[rt-users] Internet Explorer 9 + RT 3.8.8 cannot download attachments
Has anyone encountered this issue? If you have were there any solutions? So far I can't download PDF, DOC, DOCX Able to download JPGs.
Re: [rt-users] Internet Explorer 9 + RT 3.8.8 cannot download attachments
On Fri, Mar 18, 2011 at 10:06 AM, Kevin Falcone wrote: > On Fri, Mar 18, 2011 at 10:00:01AM -0400, slamp slamp wrote: >> Has anyone encountered this issue? If you have were there any solutions? >> So far I can't download PDF, DOC, DOCX >> Able to download JPGs. > > What does "can't download" mean? > > -kevin > I click on an attachment in RT, nothing happens. I right click save the attachment, IE gives an error stating the file couldn't be downloaded. I am just worried since IE 9 has finally hit RTM and I'm sure someday it will be part of Windows Updates and these users will not be able to download attachments. I found this link: http://support.microsoft.com/kb/316431 Is RT in anyway setting pragma: no-cache in the headers? If only I can have all these users use Firefox then there would be no issues. My Setup: CentOS 4.9 MySQL 4.1.22 Perl v5.8.5 httpd-2.0.52 + FastCGI
Re: [rt-users] Internet Explorer 9 + RT 3.8.8 cannot download attachments
On Fri, Mar 18, 2011 at 11:02 AM, Kevin Falcone wrote: > On Fri, Mar 18, 2011 at 10:48:43AM -0400, slamp slamp wrote: >> > What does "can't download" mean? >> >> I click on an attachment in RT, nothing happens. I right click save >> the attachment, IE gives an error stating the file couldn't be >> downloaded. I am just worried since IE 9 has finally hit RTM and I'm >> sure someday it will be part of Windows Updates and these users will >> not be able to download attachments. >> >> I found this link: http://support.microsoft.com/kb/316431 >> >> Is RT in anyway setting pragma: no-cache in the headers? >> >> If only I can have all these users use Firefox then there would be no issues. > > That article refers to SSL, you don't say if you're using SSL. > RT shouldn't be setting it, but you can always confirm that with > Firefox by looking at the headers. > > -kevin > >> My Setup: >> CentOS 4.9 >> MySQL 4.1.22 >> Perl v5.8.5 >> httpd-2.0.52 + FastCGI > I apologize, I am using SSL on our RT. Sure enough according to Firefox our server is setting Pragma: no-cache in the headers. Now to investigate how to turn this off on Apache if RT is not setting it... Cache-Control:no-cache Connection:close Content-Type:text/html; charset=utf-8 Date:Fri, 18 Mar 2011 15:30:00 GMT Pragma:no-cache Server:Apache/2.0.52 (CentOS) Set-Cookie:; path=/ Transfer-Encoding:chunked
[rt-users] duplicate e-mail
We have RT setup so any correspondence will be added as a Cc. No duplicate is being sent if the owner is Nobody. Once the ticket is owned by somebody that is already a Cc then duplicate comes. Please help, thanks. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] multiple deletes
is it safe to delete tickets directly from the mysql db? meaning change status to 'delete' from 'new'? and then let RTx-Shredder do its thing? we have a bunch of tickets that needs to be deleted (SPAM got through) and there is not quick way of deleting them other than going into the actual ticket setting status to deleted. is there a delete link? like a take link? ___ 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] modifying group or queues
i am stumped. i have granted all rights to a group and all rights to a user belonging to that group within the queue and when i log in as that user there is no place to modify the group or the queue. where do i go? i did this in: configuration -> groups -> groupname -> group rights configuration -> groups -> groupname -> user rights configuration -> queue -> queuename -> group rights configuration -> queue -> queuename -> user rights when i log in as a super user, i can click on configuration and modify what i need but when i log in as another user that is not a super user, i do not know where i can modify the group or queue. the manual states that i should be able to modify queue/group when i grant the rights which i did. any help is greatly appreciated. ___ 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] modifying group or queues
does it have to be global for this to work? On 6/26/07, slamp slamp <[EMAIL PROTECTED]> wrote: i am stumped. i have granted all rights to a group and all rights to a user belonging to that group within the queue and when i log in as that user there is no place to modify the group or the queue. where do i go? i did this in: configuration -> groups -> groupname -> group rights configuration -> groups -> groupname -> user rights configuration -> queue -> queuename -> group rights configuration -> queue -> queuename -> user rights when i log in as a super user, i can click on configuration and modify what i need but when i log in as another user that is not a super user, i do not know where i can modify the group or queue. the manual states that i should be able to modify queue/group when i grant the rights which i did. any help is greatly appreciated. ___ 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] allowing groups to create users
Can this be done without making the group or user a SuperUser? ___ 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] modifying group or queues
Kenn, Sorry I was not clear. What I wanted to do was for users to be able to modify the groups they belong in and the queues they have rights for. I granted the rights to the user thinking it would allow me to see the Configuration but as Stephen said I only needed to add ShowConfig. I have now remove the rights I added to the user. On 6/27/07, Kenneth Crocker <[EMAIL PROTECTED]> wrote: Slamp, Why did you grant the rights to the user when that user already had the rights by being in the group? By "all rights" just what do you mean. Rights for a queue is not the same as rights to modify a group or membership of said group. Just like grant the right to modify a ticket is not the same as the right to modify a custom field. What is it you want the group (and members in said group) to do? Both in relation to tickets in a queue and in terms of administration of a group? Kenn LBNL slamp slamp wrote: > i am stumped. i have granted all rights to a group and all rights to a > user belonging to that group within the queue and when i log in as > that user there is no place to modify the group or the queue. where do > i go? > > i did this in: > > configuration -> groups -> groupname -> group rights > configuration -> groups -> groupname -> user rights > > configuration -> queue -> queuename -> group rights > configuration -> queue -> queuename -> user rights > > when i log in as a super user, i can click on configuration and modify > what i need but when i log in as another user that is not a super > user, i do not know where i can modify the group or queue. the manual > states that i should be able to modify queue/group when i grant the > rights which i did. > > any help is greatly appreciated. > ___ > 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] one ticket for all alerts
Is there a way to make RT only open one ticket for all alerts it is receiving from a specific device? Lets say it is coming from [EMAIL PROTECTED] I only want it to open 1 ticket. This is to keep track of the alerts it is sending in only one ticket. Thank you for your assistance. ___ 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] e-mail did not send to recipients
e-mail was processed by RT. /var/log/messages states that it sent it to specified recipients. under history in web view, it shows that it sent to the specified recipients. but no e-mail were ever sent! this is the only that did not get sent. other e-mails before and after this message were sent. it looks like it was sent using Vista and Office 11. Are there issues with RT and VISTA/OFFICE11? we do not want to lose mail (by not being able to see it from our inbox). here is the html content of the e-mail (extracted from RT) http://www.w3.org/TR/REC-html40";> TEXT WAS HERE TEXT WAS HERE TEXT WAS HERE TEXT WAS HERE TEXT WAS HERE SYSTEM DETAILS: CentOS release 4.5 RT 3.6.3 FastCgiIpcDir /var/cache/rt3 ServerAdmin [EMAIL PROTECTED] ServerName rt.domain.com.net TransferLog /var/log/httpd/access_log ErrorLog/var/log/httpd/error_log DocumentRoot /opt/rt3/share/html SSLEngine on SSLCertificateFile /etc/httpd/conf/ssl/rt.domain.com.net.crt SSLCertificateKeyFile /etc/httpd/conf/ssl/rt.domain.com.net.key SSLCACertificateFile /etc/httpd/conf/ssl/sf_issuing.crt AddDefaultCharset UTF-8 AddHandler fastcgi-script .fcgi Options FollowSymLinks ExecCGI AllowOverride None Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ ___ 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] resolve interface.
when i click on resolve to close a ticket and i do not want certain people (requestors, Ccs) to be notified, there is no addresses to check at the bottom of the page to take out. all i see is the following: This message will be sent to... (Check boxes to disable notifications to the listed recipients) Messages about this ticket will not be sent to... (Check boxes to enable notifications to the listed recipients) i remember being able to check e-mails i do not want to be notified. Yes I have requestors and Ccs on the ticket. CentOS 4.5 RT 3.6.3 ___ 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 At A Glance per group
is there a way to customize RT At A Glance per group? I only see configuration on a Global basis or on a per user basis. I need this to customize what each group can see in the rt at a glance. I have a search that shows oldest unowned tickets and i have a group that can see everything. but of course i do not want this group to show all unowned from other groups. ___ 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 At A Glance per group
anybody? On 7/17/07, slamp slamp <[EMAIL PROTECTED]> wrote: is there a way to customize RT At A Glance per group? I only see configuration on a Global basis or on a per user basis. I need this to customize what each group can see in the rt at a glance. I have a search that shows oldest unowned tickets and i have a group that can see everything. but of course i do not want this group to show all unowned from other groups. ___ 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] needs clarification on Cc and Bcc
ticket is owned by nobody. ticket has multiple Cc's. two e-mail goes out. one e-mail only has one recipient (the e-mail address of RT itself). 2nd e-mail has the RT e-mail address and ALL Cc's. How can I prevent the 2nd e-mail from going out? How can I have RT only show the RT e-mail address in the e-mail but also send the correspondence to all that is in the Cc's. We want to prevent a user from hitting Reply All and thus getting duplicate e-mails. Thanks for you help. ___ 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] help with script.
Currently I have this script to notify AdminCc on correspond when a
ticket is owned by Nobody.
Condition: User Defined
Action: Notify AdminCcs
Template: Global template: Correspondence
Stage: TransactionCreate
if (($self->TransactionObj->Type eq "Correspond") and
($self->TicketObj->OwnerObj->Id == $RT::Nobody->Id)) { return(1); }
else { return(undef); }
How do I edit this so it will not send to AdminCcs that are already
part of the Cc? The reason being I also have another scrip that adds a
corresponder as a Cc.
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[rt-users] only show RT e-mail address in the e-mail
How can I have RT show only the e-mail address associated with the queue? For example if there is a Cc associated with the ticket, how can I disable RT from showing Cc on the e-mail? I want to prevent anyone from reply all. Also how can I extract a Cc from a new e-mail (correspondence) to be added as Cc in RT? Thanks. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] notify all?
is there a notify all Action? Currently I have Notify Requestors and Cc's and also Notify Owner. If a ticket has the same owner and requested, they get a duplicate. there is no built in Notify Owner, Requestors, Ccs. Please help. ___ 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] needs clarification on Cc and Bcc
How can I make it so all e-mails sent out is a Bcc? This will get rid of the issue when some users hit Reply All and recipients getting duplicates. We want our users to be able to reply to the queue e-mail only. On 8/2/07, slamp slamp <[EMAIL PROTECTED]> wrote: > The way our RT is setup AdminCc does not get all correspondence. We > only want them to get correspondence when a new ticket is created or > if the ticket is owned by nobody. the issue was when somebody replies > to a ticket that nobody owns everyone gets a correspondence. once that > ticket is owned by somebody, and a reply was made to it, RT does not > send e-mail to the first person who originally replied to the ticket. > the way to solve this was to add corresponders as a Cc automacally. > > the conditions for the scrips i mentioned are the built in condition > "On Correspond" > > On 8/2/07, Kenneth Crocker <[EMAIL PROTECTED]> wrote: > > Slamp, > > > > > > Well, the problem, as I see it, is you have some users in two > > different > > list (of recipients). If someone is AdminCc, why add them as cc? It > > doesn't make sense, especially if they are already gonna get a notice as > > an AdminCc. Also, it still is not clear as to what is triggering the > > notification. You stated "Notify Requestors & CC's". Notify them of > > what? What type of condition made the notification necessary? What > > template? Is the condition user-defined? This info is kinda important in > > debugging notifications. > > > > Kenn > > LBNL > > > > slamp slamp wrote: > > > in this transaction we have: > > > > > > Notify Requestors and CCs > > > Notify AdminCc when owner is nobody > > > > > > Some users are in AdminCc and also added as a Cc. > > > > > > Is there a way to Bcc the Ccs? > > > > > > On 8/2/07, Kenneth Crocker <[EMAIL PROTECTED]> wrote: > > >> slamp, > > >> > > >> > > >> What kind of transaction triggered the notifications? As to > > >> keeping > > >> user's from hitting ReplyAll, we had to train/educate them as well as > > >> modify our templates to include the declaration "DO NOT REPLYALL on this > > >> E_mail!". It worked. We do not have any users getting duplicate e_mails > > >> or creating extra tickets from their reply. Your problem may also be > > >> with the kind of global/Queue notification scrips you have in place. > > >> > > >> > > >> Kenn > > >> LBNL > > >> > > >> slamp slamp wrote: > > >>> ticket is owned by nobody. > > >>> ticket has multiple Cc's. > > >>> > > >>> two e-mail goes out. > > >>> one e-mail only has one recipient (the e-mail address of RT itself). > > >>> 2nd e-mail has the RT e-mail address and ALL Cc's. > > >>> > > >>> How can I prevent the 2nd e-mail from going out? How can I have RT > > >>> only show the RT e-mail address in the e-mail but also send the > > >>> correspondence to all that is in the Cc's. > > >>> > > >>> We want to prevent a user from hitting Reply All and thus getting > > >>> duplicate e-mails. > > >>> > > >>> Thanks for you help. > > >>> ___ > > >>> 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] help needed on bcc
hello. i am in a dilemma. i have two group watchers. one as admincc and one as cc. how can i make it so that an e-mail coming from rt does not show a cc? the reason for these two are simple. when a ticket comes in, it notifies admincc because it is assigned to nobody and cc will get all correspondence. i also have a script that adds a corresponder (someone that replied) as a Cc. how can I add as a Bcc? we are having issues with duplicate mails because everyone is hitting reply all. thanks for the help. ___ 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 At A Glance
Can anyone point me on how to build a search to search for unowned tickets but only to the groups you belong to? we have multiple groups, one group has access to every queue and when i build a search for all unowned tickets, all tickets from different queues are shown. the reason for this is we want this one group to manage all other groups/queues but not necessarily the tickets themselves. ___ 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 At A Glance
thanks jason unfortunately this will not work for me as we have rights
to take tickets in all queues. i think the best way is for the search
to decipher which group the user belongs to and then show only what
the group can see.
On 9/21/07, Jason Long <[EMAIL PROTECTED]> wrote:
> >>>> "slamp slamp" <[EMAIL PROTECTED]> 9/20/07 11:01 AM >>>
> >Can anyone point me on how to build a search to search for unowned
> >tickets but only to the groups you belong to?
> >
> >we have multiple groups, one group has access to every queue and when
> >i build a search for all unowned tickets, all tickets from different
> >queues are shown. the reason for this is we want this one group to
> >manage all other groups/queues but not necessarily the tickets
> >themselves.
>
>
>
> The following patch may or may not be helpful... I created this a while ago
> to address a similar complaint about the "newest unowned tickets" list. You
> could use the "Take" right to determine which queues different groups should
> see.
> Jason
>
>
>
> >>> Jason Long <[EMAIL PROTECTED]> 9/21/07 8:43 AM >>>
> This patch changes the behavior of the "newest unowned tickets list"
> to limit the query to queues where the user has the "take" right.
>
> It's kind of a hack, since it is logic that triggers based on the
> name of the query: "Unowned Tickets".
>
> This solves two problems:
>
> 1. formerly, if the 10 newest tickets were tickets the user couldn't
>see, the "10 newest unowned tickets" box would be blank, even
>if there were other tickets that he could see
>
> 2. formerly, the "10 newest unowned tickets" would display tickets in
>all queues the current user could see, not just queues that the
>current user might be interested in
>
> This creates a potential new issue:
>
> * if your RT system has many queues, and the current user can "take"
> tickets in many of those queues, you may experience performance
> issues.
> ---
>
> html/Elements/ShowSearch | 22 ++
> 1 files changed, 22 insertions(+), 0 deletions(-)
>
> diff --git a/html/Elements/ShowSearch b/html/Elements/ShowSearch
> index ded865b..d50a8b9 100644
> --- a/html/Elements/ShowSearch
> +++ b/html/Elements/ShowSearch
> @@ -93,6 +93,28 @@ if ($SavedSearch) {
> }
>
> $SearchArg = $user->Preferences( $search, $search->Content );
> +if ($Name eq "Unowned Tickets")
> +{
> + # list of queues on system
> + my $queues = RT::Queues->new($session{CurrentUser});
> + $queues->UnLimit;
> + my @queues;
> + while (my $queue = $queues->Next) { push @queues, $queue; };
> +
> + # determine which queues the current user has "TakeTicket" right
> + my $principal = $session{CurrentUser}->PrincipalObj;
> + @queues = grep { $principal->HasRight(
> + Object => $_,
> + Right => "TakeTicket") } @queues;
> + if (@queues)
> + {
> + $SearchArg->{'Query'} .=
> + ' AND ( '
> + . join(' OR ',
> + map { "'Queue' = '" . $_->Name . "'" } @queues)
> + . ' ) ';
> + }
> +}
> $customize = $RT::WebPath . '/Prefs/Search.html?'
> . $m->comp( '/Elements/QueryString',
> name => ref($search) . '-' . $search->Id );
>
>
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Re: [rt-users] help needed on bcc
bump. On 9/7/07, slamp slamp <[EMAIL PROTECTED]> wrote: > hello. i am in a dilemma. > > i have two group watchers. one as admincc and one as cc. how can i > make it so that an e-mail coming from rt does not show a cc? the > reason for these two are simple. when a ticket comes in, it notifies > admincc because it is assigned to nobody and cc will get all > correspondence. i also have a script that adds a corresponder (someone > that replied) as a Cc. how can I add as a Bcc? we are having issues > with duplicate mails because everyone is hitting reply all. > > thanks for the help. > ___ 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] adding bcc
hi, i am using the following custom action preparation code i found on
the wiki. how do i do the same exact thing except for a bcc? and then
how do i create an action to notify bcc?
#uncomment Logger stuff for debuging
$RT::Logger->debug('Running Script ScriptAddCC');
my $Actor = $self->TransactionObj->Creator;
my $Corresponder_id = $self->TransactionObj->CreatorObj->PrincipalId;
my $OwnerEmail = $self->TicketObj->OwnerObj->EmailAddress();
# exit if actor is RT_SystemUser
return 1 if $Actor == $RT::SystemUser->id;
# get out if corresponder is already owner, requestor, cc or admincc.
if ( $self->TicketObj->IsWatcher( Type => 'Requestor', PrincipalId =>
$Corresponder_id) ){
$RT::Logger->debug("ScriptAddCC - Corresponder is Requestor, exit");
return 1;
}
if ( $self->TicketObj->IsWatcher( Type => 'Cc', PrincipalId =>
$Corresponder_id) ){
$RT::Logger->debug("ScriptAddCC - Corresponder is in CC, exit");
return 1;
}
if ( $self->TicketObj->IsWatcher( Type => 'AdminCc', PrincipalId =>
$Corresponder_id) ){
$RT::Logger->debug("ScriptAddCC - Corresponder is in AdminCC, exit");
return 1;
}
if ( $self->TicketObj->IsWatcher( Type => 'Owner', PrincipalId =>
$Corresponder_id) ){
$RT::Logger->debug("ScriptAddCC - Corresponder is the ticket Owner, exit");
return 1;
}
#RuslanZakirov's check
my ($status, $msg) = $self->TicketObj->AddWatcher(
Type => "Cc",
PrincipalId => $Corresponder_id
);
unless ( $status ) {
$RT::Logger->error("Couldn't add watcher: $msg");
}
return 1;
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[rt-users] HasRight called with no valid object.
After upgrading to 3.6.5 from 3.6.3 I receive this in my log when I click Delegation under preferences. I am running on CentOS release 4.5 RT: HasRight called with no valid object (/opt/rt3/lib/RT/Principal_Overlay.pm:323) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Difference between a ticket AdminCc and queue AdminCc
Is there a way to distinguish if the AdminCc belongs to the ticket AdminCc or the queue AdminCc? Are they the same? We have an AdminCc group for a queue. We want to set corresponders as an AdminCc so they get Bcc'd instead of Cc'd. If I create a Scrip that says notify AdminCc on correspond, will RT send to the ticket AdminCc or the queue AdminCc? I don't know if I am making any sense but please help me clear this up. currently all corresponders are added as Cc's and they show up in the customers Cc list which we do not want. How can we avoid this? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] key used to sign rt releases
where can i get the key used to sign the releases? i couldn't locate anything on the site. ___ 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 add ability to escalate to another queue
Has anyone done this? We have this requirement in our workflow. ___ 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 add ability to escalate to another queue
I have put together the following using resources already on the web.
Can anyone help fix the code? Basically I want to change the queue
when a user changes the CF value to Yes and while doing that add the
user as a Cc and set the owner to Nobody. So the change queue code
works, but then the user no longer has permission to view/reply to the
ticket.
Conditon: User Defined
Action: User Defined
Template: blank
State TransactionCreate
Custom condition:
return 1 unless ($self->TicketObj->FirstCustomFieldValue('Escalate') =~ /Yes/i);
Custom action prep code:
#Change ticket's queue with target queue name
my $TargetQueueName = 'MyQueue';
my $TicketObj = $self->TicketObj;
my $Actor = $self->TransactionObj->CreatorObj->Id;
my ($status, $msg) = $TicketObj->SetQueue( $TargetQueueName );
unless( $status ) {
die "Error: $msg";
}
my ($status, $msg) = $self->TicketObj->AddWatcher(
Type => "Cc",
PrincipalId => $Actor
);
Jun 24 11:24:29 rt RT: Scrip 65 Prepare failed: Error: That is the
same value at (eval 10120) line 7. Stack: [(eval 10120):7]
[/opt/rt3/lib/RT/ScripAction_Overlay.pm:234]
[/opt/rt3/lib/RT/Scrip_Overlay.pm:478]
[/opt/rt3/lib/RT/Scrips_Overlay.pm:239]
[/opt/rt3/lib/RT/Transaction_Overlay.pm:173]
[/opt/rt3/lib/RT/Record.pm:1466]
[/opt/rt3/lib/RT/Ticket_Overlay.pm:3554]
[/opt/rt3/lib/RT/Ticket_Overlay.pm:2024] [(eval 10101):5]
[/opt/rt3/lib/RT/ScripAction_Overlay.pm:234]
[/opt/rt3/lib/RT/Scrip_Overlay.pm:478]
[/opt/rt3/lib/RT/Scrips_Overlay.pm:239]
[/opt/rt3/lib/RT/Transaction_Overlay.pm:173]
[/opt/rt3/lib/RT/Record.pm:1466] [/opt/rt3/lib/RT/Record.pm:1696]
[/opt/rt3/lib/RT/Record.pm:1599]
[/opt/rt3/lib/RT/Interface/Web.pm:1342]
[/opt/rt3/lib/RT/Interface/Web.pm:1249]
[/opt/rt3/share/html/Ticket/Modify.html:73]
[/opt/rt3/share/html/autohandler:291]
(/opt/rt3/lib/RT/Action/UserDefined.pm:67)
Jun 24 11:24:29 rt RT: WebRT: No permission to view ticket ()
(/opt/rt3/share/html/Elements/Error:78)
On Mon, Jun 23, 2008 at 7:06 PM, slamp slamp <[EMAIL PROTECTED]> wrote:
> thanks for the reply Tom, it would be nice if you can contribute your
> implementation once they are implemented.
>
> On Mon, Jun 23, 2008 at 6:59 PM, Tom Lanyon <[EMAIL PROTECTED]> wrote:
>> On 23/06/2008, at 11:20 PM, slamp slamp wrote:
>>
>>> Has anyone done this? We have this requirement in our workflow.
>>
>>
>> I'm just about to implement this on our dev environment.
>>
>> We are planning on adding a button marked 'Escalate' which will create a
>> *new* ticket in the next Queue and add it as a dependency of the original
>> ticket. There has been endless debate internally over whether the ticket
>> should be moved or a new linked ticket created.
>>
>
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[rt-users] AdminUsers able to modify superuser
When a user is given the AdminUsers right, it is able to modify the superuser account. Can it be prevented? I am using 3.6.7 ___ 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] new install 3.8.1 old database
hello everyone, i installed rt to a new directory and new database. imported all data from my old database and i am not able to login. what can i be doing wrong? mysqldumped the old database for 3.6.7. installed 3.8.1 to different dir and database. imported mysqldumped db from 3.6.7 to 3.8.1 restarted httpd (after updating the new location) i am unable to login. ___ 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 disable fckeditor globally?
is there a way to do this? i have not been able to find it. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] TransactionObj OldValue is not working for me
I have the following in my resolve scrip that I borrowed from the
site. I added the $self->TransactionObj->OldValue ne "autoclose"
portion but it does not seem to be working. Can anyone help? Basically
I don't want to get this notification if the status old value was set
to autoclose.
Condition: User defined
Action: Notify Ccs and Requestors
Template: Global resolved
Custom condition:
my $result = undef;
if ($self->TransactionObj->Type eq "Status" &&
$self->TransactionObj->OldValue ne "autoclose" &&
$self->TransactionObj->NewValue eq "resolved")
{
my $trans_list = $self->TicketObj->Transactions;
my $trans;
my $num_resolved = 0;
while ($trans = $trans_list->Next)
{
$num_resolved++ if ($trans->Ticket == $self->TicketObj->Id) &&
($trans->Type eq "Status") &&
($trans->NewValue eq "resolved");
}
$result = ($num_resolved <= 1);
}
return($result);
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Re: [rt-users] TransactionObj OldValue is not working for me
Actually I have defined autoclose as a Status which coincides with a
cron script that closes tickets with status autoclose. I have a
resolve scrip notification which is defined in my previous e-mail. I
do not want the notification to go out if the previous status was
"autoclose".
On Mon, Mar 23, 2009 at 6:04 PM, Ken Crocker wrote:
> Slamp,
>
>
> I don't think that the "autoclose" value has anything to do with a status
> change. If you are looking for a transaction with "Type" = "Status", then
> the only values that will work would be the actual status values that are
> available. I'm thinking you need to re-evaluate the condition part of that
> scrip. What is it you want to do?
>
>
> Kenn
> LBNL
>
> On 3/23/2009 12:51 PM, slamp slamp wrote:
>>
>> I have the following in my resolve scrip that I borrowed from the
>> site. I added the $self->TransactionObj->OldValue ne "autoclose"
>> portion but it does not seem to be working. Can anyone help? Basically
>> I don't want to get this notification if the status old value was set
>> to autoclose.
>>
>> Condition: User defined
>> Action: Notify Ccs and Requestors
>> Template: Global resolved
>>
>> Custom condition:
>>
>> my $result = undef;
>>
>> if ($self->TransactionObj->Type eq "Status" &&
>> $self->TransactionObj->OldValue ne "autoclose" &&
>> $self->TransactionObj->NewValue eq "resolved")
>> {
>> my $trans_list = $self->TicketObj->Transactions;
>> my $trans;
>> my $num_resolved = 0;
>>
>> while ($trans = $trans_list->Next)
>> {
>> $num_resolved++ if ($trans->Ticket == $self->TicketObj->Id) &&
>> ($trans->Type eq "Status") &&
>> ($trans->NewValue eq "resolved");
>> }
>> $result = ($num_resolved <= 1);
>> }
>>
>> return($result);
>> ___
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>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sa...@bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a
>> copy at http://rtbook.bestpractical.com
>>
>>
>
>
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[rt-users] command by email failing for non RT objects
people sometimes tend to put colons on their e-mail. for example, Please see below: This fails command by email. Is there a way to only define a few sets of objects to be parsed by command by email?? right now we need to resolve a ticket via e-mail. so how do i set command by email to only parse for "status: whatever"??? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] command by email failing for non RT objects
On Sun, Apr 26, 2009 at 2:52 PM, slamp slamp wrote: > people sometimes tend to put colons on their e-mail. > > for example, > > Please see below: > > This fails command by email. Is there a way to only define a few sets > of objects to be parsed by command by email?? > > > right now we need to resolve a ticket via e-mail. so how do i set > command by email to only parse for "status: whatever"??? > anyone? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] hierarchical custom fields
the upgrade says this is optional. will the CFs still work the way they did if we upgraded to 3.8.6 and not use the hierarchical custom fields? will it break upgradability in the future? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] error on preferences page after upgrading from 3.8.5 to 3.8.6
Error on preferences page: Can't locate object method "date_format_full" via package "DateTime::Locale::en" at /opt/rt3/bin/../lib/RT/Date.pm line 659. Error in the error_log: FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in hash element at /opt/rt386/share/html/Widgets/Form/Select line 120., referer: https://rt.warpdrive.net/Admin/ Running on CentOS 4.8 and mysql-4.1.22 and httpd-2.0.52 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] error on preferences page after upgrading from 3.8.5 to 3.8.6
On Tue, Nov 17, 2009 at 3:29 AM, Emmanuel Lacour wrote: > On Tue, Nov 17, 2009 at 12:32:09AM -0500, slamp slamp wrote: >> Error on preferences page: >> >> Can't locate object method "date_format_full" via package >> "DateTime::Locale::en" at /opt/rt3/bin/../lib/RT/Date.pm line 659. >> >> Error in the error_log: >> >> FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of >> uninitialized value in hash element at >> /opt/rt386/share/html/Widgets/Form/Select line 120., referer: >> https://rt.warpdrive.net/Admin/ >> > > this will be fixed in 3.8.7, as of now, you can just update > DateTime::Locale to latest version or grab the commit diff on github: > 59000984a6f50c1290a81d116c38a0a87534eae0 > updated the DateTime::Locale to the latest version and I now get this error: Can't locate object method "format_cldr" via package "DateTime" at /opt/rt3/bin/../lib/RT/Date.pm line 687. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] AddTicketHistoryToMail is not adding all history
Is anyone using this? http://wiki.bestpractical.com/view/AddTicketHistoryToMail For some reason, it wont add any correspondence from AdminCc. I only have 1 AdminCc. All other transactions are added skipping anything from an AdminCc. I don't really see the scrip where it would skip AdminCc's correspondence unless I am missing it completely. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] CommandByEmail still broken?
is anyone successfully using CommandByEmail? it still parses any word plus a colon i.e. blah: . i am not a perl guy and would like assisstance on how to make this extension parse only what we tell it to via a configuration file for example. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] what is the best way of changing FQDN while keeping the old?
For example: >From rt.domA.com to rt.domB.com. >From supp...@doma.com to supp...@domb.com During the transition, we would still like to support rt.domA.com via a redirecto rt.domB.com (apache). And e-mail to supp...@doma.com go to supp...@domb.com (sendmail). Has anyone done this before? Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] How do I exclude a global scrip for specific queues
I have a global scrip Condition: User defined Action: Notify All I have this in my custom condition: return (($self->TransactionObj->Type eq "Correspond") && ($self->TicketObj->QueueObj->Name ne "Q1")); return (($self->TransactionObj->Type eq "Correspond") && ($self->TicketObj->QueueObj->Name ne "Q2")); return (($self->TransactionObj->Type eq "Correspond") && ($self->TicketObj->QueueObj->Name ne "Q3")); Scrip is not executed when the queue is Q1, however it is executed when the queue is either Q2 or Q3. I think I need to somehow combine the logic but i am not much of a perl guy. Any help is appreciated. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How do I exclude a global scrip for specific queues
On Tue, Jun 15, 2010 at 5:28 PM, slamp slamp wrote: > I have a global scrip > > Condition: User defined > Action: Notify All > > I have this in my custom condition: > > return (($self->TransactionObj->Type eq "Correspond") && > ($self->TicketObj->QueueObj->Name ne "Q1")); > return (($self->TransactionObj->Type eq "Correspond") && > ($self->TicketObj->QueueObj->Name ne "Q2")); > return (($self->TransactionObj->Type eq "Correspond") && > ($self->TicketObj->QueueObj->Name ne "Q3")); > > Scrip is not executed when the queue is Q1, however it is executed > when the queue is either Q2 or Q3. I think I need to somehow combine > the logic but i am not much of a perl guy. > > Any help is appreciated. > Would something like this work? return (($self->TransactionObj->Type eq "Correspond") && (($self->TicketObj->QueueObj->Name ne "Q1") || ($self->TicketObj->QueueObj->Name ne "Q2") || ($self->TicketObj->QueueObj->Name ne "Q3"))); Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How do I exclude a global scrip for specific queues
Thank you for the suggestion. I would use that if it was part of RT itself however it would just be a pain to keep RT updated while keeping the patch working. 2010/6/16 Björn Schulz : > Hi, > > try this http://github.com/tbrumm/RT-Extension-QueueDeactivatedScrips > > I think it should do what you like... > > best > björn > > Am 15.06.10 23:31, schrieb slamp slamp: >> >> On Tue, Jun 15, 2010 at 5:28 PM, slamp slamp wrote: >>> >>> I have a global scrip >>> >>> Condition: User defined >>> Action: Notify All >>> >>> I have this in my custom condition: >>> >>> return (($self->TransactionObj->Type eq "Correspond")&& >>> ($self->TicketObj->QueueObj->Name ne "Q1")); >>> return (($self->TransactionObj->Type eq "Correspond")&& >>> ($self->TicketObj->QueueObj->Name ne "Q2")); >>> return (($self->TransactionObj->Type eq "Correspond")&& >>> ($self->TicketObj->QueueObj->Name ne "Q3")); >>> >>> Scrip is not executed when the queue is Q1, however it is executed >>> when the queue is either Q2 or Q3. I think I need to somehow combine >>> the logic but i am not much of a perl guy. >>> >>> Any help is appreciated. >>> >> >> Would something like this work? >> >> return (($self->TransactionObj->Type eq "Correspond")&& >> (($self->TicketObj->QueueObj->Name ne "Q1") || >> ($self->TicketObj->QueueObj->Name ne "Q2") || >> ($self->TicketObj->QueueObj->Name ne "Q3"))); >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How do I exclude a global scrip for specific queues
i was actually talking about the files (Scrips.html and EditScrips) that needs to be replaced in RT if using this extension. On Wed, Jun 16, 2010 at 9:26 AM, Kenneth Marshall wrote: > Scrips are stored in the database backend and are automatically > available to the upgraded RT software. > > Cheers, > Ken > > On Wed, Jun 16, 2010 at 09:24:23AM -0400, slamp slamp wrote: >> Thank you for the suggestion. I would use that if it was part of RT >> itself however it would just be a pain to keep RT updated while >> keeping the patch working. >> >> 2010/6/16 Bj?rn Schulz : >> > Hi, >> > >> > try this http://github.com/tbrumm/RT-Extension-QueueDeactivatedScrips >> > >> > I think it should do what you like... >> > >> > best >> > ?bj?rn >> > >> > Am 15.06.10 23:31, schrieb slamp slamp: >> >> >> >> On Tue, Jun 15, 2010 at 5:28 PM, slamp slamp ?wrote: >> >>> >> >>> I have a global scrip >> >>> >> >>> Condition: User defined >> >>> Action: Notify All >> >>> >> >>> I have this in my custom condition: >> >>> >> >>> return (($self->TransactionObj->Type eq "Correspond")&& >> >>> ($self->TicketObj->QueueObj->Name ne "Q1")); >> >>> return (($self->TransactionObj->Type eq "Correspond")&& >> >>> ($self->TicketObj->QueueObj->Name ne "Q2")); >> >>> return (($self->TransactionObj->Type eq "Correspond")&& >> >>> ($self->TicketObj->QueueObj->Name ne "Q3")); >> >>> >> >>> Scrip is not executed when the queue is Q1, however it is executed >> >>> when the queue is either Q2 or Q3. I think I need to somehow combine >> >>> the logic but i am not much of a perl guy. >> >>> >> >>> Any help is appreciated. >> >>> >> >> >> >> Would something like this work? >> >> >> >> return (($self->TransactionObj->Type eq "Correspond")&& >> >> (($self->TicketObj->QueueObj->Name ne "Q1") || >> >> ($self->TicketObj->QueueObj->Name ne "Q2") || >> >> ($self->TicketObj->QueueObj->Name ne "Q3"))); >> >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> >> Buy a copy at http://rtbook.bestpractical.com >> > >> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> > Buy a copy at http://rtbook.bestpractical.com >> > >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How do I exclude a global scrip for specific queues
On Tue, Jun 15, 2010 at 5:31 PM, slamp slamp wrote: > On Tue, Jun 15, 2010 at 5:28 PM, slamp slamp wrote: >> I have a global scrip >> >> Condition: User defined >> Action: Notify All >> >> I have this in my custom condition: >> >> return (($self->TransactionObj->Type eq "Correspond") && >> ($self->TicketObj->QueueObj->Name ne "Q1")); >> return (($self->TransactionObj->Type eq "Correspond") && >> ($self->TicketObj->QueueObj->Name ne "Q2")); >> return (($self->TransactionObj->Type eq "Correspond") && >> ($self->TicketObj->QueueObj->Name ne "Q3")); >> >> Scrip is not executed when the queue is Q1, however it is executed >> when the queue is either Q2 or Q3. I think I need to somehow combine >> the logic but i am not much of a perl guy. >> >> Any help is appreciated. >> > > Would something like this work? > > return (($self->TransactionObj->Type eq "Correspond") && > (($self->TicketObj->QueueObj->Name ne "Q1") || > ($self->TicketObj->QueueObj->Name ne "Q2") || > ($self->TicketObj->QueueObj->Name ne "Q3"))); > for the other non-perl people like me, the following works. return (($self->TransactionObj->Type eq "Correspond") && (($self->TicketObj->QueueObj->Name ne "Q1") && ($self->TicketObj->QueueObj->Name ne "Q2") && ($self->TicketObj->QueueObj->Name ne "Q3"))); Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] ScripConditions is not being honored / owner not sent an e-mail
I have the following in my ScripConditions.
mysql> select * from ScripActions where id = 20\G;
*** 1. row ***
id: 20
Name: Notify Owners, Requestors, Ccs & Other Recipients
Description: Sends mail to the Ticket Owner, Requestor and Ccs, and
explicitly listed Ccs and Bccs
ExecModule: Notify
Argument: Owner,Requestor,Cc,OtherRecipients
Creator: 1
Created: 2009-05-14 09:52:07
LastUpdatedBy: 1
LastUpdated: 2009-05-14 09:52:07
1 row in set (0.00 sec)
--
GROUP members:
bert
ernie
---
Scrip:
Condition: On Correspond
Action: Notify Owners, Requestors, Ccs & Other Recipients
Template: Notify-GROUP
Stage: TransactionCreate
---
Notify-GROUP template:
Bcc: {
my $GroupName = 'GROUP';
# instantiate a group object
my $addGroupObj = RT::Group->new($RT::SystemUser);
$addGroupObj->LoadUserDefinedGroup($GroupName);
return undef unless $addGroupObj;
my $addGroupMembersObj = $addGroupObj->UserMembersObj;
my $CorresponderEmailAddress = $Transaction->CreatorObj->EmailAddress;
my $RequestorEmailAddress = $Ticket->RequestorAddresses;
my $res = '';
# walk through members of group
while ( my $userObj = $addGroupMembersObj->Next) {
my $email = $userObj->EmailAddress;
next unless $email; # email can be empty
if (( "$email" ne "$CorresponderEmailAddress" ) && ( "$email" ne
"$RequestorEmailAddress" )) {
$res .= ', ' if $res;
$res .= $email;
}
}
$res;
}
RT-Attach-Message: yes
{$Transaction->Content()}
--
Ticket info:
Owner: grover
Requestors: bert
Cc: oscar
-
Hit Reply on the web interface and grover is not listed "This message
will be sent to..."
I see only:
To: bert
Cc: oscar
Bcc: ernie
Am I missing anything or is RT not recognizing my ScripConditions?
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Re: [rt-users] ScripConditions is not being honored / owner not sent an e-mail
On Wed, Jun 16, 2010 at 3:31 PM, slamp slamp wrote:
> I have the following in my ScripConditions.
>
>
> mysql> select * from ScripActions where id = 20\G;
> *** 1. row ***
> id: 20
> Name: Notify Owners, Requestors, Ccs & Other Recipients
> Description: Sends mail to the Ticket Owner, Requestor and Ccs, and
> explicitly listed Ccs and Bccs
> ExecModule: Notify
> Argument: Owner,Requestor,Cc,OtherRecipients
> Creator: 1
> Created: 2009-05-14 09:52:07
> LastUpdatedBy: 1
> LastUpdated: 2009-05-14 09:52:07
> 1 row in set (0.00 sec)
>
> --
> GROUP members:
> bert
> ernie
>
>
> ---
> Scrip:
>
> Condition: On Correspond
> Action: Notify Owners, Requestors, Ccs & Other Recipients
> Template: Notify-GROUP
> Stage: TransactionCreate
>
> ---
> Notify-GROUP template:
>
> Bcc: {
> my $GroupName = 'GROUP';
>
> # instantiate a group object
> my $addGroupObj = RT::Group->new($RT::SystemUser);
> $addGroupObj->LoadUserDefinedGroup($GroupName);
> return undef unless $addGroupObj;
> my $addGroupMembersObj = $addGroupObj->UserMembersObj;
>
> my $CorresponderEmailAddress = $Transaction->CreatorObj->EmailAddress;
> my $RequestorEmailAddress = $Ticket->RequestorAddresses;
>
> my $res = '';
> # walk through members of group
> while ( my $userObj = $addGroupMembersObj->Next) {
> my $email = $userObj->EmailAddress;
> next unless $email; # email can be empty
> if (( "$email" ne "$CorresponderEmailAddress" ) && ( "$email" ne
> "$RequestorEmailAddress" )) {
> $res .= ', ' if $res;
> $res .= $email;
> }
> }
> $res;
> }
> RT-Attach-Message: yes
>
> {$Transaction->Content()}
>
> --
> Ticket info:
>
> Owner: grover
> Requestors: bert
> Cc: oscar
>
>
> -
> Hit Reply on the web interface and grover is not listed "This message
> will be sent to..."
>
> I see only:
>
> To: bert
> Cc: oscar
> Bcc: ernie
>
>
>
>
> Am I missing anything or is RT not recognizing my ScripConditions?
>
If I flip the Action to Notify Owner and hit reply, I see grover
(owner) for the To field and ernie (GROUP member) for the Bcc field
which works as expected.
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Re: [rt-users] ScripConditions is not being honored / owner not sent an e-mail
On Wed, Jun 16, 2010 at 3:44 PM, slamp slamp wrote:
> On Wed, Jun 16, 2010 at 3:31 PM, slamp slamp wrote:
>> I have the following in my ScripConditions.
>>
>>
>> mysql> select * from ScripActions where id = 20\G;
>> *** 1. row ***
>> id: 20
>> Name: Notify Owners, Requestors, Ccs & Other Recipients
>> Description: Sends mail to the Ticket Owner, Requestor and Ccs, and
>> explicitly listed Ccs and Bccs
>> ExecModule: Notify
>> Argument: Owner,Requestor,Cc,OtherRecipients
>> Creator: 1
>> Created: 2009-05-14 09:52:07
>> LastUpdatedBy: 1
>> LastUpdated: 2009-05-14 09:52:07
>> 1 row in set (0.00 sec)
>>
>> --
>> GROUP members:
>> bert
>> ernie
>>
>>
>> ---
>> Scrip:
>>
>> Condition: On Correspond
>> Action: Notify Owners, Requestors, Ccs & Other Recipients
>> Template: Notify-GROUP
>> Stage: TransactionCreate
>>
>> ---
>> Notify-GROUP template:
>>
>> Bcc: {
>> my $GroupName = 'GROUP';
>>
>> # instantiate a group object
>> my $addGroupObj = RT::Group->new($RT::SystemUser);
>> $addGroupObj->LoadUserDefinedGroup($GroupName);
>> return undef unless $addGroupObj;
>> my $addGroupMembersObj = $addGroupObj->UserMembersObj;
>>
>> my $CorresponderEmailAddress = $Transaction->CreatorObj->EmailAddress;
>> my $RequestorEmailAddress = $Ticket->RequestorAddresses;
>>
>> my $res = '';
>> # walk through members of group
>> while ( my $userObj = $addGroupMembersObj->Next) {
>> my $email = $userObj->EmailAddress;
>> next unless $email; # email can be empty
>> if (( "$email" ne "$CorresponderEmailAddress" ) && ( "$email" ne
>> "$RequestorEmailAddress" )) {
>> $res .= ', ' if $res;
>> $res .= $email;
>> }
>> }
>> $res;
>> }
>> RT-Attach-Message: yes
>>
>> {$Transaction->Content()}
>>
>> --
>> Ticket info:
>>
>> Owner: grover
>> Requestors: bert
>> Cc: oscar
>>
>>
>> -
>> Hit Reply on the web interface and grover is not listed "This message
>> will be sent to..."
>>
>> I see only:
>>
>> To: bert
>> Cc: oscar
>> Bcc: ernie
>>
>>
>>
>>
>> Am I missing anything or is RT not recognizing my ScripConditions?
>>
>
> If I flip the Action to Notify Owner and hit reply, I see grover
> (owner) for the To field and ernie (GROUP member) for the Bcc field
> which works as expected.
>
Forgot to mention I am running version 3.8.7 on CentOS 4.8.
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Re: [rt-users] ScripConditions is not being honored / owner not sent an e-mail
On Wed, Jun 16, 2010 at 3:46 PM, slamp slamp wrote:
> On Wed, Jun 16, 2010 at 3:44 PM, slamp slamp wrote:
>> On Wed, Jun 16, 2010 at 3:31 PM, slamp slamp wrote:
>>> I have the following in my ScripConditions.
>>>
>>>
>>> mysql> select * from ScripActions where id = 20\G;
>>> *** 1. row ***
>>> id: 20
>>> Name: Notify Owners, Requestors, Ccs & Other Recipients
>>> Description: Sends mail to the Ticket Owner, Requestor and Ccs, and
>>> explicitly listed Ccs and Bccs
>>> ExecModule: Notify
>>> Argument: Owner,Requestor,Cc,OtherRecipients
>>> Creator: 1
>>> Created: 2009-05-14 09:52:07
>>> LastUpdatedBy: 1
>>> LastUpdated: 2009-05-14 09:52:07
>>> 1 row in set (0.00 sec)
>>>
>>> --
>>> GROUP members:
>>> bert
>>> ernie
>>>
>>>
>>> ---
>>> Scrip:
>>>
>>> Condition: On Correspond
>>> Action: Notify Owners, Requestors, Ccs & Other Recipients
>>> Template: Notify-GROUP
>>> Stage: TransactionCreate
>>>
>>> ---
>>> Notify-GROUP template:
>>>
>>> Bcc: {
>>> my $GroupName = 'GROUP';
>>>
>>> # instantiate a group object
>>> my $addGroupObj = RT::Group->new($RT::SystemUser);
>>> $addGroupObj->LoadUserDefinedGroup($GroupName);
>>> return undef unless $addGroupObj;
>>> my $addGroupMembersObj = $addGroupObj->UserMembersObj;
>>>
>>> my $CorresponderEmailAddress = $Transaction->CreatorObj->EmailAddress;
>>> my $RequestorEmailAddress = $Ticket->RequestorAddresses;
>>>
>>> my $res = '';
>>> # walk through members of group
>>> while ( my $userObj = $addGroupMembersObj->Next) {
>>> my $email = $userObj->EmailAddress;
>>> next unless $email; # email can be empty
>>> if (( "$email" ne "$CorresponderEmailAddress" ) && ( "$email" ne
>>> "$RequestorEmailAddress" )) {
>>> $res .= ', ' if $res;
>>> $res .= $email;
>>> }
>>> }
>>> $res;
>>> }
>>> RT-Attach-Message: yes
>>>
>>> {$Transaction->Content()}
>>>
>>> --
>>> Ticket info:
>>>
>>> Owner: grover
>>> Requestors: bert
>>> Cc: oscar
>>>
>>>
>>> -
>>> Hit Reply on the web interface and grover is not listed "This message
>>> will be sent to..."
>>>
>>> I see only:
>>>
>>> To: bert
>>> Cc: oscar
>>> Bcc: ernie
>>>
>>>
>>>
>>>
>>> Am I missing anything or is RT not recognizing my ScripConditions?
>>>
>>
>> If I flip the Action to Notify Owner and hit reply, I see grover
>> (owner) for the To field and ernie (GROUP member) for the Bcc field
>> which works as expected.
>>
>
> Forgot to mention I am running version 3.8.7 on CentOS 4.8.
>
i think i got it. the template was taking over Bcc so i modified it to
include the owner. it works for me so here it is for anyone searching
the list.
Bcc: {
my $GroupName = 'GROUP';
# instantiate a group object
my $addGroupObj = RT::Group->new($RT::SystemUser);
$addGroupObj->LoadUserDefinedGroup($GroupName);
return undef unless $addGroupObj;
my $addGroupMembersObj = $addGroupObj->UserMembersObj;
my $CorresponderEmailAddress = $Transaction->CreatorObj->EmailAddress;
my $RequestorEmailAddress = $Ticket->RequestorAddresses;
my $OwnerEmailAddress = $Ticket->OwnerObj->EmailAddress;
my $res = "$OwnerEmailAddress";
# walk through members of group
while ( my $userObj = $addGroupMembersObj->Next) {
my $email = $userObj->EmailAddress;
next unless $email; # email can be empty
if (( "$email" ne "$CorresponderEmailAddress" ) && ( "$email" ne
"$RequestorEmailAddress" )) {
$res .= ', ' if $res;
$res .= $email;
}
}
$res;
}
RT-Attach-Message: yes
{$Transaction->Content()}
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[rt-users] unable to open attachments
Can't locate object method "mime_name" via package "Encode::XS" at /opt/rt387/share/html/Ticket/Attachment/dhandler line 78. rt 3.8.7 there are no missing perl module deps. i do not see any errors in apache logs or rt logs. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Tickets are showing in results from Queues that are disabled
Hello, I seem to be having an issue with tickets showing in my RT at a glance page from queues that have been disabled. Is this the desired behavior? If not where should I start looking? RT 3.8.8 Here's the query (I believe this is a canned search) Requestor.id = '__CurrentUser__' AND ( Status = 'new' OR Status = 'open' )
[rt-users] Predefined search My Requests not found
Hello list, I am new on RT and sorry if this question has been asked but I have been searching and I cannot find the answer. I have 3.6.1 new install and would like to display tickets I requested in the RT at a Glance home page so I used <& /Elements/MyRequests &> in my index.html but it shows Predefined search My Requests not found. Thanks for the help. ___ 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] MyRequests
Please tell me how do make RT3 show tickets I requested in "RT at a glance"? ___ 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] automatically add group as CC
how can i do this? i tried searching but could not find any answers. ___ 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] 10 highest tickets I own or are CC'd on
when you say global what do you mean? i saved the search under "RT System's saved searches" not in My saved searches. On 3/21/07, Matthew Keller <[EMAIL PROTECTED]> wrote: __CurrentUser__ will expand properly in Global saved searches, but not in personal or group. On Wed, 2007-03-21 at 14:24 -0400, slamp slamp wrote: > that wouldn't work either. i have been trying for some time now with > no luck. for some reason specifying an actual value instead of > __CurrentUser__ works but not __CurrentUser__ > > The only thing that worked for me was something like Cc LIKE ' > [EMAIL PROTECTED]' . Cc.id = '__CurrentUser__' comes up with Unknown > field: Cc.id (in query builder) > > On 3/21/07, Matthew Keller <[EMAIL PROTECTED]> wrote: > and the "AND" should be an "OR" if you didn't pick up on that. > > On Wed, 2007-03-21 at 14:10 -0400, Matthew Keller wrote: > > Sorry... Cc.id (second 'c' is lowercased). > > > > On Wed, 2007-03-21 at 13:46 -0400, Chris Allermann wrote: > > > I keep getting the following error message when I try it: > > > > > >Unknown field: CC.id > > > > > > Any suggestions? > > > > > > On 3/21/07, Matthew Keller <[EMAIL PROTECTED]> wrote: > > > > blahblahblah > > > > AND CC.id = '__CurrentUser__' > > > > > > > > > > > > On Wed, 2007-03-21 at 09:56 -0400, Chris Allermann > wrote: > > > > > Does anybody know how to modify the "10 highest > tickets I own" search > > > > > to also include tickets you are CC'd on? > > > > > > > > > > I know how to make the actual modification to the > search but I am > > > > > having some trouble coming up with the right TicketSQL > statement to > > > > > make the search work. > > > > > > > > > > Any help would be appreciated. > > > > > ___ > > > > > > 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 > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > Media. > Buy a copy at http://rtbook.bestpractical.com > ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 10 highest tickets I own or are CC'd on
did you happen to create a custom field called Cc.id? if not, how come mine comes up unknown field. On 3/21/07, Matthew Keller <[EMAIL PROTECTED]> wrote: Yes, that's a global. I have dozens of custom global saved searches that use this. I don't know what version it was introduced, RT 3.6.something was my first (currently 3.6.3). Our "Highest priority" is actually: (Cc.id = '__CurrentUser__' OR AdminCc.id = '__CurrentUser__' OR Requestor.id = '__CurrentUser__' OR Owner = '__CurrentUser__') AND (Status = 'new' OR Status = 'open' OR Status = 'stalled') On Wed, 2007-03-21 at 14:34 -0400, slamp slamp wrote: > when you say global what do you mean? i saved the search under "RT > System's saved searches" not in My saved searches. > > On 3/21/07, Matthew Keller <[EMAIL PROTECTED]> wrote: > __CurrentUser__ will expand properly in Global saved searches, > but not > in personal or group. > > On Wed, 2007-03-21 at 14:24 -0400, slamp slamp wrote: > > that wouldn't work either. i have been trying for some time > now with > > no luck. for some reason specifying an actual value instead > of > > __CurrentUser__ works but not __CurrentUser__ > > > > The only thing that worked for me was something like Cc LIKE > ' > > [EMAIL PROTECTED]' . Cc.id = '__CurrentUser__' comes up > with Unknown > > field: Cc.id (in query builder) > > > > On 3/21/07, Matthew Keller <[EMAIL PROTECTED]> wrote: > > and the "AND" should be an "OR" if you didn't pick > up on that. > > > > On Wed, 2007-03-21 at 14:10 -0400, Matthew Keller > wrote: > > > Sorry... Cc.id (second 'c' is lowercased). > > > > > > On Wed, 2007-03-21 at 13:46 -0400, Chris Allermann > wrote: > > > > I keep getting the following error message when > I try it: > > > > > > > >Unknown field: CC.id > > > > > > > > Any suggestions? > > > > > > > > On 3/21/07, Matthew Keller < > [EMAIL PROTECTED]> wrote: > > > > > blahblahblah > > > > > AND CC.id = '__CurrentUser__' > > > > > > > > > > > > > > > On Wed, 2007-03-21 at 09:56 -0400, Chris > Allermann > > wrote: > > > > > > Does anybody know how to modify the "10 > highest > > tickets I own" search > > > > > > to also include tickets you are CC'd on? > > > > > > > > > > > > I know how to make the actual modification > to the > > search but I am > > > > > > having some trouble coming up with the right > TicketSQL > > statement to > > > > > > make the search work. > > > > > > > > > > > > Any help would be appreciated. > > > > > > > ___ > > > > > > > > > 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 >
[rt-users] ticket labels/tags
does anyone have a way to label/tag a ticket? lets say a ticket comes in and it's a hardware support ticket and you want to label/tag it HARDWARE. How can this be accomplished and also be made searchable? ___ 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
