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

Ruslan Zakirov ruslan.zakirov at gmail.com
Mon Feb 16 12:01:11 EST 2009


ReplyToTicket right and pay attention to NotifyActor config option.
Sure you'll need scrip notify requestors on correspond with template
xxx.

On Mon, Feb 16, 2009 at 1:45 PM, Jon Westholm <jon.westholm at cint.com> wrote:
> 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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>
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>



-- 
Best regards, Ruslan.



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