[rt-users] Are stepwise RT upgrades necessary

We're running RT 4.0 on our production server. Is it necessary to upgrade to each point release to get to 4.0.3, or can we go from 4.0 -- 4.0.3 in one step? -Tim -- Tim Wilson Twin Cities, Minnesota, USA online: timwilson.info ph: 763.515.4960 -- RT Training London, March 19-20 and Dallas May

[rt-users] Disallowing ticket creation in a certain queue from SelfService

interface for unprivileged users? -Tim -- Tim Wilson Twin Cities, Minnesota, USA online: timwilson.info ph: 763.515.4960 -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training

[rt-users] Drop-down menu for Owner field disappeared

RT suddenly stopped showing a drop-down menu for the Owner field today. It's just a regular text box now. You can still type in it, and the autocomplete works, but the drop-down is gone. We're running 4.2.0. There's no difference in behavior in different browsers. Any suggestions? -- Tim Wilson

Re: [rt-users] printable work order

creates a stripped down view of a ticket that prints pretty nicely. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us

Re: [rt-users] Problem in Configuration

unless the issue isn't actually resolved. It becomes a training issue for the users who need to be made to understand that they don't need to say thanks. If they want to express their thanks, encourage them to send cookies to the techs instead. :-) -Tim -- Tim Wilson, Director of Technology

Re: [rt-users] 2 emails 2 different responses

to help create the workflow that I need. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us ___ http://lists.bestpractical.com

Re: [rt-users] [Fwd: Create Ticket but only if Custom Field is...]

configuration screen in RT and looking at the URL. The end of the URL will contain the numeric ID of the custom field. --snip-- FIELD_ID is a numeric value that you need to find by inspecting the URL in the browser. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools

Re: [rt-users] Create Ticket but only if Custom Field is...

/OnCustomFieldValueChange At the bottom you'll find the solution that worked best for me when I need to trigger a scrip on a particular value of a custom field. Good luck. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax

Re: [rt-users] changing the look and feel of RT tickets

://wiki.bestpractical.com/view/CleanlyCustomizeRT BTW, it's probably not terribly useful to send mail directly to Jesse, Ruslan, or the rt-users-request address. Post your questions here, and you'll have the best chance of a reply. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose

Re: [rt-users] changing the look and feel of RT tickets

-- Karl Boyken, system administrator [EMAIL PROTECTED] 303A MLH, Dept. of Comp. Sci. http://www.cs.uiowa.edu/~boyken/ The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) 319-335-3668 (fax) -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE

Re: [rt-users] ExtractCustomField Regexp Help Needed

body. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt

[rt-users] Triggering scrips on add/delete Ccs

TransactionObj-Type?) Hoping someone has a clue they can loan me, Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us ___ http

Re: [rt-users] Triggering scrips on add/delete Ccs

this: return undef unless ( $self-TransactionObj-Type-AddWatcher(Type=Cc ); return 1; -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us

Re: [rt-users] Triggering scrips on add/delete Ccs

value is the user id of the person added as CC. Thanks to everyone who responded to my original question. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us

Re: [rt-users] Loops and too much tickets

the existance in RT, is it possible? José, Take a look at RTx-Shredder: http://search.cpan.org/~ruz/RTx-Shredder/ That should do it. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http

[rt-users] Showing initial request in template

who attaches her vcard to all of her emails. This bit of perl is printing her vcard in the email instead of the original text of her message. Any idea how I can have this template ignore the vcard? -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE

RE: [rt-users] Showing initial request in template

for the sake of brevity. The scrip in question gets triggered on a custom field change, not on create. That's why I need to look at the first bit of content. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax

[rt-users] Accessing requestors' names

Hey all, Is it possible to print the full name of a ticket's requestor in a template? Bonus points for gracefully handling multiple requestors. :-) -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax

Re: [rt-users] Seeking notification method advice

get the info from your LDAP query (BHS), use it to get the e- mail address of each member of the BHS group, then send your notification to the resulting e- mail list. 3. As techs come and go, just update the group membership. Have fun! Gene At 08:04 PM 8/21/2007, Tim Wilson wrote: Hi

Re: [rt-users] Seeking notification method advice

. Any help would be greatly appreciated. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us ___ http

Re: [rt-users] Need LDAP scrip help: using a switch statement

On Tue, Aug 21, 2007 at 11:07 AM, in message [EMAIL PROTECTED], David Narayan [EMAIL PROTECTED] wrote: On 8/20/07, Tim Wilson [EMAIL PROTECTED] wrote: I'm trying to adapt the set custom field with LDAP query scrip example from the RT book, and I'm stuck. I'm hoping someone has a suggestion

[rt-users] Seeking notification method advice

for each of the techs? http://wiki.bestpractical.com/view/SendEmailAction I'd love to hear what some of you think. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us

[rt-users] Need LDAP scrip help: using a switch statement

field get set when a new ticket comes in. Running RT 3.6.3 on Ubuntu with MySQL 5.0.22 and apache-ssl 1.3.34 -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us

[rt-users] Seeking custom RT script development

else to develop the script for me. Is that kind of thing OK to post on the list? Maybe we could use [RFP] or [JOB] in the subject line to differentiate them. Do we need an RT marketplace somewhere to this purpose? Jesse, other RT gurus, I'm open to suggestions. -Tim -- Tim Wilson, Director

Re: [rt-users] show custom field value in emails

/index.cgi?AddCustomFieldsValuesToMail -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us ___ http://lists.bestpractical.com/cgi

[rt-users] Adding an entire group as ticket Cc

. I've posted a screenshot here: http://technosavvy.org/wp-content/uploads/RT_modify_people.jpg Any thoughts? This is RT 3.6.3 running on Linux with apache-ssl and mod_perl. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph

Re: [rt-users] How to read custom email headers

it in the ScripActions section at: http://wiki.bestpractical.com/index.cgi?Contributions -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us

[rt-users] Using custom conditions with custom fields

triggered when the Bar custom field is modified. I only want this to run when Foo is set to Baz regardless of the value of Bar and whether it was changed. It would seem that I need a way to have the scrip ignore changes to custom fields other than Foo. Is this possible? -Tim -- Tim Wilson

Re: [rt-users] Using custom conditions with custom fields

-- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us Todd Chapman [EMAIL PROTECTED] 12/22/06 4:56 PM On Fri, Dec 22, 2006 at 01:31:09PM -0600, Tim Wilson wrote: Hi all, I

Re: [rt-users] Apache SSL for RT 3.6.1

is dedicated to RT so it was quite easy to set up. I'm still working on getting non-secure URLs to redirect to the secure ones transparently. I've tried several different mod_rewrite approaches without success. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE

Re: [rt-users] eDirectory authentication and creation

. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Re: [rt-users] change RT logging from /var/log/messages

at changing them. You can definitely specify and separate log for RT. I believe you'll have to 'touch' the file before RT will start writing to it. (Could be wrong about that.) Good luck. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN

Re: [rt-users] database on separate system

--help to get a list of all the available options. I installed on Ubuntu 6.06, but I followed the directions at http://wiki.bestpractical.com/index.cgi?DebianStableInstallGuide which worked quite well with only minor modifications. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover

[rt-users] LDAP Auth to Novell eDirectory (working... kinda)

NDS error: password expired (-223). I've disabled the grace login feature for now, but that's not an effective long-term solution. I'd love to hear some suggestions. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph

Re: [rt-users] writing a custom ticket submission form..?

.. I opted for a soap service to create/update and display tickets using soap::lite. Roy, I'd love to know more about this. What does your system look like from the users' perspective. What kind of immediate feedback do they get? -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover

[rt-users] [WIKI] Using RT to implement ITIL processes

Hi all, Any interest in creating a section in the wiki dedicated to documenting how RT can be used to implement ITIL processes? Seems like a good fit to me. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax