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</o:shapelayout></xml><![endif]--></head><body lang=EN-GB link=blue vlink=purple><div class=WordSection1><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>Bit stuck here.<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>Looked at the page <a href="http://wiki.bestpractical.com/view/ConfigureEscalation">http://wiki.bestpractical.com/view/ConfigureEscalation</a> to setup Escalation. One of the examples suggested using this command line to test it: <o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>/opt/rt3/bin/rt-crontool --verbose --search RT::Search::FromSQL --search-arg "(Status='new' OR Status='open') AND FinalPriority > 0 AND Due > 'Jan 1, 1970'" --action RT::Action::Generic<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>So I did that and get the following error:<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>102: Processing without transaction, some conditions and actions may fail. Consider using --transaction argumentAction prepared...Action committed.<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>Many times (I assume the number is the ticket number).<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>The problem I *<b>think</b>* I am having is that the account that cron runs under has to match a user in RT. I setup a user called rt_user in RT, gave it Global Permissions to ShowTicket and ModifyTicket and then set the account up in Linux (again as suggested in an example) , su into that account and run the command above but then I get an error about not finding RT_Config.pm – permission denied. I added rt_user to the root group but still the same problem. So I had a brainwave, setup an account on rt called root but it won’t let me do that.<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>So, I’m stuck. I don’t want to start playing around with permissions in RT so can somebody please tell me what I need to do or point me in the right direction? Have checked the RT Essentials book but nothing significant in there.<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'><o:p> </o:p></span></p><div><p class=MsoNormal><span lang=EN-US style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>Kind regards,<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-size:11.0pt;font-family:"Calibri","sans-serif"'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>Paul Broadwith (MBCS)<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>Microsoft Certified Professional<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified for 2010 and Microsoft Registered Partner</span><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'><o:p></o:p></span></p></div></div>
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