From aaron at guise.net.nz  Sun Mar  1 18:44:16 2015
From: aaron at guise.net.nz (Aaron Guise)
Date: Mon, 2 Mar 2015 12:44:16 +1300
Subject: [rt-users] Login in unix
In-Reply-To: <1424725583.84540.YahooMailMobile@web162601.mail.bf1.yahoo.com>
References: <1424725583.84540.YahooMailMobile@web162601.mail.bf1.yahoo.com>
Message-ID: <BLU173-W4459C52BB82227A3DFA82BBB130@phx.gbl>


You cannot.  The users created in the Web UI are only for RT.  To login to *NIX you need to create the user at the OS level.

Of course you could do the user creation with a scrip once the user is created.  Not sure I would though as personally I prefer to closely control whom gets access to my systems.

--
Aaron
Date: Mon, 23 Feb 2015 13:06:23 -0800
From: sshguard at ymail.com
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Login in unix

Hi
How can i login in unix with a user that is created in RT's web interface? 		 	   		  
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From alex at peters.net  Sun Mar  1 22:46:52 2015
From: alex at peters.net (Alex Peters)
Date: Mon, 02 Mar 2015 03:46:52 +0000
Subject: [rt-users] Send mail to create a ticket (error)
References: <002701d03bd6$d79e99c0$86dbcd40$@tekprovider.net>
Message-ID: <CAFdkmptEXE_dbBeJ3vjSMOhhUto-APP=tf-sr8NvjTTAxxx_tg@mail.gmail.com>

You must configure your mail server to forward incoming mail to the
rt-mailgate script.  Have you done this?  If so, what do the mail server
logs and RT's logs say?

On Fri, 30 Jan 2015 at 02:18 Marisol Rojas <mrojas at tekprovider.net> wrote:

>
>
> Good day,
>
> To request your help to know why not make sending emails to create a new
> ticket and in updating data and answer the ticket.
>
> We are just beginning to know RT version we are currently to implement is
> the 4.2.9, I hope we can support.
>
> Thanks, Greetings !!
>
>
>
>
>
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From kobus.bensch at trustpayglobal.com  Mon Mar  2 04:21:44 2015
From: kobus.bensch at trustpayglobal.com (Kobus Bensch)
Date: Mon, 02 Mar 2015 09:21:44 +0000
Subject: [rt-users] Login in unix
In-Reply-To: <BLU173-W4459C52BB82227A3DFA82BBB130@phx.gbl>
References: <1424725583.84540.YahooMailMobile@web162601.mail.bf1.yahoo.com>
 <BLU173-W4459C52BB82227A3DFA82BBB130@phx.gbl>
Message-ID: <54F42BA8.2020104@trustpayglobal.com>

I'd question the reason for this.

On 01/03/2015 23:44, Aaron Guise wrote:
>
> You cannot.  The users created in the Web UI are only for RT. To login 
> to *NIX you need to create the user at the OS level.
>
> Of course you could do the user creation with a scrip once the user is 
> created.  Not sure I would though as personally I prefer to closely 
> control whom gets access to my systems.
>
> --
> Aaron
> ------------------------------------------------------------------------
> Date: Mon, 23 Feb 2015 13:06:23 -0800
> From: sshguard at ymail.com
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Login in unix
>
> Hi
> How can i login in unix with a user that is created in RT's web interface?
>

-- 
Kobus Bensch Trustpay Global LTD email signature Kobus Bensch
Senior Systems Administrator
Address:  22 & 24 | Frederick Sanger Road | Guildford | Surrey | GU2 7YD
DDI:  0207 871 3958
Tel:  0207 871 3890
Email: kobus.bensch at trustpayglobal.com 
<mailto:kobus.bensch at trustpayglobal.com>

-- 


Trustpay Global Limited is an authorised Electronic Money Institution 
regulated by the Financial Conduct Authority registration number 900043. 
Company No 07427913 Registered in England and Wales with registered address 
130 Wood Street, London, EC2V 6DL, United Kingdom.

For further details please visit our website at www.trustpayglobal.com.

The information in this email and any attachments are confidential and 
remain the property of Trustpay Global Ltd unless agreed by contract. It is 
intended solely for the person to whom or the entity to which it is 
addressed. If you are not the intended recipient you may not use, disclose, 
copy, distribute, print or rely on the content of this email or its 
attachments. If this email has been received by you in error please advise 
the sender and delete the email from your system. Trustpay Global Ltd does 
not accept any liability for any personal view expressed in this message.
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From sven.sternberger at desy.de  Mon Mar  2 04:37:59 2015
From: sven.sternberger at desy.de (Sternberger, Sven)
Date: Mon, 2 Mar 2015 10:37:59 +0100 (CET)
Subject: [rt-users] RT customize SendEmail.pm
In-Reply-To: <CAFdkmpuakvp8FUm5LqOXkG_JaOkQuUMFsRd4KEeVnZj1Wb95Mw@mail.gmail.com>
References: <2144528013.230366.1422438032446.JavaMail.zimbra@desy.de> 
 <388625993.2300475.1424426988295.JavaMail.zimbra@desy.de> 
 <CAFdkmpuakvp8FUm5LqOXkG_JaOkQuUMFsRd4KEeVnZj1Wb95Mw@mail.gmail.com>
Message-ID: <126245254.307696.1425289079111.JavaMail.zimbra@desy.de>

Hi! 

this sounds good but I can't find it in the UI. Your are probably not referring 
the "rt-email-group-admin" command and a static configuration. 

regards! 

Sven 

> Von: "Alex Peters" <alex at peters.net>

> For posterity, RT v4.2.10 introduces the ability to add groups as requestors. If
> I understand this thread correctly ("a group of people belonging to another
> queue are requesting work in this queue"), RT v4.2.10 should allow the desired
> behaviour without code modifications.
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From sven.sternberger at desy.de  Mon Mar  2 04:52:32 2015
From: sven.sternberger at desy.de (Sternberger, Sven)
Date: Mon, 2 Mar 2015 10:52:32 +0100 (CET)
Subject: [rt-users] RT customize SendEmail.pm
In-Reply-To: <126245254.307696.1425289079111.JavaMail.zimbra@desy.de>
References: <2144528013.230366.1422438032446.JavaMail.zimbra@desy.de> 
 <388625993.2300475.1424426988295.JavaMail.zimbra@desy.de> 
 <CAFdkmpuakvp8FUm5LqOXkG_JaOkQuUMFsRd4KEeVnZj1Wb95Mw@mail.gmail.com> 
 <126245254.307696.1425289079111.JavaMail.zimbra@desy.de>
Message-ID: <74138402.327648.1425289952021.JavaMail.zimbra@desy.de>

Ah ok I finally found it, I have to create the ticket first, and then I 
can add the group as requestor in the people tab. 

So our user set the requestor when they create the ticket (to 
send them the initial ticket description). 

So is there a way to put the requestor group field into the create page? 

regards! 

Sven 

> Von: "Sternberger, Sven" <sven.sternberger at desy.de>
> An: rt-users at lists.bestpractical.com
> CC: "Alex Peters" <alex at peters.net>
> Gesendet: Montag, 2. M?rz 2015 10:37:59
> Betreff: Re: [rt-users] RT customize SendEmail.pm

> Hi!

> this sounds good but I can't find it in the UI. Your are probably not referring
> the "rt-email-group-admin" command and a static configuration.

> regards!

> Sven

>> Von: "Alex Peters" <alex at peters.net>

>> For posterity, RT v4.2.10 introduces the ability to add groups as requestors. If
>> I understand this thread correctly ("a group of people belonging to another
>> queue are requesting work in this queue"), RT v4.2.10 should allow the desired
>> behaviour without code modifications.
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From fluca1978 at infinito.it  Mon Mar  2 05:54:13 2015
From: fluca1978 at infinito.it (Luca Ferrari)
Date: Mon, 2 Mar 2015 11:54:13 +0100
Subject: [rt-users] ticket rejected still bold in list
In-Reply-To: <CAFdkmpsJRgDMWZKseujGCJVG9XNnG9+sMdujK41dFiO++LdP8w@mail.gmail.com>
References: <CAKoxK+4ih1Uw=YxVw0HOBhf3_ZQ9+H6t-qjQu92NVTO7Cb-x-Q@mail.gmail.com>
 <CAFdkmpsJRgDMWZKseujGCJVG9XNnG9+sMdujK41dFiO++LdP8w@mail.gmail.com>
Message-ID: <CAKoxK+7U0Vo778QffbPK_aK=VHHh2tLjd12gWO-kVD26+KLaVA@mail.gmail.com>

On Sat, Feb 28, 2015 at 4:18 AM, Alex Peters <alex at peters.net> wrote:
> Could you please clarify this question?
>

Looking at the ticket list I can see bold tickets when they are new
and not yet modified, and then grayed once they are opened/commented.
It happened in the past I rejected some tickets directly, and the
ticket is shown still as bold in the search list, so that it seems new
at glance.

Thanks,
Luca


From Calafiore_Jason at bah.com  Mon Mar  2 09:14:20 2015
From: Calafiore_Jason at bah.com (Calafiore, Jason [USA])
Date: Mon, 2 Mar 2015 14:14:20 +0000
Subject: [rt-users] RT 3.8.8 goes down intermittently
Message-ID: <F8195DE3E2DE034B9D7D6349163F48E6473DD6CD@ASHBDAG1M4.resource.ds.bah.com>

Hi,
I am experiencing some issue when RT 3.8.8 is going down intermittently when a user is doing a search. I have been trying to investigate this issue and noticed several strange errors in the /var/log/rt3.log

First, I noticed that the time in this log in 5 hours off. My OS time is set correctly and is connected to our NTP servers. I also noticed in /opt/rt3/etc/RT_Siteconfig.pm that it is set to pull the time from /etc/timezone.

my $zone = "US/Eastern";
$zone=`/bin/cat /etc/timezone`
    if -f "/etc/timezone";
chomp $zone;
Set($Timezone, $zone);


Second, these type of errors show up repeatedly around the time the end-user is experiencing intermittent connection issues.

This error appears several times in the log.
[Mon Mar  2 11:08:53 2015] [crit]: Apache2::RequestIO::print: (103) Software caused connection abort at /usr/lib/perl5/site_perl/5.10.0/HTML/Mason/ApacheHandler.pm line 1019 (/opt/rt3/libexec/webmu
x.pl:79)
[Mon Mar  2 11:08:53 2015] [crit]: Apache2::RequestIO::rflush: (103) Software caused connection abort at /usr/lib/perl5/site_perl/5.10.0/HTML/Mason/ApacheHandler.pm line 1020 (/opt/rt3/libexec/webm
ux.pl:79)

Later on this error appears several times.
[Mon Mar  2 12:34:40 2015] [error]: Impossible to assign the ticket to 3680: That user may not own tickets in that queue ((eval 8596):14)


In addition, this error appeared a few days before during one occurrence, but not with recent incident.
[Fri Feb 27 20:54:43 2015] [error]: Couldn't set date: That is already the current value (/usr/local/share/request-tracker3.8/plugins/RT-IR/lib/RT/Action/RTIR_SetStartedToNow.pm:26)


Any help with understanding these errors would be helpful!

Thank you,
Jason
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From ak7 at rambler.ru  Mon Mar  2 11:46:36 2015
From: ak7 at rambler.ru (Andrey K)
Date: Mon, 2 Mar 2015 19:46:36 +0300
Subject: [rt-users] Asset for RT 1.0.2 and rt-crontool
Message-ID: <1425314796.12241.17337.18112@mail.rambler.ru>


Hi,

I've installed RT 4.2.9 and Asset 1.0.2 and now try to configure it for tech support.

Is it possible to use rt-crontool to change a status of an asset depend on it's custom field?
I'd like to create "Expiration data" custom field to change status of assets if data expired.

How to do this?

Thanks, Andrey
.

From alexmv at bestpractical.com  Mon Mar  2 12:59:15 2015
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Mon, 2 Mar 2015 12:59:15 -0500
Subject: [rt-users] RT 3.8.8 goes down intermittently
In-Reply-To: <F8195DE3E2DE034B9D7D6349163F48E6473DD6CD@ASHBDAG1M4.resource.ds.bah.com>
References: <F8195DE3E2DE034B9D7D6349163F48E6473DD6CD@ASHBDAG1M4.resource.ds.bah.com>
Message-ID: <20150302125915.19e7e30b@umgah.localdomain>

On Mon, 2 Mar 2015 14:14:20 +0000 "Calafiore, Jason [USA]" <Calafiore_Jason at bah.com> wrote:
> I am experiencing some issue when RT 3.8.8

RT 3.8 reached end-of-life nearly a year ago:
http://blog.bestpractical.com/2014/04/rt-38-reaches-end-of-life.html

RT 3.8.8 was released nearly 5 years ago, and has multiple published
security vulnerabilities against it, including SQL injection and
arbitrary execution of code.  Upgrade -- which will also likely fix the
bug you're seeing.

 - Alex


From alexmv at bestpractical.com  Mon Mar  2 13:03:46 2015
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Mon, 2 Mar 2015 13:03:46 -0500
Subject: [rt-users] Asset for RT 1.0.2 and rt-crontool
In-Reply-To: <1425314796.12241.17337.18112@mail.rambler.ru>
References: <1425314796.12241.17337.18112@mail.rambler.ru>
Message-ID: <20150302130346.37d88788@umgah.localdomain>

On Mon, 2 Mar 2015 19:46:36 +0300 "Andrey K" <ak7 at rambler.ru> wrote:
> Is it possible to use rt-crontool to change a status of an asset depend on it's custom field?
> I'd like to create "Expiration data" custom field to change status of assets if data expired.

Assets doesn't have support for triggered actions (scrips) yet.  You
can override the AddCustomFieldValue method on RT::Asset to accomplish
this manually.
 - Alex


From kanarb at ucsc.edu  Mon Mar  2 13:30:04 2015
From: kanarb at ucsc.edu (Bryn Kanar)
Date: Mon, 2 Mar 2015 10:30:04 -0800
Subject: [rt-users] Notify when ticket transferred into queue
In-Reply-To: <CAFdkmpuBxr1gf9dad-4uu10nCMqmjPVqzeJzRXhi+oRsZCteww@mail.gmail.com>
References: <CABRZ2A2_o0wsGJGy2ejYErKL2vE9fafteUayzXqUYpSD7o80bA@mail.gmail.com>
 <CAFdkmpuBxr1gf9dad-4uu10nCMqmjPVqzeJzRXhi+oRsZCteww@mail.gmail.com>
Message-ID: <CABRZ2A1SaJLSAkC1Mc8hvkKm8=mns8iVWU2P+3O6gqrBYreSrA@mail.gmail.com>

Thanks. That turned out to be the right answer.

On Fri, Feb 27, 2015 at 7:22 PM, Alex Peters <alex at peters.net> wrote:

> I'm guessing that your scrip is set to run in "Transaction Create" mode.
>
> By changing your scrip to run in "Transaction Batch" mode, the queue
> change will have already completed.  This should cause "AdminCcs" to refer
> to the correct people when the scrip then runs.
>
> On Thu, 19 Feb 2015 at 05:23 Bryn Kanar <kanarb at ucsc.edu> wrote:
>
>> Hello --
>>
>> I'm trying to figure out how to notify members of a queue when a ticket
>> is transferred into their queue. I've tried using "On Queue Change Notify
>> AdminCcs" but that sends notification to the AdminCcs of the queue the
>> ticket is being transfered FROM. I need to notify AminCcs of the queue the
>> ticket is being transferred INTO. Any suggestions appreciated. Thank you.
>>
>>
>> Bryn Kanar
>> University of California, Santa Cruz
>>
>
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From ak7 at rambler.ru  Mon Mar  2 13:33:12 2015
From: ak7 at rambler.ru (Andrey K)
Date: Mon, 2 Mar 2015 21:33:12 +0300
Subject: [rt-users] Asset for RT 1.0.2 and rt-crontool
In-Reply-To: <20150302130346.37d88788@umgah.localdomain>
References: <20150302130346.37d88788@umgah.localdomain>
Message-ID: <1425321192.626042.20672.39144@mail.rambler.ru>


So, is it impossible to act on assets like tickets from rt-crontool?


> 
> Assets doesn't have support for triggered actions (scrips) yet.  ??You
> can override the AddCustomFieldValue method on RT::Asset to accomplish
> this manually.
>  - Alex
> 
> 

From alex at peters.net  Mon Mar  2 13:53:21 2015
From: alex at peters.net (Alex Peters)
Date: Mon, 02 Mar 2015 18:53:21 +0000
Subject: [rt-users] ticket rejected still bold in list
References: <CAKoxK+4ih1Uw=YxVw0HOBhf3_ZQ9+H6t-qjQu92NVTO7Cb-x-Q@mail.gmail.com>
 <CAFdkmpsJRgDMWZKseujGCJVG9XNnG9+sMdujK41dFiO++LdP8w@mail.gmail.com>
 <CAKoxK+7U0Vo778QffbPK_aK=VHHh2tLjd12gWO-kVD26+KLaVA@mail.gmail.com>
Message-ID: <CAFdkmpuJYG2Sn4_2ubELb96AunAoJeQJwADjdt-mY5hHwfQtoA@mail.gmail.com>

I'm not aware of this functionality at all in stock RT, but I'm keen to
learn more.  Looking forward to other responses to this issue.

On Mon, 2 Mar 2015 9:54 pm Luca Ferrari <fluca1978 at infinito.it> wrote:

> On Sat, Feb 28, 2015 at 4:18 AM, Alex Peters <alex at peters.net> wrote:
> > Could you please clarify this question?
> >
>
> Looking at the ticket list I can see bold tickets when they are new
> and not yet modified, and then grayed once they are opened/commented.
> It happened in the past I rejected some tickets directly, and the
> ticket is shown still as bold in the search list, so that it seems new
> at glance.
>
> Thanks,
> Luca
>
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From alexmv at bestpractical.com  Mon Mar  2 13:54:21 2015
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Mon, 2 Mar 2015 13:54:21 -0500
Subject: [rt-users] Asset for RT 1.0.2 and rt-crontool
In-Reply-To: <1425321192.626042.20672.39144@mail.rambler.ru>
References: <20150302130346.37d88788@umgah.localdomain>
 <1425321192.626042.20672.39144@mail.rambler.ru>
Message-ID: <20150302135421.736ad41f@umgah.localdomain>

On Mon, 2 Mar 2015 21:33:12 +0300 "Andrey K" <ak7 at rambler.ru> wrote:
> So, is it impossible to act on assets like tickets from rt-crontool?

As of now, yes.  rt-crontool is still ticket-centric, in that its
search predicates only return tickets, and its actions are still
Scrips' actions, which assume they act on tickets.

Writing a small amount of code to iterate over assets and modify them
is fairly simple, however.
 - Alex


From andy.law at roslin.ed.ac.uk  Mon Mar  2 14:03:00 2015
From: andy.law at roslin.ed.ac.uk (LAW Andy)
Date: Mon, 2 Mar 2015 19:03:00 +0000
Subject: [rt-users] ticket rejected still bold in list
In-Reply-To: <CAFdkmpuJYG2Sn4_2ubELb96AunAoJeQJwADjdt-mY5hHwfQtoA@mail.gmail.com>
References: <CAKoxK+4ih1Uw=YxVw0HOBhf3_ZQ9+H6t-qjQu92NVTO7Cb-x-Q@mail.gmail.com>
 <CAFdkmpsJRgDMWZKseujGCJVG9XNnG9+sMdujK41dFiO++LdP8w@mail.gmail.com>
 <CAKoxK+7U0Vo778QffbPK_aK=VHHh2tLjd12gWO-kVD26+KLaVA@mail.gmail.com>
 <CAFdkmpuJYG2Sn4_2ubELb96AunAoJeQJwADjdt-mY5hHwfQtoA@mail.gmail.com>
Message-ID: <ECC7CFDD-E2B4-4F6B-B59D-F2F8EB675346@ed.ac.uk>

HTML styling - visited vs unvisited anchors/hrefs.

On 2 Mar 2015, at 18:53, Alex Peters <alex at peters.net<mailto:alex at peters.net>> wrote:


I'm not aware of this functionality at all in stock RT, but I'm keen to learn more.  Looking forward to other responses to this issue.

On Mon, 2 Mar 2015 9:54 pm Luca Ferrari <fluca1978 at infinito.it<mailto:fluca1978 at infinito.it>> wrote:
On Sat, Feb 28, 2015 at 4:18 AM, Alex Peters <alex at peters.net<mailto:alex at peters.net>> wrote:
> Could you please clarify this question?
>

Looking at the ticket list I can see bold tickets when they are new
and not yet modified, and then grayed once they are opened/commented.
It happened in the past I rejected some tickets directly, and the
ticket is shown still as bold in the search list, so that it seems new
at glance.

Thanks,
Luca

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From ak7 at rambler.ru  Mon Mar  2 15:11:50 2015
From: ak7 at rambler.ru (Andrey K)
Date: Mon, 2 Mar 2015 23:11:50 +0300
Subject: [rt-users] Asset for RT 1.0.2 and rt-crontool
In-Reply-To: <20150302130346.37d88788@umgah.localdomain>
References: <20150302130346.37d88788@umgah.localdomain>
Message-ID: <1425327110.411692.11956.56055@mail.rambler.ru>


I don't understand how to do this task if I try to override AddCustomFieldValue method...

Each my asset record have custom field "Expiration date". This field is mandatory and fill in at the moment of creation.
   
I thought if I run each night some tool like rt-crontool I can check this custom field and compare it with current date. If it's expired the status of asset should be changed. 

> Assets doesn't have support for triggered actions (scrips) yet.  ??You
> can override the AddCustomFieldValue method on RT::Asset to accomplish
> this manually.
>  - Alex 

From fluca1978 at infinito.it  Mon Mar  2 15:26:06 2015
From: fluca1978 at infinito.it (Luca Ferrari)
Date: Mon, 2 Mar 2015 21:26:06 +0100
Subject: [rt-users] ticket rejected still bold in list
In-Reply-To: <ECC7CFDD-E2B4-4F6B-B59D-F2F8EB675346@ed.ac.uk>
References: <CAKoxK+4ih1Uw=YxVw0HOBhf3_ZQ9+H6t-qjQu92NVTO7Cb-x-Q@mail.gmail.com>
 <CAFdkmpsJRgDMWZKseujGCJVG9XNnG9+sMdujK41dFiO++LdP8w@mail.gmail.com>
 <CAKoxK+7U0Vo778QffbPK_aK=VHHh2tLjd12gWO-kVD26+KLaVA@mail.gmail.com>
 <CAFdkmpuJYG2Sn4_2ubELb96AunAoJeQJwADjdt-mY5hHwfQtoA@mail.gmail.com>
 <ECC7CFDD-E2B4-4F6B-B59D-F2F8EB675346@ed.ac.uk>
Message-ID: <CAKoxK+5NC7SKLgQXvneu=YHbe4qpBwNr2AeRMhszoDVSWAvHsg@mail.gmail.com>

On Mon, Mar 2, 2015 at 8:03 PM, LAW Andy <andy.law at roslin.ed.ac.uk> wrote:
> HTML styling - visited vs unvisited anchors/hrefs.

Uhm...I don't think so, since to reject I have to visit the ticket anyway.

Luca


From alexmv at bestpractical.com  Mon Mar  2 17:39:09 2015
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Mon, 2 Mar 2015 17:39:09 -0500
Subject: [rt-users] [rt-announce] RT-Extension-Assets 1.04
Message-ID: <20150302173909.11244571@umgah.localdomain>

Assets 1.04 -- 2015-03-02
-------------------------

We are pleased to announce Assets 1.04:

https://download.bestpractical.com/pub/rt/release/RT-Extension-Assets-1.04.tar.gz
https://download.bestpractical.com/pub/rt/release/RT-Extension-Assets-1.04.tar.gz.asc

SHA1 sums

c933c7e8f9779a711021599ab38d3b011d655180 RT-Extension-Assets-1.04.tar.gz
08b6642151c32d172f854f2dd34d508a9b8b69a5 RT-Extension-Assets-1.04.tar.gz.asc

Changes from 1.02:
 * Keep values of date CFs if asset creation fails (due to CF values that fail
   validation, or other reasons)
 * Speed up asset asset searches with multiple limits on the same role;
   this primarily effects installs with the RT-Extension-MergeUsers
   extension installed.

A complete changelog is available from git by running:
    git log 1.02..1.04
or visiting
    https://github.com/bestpractical/rt-extension-assets/compare/1.02...1.04
_______________________________________________
rt-announce mailing list
rt-announce at lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce


From Gaston at huot.me  Mon Mar  2 18:52:17 2015
From: Gaston at huot.me (huotg01)
Date: Mon, 2 Mar 2015 16:52:17 -0700 (MST)
Subject: [rt-users] Loading requests in batch mode ? RT 4.2.9
Message-ID: <1425340337566-59693.post@n7.nabble.com>

As said earlier, I'm now using another tool to manage our requests. With this
other system, it is possible to export all the still opened tickets, with
dates when available.I would like to load, in batch, all these tickets in
RTIs there a way in RT to do that ?In this specific case, would it be better
to choose another program than RT ?Thanks,Gaston



--
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From ktm at rice.edu  Tue Mar  3 14:56:36 2015
From: ktm at rice.edu (ktm at rice.edu)
Date: Tue, 3 Mar 2015 13:56:36 -0600
Subject: [rt-users] Loading requests in batch mode ? RT 4.2.9
In-Reply-To: <1425340337566-59693.post@n7.nabble.com>
References: <1425340337566-59693.post@n7.nabble.com>
Message-ID: <20150303195636.GO1448@aart.rice.edu>

On Mon, Mar 02, 2015 at 04:52:17PM -0700, huotg01 wrote:
> As said earlier, I'm now using another tool to manage our requests. With this
> other system, it is possible to export all the still opened tickets, with
> dates when available.I would like to load, in batch, all these tickets in
> RTIs there a way in RT to do that ?In this specific case, would it be better
> to choose another program than RT ?Thanks,Gaston
> 

Hi Gaston,

I think they removed the offline tool, which is what I had used previously in
an earlier version, in version 4.2. Now I would use the REST API to load them
into the system. There is a fairly nice example in the mailing list archives.
Search for 'Convert Other Ticketing System DB to RT' in one of the searchable
archives:

http://www.gossamer-threads.com/lists/rt/

The first result has a sample script.

Regards,
Ken


From Gaston at huot.me  Tue Mar  3 15:55:57 2015
From: Gaston at huot.me (huotg01)
Date: Tue, 3 Mar 2015 13:55:57 -0700 (MST)
Subject: [rt-users] Loading requests in batch mode ? RT 4.2.9
In-Reply-To: <20150303195636.GO1448@aart.rice.edu>
References: <1425340337566-59693.post@n7.nabble.com>
 <20150303195636.GO1448@aart.rice.edu>
Message-ID: <CADsifHRhuni4X2czLPdUi2H1zLfG_eCr6f3asQbrjbXOGZFv8A@mail.gmail.com>

Thank you Ken.

Gaston
514.823-7202

2015-03-03 14:48 GMT-05:00 ktm at rice.edu [via RequestTracker] <
ml-node+s8502n59694h69 at n7.nabble.com>:

> On Mon, Mar 02, 2015 at 04:52:17PM -0700, huotg01 wrote:
> > As said earlier, I'm now using another tool to manage our requests. With
> this
> > other system, it is possible to export all the still opened tickets,
> with
> > dates when available.I would like to load, in batch, all these tickets
> in
> > RTIs there a way in RT to do that ?In this specific case, would it be
> better
> > to choose another program than RT ?Thanks,Gaston
> >
>
> Hi Gaston,
>
> I think they removed the offline tool, which is what I had used previously
> in
> an earlier version, in version 4.2. Now I would use the REST API to load
> them
> into the system. There is a fairly nice example in the mailing list
> archives.
> Search for 'Convert Other Ticketing System DB to RT' in one of the
> searchable
> archives:
>
> http://www.gossamer-threads.com/lists/rt/
>
> The first result has a sample script.
>
> Regards,
> Ken
>
>
> ------------------------------
>  If you reply to this email, your message will be added to the discussion
> below:
>
> http://requesttracker.8502.n7.nabble.com/Loading-requests-in-batch-mode-RT-4-2-9-tp59693p59694.html
>  To unsubscribe from Loading requests in batch mode ? RT 4.2.9, click here
> <http://requesttracker.8502.n7.nabble.com/template/NamlServlet.jtp?macro=unsubscribe_by_code&node=59693&code=R2FzdG9uQGh1b3QubWV8NTk2OTN8LTk1MDQwMzA5MA==>
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From elifree at free.fr  Wed Mar  4 08:10:00 2015
From: elifree at free.fr (elifree at free.fr)
Date: Wed, 4 Mar 2015 14:10:00 +0100 (CET)
Subject: [rt-users] SelfService and custom status
In-Reply-To: <CAFdkmpsBrGpKScFrF-Nxwyotxgu__fZ6sk_pKDAs0FQ7iBZMdw@mail.gmail.com>
Message-ID: <57917577.792209832.1425474600284.JavaMail.root@zimbra61-e11.priv.proxad.net>

Hello Alex, 
Many thanks for you answer : 
----- Mail original -----

| Have you considered setting these users up as privileged instead,
| with minimal rights?
This is not what we want, but I've done it for some tests just to check, and the problem is the same. 

I've come to the conclusion that even when the Requestor role is granted all the rights (general and for staff, at queue level), the privileged requestor does not see in the ticket the specific statuses from the lifecycle of the queue. 

The owner role, same rights, same ticket, the owner sees in the ticket the specific statuses of the lifecyle. 

Thanks again, 
Elisabeth 

| On Sat, 28 Feb 2015 at 01:31 < elifree at free.fr > wrote:

| | Hello,
| 

| | On our RT 4.2.6, I created a lifecycle "support" with specifics
| | status, which is working fine.
| 

| | The requestor is unprivileged, but is granted the right
| | ModifyTicket
| | (globally), and ShowTicket, Watch and ReplyToTicket on the queue.
| | The queue has the "support" lifecycle.
| 

| | On SelfService interface, the requestor sees his ticket, can
| | display
| | it, can reply, and can modify the status : but the status are not
| | the ones of the lifecycle "support", but the one of the default
| | lifecycle !
| 

| | I made a test as a requestor and changed to status stalled which
| | does
| | not exist in the lifecyle "support". Now, as a superuser I cannot
| | change the status at all, there's only stalled an stalled
| | (unchanged) listed !
| 

| | I've been searching for quite a long time, but now I can't figure
| | out
| | what is going wrong.
| 

| | The second point is that I intended to add a ResolveRight to the
| | lifecycle "support" to allow unprivileged requestors to resolve
| | their tickets via the SelfService interface. I'm wondering now if
| | it's possible.
| 

| | Thanks for your help again,
| 
| | Elisabeth
| 
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From matthew at staff.broadbandsolutions.com.au  Wed Mar  4 20:06:55 2015
From: matthew at staff.broadbandsolutions.com.au (Matthew Crozier)
Date: Thu, 5 Mar 2015 12:06:55 +1100
Subject: [rt-users] Issues with Article Permissions
Message-ID: <002601d056e0$ac190bd0$044b2370$@staff.broadbandsolutions.com.au>

Hello all, 

 

I'm having an issue when attempting to create a new article as the root
(SuperUser rights) account. It simply says "Permission denied"

 

I'm at a bit of a loss here. Root user has access to everything. Perhaps
there is an issue with our configuration somewhere, but unsure. 

 

Has anyone else experienced this? 

 

Thanks, 

Matthew

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From alex at peters.net  Wed Mar  4 22:17:33 2015
From: alex at peters.net (Alex Peters)
Date: Thu, 05 Mar 2015 03:17:33 +0000
Subject: [rt-users] SelfService and custom status
References: <CAFdkmpsBrGpKScFrF-Nxwyotxgu__fZ6sk_pKDAs0FQ7iBZMdw@mail.gmail.com>
 <57917577.792209832.1425474600284.JavaMail.root@zimbra61-e11.priv.proxad.net>
Message-ID: <CAFdkmpsfVUjNwQNPCPSB=EQPvYrCdrqph1sVd-ROm9TiyzOCuQ@mail.gmail.com>

Is it possible that your RT configuration has non-identical global rights
for owners and requestors (Admin > Global > Group Rights)?

On Thu, 5 Mar 2015 at 00:10 <elifree at free.fr> wrote:

> Hello Alex,
> Many thanks for you answer :
> ------------------------------
>
>
> Have you considered setting these users up as privileged instead, with
> minimal rights?
>
> This is not what we want, but I've done it for some tests just to check,
> and the problem is the same.
>
> I've come to the conclusion that even when the Requestor role is granted
> all the rights (general and for staff, at queue level), the privileged
> requestor does not see in the ticket the specific statuses from the
> lifecycle of the queue.
>
> The owner role, same rights, same ticket, the owner sees in the ticket the
> specific statuses of the lifecyle.
>
> Thanks again,
> Elisabeth
>
>
> On Sat, 28 Feb 2015 at 01:31 <elifree at free.fr> wrote:
>
>> Hello,
>>
>> On our RT 4.2.6, I created a lifecycle "support" with specifics status,
>> which is working fine.
>>
>> The requestor is unprivileged, but is granted the right ModifyTicket
>> (globally), and ShowTicket, Watch and ReplyToTicket on the queue. The queue
>> has the "support" lifecycle.
>>
>> On SelfService interface, the requestor sees his ticket, can display it,
>> can reply, and can modify the status : but the status are not the ones of
>> the lifecycle "support", but the one of the default lifecycle !
>>
>> I made a test as a requestor and changed to status stalled which does not
>> exist in the lifecyle "support". Now, as a superuser I cannot change the
>> status at all, there's only stalled an stalled (unchanged) listed !
>>
>> I've been searching for quite a long time, but now I can't figure out
>> what is going wrong.
>>
>> The second point is that I intended to add a ResolveRight to the
>> lifecycle "support" to allow unprivileged requestors to resolve their
>> tickets via the SelfService interface. I'm wondering now if it's possible.
>>
>> Thanks for your help again,
>> Elisabeth
>>
>>
>>
>>
>
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From mc at unistra.fr  Thu Mar  5 07:40:21 2015
From: mc at unistra.fr (Marc Chantreux)
Date: Thu, 5 Mar 2015 13:40:21 +0100
Subject: [rt-users] Login in unix
In-Reply-To: <BLU173-W4459C52BB82227A3DFA82BBB130@phx.gbl>
References: <1424725583.84540.YahooMailMobile@web162601.mail.bf1.yahoo.com>
 <BLU173-W4459C52BB82227A3DFA82BBB130@phx.gbl>
Message-ID: <20150305124021.GA23998@ramirez.u-strasbg.fr>

On Mon, Mar 02, 2015 at 12:44:16PM +1300, Aaron Guise wrote:
> You cannot.  The users created in the Web UI are only for RT.  To login to *NIX
> you need to create the user at the OS level.  

> Of course you could do the user creation with a scrip once the user is
> created.  Not sure I would though as personally I prefer to closely control
> whom gets access to my systems.    

you should consider investiguating some PAM/NSS solutions to use the RT
table "users" to provide de passwd database.

# aptitude search '~npam ~nsql' -F '%p %d' 

libpam-mysql                       Module PAM permettant l'authentification depu
libpam-mysql:i386                  Module PAM permettant l'authentification depu
libpam-pgsql                       Module PAM pour  l'authentification depuis un
libpam-pgsql:i386                  Module PAM pour  l'authentification depuis un


-- 
Marc Chantreux,
Mes coordonn?es: http://annuaire.unistra.fr/chercher?n=chantreux
Direction Informatique, Universit? de Strasbourg (http://unistra.fr) 
"Don't believe everything you read on the Internet"
    -- Abraham Lincoln


From girgen at pingpong.net  Thu Mar  5 12:50:57 2015
From: girgen at pingpong.net (Palle Girgensohn)
Date: Thu, 5 Mar 2015 18:50:57 +0100
Subject: [rt-users] RT saves data in quoted-printable, why???
Message-ID: <51415E9D-AC78-495F-B7AD-E36438C21D27@pingpong.net>

http://commons.apache.org/proper/commons-codec/apidocs/org/apache/commons/codec/net/QuotedPrintableCodec.html


in the releasen note for RT-4.2.2 [https://www.bestpractical.com/release-notes/rt/4.2.2]

* Ensure that all data containing non-ASCII is quoted-printable encoded
   for PostgreSQL, instead of merely all data not claiming to be
   "text/plain"


Why is this? It seems it is doing more harm than good -- it makes it harder to use indexes and makes it harder to use it from the tables directly? PostgreSQL is very capable of storing any kind of character set? We use UTF-8 for everything, this fix breaks a lot of things for us.

I think this was a bad design decision, but maybe I can't see the entire picture?

Best regards,
Palle

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From alexmv at bestpractical.com  Thu Mar  5 14:31:56 2015
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Thu, 5 Mar 2015 14:31:56 -0500
Subject: [rt-users] RT saves data in quoted-printable, why???
In-Reply-To: <51415E9D-AC78-495F-B7AD-E36438C21D27@pingpong.net>
References: <51415E9D-AC78-495F-B7AD-E36438C21D27@pingpong.net>
Message-ID: <20150305143156.0e117085@umgah.localdomain>

On Thu, 5 Mar 2015 18:50:57 +0100 Palle Girgensohn
> * Ensure that all data containing non-ASCII is quoted-printable
> encoded for PostgreSQL, instead of merely all data not claiming to be
>    "text/plain"
> 
> Why is this? It seems it is doing more harm than good -- it makes it
> harder to use indexes and makes it harder to use it from the tables
> directly? PostgreSQL is very capable of storing any kind of character
> set? We use UTF-8 for everything, this fix breaks a lot of things for
> us.

The commit in question is 3a9c38ed, which changes:

    } elsif (    !$RT::Handle->BinarySafeBLOBs
              && $MIMEType !~ /text\/plain/gi
              && !Encode::is_utf8( $Body, 1 ) ) {
          $ContentEncoding = 'quoted-printable';
    }

...to:

    } elsif (    !$RT::Handle->BinarySafeBLOBs
              && $Body =~ /\P{ASCII}/
              && !Encode::is_utf8( $Body, 1 ) ) {
          $ContentEncoding = 'quoted-printable';
    }

That is, any data which claimed to be "text/plain" would blindly be
attempted to be shoved into the database; this includes content which
contained _invalid_ UTF-8 byte sequences.  The commit was in RT 4.0; RT
4.2 is much better about transcoding to real UTF-8, or marking the part
as "application/octet-stream" if it cannot be decoded.  In that sense,
this logic is now less necessary.  However, the commit was absolutely
necessary at the time to not _lose_ data.  Erring on the side of data
preservation, at the expense of possibly-unnecessary encoding, seems
like not an unreasonable choice.

That being said, the Encode::is_utf8() check attempts to verify that we
only quoted-printable encode data whose bytes are not currently a
correctly-encoded UTF-8 byte stream.  The bug now lies there, as after
the "utf8-reckoning" branch (2620658..af9fe7c), the $Body argument is
guaranteed to contain bytes, not characters.  Per the Encode::is_utf8()
documentation:

    [INTERNAL] Tests whether the UTF8 flag is turned on in the STRING. If
    CHECK is true, also checks whether STRING contains well-formed UTF-8.
    Returns true if successful, false otherwise.

The UTF8 flag is almost certainly off on $Body (it _may_ be on, and
still contain only codepoints < 128, but this is unlikely), so the
well-formed-ness of the string (which is the relevant thing we wish to
confirm) is never checked.

I _believe_ that this code may be replaced by (untested):

    } elsif (    !$RT::Handle->BinarySafeBLOBs
              && !eval { Encode::decode( "UTF-8", $Body, Encode::FB_CROAK); 1 } ) {
          $ContentEncoding = 'quoted-printable';
    }

I may push a branch later that makes this change, and see what breaks.



All of that aside, note that "it makes it harder to use indexes" makes
little sense -- there are no indexes on Content.  The full-text index
uses its own tsvector, which it constructs after decoding the Content,
so the transfer encoding of the Content column is irrelevant to that.

 - Alex


From alexmv at bestpractical.com  Thu Mar  5 14:52:39 2015
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Thu, 5 Mar 2015 14:52:39 -0500
Subject: [rt-users] Upgrade to 4.2.9 Lost Dashboards.
In-Reply-To: <FAA9327657504546B654944EDBDC1E610E567449@SRV1.lawsonlewis.local>
References: <FAA9327657504546B654944EDBDC1E610E567449@SRV1.lawsonlewis.local>
Message-ID: <20150305145239.686e5649@umgah.localdomain>

On Wed, 25 Feb 2015 11:52:37 +0000 Sam Maher
<sam.maher at lawsonlewisblakers.co.uk> wrote:
> I have moved to a new server and upgraded to the latest version but
> all my privileged users except one have lost their dashboards. Has
> anyone else had this problem?

Please specify what you mean by "latest version".  Are the dashboards
listed in Home ? All Dashboards?
 - Alex


From alexmv at bestpractical.com  Thu Mar  5 14:56:39 2015
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Thu, 5 Mar 2015 14:56:39 -0500
Subject: [rt-users] sphinx weirdness [explanation and possible solution]
In-Reply-To: <201502251354.45623.arekm@maven.pl>
References: <201502251029.08936.arekm@maven.pl>
 <201502251157.08892.arekm@maven.pl>
 <201502251354.45623.arekm@maven.pl>
Message-ID: <20150305145639.34a7fa38@umgah.localdomain>

On Wed, 25 Feb 2015 13:54:45 +0100 Arkadiusz Mi?kiewicz
<arekm at maven.pl> wrote:
> > Ok, mysql is too smart! For sphinx to work mysql needs to first
> > query AttachmentsIndex_3 and then make joins to it. Otherwise
> > sphinx won't work. That's due to sphinx architecture.
> > 
> > Here mysql is too smart and differently optimizes query thus
> > breaking sphinx support in rt.
> > 
> > Now I've tried FORCE INDEX and such but wasn't able to force mysql
> > to first query AttachmentsIndex_3.
> > 
> > There is STRAIGHT_JOIN that forces joins orders, so maybe that is
> > some solution.

This limitation is unfortunately documented, and not easily fixable:
https://bestpractical.com/docs/rt/latest/full_text_indexing.html#Caveats1

> STRAIGHT_JOIN also won't work since mysql still is able to make
> changes and optimizations to the query.
> 
> Fortunately code below seems to be working - using UNION and separate,
> simple sphinx subquery:
> [snip]

That query is incorrect; it unions Attachment ids (from the Sphinx
results table) with Ticket ids (from the "ti" subquery on Tickets).

> Devs, could you please change querying code, so that sphinx will
> always get its own subquery?

Please try the straight MySQL FTS, included in 4.2.10, instead.  It is
much faster, and not nearly as fiddly.
 - Alex


From alexmv at bestpractical.com  Thu Mar  5 14:57:22 2015
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Thu, 5 Mar 2015 14:57:22 -0500
Subject: [rt-users] Upgrade to 4.2.9 Lost Dashboards.
In-Reply-To: <20150305145239.686e5649@umgah.localdomain>
References: <FAA9327657504546B654944EDBDC1E610E567449@SRV1.lawsonlewis.local>
 <20150305145239.686e5649@umgah.localdomain>
Message-ID: <20150305145722.42b93b3c@umgah.localdomain>

On Thu, 5 Mar 2015 14:52:39 -0500 Alex Vandiver
<alexmv at bestpractical.com> wrote:
> On Wed, 25 Feb 2015 11:52:37 +0000 Sam Maher
> <sam.maher at lawsonlewisblakers.co.uk> wrote:
> > I have moved to a new server and upgraded to the latest version but
> > all my privileged users except one have lost their dashboards. Has
> > anyone else had this problem?
> 
> Please specify what you mean by "latest version".

I missed that the subject specified you upgraded to 4.2.9.  What
version were you upgrading from?
 - Alex


From alexmv at bestpractical.com  Thu Mar  5 17:15:41 2015
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Thu, 5 Mar 2015 17:15:41 -0500
Subject: [rt-users] RT saves data in quoted-printable, why???
In-Reply-To: <20150305143156.0e117085@umgah.localdomain>
References: <51415E9D-AC78-495F-B7AD-E36438C21D27@pingpong.net>
 <20150305143156.0e117085@umgah.localdomain>
Message-ID: <20150305171541.07d4a8b6@umgah.localdomain>

On Thu, 5 Mar 2015 14:31:56 -0500 Alex Vandiver
<alexmv at bestpractical.com> wrote:
> I _believe_ that this code may be replaced by (untested):
> 
>     } elsif (    !$RT::Handle->BinarySafeBLOBs
>               && !eval { Encode::decode( "UTF-8", $Body,
> Encode::FB_CROAK); 1 } ) {
>         $ContentEncoding = 'quoted-printable';
>     }
> 
> I may push a branch later that makes this change, and see what breaks.

https://github.com/bestpractical/rt/compare/4.2-trunk...4.2%2Fless-qp

 - Alex


From vaclav.ovsik at i.cz  Thu Mar  5 18:06:32 2015
From: vaclav.ovsik at i.cz (=?iso-8859-1?Q?V=E1clav_Ovs=EDk?=)
Date: Fri, 6 Mar 2015 00:06:32 +0100
Subject: [rt-users] RT saves data in quoted-printable, why???
In-Reply-To: <20150305171541.07d4a8b6@umgah.localdomain>
References: <51415E9D-AC78-495F-B7AD-E36438C21D27@pingpong.net>
 <20150305143156.0e117085@umgah.localdomain>
 <20150305171541.07d4a8b6@umgah.localdomain>
Message-ID: <20150305230632.GA5391@bobek.localdomain>

https://issues.bestpractical.com/Ticket/Display.html?id=29735
-- 
Zito


From alexmv at bestpractical.com  Thu Mar  5 18:37:21 2015
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Thu, 5 Mar 2015 18:37:21 -0500
Subject: [rt-users] RT saves data in quoted-printable, why???
In-Reply-To: <20150305230632.GA5391@bobek.localdomain>
References: <51415E9D-AC78-495F-B7AD-E36438C21D27@pingpong.net>
 <20150305143156.0e117085@umgah.localdomain>
 <20150305171541.07d4a8b6@umgah.localdomain>
 <20150305230632.GA5391@bobek.localdomain>
Message-ID: <20150305183721.1a2acdd2@umgah.localdomain>

On Fri, 6 Mar 2015 00:06:32 +0100 V?clav Ovs?k <vaclav.ovsik at i.cz>
wrote:
> https://issues.bestpractical.com/Ticket/Display.html?id=29735

Aha -- thanks for digging that out!  I thought I vaguely recalled
something in this area previously.
https://issues.bestpractical.com/Ticket/Attachment/286095/157750/utf8-encoding.patch
looks to be functionally fairly similar to the branch.

There are a few other, orthogonal fixes in there that may still be
interesting to tease out into their own commits.  It looks like I see
changes to:

 * Fix the computed max size of base64'd attachments; I'd need to
squint at it harder, but seems eminently reasonable.

 * Attempt to gracefully deal with TruncateLongAttachments truncating
mid-byte of UTF-8 data.  As above; the decode/encode is an interesting
trick to attempt to ensure that the byte stream is consistent.  I'd
like to test it a bit, but seems not unreasonable.

 * Choose base64 vs QP based on which is shorter; I'm less convinced by
this, since it means that for large data, it gets QP'd, base64'd, and
then one of those _again_ -- which isn't terribly efficient.  I'm less
convinced by the tradeoff of computation time to stored in-database
size.

If you're interested in reworking the patch into a 2-3 commit series,
I'm happy to apply for 4.2-trunk.
 - Alex


From Bernhard.Eierschmalz at scheppach.com  Fri Mar  6 01:47:23 2015
From: Bernhard.Eierschmalz at scheppach.com (Eierschmalz, Bernhard)
Date: Fri, 6 Mar 2015 06:47:23 +0000
Subject: [rt-users] relative date search
Message-ID: <97344147CBA1644584462D6D81C43CE48FCEEB33@svex.scheppach.local>

Hello,

is it possible to make date-searches in RT with relative date?
For example search all open tickets where creation-date is older than 14 days.


best regards
Bernhard
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From alex at peters.net  Fri Mar  6 01:48:53 2015
From: alex at peters.net (Alex Peters)
Date: Fri, 06 Mar 2015 06:48:53 +0000
Subject: [rt-users] relative date search
References: <97344147CBA1644584462D6D81C43CE48FCEEB33@svex.scheppach.local>
Message-ID: <CAFdkmpsPmxJP=LU56Bv_Dsq_mj8PQct6cbZB8T3eOjq+u0CPHQ@mail.gmail.com>

You can enter "14 days ago" into the Created box, or

Created < "14 days ago"

into the Advanced screen of the search builder.

On Fri, 6 Mar 2015 5:47 pm Eierschmalz, Bernhard <
Bernhard.Eierschmalz at scheppach.com> wrote:

>  Hello,
>
>
>
> is it possible to make date-searches in RT with relative date?
>
> For example search all open tickets where creation-date is older than 14
> days.
>
>
>
>
>
> best regards
>
> Bernhard
>
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From alex at peters.net  Fri Mar  6 01:50:17 2015
From: alex at peters.net (Alex Peters)
Date: Fri, 06 Mar 2015 06:50:17 +0000
Subject: [rt-users] relative date search
References: <97344147CBA1644584462D6D81C43CE48FCEEB33@svex.scheppach.local>
 <CAFdkmpsPmxJP=LU56Bv_Dsq_mj8PQct6cbZB8T3eOjq+u0CPHQ@mail.gmail.com>
Message-ID: <CAFdkmpt8a4Z91dYhxYW36U0YtkK_kWHt2TauwB4tdjTTJYXZUA@mail.gmail.com>

Here's all of the acceptable syntax:

https://metacpan.org/pod/Time::ParseDate#Relative-date-formats

On Fri, 6 Mar 2015 5:48 pm Alex Peters <alex at peters.net> wrote:

> You can enter "14 days ago" into the Created box, or
>
> Created < "14 days ago"
>
> into the Advanced screen of the search builder.
>
> On Fri, 6 Mar 2015 5:47 pm Eierschmalz, Bernhard <
> Bernhard.Eierschmalz at scheppach.com> wrote:
>
>>  Hello,
>>
>>
>>
>> is it possible to make date-searches in RT with relative date?
>>
>> For example search all open tickets where creation-date is older than 14
>> days.
>>
>>
>>
>>
>>
>> best regards
>>
>> Bernhard
>>
>
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From alexmv at bestpractical.com  Fri Mar  6 01:51:56 2015
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Fri, 6 Mar 2015 01:51:56 -0500
Subject: [rt-users] relative date search
In-Reply-To: <CAFdkmpsPmxJP=LU56Bv_Dsq_mj8PQct6cbZB8T3eOjq+u0CPHQ@mail.gmail.com>
References: <97344147CBA1644584462D6D81C43CE48FCEEB33@svex.scheppach.local>
 <CAFdkmpsPmxJP=LU56Bv_Dsq_mj8PQct6cbZB8T3eOjq+u0CPHQ@mail.gmail.com>
Message-ID: <20150306015156.4bbdfd9e@umgah.localdomain>

On Fri, 06 Mar 2015 06:48:53 +0000 Alex Peters <alex at peters.net> wrote:
> You can enter "14 days ago" into the Created box, or
> 
> Created < "14 days ago"
> 
> into the Advanced screen of the search builder.

Note that despite how it reads in English, 'Created < "14 days ago"'
means tickets that were created _more_ than 14 days ago.  That is, it
is read as "Take the point in time 14 days ago; find tickets whose
creation date is less than (prior to) that point."

The connotation of the word "ago" in combination with less than /
greater than is often a point of confusion.
 - Alex


From sam.maher at lawsonlewisblakers.co.uk  Fri Mar  6 05:39:37 2015
From: sam.maher at lawsonlewisblakers.co.uk (Sam Maher)
Date: Fri, 6 Mar 2015 10:39:37 +0000
Subject: [rt-users] Upgrade to 4.2.9 Lost Dashboards.
In-Reply-To: <20150305145722.42b93b3c@umgah.localdomain>
References: <FAA9327657504546B654944EDBDC1E610E567449@SRV1.lawsonlewis.local>
 <20150305145239.686e5649@umgah.localdomain>
 <20150305145722.42b93b3c@umgah.localdomain>
Message-ID: <FAA9327657504546B654944EDBDC1E610E56BEA5@SRV1.lawsonlewis.local>

Hi Alex,

I have upgraded from 4.0.4, But the strange thing is that some people kept their dashboards and some didn't.

Sam

-----Original Message-----
From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alex Vandiver
Sent: 05 March 2015 19:57
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Upgrade to 4.2.9 Lost Dashboards.

On Thu, 5 Mar 2015 14:52:39 -0500 Alex Vandiver <alexmv at bestpractical.com> wrote:
> On Wed, 25 Feb 2015 11:52:37 +0000 Sam Maher
> <sam.maher at lawsonlewisblakers.co.uk> wrote:
> > I have moved to a new server and upgraded to the latest version but
> > all my privileged users except one have lost their dashboards. Has
> > anyone else had this problem?
>
> Please specify what you mean by "latest version".

I missed that the subject specified you upgraded to 4.2.9.  What version were you upgrading from?
 - Alex



Sam Maher - IT Technician
Lawson Lewis Blakers
T: 01323 720142
F: 01323 725349


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Lawson Lewis & Blakers Solicitors Authorised and Regulated by the Solicitors Regulation Authority. SRA No: 00053703

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From Bernhard.Eierschmalz at scheppach.com  Fri Mar  6 06:07:02 2015
From: Bernhard.Eierschmalz at scheppach.com (Eierschmalz, Bernhard)
Date: Fri, 6 Mar 2015 11:07:02 +0000
Subject: [rt-users] Search users with special searches on "RT on the glance"
Message-ID: <97344147CBA1644584462D6D81C43CE48FCEF2E1@svex.scheppach.local>

Hello,

we have different users with different by-group or globally-saved-searches on their own "RT at the glance".

In the WebInterface I only can find by user which saved-search is on this users "RT at the glance".
Is there a way to do this vice versa, so to find by saved-search, on which users "RT at the glance" one specified globally or by-group saved search is?

Best regards
Bernhard
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From lcadoret at keyyo.com  Fri Mar  6 06:42:38 2015
From: lcadoret at keyyo.com (=?UTF-8?B?TG/Dr2MgQ2Fkb3JldA==?=)
Date: Fri, 06 Mar 2015 12:42:38 +0100
Subject: [rt-users] script to check out if max attachment size is reached
Message-ID: <54F992AE.9040403@keyyo.com>

Greetings rt-users followers,

I would like to create a script that check out if the max attachment 
size of a response is reached and if so, send an autoreply to the 
requestor informing him that his documents are too heavy. Indeed, 
customers send documents to our customer services but sometimes the 
transaction is droped by the system because max attachment is reached 
and neither  the customer service or the client is notified of it.

I have already checked out the different contribs but nothing seems to 
match my request...

Unfortunatly, I'm not really comfortable with rt-users mailing list yet 
so maybe this request has already been asked.

Thanks is advance for your help and sorry for my bad english !

-- 
Loic Cadoret
IT Technician
Keyyo



From guadagnino.cristiano at creval.it  Fri Mar  6 07:12:07 2015
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Fri, 6 Mar 2015 12:12:07 +0000
Subject: [rt-users] Show recipient on ticket update - not working
Message-ID: <54F99963.6080509@creval.it>

Hi all,
I have both the 'Recipients' and the 'Scrips and Recipients' sections 
empty when I resolve/reply to a ticket.
I mean, I see no recipients and no check boxes.
I have no warnings/errors in the log.

What can it be that is causing this behavior?

Thank you in advance.
Cris

From vaclav.ovsik at i.cz  Fri Mar  6 09:18:56 2015
From: vaclav.ovsik at i.cz (=?iso-8859-1?Q?V=E1clav_Ovs=EDk?=)
Date: Fri, 6 Mar 2015 15:18:56 +0100
Subject: [rt-users] RT saves data in quoted-printable, why???
In-Reply-To: <20150305183721.1a2acdd2@umgah.localdomain>
References: <51415E9D-AC78-495F-B7AD-E36438C21D27@pingpong.net>
 <20150305143156.0e117085@umgah.localdomain>
 <20150305171541.07d4a8b6@umgah.localdomain>
 <20150305230632.GA5391@bobek.localdomain>
 <20150305183721.1a2acdd2@umgah.localdomain>
Message-ID: <20150306141856.GD6729@bobek.localdomain>

Hi,

On Thu, Mar 05, 2015 at 06:37:21PM -0500, Alex Vandiver wrote:
> On Fri, 6 Mar 2015 00:06:32 +0100 V?clav Ovs?k <vaclav.ovsik at i.cz>
> wrote:
> > https://issues.bestpractical.com/Ticket/Display.html?id=29735
> 
> Aha -- thanks for digging that out!  I thought I vaguely recalled
> something in this area previously.
> https://issues.bestpractical.com/Ticket/Attachment/286095/157750/utf8-encoding.patch
> looks to be functionally fairly similar to the branch.

Thanks for attention to this...

> There are a few other, orthogonal fixes in there that may still be
> interesting to tease out into their own commits.  It looks like I see
> changes to:
> 
>  * Fix the computed max size of base64'd attachments; I'd need to
> squint at it harder, but seems eminently reasonable.
> 
>  * Attempt to gracefully deal with TruncateLongAttachments truncating
> mid-byte of UTF-8 data.  As above; the decode/encode is an interesting
> trick to attempt to ensure that the byte stream is consistent.  I'd
> like to test it a bit, but seems not unreasonable.

It is not too efficient maybe, but easy and safety first :)

>  * Choose base64 vs QP based on which is shorter; I'm less convinced by
> this, since it means that for large data, it gets QP'd, base64'd, and
> then one of those _again_ -- which isn't terribly efficient.  I'm less
> convinced by the tradeoff of computation time to stored in-database
> size.

You are right. My intention was to gather as much readable text as
possible. Maybe a text contains some invalid characters, but the rest
of the text is readable, so QP is more appropriate, because it leaves
the most of a text readable.
So the measuring of length of an encoded data Base64/QP gives a result of
how much ASCII chars are there.
 len Base64 < len QP - many binary data - maybe some octet stream
 len QP < len Base64 - many ASCII chars - maybe the text

But this is corner case probably and it is not very interesting.
The most of the text should be UTF-8 valid and the rest is not
interesting these days.

> If you're interested in reworking the patch into a 2-3 commit series,
> I'm happy to apply for 4.2-trunk.
>  - Alex

https://github.com/bestpractical/rt/compare/stable...zito:4.2-zito-encodelob-utf8-fix
This is a bit newer version I'm using within production instance rt-4.2.9.
I will be happy if some part will be usable for RT mainline.

Thanks for fine software!
Cheers
-- 
Zito


From alexmv at bestpractical.com  Fri Mar  6 12:10:26 2015
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Fri, 6 Mar 2015 12:10:26 -0500
Subject: [rt-users] script to check out if max attachment size is reached
In-Reply-To: <54F992AE.9040403@keyyo.com>
References: <54F992AE.9040403@keyyo.com>
Message-ID: <20150306121026.0254958c@umgah.localdomain>

On Fri, 06 Mar 2015 12:42:38 +0100 Lo?c Cadoret <lcadoret at keyyo.com>
wrote:
> Greetings rt-users followers,
> 
> I would like to create a script that check out if the max attachment 
> size of a response is reached and if so, send an autoreply to the 
> requestor informing him that his documents are too heavy. Indeed, 
> customers send documents to our customer services but sometimes the 
> transaction is droped by the system because max attachment is reached 
> and neither  the customer service or the client is notified of it.

Starting in RT 4.2.7, RT records explicit transactions when attachments
are dropped or truncated due to hitting $MaxAttachmentSize.  While we
explicitly prevent such transactions from triggering scrips (to prevent
infinite loops), you can likely use them as the basis of your
notifications -- or, at least the signal to the RT users to notify
customers of the drop.

 - Alex


From alexmv at bestpractical.com  Fri Mar  6 12:11:48 2015
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Fri, 6 Mar 2015 12:11:48 -0500
Subject: [rt-users] Issues with Article Permissions
In-Reply-To: <002601d056e0$ac190bd0$044b2370$@staff.broadbandsolutions.com.au>
References: <002601d056e0$ac190bd0$044b2370$@staff.broadbandsolutions.com.au>
Message-ID: <20150306121148.1f197a79@umgah.localdomain>

On Thu, 5 Mar 2015 12:06:55 +1100 "Matthew Crozier"
<matthew at staff.broadbandsolutions.com.au> wrote:
> I'm having an issue when attempting to create a new article as the
> root (SuperUser rights) account. It simply says "Permission denied"

Check your error logs.  Running rt-validator --check might also be a
good idea.
 - Alex


From alex at peters.net  Fri Mar  6 22:57:09 2015
From: alex at peters.net (Alex Peters)
Date: Sat, 07 Mar 2015 03:57:09 +0000
Subject: [rt-users] Do not email user if they are requestor when also
 admin cc of a queue
In-Reply-To: <54B02CD784365C4DAF3841D1FDC763282BD3651D@EXCHANGE.osborne.local>
References: <54B02CD784365C4DAF3841D1FDC763282BD361C9@EXCHANGE.osborne.local>
 <CAFdkmpvgRR4xzPbQ9aXHWd1VdMHmOq9jXh-44Hu2FF0jTS8tig@mail.gmail.com>
 <54B02CD784365C4DAF3841D1FDC763282BD3651D@EXCHANGE.osborne.local>
Message-ID: <CAFdkmpsQsB1Z_CP7d1ttuJDynSYXaL2BG9NTiwOYze0NcTbGCg@mail.gmail.com>

On further thought, I realise that a custom condition on the "send email to
Admin CCs" scrip is not a solution?you can only use such a condition to
send either all admin CC emails or none (i.e. you can't send to some admin
CCs and not others this way).

To achieve your desired behaviour without adjusting the ticket's watchers
(i.e. requestor list), you would need to monkey-patch the underlying code
of your RT installation responsible for sending emails.  It has been done
before, and someone has kindly written up something on the wiki about it:

http://requesttracker.wikia.com/wiki/NotificationsTuning

It's not ideal though, because it complicates RT upgrades/migrations and it
also makes RT behave in a manner contrary to its documentation.

I still think that removing your administrator's email address from the
Requestor field of each ticket is the best solution.  By doing this with a
scrip, your administrator wouldn't even need to know that it's happening.
Additionally, if you do any reporting on tickets that requires the
Requestor fields to be complete, you could always write a scrip to re-add
them as a requestor when the ticket is resolved.

What are your thoughts at this time?

On Mon, 2 Mar 2015 at 22:46 Daniel Moore <Daniel.Moore at osbornewood.com>
wrote:

>  Hi Alex,
>
>
>
> Thank you for the information. The administrator cannot remove themselves
> as a requestor. My code in my example is horribly wrong; however, I believe
> it is pretty close to what I need. I am new to Perl. If someone could
> possibly help me clean up the code where, on submission of the ticket
> transaction (correspond) it checks the requestor email and admin cc email
> against each other and if they are the same then it only sends to the
> requestor. I am putting the code in the script that sends to Admin CCs
> (both queue admin cc and ticket admin cc). I cannot figure out the IF
> statement and validation checks. That seems to be the only acceptable
> solution to me.
>
>
>
>
>
>
>
> V/R,
>
>
>
> *Daniel Moore*
>
> IT Systems Technician
>
> Osborne Wood Products, Inc.
>
> [image: http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg]
>
> P: 706.282.5764
>
> F: 888.777.4304
>
> http://www.osbornewood.com
>
>
>
> *From:* Alex Peters [mailto:alex at peters.net]
> *Sent:* Saturday, February 28, 2015 5:12 PM
> *To:* Daniel Moore; rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] Do not email user if they are requestor when
> also admin cc of a queue
>
>
>
> The simplest solution is that the administrator manually removes
> themselves as a requestor when putting in their own tickets.  The simplest
> coding for this solution (unless your administrator is willing to do this
> manually on every ticket creation) is to write a scrip on this queue that
> runs on ticket creation time and manually removes the administrator's
> address if it appears in the list of requestors.
>
>
>
> Let me know if that's not an acceptable solution, and we can work further
> on the scrips that filter the emails.
>
>
>
> On Sun, 1 Mar 2015 at 00:17 Daniel Moore <Daniel.Moore at osbornewood.com>
> wrote:
>
> Hello,
>
>
>
> I have an administrator here in my department that is a Queue Admin CC but
> he also puts in a lot of tickets for special requests from our contractors.
> He is then the Queue Admin CC and the Requestor. Also, the contractors have
> a group email address that is also the admin cc. Therefore, he ends up
> getting multiple emails for one ticket. I have tried the coding from the
> ?Notifications Tuning? that is supposed to limit the emails sent out if
> they are the same for multiple fields; however, that did not work as
> expected.  I fixing the queue and making a new group that includes the
> individual set of contractors so that he doesn?t get emails that way, but
> that?s not what he wants.
>
>
>
> My question is in two parts (Code will be included at the ends):
>
>
>
> 1)      How can perform a custom condition in the scrips for the queue to
> not send an email to admin Cc if his email address matches the requestor?
>
>
>
> OR
>
>
>
> 2)      If I reverse my settings and take him off of admin CC and put him
> back in the group, how can I check for his email address and code it only
> to send one email address ?
>
>
>
>
>
> Here?s the coding for question number one:
>
>
>
> Description: Notify AdminCc only if not Requestor
>
> Condition: User Defined
>
> Action: Notify AdminCcs
>
> Template: Custom
>
>
>
>
>
> Custom Condition:
>
>
>
> First set of code I tried by using another example:
>
>
>
> my $trans = $self->TransactionObj;
>
>
>
> return 1 unless $Ticket->RequestorAddresses eq
> $Ticket->QueueObj->AdminCcAddresses;
>
> Return 1;
>
>
>
> Second code:
>
>
>
> my $trans = $self->TransactionObj;
>
> my $admincc = $self->QueueObj->AdminCcAddresses;
>
> my $requestor = $self->RequestorAddresses;
>
>
>
> return 0 unless $requestor == RT::Nobody->id;
>
> return 1;
>
>
>
>
>
> If somone could help me get the coding down that would be great. I don?t
> fully understand Perl yet.
>
>
>
>
>
> V/R,
>
>
>
> *Daniel Moore*
>
> IT Systems Technician
>
> Osborne Wood Products, Inc.
>
> [image: http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg]
>
> P: 706.282.5764
>
> F: 888.777.4304
>
> http://www.osbornewood.com
>
>
>
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From m_orallo at yahoo.es  Sat Mar  7 04:05:37 2015
From: m_orallo at yahoo.es (Marcos Orallo)
Date: Sat, 7 Mar 2015 10:05:37 +0100
Subject: [rt-users] Show recipient on ticket update - not working
In-Reply-To: <CANJKhMcxBTFqQhGGbc0hnBBCTu=AD9AbYad==87sdvm6JX=SbA@mail.gmail.com>
References: <54F99963.6080509@creval.it>
 <CANJKhMcxBTFqQhGGbc0hnBBCTu=AD9AbYad==87sdvm6JX=SbA@mail.gmail.com>
Message-ID: <CANJKhMf01irwSf5FhAFGiptW=PM39FVVBADr_wdacT9zoF3xCA@mail.gmail.com>

Hi Cris,

Check if you have Scrip for "On correspondence notify Requestor and CC"
enabled, in Normal stage (you can check this in Applies to section when
editing the scrip).

If you have it in Batch, you won't be able to see and edit the predicted
recipients when replying or commenting.

Cheers.
El 06/03/2015 13:13, "Guadagnino Cristiano" <guadagnino.cristiano at creval.it>
escribi?:

Hi all,
I have both the 'Recipients' and the 'Scrips and Recipients' sections
empty when I resolve/reply to a ticket.
I mean, I see no recipients and no check boxes.
I have no warnings/errors in the log.

What can it be that is causing this behavior?

Thank you in advance.
Cris
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From guadagnino.cristiano at creval.it  Mon Mar  9 11:43:13 2015
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Mon, 9 Mar 2015 15:43:13 +0000
Subject: [rt-users] Show recipient on ticket update - not working
In-Reply-To: <CANJKhMf01irwSf5FhAFGiptW=PM39FVVBADr_wdacT9zoF3xCA@mail.gmail.com>
References: <54F99963.6080509@creval.it>
 <CANJKhMcxBTFqQhGGbc0hnBBCTu=AD9AbYad==87sdvm6JX=SbA@mail.gmail.com>
 <CANJKhMf01irwSf5FhAFGiptW=PM39FVVBADr_wdacT9zoF3xCA@mail.gmail.com>
Message-ID: <54FDBF78.2040007@creval.it>

Thank you Marcos, that was exactly the problem!

I completely forgot it, but now I see that I put a note in my customized  "On correspondence notify Requestor and CC" scrip, that reads:
"TransactionBatch is needed otherwise messages will be sent out twice".

I do not remember it this is something that was needed in past RT versions or if it is still necessary now.
I'll do some tests in my non-production system.

Thank you
Cris



________________________________
Da: Marcos Orallo <m_orallo at yahoo.es><mailto:m_orallo at yahoo.es>
Inviato: Sat Mar 07 2015 10:05:37 GMT+0100 (CET)
A: Guadagnino Cristiano <guadagnino.cristiano at creval.it><mailto:guadagnino.cristiano at creval.it>
Cc: <rt-users at lists.bestpractical.com><mailto:rt-users at lists.bestpractical.com>
Oggetto: Re: [rt-users] Show recipient on ticket update - not working

Hi Cris,

Check if you have Scrip for "On correspondence notify Requestor and CC" enabled, in Normal stage (you can check this in Applies to section when editing the scrip).

If you have it in Batch, you won't be able to see and edit the predicted recipients when replying or commenting.

Cheers.

El 06/03/2015 13:13, "Guadagnino Cristiano" <guadagnino.cristiano at creval.it<mailto:guadagnino.cristiano at creval.it>> escribi?:
Hi all,
I have both the 'Recipients' and the 'Scrips and Recipients' sections
empty when I resolve/reply to a ticket.
I mean, I see no recipients and no check boxes.
I have no warnings/errors in the log.

What can it be that is causing this behavior?

Thank you in advance.
Cris

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From lcadoret at keyyo.com  Mon Mar  9 12:09:51 2015
From: lcadoret at keyyo.com (=?UTF-8?B?TG/Dr2MgQ2Fkb3JldA==?=)
Date: Mon, 09 Mar 2015 17:09:51 +0100
Subject: [rt-users] script to check out if max attachment size is reached
In-Reply-To: <20150306121026.0254958c@umgah.localdomain>
References: <54F992AE.9040403@keyyo.com>
 <20150306121026.0254958c@umgah.localdomain>
Message-ID: <54FDC5CF.5040005@keyyo.com>

Alex,

Thank you for your answer. I forgot to tell you that we are running the 
3.8.11 version of RT (our dev team is working on an upgrade but it's 
going to take time and we cannot afford to wait for the migration...).
So do you think that a script would be possible ?

Thanks for your time,

Best regards

Loic Cadoret
IT Technician
Keyyo


Le 06/03/2015 18:10, Alex Vandiver a ?crit :
> On Fri, 06 Mar 2015 12:42:38 +0100 Lo?c Cadoret <lcadoret at keyyo.com>
> wrote:
>> Greetings rt-users followers,
>>
>> I would like to create a script that check out if the max attachment
>> size of a response is reached and if so, send an autoreply to the
>> requestor informing him that his documents are too heavy. Indeed,
>> customers send documents to our customer services but sometimes the
>> transaction is droped by the system because max attachment is reached
>> and neither  the customer service or the client is notified of it.
> Starting in RT 4.2.7, RT records explicit transactions when attachments
> are dropped or truncated due to hitting $MaxAttachmentSize.  While we
> explicitly prevent such transactions from triggering scrips (to prevent
> infinite loops), you can likely use them as the basis of your
> notifications -- or, at least the signal to the RT users to notify
> customers of the drop.
>
>   - Alex

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From lstewart at iweb.com  Tue Mar 10 03:15:54 2015
From: lstewart at iweb.com (Landon Stewart)
Date: Tue, 10 Mar 2015 00:15:54 -0700
Subject: [rt-users] The use of $Ticket{'TOP'}->CustomFieldValues($fieldname)
	with RT::Action::CreateTickets
Message-ID: <AF51C75C-1C43-46F0-ADCE-0909F88A8746@iweb.com>

Hello,

It seems that one cannot load the values of a CF with $Ticket{'TOP'}->CustomFieldValues($fieldname).  The result is an empty variable.  I've confirmed that the foreach works for each of the $cfname in the @cflist since I get log entries for them but $cfvs->Next doesn't produce a value (nothing is logged).

===Create-Ticket: Investigation
{
  my @cflist = [ 'Customfield1', 'Customfield2', 'etc'];
  our @CFTEXT;
  foreach my $cfname (@cflist) {
    RT::Logger->info($cfname);
    my $cfvs = $Tickets{"TOP"}->CustomFieldValues($cfname);
    while (my $cfv = $cfvs->Next) {
      RT::Logger->info($cfname.": ".$cfv->Content);
      push @CFTEXT, "CF-".$cfname.": ".$cfv->Content;
    }
  }
}
Queue: Investigations
Parents: TOP
Status: open
{ join("\n", @CFTEXT) }
Content-Type: text/html
Content:<pre>{$Tickets{"TOP"}->Transactions->First->Content}</pre>
ENDOFCONTENT

LOGS from the foreach() (but not from the while()):
[16779] [Tue Mar 10 06:52:53 2015] [info]: Customer ID (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Language (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Name (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Email (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Email Tech (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Status (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Service Type (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Service Status (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Device Name (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Device Status (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Device O/S (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Device Control Panel (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Customer DBID (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Country (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Created (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Closed (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Groups (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Ticket Priority (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Managed (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Customer SystemDB (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Service DBID (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Service Price (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Service Created (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Service Closed (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Device DBID (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Device Created (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Device Closed (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Device Type (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Device Facility (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Device Bits (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Device Addresses (template:8)



I've also tried loading the CF using $Tickets{"TOP"}->LoadCustomFieldByIdentifier($cfname) but this does not work either.

Basically I'm waning to copy a list of CFs from $Tickets{'TOP'} to the newly created one.

Thank you.

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

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From alex at peters.net  Tue Mar 10 05:29:15 2015
From: alex at peters.net (Alex Peters)
Date: Tue, 10 Mar 2015 09:29:15 +0000
Subject: [rt-users] The use of
 $Ticket{'TOP'}->CustomFieldValues($fieldname) with
 RT::Action::CreateTickets
References: <AF51C75C-1C43-46F0-ADCE-0909F88A8746@iweb.com>
Message-ID: <CAFdkmpspV_xNcNd8PYYDwE2HNs9ArVCghiwjixsLZNAhZLKCEQ@mail.gmail.com>

You need to output "CustomField-$cfname" as the key, not "CF-$cfname".

On Tue, 10 Mar 2015 6:31 pm Landon Stewart <lstewart at iweb.com> wrote:

> Hello,
>
> It seems that one cannot load the values of a CF with
> $Ticket{'TOP'}->CustomFieldValues($fieldname).  The result is an empty
> variable.  I've confirmed that the foreach works for each of the $cfname in
> the @cflist since I get log entries for them but $cfvs->Next doesn't
> produce a value (nothing is logged).
>
> ===Create-Ticket: Investigation
> {
>   my @cflist = [ 'Customfield1', 'Customfield2', 'etc'];
>   our @CFTEXT;
>   foreach my $cfname (@cflist) {
>     RT::Logger->info($cfname);
>     my $cfvs = $Tickets{"TOP"}->CustomFieldValues($cfname);
>     while (my $cfv = $cfvs->Next) {
>       RT::Logger->info($cfname.": ".$cfv->Content);
>       push @CFTEXT, "CF-".$cfname.": ".$cfv->Content;
>     }
>   }
> }
> Queue: Investigations
> Parents: TOP
> Status: open
> { join("\n", @CFTEXT) }
> Content-Type: text/html
> Content:<pre>{$Tickets{"TOP"}->Transactions->First->Content}</pre>
> ENDOFCONTENT
>
> LOGS from the foreach() (but not from the while()):
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer ID (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Language (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Name (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Email (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Email Tech (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Status (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Service Type (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Service Status (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Device Name (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Device Status (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Device O/S (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Device Control Panel
> (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer DBID (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Country (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Created (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Closed (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Groups (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Ticket Priority
> (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Managed (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer SystemDB (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Service DBID (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Service Price (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Service Created (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Service Closed (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Device DBID (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Device Created (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Device Closed (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Device Type (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Device Facility (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Device Bits (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Device Addresses (template:8)
>
>
>
> I've also tried loading the CF using
> $Tickets{"TOP"}->LoadCustomFieldByIdentifier($cfname) but this does not
> work either.
>
> Basically I'm waning to copy a list of CFs from $Tickets{'TOP'} to the
> newly created one.
>
> Thank you.
>
> 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
>
>
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From cloos at netcologne.de  Tue Mar 10 06:28:40 2015
From: cloos at netcologne.de (Christian Loos)
Date: Tue, 10 Mar 2015 11:28:40 +0100
Subject: [rt-users] The use of
 $Ticket{'TOP'}->CustomFieldValues($fieldname) with
 RT::Action::CreateTickets
In-Reply-To: <CAFdkmpspV_xNcNd8PYYDwE2HNs9ArVCghiwjixsLZNAhZLKCEQ@mail.gmail.com>
References: <AF51C75C-1C43-46F0-ADCE-0909F88A8746@iweb.com>
 <CAFdkmpspV_xNcNd8PYYDwE2HNs9ArVCghiwjixsLZNAhZLKCEQ@mail.gmail.com>
Message-ID: <54FEC758.3040706@netcologne.de>

@Alex:
CreateTickets support both, CustomField and CF keys [1].

@Landon:
Why don't you simply add this lines to you template, as you are using a
static customfield list and don't want to add all customfields (assuming
you customfields are single value fields):

CF-Customfield1: {$Tickets{'TOP'}->FirstCustomFieldValue('Customfield1')}
CF-Customfield2: {$Tickets{'TOP'}->FirstCustomFieldValue('Customfield2')}
CF-etc: {$Ticket{'TOP'}->FirstCustomFieldValue('etc')}

Chris

[1]
https://github.com/bestpractical/rt/blob/stable/lib/RT/Action/CreateTickets.pm#L223-224

Am 10.03.2015 um 10:29 schrieb Alex Peters:
> You need to output "CustomField-$cfname" as the key, not "CF-$cfname".
> 
> 
> On Tue, 10 Mar 2015 6:31 pm Landon Stewart <lstewart at iweb.com
> <mailto:lstewart at iweb.com>> wrote:
> 
>     Hello,
> 
>     It seems that one cannot load the values of a CF
>     with $Ticket{'TOP'}->CustomFieldValues($fieldname).  The result is
>     an empty variable.  I've confirmed that the foreach works for each
>     of the $cfname in the @cflist since I get log entries for them but
>     $cfvs->Next doesn't produce a value (nothing is logged).
> 
>     ===Create-Ticket: Investigation
>     {
>       my @cflist = [ 'Customfield1', 'Customfield2', 'etc'];
>       our @CFTEXT;
>       foreach my $cfname (@cflist) {
>         RT::Logger->info($cfname);
>         my $cfvs = $Tickets{"TOP"}->CustomFieldValues($cfname);
>         while (my $cfv = $cfvs->Next) {
>           RT::Logger->info($cfname.": ".$cfv->Content);
>           push @CFTEXT, "CF-".$cfname.": ".$cfv->Content;
>         }
>       }
>     }
>     Queue: Investigations
>     Parents: TOP
>     Status: open
>     { join("\n", @CFTEXT) }
>     Content-Type: text/html
>     Content:<pre>{$Tickets{"TOP"}->Transactions->First->Content}</pre>
>     ENDOFCONTENT
> 
>     LOGS from the foreach() (but not from the while()):
>     [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer ID (template:8)
>     [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Language
>     (template:8)
>     [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Name (template:8)
>     [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Email (template:8)
>     [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Email Tech
>     (template:8)
>     [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Status (template:8)
>     [16779] [Tue Mar 10 06:52:53 2015] [info]: Service Type (template:8)
>     [16779] [Tue Mar 10 06:52:53 2015] [info]: Service Status (template:8)
>     [16779] [Tue Mar 10 06:52:53 2015] [info]: Device Name (template:8)
>     [16779] [Tue Mar 10 06:52:53 2015] [info]: Device Status (template:8)
>     [16779] [Tue Mar 10 06:52:53 2015] [info]: Device O/S (template:8)
>     [16779] [Tue Mar 10 06:52:53 2015] [info]: Device Control Panel
>     (template:8)
>     [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer DBID (template:8)
>     [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Country (template:8)
>     [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Created (template:8)
>     [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Closed (template:8)
>     [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Groups (template:8)
>     [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Ticket Priority
>     (template:8)
>     [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Managed (template:8)
>     [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer SystemDB
>     (template:8)
>     [16779] [Tue Mar 10 06:52:53 2015] [info]: Service DBID (template:8)
>     [16779] [Tue Mar 10 06:52:53 2015] [info]: Service Price (template:8)
>     [16779] [Tue Mar 10 06:52:53 2015] [info]: Service Created (template:8)
>     [16779] [Tue Mar 10 06:52:53 2015] [info]: Service Closed (template:8)
>     [16779] [Tue Mar 10 06:52:53 2015] [info]: Device DBID (template:8)
>     [16779] [Tue Mar 10 06:52:53 2015] [info]: Device Created (template:8)
>     [16779] [Tue Mar 10 06:52:53 2015] [info]: Device Closed (template:8)
>     [16779] [Tue Mar 10 06:52:53 2015] [info]: Device Type (template:8)
>     [16779] [Tue Mar 10 06:52:53 2015] [info]: Device Facility (template:8)
>     [16779] [Tue Mar 10 06:52:53 2015] [info]: Device Bits (template:8)
>     [16779] [Tue Mar 10 06:52:53 2015] [info]: Device Addresses (template:8)
> 
> 
> 
>     I've also tried loading the CF
>     using$Tickets{"TOP"}->LoadCustomFieldByIdentifier($cfname) but this
>     does not work either.
> 
>     Basically I'm waning to copy a list of CFs from $Tickets{'TOP'} to
>     the newly created one.
> 
>     Thank you.
> 
>     Landon Stewart : lstewart at iweb.com <mailto: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
> 



From lstewart at iweb.com  Tue Mar 10 12:01:10 2015
From: lstewart at iweb.com (Landon Stewart)
Date: Tue, 10 Mar 2015 09:01:10 -0700
Subject: [rt-users] The use of
	$Ticket{'TOP'}->CustomFieldValues($fieldname) with
	RT::Action::CreateTickets
In-Reply-To: <CAFdkmpspV_xNcNd8PYYDwE2HNs9ArVCghiwjixsLZNAhZLKCEQ@mail.gmail.com>
References: <AF51C75C-1C43-46F0-ADCE-0909F88A8746@iweb.com>
 <CAFdkmpspV_xNcNd8PYYDwE2HNs9ArVCghiwjixsLZNAhZLKCEQ@mail.gmail.com>
Message-ID: <3E3B42D9-09B8-4D1E-A3D4-FB4349B18D8B@iweb.com>

On Mar 10, 2015, at 2:29 AM, Alex Peters <alex at peters.net> wrote:
> 
> You need to output "CustomField-$cfname" as the key, not "CF-$cfname".
> 
> 

CF-$cfname should work as well but more importantly nothing is being outputted there which is the problem I'm most concerned with.


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

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From lstewart at iweb.com  Tue Mar 10 12:02:52 2015
From: lstewart at iweb.com (Landon Stewart)
Date: Tue, 10 Mar 2015 09:02:52 -0700
Subject: [rt-users] The use of
	$Ticket{'TOP'}->CustomFieldValues($fieldname) with
	RT::Action::CreateTickets
In-Reply-To: <54FEC758.3040706@netcologne.de>
References: <AF51C75C-1C43-46F0-ADCE-0909F88A8746@iweb.com>
 <CAFdkmpspV_xNcNd8PYYDwE2HNs9ArVCghiwjixsLZNAhZLKCEQ@mail.gmail.com>
 <54FEC758.3040706@netcologne.de>
Message-ID: <941E54CB-CC8B-4119-8A62-9EC10F28B314@iweb.com>

On Mar 10, 2015, at 3:28 AM, Christian Loos <cloos at netcologne.de> wrote:
> 
> @Alex:
> CreateTickets support both, CustomField and CF keys [1].
> 
> @Landon:
> Why don't you simply add this lines to you template, as you are using a
> static customfield list and don't want to add all customfields (assuming
> you customfields are single value fields):
> 
> CF-Customfield1: {$Tickets{'TOP'}->FirstCustomFieldValue('Customfield1')}
> CF-Customfield2: {$Tickets{'TOP'}->FirstCustomFieldValue('Customfield2')}
> CF-etc: {$Ticket{'TOP'}->FirstCustomFieldValue('etc')}

The problem with using FirstCustomFieldValue() is that I'd, of course, only get the first value for each CF but I want all the values for each CF to be copied over.

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

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From lstewart at iweb.com  Tue Mar 10 13:48:48 2015
From: lstewart at iweb.com (Landon Stewart)
Date: Tue, 10 Mar 2015 10:48:48 -0700
Subject: [rt-users] The use of
	$Ticket{'TOP'}->CustomFieldValues($fieldname) with
	RT::Action::CreateTickets
In-Reply-To: <AF51C75C-1C43-46F0-ADCE-0909F88A8746@iweb.com>
References: <AF51C75C-1C43-46F0-ADCE-0909F88A8746@iweb.com>
Message-ID: <580843C7-22B8-42BF-B044-12DD43DAD5F9@iweb.com>

Hello RT-Users,

Nevermind!  :-)

I'm doing a chain of RT::Action::CreateTickets and it turns out my problem was that the custom fields were not being set before the Investigation ticket creation and therefor the CF's had no values.  Once the issue with that was resolved it all started working perfectly.

Landon Stewart : lstewart at iweb.com
Lead Specialist, Abuse and Security Management
Sp?cialiste principal, gestion des abus et s?curit?
http://iweb.com : +1 (888) 909-4932


> On Mar 10, 2015, at 12:15 AM, Landon Stewart <lstewart at iweb.com> wrote:
> 
> Hello,
> 
> It seems that one cannot load the values of a CF with $Ticket{'TOP'}->CustomFieldValues($fieldname).  The result is an empty variable.  I've confirmed that the foreach works for each of the $cfname in the @cflist since I get log entries for them but $cfvs->Next doesn't produce a value (nothing is logged).
> 
> ===Create-Ticket: Investigation
> {
>   my @cflist = [ 'Customfield1', 'Customfield2', 'etc'];
>   our @CFTEXT;
>   foreach my $cfname (@cflist) {
>     RT::Logger->info($cfname);
>     my $cfvs = $Tickets{"TOP"}->CustomFieldValues($cfname);
>     while (my $cfv = $cfvs->Next) {
>       RT::Logger->info($cfname.": ".$cfv->Content);
>       push @CFTEXT, "CF-".$cfname.": ".$cfv->Content;
>     }
>   }
> }
> Queue: Investigations
> Parents: TOP
> Status: open
> { join("\n", @CFTEXT) }
> Content-Type: text/html
> Content:<pre>{$Tickets{"TOP"}->Transactions->First->Content}</pre>
> ENDOFCONTENT


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From jblaine at kickflop.net  Tue Mar 10 15:35:03 2015
From: jblaine at kickflop.net (Jeff Blaine)
Date: Tue, 10 Mar 2015 15:35:03 -0400
Subject: [rt-users] Improper display of ticket transaction's HTML
Message-ID: <54FF4767.2090202@kickflop.net>

Hi,

We're using RT 4.2.5 (for now).

$PreferRichText is turned on.

We've put in place a Web_Local.pm that is allowing all tags via:

    push @SCRUBBER_ALLOWED_TAGS, qw('*');

Something is still mucking with our HTML though, specifically (that
we've found so far) various table tags' attributes like borders and
padding seem to not be rendered properly. The table borders don't render
at all.

Any ideas?

It is a little unclear to me exactly how to use
%SCRUBBER_ALLOWED_ATTRIBS ... setting it to {'*', 1} caused various
links in the web UI to not work anymore.


From mariogongora01 at gmail.com  Tue Mar 10 17:02:49 2015
From: mariogongora01 at gmail.com (=?UTF-8?Q?Mario_G=C3=B3ngora?=)
Date: Tue, 10 Mar 2015 16:02:49 -0500
Subject: [rt-users] fastcgi: comm with server aborted: read failed after
	installing RTIR
Message-ID: <CAGqmwc053YmukPPav9sUvL4s214QM0wQQKeHqqWg9E-2hief5g@mail.gmail.com>

Hello,

I am installing a RT instance with the RTIR plugin. When the plugin
finished the installation the server showed a "Internal Server Error" in
the Web Browser.

We are using RT 4.2.9 and RTIR 3.2.0 versions.

Below are the type of logs that this error is generating.

[Tue Mar 10 09:00:43.794689 2015] [fastcgi:error] [pid 5642:tid
140086415734528] (104)Connection reset by peer: [client a.b.c.d:58530]
FastCGI: comm with server "/opt/rt4/sbin/rt-server.fcgi" aborted: read
failed

[Tue Mar 10 09:00:43.794830 2015] [fastcgi:error] [pid 19097:tid
139882731890432] [client a.b.c.d:54743] FastCGI: incomplete headers (0
bytes) received from server "/opt/rt4/sbin/rt-server.fcgi"


Have you ever experienced this type of error?, can you help me identify
what could be wrong with the installation? Thanks in advance.

Mario
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From ktm at rice.edu  Tue Mar 10 17:05:46 2015
From: ktm at rice.edu (ktm at rice.edu)
Date: Tue, 10 Mar 2015 16:05:46 -0500
Subject: [rt-users] fastcgi: comm with server aborted: read failed after
 installing RTIR
In-Reply-To: <CAGqmwc053YmukPPav9sUvL4s214QM0wQQKeHqqWg9E-2hief5g@mail.gmail.com>
References: <CAGqmwc053YmukPPav9sUvL4s214QM0wQQKeHqqWg9E-2hief5g@mail.gmail.com>
Message-ID: <20150310210546.GR1448@aart.rice.edu>

On Tue, Mar 10, 2015 at 04:02:49PM -0500, Mario G?ngora wrote:
> Hello,
> 
> I am installing a RT instance with the RTIR plugin. When the plugin
> finished the installation the server showed a "Internal Server Error" in
> the Web Browser.
> 
> We are using RT 4.2.9 and RTIR 3.2.0 versions.
> 
> Below are the type of logs that this error is generating.
> 
> [Tue Mar 10 09:00:43.794689 2015] [fastcgi:error] [pid 5642:tid
> 140086415734528] (104)Connection reset by peer: [client a.b.c.d:58530]
> FastCGI: comm with server "/opt/rt4/sbin/rt-server.fcgi" aborted: read
> failed
> 
> [Tue Mar 10 09:00:43.794830 2015] [fastcgi:error] [pid 19097:tid
> 139882731890432] [client a.b.c.d:54743] FastCGI: incomplete headers (0
> bytes) received from server "/opt/rt4/sbin/rt-server.fcgi"
> 
> 
> Have you ever experienced this type of error?, can you help me identify
> what could be wrong with the installation? Thanks in advance.
> 
> Mario

Hi Mario,

You need to check the RT logs to see what happened. The fastcgi logs
are just telling you that something did.

Regards,
Ken


From cloos at netcologne.de  Wed Mar 11 03:56:30 2015
From: cloos at netcologne.de (Christian Loos)
Date: Wed, 11 Mar 2015 08:56:30 +0100
Subject: [rt-users] Improper display of ticket transaction's HTML
In-Reply-To: <54FF4767.2090202@kickflop.net>
References: <54FF4767.2090202@kickflop.net>
Message-ID: <54FFF52E.1060508@netcologne.de>

Hi,

upgrading to a more recent version of RT and installing HTML::Gumbo
gives you tables in transactions (RT supports this since 4.2.6) [1].

If you can't upgrade, you can use RT::Extension::PermissiveHTMLMail [2].

Chris

[1] https://www.bestpractical.com/docs/rt/4.2/RT_Config.html#PreferRichText
[2] https://github.com/bestpractical/rt-extension-permissivehtmlmail

Am 10.03.2015 um 20:35 schrieb Jeff Blaine:
> Hi,
> 
> We're using RT 4.2.5 (for now).
> 
> $PreferRichText is turned on.
> 
> We've put in place a Web_Local.pm that is allowing all tags via:
> 
>     push @SCRUBBER_ALLOWED_TAGS, qw('*');
> 
> Something is still mucking with our HTML though, specifically (that
> we've found so far) various table tags' attributes like borders and
> padding seem to not be rendered properly. The table borders don't render
> at all.
> 
> Any ideas?
> 
> It is a little unclear to me exactly how to use
> %SCRUBBER_ALLOWED_ATTRIBS ... setting it to {'*', 1} caused various
> links in the web UI to not work anymore.
> 



From fleon at seguroscatatumbo.com  Wed Mar 11 08:56:59 2015
From: fleon at seguroscatatumbo.com (fleon)
Date: Wed, 11 Mar 2015 05:56:59 -0700 (MST)
Subject: [rt-users] Cron jobs generate output since 4.2.10
Message-ID: <1426078619214-59741.post@n7.nabble.com>

Hello, since upgrading RT to 4.2.10 i am getting mails regarding cron jobs:

Here's the cron job:

0 8 * * * root /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL
--search-ar
g "Queue = 'apoyo' AND Owner != 'Nobody' AND (  Status = 'open' OR Status =
'new
' ) AND Created < '1 day ago'" --action RT::Action::Notify --action-arg
Owner,Al
waysNotifyActor --template 'Recordatorio' --transaction first

Here's the email i am getting:

Subject: Cron <root at mar-zabbix> /opt/rt4/bin/rt-crontool --search
        RT::Search::FromSQL --search-arg "Queue = 'apoyo' AND Owner !=
'Nobody'
        AND (  Status = 'open' OR Status = 'new' ) AND Created < '1 day
ago'"
        --action RT::Action::Notify --action-arg Owner,AlwaysNotifyActor
        --template 'Recordatorio' --transaction first

[21899] [Mon Mar  9 18:30:03 2015] [info]: Using w3m for HTML -> text
conversion
+(/opt/rt4/bin/../lib/RT/Interface/Email.pm:1855)

I know that since 4.2.10 w3m is being used for HTML to text conversion, what
i want to know is how to remove this message, since any output generated by
cron means a email is sent.




--
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From jdg117 at elvis.arl.psu.edu  Wed Mar 11 10:39:44 2015
From: jdg117 at elvis.arl.psu.edu (John D Groenveld)
Date: Wed, 11 Mar 2015 10:39:44 -0400
Subject: [rt-users] Cron jobs generate output since 4.2.10
In-Reply-To: Your message of "Wed, 11 Mar 2015 05:56:59 PDT."
 <1426078619214-59741.post@n7.nabble.com> 
References: <1426078619214-59741.post@n7.nabble.com> 
Message-ID: <201503111439.t2BEdidE003437@elvis.arl.psu.edu>

In message <1426078619214-59741.post at n7.nabble.com>, fleon writes:
>Hello, since upgrading RT to 4.2.10 i am getting mails regarding cron jobs:

<URL:http://lists.bestpractical.com/pipermail/rt-users/2015-February/085473.html>

John
groenveld at acm.org



From fleon at seguroscatatumbo.com  Wed Mar 11 10:54:12 2015
From: fleon at seguroscatatumbo.com (fleon)
Date: Wed, 11 Mar 2015 07:54:12 -0700 (MST)
Subject: [rt-users] Cron jobs generate output since 4.2.10
In-Reply-To: <201503111439.t2BEdidE003437@elvis.arl.psu.edu>
References: <1426078619214-59741.post@n7.nabble.com>
 <201503111439.t2BEdidE003437@elvis.arl.psu.edu>
Message-ID: <1426085652175-59743.post@n7.nabble.com>

Thanks!



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Cron-jobs-generate-output-since-4-2-10-tp59741p59743.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From guadagnino.cristiano at creval.it  Wed Mar 11 11:11:16 2015
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Wed, 11 Mar 2015 15:11:16 +0000
Subject: [rt-users] Testing SLA extension
Message-ID: <55005B00.6060106@creval.it>

Hi all,
I am configuring some new queues for a division that wants to use RT too.

They work with SLAs, so I am testing the usage of the SLA extension.

I installed it, but I have some difficulties adapting it to the way they work.
They want to have this kind of SLA: when a ticket with a particular pattern in the object arrives, they want to have a work-day to take it, and another work-day to resolve it.

I have RT::Extension::ExtractCustomFieldValues to scan the subject of incoming emails and set the SLA CF accordingly. This is working correctly.

Here is my RT::Extension::SLA configuration:

# For RT-Extension-SLA
%RT::ServiceAgreements = (
        Default => 'NoSLA',
        QueueDefault => {
                'SicurezzaLogica' => 'NoSLA',
        },
        Levels => {
                'NoSLA' => { Resolve => { BusinessMinutes => 60*24*365*5 } },
                'Standard' => {
                        BusinessHours => 'Default',
                        Starts => { BusinessMinutes => 60*8 },
                        Resolve => { BusinessMinutes => 60*8 },
                },
        },
);
%RT::ServiceBusinessHours = (
        'Default' => {
                1 => { Name => 'Luned?',    Start => '8:05', End => '16:46', Breaks => [ { Start => '13:05', End => '14:15' } ] },
                2 => { Name => 'Marted?',   Start => '8:05', End => '16:46', Breaks => [ { Start => '13:05', End => '14:15' } ] },
                3 => { Name => 'Mercoled?', Start => '8:05', End => '16:46', Breaks => [ { Start => '13:05', End => '14:15' } ] },
                4 => { Name => 'Gioved?',   Start => '8:05', End => '16:46', Breaks => [ { Start => '13:05', End => '14:15' } ] },
                5 => { Name => 'Venerd?',   Start => '8:05', End => '16:46', Breaks => [ { Start => '13:05', End => '14:15' } ] },
                holidays => [qw(01-01 01-06 04-05 04-06 04-25 05-01 06-02 08-15 11-01 12-08 12-25 )],
        },
);
# End RT-Extension-SLA

When I create a test ticket with the "magic" word in the subject, i get this:

The RT System itself - SLA NoSLA added
The RT System itself - Starts changed from Not set to 2015-03-11 10:51:23
The RT System itself - changed SLA NoSLA to Standard
The RT System itself - Due changed from Not set to 2015-03-12 11:20:23
The RT System itself - Starts changed from 2015-03-11 10:51:23 to 2015-03-12 11:20:23

(hand translated from italian)

This is correct, but then when I take that ticket, the due date is not changed again.
Is this correct?
Is it possible to configure the SLA extension to work the way they want?

Thank you in advance for any help.
Cris

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From bbaker at copesan.com  Thu Mar 12 17:42:14 2015
From: bbaker at copesan.com (Bryon Baker)
Date: Thu, 12 Mar 2015 21:42:14 +0000
Subject: [rt-users] Trying to reduce transactions
Message-ID: <DM2PR0501MB118202A8B17687103E7CF265CD060@DM2PR0501MB1182.namprd05.prod.outlook.com>

I am updating the time worked very often and would like to hide the transaction the snippet of code below seems to have no effect.
Can anyone help?

$ticket->SetTimeWorked($crtimeworked, RecordTransaction=>0);

My is to not record a transaction when I update the Time Worked field.  Is that possible?

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726  *  262-783-6261 ext. 2296
bbaker at copesan.com<mailto:cstephan at copesan.com>
www.copesan.com<http://www.copesan.com/>
"Servicing North America with Local Care"

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From jab at xmission.com  Thu Mar 12 18:41:21 2015
From: jab at xmission.com (Michael Jablonski)
Date: Thu, 12 Mar 2015 16:41:21 -0600 (MDT)
Subject: [rt-users] User able to view, comment,
 reply to tickets not belonging to themselves
In-Reply-To: <1103482731.3637850.1426199868371.JavaMail.zimbra@corp.xmission.com>
Message-ID: <1570372184.3648877.1426200081867.JavaMail.zimbra@corp.xmission.com>

Hello everyone, 

I currently have RT 4.2.9 installed. I have the ability for our customers to log in and view their open and resolved tickets. This all works great and they can comment, reply and change the status on their tickets. However my issue is this: in the URL "domain.tld/SelfService/Display.html?id= 1503120001 ". After the id= it displays the ticket number. 
If I am a cleaver user I can easily understand the ticketing number and change it to 1503110001 and see the ticket that belongs to someone else, and they have the ability to comment, reply etc. 

I am looking for a way to either 
1) Not have the ticket number displayed in the URL 
2) Not have the ability to view other tickets that do not belong to the user logged in 

Thanks in advance if anyone can help me with this. 

Michael Jab 
XMission Support Manager 
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From bbaker at copesan.com  Thu Mar 12 19:23:41 2015
From: bbaker at copesan.com (Bryon Baker)
Date: Thu, 12 Mar 2015 23:23:41 +0000
Subject: [rt-users] Down System
Message-ID: <DM2PR0501MB11824FFB8F6C9B634636CF57CD060@DM2PR0501MB1182.namprd05.prod.outlook.com>

Need help tracking down what is causing these messages.

Please help

[Thu Mar 12 18:19:47 2015] [error] [client 192.168.250.231] Premature end of script headers: rt-server.fcgi
[Thu Mar 12 18:19:54 2015] [warn] [client 192.168.250.231] mod_fcgid: read data timeout in 40 seconds
[Thu Mar 12 18:19:54 2015] [error] [client 192.168.250.231] Premature end of script headers: rt-server.fcgi

Thanks Bryon
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726  ?  262-783-6261 ext. 2296
bbaker at copesan.com<mailto:cstephan at copesan.com>
www.copesan.com<http://www.copesan.com/>
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From 488980EBJXOLBZAT at directbox.com  Fri Mar 13 03:30:07 2015
From: 488980EBJXOLBZAT at directbox.com (Thomas Schubert)
Date: Fri, 13 Mar 2015 08:30:07 +0100
Subject: [rt-users] search for tickets which users *@xyz.com have been the
	last to post messasges in
Message-ID: <11f749e5f3594c5796a03d03bae8f9ef@directbox.com>

I'm looking for a methode inside the gui of RT to 
 search for all tickets which users of a particular company / wich a pattern in Email-adress
 (e.g. @xyz.com) have been the last to post a messasges into.

 I am a admin via rt's gui, not a programmer nor able to do much configuration work at the linux console.

 So far, I've tried to find some fields to put such search together but did not find anything helping.

 I'm using RT 4.2.10 on RHEL.

 Can anyone point me in the right direction?

 regards,
 Thomas Schubert
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From fluca1978 at infinito.it  Fri Mar 13 03:42:14 2015
From: fluca1978 at infinito.it (Luca Ferrari)
Date: Fri, 13 Mar 2015 08:42:14 +0100
Subject: [rt-users] Down System
In-Reply-To: <DM2PR0501MB11824FFB8F6C9B634636CF57CD060@DM2PR0501MB1182.namprd05.prod.outlook.com>
References: <DM2PR0501MB11824FFB8F6C9B634636CF57CD060@DM2PR0501MB1182.namprd05.prod.outlook.com>
Message-ID: <CAKoxK+7RFJ3vAs6j_GLMWZpaFcRhs5or2uKb566msOXK44FVLg@mail.gmail.com>

On Fri, Mar 13, 2015 at 12:23 AM, Bryon Baker <bbaker at copesan.com> wrote:
> Need help tracking down what is causing these messages.
>

What happens if you run the script from the command line? Maybe
there's a missing library due to an automatic upgrade?

Luca


From bbaker at copesan.com  Fri Mar 13 07:55:41 2015
From: bbaker at copesan.com (Bryon Baker)
Date: Fri, 13 Mar 2015 11:55:41 +0000
Subject: [rt-users] Down System
In-Reply-To: <CAKoxK+7RFJ3vAs6j_GLMWZpaFcRhs5or2uKb566msOXK44FVLg@mail.gmail.com>
References: <DM2PR0501MB11824FFB8F6C9B634636CF57CD060@DM2PR0501MB1182.namprd05.prod.outlook.com>
 <CAKoxK+7RFJ3vAs6j_GLMWZpaFcRhs5or2uKb566msOXK44FVLg@mail.gmail.com>
Message-ID: <DM2PR0501MB1182B4F9F678C3D3385CD077CD070@DM2PR0501MB1182.namprd05.prod.outlook.com>

I do not have the system set to allow automatic upgrades.

It appears that it have been cause by some testing I was doing, delete a couple of test tickets that had a very large amount of transactions.  The system seems to be running fine after that task was complete.

Which raises another concern it the problem just lurking around waiting to strike again.

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726? ?? 262-783-6261 ext. 2296
bbaker at copesan.com
www.copesan.com
"Servicing North America with Local Care"

-----Original Message-----
From: fluca1978 at gmail.com [mailto:fluca1978 at gmail.com] On Behalf Of Luca Ferrari
Sent: Friday, March 13, 2015 2:42 AM
To: Bryon Baker
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Down System

On Fri, Mar 13, 2015 at 12:23 AM, Bryon Baker <bbaker at copesan.com> wrote:
> Need help tracking down what is causing these messages.
>

What happens if you run the script from the command line? Maybe there's a missing library due to an automatic upgrade?

Luca

From ktm at rice.edu  Fri Mar 13 10:00:24 2015
From: ktm at rice.edu (ktm at rice.edu)
Date: Fri, 13 Mar 2015 09:00:24 -0500
Subject: [rt-users] Down System
In-Reply-To: <DM2PR0501MB1182B4F9F678C3D3385CD077CD070@DM2PR0501MB1182.namprd05.prod.outlook.com>
References: <DM2PR0501MB11824FFB8F6C9B634636CF57CD060@DM2PR0501MB1182.namprd05.prod.outlook.com>
 <CAKoxK+7RFJ3vAs6j_GLMWZpaFcRhs5or2uKb566msOXK44FVLg@mail.gmail.com>
 <DM2PR0501MB1182B4F9F678C3D3385CD077CD070@DM2PR0501MB1182.namprd05.prod.outlook.com>
Message-ID: <20150313140024.GA17575@aart.rice.edu>

On Fri, Mar 13, 2015 at 11:55:41AM +0000, Bryon Baker wrote:
> I do not have the system set to allow automatic upgrades.
> 
> It appears that it have been cause by some testing I was doing, delete a couple of test tickets that had a very large amount of transactions.  The system seems to be running fine after that task was complete.
> 
> Which raises another concern it the problem just lurking around waiting to strike again.
> 

Hi Bryon,

You need to increase your fcgi timeout value to allow for an
update that takes a long period of time. 40s is way too small.
You need to be able to accomodate the longest query that you
typically run from RT. We have some very long reporting dashboards
and have a 12h timeout to allow them to complete. The mod_perl
configuration we used to use had no timeout at all, for example.
Now by and large most responses take a very short period of time
but you need to allow for the occasional long ones, as you noticed.

Regards,
Ken


From rtusers-20090205 at billmail.scconsult.com  Fri Mar 13 10:08:20 2015
From: rtusers-20090205 at billmail.scconsult.com (Bill Cole)
Date: Fri, 13 Mar 2015 10:08:20 -0400
Subject: [rt-users] User able to view, comment,
 reply to tickets not belonging to themselves
In-Reply-To: <1570372184.3648877.1426200081867.JavaMail.zimbra@corp.xmission.com>
References: <1570372184.3648877.1426200081867.JavaMail.zimbra@corp.xmission.com>
Message-ID: <53F60A01-6CD0-4ED7-B18D-27CA5444471E@billmail.scconsult.com>

On 12 Mar 2015, at 18:41, Michael Jablonski wrote:

> Hello everyone,
>
> I currently have RT 4.2.9 installed. I have the ability for our 
> customers to log in and view their open and resolved tickets. This all 
> works great and they can comment, reply and change the status on their 
> tickets. However my issue is this: in the URL 
> "domain.tld/SelfService/Display.html?id= 1503120001 ". After the id= 
> it displays the ticket number.
> If I am a cleaver user I can easily understand the ticketing number 
> and change it to 1503110001 and see the ticket that belongs to someone 
> else, and they have the ability to comment, reply etc.
>
> I am looking for a way to either
> 1) Not have the ticket number displayed in the URL

Entirely infeasible, also not a solution, since it only slightly raises 
the cleverness bar. RT depends on having unique URLs for tickets.

> 2) Not have the ability to view other tickets that do not belong to 
> the user logged in

That's what you get with the default Rights configuration. You may have 
assigned overly-permissive Rights to the  System groups "Everyone" 
and/or "Unprivileged." On the Admin/Global/GroupRights.html page, 
uncheck 'View ticket summaries' (ShowTicket) for those groups. 
Unprivileged users should only get a ShowTicket Right by way of having a 
Requestor or Cc role. You should also confirm that those roles DO have 
it granted.


From bbaker at copesan.com  Fri Mar 13 10:35:28 2015
From: bbaker at copesan.com (Bryon Baker)
Date: Fri, 13 Mar 2015 14:35:28 +0000
Subject: [rt-users] Down System
In-Reply-To: <20150313140024.GA17575@aart.rice.edu>
References: <DM2PR0501MB11824FFB8F6C9B634636CF57CD060@DM2PR0501MB1182.namprd05.prod.outlook.com>
 <CAKoxK+7RFJ3vAs6j_GLMWZpaFcRhs5or2uKb566msOXK44FVLg@mail.gmail.com>
 <DM2PR0501MB1182B4F9F678C3D3385CD077CD070@DM2PR0501MB1182.namprd05.prod.outlook.com>
 <20150313140024.GA17575@aart.rice.edu>
Message-ID: <DM2PR0501MB1182490E8B40ABB353B6DDC2CD070@DM2PR0501MB1182.namprd05.prod.outlook.com>

Thanks Ken 
I can increase that value but is there any why to see what script or query is taking the longest?

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726? .? 262-783-6261 ext. 2296
bbaker at copesan.com
www.copesan.com
"Servicing North America with Local Care"


-----Original Message-----
From: ktm at rice.edu [mailto:ktm at rice.edu] 
Sent: Friday, March 13, 2015 9:00 AM
To: Bryon Baker
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Down System

On Fri, Mar 13, 2015 at 11:55:41AM +0000, Bryon Baker wrote:
> I do not have the system set to allow automatic upgrades.
> 
> It appears that it have been cause by some testing I was doing, delete a couple of test tickets that had a very large amount of transactions.  The system seems to be running fine after that task was complete.
> 
> Which raises another concern it the problem just lurking around waiting to strike again.
> 

Hi Bryon,

You need to increase your fcgi timeout value to allow for an update that takes a long period of time. 40s is way too small.
You need to be able to accomodate the longest query that you typically run from RT. We have some very long reporting dashboards and have a 12h timeout to allow them to complete. The mod_perl configuration we used to use had no timeout at all, for example.
Now by and large most responses take a very short period of time but you need to allow for the occasional long ones, as you noticed.

Regards,
Ken


From jab at xmission.com  Fri Mar 13 15:12:49 2015
From: jab at xmission.com (Michael Jablonski)
Date: Fri, 13 Mar 2015 13:12:49 -0600 (MDT)
Subject: [rt-users] User able to view, comment,
 reply to tickets not belonging to themselves
In-Reply-To: <CAOtpkahwEOSpJsYiozS_BWTv-E2v4SCVHh2wD-j-yQGscBUx2g@mail.gmail.com>
References: <1103482731.3637850.1426199868371.JavaMail.zimbra@corp.xmission.com>
 <1570372184.3648877.1426200081867.JavaMail.zimbra@corp.xmission.com>
 <CAOtpkahwEOSpJsYiozS_BWTv-E2v4SCVHh2wD-j-yQGscBUx2g@mail.gmail.com>
Message-ID: <1723194865.2560017.1426273969256.JavaMail.zimbra@corp.xmission.com>

Kenneth and Bill, Thank you - I got so frustrated that I removed all permissions, ended up locking my self out, logged in with root and found the solution. 
Seems I had under Admin > Global > Group Rights in the Everyone Rights for Administrators the box for 'Do anything and everything' was checked. Once I unchecked it and started to set permissions on a queue level I got it to work like a charm. 

Thanks again for all your help guys. 

Michael J 

----- Original Message -----

From: "Kenneth Crocker" <kenn.crocker at gmail.com> 
To: "Michael Jablonski" <jab at xmission.com> 
Sent: Friday, March 13, 2015 9:38:10 AM 
Subject: Re: [rt-users] User able to view, comment, reply to tickets not belonging to themselves 

Michael, 

Bill is right. You have to be careful how you grant rights. I've attahced an excerpt from my eBook "Request tracker for Beginners - A Topical Guide". I have a complet section on rights that includes group rights and rights/permissions for Custom Fields as well as how you should set up global and Queue rights. 

I'd be happy to answer questions you once you've read it. 

Kenn 

On Thu, Mar 12, 2015 at 3:41 PM, Michael Jablonski < jab at xmission.com > wrote: 



Hello everyone, 

I currently have RT 4.2.9 installed. I have the ability for our customers to log in and view their open and resolved tickets. This all works great and they can comment, reply and change the status on their tickets. However my issue is this: in the URL "domain.tld/SelfService/Display.html?id= 1503120001 ". After the id= it displays the ticket number. 
If I am a cleaver user I can easily understand the ticketing number and change it to 1503110001 and see the ticket that belongs to someone else, and they have the ability to comment, reply etc. 

I am looking for a way to either 
1) Not have the ticket number displayed in the URL 
2) Not have the ability to view other tickets that do not belong to the user logged in 

Thanks in advance if anyone can help me with this. 

Michael Jab 
XMission Support Manager 





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From allen.joslin at gmail.com  Fri Mar 13 16:02:09 2015
From: allen.joslin at gmail.com (Al Joslin)
Date: Fri, 13 Mar 2015 16:02:09 -0400
Subject: [rt-users] TicketSQL to select all tickets with requestor "nobody
	in particular"
Message-ID: <55345367-0088-4D05-B145-0E2522807F8A@gmail.com>

What is the TicketSQL to select all tickets with requestor "nobody in particular? ?

I can?t get  that list from the Search GUI either

thanks
al;

From trevor at onepost.net  Fri Mar 13 16:33:01 2015
From: trevor at onepost.net (Trev)
Date: Fri, 13 Mar 2015 16:33:01 -0400
Subject: [rt-users] TicketSQL to select all tickets with requestor
 "nobody in particular"
In-Reply-To: <55345367-0088-4D05-B145-0E2522807F8A@gmail.com>
References: <55345367-0088-4D05-B145-0E2522807F8A@gmail.com>
Message-ID: <CAG9amYO3tbxedmn=TdjUADmEw5L8yToGj_d+a6ngdkTtKebVJg@mail.gmail.com>

Use 'nobody' vs. 'nobody in particular' as your search criteria.

On Fri, Mar 13, 2015 at 4:02 PM, Al Joslin <allen.joslin at gmail.com> wrote:

> What is the TicketSQL to select all tickets with requestor "nobody in
> particular? ?
>
> I can?t get  that list from the Search GUI either
>
> thanks
> al;
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From allen.joslin at gmail.com  Fri Mar 13 16:54:19 2015
From: allen.joslin at gmail.com (Al Joslin)
Date: Fri, 13 Mar 2015 16:54:19 -0400
Subject: [rt-users] TicketSQL to select all tickets with requestor
	"nobody in particular"
In-Reply-To: <CAG9amYO3tbxedmn=TdjUADmEw5L8yToGj_d+a6ngdkTtKebVJg@mail.gmail.com>
References: <55345367-0088-4D05-B145-0E2522807F8A@gmail.com>
 <CAG9amYO3tbxedmn=TdjUADmEw5L8yToGj_d+a6ngdkTtKebVJg@mail.gmail.com>
Message-ID: <056C99C7-D932-46D9-8816-A93BA9E4B41D@gmail.com>

no, that doesn?t work

I was able to get something by selecting requestor email not like ?@?


> On Mar 13, 2015, at 4:33 PM, Trev <trevor at onepost.net> wrote:
> 
> Use 'nobody' vs. 'nobody in particular' as your search criteria.
> 
> On Fri, Mar 13, 2015 at 4:02 PM, Al Joslin <allen.joslin at gmail.com <mailto:allen.joslin at gmail.com>> wrote:
> What is the TicketSQL to select all tickets with requestor "nobody in particular? ?
> 
> I can?t get  that list from the Search GUI either
> 
> thanks
> al;
> 

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From rick.zoerner at cccparts.com  Fri Mar 13 16:58:09 2015
From: rick.zoerner at cccparts.com (Rick Zoerner)
Date: Fri, 13 Mar 2015 20:58:09 +0000
Subject: [rt-users] How to email entire ticket history and attach items from
	tickets
Message-ID: <DM2PR06MB399D1B53DA31F99AAEECBBCF4070@DM2PR06MB399.namprd06.prod.outlook.com>

Hi,

I have set up an approval process for invoices that is working perfectly up to the paying part. However, to finish it up I have 2 tasks I can't figure out on my own.
1)   I need to be able to send the entire "History" of the ticket in an email, and,
2)   Attach any and all attachments from a particular custom field (of a type=attach multiple documents).

So far, for this project, I have:
   1- created a custom lifecycle using status changes to move a CapEx through stages of authorization, acquisition, approval for payment and payment.
   2- created custom templates for each status. Each status change triggers an email using a template customized  for that person/stage in the process (i.e. "Manager Approval", "IT Approval", "Finance Approval", "Acquire", "ApproveToPay", "Coding", "Pay").
   3- set up custom fields in the ticket to hold all the attachments needed during the process in a consistent location. Quotes, invoices, etc.

The history display is particularly important because it is the audit trail of all the approvals. Each approval level is just a drop-down custom field in the ticket (approved/denied). It is the history that shows who flipped it to "Approved" and the date/time stamp of when they did.

It works great for everybody in the sequence except the final stage - paying the invoice(s). 
Finance has to open the ticket, print the web page to capture the history (audit trail), then find the attachments and open/print each of them, then look at the field where coding listed how to book the payable (GL account and dollar amount), etc.

Since I am already sending them an email with a link to the ticket in it when the status changes to "pay"... I would like to include in that email the full history, a couple other custom fields I can capture easily (like the coding, the original justification, etc.), and attach the invoices - one-stop shopping for A/P. I just can't find anything to help me figure out how to call out the entire ticket history.

Thanks in advance to anyone who has a ready answer for this - I'm NOT a programmer at all, so I've spent several days looking through the documentation and only barely able to understand a fraction of it. Please speak to me as to a child - in Perl that would be an overly generous appraisal of my ability.

-Rick 



From lstewart at iweb.com  Fri Mar 13 18:55:04 2015
From: lstewart at iweb.com (Landon Stewart)
Date: Fri, 13 Mar 2015 15:55:04 -0700
Subject: [rt-users] TicketSQL to select all tickets with requestor
	"nobody in particular"
In-Reply-To: <55345367-0088-4D05-B145-0E2522807F8A@gmail.com>
References: <55345367-0088-4D05-B145-0E2522807F8A@gmail.com>
Message-ID: <A3C3F746-4565-4C3A-A446-A7BA1D937749@iweb.com>

Our "Nobody" user is ID #6 so I'd use that in the TicketSQL query as:

"Requestor.id = 6"

You can find out what your "Nobody" user's ID is (probably the same as ours):

1) Admin -> Users -> Select
2) Go to user: Nobody
3) click "Go!"

Landon Stewart : lstewart at iweb.com
Lead Specialist, Abuse and Security Management
Sp?cialiste principal, gestion des abus et s?curit?
http://iweb.com : +1 (888) 909-4932

> On Mar 13, 2015, at 1:02 PM, Al Joslin <allen.joslin at gmail.com> wrote:
> 
> What is the TicketSQL to select all tickets with requestor "nobody in particular? ?
> 
> I can?t get  that list from the Search GUI either
> 
> thanks
> al;

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From lstewart at iweb.com  Fri Mar 13 19:05:43 2015
From: lstewart at iweb.com (Landon Stewart)
Date: Fri, 13 Mar 2015 16:05:43 -0700
Subject: [rt-users] How to email entire ticket history and attach items
	from tickets
In-Reply-To: <DM2PR06MB399D1B53DA31F99AAEECBBCF4070@DM2PR06MB399.namprd06.prod.outlook.com>
References: <DM2PR06MB399D1B53DA31F99AAEECBBCF4070@DM2PR06MB399.namprd06.prod.outlook.com>
Message-ID: <8E56F18A-AAFE-4A30-AEA9-059B9518B09B@iweb.com>

Hi Rick,

For the complete history of a ticket you need to first load the tickets transactions and then select those you want to cycle through - then cycle through them and only printing the create and correspond content.

In the template try something like this code block:
{
    # Select which transactions to cycle through
    my $transactions = $Ticket->Transactions;
    $transactions->Limit( FIELD => 'Type', VALUE => 'Create' );
    $transactions->Limit( FIELD => 'Type', VALUE => 'Correspond', ENTRYAGGREGATOR => 'OR', OPERATOR => '=' );

    # Build the $content variable up - we'll be concatenating to this string below
    my $content;
    while (my $transaction = $transactions->Next) {
        my $attachments = $transaction->Attachments;
        while (my $attachment = $attachments->Next) {
            next unless $attachment->ContentType =~ m!^(text/html|text/plain|message|text$)!i;  # skip non-text stuff
            # Only include headers if they are present on the attachment
            $content .= defined $attachment->GetHeader('From') ? "From: ".$attachment->GetHeader('From')."\n" : "";
            $content .= defined $attachment->GetHeader('To') ? "To: ".$attachment->GetHeader('To')."\n" : "";
            $content .= defined $attachment->GetHeader('Subject') ? "Subject: ".$attachment->GetHeader('Subject')."\n\n" : "";
            # Include the content of the attachment
            $content .= defined $attachment->OriginalContent ? $attachment->OriginalContent : "";
        }
    }
    return $content;
}

The above is not really tested code but I know the idea behind it works.

You've got me on the attachments.  I'd like to know more about that as well since attaching a file from a past update to a new a ticket update would be awesome.

Landon Stewart : lstewart at iweb.com
Lead Specialist, Abuse and Security Management
Sp?cialiste principal, gestion des abus et s?curit?
http://iweb.com : +1 (888) 909-4932

> On Mar 13, 2015, at 1:58 PM, Rick Zoerner <rick.zoerner at cccparts.com> wrote:
> 
> Hi,
> 
> I have set up an approval process for invoices that is working perfectly up to the paying part. However, to finish it up I have 2 tasks I can't figure out on my own.
> 1)   I need to be able to send the entire "History" of the ticket in an email, and,
> 2)   Attach any and all attachments from a particular custom field (of a type=attach multiple documents).
> 
> So far, for this project, I have:
>   1- created a custom lifecycle using status changes to move a CapEx through stages of authorization, acquisition, approval for payment and payment.
>   2- created custom templates for each status. Each status change triggers an email using a template customized  for that person/stage in the process (i.e. "Manager Approval", "IT Approval", "Finance Approval", "Acquire", "ApproveToPay", "Coding", "Pay").
>   3- set up custom fields in the ticket to hold all the attachments needed during the process in a consistent location. Quotes, invoices, etc.
> 
> The history display is particularly important because it is the audit trail of all the approvals. Each approval level is just a drop-down custom field in the ticket (approved/denied). It is the history that shows who flipped it to "Approved" and the date/time stamp of when they did.
> 
> It works great for everybody in the sequence except the final stage - paying the invoice(s).
> Finance has to open the ticket, print the web page to capture the history (audit trail), then find the attachments and open/print each of them, then look at the field where coding listed how to book the payable (GL account and dollar amount), etc.
> 
> Since I am already sending them an email with a link to the ticket in it when the status changes to "pay"... I would like to include in that email the full history, a couple other custom fields I can capture easily (like the coding, the original justification, etc.), and attach the invoices - one-stop shopping for A/P. I just can't find anything to help me figure out how to call out the entire ticket history.
> 
> Thanks in advance to anyone who has a ready answer for this - I'm NOT a programmer at all, so I've spent several days looking through the documentation and only barely able to understand a fraction of it. Please speak to me as to a child - in Perl that would be an overly generous appraisal of my ability.
> 
> -Rick
> 

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From lstewart at iweb.com  Fri Mar 13 19:17:44 2015
From: lstewart at iweb.com (Landon Stewart)
Date: Fri, 13 Mar 2015 16:17:44 -0700
Subject: [rt-users] How to email entire ticket history and attach items
	from tickets
In-Reply-To: <8E56F18A-AAFE-4A30-AEA9-059B9518B09B@iweb.com>
References: <DM2PR06MB399D1B53DA31F99AAEECBBCF4070@DM2PR06MB399.namprd06.prod.outlook.com>
 <8E56F18A-AAFE-4A30-AEA9-059B9518B09B@iweb.com>
Message-ID: <EFAF2C1C-492F-49D8-A42B-2BADD590DEBE@iweb.com>

Hi Rick,

I should mention you'll want to make sure that stuff is sorted in chronological order before you cycle through the transactions too.  You don't want them to be out of order or people will get confused.

Put these two lines before the while() loop:

$Transactions->OrderBy; # Default sort order
$Transactions->GotoFirstItem;

Also while searching for the OrderBy function I came across this which might help you even more:

http://requesttracker.wikia.com/wiki/AddTicketHistoryToMail

Landon Stewart : lstewart at iweb.com
Lead Specialist, Abuse and Security Management
Sp?cialiste principal, gestion des abus et s?curit?
http://iweb.com : +1 (888) 909-4932

> On Mar 13, 2015, at 4:05 PM, Landon Stewart <lstewart at iweb.com> wrote:
> 
> Hi Rick,
> 
> For the complete history of a ticket you need to first load the tickets transactions and then select those you want to cycle through - then cycle through them and only printing the create and correspond content.
> 
> In the template try something like this code block:
> {
>     # Select which transactions to cycle through
>     my $transactions = $Ticket->Transactions;
>     $transactions->Limit( FIELD => 'Type', VALUE => 'Create' );
>     $transactions->Limit( FIELD => 'Type', VALUE => 'Correspond', ENTRYAGGREGATOR => 'OR', OPERATOR => '=' );
> 
>     # Build the $content variable up - we'll be concatenating to this string below
>     my $content;
>     while (my $transaction = $transactions->Next) {
>         my $attachments = $transaction->Attachments;
>         while (my $attachment = $attachments->Next) {
>             next unless $attachment->ContentType =~ m!^(text/html|text/plain|message|text$)!i;  # skip non-text stuff
>             # Only include headers if they are present on the attachment
>             $content .= defined $attachment->GetHeader('From') ? "From: ".$attachment->GetHeader('From')."\n" : "";
>             $content .= defined $attachment->GetHeader('To') ? "To: ".$attachment->GetHeader('To')."\n" : "";
>             $content .= defined $attachment->GetHeader('Subject') ? "Subject: ".$attachment->GetHeader('Subject')."\n\n" : "";
>             # Include the content of the attachment
>             $content .= defined $attachment->OriginalContent ? $attachment->OriginalContent : "";
>         }
>     }
>     return $content;
> }
> 
> The above is not really tested code but I know the idea behind it works.
> 
> You've got me on the attachments.  I'd like to know more about that as well since attaching a file from a past update to a new a ticket update would be awesome.
> 
> Landon Stewart : lstewart at iweb.com <mailto:lstewart at iweb.com>
> Lead Specialist, Abuse and Security Management
> Sp?cialiste principal, gestion des abus et s?curit?
> http://iweb.com <http://iweb.com/> : +1 (888) 909-4932
> 
>> On Mar 13, 2015, at 1:58 PM, Rick Zoerner <rick.zoerner at cccparts.com <mailto:rick.zoerner at cccparts.com>> wrote:
>> 
>> Hi,
>> 
>> I have set up an approval process for invoices that is working perfectly up to the paying part. However, to finish it up I have 2 tasks I can't figure out on my own.
>> 1)   I need to be able to send the entire "History" of the ticket in an email, and,
>> 2)   Attach any and all attachments from a particular custom field (of a type=attach multiple documents).
>> 
>> So far, for this project, I have:
>>   1- created a custom lifecycle using status changes to move a CapEx through stages of authorization, acquisition, approval for payment and payment.
>>   2- created custom templates for each status. Each status change triggers an email using a template customized  for that person/stage in the process (i.e. "Manager Approval", "IT Approval", "Finance Approval", "Acquire", "ApproveToPay", "Coding", "Pay").
>>   3- set up custom fields in the ticket to hold all the attachments needed during the process in a consistent location. Quotes, invoices, etc.
>> 
>> The history display is particularly important because it is the audit trail of all the approvals. Each approval level is just a drop-down custom field in the ticket (approved/denied). It is the history that shows who flipped it to "Approved" and the date/time stamp of when they did.
>> 
>> It works great for everybody in the sequence except the final stage - paying the invoice(s).
>> Finance has to open the ticket, print the web page to capture the history (audit trail), then find the attachments and open/print each of them, then look at the field where coding listed how to book the payable (GL account and dollar amount), etc.
>> 
>> Since I am already sending them an email with a link to the ticket in it when the status changes to "pay"... I would like to include in that email the full history, a couple other custom fields I can capture easily (like the coding, the original justification, etc.), and attach the invoices - one-stop shopping for A/P. I just can't find anything to help me figure out how to call out the entire ticket history.
>> 
>> Thanks in advance to anyone who has a ready answer for this - I'm NOT a programmer at all, so I've spent several days looking through the documentation and only barely able to understand a fraction of it. Please speak to me as to a child - in Perl that would be an overly generous appraisal of my ability.
>> 
>> -Rick
>> 
> 

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From Gaston at huot.me  Sat Mar 14 13:30:54 2015
From: Gaston at huot.me (Gaston Huot)
Date: Sat, 14 Mar 2015 13:30:54 -0400
Subject: [rt-users] RT 4.x multi-instances
Message-ID: <CADsifHSqOKEjLZL5hT8-QS6RDcLiUZc+dhshPjDzQ_33sZoA=w@mail.gmail.com>

Hello.

Is there something new about running 2 RT-4.x instances on the same
installation ?
Most comments are quite outdated, including the wiki.

Someone doing it using version 4.x ?

Thanks,

Gaston Huot
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From Markus.Wildbolz at eu.magna.com  Mon Mar 16 02:53:20 2015
From: Markus.Wildbolz at eu.magna.com (Markus.Wildbolz at eu.magna.com)
Date: Mon, 16 Mar 2015 07:53:20 +0100
Subject: [rt-users] RT 4.x multi-instances
Message-ID: <OFB6F2BED3.C07632F7-ONC1257E0A.00259732-C1257E0A.0025D7B5@intier.com>

Hello!

We are running two instances of RT (4.2.9 with MySQL) as two completely 
separated installs (the installation is done in two different 
directories).
Access is separated through Apache Alias configuration.

We haven't had problems in the past, all is working fine...


BR,
Markus
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From gsollazz at sgul.ac.uk  Mon Mar 16 06:59:29 2015
From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo)
Date: Mon, 16 Mar 2015 10:59:29 +0000
Subject: [rt-users] Identifying sessions
Message-ID: <1426503568671.66272@sgul.ac.uk>

Hi list,


we've been having some issues with RT (4) becoming very slow at times. By using mytop, I've realised that there are often SQL sessions showing up as "slow" or completely froze such as:


577   rt_user       localhost        rt4       234  Query SELECT GET_LOCK('Apache-Session-d5370769b644a8e12a7df739cf100b8a', 3600)    ?



This one, with process id 577, never goes away for example. Others appear and disappear.


How can I identify what's running this session? I suspect this might be linked to some users running heavy searches, and what I read online in the archives seems to confirm the suspicion.


Any idea would be welcome.


Thanks,

Giuseppe



--
Giuseppe Sollazzo
Senior System Analyst

Member of the Open Data User Group (Cabinet Office)
Member of the Technical Standards Board (Cabinet Office)?
Member of the Health and Social Care Transparency Panel (Department of Health)


Computing Services
Information Services
St George's, University of London
Cranmer Terrace
London SW17 0RE

gsollazz at sgul.ac.uk
+44 20 8725 5160
@sgulit

St George's, University of London is proud to be a Stonewall Diversity Champion: 'people perform better when they can be themselves'.


[http://www.sgul.ac.uk/images/misc/diversity_logo_with_text.jpg]
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From ValerieLewis at letu.edu  Mon Mar 16 10:51:28 2015
From: ValerieLewis at letu.edu (Lewis, Valerie)
Date: Mon, 16 Mar 2015 14:51:28 +0000
Subject: [rt-users] Possible problem with From and BCC being the same?
Message-ID: <90FA3002E04F41498752BDD895BEF652F548E5@Mail-DB-1.letnet.net>

All,

I have an online form that I am using to create tickets in RT for Data and/or Report Requests.  The way that the requests are getting to RT is in the Completion email message, I am BCCing the address that is forwarding to the queue.  Unfortunately the form maker doesn't allow a noreply address in the From field, so I am using the email address that is forwarding to RT queue in the From field as well.  There appears to be a hang-up somewhere when the From field and BCC field are the same.  I am working with the software distributor to see if it is something on their end but I am also wondering if it may be a problem with RT.  Has anyone had a similar problem or have any advice?  Thank,
Valerie Lewis
IT Support Analyst

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From alexmv at bestpractical.com  Mon Mar 16 11:41:26 2015
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Mon, 16 Mar 2015 11:41:26 -0400
Subject: [rt-users] RT 4.x multi-instances
In-Reply-To: <CADsifHSqOKEjLZL5hT8-QS6RDcLiUZc+dhshPjDzQ_33sZoA=w@mail.gmail.com>
References: <CADsifHSqOKEjLZL5hT8-QS6RDcLiUZc+dhshPjDzQ_33sZoA=w@mail.gmail.com>
Message-ID: <20150316114126.192484fd@umgah.localdomain>

On Sat, 14 Mar 2015 13:30:54 -0400 Gaston Huot <Gaston at huot.me> wrote:
> Hello.
> 
> Is there something new about running 2 RT-4.x instances on the same
> installation ?
> Most comments are quite outdated, including the wiki.
> 
> Someone doing it using version 4.x ?

Just install into two directories and use one of the fastcgi solutions;
mod_perl does not support multiple instances.
 - Alex


From shane.miller at orbitalatk.com  Mon Mar 16 12:15:57 2015
From: shane.miller at orbitalatk.com (Miller, Shane)
Date: Mon, 16 Mar 2015 16:15:57 +0000
Subject: [rt-users] RTIR 4.0.4 mail not working
Message-ID: <26A5594AC8D00346853295E5EF651F850A11E8FF@UT40SVCWEM001.atk.com>

Hello

I have been working on an existing installation that has been installed for some time. I have tried everything to get it working but no dice. Our domain just changed from one domain to another. I am not sure if this is part of the issue but I had an smtp relay put in place but should work regardless. I am able to telnet to it using port 25 but I cannot create tickets through email nor can I reply and comment to open tickets either. Here are the different logs I have done. I am hoping someone on here will be able to provide any information what else I should do.

# /etc/aliases
mailer-daemon: postmaster
postmaster: root
nobody: root
hostmaster: root
usenet: root
news: root
webmaster: root
www: root
ftp: root
abuse: root
noc: root
security: root
root: rtuser
Intelligence: "|/usr/bin/rt-mailgate --debug --queue Intelligence --action correspond --url https://rtir.domain.com/rt/ --no-verify-ssl"

Intelligence-comment: "|/usr/bin/rt-mailgate --debug --queue Intelligence --action comment --url https://rtir.domain.com/rt/ --no-verify-ssl"

Alerts: "|/usr/bin/rt-mailgate --debug --queue Alerts --action correspond --url https://rtir.domain.com/rt/ --no-verify-ssl"

Alerts-comment:  "|/usr/bin/rt-mailgate --debug --queue Alerts --action comment --url https://rtir.domain.com/rt/ --no-verify-ssl"

DLP: "|/usr/bin/rt-mailgate --debug --queue DLP --action correspond --url https://rtir.domain.com/rt/ --no-verify-ssl"

DLP-comment:  "|/usr/bin/rt-mailgate --debug --queue DLP --action comment --url https://rtir.domain.com/rt/ --no-verify-ssl"

Litigation Holds: "|/usr/bin/rt-mailgate --debug --queue Litigation --action correspond --url https://rtir.domain.com/rt/ --no-verify-ssl"

Litigation Holds-comment: "/|usr/bin/rt-mailgate --debug --queue Litigation --action comment --url https://rtir.domain.com/rt/ --no-verify-ssl"

Phishing: "|/usr/bin/rt-mailgate --debug --queue Phishing --action correspond --url https://rtir.domain.com/rt/ --no-verify-ssl"

Phishing-comment: "|/usr/bin/rt-mailgate --debug --queue Phishing --action comment --url https://rtir.domain.com/rt/ --no-verify-ssl"

/etc/postfix/main.cf
myhostname = rtir.domain.com
alias_maps = hash:/etc/aliases
alias_database = hash:/etc/aliases
myorigin = /etc/mailname
mydestination = RTIR-IRU at rtir.domain.com, rtir.domain.com, localhost.domain.com, localhost
relayhost = smtp-up.domain.com
mynetworks = 127.0.0.0/8 [::ffff:127.0.0.0]/104 [::1]/128
mailbox_size_limit = 0
recipient_delimiter = +
inet_interfaces = all
inet_protocols = all
local_recipient_maps = @domain.tld

/etc/requesttracker4\RT_SiteConfig.pm
Set($rtname, 'RTIR-IRU');
Set($Organization, 'domain.com');
Set($WebDomain, 'rtir.domain.com');
Set($CorrespondAddress , 'rt-iru at rtir.domain.com');
Set($CommentAddress , 'rt-iru-comment at rtir.domain.com');



# THE WEBSERVER:

Set($WebPath , "/rt");
Set($WebBaseURL , "https://rtir.domain.com");


Thanks

Shane Miller
 

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Notice: This e-mail is intended solely for use of the individual or entity to which it is addressed and may contain information that is proprietary, privileged and exempt from disclosure under applicable law. If the reader is not the intended recipient or agent responsible for delivering the message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. This communication may also contain data subject to U.S. export laws. If so, that data subject to the International Traffic in Arms Regulation cannot be disseminated, distributed or copied to foreign nationals, residing in the U.S. or abroad, absent the express prior approval of the U.S. Department of State. If you have received this communication in error, please notify the sender by reply e-mail and destroy the e-mail message and any physical copies made of the communication. Thank you.

 
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From fluca1978 at infinito.it  Mon Mar 16 13:00:30 2015
From: fluca1978 at infinito.it (Luca Ferrari)
Date: Mon, 16 Mar 2015 18:00:30 +0100
Subject: [rt-users] Identifying sessions
In-Reply-To: <1426503568671.66272@sgul.ac.uk>
References: <1426503568671.66272@sgul.ac.uk>
Message-ID: <CAKoxK+6ZbW16T=m1SJPRQwiW+fk+G70JUr09OXdZh92PVrWtTQ@mail.gmail.com>

Ciao,

On Mon, Mar 16, 2015 at 11:59 AM, Giuseppe Sollazzo <gsollazz at sgul.ac.uk> wrote:
>
> How can I identify what's running this session? I suspect this might be linked to some users running heavy searches, and what I read online in the archives seems to confirm the suspicion.
>

Logging long time queries could show some hint on what is happening,
assuming that the load is really on the database.

Luca


From Albert.Shih at obspm.fr  Tue Mar 17 08:23:23 2015
From: Albert.Shih at obspm.fr (Albert Shih)
Date: Tue, 17 Mar 2015 13:23:23 +0100
Subject: [rt-users] Ticket content.
Message-ID: <20150317122323.GA40673@pcjas.obspm.fr>

Hi,

I feel stupid but how can I put in a model the content of a ticket.

We have one open queue, the other queues are not public, so when a ticket
is create the ??watch team ??received the ticket.

When we change the ticket from ?open queue??to ??specialized queue???RT
send a message to the watchers of the specialized_queue, I would like to
put inside this message the original request from the requestor.

How can I do that ?

I've try

  {$Ticket-> transaction}

but that's not working, and it's normal because the transaction is just ?
change queue??

Regards

JAS
--
Albert SHIH
DIO b?timent 15
Observatoire de Paris
5 Place Jules Janssen
92195 Meudon Cedex
France
T?l?phone : +33 1 45 07 76 26/+33 6 86 69 95 71
xmpp: jas at obspm.fr
Heure local/Local time:
mar 17 mar 2015 11:59:02 CET


From Albert.Shih at obspm.fr  Tue Mar 17 11:47:51 2015
From: Albert.Shih at obspm.fr (Albert Shih)
Date: Tue, 17 Mar 2015 16:47:51 +0100
Subject: [rt-users] Ticket content.
In-Reply-To: <20150317122323.GA40673@pcjas.obspm.fr>
References: <20150317122323.GA40673@pcjas.obspm.fr>
Message-ID: <20150317154751.GA43382@pcjas.obspm.fr>

 Le 17/03/2015 ? 13:23:23+0100, Albert Shih a ?crit
> Hi,
>
> I feel stupid but how can I put in a model the content of a ticket.
>
> We have one open queue, the other queues are not public, so when a ticket
> is create the ??watch team ??received the ticket.
>
> When we change the ticket from ?open queue??to ??specialized queue???RT
> send a message to the watchers of the specialized_queue, I would like to
> put inside this message the original request from the requestor.
>
> How can I do that ?
>
> I've try
>
>   {$Ticket-> transaction}
>
> but that's not working, and it's normal because the transaction is just ?
> change queue??

Find it ...

  {$Ticket->Transactions->First->Content()}

thanks.

JAS
--
Albert SHIH
DIO b?timent 15
Observatoire de Paris
5 Place Jules Janssen
92195 Meudon Cedex
France
T?l?phone : +33 1 45 07 76 26/+33 6 86 69 95 71
xmpp: jas at obspm.fr
Heure local/Local time:
mar 17 mar 2015 16:47:34 CET


From Bernhard.Eierschmalz at scheppach.com  Wed Mar 18 06:44:43 2015
From: Bernhard.Eierschmalz at scheppach.com (Eierschmalz, Bernhard)
Date: Wed, 18 Mar 2015 10:44:43 +0000
Subject: [rt-users] HTML emails from CLI
Message-ID: <97344147CBA1644584462D6D81C43CE490CE1F05@svex.scheppach.local>

Hello,

Is there any way to create Tickets with HTML email from CLI?

Best Regards
Bernhard


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From a.smith at ldex.co.uk  Thu Mar 19 07:59:37 2015
From: a.smith at ldex.co.uk (a.smith at ldex.co.uk)
Date: Thu, 19 Mar 2015 11:59:37 +0000
Subject: [rt-users] Rt-crontool configure to set/move queue of ticket
Message-ID: <75d238748e3c14655aeb721507904b7c@ldex.co.uk>

Hi list,

   I'm interested in using rt-crontool to manage tickets, specifically 
I'd like to have unowned tickets automatically moved to another queue 
after X minutes. The issue I have is that there isn't a default perl 
module for this in "Actions", can anyone suggest how I can achieve this?
If there's some other way I can achieve my goal not using rt-crontool 
then I'd obviously be very happy for any other suggestions,

thanks in advance, Andy.


From jblaine at kickflop.net  Thu Mar 19 09:16:46 2015
From: jblaine at kickflop.net (Jeff Blaine)
Date: Thu, 19 Mar 2015 09:16:46 -0400
Subject: [rt-users] Improper display of ticket transaction's HTML
In-Reply-To: <54FFF52E.1060508@netcologne.de>
References: <54FF4767.2090202@kickflop.net> <54FFF52E.1060508@netcologne.de>
Message-ID: <550ACC3E.6040107@kickflop.net>

On 3/11/2015 3:56 AM, Christian Loos wrote:
> Hi,
> 
> upgrading to a more recent version of RT and installing HTML::Gumbo
> gives you tables in transactions (RT supports this since 4.2.6) [1].
> 
> If you can't upgrade, you can use RT::Extension::PermissiveHTMLMail [2].
> 
> Chris
> 
> [1] https://www.bestpractical.com/docs/rt/4.2/RT_Config.html#PreferRichText
> [2] https://github.com/bestpractical/rt-extension-permissivehtmlmail

GOOD:

We've updated our test server to RT 4.2.10 and installed HTML::Gumbo per
the notes in the documentation for $PreferRichText. When
local/lib/RT/Interface/Web_Local.pm is configured to allow various table
attributes, including 'style', the transaction HTML now displays as a
table properly!

BAD:

But now there are various html, head, body tags on what seems to be only
search result blocks.

IIRC, image attachments are not allowed to the list. Here are 2
screenshots showing what I am talking about in case anyone wants to see:

https://www.dropbox.com/s/euca82h6qfagki1/rt-4210-broken.jpg?dl=0

https://www.dropbox.com/s/ym2ctowlo8qhmnf/rt-4210-broken2.jpg?dl=0

> Am 10.03.2015 um 20:35 schrieb Jeff Blaine:
>> Hi,
>>
>> We're using RT 4.2.5 (for now).
>>
>> $PreferRichText is turned on.
>>
>> We've put in place a Web_Local.pm that is allowing all tags via:
>>
>>     push @SCRUBBER_ALLOWED_TAGS, qw('*');
>>
>> Something is still mucking with our HTML though, specifically (that
>> we've found so far) various table tags' attributes like borders and
>> padding seem to not be rendered properly. The table borders don't render
>> at all.
>>
>> Any ideas?
>>
>> It is a little unclear to me exactly how to use
>> %SCRUBBER_ALLOWED_ATTRIBS ... setting it to {'*', 1} caused various
>> links in the web UI to not work anymore.
>>
> 

-- 
Jeff Blaine
kickflop.net
PGP/GnuPG Key ID: 0x0C8EDD02


From a.smith at ldex.co.uk  Thu Mar 19 10:06:18 2015
From: a.smith at ldex.co.uk (a.smith at ldex.co.uk)
Date: Thu, 19 Mar 2015 14:06:18 +0000
Subject: [rt-users] Rt-crontool configure to set/move queue of ticket
In-Reply-To: <75d238748e3c14655aeb721507904b7c@ldex.co.uk>
References: <75d238748e3c14655aeb721507904b7c@ldex.co.uk>
Message-ID: <12a233ebfe47649ae1132464aab53715@ldex.co.uk>

Ok, so I've cobbled together a custom actions module like this:

use strict;
use warnings;
use RT::Queue;
use base qw(RT::Action);

package RT::Action::Test;

my $self;

sub Prepare {
   my $self = shift;


   return 1;
}

sub Commit {
   my $self = shift;

   my ($status, $msg) = $self->TicketObj->SetQueue("Support2nd");
   if ( not $status ) {
     RT::Logger->error("Could not reassign queue: $msg");
}

   return 1;
}

1;


To get to where I want it to be I now need to work out where the 
"--action-arg" is being passed or how to read that from within the 
module, is it the second arguement of $self?
Also what is the easiest way to notify all AdminCCs from within the 
module?

thanks! Andy.


From a.smith at ldex.co.uk  Thu Mar 19 10:56:05 2015
From: a.smith at ldex.co.uk (a.smith at ldex.co.uk)
Date: Thu, 19 Mar 2015 14:56:05 +0000
Subject: [rt-users] Rt-crontool configure to set/move queue of ticket
In-Reply-To: <12a233ebfe47649ae1132464aab53715@ldex.co.uk>
References: <75d238748e3c14655aeb721507904b7c@ldex.co.uk>
 <12a233ebfe47649ae1132464aab53715@ldex.co.uk>
Message-ID: <6cd6306c8e9fa54c88d0d5f102e3b99d@ldex.co.uk>

Ok, I've robbed the code:

my $argument = $self->Argument;
     unless ( $argument ) {
         $RT::Logger->error("Argument is mandatory for Test action");
         return 0;
     }


So now I can read in --action-arg.

For the email on queue change I tried creating a Scrip to do this via 
the GUI, this works fine if I change the queue via the GUI but when 
rt-crontool does it I don't get the notification :(. TBH I'd rather do 
this directly in my custom perl module so any help would be gratefully 
recieved on an easy way to achieve this, I want to notify AdminCCs,

thanks, Andy.


From piratefrog at gmail.com  Thu Mar 19 11:20:51 2015
From: piratefrog at gmail.com (Richard Stevens)
Date: Thu, 19 Mar 2015 11:20:51 -0400
Subject: [rt-users] Search Query Builder Issues (Space Encoding?)
Message-ID: <CAJXbK6FVod6BBpmE=tE1XP0YAN9k8tgP9Rxim3FURzHPAEFw3Q@mail.gmail.com>

Hello,

We recently upgrades to RT 4.2.10 / RT-IR-3.2.0 and I'm seeing intermittent
issues on search commands involving custom fields with spaces:

RTIR/Search/Results.html?Format=%27%3Cb%3E%3Ca+href%3D%22__WebPath__%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0A%27%3Cb%3E%3Ca+href%3D%22__WebPath__%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%0AStatus%2C%0AQueueName%2C%0AOwner%2C%0APriority%2C%0A%27__NEWLINE__%27%2C%0A%27__NBSP__%27%2C%0A%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%0A%27%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E%27%2C%0A%27%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E%27%2C%0A%27%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E%27%2C%0A%27%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E%27&Order=ASC%7CASC%7CASC%7CASC&OrderBy=id%7C%7C%7C&Query=Queue+%3D+%27Incident+Reports%27+AND+%27CF.%7BAffected+Users%7D%27+LIKE+%27frog%27&Queue=Incident+Reports&RowsPerPage=50

Works,

/RTIR/Search/Results.html?Format=%27%3Cb%3E%3Ca%20href%3D%22__WebPath__%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0A%27%3Cb%3E%3Ca%20href%3D%22__WebPath__%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%0AStatus%2C%0AQueueName%2C%0AOwner%2C%0APriority%2C%0A%27__NEWLINE__%27%2C%0A%27__NBSP__%27%2C%0A%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%0A%27%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E%27%2C%0A%27%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E%27%2C%0A%27%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E%27%2C%0A%27%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E%27&Order=ASC%7CASC%7CASC%7CASC&OrderBy=id%7C%7C%7C&Query=Queue%20%3D%20%27Incident%20Reports%27%20AND%20CF.%7BAffected%20Users%7D%20LIKE%20%27frog%27&RowsPerPage=50

Does not (Both are generated by the search query builder at different times
- I'm unsure whats causing the different form encodings, same behaviour in
multiple browsers) - the only apparent distinction is the space URL
encoding of %20 (doesn't work) vs the HTTP "+" (works).

The end result is:

[25773] [Thu Mar 19 14:56:10 2015] [error]: Wrong query, expecting a
OPERATOR in 'Queue = 'Incident Reports' AND CF.{Affected >Users}<--here
LIKE 'frog'' at /opt/rt4/sbin/../lib/RT/SQL.pm line 130.

Has anyone observed this type of behaviour?

Rich
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From ltawfall at gmail.com  Thu Mar 19 13:04:41 2015
From: ltawfall at gmail.com (Lisa Tawfall)
Date: Thu, 19 Mar 2015 10:04:41 -0700
Subject: [rt-users] How to get Assets working within in RTIR
Message-ID: <CACyKPLW7i1V_4yseTFAcRxFQE2i1K6uktxSCxXE=KB=7Od5q1w@mail.gmail.com>

Has anyone gotten the Assets extension to work within the RTIR interface?
i.e. I'm trying to get the 'Add Asset' widget to show up on the ticket
display under RTIR.

They work fine independently of each other, but I want to be able to do the
same sort of asset tagging within RTIR as regular RT.

Lisa
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From alexmv at bestpractical.com  Thu Mar 19 13:18:47 2015
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Thu, 19 Mar 2015 13:18:47 -0400
Subject: [rt-users] HTML emails from CLI
In-Reply-To: <97344147CBA1644584462D6D81C43CE490CE1F05@svex.scheppach.local>
References: <97344147CBA1644584462D6D81C43CE490CE1F05@svex.scheppach.local>
Message-ID: <20150319131847.6e3ae6de@umgah.localdomain>

On Wed, 18 Mar 2015 10:44:43 +0000 "Eierschmalz, Bernhard"
<Bernhard.Eierschmalz at scheppach.com> wrote:
> Is there any way to create Tickets with HTML email from CLI?

rt create -t ticket -ct text/html

 - Alex


From alexmv at bestpractical.com  Thu Mar 19 13:25:17 2015
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Thu, 19 Mar 2015 13:25:17 -0400
Subject: [rt-users] Search Query Builder Issues (Space Encoding?)
In-Reply-To: <CAJXbK6FVod6BBpmE=tE1XP0YAN9k8tgP9Rxim3FURzHPAEFw3Q@mail.gmail.com>
References: <CAJXbK6FVod6BBpmE=tE1XP0YAN9k8tgP9Rxim3FURzHPAEFw3Q@mail.gmail.com>
Message-ID: <20150319132517.11fb2858@umgah.localdomain>

On Thu, 19 Mar 2015 11:20:51 -0400 Richard Stevens
<piratefrog at gmail.com> wrote:
> Hello,
> 
> We recently upgrades to RT 4.2.10 / RT-IR-3.2.0 and I'm seeing intermittent
> issues on search commands involving custom fields with spaces:
> [snip]

The spaces are a red herring.  The actual difference is that the
working one includes &Queue=Incident+Reports.  Where is the latter
query being generated from?
 - Alex 


From piratefrog at gmail.com  Thu Mar 19 14:08:35 2015
From: piratefrog at gmail.com (Richard Stevens)
Date: Thu, 19 Mar 2015 14:08:35 -0400
Subject: [rt-users] Search Query Builder Issues (Space Encoding?)
In-Reply-To: <20150319132517.11fb2858@umgah.localdomain>
References: <CAJXbK6FVod6BBpmE=tE1XP0YAN9k8tgP9Rxim3FURzHPAEFw3Q@mail.gmail.com>
 <20150319132517.11fb2858@umgah.localdomain>
Message-ID: <CAJXbK6H5B-tij0pPx8T1dfe_rK7bW42zsJYBJ9TvkuG9HBVWYQ@mail.gmail.com>

Thanks Alex,

I had thought it was intermittent, but after some more troubleshooting it
appears that the "intermittent" is the switch in context between the RT
(works) and RTIR (does not) search pages (if searches are started from
Search-->Tickets-->New Search) when it identifies the search against an
RTIR queue.  The issue happens consistently if I use RTIR-->Search-->New
Search.

If I intercept the RTIR search request and append a
"&Queue=Incident+Reports" to the form submission it does change the
behaviour so after adding the entry you can search (with no results), and
"Edit Search" returns the original error:


[image: Inline image 2]

You were spot on on the encoding - same behaviour on the page regardless of
how the spaces are communicated (Confirmed it doesn't happen for custom
fields without spaces in the name).

Thanks,

Rich

On Thu, Mar 19, 2015 at 1:25 PM, Alex Vandiver <alexmv at bestpractical.com>
wrote:

> On Thu, 19 Mar 2015 11:20:51 -0400 Richard Stevens
> <piratefrog at gmail.com> wrote:
> > Hello,
> >
> > We recently upgrades to RT 4.2.10 / RT-IR-3.2.0 and I'm seeing
> intermittent
> > issues on search commands involving custom fields with spaces:
> > [snip]
>
> The spaces are a red herring.  The actual difference is that the
> working one includes &Queue=Incident+Reports.  Where is the latter
> query being generated from?
>  - Alex
>
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From lstewart at iweb.com  Thu Mar 19 16:25:52 2015
From: lstewart at iweb.com (Landon Stewart)
Date: Thu, 19 Mar 2015 13:25:52 -0700
Subject: [rt-users] Search Query Builder Issues (Space Encoding?)
In-Reply-To: <CAJXbK6FVod6BBpmE=tE1XP0YAN9k8tgP9Rxim3FURzHPAEFw3Q@mail.gmail.com>
References: <CAJXbK6FVod6BBpmE=tE1XP0YAN9k8tgP9Rxim3FURzHPAEFw3Q@mail.gmail.com>
Message-ID: <F33B2A6D-C30E-4DEE-B66B-CE389F544620@iweb.com>

On Mar 19, 2015, at 8:20 AM, Richard Stevens <piratefrog at gmail.com> wrote:
> ...
> The end result is:
> 
> [25773] [Thu Mar 19 14:56:10 2015] [error]: Wrong query, expecting a OPERATOR in 'Queue = 'Incident Reports' AND CF.{Affected >Users}<--here LIKE 'frog'' at /opt/rt4/sbin/../lib/RT/SQL.pm line 130.
> 
> Has anyone observed this type of behaviour?

Hi Richard,

I had this problem just the other day actually.  You must enclose CF.{...} in single quotes when ... has a space in it.

Instead of:  CF.{Affected Users}
Do this: 'CF.{Affected Users}'

Also to see what you are looking at in plain text you can visit the full URL and then change RTIR/Search/Results.html to /Search/Build.html and then click "Advanced" on the top right.  The "Query" box will give you the plain text of the search you are performing for any given URL.

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
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From sidj at dtu.dk  Fri Mar 20 07:32:58 2015
From: sidj at dtu.dk (Sidsel Jensen)
Date: Fri, 20 Mar 2015 11:32:58 +0000
Subject: [rt-users] How to remove notify adminCC's when receiving spam?
Message-ID: <D131C3ED.1184E%sidj@dtu.dk>


Hi

I recently followed the http://requesttracker.wikia.com/wiki/SpamFiltering and set up Spamassassin and filtering according to method 1b, by adding a Global Scrip like this:

Scrip: On Create * Action:

Action code:
# Match spamassasins spam-flag

 my $inMessage = $self->TransactionObj->Attachments->First;
 return 0 if (!$inMessage);  # if no message attachment - assume web UI
 return 0 if (!$inMessage->GetHeader('Received'));  # exit if not email message

 my $spamFlag = $inMessage->GetHeader('X-Spam-Flag');
 return ( $spamFlag !~ 'YES' ) ? 0 : 1;

Commit code:
my $newqueue = 'spam';
my ($status, $msg) = $self->TicketObj->SetQueue($newqueue);
return $status ? undef : 1;

and that works flawlessly ? BUT I still get an e-mail notification to the requestor and the admincc?s of the original queue the spam was sent to.

Is there a way to make sure that if the ?On Create * Action? scrip was run, then it should not run the ?On Create Autoreply To Requestors<https://itsupport.student.dtu.dk/Admin/Scrips/Modify.html?id=3>? or the ?On Create Notify AdminCcs<https://itsupport.student.dtu.dk/Admin/Scrips/Modify.html?id=4>? ?

I tried changing the order of my ?On Create? Scrips so now they have the following order ( see below ) but it doesn?t seem to help.
15<https://itsupport.student.dtu.dk/Admin/Scrips/Modify.html?id=15>     On Create * Action<https://itsupport.student.dtu.dk/Admin/Scrips/Modify.html?id=15>     On Create       User Defined    Blank   Enabled
3<https://itsupport.student.dtu.dk/Admin/Scrips/Modify.html?id=3>       On Create Autoreply To Requestors<https://itsupport.student.dtu.dk/Admin/Scrips/Modify.html?id=3>       On Create       Autoreply To Requestors Autoreply with password Enabled
4<https://itsupport.student.dtu.dk/Admin/Scrips/Modify.html?id=4>       On Create Notify AdminCcs<https://itsupport.student.dtu.dk/Admin/Scrips/Modify.html?id=4>       On Create       Notify AdminCcs Transaction     Enabled
Any pointers in the right direction would be appreciated

Kind Regards,
Sidsel Jensen

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From a.smith at ldex.co.uk  Fri Mar 20 08:20:26 2015
From: a.smith at ldex.co.uk (a.smith at ldex.co.uk)
Date: Fri, 20 Mar 2015 12:20:26 +0000
Subject: [rt-users] change queue not triggering Scrip
Message-ID: <d78123915ef3947588b16f03be7c28ed@ldex.co.uk>

 

Hi,

 I've created a Scrip with condition "On Queue Change" but it
only works when I change the queue via the GUI. I've created a little
custom perl module in Actions to change the queue which works great (I'm
calling it from rt-crontool), but it doesn't trigger the Scrip. Anyone
any ideas what's going on?

thanks, Andy.

PS the code for my PM is
below:

use strict;
use warnings;
use RT::Queue;
use base
qw(RT::Action);

package RT::Action::Test;

my $self;

sub Prepare {
 my
$self = shift;

 return 1;
}

sub Commit {
 my $self = shift;

my
$argument = $self->Argument;
 unless ( $argument ) {

$RT::Logger->error("Argument is mandatory for Test action");
 return 0;

}

 my ($status, $msg) = $self->TicketObj->SetQueue("$argument");
 if (
not $status ) {
 RT::Logger->error("Could not reassign queue:
$msg");
}

 return 1;
}

1;
 
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From lstewart at iweb.com  Fri Mar 20 13:21:43 2015
From: lstewart at iweb.com (Landon Stewart)
Date: Fri, 20 Mar 2015 10:21:43 -0700
Subject: [rt-users] change queue not triggering Scrip
In-Reply-To: <d78123915ef3947588b16f03be7c28ed@ldex.co.uk>
References: <d78123915ef3947588b16f03be7c28ed@ldex.co.uk>
Message-ID: <CC93DA0C-AE05-4B00-A1C0-BE472FC5C9BE@iweb.com>

On Mar 20, 2015, at 5:20 AM, a.smith at ldex.co.uk wrote:
> 
> Hi,
> 
>   I've created a Scrip with condition "On Queue Change" but it only works when I change the queue via the GUI. I've created a little custom perl module in Actions to change the queue which works great (I'm calling it from rt-crontool), but it doesn't trigger the Scrip. Anyone any ideas what's going on?
> 
> 
I've noticed that some of the things done with rt-crontool don't get recorded and therefor don't trigger scrips.  This might be because of something minor missing in your custom perl module (custom action).  When the custom perl module changes the queue do you see a transaction listed in the ticket history reflecting the queue change or is the queue just different on the ticket with no mention of it in the ticket history?  If there's no mention of it in the ticket history it means that the transaction is not recorded.  This is similar, although not quite the same as, AddCustomFieldValue( Field ..., Value ..., RecordTransaction => 0 ).  I'd probably try and find a way to get the queue change to be recorded in the ticket history that way it would trigger scrips such as the "On Queue Change" one you have that works when using the GUI.

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


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From a.smith at ldex.co.uk  Fri Mar 20 13:33:05 2015
From: a.smith at ldex.co.uk (a.smith at ldex.co.uk)
Date: Fri, 20 Mar 2015 17:33:05 +0000
Subject: [rt-users] change queue not triggering Scrip
In-Reply-To: <CC93DA0C-AE05-4B00-A1C0-BE472FC5C9BE@iweb.com>
References: <d78123915ef3947588b16f03be7c28ed@ldex.co.uk>
 <CC93DA0C-AE05-4B00-A1C0-BE472FC5C9BE@iweb.com>
Message-ID: <95d117ab4f004c57c8d2c0246f59af21@ldex.co.uk>


> I've noticed that some of the things done with rt-crontool don't get
> recorded and therefor don't trigger scrips. This might be because of
> something minor missing in your custom perl module (custom action).
> When the custom perl module changes the queue do you see a transaction
> listed in the ticket history reflecting the queue change or is the
> queue just different on the ticket with no mention of it in the ticket
> history?

Yep, I can see in the ticket "root - Queue changed from" where I am 
running the rt-crontool as the root user. So far as I can think that 
should be good enough right?

thanks for the input though,

Andy.


From katina.haytova at securax.org  Sat Mar 21 09:15:05 2015
From: katina.haytova at securax.org (Katina Haytova)
Date: Sat, 21 Mar 2015 15:15:05 +0200
Subject: [rt-users] How to track how much time a user has spent on a ticket?
Message-ID: <550D6ED9.1080002@securax.org>

Greetings to all of you

I am trying to make my RT 4 to show me how much time had been spent on a 
ticket.
I need to see "timeworked" for open, stalled, acf tickets as well.

I installed the Activity Reports by  Best Practical but it shows time 
worked for resolved tickets only.
I need to see time worked for tickets in the other statuses.

Could anyone help me?

Thank you in advance!

Best regards
K. Haytova


From guadagnino.cristiano at creval.it  Mon Mar 23 05:17:57 2015
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Mon, 23 Mar 2015 09:17:57 +0000
Subject: [rt-users] Testing SLA extension
In-Reply-To: <55005B00.6060106@creval.it>
References: <55005B00.6060106@creval.it>
Message-ID: <550FDA10.3080706@creval.it>

Nobody?
Or did I fail to provide some needed detail?

T.I.A.

Cris



On 03/11/2015 04:11 PM, Guadagnino Cristiano wrote:
Hi all,
I am configuring some new queues for a division that wants to use RT too.

They work with SLAs, so I am testing the usage of the SLA extension.

I installed it, but I have some difficulties adapting it to the way they work.
They want to have this kind of SLA: when a ticket with a particular pattern in the object arrives, they want to have a work-day to take it, and another work-day to resolve it.

I have RT::Extension::ExtractCustomFieldValues to scan the subject of incoming emails and set the SLA CF accordingly. This is working correctly.

Here is my RT::Extension::SLA configuration:

# For RT-Extension-SLA
%RT::ServiceAgreements = (
        Default => 'NoSLA',
        QueueDefault => {
                'SicurezzaLogica' => 'NoSLA',
        },
        Levels => {
                'NoSLA' => { Resolve => { BusinessMinutes => 60*24*365*5 } },
                'Standard' => {
                        BusinessHours => 'Default',
                        Starts => { BusinessMinutes => 60*8 },
                        Resolve => { BusinessMinutes => 60*8 },
                },
        },
);
%RT::ServiceBusinessHours = (
        'Default' => {
                1 => { Name => 'Luned?',    Start => '8:05', End => '16:46', Breaks => [ { Start => '13:05', End => '14:15' } ] },
                2 => { Name => 'Marted?',   Start => '8:05', End => '16:46', Breaks => [ { Start => '13:05', End => '14:15' } ] },
                3 => { Name => 'Mercoled?', Start => '8:05', End => '16:46', Breaks => [ { Start => '13:05', End => '14:15' } ] },
                4 => { Name => 'Gioved?',   Start => '8:05', End => '16:46', Breaks => [ { Start => '13:05', End => '14:15' } ] },
                5 => { Name => 'Venerd?',   Start => '8:05', End => '16:46', Breaks => [ { Start => '13:05', End => '14:15' } ] },
                holidays => [qw(01-01 01-06 04-05 04-06 04-25 05-01 06-02 08-15 11-01 12-08 12-25 )],
        },
);
# End RT-Extension-SLA

When I create a test ticket with the "magic" word in the subject, i get this:

The RT System itself - SLA NoSLA added
The RT System itself - Starts changed from Not set to 2015-03-11 10:51:23
The RT System itself - changed SLA NoSLA to Standard
The RT System itself - Due changed from Not set to 2015-03-12 11:20:23
The RT System itself - Starts changed from 2015-03-11 10:51:23 to 2015-03-12 11:20:23

(hand translated from italian)

This is correct, but then when I take that ticket, the due date is not changed again.
Is this correct?
Is it possible to configure the SLA extension to work the way they want?

Thank you in advance for any help.
Cris



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From krishnachinya at yahoo.com  Mon Mar 23 12:51:04 2015
From: krishnachinya at yahoo.com (krishna chinya chinya)
Date: Mon, 23 Mar 2015 09:51:04 -0700
Subject: Hiding custom fields based on drop downs
Message-ID: <1427129464.55717.YahooMailBasic@web125505.mail.ne1.yahoo.com>

Hi Team,

I have created custom drop down and few other custom text boxes, What i want to achieve is when I select value in drop down the remaining text custom fields in the form should be hidden/shown depending on the selected value.

Please let me know if it is possible to achieve in Request Tracker 4.2.3. 

Regards
Krishna Chinya


From manish at paymentz.com  Tue Mar 24 03:05:15 2015
From: manish at paymentz.com (Manish Nene)
Date: Tue, 24 Mar 2015 12:35:15 +0530
Subject: [rt-users] Issue with Users Creation
Message-ID: <55110CAB.8060905@paymentz.com>

Hi,

I'm using RT version 3.8 on CentOS 6.6. My configuration
(RT_SiteConfig.pm) looks like this -->
https://gist.github.com/anonymous/c1c0c3bd08ffd6be0c49

I'm facing an issue with User Creation, I get an message "Could not set
user info" whenever I try to create an user manually.

Is there a different process to handle User creation? Or do I need to
modify any of the configuration parameters to facilitate User Creation?

Thanks,
- Manish.


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From Bernhard.Eierschmalz at scheppach.com  Tue Mar 24 04:21:51 2015
From: Bernhard.Eierschmalz at scheppach.com (Eierschmalz, Bernhard)
Date: Tue, 24 Mar 2015 08:21:51 +0000
Subject: [rt-users] blank outgoing emails still in RT 4.2.10
Message-ID: <97344147CBA1644584462D6D81C43CE490CED60C@svex.scheppach.local>

Hello,

we had problems with empty outgoing mails from RT. Searching in our log files, I found the same error as <gilbert at dido.ca> had. I found this mail below and thought the problem would be solved in RT 4.2.10

Now we have RT 4.2.10 but we still have the same problem. Customers receive an empty mail and in the log files I can find the following:
	[error]: Failed to downgrade HTML to plain text: Can't call method "content" on an undefined value at /usr/local/share/perl/5.18.2/HTML/FormatText/WithLinks/AndTables.pm line 217.
	[...]

Now I switched to HTML template and found out that now the outgoing mails are OK. But the error messages in the log files are still there.
Should I care about this? When will there be a final solution?


Best regards
Bernhard



-----Urspr?ngliche Nachricht-----
Von: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Alex Vandiver
Gesendet: Donnerstag, 29. Januar 2015 20:50
An: juniorsa
Cc: rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] RT 4.2.8 reply emails go out blank

On Thu, 29 Jan 2015 11:50:25 -0700 (MST) juniorsa <gilbert at dido.ca>
wrote:
> On certain email replies the mail arrives blank to the recipient.

This is caused by failure of the HTML -> Text rendering engine.  It triggers on email (or comments/correspondence) which need to be embedded into plain-text templates; the most common failing case is HTML that includes tables.

We're testing a branch (4.2/html-external-formatter) which we expect to be in 4.2.10; it addresses the problem by adding an optional dependency
(HTML::FormatExternal) which uses an external text-only browser (such as w3m or elinks) to render the HTML to text.

 - Alex


From cloos at netcologne.de  Tue Mar 24 05:08:34 2015
From: cloos at netcologne.de (Christian Loos)
Date: Tue, 24 Mar 2015 10:08:34 +0100
Subject: [rt-users] blank outgoing emails still in RT 4.2.10
In-Reply-To: <97344147CBA1644584462D6D81C43CE490CED60C@svex.scheppach.local>
References: <97344147CBA1644584462D6D81C43CE490CED60C@svex.scheppach.local>
Message-ID: <55112992.5020702@netcologne.de>

Hi,

you just have to read the release notes [1] or upgrading documentation
[2], it's described in both.

Chris

[1] https://www.bestpractical.com/release-notes/rt/4.2.10
[2]
https://www.bestpractical.com/docs/rt/4.2/UPGRADING-4.2.html#UPGRADING-FROM-4.2.9-AND-EARLIER

Am 24.03.2015 um 09:21 schrieb Eierschmalz, Bernhard:
> Hello,
> 
> we had problems with empty outgoing mails from RT. Searching in our log files, I found the same error as <gilbert at dido.ca> had. I found this mail below and thought the problem would be solved in RT 4.2.10
> 
> Now we have RT 4.2.10 but we still have the same problem. Customers receive an empty mail and in the log files I can find the following:
> 	[error]: Failed to downgrade HTML to plain text: Can't call method "content" on an undefined value at /usr/local/share/perl/5.18.2/HTML/FormatText/WithLinks/AndTables.pm line 217.
> 	[...]
> 
> Now I switched to HTML template and found out that now the outgoing mails are OK. But the error messages in the log files are still there.
> Should I care about this? When will there be a final solution?
> 
> 
> Best regards
> Bernhard



From lstewart at iweb.com  Tue Mar 24 13:56:48 2015
From: lstewart at iweb.com (Landon Stewart)
Date: Tue, 24 Mar 2015 10:56:48 -0700
Subject: [rt-users] Is there a way to include attachments from
	$Tickets{"TOP"} when using RT::Action::CreateTickets ?
Message-ID: <A65A2C1E-298B-4565-9C0E-74FB50B850E0@iweb.com>

Hello,

I'm using RT::Action::CreateTickets to create a ticket with the contents of a template.  In the template I'm using "{$Tickets{"TOP"}->Transactions->First->Content}" in the 'Content:' of the ticket which is working.

Is there a way to include all attachments that might be present on that transaction as well?  I've found the example code for including ticket history in another ticket but it doesn't really apply because I'm creating the ticket with a template using RT::Action::CreateTickets.

I suppose if there's no way I'll have to abandon the use of RT::Action::CreateTickets and write a custom action module more similar to the example code I found.

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

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From bbaker at copesan.com  Tue Mar 24 14:49:22 2015
From: bbaker at copesan.com (Bryon Baker)
Date: Tue, 24 Mar 2015 18:49:22 +0000
Subject: [rt-users] Custom Fields
Message-ID: <DM2PR0501MB1182596A37C3321998C6481CCD0A0@DM2PR0501MB1182.namprd05.prod.outlook.com>

Hello all
Can custom fields be used in graphs?  If so can someone point me in the direction of some article explaining how?

Thanks for all the help.

Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726  *  262-783-6261 ext. 2296
bbaker at copesan.com<mailto:cstephan at copesan.com>
www.copesan.com<http://www.copesan.com/>
"Servicing North America with Local Care"

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From lstewart at iweb.com  Tue Mar 24 15:57:17 2015
From: lstewart at iweb.com (Landon Stewart)
Date: Tue, 24 Mar 2015 12:57:17 -0700
Subject: [rt-users] Custom Fields
In-Reply-To: <DM2PR0501MB1182596A37C3321998C6481CCD0A0@DM2PR0501MB1182.namprd05.prod.outlook.com>
References: <DM2PR0501MB1182596A37C3321998C6481CCD0A0@DM2PR0501MB1182.namprd05.prod.outlook.com>
Message-ID: <D70E37AA-78C1-4661-9712-609EF06D2D55@iweb.com>

On Mar 24, 2015, at 11:49 AM, Bryon Baker <bbaker at copesan.com> wrote:
> 
> Hello all
> Can custom fields be used in graphs?  If so can someone point me in the direction of some article explaining how?

Yes.  Before version 4.2 you perform a search and make sure to select the "Queue" as part of the query so the queue specific CFs are loaded.  Once that is done you click "Chart" on the upper right.  You can then use the dropdown for "Show chart grouped by" to select any field including custom fields.

In 4.2 however you can graph by multiple custom fields at once.

Example:


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

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From mays at win.net  Tue Mar 24 17:04:38 2015
From: mays at win.net (Joseph Mays)
Date: Tue, 24 Mar 2015 17:04:38 -0400
Subject: [rt-users] mod_fastcgi hangs
In-Reply-To: <D70E37AA-78C1-4661-9712-609EF06D2D55@iweb.com>
References: <DM2PR0501MB1182596A37C3321998C6481CCD0A0@DM2PR0501MB1182.namprd05.prod.outlook.com>
 <D70E37AA-78C1-4661-9712-609EF06D2D55@iweb.com>
Message-ID: <DBB12C3D4E2A4FF8843114ECDA9F64DF@Gantry>

Running mod_fastcgi under apache 2.4 on FreeBSD 10.1. I believe it?s successfully calling mod_fastcgi now, but in the browser it just hangs. Here?s what I get in the logs when try to pull an info.php from the website....

[Tue Mar 24 16:58:45.988597 2015] [:error] [pid 86182] [client 216.24.33.245:65013] FastCGI: comm with server "/usr/local/sbin/rt-server.fcgi" aborted: idle timeout (300 sec)
[Tue Mar 24 16:58:45.989641 2015] [:error] [pid 86182] [client 216.24.33.245:65013] FastCGI: incomplete headers (0 bytes) received from server "/usr/local/sbin/rt-server.fcgi"
216.24.33.245 - - [24/Mar/2015:16:53:45 -0400] "GET /info.php HTTP/1.1" 500 538

Here?s the vhost config I?m running under.

FastCgiServer /usr/local/sbin/rt-server.fcgi -processes 5 -idle-timeout 300

<VirtualHost *:8080>
    ServerAdmin webmaster at tickets.win.net
    DocumentRoot "/usr/local/www/apache24/data/rt42"
    ServerName tickets.win.net
    ErrorLog "/var/log/tickets.win.net-8080-error_log"
    CustomLog "/var/log/tickets.win.net-8080-access_log" common
    ScriptAlias / /usr/local/sbin/rt-server.fcgi/
    <Location /usr/local/www/apache24/data/rt42>
        AllowOverride None
        Require all granted
    </Location>
    <Location /usr/local/share/rt42/html>
        AllowOverride None
        Require all granted
    </Location>
    <Location /usr/local/sbin>
        AllowOverride None
        Require all granted
    </Location>
    <Location />
        AllowOverride None
        Require all granted
        Options +ExecCGI
        AddHandler fastcgi-script fcgi
    </Location>
</VirtualHost>

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From bbaker at copesan.com  Tue Mar 24 17:10:59 2015
From: bbaker at copesan.com (Bryon Baker)
Date: Tue, 24 Mar 2015 21:10:59 +0000
Subject: [rt-users] Custom Fields
In-Reply-To: <D70E37AA-78C1-4661-9712-609EF06D2D55@iweb.com>
References: <DM2PR0501MB1182596A37C3321998C6481CCD0A0@DM2PR0501MB1182.namprd05.prod.outlook.com>
 <D70E37AA-78C1-4661-9712-609EF06D2D55@iweb.com>
Message-ID: <DM2PR0501MB1182E8768D62C4C00A3BD34ECD0A0@DM2PR0501MB1182.namprd05.prod.outlook.com>

Sorry I did not explain this very well.

The area I would like to use the custom field in is the Calculate section of the graphing tool.

Also I am using version 4.2.3

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726  ?  262-783-6261 ext. 2296
bbaker at copesan.com<mailto:cstephan at copesan.com>
www.copesan.com<http://www.copesan.com/>
"Servicing North America with Local Care"

From: Landon Stewart [mailto:lstewart at iweb.com]
Sent: Tuesday, March 24, 2015 2:57 PM
To: Bryon Baker
Cc: RT Users (rt-users at lists.bestpractical.com)
Subject: Re: [rt-users] Custom Fields

On Mar 24, 2015, at 11:49 AM, Bryon Baker <bbaker at copesan.com<mailto:bbaker at copesan.com>> wrote:

Hello all
Can custom fields be used in graphs?  If so can someone point me in the direction of some article explaining how?

Yes.  Before version 4.2 you perform a search and make sure to select the "Queue" as part of the query so the queue specific CFs are loaded.  Once that is done you click "Chart" on the upper right.  You can then use the dropdown for "Show chart grouped by" to select any field including custom fields.

In 4.2 however you can graph by multiple custom fields at once.

Example:
[cid:image001.png at 01D0664D.13B3F4A0]

Landon Stewart : lstewart at iweb.com<mailto: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

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From lstewart at iweb.com  Tue Mar 24 19:34:09 2015
From: lstewart at iweb.com (Landon Stewart)
Date: Tue, 24 Mar 2015 16:34:09 -0700
Subject: [rt-users] Custom Fields
In-Reply-To: <DM2PR0501MB1182E8768D62C4C00A3BD34ECD0A0@DM2PR0501MB1182.namprd05.prod.outlook.com>
References: <DM2PR0501MB1182596A37C3321998C6481CCD0A0@DM2PR0501MB1182.namprd05.prod.outlook.com>
 <D70E37AA-78C1-4661-9712-609EF06D2D55@iweb.com>
 <DM2PR0501MB1182E8768D62C4C00A3BD34ECD0A0@DM2PR0501MB1182.namprd05.prod.outlook.com>
Message-ID: <A2E7188B-9ED1-4F0C-BA9F-FC2EEE2CA36D@iweb.com>

On Mar 24, 2015, at 2:10 PM, Bryon Baker <bbaker at copesan.com> wrote:
> 
> Sorry I did not explain this very well.
> 
> The area I would like to use the custom field in is the Calculate section of the graphing tool.
> 
> Also I am using version 4.2.3

Ahhhh!  Well ya got me there.  I don't know.  I checked mine (4.2.9) and it's not available, only date fields that you are probably already seeing listed as well.

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

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From andrius.kulbis at gmail.com  Wed Mar 25 06:36:38 2015
From: andrius.kulbis at gmail.com (andriusk)
Date: Wed, 25 Mar 2015 03:36:38 -0700 (MST)
Subject: [rt-users] Change transaction creator
Message-ID: <1427279798945-59800.post@n7.nabble.com>

Hello,

I want to change the creator of the transaction, if it is done lets say via
REST, in other words if creator is REST_USER change it to USER_1.

Is that possible? I guess that the Creator is set in RT::Record->Create
method?



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Change-transaction-creator-tp59800.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From romanmassey at gmail.com  Wed Mar 25 13:11:14 2015
From: romanmassey at gmail.com (Roman Massey)
Date: Wed, 25 Mar 2015 10:11:14 -0700
Subject: [rt-users] Mute notify requestor on resolve? (almost got it!)
Message-ID: <etPan.5512ec32.507ed7ab.122@rlaptop.local>

Hello,

I?m looking for help with ?Mute notify requestor on resolve". I pieced something together from previous threads but I?m missing the last piece of the puzzle.

I have implemented this through a custom field and custom scrip and it is working. I?m also using the ?edit custom field on reply/comment? extension. Works perfect if I change ?Notify requestor on resolve?? to ?No?, click update, then resolve; no email gets sent. HOWEVER I?d like to do this in one fell swoop, so..

Here is the issue: if I try to set the custom field ?Notify requestor on resolve?? to ?No? and change the status to ?Resolved? at the same time, the resulting ticket history shows in this order:?

1. Ticket changed to resolved.?
2. Outgoing email recorded.?
3. Notify requestor on resolve? changed to ?No?.

Custom condition for Notify requestor on resolve scrip:
my $txn = $self->TransactionObj;
my $type = $txn->Type;
return 0 unless $type eq "Status"
? ? || ( $type eq 'Set' && $txn->Field eq 'Status');
return 0 unless $txn->NewValue eq "resolved";
return 0 if $self->TicketObj->FirstCustomFieldValue("Notify requestor on resolve?") eq "No";
return 1;

Any tips will be greatly appreciated. Thanks!

--?
Roman Massey
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From alexmv at bestpractical.com  Wed Mar 25 13:32:17 2015
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Wed, 25 Mar 2015 13:32:17 -0400
Subject: [rt-users] Change transaction creator
In-Reply-To: <1427279798945-59800.post@n7.nabble.com>
References: <1427279798945-59800.post@n7.nabble.com>
Message-ID: <20150325133217.76b3fc70@umgah.localdomain>

On Wed, 25 Mar 2015 03:36:38 -0700 (MST) andriusk
<andrius.kulbis at gmail.com> wrote:
> I want to change the creator of the transaction, if it is done lets say via
> REST, in other words if creator is REST_USER change it to USER_1.
> 
> Is that possible? I guess that the Creator is set in RT::Record->Create
> method?

Stock RT does not support doing things on behalf of other users, via
the REST interface or standard web UI.  Doing the create via the perl
API is the only way to do so.
 - Alex


From alexmv at bestpractical.com  Wed Mar 25 13:34:39 2015
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Wed, 25 Mar 2015 13:34:39 -0400
Subject: [rt-users] Mute notify requestor on resolve? (almost got it!)
In-Reply-To: <etPan.5512ec32.507ed7ab.122@rlaptop.local>
References: <etPan.5512ec32.507ed7ab.122@rlaptop.local>
Message-ID: <20150325133439.21489410@umgah.localdomain>

On Wed, 25 Mar 2015 10:11:14 -0700 Roman Massey <romanmassey at gmail.com>
wrote:
> Hello,
> [snip]
> Any tips will be greatly appreciated. Thanks!

Move the Notify scrip to being in stage Batch.  This will mean it won't
appear in the preview of outgoing notifications on the ticket Reply
page, but will have access to the complete, updated, ticket when it
runs.
 - Alex


From yrk at gnu.org  Thu Mar 26 11:55:55 2015
From: yrk at gnu.org (Yoni Rabkin)
Date: Thu, 26 Mar 2015 11:55:55 -0400
Subject: [rt-users] edit custom field via REST
Message-ID: <87mw2z21o4.fsf@gnu.org>


Hello,

I have a server with a custom field, specifically "is-spam". How do I
address this field for editing via the REST interface.

Setting the standard fields works fine for me.

I've been sending stuff like: "content=is-spam: yes" and
"content=CF-is-spam: yes" but I always get something like:

... 409 Syntax Error

# cf-is-spam: Unknown field.

id: 
CF-is-spam: yes

Any help much appreciated.

-- 
   "Cut your own wood and it will warm you twice"


From Bernhard.Eierschmalz at scheppach.com  Thu Mar 26 12:07:37 2015
From: Bernhard.Eierschmalz at scheppach.com (Eierschmalz, Bernhard)
Date: Thu, 26 Mar 2015 16:07:37 +0000
Subject: [rt-users] let user only logon from one IP
Message-ID: <97344147CBA1644584462D6D81C43CE490CF0FD3@svex.scheppach.local>

Hello,

is it possible to allow special users (or a special group) only to logon from specific IP addresses or specific IP networks?
All other users should still be able to logon from every IP.


Best regards
Bernhard
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From allen.joslin at gmail.com  Thu Mar 26 14:52:26 2015
From: allen.joslin at gmail.com (Al Joslin)
Date: Thu, 26 Mar 2015 14:52:26 -0400
Subject: [rt-users] need to run code when user presses a button
Message-ID: <453EFC14-842B-49C8-A3B7-F55D2E0A852F@gmail.com>

I would like to have a button on the display page of a ticket that when clicked runs some code (*) which then causes the display page to refresh

I have the code (*) written which queries a remote database and updates an rt ticket based on what it finds 
	- this is all perl code, using DBI to connect the external db

I don?t care if the code is stored in RT or not

How can I do this?

I can create a button on the Ticket display page which submits a form to an url, perhaps I should return the result as a redirect back to the Ticket display page ?

thanks
al;



From piratefrog at gmail.com  Thu Mar 26 16:41:26 2015
From: piratefrog at gmail.com (Richard Stevens)
Date: Thu, 26 Mar 2015 16:41:26 -0400
Subject: [rt-users] Search Query Builder Issues (Space Encoding?)
In-Reply-To: <F33B2A6D-C30E-4DEE-B66B-CE389F544620@iweb.com>
References: <CAJXbK6FVod6BBpmE=tE1XP0YAN9k8tgP9Rxim3FURzHPAEFw3Q@mail.gmail.com>
 <F33B2A6D-C30E-4DEE-B66B-CE389F544620@iweb.com>
Message-ID: <CAJXbK6GNfkM822YhK5vntZrXwvLveA_EAr5PHicmv5pzPSoQMg@mail.gmail.com>

Thanks Landon,

That was essentially the issue.

On investigation I found some apparent input validation / sanitization in
the RT search function (/opt/rt4/share/html/Search/Build.html) that was not
present in the RTIR search functionality that was wrapping custom fields
with a ' before passing them to the RT query builder.

        if ($keyword =~ s/(['\\])/\\$1/g or $keyword =~ /[^{}\w\.]/) {
            $keyword = "'$keyword'";
        }

Patched it into the corresponding RTIR page (ProcessQuery) at the same
point in the logic flow, and now the RTIR search works like a charm.

Rich

On Thu, Mar 19, 2015 at 4:25 PM, Landon Stewart <lstewart at iweb.com> wrote:

> On Mar 19, 2015, at 8:20 AM, Richard Stevens <piratefrog at gmail.com> wrote:
> > ...
> > The end result is:
> >
> > [25773] [Thu Mar 19 14:56:10 2015] [error]: Wrong query, expecting a
> OPERATOR in 'Queue = 'Incident Reports' AND CF.{Affected >Users}<--here
> LIKE 'frog'' at /opt/rt4/sbin/../lib/RT/SQL.pm line 130.
> >
> > Has anyone observed this type of behaviour?
>
> Hi Richard,
>
> I had this problem just the other day actually.  You must enclose CF.{...}
> in single quotes when ... has a space in it.
>
> Instead of:  CF.{Affected Users}
> Do this: 'CF.{Affected Users}'
>
> Also to see what you are looking at in plain text you can visit the full
> URL and then change RTIR/Search/Results.html to /Search/Build.html and then
> click "Advanced" on the top right.  The "Query" box will give you the plain
> text of the search you are performing for any given URL.
>
> 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
>
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From lstewart at iweb.com  Thu Mar 26 17:49:19 2015
From: lstewart at iweb.com (Landon Stewart)
Date: Thu, 26 Mar 2015 14:49:19 -0700
Subject: [rt-users] need to run code when user presses a button
In-Reply-To: <453EFC14-842B-49C8-A3B7-F55D2E0A852F@gmail.com>
References: <453EFC14-842B-49C8-A3B7-F55D2E0A852F@gmail.com>
Message-ID: <AE6922F3-2715-4D51-98D6-5224C4814D11@iweb.com>

On Mar 26, 2015, at 11:52 AM, Al Joslin <allen.joslin at gmail.com> wrote:
> 
> I would like to have a button on the display page of a ticket that when clicked runs some code (*) which then causes the display page to refresh
> 
> I have the code (*) written which queries a remote database and updates an rt ticket based on what it finds
> 	- this is all perl code, using DBI to connect the external db
> 
> I don?t care if the code is stored in RT or not
> 
> How can I do this?
> 
> I can create a button on the Ticket display page which submits a form to an url, perhaps I should return the result as a redirect back to the Ticket display page ?

Hi Al,

There is probably a way to hack this into the RT pages but the way I'd probably do it is build a separate webpage on a different virtualhost that will do what you want (very simple page with the button) and the necessary headers to redirect to the referrer.  Then I'd use a custom field to show that page (custom fields can show data *or* actual webpage content).  When I click the button within the custom field that's displaying this other page it would go to that page, do what it's supposed to do and then redirect back to the referrer (the display page in RT).  Be sure to protect the page on the virtualhost somehow so it's not available to someone who should not see/use it.

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

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From allen.joslin at gmail.com  Thu Mar 26 18:38:10 2015
From: allen.joslin at gmail.com (Al Joslin)
Date: Thu, 26 Mar 2015 18:38:10 -0400
Subject: [rt-users] need to run code when user presses a button
In-Reply-To: <AE6922F3-2715-4D51-98D6-5224C4814D11@iweb.com>
References: <453EFC14-842B-49C8-A3B7-F55D2E0A852F@gmail.com>
 <AE6922F3-2715-4D51-98D6-5224C4814D11@iweb.com>
Message-ID: <91D7DACF-01C5-483F-81C3-2F274B926606@gmail.com>

I've got the buttons into Users, Assets, and Tickets via callbacks -- they went in quite cleanly

There's no real "page to show" as the code doesn't take any params beyond the id of the item being updated, and hitting it just updates that RT item with data from the old Ticketing system (I put the id's from the old system into CF's in the RT elements, loading that via a cron job each night) we're only going to use this while we are converting over from the old Ticketing system, and hitting it will only redirect to the originating page/item or error if there is no id so it should be pretty safe.

Thanks for confirming my "plan" 

al;


> On Mar 26, 2015, at 5:49 PM, Landon Stewart <lstewart at iweb.com> wrote:
> 
> On Mar 26, 2015, at 11:52 AM, Al Joslin <allen.joslin at gmail.com> wrote:
>> 
>> I would like to have a button on the display page of a ticket that when clicked runs some code (*) which then causes the display page to refresh
>> 
>> I have the code (*) written which queries a remote database and updates an rt ticket based on what it finds
>> 	- this is all perl code, using DBI to connect the external db
>> 
>> I don?t care if the code is stored in RT or not
>> 
>> How can I do this?
>> 
>> I can create a button on the Ticket display page which submits a form to an url, perhaps I should return the result as a redirect back to the Ticket display page ?
> 
> Hi Al,
> 
> There is probably a way to hack this into the RT pages but the way I'd probably do it is build a separate webpage on a different virtualhost that will do what you want (very simple page with the button) and the necessary headers to redirect to the referrer.  Then I'd use a custom field to show that page (custom fields can show data *or* actual webpage content).  When I click the button within the custom field that's displaying this other page it would go to that page, do what it's supposed to do and then redirect back to the referrer (the display page in RT).  Be sure to protect the page on the virtualhost somehow so it's not available to someone who should not see/use it.
> 
> 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
> 



From a.smith at ldex.co.uk  Fri Mar 27 13:54:33 2015
From: a.smith at ldex.co.uk (a.smith at ldex.co.uk)
Date: Fri, 27 Mar 2015 17:54:33 +0000
Subject: [rt-users] change queue not triggering Scrip
In-Reply-To: <CC93DA0C-AE05-4B00-A1C0-BE472FC5C9BE@iweb.com>
References: <d78123915ef3947588b16f03be7c28ed@ldex.co.uk>
 <CC93DA0C-AE05-4B00-A1C0-BE472FC5C9BE@iweb.com>
Message-ID: <38d0f40c9e3cfd71651ea32341f11a79@ldex.co.uk>

 

Hi Landon et al,

 for any interested I did finally get this
working, the trick was adding "RT::Base->_ImportOverlays();" before the
final "return 1" in the commit subroutine. Once I added this the Scrip
with condition on queue change started working as per when changing
queues via the GUI.
So in case anyone else wants a custom action they
can use from rt-crontool for changing queues here is my final
code:

package RT::Action::QChange; 

use strict;
use warnings; 

use
base qw(RT::Action::Notify); 

use Email::Address; 

sub Prepare {
 my
$self = shift; 

return 1;
} 

my $self; 

sub Commit { 

my $self =
shift; 

my $argument = $self->Argument;
 unless ( $argument ) {

$RT::Logger->error("Argument is mandatory for Test action");
 return 0;

} 

my ($status, $msg) = $self->TicketObj->SetQueue("$argument");
 if (
not $status ) {
 RT::Logger->error("Could not reassign queue: $msg");

return 0;
 } 

 RT::Base->_ImportOverlays(); 

return 1;
} 

1; 

 
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From Vinzenz.Sinapius at tracetronic.de  Sun Mar 29 05:46:00 2015
From: Vinzenz.Sinapius at tracetronic.de (Sinapius, Vinzenz)
Date: Sun, 29 Mar 2015 09:46:00 +0000
Subject: [rt-users] Encoding Issue after Migration
Message-ID: <F9FD8229D8CED74BB7B2056C57C2BF0D2A85FE04@HQ-EX2K10.tracetronic.local>

Hi,

I used this guide: http://requesttracker.wikia.com/wiki/MigrateMysql2PostgresqlV4 to migrate from Centos/Mysql (MariaDB) to Ubuntu/PostgreSQL. But now all non-ascii-characters are "garbled". For example:
Pr?fen -> Pr??fen
W?rden -> w??rden

Are there ways to correct this in the source or destination server?

Thanks,
Vinzenz
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From vlad.shpolyanskiy at gmail.com  Mon Mar 30 06:18:03 2015
From: vlad.shpolyanskiy at gmail.com (Vlad V. Shpolyanskiy)
Date: Mon, 30 Mar 2015 13:18:03 +0300
Subject: [rt-users] HTML -> text conversion
Message-ID: <180611762.20150330131803@gmail.com>

Hi!

While running fresh install of RT 4.2.10 on FreeBSD I get the following messages in log:
[71710] [Mon Mar 30 09:49:26 2015] [info]: Using internal Perl HTML -> text conversion (/usr/local/lib/perl5/site_perl/RT/Interface/Email.pm:1818)
Somehow RT does not see HTML::FormatExternal installed.
I want to switch to HTML::FormatExternal module.
I also have HTML::FormatText installed with support for W3m.
But while adding to RT_siteconfig string
Set($HTMLFormatter, '/usr/local/lib/perl5/site_perl/HTML/FormatText/W3m.pm');
I get in rt.log: 
[Mon Mar 30 10:02:46 2015] [warning]:   (in cleanup) Error while loading /usr/local/sbin/rt-server: 
invalid module name 'HTML::FormatText::W3m.pm' at /usr/local/lib/perl5/site_perl/RT/Interface/Email.pm line 1830.
(/usr/local/lib/perl5/site_perl/RT.pm:390)

The main idea is to avoid double newlines for outlook emails.
I'll appreciate any advice regarding this.


-- 
Regards,
 Vlad V. Shpolyanskiy           VS4241-RIPE   VS603-UANIC
 mailto:Vlad.Shpolyanskiy at gmail.com



From sally.ainsley at lifecycle-software.com  Mon Mar 30 10:44:06 2015
From: sally.ainsley at lifecycle-software.com (Sally Ainsley)
Date: Mon, 30 Mar 2015 15:44:06 +0100
Subject: [rt-users] FW: SLA DUE DATE RESETS ON STATUS CHANGE
In-Reply-To: <089501d06af6$4efc6fd0$ecf54f70$@Domain>
References: <089501d06af6$4efc6fd0$ecf54f70$@Domain>
Message-ID: <08aa01d06af7$fa045a40$ee0d0ec0$@lifecycle-software.com>

Hello

 

I have set up a range of SLAs which work reasonable well ie setting a DUE
DATE based on level of SLA and defined hours of support

 

However if we over-ride the DUE DATE (because of client
interaction/agreement) and then the STATUS of a ticket changes afterwards,
RT automatically changes the DUE DATE back to the original.

 

Is this expected behaviour?

 

Is there anything I can do to make the manual over-ride due date remain on
the ticket?

 

We have the following statuses

       initial         => [ 'new' ],

        active          => [ 'open', 'stalled', '3rd-party', 'client',
'development', 'testing', 'release' ],

        inactive        => [ 'resolved', 'rejected', 'deleted' ],

and in terms of SLA time should not be 'counted down' if the status is
Stalled/ 3rd Party/ Client/ testing.

 

We have tried introducing "IgnoreStatuses" for these statuses within the SLA
Config file but could not get that to work either

 

Has anyone got 'IgnoreStatuses2 to work? Or how else to people deal with a
stop the clock function?  

 

Many thanks

 

S Ainsley

 

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From salinel.lahoarini at bdo.com.ph  Mon Mar 30 12:05:35 2015
From: salinel.lahoarini at bdo.com.ph (Lahoarini M Salinel)
Date: Tue, 31 Mar 2015 00:05:35 +0800
Subject: [rt-users] Lahoarini M Salinel/Banco_de_Oro is out of the office.
Message-ID: <OF125506E4.3C01F4BA-ON48257E18.005866F2-48257E18.005866F2@bdo.com.ph>


I will be out of the office starting  03/31/2015 and will not return until
04/08/2015.

Thank you.



From alexmv at bestpractical.com  Mon Mar 30 13:05:07 2015
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Mon, 30 Mar 2015 13:05:07 -0400
Subject: [rt-users] HTML -> text conversion
In-Reply-To: <180611762.20150330131803@gmail.com>
References: <180611762.20150330131803@gmail.com>
Message-ID: <20150330130507.36ffd033@umgah.localdomain>

On Mon, 30 Mar 2015 13:18:03 +0300 "Vlad V. Shpolyanskiy"
<vlad.shpolyanskiy at gmail.com> wrote:
> But while adding to RT_siteconfig string
> Set($HTMLFormatter, '/usr/local/lib/perl5/site_perl/HTML/FormatText/W3m.pm');

If you want to use w3m, all you need is:

    Set($HTMLFormatter, 'w3m');

The reference to setting a full path is if the w3m _binary_ is not in
your PATH.  Setting it to the .pm file is incorrect.  Also note that
since w3m is the first program that RT will attempt to use, there is
generally no need to explicitly set $HTMLFormatter to w3m _at _all_
unless you wish to use a binary in an unusual location.

> The main idea is to avoid double newlines for outlook emails.
> I'll appreciate any advice regarding this.

You may be interested in
https://docs.bestpractical.com/RT_Config#CheckMoreMSMailHeaders

 - Alex


From vlad.shpolyanskiy at gmail.com  Tue Mar 31 02:31:38 2015
From: vlad.shpolyanskiy at gmail.com (Vlad Shpolyanskiy)
Date: Tue, 31 Mar 2015 09:31:38 +0300
Subject: [rt-users] HTML -> text conversion
In-Reply-To: <20150330130507.36ffd033@umgah.localdomain>
References: <180611762.20150330131803@gmail.com>
 <20150330130507.36ffd033@umgah.localdomain>
Message-ID: <CAEb_c1x8LtS0A-tvpi8EJK=b+=FPnPcH6svtyn5WgUvp5E4e_g@mail.gmail.com>

Hi!
Please, see my comments below.

30 ????? 2015 ?. 20:05 ???????????? "Alex Vandiver" <
alexmv at bestpractical.com> ???????:
>
> On Mon, 30 Mar 2015 13:18:03 +0300 "Vlad V. Shpolyanskiy"
> <vlad.shpolyanskiy at gmail.com> wrote:
> > But while adding to RT_siteconfig string
> > Set($HTMLFormatter,
'/usr/local/lib/perl5/site_perl/HTML/FormatText/W3m.pm');
>
> If you want to use w3m, all you need is:
>
>     Set($HTMLFormatter, 'w3m');
I've tried this - no luck.

[warning]: Could not find or run external 'w3m' HTML formatter in $PATH
(/sbin:/bin:/usr/sbin:/usr/bin) -- you may need to install it or provide
the full path (/usr/local/lib/perl5/site_perl/RT/Interface/Email.pm:1849)

>
> The reference to setting a full path is if the w3m _binary_ is not in
> your PATH.  Setting it to the .pm file is incorrect.  Also note that
> since w3m is the first program that RT will attempt to use, there is
> generally no need to explicitly set $HTMLFormatter to w3m _at _all_
> unless you wish to use a binary in an unusual location.

Exactly, you are right. But RT falls back to internal converter as it does
not see w3m installed for ever reason.

>
> > The main idea is to avoid double newlines for outlook emails.
> > I'll appreciate any advice regarding this.
>
> You may be interested in
> https://docs.bestpractical.com/RT_Config#CheckMoreMSMailHeaders
The does not work too.
Actually digging deeper into this turns out that that's not double newlines
issue.
While composing email in html format Outlook adds <p></p> tag when user
press's enter along with MsoNormal defenition class.

This class has a lot of attributes like font size, margins and so on.

But after passing through RT all these defenitions are removed.

As a result  I get email with standard spacing between paragraphs which
looks like double newline.

 >
>  - Alex
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From alexmv at bestpractical.com  Tue Mar 31 03:45:40 2015
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Tue, 31 Mar 2015 03:45:40 -0400
Subject: [rt-users] HTML -> text conversion
In-Reply-To: <CAEb_c1x8LtS0A-tvpi8EJK=b+=FPnPcH6svtyn5WgUvp5E4e_g@mail.gmail.com>
References: <180611762.20150330131803@gmail.com>
 <20150330130507.36ffd033@umgah.localdomain>
 <CAEb_c1x8LtS0A-tvpi8EJK=b+=FPnPcH6svtyn5WgUvp5E4e_g@mail.gmail.com>
Message-ID: <20150331034540.69bce400@umgah.localdomain>

On Tue, 31 Mar 2015 09:31:38 +0300 Vlad Shpolyanskiy
<vlad.shpolyanskiy at gmail.com> wrote:
> [warning]: Could not find or run external 'w3m' HTML formatter in $PATH
> (/sbin:/bin:/usr/sbin:/usr/bin) -- you may need to install it or provide
> the full path (/usr/local/lib/perl5/site_perl/RT/Interface/Email.pm:1849)

This means that your system does not have the binary installed.  You
will need to "yum install w3m" or "apt-get install w3m" so that your
system has it.  Having the perl module that knows how to talk to w3m
does no good if w3m itself is not installed.

If you have suggestions for how the wording of the error message quoted
above could be any clearer, I'd appreciate feedback.

> Exactly, you are right. But RT falls back to internal converter as it does
> not see w3m installed for ever reason.

If the w3m binary is already installed, but not
in /sbin, /bin, /usr/sbin, or /usr/bin (the $PATH listed above), then
you'll need to set $HTMLFormatter to the full path to the w3m binary
itself -- not the .pm file.

 - Alex


From vlad.shpolyanskiy at gmail.com  Tue Mar 31 05:32:24 2015
From: vlad.shpolyanskiy at gmail.com (Vlad Shpolyanskiy)
Date: Tue, 31 Mar 2015 12:32:24 +0300
Subject: [rt-users] HTML -> text conversion
In-Reply-To: <20150331034540.69bce400@umgah.localdomain>
References: <180611762.20150330131803@gmail.com>
 <20150330130507.36ffd033@umgah.localdomain>
 <CAEb_c1x8LtS0A-tvpi8EJK=b+=FPnPcH6svtyn5WgUvp5E4e_g@mail.gmail.com>
 <20150331034540.69bce400@umgah.localdomain>
Message-ID: <CAEb_c1zrZeWeWwfUxL_g0-QmbaAQgGk6apNkuRtu85awPJEwYQ@mail.gmail.com>

On Tue, Mar 31, 2015 at 10:45 AM, Alex Vandiver <alexmv at bestpractical.com>
wrote:

>
>
> If the w3m binary is already installed, but not
> in /sbin, /bin, /usr/sbin, or /usr/bin (the $PATH listed above), then
> you'll need to set $HTMLFormatter to the full path to the w3m binary
> itself -- not the .pm file.
>
>  - Alex
>
That was it. Specifying path to binary did the trick.
Thanks, Alex.
No warnings now,  but still have problem with formatting.
To be clear I've attached 2 screenshots.
1. How it looks like when user just click on ticket.
2. How it looks like when user click on the right to the link "Download
untitled" for html.
Why this 2 looks are not just the same?
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From gsollazz at sgul.ac.uk  Tue Mar 31 09:47:46 2015
From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo)
Date: Tue, 31 Mar 2015 13:47:46 +0000
Subject: [rt-users] Best practices for staging and upgrading RT?
Message-ID: <1427809664711.20693@sgul.ac.uk>

Hi list,


we're looking at standardising and optimising our update/testing workflow for Request Tracker. Are there any best practices you'd like to recommend?


The main points of  course are simple:

- installing a clone of a current installation

- updating and testing

- how to best duplicate database

- if there are situations in which it's not possible to migrate the db to a new version

etc


Any pointer is welcome.

?

Thanks,

Giuseppe


--
Giuseppe Sollazzo
Senior System Analyst

Member of the Open Data User Group (Cabinet Office)
Member of the Technical Standards Board (Cabinet Office)?
Member of the Health and Social Care Transparency Panel (Department of Health)


Computing Services
Information Services
St George's, University of London
Cranmer Terrace
London SW17 0RE

gsollazz at sgul.ac.uk
+44 20 8725 5160
@sgulit

St George's, University of London is proud to be a Stonewall Diversity Champion: 'people perform better when they can be themselves'.


[http://www.sgul.ac.uk/images/misc/diversity_logo_with_text.jpg]
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From jasper.greve at gmail.com  Tue Mar 31 17:03:47 2015
From: jasper.greve at gmail.com (Jasper Greve)
Date: Tue, 31 Mar 2015 14:03:47 -0700
Subject: [rt-users] Upgrade 3.8.8 -> 4.0.23 issues: Lost Dashboards
Message-ID: <CAHzWm5C++o5wjL1vY7ZxrW7+0t+ka_BwJNvJdruB5=rkHgJWRQ@mail.gmail.com>

Hi all,

I recently moved RT to a new server and upgraded to a slightly less
outdated version. After the move the "Dashboards" option disappeared from
the "Tools" menu. Does anybody have any idea what might be going on?

Thanks,

Jasper
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From jasper.greve at gmail.com  Tue Mar 31 17:27:27 2015
From: jasper.greve at gmail.com (Jasper Greve)
Date: Tue, 31 Mar 2015 14:27:27 -0700
Subject: [rt-users] Upgrade 2.8.8 -> 4.0.23 issues: "Upload multiple images"
	custom field
Message-ID: <CAHzWm5Bive62dvAVaE_JcU1Y9idGCyxYqN30bW3T8c14NggtwA@mail.gmail.com>

Hi all,

We use this custom field in multiple queue's and with the upgrade it
started loading thumbnails of these images. I set :

Set($ShowTransactionImages, 0);

to now avail, is there a way to switch this functionality off?

Thanks,

Jasper

PS> I have been looking through https://www.bestpractical.com/docs/rt/4.0/,
mailing lists, and wikia to resolve some of my questions. Are there any
resources I'm missing?
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