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Questions tagged [rt]

Request Tracker (RT) is a bug tracking system.

RT: Request Tracker

RT is a battle-tested issue tracking system which thousands of organizations use for bug tracking, help desk ticketing, customer service, workflow processes, change management, network operations, youth counselling and even more. (excerpt from the homepage)

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Mocking a REST:Client::REST

I'm trying to do unit testing over an RT system, so I need to mock a RT instance locally. Basically, I'm connecting to the RT system and I'm working over the ticket's queue. Does anybody has like a code example or any ideas? I think I need to mock…
the_ccalderon
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Request Tracker - Changing Queue Color

I'd like to change the ticket table in RT to have a custom "Queue" color. I am using this guide as a reference: http://requesttracker.wikia.com/wiki/ShowStatusInColor ... which works. The following code in a Callback will update all "Priority"…
Kibbles
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Calling an API from replying to requestor [Request Tracker]

I was trying to make a custom action where in I have to call a URL and pass parameter upon replying to a ticket from request tracker. Tried to put this but did not call the URL my $command = "curl -X GET…
vher
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Privileges/Rights applied to group at the global level are not being applied to the queue level

I have created my own group of users in RT. What I don't understand is why privileges and rights that I give to this group do not apply at the group level. Is it really necessary to add the group to each queue and then assign the privileges? This…
donL
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Request tracker - Including CSS on template

I'm trying to change the default template "Resolved in HTML", so that when the user receives the e-mail stating that the ticket has been resolved, a satisfaction survey (linked in the email) be filled. But I would like this link to the survey be a…
Murillo Azambuja Gonçalves
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Request Tracker Add a custom field

How do you add a custom field in request Tracker for tickets. I added some through the web gui, but they dont appear on tickets. Could someone please help? Thanks
DDS
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unknown RT error message

I'm trying to debug a script that's trying to talk to RT (Request Tracker) and I'm getting the following output: RT/3.6.6 409 Syntax Error # Syntax Error >>ARRAY(0x2b3495f37750) I have no idea what this error means in the context of RT given the…
avorum
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trouble making rt tickets in perl

I'm new to Perl and really struggling to understand how to do this. I'm trying to create a ticket using the Perl module RT::Client::REST, here's my code so far. #!/usr/bin/env perl use strict; use warnings; use RT::Client::REST; use…
avorum
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Pivoting in MySQL - only works on one row at a time?

I'm trying to select assets from RT's database with the the values for a set of custom fields as tables. Relevant tables are as follows: mysql> describe AT_Assets; +---------------+--------------+------+-----+---------+----------------+ | Field …
closeparen
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rtkit gives ValueError: need more than 1 value to unpack

I have a python script using python-rtkit to try and create tickets in Request Tracker (RT) and I can get it to work with the Queue, Subject, and Status fields. But I tried to add the 'Device or Area' field into my payload and it gives the…
avorum
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Transfer Ticket To Another Queue Request Tracker 4

I am looking for a clean way of transferring a ticket submitted in one queue to another queue. For example, if a ticket is submitted to our Collections Department queue I want to be able to transfer the ticket directly to the Managers Queue, and not…
user2245908
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Request Tracker for Users created without privileges

I have configured request tracker4 to be an interdepartmental helpdesk solution. The current setup is that users will login to RT using LDAP. Once logged in there account is automatically created. However, their account is created with no…
user2245908
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Implementing workflow in bestpractical.com RT

I would like to implement simple workflow system inside the Bestpractical RT. My approach is: Participant (RT user) creates or is given Workitem (Ticket) inside the Business Process (Queue) OnResolve scrip checks change Ticket status to Open and…
joystick
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Configuring Request Tracker 4.0 with Apache2 on Linux Mint 14 Nadia

My coworker installed Linux Mint 14 Nadia onto a VM (using VirtualBox) and followed the following tutorial to install Apache, MySQL and PHP: http://community.linuxmint.com/tutorial/view/486. He then used the readme from…
aladd04
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LDAP group membership filter used in RT3

I am trying to setup LDAP authentication to an Active Directory server for an RT3 site. I think that there is an error in the LDAP authentication module, but I really do not understand what the filter is trying to do. See…
Dan Walmsley
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