[rt-users] Reply to a ticket for a support user

Mon Feb 16 05:45:19 EST 2009

Hi all,
Total freshmen to RT and setting up my first instance that should run two queues. Currently I have configured two users as support persons. RT sends the new ticket mail and also the case closed mail without any problems but;

-          As one of the support persons I cannot send a reply mail to the requestor. It just becomes a comment in the ticket.

-          As root this works just fine.

I have added both of my users to the Global Super User feature and now I am running out of ways to configure all the permissions on queue, group, user, privileged and non privilege uses, etc

What am I missing. I want the support person to communicate with reply to the requestor.
Cheers!

// jon

Cut and paste of my system conf;
Loaded perl modules
Perl v5.8.8 under linux
  Apache2::Const v2.000002;
  Apache2::Log v2.000002;
  Apache2::RequestIO v2.000002;
  Apache2::RequestRec v2.000002;
  Apache2::RequestUtil v2.000002;
  Apache2::Response v2.000002;
  Apache2::ServerUtil v2.000002;
  Apache2::Status v4.00;
  Apache::Session v1.88;
  Apache::Session::Generate::MD5 v2.12;
  Apache::Session::Lock::MySQL v1.01;
  Apache::Session::MySQL v1.01;
  Apache::Session::Serialize::Storable v1.01;
  Apache::Session::Store::DBI v1.02;
  Apache::Session::Store::MySQL v1.04;
  APR v0.009000;
  APR::Pool v0.009000;
  APR::Table v0.009000;
  AutoLoader v5.60;
  base v2.07;
  bytes v1.02;
  Cache::Simple::TimedExpiry v0.27;
  capitalization v0.03;
  Carp v1.04;
  CGI v3.42;
  CGI::Cookie v1.29;
  CGI::Util v1.5_01;
  Class::Accessor v0.31;
  Class::Accessor::Fast v0.31;
  Class::Container v0.12;
  Class::Data::Inheritable v0.08;
  Class::Inspector v1.23;
  Class::ReturnValue v0.55;
  Clone v0.30;
  constant v1.05;
  CSS::Squish v0.07;
  Cwd v3.29;
  Data::Dumper v2.121_08;
  Date::Format v2.22;
  Date::Parse v2.27;
  DBD::mysql v3.0008;
  DBI v1.53;
  DBIx::SearchBuilder v1.54;
  DBIx::SearchBuilder::Union v0;
  DBIx::SearchBuilder::Unique v0.01;
  Devel::StackTrace v1.20;
  Devel::StackTraceFrame v1.20;
  Devel::Symdump v2.08;
  Digest::base v1.00;
  Digest::MD5 v2.36;
  DynaLoader v1.04;
  Email::Address v1.889;
  Encode v2.26;
  Encode::Alias v2.10;
  Encode::Config v2.05;
  Encode::Encoding v2.05;
  Errno v1.0901;
  Exception::Class v1.26;
  Exception::Class::Base v1.2;
  Exporter v5.58;
  Exporter::Heavy v5.58;
  Fcntl v1.05;
  File::Basename v2.74;
  File::Glob v1.05;
  File::Path v1.08;
  File::ShareDir v1.00;
  File::Spec v3.29;
  File::Spec::Functions v3.29;
  File::Spec::Unix v3.29;
  File::Temp v0.21;
  FileHandle v2.01;
  GD v2.34;
  GD::Image v2.27;
  GraphViz v2.04;
  HTML::Element v3.23;
  HTML::Entities v3.57;
  HTML::Formatter v2.04;
  HTML::FormatText v2.04;
  HTML::Mason v1.40;
  HTML::Mason::ApacheHandler v1.69;
  HTML::Mason::Exception v1.1;
  HTML::Mason::Exception::Abort v1.1;
  HTML::Mason::Exception::Compilation v1.1;
  HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1;
  HTML::Mason::Exception::Compiler v1.1;
  HTML::Mason::Exception::Decline v1.1;
  HTML::Mason::Exception::Params v1.1;
  HTML::Mason::Exception::Syntax v1.1;
  HTML::Mason::Exception::System v1.1;
  HTML::Mason::Exception::TopLevelNotFound v1.1;
  HTML::Mason::Exception::VirtualMethod v1.1;
  HTML::Mason::Exceptions v1.43;
  HTML::Parser v3.59;
  HTML::Scrubber v0.08;
  HTML::Tagset v3.20;
  HTML::TreeBuilder v3.23;
  I18N::LangTags v0.35;
  integer v1.00;
  IO v1.22;
  IO::File v1.13;
  IO::Handle v1.25;
  IO::InnerFile v2.110;
  IO::Lines v2.110;
  IO::ScalarArray v2.110;
  IO::Seekable v1.1;
  IO::Select v1.17;
  IO::Socket v1.29;
  IO::Socket::INET v1.29;
  IO::Socket::UNIX v1.22;
  IO::WrapTie v2.110;
  IPC::Open2 v1.02;
  IPC::Open3 v1.02;
  IPC::Run v0.82;
  IPC::Run::Debug v0.82;
  IPC::Run::IO v0.82;
  IPC::Run::Timer v0.82;
  List::Util v1.19;
  Locale::Maketext v1.09;
  Locale::Maketext::Fuzzy v0.10;
  Locale::Maketext::Lexicon v0.77;
  Locale::Maketext::Lexicon::Gettext v0.17;
  Log::Dispatch v2.22;
  Log::Dispatch::Base v1.09;
  Log::Dispatch::Output v1.26;
  Log::Dispatch::Screen v1.17;
  Log::Dispatch::Syslog v1.18;
  Mail::Address v2.04;
  Mail::Field v2.04;
  Mail::Field::AddrList v2.04;
  Mail::Field::Date v2.04;
  Mail::Field::Generic v2.04;
  Mail::Header v2.04;
  Mail::Internet v2.04;
  Mail::Mailer v2.04;
  Mail::Util v2.04;
  MIME::Base64 v3.07;
  MIME::Body v5.427;
  MIME::Decoder v5.427;
  MIME::Decoder::Base64 v5.427;
  MIME::Decoder::Binary v5.427;
  MIME::Decoder::NBit v5.427;
  MIME::Entity v5.427;
  MIME::Field::ContDisp v5.427;
  MIME::Field::ConTraEnc v5.427;
  MIME::Field::ContType v5.427;
  MIME::Field::ParamVal v5.427;
  MIME::Head v5.427;
  MIME::Parser v5.427;
  MIME::QuotedPrint v3.07;
  MIME::Tools v5.427;
  MIME::Words v5.427;
  mod_perl v2.000002;
  mod_perl2 v2.000002;
  ModPerl::Const v2.000002;
  Module::Versions::Report v1.06;
  Net::Cmd v2.29;
  Net::Config v1.11;
  Net::SMTP v2.31;
  overload v1.04;
  Params::Util v0.35;
  Params::Validate v0.91;
  PerlIO v1.04;
  PerlIO::scalar v0.04;
  POSIX v1.09;
  re v0.05;
  Regexp::Common v2.122;
  Regexp::Common::delimited v2.106;
  Regexp::Common::URI v2.110;
  Regexp::Common::URI::fax v2.102;
  Regexp::Common::URI::file v2.102;
  Regexp::Common::URI::ftp v2.103;
  Regexp::Common::URI::gopher v2.102;
  Regexp::Common::URI::http v2.103;
  Regexp::Common::URI::news v2.102;
  Regexp::Common::URI::pop v2.102;
  Regexp::Common::URI::prospero v2.102;
  Regexp::Common::URI::RFC1035 v2.102;
  Regexp::Common::URI::RFC1738 v2.106;
  Regexp::Common::URI::RFC1808 v2.102;
  Regexp::Common::URI::RFC2384 v2.104;
  Regexp::Common::URI::RFC2396 v2.102;
  Regexp::Common::URI::RFC2806 v2.102;
  Regexp::Common::URI::tel v2.102;
  Regexp::Common::URI::telnet v2.102;
  Regexp::Common::URI::tv v2.102;
  Regexp::Common::URI::wais v2.102;
  RT v3.8.2;
  RT::Interface::Email v2;
  RT::Interface::Web::Request v0.30;
  Scalar::Util v1.19;
  SelectSaver v1.01;
  Socket v1.78;
  Storable v2.15;
  strict v1.03;
  Symbol v1.06;
  Sys::Syslog v0.18;
  Text::Autoformat v1.13;
  Text::Quoted v2.05;
  Text::Reform v1.11;
  Text::Tabs v2005.0824;
  Text::Template v1.45;
  Text::Wrapper v1.02;
  Time::HiRes v1.86;
  Time::JulianDay v2003.1125;
  Time::Local v1.11;
  Time::ParseDate v2006.0814;
  Time::Timezone v2006.0814;
  Time::Zone v2.22;
  UNIVERSAL v1.01;
  UNIVERSAL::require v0.11;
  URI v1.37;
  URI::Escape v3.29;
  URI::file v4.20;
  utf8 v1.06;
  vars v1.01;
  warnings v1.05;
  warnings::register v1.01;
  XSLoader v0.06;
RT Config
MaxInlineBody

12000

OldestTransactionsFirst

1

UsernameFormat

concise

ShowUnreadMessageNotifications

1

WebDefaultStylesheet

web2

MessageBoxRichText

1

PlainTextPre

0

MessageBoxRichTextHeight

200

MessageBoxWidth

72

MessageBoxHeight

15

ActiveStatus

new, open, stalled

Active_MakeClicky

AmbiguousDayInFuture

0

AmbiguousDayInPast

0

AutoLogoff

0

CanonicalizeOnCreate

0

CanonicalizeRedirectURLs

0

CommentAddress

CorrespondAddress

CustomFieldValuesSources

DashboardAddress

DashboardSubject

%s Dashboard: %s

DatabaseHost

localhost

DatabaseName

rt3

DatabasePassword

Password not printed

DatabasePort

DatabaseRTHost

localhost

DatabaseType

mysql

DatabaseUser

rt3

DateDayBeforeMonth

1

DateTimeFormat

DefaultFormat

DefaultSearchResultFormat

'<B><A HREF="__WebPath__/Ticket/Display.html?id=__id__">__id__</a></B>/TITLE:#', '<B><A HREF="__WebPath__/Ticket/Display.html?id=__id__">__Subject__</a></B>/TITLE:Subject', Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', '<small>__Requestors__</small>', '<small>__CreatedRelative__</small>', '<small>__ToldRelative__</small>', '<small>__LastUpdatedRelative__</small>', '<small>__TimeLeft__</small>'

DefaultSummaryRows

10

DevelMode

0

EmailFrequency

Individual messages

EmailInputEncodings

utf-8, iso-8859-1, us-ascii

EmailOutputEncoding

utf-8

EnableReminders

1

ExtractSubjectTagMatch

Regexp

ExtractSubjectTagNoMatch

Regexp

ForwardFromUser

0

FriendlyFromLineFormat

"%s via RT" <%s>

FriendlyToLineFormat

"%s of rt.cint.com Ticket #%s":;

GnuPG

Enable, 0, AllowEncryptDataInDB, 0, OutgoingMessagesFormat, RFC

GnuPGOptions

homedir, /opt/rt3/var/data/gpg

HomepageComponents

QuickCreate, Quicksearch, MyAdminQueues, MySupportQueues, MyReminders, RefreshHomepage, Dashboards

InactiveStatus

resolved, rejected, deleted

LexiconLanguages

*

LinkTransactionsRun1Scrip

0

LogDir

/opt/rt3/var/log

LogStackTraces

LogToFileNamed

rt.log

LogToScreen

info

LogToSyslog

info

LogToSyslogConf

LogoURL

/NoAuth/images/bplogo.gif

LoopsToRTOwner

1

MailCommand

smtp

MailParams

MasonParameters

MaxAttachmentSize

10000000

MessageBoxIncludeSignature

1

MessageBoxWrap

HARD

MinimumPasswordLength

5

NetServerOptions

NotifyActor

0

Organization

rt.cint.com

OwnerEmail

root

PreviewScripMessages

0

RTAddressRegexp

^rt\@example.com$

RecordOutgoingEmail

1

RedistributeAutoGeneratedMessages

privileged

SMTPDebug

0

SMTPServer

smtp.stockholm.cint.com

SelfServiceRegex

Regexp

SendmailArguments

-oi -t

SendmailBounceArguments

-f "<>"

SendmailPath

/usr/sbin/sendmail

ShowBccHeader

0

ShowTransactionImages

1

StandaloneMaxServers

1

StandaloneMaxSpareServers

0

StandaloneMinServers

1

StandaloneMinSpareServers

0

StrictLinkACL

1

Timezone

US/Eastern

UseFriendlyFromLine

1

UseFriendlyToLine

0

UseTransactionBatch

1

WebBaseURL

http://localhost:80

WebDomain

localhost

WebFlushDbCacheEveryRequest

1

WebImagesURL

/NoAuth/images/

WebNoAuthRegex

Regexp

WebPath

WebPort

80

WebSecureCookies

0

WebURL

http://localhost:80/

WikiImplicitLinks

0

rtname

rt.cint.com

RT Variables
RT::BasePath

/opt/rt3

RT::BinPath

/opt/rt3/bin

RT::EtcPath

/opt/rt3/etc

RT::LocalEtcPath

/opt/rt3/local/etc

RT::LocalLexiconPath

/opt/rt3/local/po

RT::LocalLibPath

/opt/rt3/local/lib

RT::LocalPath

/opt/rt3/local

RT::LocalPluginPath

/opt/rt3/local/plugins

RT::MasonComponentRoot

/opt/rt3/share/html

RT::MasonDataDir

/opt/rt3/var/mason_data

RT::MasonLocalComponentRoot

/opt/rt3/local/html

RT::MasonSessionDir

/opt/rt3/var/session_data

RT::SbinPath

/opt/rt3/sbin

RT::VERSION

3.8.2

RT::VarPath

/opt/rt3/var

Perl configuration
Summary of my perl5 (revision 5 version 8 subversion 8) configuration:
  Platform:
    osname=linux, osvers=2.6.24.4, archname=i486-linux-gnu-thread-multi
    uname='linux ninsei 2.6.24.4 #1 smp preempt fri apr 18 15:36:09 pdt 2008 i686 gnulinux '
    config_args='-Dusethreads -Duselargefiles -Dccflags=-DDEBIAN -Dcccdlflags=-fPIC -Darchname=i486-linux-gnu -Dprefix=/usr -Dprivlib=/usr/share/perl/5.8 -Darchlib=/usr/lib/perl/5.8 -Dvendorprefix=/usr -Dvendorlib=/usr/share/perl5 -Dvendorarch=/usr/lib/perl5 -Dsiteprefix=/usr/local -Dsitelib=/usr/local/share/perl/5.8.8 -Dsitearch=/usr/local/lib/perl/5.8.8 -Dman1dir=/usr/share/man/man1 -Dman3dir=/usr/share/man/man3 -Dsiteman1dir=/usr/local/man/man1 -Dsiteman3dir=/usr/local/man/man3 -Dman1ext=1 -Dman3ext=3perl -Dpager=/usr/bin/sensible-pager -Uafs -Ud_csh -Uusesfio -Uusenm -Duseshrplib -Dlibperl=libperl.so.5.8.8 -Dd_dosuid -des'
    hint=recommended, useposix=true, d_sigaction=define
    usethreads=define use5005threads=undef useithreads=define usemultiplicity=define
    useperlio=define d_sfio=undef uselargefiles=define usesocks=undef
    use64bitint=undef use64bitall=undef uselongdouble=undef
    usemymalloc=n, bincompat5005=undef
  Compiler:
    cc='cc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBIAN -fno-strict-aliasing -pipe -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64',
    optimize='-O2',
    cppflags='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBIAN -fno-strict-aliasing -pipe -I/usr/local/include'
    ccversion='', gccversion='4.1.2 20061115 (prerelease) (Debian 4.1.1-21)', gccosandvers=''
    intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234
    d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12
    ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8
    alignbytes=4, prototype=define
  Linker and Libraries:
    ld='cc', ldflags =' -L/usr/local/lib'
    libpth=/usr/local/lib /lib /usr/lib
    libs=-lgdbm -lgdbm_compat -ldb -ldl -lm -lpthread -lc -lcrypt
    perllibs=-ldl -lm -lpthread -lc -lcrypt
    libc=/lib/libc-2.3.6.so, so=so, useshrplib=true, libperl=libperl.so.5.8.8
    gnulibc_version='2.3.6'
  Dynamic Linking:
    dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E'
    cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib'

Perl Include Paths (@INC)
/opt/rt3/bin/../local/lib
/opt/rt3/bin/../lib
/etc/perl
/usr/local/lib/perl/5.8.8
/usr/local/share/perl/5.8.8
/usr/lib/perl5
/usr/share/perl5
/usr/lib/perl/5.8
/usr/share/perl/5.8
/usr/local/lib/site_perl
.
/etc/apache2

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