Rt-users Digest, Vol 124, Issue 19

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Send me your number i call you
0096898973423 0096896337356On Jul 17, 2014 4:00 PM, rt-users-request@lists.bestpractical.com wrote:

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Today’s Topics:

  1. Re: Status ‘’ isn’t valid status for tickets in this queue
    Error (Alex Peters)
  2. [rt-announce] RT 4.0.21 released (Alex Vandiver)
  3. [rt-announce] RT 4.2.6 released (Alex Vandiver)
  4. using RT to run complex queries (Boris Epstein)
  5. Optional Modules (Hef)
  6. Re: Optional Modules (Alex Vandiver)
  7. Re: Triggering an API call to external application (pj loh)
  8. how to migrate request-tracker database from sqlite3 to mysql
    (Ajay Kumar)
  9. Adding Template content to the reply box (AJ)
  10. Re: Adding Template content to the reply box (Alex Peters)
  11. How can you use requestor info in custom field (AdamThomas)
  12. Daily report time worked (AdamThomas)
  13. Custom Field values driving the contents of other custom
    fields (Mike Johnson)

Message: 1
Date: Thu, 17 Jul 2014 02:01:12 +1000
From: Alex Peters alex@peters.net
To: “Wendi M.” wendi413@gmail.com
Cc: “rt-users@lists.bestpractical.com
rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Status ‘’ isn’t valid status for tickets in
this queue Error
Message-ID:
<
CAFdkmpuCaRS6oGm-T05k9fXa58vohxhfGBcEXSSmwEUi0+Cqmg@mail.gmail.com>
Content-Type: text/plain; charset=“utf-8”

Have you enabled debug logging? The output of the log during the attempted
ticket creation could be of great assistance.

Is the problem specific to this user? Can you confirm that she’s
attempting to create the ticket via email and not via the web? If she has
web access, do you know whether the problem exists there also?

On 17 July 2014 01:51, Wendi M. wendi413@gmail.com wrote:

I am learning all of this as I go, but I got RT up and running some time
ago. We have been going for about a year now and just tweaking small things
as we need. I recently had a user start getting this email

Sub: Ticket creation failed: ticket ####

Status ‘’ isn’t a valid status for tickets in this queue.

She had made a ticket in a queue as usual and tried to change the status
and received this error. I’m confused on where to even start looking for
what the problem might be? It did allow her to change the status, but no
idea why she is getting this message?

We are running RT 4.0.4 with some custom lifecycles. I have double
checked for typos in the lifecycles, but can’t find anything. I’d love to
upgrade, but I am pretty lost on that process.

Thanks in advance!


RT Training - Boston, September 9-10
Training — Best Practical Solutions

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Message: 2
Date: Wed, 16 Jul 2014 13:24:49 -0400
From: Alex Vandiver alexmv@bestpractical.com
To: rt-announce@lists.bestpractical.com
Subject: [rt-users] [rt-announce] RT 4.0.21 released
Message-ID: 53C6B561.9080305@bestpractical.com
Content-Type: text/plain; charset=“us-ascii”

RT 4.0.21 – 2014-07-16

We are pleased to announce that RT 4.0.21 is now available.

http://download.bestpractical.com/pub/rt/release/rt-4.0.21.tar.gz
http://download.bestpractical.com/pub/rt/release/rt-4.0.21.tar.gz.sig

SHA1 sums

17ed0ac4aca9772223597f8df54745ad85a86bc5 rt-4.0.21.tar.gz
f3e76559f2f5fd5b7e925b2cfb51011f5b297856 rt-4.0.21.tar.gz.sig

This release is primarily a bugfix release; changes of note include:

General user UI

  • Granting rights to new groups no longer requires clicking in textbox
    twice in firefox (#29911)
  • Canonicalize CF values (including dates, IP addresses, and IP ranges)
    before comparing to the database value; this prevents spurious
    “changed from a to a” messages.
  • Quick Create now defaults to the lifecycle’s default create status,
    instead of hardcoding “new”

Admin

  • DBD::Pg 3.3.0 conflicts with RT’s UTF-8 handling; for this release,
    it has been blacklisted. If you are using PostgreSQL as your
    database and have DBD::Pg 3.3.0 installed, you will need to download
    and install DBD::Pg 3.2.1 from CPAN.
  • rt-fulltext-indexer now locks, to prevent more than one instance from
    running at once (#17423)
  • Quiet a warning in the logo auto-color-detection.
  • Bump CGI dependency (under perl 5.20 and above, only) to quash
    warnings about CGI.pm’s deprecation in core (#29053)
  • For compatibility with RT::Extension::MergeUsers, ensure that
    Shredder checks that a user (possibly resolved from a merged user) is
    valid before attempting to shred them
  • Correctly detect presence of graphviz binary (dot), instead of
    libgraph.so, for perl dependency calculation

Developer

  • Tests now pass again using RT_TEST_WEB_HANDLER=inline
  • ->AddCustomFieldValues no longer allows adding repeated values
    (#4553)

Documentation

  • Updated example plugins used in documentation
  • Documentation for ColumnMap
  • Correct a reference to max_allowed_packet in backup documentation
  • Document explicit steps for adding a new status to a lifecycle

A complete changelog is available from git by running:
git log rt-4.0.20…rt-4.0.21
or visiting
Comparing rt-4.0.20...rt-4.0.21 · bestpractical/rt · GitHub


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


Message: 3
Date: Wed, 16 Jul 2014 13:26:23 -0400
From: Alex Vandiver alexmv@bestpractical.com
To: rt-announce@lists.bestpractical.com
Subject: [rt-users] [rt-announce] RT 4.2.6 released
Message-ID: 53C6B5BF.6010607@bestpractical.com
Content-Type: text/plain; charset=“us-ascii”

RT 4.2.6 – 2014-07-16

We are pleased to announce that RT 4.2.6 is now available.

http://download.bestpractical.com/pub/rt/release/rt-4.2.6.tar.gz
http://download.bestpractical.com/pub/rt/release/rt-4.2.6.tar.gz.asc

SHA1 sums

3a876015da1330ed58719997979c1346dca2df75 rt-4.2.6.tar.gz
527ad4a5a5918ea29c8fa128c59312239faf35d0 rt-4.2.6.tar.gz.asc

This release is primarily a bugfix release; of particular note is that
it contains schema changes for MySQL. Though the changes are quite
limited, it is especially important to take, and verify you can recover
from, a database backup prior to upgrading.

Also of note, it fixes a regression in 4.2.5 regarding unsetting core
date fields, and now allows HTML tables in ticket history if the
optional HTML::Gumbo module is installed.

General web UI

  • Fix a regression introduced in 4.2.4, which caused lack of formatting
    of plain text when responding via the rich text editor.
  • Allow tables in HTML mail if the optional HTML::Gumbo dependency is
    installed
  • Fix a regression in 4.2.5 which prevented core date fields (Due,
    Starts, etc) from being unset (#30180)
  • Hide empty transaction custom fields when they have no value; this
    fixes a regression in 4.2.1 where transaction custom fields began
    displaying on all transactions. (#29757)
  • Allow searching on requestor city, state, zip, and country in query
    builder (#26960)
  • Don’t attempt to parse IP/Date(time) CFs if the value is NULL; this
    prevents warnings.
  • Remove border-radius: 0 to allow Firefox to use native text entry
    widgets (#28233)
  • Allow Firefox to reflow the data table below the chart on rudder
  • Whitelist user search from CSRF restrictions
  • Only include closing paren in MakeClicky link if it included an open
    paren (#29064)
  • Canonicalize CF values (including dates, IP addresses, and IP ranges)
    before comparing to the database value; this prevents spurious
    “changed from a to a” messages.
  • Allow downloading 0-length files if they have a filename (#9050)
  • Quick Create now defaults to the lifecycle’s default create status,
    instead of hardcoding “new”
  • Show Wikitext CFs in bulk update
  • Add autocompletion to link boxes on bulk update

Internationalization

  • Add localization strings for Articles admin pages
  • Add localization strings for user “Create Ticket” user summary
    portlet
  • Add new #loc{key} form, to allow for more concise Lifecyles in config
  • Updated German translation

Web administration

  • Provide a default Category on External custom fields, for performance
  • Provide a new “Notify Owner or AdminCCs” action
  • Move search widgets for custom field admin interface to the top of
    the page, to match other admin pages
  • Use “LIKE” as the default search operator in the queue admin
    interface
  • Enable searching by Lifecycle and SubjectTag in the queue admin
    interface
  • Add SubjectTag to the default AdminSearchResultFormat for queues
  • Move Disabled to the last column of the default Queue admin search
    result format, to match Scrips
  • Add Disabled column to AdminSearchResultFormat for Classes,
    CustomFields, Groups, and Users
  • Add Disabled ColumnMap entry for Classes, Groups, and Users
  • Prevent RT from locking up if a too-large image was uploaded for the
    logo (#29929)
  • Fix bugs in cascaded CFs of radio buttons and checkboxes when
    categories contained spaces or periods.
  • Quiet “No valid Type specified” warnings from queue watcher page for
    user search results that were left blank (#29993)

Server administration

  • DBD::Pg 3.3.0 conflicts with RT’s UTF-8 handling; for this release,
    it has been blacklisted. If you are using PostgreSQL as your
    database and have DBD::Pg 3.3.0 installed, you will need to download
    and install DBD::Pg 3.2.1 from CPAN.
  • Allow the validator to fix incorrect values for Owner (#28403)
  • Fix a regression in 4.2.5 which caused errors when calling
    rt-crontool with a numeric --template argument.
  • Quiet warnings in the 4.2.2 upgrade step for users upgrading from
    4.0.x
  • Add not_member_of restriction for User shredder plugin
  • Warnings avoidance for RT::Attachments->Address when run as the
    System User
  • Update logo attribute as the current user, to allow auditing of who
    changed it last
  • Alter Links table on MySQL to support Unicode URLs (#19338)
  • Warn on non-ASCII right names (#19339)
  • Support Sphinx builds compiled with --enable-id64
  • For compatibility with RT::Extension::MergeUsers, ensure that
    Shredder checks that a user (possibly resolved from a merged user) is
    valid before attempting to shred them
  • Correctly detect presence of graphviz binary (dot), instead of
    libgraph.so, for perl dependency calculation
  • When merging instances with identical $Organization values, do not
    qualify groups and queues

Developer

  • Move AboutThisUser callback back to /Ticket/Elements/ShowGroupMembers
    where it appears to originate, from where RT 4.2.0 accidentally moved
    it, /Elements/ShowPrincipal/AboutThisUser
  • Move all runtime module loading to UNIVERSAL::require
  • Correct error message from RT::Date->Timezone
  • Simplify code to assume Postgres 8.4, as RT 4.2 requires
  • Add more class and id attributes to user admin pages and preferences
  • Pass right number of arguments to sprintf, for Perl 5.22
    compatibility
  • Move sbin/rt-message-catalog into devel/tools and streamline to unify
    with Launchpad import format
  • Adjust more tests for RT_TEST_WEB_HANDLER=inline
  • Remove dependency checks in t/, as they are covered by required
    developer dependencies

Documentation

  • Improved documentation for RT::Date
  • Link POD, URLs, and emails in HTML generated from README
  • Document “Satisfy any” technique for allowing rt-mailgate to post to
    RT when $WebRemoteUserAuth and Apache authentication is used
  • Document explicit steps for adding a new status to a lifecycle

A complete changelog is available from git by running:
git log rt-4.2.5…rt-4.2.6
or visiting
Comparing rt-4.2.5...rt-4.2.6 · bestpractical/rt · GitHub


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


Message: 4
Date: Wed, 16 Jul 2014 14:54:48 -0400
From: Boris Epstein borepstein@gmail.com
To: rt-users@lists.bestpractical.com
Subject: [rt-users] using RT to run complex queries
Message-ID:
<
CADeF1XEucC2NdeRYCLmONcUxbVYfAEGCnn2cg4SmPVVpTQjOew@mail.gmail.com>
Content-Type: text/plain; charset=“utf-8”

Hello all,

I am wondering if I could do something like this via the rt CLI:

  1. List all users

  2. List all tickets including the resolved one

  3. List all tickets filed by a user whose city is, for instance, Chicago.

etc.

Thanks.

Boris.
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Message: 5
Date: Wed, 16 Jul 2014 14:28:40 -0500
From: Hef hef@pbrfrat.com
To: “rt-users@lists.bestpractical.com
rt-users@lists.bestpractical.com
Subject: [rt-users] Optional Modules
Message-ID:
<CADk-iPcZAE1QwAZtkDp0MFi=
wKSxDUiHittx7JRfALAX6hnFpg@mail.gmail.com>
Content-Type: text/plain; charset=“utf-8”

I just saw the release notes for 4.2.6 and HTML::Gumbo was listed as an
optional module.

Is there a list of Optional Modules somewhere?

I was unable to locate a list on the website.

–hef
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Message: 6
Date: Wed, 16 Jul 2014 16:19:39 -0400
From: Alex Vandiver alexmv@bestpractical.com
To: Hef hef@pbrfrat.com, rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Optional Modules
Message-ID: 53C6DE5B.5010302@bestpractical.com
Content-Type: text/plain; charset=ISO-8859-1

On 07/16/2014 03:28 PM, Hef wrote:

I just saw the release notes for 4.2.6 and HTML::Gumbo was listed as an
optional module.

Is there a list of Optional Modules somewhere?

For the most part, optional dependencies are controlled by
configure-time options, or documented in RT_SiteConfig.pm. We perhaps
should add a configure-time option for HTML::Gumbo, to make it more
prominent than a mere mention by PreferRichText in RT_Config.pm. Since
we don’t add required dependencies during a stable series, adding an
optional dependency is how we sneak in things that are (in truth) new
features, but don’t want to wait until the next major series.

The current set of runtime optional dependencies is:

  • Graphviz - Controlled via the --enable-graphviz option to configure,
    enables ticket relationship graphs
  • GD - Controlled via the --enable-gd option to configure, enables bar
    and pie charts in reports
  • GnuPG::Interface - Controlled via the --enable-gnupg option to
    configure, enables RT’s GnuPG integration
  • Encode::Guess - Documented in RT_Config.pm, used to guess unknown
    input encodings from a fixed list
  • Encode::Detect::Detector - Documented in RT_Config.pm, used to guess
    unknown input encodings by examining the bytes
  • HTML::Gumbo - Documented in RT_Config.pm, used to sanitize HTML
    before display, which allows for display of tables in HTML mail
  • Alex

Message: 7
Date: Thu, 17 Jul 2014 08:20:55 +0800
From: pj loh optimints@gmail.com
To: Alex Peters alex@peters.net
Cc: “rt-users@lists.bestpractical.com
rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Triggering an API call to external application
Message-ID:
<CAD=v5=pMPspLx2pnaO7=
1H+JVDEG0WcHpKC4QRO3ud25p4S_Uw@mail.gmail.com>
Content-Type: text/plain; charset=“iso-8859-1”

Hi Alex,

Thanks. Will look into these

PJ

On 16 July 2014 22:44, Alex Peters alex@peters.net wrote:

The cleanest way would be through a scrip, as you correctly suspected.
Simply write Perl code to call the API in the required manner, probably
using LWP::UserAgent (or possibly WWW::Mechanize).

On 16 July 2014 21:43, pj loh optimints@gmail.com wrote:

Hi,

I’d like to, at the creation of a ticket, trigger an external
application’s API. The external application expects HTTP GET/ POST
requests
and returns results via the same way, so I’m wondering if it’s possible
to
do that via scrips. Since there are modules such as LWP in PERL, I’m
wondering if I can use that, but I’d like to see if this has been done
(and
how).

Can anyone point me in the right direction if this is possible?

Thanks,
PJ


RT Training - Boston, September 9-10
Training — Best Practical Solutions

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Message: 8
Date: Thu, 17 Jul 2014 12:58:04 +0530
From: Ajay Kumar joinajay1@gmail.com
To: rt-users@lists.bestpractical.com
Cc: “Ashok (ESDS )” ashok@esds.co.in
Subject: [rt-users] how to migrate request-tracker database from
sqlite3 to mysql
Message-ID:
<
CAL41znOqNV9CFwFCB4wA95MoaZjL3Bc5QONkNLp4x9ZPVM6UfA@mail.gmail.com>
Content-Type: text/plain; charset=“utf-8”

Hi,
Have any one has migrated request-tracker database from sqlite3 to mysql
successfully?If yes, pls share the steps. I am using rt 4.2.1.We tried
recently then I was not able to create ticket and getting below mentioned
error:
Ticket could not be created due to an internal error
Can anyone help pls.
Regards,
Ajay
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Message: 9
Date: Thu, 17 Jul 2014 05:04:18 -0700 (PDT)
From: AJ aaron.mccarthy@southwestern.ie
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Adding Template content to the reply box
Message-ID: 1405598658468-57957.post@n7.nabble.com
Content-Type: text/plain; charset=us-ascii

Hi all,

I have just made 29 templates and made a custom field containing all the
names of the templates. The user chooses the template, replies to a ticket
and includes all the variables in the transaction content.

However, they do not want it to work in this way.

They want it to have this behaviour:

When the user selects the custom field value for the template, it will
insert the contents of that template into the body of the reply so they can
edit anything that needs to be changed/included before sending.

Is there a way to do this?


View this message in context:
http://requesttracker.8502.n7.nabble.com/Adding-Template-content-to-the-reply-box-tp57957.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


Message: 10
Date: Thu, 17 Jul 2014 22:06:41 +1000
From: Alex Peters alex@peters.net
To: AJ aaron.mccarthy@southwestern.ie
Cc: “rt-users@lists.bestpractical.com
rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Adding Template content to the reply box
Message-ID:
<
CAFdkmpsN1vpk_kUAzU-N0JutAuM9_evqCUeKGDA0qvdT8b5JiA@mail.gmail.com>
Content-Type: text/plain; charset=“utf-8”

Sounds like you’re after articles:

Customizing/Articles introduction - RT 5.0.3 Documentation - Best Practical
http://requesttracker.wikia.com/wiki/Articles

On 17 July 2014 22:04, AJ aaron.mccarthy@southwestern.ie wrote:

Hi all,

I have just made 29 templates and made a custom field containing all the
names of the templates. The user chooses the template, replies to a
ticket
and includes all the variables in the transaction content.

However, they do not want it to work in this way.

They want it to have this behaviour:

When the user selects the custom field value for the template, it will
insert the contents of that template into the body of the reply so they
can
edit anything that needs to be changed/included before sending.

Is there a way to do this?


View this message in context:

http://requesttracker.8502.n7.nabble.com/Adding-Template-content-to-the-reply-box-tp57957.html

Sent from the Request Tracker - User mailing list archive at Nabble.com.

RT Training - Boston, September 9-10
Training — Best Practical Solutions

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Message: 11
Date: Thu, 17 Jul 2014 05:51:57 -0700 (PDT)
From: AdamThomas adam.thomas@sgs.com
To: rt-users@lists.bestpractical.com
Subject: [rt-users] How can you use requestor info in custom field
Message-ID: 1405601517430-57959.post@n7.nabble.com
Content-Type: text/plain; charset=us-ascii

When a ticket is emailed in I want the requestors location to be auto
populated into my custom field “location”.

My user profile automatically detects their location in their user profile


View this message in context:
http://requesttracker.8502.n7.nabble.com/How-can-you-use-requestor-info-in-custom-field-tp57959.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


Message: 12
Date: Thu, 17 Jul 2014 07:52:04 -0700 (PDT)
From: AdamThomas adam.thomas@sgs.com
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Daily report time worked
Message-ID: 1405608723820-57962.post@n7.nabble.com
Content-Type: text/plain; charset=us-ascii

My boss wants a daily report of time worked from the tickets in RT. The
problem is if the same ticket is worked on over a couple of days the report
totals up the “time worked field” instead of the time worked on that day.

For example

lets say I opened a ticket Tuesday and I worked on it for 45 mins so the
time worked field says 45 minutes.
Then on Wednesday I work 30 minutes on the same ticket the time worked now
shows 1hr15mins
Then Thursday I work another 15 minutes it will now say 1hr30minutes.

Any ideas on how to capture just the added minutes


View this message in context:
http://requesttracker.8502.n7.nabble.com/Daily-report-time-worked-tp57962.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


Message: 13
Date: Thu, 17 Jul 2014 11:44:42 -0400
From: Mike Johnson mike.johnson@nosm.ca
To: “rt-users@lists.bestpractical.com
rt-users@lists.bestpractical.com
Subject: [rt-users] Custom Field values driving the contents of other
custom fields
Message-ID:
<CAFuoEe_y2dRZO+GfkHu–NE_LSaEi8ap3Y8aN=-
PdwQBNEA9NA@mail.gmail.com>
Content-Type: text/plain; charset=“utf-8”

First, we are on RT 3.8.10 (I know, it’s old!!!) and I searched
google/listserv and the extensions list on BP’s site and didn’t find
anything that looked like this…

Is there functionality out there for RT that allows 1 custom field’s value
to dictate the values available in another custom field?

I could see this being possible through some sort of customization, but I’m
hoping not to have to go there…

Thoughts?


Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson@nosm.ca
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