[rt-users] help

[Canali, Luigi]

> -----Original Message-----
> From: rt-users-request at lists.fsck.com
> [mailto:rt-users-request at lists.fsck.com]
> Sent: Friday, June 13, 2003 12:10 AM
> To: rt-users at lists.fsck.com
> Subject: rt-users digest, Vol 1 #1192 - 11 msgs
> 
> 
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> Today's Topics:
> 
>    1. RE: Sendmail problems (EXIT_TEMPFAIL) with rt3 mailgate 
> (Arthur Watts)
>    2. RE: Sendmail problems (EXIT_TEMPFAIL) with rt3 mailgate 
> (Stewart James)
>    3. Re: Sendmail problems (EXIT_TEMPFAIL) with rt3 mailgate 
> (Phil Homewood)
>    4. Re: Sendmail problems (EXIT_TEMPFAIL) with rt3 mailgate 
> (Stewart James)
>    5. Re: Getting owner to change when replying (Jamie Wilkinson)
>    6. Re: creating (email) and replying a ticket problem 
> (Augusto Castelan Carlson)
>    7. RE: Getting owner to change when replying (mohan)
>    8. Re: Getting owner to change when replying (Phil Homewood)
>    9. Re: creating (email) and replying a ticket problem 
> (Phil Homewood)
>   10. Re: Reopening of Closed Tickets (Phil Homewood)
>   11. Re: Getting owner to change when replying (Jamie Wilkinson)
> 
> --__--__--
> 
> Message: 1
> Subject: RE: [rt-users] Sendmail problems (EXIT_TEMPFAIL) 
> with rt3 mailgate
> Date: Fri, 13 Jun 2003 10:27:17 +1000
> From: "Arthur Watts" <a.watts at cqu.edu.au>
> To: "Stewart James" <stewart.james at vu.edu.au>
> Cc: <rt-users at lists.fsck.com>
> 
> Hi Stewart,
> 
>       Thanks for the prompt reply.
> 
>       No - I had a problem with attachments previously, but even 'echo
> "Testing" | mail icom-wemaster' fails when I move to the rt3 config in
> /etc/smrsh. Same result every time - I've checked that sendmail knows
> what to do with the mail for that user, but still no luck.=20
> 
> Cheers,
> 
> Artie
> 
> -----Original Message-----
> From: Stewart James [mailto:stewart.james at vu.edu.au]=20
> Sent: Friday, 13 June 2003 10:17
> To: Arthur Watts
> Cc: rt-users at lists.fsck.com
> Subject: Re: [rt-users] Sendmail problems (EXIT_TEMPFAIL) with rt3
> mailgate
> 
> 
> 
> This sounds exactly the same as the problem I am having. Do the
> message(s) causing the problem have attachments?
> 
> On Fri, 13 Jun 2003, Arthur Watts wrote:
> 
> > Date: Fri, 13 Jun 2003 09:56:19 +1000
> > From: Arthur Watts <a.watts at cqu.edu.au>
> > To: rt-users at lists.fsck.com
> > Subject: [rt-users] Sendmail problems (EXIT_TEMPFAIL) with rt3=20
> > mailgate
> >
> > Hi,
> >
> >       I have searched high and low in an effort to find a 
> solution to=20
> > this problem, to no avail. After migrating our RT2 data 
> into the RT3=20
> > database and doing the necessary config (see below), our 
> mail logs=20
> > record the following result when I try to create a new ticket via=20
> > email in rt3 :
> >
> > Jun 12 23:16:28 xx-xxx sendmail[21357]: h5CDGSU3021357:=20
> > from=3D<a.watts at xxx.xxx.xx>, size=3D48019, class=3D0, nrcpts=3D1,=20
> > msgid=3D<C73A42308A9E56438DEDD76DB6FFC90A5B46C1 at locxxx.xxx.xxx.xx>,
> > proto=3DESMTP, daemon=3DMTA, relay=3Dmx2xxxxx.xxx.xxx.xx =
> [138.77.5.126] Jun=20
> > 12 23:16:29 xxxxxxxx sendmail[21358]: h5CDGSU3021357:=20
> > to=3D"|/usr/local/rt3/bin/rt-mailgate --queue Helpdesk -action=20
> > correspond --url=3Dhttp://my.rtserver/rt3",=20
> > ctladdr=3D<icom-helpdesk at xxx.xxx.xxx>
> > (8/0), delay=3D00:00:01, xdelay=3D00:00:01, mailer=3Dprog, =
> pri=3D78235,
> > dsn=3D4.0.0, stat=3DDeferred: prog mailer (/usr/sbin/smrsh) exited =
> with
> > EX_TEMPFAIL
> >
> >      OS is RH 8.0, running 'Apache/1.3.27 (Unix) 
> mod_perl/1.27', MySQL
> 
> > 3.23.53, sendmail 8.12.5-7.
> >
> >      1. /etc/aliases :
> >       icom-helpdesk: "|/usr/local/rt3/bin/rt-mailgate 
> --queue general=20
> > -action correspond --url=3Dhttp://my.rtserver/rt3";
> >
> >       I have used the 'newaliases' command to rebuild sendmail's=20
> > database, and the mail log confirms this.
> >
> >      2. /etc/smrsh :
> > [root at xx-xxx smrsh]# ls -l rt-mailgate
> > lrwxrwxrwx    1 root     root           30 Jun 13 07:50 
> rt-mailgate ->
> > /usr/local/rt3/bin/rt-mailgate
> >
> >      3. httpd.conf :
> >   Alias /rt3 /usr/local/rt3/share/html
> >   Alias /NoAuth /usr/local/rt3/share/html/NoAuth
> >   AddDefaultCharset UTF-8
> >
> >   PerlModule Apache::DBI
> >   PerlRequire /usr/local/rt3/bin/webmux.pl
> >
> >   <Location /rt3>
> >     SetHandler perl-script
> >     PerlHandler RT::Mason
> >   </Location>
> >
> >      4. Perms :
> >     Everything under /usr/local/rt3 is owned by 
> 'root:webserveruser',=20
> > where 'webserveruser' is the name of the Apache 'User' variable.=20
> > Everything in the web interface is *fine*, it's the mail 
> gateway which
> 
> > seems to be my only stumbling block.
> >
> >      The sendmail doco says something to the effect that 
> 'EX_TEMPFAIL'
> 
> > means that it is unable to deliver the mail, but will queue 
> it for=20
> > delivery at a later date. As soon as I switch everything 
> back to RT2,=20
> > mail begins coming in again, and the queued messages are 
> delivered=20
> > 30-50 minutes after that point. I suspect that it's a perms 
> issue with
> 
> > the receiving mailbox, but the same user runs Apache under 
> rt3 as rt2,
> 
> > and rt2 is working fine.
> >
> >       I am not a sendmail whiz, so any suggestions are most 
> welcome.=20
> > Alternatively, tips on how I can use strace to get a better 
> idea of=20
> > what file sendmail is trying to open would be handy - its 
> currently=20
> > just returning the above diag without giving me much idea 
> of what is=20
> > going on.
> >
> > Thanks,
> >
> > Arthur
> >
> > Arthur Watts (a.watts at cqu.edu.au)
> >
> > Web Developer
> >
> > Faculty of Informatics and Communication | Central Queensland=20
> > University
> > | Rockhampton, Australia
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com=20
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
> > Have you read the FAQ? The RT FAQ Manager lives at=20
> > http://fsck.com/rtfm
> >
> 
> --__--__--
> 
> Message: 2
> Date: Fri, 13 Jun 2003 10:37:11 +1000 (EST)
> From: Stewart James <stewart.james at vu.edu.au>
> To: Arthur Watts <a.watts at cqu.edu.au>
> Cc: rt-users at lists.fsck.com
> Subject: RE: [rt-users] Sendmail problems (EXIT_TEMPFAIL) 
> with rt3 mailgate
> 
> 
> Maybe the problems we are having are linked.
> 
> However, I only seem to have issues with some email, not all 
> - although
> the errors we are getting seem to be similar. Although I am 
> not getting
> anything useful out of the rt logs to indicate what is 
> actually happening
> inside RT.
> 
> I am really hoping someone on the list knows more about the 
> inside of RT
> to help solve this.
> 
> Stewart
> 
> On Fri, 13 Jun 2003, Arthur Watts wrote:
> 
> > Date: Fri, 13 Jun 2003 10:27:17 +1000
> > From: Arthur Watts <a.watts at cqu.edu.au>
> > To: Stewart James <stewart.james at vu.edu.au>
> > Cc: rt-users at lists.fsck.com
> > Subject: RE: [rt-users] Sendmail problems (EXIT_TEMPFAIL) with rt3
> >     mailgate
> >
> > Hi Stewart,
> >
> >       Thanks for the prompt reply.
> >
> >       No - I had a problem with attachments previously, but 
> even 'echo
> > "Testing" | mail icom-wemaster' fails when I move to the 
> rt3 config in
> > /etc/smrsh. Same result every time - I've checked that 
> sendmail knows
> > what to do with the mail for that user, but still no luck.
> >
> > Cheers,
> >
> > Artie
> >
> > -----Original Message-----
> > From: Stewart James [mailto:stewart.james at vu.edu.au]
> > Sent: Friday, 13 June 2003 10:17
> > To: Arthur Watts
> > Cc: rt-users at lists.fsck.com
> > Subject: Re: [rt-users] Sendmail problems (EXIT_TEMPFAIL) with rt3
> > mailgate
> >
> >
> >
> > This sounds exactly the same as the problem I am having. Do the
> > message(s) causing the problem have attachments?
> >
> > On Fri, 13 Jun 2003, Arthur Watts wrote:
> >
> > > Date: Fri, 13 Jun 2003 09:56:19 +1000
> > > From: Arthur Watts <a.watts at cqu.edu.au>
> > > To: rt-users at lists.fsck.com
> > > Subject: [rt-users] Sendmail problems (EXIT_TEMPFAIL) with rt3
> > > mailgate
> > >
> > > Hi,
> > >
> > >       I have searched high and low in an effort to find a 
> solution to
> > > this problem, to no avail. After migrating our RT2 data 
> into the RT3
> > > database and doing the necessary config (see below), our mail logs
> > > record the following result when I try to create a new ticket via
> > > email in rt3 :
> > >
> > > Jun 12 23:16:28 xx-xxx sendmail[21357]: h5CDGSU3021357:
> > > from=<a.watts at xxx.xxx.xx>, size=48019, class=0, nrcpts=1,
> > > msgid=<C73A42308A9E56438DEDD76DB6FFC90A5B46C1 at locxxx.xxx.xxx.xx>,
> > > proto=ESMTP, daemon=MTA, relay=mx2xxxxx.xxx.xxx.xx 
> [138.77.5.126] Jun
> > > 12 23:16:29 xxxxxxxx sendmail[21358]: h5CDGSU3021357:
> > > to="|/usr/local/rt3/bin/rt-mailgate --queue Helpdesk -action
> > > correspond --url=http://my.rtserver/rt3",
> > > ctladdr=<icom-helpdesk at xxx.xxx.xxx>
> > > (8/0), delay=00:00:01, xdelay=00:00:01, mailer=prog, pri=78235,
> > > dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) 
> exited with
> > > EX_TEMPFAIL
> > >
> > >      OS is RH 8.0, running 'Apache/1.3.27 (Unix) 
> mod_perl/1.27', MySQL
> >
> > > 3.23.53, sendmail 8.12.5-7.
> > >
> > >      1. /etc/aliases :
> > >       icom-helpdesk: "|/usr/local/rt3/bin/rt-mailgate 
> --queue general
> > > -action correspond --url=http://my.rtserver/rt3";
> > >
> > >       I have used the 'newaliases' command to rebuild sendmail's
> > > database, and the mail log confirms this.
> > >
> > >      2. /etc/smrsh :
> > > [root at xx-xxx smrsh]# ls -l rt-mailgate
> > > lrwxrwxrwx    1 root     root           30 Jun 13 07:50 
> rt-mailgate ->
> > > /usr/local/rt3/bin/rt-mailgate
> > >
> > >      3. httpd.conf :
> > >   Alias /rt3 /usr/local/rt3/share/html
> > >   Alias /NoAuth /usr/local/rt3/share/html/NoAuth
> > >   AddDefaultCharset UTF-8
> > >
> > >   PerlModule Apache::DBI
> > >   PerlRequire /usr/local/rt3/bin/webmux.pl
> > >
> > >   <Location /rt3>
> > >     SetHandler perl-script
> > >     PerlHandler RT::Mason
> > >   </Location>
> > >
> > >      4. Perms :
> > >     Everything under /usr/local/rt3 is owned by 
> 'root:webserveruser',
> > > where 'webserveruser' is the name of the Apache 'User' variable.
> > > Everything in the web interface is *fine*, it's the mail 
> gateway which
> >
> > > seems to be my only stumbling block.
> > >
> > >      The sendmail doco says something to the effect that 
> 'EX_TEMPFAIL'
> >
> > > means that it is unable to deliver the mail, but will queue it for
> > > delivery at a later date. As soon as I switch everything 
> back to RT2,
> > > mail begins coming in again, and the queued messages are delivered
> > > 30-50 minutes after that point. I suspect that it's a 
> perms issue with
> >
> > > the receiving mailbox, but the same user runs Apache 
> under rt3 as rt2,
> >
> > > and rt2 is working fine.
> > >
> > >       I am not a sendmail whiz, so any suggestions are 
> most welcome.
> > > Alternatively, tips on how I can use strace to get a 
> better idea of
> > > what file sendmail is trying to open would be handy - its 
> currently
> > > just returning the above diag without giving me much idea 
> of what is
> > > going on.
> > >
> > > Thanks,
> > >
> > > Arthur
> > >
> > > Arthur Watts (a.watts at cqu.edu.au)
> > >
> > > Web Developer
> > >
> > > Faculty of Informatics and Communication | Central Queensland
> > > University
> > > | Rockhampton, Australia
> > >
> > > _______________________________________________
> > > rt-users mailing list
> > > rt-users at lists.fsck.com
> > > http://lists.fsck.com/mailman/listinfo/rt-users
> > >
> > > Have you read the FAQ? The RT FAQ Manager lives at
> > > http://fsck.com/rtfm
> > >
> >
> 
> --__--__--
> 
> Message: 3
> Date: Fri, 13 Jun 2003 10:39:39 +1000
> From: Phil Homewood <pdh at snapgear.com>
> To: rt-users at lists.fsck.com
> Subject: Re: [rt-users] Sendmail problems (EXIT_TEMPFAIL) 
> with rt3 mailgate
> 
> Arthur Watts wrote:
> > dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with
> > EX_TEMPFAIL
> 
> So, what happens if you pipe the offending email directly
> into rt-mailgate from the commandline?
> -- 
> Phil Homewood, Systems Janitor, http://www.SnapGear.com
> pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
> SnapGear - Custom Embedded Solutions and Security Appliances
> 
> --__--__--
> 
> Message: 4
> Date: Fri, 13 Jun 2003 11:53:56 +1000 (EST)
> From: Stewart James <stewart.james at vu.edu.au>
> To: rt-users at lists.fsck.com
> Subject: Re: [rt-users] Sendmail problems (EXIT_TEMPFAIL) 
> with rt3 mailgate
> 
> 
> Doing ti with the problem I am getting returns:
> 
> An Error Occurred
> =================
> 
> 500 read timeout
> 
> I also tarted top and noticed that one of the apache processes start
> chewing 99% of CPU.
> 
> The email is inserted into RT, and apart from this error, 
> everything seems
> to function fine.
> 
> There was nothing in the apache logs, mysql logs to indicate the error
> either.
> 
> Stewart
> 
> On Fri, 13 Jun 2003, Phil Homewood wrote:
> 
> > Date: Fri, 13 Jun 2003 10:39:39 +1000
> > From: Phil Homewood <pdh at snapgear.com>
> > To: rt-users at lists.fsck.com
> > Subject: Re: [rt-users] Sendmail problems (EXIT_TEMPFAIL) with rt3
> >     mailgate
> >
> > Arthur Watts wrote:
> > > dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) 
> exited with
> > > EX_TEMPFAIL
> >
> > So, what happens if you pipe the offending email directly
> > into rt-mailgate from the commandline?
> >
> 
> --__--__--
> 
> Message: 5
> Date: Fri, 13 Jun 2003 12:16:58 +1000
> From: Jamie Wilkinson <jaq at spacepants.org>
> To: rt-users <rt-users at lists.fsck.com>
> Subject: Re: [rt-users] Getting owner to change when replying
> 
> 
> --jRHKVT23PllUwdXP
> Content-Type: text/plain; charset=us-ascii
> Content-Disposition: inline
> 
> This one time, at band camp, jennyw wrote:
> >I've noticed that when a user replies to a new ticket, they do not
> >become the owner -- it remains owned by nobody. Is there a 
> way to change 
> >this so that if someone takes an action on a ticket that's owned by 
> >nobody, they own it?
> 
> I've got a patch that adds an AutoTake.pm action, then all 
> you need to do is
> do a couple of database inserts to enable the new script as a separate
> action/scrip.
> 
> Apply the attachment, then perform the following queries on 
> your database:
> 
>  insert into scripactions (name, description, execmodule, 
> creator, created,
>  lastupdatedby, lastupdated) values ('Assign Tickets', 
> 'Assign a ticket on
>  first correspondance', 'AutoTake', 1, current_timestamp, 1, 
> current_timestamp);
> 
>  insert into scrips (description, scripcondition, 
> scripaction, stage, queue,
>  template, creator, created, lastupdatedby, lastupdated) 
> values ('AutoTake',
>  3, ID of the above scripaction, 'TransactionCreate', 0, 1, 1,
>  current_timestamp, 1, current_timestamp);
> 
> Remember to get the ID of the scripaction from the first query for the
> scripaction column in the second query.
> 
> -- 
> jaq at spacepants.org                           
> http://spacepants.org/jaq.gpg
> 
> --jRHKVT23PllUwdXP
> Content-Type: text/plain; charset=us-ascii
> Content-Disposition: attachment; filename="rt-3.0-autotake.patch"
> 
> Index: lib/RT/Action/AutoTake.pm
> --- lib/RT/Action/AutoTake.pm
> +++ lib/RT/Action/AutoTake.pm
> ***************
> --- 0 ****
> +++ 1,81 ----
> + # BEGIN LICENSE BLOCK
> + #
> + # Copyright (c) 1996-2003 Jesse Vincent <jesse at bestpractical.com>
> + # Copyright (c) 2003 Jamie Wilkinson <jaq at spacepants.org>
> + #
> + # (Except where explictly superceded by other copyright notices)
> + #
> + # This work is made available to you under the terms of Version 2 of
> + # the GNU General Public License. A copy of that license should have
> + # been provided with this software, but in any event can be snarfed
> + # from www.gnu.org.
> + #
> + # This work is distributed in the hope that it will be useful, but
> + # WITHOUT ANY WARRANTY; without even the implied warranty of
> + # MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE.  See the GNU
> + # General Public License for more details.
> + #
> + # Unless otherwise specified, all modifications, corrections or
> + # extensions to this work which alter its source code become the
> + # property of Best Practical Solutions, LLC when submitted for
> + # inclusion in the work.
> + #
> + # END LICENSE BLOCK
> + 
> + # automatically assign a ticket to the current user if
> + # * ticket is owned by Nobody
> + # * user is privileged
> + # * user can own tickets in this queue
> + 
> + # Based on Bruce Campbell's AutoTake.pm module for RT2
> + 
> + package RT::Action::AutoTake;
> + require RT::Action::Generic;
> + 
> + use strict;
> + use vars qw/@ISA/;
> + @ISA=qw(RT::Action::Generic);
> + 
> + sub Describe  {
> +   my $self = shift;
> +   return (ref $self );
> + }
> + 
> + sub Prepare {
> +   my $self = shift;
> + 
> +   my $retval = undef;
> + 
> +   if (defined($delf->TicketObj->OwnerObj->id)) {
> +     if ($self->TicketObj->OwnerObj->id == $RT::Nobody->id) {
> +       $retval = 1;
> +     }
> +   } else {
> +     # undefined, must be Nobody
> +     $retval = 1;
> +   }
> +   return($retval);
> + }
> + 
> + sub Commit {
> +   my $self = shift;
> + 
> +   my $retval = undef;
> + 
> +   # are they priv'd?
> +   if ($self->TransactionObj->CreatorObj->Privileged && 
> $self->TransactionObj->CreatorObj->id != $RT::Nobody->id) {
> +     # can they own tickets?
> +     if 
> ($self->TransactionObj->CreatorObj->HasQueueRight(QueueObj => 
> $self->TicketObj->QueueObj,
> + 							 Right 
> => 'OwnTicket')) {
> +       $retval = 
> $self->TicketObj->SetOwner($self->TransactionObj->CreatorObj->id);
> +     }
> +   }
> +   return($retval);
> + }
> + 
> + eval "require RT::Action::AutoTake_Vendor";
> + die $@ if ($@ && $@ !~ qr{^Can't locate 
> RT/Action/AutoOpen_Vendor.pm});
> + eval "require RT::Action::AutoTake_Local";
> + die $@ if ($@ && $@ !~ qr{^Can't locate 
> RT/Action/AutoOpen_Local.pm});
> + 
> + 1;
> 
> --jRHKVT23PllUwdXP--
> 
> --__--__--
> 
> Message: 6
> Date: Thu, 12 Jun 2003 23:37:30 -0300 (BRT)
> From: Augusto Castelan Carlson <carlson at mail.npd.ufsc.br>
> To: Phil Homewood <pdh at snapgear.com>
> Cc: rt-users at lists.fsck.com
> Subject: Re: [rt-users] creating (email) and replying a ticket problem
> 
> On Fri, 13 Jun 2003, Phil Homewood wrote:
> 
> > Did you run "newaliases" after editing /etc/aliases?
> 
> Yes.
> 
> > There's no errors there, just diagnostics.
> 
> But this means something?
> 
> 
> --
> Augusto
> 
> 
> --__--__--
> 
> Message: 7
> From: "mohan" <mkunamneni at osi-tech.com>
> To: "rt-users" <rt-users at lists.fsck.com>
> Subject: RE: [rt-users] Getting owner to change when replying
> Date: Fri, 13 Jun 2003 08:17:40 +0530
> 
> 
> I have installed rt-3.0.2 on redhat linux 7.2
> everything working fine.
> 
> But so many directories are creating under /tmp directory 
> with web user
> ownership.
> 
> shall I remove all these directories from cron job?
> 
> 
> Thank in advance.
> Mohan.
> 
> 
> --__--__--
> 
> Message: 8
> Date: Fri, 13 Jun 2003 13:15:37 +1000
> From: Phil Homewood <pdh at snapgear.com>
> To: rt-users <rt-users at lists.fsck.com>
> Subject: Re: [rt-users] Getting owner to change when replying
> 
> Jamie Wilkinson wrote:
> > Apply the attachment, then perform the following queries on 
> your database:
> 
> It should be noted that throwing random SQL at your RT database
> is, um, Not Advisable. Please don't try this at home.
> 
> RT provides tools and hooks for doing this in a safe(r), portable
> way. In this instance, a datafile containing something like:
> 
> @ScripActions = (
>     { Name        => 'Auto Take',
>       Description => 'Take ticket on correspondence',
>       ExecModule  => 'AutoTake' },
> );
> 
> when fed to "rt-setup-database --insert --datafile", is the
> correct approach.
> 
> 
> -- 
> Phil Homewood, Systems Janitor, http://www.SnapGear.com
> pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
> SnapGear - Custom Embedded Solutions and Security Appliances
> 
> --__--__--
> 
> Message: 9
> Date: Fri, 13 Jun 2003 13:17:04 +1000
> From: Phil Homewood <pdh at snapgear.com>
> To: rt-users at lists.fsck.com
> Subject: Re: [rt-users] creating (email) and replying a ticket problem
> 
> Augusto Castelan Carlson wrote:
> > On Fri, 13 Jun 2003, Phil Homewood wrote:
> > > Did you run "newaliases" after editing /etc/aliases?
> > 
> > Yes.
> 
> Did you edit the right aliases file, then? Your problem
> is that sendmail can't find that alias.
> 
> > > There's no errors there, just diagnostics.
> > 
> > But this means something?
> 
> It means there are no errors. :-)
> -- 
> Phil Homewood, Systems Janitor, http://www.SnapGear.com
> pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
> SnapGear - Custom Embedded Solutions and Security Appliances
> 
> --__--__--
> 
> Message: 10
> Date: Fri, 13 Jun 2003 13:21:14 +1000
> From: Phil Homewood <pdh at snapgear.com>
> To: rt-users at lists.fsck.com
> Subject: Re: [rt-users] Reopening of Closed Tickets
> 
> Stevo wrote:
> > So I'm using RT2 - is there a way that I can disable a 
> resolved ticket
> > getting re-opened on correspondence?
> 
> Look for the code containing "Ticket auto-opened" in
> RT::Ticket->Correspond(). Be well warned that disabling that
> section of code means that a transaction will never automatically
> open, so a requestor's reply informing you that "the problem is
> NOT resolved!" isn't going to reopen the ticket. For example.
> -- 
> Phil Homewood, Systems Janitor, http://www.SnapGear.com
> pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
> SnapGear - Custom Embedded Solutions and Security Appliances
> 
> --__--__--
> 
> Message: 11
> Date: Fri, 13 Jun 2003 14:08:29 +1000
> From: Jamie Wilkinson <jaq at spacepants.org>
> To: rt-users <rt-users at lists.fsck.com>
> Subject: Re: [rt-users] Getting owner to change when replying
> 
> This one time, at band camp, Phil Homewood wrote:
> >Jamie Wilkinson wrote:
> >> Apply the attachment, then perform the following queries 
> on your database:
> >
> >It should be noted that throwing random SQL at your RT database
> >is, um, Not Advisable. Please don't try this at home.
> >
> >RT provides tools and hooks for doing this in a safe(r), portable
> >way. In this instance, a datafile containing something like:
> >
> >@ScripActions = (
> >    { Name        => 'Auto Take',
> >      Description => 'Take ticket on correspondence',
> >      ExecModule  => 'AutoTake' },
> >);
> >
> >when fed to "rt-setup-database --insert --datafile", is the
> >correct approach.
> 
> The patch submitted to rt-3.0-bugs included this for the 
> scripaction, although
> not the scrip.
> 
> -- 
> jaq at spacepants.org                           
> http://spacepants.org/jaq.gpg
> 
> 
> --__--__--
> 
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> 
> End of rt-users Digest
>