? :-)
k
-=-=-=-
> -Original Message-
> From: Mark Roedel [mailto:[EMAIL PROTECTED]
> Sent: Tuesday, July 22, 2008 12:00 PM
> To: Kevin Freels; rt Users
> Subject: Re: [rt-users] combobox questions
>
> We noticed this on a combobox custom field we added to one o
r email with the same ticket number in the
> subj line.
>
> RT creates a NEW ticket, right? how can I get RT to read that ticket
> number from the old system and add the comment to the original ticket?
You'll need to write code for this. You can extend the ParseTicketId
On Mon, 28 Jul 2008 13:19:28 +0200
"Richard Hartmann" <[EMAIL PROTECTED]> wrote:
> Hi all,
>
> something which RT has always lacked, at least imo, is a tactical user
> overview page. A quick summary with details about said user and links
> to preset queries (tickets owned/created/commented on/rep
ription. This user has been unsubscribed.
-kevin
>
>
>
> RIchard
>
>
>
> Delivered-To: [EMAIL PROTECTED]
> Received: by 10.100.43.19 with SMTP id q19cs170937anq;
>Mon, 28 Jul 2008 06:04:36 -0700 (PDT)
> Received: by 10.67.116.4 with SMTP id t4mr2102612ugm.
get some requirements?
> Is there any documentation of this?
> Should it autocomplete only the added values or the previously
> entered values too?
Hi Bekeny
I've pushed a change for this that will be in 3.8.1 (svn revision 14587)
It pulls the list of autocomplete values from the values t
nd then fails.
John
Those aren't valid arguments to RT's configure.
see ./configure --help for the options you want to use
-kevin
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e
default behavior? I'd like her to be able to see unowned tickets in the
HR queue, but not *all* unowned tickets as they really don't concern
her.
Suggestions (and, no, upgrading to 3.8 would be a problem at this point
since we're still getting rolling on RT for the first time...
I need to start thinking about this. However, any
suggestions regarding this are greatly appreciated.
Again, thanks as always.
k
-=-=-=-
> -Original Message-
> From: [EMAIL PROTECTED]
> [mailto:[EMAIL PROTECTED] On Behalf
> Of Kevin Freels
> Sent: Tuesday, July 29, 20
e to 3.8.
Thanks for *any* suggestions anyone might have!
k
-=-=-=-
> -Original Message-
> From: [EMAIL PROTECTED]
> [mailto:[EMAIL PROTECTED] On Behalf
> Of Kevin Freels
> Sent: Thursday, July 31, 2008 10:00 AM
> To: rt Users
> Subject: Re: [rt-users] Can't remo
the articles. I can think of several different ways
to select an article for inclusion.
-kevin
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On Aug 5, 2008, at 8:06 PM, James Downs wrote:
> On Aug 5, 2008, at 4:54 PM, Kevin Falcone wrote:
>> What version of RTFM? Have you tried RTFM's trunk which has
>> had a few bugfixes for 3.8? What errors are in your log?
>
> No errors in the log. RTFM-2.2.1
With
re can i use the new editor?
How are you saving?
Are you clicking on the Update Ticket button or something else?
Also, what browser?
-kevin
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Has anyone done this with Mantis or any other trouble-ticket system?
Thanks!!!
k
-=-=-=-
Kevin Freels
Director of Information Technology
Sendmail, Inc.
[EMAIL PROTECTED] 510/594.5572
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27;t a response sent
> to
> the list, and I had a similar problem. I'm posting this in case my
> experience helps anyone else out.
There was a bug with the packaging tools and 3.8, this was
corrected in the RTFM trunk.
The problem was the
--datafile etc/initialdata
argument being
would let us get a fix in the svn tree for future releases
thanks
-kevin
On Aug 7, 2008, at 1:35 PM, Erik Aronesty wrote:
> (I don't have the original so I can't do a diff, but basically the
> loop variable should (always) be my'ed to protect it from being
> altered. The
ory and submitted a
patch to [EMAIL PROTECTED]
> i only see plain text after save. and i
> get plain text email.
You need to tweak your templates slightly in order to send html mail,
but it seems to tickle a bug.
You should get mail about a bug report in a few minutes.
-kevin
___
nvasive this late in the RC process, especially since it isn't a
regression. Documentation will be part of the fix.
-kevin
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On Aug 9, 2008, at 2:08 PM, Richard Hartmann wrote:
> On Thu, Aug 7, 2008 at 20:33, Kevin Falcone
> <[EMAIL PROTECTED]> wrote:
>
>> There was a bug with the packaging tools and 3.8, this was
>> corrected in the RTFM trunk.
>
> Has the fix made it into the cu
mage. I'd also like to get
> the image
> back...
RT-3.6 used the text 'Choose a date' which was changed to Calendar in
3.8.
If you have an image, it was probably a local style mod
-kevin
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ill be fixed in 3.8.2,
you'll get mail about a ticket tracking it soon
-kevin
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Discover RT'
tch would be lovely
> RTx's POD and source seem indicate it included reminders...
The module which was folded into 3.8 is actually RT-Extension-iCal
You can find it in http://code.bestpractical.com/bps-public/RT-Extension-iCal
Please note the code was changed to make it work in 3.8 and t
n/Global/CustomFields/Users.html
> CONTENT: /Admin/Global/Users.html
You don't say what version of RT you're running, but I'm not able
to replicate this on rt3.fsck.com which is 3.8.1rc4
-kevin
>
>
> This appears to be a session variable issue, it only happens when you
x27;t* a 3.7...)
>>
3.7 was the unstable branch that became 3.8, just like there wasn't
a 3.5 between 3.4 and 3.6
It would be great if all the other python usage information in
this post made it into the wiki in some form.
-kevin
___
ssions I've been able to replicate this.
Yep, this is a regression from 3.8.0 in a feature that was added
recently.
You'll get mail about a ticket and we'll get this fixed for 3.8.1
-kevin
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It turns out that the name of the RT_SystemUser was changed in the
database, which
lead to the errors below.
-kevin
On Aug 15, 2008, at 7:58 PM, Miles Scruggs wrote:
> I just did an upgrade, everything seems to be working fine, just for
> kicks I tried to create a ticket and I ge
http://download.bestpractical.com/pub/rt/release/rt-3.8.1.tar.gz.sig
47b808d13834a27c1323c73eb41ac22f9d7fb323 rt-3.8.1.tar.gz
6a9151e00b94954df946114f6e0950f830cf6a3e rt-3.8.1.tar.gz.sig
A Changelog follows
- -kevin
* [SECURITY] fixes html injection via user's properties
* Better support for in
hen I select "Requestor" from the drop-down, I get a quasi-empty
> chart and this in the log:
Can you take the query (from Advanced) that you're using and then
send instructions on what you did to get this error and mail it to
[EMAIL PROTECTED] along with all your version informati
On Aug 19, 2008, at 9:41 AM, Pedro Bomente Filho wrote:
> Hi anyone,
>
> I have a problem with RT 3.8 new installation and migrating existing
> 3.6.1 database.
You don't say what version you're installing, but I assume 3.8.0
Use 3.8.1 instead
-kevin
>
>
> I
e, when I
> click on ticket, RT logout.
You should send mail to the list, not to me personally.
The most common cause of this was people failing to do the
mysql 4.0-4.1 upgrade properly. You've not provided enough
information to give a diagnosis though.
-kevin
>
>
> I don't know
x27;t say what version of RT you're using, but that script is
using syntax
that is specific to RT 3.8.x
-kevin
>
>
> Line 136 is:
> my($sendmail) = RT->Config->Get('SendmailPath') . " " . RT->Config-
> >Get('SendmailArgumen
[error] Can't locate object method
> "mk_classdata" via package "Exception::Class::Base" at
Sounds like you failed to install Class::Data::Inheritable which
Exception::Class requires and is in turn required by HTML::Mason
-kevin
> /opt/csw/share/perl/site_perl/Exception
the icon , I do get taken back to the record,
> and if I select the "fill boxes with ... " something the proper
> information boxes appear in the Legends area..
What showed up in your logs? It sounds like there should be an
error. These images are dynamically
generated by
stalling on a vmware image.
Have you tried following the README?
-kevin
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Discover RT's hidden s
has been opened. It is a blocker
for 3.8.2,
and you can find it on rt3.fsck.com ticket 11013
Documentation and a fix will be included in 3.8.2
-kevin
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at dependencies are all found.
You should test with the standalone_httpd or rt-server binaries to try
and narrow down what is going wrong, it looks like the inheritance in
mason exceptions is breaking somewhere.
-kevin
> On Wed, Aug 20, 2008 at 2:48 PM, Kevin Falcone <[EMAIL PROTECTED]
ot;default" queue).
Does this sound familiar to anyone?
Again, thanks for all the help
k
-=-=-=-
> -Original Message-
> From: [EMAIL PROTECTED]
> [mailto:[EMAIL PROTECTED] On Behalf
> Of Kevin Freels
> Sent: Tuesday, August 05, 2008 2:36 PM
> To: rt U
fill these in and update the existing translation
for future releases. There are directions in po/README.
- -kevin
New Features
* SelfService users can search for Articles
* Global Topics
* Queue specific article lists using Topics
* Integration with 3.8
* RTFM UI now available during T
Wow!! Great!!!
That's *EXACTLY* what I was looking for! Thanks, Tim!!!
Now, here's what I discovered: The Queue in question (ENGLAB) has "See
Queue" as a right for *everyone* with the following revealed by
RightsMatrix:
The right 'SeeQueue' has been granted on Queue 'ENGLAB' to group:
SystemInt
> ticket. It'd not just a display issue because if I view the ticket
> in FF the
> comment is still screwed up. Everything is fine in FF, or if WYSIWYG
> is off.
>
> This is RT 3.8.0
You want to upgrade.
From the 3.8.1 changelog
* Fix JS Editing Widge
and it should be included in 3.8.2
-kevin
>
>
> -- Forwarded message --
> From: Sebastien Termeau <[EMAIL PROTECTED]>
> Date: Fri, Aug 29, 2008 at 3:24 AM
> Subject: Re: [rt-users] Signature in replies above quoted text
> To: Steve Hopps <[EMAIL PROTECTED
7;t want to hand out ModifyTicket to these
users at all or if you're ok letting them have ModifyTicket in their
own queue.
If the latter, StrictLinkACL in your config may help.
If the former, there is some rather tangled code that would
need untangling to do what you want.
-kevin
;ve forward your message to [EMAIL PROTECTED] so we
can track this for 3.8.2
-kevin
>
>
> Is it normal that i have an upgraded system without this global scrip?
> If so, is it intentional that I should have to manually add the
> ExtractSubjectTag global scrip?
>
> Thanky
equests <$RT::CorrespondAddress>';
Perl doesn't interpolate variables in single quotes, only in double
quotes. Single quotes indicates
'this is a static string'.
my $FromAddress = "RT Requests <$RT::CorrespondAddress>";
Please note, if you're set
an write
a regex for the localserver part, you can use the
CanonicalizeEmailAddressMatch
and CanonicalizeEmailAddressReplace config variables
in RT_SiteConfig.pm and avoid needing to mess with the Reply-To
parsing.
-kevin
> The user sends the email to RT from the application on the serv
convenient
> having to scroll all the way in order to get to the link.
>
Have a look at Elements/MakeClicky and use the callback
system to add your own custom handling of #334
-kevin
> 2008/9/8 Jerrad Pierce <[EMAIL PROTECTED]>:
>> On Mon, Sep 8, 2008 at 06:13, Dorothea M
template
you can override in 3.6, but you'll have to trace around in
html/Ticket/Elements/
-kevin
>
>
> Doro
>
> 2008/9/8 Kevin Falcone <[EMAIL PROTECTED]>:
>>
>> On Sep 8, 2008, at 4:12 PM, Dorothea Muecke-Herzberg wrote:
>>
>>> People want to include
I have an RT system running on Debian Stable (RT from the debian repo).
I would like to have that follows the logic below - but when I tried it
in the "Advance search" option, I had errors - so my guess is I am
missing something and/or don't correctly understand how things work.
(my Perl and Pos
Any suggestions
How did you grant the permissions? Right now it expects a global RTFM
setting of ShowArticle
rather than a pared down granting of the permission.
-kevin
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Commu
gs
with IE and the rich text
editor but unfortunately introduced a different one. This will be
released as part of 3.8.2.
-kevin
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Commerc
itor, although I haven't tested
the CF editing. A patch to make this a CF type would be great to see.
-kevin
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d
(/usr/local/rt3/lib/RT/Interface/Email.pm:802)
Please throw my befuddled brain a bone.
I'm using RT 3.4.4.
Thanks,
Kevin Murphy
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Commerc
j->SetOwner(Id => 10);
>
>None of these has worked and nothing in rt.log indicates any problems. I
> have
>it set up with debug so I know I'm getting as much info as I can.
If you want as much information as possible, you should check the
return values of SetOwner.
ights to the root user break RT?
On modern RTs, this should only happen if you're logged in as a user
with SuperUser rights.
-kevin
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of people only on creation. It'll complicate your rights a bit
if you're trying to give these users rights on tickets based on being
admincc of course.
-kevin
pgpIPQMLJsgSq.pgp
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On Fri, Sep 25, 2009 at 09:55:23AM -0400, Mike Johnson wrote:
>Hi Kevin,
>
>Thx for that tidbit of info,
>
>In that file I found the correct syntax, out of Sean's set, the 2 below
> will work,
>
>$self->TicketObj->SetOwner("Nobod
n the Query Builder automatically
Queue Custom Fields show up once you've selected a Queue and added it
to the search
You can control the displayed fields at the bottom of the search
building page.
-kevin
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__
uding plugins, are under /usr/local/share/request-tracker3.8
If you want RT::Init() RT::LoadCOnfig() to load your plugins, you do
need to add the local lib to your use lib or RT won't pick up the
plugin lib paths.
-kevin
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har(255) NULL;
3.3.0/schema.mysql:alter table CustomFields add column Pattern
varchar(255) NULL;
They were later upgraded to >255 char fields
-kevin
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; classes as root and articles as a normal user (provided of course I am
> allowed to do so and being aware I cannot do much besides associating
> tickets to it).
Have you read lib/RT/FM/Introduction.pod as referenced from the
README? It describes how to set up a Custom Field for Cont
other ways to bulk
load users, but I suspect many people are importing or autocreating
from LDAP/AD rather than loading into RT
-kevin
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On Wed, Sep 30, 2009 at 05:13:42PM -0400, Mauricio Tavares wrote:
> Kevin Falcone wrote:
> > On Wed, Sep 30, 2009 at 03:00:56PM -0400, Mauricio Tavares wrote:
> >>I do not know if this is the right list, but the only rtfm-related list
> >> I have found is for deve
ntUserHasRight(SeeCustomField): 1
CustomField->id(): 1
If you have local lib mods, I suggest checking to make sure that
they're up-to-date with 3.8.5, there are a lot of new calls to
ContextObject and SetContextObject that could break CF permissions if
they're lost.
-kev
on. If you do have Links, they'll
need some fixing.
From the documentation in RT_Config.pm:
ou should set this to your organization's DNS domain. For example,
I or I. It's used by the linking
interface to
guarantee that ticket URIs are unique
et to 1, RT shows the Logout
link, since you might have logged in using internal auth.
-kevin
>Apache Kerberos configuration
>
>AuthType KerberosV5
>AuthName "Please use the GR login and password"
>KrbMethodK5Passwd on
>K
t in (or use a callback in ShowCustomField to change the color)
You can't just use the name of the custom field in ColumnMap
-kevin
> My CustomFiled is Named "Criticite" and has 3 possible values : Critique
> / Majeure / Mineure and it is not mandatory
>
> Here is what
ny solution.
I don't use AssetTracker, but in vanilla RT when building a search,
applicable Custom Fields will show up in the Display Columns box down
at the bottom of the page as CustomField.{foo} and you can just select
it and add it.
-kevin
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.1, does the newer version support multi-field sorting?
Take a look at the query builder on a 3.8 instance such as
http://rt3.fsck.com/Search/Build.html (guest / guest)
There are 4 sort columns available
-kevin
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he rename rules
> Is there a database table I should be checking as well?
Yes, Links
-kevin
> Thanks again for all your help.
>
> -y
>
> -Original Message-
> From: rt-users-boun...@lists.bestpractical.com
> [mailto:rt-users-boun...@lists.bestpractical
On Thu, Oct 01, 2009 at 01:35:38PM -0400, Roode, Eric wrote:
>Hello all,
>
>We are having a problem where e-mail is not being delivered to
> addresses outside our
>domain. I have narrowed down the problem to the e-mail headers that RT
> generates. But I am
>clueless as to w
g and producing css
> ScriptAlias /rt/ /usr/local/rt3/bin/mason_handler.fcgi/
>
> I had to set the NoAuth alias to the value shown here to get rid of
> an earlier
> error from Apache -- "File does not exist: /WWW/NoAuth".
Sounds like an apache config issue, but you&#
-users script is ONLY
needed if you've upgraded from a 3.6 instance using an old MergeUsers
extension (there are now bidirectional informational messages).
You can use select id from Attributes where Name = 'MergedUsers' and
ObjectId in (447,485) and then run
oxes to dis
> able notifications to the listed recipients)On Comment Notify
> Other R
> ecipients
This sounds like a bug that was fixed in 3.8.4 with IE, the RichText
editor and large blocks of copied text. There are a bunch of other IE
bugs in those releases too.
-kevin
> as Co
wers using a wysiwyg editor.
> using html in templates is a little bit more tricky I think ...
docs/templates.pod talks about what is required to htmlize your
templates.
-kevin
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r__' AND
> Status = 'stalled'" (without doble quotes) nothing is shown and in the
> same query when I use instead of __CurrentUser__ logon name it works.
Try Requestor.id = '__CurrentUser__', CurrentUser is an id, not a
login name or email address.
.
The two simplest solutions would be to have a template for each
notifications that contains the addresses you want to notify or you
can use Rt-Action-NotifyGroups (built into RT 3.8).
sbin/rt-email-group-admin shows how to create group notification
Actions that you
CC them on the original email, but rather create
the ticket, then add them as CC's *on* thie ticket. But due to the
constraints of the environment, users do not always have access to the
RT GUI to do this when/after they create a ticket; most of our tickets
are created via email.
As always, any
re. You'll find the Scrip Action interface to be a lot easier
to do what you need (since the tickets exist and you can set
properties).
-kevin
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RT/Transaction_Overlay.pm line 700.
>
> Any one have any idea what could cause this?
In 3.8.5 that line involves a User object.
Have you deleted a user manually or forced a shredder deletion of a
user who was still associated with tickets?
-kevin
pgpaUQzV
rentUser();
Try using $trans->Creator or $trans->CreatorObj
Scrips run in a system context, but the creator of the transaction
will be the user who triggered it.
-kevin
> $RT::Logger->warning(ref($Ticket)." ".ref($Actor));
>
> # if actor is RT_SystemUser then get out of
[error] Can't locate Extension/QuickDelete.pm
> in @INC (@INC
>Set(@Plugins,(qw(Extension::QuickDelete RT::FM)))
You haven't installed Extension::QuickDelete, so don't include it in
your @Plugins
-kevin
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On Thu, Oct 08, 2009 at 11:12:11PM -0500, Robert Eden wrote:
> On 10/8/2009 9:02 AM, Kevin Falcone wrote:
> > On Wed, Oct 07, 2009 at 11:24:50PM -0500, Robert Eden wrote:
> >
> >> Howdy All.
> >>
> >> We work with a vendor and store the vendor's
x27;m wondering why the admin decided to use fetchmail. Also,
I believe procmail is a possible way to do this.
Any pointers gratefully received,
--
*Kevin Bailey*
Director/Programmer - Freeway Projects Limited
Web: www.freewayprojects.com <http://www.freewayprojects.com/>
t later.
Kev
Mike Johnson wrote:
Need to give more info Kevin,
where are the replies going to?
what is setup in RT for the reply email address?
how are the end users even getting the proper ticket number? are they
putting it in the subject line correctly? (e.g. [your.rt.name
#ticketnumber
Hmmm... strange
I'm getting a response of 'Permission denied' when from an external
client I'm trying to respond to a ticket.
This was working OK - very unlike these sorts of systems to be
inconsistant?!?
Any ideas
--
*Kevin Bailey*
Director/Programmer - Freeway
Hi,
Me again!
I've set up
support: support rt
# support: support kbailey nstone gpeter
rt: "|/usr/bin/rt-mailgate --queue support --action correspond --url
http://cyclone.example.com/rt";
in the aliases file.
RT version is:
ii request-tracker3.63.6.1-4
-
h RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
--
*Kevin Bailey*
Director/Programmer - Freeway Projects Limited
Web: www.freewayprojects.com <http://www.freewayprojects.com/>
Email: kbai...@freewayprojects.com <mailto:kbai...@freewayproje
On Tue, Oct 13, 2009 at 06:17:45PM -0400, Jason A. Smith wrote:
> On Tue, 2009-10-13 at 05:01 -0400, John Colton wrote:
> > I'd like to add a "My Requests" system saved search and make it part
> > of the default RT at a Glance. This would be similar to the view that
> > users get on the SelfServic
63.6.1-4
I'd like to use https://cyclone.example.com/rt
for the web address as it's more secure. Currently we haven't set up a
certificate on that address.
Does HTTPS work with RT? I had set this up but it didn't seem to work
properly.
Cheers,
--
*Kev
We have recently hired an outside company to be our "Tier-One" tech
support. Every call they log sends us an email. We are filtering out the
"Escalation" tickets and having those one added to our Helpdesk RT queue
(Thanks to procmail). Now we need to parse the subject line of these
Escalated tic
so that users are created Privileged and then you'll
be able to hand permissions just to your Privileged users.
-kevin
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On Wed, Oct 14, 2009 at 07:06:03AM +0100, Kevin Bailey wrote:
>support: support rt
># support: support kbailey nstone gpeter
>rt: "|/usr/bin/rt-mailgate --queue support --action correspond --url
>[1]http://cyclone.example.com/rt";
>
>in the aliases
On Wed, Oct 14, 2009 at 08:20:14AM -0400, Kevin Squire wrote:
>We have recently hired an outside company to be our "Tier-One" tech
> support. Every call they
>log sends us an email. We are filtering out the "Escalation" tickets and
> having those one
>
On Wed, Oct 14, 2009 at 02:30:54PM -0400, Jason A. Smith wrote:
> On Tue, 2009-10-13 at 19:00 -0400, Kevin Falcone wrote:
> > On Tue, Oct 13, 2009 at 06:17:45PM -0400, Jason A. Smith wrote:
> >
> > > Unfortunately, there is one more step, since now when going to my Hom
nsible for the code to comment.
-kevin
> I tracked down in RT::Approval::Rule::NewPending, in commit, this code:
>
> # first txn entry of the approval ticket
> local $self->{TransactionObj} = $to;
> $self->RunScripAction('Notify Owner', 'New Pending Appro
Kevin Falcone wrote:
On Wed, Oct 14, 2009 at 07:06:03AM +0100, Kevin Bailey wrote:
support: support rt
# support: support kbailey nstone gpeter
rt: "|/usr/bin/rt-mailgate --queue support --action correspond --url
[1]http://cyclone.example.com/rt";
in the al
gt; the scrips isn't executed
You should have errors in your log
And you probably just want $Requestor->RealName,
check docs/templates.pod in the tarball for the variables that are
set in a template.
-kevin
pgpdC3FbeVXgb.pgp
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_
oting and helping to automate the
changelog creation for this release.
-kevin
Changelog for RT 3.8.6, generated 2009-10-19T20:05:16
If you want to explore a commit listed below, clone rt.git from github
and the following command will show you more information.
git log -p --grep="part of
Don't do that. _RTIR_ is a prefix that RTIR uses for internal custom
fields. Try just calling it Domain.
-kevin
> Description: Domains for RTIR queues
> Type: Enter multiple values
> Applies to: Tickets
> Validation: (?#DOMAIN)^.*\.[a-z]{2,3}$
> Link values to:
> Include
On Tue, Nov 10, 2009 at 11:02:36AM -0200, Sergio Charpinel Jr. wrote:
>Now I can use spaces between custom field name.
>
>I changed line 200 from
>last if $line !~ /^(?:(\S+)\s*?:\s*?(.*)\s*?|)$/;
>
>to:
>last if $line !~ /^(?:(.+)\s*?:\s*?(.*)\s*?|)$/;
>
>and there is no
6.7.
The callback used wasn't added until 3.8.1
-kevin
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