RT-Users Digest, Vol 69, Issue 18

Help me,Its quite urgentOn Mon, Dec 7, 2009 at 9:48 PM, rt-users-request@lists.bestpractical.comwrote:

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Today’s Topics:

  1. Change Simple search behavour to include all tickets content
    by default as well as closed tickets (David Lane)
  2. Re: Change Simple search behavour to include all tickets
    content by default as well as closed tickets (Emmanuel Lacour)
  3. Hyperlink in RT not working (Praveen C)
  4. Grant access to tickets to a group of people when created by
    one of them (L B)
  5. Re: Help reverting RT 3.8.6 back to displaying username
    instead of RealName (Kenneth Marshall)
  6. Re: Only showing a certain custom field when another custom
    field has a certain value selected (Kevin Falcone)
  7. Re: Can I add more than one email address to a user? (within
    user configuration) (Kevin Falcone)
  8. Innovation in RT (rifaqat zaheer)
  9. Re: Innovation in RT (Jesse Vincent)
  10. Re: Innovation in RT (Andy Millar)

Message: 1
Date: Sun, 6 Dec 2009 17:14:29 -0100
From: David Lane dave@goodchoice.it
Subject: [rt-users] Change Simple search behavour to include all
tickets content by default as well as closed tickets
To: rt-users@lists.bestpractical.com
Message-ID:
b8c47b270912061014o786a0d02y7d945fe7c9a4a8eb@mail.gmail.com
Content-Type: text/plain; charset=“iso-8859-1”

I realise this will be sloooowww but i did it before with 3.6 and want to
do it again

Google is being very unkind to me today and the archives are not helping
either

I think my previous fix was ugly but I don’t have access to the info - and
the new search tool will change whats required too

The wiki makes mention of various ways to include resolved tickets but is
silent on the content search

So to summarise I want the default behaviour to do

Any content (fulltext) of any ticket of any status

Thanks

Dave
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Message: 2
Date: Sun, 6 Dec 2009 20:25:39 +0100
From: Emmanuel Lacour elacour@easter-eggs.com
Subject: Re: [rt-users] Change Simple search behavour to include all
tickets content by default as well as closed tickets
To: rt-users@lists.bestpractical.com
Message-ID: 20091206192539.GD4507@easter-eggs.com
Content-Type: text/plain; charset=us-ascii

On Sun, Dec 06, 2009 at 05:14:29PM -0100, David Lane wrote:

I realise this will be sloooowww but i did it before with 3.6 and want
to
do it again

Google is being very unkind to me today and the archives are not helping
either

I think my previous fix was ugly but I don’t have access to the info -
and
the new search tool will change whats required too

The wiki makes mention of various ways to include resolved tickets but is
silent on the content search

So to summarise I want the default behaviour to do

Any content (fulltext) of any ticket of any status

you have to modify the method “QueryToSQL” in lib/RT/Search/Googleish.pm
for this.


Message: 3
Date: Mon, 7 Dec 2009 11:37:09 +0530
From: Praveen C praveen.velu@hotmail.com
Subject: [rt-users] Hyperlink in RT not working
To: rt-users@lists.bestpractical.com
Message-ID: BLU104-W102E28A8C888A84038583190900@phx.gbl
Content-Type: text/plain; charset=“iso-8859-1”

Hi,

I am not able to add hyperlink using RT web interface. If I add a hyperlink
using FCK editor, at the receiving end I am not able to see any hyperlinks.
I am getting a plain text mail without any hyperlinks. I have installed RT
3.8 in Debian lenny

Looking for your help

Thanks in advance…

-Pravin-


New Windows 7: Simplify what you do everyday. Find the right PC for you.
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Message: 4
Date: Mon, 7 Dec 2009 07:41:01 +0100
From: L B bertignac@gmail.com
Subject: [rt-users] Grant access to tickets to a group of people when
created by one of them
To: rt-users rt-users@lists.bestpractical.com
Message-ID:
da03fe3e0912062241r7f7ba4d7pfa03b9e56426ff94@mail.gmail.com
Content-Type: text/plain; charset=ISO-8859-1

Hello,

I need to grant access to 10 different users (each one has his RT
account) to any ticket opened by one of them. They just want to have
access, not to receive emails, so adding them as admincc or requestor
in a scrip is not sufficient.

Any idea regarding the best way to implement this ?

Many thanks !

L.B.


Message: 5
Date: Mon, 7 Dec 2009 08:25:11 -0600
From: Kenneth Marshall ktm@rice.edu
Subject: Re: [rt-users] Help reverting RT 3.8.6 back to displaying
username instead of RealName
To: Aaron Guise aaron@guise.net.nz
Cc: rt-users@lists.bestpractical.com
Message-ID: 20091207142511.GQ3237@it.is.rice.edu
Content-Type: text/plain; charset=us-ascii

On Sun, Dec 06, 2009 at 11:12:56PM +1300, Aaron Guise wrote:

Hi,

Just updated to RT 3.8.6, all looks well but on rt 3.8.0 all users were
listed in select box and transaction history as username i.e aguise for
myself. RT 3.8.6 is displaying the full name (Aaron Guise) . Our users
are so used to the old format and they really want it back. Can someone
point me to the file in which I can amend this? I found this snippet in
RT_Config.pm and basically I need to find the procedure is so I can alter
it
to get the username instead.

Any help would be greatly appreciated.

=item C<$UsernameFormat>

This determines how user info is displayed. ‘concise’ will show one of
either NickName, RealName, Name or EmailAddress, depending on what exists
and whether the user is privileged or not. ‘verbose’ will show RealName
and
EmailAddress.

=cut

Set($UsernameFormat, ‘concise’);


Regards,

Aaron

Hi Aaron,

We had the same problem here. It was a bit odd that the old format
is not one of the options. Here are the changes we made for 3.8.5
that will probably work in 3.8.6 as well:

cp RTHOME/share/html/Elements/ShowUser -> local/html/Element/ShowUser

Patch as follows:

— share/html/Elements/ShowUser 2009-10-13 12:24:43.000000000 -0500
+++ local/html/Elements/ShowUser 2009-10-27 10:13:58.000000000 -0500
@@ -60,6 +60,9 @@
if ( $style eq ‘concise’ ) {
$m->comp( ‘/Elements/ShowUserConcise’, User => $User );
}
+elsif ( $style eq ‘old’ ) {

  • $m->comp( ‘/Elements/ShowUserOld’, User => $User );
    +}
    else { $m->comp( ‘/Elements/ShowUserVerbose’, User => $User ); }
    </%INIT>
    <%ARGS>

and here is ShowUserOld:


<%INIT>
if ($User) {
my $printable;
if ( $User->EmailAddress && $User->EmailAddress ne $User->Name ) {
$printable = $User->Name . ’ <’ . $User->EmailAddress .’>’;
}
else {
$printable = $User->Name
|| $User->EmailAddress
|| $User->RealName
|| $User->NickName;
}
$m->out( $m->interp->apply_escapes( $printable, ‘h’ ) );
}

</%INIT>
<%ARGS>
$User => undef
$Address => undef
</%ARGS>


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Message: 6
Date: Mon, 7 Dec 2009 10:48:52 -0500
From: Kevin Falcone falcone@bestpractical.com
Subject: Re: [rt-users] Only showing a certain custom field when
another custom field has a certain value selected
To: rt-users@lists.bestpractical.com
Message-ID: 20091207154852.GE910@jibsheet.com
Content-Type: text/plain; charset=“us-ascii”

On Fri, Dec 04, 2009 at 03:23:24PM -0500, Kyle McKinley wrote:

I realize this is an open ended question here. I’m looking for a way to
hide custom fields until necessitated by the choice of a value in
another custom field. Is their a way to do this with Scrips or do I
need to dig into the config files? Or is this some capability that
hierarchal custom fields will provide when I upgrade at some point? So
what I’m really getting at, is should I just wait till I upgrade.
Thanks!

Hierarchical Custom Fields just allow you to change the options
available in Custom Field B based on your selection in Custom Field A.

Hiding or showing CFs based on selection values would require custom
hacking.

-kevin
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Message: 7
Date: Mon, 7 Dec 2009 10:56:39 -0500
From: Kevin Falcone falcone@bestpractical.com
Subject: Re: [rt-users] Can I add more than one email address to a
user? (within user configuration)
To: rt-users@lists.bestpractical.com
Message-ID: 20091207155639.GF910@jibsheet.com
Content-Type: text/plain; charset=“us-ascii”

On Sat, Dec 05, 2009 at 06:48:20AM -0800, John David Chapman wrote:

Lets assume I have set up user Joe Bloggs.

I added joe.bloggs1@example.com; joe.bloggs2@example.com as the email
with
user configuration.

However, RT only ever notifies joe.bloggs1@example.com

You can’t do this.

You can have two users and use RT-Extension-MergeUsers to merge the
two and have RT look up the secondary address to find the primary
user.

-kevin
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Message: 8
Date: Mon, 7 Dec 2009 21:23:37 +0500
From: rifaqat zaheer rifaqat051@gmail.com
Subject: [rt-users] Innovation in RT
To: rt-users@lists.bestpractical.com
Message-ID:
e2cbad0b0912070823q6dd2cee5o43aea4ee034cd3c@mail.gmail.com
Content-Type: text/plain; charset=“iso-8859-1”

Respected sir!

                           I completed the Project of generating an

email when an error comes in a switches and router using RT software. Now I
want something new in RT . There is scholarships program of RT software and
they are asking about the research proposal.Please guide me with your
valuable suggestions and advice about innovation in RT software, what I can
do extra customization in RT software so that based on it I can write my
research proposal.I need small research proposal in order to get some
idea.Sir kindly help me in this situation.
I shall be very thankful

YOURS Obediently
Rifaqat Zaheer
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Message: 9
Date: Mon, 7 Dec 2009 11:35:21 -0500
From: Jesse Vincent jesse@bestpractical.com
Subject: Re: [rt-users] Innovation in RT
To: rifaqat zaheer rifaqat051@gmail.com
Cc: rt-users@lists.bestpractical.com
Message-ID: 20091207163521.GU32347@bestpractical.com
Content-Type: text/plain; charset=us-ascii

On Mon, Dec 07, 2009 at 09:23:37PM +0500, rifaqat zaheer wrote:

Respected sir!

                            I completed the Project of generating an

email when an error comes in a switches and router using RT software. Now
I
want something new in RT . There is scholarships program of RT software
and
they are asking about the research proposal.Please guide me with your
valuable suggestions and advice about innovation in RT software, what I
can
do extra customization in RT software so that based on it I can write my
research proposal.I need small research proposal in order to get some
idea.Sir kindly help me in this situation.
I shall be very thankful

Rifaqat,

Do they actually mean Request Tracker or are you perhaps looking at
Real-Time software?

Best,
Jesse

YOURS Obediently
Rifaqat Zaheer


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Message: 10
Date: Mon, 07 Dec 2009 16:48:11 +0000
From: Andy Millar andy@andymillar.co.uk
Subject: Re: [rt-users] Innovation in RT
To: rt-users@lists.bestpractical.com
Message-ID: 1260204491.9585.73.camel@millaralpt
Content-Type: text/plain

On Mon, 2009-12-07 at 21:23 +0500, rifaqat zaheer wrote:

Respected sir!

I’m also confused as to why I’ve received this mail off-list as well.

The mail has come from the same name and a different email address.

Andy



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End of RT-Users Digest, Vol 69, Issue 18