[rt-users] Displaying User Fields in Searches
Is the only way to display User Fields (eg "Country") in search results to create a ColumnMap callback? thanks Taan ___ 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] Admin Cc
I was wondering if it is possible to display the queue Admin CC in the Create a new ticket Web interface. Currently there is a field for adding a new Admin CC but it does not display the Admin CC already assigned to the queue. I can understand why you wouldn't want to display this when unpriveleged users enter tickets, but it could be shown to users with correct ACL's. Taan ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] re: Notify Requestor on Requestor change
Hi,
This may help slightly:
I have a custom condition that triggers whenever a Watcher is added as
an AdminCc. You would have to change this to Requestor. Currently my
scrip sends to all AdminCcs on triggering. You would need a Custom
Action as well to send a message to the new Requestor only.
Custom Condition:
my $transactionType = $self->TransactionObj->Type;
my $watcherType = $self->TransactionObj->Field;
if (($transactionType eq 'AddWatcher') and ($watcherType eq 'AdminCc')) {
return 1;
}
return 0;
Taan
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Notify Requestor on Requestor change
> You would need a Custom Action as well to send a message to the new
Requestor only.
I was wrong, you need the Custom Condition mentioned earlier, with
action: "Notify Other Recipients" and a Custom Template with something
similar to that below. This works with RT-3.6.0.
Note: This only works for AdminCc's added after the ticket was created.
Custom Template "Notify new AdminCC":
To: {
my $userID = $Transaction->NewValue;
my $user = RT::User->new($RT::SystemUser);
$user->Load($userID);
$user->EmailAddress;
}
Subject: AdminCc Added for: {$Ticket->Subject}
The body of your email here.
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Notify Requestor on Requestor change
Helmuth Ramirez wrote: Thanks Taan, Now for my ignorant question...the code below is to Notify AdminCC's when they get added to a ticket...what would I need to change to make it work to notify Requestors? Sorry if its a dumb question. Thanks Helmuth change the Custom Condition from $watcherType eq 'AdminCc' to $watcherType eq 'Requestor' I haven't tested this but I think it should work. Taan ___ 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] Error in outgoing email record
A small issue: A html format email with an attachment is sent to rt (3.6.0). The message and attachment appear in the ticket. The correct email with attachment is sent to the requestor. However the log of this email in the ticket contains "This transaction appears to have no content". Currently I am doing some extra mail filtering to catch outgoing emails so I can verify they are correct, but it would be nice to rely on the rt log. It would also be nice if nobody ever sent html emails, but I live in the real world. I think somebody else noticed a similar thing before. Taan ___ 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] Some thoughts on the Quick Search list
Does anybody else think it would be useful if the Quick Search list could be modified to include saved searches on a per user basis? This way you could display summaries of categorized (by custom field) tickets without displaying a list of tickets. This would make for a more versatile rt dashboard. Of coarse you could set up a separate queue for each category but this is overkill in some situations such as having one queue for software issues with categories for bugs, feature requests etc. I don't know how difficult this is to implement however. Taan ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.6.3: Cannot chnage owner to another user.
Nick Metrowsky wrote: Hi Michael, Thank you for your useful patch. I hope this change makes it into future releases of RT, as it would be logical for Super User to have the ability to change ticket owners, especially if someone has left an organization and the tickets have to be moved to someone else. It would be even nicer to have a "Give" function. Users with appropriate rights can already steal a ticket, assign nobody as the Owner, and then reassign ownership to a different user. Combining these into a single operation may be possible? Taan ___ 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] Some thoughts on the Quick Search list
Jesse Vincent wrote:
On Wed, Jan 31, 2007 at 10:04:39AM +1100, Taan Lindemans wrote:
Does anybody else think it would be useful if the Quick Search list
could be modified to include saved searches on a per user basis?
I think that this might want to be another portlet, but I'd love to see
it happen.
Attached is a basic solution to display summaries of Saved Searches in
the Quick Search list. Any Saved Searches added to your "RT at a glance
- Summary" preferences will be added to the bottom of the list. A new
title bar separates them from the queue summaries.
This was achieved by placing a butchered version of "QueueSummary" in
local/html/Elements
A modified MyRT is also included to turn off the actual Saved Search
Ticket list in the Summary section of the homepage.
This was modified on RT-3.6.0 but seems to work on 3.6.3, however none
of the changes to MyRT or ShowSearch (from where a lot of code was cut)
in 3.6.3 have been implemented.
It needs a lot of tidying up, and a new portlet would probably still be
more desirable.
Taan
%# BEGIN BPS TAGGED BLOCK {{{
%#
%# COPYRIGHT:
%#
%# This software is Copyright (c) 1996-2005 Best Practical Solutions, LLC
%# <[EMAIL PROTECTED]>
%#
%# (Except where explicitly superseded by other copyright notices)
%#
%#
%# LICENSE:
%#
%# This work is made available to you under the terms of Version 2 of
%# the GNU General Public License. A copy of that license should have
%# been provided with this software, but in any event can be snarfed
%# from www.gnu.org.
%#
%# This work is distributed in the hope that it will be useful, but
%# WITHOUT ANY WARRANTY; without even the implied warranty of
%# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU
%# General Public License for more details.
%#
%# You should have received a copy of the GNU General Public License
%# along with this program; if not, write to the Free Software
%# Foundation, Inc., 675 Mass Ave, Cambridge, MA 02139, USA.
%#
%#
%# CONTRIBUTION SUBMISSION POLICY:
%#
%# (The following paragraph is not intended to limit the rights granted
%# to you to modify and distribute this software under the terms of
%# the GNU General Public License and is only of importance to you if
%# you choose to contribute your changes and enhancements to the
%# community by submitting them to Best Practical Solutions, LLC.)
%#
%# By intentionally submitting any modifications, corrections or
%# derivatives to this work, or any other work intended for use with
%# Request Tracker, to Best Practical Solutions, LLC, you confirm that
%# you are the copyright holder for those contributions and you grant
%# Best Practical Solutions, LLC a nonexclusive, worldwide, irrevocable,
%# royalty-free, perpetual, license to use, copy, create derivative
%# works based on those contributions, and sublicense and distribute
%# those contributions and any derivatives thereof.
%#
%# END BPS TAGGED BLOCK }}}
% for my $portlet (@{$portlets->{body}}) {
<% _show("body",$portlet) %>
% }
%#GAH!
% for my $portlet (@{$portlets->{summary}}) {
<% _show("summary",$portlet) %>
% }
<%INIT>
my %allowed_components = map {$_ => 1} @{$RT::HomepageComponents};
unless (exists $session{'my_rt_portlets'}) {
my ($d_portlets) =
RT::System->new($session{'CurrentUser'})->Attributes->Named('HomepageSettings');
my $user = $session{'CurrentUser'}->UserObj;
$session{'my_rt_portlets'} = $user->Preferences('HomepageSettings',
$d_portlets->Content);
}
my $portlets = $session{'my_rt_portlets'};
sub _show {
my $disptype = shift;
my $entry = shift;
my $type = $entry->{type};
if ($type eq 'component') {
my $name = $entry->{name};
# security check etc.
$m->comp ($name);
}
elsif ($type eq 'system') {
$m->comp ('/Elements/ShowSearch', Name => $entry->{name});
}
elsif ($type eq 'saved') {
if ($disptype eq 'body') {
$m->comp ('/Elements/ShowSearch', SavedSearch => $entry->{name});
}
}
else {
$RT::Logger->error ("unknown portlet type $type");
}
}
%# BEGIN BPS TAGGED BLOCK {{{
%#
%# COPYRIGHT:
%#
%# This software is Copyright (c) 1996-2005 Best Practical Solutions, LLC
%# <[EMAIL PROTECTED]>
%#
%# (Except where explicitly superseded by other copyright notices)
%#
%#
%# LICENSE:
%#
%# This work is made available to you under the terms of Version 2 of
%# the GNU General Public License. A copy of that license should have
%# been provided with this software, but in any event can be snarfed
%# from www.gnu.org.
%#
%# This work is distributed in the hope that it will
[rt-users] Inconsistent dates
Hi, I'm running RT-3.6.3 and am having minor problems with dates. In the Ticket display, Dates section I see: "Last Contact Wed Mar 21 14:56:50 2007" but in the history at the bottom of the Ticket I see: Told/Told changed from '2007-03-21 03:45:35' to '2007-03-21 03:56:50' There is an hour difference in time, the "Last Contact" time being correct. The dates in my log file are also 1 hour out. My local machine time is set to Australia/Melbourne. I have entered this into my RT_SiteConfig.pm timezone, and have also tried localtime and EST, but none seem to make a difference. I am noticing another problem which I'm hoping is related: when I add a Reminder, I choose a date with the date picker, but when I view the Reminders the date is one day earlier than I selected. I'm assuming there is some sort of daylight saving issue, however I'm not sure where the problem lies. thanks for any help Taan ___ 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] Inconsistent dates
After looking through all related threads I think RT adds entries to the Log file and the Ticket history in GMT. I think there is one small problem with GMT and reminders. When you first create a reminder with the date picker it does so in local time eg 2007-3-31 and the actual reminder Ticket is given a due date of "Sat Mar 31 00:00:00 2007") However when you click on the reminders link to view all reminders, the time must be displayed in GMT because the date now shows 2007-3-30. And if I change that date to 2007-3-31 the actual reminder Ticket due date gets changed to "Sat Mar 31 10:00:00 2007". 10 hours being the difference between localtime and GMT. It can cause a small amount of confusion for end users. Taan Taan Lindemans wrote: Hi, I'm running RT-3.6.3 and am having minor problems with dates. In the Ticket display, Dates section I see: "Last Contact Wed Mar 21 14:56:50 2007" but in the history at the bottom of the Ticket I see: Told/Told changed from '2007-03-21 03:45:35' to '2007-03-21 03:56:50' There is an hour difference in time, the "Last Contact" time being correct. The dates in my log file are also 1 hour out. My local machine time is set to Australia/Melbourne. I have entered this into my RT_SiteConfig.pm timezone, and have also tried localtime and EST, but none seem to make a difference. I am noticing another problem which I'm hoping is related: when I add a Reminder, I choose a date with the date picker, but when I view the Reminders the date is one day earlier than I selected. I'm assuming there is some sort of daylight saving issue, however I'm not sure where the problem lies. thanks for any help Taan ___ 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] Scrips and Reminders
Does anybody know of an easy way to turn off scrips being triggered by Reminders? Should be able to trigger them on Ticket Type, but I don't want to customize all scrips on a queue individually. For RT-3.6.3. thanks Taan ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Scrips and Reminders
Matthew Keller wrote: What scrip trips on reminders? I have an "On Resolve notify AdminCCs" scrip. And I have AdminCCs assigned to a queue which are notified when a Reminder is closed. Taan ___ 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] Reminders in a dedicated queue.
I was wondering if this was the best way to do things: I have one queue where a group of users are notified on all new, modified or resolved tickets. However I don't want them notified on new or resolved reminders (which are placed in the same queue). I modified Reminders.pm and made sure all reminders are created in a new "Reminders" queue which has no scrips enabled. This works but I have the feeling there should be a better way? Any suggestions? Taan ___ 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 applications
We use it for: Customer Support (product issues) IT Helpdesk (internal) Service Requests Projects Software Issue Tracking (internal) Corrective and Preventative Actions (QMS) Document Changes (QMS, basic integration with SVN) Nonconforming Products (QMS) Taan ___ 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
