Re: [rt-users] TransactionBatch - AddCustomFieldValue

Are you creating the ticket from the web interface and that custom field exist in the form; Most likely the script is changing it to the value you want, then its changing again to the value given in the form while processing the form ?? Is that what is happening?? If its , I would suggest you ch

Re: [rt-users] find time span between dates

Steven; As far as I know there is n't ; what I did is create a global custom field , and a global scrip that populates its values with condition on Status change from new to open, and the action is user defined subtracting the unix time now - the unix created time; then populating the field

Re: [rt-users] template emails for custom fields

Hi; You can include something like: {my $subq = $Ticket->FirstCustomFieldValue('sub queues')} In the body of the template; any where you wish 2 lines below the header lines Regards; Roy psminusaxl wrote: Hi guys, I got a template that sends out an email everytime a ticket is created.

Re: [rt-users] DisGrouMem index

Thanks to everyone reply .. I should have done a bit more research first , I had another index combining (GroupId,MemberId) that must have been added by me/some one in my organisation, and I wrongly assumed that RT created both indexes making the DisGrouMem (GroupId,MemberId,Disabled) useless.

Re: [rt-users] DisGrouMem index

02:17:10PM +0100, Raed El-Hames wrote: Hi; rt-3.8.7 mysql 5.1 Is the index DisGrouMem (GroupId,MemberId,Disabled) required for 3.8 When I did: select * from CachedGroupMembers where Disabled = 1; I got back 232 rows out of 5594612 Which in my opinion makes that index useless ? My

[rt-users] DisGrouMem index

Hi; rt-3.8.7 mysql 5.1 Is the index DisGrouMem (GroupId,MemberId,Disabled) required for 3.8 When I did: select * from CachedGroupMembers where Disabled = 1; I got back 232 rows out of 5594612 Which in my opinion makes that index useless ? Ist required , can I drop it?? Regards; Roy Dis

Re: [rt-users] Web reply form show status dropdown for non-privileged users

Ski; You best option is to edit html/SelfService/Update.html and remove <&|/l&>Status <& /Elements/SelectStatus, Name=>"Status", DefaultLabel => loc("[_1] (Unchanged)", loc($Ticket->Status)), Default => $ARGS{'Status'} || ($Ticket->Status eq $Def

Re: [rt-users] how to move tickets to different queue?

Manohar; Global or queue scrip ; condition : On Create action: User defined Custom action preparation code: return 1; Custom action cleanup code: if ($self->TicketObj->RequestorAddresses =~ /myna...@somedomain\.com / ) { $self->TicketObj->SetQueue('new_queue

Re: [rt-users] Changing default language

Hi Thiery; You can try the following settings in RT_SiteConfig.pm: #An array that contains languages supported by RT's internationalization #interface. Defaults to all *.po lexicons; setting it to C will make #RT bilingual instead of multilingual, but will save some memory. Set(@LexiconLangua

Re: [rt-users] Where do I find Comment/Reply html

Hi Ken; What do you mean, the Update form which is in /opt/rt3/share/html/Ticket/Update.html?? Roy Kenneth Crocker wrote: To list, Where (or what directory/file) can I find the code for the Comment & Reply screens for a ticket? Thanks. Kenn LBNL Discover RT's hidden secrets with RT Es

Re: [rt-users] Can't call method "LanguageHandle"

ved into fixing, yet. On Mon, Mar 22, 2010 at 7:09 PM, Raed El-Hames wrote: Upgraded from 3.6.4 to 3.8.7 After the upgrade some of my users are getting the below message: Can't call method "LanguageHandle" on unblessed reference at /opt/rt3/share/html/l line 49. we only use engl

[rt-users] Can't call method "LanguageHandle"

Upgraded from 3.6.4 to 3.8.7 After the upgrade some of my users are getting the below message: Can't call method "LanguageHandle" on unblessed reference at /opt/rt3/share/html/l line 49. we only use english and have set Set(@LexiconLanguages, qw(en)); in RT_SiteConfig but no luck ?? any ideas

[rt-users] slower sql on 3.8.7

Hi; apache / mod_perl 2 and mysql 5.1.24 Just upgraded to 3.8.7 including the database schema changes (changing tables to utf8 -- etc ) One of my users often executes the following query: ( Subject LIKE 'EXAMPLE' OR Subject LIKE 'EXAMPLE CC' OR Subject LIKE 'EXAMPLE 2' OR Requestor.EmailAddre

Re: [rt-users] modifying From: header in global template to pull from queue description

Eric; What happens if you Set($UseFriendlyFromLine , 0); in your RT_SiteConfig.pm ?? Roy Busalacchi, Eric wrote: > > I tried searching the archive a bit for the answer but I wasn’t able > to pin down exactly what I’m doing wrong. Basically we are trying to > give a friendly generic name to

Re: [rt-users] Condition that checks Owner

Jonathan; What is userid ?? if userid is the numeric id value of the user then what you need is if ($self->TicketObj->Owner == userid) { if userid is the user name string then what you need is if ($self->TicketObj->OwnerObj->Name eq 'userid') { Roy Jonathan Rummel wrote: > Hi all, > > All

Re: [rt-users] Queue Subject Tag

Tag() }, }, to my $COLUMN_MAP = { in Elements/RT__Queue/ColumnMap Regards; Roy Raed El-Hames wrote: > Hi; > > rt-3.8.7 > When listing the queues in /Admin/Queues/index.html I would also like to > include the SubjectTag , is this possible ?? > Looking through the code and da

[rt-users] Queue Subject Tag

Hi; rt-3.8.7 When listing the queues in /Admin/Queues/index.html I would also like to include the SubjectTag , is this possible ?? Looking through the code and database it seems the queue subject tag is an Attribute entry with the Queue id and the Tag encrypted (hashed) within the Content field

Re: [rt-users] History order 3.8.7

Laura; Change it in RT_Config.pm (Should be RT_SiteConfig.pm).. the bit you are looking for is =item C<$OldestTransactionsFirst> By default, RT shows newest transactions at the bottom of the ticket history page, if you want see them at the top set this to '0'. This option can be overridden by u

[rt-users] Please please please an explanation

Hi; rt-3.8.7 Second time of asking; Please can someone help me understand what Tickets_Overlay.pm: sub _DirectlyCanSeeIn sub CurrentUserCanSee do; Been looking at them for the last couple of days and cannot figure out the point or what they do? Any pointers will truly be appreciated Regards;

[rt-users] sql generated by search Search - My Tickets

Hi ; 3.8.7 with Set($UseSQLForACLChecks,'1'); When debugging what sql is generated by what I noticed the system saved search Search - My Tickets is generating the following sql: SELECT DISTINCT main.* FROM Tickets main JOIN Groups Groups_1 ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Grou

Re: [rt-users] SELECT * FROM CachedGroupMembers WHERE GroupId = 'x' AND MemberId = '1', please help

Any ideas anyone Roy Raed El-Hames wrote: > Hi; > > RT-3.8.7 > apach2, mysql5,mod_perl2,DBIx::SearchBuilder v1.56; > -- I have Set($StatementLog,'debug') so I can see sql statements > -- And I have > Set($UseSQLForACLChecks,'1'); > > > I am seei

Re: [rt-users] DataBase question for RT 3.8.7

No new tables Ken, just a lot of new content and data type changes. if you download the source code have a look in etc/upgrade/* for each version above 3.6.4 As I remember , you use oracle , not sure if the data type changes effect your system, Regards; Roy -- returning the favour Ken Crocker

Re: [rt-users] ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowACL' :: please help

roup) , why its checking if the SystemUser is a member of that group is beyond my little brains. Again Any help will be appreciated Roy Ken Crocker wrote: > Raed, > > The only thing I can think of to help de-bug this is to list the > privileges you've set and then com

[rt-users] ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowACL' :: please help

Maybe this time I'll get an answer .. RT-3.8.7 NO customisation apart from css DBIx - 1.56 apache2,mod_perl2 I am seeing a lot of queries (1146 of them) SELECT ACL.id FROM ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowACL') AND Principal

Re: [rt-users] I Need urgent help about very unsual issue

Riz; What are your Set($WebBaseURL , Set($WebURL , Set to, I believe these should be ending with / ie Set($WebBaseURL , "https://mydomain.com/";); Set($WebURL ,"https://mydomain.com/";); Regards; Roy softouch wrote: > Hello Folks, > > i have installed RT3.8.7 on Ubuntu 8.4 a couple of week ag

[rt-users] SELECT * FROM CachedGroupMembers WHERE GroupId = 'x' AND MemberId = '1', please help

Hi; RT-3.8.7 apach2, mysql5,mod_perl2,DBIx::SearchBuilder v1.56; -- I have Set($StatementLog,'debug') so I can see sql statements -- And I have Set($UseSQLForACLChecks,'1'); I am seeing lots of SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1', in my logs 2034 is a use

[rt-users] local customisation of Tickets_Overlay.pm

Hi; mod_perl2,apache2,rt-3.8.7 and mysql5 I need to add a key in the %FIELD_METADATA hash (with Tickets_Overlay.pm), I expected to be able to customise this as per the usual, ie -Create local/RT/Tickets_Vendor.pm -Copy our %FIELD_METADATA = ( ); -Copy %dispatch - Copy sub FIELDS { return \%

Re: [rt-users] Customize spreadsheet view with RT-View-ConciseSpreadsheet

RT::View::ConciseSpreadsheet created its own link typically at the bottom of the search results, I think the link is Spreadsheet(Concise). You can modify your html so the new link replaces the top Spreadsheet link. I will interested to know if RT::View::ConciseSpreadsheet works out of the box fo

Re: [rt-users] Unknown user from mail.log

And now I strongly recommend you go and change the user name and password you sent to a mailing list. Roy Wagner Pereira wrote: > Kevin, > > I think I already did that. I created a file named .fetchmailrc on the > same RT directory. > > Look: > > rtracker:/etc/request-tracker3.6# vim .fetchmail

Re: [rt-users] How to create ticket through an e-mail message?

Yep, its all you need , read the instructions from the README file in the rt source code, the part under SETTING UP THE MAIL GATEWAY --- Roy Wagner Pereira wrote: > Hi, folks. > > And now, almost all of the main settings are done! > > But, I need to setting up my RT to

Re: [rt-users] screendumps, searching and editing

Tim; Tim Bonnell wrote: > > > > Searchable body. I used RT to log customers problem requests, and > document the solution. I would include code snippets, error logs etc, > and would need to be able to search for these pieces in future call > requests. > > You can search for anything in RT,

[rt-users] calling bin/rt from apache / getting 2 rt instances talking to each other

Hi; Have anyone tried using the rt client (rt3/bin/rt) from within the web interface (apache2/mod_perl2) ? Or have anyone tried to get 2 RT instances talking to each other (in a method other than email)? We have 2 sites each with its own RT and sometimes there will be shared issues that both s

Re: [rt-users] Exporting tickets for management viewing

I might be wrong , but the forward function will only forward a particular reply or comment .. As I understand it what you need is a report on a ticket(s) including ticket status etc, if this is the case, there is nothing to do this within RT by default; however its fairly easy to do in a perl

[rt-users] creating ticket with rt client bin/rt

Hi; Source : RT-3.6.4 , Destination: RT-3.8.5 Both on apache2 and mysql 5 I am unable to create ticket using the RT client when the text (content) is multi lines (line breaks \n); the command I issue: `/opt/rt3/bin/rt create -t ticket set subject="$subject" set queue="$queue" set requestor="$re

Re: [rt-users] Schema problem with RT

Kenneth; Name should also be unique , else how would 'someuser' login with their password? As far as I know if a user created via email , then the Name will be the email address which should also be unique across the internet. Regards; Roy Kenneth Marshall wrote: > Dear RT developers, > > I ha

Re: [rt-users] RT response time

and the rt server is Gig link .. Does anyone else see this slowness? Roy Matthew Seaman wrote: > Matthew Seaman wrote: >> Raed El-Hames wrote: >> >>> Versions 3.6.4 and 3.8.5 >>> apache2,mod_perl2 and mysql5 >>> >>> Have anyone done any kind of mo

Re: [rt-users] RT response time

lv.), Bruno Mang, Alfred > Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, > Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE > 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: > Contern/Luxemburg Geschaeftsfuehr

[rt-users] RT response time

Hi; Versions 3.6.4 and 3.8.5 apache2,mod_perl2 and mysql5 Have anyone done any kind of monitoring / profiling of RT response time, ie measure the time it takes to display a ticket / (or create a ticket but possibly doing this every 5/10 minutes wont be desirable) Can anyone recommend any softwa

Re: [rt-users] Make non-staff users able to see all tickets (and not only theirs)

But does n't this allow everyone to see every ticket?? Are you sure you want to do that? does n't your customers mind that their issues are visible to other customers?? is that legal (data protection etc)? Or have I missed something? Roy Rui Vitor Figueiras Meireles wrote: > Ok. I was able to

Re: [rt-users] Scrip help needed

Hi Torsten; Try $related->BaseObj->Comment( Creator => $self->TransactionObj->Creator, Content => $self->loc( "Information added by [_1].", # loc $self->TransactionObj->CreatorObj->Name, ) . "\n" . $self->loc( "Notes: [_1]", # loc $note ), ); Note the C

Re: [rt-users] 3.8.4 create user error

Thanks Kevin it was indeed the wrong version of RT-Extension-MergeUsers, installed 0.03_02 and it works fine. Regards; Roy Kevin Falcone wrote: > On Tue, Sep 15, 2009 at 04:53:21PM +0100, Raed El-Hames wrote: > >> Hi There; >> >> (Perl v5.8.8 under linux ,mod_per

Re: [rt-users] How to allow 2 self service users to see each others tickets

Hi; I have done this in a sort of a hack, relay on self service users being grouped together ie Create Group X Add user a and user b as members of group X (you may need to make the users Privileged, add them to group, then make them un-Privileged again) Modify the SelfService MyRequests (I think

[rt-users] 3.8.4 create user error

Hi There; (Perl v5.8.8 under linux ,mod_perl2 v2.03,Apache2,DBIx::SearchBuilder v1.56) Started playing with 3.8.4 , fresh out of the box, new install , added plugins : RT-Extension-MergeUsers RT-Extension-ServiceUpdates RT-Extension-SLA RTx-RightsMatrix - created first user, given it the s

Re: [rt-users] deny unexisting users create tickets via email

Hi; With regard to: -> create a Group "Clients", and allow only privileged users of that group to CreateTicket and SeeQueue , but when they login, thez don't get only selfservice anymore. You can make these users privileged , add them to the group;then make them unprivileged again. Their gro

Re: [rt-users] QueryBuilder: find where LastUpdatedBy 'unprivileged'

Allen; Can I also suggest a working practice we adopt and maybe relevant to your question, when we are waiting on a customer response we set a ticket status to stalled , and we have a global scrip to set a ticket status to open on correspondence. So when we look for tickets where the last corr

[rt-users] Select distinct from the Users table

Hi; RT-3.6.3 mysql mod_perl2 What is the best way to do "select distinct(Organization) from Users Order by Organization" using the API As far as I understand it $RT::Handle->FetchResult returns the first value and one can only use FromSQL with the tickets table.Is there any other hidden metho

Re: [rt-users] What permissions?

Its maybe possible if you give the NOC group SeeQueue permission on the destination queue, this will enable them to see the queue in the New ticket in queue list and the queue list in the basics section. Regards; Roy Lander, Scott wrote: > In RT 3.8.4 > > I have several queues, and several mat

Re: [rt-users] Query Tracing

Varun; I think I have mailed you this before, to log the sql queries within RT you need to add the following line to you RT_SiteConfig.pm file # DBIx-SearchBuilder 1.31_1 or higher; simply set $StatementLog to be # the level that you wish SQL statements to be logged at. Set($StatementLog,1); The

Re: [rt-users] Auto respone not working

Ist not a good thing that it does not send an auto - response? otherwise you'll end in a loop of updates vs new tickets if you want to get 2 RT to talk to each other, I would recommend you use the REST or WebService interface Regards; Roy Bashir Jahed wrote: > > Hi, > > > > We have 2 RT syste

Re: [rt-users] RT Slow Ticket Updates

Alex; For your issue have a look at: http://archives.free.net.ph/message/20090424.164012.5961a3ca.en.html It may help?! Regards; Roy Alexander Bourgett wrote: > Hi Varun, > > We have the situation here that our mail server (Exim4) is very slow on > sending the RT emails wich are generated on t

Re: [rt-users] RT Query Logging

the database, in most cases the later, which part of the application is slow, creating tickets or searching tickets etc etc Regards Roy Varun Vyas wrote: > Hi Raed El-Hames > > I am so sorry if i have bothered you but as i am new to this mail list i > am also not aware that i need to

Re: [rt-users] RT Query Logging

> what step i need to take to make my application lightning fast.With > acceptable level of performance. > > And i have looked for all this things in google and have searched a lot from > past two months but has found nothing. > > > > Raed El-Hames wrote: > >&g

Re: [rt-users] RT Query Logging

.(sorry don't remember the url). Good luck; Roy Varun Vyas wrote: > And i want to know one more thing as my RT is slow right now .What steps > should i take to increase its performance on application side or on > database side. We have remote database on our RT and it has 2 gigs RA

Re: [rt-users] RT Query Logging

From RT_Config.pm # DBIx-SearchBuilder 1.31_1 or higher; simply set $StatementLog to be # the level that you wish SQL statements to be logged at. Set($StatementLog,undef); I am not sure what the different levels but : Set($StatementLog,1); will be a good start. Remember to restart your web serv

Re: [rt-users] Filtering watcher emails

Dominic; Your best option (as far as I know) is to create a new template for the owner related scrips and then modify the subject line to suggest its for the owner. Regards; Roy Dominic Lepiane wrote: > Dear RT Users, > > We've got RT 3.8.3 and we're wondering if it is possible to > differenti

Re: [rt-users] Autoreply to Actor only

pients specified in the template. > > Oh well, no harm in trying :) > > > > 2009/6/24 Raed El-Hames mailto:r...@vialtus.com>> > > No sure I know what you mean, yes it will exclude other > recipients but I thought this is what you want: > &

Re: [rt-users] Autoreply to Actor only

won't result in the message envelope being changed to > exclude the other recipients? > > > 2009/6/24 Raed El-Hames mailto:r...@vialtus.com>> > > I do this via the templates, create a new template and at the top > of the template add: > > To: {$Tran

Re: [rt-users] Autoreply to Actor only

I do this via the templates, create a new template and at the top of the template add: To: {$Transaction->CreatorObj->EmailAddress} Subject:{$Ticket->Subject} RT-Attach-Message: Yes Your template text etc In the scrip make your Action: Notify Other Recipients Template: Your new template Regar

Re: [rt-users] Difference between a CC and a Requestor

Richard; Its very similar to the To and CC in emails, Requestors are the To list and CC are the CC. In addition , you can manipulate when/who gets correspondence via scrips, you may want to only notify Requestors and therefore you limit your requestors list to those you wish to get the notifica

Re: [rt-users] urgent: disable search for new watchers

> Oh, that user search. I thought we were allowing > access to the user administration section > > Thank you for a clearer bug report Raed > > As Jesse said, the full UI is meant for staff, which > explains the ability to see other users. It isn't clear > to me how people would want this fixed,

Re: [rt-users] urgent: disable search for new watchers

Kevin; Open any of the tickets you can see and click on the People tab Find people whose User Id does n't contain xyz and click Go! Roy Kevin Falcone wrote: > On Jun 19, 2009, at 4:22 AM, Violetta J. Wawryk wrote: > > >> yes I have to make him priviledged because he is a kind of controll >>

Re: [rt-users] urgent: disable search for new watchers

gt; Since a collegue found another security issue, can anyone tell me an > emailadress where to send security issues that should definitly not be > public? > > Thanks in advance > Violetta > > > Raed El-Hames schrieb: > >> Violetta; >> >> You also made

Re: [rt-users] Help with Old Status value

Ken; In the nicest possible way you got this wrong by a mile, what are you trying to do, ist a scrip action ? do you want to reset the Status as soon as its changed to something else? or at a later transaction ie new update or modify etc? Roy Ken Crocker wrote: > To List, > > I'm trying to

Re: [rt-users] urgent: disable search for new watchers

Violetta; You also made these people privileged (Let this user be granted rights is ticked), the question is do you want them to be privileged, if these are your customers then you should untick this and force them into the restricted SelfService, if you have to have them privileged then by de

Re: [rt-users] help in creating Scrips

I think you are misunderstanding what merge actually mean, or I am misunderstanding you, when you merging you are making 2 tickets into 1, so the scrip we did will create a ticket then merge it into your existing **Problem** ticket, so as per the logs below if you search for ticket 2410 it shou

Re: [rt-users] help in creating Scrips

a = $1; > $RT::Logger->debug("Found oa: $oa"); > } > else { return 1; } > > my $TicketsObj = RT::Tickets->new($RT::SystemUser); > $TicketsObj->LimitQueue(VALUE => 'IT'); > $TicketsObj->L

Re: [rt-users] help in creating Scrips

y $TicketsObj = RT::Tickets->new($RT::SystemUser); > $TicketsObj->LimitQueue(VALUE => 'IT'); > $TicketsObj->LimitCustomField(CUSTOMFIELD => 'OAReqNum', OPERATOR => > '=', VALUE => $oa); > if ($TicketsObj->Count == 0) { return 1; } >

Re: [rt-users] help in creating Scrips

You answered you are own question , yes you are getting the error because you do not have the custom field Create the custom field and apply it to all queues (unless the scrip below is not a global scrip -- but I doubt that--) Can you explain what you are trying to do, maybe we can help you, I a

Re: [rt-users] help in creating Scrips

Roehl; The below: $search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR => 'or'); $search->LimitStatus(VALUE => 'open', OPERATOR => '='); simply means in sql terms : Select from Tickets where Status = 'new' OR Status = 'open' OPERATOR => '=', is the = ENTRYAGGREGATOR => 'or'

Re: [rt-users] sending notification with values of cutom fields

Try {$Ticket->FirstCustomFieldValue('Your_Custom_Field_Name')} in the body of the template! Regards; Roy hanane ourdani wrote: > hi all, > > is it possible to send a notification with a value of cutom field, > > thank you ___ http://lists.bestpractical

Re: [rt-users] Ticket will not accept comments or replys

Whats in the database for this ticket (Transactions and Attachments tables), it maybe an ugly character in an early attachment stopping the history of being displayed?? Regards; Roy John Arends wrote: > We found a single ticket where comments/replies are not getting appended > to the ticket,

Re: [rt-users] Set priority based on requestor's group membership

Just finished working on something very similar , I am guessing the top sales guys would be the one creating a ticket, if this is the case you can do a scrip: my $CreatorObj = $self->TicketObj->CreatorObj ; my $org = $CreatorObj->GroupMembership ; if ( $org eq 'The group you need') { $sel

Re: [rt-users] Ingest csv, xls or xml to create, modify or resolve tickets

Hi Simon; Referring to your email yesterday, I think you are better off either using the api or web request (rt_cli and REST) as Ruz have suggested to you .. My preferred method is using the api (this what I typically use for scheduled bulk create/update etc), and what I mean by api is a perl

Re: [rt-users] Ingest csv, xls or xml to create, modify or resolve tickets

Simon; Do you mean something similar to : Tools->Offline ?? Roy Simon Dray wrote: > > Hi, > > > > Has anyone had to use csv,xml,plain or xls files and then ingest them > into RT to Create, Change or delete I ask the question because there > is no point in re-inventing the wheel if somet

Re: [rt-users] Customizing MessageBox

Hi; Do you need the Queue name in the MessageBox or in the emails sent out, you can modify the Templates to include queue name, for example you can modify the admin Correspondence template to include: Ticket Queue = {$Ticket->QueueObj->Name} you do that below the line: This is an admin corre

Re: [rt-users] Queue could not be loaded

You need to grant SeeQueue as well , Roy nast linux wrote: > Dear, > > I already grant user to create ticket, but user still cannot create new > ticket. > error : "Queue could not be loaded. ". > Below the steps while user create ticket. > - login > - click new ticket in (no list queue at text

Re: [rt-users] Query about Tickets table

2 possible causes: 1- Merged tickets .. RT will assume 1 ticket for merged ones 2- You do n't have permission on all queues in Mysql try: select count(EffectiveId) as TOTAL From Tickets where Status = 'resolved' ; Regards; Roy Alberto Villanueva wrote: > Good morning, > > Several days ago, I

Re: [rt-users] Default queue for selfservice

Jim; Have you allowed unprivileged users to create tickets in different queue/s; In Queues/Your-Queue/GlobalRights , give the system group Everyone create ticket priv and remove this right from the General queue, if you don't wish them to create any tickets there Note you can give this right to

Re: [rt-users] RT db schema

mysql> desc ObjectCustomFieldValues; ObjectId is Tickets.Id if ObjectType = 'RT::Ticket'; CustomField is CustomFields.Id I did see your earlier question, though I am not sure what you are trying to do, using perl and RT api will make your life much easier ? Regards; Roy Alberto Villanueva wro

Re: [rt-users] replying to "resolved" notification re-opens ticket

I am daring to question Ruslan's answer, but what is the point of creating new ticket ? might as well re-resolve the original one .. for few years I been trying to find a solution to this and there is n't one, you do n't want to ignore new correspondence to resolved tickets because it might be i

Re: [rt-users] Max # displayed queues for quick search?

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 anothe

Re: [rt-users] Customization of setting priorities

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 ..

Re: [rt-users] Slow loading of long tickets in 3.6.3

Justin; I 've had similar slow loading tickets in the past, and it turned out (in my case) the problem was with transactions custom fields, do you use those?? if you don't you can comment out the following lines from Ticket/Elements/ShowTransaction 65 % if ($Transaction->CustomFieldValues->C

Re: [rt-users] Auditing ticket accesses

Hi; A while back I added a ticket custom field with Enter multiple values , and then a line lines of code in Ticket/Display.html if (! $session{'pull'}{$id}) #$RT::Logger->debug("someone viewing this ticket ". $TicketObj->Id); $TicketObj->AddCustomFieldValue(Field=>'Pulled

Re: [rt-users] Urgently need the E-R diagramfor RT schema for 3.8

he 3.8(i.e. the updated version of RT) schema > E-R diagram with me. > > Regards, > Uday > > -----Original Message- > From: Raed El-Hames [mailto:r...@vialtus.com] > Sent: Friday, April 24, 2009 8:44 PM > To: Uday Dey > Cc: Alberto Villanueva; rt-users@lists.bestpractica

Re: [rt-users] rt3 performance problem when updating a ticket

Oleg; You need to bare in mind that Set($SendmailArguments, "-ODeliveryMode=q" ); puts the message in a mail queue, you need to check the frequency of how often your mta process its queue btw, you are using sendmail ?? because the above line wont work if you are using exim, you need : Set($Se

Re: [rt-users] Reply to requestors when resolving a ticket

Oleg; Modify /opt/rt3/local/html/Ticket/Elements/Tabs Change: if ( $Ticket->Status ne 'resolved' ) { $actions->{'G'} = { path => "Ticket/Update.html?Action=Comment&DefaultStatus=resolved&id=" . $id, title => loc('Resolve') }; } to: if ( $Ticket->Status ne

Re: [rt-users] Trying to solve a problem

Hi Jason; Is the ticket showing a requestor (in the People section) ?? Have you a global scrip On Create AutoReply to requestor on Create ? Have you a global scrip On Correspond Notify Requestors or On Correspond Notify Requestors and CCs ?? Regards; Roy

Re: [rt-users] List tickets I ever transacted on?

Hi ; If you interested I have modified my Query Builder a couple of years ago adding UpdatedBy as a search criteria ; the changes are simple and not sure why the RT developers do not include this function , I am afraid I do n't know how to do patches to RT , but attached are the code changes:

Re: [rt-users] RT3.8.x Queue Name in Email Subject

Hi ; I have n't started with 3.8.2 yet but my understanding the Branded Queue ext is built in, as far as I remember when I looked at the 3.8.2 demo site in the queue form there is Subject Tag?? if there is have you tried putting the queue name in there ?? I am guessing this achieves what you a

Re: [rt-users] Database relocated onto alternate server

Hi Keith; Most likely the problem is with the @hostname bit not being recognised correctly ..(and cauing permissions problems) try to login with rt_user from your rt server to the database via mysql client and tail your sql server log files to determine why rt_user is being denied. Regards; Ro

Re: [rt-users] Scrip: How do I identify who an email was sent to?

Hi ; Try ; my $contentobj = $self->TransactionObj->Attachments->First(); my $headers = $contentobj->{values}{headers}; if ($headers =~ /\nTo: (.*?)\n/) { my $to = $1; } Regards; *Roy* Macnlos wrote: > I've got four process email accounts that

Re: [rt-users] Getting the following Error on deleting "ObjectCustomFields" table from RT d/b

Re-install RT, you have removed/deleted users and groups that are part of the system .. *Roy El-hames * ISP Systems Jnaneshwar Bantanur wrote: > Hello ..After I tried to delete the rough data which I have put Just to > evaluate RT.After Deleting Users,Queues,Groups and Attachments After

Re: [rt-users] ruby library for REST access status

Hi Tom; I will be interested and needing something very similar in the very near future, can I ask you what version of ruby you used? (or rather will it work with Ruby 1.8.6?) Thanks; *Roy El-hames * ISP Systems Tom Lahti wrote: > I have completed a first version of a ruby library for ac

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

And is RT calling the right RT_SiteConfig ?? I am guessing you have modified each RT_SiteConfig per brand?? what do you get when you restart apache and when you browse to each instance?? Roy Doug Eubanks wrote: > That's what I have, two different webmux.pl files... > > They are in the same /opt/

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

Re: [rt-users] Still tryin' to merge tix with matching CFs

Hi Rob; What happens if you create the ticket first, then update /modify it adding the CF and link relationship after .. Its more clicks for the users but may work for you .. In a way I think there is some contradictions on what you doing, you want all tickets with the same CF to merge , but a

Re: [rt-users] is it possible to demerge a ticket?

You would also need to check if the requesters list for each of your tickets is as they should be, when you merge tickets both set of requesters(and Ccs) get merged into the master ticket. Regards; Roy Mathieu Longtin wrote: > Thanks, that worked. > > Go in the DB, change the effectiveid of the

Re: [rt-users] Set a ticket custom field based on a User Custom field scrip action

Or maybe : my $billable = $self->TransactionObj->CreatorObj->FirstCustomFieldValue('Billable'); note the (Obj) at the end of Creator Regards; Roy Emmanuel Lacour wrote: > On Tue, Feb 17, 2009 at 08:08:50AM -0600, Joel Schuweiler wrote: > >> [Tue Feb 17 14:06:09 2009] [error]: Scrip 67 Prep

Re: [rt-users] Group and Users CF Missing Tab (a bug or deliberate)

t; Configuration? > > Kenn > LBNL > > On 2/6/2009 9:03 AM, Raed El-Hames wrote: > >> Hi; >> >> I am running (still) version 3.6.2 and noticed a while ago that the >> Tab(link) for custom fields is missing from both the Admin/Users and >> Admin/Group

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