At Friday 3/23/2007 07:34 PM, Gene LeDuc wrote:
Hi All,
I want a scrip to use both a User Defined action and a template. My
understanding is that selecting User Defined for the action means
that the template won't get run. It would be nice to run my prep
code to modify a ticket, launch the
At Monday 3/26/2007 12:20 PM, Gene LeDuc wrote:
Hi Stephen,
How do I get the user-defined action to result in an e-mail so that
the template is used? The reason I used launch in my original
post (when referring to my templates) is that I've had to embed a
bunch of code that modifies the
At Friday 3/23/2007 03:37 PM, Kenneth Crocker wrote:
To all,
I am creating a new scrip with the condition on status
change and additional condition code of:
return 0 ( $self-TicketObj-Status eq 'open' );
return 0 ( $self-TicketObj-Status eq 'deleted' );
return 0 (
At Friday 3/23/2007 03:37 PM, Kenneth Crocker wrote:
To all,
I am creating a new scrip with the condition on status
change and additional condition code of:
return 0 ( $self-TicketObj-Status eq 'open' );
return 0 ( $self-TicketObj-Status eq 'deleted' );
return 0 (
At Tuesday 3/20/2007 11:57 AM, Joe Casadonte wrote:
On 3/19/2007 10:24 AM, Stephen Turner wrote:
Joe -
There's a group right 'EditSavedSearches' that can be applied to a
group (in 3.4.2 at least). Does that not control what you want to do?
Unfortunately, no. I want to enable saved queries
At Friday 3/9/2007 08:37 AM, Krieg, Alexander wrote:
Hi everybody,
sorry i think in my last email i didn't see clearly the through the
right management.
What i mean is, how to give inside the Queue 'testqueue' the Group
'testgroup' a queueright e.g. 'SeeQueue' or 'showTicket'
Alexander,
At Monday 3/5/2007 03:08 AM, Brian Kjelin Olsen wrote:
Please - Any clues?
It would be most appreciated.
Med venlig hilsen / Best regards
Brian Kjelin Olsen
Schilling A/S
-Oprindelig meddelelse-
Fra: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED]
På vegne af Brian Kjelin Olsen
Sendt:
At Wednesday 2/28/2007 02:29 PM, Jesse Vincent wrote:
I'd love to submit RT to Google's Summer of Code this summer. It's
probably time to start brainstorming projects.
What would you like to do/see done as part of a RT summer of code
project?
Jesse
A few ideas-
- Remote API.
-
At Monday 2/26/2007 11:02 AM, Loos, Christian wrote:
Hello,
ich take the script from wiki
http://wiki.bestpractical.com/index.cgi?AutoSetOwner an modified it.
My script looks like:
condition: on resolve
action: user defined
template: global template: blank
stage: transaction create
custom
At Wednesday 2/21/2007 03:35 PM, Dalal, Kamber Z (Kamber) wrote:
Steve,
Thank you for the assistance. Please excuse my ignorance,
In the wiki you mentioned:
One limitation is that the transaction object can't be used in the
template - I just pass in a blank transaction object to the template
At Thursday 2/22/2007 03:37 PM, Ben Ruset wrote:
The only template that I have changed was just the autoreply one, and
that was just slight rewording.
Am I right in assuming that the workflow of tickets should work like
this:
1. User sends a helpdesk request
2. RT sends an autoresponse
3. User
At Thursday 2/22/2007 04:00 PM, Ben Ruset wrote:
I'm using the default scrips that come with RT. I added another for
testing purposes. There are all from the global config -- I have nothing
specifically customized for an individual queue.
On Correspond Notify Requestors and Ccs with template
At Wednesday 2/21/2007 11:55 AM, Dalal, Kamber Z (Kamber) wrote:
In RT Wiki, Steve Turner has posted, Apr. 6th, 2006, code for
canned responses in two Callback files.
I am new to RT and need assistance for the following:
What is meant by:
.../local/html/Callbacks/whatever/Ticket/
for I do
At Thursday 2/15/2007 01:42 PM, Kenneth Crocker wrote:
To all,
I am
trying to determine if a ticket is being created via E_mail and if so
move the subject to a custom field named Description. I tried
to use this code as follows:
Bob Goldstein wrote:
On Wed, Jan 31, 2007 at 10:04:39AM +1100, Taan Lindemans wrote:
Does anybody else think it would be useful if the Quick Search list
could be modified to include saved searches on a per user basis?
I think that this might want to be another portlet, but I'd love to see
it
Scott T. Hildreth wrote:
I renamed a Queue, but the old Queue name is in the drop down list
for the Search page. I tried stopping starting Apache, but the
old Queue name is still in the drop down list. Is this a cache that
needs to be cleaned out?
Thanks.
Does log out/in do it?
Steve
Todd Chapman wrote:
You can do that with scrips. No custom code needed either.
On Thu, Feb 01, 2007 at 02:31:17PM -0700, Nick Metrowsky wrote:
Hi Everyone,
Anyone know the procedure to set things up such that when the ticket
owner is changes, that the requestor is sent an e-mail message
Stephen Turner
Senior Programmer/Analyst - Client Support Services
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
method assumes? If so, is this a problem
in the incoming email interface - i.e. is it storing the attachments from
incoming email incorrectly?
RT.2.4.2
Thanks,
Steve
Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services
is the problem.
Regards
Marek
Marek,
Are you the requestor when notifications don't get sent? If so, check on the
wiki for NotifyActor.
Steve
Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services and Technology (IST
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf
Of Mathew Snyder
Sent: Friday, January 12, 2007 2:25 AM
To: RT Users
Subject: [rt-users] CustomFieldValues vs ObjectCustomFieldValues
According to the RT book, CustomFieldValues holds the list of
Good luck,
Steve
Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services and Technology (IST)
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community
Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services and Technology (IST)
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
requestors. (I can't say
if this has changed in 3.6.3 as I don't have that code yet.) Could it be
that you are working with privileged requestors now?
Steve
Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services
this to appear for all users?
Sure - we did this. Make a copy of this element and put it at:
local/html/Tickets/Elements/ShowRequestor
From this copy, remove the line that says:
next if $requestor-Privileged;
Good luck
Steve
Stephen Turner
Senior
whatever
As in Jason's example, the template has the email addresses hard-coded at
the top.
Steve
Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services and Technology (IST
Hi Torsten,
How goes it? Which version of RT are you using? This works differently in
3.4 and 3.6.
Steve
Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services and Technology (IST
From: Torsten Brumm [mailto:[EMAIL PROTECTED]
Sent: Tuesday, December 12, 2006 9:31 AM
To: [EMAIL PROTECTED]
Cc: RT Users
Subject: Re: [rt-users] Bulk Ticket Update Question
Hi Stephen,
Hey Torsten,
its going worse at this moment ;-). we
Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services and Technology (IST)
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support
That $dbh is for a separate database for storing feedback forms sent
out to people that have used our help desk. Any changes to the RT
database, I am doing through the RT interface. my $sth =
$dbh-prepare(SELECT * FROM new_survey(?,?,?)); actually
inserts into
the feedback database, and
CF?
Steve
Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services and Technology (IST)
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help
Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services and Technology (IST)
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http
***
Bijayant,
To notify admins when tickets are created, you can create a new scrip for
the queue:
On create notify AdminCcs using template transaction
And add the people to be notified as AdminCc watchers for the queue.
Steve
Stephen Turner
Senior Programmer
-Original Message-
From: Mathew Snyder [mailto:[EMAIL PROTECTED]
Sent: Wednesday, November 29, 2006 4:29 AM
To: [EMAIL PROTECTED]
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Pulling CustomFieldValues
Steve,
This is the code I now have:
my $cf =
-Original Message-
From: John Arends [mailto:[EMAIL PROTECTED]
Sent: Wednesday, November 29, 2006 10:04 AM
To: [EMAIL PROTECTED]; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Multiple Authentication Schemes
How well does RT handle having slightly different URLs? You
-Original Message-
From: Tomasz Wlodek [mailto:[EMAIL PROTECTED]
Sent: Wednesday, November 29, 2006 10:24 AM
To: Stephen Turner
Cc: 'John Arends'; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Multiple Authentication Schemes
And how do you deal with multiple user
there's a simple solution. What
would be nice is a user merge function that works like a ticket merge.
Steve
Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services and Technology (IST
(444 perhaps) using RT's
username/password authentication and have mailgate talk to that URL.
- Make Apache accept port 80 connections only from the localhost and use the
localhost URL in the mail config.
Steve
Stephen Turner
Senior Programmer/Analyst
-Original Message-
From: Jesse Vincent [mailto:[EMAIL PROTECTED]
I believe that the CSS-based layout in 3.6 significantly
improves this.
-j
Hi,
I just did a quick test - we are still on 3.4.2, but I have a 3.6.1 setup I
can play with.
It is an improvement, but I don't
where you see something like
$m-comp( '/Elements/Callback', etc
In your case the SkipTransaction callback is invoked from the
/Ticket/Elements/ShowHistory component, so this is how the callback path
should be formed.
Steve
Stephen Turner
Senior
,
Steve
Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services and Technology (IST)
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http
Quoting Mathew Snyder [EMAIL PROTECTED]:
Yeah, I commented it out and it ran find. I'm guessing though, that all the
errors that I'm getting:
[Sun Nov 19 08:59:35 2006] [err]: RT::User=HASH(0xaea2ed4) was
created without a
CurrentUser 1 (/usr/local/rt-3.6.1/lib/RT/Base.pm:92)
are from not
and updates user info every night from an
external source, so if that's what you are after, it's definitely doable.
Good luck,
Steve
Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services and Technology (IST
updates/inserts for you - no need to worry about
updating database tables yourself.
Steve
Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services and Technology (IST
should investigate the mason component
that displays the list of unowned tickets and see if there's a callback in
there that would help. If not, make a copy of the element and add in the
spam link.
Good luck,
Steve
Stephen Turner
Senior Programmer/Analyst
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf
Of [EMAIL PROTECTED]
Sent: Thursday, November 09, 2006 1:04 PM
To: [EMAIL PROTECTED]; [EMAIL PROTECTED];
rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Adding a Spam Link on Main Page
I
complex just for this simple
functionality.
Steve
Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services and Technology (IST)
___
http://lists.bestpractical.com/cgi-bin
Tabs file.
Steve
Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services and Technology (IST)
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community
just a column in a table.
If you're considering sql deletes, you risk hosing your database if
you don't get all the connections right. I'd highly recommend writing
a perl script that uses the RT API for this kind of work.
Steve
Stephen Turner
Senior Programmer/Analyst - Client Support
to delete transactions - so you could write a perl
script to do that and get the ticket into a state that you can load it in
the web interface.
Given a transaction object $Transaction, the deletion is simply:
$Transaction-Delete();
Good luck -
Steve
Stephen
as an AdminCc. You'll need to make sure that the
AdminCc role has update rights to tickets through the queue's Group Rights
screen (or if it's right for you, through Global Group Rights).
Steve
Stephen Turner
Senior Programmer/Analyst - Client Support Services
-Original Message-
Thanks to all who have assisted me in getting started with callbacks.
While I understand the principle by which the mechanism works, I'm not
getting what I expect, at all. I'm running this on RT 3.6.1.
My callback code is called from Ticket/ShowHistory:
while
.
Good luck,
Steve
Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services and Technology (IST)
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
the deleted values (i.e. where Disabled is not 1)?
Steve
--
Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services and Technology (IST)
___
http://lists.bestpractical.com
At Friday 9/29/2006 10:08 AM, André Luiz Fré wrote:
Hi, All!
I'm having errors with Saved Searchs, as
described in http://wiki.bestpractical.com/index.cgi?HomePageSavedSearches
I use RT 3.4.5 and I just want to know if
upgrading my DBIx::SearchBuilder from version
1.38 to the latest one
object,
but the component gets a string with the username instead.
I don't know why this would happen, but renaming the arg we pass to
the component to User seems to fix the problem.
Steve
At Thursday 9/28/2006 02:19 PM, Stephen Turner wrote:
Hello,
I'm trying to figure out a strange problem
At Wednesday 9/27/2006 07:18 PM, Joe Auty wrote:
I'm no longer getting my auto reply emails attempted when I create
tickets, and email to requestors is no longer attempted (nor am I
told that email will be sent to the requestors).
What sorts of things could cause this problem? My NotifyActor
/%ARGS
Can anyone think why $user transforms from a User object into a
string? I'm wondering if there's some kind of name collision between
the 'user' field entered on the login screen and my argument name.
Thanks,
Steve
Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT
At Friday 9/22/2006 01:28 PM, Roy El-Hames wrote:
Hi;
RT-3.6.1
I would like to expand Quickcreate section to include requestor and
text area for problem description (I noticed in QuickCreate someone
did start on this but it commented out) ..
Its easy enough to process the requestor in
At Thursday 9/21/2006 09:39 AM, [EMAIL PROTECTED] wrote:
We want to start tracking change request documents in RT. In order to do
this, we want to create a custom form that has multiple input textarea boxes
to make sure that we collect all of the necessary information. I'd like to
massage the
At Saturday 9/16/2006 11:49 PM, you wrote:
There was one reply to my question but there weren't any details on how
it was done or if it was actually what I was looking for.
I have a custom field that details customer profile names. Recently, a
profile name has changed and we need the change
At Wednesday 9/13/2006 06:42 PM, Ole Craig wrote:
(3.6.0/mysql4/CentOS)
From a template, how can I get at the value of a specific header in the
first email message in a ticket? I know how to get it in a scrip:
my $trans = $self-TransactionObj;
my $msgattr = $trans-Message-First;
my $headerval
At Tuesday 9/12/2006 05:57 PM, Jared Hanks wrote:
Hello,
I'm using the Query Builder in RT and would like to create a report
for tickets created in the last 7 days. I'm able to get the report
to look the way I want, but just am unable to generate this for the
last 7 days. I can use a
Hello,
Has anyone moved data from an RT system to a data warehouse for
reporting purposes? If so, would you be willing to share your
experiences? I'm interested in the design of the warehouse data
structures, particularly how to accommodate custom fields.
Thanks,
Steve
Stephen Turner
At Wednesday 8/30/2006 01:07 PM, John McCoy wrote:
I took this one step further and checked to make sure no owner had
been defined first
# Nobody is ID 10 on our system
return 0 unless $self-TicketObj-Owner =~ /^10$/i;
[ Isn't =~ /^10$/i a complicated way of writing == 10 ? ]
If you
At Friday 8/25/2006 10:48 AM, Nathan E. Pralle wrote:
Is there a way to have new ticket creation blocked via email, but
allowed via command line utilities? I ask because we'd like to set
up a system where a CGI script is allowed to create new tickets in
RT and emails to the various queues
At Monday 8/14/2006 09:33 AM, Roy El-Hames wrote:
dev-perl/Apache-Session-1.80-r1 did n't work for me ..
I had rt-3.6.0 installed for few weeks without any of the logout
problems, few days ago we upgraded the system/perl modules and
suddenly this problem appeared .. with every page, So I
At Friday 8/11/2006 11:20 AM, Steve Berg wrote:
Team,
I have a number of my users who need the occasional privileged user
status so they have that box checked in their user profile but they
get confused when they want to submit a ticket the normal way. I
see if they go to
lowercase!
Any ideas?
-Steve
Stephen Turner wrote:
$toptabs-{Za} = { title = 'Self Service',
path = /SelfService,
Steve,
Try putting the full URL in the 'path' bit.
Steve
___
http://lists.bestpractical.com/cgi-bin/mailman
At Wednesday 8/9/2006 10:51 AM, Jim Brandt wrote:
Anyone else still seeing multiple logins, or is something messed up
on my system?
Thanks,
Jim
Jim,
We're still struggling with this, although I haven't been able to try 3.6.
I have something that may be a workaround - I'd be curious to see
At Sunday 7/30/2006 01:14 AM, David Smithson wrote:
There's a datetime field in the Tickets table called 'Told'. What does
it mean? I don't find a description of this documented anywhere. I
know that it is set by clicking 'Last Contact' on the Ticket page, but
it isn't clear to me what the
At Monday 7/24/2006 05:24 PM, Jesse Vincent wrote:
Steve, Don,
Can the two of you give 3.6.1rc1 a shot and see if it solves the
problem for you?
Thanks,
Jesse
Hi Jesse,
I'd love to try, but unfortunately I'm not able to do that in the
near future. For us the problem only occurs in the
At Wednesday 7/19/2006 05:17 AM, Roy El-Hames wrote:
Just a thought for many that have this issue ..do they have ssl
enabled?? My colleague suggested its a certain combination of
mod_ssl and dbd-mysql that maybe causing this issue..
Roy
We are using SSL - haven't tested it with a non-SSL
At Wednesday 7/19/2006 01:40 PM, Todd Chapman wrote:
RTFM.
Or http://wiki.bestpractical.com/index.cgi?CannedReplies
Steve
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial
At Wednesday 7/12/2006 12:21 PM, Jesse Vincent wrote:
We've got a branch of 3.6 with a proper fix for these issues (which
I presume only manifest on MySQL 5. Would anyone like to confirm or
deny that?)
We have this problem with an Oracle 9 database. (RT 3.4.2, mod_perl,
Apache 1.3.26, SSL).
At Monday 6/19/2006 05:37 PM, Bill Chever wrote:
Alrighty then!
This is great information, Stephen. Thanks!
Only one problem - The right I want to revoke is the Let this user access
RT right, not Let this user be granted rights which is what gets changed
by the SetPrivileged. Is there a
At Monday 6/19/2006 02:14 PM, Bill Chever wrote:
Todd,
That's great and thanks for the quick reply. Excuse my ignorance, but how
do I get from the Requestors RT Group to the UserObj? In this case, I'm
assuming only one Requestor.
$self-TicketObj-Requestors- missing this
At Monday 6/19/2006 03:46 PM, Bill Chever wrote:
Steve,
Thanks, but so you'll have to work with that object to pull out the
individual requestors. is exactly what I am having trouble tracking down.
How do I work with the Group object and where would it be documented as to
what objects are
At Thursday 6/8/2006 07:15 PM, you wrote:
Is there a way to see all of the values stored in $Ticket just for
debugging purposes from the template ?
I am having problems calling CustomField values into the template.
I am including this in my templates
At Friday 6/9/2006 08:04 PM, Ole Craig wrote:
Is it possible to provide http and https access to the same RT instance
without running completely separate configuration trees and mason
caches?
I have a setup now where the only difference between the http instance
and the https instance is that
At Monday 6/12/2006 11:46 AM, Stefan Lesicnik wrote:
Hi Guys,
I hope someone can help me. I have two computers both running Gentoo
Linux, PHP 5.1.2 / 5.1.4, perl 5.8.8, perl fcgi 0.67 and RT 3.4.5.
The one machine is using perl, the other using fastcgi. I am
experiencing pretty much the same
At Wednesday 5/24/2006 10:35 AM, Stewart Tranter wrote:
Hi,
As part of an escalation script, I need to add a comment to the
escalated ticket and then CC this comment to another user. I have
created the following code:
CCMessageTo = $queueadmin,
Stewart,
I think
At Tuesday 5/23/2006 11:19 AM, James Lee wrote:
hi,
i have a question on setting up mail gateway for RT.
we're using rt3.2.2 with about 200 queues. is it
possible to setup the gateway so that when someone
reply to a ticket, the gateway would read the subject
of the mail and utilize the ticket
At Tuesday 5/23/2006 04:37 PM, Tomasz Wlodek wrote:
Hi,
As far as I can understand when a new user sends e-mail to RT for the
first time he is created in RT databases, but he cannot logon to RT.
But what should I do if I do not want to create users by e-mail? only
registered users should be
We've just started having multiple, identical, tickets generated by
some mail messages sent to RT. I suspect this is not a problem with
RT, but I just wanted to ask - has anyone encountered this problem before?
Thanks,
Steve
___
At Thursday 5/18/2006 10:31 AM, Jesse Vincent wrote:
Stephen Turner wrote:
We've just started having multiple, identical, tickets generated by some
mail messages sent to RT. I suspect this is not a problem with RT, but I
just wanted to ask - has anyone encountered this problem before?
Yes
At Wednesday 5/10/2006 05:01 PM, John Boris wrote:
Can a scrip be written that will notify a set of users that a ticket has
been created in a queue without assigning the ticket to that user or
making that person an AdminCc? I don't want to send a bunch of
duplicate emails. I want the certain
At Wednesday 5/10/2006 09:57 PM, Peter Collins wrote:
I've got version 3.2.3 right now.
Let's say I have a global scrip that I want to apply to MOST of the queues
but not all. The only way I can see to do this is to delete the scrip from
the global scrip place and then recreate it one by one
At Wednesday 5/3/2006 02:17 PM, Phil Smith III wrote:
We don't think we dare enable auto-user creation due to spam issues.
But the usual flow is like this:
1) User emails [EMAIL PROTECTED] with an issue.
2) One of us creates an RT ticket, then replies, CCing RT, putting
the [ourdomain #nnn]
At Wednesday 5/3/2006 03:44 PM, Phil Smith III wrote:
Well...ok. I'm not clear on a few things:
- How do typos in the Subject: affect this? Typos mean extra
tickets if it doesn't recognize the magic string; what else will they affect?
I just meant what you describe - typos will mean that
At Sunday 4/30/2006 09:38 PM, Davin Flatten wrote:
Ted-
Thanks! I will look into this as a possible solution. Seems to me
though this is a pretty annoying bug that would affect many users,
and I am surprised that no one has addressed it. Once again thank
you for the suggestion.
-Davin
I'm trying to do a search in the Query Builder interface for tickets
with null Told (Last Contacted) date - I can't figure out how to do
it. Does anyone know how?
Thanks,
Steve
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
201 - 292 of 292 matches
Mail list logo
