Mailing List Archive by Gossamer Threads http://www.gossamer-threads.com/lists/rt/users/ en-us (c) Gossamer Threads Inc. All rights reserved. 08 Nov 2009 20:28:34 -0800 120 75 23 http://www.gossamer-threads.com/lists/rt/users/ http://www.gossamer-threads.com/images/lists/rss_logo.jpg I'm migrating our RT to a dedicated system. On the old system, the path to RT was http://server/rt/, and so the WebPath variable was set to "/rt" 06 Nov 2009 12:39:33 -0800 http://www.gossamer-threads.com/lists/rt/users/89811 Hey Everyone, I'm working on a scrip that when an approval is approved and the parent ticket switches to "open" it emails a budget manager with the o 06 Nov 2009 11:00:48 -0800 http://www.gossamer-threads.com/lists/rt/users/89800 Hi every one, i'm new in Request Tracker and I want to know how to extract different values from the body of the mail send to my Request Tracker web m 06 Nov 2009 05:13:56 -0800 http://www.gossamer-threads.com/lists/rt/users/89776 Hi RT-Users, after upgrading from 3.8.4 to 3.8.6 we are missing in the ticket menu (on the left side) the items 'Show Results' and ' Bulk Update and 06 Nov 2009 05:03:10 -0800 http://www.gossamer-threads.com/lists/rt/users/89777 Hi all I would like to setup my system so that when an agent responds to a ticket in a specific queue the email display name should be the queue name 06 Nov 2009 01:02:21 -0800 http://www.gossamer-threads.com/lists/rt/users/89771 Just in case anyone else runs into this, not sure if it was supposed to be this way or not, but after upgrading to RT 3.8.6 from 3.8.4 we were getting 05 Nov 2009 20:43:51 -0800 http://www.gossamer-threads.com/lists/rt/users/89768 Let's say someone emails a pdf (or some other kind of binary) file as an attachment to a ticket through rt. If i access the said attachment trough the 05 Nov 2009 12:09:56 -0800 http://www.gossamer-threads.com/lists/rt/users/89752 Hi all, I just spent yesterday upgrading to RT 3.8.5 with RTFM 2.4.2 and for some reason "kill" isn't working from the main UI anymore. I get: RT::T 05 Nov 2009 10:27:46 -0800 http://www.gossamer-threads.com/lists/rt/users/89748 On Thu, Nov 05, 2009 at 02:17:53PM -0000, Gabriel - IP Guys wrote: > Dear All, > > > > I would like to create a search that highlights tickets tha 05 Nov 2009 06:39:17 -0800 http://www.gossamer-threads.com/lists/rt/users/89741 put in the time frame "-14 days" From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Gabri 05 Nov 2009 06:29:47 -0800 http://www.gossamer-threads.com/lists/rt/users/89742 Dear All, I would like to create a search that highlights tickets that are 14 days old, but I don't know how to do a search that uses the date in 05 Nov 2009 06:17:53 -0800 http://www.gossamer-threads.com/lists/rt/users/89740 johndchapman@hotmail.com wrote: > OK thanks Mike. > > I'm new to RT. I presume correspondence means sending an automated email to the customer? The 05 Nov 2009 05:15:27 -0800 http://www.gossamer-threads.com/lists/rt/users/89739 Hi, I have given my customer rights to see a queue and see comments: Config > Queues > (select queue) > User Rights (then under the user you require, 05 Nov 2009 03:54:56 -0800 http://www.gossamer-threads.com/lists/rt/users/89733 I have already installed RT 3.8.4 , and it works fine (on a test server). However, in the process of installing RT 3.8.4 on a new server (producti 04 Nov 2009 18:39:44 -0800 http://www.gossamer-threads.com/lists/rt/users/89725 I have the approval process working. Here is my template that creates the 2 approval tickets in the __Approvals Queue. ===Create-Ticket: manager-a 04 Nov 2009 08:42:24 -0800 http://www.gossamer-threads.com/lists/rt/users/89707 Hi, I am trying to customise Sender field of the message header by using templates. I am using the following object to get the Real Name value: {$Tr 04 Nov 2009 07:04:25 -0800 http://www.gossamer-threads.com/lists/rt/users/89706 RT 3.6.x Hi, I have a number of Customer fields which help track the status and other details of a ticket, when I use Customer fields or Basic to ma 04 Nov 2009 05:31:28 -0800 http://www.gossamer-threads.com/lists/rt/users/89701 Greetings, users added in one time BCC and CC do not receive email. do these fields have to be email addresses that exist in the realm of RT? or ca 04 Nov 2009 05:07:15 -0800 http://www.gossamer-threads.com/lists/rt/users/89700 Hello, I am currently having a strange problem with RT 3.8.2 I have a CGI script which connects to RT, in order to build a bridge between our curren 04 Nov 2009 04:55:39 -0800 http://www.gossamer-threads.com/lists/rt/users/89698 Hi All We are currently running RT version 3.8.5. We have a problem where users logging requests leave certain fields blank which is 04 Nov 2009 03:43:58 -0800 http://www.gossamer-threads.com/lists/rt/users/89693 Hi folks, I couldn't find an answer to this anywhere, apologies if my google-fu is failing me, but is it possible to set up the web interface to bran 04 Nov 2009 03:06:27 -0800 http://www.gossamer-threads.com/lists/rt/users/89692 Hello All Yesterday I have upgraded from 3.6.3 to 3.8.5 all has works well. But I m facing a strange problem for e.g. I have logged with root user 04 Nov 2009 01:49:44 -0800 http://www.gossamer-threads.com/lists/rt/users/89688 Hi, my problem is, that RT doesn't accept the UpdateCc Argument via the input line if I reply to a ticket. If I add people via the "People" page as C 04 Nov 2009 01:21:07 -0800 http://www.gossamer-threads.com/lists/rt/users/89687 Hey Everyone, So I've been looking at ways to create approvals, and initially i created my own approval queue called po-approvals, created the templa 03 Nov 2009 15:31:29 -0800 http://www.gossamer-threads.com/lists/rt/users/89674 Hi, I have two questions: The first one, I would like to not send e-mail to the requestor, but just in a specific queue. Can I do this ? I couldnt 03 Nov 2009 10:12:45 -0800 http://www.gossamer-threads.com/lists/rt/users/89659 To list, Is there a comprehensive instruction list for installing RT 3.8.x on/via RedHat? We tried solaris and got no joy from our support group, b 03 Nov 2009 09:37:13 -0800 http://www.gossamer-threads.com/lists/rt/users/89658 We added an extra customized column in the Admin/Users/index.html. The column name is called "LastAccessTime". The purpose is to display the last acce 03 Nov 2009 08:24:31 -0800 http://www.gossamer-threads.com/lists/rt/users/89656 Hi, I'm working through the migration of our relatively large RT2 data set (500,000 tickets) with rt2tort3. I've already fixed a number of issues wi 03 Nov 2009 08:24:26 -0800 http://www.gossamer-threads.com/lists/rt/users/89654 RT 3.6.x Centos OS Documentation referred to wiki ApprovalCreation and RT Essentials Book I have tried several options for the Queue (___Approvals) 03 Nov 2009 05:00:16 -0800 http://www.gossamer-threads.com/lists/rt/users/89650 Hello All I have recently upgraded my application from RT 3.6.3 to 3.8.4. Application has seems to be upgraded correctly but when I have upgraded 02 Nov 2009 22:20:38 -0800 http://www.gossamer-threads.com/lists/rt/users/89644 -----Original Message----- From: Alan Premselaar [mailto:alien@12inch.com] Sent: Thursday, October 29, 2009 10:33 PM To: Victor Gehring Cc: 'RT-Users 02 Nov 2009 08:28:50 -0800 http://www.gossamer-threads.com/lists/rt/users/89631 My problem is solved. I have used the soft : "Rad Software Regular Expression Designer" to find the good sentence for Regex. The final Scrip for Nag 02 Nov 2009 08:23:18 -0800 http://www.gossamer-threads.com/lists/rt/users/89633 Hi, we figured out during the last weeks, that a ticket resolved by a scrip has no resolved time stamp set, is this a know behavior or a simple bug? W 02 Nov 2009 08:22:45 -0800 http://www.gossamer-threads.com/lists/rt/users/89629 On Fri, Oct 30, 2009 at 06:36:38PM -0400, Barron, Josh wrote: > > [root@help01 rt-3.8.6]# ./sbin/rt-setup-database --dba root > --prompt-for-dba-pass 02 Nov 2009 05:02:05 -0800 http://www.gossamer-threads.com/lists/rt/users/89622 Is there any easy way to make ticket IDs start in a number (eg: 2000), instead of starting in 1? If I manually change the ID of a ticket to 2000 will 02 Nov 2009 04:40:12 -0800 http://www.gossamer-threads.com/lists/rt/users/89619 Hi all, I am trying create a scrip in RT3 for close automaticly the tickets from Nagios alert. I am working from the scrips "AutoCloseOnNagiosRecove 02 Nov 2009 03:00:07 -0800 http://www.gossamer-threads.com/lists/rt/users/89613 I've just upgraded to 3.8.4 and as part of that I've enabled UseSQLForACLChecks RT_SiteConfig.pm:Set($UseSQLForACLChecks, 1); However this really 31 Oct 2009 04:21:08 -0800 http://www.gossamer-threads.com/lists/rt/users/89608 We've got a new RT install (RT 3.8.4 running on Solaris 10) that we've started using here at work. I've read through a bunch of the "slow" RT threads 30 Oct 2009 18:23:15 -0800 http://www.gossamer-threads.com/lists/rt/users/89604 Hello all, I'm having quite the time upgrading RT from 3.6.6 to the last version. I am following the readme and upgrading.mysql docs. ./config 30 Oct 2009 15:36:38 -0800 http://www.gossamer-threads.com/lists/rt/users/89603 Hi everyone, I have a select-one Custom Field called "Product" with 5 products in it. Based on what product is selected (on create), I would like a 29 Oct 2009 16:50:47 -0800 http://www.gossamer-threads.com/lists/rt/users/89585 Greetings, After many hours scouring around the globe for answers, I have feel I have gathered enough diagnostic info to post my issue. The RT serve 29 Oct 2009 15:56:13 -0800 http://www.gossamer-threads.com/lists/rt/users/89583 Hi all, We use RT to perform customer service for our client. RT doesn't really have a good way for us to get the numbers we need to bill our clients 29 Oct 2009 12:39:58 -0800 http://www.gossamer-threads.com/lists/rt/users/89581 Hi, In RT 3.8.2 (We'll be upgrading to 3.8.6 pretty soon), you can configure a custom field be link to an URL. For instance, you can put http://doma 29 Oct 2009 09:23:19 -0800 http://www.gossamer-threads.com/lists/rt/users/89579 Gerrit Kilian IT Support supervisor DGB (Pty) Ltd Tel: +27(0)21 864 5352 Fax: +27(0)21 864 1287 Cell: +27(0)84 603 4826 http://www.dgb.co.za DISCLAI 29 Oct 2009 07:37:34 -0800 http://www.gossamer-threads.com/lists/rt/users/89573 Looking for a way (scrip?) to remove non-owner/requester/admin CCs on take or ownership change. We have a big group of CCs when a ticket comes in, on 29 Oct 2009 07:22:53 -0800 http://www.gossamer-threads.com/lists/rt/users/89561 Hi list, I try to program a little scrip that checks if priority numbers are unique within a queue and therefore I try to return an error message fro 29 Oct 2009 06:19:02 -0800 http://www.gossamer-threads.com/lists/rt/users/89558 Due to some annoying circumstances and RT running on a VM, I'm out of disk space on /, and can only add a new partition because I don't want to dick a 28 Oct 2009 17:31:30 -0800 http://www.gossamer-threads.com/lists/rt/users/89552 Hi. I'm using RT 3.6, and I'm Portuguese. I would like to give users the option of changing the language, default being English. However, if I keep 28 Oct 2009 11:21:51 -0800 http://www.gossamer-threads.com/lists/rt/users/89551 Well, it really boils down to how it works? Do you replace an entire function in the overlay, the entire .pm file, or what? _________________________ 28 Oct 2009 07:42:53 -0800 http://www.gossamer-threads.com/lists/rt/users/89550 Hi to all, I want to know if someone have a scrip that make a ticket get the priority and duedate from the queue is moving to. ej. Ticket#001 in qu 28 Oct 2009 06:02:09 -0800 http://www.gossamer-threads.com/lists/rt/users/89547 Dear All Could you please help me to create a custom condition for Reply on resolve? When user resolve a ticket with reply option, requester gets tw 27 Oct 2009 23:39:51 -0800 http://www.gossamer-threads.com/lists/rt/users/89542 I have been asked to change out RT install such that when someone in, say, the support group replies, his RealName is not shown ("Support Staff at s 27 Oct 2009 10:43:25 -0800 http://www.gossamer-threads.com/lists/rt/users/89535 I just imported a bunch of users from ldap and realized after the fact I forgot to make sure they were imported as privileged users. I've been castin 27 Oct 2009 10:06:39 -0800 http://www.gossamer-threads.com/lists/rt/users/89534 Good day list Can someone please assist. I managed to install RT with a mission and I am now at the last sections of the install. 27 Oct 2009 05:26:39 -0800 http://www.gossamer-threads.com/lists/rt/users/89533 As I was trying to get approvals to work using the CreateTicket action and instructions found on the wiki, I encoutered a few problems: 1. AdminCcs o 26 Oct 2009 13:37:12 -0800 http://www.gossamer-threads.com/lists/rt/users/89524 Hi, I'm running RT 3.4.5. I inherited it and had never worked with it before, and I don't know the extent to which it has been customized. I've s 26 Oct 2009 08:57:57 -0800 http://www.gossamer-threads.com/lists/rt/users/89516 the upgrade says this is optional. will the CFs still work the way they did if we upgraded to 3.8.6 and not use the hierarchical custom fields? will i 26 Oct 2009 08:47:59 -0800 http://www.gossamer-threads.com/lists/rt/users/89514 Hello, I added a new status "validation_RS" . I added this line in my RT_SiteConfig.pm : Set(@ActiveStatus, qw(new open validation_RS stalled 26 Oct 2009 02:53:47 -0800 http://www.gossamer-threads.com/lists/rt/users/89507 I am finding a lot of those entries in my log: Oct 23 11:40:58 tickets fetchmail[18602]: awakened at Fri 23 Oct 2009 11:40:58 AM EDT Oct 23 11:40:58 23 Oct 2009 09:17:51 -0800 http://www.gossamer-threads.com/lists/rt/users/89472 -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi, today we almost lost an incoming e-mail that was processed by rt-mailgate but never appeared in R 23 Oct 2009 05:52:59 -0800 http://www.gossamer-threads.com/lists/rt/users/89469 Hi, We have RT 3.6.6 running which for some unknown reason has stopped sending replies via email. Auto responders are working but replies are added 23 Oct 2009 03:05:06 -0800 http://www.gossamer-threads.com/lists/rt/users/89465 We have just upgraded from 3.8.2 to 3.8.6 and everything has been fine, but we have ran into our first problem; when searching on custom fields it's i 23 Oct 2009 02:47:02 -0800 http://www.gossamer-threads.com/lists/rt/users/89464 I have a very serious security problem with 3.8 installation (3.8.6 currently). Logged User sessions are being mixed up. One logged user is becomin 23 Oct 2009 02:24:01 -0800 http://www.gossamer-threads.com/lists/rt/users/89463 Hello! We have RT with ca 50 000 tickets in it, which, I think, has been running since 3.2 and upgraded lately to 3.8.5. After that I added RT- I 23 Oct 2009 02:00:05 -0800 http://www.gossamer-threads.com/lists/rt/users/89462 How does one get VERP working with RT exactly? There's a config setting for a VERP prefix, but what are you supposed to do with bounced messages comin 22 Oct 2009 15:23:40 -0800 http://www.gossamer-threads.com/lists/rt/users/89452 Can anyone explain me what $MyTicketsLength and $MyRequestsLength actually do? The book states that $MyTicketsLength is the length of the owned 22 Oct 2009 14:42:37 -0800 http://www.gossamer-threads.com/lists/rt/users/89447 Hi, i was trying to create a scip that trys to set the DueDate/Priority to a ticket each time you change the ticket from queue. Ex: Ticket #001 Que 22 Oct 2009 14:41:27 -0800 http://www.gossamer-threads.com/lists/rt/users/89448 Hello List, how should be outgoing templates translated? I just took a row for Autoreply template, changed it's column "content" to ru_RU.UTF-8 text, 22 Oct 2009 11:01:22 -0800 http://www.gossamer-threads.com/lists/rt/users/89444 Hi all, We've slowly been adding custom fields as our installation has matured, and I'm now trying to go back and tidy them up a bit but am running i 22 Oct 2009 09:38:30 -0800 http://www.gossamer-threads.com/lists/rt/users/89441 Hi, I'm looking at cleaning up our local RT3 deployment, and one of our patches adds QuickResolve and QuickDelete links to the ticket view. Ignoring 22 Oct 2009 08:57:02 -0800 http://www.gossamer-threads.com/lists/rt/users/89439 Hi, How can I change the subject before creating the ticket? Thanks. -- Sergio Roberto Charpinel Jr. 22 Oct 2009 06:30:29 -0800 http://www.gossamer-threads.com/lists/rt/users/89433 Let's say someone sends an support email to RT, which dutifully emails the support people about this new ticket. How can I set RT such that if someo 22 Oct 2009 06:28:48 -0800 http://www.gossamer-threads.com/lists/rt/users/89432 I'm hunting around to see if "rt-setup-database --action insert" can be used to programmatically create a group-visible saved search - is this doabl 22 Oct 2009 06:26:10 -0800 http://www.gossamer-threads.com/lists/rt/users/89431 Hello All I have RT 3.6.3 with fast cgi implemented and apache 2.0 with 8GB of physical RAM. My problem is that after every 3 days my physical ram 21 Oct 2009 22:15:20 -0800 http://www.gossamer-threads.com/lists/rt/users/89429 I have been forced to do a manual installation of RT::Crypt::SMIME (as CPAN installation failed). The manual installation fails during the "test" 21 Oct 2009 19:08:12 -0800 http://www.gossamer-threads.com/lists/rt/users/89428 Hello all, using Preferences -> Search options, I can add columns to the default set that is displayed in RT search results. However, since this 21 Oct 2009 08:08:32 -0800 http://www.gossamer-threads.com/lists/rt/users/89403 I am having problems where some of my users are re-assigning tickets to other people (who have different queues) without changing the queue - so the n 21 Oct 2009 06:29:53 -0800 http://www.gossamer-threads.com/lists/rt/users/89401 Hello, I configured Fetchmail to the creation of possible ticket by email and it works except that all tickets created by email has always assigned 21 Oct 2009 05:18:26 -0800 http://www.gossamer-threads.com/lists/rt/users/89400 Hi all i want to use RT with our Ldap central directory, install seems OK, i can log user with this plugin, but those users have no right within RT. 20 Oct 2009 13:33:58 -0800 http://www.gossamer-threads.com/lists/rt/users/89392 We are happy to announce that RT 3.8.6 is now available. You can download it from: http://download.bestpractical.com/pub/rt/release/rt-3.8.6.tar.gz h 20 Oct 2009 07:44:55 -0800 http://www.gossamer-threads.com/lists/rt/users/89375 I am sure this is a simple one, but my google-fu is weak. How do you add more than one address to the "one-time CC" field on the "Reply" page? I tr 20 Oct 2009 06:36:42 -0800 http://www.gossamer-threads.com/lists/rt/users/89373 Okay after reading through old posts on various lists and google I am still having problems. My problem is that I have created a custom field for us 20 Oct 2009 05:56:50 -0800 http://www.gossamer-threads.com/lists/rt/users/89372 I'm still evaluating RT for use at Minerva, and I've run into a few requests from IT staff. First, is there any way I can easily hide the comment, bri 19 Oct 2009 16:48:24 -0800 http://www.gossamer-threads.com/lists/rt/users/89354 Hello, I am looking how to change the favicon.png of RT 3.8.5. I overloaded the image in "local/html/noauth/images" but there is no change. Thank 19 Oct 2009 02:48:24 -0800 http://www.gossamer-threads.com/lists/rt/users/89344 Hi, I'm using RT 3.8.4 on Debian Lenny I would like to add the requestor name in my autoreply template When I try to add : {$Ticket->Reque 19 Oct 2009 02:04:18 -0800 http://www.gossamer-threads.com/lists/rt/users/89342 Hi folks, We're using RT 3.6 here -- the packages from Debian lenny -- and I'm curious if there's a 'right' way to handle our situation. We authenti 16 Oct 2009 09:12:12 -0800 http://www.gossamer-threads.com/lists/rt/users/89338 All, I am having a problem where many of my users can not create tickets via email. In the log file, I see: User 'xxxx@someother_domain.com 15 Oct 2009 14:45:37 -0800 http://www.gossamer-threads.com/lists/rt/users/89333 Is there a way to create saved searches based on the group the requestor is in? I have a department with 50 people divided into a number of teams, ea 15 Oct 2009 11:10:09 -0800 http://www.gossamer-threads.com/lists/rt/users/89330 I'm using 2.0.15. Before throwing me under the truck, please read since I suspect this doesn't have anything to do with the old version of RT. :) 15 Oct 2009 08:15:36 -0800 http://www.gossamer-threads.com/lists/rt/users/89321 Hi, we are setting up a system where we would like to be able to implement a process of approval from a supervisor before every correspond event initi 15 Oct 2009 01:32:16 -0800 http://www.gossamer-threads.com/lists/rt/users/89315 All, Having finally purged my db of deleted tickets, I am now trying to delete the users who now have no tickets assigned to them. However shredder 14 Oct 2009 16:57:09 -0800 http://www.gossamer-threads.com/lists/rt/users/89312 Hi, I've created several dashboards and I would like to sort them in a particular way (alphabetical or other). However, it seems that by default, th 14 Oct 2009 15:47:19 -0800 http://www.gossamer-threads.com/lists/rt/users/89311 Hello, I set up a "Create Tickets" script, and the approval ticket is created, but no emails is ever sent to the approvers. I tracked down in RT::Ap 14 Oct 2009 11:43:22 -0800 http://www.gossamer-threads.com/lists/rt/users/89299 Hi, We're using RT 3.8.5 and RTFM 2.4.2 (although this doesn't seem to be an RTFM issue). We recently noticed the following behavior: 1) Pers 14 Oct 2009 11:41:00 -0800 http://www.gossamer-threads.com/lists/rt/users/89298 *http access to ftp-able files* ------------------------------ Hello Linux/apache experts on RT: I hope someone can point me in right direction to co 14 Oct 2009 07:29:25 -0800 http://www.gossamer-threads.com/lists/rt/users/89296 We have recently hired an outside company to be our "Tier-One" tech support. Every call they log sends us an email. We are filtering out the "Escala 14 Oct 2009 05:20:14 -0800 http://www.gossamer-threads.com/lists/rt/users/89292 hello all i want to edit the default email when i make a new queue, where i can do it if you don't understand what i mean and which one that i want to 14 Oct 2009 00:13:28 -0800 http://www.gossamer-threads.com/lists/rt/users/89289 Hi, This time I'll finish the message I've set up support: support rt # support: support kbailey nstone gpeter rt: "|/usr/bin/rt-mailgate --queue s 13 Oct 2009 23:06:03 -0800 http://www.gossamer-threads.com/lists/rt/users/89288 Dear All I am using RT3.8 in lenny. Is there any way that requester can know his ticket status via email at any time? Thanks in advance -Praveen- 13 Oct 2009 23:05:43 -0800 http://www.gossamer-threads.com/lists/rt/users/89287 Hello RT gang- We have RT authenticating to our Active Directory, M$ 2003. I am using the ExternalAuth functionality. When users login via LDAP, they 13 Oct 2009 16:29:54 -0800 http://www.gossamer-threads.com/lists/rt/users/89285