Request Tracker

Hi,

I have seen you request support tracker online email system, I was very impressed and wondered where this was available from…

Thanks

Carl Southgate

I have seen you request support tracker online email system, I was very impressed and wondered where this was available from…

Try http://www.fsck.com/projects/rt/

“The trouble with the world is that the stupid are
cocksure and the intelligent are full of doubt.”

  • Bertrand Russell

I have seen you request support tracker online email system, I was
very impressed and wondered where this was available from…

Thanks

Carl Southgate


Rt-devel mailing list
Rt-devel@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-devel

    Blue Lang                              Unix Systems Admin
    QSP, Inc., 3200 Atlantic Ave, Ste 100, Raleigh, NC, 27604
    Home: 919 835 1540  Work: 919 875 6994  Fax: 919 872 4015

Sorry, Craig. Im still stucked here. Philip Kine gave some points
on approval but it doesn’t work for me (Subject: How to debug RT
better). You also try it and hopefully you give me feedback. TY

Make sure an owner is assigned to the approval ticket and that they have
the correct ACLs.

For some reason even though I give privileged users the required access
I still had to assign appropriate ACL’s on a per queue basis (ie to the
Approval queue).

Hope this helps.
Taan

rt3@acerhomes.com wrote:

So that helped my user see something in the “Approval” section, but my
AdminCC user still can’t see anything IN the queue. This is maddening!
If he can’t see it, he cant “own” it, since its assigned a Nobody owner
at creation.

-jayFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of taan
Sent: Monday, May 08, 2006 6:56 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Re: Request Tracker

Make sure an owner is assigned to the approval ticket and that they have

the correct ACLs.

For some reason even though I give privileged users the required access
I still had to assign appropriate ACL’s on a per queue basis (ie to the
Approval queue).

Hope this helps.
Taan

rt3@acerhomes.com wrote:

Sorry, Craig. Im still stucked here. Philip Kine gave some points
on approval but it doesn’t work for me (Subject: How to debug RT
better). You also try it and hopefully you give me feedback. TY

Hi,

I saw your post on the Request Tracker mailing list regarding the
Approvals no longer showing up. I’m having the same problem after
upgrading. Did you ever get an 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

We’re hiring! Come hack Perl for Best Practical:

The AdminCC can’t see what is in the Approvals queue by clicking on the
Approvals tab, onlt the Approval Ticket Owner can.
However the AdminCC should be able to view the Ticket requiring Approval
and from there, under links depends on, open the Approval Ticket and
change the Owner. Of coarse, as mentioned in another thread, you could
hardwire the template for Approval creation to set a distinct owner.

Taan

Jay Vlavianos wrote:

I’m no lucky at all. Nobody can see Approval link section even I gave them
all permissions from Approval queue, adminCC, owner, global and even the
root as suggested by Craig.

If somebody can give me the series of SELECT statements when I click the
Approval link, and run from database itself so I can hopefully trace the
problem

Do you mean that the link itself doesn’t show on the left hand side or
that nothing shows when you click on the link?

-JayFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of
rt3@acerhomes.com
Sent: Friday, May 12, 2006 3:13 AM
To: taan
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Re: Request Tracker (Invisible Approvals)

I’m no lucky at all. Nobody can see Approval link section even I gave
them
all permissions from Approval queue, adminCC, owner, global and even
the
root as suggested by Craig.

If somebody can give me the series of SELECT statements when I click the
Approval link, and run from database itself so I can hopefully trace the
problem

The AdminCC can’t see what is in the Approvals queue by clicking on
the
Approvals tab, onlt the Approval Ticket Owner can.
However the AdminCC should be able to view the Ticket requiring
Approval
and from there, under links depends on, open the Approval Ticket and
change the Owner. Of coarse, as mentioned in another thread, you could
hardwire the template for Approval creation to set a distinct owner.

Taan

Jay Vlavianos wrote:

So that helped my user see something in the “Approval” section, but
my

AdminCC user still can’t see anything IN the queue. This is
maddening!

If he can’t see it, he cant “own” it, since its assigned a Nobody
owner

at creation.

-jay

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of taan
Sent: Monday, May 08, 2006 6:56 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Re: Request Tracker

Make sure an owner is assigned to the approval ticket and that they
have

the correct ACLs.

For some reason even though I give privileged users the required
access

I still had to assign appropriate ACL’s on a per queue basis (ie to
the

Approval queue).

Hope this helps.
Taan

rt3@acerhomes.com wrote:

Sorry, Craig. Im still stucked here. Philip Kine gave some points
on approval but it doesn’t work for me (Subject: How to debug RT
better). You also try it and hopefully you give me feedback. TY

Hi,

I saw your post on the Request Tracker mailing list regarding the
Approvals no longer showing up. I’m having the same problem after
upgrading. Did you ever get an 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

We’re hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html


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

We’re hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html

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

We’re hiring! Come hack Perl for Best Practical:

Sorry for my English, I mean nothing is displayed when I click the link.
This only happen when I upgraded from 3.0.5 to 3.4.5. I already redo the
approval template and gave the necessary permission based on the wiki and
from these mailing list but nothing works for me.

I had this same problem until I actually went INTO the approval ticket
and changed the owner to myself. Once the approval ticket had an owner,
the Approval link worked just fine. I modified my create script to
auto-assign the approval ticket to a specific person, though it doesn’t
seem to work.

However, to just get the approval link working, change the ticket owner
to yourself and you should be able to see the tickets.

I still, however, cant get the ticket to auto assign to someone :slight_smile:

-JayFrom: rt3@acerhomes.com [mailto:rt3@acerhomes.com]
Sent: Saturday, May 13, 2006 8:37 AM
To: Jay Vlavianos
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Re: Request Tracker (Invisible Approvals)

Sorry for my English, I mean nothing is displayed when I click the link.
This only happen when I upgraded from 3.0.5 to 3.4.5. I already redo
the
approval template and gave the necessary permission based on the wiki
and
from these mailing list but nothing works for me.

Do you mean that the link itself doesn’t show on the left hand side or
that nothing shows when you click on the link?

-Jay

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of
rt3@acerhomes.com
Sent: Friday, May 12, 2006 3:13 AM
To: taan
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Re: Request Tracker (Invisible Approvals)

I’m no lucky at all. Nobody can see Approval link section even I gave
them
all permissions from Approval queue, adminCC, owner, global and even
the
root as suggested by Craig.

If somebody can give me the series of SELECT statements when I click
the
Approval link, and run from database itself so I can hopefully trace
the
problem

The AdminCC can’t see what is in the Approvals queue by clicking on
the
Approvals tab, onlt the Approval Ticket Owner can.
However the AdminCC should be able to view the Ticket requiring
Approval
and from there, under links depends on, open the Approval Ticket and
change the Owner. Of coarse, as mentioned in another thread, you
could

hardwire the template for Approval creation to set a distinct owner.

Taan

Jay Vlavianos wrote:

So that helped my user see something in the “Approval” section, but
my

AdminCC user still can’t see anything IN the queue. This is
maddening!

If he can’t see it, he cant “own” it, since its assigned a Nobody
owner

at creation.

-jay

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of taan
Sent: Monday, May 08, 2006 6:56 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Re: Request Tracker

Make sure an owner is assigned to the approval ticket and that they
have

the correct ACLs.

For some reason even though I give privileged users the required
access

I still had to assign appropriate ACL’s on a per queue basis (ie to
the

Approval queue).

Hope this helps.
Taan

rt3@acerhomes.com wrote:

Sorry, Craig. Im still stucked here. Philip Kine gave some points
on approval but it doesn’t work for me (Subject: How to debug RT
better). You also try it and hopefully you give me feedback. TY

Hi,

I saw your post on the Request Tracker mailing list regarding the
Approvals no longer showing up. I’m having the same problem after
upgrading. Did you ever get an 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

We’re hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html


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

We’re hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html


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

We’re hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html

Yes I did that already. previously it was assigned to Nobody. Then I put
someone to owner on the template and I even tried the root user but still
it didn’t displayed.

Maybe you can look through my question?
http://requesttracker.8502.n7.nabble.com/Uploading-image-to-Image-CustomField-via-REST-td59382.html

Support on the mailing list is provided as we have time to provide it.
We support development of RT via support contracts; if you have
need of a line to Best Practical to reliably answer your questions, you
can chat with sales@bestpractical.com. Going to personal mail
(repeatedly) is a bit rude – doing so may decrease the chance that
your question is answered.

Regardless, it looks like the code for setting CF values only deals
with the “Value” part of a CF, not the “LargeContent” part, which is
where file upload CF and image CFs are stored. So no, it looks like it
doesn’t.

  • Alex