Re: [rt-users] how to stop search displaying tickets the user doesn't have permission to see in the results

Howdy John, >From my understanding this is a "feature" of RT, There isn't much one can do about it, the settings aren't granular enough to cover what a single user has the right to see, high up on my wish list is something along the lines of what you are looking for, I would love to be able to li

Re: [rt-users] Reqest Tracker CentOS 5.3 setup

Hi Chanty, First thing I notice is you have 2 slashes on your ScriptAlias line. And then the dumb question, as you didn't elaborate. You did reload the apache server after making the changes. What is the output in your error logs when you try to hit your RT server by name? What error does apac

Re: [rt-users] Reqest Tracker CentOS 5.3 setup

Hi Chanty, I shouldn't be doing this at the time of night it is currently... Disregard my ScriptAlias comment... and I have another question... Have you tried hitting rt.abc.com/rt ? Since it seems to work when you hit the server by IP. On Thu, Jul 2, 2009 at 11:51 PM, William Gra

Re: [rt-users] Custom Search

Hello Bahsir, (Owner = 'userB' OR Owner = 'userA') AND (Status = 'Resolved) Pop that into your advanced tab, hit apply, and you are good to go. Thanks, Bill G. On Fri, Jul 3, 2009 at 3:42 AM, Bashir Jahed wrote: > Hi Everone, > > > > I want to do a search based on the following: > > Tickets

[rt-users] RT::Extension::SLA -- problems

Hi all, I am having a problem with the SLA module. Any time we change a due date, The SLA module changes it back to the prescribed due date in the config file. Is there any way to change this behavior? RT Version: 3.8.4 -- Bill Graboyes On Assignment At: Toyota Motor Sales, USA, Inc. Consumer

Re: [rt-users] RT::Extension::SLA -- problems

or less above, where the due date is determined either via the logging and classification of the ticket, or via contact with the requester. Most of the service levels that we have do have very hard due dates, just a couple of categories have soft due dates. Sometimes the due dates need to move,

Re: [rt-users] RT::Extension::SLA -- problems

s implimented, with a manual due date override, the latter would be fairly easy, just some simple time changes and math. Thanks, Bill Graboyes On Mon, Jul 6, 2009 at 1:52 PM, Ruslan Zakirov wrote: > On Mon, Jul 6, 2009 at 10:30 PM, William > Graboyes wrote: > > Hi Ruslan, >

Re: [rt-users] Email Not Been Able To Be Sent On Comment

Varun, Just to be clear, Comments - Internal memo to whom ever, is meant for internal tracking and notation of ticket progression, these are only sent to people who are AdminCC's. Correspondences - reply to CC's, AdminCC's, and requester. This is in most RT installs. In context to your info me

Re: [rt-users] RT for Project Management

Bryan, I've one acronym for you ITIL. It works for supporting huge dotcoms, all the way to small projects. Typically you want queues that pertain to the type of project that is being managed, you can spawn child tickets from parent tickets for use if sending to different groups. etc... Google

[rt-users] RTFM: Remove the [Lookup Host/IP] from tickets.

Hello List, I have users complaining about the RTFM feature that adds inline links for searching for other tickets by a host, while this is extremely useful, it also renders the ticket text useless for copy/pasting. This is really a lame question, but I have been digging for a while, and cannot f

Re: [rt-users] RTFM: Remove the [Lookup Host/IP] from tickets.

Zakirov wrote: > It's RTIR's feature and can be adjusted using MakeClicky config > option. I think these additional clicky things are defined in > RTIR_Config.pm. You can set your clicky set via RT_SiteConfig.pm. > > On Tue, Jul 28, 2009 at 8:11 PM, William > Graboyes wrot

Re: [rt-users] Migrating from Postgres to MySQL

Hi Matt, Raid is not the end-all be-all for disk safety, especially when you step into terabyte class computing, sorry I am taking this a bit off topic. While RAID has it's bonuses, there are drawbacks as well, take your standard RAID 5 setup, 4 Disks, 3 active, 1 Hot Spare. Now lets say that Dis

Re: [rt-users] Attachments missing in RESOLVE email

Hi Miroslav, That is expected behaviour. When one clicks on resolve, it takes them to comment, not reply (correspond), by default comments only go to admincc. Thanks, Bill --Original Message-- From: Miroslav Horvath Sender: rt-users-boun...@lists.bestpractical.com To: rt-users@lists.be

Re: [rt-users] Correspond vs. Comment on resolve

Hi Sean, I can at least point you in the right direction, but I am not sure which one is the correct file. $RTHOME/local/plugins/RT-IR/html/RTIR/Elements/QueueTabs: path => "RTIR/Update.html?Action=Comment&DefaultStatus=resolved&id=$id", $RTHOME/local/plugins/RT-IR/html/RTIR/Elements/QueueTabs: p

Re: [rt-users] Attachments missing in RESOLVE email

Miroslav, Yes, just need to select "Reply to Requestors" from the "Update Type:" Field. Thanks, Bill Graboyes On Thu, Jul 30, 2009 at 10:02 AM, Miroslav Horvath wrote: > > So is there some way how to have attachments in RESOLVE email ? > -- > View this message in context: > http://www.nabble.co

[rt-users] Restrict users from changing a ticket to an InactiveStatus

Hi List, The subject says it all. I have groups of users who are not to be changing the status of a ticket to an inactive status, the question is how to do this? Lets say I have A group called SA and a group called SD. I want SD to be able to set tickets to an inactive state, I want SA to be a

[rt-users] Issue with scrip.

Hi all, I am having a strange issue with a script, I was wondering if those who are a bit more proficient than myself can give me a couple of pointers. The issue is that sometimes, quite regularly actually, it is printing a date that is 1 month behind the current date. this has me very confused,

Re: [rt-users] Issue with scrip.

;LoadByName( Name => $cf_name,); $RT::Logger->debug( "Loaded \$CF_Obj->Name = ". $CF_Obj->Name() ."\n" ); $CF_Obj->AddValueForObject( Object => $self->TicketObj, Content => $cf_value, ); 1; Thanks, Bill G. On Tue, Sep 1, 2009 at 11:35 AM,

Re: [rt-users] Problem calling a custom scrip

Hi Scott, A couple of quick questions, from the logs it looks like the condition to run your scrip is not being met, what do you have set for the condition of your scrip? and What part of the transaction are you attaching the scrip to? Thanks, Bill G. william.grabo...@theportalgrp.com On Mon, Se

Re: [rt-users] RT::Extension::SLA -- problems

Hi All, I finally got time to come up with a solution to the problem I was having. sub IsApplicable { my $self = shift; return 0 unless $self->SLAIsApplied; my $type = $self->TransactionObj->Type; if ( $type eq 'Create' || $type eq 'Correspond' ) { if ($self->TicketObj->F

[rt-users] Problem with zip files in RT 3.8.4

Hello list, I am having an interesting problem, I haven't noticed it until recently. But when trying to attach larger zip files, RT is saving them with plain/text header information??? but here comes the fun part. Before being uploaded the files are 1.5~2.5 megs, downloading the files (right cli

Re: [rt-users] Error in viewing one ticket

Hi Scott, I have seen that happen when there is a missing user, or the Principals table is out of whack. It is hard to tell with the information that is given though. Did you happen to do a partial database migration? Are you running a cron job that is removing users? Are you acting directly in t

[rt-users] Trying to auto include RTFM article based on tab click.

Hi List, I believe I have the proper method (or not). {$RT Host name}/rt3/Ticket/Update.html?Action=Comment&id={$ticketNumber}&RTFM-Include-Article-Named={$article} Now when I include the desired article, I have a problem with the way it is displaying in the FSCK editor Such as Follows: Hi

Re: [rt-users] Trying to auto include RTFM article based on tab click.

look like html source instead of wysiwyg. Thanks, Bill On Thu, Dec 3, 2009 at 9:57 AM, Kevin Falcone wrote: > On Thu, Dec 03, 2009 at 09:31:13AM -0800, William Graboyes wrote: > >Hi List, > > > >I believe I have the proper method (or not). > > > >

Re: [rt-users] Trying to auto include RTFM article based on tab click.

Kevin, You Da Man, That worked perfectly. Thanks for the quick help, Bill On Thu, Dec 3, 2009 at 10:17 AM, Kevin Falcone wrote: > FCKeditorEncoded=1 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.b

Re: [rt-users] Custom fields in search results

Hi Jake, When you have custom fields assigned to a On Thu, Dec 3, 2009 at 11:02 AM, elsif wrote: > RT 3.8.5 on FreeBSD 6.2 using Apache 2.2.6 > > How can I have the search functions search and display custom fields? > > The page here: > http://wiki.bestpractical.com/view/DisplayCustomFieldsInTi

Re: [rt-users] Custom fields in search results

a qualified queue. Thanks, Bill On Fri, Dec 4, 2009 at 9:35 AM, William Graboyes < william.grabo...@theportalgrp.com> wrote: > Hi Jake, > > When you have custom fields assigned to a > > On Thu, Dec 3, 2009 at 11:02 AM, elsif wrote: > >> RT 3.8.5 on FreeBSD 6.2 usin

Re: [rt-users] Undefined value using RT::Authen::ExternalAuth::LDAP

Hi Matt, This is nothing more than an uneducated guess, so take it as a grain of salt, Could it possibly have something to do with writing/maintaining the cookie/session? Thanks, Bill On Mon, Dec 21, 2009 at 12:17 PM, Matt Adams < matt.ad...@cypressinteractive.com> wrote: > Mike Peachey wrote:

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

Hi Tyler, What version of rt are you using? Thanks, Bill On Mon, Jan 4, 2010 at 12:48 PM, Tyler Hall wrote: > Some kind of readable text. > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpr

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

PM, Tyler Hall wrote: > 3.8.2 > > > On Mon, Jan 4, 2010 at 1:57 PM, William Graboyes > wrote: > > Hi Tyler, > > > > What version of rt are you using? > > > > Thanks, > > Bill > > > > > > On Mon, J

Re: [rt-users] Another RT::Authen::ExternalAuth question

Hi Mike, Purely from a log file perspective, I know nothing about external auth, it is saying that the column USERS doesn't exist in the table cachemgmt. It looks like it is trying to then recover gracefully, instead of puking all over itself and refusing to allow you to log in. Again purely fro

Re: [rt-users] Another RT::Authen::ExternalAuth question

The database name is cashmgt and the table name is USERS, > rather than table and column names. In any case, the table does exist. > > Mike > > >>> William Graboyes 1/13/2010 5:30 PM > >>> > Hi Mike, > > Purely from a log file perspective, I know nothing abo

Re: [rt-users] Another RT::Authen::ExternalAuth question

ess to that > database? > > Just trying to help. > > Thanks, > Bill > > On Wed, Jan 13, 2010 at 2:36 PM, Michael James > wrote: > > > Thanks, Bill. The database name is cashmgt and the table name is USERS, > > rather than table and column names. In any

Re: [rt-users] Due dates based on custom fields

Hi Jose, Check out the RT::SLA add on works great, and is easy to set up. On Tue, Jan 19, 2010 at 8:54 PM, Jose de Paula Eufrasio Junior < jose.jun...@gmail.com> wrote: > So, I want to use custom fields to classify the tickets on the support > queue as some pre-defined services. Each service ha

Re: [rt-users] Due dates based on custom fields

Hi Jose, Damn laptop, clicked send before I was ready. at any rate the SLA extension is per ticket, you can also have defaults based on queue. thanks, Bill On Tue, Jan 19, 2010 at 9:22 PM, William Graboyes < william.grabo...@theportalgrp.com> wrote: > Hi Jose, > > > Check o

Re: [rt-users] How to reset ticket # counter

Hi, What database are you using? MySQL: truncate table Tickets; truncate table Transactions; truncate table ObjectCustomFieldValues; truncate table Attachments. Other Databeses, I don't know. Please note that truncate is a dangerous command, and literally deletes all information in the tables s

Re: [rt-users] Upgraded and now having to login on every link in RT

Hi Kevin, I have a dumb question, Have you had your users clear their cache/cookies? I remember I had a similar problem on a recent upgrade, and a having the users clear their cache seemed to fix the problem. Also, do you have any log excerpts that you can share with us? Thanks, Bill On Wed, Fe

Re: [rt-users] "homepage refresh interval" under preferences

Works for me 3.8.4 Bill On Wed, Apr 14, 2010 at 15:16, psminusaxl wrote: > Thanks Ken for the feedback. :) I will opt for upgrading if there is no > other way around. > > > On Wed, Apr 14, 2010 at 2:35 PM, Kenneth Marshall wrote: > >> It works for me on version 3.8.5. >> >> Cheers, >> Ken >>

[rt-users] Spreadsheet Custom Fields not Aligned.

Hi List, We just upgraded our RT system to 3.8.7 from 3.8.4. Now when we export a spreadsheet none of the custom fields are aligned with the proper field. Which is confusing to say the least. I was wondering if there something simple that we may have missed? Has anyone seen this before? I vagu

Re: [rt-users] Spreadsheet Custom Fields not Aligned.

Jesper, Thanks for the help on that one. I'll give it a shot as soon as I get to work. On Apr 20, 2010 12:18 AM, "Jesper Henriksen" wrote: On Mon, Apr 19, 2010 at 05:03:10PM -0700, William Graboyes wrote: > We just upgraded our RT system t... I ran into that very same prob

Re: [rt-users] Spreadsheet Custom Fields not Aligned.

Yes that worked perfectly! Thanks. Bill On Tue, Apr 20, 2010 at 07:46, William Graboyes < william.grabo...@theportalgrp.com> wrote: > Jesper, > > Thanks for the help on that one. I'll give it a shot as soon as I get to > work. > > On Apr 20, 2010 12:18 AM, "Je

Re: [rt-users] Simple search for nobody broken in 3.8.6?

Hi Jerrad, We are using 3.8.7, and the following query runs on the dashboard of every service desk tech: Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open') Works as expected. (Note we have not made any changes to this since 3.8.2). Thanks, Bill Discover RT's hidden secrets with RT Ess

Re: [rt-users] CPU Wait Maxed Out

Hi Eriks, Do you know what process is taking up the cpu? I know that wa is a process that is waiting for i/o. But I think knowing which process or processes are causing these problems may help to point in the right direction. Thanks, Bill On Mon, May 31, 2010 at 22:52, Eriks Goodwin-Pfister wr

Re: [rt-users] Spawn multiple child tickets

Hi, There is a scrip for doing something close to this on the wiki ( http://wiki.bestpractical.com). Have a look there. Actually, I remembered it being named something that most wouldn't search for so here is the link: http://wiki.bestpractical.com/view/Workflow Thanks, Bill On Wed, Jun 2, 201

Re: [rt-users] Due date default time

Hi Jim, check out the extension RT::Extension::SLA... I know you said there is no set SLA on the requests, you can have it set the due date to 24hours out. If you need another date (extension of time if you will) you may have to modify the core of the code a little bit. Thanks, Bill On Wed, Jun

Re: [rt-users] RT3.8.8 causes Apache to crash

Hi Bevan, Have you checked the apache log files for errors? That would greatly assist people trying to assist you. Thanks, Bill On Mon, Jun 28, 2010 at 10:45, Bevan Agard wrote: > Guys >I seem to be having a problem with RT 3.8.8. where it crashes apache. I > am >using a fresh instal

[rt-users] Mysql queries slow

Hi List, As an example of what I am talking about the query `select count(id) from Attachments;` The returned result is 174039, but it takes 39.1549 seconds to return that simple query. The Transactions table returns 343259 in .4358 seconds. Does anyone have some optimization tips beyond what

Re: [rt-users] Mysql queries slow

help. I have applied all the mysql tuning tricks I know to it. Thanks, Bill On Thu, Jul 22, 2010 at 06:09, Kenneth Marshall wrote: > On Wed, Jul 21, 2010 at 06:19:51PM -0700, William Graboyes wrote: > > Hi List, > > > > As an example of what I am talking about the q