On Feb 12, 2009, at 2:02 PM, Jesse Vincent wrote:
We already have something for you, I think.
RT::Transaction->IsInbounda
=head2 IsInbound
Returns true if the creator of the transaction is a requestor of the
ticket.
Returns false otherwise
By "a requestor" I take it to mean "anyone other th
Richard,
Richard Foley rfi.net> writes:
>
> Hi Chia-liang,
>
> Ok, so now I've got this:
>
> if ($passed) {
> $top->SetStatus( Status => 'resolved', Force => 1 );
> $self->RunScripAction('Notify Owner', 'Approval Ready for Owner',
> TicketObj
I speak it well enough to modify things, so far. I wouldn't call
myself fluent, but i can more than copy-paste code. I'd love to see
it. This system isn't in production yet, so i don't mind potential
breakage trying to get something to work. Thanks!
On Fri, Feb 13, 2009 at 6:18 PM, Gene LeDuc
If you speak perl, I'll be happy to send you a copy of a script we use that
would illustrate getting ticket info using the API. If you don't speak
perl, then I wouldn't recommend learning it with this script or this project.
At 02:17 PM 2/13/2009, Rob Munsch wrote:
>On Fri, Feb 13, 2009 at 1:48
On Feb 13, 2009, at 6:10 PM, james machado wrote:
> Letting the user change the value of the refresh for themselves is
> not a bad thing but neither is having a non-zero default for the
> entire installation. I very much would have liked to be able to set
> a non-zero default for the page
Letting the user change the value of the refresh for themselves is not a bad
thing but neither is having a non-zero default for the entire installation.
I very much would have liked to be able to set a non-zero default for the
page refresh for the installation, the options I have seen and tried cau
On Fri, Feb 13, 2009 at 1:48 PM, Drew Barnes wrote:
> use the API to re-run those transactions
I have to confess, after some time googling and looking over the wiki,
that i cannot figure out how to do that :(.
--
/chown -R us:us /yourbase
___
http://
On Fri, Feb 13, 2009 at 16:24, L B wrote:
> I don't use custom fields because :
> - I don't want users to log in the self service to create requests
> - I don't want to create custom fields per queue (especially
> mandatory ones) because the DNS queue can be used to request a new DNS
> entry, bu
I don't use custom fields because :
- I don't want users to log in the self service to create requests
- I don't want to create custom fields per queue (especially
mandatory ones) because the DNS queue can be used to request a new DNS
entry, but also to report DNS problems or ask anything related
On Feb 13, 2009, at 2:29 PM, Andy Jones wrote:
> Hi, folks.
>
> I'm interested in making our correspondence from RT a little
> prettier-- that is, including some HTML. I've created a template that
> uses HTML successfully and the message appears to be working just
> fine.
>
> The problem I'm r
Hi, folks.
I'm interested in making our correspondence from RT a little
prettier-- that is, including some HTML. I've created a template that
uses HTML successfully and the message appears to be working just fine.
The problem I'm running into is that some folks in our office don't
use emai
On Fri, Feb 13, 2009 at 14:12, Chris Nelson wrote:
> It REALLY didn't like that. I wasn't able to start apache with that file. I
> had to delete the file to get it to start again.
Any information from error logs to report? Did you not copy I18N/i_default.pm
to local too?
I did, and works fine for
It REALLY didn't like that. I wasn't able to start apache with that file. I
had to delete the file to get it to start again. (BTW, HUP isn't a known
thing on my ubuntu box...)
-Chris
On Fri, Feb 13, 2009 at 1:48 PM, Jerrad Pierce <
jpie...@cambridgeenergyalliance.org> wrote:
> > to the bottom of
Hi Everyone
I just did a test migration from our existing 3.6.1 install to a 3.8.2 install
following the process outlined here
http://rt.bestpractical.com/view/MigrateToNewServer and in the UPGRADE.mysql
and README files from the 3.8.2 package.
After installing 3.8.2 on the new server I teste
On Fri, Feb 13, 2009 at 13:39, Gene LeDuc wrote:
> We use web pages to do this. User goes to DNS request page, fills in form,
> php does some sanity-checking on the data, data gets formatted and mailed
> to RT, RT creates ticket in DNS queue. Repeat for e-mail aliases, firewall
That's not the be
Disable all scrips that send correspondence, go one step further and
shut down your MTA (so that mail sent in will try again later), use the
API to re-run those transactions, re-enable scrips, start the MTA back
up. No emailings, no fuss.
Jerrad Pierce wrote:
>> If i follow this right, this wi
> to the bottom of /opt/rt3/local/lib/RT/I18N/en.po and restarted apache2. No
You don't need to restart, HUP/graceful/reload is good enough.
> luck. Was I supposed to update the other file? Did I do something wrong?
Hmm, it seems RT doesn't support local localizations, without creating
a RT/I18N_
We use web pages to do this. User goes to DNS request page, fills in form,
php does some sanity-checking on the data, data gets formatted and mailed
to RT, RT creates ticket in DNS queue. Repeat for e-mail aliases, firewall
rules, etc.
Gene
At 10:05 AM 2/13/2009, L B wrote:
>Hello all,
>
>
Hrm. I added:
#: NOT FOUND IN SOURCE
msgid "Time Estimated"
msgstr "Billable Time"
to the bottom of /opt/rt3/local/lib/RT/I18N/en.po and restarted apache2. No
luck. Was I supposed to update the other file? Did I do something wrong?
Thanks so much for your help...
-Chris
On Fri, Feb 13, 2009 at 1
It's not really clear what you need that custom fields don't satisfy.
--
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Community help: http://wiki.bestpractical.com
Commerci
In the latest RT rt-crontool can be used for this. It has transaction
and transaction-type arguments that can be very helpful, for example
you can apply an action on all corresponds in tickets matching some
search query and/or condition.
However, you must understand that if your action changes a t
> If i follow this right, this will create a new set of tickets with
> what i want, but the originals will still remain as-is, yes? I
> suppose i could destroy the originals after i verify it worked.
Better to merge I should think, if you're going this route.
Especially since you're also going to
Specifically you want to add:
msgid "Time Estimated"
msgstr "Time Billed"
to your local localization file.
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Community he
Sweet. I was able to figure out that page no problem and after a quick
restart of Apache2, staged now shows in the quick search.
Interestingly, I had already added the line:
Set(@ActiveStatus, qw(new open stalled staged));
to RT_SiteConfig.pm and it still isn't showing up in those queries...
Any
Hello all,
I use RT 3.8.2. People are creating tickets to request things, and
sometimes they forget some details. I would like to create a set of
"standard request forms", ideally somewhere in RT, that will create
tickets with a summary of the details.
Exemple : request for an DNS entry will cre
On Fri, Feb 13, 2009 at 13:06, Chris Nelson wrote:
> Sorry - I'm a total n00b here. Can you explain what that's doing exactly? I
> can't quite follow what's happening. Looks like, you make a new dir,
uh, yeah
> copy some specific library file (language po file?)
uh-huh
>and then "emacs" the lib
forgot to cc the list again :P itchy send finger, sorry Gene.
On Fri, Feb 13, 2009 at 11:41 AM, Gene LeDuc wrote:
> I think I'd write a perl script to read each ticket and then e-mail it back
> to RT. Not very elegant and a significant bump in your mail server's
> workload, but you know that the
Sorry - I'm a total n00b here. Can you explain what that's doing exactly? I
can't quite follow what's happening. Looks like, you make a new dir, copy
some specific library file (language po file?) and then "emacs" the lib file
(don't know what that does).
Then, would you go edit the copied file an
> We want to add a column to the Quick Search on the RT at a Glance screen for
> Staged. So, across the top of Quick Search you would see Queue New Open
> Stalled Staged. I have hunted and hunted and can't figure out how to do
> that. Is it possible?
You have to be root to edit the global queries f
> Is it possible to change the Time Estimated data label to read Billable Time
> in the interface? That would greatly help reduce confusion.
Customize a local copy of your language's po file? e.g;
mkdir -p /opt/rt3/local/lib/RT/I18N/
cp /opt/rt3/lib/RT/I18N/en.po /opt/rt3/local/lib/RT/I18N/en.p
Hi Chia-liang,
Ok, so now I've got this:
if ($passed) {
$top->SetStatus( Status => 'resolved', Force => 1 );
$self->RunScripAction('Notify Owner', 'Approval Ready for Owner',
TicketObj => $top);
}
and nothing happens...
?-\
What I h
Greetings everyone!
I have two questions for this post.
*Basics:*
I'm running RT 3.8.1 on Linux Ubuntu 8.04 Hardy, Apache 2.2.8, Perl 5.8.8,
and MySQL 5.0.51a-3ubuntu5.1. We have added a custom status of "Staged" to
indicate when a ticket is open, but pending some action by other departments
(ie,
Greetings Everyone!
My second question of the day (and hopefully my final).
*Basics:*
I'm running RT 3.8.1 on Linux Ubuntu 8.04 Hardy, Apache 2.2.8, Perl 5.8.8,
and MySQL 5.0.51a-3ubuntu5.1. We want to be able to track the total time
spent on a ticket *and* the time spent that we should bill to a
On Fri, 2009-02-13 at 14:10 +, Chia-liang Kao wrote:
> We are in the process of releasing a RT extension called WorkflowBuilder,
> which
> should make the use of the approval system of fewer hassles. Most notably you
> can define multi-stage approvals without writing the template for the
> C
I think I'd write a perl script to read each ticket and then e-mail it back
to RT. Not very elegant and a significant bump in your mail server's
workload, but you know that they would all be treated as new tickets. This
should be a pretty trivial script to write using the API.
Gene
At 08:14
I have queues, CFs, scrips and such set up more or less the way i want
them. For now. Until the department heads get back to me again.
While configging things, i collected about 10k tickets into the
General queue in various stages of completeness. Other queues weren't
set up yet, CFs weren't be
Richard Foley rfi.net> writes:
>
> Hi all,
>
> I'm using RT 3.8.2 to set up approvals, and I'd like the approval process to
> set the ticket status to "resolved", instead of "open". I'm setting the
> status to "pending" inbetween times, and I'd like to get to "resolved"
> without RT ignorin
Version of RT 3.6--
I am having an issue with users reporting that sometimes (appears
randomly) the CCs (individual emails added at the time of
reply/comment) are not getting the emails. The people that are not
getting the emails are either users with access to RT or just random
email addre
John,
John Alexson jajxn.net> writes:
> I was a bit confused by the revamped approvals in 3.8.2 as well --
> especially the lack of scrips for the ___Approvals queue. It seems
> these actions are now hardcoded into the system -- at least for the
> default actions (I'm sure somebody can elaborate
Hi all,
I'm using RT 3.8.2 to set up approvals, and I'd like the approval process to
set the ticket status to "resolved", instead of "open". I'm setting the
status to "pending" inbetween times, and I'd like to get to "resolved"
without RT ignoring me :-) To which end I have fudged the code te
On Fri, 2009-02-13 at 13:28 +, Alex Young wrote:
> Thanks for the info.
>
> The way I had hoped to use it was having a "Approval" button on the ticket
> screen, and when pressed it would send all the info to the create new
> ticket/depends on screen with "Management Approvals" This bit works
On Thu 12.Feb'09 at 12:11:55 -0800, Jo Rhett wrote:
>Jesse, how would you feel about having an action which indicates an update
>not by a privileged user?
>Ie, "Correspond" and Comments would be from privileged.
>"Update" or "Response" (or any other name you like) would be an upd
Thanks for the info.
The way I had hoped to use it was having a "Approval" button on the ticket
screen, and when pressed it would send all the info to the create new
ticket/depends on screen with "Management Approvals" This bit works. I thought
I would need separate approval queues for differen
On Fri, 2009-02-13 at 10:46 +, Alex Young wrote:
> I had the approval system working in 3.8.1, but for some reason it no
> longer works in 3.8.2 as expected.
>
>
>
> If a new ticket is created in our approval queue “Management
> Approvals” it sends out a normal ticket email, not the approva
I had the approval system working in 3.8.1, but for some reason it no
longer works in 3.8.2 as expected.
If a new ticket is created in our approval queue "Management Approvals"
it sends out a normal ticket email, not the approval email.
In the "Management Approvals" queue there is a scrip:
Hi there list!
This is my first post, and I'm newbie with RT so excuse any trivial
question. I have searched many sites and threads but cannot find
solution for my problem so I'm writing it here.
First of all - configuration:
OS: NetBSD 4.0
CPUs: 2x "Intel(R) Xeon(TM) CPU 3.00GHz"
RAM: 2 GB
S
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