Remove a user or merge two users?

Hello.

I’d like to either…

  1.  Remove an account that was mistakenly created (preferred)
    
  2.  Or, merge two accounts (id's 28 and 3659)
    

I understand why in general you do not want to remove accounts/id’s in
RT, but this account has one ticket under it which can be recreated and
I’d prefer to keep my RT instance as clean as possible.

Thanks.

-Jeff

Jeff,

I've done this more than a few times and to be honest, it was a 

mistake. There are many tables involved in maintaining User
relationships (Groups, GroupMembers, ACL, Transactions, etc.). I have
found that the simplest thing to do is go to the tickets that belong to
someone I would like to erase and just give the ticket to someone else
and then disable the old user. No one will see him, no one will know he
exists. Looking at all the stuff on the DataBase will drive you nuts if
you’ve just a little bit of OCD in you like I do.

Kenn
LBNLOn 5/20/2009 12:41 PM, Jeff Lucas wrote:

Hello.

I’d like to either…

  1.  Remove an account that was mistakenly created (preferred)
    
  2.  Or, merge two accounts (id's 28 and 3659)
    

I understand why in general you do not want to remove accounts/id’s in
RT, but this account has one ticket under it which can be recreated
and I’d prefer to keep my RT instance as clean as possible.

Thanks.

-Jeff



http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

There are MergeUsers and MergeUsersHistory extensions in the best
practical’s repository and on the CPAN.On Wed, May 20, 2009 at 11:41 PM, Jeff Lucas jlucas@eagleinvsys.com wrote:

Hello.

I’d like to either…

  1.  Remove an account that was mistakenly created (preferred)
    
  2.  Or, merge two accounts (id’s 28 and 3659)
    

I understand why in general you do not want to remove accounts/id’s in RT,
but this account has one ticket under it which can be recreated and I’d
prefer to keep my RT instance as clean as possible.

Thanks.

-Jeff


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Best regards, Ruslan.

Thanks for the suggestion, Ruslan.

I installed/ran RT-Extension-MergeUsers-0.03_02 (specifying the ID, i.e. 28 rather than the username, i.e. jdoe@eagle.com that I wanted to merge the acct into) and it resulted in…

RT::User::MergeInto Unimplemented in HTML::Mason::Commands. (/apps/rt-3.8.2/share/html/Callbacks/RT-Extension-MergeUsers/Admin/Users/Modify.html/RightColumnBottom line 71)

It does not appear to have worked since both users still show up in my user list (ID’s 28 and 3659.

Any suggestions?

Thanks.

-JeffFrom: Ruslan Zakirov [mailto:ruslan.zakirov@gmail.com]
Sent: Wednesday, May 20, 2009 6:12 PM
To: Jeff Lucas
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Remove a user or merge two users?

There are MergeUsers and MergeUsersHistory extensions in the best
practical’s repository and on the CPAN.

Can you find log of the installation? Especially that part where you
run Makefile.PL. This extension has up to date installer to install
into plugins directory, but in the error I see old style path.

In you case I think adding “require RT::Extension::MergeUsers;” to the
end of the site config will help.On Thu, May 21, 2009 at 5:08 AM, Jeff Lucas jlucas@eagleinvsys.com wrote:

Thanks for the suggestion, Ruslan.

I installed/ran RT-Extension-MergeUsers-0.03_02 (specifying the ID, i.e. 28 rather than the username, i.e. jdoe@eagle.com that I wanted to merge the acct into) and it resulted in…

RT::User::MergeInto Unimplemented in HTML::Mason::Commands. (/apps/rt-3.8.2/share/html/Callbacks/RT-Extension-MergeUsers/Admin/Users/Modify.html/RightColumnBottom line 71)

It does not appear to have worked since both users still show up in my user list (ID’s 28 and 3659.

Any suggestions?

Thanks.

-Jeff

-----Original Message-----
From: Ruslan Zakirov [mailto:ruslan.zakirov@gmail.com]
Sent: Wednesday, May 20, 2009 6:12 PM
To: Jeff Lucas
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Remove a user or merge two users?

There are MergeUsers and MergeUsersHistory extensions in the best
practical’s repository and on the CPAN.

On Wed, May 20, 2009 at 11:41 PM, Jeff Lucas jlucas@eagleinvsys.com wrote:

Hello.

I’d like to either…

  1.  Remove an account that was mistakenly created (preferred)
    
  2.  Or, merge two accounts (id’s 28 and 3659)
    

I understand why in general you do not want to remove accounts/id’s in RT,
but this account has one ticket under it which can be recreated and I’d
prefer to keep my RT instance as clean as possible.

Thanks.

-Jeff


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


Best regards, Ruslan.

Best regards, Ruslan.

Hello folks.

I searched thru RT_Config.pm and the RT Wiki but could not find the
answer… it appears that the Simple Search tool in RT only reports on
unresolved tickets. Is that true? If so, can someone tell me how to
adjust RT so that it reports on ALL tickets containing the keyword in
the ticket subject regardless of status?

Thanks.

-Jeff

Hi,

Jeff Lucas schrieb:

I searched thru RT_Config.pm and the RT Wiki but could not find the
answer� it appears that the Simple Search tool in RT only reports on
unresolved tickets. Is that true?

Just add the keyword “resolved” to your search string to get resolved
tickets.
Greets

Basti

Bastian Ballmann

PATRONAS Financial Systems GmbH
Schnewlinstr 4
79098 Freiburg

fon +49 (0)761 400688-19
fax +49 (0)761 400688-50

ballmann@patronas.de
http://www.patronas.de

Amtsgericht Freiburg, HRB 7212
Gesch�ftsf�hrung: Heribert Steuer, Carsten Osswald

This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden.

Hello folks.

I searched thru RT_Config.pm and the RT Wiki but could not find the answer…
it appears that the Simple Search tool in RT only reports on unresolved
tickets. Is that true? If so, can someone tell me how to adjust RT so that
it reports on ALL tickets containing the keyword in the ticket subject
regardless of status?
Really? What about the list archives?

On the wiki searching for SimpleSearch returns two of 5 relevant results.

On the wiki searching for SimpleSearch returns two of 5 relevant results.

And I just fully described how it works here:

http://wiki.bestpractical.com/view/SimpleSearch

:wink:

On the wiki searching for SimpleSearch returns two of 5 relevant results.

And I just fully described how it works here:

http://wiki.bestpractical.com/view/SimpleSearch

And a FAQ entry with this article as answer.

That worked. Thank you, Basti.From: Bastian Ballmann [mailto:ballmann@patronas.de]
Sent: Tuesday, May 26, 2009 10:57 AM
To: Jeff Lucas
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Simple Search functionality

Hi,

Jeff Lucas schrieb:

I searched thru RT_Config.pm and the RT Wiki but could not find the
answer… it appears that the Simple Search tool in RT only reports on
unresolved tickets. Is that true?

Just add the keyword “resolved” to your search string to get resolved
tickets.
Greets

Basti

Bastian Ballmann

PATRONAS Financial Systems GmbH
Schnewlinstr 4
79098 Freiburg

fon +49 (0)761 400688-19
fax +49 (0)761 400688-50

ballmann@patronas.de
http://www.patronas.de

Amtsgericht Freiburg, HRB 7212
Geschäftsführung: Heribert Steuer, Carsten Osswald

This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden.

I am running 3.8.2 which is installed under /apps/rt-3.8.2.

According to
http://wiki.bestpractical.com/view/SimpleSearchIncludeResolved, I
created…

cat

/apps/rt-3.8.2/local/html/Callbacks/stuff/Search/Simple.html/ModifyQuery

<%init>
#active is the default: open new stalled
$$query =~ s/\bany\b/new open resolved stalled rejected deleted/i;
#$$query =~ s/\bclosed\b/resolved rejected deleted/i;
</%init>

<%args>
$query => undef
</%args>

Tested it but it did not work. Restarted httpd and still not working.

Do I have to define something in /apps/rt-3.8.2/etc/RT_SiteConfig.pm so
that RT finds the ModifyQuery file I created?

Thanks.From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Emmanuel
Lacour
Sent: Tuesday, May 26, 2009 11:10 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Simple Search functionality

On the wiki searching for SimpleSearch returns two of 5 relevant
results.

And I just fully described how it works here:

http://wiki.bestpractical.com/view/SimpleSearch

And a FAQ entry with this article as answer.

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

I am running 3.8.2 which is installed under /apps/rt-3.8.2.

According to
http://wiki.bestpractical.com/view/SimpleSearchIncludeResolved, I
created…

cat

/apps/rt-3.8.2/local/html/Callbacks/stuff/Search/Simple.html/ModifyQuery

<%init>
#active is the default: open new stalled
$$query =~ s/\bany\b/new open resolved stalled rejected deleted/i;
#$$query =~ s/\bclosed\b/resolved rejected deleted/i;
</%init>

<%args>
$query => undef
</%args>

Tested it but it did not work. Restarted httpd and still not working.
Are you sure it didn’t work? What this customization does is add the
keyword any.
So that searching for “quux” finds active tickets LIKE quux and “quux any” finds
any ticket LIKE quux, regardless of status. This is a more powerful and targeted
solution than reverting to an “always return all states,” but you can do that by
appending the list of desired states to $$query, rather than doing the replace.

I’ve tried and tried and tried and I cannot get it to work.

Is “stuff” in the following path correct…

/apps/rt-3.8.2/local/html/Callbacks/stuff/Search/Simple.html/ModifyQuery

After restarting Apache…

cd /apps/rt-3.8.2

find . -name *imple*

./share/html/NoAuth/RichText/FCKeditor/editor/plugins/simplecommands
./share/html/Elements/SimpleSearch
./share/html/Search/Simple.html
./local/html/Callbacks/stuff/Search/Simple.html

Thanks.-----Original Message-----
From: Jerrad Pierce [mailto:jpierce@cambridgeenergyalliance.org]
Sent: Wednesday, May 27, 2009 3:13 PM
To: Jeff Lucas
Cc: Emmanuel Lacour; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Simple Search functionality

On Wed, May 27, 2009 at 13:48, Jeff Lucas jlucas@eagleinvsys.com wrote:

I am running 3.8.2 which is installed under /apps/rt-3.8.2.

According to
http://wiki.bestpractical.com/view/SimpleSearchIncludeResolved, I
created…

cat

/apps/rt-3.8.2/local/html/Callbacks/stuff/Search/Simple.html/ModifyQuery

<%init>
#active is the default: open new stalled
$$query =~ s/\bany\b/new open resolved stalled rejected deleted/i;
#$$query =~ s/\bclosed\b/resolved rejected deleted/i;
</%init>

<%args>
$query => undef
</%args>

Tested it but it did not work. Restarted httpd and still not working.
Are you sure it didn’t work? What this customization does is add the
keyword any.
So that searching for “quux” finds active tickets LIKE quux and “quux any” finds
any ticket LIKE quux, regardless of status. This is a more powerful and targeted
solution than reverting to an “always return all states,” but you can do that by
appending the list of desired states to $$query, rather than doing the replace.

Is “stuff” in the following path correct…

/apps/rt-3.8.2/local/html/Callbacks/stuff/Search/Simple.html/ModifyQuery

It should be, here’s mine:
(You can use any name you want for the folder between Callbacks and Search)

[ceaadmin@rt ~]$ cat
/opt/rt3/local/html/Callbacks/Indirection/Search/Simple.html/ModifyQuery
<%init>
$$query =~ s/\bany\b/new open resolved stalled rejected deleted/i;
$$query =~ s/\bclosed\b/resolved rejected deleted/i;
</%init>

<%args>
$query => undef
</%args>

All I can say is check your server logs, Apache and RT/syslog.

After restarting Apache…
You don’t need to restart it, a graceful HUP will do fine.

Cambridge Energy Alliance: Save money. Save the planet.

This was sent to the list a long time ago, my apologies for not
remembering who sent it.(Espen Wiborg or Gordon maybe?)…It works on
3.8.1. Not sure if it is what you are looking for or not though

Index: lib/RT/Search/Googleish.pm
— lib/RT/Search/Googleish.pm (revision 15777)
+++ lib/RT/Search/Googleish.pm (working copy)
@@ -162,7 +162,7 @@
push @tql_clauses, join( " OR ", sort @id_clauses );
push @tql_clauses, join( " OR ", sort @owner_clauses );
if ( ! @status_clauses ) {

  •    push @tql_clauses, join( " OR ", map "Status = '$_'",  
    

RT::Queue->ActiveStatusArray());

  •    push @tql_clauses, join( " OR ", map "Status = '$_'",  
    

RT::Queue->ActiveStatusArray(), RT->Config-

Get(‘ExtraStatesInSimpleSearch’));
} else {
push @tql_clauses, join( " OR ", sort @status_clauses );
}
Index: etc/RT_Config.pm.in
— etc/RT_Config.pm.in (revision 15777)
+++ etc/RT_Config.pm.in (working copy)
@@ -1117,6 +1117,15 @@

Set($DontSearchFileAttachments, undef);

+=item C<$ExtraStatesInSimpleSearch>
+Tickets in these states are included in the results of a simple
+search, along with any active tickets.
+=cut
+Set(@ExtraStatesInSimpleSearch, qw());
=item C<$ChartFont>

The L module (which RT uses for graphs) uses a builtin font that
doesn’t

I don’t remember who made this, but it is working for me…

Then I put in RT_SiteConfig.pm

Greg Evans
gevans@hcc.net
Hood Canal Communications
(360) 898-2481 x212On May 26, 2009, at 7:41 AM, Jeff Lucas wrote:

Hello folks.
I searched thru RT_Config.pm and the RT Wiki but could not find the
answer… it appears that the Simple Search tool in RT only reports on
unresolved tickets. Is that true? If so, can someone tell me how
to adjust RT so that it reports on ALL tickets containing the
keyword in the ticket subject regardless of status?
Thanks.
-Jeff


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

I am embarrassed to admit it and apologize for wasting your time… as I
was not paying attention to detail (which can get a sysAdmin into
trouble), I misunderstood how this callback worked.

I thought this callback put functionality back to the way SimpleSeach
worked in 3.6.6. Instead, it “add keywords any and closed to complement
the implicit active.” “any” and “closed” must be specified in the
search. It works… if you use it correctly. :slight_smile:

Again, my apologies and thanks for your help.

-JeffFrom: Jerrad Pierce [mailto:jpierce@cambridgeenergyalliance.org]
Sent: Wednesday, May 27, 2009 3:42 PM
To: Jeff Lucas
Cc: Emmanuel Lacour; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Simple Search functionality

Is “stuff” in the following path correct…

/apps/rt-3.8.2/local/html/Callbacks/stuff/Search/Simple.html/ModifyQuery

It should be, here’s mine:
(You can use any name you want for the folder between Callbacks and
Search)

[ceaadmin@rt ~]$ cat
/opt/rt3/local/html/Callbacks/Indirection/Search/Simple.html/ModifyQuery
<%init>
$$query =~ s/\bany\b/new open resolved stalled rejected deleted/i;
$$query =~ s/\bclosed\b/resolved rejected deleted/i;
</%init>

<%args>
$query => undef
</%args>

All I can say is check your server logs, Apache and RT/syslog.

After restarting Apache…
You don’t need to restart it, a graceful HUP will do fine.

Cambridge Energy Alliance: Save money. Save the planet.

I am embarrassed to admit it and apologize for wasting your time… as I
was not paying attention to detail (which can get a sysAdmin into
trouble), I misunderstood how this callback worked.
RTFM, words to live by :stuck_out_tongue:

I thought this callback put functionality back to the way SimpleSeach
worked in 3.6.6. Instead, it “add keywords any and closed to complement
the implicit active.” “any” and “closed” must be specified in the
search. It works… if you use it correctly. :slight_smile:
Good to hear. There’s a way to replicate 3.6 on that page (I updated things to
be clearer Tuesday), but this is better for db performance, and allows for more
precise searching.