Highlighting tickets with a reply

Giuseppe_Sollazzo · February 6, 2012, 2:53pm

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Hi there,
a colleague here has asked me a question I’m not totally sure about.

He asked: is there any way to highlight a ticket that has received a
reply, in any way other than adding the “New” field?

What he’d like is roughly a highlighting background to the ticket in
the list.

Has anyone done anything similar?

Thanks,
Giuseppe

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George’s, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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Kevin_Falcone · February 6, 2012, 7:02pm

a colleague here has asked me a question I’m not totally sure about.

He asked: is there any way to highlight a ticket that has received a
reply, in any way other than adding the “New” field?

What he’d like is roughly a highlighting background to the ticket in
the list.

Has anyone done anything similar?

You can use the UpdateStatus column. Changing the background would
require you to use a Callback with RT__Ticket’s ColumnMap.

I believe there are several examples of the ColumnMap Callback on the
wiki for highlighting a ticket with high priority that you could work
from.

-kevin

Ronald_J_Yacketta · February 6, 2012, 9:20pm

Hello all!

Prior to our 3.8.8 upgrade we were able to use /me | /selfservice as an
Alias to /SelfService in our rt.conf file. After upgrading I have been
unable to get rt.conf to honor /me as an Alias.

here is the meat of our rt.conf

... SSL stuff ... Alias /me /SelfService Alias /selfservice /SelfService AllowOverride All Options ExecCGI FollowSymLinks

    SetHandler modperl
    PerlResponseHandler Plack::Handler::Apache2
    PerlSetVar psgi_app /opt/rt4/sbin/rt-server

    AuthLDAPURL ldap://xyz.potsdam.edu/o=some_o?uid
    AuthLDAPGroupAttribute memberUid
    AuthLDAPGroupAttributeIsDN off
    AuthName "Tracking System"
    AuthType Basic
    AuthBasicProvider ldap

use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");

/SelfService works but /me results in ‘The page you requested could not be
found’

Granted this is not a RT issue, just wondering if anyone sees something
wrong or can help / point me in a direction to get this working.

-Ron

Kevin_Falcone · February 6, 2012, 9:48pm

Prior to our 3.8.8 upgrade we were able to use /me | /selfservice as an
Alias to /SelfService in our rt.conf file. After upgrading I have been
unable to get rt.conf to honor /me as an Alias.

I know this isn’t exactly the answer to your question, but when users
log in to RT, they’ll be directed to SelfService if they are
Unprivileged users. Are you trying to push Privileged users off to
SelfService, and if so, why not just make them Unprivileged?

Also - your Apache error log is often more useful to debug these
things than the error presented in your browser.

-kevin

Ronald_J_Yacketta · February 6, 2012, 10:38pm

I know this isn’t exactly the answer to your question, but when users
log in to RT, they’ll be directed to SelfService if they are
Unprivileged users. Are you trying to push Privileged users off to
SelfService, and if so, why not just make them Unprivileged?

/SelfService works flawlessly, we just have a requirement to redirect /me
and /selfservice to /SelfService.

Also - your Apache error log is often more useful to debug these
things than the error presented in your browser.

I checked the logs first before posting, which tossed this cryptic entry

[Mon Feb 06 15:55:22 2012] [error] Your request path is ‘/me/’ and it
doesn’t match your Location(Match) ‘/opt/rt4/share/html/SelfService/’.
This should be due to the configuration error. See perldoc
Plack::Handler::Apache2 for details.

Looking at the perldoc does nothing but leave one even more bewildered.

Izz_Abdullah · February 6, 2012, 10:52pm

From the code of Plack::Handler::Apache2

if ($location eq '/') {
    # <Location /> could be handled as a 'root' case where we make
    # everything PATH_INFO and empty SCRIPT_NAME as in the PSGI spec
    $env->{SCRIPT_NAME} = '';
} elsif ($path_info =~ s{^($location)/?}{/}) {
    $env->{SCRIPT_NAME} = $1 || '';
} else {
    # Apache's <Location> is matched but here is not.
    # This is something wrong. We can only respect original.
    $r->server->log_error(
        "Your request path is '$path_info' and it doesn't match your Location(Match) '$location'. " .
        "This should be due to the configuration error. See perldoc Plack::Handler::Apache2 for details."

So the request is falling under the last option here. Plack is not liking the way you have your config written for aliasing. I would look at aliasing again in apache.

Alias /me/ "/opt/rt4/share/html/SelfService/
<Directory “/opt/rt4/share/html/SelfService/”>

…
…From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Ronald J Yacketta
Sent: Monday, February 06, 2012 4:38 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] a tad OT,need assistance with aliasing /me to /SelfService

I know this isn’t exactly the answer to your question, but when users
log in to RT, they’ll be directed to SelfService if they are
Unprivileged users. Are you trying to push Privileged users off to
SelfService, and if so, why not just make them Unprivileged?

/SelfService works flawlessly, we just have a requirement to redirect /me and /selfservice to /SelfService.

Also - your Apache error log is often more useful to debug these
things than the error presented in your browser.

I checked the logs first before posting, which tossed this cryptic entry

[Mon Feb 06 15:55:22 2012] [error] Your request path is ‘/me/’ and it doesn’t match your Location(Match) ‘/opt/rt4/share/html/SelfService/’.
This should be due to the configuration error. See perldoc
Plack::Handler::Apache2 for details.

Looking at the perldoc does nothing but leave one even more bewildered.

-kevin
here is the meat of our rt.conf
... SSL stuff ... Alias /me /SelfService Alias /selfservice /SelfService AllowOverride All Options ExecCGI FollowSymLinks
    SetHandler modperl
    PerlResponseHandler Plack::Handler::Apache2
    PerlSetVar psgi_app /opt/rt4/sbin/rt-server

    AuthLDAPURL ldap://xyz.potsdam.edu/o=some_o?uid
    AuthLDAPGroupAttribute memberUid
    AuthLDAPGroupAttributeIsDN off
    AuthName "Tracking System"
    AuthType Basic
    AuthBasicProvider ldap
use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");
/SelfService works but /me results in ‘The page you requested could
not be found’

Granted this is not a RT issue, just wondering if anyone sees
something wrong or can help / point me in a direction to get this working.

-Ron

RT Training Sessions
(http://bestpractical.com/services/training.html)

Boston March 5 & 6, 2012
RT Training Sessions (http://bestpractical.com/services/training.html)

Boston - March 5 & 6, 2012

RT Training Sessions (http://bestpractical.com/services/training.html)

Boston March 5 & 6, 2012

Ronald_J_Yacketta · February 6, 2012, 10:52pm

I know this isn’t exactly the answer to your question, but when users
log in to RT, they’ll be directed to SelfService if they are
Unprivileged users. Are you trying to push Privileged users off to
SelfService, and if so, why not just make them Unprivileged?

/SelfService works flawlessly, we just have a requirement to redirect /me
and /selfservice to /SelfService.

Also - your Apache error log is often more useful to debug these
things than the error presented in your browser.

I checked the logs first before posting, which tossed this cryptic entry

[Mon Feb 06 15:55:22 2012] [error] Your request path is ‘/me/’ and it
doesn’t match your Location(Match) ‘/opt/rt4/share/html/SelfService/’.
This should be due to the configuration error. See perldoc
Plack::Handler::Apache2 for details.

That was from a previous attempt before using fastcgi, I am not seeing any
errors in error_log or ssl_error_log. Seeing a bunch of http ‘200’ status
in access_log:

24.59.69.66 - - [06/Feb/2012:17:42:33 -0500] “GET /NoAuth/css/cloud.css
HTTP/1.1” 200 906 “https://rt.potsdam.edu/me” “Mozilla/5.0 (Windows NT
6.1; WOW64) AppleWebKit/535.7 (KHTML, like Gecko) Chrome/16.0.912.77
Safari/535.7”
24.59.69.66 - - [06/Feb/2012:17:42:33 -0500] “GET
/NoAuth/css/aileron-squished-16ded280fbc9be3ce3c3dcff881df9a7.css
HTTP/1.1” 200 75810 “https://rt.potsdam.edu/me” “Mozilla/5.0 (Windows NT
6.1; WOW64) AppleWebKit/535.7 (KHTML, like Gecko) Chrome/16.0.912.77
Safari/535.7”
24.59.69.66 - - [06/Feb/2012:17:42:33 -0500] “GET
/NoAuth/js/squished-6812ec8beec9403a8b720b6be4f3d8c9.js HTTP/1.1” 200
209347 “https://rt.potsdam.edu/me” “Mozilla/5.0 (Windows NT 6.1; WOW64)
AppleWebKit/535.7 (KHTML, like Gecko) Chrome/16.0.912.77 Safari/535.7”
24.59.69.66 - - [06/Feb/2012:17:42:33 -0500] “GET
/NoAuth/css/web2/images/background-gradient.png HTTP/1.1” 200 394
“https://rt.potsdam.edu/me” “Mozilla/5.0 (Windows NT 6.1; WOW64)
AppleWebKit/535.7 (KHTML, like Gecko) Chrome/16.0.912.77 Safari/535.7”
24.59.69.66 - - [06/Feb/2012:17:42:33 -0500] “GET /NoAuth/images/logo.jpg
HTTP/1.1” 200 6403 “https://rt.potsdam.edu/me” “Mozilla/5.0 (Windows NT
6.1; WOW64) AppleWebKit/535.7 (KHTML, like Gecko) Chrome/16.0.912.77
Safari/535.7”
24.59.69.66 - - [06/Feb/2012:17:42:33 -0500] “GET
/NoAuth/css/images/arrows-grey.png HTTP/1.1” 200 256
“https://rt.potsdam.edu/me” “Mozilla/5.0 (Windows NT 6.1; WOW64)
AppleWebKit/535.7 (KHTML, like Gecko) Chrome/16.0.912.77 Safari/535.7”
24.59.69.66 - - [06/Feb/2012:17:42:33 -0500] “GET
/NoAuth/images//bplogo2.gif HTTP/1.1” 200 164 “https://rt.potsdam.edu/me”
“Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/535.7 (KHTML, like Gecko)
Chrome/16.0.912.77 Safari/535.7”
24.59.69.66 - - [06/Feb/2012:17:42:33 -0500] “GET
/NoAuth/css/images/shadow.png HTTP/1.1” 200 1698
“https://rt.potsdam.edu/me” “Mozilla/5.0 (Windows NT 6.1; WOW64)
AppleWebKit/535.7 (KHTML, like Gecko) Chrome/16.0.912.77 Safari/535.7”
24.59.69.66 - - [06/Feb/2012:17:42:33 -0500] “GET
/NoAuth/images/jquery_ui/ui-bg_flat_75_ffffff_40x100.png HTTP/1.1” 200 178
“https://rt.potsdam.edu/me” “Mozilla/5.0 (Windows NT 6.1; WOW64)
AppleWebKit/535.7 (KHTML, like Gecko) Chrome/16.0.912.77 Safari/535.7”
24.59.69.66 - - [06/Feb/2012:17:42:34 -0500] “GET /NoAuth/css/print.css
HTTP/1.1” 200 973 “https://rt.potsdam.edu/me” “Mozilla/5.0 (Windows NT
6.1; WOW64) AppleWebKit/535.7 (KHTML, like Gecko) Chrome/16.0.912.77
Safari/535.7”
24.59.69.66 - - [06/Feb/2012:17:42:34 -0500] “GET
/NoAuth/images/favicon.png HTTP/1.1” 200 335 “-” “Mozilla/5.0 (Windows NT
6.1; WOW64) AppleWebKit/535.7 (KHTML, like Gecko) Chrome/16.0.912.77
Safari/535.7”

Kevin_Falcone · February 6, 2012, 10:56pm

I know this isn’t exactly the answer to your question, but when users
log in to RT, they’ll be directed to SelfService if they are
Unprivileged users. Are you trying to push Privileged users off to
SelfService, and if so, why not just make them Unprivileged?

/SelfService works flawlessly, we just have a requirement to redirect /me
and /selfservice to /SelfService.

That doesn’t actually answer my question. If your Unprivileged user
logs into RT, RT will issue a redirect to /SelfService. There’s no need
to know about /me or /selfservice since the users just go to the top
level domain. I’m trying to understand your use case for /me and
/selfservice

Also - your Apache error log is often more useful to debug these
things than the error presented in your browser.

I checked the logs first before posting, which tossed this cryptic entry

[Mon Feb 06 15:55:22 2012] [error] Your request path is ‘/me/’ and it
doesn’t match your Location(Match) ‘/opt/rt4/share/html/SelfService/’.
This should be due to the configuration error. See perldoc
Plack::Handler::Apache2 for details.

Plack apparently doesn’t like being reached via something other than
the Location where it is configured (Plack is the library we use to
talk to Apache).

Try issuing a redirect rather than an Alias.

-kevin

Giuseppe_Sollazzo · February 7, 2012, 9:51am

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Hash: SHA1

Hi Kevin,
thanks, that’s a great suggestion!

Best regards,
GiuseppeOn 06/02/12 19:02, Kevin Falcone wrote:

On Mon, Feb 06, 2012 at 02:53:32PM +0000, Giuseppe Sollazzo wrote:

a colleague here has asked me a question I’m not totally sure
about.

He asked: is there any way to highlight a ticket that has
received a reply, in any way other than adding the “New” field?

What he’d like is roughly a highlighting background to the ticket
in the list.

Has anyone done anything similar?

You can use the UpdateStatus column. Changing the background
would require you to use a Callback with RT__Ticket’s ColumnMap.

I believe there are several examples of the ColumnMap Callback on
the wiki for highlighting a ticket with high priority that you
could work from.

-kevin

-------- RT Training Sessions
(http://bestpractical.com/services/training.html) * Boston ? March
5 & 6, 2012

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George’s, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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