From robert.grasso at cedrat.com Wed Apr 1 08:54:31 2015 From: robert.grasso at cedrat.com (Robert Grasso) Date: Wed, 1 Apr 2015 12:54:31 +0000 Subject: [rt-users] ticket keyboard shortcut Message-ID: Hello, We are still using RT 3.8.7. I was wondering : is there any handy trick, a keyboard shortcut, or something else, to jump quickly from one entry point into a ticket to the next one ? We can have long tickets, with long correspondences, scrolling with the mousewheel gets annoying; so I mean : I wish I could be able to jump from # Tue Mar 10 09:35:06 2015 The RT System itself - Outgoing email recorded to # Tue Mar 10 09:35:06 2015 The RT System itself - Status changed from 'stalled' to 'open' to # Tue Mar 10 12:45:48 2015 User Name - Comments added and so on easily - with keystrokes possibly ? I did not find anything straightforward in the Wiki : did I fail to find the information ? Best regards --- Robert GRASSO - System engineer CEDRAT S.A. 15 Chemin de Malacher - Inovall?e - 38246 MEYLAN cedex - FRANCE Phone: +33 (0)4 76 90 50 45 - Fax: +33 (0)4 56 38 08 30 mailto:robert.grasso at cedrat.com - http://www.cedrat.com From jasper.greve at gmail.com Wed Apr 1 14:40:45 2015 From: jasper.greve at gmail.com (Jasper Greve) Date: Wed, 1 Apr 2015 11:40:45 -0700 Subject: [rt-users] Upgrade 2.8.8 -> 4.0.23 issues: "Upload multiple images" custom field In-Reply-To: References: Message-ID: For what it's worth, a predecessor of mine disabled the thumbnail preview by editing html/Elements/ShowCustomFieldImage. I reproduced that on the new install and consider this resolved. On Tue, Mar 31, 2015 at 2:27 PM, Jasper Greve wrote: > Hi all, > > We use this custom field in multiple queue's and with the upgrade it > started loading thumbnails of these images. I set : > > Set($ShowTransactionImages, 0); > > to now avail, is there a way to switch this functionality off? > > Thanks, > > Jasper > > PS> I have been looking through https://www.bestpractical.com/docs/rt/4.0/, > mailing lists, and wikia to resolve some of my questions. Are there any > resources I'm missing? > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Thu Apr 2 10:30:13 2015 From: ktm at rice.edu (ktm at rice.edu) Date: Thu, 2 Apr 2015 09:30:13 -0500 Subject: [rt-users] RT 4.2 DB access through DB session pooler? Message-ID: <20150402143013.GG28249@aart.rice.edu> Hi RT community, We are working on an upgrade from RT 3.8.x to RT 4.2.x to get to a supported version of RT and take advantage of the new features and enhancements. In order to manage the PostgreSQL connections, we are using pgbouncer. Pgbouncer has several types of pooling that can be used: session, transaction and statement. The 'transaction' method re-uses existing DB connections on a transaction (BEGIN/COMMIT) boundary, while 'session' uses the same DB connection for each fastCGI RT instance. With RT 3.8.x we initially tried to use 'transaction' pooling, but ended up needing to move to 'session' pooling because updates were ending up in the wrong RT ticket. Is 'transaction' pooling not usable? It would really help our multi-instance support if we could use it instead of 'session'. If it can be used, is there something that needs to be done configuration-wise to have it work. Thank you for any information that you can give. Regards, Ken From alexmv at bestpractical.com Thu Apr 2 13:21:17 2015 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 2 Apr 2015 13:21:17 -0400 Subject: [rt-users] RT 4.2 DB access through DB session pooler? In-Reply-To: <20150402143013.GG28249@aart.rice.edu> References: <20150402143013.GG28249@aart.rice.edu> Message-ID: <20150402132117.06abb37b@umgah.localdomain> On Thu, 2 Apr 2015 09:30:13 -0500 "ktm at rice.edu" wrote: > We are working on an upgrade from RT 3.8.x to RT 4.2.x to get to a > supported version of RT and take advantage of the new features and > enhancements. In order to manage the PostgreSQL connections, we are > using pgbouncer. Pgbouncer has several types of pooling that can be > used: session, transaction and statement. The 'transaction' method > re-uses existing DB connections on a transaction (BEGIN/COMMIT) > boundary, while 'session' uses the same DB connection for each > fastCGI RT instance. > > With RT 3.8.x we initially tried to use 'transaction' pooling, but > ended up needing to move to 'session' pooling because updates were > ending up in the wrong RT ticket. Is 'transaction' pooling not > usable? It would really help our multi-instance support if we could > use it instead of 'session'. If it can be used, is there something > that needs to be done configuration-wise to have it work. Thank you > for any information that you can give. RT doesn't make sufficient use of database transactions that I think "transaction" will be reliable; I expect "session" is the best you can get. I'm not aware of any configuration knobs that would affect this; fixing it would take some internals development. - Alex From ktm at rice.edu Thu Apr 2 13:26:24 2015 From: ktm at rice.edu (ktm at rice.edu) Date: Thu, 2 Apr 2015 12:26:24 -0500 Subject: [rt-users] RT 4.2 DB access through DB session pooler? In-Reply-To: <20150402132117.06abb37b@umgah.localdomain> References: <20150402143013.GG28249@aart.rice.edu> <20150402132117.06abb37b@umgah.localdomain> Message-ID: <20150402172622.GH28249@aart.rice.edu> On Thu, Apr 02, 2015 at 01:21:17PM -0400, Alex Vandiver wrote: > On Thu, 2 Apr 2015 09:30:13 -0500 "ktm at rice.edu" wrote: > > We are working on an upgrade from RT 3.8.x to RT 4.2.x to get to a > > supported version of RT and take advantage of the new features and > > enhancements. In order to manage the PostgreSQL connections, we are > > using pgbouncer. Pgbouncer has several types of pooling that can be > > used: session, transaction and statement. The 'transaction' method > > re-uses existing DB connections on a transaction (BEGIN/COMMIT) > > boundary, while 'session' uses the same DB connection for each > > fastCGI RT instance. > > > > With RT 3.8.x we initially tried to use 'transaction' pooling, but > > ended up needing to move to 'session' pooling because updates were > > ending up in the wrong RT ticket. Is 'transaction' pooling not > > usable? It would really help our multi-instance support if we could > > use it instead of 'session'. If it can be used, is there something > > that needs to be done configuration-wise to have it work. Thank you > > for any information that you can give. > > RT doesn't make sufficient use of database transactions that I think > "transaction" will be reliable; I expect "session" is the best you can > get. I'm not aware of any configuration knobs that would affect this; > fixing it would take some internals development. > - Alex > Thank you for the update. That is the behavior that we have observed and will stick with the "session" pooling option. Regards, Ken From hescobar at afslc.com Thu Apr 2 14:03:38 2015 From: hescobar at afslc.com (Hugo Escobar) Date: Thu, 2 Apr 2015 14:03:38 -0400 Subject: [rt-users] web request from custom scrip Message-ID: Hi, I'm trying to write a scrip that sends a web request to an external server and depending on the answer set a specific priority level So far the web request goes out and the priority can be set. The only missing part is that I can't get a hold of the external web server response. Following, a few lines that I wrote in the 'custom action commit' section: --- code require LWP::UserAgent; my $ua = LWP::UserAgent->new; my $url = 'https://extwebserv/'.somePieceOfData; my $response = $ua->get($url); if ($response->is_success) { # *FAILS!* RT::Logger->info($response->as_string); #decoded_content); my $newpriority = 100; my ($status, $msg) = $self->TicketObj->SetPriority($newpriority); unless ($status) { $RT::Logger->warning("unable to set new priority value"); return undef; } return 1; } --- end code Any help will be highly appreciated -- Regards, Hugo Escobar 4770 Biscayne Blvd, Ste 700 Miami, FL 33137 main: 305.677.0022 support: 305.921.4620 email: hescobar at afslc.com Follow us on Facebook and Linked-In NOTICE: This email and any attachment to this email may contain confidential information. If you are not the intended recipient, you must not review, retransmit, convert to hard copy, photocopy, use or disseminate this email or any attachments to it. If you have received this email in error, please notify us immediately by return email and delete this message. Please note that if this email contains a forwarded message or is a reply to a prior message, some or all of the contents of this message or any attachments may not have been produced by our firm. *As our firm may be deemed a debt collector, if your payment is in default, we may be attempting to collect a debt on behalf of the association, and any information obtained may be used for that purpose.* -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: linkedin-24x24.png Type: image/png Size: 875 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: facebook-24x24.png Type: image/png Size: 814 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: AFS_logo.png Type: image/png Size: 3183 bytes Desc: not available URL: From lstewart at iweb.com Thu Apr 2 14:55:27 2015 From: lstewart at iweb.com (Landon Stewart) Date: Thu, 2 Apr 2015 11:55:27 -0700 Subject: [rt-users] web request from custom scrip In-Reply-To: References: Message-ID: <9BDBE1DA-4328-4FD8-9BA3-F5B91174AC37@iweb.com> > > On Apr 2, 2015, at 11:03 AM, Hugo Escobar wrote: > > Hi, > > I'm trying to write a scrip that sends a web request to an external server > and depending on the answer set a specific priority level > > So far the web request goes out and the priority can be set. The only > missing part is that I can't get a hold of the external web server response. > Hi Hugo, Firstly - Does https://extwebserv/ have a real certificate? Try the following instead. I haven't tested it but basically it tries the URL and sets the priority if it was successful. It also logs the response message (a short human readable single line string that explains the response code) regardless of what it was. It returns whatever $status is (if it's set then it'll be non-zero). use LWP::UserAgent; my $url = 'https://extwebserv/'.somePieceOfData; RT::Logger->info("Ticket ".$self->TicketObj->id." Checking ".$url); my $ua = LWP::UserAgent->new; my $response = $ua->get($url); my ($status, $msg); # Set these up as empty for now ($status, $msg) = $self->TicketObj->SetPriority('100') if $response->is_success; RT::Logger->info("Ticket ".$self->TicketObj->id." ".$response->message); return $status; Landon Stewart : lstewart at iweb.com Lead Specialist, Abuse and Security Management Sp?cialiste principal, gestion des abus et s?curit? http://iweb.com : +1 (888) 909-4932 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 203 bytes Desc: Message signed with OpenPGP using GPGMail URL: From mike.johnson at nosm.ca Thu Apr 2 16:11:07 2015 From: mike.johnson at nosm.ca (Mike Johnson) Date: Thu, 2 Apr 2015 16:11:07 -0400 Subject: [rt-users] Couldn't find plugin 'Tickets' when using Shredder RT v3.8.10 Message-ID: Sorry all, I know that's an old version!! Was there something fixed in 3.8.17 that resolved this issue, or am I doing something wrong? I'm getting the error even when trying to run the help on the Tickets plugin. Couldn't find plugin 'Tickets' Plugins list: Objects Users Attachments Summary Tickets SQLDump Thanks! Mike. -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.johnson at nosm.ca -------------- next part -------------- An HTML attachment was scrubbed... URL: From hescobar at afslc.com Thu Apr 2 16:15:12 2015 From: hescobar at afslc.com (Hugo Escobar) Date: Thu, 2 Apr 2015 16:15:12 -0400 Subject: [rt-users] web request from custom scrip In-Reply-To: <9BDBE1DA-4328-4FD8-9BA3-F5B91174AC37@iweb.com> References: <9BDBE1DA-4328-4FD8-9BA3-F5B91174AC37@iweb.com> Message-ID: Hi Landon, For some reason the result is not being written in log files (I'll have to check my RT_SiteConfig.pm :) I parsed the response directly and I got what I needed. Thank you On Thu, Apr 2, 2015 at 2:55 PM, Landon Stewart wrote: > > On Apr 2, 2015, at 11:03 AM, Hugo Escobar wrote: > > Hi, > > I'm trying to write a scrip that sends a web request to an external server > and depending on the answer set a specific priority level > > So far the web request goes out and the priority can be set. The only > missing part is that I can't get a hold of the external web server > response. > > > Hi Hugo, > > Firstly - Does https://extwebserv/ have a real certificate? > > Try the following instead. I haven't tested it but basically it tries the > URL and sets the priority if it was successful. It also logs the response > message (a short human readable single line string that explains the > response code) regardless of what it was. It returns whatever $status is > (if it's set then it'll be non-zero). > > use LWP::UserAgent; > > my $url = 'https://extwebserv/'.somePieceOfData; > RT::Logger->info("Ticket ".$self->TicketObj->id." Checking ".$url); > my $ua = LWP::UserAgent->new; > my $response = $ua->get($url); > my ($status, $msg); # Set these up as empty for now > ($status, $msg) = $self->TicketObj->SetPriority('100') > if $response->is_success; > RT::Logger->info("Ticket ".$self->TicketObj->id." ".$response->message); > return $status; > > > Landon Stewart : lstewart at iweb.com > Lead Specialist, Abuse and Security Management > Sp?cialiste principal, gestion des abus et s?curit? > http://iweb.com : +1 (888) 909-4932 > > -- Regards, Hugo Escobar 4770 Biscayne Blvd, Ste 700 Miami, FL 33137 main: 305.677.0022 support: 305.921.4620 email: hescobar at afslc.com Follow us on Facebook and Linked-In NOTICE: This email and any attachment to this email may contain confidential information. If you are not the intended recipient, you must not review, retransmit, convert to hard copy, photocopy, use or disseminate this email or any attachments to it. If you have received this email in error, please notify us immediately by return email and delete this message. Please note that if this email contains a forwarded message or is a reply to a prior message, some or all of the contents of this message or any attachments may not have been produced by our firm. *As our firm may be deemed a debt collector, if your payment is in default, we may be attempting to collect a debt on behalf of the association, and any information obtained may be used for that purpose.* -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: facebook-24x24.png Type: image/png Size: 814 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: AFS_logo.png Type: image/png Size: 3183 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: linkedin-24x24.png Type: image/png Size: 875 bytes Desc: not available URL: From fleon at seguroscatatumbo.com Tue Apr 7 10:38:55 2015 From: fleon at seguroscatatumbo.com (fleon) Date: Tue, 7 Apr 2015 07:38:55 -0700 (MST) Subject: [rt-users] General reminder emails Message-ID: <1428417535192-59838.post@n7.nabble.com> Hello, i currently have the following on my crontab to notify me every day at 2pm of opened or new tickets: 0 14 * * * root /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --search-arg "Queue = 'apoyo' AND Owner != 'Nobody' AND ( Status = 'open' OR Status = 'new' ) AND Created < '1 day ago'" --action RT::Action::Notify --action-arg Owner,AlwaysNotifyActor --template 'Recordatorio' --transaction first My issue is that i get a email for each ticket and i would like something more advanced, for example receiving just one mail with a list of these tickets. I am thinking the email should have a link to each ticket along with the ticket description Does RT come with something like this built in or would it require some coding? I don't really know perl but if at least i get some pointers regarding outputting the list of tickets in just one email maybe i can edit a template based on existing code. I am seeing RT::Search::ActiveTicketsInQueue and i don't know if that's relevant, but don't know if a template can handle complete perl -- View this message in context: http://requesttracker.8502.n7.nabble.com/General-reminder-emails-tp59838.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From darin at darins.net Tue Apr 7 11:00:27 2015 From: darin at darins.net (Darin Perusich) Date: Tue, 7 Apr 2015 11:00:27 -0400 Subject: [rt-users] General reminder emails In-Reply-To: <1428417535192-59838.post@n7.nabble.com> References: <1428417535192-59838.post@n7.nabble.com> Message-ID: You can create a dashboad to accomplish this. https://www.bestpractical.com/docs/rt/4.2/dashboards.html https://www.bestpractical.com/docs/rt/4.2/rt-email-dashboards.html -- Later, Darin On Tue, Apr 7, 2015 at 10:38 AM, fleon wrote: > Hello, i currently have the following on my crontab to notify me every day at > 2pm of opened or new tickets: > > 0 14 * * * root /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL > --search-arg "Queue = 'apoyo' AND Owner != 'Nobody' AND ( Status = 'open' > OR Status = 'new' ) AND Created < '1 day ago'" --action RT::Action::Notify > --action-arg Owner,AlwaysNotifyActor --template 'Recordatorio' --transaction > first > > My issue is that i get a email for each ticket and i would like something > more advanced, for example receiving just one mail with a list of these > tickets. > > I am thinking the email should have a link to each ticket along with the > ticket description > > Does RT come with something like this built in or would it require some > coding? I don't really know perl but if at least i get some pointers > regarding outputting the list of tickets in just one email maybe i can edit > a template based on existing code. I am seeing > RT::Search::ActiveTicketsInQueue and i don't know if that's relevant, but > don't know if a template can handle complete perl > > > > > -- > View this message in context: http://requesttracker.8502.n7.nabble.com/General-reminder-emails-tp59838.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. From fleon at seguroscatatumbo.com Wed Apr 8 08:59:34 2015 From: fleon at seguroscatatumbo.com (fleon) Date: Wed, 8 Apr 2015 05:59:34 -0700 (MST) Subject: [rt-users] General reminder emails In-Reply-To: References: <1428417535192-59838.post@n7.nabble.com> Message-ID: <1428497974526-59840.post@n7.nabble.com> Thank you, this seems to more or less do what i want. However, if i understand correctly, i must create a saved search for each one of my agents, since i don't see a way to create just one dashboard with opened or new tickets in a queue and the owner='myself' or something like that, so every user subscribed to that dashboard would get the email without needing to create one dashboard for each user. Also, when consulting the README, i saw that there is a tool to send email digests. I will also try that option -- View this message in context: http://requesttracker.8502.n7.nabble.com/General-reminder-emails-tp59838p59840.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From javoskamp at uwaterloo.ca Wed Apr 8 09:48:10 2015 From: javoskamp at uwaterloo.ca (Jeff Voskamp) Date: Wed, 8 Apr 2015 09:48:10 -0400 Subject: [rt-users] General reminder emails In-Reply-To: <1428497974526-59840.post@n7.nabble.com> References: <1428417535192-59838.post@n7.nabble.com> <1428497974526-59840.post@n7.nabble.com> Message-ID: <5525319A.70403@uwaterloo.ca> On 08/04/15 08:59 AM, fleon wrote: > Thank you, this seems to more or less do what i want. However, if i > understand correctly, i must create a saved search for each one of my > agents, since i don't see a way to create just one dashboard with opened or > new tickets in a queue and the owner='myself' or something like that, so > every user subscribed to that dashboard would get the email without needing > to create one dashboard for each user. > > Also, when consulting the README, i saw that there is a tool to send email > digests. I will also try that option Set the owner to '__CurrentUser__' in the search. Jeff From jwilson at androsna.com Wed Apr 8 09:44:04 2015 From: jwilson at androsna.com (Jeremy Wilson) Date: Wed, 8 Apr 2015 13:44:04 +0000 Subject: [rt-users] General reminder emails In-Reply-To: <1428497974526-59840.post@n7.nabble.com> References: <1428417535192-59838.post@n7.nabble.com> <1428497974526-59840.post@n7.nabble.com> Message-ID: Sorry, I was not paying attention to the first part, but if I understand, you are looking for a way to remind users that they have tickets that they need to respond to? I got some information a while back on RT statistics (or RTSTATS) which was a bunch of mysql statements written. I was able to adopt them into emailing me a report of which tickets had not been responded to. I place that script and cron job below. The link that I can find now is http://requesttracker.wikia.com/wiki/RT3StatisticsPackage It was written for RT3, so I am not sure if anything has changed. This is also dependent on being able to email from your RT system. I hope this helps. The cron tab runs a script that runs the report. First I will show the crontab that runs the job at 12:00PM Monday-Friday ******************************************************************** ####### This cron will run a report from RT for tickets not responed to in last 24 hours 0 12 * * 1-5 /root/rtstats/stafftwentyfour.sh ********************************************************************* Now I will show you the script stafftwentyfour.sh ********************************************************************** #!/bin/sh cd /root/rtstats ./twentyfourhour USER1 ./twentyfourhour USER2 ./twentyfourhour USER3 mail -s "Staff Reports For Request Tracker" jwilson at adomainname.com < /root/rtstats/twentyfour.txt rm twentyfour.txt ./twentyfourhour USER1 ./twentyfourhour USER2 ./twentyfourhour USER3 ./twentyfourhour USER4 ./twentyfourhour USER5 ./twentyfourhour USER6 mail -s "Staff Reports For Request Tracker" cnuckoles at adomainname.com < /root/rtstats/twentyfour.txt rm twentyfour.txt ********************************************************************************************* As you can see the script is made up into 3 parts 1. The first part is to run the script twentyfourhour "username" This will run the script "twentyfourhour" for all users in the last 24 hours and creates a file twentyfour.txt with the results of which ticket has not been responded to in the last 24 hours 2. The second part is to email twentyfour.txt in the body of the email to managers 3. The 3rd part is to remove twentyfour.txt for the next use. If you did not remove the file the it would keep appending the results. ************************************************************************************************** Now I will show you the script twentyfourhour ************************************************************************************************** #!/usr/bin/perl # # $Id: rt3-stats,v 1.4 2004/02/12 06:28:28 carl Exp $ # # rt3-staffreport # open(STDOUT, ">>twentyfour.txt"); use DBI; my $database = "rtdb"; my $hostname = ""; my $port = ''; my $user = "rtuser"; my $password = "RTPASSWORD"; my $dsn = "DBI:mysql:database=$database;host=$hostname;port=$port"; my $dbh = DBI->connect($dsn, $user, $password, {'RaiseError' => 1}); format STDOUT_TOP = Tickets not responded to in last 24 hours for @<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<< $userid Id Status Created LastUpdated Queue Subject ============================================================================= . format STDOUT = @<<<<<< @<<<<<<< @<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<< @<<<<<<<<<<<<<<<<<<<<<<<<<<<<< @<<<<<<<<<< ^<<<<<<<<<<<<<<<<<<<<<<<<<<<<<< $ary[0],$ary[1], $ary[2], $ary[3], $ary[4], $ary[5] ~~ ^<<<<<<<<<<<<<<<<<<<<<<<<<<<<<< $ary[5] . $userid = $ARGV[0]; $query = "select Tickets.id, Tickets.Status, Tickets.Created, Tickets.LastUpdated, Queues.Name, Tickets.Subject from Tickets,Queues,Users where Tickets.Queue=Queues.id and Tickets.Owner=Users.id and Users.Name='$userid' and Tickets.Status!='Resolved' and Tickets.Status!='Deleted' and Tickets.LastUpdated < DATE_SUB(now(), INTERVAL 1 DAY)"; $sth = $dbh->prepare($query) or die "Can't prepare queue query"; $rc = $sth->execute or die "Can't execute statement: $DBI::errstr"; while (@ary = $sth->fetchrow_array) { $ary[2] = `date -d 'GMT $ary[2]'`; $ary[3] = `date -d 'GMT $ary[3]'`; write; } $dbh->disconnect; exit 0; ************************************************************************************************* -----Original Message----- From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of fleon Sent: Wednesday, April 08, 2015 9:00 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] General reminder emails Thank you, this seems to more or less do what i want. However, if i understand correctly, i must create a saved search for each one of my agents, since i don't see a way to create just one dashboard with opened or new tickets in a queue and the owner='myself' or something like that, so every user subscribed to that dashboard would get the email without needing to create one dashboard for each user. Also, when consulting the README, i saw that there is a tool to send email digests. I will also try that option -- View this message in context: http://requesttracker.8502.n7.nabble.com/General-reminder-emails-tp59838p59840.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ________________________________ Jeremy Wilson MIS Manager 540.217.4100 ext 257 Mobile: 540.333.1418 www.androsna.com [androsnortha] The content of this e-mail (including any attachments) is strictly confidential and may be commercially sensitive. If you are not, or believe you may not be, the intended recipient, please advise the sender immediately by return e-mail, delete this e-mail and destroy any copies. From fleon at seguroscatatumbo.com Wed Apr 8 10:02:03 2015 From: fleon at seguroscatatumbo.com (fleon) Date: Wed, 8 Apr 2015 07:02:03 -0700 (MST) Subject: [rt-users] General reminder emails In-Reply-To: <5525319A.70403@uwaterloo.ca> References: <1428417535192-59838.post@n7.nabble.com> <1428497974526-59840.post@n7.nabble.com> <5525319A.70403@uwaterloo.ca> Message-ID: <1428501723730-59843.post@n7.nabble.com> Great, that would solve the issue of not needing to create multiple dashboards. However, for the cycle to be complete i cannot seem to find the way to subscribe a whole group to a dashboard. This is no biggie, since we are only 4 users in the group queue, so i could tell them to subscribe manually, but it would be ideal for me as the admin to subscribe everyone in the group at once and maybe even not allowing them to disable their subscription -- View this message in context: http://requesttracker.8502.n7.nabble.com/General-reminder-emails-tp59838p59843.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From karres at illinois.edu Wed Apr 8 11:36:31 2015 From: karres at illinois.edu (Karres, Dean) Date: Wed, 8 Apr 2015 15:36:31 +0000 Subject: [rt-users] RT::Extension::Announce post install question Message-ID: Hi, I am running RT 4.2.10. I just used cpan to install RT::Extension::Announce and I looked at the resulting install messages. I see the line where is says to run "make initdb" but can't tell if the CPAN make did that or if I still need to. I see in the docs that running the initdb step more than once can be a bad thing. How can I tell if initdb has already been run? Cheers -------------- next part -------------- An HTML attachment was scrubbed... URL: From lstewart at iweb.com Wed Apr 8 14:19:52 2015 From: lstewart at iweb.com (Landon Stewart) Date: Wed, 8 Apr 2015 11:19:52 -0700 Subject: [rt-users] RT::Extension::Announce post install question In-Reply-To: References: Message-ID: On Apr 8, 2015, at 8:36 AM, Karres, Dean wrote: > > Hi, > > I am running RT 4.2.10. I just used cpan to install RT::Extension::Announce and I looked at the resulting install messages. I see the line where is says to run ?make initdb? but can?t tell if the CPAN make did that or if I still need to. I see in the docs that running the initdb step more than once can be a bad thing. How can I tell if initdb has already been run? I would check the Makefile to see what initdb actually does and then check the database to see if it was done. Landon Stewart : lstewart at iweb.com Lead Specialist, Abuse and Security Management Sp?cialiste principal, gestion des abus et s?curit? http://iweb.com : +1 (888) 909-4932 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 203 bytes Desc: Message signed with OpenPGP using GPGMail URL: From katina.haytova at securax.org Wed Apr 8 15:10:56 2015 From: katina.haytova at securax.org (Katina Haytova) Date: Wed, 08 Apr 2015 22:10:56 +0300 Subject: [rt-users] Can I fill in a CF with multiple values from message body? Message-ID: <55257D40.6020703@securax.org> Hello, I have a multi-value CF and a message with a body that contains: Email: Name: Phone: first name: last name: etc. i would like to get these and put them in a CF named INFO For now i am using the extractcustomfields extension) using this in the template: INFO|body|([NPE][ahm][moa][eni][a-z]*. .+)
$||q+| It extracts only Email: Name: Phone: This way, I think, is rather uncomfortable. Could you help me with an improvement suggestion? Thank you in advance! -- Best regards K. Haytova From lstewart at iweb.com Wed Apr 8 15:13:01 2015 From: lstewart at iweb.com (Landon Stewart) Date: Wed, 8 Apr 2015 12:13:01 -0700 Subject: [rt-users] RT::Extension::Announce post install question In-Reply-To: References: Message-ID: <2A5C52CA-B494-4C3F-9384-255B5FB66F11@iweb.com> I could be wrong but it looks like it adds a queue called "RTAnnounce" and then a Custom Field for that queue called 'Announcement Groups'. Does this mysql query return an record from the Queues table? SELECT * FROM Queues WHERE Name = 'RTAnnounce'; Landon Stewart : lstewart at iweb.com Lead Specialist, Abuse and Security Management Sp?cialiste principal, gestion des abus et s?curit? http://iweb.com : +1 (888) 909-4932 > On Apr 8, 2015, at 11:48 AM, Karres, Dean wrote: > > Good idea!. I did that, the Makefile lines are interesting but obscure. After running the initdb I saw no obvious changes to the DB structure. I suspect that I?d have to know exactly what changes it was likely to make? again obscure > > > > From: Landon Stewart [mailto:lstewart at iweb.com] > Sent: Wednesday, April 08, 2015 1:20 PM > To: Karres, Dean > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT::Extension::Announce post install question > > On Apr 8, 2015, at 8:36 AM, Karres, Dean > wrote: > > Hi, > > I am running RT 4.2.10. I just used cpan to install RT::Extension::Announce and I looked at the resulting install messages. I see the line where is says to run ?make initdb? but can?t tell if the CPAN make did that or if I still need to. I see in the docs that running the initdb step more than once can be a bad thing. How can I tell if initdb has already been run? > > I would check the Makefile to see what initdb actually does and then check the database to see if it was done. > > Landon Stewart : lstewart at iweb.com > Lead Specialist, Abuse and Security Management > Sp?cialiste principal, gestion des abus et s?curit? > http://iweb.com : +1 (888) 909-4932 > > -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 203 bytes Desc: Message signed with OpenPGP using GPGMail URL: From alexmv at bestpractical.com Thu Apr 9 01:46:09 2015 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 8 Apr 2015 22:46:09 -0700 Subject: [rt-users] RT::Extension::Announce post install question In-Reply-To: References: Message-ID: <20150408224609.6059f9b4@umgah.localdomain> On Wed, 8 Apr 2015 15:36:31 +0000 "Karres, Dean" wrote: > Hi, > > I am running RT 4.2.10. I just used cpan to install > RT::Extension::Announce and I looked at the resulting install messages. Installing using the cpan or cpanm command-line clients will never run the "make initdb" step. The new documentation (to be included in 4.2.11, the first rc of which should be out within a week) for installing plugins calls this out: https://github.com/bestpractical/rt/blob/stable/docs/extensions.pod#installing-extensions - Alex From boli at itss.co.tz Thu Apr 9 07:22:00 2015 From: boli at itss.co.tz (Boli) Date: Thu, 09 Apr 2015 14:22:00 +0300 Subject: [rt-users] attachments not properly present in HTML mail Message-ID: <552660D8.4000702@itss.co.tz> Hi I'm sure there's a problem with my template. Can anyone point it out to me? The attachments seem to be added to the mail if I view the mail source - but I cannot see them in most mail clients (Thunderbird in particular) This only happened when I recently a) upgraded from 4.2.2 to 4.2.10, and b) started using HTML templates Thanks -- template starts here -- { my $result=""; my $u = $Transaction->CreatorObj; if ( $u->Privileged ) { my $a = $Ticket->QueueObj->CorrespondAddress; $a = $Ticket->QueueObj->CommentAddress if ( $Transaction->Type eq 'Comment' ); $result .= "From: ".$Ticket->QueueObj->Description()." <".$a.">"; } $result; } RT-Attach-Message: yes Content-Type: text/html {$Transaction->Content( Type => "text/html")} --template ends here -- -- Jon 'Boli' Copeland Systems Engineer IT Sales & Services Ltd All sales enquiries : sales at itss.co.tz All support enquiries : support at itss.co.tz Emergencies Only : +255 (0) 685 374780 From Daniel.Moore at osbornewood.com Thu Apr 9 08:34:33 2015 From: Daniel.Moore at osbornewood.com (Daniel Moore) Date: Thu, 9 Apr 2015 12:34:33 +0000 Subject: [rt-users] Could not load a valid user Message-ID: <54B02CD784365C4DAF3841D1FDC763282BD5DF19@EXCHANGE.osborne.local> Hello, I have an issue where we keep getting emails for ONE particular email that says "Cannot load a valid user". I have already added this "user" into RT. I have even deleted and re-added him (I deleted it from the SQL database and ensured no reference to it all was in RT). He is back in the system. I have configured my RT_SiteConfig.pm three different ways with no avail. Set( $ValidateUserEmailAddress, 1); "current setting" #Set( $ValidateUserEmailAddress, 0); "previous setting" Set( $ValidateUserEmailAddress, 0); "original setting" I do not know why this is still happening even though I have tried to turn this off. I originally set it up because this was new to our organization (this version) and we had a lot of "junk" emails getting through. I thought I had turned this off by commenting it out. This only effects ONE email address (that I know of) and it happens every day. Is there a way to permanently turn this off so that it doesn't validate users? Oh, and this user has administrator privileges in RT so user rights are not a problem. This is our IT email address. V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. [http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg] P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 3518 bytes Desc: image001.jpg URL: From ktm at rice.edu Thu Apr 9 09:01:41 2015 From: ktm at rice.edu (ktm at rice.edu) Date: Thu, 9 Apr 2015 08:01:41 -0500 Subject: [rt-users] Could not load a valid user In-Reply-To: <54B02CD784365C4DAF3841D1FDC763282BD5DF19@EXCHANGE.osborne.local> References: <54B02CD784365C4DAF3841D1FDC763282BD5DF19@EXCHANGE.osborne.local> Message-ID: <20150409130141.GM11688@aart.rice.edu> On Thu, Apr 09, 2015 at 12:34:33PM +0000, Daniel Moore wrote: > Hello, > > I have an issue where we keep getting emails for ONE particular email that says "Cannot load a valid user". > > I have already added this "user" into RT. I have even deleted and re-added him (I deleted it from the SQL database and ensured no reference to it all was in RT). He is back in the system. > > I have configured my RT_SiteConfig.pm three different ways with no avail. > > Set( $ValidateUserEmailAddress, 1); "current setting" > > #Set( $ValidateUserEmailAddress, 0); "previous setting" > > Set( $ValidateUserEmailAddress, 0); "original setting" > > I do not know why this is still happening even though I have tried to turn this off. I originally set it up because this was new to our organization (this version) and we had a lot of "junk" emails getting through. I thought I had turned this off by commenting it out. > > This only effects ONE email address (that I know of) and it happens every day. > > Is there a way to permanently turn this off so that it doesn't validate users? > > Oh, and this user has administrator privileges in RT so user rights are not a problem. This is our IT email address. > Hi Daniel, When we have seen this error, it was the result of our CanonicalizeEmailAddress function in User_Local.pm (in 3.8.x). Run through that functions logic to determine where the problem is. In our case, the problem was caused by user primary Email address changes. The permissions of the account do not matter since the cause is the failure to determine the correct Email address. I hope this helps. Regards, Ken From WJEdsall at dow.com Thu Apr 9 09:51:54 2015 From: WJEdsall at dow.com (Edsall, William (WJ)) Date: Thu, 9 Apr 2015 13:51:54 +0000 Subject: [rt-users] Scrip On Create Notify AdminCcs not working right? Message-ID: Hello list, I'm having trouble finding a pattern but sometimes the AdminCC notification email goes out, and sometimes it does not. The 'On Create Autoreply To Requestors' always seems to be emailed correctly. It's just the AdminCC email that doesn't seem to go out properly. Could anyone kindly recommend some testing or suggestions? William -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Thu Apr 9 10:32:52 2015 From: bbaker at copesan.com (Bryon Baker) Date: Thu, 9 Apr 2015 14:32:52 +0000 Subject: [rt-users] Could not load a valid user In-Reply-To: <20150409130141.GM11688@aart.rice.edu> References: <54B02CD784365C4DAF3841D1FDC763282BD5DF19@EXCHANGE.osborne.local> <20150409130141.GM11688@aart.rice.edu> Message-ID: We have this same issue. I have track down the issue to the fact that the email address has mixed case somewhere in the address. To solve it, I have to manually the user so the name is all lower case and the email address matches the incoming email address. I did at one point have an open case about this issue with Best Practical. I do not know if this issue has been addressed. I am running version 4.2.3 Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? .? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -----Original Message----- From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of ktm at rice.edu Sent: Thursday, April 09, 2015 8:02 AM To: Daniel Moore Cc: 'rt-users at lists.bestpractical.com' Subject: Re: [rt-users] Could not load a valid user On Thu, Apr 09, 2015 at 12:34:33PM +0000, Daniel Moore wrote: > Hello, > > I have an issue where we keep getting emails for ONE particular email that says "Cannot load a valid user". > > I have already added this "user" into RT. I have even deleted and re-added him (I deleted it from the SQL database and ensured no reference to it all was in RT). He is back in the system. > > I have configured my RT_SiteConfig.pm three different ways with no avail. > > Set( $ValidateUserEmailAddress, 1); "current setting" > > #Set( $ValidateUserEmailAddress, 0); "previous setting" > > Set( $ValidateUserEmailAddress, 0); "original setting" > > I do not know why this is still happening even though I have tried to turn this off. I originally set it up because this was new to our organization (this version) and we had a lot of "junk" emails getting through. I thought I had turned this off by commenting it out. > > This only effects ONE email address (that I know of) and it happens every day. > > Is there a way to permanently turn this off so that it doesn't validate users? > > Oh, and this user has administrator privileges in RT so user rights are not a problem. This is our IT email address. > Hi Daniel, When we have seen this error, it was the result of our CanonicalizeEmailAddress function in User_Local.pm (in 3.8.x). Run through that functions logic to determine where the problem is. In our case, the problem was caused by user primary Email address changes. The permissions of the account do not matter since the cause is the failure to determine the correct Email address. I hope this helps. Regards, Ken From ktm at rice.edu Thu Apr 9 10:46:47 2015 From: ktm at rice.edu (ktm at rice.edu) Date: Thu, 9 Apr 2015 09:46:47 -0500 Subject: [rt-users] Could not load a valid user In-Reply-To: References: <54B02CD784365C4DAF3841D1FDC763282BD5DF19@EXCHANGE.osborne.local> <20150409130141.GM11688@aart.rice.edu> Message-ID: <20150409144647.GN11688@aart.rice.edu> You can fix the CanonicalizeEmailAddress function to handle the fact that their are case differences and select the correct address to use in those cases. Regards, Ken On Thu, Apr 09, 2015 at 02:32:52PM +0000, Bryon Baker wrote: > We have this same issue. I have track down the issue to the fact that the email address has mixed case somewhere in the address. To solve it, I have to manually the user so the name is all lower case and the email address matches the incoming email address. > > I did at one point have an open case about this issue with Best Practical. I do not know if this issue has been addressed. > > I am running version 4.2.3 > > Thanks > Bryon Baker > Network Operations Manager > Copesan - Specialists in Pest Solutions > 800-267-3726? .? 262-783-6261 ext. 2296 > bbaker at copesan.com > www.copesan.com > "Servicing North America with Local Care" > > -----Original Message----- > From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of ktm at rice.edu > Sent: Thursday, April 09, 2015 8:02 AM > To: Daniel Moore > Cc: 'rt-users at lists.bestpractical.com' > Subject: Re: [rt-users] Could not load a valid user > > On Thu, Apr 09, 2015 at 12:34:33PM +0000, Daniel Moore wrote: > > Hello, > > > > I have an issue where we keep getting emails for ONE particular email that says "Cannot load a valid user". > > > > I have already added this "user" into RT. I have even deleted and re-added him (I deleted it from the SQL database and ensured no reference to it all was in RT). He is back in the system. > > > > I have configured my RT_SiteConfig.pm three different ways with no avail. > > > > Set( $ValidateUserEmailAddress, 1); "current setting" > > > > #Set( $ValidateUserEmailAddress, 0); "previous setting" > > > > Set( $ValidateUserEmailAddress, 0); "original setting" > > > > I do not know why this is still happening even though I have tried to turn this off. I originally set it up because this was new to our organization (this version) and we had a lot of "junk" emails getting through. I thought I had turned this off by commenting it out. > > > > This only effects ONE email address (that I know of) and it happens every day. > > > > Is there a way to permanently turn this off so that it doesn't validate users? > > > > Oh, and this user has administrator privileges in RT so user rights are not a problem. This is our IT email address. > > > > Hi Daniel, > > When we have seen this error, it was the result of our CanonicalizeEmailAddress function in User_Local.pm (in 3.8.x). Run through that functions logic to determine where the problem is. In our case, the problem was caused by user primary Email address changes. The permissions of the account do not matter since the cause is the failure to determine the correct Email address. I hope this helps. > > Regards, > Ken > From matt.wells at mosaic451.com Thu Apr 9 13:25:42 2015 From: matt.wells at mosaic451.com (Matt Wells) Date: Thu, 9 Apr 2015 10:25:42 -0700 Subject: [rt-users] RTx-WorkflowBuilder Workflow issues Message-ID: I was able to walk back some of the errors but not all. At one point I was able to get tickets created with the only issue being the 'Finance approval' as they would never have permissions or the ability to view the tickets. Any guidance would be great. *** RT_SiteConfig.pm Set( $WorkflowBuilderStages, { 'Manager approval' => { content => '.....', owner => q!{{ Fire => 'matt.wells', Marketing => 'user1'}->{ $Approving->FirstCustomFieldValue('TechReview') }}! }, 'Finance approval' => { content => '... ', owner => 'user2', }, 'CEO approval' => { content => '..........', owner => 'matt.wells', }}); Set( $WorkflowBuilderRules, { 'PO-Approval' => [ 'Manager approval' => 'Finance approval' => 'CEO approval'], 'Vacation-Approval' => [ 'Manager approval' => 'CEO approval'] } ); [root at server1 lib]# pwd /opt/rt4/local/plugins/RTx-WorkflowBuilder/lib [root at server1 lib]# PERL5LIB=/opt/rt4/local/lib:/opt/rt4/lib:$PERL5LIB ../bin/rt-workflow Wells-CCB PO-Approval --create [15133] [Thu Apr 9 17:02:49 2015] [warning]: DBD::mysql::st execute failed: Unknown column 'main.Queue' in 'where clause' at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 586. (/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm:586) [15133] [Thu Apr 9 17:02:49 2015] [warning]: RT::Handle=HASH(0x11c2088) couldn't execute the query 'SELECT main.* FROM Scrips main WHERE (main.Disabled = '0') AND (main.Queue = '6') ' at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 599. DBIx::SearchBuilder::Handle::SimpleQuery(RT::Handle=HASH(0x11c2088), "SELECT main.* FROM Scrips main WHERE (main.Disabled = '0') A"...) called at /usr/local/share/perl5/DBIx/SearchBuilder.pm line 239 DBIx::SearchBuilder::_DoSearch(RT::Scrips=HASH(0x3b5bfc8)) called at /opt/rt4/lib/RT/SearchBuilder.pm line 985 RT::SearchBuilder::_DoSearch(RT::Scrips=HASH(0x3b5bfc8)) called at /usr/local/share/perl5/DBIx/SearchBuilder.pm line 507 DBIx::SearchBuilder::Next(RT::Scrips=HASH(0x3b5bfc8)) called at /opt/rt4/lib/RT/Scrips.pm line 253 RT::Scrips::Next(RT::Scrips=HASH(0x3b5bfc8)) called at ../bin/rt-workflow line 121 (/usr/share/perl5/Carp.pm:169) From Carl.vanLitsenborgh at za.saabgroup.com Fri Apr 10 07:06:49 2015 From: Carl.vanLitsenborgh at za.saabgroup.com (Carl van Litsenborgh) Date: Fri, 10 Apr 2015 11:06:49 +0000 Subject: [rt-users] Assets for RT (RT::Extension:Assets) - Help with perl script Message-ID: I have a standard installation of RT4 with the extension RT::Extension:Assets added. I wrote a perl script (based on the many examples on the RT WIKI contributions pages) to scan through all open tickets reporting (in HTML) certain key performance indicators for me. I would like to extend this perl script to ALSO scan through all "assets" in my RT database and to report on the content of a certain asset custom field (call it Asset_Status). I have searched the mailing lists and internet for some guidance, but found none. Can someone please help me (or guide me) with a perl code snippet showing the basics of how to loop (in perl API) through all assets in RT, and to extract the information (text field) of s specific custom field assigned to all assets to get me started. Any help is much appreciated. Thank you. Carl -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Fri Apr 10 12:58:42 2015 From: ktm at rice.edu (ktm at rice.edu) Date: Fri, 10 Apr 2015 11:58:42 -0500 Subject: [rt-users] Theme editor in 4.2.10 says GD is disabled or not installed. Message-ID: <20150410165842.GT11688@aart.rice.edu> Hi RT users, Even though 'rt-test-dependencies --with-gd' reports that everything is there and charts are working, the theme editor still give the error that GD is not installed. Does anyone have any idea about how to debug further and fix? Regards, Ken From jesse at bestpractical.com Fri Apr 10 13:05:02 2015 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 10 Apr 2015 13:05:02 -0400 Subject: [rt-users] Theme editor in 4.2.10 says GD is disabled or not installed. In-Reply-To: <20150410165842.GT11688@aart.rice.edu> References: <20150410165842.GT11688@aart.rice.edu> Message-ID: <20150410170502.GR10522@bestpractical.com> On Fri, Apr 10, 2015 at 11:58:42AM -0500, ktm at rice.edu wrote: > Hi RT users, > > Even though 'rt-test-dependencies --with-gd' reports that everything is there > and charts are working, the theme editor still give the error that GD is not > installed. Does anyone have any idea about how to debug further and fix? It's been a while since I looked at this codepath, but it looks like it might have something to do with what image types GD is configured to be able to load and parse. That warning is safe to ignore unless you're looking for RT to automatically suggest theme colors based on an uploaded logo. -jesse > > Regards, > Ken -- From elacour at easter-eggs.com Fri Apr 10 13:02:23 2015 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 10 Apr 2015 19:02:23 +0200 Subject: [rt-users] Assets for RT (RT::Extension:Assets) - Help with perl script In-Reply-To: References: Message-ID: <5528021F.3030906@easter-eggs.com> Le 10/04/2015 13:06, Carl van Litsenborgh a ?crit : > > I have a standard installation of RT4 with the extension > RT::Extension:Assets added. > > I wrote a perl script (based on the many examples on the RT WIKI > contributions pages) to scan through all open tickets reporting (in > HTML) certain key performance indicators for me. > > I would like to extend this perl script to ALSO scan through all > ?assets? in my RT database and to report on the content of a certain > asset custom field (call it Asset_Status). > > I have searched the mailing lists and internet for some guidance, but > found none. > > Can someone please help me (or guide me) with a perl code snippet > showing the basics of how to loop (in perl API) through all assets in > RT, and to extract the information (text field) of s specific custom > field assigned to all assets to get me started. > > something like: my $Catalog = RT::Catalog->new( RT->SystemUser ); $Catalog->Load('Informatique'); my $Assets = RT::Assets->new( RT->SystemUser ); $Assets->LimitCatalog(VALUE => $Catalog->id); my $CustomField = RT::CustomField->new( RT->SystemUser ); $CustomField->LoadByName( Name => 'Marque', LookupType => 'RT::Catalog-RT::Asset' ); $Assets->LimitCustomField( CUSTOMFIELD => $CustomField->id, VALUE => 'CANON' ); print "Found: ".$Assets->Count." asset(s)\n"; while (my $Asset = $Assets->Next) { print "Found asset number: ".$Asset->id."\n"; } -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Fri Apr 10 13:25:02 2015 From: ktm at rice.edu (ktm at rice.edu) Date: Fri, 10 Apr 2015 12:25:02 -0500 Subject: [rt-users] Theme editor in 4.2.10 says GD is disabled or not installed. In-Reply-To: <20150410170502.GR10522@bestpractical.com> References: <20150410165842.GT11688@aart.rice.edu> <20150410170502.GR10522@bestpractical.com> Message-ID: <20150410172502.GU11688@aart.rice.edu> On Fri, Apr 10, 2015 at 01:05:02PM -0400, Jesse Vincent wrote: > > > > On Fri, Apr 10, 2015 at 11:58:42AM -0500, ktm at rice.edu wrote: > > Hi RT users, > > > > Even though 'rt-test-dependencies --with-gd' reports that everything is there > > and charts are working, the theme editor still give the error that GD is not > > installed. Does anyone have any idea about how to debug further and fix? > > > It's been a while since I looked at this codepath, but it looks like it might have something to do with what image types GD is configured to be able to load and parse. That warning is safe to ignore unless you're looking for RT to automatically suggest theme colors based on an uploaded logo. > > -jesse > Hi Jesse, Okay, I just checked and once I upload a supported logo image type the error goes away. Since it was there before doing anything, it threw me off and I thought that there was a problem. Thank you for the feedback. Regards, Ken From karres at illinois.edu Fri Apr 10 17:07:40 2015 From: karres at illinois.edu (Karres, Dean) Date: Fri, 10 Apr 2015 21:07:40 +0000 Subject: [rt-users] newbie rt admin question Message-ID: I thought this was working... I am running rt 4.2.10 I have a few queues setup. I have the "SelfService" web interface setup. I can login as an Unprivileged user and create a ticket. I can send email and create a ticket. I can not as the unPriv user, SEE my created ticket in self service mode. Unprivileged users can only create tickets in one queue. I have granted "Everyone" all of the "General" rights on the main queue: * Comment on tickets CommentOnTicket * Create tickets CreateTicket * Reply to tickets ReplyToTicket * Sign up as a ticket Requestor or ticket or queue Cc Watch * View custom field values SeeCustomField * View queue SeeQueue * View ticket summaries The wiki "Rights" article was not particularly helpful. I must be missing something trivial. Clue please? Dean...K... -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Fri Apr 10 20:28:06 2015 From: alexmv at bestpractical.com (Alex Vandiver) Date: Fri, 10 Apr 2015 17:28:06 -0700 Subject: [rt-users] Theme editor in 4.2.10 says GD is disabled or not installed. In-Reply-To: <20150410172502.GU11688@aart.rice.edu> References: <20150410165842.GT11688@aart.rice.edu> <20150410170502.GR10522@bestpractical.com> <20150410172502.GU11688@aart.rice.edu> Message-ID: <20150410172806.12f6a08d@umgah.localdomain> On Fri, 10 Apr 2015 12:25:02 -0500 "ktm at rice.edu" wrote: > Okay, I just checked and once I upload a supported logo image type the error > goes away. Since it was there before doing anything, it threw me off and I > thought that there was a problem. Thank you for the feedback. This is fixed in 4.2-trunk and will be in 4.2.11, for reference: https://github.com/bestpractical/rt/commit/c51612a1 https://issues.bestpractical.com/Ticket/Display.html?id=30563 - Alex From todd at bestpractical.com Fri Apr 10 20:43:40 2015 From: todd at bestpractical.com (Todd Wade) Date: Fri, 10 Apr 2015 20:43:40 -0400 Subject: [rt-users] newbie rt admin question In-Reply-To: References: Message-ID: <55286E3C.8020306@bestpractical.com> On 4/10/15 5:07 PM, Karres, Dean wrote: > I have a few queues setup. I have the ?SelfService? web interface > setup. I can login as an Unprivileged user and create a ticket. I can > send email and create a ticket. I can not as the unPriv user, SEE my > created ticket in self service mode. Exactly what do you see in the UI? Do you get an error message "No permission to view newly created ticket #XXX" ? I can't duplicate the issue you describe with the rights below. In my scratchpad workspace on 4.2.10 I did a 'make dropdb' and 'make initdb'. I then logged in as root, created an unprivileged user, and went to the Queue's group rights page (/Admin/Queues/GroupRights.html?id=1). I then granted 'Everyone' every right in the general tab. When I logged out and logged in as the test user, I could create a ticket and see it fine. Are you logging out and back in as the unprivileged user after changing rights? Rights are cached on login, so thats my sanity check guess. Anything jumping out in the logs? Also note that with this rights configuration (once you get it working), all users can see other users' tickets by just updating the URL. You'd usually want the ShowTicket and ReplyToTicket rights to be granted to the Requestor role, not at the system level. > I have granted ?Everyone? all of the ?General? rights on the main queue: > > ?Comment on tickets CommentOnTicket > ?Create tickets CreateTicket > ?Reply to tickets ReplyToTicket > ?Sign up as a ticket Requestor or ticket or queue Cc Watch > ?View custom field values SeeCustomField > ?View queue SeeQueue > ?View ticket summaries From kae at midnighthax.com Mon Apr 13 10:57:38 2015 From: kae at midnighthax.com (Keith Edmunds) Date: Mon, 13 Apr 2015 15:57:38 +0100 Subject: [rt-users] Strike though "depends on" when resolved Message-ID: <20150413155738.0fc49d4e@kae.tiger-computing.wbp> Hi If "Depends On" is added as a column to the "At a glance" ticket lists, tickets that are depended on are listed as expected. However, once the depended-on ticket is resolved, we'd like the "At a glance" listing to show the resolved ticket with strike through. This *does* happen if the depending-on ticket is opened: the "Links" box shows the depended-on ticket struck through, but not in the At a glance listing. Is there an easy way to fix that? Thanks, Keith From samuel at dersam.net Mon Apr 13 21:40:33 2015 From: samuel at dersam.net (Samuel Schmidt) Date: Tue, 14 Apr 2015 01:40:33 +0000 Subject: [rt-users] PHP Developers: RTPHPLib v2 coming soon Message-ID: RTPHPLib v2 is in progress and will likely be released in the next few weeks. https://github.com/dersam/RTPHPLib/tree/2.0.0 This will contain several backwards-incompatible changes, as the parsing is being improved so responses that are only indicating success will now return just true or false (and createTicket will actually return the ticket id directly). If you are not using Composer, nothing is changing for you. If you ever need to re-download the library, make sure you get the latest v1 release if you are not planning on upgrading ( https://github.com/dersam/RTPHPLib/releases/tag/v1.0.2). If you ARE using Composer, and you do not want to upgrade, make sure that your composer.json is requiring a v1 build (current is 1.0.2). If you stay on dev-master, you will pull in v2 when it is merged to master. -------------- next part -------------- An HTML attachment was scrubbed... URL: From David.DURVAUX at eeas.europa.eu Tue Apr 14 05:07:04 2015 From: David.DURVAUX at eeas.europa.eu (DURVAUX David (EEAS)) Date: Tue, 14 Apr 2015 09:07:04 +0000 Subject: [rt-users] "New" flag for Incidents in RT-IR on a reply on an incident report / investigation Message-ID: Dear, In which condition does the "New" appears when an reply is given to a certain ticket? We do have RT-IR and for some incidents notifications or some investigations, if our correspond reply, the "New" flag doesn't appears. Is there a settings that permit to control that? Thanks! Kr, David -------------- next part -------------- An HTML attachment was scrubbed... URL: From marc.lopez at bsc.es Tue Apr 14 06:44:55 2015 From: marc.lopez at bsc.es (Marc Lopez) Date: Tue, 14 Apr 2015 12:44:55 +0200 Subject: [rt-users] Problem loading ticket history Message-ID: <552CEFA7.9050201@bsc.es> Hello! I just upgraded to RT 4.2.10 (from 4.2.6 and 3.8.8 before) and I'm facing some problems. When users click directly to a ticket URL (example: ), the ticket metadata shows up but the content of the section "History" keeps blank showing only the "Loading" message forever. I made tests with different browser (firefox and chrome), different tickets, and different themes. If you search the ticket on the search box or click it directly from the dashboard it works correctly, only if you try to access the ticket URL directly. Any clue of what can cause this? Thank you very much, Marc P.D. Great software BTW :) -- ---------------------------------------------------------------------- Marc Lopez Barcelona Supercomputing Center Centro Nacional de Supercomputacion WWW: http://www.bsc.es Tel: +34-93-405 42 24 e-mail: marc.lopez at bsc.es Fax: +34-93-413 77 21 ---------------------------------------------------------------------- WARNING / LEGAL TEXT: This message is intended only for the use of the individual or entity to which it is addressed and may contain information which is privileged, confidential, proprietary, or exempt from disclosure under applicable law. If you are not the intended recipient or the person responsible for delivering the message to the intended recipient, you are strictly prohibited from disclosing, distributing, copying, or in any way using this message. If you have received this communication in error, please notify the sender and destroy and delete any copies you may have received. http://www.bsc.es/disclaimer From ana.martinez at unavarra.es Tue Apr 14 09:08:32 2015 From: ana.martinez at unavarra.es (Ana =?ISO-8859-1?Q?Mart=EDnez?=) Date: Tue, 14 Apr 2015 15:08:32 +0200 Subject: [rt-users] Unable to parse an email address Message-ID: <1429016912.1935.434.camel@unavarra.es> Hello, after migrating from RT 3.8.8 to RT 2.4.10 last week, we are seeing issues with some email messages. [29499] [Tue Apr 14 10:07:47 2015] [error]: Unable to parse an email address from xxx at yyy.zzz : xxx at yyy.zzz is not a valid email address (/opt/rt4/sbin/../lib/RT/EmailParser.pm:542) [29499] [Tue Apr 14 10:07:47 2015] [error]: Couldn't parse or find sender's address (/opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:74) [29499] [Tue Apr 14 10:07:47 2015] [error]: Could not record email: Could not load a valid user (/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75) After some testing, I believe that the problem is caused by messages without a "Reply-To" header. Testing the same message in 3.8.8, the header "From" is used as "Requestor" if there is not a "Reply-To" header. Is this the expected behaviour in version 2.4.10? Regards, Ana Ana Mart?nez Servicio Inform?tico Universidad P?blica de Navarra From rtusers-20090205 at billmail.scconsult.com Tue Apr 14 11:39:44 2015 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Tue, 14 Apr 2015 11:39:44 -0400 Subject: [rt-users] newbie rt admin question In-Reply-To: References: Message-ID: On 10 Apr 2015, at 17:07, Karres, Dean wrote: > I thought this was working... > > I am running rt 4.2.10 > > I have a few queues setup. I have the "SelfService" web interface > setup. I can login as an Unprivileged user and create a ticket. I > can send email and create a ticket. I can not as the unPriv user, SEE > my created ticket in self service mode. > > Unprivileged users can only create tickets in one queue. I have > granted "Everyone" all of the "General" rights on the main queue: > > * Comment on tickets CommentOnTicket > > * Create tickets CreateTicket > > * Reply to tickets ReplyToTicket > > * Sign up as a ticket Requestor or ticket or queue Cc Watch > > * View custom field values SeeCustomField > > * View queue SeeQueue > > * View ticket summaries > > The wiki "Rights" article was not particularly helpful. I must be > missing something trivial. Clue please? Unprivileged users are able to access tickets they have opened through SelfService as a result of granting Global Group Rights to the "Requestor" role: "Reply to tickets" (ReplyToTicket) and "View ticket summaries" (ShowTicket). You probably want to grant those to the "Cc" role as well. From karres at illinois.edu Tue Apr 14 12:18:43 2015 From: karres at illinois.edu (Karres, Dean) Date: Tue, 14 Apr 2015 16:18:43 +0000 Subject: [rt-users] SelfService new ticket screen and queues Message-ID: Hi, In the SelfService web interface under New Ticket the first thing a customer sees is a list of ALL our queues. Is it possible to limit the list of queues to our one "public" helpdesk queue? Dean...K... -------------- next part -------------- An HTML attachment was scrubbed... URL: From karres at illinois.edu Tue Apr 14 12:20:19 2015 From: karres at illinois.edu (Karres, Dean) Date: Tue, 14 Apr 2015 16:20:19 +0000 Subject: [rt-users] newbie rt admin question In-Reply-To: References: Message-ID: Yes and thanks to all who replied. This was working all along but I was not thinking about it in the correct way. I had confused myself with some other issues. -----Original Message----- From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bill Cole Sent: Tuesday, April 14, 2015 10:40 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] newbie rt admin question On 10 Apr 2015, at 17:07, Karres, Dean wrote: > I thought this was working... > > I am running rt 4.2.10 > > I have a few queues setup. I have the "SelfService" web interface > setup. I can login as an Unprivileged user and create a ticket. I > can send email and create a ticket. I can not as the unPriv user, SEE > my created ticket in self service mode. > > Unprivileged users can only create tickets in one queue. I have > granted "Everyone" all of the "General" rights on the main queue: > > * Comment on tickets CommentOnTicket > > * Create tickets CreateTicket > > * Reply to tickets ReplyToTicket > > * Sign up as a ticket Requestor or ticket or queue Cc Watch > > * View custom field values SeeCustomField > > * View queue SeeQueue > > * View ticket summaries > > The wiki "Rights" article was not particularly helpful. I must be > missing something trivial. Clue please? Unprivileged users are able to access tickets they have opened through SelfService as a result of granting Global Group Rights to the "Requestor" role: "Reply to tickets" (ReplyToTicket) and "View ticket summaries" (ShowTicket). You probably want to grant those to the "Cc" role as well. From Srinath.Kotu at covisint.com Wed Apr 15 08:42:38 2015 From: Srinath.Kotu at covisint.com (Kotu, Srinath) Date: Wed, 15 Apr 2015 12:42:38 +0000 Subject: [rt-users] profiling/monitoring on requesttracker Message-ID: Hi All, I want to monitor the performance of my requesttracker and I wanted to ask the folks here if there exists any tool which can help in profiling/monitoring the performance of requesttracker. It would be very help if someone could provide recommended tune-ups for improving the performance. Thanks and Regards Srinath Kotu -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Wed Apr 15 08:58:03 2015 From: ktm at rice.edu (ktm at rice.edu) Date: Wed, 15 Apr 2015 07:58:03 -0500 Subject: [rt-users] profiling/monitoring on requesttracker In-Reply-To: References: Message-ID: <20150415125803.GA3510@aart.rice.edu> On Wed, Apr 15, 2015 at 12:42:38PM +0000, Kotu, Srinath wrote: > Hi All, > > I want to monitor the performance of my requesttracker and I wanted to ask the folks here if there exists any tool which can help in profiling/monitoring the performance of requesttracker. It would be very help if someone could provide recommended tune-ups for improving the performance. > > Thanks and Regards > Srinath Kotu Hi, Probably the most important thing to monitor in RT is the performance of the database queries, since the performance of the user interface directly reflects that. Based on your choice of backend, take advantage of its "slow query logging" to analyze it performance. For PostgreSQL, pgbadger is useful for drilling down and identifying performance issues. Regards, Ken From SJC at qvii.com Wed Apr 15 15:59:28 2015 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Wed, 15 Apr 2015 19:59:28 +0000 Subject: [rt-users] Set default queue for Quick ticket creation? Message-ID: <87F81E27495DC8489147E34A4152E2683E5185@MailStore2010.ogp.qvii.com> We currently have RT 4.2.10 up and running, and have the Quick ticket creation widget on our users home screens. Is there a way to change the default queue in the dropdown for QuickCreate? Users are not being mindful to switch queues before submitting, and I really don't want to rename all my queues to impose a sort order. Thanks! -------------- next part -------------- An HTML attachment was scrubbed... URL: From karres at illinois.edu Wed Apr 15 16:58:32 2015 From: karres at illinois.edu (Karres, Dean) Date: Wed, 15 Apr 2015 20:58:32 +0000 Subject: [rt-users] custom template help Message-ID: Hi, Rt 4.2.10 We have a number of automated processes that generate emails into our helpdesk. The "From" of these messages is the process user and not a live requestor. For example, we have a process that finds all the customers who's accounts have been deactivated since the last time the report was run. For each deactivated account found an email message is sent to the helpdesk queue responsible for dealing with these things. The emails are each plain text. The body of each message contains the customer's Full_Name, Email_Address, Account_End_Date. Something like: Account deactivation notice for customer Alice Aubrey (aaubrey at mycompany.com). Account deactivated on 2015-02-20 13:00:00 This can be reformatted easily so I am not concerned about that. I would like a template that can be associated with the "On Resolve" action that will harvest the Full_Name, Email_Address, Account_End_Date fields above and then create an outbound message to the customer that says something like: Subject: Account deactivation for Alice Aubrey CC: aaubrey at mycompany.com Content-Type: text/html Dean Alice Aubrey, This is to notify you that your account with us was deactivated on 2015-02-20 13:00:00 I have tried creating a template that tries to parse the $Ticket->_RecordNote field but I'm not sure that is the way to go... because it didn't work :) 1) What is the best way to harvest data from the initial ticket body for use in an outbound template 2) Is it OK to CC in the template as I suggested above? -------------- next part -------------- An HTML attachment was scrubbed... URL: From jblaine at kickflop.net Wed Apr 15 19:31:29 2015 From: jblaine at kickflop.net (Jeff Blaine) Date: Wed, 15 Apr 2015 19:31:29 -0400 Subject: [rt-users] Improper display of ticket transaction's HTML In-Reply-To: <550ACC3E.6040107@kickflop.net> References: <54FF4767.2090202@kickflop.net> <54FFF52E.1060508@netcologne.de> <550ACC3E.6040107@kickflop.net> Message-ID: <552EF4D1.4060107@kickflop.net> An update, below, on this issue in case anyone comes across it. Seems like a bug to me. On 3/19/2015 9:16 AM, Jeff Blaine wrote: > On 3/11/2015 3:56 AM, Christian Loos wrote: >> Hi, >> >> upgrading to a more recent version of RT and installing HTML::Gumbo >> gives you tables in transactions (RT supports this since 4.2.6) [1]. >> >> If you can't upgrade, you can use RT::Extension::PermissiveHTMLMail [2]. >> >> Chris >> >> [1] https://www.bestpractical.com/docs/rt/4.2/RT_Config.html#PreferRichText >> [2] https://github.com/bestpractical/rt-extension-permissivehtmlmail > > GOOD: > > We've updated our test server to RT 4.2.10 and installed HTML::Gumbo per > the notes in the documentation for $PreferRichText. When > local/lib/RT/Interface/Web_Local.pm is configured to allow various table > attributes, including 'style', the transaction HTML now displays as a > table properly! > > BAD: > > But now there are various html, head, body tags on what seems to be only > search result blocks. > > IIRC, image attachments are not allowed to the list. Here are 2 > screenshots showing what I am talking about in case anyone wants to see: > > https://www.dropbox.com/s/euca82h6qfagki1/rt-4210-broken.jpg?dl=0 > > https://www.dropbox.com/s/ym2ctowlo8qhmnf/rt-4210-broken2.jpg?dl=0 This problem goes away if I uninstall HTML::Gumbo >> Am 10.03.2015 um 20:35 schrieb Jeff Blaine: >>> Hi, >>> >>> We're using RT 4.2.5 (for now). >>> >>> $PreferRichText is turned on. >>> >>> We've put in place a Web_Local.pm that is allowing all tags via: >>> >>> push @SCRUBBER_ALLOWED_TAGS, qw('*'); >>> >>> Something is still mucking with our HTML though, specifically (that >>> we've found so far) various table tags' attributes like borders and >>> padding seem to not be rendered properly. The table borders don't render >>> at all. >>> >>> Any ideas? >>> >>> It is a little unclear to me exactly how to use >>> %SCRUBBER_ALLOWED_ATTRIBS ... setting it to {'*', 1} caused various >>> links in the web UI to not work anymore. >>> >> > -- Jeff Blaine kickflop.net PGP/GnuPG Key ID: 0x0C8EDD02 From boli at itss.co.tz Thu Apr 16 05:25:21 2015 From: boli at itss.co.tz (Boli) Date: Thu, 16 Apr 2015 12:25:21 +0300 Subject: [rt-users] make bulk-update lists all DEselected by default? Message-ID: <552F8001.1020500@itss.co.tz> Hi All, What is the 'cleanest' way to make bulk-update lists all deselected by default? Currently they are all selected by default - which makes it easy for an idiot user to cause lots of problems very quickly. Thanks -- Jon 'Boli' Copeland Systems Engineer IT Sales & Services Ltd All sales enquiries : sales at itss.co.tz All support enquiries : support at itss.co.tz Emergencies Only : +255 (0) 685 374780 From sam.maher at lawsonlewisblakers.co.uk Thu Apr 16 11:10:24 2015 From: sam.maher at lawsonlewisblakers.co.uk (Sam Maher) Date: Thu, 16 Apr 2015 15:10:24 +0000 Subject: [rt-users] Scripts Muddled up after migration Message-ID: Hi, We have just moved to RT 4.2.10 from 4.0.4. The upgrade process went smoothly everything is working as it should be except for the scripts. I have no ability to move the scripts up or down in the list and it looks like to content of a few have been mixed up(But this is hard to tell) Does anyone know why under the move column there is no options or am I being stupid. I am logged in as the root user. Thanks, Sam Sam Maher - IT Technician Lawson Lewis Blakers T: 01323 720142 F: 01323 725349 Partners: Jeremy H Sogno, Nadine M Ashford and Mark Barrett Lawson Lewis & Blakers Solicitors Authorised and Regulated by the Solicitors Regulation Authority. SRA No: 00053703 THIS E-MAIL AND ANY ATTACHED FILES ARE CONFIDENTIAL AND MAY BE LEGALLY PRIVILEGED If you are not the addressee or the intended recipient any disclosure, copying, distribution, or other use of this e-mail and attachments is strictly prohibited. If you have received this e-mail in error please notify the sender immediately and delete this e-mail. E-mail transmission cannot be guaranteed to be secure or error free as information could be intercepted, corrupted, lost, destroyed, arrive late, be incomplete or contain viruses. We do not accept liability for any errors or omissions which arise as a result of e-mail transmission. Any e-mail attachment may contain software viruses. Whilst reasonable precaution has been taken to minimise this risk, we cannot accept liability for any damage which you sustain as a result of software viruses. Lawson Lewis Blakers reserves the right to monitor or record e-mails for any purpose allowed by prevailing legislation. -------------- next part -------------- An HTML attachment was scrubbed... URL: From rshaker at ARDENCOMPANIES.COM Thu Apr 16 11:29:56 2015 From: rshaker at ARDENCOMPANIES.COM (Bob Shaker) Date: Thu, 16 Apr 2015 15:29:56 +0000 Subject: [rt-users] Scripts Muddled up after migration In-Reply-To: References: Message-ID: To move the scrips order, go to Admin -> Global -> Scrips -> Select on the top bar. On the right, there will be "up" and "down" options. From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Sam Maher Sent: Thursday, April 16, 2015 11:10 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Scripts Muddled up after migration Hi, We have just moved to RT 4.2.10 from 4.0.4. The upgrade process went smoothly everything is working as it should be except for the scripts. I have no ability to move the scripts up or down in the list and it looks like to content of a few have been mixed up(But this is hard to tell) Does anyone know why under the move column there is no options or am I being stupid. I am logged in as the root user. Thanks, Sam Sam Maher - IT Technician Lawson Lewis Blakers T: 01323 720142 F: 01323 725349 Partners: Jeremy H Sogno, Nadine M Ashford and Mark Barrett Lawson Lewis & Blakers Solicitors Authorised and Regulated by the Solicitors Regulation Authority. SRA No: 00053703 THIS E-MAIL AND ANY ATTACHED FILES ARE CONFIDENTIAL AND MAY BE LEGALLY PRIVILEGED If you are not the addressee or the intended recipient any disclosure, copying, distribution, or other use of this e-mail and attachments is strictly prohibited. If you have received this e-mail in error please notify the sender immediately and delete this e-mail. E-mail transmission cannot be guaranteed to be secure or error free as information could be intercepted, corrupted, lost, destroyed, arrive late, be incomplete or contain viruses. We do not accept liability for any errors or omissions which arise as a result of e-mail transmission. Any e-mail attachment may contain software viruses. Whilst reasonable precaution has been taken to minimise this risk, we cannot accept liability for any damage which you sustain as a result of software viruses. Lawson Lewis Blakers reserves the right to monitor or record e-mails for any purpose allowed by prevailing legislation. ________________________________ ARDEN A Global Company Celebrating over 50 years of making your life more comfortable! This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message. This OUTBOUND E-mail and Document(s) has been scanned by an Antivirus Server. -------------- next part -------------- An HTML attachment was scrubbed... URL: From matt.wells at mosaic451.com Thu Apr 16 14:07:57 2015 From: matt.wells at mosaic451.com (Matt Wells) Date: Thu, 16 Apr 2015 11:07:57 -0700 Subject: [rt-users] Execute scripts - Message-ID: I'm setting up my cron jobs to alert my users of certain ticket criteria. If a ticket has no owner for 5 hours I send an alert. So far it works great, sending notifications via email. However I want to add something other than email. We're using pushbullet for Nagios alerts and I'd like to do the same here. Has anyone done anything for this? I know that pushover has a mail gateway however PushBullet has stated they have no such intentions. I've been looking around for ways to do this but so far had little success. >From bash I just - curl --header 'Authorization: Bearer 1234567890987654321' -X POST https://api.pushbullet.com/v2/pushes --header 'Content-Type: application/json' --data-binary '{"type": "note", "title": "Note Title", "body": "Note Body"}' -------------- next part -------------- An HTML attachment was scrubbed... URL: From karres at illinois.edu Thu Apr 16 15:06:39 2015 From: karres at illinois.edu (Karres, Dean) Date: Thu, 16 Apr 2015 19:06:39 +0000 Subject: [rt-users] custom template help Message-ID: Ah! Never mind. I found the RT-Extension-ExtractCustomFieldValues extension. I think that is what I need. Cheers From: Karres, Dean Sent: Wednesday, April 15, 2015 3:59 PM To: 'rt-users at lists.bestpractical.com' Subject: custom template help Hi, Rt 4.2.10 We have a number of automated processes that generate emails into our helpdesk. The "From" of these messages is the process user and not a live requestor. For example, we have a process that finds all the customers who's accounts have been deactivated since the last time the report was run. For each deactivated account found an email message is sent to the helpdesk queue responsible for dealing with these things. The emails are each plain text. The body of each message contains the customer's Full_Name, Email_Address, Account_End_Date. Something like: Account deactivation notice for customer Alice Aubrey (aaubrey at mycompany.com). Account deactivated on 2015-02-20 13:00:00 This can be reformatted easily so I am not concerned about that. I would like a template that can be associated with the "On Resolve" action that will harvest the Full_Name, Email_Address, Account_End_Date fields above and then create an outbound message to the customer that says something like: Subject: Account deactivation for Alice Aubrey CC: aaubrey at mycompany.com Content-Type: text/html Dean Alice Aubrey, This is to notify you that your account with us was deactivated on 2015-02-20 13:00:00 I have tried creating a template that tries to parse the $Ticket->_RecordNote field but I'm not sure that is the way to go... because it didn't work :) 1) What is the best way to harvest data from the initial ticket body for use in an outbound template 2) Is it OK to CC in the template as I suggested above? -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmurray at whoi.edu Thu Apr 16 15:17:40 2015 From: jmurray at whoi.edu (Jonathan Murray) Date: Thu, 16 Apr 2015 15:17:40 -0400 Subject: [rt-users] Execute scripts - In-Reply-To: References: Message-ID: <55300AD4.7030900@whoi.edu> How did you set up your cron jobs to alert your users if a ticket has no owner for 5 hours? I need to set up the same thing. Thank you, Jonathan On 04/16/2015 02:07 PM, Matt Wells wrote: > I'm setting up my cron jobs to alert my users of certain ticket > criteria. If a ticket has no owner for 5 hours I send an alert. > So far it works great, sending notifications via email. However I > want to add something other than email. We're using pushbullet for > Nagios alerts and I'd like to do the same here. > Has anyone done anything for this? I know that pushover has a mail > gateway however PushBullet has stated they have no such intentions. > > I've been looking around for ways to do this but so far had little > success. > From bash I just - > curl --header 'Authorization: Bearer 1234567890987654321' -X POST > https://api.pushbullet.com/v2/pushes --header 'Content-Type: > application/json' --data-binary '{"type": "note", "title": "Note > Title", "body": "Note Body"}' > From fleon at seguroscatatumbo.com Thu Apr 16 15:30:11 2015 From: fleon at seguroscatatumbo.com (fleon) Date: Thu, 16 Apr 2015 12:30:11 -0700 (MST) Subject: [rt-users] Suggestion regarding the extension RT-Extension-LDAPImport Message-ID: <1429212611132-59883.post@n7.nabble.com> Hello, i just wanted to report a small issue with RT-Extension-LDAPImport, when i execute it, it will try to update any user that has a field with non 7 bit ASCII characters in it, for example: User yvelasquez: Organization changed from 'CENTRO DE INSPECCI?N AUTOMOTRIZ' to 'CENTRO DE INSPECCI?N AUTOMOTRIZ' The actual value is CENTRO DE INSPECCI?N AUTOMOTRIZ. My guess is that any field with 8 bit ASCII or Unicode will cause this problem. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Suggestion-regarding-the-extension-RT-Extension-LDAPImport-tp59883.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From matt.wells at mosaic451.com Thu Apr 16 15:55:01 2015 From: matt.wells at mosaic451.com (Matt Wells) Date: Thu, 16 Apr 2015 12:55:01 -0700 Subject: [rt-users] Execute scripts - In-Reply-To: <55300AD4.7030900@whoi.edu> References: <55300AD4.7030900@whoi.edu> Message-ID: To send out the alerts at 5 hours of no updates you need 'RT::Condition::UntouchedInBusinessHours' The Cron Job ######################### ./rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg Example_queue --condition RT::Condition::UntouchedInBusinessHours --condition-arg 1 --action RT::Action::NotifyGroup --action-arg "Example_Group" --transaction first --template "Update_your_tickets" Break Down ######################### bin/rt-crontool # Cron tool # Search in the Example_queue queue --search RT::Search::ActiveTicketsInQueue --search-arg Example_queue # Search for anything that hasn't been updated for 1 hour / change to any number you need --condition RT::Condition::UntouchedInBusinessHours --condition-arg 1 # Blast out some emails to people in this group --action RT::Action::NotifyGroup --action-arg "Example_Group" # Use this template for the email alert --transaction first --template "Update_your_tickets" On Thu, Apr 16, 2015 at 12:17 PM, Jonathan Murray wrote: > How did you set up your cron jobs to alert your users if a ticket has no > owner for 5 hours? > I need to set up the same thing. > > Thank you, Jonathan > > > On 04/16/2015 02:07 PM, Matt Wells wrote: > >> I'm setting up my cron jobs to alert my users of certain ticket >> criteria. If a ticket has no owner for 5 hours I send an alert. >> So far it works great, sending notifications via email. However I want >> to add something other than email. We're using pushbullet for Nagios >> alerts and I'd like to do the same here. >> Has anyone done anything for this? I know that pushover has a mail >> gateway however PushBullet has stated they have no such intentions. >> >> I've been looking around for ways to do this but so far had little >> success. >> From bash I just - >> curl --header 'Authorization: Bearer 1234567890987654321' -X POST >> https://api.pushbullet.com/v2/pushes --header 'Content-Type: >> application/json' --data-binary '{"type": "note", "title": "Note Title", >> "body": "Note Body"}' >> >> > -- Matt Wells Chief Systems Architect RHCVA, RHCA #110-000-353 (702) 808-0424 matt.wells at mosaic451.com Las Vegas | Phoenix | Portland Mosaic451.com CONFIDENTIALITY NOTICE: This transmittal is a confidential communication or may otherwise be privileged. If you are not intended recipient, you are hereby notified that you have received this transmittal in error and that any review, dissemination, distribution or copying of this transmittal is strictly prohibited. If you have received this communication in error, please notify this office, and immediately delete this message and all its attachments, if any. -------------- next part -------------- An HTML attachment was scrubbed... URL: From fleon at seguroscatatumbo.com Thu Apr 16 16:12:39 2015 From: fleon at seguroscatatumbo.com (fleon) Date: Thu, 16 Apr 2015 13:12:39 -0700 (MST) Subject: [rt-users] Suggestion regarding the extension RT-Extension-LDAPImport In-Reply-To: <1429212611132-59883.post@n7.nabble.com> References: <1429212611132-59883.post@n7.nabble.com> Message-ID: <1429215159656-59885.post@n7.nabble.com> Well i just found that this bug was reported and doesn't have an update since february 2013. https://rt.cpan.org/Public/Bug/Display.html?id=74144 -- View this message in context: http://requesttracker.8502.n7.nabble.com/Suggestion-regarding-the-extension-RT-Extension-LDAPImport-tp59883p59885.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From jwilson at androsna.com Thu Apr 16 16:28:53 2015 From: jwilson at androsna.com (Jeremy Wilson) Date: Thu, 16 Apr 2015 20:28:53 +0000 Subject: [rt-users] User Authentication Message-ID: Hello, I am running RT 4.2.9 on centos release 6.6 (final). I have tried many, many times to get RT::Authen::ExternalAuth to work and I am unsuccessful. Active directory 2008 R2. I have looked at almost every web page I can find on the subject, and have tried multiple configurations. I have made it to the point of giving up on the extension, and just having a separate username and password. I want all users except myself and one other to be unprivileged, which I have already setup permissions for unprivileged users to create and comment on their tickets. I was disappointed to learn that RT does not have a self-registration page, or a bulk input for users. What I would like to do is, create CVS file with username and password, then import into mysql database. Can anyone point me in the direction of know what tables and fields need to be populated to create a user in mysql that the user will use to log into web interface of RT? We will not be utilizing the mail function and it is not an option. ________________________________ Jeremy Wilson MIS Manager 540.217.4100 ext 257 Mobile: 540.333.1418 www.androsna.com [androsnortha] The content of this e-mail (including any attachments) is strictly confidential and may be commercially sensitive. If you are not, or believe you may not be, the intended recipient, please advise the sender immediately by return e-mail, delete this e-mail and destroy any copies. -------------- next part -------------- An HTML attachment was scrubbed... URL: From karres at illinois.edu Thu Apr 16 17:06:13 2015 From: karres at illinois.edu (Karres, Dean) Date: Thu, 16 Apr 2015 21:06:13 +0000 Subject: [rt-users] Ticket history view: toggle all, comments / correspondence Message-ID: Hi, We hope to replace an ancient, homegrown ticketing system with RT. There is a feature in the old system that my boss hopes is available in RT. This is the idea of a "worklog". Not every queue or ticket will require such a thing. It might be possible that the "Comments" in RT will suffice. Is it possible to look a ticket's History and see ONLY the comments? It doesn't look like it but I have missed other obvious stuff recently. I have seen the History Filter and Brief History extensions but I do not see how they work really. I am not sure they really apply here. I looked at creating a custom Search that would perhaps display the concatenated comment thread for each ticked in a queue but how to do that was not obvious Basically is it possible to toggle the History view for a tickets and see all the correspondence + comments; or only the correspondence; or only the comments? -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Thu Apr 16 17:43:37 2015 From: ktm at rice.edu (ktm at rice.edu) Date: Thu, 16 Apr 2015 16:43:37 -0500 Subject: [rt-users] Ticket history view: toggle all, comments / correspondence In-Reply-To: References: Message-ID: <20150416214337.GM3510@aart.rice.edu> On Thu, Apr 16, 2015 at 09:06:13PM +0000, Karres, Dean wrote: > Hi, > > We hope to replace an ancient, homegrown ticketing system with RT. There is a feature in the old system that my boss hopes is available in RT. This is the idea of a "worklog". Not every queue or ticket will require such a thing. It might be possible that the "Comments" in RT will suffice. Is it possible to look a ticket's History and see ONLY the comments? It doesn't look like it but I have missed other obvious stuff recently. > > I have seen the History Filter and Brief History extensions but I do not see how they work really. I am not sure they really apply here. I looked at creating a custom Search that would perhaps display the concatenated comment thread for each ticked in a queue but how to do that was not obvious > > Basically is it possible to toggle the History view for a tickets and see all the correspondence + comments; or only the correspondence; or only the comments? > > Hi Dean, I would take a look at the code for: Show all quoted text ? Show full headers for the ticket display page. Either add something similar as a local mod or re-purpose an existing toggle for your use. We did this in an earlier version to allow the ticket display to filter the meta-data changes out of the history display to speed up rendering. That functionality was added to the base system in more recent releases, but the changes were quite simple. Regards, Ken From lstewart at iweb.com Thu Apr 16 17:48:51 2015 From: lstewart at iweb.com (Landon Stewart) Date: Thu, 16 Apr 2015 14:48:51 -0700 Subject: [rt-users] User Authentication In-Reply-To: References: Message-ID: <278DEA71-DF41-4E96-9B08-696C98819D8A@iweb.com> On Apr 16, 2015, at 1:28 PM, Jeremy Wilson wrote: > > Hello, > I am running RT 4.2.9 on centos release 6.6 (final). I have tried many, many times to get RT::Authen::ExternalAuth to work and I am unsuccessful. Active directory 2008 R2. I have looked at almost every web page I can find on the subject, and have tried multiple configurations. I have made it to the point of giving up on the extension, and just having a separate username and password. I want all users except myself and one other to be unprivileged, which I have already setup permissions for unprivileged users to create and comment on their tickets. I was disappointed to learn that RT does not have a self-registration page, or a bulk input for users. > > What I would like to do is, create CVS file with username and password, then import into mysql database. Can anyone point me in the direction of know what tables and fields need to be populated to create a user in mysql that the user will use to log into web interface of RT? > > We will not be utilizing the mail function and it is not an option. Why not just create users using the bin/rt utility? Example: /opt/rt4/bin/rt create -t users add Name=userName EmailAddress=email at address.com Password=password More information can be found here: http://requesttracker.wikia.com/wiki/CLI Landon Stewart : lstewart at iweb.com Lead Specialist, Abuse and Security Management Sp?cialiste principal, gestion des abus et s?curit? http://iweb.com : +1 (888) 909-4932 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 271 bytes Desc: Message signed with OpenPGP using GPGMail URL: From jwilson at androsna.com Thu Apr 16 18:05:41 2015 From: jwilson at androsna.com (Jeremy Wilson) Date: Thu, 16 Apr 2015 22:05:41 +0000 Subject: [rt-users] User Authentication In-Reply-To: <278DEA71-DF41-4E96-9B08-696C98819D8A@iweb.com> References: , <278DEA71-DF41-4E96-9B08-696C98819D8A@iweb.com> Message-ID: Yep, completely missed that. Looks like I could use the command tool to accomplish what I need. Thank you. Sent from my iPhone On Apr 16, 2015, at 5:49 PM, Landon Stewart > wrote: On Apr 16, 2015, at 1:28 PM, Jeremy Wilson > wrote: Hello, I am running RT 4.2.9 on centos release 6.6 (final). I have tried many, many times to get RT::Authen::ExternalAuth to work and I am unsuccessful. Active directory 2008 R2. I have looked at almost every web page I can find on the subject, and have tried multiple configurations. I have made it to the point of giving up on the extension, and just having a separate username and password. I want all users except myself and one other to be unprivileged, which I have already setup permissions for unprivileged users to create and comment on their tickets. I was disappointed to learn that RT does not have a self-registration page, or a bulk input for users. What I would like to do is, create CVS file with username and password, then import into mysql database. Can anyone point me in the direction of know what tables and fields need to be populated to create a user in mysql that the user will use to log into web interface of RT? We will not be utilizing the mail function and it is not an option. Why not just create users using the bin/rt utility? Example: /opt/rt4/bin/rt create -t users add Name=userName EmailAddress=email at address.com Password=password More information can be found here: http://requesttracker.wikia.com/wiki/CLI Landon Stewart : lstewart at iweb.com Lead Specialist, Abuse and Security Management Sp?cialiste principal, gestion des abus et s?curit? http://iweb.com : +1 (888) 909-4932 ________________________________ Jeremy Wilson MIS Manager 540.217.4100 ext 257 Mobile: 540.333.1418 www.androsna.com [androsnortha] The content of this e-mail (including any attachments) is strictly confidential and may be commercially sensitive. If you are not, or believe you may not be, the intended recipient, please advise the sender immediately by return e-mail, delete this e-mail and destroy any copies. -------------- next part -------------- An HTML attachment was scrubbed... URL: From lstewart at iweb.com Thu Apr 16 18:53:06 2015 From: lstewart at iweb.com (Landon Stewart) Date: Thu, 16 Apr 2015 15:53:06 -0700 Subject: [rt-users] User Authentication In-Reply-To: References: <278DEA71-DF41-4E96-9B08-696C98819D8A@iweb.com> Message-ID: <24524A6F-910F-4A39-AEBE-34330869BA28@iweb.com> On Apr 16, 2015, at 3:05 PM, Jeremy Wilson wrote: > > Yep, completely missed that. Looks like I could use the command tool to accomplish what I need. Thank you. > You're welcome. I should mention that at one place I worked at there was no way to let RT authenticate against an LDAP servce so instead I used perl to grab user data from the LDAP service to generate a "diff". The perl script used the bin/rt utility to add or remove users depending on what the diff said. If there were no new or deleted users in the diff output then there was nothing to do. Just an idea that might help... Landon Stewart : lstewart at iweb.com Lead Specialist, Abuse and Security Management Sp?cialiste principal, gestion des abus et s?curit? http://iweb.com : +1 (888) 909-4932 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 271 bytes Desc: Message signed with OpenPGP using GPGMail URL: From aaron at guise.net.nz Thu Apr 16 18:35:23 2015 From: aaron at guise.net.nz (Aaron Guise) Date: Thu, 16 Apr 2015 22:35:23 +0000 Subject: [rt-users] Ticket history view: toggle all, comments / correspondence In-Reply-To: References: Message-ID: The RT::Extension::HistoryFilter will do what you want. I use that in it's default config to minimize the noise shown in the main ticket history. All other things e.g Custom Field Changes are only viewable by the History Tab. Works really well. -- Regards, Aaron On Fri, Apr 17, 2015 at 9:06 AM Karres, Dean wrote: > Hi, > > > > We hope to replace an ancient, homegrown ticketing system with RT. There > is a feature in the old system that my boss hopes is available in RT. This > is the idea of a ?worklog?. Not every queue or ticket will require such a > thing. It might be possible that the ?Comments? in RT will suffice. Is it > possible to look a ticket?s History and see ONLY the comments? It doesn?t > look like it but I have missed other obvious stuff recently. > > > I have seen the History Filter and Brief History extensions but I do not > see how they work really. I am not sure they really apply here. I looked > at creating a custom Search that would perhaps display the concatenated > comment thread for each ticked in a queue but how to do that was not > obvious Basically is it possible to toggle the History view for a > tickets and see all the correspondence + comments; or only the > correspondence; or only the comments? > -------------- next part -------------- An HTML attachment was scrubbed... URL: From rraineyjay at gmail.com Fri Apr 17 09:36:36 2015 From: rraineyjay at gmail.com (Lorraine Johnson) Date: Fri, 17 Apr 2015 13:36:36 +0000 Subject: [rt-users] Cannot Login to RT Message-ID: Hello, I try logging into my RT and I get this error " An internal RT error has occurred. Your administrator can find more details in RT's log files." I seem not to find the RT log files. Please help -------------- next part -------------- An HTML attachment was scrubbed... URL: From skupko.sk at gmail.com Fri Apr 17 11:24:53 2015 From: skupko.sk at gmail.com (Peter Viskup) Date: Fri, 17 Apr 2015 17:24:53 +0200 Subject: [rt-users] Assets Extension 1.04 and Links Message-ID: Hi all, would like to ask you how to work with the links for asset entry. At the moment - after default installation - the search for asset links is searching in tickets only. I discovered using 'asset:' prefix I am able to link two assets. Is there some way to let that form searching in assets by default? Had a look into source code and found this: Parents: Looks like the data-autocomplete value is responsible for that. Unfortunately wasn't able to find information about it in documentation. Could anybody explain me this in more details? Thank you. -- Peter Viskup -------------- next part -------------- An HTML attachment was scrubbed... URL: From karres at illinois.edu Fri Apr 17 11:32:07 2015 From: karres at illinois.edu (Karres, Dean) Date: Fri, 17 Apr 2015 15:32:07 +0000 Subject: [rt-users] Ticket history view: toggle all, comments / correspondence Message-ID: Thanks to all, I was confused by the documentation. I was expecting to see some sort of toggle controls on the various ticket history displays that would expand/collapse or show/hide the various elements in the display. It is now clear that this is a user preference change. Cheers -------------- next part -------------- An HTML attachment was scrubbed... URL: From lstewart at iweb.com Fri Apr 17 12:32:18 2015 From: lstewart at iweb.com (Landon Stewart) Date: Fri, 17 Apr 2015 09:32:18 -0700 Subject: [rt-users] Cannot Login to RT In-Reply-To: References: Message-ID: <7B66C0BB-C1C6-4B1C-80A3-0ACC69C39AC6@iweb.com> Hi Lorraine, Before anyone can provide any useful answer to this I think we'd need more details from you. Where did you look for the log files before giving up on finding them? Did you check the RT_SiteConfig.pm file to see where logging is supposed to be going and then check there? Did you check in /var/log/* or? Usually the log for RT can be found in /opt/rt4/var/log/rt.log but your installation might be different. Landon Stewart : lstewart at iweb.com Lead Specialist, Abuse and Security Management Sp?cialiste principal, gestion des abus et s?curit? http://iweb.com : +1 (888) 909-4932 > On Apr 17, 2015, at 6:36 AM, Lorraine Johnson wrote: > > Hello, > > I try logging into my RT and I get this error > > " An internal RT error has occurred. Your administrator can find more details in RT's log files." > > I seem not to find the RT log files. Please help -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 271 bytes Desc: Message signed with OpenPGP using GPGMail URL: From sam.maher at lawsonlewisblakers.co.uk Fri Apr 17 12:37:55 2015 From: sam.maher at lawsonlewisblakers.co.uk (Sam Maher) Date: Fri, 17 Apr 2015 16:37:55 +0000 Subject: [rt-users] Cannot Login to RT In-Reply-To: References: Message-ID: Hi, Is this a fresh install or have you updated the server? If so it might be a problem with the virtual hosts. I had this problem and can't remember what I changed. I will have a dig when I'm next at a computer. Also looking in the apache logs might have the answer. Sam Sam Maher - IT Technician Lawson Lewis Blakers T: 01323 720142 F: 01323 725349 Partners: Jeremy H Sogno, Nadine M Ashford and Mark Barrett Lawson Lewis & Blakers Solicitors Authorised and Regulated by the Solicitors Regulation Authority. SRA No: 00053703 THIS E-MAIL AND ANY ATTACHED FILES ARE CONFIDENTIAL AND MAY BE LEGALLY PRIVILEGED If you are not the addressee or the intended recipient any disclosure, copying, distribution, or other use of this e-mail and attachments is strictly prohibited. If you have received this e-mail in error please notify the sender immediately and delete this e-mail. E-mail transmission cannot be guaranteed to be secure or error free as information could be intercepted, corrupted, lost, destroyed, arrive late, be incomplete or contain viruses. We do not accept liability for any errors or omissions which arise as a result of e-mail transmission. Any e-mail attachment may contain software viruses. Whilst reasonable precaution has been taken to minimise this risk, we cannot accept liability for any damage which you sustain as a result of software viruses. Lawson Lewis Blakers reserves the right to monitor or record e-mails for any purpose allowed by prevailing legislation. -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron at guise.net.nz Fri Apr 17 15:56:38 2015 From: aaron at guise.net.nz (Aaron Guise) Date: Fri, 17 Apr 2015 19:56:38 +0000 Subject: [rt-users] Cannot Login to RT In-Reply-To: References: Message-ID: Most common cause of this error I find is when I have made typo in RT_SiteConfig like forgetting a semi-colon or comma. You will need to look in the web server logs for the actual cause as others before me indicated. -- Regards, Aaron On Sat, 18 Apr 2015 at 4:37 am Sam Maher wrote: > Hi, > > Is this a fresh install or have you updated the server? > > If so it might be a problem with the virtual hosts. I had this problem and > can't remember what I changed. I will have a dig when I'm next at a > computer. > > Also looking in the apache logs might have the answer. > > Sam > > > > *Sam Maher* - IT Technician > > *Lawson Lewis BlakersT: *01323 720142 > *F: *01323 725349 > > *Partners:* Jeremy H Sogno, Nadine M Ashford and Mark Barrett > *Lawson Lewis & Blakers Solicitors* Authorised and Regulated by the > Solicitors Regulation Authority. *SRA No: 00053703* > > *THIS E-MAIL AND ANY ATTACHED FILES ARE CONFIDENTIAL AND MAY BE LEGALLY > PRIVILEGED* > If you are not the addressee or the intended recipient any disclosure, > copying, distribution, or other use of this e-mail and attachments is > strictly prohibited. > If you have received this e-mail in error please notify the sender > immediately and delete this e-mail. > > E-mail transmission cannot be guaranteed to be secure or error free as > information could be intercepted, corrupted, lost, destroyed, arrive late, > be incomplete or contain viruses. > We do not accept liability for any errors or omissions which arise as a > result of e-mail transmission. Any e-mail attachment may contain software > viruses. > Whilst reasonable precaution has been taken to minimise this risk, we > cannot accept liability for any damage which you sustain as a result of > software viruses. > > Lawson Lewis Blakers reserves the right to monitor or record e-mails for > any purpose allowed by prevailing legislation. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From indrekpaas at gmail.com Mon Apr 20 05:16:48 2015 From: indrekpaas at gmail.com (Indrek Paas) Date: Mon, 20 Apr 2015 09:16:48 +0000 Subject: [rt-users] RT 4.2.10 and ExternalAuth using LDAP Message-ID: Hi, I'm setting up an RT server on: CentOS 7.1 x64 Apache 2.4 PostgreSQL Perl v5.16.3 Trying to use ExternalAuth to LDAP (Microsoft AD) using these settings in RT_SiteConfig.pm: Plugin( "RT::Authen::ExternalAuth" ); Set( $ExternalAuthPriority, ["My_LDAP"] ); Set( $ExternalInfoPriority, ["My_LDAP"] ); Set($ExternalSettings, { 'My_LDAP' => { 'type' => 'ldap', 'server' => '1.1.1.1', 'user' => 'rtbinduser at domain.server', 'pass' => 'rtbinduserpw', 'base' => 'ou=Dom Users,ou=Company AD,dc=domain,dc=server', 'attr_match_list' => [ 'Name', 'EmailAddress', ], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'physicalDeliveryOfficeName', 'RealName' => 'cn', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co' }, }, } ); I start the RT using it's own server : /opt/rt4/sbin/rt-server --port 8080 Page loads in the browser and I can log in as root but when I try to log in using AD account I see in the logs: [warning]: Use of uninitialized value $filter in concatenation (.) or string at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm line 453. (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:451) I have been digging through google and the LDAP.pm without success. When I messed with the 'base' value error changed: [25778] [Mon Apr 20 08:55:33 2015] [warning]: Use of uninitialized value $filter in concatenation (.) or string at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm line 453. (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:451) [25778] [Mon Apr 20 08:55:33 2015] [error]: Can't call method "as_string" on an undefined value at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm line 357. Stack: [/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:357] [/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:843] [/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:885] [/opt/rt4/sbin/../lib/RT/User.pm:141] [/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:486] [/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:10] [/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Session:1] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:310] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) Any suggestions to a right direction are welcome. PS! Went with LDAP because other services on the server use it successfully. I have installed RT using Kerberos auth before but decided to use something "simpler". :D -- Indrek -------------- next part -------------- An HTML attachment was scrubbed... URL: From fleon at seguroscatatumbo.com Mon Apr 20 08:03:39 2015 From: fleon at seguroscatatumbo.com (fleon) Date: Mon, 20 Apr 2015 05:03:39 -0700 (MST) Subject: [rt-users] Suggestion regarding the extension RT-Extension-LDAPImport In-Reply-To: <1429212611132-59883.post@n7.nabble.com> References: <1429212611132-59883.post@n7.nabble.com> Message-ID: <1429531419460-59901.post@n7.nabble.com> I got contacted by Max Kosmach with a one line patch and it seems to be working, i paste his patch below, don't know if it breaks something else: --- RT/Extension/LDAPImport.pm.orig 2014-09-23 00:17:19.000000000 +0400 +++ RT/Extension/LDAPImport.pm 2015-03-11 13:21:30.161168864 +0300 @@ -386,7 +386,7 @@ sub connect_ldap { my $self = shift; - my $ldap = Net::LDAP->new($RT::LDAPHost); + my $ldap = Net::LDAP->new($RT::LDAPHost, raw => qr/(?i:^jpegPhoto|;binary)/); $self->_debug("connecting to $RT::LDAPHost"); unless ($ldap) { $self->_error("Can't connect to $RT::LDAPHost"); -- View this message in context: http://requesttracker.8502.n7.nabble.com/Suggestion-regarding-the-extension-RT-Extension-LDAPImport-tp59883p59901.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From trevor at onepost.net Mon Apr 20 08:22:40 2015 From: trevor at onepost.net (Trev) Date: Mon, 20 Apr 2015 08:22:40 -0400 Subject: [rt-users] RT 4.2.10 and ExternalAuth using LDAP In-Reply-To: References: Message-ID: Hello Indrek, I had some problems with External Auth as well. I ended up going with LDAP Import, authentication works based on LDAP credentials being imported. You have a bit more control as you can filter on groups or user names if you choose that route. I threw together a how to: http://trevthorpe.blogspot.com/2015/01/request-tracker-424-ldap-authentication.html Hope this offers some help. Thanks, Trev On Mon, Apr 20, 2015 at 5:16 AM, Indrek Paas wrote: > Hi, > > I'm setting up an RT server on: > CentOS 7.1 x64 > Apache 2.4 > PostgreSQL > Perl v5.16.3 > > Trying to use ExternalAuth to LDAP (Microsoft AD) using these settings in > RT_SiteConfig.pm: > > Plugin( "RT::Authen::ExternalAuth" ); > > Set( $ExternalAuthPriority, ["My_LDAP"] ); > Set( $ExternalInfoPriority, ["My_LDAP"] ); > > Set($ExternalSettings, { > 'My_LDAP' => { > 'type' => 'ldap', > 'server' => '1.1.1.1', > 'user' => 'rtbinduser at domain.server > ', > 'pass' => 'rtbinduserpw', > 'base' => 'ou=Dom Users,ou=Company > AD,dc=domain,dc=server', > > 'attr_match_list' => [ > 'Name', > 'EmailAddress', > ], > 'attr_map' => { > 'Name' => 'sAMAccountName', > 'EmailAddress' => 'mail', > 'Organization' => 'physicalDeliveryOfficeName', > 'RealName' => 'cn', > 'ExternalAuthId' => 'sAMAccountName', > 'Gecos' => 'sAMAccountName', > 'WorkPhone' => 'telephoneNumber', > 'Address1' => 'streetAddress', > 'City' => 'l', > 'State' => 'st', > 'Zip' => 'postalCode', > 'Country' => 'co' > }, > }, > } ); > > I start the RT using it's own server : /opt/rt4/sbin/rt-server --port 8080 > Page loads in the browser and I can log in as root but when I try to log > in using AD account I see in the logs: > > [warning]: Use of uninitialized value $filter in concatenation (.) or > string at > /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm > line 453. > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:451) > > I have been digging through google and the LDAP.pm without success. When I > messed with the 'base' value error changed: > > [25778] [Mon Apr 20 08:55:33 2015] [warning]: Use of uninitialized value > $filter in concatenation (.) or string at > /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm > line 453. > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:451) > [25778] [Mon Apr 20 08:55:33 2015] [error]: Can't call method "as_string" > on an undefined value at > /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm > line 357. > > Stack: > > [/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:357] > > [/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:843] > > [/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:885] > [/opt/rt4/sbin/../lib/RT/User.pm:141] > > [/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:486] > [/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:10] > > [/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Session:1] > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:310] > [/opt/rt4/share/html/autohandler:53] > (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) > > > Any suggestions to a right direction are welcome. > > PS! Went with LDAP because other services on the server use it > successfully. I have installed RT using Kerberos auth before but decided to > use something "simpler". :D > > -- > Indrek > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jblaine at kickflop.net Mon Apr 20 09:19:50 2015 From: jblaine at kickflop.net (Jeff Blaine) Date: Mon, 20 Apr 2015 09:19:50 -0400 Subject: [rt-users] RT 4.2.10 and ExternalAuth using LDAP In-Reply-To: References: Message-ID: <5534FCF6.2020305@kickflop.net> https://metacpan.org/pod/RT::Authen::ExternalAuth::LDAP says: filter The filter to use to match RT users. You must specify it and it must be a valid LDAP filter encased in parentheses. For example: filter => '(objectClass=*)', On 4/20/2015 5:16 AM, Indrek Paas wrote: > Hi, > > I'm setting up an RT server on: > CentOS 7.1 x64 > Apache 2.4 > PostgreSQL > Perl v5.16.3 > > Trying to use ExternalAuth to LDAP (Microsoft AD) using these settings > in RT_SiteConfig.pm: > > Plugin( "RT::Authen::ExternalAuth" ); > > Set( $ExternalAuthPriority, ["My_LDAP"] ); > Set( $ExternalInfoPriority, ["My_LDAP"] ); > > Set($ExternalSettings, { > 'My_LDAP' => { > 'type' => 'ldap', > 'server' => '1.1.1.1', > 'user' => 'rtbinduser at domain.server', > 'pass' => 'rtbinduserpw', > 'base' => 'ou=Dom Users,ou=Company > AD,dc=domain,dc=server', > > 'attr_match_list' => [ > 'Name', > 'EmailAddress', > ], > 'attr_map' => { > 'Name' => 'sAMAccountName', > 'EmailAddress' => 'mail', > 'Organization' => 'physicalDeliveryOfficeName', > 'RealName' => 'cn', > 'ExternalAuthId' => 'sAMAccountName', > 'Gecos' => 'sAMAccountName', > 'WorkPhone' => 'telephoneNumber', > 'Address1' => 'streetAddress', > 'City' => 'l', > 'State' => 'st', > 'Zip' => 'postalCode', > 'Country' => 'co' > }, > }, > } ); > > I start the RT using it's own server : /opt/rt4/sbin/rt-server --port 8080 > Page loads in the browser and I can log in as root but when I try to log > in using AD account I see in the logs: > > [warning]: Use of uninitialized value $filter in concatenation (.) or > string at > /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm > line 453. > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:451) > > I have been digging through google and the LDAP.pm without success. When > I messed with the 'base' value error changed: > > [25778] [Mon Apr 20 08:55:33 2015] [warning]: Use of uninitialized value > $filter in concatenation (.) or string at > /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm > line 453. > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:451) > [25778] [Mon Apr 20 08:55:33 2015] [error]: Can't call method > "as_string" on an undefined value at > /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm > line 357. > > Stack: > > [/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:357] > > [/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:843] > > [/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:885] > [/opt/rt4/sbin/../lib/RT/User.pm:141] > > [/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:486] > [/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:10] > > [/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Session:1] > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:310] > [/opt/rt4/share/html/autohandler:53] > (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) > > > Any suggestions to a right direction are welcome. > > PS! Went with LDAP because other services on the server use it > successfully. I have installed RT using Kerberos auth before but decided > to use something "simpler". :D > > -- > Indrek -- Jeff Blaine kickflop.net PGP/GnuPG Key ID: 0x0C8EDD02 From indrekpaas at gmail.com Mon Apr 20 10:32:26 2015 From: indrekpaas at gmail.com (Indrek Paas) Date: Mon, 20 Apr 2015 14:32:26 +0000 Subject: [rt-users] RT 4.2.10 and ExternalAuth using LDAP In-Reply-To: <5534FCF6.2020305@kickflop.net> References: <5534FCF6.2020305@kickflop.net> Message-ID: Hi, messing with the filter => '(objectClass=*)', gave me FAILED LOGIN as did =person. Then tested the LDAP Import plugin and it worked. Now I need to see about AD user permissions (create tickets etc). Thank you for the suggestions and thank you Trev for making it more understandable. Your configuration helped me understand other needed values as well. Regards, --Indrek On Mon, Apr 20, 2015 at 4:19 PM Jeff Blaine wrote: > https://metacpan.org/pod/RT::Authen::ExternalAuth::LDAP > > says: > > filter > > The filter to use to match RT users. You must specify > it and it must be a valid LDAP filter encased in parentheses. > > For example: > > filter => '(objectClass=*)', > > On 4/20/2015 5:16 AM, Indrek Paas wrote: > > Hi, > > > > I'm setting up an RT server on: > > CentOS 7.1 x64 > > Apache 2.4 > > PostgreSQL > > Perl v5.16.3 > > > > Trying to use ExternalAuth to LDAP (Microsoft AD) using these settings > > in RT_SiteConfig.pm: > > > > Plugin( "RT::Authen::ExternalAuth" ); > > > > Set( $ExternalAuthPriority, ["My_LDAP"] ); > > Set( $ExternalInfoPriority, ["My_LDAP"] ); > > > > Set($ExternalSettings, { > > 'My_LDAP' => { > > 'type' => 'ldap', > > 'server' => '1.1.1.1', > > 'user' => 'rtbinduser at domain.server > ', > > 'pass' => 'rtbinduserpw', > > 'base' => 'ou=Dom Users,ou=Company > > AD,dc=domain,dc=server', > > > > 'attr_match_list' => [ > > 'Name', > > 'EmailAddress', > > ], > > 'attr_map' => { > > 'Name' => 'sAMAccountName', > > 'EmailAddress' => 'mail', > > 'Organization' => 'physicalDeliveryOfficeName', > > 'RealName' => 'cn', > > 'ExternalAuthId' => 'sAMAccountName', > > 'Gecos' => 'sAMAccountName', > > 'WorkPhone' => 'telephoneNumber', > > 'Address1' => 'streetAddress', > > 'City' => 'l', > > 'State' => 'st', > > 'Zip' => 'postalCode', > > 'Country' => 'co' > > }, > > }, > > } ); > > > > I start the RT using it's own server : /opt/rt4/sbin/rt-server --port > 8080 > > Page loads in the browser and I can log in as root but when I try to log > > in using AD account I see in the logs: > > > > [warning]: Use of uninitialized value $filter in concatenation (.) or > > string at > > > /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm > > line 453. > > > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:451) > > > > I have been digging through google and the LDAP.pm without success. When > > I messed with the 'base' value error changed: > > > > [25778] [Mon Apr 20 08:55:33 2015] [warning]: Use of uninitialized value > > $filter in concatenation (.) or string at > > > /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm > > line 453. > > > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:451) > > [25778] [Mon Apr 20 08:55:33 2015] [error]: Can't call method > > "as_string" on an undefined value at > > > /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm > > line 357. > > > > Stack: > > > > > [/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:357] > > > > > [/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:843] > > > > > [/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:885] > > [/opt/rt4/sbin/../lib/RT/User.pm:141] > > > > > [/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:486] > > [/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:10] > > > > > [/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Session:1] > > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:310] > > [/opt/rt4/share/html/autohandler:53] > > (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) > > > > > > Any suggestions to a right direction are welcome. > > > > PS! Went with LDAP because other services on the server use it > > successfully. I have installed RT using Kerberos auth before but decided > > to use something "simpler". :D > > > > -- > > Indrek > > -- > Jeff Blaine > kickflop.net > PGP/GnuPG Key ID: 0x0C8EDD02 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From sam.maher at lawsonlewisblakers.co.uk Tue Apr 21 05:04:10 2015 From: sam.maher at lawsonlewisblakers.co.uk (Sam Maher) Date: Tue, 21 Apr 2015 09:04:10 +0000 Subject: [rt-users] RT 4.2.10 Command By Email Message-ID: Hi All, We have command by email up and running but when I change the status of a ticket it doesn't trigger the script. E.g When I resolve a ticket via an email the auto replies are not generated to the requestors and admin CCs. Thanks, Sam Sam Maher - IT Technician Lawson Lewis Blakers T: 01323 720142 F: 01323 725349 Partners: Jeremy H Sogno, Nadine M Ashford and Mark Barrett Lawson Lewis & Blakers Solicitors Authorised and Regulated by the Solicitors Regulation Authority. SRA No: 00053703 THIS E-MAIL AND ANY ATTACHED FILES ARE CONFIDENTIAL AND MAY BE LEGALLY PRIVILEGED If you are not the addressee or the intended recipient any disclosure, copying, distribution, or other use of this e-mail and attachments is strictly prohibited. If you have received this e-mail in error please notify the sender immediately and delete this e-mail. E-mail transmission cannot be guaranteed to be secure or error free as information could be intercepted, corrupted, lost, destroyed, arrive late, be incomplete or contain viruses. We do not accept liability for any errors or omissions which arise as a result of e-mail transmission. Any e-mail attachment may contain software viruses. Whilst reasonable precaution has been taken to minimise this risk, we cannot accept liability for any damage which you sustain as a result of software viruses. Lawson Lewis Blakers reserves the right to monitor or record e-mails for any purpose allowed by prevailing legislation. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ian.mcnaught at majancollege.edu.om Wed Apr 22 03:09:39 2015 From: ian.mcnaught at majancollege.edu.om (Mr. Ian Mc Naught) Date: Wed, 22 Apr 2015 11:09:39 +0400 Subject: [rt-users] Articles only inserting for root user Message-ID: Hi I've just started setting up Articles for one queue. They work fine for root user, they can be selected from the drop down box when replying to a ticket and they insert into the content field perfectly. However, now I've started trying it with non-root users, and although they can see and select the articles from the drop down box, when they select it, nothing is inserted into the content. I have checked permissions multiple times, and everything seems ok. The article class applies to the relevant queue and the relevant user group has view rights for the class and custom fields contained in the article. When I check the rt log, I can see the following errors: > Use of uninitialized value $formatted_article in substitution (s///) at > /usr/share/request-tracker4/html/Articles/Elements/IncludeArticle line 90. I only see this error after trying to insert an article as a queue user, the message is not generated when I insert the article as root user. Can anyone shed any light on this? Thanks Ian -- Majan College (University College) P.O. Box 710, Postal Code 112, Ruwi Sultanate of Oman Switchboard: +968 24730400 Fax: +968 24730490 Find us: Website | Linkedin | Facebook | Twitter *Ranked No.1 Private College in Oman - "Oman Observer Survey Oct.2011"* -- This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. Majan College (University College) therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission -------------- next part -------------- An HTML attachment was scrubbed... URL: From toleary at wth.com Wed Apr 22 08:56:58 2015 From: toleary at wth.com (Terry O'Leary) Date: Wed, 22 Apr 2015 12:56:58 +0000 Subject: [rt-users] Multiple ticket issue using RT and Fetchmail Message-ID: Hello, We are currently running RT 4.0.12 along with fetchmail 6.3.18 6.3.18+GSS+NTLM+SDPS+SSL+NLS+KRB5 and are getting an issue that causes RT to create multiple tickets sometimes. We are using fetchmail to get the emails from our exchange server. There isn't much in the fetchmail log when this happens and RT seems to be running fine. Here is an example of the fetchmail log: fetchmail: No mail for teamone at ####.corp.####.com fetchmail: No mail for teamone-comments at ####.corp.####.com 1 message for teamtwo at ####.corp.####.com reading message teamtwo@####.corp.####.com:1 of 1 (1235 header octets) (3052643 body octets) not flushed fetchmail: No mail for teamtwo-comments at ####.corp.####.com fetchmail: No mail for teamthree at ####.corp.####.com fetchmail: No mail for teamthree-comments at ####.corp.####.com fetchmail: No mail for teamfour at ####.corp.####.com fetchmail: No mail for teamfour-comments at ####.corp.####.com Sometimes the email eventually flushes, but sometimes it doesn't and we have to remove the email from the inbox of the account. We currently have a cron job running every minute to run fetchmail. What happens here is when the email does not flush, RT still gets the content and creates the ticket, but the email is not removed from the inbox. Then when the corn runs again fetchmail again picks up the email sends it to RT mailgate, but is unable to flush the email out of the inbox again. This seems to have started happening either when we updated our exchange servers or when we made a minor upgrade of RT from 4.0.6 to 4.0.12. Any input would be greatly appreciated! Thank You, Terry O'Leary| Software Release Engineering Manager | IT Department | World Travel Holdings | t 617-587-6268 -(internal X76268) | c 339-927-5843 | f 617-587-6359 100 Fordham Rd. Building C | Wilmington | MA | 01887 | AIM: Teeo75 | www.WorldTravelHoldings.com [wth.gif] [50Most.gif] -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.gif Type: image/gif Size: 9487 bytes Desc: image001.gif URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image002.gif Type: image/gif Size: 7687 bytes Desc: image002.gif URL: From np121 at hotmail.com Wed Apr 22 14:12:27 2015 From: np121 at hotmail.com (Nick Price) Date: Wed, 22 Apr 2015 18:12:27 +0000 Subject: [rt-users] rt 2.4.10 Message-ID: I am using fedora 20 fcgi and apache 2.4 if I use from the server /opt/rt4/sbin/rt-server --port 8080 and access rt on the same server using url "localhost:8080" it works. I cant get it to by logging in from another pc. I have been told that the documentation shipped with 2.4.10 isn't OK to use with apache 2.4 Does anyone have any install and web configuration for apache 2.4. and fcgi on fedora 20 Also are there any other modules that need to be changed many thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Wed Apr 22 16:16:41 2015 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 22 Apr 2015 16:16:41 -0400 Subject: [rt-users] rt 2.4.10 In-Reply-To: References: Message-ID: <20150422161641.4dcc0127@umgah.localdomain> On Wed, 22 Apr 2015 18:12:27 +0000 Nick Price wrote: > I have been told that the documentation shipped with 4.2.10 isn't OK to > use with apache 2.4 The upcoming 4.2.11 documentation has been extended to provide a configuration that works on Apache 2.0, 2.2, and 2.4. Until the documentation on https://docs.bestpractical.com/ is updated with the information from the release, you can read the documentation directly from git: https://github.com/bestpractical/rt/blob/stable/docs/web_deployment.pod#apache - Alex From np121 at hotmail.com Wed Apr 22 17:22:56 2015 From: np121 at hotmail.com (Nick price) Date: Wed, 22 Apr 2015 23:22:56 +0200 Subject: [rt-users] rt 2.4.10 In-Reply-To: <20150422161641.4dcc0127@umgah.localdomain> References: <20150422161641.4dcc0127@umgah.localdomain> Message-ID: When will 4.2.11 be released -----Original Message----- From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alex Vandiver Sent: Wednesday, April 22, 2015 22:17 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] rt 2.4.10 On Wed, 22 Apr 2015 18:12:27 +0000 Nick Price wrote: > I have been told that the documentation shipped with 4.2.10 isn't OK > to use with apache 2.4 The upcoming 4.2.11 documentation has been extended to provide a configuration that works on Apache 2.0, 2.2, and 2.4. Until the documentation on https://docs.bestpractical.com/ is updated with the information from the release, you can read the documentation directly from git: https://github.com/bestpractical/rt/blob/stable/docs/web_deployment.pod#apac he - Alex From alexmv at bestpractical.com Wed Apr 22 20:05:02 2015 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 22 Apr 2015 20:05:02 -0400 Subject: [rt-users] rt 2.4.10 In-Reply-To: References: <20150422161641.4dcc0127@umgah.localdomain> Message-ID: <20150422200502.0c2e5c8e@umgah.localdomain> On Wed, 22 Apr 2015 23:22:56 +0200 Nick price wrote: > When will 4.2.11 be released We hope to get a release candidate out the door this week. To be clear, however, 4.2.11 is not necessary to run on Apache 2.4 -- the documentation is the only piece that was updated in that regard. The configuration instructions I linked to earlier will work just fine on any version of 4.2. - Alex From skupko.sk at gmail.com Thu Apr 23 02:53:34 2015 From: skupko.sk at gmail.com (Peter Viskup) Date: Thu, 23 Apr 2015 08:53:34 +0200 Subject: [rt-users] Assets Extension 1.04 and Links In-Reply-To: References: Message-ID: Anyone who can help me understand the links in RT and the way "autosearch" works and/or is configurable? Thank you. -- Peter On Fri, Apr 17, 2015 at 5:24 PM, Peter Viskup wrote: > Hi all, > would like to ask you how to work with the links for asset entry. > At the moment - after default installation - the search for asset links is > searching in tickets only. I discovered using 'asset:' prefix I am able to > link two assets. Is there some way to let that form searching in assets by > default? > Had a look into source code and found this: > > > Parents: > > data-autocomplete="Tickets" data-autocomplete-multiple="1" > data-autocomplete-exclude="2"/> > > Looks like the data-autocomplete value is responsible for that. > Unfortunately wasn't able to find information about it in documentation. > Could anybody explain me this in more details? > Thank you. > > -- > Peter Viskup > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Johan.Sundstrom at vbm.se Thu Apr 23 07:35:12 2015 From: Johan.Sundstrom at vbm.se (=?iso-8859-1?Q?Johan_Sundstr=F6m?=) Date: Thu, 23 Apr 2015 11:35:12 +0000 Subject: [rt-users] Script for AutoResolving after X days? Message-ID: Hi! I would like to be able to auto-resolve tickets i have replyied to if i dont get a response from the user in X days. Anyone know of a script to make this happen? I looked on the contributions-page but could not find anything suitable.. Best Wishes Johan Sundstr?m / IT-Ansvarig 090-163951 V?sterbottens museum www.vbm.se -------------- next part -------------- An HTML attachment was scrubbed... URL: From sally.ainsley at lifecycle-software.com Thu Apr 23 07:56:18 2015 From: sally.ainsley at lifecycle-software.com (Sally Ainsley) Date: Thu, 23 Apr 2015 12:56:18 +0100 Subject: [rt-users] Script for AutoResolving after X days? Message-ID: <020301d07dbc$82e454b0$88acfe10$@lifecycle-software.com> Hi Johan I don?t know how to do this but I would be interested also ? however I think you would want to have a specific ?STATUS? e.g. Awaiting Closure for this otherwise you may get tickets closed when you were in a correspondence trail with a customer. Sally Sally Ainsley | Lifecycle Software | From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Johan Sundstr?m Sent: 23 April 2015 12:35 To: rt-users at lists.bestpractical.com Subject: [rt-users] Script for AutoResolving after X days? Hi! I would like to be able to auto-resolve tickets i have replyied to if i dont get a response from the user in X days. Anyone know of a script to make this happen? I looked on the contributions-page but could not find anything suitable.. Best Wishes Johan Sundstr?m / IT-Ansvarig 090-163951 V?sterbottens museum www.vbm.se -------------- next part -------------- An HTML attachment was scrubbed... URL: From Johan.Sundstrom at vbm.se Thu Apr 23 08:01:25 2015 From: Johan.Sundstrom at vbm.se (=?iso-8859-1?Q?Johan_Sundstr=F6m?=) Date: Thu, 23 Apr 2015 12:01:25 +0000 Subject: [rt-users] Script for AutoResolving after X days? In-Reply-To: <020301d07dbc$82e454b0$88acfe10$@lifecycle-software.com> References: <020301d07dbc$82e454b0$88acfe10$@lifecycle-software.com> Message-ID: True.. If i could set a status when I'm done, and "maybe" the user is going to respond, but not sure, that would be best. Possible scenario now is: 1: I receive ticket. 2: I fix the problem 3: notify user 4: I resolve ticket 5: User reply, "Thanks!" 6: Ticket re-opens. 7: I have to resolve it again.. So, some kind of auto-resolve after X days if status it set to X would definitely be nice! /J Johan Sundstr?m / IT-Ansvarig 090-163951 V?sterbottens museum www.vbm.se Fr?n: Sally Ainsley > Datum: torsdag den 23 april 2015 v.17 13:56 Till: Johan Sundstr?m >, "rt-users at lists.bestpractical.com" > ?mne: RE: [rt-users] Script for AutoResolving after X days? Hi Johan I don't know how to do this but I would be interested also - however I think you would want to have a specific 'STATUS' e.g. Awaiting Closure for this otherwise you may get tickets closed when you were in a correspondence trail with a customer. Sally Sally Ainsley | Lifecycle Software | From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Johan Sundstr?m Sent: 23 April 2015 12:35 To: rt-users at lists.bestpractical.com Subject: [rt-users] Script for AutoResolving after X days? Hi! I would like to be able to auto-resolve tickets i have replyied to if i dont get a response from the user in X days. Anyone know of a script to make this happen? I looked on the contributions-page but could not find anything suitable.. Best Wishes Johan Sundstr?m / IT-Ansvarig 090-163951 V?sterbottens museum www.vbm.se -------------- next part -------------- An HTML attachment was scrubbed... URL: From jvdwege at xs4all.nl Thu Apr 23 08:18:30 2015 From: jvdwege at xs4all.nl (Joop van de Wege) Date: Thu, 23 Apr 2015 14:18:30 +0200 Subject: [rt-users] Script for AutoResolving after X days? In-Reply-To: References: Message-ID: "Johan Sundstr?m" schreef op 23 april 2015 13:35:12 CEST: >Hi! > >I would like to be able to auto-resolve tickets i have replyied to if i >dont get a response from the user in X days. Anyone know of a script to >make this happen? >I looked on the contributions-page but could not find anything >suitable.. > Have a look at rt-crontool. There are a couple of nice examples on the bestpractical website in the docs section about automating RT. Joop From Johan.Sundstrom at vbm.se Thu Apr 23 08:25:01 2015 From: Johan.Sundstrom at vbm.se (=?iso-8859-1?Q?Johan_Sundstr=F6m?=) Date: Thu, 23 Apr 2015 12:25:01 +0000 Subject: [rt-users] Cannot get JumpToFrontPageOnTicketResolve to work. Message-ID: I have followed this: http://requesttracker.wikia.com/wiki/JumpToFrontPageOnTicketResolve See attachment for my conf. But nothing is happening when i resolve a ticket. If i check the source of the page after a resolve, the meta-string is not inserted at all. Using RT 4.2.10, is this script not compatible? Regards Johan Sundstr?m / IT-Ansvarig V?sterbottens museum www.vbm.se -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Sk?rmavbild 2015-04-23 kl. 14.21.27.png Type: image/png Size: 81112 bytes Desc: Sk?rmavbild 2015-04-23 kl. 14.21.27.png URL: From torsten.brumm at Kuehne-Nagel.com Thu Apr 23 08:54:14 2015 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham GI-ID) Date: Thu, 23 Apr 2015 12:54:14 +0000 Subject: [rt-users] Assets for RT (RT::Extension:Assets) - Help with perl script In-Reply-To: <5528021F.3030906@easter-eggs.com> References: <5528021F.3030906@easter-eggs.com> Message-ID: <524815224EA2F649982D6A7BCD53BDFE22DA2B32@DCEEXMBX02.ger.win.int.kn> Hi Emmanuel, not sure if you already fixed your Problem, here is a possible Solution: https://github.com/tbrumm/rt-extension-assets/blob/master/lib/RT/CustomFieldValues/Assets.pm Torsten Von: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Emmanuel Lacour Gesendet: Freitag, 10. April 2015 19:02 An: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] Assets for RT (RT::Extension:Assets) - Help with perl script Le 10/04/2015 13:06, Carl van Litsenborgh a ?crit : I have a standard installation of RT4 with the extension RT::Extension:Assets added. I wrote a perl script (based on the many examples on the RT WIKI contributions pages) to scan through all open tickets reporting (in HTML) certain key performance indicators for me. I would like to extend this perl script to ALSO scan through all ?assets? in my RT database and to report on the content of a certain asset custom field (call it Asset_Status). I have searched the mailing lists and internet for some guidance, but found none. Can someone please help me (or guide me) with a perl code snippet showing the basics of how to loop (in perl API) through all assets in RT, and to extract the information (text field) of s specific custom field assigned to all assets to get me started. something like: my $Catalog = RT::Catalog->new( RT->SystemUser ); $Catalog->Load('Informatique'); my $Assets = RT::Assets->new( RT->SystemUser ); $Assets->LimitCatalog(VALUE => $Catalog->id); my $CustomField = RT::CustomField->new( RT->SystemUser ); $CustomField->LoadByName( Name => 'Marque', LookupType => 'RT::Catalog-RT::Asset' ); $Assets->LimitCustomField( CUSTOMFIELD => $CustomField->id, VALUE => 'CANON' ); print "Found: ".$Assets->Count." asset(s)\n"; while (my $Asset = $Assets->Next) { print "Found asset number: ".$Asset->id."\n"; } -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com K?hne + Nagel (AG & Co.) KG Rechtsform: Kommanditgesellschaft, Bremen HRA 21928, USt-IdNr.: DE 812773878. Gesch?ftsleitung K?hne + Nagel (AG & Co.) KG: Reiner Heiken (Vors.), Dirk Blesius, Martin Brinkmann, Holger Ketz, Jan-Hendrik K?stergarten, Christian Solf, Lars Wedel, Jens Wollesen. Pers?nlich haftende Gesellschafterin: K?hne & Nagel A.G., Rechtsform: Aktiengesellschaft nach luxemburgischem Recht, HR-Nr.: B 18745, Gesch?ftsf?hrendes Verwaltungsratsmitglied: Karl Gernandt. Gesch?ftsleitung Region Westeuropa: Yngve Ruud (Vors.), Richard Huhn, Bj?rn Johansson, Jan Kunze, Bruno Mang, Stefan Paul, Holger Ketz, Dominic Edmonds. Wir arbeiten ausschlie?lich auf Grundlage der Allgemeinen Deutschen Spediteursbedingungen (ADSp), jeweils neuester Fassung. Wir verweisen insbesondere auf die vom Gesetz abweichenden Haftungsbeschr?nkungen von Ziffer 23 und 24 ADSp. Den vollst?ndigen Text der ADSp ?bersenden wir Ihnen gerne auf Anfrage und k?nnen Sie auch unter http://www.kuehne-nagel.com einsehen. Erg?nzend wird vereinbart, dass (1) Ziffer 27 ADSp im Rahmen internationaler ?bereinkommen weder unsere Haftung noch die Zurechnung des Verschuldens von Leuten und sonstigen Dritten zu Gunsten des Auftraggebers erweitert, und (2) wir in den im deutschen Seehandelsrecht aufgef?hrten F?llen des nautischen Verschuldens oder Feuer an Bord nur f?r eigenes Verschulden und (3) im Sinne der CMNI genannten Voraussetzungen nicht f?r nautisches Verschulden, Feuer an Bord oder M?ngel des Schiffes haften. -------------- next part -------------- An HTML attachment was scrubbed... URL: From abdelmalekboubarnous at student.emi.ac.ma Thu Apr 23 14:14:57 2015 From: abdelmalekboubarnous at student.emi.ac.ma (ABD EL MALEK BOUBARNOUS) Date: Thu, 23 Apr 2015 19:14:57 +0100 Subject: [rt-users] RT rights Message-ID: Hi everyone, I would like to know how to enable an unprivileged user to be assigned tickets. Although I'm giving the 'OwnTicket' right to the unprivileged group I can't see the name of the unprivileged user in dropdown list for theowner field when creating a new ticket. can you please tell what I did wrong Thanks in advance, -------------- next part -------------- An HTML attachment was scrubbed... URL: From hamzaaboulanouar at student.emi.ac.ma Thu Apr 23 17:36:26 2015 From: hamzaaboulanouar at student.emi.ac.ma (HAMZA ABOULANOUAR) Date: Thu, 23 Apr 2015 22:36:26 +0100 Subject: [rt-users] Giving the right "OwnTicket" to the unprivileged group Message-ID: Hello everyone, I'm using RT 4.2, and I have two question? The first question : Please, is it possible that a user can own tickets knowing that he belongs to the group unprivileged and I give the right "OwnTicket" to the group unprivileged. My problem: when i would like to chose this user in a ticket I don't find it in the list box of owners. The second question: when I'm logging with this unprivileged user in the self-service UI, I can watch other's tickets even if I'm not the owner, please is there a solution where the unprivileged user can see just tickets where he is the owner. please help me I'm blocked in my project; Thanks a lot, yours sincerely. -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron at guise.net.nz Thu Apr 23 17:44:22 2015 From: aaron at guise.net.nz (Aaron Guise) Date: Thu, 23 Apr 2015 21:44:22 +0000 Subject: [rt-users] RT rights In-Reply-To: References: Message-ID: I am pretty sure that owners must be privileged. Just owning the ticket is not very useful. The owner should operate on the ticket eg change status which requires further rights. Unsure why an unprivileged user should need to be a ticket owner anyway. I have never encountered such a use case. Maybe you can provide some more detail around what you are trying to achieve. -- Regards, Aaron On Fri, 24 Apr 2015 at 6:14 am ABD EL MALEK BOUBARNOUS < abdelmalekboubarnous at student.emi.ac.ma> wrote: > Hi everyone, > > I would like to know how to enable an unprivileged user to > be assigned tickets. > > Although I'm giving the 'OwnTicket' right to the unprivileged group I > can't see the name of the unprivileged user in dropdown list for theowner > field when creating a new ticket. can you please tell what I did wrong > > Thanks in advance, > -------------- next part -------------- An HTML attachment was scrubbed... URL: From abdelmalekboubarnous at student.emi.ac.ma Thu Apr 23 18:03:08 2015 From: abdelmalekboubarnous at student.emi.ac.ma (ABD EL MALEK BOUBARNOUS) Date: Thu, 23 Apr 2015 23:03:08 +0100 Subject: [rt-users] RT rights In-Reply-To: References: Message-ID: Thank you Aaron for your answer, Actually I'm trying to make a user see its owned tickets only (and not access the other tickets existing in the queue), beside to be able to respond to them and modify their status. Regards, Abdelmalek 2015-04-23 22:44 GMT+01:00 Aaron Guise : > I am pretty sure that owners must be privileged. Just owning the ticket is > not very useful. The owner should operate on the ticket eg change status > which requires further rights. > > Unsure why an unprivileged user should need to be a ticket owner anyway. I > have never encountered such a use case. > > Maybe you can provide some more detail around what you are trying to > achieve. > > -- > Regards, > > Aaron > > On Fri, 24 Apr 2015 at 6:14 am ABD EL MALEK BOUBARNOUS < > abdelmalekboubarnous at student.emi.ac.ma> wrote: > >> Hi everyone, >> >> I would like to know how to enable an unprivileged user to >> be assigned tickets. >> >> Although I'm giving the 'OwnTicket' right to the unprivileged group I >> can't see the name of the unprivileged user in dropdown list for theowner >> field when creating a new ticket. can you please tell what I did wrong >> >> Thanks in advance, >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From abdelmalekboubarnous at student.emi.ac.ma Fri Apr 24 04:47:44 2015 From: abdelmalekboubarnous at student.emi.ac.ma (ABD EL MALEK BOUBARNOUS) Date: Fri, 24 Apr 2015 09:47:44 +0100 Subject: [rt-users] User have right to see tickets of which they are owners Message-ID: Hello everyone, I would like to restrict access for some users so they can see only tickets of which they are owners, does anyone have an idea on how to do this ? Thanks in advance, -------------- next part -------------- An HTML attachment was scrubbed... URL: From rmouneyres at free.fr Sun Apr 26 11:33:53 2015 From: rmouneyres at free.fr (=?iso-8859-1?Q?Rapha=EBl_Mouneyres?=) Date: Sun, 26 Apr 2015 17:33:53 +0200 Subject: [rt-users] SelfService mobile interface ? Message-ID: Hello, I have a running instance of RT 4.2.10 on a Bananian board (Respberry Pi style) under Debian. The mobile interface works great for privileged users, but the SelfService still shows the standard desktop one. As the mobile interface is able to show search results and ticket essential informations, i guess it is technically possible. So has anybody done that ? maybe it needs some URL rewriting ? Thanks Rapha?l From abdelmalekboubarnous at student.emi.ac.ma Mon Apr 27 06:14:29 2015 From: abdelmalekboubarnous at student.emi.ac.ma (ABD EL MALEK BOUBARNOUS) Date: Mon, 27 Apr 2015 11:14:29 +0100 Subject: [rt-users] How to make a field mandatory Message-ID: Hello everyone, I would like to know how to make a field mandatory in RT, custom field for instance. Thanks in advance, -------------- next part -------------- An HTML attachment was scrubbed... URL: From sally.ainsley at lifecycle-software.com Mon Apr 27 06:29:33 2015 From: sally.ainsley at lifecycle-software.com (Sally Ainsley) Date: Mon, 27 Apr 2015 11:29:33 +0100 Subject: [rt-users] How to make a field mandatory In-Reply-To: References: Message-ID: <08d101d080d5$0e2e0230$2a8a0690$@lifecycle-software.com> When setting up a Custom Field there is a section called VALIDATION ? you can make a field mandatory there. Regards Sally Ainsley | Lifecycle Software | From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of ABD EL MALEK BOUBARNOUS Sent: 27 April 2015 11:14 To: rt-users at lists.bestpractical.com Subject: [rt-users] How to make a field mandatory Hello everyone, I would like to know how to make a field mandatory in RT, custom field for instance. Thanks in advance, -------------- next part -------------- An HTML attachment was scrubbed... URL: From abdelmalekboubarnous at student.emi.ac.ma Mon Apr 27 06:36:04 2015 From: abdelmalekboubarnous at student.emi.ac.ma (ABD EL MALEK BOUBARNOUS) Date: Mon, 27 Apr 2015 11:36:04 +0100 Subject: [rt-users] How to make a field mandatory In-Reply-To: <08d101d080d5$0e2e0230$2a8a0690$@lifecycle-software.com> References: <08d101d080d5$0e2e0230$2a8a0690$@lifecycle-software.com> Message-ID: Thank you Sally for your answer, When chosing (?#Mandatory) as a value in the VALIDATION section of the custom field, it actually become mandatory, but the message that appears in the form says something like that : Field must match the mandary field, Is there a possibility to customise that message to be some like 'Mandatory field' Best regards, 2015-04-27 11:29 GMT+01:00 Sally Ainsley < sally.ainsley at lifecycle-software.com>: > When setting up a Custom Field there is a section called VALIDATION ? you > can make a field mandatory there. > > > > Regards > > > > Sally Ainsley | Lifecycle Software | > > > > *From:* rt-users [mailto:rt-users-bounces at lists.bestpractical.com] *On > Behalf Of *ABD EL MALEK BOUBARNOUS > *Sent:* 27 April 2015 11:14 > *To:* rt-users at lists.bestpractical.com > *Subject:* [rt-users] How to make a field mandatory > > > > Hello everyone, > > I would like to know how to make a field mandatory in RT, custom field for > instance. > > Thanks in advance, > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jblaine at kickflop.net Mon Apr 27 08:07:10 2015 From: jblaine at kickflop.net (Jeff Blaine) Date: Mon, 27 Apr 2015 08:07:10 -0400 Subject: [rt-users] How to make a field mandatory In-Reply-To: References: <08d101d080d5$0e2e0230$2a8a0690$@lifecycle-software.com> Message-ID: <553E266E.8000408@kickflop.net> See http://blog.bestpractical.com/2013/03/new-rt-extension-for-making-fields-mandatory-on-status-transitions.html On 4/27/2015 6:36 AM, ABD EL MALEK BOUBARNOUS wrote: > Thank you Sally for your answer, > > When chosing (?#Mandatory) as a value in the VALIDATION section of the > custom field, it actually become mandatory, but the message that appears > in the form says something like that : Field must match the mandary field, > Is there a possibility to customise that message to be some like > 'Mandatory field' > > Best regards, > > 2015-04-27 11:29 GMT+01:00 Sally Ainsley > >: > > When setting up a Custom Field there is a section called VALIDATION > ? you can make a field mandatory there.____ > > __ __ > > Regards____ > > __ __ > > Sally Ainsley | Lifecycle Software |____ > > __ __ > > *From:*rt-users [mailto:rt-users-bounces at lists.bestpractical.com > ] *On Behalf Of > *ABD EL MALEK BOUBARNOUS > *Sent:* 27 April 2015 11:14 > *To:* rt-users at lists.bestpractical.com > > *Subject:* [rt-users] How to make a field mandatory____ > > __ __ > > Hello everyone, > > I would like to know how to make a field mandatory in RT, custom > field for instance. > > Thanks in advance,____ > > -- Jeff Blaine kickflop.net PGP/GnuPG Key ID: 0x0C8EDD02 From abdelmalekboubarnous at student.emi.ac.ma Mon Apr 27 08:55:21 2015 From: abdelmalekboubarnous at student.emi.ac.ma (ABD EL MALEK BOUBARNOUS) Date: Mon, 27 Apr 2015 13:55:21 +0100 Subject: [rt-users] Editing the translation Message-ID: Hi everyone, I am using RT 4.2.9 with the frensh translation and I would like to know witch file I should edit to modify some expressions in the translation with the ones I like. Thanks in advance, -------------- next part -------------- An HTML attachment was scrubbed... URL: From skupko.sk at gmail.com Mon Apr 27 10:49:00 2015 From: skupko.sk at gmail.com (Peter Viskup) Date: Mon, 27 Apr 2015 16:49:00 +0200 Subject: [rt-users] Editing the translation In-Reply-To: References: Message-ID: Should work to copy file /opt/rt4/share/po/fr.po to /opt/rt4/local/po/ and edit the local copy. -- Peter On Mon, Apr 27, 2015 at 2:55 PM, ABD EL MALEK BOUBARNOUS < abdelmalekboubarnous at student.emi.ac.ma> wrote: > Hi everyone, > > I am using RT 4.2.9 with the frensh translation and I would like to know > witch file I should edit to modify some expressions in the translation > with the ones I like. > > > Thanks in advance, > -------------- next part -------------- An HTML attachment was scrubbed... URL: From c-gilmore at northwestern.edu Mon Apr 27 11:42:25 2015 From: c-gilmore at northwestern.edu (Christopher Gilmore) Date: Mon, 27 Apr 2015 15:42:25 +0000 Subject: [rt-users] Optimization for Outlook HTML Message-ID: <57517a3fd5e54e7089135e1d6894addb@evcspmbx04.ads.northwestern.edu> We've recently upgraded RT from the version in our old distro (3.8.7) to 4.2.10 (incidentally moving from Ubuntu 10.04 to 14.04). First things first: Plain text messaging is flawless. Set $PreferRichText to 0 and use the plain text templates, everything just works. We were using plain text on the old install, and we're ok with keeping it indefinitely. We're a small IT group within the University. The University became an Exchange shop a few years ago, so 90% of our clients are using Outlook 2010 or 2013. Set $PreferRichText to 1, enable the HTML templates, and the Outlook HTML becomes obvious by way of the extra blank lines in both the outgoing email messages and when viewing tickets through the web interface. I'm well aware of the cause - Outlook uses paragraphs (

) instead of line breaks (
) when the user hits Enter. I'm aware of the multiple methods to correct for this on the client side; unfortunately, we're not in a position to mandate how people compose email. Has anyone been able to sanitize Outlook HTML to eliminate the extra whitespace? Either through RT itself or by manipulating the message via procmail prior to handing it to rt-mailgate? $CheckMoreMSMailHeaders doesn't help since the problem is in the HTML rather than the plain text. Likewise, I installed and tried all the HTML parsers (explicitly setting $HTMLFormatter) without success, presumably because that's for converting HTML to plain. I also tried installing HTML::Gumbo, just in case the HTML sanitization applied to more than just tables. Thanks in advance for any tips for handling this! From jvdwege at xs4all.nl Tue Apr 28 04:22:04 2015 From: jvdwege at xs4all.nl (Joop) Date: Tue, 28 Apr 2015 10:22:04 +0200 Subject: [rt-users] Sorting of QuickSearch widget Message-ID: <553F432C.2070904@xs4all.nl> Hi All, I'm trying to change the sorting of QueueSummaryByLifecycle. Its currently sorted by Queue name (to me implicit) but I would like to change that to Description but I'm not having much success. I have changed other components and there it was a simple add of: $Queues->OrderBy( FIELD => 'Description', ORDER => 'ASC'); But that doesn't seem to work in this component. Anybody who can help me with this? Thanks in advance, Joop From abdelmalekboubarnous at student.emi.ac.ma Tue Apr 28 05:24:52 2015 From: abdelmalekboubarnous at student.emi.ac.ma (ABD EL MALEK BOUBARNOUS) Date: Tue, 28 Apr 2015 10:24:52 +0100 Subject: [rt-users] Deploying RT on apache2 in localhost Message-ID: Hi everyone, I would like to deploy RT 4.2.9 on apache2 with FastCGI mod in localhost, What should I put as values in the RT_SiteConfig.pm? Set( $WebDomain, '?????' ); Set( $WebPath, '??????' ); Set( $WebPort, '??????' ); and what value should I put in the apache2 conf file ? Thanks in advance, -------------- next part -------------- An HTML attachment was scrubbed... URL: From g.mason at fairfx.com Tue Apr 28 07:19:49 2015 From: g.mason at fairfx.com (saxmad) Date: Tue, 28 Apr 2015 04:19:49 -0700 (MST) Subject: [rt-users] Error message in logs during cleanup Message-ID: <1430219989186-59952.post@n7.nabble.com> For some months now, I have had large numbers of errors such as this :- [Mon Apr 27 07:06:32 2015] [warning]: (in cleanup) cannot chdir to /root from /var/lib/request-tracker4/pKJWizMh2l: Permission denied, aborting. at /usr/share/request-tracker4/lib/RT/EmailParser.pm line 618 Stack: [/usr/share/perl/5.14/Carp.pm:79] [/usr/share/perl/5.14/File/Path.pm:366] [/usr/share/perl/5.14/File/Path.pm:254] [/usr/share/request-tracker4/lib/RT/EmailParser.pm:618] [/usr/share/request-tracker4/html/REST/1.0/NoAuth/mail-gateway:61] [/usr/share/request-tracker4/html/REST/1.0/NoAuth/mail-gateway:61] (/usr/share/request-tracker4/html/REST/1.0/NoAuth/mail-gateway:61) [Mon Apr 27 07:06:32 2015] [warning]: cannot remove path when cwd is /var/lib/request-tracker4/pKJWizMh2l for /var/lib/request-tracker4/pKJWizMh2l: at /usr/share/perl/5.14/File/Temp.pm line 902 (/usr/share/perl/5.14/Carp.pm:81) I'm pretty sure they started after one of the Debian updates for one of the SSL bugs, or certainly around that time. I've looked at the config files and cannot find anything that relates to this, so I am not sure how to go about rectifying it. For the record, the directory permissions are :- root at rta-01:/var/lib# ls -ld request-tracker4/ drwxr-s--- 21536 www-data root 954368 Apr 28 12:27 request-tracker4/ Hope someone can shed some light on this for me. Thanks Gary -- View this message in context: http://requesttracker.8502.n7.nabble.com/Error-message-in-logs-during-cleanup-tp59952.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From fluca1978 at infinito.it Tue Apr 28 07:52:15 2015 From: fluca1978 at infinito.it (Luca Ferrari) Date: Tue, 28 Apr 2015 13:52:15 +0200 Subject: [rt-users] Deploying RT on apache2 in localhost In-Reply-To: References: Message-ID: Hi, the following are my values. On Tue, Apr 28, 2015 at 11:24 AM, ABD EL MALEK BOUBARNOUS > Set( $WebDomain, '?????' ); localhost > Set( $WebPath, '??????' ); /rt4 > Set( $WebPort, '??????' ); > 80 > and what value should I put in the apache2 conf file ? > > > > ScriptAlias /rt4 /opt/rt4/sbin/rt-server.fcgi/ Order allow,deny Allow from all Options +ExecCGI AddHandler fastcgi-script fcgi Hope this helps. Please in the following try to do your homework and don't crosspost without a very good reason. Luca From abdelmalekboubarnous at student.emi.ac.ma Tue Apr 28 10:20:44 2015 From: abdelmalekboubarnous at student.emi.ac.ma (ABD EL MALEK BOUBARNOUS) Date: Tue, 28 Apr 2015 15:20:44 +0100 Subject: [rt-users] slowness in RT when creating a ticket Message-ID: Hi everyone, I've just deployed RT 4.2 on Apache2 in my localhost machine, I also configured it to send mails with sendmail mail transfer agent, since then I'm experiencing slowness when creating tickets,(it takes about a minute). Does anyone know why is that due to ? is it sendmail ? Thanks in advance, -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Tue Apr 28 11:25:39 2015 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 28 Apr 2015 11:25:39 -0400 Subject: [rt-users] slowness in RT when creating a ticket In-Reply-To: References: Message-ID: <20150428112539.092d4e3b@umgah.localdomain> On Tue, 28 Apr 2015 15:20:44 +0100 ABD EL MALEK BOUBARNOUS wrote: > Hi everyone, Please stop cross-posting. Your questions are best suited for rt-users, not rt-devel. > I've just deployed RT 4.2 on Apache2 in my localhost machine, I also > configured it to send mails with sendmail mail transfer agent, since then > I'm experiencing slowness when creating tickets,(it takes about a minute). > > Does anyone know why is that due to ? is it sendmail ? It is almost certainly due to your mail configuration. Most folks doing local testing set in their RT_SiteConfig.pm: Set( $MailCommand, 'testfile' ); ...which logs mail to a file rather than attempting to send it. - Alex From abdelmalekboubarnous at student.emi.ac.ma Tue Apr 28 11:43:03 2015 From: abdelmalekboubarnous at student.emi.ac.ma (ABD EL MALEK BOUBARNOUS) Date: Tue, 28 Apr 2015 16:43:03 +0100 Subject: [rt-users] slowness in RT when creating a ticket In-Reply-To: <20150428112539.092d4e3b@umgah.localdomain> References: <20150428112539.092d4e3b@umgah.localdomain> Message-ID: in my configuration $MailCommand is set to 'sendmailpipe', on the other hand CommentAddress, CorrespondAddress and OwnerEmail are all set to my personal gmail adress, can this be the source of the slowness ? Regards, 2015-04-28 16:25 GMT+01:00 Alex Vandiver : > On Tue, 28 Apr 2015 15:20:44 +0100 ABD EL MALEK BOUBARNOUS > wrote: > > Hi everyone, > > Please stop cross-posting. Your questions are best suited for > rt-users, not rt-devel. > > > I've just deployed RT 4.2 on Apache2 in my localhost machine, I also > > configured it to send mails with sendmail mail transfer agent, since then > > I'm experiencing slowness when creating tickets,(it takes about a > minute). > > > > Does anyone know why is that due to ? is it sendmail ? > > It is almost certainly due to your mail configuration. Most folks > doing local testing set in their RT_SiteConfig.pm: > > Set( $MailCommand, 'testfile' ); > > ...which logs mail to a file rather than attempting to send it. > - Alex > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Tue Apr 28 12:03:26 2015 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 28 Apr 2015 12:03:26 -0400 Subject: [rt-users] slowness in RT when creating a ticket In-Reply-To: References: <20150428112539.092d4e3b@umgah.localdomain> Message-ID: <20150428120326.015da471@umgah.localdomain> On Tue, 28 Apr 2015 16:43:03 +0100 ABD EL MALEK BOUBARNOUS wrote: > in my configuration $MailCommand is set to 'sendmailpipe', on the other > hand CommentAddress, CorrespondAddress and OwnerEmail are all set to my > personal gmail adress, can this be the source of the slowness ? Your source of slowness is that your MTA is being slow to accept the mail. Usually this is because of DNS failure, or that your service provider does not allow outgoing connections on port 25. Check your maillogs. If you're merely trying to use RT for local testing, use 'testfile'. - Alex From c-gilmore at northwestern.edu Tue Apr 28 21:14:55 2015 From: c-gilmore at northwestern.edu (Christopher Gilmore) Date: Wed, 29 Apr 2015 01:14:55 +0000 Subject: [rt-users] Optimization for Outlook HTML In-Reply-To: <57517a3fd5e54e7089135e1d6894addb@evcspmbx04.ads.northwestern.edu> References: <57517a3fd5e54e7089135e1d6894addb@evcspmbx04.ads.northwestern.edu> Message-ID: <458ba654ff9b45ac9a19f1d78c4c3345@evcspmbx04.ads.northwestern.edu> Christopher Gilmore wrote on 4/27/2015 10:42 AM: > Has anyone been able to sanitize Outlook HTML to eliminate the extra whitespace? Either > through RT itself or by manipulating the message via procmail prior to handing it to > rt-mailgate? Ok, I managed to do this the mostly-right way, but I'm curious to see if anyone has any tips for finishing the job. My lingering concern is that it's a bit of a kludge - I've made a static style definition on the server for a setting that can be changed in Outlook and could potentially vary between multiple messages associated with the same ticket. Has anyone figured out a way to dynamically parse the style information from the email? The good news is that my kludge will address the vast majority of my users, as it works with the default Outlook configuration. For reference, in case anyone else needs to sort this out: I installed the Permissive HTML Mail extension, which (among other things) allows for style invocations to be passed from the message body to the ticket history. I added a custom css file at /opt/rt4/local/static/css/msfix.css in order to set the MsoNormal style and enabled it in RT_SiteConfig.pm with @CSSFiles. I also modified all the HTML templates to include the style declaration. In both cases, I pulled the style information directly from the body of a sample message. CSS file: /* /opt/rt4/local/static/css/msfix.css */ p.MsoNormal, li.MsoNormal, div.MsoNormal { margin:0in; margin-bottom:.0001pt; } /* end of /opt/rt4/local/static/css/msfix.css */ Template addition (before any HTML in the template, and quoted so as to not break Text::Template): From abdelmalekboubarnous at student.emi.ac.ma Wed Apr 29 05:23:08 2015 From: abdelmalekboubarnous at student.emi.ac.ma (ABD EL MALEK BOUBARNOUS) Date: Wed, 29 Apr 2015 10:23:08 +0100 Subject: [rt-users] Configuring Sendmail In RT Message-ID: Hi everyone, I'm running RT 4.2 with sendmail as a MTA, I would like to know what is the optimun configuration that will make RT not take much time when performing an action that need emails sending, for example what should I choose as value in Set( $SendmailArguments, "??????" ); Thanks in advance, -------------- next part -------------- An HTML attachment was scrubbed... URL: From rshaker at ARDENCOMPANIES.COM Wed Apr 29 09:01:27 2015 From: rshaker at ARDENCOMPANIES.COM (Bob Shaker) Date: Wed, 29 Apr 2015 13:01:27 +0000 Subject: [rt-users] Configuring Sendmail In RT In-Reply-To: References: Message-ID: I don?t mean to be rude but Alex Vandiver answered your mail related questions yesterday morning. The default sendmail configuration is pretty much optimized for speed already. If this is having issues, check your /opt/rt4/etc/RT_Config.pm file for different configuration options. Everyone?s environment is going to be different, you?re just going to have to test different configurations until you get it the way you like it. Consider checking the man page for sendmail, or the RT wiki, which has a page on this subject here: http://requesttracker.wikia.com/wiki/SendmailArguments Even armed with the RT config file, however, you will probably not be able to increase the speed. Chances are something network related is causing your slowdown. It likely has nothing to do with your RT config. From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of ABD EL MALEK BOUBARNOUS Sent: Wednesday, April 29, 2015 5:23 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Configuring Sendmail In RT Hi everyone, I'm running RT 4.2 with sendmail as a MTA, I would like to know what is the optimun configuration that will make RT not take much time when performing an action that need emails sending, for example what should I choose as value in Set( $SendmailArguments, "??????" ); Thanks in advance, ________________________________ ARDEN A Global Company Celebrating over 50 years of making your life more comfortable! This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message. This OUTBOUND E-mail and Document(s) has been scanned by an Antivirus Server. -------------- next part -------------- An HTML attachment was scrubbed... URL: From abdelmalekboubarnous at student.emi.ac.ma Wed Apr 29 10:14:40 2015 From: abdelmalekboubarnous at student.emi.ac.ma (ABD EL MALEK BOUBARNOUS) Date: Wed, 29 Apr 2015 15:14:40 +0100 Subject: [rt-users] RT and SMTP Message-ID: Hi everyone, How can I configue RT to use an SMTP server instead of sendmail ? Thanks in advancre, -------------- next part -------------- An HTML attachment was scrubbed... URL: From vlad.shpolyanskiy at gmail.com Wed Apr 29 10:35:44 2015 From: vlad.shpolyanskiy at gmail.com (Vlad Shpolyanskiy) Date: Wed, 29 Apr 2015 17:35:44 +0300 Subject: [rt-users] Optimization for Outlook HTML In-Reply-To: <458ba654ff9b45ac9a19f1d78c4c3345@evcspmbx04.ads.northwestern.edu> References: <57517a3fd5e54e7089135e1d6894addb@evcspmbx04.ads.northwestern.edu> <458ba654ff9b45ac9a19f1d78c4c3345@evcspmbx04.ads.northwestern.edu> Message-ID: Hi Gilmore! Could you specify where exactly you put style declaration for template. I tried to add it just after "Content-Type: text/html" string, but it does not work. Thanks. On Wed, Apr 29, 2015 at 4:14 AM, Christopher Gilmore < c-gilmore at northwestern.edu> wrote: > Christopher Gilmore wrote on 4/27/2015 10:42 AM: > > > Has anyone been able to sanitize Outlook HTML to eliminate the extra > whitespace? Either > > through RT itself or by manipulating the message via procmail prior to > handing it to > > rt-mailgate? > > Ok, I managed to do this the mostly-right way, but I'm curious to see if > anyone has any tips for finishing the job. My lingering concern is that > it's a bit of a kludge - I've made a static style definition on the server > for a setting that can be changed in Outlook and could potentially vary > between multiple messages associated with the same ticket. Has anyone > figured out a way to dynamically parse the style information from the email? > > The good news is that my kludge will address the vast majority of my > users, as it works with the default Outlook configuration. For reference, > in case anyone else needs to sort this out: > > I installed the Permissive HTML Mail extension, which (among other things) > allows for style invocations to be passed from the message body to the > ticket history. > > I added a custom css file at /opt/rt4/local/static/css/msfix.css in order > to set the MsoNormal style and enabled it in RT_SiteConfig.pm with > @CSSFiles. I also modified all the HTML templates to include the style > declaration. In both cases, I pulled the style information directly from > the body of a sample message. > > CSS file: > > /* /opt/rt4/local/static/css/msfix.css */ > p.MsoNormal, li.MsoNormal, div.MsoNormal > { > margin:0in; > margin-bottom:.0001pt; > } > /* end of /opt/rt4/local/static/css/msfix.css */ > > Template addition (before any HTML in the template, and quoted so as to > not break Text::Template): > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From c-gilmore at northwestern.edu Wed Apr 29 10:42:40 2015 From: c-gilmore at northwestern.edu (Christopher Gilmore) Date: Wed, 29 Apr 2015 14:42:40 +0000 Subject: [rt-users] Optimization for Outlook HTML In-Reply-To: References: <57517a3fd5e54e7089135e1d6894addb@evcspmbx04.ads.northwestern.edu> <458ba654ff9b45ac9a19f1d78c4c3345@evcspmbx04.ads.northwestern.edu> Message-ID: <02df89f39b2c4676afe08370d72850f0@evcspmbx04.ads.northwestern.edu> In the template, everything is considered part of the message headers until there?s a blank line. The style declaration should be immediately after that blank line. For example, my autoresponse template looks like: Subject: AutoReply: {$Ticket->Subject} Content-Type: text/html

Greetings,

The same would apply to any other styles you wanted to use in the template. From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Vlad Shpolyanskiy Sent: Wednesday, April 29, 2015 9:36 AM Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Optimization for Outlook HTML Hi Gilmore! Could you specify where exactly you put style declaration for template. I tried to add it just after "Content-Type: text/html" string, but it does not work. Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From vlad.shpolyanskiy at gmail.com Wed Apr 29 11:08:45 2015 From: vlad.shpolyanskiy at gmail.com (Vlad V. Shpolyanskiy) Date: Wed, 29 Apr 2015 18:08:45 +0300 Subject: [rt-users] Optimization for Outlook HTML In-Reply-To: <02df89f39b2c4676afe08370d72850f0@evcspmbx04.ads.northwestern.edu> References: <57517a3fd5e54e7089135e1d6894addb@evcspmbx04.ads.northwestern.edu> <458ba654ff9b45ac9a19f1d78c4c3345@evcspmbx04.ads.northwestern.edu> <02df89f39b2c4676afe08370d72850f0@evcspmbx04.ads.northwestern.edu> Message-ID: <994447139.20150429180845@gmail.com> Hi, Christopher! Thanks for the quick reply. Put it after the blank line, but still no luck. I've attached the example of email I'm getting as autoresponse. My siteconfig option looks like: Set( @CSSFiles, ('msfix.css') ); Probably I missed smth else :( 29 ?????? 2015 ?., 17:42:40: CG> In the template, everything is considered part of the message CG> headers until there?s a blank line. The style declaration should CG> be immediately after that blank line. For example, my autoresponse template looks like: CG> Subject: AutoReply: {$Ticket->Subject} CG> Content-Type: text/html CG> CG>

Greetings,

CG> The same would apply to any other styles you wanted to use in the template. -------------- next part -------------- An HTML attachment was scrubbed... URL: From c-gilmore at northwestern.edu Wed Apr 29 11:17:34 2015 From: c-gilmore at northwestern.edu (Christopher Gilmore) Date: Wed, 29 Apr 2015 15:17:34 +0000 Subject: [rt-users] Optimization for Outlook HTML In-Reply-To: <994447139.20150429180845@gmail.com> References: <57517a3fd5e54e7089135e1d6894addb@evcspmbx04.ads.northwestern.edu> <458ba654ff9b45ac9a19f1d78c4c3345@evcspmbx04.ads.northwestern.edu> <02df89f39b2c4676afe08370d72850f0@evcspmbx04.ads.northwestern.edu> <994447139.20150429180845@gmail.com> Message-ID: <170026803e4a42fca663447226fe32bd@evcspmbx04.ads.northwestern.edu> Vlad: FYI, the css file only applies to the web view. The messaging is handled entirely via the templates. Looking at your test message, it seems that you have a different style being invoked, MsoPlainText. You should be able to find the style information by looking at the source code of the original message. You'll need to define that style instead of/in addition to MsoNormal. Good luck! Chris -----Original Message----- From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Vlad V. Shpolyanskiy Sent: Wednesday, April 29, 2015 10:09 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Optimization for Outlook HTML Hi, Christopher! Thanks for the quick reply. Put it after the blank line, but still no luck. I've attached the example of email I'm getting as autoresponse. My siteconfig option looks like: Set( @CSSFiles, ('msfix.css') ); Probably I missed smth else :( 29 ?????? 2015 ?., 17:42:40: From alexmv at bestpractical.com Wed Apr 29 15:09:36 2015 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 29 Apr 2015 15:09:36 -0400 Subject: [rt-users] RT and SMTP In-Reply-To: References: Message-ID: <20150429150936.5fc74757@umgah.localdomain> On Wed, 29 Apr 2015 15:14:40 +0100 ABD EL MALEK BOUBARNOUS wrote: > How can I configue RT to use an SMTP server instead of sendmail ? RT 4.2 removed the ability to speak directly to an SMTP server -- as operating in such a configuration meant that outgoing mail was lost if there was ever connectivity problems to the SMTP host. A local MTA is meant to solve precisely that problem, which is why RT relies on it. In short, that's no longer a supported configuration, to stop users from shooting themselves in the foot. Taking a step back, you really should look at your MTA's configuration and error logs. All of the workarounds and questions you're asking are about RT -- but RT is not actually the cause of your problem. Solve your actual problem, and the symptoms will go away. - Alex From murillo at ifi.unicamp.br Wed Apr 29 16:41:34 2015 From: murillo at ifi.unicamp.br (=?UTF-8?B?TXVyaWxsbyBBemFtYnVqYSBHb27Dp2FsdmVz?=) Date: Wed, 29 Apr 2015 17:41:34 -0300 Subject: [rt-users] Including CSS on template - RT In-Reply-To: <55413B6A.7080806@ifi.unicamp.br> References: <55413B6A.7080806@ifi.unicamp.br> Message-ID: <554141FE.5090108@ifi.unicamp.br> Hello, In advance, sorry for my English. I'm trying to change the default template "Resolved in HTML", so that when the user receives the e-mail stating that the ticket has been resolved, a satisfaction survey (linked in the email) be filled. But I would like this link to the survey be a star rating, where each star represents a parameter of the level of satisfaction for the survey treatment. To make this star rating, I am using HTML and CSS. But the template accuses an error when I use CSS: "Could not compile the template of codeblock 'text-decoration: none; color: inherit;': syntax error at line 6 template" Follows the code: Subject: Resolvido: {$Ticket->Subject} Content-Type: text/html

De acordo com nossos registros, o seu pedido foi resolvido. Se voc? tem qualquer outra quest?o, por favor, responda a esta mensagem.

Por favor, avalie o atendimento:

 
Does anyone know how I can get around this? Thank you very much From alexmv at bestpractical.com Wed Apr 29 16:41:57 2015 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 29 Apr 2015 16:41:57 -0400 Subject: [rt-users] Including CSS on template - RT In-Reply-To: <554141FE.5090108@ifi.unicamp.br> References: <55413B6A.7080806@ifi.unicamp.br> <554141FE.5090108@ifi.unicamp.br> Message-ID: <20150429164157.4346f92c@umgah.localdomain> On Wed, 29 Apr 2015 17:41:34 -0300 Murillo Azambuja Gon?alves wrote: > Hello, Please do not cross-post your question to both rt-users and rt-devel. rt-users is the appropriate venue for this question. > [snip] > But the template accuses an error when I use CSS: This is because templates use { and } to delimit code that should be run as perl. As such, you'll need to escape your brace characters; either use: a \{ text-decoration: none; color: inherit; \} ...or: a {q{{ text-decoration: none; color: inherit; }}} - Alex From murillo at ifi.unicamp.br Wed Apr 29 17:01:18 2015 From: murillo at ifi.unicamp.br (=?UTF-8?B?TXVyaWxsbyBBemFtYnVqYSBHb27Dp2FsdmVz?=) Date: Wed, 29 Apr 2015 18:01:18 -0300 Subject: [rt-users] Including CSS on template - RT In-Reply-To: <20150429164157.4346f92c@umgah.localdomain> References: <55413B6A.7080806@ifi.unicamp.br> <554141FE.5090108@ifi.unicamp.br> <20150429164157.4346f92c@umgah.localdomain> Message-ID: <5541469E.4070902@ifi.unicamp.br> OK, I got it It was exactly the problem thank you very much Murillo Azambuja Gon?alves ____________________________________________________ UNICAMP - IFGW - CCJDR - Equipe Sistemas e Informa??o ?Tel +55 (19) 3521-2132 __________________________________________________ ? http://www.ifi.unicamp.br On 04/29/2015 05:41 PM, Alex Vandiver wrote: > On Wed, 29 Apr 2015 17:41:34 -0300 Murillo Azambuja Gon?alves > wrote: >> Hello, > Please do not cross-post your question to both rt-users and rt-devel. > rt-users is the appropriate venue for this question. > >> [snip] >> But the template accuses an error when I use CSS: > This is because templates use { and } to delimit code that should be > run as perl. As such, you'll need to escape your brace characters; > either use: > > a \{ > text-decoration: none; > color: inherit; > \} > > ...or: > > a {q{{ > text-decoration: none; > color: inherit; > }}} > > - Alex > From aaron at heyaaron.com Thu Apr 30 00:01:01 2015 From: aaron at heyaaron.com (Aaron C. de Bruyn) Date: Wed, 29 Apr 2015 21:01:01 -0700 Subject: [rt-users] rt-mailgate ignoring --no-verify-ssl? Message-ID: Mailgate has been driving me nuts. I downloaded 4.2.10 and set it up on a bright, shiny new server. I'm running fetchmail on my RT box using the following to send tickets to RT: poll mail.mydomain.tld with protocol pop3 username engineering password -redacted- mda "/opt/rt4/bin/rt-mailgate --no-verify-ssl --queue engineering --action correspond --url https://tickets.mydomain.tld --debug" Fetchmail complains about the MDA erroring out. Increasing fetchmail debugging shows: fetchmail: about to deliver with: /opt/rt4/bin/rt-mailgate --no-verify-ssl --queue engineering --action correspond --url https://tickets.mydomain.tld/ --debug #***/opt/rt4/bin/rt-mailgate: temp file is '/tmp/Ax6Or2dgc1/23FBulXCfc' /opt/rt4/bin/rt-mailgate: connecting to https://tickets.mydomain.tld//REST/1.0/NoAuth/mail-gateway HTTP request failed: 500 Can't connect to tickets.mydomain.tld:443 (certificate verify failed). Your webserver logs may have more information or there may be a network problem. /opt/rt4/bin/rt-mailgate: undefined server error fetchmail: MDA returned nonzero status 75 not flushed fetchmail: POP3> QUIT I even get an SSL error when running from the command line: root at tickets:/opt# /opt/rt4/bin/rt-mailgate --no-verify-ssl --queue engineering --action correspond --url https://tickets.mydomain.tld/ --debug test /opt/rt4/bin/rt-mailgate: temp file is '/tmp/9vlYhx9C9X/kI4IQo0RRw' /opt/rt4/bin/rt-mailgate: connecting to https://tickets.mydomain.tld//REST/1.0/NoAuth/mail-gateway HTTP request failed: 500 Can't connect to tickets.mydomain.tld:443 (certificate verify failed). Your webserver logs may have more information or there may be a network problem. /opt/rt4/bin/rt-mailgate: undefined server error root at tickets:/opt# It's acting like it's ignoring --no-verify-ssl. Am I missing something? Thanks, -A From aaron at guise.net.nz Thu Apr 30 06:19:05 2015 From: aaron at guise.net.nz (Aaron Guise) Date: Thu, 30 Apr 2015 10:19:05 +0000 Subject: [rt-users] Cannot get JumpToFrontPageOnTicketResolve to work. In-Reply-To: References: Message-ID: Hi, That scrip does not work. Scrips work in the background and the redirection needs to happen client side/browser. I got around this by customising the RT mason elements adding code to check the actions list for the change I needed to act on. Once upon a time anyway. -- Aaron On Fri, 24 Apr 2015 at 12:25 am Johan Sundstr?m wrote: > I have followed this: > http://requesttracker.wikia.com/wiki/JumpToFrontPageOnTicketResolve > See attachment for my conf. But nothing is happening when i resolve a > ticket. > If i check the source of the page after a resolve, the meta-string is not > inserted at all. > > Using RT 4.2.10, is this script not compatible? > > Regards > > *Johan Sundstr?m* / IT-Ansvarig > V?sterbottens museum > www.vbm.se > -------------- next part -------------- An HTML attachment was scrubbed... URL: From gsollazz at sgul.ac.uk Thu Apr 30 07:07:27 2015 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Thu, 30 Apr 2015 11:07:27 +0000 Subject: [rt-users] Upgraded 4.0.0 with RTFM 2.0 to RT 4.2 - can RTFM be removed? Message-ID: <1430392047150.9303@sgul.ac.uk> Dear list, we have upgrade our 4.0.0 to the latest 4.2, which includes an article functionality and currently testing it (it's a clone of our live system). On our 4.0.0, we had RTFM version 2.0 installed (although we never really used it, nor configured it) and the installation guide says this is not compatible with the auto-upgrade script. I proceeded with the 4.0.0->4.2 upgrade anyway, thinking the RTFM would just be left behind. However, the Articles section doesn't quite work (see screenshot with "content" not being editable, which is a clear symptom of us never having configured RTFM for use), so I suspect RTFM files are affecting the functionality. Is there a quick fix? I don't mind losing the RTFM 2.0 content to be honest. Any help would be greatly appreciated. Kind regards -- Giuseppe Sollazzo Senior System Analyst Member of the Open Data User Group (Cabinet Office) Member of the Technical Standards Board (Cabinet Office)? Member of the Health and Social Care Transparency Panel (Department of Health) Computing Services Information Services St George's, University of London Cranmer Terrace London SW17 0RE gsollazz at sgul.ac.uk +44 20 8725 5160 @sgulit St George's, University of London is proud to be a Stonewall Diversity Champion: 'people perform better when they can be themselves'. [http://www.sgul.ac.uk/images/misc/diversity_logo_with_text.jpg] -------------- next part -------------- An HTML attachment was scrubbed... URL: From manu at netbsd.org Thu Apr 30 15:08:00 2015 From: manu at netbsd.org (Emmanuel Dreyfus) Date: Thu, 30 Apr 2015 21:08:00 +0200 Subject: [rt-users] charset troubles Message-ID: <1m3pm0g.hr83zm1rrsrwqM%manu@netbsd.org> Hello I just upgraded Apache to 2.4 and RT to latest 3.8, and I get a charset problem: anything that enter RT through rt-mailgate is fine, but any non ASCII character sent through the web interface gets corrupted: I get a ? in a quare instead, which is usually what happens when ISO-8859-1 character was mistaken as UTF-8. Older messages from before the upgrade display correctly, hence this is really a problem at message POST time. Using Firefox's developer toolbar, I can see the POST request: it contains no information about the charset. I assume this is why e-mail behave differently than the web interface: the former comes with Content-Type header featuring the charset information, while the later does not. The page is being served as UTF-8, the form does not say anything about accepted encoding (I tried patching to specify that, but it did not change anything). Acting on a UTF-8 page, the client should post in UTF-8, but I have not been able to verify that (it goes through SSL,which does not help for checking what happens on the wire). Anyone has an idea of what is wrong? Here are the dependencies: rt-3.8.17 p5-Apache-Session-1.93 p5-CGI-4.13 p5-CSS-Squish-0.10 p5-Cache-Simple-TimedExpiry-0.27 p5-Calendar-Simple-1.21 p5-Class-ReturnValue-0.55 p5-DBD-mysql-4.031 p5-DBI-1.633 p5-DBIx-SearchBuilder-1.66 p5-Data-ICal-0.22 p5-Email-Address-1.905 p5-FCGI-0.77 p5-File-ShareDir-1.102 p5-GD-2.53 p5-GDGraph-1.48 p5-GDTextUtil-0.86 p5-GnuPG-Interface-0.52 p5-HTML-Format-2.11 p5-HTML-Mason-1.56 p5-HTML-Parser-3.71 p5-HTML-RewriteAttributes-0.05 p5-HTML-Scrubber-0.11 p5-HTML-Tree-5.03 p5-HTTP-Server-Simple-0.44 p5-HTTP-Server-Simple-Mason-0.14 p5-Locale-Maketext-Fuzzy-0.11 p5-Locale-Maketext-Lexicon-1.00 p5-Log-Dispatch-2.44 p5-MIME-Types-2.09 p5-MIME-tools-5.505 p5-MailTools-2.14 p5-Module-Refresh-0.17 p5-Module-Versions-Report-1.06 p5-Net-3.05 p5-Net-Server-2.008 p5-PerlIO-eol-0.14 p5-Regexp-Common-2013031301 p5-Term-ReadKey-2.32 p5-Text-Autoformat-1.669004 p5-Text-Quoted-2.08 p5-Text-Template-1.46 p5-Text-WikiFormat-0.81 p5-Text-Wrapper-1.04 p5-Time-modules-2013.0912 p5-TimeDate-2.30 p5-Tree-Simple-1.23 p5-UNIVERSAL-require-0.17 p5-XML-RSS-1.56 p5-XML-Simple-2.20 p5-libwww-6.13 perl-5.20.2 apache-2.4.12 apr-1.5.1 apr-util-1.5.4 mod_fcgid-2.3.9 mod_perl-2.0.8 p5-libapreq2-2.12 postgresql-9.4.1 Relevant httpd.conf part for RT: AddDefaultCharset UTF-8 SetHandler none Options -ExecCGI allow from all AddDefaultCharset UTF-8 SetHandler fcgid-script Options +ExecCGI In RT_SiteConfig.pm all I have about encoding if for e-mail: Set(@EmailInputEncodings, qw(utf-8 iso-8859-1 us-ascii windows-1252));Set($EmailOutputEncoding , 'iso-8859-1'); -- Emmanuel Dreyfus http://hcpnet.free.fr/pubz manu at netbsd.org From alexmv at bestpractical.com Thu Apr 30 15:59:09 2015 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 30 Apr 2015 15:59:09 -0400 Subject: [rt-users] charset troubles In-Reply-To: <1m3pm0g.hr83zm1rrsrwqM%manu@netbsd.org> References: <1m3pm0g.hr83zm1rrsrwqM%manu@netbsd.org> Message-ID: <20150430155909.595de0e4@umgah.localdomain> On Thu, 30 Apr 2015 21:08:00 +0200 manu at netbsd.org (Emmanuel Dreyfus) wrote: > I just upgraded Apache to 2.4 and RT to latest 3.8 RT 3.8 reached end-of-life over a year ago. No release of Apache 2.4 had been made before RT 3.8 was in "critical security releases only." I'm unsurprised that there are incompatibilities between the two. Please upgrade to a supported version of RT. The unmaintained 3.8 series also now has disclosed security vulnerabilities against it. - Alex