RT for Mobile Devices 0.9

RT Developers
21

Hi Jesse,

It looks good so far, I just have one comment. Since we are using
WebExternalAuth here, we never see the login screen, and therefore never
see the link with the option to go to the normal interface. Maybe a
link to the normal full size interface could be added to the mobile home
screen?

Thanks,
~JasonOn Fri, 2010-08-06 at 13:35 -0400, Jesse Vincent wrote:

On Fri, Aug 06, 2010 at 12:35:53PM -0500, Max McGrath wrote:

Ok, stupid question. How do I go about getting the latest one from CPAN?

https://pause.perl.org/incoming/ is the secret-ninja location for brand-new stuff.

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

/------------------------------------------------------------------
| Jason A. Smith Email: smithj4@bnl.gov |
| Atlas Computing Facility, Bldg. 510M Phone: +1-631-344-4226 |
| Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 |
| Upton, NY 11973-5000, U.S.A. |
------------------------------------------------------------------/

22

Using RT 3.8.2 and BlackBerry OS 5

Whenever I try to display a ticket I’m getting an error saying

could not find component for path ‘/Ticket/Elements/ShowPriority’

When creating a new ticket, I get a similar error message except it says “EditTransactionCustomFields” instead of “ShowPriority”. When I click create however I get another error: “Queue could not be loaded”.

Other than that this looks awesome!

  • Dan

Daniel Farst
IT Support Coordinator
College of Arts and Sciences
Case Western Reserve University

daniel.farst@case.edu
o: 216.368.2375
m: 216.334.9146

Public key on keyserver.pgp.com
Thursday, August 5, 2010, 5:08:31 PM, Jesse Vincent wrote:

23

Using RT 3.8.2 and BlackBerry OS 5

Yep. We’ve found the lower-bound on the extension. Looks like it’s
3.8.3. And you really ought to be running at least 3.8.5 or newer.

([Rt-announce] SECURITY - Session Fixation Vulnerability in RT 3.0.0-3.8.5)

24

Thanks Jesse - love it, just bumped to v0.93 from your v9 release and
works a treat on our iPhone 4’s & BB STORM2’s.

Julian.

Julian Grunnell
This email is subject to: GoDaddy Inc. - Newsroom - Overview

25

With WebExternalAuth, you never see the login screen. How is the
authentication working?
Thanks, vmOn Fri, Aug 6, 2010 at 4:48 PM, Jason A. Smith smithj4@bnl.gov wrote:

Hi Jesse,

It looks good so far, I just have one comment. Since we are using
WebExternalAuth here, we never see the login screen, and therefore never
see the link with the option to go to the normal interface. Maybe a
link to the normal full size interface could be added to the mobile home
screen?

Thanks,
~Jason

On Fri, 2010-08-06 at 13:35 -0400, Jesse Vincent wrote:

On Fri, Aug 06, 2010 at 12:35:53PM -0500, Max McGrath wrote:

Ok, stupid question. How do I go about getting the latest one from
CPAN?

https://pause.perl.org/incoming/ is the secret-ninja location for
brand-new stuff.

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

–
/------------------------------------------------------------------
| Jason A. Smith Email: smithj4@bnl.gov |
| Atlas Computing Facility, Bldg. 510M Phone: +1-631-344-4226 |
| Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 |
| Upton, NY 11973-5000, U.S.A. |
------------------------------------------------------------------/

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

26

With WebExternalAuth, you never see the login screen. How is the
authentication working?
Thanks, vm

It should work exactly the same way as the desktop UI.

27

Is WebExternalAuth the windows authentication? I am trying to integrate RT
with AD and I am wondering what WebExternalAuth exactly does when turned on?On Mon, Aug 9, 2010 at 9:40 AM, Jesse Vincent jesse@bestpractical.comwrote:

On Mon, Aug 09, 2010 at 09:31:07AM -0400, testwreq wreq wrote:

With WebExternalAuth, you never see the login screen. How is the
authentication working?
Thanks, vm

It should work exactly the same way as the desktop UI.

28

Is WebExternalAuth the windows authentication? I am trying to
integrate RT with AD and I am wondering what WebExternalAuth exactly
does when turned on?

It just makes RT defer authentication to any external source, like
Apache. In our case, we are using Stanford’s WebAuth and a few extra
config lines to make RT use our non-standard user variable name since
WebAuth can’t change apache’s REMOTE_USER:

Make RT use the WebAuth HTTP_X_MYREMOTE_USER variable instead of Apache’s REMOTE_USER:

use RT::Interface::Web;
{ no warnings ‘redefine’;
sub RT::Interface::Web::WebCanonicalizeInfo {
return $ENV{‘HTTP_X_MYREMOTE_USER’} ? lc $ENV{‘HTTP_X_MYREMOTE_USER’} : $ENV{‘HTTP_X_MYREMOTE_USER’};
}
}> On Mon, Aug 9, 2010 at 9:40 AM, Jesse Vincent jesse@bestpractical.com wrote:

    On Mon, Aug 09, 2010 at 09:31:07AM -0400, testwreq wreq wrote:
    > With WebExternalAuth, you never see the login screen. How is
    the
    > authentication working?
    > Thanks, vm
    
    
    It should work exactly the same way as the desktop UI.

/------------------------------------------------------------------
| Jason A. Smith Email: smithj4@bnl.gov |
| Atlas Computing Facility, Bldg. 510M Phone: +1-631-344-4226 |
| Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 |
| Upton, NY 11973-5000, U.S.A. |
------------------------------------------------------------------/

29

From: Jesse Vincent jesse@bestpractical.com

… We’ve only
tested this on a recent RT 3.8, but it should work on older versions
of RT.

I’d like to try it with our 3.6.6 installation. The instructions say:
Add RT::Extension::MobileUI to your /opt/rt3/etc/RT_SiteConfig.pm file
Set(@Plugins, qw(RT::Extension::MobileUI));
Is that supported in 3.6? I went ahead and tried it.
Here’s the error message when I try to go to /m:

System error
error: Can’t locate object method “Config” via package “RT” at
/opt/rt3.6.6/share/html/m/index.html line 4.
context:
1: <&| _elements/wrapper, title => loc(“RT for
[_1]”,RT->Config->Get(‘rtname’))&>
2: <& _elements/menu &>
3: <& _elements/full_site_link &>
4: </&>
5:
code stack: /opt/rt3.6.6/share/html/m/index.html:4
/opt/rt3.6.6/share/html/autohandler:291

Any help in getting this to work appreciated.

John

30

According to earlier in the thread:

We’ve found the lower-bound on the extension. Looks like it’s 3.8.3. And
you really ought to be running at least 3.8.5 or newer.From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of John
Bartelt
Sent: Monday, August 09, 2010 7:14 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] [Rt-announce] RT for Mobile Devices 0.9

From: Jesse Vincent jesse@bestpractical.com

… We’ve only
tested this on a recent RT 3.8, but it should work on older versions
of RT.

I’d like to try it with our 3.6.6 installation. The instructions say:
Add RT::Extension::MobileUI to your /opt/rt3/etc/RT_SiteConfig.pm file
Set(@Plugins, qw(RT::Extension::MobileUI));
Is that supported in 3.6? I went ahead and tried it.
Here’s the error message when I try to go to /m:

System error
error: Can’t locate object method “Config” via package “RT” at
/opt/rt3.6.6/share/html/m/index.html line 4.
context:
1: <&| _elements/wrapper, title => loc(“RT for
[_1]”,RT->Config->Get(‘rtname’))&>
2: <& _elements/menu &>
3: <& _elements/full_site_link &>
4: </&>
5:
code stack: /opt/rt3.6.6/share/html/m/index.html:4
/opt/rt3.6.6/share/html/autohandler:291

Any help in getting this to work appreciated.

John

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
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31

Hi all

Does anybody know how to turn off the automatic redirection that takes you
to the mobile skin? I’d rather users just bookmarked the /m directory on
their phones.

regards
Garry

32

Works like a champ for our blackberries.

Thanks for this.-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Jesse Vincent
Sent: Thursday, August 05, 2010 5:09 PM
To: rt-announce@lists.bestpractical.com
Subject: [rt-users] [Rt-announce] RT for Mobile Devices 0.9

Over the past few weeks, I’ve been spending my time putting together an
initial implementation of a modern phone-friendly interface for RT.

We’ve just published the source code to
GitHub - bestpractical/rt-extension-mobileui: A mobile-friendly interface for RT and it will show
up at RT-Extension-MobileUI-1.07 - DEPRECATED A phone friendly web interface for RT - metacpan.org in the very
near future.

This is very much an initial release and I know there are things that
need improvement, though I’d greatly appreciate feedback to help figure
out what those improvements should be.

We’ve tested this new UI on the iPhone, Android 2.x, BlackberryOS 4.5
and 5.0, Kindle 2.5 and in a number of desktop browsers. We’ve only
tested this on a recent RT 3.8, but it should work on older versions
of RT. Reports of failures on 3.6.x or 3.8.x would be much appreciated.

Once you install the extension, you can have a look around from your
desktop browser by visiting /m on your RT server. The Mobile UI tries
pretty hard to detect mobile browsers and push them to the mobile login
page, though there’s a link to get back to the full UI if it gets your
browser wrong.

Right now, the mobile interface supports:

External Authentication
Regular RT Login
Creating Tickets
Search (using the same "Simple Search" as the main UI)
Display of saved searches
Ticket display
Ticket comment/reply
Ticket history
Attachment download

You can see some screenshots at http://blog.bestpractical.com/

-Jesse

RT-Announce mailing list
RT-Announce@lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce

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

33

We’ve tested this new UI on the iPhone, Android 2.x, BlackberryOS 4.5
and 5.0, Kindle 2.5 and in a number of desktop browsers. We’ve only
tested this on a recent RT 3.8, but it should work on older versions
of RT. Reports of failures on 3.6.x or 3.8.x would be much appreciated.

Hi Jesse,

I just had a coworker try the mobile UI on his new Palm WebOS phone and
it didn’t detect his phone automatically. Adding ‘WebOS’ to the
HTTP_USER_AGENT env var regex fixed it for him. We have version 0.95
installed here.

~Jason

smime.p7s (3.97 KB)

34

Thanks. I’ve pushed out 0.96 with WebOS listed.On Wed, Aug 25, 2010 at 04:55:59PM -0400, Jason A. Smith wrote:

On 08/05/2010 05:08 PM, Jesse Vincent wrote:

We’ve tested this new UI on the iPhone, Android 2.x, BlackberryOS 4.5
and 5.0, Kindle 2.5 and in a number of desktop browsers. We’ve only
tested this on a recent RT 3.8, but it should work on older versions
of RT. Reports of failures on 3.6.x or 3.8.x would be much appreciated.

Hi Jesse,

I just had a coworker try the mobile UI on his new Palm WebOS phone
and it didn’t detect his phone automatically. Adding ‘WebOS’ to the
HTTP_USER_AGENT env var regex fixed it for him. We have version
0.95 installed here.

~Jason

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year – Learn how to get the most out of RT!

35

This is very much an initial release and I know there are things that
need improvement, though I’d greatly appreciate feedback to help figure
out what those improvements should be.
Honouring callbacks for _elements/ticket_menu either as a new callback
or via /Ticket/Elements/Tabs/Default would be really handy. Even if the
additional elements were presented differently to the default 3.

Adding
% $m->callback( ticket => $ticket, menu=> @menu, %ARGS );
near the top of RT-Extension-MobileUI/html/m/_elements/ticket_menu

seems to do the trick (roughly) for me. The layout goes a bit mad
though, due to the hardcoded widths in the CSS.

36

I seem to be having issues on my Blackberry with the MobileUI.

Here’s what I have:

RT 3.8.8 on Ubuntu 10.04 and MobileUI 0.96.

Blackberry Curve
Blackberry 8530
v5.0.0.654 (Bundle 1108, Platform 4.2.0.298)

If I tell the browser to go directly to the MobileUI it works – but it does
not auto detect it and just brings me to the normal login page…

Am I missing something simple?
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath@carthage.eduOn Thu, Aug 5, 2010 at 4:08 PM, Jesse Vincent jesse@bestpractical.comwrote:

Over the past few weeks, I’ve been spending my time putting together an
initial implementation of a modern phone-friendly interface for RT.

We’ve just published the source code to
GitHub - bestpractical/rt-extension-mobileui: A mobile-friendly interface for RT and it will show
up at RT-Extension-MobileUI-1.07 - DEPRECATED A phone friendly web interface for RT - metacpan.org in the very
near future.

This is very much an initial release and I know there are things that
need improvement, though I’d greatly appreciate feedback to help figure
out what those improvements should be.

We’ve tested this new UI on the iPhone, Android 2.x, BlackberryOS 4.5
and 5.0, Kindle 2.5 and in a number of desktop browsers. We’ve only
tested this on a recent RT 3.8, but it should work on older versions
of RT. Reports of failures on 3.6.x or 3.8.x would be much appreciated.

Once you install the extension, you can have a look around from your
desktop browser by visiting /m on your RT server. The Mobile UI tries
pretty hard to detect mobile browsers and push them to the mobile login
page, though there’s a link to get back to the full UI if it gets your
browser wrong.

Right now, the mobile interface supports:

   External Authentication
   Regular RT Login
   Creating Tickets
   Search (using the same "Simple Search" as the main UI)
   Display of saved searches
   Ticket display
   Ticket comment/reply
   Ticket history
   Attachment download

You can see some screenshots at http://blog.bestpractical.com/

-Jesse

–

RT-Announce mailing list
RT-Announce@lists.bestpractical.com
rt-announce Info Page

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

37

I seem to be having issues on my Blackberry with the MobileUI.

Here’s what I have:

RT 3.8.8 on Ubuntu 10.04 and MobileUI 0.96.

Blackberry Curve
Blackberry 8530
v5.0.0.654 (Bundle 1108, Platform 4.2.0.298)

If I tell the browser to go directly to the MobileUI it works – but it does
not auto detect it and just brings me to the normal login page…

Am I missing something simple?

Can you get the string the user’s browser identifies itself as?

38

Hi folks

I’d like to pull a report on time worked per user on a ticket, at present I
am pulling a report on resolved, then go into each ticket to see how much
time was spent per user on a ticket.

Is there a way to report on time spent per user on a ticket?

Example:

Ticket ID Subject Total Time Spent Time User A Time User B etc
2223 Ian cannot print 30 15 15 etc

39

I think that this is what you want.

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

/Johan-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Ian Rowland
Sent: den 2 september 2010 22:45
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Report on time worked per user

Hi folks

I’d like to pull a report on time worked per user on a ticket, at present I am pulling a report on resolved, then go into each ticket to see how much time was spent per user on a ticket.

Is there a way to report on time spent per user on a ticket?

Example:

Ticket ID Subject Total Time Spent Time User A Time User B etc
2223 Ian cannot print 30 15 15 etc

RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year – Learn how to get the most out of RT!

40

Yes, the TimeWorkedReport does have the option to show time worked per user per ticket. I can’t remember if I coded it to be the default presentation or not, but it’s documented on that wiki page IIRC.

-Fran