Re: [rt-users] RT 4
On Tue, 1 May 2007, Jesse Vincent wrote: If, for the sake of argument, Best Practical were to rewrite RT, what would you want to see in the new product? Include AT or write your own asset tracking module which does the same thing as AT does. include network interface so that RT/AT databases can be inquired from external machines. 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
[rt-users] how to read AT link information
This is an AT question, but it touches RT as well, since the same problem,
how to read links between tickets, exists in RT.
It is a very, very, very easy problem for an expert (at least I think so),
but for a non expert like me it is baffling. I am struggling with it for
some time.
Let us suppose that I have an AT asset object $Asset. I want to find
another assed, let us call it $NewAsset which is connected to $Asset by
one of the links (RunsOn, ComponentOf, DependsOn,... and so on, what you
see on link page in AT asset).
My intuition, common sense and past experience suggests that the code
should look like this (in general):
$Asset = .. # read the AT asset information
$Links = $Asset-RunsOn; # links to objects on which Asset runs
for (my $Link=$Links-Next){ # loop over the links
$NewAsset=$Link-Target; # asset to which the $Link points to
}
So much my intuition how I THINK it SHOULD be. In reality it does not
work this way.
$Asset object does have methods like Links, RunsOn, IsRunning, ComponentOf
and so on, but the meaning of those fields puzzless me. for example when I
run
$Links = $Asset-RunsOn;
while ( my ($key, $value) = each(%$Links) ) {
print \t $key = $value \n;
}
I get:
_open_parens = HASH(0x9e435fc)
alias_count = 0
order_by = ARRAY(0x9e7b164)
where_clause =
table = Links
tables =
is_limited = 1
order =
user = RT::CurrentUser=HASH(0x9d95b60)
limit_clause =
DBIxHandle = RT::Handle=HASH(0x9b2bd3c)
restrictions = HASH(0x9e7ba80)
primary_key = id
auxillary_tables =
must_redo_search = 1
itemscount = 0
show_rows = 0
aliases = ARRAY(0x9e7ba44)
first_row = 0
Hell, what does it mean?
How do I translate it into target Asset?
Did anyone deal with similar problem?
How to decode link information in AT?
What is the real meaning of fields like Links,RunsOn,IsRunning,... in
Asset objects in AT?
Tom Wlodek
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[rt-users] AT question: how to read links and administrators/owners?
This is an AT question, but it overlaps with RT and since there is a large
number of AT users in RT community I might get help here.
I write Perl script which reads all information about an Asset. I can get
all AT specific information exept of links, owners and administrators of
an asset.
Can anyone show an example of a code which does this?
Suppose you have an Asset list, you loop over it and you want to get list
of experts for each asset, administrators, and the links... this should be
something like:
while ($Asset = $Assets-Next) {
$Administrators=$Asset= ... ???
$Owners=$Asset=
$AssetOnWhichItDepends=$Asset=..
$AssetsWhichDependOnThisAsset=$Asset=...
$AssetWhichRefersTo=$asset=...
$AssetReferredToBy=$Asset=...
$AssetWhichRunsOn=$Asset=...
$AssetsWhichRun=$Asset=...
$ComponentOf=$Asset=...
$Has Component=$Asset=...
}
This should be a trivial thing to code, if you know how to do this.
Can anyone post an example?
Tom
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Re: [rt-users] Google Summer of Code
On Wed, 28 Feb 2007, Les Mikesell wrote: Jesse Vincent wrote: I'd love to submit RT to Google's Summer of Code this summer. It's probably time to start brainstorming projects. What would you like to do/see done as part of a RT summer of code project? It might take more than a summer, depending on how close-coupled you try to make it, but I'd love to see a connection between RT and opennms (http://www.opennms.org/index.php/Main_Page) so that network problems could open RT tickets automatically (that could probably be done by email now), and from the ticket you would have a link to the opennms node and asset info and history. One complication would be how to do this in a way that would still make sense if you delete network nodes or start over again with a new opennms database. A link to a twiki page using some convention for naming would be nice too. We have started on working on such system, but instaed of opennms we are integrating RT-AT-Nagios. -- Tomasz Wlodek Brookhaven Lab ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] How to read asset info from AT
Hi, I know that this is RT mailing list, not AT, but since AT www site is down, and since many of RT users use AT, I thought some of you may be able to help me. I want to run a perl script which will loop over assets and print all custom fields values for each asset. This is a super trivial problem for an expert, just a few lines of Perl, I know. But if you are not an expert you would like to see and example how this is done, to get you started. Could anyone help me with that? 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
[rt-users] Asstet Tracker with RT 3.6
Hi, We use AT with older version of RT (3.4.5). Does anyone use it with RT 3.6? Does it work with the most recent RT? 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
RE: [rt-users] Multiple Authentication Schemes
And how do you deal with multiple user identities? I mean: one and the same user can logon once using web certyficate and once using RT password. How do you tell that this is the same user and uses the same RT account? How do you map user certyficates to RT accounts? Tom On Wed, 29 Nov 2006, Stephen Turner wrote: -Original Message- From: John Arends [mailto:[EMAIL PROTECTED] Sent: Wednesday, November 29, 2006 10:04 AM To: [EMAIL PROTECTED]; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Multiple Authentication Schemes How well does RT handle having slightly different URLs? You have to specify the port number in the site config file, so do you have a separate config file for each instance? It works fine - we are running 3.4.2 and there's no port number spec in the site config. I don't know if that is different in 3.6. We have these variables set: $WebBaseURL - https://ourrtserver.mit.edu; $WebAuthURL - https://ourrtserver.mit.edu; $WebPath - Steve ___ 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] How to chenge subject of incoming ticket?
Hi experts, Here is the problem: When a ticket arrives by e-mail we analyze its contents and based on appearance of certain words in the ticket we would like to change the ticket subject to force the incoming ticket to be appended to an existing ticket. Example: a ticket comes and our mail filter decides that this ticket should be posted as followup to ticket 3141596. Se we would like to change the subject to [rt.somewhere.com #3141596] and then feed it to rt-mailgate. Is there a more elegant way of doing this? How to force rt-mailgate to treat incoming mail as correspondence to some existing ticket, even if the incoming ticket seems to be a new one? Tom Wlodek ___ 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] How to chenge subject of incoming ticket?
Have a look at the '--extension' mechanism in rt-mailgate and the $EXTENSION environment variable. Basically, you can trick RT into giving you a per-ticket email address. Thanks, it works. 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
Re: [rt-users] How to chenge subject of incoming ticket?
On Tue, 28 Nov 2006, Jesse Vincent wrote: On Tue, Nov 28, 2006 at 12:33:13PM -0500, Tomasz Wlodek wrote: Have a look at the '--extension' mechanism in rt-mailgate and the $EXTENSION environment variable. Basically, you can trick RT into giving you a per-ticket email address. Thanks, it works. It'd be great if you could publish your solution to the wiki so that others could take advantage of your handywork. Best, Jesse Ok, I will publish it once it is ready. But I have a warning: it'll be in python... Tom ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] rt: resvice unavailable
Hi experts, I am playing with RT command line inteface. I try to create and edit tickets in command line mode. Unfourtunately every time I try to do something I get an error: [EMAIL PROTECTED] ~]$ rt comment -m 'response to ticket' 1136 Password: rt: Server error: Service Unavailable (503) Our RT installation works perfectly fine, both web and e-mail. This must be some very trivial problem which prevents us from using command line mode. Any hints? Tomasz Wlodek ___ 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: resvice unavailable
I am playing with RT command line inteface. I try to create and edit tickets in command line mode. Unfourtunately every time I try to do something I get an error: [EMAIL PROTECTED] ~]$ rt comment -m 'response to ticket' 1136 Password: rt: Server error: Service Unavailable (503) Our RT installation works perfectly fine, both web and e-mail. This must be some very trivial problem which prevents us from using command line mode. Any hints? This suggests that the RT server URL you specified is perhaps not right and that the CLI can't get there. set the environment variable RTDEBUG=3 and see what turns up. -jesse Thanks a lot. It works now. Now I have a related question, I posted it already but got no responses. How do I post correspondence to ticket from command line mode? Suppose I have a file ticket.txt which contains the text I want to post. How can I post a reply using the content of ticket.txt? I am aware about the options rt -correspond -m 'my response' ticket id and rt -correspond -a ticket.txt ticket id but they do not do what I want: -m option allows me to add only one line text while -a appends a file to ticket instead of posting content of ticket.txt as response. In intercatcive mode the rt -correspond command opens editor and lets me type the ticket, but again I want the command to pick the content of ticket from a file. any hints? Tom Wlodek ___ 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] TicketSQL question
On Wed, 27 Sep 2006, taan wrote: Is it possible to search for all tickets Resolved less than 2 weeks after Creation using ticketSQL? thanks Taan I am not sure but maybe a query: status==resolved and TimeWorked14 will do the trick. 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
Re: [rt-users] search
On Tue, 26 Sep 2006, Justin Lim wrote: I noticed that when you do a quick search from the homepage of RT that it only searchs the open tickets. Is there a way to include ALL tickets opened/closed/resolved/etc ? Go to tickets and use the query. Using the query builder you can search for any tickets you want using any criteria you want. Building the query it a bit tricky and hard to explain by e-mail, you have to experiment with it before you become an expert, but it is possible to learn it. Once you have built a query you can save it to use later, so if you have queries you use often you can customize your RT. 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
[rt-users] How to show list of Cc: in e-mail?
Hi, I would like the e-mails with replys to tickets to show the list of Cc:, right now they hide the Cc. The people who receive the e-mails should see all the Cc's. Can this be done somehow? Is it possible to add the list of Cc to the template for correspondence, for example by adding to template correspondence something like $Ticket-ListOfCc's (Does there exist a field in $Ticket which can give list of CC's?) Tomasz Wlodek| tel 631-344-7448 Brookhaven Laboratory, Building 510M | fax 631-344-7616 Upton NY 11973-5000 | ___ 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're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
Re: [rt-users] Assigning Tickets to users
Maybe the problem is that you do not own the ticket. If I understand RT correctly you can only assign tickets which you own. So if the ticket is owned by nobody, then you first have to take it and then you can assign it. I am not usre if this helps. Tomasz Wlodek| tel 631-344-7448 Brookhaven Laboratory, Building 510M | fax 631-344-7616 Upton NY 11973-5000 | On Thu, 15 Jun 2006, Jim Robinson wrote: Hello, I am new to RT and we are looking at implimenting it in our company, We are a windows based shop therefore I am trying the Win/RT version, I have one issue that is causing a problem and cannot figure out a resolution to it. When a new ticket arrives, I cannot assign the ticket to another user! I have verified that both the queue and the group have own, Take, steal ticket but when I bring up the ticket people field I only get Nobody! I would really like to get this resolved so I can go forward in the testing phase and implimentation phase. Thanks for your help. Jim/Blacktri99 ___ 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're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] read-only user rights.
Hi, Imagine that I have a group, non_experts, where I keep people who can logon to RT web site, can post tickets, can see certain queues (but not all) and can search tickets in those queues (but not all). Those users should be able to change their password, but not modify rest of profile. I figured out that unprivileged users who are given right Modify self will be able to change password but not rest of profile. I also figured out that if in a queue I gile the right SeeQueue to unprivileged users, they they will be able to see the queue when they click Create ticket button. But how can I give them the right to search the ticket database? They should be able to search the queues which give them See queue privilege. Tomasz Wlodek| tel 631-344-7448 Brookhaven Laboratory, Building 510M | fax 631-344-7616 Upton NY 11973-5000 | ___ 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're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] Re: read-only user rights.
Ok, If I did not express myself clearly: right now unprivileges users can only modify their passwords, but not rest of profile, and they are not allowed to search ticket database. If I make them privileged they can search the tickets, but also can modify their profile. I want middle road: I want users be able to search tickets, but I do not want them to change their profile, exept password. How to do this? Tomasz Wlodek| tel 631-344-7448 Brookhaven Laboratory, Building 510M | fax 631-344-7616 Upton NY 11973-5000 | On Thu, 8 Jun 2006, Tomasz Wlodek wrote: Hi, Imagine that I have a group, non_experts, where I keep people who can logon to RT web site, can post tickets, can see certain queues (but not all) and can search tickets in those queues (but not all). Those users should be able to change their password, but not modify rest of profile. I figured out that unprivileged users who are given right Modify self will be able to change password but not rest of profile. I also figured out that if in a queue I gile the right SeeQueue to unprivileged users, they they will be able to see the queue when they click Create ticket button. But how can I give them the right to search the ticket database? They should be able to search the queues which give them See queue privilege. Tomasz Wlodek| tel 631-344-7448 Brookhaven Laboratory, Building 510M | fax 631-344-7616 Upton NY 11973-5000 | ___ 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're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] How can a regular user see which groups he is a member?
Is it possible for a RT user to be able to see in which groups he is a member? Tomasz Wlodek| tel 631-344-7448 Brookhaven Laboratory, Building 510M | fax 631-344-7616 Upton NY 11973-5000 | ___ 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're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
Re: [rt-users] Known bug in RT 3.4.5 with disabled Group display?
I can confirm that the same thing happened to me when I disabled a group.
Wne I tried to re-enable it the group was gone. I can still find
individual tickets from this group though.
Tomasz Wlodek| tel 631-344-7448
Brookhaven Laboratory, Building 510M | fax 631-344-7616
Upton NY 11973-5000 |
On Sat, 3 Jun 2006, Philip Kime wrote:
Is it a known bug in 3.4.5 that the Include disabled groups in listing
box on the Groups display page does nothing? I added this to the INIT
sectionof /Admin/Groups/index.html and now it seems to work ...
if ($FindDisabledGroups) {
$Groups-{'find_disabled_rows'} = 1;
}
I found this out the hard way as I thought I'd disabled a group (I had)
went to display it to re-enable it, couldn't, recreated the group with
the same name (RT let me do this) and I ended up with two groups with
the same name. Some code I was using to set Group rights then kept
setting the rights on the invisible, disabled one and confused the hell
out of me ...
$Group-LoadUserDefinedGroup
found the disabled group first when loading the group by name ...
PK
--
Philip Kime
NOPS Systems Architect
310 401 0407
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[rt-users] bug in Cc list of addreses.
Hi experts, I try to reply to ticket. Normally a group of users is set as AdminCc. This AdminCc list consists of [EMAIL PROTECTED] and [EMAIL PROTECTED] I want to add one Cc ([EMAIL PROTECTED]) user to the Cc list. I select a ticket and went to People page. In the field watchers I have added [EMAIL PROTECTED] as type Cc:. Then I have sent reponse. The response has never been sent. If I click on show I can see why: in the e-mail sent by RT in the Cc: field you can see that the adresses are set Cc: [EMAIL PROTECTED], , [EMAIL PROTECTED], [EMAIL PROTECTED] with , , between user0 and user1. I suspect this this makes the e-mail fail. This is, I suspect, a bug. Any idea how to work around this? Subject: [rt.racf.bnl.gov #168] Re: Test ticket with cc e-mail From: Tomasz Wlodek via RT [EMAIL PROTECTED] Reply-To: [EMAIL PROTECTED] In-Reply-To: [EMAIL PROTECTED] References: [EMAIL PROTECTED] [EMAIL PROTECTED] [EMAIL PROTECTED] Message-ID: [EMAIL PROTECTED] Precedence: bulk X-RT-Loop-Prevention: rt.racf.bnl.gov RT-Ticket: rt.racf.bnl.gov #168 Managed-by: RT 3.4.5 (http://www.bestpractical.com/rt/) RT-Originator: [EMAIL PROTECTED] Cc: [EMAIL PROTECTED], , [EMAIL PROTECTED], [EMAIL PROTECTED] MIME-Version: 1.0 Content-Type: text/plain; charset=utf-8 Content-Transfer-Encoding: 8bit X-RT-Original-Encoding: utf-8 X-RT-Original-Encoding: utf-8 Tomasz Wlodek| tel 631-344-7448 Brookhaven Laboratory, Building 510M | fax 631-344-7616 Upton NY 11973-5000 | ___ 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're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
