Re: [rt-users] Problem with RT::SystemUser in escalatePriority
Hi Christian! Thanks a lot for your response! This solved my problem! As we have different lifecycles in place, I stay with looping through all queues... Greetings, Markus Von: Christian Loos An: markus.wildb...@magna.com, rt-users@lists.bestpractical.com, Datum: 29.10.2015 15:33 Betreff: Re: Problem with RT::SystemUser in escalatePriority Am 29.10.2015 um 13:58 schrieb markus.wildb...@magna.com: > Hi guys! > > Since a couple of days, I have the problem, that my priority escalation > script doesn't work anymore. Script is attached... > > > > The error message is: > > Name "RT::SystemUser" used only once: possible typo at > ./rt-escalatePriority line 36. > Can't locate object method "Deprecated" via package "RT" at > /opt/rt4/lib/RT/Interface/CLI.pm line 93. > > > I currently cannot figure out, what's the problem with the mentioned > line 36: > > my $queues = new RT::Queues($RT::SystemUser); > > > Does anybody know this problem? > > > Greetings, > Markus Hi Markus, remove the following lines --- package RT; use RT::Interface::CLI qw(CleanEnv); # Clean our the environment CleanEnv(); # Load the RT configuration RT::LoadConfig(); # Initialise RT RT::Init(); my $queues = new RT::Queues($RT::SystemUser); --- with --- use RT::Interface::CLI qw(Init); Init(); my $queues = RT::Queues->new(RT->SystemUser); --- Also, do you have different Lifecycles defined? If not, then you can use the rt-crontool with --search RT::Search::FromSQL and a search like -search-arg "Status != 'resolved' AND Status != 'rejected'" instead if use a Perl script to loop over the queues and then call rt-crontool from within the Perl script. See also the second example in https://www.bestpractical.com/docs/rt/4.2/automating_rt.html#Escalating-Priority Chris
[rt-users] Problem with RT::SystemUser in escalatePriority
Hi guys!
Since a couple of days, I have the problem, that my priority escalation
script doesn't work anymore. Script is attached...
The error message is:
Name "RT::SystemUser" used only once: possible typo at
./rt-escalatePriority line 36.
Can't locate object method "Deprecated" via package "RT" at
/opt/rt4/lib/RT/Interface/CLI.pm line 93.
I currently cannot figure out, what's the problem with the mentioned line
36:
my $queues = new RT::Queues($RT::SystemUser);
Does anybody know this problem?
Greetings,
Markus
#!/usr/bin/perl
#
# This script is one way to escalate ticket priorities for all queues.
#
# Author: Petter Reinholdtsen
# Date: 2004-08-31
#
# Based on shell version previously on
# http://wiki.bestpractical.com/index.cgi?ConfigureEscalationExample>
# and
# http://wiki.bestpractical.com/index.cgi?ConfigureEscalation>
#
# Run from cron as user rt-user, making sure rt-user is also a privileged
# RT user with 'Unix name' set to rt-user and having global permissions
# ShowTicket and ModifyTicket.
use strict;
use warnings;
# Location of RT's libs and scripts
use lib ("/opt/rt4/lib", "/opt/rt4/local/lib");
my $crontool = "/opt/rt4/bin/rt-crontool";
package RT;
use RT::Interface::CLI qw(CleanEnv);
# Clean our the environment
CleanEnv();
# Load the RT configuration
RT::LoadConfig();
# Initialise RT
RT::Init();
my $queues = new RT::Queues($RT::SystemUser);
$queues->LimitToEnabled();
# escalate tickets for all queues
while (my $queue = $queues->Next) {
my $queuename = $queue->Name;
system("$crontool --search RT::Search::ActiveTicketsInQueue " .
"--search-arg \"$queuename\" ".
"--action RT::Action::MyEscalatePriority");
}
[rt-users] Antwort: Re: Including latest transactions in RSS-Feed
Hi Christian! Thanks for your input. Now I managed to change the RSS content, so that it outputs the latest transaction (Comment/Correspond) for each ticket in the search result. Maybe someone updates this in the release version, because I think, that this content is of a bigger interest than just the contents of the initially created tickets. Patch file is attached... Greetings, Markus P.S.: Danke nochmal für die Unterstützung - hat mir sehr geholfen! ResultsRSSView.patch Description: Binary data
Re: [rt-users] Including latest transactions in RSS-Feed
Hi guys!
I've managed, to play a little bit with the RSS-feed generation at
/html/Search/Elements/ResultsRSSView
But at the moment I'm stuck at fetching the latest transaction with type
"Correspond" or "Comment" from the database for displaying the right
content.
Is anybody out there who could help me with this?
My current code looks like:
while ( my $Ticket = $Tickets->Next()) {
my $transactions = RT::Transactions->new($session{CurrentUser});
$transactions->LimitToTicket($Ticket->id);
# Limit to transactions with type "Comment"
$transactions->Limit(
FIELD => 'Type',
VALUE => 'Comment'
);
my $content = $transactions->Last->Content;
...
I get the following error in the logs:
Can't call method "Content" on an undefined value at
/opt/rt4-devel/local/html/Search/Elements/ResultsRSSView
I don't know actually, why the variable $transactions has an undefined
value.
Greetings,
Markus
Re: [rt-users] Accidently removed Admin rights from users, whoopsy daisy
Hi! Maybe the article at http://requesttracker.wikia.com/wiki/RecoverSuperUserRights can help. You have to consider a version change to RT 4, maybe... BR, Markus
Re: [rt-users] Including latest transactions in RSS-Feed
Is anybody out there who could lead me into the right direction? Maybe der is already a plugin handling this??? BR, Markus
Re: [rt-users] Customizing with overlays, question about file path
The right path for this is /opt/rt4/local The other path only holds sources... Regards, Markus
[rt-users] Including latest transactions in RSS-Feed
Hi guys! I'm looking for a possibility to include the latest transactions (comments, correspondance) in the RSS feed of a saved search. At the moment, only the content of the FIRST transaction is included into the feed. What I'm looking for is a possibility to have every transaction (of types Create, Correspond, Comment, Resolve) for a ticket in the feed. How could I achieve this? BR, Markus
[rt-users] Send dashboard to members of a group
Hi guys! I have a dashboard which I want to send to all members of a specified group. What would be the best way to do this? Is there a way to force all users to subscribe this dashboard? Or is there a way through rt-crontool? I'm not sure at the moment, in which direction i should go. Would be great, if someone of you could show me the way... Regards, Markus
Re: [rt-users] RT 4.x multi-instances
Hello! We are running two instances of RT (4.2.9 with MySQL) as two completely separated installs (the installation is done in two different directories). Access is separated through Apache Alias configuration. We haven't had problems in the past, all is working fine... BR, Markus
[rt-users] Migrating maildomain
Hi guys! We are currently in a corporate-wide migration process of our mail domains. Old domain: @xy.company.com New domain: @company.com We are using ExternalAuth to connect to our LDAP. At the moment, the mail addresses in LDAP correspond to the old maildomain. If a user logs on at RT (or sends a mail), is the email address updated automatically or do we get new users with the new mail adresses? How could I tell RT, that two mail addresses correspond to the same user? Is there anything i could configure?? Would be great, if someone has some hints for me where to start... Greetings, Markus
Re: [rt-users] Graphical representation of open tickets
As far as I know, there is no possibility to draw line-charts with the built in charting functions. Also, the problem I have is calculating the number of open tickets per day. Is there a CLI-function which I could use? I need to know the number of open (not resolved and not rejected) at a specific day! Greetings, Markus-- RT Training November 4 & 5 Los Angeles http://bestpractical.com/training
[rt-users] Graphical representation of open tickets
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? Greetings, Markus-- RT Training November 4 & 5 Los Angeles http://bestpractical.com/training
[rt-users] How to correctly dump metadata other RT environment?
Hi guys! I'm trying to move all customizations I did in our productive environment to our test environment (on a clean, fresh installation). I do not want to transfer the complete database because I dont need the tickets (and all the other stuff like transactions, etc.). So I thought the right way is to use the rt-dump-metadata program. If I try to import the metadata-file through rt-setup-database into the test-environment I get errors and the configuration is not transferred successfully! Could someone of you give me an explanation, what the definite steps for moving this metadata are? My approach was the following: Export: rt4/sbin/rt-dump-metadata -a -s > metadata.xml Import: rt4-devel/sbin/rt-setup-database --action drop rt4-devel/sbin/rt-setup-database --action create,schema rt4-devel/sbin/rt-setup-database --action insert --datafile ../rt4/metadata.xml Did I miss a step? I don't know if I have to do --action acl,coredata first or not. However, I get many different errors. I'm using two completely separated instances of RT 4.2.7 with MySQL 5.5.38 on Debian 7 Would be fine, if someone has some input for me! I will try the recommended steps and get the definite error messages for you afterwards... Greetings, Markus Wildbolz-- RT Training November 4 & 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] Missing translation of "Take" after upgrade to 4.2.7
Hi Kevin!
Thanks for the input. I already tried a fresh installation (deleted
database and initialize-database) on my development environment with no
effect.
Maybe the problem was a not correctly cleaned mason cache?!?! (Today I
tried a completely new installation and then the translation was correct!)
I now have re-imported the saved search attribute from the
initialdata-file via
# repair-search.txt
@Attributes = (
{ Name => 'Search - Unowned Tickets',
Description => '[_1] newest unowned tickets', # loc
Content =>
# 'Take' #loc
{ Format => q{'__id__/TITLE:#',}
. q{'__Subject__/TITLE:Subject',}
. q{QueueName, ExtendedStatus, CreatedRelative, }
. q{'__loc(Take)__/TITLE:NBSP'},
Query => " Owner = 'Nobody' AND ( Status = 'new' OR Status =
'open')",
OrderBy => 'Created',
Order => 'DESC'
},
},
);
./sbin/rt-setup-database --action insert --datafile repair-search.txt
--dba mysql
and now it is working fine. Thanks!
Greetings.--
RT Training November 4 & 5 Los Angeles
http://bestpractical.com/training
[rt-users] Missing translation of "Take" after upgrade to 4.2.7
Hi there! I've encountered a problem after the upgrade to 4.2.7: In the system saved search "10 newest unowned tickets " the string "Take" is not translated anymore. Is there something i can do? All worked fine before the update. What is missing now? Greetings, Markus -- RT Training November 4 & 5 Los Angeles http://bestpractical.com/training
[rt-users] Problem with translation - different translation of the english word 'open' regarding the context
Hi there! Since the update to 4.2.7 i figured out, that there is a new issue regarding the (german) translation. For the ticket-status, "open" has to be translated to "offen". On the other hand, in the Self-Service area, "open" hast o be translated to "offenen" because of the context "Meine offenen Tickets" (My open tickets). Is there a possibility to fix this problem? Is it possible to translate the same english word differently? As I remember, there was a change coming in 4.2.7 regarding a translation issue in the SelfService pages (commit 1d0b91823db7856be3727fd351a3d7d3d5a9a2c5). Greetings, Markus-- RT Training November 4 & 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] Notify about tickets that are Due in 48 hours
Hi! Thats not a big thing, if you read and follow the instructions at http://requesttracker.wikia.com/wiki/Reminders This is working for me like a charm! Greetings, Markus-- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Number of displayed rows of a saved search in dashboard
I figured out, that if I change and save the settings for number of rows in the subscription view (rt/Dashboards/Subscription.html), this also effects the number of rows displayed within the dashboard (even if I select "never" within the subscriptions frequency). Is that a bug or a feature? In my opinion, it would be best to have a seperated control for the number of rows displayed in the WebUI, completly separated from the subscriptions. Greetings, Markus-- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] Number of displayed rows of a saved search in dashboard
Hi guys. I've constructed several saved searches (everyone with the number of rows per page set to 10) and wanted to get them into a dashboard for overview. I now have the problem, that the dashboard shows more than the specified 10 rows and i cannot find any other possibility to get rid of this. Also, it is interesting, that the system saved searches (e.g. Saved Search: My Tickets) also come up with " 50 highest priority tickets I own" . Does anyone have a clue for me where to start searching for the problem? Is there maybe any other configuration-option i missed? Thanks in advance, Markus-- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Inclusion of commit 1d0b91823db7856be3727fd351a3d7d3d5a9a2c5 - Translate the full title string, not as piecemeal bits
Hi Alex! Thanks for the explanation... Waiting for rc now :-) Greetings, Markus -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] Inclusion of commit 1d0b91823db7856be3727fd351a3d7d3d5a9a2c5 - Translate the full title string, not as piecemeal bits
Hi guys! I just wanted to ask, why the commit '1d0b91823db7856be3727fd351a3d7d3d5a9a2c5' from the git-repo isn't included in the current stable 4.2.6 release?!? Greetings, Markus -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] Possible bug updating user information from LDAP - A charset issue?
Hi guys! I've connected my RT installation via RT::Authen::ExternalAuth to my active directory server. All now is working fine, but I found in the logs, that my user information is updated every time i log on to RT saying in the logs [8682] [Sat Jun 21 11:19:10 2014] [debug]: UPDATED user markus.wildbolz: User markus.wildbolz: City changed from 'G?ssendorf' to 'G?ssendorf' (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:452) But there is no change in the user information in AD. Maybe this has something todo with the used character set, because the right value would be 'Gössendorf' (or same issue with 'Österreich'). Is there any possibility to get rid of this?? Greetings, Markus -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Problem with WYSIWYG Editor in tickets
You are great. The update to 4.2.5rc1 definitely solved my problems! Thanks for the quick response! Greetings from Austria, Markus -Ursprüngliche Nachricht- Von: Kevin Falcone [mailto:falc...@bestpractical.com] Gesendet: Mo 02.06.2014 16:48 An: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] Problem with WYSIWYG Editor in tickets On Mon, Jun 02, 2014 at 12:18:56PM +0100, Keith Macpherson wrote: > Markus Wildbolz wrote, On 01/06/2014 21:00: > > I have made a new installation of RT 4.2.4 on Debian 7. > I now have the problem (in comparison to my old system running RT 4.0.1) > that it is not > possible to create a HTML-Table via the WYSIWYG interface. If i click > the button, the screen > is gray for a moment and nothing happens! > Also, I cannot paste content from MS-Word via the appropriate button. > >Sounds like you are experiencing similar issues I have with the CKEditor > element. Alex >commented last week that there are some fixes scheduled for inclusion in > the 4.2.5 update >which may be in rc1 this week. I'd suggest waiting for that update. RC1 was released last week. Reports of successes or failures are useful. http://www.gossamer-threads.com/lists/rt/devel/123459 -kevin -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] Problem with WYSIWYG Editor in tickets
Hi there! I have made a new installation of RT 4.2.4 on Debian 7. I now have the problem (in comparison to my old system running RT 4.0.1) that it is not possible to create a HTML-Table via the WYSIWYG interface. If i click the button, the screen is gray for a moment and nothing happens! Also, I cannot paste content from MS-Word via the appropriate button. Do you have any recommendations for my what i can check? Maybe I should notice, that I upgraded the database from my old system... Thanks in advance, Markus W. -- RT Training - Boston, September 9-10 http://bestpractical.com/training
