From Lorenzo.Mao at solve.it Tue Dec 1 06:15:34 2015 From: Lorenzo.Mao at solve.it (Lorenzo Mao) Date: Tue, 1 Dec 2015 11:15:34 +0000 Subject: [rt-users] Asset autocomplete not working Message-ID: <96A2BA51B4D7C244888341FAFF881AF02AF976A1@SOLVEEXC.solveit.local> Hello, we've successful installed the latest version of rt and asset extension but autocomplete is not working on assets. For example if we try to link one asset to one other on the "Depends on" field the autocomplete is fetching only the assets with ID between #1 and #15. We have about 400 assets and all the assets with ID > 15 are not shown on the autocomplete list. Do you have any idea of the possible cause of this issue? Thanks Lorenzo -------------- next part -------------- An HTML attachment was scrubbed... URL: From vangoor.bharath at gmail.com Tue Dec 1 10:51:33 2015 From: vangoor.bharath at gmail.com (bharath reddy) Date: Tue, 1 Dec 2015 10:51:33 -0500 Subject: [rt-users] RT's configuration does not allow for the creation of a new user for your email. Message-ID: Hello All, I'm facing issue with new users couldn't able to be created. I've found a similar mailing thread before but couldn't see a solution for that. Attaching is the log message for the same. Any help is highly appreciated. Thanks, Bharath. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- [28476] [Mon Nov 30 21:23:13 2015] [debug]: Going to create user with address 'abcd.kumaravel at stonybrook.edu' (/rt/lib/RT/Interface/Email/Auth/MailFrom.pm:100) [28476] [Mon Nov 30 21:23:13 2015] [debug]: RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::Authen::ExternalAuth /rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm 885 with: Comments: Autocreated on ticket submission, Disabled: , EmailAddress: abcd.kumaravel at stonybrook.edu, Name: abcd.kumaravel at stonybrook.edu, Password: , Privileged: , RealName: abcd Kumaravel (/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:792) [28476] [Mon Nov 30 21:23:13 2015] [debug]: Attempting to get user info using this external service: My_LDAP (/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:800) [28476] [Mon Nov 30 21:23:13 2015] [debug]: Attempting to use this canonicalization key: Name (/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:809) [28476] [Mon Nov 30 21:23:13 2015] [debug]: LDAP Search === Base: OU=SBCS,DC=cs,DC=stonybrook,DC=edu == Filter: (&(&(objectClass=user)(|(memberOf=CN=System Staff Users,OU=Security Groups,OU=SBCS,DC=cs,DC=stonybrook,DC=edu) (memberOf=CN=Student Assistant Users,OU=Security Groups,OU=SBCS,DC=cs,DC=stonybrook,DC=edu)(memberOf=CN=Assistant Professors,OU=Security Groups,OU=SBCS,DC=cs,DC=stonybrook,DC=edu)(memberOf=CN=Full Professors,OU=Security Groups,OU=SBCS,DC=cs,DC=stonybrook,DC=edu) (memberOf=CN=Associate Professors,OU=Security Groups,OU=SBCS,DC=cs,DC=stonybrook,DC=edu)(memberOf=CN=Instructors,OU=Security Groups,OU=SBCS,DC=cs,DC=stonybrook,DC=edu))) (sAMAccountName=abcd.kumaravel at stonybrook.edu)) == Attrs: cn,mail,sAMAccountName (/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:357) [28476] [Mon Nov 30 21:23:13 2015] [debug]: Attempting to use this canonicalization key: EmailAddress (/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:809) [28476] [Mon Nov 30 21:23:14 2015] [debug]: LDAP Search === Base: OU=SBCS,DC=cs,DC=stonybrook,DC=edu == Filter: (&(&(objectClass=user)(|(memberOf=CN=System Staff Users,OU=Security Groups,OU=SBCS,DC=cs,DC=stonybrook,DC=edu)( memberOf=CN=Student Assistant Users,OU=Security Groups,OU=SBCS,DC=cs,DC=stonybrook,DC=edu)(memberOf=CN=Assistant Professors,OU=Security Groups,OU=SBCS,DC=cs,DC=stonybrook,DC=edu)(memberOf=CN=Full Professors,OU=Security Groups,OU=SBCS,DC=cs,DC=stonybrook,DC=edu) (memberOf=CN=Associate Professors,OU=Security Groups,OU=SBCS,DC=cs,DC=stonybrook,DC=edu)(memberOf=CN=Instructors,OU=Security Groups,OU=SBCS,DC=cs,DC=stonybrook,DC=edu)))(mail=abcd.kumaravel at stonybrook.edu)) == Attrs: cn,mail,sAMAccountName (/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:357) [28476] [Mon Nov 30 21:23:14 2015] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments: Autocreated on ticket submission, Disabled: , EmailAddress: abcd.kumaravel at stonybrook.edu, Name: abcd.kumaravel at stonybrook.edu, Password: , Privileged: , RealName: abcd Kumaravel (/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:868) [28476] [Mon Nov 30 21:23:14 2015] [crit]: User could not be created: User creation failed in mailgateway: Could not set user info (/rt/lib/RT/Interface/Email.pm:245) [28476] [Mon Nov 30 21:23:14 2015] [warning]: Couldn't load user 'abcd.kumaravel at stonybrook.edu'.giving up (/rt/lib/RT/Interface/Email.pm:897) [28476] [Mon Nov 30 21:23:14 2015] [crit]: User could not be loaded: User 'abcd.kumaravel at stonybrook.edu' could not be loaded in the mail gateway (/rt/lib/RT/Interface/Email.pm:245) [28476] [Mon Nov 30 21:23:14 2015] [error]: Could not load a valid user: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (abcd.kumaravel at stonybrook.edu). You might need to grant 'Everyone' the right 'CreateTicket' for the queue general. (/rt/lib/RT/Interface/Email.pm:245) [28476] [Mon Nov 30 21:23:14 2015] [error]: Could not load a valid user: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. (/rt/lib/RT/Interface/Email.pm:245) [28476] [Mon Nov 30 21:23:14 2015] [error]: Could not record email: Could not load a valid user (/rt/share/html/REST/1.0/NoAuth/mail-gateway:75) [27971] [Mon Nov 30 21:29:15 2015] [debug]: Attempting to use external auth service: My_LDAP (/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:424) From vangoor.bharath at gmail.com Tue Dec 1 12:06:49 2015 From: vangoor.bharath at gmail.com (bharath reddy) Date: Tue, 1 Dec 2015 12:06:49 -0500 Subject: [rt-users] Failure creation of new users. Message-ID: Hello All, I'm facing issue while a new user is sending a RT request, it says following error : "You might need to grant 'Everyone' the right 'CreateTicket' for the queue general. (/rt/lib/RT/Interface/Email.pm:245)" But I've this set already. Recently I made changes for RT:ExternalAuth can you help me whether this changes have caused this issue ? A quick help will be appreciated as we are missing critical requests. Thanks, Bharath. -------------- next part -------------- An HTML attachment was scrubbed... URL: From martinoc at uw.edu Tue Dec 1 12:40:45 2015 From: martinoc at uw.edu (Martin Criminale) Date: Tue, 1 Dec 2015 17:40:45 +0000 Subject: [rt-users] how to change a queue name In-Reply-To: <565CC7F6.8080001@trustpayglobal.com> References: <565CC0B7.2080203@trustpayglobal.com> , <565CC7F6.8080001@trustpayglobal.com> Message-ID: Kobus, Turns out adding an entry to the aliases file was the trick. Much appreciated. ________________________________ From: Kobus Bensch Sent: Monday, November 30, 2015 2:04 PM To: Martin Criminale; rt-users at lists.bestpractical.com Subject: Re: [rt-users] how to change a queue name You see, I have always had to make sure that there is an alias for the queue in the aliases file. As far as I know it is not automatic. Unless I just dont understand how your system is put together. On 30/11/2015 21:55, Martin Criminale wrote: Thanks Kobus. With our installation if the email address prefix matches the queue name there hasn't been any need to edit the aliases file. For example, if I forward something at ourdomain.com to our RT server and in there have a queue named "something" it just works. We have only needed to edit the aliases file if we wanted email with some other prefix to land in an existing queue. Does 'fixing' the name in the web interface of RT not fix something behind the scenes? This is what I am suspecting but I'm not sure how to check. If that is the case I guess we would need to edit the aliases file. From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kobus Bensch Sent: Monday, November 30, 2015 1:34 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] how to change a queue name have you changed the aliases file? On 30/11/2015 21:13, Martin Criminale wrote: I inherited a RT installation (version 3.6.5) and in the process of setting up a new queue I initially mistyped the queue name and saved it. I have now fixed the queue name so it matches the email address of messages intended for this queue but no email is arriving in the queue. All the other settings for this new queue are identical to queues that work. Can anyone let me know what to look for or how to troubleshoot this? Thanks, Martin Criminale University of Washington Information School IT -- Kobus Bensch Senior Systems Administrator Address: 22 & 24 | Frederick Sanger Road | Guildford | Surrey | GU2 7YD DDI: 0207 871 3958 Tel: 0207 871 3890 Email: kobus.bensch at trustpayglobal.com [cid:part3.08080809.01040104 at trustpayglobal.com] Trustpay Global Limited is an authorised Electronic Money Institution regulated by the Financial Conduct Authority registration number 900043. Company No 07427913 Registered in England and Wales with registered address 130 Wood Street, London, EC2V 6DL, United Kingdom. For further details please visit our website at www.trustpayglobal.com. The information in this email and any attachments are confidential and remain the property of Trustpay Global Ltd unless agreed by contract. It is intended solely for the person to whom or the entity to which it is addressed. If you are not the intended recipient you may not use, disclose, copy, distribute, print or rely on the content of this email or its attachments. If this email has been received by you in error please advise the sender and delete the email from your system. Trustpay Global Ltd does not accept any liability for any personal view expressed in this message. -- Kobus Bensch Senior Systems Administrator Address: 22 & 24 | Frederick Sanger Road | Guildford | Surrey | GU2 7YD DDI: 0207 871 3958 Tel: 0207 871 3890 Email: kobus.bensch at trustpayglobal.com [cid:part6.06000008.01030809 at trustpayglobal.com] Trustpay Global Limited is an authorised Electronic Money Institution regulated by the Financial Conduct Authority registration number 900043. Company No 07427913 Registered in England and Wales with registered address 130 Wood Street, London, EC2V 6DL, United Kingdom. For further details please visit our website at www.trustpayglobal.com. The information in this email and any attachments are confidential and remain the property of Trustpay Global Ltd unless agreed by contract. It is intended solely for the person to whom or the entity to which it is addressed. If you are not the intended recipient you may not use, disclose, copy, distribute, print or rely on the content of this email or its attachments. If this email has been received by you in error please advise the sender and delete the email from your system. Trustpay Global Ltd does not accept any liability for any personal view expressed in this message. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: ATT00001.png Type: image/png Size: 8901 bytes Desc: ATT00001.png URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: TrustPayGlobal_email_footer.png Type: image/png Size: 8901 bytes Desc: TrustPayGlobal_email_footer.png URL: From vangoor.bharath at gmail.com Tue Dec 1 13:16:04 2015 From: vangoor.bharath at gmail.com (bharath reddy) Date: Tue, 1 Dec 2015 13:16:04 -0500 Subject: [rt-users] Failure creation of new users. In-Reply-To: References: Message-ID: Got the issue fixed, forgot to add the folloowing tag : Set($AutoCreateNonExternalUsers, 1); Thanks, Bharath. On Tue, Dec 1, 2015 at 12:06 PM, bharath reddy wrote: > Hello All, > > I'm facing issue while a new user is sending a RT request, it says > following error : > > "You might need to grant 'Everyone' the right 'CreateTicket' for the > queue general. (/rt/lib/RT/Interface/Email.pm:245)" > > But I've this set already. Recently I made changes for RT:ExternalAuth can > you help me whether this changes have caused this issue ? > > A quick help will be appreciated as we are missing critical requests. > > Thanks, > Bharath. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron at grandmasfridge.org Tue Dec 1 15:33:21 2015 From: aaron at grandmasfridge.org (Aaron W. Swenson) Date: Tue, 01 Dec 2015 15:33:21 -0500 Subject: [rt-users] Updating Ticket Status via PostgreSQL Message-ID: <74c63587e2fae8368ea4d8812ef6e737@grandmasfridge.org> I'm sure this has been answered by someone somewhere, but my Google-fu is not helping me. I have a few hundred tickets in a production system that I want to change the status with some criteria a bit more sophisticated than RT (4.2.12) is allowing me to do. The SQL I want to issue is: UPDATE tickets SET status = 'noresponse' WHERE status = 'open' AND told < '2015-11-01' AND told > lastupdated; The last condition is the one I can't enter in RT. Effectively, update the status of all tickets that are still open to "noresponse", where the last update was us sending the requester an email. Is this safe? Is there something else I should be updating as well? Thank you in advance. - Aaron From mzagrabe at d.umn.edu Tue Dec 1 15:58:45 2015 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 1 Dec 2015 14:58:45 -0600 Subject: [rt-users] [phish?] Re: Updating Ticket Status via PostgreSQL In-Reply-To: <74c63587e2fae8368ea4d8812ef6e737@grandmasfridge.org> References: <74c63587e2fae8368ea4d8812ef6e737@grandmasfridge.org> Message-ID: Hi Aaron, I believe you can do this all in RT. On Tue, Dec 1, 2015 at 2:33 PM, Aaron W. Swenson wrote: > I'm sure this has been answered by someone somewhere, but my Google-fu is > not helping me. > > I have a few hundred tickets in a production system that I want to change > the status with some criteria a bit more sophisticated than RT (4.2.12) is > allowing me to do. > > The SQL I want to issue is: > > UPDATE tickets > SET status = 'noresponse' > WHERE status = 'open' AND told < '2015-11-01' > AND told > lastupdated; > > The last condition is the one I can't enter in RT. In your RT web interface, go to: Search -> Tickets -> New Search. The key here is knowing that "Last Contacted" is really "Told", or so I believe. >From a grep in the source directory: share/html/Elements/SelectDateType: Once you get your search results, you can bulk update the status change. > Effectively, update the status of all tickets that are still open to > "noresponse", where the last update was us sending the requester an email. > > Is this safe? Nope. Don't perform update/insert/delete queries directly on the database. There are things like effective ticket id that your query doesn't handle. Scrips and things wouldn't fire either. Cheers, -m From kirby at umbc.edu Tue Dec 1 17:21:39 2015 From: kirby at umbc.edu (Joe Kirby) Date: Tue, 1 Dec 2015 17:21:39 -0500 Subject: [rt-users] Help with a template Message-ID: <49F333FB-33C0-46A9-A20A-F53448358F59@umbc.edu> I have a need to create a child ticket and pass on the values for a shared custom field. This works fine when passing a field which is limited to 1 value however I now have a multi-value custom field and I cannot find any examples of how to pass the secondary values if they exist. Here is my current template that brings the first value Any help is appreciated Thanks Joe ===Create-Ticket: DoIT-ITNM-OutReach Subject: OutReach from: {$Tickets{'TOP'}->Subject} Referred-To-By: {$Tickets{'TOP'}->Id} Queue: 2234 InitialPriority: 99 FinalPriority: 99 Status: resolved Requestor: {$Tickets{'TOP'}->RequestorAddresses} AdminCc: {$Tickets{'TOP'}->Owner} ITNM-Contact-Type: {$Tickets{'TOP'}->FirstCustomFieldValue('ITNM-Contact-Type')} ITNM-Topic: {$Tickets{'TOP'}->FirstCustomFieldValue('ITNM-Topic')} Content: The Online Learning team has performed an outreach and would like to track this for planning purposes. Please refer to the linked ticket for specific details. ENDOFCONTENT Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - kirby at umbc.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Tue Dec 1 17:35:09 2015 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 1 Dec 2015 16:35:09 -0600 Subject: [rt-users] Help with a template In-Reply-To: <49F333FB-33C0-46A9-A20A-F53448358F59@umbc.edu> References: <49F333FB-33C0-46A9-A20A-F53448358F59@umbc.edu> Message-ID: On Tue, Dec 1, 2015 at 4:21 PM, Joe Kirby wrote: > I have a need to create a child ticket and pass on the values for a shared > custom field. > > This works fine when passing a field which is limited to 1 value however I > now have a multi-value custom field and I cannot find any examples of how to > pass the secondary values if they exist. There are a couple of ways. 1) Use the built-in method. CustomFieldValuesAsString more about it can be found in: lib/RT/Record.pm 2) Have full control over the output. Here is an example that builds an HTML list: { my $cf = $Ticket->LoadCustomFieldByIdentifier('Multimedia Hub Equipment'); my $equipment = $cf->ValuesForObject($Ticket)->ItemsArrayRef; $html_equipment = 'No equipment listed.'; if (@$equipment > 0) { $html_equipment = '
    '; for my $item (@$equipment) { my $content = $item->Content; RT::Interface::Web::EscapeHTML(\$content); $html_equipment .= '
  • '.$content.'
    • '; } $html_equipment .= '
'; } $html_equipment; } Cheers, -m From aaron at grandmasfridge.org Wed Dec 2 09:05:39 2015 From: aaron at grandmasfridge.org (Aaron W. Swenson) Date: Wed, 02 Dec 2015 09:05:39 -0500 Subject: [rt-users] Updating Ticket Status via PostgreSQL In-Reply-To: References: <74c63587e2fae8368ea4d8812ef6e737@grandmasfridge.org> Message-ID: On 2015-12-01 15:58, Matt Zagrabelny wrote: > Hi Aaron, > > I believe you can do this all in RT. > > On Tue, Dec 1, 2015 at 2:33 PM, Aaron W. Swenson > wrote: >> I'm sure this has been answered by someone somewhere, but my Google-fu >> is >> not helping me. >> >> I have a few hundred tickets in a production system that I want to >> change >> the status with some criteria a bit more sophisticated than RT >> (4.2.12) is >> allowing me to do. >> >> The SQL I want to issue is: >> >> UPDATE tickets >> SET status = 'noresponse' >> WHERE status = 'open' AND told < '2015-11-01' >> AND told > lastupdated; >> >> The last condition is the one I can't enter in RT. > > In your RT web interface, go to: Search -> Tickets -> New Search. > > The key here is knowing that "Last Contacted" is really "Told", or so I > believe. > > From a grep in the source directory: > > share/html/Elements/SelectDateType: > > Once you get your search results, you can bulk update the status > change. What I'm getting at is that RT won't let me compare told to last updated through that interface. I can check that told was before a certain date and that last updated was before a certain date, but I can't check for told being older or newer than last updated. >> Effectively, update the status of all tickets that are still open to >> "noresponse", where the last update was us sending the requester an >> email. >> >> Is this safe? > > Nope. Don't perform update/insert/delete queries directly on the > database. There are things like effective ticket id that your query > doesn't handle. Scrips and things wouldn't fire either. > > Cheers, > > -m Is there a way to feed ticket IDs or something to rt-crontool? From mzagrabe at d.umn.edu Wed Dec 2 09:29:25 2015 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Wed, 2 Dec 2015 08:29:25 -0600 Subject: [rt-users] [phish?] Re: Updating Ticket Status via PostgreSQL In-Reply-To: References: <74c63587e2fae8368ea4d8812ef6e737@grandmasfridge.org> Message-ID: On Wed, Dec 2, 2015 at 8:05 AM, Aaron W. Swenson wrote: > On 2015-12-01 15:58, Matt Zagrabelny wrote: >> >> Hi Aaron, >> >> I believe you can do this all in RT. >> >> On Tue, Dec 1, 2015 at 2:33 PM, Aaron W. Swenson >> wrote: >>> >>> I'm sure this has been answered by someone somewhere, but my Google-fu is >>> not helping me. >>> >>> I have a few hundred tickets in a production system that I want to change >>> the status with some criteria a bit more sophisticated than RT (4.2.12) >>> is >>> allowing me to do. >>> >>> The SQL I want to issue is: >>> >>> UPDATE tickets >>> SET status = 'noresponse' >>> WHERE status = 'open' AND told < '2015-11-01' >>> AND told > lastupdated; >>> >>> The last condition is the one I can't enter in RT. >> >> >> In your RT web interface, go to: Search -> Tickets -> New Search. >> >> The key here is knowing that "Last Contacted" is really "Told", or so I >> believe. >> >> From a grep in the source directory: >> >> share/html/Elements/SelectDateType: >> >> Once you get your search results, you can bulk update the status change. > > > What I'm getting at is that RT won't let me compare told to last updated > through that interface. > > I can check that told was before a certain date and that last updated was > before a certain date, but I can't check for told being older or newer than > last updated. Sure. Sorry for not catching that in your query. >>> Effectively, update the status of all tickets that are still open to >>> "noresponse", where the last update was us sending the requester an >>> email. >>> >>> Is this safe? >> >> >> Nope. Don't perform update/insert/delete queries directly on the >> database. There are things like effective ticket id that your query >> doesn't handle. Scrips and things wouldn't fire either. >> >> Cheers, >> >> -m > > > Is there a way to feed ticket IDs or something to rt-crontool? Perhaps the "rt" tool. I just looked at some (paper!) documentation. Here is what I see: rt edit ticket/[TICKET ID] set status=noresponse Write your ticket ids to a file, one per line. psql uses "less" to page the results - you can write the results to a file using '-o'. Wrap the above command in a bash for loop. for id in `cat /path/to/file/with/ids`; do /opt/rt4/bin/rt edit ticket/$id set status=noresponse done Give that a whirl? -m From mcalado at tbstaxservices.com Wed Dec 2 10:09:41 2015 From: mcalado at tbstaxservices.com (Marcelo Calado | TBS TAX Services) Date: Wed, 2 Dec 2015 10:09:41 -0500 Subject: [rt-users] On Create Ticket, update Custom Filed for User Message-ID: <006701d12d13$794e53e0$6beafba0$@tbstaxservices.com> Hello Everyone! I have some ticket Custom Fields for my Queue (e.g. MobilePhone).. Works Fine! I installed the Extension to scan my emails to set values of custom fields... works fine ! To set my Ticket Custom Fields, ok! But... is there a way to set another table like "Users. MobilePhone", maybe using a new template or new scrip? I want to do it on create a ticket from mail. Thank you! Marcelo Calado. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kirby at umbc.edu Wed Dec 2 10:35:08 2015 From: kirby at umbc.edu (Joe Kirby) Date: Wed, 2 Dec 2015 10:35:08 -0500 Subject: [rt-users] Help with a template In-Reply-To: References: <49F333FB-33C0-46A9-A20A-F53448358F59@umbc.edu> Message-ID: <2E9F7C3F-6E43-4147-A292-B494675AD9C8@umbc.edu> Matt I appreciate the suggestion however as a non-perl programmer I am not able to transition this to my template I was hoping to have some command that would replace this line in the template so the child ticket could receive all the values from the parent as I am creating this dynamical via script/template ITNM-Topic: {$Tickets{'TOP'}->FirstCustomFieldValue('ITNM-Topic?)} If the code provided does that and my lack of knowledge of this scripting language is the issue please just let me know and I will look into other options Thanks Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - kirby at umbc.edu > On Dec 1, 2015, at 5:35 PM, Matt Zagrabelny wrote: > > On Tue, Dec 1, 2015 at 4:21 PM, Joe Kirby wrote: >> I have a need to create a child ticket and pass on the values for a shared >> custom field. >> >> This works fine when passing a field which is limited to 1 value however I >> now have a multi-value custom field and I cannot find any examples of how to >> pass the secondary values if they exist. > > There are a couple of ways. > > 1) Use the built-in method. > > CustomFieldValuesAsString > > more about it can be found in: > > lib/RT/Record.pm > > 2) Have full control over the output. > > Here is an example that builds an HTML list: > > { > my $cf = $Ticket->LoadCustomFieldByIdentifier('Multimedia Hub > Equipment'); > my $equipment = $cf->ValuesForObject($Ticket)->ItemsArrayRef; > > $html_equipment = 'No equipment listed.'; > > if (@$equipment > 0) { > $html_equipment = '
    '; > for my $item (@$equipment) { > my $content = $item->Content; > RT::Interface::Web::EscapeHTML(\$content); > $html_equipment .= '
  • '.$content.'
    • '; > } > $html_equipment .= '
'; > } > > $html_equipment; > } > > Cheers, > > -m -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Wed Dec 2 10:38:46 2015 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Wed, 2 Dec 2015 09:38:46 -0600 Subject: [rt-users] Help with a template In-Reply-To: <2E9F7C3F-6E43-4147-A292-B494675AD9C8@umbc.edu> References: <49F333FB-33C0-46A9-A20A-F53448358F59@umbc.edu> <2E9F7C3F-6E43-4147-A292-B494675AD9C8@umbc.edu> Message-ID: On Wed, Dec 2, 2015 at 9:35 AM, Joe Kirby wrote: > Matt > > I appreciate the suggestion however as a non-perl programmer I am not able > to transition this to my template Sure. > I was hoping to have some command that would replace this line in the > template so the child ticket could receive all the values from the parent as > I am creating this dynamical via script/template > > ITNM-Topic: {$Tickets{'TOP'}->FirstCustomFieldValue('ITNM-Topic?)} Just replace the "FirstCustomFieldValue" with "CustomFieldValuesAsString". -m From kirby at umbc.edu Wed Dec 2 10:56:30 2015 From: kirby at umbc.edu (Joe Kirby) Date: Wed, 2 Dec 2015 10:56:30 -0500 Subject: [rt-users] Help with a template In-Reply-To: References: <49F333FB-33C0-46A9-A20A-F53448358F59@umbc.edu> <2E9F7C3F-6E43-4147-A292-B494675AD9C8@umbc.edu> Message-ID: Thanks Matt When I do this ITNM-Topic: {$Tickets{'TOP'}->CustomFieldValuesAsString('ITNM-Topic?)} I still just get the first 1 in the list for the child ticket. It show fine in the parent ticket of course but is not transferring down to the child. I am on 4.2.11 I appreciate your quick responses and ideas I included a snapshot of the parent and child in case that helped. Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - kirby at umbc.edu > On Dec 2, 2015, at 10:38 AM, Matt Zagrabelny wrote: > > On Wed, Dec 2, 2015 at 9:35 AM, Joe Kirby wrote: >> Matt >> >> I appreciate the suggestion however as a non-perl programmer I am not able >> to transition this to my template > > Sure. > >> I was hoping to have some command that would replace this line in the >> template so the child ticket could receive all the values from the parent as >> I am creating this dynamical via script/template >> >> ITNM-Topic: {$Tickets{'TOP'}->FirstCustomFieldValue('ITNM-Topic?)} > > Just replace the "FirstCustomFieldValue" with "CustomFieldValuesAsString". > > -m -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Screen Shot 2015-12-02 at 10.55.34 AM.png Type: image/png Size: 7180 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Screen Shot 2015-12-02 at 10.54.57 AM.png Type: image/png Size: 11382 bytes Desc: not available URL: From mzagrabe at d.umn.edu Wed Dec 2 11:14:18 2015 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Wed, 2 Dec 2015 10:14:18 -0600 Subject: [rt-users] Help with a template In-Reply-To: References: <49F333FB-33C0-46A9-A20A-F53448358F59@umbc.edu> <2E9F7C3F-6E43-4147-A292-B494675AD9C8@umbc.edu> Message-ID: Hi Joe, This is a guess - as we don't make use of creating child tickets with templates. Replace the line, "ITNM-Topic: {$Tickets{'TOP'}->CustomFieldValuesAsString('ITNM-Topic?)}" with the following: { my $cf = $Tickets{TOP}->LoadCustomFieldByIdentifier('ITNM-Topic'); my $topics = $cf->ValuesForObject($Tickets{TOP})->ItemsArrayRef; join "\n", map { "ITNM-Topic: " . $_->Content } @$topics ; } The idea here is to insert into the template a line of: ITNM-Topic: [blah] for each value in your CF. Alternatively to test things out, use the original line and an additional line to see if you can pass multiple values to a child ticket's CF: ITNM-Topic: {$Tickets{'TOP'}->FirstCustomFieldValue('ITNM-Topic?)} ITNM-Topic: testing_multiple_values Hopefully that child ticket will have two values in its ITNM-Topic CF. Hope that helps! -m On Wed, Dec 2, 2015 at 9:56 AM, Joe Kirby wrote: > Thanks Matt > > When I do this ITNM-Topic: > {$Tickets{'TOP'}->CustomFieldValuesAsString('ITNM-Topic?)} I still just get > the first 1 in the list for the child ticket. It show fine in the parent > ticket of course but is not transferring down to the child. > > I am on 4.2.11 > > I appreciate your quick responses and ideas > > I included a snapshot of the parent and child in case that helped. > > > Joe > > Joe Kirby , Assistant Vice President, Business Systems > Division of Information Technology (DoIT) > Support Response - http://www.umbc.edu/doit > Administration 627 > Office - 410-455-3020 > Email - kirby at umbc.edu > > On Dec 2, 2015, at 10:38 AM, Matt Zagrabelny wrote: > > On Wed, Dec 2, 2015 at 9:35 AM, Joe Kirby wrote: > > Matt > > I appreciate the suggestion however as a non-perl programmer I am not able > to transition this to my template > > > Sure. > > I was hoping to have some command that would replace this line in the > template so the child ticket could receive all the values from the parent > as > I am creating this dynamical via script/template > > ITNM-Topic: {$Tickets{'TOP'}->FirstCustomFieldValue('ITNM-Topic?)} > > > Just replace the "FirstCustomFieldValue" with "CustomFieldValuesAsString". > > -m > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Screen Shot 2015-12-02 at 10.55.34 AM.png Type: image/png Size: 7180 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Screen Shot 2015-12-02 at 10.54.57 AM.png Type: image/png Size: 11382 bytes Desc: not available URL: From kirby at umbc.edu Wed Dec 2 11:30:04 2015 From: kirby at umbc.edu (Joe Kirby) Date: Wed, 2 Dec 2015 11:30:04 -0500 Subject: [rt-users] Help with a template In-Reply-To: References: <49F333FB-33C0-46A9-A20A-F53448358F59@umbc.edu> <2E9F7C3F-6E43-4147-A292-B494675AD9C8@umbc.edu> Message-ID: <50A307BF-3F72-4A61-802D-356BFED24969@umbc.edu> Thank you so much!!! This worked great I really do appreciate it. Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - kirby at umbc.edu > On Dec 2, 2015, at 11:14 AM, Matt Zagrabelny wrote: > > Hi Joe, > > This is a guess - as we don't make use of creating child tickets with templates. > > Replace the line, "ITNM-Topic: {$Tickets{'TOP'}->CustomFieldValuesAsString('ITNM-Topic?)}" with the following: > > { > my $cf = $Tickets{TOP}->LoadCustomFieldByIdentifier('ITNM-Topic'); > my $topics = $cf->ValuesForObject($Tickets{TOP})->ItemsArrayRef; > > join "\n", > map { "ITNM-Topic: " . $_->Content } > @$topics > ; > } > > The idea here is to insert into the template a line of: > > ITNM-Topic: [blah] > > for each value in your CF. > > Alternatively to test things out, use the original line and an additional line to see if you can pass multiple values to a child ticket's CF: > > ITNM-Topic: {$Tickets{'TOP'}->FirstCustomFieldValue('ITNM-Topic?)} > ITNM-Topic: testing_multiple_values > > Hopefully that child ticket will have two values in its ITNM-Topic CF. > > Hope that helps! > > -m > > > On Wed, Dec 2, 2015 at 9:56 AM, Joe Kirby > wrote: > Thanks Matt > > When I do this ITNM-Topic: {$Tickets{'TOP'}->CustomFieldValuesAsString('ITNM-Topic?)} I still just get the first 1 in the list for the child ticket. It show fine in the parent ticket of course but is not transferring down to the child. > > I am on 4.2.11 > > I appreciate your quick responses and ideas > > I included a snapshot of the parent and child in case that helped. > > > > Joe > > Joe Kirby , Assistant Vice President, Business Systems > Division of Information Technology (DoIT) > Support Response - http://www.umbc.edu/doit > Administration 627 > Office - 410-455-3020 > Email - kirby at umbc.edu >> On Dec 2, 2015, at 10:38 AM, Matt Zagrabelny > wrote: >> >> On Wed, Dec 2, 2015 at 9:35 AM, Joe Kirby > wrote: >>> Matt >>> >>> I appreciate the suggestion however as a non-perl programmer I am not able >>> to transition this to my template >> >> Sure. >> >>> I was hoping to have some command that would replace this line in the >>> template so the child ticket could receive all the values from the parent as >>> I am creating this dynamical via script/template >>> >>> ITNM-Topic: {$Tickets{'TOP'}->FirstCustomFieldValue('ITNM-Topic?)} >> >> Just replace the "FirstCustomFieldValue" with "CustomFieldValuesAsString". >> >> -m > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron at grandmasfridge.org Wed Dec 2 12:59:35 2015 From: aaron at grandmasfridge.org (Aaron W. Swenson) Date: Wed, 02 Dec 2015 12:59:35 -0500 Subject: [rt-users] =?utf-8?q?=5Bphish=3F=5D_Re=3A__Updating_Ticket_Status?= =?utf-8?q?_via_PostgreSQL?= In-Reply-To: References: <74c63587e2fae8368ea4d8812ef6e737@grandmasfridge.org> Message-ID: On 2015-12-02 09:29, Matt Zagrabelny wrote: > Perhaps the "rt" tool. > > I just looked at some (paper!) documentation. Here is what I see: > > rt edit ticket/[TICKET ID] set status=noresponse > > Write your ticket ids to a file, one per line. psql uses "less" to > page the results - you can write the results to a file using '-o'. > > Wrap the above command in a bash for loop. > > for id in `cat /path/to/file/with/ids`; do > /opt/rt4/bin/rt edit ticket/$id set status=noresponse > done > > Give that a whirl? > > -m This is it! So, for those following along at home: $ psql -U rtuser -d rtdatabase rtuser=> \t rtuser=> \o ticket_ids.txt rtuser=> SELECT id FROM tickets WHERE id = effectiveid -- avoid awkwardness, maybe. AND status = 'open' AND told < '2015-11-01' -- truncate the timestamp to the minute because the -- seconds might not be exact, and it's unlikely that a -- customer would have sent something when we did. AND date_trunc('minute', told) = date_trunc('minute', lastupdate); rtuser=> \o rtuser=> \t rtuser=> \quit $ for t in $( References: <1448312279014-60997.post@n7.nabble.com> <1448320670288-61003.post@n7.nabble.com> <1448404254112-61011.post@n7.nabble.com> <6AA92FB9-C4FE-4852-B24A-F1554D1DCECA@billmail.scconsult.com> <1448904187899-61029.post@n7.nabble.com> <1448913741911-61031.post@n7.nabble.com> Message-ID: <1449078329816-61057.post@n7.nabble.com> Got it, so I removed the ServerName from httpd.conf and set it back to the default of nothing set for ServerName in httpd.conf. The error you said was not serious was what triggered me to start messing with ServerName in httpd.conf so I think that was my problem there. I left ServerName set to rt-ir-sandbox.snip.snip.snip.edu and restarted httpd (no worries on the question about restarting httpd after each config change, but, yes- I have been restarting httpd after every config change). Once I removed the ServerName from httpd.conf and left it only in rt.conf I'm starting to see some strange(r) behavior, first when I restart httpd I'm getting: ********************************************************** # service httpd restart Stopping httpd: [ OK ] Starting httpd: httpd: Could not reliably determine the server's fully qualified domain name, using 127.0.0.1 for ServerName [ OK ] ********************************************************** On the same (local) server from a private/incognito browser window I'm now getting the RT login page when I type in the fqdn (rt-ir-sandbox.snip.snip.snip.edu) in the address bar!! WHOO HOO PROGRESS! */****The problem was that even after running "make fixperms" (which apparently sets everything it touches to be owned by root:nobody) the apache user was not in the nobody group so the apache user couldn't access anything it needed to!!...so after manually making the apache user a member of the nobody group I magically got the RT login screen as I described above!...****/* However...there is still some major strangeness/problems going on. When I type localhost in a new incognito browser I get nothing....also when trying to access the RT login page from a external resource to the server hosting RT I'm also getting nothing ("No data received...ERR_EMPTY_RESPONSE)...which is obviously a big problem. So PROGRESS is good, at least I'm now getting the RT login page locally on the server while using the fqdn in the local browser on the server...but something is still very much off...also here is my redacted RT_SiteConfig.pm ... I've had the WebDomain set to rt-ir-sandbox.snip.snip.snip.edu throughout this troubleshooting duration: ************************************************************************* Set( $CommentAddress, 'RT-IR-Test-Comment at snip.edu' ); Set( $CorrespondAddress, 'RT-IR-Test-Correspond at snip.edu' ); Set( $DatabaseHost, 'localhost' ); Set( $DatabaseName, 'rt4' ); Set( $DatabasePassword, 'REDACTED' ); Set( $DatabasePort, '' ); Set( $DatabaseType, 'mysql' ); Set( $DatabaseUser, 'rt_user' ); Set( $Organization, 'rt-ir-sandbox.snip.snip.snip.edu' ); Set( $OwnerEmail, 'RT-IR-Bounce at snip.edu' ); Set( $SendmailPath, '/usr/sbin/sendmail' ); Set( $WebDomain, 'rt-ir-sandbox.snip.snip.snip.edu' ); Set( $WebPort, '80' ); # Set( $WebBaseURL, 'hxxp://rt-ir-sandbox.snip.snip.snip.edu' ); # Presently commented out Set( $rtname, 'rt-ir-sandbox.snip.snip.snip.edu' ); 1; ****************************************************************************** Thanks again in advance! -Drew -- View this message in context: http://requesttracker.8502.n7.nabble.com/Trouble-Error-with-Web-deployment-CentOS-httpd-mod-fcgid-tp60979p61057.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From dwdixon at umich.edu Wed Dec 2 12:57:27 2015 From: dwdixon at umich.edu (dwdixon) Date: Wed, 2 Dec 2015 10:57:27 -0700 (MST) Subject: [rt-users] Trouble/Error with Web deployment httpd/apache/mod_fcgid In-Reply-To: <1449078329816-61057.post@n7.nabble.com> References: <1448320670288-61003.post@n7.nabble.com> <1448404254112-61011.post@n7.nabble.com> <6AA92FB9-C4FE-4852-B24A-F1554D1DCECA@billmail.scconsult.com> <1448904187899-61029.post@n7.nabble.com> <1448913741911-61031.post@n7.nabble.com> <1449078329816-61057.post@n7.nabble.com> Message-ID: <1449079047927-61058.post@n7.nabble.com> Sorry clarification here" "I left ServerName set to rt-ir-sandbox.snip.snip.snip.edu and restarted httpd" What I meant to say was: "I left ServerName set to rt-ir-sandbox.snip.snip.snip.edu in my rt.conf VirtualHost and restarted httpd" -- View this message in context: http://requesttracker.8502.n7.nabble.com/Trouble-Error-with-Web-deployment-CentOS-httpd-mod-fcgid-tp60979p61058.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From Daniel.Schwager at dtnet.de Wed Dec 2 15:54:51 2015 From: Daniel.Schwager at dtnet.de (Daniel Schwager) Date: Wed, 2 Dec 2015 20:54:51 +0000 Subject: [rt-users] "rt-fulltext-indexer is already running" problem on solaris (flock) Message-ID: <5C4B841CCF894A4CBD8B13E25E2A575F23775724@exchange2.dtnet.de> Hi everybody, we setup a new rt 4.2.12 system and tried to follow the instructions for the native mysql full text search [1], but I failed always with the following command: /opt/rt4/sbin/rt-fulltext-indexer /opt/rt4/sbin/rt-fulltext-indexer is already running; aborting silently, as requested (/opt/rt4/sbin/rt-fulltext-indexer:93) The code [2] does not work for our solaris [3]. It's because perl at solaris handle 'flock' in an unusual way [5] (you can ask google...) So, after unsuccessfully trying to fix solaris/perl, we patched rt-fulltext-indexer [4]. Now the fulltext search works fine. Maybe somebody will help this information in the future. best regards Danny [1] https://www.bestpractical.com/docs/rt/4.2.12/full_text_indexing.html#Native-MySQL [2] rt-fulltext-indexer:91 if ( !flock main::DATA, LOCK_EX | LOCK_NB ) { [3] SunOS z-rt4app-a 5.11 11.2 sun4v sparc sun4v [4] patch root at z-rt4app-a: # diff rt-fulltext-indexer.org.20151202 rt-fulltext-indexer 91c91,93 < if ( !flock main::DATA, LOCK_EX | LOCK_NB ) { --- > open SELF, "+> /tmp/rt-fulltext-indexer.lock" or die ; > unless (flock SELF, LOCK_EX | LOCK_NB) { > #if ( !flock main::DATA, LOCK_EX | LOCK_NB ) { [5] http://www.perlmonks.org/bare/?node_id=256020 http://www.nntp.perl.org/group/perl.perl5.porters/2006/01/msg108851.html best regards Danny -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2279 bytes Desc: not available URL: From mcalado at tbstaxservices.com Thu Dec 3 12:55:52 2015 From: mcalado at tbstaxservices.com (Marcelo Calado | TBS TAX Services) Date: Thu, 3 Dec 2015 12:55:52 -0500 Subject: [rt-users] FW: CommandByUSer error on exec make initdb In-Reply-To: <006c01d12dee$a116fe00$e344fa00$@tbstaxservices.com> References: <006c01d12dee$a116fe00$e344fa00$@tbstaxservices.com> Message-ID: <007f01d12df3$db588750$920995f0$@tbstaxservices.com> Hi, I tried to install the Extension CommandByMail and when I tried to run make initdb I get an error: [root at tbsforyou RT-Extension-CommandByMail-1.00]# perl Makefile.PL Using RT configuration from /opt/rt4/lib/RT.pm: lib => /opt/rt4/local/plugins/RT-Extension-CommandByMail/lib *** Module::AutoInstall version 1.12 *** Checking for Perl dependencies... [Core Features] - Test::More ...loaded. (1.001014) - IPC::Open2 ...loaded. (1.03) *** Module::AutoInstall configuration finished. Open input '/tmp/RT_Extensions/RT-Extension-CommandByMail-1.00/lib/RT/Extension/Command ByMail/Test.pm' file for substitution Open output '/tmp/RT_Extensions/RT-Extension-CommandByMail-1.00/lib/RT/Extension/Command ByMail/Test.pm' file for substitution Checking if your kit is complete... Looks good Generating a Unix-style Makefile Writing Makefile for RT::Extension::CommandByMail Writing MYMETA.yml and MYMETA.json [root at tbsforyou RT-Extension-CommandByMail-1.00]# make cp lib/RT/Extension/CommandByMail.pm blib/lib/RT/Extension/CommandByMail.pm cp lib/RT/Interface/Email/Filter/TakeAction.pm blib/lib/RT/Interface/Email/Filter/TakeAction.pm cp lib/RT/Extension/CommandByMail/Test.pm blib/lib/RT/Extension/CommandByMail/Test.pm Manifying 2 pod documents [root at tbsforyou RT-Extension-CommandByMail-1.00]# make install Manifying 2 pod documents Installing /opt/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Extension/CommandBy Mail.pm Installing /opt/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Extension/CommandBy Mail/Test.pm Installing /opt/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Fil ter/TakeAction.pm Installing /opt/rt4/local/man/man3/RT::Interface::Email::Filter::TakeAction.3pm Installing /opt/rt4/local/man/man3/RT::Extension::CommandByMail.3pm Appending installation info to /opt/rt4/local/plugins/RT-Extension-CommandByMail/lib/perllocal.pod [root at tbsforyou RT-Extension-CommandByMail-1.00]# make initdb make: *** No rule to make target `initdb'. Stop. [root at tbsforyou RT-Extension-CommandByMail-1.00]# ls blib Changes inc lib Makefile Makefile.PL MANIFEST META.yml MYMETA.json MYMETA.yml pm_to_blib README SIGNATURE xt [root at tbsforyou RT-Extension-CommandByMail-1.00]# make initdb make: *** No rule to make target `initdb'. Stop. [root at tbsforyou RT-Extension-CommandByMail-1.00]# Any Idea? Thank you! Marcelo Calado. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mcalado at tbstaxservices.com Thu Dec 3 13:33:07 2015 From: mcalado at tbstaxservices.com (Marcelo Calado | TBS TAX Services) Date: Thu, 3 Dec 2015 13:33:07 -0500 Subject: [rt-users] Fetchmail Error on Socket::INET6::sockaddr_in6 redefined Message-ID: <008e01d12df9$10642440$312c6cc0$@tbstaxservices.com> Hello Everyone! I need heeeeeeeelp..J I've just install RT 4.2.12 on Centos OS 6.7. My .fetchamilrc file: set postmaster "services" set daemon 30 set invisible set no bouncemail set no syslog set logfile /var/log/fetchmail.log poll imap.myserver.net with proto IMAP service 993 user 'user at mydomain.com' there with password 'password' is rt here mda '/opt/rt4/bin/rt-mailgate --queue TaxOnline --action correspond --url https://tbsintranet.com' options no keep fetchall ssl sslcertck folder Inbox This is the error: fetchmail: reading message services at mydomain.com@imap.where.my server.net:2 of 2 (1207 header octets) (2065 body octets) (log message incomplete) fetchmail: MDA returned nonzero status 75 fetchmail: not flushed fetchmail: terminated with signal 15 fetchmail: starting fetchmail 6.3.17 daemon fetchmail: 2 messages for services at mydomain.com at imap.myserver.net (folder Inbox). Subroutine IO::Socket::INET6::sockaddr_in6 redefined at /usr/share/perl5/Exporter.pm line 67. at /usr/share/perl5/IO/Socket/INET6.pm line 21. fetchmail: reading message services at mydomain.com@imap.myserver.net:1 of 2 (1240 header octets) (5892 body octets) flushed fetchmail: socket error while fetching from services at mydmoain.com@imap.myserver.net fetchmail: Query status=2 (SOCKET) fetchmail: 1 message for services at mydomain.com at imap.myserver.net (folder Inbox). Subroutine IO::Socket::INET6::sockaddr_in6 redefined at /usr/share/perl5/Exporter.pm line 67. at /usr/share/perl5/IO/Socket/INET6.pm line 21. fetchmail: reading message services at mydomain.com@imap.myserver.net:1 of 1 (1207 header octets) (2065 body octets) flushed Any idea???? I used the same settings for fetchmail in my old server (Ubuntu 14.04) and works fine! But After I installed on Cento 6.7, the mail was flushed, but the RT does not create the ticket on my queue. Thank you! Marcelo Calado. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mcalado at tbstaxservices.com Thu Dec 3 16:31:56 2015 From: mcalado at tbstaxservices.com (Marcelo Calado | TBS TAX Services) Date: Thu, 3 Dec 2015 16:31:56 -0500 Subject: [rt-users] 500 Internal Server Error & On Load Attachments Message-ID: <014101d12e12$0ac7cb90$205762b0$@tbstaxservices.com> Hi all! I hope someone could point me in a direction for figuring out this error: 500 Internal Server Error: The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, mcalado at tbstaxservices.com and inform them of the time the error occurred, and anything you might have done that may have caused the error. More information about this error may be available in the server error log. This occurs when trying to add a doc/jpeg/xls/etc. to a ticket when the loaded file is larger than 1Mb. I have already checked the: PHP [root at myserver]# cat /etc/php.ini | grep upload_max upload_max_filesize = 8M MYSQL [root at myserver]# cat /etc/my.cnf | grep max-allowed max-allowed-packet = 16M RT [root at myserver]# cat /opt/rt4/etc/RT_Config.pm | grep MaxAttachmentSize Set($MaxAttachmentSize, 10_000_000); # 10M No error on logs: messages, access_log, error_log When I choose a file up to 1M and click on ??dd More Files? . go ahead .but if the loaded file is larger than 1mb ..if sum of (File1+ File2 + File3) => 1Mb .show an error! Any idea? Thank you! Marcelo Calado. -------------- next part -------------- An HTML attachment was scrubbed... URL: From rtusers-20090205 at billmail.scconsult.com Thu Dec 3 20:56:53 2015 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Thu, 03 Dec 2015 20:56:53 -0500 Subject: [rt-users] Trouble/Error with Web deployment httpd/apache/mod_fcgid In-Reply-To: <1449078329816-61057.post@n7.nabble.com> References: <1448312279014-60997.post@n7.nabble.com> <1448320670288-61003.post@n7.nabble.com> <1448404254112-61011.post@n7.nabble.com> <6AA92FB9-C4FE-4852-B24A-F1554D1DCECA@billmail.scconsult.com> <1448904187899-61029.post@n7.nabble.com> <1448913741911-61031.post@n7.nabble.com> <1449078329816-61057.post@n7.nabble.com> Message-ID: On 2 Dec 2015, at 12:45, dwdixon wrote: > Got it, so I removed the ServerName from httpd.conf and set it back to > the > default of nothing set for ServerName in httpd.conf. The error you > said was > not serious was what triggered me to start messing with ServerName in > httpd.conf so I think that was my problem there. I left ServerName > set to > rt-ir-sandbox.snip.snip.snip.edu and restarted httpd (no worries on > the > question about restarting httpd after each config change, but, yes- I > have > been restarting httpd after every config change). > > Once I removed the ServerName from httpd.conf and left it only in > rt.conf > I'm starting to see some strange(r) behavior, first when I restart > httpd I'm > getting: > > ********************************************************** > # service httpd restart > Stopping httpd: [ OK ] > Starting httpd: httpd: Could not reliably determine the server's fully > qualified domain name, using 127.0.0.1 for ServerName > [ OK ] > ********************************************************** That mostly-harmless (because you don't want to use the default "main server" of Apache for anything) error message probably is the result of the primary non-loopback network interface having an IP address without proper reverse resolution and/or a system hostname that doesn't resolve to any IP address on any interface on the host. Or crap DNS servers or garbage in /etc/hosts or the obnoxious NetworkMangler "tool" (it's a tool alright...) deciding you didn't mean what you put in a config file. > On the same (local) server from a private/incognito browser window I'm > now > getting the RT login page when I type in the fqdn > (rt-ir-sandbox.snip.snip.snip.edu) in the address bar!! WHOO HOO > PROGRESS! > > */****The problem was that even after running "make fixperms" (which > apparently sets everything it touches to be owned by root:nobody) the > apache > user was not in the nobody group so the apache user couldn't access > anything > it needed to!!...so after manually making the apache user a member of > the > nobody group I magically got the RT login screen as I described > above!...****/* That's.... odd. The RT configure script should have figured out a better ownership/permissions model and generated a Makefile that did the right thing for you. There is some stuff in RT that's 640 or 750, but if fixperms did the wrong thing it was because configure couldn't determine the right owner and/or group, not because the apache user wasn't in the right group. > However...there is still some major strangeness/problems going on. > When I > type localhost in a new incognito browser I get nothing.... That's slightly odd: I'd expect that to get you the default (httpd.conf) document root. I STRONGLY recommend a long read of the Apache docs. Particularly: https://httpd.apache.org/docs/2.4/dns-caveats.html https://httpd.apache.org/docs/2.4/vhosts/details.html https://httpd.apache.org/docs/2.4/vhosts/name-based.html > also when trying > to access the RT login page from a external resource to the server > hosting > RT I'm also getting nothing ("No data > received...ERR_EMPTY_RESPONSE)...which > is obviously a big problem. That sounds like it could be an iptables issue, except that I'd expect an error complaining about the connection. Apache's logs should be helpful if you're getting a connection and making a request but then not getting anything back. > So PROGRESS is good, at least I'm now getting the RT login page > locally on > the server while using the fqdn in the local browser on the > server...but > something is still very much off...also here is my redacted > RT_SiteConfig.pm > ... I've had the WebDomain set to rt-ir-sandbox.snip.snip.snip.edu > throughout this troubleshooting duration: > > > ************************************************************************* > Set( $CommentAddress, 'RT-IR-Test-Comment at snip.edu' ); > Set( $CorrespondAddress, 'RT-IR-Test-Correspond at snip.edu' ); > Set( $DatabaseHost, 'localhost' ); > Set( $DatabaseName, 'rt4' ); > Set( $DatabasePassword, 'REDACTED' ); > Set( $DatabasePort, '' ); > Set( $DatabaseType, 'mysql' ); > Set( $DatabaseUser, 'rt_user' ); > Set( $Organization, 'rt-ir-sandbox.snip.snip.snip.edu' ); > Set( $OwnerEmail, 'RT-IR-Bounce at snip.edu' ); > Set( $SendmailPath, '/usr/sbin/sendmail' ); > Set( $WebDomain, 'rt-ir-sandbox.snip.snip.snip.edu' ); > Set( $WebPort, '80' ); > # Set( $WebBaseURL, 'hxxp://rt-ir-sandbox.snip.snip.snip.edu' ); # > Presently commented out > Set( $rtname, 'rt-ir-sandbox.snip.snip.snip.edu' ); > 1; > ****************************************************************************** Seems reasonable, but I'd suggest 3 things: 1. Set( $DatabaseHost, '' ); This causes RT to connect over the mysql local socket rather than TCP to localhost:3306, which means slightly better performance and one more network listener you can kill (unless you need that mysqld for other things that aren't local or are too dumb to use sockets) 2. Remove any mention of WebBaseURL. Unless you have RT behind a proxy or have Apache doing HTTPS on a port other than 443, the code in RT_Config.pm will build the correct value for you. 3. Set( $WebPort, '443' ); Yes, that also means you will need to set up HTTPS in Apache. However, if your RT is serving anything other than you on the same host (don't laugh, I've seen that) you're going to want it only every using TLS. Even more true if you have it on a campus network of a major public university known to operate intensive network sniffing and scanning projects as research. From impreza at evhr.net Fri Dec 4 09:07:49 2015 From: impreza at evhr.net (Thooms) Date: Fri, 4 Dec 2015 07:07:49 -0700 (MST) Subject: [rt-users] RT::Extension::RepeatTicket-1.10 Message-ID: <1449238069018-61064.post@n7.nabble.com> Hi everybody, we use RT 4.2.12 since 2 months and it works just fine. We recently installed Repeat Ticket 1.10. I read all the articles about this extension but I still don't understand how it really works. We have a ticket and we set the recurrence: Every Week on Monday with a ticket lead time 7 and concurrent 1. The cron job starts every day at 5.15 AM without type. System repeats this ticket on thursday, then we close and next day repeat it again. I undestand that we must pay attention at the ticket lead time. If it set to 7, means 7 days before due date a ticket is generated. So let's try null value. The system must generate the ticket the day of the recurrence is set. No chance, it 's all day generated too. I can set 2,1 or 0 in the ticket lead time, the ticket is always generated before those days lead time. I know that if i change the cronjob with the ticket number it works. Add the type in the cronjob is not a good solution because we lost the "today" value and how it will work if we have --type weekly and the cronjob works on monday but the recurrence is set on friday ? System repeats the ticket 4 days before we want. We want a ticket to be repeated every monday but this day and not before. How must we set the recurrence ? I know we can re-open ticket (cronjob) with status stalled but we don't want always the same ticket. We want a new so we can set the right work time for that ticket. Thanks -- View this message in context: http://requesttracker.8502.n7.nabble.com/RT-Extension-RepeatTicket-1-10-tp61064.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From kirby at umbc.edu Fri Dec 4 11:40:20 2015 From: kirby at umbc.edu (Joe Kirby) Date: Fri, 4 Dec 2015 11:40:20 -0500 Subject: [rt-users] Question about Comments Message-ID: <8A077842-47A7-4163-9486-BE7E1E7AFF93@umbc.edu> Our queues are setup to not contact the requestor on a comment via email OR to even let the requestor see the comment. One of my power users put a comment on the ticket but included as a one-time cc someone who does not go into RT very often. That user actually replied back to the email which then contacted the requestor with both his response and the original comment. Is there a way to recognize an email coming back to RT as a response to a comment and suppressing any email notification etc. to the requestor? Thanks Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - kirby at umbc.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Fri Dec 4 11:48:14 2015 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Fri, 4 Dec 2015 10:48:14 -0600 Subject: [rt-users] Question about Comments In-Reply-To: <8A077842-47A7-4163-9486-BE7E1E7AFF93@umbc.edu> References: <8A077842-47A7-4163-9486-BE7E1E7AFF93@umbc.edu> Message-ID: On Fri, Dec 4, 2015 at 10:40 AM, Joe Kirby wrote: > Our queues are setup to not contact the requestor on a comment via email OR > to even let the requestor see the comment. > > One of my power users put a comment on the ticket but included as a one-time > cc someone who does not go into RT very often. > > That user actually replied back to the email which then contacted the > requestor with both his response and the original comment. > > Is there a way to recognize an email coming back to RT as a response to a > comment and suppressing any email notification etc. to the requestor? There are two questions you ask in the above sentence. A. Is there a way to recognize an email coming back to RT as a response to a comment? Yes. That should happen per your configs: Set($CommentAddress , 'comment at rt.d.umn.edu'); When comments go out (even to one-time-ccs) the reply-to address will be whatever is configured. When replies to that comment come back to the system, your MTA is configured to make those transactions comments: $ grep comment /etc/aliases comment: "|/opt/rt4/bin/rt-mailgate --queue 'helpdesk' --action 'comment' --url https://rt.d.umn.edu" B. And suppress any email notifications to the requestor? That is configured in your scrips. -m From kirby at umbc.edu Fri Dec 4 11:59:23 2015 From: kirby at umbc.edu (Joe Kirby) Date: Fri, 4 Dec 2015 11:59:23 -0500 Subject: [rt-users] Question about Comments In-Reply-To: References: <8A077842-47A7-4163-9486-BE7E1E7AFF93@umbc.edu> Message-ID: <99FEF56F-5FC1-449E-A508-D55E35A5082A@umbc.edu> Thanks Matt. I will review closer as I thought we had that setup correctly but apparently not Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - kirby at umbc.edu > On Dec 4, 2015, at 11:48 AM, Matt Zagrabelny wrote: > > On Fri, Dec 4, 2015 at 10:40 AM, Joe Kirby wrote: >> Our queues are setup to not contact the requestor on a comment via email OR >> to even let the requestor see the comment. >> >> One of my power users put a comment on the ticket but included as a one-time >> cc someone who does not go into RT very often. >> >> That user actually replied back to the email which then contacted the >> requestor with both his response and the original comment. >> >> Is there a way to recognize an email coming back to RT as a response to a >> comment and suppressing any email notification etc. to the requestor? > > There are two questions you ask in the above sentence. > > A. Is there a way to recognize an email coming back to RT as a > response to a comment? > > Yes. That should happen per your configs: > > Set($CommentAddress , 'comment at rt.d.umn.edu'); > > When comments go out (even to one-time-ccs) the reply-to address will > be whatever is configured. > > When replies to that comment come back to the system, your MTA is > configured to make those transactions comments: > > $ grep comment /etc/aliases > comment: "|/opt/rt4/bin/rt-mailgate --queue 'helpdesk' --action > 'comment' --url https://rt.d.umn.edu" > > B. And suppress any email notifications to the requestor? > > That is configured in your scrips. > > -m -------------- next part -------------- An HTML attachment was scrubbed... URL: From mcalado at tbstaxservices.com Mon Dec 7 09:39:55 2015 From: mcalado at tbstaxservices.com (Marcelo Calado | TBS TAX Services) Date: Mon, 7 Dec 2015 09:39:55 -0500 Subject: [rt-users] Can't locate RT/Calendar.pm - Compilation Error Message-ID: <002501d130fd$2594e870$70beb950$@tbstaxservices.com> Hi, I installed MyCalendar Extension and after I selected on my dashboard, RT show me this error on my dashboard "An internal RT error has occurred. Your administrator can find more details in RT's log files." (RT 4.2.12 ; Centos 6.7.) Looking into my logs: [25525] [Fri Dec 4 16:56:28 2015] [error]: Error during compilation of /opt/rt4/share/html/Elements/MyCalendar: Can't locate RT/Calendar.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib /opt/rt4/sbin/../lib /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 .) at /opt/rt4/share/html/Elements/MyCalendar line 41. Stack: [/opt/rt4/share/html/Elements/MyCalendar:41] [RT/Calendar.pm:41] [/usr/local/share/perl5/HTML/Mason/Interp.pm:817] [/usr/local/share/perl5/HTML/Mason/Interp.pm:445] [/usr/local/share/perl5/HTML/Mason/Request.pm:1127] [/usr/local/share/perl5/HTML/Mason/Request.pm:1060] [/usr/local/share/perl5/HTML/Mason/Request.pm:1239] [/opt/rt4/share/html/Elements/MyRT:96] [/opt/rt4/share/html/index.html:78] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:681] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:369] [/opt/rt4/share/html/autohandler:53] BEGIN failed--compilation aborted at /opt/rt4/share/html/Elements/MyCalendar line 41. Stack: [/opt/rt4/share/html/Elements/MyCalendar:41] [/usr/local/share/perl5/HTML/Mason/Interp.pm:817] [/usr/local/share/perl5/HTML/Mason/Interp.pm:445] [/usr/local/share/perl5/HTML/Mason/Request.pm:1127] [/usr/local/share/perl5/HTML/Mason/Request.pm:1060] [/usr/local/share/perl5/HTML/Mason/Request.pm:1239] [/opt/rt4/share/html/Elements/MyRT:96] [/opt/rt4/share/html/index.html:78] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:681] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:369] [/opt/rt4/share/html/autohandler:53] Stack: [/usr/local/share/perl5/HTML/Mason/Interp.pm:450] [/usr/local/share/perl5/HTML/Mason/Request.pm:1127] [/usr/local/share/perl5/HTML/Mason/Request.pm:1060] [/usr/local/share/perl5/HTML/Mason/Request.pm:1239] [/opt/rt4/share/html/Elements/MyRT:96] [/opt/rt4/share/html/index.html:78] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:681] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:369] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) A quick help will be appreciated as we are missing critical requests. Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From dwdixon at umich.edu Mon Dec 7 16:41:29 2015 From: dwdixon at umich.edu (dwdixon) Date: Mon, 7 Dec 2015 14:41:29 -0700 (MST) Subject: [rt-users] Trouble/Error with Web deployment httpd/apache/mod_fcgid In-Reply-To: References: <1448320670288-61003.post@n7.nabble.com> <1448404254112-61011.post@n7.nabble.com> <6AA92FB9-C4FE-4852-B24A-F1554D1DCECA@billmail.scconsult.com> <1448904187899-61029.post@n7.nabble.com> <1448913741911-61031.post@n7.nabble.com> <1449078329816-61057.post@n7.nabble.com> Message-ID: <1449524489992-61071.post@n7.nabble.com> Bill Cole-8 wrote > That's.... odd. The RT configure script should have figured out a better > ownership/permissions model and generated a Makefile that did the right > thing for you. There is some stuff in RT that's 640 or 750, but if > fixperms did the wrong thing it was because configure couldn't determine > the right owner and/or group, not because the apache user wasn't in the > right group. > > > REPLY: > I flubbed up from the begining and just discovered what my first mistake > was (fixable mistake but very annoying)...when I ran ./configure I should > have passed it as such being that I'm installing on RHEL/CentOS...anyone > installing on RHEL/CentOS take note this could save you a lot of time if > you configure this way from the get go I believe: */ > ./configure --with-web-user=apache --with-web-group=apache /* > > Since the default on RHEL/CentOS is to use the apache:apache user and > group and not www/www-data/nobody as far as I know and with other > distributions. > > ******************************************************************************* > > That's slightly odd: I'd expect that to get you the default (httpd.conf) > document root. > > I STRONGLY recommend a long read of the Apache docs. Particularly: > > https://httpd.apache.org/docs/2.4/dns-caveats.html > https://httpd.apache.org/docs/2.4/vhosts/details.html > https://httpd.apache.org/docs/2.4/vhosts/name-based.html > > > REPLY: > > Duly noted...The first link helped me immensely! Thank you! I changed my > VirtualHost to use my server's IP address rather than the FQDN > > ............ instead of........ > > That seemed to do the trick and stop the majority of the strangeness I was > experiencing. The rest was permissions issues due to my first mistake > above from what I can tell. > > After I installed & enabled the RT-IR addon for RT I had to fix the > permissions here also due to my first mistake as well: > > From /opt/rt4/var/mason_data/ ..... chown -R apache:apache * > > This got RT-IR working. > > *********************************************************************** > > That sounds like it could be an iptables issue, except that I'd expect > an error complaining about the connection. > > Apache's logs should be helpful if you're getting a connection and > making a request but then not getting anything back. > > REPLY: > > Again you're on point sir. I suspected this may be iptables as well but > was slightly caught off guard as my defauly policy for the INPUT & FORWARD > chains were ACCEPT...I did not notice the default DENY rule at the bottom > of the INPUT chain that FILTERS traffic that doesn't match rules above > it....I re-hashed my iptables rulebase with default DENY for INPUT & > FORWARD and provisioned proper rules above to allow operations of > RT/RT-IR. > > > *********************************************************************** > > > Seems reasonable, but I'd suggest 3 things: > > 1. Set( $DatabaseHost, '' ); > This causes RT to connect over the mysql local socket rather than > TCP to localhost:3306, which means slightly better performance and one > more network listener you can kill (unless you need that mysqld for > other things that aren't local or are too dumb to use sockets) > > 2. Remove any mention of WebBaseURL. Unless you have RT behind a proxy > or have Apache doing HTTPS on a port other than 443, the code in > RT_Config.pm will build the correct value for you. > > 3. Set( $WebPort, '443' ); > Yes, that also means you will need to set up HTTPS in Apache. > However, if your RT is serving anything other than you on the same host > (don't laugh, I've seen that) you're going to want it only every using > TLS. Even more true if you have it on a campus network of a major public > university known to operate intensive network sniffing and scanning > projects as research. > > > REPLY: > > Great stuff. I def. implemented item #1 here as this is a better way to > go for my sandbox and for my dev RT/RT-IR servers. > > Item #2 I also went ahead and did as recommend as that makes sense. > > Item #3 That is the plan once I get to the part where I am building my > production server...I will be setting up apache to use our SSO > implementation here that requires SSL/TLS at our super scanning major > university (I've nothing to do with that research other than dealing with > some of its fallout on occasion so trust me I totally understand what you > mean.) > > From what I've read thus far setting up https/TLS may be a challenge with > RT/RT-IR especially with getting rt-mailgate/e-mail ticket creation > working which is in scope for us so these two things will be my next > challenge....and I'm sure you'll see posts from me here about in the very > near future : ) > > On that note....this is the best resource i've found on setting up > rt-mailgate/e-mail ticketing...is there something better out there or an > example config/tutorial I do not know about yet? > > http://requesttracker.wikia.com/wiki/ManualEmailConfig > > Thank you very much for all your help!!! > > -Drew -- View this message in context: http://requesttracker.8502.n7.nabble.com/Trouble-Error-with-Web-deployment-CentOS-httpd-mod-fcgid-tp60979p61071.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From dwdixon at umich.edu Mon Dec 7 16:50:17 2015 From: dwdixon at umich.edu (dwdixon) Date: Mon, 7 Dec 2015 14:50:17 -0700 (MST) Subject: [rt-users] Trouble/Error with Web deployment httpd/apache/mod_fcgid In-Reply-To: <1449524489992-61071.post@n7.nabble.com> References: <1448404254112-61011.post@n7.nabble.com> <6AA92FB9-C4FE-4852-B24A-F1554D1DCECA@billmail.scconsult.com> <1448904187899-61029.post@n7.nabble.com> <1448913741911-61031.post@n7.nabble.com> <1449078329816-61057.post@n7.nabble.com> <1449524489992-61071.post@n7.nabble.com> Message-ID: <1449525017259-61072.post@n7.nabble.com> Quotes are fixed now if you follow the "View this message in context:" URL in the previous email from this thread... -- View this message in context: http://requesttracker.8502.n7.nabble.com/Trouble-Error-with-Web-deployment-CentOS-httpd-mod-fcgid-tp60979p61072.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ggreene at minervanetworks.com Mon Dec 7 20:01:20 2015 From: ggreene at minervanetworks.com (Gary Greene) Date: Tue, 8 Dec 2015 01:01:20 +0000 Subject: [rt-users] Debugging RT code.... Message-ID: <169740D6-4ABC-47D6-9BB2-450D75A2366F@minervanetworks.com> I?m working on updating the rt-reminders.pl to work with the newer API, and I?m getting the following error when running it from command-line: rt:~/bin # /root/bin/rt-reminders.pl -r Can't call method "warn" on an undefined value at /usr/lib/perl5/vendor_perl/5.20.1/RT.pm line 954. We?re running RT 4.2.12 on openSUSE 13.2. Any ideas would be helpful. Thanks. -- Gary L. Greene, Jr. Sr. Systems Administrator IT Operations Minerva Networks, Inc. Cell: +1 (650) 704-6633 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 842 bytes Desc: Message signed with OpenPGP using GPGMail URL: From rtusers-20090205 at billmail.scconsult.com Mon Dec 7 21:16:11 2015 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Mon, 07 Dec 2015 21:16:11 -0500 Subject: [rt-users] Debugging RT code.... In-Reply-To: <169740D6-4ABC-47D6-9BB2-450D75A2366F@minervanetworks.com> References: <169740D6-4ABC-47D6-9BB2-450D75A2366F@minervanetworks.com> Message-ID: <3E01B8F0-3122-43D6-B525-A9A1150C8ABC@billmail.scconsult.com> On 7 Dec 2015, at 20:01, Gary Greene wrote: > I?m working on updating the rt-reminders.pl to work with the newer > API, and I?m getting the following error when running it from > command-line: > > rt:~/bin # /root/bin/rt-reminders.pl -r > Can't call method "warn" on an undefined value at > /usr/lib/perl5/vendor_perl/5.20.1/RT.pm line 954. > > We?re running RT 4.2.12 on openSUSE 13.2. Any ideas would be > helpful. Get a stack trace. Something called a deprecated method in an odd way such that RT=>Deprecated() couldn't figure out a caller name. From woody at wildthingsafaris.com Tue Dec 8 02:01:02 2015 From: woody at wildthingsafaris.com (Woody - Wild Thing Safaris) Date: Tue, 8 Dec 2015 10:01:02 +0300 Subject: [rt-users] no To: header in AdminCC's mails In-Reply-To: <56654D99.70109@lemonia.org> References: <56654D99.70109@lemonia.org> Message-ID: <5666802E.1090903@wildthingsafaris.com> Hi all, I was sure this would have come up somewhere but i can't make a search produce any results. This also tells me that it's most likely my error if no-one else has the problem Mails to "AdminCC" are sent as a BCC, but there is no To: or CC: fields, so spam filtering marks all the mails as spam. 1.2 MISSING_HEADERS Missing To: header 1.9 REPLYTO_WITHOUT_TO_CC REPLYTO_WITHOUT_TO_CC I have made a workaround solution by putting a To: header in the admincc template that sends the mail to a /dev/null mailbox, but that's hardly ideal. Below are the full headers of the mail thanks in advance for any suggestions Woody. Return-Path: Received: from deliver ([unix socket]) by math.xxx.net (Cyrus v2.3.16-Fedora-RPM-2.3.16-13.el6_6) with LMTPA; Mon, 07 Dec 2015 08:30:55 +0000 X-Sieve: CMU Sieve 2.3 Received: from bodge.xxx.org ([xxx.xxx.xxx.xx]) by math.xxx.net with esmtp (Exim 4.72) (envelope-from ) id 1a5rCA-0001wG-7Q; Mon, 07 Dec 2015 08:30:55 +0000 Received: from www-data by bodge.x.org with local (Exim 4.82) (envelope-from ) id 1a5rC4-0001D1-VW; Mon, 07 Dec 2015 08:30:49 +0000 Subject: Re: Fw: WTGxxxx Jeep Cherokee 2006 From: workshop at xxx.com Reply-To: workshop at xxx.com In-Reply-To: References: <56654142.3090600 at xxx.com> Message-ID: X-RT-Loop-Prevention: WT X-RT-Ticket: WT #82786 X-Managed-BY: RT 4.2.9 (http://www.bestpractical.com/rt/) X-RT-Originator: stephen at xxx.org Content-Type: multipart/mixed; boundary="----------=_1449477048-4190-15" Precedence: bulk Date: Mon, 07 Dec 2015 11:30:48 +0300 MIME-Version: 1.0 Content-Transfer-Encoding: 8bit X-Spam-Score: 2.5 (++) X-Spam-Report: Spam detection software, running on the system "math.xxx.net", has identified this incoming email as possible spam. The original message has been attached to this so you can view it (if it isn't spam) or label similar future email. If you have any questions, see the administrator of that system for details. Content preview: Ticket URL: http://rt.xxx.com/Ticket/Display.html?id=82786 Hi Woody, No idea whether it has been skimmed before. The previous owner is not contactable, so I cannot check with him. He had it from new, and I'm not aware of any earlier problems. [...] Content analysis details: (2.5 points, 5.0 required) pts rule name description ---- ---------------------- -------------------------------------------------- -0.7 RCVD_IN_DNSWL_LOW RBL: Sender listed at http://www.dnswl.org/, low trust [xx.xx.xx.xx listed in list.dnswl.org] -0.0 SPF_PASS SPF: sender matches SPF record 1.2 MISSING_HEADERS Missing To: header 0.0 TVD_FW_GRAPHIC_NAME_MID BODY: Medium sized image attachment name 0.0 HTML_MESSAGE BODY: HTML included in message 1.9 REPLYTO_WITHOUT_TO_CC REPLYTO_WITHOUT_TO_CC This is a multi-part message in MIME format... ------------=_1449477048-4190-15 Content-Type: multipart/alternative; boundary="----------=_1449477048-4190-14" This is a multi-part message in MIME format... ------------=_1449477048-4190-14 RT-Attach-Message: yes Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 Ticket URL: http://rt.xxx.com/Ticket/Display.html?id=82786 Hi Woody, Regards, From cloos at netcologne.de Tue Dec 8 03:00:08 2015 From: cloos at netcologne.de (Christian Loos) Date: Tue, 8 Dec 2015 09:00:08 +0100 Subject: [rt-users] no To: header in AdminCC's mails In-Reply-To: <5666802E.1090903@wildthingsafaris.com> References: <56654D99.70109@lemonia.org> <5666802E.1090903@wildthingsafaris.com> Message-ID: <56668E08.8050609@netcologne.de> Am 08.12.2015 um 08:01 schrieb Woody - Wild Thing Safaris: > Hi all, > > I was sure this would have come up somewhere but i can't make a search > produce any results. This also tells me that it's most likely my error > if no-one else has the problem > > Mails to "AdminCC" are sent as a BCC, but there is no To: or CC: fields, > so spam filtering marks all the mails as spam. > > 1.2 MISSING_HEADERS Missing To: header > 1.9 REPLYTO_WITHOUT_TO_CC REPLYTO_WITHOUT_TO_CC > > I have made a workaround solution by putting a To: header in the admincc > template that sends the mail to a /dev/null mailbox, but that's hardly > ideal. > > Below are the full headers of the mail > > thanks in advance for any suggestions > > Woody. You shoudl set the $UseFriendlyToLine config option: https://www.bestpractical.com/docs/rt/4.2/RT_Config.html#UseFriendlyToLine Chris From woody at wildthingsafaris.com Tue Dec 8 03:21:20 2015 From: woody at wildthingsafaris.com (Woody - Wild Thing Safaris) Date: Tue, 8 Dec 2015 11:21:20 +0300 Subject: [rt-users] no To: header in AdminCC's mails In-Reply-To: <56668E08.8050609@netcologne.de> References: <56654D99.70109@lemonia.org> <5666802E.1090903@wildthingsafaris.com> <56668E08.8050609@netcologne.de> Message-ID: <56669300.7070604@wildthingsafaris.com> Thanks for your swift response Chris - thought it must be my config. In a similar vein, should i set FriendlyFromLine too to maintain RFC compliance? w. On 08/12/15 11:00, Christian Loos wrote: > Am 08.12.2015 um 08:01 schrieb Woody - Wild Thing Safaris: >> Hi all, >> >> I was sure this would have come up somewhere but i can't make a search >> produce any results. This also tells me that it's most likely my error >> if no-one else has the problem >> >> Mails to "AdminCC" are sent as a BCC, but there is no To: or CC: fields, >> so spam filtering marks all the mails as spam. >> >> 1.2 MISSING_HEADERS Missing To: header >> 1.9 REPLYTO_WITHOUT_TO_CC REPLYTO_WITHOUT_TO_CC >> >> I have made a workaround solution by putting a To: header in the admincc >> template that sends the mail to a /dev/null mailbox, but that's hardly >> ideal. >> >> Below are the full headers of the mail >> >> thanks in advance for any suggestions >> >> Woody. > You shoudl set the $UseFriendlyToLine config option: > https://www.bestpractical.com/docs/rt/4.2/RT_Config.html#UseFriendlyToLine > > Chris > > -- ----------------------- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com From cloos at netcologne.de Tue Dec 8 03:55:19 2015 From: cloos at netcologne.de (Christian Loos) Date: Tue, 8 Dec 2015 09:55:19 +0100 Subject: [rt-users] no To: header in AdminCC's mails In-Reply-To: <56669300.7070604@wildthingsafaris.com> References: <56654D99.70109@lemonia.org> <5666802E.1090903@wildthingsafaris.com> <56668E08.8050609@netcologne.de> <56669300.7070604@wildthingsafaris.com> Message-ID: <56669AF7.7050801@netcologne.de> Am 08.12.2015 um 09:21 schrieb Woody - Wild Thing Safaris: > Thanks for your swift response Chris - thought it must be my config. > In a similar vein, should i set FriendlyFromLine too to maintain RFC > compliance? > > w. Setting $FriendlyFromLine isn't necessary because the outgoing mail will always have a From header. Setting $FriendlyFromLine just changes the format of the From header, which you can customize by $FriendlyFromLineFormat. Chris From woody at wildthingsafaris.com Tue Dec 8 03:56:23 2015 From: woody at wildthingsafaris.com (Woody - Wild Thing Safaris) Date: Tue, 8 Dec 2015 11:56:23 +0300 Subject: [rt-users] no To: header in AdminCC's mails In-Reply-To: <56669AF7.7050801@netcologne.de> References: <56654D99.70109@lemonia.org> <5666802E.1090903@wildthingsafaris.com> <56668E08.8050609@netcologne.de> <56669300.7070604@wildthingsafaris.com> <56669AF7.7050801@netcologne.de> Message-ID: <56669B37.7000706@wildthingsafaris.com> Thank you very much w. On 08/12/15 11:55, Christian Loos wrote: > Am 08.12.2015 um 09:21 schrieb Woody - Wild Thing Safaris: >> Thanks for your swift response Chris - thought it must be my config. >> In a similar vein, should i set FriendlyFromLine too to maintain RFC >> compliance? >> >> w. > Setting $FriendlyFromLine isn't necessary because the outgoing mail will > always have a From header. > > Setting $FriendlyFromLine just changes the format of the From header, > which you can customize by $FriendlyFromLineFormat. > > Chris > > -- ----------------------- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com From chrisherrmann7 at gmail.com Tue Dec 8 05:55:08 2015 From: chrisherrmann7 at gmail.com (Chris Herrmann) Date: Tue, 8 Dec 2015 21:55:08 +1100 Subject: [rt-users] Find the first day of this month Message-ID: Hi all, This has been kicked around a few times over the years if google & the list archives are anything to go on, but I haven't actually seen a solution that meets what any of the requestors (and me) want. Which is... to run a search using a date like: Queue = 'myqueue' and ( ( Status = 'open' or Status = 'new' ) OR ( Resolved > 'first dow after last month' ) ) or "last month + 1" or "first dom" or really anything that will programmatically always return the first day of this month. I have a shell script that does this by constructing a date in bash, and then passing the date to the query as a variable, but I can't do this within the "save search" function. The reason I'm after "save search" is that the HTML reports are easier for humans to read than the TSV extracts that the bash scripts generate. things like "last month" get close - but it simply works out "now - 30 days". And I can't see a way in Time::ParseDate to extract the month and year in the same way I would in bash using something like `date +%b` MIT have a nice page that has better examples than the Time::Parse doco http://kb.mit.edu/confluence/pages/viewpage.action?pageId=4269222 but I can't work out how to construct the thing I want using what's available. Please tell me I'm wrong! Regards, Chris -------------- next part -------------- An HTML attachment was scrubbed... URL: From chrisherrmann7 at gmail.com Tue Dec 8 05:58:38 2015 From: chrisherrmann7 at gmail.com (Chris Herrmann) Date: Tue, 8 Dec 2015 21:58:38 +1100 Subject: [rt-users] Find the first day of this month In-Reply-To: References: Message-ID: I also looked at the Attributes table, but the actual SavedSearch is stored as a binary blob AFAICT? I was going to head down the path of updating the contents of the field with a programmatically generated string once a day or something like that: queue = "myqueue" and Created > "2015-12-01" i.e. just change the date in question every day so that the Dashboards and scheduled email reports always have the desired dates. But... I can't see how to do it with what's there... (a BLOB). And it looks really blobby too - proper blob... not just a bunch of TEXT that happens to be stored as a BLOB? On 8 December 2015 at 21:55, Chris Herrmann wrote: > Hi all, > > This has been kicked around a few times over the years if google & the > list archives are anything to go on, but I haven't actually seen a solution > that meets what any of the requestors (and me) want. > > Which is... to run a search using a date like: > > Queue = 'myqueue' and ( ( Status = 'open' or Status = 'new' ) OR ( > Resolved > 'first dow after last month' ) ) > > > or "last month + 1" or "first dom" or really anything that will > programmatically always return the first day of this month. I have a shell > script that does this by constructing a date in bash, and then passing the > date to the query as a variable, but I can't do this within the "save > search" function. > > > The reason I'm after "save search" is that the HTML reports are easier for > humans to read than the TSV extracts that the bash scripts generate. > > > things like "last month" get close - but it simply works out "now - 30 > days". And I can't see a way in Time::ParseDate to extract the month and > year in the same way I would in bash using something like `date +%b` > > > MIT have a nice page that has better examples than the Time::Parse doco > http://kb.mit.edu/confluence/pages/viewpage.action?pageId=4269222 but I > can't work out how to construct the thing I want using what's available. > > > Please tell me I'm wrong! > > > Regards, > > > Chris > -------------- next part -------------- An HTML attachment was scrubbed... URL: From cloos at netcologne.de Tue Dec 8 06:25:41 2015 From: cloos at netcologne.de (Christian Loos) Date: Tue, 8 Dec 2015 12:25:41 +0100 Subject: [rt-users] Find the first day of this month In-Reply-To: References: Message-ID: <5666BE35.6080704@netcologne.de> Hi Chris, won't help you now but RT 4.4.0 will support this if you set $PreferDateTimeFormatNatural to 1: https://github.com/bestpractical/rt/commit/4836a20 If you really need this in RT 4.2 you can try applying these commits: https://github.com/bestpractical/rt/commit/f446755 https://github.com/bestpractical/rt/commit/e527517 https://github.com/bestpractical/rt/commit/4836a20 Maybe this will work, but I didn't checked it. Chris Am 08.12.2015 um 11:55 schrieb Chris Herrmann: > Hi all, > > This has been kicked around a few times over the years if google & the > list archives are anything to go on, but I haven't actually seen a > solution that meets what any of the requestors (and me) want. > > Which is... to run a search using a date like: > > Queue = 'myqueue' and ( ( Status = 'open' or Status = 'new' ) OR ( > Resolved > 'first dow after last month' ) ) > > > or "last month + 1" or "first dom" or really anything that will > programmatically always return the first day of this month. I have a > shell script that does this by constructing a date in bash, and then > passing the date to the query as a variable, but I can't do this within > the "save search" function. > > > The reason I'm after "save search" is that the HTML reports are easier > for humans to read than the TSV extracts that the bash scripts generate. > > > things like "last month" get close - but it simply works out "now - 30 > days". And I can't see a way in Time::ParseDate to extract the month and > year in the same way I would in bash using something like `date +%b` > > > MIT have a nice page that has better examples than the Time::Parse doco > http://kb.mit.edu/confluence/pages/viewpage.action?pageId=4269222 but I > can't work out how to construct the thing I want using what's available. > > > Please tell me I'm wrong! > > > Regards, > > > Chris > From brennanma at gmail.com Wed Dec 9 15:21:33 2015 From: brennanma at gmail.com (Matt Brennan) Date: Wed, 9 Dec 2015 15:21:33 -0500 Subject: [rt-users] Transfer Tickets Between Instances Message-ID: Good Day, We currently run RT for a number of internal teams (Helpdesk, NetOps, System Ops, Marketing Ops, Sales Ops). Our customer support team wants to migrate off of Zendesk to RT, however they want their own independent instance (because they want to be root on it). One requirement, however, is that we can transfer tickets between queues that are on separate instances. I don't see any way to do this, however it seems it may be possible through the API. Has anyone seen anything like this done before? Thanks -Matt -------------- next part -------------- An HTML attachment was scrubbed... URL: From mcalado at tbstaxservices.com Wed Dec 9 15:35:45 2015 From: mcalado at tbstaxservices.com (Marcelo Calado | TBS TAX Services) Date: Wed, 9 Dec 2015 15:35:45 -0500 Subject: [rt-users] RT-Extension-ActivityReports - DashBoard Error for Report Type Message-ID: <005001d132c1$2eb473b0$8c1d5b10$@tbstaxservices.com> Hello Everyone! I installed and set up RT-Extension-ActivityReports (Centos 6.7). I can see Activity Summary Report Type on MyDashBoard. But...When I click on "Report" using this settings: Query: "" (blank) Report type: Activity Summary Start date: 2015-11-01 End date: 2015-11-30 Limit to user: myuser I see the bar graph, but this happens: Dec 9 15:21:22 751081-tbsfryou RT: [12525] Use of uninitialized value $_ in pattern match (m//) at /opt/rt4/local/plugins/RT-Extension-ActivityReports/html/Reports/Activity/El ements/ActivitySummary line 38. Dec 9 15:21:22 751081-tbsfryou RT: [12525] Use of uninitialized value $printable_args{"Query"} in concatenation (.) or string at /opt/rt4/local/plugins/RT-Extension-ActivityReports/html/Reports/Activity/El ements/ScreenFooter line 7. When I change my Report Type for "Resolution Comments" or "Resolution Statistics", the RT show me this error on Web Browser "An internal RT error has occurred. Your administrator can find more details in RT's log files." And into my logs: Dec 9 15:28:27 751081-tbsfryou RT: [12525] Error during compilation of /opt/rt4/local/plugins/RT-Extension-ActivityReports/html/Reports/Activity/El ements/ResolutionStatistics:#012Can't locate Time/Duration.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib /opt/rt4/local/plugins/RT-Extension-ActivityReports/lib /opt/rt4/local/plugins/RT-Extension-CommandByMail/lib /opt/rt4/local/plugins/RTx-Calendar/lib /opt/rt4/sbin/../lib /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 .) at /opt/rt4/local/plugins/RT-Extension-ActivityReports/html/Reports/Activity/El ements/ResolutionStatistics line 76.#012#012Stack:#012 [/opt/rt4/local/plugins/RT-Extension-ActivityReports/html/Reports/Activity/E lements/ResolutionStatistics:76]#012 [Time/Duration.pm:76]#012 [/usr/local/share/perl5/HTML/Mason/Interp.pm:817]#012 [/usr/local/share/perl5/HTML/Mason/Interp.pm:445]#012 [/usr/local/share/perl5/HTML/Mason/Request.pm:1127]#012 [/usr/local/share/perl5/HTML/Mason/Request.pm:1060]#012 [/usr/local/share/perl5/HTML/Mason/Request.pm:1239]#012 [/opt/rt4/local/plugins/RT-Extension-ActivityReports/html/Search/Elements/Ac tivityReport:8]#012 [/opt/rt4/local/plugins/RT-Extension-ActivityReports/html/Reports/Activity/i ndex.html:8]#012 [/opt/rt4/local/plugins/RT-Extension-ActivityReports/html/Reports/Activity/E lements/Wrapper:10]#012 [/opt/rt4/local/plugins/RT-Extension-ActivityReports/html/Reports/Activity/i ndex.html:11]#012 [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:681]#012 [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:369]#012 [/opt/rt4/share/html/autohandler:53]#012BEGIN failed--compilation aborted at /opt/rt4/local/plugins/RT-Extension-ActivityReports/html/Reports/Activity/El ements/ResolutionStatistics line 76.#012#012Stack:#012 [/opt/rt4/local/plugins/RT-Extension-ActivityReports/html/Reports/Activity/E lements/ResolutionStatistics:76]#012 Thanks in advance for any suggestions! Marcelo Calado/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From jeffrey.pilant at bayer.com Thu Dec 10 12:05:19 2015 From: jeffrey.pilant at bayer.com (Jeffrey Pilant) Date: Thu, 10 Dec 2015 17:05:19 +0000 Subject: [rt-users] Transfer Tickets Between Instances Message-ID: <3135BE7DD2D7484C840CDD011A999B7440EADB9A@MOXCXR.na.bayer.cnb> Matt Brennan writes: > We currently run RT for a number of internal teams (Helpdesk, NetOps, >System Ops, Marketing Ops, Sales Ops). Our customer support team wants to >migrate off of Zendesk to RT, however they want their own independent >instance (because they want to be root on it). > > One requirement, however, is that we can transfer tickets between queues >that are on separate instances. I don't see any way to do this, however it >seems it may be possible through the API. > > Has anyone seen anything like this done before? You have a fundamental problem doing this. Each instance has its own sequence of ticket numbers. What happens when the ticket you want to transfer has an already used number? If they want to share the system, give them a Queue (or three) and ownership of those queues. Then you can transfer tickets to your heart's content. Or let them their own system, but without interplay to your system. Any other solution must address duplicate ticket numbers. /jeff ________________________________________________________________________ The information contained in this e-mail is for the exclusive use of the intended recipient(s) and may be confidential, proprietary, and/or legally privileged. Inadvertent disclosure of this message does not constitute a waiver of any privilege. If you receive this message in error, please do not directly or indirectly use, print, copy, forward, or disclose any part of this message. Please also delete this e-mail and all copies and notify the sender. Thank you. For alternate languages please go to http://bayerdisclaimer.bayerweb.com ________________________________________________________________________ From jbrandt at bestpractical.com Thu Dec 10 13:07:23 2015 From: jbrandt at bestpractical.com (Jim Brandt) Date: Thu, 10 Dec 2015 13:07:23 -0500 Subject: [rt-users] Transfer Tickets Between Instances In-Reply-To: References: Message-ID: <5669BF5B.6060706@bestpractical.com> Hi Matt, Yes, you can absolutely transfer tickets between instances. The difficulty depends on how you define transfer: * Very light-weight, tickets between the instances can "talk" to each other via email. The metadata stays separate, but the discussion is reflected in the history on both sides. * If some users have access to both, you can put links to mirrored tickets in the Links section. * You can create a menu action that says "Send to other RT" and copy all of the key metadata from instance 1 and creating a new ticket in instance 2. * If you want the full transaction history to be copied, it's more involved. * If you want the tickets to talk to each other and keep everything in sync it can get much more involved (think every CF update needs to be sync'd, etc.). Best Practical has done variations on all of these for customers in the past. The depth of the integration really depends on the use cases. Let us know if you think we could help. Jim On 12/9/15 3:21 PM, Matt Brennan wrote: > Good Day, > > We currently run RT for a number of internal teams (Helpdesk, > NetOps, System Ops, Marketing Ops, Sales Ops). Our customer support > team wants to migrate off of Zendesk to RT, however they want their > own independent instance (because they want to be root on it). > > One requirement, however, is that we can transfer tickets between > queues that are on separate instances. I don't see any way to do this, > however it seems it may be possible through the API. > > Has anyone seen anything like this done before? > > Thanks > -Matt From ggreene at minervanetworks.com Thu Dec 10 15:05:41 2015 From: ggreene at minervanetworks.com (Gary Greene) Date: Thu, 10 Dec 2015 20:05:41 +0000 Subject: [rt-users] New version of the rt-reminders.pl utility Message-ID: <48136ABE-F699-4B2D-A143-479B8A06E3CB@minervanetworks.com> I?ve updated the rt-reminders.pl utility available on the wiki to work with the RT 4.2 api. This version will likely be the last to use in-code configuration variables, as I?ll likely be moving this to use an INI-like file in the RT system configuration directory (typically /etc/request-tracker on openSUSE) in the future. The new version is here: http://requesttracker.wikia.com/wiki/RtReminderMails -- Gary L. Greene, Jr. Sr. Systems Administrator IT Operations Minerva Networks, Inc. Cell: +1 (650) 704-6633 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 842 bytes Desc: Message signed with OpenPGP using GPGMail URL: From impreza at evhr.net Fri Dec 11 04:42:35 2015 From: impreza at evhr.net (Thooms) Date: Fri, 11 Dec 2015 02:42:35 -0700 (MST) Subject: [rt-users] RT::Extension::RepeatTicket-1.10 In-Reply-To: <1449238069018-61064.post@n7.nabble.com> References: <1449238069018-61064.post@n7.nabble.com> Message-ID: <1449826955494-61092.post@n7.nabble.com> Hi, I continue analysing the behavior of the extension RepeatTicket. First our environment: Ubuntu 15.04 / RT 4.2.12 mod perl / RepeatTicket 1.10 Example weekly. For only one day if you set a ticket lead time different than 0, 7, 14, 21... the ticket are not repeated. I don't know why we can not set a ticket lead time different than those values. If you set in weekly options all days with a ticket lead time of 2, 3, 4, 5 or 6 it always work. If you only set 3,4 or 5 days with a ticket lead time of 2,3,4,5 or 6 it works only one time. -- View this message in context: http://requesttracker.8502.n7.nabble.com/RT-Extension-RepeatTicket-1-10-tp61064p61092.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From vangoor.bharath at gmail.com Fri Dec 11 15:46:22 2015 From: vangoor.bharath at gmail.com (bharath reddy) Date: Fri, 11 Dec 2015 15:46:22 -0500 Subject: [rt-users] Regarding RT Extension Merge Users Message-ID: Dear All, I'm trying to install merge users extension with RT, for which I followed https://github.com/bestpractical/rt-extension-mergeusers . After making the required changes, When I merge Users I'm not able to see the tickets assigned to the merged users. Below is the scenario it is failing : User A with email1. User B with email2. I merged User B with User A. After logging into RT Web I'm not able to see the tickets with email2 under User A. How ever If I send any new requests from email2(User B) I'm seeing these new requests but not the old ones. Any help or pointers to this issue will be appreciated. Thanks, Bharath. -------------- next part -------------- An HTML attachment was scrubbed... URL: From borepstein at gmail.com Mon Dec 14 16:35:23 2015 From: borepstein at gmail.com (Boris Epstein) Date: Mon, 14 Dec 2015 16:35:23 -0500 Subject: [rt-users] ways to backup RT 4 Message-ID: Hello listamates, Is there a way - by way or a script of plugin/extension of some sort - to back up the RT DB and configuration/custom images, etc. in one fell swoop? Thanks. Boris. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Mon Dec 14 16:44:02 2015 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Mon, 14 Dec 2015 15:44:02 -0600 Subject: [rt-users] ways to backup RT 4 In-Reply-To: References: Message-ID: Hi Boris, On Mon, Dec 14, 2015 at 3:35 PM, Boris Epstein wrote: > Hello listamates, > > Is there a way - by way or a script of plugin/extension of some sort - to > back up the RT DB and configuration/custom images, etc. in one fell swoop? I'm not aware of any "one ring to rule them all" backup utility for RT. The training docs from BP reference: DB backups (mysql, pg, whatever) /opt/rt4, except /opt/rt4/var/{mason,session}_data /etc/aliases /etc/apache2 wherever your cronjobs live fetchmail config / mail relay config /etc -m From piotr.manturzyk at nooxtech.pl Tue Dec 15 08:12:30 2015 From: piotr.manturzyk at nooxtech.pl (=?iso-8859-2?Q?Piotr_Ma=F1turzyk_=28NooxTechnologies=29?=) Date: Tue, 15 Dec 2015 14:12:30 +0100 Subject: [rt-users] Article's attachments in the reply Message-ID: <002801d1373a$43d4deb0$cb7e9c10$@nooxtech.pl> Hello, please advise! How to email articles with attachments? Replying via UI includes only the articles body, but the attachments is not send to the requestor, who does not have access to web UI and can't access the linked article. RT 4.2.10. Many thanks in advance, Piotr -------------- next part -------------- An HTML attachment was scrubbed... URL: From rshaker at ARDENCOMPANIES.COM Tue Dec 15 08:36:26 2015 From: rshaker at ARDENCOMPANIES.COM (Bob Shaker) Date: Tue, 15 Dec 2015 13:36:26 +0000 Subject: [rt-users] ways to backup RT 4 In-Reply-To: References: Message-ID: While we're on the subject, I attached a script (as a .txt to get around email filters, but it's a bash script) I made some time ago that will backup the /opt/rt4, and use rt-serialize to create a backup of the DB. The mason cache is cleared by cron every morning at 2am, and this script runs at 3am. External services then send everything to cloud storage once it's collected into /backup. I'm not sure how reliable the return code-based error checking is, so there's log collection services that check the serializer log on their own. I'm open to suggestions. Hope the attachment goes through. -----Original Message----- From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Matt Zagrabelny Sent: Monday, December 14, 2015 4:44 PM To: Boris Epstein Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] ways to backup RT 4 Hi Boris, On Mon, Dec 14, 2015 at 3:35 PM, Boris Epstein wrote: > Hello listamates, > > Is there a way - by way or a script of plugin/extension of some sort - > to back up the RT DB and configuration/custom images, etc. in one fell swoop? I'm not aware of any "one ring to rule them all" backup utility for RT. The training docs from BP reference: DB backups (mysql, pg, whatever) /opt/rt4, except /opt/rt4/var/{mason,session}_data /etc/aliases /etc/apache2 wherever your cronjobs live fetchmail config / mail relay config /etc -m ________________________________ 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 embedded and charset-unspecified text was scrubbed... Name: rt-serialize.txt URL: From nate908 at gmail.com Tue Dec 15 10:30:39 2015 From: nate908 at gmail.com (nhenderson) Date: Tue, 15 Dec 2015 08:30:39 -0700 (MST) Subject: [rt-users] Adding HTML comment with a scrip In-Reply-To: References: Message-ID: <1450193439970-61099.post@n7.nabble.com> Try this: my $myContent = "Hello"; # Create a mime object to tell RT that the comment will be an HTML comment. my $mimeObj = MIME::Entity->build( Type => "text/html", Charset => 'UTF-8', Data => $myContent ); $self->TicketObj->Comment(MIMEObj => $mimeObj); -- View this message in context: http://requesttracker.8502.n7.nabble.com/Adding-HTML-comment-with-a-scrip-tp60705p61099.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From mcalado at tbstaxservices.com Tue Dec 15 14:45:16 2015 From: mcalado at tbstaxservices.com (mcalado at tbstaxservices.com) Date: Tue, 15 Dec 2015 12:45:16 -0700 Subject: [rt-users] Invoice Form on RT4.2.12 - generating a bill Message-ID: <20151215124516.683a4f9e8372d60ef0ae4d1e11cb34fa.f80c383acf.wbe@email16.secureserver.net> An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Tue Dec 15 15:08:43 2015 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 15 Dec 2015 14:08:43 -0600 Subject: [rt-users] Invoice Form on RT4.2.12 - generating a bill In-Reply-To: <20151215124516.683a4f9e8372d60ef0ae4d1e11cb34fa.f80c383acf.wbe@email16.secureserver.net> References: <20151215124516.683a4f9e8372d60ef0ae4d1e11cb34fa.f80c383acf.wbe@email16.secureserver.net> Message-ID: Hi, On Tue, Dec 15, 2015 at 1:45 PM, wrote: > > Hello All! > > I'm looking for a mechanism for generating a bill to send to a client or > print invoice! > > I'm curious if anyone has used RT for job billing? Yep. We use html2ps and ps2pdf to generate the pdf. We also tweak the menu to add a link for printing out the invoice. I've attached a tarball that you can look over. It is pulled out of one of our Site modules. You'll need to do your own customizations, but it should give you an idea of what we did. Cheers, -m -------------- next part -------------- A non-text attachment was scrubbed... Name: Invoice.tar.gz Type: application/x-gzip Size: 3095 bytes Desc: not available URL: From tony.arnold at manchester.ac.uk Wed Dec 16 06:52:00 2015 From: tony.arnold at manchester.ac.uk (Tony Arnold) Date: Wed, 16 Dec 2015 11:52:00 +0000 Subject: [rt-users] Custom actions in scrips Message-ID: <56715060.6060709@manchester.ac.uk> I'm writing a scrip (using the web interface) where I want to test who has sent a ticket and automatically reject it. (These are automatic response tickets from another ticketing system, viz., LANdesk. The tickets in question are merely acknowledgement of receipt and contain no useful information what so ever!) I think I know how to do this but I also want to stop another scrip from notifying the watchers on the queue. Is this possible? I'm on an old version of RT (3.8.14) so maybe this is easier to do in later versions. Any advice? Regards, Tony. -- Tony Arnold, IT Security Analyst, University of Manchester. T: +44 (0) 161 275 6093, F: +44 (0) 705 344 3082, M: +44 (0) 773 330 0039, E: tony.arnold at manchester.ac.uk From mzagrabe at d.umn.edu Wed Dec 16 09:17:24 2015 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Wed, 16 Dec 2015 08:17:24 -0600 Subject: [rt-users] Custom actions in scrips In-Reply-To: <56715060.6060709@manchester.ac.uk> References: <56715060.6060709@manchester.ac.uk> Message-ID: On Wed, Dec 16, 2015 at 5:52 AM, Tony Arnold wrote: > I'm writing a scrip (using the web interface) where I want to test who > has sent a ticket and automatically reject it. (These are automatic > response tickets from another ticketing system, viz., LANdesk. The > tickets in question are merely acknowledgement of receipt and contain no > useful information what so ever!) > > I think I know how to do this but I also want to stop another scrip from > notifying the watchers on the queue. Is this possible? > > I'm on an old version of RT (3.8.14) so maybe this is easier to do in > later versions. > > Any advice? I think you'd need to bolt the custom reject logic onto each scrip that fires for "On Create" and also create the scrip you reference above. For each create scrip you'll need something like the following in your custom condition: ($self->TransactionObj->Type || '') eq 'Create') && (! $IS_SENDER_BLACKLISTED) -m From mcalado at tbstaxservices.com Wed Dec 16 09:27:41 2015 From: mcalado at tbstaxservices.com (Marcelo Calado | TBS TAX Services) Date: Wed, 16 Dec 2015 09:27:41 -0500 Subject: [rt-users] Can't locate RT/Calendar.pm - Compilation Error In-Reply-To: <002501d130fd$2594e870$70beb950$@tbstaxservices.com> References: <002501d130fd$2594e870$70beb950$@tbstaxservices.com> Message-ID: <003e01d1380d$ec862680$c5927380$@tbstaxservices.com> Hi there! The problem was solved by creating manually .... "mkdir /opt/rt4/local/plugins/RTx-Calendar/". Run again! perl Makefile.PL make make install And..voalaaaaaaa works fine..:) From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Marcelo Calado | TBS TAX Services Sent: Monday, December 07, 2015 9:40 AM To: 'rt-users' Subject: [rt-users] Can't locate RT/Calendar.pm - Compilation Error Hi, I installed MyCalendar Extension and after I selected on my dashboard, RT show me this error on my dashboard "An internal RT error has occurred. Your administrator can find more details in RT's log files." (RT 4.2.12 ; Centos 6.7.) Looking into my logs: [25525] [Fri Dec 4 16:56:28 2015] [error]: Error during compilation of /opt/rt4/share/html/Elements/MyCalendar: Can't locate RT/Calendar.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib /opt/rt4/sbin/../lib /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 .) at /opt/rt4/share/html/Elements/MyCalendar line 41. Stack: [/opt/rt4/share/html/Elements/MyCalendar:41] [RT/Calendar.pm:41] [/usr/local/share/perl5/HTML/Mason/Interp.pm:817] [/usr/local/share/perl5/HTML/Mason/Interp.pm:445] [/usr/local/share/perl5/HTML/Mason/Request.pm:1127] [/usr/local/share/perl5/HTML/Mason/Request.pm:1060] [/usr/local/share/perl5/HTML/Mason/Request.pm:1239] [/opt/rt4/share/html/Elements/MyRT:96] [/opt/rt4/share/html/index.html:78] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:681] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:369] [/opt/rt4/share/html/autohandler:53] BEGIN failed--compilation aborted at /opt/rt4/share/html/Elements/MyCalendar line 41. Stack: [/opt/rt4/share/html/Elements/MyCalendar:41] [/usr/local/share/perl5/HTML/Mason/Interp.pm:817] [/usr/local/share/perl5/HTML/Mason/Interp.pm:445] [/usr/local/share/perl5/HTML/Mason/Request.pm:1127] [/usr/local/share/perl5/HTML/Mason/Request.pm:1060] [/usr/local/share/perl5/HTML/Mason/Request.pm:1239] [/opt/rt4/share/html/Elements/MyRT:96] [/opt/rt4/share/html/index.html:78] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:681] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:369] [/opt/rt4/share/html/autohandler:53] Stack: [/usr/local/share/perl5/HTML/Mason/Interp.pm:450] [/usr/local/share/perl5/HTML/Mason/Request.pm:1127] [/usr/local/share/perl5/HTML/Mason/Request.pm:1060] [/usr/local/share/perl5/HTML/Mason/Request.pm:1239] [/opt/rt4/share/html/Elements/MyRT:96] [/opt/rt4/share/html/index.html:78] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:681] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:369] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) A quick help will be appreciated as we are missing critical requests. Thanks. --- This email has been checked for viruses by Avast antivirus software. https://www.avast.com/antivirus -------------- next part -------------- An HTML attachment was scrubbed... URL: From jbrandt at bestpractical.com Wed Dec 16 10:21:02 2015 From: jbrandt at bestpractical.com (Jim Brandt) Date: Wed, 16 Dec 2015 10:21:02 -0500 Subject: [rt-users] ways to backup RT 4 In-Reply-To: References: Message-ID: <5671815E.3000103@bestpractical.com> Also some info in the documentation: https://bestpractical.com/docs/rt/4.2/backups.html On 12/15/15 8:36 AM, Bob Shaker wrote: > While we're on the subject, I attached a script (as a .txt to get around email filters, but it's a bash script) I made some time ago that will backup the /opt/rt4, and use rt-serialize to create a backup of the DB. > The mason cache is cleared by cron every morning at 2am, and this script runs at 3am. > External services then send everything to cloud storage once it's collected into /backup. > > I'm not sure how reliable the return code-based error checking is, so there's log collection services that check the serializer log on their own. > > I'm open to suggestions. Hope the attachment goes through. > > -----Original Message----- > From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Matt Zagrabelny > Sent: Monday, December 14, 2015 4:44 PM > To: Boris Epstein > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] ways to backup RT 4 > > Hi Boris, > > On Mon, Dec 14, 2015 at 3:35 PM, Boris Epstein wrote: >> Hello listamates, >> >> Is there a way - by way or a script of plugin/extension of some sort - >> to back up the RT DB and configuration/custom images, etc. in one fell swoop? > I'm not aware of any "one ring to rule them all" backup utility for RT. The training docs from BP reference: > > DB backups (mysql, pg, whatever) > /opt/rt4, except /opt/rt4/var/{mason,session}_data /etc/aliases > /etc/apache2 > wherever your cronjobs live > fetchmail config / mail relay config /etc > > -m > > ________________________________ > > 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. From tony.arnold at manchester.ac.uk Wed Dec 16 12:04:32 2015 From: tony.arnold at manchester.ac.uk (Tony Arnold) Date: Wed, 16 Dec 2015 17:04:32 +0000 Subject: [rt-users] Custom actions in scrips In-Reply-To: References: <56715060.6060709@manchester.ac.uk> Message-ID: <567199A0.50600@manchester.ac.uk> Matt, Thanks. I thought it may come down to what you suggest. Regards, Tony. On 16/12/15 14:17, Matt Zagrabelny wrote: > On Wed, Dec 16, 2015 at 5:52 AM, Tony Arnold > wrote: >> I'm writing a scrip (using the web interface) where I want to test who >> has sent a ticket and automatically reject it. (These are automatic >> response tickets from another ticketing system, viz., LANdesk. The >> tickets in question are merely acknowledgement of receipt and contain no >> useful information what so ever!) >> >> I think I know how to do this but I also want to stop another scrip from >> notifying the watchers on the queue. Is this possible? >> >> I'm on an old version of RT (3.8.14) so maybe this is easier to do in >> later versions. >> >> Any advice? > > I think you'd need to bolt the custom reject logic onto each scrip > that fires for "On Create" and also create the scrip you reference > above. > > For each create scrip you'll need something like the following in your > custom condition: > > ($self->TransactionObj->Type || '') eq 'Create') > && > (! $IS_SENDER_BLACKLISTED) > > -m > -- Tony Arnold, IT Security Analyst, University of Manchester. T: +44 (0) 161 275 6093, F: +44 (0) 705 344 3082, M: +44 (0) 773 330 0039, E: tony.arnold at manchester.ac.uk From lists at pgs-info.de Wed Dec 16 12:57:55 2015 From: lists at pgs-info.de (Patrick G. Stoesser) Date: Wed, 16 Dec 2015 18:57:55 +0100 Subject: [rt-users] Suddenly, replys to existing tickets open new tickets In-Reply-To: <5C4B841CCF894A4CBD8B13E25E2A575F23775724@exchange2.dtnet.de> References: <5C4B841CCF894A4CBD8B13E25E2A575F23775724@exchange2.dtnet.de> Message-ID: <5671A623.4030401@pgs-info.de> Hello everybody, suddenly, when someone replys to an existing ticket, the reply opens a new ticket instead of merging the reply. A few days ago, this worked perfectly. I already googled, and checked differernt things, but as I did not had changed anything, I don't know what I could do. In my logfiles, I discovered Dec 16 18:47:50 rt RT: [19265] Impossible to assign the ticket to 6223: That user may not own tickets in that queue Dec 16 18:47:50 rt RT: [19265] Rollback and commit are mixed while escaping nested transaction at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 845. No rights were changed, though. It seems like RT cannot assign the ticket to an ad hoc user (here: 6223, although this user cannot be found in RT). This user number is increased with every ticket. Does anyone have a clue where I could start my error search? Any help is appreciated. Thanks in advance and regards, Patrick From lists at pgs-info.de Wed Dec 16 15:16:54 2015 From: lists at pgs-info.de (Patrick G. Stoesser) Date: Wed, 16 Dec 2015 21:16:54 +0100 Subject: [rt-users] Suddenly, replys to existing tickets open new tickets In-Reply-To: <5671A623.4030401@pgs-info.de> References: <5C4B841CCF894A4CBD8B13E25E2A575F23775724@exchange2.dtnet.de> <5671A623.4030401@pgs-info.de> Message-ID: <5671C6B6.1050500@pgs-info.de> Hello, partly resolved. The issue "Impossible to assign the ticket..." came from a scrip "Auto set Owner" on create. It was | # get actor ID | my $Actor = $self->TransactionObj->Creator; | | # if actor is RT_SystemUser then get out of here | return 1 if $Actor == $RT::SystemUser->id; | | # get out unless ticket owner is nobody | return 1 unless $self->TicketObj->Owner == $RT::Nobody->id; | | # ok, try to change owner | $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to user #". $Actor ); | my ($status, $msg) = $self->TicketObj->SetOwner( $Actor ); | unless( $status ) { | $RT::Logger->error( "Impossible to assign the ticket to $Actor: $msg" ); | return undef; | } | return 1; and the error was triggered. It needed | return 1 unless $self->TransactionObj->CreatorObj->Privileged; to get out if the owner is unprivileged. It worked without that earlier. Anyway. The main problem had nothing to do with that. Trial and error, I discovered that when removing the subject mark for a queue, replys to existing tickets were merged into the ticket. When the subjet mark was set after that, it worked also. So: The subject tag removal fixed the error, but re-adding the subject tag did not re-add the error. Regards, pgs Am 16.12.2015 um 18:57 schrieb Patrick G. Stoesser: > Hello everybody, > > suddenly, when someone replys to an existing ticket, the reply opens a > new ticket instead of merging the reply. > > A few days ago, this worked perfectly. > > I already googled, and checked differernt things, but as I did not had > changed anything, I don't know what I could do. > > In my logfiles, I discovered > > Dec 16 18:47:50 rt RT: [19265] Impossible to assign the ticket to 6223: > That user may not own tickets in that queue > Dec 16 18:47:50 rt RT: [19265] Rollback and commit are mixed while > escaping nested transaction at > /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 845. > > No rights were changed, though. It seems like RT cannot assign the > ticket to an ad hoc user (here: 6223, although this user cannot be found > in RT). This user number is increased with every ticket. > > Does anyone have a clue where I could start my error search? > > Any help is appreciated. > > > Thanks in advance and regards, Patrick From lists at pgs-info.de Wed Dec 16 15:20:29 2015 From: lists at pgs-info.de (Patrick G. Stoesser) Date: Wed, 16 Dec 2015 21:20:29 +0100 Subject: [rt-users] Suddenly, replys to existing tickets open new tickets In-Reply-To: <5671C6B6.1050500@pgs-info.de> References: <5C4B841CCF894A4CBD8B13E25E2A575F23775724@exchange2.dtnet.de> <5671A623.4030401@pgs-info.de> <5671C6B6.1050500@pgs-info.de> Message-ID: <5671C78D.4070508@pgs-info.de> And: My thread here was not intended as a reply to Daniel Schwagers message. Unfortunately, I did not compose a new message from scratch... Sorry for that. mfg, pgs Am 16.12.2015 um 21:16 schrieb Patrick G. Stoesser: > Hello, > > partly resolved. > > The issue "Impossible to assign the ticket..." came from a scrip "Auto > set Owner" on create. > > It was > > | # get actor ID > | my $Actor = $self->TransactionObj->Creator; > | > | # if actor is RT_SystemUser then get out of here > | return 1 if $Actor == $RT::SystemUser->id; > | > | # get out unless ticket owner is nobody > | return 1 unless $self->TicketObj->Owner == $RT::Nobody->id; > | > | # ok, try to change owner > | $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to > user #". $Actor ); > | my ($status, $msg) = $self->TicketObj->SetOwner( $Actor ); > | unless( $status ) { > | $RT::Logger->error( "Impossible to assign the ticket to $Actor: > $msg" ); > | return undef; > | } > | return 1; > > and the error was triggered. It needed > > | return 1 unless $self->TransactionObj->CreatorObj->Privileged; > > to get out if the owner is unprivileged. > > It worked without that earlier. Anyway. > > > > The main problem had nothing to do with that. Trial and error, I > discovered that when removing the subject mark for a queue, replys to > existing tickets were merged into the ticket. > When the subjet mark was set after that, it worked also. > > So: The subject tag removal fixed the error, but re-adding the subject > tag did not re-add the error. > > > > Regards, pgs > > > > Am 16.12.2015 um 18:57 schrieb Patrick G. Stoesser: >> Hello everybody, >> >> suddenly, when someone replys to an existing ticket, the reply opens a >> new ticket instead of merging the reply. >> >> A few days ago, this worked perfectly. >> >> I already googled, and checked differernt things, but as I did not had >> changed anything, I don't know what I could do. >> >> In my logfiles, I discovered >> >> Dec 16 18:47:50 rt RT: [19265] Impossible to assign the ticket to 6223: >> That user may not own tickets in that queue >> Dec 16 18:47:50 rt RT: [19265] Rollback and commit are mixed while >> escaping nested transaction at >> /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 845. >> >> No rights were changed, though. It seems like RT cannot assign the >> ticket to an ad hoc user (here: 6223, although this user cannot be found >> in RT). This user number is increased with every ticket. >> >> Does anyone have a clue where I could start my error search? >> >> Any help is appreciated. >> >> >> Thanks in advance and regards, Patrick > From migetismad at hotmail.com Thu Dec 17 09:19:51 2015 From: migetismad at hotmail.com (Ashley Etherington) Date: Thu, 17 Dec 2015 14:19:51 +0000 Subject: [rt-users] RT 4.4 Rc, Asset REST Message-ID: Good Afternoon. I am wondering if there are any plants to extend the REST interface so that we are able to use it to access/modify Assets. I understand that REST 2.0 is being worked on as well but not sure if one would come before the other. Any answers would be great, Thanks! -------------- next part -------------- An HTML attachment was scrubbed... URL: From wajdi.othmaniyah at gmail.com Thu Dec 17 09:27:13 2015 From: wajdi.othmaniyah at gmail.com (wajdi) Date: Thu, 17 Dec 2015 15:27:13 +0100 Subject: [rt-users] Problem with postfix please help me Message-ID: <5672c63f.d4df1c0a.aaa82.ffffda41@mx.google.com> I have rt-4.2.12 installed with postfix and fetchmail for outbound and inbound mail all of there work fine. But the two last days postfix stop sending mail . Notice that postfix was installed with a smtp.gmail.com as a relayhost and when I send a mail I obtain in /var/log/mail.log"connect to smtp.gmail.com[]:587 : Connection timed out" I don't understand what's the problem Please help me -------------- next part -------------- An HTML attachment was scrubbed... URL: From scottu at huenix.com Thu Dec 17 09:39:05 2015 From: scottu at huenix.com (Scott Undercofler) Date: Thu, 17 Dec 2015 09:39:05 -0500 Subject: [rt-users] Problem with postfix please help me In-Reply-To: <5672c63f.d4df1c0a.aaa82.ffffda41@mx.google.com> References: <5672c63f.d4df1c0a.aaa82.ffffda41@mx.google.com> Message-ID: <5672C909.1020303@huenix.com> What do you get when you open up a terminal window and type telnet smtp.gmail.com 587 ? Its possible, but unlikely, that you are being blocked by gmail outbounds. On 12/17/2015 09:27 AM, wajdi wrote: > > I have rt-4.2.12 installed with postfix and fetchmail for outbound and > inbound mail all of there work fine. But the two last days postfix > stop sending mail . > > Notice that postfix was installed with a smtp.gmail.com as a relayhost > and when I send a mail I obtain in /var/log/mail.log?connect to > smtp.gmail.com[]:587 : Connection timed out? > > I don?t understand what?s the problem > > Please help me > -------------- next part -------------- An HTML attachment was scrubbed... URL: From raymond.teunissen at kpn.com Thu Dec 17 11:31:26 2015 From: raymond.teunissen at kpn.com (raymond.teunissen at kpn.com) Date: Thu, 17 Dec 2015 16:31:26 +0000 Subject: [rt-users] High loads on Apache (probably) due to Perl errors in the logfile Message-ID: <7B2C1FA6B136524493306522928222690A3BDF65@CPEMS-KPN312.KPNCNL.LOCAL> Hi, I am running RT 4.2.12 on a RHEL system. RT was installed a couple of weeks ago, and since a couple of days i noticed the loads on Apache were very high. When i check the errorlogs of apache, it shows me a lot of Perl errors. I pasted some snippets below. I searched in the wiki and on the internet, but there isn't anything helpful i have been able to find. The fact that i can't read Perl isn't really helping as well ;) Can somebody give me a clue where to look for in this case? It tells me some values haven't been initialized, but I can't seem to find out what those values are for, and why they aren't being initialized. [12010] [Thu Dec 17 15:16:41 2015] [warning]: Use of uninitialized value $tag in concatenation (.) or string at /usr/local/share/perl5/HTML/Formatter.pm line 150. (/usr/local/share/perl5/HTML/Formatter.pm:150) [12010] [Thu Dec 17 15:16:41 2015] [warning]: Use of uninitialized value $tag in concatenation (.) or string at /usr/local/share/perl5/HTML/Formatter.pm line 150. (/usr/local/share/perl5/HTML/Formatter.pm:150) [12010] [Thu Dec 17 15:16:41 2015] [warning]: Use of uninitialized value $tag in concatenation (.) or string at /usr/local/share/perl5/HTML/Formatter.pm line 150. (/usr/local/share/perl5/HTML/Formatter.pm:150) [12010] [Thu Dec 17 15:16:41 2015] [warning]: Use of uninitialized value $tag in concatenation (.) or string at /usr/local/share/perl5/HTML/Formatter.pm line 150. (/usr/local/share/perl5/HTML/Formatter.pm:150) [12010] [Thu Dec 17 15:16:41 2015] [warning]: Use of uninitialized value $_ in concatenation (.) or string at /usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm line 214. (/usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm:214) [12010] [Thu Dec 17 15:16:41 2015] [warning]: Use of uninitialized value $_ in concatenation (.) or string at /usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm line 214. (/usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm:214) [12010] [Thu Dec 17 15:16:41 2015] [warning]: Use of uninitialized value $_ in concatenation (.) or string at /usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm line 214. (/usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm:214) [12010] [Thu Dec 17 15:16:41 2015] [warning]: Use of uninitialized value $_ in concatenation (.) or string at /usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm line 214. (/usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm:214) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value $ptag in string eq at /usr/local/share/perl5/HTML/Element.pm line 711. (/usr/local/share/perl5/HTML/Element.pm:711) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value $ptag in string eq at /usr/local/share/perl5/HTML/Element.pm line 711. (/usr/local/share/perl5/HTML/Element.pm:711) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value $ptag in hash element at /usr/local/share/perl5/HTML/Element.pm line 711. (/usr/local/share/perl5/HTML/Element.pm:711) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value $ptag in string eq at /usr/local/share/perl5/HTML/Element.pm line 711. (/usr/local/share/perl5/HTML/Element.pm:711) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value $ptag in string eq at /usr/local/share/perl5/HTML/Element.pm line 711. (/usr/local/share/perl5/HTML/Element.pm:711) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value $ptag in hash element at /usr/local/share/perl5/HTML/Element.pm line 711. (/usr/local/share/perl5/HTML/Element.pm:711) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value in string eq at /usr/local/share/perl5/HTML/Element.pm line 2218. (/usr/local/share/perl5/HTML/Element.pm:2218) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value in string eq at /usr/local/share/perl5/HTML/Element.pm line 2218. (/usr/local/share/perl5/HTML/Element.pm:2218) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value in string eq at /usr/local/share/perl5/HTML/Element.pm line 2218. (/usr/local/share/perl5/HTML/Element.pm:2218) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value in string eq at /usr/local/share/perl5/HTML/Element.pm line 2218. (/usr/local/share/perl5/HTML/Element.pm:2218) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value $tag in string eq at /usr/local/share/perl5/HTML/Element.pm line 2632. (/usr/local/share/perl5/HTML/Element.pm:2632) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value $tag in string eq at /usr/local/share/perl5/HTML/Element.pm line 2656. (/usr/local/share/perl5/HTML/Element.pm:2632) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value $tag in string eq at /usr/local/share/perl5/HTML/Element.pm line 2656. (/usr/local/share/perl5/HTML/Element.pm:2632) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value $tag in string eq at /usr/local/share/perl5/HTML/Element.pm line 2656. (/usr/local/share/perl5/HTML/Element.pm:2632) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value $tag in concatenation (.) or string at /usr/local/share/perl5/HTML/Formatter.pm line 150. (/usr/local/share/perl5/HTML/Formatter.pm:150) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value $tag in concatenation (.) or string at /usr/local/share/perl5/HTML/Formatter.pm line 150. (/usr/local/share/perl5/HTML/Formatter.pm:150) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value $tag in concatenation (.) or string at /usr/local/share/perl5/HTML/Formatter.pm line 150. (/usr/local/share/perl5/HTML/Formatter.pm:150) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value $tag in concatenation (.) or string at /usr/local/share/perl5/HTML/Formatter.pm line 150. (/usr/local/share/perl5/HTML/Formatter.pm:150) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value $tag in concatenation (.) or string at /usr/local/share/perl5/HTML/Formatter.pm line 150. (/usr/local/share/perl5/HTML/Formatter.pm:150) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value $_ in concatenation (.) or string at /usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm line 214. (/usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm:214) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value $_ in concatenation (.) or string at /usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm line 214. (/usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm:214) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value $_ in concatenation (.) or string at /usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm line 214. (/usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm:214) Thank you! Raymond -------------- next part -------------- An HTML attachment was scrubbed... URL: From mcalado at tbstaxservices.com Thu Dec 17 12:34:57 2015 From: mcalado at tbstaxservices.com (Marcelo Calado | TBS TAX Services) Date: Thu, 17 Dec 2015 12:34:57 -0500 Subject: [rt-users] High loads on Apache (probably) due to Perl errors in the logfile In-Reply-To: <7B2C1FA6B136524493306522928222690A3BDF65@CPEMS-KPN312.KPNCNL.LOCAL> References: <7B2C1FA6B136524493306522928222690A3BDF65@CPEMS-KPN312.KPNCNL.LOCAL> Message-ID: <004901d138f1$40630500$c1290f00$@tbstaxservices.com> Hi there! I have been having the same error after I installed the RT-Extensions (ActivityReports and CommandByMail). When I disable this extensions on RT_SiteConfig.pm, this erros has stoped. I'm still looking for to solve this issue. ActivityReports/html/Callbacks/ActivityReports/Elements/Tabs/Privileged line 63. Dec 17 10:15:04 751081-tbsfryou RT: [11610] Use of uninitialized value in concatenation (.) or string at /opt/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Fil ter/TakeAction.pm line 279. Dec 17 10:16:06 751081-tbsfryou RT: [11609] Use of uninitialized value in concatenation (.) or string at /opt/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Fil ter/TakeAction.pm line 279. Marcelo Calado. From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of raymond.teunissen at kpn.com Sent: Thursday, December 17, 2015 11:31 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] High loads on Apache (probably) due to Perl errors in the logfile Hi, I am running RT 4.2.12 on a RHEL system. RT was installed a couple of weeks ago, and since a couple of days i noticed the loads on Apache were very high. When i check the errorlogs of apache, it shows me a lot of Perl errors. I pasted some snippets below. I searched in the wiki and on the internet, but there isn't anything helpful i have been able to find. The fact that i can't read Perl isn't really helping as well ;) Can somebody give me a clue where to look for in this case? It tells me some values haven't been initialized, but I can't seem to find out what those values are for, and why they aren't being initialized. [12010] [Thu Dec 17 15:16:41 2015] [warning]: Use of uninitialized value $tag in concatenation (.) or string at /usr/local/share/perl5/HTML/Formatter.pm line 150. (/usr/local/share/perl5/HTML/Formatter.pm:150) [12010] [Thu Dec 17 15:16:41 2015] [warning]: Use of uninitialized value $tag in concatenation (.) or string at /usr/local/share/perl5/HTML/Formatter.pm line 150. (/usr/local/share/perl5/HTML/Formatter.pm:150) [12010] [Thu Dec 17 15:16:41 2015] [warning]: Use of uninitialized value $tag in concatenation (.) or string at /usr/local/share/perl5/HTML/Formatter.pm line 150. (/usr/local/share/perl5/HTML/Formatter.pm:150) [12010] [Thu Dec 17 15:16:41 2015] [warning]: Use of uninitialized value $tag in concatenation (.) or string at /usr/local/share/perl5/HTML/Formatter.pm line 150. (/usr/local/share/perl5/HTML/Formatter.pm:150) [12010] [Thu Dec 17 15:16:41 2015] [warning]: Use of uninitialized value $_ in concatenation (.) or string at /usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm line 214. (/usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm:214) [12010] [Thu Dec 17 15:16:41 2015] [warning]: Use of uninitialized value $_ in concatenation (.) or string at /usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm line 214. (/usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm:214) [12010] [Thu Dec 17 15:16:41 2015] [warning]: Use of uninitialized value $_ in concatenation (.) or string at /usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm line 214. (/usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm:214) [12010] [Thu Dec 17 15:16:41 2015] [warning]: Use of uninitialized value $_ in concatenation (.) or string at /usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm line 214. (/usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm:214) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value $ptag in string eq at /usr/local/share/perl5/HTML/Element.pm line 711. (/usr/local/share/perl5/HTML/Element.pm:711) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value $ptag in string eq at /usr/local/share/perl5/HTML/Element.pm line 711. (/usr/local/share/perl5/HTML/Element.pm:711) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value $ptag in hash element at /usr/local/share/perl5/HTML/Element.pm line 711. (/usr/local/share/perl5/HTML/Element.pm:711) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value $ptag in string eq at /usr/local/share/perl5/HTML/Element.pm line 711. (/usr/local/share/perl5/HTML/Element.pm:711) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value $ptag in string eq at /usr/local/share/perl5/HTML/Element.pm line 711. (/usr/local/share/perl5/HTML/Element.pm:711) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value $ptag in hash element at /usr/local/share/perl5/HTML/Element.pm line 711. (/usr/local/share/perl5/HTML/Element.pm:711) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value in string eq at /usr/local/share/perl5/HTML/Element.pm line 2218. (/usr/local/share/perl5/HTML/Element.pm:2218) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value in string eq at /usr/local/share/perl5/HTML/Element.pm line 2218. (/usr/local/share/perl5/HTML/Element.pm:2218) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value in string eq at /usr/local/share/perl5/HTML/Element.pm line 2218. (/usr/local/share/perl5/HTML/Element.pm:2218) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value in string eq at /usr/local/share/perl5/HTML/Element.pm line 2218. (/usr/local/share/perl5/HTML/Element.pm:2218) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value $tag in string eq at /usr/local/share/perl5/HTML/Element.pm line 2632. (/usr/local/share/perl5/HTML/Element.pm:2632) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value $tag in string eq at /usr/local/share/perl5/HTML/Element.pm line 2656. (/usr/local/share/perl5/HTML/Element.pm:2632) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value $tag in string eq at /usr/local/share/perl5/HTML/Element.pm line 2656. (/usr/local/share/perl5/HTML/Element.pm:2632) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value $tag in string eq at /usr/local/share/perl5/HTML/Element.pm line 2656. (/usr/local/share/perl5/HTML/Element.pm:2632) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value $tag in concatenation (.) or string at /usr/local/share/perl5/HTML/Formatter.pm line 150. (/usr/local/share/perl5/HTML/Formatter.pm:150) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value $tag in concatenation (.) or string at /usr/local/share/perl5/HTML/Formatter.pm line 150. (/usr/local/share/perl5/HTML/Formatter.pm:150) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value $tag in concatenation (.) or string at /usr/local/share/perl5/HTML/Formatter.pm line 150. (/usr/local/share/perl5/HTML/Formatter.pm:150) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value $tag in concatenation (.) or string at /usr/local/share/perl5/HTML/Formatter.pm line 150. (/usr/local/share/perl5/HTML/Formatter.pm:150) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value $tag in concatenation (.) or string at /usr/local/share/perl5/HTML/Formatter.pm line 150. (/usr/local/share/perl5/HTML/Formatter.pm:150) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value $_ in concatenation (.) or string at /usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm line 214. (/usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm:214) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value $_ in concatenation (.) or string at /usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm line 214. (/usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm:214) [12010] [Thu Dec 17 15:16:42 2015] [warning]: Use of uninitialized value $_ in concatenation (.) or string at /usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm line 214. (/usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm:214) Thank you! Raymond --- This email has been checked for viruses by Avast antivirus software. https://www.avast.com/antivirus -------------- next part -------------- An HTML attachment was scrubbed... URL: From brennanma at gmail.com Thu Dec 17 16:12:35 2015 From: brennanma at gmail.com (Matt Brennan) Date: Thu, 17 Dec 2015 16:12:35 -0500 Subject: [rt-users] Include Articles Without Linking Message-ID: Good Day, We have recently started using Articles in RT 4.2 for common replies. However, every time we do this it links the ticket to the article (and, more importantly, vice-versa). We do not want to have a list of every ticket we've included this article in. This is especially confusing when the reply included is to tell the user they submitted to the wrong queue. Is anyone able to tell me where in the code the link occurs so I can remove it? Thanks -Matt -------------- next part -------------- An HTML attachment was scrubbed... URL: From cloos at netsandbox.de Fri Dec 18 09:56:49 2015 From: cloos at netsandbox.de (Christian Loos) Date: Fri, 18 Dec 2015 15:56:49 +0100 Subject: [rt-users] rt4 fcgi systemd service unit file Message-ID: <56741EB1.2020300@netsandbox.de> Hi Dominic, I noticed that you still use an init script for your rt4-fcgi Debian package in jessie. I've created a systemd service unit file [1], which works fine for me. Maybe you can update your package with this one. Chris [1] https://gist.github.com/cloos/abbadf961558bb9cdc7e From Daniel.Schwager at dtnet.de Mon Dec 21 11:06:48 2015 From: Daniel.Schwager at dtnet.de (Daniel Schwager) Date: Mon, 21 Dec 2015 16:06:48 +0000 Subject: [rt-users] Tooltips for customfields? Message-ID: <5C4B841CCF894A4CBD8B13E25E2A575F237FFC4E@exchange2.dtnet.de> Hi, did somebody implements a RT customization to show tooltips related to custom fields? The tooltip could be the description of the custom field. I'm don't know how to implement this feature... Some hints? Best regards Danny -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2279 bytes Desc: not available URL: From Daniel.Schwager at dtnet.de Tue Dec 22 11:18:02 2015 From: Daniel.Schwager at dtnet.de (Daniel Schwager) Date: Tue, 22 Dec 2015 16:18:02 +0000 Subject: [rt-users] Hide "Bulk Update" from menu Message-ID: <5C4B841CCF894A4CBD8B13E25E2A575F23802702@exchange2.dtnet.de> Hi everybody, is there a possibility to hide the "Bulk Update" menu from every privileged user who is not member of a "Bulk-Update"-Group? I cannot find a corresponding Callback in share/html/Elements/Tabs nor ./share/html/Search/Results.html to change the menu hiding "Bulk Update". Thanks for any hint helping me to implement this small feature. Best regards Danny -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2279 bytes Desc: not available URL: From mzagrabe at d.umn.edu Tue Dec 22 11:28:22 2015 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 22 Dec 2015 10:28:22 -0600 Subject: [rt-users] Hide "Bulk Update" from menu In-Reply-To: <5C4B841CCF894A4CBD8B13E25E2A575F23802702@exchange2.dtnet.de> References: <5C4B841CCF894A4CBD8B13E25E2A575F23802702@exchange2.dtnet.de> Message-ID: Hi Daniel, On Tue, Dec 22, 2015 at 10:18 AM, Daniel Schwager wrote: > Hi everybody, > > is there a possibility to hide the "Bulk Update" menu from every privileged user who is not member of a "Bulk-Update"-Group? Maybe. > I cannot find a corresponding Callback in share/html/Elements/Tabs > nor ./share/html/Search/Results.html to change the menu hiding "Bulk Update". We remove the "Reply" action from the menu. The callback file is: /Elements/Tabs/Privileged Here is the contents: <%init> # Now (and only to the Privileged) remove the default Reply link. # We add a "Reply" link (with status=open) via the life cycle. if ( $Path =~ m{/Ticket/} && $DECODED_ARGS->{id} && $DECODED_ARGS->{id} =~ /^\d+$/ ) { my $Ticket = RT::Ticket->new($session{CurrentUser}); $Ticket->Load($DECODED_ARGS->{id}); if ( $Ticket && $Ticket->Status eq 'new' ) { # Remove the "Reply" link from the actions... if (my $actions = PageMenu->child('actions')) { $actions->delete('reply'); } } } <%args> $Path You should be able to tweak other parts of the tabs. Using some of the code above as a guide. Cheers, -m From mcalado at tbstaxservices.com Tue Dec 22 16:16:51 2015 From: mcalado at tbstaxservices.com (Marcelo Calado | TBS TAX Services) Date: Tue, 22 Dec 2015 16:16:51 -0500 Subject: [rt-users] Extract Custom Fields - Message-ID: <018d01d13cfe$14289a20$3c79ce60$@tbstaxservices.com> Hi There! I am having trouble with RT-Extension Extract Custom Field. Anyone ever done this before and can help? A quick help will be appreciated as we are missing critical requests Thank you. My template: EIN|Body|EIN:\s*(\w+) Address|Body|Address:\s*(\w+) Cell Phone|Body|Cell Phone:\s*(\w+) City|Body|City:\s*(\w+) First Name|Body|First Name:\s*(\w+) Last Name|Body|Last Name:\s*(\w+) My body: Ein:20-999-745 Address: 100, High Street Cell Phone:3809 City:Stoughton First Name:Marcelo Last Name:Calado Into my logs: Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Ein,20) added: 1324 Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Ein,20) added: 1324 Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Address,100) added: 1325 Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Address,100) added: 1325 Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Cell Phone,3809) added: 1326 Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Cell Phone,3809) added: 1326 Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (City,Stoughton) added: 1327 Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (City,Stoughton) added: 1327 Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (First Name,Marcelo) added: 1328 Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (First Name,Marcelo) added: 1328 Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Last Name,Calado) added: 1329 Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Last Name,Calado) added: 1329 Dec 22 16:08:35 751081-tbsfryou RT: [27756] Ticket 347 created in queue 'TaxOnline' by mcalado Dec 22 16:08:35 751081-tbsfryou RT: [27756] Failed command 'address: 100, High Street'#012Error message: Command 'address' is unknown#012#012Failed command 'ein: 20-999-745'#012Error message: Command 'ein' is unknown Dec 22 16:08:35 751081-tbsfryou RT: [27756] Extended mailgate error: Failed command 'address: 100, High Street'#012Error message: Command 'address' is unknown#012#012Failed command 'ein: 20-999-745'#012Error message: Command 'ein' is unknown -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: ecf.PNG Type: image/png Size: 29442 bytes Desc: not available URL: From palomint at reed.edu Tue Dec 22 17:01:17 2015 From: palomint at reed.edu (Tony G Palomino) Date: Tue, 22 Dec 2015 14:01:17 -0800 Subject: [rt-users] Extract Custom Fields - In-Reply-To: <018d01d13cfe$14289a20$3c79ce60$@tbstaxservices.com> References: <018d01d13cfe$14289a20$3c79ce60$@tbstaxservices.com> Message-ID: In our instance we extract information from email headers on ticket create. Our template looks something like: RTcustomfieldname1|X-header-name-1|.* RTcustomfieldname2|X-header-name-2|.* RTcustomfieldname3|X-header-name-3|.* I can see what you're trying to do with your template, but unfortunately don't have enough experience to know how to help further. On Tue, Dec 22, 2015 at 1:16 PM, Marcelo Calado | TBS TAX Services < mcalado at tbstaxservices.com> wrote: > > > Hi There! > > I am having trouble with RT-Extension Extract Custom Field. > > > > Anyone ever done this before and can help? A quick help will be > appreciated as we are missing critical requests > > > > > > Thank you. > > > > My template: > > > > EIN|Body|EIN:\s*(\w+) > > Address|Body|Address:\s*(\w+) > > Cell Phone|Body|Cell Phone:\s*(\w+) > > City|Body|City:\s*(\w+) > > First Name|Body|First Name:\s*(\w+) > > Last Name|Body|Last Name:\s*(\w+) > > > > My body: > > Ein:20-999-745 > Address: 100, High Street > Cell Phone:3809 > City:Stoughton > First Name:Marcelo > Last Name:Calado > > > > Into my logs: > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Ein,20) > added: 1324 > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Ein,20) > added: 1324 > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Address,100) > added: 1325 > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Address,100) > added: 1325 > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Cell > Phone,3809) added: 1326 > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Cell > Phone,3809) added: 1326 > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue > (City,Stoughton) added: 1327 > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue > (City,Stoughton) added: 1327 > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (First > Name,Marcelo) added: 1328 > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (First > Name,Marcelo) added: 1328 > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Last > Name,Calado) added: 1329 > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Last > Name,Calado) added: 1329 > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] Ticket 347 created in queue > 'TaxOnline' by mcalado > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] Failed command 'address: 100, > High Street'#012Error message: Command 'address' is unknown#012#012Failed > command 'ein: 20-999-745'#012Error message: Command 'ein' is unknown > > Dec 22 16:08:35 751081-tbsfryou RT: [27756] Extended mailgate error: > Failed command 'address: 100, High Street'#012Error message: Command > 'address' is unknown#012#012Failed command 'ein: 20-999-745'#012Error > message: Command 'ein' is unknown > > > > > > > -- Tony.Palomino at reed.edu Director, Computer User Services Reed College 503-788-6622 -------------- next part -------------- An HTML attachment was scrubbed... URL: From lists at thekingstech.com Tue Dec 22 19:04:00 2015 From: lists at thekingstech.com (norman) Date: Tue, 22 Dec 2015 19:04:00 -0500 Subject: [rt-users] script problem with ticket create. In-Reply-To: <5679B33A.9040507@thekingstech.com> References: <5679B33A.9040507@thekingstech.com> Message-ID: <5679E4F0.5090809@thekingstech.com> Hello. > In the last week we upgraded our rt instance from 4.0.19 to 4.2.8 > Before the upgrade we had a script that would aupo-reply to all new > tickets created by email unless they went to 2 queues in which we > would not auto-reply at all. > Since the upgrade that script is sending out a message on all ticket > correspondence regardless of weather it's a create or not. > The condition is set to user defined and the code in custom condition > is as follows. > ($self->TransactionObj->Type || '') eq 'Create' > && > ($self->TicketObj->Status || '') ne 'resolved' > && > ($self->TicketObj->QueueObj->Name || '') ne 'SafeSentryPro' || > 'Security-Appliance-Review-Logs' > > What's wrong here or is it a different problem entirely? > > Thanks. > From mzagrabe at d.umn.edu Tue Dec 22 21:58:12 2015 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 22 Dec 2015 20:58:12 -0600 Subject: [rt-users] [phish?] Re: script problem with ticket create. In-Reply-To: <5679E4F0.5090809@thekingstech.com> References: <5679B33A.9040507@thekingstech.com> <5679E4F0.5090809@thekingstech.com> Message-ID: Your perl isn't correct for the logic of the scrip. (($self->TicketObj->QueueObj->Name || '') ne 'SafeSentryPro') || (($self->TicketObj->QueueObj->Name || '') ne 'Security-Appliance-Review-Logs') -m On Tue, Dec 22, 2015 at 6:04 PM, norman wrote: > Hello. >> >> In the last week we upgraded our rt instance from 4.0.19 to 4.2.8 >> Before the upgrade we had a script that would aupo-reply to all new >> tickets created by email unless they went to 2 queues in which we would not >> auto-reply at all. >> Since the upgrade that script is sending out a message on all ticket >> correspondence regardless of weather it's a create or not. >> The condition is set to user defined and the code in custom condition is >> as follows. >> ($self->TransactionObj->Type || '') eq 'Create' >> && >> ($self->TicketObj->Status || '') ne 'resolved' >> && >> ($self->TicketObj->QueueObj->Name || '') ne 'SafeSentryPro' || >> 'Security-Appliance-Review-Logs' >> >> What's wrong here or is it a different problem entirely? >> >> Thanks. >> > From lists at thekingstech.com Tue Dec 22 15:31:54 2015 From: lists at thekingstech.com (norman) Date: Tue, 22 Dec 2015 15:31:54 -0500 Subject: [rt-users] auto-reply script problem. Message-ID: <5679B33A.9040507@thekingstech.com> Hello. In the last week we upgraded our rt instance from 4.0.19 to 4.2.8 Before the upgrade we had a script that would aupo-reply to all new tickets created by email unless they went to 2 queues in which we would not auto-reply at all. Since the upgrade that script is sending out a message on all ticket correspondence regardless of weather it's a create or not. The condition is set to user defined and the code in custom condition is as follows. ($self->TransactionObj->Type || '') eq 'Create' && ($self->TicketObj->Status || '') ne 'resolved' && ($self->TicketObj->QueueObj->Name || '') ne 'SafeSentryPro' || 'Security-Appliance-Review-Logs' What's wrong here or is it a different problem entirely? Thanks. From lists at thekingstech.com Wed Dec 23 13:13:17 2015 From: lists at thekingstech.com (norman) Date: Wed, 23 Dec 2015 13:13:17 -0500 Subject: [rt-users] script problem with ticket create. In-Reply-To: <567AD2E7.9020602@thekingstech.com> References: <5679B33A.9040507@thekingstech.com> <5679E4F0.5090809@thekingstech.com> <567AD2E7.9020602@thekingstech.com> Message-ID: <567AE43D.6090908@thekingstech.com> Hi. > Thanks for the help. > However, that has not really fixed the issue. > The way the system should work is that if an email comes in and a > ticket is opened the requester should get an auto response. They > should not get another response if they reply to that ticket. > At this point if you reply to the ticket it is triggering an auto > response. > It almost has to be this script because if i disable it that doesn't > happen. However, that also then breaks the auto response i want to go > out on ticket create. > > Thoughts? > > > On 12/22/2015 9:58 PM, Matt Zagrabelny wrote: >> Your perl isn't correct for the logic of the scrip. >> >> (($self->TicketObj->QueueObj->Name || '') ne 'SafeSentryPro') || >> (($self->TicketObj->QueueObj->Name || '') ne >> 'Security-Appliance-Review-Logs') >> >> -m >> >> On Tue, Dec 22, 2015 at 6:04 PM, norman wrote: >>> Hello. >>>> In the last week we upgraded our rt instance from 4.0.19 to 4.2.8 >>>> Before the upgrade we had a script that would aupo-reply to all new >>>> tickets created by email unless they went to 2 queues in which we >>>> would not >>>> auto-reply at all. >>>> Since the upgrade that script is sending out a message on all ticket >>>> correspondence regardless of weather it's a create or not. >>>> The condition is set to user defined and the code in custom >>>> condition is >>>> as follows. >>>> ($self->TransactionObj->Type || '') eq 'Create' >>>> && >>>> ($self->TicketObj->Status || '') ne 'resolved' >>>> && >>>> ($self->TicketObj->QueueObj->Name || '') ne 'SafeSentryPro' || >>>> 'Security-Appliance-Review-Logs' >>>> >>>> What's wrong here or is it a different problem entirely? >>>> >>>> Thanks. >>>> > From mzagrabe at d.umn.edu Wed Dec 23 13:16:32 2015 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Wed, 23 Dec 2015 12:16:32 -0600 Subject: [rt-users] script problem with ticket create. In-Reply-To: <567AE43D.6090908@thekingstech.com> References: <5679B33A.9040507@thekingstech.com> <5679E4F0.5090809@thekingstech.com> <567AD2E7.9020602@thekingstech.com> <567AE43D.6090908@thekingstech.com> Message-ID: On Wed, Dec 23, 2015 at 12:13 PM, norman wrote: > Hi. >> >> Thanks for the help. >> However, that has not really fixed the issue. >> The way the system should work is that if an email comes in and a ticket >> is opened the requester should get an auto response. Yep. That is "On Create". Don't disable that scrip. They should not get >> another response if they reply to that ticket. >> At this point if you reply to the ticket it is triggering an auto >> response. Yep. That is "On Correspond". Disable that scrip. -m From sr at ilk.net Wed Dec 23 13:51:25 2015 From: sr at ilk.net (Stefan Rein) Date: Wed, 23 Dec 2015 19:51:25 +0100 Subject: [rt-users] Additional Watcher Type Message-ID: <20151223185125.GA6123@ilk.net> Hello, wie have configured our Scrips in RT 4.0.7. we disabled "On Comment Notify AdminCcs", because wie normally don't want to notify comments to AdminCcs, too many mail noise. Our scrips: - Owner gets corresponds and comments. - Admin-Cc gets corresponds Now, in some cases, it would be helpful for some stuff members, to get comments anyway, and it is not secure to tell the agents of a ticket to put in the correct names in the "One Time AdminCc" field. Is there another way besides implementation of an additional watcher group and configure the scrips for this new group to get the comments? I noticed additional watchers in the RT of mit.edu: http://kb.mit.edu/confluence/display/istcontrib/Request+Tracker+watchers+and+permissions+explained Is there anywhere a tutorial for adding a new watcher group? Which files would I have to edit? Thanks - Steffi From lists at thekingstech.com Wed Dec 23 14:28:39 2015 From: lists at thekingstech.com (norman) Date: Wed, 23 Dec 2015 14:28:39 -0500 Subject: [rt-users] script problem with ticket create. In-Reply-To: References: <5679B33A.9040507@thekingstech.com> <5679E4F0.5090809@thekingstech.com> <567AD2E7.9020602@thekingstech.com> <567AE43D.6090908@thekingstech.com> Message-ID: <567AF5E7.5080603@thekingstech.com> Hi. I seem to be missing something. there is no "on correspond auto-reply to requester" script that i can see, Only the script i laid out earlier. If i disable the following script, it fixes the issues but also disables my aupo-reply on create. The script is laid out as follows with the code added that i had been given earlier in this thread. Condition: "user defined", with the following code in the "custom condition" box. ($self->TransactionObj->Type || '') eq 'Create' && ($self->TicketObj->Status || '') ne 'resolved' && (($self->TicketObj->QueueObj->Name || '') ne 'SafeSentryPro') || (($self->TicketObj->QueueObj->Name || '') ne 'Security-Appliance-Review-Logs') Action: "autoReply To Requesters". Template: "AutoReply" Any help is appreciated. On 12/23/2015 1:16 PM, Matt Zagrabelny wrote: > On Wed, Dec 23, 2015 at 12:13 PM, norman wrote: >> Hi. >>> Thanks for the help. >>> However, that has not really fixed the issue. >>> The way the system should work is that if an email comes in and a ticket >>> is opened the requester should get an auto response. > Yep. That is "On Create". Don't disable that scrip. > > They should not get >>> another response if they reply to that ticket. >>> At this point if you reply to the ticket it is triggering an auto >>> response. > > Yep. That is "On Correspond". Disable that scrip. > > > -m From mcalado at tbstaxservices.com Wed Dec 23 16:52:55 2015 From: mcalado at tbstaxservices.com (Marcelo Calado | TBS TAX Services) Date: Wed, 23 Dec 2015 16:52:55 -0500 Subject: [rt-users] Extract Custom Fields - In-Reply-To: References: <018d01d13cfe$14289a20$3c79ce60$@tbstaxservices.com> Message-ID: <003a01d13dcc$486052f0$d920f8d0$@tbstaxservices.com> Hi Tony! Thank you! Following your exemple, I got the same error! But?. I set up my mail client for plain text and my body for: CustomField.{EIN}:45-1234567 CustomField.{Address}: 785, Hi Street CustomField.{Cell Phone}:781-999-8111 CustomField.{City}:Stoughton CustomField.{First Name}:Marcelo CustomField.{Last Name}:Calado And????Works Fine?.:) What I need to do to extract from mail and assign my tickets fields? Thank you So Much! From: Tony G Palomino [mailto:palomint at reed.edu] Sent: Tuesday, December 22, 2015 5:01 PM To: Marcelo Calado | TBS TAX Services Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Extract Custom Fields - In our instance we extract information from email headers on ticket create. Our template looks something like: RTcustomfieldname1|X-header-name-1|.* RTcustomfieldname2|X-header-name-2|.* RTcustomfieldname3|X-header-name-3|.* I can see what you're trying to do with your template, but unfortunately don't have enough experience to know how to help further. On Tue, Dec 22, 2015 at 1:16 PM, Marcelo Calado | TBS TAX Services > wrote: Hi There! I am having trouble with RT-Extension Extract Custom Field. Anyone ever done this before and can help? A quick help will be appreciated as we are missing critical requests Thank you. My template: EIN|Body|EIN:\s*(\w+) Address|Body|Address:\s*(\w+) Cell Phone|Body|Cell Phone:\s*(\w+) City|Body|City:\s*(\w+) First Name|Body|First Name:\s*(\w+) Last Name|Body|Last Name:\s*(\w+) My body: Ein:20-999-745 Address: 100, High Street Cell Phone:3809 City:Stoughton First Name:Marcelo Last Name:Calado Into my logs: Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Ein,20) added: 1324 Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Ein,20) added: 1324 Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Address,100) added: 1325 Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Address,100) added: 1325 Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Cell Phone,3809) added: 1326 Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Cell Phone,3809) added: 1326 Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (City,Stoughton) added: 1327 Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (City,Stoughton) added: 1327 Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (First Name,Marcelo) added: 1328 Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (First Name,Marcelo) added: 1328 Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Last Name,Calado) added: 1329 Dec 22 16:08:35 751081-tbsfryou RT: [27756] CustomFieldValue (Last Name,Calado) added: 1329 Dec 22 16:08:35 751081-tbsfryou RT: [27756] Ticket 347 created in queue 'TaxOnline' by mcalado Dec 22 16:08:35 751081-tbsfryou RT: [27756] Failed command 'address: 100, High Street'#012Error message: Command 'address' is unknown#012#012Failed command 'ein: 20-999-745'#012Error message: Command 'ein' is unknown Dec 22 16:08:35 751081-tbsfryou RT: [27756] Extended mailgate error: Failed command 'address: 100, High Street'#012Error message: Command 'address' is unknown#012#012Failed command 'ein: 20-999-745'#012Error message: Command 'ein' is unknown -- Tony.Palomino at reed.edu Director, Computer User Services Reed College 503-788-6622 -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Thu Dec 24 00:13:23 2015 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Wed, 23 Dec 2015 23:13:23 -0600 Subject: [rt-users] Additional Watcher Type In-Reply-To: <20151223185125.GA6123@ilk.net> References: <20151223185125.GA6123@ilk.net> Message-ID: Hi Stefan, Not super helpful for you, but RT 4.4 has custom roles. This would solve your problem, I believe. Merry Christmas and Happy Festivus! ;) -m On Wed, Dec 23, 2015 at 12:51 PM, Stefan Rein wrote: > Hello, > > wie have configured our Scrips in RT 4.0.7. > > we disabled "On Comment Notify AdminCcs", because wie normally don't > want to notify comments to AdminCcs, too many mail noise. > > Our scrips: > - Owner gets corresponds and comments. > - Admin-Cc gets corresponds > > Now, in some cases, it would be helpful for some stuff members, to get comments > anyway, and it is not secure to tell the agents of a ticket to put in the > correct names in the "One Time AdminCc" field. > > Is there another way besides implementation of an additional > watcher group and configure the scrips for this new group to > get the comments? > > I noticed additional watchers in the RT of mit.edu: > http://kb.mit.edu/confluence/display/istcontrib/Request+Tracker+watchers+and+permissions+explained > Is there anywhere a tutorial for adding a new watcher group? > Which files would I have to edit? > > Thanks - Steffi From rafiei.mani at gmail.com Thu Dec 24 03:44:41 2015 From: rafiei.mani at gmail.com (mani rafiei) Date: Thu, 24 Dec 2015 04:44:41 -0400 Subject: [rt-users] outgoing mail formatting on PGP Message-ID: Dear All, I have a problem with outgoing mails. I chose to send the encrypted email as "Inline". the problem is, received email is non-formatted and there is no "br" tag between lines. also when i tried to decrypt it by envelope, I've got the "Unknown ASCII armor type" error that I think related to text formatting and missed characters. Could you please advise me on this issue? Best regards, Mani -------------- next part -------------- An HTML attachment was scrubbed... URL: From Daniel.Schwager at dtnet.de Sun Dec 27 05:50:33 2015 From: Daniel.Schwager at dtnet.de (Daniel Schwager) Date: Sun, 27 Dec 2015 10:50:33 +0000 Subject: [rt-users] Hide "Bulk Update" from menu In-Reply-To: References: <5C4B841CCF894A4CBD8B13E25E2A575F23802702@exchange2.dtnet.de> Message-ID: <5C4B841CCF894A4CBD8B13E25E2A575F23818412@exchange2.dtnet.de> Hi Matt, thanks for your help. z-rt4app-a:/opt/site/rt4/local/html/Callbacks/mbi/Elements/Tabs/Privileged <%init> # Now, let's remove the 'Bulk Update' if we are not member of a defined group if ( $Path =~ m/Search/ ) { my $in_group = 'FuntionBulkUpdate'; my $group = RT::Group->new( $session{CurrentUser} ); $group->LoadUserDefinedGroup( $in_group ); if (!$group->HasMemberRecursively( $session{CurrentUser} -> id )) { # Remove the "Reply" link from the actions... $RT::Logger->debug("Remove BulkUpdate menu"); PageMenu->delete('bulk'); } } <%args> $Path > -----Original Message----- > From: Matt Zagrabelny [mailto:mzagrabe at d.umn.edu] > Sent: Tuesday, December 22, 2015 5:28 PM > To: Daniel Schwager > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Hide "Bulk Update" from menu > > Hi Daniel, > > On Tue, Dec 22, 2015 at 10:18 AM, Daniel Schwager > wrote: > > Hi everybody, > > > > is there a possibility to hide the "Bulk Update" menu from every privileged user who is not member > of a "Bulk-Update"-Group? > > Maybe. > > > > I cannot find a corresponding Callback in share/html/Elements/Tabs > > nor ./share/html/Search/Results.html to change the menu hiding "Bulk Update". > > We remove the "Reply" action from the menu. The callback file is: > > /Elements/Tabs/Privileged > > Here is the contents: > > <%init> > # Now (and only to the Privileged) remove the default Reply link. > # We add a "Reply" link (with status=open) via the life cycle. > if ( > $Path =~ m{/Ticket/} > && > $DECODED_ARGS->{id} > && > $DECODED_ARGS->{id} =~ /^\d+$/ > ) { > my $Ticket = RT::Ticket->new($session{CurrentUser}); > $Ticket->Load($DECODED_ARGS->{id}); > if ( > $Ticket > && > $Ticket->Status eq 'new' > ) { > # Remove the "Reply" link from the actions... > if (my $actions = PageMenu->child('actions')) { > $actions->delete('reply'); > } > } > } > > <%args> > $Path > > > You should be able to tweak other parts of the tabs. Using some of the > code above as a guide. > > Cheers, > > -m -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2279 bytes Desc: not available URL: From Daniel.Schwager at dtnet.de Sun Dec 27 05:54:19 2015 From: Daniel.Schwager at dtnet.de (Daniel Schwager) Date: Sun, 27 Dec 2015 10:54:19 +0000 Subject: [rt-users] Hide "Bulk Update" from menu In-Reply-To: <5C4B841CCF894A4CBD8B13E25E2A575F2381840D@exchange2.dtnet.de> References: <5C4B841CCF894A4CBD8B13E25E2A575F23802702@exchange2.dtnet.de> <5C4B841CCF894A4CBD8B13E25E2A575F2381840D@exchange2.dtnet.de> Message-ID: <5C4B841CCF894A4CBD8B13E25E2A575F23818447@exchange2.dtnet.de> Hi Matt, thanks for your help. In the previous E-Mail (the enter-key was faster than me!) you found my implementation of hiding the "Bulk Update" menu dependent of the membership. Best regards Danny -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2279 bytes Desc: not available URL: From asanka_gunasekera at yahoo.co.uk Mon Dec 28 06:42:56 2015 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Mon, 28 Dec 2015 11:42:56 +0000 (UTC) Subject: [rt-users] Using 2 mail address for all ques References: <1611912927.6388886.1451302976846.JavaMail.yahoo.ref@mail.yahoo.com> Message-ID: <1611912927.6388886.1451302976846.JavaMail.yahoo@mail.yahoo.com> Hi just wondering whether it is possible to use just 2 email addresses for all the queues. Once for correspondence and another for comment. In my RT implementation I have about 25 queus and each queue needs minimum of 1 dedicated mail account. If above is possible please let me know guide hot to achieve this! Thanks and Regards From trevor at onepost.net Mon Dec 28 08:31:44 2015 From: trevor at onepost.net (Trev) Date: Mon, 28 Dec 2015 08:31:44 -0500 Subject: [rt-users] Using 2 mail address for all ques In-Reply-To: <1611912927.6388886.1451302976846.JavaMail.yahoo@mail.yahoo.com> References: <1611912927.6388886.1451302976846.JavaMail.yahoo.ref@mail.yahoo.com> <1611912927.6388886.1451302976846.JavaMail.yahoo@mail.yahoo.com> Message-ID: You can use a shared rt-correspondance@ and rt-comment@ address. RT will use the ticket # when reading to modify the ticket accordingly. I have about 30 or so queues, and I use common rt-correspondance@ and rt-comments@ as you are asking about, without issue. Trev On Mon, Dec 28, 2015 at 6:42 AM, Asanka Gunasekera < asanka_gunasekera at yahoo.co.uk> wrote: > Hi just wondering whether it is possible to use just 2 email addresses for > all the queues. Once for correspondence and another for comment. In my RT > implementation I have about 25 queus and each queue needs minimum of 1 > dedicated mail account. If above is possible please let me know guide hot > to achieve this! > > Thanks and Regards > -------------- next part -------------- An HTML attachment was scrubbed... URL: From asanka_gunasekera at yahoo.co.uk Tue Dec 29 03:03:58 2015 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Tue, 29 Dec 2015 08:03:58 +0000 (UTC) Subject: [rt-users] Using 2 mail address for all ques References: <1271710533.6825196.1451376238412.JavaMail.yahoo.ref@mail.yahoo.com> Message-ID: <1271710533.6825196.1451376238412.JavaMail.yahoo@mail.yahoo.com> Hi Trevor, thank you for the reply, that is great! but as per http://kb.mit.edu/confluence/pages/viewpage.action?pageId=151106427 RT users the mail address in a particular way to sort the correspondence and comments, does this works in your case? I am using fetchmail to retrieve mail, do I need to change the mail client? Can you direct me to an document to get this going? I am sorry if this sounds out of the way, what are the precautions that I need to change the current set-up? Thanks and Best Regards -------------------------------------------- On Mon, 28/12/15, Trev wrote: Subject: Re: [rt-users] Using 2 mail address for all ques To: "Asanka Gunasekera" Cc: "RT-List" Date: Monday, 28 December, 2015, 19:31 You can use a shared rt-correspondance@ and rt-comment@ address. RT will use the ticket # when reading to modify the ticket accordingly. I have about 30 or so queues, and I use common rt-correspondance@ ?and rt-comments@ as you are asking about, without issue. Trev On Mon, Dec 28, 2015 at 6:42 AM, Asanka Gunasekera wrote: Hi just wondering whether it is possible to use just 2 email addresses for all the queues. Once for correspondence and another for comment. In my RT implementation I have about 25 queus and each queue needs minimum of 1 dedicated mail account. If above is possible please let me know guide hot to achieve this! Thanks and Regards From jeffrey.pilant at bayer.com Tue Dec 29 12:12:12 2015 From: jeffrey.pilant at bayer.com (Jeffrey Pilant) Date: Tue, 29 Dec 2015 17:12:12 +0000 Subject: [rt-users] script problem with ticket create. Message-ID: <3135BE7DD2D7484C840CDD011A999B745410249B@MOXCXR.na.bayer.cnb> norman writes: >Hi. >I seem to be missing something. >there is no "on correspond auto-reply to requester" script that i can >see, Only the script i laid out earlier. >If i disable the following script, it fixes the issues but also disables >my aupo-reply on create. >The script is laid out as follows with the code added that i had been >given earlier in this thread. >Condition: "user defined", with the following code in the "custom >condition" box. This makes me think your correspondence is going to the create address. What are your mail aliases? Do the comment/correspondent have the ticket # in the subject line? /jeff ________________________________________________________________________ The information contained in this e-mail is for the exclusive use of the intended recipient(s) and may be confidential, proprietary, and/or legally privileged. Inadvertent disclosure of this message does not constitute a waiver of any privilege. If you receive this message in error, please do not directly or indirectly use, print, copy, forward, or disclose any part of this message. Please also delete this e-mail and all copies and notify the sender. Thank you. For alternate languages please go to http://bayerdisclaimer.bayerweb.com ________________________________________________________________________ From trevor at onepost.net Tue Dec 29 13:30:58 2015 From: trevor at onepost.net (Trev) Date: Tue, 29 Dec 2015 13:30:58 -0500 Subject: [rt-users] Using 2 mail address for all ques In-Reply-To: <1271710533.6825196.1451376238412.JavaMail.yahoo@mail.yahoo.com> References: <1271710533.6825196.1451376238412.JavaMail.yahoo.ref@mail.yahoo.com> <1271710533.6825196.1451376238412.JavaMail.yahoo@mail.yahoo.com> Message-ID: Yes, RT parses the ticket id in the subject line to then apply the comments or correspondence based on the correct ticket id number (located in the subject line). I am using fetchmail as well... without problems at this point... running on debian. As I add queues, I am sure to keep the default Reply Address and Comment Address address fields blank and RT will use the defaults. Currently have about 40 queues, some are using email accounts to create tickets with, some are not, but every queue uses the default Reply Address and Comment Address. Rt 4.10.12 on Debian. I hope this helps. Trev On Tue, Dec 29, 2015 at 3:03 AM, Asanka Gunasekera < asanka_gunasekera at yahoo.co.uk> wrote: > Hi Trevor, thank you for the reply, that is great! but as per > > http://kb.mit.edu/confluence/pages/viewpage.action?pageId=151106427 > > RT users the mail address in a particular way to sort the correspondence > and comments, does this works in your case? > > I am using fetchmail to retrieve mail, do I need to change the mail > client? Can you direct me to an document to get this going? > > I am sorry if this sounds out of the way, what are the precautions that I > need to change the current set-up? > > Thanks and Best Regards > > -------------------------------------------- > On Mon, 28/12/15, Trev wrote: > > Subject: Re: [rt-users] Using 2 mail address for all ques > To: "Asanka Gunasekera" > Cc: "RT-List" > Date: Monday, 28 December, 2015, 19:31 > > You can > use a shared rt-correspondance@ and rt-comment@ address. RT > will use the ticket # when reading to modify the ticket > accordingly. > I have about 30 > or so queues, and I use common rt-correspondance@ and > rt-comments@ as you are asking about, without > issue. > Trev > On Mon, Dec 28, 2015 at > 6:42 AM, Asanka Gunasekera > wrote: > Hi just > wondering whether it is possible to use just 2 email > addresses for all the queues. Once for correspondence and > another for comment. In my RT implementation I have about 25 > queus and each queue needs minimum of 1 dedicated mail > account. If above is possible please let me know guide hot > to achieve this! > > > > Thanks and Regards > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From trevor at onepost.net Tue Dec 29 13:51:28 2015 From: trevor at onepost.net (Trev) Date: Tue, 29 Dec 2015 13:51:28 -0500 Subject: [rt-users] Using 2 mail address for all ques In-Reply-To: References: <1271710533.6825196.1451376238412.JavaMail.yahoo.ref@mail.yahoo.com> <1271710533.6825196.1451376238412.JavaMail.yahoo@mail.yahoo.com> Message-ID: Oh, so.. You do need to setup a mailbox for rt-comment and rt-correspondance as they are, in fact, email accounts needing a mailbox for fetchmail to poll. Just to be clear. Worth noting -- although I do specify the Queue as 'IT General' -- RT overrides this and adds the Reply or Correspondance to the correct ticket, no matter the queue. I could probably clean this up as it is leftover from my initial build and testing, but it works fine so I have left it. Fetchmailrc on my end accounts: root at jamie:~# cat /etc/fetchmailrc set daemon 60 set invisible set no bouncemail set syslog set logfile /var/log/fetchmail.log poll oa-internal.domain.com protocol imap username "rt-correspondance" password "password" mda "/opt/rt4/bin/rt-mailgate --no-verify-ssl --queue 'IT General' --action correspond --url http://jamie.domain.com/" no keep poll oa-internal.domain.com protocol imap username "rt-comment" password "password" mda "/opt/rt4/bin/rt-mailgate --no-verify-ssl --queue 'IT General' --action correspond --url http://jamie.domain.com/" no keep #other mailboxes below here, specifically for enabling email to support (and other departments) to open tickets. On Tue, Dec 29, 2015 at 1:30 PM, Trev wrote: > Yes, > > RT parses the ticket id in the subject line to then apply the comments > or correspondence based on the correct ticket id number (located in the > subject line). > > I am using fetchmail as well... without problems at this point... > running on debian. > > As I add queues, I am sure to keep the default Reply Address and Comment > Address address fields blank and RT will use the defaults. > > Currently have about 40 queues, some are using email accounts to create > tickets with, some are not, but every queue uses the default Reply Address > and Comment Address. > > Rt 4.10.12 on Debian. > > I hope this helps. > > Trev > > On Tue, Dec 29, 2015 at 3:03 AM, Asanka Gunasekera < > asanka_gunasekera at yahoo.co.uk> wrote: > >> Hi Trevor, thank you for the reply, that is great! but as per >> >> http://kb.mit.edu/confluence/pages/viewpage.action?pageId=151106427 >> >> RT users the mail address in a particular way to sort the correspondence >> and comments, does this works in your case? >> >> I am using fetchmail to retrieve mail, do I need to change the mail >> client? Can you direct me to an document to get this going? >> >> I am sorry if this sounds out of the way, what are the precautions that I >> need to change the current set-up? >> >> Thanks and Best Regards >> >> -------------------------------------------- >> On Mon, 28/12/15, Trev wrote: >> >> Subject: Re: [rt-users] Using 2 mail address for all ques >> To: "Asanka Gunasekera" >> Cc: "RT-List" >> Date: Monday, 28 December, 2015, 19:31 >> >> You can >> use a shared rt-correspondance@ and rt-comment@ address. RT >> will use the ticket # when reading to modify the ticket >> accordingly. >> I have about 30 >> or so queues, and I use common rt-correspondance@ and >> rt-comments@ as you are asking about, without >> issue. >> Trev >> On Mon, Dec 28, 2015 at >> 6:42 AM, Asanka Gunasekera >> wrote: >> Hi just >> wondering whether it is possible to use just 2 email >> addresses for all the queues. Once for correspondence and >> another for comment. In my RT implementation I have about 25 >> queus and each queue needs minimum of 1 dedicated mail >> account. If above is possible please let me know guide hot >> to achieve this! >> >> >> >> Thanks and Regards >> >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mcalado at tbstaxservices.com Tue Dec 29 16:36:56 2015 From: mcalado at tbstaxservices.com (Marcelo Calado | TBS TAX Services) Date: Tue, 29 Dec 2015 16:36:56 -0500 Subject: [rt-users] INET6 - bug Message-ID: <001101d14281$0afa8660$20ef9320$@tbstaxservices.com> Hi There, I've been having this error after the Fetchmail has flushed my mails: Subroutine IO::Socket::INET6::sockaddr_in6 redefined at /usr/share/perl5/Exporter.pm line 67. at /usr/share/perl5/IO/Socket/INET6.pm line 21. I googled around a bit and came across many solutions that classified this as a bug and which was fixed in version 2.69. Does anyone have the official fix for this? I've seen some blog posts but would like to know the right way to go about fixing this. RT 4.2 Centos 6.7 Thanks! Marcelo Calado. From mcalado at tbstaxservices.com Tue Dec 29 18:00:42 2015 From: mcalado at tbstaxservices.com (Marcelo Calado | TBS TAX Services) Date: Tue, 29 Dec 2015 18:00:42 -0500 Subject: [rt-users] Scrip to Assign Ticket Field Value from User field In-Reply-To: <001601d1428c$ad86ead0$0894c070$@tbstaxservices.com> References: <001601d1428c$ad86ead0$0894c070$@tbstaxservices.com> Message-ID: <001801d1428c$bf4a0950$3dde1bf0$@tbstaxservices.com> Hi There! First off I am NOT a programmer and a newbie to perl....:) I'd like to create a Scrip that looks at the requestor's (of course... presuming, that was created before), if it matches, the scrip will assign some ticket field values from User field values. This scrip will fill up fields as a Users.Address, Users.City, Users.MobilePhone, eg.... from Users (requestor) to ticket fields (TicketCustomField.Address, TicketCustomField.City, e.g.....). I've looked at some of the sample scrips available on the website.... Could somebody give me some tips, or point me in the right direction? Thanks Marcelo Calado. From rtusers-20090205 at billmail.scconsult.com Tue Dec 29 20:28:54 2015 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Tue, 29 Dec 2015 20:28:54 -0500 Subject: [rt-users] INET6 - bug In-Reply-To: <001101d14281$0afa8660$20ef9320$@tbstaxservices.com> References: <001101d14281$0afa8660$20ef9320$@tbstaxservices.com> Message-ID: On 29 Dec 2015, at 16:36, Marcelo Calado | TBS TAX Services wrote: > Hi There, > > I've been having this error after the Fetchmail has flushed my mails: > Subroutine IO::Socket::INET6::sockaddr_in6 redefined at > /usr/share/perl5/Exporter.pm line 67. > at /usr/share/perl5/IO/Socket/INET6.pm line 21. > > I googled around a bit and came across many solutions that classified > this > as a bug and which was fixed in version 2.69. None of that refers to anything that is part of RT. That's a version number for the *OBSOLETE* Perl module IO::Socket::INET6. > Does anyone have the official fix for this? I've seen some blog posts > but > would like to know the right way to go about fixing this. Nothing should be using IO::Socket::INET6. It is abandoned (note https://bitbucket.org/shlomif/perl-io-socket-inet6/overview) and has been superseded by IO::Socket::IP. If you can't convert whatever is using it to use IO::Socket::IP, I guess you could upgrade to to the last version but it would be a bit like running Windows ME: no one else uses it *BECAUSE IT'S SHODDY*, no one cares about any bugs you might run into, and nothing else you want to run will accommodate the quirky exercise in inscrutable nostalgia. From cloos at netsandbox.de Wed Dec 30 02:58:32 2015 From: cloos at netsandbox.de (Christian Loos) Date: Wed, 30 Dec 2015 08:58:32 +0100 Subject: [rt-users] [request-tracker-maintainers] Bug#809376: rt4-fcgi: support systemd init natively In-Reply-To: <20151229233738.GM6657@urchin.earth.li> References: <20151229232941.GL6657@urchin.earth.li> <20151229233738.GM6657@urchin.earth.li> Message-ID: <56838EA8.4080505@netsandbox.de> Am 30.12.2015 um 00:37 schrieb Dominic Hargreaves: > Hi Chris, > > Thanks for this. I noticed that your service unit file does not include > any mention of a dependency on mysql or postgresql; something that was > recently added to the init script exactly for systemd compatibility. > Do you know if this should be added to the unit file too? > > Cheers, > Dominic. Hi Dominic, actually the Restart=on-failure and RestartSec=5 lets spawn-fcgi try to connect to the database every 5 seconds. As this works for both, database on the same host and database on a remote host, I think this is the better solution. Chris