From Joanne.Keown at coloradogroup.com.au Wed Dec 1 00:31:11 2010 From: Joanne.Keown at coloradogroup.com.au (Joanne Keown) Date: Wed, 1 Dec 2010 15:31:11 +1000 Subject: [rt-users] Custom Field values - included in Autpo-reply Template Message-ID: <0F5FC019E0CDF3459EE1B8D44E850727454350F903@BNE-EXCH.coloradogroup.com.au> Hi, I have been trying out numerous suggestions on how to code to include values from Custom Fields into an Auto-reply email. The Custom Field is "First Name" and I want the first name entered on the ticket, to appear after the word "Hello" on the Auto-reply email. The below is my latest attempt (based on user feedback on other threads) however, this doesn't work either as the email just doesn't send (NB; if I take the line of code out altogether then the email does send). Hello {my $First Name = $Ticket->FirstCustomFieldValue('First Name')} I'm not a programmer, so apologies if this problem sounds a bit 101, however I could really use some pointers. Kind regards Jo Joanne Keown, MBusAdmin(Mgt), PNA IS Business Analyst Colorado Group Ltd 100 Melbourne Street South Brisbane QLD 4101 Ph: +61 7 3877 3399 Mobile: 0402 697 351 Fax: +61 7 3877 3289 Email: joanne.keown at coloradogroup.com.au Join FUSION now and get special member rewards at 5 of Australia's leading fashion brands. www.fusioncard.com.au ____________________________________________________________________________________________________________ This email and any attachments are confidential and intended for use by the addressee only. If you are not the intended recipient, please delete it and destroy any copies. No part of this email may be reproduced, adapted or transmitted without the written permission of the owner of the copyright or other intellectual property in it. COLORADO group does not accept liability for loss or damage caused by this email, for example by a computer virus or arising from data corruption, delay, interruption, unauthorised access or any other thing. ____________________________________________________________________________________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Wed Dec 1 00:41:15 2010 From: todd at chaka.net (Todd Chapman) Date: Wed, 1 Dec 2010 00:41:15 -0500 Subject: [rt-users] Custom Field values - included in Autpo-reply Template In-Reply-To: <0F5FC019E0CDF3459EE1B8D44E850727454350F903@BNE-EXCH.coloradogroup.com.au> References: <0F5FC019E0CDF3459EE1B8D44E850727454350F903@BNE-EXCH.coloradogroup.com.au> Message-ID: Jo, How are you populating the custom field? The likely problem is that the custom field is not populated before the autoreply is processed. -Todd On Wed, Dec 1, 2010 at 12:31 AM, Joanne Keown < Joanne.Keown at coloradogroup.com.au> wrote: > Hi, > > > > I have been trying out numerous suggestions on how to code to include > values from Custom Fields into an Auto-reply email. The Custom Field is ? > *First Name*? and I want the first name entered on the ticket, to appear > after the word ?Hello? on the Auto-reply email. The below is my latest > attempt (based on user feedback on other threads) however, this doesn?t work > either as the email just doesn?t send (*NB*; if I take the line of code > out altogether then the email does send). > > > > *Hello {my $First Name = $Ticket->FirstCustomFieldValue('First Name')}* > > > > I?m not a programmer, so apologies if this problem sounds a bit 101, > however I could really use some pointers. > > > > Kind regards > > > > Jo > > > > *Joanne Keown**,* *MBusAdmin(Mgt), PNA* > > *IS Business Analyst* > > *Colorado Group Ltd > **100 Melbourne Street > South Brisbane QLD 4101* > > Ph: +61 7 3877 3399 > Mobile: 0402 697 351 > > *Fax: +61 7 3877 3289* > > Email: joanne.keown at coloradogroup.com.au > > > > *Join FUSION now and get special member rewards at 5 of **Australia?s > leading fashion brands.* > > *www.fusioncard.com.au*** > > > > ____________________________________________________________________________________________________________ > > This email and any attachments are confidential and intended for use by the addressee only. If you are not the intended recipient, please delete it and destroy any copies. > > No part of this email may be reproduced, adapted or transmitted without the written permission of the owner of the copyright or other intellectual property in it. > > COLORADO group does not accept liability for loss or damage caused by this email, for example by a computer virus or arising from data corruption, delay, interruption, unauthorised access or any other thing. > ____________________________________________________________________________________________________________ > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From gmiranda at lsi.upc.edu Wed Dec 1 04:00:47 2010 From: gmiranda at lsi.upc.edu (Guillermo Miranda) Date: Wed, 01 Dec 2010 10:00:47 +0100 Subject: [rt-users] Prevent users of a group from seeing the tickets of the another group on the same queue Message-ID: <1291194047.5454.5.camel@localhost.lsi.upc.edu> Hi, I would like to provide support for several departments (initially 2, more will come). I've had a look at the Rights entry in the wiki, so my structure is like: -Privileged --Support Team --Customers ---CustomerDept1 ----CustomerDept1Managers ---CustomerDept2 ----CustomerDept2Managers I just need one support team right now, and there might be subgroups inside, but that's not important right now. The point is that the managers of those customer departments should be able to see only those tickets in the queue created by users of the CustomerDept group (CustomerDept2Managers must not see tickets created by users in CustomerDept1, not even listed in the queue). As there'll be *many* queues, cloning the queues for each department is a no-go. So, is there a way to achieve this? Thanks in advance, -- Guillermo Miranda. From gsollazz at sgul.ac.uk Wed Dec 1 05:42:58 2010 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Wed, 01 Dec 2010 10:42:58 +0000 Subject: [rt-users] Outbound mail "problem" (or misunderstanding?) In-Reply-To: References: <4CF3CE0F.6090506@sgul.ac.uk> <4CF520A7.1060606@sgul.ac.uk> <4CF52E8C.5060403@sgul.ac.uk> Message-ID: <4CF626B2.6040000@sgul.ac.uk> Hi Kenneth, thanks a lot for your help. These are the 4 scrips that use the "On Correspond" condition" "On Correspond Notify AdminCcs" TransactionCreate On Correspond Notify AdminCcs Admin Correspondence "On Correspond Notify Other Recipients" TransactionCreate On Correspond Notify Other Recipients Correspondence "On Correspond Notify Requestors and Ccs" TransactionCreate On Correspond Notify Requestors and Ccs Correspondence "On Correspond Open Tickets" TransactionCreate On Correspond Open Tickets Blank I would have assumed that the third script would create the reply? Giuseppe On 30/11/10 20:25, Kenneth Crocker wrote: > Giuseppe, > > List for me the following information for each Notification scrip that > uses "On Correspond" as the condition: > > Description: > Condition: > Action: > Template: > Stage: > > Unless you have specific information in a template from Ticket/Custom > Field data being set by a scrip running in "TransactionBatch", you > really can have them in stage "TransactionCreate". > > Kenn > LBNL > > > On Tue, Nov 30, 2010 at 9:04 AM, Giuseppe Sollazzo > > wrote: > > Hi Kenneth, > it's actually the requestor. > > But if I set up a Cc (a one-time Cc) the same thing happens. > > Giuseppe > > > On 30/11/10 17:00, Kenneth Crocker wrote: >> Giuseppe, >> >> Exactly who is NOT getting a notification on Correspondence? >> Compare their role with the recipients. If they are not listed as >> a "Cc" Watcher (for example) on either the Queue or the Ticket, >> then they will not get a notification as a "Cc", etc. >> >> Kenn >> LBNL >> >> On Tue, Nov 30, 2010 at 8:04 AM, Giuseppe Sollazzo >> > wrote: >> >> On 29/11/10 17:48, Kenneth Crocker wrote: >>> Giuseppe, >>> >>> Most likely, you do not have a notification scrip for "On >>> Correspond". I believe the book has several good examples on >>> how to build a simple scrip like that. Anyway, check your >>> Global/Queue notification scrip sand see if that's the case. >>> Hope this helps. >>> >>> Kenn >>> LBNL >>> >> >> Hi Kenneth... that's actually my doubt. >> I mean, in my configuration I see 11 scrips. Are they all >> "active"? It's not clear to me if you can have "disabled" and >> "enabled" scrips. >> >> For example, one of them is: >> 6 >> >> On Correspond Notify Requestors and Ccs >> >> TransactionCreate On Correspond Notify Requestors and Ccs >> Correspondence >> >> >> >> Which I had assumed was the one you mention. >> I have correctly(?) set up Set($UseTransactionBatch,1); >> >> >> Found 6 scrips for TransactionCreate stage with applicable >> type(s) Correspond (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370) >> [Tue Nov 30 16:02:55 2010] [debug]: About to commit scrips >> for transaction #212 >> (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:187) >> [Tue Nov 30 16:02:55 2010] [debug]: Committing scrip #5 on >> txn #212 of ticket #10 >> (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190) >> [Tue Nov 30 16:02:55 2010] [debug]: Calling >> SetRecipientDigests for transaction >> RT::Transaction=HASH(0xbc39118), id 212 >> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:630) >> [Tue Nov 30 16:02:55 2010] [debug]: Working on mailfield To; >> recipients are (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646) >> >> But I get a "recipients not found" or "recipients are" and a >> null string.. >> Moreover, in the bottom bit of the reply, the " >> >> >> Messages about this ticket will not be sent to... >> >> /(Check boxes to enable notifications to the listed >> recipients)/ " >> >> part is actually empty. >> >> Any hint? >> >> Thanks everyone, >> Giuseppe >> >> >>> On Mon, Nov 29, 2010 at 8:00 AM, Giuseppe Sollazzo >>> > wrote: >>> >>> Hi everyone, >>> >>> I'm playing with our rather vanilla installation of RT >>> in which we're supposed to have, at least for the >>> moment, one general queue from which tickets will be >>> moved into two other real queue according to the department. >>> >>> Trying to configure mail in and mail out, I happen to >>> have a behaviour which I can't totally explain and was >>> wondering if anyone could help figuring out. >>> >>> When I create a ticket from the web interface, an e-mail >>> is correctly sent to the requestor. >>> My possibly wrong understanding is that any following >>> "Reply" to the ticket also generates a mail. However, >>> this does not get delivered. >>> >>> I'm a bit puzzled as if RT manages to send the first one >>> I assume the configuration of the e-mail is correct. >>> rt.log shows this sequence (edited): >>> >>> [Mon Nov 29 15:13:14 2010] [debug]: About to think about >>> scrips for transaction #189 >>> (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163) >>> [Mon Nov 29 15:13:14 2010] [debug]: About to prepare >>> scrips for transaction #189 >>> (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:167) >>> [Mon Nov 29 15:13:14 2010] [debug]: Found* 6 scrips *for >>> TransactionCreate stage with applicable type(s) >>> Correspond (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370) >>> [Mon Nov 29 15:13:28 2010] [debug]: About to think about >>> scrips for transaction #190 >>> (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163) >>> [Mon Nov 29 15:13:28 2010] [debug]: About to prepare >>> scrips for transaction #190 >>> (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:167) >>> [Mon Nov 29 15:13:28 2010] [debug]: Found 6 scrips for >>> TransactionCreate stage with applicable type(s) >>> Correspond (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370) >>> [Mon Nov 29 15:13:28 2010] [debug]: About to commit >>> scrips for transaction #190 >>> (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:187) >>> [Mon Nov 29 15:13:28 2010] [debug]: Committing scrip #5 >>> on txn #190 of ticket #7 >>> (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190) >>> [Mon Nov 29 15:13:28 2010] [debug]: Calling >>> SetRecipientDigests for transaction >>> RT::Transaction=HASH(0xc6ff3cc), id 190 >>> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:630) >>> [Mon Nov 29 15:13:28 2010] [debug]: Working on mailfield >>> To; recipients are >>> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646) >>> [Mon Nov 29 15:13:28 2010] [debug]: Subject: [SGUL #7] Text >>> From: "Giuseppe Sollazzo via RT" >>> >>> >>> Reply-To: our_rt_address at sgul.ac.uk >>> In-Reply-To: >>> >>> >>> References: >>> >>> >>> >>> Message-ID: >>> >>> >>> Precedence: bulk >>> X-RT-Loop-Prevention: SGUL >>> RT-Ticket: SGUL #7 >>> Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/) >>> RT-Originator: gsollazz at sgul.ac.uk >>> >>> MIME-Version: 1.0 >>> Content-Transfer-Encoding: 8bit >>> Content-Type: text/plain; charset="utf-8" >>> X-RT-Original-Encoding: utf-8 >>> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:653) >>> [Mon Nov 29 15:13:28 2010] [debug]: Removing deferred >>> recipients from To: line >>> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676) >>> [Mon Nov 29 15:13:28 2010] [debug]: Setting deferred >>> recipients for attribute creation >>> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685) >>> [Mon Nov 29 15:13:28 2010] [debug]: Working on mailfield >>> Cc; recipients are >>> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646) >>> [Mon Nov 29 15:13:28 2010] [debug]: Subject: [SGUL #7] Text >>> >>> >>> And again, multiple times. I assume it's because 6 >>> scrips match. However, none of these is ever delivered. >>> A series of error about gpg follows (which I assume it's >>> not required for the system to work, as it manages to >>> send the first e-mail without complaining). >>> >>> I haven't configured the scrips myself, they seemed to >>> be part of the "standard" install and I had assumed they >>> are needed for the system to work... maybe I'm wrong >>> about this. >>> >>> Any hint about this? >>> - Scrips: is there any way to deactivate them? Are they >>> required? >>> - E-mail: what else should I check? >>> >>> Thanks, >>> Giuseppe >>> >>> -- >>> ____________________________________ >>> >>> Giuseppe Sollazzo >>> Senior Systems Analyst >>> Computing Services >>> Information Services >>> St. George's, University Of London >>> Cranmer Terrace >>> London SW17 0RE >>> >>> Email:gsollazz at sgul.ac.uk >>> Direct Dial: +44 20 8725 5160 >>> Fax: +44 20 8725 3583 >>> >>> >>> >>> >> >> >> -- >> ____________________________________ >> >> Giuseppe Sollazzo >> Senior Systems Analyst >> Computing Services >> Information Services >> St. George's, University Of London >> Cranmer Terrace >> London SW17 0RE >> >> Email:gsollazz at sgul.ac.uk >> Direct Dial: +44 20 8725 5160 >> Fax: +44 20 8725 3583 >> >> >> >> > > > -- > ____________________________________ > > Giuseppe Sollazzo > Senior Systems Analyst > Computing Services > Information Services > St. George's, University Of London > Cranmer Terrace > London SW17 0RE > > Email:gsollazz at sgul.ac.uk > Direct Dial: +44 20 8725 5160 > Fax: +44 20 8725 3583 > > > > -- ____________________________________ Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsollazz at sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 -------------- next part -------------- An HTML attachment was scrubbed... URL: From gregory at accesskenya.com Wed Dec 1 05:35:24 2010 From: gregory at accesskenya.com (Gregory Greafers) Date: Wed, 01 Dec 2010 13:35:24 +0300 Subject: [rt-users] Using Postfix with Satelite mail config option to work with MDaemon mail server Message-ID: <1291199724.4772.17.camel@greg-HP-Compaq-6730s> Hi all, I am new to RT and still setting up RT 3.8.8 on Ubuntu 10.10 desktop, and along the way, I realized the ONLY OPTION I have is to make my RT run mail to contact our existing mail server (MDaemon 11.0.3 on a Windows server - since I am in a Windows environment). I chose postfix, I have installed it, but I need to know how to configure it so that it relays mail to the Mdaemon server, as well as receive mail from the same. This will help in enabling existing mail users send and recieve mail seamlessly on ticketing! What config options should I use? Any guides and links will be much appreciated, please help -- Regards, Gregory Okoth NOC Engineer Email:noc at accesskenya.com Tel: (254 20) 360 0908 Fax: (254 20)(254 20) 360 0001 From Ingo.Itter at ages.de Wed Dec 1 05:47:59 2010 From: Ingo.Itter at ages.de (Ingo.Itter at ages.de) Date: Wed, 1 Dec 2010 11:47:59 +0100 Subject: [rt-users] auto repoen after E-Mail answer Message-ID: Hello, how can i disable the automatic Reopen if the Requestor answer via E-Mail a closed (resolved) ticket ? Thank you _______________________________________________________________________ Gesch?ftsf?hrer: Rolf Herzog, Thomas Benk AGES Maut System GmbH & Co. KG AG D?sseldorf HRA 14045, USt-IdNr.: DE 202525868 AGES International GmbH & Co. KG AG D?sseldorf HRA 16636, USt-IdNr.: DE 813749831 AGES ETS GmbH AG D?sseldorf HRB 55580, USt-IdNr.: DE 814789134 -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Wed Dec 1 05:52:22 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 1 Dec 2010 11:52:22 +0100 Subject: [rt-users] auto repoen after E-Mail answer In-Reply-To: References: Message-ID: <20101201105222.GC2092@easter-eggs.com> On Wed, Dec 01, 2010 at 11:47:59AM +0100, Ingo.Itter at ages.de wrote: > Hello, > > how can i disable the automatic Reopen if the Requestor answer via E-Mail > a closed (resolved) ticket ? > Look at Configuration->Global->Scrips and remove the scrip "On Correspond Open Tickets" From gsollazz at sgul.ac.uk Wed Dec 1 06:22:25 2010 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Wed, 01 Dec 2010 11:22:25 +0000 Subject: [rt-users] Outbound mail "problem" (or misunderstanding?) In-Reply-To: <4CF626B2.6040000@sgul.ac.uk> References: <4CF3CE0F.6090506@sgul.ac.uk> <4CF520A7.1060606@sgul.ac.uk> <4CF52E8C.5060403@sgul.ac.uk> <4CF626B2.6040000@sgul.ac.uk> Message-ID: <4CF62FF1.9010309@sgul.ac.uk> Just to add a little bit of info, the "Admin Correspondence" template only did "RT-Attach-Message: yes Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} > {$Transaction->Content()}" so I was not sure it e-mailed (it should). To be sure, I created a template called "Reply" attached to the script that does as follows: "Subject: Information about: {$Ticket->Subject} - ID {$Ticket->id()} Greetings, This message has been automatically generated in response to the status update of a ticket regarding: "{$Ticket->Subject()}", a summary of which appears below. Thank you, {$Ticket->QueueObj->CorrespondAddress()} ------------------------------------------------------------------------- {$Transaction->Content()}" but still no luck. Giusepe On 01/12/10 10:42, Giuseppe Sollazzo wrote: > Hi Kenneth, > thanks a lot for your help. These are the 4 scrips that use the "On > Correspond" condition" > > "On Correspond Notify AdminCcs" TransactionCreate On > Correspond Notify AdminCcs Admin Correspondence > "On Correspond Notify Other Recipients" TransactionCreate On > Correspond Notify Other Recipients Correspondence > "On Correspond Notify Requestors and Ccs" TransactionCreate On > Correspond Notify Requestors and Ccs Correspondence > "On Correspond Open Tickets" TransactionCreate On > Correspond Open Tickets Blank > > > I would have assumed that the third script would create the reply? > > Giuseppe > > On 30/11/10 20:25, Kenneth Crocker wrote: >> Giuseppe, >> >> List for me the following information for each Notification scrip >> that uses "On Correspond" as the condition: >> >> Description: >> Condition: >> Action: >> Template: >> Stage: >> >> Unless you have specific information in a template from Ticket/Custom >> Field data being set by a scrip running in "TransactionBatch", you >> really can have them in stage "TransactionCreate". >> >> Kenn >> LBNL >> >> >> On Tue, Nov 30, 2010 at 9:04 AM, Giuseppe Sollazzo >> > wrote: >> >> Hi Kenneth, >> it's actually the requestor. >> >> But if I set up a Cc (a one-time Cc) the same thing happens. >> >> Giuseppe >> >> >> On 30/11/10 17:00, Kenneth Crocker wrote: >>> Giuseppe, >>> >>> Exactly who is NOT getting a notification on Correspondence? >>> Compare their role with the recipients. If they are not listed >>> as a "Cc" Watcher (for example) on either the Queue or the >>> Ticket, then they will not get a notification as a "Cc", etc. >>> >>> Kenn >>> LBNL >>> >>> On Tue, Nov 30, 2010 at 8:04 AM, Giuseppe Sollazzo >>> > wrote: >>> >>> On 29/11/10 17:48, Kenneth Crocker wrote: >>>> Giuseppe, >>>> >>>> Most likely, you do not have a notification scrip for "On >>>> Correspond". I believe the book has several good examples >>>> on how to build a simple scrip like that. Anyway, check >>>> your Global/Queue notification scrip sand see if that's the >>>> case. Hope this helps. >>>> >>>> Kenn >>>> LBNL >>>> >>> >>> Hi Kenneth... that's actually my doubt. >>> I mean, in my configuration I see 11 scrips. Are they all >>> "active"? It's not clear to me if you can have "disabled" >>> and "enabled" scrips. >>> >>> For example, one of them is: >>> 6 >>> On >>> Correspond Notify Requestors and Ccs >>> >>> TransactionCreate On Correspond Notify Requestors and >>> Ccs Correspondence >>> >>> >>> >>> Which I had assumed was the one you mention. >>> I have correctly(?) set up Set($UseTransactionBatch,1); >>> >>> >>> Found 6 scrips for TransactionCreate stage with applicable >>> type(s) Correspond >>> (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370) >>> [Tue Nov 30 16:02:55 2010] [debug]: About to commit scrips >>> for transaction #212 >>> (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:187) >>> [Tue Nov 30 16:02:55 2010] [debug]: Committing scrip #5 on >>> txn #212 of ticket #10 >>> (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190) >>> [Tue Nov 30 16:02:55 2010] [debug]: Calling >>> SetRecipientDigests for transaction >>> RT::Transaction=HASH(0xbc39118), id 212 >>> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:630) >>> [Tue Nov 30 16:02:55 2010] [debug]: Working on mailfield To; >>> recipients are (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646) >>> >>> But I get a "recipients not found" or "recipients are" and a >>> null string.. >>> Moreover, in the bottom bit of the reply, the " >>> >>> >>> Messages about this ticket will not be sent to... >>> >>> /(Check boxes to enable notifications to the listed >>> recipients)/ " >>> >>> part is actually empty. >>> >>> Any hint? >>> >>> Thanks everyone, >>> Giuseppe >>> >>> >>>> On Mon, Nov 29, 2010 at 8:00 AM, Giuseppe Sollazzo >>>> > wrote: >>>> >>>> Hi everyone, >>>> >>>> I'm playing with our rather vanilla installation of RT >>>> in which we're supposed to have, at least for the >>>> moment, one general queue from which tickets will be >>>> moved into two other real queue according to the >>>> department. >>>> >>>> Trying to configure mail in and mail out, I happen to >>>> have a behaviour which I can't totally explain and was >>>> wondering if anyone could help figuring out. >>>> >>>> When I create a ticket from the web interface, an >>>> e-mail is correctly sent to the requestor. >>>> My possibly wrong understanding is that any following >>>> "Reply" to the ticket also generates a mail. However, >>>> this does not get delivered. >>>> >>>> I'm a bit puzzled as if RT manages to send the first >>>> one I assume the configuration of the e-mail is >>>> correct. rt.log shows this sequence (edited): >>>> >>>> [Mon Nov 29 15:13:14 2010] [debug]: About to think >>>> about scrips for transaction #189 >>>> (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163) >>>> [Mon Nov 29 15:13:14 2010] [debug]: About to prepare >>>> scrips for transaction #189 >>>> (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:167) >>>> [Mon Nov 29 15:13:14 2010] [debug]: Found* 6 scrips >>>> *for TransactionCreate stage with applicable type(s) >>>> Correspond (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370) >>>> [Mon Nov 29 15:13:28 2010] [debug]: About to think >>>> about scrips for transaction #190 >>>> (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163) >>>> [Mon Nov 29 15:13:28 2010] [debug]: About to prepare >>>> scrips for transaction #190 >>>> (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:167) >>>> [Mon Nov 29 15:13:28 2010] [debug]: Found 6 scrips for >>>> TransactionCreate stage with applicable type(s) >>>> Correspond (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370) >>>> [Mon Nov 29 15:13:28 2010] [debug]: About to commit >>>> scrips for transaction #190 >>>> (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:187) >>>> [Mon Nov 29 15:13:28 2010] [debug]: Committing scrip #5 >>>> on txn #190 of ticket #7 >>>> (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190) >>>> [Mon Nov 29 15:13:28 2010] [debug]: Calling >>>> SetRecipientDigests for transaction >>>> RT::Transaction=HASH(0xc6ff3cc), id 190 >>>> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:630) >>>> [Mon Nov 29 15:13:28 2010] [debug]: Working on >>>> mailfield To; recipients are >>>> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646) >>>> [Mon Nov 29 15:13:28 2010] [debug]: Subject: [SGUL #7] Text >>>> From: "Giuseppe Sollazzo via RT" >>>> >>>> >>>> Reply-To: our_rt_address at sgul.ac.uk >>>> In-Reply-To: >>>> >>>> >>>> References: >>>> >>>> >>>> >>>> Message-ID: >>>> >>>> >>>> Precedence: bulk >>>> X-RT-Loop-Prevention: SGUL >>>> RT-Ticket: SGUL #7 >>>> Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/) >>>> RT-Originator: gsollazz at sgul.ac.uk >>>> >>>> MIME-Version: 1.0 >>>> Content-Transfer-Encoding: 8bit >>>> Content-Type: text/plain; charset="utf-8" >>>> X-RT-Original-Encoding: utf-8 >>>> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:653) >>>> [Mon Nov 29 15:13:28 2010] [debug]: Removing deferred >>>> recipients from To: line >>>> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676) >>>> [Mon Nov 29 15:13:28 2010] [debug]: Setting deferred >>>> recipients for attribute creation >>>> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685) >>>> [Mon Nov 29 15:13:28 2010] [debug]: Working on >>>> mailfield Cc; recipients are >>>> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646) >>>> [Mon Nov 29 15:13:28 2010] [debug]: Subject: [SGUL #7] Text >>>> >>>> >>>> And again, multiple times. I assume it's because 6 >>>> scrips match. However, none of these is ever delivered. >>>> A series of error about gpg follows (which I assume >>>> it's not required for the system to work, as it manages >>>> to send the first e-mail without complaining). >>>> >>>> I haven't configured the scrips myself, they seemed to >>>> be part of the "standard" install and I had assumed >>>> they are needed for the system to work... maybe I'm >>>> wrong about this. >>>> >>>> Any hint about this? >>>> - Scrips: is there any way to deactivate them? Are they >>>> required? >>>> - E-mail: what else should I check? >>>> >>>> Thanks, >>>> Giuseppe >>>> >>>> -- >>>> ____________________________________ >>>> >>>> Giuseppe Sollazzo >>>> Senior Systems Analyst >>>> Computing Services >>>> Information Services >>>> St. George's, University Of London >>>> Cranmer Terrace >>>> London SW17 0RE >>>> >>>> Email:gsollazz at sgul.ac.uk >>>> Direct Dial: +44 20 8725 5160 >>>> Fax: +44 20 8725 3583 >>>> >>>> >>>> >>>> >>> >>> >>> -- >>> ____________________________________ >>> >>> Giuseppe Sollazzo >>> Senior Systems Analyst >>> Computing Services >>> Information Services >>> St. George's, University Of London >>> Cranmer Terrace >>> London SW17 0RE >>> >>> Email:gsollazz at sgul.ac.uk >>> Direct Dial: +44 20 8725 5160 >>> Fax: +44 20 8725 3583 >>> >>> >>> >>> >> >> >> -- >> ____________________________________ >> >> Giuseppe Sollazzo >> Senior Systems Analyst >> Computing Services >> Information Services >> St. George's, University Of London >> Cranmer Terrace >> London SW17 0RE >> >> Email:gsollazz at sgul.ac.uk >> Direct Dial: +44 20 8725 5160 >> Fax: +44 20 8725 3583 >> >> >> >> > > > -- > ____________________________________ > > Giuseppe Sollazzo > Senior Systems Analyst > Computing Services > Information Services > St. George's, University Of London > Cranmer Terrace > London SW17 0RE > > Email:gsollazz at sgul.ac.uk > Direct Dial: +44 20 8725 5160 > Fax: +44 20 8725 3583 > > -- ____________________________________ Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsollazz at sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 -------------- next part -------------- An HTML attachment was scrubbed... URL: From sergiocharpinel at gmail.com Wed Dec 1 08:42:21 2010 From: sergiocharpinel at gmail.com (Sergio Charpinel Jr.) Date: Wed, 1 Dec 2010 11:42:21 -0200 Subject: [rt-users] Accented Character in Subject - Email is not sent Message-ID: Hi, I have a RT 3.8.8 which was upgraded from 3.8.5. The problem is when I answer a ticket via e-mail, and use accented chars in the Subject. RT replaces these chars with a ? , and does not send the e-mail (to AdminCc). Also, the chars are replaced in the body of the message with ? . My outputEncoding is uft-8 (default). I tried to change to Set($EmailOutputEncoding, 'iso-8859-1'); , but it did not work too. Any ideas? Thanks in advance. -- Sergio Roberto Charpinel Jr. -------------- next part -------------- An HTML attachment was scrubbed... URL: From hiro24 at gmail.com Wed Dec 1 09:17:35 2010 From: hiro24 at gmail.com (Chris Hall) Date: Wed, 1 Dec 2010 09:17:35 -0500 Subject: [rt-users] Adding it as a 'Requestor' would create a mail loop.... ? Message-ID: I'm a bit confused here.. tried reading up on this but.. maybe I just need a layman's explanation of what I need to be doing here. We were using rt 3.8.7, but recently upgraded to 3.8.8. As per the README, after the 'make upgrade' I ran: /opt/rt3/sbin/rt-setup-database --dba rt_user --prompt-for-dba-password --action upgrade which initially gave an error about RTAddressRegexp not being set. So after some digging, I've set the regular expression up in /opt/rt3/etc/RT_SiteConfig.pm and re-ran the above line, w/o the aforementioned error. However, this morning when I went to create a test ticket, I get: mymail at myserver.com is an address RT receives mail at. Adding it as a 'Requestor' would create a mail loop (obviously that's not the email address.. just kinda.. censoring..) In the past, we've always used this email address as the single address to send out notifications, etc.. and we don't really get "replies" to tickets via email. So now it appears it wants a different email account, rather than the "catch-all" one we made. I tried uncommenting the line from RT_SiteConfig.pm and restarting apache, but that didn't seem to change anything. Before I accidentally break something, can someone help me out here? All I want is to have it able to submit tickets using the catch-all email account we made for it. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mathieu at closetwork.org Wed Dec 1 09:25:35 2010 From: mathieu at closetwork.org (Mathieu Longtin) Date: Wed, 1 Dec 2010 09:25:35 -0500 Subject: [rt-users] Accented Character in Subject - Email is not sent In-Reply-To: References: Message-ID: I just submitted a patch for this: http://issues.bestpractical.com/Ticket/Display.html?id=16052;user=guest;pass=guest -- Mathieu Longtin 1-514-803-8977 On Wed, Dec 1, 2010 at 8:42 AM, Sergio Charpinel Jr. < sergiocharpinel at gmail.com> wrote: > Hi, > > I have a RT 3.8.8 which was upgraded from 3.8.5. > > The problem is when I answer a ticket via e-mail, and use accented chars in > the Subject. RT replaces these chars with a ? , and does not send the e-mail > (to AdminCc). > Also, the chars are replaced in the body of the message with ? . > > My outputEncoding is uft-8 (default). I tried to change > to Set($EmailOutputEncoding, 'iso-8859-1'); , but it did not work too. > > Any ideas? > > Thanks in advance. > > -- > Sergio Roberto Charpinel Jr. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kiriaki at itsak.gr Wed Dec 1 09:25:00 2010 From: kiriaki at itsak.gr (Kiriaki Konstantinidou) Date: Wed, 01 Dec 2010 16:25:00 +0200 Subject: [rt-users] Problem with character encodings after migration to new rt 3.8.8 Message-ID: <4CF65ABC.8090707@itsak.gr> Hi. After I migrated my installation from rt 3.4.1 to rt 3.8.8, Greek characters don't appear correctly. New records in Greek are OK. Only the old records have this problem. I use Mysql 5.0.27 with innoDB backend with collation utf8_general_ci (default Mysql and for the rt database). During the migration I didn't change the mysql version or the collation. For the upgrade I followed the instructions in README and UPGRADING.mysql. If I recall well even in rt 3.4.1 I had a problem reading greek characters from phpMyAdmin GUI while the rt GUI was displaying them correctly. Now rt displays correctly only the new records. I can't find anything in the net. Any help would be very much appreciated. Thank you, Kiriaki Konstantinidou -------------- next part -------------- A non-text attachment was scrubbed... Name: kiriaki.vcf Type: text/x-vcard Size: 481 bytes Desc: not available URL: From jfiske at clarkson.edu Wed Dec 1 09:31:20 2010 From: jfiske at clarkson.edu (Joshua A. Fiske - jfiske) Date: Wed, 1 Dec 2010 14:31:20 +0000 Subject: [rt-users] RT::Extension::Nagios Message-ID: Hi folks, I'm trying to get RT::Extension::Nagios to work properly with my RT installation. I'm running RT-3.8.8 on Centos 5.5 and all other functions are working as expected. To setup this extension, I've created a new queue named Nagios and have notifications from Nagios sent to that queue's email address. Tickets are created, but are not merged or auto-closed on RECOVERY notification. I have added the following to my RT_SiteConfig.pm: Set($NagiosMergeTickets , 1); Set(@Plugins, qw(RT::Extension::MobileUI), qw(RT::Extension::Gravatar), qw(RT::Extension::Nagios)); Am I missing something simple? Does anyone else have this plugin working? Thanks! Josh - - - - Joshua Fiske '03, '04 Manager of User Services / Security Engineer Clarkson University, Office of Information Technology (315) 268-6722 -- Fax: (315) 268-6570 -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Wed Dec 1 11:26:54 2010 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 01 Dec 2010 11:26:54 -0500 Subject: [rt-users] A new home for the wiki In-Reply-To: <20101126161103.E9A4A1B3C8@mail.print.wnonline.de> References: <4CD2E707.5070604@bestpractical.com> <20101126161103.E9A4A1B3C8@mail.print.wnonline.de> Message-ID: <4CF6774E.6080509@bestpractical.com> On 26 Nov 2010 10:45, muellejo at aschendorff.de wrote: > The full text search function is poor, I even would call it broken. > E.g. if you search "auth" you get nothing back. I contacted Wikia staff and they filed a ticket with the techs to look into the issue. Thomas From gleduc at mail.sdsu.edu Wed Dec 1 11:29:03 2010 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Wed, 01 Dec 2010 08:29:03 -0800 Subject: [rt-users] Custom Field values - included in Autpo-reply Template In-Reply-To: <0F5FC019E0CDF3459EE1B8D44E850727454350F903@BNE-EXCH.coloradogroup.com.au> References: <0F5FC019E0CDF3459EE1B8D44E850727454350F903@BNE-EXCH.coloradogroup.com.au> Message-ID: <4CF677CF.90000@mail.sdsu.edu> Hi Jo, On 11/30/2010 9:31 PM, Joanne Keown wrote: > Hi, > > I have been trying out numerous suggestions on how to code to include values from Custom Fields into an Auto-reply email. The Custom Field is "First Name" and I want the first name entered on the ticket, to appear after the word "Hello" on the Auto-reply email. The below is my latest attempt (based on user feedback on other threads) however, this doesn't work either as the email just doesn't send (NB; if I take the line of code out altogether then the email does send). > > Hello {my $First Name = $Ticket->FirstCustomFieldValue('First Name')} > > I'm not a programmer, so apologies if this problem sounds a bit 101, however I could really use some pointers. > > Kind regards > > Jo If the line you included above is actually from your template, then the problem is the "my $First Name =" part. Perl will see "$First" as a variable name and won't know what to do with "Name". Try replacing "my $First Name =" with "my $First_Name =". The underscore makes "Name" part of "$First". I'm not sure whether spaces are allowed in custom field names. Regards, Gene From falcone at bestpractical.com Wed Dec 1 12:06:30 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 1 Dec 2010 12:06:30 -0500 Subject: [rt-users] Custom Field values - included in Autpo-reply Template In-Reply-To: <4CF677CF.90000@mail.sdsu.edu> References: <0F5FC019E0CDF3459EE1B8D44E850727454350F903@BNE-EXCH.coloradogroup.com.au> <4CF677CF.90000@mail.sdsu.edu> Message-ID: <20101201170630.GK579@jibsheet.com> On Wed, Dec 01, 2010 at 08:29:03AM -0800, Gene LeDuc wrote: > Hi Jo, > > On 11/30/2010 9:31 PM, Joanne Keown wrote: > >Hi, > > > >I have been trying out numerous suggestions on how to code to include values from Custom Fields into an Auto-reply email. The Custom Field is "First Name" and I want the first name entered on the ticket, to appear after the word "Hello" on the Auto-reply email. The below is my latest attempt (based on user feedback on other threads) however, this doesn't work either as the email just doesn't send (NB; if I take the line of code out altogether then the email does send). > > > >Hello {my $First Name = $Ticket->FirstCustomFieldValue('First Name')} > > > >I'm not a programmer, so apologies if this problem sounds a bit 101, however I could really use some pointers. > > > >Kind regards > > > >Jo > > If the line you included above is actually from your template, then > the problem is the "my $First Name =" part. Perl will see "$First" > as a variable name and won't know what to do with "Name". Try > replacing "my $First Name =" with "my $First_Name =". The > underscore makes "Name" part of "$First". I'm not sure whether > spaces are allowed in custom field names. Spaces in custom fields are perfectly valid. Jo didn't seem to want to assign to a variable at all, so Hello { $Ticket->FirstCustomFieldValue('First Name') } is likely to be closer to what she wants, since it will print the content of the CF. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Dec 1 12:15:13 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 1 Dec 2010 12:15:13 -0500 Subject: [rt-users] Outbound mail "problem" (or misunderstanding?) In-Reply-To: <4CF3CE0F.6090506@sgul.ac.uk> References: <4CF3CE0F.6090506@sgul.ac.uk> Message-ID: <20101201171513.GL579@jibsheet.com> On Mon, Nov 29, 2010 at 04:00:15PM +0000, Giuseppe Sollazzo wrote: > I'm playing with our rather vanilla installation of RT in which we're supposed to have, at > least for the moment, one general queue from which tickets will be moved into two other real > queue according to the department. > > Trying to configure mail in and mail out, I happen to have a behaviour which I can't totally > explain and was wondering if anyone could help figuring out. > > When I create a ticket from the web interface, an e-mail is correctly sent to the requestor. > My possibly wrong understanding is that any following "Reply" to the ticket also generates a > mail. However, this does not get delivered. Guiseppe, you trim a lot of logs which makes deciphering this difficult, but in your tests, who is the requestor and who is the person using Reply? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Dec 1 12:16:07 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 1 Dec 2010 12:16:07 -0500 Subject: [rt-users] Adding it as a 'Requestor' would create a mail loop.... ? In-Reply-To: References: Message-ID: <20101201171607.GM579@jibsheet.com> On Wed, Dec 01, 2010 at 09:17:35AM -0500, Chris Hall wrote: > I'm a bit confused here.. tried reading up on this but.. maybe I just need a layman's > [1]mymail at myserver.com is an address RT receives mail at. Adding it as a 'Requestor' would > create a mail loop > (obviously that's not the email address.. just kinda.. censoring..) > In the past, we've always used this email address as the single address to send out > notifications, etc.. and we don't really get "replies" to tickets via email. So now it appears > it wants a different email account, rather than the "catch-all" one we made. I tried > uncommenting the line from RT_SiteConfig.pm and restarting apache, but that didn't seem to > change anything. Before I accidentally break something, can someone help me out here? All I > want is to have it able to submit tickets using the catch-all email account we made for it. Most likely you wrote your RTAddressRegexp wrong and are matching accounts other than your Correspond and Comment addresses -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Dec 1 12:17:16 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 1 Dec 2010 12:17:16 -0500 Subject: [rt-users] Problem with character encodings after migration to new rt 3.8.8 In-Reply-To: <4CF65ABC.8090707@itsak.gr> References: <4CF65ABC.8090707@itsak.gr> Message-ID: <20101201171716.GN579@jibsheet.com> On Wed, Dec 01, 2010 at 04:25:00PM +0200, Kiriaki Konstantinidou wrote: > Hi. > > After I migrated my installation from rt 3.4.1 to rt 3.8.8, Greek > characters don't appear correctly. New records in Greek are OK. Only > the old records have this problem. > > I use Mysql 5.0.27 with innoDB backend with collation > utf8_general_ci (default Mysql and for the rt database). > > During the migration I didn't change the mysql version or the > collation. For the upgrade I followed the instructions in README and > UPGRADING.mysql. Please provide 'show create table Attachments' on the old and new databases. -kevin > If I recall well even in rt 3.4.1 I had a problem reading greek > characters from phpMyAdmin GUI while the rt GUI was displaying them > correctly. Now rt displays correctly only the new records. > > I can't find anything in the net. Any help would be very much appreciated. > > Thank you, > Kiriaki Konstantinidou -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Dec 1 12:20:36 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 1 Dec 2010 12:20:36 -0500 Subject: [rt-users] RT::Extension::Nagios In-Reply-To: References: Message-ID: <20101201172036.GO579@jibsheet.com> On Wed, Dec 01, 2010 at 02:31:20PM +0000, Joshua A. Fiske - jfiske wrote: > Hi folks, > > > > I'm trying to get RT::Extension::Nagios to work properly with my RT installation. I'm running > RT-3.8.8 on Centos 5.5 and all other functions are working as expected. > > To setup this extension, I've created a new queue named Nagios and have notifications from > Nagios sent to that queue's email address. Tickets are created, but are not merged or > auto-closed on RECOVERY notification. I have added the following to my RT_SiteConfig.pm: > > Set($NagiosMergeTickets , 1); > > Set(@Plugins, qw(RT::Extension::MobileUI), qw(RT::Extension::Gravatar), > qw(RT::Extension::Nagios)); > > > > Am I missing something simple? Does anyone else have this plugin working? > Ensure that the scrip that this extension sets up (ie. that you ran make initdb) Check perldoc lib/RT/Extension/Nagios.pm and ensure that your ticket subjects match the regular expression that the module is using And what do your logs say? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From hiro24 at gmail.com Wed Dec 1 12:26:30 2010 From: hiro24 at gmail.com (Chris Hall) Date: Wed, 1 Dec 2010 12:26:30 -0500 Subject: [rt-users] Adding it as a 'Requestor' would create a mail loop.... ? In-Reply-To: <20101201171607.GM579@jibsheet.com> References: <20101201171607.GM579@jibsheet.com> Message-ID: ok, here's a smipplet of what I've got in RT_SiteConfig Set($CorrespondAddress , 'trouble-ticket at imctv.com'); Set($CommentAddress , 'rt-comment at imctv.com'); Set($SMTPFrom , 'trouble-ticket at imctv.com'); Set($RTAddressRegexp , '^(trouble-ticket\@imctv\.com|rt-comment\@imctv\.com)$'); I assumed I needed to match trouble-ticket at imctv.com and rt-comment at imctv.com, did I form the regexp wrong, or am I wrong on this thinking? On Wed, Dec 1, 2010 at 12:16 PM, Kevin Falcone wrote: > On Wed, Dec 01, 2010 at 09:17:35AM -0500, Chris Hall wrote: > > I'm a bit confused here.. tried reading up on this but.. maybe I just > need a layman's > > [1]mymail at myserver.com is an address RT receives mail at. Adding it > as a 'Requestor' would > > create a mail loop > > (obviously that's not the email address.. just kinda.. censoring..) > > In the past, we've always used this email address as the single > address to send out > > notifications, etc.. and we don't really get "replies" to tickets via > email. So now it appears > > it wants a different email account, rather than the "catch-all" one we > made. I tried > > uncommenting the line from RT_SiteConfig.pm and restarting apache, but > that didn't seem to > > change anything. Before I accidentally break something, can someone > help me out here? All I > > want is to have it able to submit tickets using the catch-all email > account we made for it. > > Most likely you wrote your RTAddressRegexp wrong and are matching > accounts other than your Correspond and Comment addresses > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Wed Dec 1 12:28:34 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 1 Dec 2010 09:28:34 -0800 Subject: [rt-users] Outbound mail "problem" (or misunderstanding?) In-Reply-To: <20101201171513.GL579@jibsheet.com> References: <4CF3CE0F.6090506@sgul.ac.uk> <20101201171513.GL579@jibsheet.com> Message-ID: Giuseppe, I was just gonna ask you the same Question Kevin did. Kenn On Wed, Dec 1, 2010 at 9:15 AM, Kevin Falcone wrote: > On Mon, Nov 29, 2010 at 04:00:15PM +0000, Giuseppe Sollazzo wrote: > > I'm playing with our rather vanilla installation of RT in which we're > supposed to have, at > > least for the moment, one general queue from which tickets will be > moved into two other real > > queue according to the department. > > > > Trying to configure mail in and mail out, I happen to have a behaviour > which I can't totally > > explain and was wondering if anyone could help figuring out. > > > > When I create a ticket from the web interface, an e-mail is correctly > sent to the requestor. > > My possibly wrong understanding is that any following "Reply" to the > ticket also generates a > > mail. However, this does not get delivered. > > Guiseppe, you trim a lot of logs which makes deciphering this > difficult, but in your tests, who is the requestor and who is the > person using Reply? > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Dec 1 12:38:52 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 1 Dec 2010 12:38:52 -0500 Subject: [rt-users] Adding it as a 'Requestor' would create a mail loop.... ? In-Reply-To: References: <20101201171607.GM579@jibsheet.com> Message-ID: <20101201173852.GP579@jibsheet.com> On Wed, Dec 01, 2010 at 12:26:30PM -0500, Chris Hall wrote: > ok, here's a smipplet of what I've got in RT_SiteConfig > > Set($CorrespondAddress , 'trouble-ticket at imctv.com'); > Set($CommentAddress , 'rt-comment at imctv.com'); > Set($SMTPFrom , 'trouble-ticket at imctv.com'); > Set($RTAddressRegexp , > '^(trouble-ticket\@imctv\.com|rt-comment\@imctv\.com)$'); > > I assumed I needed to match trouble-ticket at imctv.com and > rt-comment at imctv.com, did I form the regexp wrong, or am I wrong on this > thinking? That appears correct. What is the actual From: address you're trying to use? -kevin > On Wed, Dec 1, 2010 at 12:16 PM, Kevin Falcone wrote: > > > On Wed, Dec 01, 2010 at 09:17:35AM -0500, Chris Hall wrote: > > > I'm a bit confused here.. tried reading up on this but.. maybe I just > > need a layman's > > > [1]mymail at myserver.com is an address RT receives mail at. Adding it > > as a 'Requestor' would > > > create a mail loop > > > (obviously that's not the email address.. just kinda.. censoring..) > > > In the past, we've always used this email address as the single > > address to send out > > > notifications, etc.. and we don't really get "replies" to tickets via > > email. So now it appears > > > it wants a different email account, rather than the "catch-all" one we > > made. I tried > > > uncommenting the line from RT_SiteConfig.pm and restarting apache, but > > that didn't seem to > > > change anything. Before I accidentally break something, can someone > > help me out here? All I > > > want is to have it able to submit tickets using the catch-all email > > account we made for it. > > > > Most likely you wrote your RTAddressRegexp wrong and are matching > > accounts other than your Correspond and Comment addresses > > > > -kevin > > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From nlytnmnt at gmail.com Wed Dec 1 13:55:59 2010 From: nlytnmnt at gmail.com (nlytnmnt) Date: Wed, 1 Dec 2010 12:55:59 -0600 Subject: [rt-users] HTML Email Message-ID: All, I am having difficulty with the RT 3.8.8 email. When div elements are contained within the ticket, they are not placed in emails. I set PreferRichText and TrustHTMLAttachments to 1 in my site configuration, but it hasn't fixed the problem. Here are the headers for an example email. The content type is set to text/plain. Subject: [prodops01 #1575] test7 From: "Matt via RT" Reply-To: rt at noel.com In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: prodops01 RT-Ticket: prodops01 #1575 Managed-by: RT 3.8.8 (http://www.bestpractical.com/rt/) RT-Originator: matt at noel.com Cc: Adam at noel.com MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 Date: Wed, 1 Dec 2010 11:22:26 -060 Does anyone have any suggestions? -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Dec 1 14:22:59 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 1 Dec 2010 14:22:59 -0500 Subject: [rt-users] HTML Email In-Reply-To: References: Message-ID: <20101201192259.GQ579@jibsheet.com> On Wed, Dec 01, 2010 at 12:55:59PM -0600, nlytnmnt wrote: > All, > > I am having difficulty with the RT 3.8.8 email. When div elements are contained within the > ticket, they are not placed in emails. I set PreferRichText and TrustHTMLAttachments to 1 in > my site configuration, but it hasn't fixed the problem. Here are the headers for an example > email. The content type is set to text/plain. TrustHTMLAttachments doesn't affect outgoing email It sounds a lot like you haven't read docs/templates.pod and implemented HTML templates -kevin > Subject: [prodops01 #1575] test7 > From: "Matt via RT" <[1]rt at noel.com> > Reply-To: [2]rt at noel.com > In-Reply-To: > References: <[3]RT-Ticket-1575 at noel.com> > > Message-ID: <[4]rt-3.8.8-1233-1291224146-1195.1575-19-0 at noel.com> > Precedence: bulk > X-RT-Loop-Prevention: prodops01 > RT-Ticket: prodops01 #1575 > > Managed-by: RT 3.8.8 ([5]http://www.bestpractical.com/rt/) > RT-Originator: [6]matt at noel.com > Cc: [7]Adam at noel.com > > MIME-Version: 1.0 > Content-Transfer-Encoding: 8bit > Content-Type: text/plain; charset="utf-8" > X-RT-Original-Encoding: utf-8 > Date: Wed, 1 Dec 2010 11:22:26 -060 > > Does anyone have any suggestions? > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From hiro24 at gmail.com Wed Dec 1 14:33:59 2010 From: hiro24 at gmail.com (Chris Hall) Date: Wed, 1 Dec 2010 14:33:59 -0500 Subject: [rt-users] Adding it as a 'Requestor' would create a mail loop.... ? In-Reply-To: <20101201173852.GP579@jibsheet.com> References: <20101201171607.GM579@jibsheet.com> <20101201173852.GP579@jibsheet.com> Message-ID: I'm just saying with this configuration, when I go to create a ticket, the default "requestor" is trouble-ticket at imctv.com but when I hit submit, I get an error: trouble-ticket at imctv.com is an address RT receives mail at. Adding it as a 'Requestor' would create a mail loop On Wed, Dec 1, 2010 at 12:38 PM, Kevin Falcone wrote: > On Wed, Dec 01, 2010 at 12:26:30PM -0500, Chris Hall wrote: > > ok, here's a smipplet of what I've got in RT_SiteConfig > > > > Set($CorrespondAddress , 'trouble-ticket at imctv.com'); > > Set($CommentAddress , 'rt-comment at imctv.com'); > > Set($SMTPFrom , 'trouble-ticket at imctv.com'); > > Set($RTAddressRegexp , > > '^(trouble-ticket\@imctv\.com|rt-comment\@imctv\.com)$'); > > > > I assumed I needed to match trouble-ticket at imctv.com and > > rt-comment at imctv.com, did I form the regexp wrong, or am I wrong on this > > thinking? > > That appears correct. What is the actual From: address you're > trying to use? > > -kevin > > > On Wed, Dec 1, 2010 at 12:16 PM, Kevin Falcone < > falcone at bestpractical.com>wrote: > > > > > On Wed, Dec 01, 2010 at 09:17:35AM -0500, Chris Hall wrote: > > > > I'm a bit confused here.. tried reading up on this but.. maybe I > just > > > need a layman's > > > > [1]mymail at myserver.com is an address RT receives mail at. Adding > it > > > as a 'Requestor' would > > > > create a mail loop > > > > (obviously that's not the email address.. just kinda.. > censoring..) > > > > In the past, we've always used this email address as the single > > > address to send out > > > > notifications, etc.. and we don't really get "replies" to tickets > via > > > email. So now it appears > > > > it wants a different email account, rather than the "catch-all" > one we > > > made. I tried > > > > uncommenting the line from RT_SiteConfig.pm and restarting apache, > but > > > that didn't seem to > > > > change anything. Before I accidentally break something, can > someone > > > help me out here? All I > > > > want is to have it able to submit tickets using the catch-all > email > > > account we made for it. > > > > > > Most likely you wrote your RTAddressRegexp wrong and are matching > > > accounts other than your Correspond and Comment addresses > > > > > > -kevin > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Dec 1 16:12:46 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 1 Dec 2010 16:12:46 -0500 Subject: [rt-users] Adding it as a 'Requestor' would create a mail loop.... ? In-Reply-To: References: <20101201171607.GM579@jibsheet.com> <20101201173852.GP579@jibsheet.com> Message-ID: <20101201211246.GR579@jibsheet.com> On Wed, Dec 01, 2010 at 02:33:59PM -0500, Chris Hall wrote: > I'm just saying with this configuration, when I go to create a ticket, the default "requestor" > is [1]trouble-ticket at imctv.com but when I hit submit, I get an error: > [2]trouble-ticket at imctv.com is an address RT receives mail at. Adding it as a 'Requestor' > would create a mail loop The default requestor is the email address of the user you are logged in as. Trying to create a ticket where the Requestor is the CorrespondAddress in RT is a recipe for making loops if there are ever any notifications. You really don't want to do that You could certainly unset a number of things and file off the serial numbers and RT will let you do this, but I'm not going to recommend it. -kevin > On Wed, Dec 1, 2010 at 12:38 PM, Kevin Falcone <[3]falcone at bestpractical.com> wrote: > > On Wed, Dec 01, 2010 at 12:26:30PM -0500, Chris Hall wrote: > > ok, here's a smipplet of what I've got in RT_SiteConfig > > > > Set($CorrespondAddress , '[4]trouble-ticket at imctv.com'); > > Set($CommentAddress , '[5]rt-comment at imctv.com'); > > Set($SMTPFrom , '[6]trouble-ticket at imctv.com'); > > Set($RTAddressRegexp , > > '^(trouble-ticket\@imctv\.com|rt-comment\@imctv\.com)$'); > > > > I assumed I needed to match [7]trouble-ticket at imctv.com and > > [8]rt-comment at imctv.com, did I form the regexp wrong, or am I wrong on this > > thinking? > > That appears correct. What is the actual From: address you're > trying to use? > -kevin > > On Wed, Dec 1, 2010 at 12:16 PM, Kevin Falcone <[9]falcone at bestpractical.com>wrote: > > > > > On Wed, Dec 01, 2010 at 09:17:35AM -0500, Chris Hall wrote: > > > > I'm a bit confused here.. tried reading up on this but.. maybe I just > > > need a layman's > > > > [1][10]mymail at myserver.com is an address RT receives mail at. Adding it > > > as a 'Requestor' would > > > > create a mail loop > > > > (obviously that's not the email address.. just kinda.. censoring..) > > > > In the past, we've always used this email address as the single > > > address to send out > > > > notifications, etc.. and we don't really get "replies" to tickets via > > > email. So now it appears > > > > it wants a different email account, rather than the "catch-all" one we > > > made. I tried > > > > uncommenting the line from RT_SiteConfig.pm and restarting apache, but > > > that didn't seem to > > > > change anything. Before I accidentally break something, can someone > > > help me out here? All I > > > > want is to have it able to submit tickets using the catch-all email > > > account we made for it. > > > > > > Most likely you wrote your RTAddressRegexp wrong and are matching > > > accounts other than your Correspond and Comment addresses -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Joanne.Keown at coloradogroup.com.au Wed Dec 1 16:27:46 2010 From: Joanne.Keown at coloradogroup.com.au (Joanne Keown) Date: Thu, 2 Dec 2010 07:27:46 +1000 Subject: [rt-users] Custom Field values - included in Autpo-reply Template In-Reply-To: <20101201170630.GK579@jibsheet.com> References: <0F5FC019E0CDF3459EE1B8D44E850727454350F903@BNE-EXCH.coloradogroup.com.au> <4CF677CF.90000@mail.sdsu.edu> <20101201170630.GK579@jibsheet.com> Message-ID: <0F5FC019E0CDF3459EE1B8D44E850727454350F953@BNE-EXCH.coloradogroup.com.au> Awesome pickup!! Thanks everybody :) Jo Joanne Keown, MBusAdmin(Mgt), PNA IS Business Analyst Colorado Group Ltd 100 Melbourne Street South Brisbane QLD 4101 Ph: +61 7 3877 3399 Mobile: 0402 697 351 Fax: +61 7 3877 3289 Email: joanne.keown at coloradogroup.com.au Join FUSION now and get special member rewards at 5 of Australia's leading fashion brands. www.fusioncard.com.au -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Thursday, 2 December 2010 3:07 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Custom Field values - included in Autpo-reply Template On Wed, Dec 01, 2010 at 08:29:03AM -0800, Gene LeDuc wrote: > Hi Jo, > > On 11/30/2010 9:31 PM, Joanne Keown wrote: > >Hi, > > > >I have been trying out numerous suggestions on how to code to include values from Custom Fields into an Auto-reply email. The Custom Field is "First Name" and I want the first name entered on the ticket, to appear after the word "Hello" on the Auto-reply email. The below is my latest attempt (based on user feedback on other threads) however, this doesn't work either as the email just doesn't send (NB; if I take the line of code out altogether then the email does send). > > > >Hello {my $First Name = $Ticket->FirstCustomFieldValue('First Name')} > > > >I'm not a programmer, so apologies if this problem sounds a bit 101, however I could really use some pointers. > > > >Kind regards > > > >Jo > > If the line you included above is actually from your template, then > the problem is the "my $First Name =" part. Perl will see "$First" > as a variable name and won't know what to do with "Name". Try > replacing "my $First Name =" with "my $First_Name =". The > underscore makes "Name" part of "$First". I'm not sure whether > spaces are allowed in custom field names. Spaces in custom fields are perfectly valid. Jo didn't seem to want to assign to a variable at all, so Hello { $Ticket->FirstCustomFieldValue('First Name') } is likely to be closer to what she wants, since it will print the content of the CF. -kevin From engle at 4j.lane.edu Wed Dec 1 19:04:59 2010 From: engle at 4j.lane.edu (Kurt Engle) Date: Wed, 1 Dec 2010 16:04:59 -0800 (PST) Subject: [rt-users] Notify based on CF Message-ID: <995625777.1800121.1291248299859.JavaMail.root@mail3.4j.lane.edu> I am interested in setting up a notification tree based on a Custom Field value. Basically, I have one Q that accepts tickets from multiple physical locations. I have a tech at each location. I would like the tech at location X to be notified when a ticket comes in with the Custom Field Location=X . When the CF Location=Y, I want a different tech notified, etc... Thanks for any help.. Kurt Engle -------------- next part -------------- An HTML attachment was scrubbed... URL: From gsollazz at sgul.ac.uk Thu Dec 2 04:48:02 2010 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Thu, 02 Dec 2010 09:48:02 +0000 Subject: [rt-users] Outbound mail "problem" (or misunderstanding?) In-Reply-To: <20101201171513.GL579@jibsheet.com> References: <4CF3CE0F.6090506@sgul.ac.uk> <20101201171513.GL579@jibsheet.com> Message-ID: <4CF76B52.90007@sgul.ac.uk> Hi Kevin and Kenneth sorry for the trim. I'll paste it again below. The requestor and creator of the tickets (if that's what you mean by "using reply") are the same person (i.e. I create a ticket with my RT account - using LDAP), and set my e-mail address (using LDAP autocompletion) as requestor, which should - according to the configuration - point to the same entry. This shouldn't make a difference though as considering the semantics of the scrip any combination of these should be fine. So here's the log. I will paste everything I see, creating a new log file - jump to 4] for the problem itself: 1] service start 2] login 3] ticket creation 4] ticket reply 1] Service start: LDAP module loaded [Thu Dec 2 09:14:58 2010] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14) [Thu Dec 2 09:14:58 2010] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Thu Dec 2 09:14:58 2010] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92) [Thu Dec 2 09:14:58 2010] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) [Thu Dec 2 09:15:00 2010] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14) [Thu Dec 2 09:15:00 2010] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Thu Dec 2 09:15:00 2010] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92) [Thu Dec 2 09:15:00 2010] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) [Thu Dec 2 09:15:00 2010] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14) [Thu Dec 2 09:15:00 2010] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Thu Dec 2 09:15:00 2010] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92) [Thu Dec 2 09:15:00 2010] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) 2] I login using my account "gsollazz" - it logs me in fine [Thu Dec 2 09:17:31 2010] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14) [Thu Dec 2 09:17:31 2010] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Thu Dec 2 09:17:31 2010] [debug]: Calling UserExists with $username (gsollazz) and $service (My_LDAP) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105) [Thu Dec 2 09:17:31 2010] [debug]: UserExists params: username: gsollazz , service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274) [Thu Dec 2 09:17:31 2010] [debug]: LDAP Search === Base: ou=people,o=(edited) == Filter: (&(uid=*)(uid=gsollazz)) == Attrs: (edited) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304) [Thu Dec 2 09:17:31 2010] [debug]: Password validation required for service - Executing... (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:155) [Thu Dec 2 09:17:31 2010] [debug]: Trying external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:16) [Thu Dec 2 09:17:31 2010] [debug]: LDAP Search === Base: ou=people,o=(edited) == Filter: (&(uid=gsollazz)(uid=*)) == Attrs: dn (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:43) [Thu Dec 2 09:17:31 2010] [debug]: Found LDAP DN: uid=gsollazz,ou=(edited) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:75) [Thu Dec 2 09:17:31 2010] [info]: RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK ( My_LDAP ): gsollazz (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:139) [Thu Dec 2 09:17:31 2010] [debug]: LDAP password validation result: 1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:334) [Thu Dec 2 09:17:31 2010] [debug]: Password Validation Check Result: 1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:159) [Thu Dec 2 09:17:31 2010] [debug]: Authentication successful. Now updating user information and attempting login. (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:179) [Thu Dec 2 09:17:31 2010] [debug]: UserExists params: username: gsollazz , service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274) [Thu Dec 2 09:17:31 2010] [debug]: LDAP Search === Base: ou=people,o=(edited) == Filter: (&(uid=*)(uid=gsollazz)) == Attrs: (edited) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304) [Thu Dec 2 09:17:31 2010] [debug]: UserExists params: username: gsollazz , service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274) [Thu Dec 2 09:17:31 2010] [debug]: LDAP Search === Base: ou=people,o=(edited) == Filter: (&(uid=*)(uid=gsollazz)) == Attrs:(edited) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304) [Thu Dec 2 09:17:31 2010] [debug]: LDAP Search === Base: ou=people,o=(edited) == Filter: (&(uid=*)(employeenumber=none)(uid=gsollazz)) == Attrs: uid (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:398) [Thu Dec 2 09:17:31 2010] [warning]: Couldn't enable user 58 (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1143) [Thu Dec 2 09:17:31 2010] [info]: User marked as ENABLED ( gsollazz ) per External Service (, ) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:274) [Thu Dec 2 09:17:31 2010] [debug]: RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::User /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm 20 with: Name: gsollazz (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:450) [Thu Dec 2 09:17:31 2010] [debug]: Attempting to get user info using this external service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:458) [Thu Dec 2 09:17:31 2010] [debug]: Attempting to use this canonicalization key: Name (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472) [Thu Dec 2 09:17:31 2010] [debug]: LDAP Search === Base: ou=people,o=(edited) == Filter: (&(uid=*)(uid=gsollazz)) == Attrs: (edited) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:195) [Thu Dec 2 09:17:31 2010] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: , City: London, Country: ,(edited) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536) [Thu Dec 2 09:17:31 2010] [debug]: About to think about scrips for transaction #233 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163) [Thu Dec 2 09:17:31 2010] [debug]: UPDATED user ( gsollazz ) from External Service (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:307) [Thu Dec 2 09:17:31 2010] [info]: Successful login for gsollazz from 172.16.13.65 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:219) [Thu Dec 2 09:17:31 2010] [debug]: Autohandler called ExternalAuth. Response: (1, Successful login) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) [Thu Dec 2 09:17:31 2010] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14) 3] Ticket creation: I create a ticket from my account, setting up myself as well as requestor and marking the ticket as "open". In this case mail is correctly sent to the requestor (and I confirm I receive it). [Thu Dec 2 09:22:00 2010] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14) [Thu Dec 2 09:22:01 2010] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14) [Thu Dec 2 09:22:01 2010] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14) [Thu Dec 2 09:22:22 2010] [debug]: About to think about scrips for transaction #234 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163) [Thu Dec 2 09:22:22 2010] [debug]: About to think about scrips for transaction #235 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163) [Thu Dec 2 09:22:22 2010] [debug]: About to think about scrips for transaction #236 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163) [Thu Dec 2 09:22:22 2010] [debug]: About to think about scrips for transaction #237 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163) [Thu Dec 2 09:22:22 2010] [debug]: About to think about scrips for transaction #238 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163) [Thu Dec 2 09:22:22 2010] [debug]: About to prepare scrips for transaction #238 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:167) [Thu Dec 2 09:22:22 2010] [debug]: Found 4 scrips for TransactionCreate stage with applicable type(s) Create (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370) [Thu Dec 2 09:22:22 2010] [debug]: About to commit scrips for transaction #238 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:187) [Thu Dec 2 09:22:22 2010] [debug]: Committing scrip #3 on txn #238 of ticket #12 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190) [Thu Dec 2 09:22:22 2010] [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0xbc8e454), id 238 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:630) [Thu Dec 2 09:22:22 2010] [debug]: Working on mailfield To; recipients are gsollazz at sgul.ac.uk (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646) [Thu Dec 2 09:22:22 2010] [debug]: Subject: [SGUL #12] AutoReply: Test ticket for mailing list From: "Default support request via RT" Reply-To: rtmail at sgul.ac.uk In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: SGUL RT-Ticket: SGUL #12 Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/) RT-Originator: gsollazz at sgul.ac.uk Auto-Submitted: auto-replied To: gsollazz at sgul.ac.uk MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:653) [Thu Dec 2 09:22:22 2010] [debug]: Got user mail preference 'Individual messages' for user gsollazz at sgul.ac.uk (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:667) [Thu Dec 2 09:22:22 2010] [debug]: Removing deferred recipients from To: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676) [Thu Dec 2 09:22:22 2010] [debug]: Setting deferred recipients for attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685) [Thu Dec 2 09:22:22 2010] [debug]: Working on mailfield Cc; recipients are (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646) [Thu Dec 2 09:22:22 2010] [debug]: Subject: [SGUL #12] AutoReply: Test ticket for mailing list From: "Default support request via RT" Reply-To: rtmail at sgul.ac.uk In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: SGUL RT-Ticket: SGUL #12 Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/) RT-Originator: gsollazz at sgul.ac.uk Auto-Submitted: auto-replied To: gsollazz at sgul.ac.uk MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:653) [Thu Dec 2 09:22:22 2010] [debug]: Removing deferred recipients from Cc: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676) [Thu Dec 2 09:22:22 2010] [debug]: Setting deferred recipients for attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685) [Thu Dec 2 09:22:22 2010] [debug]: Working on mailfield Bcc; recipients are (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646) [Thu Dec 2 09:22:22 2010] [debug]: Subject: [SGUL #12] AutoReply: Test ticket for mailing list From: "Default support request via RT" Reply-To: rtmail at sgul.ac.uk In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: SGUL RT-Ticket: SGUL #12 Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/) RT-Originator: gsollazz at sgul.ac.uk Auto-Submitted: auto-replied To: gsollazz at sgul.ac.uk MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:653) [Thu Dec 2 09:22:22 2010] [debug]: Removing deferred recipients from Bcc: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676) [Thu Dec 2 09:22:22 2010] [debug]: Setting deferred recipients for attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685) [Thu Dec 2 09:22:22 2010] [debug]: No recipients found for deferred delivery on transaction #238 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:698) [Thu Dec 2 09:22:22 2010] [info]: #12/238 - Scrip 3 On Create Autoreply To Requestors (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:300) [Thu Dec 2 09:22:22 2010] [info]: sent To: gsollazz at sgul.ac.uk (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:331) [Thu Dec 2 09:22:22 2010] [debug]: About to think about scrips for transaction #239 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163) [Thu Dec 2 09:22:22 2010] [debug]: Committing scrip #4 on txn #238 of ticket #12 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190) [Thu Dec 2 09:22:22 2010] [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0xbc8e454), id 238 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:630) [Thu Dec 2 09:22:22 2010] [debug]: Working on mailfield To; recipients are (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646) [Thu Dec 2 09:22:22 2010] [debug]: Subject: [SGUL #12] Test ticket for mailing list From: "Giuseppe Sollazzo via RT" Reply-To: rtmail at sgul.ac.uk In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: SGUL RT-Ticket: SGUL #12 Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/) RT-Originator: gsollazz at sgul.ac.uk MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:653) [Thu Dec 2 09:22:22 2010] [debug]: Removing deferred recipients from To: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676) [Thu Dec 2 09:22:22 2010] [debug]: Setting deferred recipients for attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685) [Thu Dec 2 09:22:22 2010] [debug]: Working on mailfield Cc; recipients are (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646) [Thu Dec 2 09:22:22 2010] [debug]: Subject: [SGUL #12] Test ticket for mailing list From: "Giuseppe Sollazzo via RT" Reply-To: rtmail at sgul.ac.uk In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: SGUL RT-Ticket: SGUL #12 Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/) RT-Originator: gsollazz at sgul.ac.uk MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:653) [Thu Dec 2 09:22:22 2010] [debug]: Removing deferred recipients from Cc: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676) [Thu Dec 2 09:22:22 2010] [debug]: Setting deferred recipients for attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685) [Thu Dec 2 09:22:22 2010] [debug]: Working on mailfield Bcc; recipients are (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646) [Thu Dec 2 09:22:22 2010] [debug]: Subject: [SGUL #12] Test ticket for mailing list From: "Giuseppe Sollazzo via RT" Reply-To: rtmail at sgul.ac.uk In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: SGUL RT-Ticket: SGUL #12 Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/) RT-Originator: gsollazz at sgul.ac.uk MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:653) [Thu Dec 2 09:22:22 2010] [debug]: Removing deferred recipients from Bcc: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676) [Thu Dec 2 09:22:22 2010] [debug]: Setting deferred recipients for attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685) [Thu Dec 2 09:22:22 2010] [debug]: No recipients found for deferred delivery on transaction #238 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:698) [Thu Dec 2 09:22:22 2010] [info]: #12/238 - Scrip 4 On Create Notify AdminCcs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:300) [Thu Dec 2 09:22:22 2010] [info]: No recipients found. Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:342) [Thu Dec 2 09:22:22 2010] [debug]: Committing scrip #11 on txn #238 of ticket #12 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190) [Thu Dec 2 09:22:22 2010] [info]: Ticket 12 created in queue 'General' by gsollazz (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:667) [Thu Dec 2 09:22:22 2010] [debug]: Found 0 scrips for TransactionBatch stage with applicable type(s) Create (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370) [Thu Dec 2 09:22:22 2010] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14) [Thu Dec 2 09:22:23 2010] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14) 4] Always using my account, I enter a reply to the message: no mail is sent - note the "recipients are" empty. [Thu Dec 2 09:43:55 2010] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14) [Thu Dec 2 09:43:56 2010] [debug]: About to think about scrips for transaction #240 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163) [Thu Dec 2 09:43:56 2010] [debug]: About to prepare scrips for transaction #240 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:167) [Thu Dec 2 09:43:56 2010] [debug]: Found 6 scrips for TransactionCreate stage with applicable type(s) Correspond (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370) [Thu Dec 2 09:44:10 2010] [debug]: About to think about scrips for transaction #241 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163) [Thu Dec 2 09:44:10 2010] [debug]: About to prepare scrips for transaction #241 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:167) [Thu Dec 2 09:44:10 2010] [debug]: Found 6 scrips for TransactionCreate stage with applicable type(s) Correspond (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370) [Thu Dec 2 09:44:10 2010] [debug]: About to commit scrips for transaction #241 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:187) [Thu Dec 2 09:44:10 2010] [debug]: Committing scrip #5 on txn #241 of ticket #12 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190) [Thu Dec 2 09:44:10 2010] [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0xbca1db8), id 241 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:630) [Thu Dec 2 09:44:10 2010] [debug]: Working on mailfield To; recipients are (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646) [Thu Dec 2 09:44:10 2010] [debug]: Subject: [SGUL #12] Test ticket for mailing list From: "Giuseppe Sollazzo via RT" Reply-To: rtmail at sgul.ac.uk In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: SGUL RT-Ticket: SGUL #12 Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/) RT-Originator: gsollazz at sgul.ac.uk MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:653) [Thu Dec 2 09:44:10 2010] [debug]: Removing deferred recipients from To: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676) [Thu Dec 2 09:44:10 2010] [debug]: Setting deferred recipients for attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685) [Thu Dec 2 09:44:10 2010] [debug]: Working on mailfield Cc; recipients are (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646) [Thu Dec 2 09:44:10 2010] [debug]: Subject: [SGUL #12] Test ticket for mailing list From: "Giuseppe Sollazzo via RT" Reply-To: rtmail at sgul.ac.uk In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: SGUL RT-Ticket: SGUL #12 Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/) RT-Originator: gsollazz at sgul.ac.uk MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:653) [Thu Dec 2 09:44:10 2010] [debug]: Removing deferred recipients from To: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676) [Thu Dec 2 09:44:10 2010] [debug]: Setting deferred recipients for attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685) [Thu Dec 2 09:44:10 2010] [debug]: Working on mailfield Cc; recipients are (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646) [Thu Dec 2 09:44:10 2010] [debug]: Subject: [SGUL #12] Test ticket for mailing list From: "Giuseppe Sollazzo via RT" Reply-To: rtmail at sgul.ac.uk In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: SGUL RT-Ticket: SGUL #12 Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/) RT-Originator: gsollazz at sgul.ac.uk MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:653) [Thu Dec 2 09:44:10 2010] [debug]: Removing deferred recipients from Cc: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676) [Thu Dec 2 09:44:10 2010] [debug]: Setting deferred recipients for attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685) [Thu Dec 2 09:44:10 2010] [debug]: Working on mailfield Bcc; recipients are (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646) [Thu Dec 2 09:44:10 2010] [debug]: Subject: [SGUL #12] Test ticket for mailing list From: "Giuseppe Sollazzo via RT" Reply-To: rtmail at sgul.ac.uk In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: SGUL RT-Ticket: SGUL #12 Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/) RT-Originator: gsollazz at sgul.ac.uk MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:653) [Thu Dec 2 09:44:10 2010] [debug]: Removing deferred recipients from Bcc: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676) [Thu Dec 2 09:44:10 2010] [debug]: Setting deferred recipients for attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685) [Thu Dec 2 09:44:10 2010] [debug]: No recipients found for deferred delivery on transaction #241 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:698) [Thu Dec 2 09:44:10 2010] [info]: #12/241 - Scrip 5 On Correspond Notify AdminCcs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:300) [Thu Dec 2 09:44:10 2010] [info]: No recipients found. Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:342) [Thu Dec 2 09:44:10 2010] [debug]: Committing scrip #7 on txn #241 of ticket #12 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190) [Thu Dec 2 09:44:10 2010] [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0xbca1db8), id 241 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:630) [Thu Dec 2 09:44:10 2010] [debug]: Working on mailfield To; recipients are (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646) [Thu Dec 2 09:44:10 2010] [debug]: Subject: [SGUL #12] Test ticket for mailing list From: "Giuseppe Sollazzo via RT" Reply-To: rtmail at sgul.ac.uk In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: SGUL RT-Ticket: SGUL #12 Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/) RT-Originator: gsollazz at sgul.ac.uk MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:653) [Thu Dec 2 09:44:10 2010] [debug]: Removing deferred recipients from To: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676) [Thu Dec 2 09:44:10 2010] [debug]: Setting deferred recipients for attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685) [Thu Dec 2 09:44:10 2010] [debug]: Working on mailfield Cc; recipients are (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646) [Thu Dec 2 09:44:10 2010] [debug]: Subject: [SGUL #12] Test ticket for mailing list From: "Giuseppe Sollazzo via RT" Reply-To: rtmail at sgul.ac.uk In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: SGUL RT-Ticket: SGUL #12 Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/) RT-Originator: gsollazz at sgul.ac.uk MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:653) [Thu Dec 2 09:44:10 2010] [debug]: Removing deferred recipients from Cc: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676) [Thu Dec 2 09:44:10 2010] [debug]: Setting deferred recipients for attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685) [Thu Dec 2 09:44:10 2010] [debug]: Working on mailfield Bcc; recipients are (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646) [Thu Dec 2 09:44:10 2010] [debug]: Subject: [SGUL #12] Test ticket for mailing list From: "Giuseppe Sollazzo via RT" Reply-To: rtmail at sgul.ac.uk In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: SGUL RT-Ticket: SGUL #12 Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/) RT-Originator: gsollazz at sgul.ac.uk MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:653) [Thu Dec 2 09:44:10 2010] [debug]: Removing deferred recipients from Bcc: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676) [Thu Dec 2 09:44:10 2010] [debug]: Setting deferred recipients for attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685) [Thu Dec 2 09:44:10 2010] [debug]: No recipients found for deferred delivery on transaction #241 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:698) [Thu Dec 2 09:44:10 2010] [info]: #12/241 - Scrip 7 On Correspond Notify Other Recipients (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:300) [Thu Dec 2 09:44:10 2010] [info]: No recipients found. Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:342) [Thu Dec 2 09:44:10 2010] [debug]: Committing scrip #6 on txn #241 of ticket #12 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190) [Thu Dec 2 09:44:10 2010] [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0xbca1db8), id 241 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:630) [Thu Dec 2 09:44:10 2010] [debug]: Working on mailfield To; recipients are (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646) [Thu Dec 2 09:44:10 2010] [debug]: Subject: [SGUL #12] Information about: Test ticket for mailing list - ID 12 From: "Giuseppe Sollazzo via RT" Reply-To: rtmail at sgul.ac.uk In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: SGUL RT-Ticket: SGUL #12 Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/) RT-Originator: gsollazz at sgul.ac.uk MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:653) [Thu Dec 2 09:44:10 2010] [debug]: Removing deferred recipients from To: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676) [Thu Dec 2 09:44:10 2010] [debug]: Setting deferred recipients for attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685) [Thu Dec 2 09:44:10 2010] [debug]: Working on mailfield Cc; recipients are (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646) [Thu Dec 2 09:44:10 2010] [debug]: Subject: [SGUL #12] Information about: Test ticket for mailing list - ID 12 From: "Giuseppe Sollazzo via RT" Reply-To: rtmail at sgul.ac.uk In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: SGUL RT-Ticket: SGUL #12 Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/) RT-Originator: gsollazz at sgul.ac.uk MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:653) [Thu Dec 2 09:44:10 2010] [debug]: Removing deferred recipients from Cc: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676) [Thu Dec 2 09:44:10 2010] [debug]: Setting deferred recipients for attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685) [Thu Dec 2 09:44:10 2010] [debug]: Working on mailfield Bcc; recipients are (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646) [Thu Dec 2 09:44:10 2010] [debug]: Subject: [SGUL #12] Information about: Test ticket for mailing list - ID 12 From: "Giuseppe Sollazzo via RT" Reply-To: rtmail at sgul.ac.uk In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: SGUL RT-Ticket: SGUL #12 Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/) RT-Originator: gsollazz at sgul.ac.uk MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:653) [Thu Dec 2 09:44:10 2010] [debug]: Removing deferred recipients from Bcc: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676) [Thu Dec 2 09:44:10 2010] [debug]: Setting deferred recipients for attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685) [Thu Dec 2 09:44:10 2010] [debug]: No recipients found for deferred delivery on transaction #241 (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:698) [Thu Dec 2 09:44:10 2010] [info]: #12/241 - Scrip 6 On Correspond Notify Requestors and Ccs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:300) [Thu Dec 2 09:44:10 2010] [info]: No recipients found. Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:342) [Thu Dec 2 09:44:10 2010] [debug]: Committing scrip #11 on txn #241 of ticket #12 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190) [Thu Dec 2 09:44:10 2010] [debug]: Found 0 scrips for TransactionBatch stage with applicable type(s) Correspond (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370) In particular, note the "Scrip 6 On Correspond Notify Requestors and Ccs" which should fire the e-mail... unless I'm missing some step in here. Thanks again for all your help. Best regards, Giuseppe On 01/12/10 17:15, Kevin Falcone wrote: > On Mon, Nov 29, 2010 at 04:00:15PM +0000, Giuseppe Sollazzo wrote: > >> I'm playing with our rather vanilla installation of RT in which we're supposed to have, at >> least for the moment, one general queue from which tickets will be moved into two other real >> queue according to the department. >> >> Trying to configure mail in and mail out, I happen to have a behaviour which I can't totally >> explain and was wondering if anyone could help figuring out. >> >> When I create a ticket from the web interface, an e-mail is correctly sent to the requestor. >> My possibly wrong understanding is that any following "Reply" to the ticket also generates a >> mail. However, this does not get delivered. >> > Guiseppe, you trim a lot of logs which makes deciphering this > difficult, but in your tests, who is the requestor and who is the > person using Reply? > > -kevin > -- ____________________________________ Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsollazz at sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 From sergiocharpinel at gmail.com Thu Dec 2 06:42:21 2010 From: sergiocharpinel at gmail.com (Sergio Charpinel Jr.) Date: Thu, 2 Dec 2010 09:42:21 -0200 Subject: [rt-users] Accented Character in Subject - Email is not sent In-Reply-To: References: Message-ID: Mathieu, Thanks very much. I still have a little problem. When I answer the ticket from gmail, for example, the encoding still not right. But in RT it is fine. 2010/12/1 Mathieu Longtin > I just submitted a patch for this: > > > http://issues.bestpractical.com/Ticket/Display.html?id=16052;user=guest;pass=guest > -- > Mathieu Longtin > 1-514-803-8977 > > > > On Wed, Dec 1, 2010 at 8:42 AM, Sergio Charpinel Jr. < > sergiocharpinel at gmail.com> wrote: > >> Hi, >> >> I have a RT 3.8.8 which was upgraded from 3.8.5. >> >> The problem is when I answer a ticket via e-mail, and use accented chars >> in the Subject. RT replaces these chars with a ? , and does not send the >> e-mail (to AdminCc). >> Also, the chars are replaced in the body of the message with ? . >> >> My outputEncoding is uft-8 (default). I tried to change >> to Set($EmailOutputEncoding, 'iso-8859-1'); , but it did not work too. >> >> Any ideas? >> >> Thanks in advance. >> >> -- >> Sergio Roberto Charpinel Jr. >> > > -- Sergio Roberto Charpinel Jr. -------------- next part -------------- An HTML attachment was scrubbed... URL: From linedancer at gmail.com Thu Dec 2 07:19:14 2010 From: linedancer at gmail.com (Gary Holmes) Date: Thu, 2 Dec 2010 12:19:14 +0000 Subject: [rt-users] RT 3.8.4 - adding comments with Google Chrome In-Reply-To: <20101129045036.GA6708@i5> References: <20101125003525.GB30193@i5> <20101129045036.GA6708@i5> Message-ID: I can confirm that it is indeed fixed with Chrome 9.0.597.0 Gary On 29 November 2010 04:50, sunnavy wrote: > actually, it's chrome's bug, which is fixed already, and I believe > the fix will be included in the next release of chrome. > > see also http://code.google.com/p/chromium/issues/detail?id=62123 > > for users who want it now, I attached the workaround patch too. > > best wishes > sunnavy > > On 10-11-25 08:35, sunnavy wrote: > > it's indeed a bug of fckeditor, I have filed a bug report, > > see http://dev.ckeditor.com/ticket/6717 > > > > best wishes > > sunnavy > > > > On 10-11-22 14:26, Gary Holmes wrote: > > > Hi all, > > > > > > We're using RT 3.8.4 on Ubuntu 10.10. I've noticed recently that the > > > textarea that is used to input comments on tickets is not displaying > when > > > I'm using Google Chrome. I have 9.0.587.0 but the issue occurred on > releases > > > prior to that. Nothing has changed for our setup except the updates to > > > Chrome, so I'm assuming that it's related. > > > > > > If I use IE or Firefox - no problem. > > > > > > From the source produced by .../Ticket/Update.html, in firefox: > > > > > >