Joe-
Thanks for the recommendation :) I am pretty familiar with SQL. My
question surrounds the RT QUERY BUILDER INTERFACE. I am not able to get
these correct sql queries around NULL to work in the query builder. Try
what you think will work in query builder. I have not been able to make it
Thanks Ken but I think I'm already doing that in my SkipTransaction
callback:
%init
my $ttype;
$ttype = $Transaction-Type;
$$skip = 1 if (($_SkipSystemMessages) ((($Transaction-Creator
eq 1) ($Transaction-Type ne 'Status') ($Transaction-Type ne
'Comment')) ||
Thanks Tom, but can I integrate the same with my existing RT (3.8.2)
environment and how can I do that? Where can I get the official
documentation for the Xymon.
Regards,
Uday
-Original Message-
From: Tom Lahti [mailto:t...@bitstatement.net]
Sent: Tuesday, April 28, 2009 10:24 PM
To:
Alternatively I might look into only showing say the first 10
transactions and last 30 for tickets with over 100 transactions or
something (numbers are initial guesses).
I could pass a flag into ShowHistory to decide whether or not to do
this (so I can disable it on the full History screen)
Jim Tambling wrote:
Hello all,
In my quest to achieve RTFM nirvana I came across this post:
http://www.gossamer-threads.com/lists/rt/users/70588#70588
Has anybody achieved this in RT 3.8.2/RTFM 2.4.1?
I have had it in my test RT instance and it works. People don't have to
remember
I've implemented stripping out the middle portion of long tickets (set
to more than 200 transactions atm) and here's how I did it in case you
would like to do something similar. For a ticket with 100 comments/
replies that was taking 10s to load it now takes 3s, and it won't get
much slower
Hi all,
I have an RT set up that is being used for customers to raise support
issues in a small business.
Training customers to email my support address (which is tied to RT)
is a bit of a nightmare, but I still want to get everything in there.
If a customer emails me directly, I can hit
Hi everyone.
So my setup is Debian Lenny, Postfix, Apache2, RT3.6. This machine
was recently upgraded, my RT3.4 installation was removed by the
upgrade. I installed 3.6 via aptitude, pulled the 3.4 database in,
updated the schema etc. etc.
RT is largely working - I can log in, perform all
Hi there,
One of my users is commenting on a ticket, but the comments aren't
being displayed in the history.
Am I / we missing something here? It is saying Message recorded, but
for the life of me, I can't see the information on the ticket.
Any help much appreciated.
Thanks,
Berny
OK scratch that, ShowTicketComments wasn't assigned to that group for
that queue. My bad.
Berny
2009/4/29 Berny Stapleton be...@technology.net.au:
Hi there,
One of my users is commenting on a ticket, but the comments aren't
being displayed in the history.
Am I / we missing something here?
Of course it only took another hour.
For some reason this section of
/etc/request-tracker3.6/apache2-modperl.conf was the problem:
Location /rt/REST/1.0/NoAuth
Order Allow,Deny
Allow from 127.0.0.1
/Location
relaxing this restriction a little, and everything magically works.
regards,
On Wed, Apr 29, 2009 at 10:50:29AM +0100, Dan Swan wrote:
However all attempts to send mail result in (from Postfix mail.log):
Apr 29 09:48:09 bsu postfix/local[21497]: 1F6C4A0010:
to=supp...@bsu.ncl.ac.uk, relay=local, delay=8924,
delays=8923/0.04/0/0.9, dsn=4.3.0, status=deferred
Justin,
Thank you for the code for your addition. It will be useful to have
it in the bag-o-tricks when this problem rears its head here.
Cheers,
Ken
On Wed, Apr 29, 2009 at 09:53:36AM +0100, Justin Hayes wrote:
I've implemented stripping out the middle portion of long tickets (set to
more
Hi Daniel,
Thanks for the reply. I don't have
/opt/rt3/local/plugins/RT-FM/html/Elements, my path looks like this
instead;
/opt/rt3/local/plugins/RT-FM/html/RTFM/Elements/ so I copied
EditCustomFieldWikitest there instead but I cant get it to work.
Also can you clarify this for me? In the
On Apr 29, 2009, at 1:31 AM 4/29/09, Uday Dey wrote:
Any Idea on this people?
Hi,
I was wondering if more criteria can be added in the Query
builder for customizing the search. If yes, then how can we do it?
Because I am not having any UI option for adding more criteria’s.
Regards,
When a ticket is resolved, RT sends out a system notification,
According to our records, your request has been resolved.. Being
polite, our customers usually reply to our resolution emails with a
thank you -- I could tell them not to, I guess, but am wondering
what others in the RT community do.
GravyFace wrote:
When a ticket is resolved, RT sends out a system notification,
According to our records, your request has been resolved.. Being
polite, our customers usually reply to our resolution emails with a
thank you -- I could tell them not to, I guess, but am wondering
what others in
Hi,
I was wondering if I can create a set priority tab when any user takes
up the ticket. Can we develop any kind of drop down from where the user
can select the priority coz right now all the tickets generated by
customers are by default set to priority 1. Any idea on this will be
greatly
Jim,
I don't recall if I had an /opt/rt3/local/plugins/RT-FM/html/Elements directory
or if I had to add it manually, but that is where my EditCustomFieldWikitext is
living. I also have the /opt/rt3/local/plugins/RT-FM/html/RTFM/Elements folder,
but I didn't change anything inside of it.
Uday;
I might be mis-understanding your question, but if you are happy with
the numeric priority set in RT , your users can easily change the
Priority value from the Basics tab, -its a text field not drop down ,
but I can't see the difference between typing 3 or selecting 3 from a
dropdown ..
Hi Gravy,
We just disable global script #1 (On Correspond Open Tickets). You could
also replace the condition with a user-defined one that includes a check
for (status ne 'resolved' status ne 'rejected').
Regards,
Gene
At 07:53 AM 4/29/2009, GravyFace wrote:
When a ticket is resolved, RT
Is there a maximum number of displayed queues in the quick search for RT
3.8.2? I just added another queue that is both enabled and set to be
seen and also I am a super user so I should see it anyway. It doesn't
appear in the list. I am probably close to or over 100 enabled queues
at this
Hope it comes in useful. It's a bit rough and ready but could easily
be improved on.
Justin
On 29 Apr 2009, at 13:44, Kenneth Marshall wrote:
Justin,
Thank you for the code for your addition. It will be useful to have
it in the bag-o-tricks when this problem rears its head here.
Cheers,
Hi Dan,
Many thanks, creating the folder and moving the file did the trick :-)
Thanks again
Jim
-Original Message-
From: Daniel Farst [mailto:daniel.fa...@case.edu]
Sent: 29 April 2009 16:24
To: Jim Tambling
Cc: rt-us...@bestpractical.com
Subject: Re: [rt-users] RTFM
Tim;
You need to logout then back in, the queue list is cached to speed
things up a bit
Roy
This email is subject to:
http://www.vialtus.com/disclaimer.html
Flynn, Timothy J wrote:
Is there a maximum number of displayed queues in the quick search for RT
3.8.2? I just added another
Dominic,
Include /etc/request-tracker3.6/apache2-modperl2.conf
If you look further down that file you'll find:
# Limit mail gateway access to localhost by default
Location /rt/REST/1.0/NoAuth
Order Allow,Deny
Allow from 127.0.0.1
/Location
As you've configured
How specific is the output of the MySQL 4.0 to 4.1 upgrade script to a
specific database? I have a copy of the sql.queries file that it outputs
that I'd like to apply against a few different instances of RT.
The issue is that the script which generates the SQL queries that you
use as part of
Daniel,
Before anyone can really help it would be useful to have you list
each Global scrip (conditions, action, stage) and each Queue based
scrip. By seeing these, it will be easier to debug your situation.
Kenn
LBNL
On 4/29/2009 1:44 AM, Dániel Omaisz-Takács wrote:
Hi all, i have
Raed,
Would it be possible to have the priority available for being set on
the ticket create page? Without having to click the details option?
Kenn
LBNL
On 4/29/2009 8:42 AM, Raed El-Hames wrote:
Uday;
I might be mis-understanding your question, but if you are happy with
the numeric
That was it. Thank you!
-Tim
-Original Message-
From: Raed El-Hames [mailto:r...@vialtus.com]
Sent: Wednesday, April 29, 2009 10:56 AM
To: Flynn, Timothy J
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Max # displayed queues for quick search?
Tim;
You need to logout
Kenn,
Thank you for your advice, I had almost half of a day today trying to
solve the problem but finally we found it (by accident):
The guy who was translating the templates made a mistake:
Instead of using # {$Ticket-id()} he somehow managed to write { #
{$Ticket-id()} .
The problem is there
On Wed, Apr 29, 2009 at 11:42 AM, Gene LeDuc gle...@mail.sdsu.edu wrote:
We just disable global script #1 (On Correspond Open Tickets). You could
also replace the condition with a user-defined one that includes a check for
(status ne 'resolved' status ne 'rejected').
Thanks all -- for now,
I was just wondering if I can generate a report for system downtime
(i.e. the service names and its corresponding downtime) through
query builder. Plan was to give the customer name as input and generate
the graph as well as chart where the instance name, service name and the
downtime is
Gone through the wiki instructions on how to add your logo, but not
sure why div#logo a is set to display: none.
I checked SVN branch and it's still in layout.css (share/html/NoAuth/css/web2/).
Is this by design or am I missing something?
___
On Wed, Apr 29, 2009 at 02:28:02PM -0400, GravyFace wrote:
Gone through the wiki instructions on how to add your logo, but not
sure why div#logo a is set to display: none.
I checked SVN branch and it's still in layout.css
(share/html/NoAuth/css/web2/).
Is this by design or am I
On Wed, Apr 29, 2009 at 2:42 PM, Jesse Vincent je...@bestpractical.com wrote:
For the 3.8 default theme, the logo doesn't really fit where it's
defined in the template. We're using CSS to add one elsewhere.
Yeah, removed display: none, logo's now midway down the page. I'll
fiddle around I
Hi,
I have a number of custom fields for tickets but don't know where to change the
page format? My installation is 3.8.2.
Thanks in advance!!
MM
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Community help:
On Wed, Apr 29, 2009 at 11:18:03AM -0700, Tom Lahti wrote:
I was just wondering if I can generate a report for system downtime
(i.e. the service names and its corresponding downtime) through
query builder. Plan was to give the customer name as input and generate
the graph as well as chart
On Mon, Apr 27, 2009 at 04:24:56PM -0400, Mathieu Longtin wrote:
Hi,
we have RT 3.8.1 installed with mod_perl 2.0.4 on a Red Hat ES5 system, and
using Oracle as a database.
I have noticed a lot of memory leaks on the part of the apache processes. It
seems they grow by 2 to 5K for every
I don't think anybody would help you with that unless you clarify your
question. Query Builder is for searching tickets in a RT instance. You
can build arbitrary tree of conditions aggregated by AND or OR boolean
operators. You choose conditions, clarify them in input fields and add
them to the
You want something strange. Rights wouldn't help you. You can play
with portlets on users' home page to show them unowned tickets by
default or play with other searches.
On Thu, Apr 30, 2009 at 12:52 AM, presc...@wcoil.com wrote:
How do I make the 50 highest priority unowned ticket display only
Hello everybody:
I am using RT for a couple of months and its great. The only problem I
cannot find a solution it's that after configuring LDAP authentication users
that are not in the LDAP tree cannot create a ticket.
I follow some tips published here in the list but none of them really help.
Format of which page do you want to change? Be more specific.
On Wed, Apr 29, 2009 at 10:53 PM, Michael Mai michael@oicr.on.ca wrote:
Hi,
I have a number of custom fields for tickets but don't know where to change
the page format? My installation is 3.8.2.
Thanks in advance!!
MM
http://wiki.bestpractical.com/view/ForkIntoNewTicket
On Wed, Apr 29, 2009 at 6:53 PM, GravyFace gravyf...@gmail.com wrote:
When a ticket is resolved, RT sends out a system notification,
According to our records, your request has been resolved.. Being
polite, our customers usually reply to our
Didn't here of something like that implemented specially for RT,
however may be an external tool exist for that.
On Wed, Apr 29, 2009 at 1:00 PM, Nathan Ward r...@daork.net wrote:
Hi all,
I have an RT set up that is being used for customers to raise support
issues in a small business.
See comments below.
On Wed, Apr 29, 2009 at 2:37 AM, Paul Hirose pthir...@ucdavis.edu wrote:
RT-3.8.2 and MySQL 5.0.77. I've seen many messages mention create an
index... that would help performance. I was wondering if anyone has
recommendations on what index(es) to create (and if you
Dear All,
I deleted user on LDAP server, but I checked on RT user still appear.
How to synchronize LDAP user and RT user?
Thanks,
ns
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Community help: http://wiki.bestpractical.com
i've setup RT 3.8.2 on RHEL5.3 u3 64-bit and the setup is working fine. just
needed some help/tips on minor issues.
1. {$Transaction-CreatedAsString} and {$Ticket-Created}
use different timezones. the latter is 8-hours behind.
I have this in my RT_SiteConfig.pm:
Set($Timezone ,
If a customer emails me directly, I can hit the redirect button in my
mail client (Mail.app) and send the message to RT, with the From:
header intact, so RT knows which user to attribute it to (ie. not me,
the customer).
Doesn't solve the problem, but the more widely available MUA nmh
from
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