Re: [rt-users] This transaction appears to have no content

' ? 'This transaction has been updated. Please see above the changes' : $Transaction-Content(); } Haven't tested the code so there may be typos, but the general idea should work. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http

[rt-users] Scrip, Template Export?

Hello all, Is there a utility that can export scrips, templates etc. in the same form as is used by the insert option of rt-setup-database? I'd like to copy a queue's scrips templates to a separate RT database. Thanks, Steve -- Stephen Turner Sr. Analyst.Programmer MIT - IST - SAIS

Re: [rt-users] Scrip, Template Export?

database. You might have a look at http://search.cpan.org/~kevinr/RT-Extension-QueueWizard Thanks, but that seems to cover cloning of queues within the same database - I'm looking for cloning to a separate database. Steve -- Stephen Turner Sr. Analyst.Programmer MIT - IST - SAIS

Re: [rt-users] TransactionBatch Question

will point to the first cf change. The condition wouldn't be checked against other transacactions after the first change in a cf. Something like that, hope it helps. Steve I think I've got it now! Thanks for your help Ruslan, Steve -- Stephen Turner Sr. Analyst/Programmer MIT IST - SAIS

[rt-users] TransactionBatch Question

I'm playing with the TransactionBatch feature and I'm curious: if you use $self-TransactionObj in a custom scrip condition for a TransactionBatch scrip, what do you get? My understanding is that this stage does not execute in the context of a transaction. Steve -- Stephen Turner Sr

Re: [rt-users] TransactionBatch Question

On Mon, 01 Jun 2009 13:55:23 -0400, Ruslan Zakirov ruslan.zaki...@gmail.com wrote: On Mon, Jun 1, 2009 at 6:01 PM, Stephen Turner stur...@mit.edu wrote: I'm playing with the TransactionBatch feature and I'm curious: if you use $self-TransactionObj in a custom scrip condition

Re: [rt-users] Perl help

On Tue, 26 May 2009 19:59:15 -0400, Ken Crocker kfcroc...@lbl.gov wrote: I don't see or understand the mechanisms that make the - work. My problem is that I am completely sight-oriented. It's the old saying, I can hear you talking, but I can't see a word you say. That's me. I've coded

Re: [rt-users] Is it standard for AdminCc watchers to get 2 emails every time a ticket is created?

or just ones they generate themselves? Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa

Re: [rt-users] Is it standard for AdminCc watchers to get 2 emails every time a ticket is created?

something in the Autoreply - HDESD template that is adding adminccs to the recipient list? Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http

[rt-users] HEqads up

Rich - A heads up. I'm doing an RT demo at OSP (E19) from 9-10am tomorrow (Thurs). Should be here about 10.30. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Re: [rt-users] HEqads up

Sorry all, misdirected - got to remember to check my To line before I fire. Please don't all come to my demo, there won't be room :) Steve On Wed, 25 Feb 2009 14:27:53 -0500, Stephen Turner stur...@mit.edu wrote: Rich - A heads up. I'm doing an RT demo at OSP (E19) from 9-10am tomorrow

Re: [rt-users] email requestors on ticket open from web UI?

transaction... Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover

Re: [rt-users] Help with permissions?

On Tue, 24 Feb 2009 01:54:38 -0500, George Beitis george.bei...@googlemail.com wrote: 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 stur...@mit.edu wrote: I think you may also need to grant SeeQueue

Re: [rt-users] Help with permissions?

, Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden

Re: [rt-users] Help with permissions?

to grant SeeQueue on the queue to the group. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa

Re: [rt-users] change updates from unprivileged user to a different transaction type?

. Is this going into 3.8.3 or 4.0 ? You should find it in Transaction_Overlay.pm Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com

[rt-users] Deleting individual attachments

consequences of using Attachment's Delete method by itself? We've used Transaction-Delete before to remove whole transactions, but we've never removed individual attachments. Thanks, Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST

Re: [rt-users] Deleting individual attachments

underneath? Presumably - though we're unfortunately still on 3.4 (Shredder isn't built in), and we haven't gotten around to installing Sgredder yet. Thanks, Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http

Re: [rt-users] RT 3.6.4, user list too long when resolving multiple tickets

, --ck We did the same thing for Query Builder too (html/Search/Elements/PickBasics) Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http

Re: [rt-users] Problems with SSL and rt-mailgate

. Try tweaking rt-mailgate to print out @INC and maybe all env variables. Then compare what you get from command line and procmail. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http://lists.bestpractical.com/cgi-bin/mailman

Re: [rt-users] Tickets see right - only the owned ones

. If you're talking about a single queue for the whole department, a similar scheme would apply. Good luck, Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help

Re: [rt-users] RT Login Page with SSL

, or much of anything else. Why not try with all SSL and see how it goes? If it's slow, try without SSL and compare. Good luck, Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http://lists.bestpractical.com/cgi-bin/mailman

Re: [rt-users] SearchBuilder permissions

to be separate from queue permissions. Good luck- Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa

Re: [rt-users] SearchBuilder permissions

? If so, custom fields have their own permissions separate from queue permissions. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http

Re: [rt-users] Filtering users

this in a scrip - by the time you get into the scrips, the ticket is already created. You could write on-create scrip that immediately deletes the ticket if the requestor or subject match your criteria. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST

Re: [rt-users] On Comment set to open

, is this a default action and if it is can it be changed? Many Thanks Dave Do you mean comment or reply? There's a global scrip installed by default that does this on reply: On Correspond Open Tickets with template Blank Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST

Re: [rt-users] On Comment set to open

the status drop down default to 'open' if the ticket status is 'new'. So when you submit a comment the status is updated. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Re: [rt-users] On Comment set to open

, which we recently implemented here with success. I'm seeing that scrip definition as part of /etc/initialdata (rt 3.8.0). It's been set up by default on every RT install I've done. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST

Re: [rt-users] On Comment set to open

in removing the code. I do think it would be neater to remove the code, so that the drop-down default is whatever the ticket status is. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http://lists.bestpractical.com/cgi-bin/mailman

Re: [rt-users] RT permission question

on as your user) uses the API to read the ticket and attempts to change the queue. Stepping through the code using the debugger should show you exactly where the permission denied is happening and should help you figure out why. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST

Re: [rt-users] RT permission question

/group initiating the move must have SeeQueue and CreateTicket rights for the intended queue. I have a situation where those rights are granted, but permission is denied. Kenn, Does the ticket actually get moved to the other queue? Also, exactly what error message appears? Steve -- Stephen

Re: [rt-users] Scrip: Notify requestor on queue change to SPECIFIC QUEUE

Template myTemplate No need for a global scrip or any custom condition coding. myTemplate should also be attached to the masterqueue. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http://lists.bestpractical.com/cgi-bin/mailman

Re: [rt-users] User name collision

with a different email address. Is this a known issue? Is this something that can be avoided, and, if so, how? -Rich There's an RT extension that allows you to specify a second email address for a user: RT::Extension::MergeUsers Steve -- Stephen Turner Senior Programmer/Analyst - SAIS

Re: [rt-users] Adding users to groups to share tickets

a queue. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets

Re: [rt-users] Auto reply - ticket transaction

type of CF. I may be wrong (I'm still using 3.4.2) but I don't think transaction CFs are accessible from scrips - Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Re: [rt-users] RT unification (merging multiple RT instances)

with overlapping ticket numbers? Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED

Re: [rt-users] email ticket updates...

with a subject line syntax that is unlikely to appear in emails coming in from other sources, or you'll get replies attached to wrong tickets (speaking from experience!). Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http

Re: [rt-users] Customize search for newest unowned

to set up this type of search... If I try to change from AND to OR Aggregator, it seems to change all to either AND or OR... Don, I've had good luck going to the 'Advanced' search screen and playing with the ticket sql ands/ors there. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS

Re: [rt-users] assigning tickets

On Thu, 30 Oct 2008 09:12:54 -0400, Gabriel Cadieux [EMAIL PROTECTED] wrote: Kenn, In our configuration using 3.6.7, there are only two users besides root, myself and my co-worker, and we are both set to SuperUser priviledges. We will be the only ones using this system, so there is no need

Re: [rt-users] RT thinks this message may be a bounce

the bounce message. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's

Re: [rt-users] Requestors receiving blank email after all replies

On Mon, 27 Oct 2008 12:41:28 -0400, Darren Azman [EMAIL PROTECTED] wrote: Hi, We are having some trouble with using RT. Here is what is happening: 1.Customer sends in email 2.Customer receives auto-reply from us 3.We reply to customer 4.Customer replies to our email 5.

Re: [rt-users] Setting Ticket Owner name

Action Cleanup Code: $ticket-SetOwner-Name('Persons User Name1', 'Force'); I think this should work: $ticket-SetOwner ('Persons User Name1', 'Force'); Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http

Re: [rt-users] RT thinks this message may be a bounce

ticket to an address that feeds back into RT. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support

[rt-users] Outlook 2003 Breaks Subject Line

SF2K945289 [help.mit.edu #724401] Has anyone seen anything like this before and are there any suggestions for solving the problem? Thanks, Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http://lists.bestpractical.com/cgi

Re: [rt-users] Using default scrip actions to create a tee for transactions

On Fri, 17 Oct 2008 17:50:11 -0400, Jerrad Pierce [EMAIL PROTECTED] wrote: Anyone know an easy way to get ahold of the code for default scrip actions? Jerrad, Look in lib/RT/Action Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST

Re: [rt-users] create ticket from email

On Sun, 19 Oct 2008 11:27:23 -0400, Monti gmail [EMAIL PROTECTED] wrote: Thank you, that works grate :) Is there a way to set a Custom Field value in the email template? I have set a Custom Field for a queue, I want to be able to create a new ticket using mailgate but also to be able to

Re: [rt-users] prevent AdminCC to get emails twice with NotifyActor=1

a ticket is updated which they have created themselves. How can we prevent this from happening? Many thanks in advance Dorothea -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo

Re: [rt-users] Trouble upgrading to 3.8.1

additional args to 'make testdeps' and 'make fixdeps'. Reading through the 'README' and 'README.Oracle' docs that come with the software should help you figure all this out. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http

Re: [rt-users] Queue Permissions issue since upgrade to 3.8.1.

On Fri, 03 Oct 2008 09:15:35 -0400, Todd A. Green [EMAIL PROTECTED] wrote: I am setting up my first new queue since upgraded to 3.8.1 and have run into an odd issue. The queue is setup, my user (SuperUser) can see it in Quick Search, can open/view tickets, but the queue does not appear in

[rt-users] Gateway/ITS and IE dialog box

appear. One other change I made here is to have the Employee home page create a cookie for the ITS apps on page load, so that home will supposedly go back to the gateway page we started from. Thanks, Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST

Re: [rt-users] Gateway/ITS and IE dialog box

Sorry, ignore my previous message - it was wrongly addressed. Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets

Re: [rt-users] Possible dumb question...be warned

On Wed, 01 Oct 2008 10:36:00 -0400, Simon Jester [EMAIL PROTECTED] wrote: Is there a limitation on the number of queues that can be created? No hard limitation, but there might be a scalability issue for some pages and drop-down lists. For example, Config-Queues gets a bit long with a

Re: [rt-users] Dynamic Signatures

. Where here would be something like http://www.website.com/ticketfeedback?id=123456 (where 123456 would be the number of the RT ticket)? Any help would be greatly appreciated. Dave, It would be best to address this through templates. See the wiki for examples. Steve -- Stephen Turner

Re: [rt-users] Immutable created field

know I could kludge something with a custom field, etc., but then one must perform queries on mutliple columns unnecessarily... It may depend on how you're importing, but I think you can pass a Created arg to the Ticket's Create method. Steve -- Stephen Turner Senior Programmer/Analyst

Re: [rt-users] Difference between Parent/Child and Depends on/Depended on by?

must be resolved before its dependent tickets can be resolved. I would point you to the RT Essentials book, but this part is backwards in the book (in my edition at least). STeve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http

Re: [rt-users] Difference between Parent/Child and Depends on/Depended on by?

we've used parent/child to group tickets that refer to the same issue - for example an outage reported by several people. It makes it easy to locate all those tickets and send out a single reply to them all when the outage is fixed. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT

Re: [rt-users] scrips/template issue

. Also, if you check the RT log you should see error messages in this case. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http

Re: [rt-users] Tickets interface stalls RT for 30 seconds.

instead. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden

Re: [rt-users] Tickets interface stalls RT for 30 seconds.

On Fri, 12 Sep 2008 16:35:02 -0400, Golemon, Buck [EMAIL PROTECTED] wrote: Steve: how did you convert to a text box. Is it a straightforward patch? It's a simple change to html/Search/Elements/PickBasics (we're using RT 3.4.2): /Elements/SelectOwner, Name = ValueOfActor, ValueAttribute

Re: [rt-users] Editing Comments or Replies

: from Transaction_Overlay.pm: # Transactions don't change. by adding this cache congif directiove, we don't lose pathalogically on long tickets. sub _CacheConfig { { 'cache_p'= 1, 'fast_update_p' = 1, 'cache_for_sec' = 6000, } } Steve -- Stephen Turner Senior

Re: [rt-users] Creating users using CLI: assigning to a group?

On Fri, 22 Aug 2008 01:36:02 -0400, Graham Ballantyne [EMAIL PROTECTED] wrote: I'm working on a script to create users in RT based on a list of usernames. I need to add these users to an RT group upon creation. I can do it by doing an INSERT into the GroupMembers table, but I'm wondering if

Re: [rt-users] ORA-12154: TNS:could not resolve the connect identifier specified

On Wed, 20 Aug 2008 05:58:24 -0400, Burghart, Michael (I/ET-83, extern) [EMAIL PROTECTED] wrote: Hi... I am new to this list so please apologize if I do not know yet the etiquette in her and if the error I get confused with is a trivial one. I am a Perl devloper but Oracle is rather

Re: [rt-users] RFC: Splitting the signature off from the main text in replies/comment?

a signature. Making this possible is transaction-level squelching, a custom enhancement. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http

Re: [rt-users] Weird issue - web gui logout on comment/reply

. Steve Stephen Turner Senior Programmer/Analyst - SAIS MIT Information Services and Technology (IST) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL

Re: [rt-users] RT requiring login for every click

At 8/6/2008 02:39 PM, Mark Hazen wrote: Thanks Kenneth... I'd read your post some time back about this solution, but with 3.8 the session management code has changed quite considerably (looks to be a complete rewrite), and the code changes you'd attached no longer fit. I have been adding a bit of

Re: [rt-users] reply via email from AdminCC does not go to Requestor

At 7/30/2008 03:53 AM, =?ISO-2022-JP?B?GyRCJUElYyVzJUklaRsoQg==?= wrote: Hi everybody, I am running a new installation of RT3.6, and most things work fine except for the following: A new user can send a mail to RT and properly get automatically registered, and the AdminCCs get the new ticket

Re: [rt-users] Noob alert--question about ticket explosion

At 7/23/2008 09:00 AM, Richard Harold wrote: I don't think this is happening, If I try to open a ticket before or after a known ticket it comes up with Could not load ticket 5000 etc Im stumped. It seems to have calmed down a little lately though Richard, What do you get if you do the query

Re: [rt-users] Modify Create Ticket display

Kenn, Are you seeing this problem (custom fields not in the order you specify) on ticket display basics screens too? Are you using Oracle, and what version of DBIx::SearchBuilder do you have? After a recent upgrade of DBIx::SearchBuilder, we are seeing ticket custom fields in the wrong

[rt-users] RT API Question

Quick question - in what circumstances would these method calls return different values for the same ticket object $ticket? $ticket-CustomFields $ticket-QueueObj-CustomFields Thanks, Steve ___

[rt-users] Strange Search Results on RT 3.6.5

these fields are https://our-rt/Ticket/CONTENT.html?id=__id__ I'm stumped by this at the moment - does anyone have any ideas? Thanks, Steve Stephen Turner Senior Programmer/Analyst - SAIS MIT Information Services and Technology (IST) ___ http

Re: [rt-users] RT - group transactions

At 6/17/2008 11:50 AM, Kenneth Crocker wrote: Hey RT gang, I'm interested in catching transactions that occurs when the membership of a group changes. Purpose: I need my ticket owners to be able to select from a list of group members as to whom they want to do the QA test on a ticket.

Re: [rt-users] What's new with RT 3.8

A few quick thoughts: - The layout is a big improvement on the default 3.5/3.6. - You might want to run it through IE, there are a few minor alignment issues (IE 7). Looks fine in Firefox 2.0 Opera 9.27. - It would be nice to have visual cues for links - on the ticket page in particular,

Re: [rt-users] Offline format

At 03:52 PM 6/3/2008, Kenneth Crocker wrote: Hey Rt users, I have an organization in my company that wants to create ticket via email (no biggie, so far) with a format that pre-fills certain fields, mostly Custom Fields. I thought that by going to Tools-Offline I could copy that format

Re: [rt-users] Change the Modify Ticket options on blue bar

At 03:49 PM 5/29/2008, Kenneth Crocker wrote: Stephen, Toward the bottom of the code in file Tabs the following code exists: if ( (defined $actions-{A} || defined $actions-{B} || defined $actions-{C}) (defined $actions-{E} || defined $actions-{F} || defined $actions-{G}) ) {

Re: [rt-users] Per-queue page customisations?

At 03:28 AM 5/26/2008, Tom Lanyon wrote: List, Is there a way to customise Ticket/Create.html on a per-queue basis? What we would like to achieve: creating a ticket in QueueA may have a different layout and/or different fields visible than when creating a ticket in QueueB. Has anyone done this

Re: [rt-users] Change the Modify Ticket options on blue bar

At 04:04 PM 5/27/2008, you wrote: Stephen, Thanks for the code example. I used it as the basis for the code I wanted to add. The Tabs layout now shows what I want, but when I click any of the new options, nothing happens. This is what my new code looks like: if ($args) {

Re: [rt-users] Change the Modify Ticket options on blue bar

At 08:16 PM 5/15/2008, Kenneth Crocker wrote: To all, I want to add a couple options to the blue bar where it displays open comments reply resolve. Where would I find that code and any related elements? thanks in advance. Kenn LBNL Kenn, These links are defined in

Re: [rt-users] new install 3.6.6 - logo image issue

At 05:12 PM 5/16/2008, Robert Keidel wrote: Hello, I fixed the apache issue. But I still try to figure out my problems with Logo. I try to make something clear for myself. So please let me know if I am wrong. The whole RT site is under the following directory tree. And I assume here the default

Re: [rt-users] RT 3.6.6 - Comments, Privileged Users, Selfservice

At 12:12 PM 5/15/2008, RT wrote: All - I have an instance of RT 3.6.6 that was set up prior to my arrival. The system has several groups set up, and all users are configured as members of these groups. There are no unprivileged users. I've spent a few days looking over the wiki and the mailing

Re: [rt-users] Send last message/comment from ticket to requestor on resolve

by adding a reply changing the status. The Mason code can be changed so that when you use the Resolve link, the Update type is set to Reply rather than Comment. Steve Stephen Turner Senior Programmer/Analyst - SAIS MIT Information Services and Technology (IST

[rt-users] RT 3.4-compat stylesheet

with Opera, Firefox, IE on Win XP and on Firefox/Mac. Has anyone encountered this ? Anyone fixed it? Thanks, Steve Stephen Turner Senior Programmer/Analyst - SAIS MIT Information Services and Technology (IST) ___ http://lists.bestpractical.com/cgi-bin

Re: [rt-users] RT 3.4-compat stylesheet

At Monday 4/14/2008 02:33 PM, Mathew wrote: I think I ran into it when I first built our system about 1.5 years ago. I just played with the layout until I found the right widths so that it didn't happen. Any memories of exactly what you tweaked? Thanks, Steve Stephen Turner Senior

Re: [rt-users] Default Queue???

At Monday 4/14/2008 03:39 PM, Aaron Sallade wrote: In 3.6.6 it is at /html/Elements/SelectQueue I just tried it and it works great. Be careful - SelectQueue is also used in a few places other than the 'new ticket' drop down. If you only want to change the default in the 'new ticket' drop down

Re: [rt-users] Default Queue???

At Monday 4/14/2008 03:58 PM, Aaron Sallade wrote: I did not see the spot for default there. Am I missing it? I think if you do this (in SelectNewTicketQueue), it should work: /Elements/SelectQueue, Name = 'Queue', %ARGS, ShowNullOption = 0, ShowAllQueues = 0, Default = nnn where nnn is

Re: [rt-users] SOLVED? LDAP_INVALID_CREDENTIALS error with 'ExternalAuth' extension

At Friday 4/11/2008 12:50 PM, Kenneth Crocker wrote: Mike, Pedro, The problem I'm having with autocreate is that when an email address is added to some correspondence in the CC field, then RT adds the entire email address as a privleged user instead of unprivileged. Once that

Re: [rt-users] imports with the offline tool not taking resolved date

to be active when you are working with tickets day-to-day. Steve Stephen Turner Senior Programmer/Analyst - SAIS MIT Information Services and Technology (IST) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http

Re: [rt-users] Urgent request for aid - Set created date on import?

At Wednesday 4/9/2008 02:09 PM, Aaron Sallade wrote: Hi all, We are down to the last little hurdle for an import of 20,000 tickets from a commercial system. I need to be able to set the Created date, as opposed to it showing as created Now(). I currently have the value in Starts so if it can be

Re: [rt-users] CF question

At Wednesday 4/9/2008 03:02 PM, Kenneth Crocker wrote: To all, I have a Custom Field that has a user id as it's value. I need to pull the email address for that user and use it as the To: address in a template. I suppose I could have just put the user id's email address in the CF and

Re: [rt-users] Promoting a non-privileged user to a privileged user

this working. Paulo, If you have an RT::User object (e.g. $user ) you can do this to make the user privileged: $user-SetPrivileged(1); Steve Stephen Turner Senior Programmer/Analyst - SAIS MIT Information Services and Technology (IST) ___ http

Re: [rt-users] adding custom filed value to email

Now I suck! $Ticket-FirstCustomFieldValue($field_name); Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets

Re: [rt-users] Upgrade Oracle to 10g r2

At Monday 3/17/2008 03:43 PM, Joe Casadonte wrote: On 3/17/2008 2:40 PM, Kenneth Crocker wrote: Does anyone know if there is an RT problem related to upgrading Oracle DB to 10g r2? We're running 3.6.4 and planning to do that but I wanted to see if that would cause any RT problems.

Re: [rt-users] CreateChildTicket

At Friday 3/7/2008 06:38 PM, Mathew wrote: Is this right? Put into /usr/local/share/request-tracker3.6/html/Callbacks/LOCAL/Ticket/Elements/ShowTransaction Should that be /usr/local/rt3/local/share/request...? Mathew, Whatever your RT home directory is, your callback should go under

Re: [rt-users] Mandatory Custom Field

): '(?#Date-Optional MM/DD/YY)^(((0)?[1-9]|1[0-2])\/((0)?[1-9]|[12][0-9]|3[01])\/([12][0-9])?[0-9][0-9])?$', It's the final '?' that makes this optional - without it, the field is mandatory. Steve Stephen Turner Senior Programmer/Analyst - SAIS MIT Information Services and Technology (IST

Re: [rt-users] On Queue Change, what queue scrip acts?

At Wednesday 3/5/2008 11:05 PM, lgrella wrote: I am trying to set up scrips for my queues so that when a queue is changed, the owner in the new queue is set to a default queue owner for that new queue. It is not working. I have some questions about when the scrips are runWhen the

Re: [rt-users] On Queue Change, what queue scrip acts?

At Thursday 3/6/2008 10:20 AM, Laura Grella wrote: Thank you so much for your reply. It actually works, but the way I was testing it was making me think it didn't. If the ticket changed to a queue where the owner had rights in the new queue also, it didn't change the owner to the default. At

Re: [rt-users] Query in script not working

Quoting Mathew Snyder [EMAIL PROTECTED]: I'm trying to get all of the tickets which, for any given day, were LastUpdated 'yesterday'. When I do a search within RT using LastUpdated = '2008-02-24' AND ( Queue = 'CustomerCare' OR Queue = 'TechOps' ) I'm shown 8 tickets. However, when I

Re: [rt-users] Query in script not working

Quoting Mathew Snyder [EMAIL PROTECTED]: I've got the dates working. However, the tickets retrieved are still based on the day starting at 05:00:00 and ending the following morning at the same time. How can I tell it to only return tickets from between 00:00:00 and 23:59:00? Mathew

Re: [rt-users] Downloading query results to spreadsheet

At Wednesday 2/20/2008 04:25 PM, Kenneth Crocker wrote: Stephen, HA! I got it working. I had failed to copy modify the ScrubHTML fiel. The titles line up with the data fine now. The only problem I have now is that the ticket link data doesn't display correctly. I get subject,

Re: [rt-users] Downloading query results to spreadsheet

At Tuesday 2/19/2008 12:53 PM, Kenneth Crocker wrote: Stephen, thanks. I'm definitely going to look at it. I had modified the default set of columns in my local directory for this very purpose. It seems a waste of time to have to delete any unwanted columns one at a time and then

Re: [rt-users] RT Reporting - We need your wishlists

that facilitates easier reporting. We are almost ready for production on this. Some obstacles remain, though - custom fields are hard, and multiple requestors muddy the waters. Thanks, Steve Stephen Turner Senior Programmer/Analyst - SAIS MIT Information Services and Technology (IST

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