Spreadsheet view displays more columns than in search

RT Users
1

When my users are searching for tickets, they select the columns they
want and then search. A lot of them like the spreadsheet view so they
can make reports. One problem is in the spreadsheet view there are a
lot of extra columns that they didn’t add. They appear to be most of
the default time fields in RT (IE, told date, due date, etc). Is there
a way to omit these?

RT 3.4.5

Thanks!
-Tim

2

When my users are searching for tickets, they select the columns they
want and then search. A lot of them like the spreadsheet view so they
can make reports. One problem is in the spreadsheet view there are a
lot of extra columns that they didn’t add. They appear to be most of
the default time fields in RT (IE, told date, due date, etc).
Is there
a way to omit these?

RT 3.4.5

This is what you want:
http://wiki.bestpractical.com/index.cgi?SpreadsheetDisplayedFields
It was vandalized, so I reverted to the previous saved version.

Eric Schultz
United Online

3

Hi,

As far as I can understand when a new user sends e-mail to RT for the
first time he is created in RT databases, but he cannot logon to RT.

But what should I do if I do not want to create users by e-mail? only
registered users should be able to create tickets. If user whose e-mail is
not in RT database sends an e-mail to RT I want the e-mail to bounce,
without creating the user in RT databases.

I do not want the external users to post and create tickets, since this
invites spam. Is there a smimple way to block user creation by e-mail?
There must be, I am sure.

Any hints how to do this?

Tomasz Wlodek | tel 631-344-7448
Brookhaven Laboratory, Building 510M | fax 631-344-7616
Upton NY 11973-5000 |

4

Thanks Eric, do you know why I’d be getting different results in
spreadsheet vs the web list? On one report I am getting 14 tickets in
the web view and in the spreadsheet I am getting 11 and the data is
wrong… FYI the web results are correct and the spreadsheet is not. Is
something not being escaped that is affecting the query?

-TimFrom: Schultz, Eric [mailto:ESchultz@corp.untd.com]
Sent: Tuesday, May 23, 2006 3:32 PM
To: Flynn, Timothy J; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Spreadsheet view displays more columns than in
search

When my users are searching for tickets, they select the columns they
want and then search. A lot of them like the spreadsheet view so they
can make reports. One problem is in the spreadsheet view there are a
lot of extra columns that they didn’t add. They appear to be most of
the default time fields in RT (IE, told date, due date, etc).
Is there
a way to omit these?

RT 3.4.5

This is what you want:
http://wiki.bestpractical.com/index.cgi?SpreadsheetDisplayedFields
It was vandalized, so I reverted to the previous saved version.

Eric Schultz
United Online

5

As far as I can understand when a new user sends e-mail to RT for the
first time he is created in RT databases, but he cannot logon to RT.

But what should I do if I do not want to create users by e-mail? only
registered users should be able to create tickets. If user
whose e-mail is
not in RT database sends an e-mail to RT I want the e-mail to bounce,
without creating the user in RT databases.

I do not want the external users to post and create tickets,
since this
invites spam. Is there a smimple way to block user creation by e-mail?
There must be, I am sure.

Maybe this from RT_Config.pm?

If $SenderMustExistInExternalDatabase is true, RT will refuse to

create non-privileged accounts for unknown users if you are using

the “LookupSenderInExternalDatabase” option.

Instead, an error message will be mailed and RT will forward the

message to $RTOwner.

If you are not using $LookupSenderInExternalDatabase, this option

has no effect.

If you define an AutoRejectRequest template, RT will use this

template for the rejection message.

Set($SenderMustExistInExternalDatabase , undef);

But it looks like you have to have $LookupSenderInExternalDatabase, and
I don’t see that defined in RT_Config.pm. Also, not sure if you can
fool things and have $LookupSenderInExternalDatabase really be “local”.

Eric Schultz
United Online

6

Only thing I can think of is that you somehow modified the query before
doing one query vs. the other? Maybe using the browser navigation vs.
the application navigation? If the spreadsheet had more, I would say it
could be something with that query being less restrictive, but that’s
not the case.

7

At Tuesday 5/23/2006 04:37 PM, Tomasz Wlodek wrote:

Hi,

As far as I can understand when a new user sends e-mail to RT for the
first time he is created in RT databases, but he cannot logon to RT.

But what should I do if I do not want to create users by e-mail? only
registered users should be able to create tickets. If user whose e-mail is
not in RT database sends an e-mail to RT I want the e-mail to bounce,
without creating the user in RT databases.

I do not want the external users to post and create tickets, since this
invites spam. Is there a smimple way to block user creation by e-mail?
There must be, I am sure.

Any hints how to do this?

I think you can do this by making sure that CreateTicket is not
granted to Everyone - only to your registered users.

Steve

8

Eric,

That’s the weird part. It is the same exact query. They perform the
search and see the web results, then they click the spreadsheet link and
it comes up different than what is in the web results. I haven’t
applied the patch yet. Will that fix it?

Thanks,
-TimFrom: Schultz, Eric [mailto:ESchultz@corp.untd.com]
Sent: Tuesday, May 23, 2006 3:57 PM
To: Flynn, Timothy J; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Spreadsheet view displays more columns than in
search

Only thing I can think of is that you somehow modified the query before
doing one query vs. the other? Maybe using the browser navigation vs.
the application navigation? If the spreadsheet had more, I would say it
could be something with that query being less restrictive, but that’s
not the case.

Thanks Eric, do you know why I’d be getting different results in
spreadsheet vs the web list? On one report I am getting 14 tickets in
the web view and in the spreadsheet I am getting 11 and the data is
wrong… FYI the web results are correct and the spreadsheet
is not. Is
something not being escaped that is affecting the query?

-Tim

-----Original Message-----
From: Schultz, Eric [mailto:ESchultz@corp.untd.com]
Sent: Tuesday, May 23, 2006 3:32 PM
To: Flynn, Timothy J; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Spreadsheet view displays more columns than in
search

When my users are searching for tickets, they select the
columns they
want and then search. A lot of them like the spreadsheet
view so they
can make reports. One problem is in the spreadsheet view
there are a
lot of extra columns that they didn’t add. They appear to
be most of
the default time fields in RT (IE, told date, due date, etc).
Is there
a way to omit these?

RT 3.4.5

This is what you want:
Request Tracker Wiki
It was vandalized, so I reverted to the previous saved version.

Eric Schultz
United Online

9

Eric,

I just dumped the TSV results to a txt file and opened with

ultraedit and the data is fine. Excel is messing up the data somehow.
Doesn’t appear to be an RT issue, but it might be an escaping issue due
to some of the content in the ticket.

Thanks for the link on the patch for the columns!

-Tim

[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Flynn,
Timothy JSent: Wednesday, May 24, 2006 8:05 AM
To: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Spreadsheet view displays more columns than in
search

Eric,

That’s the weird part. It is the same exact query. They perform the
search and see the web results, then they click the spreadsheet link and
it comes up different than what is in the web results. I haven’t
applied the patch yet. Will that fix it?

Thanks,
-Tim

From: Schultz, Eric [mailto:ESchultz@corp.untd.com]
Sent: Tuesday, May 23, 2006 3:57 PM
To: Flynn, Timothy J; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Spreadsheet view displays more columns than in
search

Only thing I can think of is that you somehow modified the query before
doing one query vs. the other? Maybe using the browser navigation vs.
the application navigation? If the spreadsheet had more, I would say it
could be something with that query being less restrictive, but that’s
not the case.

Thanks Eric, do you know why I’d be getting different results in
spreadsheet vs the web list? On one report I am getting 14 tickets in
the web view and in the spreadsheet I am getting 11 and the data is
wrong… FYI the web results are correct and the spreadsheet
is not. Is
something not being escaped that is affecting the query?

-Tim

-----Original Message-----
From: Schultz, Eric [mailto:ESchultz@corp.untd.com]
Sent: Tuesday, May 23, 2006 3:32 PM
To: Flynn, Timothy J; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Spreadsheet view displays more columns than in
search

When my users are searching for tickets, they select the
columns they
want and then search. A lot of them like the spreadsheet
view so they
can make reports. One problem is in the spreadsheet view
there are a
lot of extra columns that they didn’t add. They appear to
be most of
the default time fields in RT (IE, told date, due date, etc).
Is there
a way to omit these?

RT 3.4.5

This is what you want:
Request Tracker Wiki
It was vandalized, so I reverted to the previous saved version.

Eric Schultz
United Online

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:

10

At Tuesday 5/23/2006 04:50 PM, Flynn, Timothy J wrote:

Thanks Eric, do you know why I’d be getting different results in
spreadsheet vs the web list? On one report I am getting 14 tickets in
the web view and in the spreadsheet I am getting 11 and the data is
wrong… FYI the web results are correct and the spreadsheet is not. Is
something not being escaped that is affecting the query?

-Tim

The mechanism use in searching for the web view is different from
that used in the full spreadsheet download.

That said, you should still see the same number of rows. When you get
14 rows in the web view are you actually seeing 14 tickets in the
list, or is that number from the ‘Found 14 tickets’ message? It’s
just possible that you only have permission to see 11 of the 14 rows returned.

Steve

11

I think I found the root of the problem. It doesn’t appear that tab
characters or newlines are being escaped from the result set. This
would cause issues with the presentation in Excel. I will add some
coding to do this to the rows after I apply the patch. I am surprised
this never affected anyone before.

Thanks,
-TimFrom: Stephen Turner [mailto:sturner@MIT.EDU]
Sent: Wednesday, May 24, 2006 9:04 AM
To: Flynn, Timothy J; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Spreadsheet view displays more columns than in
search

At Tuesday 5/23/2006 04:50 PM, Flynn, Timothy J wrote:

Thanks Eric, do you know why I’d be getting different results in
spreadsheet vs the web list? On one report I am getting 14 tickets in
the web view and in the spreadsheet I am getting 11 and the data is
wrong… FYI the web results are correct and the spreadsheet is not.
Is
something not being escaped that is affecting the query?

-Tim

The mechanism use in searching for the web view is different from
that used in the full spreadsheet download.

That said, you should still see the same number of rows. When you get
14 rows in the web view are you actually seeing 14 tickets in the
list, or is that number from the ‘Found 14 tickets’ message? It’s
just possible that you only have permission to see 11 of the 14 rows
returned.

Steve

12

Woops, just found this:

$val =~ s/(\n|\r)//g;

Looks like I just need to change to:

$val =~ s/(\n|\r|\t)//g;

-Tim

[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Flynn,
Timothy JSent: Wednesday, May 24, 2006 9:15 AM
To: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Spreadsheet view displays more columns than in
search

I think I found the root of the problem. It doesn’t appear that tab
characters or newlines are being escaped from the result set. This
would cause issues with the presentation in Excel. I will add some
coding to do this to the rows after I apply the patch. I am surprised
this never affected anyone before.

Thanks,
-Tim

From: Stephen Turner [mailto:sturner@MIT.EDU]
Sent: Wednesday, May 24, 2006 9:04 AM
To: Flynn, Timothy J; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Spreadsheet view displays more columns than in
search

At Tuesday 5/23/2006 04:50 PM, Flynn, Timothy J wrote:

Thanks Eric, do you know why I’d be getting different results in
spreadsheet vs the web list? On one report I am getting 14 tickets in
the web view and in the spreadsheet I am getting 11 and the data is
wrong… FYI the web results are correct and the spreadsheet is not.
Is
something not being escaped that is affecting the query?

-Tim

The mechanism use in searching for the web view is different from
that used in the full spreadsheet download.

That said, you should still see the same number of rows. When you get
14 rows in the web view are you actually seeing 14 tickets in the
list, or is that number from the ‘Found 14 tickets’ message? It’s
just possible that you only have permission to see 11 of the 14 rows
returned.

Steve

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:

13

Hey all,

I’m trying to develop a report for my department that shows which
tickets were worked by each of our IT staff members.

I’ve got a group with all the IT staff members in it. I want to extract
that list so I can then grep the ticket histories. The problem is, the
rt command line won’t give me a list:

[rickr@freud ~]$ rt show groups/27

Unknown object type: groups

id: groups/27
[rickr@freud ~]$ rt show group/27

Unknown object type: group

id: group/27

What’s weird is that the RT command line help specifically claims that
I can operate on groups:

[rickr@freud ~]$ rt help types

You can currently operate on the following types of objects:

- tickets
- users
- groups
- queues

…

[rickr@freud ~]$ rt help group

Users and groups are identified by name or numeric ID.

The following generic operations may be performed upon them:

- list
- show
- edit
- create

What gives? How do I list the members of a group from the CLI?

Rick R.

14

After reviewing my changes further I believe I came up with a better
solution for escaping tabs.

In the file “rtroot”/share/html/Search/Elements/Results.tsv …

Instead of the line:
$val =~ s/(\n|\r)//g;

And instead of the previous change I suggested:

$val =~ s/(\n|\r|\t)//g;

I am going to change it to this:

$val =~ s/\s/ /g;

My thinking is if the intent of a newline, tab, or other whitespace
character was to separate data, then a single space would be more
fitting than nothing at all. Hope this helps someone else. Also
wouldn’t be a bad idea to add this fix to future versions even if it
doesn’t match what I did above. I would think having tabs escaped would
be required for a tab delimited file to work properly.

-Tim

[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Flynn,
Timothy JSent: Wednesday, May 24, 2006 9:16 AM
To: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Spreadsheet view displays more columns than in
search

Woops, just found this:

$val =~ s/(\n|\r)//g;

Looks like I just need to change to:

$val =~ s/(\n|\r|\t)//g;

-Tim

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Flynn,
Timothy J
Sent: Wednesday, May 24, 2006 9:15 AM
To: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Spreadsheet view displays more columns than in
search

I think I found the root of the problem. It doesn’t appear that tab
characters or newlines are being escaped from the result set. This
would cause issues with the presentation in Excel. I will add some
coding to do this to the rows after I apply the patch. I am surprised
this never affected anyone before.

Thanks,
-Tim

From: Stephen Turner [mailto:sturner@MIT.EDU]
Sent: Wednesday, May 24, 2006 9:04 AM
To: Flynn, Timothy J; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Spreadsheet view displays more columns than in
search

At Tuesday 5/23/2006 04:50 PM, Flynn, Timothy J wrote:

Thanks Eric, do you know why I’d be getting different results in
spreadsheet vs the web list? On one report I am getting 14 tickets in
the web view and in the spreadsheet I am getting 11 and the data is
wrong… FYI the web results are correct and the spreadsheet is not.
Is
something not being escaped that is affecting the query?

-Tim

The mechanism use in searching for the web view is different from
that used in the full spreadsheet download.

That said, you should still see the same number of rows. When you get
14 rows in the web view are you actually seeing 14 tickets in the
list, or is that number from the ‘Found 14 tickets’ message? It’s
just possible that you only have permission to see 11 of the 14 rows
returned.

Steve

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://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:

15

Just an FYI, it was the double quote that was causing the issues with
Excel and rows not showing properly. I am using Excel 2003. I ended up
doing this:

$val =~ s/[^\032-\041\043-\176]/ /g;

-Tim

[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Flynn,
Timothy JSent: Wednesday, May 24, 2006 9:55 AM
To: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Spreadsheet view displays more columns than in
search

After reviewing my changes further I believe I came up with a better
solution for escaping tabs.

In the file “rtroot”/share/html/Search/Elements/Results.tsv …

Instead of the line:
$val =~ s/(\n|\r)//g;

And instead of the previous change I suggested:

$val =~ s/(\n|\r|\t)//g;

I am going to change it to this:

$val =~ s/\s/ /g;

My thinking is if the intent of a newline, tab, or other whitespace
character was to separate data, then a single space would be more
fitting than nothing at all. Hope this helps someone else. Also
wouldn’t be a bad idea to add this fix to future versions even if it
doesn’t match what I did above. I would think having tabs escaped would
be required for a tab delimited file to work properly.

-Tim

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Flynn,
Timothy J
Sent: Wednesday, May 24, 2006 9:16 AM
To: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Spreadsheet view displays more columns than in
search

Woops, just found this:

$val =~ s/(\n|\r)//g;

Looks like I just need to change to:

$val =~ s/(\n|\r|\t)//g;

-Tim

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Flynn,
Timothy J
Sent: Wednesday, May 24, 2006 9:15 AM
To: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Spreadsheet view displays more columns than in
search

I think I found the root of the problem. It doesn’t appear that tab
characters or newlines are being escaped from the result set. This
would cause issues with the presentation in Excel. I will add some
coding to do this to the rows after I apply the patch. I am surprised
this never affected anyone before.

Thanks,
-Tim

From: Stephen Turner [mailto:sturner@MIT.EDU]
Sent: Wednesday, May 24, 2006 9:04 AM
To: Flynn, Timothy J; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Spreadsheet view displays more columns than in
search

At Tuesday 5/23/2006 04:50 PM, Flynn, Timothy J wrote:

Thanks Eric, do you know why I’d be getting different results in
spreadsheet vs the web list? On one report I am getting 14 tickets in
the web view and in the spreadsheet I am getting 11 and the data is
wrong… FYI the web results are correct and the spreadsheet is not.
Is
something not being escaped that is affecting the query?

-Tim

The mechanism use in searching for the web view is different from
that used in the full spreadsheet download.

That said, you should still see the same number of rows. When you get
14 rows in the web view are you actually seeing 14 tickets in the
list, or is that number from the ‘Found 14 tickets’ message? It’s
just possible that you only have permission to see 11 of the 14 rows
returned.

Steve

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://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://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:

16

Just an FYI, it was the double quote that was causing the issues with
Excel and rows not showing properly. I am using Excel 2003. I ended up
doing this:

Thanks! It sure looks like our escaping isn’t up to snuff. We should likely be
using the relevant CPAN module. I’ve opened a ticket.

Jesse

17

Hi experts,

I try to reply to ticket. Normally a group of users is set as AdminCc.
This AdminCc list consists of user1@site1.com and user2@site2.com. I
want to add one Cc (user0@site0.com) user to the Cc list.

I select a ticket and went to “People” page. In the field “watchers” I
have added user0@site0.com as type Cc:. Then I have sent reponse.

The response has never been sent. If I click on “show” I can see why:

in the e-mail sent by RT in the Cc: field you can see that the adresses
are set

with “, ,” between user0 and user1. I suspect this this makes the e-mail
fail. This is, I suspect, a bug.

Any idea how to work around this?Subject: [rt.racf.bnl.gov #168] Re: Test ticket with cc e-mail
From: “Tomasz Wlodek via RT” RACF-RT-Test@rt.racf.bnl.gov
Reply-To: RACF-RT-Test@rt.racf.bnl.gov
In-Reply-To: Pine.GSO.4.58.0605261236040.2050@rcf2.rhic.bnl.gov
References: RT-Ticket-168@rt.racf.bnl.gov
Pine.GSO.4.58.0605261231550.2050@rcf2.rhic.bnl.gov
Pine.GSO.4.58.0605261236040.2050@rcf2.rhic.bnl.gov
Message-ID: rt-3.4.5-13587-1148665044-550.168-6-0@rt.racf.bnl.gov
Precedence: bulk
X-RT-Loop-Prevention: rt.racf.bnl.gov
RT-Ticket: rt.racf.bnl.gov #168
Managed-by: RT 3.4.5 (Request Tracker — Best Practical Solutions)
RT-Originator: tomw@bnl.gov
Cc: user0@site0.com, , user1@site1.com, user2@site2.com
MIME-Version: 1.0
Content-Type: text/plain; charset=“utf-8”
Content-Transfer-Encoding: 8bit
X-RT-Original-Encoding: utf-8
X-RT-Original-Encoding: utf-8

Tomasz Wlodek | tel 631-344-7448
Brookhaven Laboratory, Building 510M | fax 631-344-7616
Upton NY 11973-5000 |