Re: [rt-users] Default Value for User Custom Fields
I added "Users" to line 2016 in CustomField.pm return 0 unless $self->LookupType =~ /RT::(?:Ticket|Transaction|User)$/; and it seems to behave as expected. But RT::Users must have been left out for a reason? w. On 03/03/17 10:46, Woody - Wild Thing Safaris wrote: sorry, 4.4.0 On 02/03/17 23:44, Matt Zagrabelny wrote: What version of RT are you using? -m On Thu, Mar 2, 2017 at 1:46 PM, Woody - Wild Thing Safaris wrote: Hi RT Folks, Am i missing something? I see no option to select a "default value" for "select one value" type custom fields if they are of lookuptype RT::User? i tested and if it's RT::Ticket - default appears, but RT::User - that input field has disappeared? w. -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Paris - April 24-26, 2017 -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Paris - April 24-26, 2017
[rt-users] Reload Config on the fly
Hello, I'm using 4.4.0, and i've edited Admin/CustomField to allow choosing the CustomFieldGrouping. I'm guessing that at some point the grouping will be stored in the CustomField table, but for now, it's a config option. If i change the grouping of a CF, or add a new CF i can rewrite the file with the CustomFieldGroupings config option in (it's in it's own file in RT_SiteConfig.d). Is there a way of reloading the config on the fly by just running RT->LoadConfig and that new config be used for all future requests? w. -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Paris - April 24-26, 2017
Re: [rt-users] Default Value for User Custom Fields
sorry, 4.4.0 On 02/03/17 23:44, Matt Zagrabelny wrote: What version of RT are you using? -m On Thu, Mar 2, 2017 at 1:46 PM, Woody - Wild Thing Safaris wrote: Hi RT Folks, Am i missing something? I see no option to select a "default value" for "select one value" type custom fields if they are of lookuptype RT::User? i tested and if it's RT::Ticket - default appears, but RT::User - that input field has disappeared? w. -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Paris - April 24-26, 2017 -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Paris - April 24-26, 2017
[rt-users] Default Value for User Custom Fields
Hi RT Folks, Am i missing something? I see no option to select a "default value" for "select one value" type custom fields if they are of lookuptype RT::User? i tested and if it's RT::Ticket - default appears, but RT::User - that input field has disappeared? w. -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Paris - April 24-26, 2017
Re: [rt-users] Where are saved searches stored in the db
Thanks Emmanuel, I see the "Content" is encoded, which is why it didn't come up with my grep. How do i decode/encode it? w. On 10/01/17 15:19, Emmanuel Lacour wrote: Le 10/01/2017 à 12:53, Woody - Wild Thing Safaris a écrit : Hi all, I was expecting to find a database table called "SavedSearches" but there isn't one. I have a saved search that contains the string '__CurrentUser_' but if i dump the DB and grep for that, i don't find it. Anyone know where saved searches are? In table "Attributes". -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com
[rt-users] Where are saved searches stored in the db
Hi all, I was expecting to find a database table called "SavedSearches" but there isn't one. I have a saved search that contains the string '__CurrentUser_' but if i dump the DB and grep for that, i don't find it. Anyone know where saved searches are? thanks Woody. -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com
[rt-users] external templates
Hi All, I've searched long and hard, but to my surprise not found anything that relates to external templates - maybe it's so trivially obvious that the question is a non question, but i have to ask it. i have externalised customfields, conditions, actions etc. but templates, especially those containing perl code are still in a textarea input box. what would anyone recommend as a solution to this. I'm almost expecting a one-liner like: { import Templates/MyTemplate } if import were such a concept in perl thanks in advance Woody. -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com
[rt-users] CommandByEmail Set CustomField on Create
Hi All, I am trying to create a ticket by email with various fields set. I have set headers X-RT-Command: CustomField{PNR}: 12345678 and the lodges show Running CommandByMail as a...@b.cm (/var/www/xxx/local/plugins/RT-Extension-CommandByMail/lib/RT/Extension/CommandByMail.pm:309) [2482] [Sat Dec 10 17:05:33 2016] [debug]: Found pseudoheader: CustomField{PNR} => 12345678 but it does not set the field, and no error shown. I am sure it's a rights issue, but i've set "Everyone" SeeCustomField and ModifyCustomField at CF level and Queue level, and even global level, but it does not get set any hints? w. -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] Permissions on Customfield for CommandByEmail
pls ignore. those CF's are not the ones needing updating. something else is up On 09/12/16 20:49, Woody - Wild Thing Safaris wrote: HI All, I'm trying to set a custom field on create using the headers X-RT-Command: CF.{PNR}: 12345678 X-RT-Command: CF.{Surname}: Bloggs logs show: [7552] [Fri Dec 9 17:35:30 2016] [debug]: Got command customfield{pnr} => 12345678 (/var/www/xxx/local/plugins/RT-Extension-CommandByMail/lib/RT/Extension/CommandByMail.pm:383) [7552] [Fri Dec 9 17:35:30 2016] [debug]: Got command customfield{surname} => Bloggs (/var/www/xxx/local/plugins/RT-Extension-CommandByMail/lib/RT/Extension/CommandByMail.pm:383) [7552] [Fri Dec 9 17:35:31 2016] [debug]: Permission denied. User #469290 has no SeeCustomField right on CF #37 (/var/www/sxxx/sbin/../lib/RT/CustomField.pm:1053) [7552] [Fri Dec 9 17:35:31 2016] [debug]: Permission denied. User #469290 has no SeeCustomField right on CF #83 (/var/www/xxx/sbin/../lib/RT/CustomField.pm:1053) i actually want to "set initial value" for the custom field i have granted "Everyone" the SeeCustomField and ModifyCustomField right for both fields. I have also granted "SeeCustomField" and "ModifyCustomField" to Everyone for the Queue. Is there a higher ranking right that i need for that right to exist? or is there a "set initial value" right somewhere? thanks, as always, in advance w. -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
[rt-users] Permissions on Customfield for CommandByEmail
HI All, I'm trying to set a custom field on create using the headers X-RT-Command: CF.{PNR}: 12345678 X-RT-Command: CF.{Surname}: Bloggs logs show: [7552] [Fri Dec 9 17:35:30 2016] [debug]: Got command customfield{pnr} => 12345678 (/var/www/xxx/local/plugins/RT-Extension-CommandByMail/lib/RT/Extension/CommandByMail.pm:383) [7552] [Fri Dec 9 17:35:30 2016] [debug]: Got command customfield{surname} => Bloggs (/var/www/xxx/local/plugins/RT-Extension-CommandByMail/lib/RT/Extension/CommandByMail.pm:383) [7552] [Fri Dec 9 17:35:31 2016] [debug]: Permission denied. User #469290 has no SeeCustomField right on CF #37 (/var/www/sxxx/sbin/../lib/RT/CustomField.pm:1053) [7552] [Fri Dec 9 17:35:31 2016] [debug]: Permission denied. User #469290 has no SeeCustomField right on CF #83 (/var/www/xxx/sbin/../lib/RT/CustomField.pm:1053) i actually want to "set initial value" for the custom field i have granted "Everyone" the SeeCustomField and ModifyCustomField right for both fields. I have also granted "SeeCustomField" and "ModifyCustomField" to Everyone for the Queue. Is there a higher ranking right that i need for that right to exist? or is there a "set initial value" right somewhere? thanks, as always, in advance w. -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
[rt-users] ForwardFromUser doesn't remove subject tag, sets reply-to to queue address
Hello, I am under the impression from the docco that RT_Config ForwardFromUser=1 should remove the subject tag, but it isn't removed if i forward a requestor's correspondence (or maybe all email UI correspondence) - it uses the full subject of the requestor's correspondence that naturally includes the tag. It looks like the docco should say "does not add a subject tag", since correspondence made from the web UI does not have the tag. Forwarding correspondence sets the "reply-to" header, so replies still go to the RT queue. not to the user. The danger is that someone forward a mail out of RT, but then all the replies go back into RT and hence to the requestor, which is probably undesirable, as the message is forwarded out of RT. Adding the following to both global forward templates solves this Subject: { $Ticket->Subject } Reply-To: { $ForwardTransaction->CreatorObj->EmailAddress } did i miss something, or misunderstand something? w. -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
[rt-users] unexpected behaviour with RT->System->SubjectTag
Hello, Not a question, but an observation. I have noticed that in Email.pm the RT->System->SubjectTag returns all subject tags of all queues, even if they are disabled. I would have expected it to only show enabled queues by default. The line $queues->Limit( FIELD => 'SubjectTag', OPERATOR => 'IS NOT', VALUE => 'NULL' ); does not seem to prevent an empty tag being returned. I had to put next unless $tag; in Email.pm in the foreach loop to prevent this w. -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.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
[rt-users] custom field change is two transactions
Hello, I want to subtact $txn->NewValue from $txn->OldValue but they are not both set in the same transaction When i change a custom field value, it seems to be two transactions, one removing the old value and another adding the new value, but it seems the new value is added before the new value is removed here i change a value from 8 to 5 [19537] [Sat Sep 10 15:49:11 2016] [debug]: Committing scrip #21 on txn #756 of ticket #24 (/var/www/sm-rt/sbin/../lib/RT/Scrips.pm:293) [19537] [Sat Sep 10 15:49:11 2016] [error]: Newvalue=5 Oldvalue= ((eval 546):2) [19537] [Sat Sep 10 15:49:11 2016] [debug]: Committing scrip #21 on txn #757 of ticket #24 (/var/www/sm-rt/sbin/../lib/RT/Scrips.pm:293) [19537] [Sat Sep 10 15:49:11 2016] [error]: Newvalue= Oldvalue=8 ((eval 549):2) condition is on custom field change custom action code my $txn = $self->TransactionObj; $RT::Logger->error("Newvalue=".$txn->NewValue." Oldvalue=".$txn->OldValue); I see other custom field changes that are from Yes to No showing both new and old values in the same transaction. eg [19537] [Sat Sep 10 15:49:11 2016] [debug]: Committing scrip #21 on txn #754 of ticket #24 (/var/www/sm-rt/sbin/../lib/RT/Scrips.pm:293) [19537] [Sat Sep 10 15:49:11 2016] [error]: Newvalue=Yes Oldvalue=No ((eval 539):2) what's going on? I'm confused! w. -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.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
[rt-users] SimpleSearch returning all users
Hi all, I've created a scrip who's objective is to search users on create to find one with a matching domain and CF.Consultant set, but the SimpleSearch returns all users my $Users = RT::Users->new($RT::SystemUser); $Users->SimpleSearch( Term => $Domain, # Return => 'CF.Consultant' ); I have Set($UserSearchFields, { EmailAddress => 'LIKE', Name => 'STARTSWITH', RealName => 'LIKE', }); I hashed out CF.Consultant as it gives the error [642] [Sat Sep 10 05:35:24 2016] [critical]: Possible SQL injection attack: CF.Consultant != (/var/www/sm-rt/sbin/../lib/RT/SearchBuilder.pm:898) [642] [Sat Sep 10 05:35:24 2016] [critical]: Possible SQL injection attack: CF.Consultant IS NOT (/var/www/sm-rt/sbin/../lib/RT/SearchBuilder.pm:898) thanks in advance Woody. -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.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
[rt-users] get list of dashboards
Hi all, I'm trying to redirect the login page to the first dashboard in the user's home menu. I've put the callback in autohandler/SuccessfulLogin and if i set $dashid manually it redirects correctly. I've tried two ways of getting the dashboard list copied from the codebase in Elements/ShowDashboards or ElemantsListOfDashboards and while the callback runs ok, clearly $dashboards does not contain any dashboards! cheers <%INIT> use RT::Dashboards; #my $sys = RT::System->new( $session{'CurrentUser'} ); #my $dashboards = RT::Dashboards->new( $RT::SystemUser ); #$dashboards->LimitToPrivacy('RT::System-' . $sys->id); my $dashboards=RT::Dashboards->new($session{'CurrentUser'}); my $dashboard=$dashboards->Next; my $dashid=$dashboard->Id; #my $dashid=12; $$RedirectTo="/Dashboards/$dashid"; <%ARGS> $RedirectTo => undef -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.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
[rt-users] applying a CustomField to a queue in perl
I'm at a loss! I've created my custom field, i've given various groups rights to it, but i can't apply it to a queue, either individually, or global. I think i have the right method: $CFObj->AddToObject($QueueObj) but nada. How can i "apply" the CF to a queue, and how to apply globally to all queues? thanks! w. -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.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] manipulate correspond content in history
Hi Matt, thanks. Totally out of my depth. At least I know to give up on that one! w. On 19/08/16 15:49, Matt Zagrabelny wrote: Hi Woody, On Fri, Aug 19, 2016 at 7:26 AM, Woody - Wild Thing Safaris wrote: HI all, My correspond scrip adds a table of CF values to the correspond email from the template, and sends to the client. I would like those same changes appended to the transaction content that appears in the history, so it matches what was sent to the client and we know easily what was sent. to test i have made a scrip, on correspond, custom action, template blank action is my $content = $self->TransactionObj->ContentObj->Content; $content .= "SOME OTHER STUFF"; $self->TransactionObj->ContentObj->SetContent($content); no errors, but the content is not changed The Txn already happened and its content is immutable - sort of. That is, transactions (txns) are the atomic unit of data in RT. Those are the things that make sure the paper trail exists for all the other objects (users, tickets, queues, etc.) That said, there is enough rope to do what you want. I don't know exactly the procedure because I haven't implemented your use-case. You'll want to expose the Transaction's parent's _Set method. In a local module that gets loaded have some code like: # {{{ # paper-trail auditor backdoor :) # Needed to change the txn's content package RT::Transaction; use strict; no warnings qw(redefine); sub _Set { my $self = shift; $self->SUPER::_Set(@_); } # }}} There may be more steps beyond this, but I think you'll need this at a minimum. -m -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.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
[rt-users] manipulate correspond content in history
HI all, My correspond scrip adds a table of CF values to the correspond email from the template, and sends to the client. I would like those same changes appended to the transaction content that appears in the history, so it matches what was sent to the client and we know easily what was sent. to test i have made a scrip, on correspond, custom action, template blank action is my $content = $self->TransactionObj->ContentObj->Content; $content .= "SOME OTHER STUFF"; $self->TransactionObj->ContentObj->SetContent($content); no errors, but the content is not changed thanks Woody. -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - September 12-14, 2016
Re: [rt-users] ModifyCustomField without SeeCustomField
Hi all, I did not succeed in working out how to get around it by using callbacks, but instead added some code to remove the values if the user is a member of some group. I did this hack, which might be useful to someone someday note i only edited the Freeform custom field file as that's all i needed and i preserved the oldvalue in the oldvalue= argument in local/html/Elements/ShowCustomField line 53 % while ( my $CustomField = $CustomFields->Next ) { % my $Values = $Object->CustomFieldValues( $CustomField->Id ); % my $count = $Values->Count; % next if $HideEmpty and not $count; %# skip if member of group "NoSeeCF" % my $group = new RT::Group($RT::SystemUser); % $group->LoadUserDefinedGroup("NoSeeCF"); % next if ($group->HasMember($session{'CurrentUser'}->PrincipalObj) ); <% $CustomField->Name %>: in local/html/Elements/EditCustomFieldFreeForm line 52 % if ( defined $Cols ) { size="<% $Cols %>" \ % } %# remove value if member of NoSeeCF % my $group = new RT::Group($RT::SystemUser); % $group->LoadUserDefinedGroup("NoSeeCF"); % if ($group->HasMember($session{'CurrentUser'}->PrincipalObj) ) { class="CF-<%$CustomField->id%>-Edit" oldvalue="<% defined($Default) ? $Default : ''%>" value="" /> % } else { class="CF-<%$CustomField->id%>-Edit" value="<% defined($Default) ? $Default : ''%>" /> % } Thanks Matt w. On 14/08/16 21:25, Matt Zagrabelny wrote: On Sun, Aug 14, 2016 at 1:07 AM, Woody - Wild Thing Safaris wrote: Hi all, Is it possible to allow a user to edit a custom field, without being able to see it's value? My testing looks like ModifyCustomField is not enough for the field to show up in the update page, and SeeCustomField my also be checked? You can always hack around that "limitation" with the callbacks. /Elements/EditCustomFields/{After,Before}CustomFields -m -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - September 12-14, 2016
[rt-users] ModifyCustomField without SeeCustomField
Hi all, Is it possible to allow a user to edit a custom field, without being able to see it's value? My testing looks like ModifyCustomField is not enough for the field to show up in the update page, and SeeCustomField my also be checked? w. -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016
Re: [rt-users] mobile interface only shows searches
Hi Matt, But that makes the mobile UI unusable if it doesn't show dashboards and RT at a glance, surely? or is a dashboard considered too much info for a phone screen? w. On 12/08/16 15:57, Matt Zagrabelny wrote: On Fri, Aug 12, 2016 at 3:04 AM, Woody - Wild Thing Safaris mailto:wo...@wildthingsafaris.com>> wrote: Hi all, When i access my RT 4.4.0 from my phone, i get the a mobile layout, but all it shows is a list of all my saved searches - there's no home menu, dashboards, or admin menu (if root). I have to switch back to the normal view to be able to do anything. Have i got a setting wrong somewhere? I don't think so. The mobile UI is rather stripped down. -m -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016
[rt-users] mobile interface only shows searches
Hi all, When i access my RT 4.4.0 from my phone, i get the a mobile layout, but all it shows is a list of all my saved searches - there's no home menu, dashboards, or admin menu (if root). I have to switch back to the normal view to be able to do anything. Have i got a setting wrong somewhere? -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016
[rt-users] powetmaster undeliverd loop prevention
Hello, I recently had an issue where one of the requestor emails was bouncing, and a reply was sent from postmaster back to RT. The reply also contained the subject tag, so caused a correspondence on the ticket, mailing the bouncing requestor again and creating another postmaster mail. I see there is bulk detection, and Set($RedistributeAutoGeneratedMessages, "privileged"); But the loop was caused by mails from postmas...@domain.com which corresponded to requestor unknownu...@domain.com who was unprivileged. I'm unsure if i have things set up right - ideally any mails from postmaster would never get sent to anyone. secondly if i disable a user, mails that are rejected cause a mail to OwnerEmail (faied to crete ticket) - i don't want a mail to OwnerEmail as they're basically spam users that are disabled, but i do want OwnerEmail to appear on the login page for support enquiries. I see i can turn off loop detection mails with Set($LoopsToRTOwner, 1); but don't see anything to stop the "fialed to create ticket" emails thanks Woody. -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016
[rt-users] accessing role object from template
Hi all, I've created a custom role "Transfer Operators" and i wanted to email all those people from a scrip/template, but i have found that the argument in ScripActions cannot take a word boundary - renaming the role to TransferOperators and the argument in ScripActions sends a mail. It would seem that either Role Names need to be restricted to single words, or Notify.pm needs an update to cope with spaces in Role Names My question is however, how can i access Role member info from a template something like: { $Ticket->RoleObj("TransferOperators")->RealName } w. -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
[rt-users] Possible Ownergroup + session issue
HI Devs, This unfortunately is a bit of a poor bug report as i couldn't find any info in any logs to send, so apologies from the start! I changed a search from having ( Owner = 'fred' OR Owner = 'anna' ) to ( OwnerGroup = 'Bookings' OR OwnerGroup = 'Payments' ) this caused the dashboard to hang, and server fault, but with nothing in either apache logs or rt_log once the broken dashboard had been visited, all other pages failed with serverfault until i delete cookies, and log in again, then all is ok until i visit either the broken search, or the dashboard. On removing the two "OwnerGroup" lines, all is well again, though i had also cleared the session db table during my attempts to find the issue. sorry again for not having much more to go on. I'm happy to try some more testing if you think it's worth looking into. Woody. -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
[rt-users] New child ticket with relationship
Hello, I've been using the code from wiki page CreateChildTicket for some time, though i modified it to only make new-MemberOf tickets http://requesttracker.wikia.com/wiki/CreateChildTicket My code is onclick="CreateBookingTicketInQueue.target='_blank';return true;"> this works fine and creates a new ticket with the MemberOF relationship, I now want to create other relationships. However if i change that part to new-RefersTo, DependsOn-new or any of the other relationships, it creates a ticket, but there is no link/relationship. the only one that works is new-MemberOf can anyone think of why this might be? Is there anything different about the relationships? i've drawn a blank. w. -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com - RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html) * Hamburg Germany - March 14 & 15, 2016 * Washington DC - May 23 & 24, 2016
Re: [rt-users] Dashboard as RT at a glance
Hi Matt, Yes, I think RT at a glance is like a dashboard, but having dashboards as part of other dashboards is an option. If i hover over my "home" i get the list of all the dashboards i've put in that menu, so it is fairly easy to access them from there, i would just like my uses to log in and have their dashboard right there and not a unused RT at a glance page w. On 28/01/16 20:05, Matt Zagrabelny wrote: Hi, I might be off base, but I'm not sure you can have a dashboard in your RT at a glance page. The RT at a glance page is pretty much a dashboard in its own right. What happens when you hover over "Home" in the upper left corner? -m On Thu, Jan 28, 2016 at 1:47 AM, Woody - Wild Thing Safaris mailto:wo...@wildthingsafaris.com>> wrote: Hello, When managing the content of RT at a glance, I have in my list all the usual modules and all my saved searches for all the groups i'm a member of, but no dashboards show up. I just want to set RT at a Glance to a single dashboard. Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com - RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html) * Hamburg Germany March 14 & 15, 2016
[rt-users] Dashboard as RT at a glance
Hello, When managing the content of RT at a glance, I have in my list all the usual modules and all my saved searches for all the groups i'm a member of, but no dashboards show up. I just want to set RT at a Glance to a single dashboard. RT at a glance - no dashboards visible Dashboard content - other dashboards available Is there a permission i should have somewhere to allow the dashboards to show up in the content list? When I look at managing content for dashboards, I get a list of other dashboards to include along with the saved searches, just not for RT at a glance. thanks w. -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com - RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html) * Hamburg Germany March 14 & 15, 2016
Re: [rt-users] View dashboard of another user who's searches depend on __CurrentUser__
Hi, Another option would be "LastUpdatedByGroup" in a similar fashion to OwnerGroup - though it looks like OwnerGroup is for Roles, and LastUpdatedBy isn't a Role i don't think. w. On 25/01/16 20:29, Woody - Wild Thing Safaris wrote: HI Sally, Thanks for your input. My overall goal is to make it easy for another team member to take over another's work while they are away. Since each person is using the same dashboard all based on __CurrentUser__, only someone logged in as user X can see user X's tickets. Your idea of using OwnerGroup has given me an idea of a possible solution - I create an identical dashboard but based on OwnerGroup and not __CurrentUser__ where OwnerGroup = "holiday" and if someone is away, I add them to the group holiday, in which case their tickets will be visible in that dashboard. Where it's going to fail though is with the LastUpdated != "__CurrentUser__" I can't replace that __CurrentUser__ with OwnerGroup. It would need to be '__privileged__ ' or LastUpdated = '__Requestor__' or something, or i list all the users of the queue in a long LastUpdated != "fred" AND Lastupdated !="jane" etc. thanks for the inspiration and if you have any ideas about the LastUpdated - that would be great! w. On 21/01/16 16:43, Sally Ainsley wrote: Hi Woody Not sure what your overall goal is however I have put our staff into GROUPS based on the teams they are in. We then have searches that are for _CurrentUser_ as well as other searches that are based on OWNERGROUP = x. We then have saved searches visible to each GROUP so that they can see tickets assigned to their team - this means that if a member of staff if off others in that team can pick up the work. Works well when team managers are away also. Not sure if this helps Sally Sally Ainsley -Original Message----- From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Woody - Wild Thing Safaris Sent: 21 January 2016 12:48 To:rt-users@lists.bestpractical.com Subject: [rt-users] View dashboard of another user who's searches depend on __CurrentUser__ Hi all, I have a dashboard, in which there are searches that depend on __CurrentUser__, so each user that accesses the dashboard can only see tickets owned by them. If someone is away, i would like someone else to be able to see the dashboard of the absent person. I don't want to give them the absent user's login, nor do i want to create searches for each user that are hardwired to their username. Something likewww.myrt.com/dashboards/12345/Dashname/Username would do the job whereby __CurrentUser__ is replaced by "Username" and not the person who's actually logged in. I can see in lib/RT/Tickets.pm in sub _parser the line # replace __CurrentUser__ with id $value = $self->CurrentUser->id if $value eq '__CurrentUser__'; and in lib/RT/Search/Simple.pm sub HandleOwner { if (!$_[2] and $_[1] eq "me") { return owner => "Owner.id = '__CurrentUser__'"; } elsif (!$_[2] and $_[1] =~ /\w+@\w+/) { return owner => "Owner.EmailAddress = '$_[1]'"; } else { return owner => "Owner = '$_[1]'"; } } So i think that a hack is needed somewhere there, and when the url is parsed the extra username field assigned to a variable that can be used in those subs. I can't find however where sub HandleOwner is called from since that's the only time it appears in the code! Does this sound like a sensible way of going about it, or can anyone think of a better solution, or know of an existing one? thanks in advance Woody. -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com - RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html) * Hamburg Germany March 14 & 15, 2016
Re: [rt-users] View dashboard of another user who's searches depend on __CurrentUser__
HI Sally, Thanks for your input. My overall goal is to make it easy for another team member to take over another's work while they are away. Since each person is using the same dashboard all based on __CurrentUser__, only someone logged in as user X can see user X's tickets. Your idea of using OwnerGroup has given me an idea of a possible solution - I create an identical dashboard but based on OwnerGroup and not __CurrentUser__ where OwnerGroup = "holiday" and if someone is away, I add them to the group holiday, in which case their tickets will be visible in that dashboard. Where it's going to fail though is with the LastUpdated != "__CurrentUser__" I can't replace that __CurrentUser__ with OwnerGroup. It would need to be '__privileged__ ' or LastUpdated = '__Requestor__' or something, or i list all the users of the queue in a long LastUpdated != "fred" AND Lastupdated !="jane" etc. thanks for the inspiration and if you have any ideas about the LastUpdated - that would be great! w. On 21/01/16 16:43, Sally Ainsley wrote: Hi Woody Not sure what your overall goal is however I have put our staff into GROUPS based on the teams they are in. We then have searches that are for _CurrentUser_ as well as other searches that are based on OWNERGROUP = x. We then have saved searches visible to each GROUP so that they can see tickets assigned to their team - this means that if a member of staff if off others in that team can pick up the work. Works well when team managers are away also. Not sure if this helps Sally Sally Ainsley -Original Message- From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Woody - Wild Thing Safaris Sent: 21 January 2016 12:48 To:rt-users@lists.bestpractical.com Subject: [rt-users] View dashboard of another user who's searches depend on __CurrentUser__ Hi all, I have a dashboard, in which there are searches that depend on __CurrentUser__, so each user that accesses the dashboard can only see tickets owned by them. If someone is away, i would like someone else to be able to see the dashboard of the absent person. I don't want to give them the absent user's login, nor do i want to create searches for each user that are hardwired to their username. Something likewww.myrt.com/dashboards/12345/Dashname/Username would do the job whereby __CurrentUser__ is replaced by "Username" and not the person who's actually logged in. I can see in lib/RT/Tickets.pm in sub _parser the line # replace __CurrentUser__ with id $value = $self->CurrentUser->id if $value eq '__CurrentUser__'; and in lib/RT/Search/Simple.pm sub HandleOwner { if (!$_[2] and $_[1] eq "me") { return owner => "Owner.id = '__CurrentUser__'"; } elsif (!$_[2] and $_[1] =~ /\w+@\w+/) { return owner => "Owner.EmailAddress = '$_[1]'"; } else { return owner => "Owner = '$_[1]'"; } } So i think that a hack is needed somewhere there, and when the url is parsed the extra username field assigned to a variable that can be used in those subs. I can't find however where sub HandleOwner is called from since that's the only time it appears in the code! Does this sound like a sensible way of going about it, or can anyone think of a better solution, or know of an existing one? thanks in advance Woody. -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com
[rt-users] View dashboard of another user who's searches depend on __CurrentUser__
Hi all, I have a dashboard, in which there are searches that depend on __CurrentUser__, so each user that accesses the dashboard can only see tickets owned by them. If someone is away, i would like someone else to be able to see the dashboard of the absent person. I don't want to give them the absent user's login, nor do i want to create searches for each user that are hardwired to their username. Something like www.myrt.com/dashboards/12345/Dashname/Username would do the job whereby __CurrentUser__ is replaced by "Username" and not the person who's actually logged in. I can see in lib/RT/Tickets.pm in sub _parser the line # replace __CurrentUser__ with id $value = $self->CurrentUser->id if $value eq '__CurrentUser__'; and in lib/RT/Search/Simple.pm sub HandleOwner { if (!$_[2] and $_[1] eq "me") { return owner => "Owner.id = '__CurrentUser__'"; } elsif (!$_[2] and $_[1] =~ /\w+@\w+/) { return owner => "Owner.EmailAddress = '$_[1]'"; } else { return owner => "Owner = '$_[1]'"; } } So i think that a hack is needed somewhere there, and when the url is parsed the extra username field assigned to a variable that can be used in those subs. I can't find however where sub HandleOwner is called from since that's the only time it appears in the code! Does this sound like a sensible way of going about it, or can anyone think of a better solution, or know of an existing one? thanks in advance Woody. -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com
Re: [rt-users] no To: header in AdminCC's mails
Thank you very much w. On 08/12/15 11:55, Christian Loos wrote: Am 08.12.2015 um 09:21 schrieb Woody - Wild Thing Safaris: Thanks for your swift response Chris - thought it must be my config. In a similar vein, should i set FriendlyFromLine too to maintain RFC compliance? w. Setting $FriendlyFromLine isn't necessary because the outgoing mail will always have a From header. Setting $FriendlyFromLine just changes the format of the From header, which you can customize by $FriendlyFromLineFormat. Chris -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com
Re: [rt-users] no To: header in AdminCC's mails
Thanks for your swift response Chris - thought it must be my config. In a similar vein, should i set FriendlyFromLine too to maintain RFC compliance? w. On 08/12/15 11:00, Christian Loos wrote: Am 08.12.2015 um 08:01 schrieb Woody - Wild Thing Safaris: Hi all, I was sure this would have come up somewhere but i can't make a search produce any results. This also tells me that it's most likely my error if no-one else has the problem Mails to "AdminCC" are sent as a BCC, but there is no To: or CC: fields, so spam filtering marks all the mails as spam. 1.2 MISSING_HEADERSMissing To: header 1.9 REPLYTO_WITHOUT_TO_CC REPLYTO_WITHOUT_TO_CC I have made a workaround solution by putting a To: header in the admincc template that sends the mail to a /dev/null mailbox, but that's hardly ideal. Below are the full headers of the mail thanks in advance for any suggestions Woody. You shoudl set the $UseFriendlyToLine config option: https://www.bestpractical.com/docs/rt/4.2/RT_Config.html#UseFriendlyToLine Chris -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com
[rt-users] no To: header in AdminCC's mails
Hi all, I was sure this would have come up somewhere but i can't make a search produce any results. This also tells me that it's most likely my error if no-one else has the problem Mails to "AdminCC" are sent as a BCC, but there is no To: or CC: fields, so spam filtering marks all the mails as spam. 1.2 MISSING_HEADERSMissing To: header 1.9 REPLYTO_WITHOUT_TO_CC REPLYTO_WITHOUT_TO_CC I have made a workaround solution by putting a To: header in the admincc template that sends the mail to a /dev/null mailbox, but that's hardly ideal. Below are the full headers of the mail thanks in advance for any suggestions Woody. Return-Path: Received: from deliver ([unix socket]) by math.xxx.net (Cyrus v2.3.16-Fedora-RPM-2.3.16-13.el6_6) with LMTPA; Mon, 07 Dec 2015 08:30:55 + X-Sieve: CMU Sieve 2.3 Received: from bodge.xxx.org ([xxx.xxx.xxx.xx]) by math.xxx.net with esmtp (Exim 4.72) (envelope-from ) id 1a5rCA-0001wG-7Q; Mon, 07 Dec 2015 08:30:55 + Received: from www-data by bodge.x.org with local (Exim 4.82) (envelope-from ) id 1a5rC4-0001D1-VW; Mon, 07 Dec 2015 08:30:49 + Subject: Re: Fw: WTG Jeep Cherokee 2006 From: works...@xxx.com Reply-To: works...@xxx.com In-Reply-To: References:<56654142.3090...@xxx.com> Message-ID: X-RT-Loop-Prevention: WT X-RT-Ticket: WT #82786 X-Managed-BY: RT 4.2.9 (http://www.bestpractical.com/rt/) X-RT-Originator: step...@xxx.org Content-Type: multipart/mixed; boundary="--=_1449477048-4190-15" Precedence: bulk Date: Mon, 07 Dec 2015 11:30:48 +0300 MIME-Version: 1.0 Content-Transfer-Encoding: 8bit X-Spam-Score: 2.5 (++) X-Spam-Report: Spam detection software, running on the system "math.xxx.net", has identified this incoming email as possible spam. The original message has been attached to this so you can view it (if it isn't spam) or label similar future email. If you have any questions, see the administrator of that system for details. Content preview: Ticket URL: http://rt.xxx.com/Ticket/Display.html?id=82786 Hi Woody, No idea whether it has been skimmed before. The previous owner is not contactable, so I cannot check with him. He had it from new, and I'm not aware of any earlier problems. [...] Content analysis details: (2.5 points, 5.0 required) pts rule name description -- -- -0.7 RCVD_IN_DNSWL_LOW RBL: Sender listed at http://www.dnswl.org/, low trust [xx.xx.xx.xx listed in list.dnswl.org] -0.0 SPF_PASS SPF: sender matches SPF record 1.2 MISSING_HEADERSMissing To: header 0.0 TVD_FW_GRAPHIC_NAME_MID BODY: Medium sized image attachment name 0.0 HTML_MESSAGE BODY: HTML included in message 1.9 REPLYTO_WITHOUT_TO_CC REPLYTO_WITHOUT_TO_CC This is a multi-part message in MIME format... =_1449477048-4190-15 Content-Type: multipart/alternative; boundary="--=_1449477048-4190-14" This is a multi-part message in MIME format... =_1449477048-4190-14 RT-Attach-Message: yes Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 Ticket URL: http://rt.xxx.com/Ticket/Display.html?id=82786 Hi Woody, Regards,
Re: [rt-users] Order of custom field updates
Thank you very much Gareth. That solved the problem. To complete this thread for others: Old versions < 3.8.2 need Set($UseTransactionBatch , 1); The batch/normal setting is in the bottom right of the "applies to" tab of the custom field's page. It is changed on adding a field to a queue, so to change mode on an already applied queue, remove the queue, and re add it in batch mode. w. On 06/12/14 22:01, Gareth Dawson wrote: Set the scrip to run as batch. It'll then run after all the other transactions have completed. Gareth On 6 December 2014 18:14:04 GMT+00:00, Woody - Wild Thing Safaris wrote: Hi folks, I have a scrip that runs onCustomFieldChange, and it creates another ticket using data from other custom fields. eg Payment amount - value Payment currency - select Payment destination - select Payment type - select A scrip triggers on change of Payment type, but when the new ticket is created, amount and currency are defined, but destination is not set so i get something like Incoming Payment of x GBP - . instead of Incoming Payment of GBP - Current account I have checked the id number of the custom fields thinking maybe they update in id order, but Payment Type is the lowest, and Payment Destination is not the highest. Payment type is the last in the list that's displayed, so I'm not sure how the order of field updates is decided. Can anyone suggest a solution or provide any info on how the order of field updates is defined and how i can change it (presumably by changing field names or deleting and re-adding?) thanks -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 657 799 468 Skype: woody1tz http://wildthingsafaris.com
[rt-users] Order of custom field updates
Hi folks, I have a scrip that runs onCustomFieldChange, and it creates another ticket using data from other custom fields. eg Payment amount - value Payment currency - select Payment destination - select Payment type - select A scrip triggers on change of Payment type, but when the new ticket is created, amount and currency are defined, but destination is not set so i get something like Incoming Payment of x GBP - . instead of Incoming Payment of GBP - Current account I have checked the id number of the custom fields thinking maybe they update in id order, but Payment Type is the lowest, and Payment Destination is not the highest. Payment type is the last in the list that's displayed, so I'm not sure how the order of field updates is decided. Can anyone suggest a solution or provide any info on how the order of field updates is defined and how i can change it (presumably by changing field names or deleting and re-adding?) thanks -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 657 799 468 Skype: woody1tz http://wildthingsafaris.com
[rt-users] Order of custom field updates
Hi folks, I have a scrip that runs onCustomFieldChange, and it creates another ticket using data from other custom fields. eg Payment amount - value Payment currency - select Payment destination - select Payment type - select A scrip triggers on change of Payment type, but when the new ticket is created, amount and currency are defined, but destination is not set so i get something like Incoming Payment of x GBP - . instead of Incoming Payment of GBP - Current account I have checked the id number of the custom fields thinking maybe they update in id order, but Payment Type is the lowest, and Payment Destination is not the highest. Payment type is the last in the list that's displayed, so I'm not sure how the order of field updates is decided. Can anyone suggest a solution or provide any info on how the order of field updates is defined and how i can change it (presumably by changing field names or deleting and re-adding?) thanks -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 657 799 468 Skype: woody1tz http://wildthingsafaris.com
[rt-users] Order of custom field updates
Hi folks, I have a scrip that runs onCustomFieldChange, and it creates another ticket using data from other custom fields. eg Payment amount - value Payment currency - select Payment destination - select Payment type - select A scrip triggers on change of Payment type, but when the new ticket is created, amount and currency are defined, but destination is not set so i get something like Incoming Payment of x GBP - . instead of Incoming Payment of GBP - Current account I have checked the id number of the custom fields thinking maybe they update in id order, but Payment Type is the lowest, and Payment Destination is not the highest. Payment type is the last in the list that's displayed, so I'm not sure how the order of field updates is decided. Can anyone suggest a solution or provide any info on how the order of field updates is defined and how i can change it (presumably by changing field names or deleting and re-adding?) thanks -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 657 799 468 Skype: woody1tz http://wildthingsafaris.com
Re: [rt-users] Graphical representation of open tickets
I asked the developer of RTx::Timeline, but he says he's not using RT anymore. I would be very keen to get Timeline up to date as we found it excellent with RT3, though i fear my ability to contribute might not be that great. I was planning to take a look at it to see how out of my depth it was w. On 23/10/14 16:41, Emmanuel Lacour wrote: On Thu, Oct 23, 2014 at 03:04:29PM +0200, markus.wildb...@eu.magna.com wrote: Hi there! Has anybody done a graphical representation (line graph) of open tickets over time? Our management forced me to create such a representation. I'm looking for a tool doing this graphing, having an x-axis as timeline and a graph for "Created", "Resolved" and "Open Tickets" per day (per queue, per user?!) Before I start to code these things I wanted to ask you, if there are maybe some snippets of code which I could use. Has anybody done such things before? I know two extensions: - RT::Extension::JSGantt: not really fit your needs but may be a base for coding - RTx::Timeline looks close to your needs, but pretty outdated/unmaintained -- --- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 657 799 468 Skype: woody1tz http://wildthingsafaris.com -- RT Training November 4 & 5 Los Angeles http://bestpractical.com/training