Re: [rt-users] Approvals in 3.8.2 - availability?

On Friday 13 February 2009 15:10:38 Chia-liang Kao wrote: > We are in the process of releasing a RT extension called WorkflowBuilder > Any sign of this anywhere any of the great unwashed can get it, it doesn't seem to be on the CPAN...? -- Richard Foley Ciao - shorter than aufwiedersehen http:/

Re: [rt-users] Approvals status open->resolved RTx-WorkflowBuilder?

Hi Chia-liang, Ok, thanks for the reply and the patch to prove your point, even though this doesn't work for me. I believe that the internal approval system is assuming certain things about the tickets its handling, such as that the approval will be created along with the initial ticket, inste

[rt-users] Help with permissions?

Hey everyone, my problem has to do with setting permissions. I have created a queue called IT support, and a group called Company Employees. The Employee group has the following rights on the group: create ticket and show ticket. These don't seem to be enough for a user in the group employees to

[rt-users] Ticket numbering issue

Hi all I'm using RT 3.8.2, It was working fine but these days it creates ticket in odd numbers only (355, 357, 359) when I try to search for tickets in even number message appear "Could not load ticket 356". can you help me to solve this issue, as it's wasting all even numbers. thanks regards Ibr

[rt-users] Plugins to Include in Main RT release

Hi all, I'd like to open a poll to list all the Plugins mostly used by RT users. This, I suppose, should be useful to both rt users and rt creators to deliver the best RT ever, by including features born outside upstream but included and used by a lot of people. Is it better maybe to have

Re: [rt-users] RT Book : does it worth?

Jesse Vincent ha scritto: > It's just not very high on the priority list...and I'd rather see a new > book covering RT4 than RT 3.8. (http://wiki.bestpractical.com/view/RT4) Yes definitely I'd love to see a "RT 4.0 - the definitive guide" published. Could be fun too being a proofreader for that m

Re: [rt-users] Plugins to Include in Main RT release

Andrea Perotti wrote: > Hi all, > I'd like to open a poll to list all the Plugins mostly used by RT > users. This, I suppose, should be useful to both rt users and rt > creators to deliver the best RT ever, by including features born outside > upstream but included and used by a lot of people

Re: [rt-users] Help with permissions?

Hello George, Try granting at the Global Group level, "SeeQueue" right to Company Employees, or maybe straight to Privileged group - it may save work for next queues... HTH, Gabriele Franzini ICT Applications Manager Nerviano Medical Sciences SRL PO Box 11 - Viale Pasteur 10 20014 Nerviano Ital

Re: [rt-users] Approvals in 3.8.2 ??? ->availability<- ???

On Friday 13 February 2009 15:10:38 Chia-liang Kao wrote: > We are in the process of releasing a RT extension called WorkflowBuilder > Any sign of this anywhere? I'm trying to avoid re-inventing the wheel here... -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ __

Re: [rt-users] WebService for RT?

On Thu, Feb 19, 2009 at 4:45 PM, Jesse Vincent wrote: > > > > On Thu 19.Feb'09 at 16:50:03 +0100, Stefan Hornburg wrote: >> There is a REST interface and a corresponding Perl module (though that >> might be a bit outdated with 3.8). > > I'm using RT::Client::REST against 3.8.2 just fine. Includin

[rt-users] trend data on time spent/estimated

Hi All, I've been trying to find a good tool to get trends from my RT data on time spent etc. I've had a good look and cant find much, but let me know if i've missed something really obvious. I came across the RTx::Statistics package but couldnt see any movement on it in the last two years or

Re: [rt-users] Approvals in 3.8.2 ??? ->availability<- ???

hmm that would be a great feature On Mon, Feb 23, 2009 at 1:45 PM, Richard Foley wrote: > On Friday 13 February 2009 15:10:38 Chia-liang Kao wrote: > > We are in the process of releasing a RT extension called WorkflowBuilder > > > Any sign of this anywhere? > > I'm trying to avoid re-inventing th

Re: [rt-users] Approvals in 3.8.2 ??? ->availability<- ???

It's currently at http://code.bestpractical.com/bps-public/RTx-WorkflowBuilder/ , documentation and release is on the way. On Friday 13 February 2009 15:10:38 Chia-liang Kao wrote: We are in the process of releasing a RT extension called WorkflowBuilder Any sign of this anywhere? I'm try

Re: [rt-users] Approvals in 3.8.2 ??? ->availability<- ???

On Monday 23 February 2009 14:07:37 Chia-liang Kao wrote: > http://code.bestpractical.com/bps-public/RTx-WorkflowBuilder/, > I approve when the test suite is larger than the code ;-) Cheers Chia-liang! I'll take a look and see if this helps us. Any idea how long before a formal release is expe

[rt-users] Logging -> Completely separating RT from Apache default

I've missed something somewhere and I'm not sure where.. some logging is still slipping through to my default Apache error_log. RT_SiteConfig.pm: Set($LogToSyslog, ''); Set($LogToFile, 'info'); Set($LogDir,'/opt/rt3/var/log

[rt-users] Re quest Tracker 3.8.2 - Integration with Active Directory (Windows 2003)

I have installed, RT 3.8.2, on a RHEL5, and i have had problems to integrate RT with Active Directory. I hope that someone had a solution to my problem, there is my configuration. Set( @Plugins, qw(RT::Authen::ExternalAuth) ); Set($rtname, 'somemachine.domain.pt'); Set($Organization, 'My organiza

[rt-users] Bug with reply and /txt files in 3.8.2?

I think we have possibly found a bug in 3.8.2 on the ticket display. If you do a reply and add a text file attachment it submits correctly and shows the .txt file in-line with the ticket. If I click Reply on that correspondence it doesn't include the message body, it includes the .txt file cont

Re: [rt-users] Help with permissions?

Hey there, Thanks for the reply! Unfortunately that doesn't help as at the end of the day i want users in the specific group to only have access to their own tickets and see no other ticket. And if possible to be able to see all their requested tickets. Does anyone else know how to achieve this?

Re: [rt-users] trend data on time spent/estimated

thanks for that! i'll be trying the installation this week. on the page it refers to "rt's regular statistics package" - is this RTx::Statistics? do you know if people are regularly using this with the later versions of RT? Marouane HIMDI wrote: > Have a look at Yarts http://www.bastian-friedric

Re: [rt-users] WebService for RT?

> > > > I'm using RT::Client::REST against 3.8.2 just fine. > > Including access to Custom Fields? IIRC the current RT::Client::REST > release doesn't handle the new 3.8 style naming convention yet. Yep. I could believe that there might be issues with escaping and very oddly named CFs, which, IIR

Re: [rt-users] Help with permissions?

Hi George, I defaulted to granting a global right to the Everyone group to CreateTicket and ReplyToTicket on the relevant queue (in your case IT_Support). that should take care of your Company_Employees users needing to create tickets. As for the Company_Employees group users being able to o

Re: [rt-users] trend data on time spent/estimated

There is no relation between this tool and RTx::Statistics. I already installed it with RT 3.8.1 without any problem Dr Marouane HIMDI Ingénieur R&D/R&D Engineer KEREVAL 4, rue Hélène Boucher Z.A. Bellevue 35235 Thorigné Fouillard Tel : +33 (0)2 23 20 36 64 http://www.kereval.com P Pensez

Re: [rt-users] Re quest Tracker 3.8.2 - Integration with Active Directory (Windows 2003)

Mtabanez wrote: > I have installed, RT 3.8.2, on a RHEL5, and i have had problems to integrate > RT with Active Directory. I hope that someone had a solution to my problem, > there is my configuration. The example RT_SiteConfig.pm provided with ExternalAuth is not where you define the settings, it

Re: [rt-users] trend data on time spent/estimated

Have a look at Yarts http://www.bastian-friedrich.de/comp/yarts/ . it's developed in PHP, so easy to customise to meet your needs. Best regards Dr Marouane HIMDI Ingénieur R&D/R&D Engineer KEREVAL 4, rue Hélène Boucher Z.A. Bellevue 35235 Thorigné Fouillard Tel : +33 (0)2 23 20 36 64 http

Re: [rt-users] Help with permissions?

On Mon, 23 Feb 2009 05:36:41 -0500, George Beitis wrote: > Hey everyone, > my problem has to do with setting permissions. > > I have created a queue called IT support, and a group called Company > Employees. The Employee group has the following rights on the group: > create > ticket and show

Re: [rt-users] Bug with reply and /txt files in 3.8.2?

Some further info: This only happens when the WYSIWYG editor is enabled. If its disabled it send the .txt attachment correctly. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Alex Young Sent: 23 February 2009 14:33 To: rt-use

Re: [rt-users] Plugins to Include in Main RT release

On Mon, Feb 23, 2009 at 6:14 AM, Mike Peachey wrote: > This is an invalid way to define extensions as each declaration will > override the previous. You should use, for example: This is one of the things that tripped me up when i first tried to get ExternalAuth working. I looking around the wik

[rt-users] Configuring RT for customer logins

I'm running into road blocks here, wondering if anyone can provide what they did. I want uses to be able to log into RT and view their tickets, create tickets, and reply to their tickets from the web. In order to view a ticket a user has created it seems like I must grant "ShowTicket" but the s

[rt-users] Second Instance Of RT (for branding purposes)

I'm trying to setup a second instance of RT that has a different branding, but uses the same SQL server, etc. I copied my existing (and working) RT installation over to a new directory. Then I created the new instance in Apache in the httpd.conf, changing the file locations to the new directories.

Re: [rt-users] RT Default query My Tickets

Chia-Liang, Thanks. I'll check it out. Kenn LBNL On 2/20/2009 11:09 PM, Chia-liang Kao wrote: > Hi Kenneth, > > Kenneth Crocker lbl.gov> writes: >> I need to make some changes to the default Query "My Tickets". Where >> would I find that code to change some of the default sorts

Re: [rt-users] Configuring RT for customer logins

Joel, Try this: grant All the privileges for "Searches" Globally to "Privileged". Then grant "SeeQueue" and "CreateTicket" at the Queue level to "Privileged". Then grant "ShowTicket", "ShowOutgoingEmail", and "ReplyToTicket" at the Queue level to "Requestrors". That should give you a

Re: [rt-users] Second Instance Of RT (for branding purposes)

Doug; Are you using fast cgi , or mod_perl ??, with fastcgi you can run as many instances you want --sorry I don't use so I do n't have working apache config, with mod_perl you suppose to only run one instance due to how the mod_perl/mason work, however I did find a work around and this is how

[rt-users] Diplaying Custom fields globally

Hi All, I am using the RT::Extension::SLA module, which is working great. I am trying to figure out how to do something seemingly simple. I would like the Custom SLA field to display globally on RT At A Glance and pretty much everywhere so that people can use that information to prioritize. I

Re: [rt-users] Diplaying Custom fields globally

Steve, I have done this for a couple of queries. You can modify the default fields to be automatically listed as display fields in the Query Builder tool by going to /RTHome/etc and chaning the RT_SiteConfig.pm file and making your changes. When I did this, I wanted the minimum fields

Re: [rt-users] RT 3.8 mangles html attachment

>> On Thu 19.Feb'09 at 11:33:25 -0500, Todd Chapman wrote: >>> Correction, the weird question mark characters are between every >>> character >>> in the original document. Like so: >>> >>> <�h�e�a�d�>� � �<�m�e�t�a� >> Fascinating. Does it do this with all html attachments? > > That looks

Re: [rt-users] RT 3.8 mangles html attachment

On Mon, Feb 23, 2009 at 11:14:00AM -0800, Tom Lahti wrote: > >> On Thu 19.Feb'09 at 11:33:25 -0500, Todd Chapman wrote: > >>> Correction, the weird question mark characters are between every > >>> character > >>> in the original document. Like so: > >>> > >>> <�h�e�a�d�>� � �<�m�e�t�a� >

Re: [rt-users] RT::Extension::SLA Question

[snip] > Ruslan Zakirov wrote: > RT::Extension::SLA shipped with pretty good scrips that can be > disabled and re-enabled to turn off or turn back on some > functionality. For example it has scrip that sets default value of the > SLA according to the config. Starts/Due dates are set by another sc

Re: [rt-users] RT 3.8 mangles html attachment

On Mon, Feb 23, 2009 at 2:14 PM, Jesse Vincent wrote: > > > > On Mon, Feb 23, 2009 at 11:14:00AM -0800, Tom Lahti wrote: >> >> On Thu 19.Feb'09 at 11:33:25 -0500, Todd Chapman wrote: >> >>> Correction, the weird question mark characters are between every >> >>> character >> >>> in the original

[rt-users] Color ColumnMap with SLA Column

Hi All, I am using the ShowStatusInColor extension and the SLA Extensions and would like my tickets' SLA fields to show up in color as well but I cannot seem to get the query syntax correct in the ColorMap script. I basically edited the Priority ColorMap but it cannot compile because I can't get t

[rt-users] RTFM Wikitext area, wiki syntax isn't working correctly

I am running rt 3.8.2 with RTFM 2.4.1. I've setup a custom field with "Fill in one wikitext area". I've read in the online wiki some guidelines as what syntax's are allowed, but they don't seem to be working correctly for me. IE: if i add a link like this, [My Link http://example.com] It displays

Re: [rt-users] RT 3.8 mangles html attachment

> Todd and I got further into it. We're using Encode::Guess, which should > handle this. Todd had some promising places to dig for a bug. Curious: does Encode::Guess handle UTF-16(LE|BE) without a byte order mark? That would be ... fascinating. -- -- Tom Lahti

Re: [rt-users] RT 3.8 mangles html attachment

On Mon, Feb 23, 2009 at 6:04 PM, Tom Lahti wrote: >> Todd and I got further into it. We're using Encode::Guess, which should >> handle this. Todd had some promising places to dig for a bug. > > Curious: does Encode::Guess handle UTF-16(LE|BE) without a byte order mark? > That would be ... fascina

[rt-users] bug/patch - no linefeeds in "Show" output for an outgoing message

If you click "Show" next to an outgoing mail message in RT 3.8.2, regardless of your preference settings text paragraphs are a single long line. The following patch fixes that. You might want to also check preferences and apply a font setting to the style="" attribute based on the user pr

[rt-users] IsInBound matches tickets from self for self?

So I used the method Jesse described for matching inbound requests and am having the following problem: Mon Feb 23 18:10:00 2009 RT_System - Priority changed from '45' to '95' Mon Feb 23 18:10:00 2009 RT_System - Priority changed from '95' to '45' I have one scrip to lower the priority on C

[rt-users] dashboards

Dashboards are neat, but they suffer from some pretty severe limitations in the scheduling department. 1. Repeated schedule times -- how about at 8am, noon, and 4pm? To do this, I have to create three duplicate dashboards under three different names. 2. Useful schedule times. In particu

Re: [rt-users] dashboards

On Mon, Feb 23, 2009 at 08:51:20PM -0800, Jo Rhett wrote: > Dashboards are neat, but they suffer from some pretty severe > limitations in the scheduling department. > > 1. Repeated schedule times -- how about at 8am, noon, and 4pm? To do > this, I have to create three duplicate dashboards un

Re: [rt-users] Plugins to Include in Main RT release

Hi Guys, you are all correct and i think Andrea has done a tiny mistake, but i also think Andrea's idea was to ask for the most usefull Plugins not already portet to the RT 3.8 Layout... Correct? Torsten 2009/2/23 Rob Munsch > On Mon, Feb 23, 2009 at 6:14 AM, Mike Peachey > wrote: > > > This

Re: [rt-users] Color ColumnMap with SLA Column

For strings use 'eq' instead of '==', for example: if ( $x eq 'some string' ) { To get value of a custom field of single type use $ticket->FirstCustomFieldValue('SLA');, CFs with multiple values need more work. CF.{SLA} is end user syntax and is not perl, so you can not use it in the code.

Re: [rt-users] Help with permissions?

If i did that, wouldn't that allow the user to view all the tickets in a queue? On Mon, Feb 23, 2009 at 5:16 PM, Stephen Turner wrote: > On Mon, 23 Feb 2009 05:36:41 -0500, George Beitis < > george.bei...@googlemail.com> wrote: > > Hey everyone, >> my problem has to do with setting permissions.