From Bernhard.Eierschmalz at scheppach.com Mon Jun 1 05:46:05 2015 From: Bernhard.Eierschmalz at scheppach.com (Eierschmalz, Bernhard) Date: Mon, 1 Jun 2015 09:46:05 +0000 Subject: [rt-users] about signatures In-Reply-To: References: <97344147CBA1644584462D6D81C43CE48FCB98A8@svex.scheppach.local> Message-ID: <97344147CBA1644584462D6D81C43CE4A3668431@svex.scheppach.local> Hello Alex, thanks for your detailed mail. I have one idea to fix the position of signature, but for this I need to know one point of configuration. You wrote: I don't have an easy answer for moving the quoted text beneath the signature. As a desperate measure, your template could try to detect the beginning of quoted text and truncate all content after it. There might be a big risk of truncating actual non-quoted content though. This was the basic for my idea. My idea is to split the {$Transaction->Content()} part into 2 pieces: 1. Until ?on wrote? 2. After ?on wrote? With this splitting I will be able to place the signatures between the 2 parts. But to provide a stable splitting, I would like to change the syntax of ?on ? ? wrote? into some clearly syntax (e.g. with entering a new line with ?_? before the ?on wrote? line) Can you tell me how to do this? Best regards Bernhard Von: Alex Peters [mailto:alex at peters.net] Gesendet: Montag, 26. Januar 2015 06:29 An: Eierschmalz, Bernhard Cc: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] about signatures You can use RT templates to add custom signatures to outgoing mail. The template can read details for the user generating the mail, and output them in any manner that you wish. First, you would need to ensure that the necessary information is entered into each user's account (Admin > Users > Select). Second, you would need to create a template (or modify an existing one) to call on various elements like: { $Transaction->CreatorObj->Name } { $Transaction->CreatorObj->WorkPhone } You might want to include logic to omit the fields (and possibly log an error to RT's log) if they are empty for a particular user. Other methods on the CreatorObj are available here: https://www.bestpractical.com/docs/rt/4.2/RT/User.html I don't have an easy answer for moving the quoted text beneath the signature. As a desperate measure, your template could try to detect the beginning of quoted text and truncate all content after it. There might be a big risk of truncating actual non-quoted content though. On 21 January 2015 at 17:47, Eierschmalz, Bernhard > wrote: Hello, I have 2 questions about signatures. 1. For our ?non-request-tracker?-mails I have a HTML-Template, to standardize all our outgoing email signatures (on the email server runs a program that attaches the template with filled in parameters for name phone number etc. to every email) is it possible to use a HTML-Template like this also for emails sent through request tracker? (the problem is, the software only sees one email address for each queue, so I need to generate the signature directly in RT. 2. In the moment our signatures are attached under the quoted text; many customers complain about this. Is it possible to place the signature between message and quoted text? By the way: we use RT 4.2.8 Best regards, Bernhard -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron at heyaaron.com Tue Jun 2 02:30:00 2015 From: aaron at heyaaron.com (Aaron C. de Bruyn) Date: Mon, 1 Jun 2015 23:30:00 -0700 Subject: [rt-users] HTTP::Response=HASH(0xb1b9b68)okok Error from rt-mailgate doesn't appear to be an error Message-ID: Tickets are coming into the system multiple times. When I look at the Postfix queue, I see messages queued up for retry like: -Queue ID- --Size-- ----Arrival Time---- -Sender/Recipient------- 64A8227 1915 Mon Jun 1 22:48:12 aaron at heyaaron.com (temporary failure. Command output: RT server error. The RT server which handled your email did not behave as expected. It said: HTTP::Response=HASH(0xb1b9b68)okok Ticket: 1118 Queue: support Owner: Nobody Status: new Subject: test Requestor: aaron at heyaaron.com) support at xxxx.com -- 2 Kbytes in 1 Request. The response from rt-mailgate looks like it successfully created the ticket (and I can see ticket 1118 in RT). Looking through the rt-mailgate code around line 238, it checks for the response 'ok' or 'not ok' starting at the beginning of the response. In this case, it looks like there is 'HTTP::Response-HASH....' at the beginning of the response. Any idea where that's coming from? -A From aaron at heyaaron.com Tue Jun 2 02:34:02 2015 From: aaron at heyaaron.com (Aaron C. de Bruyn) Date: Mon, 1 Jun 2015 23:34:02 -0700 Subject: [rt-users] HTTP::Response=HASH(0xb1b9b68)okok Error from rt-mailgate doesn't appear to be an error In-Reply-To: References: Message-ID: Sorry for the noise. Found it. One of my custom scripts was printing the response of an HTTP POST (to Slack), and apparently that finds its way into the response to postfix. -A On Mon, Jun 1, 2015 at 11:30 PM, Aaron C. de Bruyn wrote: > Tickets are coming into the system multiple times. > > When I look at the Postfix queue, I see messages queued up for retry like: > > -Queue ID- --Size-- ----Arrival Time---- -Sender/Recipient------- > 64A8227 1915 Mon Jun 1 22:48:12 aaron at heyaaron.com > (temporary failure. Command output: RT server error. The RT server > which handled your email did not behave as expected. It said: > HTTP::Response=HASH(0xb1b9b68)okok Ticket: 1118 Queue: support Owner: > Nobody Status: new Subject: test Requestor: aaron at heyaaron.com) > support at xxxx.com > > -- 2 Kbytes in 1 Request. > > The response from rt-mailgate looks like it successfully created the > ticket (and I can see ticket 1118 in RT). > > Looking through the rt-mailgate code around line 238, it checks for > the response 'ok' or 'not ok' starting at the beginning of the > response. In this case, it looks like there is > 'HTTP::Response-HASH....' at the beginning of the response. Any idea > where that's coming from? > > -A From rohit.gupta at syncoms.co.uk Tue Jun 2 12:12:02 2015 From: rohit.gupta at syncoms.co.uk (Rohit Gupta) Date: Tue, 2 Jun 2015 16:12:02 +0000 Subject: [rt-users] Configuring fetchmail to poll emails to respective queues. Message-ID: Dear All, I have configured new queue with 'IT Support' and configured want that any emails coming to ithelpdesk at syncoms.co.uk should be fetched into this new queue. The snapshot of the new queue: [cid:image001.png at 01D09D57.3BF06430] So far, everything is running fine and emails are been received in the 'general' queue. Now what do I need to do in order to configure rt such that any emails coming to ithelpdesk at syncoms.co.uk comes in IT Support queue. As per few blogs they are saying to add in /etc/aliases . can you please suggest as what do I need to do - if I have to enter into the /etc/aliases then how my configuration will look like? At the moment, /etc/aliases is: [cid:image002.png at 01D09D57.3BF06430] And /etc/fetchmailrc: [cid:image003.png at 01D09D57.3BF06430] Also, I have tried changing the -queue general to -queue 'it support' but it didn't work. Infact this time the requestor is receiving a mailer demon error message. Please suggest. Thanks Kind Regards, Rohit Gupta IT Infrastructure Manager Synchronized Communications Ltd [New-RGB-logo-invoice] Unit 5, Stonefield Way, South Ruislip Middlesex London UK- HA4 0JS DDI: +44(0)208 185 6163 Fax: +44(0)208 845 3657 Email: rohit.gupta at syncoms.co.uk Web: www.syncoms.co.uk P please don't print this e-mail unless you really need to Confidentiality Notice | Legal | Disclaimer [image005][Kite-Mark-Blue-2010] -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 21146 bytes Desc: image001.png URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image002.png Type: image/png Size: 11981 bytes Desc: image002.png URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image003.png Type: image/png Size: 49188 bytes Desc: image003.png URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image004.jpg Type: image/jpeg Size: 3043 bytes Desc: image004.jpg URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image005.jpg Type: image/jpeg Size: 1831 bytes Desc: image005.jpg URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image006.jpg Type: image/jpeg Size: 6426 bytes Desc: image006.jpg URL: From aaron at heyaaron.com Tue Jun 2 14:27:27 2015 From: aaron at heyaaron.com (Aaron C. de Bruyn) Date: Tue, 2 Jun 2015 11:27:27 -0700 Subject: [rt-users] Configuring fetchmail to poll emails to respective queues. In-Reply-To: References: Message-ID: I'm not 100% sure, but I think your 'Reply Address' and 'Comment Address' need to be different. To get mail into the "IT Support" queue, you will need to modify fetchmailrc to call rt-mailgate --queue "IT Support" and it should hopefully work. -A On Tue, Jun 2, 2015 at 9:12 AM, Rohit Gupta wrote: > Dear All, > > I have configured new queue with ?IT Support? and configured want that any > emails coming to ithelpdesk at syncoms.co.uk should be fetched into this new > queue. The snapshot of the new queue: > > > > So far, everything is running fine and emails are been received in the > ?general? queue. Now what do I need to do in order to configure rt such > that any emails coming to ithelpdesk at syncoms.co.uk comes in IT Support > queue. As per few blogs they are saying to add in /etc/aliases . can you > please suggest as what do I need to do ? if I have to enter into the > /etc/aliases then how my configuration will look like? > > At the moment, /etc/aliases is: > > And /etc/fetchmailrc: > > > > Also, I have tried changing the ?queue general to ?queue ?it support? but > it didn?t work. Infact this time the requestor is receiving a mailer demon > error message. > > Please suggest. Thanks > > > > > > Kind Regards, > > > > *Rohit Gupta* > > IT Infrastructure Manager > > Synchronized Communications Ltd > > [image: New-RGB-logo-invoice] > > > > Unit 5, Stonefield Way, > > South Ruislip Middlesex > > London UK? HA4 0JS > > > > DDI: +44(0)208 185 6163 > > Fax: +44(0)208 845 3657 > > Email: rohit.gupta at syncoms.co.uk > > Web: www.syncoms.co.uk > > *P* *please don't print this e-mail unless you really need to* > > *Confidentiality Notice | Legal > | Disclaimer > * > > > > [image: image005][image: Kite-Mark-Blue-2010] > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image003.png Type: image/png Size: 49188 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 21146 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image005.jpg Type: image/jpeg Size: 1831 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image006.jpg Type: image/jpeg Size: 6426 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image004.jpg Type: image/jpeg Size: 3043 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image002.png Type: image/png Size: 11981 bytes Desc: not available URL: From lstewart at iweb.com Tue Jun 2 15:41:43 2015 From: lstewart at iweb.com (Landon Stewart) Date: Tue, 2 Jun 2015 12:41:43 -0700 Subject: [rt-users] Configuring fetchmail to poll emails to respective queues. In-Reply-To: References: Message-ID: > On Jun 2, 2015, at 9:12 AM, Rohit Gupta wrote: > > Dear All, > I have configured new queue with ?IT Support? and configured want that any emails coming to ithelpdesk at syncoms.co.uk should be fetched into this new queue. The snapshot of the new queue: > > > So far, everything is running fine and emails are been received in the ?general? queue. Now what do I need to do in order to configure rt such that any emails coming to ithelpdesk at syncoms.co.uk comes in IT Support queue. As per few blogs they are saying to add in /etc/aliases . can you please suggest as what do I need to do ? if I have to enter into the /etc/aliases then how my configuration will look like? > At the moment, /etc/aliases is: > > And /etc/fetchmailrc: > > Also, I have tried changing the ?queue general to ?queue ?it support? but it didn?t work. Infact this time the requestor is receiving a mailer demon error message. > Please suggest. Thanks Hi Rohit, Since you are using fetchmail to get the mail and deliver it you do not need to modify your aliases. Your ?queue option is incorrect in your fetchmail configuration. Use the name of the queue here. Since it has spaces you'll have to use quotation marks. ?./rt-mailgate ?queue "IT Support" ?action correspond ?etc... Also - Set your comment address to something else like (ithelpdesk-comments at syncoms.co.uk ). Setup another POP3 mailbox for that address. Add that configuration to fetchmailrc but instead of using "correspond" for the action use "comment". If the sender gets an email back instead of the email being created in the queue make sure you find out what it's saying back to them. Also make sure you check: - the fetchmail output (try running fetchmail manually in the foreground with verbose output) - the RT log (usually /opt/rt4/var/log/rt.log) Since this is a newly created queue it could be that everyone simply doesn't have permission to create tickets in the new queue. Hard to say without more information. Landon Stewart : lstewart at iweb.com Lead Specialist, Abuse and Security Management Sp?cialiste principal, gestion des abus et s?curit? http://iweb.com : +1 (888) 909-4932 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 909 bytes Desc: Message signed with OpenPGP using GPGMail URL: From lstewart at iweb.com Tue Jun 2 16:03:33 2015 From: lstewart at iweb.com (Landon Stewart) Date: Tue, 2 Jun 2015 13:03:33 -0700 Subject: [rt-users] Configuring fetchmail to poll emails to respective queues. In-Reply-To: References: Message-ID: <15FCAB95-196C-45E9-92E5-D22171C17878@iweb.com> > Your ?queue option is incorrect in your fetchmail configuration. Use the name of the queue here. Since it has spaces you'll have to use quotation marks. Oops, I should have mentioned you'll need to use single quotes instead of double quotes for the queue name since you are enclosing the whole command in double quotes. Landon Stewart : lstewart at iweb.com Lead Specialist, Abuse and Security Management Sp?cialiste principal, gestion des abus et s?curit? http://iweb.com : +1 (888) 909-4932 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 909 bytes Desc: Message signed with OpenPGP using GPGMail URL: From bbaker at copesan.com Wed Jun 3 16:16:11 2015 From: bbaker at copesan.com (Bryon Baker) Date: Wed, 3 Jun 2015 20:16:11 +0000 Subject: [rt-users] User Rights Message-ID: I have not managed user rights in a while so maybe I went brain dead. But when I add a user shouldn't I see a menu option for "User Rights"? [cid:image001.jpg at 01D09E10.2DC73640] My current login is "Root" The only place I see users right is when modifying the group rights. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 8488 bytes Desc: image001.jpg URL: From bbaker at copesan.com Wed Jun 3 16:50:18 2015 From: bbaker at copesan.com (Bryon Baker) Date: Wed, 3 Jun 2015 20:50:18 +0000 Subject: [rt-users] User Rights In-Reply-To: References: Message-ID: Never mind I was brain dead. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bryon Baker Sent: Wednesday, June 03, 2015 3:16 PM To: 'rt-users-request at lists.bestpractical.com'; RT Users (rt-users at lists.bestpractical.com) Subject: [rt-users] User Rights I have not managed user rights in a while so maybe I went brain dead. But when I add a user shouldn't I see a menu option for "User Rights"? [cid:image001.jpg at 01D09E14.F1FA4670] My current login is "Root" The only place I see users right is when modifying the group rights. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 8488 bytes Desc: image001.jpg URL: From guadagnino.cristiano at creval.it Thu Jun 4 04:32:35 2015 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Thu, 4 Jun 2015 08:32:35 +0000 Subject: [rt-users] RT 4.2.10 crash Message-ID: <55700CF8.6030401@creval.it> Hi all, I have recently implemented approvals for one queue in our RT (v4.2.10). I am experiencing a crash, and I cannot find the reason for it. As soon as the approver approves a ticket, he gets an error message (see attached image001.png). The log is not very clear (not for me at least) on the reason for the crash. Here is an excerpt of the log just around the crash: [25336] [Wed Jun 3 15:14:27 2015] [debug]: Found 3 scrips for TransactionBatch stage with applicable type(s) Status for txn #1533997 on ticket #105388 (/opt/rt4/sbin/../lib/RT/Scrips.pm:477) [25336] [Wed Jun 3 15:14:27 2015] [debug]: Skipping Scrip #50 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337) [25336] [Wed Jun 3 15:14:27 2015] [info]: -- Scrip 6 -- ((eval 694):1) [25336] [Wed Jun 3 15:14:27 2015] [debug]: Skipping Scrip #6 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337) [25336] [Wed Jun 3 15:14:27 2015] [info]: -- Scrip 10 -- ((eval 695):1) [25336] [Wed Jun 3 15:14:27 2015] [debug]: Skipping Scrip #10 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337) [25336] [Wed Jun 3 15:14:27 2015] [debug]: Found 3 scrips for TransactionBatch stage with applicable type(s) Comment for txn #1533993 on ticket #105388 (/opt/rt4/sbin/../lib/RT/Scrips.pm:477) [25336] [Wed Jun 3 15:14:27 2015] [debug]: Skipping Scrip #50 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337) [25336] [Wed Jun 3 15:14:27 2015] [info]: -- Scrip 6 -- ((eval 696):1) [25336] [Wed Jun 3 15:14:27 2015] [debug]: Skipping Scrip #6 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337) [25336] [Wed Jun 3 15:14:27 2015] [info]: -- Scrip 10 -- ((eval 697):1) [25336] [Wed Jun 3 15:14:27 2015] [debug]: Skipping Scrip #10 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337) [25336] [Wed Jun 3 15:14:27 2015] [debug]: Found 3 scrips for TransactionBatch stage with applicable type(s) Comment for txn #1533994 on ticket #105388 (/opt/rt4/sbin/../lib/RT/Scrips.pm:477) [25336] [Wed Jun 3 15:14:27 2015] [debug]: Skipping Scrip #50 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337) [25336] [Wed Jun 3 15:14:27 2015] [info]: -- Scrip 6 -- ((eval 698):1) [25336] [Wed Jun 3 15:14:27 2015] [debug]: Skipping Scrip #6 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337) [25336] [Wed Jun 3 15:14:27 2015] [info]: -- Scrip 10 -- ((eval 699):1) [25336] [Wed Jun 3 15:14:27 2015] [debug]: Skipping Scrip #10 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337) [25336] [Wed Jun 3 15:14:27 2015] [error]: Died at /opt/rt4/sbin/../lib/RT/Rule.pm line 100. Stack: [/opt/rt4/sbin/../lib/RT/Rule.pm:100] [/opt/rt4/sbin/../lib/RT/Approval/Rule/Passed.pm:104] [/opt/rt4/sbin/../lib/RT/Ruleset.pm:73] [/opt/rt4/sbin/../lib/RT/Transaction.pm:212] [/opt/rt4/sbin/../lib/RT/Record.pm:1693] [/opt/rt4/sbin/../lib/RT/Ticket.pm:2696] [/opt/rt4/sbin/../lib/RT/Ticket.pm:2398] [/opt/rt4/sbin/../lib/RT/Ticket.pm:2348] [/opt/rt4/share/html/Approvals/index.html:86] [/opt/rt4/share/html/Approvals/autohandler:53] [/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) [25336] [Wed Jun 3 15:14:27 2015] [warning]: Rollback and commit are mixed while escaping nested transaction at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 848. (/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm:848) [25336] [Wed Jun 3 15:14:27 2015] [critical]: Transaction not committed. Usually indicates a software fault.Data loss may have occurred (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:168) I found evidence of some problems in a scrip a little earlier in the log: [25227] [Wed Jun 3 13:49:47 2015] [info]: -- Scrip 21 -- ((eval 790):1) [25227] [Wed Jun 3 13:49:47 2015] [warning]: Use of uninitialized value $principal in pattern match (m//) at /opt/rt4/sbin/../lib/RT/Group.pm line 1155. (/opt/rt4/sbin/../lib/RT/Group.pm:1153) [25227] [Wed Jun 3 13:49:47 2015] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/opt/rt4/sbin/../lib/RT/Group.pm:1158) [25227] [Wed Jun 3 13:49:47 2015] [warning]: Use of uninitialized value $principal in pattern match (m//) at /opt/rt4/sbin/../lib/RT/Group.pm line 1155. (/opt/rt4/sbin/../lib/RT/Group.pm:1153) [25227] [Wed Jun 3 13:49:47 2015] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/opt/rt4/sbin/../lib/RT/Group.pm:1158) [25227] [Wed Jun 3 13:49:47 2015] [warning]: Use of uninitialized value $principal in pattern match (m//) at /opt/rt4/sbin/../lib/RT/Group.pm line 1155. (/opt/rt4/sbin/../lib/RT/Group.pm:1153) [25227] [Wed Jun 3 13:49:47 2015] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/opt/rt4/sbin/../lib/RT/Group.pm:1158) [25227] [Wed Jun 3 13:49:47 2015] [warning]: Use of uninitialized value $addr in concatenation (.) or string at (eval 790) line 54. ((eval 790):54) [25227] [Wed Jun 3 13:49:47 2015] [warning]: Use of uninitialized value $Principal in concatenation (.) or string at (eval 790) line 54. ((eval 790):54) [25227] [Wed Jun 3 13:49:47 2015] [error]: Scrip:AddWatchersOnCorrespond: Failed to add new Cc watcher to ticket #105369: (#) - One, and only one, of PrincipalId/User/Group is required ((eval 790):54) However, this was an earlier instance of the error. After that, I tried to disable scrip 21 (AddWatchersOnCorrespond) but the approver got the error again. I am attaching the complete log related to the latest instance of the error. I would be extremely grateful if someone could shed some light on the problem, especially since I am somewhat scared that we're corrupting our data. Thank you in advance. Cris -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 13343 bytes Desc: image001.png URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: rt_debug_log.zip Type: application/x-zip-compressed Size: 5060 bytes Desc: rt_debug_log.zip URL: From rohit.gupta at syncoms.co.uk Thu Jun 4 04:45:01 2015 From: rohit.gupta at syncoms.co.uk (Rohit Gupta) Date: Thu, 4 Jun 2015 08:45:01 +0000 Subject: [rt-users] Configuring fetchmail to poll emails to respective queues. In-Reply-To: <15FCAB95-196C-45E9-92E5-D22171C17878@iweb.com> References: <15FCAB95-196C-45E9-92E5-D22171C17878@iweb.com> Message-ID: Hi Landon, Thanks for your information ?but as per my original post I have already mentioned that I tried ?option ?it support? with single quotes but it didn?t work too. Though I will check the rt logs in case I can find out something. Also, please clarify as why we require 2 separate email accounts for correspond & comment. As per my understanding the following should happen: Requestor --> sending issue email to --> ithelpdesk at domain.co.uk --> get logged into --> RT System as new ticket Now what will be the role of the second email that is being asked for the comment i.e. ithelpdesk-comment at domain.co.uk in it. Please clarify. Kind Regards, Rohit Gupta IT Infrastructure Manager Synchronized Communications Ltd [New-RGB-logo-invoice] Unit 5, Stonefield Way, South Ruislip Middlesex London UK? HA4 0JS DDI: +44(0)208 185 6163 Fax: +44(0)208 845 3657 Email: rohit.gupta at syncoms.co.uk Web: www.syncoms.co.uk P please don't print this e-mail unless you really need to Confidentiality Notice | Legal | Disclaimer [image005][Kite-Mark-Blue-2010] From: Landon Stewart [mailto:lstewart at iweb.com] Sent: 02 June 2015 21:04 To: Rohit Gupta Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Configuring fetchmail to poll emails to respective queues. Your ?queue option is incorrect in your fetchmail configuration. Use the name of the queue here. Since it has spaces you'll have to use quotation marks. Oops, I should have mentioned you'll need to use single quotes instead of double quotes for the queue name since you are enclosing the whole command in double quotes. Landon Stewart : lstewart at iweb.com Lead Specialist, Abuse and Security Management Sp?cialiste principal, gestion des abus et s?curit? http://iweb.com : +1 (888) 909-4932 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image003.jpg Type: image/jpeg Size: 6426 bytes Desc: image003.jpg URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image004.jpg Type: image/jpeg Size: 3041 bytes Desc: image004.jpg URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image005.jpg Type: image/jpeg Size: 1834 bytes Desc: image005.jpg URL: From rohit.gupta at syncoms.co.uk Thu Jun 4 06:17:08 2015 From: rohit.gupta at syncoms.co.uk (Rohit Gupta) Date: Thu, 4 Jun 2015 10:17:08 +0000 Subject: [rt-users] Configuring fetchmail to poll emails to respective queues. In-Reply-To: References: <15FCAB95-196C-45E9-92E5-D22171C17878@iweb.com> Message-ID: Dear All \ Landon, Problem solved ? the issue was I haven?t granted the new queue the everyone rights to create a ticket, hence it was sending a bounce mailer daemon to the requestor. But, I would still appreciate any one can clarify the reason to create 2 separate emails for correspond and comment. Kind Regards, Rohit Gupta -------------- next part -------------- An HTML attachment was scrubbed... URL: From ghilt at shadowprojects.org Thu Jun 4 06:23:16 2015 From: ghilt at shadowprojects.org (Guillaume Hilt) Date: Thu, 04 Jun 2015 12:23:16 +0200 Subject: [rt-users] French actions menu on RT 4.0.19 (Ubuntu 14.04 LTS) Message-ID: <55702714.9080905@shadowprojects.org> Hello, I'm using RT 4.0.19 on a server running Ubuntu 14.04 LTS. That's the last available RT release on this version. I have a small issue. Some actions menu entries aren't translated in French although the fr.po file got them : - Open It - Stall - Reject Could someone tell me which file can I edit to fix this ? Our RT is only used in French, so it won't be an issue to tweak the code a bit. Thanks, -- Guillaume Hilt From elacour at easter-eggs.com Thu Jun 4 07:33:05 2015 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 04 Jun 2015 13:33:05 +0200 Subject: [rt-users] French actions menu on RT 4.0.19 (Ubuntu 14.04 LTS) In-Reply-To: <55702714.9080905@shadowprojects.org> References: <55702714.9080905@shadowprojects.org> Message-ID: <55703771.6010004@easter-eggs.com> Le 04/06/2015 12:23, Guillaume Hilt a ?crit : > Hello, > > I'm using RT 4.0.19 on a server running Ubuntu 14.04 LTS. > That's the last available RT release on this version. > > I have a small issue. > Some actions menu entries aren't translated in French although the fr.po > file got them : > - Open It > - Stall > - Reject > on 4.0.19, they are in fr.po, but unstranslated. to fix it on your instant, create a file fr.po in local rt directory: local/po/fr.po (don't know the exact path for ubuntu) with content such as: --------------------------------------snip ------------------- msgid "" msgstr "" "MIME-Version: 1.0\n" "Content-Type: text/plain; charset=UTF-8\n" "Content-Transfer-Encoding: 8bit\n" msgid "Open It" msgstr "Ouvrir" msgid "Reject" msgstr "Rejeter" ... --------------------------------------snip ------------------- then restart your web server. you are also welcome on https://translations.launchpad.net/rt to update missing translations :) -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From rshaker at ARDENCOMPANIES.COM Thu Jun 4 08:31:57 2015 From: rshaker at ARDENCOMPANIES.COM (Bob Shaker) Date: Thu, 4 Jun 2015 12:31:57 +0000 Subject: [rt-users] Configuring fetchmail to poll emails to respective queues. In-Reply-To: References: <15FCAB95-196C-45E9-92E5-D22171C17878@iweb.com> Message-ID: You don?t need 2 separate emails for those fields. Our instance works fine with the same email in both fields. From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Rohit Gupta Sent: Thursday, June 4, 2015 6:17 AM To: Rohit Gupta; Landon Stewart Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Configuring fetchmail to poll emails to respective queues. Dear All \ Landon, Problem solved ? the issue was I haven?t granted the new queue the everyone rights to create a ticket, hence it was sending a bounce mailer daemon to the requestor. But, I would still appreciate any one can clarify the reason to create 2 separate emails for correspond and comment. Kind Regards, Rohit Gupta ________________________________ ARDEN A Global Company Celebrating over 50 years of making your life more comfortable! This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message. This OUTBOUND E-mail and Document(s) has been scanned by an Antivirus Server. -------------- next part -------------- An HTML attachment was scrubbed... URL: From lcadoret at keyyo.com Thu Jun 4 09:18:04 2015 From: lcadoret at keyyo.com (=?UTF-8?B?TG/Dr2MgQ2Fkb3JldA==?=) Date: Thu, 04 Jun 2015 15:18:04 +0200 Subject: [rt-users] Configuring fetchmail to poll emails to respective queues. In-Reply-To: References: <15FCAB95-196C-45E9-92E5-D22171C17878@iweb.com> Message-ID: <5570500C.5090008@keyyo.com> Hi, Two sperate emails are usefull two clarify the two roles (Correspond and Comment a ticket). When you select correspond, an email will be sent two the requestor and Ccs of the ticket whilst nothing will be sent to the requestor when using comments. It is usefull if you use a queue to correspond whith customers for instance and if you want to adds messages that not concerns your customer. I think that two addresses are needed if you are not using the RT WebUI but only emails. Hope it helps Loic Cadoret IT Technician Keyyo Le 04/06/2015 14:31, Bob Shaker a ?crit : > > You don?t need 2 separate emails for those fields. Our instance works > fine with the same email in both fields. > > *From:*rt-users [mailto:rt-users-bounces at lists.bestpractical.com] *On > Behalf Of *Rohit Gupta > *Sent:* Thursday, June 4, 2015 6:17 AM > *To:* Rohit Gupta; Landon Stewart > *Cc:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] Configuring fetchmail to poll emails to > respective queues. > > Dear All \ Landon, > > Problem solved ? the issue was I haven?t granted the new queue the > everyone rights to create a ticket, hence it was sending a bounce > mailer daemon to the requestor. > > But, I would still appreciate any one can clarify the reason to create > 2 separate emails for correspond and comment. > > Kind Regards, > > *Rohit Gupta* > > > ------------------------------------------------------------------------ > > ARDEN > A Global Company > Celebrating over 50 years of making your life more comfortable! > > This message may contain confidential and/or privileged information. > If you are not the addressee or authorized to receive this for the > addressee, you must not use, copy, disclose, or take any action based > on this message or any information herein. If you have received this > message in error, please advise the sender immediately by reply e-mail > and delete this message. > > This OUTBOUND E-mail and Document(s) has been scanned by an Antivirus > Server. -------------- next part -------------- An HTML attachment was scrubbed... URL: From marc.burri at acceleris.ch Thu Jun 4 09:16:28 2015 From: marc.burri at acceleris.ch (Marc Burri) Date: Thu, 04 Jun 2015 15:16:28 +0200 Subject: [rt-users] upgrade to 4.2.x and mod_rewrite Message-ID: <55704FAC.7030006@acceleris.ch> Hi, We somehow managed to upgrade from 3.8 to 4.2.11, yesterday but it seems something changed with RT so our Apache mod_rewrite rules doesn't work anymore. To beautify the URL in the mail templates we shorten it for our customers like {RT->Config->Get('WebURL')}ticket/{$Ticket->id} and created a rewrite rule accordingly RewriteRule ^/[Tt]icket/([0-9]+)$ /Ticket/Display.html?id=$1 [L] I can see in the Apache logs that the rewrite is still working but RT doesn't seem to look at it. Did I miss something during the upgrade? BR, Marc -- Acceleris AG From rohit.gupta at syncoms.co.uk Thu Jun 4 04:46:07 2015 From: rohit.gupta at syncoms.co.uk (Rohit Gupta) Date: Thu, 4 Jun 2015 08:46:07 +0000 Subject: [rt-users] Configuring fetchmail to poll emails to respective queues. In-Reply-To: References: Message-ID: Hi Aaron, Quick question ? if the email id?s need to be separate then why everything is working fine in General queue? Kind Regards, Rohit Gupta IT Infrastructure Manager Synchronized Communications Ltd [New-RGB-logo-invoice] Unit 5, Stonefield Way, South Ruislip Middlesex London UK? HA4 0JS DDI: +44(0)208 185 6163 Fax: +44(0)208 845 3657 Email: rohit.gupta at syncoms.co.uk Web: www.syncoms.co.uk P please don't print this e-mail unless you really need to Confidentiality Notice | Legal | Disclaimer [image005][Kite-Mark-Blue-2010] From: Aaron C. de Bruyn [mailto:aaron at heyaaron.com] Sent: 02 June 2015 19:27 To: Rohit Gupta Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Configuring fetchmail to poll emails to respective queues. I'm not 100% sure, but I think your 'Reply Address' and 'Comment Address' need to be different. To get mail into the "IT Support" queue, you will need to modify fetchmailrc to call rt-mailgate --queue "IT Support" and it should hopefully work. -A On Tue, Jun 2, 2015 at 9:12 AM, Rohit Gupta > wrote: Dear All, I have configured new queue with ?IT Support? and configured want that any emails coming to ithelpdesk at syncoms.co.uk should be fetched into this new queue. The snapshot of the new queue: [cid:image010.png at 01D09EAB.45B60F60] So far, everything is running fine and emails are been received in the ?general? queue. Now what do I need to do in order to configure rt such that any emails coming to ithelpdesk at syncoms.co.uk comes in IT Support queue. As per few blogs they are saying to add in /etc/aliases . can you please suggest as what do I need to do ? if I have to enter into the /etc/aliases then how my configuration will look like? At the moment, /etc/aliases is: [cid:image011.png at 01D09EAB.45B60F60] And /etc/fetchmailrc: [cid:image012.png at 01D09EAB.45B60F60] Also, I have tried changing the ?queue general to ?queue ?it support? but it didn?t work. Infact this time the requestor is receiving a mailer demon error message. Please suggest. Thanks Kind Regards, Rohit Gupta IT Infrastructure Manager Synchronized Communications Ltd [New-RGB-logo-invoice] Unit 5, Stonefield Way, South Ruislip Middlesex London UK? HA4 0JS DDI: +44(0)208 185 6163 Fax: +44(0)208 845 3657 Email: rohit.gupta at syncoms.co.uk Web: www.syncoms.co.uk P please don't print this e-mail unless you really need to Confidentiality Notice | Legal | Disclaimer [image005][Kite-Mark-Blue-2010] -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image009.jpg Type: image/jpeg Size: 6426 bytes Desc: image009.jpg URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image010.png Type: image/png Size: 21146 bytes Desc: image010.png URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image011.png Type: image/png Size: 11981 bytes Desc: image011.png URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image012.png Type: image/png Size: 49188 bytes Desc: image012.png URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image013.jpg Type: image/jpeg Size: 3043 bytes Desc: image013.jpg URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image014.jpg Type: image/jpeg Size: 1831 bytes Desc: image014.jpg URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 3041 bytes Desc: image001.jpg URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image002.jpg Type: image/jpeg Size: 1834 bytes Desc: image002.jpg URL: From rohit.gupta at syncoms.co.uk Thu Jun 4 11:32:54 2015 From: rohit.gupta at syncoms.co.uk (Rohit Gupta) Date: Thu, 4 Jun 2015 15:32:54 +0000 Subject: [rt-users] Configuring fetchmail to poll emails to respective queues. In-Reply-To: References: Message-ID: Please ignore the last email as I have posted it a long time back . now everything has been sorted. ? Kind Regards, Rohit Gupta From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Rohit Gupta Sent: 04 June 2015 09:46 To: Aaron C. de Bruyn Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Configuring fetchmail to poll emails to respective queues. Hi Aaron, Quick question ? if the email id?s need to be separate then why everything is working fine in General queue? Kind Regards, From: Aaron C. de Bruyn [mailto:aaron at heyaaron.com] Sent: 02 June 2015 19:27 To: Rohit Gupta Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Configuring fetchmail to poll emails to respective queues. I'm not 100% sure, but I think your 'Reply Address' and 'Comment Address' need to be different. To get mail into the "IT Support" queue, you will need to modify fetchmailrc to call rt-mailgate --queue "IT Support" and it should hopefully work. -A On Tue, Jun 2, 2015 at 9:12 AM, Rohit Gupta > wrote: Dear All, I have configured new queue with ?IT Support? and configured want that any emails coming to ithelpdesk at syncoms.co.uk should be fetched into this new queue. The snapshot of the new queue: [cid:image003.png at 01D09EE4.1AA41F40] So far, everything is running fine and emails are been received in the ?general? queue. Now what do I need to do in order to configure rt such that any emails coming to ithelpdesk at syncoms.co.uk comes in IT Support queue. As per few blogs they are saying to add in /etc/aliases . can you please suggest as what do I need to do ? if I have to enter into the /etc/aliases then how my configuration will look like? At the moment, /etc/aliases is: [cid:image004.png at 01D09EE4.1AA41F40] And /etc/fetchmailrc: [cid:image005.png at 01D09EE4.1AA41F40] Also, I have tried changing the ?queue general to ?queue ?it support? but it didn?t work. Infact this time the requestor is receiving a mailer demon error message. Please suggest. Thanks Kind Regards, Rohit Gupta IT Infrastructure Manager Synchronized Communications Ltd [New-RGB-logo-invoice] Unit 5, Stonefield Way, South Ruislip Middlesex London UK? HA4 0JS DDI: +44(0)208 185 6163 Fax: +44(0)208 845 3657 Email: rohit.gupta at syncoms.co.uk Web: www.syncoms.co.uk P please don't print this e-mail unless you really need to Confidentiality Notice | Legal | Disclaimer [image005][Kite-Mark-Blue-2010] -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... 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Name: image008.jpg Type: image/jpeg Size: 6426 bytes Desc: image008.jpg URL: From jblaine at kickflop.net Thu Jun 4 15:20:09 2015 From: jblaine at kickflop.net (Jeff Blaine) Date: Thu, 04 Jun 2015 15:20:09 -0400 Subject: [rt-users] Autocomplete vs. Drop-down for 'Owner' Message-ID: <5570A4E9.6020206@kickflop.net> RT 4.2.11 I'm failing to find where in the code this "50 privileged users = use autocompleter" logic is. Where can I override this so that the drop-down remains in place? I don't see that "50" token anywhere with a conditional around it. Our value for $AutocompleteOwners is the default, 0, meaning "use the drop down until 50 exist" We want our 51-60 users to have the drop down always. Someone point me in the right direction in the code, please? From alex at chmrr.net Thu Jun 4 15:36:02 2015 From: alex at chmrr.net (Alex Vandiver) Date: Thu, 4 Jun 2015 15:36:02 -0400 Subject: [rt-users] Autocomplete vs. Drop-down for 'Owner' In-Reply-To: <5570A4E9.6020206@kickflop.net> References: <5570A4E9.6020206@kickflop.net> Message-ID: <20150604153602.55ad6135@umgah.localdomain> On Thu, 04 Jun 2015 15:20:09 -0400 Jeff Blaine wrote: > RT 4.2.11 > > I'm failing to find where in the code this "50 privileged users = use > autocompleter" logic is. You can adjust the limit via the ModifyDropdownLimit callback in share/html/Elements/SelectOwnerDropdown - Alex From javoskamp at uwaterloo.ca Thu Jun 4 15:35:44 2015 From: javoskamp at uwaterloo.ca (Jeff Voskamp) Date: Thu, 4 Jun 2015 15:35:44 -0400 Subject: [rt-users] Autocomplete vs. Drop-down for 'Owner' In-Reply-To: <5570A4E9.6020206@kickflop.net> References: <5570A4E9.6020206@kickflop.net> Message-ID: <5570A890.5080106@uwaterloo.ca> On 04/06/15 03:20 PM, Jeff Blaine wrote: > RT 4.2.11 > > I'm failing to find where in the code this "50 privileged users = use > autocompleter" logic is. > > Where can I override this so that the drop-down remains in place? I > don't see that "50" token anywhere with a conditional around it. > > Our value for $AutocompleteOwners is the default, 0, meaning "use the > drop down until 50 exist" > > We want our 51-60 users to have the drop down always. > > Someone point me in the right direction in the code, please? > Elements/SelectOwnerDropdown around line 82. From alex at chmrr.net Thu Jun 4 15:38:26 2015 From: alex at chmrr.net (Alex Vandiver) Date: Thu, 4 Jun 2015 15:38:26 -0400 Subject: [rt-users] Configuring fetchmail to poll emails to respective queues. In-Reply-To: References: <15FCAB95-196C-45E9-92E5-D22171C17878@iweb.com> Message-ID: <20150604153826.04accf04@umgah.localdomain> On Thu, 4 Jun 2015 12:31:57 +0000 Bob Shaker wrote: > You don?t need 2 separate emails for those fields. Our instance works > fine with the same email in both fields. This isn't a good idea, though it does _work_. The problem is when someone records a comment, and it gets sent out just to your company -- but "From" the one address you have set. When some well-meaning person replies to that mail, it will come into the address RT uses for correspondence -- and then the end-user will get the information that you intended to be a comment. This is at best confusing, and at worst horribly embarrassing. - Alex From pthirose at ucdavis.edu Fri Jun 5 15:56:29 2015 From: pthirose at ucdavis.edu (Paul Hirose) Date: Fri, 5 Jun 2015 19:56:29 +0000 Subject: [rt-users] Plack::Handler::Starlet wont install because of change in Plack baybridge.jpg Message-ID: This isn't really a Request Tracker bug, and already sent email to bug-starlet at rt.cpan.org. In short, Plack::Handler::Starlet-0.24 (22-Apr-2014) won't install correctly because it won't pass test #8 (t/08chunked_req.t) because the test is hard-coded to use the file baybridge.jpg provided by its parent Plack package. The file baybridge.jpg was changed between Plack-1.0034 (02-Feb-2015, 79838b) and Plack-1.0036 (03-Jun-2015, 14750b) , so obviously the hard-coded test in Plack::Handler::Starlet also fails. You can just --force the install of Plack::Handler::Starlet anyway (assuming all other tests are valid), or back down to Plack-1.0034, or you can temporarily change out the baybridge.jpg file in Plack-1.0036 with the one provided in Plack-1.0034. At least these options worked for me, there may be a better/more official way to handle this. Thank you, PH == Paul Hirose From aaron at heyaaron.com Sat Jun 6 23:10:56 2015 From: aaron at heyaaron.com (Aaron C. de Bruyn) Date: Sat, 6 Jun 2015 20:10:56 -0700 Subject: [rt-users] Constantly logging "Using w3m for HTML -> text conversion" Message-ID: I see this constantly in my logs: [3624] [Thu Jun 4 22:10:03 2015] [info]: Using w3m for HTML -> text conversion (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1855) Every time I run a cron job, I get an e-mail back with this message as well. It's getting a bit annoying as some cron jobs run every few minutes. Any ideas how I get rid of it? I'm not a fan of redirecting my cron jobs to /dev/null because sometimes there are legitimate error message... ;) -A From jesse at bestpractical.com Sun Jun 7 01:18:22 2015 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 7 Jun 2015 01:18:22 -0400 Subject: [rt-users] Constantly logging "Using w3m for HTML -> text conversion" In-Reply-To: References: Message-ID: <20150607051821.GS3195@bestpractical.com> On Sat, Jun 06, 2015 at 08:10:56PM -0700, Aaron C. de Bruyn wrote: > I see this constantly in my logs: > > [3624] [Thu Jun 4 22:10:03 2015] [info]: Using w3m for HTML -> text > conversion (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1855) > > Every time I run a cron job, I get an e-mail back with this message as > well. It's getting a bit annoying as some cron jobs run every few > minutes. > > Any ideas how I get rid of it? I'm not a fan of redirecting my cron > jobs to /dev/null because sometimes there are legitimate error > message... ;) Come up to 4.2.11 from 4.2.10 (or turn down the logging verbosity of RT below info) From guadagnino.cristiano at creval.it Mon Jun 8 04:19:36 2015 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Mon, 8 Jun 2015 08:19:36 +0000 Subject: [rt-users] RT 4.2.10 crash In-Reply-To: <55700CF8.6030401@creval.it> References: <55700CF8.6030401@creval.it> Message-ID: <5575500A.9020805@creval.it> I see that nobody has any idea regarding my problem. After more investigation, I can say that part of the problem is that, upon approving a ticket, there is a correspond transaction on the original ticket, so all the scrips that act on correspond are fired. *BUT* I cannot actually see any correspond transaction on the original ticket! Also, by adding a lot of debugging in the scrips, I see other strange ticket metadata. As an example, I see the ticket status is "open", but when I look at the ticket in RT it is still "new" (as it should be). This is the reason (or at least one of the reasons) why RT is misbehaving... or, better, some of my scrips are misbehaving. Could someone please shed some light on the way approvals are working internally? Especially the reason of this ghost correspond transaction, and how can I tell it apart from the "normal" correspond transactions. T.I.A. Cris On 04/06/2015 10:32, Guadagnino Cristiano wrote: Hi all, I have recently implemented approvals for one queue in our RT (v4.2.10). I am experiencing a crash, and I cannot find the reason for it. As soon as the approver approves a ticket, he gets an error message (see attached image001.png). The log is not very clear (not for me at least) on the reason for the crash. Here is an excerpt of the log just around the crash: [25336] [Wed Jun 3 15:14:27 2015] [debug]: Found 3 scrips for TransactionBatch stage with applicable type(s) Status for txn #1533997 on ticket #105388 (/opt/rt4/sbin/../lib/RT/Scrips.pm:477) [25336] [Wed Jun 3 15:14:27 2015] [debug]: Skipping Scrip #50 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337) [25336] [Wed Jun 3 15:14:27 2015] [info]: -- Scrip 6 -- ((eval 694):1) [25336] [Wed Jun 3 15:14:27 2015] [debug]: Skipping Scrip #6 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337) [25336] [Wed Jun 3 15:14:27 2015] [info]: -- Scrip 10 -- ((eval 695):1) [25336] [Wed Jun 3 15:14:27 2015] [debug]: Skipping Scrip #10 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337) [25336] [Wed Jun 3 15:14:27 2015] [debug]: Found 3 scrips for TransactionBatch stage with applicable type(s) Comment for txn #1533993 on ticket #105388 (/opt/rt4/sbin/../lib/RT/Scrips.pm:477) [25336] [Wed Jun 3 15:14:27 2015] [debug]: Skipping Scrip #50 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337) [25336] [Wed Jun 3 15:14:27 2015] [info]: -- Scrip 6 -- ((eval 696):1) [25336] [Wed Jun 3 15:14:27 2015] [debug]: Skipping Scrip #6 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337) [25336] [Wed Jun 3 15:14:27 2015] [info]: -- Scrip 10 -- ((eval 697):1) [25336] [Wed Jun 3 15:14:27 2015] [debug]: Skipping Scrip #10 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337) [25336] [Wed Jun 3 15:14:27 2015] [debug]: Found 3 scrips for TransactionBatch stage with applicable type(s) Comment for txn #1533994 on ticket #105388 (/opt/rt4/sbin/../lib/RT/Scrips.pm:477) [25336] [Wed Jun 3 15:14:27 2015] [debug]: Skipping Scrip #50 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337) [25336] [Wed Jun 3 15:14:27 2015] [info]: -- Scrip 6 -- ((eval 698):1) [25336] [Wed Jun 3 15:14:27 2015] [debug]: Skipping Scrip #6 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337) [25336] [Wed Jun 3 15:14:27 2015] [info]: -- Scrip 10 -- ((eval 699):1) [25336] [Wed Jun 3 15:14:27 2015] [debug]: Skipping Scrip #10 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:337) [25336] [Wed Jun 3 15:14:27 2015] [error]: Died at /opt/rt4/sbin/../lib/RT/Rule.pm line 100. Stack: [/opt/rt4/sbin/../lib/RT/Rule.pm:100] [/opt/rt4/sbin/../lib/RT/Approval/Rule/Passed.pm:104] [/opt/rt4/sbin/../lib/RT/Ruleset.pm:73] [/opt/rt4/sbin/../lib/RT/Transaction.pm:212] [/opt/rt4/sbin/../lib/RT/Record.pm:1693] [/opt/rt4/sbin/../lib/RT/Ticket.pm:2696] [/opt/rt4/sbin/../lib/RT/Ticket.pm:2398] [/opt/rt4/sbin/../lib/RT/Ticket.pm:2348] [/opt/rt4/share/html/Approvals/index.html:86] [/opt/rt4/share/html/Approvals/autohandler:53] [/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) [25336] [Wed Jun 3 15:14:27 2015] [warning]: Rollback and commit are mixed while escaping nested transaction at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 848. (/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm:848) [25336] [Wed Jun 3 15:14:27 2015] [critical]: Transaction not committed. Usually indicates a software fault.Data loss may have occurred (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:168) I found evidence of some problems in a scrip a little earlier in the log: [25227] [Wed Jun 3 13:49:47 2015] [info]: -- Scrip 21 -- ((eval 790):1) [25227] [Wed Jun 3 13:49:47 2015] [warning]: Use of uninitialized value $principal in pattern match (m//) at /opt/rt4/sbin/../lib/RT/Group.pm line 1155. (/opt/rt4/sbin/../lib/RT/Group.pm:1153) [25227] [Wed Jun 3 13:49:47 2015] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/opt/rt4/sbin/../lib/RT/Group.pm:1158) [25227] [Wed Jun 3 13:49:47 2015] [warning]: Use of uninitialized value $principal in pattern match (m//) at /opt/rt4/sbin/../lib/RT/Group.pm line 1155. (/opt/rt4/sbin/../lib/RT/Group.pm:1153) [25227] [Wed Jun 3 13:49:47 2015] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/opt/rt4/sbin/../lib/RT/Group.pm:1158) [25227] [Wed Jun 3 13:49:47 2015] [warning]: Use of uninitialized value $principal in pattern match (m//) at /opt/rt4/sbin/../lib/RT/Group.pm line 1155. (/opt/rt4/sbin/../lib/RT/Group.pm:1153) [25227] [Wed Jun 3 13:49:47 2015] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/opt/rt4/sbin/../lib/RT/Group.pm:1158) [25227] [Wed Jun 3 13:49:47 2015] [warning]: Use of uninitialized value $addr in concatenation (.) or string at (eval 790) line 54. ((eval 790):54) [25227] [Wed Jun 3 13:49:47 2015] [warning]: Use of uninitialized value $Principal in concatenation (.) or string at (eval 790) line 54. ((eval 790):54) [25227] [Wed Jun 3 13:49:47 2015] [error]: Scrip:AddWatchersOnCorrespond: Failed to add new Cc watcher to ticket #105369: (#) - One, and only one, of PrincipalId/User/Group is required ((eval 790):54) However, this was an earlier instance of the error. After that, I tried to disable scrip 21 (AddWatchersOnCorrespond) but the approver got the error again. I am attaching the complete log related to the latest instance of the error. I would be extremely grateful if someone could shed some light on the problem, especially since I am somewhat scared that we're corrupting our data. Thank you in advance. Cris -- Cristiano Guadagnino Servizio Sistemi Dipartimentali, Periferici e DB _______________________________ Bankadati Servizi Informatici Soc.Cons.P.A. Gruppo bancario Credito Valtellinese VIA TRENTO, 22 - 23100 SONDRIO tel +39 0342522172 - fax +39 0342522997 guadagnino.cristiano at creval.it www.creval.it Il presente messaggio non ? di natura personale ma inviato per esigenze lavorative; l?eventuale messaggio di risposta potr? essere conosciuto anche da altri soggetti diversi dall?originatore di questo messaggio per dette esigenze o per controllo aziendale. Questo messaggio, corredato dei relativi allegati, contiene informazioni da considerarsi strettamente riservate, ed ? destinato esclusivamente al destinatario sopra indicato, il quale ? l'unico autorizzato ad usarlo, copiarlo e, sotto la propria responsabilit?, diffonderlo. Chiunque ricevesse questo messaggio per errore o comunque lo leggesse senza esserne legittimato ? avvertito che trattenerlo, copiarlo, divulgarlo, distribuirlo a persone diverse dal destinatario ? severamente proibito, ed ? pregato di rinviarlo immediatamente al mittente distruggendone l'originale. -------------- next part -------------- An HTML attachment was scrubbed... URL: From robert.grasso at cedrat.com Mon Jun 8 04:28:19 2015 From: robert.grasso at cedrat.com (Robert Grasso) Date: Mon, 8 Jun 2015 08:28:19 +0000 Subject: [rt-users] GPG encryption using an alternate key Message-ID: Hello, We are still using RT 3.8.7 on CentOS. I made some tests with GPG which went just fine. Now, I have some recipient which want to send me not HIS public key, but his COMPANY'S public key in order to encrypt the emails we will send to HIM : according to RT's Gnupg documentation, I don't believe RT (3.8.7) allows it (using, for encryption, a key which does not contain the recipient's email address): can anybody confirm ? Is there any way I can implement that with RT ? Best regards --- Robert GRASSO - System engineer CEDRAT S.A. 15 Chemin de Malacher - Inovall?e - 38246 MEYLAN cedex - FRANCE Phone: +33 (0)4 76 90 50 45 - Fax: +33 (0)4 56 38 08 30 mailto:robert.grasso at cedrat.com - http://www.cedrat.com From sally.ainsley at lifecycle-software.com Mon Jun 8 06:18:37 2015 From: sally.ainsley at lifecycle-software.com (Sally Ainsley) Date: Mon, 8 Jun 2015 11:18:37 +0100 Subject: [rt-users] Stop the Clock with SLAs Message-ID: <00e601d0a1d4$7c773430$75659c90$@lifecycle-software.com> Hi All Has anyone been able to get STOP the CLOCK functionality working with SLAs? I need to be able to stop the clock and reset the DUE DATE (recalculated with a new date/time based on amount of time it was stopped) as a ticket moves between statuses. We are currently manually re-setting DUE DATE but each time the status changes the tickets go back to the very original DUE DATE so the whole thing is a real headache. Thanks Sally Sally Ainsley | Operations Director | Lifecycle Software T: 01635 553427 | M: 07848 444500 NOTICE This e-mail (including any attachments) is confidential and is intended for the above-named person(s). If you are not the intended recipient, please notify the sender immediately and delete this email from your system and do not disclose or use for any purpose. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image003.png Type: image/png Size: 5773 bytes Desc: not available URL: From docana at ebi.ac.uk Mon Jun 8 07:13:00 2015 From: docana at ebi.ac.uk (David Ocana) Date: Mon, 08 Jun 2015 12:13:00 +0100 Subject: [rt-users] Time until first take Message-ID: <557578BC.4060907@ebi.ac.uk> Hi, I'm trying to get a report of the average time for the first owner change transaction in a ticket. Is there a way of achieving this using TicketSQL or would I have to use something external to RT to make a query to the database directly? My idea is to grab all the 'owner change' type of transactions for a ticket keeping just the first one, and calculate the difference between this event and the 'created' time for the ticket. Does this make any sense? Thanks, David From pthirose at ucdavis.edu Wed Jun 10 15:47:27 2015 From: pthirose at ucdavis.edu (Paul Hirose) Date: Wed, 10 Jun 2015 19:47:27 +0000 Subject: [rt-users] Full-Text Search: RT-4.2.11 MySQL 5.6.25 vs MariaDB 10.0.19+Sphinx Message-ID: In short, trying to find the best mechanism for FTS, whether I can use MySQL 5.6.25 InnoDB, or MariaDB 10.0.19 + Sphinx on RHEL 7. I'd prefer to use MySQL, since that seems to support FTS by itself. Otherwise, I opt for MariaDB, simply because that has the Sphinx engine built-in to the RPM I can get (saving me the hassle of build-from-source) although I'd still have to separately maintain the actual Sphinx/searchd daemon package. Also, when running rt-fulltext-indexer for MySQL the notes say it does 200 tickets at a time. I take it the script remembers the last ticket it did, and continues where it left off? Does running this place any locks on any tables/rows, or can it be run at any time? And to be clear, for Sphinx, the rt-setup-fulltext-indexer & indexer rt is a one-time thing, and subsequent is simply indexer rt --rotate? And similarly, running indexer rt --rotate can be done at any time even while RT is being used? Oh, I do intend to "DontSearchFileATtachments = true", although we might try it undef for a while, and see. Thank you, PH == Paul Hirose From alex at chmrr.net Wed Jun 10 16:06:40 2015 From: alex at chmrr.net (Alex Vandiver) Date: Wed, 10 Jun 2015 16:06:40 -0400 Subject: [rt-users] Full-Text Search: RT-4.2.11 MySQL 5.6.25 vs MariaDB 10.0.19+Sphinx In-Reply-To: References: Message-ID: <20150610160640.06e8dc98@umgah.localdomain> On Wed, 10 Jun 2015 19:47:27 +0000 Paul Hirose wrote: > In short, trying to find the best mechanism for FTS, whether I can > use MySQL 5.6.25 InnoDB, or MariaDB 10.0.19 + Sphinx on RHEL 7. My answers below assume RT 4.2.11 -- there were some order-of-magnitude speed improvements to the indexer since 4.2.10. I'd recommend pure MySQL FTS (either InnoDB or MyISAM), and not Sphinx, as there are a large number of caveats with the Sphinx search (no-result responses and false negatives, primarily). Interestingly the performance of InnoDB FTS is slower than MyISAM's: https://chmrr.net/fts-charts/query.html > I'd prefer to use MySQL, since that seems to support FTS by itself. > Otherwise, I opt for MariaDB, simply because that has the Sphinx > engine built-in to the RPM I can get (saving me the hassle of > build-from-source) although I'd still have to separately maintain the > actual Sphinx/searchd daemon package. > > Also, when running rt-fulltext-indexer for MySQL the notes say it > does 200 tickets at a time. I take it the script remembers the last > ticket it did, and continues where it left off? Does running this > place any locks on any tables/rows, or can it be run at any time? It indexes in batches, based on the high-water-mark of the last successfully index attachment. It does not use database-level locking, instead using taking a lock on the indexer script itself; there is no impact on availability of RT for other operations. It can be canceled and resumed at will. > And to be clear, for Sphinx, the rt-setup-fulltext-indexer & indexer > rt is a one-time thing, and subsequent is simply indexer rt > --rotate? And similarly, running indexer rt --rotate can be done at > any time even while RT is being used? Yes -- however, `indexer rt` re-indexes _all_ attachments, since Sphinx does not support incremental indexes. As such, having close-to-live FTS indexes with Sphinx requires either a small database, or a main + delta technique -- see http://www.sphinxconsultant.com/sphinx-search-delta-indexing/#delta-2 for an example of such. > Oh, I do intend to "DontSearchFileATtachments = true", although we > might try it undef for a while, and see. As a note, DontSearchFileAttachments is respected on search, not on index, so it won't impact indexing time. - Alex From todd at bestpractical.com Wed Jun 10 21:18:12 2015 From: todd at bestpractical.com (Todd Wade) Date: Wed, 10 Jun 2015 21:18:12 -0400 Subject: [rt-users] RT 4.2.10 crash In-Reply-To: <55700CF8.6030401@creval.it> References: <55700CF8.6030401@creval.it> Message-ID: <5578E1D4.7010202@bestpractical.com> On 6/4/15 4:32 AM, Guadagnino Cristiano wrote: > I have recently implemented approvals for one queue in our RT (v4.2.10). > > I am experiencing a crash, and I cannot find the reason for it. > As soon as the approver approves a ticket, he gets an error message (see > attached image001.png). > > The log is not very clear (not for me at least) on the reason for the crash. > >> [25336] [Wed Jun 3 15:14:27 2015] [error]: Died at >> /opt/rt4/sbin/../lib/RT/Rule.pm line 100. Looking at the code, that error is because a RT template didn't load. ->Load probably returns an error message that should be logged, but its pretty bad that your RT is crashing there. Is this a clean install of 4.2.10? Or did you upgrade from a previous version? If so, what version? In general approvals are known to be working correctly, so its likely something specific to the contents of your database, its somehow got in to a bad state. You might want to check your database with sbin/rt-validator: https://bestpractical.com/docs/rt/latest/rt-validator.html From guadagnino.cristiano at creval.it Thu Jun 11 05:31:03 2015 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Thu, 11 Jun 2015 09:31:03 +0000 Subject: [rt-users] RT 4.2.10 crash In-Reply-To: <5578E1D4.7010202@bestpractical.com> References: <55700CF8.6030401@creval.it> <5578E1D4.7010202@bestpractical.com> Message-ID: <5579553B.9020600@creval.it> Todd, thank you very much for your reply. This is an upgrade from 4.2.9, but we have a long story with RT (since 2008) and we have always been upgrading without ever doing a clean install. I think some minor corruption may have been adding up through the years. Anyway, I just finished creating a couple of VMs, cloning the production server. I have been running rt-validator --check --verbose --resolve on the copy and now I am testing to verify that RT is still working as expected. rt-validator reported a lor of errors, but mainly due to missing principals (principals that existed at the time but have been delete since). In the next days, as my time permits, I'll be testing the approvals workflow on the copies and see if the problem is solved or at least if I can get a clearer debug log. Cris On 11/06/2015 03:18, Todd Wade wrote: > Looking at the code, that error is because a RT template didn't load. > ->Load probably returns an error message that should be logged, but > its pretty bad that your RT is crashing there. > > Is this a clean install of 4.2.10? Or did you upgrade from a previous > version? If so, what version? > > In general approvals are known to be working correctly, so its likely > something specific to the contents of your database, its somehow got > in to a bad state. You might want to check your database with > sbin/rt-validator: > > https://bestpractical.com/docs/rt/latest/rt-validator.html > From konstantin at linuxfoundation.org Fri Jun 12 08:18:39 2015 From: konstantin at linuxfoundation.org (Konstantin Ryabitsev) Date: Fri, 12 Jun 2015 08:18:39 -0400 Subject: [rt-users] Slack integration? In-Reply-To: <20150611121027.GB4023@carrick-users.bishnet.net> References: <20150611121027.GB4023@carrick-users.bishnet.net> Message-ID: <557ACE1F.40908@linuxfoundation.org> On 11/06/15 08:10 AM, Tim Bishop wrote: > Hi Josh, Konstantin, > > Just wondering if either of you pursued this, or possibly created your > own solution? Nope, sorry, didn't have enough cycles on the team to get this done. -K From tim at bishnet.net Fri Jun 12 08:42:38 2015 From: tim at bishnet.net (Tim Bishop) Date: Fri, 12 Jun 2015 13:42:38 +0100 Subject: [rt-users] Slack integration? In-Reply-To: <557ACE1F.40908@linuxfoundation.org> References: <20150611121027.GB4023@carrick-users.bishnet.net> <557ACE1F.40908@linuxfoundation.org> Message-ID: <20150612124238.GC4023@carrick-users.bishnet.net> On Fri, Jun 12, 2015 at 08:18:39AM -0400, Konstantin Ryabitsev wrote: > On 11/06/15 08:10 AM, Tim Bishop wrote: > > Hi Josh, Konstantin, > > > > Just wondering if either of you pursued this, or possibly created your > > own solution? > > Nope, sorry, didn't have enough cycles on the team to get this done. I got something very basic working as a proof of concept, but I don't think I've got the interest to take it further. But for the benefit of the list archives here it is. I put this in the cleanup code section of a Scrip. Tim. use HTTP::Request::Common qw(POST); use LWP::UserAgent; use JSON; my $ticket = $self->TicketObj->id; $ticket = ""; my $subject = $self->TicketObj->Subject; my $description = $self->TransactionObj->Description; my $data = { 'text' => "Ticket updated: $ticket - $subject\n$description." }; my $ua = LWP::UserAgent->new; $ua->timeout(15); my $req = POST("https://hooks.slack.com/services/...", ['payload' => encode_json($data)]); my $resp = $ua->request($req)->as_string; -- Tim Bishop http://www.bishnet.net/tim/ PGP Key: 0x6C226B37FDF38D55 From reg.bestpractical at posterus.com Fri Jun 12 13:44:29 2015 From: reg.bestpractical at posterus.com (Maciej Dobrzanski) Date: Fri, 12 Jun 2015 17:44:29 +0000 Subject: [rt-users] Slack integration? In-Reply-To: <20150612124238.GC4023@carrick-users.bishnet.net> Message-ID: I wrote a module for this a while back. You just need to save it as local/lib/RT/Extension/Slack.pm and in RT_SiteConfig.pm you need to define SlackIncomingWebhookURL and SlackIncomingWebhookToken. Then you can simply call RT::Extension::Slack::Notify(%paramhash) wherever you need. For example: RT::Extension::Slack::Notify(username => 'Mr. RT', icon_emoji => ':heavy_exclamation_mark:', text => $text); --- Slack.pm --- package RT::Extension::Slack; use HTTP::Request::Common qw(POST); use LWP::UserAgent; use JSON; sub Notify { my %args = @_; my $payload = { username => 'Mr. RT', icon_emoji => ':ghost:', text => 'I have forgotten to say something', }; my $service_endpoint; my $service_token; foreach (keys %args) { $payload->{$_} = $args{$_}; } if (!$payload->{text}) { return; } my $payload_json = encode_json($payload); $service_endpoint = RT->Config->Get('SlackIncomingWebhookURL'); $service_token = RT->Config->Get('SlackIncomingWebhookToken'); if (!$service_endpoint || !$service_token) { return; } my $ua = LWP::UserAgent->new; $ua->timeout(10); $RT::Logger->info('Pushing notification to Slack: '. $payload_json); my $r = POST($service_endpoint .'?token='. $service_token, [ 'payload' => $payload_json ]); my $response = $ua->request($r); if ($response->is_success) { $RT::Logger->info('Successfully pushed notification to Slack'); } else { $RT::Logger->error('Failed to push notification to Slack ('. $response->code .': '. $response->message .')'); } } 1; --- Slack.pm --- This is an example action module that uses the Slack extension: --- NotifySlackOnCreate.pm --- use strict; use warnings; use base qw(RT::Action); =head2 Prepare =cut sub Prepare { my $self = shift; return 1; } =head2 Commit =cut sub Commit { my $self = shift; my $text; my $requestor; my $ticket = $self->TicketObj; my $queue = $ticket->QueueObj; my $url = join '', RT->Config->Get('WebPort') == 443 ? 'https' : 'http', '://', RT->Config->Get('WebDomain'), RT->Config->Get('WebPath'), '/Ticket/Display.html?id=', $ticket->Id; $requestor = $ticket->RequestorAddresses || 'unknown'; $text = sprintf('Ticket #%d by %s has been created in %s | '. '<%s|click to open>', $ticket->Id, $requestor, $queue->Name, $url); RT::Extension::Slack::Notify(icon_emoji => ':heavy_exclamation_mark:', text => $text); return 1; } 1; --- NotifySlackOnCreate.pm --- Of course you can just turn the action module into a Scrip easily and use it for any event. Maciek From aaron at heyaaron.com Fri Jun 12 14:54:26 2015 From: aaron at heyaaron.com (Aaron C. de Bruyn) Date: Fri, 12 Jun 2015 11:54:26 -0700 Subject: [rt-users] Slack integration? In-Reply-To: <557ACE1F.40908@linuxfoundation.org> References: <20150611121027.GB4023@carrick-users.bishnet.net> <557ACE1F.40908@linuxfoundation.org> Message-ID: I made this one a few weeks ago that does some linkification and displays our own custom emoji. https://gist.github.com/darkpixel/1effa7175d3850c5e8b5 -A On Fri, Jun 12, 2015 at 5:18 AM, Konstantin Ryabitsev wrote: > On 11/06/15 08:10 AM, Tim Bishop wrote: >> Hi Josh, Konstantin, >> >> Just wondering if either of you pursued this, or possibly created your >> own solution? > > Nope, sorry, didn't have enough cycles on the team to get this done. > > -K From piotr.manturzyk at nooxtech.pl Mon Jun 15 05:45:20 2015 From: piotr.manturzyk at nooxtech.pl (=?iso-8859-2?Q?Piotr_Ma=F1turzyk_=28NooxTechnologies=29?=) Date: Mon, 15 Jun 2015 11:45:20 +0200 Subject: [rt-users] Reply to CommentAddress on forwarded tickets Message-ID: <002301d0a750$0f4d97b0$2de8c710$@nooxtech.pl> Hello! I have a newly installed RT v4.2.10 and there is a business requirement to treat forward as internal mailing (as comments). Requestors should not be notified on comments and forwards. Thus Forward action should use CommentAddress rather than CorrespondAddress. Please advice, how to approach the issue, edit the share/html/Ticket/Forward.html did not help (I merely managed to display the desired address on the GUI, but finally the ticket has been forwarded as usually with the From and ReplyTo the CorrespondAddress). Thank you very much for any advice. Best regards, PM -------------- next part -------------- An HTML attachment was scrubbed... URL: From fleon at seguroscatatumbo.com Mon Jun 15 15:08:06 2015 From: fleon at seguroscatatumbo.com (fleon) Date: Mon, 15 Jun 2015 12:08:06 -0700 (MST) Subject: [rt-users] rt-email-dashboards when query returns blank Message-ID: <1434395286038-60171.post@n7.nabble.com> Hello, i am using rt-email-dashboards on a cron job to send email to tech support agents about opened tickets. It works fine, but it also send the email when the agent doesn't have tickets opened (meaning, the saved query returns blank) I don't see anything in rt-email-dashboards to avoid this. Perhaps a patch is needed? I am not a perl programmer but logically the patch should be simple, something like: old code: new code: if query result is not empty then end if -- View this message in context: http://requesttracker.8502.n7.nabble.com/rt-email-dashboards-when-query-returns-blank-tp60171.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ltawfall at gmail.com Mon Jun 15 16:40:53 2015 From: ltawfall at gmail.com (Lisa Tawfall) Date: Mon, 15 Jun 2015 13:40:53 -0700 Subject: [rt-users] ExtractCustomFieldValues to populate select box Message-ID: Hi, I'm trying to use the ExtractCustomFieldValues plugin to auto-populate a select box. It's working find for fields where you enter text, but not select boxes. I assume this is because I need to pass it an id number (stored in the database) rather than a text string value. Has anyone figured out how to get this working with select boxes? I'm kind of guessing there's some function I need to pass my string value to to return the database ID number to update the field. But that's purely speculative on my part. Thanks, Lisa -------------- next part -------------- An HTML attachment was scrubbed... URL: From martin.wheldon at greenhills-it.co.uk Mon Jun 15 17:12:50 2015 From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon) Date: Mon, 15 Jun 2015 22:12:50 +0100 Subject: [rt-users] =?utf-8?q?spawn-fcgi_crashing=2C_is_uWSGI_an_option=3F?= In-Reply-To: References: <20150531000019.GA23517@aart.rice.edu> Message-ID: <681f4b6c2edd7e29c8f51973b40875a0@mail.greenhills-it.co.uk> Hi Aaron, I'm running Nginx with uWsgi in my lab environment and it seems to we working well. Here are the snippets of config I'm using. server { root /usr/share/nginx/www; index index.html index.htm; # Make site accessible from http://localhost/ server_name localhost; location / { uwsgi_pass unix:/var/tmp/uwsgi.sock; include uwsgi_params; uwsgi_modifier1 5; } } [uwsgi] plugins = psgi chmod-socket = 664 uid = www-data gid = www-data socket = /var/tmp/uwsgi.sock psgi = /opt/rt4/sbin/rt-server processes = 10 Best Regards Martin On 2015-05-31 05:43, Aaron C. de Bruyn wrote: > Thanks Ken. It's working perfectly. > > -A > > On Sat, May 30, 2015 at 5:00 PM, ktm at rice.edu wrote: >> On Sat, May 30, 2015 at 04:49:00PM -0700, Aaron C. de Bruyn wrote: >>> I have a demo of RT set up for my company. >>> >>> During testing, we found the spawn-fcgi process is slow and crashes >>> often. >>> >>> If more than a few users are on the site, and/or more than few >>> messages coming in through rt-mailgate, the site loads extremely >>> slow. >>> We increased the number of child processes for spawn-fcgi, but it's >>> doesn't seem adequate to handle the load. >>> >>> We can regularly make spawn-fcgi die by simply hitting escape while a >>> page is loading. Other times it crashes for no apparent reason. >>> >>> We use uWSGI everywhere for python projects we host, and I tried to >>> see if I could get RT working under that. I failed miserably because >>> I don't know that much about PSGI, FCGI, etc...and their relationship >>> to the webserver. I know Nginx can speak the uwsgi protocol to talk >>> to uWSGI, but uWSGI seems to bomb on trying to serve RT. >>> >>> I tried the following config to no avail: >>> >>> [uwsgi] >>> plugins = psgi >>> socket = 127.0.0.1:9001 >>> psgi = /opt/rt4/sbin/rt-server.fcgi >>> fastcgi-socket = true >>> processes = 2 >>> master = true >>> stats = 127.0.0.1:1717 >>> chdir = /opt/rt4 >>> uid = uitrt >>> gid = uitrt >>> >>> Has anyone else been able to run it using uWSGI? >>> >>> Are there other options for keeping the site running under nginx? >>> >>> Thanks in advance for any pointers or advice. >>> >>> -A >>> >> Hi Aaron, >> >> We run RT with spawn-fcgi/nginx and either systemd/RHEL7 or >> multiwatch/RHEL6 to make sure that the pool stays populated. No >> problems at all. I would take uWSGI out of the mix, although there >> is no reason it should not work, there may be some nuances involved. >> The fact that the site loads slowly seems to indicate that you are >> having a problem with your database backend. Check out your slow >> queries and see what is wrong. It should be pretty zippy by default. >> >> Regards, >> Ken > > !DSPAM:41,556a90bf10567738710544! From christophe.arbez at gmail.com Tue Jun 16 05:15:31 2015 From: christophe.arbez at gmail.com (ARBEZ Christophe) Date: Tue, 16 Jun 2015 11:15:31 +0200 Subject: [rt-users] Different Calendar widgets on 'RT at a glance' Message-ID: Hi everyone, I installed RTx::Calendar ( http://search.cpan.org/dist/RTx-Calendar/lib/RTx/Calendar.pm ) and after some research, I wonder if it is possible to have different widgets of a Calendar, displayed on RT at a glance. Currently RT just allows me to have one Calendar with my own dates and tickets ( with an other user his own tickets etc.) I would like, for example, one Calendar which displays created tickets, opened tickets or tickets for one specific user... But after I specify what I want in the Query builder, it is not possible to save many different Calendars... Nevertheless, I think I installed the most recent version of RTx::Calendar and there should be a way... Thanks *Christophe ARBEZ | Stagiaire d?veloppement* Sylo? 803 rue de Pinville - 34000 Montpellier T?l: +33983014518 Email: christophe.arbez at syloe.fr www.syloe.fr | Blog.syloe.com | Twitter | Facebook -------------- next part -------------- An HTML attachment was scrubbed... URL: From guadagnino.cristiano at creval.it Tue Jun 16 10:57:25 2015 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Tue, 16 Jun 2015 14:57:25 +0000 Subject: [rt-users] RT 4.2.10 crash In-Reply-To: <5579553B.9020600@creval.it> References: <55700CF8.6030401@creval.it> <5578E1D4.7010202@bestpractical.com> <5579553B.9020600@creval.it> Message-ID: <55803943.6050408@creval.it> Todd, unfortunately, even after completely fixing the db with rt-validator, I still have the same problem with approvals. I am at a loss, if anybody has something to contribute it would be very appreciated. Cris On 11/06/2015 11:31, Guadagnino Cristiano wrote: > Todd, thank you very much for your reply. > > This is an upgrade from 4.2.9, but we have a long story with RT (since > 2008) and we have always been upgrading without ever doing a clean install. > I think some minor corruption may have been adding up through the years. > > Anyway, I just finished creating a couple of VMs, cloning the production > server. I have been running rt-validator --check --verbose --resolve on > the copy and now I am testing to verify that RT is still working as > expected. > rt-validator reported a lor of errors, but mainly due to missing > principals (principals that existed at the time but have been delete since). > > In the next days, as my time permits, I'll be testing the approvals > workflow on the copies and see if the problem is solved or at least if I > can get a clearer debug log. > > Cris > > > > On 11/06/2015 03:18, Todd Wade wrote: >> Looking at the code, that error is because a RT template didn't load. >> ->Load probably returns an error message that should be logged, but >> its pretty bad that your RT is crashing there. >> >> Is this a clean install of 4.2.10? Or did you upgrade from a previous >> version? If so, what version? >> >> In general approvals are known to be working correctly, so its likely >> something specific to the contents of your database, its somehow got >> in to a bad state. You might want to check your database with >> sbin/rt-validator: >> >> https://bestpractical.com/docs/rt/latest/rt-validator.html >> From jeff at ifworld.com Tue Jun 16 11:33:36 2015 From: jeff at ifworld.com (Jeff Melton) Date: Tue, 16 Jun 2015 10:33:36 -0500 Subject: [rt-users] rt-mailgate: Permission denied Message-ID: <20150616153336.GG14434@jnm-Laptop> I'm setting up a new RT server, and I'm having some trouble getting rt-mailgate to accept email piped from postfix. `Command output: local: fatal: execvp /opt/rt4/bin/rt-mailgate: Permission denied` Best I can tell, it's likely to be a permissions issue. What owner, group and mode should RT be using? Are there any other gotchas I need to be looking at? (I've configured role, group and user permissions in the RT GUI.) JM From brennanma at gmail.com Tue Jun 16 11:54:52 2015 From: brennanma at gmail.com (Matt Brennan) Date: Tue, 16 Jun 2015 11:54:52 -0400 Subject: [rt-users] rt-mailgate: Permission denied In-Reply-To: <20150616153336.GG14434@jnm-Laptop> References: <20150616153336.GG14434@jnm-Laptop> Message-ID: On my system, the application is world executable. I don't recall if that's the default or I changed it. I'm sure someone here will say that's a bad idea, security wise. At a minimum, it needs to be executable by whatever user ID postfix is running as. If you want to lock down the executable, you'd need to check what user ID you have postfix running as and set the group to one which contains that user ID (you'd also need to make sure it's group executable). On Tue, Jun 16, 2015 at 11:33 AM, Jeff Melton wrote: > I'm setting up a new RT server, and I'm having some trouble getting > rt-mailgate to accept email piped from postfix. > `Command output: local: fatal: execvp /opt/rt4/bin/rt-mailgate: > Permission denied` > > Best I can tell, it's likely to be a permissions issue. What owner, group > and mode should RT be using? Are there any other gotchas I need to be > looking at? (I've configured role, group and user permissions in the RT > GUI.) > > JM > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jeff at ifworld.com Tue Jun 16 15:00:28 2015 From: jeff at ifworld.com (Jeff Melton) Date: Tue, 16 Jun 2015 14:00:28 -0500 Subject: [rt-users] rt-mailgate: Permission denied In-Reply-To: References: <20150616153336.GG14434@jnm-Laptop> Message-ID: <20150616190028.GX14434@jnm-Laptop> On Tue, Jun 16, 2015 at 11:54:52AM -0400, Matt Brennan wrote: >On my system, the application is world executable. I don't recall if that's >the default or I changed it. I'm sure someone here will say that's a bad >idea, security wise. > >At a minimum, it needs to be executable by whatever user ID postfix is >running as. If you want to lock down the executable, you'd need to check >what user ID you have postfix running as and set the group to one which >contains that user ID (you'd also need to make sure it's group executable). > Thanks! The whole of /opt/rt4 is 755 right now, with everything executed by root. The postfix master process is owned by root; qmgr and pickup are owned by postfix. /opt/rt4 is root:www-data right now, but I've tried it root:root as well. I've tried adding the postfix user to the root and www-data groups, and that has no effect. > >On Tue, Jun 16, 2015 at 11:33 AM, Jeff Melton wrote: > >> I'm setting up a new RT server, and I'm having some trouble getting >> rt-mailgate to accept email piped from postfix. >> `Command output: local: fatal: execvp /opt/rt4/bin/rt-mailgate: >> Permission denied` >> >> Best I can tell, it's likely to be a permissions issue. What owner, group >> and mode should RT be using? Are there any other gotchas I need to be >> looking at? (I've configured role, group and user permissions in the RT >> GUI.) >> >> JM >> From jvdwege at xs4all.nl Tue Jun 16 15:25:02 2015 From: jvdwege at xs4all.nl (Joop) Date: Tue, 16 Jun 2015 21:25:02 +0200 Subject: [rt-users] rt-mailgate: Permission denied In-Reply-To: <20150616153336.GG14434@jnm-Laptop> References: <20150616153336.GG14434@jnm-Laptop> Message-ID: <5580780E.2000501@xs4all.nl> On 16-6-2015 17:33, Jeff Melton wrote: > I'm setting up a new RT server, and I'm having some trouble getting > rt-mailgate to accept email piped from postfix. > `Command output: local: fatal: execvp /opt/rt4/bin/rt-mailgate: > Permission denied` > You don't state which OS you're using but if you're using CentOS/Rhel base/derived you could be facing a SELinux problem. Check /var/log/messages /var/log/audit or see what happens if you run setenforce 0. Regards, Joop From jeff at ifworld.com Tue Jun 16 15:29:11 2015 From: jeff at ifworld.com (Jeff Melton) Date: Tue, 16 Jun 2015 14:29:11 -0500 Subject: [rt-users] rt-mailgate: Permission denied In-Reply-To: <5580780E.2000501@xs4all.nl> References: <20150616153336.GG14434@jnm-Laptop> <5580780E.2000501@xs4all.nl> Message-ID: <20150616192911.GB14434@jnm-Laptop> It's Debian Wheezy. No SELinux in this case. On Tue, Jun 16, 2015 at 09:25:02PM +0200, Joop wrote: >On 16-6-2015 17:33, Jeff Melton wrote: >> I'm setting up a new RT server, and I'm having some trouble getting >> rt-mailgate to accept email piped from postfix. >> `Command output: local: fatal: execvp /opt/rt4/bin/rt-mailgate: >> Permission denied` >> >You don't state which OS you're using but if you're using CentOS/Rhel >base/derived you could be facing a SELinux problem. Check >/var/log/messages /var/log/audit or see what happens if you run >setenforce 0. > >Regards, > >Joop > From aaron at heyaaron.com Tue Jun 16 15:39:15 2015 From: aaron at heyaaron.com (Aaron C. de Bruyn) Date: Tue, 16 Jun 2015 12:39:15 -0700 Subject: [rt-users] rt-mailgate: Permission denied In-Reply-To: <20150616192911.GB14434@jnm-Laptop> References: <20150616153336.GG14434@jnm-Laptop> <5580780E.2000501@xs4all.nl> <20150616192911.GB14434@jnm-Laptop> Message-ID: AppArmor? (Or is that just Ubuntu?) Also, is the postfix process running in a chroot? Check /etc/postfix/master.cf to see if the service that is doing the rt-mailgate delivery has a 'y' in the chroot column. -A On Tue, Jun 16, 2015 at 12:29 PM, Jeff Melton wrote: > It's Debian Wheezy. No SELinux in this case. > > > On Tue, Jun 16, 2015 at 09:25:02PM +0200, Joop wrote: >> >> On 16-6-2015 17:33, Jeff Melton wrote: >>> >>> I'm setting up a new RT server, and I'm having some trouble getting >>> rt-mailgate to accept email piped from postfix. >>> `Command output: local: fatal: execvp /opt/rt4/bin/rt-mailgate: >>> Permission denied` >>> >> You don't state which OS you're using but if you're using CentOS/Rhel >> base/derived you could be facing a SELinux problem. Check >> /var/log/messages /var/log/audit or see what happens if you run >> setenforce 0. >> >> Regards, >> >> Joop >> > From jeff at ifworld.com Tue Jun 16 15:50:52 2015 From: jeff at ifworld.com (Jeff Melton) Date: Tue, 16 Jun 2015 14:50:52 -0500 Subject: [rt-users] rt-mailgate: Permission denied In-Reply-To: References: <20150616153336.GG14434@jnm-Laptop> <5580780E.2000501@xs4all.nl> <20150616192911.GB14434@jnm-Laptop> Message-ID: <20150616195052.GG14434@jnm-Laptop> It is chrooted, but when I s/-/n for all the chrooted processes in master.cf and restarted postfix, it didn't make any difference. I just swapped the original master.cf back in. I'll update to add that my aliases were quoted incorrectly to begin with, and having changed that, the full error output now reads: Command died with status 126: "/opt/rt4/bin/rt-mailgate --queue 'Network Support' --action correspond --url http://rt.ifworld.com". Command output: sh: 1: /opt/rt4/bin/rt-mailgate: Permission denied On Tue, Jun 16, 2015 at 12:39:15PM -0700, Aaron C. de Bruyn wrote: >AppArmor? (Or is that just Ubuntu?) > >Also, is the postfix process running in a chroot? >Check /etc/postfix/master.cf to see if the service that is doing the >rt-mailgate delivery has a 'y' in the chroot column. > >-A > >On Tue, Jun 16, 2015 at 12:29 PM, Jeff Melton wrote: >> It's Debian Wheezy. No SELinux in this case. >> >> >> On Tue, Jun 16, 2015 at 09:25:02PM +0200, Joop wrote: >>> >>> On 16-6-2015 17:33, Jeff Melton wrote: >>>> >>>> I'm setting up a new RT server, and I'm having some trouble getting >>>> rt-mailgate to accept email piped from postfix. >>>> `Command output: local: fatal: execvp /opt/rt4/bin/rt-mailgate: >>>> Permission denied` >>>> >>> You don't state which OS you're using but if you're using CentOS/Rhel >>> base/derived you could be facing a SELinux problem. Check >>> /var/log/messages /var/log/audit or see what happens if you run >>> setenforce 0. >>> >>> Regards, >>> >>> Joop >>> >> From jeff at ifworld.com Tue Jun 16 16:34:46 2015 From: jeff at ifworld.com (Jeff Melton) Date: Tue, 16 Jun 2015 15:34:46 -0500 Subject: [rt-users] rt-mailgate: Permission denied In-Reply-To: References: <20150616153336.GG14434@jnm-Laptop> <5580780E.2000501@xs4all.nl> <20150616192911.GB14434@jnm-Laptop> Message-ID: <20150616203446.GI14434@jnm-Laptop> I figured this out. I was using this project as an opportunity to try out plenv, but used /root/.plenv to set global Perl. When we set /root +x, it started working. Now I just need to figure out how best to fix it long-term. Thanks, all. On Tue, Jun 16, 2015 at 12:39:15PM -0700, Aaron C. de Bruyn wrote: >AppArmor? (Or is that just Ubuntu?) > >Also, is the postfix process running in a chroot? >Check /etc/postfix/master.cf to see if the service that is doing the >rt-mailgate delivery has a 'y' in the chroot column. > >-A > >On Tue, Jun 16, 2015 at 12:29 PM, Jeff Melton wrote: >> It's Debian Wheezy. No SELinux in this case. >> >> >> On Tue, Jun 16, 2015 at 09:25:02PM +0200, Joop wrote: >>> >>> On 16-6-2015 17:33, Jeff Melton wrote: >>>> >>>> I'm setting up a new RT server, and I'm having some trouble getting >>>> rt-mailgate to accept email piped from postfix. >>>> `Command output: local: fatal: execvp /opt/rt4/bin/rt-mailgate: >>>> Permission denied` >>>> >>> You don't state which OS you're using but if you're using CentOS/Rhel >>> base/derived you could be facing a SELinux problem. Check >>> /var/log/messages /var/log/audit or see what happens if you run >>> setenforce 0. >>> >>> Regards, >>> >>> Joop >>> >> From Brian_Barrett at URMC.Rochester.edu Tue Jun 16 20:55:15 2015 From: Brian_Barrett at URMC.Rochester.edu (Barrett, Brian) Date: Tue, 16 Jun 2015 20:55:15 -0400 Subject: [rt-users] Installation Question Message-ID: <5B095F59E70B8D4F9F553FF0411D8BAD167FD67375@urmcms7.urmc-sh.rochester.edu> Hi, Working on setup RT on Red Hat. My question is what are the best repos to use for Red Hat 6.6 and or Red Hat 7. Seen some people use epe other have used the centos. Thanks Brian -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at bestpractical.com Tue Jun 16 23:33:39 2015 From: todd at bestpractical.com (Todd Wade) Date: Tue, 16 Jun 2015 23:33:39 -0400 Subject: [rt-users] Installation Question In-Reply-To: <5B095F59E70B8D4F9F553FF0411D8BAD167FD67375@urmcms7.urmc-sh.rochester.edu> References: <5B095F59E70B8D4F9F553FF0411D8BAD167FD67375@urmcms7.urmc-sh.rochester.edu> Message-ID: <5580EA93.9040702@bestpractical.com> On 6/16/15 8:55 PM, Barrett, Brian wrote: > Working on setup RT on Red Hat. > > My question is what are the best repos to use for Red Hat 6.6 and or Red > Hat 7. > > Seen some people use epe other have used the centos. Do you mean 'EPEL' (https://fedoraproject.org/wiki/EPEL) ? EPEL is a set of extra packages that promises to not conflict with the packages provided by the base system (rhel, centos, fedora, etc), so you could use EPEL /within/ centos, but it wouldn't be used instead of centos. Here are the notes I have for a centos 5 install for the system dependencies: yum groupinstall 'Development tools' yum groupinstall 'MySQL Database' yum groupinstall 'Web Server' yum install mysql-devel yum install gd-devel yum install expat-devel yum install graphviz-devel # add epel repo to yum rpm -i http://dl.fedoraproject.org/pub/epel/5/x86_64/epel-release-5-4.noarch.rpm yum install mod_fcgid Notice how I use the EPEL repo for the mod_fcgid package, this is only because it isn't available in the base packages. Some additional system configuration I do is: /etc/httpd/conf.d/fcgid.conf + FcgidMaxRequestLen 1073741824 /etc/my.cnf +max_allowed_packet=64M With this base the system is ready for the GENERAL INSTALLATION in the README. From todd at bestpractical.com Tue Jun 16 23:34:28 2015 From: todd at bestpractical.com (Todd Wade) Date: Tue, 16 Jun 2015 23:34:28 -0400 Subject: [rt-users] RT 4.2.10 crash In-Reply-To: <55803943.6050408@creval.it> References: <55700CF8.6030401@creval.it> <5578E1D4.7010202@bestpractical.com> <5579553B.9020600@creval.it> <55803943.6050408@creval.it> Message-ID: <5580EAC4.2000107@bestpractical.com> On 6/16/15 10:57 AM, Guadagnino Cristiano wrote: > unfortunately, even after completely fixing the db with rt-validator, I > still have the same problem with approvals. > > I am at a loss, if anybody has something to contribute it would be very > appreciated. Can you confirm that the Approvals templates are installed? Navigate to /Admin/Queues/index.html?FindDisabledQueues=1 (this is the 'Admin queues' page with the 'Include disabled queues in listing' checkbox checked), click on the __Approvals queue and then click on 'Tempates' in the subnav. Are there Templates listed there? Without access to your system its very much a guess but it sounds like somehow the approvals infrastructure wasn't installed (or wasn't installed correctly) in your system during the upgrade that added it in. Regards, From alain.ledrezen at univ-lorraine.fr Wed Jun 17 02:37:35 2015 From: alain.ledrezen at univ-lorraine.fr (Alain Le Drezen) Date: Wed, 17 Jun 2015 08:37:35 +0200 (CEST) Subject: [rt-users] Tree queue Message-ID: <1014823216.8725031.1434523055561.JavaMail.zimbra@univ-lorraine.fr> Hi, Is there a way to create tree queue. We will have to manage hundreds of queue and we realy need a tree. Thank's for your answer. Alain -------------- next part -------------- An HTML attachment was scrubbed... URL: From guadagnino.cristiano at creval.it Wed Jun 17 10:41:46 2015 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Wed, 17 Jun 2015 14:41:46 +0000 Subject: [rt-users] RT 4.2.10 crash In-Reply-To: <5580EAC4.2000107@bestpractical.com> References: <55700CF8.6030401@creval.it> <5578E1D4.7010202@bestpractical.com> <5579553B.9020600@creval.it> <55803943.6050408@creval.it> <5580EAC4.2000107@bestpractical.com> Message-ID: <55818713.4040207@creval.it> Todd, I have these templates: * New Pending Approval * Approval Passed * All Approvals Passed * Approval Rejected * New Pending Approval in HTML * Approval Passed in HTML * All Approvals Passed in HTML * Approval Rejected in HTML * Approval Ready for Owner in HTML * Transaction in HTML * Transaction Upon visual inspection they seem OK, but the last two templates are empty. Of all the templates, only three are used by scrips: * New Pending Approval is used by scrip 12 ("When an approval ticket is created, notify the Owner and AdminCc of the item awaiting their approval") * Approval Rejected is used by scrip 13 ("If an approval is rejected, reject the original and delete pending approvals") * Transaction is used by scrip 4 ("On Create Notify AdminCcs") Todd, does Best Practical offer support for troubleshooting? Could you send me (privately) some figures? If we can't fix this issue by ourselves I'll see if I can convince the management to ask for support. T.I.A. Cris On 17/06/2015 05:34, Todd Wade wrote: On 6/16/15 10:57 AM, Guadagnino Cristiano wrote: unfortunately, even after completely fixing the db with rt-validator, I still have the same problem with approvals. I am at a loss, if anybody has something to contribute it would be very appreciated. Can you confirm that the Approvals templates are installed? Navigate to /Admin/Queues/index.html?FindDisabledQueues=1 (this is the 'Admin queues' page with the 'Include disabled queues in listing' checkbox checked), click on the __Approvals queue and then click on 'Tempates' in the subnav. Are there Templates listed there? Without access to your system its very much a guess but it sounds like somehow the approvals infrastructure wasn't installed (or wasn't installed correctly) in your system during the upgrade that added it in. Regards, -------------- next part -------------- An HTML attachment was scrubbed... URL: From Daniel.Moore at osbornewood.com Wed Jun 17 13:57:32 2015 From: Daniel.Moore at osbornewood.com (Daniel Moore) Date: Wed, 17 Jun 2015 17:57:32 +0000 Subject: [rt-users] Comment Message-ID: <54B02CD784365C4DAF3841D1FDC76328398DBD4B@EXCHANGE.osborne.local> Hello, Is there anyway to take the "comment" directly out of lifecycle for the Tickets? I have been able to rename some things but we do not want users commenting on Tickets since the default behavior for a comment is to not reply or send emails at all. We want users to be only click "reply" when they are replying to their ticket. Please let me know if this is possible. Please do not try to sell me a book. V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. [http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg] P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 3518 bytes Desc: image001.jpg URL: From borepstein at gmail.com Wed Jun 17 15:46:36 2015 From: borepstein at gmail.com (Boris Epstein) Date: Wed, 17 Jun 2015 15:46:36 -0400 Subject: [rt-users] RT 4.2 - owner list changed from pull-down menu to fill-in form Message-ID: Hello all, For some reason, at some point in a not so distant past, the form where you can assign a newly created ticket to a user has changed from a pull-down list to a form where you can type it in (with auto-fill but still). Has anybody seen that? Does anybody know why this is happening? Thanks in advance for any and all help. Cheers, Boris. -------------- next part -------------- An HTML attachment was scrubbed... URL: From joinajay1 at gmail.com Thu Jun 18 04:28:59 2015 From: joinajay1 at gmail.com (Ajai Kumar) Date: Thu, 18 Jun 2015 13:58:59 +0530 Subject: [rt-users] Problem on auto assigning tickets after creating to users Message-ID: Dear All, Thanks for support in advance.Please refer appended script,which is working fine for one queue and same script is not working for other queue in the same rt system. The domain name are different,however coming to same RT system. Can some one help on this issue pls. ...................................... Condition: On create Action: user defined Custom condition:return 1; Custom action preparation code: my @owners = qw(90 92 128); # need to grab id from Users table 128 @owners push(@owners, @owners, @owners); my $tickets = RT::Tickets->new($RT::SystemUser); $tickets->LimitQueue(VALUE => 'hostmaster'); # my queue, yours may differ $tickets->LimitId(VALUE => $self->TicketObj->Id, OPERATOR => '!='); $tickets->OrderBy( FIELD => 'id', ORDER => 'DESC' ); my $last_ticket = $tickets->First; my $last_owner = $last_ticket->Owner; my $i = 0; my $isSet = 0; my $new_owner; foreach $i ( @owners) { if ($owners[$i] == $last_owner) { $new_owner = $owners[$i+1]; $self->TicketObj->SetOwner($new_owner); $isSet = 1; } } if (!($isSet)) { my $randOwner = int(rand($#owners)); $randOwner = $owners[$randOwner]; $self->TicketObj->SetOwner($randOwner); } Regards, Ajai Kumar -------------- next part -------------- An HTML attachment was scrubbed... URL: From sam.maher at lawsonlewisblakers.co.uk Thu Jun 18 06:53:50 2015 From: sam.maher at lawsonlewisblakers.co.uk (Sam Maher) Date: Thu, 18 Jun 2015 10:53:50 +0000 Subject: [rt-users] FW: Help Installing Plack::Handler::Starlet In-Reply-To: References: Message-ID: I have tried to install RT a few times but I keep getting Plack::Handler::Starlet ...MISSING Any ideas? It has happened a few times Thanks Sam Sam Maher - IT Technician Lawson Lewis Blakers T: 01323 720142 F: 01323 725349 Partners: Jeremy H Sogno, Nadine M Ashford and Mark Barrett Lawson Lewis Blakers Solicitors Authorised and Regulated by the Solicitors Regulation Authority. SRA No: 00053703 THIS E-MAIL AND ANY ATTACHED FILES ARE CONFIDENTIAL AND MAY BE LEGALLY PRIVILEGED If you are not the addressee or the intended recipient any disclosure, copying, distribution, or other use of this e-mail and attachments is strictly prohibited. If you have received this e-mail in error please notify the sender immediately and delete this e-mail. E-mail transmission cannot be guaranteed to be secure or error free as information could be intercepted, corrupted, lost, destroyed, arrive late, be incomplete or contain viruses. We do not accept liability for any errors or omissions which arise as a result of e-mail transmission. Any e-mail attachment may contain software viruses. Whilst reasonable precaution has been taken to minimise this risk, we cannot accept liability for any damage which you sustain as a result of software viruses. Lawson Lewis Blakers reserves the right to monitor or record e-mails for any purpose allowed by prevailing legislation. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jeff at ifworld.com Thu Jun 18 07:25:31 2015 From: jeff at ifworld.com (Jeff Melton) Date: Thu, 18 Jun 2015 06:25:31 -0500 Subject: [rt-users] FW: Help Installing Plack::Handler::Starlet In-Reply-To: References: Message-ID: <20150618112530.GA11637@jnm-Laptop> Probably this: https://rt.cpan.org/Public/Bug/Display.html?id=105006 JM On Thu, Jun 18, 2015 at 10:53:50AM +0000, Sam Maher wrote: >I have tried to install RT a few times but I keep getting Plack::Handler::Starlet ...MISSING > >Any ideas? It has happened a few times > >Thanks >Sam > > > > > >Sam Maher - IT Technician >Lawson Lewis Blakers >T: 01323 720142 >F: 01323 725349 > >Partners: Jeremy H Sogno, Nadine M Ashford and Mark Barrett >Lawson Lewis Blakers Solicitors Authorised and Regulated by the Solicitors Regulation Authority. SRA No: 00053703 > >THIS E-MAIL AND ANY ATTACHED FILES ARE CONFIDENTIAL AND MAY BE LEGALLY PRIVILEGED >If you are not the addressee or the intended recipient any disclosure, copying, distribution, or other use of this e-mail and attachments is strictly prohibited. >If you have received this e-mail in error please notify the sender immediately and delete this e-mail. > >E-mail transmission cannot be guaranteed to be secure or error free as information could be intercepted, corrupted, lost, destroyed, arrive late, be incomplete or contain viruses. >We do not accept liability for any errors or omissions which arise as a result of e-mail transmission. Any e-mail attachment may contain software viruses. >Whilst reasonable precaution has been taken to minimise this risk, we cannot accept liability for any damage which you sustain as a result of software viruses. > >Lawson Lewis Blakers reserves the right to monitor or record e-mails for any purpose allowed by prevailing legislation. From jeff at ifworld.com Thu Jun 18 07:45:29 2015 From: jeff at ifworld.com (Jeff Melton) Date: Thu, 18 Jun 2015 06:45:29 -0500 Subject: [rt-users] FW: Help Installing Plack::Handler::Starlet In-Reply-To: References: <20150618112530.GA11637@jnm-Laptop> Message-ID: <20150618114529.GA3602@jnm-Laptop> FWIW, the simplest solution may be to force install that module, bypassing the tests. That's perhaps unsafe, so your mileage may vary. JM On Thu, Jun 18, 2015 at 11:41:19AM +0000, Sam Maher wrote: >Thanks so much, I'll give the work around a go > >Sam > >-----Original Message----- >From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jeff Melton >Sent: 18 June 2015 12:26 >To: rt-users at lists.bestpractical.com >Subject: Re: [rt-users] FW: Help Installing Plack::Handler::Starlet > >Probably this: https://rt.cpan.org/Public/Bug/Display.html?id=105006 > >JM > >On Thu, Jun 18, 2015 at 10:53:50AM +0000, Sam Maher wrote: >>I have tried to install RT a few times but I keep getting >>Plack::Handler::Starlet ...MISSING >> >>Any ideas? It has happened a few times >> >>Thanks >>Sam >> >> >> >> >> >>Sam Maher - IT Technician >>Lawson Lewis Blakers >>T: 01323 720142 >>F: 01323 725349 >> >>Partners: Jeremy H Sogno, Nadine M Ashford and Mark Barrett Lawson >>Lewis Blakers Solicitors Authorised and Regulated by the Solicitors >>Regulation Authority. SRA No: 00053703 >> >>THIS E-MAIL AND ANY ATTACHED FILES ARE CONFIDENTIAL AND MAY BE LEGALLY >>PRIVILEGED If you are not the addressee or the intended recipient any disclosure, copying, distribution, or other use of this e-mail and attachments is strictly prohibited. >>If you have received this e-mail in error please notify the sender immediately and delete this e-mail. >> >>E-mail transmission cannot be guaranteed to be secure or error free as information could be intercepted, corrupted, lost, destroyed, arrive late, be incomplete or contain viruses. >>We do not accept liability for any errors or omissions which arise as a result of e-mail transmission. Any e-mail attachment may contain software viruses. >>Whilst reasonable precaution has been taken to minimise this risk, we cannot accept liability for any damage which you sustain as a result of software viruses. >> >>Lawson Lewis Blakers reserves the right to monitor or record e-mails for any purpose allowed by prevailing legislation. > > > >Sam Maher - IT Technician >Lawson Lewis Blakers >T: 01323 720142 >F: 01323 725349 > > >Partners: Jeremy H Sogno, Nadine M Ashford and Mark Barrett >Lawson Lewis Blakers Solicitors Authorised and Regulated by the Solicitors Regulation Authority. SRA No: 00053703 > >THIS E-MAIL AND ANY ATTACHED FILES ARE CONFIDENTIAL AND MAY BE LEGALLY PRIVILEGED >If you are not the addressee or the intended recipient any disclosure, copying, distribution, or other use of this e-mail and attachments is strictly prohibited. >If you have received this e-mail in error please notify the sender immediately and delete this e-mail. > >E-mail transmission cannot be guaranteed to be secure or error free as information could be intercepted, corrupted, lost, destroyed, arrive late, be incomplete or contain viruses. >We do not accept liability for any errors or omissions which arise as a result of e-mail transmission. Any e-mail attachment may contain software viruses. >Whilst reasonable precaution has been taken to minimise this risk, we cannot accept liability for any damage which you sustain as a result of software viruses. > >Lawson Lewis Blakers reserves the right to monitor or record e-mails for any purpose allowed by prevailing legislation. > From russell at jonesmail.me Sat Jun 20 10:00:27 2015 From: russell at jonesmail.me (Russell Jones) Date: Sat, 20 Jun 2015 09:00:27 -0500 Subject: [rt-users] Inserting Article via Hotlist results in Refers To link being created in ticket Message-ID: <558571FB.80000@jonesmail.me> Hi all, I am using the Article Hotlist feature in order to created canned replies. I have noticed though that when inserting an Article, a link to the article that was inserted gets placed in the ticket's "Refers To" section. This is unwanted behavior for our use case and I have not been able to figure out how to not have RT insert this link. I just want to use it for canned replies, no links are required. Any ideas on how to do this? Thanks! From m_orallo at yahoo.es Mon Jun 22 13:10:50 2015 From: m_orallo at yahoo.es (Marcos Orallo) Date: Mon, 22 Jun 2015 19:10:50 +0200 Subject: [rt-users] Notification sent to requestor even when squelched Message-ID: Hi all, I manage an RT 4.2.11 deployment using Debian Wheezy, Apache 2.2, mod_fcgid Today we had a very concerning issue regarding a notification being sent to a requestor even when it had been explicitly unchecked in the recipients list. At first I didn't believe the user, but then I found this in the log: Jun 22 11:29:08RT:[user.info<14>] [6157] requestor at address.com is blacklisted by notification checkboxes for this transaction. Skipping > Jun 22 11:29:55RT:[user.info<14>] [6145] #4519/69938 - Scrip 59 On Correspond from web Notify Requestor and Ccs > Jun 22 11:29:56RT:[user.info<14>] [6145] sent To: requestor at address.com > > You can see that the requestor address was unchecked, but he was notified anyway. The notificatoin script uses a custom condition to just send the notification when using the web interface, with the possibility of squelching recipients manually. The default behaviour (implicit notification to all requestors even for correspondence by mail) was confusing for my team mates. The only odd thing I can see in the log is that the "Blacklisted" and the "sent to ..." entries are written by two different perl processes (PID 6157 and 6145 respectively). That didn't happen when I tried to reproduce the issue (with no success). Does anyone know if that's normal in mod_fcgid? Could it be the cause of the problem? It's a big problem for us if we cannot fully trust the platform to not spread confidential information to unintended recipients. Thank you in advance, Marcos. -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at chmrr.net Mon Jun 22 13:46:58 2015 From: alex at chmrr.net (Alex Vandiver) Date: Mon, 22 Jun 2015 13:46:58 -0400 Subject: [rt-users] Notification sent to requestor even when squelched In-Reply-To: References: Message-ID: <20150622134658.3b970dd9@umgah.localdomain> On Mon, 22 Jun 2015 19:10:50 +0200 Marcos Orallo wrote: > I manage an RT 4.2.11 deployment using Debian Wheezy, Apache 2.2, > mod_fcgid > > Today we had a very concerning issue regarding a notification being > sent to a requestor even when it had been explicitly unchecked in the > recipients list. At first I didn't believe the user, but then I found > this in the log: > [snip] There's a 47-second interval between the first and the second of those. Can you show the full log of everything between them? My guess is that the first one was a "dry run" to list the potential recipients, and the second was the actual submission. This would explain the different process IDs, as well as the different behaviors. > You can see that the requestor address was unchecked, but he was > notified anyway. The notificatoin script uses a custom condition to > just send the notification when using the web interface, with the > possibility of squelching recipients manually. The default behaviour > (implicit notification to all requestors even for correspondence by > mail) was confusing for my team mates. Your wording is confusing. Is this jut the stock "Notify Requestor and Ccs" action, with a custom condition? - Alex From todd at bestpractical.com Mon Jun 22 13:54:15 2015 From: todd at bestpractical.com (Todd Wade) Date: Mon, 22 Jun 2015 13:54:15 -0400 Subject: [rt-users] Notification sent to requestor even when squelched In-Reply-To: References: Message-ID: <55884BC7.2030601@bestpractical.com> On 6/22/15 1:10 PM, Marcos Orallo wrote: > It's a big problem for us if we cannot fully trust the platform to not > spread confidential information to unintended recipients. Along with Alex's suggestions / questions, it sounds like this workflow would benefit from the comment functionality. Ticket comments allow communication via your internal team (AdminCCs) but do not notify Requestors and Ccs. From barton at bywatersolutions.com Mon Jun 22 14:17:16 2015 From: barton at bywatersolutions.com (Barton Chittenden) Date: Mon, 22 Jun 2015 14:17:16 -0400 Subject: [rt-users] Excluding tickets from search based on updated fields? Message-ID: We have the following canned search, which will find tickets not updated by the Current User in the last two days. This search is used in a dashbord that sends a daily email to our support staff, showing tickets that need follow-up. Owner = '__CurrentUser__' AND LastUpdatedBy != '__CurrentUser__' AND LastUpdated > '2 day ago' AND Status != 'resolved' AND Status != 'answered' AND ( Queue != 'Development' AND Queue != 'Bugs' ) The problem that we've run in to is that there are certain things that get updated that don't merit follow up -- changes in ticket priority, or setting Custom Flags. Is it possible to exclude updates of certain fields? Thanks, --Barton -------------- next part -------------- An HTML attachment was scrubbed... URL: From m_orallo at yahoo.es Mon Jun 22 15:15:30 2015 From: m_orallo at yahoo.es (Marcos Orallo) Date: Mon, 22 Jun 2015 21:15:30 +0200 Subject: [rt-users] Notification sent to requestor even when squelched In-Reply-To: <55884BC7.2030601@bestpractical.com> References: <55884BC7.2030601@bestpractical.com> Message-ID: Hi Todd, Thank you for the suggestion. However, in this case, it was a Reply with One-Time-CCs, so I guess a Comment is not the best option. Moreover, we don't have control of the mail domain, and you wouldn't believe the bureaucracy and delay to get a mail alias for comments. It's true that our use of the system is not always adapted to the platform, my colleagues want the WebUI to be basically a mail client on steroids. They want all external recipients to be explicit, either when sending a mail from their client, or in the webUI message composing screen. Even if I understand the design of RT, I think a few features would make it come close to what users are most accustomed to in a mail client, and make it more flexible: - Correspondance subject independent from the ticket title. Copied from the transaction that you are replying to. - Default recipients selected based on the sender of the transaction you are replying to, even if they are not the Requestors (with the full list of Requestors available for checking if desired). - One-Time-To. There is an extension for this, but I couldn't make it work properly with RT 4.2. - Preserved To, CC in mail notifications, by setting them to a different value independent from the SMTP envelope. - Show full list of recipients for transactions in History - Collapsible individual transactions in History. Anyway, I should maybe wait for Christmas... :-) Kind regards, Marcos. 2015-06-22 19:54 GMT+02:00 Todd Wade : > On 6/22/15 1:10 PM, Marcos Orallo wrote: > >> It's a big problem for us if we cannot fully trust the platform to not >> spread confidential information to unintended recipients. >> > > Along with Alex's suggestions / questions, it sounds like this workflow > would benefit from the comment functionality. Ticket comments allow > communication via your internal team (AdminCCs) but do not notify > Requestors and Ccs. > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From m_orallo at yahoo.es Mon Jun 22 15:38:00 2015 From: m_orallo at yahoo.es (Marcos Orallo) Date: Mon, 22 Jun 2015 21:38:00 +0200 Subject: [rt-users] Notification sent to requestor even when squelched In-Reply-To: References: <20150622134658.3b970dd9@umgah.localdomain> Message-ID: Hi Alex, Thanks for your reply. My comments inline. 2015-06-22 19:46 GMT+02:00 Alex Vandiver : > On Mon, 22 Jun 2015 19:10:50 +0200 Marcos Orallo > wrote: > > I manage an RT 4.2.11 deployment using Debian Wheezy, Apache 2.2, > > mod_fcgid > > > > Today we had a very concerning issue regarding a notification being > > sent to a requestor even when it had been explicitly unchecked in the > > recipients list. At first I didn't believe the user, but then I found > > this in the log: > > [snip] > > There's a 47-second interval between the first and the second of > those. Can you show the full log of everything between them? That's the full log, nothing in between (syslog, "info" level). The gap is indeed strange... > My guess is that the first one was a "dry run" to list the potential > recipients, > and the second was the actual submission. This would explain the > different process IDs, as well as the different behaviors. > But the "blacklisting" happened just for that transaction when composing the message, it was not a permanent squelch. So the system didn't know it was blacklisted in the preparation stage... > > > You can see that the requestor address was unchecked, but he was > > notified anyway. The notificatoin script uses a custom condition to > > just send the notification when using the web interface, with the > > possibility of squelching recipients manually. The default behaviour > > (implicit notification to all requestors even for correspondence by > > mail) was confusing for my team mates. > > Your wording is confusing. Is this jut the stock "Notify Requestor and > Ccs" action, with a custom condition? > Exactly. This is the custom condition, taken from RT wiki, IIRC. my $trans = $self->TransactionObj; return 0 unless $trans->Type eq "Correspond"; my $msgattr = $trans->Message->First; return 0 unless $msgattr; return 1 unless $msgattr->GetHeader('Received'); return 0; -------------- next part -------------- An HTML attachment was scrubbed... URL: From armhamer at uw.edu Mon Jun 22 17:12:41 2015 From: armhamer at uw.edu (Armin Liedtke) Date: Mon, 22 Jun 2015 21:12:41 +0000 Subject: [rt-users] Can't call method warn for RT-Extension-Assets-Import-CSV Message-ID: Hello, I'm experiencing some issues trying to import items into RT Assets. I have: RT 4.2.11 RT::Extension::Assets 1.05 RT::Extension::Assets::Import::CSV 1.4 I get an error: Can't call method "warn" on an undefined value at /var/home/uwb/libraryrt.uwb.edu/rt/lib/RT.pm line 954. I'm wondering if anyone else has seen this or has any quick fixes for it. I have done testing with the data I'm important and that doesn't see to fix it. I have run -debug but get same error. Even though I would like to use the import I don't have to today, but If I don't at least start this conversation now, then I will be several days later before I do. If there is a better place to send this like a bug reporting page, feel free to let me know that as well. Thanks, Armin Armin Liedtke Senior Computer Specialist UWB-CC Campus Library armhamer at uw.edu 425-352-5428 -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron at backblaze.com Mon Jun 22 19:58:09 2015 From: aaron at backblaze.com (Aaron McCormack) Date: Mon, 22 Jun 2015 16:58:09 -0700 Subject: [rt-users] Can't call method warn for RT-Extension-Assets-Import-CSV In-Reply-To: References: Message-ID: <8883B1C9-2D98-4B72-B339-25C75E1C48F3@backblaze.com> I'm also seeing this message after some upgrades today. I upgraded: RT 4.2.6 -> 4.2.11 RT::Extension::Assets 1.0.2 => 1.05 RT::Extension::Assets::Import::CSV 1.3 (did not upgrade) I have my log level set to critical and since this function looks to be for troubleshooting deprecations with log level warn, I commented it out for now and the imports proceed as normal. Aaron > On Jun 22, 2015, at 2:12 PM, Armin Liedtke wrote: > > Hello, > > I?m experiencing some issues trying to import items into RT Assets. I have: > RT 4.2.11 > RT::Extension::Assets 1.05 > RT::Extension::Assets::Import::CSV 1.4 > > I get an error: > Can't call method "warn" on an undefined value at /var/home/uwb/libraryrt.uwb.edu/rt/lib/RT.pm line 954. > > I?m wondering if anyone else has seen this or has any quick fixes for it. I have done testing with the data I?m important and that doesn?t see to fix it. > I have run ?debug but get same error. > > Even though I would like to use the import I don?t have to today, but If I don?t at least start this conversation now, then I will be several days later before I do. > > If there is a better place to send this like a bug reporting page, feel free to let me know that as well. > > Thanks, > > Armin > > > Armin Liedtke > Senior Computer Specialist > UWB-CC Campus Library > armhamer at uw.edu > 425-352-5428 -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron at backblaze.com Mon Jun 22 21:11:28 2015 From: aaron at backblaze.com (Aaron McCormack) Date: Mon, 22 Jun 2015 18:11:28 -0700 Subject: [rt-users] RT 4.2 - owner list changed from pull-down menu to fill-in form In-Reply-To: References: Message-ID: <1C52AB59-9429-4552-921F-84468C2B6AE2@backblaze.com> Hi Boris, This part from https://www.bestpractical.com/docs/rt/4.2/RT_Config.html may explain it: $AutocompleteOwners If set to 1, the owner drop-downs for ticket update/modify and the query builder are replaced by text fields that autocomplete. This can alleviate the sometimes huge owner list for installations where many users have the OwnTicket right. Autocompleter is automatically turned on if list contains more than 50 users, but penalty of executing potentially slow query is still paid. Drop down doesn't show unprivileged users. If your setup allows unprivileged to own ticket then you have to enable autocompleting. Aaron > On Jun 17, 2015, at 12:46 PM, Boris Epstein wrote: > > Hello all, > > For some reason, at some point in a not so distant past, the form where you can assign a newly created ticket to a user has changed from a pull-down list to a form where you can type it in (with auto-fill but still). Has anybody seen that? Does anybody know why this is happening? > > Thanks in advance for any and all help. > > Cheers, > > Boris. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kae at midnighthax.com Tue Jun 23 03:31:59 2015 From: kae at midnighthax.com (Keith Edmunds) Date: Tue, 23 Jun 2015 08:31:59 +0100 Subject: [rt-users] List of Transaction Types Message-ID: <20150623083159.3ba18055@kae.tiger-computing.wbp> Where can I find a list of transaction types? I found http://requesttracker.wikia.com/wiki/Transaction, but that appears to be old or incomplete (for example, it doesn't include SetWatcher). Thanks, Keith From max.deasy at southwestern.ie Tue Jun 23 05:20:02 2015 From: max.deasy at southwestern.ie (Moose) Date: Tue, 23 Jun 2015 02:20:02 -0700 (MST) Subject: [rt-users] List of Transaction Types In-Reply-To: <20150623083159.3ba18055@kae.tiger-computing.wbp> References: <20150623083159.3ba18055@kae.tiger-computing.wbp> Message-ID: <1435051202458-60209.post@n7.nabble.com> While I don't have a complete list of transaction types for you, I do have a scrip that will write relevant transaction/ticket info to the logs. Condition: On transaction Action: User Defined Template: Blank Stage: TransactionCreate Custom Action Prep Code: $RT::Logger->debug( ">>>> TRANSACTION TYPE: ". $self->TransactionObj->Type ." <<<<\n" ); $RT::Logger->debug( ">>>> TRANSACTION FIELD: ". $self->TransactionObj->Field ." <<<<\n" ); $RT::Logger->debug( ">>>> TRANSACTION CONTENT: ". $self->TransactionObj->Content ." <<<<\n" ); $RT::Logger->debug( ">>>> TRANSACTION OLD VALUE: ". $self->TransactionObj->OldValue ." <<<<\n" ); $RT::Logger->debug( ">>>> TRANSACTION NEW VALUE: ". $self->TransactionObj->NewValue ." <<<<\n" ); $RT::Logger->debug( ">>>> TICKET QUEUE : ". $self->TicketObj->QueueObj->Name ." <<<<\n" ); $RT::Logger->debug( ">>>> TICKET ID: ". $self->TicketObj->Id ." <<<<\n" ); -- View this message in context: http://requesttracker.8502.n7.nabble.com/List-of-Transaction-Types-tp60208p60209.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From armhamer at uw.edu Tue Jun 23 11:36:36 2015 From: armhamer at uw.edu (Armin Liedtke) Date: Tue, 23 Jun 2015 15:36:36 +0000 Subject: [rt-users] Can't call method warn for RT-Extension-Assets-Import-CSV In-Reply-To: <8883B1C9-2D98-4B72-B339-25C75E1C48F3@backblaze.com> References: <8883B1C9-2D98-4B72-B339-25C75E1C48F3@backblaze.com> Message-ID: Just to double check, you commented out line 954, or something else? Thanks, Armin From: Aaron McCormack [mailto:aaron at backblaze.com] Sent: Monday, June 22, 2015 4:58 PM To: Armin Liedtke Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Can't call method warn for RT-Extension-Assets-Import-CSV I'm also seeing this message after some upgrades today. I upgraded: RT 4.2.6 -> 4.2.11 RT::Extension::Assets 1.0.2 => 1.05 RT::Extension::Assets::Import::CSV 1.3 (did not upgrade) I have my log level set to critical and since this function looks to be for troubleshooting deprecations with log level warn, I commented it out for now and the imports proceed as normal. Aaron On Jun 22, 2015, at 2:12 PM, Armin Liedtke > wrote: Hello, I?m experiencing some issues trying to import items into RT Assets. I have: RT 4.2.11 RT::Extension::Assets 1.05 RT::Extension::Assets::Import::CSV 1.4 I get an error: Can't call method "warn" on an undefined value at /var/home/uwb/libraryrt.uwb.edu/rt/lib/RT.pm line 954. I?m wondering if anyone else has seen this or has any quick fixes for it. I have done testing with the data I?m important and that doesn?t see to fix it. I have run ?debug but get same error. Even though I would like to use the import I don?t have to today, but If I don?t at least start this conversation now, then I will be several days later before I do. If there is a better place to send this like a bug reporting page, feel free to let me know that as well. Thanks, Armin Armin Liedtke Senior Computer Specialist UWB-CC Campus Library armhamer at uw.edu 425-352-5428 -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Tue Jun 23 12:24:18 2015 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 23 Jun 2015 11:24:18 -0500 Subject: [rt-users] Comment In-Reply-To: <54B02CD784365C4DAF3841D1FDC76328398DBD4B@EXCHANGE.osborne.local> References: <54B02CD784365C4DAF3841D1FDC76328398DBD4B@EXCHANGE.osborne.local> Message-ID: On Wed, Jun 17, 2015 at 12:57 PM, Daniel Moore wrote: > Hello, > > > > Is there anyway to take the "comment" directly out of lifecycle for the > Tickets? > Yep. https://bestpractical.com/docs/rt/latest/customizing/lifecycles.html You can copy the default lifecycle from RT_Config.pm and then edit to your desire and store in SiteConfig. -m -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron at backblaze.com Tue Jun 23 13:19:52 2015 From: aaron at backblaze.com (Aaron McCormack) Date: Tue, 23 Jun 2015 10:19:52 -0700 Subject: [rt-users] Can't call method warn for RT-Extension-Assets-Import-CSV In-Reply-To: References: <8883B1C9-2D98-4B72-B339-25C75E1C48F3@backblaze.com> Message-ID: Sorry I wasn't clear... Yes, just the logging on line 954 so that it reads: #RT->Logger->$loglevel($msg); This isn't a proper solution, but is working for me temporarily. Aaron > On Jun 23, 2015, at 8:36 AM, Armin Liedtke wrote: > > Just to double check, you commented out line 954, or something else? > Thanks, > > Armin > > From: Aaron McCormack [mailto:aaron at backblaze.com] > Sent: Monday, June 22, 2015 4:58 PM > To: Armin Liedtke > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Can't call method warn for RT-Extension-Assets-Import-CSV > > I'm also seeing this message after some upgrades today. > > I upgraded: > RT 4.2.6 -> 4.2.11 > RT::Extension::Assets 1.0.2 => 1.05 > RT::Extension::Assets::Import::CSV 1.3 (did not upgrade) > > I have my log level set to critical and since this function looks to be for troubleshooting deprecations with log level warn, I commented it out for now and the imports proceed as normal. > > Aaron > > > On Jun 22, 2015, at 2:12 PM, Armin Liedtke > wrote: > > Hello, > > I?m experiencing some issues trying to import items into RT Assets. I have: > RT 4.2.11 > RT::Extension::Assets 1.05 > RT::Extension::Assets::Import::CSV 1.4 > > I get an error: > Can't call method "warn" on an undefined value at /var/home/uwb/libraryrt.uwb.edu/rt/lib/RT.pm line 954. > > I?m wondering if anyone else has seen this or has any quick fixes for it. I have done testing with the data I?m important and that doesn?t see to fix it. > I have run ?debug but get same error. > > Even though I would like to use the import I don?t have to today, but If I don?t at least start this conversation now, then I will be several days later before I do. > > If there is a better place to send this like a bug reporting page, feel free to let me know that as well. > > Thanks, > > Armin > > > Armin Liedtke > Senior Computer Specialist > UWB-CC Campus Library > armhamer at uw.edu > 425-352-5428 -------------- next part -------------- An HTML attachment was scrubbed... URL: From rtusers-20090205 at billmail.scconsult.com Tue Jun 23 18:56:20 2015 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Tue, 23 Jun 2015 18:56:20 -0400 Subject: [rt-users] Comment In-Reply-To: <54B02CD784365C4DAF3841D1FDC76328398DBD4B@EXCHANGE.osborne.local> References: <54B02CD784365C4DAF3841D1FDC76328398DBD4B@EXCHANGE.osborne.local> Message-ID: On 17 Jun 2015, at 13:57, Daniel Moore wrote: > Hello, > > Is there anyway to take the "comment" directly out of lifecycle for > the Tickets? I have been able to rename some things but we do not want > users commenting on Tickets since the default behavior for a comment > is to not reply or send emails at all. > > We want users to be only click "reply" when they are replying to their > ticket. > > Please let me know if this is possible. It can be handled as a Rights issue, if you want to use Comments as designed (i.e. to be a private channel in a ticket for staff...) A user without the "CommentOnTicket" Right ("Comment on tickets" in the "General rights" tab of the modern Rights screens) for a ticket is not shown any UI offering to let them do that, and any user without the "ShowTicketComments" Right ("View ticket private commentary" in the "Rights for Staff" tab) for a ticket sees none of the Comments. The RT deployments I've wrangled have all managed those Rights based on global and per-Queue Group Rights. Sites obviously vary in their preferences or there wouldn't be so many ways to twiddle so many Rights, but *generally* the pattern I follow is that the AdminCc and Owner roles get the two Comment Rights at the Global Group Rights level, with none of the System groups (Everyone/Priv./Unpriv.) or other roles having them at that level. User Groups with a need for special oversight privileges (e.g. "Executive Management") may also get those rights at the Global Group Rights level. Individual Queues then don't need those Rights assigned to any of the System or Role "Groups" and in most cases don't need them granted to any User Groups either, as the appropriate users (e.g. staff members working the tickets) get them by way of being in an Owner or AdminCc role for the Queue. Of course you COULD create a custom lifecycle that removes the Comment action entirely and remove the feature of a private commentary side of tickets from RT entirely. Speaking only for myself and not for any company I've ever used RT at, I think that would be a terrible functional impairment and a destroyer of morale, as the comments in tickets (unseen by Requestors & Cc, a.k.a. "Those Who Are Always Right") can be both useful AND entertaining. In *principle* I mostly use Comments to document arcane technical process details of possible interest to my fellow staff members who may need to pick up where I leave off, but that is often supplemented with warnings/tips/incident documentation regarding the interpersonal facets of handling requests. (no examples will be provided) > Please do not try to sell me a book. Aw shucks, I've got a bunch of old paperbacks in boxes I need to get rid of, mostly old SF I haven't reread in decades... :) But seriously, the issue of Comments vs Replies is one that I've seen a lot of confusion about over 15 years of using RT. While I have no idea whether The Book (which I don't own) discusses it, I'm pretty sure I've seen it covered in BP's online documentation but it's clearly not explained well enough. The RT4 Rights UI helps a little by putting "View ticket private commentary" in the "Rights for Staff" tab, but if you're using an organically evolved RT where Rights haven't been managed fastidiously from the start, it is easy to miss the concept that Comments are designed to be an entirely different thing from Replies. From chrilde at gmail.com Wed Jun 24 05:12:48 2015 From: chrilde at gmail.com (Chrilly Cheng) Date: Wed, 24 Jun 2015 17:12:48 +0800 Subject: [rt-users] Unable to grant Status changes rights to user Message-ID: Hi All, I was trying to create a new lifecycle based on our workflow. It works until I try to set some Status changes rights in config file. I cannot grant those rights to any user or group with root permission. I'm using 4.0.7 version. I copied the error log and my settings at below, please someone kindly help to check on it, thanks a lot. I was unable to grant 'Update ticket to inactive' rights. Error log: [error]: Invalid right. Couldn't canonicalize right 'Reopen Case' (/usr/share/request-tracker4/lib/RT/ACE.pm:410) [error]: Invalid right. Couldn't canonicalize right 'Update ticket to inactive' (/usr/share/request-tracker4/lib/RT/ACE.pm:410) [error]: Invalid right. Couldn't canonicalize right 'AutoSet by Crontool task(' (/usr/share/request-tracker4/lib/RT/ACE.pm:410) [warn]: Tried to revoke the invalid right 'Reopen Case', ignoring it. (/usr/share/request-tracker4/lib/RT/Principal.pm:217) [warn]: Tried to revoke the invalid right 'Update ticket to inactive', ignoring it. (/usr/share/request-tracker4/lib/RT/Principal.pm:217) [warn]: Tried to revoke the invalid right 'AutoSet by Crontool task(', ignoring it. (/usr/share/request-tracker4/lib/RT/Principal.pm:217) Here is the lifecycle setting: Set(%Lifecycles, # modify the default lifecycle newlifecycle => { # All the appropriate ticket statuses initial => [ 'InProgress' ], active => [ 'PeerReviewed','WaitingforApproval','Scheduled','ScheduledTimePassed' ], inactive => [ 'ChangeCompleted','ChangeUnsuccessful','ChangeBackedOut','DidNotStart' ], # Default ticket statuses for certain actions defaults => { on_create => 'InProgress', }, # Status change restrictions transitions => { 'InProgress' => [qw(PeerReviewed)], 'PeerReviewed' => [qw(WaitingforApproval)], 'WaitingforApproval' => [qw(InProgress Scheduled)], 'Scheduled' => [qw(InProgress ScheduledTimePassed)], 'ScheduledTimePassed' => [qw(ChangeCompleted ChangeUnsuccessful ChangeBackedOut DidNotStart)], }, # Rights for different actions rights => { # These rights are in the default lifecycle 'WaitingforApproval -> Scheduled' => 'Right to approve ticket', '* -> InProgress' => 'Right to unapprove ticket', 'Scheduled -> ScheduledTimePassed' => 'AutoSet by Crontool task(Do not grant)', 'ScheduledTimePassed -> *' => 'Update ticket to inactive status', }, # Actions for the web UI actions => [ 'InProgress -> PeerReviewed' => { label => 'Peer Review Completed', update => 'Comment', }, 'PeerReviewed -> WaitingforApproval' => { label => 'Submit for Approval', update => 'Correspond', }, 'WaitingforApproval -> Scheduled' => { label => 'Approve it', update => 'Commment', }, 'WaitingforApproval -> InProgress' => { label => 'Unapprove it', update => 'Comment', }, 'Scheduled -> InProgress'=> { label => 'Unapprove it', update => 'Correpond', }, 'ScheduledTimePassed -> ChangeCompleted' => { label => 'Change Completed Successfully', update => 'Comment', }, 'ScheduledTimePassed -> ChangeUnsuccessful' => { label => 'Change Unsuccessful', update => 'Comment', }, 'ScheduledTimePassed -> ChangeBackedOut' => { label => 'Change Backed Out', update => 'Comment', }, 'ScheduledTimePassed -> DidNotStart' => { label => 'Did Not Start', update => 'Comment', }, ], }, # Status mapping different lifecycles __maps__ => { 'default -> newlifecycle' => { 'new' => 'InProgress', 'open' => 'WaitingforApproval', 'stalled' => 'Scheduled', 'resolved' => 'ChangeCompleted', 'rejected' => 'ChangeBackedOut', 'deleted' => 'DidNotStart', }, 'newlifecycle -> default' => { 'InProgress' => 'new', 'PeerReviewed' => 'open', 'WaitingforApproval' => 'open', 'Scheduled' => 'open', 'ScheduledTimePassed' => 'open', 'ChangeCompleted' => 'resolved', 'ChangeUnsuccessful' => 'resolved', 'ChangeBackedOut' => 'rejected', 'DidNotStart' => 'rejected' }, }, ); Any comments would be appreciated, thanks a lot. BR, Chrilly -------------- next part -------------- An HTML attachment was scrubbed... URL: From chrilde at gmail.com Wed Jun 24 08:28:23 2015 From: chrilde at gmail.com (Chrilly Cheng) Date: Wed, 24 Jun 2015 20:28:23 +0800 Subject: [rt-users] Unable to grant Status changes rights to user In-Reply-To: References: Message-ID: Any suggest please? BR, Chrilly On Wed, Jun 24, 2015 at 5:12 PM, Chrilly Cheng wrote: > Hi All, > > I was trying to create a new lifecycle based on our workflow. It works > until I try to set some Status changes rights in config file. I cannot > grant those rights to any user or group with root permission. I'm using > 4.0.7 version. I copied the error log and my settings at below, please > someone kindly help to check on it, thanks a lot. > > I was unable to grant 'Update ticket to inactive' rights. > Error log: > [error]: Invalid right. Couldn't canonicalize right 'Reopen Case' > (/usr/share/request-tracker4/lib/RT/ACE.pm:410) > [error]: Invalid right. Couldn't canonicalize right 'Update ticket to > inactive' (/usr/share/request-tracker4/lib/RT/ACE.pm:410) > [error]: Invalid right. Couldn't canonicalize right 'AutoSet by Crontool > task(' (/usr/share/request-tracker4/lib/RT/ACE.pm:410) > [warn]: Tried to revoke the invalid right 'Reopen Case', ignoring it. > (/usr/share/request-tracker4/lib/RT/Principal.pm:217) > [warn]: Tried to revoke the invalid right 'Update ticket to inactive', > ignoring it. (/usr/share/request-tracker4/lib/RT/Principal.pm:217) > [warn]: Tried to revoke the invalid right 'AutoSet by Crontool task(', > ignoring it. (/usr/share/request-tracker4/lib/RT/Principal.pm:217) > > Here is the lifecycle setting: > Set(%Lifecycles, > > # modify the default lifecycle > newlifecycle => { > # All the appropriate ticket statuses > initial => [ 'InProgress' ], > active => [ > 'PeerReviewed','WaitingforApproval','Scheduled','ScheduledTimePassed' ], > inactive => [ > 'ChangeCompleted','ChangeUnsuccessful','ChangeBackedOut','DidNotStart' ], > > # Default ticket statuses for certain actions > defaults => { > on_create => 'InProgress', > }, > > # Status change restrictions > transitions => { > 'InProgress' => [qw(PeerReviewed)], > 'PeerReviewed' => [qw(WaitingforApproval)], > 'WaitingforApproval' => [qw(InProgress Scheduled)], > 'Scheduled' => [qw(InProgress > ScheduledTimePassed)], > 'ScheduledTimePassed' => [qw(ChangeCompleted > ChangeUnsuccessful ChangeBackedOut DidNotStart)], > }, > > # Rights for different actions > rights => { > > # These rights are in the default lifecycle > 'WaitingforApproval -> Scheduled' => 'Right to > approve ticket', > '* -> InProgress' => 'Right to > unapprove ticket', > 'Scheduled -> ScheduledTimePassed' => 'AutoSet by > Crontool task(Do not grant)', > 'ScheduledTimePassed -> *' => 'Update ticket > to inactive status', > }, > > # Actions for the web UI > actions => [ > 'InProgress -> PeerReviewed' => { > label => 'Peer Review Completed', > update => 'Comment', > }, > 'PeerReviewed -> WaitingforApproval' => { > label => 'Submit for Approval', > update => 'Correspond', > }, > 'WaitingforApproval -> Scheduled' => { > label => 'Approve it', > update => 'Commment', > }, > 'WaitingforApproval -> InProgress' => { > label => 'Unapprove it', > update => 'Comment', > }, > 'Scheduled -> InProgress'=> { > label => 'Unapprove it', > update => 'Correpond', > }, > 'ScheduledTimePassed -> ChangeCompleted' => { > label => 'Change Completed Successfully', > update => 'Comment', > }, > 'ScheduledTimePassed -> ChangeUnsuccessful' => { > label => 'Change Unsuccessful', > update => 'Comment', > }, > 'ScheduledTimePassed -> ChangeBackedOut' => { > label => 'Change Backed Out', > update => 'Comment', > }, > 'ScheduledTimePassed -> DidNotStart' => { > label => 'Did Not Start', > update => 'Comment', > }, > ], > }, > # Status mapping different lifecycles > __maps__ => { > 'default -> newlifecycle' => { > 'new' => 'InProgress', > 'open' => 'WaitingforApproval', > 'stalled' => 'Scheduled', > 'resolved' => 'ChangeCompleted', > 'rejected' => 'ChangeBackedOut', > 'deleted' => 'DidNotStart', > }, > 'newlifecycle -> default' => { > 'InProgress' => 'new', > 'PeerReviewed' => 'open', > 'WaitingforApproval' => 'open', > 'Scheduled' => 'open', > 'ScheduledTimePassed' => 'open', > 'ChangeCompleted' => 'resolved', > 'ChangeUnsuccessful' => 'resolved', > 'ChangeBackedOut' => 'rejected', > 'DidNotStart' => 'rejected' > }, > }, > ); > > Any comments would be appreciated, thanks a lot. > > > BR, > Chrilly > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Armen.Tashjian at sce.com Wed Jun 24 15:51:07 2015 From: Armen.Tashjian at sce.com (Armen Tashjian) Date: Wed, 24 Jun 2015 19:51:07 +0000 Subject: [rt-users] Issue with scrip order conditions. Message-ID: I have a few scrips on a specific queue. The first few are "On Create" scrips, and the very last scrip is a "On Transaction" scrip. >From what I can see, the "On Transaction" scrip is executing before the scrips that appear before it. Is there a way to force scrips to run in order regardless of the condition? -------------- next part -------------- An HTML attachment was scrubbed... URL: From chrilde at gmail.com Thu Jun 25 09:38:32 2015 From: chrilde at gmail.com (Chrilly Cheng) Date: Thu, 25 Jun 2015 21:38:32 +0800 Subject: [rt-users] Unable to grant Status changes rights to user In-Reply-To: References: Message-ID: Hi All, I tried this lifecycle on a new installed RT, it still has the same problem. I cannot find any clue of it. Please help! BR, Chrilly On Wed, Jun 24, 2015 at 5:12 PM, Chrilly Cheng wrote: > Hi All, > > I was trying to create a new lifecycle based on our workflow. It works > until I try to set some Status changes rights in config file. I cannot > grant those rights to any user or group with root permission. I'm using > 4.0.7 version. I copied the error log and my settings at below, please > someone kindly help to check on it, thanks a lot. > > I was unable to grant 'Update ticket to inactive' rights. > Error log: > [error]: Invalid right. Couldn't canonicalize right 'Reopen Case' > (/usr/share/request-tracker4/lib/RT/ACE.pm:410) > [error]: Invalid right. Couldn't canonicalize right 'Update ticket to > inactive' (/usr/share/request-tracker4/lib/RT/ACE.pm:410) > [error]: Invalid right. Couldn't canonicalize right 'AutoSet by Crontool > task(' (/usr/share/request-tracker4/lib/RT/ACE.pm:410) > [warn]: Tried to revoke the invalid right 'Reopen Case', ignoring it. > (/usr/share/request-tracker4/lib/RT/Principal.pm:217) > [warn]: Tried to revoke the invalid right 'Update ticket to inactive', > ignoring it. (/usr/share/request-tracker4/lib/RT/Principal.pm:217) > [warn]: Tried to revoke the invalid right 'AutoSet by Crontool task(', > ignoring it. (/usr/share/request-tracker4/lib/RT/Principal.pm:217) > > Here is the lifecycle setting: > Set(%Lifecycles, > > # modify the default lifecycle > newlifecycle => { > # All the appropriate ticket statuses > initial => [ 'InProgress' ], > active => [ > 'PeerReviewed','WaitingforApproval','Scheduled','ScheduledTimePassed' ], > inactive => [ > 'ChangeCompleted','ChangeUnsuccessful','ChangeBackedOut','DidNotStart' ], > > # Default ticket statuses for certain actions > defaults => { > on_create => 'InProgress', > }, > > # Status change restrictions > transitions => { > 'InProgress' => [qw(PeerReviewed)], > 'PeerReviewed' => [qw(WaitingforApproval)], > 'WaitingforApproval' => [qw(InProgress Scheduled)], > 'Scheduled' => [qw(InProgress > ScheduledTimePassed)], > 'ScheduledTimePassed' => [qw(ChangeCompleted > ChangeUnsuccessful ChangeBackedOut DidNotStart)], > }, > > # Rights for different actions > rights => { > > # These rights are in the default lifecycle > 'WaitingforApproval -> Scheduled' => 'Right to > approve ticket', > '* -> InProgress' => 'Right to > unapprove ticket', > 'Scheduled -> ScheduledTimePassed' => 'AutoSet by > Crontool task(Do not grant)', > 'ScheduledTimePassed -> *' => 'Update ticket > to inactive status', > }, > > # Actions for the web UI > actions => [ > 'InProgress -> PeerReviewed' => { > label => 'Peer Review Completed', > update => 'Comment', > }, > 'PeerReviewed -> WaitingforApproval' => { > label => 'Submit for Approval', > update => 'Correspond', > }, > 'WaitingforApproval -> Scheduled' => { > label => 'Approve it', > update => 'Commment', > }, > 'WaitingforApproval -> InProgress' => { > label => 'Unapprove it', > update => 'Comment', > }, > 'Scheduled -> InProgress'=> { > label => 'Unapprove it', > update => 'Correpond', > }, > 'ScheduledTimePassed -> ChangeCompleted' => { > label => 'Change Completed Successfully', > update => 'Comment', > }, > 'ScheduledTimePassed -> ChangeUnsuccessful' => { > label => 'Change Unsuccessful', > update => 'Comment', > }, > 'ScheduledTimePassed -> ChangeBackedOut' => { > label => 'Change Backed Out', > update => 'Comment', > }, > 'ScheduledTimePassed -> DidNotStart' => { > label => 'Did Not Start', > update => 'Comment', > }, > ], > }, > # Status mapping different lifecycles > __maps__ => { > 'default -> newlifecycle' => { > 'new' => 'InProgress', > 'open' => 'WaitingforApproval', > 'stalled' => 'Scheduled', > 'resolved' => 'ChangeCompleted', > 'rejected' => 'ChangeBackedOut', > 'deleted' => 'DidNotStart', > }, > 'newlifecycle -> default' => { > 'InProgress' => 'new', > 'PeerReviewed' => 'open', > 'WaitingforApproval' => 'open', > 'Scheduled' => 'open', > 'ScheduledTimePassed' => 'open', > 'ChangeCompleted' => 'resolved', > 'ChangeUnsuccessful' => 'resolved', > 'ChangeBackedOut' => 'rejected', > 'DidNotStart' => 'rejected' > }, > }, > ); > > Any comments would be appreciated, thanks a lot. > > > BR, > Chrilly > -------------- next part -------------- An HTML attachment was scrubbed... URL: From russell at jonesmail.me Thu Jun 25 11:44:30 2015 From: russell at jonesmail.me (Russell Jones) Date: Thu, 25 Jun 2015 10:44:30 -0500 Subject: [rt-users] Inserting Article via Hotlist results in Refers To link being created in ticket In-Reply-To: <558571FB.80000@jonesmail.me> References: <558571FB.80000@jonesmail.me> Message-ID: <558C21DE.2070405@jonesmail.me> Just wanted to bump this back up in the hopes that someone has an answer :-) On 6/20/2015 9:00 AM, Russell Jones wrote: > Hi all, > > I am using the Article Hotlist feature in order to created canned > replies. I have noticed though that when inserting an Article, a link > to the article that was inserted gets placed in the ticket's "Refers > To" section. > > This is unwanted behavior for our use case and I have not been able to > figure out how to not have RT insert this link. I just want to use it > for canned replies, no links are required. > > Any ideas on how to do this? > > > Thanks! > From jeffrey.pilant at bayer.com Fri Jun 26 13:52:45 2015 From: jeffrey.pilant at bayer.com (Jeffrey Pilant) Date: Fri, 26 Jun 2015 17:52:45 +0000 Subject: [rt-users] RT 4.2.10: Renumber imported tickets Message-ID: <3135BE7DD2D7484C840CDD011A999B7440E2B2E8@MOXCXR.na.bayer.cnb> I am trying to import data from RT 3.8.4 into RT 4.2.10. I first tried to update in place, but that failed. [Ancient version of Ubuntu (9.10, current LTS 14) with ancient Perl and ancient Apache.] I next did a clean install on SUSE (12.2, 64bit), which worked. Now I need to add the old data. I updated the old database by the following steps: make upgrade-database /opt/rt4/etc/upgrade/upgrade-articles /opt/rt4/sbin/rt-validator -check /opt/rt4/sbin/rt-serializer /opt/rt4/sbin/rt-importer This loaded the data, but changed the ticket numbers. How can I get the back to what they were? [Should be no conflicts, but I can handle that separately.] I am running RT on MySQL, and can handle SQL based changes fine. The sbin/rt interface is currently eluding me, as is the perl code interface. If anyone has a complete relationship diagram, I would appreciate it. Best I have found is: http://requesttracker.wikia.com/wiki/File:Rt4-schema-relationships.svg /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 ________________________________________________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From jvdwege at xs4all.nl Fri Jun 26 15:12:50 2015 From: jvdwege at xs4all.nl (Joop) Date: Fri, 26 Jun 2015 21:12:50 +0200 Subject: [rt-users] RT 4.2.10: Renumber imported tickets In-Reply-To: <3135BE7DD2D7484C840CDD011A999B7440E2B2E8@MOXCXR.na.bayer.cnb> References: <3135BE7DD2D7484C840CDD011A999B7440E2B2E8@MOXCXR.na.bayer.cnb> Message-ID: <558DA432.3050006@xs4all.nl> On 26-6-2015 19:52, Jeffrey Pilant wrote: > > I am trying to import data from RT 3.8.4 into RT 4.2.10. > > I first tried to update in place, but that failed. [Ancient version > of Ubuntu (9.10, current LTS 14) with ancient Perl and ancient Apache.] > > I next did a clean install on SUSE (12.2, 64bit), which worked. > > Now I need to add the old data. > > I updated the old database by the following steps: > > make upgrade-database > > /opt/rt4/etc/upgrade/upgrade-articles > > /opt/rt4/sbin/rt-validator ?check > > /opt/rt4/sbin/rt-serializer > > /opt/rt4/sbin/rt-importer > You can import a mysql export from the old version into the new database and then follow the upgrade instruction. So: - install new system, install RT according to the installation manual if you want to check if all is functional also run make initdb. If that works, make dropdb, import the old data and following the upgrade instructions paying attention to the fact that you're using mysql. My memory says that you need some additional steps besides make upgrade-database. Joop -------------- next part -------------- An HTML attachment was scrubbed... URL: From kirby at umbc.edu Sat Jun 27 13:23:17 2015 From: kirby at umbc.edu (Joe Kirby) Date: Sat, 27 Jun 2015 13:23:17 -0400 Subject: [rt-users] Self Service Reports References: Message-ID: <824FEE51-F8C3-48CD-B101-D98189359288@umbc.edu> > I would like the self service reports for open and closed tickets to set desc by ticket id and even though this is our default setting in the config file the self service reports do not seem to use this setting. > Can someone point me in the right direction for adjusting these 2 reports. > > 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 jeffrey.pilant at bayer.com Sun Jun 28 20:26:13 2015 From: jeffrey.pilant at bayer.com (Jeffrey Pilant) Date: Mon, 29 Jun 2015 00:26:13 +0000 Subject: [rt-users] RT 4.2.10: Renumber imported tickets Message-ID: <3135BE7DD2D7484C840CDD011A999B7440E2B41F@MOXCXR.na.bayer.cnb> Joop wrote: >On 26-6-2015 19:52, Jeffrey Pilant wrote: >> I am trying to import data from RT 3.8.4 into RT 4.2.10. >> I first tried to update in place, but that failed. [Ancient version >> of Ubuntu (9.10, current LTS 14) with ancient Perl and ancient Apache.] >> I next did a clean install on SUSE (12.2, 64bit), which worked. >> Now I need to add the old data. >> I updated the old database by the following steps: >> make upgrade-database >> /opt/rt4/etc/upgrade/upgrade-articles >> /opt/rt4/sbin/rt-validator --check >> /opt/rt4/sbin/rt-serializer >> /opt/rt4/sbin/rt-importer >> >You can import a mysql export from the old version into the new database >and then follow the upgrade instruction. >So: >- install new system, install RT according to the installation manual if >you want to check if all is functional also run make initdb. If that >works, make dropdb, import the old data and following the upgrade >instructions paying attention to the fact that you're using mysql. My >memory says that you need some additional steps besides make >upgrade-database. The upgrade-articles is the succeeding step I think you are thinking of. While I did not do "make dropdb", I did "drop database rt4" in mysql, followed by "create database rt4", "use rt4", and "source ". This let the RT4 tools access the old data, allowing the upgrade-database and upgrade-articles. The serializer exported the data to a neutral xml format. I then reset the database back to the clean-install's version I had previously saved. This loaded the old data into the new database, but changed the ticket numbers. I need the old numbers. How can I get the back to what they were? /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 jvdwege at xs4all.nl Mon Jun 29 02:43:44 2015 From: jvdwege at xs4all.nl (Joop) Date: Mon, 29 Jun 2015 08:43:44 +0200 Subject: [rt-users] RT 4.2.10: Renumber imported tickets In-Reply-To: <3135BE7DD2D7484C840CDD011A999B7440E2B41F@MOXCXR.na.bayer.cnb> References: <3135BE7DD2D7484C840CDD011A999B7440E2B41F@MOXCXR.na.bayer.cnb> Message-ID: <5590E920.8040601@xs4all.nl> On 29-6-2015 2:26, Jeffrey Pilant wrote: > Joop wrote: >> On 26-6-2015 19:52, Jeffrey Pilant wrote: >>> I am trying to import data from RT 3.8.4 into RT 4.2.10. >>> I first tried to update in place, but that failed. [Ancient version >>> of Ubuntu (9.10, current LTS 14) with ancient Perl and ancient Apache.] >>> I next did a clean install on SUSE (12.2, 64bit), which worked. >>> Now I need to add the old data. >>> I updated the old database by the following steps: >>> make upgrade-database >>> /opt/rt4/etc/upgrade/upgrade-articles >>> /opt/rt4/sbin/rt-validator --check >>> /opt/rt4/sbin/rt-serializer >>> /opt/rt4/sbin/rt-importer >>> >> You can import a mysql export from the old version into the new database >> and then follow the upgrade instruction. >> So: >> - install new system, install RT according to the installation manual if >> you want to check if all is functional also run make initdb. If that >> works, make dropdb, import the old data and following the upgrade >> instructions paying attention to the fact that you're using mysql. My >> memory says that you need some additional steps besides make >> upgrade-database. > The upgrade-articles is the succeeding step I think you are thinking of. > > While I did not do "make dropdb", I did "drop database rt4" in mysql, followed by "create database rt4", "use rt4", and "source ". This let the RT4 tools access the old data, allowing the upgrade-database and upgrade-articles. Sofar its OK. Your RT instance is usable from here. > The serializer exported the data to a neutral xml format. I then reset the database back to the clean-install's version I had previously saved. > > This loaded the old data into the new database, but changed the ticket numbers. > Why the export, reset, import? There is, sofar as I know, nothing in the upgrade instructions that tells you to do this. Joop From Bradley.Jithoo at fnb.co.za Mon Jun 29 02:43:52 2015 From: Bradley.Jithoo at fnb.co.za (Jithoo, Bradley) Date: Mon, 29 Jun 2015 06:43:52 +0000 Subject: [rt-users] Custom Scripts to delete Emails by Subject line Message-ID: <7E3F75AAFD46574AA9A62227875FD5F1150655@FRGR3D2MX08.services.firstrand.net> Good-day forum, i currently have an issue with RT, whereby i have an email that seems to be stuck in a "loop" and creates a ticket every few minutes, without a user sending an email. I have flushed fetchmail, and rebooted the system however this still persists. Is there any chance i get get some help on a custom script to delete tickets by email subjects, or know where the problem may actually be? Thanks, Regards, Brad To read FirstRand Bank's Disclaimer for this email click on the following address or copy into your Internet browser: https://www.fnb.co.za/disclaimer.html If you are unable to access the Disclaimer, send a blank e-mail to firstrandbankdisclaimer at fnb.co.za and we will send you a copy of the Disclaimer. From rraineyjay at gmail.com Mon Jun 29 06:02:39 2015 From: rraineyjay at gmail.com (Lorraine Johnson) Date: Mon, 29 Jun 2015 10:02:39 +0000 Subject: [rt-users] Custom Scripts to delete Emails by Subject line In-Reply-To: <7E3F75AAFD46574AA9A62227875FD5F1150655@FRGR3D2MX08.services.firstrand.net> References: <7E3F75AAFD46574AA9A62227875FD5F1150655@FRGR3D2MX08.services.firstrand.net> Message-ID: Hello All, Is it possible to assign one ticket to more than one user as well as assign the same ticket to more than one queue? if it's possible how can I achieve that? Thank you Regards Lorraine On Mon, Jun 29, 2015 at 6:43 AM, Jithoo, Bradley wrote: > Good-day forum, > > i currently have an issue with RT, whereby i have an email that seems to > be stuck in a "loop" and creates a ticket every few minutes, without a user > sending an email. I have flushed fetchmail, and rebooted the system however > this still persists. Is there any chance i get get some help on a custom > script to delete tickets by email subjects, or know where the problem may > actually be? > > Thanks, > Regards, > Brad > > > To read FirstRand Bank's Disclaimer for this email click on the following > address or copy into your Internet browser: > https://www.fnb.co.za/disclaimer.html > > If you are unable to access the Disclaimer, send a blank e-mail to > firstrandbankdisclaimer at fnb.co.za and we will send you a copy of the > Disclaimer. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From chrilde at gmail.com Mon Jun 29 08:28:33 2015 From: chrilde at gmail.com (Chrilly Cheng) Date: Mon, 29 Jun 2015 20:28:33 +0800 Subject: [rt-users] Unable to grant Status changes rights to user In-Reply-To: References: Message-ID: Issue resolved by rename the rights. It only supports 25 characters length. BR, Chrilly On Wed, Jun 24, 2015 at 5:12 PM, Chrilly Cheng wrote: > Hi All, > > I was trying to create a new lifecycle based on our workflow. It works > until I try to set some Status changes rights in config file. I cannot > grant those rights to any user or group with root permission. I'm using > 4.0.7 version. I copied the error log and my settings at below, please > someone kindly help to check on it, thanks a lot. > > I was unable to grant 'Update ticket to inactive' rights. > Error log: > [error]: Invalid right. Couldn't canonicalize right 'Reopen Case' > (/usr/share/request-tracker4/lib/RT/ACE.pm:410) > [error]: Invalid right. Couldn't canonicalize right 'Update ticket to > inactive' (/usr/share/request-tracker4/lib/RT/ACE.pm:410) > [error]: Invalid right. Couldn't canonicalize right 'AutoSet by Crontool > task(' (/usr/share/request-tracker4/lib/RT/ACE.pm:410) > [warn]: Tried to revoke the invalid right 'Reopen Case', ignoring it. > (/usr/share/request-tracker4/lib/RT/Principal.pm:217) > [warn]: Tried to revoke the invalid right 'Update ticket to inactive', > ignoring it. (/usr/share/request-tracker4/lib/RT/Principal.pm:217) > [warn]: Tried to revoke the invalid right 'AutoSet by Crontool task(', > ignoring it. (/usr/share/request-tracker4/lib/RT/Principal.pm:217) > > Here is the lifecycle setting: > Set(%Lifecycles, > > # modify the default lifecycle > newlifecycle => { > # All the appropriate ticket statuses > initial => [ 'InProgress' ], > active => [ > 'PeerReviewed','WaitingforApproval','Scheduled','ScheduledTimePassed' ], > inactive => [ > 'ChangeCompleted','ChangeUnsuccessful','ChangeBackedOut','DidNotStart' ], > > # Default ticket statuses for certain actions > defaults => { > on_create => 'InProgress', > }, > > # Status change restrictions > transitions => { > 'InProgress' => [qw(PeerReviewed)], > 'PeerReviewed' => [qw(WaitingforApproval)], > 'WaitingforApproval' => [qw(InProgress Scheduled)], > 'Scheduled' => [qw(InProgress > ScheduledTimePassed)], > 'ScheduledTimePassed' => [qw(ChangeCompleted > ChangeUnsuccessful ChangeBackedOut DidNotStart)], > }, > > # Rights for different actions > rights => { > > # These rights are in the default lifecycle > 'WaitingforApproval -> Scheduled' => 'Right to > approve ticket', > '* -> InProgress' => 'Right to > unapprove ticket', > 'Scheduled -> ScheduledTimePassed' => 'AutoSet by > Crontool task(Do not grant)', > 'ScheduledTimePassed -> *' => 'Update ticket > to inactive status', > }, > > # Actions for the web UI > actions => [ > 'InProgress -> PeerReviewed' => { > label => 'Peer Review Completed', > update => 'Comment', > }, > 'PeerReviewed -> WaitingforApproval' => { > label => 'Submit for Approval', > update => 'Correspond', > }, > 'WaitingforApproval -> Scheduled' => { > label => 'Approve it', > update => 'Commment', > }, > 'WaitingforApproval -> InProgress' => { > label => 'Unapprove it', > update => 'Comment', > }, > 'Scheduled -> InProgress'=> { > label => 'Unapprove it', > update => 'Correpond', > }, > 'ScheduledTimePassed -> ChangeCompleted' => { > label => 'Change Completed Successfully', > update => 'Comment', > }, > 'ScheduledTimePassed -> ChangeUnsuccessful' => { > label => 'Change Unsuccessful', > update => 'Comment', > }, > 'ScheduledTimePassed -> ChangeBackedOut' => { > label => 'Change Backed Out', > update => 'Comment', > }, > 'ScheduledTimePassed -> DidNotStart' => { > label => 'Did Not Start', > update => 'Comment', > }, > ], > }, > # Status mapping different lifecycles > __maps__ => { > 'default -> newlifecycle' => { > 'new' => 'InProgress', > 'open' => 'WaitingforApproval', > 'stalled' => 'Scheduled', > 'resolved' => 'ChangeCompleted', > 'rejected' => 'ChangeBackedOut', > 'deleted' => 'DidNotStart', > }, > 'newlifecycle -> default' => { > 'InProgress' => 'new', > 'PeerReviewed' => 'open', > 'WaitingforApproval' => 'open', > 'Scheduled' => 'open', > 'ScheduledTimePassed' => 'open', > 'ChangeCompleted' => 'resolved', > 'ChangeUnsuccessful' => 'resolved', > 'ChangeBackedOut' => 'rejected', > 'DidNotStart' => 'rejected' > }, > }, > ); > > Any comments would be appreciated, thanks a lot. > > > BR, > Chrilly > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Mon Jun 29 08:48:57 2015 From: ktm at rice.edu (ktm at rice.edu) Date: Mon, 29 Jun 2015 07:48:57 -0500 Subject: [rt-users] Custom Scripts to delete Emails by Subject line In-Reply-To: References: <7E3F75AAFD46574AA9A62227875FD5F1150655@FRGR3D2MX08.services.firstrand.net> Message-ID: <20150629124857.GG3461@aart.rice.edu> On Mon, Jun 29, 2015 at 10:02:39AM +0000, Lorraine Johnson wrote: > Hello All, > > Is it possible to assign one ticket to more than one user as well as assign > the same ticket to more than one queue? if it's possible how can I achieve > that? > > Thank you > > > Regards > Lorraine > Hi Lorraine, There is a single owner for a ticket and likewise a single queue. For additional "owners", you could add them as an AdminCc on the ticket. But it sounds like what you want could be better represented by creating two child tickets of the original ticket, one in each queue with that queue's appropriate owner. Regards, Ken From shawn at bestpractical.com Mon Jun 29 13:57:34 2015 From: shawn at bestpractical.com (Shawn Moore) Date: Mon, 29 Jun 2015 13:57:34 -0400 Subject: [rt-users] Unable to grant Status changes rights to user In-Reply-To: References: Message-ID: <1119CC23-DD02-44B1-885B-8F9EC2FA04ED@bestpractical.com> Hi Chrilly, > 2015/06/29 8:28?Chrilly Cheng ????? > > Issue resolved by rename the rights. It only supports 25 characters length. Thanks for following up with your solution. I?ll see if I can remove that limit in RT, or at least warn about it! > BR, > Chrilly Thanks, Shawn -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 801 bytes Desc: Message signed with OpenPGP using GPGMail URL: From vietnguyen at gmail.com Mon Jun 29 15:01:52 2015 From: vietnguyen at gmail.com (Viet Nguyen) Date: Mon, 29 Jun 2015 12:01:52 -0700 Subject: [rt-users] Ticket reply de-duplication? Message-ID: Hi everyone, Whether we use the mailgateway or responding via the web interface, it appears that the original message is quoted in the body of the reply, which I understand is what is customary for e-mail communication. However, when the reply count increases, the content of each record balloons. It does so to the point that some tickets timeout when attempting to load. Given that RT saves and displays the main messages, it seems that saving the quoted messages in each transaction is redundant. Is there a way to strip the quoted parts of the messages automatically? Thanks, Viet -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Tue Jun 30 09:43:25 2015 From: bbaker at copesan.com (Bryon Baker) Date: Tue, 30 Jun 2015 13:43:25 +0000 Subject: [rt-users] Email Tag Message-ID: Hello all I am working with an automated email process between two systems. The system sending the email requires that the subject line not be change in the response. So I need to remove the [rtname #12234] from the subject line. What is the best way to accomplish this? I have tried both scripts and a template. My current template is as follows. This was my latest attempt to remove the tag. RT-Attach-Message: yes Subject:{my $subject; { my $comapreStr = $Ticket->Subject; my $stringend = index($comapreStr, "]") + 1; $subject = substr $comapreStr, $stringend; $subject = $subject . " Accepted"; } $subject; } {$Transaction->Content()} Thanks in advance for the help. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -------------- next part -------------- An HTML attachment was scrubbed... URL: From jvdwege at xs4all.nl Tue Jun 30 10:53:29 2015 From: jvdwege at xs4all.nl (Joop) Date: Tue, 30 Jun 2015 16:53:29 +0200 Subject: [rt-users] Email Tag In-Reply-To: References: Message-ID: <5592AD69.1040604@xs4all.nl> On 30-6-2015 15:43, Bryon Baker wrote: > > Hello all > > I am working with an automated email process between two systems. The > system sending the email requires that the subject line not be change > in the response. So I need to remove the [rtname #12234] from the > subject line. > > > > What is the best way to accomplish this? I have tried both scripts > and a template. > Others might chime in with better solutions but RT tries very hard to keep ticket replies/comments together. One is using the tag in the subject line, another is using X-Headers. If you add the right header in your template you should be able to remove the tag in the subject line. Regards, Joop -------------- next part -------------- An HTML attachment was scrubbed... URL: From jeffrey.pilant at bayer.com Tue Jun 30 11:06:38 2015 From: jeffrey.pilant at bayer.com (Jeffrey Pilant) Date: Tue, 30 Jun 2015 15:06:38 +0000 Subject: [rt-users] RT 4.2.10: Renumber imported tickets -- solved Message-ID: <3135BE7DD2D7484C840CDD011A999B7440E2C93B@MOXCXR.na.bayer.cnb> Joop wrote: >On 29-6-2015 2:26, Jeffrey Pilant wrote: >> Joop wrote: >>> On 26-6-2015 19:52, Jeffrey Pilant wrote: >>>> I am trying to import data from RT 3.8.4 into RT 4.2.10. >>>> I first tried to update in place, but that failed. [Ancient version >>>> of Ubuntu (9.10, current LTS 14) with ancient Perl and ancient Apache.] >>>> I next did a clean install on SUSE (12.2, 64bit), which worked. >>>> Now I need to add the old data. >>>> I updated the old database by the following steps: >>>> make upgrade-database >>>> /opt/rt4/etc/upgrade/upgrade-articles >>>> /opt/rt4/sbin/rt-validator --check >>>> /opt/rt4/sbin/rt-serializer >>>> /opt/rt4/sbin/rt-importer >>>> >>> You can import a mysql export from the old version into the new database >>> and then follow the upgrade instruction. >>> So: >>> - install new system, install RT according to the installation manual if >>> you want to check if all is functional also run make initdb. If that >>> works, make dropdb, import the old data and following the upgrade >>> instructions paying attention to the fact that you're using mysql. My >>> memory says that you need some additional steps besides make >>> upgrade-database. >> The upgrade-articles is the succeeding step I think you are thinking of. >> >> While I did not do "make dropdb", I did "drop database rt4" in mysql, >> followed by "create database rt4", "use rt4", and "source ". >> This let the RT4 tools access the old data, allowing the upgrade-database >> and upgrade-articles. > >Sofar its OK. Your RT instance is usable from here. > >> The serializer exported the data to a neutral xml format. I then reset >> the database back to the clean-install's version I had previously saved. >> >> This loaded the old data into the new database, but changed the ticket numbers. > >Why the export, reset, import? >There is, sofar as I know, nothing in the upgrade instructions that >tells you to do this. When the initial upgrade-in-place failed, I did not trust the database was properly updated. So I used the export/import to make sure I had good data. Following your suggestion of not doing that, the data seems OK, although I still have lingering doubts. Especially as I get these messages in the Update from /opt/rt4/etc/upgrade/upgrade-articles: * [critical]: Can't locate object method "new" via package "RT::FM::Article" * (perhaps you forgot to load "RT::FM::Article"?) at * lib/RT/Transaction.pm line 1352. (lib/RT.pm:388) * Can't locate object method "new" via package "RT::FM::Article" (perhaps you * forgot to load "RT::FM::Article"?) at lib/RT/Transaction.pm line 1352. I went into mysql to change the existing "RT::FM::Article" entries into "RT::Article", as this seems to be what it was doing. I don't know if it needed to make any other changes after this point. /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 bbaker at copesan.com Tue Jun 30 11:14:03 2015 From: bbaker at copesan.com (Bryon Baker) Date: Tue, 30 Jun 2015 15:14:03 +0000 Subject: [rt-users] Email Tag In-Reply-To: <5592AD69.1040604@xs4all.nl> References: <5592AD69.1040604@xs4all.nl> Message-ID: Is there somewhere I can go to find information about the X-headers? Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Joop Sent: Tuesday, June 30, 2015 9:53 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Email Tag On 30-6-2015 15:43, Bryon Baker wrote: Hello all I am working with an automated email process between two systems. The system sending the email requires that the subject line not be change in the response. So I need to remove the [rtname #12234] from the subject line. What is the best way to accomplish this? I have tried both scripts and a template. Others might chime in with better solutions but RT tries very hard to keep ticket replies/comments together. One is using the tag in the subject line, another is using X-Headers. If you add the right header in your template you should be able to remove the tag in the subject line. Regards, Joop -------------- next part -------------- An HTML attachment was scrubbed... URL: From jvdwege at xs4all.nl Tue Jun 30 13:39:01 2015 From: jvdwege at xs4all.nl (Joop van de Wege) Date: Tue, 30 Jun 2015 19:39:01 +0200 Subject: [rt-users] Email Tag In-Reply-To: References: <5592AD69.1040604@xs4all.nl> Message-ID: <279570F8-0A0F-4D12-A4C3-F61B0941FAB2@xs4all.nl> Bryon Baker schreef op 30 juni 2015 17:14:03 CEST: >Is there somewhere I can go to find information about the X-headers? > For example. serverfault.com/questions/205707/dkim-and-request-tracker-headers Your mail from RT. Joop From jvdwege at xs4all.nl Tue Jun 30 14:42:35 2015 From: jvdwege at xs4all.nl (Joop) Date: Tue, 30 Jun 2015 20:42:35 +0200 Subject: [rt-users] RT 4.2.10: Renumber imported tickets -- solved In-Reply-To: <3135BE7DD2D7484C840CDD011A999B7440E2C93B@MOXCXR.na.bayer.cnb> References: <3135BE7DD2D7484C840CDD011A999B7440E2C93B@MOXCXR.na.bayer.cnb> Message-ID: <5592E31B.6060100@xs4all.nl> On 30-6-2015 17:06, Jeffrey Pilant wrote: > Joop wrote: >> On 29-6-2015 2:26, Jeffrey Pilant wrote: >>> Joop wrote: >>>> On 26-6-2015 19:52, Jeffrey Pilant wrote: >>>>> I am trying to import data from RT 3.8.4 into RT 4.2.10. >>>>> I first tried to update in place, but that failed. [Ancient version >>>>> of Ubuntu (9.10, current LTS 14) with ancient Perl and ancient Apache.] >>>>> I next did a clean install on SUSE (12.2, 64bit), which worked. >>>>> Now I need to add the old data. >>>>> I updated the old database by the following steps: >>>>> make upgrade-database >>>>> /opt/rt4/etc/upgrade/upgrade-articles >>>>> /opt/rt4/sbin/rt-validator --check >>>>> /opt/rt4/sbin/rt-serializer >>>>> /opt/rt4/sbin/rt-importer >>>>> >>>> You can import a mysql export from the old version into the new database >>>> and then follow the upgrade instruction. >>>> So: >>>> - install new system, install RT according to the installation manual if >>>> you want to check if all is functional also run make initdb. If that >>>> works, make dropdb, import the old data and following the upgrade >>>> instructions paying attention to the fact that you're using mysql. My >>>> memory says that you need some additional steps besides make >>>> upgrade-database. >>> The upgrade-articles is the succeeding step I think you are thinking of. >>> >>> While I did not do "make dropdb", I did "drop database rt4" in mysql, >>> followed by "create database rt4", "use rt4", and "source ". >>> This let the RT4 tools access the old data, allowing the upgrade-database >>> and upgrade-articles. >> Sofar its OK. Your RT instance is usable from here. >> >>> The serializer exported the data to a neutral xml format. I then reset >>> the database back to the clean-install's version I had previously saved. >>> >>> This loaded the old data into the new database, but changed the ticket numbers. >> Why the export, reset, import? >> There is, sofar as I know, nothing in the upgrade instructions that >> tells you to do this. > When the initial upgrade-in-place failed, I did not trust the database > was properly updated. So I used the export/import to make sure I had > good data. > > Following your suggestion of not doing that, the data seems OK, although > I still have lingering doubts. Especially as I get these messages in the > Update from /opt/rt4/etc/upgrade/upgrade-articles: > * [critical]: Can't locate object method "new" via package "RT::FM::Article" > * (perhaps you forgot to load "RT::FM::Article"?) at > * lib/RT/Transaction.pm line 1352. (lib/RT.pm:388) > * Can't locate object method "new" via package "RT::FM::Article" (perhaps you > * forgot to load "RT::FM::Article"?) at lib/RT/Transaction.pm line 1352. > > I went into mysql to change the existing "RT::FM::Article" entries into > "RT::Article", as this seems to be what it was doing. I don't know if > it needed to make any other changes after this point. > > Have a look at the upgrade-articles script and see if other things might be missing. From the above it looks like the 'update links' step didn't work out OK. Joop From romanmassey at gmail.com Tue Jun 30 18:46:44 2015 From: romanmassey at gmail.com (Roman Massey) Date: Tue, 30 Jun 2015 15:46:44 -0700 Subject: [rt-users] How to get latest transactions regardless of ticket? Message-ID: Hey does anyone have a script or any idea how to fetch latest transactions regardless of ticket? Can?t find any good docs on how to use the RT::Transactions method. Trying to do a ?Facebook feed? of latest transactions for the dashboard. P.S. This community is awesome and I have a lot of scripts and mods I want to share to give back for all the help I?ve received here. Where is the best place to share this? Thanks!! --? Roman Massey -------------- next part -------------- An HTML attachment was scrubbed... URL: