[rt-users] (no subject)
Dear all, I'm trying to figure out an odd issue with RT. We recently upgraded to 3.8.4, and since then, the messages with any type of attachments (e.g. Excel, Word, PNG...) are no longer parsed properly. I could attach a PNG image to the ticket via Web GUI but not through email correspondence. Any clues? Regards, Will _ Windows Live: Keep your friends up to date with what you do online. http://windowslive.com/Campaign/SocialNetworking?ocid=PID23285::T:WLMTAGL:ON:WL:en-US:SI_SB_online:082009___ 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] (no subject)
Any clues? Yes, search and read the list archives for broken attachments. Seems you may have missed a step in the upgrade process, though one cannot be certain without knowing what you upgraded from. -- Cambridge Energy Alliance: Save money. Save the planet. ___ 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] (no subject)
You need condition as well. Also adding space as value is not a good option, use DeleteCustomFieldValue method. On Tue, Jul 14, 2009 at 5:59 AM, Carlos A. Alvarezcarlos.alva...@commxinc.com wrote: I will like to create a scrip where the status of a ticket is automatically changed from open to stalled when a Owner replies to a requestor. I am using rt-crontool to monitor the status of the tickets and auto resolve the ticket after 72 hours of inactivity. I created a custom field to monitor the status of the crontool, but my problem is that when the customer replies, I can’t rely on my techs to change the status of the ticket manually. I tried creating User Defined Scrip which works fine, exept it executes each time, indiscriminately. Let me try to explain, I have one script that changes the status from open to stalled, when a technician replies, and another that changed the status back to open when the customer/requestor replies. I can see that both scrips are executing at the same time regardless of who initiated the correspondence. I know that I am missing something basic, but I don’t know what. Can anyone help. Scrip 1 customer reply $self-TicketObj-AddCustomFieldValue(Field = 'Support Status', Value = ' '); $self-TicketObj-AddCustomFieldValue(Field = 'AutoClosure', Value = ' '); $self-TicketObj-SetStatus(open); return 1; Scrip 2 Owner reply $self-TicketObj-AddCustomFieldValue(Field = 'Support Status', Value = 'Awaiting Customer'); $self-TicketObj-SetStatus(stalled); return 1; Thanks… ___ 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 -- Best regards, Ruslan. ___ 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] (no subject)
Carlos,
Sounds like you are creating a situation where the ticket status is
constantly switched between open and stalled every time the
Requestor and ticket owner communicate to each other. Seems a bit busy
but hey, if that's what you want. Try something like this:
*Scrip 1 - Owner reply:*
/Condition: On Correspond
Custom Prep Code:/
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $corresponder_id = $trans-CreatorObj-PrincipalId;
my $requestor = $ticket-Requestors-UserMembersObj-First-PrincipalId;
my $owner_id = $ticket-OwnerObj-PrincipalId;
my $cf_obj = RT::CustomField-new($RT::SystemUser);
my $cf_name = ;
my $cf_value = ;
# set new value for CF Support Status depending on who initiates
correspondence
if ( $corresponder_id = $requestor )
{
$cf_name = Support Status;
$cf_obj-LoadByName( Name = $cf_name );
$RT::Logger-debug( Loaded \$cf_obj-Name = . $cf_obj-Name()
.\n );
$ticket-AddCustomFieldValue( Field=$cf_obj, Value=$cf_value,
RecordTransaction=0 );
$cf_name = AutoClosure;
$cf_obj-LoadByName( Name = $cf_name );
$RT::Logger-debug( Loaded \$cf_obj-Name = . $cf_obj-Name()
.\n );
$ticket-AddCustomFieldValue( Field=$cf_obj, Value=$cf_value,
RecordTransaction=0 );
$ticket-SetStatus(open);
}
elseif ( $corresponder_id = $owner )
{
$cf_name = Support Status;
$cf_value = Awaiting Customer;
$cf_obj-LoadByName( Name = $cf_name );
$RT::Logger-debug( Loaded \$cf_obj-Name = . $cf_obj-Name()
.\n );
$ticket-AddCustomFieldValue( Field=$cf_obj, Value=$cf_value,
RecordTransaction=0 );
$ticket-SetStatus(stalled);
}
return 1;
/Custom Cleanup Code:/
return 1;
I'm not sure the ID part of the code is correct, but the key is to get
the Owner Requestor ids and then compare them to the id of the person
doing the correspondence and then based on those results, set your CF's
and ticket status. If there is no match, then someone else is doing the
correspondence and you want to stop. One scrip to handle all that for
correspondence. Hope this helps.
Kenn
LBNL
On 7/13/2009 6:59 PM, Carlos A. Alvarez wrote:
I will like to create a scrip where the status of a ticket is
automatically changed from open to stalled when a Owner replies to a
requestor. I am using rt-crontool to monitor the status of the tickets
and auto resolve the ticket after 72 hours of inactivity. I created a
custom field to monitor the status of the crontool, but my problem is
that when the customer replies, I can’t rely on my techs to change the
status of the ticket manually.
I tried creating User Defined Scrip which works fine, exept it
executes each time, indiscriminately. Let me try to explain, I have
one script that changes the status from open to stalled, when a
technician replies, and another that changed the status back to open
when the customer/requestor replies. I can see that both scrips are
executing at the same time regardless of who initiated the
correspondence.
I know that I am missing something basic, but I don’t know what. Can
anyone help.
Scrip 1 customer reply
$self-TicketObj-AddCustomFieldValue(Field = 'Support Status', Value
= ' ');
$self-TicketObj-AddCustomFieldValue(Field = 'AutoClosure', Value =
' ');
$self-TicketObj-SetStatus(open);
return 1;
Scrip 2 Owner reply
$self-TicketObj-AddCustomFieldValue(Field = 'Support Status', Value
= 'Awaiting Customer');
$self-TicketObj-SetStatus(stalled);
return 1;
Thanks…
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Re: [rt-users] (no subject)
Yes that is correct. The reason is that we monitor the status of the ticket
for responses. Some of the tickets that we take are time based, ie LNP orders,
so if the requestor doesn't meet the required time to response we auto resolve
the ticket. The problem is leaving the status change to the owner, it doesn't
always happens, and some valid tickets are being closed due to this little
problem.
I appreciate your help.
Carlos
From: Ken Crocker [mailto:kfcroc...@lbl.gov]
Sent: Tuesday, July 14, 2009 12:25 PM
To: Carlos A. Alvarez
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] (no subject)
Carlos,
Sounds like you are creating a situation where the ticket status is constantly
switched between open and stalled every time the Requestor and ticket owner
communicate to each other. Seems a bit busy but hey, if that's what you want.
Try something like this:
Scrip 1 - Owner reply:
Condition: On Correspond
Custom Prep Code:
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $corresponder_id = $trans-CreatorObj-PrincipalId;
my $requestor = $ticket-Requestors-UserMembersObj-First-PrincipalId;
my $owner_id = $ticket-OwnerObj-PrincipalId;
my $cf_obj = RT::CustomField-new($RT::SystemUser);
my $cf_name = ;
my $cf_value = ;
# set new value for CF Support Status depending on who initiates correspondence
if ( $corresponder_id = $requestor )
{
$cf_name = Support Status;
$cf_obj-LoadByName( Name = $cf_name );
$RT::Logger-debug( Loaded \$cf_obj-Name = . $cf_obj-Name() .\n );
$ticket-AddCustomFieldValue( Field=$cf_obj, Value=$cf_value,
RecordTransaction=0 );
$cf_name = AutoClosure;
$cf_obj-LoadByName( Name = $cf_name );
$RT::Logger-debug( Loaded \$cf_obj-Name = . $cf_obj-Name() .\n );
$ticket-AddCustomFieldValue( Field=$cf_obj, Value=$cf_value,
RecordTransaction=0 );
$ticket-SetStatus(open);
}
elseif ( $corresponder_id = $owner )
{
$cf_name = Support Status;
$cf_value = Awaiting Customer;
$cf_obj-LoadByName( Name = $cf_name );
$RT::Logger-debug( Loaded \$cf_obj-Name = . $cf_obj-Name() .\n );
$ticket-AddCustomFieldValue( Field=$cf_obj, Value=$cf_value,
RecordTransaction=0 );
$ticket-SetStatus(stalled);
}
return 1;
Custom Cleanup Code:
return 1;
I'm not sure the ID part of the code is correct, but the key is to get the
Owner Requestor ids and then compare them to the id of the person doing the
correspondence and then based on those results, set your CF's and ticket
status. If there is no match, then someone else is doing the correspondence and
you want to stop. One scrip to handle all that for correspondence. Hope this
helps.
Kenn
LBNL
On 7/13/2009 6:59 PM, Carlos A. Alvarez wrote:
I will like to create a scrip where the status of a ticket is automatically
changed from open to stalled when a Owner replies to a requestor. I am using
rt-crontool to monitor the status of the tickets and auto resolve the ticket
after 72 hours of inactivity. I created a custom field to monitor the status
of the crontool, but my problem is that when the customer replies, I can't rely
on my techs to change the status of the ticket manually.
I tried creating User Defined Scrip which works fine, exept it executes each
time, indiscriminately. Let me try to explain, I have one script that changes
the status from open to stalled, when a technician replies, and another that
changed the status back to open when the customer/requestor replies. I can see
that both scrips are executing at the same time regardless of who initiated the
correspondence.
I know that I am missing something basic, but I don't know what. Can anyone
help.
Scrip 1 customer reply
$self-TicketObj-AddCustomFieldValue(Field = 'Support Status', Value = ' ');
$self-TicketObj-AddCustomFieldValue(Field = 'AutoClosure', Value = ' ');
$self-TicketObj-SetStatus(open);
return 1;
Scrip 2 Owner reply
$self-TicketObj-AddCustomFieldValue(Field = 'Support Status', Value =
'Awaiting Customer');
$self-TicketObj-SetStatus(stalled);
return 1;
Thanks...
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[rt-users] (no subject)
I will like to create a scrip where the status of a ticket is automatically changed from open to stalled when a Owner replies to a requestor. I am using rt-crontool to monitor the status of the tickets and auto resolve the ticket after 72 hours of inactivity. I created a custom field to monitor the status of the crontool, but my problem is that when the customer replies, I can’t rely on my techs to change the status of the ticket manually. I tried creating User Defined Scrip which works fine, exept it executes each time, indiscriminately. Let me try to explain, I have one script that changes the status from open to stalled, when a technician replies, and another that changed the status back to open when the customer/requestor replies. I can see that both scrips are executing at the same time regardless of who initiated the correspondence. I know that I am missing something basic, but I don’t know what. Can anyone help. Scrip 1 customer reply $self-TicketObj-AddCustomFieldValue(Field = 'Support Status', Value = ' '); $self-TicketObj-AddCustomFieldValue(Field = 'AutoClosure', Value = ' '); $self-TicketObj-SetStatus(open); return 1; Scrip 2 Owner reply $self-TicketObj-AddCustomFieldValue(Field = 'Support Status', Value = 'Awaiting Customer'); $self-TicketObj-SetStatus(stalled); return 1; Thanks… ___ 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] (no subject)
How do I resolve this: [debug]: /autohandler calls old style callback, use $m-callback (/opt/rt3/share/html/Elements/Callback:51) I recently switched from RT::Authen-ExternalAuth to using LDAPSMB1.2_RT3 and now my log file is registering that line frequently. Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel ___ 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] (no subject)
On Fri, Jul 10, 2009 at 02:31:45PM -0700, Kevin Gagel wrote: How do I resolve this: [debug]: /autohandler calls old style callback, use $m-callback (/opt/rt3/share/html/Elements/Callback:51) I recently switched from RT::Authen-ExternalAuth to using LDAPSMB1.2_RT3 and now my log file is registering that line frequently. Perhaps you should consider turning your log level from debug to warning, error or info? ___ 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] reply subject issue
You can either use the queue specific subject tags, or see my earlier posts on this list about tweaking the codebase to emit subjects like: [RTname Qname ID#] Actual Subject Either way, be sure to read perldoc RT_Config.pm thoroughly, as there are some magic variables in there that need to be updated so that under special circumstances the altered forms are recognized as replies and don't get their subject's mangled (having a copy of the subject tag moved to the end of the subject) -- Cambridge Energy Alliance: Save money. Save the planet. ___ 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] reply subject issue
Have you seen subject tag feature? It's a new property of queues you can change via the web UI. On Wed, Jul 8, 2009 at 7:17 PM, Chip Meffordc...@well.com wrote: Been a happy RT user for a few years now, currently running 3.8.1. For these last years, I've only had one active queue for helpdesk. I recently had reason to add a second queue for the folks doing facilities maintainence. All iz well. But since I now have 2 queues, I was wondering if there was a way to differentiate them in follow-ups. Right now, the 'Please include the string [domain.tld #] applies to both queues. That's fine, but it would be nice if instead of domain.tld, I had queue1 or queue2 for the subject line string. Basically, it's a non issue, but I was wondering if there is a simple way to implement this. Thanks kindly in advance; -- --- Chip Mefford Before Enlightenment; chop wood carry water After Enlightenment; chop wood carry water - Public Key http://www.well.com/user/cpm ___ 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 -- Best regards, Ruslan. ___ 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] reply subject issue
Ruslan Zakirov wrote: Have you seen subject tag feature? It's a new property of queues you can change via the web UI. Hey Ruslan; yes, That part I get, however the body of the auto reply contains contradictory info. While the subject will say: [queue-name ID#] Blah blah blah, in the body of the actual auto reply, it will restate: --- ... Your ticket has been assigned an ID of [queue-name ID#]. Please include the string: [domain.tld ID#] in the subject line of all future... which is contradictory. I hope I am making this clear. On Wed, Jul 8, 2009 at 7:17 PM, Chip Meffordc...@well.com wrote: Been a happy RT user for a few years now, currently running 3.8.1. For these last years, I've only had one active queue for helpdesk. I recently had reason to add a second queue for the folks doing facilities maintainence. All iz well. But since I now have 2 queues, I was wondering if there was a way to differentiate them in follow-ups. Right now, the 'Please include the string [domain.tld #] applies to both queues. That's fine, but it would be nice if instead of domain.tld, I had queue1 or queue2 for the subject line string. Basically, it's a non issue, but I was wondering if there is a simple way to implement this. Thanks kindly in advance; -- --- Chip Mefford Before Enlightenment; chop wood carry water After Enlightenment; chop wood carry water - Public Key http://www.well.com/user/cpm ___ 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 Chip Mefford Before Enlightenment; chop wood carry water After Enlightenment; chop wood carry water - Public Key http://www.well.com/user/cpm ___ 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] reply subject issue
Fix templates, use the following code in them:
{$Ticket-QueueObj-SubjectTag || $rtname}
On Wed, Jul 8, 2009 at 8:15 PM, Chip Meffordc...@well.com wrote:
Ruslan Zakirov wrote:
Have you seen subject tag feature? It's a new property of queues you
can change via the web UI.
Hey Ruslan;
yes, That part I get, however the body of the auto reply
contains contradictory info.
While the subject will say:
[queue-name ID#] Blah blah blah,
in the body of the actual auto reply, it will restate:
---
...
Your ticket has been assigned an ID of [queue-name ID#].
Please include the string:
[domain.tld ID#]
in the subject line of all future...
which is contradictory.
I hope I am making this clear.
On Wed, Jul 8, 2009 at 7:17 PM, Chip Meffordc...@well.com wrote:
Been a happy RT user for a few years now, currently running
3.8.1. For these last years, I've only had one active queue
for helpdesk.
I recently had reason to add a second queue for the folks
doing facilities maintainence.
All iz well. But since I now have 2 queues, I was wondering
if there was a way to differentiate them in follow-ups.
Right now, the 'Please include the string [domain.tld #]
applies to both queues. That's fine, but it would be
nice if instead of domain.tld, I had queue1 or queue2
for the subject line string.
Basically, it's a non issue, but I was wondering if there is
a simple way to implement this.
Thanks kindly in advance;
--
---
Chip Mefford
Before Enlightenment;
chop wood
carry water
After Enlightenment;
chop wood
carry water
-
Public Key
http://www.well.com/user/cpm
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Chip Mefford
Before Enlightenment;
chop wood
carry water
After Enlightenment;
chop wood
carry water
-
Public Key
http://www.well.com/user/cpm
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--
Best regards, Ruslan.
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Re: [rt-users] reply subject issue
Ruslan Zakirov wrote:
Fix templates, use the following code in them:
{$Ticket-QueueObj-SubjectTag || $rtname}
Err, a bit out of my depth I guess. Not sure
where to do this, not keen on fiddling Templates_Overlay.pm
or similar. And not clueful on how to add queue specific stuff
in the configuration menu
thanks though, read the book a bit more I suppose.
--
---
Chip Mefford
Before Enlightenment;
chop wood
carry water
After Enlightenment;
chop wood
carry water
-
Public Key
http://www.well.com/user/cpm
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Re: [rt-users] reply subject issue
On Wed, Jul 08, 2009 at 12:40:29PM -0400, Chip Mefford wrote:
Ruslan Zakirov wrote:
Fix templates, use the following code in them:
{$Ticket-QueueObj-SubjectTag || $rtname}
Err, a bit out of my depth I guess. Not sure
where to do this, not keen on fiddling Templates_Overlay.pm
or similar. And not clueful on how to add queue specific stuff
in the configuration menu
Configuration - Templates - Autoreply
Just paste in what Ruz wrote, which should be the
default on an installed 3.8, but possibly not on
an upgraded 3.8
-kevin
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[rt-users] (no subject)
I'm getting the following error. ---Paste--- Command output: RT server error. The RT server which handled your email did not behave as expected. It said: temporary failure - RT couldn't find the queue: general ---End Paste--- I have renamed the General queue to 01-General so that it always appears first and as the default queue. This error would have been generated by a reply to an update, so it appears that the queue is hardcoded somewhere. Where/how do I correct this so that RT uses the correct queue name? Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel ___ 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] (no subject)
It's hardcoded in mail aliases. You have to reconfigure them and run newaliases program, however exact steps may depend on the MDA that is in use. On Mon, Jul 6, 2009 at 8:53 PM, Kevin Gagelga...@cnc.bc.ca wrote: I'm getting the following error. ---Paste--- Command output: RT server error. The RT server which handled your email did not behave as expected. It said: temporary failure - RT couldn't find the queue: general ---End Paste--- I have renamed the General queue to 01-General so that it always appears first and as the default queue. This error would have been generated by a reply to an update, so it appears that the queue is hardcoded somewhere. Where/how do I correct this so that RT uses the correct queue name? Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel ___ 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 -- Best regards, Ruslan. ___ 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] (no subject)
-- Best regards, Roman Hochuli Operations Manager nexellent ag Saegereistrasse 29 CH-8152 Glattbrugg Phone: +41 44 562 30 40 Fax: +41 44 562 30 41 URL: www.nexellent.ch X-NCC-RegID: ch.nexellent Imagination is the one weapon in the war against reality. -- Jules de Gaultier ___ 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] (no subject)
Hello everyone, I'm a begginer in RT, i installed rt3.8.1, and i want to generate tickets by email, for that i installed RT-Extension-CommandByMail0.06, all the commands woke except those of Custom Field, to resolve this prolem i installed ExtractCostomFieldValues, it workes for the new custom fields, but when i test it with the old Custom Field it dosn't work, I change this line: last if $line !~ /^(?:(\S+)\s*?:\s*?(.*)\s*?|)$/; with last if $line !~ /^(?:([^:]+)\s*?:\s*?(.*)\s*?|)$/; but it doesn't work, please help me. Best regards, ___ 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] (no subject)
subscribe ___ 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] Truncate subject line
Hello list, For my brand-new RT implementation, one of my users created a ticket with Subject: AGH! Which is stretching the heck out of the layout whenever that ticket's on the page. Where would I define a max char limit for subject lines? This is going to be shown to department heads soon, and I want the at a glance etc. pages to look purty no matter what someone sends in. Also, I will probably delete that ticket first, but it does illustrate the general concept :-) Rob Munsch IT Administrator http://www.PhillyCarShare.org http://www.PhillyCarShare.org Our wheels. Your freedom. 215-730-0988 x131 BEGIN:VCARD VERSION:2.1 N:Munsch;Robert FN:Robert Munsch EMAIL;PREF;INTERNET:mun...@phillycarshare.org REV:20080605T213203Z END:VCARD ___ 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] (no subject)
also, what would be the easiest way to stop RT from quoting all the text on comment or reply? can i have the comment link NOT quote any text, and the reply link quote the entire message being replied to? thanks! -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Gabriel Cadieux Sent: Friday, October 31, 2008 10:52 AM To: RT Users Mailing List (E-mail) Subject: [rt-users] (no subject) hi all! is there a simple way to get stalled tickets to also show up in the 10 highest priority tickets that i own along with the open ones? thanks Gabriel Cadieux Systems Engineer IT Security Analyst STI - Secure Technologies International, Inc. Tel. (613) 830-3131 ext. 304 Cel. (613) 608-4635 Fax. (613) 830-5320 www.securetechnologies.ca ___ 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] (no subject)
For your first question, you should be able to edit the search to include stalled tickets from the RT Home. For your second, I suspect that will involve some editing of Ticket/Update.html to check if it is a comment or correspond and modify the $ARGS['QuoteTransaction'} argument appropriately. It may be as simple as a quick if in %INIT but I can't swear to that. Gabriel Cadieux wrote: also, what would be the easiest way to stop RT from quoting all the text on comment or reply? can i have the comment link NOT quote any text, and the reply link quote the entire message being replied to? thanks! -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Gabriel Cadieux Sent: Friday, October 31, 2008 10:52 AM To: RT Users Mailing List (E-mail) Subject: [rt-users] (no subject) hi all! is there a simple way to get stalled tickets to also show up in the 10 highest priority tickets that i own along with the open ones? thanks Gabriel Cadieux Systems Engineer IT Security Analyst STI - Secure Technologies International, Inc. Tel. (613) 830-3131 ext. 304 Cel. (613) 608-4635 Fax. (613) 830-5320 www.securetechnologies.ca ___ 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 -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati ___ 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] (no subject)
hi all! is there a simple way to get stalled tickets to also show up in the 10 highest priority tickets that i own along with the open ones? thanks Gabriel Cadieux Systems Engineer IT Security Analyst STI - Secure Technologies International, Inc. Tel. (613) 830-3131 ext. 304 Cel. (613) 608-4635 Fax. (613) 830-5320 www.securetechnologies.ca ___ 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] (no subject)
D'OH. thanks. lol -Original Message- From: Jerrad Pierce [mailto:[EMAIL PROTECTED] Sent: Friday, October 31, 2008 11:32 AM To: Gabriel Cadieux Cc: RT Users Mailing List (E-mail) Subject: Re: [rt-users] (no subject) On Fri, Oct 31, 2008 at 11:00, Gabriel Cadieux [EMAIL PROTECTED] wrote: also, what would be the easiest way to stop RT from quoting all the text on comment or reply? can i have the comment link NOT quote any text, and the reply link quote the entire message being replied to? thanks! Use the links at the top of the page to get blank textareas if you don't want to delte text. Comment/reply links in the history quote the message they are associated with. -- Cambridge Energy Alliance: Save money the planet ___ 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] (no subject)
thanks, i will give that a shot! :) -Original Message- From: Drew Barnes [mailto:[EMAIL PROTECTED] Sent: Friday, October 31, 2008 11:10 AM To: Gabriel Cadieux Cc: RT Users Mailing List (E-mail) Subject: Re: [rt-users] (no subject) For your first question, you should be able to edit the search to include stalled tickets from the RT Home. For your second, I suspect that will involve some editing of Ticket/Update.html to check if it is a comment or correspond and modify the $ARGS['QuoteTransaction'} argument appropriately. It may be as simple as a quick if in %INIT but I can't swear to that. Gabriel Cadieux wrote: also, what would be the easiest way to stop RT from quoting all the text on comment or reply? can i have the comment link NOT quote any text, and the reply link quote the entire message being replied to? thanks! -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Gabriel Cadieux Sent: Friday, October 31, 2008 10:52 AM To: RT Users Mailing List (E-mail) Subject: [rt-users] (no subject) hi all! is there a simple way to get stalled tickets to also show up in the 10 highest priority tickets that i own along with the open ones? thanks Gabriel Cadieux Systems Engineer IT Security Analyst STI - Secure Technologies International, Inc. Tel. (613) 830-3131 ext. 304 Cel. (613) 608-4635 Fax. (613) 830-5320 www.securetechnologies.ca ___ 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 -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati ___ 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] (no subject)
Hello With RT 3.6.3 at the bottom of each web page where the link to Best Practical is it gives Time to display: How can I get this back in version 3.8.1 Many thanks _ Get more out of the Web. Learn 10 hidden secrets of Windows Live. http://windowslive.com/connect/post/jamiethomson.spaces.live.com-Blog-cns!550F681DAD532637!5295.entry?ocid=TXT_TAGLM_WL_domore_092008___ 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] (no subject)
On Wed, Sep 03, 2008 at 05:18:49PM +, Nick Price wrote: Hello With RT 3.6.3 at the bottom of each web page where the link to Best Practical is it gives Time to display: How can I get this back in version 3.8.1 In RT 3.8, it's simply hidden by CSS. A local CSS stylesheet could unhide it. Many thanks _ Get more out of the Web. Learn 10 hidden secrets of Windows Live. http://windowslive.com/connect/post/jamiethomson.spaces.live.com-Blog-cns!550F681DAD532637!5295.entry?ocid=TXT_TAGLM_WL_domore_092008 ___ 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] (no subject)
Hi I'm still having a few problems with the web interface of rt-3.8.1 on a new install of fedora 9 including all the latest updates In firefox on the localhost RT will run as follows http://localhost or http://localhost/rt both take me to RT login page but I only see the page in text format On a remote PC if I try to connect to RT http://myIPaddress I get the default apache welcome page when I try http://myIPaddress/rt I get 404 webpage could not be found The Fedora server will also be running mrtg as the main page (http://myIPaddress) so I need RT to run as http://myIPaddress/rt it doesn't matter what i seem to add it just flips between text and full mode in both root and myIPaddress/rt I need it to run only as http://myIPaddress/rt Please any ideas This is the config i'm running with now /ect/httpd/conf.d/rt3.conf NameVirtualHost localhost VirtualHost localhost ServerAdmin [EMAIL PROTECTED] ServerName localhost DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlRequire /opt/rt3/bin/webmux.pl Location /NoAuth/images SetHandler default /Location Location /rt SetHandler perl-script PerlResponseHandler RT::Mason /Location /VirtualHost and RT_SiteConfig.pm Set( $rtname, 'myDomain.coml'); #Set(@Plugins,(qw(Extension::QuickDelete))); Set( $WebDomain, 'localhost'); Set( $WebPath, '/rt'); _ Get thousands of games on your PC, your mobile phone, and the web with Windows®. http://clk.atdmt.com/MRT/go/108588800/direct/01/___ 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] (no subject)
What are your permissions on your RT folders? I'd take a look at those. Charlie On Aug 26, 2008, at 11:55 AM, Nick Price wrote: Hi I'm still having a few problems with the web interface of rt-3.8.1 on a new install of fedora 9 including all the latest updates In firefox on the localhost RT will run as follows http://localhost or http://localhost/rt both take me to RT login page but I only see the page in text format On a remote PC if I try to connect to RT http://myIPaddress I get the default apache welcome page when I try http://myIPaddress/rt I get 404 webpage could not be found The Fedora server will also be running mrtg as the main page (http://myIPaddress ) so I need RT to run as http://myIPaddress/rt it doesn't matter what i seem to add it just flips between text and full mode in both root and myIPaddress/rt I need it to run only as http://myIPaddress/rt Please any ideas This is the config i'm running with now /ect/httpd/conf.d/rt3.conf NameVirtualHost localhost VirtualHost localhost ServerAdmin [EMAIL PROTECTED] ServerName localhost DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlRequire /opt/rt3/bin/webmux.pl Location /NoAuth/images SetHandler default /Location Location /rt SetHandler perl-script PerlResponseHandler RT::Mason /Location /VirtualHost and RT_SiteConfig.pm Set( $rtname, 'myDomain.coml'); #Set(@Plugins,(qw(Extension::QuickDelete))); Set( $WebDomain, 'localhost'); Set( $WebPath, '/rt'); Get thousands of games on your PC, your mobile phone, and the web with Windows®. Game with Windows ___ 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] (no subject)
-- Kind Regards, Micheal Wilkinson EurISP Support Department t. 0871 220 2233 e. [EMAIL PROTECTED] EurISP Ltd. 6 Queensgate Huddersfield HD1 2RD --- To log a support ticket please email [EMAIL PROTECTED] --- ___ 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] (no subject)
Sorry re read this. As for the 404 page what does your apache error log tell you? On Aug 26, 2008, at 11:55 AM, Nick Price wrote: Hi I'm still having a few problems with the web interface of rt-3.8.1 on a new install of fedora 9 including all the latest updates In firefox on the localhost RT will run as follows http://localhost or http://localhost/rt both take me to RT login page but I only see the page in text format On a remote PC if I try to connect to RT http://myIPaddress I get the default apache welcome page when I try http://myIPaddress/rt I get 404 webpage could not be found The Fedora server will also be running mrtg as the main page (http://myIPaddress ) so I need RT to run as http://myIPaddress/rt it doesn't matter what i seem to add it just flips between text and full mode in both root and myIPaddress/rt I need it to run only as http://myIPaddress/rt Please any ideas This is the config i'm running with now /ect/httpd/conf.d/rt3.conf NameVirtualHost localhost VirtualHost localhost ServerAdmin [EMAIL PROTECTED] ServerName localhost DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlRequire /opt/rt3/bin/webmux.pl Location /NoAuth/images SetHandler default /Location Location /rt SetHandler perl-script PerlResponseHandler RT::Mason /Location /VirtualHost and RT_SiteConfig.pm Set( $rtname, 'myDomain.coml'); #Set(@Plugins,(qw(Extension::QuickDelete))); Set( $WebDomain, 'localhost'); Set( $WebPath, '/rt'); Get thousands of games on your PC, your mobile phone, and the web with Windows®. Game with Windows ___ 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] (no subject)
Basically looks like you need a VirtualHost entry with your outside IP address. Since the default site is using a wildcard you can't on your secondary site, You could remove default and have the following with ServerName blah ServerAlias blah2 etc .. something along these lines .. but basically your apache is misconfigured not RT. NameVirtualHost * VirtualHost * ServerName localhost ServerAlias outsidehost DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlRequire /opt/rt3/bin/webmux.pl Location /NoAuth/images SetHandler default /Location Location /rt SetHandler perl-script PerlResponseHandler RT::Mason /Location /VirtualHost or VirtualHost 127.0.0.1:80 ServerName localhost DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlRequire /opt/rt3/bin/webmux.pl Location /NoAuth/images SetHandler default /Location Location /rt SetHandler perl-script PerlResponseHandler RT::Mason /Location /VirtualHost VirtualHost 192.168.1.10:80 ServerName private DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlRequire /opt/rt3/bin/webmux.pl Location /NoAuth/images SetHandler default /Location Location /rt SetHandler perl-script PerlResponseHandler RT::Mason /Location /VirtualHost Nick Price wrote: Hi I'm still having a few problems with the web interface of rt-3.8.1 on a new install of fedora 9 including all the latest updates In firefox on the localhost RT will run as follows _http://localhost_ http://localhost/ or _http://localhost/rt_ both take me to RT login page but I only see the page in text format On a remote PC if I try to connect to RT _http://myIPaddress_ http://myipaddress/ I get the default apache welcome page when I try _http://myIPaddress/rt_ http://myipaddress/rt I get 404 webpage could not be found The Fedora server will also be running mrtg as the main page (_http://myIPaddress_ http://myipaddress/) so I need RT to run as _http://myIPaddress/rt_ http://myipaddress/rt it doesn't matter what i seem to add it just flips between text and full mode in both root and myIPaddress/rt I need it to run only as http://myIPaddress/rt Please any ideas This is the config i'm running with now /ect/httpd/conf.d/rt3.conf NameVirtualHost localhost VirtualHost localhost ServerAdmin [EMAIL PROTECTED] ServerName localhost DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlRequire /opt/rt3/bin/webmux.pl Location /NoAuth/images SetHandler default /Location Location /rt SetHandler perl-script PerlResponseHandler RT::Mason /Location /VirtualHost and RT_SiteConfig.pm Set( $rtname, 'myDomain.coml'); #Set(@Plugins,(qw(Extension::QuickDelete))); Set( $WebDomain, 'localhost'); Set( $WebPath, '/rt'); Get thousands of games on your PC, your mobile phone, and the web with Windows®. Game with Windows http://clk.atdmt.com/MRT/go/108588800/direct/01/ ___ 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] (no subject)
http://wiki.bestpractical.com/view/ManualApacheConfig - on this page everything you need is described, except new for 3.8 option $WebDomain, but read comments below. On Tue, Aug 26, 2008 at 8:55 PM, Nick Price [EMAIL PROTECTED] wrote: Hi I'm still having a few problems with the web interface of rt-3.8.1 on a new install of fedora 9 including all the latest updates In firefox on the localhost RT will run as follows http://localhost or http://localhost/rt both take me to RT login page but I only see the page in text format Sure as apache's DocumentRoot and by Location directives in your httpd.conf point to the code. More below. On a remote PC if I try to connect to RT http://myIPaddress I get the default apache welcome page when I try http://myIPaddress/rt I get 404 webpage could not be found Location /rt and Location /rt/ are different things. The Fedora server will also be running mrtg as the main page (http://myIPaddress) Then DocumentRoot and other things in your config MUST point to the root thing - mrtg. so I need RT to run as http://myIPaddress/rt Set($WebPath, '/rt'); Set($WebDomain, 'myIPaddress'); As far as I can see that's all you need in RT config. it doesn't matter what i seem to add it just flips between text and full mode in both root and myIPaddress/rt I need it to run only as http://myIPaddress/rt Please any ideas Read doc mentioned above. This is the config i'm running with now /ect/httpd/conf.d/rt3.conf NameVirtualHost localhost This is wrong. Use real domain name or IP. VirtualHost localhost ServerAdmin [EMAIL PROTECTED] ServerName localhost DocumentRoot /opt/rt3/share/html this is wrong, should point to mrtg or something else, whatever you wish to be available as http://myaddress/;. AddDefaultCharset UTF-8 PerlRequire /opt/rt3/bin/webmux.pl Location /NoAuth/images SetHandler default /Location Location /rt this is wrong should be Location /rt/ URL to access should be http://myIPaddress/rt/; and not http://myIPaddress/rt;. You can add rewrite rule later. SetHandler perl-script PerlResponseHandler RT::Mason /Location /VirtualHost and RT_SiteConfig.pm Set( $rtname, 'myDomain.coml'); #Set(@Plugins,(qw(Extension::QuickDelete))); Set( $WebDomain, 'localhost'); This is wrong. localhost is localhost for other people too. Some things are be broken for other people because of this. This MUST be something resolvable for people who will be using RT. Set( $WebPath, '/rt'); -- Best regards, Ruslan. ___ 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] strange subject charset
hi: i am using rt 3.4.5 now and tried to upgrade to 3.8.0 in another machine. after upgrade, i found the Chinese characters in the subject of old tickets become ???. others fields are ok. i go to the attachment table with phpMyAdmin and found situation below: the subject data in rt 3.4.5 table is encoded by some method. it's not utf8. but the subject data present as utf8 correctly in browser. after upgrade: the subject data in rt 3.8.0 table is now utf8.(they are converted by the upgrade procedure!!) but the subject data now present as ??? in browser. if I key-in new data in rt 3.8.0, they look like rt 3.4.5: the subject data in database is encoded, not utf8. they can show correctly as utf8 in browser. in fact, i like my data as utf8 in database, they look better. but more important, they must show correctly in browser. how can i fix this? maybe i should set some parameters or update some perl modules? thanks a lot for 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] (no subject)
unsubscribe ___ 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] (no subject)
Sorry, outlook auto-completed the addressee, meant for the request email. From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Kimberly McKinnis Sent: Monday, July 21, 2008 6:26 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] (no subject) unsubscribe ___ 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] (no subject)
All, I've installed the Request Tracker application at the request of a user to track grant proposals inside our institution but am running into issues getting fetchmail to be able to poll the exchange mailbox we've setup for customers to send requests to so a ticket is autogenerated in Request Tracker. We are using Exchange 2007 with Secure IMAP enabled on port 993. However, whenever I try to use the rt-mailgate file to poll the Exchange server I keep getting a connection refused. I am sure that is a syntax problem in how I have the rt-mailgate.conf file configured. I was wondering if anyone else has run into this problem or has any suggestions on what syntax I need to use so that it can poll this mailbox. Any help would be appreciated! Thanks, Jason Jason Sherman Systems Analyst II MD Anderson Cancer Center - Division of Quantitative Sciences Phone: 713-563-1448 Email: [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] ___ 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] populate subject with custom field value
Hello all, I've created a custom field (mandatory field) and the value that is chosen is assigned to the subject the email generated. When I create the ticket it works fine: RT_System - Subject changed from (no value) to 'Digital Recording Problem' (Digitial Recording problem is one of the values that can be chosen) When one of our users attempt to create a ticket they get this RT_System - Subject changed from (no value) to '' Thanks, Gary _ Change the world with e-mail. Join the i’m Initiative from Microsoft. http://im.live.com/Messenger/IM/Join/Default.aspx?source=EML_WL_ChangeWorld___ 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] Parse subject to extract keywords?
Is there any way that I could parse the subject line to look for specific words, and based on those words, have a scrip change to a specific queue? Thanks, Laura -- View this message in context: http://www.nabble.com/Parse-subject-to-extract-keywords--tp16186548p16186548.html Sent from the Request Tracker - User mailing list archive at Nabble.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] Parse subject to extract keywords?
Is there any way that I could parse the subject line to look for specific words, and based on those words, have a scrip change to a specific queue? Hi Laura, I have a scrip that does this. In the scrip, I have the following: Condition: On Create Action: User Defined Template: Global Template: Blank The Custom action preparation code is: return 0 unless ($self-TicketObj-Subject =~ /^new request/i); return 1; And the custom action clean up code is: $self-TicketObj-SetQueue( 'service' ); return 1; You just need to change your regex and set the right queue names. You can do multiple patterns that each set to a different queue as well. Hope that is helpful, Erik ___ 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] Parse subject to extract keywords?
Igrella, Yep. Actually, the scrip would have a user-defined action, which would be the code to check the type of transaction and if correct, check for the value in the subject line and for each specific hit, set the queue id to what you want in the Custom Action Clean up area. Kenn LBNL On 3/20/2008 12:07 PM, lgrella wrote: Is there any way that I could parse the subject line to look for specific words, and based on those words, have a scrip change to a specific queue? Thanks, Laura ___ 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] (no subject)
stop ___ 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] (no subject)
Hello, Not sure if this made it to the list last time, so I am resending, I apologize in advance if it already got to many of you and it is a duplicate. Hello Mike and everyone else, I wanted to follow-up on our conversation below regarding users, etc. I obviously don't want massive data duplication so it would seem that the best way to do this would be to import all of our internet customers into RT as users with basically no permissions, set them up in a group and all of that normal business. All of my users are in our radius file and accessible via NIS, which is great and I am pretty sure that I can figure out how to import them from that using standard myself syntax and a exported .csv or similar file. The problem that was brought to my attention is that I would need to do this daily. Is there a way that you or someone would know of that would allow me to import only the new data each day? My boss thought that using NIS would be better, and I think that I would agree with that. Please remember, I am not much of a programmer, but I would like to see if this is possible and maybe an example if someone knows how to do it :) Regards, Greg -Original Message- From: Mike Peachey [mailto:[EMAIL PROTECTED] Sent: Thursday, February 07, 2008 7:09 AM To: Greg Evans; RT Users Subject: Re: [rt-users] Ideas on best way to do this? Greg Evans wrote: Hey Mike, Thanks for the reply. I am attaching a screenshot of what I created for my tickets previously with custom fields and all of that. Maybe with my SS you can tell me if I am at least on the right track there? Well, with regards the last four custom fields, you certainly are, that's pretty much what they're designed for, but FirstName, LastName, e-mail address and telephone number will start to cause you massive issues due to data duplication. Although you would be manually linking the tickets together, each time you raise a ticket for the same user, you have to re-enter the same information, and if any information changes, it won't be reflected on previous tickets, so if you look at an old ticket and want to call the customer, you'd have to check the most recent ticket for the most recent phone number, instead of just getting the number from the user's (always up to date) information. Also, you are then creating masses of data within the database that is unnecessary and in violation of data normalisation guidelines. You should only need to store each piece of information about one object once, not once per ticket.. so you're massively increasing the amount of data to store and it will eventually have an impact on the total size and speed of the database as a whole. If you create a user for each customer as they advise you of an issue (either manually, or through a myriad of automagical ways), then you can add as much information as you need to about the user in the user information fields, add as many user custom fields as you want for extra information about that user and then ANY time you are looking at a ticket belonging to that user, you are linking straight to the user's account and their full information, even if you change it. Tickets should only need to hold information that changes for each ticket raised. Users should only need to hold information that changes for each user. Then, turn off the e-mailing of replies to users and bingo - a scalable, usable, logical system. You seem to know a lot about RT and how it works I didn't used to, I've just been tweaking it for so long I've been past most of the code and added a lot of my own. , and I am admittedly not a programmer by any means LOL! Me either, I wish I was, then it wouldn't take so long :p But do you know if it is possible for RT (I couldn't find it when I searched Google) to automatically enter the time worked based on the time elapsed between when the ticket was opened and when it was updated? I guess(?) that if an issue remained unresolved and the customer called back it would have to add time to said ticket on each update? I will keep searching for this on my own, but figured it couldn't hurt to ask. I don't see why not. I might be wrong about the *best* way to do it, but it certainly seems you could add a custom scrip action to do it. Pseudocode: On Ticket-Update, Ticket-Worked = Ticket-Updated() - Ticket-Created() Although, you might need to convert the times into Unix time, then do the sums and then convert back again. Thanks for all of your help. I am going to take those suggestions and implement them as well to make sure that if this needs to scale up eventually, which I am sure it will, that I don't get caught in a nightmare that I cannot get out of. Good plan. Just make sure to keep an eye out for others who know less than you, because without those who know more
Re: [rt-users] change subject string
Exactly what I needed too! Sweet! On Feb 15, 2008 4:45 PM, Gene LeDuc [EMAIL PROTECTED] wrote: Hi Robert, The [box] verbiage on the subject line (and the box itself) are set in the SetSubjectToken subroutine in SendEmail.pm. We modified it on our setup so we could remove the box entirely for certain outgoing messages. Regards, Gene At 11:44 AM 2/15/2008, Robert Keidel wrote: I am using RT 3.6.4, I setup the whole application, and everything works perfect. My manager wants me to make some changes in the system and I was able to do so for most of it. Now I am stuck on the point that I don't know where I can change/add something to the subject string. right now the string looks like this: [$rtname #375] Request for a PC repair I would like to change it to [$rtname Ticket/Case #375] Request for a PC repair Where can I change that, or how? -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- - - Sharlon (c). ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] change subject string
Robert,
Here is some code we use that embeds ticket info into the subject line:
Subject: Request Titled: {$Ticket-Subject} has been resolved!
This ticket has been resolved. DO NOT reply to this message!
-
Hope this helps.
Kenn
LBNL
On 2/15/2008 11:44 AM, Robert Keidel wrote:
Hello,
I am using RT 3.6.4, I setup the whole application, and everything
works perfect. My manager wants me to make some changes in the system
and I was able to do so for most of it. Now I am stuck on the point
that I don't know where I can change/add something to the subject
string.
right now the string looks like this:
[$rtname #375] Request for a PC repair
I would like to change it to
[$rtname Ticket/Case #375] Request for a PC repair
Where can I change that, or how?
Thanks for any help?
Rok
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[rt-users] change subject string
Hello, I am using RT 3.6.4, I setup the whole application, and everything works perfect. My manager wants me to make some changes in the system and I was able to do so for most of it. Now I am stuck on the point that I don't know where I can change/add something to the subject string. right now the string looks like this: [$rtname #375] Request for a PC repair I would like to change it to [$rtname Ticket/Case #375] Request for a PC repair Where can I change that, or how? Thanks for any help? Rok ___ 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] change subject string
Hi Robert, The [box] verbiage on the subject line (and the box itself) are set in the SetSubjectToken subroutine in SendEmail.pm. We modified it on our setup so we could remove the box entirely for certain outgoing messages. Regards, Gene At 11:44 AM 2/15/2008, Robert Keidel wrote: I am using RT 3.6.4, I setup the whole application, and everything works perfect. My manager wants me to make some changes in the system and I was able to do so for most of it. Now I am stuck on the point that I don't know where I can change/add something to the subject string. right now the string looks like this: [$rtname #375] Request for a PC repair I would like to change it to [$rtname Ticket/Case #375] Request for a PC repair Where can I change that, or how? -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ 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] change subject string
Hi Gene, that's what I was looking for. Thanks for the help. Next issue solved. Thanks again to everybody. Robert ___ 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] (no subject)
I would ask this question to the asset track list or look at their wiki, but those aren't available. I have AT installed and it appears in the RT menu, however, the only option I have for adding machines is server. I don't have any other types of machines available and can't figure out how to add them. I tried editing one of the config files and more types appeared in the view, but when you go to add a new asset, the only type is still server. Could anyone point me to info on how to set this up or help me out? Thanks, Chris ___ 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] (no subject)
subscribe No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.503 / Virus Database: 269.15.8/1089 - Release Date: 10/23/2007 7:39 PM ___ 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] (no subject)
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[rt-users] (no subject)
Anyone know how to adapt this for RT 3.6.1?
--- share/html/Elements/MyRequests.orig Wed Feb 2 00:20:40 2005
+++ share/html/Elements/MyRequests Mon Sep 18 21:37:08 2006
@@ -58,8 +58,17 @@
/
%init
my $rows = $RT::MyRequestsLength;
+my $Queues = RT::Queues-new($session{'CurrentUser'});
+$Queues-UnLimit();
+my $myQueues = ;
+while (my $queue = $Queues-Next) {
+ next unless ($queue-CurrentUserHasRight('ShowTicket'));
+ $myQueues .= OR Queue = ' . $queue-Name . ';
+}
+$myQueues =~ s/^ OR //g;
+
-my $Query = Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open');
+my $Query = Owner = 'Nobody' AND $myQueues AND ( Status = 'new' OR
Status = 'open');
my $QueryString = '?' . $m-comp('/Elements/QueryString',
Query = $Query,
Thanks
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[rt-users] (no subject)
I get this error when trying to get an RSS link in 3.6.3 does anyone have an
Idea of the cause?
error: Can't locate object method channel via package XML::RSS at
/opt/rt3/share/html/Search/Results.rdf line 57.
context:
...
53:
54:
# create an RSS 1.0 file (http://purl.org/rss/1.0/)
55:
use XML::RSS;
56:
my $rss = new XML::RSS (version = '1.0');
57:
$rss-channel (
58:
title = $RT::rtname: Syndicated Search,
59:
link = $RT::WebURL,
60:
description = ,
61:
dc = {
...
code stack: /opt/rt3/share/html/Search/Results.rdf:57
/opt/rt3/share/html/autohandler:292
Mark Fuller
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Re: [rt-users] (no subject)
On May 4, 2007, at 12:14 PM, mfuller wrote:
I get this error when trying to get an RSS link in 3.6.3 does
anyone have an Idea of the cause?
error: Can't locate object method channel via package
XML::RSS at /opt/rt3/share/html/Search/Results.rdf line 57.
Do you have XML::RSS installed?
perl -MXML::RSS -e1
This will silently exit if the module is installed, or throw an
error if you need to install it
-kevin
context:
...
53:
54:
# create an RSS 1.0 file (http://purl.org/rss/1.0/)
55:
use XML::RSS;
56:
my $rss = new XML::RSS (version = '1.0');
57:
$rss-channel (
58:
title = $RT::rtname: Syndicated Search,
59:
link = $RT::WebURL,
60:
description = ,
61:
dc = {
...
code stack: /opt/rt3/share/html/Search/Results.rdf:57
/opt/rt3/share/html/autohandler:292
Mark Fuller
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[rt-users] Cuted subject of automatic replay?
When I send to RT an email(for example in ISO-8859-2) with subject which has all polish specific letters: ŻŹĆŃŁĄŚÓĘżźćńłąśóę, RT sends me automatic replay and when I reciving it under Mozilla Thunderbird subject looks like it has been cuted. Whole email pasted below: From - Thu Apr 05 15:22:13 2007 X-Account-Key: account2 X-UIDL: ?(7!\c[EMAIL PROTECTED]!-$-! X-Mozilla-Status: 0001 X-Mozilla-Status2: Return-Path: [EMAIL PROTECTED] X-Spam-Checker-Version: SpamAssassin 3.1.7 (2006-10-05) on balblablab X-Spam-Level: X-Spam-Status: No, score=-0.1 required=5.0 tests=ALL_TRUSTED,AWL, SUBJECT_ENCODED_TWICE autolearn=no version=3.1.7 X-Original-To: [EMAIL PROTECTED] Delivered-To: [EMAIL PROTECTED] Received: from localhost (localhost [127.0.0.1]) by blablablabl (Postfix) with ESMTP id E0D381C024BD3 for [EMAIL PROTECTED]; Thu, 5 Apr 2007 15:21:49 +0200 (CEST) X-Virus-Scanned: Debian amavisd-new at blablablalb Received: from abllablabla ([127.0.0.1]) by localhost (blablalbalba [127.0.0.1]) (amavisd-new, port 10024) with ESMTP id JMWYM1xbqcUz for [EMAIL PROTECTED]; Thu, 5 Apr 2007 15:21:49 +0200 (CEST) Received: from balbalblab (unknown [217.153.23.228]) by balblalblab (Postfix) with ESMTP id B57B31C024B79 for [EMAIL PROTECTED]; Thu, 5 Apr 2007 15:21:49 +0200 (CEST) Received: by blablalbalba (Postfix, from userid 33) id 9E9A2801CD; Thu, 5 Apr 2007 15:21:49 +0200 (CEST) Subject: =?UTF-8?B?W0lEICM3NV0gQXV0b1JlcGx5OiDFu8W5xIbFg8WBw5PEhMWaxJjFvMW6xIfF?= =?UTF-8?B?hMWCw7PEhcWbxJk=?= From: The default queue via RT [EMAIL PROTECTED] Reply-To: [EMAIL PROTECTED] In-Reply-To: [EMAIL PROTECTED] References: [EMAIL PROTECTED] [EMAIL PROTECTED] Message-ID: [EMAIL PROTECTED] Precedence: bulk X-RT-Loop-Prevention: ID RT-Ticket: ID #75 Managed-by: RT 3.6.3 (http://www.bestpractical.com/rt/) RT-Originator: [EMAIL PROTECTED] To: [EMAIL PROTECTED] MIME-Version: 1.0 Content-Type: text/plain; charset=utf-8 Content-Transfer-Encoding: 8bit X-RT-Original-Encoding: utf-8 Date: Thu, 05 Apr 2007 15:21:49 +0200 X-UIDL: ?(7!\c[EMAIL PROTECTED]!-$-! Greetings, This message has been automatically generated in response to the creation of a trouble ticket regarding: ŻŹĆŃŁÓĄŚĘżźćńłóąśę, a summary of which appears below. There is no need to reply to this message right now. Your ticket has been assigned an ID of [ID #75]. Please include the string: [ID #75] in the subject line of all future correspondence about this issue. To do so, you may reply to this message. Thank you, ___ 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] (no subject)
Hi, We're in the process of upgrading from rt-3.2.2 to rt-3.6.1. We were using the messageid patch from: http://lists.fsck.com/pipermail/rt-devel/2004-September/006279.html which meant that even if an email reply did not include the ticket reference it still ended up being appended to the correct ticket history. RT seems to have moved on to the point that applying this patch to rt-3.6.1 fails. Trying to hack things by hand didn't work for me either. Is anyone else doing anything like this at all? Many thanks, Steve. -- Stephen Ison Unix Support University of Cambridge Computing Service [EMAIL PROTECTED] ___ 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] (no subject)
Interesting patch. May be the author has an update. Peter? On 10/16/06, Steve Ison [EMAIL PROTECTED] wrote: Hi, We're in the process of upgrading from rt-3.2.2 to rt-3.6.1. We were using the messageid patch from: http://lists.fsck.com/pipermail/rt-devel/2004-September/006279.html which meant that even if an email reply did not include the ticket reference it still ended up being appended to the correct ticket history. RT seems to have moved on to the point that applying this patch to rt-3.6.1 fails. Trying to hack things by hand didn't work for me either. Is anyone else doing anything like this at all? Many thanks, Steve. -- Stephen Ison Unix Support University of Cambridge Computing Service [EMAIL PROTECTED] ___ 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 -- Best regards, Ruslan. ___ 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] (no subject)
Hi
You have to change the file User.pm when privileged user will view this
information. In the diff I give privileged users permission to view comments
and workphone from users.
--- /opt/rt3/lib/RT/User.pm 2005-02-01 15:20:40.0 +0100
+++ /opt/rt3/local/lib/RT/User.pm 2006-09-29 13:59:25.0 +0200
@@ -770,7 +770,7 @@
Password =
{read = 1, write = 1, sql_type = 12, length = 40, is_blob
= 0, is_numeric = 0, type = 'varchar(40)', default = ''},
Comments =
- {read = 1, write = 1, sql_type = -4, length = 0, is_blob
= 1, is_numeric = 0, type = 'blob', default = ''},
+ {read = 1, write = 1, public = 1, sql_type = -4, length =
0, is_blob = 1, is_numeric = 0, type = 'blob', default = ''},
Signature =
{read = 1, write = 1, sql_type = -4, length = 0, is_blob
= 1, is_numeric = 0, type = 'blob', default = ''},
EmailAddress =
@@ -802,7 +802,7 @@
HomePhone =
{read = 1, write = 1, sql_type = 12, length = 30, is_blob
= 0, is_numeric = 0, type = 'varchar(30)', default = ''},
WorkPhone =
- {read = 1, write = 1, sql_type = 12, length = 30, is_blob
= 0, is_numeric = 0, type = 'varchar(30)', default = ''},
+ {read = 1, write = 1, public = 1, sql_type = 12, length =
30, is_blob = 0, is_numeric = 0, type = 'varchar(30)', default = ''},
MobilePhone =
{read = 1, write = 1, sql_type = 12, length = 30, is_blob
= 0, is_numeric = 0, type = 'varchar(30)', default = ''},
PagerPhone =
Michael
PS: Sorry for my bad english
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Ian Clancy
Sent: Wednesday, 04 October, 2006 14:03
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Permissions to view More about user
Hi list,
I wrote a script to pull all our user information from out directory into RT.
Information such as Phone Numbers etc.. that kind of thing.
All this information can now be viewed from the root account but not from the
other privileged accounts.
What permission do i need to give to the priviliged accounts to be able to view
this information ?.
Thanks
--
Ian Clancy
IT Co-ordinator
Connaught Electronics Ltd.
Dunmore Rd,
Tuam,
Co. Galway,
Ireland.
P : ++353 93 23151
F : ++353 93 23110
E : mailto:[EMAIL PROTECTED]
W : http://www.cel-europe.com
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[rt-users] (no subject)
Hi, I have a custom status field that gives a more detailed breakdown of the tickets. I also have set up scrips to send notifications when this custom status changes. I did have notifications set up when the standard RT status changes, and On Resolve, but I want to remove these to reduce the volume of mails sent to users. The only open ended issue is that Id like to ensure that if someone updates the RT status to resolved , that it also updates the custom status to closed. Is ther any way of doing this through a scrip? Ive had a look on the wiki, and the only thing that came close was http://wiki.bestpractical.com/index.cgi?EditCustomFieldsOnUpdate ..but Id like the custom status change to occur automatically without requiring user input. Thanks, Paul P.S. I am using RT 3.4.5 Privileged, confidential and/or copyright information may be contained in this communication. This e-mail and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended addressee, you may not copy, forward, disclose or otherwise use this e-mail or any part of it in any way whatsoever. To do so is prohibited and may be unlawful. If you have received this email in error please notify the sender immediately. Paddy Power PLC may monitor the content of e-mail sent and received for the purpose of ensuring compliance with its policies and procedures. ___ 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] (no subject)
__ This email has been scanned by the MessageLabs Email Security System on behalf of OLSON. For more information about MessageLabs, please visit http://www.messagelabs.com/email __ ___ 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] (no subject)
Now then all, Is it possible to change the best practical graphic to one of my own, or even add one along side this. Also I would like the graphic to be sent out with the ticket correspondence. any ideas would be most grateful. (Using RT-3.4) Cheers -- Matthew Hunt BSc(Hons) 1st Line Technical Support YHFSC Foundation Service Centre t: 01724 - 275013 ___ 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
