From manu at netbsd.org Fri May 1 00:53:03 2015 From: manu at netbsd.org (Emmanuel Dreyfus) Date: Fri, 1 May 2015 06:53:03 +0200 Subject: [rt-users] charset troubles In-Reply-To: <20150430155909.595de0e4@umgah.localdomain> Message-ID: <1m3qdik.1fl5wyi174kvogM%manu@netbsd.org> Alex Vandiver wrote: > Please upgrade to a supported version of RT. After upgrading to RT 4.2.10, the problem vanished when updating tickets on the web interface, but it still exists when creating a new ticket from the web interface. The generated HTML for creating and updating looks similar, hence I assume it is the server-side handling that differ. -- Emmanuel Dreyfus http://hcpnet.free.fr/pubz manu at netbsd.org From manu at netbsd.org Fri May 1 04:01:02 2015 From: manu at netbsd.org (Emmanuel Dreyfus) Date: Fri, 1 May 2015 10:01:02 +0200 Subject: [rt-users] charset troubles In-Reply-To: <1m3qdik.1fl5wyi174kvogM%manu@netbsd.org> Message-ID: <1m3qls0.1ulquz01swcbloM%manu@netbsd.org> Emmanuel Dreyfus wrote: > The generated HTML for creating and updating looks similar, hence I > assume it is the server-side handling that differ. In database, I have in both cases contenttype: text/plain contentencoding: quoted-printable An attachment that displays correctly (added by updating the ticket on the web) indeed contains quoted-printable data: content: rh=C3=A2=C3=A2=C3=A2 An attachment that does not display correctly (added at ticket creation on the web) is not in quoted-printable: content: rh??? -- Emmanuel Dreyfus http://hcpnet.free.fr/pubz manu at netbsd.org From ig66166 at gmail.com Fri May 1 07:15:52 2015 From: ig66166 at gmail.com (II GG) Date: Fri, 1 May 2015 12:15:52 +0100 Subject: [rt-users] Issue Upgrading from 3.8.8 Message-ID: I have inherited a very old RT installation. I plan to upgrade from 3.8.8 to the latest RT 4.2.x version included with Debian stable. I started with a full working installation of RT 4.2.8. After importing the MySQL database data from the old server I used the rt-setup-database script. This errors: Processing 3.8.9 Now inserting data. [1324] [Fri May 1 10:45:28 2015] [warning]: Resolver RT::URI::fsck_com_rt could not parse fsck.com-rt://Vaioni/ticket/0, maybe Organization config was changed? (/usr/share/request-tracker4/lib/RT/URI.pm:165) Couldn't finish 'upgrade' step. ERROR: One of initial functions failed: Target URI looks like local, but is not parseable at /usr/share/request-tracker4/etc/upgrade/3.8.9/content line 36, <$handle> line 1. The Organization setting in RT-SiteConfig.pm matches the old installation. As a test I tried changing to a random Organization and the upgrade script continues but I can no longer login. I am hoping the database hasn't been played with previously. Any ideas what might be causing this? Ian -------------- next part -------------- An HTML attachment was scrubbed... URL: From manu at netbsd.org Fri May 1 10:27:37 2015 From: manu at netbsd.org (Emmanuel Dreyfus) Date: Fri, 1 May 2015 16:27:37 +0200 Subject: [rt-users] 3.6 theme? Message-ID: <1m3r4c1.1xnshghdhgmuzM%manu@netbsd.org> Hi I liked the ancient 3.6.x look of RT, but it is not available in latest releases. Is there a theme to bring it back? -- Emmanuel Dreyfus http://hcpnet.free.fr/pubz manu at netbsd.org From telkin at afslc.com Fri May 1 10:39:57 2015 From: telkin at afslc.com (Tim Elkin) Date: Fri, 1 May 2015 10:39:57 -0400 Subject: [rt-users] Need help getting REST API calls to work using WinHttpRequest from VBA Message-ID: Our goal is to create a Ticket in RT using VBA using the WinHttpRequest object. We understand that there are 2 login pages involved with RT. So, first we log into the first RT login page using using a "POST" request and passing the username and password using the SetCredentials function of the WinHttpRequest object. This request appears to return a valid session cookie which we parse to use in our second WinHttpRequest request. In making our second request we use a "GET" request setting the 2nd RT login username and password using the SetCredentials function and in addition we now are passing the session cookie (that is we send a portion of the session cookie returned from the previous request) info using the SetRequestHeader (as in SetRequestHeader "Cookie", mvarSessionCookie ). In this second request we are asking for an RT Ticket to be returned using "https://(our url)/REST/1.0/ticket/(a ticket #)/show". However, we receive the 401 Authorization error instead. Some sample code would be great. *Below is the code we are using presently to verify that the session cookie we receive from the 1st RT login page is valid by * *using a second request to return an existing RT ticket (which is hard coded for testing purposes):* Private Const cnstBase_URL As String = "https://[our RT url]" With WinHttpReq 'either of the following lines seems to work and return a cookie .Open "POST", cnstBase_URL .SetRequestHeader "User-Agent", "Mozilla/5.0 (Windows NT 6.1; WOW64; rv:31.0) Gecko/20100101 Firefox/31.0" .SetRequestHeader "Connection", "keep-alive" 'user name and password for 1st RT login page/url .SetCredentials cnstRequestor, cnstPWD, HTTPREQUEST_SETCREDENTIALS_FOR_SERVER On Error Resume Next .Send If Err.Number = 0 Then If .Status = "200" Then On Error Resume Next output_Cookie = .getResponseHeader("Set-Cookie") On Error GoTo 0 myCookie = Split(output_Cookie, ";") If UBound(myCookie) > 0 Then 'implicit conversion to string mvarSessionCookie = myCookie(0) End If Else Debug.Print "HTTP " & .Status & " " & .StatusText End If Else Debug.Print "Error " & Err.Number & " " & Err.Source & " " & Err.Description End If On Error GoTo 0 End With Set WinHttpReq = Nothing If Trim(mvarSessionCookie) = "" Then Exit Function 'perform second request Set WinHttpReq = New WinHttp.WinHttpRequest With WinHttpReq 'get ticket data Dim TargetURL As String 'to test cookie, display a ticket 'hard coded for testing as this works from the Browser which I thought would be a good test 'to see if the Cookie variable works TargetURL = "https://[our RT url]/REST/1.0/ticket/96494/show" .Open "GET", TargetURL, False .SetRequestHeader "User-Agent", "Mozilla/5.0 (Windows NT 6.1; WOW64; rv:31.0) Gecko/20100101 Firefox/31.0" .SetRequestHeader "Connection", "keep-alive" .SetRequestHeader "Cookie", mvarSessionCookie 'user name and password for 2nd RT login page/url .SetCredentials cnstBasic_Auth_User, cnstBasic_Auth_PWD, HTTPREQUEST_SETCREDENTIALS_FOR_SERVER On Error Resume Next .Send If Err.Number = 0 Then If .Status = "200" Then Debug.Print Debug.Print .ResponseText Debug.Print .GetAllResponseHeaders Else Debug.Print "HTTP " & .Status & " " & .StatusText End If Else Debug.Print "Error " & Err.Number & " " & Err.Source & " " & Err.Description End If On Error GoTo 0 Debug.Print .GetAllResponseHeaders End With Set WinHttpReq = Nothing Thanks, in advance, Tim -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Fri May 1 11:31:47 2015 From: alexmv at bestpractical.com (Alex Vandiver) Date: Fri, 1 May 2015 11:31:47 -0400 Subject: [rt-users] charset troubles In-Reply-To: <1m3qls0.1ulquz01swcbloM%manu@netbsd.org> References: <1m3qdik.1fl5wyi174kvogM%manu@netbsd.org> <1m3qls0.1ulquz01swcbloM%manu@netbsd.org> Message-ID: <20150501113147.73b068f4@umgah.localdomain> On Fri, 1 May 2015 10:01:02 +0200 manu at netbsd.org (Emmanuel Dreyfus) wrote: > In database, I have in both cases Which database? In your original mail, you said: > p5-DBD-mysql-4.031 > [...] > postgresql-9.4.1 Which database are you using? - Alex From manu at netbsd.org Fri May 1 11:53:58 2015 From: manu at netbsd.org (Emmanuel Dreyfus) Date: Fri, 1 May 2015 17:53:58 +0200 Subject: [rt-users] charset troubles In-Reply-To: <20150501113147.73b068f4@umgah.localdomain> Message-ID: <1m3r8cj.bieno6oti4kzM%manu@netbsd.org> Alex Vandiver wrote: > Which database? In your original mail, you said: > > > p5-DBD-mysql-4.031 > > [...] > > postgresql-9.4.1 > > Which database are you using? PostgreSQL 9.4.1. And p5-DBD-postgresql-3.5.1 was missing in my list. -- Emmanuel Dreyfus http://hcpnet.free.fr/pubz manu at netbsd.org From aaron at heyaaron.com Fri May 1 13:06:02 2015 From: aaron at heyaaron.com (Aaron C. de Bruyn) Date: Fri, 1 May 2015 10:06:02 -0700 Subject: [rt-users] rt-mailgate ignoring --no-verify-ssl? In-Reply-To: References: Message-ID: Fixed it. Apparently --no-verify-ssl only deals with the hostname on the certificate. I added the following to the 'use' section at the top of rt-mailgate: use IO::Socket::SSL; and then in the get_useragent function, I added the following ssl_opts line: $ua->ssl_opts( SSL_verify_mode => IO::Socket::SSL::SSL_VERIFY_NONE ); Now my legitimately signed wildcard cert (*.mydomain.tld) doesn't error out because of a bad hostname, or an untrusted cert in the middle of the chain. -A On Wed, Apr 29, 2015 at 9:01 PM, Aaron C. de Bruyn wrote: > Mailgate has been driving me nuts. I downloaded 4.2.10 and set it up > on a bright, shiny new server. > > I'm running fetchmail on my RT box using the following to send tickets to RT: > > poll mail.mydomain.tld with protocol pop3 > username engineering password -redacted- mda > "/opt/rt4/bin/rt-mailgate --no-verify-ssl --queue engineering --action > correspond --url https://tickets.mydomain.tld --debug" > > Fetchmail complains about the MDA erroring out. Increasing fetchmail > debugging shows: > > fetchmail: about to deliver with: /opt/rt4/bin/rt-mailgate > --no-verify-ssl --queue engineering --action correspond --url > https://tickets.mydomain.tld/ --debug > #***/opt/rt4/bin/rt-mailgate: temp file is '/tmp/Ax6Or2dgc1/23FBulXCfc' > /opt/rt4/bin/rt-mailgate: connecting to > https://tickets.mydomain.tld//REST/1.0/NoAuth/mail-gateway > HTTP request failed: 500 Can't connect to tickets.mydomain.tld:443 > (certificate verify failed). Your webserver logs may have more > information or there may be a network problem. > > /opt/rt4/bin/rt-mailgate: undefined server error > fetchmail: MDA returned nonzero status 75 > not flushed > fetchmail: POP3> QUIT > > > I even get an SSL error when running from the command line: > > root at tickets:/opt# /opt/rt4/bin/rt-mailgate --no-verify-ssl --queue > engineering --action correspond --url https://tickets.mydomain.tld/ > --debug > test > /opt/rt4/bin/rt-mailgate: temp file is '/tmp/9vlYhx9C9X/kI4IQo0RRw' > /opt/rt4/bin/rt-mailgate: connecting to > https://tickets.mydomain.tld//REST/1.0/NoAuth/mail-gateway > HTTP request failed: 500 Can't connect to tickets.mydomain.tld:443 > (certificate verify failed). Your webserver logs may have more > information or there may be a network problem. > > /opt/rt4/bin/rt-mailgate: undefined server error > root at tickets:/opt# > > It's acting like it's ignoring --no-verify-ssl. > > Am I missing something? > > Thanks, > > -A From todd at bestpractical.com Fri May 1 15:02:44 2015 From: todd at bestpractical.com (Todd Wade) Date: Fri, 01 May 2015 15:02:44 -0400 Subject: [rt-users] Issue Upgrading from 3.8.8 In-Reply-To: References: Message-ID: <5543CDD4.5010908@bestpractical.com> On 5/1/15 7:15 AM, II GG wrote: > After importing the MySQL database data from the old server I used the > rt-setup-database script. This errors: > > [1324] [Fri May 1 10:45:28 2015] [warning]: Resolver > RT::URI::fsck_com_rt could not parse fsck.com-rt://Vaioni/ticket/0, > maybe Organization config was changed? > (/usr/share/request-tracker4/lib/RT/URI.pm:165) > Couldn't finish 'upgrade' step. > > I am hoping the database hasn't been played with previously. Any ideas > what might be causing this? Assuming $Oragnization is the same, this seems to be the case. What I would do is grab 3.8.8 from the downloads page and see if it runs against your copy of the database. This may shake out any accidental misconfiguration. Then maybe run 3.8's sbin/rt-validator on it (once with --check, and then with --check --resolve --force). After that run 4.2's upgrade script on it. Regards, From jvdwege at xs4all.nl Sat May 2 10:36:02 2015 From: jvdwege at xs4all.nl (Joop) Date: Sat, 02 May 2015 16:36:02 +0200 Subject: [rt-users] Issue Upgrading from 3.8.8 In-Reply-To: <5543CDD4.5010908@bestpractical.com> References: <5543CDD4.5010908@bestpractical.com> Message-ID: <5544E0D2.8010409@xs4all.nl> On 1-5-2015 21:02, Todd Wade wrote: > On 5/1/15 7:15 AM, II GG wrote: >> After importing the MySQL database data from the old server I used the >> rt-setup-database script. This errors: You probably want a 'make upgrade-database'. Make sure you read all the relevant READMEs about upgrading from 3.8 to 4.2. Joop From jvdwege at xs4all.nl Sat May 2 10:39:24 2015 From: jvdwege at xs4all.nl (Joop) Date: Sat, 02 May 2015 16:39:24 +0200 Subject: [rt-users] Sorting of QuickSearch widget In-Reply-To: <553F432C.2070904@xs4all.nl> References: <553F432C.2070904@xs4all.nl> Message-ID: <5544E19C.1080701@xs4all.nl> On 28-4-2015 10:22, Joop wrote: > Hi All, > > I'm trying to change the sorting of QueueSummaryByLifecycle. Its > currently sorted by Queue name (to me implicit) but I would like to > change that to Description but I'm not having much success. I have > changed other components and there it was a simple add of: > > $Queues->OrderBy( FIELD => 'Description', > ORDER => 'ASC'); > > But that doesn't seem to work in this component. > > Anybody who can help me with this? > > Thanks in advance, > > Joop > > Found the solution. Adding the above BEFORE the call to UnLimit will do what I want BUT the call to ItemsArrayRef messes up the @queues because it uses the implicit ordering available in that function. Adding a sort fixes that. Regards, Joop From guadagnino.cristiano at creval.it Mon May 4 05:08:53 2015 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Mon, 4 May 2015 09:08:53 +0000 Subject: [rt-users] Need help getting REST API calls to work using WinHttpRequest from VBA In-Reply-To: References: Message-ID: <5547376A.7090800@creval.it> Hi, you will probably find what you need by looking at the source code of my RTChecker project. Look here: https://www.assembla.com/spaces/rtcheckerv2 Hope this helps Cris On 05/01/2015 04:39 PM, Tim Elkin wrote: Our goal is to create a Ticket in RT using VBA using the WinHttpRequest object. We understand that there are 2 login pages involved with RT. So, first we log into the first RT login page using using a "POST" request and passing the username and password using the SetCredentials function of the WinHttpRequest object. This request appears to return a valid session cookie which we parse to use in our second WinHttpRequest request. In making our second request we use a "GET" request setting the 2nd RT login username and password using the SetCredentials function and in addition we now are passing the session cookie (that is we send a portion of the session cookie returned from the previous request) info using the SetRequestHeader (as in SetRequestHeader "Cookie", mvarSessionCookie ). In this second request we are asking for an RT Ticket to be returned using "https://(our url)/REST/1.0/ticket/(a ticket #)/show". However, we receive the 401 Authorization error instead. Some sample code would be great. Below is the code we are using presently to verify that the session cookie we receive from the 1st RT login page is valid by using a second request to return an existing RT ticket (which is hard coded for testing purposes): Private Const cnstBase_URL As String = "https://[our RT url]" With WinHttpReq 'either of the following lines seems to work and return a cookie .Open "POST", cnstBase_URL .SetRequestHeader "User-Agent", "Mozilla/5.0 (Windows NT 6.1; WOW64; rv:31.0) Gecko/20100101 Firefox/31.0" .SetRequestHeader "Connection", "keep-alive" 'user name and password for 1st RT login page/url .SetCredentials cnstRequestor, cnstPWD, HTTPREQUEST_SETCREDENTIALS_FOR_SERVER On Error Resume Next .Send If Err.Number = 0 Then If .Status = "200" Then On Error Resume Next output_Cookie = .getResponseHeader("Set-Cookie") On Error GoTo 0 myCookie = Split(output_Cookie, ";") If UBound(myCookie) > 0 Then 'implicit conversion to string mvarSessionCookie = myCookie(0) End If Else Debug.Print "HTTP " & .Status & " " & .StatusText End If Else Debug.Print "Error " & Err.Number & " " & Err.Source & " " & Err.Description End If On Error GoTo 0 End With Set WinHttpReq = Nothing If Trim(mvarSessionCookie) = "" Then Exit Function 'perform second request Set WinHttpReq = New WinHttp.WinHttpRequest With WinHttpReq 'get ticket data Dim TargetURL As String 'to test cookie, display a ticket 'hard coded for testing as this works from the Browser which I thought would be a good test 'to see if the Cookie variable works TargetURL = "https://[our RT url]/REST/1.0/ticket/96494/show" .Open "GET", TargetURL, False .SetRequestHeader "User-Agent", "Mozilla/5.0 (Windows NT 6.1; WOW64; rv:31.0) Gecko/20100101 Firefox/31.0" .SetRequestHeader "Connection", "keep-alive" .SetRequestHeader "Cookie", mvarSessionCookie 'user name and password for 2nd RT login page/url .SetCredentials cnstBasic_Auth_User, cnstBasic_Auth_PWD, HTTPREQUEST_SETCREDENTIALS_FOR_SERVER On Error Resume Next .Send If Err.Number = 0 Then If .Status = "200" Then Debug.Print Debug.Print .ResponseText Debug.Print .GetAllResponseHeaders Else Debug.Print "HTTP " & .Status & " " & .StatusText End If Else Debug.Print "Error " & Err.Number & " " & Err.Source & " " & Err.Description End If On Error GoTo 0 Debug.Print .GetAllResponseHeaders End With Set WinHttpReq = Nothing Thanks, in advance, Tim -------------- next part -------------- An HTML attachment was scrubbed... URL: From abdelmalekboubarnous at student.emi.ac.ma Mon May 4 05:40:04 2015 From: abdelmalekboubarnous at student.emi.ac.ma (ABD EL MALEK BOUBARNOUS) Date: Mon, 4 May 2015 10:40:04 +0100 Subject: [rt-users] Freeze the requestor field Message-ID: Hi everyone, On ticket creation I would like to freeze the requestor field to be set to the user's email, RT does it by the default but let the field modifiable by the user and they can put any mail address there so I would like to freeze that field. anyone have an idea how I can do that ? Thanks in advance, -------------- next part -------------- An HTML attachment was scrubbed... URL: From lcadoret at keyyo.com Mon May 4 06:07:10 2015 From: lcadoret at keyyo.com (=?UTF-8?B?TG/Dr2MgQ2Fkb3JldA==?=) Date: Mon, 04 May 2015 12:07:10 +0200 Subject: [rt-users] Freeze the requestor field In-Reply-To: References: Message-ID: <554744CE.1040009@keyyo.com> Hi, I think you should look at the rights granted in your queue. I guess that remove the right to "modify ticket" should help. To be sure about what to do and know the properties of each rights, I suggest you to read the documentation here : http://requesttracker.wikia.com/wiki/QueueSpecificRights Hope it helps you Regards, Loic Cadoret IT Technician Keyyo Le 04/05/2015 11:40, ABD EL MALEK BOUBARNOUS a ?crit : > Hi everyone, > > On ticket creation I would like to freeze the requestor field to be > set to the user's email, RT does it by the default but let the field > modifiable by the user and they can put any mail address there so I > would like to freeze that field. > > anyone have an idea how I can do that ? > > > Thanks in advance, -------------- next part -------------- An HTML attachment was scrubbed... URL: From skupko.sk at gmail.com Mon May 4 07:40:26 2015 From: skupko.sk at gmail.com (Peter Viskup) Date: Mon, 4 May 2015 13:40:26 +0200 Subject: [rt-users] WikiText not decoded to HTML on Display Message-ID: Hi all, just setup RT with Articles and CF type of "wikitext". Unfortunately the value of this CF is not decoded to HTML and shown as is in DB. Example: Database entry: "=== General rules === Always create OS filesystem on separate disks." is shown without heading formatting and with all the '=' characters. Went through the documentation, but wasn't able to find anything which would help me to solve this issue. RT version: 4.2.10, Text::Wikiformat version 0.81 installed from CPAN. Is there anything I should check? Even debug logging doesn't show any issue. Thank you in advance. -- Peter -------------- next part -------------- An HTML attachment was scrubbed... URL: From manu at netbsd.org Mon May 4 09:09:27 2015 From: manu at netbsd.org (Emmanuel Dreyfus) Date: Mon, 4 May 2015 13:09:27 +0000 Subject: [rt-users] charset troubles In-Reply-To: <1m3r8cj.bieno6oti4kzM%manu@netbsd.org> References: <20150501113147.73b068f4@umgah.localdomain> <1m3r8cj.bieno6oti4kzM%manu@netbsd.org> Message-ID: <20150504130927.GU23934@homeworld.netbsd.org> On Fri, May 01, 2015 at 05:53:58PM +0200, Emmanuel Dreyfus wrote: > PostgreSQL 9.4.1. And p5-DBD-postgresql-3.5.1 was missing in my list. I may be able to debug some of it, but I would need some hints: where is the attachment supposed to be converted into quited-printable? It happens through Ticket/Update.html but not through Ticket/Create.html The difference should not be that hard to spot. -- Emmanuel Dreyfus manu at netbsd.org From one.geico.caveman at gmail.com Mon May 4 09:55:24 2015 From: one.geico.caveman at gmail.com (Geico Caveman) Date: Mon, 4 May 2015 19:25:24 +0530 Subject: [rt-users] Queues, surveys for agents, and forms Message-ID: I have not yet deployed RT, and am spending time studying it before I do so. There are many questions at this stage, but beyond what I have found in the docs: 1. Is there some documentation on how to set up multiple queues? Our university has several different offices that need separate queues, and while allusions are made to queues and associated lifecycles, I could not find much on how to set up independent queues in the first place. 2. We plan to use user surveys on each ticket to generate performance information on agents. Typically, each ticket will be handled by multiple agents. Is there a way for the customer to give different ratings to different agents? 3. How do I set up forms for common tasks? I realize that I need to go deeper into the documentation (and I have to a first pass, read all that is included the user manual for 4.2.10, so simply RTFM will not be a helpful response), but I find myself faced with these unaddressed questions. Please bear with a newbie here and feel free to point me to the right documentation. Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From lcadoret at keyyo.com Mon May 4 10:24:00 2015 From: lcadoret at keyyo.com (=?UTF-8?B?TG/Dr2MgQ2Fkb3JldA==?=) Date: Mon, 04 May 2015 16:24:00 +0200 Subject: [rt-users] Queues, surveys for agents, and forms In-Reply-To: References: Message-ID: <55478100.3080105@keyyo.com> Hi Geico, 1. Is there some documentation on how to set up multiple queues? Our university has several different offices that need separate queues, and while allusions are made to queues and associated lifecycles, I could not find much on how to set up independent queues in the first place. > I'm not sure to understand correctly your question. In RT, you can create multiple queue (I guess one by office) very easily. Each queue is independant (it has it own correspond address, admin, user rights, custom fields and scripts) and you can set them as you want to correspondant with what want to do. 2. We plan to use user surveys on each ticket to generate performance information on agents. Typically, each ticket will be handled by multiple agents. Is there a way for the customer to give different ratings to different agents? > I don't think that this feature exists by default in Request Tracker, maybe an external plugin can do the job. A way to do it is to use Custom fields in your queue. For exemple, you create a custom field by agent with the rates that can be given as values of the custom field. Maybe someone else will give you a much better solution. 3. How do I set up forms for common tasks? > Do you mean that you would like to create php form wich will create a ticket by submiting it ? If yes, then yes it is totaly possible. I think that it would be a very good idea to install Request Tracket on a test VM in order to test this solution and get more familiar with its functionalities. You can find RT doc here : https://www.bestpractical.com/docs/rt/4.2/ Hope it helped you, Regards, Loic Cadoret IT Technician Keyyo Le 04/05/2015 15:55, Geico Caveman a ?crit : > I have not yet deployed RT, and am spending time studying it before I > do so. > > There are many questions at this stage, but beyond what I have found > in the docs: > > 1. Is there some documentation on how to set up multiple queues? Our > university has several different offices that need separate queues, > and while allusions are made to queues and associated lifecycles, I > could not find much on how to set up independent queues in the first > place. > > 2. We plan to use user surveys on each ticket to generate performance > information on agents. Typically, each ticket will be handled by > multiple agents. Is there a way for the customer to give different > ratings to different agents? > > 3. How do I set up forms for common tasks? > > I realize that I need to go deeper into the documentation (and I have > to a first pass, read all that is included the user manual for 4.2.10, > so simply RTFM will not be a helpful response), but I find myself > faced with these unaddressed questions. > > Please bear with a newbie here and feel free to point me to the right > documentation. > > Thanks. From abdelmalekboubarnous at student.emi.ac.ma Tue May 5 04:45:23 2015 From: abdelmalekboubarnous at student.emi.ac.ma (ABD EL MALEK BOUBARNOUS) Date: Tue, 5 May 2015 09:45:23 +0100 Subject: [rt-users] Custom fields Message-ID: Hello, I've created some custom fields for the the 'ticket creation' form, and I would like for certain users to be able to fill in theses custom fields when creating a new ticket so I have given them the right to see and modify CF, but also I don't want them to be able to modify the values for the custom fields after submitting the ticket; Please someone tell me how to achieve that. Thanks in advance. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Tue May 5 15:57:39 2015 From: ktm at rice.edu (ktm at rice.edu) Date: Tue, 5 May 2015 14:57:39 -0500 Subject: [rt-users] SelectOwnerAutocomplete fails on mobile UI RT 4.2.10 Message-ID: <20150505195739.GD14770@aart.rice.edu> Hi RT users, While testing RT 4.2.10, I noticed that the user dropdown is replaced with a non-functional autocomplete box on both Android and iOS phones. Is the only way to fix that is to bump the limit up from 50? Regards, Ken From one.geico.caveman at gmail.com Wed May 6 00:47:27 2015 From: one.geico.caveman at gmail.com (Geico Caveman) Date: Wed, 6 May 2015 10:17:27 +0530 Subject: [rt-users] Queues, surveys for agents, and forms In-Reply-To: <55478100.3080105@keyyo.com> References: <55478100.3080105@keyyo.com> Message-ID: Thanks Loic! I am glad to hear that it is easy to do so. But precisely **how** is the question. Does it go into the config file as a new block? That said, is it possible to move tickets between queues (ensuring that the ticket number does not change)? That functionality is essential as very often as a request courses through the system, it has to go from one office to another (and the only person who can decide where it goes next is the agent in the office sending it). On Mon, May 4, 2015 at 7:54 PM, Lo?c Cadoret wrote: > Hi Geico, > > 1. Is there some documentation on how to set up multiple queues? Our > university has several different offices that need separate queues, and > while allusions are made to queues and associated lifecycles, I could not > find much on how to set up independent queues in the first place. > > > I'm not sure to understand correctly your question. In RT, you can > create multiple queue (I guess one by office) very easily. Each queue is > independant (it has it own correspond address, admin, user rights, custom > fields and scripts) and you can set them as you want to correspondant with > what want to do. > > 2. We plan to use user surveys on each ticket to generate performance > information on agents. Typically, each ticket will be handled by multiple > agents. Is there a way for the customer to give different ratings to > different agents? > > > I don't think that this feature exists by default in Request Tracker, > maybe an external plugin can do the job. A way to do it is to use Custom > fields in your queue. For exemple, you create a custom field by agent with > the rates that can be given as values of the custom field. Maybe someone > else will give you a much better solution. > > 3. How do I set up forms for common tasks? > > > Do you mean that you would like to create php form wich will create a > ticket by submiting it ? If yes, then yes it is totaly possible. > > I think that it would be a very good idea to install Request Tracket on a > test VM in order to test this solution and get more familiar with its > functionalities. > You can find RT doc here : https://www.bestpractical.com/docs/rt/4.2/ > > Hope it helped you, > > Regards, > > Loic Cadoret > IT Technician > Keyyo > > > Le 04/05/2015 15:55, Geico Caveman a ?crit : > >> I have not yet deployed RT, and am spending time studying it before I do >> so. >> >> There are many questions at this stage, but beyond what I have found in >> the docs: >> >> 1. Is there some documentation on how to set up multiple queues? Our >> university has several different offices that need separate queues, and >> while allusions are made to queues and associated lifecycles, I could not >> find much on how to set up independent queues in the first place. >> >> 2. We plan to use user surveys on each ticket to generate performance >> information on agents. Typically, each ticket will be handled by multiple >> agents. Is there a way for the customer to give different ratings to >> different agents? >> >> 3. How do I set up forms for common tasks? >> >> I realize that I need to go deeper into the documentation (and I have to >> a first pass, read all that is included the user manual for 4.2.10, so >> simply RTFM will not be a helpful response), but I find myself faced with >> these unaddressed questions. >> >> Please bear with a newbie here and feel free to point me to the right >> documentation. >> >> Thanks. >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Daniel.Schwager at dtnet.de Wed May 6 03:03:34 2015 From: Daniel.Schwager at dtnet.de (Daniel Schwager) Date: Wed, 6 May 2015 07:03:34 +0000 Subject: [rt-users] Call external webservice after all scrips/transactions are done? Message-ID: <5C4B841CCF894A4CBD8B13E25E2A575F210BC6FC@exchange2.dtnet.de> Hi, I would like to call (inside my scrip) a external webservice (synchronization-trigger to our Kanban tool). This call should be done - one time only, - after all RT transactions/scrips are done (so, the ticket is "stable" and will not change anymore) I don't know how to write my scrip "Custom condition", "stage" (normal/batch). How could this condition looks like? Best regards Danny -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2279 bytes Desc: not available URL: From lcadoret at keyyo.com Wed May 6 03:47:21 2015 From: lcadoret at keyyo.com (=?UTF-8?B?TG/Dr2MgQ2Fkb3JldA==?=) Date: Wed, 06 May 2015 09:47:21 +0200 Subject: [rt-users] Queues, surveys for agents, and forms In-Reply-To: References: <55478100.3080105@keyyo.com> Message-ID: <5549C709.5020402@keyyo.com> Hi Geico, Well everythings is set or created with the Web interface, so I would say that it is simple as a clic to create a new queue. It is totally possible to move ticket from one queue to an other (the ticket number does not change). You can also link tickets (create dependancies for your tickets, etc). And that thanks to the web interface so it is very user-friendly. You can also set different rights to your users according to the queue the ticket is attached from. As I said in my previous answer, you should install it on a Virtual Machine (best practical is supported by almost all linux distributions) to test it (install is quite simple and some how to exist on the internet depending of what distrib you use to use). Regards, Loic Cadoret IT Technician Keyyo Le 06/05/2015 06:47, Geico Caveman a ?crit : > Thanks Loic! > > I am glad to hear that it is easy to do so. But precisely **how** is > the question. Does it go into the config file as a new block? > > That said, is it possible to move tickets between queues (ensuring > that the ticket number does not change)? That functionality is > essential as very often as a request courses through the system, it > has to go from one office to another (and the only person who can > decide where it goes next is the agent in the office sending it). > > > > On Mon, May 4, 2015 at 7:54 PM, Lo?c Cadoret > wrote: > > Hi Geico, > > 1. Is there some documentation on how to set up multiple queues? > Our university has several different offices that need separate > queues, and while allusions are made to queues and associated > lifecycles, I could not find much on how to set up independent > queues in the first place. > > > I'm not sure to understand correctly your question. In RT, you > can create multiple queue (I guess one by office) very easily. > Each queue is independant (it has it own correspond address, > admin, user rights, custom fields and scripts) and you can set > them as you want to correspondant with what want to do. > > 2. We plan to use user surveys on each ticket to generate > performance information on agents. Typically, each ticket will be > handled by multiple agents. Is there a way for the customer to > give different ratings to different agents? > > > I don't think that this feature exists by default in Request > Tracker, maybe an external plugin can do the job. A way to do it > is to use Custom fields in your queue. For exemple, you create a > custom field by agent with the rates that can be given as values > of the custom field. Maybe someone else will give you a much > better solution. > > 3. How do I set up forms for common tasks? > > > Do you mean that you would like to create php form wich will > create a ticket by submiting it ? If yes, then yes it is totaly > possible. > > I think that it would be a very good idea to install Request > Tracket on a test VM in order to test this solution and get more > familiar with its functionalities. > You can find RT doc here : https://www.bestpractical.com/docs/rt/4.2/ > > Hope it helped you, > > Regards, > > Loic Cadoret > IT Technician > Keyyo > > > Le 04/05/2015 15:55, Geico Caveman a ?crit : > > I have not yet deployed RT, and am spending time studying it > before I do so. > > There are many questions at this stage, but beyond what I have > found in the docs: > > 1. Is there some documentation on how to set up multiple > queues? Our university has several different offices that need > separate queues, and while allusions are made to queues and > associated lifecycles, I could not find much on how to set up > independent queues in the first place. > > 2. We plan to use user surveys on each ticket to generate > performance information on agents. Typically, each ticket will > be handled by multiple agents. Is there a way for the customer > to give different ratings to different agents? > > 3. How do I set up forms for common tasks? > > I realize that I need to go deeper into the documentation (and > I have to a first pass, read all that is included the user > manual for 4.2.10, so simply RTFM will not be a helpful > response), but I find myself faced with these unaddressed > questions. > > Please bear with a newbie here and feel free to point me to > the right documentation. > > Thanks. > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From gsollazz at sgul.ac.uk Wed May 6 04:10:37 2015 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Wed, 6 May 2015 08:10:37 +0000 Subject: [rt-users] Upgraded 4.0.0 with RTFM 2.0 to RT 4.2 - can RTFM be removed? In-Reply-To: <1430392047150.9303@sgul.ac.uk> References: <1430392047150.9303@sgul.ac.uk> Message-ID: <1430899838411.80934@sgul.ac.uk> Hi all, is there anyone who has had the same issue or has any suggestion? Or should I remove RTFM from 4.0.0 and then repeat the migration? 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'. ________________________________ From: rt-users on behalf of Giuseppe Sollazzo Sent: 30 April 2015 12:07 To: rt-users at lists.bestpractical.com Subject: [rt-users] Upgraded 4.0.0 with RTFM 2.0 to RT 4.2 - can RTFM be removed? Dear list, we have upgrade our 4.0.0 to the latest 4.2, which includes an article functionality and currently testing it (it's a clone of our live system). On our 4.0.0, we had RTFM version 2.0 installed (although we never really used it, nor configured it) and the installation guide says this is not compatible with the auto-upgrade script. I proceeded with the 4.0.0->4.2 upgrade anyway, thinking the RTFM would just be left behind. However, the Articles section doesn't quite work (see screenshot with "content" not being editable, which is a clear symptom of us never having configured RTFM for use), so I suspect RTFM files are affecting the functionality. Is there a quick fix? I don't mind losing the RTFM 2.0 content to be honest. Any help would be greatly appreciated. Kind regards -- Giuseppe Sollazzo Senior System Analyst Member of the Open Data User Group (Cabinet Office) Member of the Technical Standards Board (Cabinet Office)? Member of the Health and Social Care Transparency Panel (Department of Health) Computing Services Information Services St George's, University of London Cranmer Terrace London SW17 0RE gsollazz at sgul.ac.uk +44 20 8725 5160 @sgulit St George's, University of London is proud to be a Stonewall Diversity Champion: 'people perform better when they can be themselves'. [http://www.sgul.ac.uk/images/misc/diversity_logo_with_text.jpg] -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Wed May 6 08:37:40 2015 From: ktm at rice.edu (ktm at rice.edu) Date: Wed, 6 May 2015 07:37:40 -0500 Subject: [rt-users] Queues, surveys for agents, and forms In-Reply-To: References: <55478100.3080105@keyyo.com> Message-ID: <20150506123740.GE14770@aart.rice.edu> On Wed, May 06, 2015 at 10:17:27AM +0530, Geico Caveman wrote: > Thanks Loic! > > I am glad to hear that it is easy to do so. But precisely **how** is the > question. Does it go into the config file as a new block? > > That said, is it possible to move tickets between queues (ensuring that the > ticket number does not change)? That functionality is essential as very > often as a request courses through the system, it has to go from one office > to another (and the only person who can decide where it goes next is the > agent in the office sending it). > Hi, If you give the other groups that need to move tickets into other queues the CreateTicket and SeeQueue rights for those queues, they will show up in their dropdown box and they can pass tickets to those queues. They will not see the tickets in those queues. We do this often. Make sure you do this with groups and group permissions to keep it managable. Regards, Ken From mc at unistra.fr Wed May 6 10:45:57 2015 From: mc at unistra.fr (Marc Chantreux) Date: Wed, 6 May 2015 16:45:57 +0200 Subject: [rt-users] store data in flat files Message-ID: <20150506144557.GA4967@ramirez.u-strasbg.fr> hello people, i would like to store (or sync from) the scrips, conditions and templates into files instead of databases. is there a way to do that? regards -- 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 alexmv at bestpractical.com Wed May 6 14:51:40 2015 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 6 May 2015 14:51:40 -0400 Subject: [rt-users] [rt-announce] Assets 1.05 released Message-ID: <20150506145140.76c3fb54@umgah.localdomain> Assets 1.05 -- 2015-05-06 ------------------------- We are pleased to announce Assets 1.05. https://download.bestpractical.com/pub/rt/release/RT-Extension-Assets-1.05.tar.gz https://download.bestpractical.com/pub/rt/release/RT-Extension-Assets-1.05.tar.gz.asc SHA1 sums 53b472ef543c99f3b1daae9e2e293c33dcd8cad8 RT-Extension-Assets-1.05.tar.gz 2e3a32e97ba720c3fd9f58d587424e05aec30e94 RT-Extension-Assets-1.05.tar.gz.asc Changes from 1.04: * Only call FillCache once if enabling plugin during "make initdb" * Ensure that grouping-less custom fields keep their values A complete changelog is available from git by running: git log 1.04..1.05 or visiting https://github.com/bestpractical/rt-extension-assets/compare/1.04...1.05 _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From aaron at guise.net.nz Wed May 6 17:30:19 2015 From: aaron at guise.net.nz (Aaron Guise) Date: Wed, 06 May 2015 21:30:19 +0000 Subject: [rt-users] store data in flat files In-Reply-To: <20150506144557.GA4967@ramirez.u-strasbg.fr> References: <20150506144557.GA4967@ramirez.u-strasbg.fr> Message-ID: Hi Marc, You can create actions and conditions in Flat files ( See http://requesttracker.wikia.com/wiki/WriteCustomAction#From_.22User_Defined.22_to_a_module ) I don't believe you can do this with templates though. A sidenote too you still have to add relevant entries to the database in order to use Conditions and Actions in Scrips. On Thu, May 7, 2015 at 2:45 AM Marc Chantreux wrote: > hello people, > > i would like to store (or sync from) the scrips, conditions and > templates into files instead of databases. is there a way to do that? > > regards > -- > 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 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Wed May 6 18:53:10 2015 From: ktm at rice.edu (ktm at rice.edu) Date: Wed, 6 May 2015 17:53:10 -0500 Subject: [rt-users] store data in flat files In-Reply-To: References: <20150506144557.GA4967@ramirez.u-strasbg.fr> Message-ID: <20150506225310.GC31129@aart.rice.edu> On Wed, May 06, 2015 at 09:30:19PM +0000, Aaron Guise wrote: > Hi Marc, > > You can create actions and conditions in Flat files ( See > http://requesttracker.wikia.com/wiki/WriteCustomAction#From_.22User_Defined.22_to_a_module > ) > > I don't believe you can do this with templates though. > > A sidenote too you still have to add relevant entries to the database in > order to use Conditions and Actions in Scrips. > > > On Thu, May 7, 2015 at 2:45 AM Marc Chantreux wrote: > > > hello people, > > > > i would like to store (or sync from) the scrips, conditions and > > templates into files instead of databases. is there a way to do that? > > Hi Marc, If you are using PostgreSQL, you can use a file foreign data wrapper to map a file to a DB table. I do not know what other DBs support that as well. Regards, Ken From Bernhard.Eierschmalz at scheppach.com Thu May 7 09:41:33 2015 From: Bernhard.Eierschmalz at scheppach.com (Eierschmalz, Bernhard) Date: Thu, 7 May 2015 13:41:33 +0000 Subject: [rt-users] Date format using CLI Message-ID: <97344147CBA1644584462D6D81C43CE4A365CE83@svex.scheppach.local> Hello, how can I modify the date format using CLI? When I do the following command: rt show ticket/1234 -f subject,created this is the result: Subject: test Created: Do 07. Mai 12:02:39 2015 I would preferred a format like 2015-05-07 12:02:39 Is this possible? Best Regards Bernhard -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at bestpractical.com Thu May 7 11:24:18 2015 From: todd at bestpractical.com (Todd Wade) Date: Thu, 07 May 2015 11:24:18 -0400 Subject: [rt-users] [rt-announce] RT 4.2.11 released Message-ID: <554B83A2.5090706@bestpractical.com> RT 4.2.11 -- 2015-05-07 -------------------------- RT 4.2.11 is now available. https://download.bestpractical.com/pub/rt/release/rt-4.2.11.tar.gz https://download.bestpractical.com/pub/rt/release/rt-4.2.11.tar.gz.asc SHA1 sums c40063b4265a983343804f2056b22964a8ba7be9 rt-4.2.11.tar.gz d34d6694462d597d14a474390d335bd2b58f42b8 rt-4.2.11.tar.gz.asc This release is a bugfix release; most notably, it improves indexing time for full-text search, as well as improving support for Apache 2.4 and MySQL 5.5. Interactive command-line tools (including upgrade tools) will now also default to displaying warnings to STDERR, to aid in awareness of potential errors. The complete list of changes includes: General user UI * If storing a transaction failed, note the failure obviously in the ticket history (#30419) * Make sub-menus accessible on screen-readers * Prevent Dashboard portlet from rendering with too many columns * Hint that a transaction is Correspondence, using red background, on Jumbo and Bulk Update pages as well. * Articles distinction between "no classes exist" and "none visible to user" (#30638) * Skip Articles Class selection page if there is only one valid option (#29975) * For consistency with other roles, don't attempt to send email notifications to owners that are disabled * Improve search performance when searching custom field values on users * Allow ModifyTicket to change nobody -> someone else, without OwnTicket * Allow HTML5 and tags for the replaced tag * Respect the user's chosen units for Time Worked across page loads, instead of always defaulting to minutes. (#17985) * In Jumbo, preserve ticket basics so in progress changes persist after returning to the page * Make elements styled as .button render the same as other buttons * Add print styles for button and .button that match other inputs Command-line * Default to enabling error warnings to the screen for interactive commands * Standardize --help, --quiet and --verbose options across tools * Allow GSSAPI authentication with bin/rt (#25074) Web Administration * Don't show rights on role groups rights list which are nonsensical (#30556) * Support setting multiply-valued custom fields during REST ticket creation * Fix an infinite loop in multiple-valued custom field parsing * Recover gracefully on template creation failure (#29021) * Provide a user-legible representation of the user's GPG key (#25376) * Ability to change back to "role" UsernameFormat * Consistently store un-encoded header data for forwards (#29714) Server Administration * Improve full-text indexing by 1-2 orders of magnitude, on both PostgreSQL and MySQL. * Warn if innodb_log_file_size would limit uploads to < 5M on MySQL 5.5 and later * Increase the warn threshold on max_allowed_packet to 5M * Validate lifecycle right name length * For convenience, allow using the distribution name instead of package name in Plugin(); for example: Plugin('RT-Extension-SLA') * Suggest explicit binlog_path for sphinx >= 1.10 * Drop DatabaseRequireSSL option that does nothing; replace with DatabaseExtraDSN option to allow passing of arbitrary additional database parameters to the database interface * Respect configure-time FontPath configuration * Configurable transaction suppression for EscalatePriority (#29465) * Switch from Oracle DBA-only tables to tables the user can inspect (#30393) * Properly handle large IN sql arguments by breaking them up in to separate statements Developer * Deprecate unused RT::Interface::CLI::debug sub * Standardize and simplify boilerplate for command-line options * Make rt-validator infinite loop checker actually work * Add 'mbox' option to $MailCommand which writes mbox-formatted output * Allow attributes to be set after object creation in initialdata files (#13036) * Do not set charset and body on multipart messages in ContentAsMIME (#23671) * Look harder for content in message/rfc822 parts * Allow creation of multipart/related via REST, by providing Content-IDs * Fold RT::Shredder code into core record classes * Skip Shredder tests on all non-SQLite databases * Built in HTTP Basic auth and htpasswd support in rt-apache tool * New callbacks for Ticket/Elements/ShowBasics, AfterTimeEstimated and AfterTimeWorked * Use %ARGS values in /Admin/Users/Modify.html to allow callbacks to modify them (#27655) * Allow passing SquelchMailTo to Ticket->Create * Explicitly depend on Class::Accessor::Fast not Class::Accessor * Add BodyClass parameter to Elements/Header so callbacks can more easily style only their own pages. Documentation * Extend the documentation to support Apache 2.4 deployment * Attempt to improve reliability in lighttpd by suggesting sockets instead of TCP connection * Information on finding and installing plugins * Information on the new rights interface in the UPGRADING doc (#29515) Internationalization * Localize EmailFrequency properties * Updated localizations (German, Spanish, French, Icelandic, Italian, Japanese, Lithuanian, Russian, Swedish, Traditional Chinese) A complete changelog is available from git by running: git log rt-4.2.10..rt-4.2.11 or visiting https://github.com/bestpractical/rt/compare/rt-4.2.10...rt-4.2.11 _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From smcclure at rice.edu Thu May 7 14:30:04 2015 From: smcclure at rice.edu (Susan K. McClure) Date: Thu, 07 May 2015 18:30:04 +0000 Subject: [rt-users] multiple logos on RT 4.2? Message-ID: I like the RT 4.2 Theme customization to replace the BPS logo with your own. Is it possible to upload multiple logos, and specify the use of different logos for different 1) Queues or 2) Dashboards and if so, how exactly? Thanks Susan K. McClure smcclure at rice.edu 713.348.4852 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: sammysmall.jpg Type: image/jpeg Size: 5110 bytes Desc: not available URL: From jwitts at queenmargarets.com Fri May 8 10:03:28 2015 From: jwitts at queenmargarets.com (Jon Witts) Date: Fri, 8 May 2015 14:03:28 +0000 Subject: [rt-users] Help with Scrip for child / dependent tickets Message-ID: <666A663D6FC1A341A7DC24F236265B418BC3B8E1@JUPITER.qms.n-yorks.sch.uk> Hi there, We are wanting to have a scrip run on our queues which will move a ticket back to the "open" state if all of its child and dependent tickets are closed (resolved, rejected or deleted). I have found Ruslan's scrip which opens a ticket once all of its child tickets are closed here on the wiki: http://requesttracker.wikia.com/wiki/OpenTicketOnAllMemberResolve which works great. However we have tried to edit this to work on depending / dependent tickets but cannot get it working. Here is the scrip, can anyone see what we are missing? ---------------------------- # end if setting this ticket to "resolved, deleted or rejected" return 1 if ($self->TransactionObj->NewValue !~ /^(?:resolved|deleted|rejected)$/); # current ticket is a dependant of (Depended on by some parents) my $DependedOnBy = $self->TicketObj->DependedOnBy; while( my $l = $DependedOnBy->Next ) { # we can't check non local objects next unless( $l->TargetURI->IsLocal ); # if dependant ticket is not in active state then scrip can skip it next unless( $l->TargetObj->Status =~ /^(?:new|open|stalled|pending|planning|holiday)$/ ); # the dependant ticket has dependencies (current ticket is one of them) my $ds = $l->TargetObj->DependsOn(); my $flag = 0; while( my $d = $ds->Next ) { next unless( $d->BaseURI->IsLocal ); next unless( $d->BaseObj->Status =~ /^(?:new|open|stalled|pending|planning|holiday)$/ ); $flag = 1; last; } # shouldn't open dependant if some dependency is active next if( $flag ); # All dependent tickets closed - open depending ticket $l->TargetObj->SetStatus('open'); } return 1; ------------------ Once we can get this scrip working we would ideally like a single scrip which will check all tickets on status change to see if it has a parent or depending ticket; and then if all child or dependent tickets for its parent are closed, to reopen the parent... Any help greatly received! Jon ----------------------------------------------------- Jon Witts Director of Digital Strategy Queen Margaret's School Escrick Park York YO19 6EU Telephone: 01904 727600 Fax: 01904 728150 Website: www.queenmargarets.com This email has been processed by Smoothwall Anti-Spam - www.smoothwall.net From Kendric.Beachey at garmin.com Fri May 8 10:11:08 2015 From: Kendric.Beachey at garmin.com (Beachey, Kendric) Date: Fri, 8 May 2015 14:11:08 +0000 Subject: [rt-users] Upgrading web/email server...should I upgrade RT itself too? Message-ID: <074C3AE4E206DC478AB4FA128B97914143D781D5@OLAWPA-EXMB05.ad.garmin.com> Hi all, We're running RT on Ubuntu 8.04...so it's time to get with the times. :-) A new CentOS server has been prepared for us. The database is actually running on a separate machine that is newer and there isn't a plan to upgrade it at this point. My question...is RT 4.0.17 itself old enough that I really ought to upgrade it as well? I'd like to minimize the amount of surprise for the users via new looks, so I'm wondering if there are any huge problems with staying at 4.0.17. I'm looking at the UPGRADING-4.2 document and I don't see anything like "this version of RT turned into Ultron at 10% of installations". For context, this installation of RT is only available on our internal network, to a userbase of 10-20 people who are pretty used to RT working the way it does. They don't use most of the fancier features of the system. -- Kendric Beachey ________________________________ CONFIDENTIALITY NOTICE: This email and any attachments are for the sole use of the intended recipient(s) and contain information that may be confidential and/or legally privileged. If you have received this email in error, please notify the sender by reply email and delete the message. Any disclosure, copying, distribution or use of this communication (including attachments) by someone other than the intended recipient is prohibited. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Fri May 8 11:22:13 2015 From: alexmv at bestpractical.com (Alex Vandiver) Date: Fri, 8 May 2015 11:22:13 -0400 Subject: [rt-users] Upgrading web/email server...should I upgrade RT itself too? In-Reply-To: <074C3AE4E206DC478AB4FA128B97914143D781D5@OLAWPA-EXMB05.ad.garmin.com> References: <074C3AE4E206DC478AB4FA128B97914143D781D5@OLAWPA-EXMB05.ad.garmin.com> Message-ID: <20150508112213.11610a26@umgah.localdomain> On Fri, 8 May 2015 14:11:08 +0000 "Beachey, Kendric" wrote: > My question...is RT 4.0.17 itself old enough that I really ought to upgrade it as well? Yes. 4.0.17 has published security vulnerabilities against it (CVE-2015-1464, CVE-2015-1165, CVE-2014-9472): http://blog.bestpractical.com/2015/02/security-vulnerabilities-in-rt.html > I'd like to minimize the amount of surprise for the users via new > looks, so I'm wondering if there are any huge problems with staying > at 4.0.17. Upgrading within a stable series will never cause any major user-visible UI changes, and should never break installed extensions. Upgrades within a stable series (from 4.0.17 to 4.0.23, for instance) are designed to be no-hassle bugfixes and security fixes. If we feel a change has the potential to give an administrator reason to _not_ upgrade within a stable series, it is unsuitable for that trunk. Please upgrade. All of this is hopefully also made clear on release policy page: https://bestpractical.com/rt/release-policy.html - Alex From dgnapier at sfu.ca Fri May 8 12:40:10 2015 From: dgnapier at sfu.ca (Duncan Napier) Date: Fri, 8 May 2015 09:40:10 -0700 (PDT) Subject: [rt-users] Upgrading web/email server...should I upgrade RT itself too? In-Reply-To: References: Message-ID: <28086785.39311676.1431103209994.JavaMail.zimbra@sfu.ca> Hi, A more immediate issue I would expect is that newer versions (not to mention the switch from Debian to RPM based distros) of framework applications (Apache, MySQL, PHP, Mason, Perl etc) may have compatibility issues with your older RT installation. So yes, you may not have much choice but to upgrade anyway. > Subject: [rt-users] Upgrading web/email server...should I upgrade RT > itself too? > Message-ID: > <074C3AE4E206DC478AB4FA128B97914143D781D5 at OLAWPA-EXMB05.ad.garmin.com> > Content-Type: text/plain; charset="us-ascii" > > Hi all, > > We're running RT on Ubuntu 8.04...so it's time to get with the times. :-) A > new CentOS server has been prepared for us. The database is actually > running on a separate machine that is newer and there isn't a plan to > upgrade it at this point. > > My question...is RT 4.0.17 itself old enough that I really ought to upgrade > it as well? I'd like to minimize the amount of surprise for the users via > new looks, so I'm wondering if there are any huge problems with staying at > 4.0.17. I'm looking at the UPGRADING-4.2 document and I don't see anything > like "this version of RT turned into Ultron at 10% of installations". > From Armen.Tashjian at sce.com Fri May 8 18:03:13 2015 From: Armen.Tashjian at sce.com (Armen Tashjian) Date: Fri, 8 May 2015 22:03:13 +0000 Subject: [rt-users] Determining resolver of a ticket Message-ID: As far as I can see, it is not possible to search for the resolver of a ticket. I have a single queue with members of different groups opening and resolving tickets. I can't seem to figure out how to figure out how many tickets Group 1 resolved vs Group 2. Is it possible to run a SQL search instead of using RT's query language? Thanks in advance. -Armen -------------- next part -------------- An HTML attachment was scrubbed... URL: From mnagel at willingminds.com Fri May 8 19:18:41 2015 From: mnagel at willingminds.com (Mark D. Nagel) Date: Fri, 08 May 2015 16:18:41 -0700 Subject: [rt-users] Determining resolver of a ticket In-Reply-To: References: Message-ID: <554D4451.6040008@willingminds.com> On 5/8/2015 3:03 PM, Armen Tashjian wrote: > > As far as I can see, it is not possible to search for the resolver of a ticket. I have > a single queue with members of different groups opening and resolving tickets. I can?t > seem to figure out how to figure out how many tickets Group 1 resolved vs Group 2. Is > it possible to run a SQL search instead of using RT?s query language? > Create a Custom Field for this purpose and set it in an OnResolved-triggered scrip, then... profit! You could perhaps also scan transactions for the one in which the ticket resolved and pull the actor from that transaction. In our instance, this could be RT itself in many cases, though, since we use an autoclose status that transitions to resolved after 72 hours via cron. Regards, Mark -- Mark D. Nagel, CCIE #3177 Emeritus Principal Consultant, Willing Minds LLC (http://www.willingminds.com) cell: 949-279-5817, desk: 714-495-4001, fax: 714-844-4698 ** For faster support response time, please ** email support at willingminds.com or call 714-495-4000 -------------- next part -------------- An HTML attachment was scrubbed... URL: From abdelmalekboubarnous at student.emi.ac.ma Sat May 9 07:58:31 2015 From: abdelmalekboubarnous at student.emi.ac.ma (ABD EL MALEK BOUBARNOUS) Date: Sat, 9 May 2015 12:58:31 +0100 Subject: [rt-users] Get the value of the current user organization in a scrip Message-ID: Hi, I'm trying to write a custom action in a scrip and I need the portion of code to get the value of the current user's organization field, Anyone can help me please ? Thanks in advance -------------- next part -------------- An HTML attachment was scrubbed... URL: From rabin at isoc.org.il Sun May 10 05:41:13 2015 From: rabin at isoc.org.il (Rabin Yasharzadehe) Date: Sun, 10 May 2015 12:41:13 +0300 Subject: [rt-users] RT send 2 mail notification for setting the ticket owner Message-ID: First mail looks like this, Sun May 10 12:27:14 2015: Request 242534 was acted upon. > Transaction: Given to rabin by X > Queue: sandbox > Subject: *(No subject given)* > Owner: rabin > Requestors: rabin > Status: new > Ticket: https://rt > ?the 2nd mail notification look like this, ????Sun May 10 12:27:14 2015: Request 242534 was acted upon. > Transaction: Owner set to rabin by X > Queue: sandbox > Subject: *(No subject given)* > Owner: rabin > Requestors: rabin > Status: new > Ticket: https://rt ?why is that ? ? ?current RT version = 4.2.10 installed from source on ubuntu 12.04? -- Rabin -------------- next part -------------- An HTML attachment was scrubbed... URL: From rtusers-20090205 at billmail.scconsult.com Sun May 10 12:45:16 2015 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Sun, 10 May 2015 12:45:16 -0400 Subject: [rt-users] RT send 2 mail notification for setting the ticket owner In-Reply-To: References: Message-ID: <0D0FC659-616C-4EB8-A8B3-A49F90EB200D@billmail.scconsult.com> On 10 May 2015, at 5:41, Rabin Yasharzadehe wrote: > First mail looks like this, > > Sun May 10 12:27:14 2015: Request 242534 was acted upon. >> Transaction: Given to rabin by X >> Queue: sandbox >> Subject: *(No subject given)* >> Owner: rabin >> Requestors: rabin >> Status: new >> Ticket: https://rt >> > > ?the 2nd mail notification look like this, > > ????Sun May 10 12:27:14 2015: Request 242534 was acted upon. >> Transaction: Owner set to rabin by X >> Queue: sandbox >> Subject: *(No subject given)* >> Owner: rabin >> Requestors: rabin >> Status: new >> Ticket: https://rt > > > ?why is that ? ? You have 2 different scrips being triggered by the same transaction. You can find which scrip is sending which message by looking at the Message-Id header. An example from my system: Message-ID: That's: rt-version-Trans-EpochSec-msecs-Ticket-Scrip-MailSeq at hostname From manu at netbsd.org Sun May 10 23:54:11 2015 From: manu at netbsd.org (Emmanuel Dreyfus) Date: Mon, 11 May 2015 05:54:11 +0200 Subject: [rt-users] charset troubles In-Reply-To: <1m3qdik.1fl5wyi174kvogM%manu@netbsd.org> Message-ID: <1m48tpl.1xp1hpv17h8s5lM%manu@netbsd.org> Emmanuel Dreyfus wrote: > After upgrading to RT 4.2.10, the problem vanished when updating tickets > on the web interface, but it still exists when creating a new ticket > from the web interface. The problem is still there with RT 4.2.11. Hints on how to fix it would be welcome. -- Emmanuel Dreyfus http://hcpnet.free.fr/pubz manu at netbsd.org From Bernhard.Eierschmalz at scheppach.com Mon May 11 04:43:43 2015 From: Bernhard.Eierschmalz at scheppach.com (Eierschmalz, Bernhard) Date: Mon, 11 May 2015 08:43:43 +0000 Subject: [rt-users] Tickets from other Ticketsystem In-Reply-To: <20140903203330.GA11662@jibsheet.com> References: <97344147CBA1644584462D6D81C43CE413815C77@svex.scheppach.local> <20140822140048.GF3071@jibsheet.com> <97344147CBA1644584462D6D81C43CE41381B244@svex.scheppach.local> <20140903203330.GA11662@jibsheet.com> Message-ID: <97344147CBA1644584462D6D81C43CE4A365E3BA@svex.scheppach.local> Hello Kevin, I know this is a very old mail below. I didn't install the plugin in this times, because it was not so urgent. But now I have the same problem again. I read about the extension you mentioned. But I think there is one problem. What I understood about the extension is: - when there is a new mail to an existing resolved ticket with defined ticket number - open a new ticket What I need is the following - when there is a new mail to a new ticket AND the subject is starting with defined syntax - check if there is any ticket with almost the same subject - attach the new mail to the existing ticket instead of opening a new one. So the difference is that the extension searches for a ticket with defined number - what I need is to search for any existing ticket with a defined syntax. Are you sure the extension would work in my case? Can you tell me how to use it? Best regards Bernhard -----Urspr?ngliche Nachricht----- Von: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Kevin Falcone Gesendet: Mittwoch, 3. September 2014 22:34 An: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] Tickets from other Ticketsystem On Mon, Aug 25, 2014 at 08:27:00AM +0000, Eierschmalz, Bernhard wrote: > Hello Kevin, > > I already thought about creating a scrip like > Condition: > Transaction obj = "create" > Subject contains "[plus ticket#" > > Action: > Search tickets with same plus-ticket no. > If one exists, combine > > What do you think about this solution? Or would you prefer the strongly modified plugin? > Scrip runs after the second ticket is created and sends email. You then Merge it. The plugin never allows the second ticket to be created. -kevin > > > -----Urspr?ngliche Nachricht----- > Von: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] Im > Auftrag von Kevin Falcone > Gesendet: Freitag, 22. August 2014 16:01 > An: rt-users at lists.bestpractical.com > Betreff: Re: [rt-users] Tickets from other Ticketsystem > > On Tue, Aug 19, 2014 at 05:36:04AM +0000, Eierschmalz, Bernhard wrote: > > we have one customer using its own ticket system. This customer > > sends us mails with an information about his own ticket in the subject. > > > > i.e. [PLUS.DE Ticket#PD077994] > > > > sometimes when this customer answers, he doesn?t send our ticket > > number in subject, so he opens a new ticket. > > > > Is it possible to identify a mail by this PLUS ticket number and add > > to our already opened ticket instead of open a new one? > > Look at the code in > https://github.com/bestpractical/rt-extension-repliestoresolved > > The function it hooks can be used to lie to RT and return a ticket id of the existing ticket (as opposed to what this extension does, which is suppress the ticket id so that a new ticket will be created). > > -kevin > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training From rshaker at ARDENCOMPANIES.COM Mon May 11 11:16:06 2015 From: rshaker at ARDENCOMPANIES.COM (Bob Shaker) Date: Mon, 11 May 2015 15:16:06 +0000 Subject: [rt-users] Get the value of the current user organization in a scrip In-Reply-To: References: Message-ID: use RT; use RT::User; use RT::Ticket; my $user = $self->TransactionObj->TicketObj->CreatorObj; my $userDept = $user->Organization; From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of ABD EL MALEK BOUBARNOUS Sent: Saturday, May 9, 2015 7:59 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Get the value of the current user organization in a scrip Hi, I'm trying to write a custom action in a scrip and I need the portion of code to get the value of the current user's organization field, Anyone can help me please ? Thanks in advance ________________________________ ARDEN A Global Company Celebrating over 50 years of making your life more comfortable! This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message. This OUTBOUND E-mail and Document(s) has been scanned by an Antivirus Server. -------------- next part -------------- An HTML attachment was scrubbed... URL: From rabin at isoc.org.il Mon May 11 17:50:33 2015 From: rabin at isoc.org.il (Rabin Yasharzadehe) Date: Tue, 12 May 2015 00:50:33 +0300 Subject: [rt-users] RT send 2 mail notification for setting the ticket owner In-Reply-To: <0D0FC659-616C-4EB8-A8B3-A49F90EB200D@billmail.scconsult.com> References: <0D0FC659-616C-4EB8-A8B3-A49F90EB200D@billmail.scconsult.com> Message-ID: On Sun, May 10, 2015 at 7:45 PM, Bill Cole < rtusers-20090205 at billmail.scconsult.com> wrote: > On 10 May 2015, at 5:41, Rabin Yasharzadehe wrote: > > First mail looks like this, >> >> Sun May 10 12:27:14 2015: Request 242534 was acted upon. >> >>> Transaction: Given to rabin by X >>> Queue: sandbox >>> Subject: *(No subject given)* >>> Owner: rabin >>> Requestors: rabin >>> Status: new >>> Ticket: https://rt >>> >>> >> ?the 2nd mail notification look like this, >> >> ????Sun May 10 12:27:14 2015: Request 242534 was acted upon. >> >>> Transaction: Owner set to rabin by X >>> Queue: sandbox >>> Subject: *(No subject given)* >>> Owner: rabin >>> Requestors: rabin >>> Status: new >>> Ticket: https://rt >>> >> >> >> ?why is that ? ? >> > > You have 2 different scrips being triggered by the same transaction. You > can find which scrip is sending which message by looking at the Message-Id > header. An example from my system: > > Message-ID: > > That's: rt-version-Trans-EpochSec-msecs-Ticket-Scrip-MailSeq at hostname ?Thank you Bill, your tip was very helpful (and probably also in the future)? I found the scrip which send the email notification, but it is not familiar to me, the condition is "User defined" but i can't understand the Perl code, can you help please ? ---- my $txn = $self->TransactionObj; return 0 unless $txn->Field eq "Owner"; return 0 if $txn->NewValue == $txn->Creator; return 1; ---- ? -- Rabin -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: screenshot1.png Type: image/png Size: 44619 bytes Desc: not available URL: From np121 at hotmail.com Mon May 11 18:50:41 2015 From: np121 at hotmail.com (Nick price) Date: Tue, 12 May 2015 00:50:41 +0200 Subject: [rt-users] 64 bit Message-ID: Fedora 22 is due to be released this month . Are there any special considerations that I need to get rt 4.2.11 to work on a 64 bit version of fedora 22 server Up till now I have only been using it on 32 bit systems, but plan to change to 64bit from 22 onwards Nick -------------- next part -------------- An HTML attachment was scrubbed... URL: From jvdwege at xs4all.nl Tue May 12 02:32:07 2015 From: jvdwege at xs4all.nl (Joop) Date: Tue, 12 May 2015 08:32:07 +0200 Subject: [rt-users] 64 bit In-Reply-To: References: Message-ID: <55519E67.9050201@xs4all.nl> On 12-5-2015 0:50, Nick price wrote: > > Fedora 22 is due to be released this month . > > > > Are there any special considerations that I need to get rt 4.2.11 to > work on a 64 bit version of fedora 22 server > > > > Up till now I have only been using it on 32 bit systems, but plan to > change to 64bit from 22 onwards > > > > Nick > I have been running RT on 64bit CentOS since 3.0.x times. Just run make fixdeps until everything needed by RT is installed. This will use CPAN for all the packages but some, probably not all, are also available as yum/dnf packages. Let us know if you run into trouble. Joop -------------- next part -------------- An HTML attachment was scrubbed... URL: From tesla.coil at live.com Tue May 12 07:41:59 2015 From: tesla.coil at live.com (mountaingoat) Date: Tue, 12 May 2015 04:41:59 -0700 (MST) Subject: [rt-users] REST API search query to list tickets created 'x' days/minutes ago Message-ID: <1431430919825-60033.post@n7.nabble.com> Hello ! I'm using Curl and the REST interface to query the RT Database.I can't seem to build a query to use with Curl,to list out all Tickets created 'x' days ago or 'x' minutes ago.Any pointers will be greatly appreciated. This is what my query looks like. *Doesn't Work* $curl "https://localhost/REST/1.0/search/ticket?query=Created>'2 days ago'ANDQueue='myQueue'" -b /tmp/rt.cookie *Works.List all RTs created on this date* $ curl -s -S "https://localhost/REST/1.0/search/ticket?query=Created='2015-05-08'ANDQueue='myQueue'" -b /tmp/rt.cookie *Works.List all RTs created after the specified date* $ curl -s -S "https://localhost/REST/1.0/search/ticket?query=Created>'2015-05-08'ANDQueue='myQueue'" -b /tmp/rt.cookie -- View this message in context: http://requesttracker.8502.n7.nabble.com/REST-API-search-query-to-list-tickets-created-x-days-minutes-ago-tp60033.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From cloos at netcologne.de Tue May 12 11:11:59 2015 From: cloos at netcologne.de (Christian Loos) Date: Tue, 12 May 2015 17:11:59 +0200 Subject: [rt-users] ticket content search maybe doesn't work as excepted Message-ID: <5552183F.1080404@netcologne.de> Hi, playing around with the ticket content search I discovered many "false positive" results. The _TransContentLimit [1] fetches all transaction, notably also the EmailRecord and CommentEmailRecord transactions which let the content search also found matches for stings which are inserted by templates into outgoing emails. This isn't what I would expect. If I search for content I would expect matches for the content of Create, Comment, Correspond, Forward Ticket and Forward Transaction (the content of an incoming email or the content of an RT user input). Example (vanilla RT 4.2.11 with unindexed search [2] enabled): * create a ticket with subject foo and content bar * search for: Content LIKE 'Greetings' I wouldn't expect a result here. But the 'Greetings' matches the one from default 'HTML Autoresponse template' template [3]. Chris [1] https://github.com/bestpractical/rt/blob/stable/lib/RT/Tickets.pm#L828-997 [2] https://bestpractical.com/docs/rt/4.2/full_text_indexing.html#UNINDEXED-SEARCH [3] https://github.com/bestpractical/rt/blob/stable/etc/initialdata#L260-285 From ktm at rice.edu Tue May 12 11:30:47 2015 From: ktm at rice.edu (ktm at rice.edu) Date: Tue, 12 May 2015 10:30:47 -0500 Subject: [rt-users] ticket content search maybe doesn't work as excepted In-Reply-To: <5552183F.1080404@netcologne.de> References: <5552183F.1080404@netcologne.de> Message-ID: <20150512153047.GG31129@aart.rice.edu> On Tue, May 12, 2015 at 05:11:59PM +0200, Christian Loos wrote: > Hi, > > playing around with the ticket content search I discovered many "false > positive" results. > > The _TransContentLimit [1] fetches all transaction, notably also the > EmailRecord and CommentEmailRecord transactions which let the content > search also found matches for stings which are inserted by templates > into outgoing emails. > > This isn't what I would expect. If I search for content I would expect > matches for the content of Create, Comment, Correspond, Forward Ticket > and Forward Transaction (the content of an incoming email or the content > of an RT user input). > > Example (vanilla RT 4.2.11 with unindexed search [2] enabled): > * create a ticket with subject foo and content bar > * search for: Content LIKE 'Greetings' > > I wouldn't expect a result here. But the 'Greetings' matches the one > from default 'HTML Autoresponse template' template [3]. > > > Chris > > [1] > https://github.com/bestpractical/rt/blob/stable/lib/RT/Tickets.pm#L828-997 > [2] > https://bestpractical.com/docs/rt/4.2/full_text_indexing.html#UNINDEXED-SEARCH > [3] https://github.com/bestpractical/rt/blob/stable/etc/initialdata#L260-285 > Hi Chris, The fulltext search applies to all attachments in the DB, which is what I would expect it to do. I do agree, that a method to choose which type attachments should be searched like the HistoryFilter function would be a useful enhancement. In general, a content search on a "noise" word like "Greetings" would not really be expected to produce useful results. It might me useful to add such terms to your stop word list in your fulltext system. That would provide more useful results even in the absence of attachment type filtering. Regards, Ken From alex at chmrr.net Tue May 12 12:12:33 2015 From: alex at chmrr.net (Alex Vandiver) Date: Tue, 12 May 2015 12:12:33 -0400 Subject: [rt-users] ticket content search maybe doesn't work as excepted In-Reply-To: <5552183F.1080404@netcologne.de> References: <5552183F.1080404@netcologne.de> Message-ID: <20150512121233.0151d86f@umgah.localdomain> On Tue, 12 May 2015 17:11:59 +0200 Christian Loos wrote: > playing around with the ticket content search I discovered many "false > positive" results. Yup -- known bug: https://issues.bestpractical.com/Ticket/Display.html?id=19237 - Alex From rtusers-20090205 at billmail.scconsult.com Tue May 12 13:06:36 2015 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Tue, 12 May 2015 13:06:36 -0400 Subject: [rt-users] RT send 2 mail notification for setting the ticket owner In-Reply-To: References: <0D0FC659-616C-4EB8-A8B3-A49F90EB200D@billmail.scconsult.com> Message-ID: <593A9A9A-F6FD-4CF6-9187-30CDA2ADAD4A@billmail.scconsult.com> On 11 May 2015, at 17:50, Rabin Yasharzadehe wrote: > On Sun, May 10, 2015 at 7:45 PM, Bill Cole < > rtusers-20090205 at billmail.scconsult.com> wrote: > >> On 10 May 2015, at 5:41, Rabin Yasharzadehe wrote: >> >> First mail looks like this, >>> >>> Sun May 10 12:27:14 2015: Request 242534 was acted upon. >>> >>>> Transaction: Given to rabin by X >>>> Queue: sandbox >>>> Subject: *(No subject given)* >>>> Owner: rabin >>>> Requestors: rabin >>>> Status: new >>>> Ticket: https://rt >>>> >>>> >>> ?the 2nd mail notification look like this, >>> >>> ????Sun May 10 12:27:14 2015: Request 242534 was acted upon. >>> >>>> Transaction: Owner set to rabin by X >>>> Queue: sandbox >>>> Subject: *(No subject given)* >>>> Owner: rabin >>>> Requestors: rabin >>>> Status: new >>>> Ticket: https://rt >>>> >>> >>> >>> ?why is that ? ? >>> >> >> You have 2 different scrips being triggered by the same transaction. >> You >> can find which scrip is sending which message by looking at the >> Message-Id >> header. An example from my system: >> >> Message-ID: >> >> That's: rt-version-Trans-EpochSec-msecs-Ticket-Scrip-MailSeq at hostname > > > ?Thank you Bill, > your tip was very helpful (and probably also in the future)? > > I found the scrip which send the email notification, Based on what you posted, I would expect there to be 2 different scrips, one for each message. Your solution will probably involve selecting one of them to keep and disabling the other. > but it is not familiar > to me, > the condition is "User defined" but i can't understand the Perl code, > > can you help please ? > > ---- > my $txn = $self->TransactionObj; > return 0 unless $txn->Field eq "Owner"; > return 0 if $txn->NewValue == $txn->Creator; > return 1; > ---- That means the scrip action (sending an email notification using the selected template) will trigger only on transactions that (1) change the ticket's "Owner" field and (2) set the new value of "Owner" to a value that is not equal to the "Creator" field of the transaction. In other words: the scrip triggers when a user gives a ticket to someone else. From matthew at staff.broadbandsolutions.com.au Wed May 13 19:29:50 2015 From: matthew at staff.broadbandsolutions.com.au (Matthew Crozier) Date: Wed, 13 May 2015 23:29:50 +0000 Subject: [rt-users] Assistance with KPI tracking with RT. Message-ID: Hello all, I need a little bit of guidance/help with implementing below: 1. Count of cases acknowledged (where an email has been received to a case and a comment or outgoing correspondence has been recorded on the same day) 2. Count of cases unacknowledged Can anyone steer me in the right direction? Thanks, Matthew -------------- next part -------------- An HTML attachment was scrubbed... URL: From rabin at isoc.org.il Thu May 14 02:46:21 2015 From: rabin at isoc.org.il (Rabin Yasharzadehe) Date: Thu, 14 May 2015 09:46:21 +0300 Subject: [rt-users] RT send 2 mail notification for setting the ticket owner In-Reply-To: <593A9A9A-F6FD-4CF6-9187-30CDA2ADAD4A@billmail.scconsult.com> References: <0D0FC659-616C-4EB8-A8B3-A49F90EB200D@billmail.scconsult.com> <593A9A9A-F6FD-4CF6-9187-30CDA2ADAD4A@billmail.scconsult.com> Message-ID: On Tue, May 12, 2015 at 8:06 PM, Bill Cole < rtusers-20090205 at billmail.scconsult.com> wrote: > Based on what you posted, I would expect there to be 2 different scrips, > one for each message. Your solution will probably involve selecting one of > them to keep and disabling the other. > > but it is not familiar >> to me, >> the condition is "User defined" but i can't understand the Perl code, >> >> can you help please ? >> >> ---- >> my $txn = $self->TransactionObj; >> return 0 unless $txn->Field eq "Owner"; >> return 0 if $txn->NewValue == $txn->Creator; >> return 1; >> ---- >> > > That means the scrip action (sending an email notification using the > selected template) will trigger only on transactions that (1) change the > ticket's "Owner" field and (2) set the new value of "Owner" to a value that > is not equal to the "Creator" field of the transaction. In other words: the > scrip triggers when a user gives a ticket to someone else. > ?Thank you :) ?? -- Rabin -------------- next part -------------- An HTML attachment was scrubbed... URL: From b.maciejewski at agriplus.pl Thu May 14 08:56:15 2015 From: b.maciejewski at agriplus.pl (Bartosz Maciejewski) Date: Thu, 14 May 2015 14:56:15 +0200 Subject: [rt-users] How to attach attachment (file) to outgoing mail? Message-ID: <55549B6F.9070200@agriplus.pl> Hi list, I have problem with sending attachments when replying from RT, and sending attachments from scrip. I have two questions here: 1. Is it possible when replaying to initial mail that created ticket to attach all attachments that came with it? 2. How I can choose in scrip First/Last/All attachments to be attached to outgoing mail when condition is valid? I'm using latest 4.2.11 with HTML Templates. Also, when replying to message that have pasted screenshot (inline image?), I can see it in RT editor, and it is shown in mail received in Thunderbird, but when received in Outlook, there is only icon with red X instead of actual immage. Is it known bug or limitation with Outlook or something can be tweaked for Outlook to show correct images? Thank You for any hints, because I spent two days searching for solution and found nothing that can lead me even one step closer to solution. From manu at netbsd.org Thu May 14 10:50:23 2015 From: manu at netbsd.org (Emmanuel Dreyfus) Date: Thu, 14 May 2015 16:50:23 +0200 Subject: [rt-users] [SOLVED] Re: charset troubles In-Reply-To: <1m3pm0g.hr83zm1rrsrwqM%manu@netbsd.org> Message-ID: <1m4f788.8mu16f1ob8y57M%manu@netbsd.org> Emmanuel Dreyfus wrote: > I just upgraded Apache to 2.4 and RT to latest 3.8, and I get a charset > problem: anything that enter RT through rt-mailgate is fine, but any non > ASCII character sent through the web interface gets corrupted: I get a ? > in a quare instead, which is usually what happens when ISO-8859-1 > character was mistaken as UTF-8. > > Older messages from before the upgrade display correctly, hence this is > really a problem at message POST time. I fixed it. Replying to myself with the whole story for someone else's future reference. The problem was database encoding. RT can use PostgreSQL with encoding "UTF-8" or the default "SQL_ASCII". That later encoding means PostgreSQL does not care about encoding and just gives back the bytes it was given without any check. The former enforces UTF-8 usage and is able to automatically transcode if the client claims to use another encoding. My RT installation had been configured with the PostgreSQL database using "UTF-8" encoding for a while. At some time I upgraded PostgreSQL and I reloaded the data from a dump after reinitializing the database. But since I did not check for it, it got "SQL_ASCII", a setup where the application must take care of data encoding. RT stores data as UTF-8 but It seems there are some conversions missing in the code, especially on ticket creation through the web. I did not find where it happens, but this action was introducing ISO-8859-1 characters in the database. After a few weeks, I had a database randomly mixing ISO-8859-1 and UTF-8 data. Fixing the situation required to dump, drop and create again the database with "UTF-8" encoding and reloading from the dump. But doing so required to clean up the dump from any ISO-8859-1 character, otherwise PostgreSQL could not load it. Using iconv(1) could not help since there was also some UTF-8 characaters in the database. I had to write exernal C functions for PostgreSQL to perfom query such as update attachments set content=qpfix(content), contentencoding="qupoted-printable" where not is_utf8(content); is_utf8() is an external function that finds character sequences invalid for UTF-8 qpfix() is an external function that translates ISO-8859-1 in quoted-printable UTF-8 That kind of fixes had to be done in a various columns of table attachments, users, and transactions. I can share the C code if someone is interested. After the proper fix, the database dump could be reimported in the UTF-8 encoded database, and the charset trouble on ticket creation from the web disapeared. -- Emmanuel Dreyfus http://hcpnet.free.fr/pubz manu at netbsd.org From mlind at sosml.net Thu May 14 11:44:25 2015 From: mlind at sosml.net (mlind at sosml.net) Date: Thu, 14 May 2015 08:44:25 -0700 Subject: [rt-users] dynamic search of custom field (select box) Message-ID: <001101d08e5c$dae04290$90a0c7b0$@net> I have installed version 4.2.10. I imported and updated the older version's (3.8.4) RT database. So far all seems to be working fine. I have a custom field on my Ticket/Create.html page (Customers) which is a 'Select one value' Select box, that is loaded using a package (RT::CustomFieldValues::Customers) located in rt4/local/lib/RT/CustomFieldValues and contains a very large number of customers. I have added a text box above this select box (named 'Search Customers') and would like to modify the contents of the select box each time the "keyup" event is fired for this text box; and base the query which loads the select box with a where clause similar to "where customer_name like '%%'. I have searched the online documentation, googled this to death, am usually pretty good at sniffing out potential solutions on the web but this is eluding me. I just can't find out what I need to do to: 1) reload the Ticket/Create page on the 'Select Customers' keyup event; and 2) pass the text box content (value) to the query in RT::CustomFieldValues::Customers. Any assistance with this would be greatly appreciated. Thanks, Mike -------------- next part -------------- An HTML attachment was scrubbed... URL: From ripache at gmail.com Thu May 14 12:39:21 2015 From: ripache at gmail.com (ripache at gmail.com) Date: Thu, 14 May 2015 12:39:21 -0400 Subject: [rt-users] Change RT email address Message-ID: Good day to all: I am in the need to change the email address which RT works with. The email which receives and send the email. Can some one provide information on how to do so? RT 4.0.7 on Debian. -- Richard Pacheco -------------- next part -------------- An HTML attachment was scrubbed... URL: From mlind at sosml.net Thu May 14 15:02:57 2015 From: mlind at sosml.net (mlind at sosml.net) Date: Thu, 14 May 2015 12:02:57 -0700 Subject: [rt-users] FW: [rt-devel] dynamic search of custom field Message-ID: <004301d08e78$97564ee0$c602eca0$@net> Thanks Matt, I'll check out the auto-complete functionality and see if that floats my boat :), not adverse to other ideas at this time though. My interest in the search field producing input for the sql query is mainly because I'm familiar with it, using it in the past as a php/javascript solution to this issue. I like to feel like I can think outside the box but being semi-literate in perl and new to RT code structures I never would have thought of your solution. -----Original Message----- From: Matt Zagrabelny [mailto:mzagrabe at d.umn.edu] Sent: Thursday, May 14, 2015 9:21 AM To: mlind at sosml.net Cc: rt-devel at lists.bestpractical.com Subject: Re: [rt-devel] dynamic search of custom field Hi Mike, On Wed, May 13, 2015 at 12:15 PM, wrote: > I have installed version 4.2.10. > > I imported and updated the older (version 3.8.4) RT database. > > So far all seems to be working fine. > > I have a custom field on my Ticket/Create.html page (Customers) which > is a 'Select one value' Select box, is loaded using a package > (RT::CustomFieldValues::Customers) located in > rt4/local/lib/RT/CustomFieldValues and contains a very large number of > customers. What is very large? ~K, ~10K, ~100K, etc? > > I have added a text box above this select box (named 'Search > Customers') and would like to modify the contents of the select box each time the "keyup" > event is fired for this text box; and base the query which loads the > select box with a where clause similar to "where customer_name like > '% content>%'. There is an autocomplete CF - "Enter one value with autocompletion". Both for selecting single or multiple values. Perhaps give that a try? > > I just can't find out what I need to do to > > 1) reload the Ticket/Create page on the 'Select Customers' keyup event; > and I would avoid reloading the page. > 2) pass the text box content (value) to the query in > RT::CustomFieldValues::Customers. If you aren't sold by the shear ease of the "Enter one value with autocompletion" CF solution mentioned above and want to stick with a text field and a select box populated via ajaxy events on that text field then I'll make a stab at a suggestion. Keep in mind there are a bunch of ways to tackle this problem and this is just one suggestion. Have two CFs: An authoritative select one value CF, call it "Customer List", that has your data and is mostly/fully hidden from the users. A second select one value CF, call it "Customer", that will get populated via some jQuery ajax calls. This second CF should be void of values. The ajax will put them there when the time comes. Then create a REST-y codepoint (/Helpers/GetCustomers or something similar) to serve the jQuery ajax calls and return the customers from "Customer List". The jQuery can then populate the "Customer" CF according to your desired query. There are some more details that I'm omitting. If you go down this road I could elaborate more. :) -m From mlind at sosml.net Thu May 14 16:02:05 2015 From: mlind at sosml.net (mlind at sosml.net) Date: Thu, 14 May 2015 13:02:05 -0700 Subject: [rt-users] FW: FW: [rt-devel] dynamic search of custom field Message-ID: <004601d08e80$da134b40$8e39e1c0$@net> Ok, I looked into the autocompletion (i.e. 'select one with autocompletion') .. lol .. works great; just didn't know it existed or how to search for it :) It would be nice to see the entire list in case a user did not know what to search for, but this solution is totally usable and clean and simple. Thanks Matt. -----Original Message----- From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of mlind at sosml.net Sent: Thursday, May 14, 2015 12:03 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] FW: [rt-devel] dynamic search of custom field Thanks Matt, I'll check out the auto-complete functionality and see if that floats my boat :), not adverse to other ideas at this time though. My interest in the search field producing input for the sql query is mainly because I'm familiar with it, using it in the past as a php/javascript solution to this issue. I like to feel like I can think outside the box but being semi-literate in perl and new to RT code structures I never would have thought of your solution. -----Original Message----- Hi Mike, On Wed, May 13, 2015 at 12:15 PM, wrote: > I have installed version 4.2.10. > > I imported and updated the older (version 3.8.4) RT database. > > So far all seems to be working fine. > > I have a custom field on my Ticket/Create.html page (Customers) which > is a 'Select one value' Select box, is loaded using a package > (RT::CustomFieldValues::Customers) located in > rt4/local/lib/RT/CustomFieldValues and contains a very large number of > customers. What is very large? ~K, ~10K, ~100K, etc? > > I have added a text box above this select box (named 'Search > Customers') and would like to modify the contents of the select box > each time the "keyup" > event is fired for this text box; and base the query which loads the > select box with a where clause similar to "where customer_name like > '% content>%'. There is an autocomplete CF - "Enter one value with autocompletion". Both for selecting single or multiple values. Perhaps give that a try? > > I just can't find out what I need to do to > > 1) reload the Ticket/Create page on the 'Select Customers' keyup event; > and I would avoid reloading the page. > 2) pass the text box content (value) to the query in > RT::CustomFieldValues::Customers. If you aren't sold by the shear ease of the "Enter one value with autocompletion" CF solution mentioned above and want to stick with a text field and a select box populated via ajaxy events on that text field then I'll make a stab at a suggestion. Keep in mind there are a bunch of ways to tackle this problem and this is just one suggestion. Have two CFs: An authoritative select one value CF, call it "Customer List", that has your data and is mostly/fully hidden from the users. A second select one value CF, call it "Customer", that will get populated via some jQuery ajax calls. This second CF should be void of values. The ajax will put them there when the time comes. Then create a REST-y codepoint (/Helpers/GetCustomers or something similar) to serve the jQuery ajax calls and return the customers from "Customer List". The jQuery can then populate the "Customer" CF according to your desired query. There are some more details that I'm omitting. If you go down this road I could elaborate more. :) -m From mlind at sosml.net Thu May 14 16:11:47 2015 From: mlind at sosml.net (mlind at sosml.net) Date: Thu, 14 May 2015 13:11:47 -0700 Subject: [rt-users] How to change size of custom field? Message-ID: <004901d08e82$346c7480$9d455d80$@net> I have two 'Enter one value with autocompletion' custom fields on my Ticket::Create page. I need to increase the size of the field so the entire value can be seen clearly. This sounds so simple I'm probably missing something under my nose but none of the resources I've found has led me to a solution. Thanks for your assistance, Mike -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at chmrr.net Thu May 14 16:24:59 2015 From: alex at chmrr.net (Alex Vandiver) Date: Thu, 14 May 2015 16:24:59 -0400 Subject: [rt-users] [SOLVED] Re: charset troubles In-Reply-To: <1m4f788.8mu16f1ob8y57M%manu@netbsd.org> References: <1m3pm0g.hr83zm1rrsrwqM%manu@netbsd.org> <1m4f788.8mu16f1ob8y57M%manu@netbsd.org> Message-ID: <20150514162459.1f52ecf5@umgah.localdomain> On Thu, 14 May 2015 16:50:23 +0200 manu at netbsd.org (Emmanuel Dreyfus) wrote: > I fixed it. Replying to myself with the whole story for someone else's > future reference. Good to hear the full debugging story. > The problem was database encoding. RT can use PostgreSQL with encoding > "UTF-8" or the default "SQL_ASCII". That later encoding means PostgreSQL > does not care about encoding and just gives back the bytes it was given > without any check. The former enforces UTF-8 usage and is able to > automatically transcode if the client claims to use another encoding. > > My RT installation had been configured with the PostgreSQL database > using "UTF-8" encoding for a while. At some time I upgraded PostgreSQL > and I reloaded the data from a dump after reinitializing the database. > But since I did not check for it, it got "SQL_ASCII", a setup where the > application must take care of data encoding. So this is the first place where things went awry. How was the database created to reload the database dump, such that it got SQL_ASCII? By hand using 'createdb' from the command line? And is your template0 database marked as 'SQL_ASCII' ? For reference, https://docs.bestpractical.com/backups#Restoring-from-backups1 is the documented technique for loading in a Pg backup. - Alex From aaron at backblaze.com Thu May 14 17:41:43 2015 From: aaron at backblaze.com (Aaron McCormack) Date: Thu, 14 May 2015 14:41:43 -0700 Subject: [rt-users] How to change size of custom field? In-Reply-To: <004901d08e82$346c7480$9d455d80$@net> References: <004901d08e82$346c7480$9d455d80$@net> Message-ID: <7EDB9C10-22A3-41C5-BB86-442A4EED443A@backblaze.com> I've done something similar with CSS, that may work for you too if you find either the ID or the class of what you want to make larger. For example, I made the queue and search area larger in the New Ticket in the right of the top nav bar via: #topactions select {width: 13em;} #topactions input {width: 16em;} You can add your own CSS in the Admin -> Theme page, but I instead added a custom CSS file as described at https://bestpractical.com/docs/rt/4.2/customizing/styling_rt.html Aaron > On May 14, 2015, at 1:11 PM, mlind at sosml.net wrote: > > I have two ?Enter one value with autocompletion? custom fields on my Ticket::Create page. I need to increase the size of the field so the entire value can be seen clearly. > This sounds so simple I?m probably missing something under my nose but none of the resources I?ve found has led me to a solution. > Thanks for your assistance, > Mike > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ststefanov at gmail.com Fri May 15 02:40:14 2015 From: ststefanov at gmail.com (Stefan Stefanov) Date: Fri, 15 May 2015 09:40:14 +0300 Subject: [rt-users] Dependent customfield select first possible value Message-ID: Hello I have 2 dependent Custom fields and I need to force secondary field to always select first possible value based on category by master field selection. Now when I change primary selection dependent custom fields selects "no value" and desired value is shown, but not selected. tried with some callbacks and scrips without success. I can't found only possible values for the field, I just get all values in my program. Ajax method will be perfect, but it's possible to set desired value also after Save button click. Could you help me, please? -- Stefan -------------- next part -------------- An HTML attachment was scrubbed... URL: From andy.law at roslin.ed.ac.uk Fri May 15 05:58:04 2015 From: andy.law at roslin.ed.ac.uk (LAW Andy) Date: Fri, 15 May 2015 09:58:04 +0000 Subject: [rt-users] Search for tickets a user has updated in a given time period Message-ID: <39D3A1B5-097A-4C6E-A0B0-9D9980356871@exseed.ed.ac.uk> I may be missing something really obvious, but I can?t work out how to run a particular query. I want to pull out a list of tickets that have been updated at some point in a given time period - usually the past two weeks but occasionally over a different period - by a specific user. The tickets may or may not be owned by that person and they may or may not be the last person to update that ticket. Basically, I?m looking for all activity in that time period. I can see how to run the search for tickets that are *Last* updated by a particular user but not ones that have "been updated by?. Am I being stupid? Can someone please point me in the right direction. For info, we?re running 4.0.10 and could upgrade if the answer turns out to be "you can do this in the latest version?. Thanks in advance. Later, Andy Law -- The University of Edinburgh is a charitable body, registered in Scotland, with registration number SC005336. From hydn79 at gmail.com Fri May 15 16:52:35 2015 From: hydn79 at gmail.com (hydn) Date: Fri, 15 May 2015 13:52:35 -0700 Subject: [rt-users] Is setting up RT to create tickets via Gmail possible? Message-ID: Hi all, this posts is 3 days in the making and I'm sure its probably a dumb question and hoping there's a easy clear answer someone can guide me to. I have RT setup so that when new tickets are posted it now sends out email alerts to the ticket owner and also to those CC'd via a gmail account. Got that working by using the following in Exim passwd config: gmail-smtp.l.google.com:rt.xxxx at gmail.com:password *.google.com:rt.xxxx at gmail.com:password smtp.gmail.com:rt.xxxx at gmail.com:password ... However, when a reply is posted via email, how can the reply email be retrieved and posted back to RT? Should I use a local email account on the server instead of gmail? Maybe use rt at mydomain.com? What would be the best, fairly simple and reliable solution? I've searched the web for definitive guides on RT email integration, can you point me to a detailed setup for allowing email notifications and replies/comments via email? Thanks much. hydn -------------- next part -------------- An HTML attachment was scrubbed... URL: From lstewart at iweb.com Fri May 15 16:59:34 2015 From: lstewart at iweb.com (Landon Stewart) Date: Fri, 15 May 2015 13:59:34 -0700 Subject: [rt-users] Is setting up RT to create tickets via Gmail possible? In-Reply-To: References: Message-ID: On May 15, 2015, at 1:52 PM, hydn wrote: > ... However, when a reply is posted via email, how can the reply email be retrieved and posted back to RT? The email should be "From" an email address that pipes directly to rt-mailgate. However you do that is up to you but that's generally how it's done. If you want to use an external POP3 account you can use fetchmail or getmail to download the mail and pipe each message to rt-mailgate but all mail to the From address needs to pipe to rt-mailgate somehow so that all replies are fed to RT. Landon Stewart : lstewart at iweb.com Lead Specialist, Abuse and Security Management Sp?cialiste principal, gestion des abus et s?curit? http://iweb.com : +1 (888) 909-4932 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 271 bytes Desc: Message signed with OpenPGP using GPGMail URL: From rshaker at ARDENCOMPANIES.COM Fri May 15 16:59:33 2015 From: rshaker at ARDENCOMPANIES.COM (Bob Shaker) Date: Fri, 15 May 2015 20:59:33 +0000 Subject: [rt-users] Is setting up RT to create tickets via Gmail possible? In-Reply-To: References: Message-ID: You just have to set up fetchmail to pick up replies to the same mailbox. We have ours configured to an office 365 service user. sudo cat /etc/fetchmailrc [sudo] password for rshaker: set daemon 60 set invisible set no bouncemail set no syslog poll outlook.office365.com protocol pop3: username "$EMAIL_GOES_HERE" password "$PUT_THE_PASS_HERE" mda "/opt/rt4/bin/rt-mailgate --queue ' Uncategorized' --action correspond --url http://localhost/" no keep You may need to mess with this a bit to get it to work with Gmail, since I believe it only supports pop3 over SSL. A quick google showed this article, it might help you a bit. http://www.axllent.org/docs/view/gmail-pop3-with-fetchmail/ From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of hydn Sent: Friday, May 15, 2015 4:53 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Is setting up RT to create tickets via Gmail possible? Hi all, this posts is 3 days in the making and I'm sure its probably a dumb question and hoping there's a easy clear answer someone can guide me to. I have RT setup so that when new tickets are posted it now sends out email alerts to the ticket owner and also to those CC'd via a gmail account. Got that working by using the following in Exim passwd config: gmail-smtp.l.google.com:rt.xxxx at gmail.com:password *.google.com:rt.xxxx at gmail.com:password smtp.gmail.com:rt.xxxx at gmail.com:password ... However, when a reply is posted via email, how can the reply email be retrieved and posted back to RT? Should I use a local email account on the server instead of gmail? Maybe use rt at mydomain.com? What would be the best, fairly simple and reliable solution? I've searched the web for definitive guides on RT email integration, can you point me to a detailed setup for allowing email notifications and replies/comments via email? Thanks much. hydn ________________________________ ARDEN A Global Company Celebrating over 50 years of making your life more comfortable! This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message. This OUTBOUND E-mail and Document(s) has been scanned by an Antivirus Server. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Fri May 15 17:06:55 2015 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 15 May 2015 17:06:55 -0400 Subject: [rt-users] Is setting up RT to create tickets via Gmail possible? In-Reply-To: References: Message-ID: <20150515210654.GC3195@bestpractical.com> On Fri, May 15, 2015 at 01:52:35PM -0700, hydn wrote: > Hi all, this posts is 3 days in the making and I'm sure its probably a dumb > question and hoping there's a easy clear answer someone can guide me to. > > I have RT setup so that when new tickets are posted it now sends out email > alerts to the ticket owner and also to those CC'd via a gmail account. > > Got that working by using the following in Exim passwd config: > gmail-smtp.l.google.com:rt.xxxx at gmail.com:password > *.google.com:rt.xxxx at gmail.com:password > smtp.gmail.com:rt.xxxx at gmail.com:password > > ... However, when a reply is posted via email, how can the reply email be > retrieved and posted back to RT? What I did when configuring a flow like this recently was to set up my RT aliases in gmail as mailing lists that forward to addresses at @rt.example.com and then dealt with incoming mail like one usually does in RT. For outgoing mail, I configured the local MTA on the RT server in AWS to treat GMail (GAFYD) as the smarthost. Then I went into the gmail admin panel and configured gmail to not freak out when it saw mail from the RT server as outbound mail. It "just worked" astonishingly well. From jvdwege at xs4all.nl Sat May 16 08:24:36 2015 From: jvdwege at xs4all.nl (Joop) Date: Sat, 16 May 2015 14:24:36 +0200 Subject: [rt-users] Search for tickets a user has updated in a given time period In-Reply-To: <39D3A1B5-097A-4C6E-A0B0-9D9980356871@exseed.ed.ac.uk> References: <39D3A1B5-097A-4C6E-A0B0-9D9980356871@exseed.ed.ac.uk> Message-ID: <55573704.8080700@xs4all.nl> On 15-5-2015 11:58, LAW Andy wrote: > I may be missing something really obvious, but I can?t work out how to run a particular query. > > I want to pull out a list of tickets that have been updated at some point in a given time period - usually the past two weeks but occasionally over a different period - by a specific user. The tickets may or may not be owned by that person and they may or may not be the last person to update that ticket. Basically, I?m looking for all activity in that time period. There is a __CurrentUser__ variable that you can use which depends on who is logged in. > > I can see how to run the search for tickets that are *Last* updated by a particular user but not ones that have "been updated by?. Am I being stupid? > > Can someone please point me in the right direction. > > For info, we?re running 4.0.10 and could upgrade if the answer turns out to be "you can do this in the latest version?. Should work both in 4.0.x as in 4.2.x. Since I'm not a native english speaker I don't fully understand the question. Could you elaborate with an example from the search box or pseudo sql? Regards, Joop From jkikpole at cairodurham.org Sat May 16 11:36:21 2015 From: jkikpole at cairodurham.org (Jaime Kikpole) Date: Sat, 16 May 2015 11:36:21 -0400 Subject: [rt-users] RT's email address showing in one-time CC list Message-ID: I'm in the process of moving RT 4.0.5 from an old server to a new one. In the process, I'm also upgrading it to 4.0.23 (and maybe 4.2.x soon after.) Its mostly going smoothly. However, in the Comment and Reply screens of the web GUI, under "One-time Cc" and "One-time Bcc", it lists RT's address at the new server. The old server was cns.cairodurham.org (CNAME of atlas.cairodurham.org) and the new server is its1.cairodurham.org. Addresses like rt at cns.cairodurham.org and rt at atlas.cairodurham.org aren't showing in the one-time list. Addresses like rt at its1.cairodurham.org and rt-comment at its1.cairodurham.org do show up. In RT_SiteConfig.pm, my RTAddressRegExp is set to: Set($RTAddressRegexp , '^{rt|help|rt-comment}\@{its1\.|cns\.|atlas\.|}cairodurham.org$'); The script generate-rtaddressregexp suggests this: Set($RTAddressRegexp,qr{^(?:rt(?:|-comment)\@its1\.cairodurham\.org)$}i); Any idea what I missed? Thanks in advance for any help you can offer. -- Jaime Kikpole Network Administrator Cairo-Durham Central School District Technical Support: help at cairodurham.org go.cairodurham.org/techtips -- This electronic message and any attachment(s) may contain confidential or legally privileged information protected by law from further disclosure and is intended only for the individual or entity identified above as the addressee. If you are not the addressee (or the employee or agency responsible to deliver it to the addressee), or if this message has been addressed to you in error, you are hereby notified that you may not copy, forward, disclose or use any part of this message or any attachment(s). Please notify the sender immediately by return email or telephone and permanently delete this message and attachment(s) from your system. From hydn79 at gmail.com Sat May 16 16:51:01 2015 From: hydn79 at gmail.com (hydn) Date: Sat, 16 May 2015 13:51:01 -0700 Subject: [rt-users] Is setting up RT to create tickets via Gmail possible? In-Reply-To: <20150515210654.GC3195@bestpractical.com> References: <20150515210654.GC3195@bestpractical.com> Message-ID: I have RT "sending" out email notifications when tickets are posted. What would be the best program for a local inbox for rt at mydomain.com ? Then I can use rt-fetchmail to check every 60 seconds? On Fri, May 15, 2015 at 2:06 PM, Jesse Vincent wrote: > > > > On Fri, May 15, 2015 at 01:52:35PM -0700, hydn wrote: > > Hi all, this posts is 3 days in the making and I'm sure its probably a > dumb > > question and hoping there's a easy clear answer someone can guide me to. > > > > I have RT setup so that when new tickets are posted it now sends out > email > > alerts to the ticket owner and also to those CC'd via a gmail account. > > > > Got that working by using the following in Exim passwd config: > > gmail-smtp.l.google.com:rt.xxxx at gmail.com:password > > *.google.com:rt.xxxx at gmail.com:password > > smtp.gmail.com:rt.xxxx at gmail.com:password > > > > ... However, when a reply is posted via email, how can the reply email be > > retrieved and posted back to RT? > > What I did when configuring a flow like this recently was to set up my RT > aliases in gmail as mailing lists that forward to addresses at @ > rt.example.com and then dealt with incoming mail like one usually does in > RT. > > For outgoing mail, I configured the local MTA on the RT server in AWS to > treat GMail (GAFYD) as the smarthost. Then I went into the gmail admin > panel and configured gmail to not freak out when it saw mail from the RT > server as outbound mail. > > It "just worked" astonishingly well. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron at guise.net.nz Sun May 17 19:55:02 2015 From: aaron at guise.net.nz (Aaron Guise) Date: Sun, 17 May 2015 23:55:02 +0000 Subject: [rt-users] Help with Scrip for child / dependent tickets In-Reply-To: <666A663D6FC1A341A7DC24F236265B418BC3B8E1@JUPITER.qms.n-yorks.sch.uk> References: <666A663D6FC1A341A7DC24F236265B418BC3B8E1@JUPITER.qms.n-yorks.sch.uk> Message-ID: Hi Jon, I had a similar requirement I suppose. I had an original (Parent) ticket and this ticket has two dependent tickets at a certain stage before proceeding down the rest of the workflow. I achieved this requirement by having a scrip running when the dependent tickets are completed to check whether the other dependent is closed and if it is then to progress the parent ticket status. I think effectively it is probably the same general thing you are trying to do. This is the custom action from my scrip. my $CurrentUser = RT::CurrentUser->new( $self->TransactionObj->Creator ); # Put actions in scope of our user my $Ticket = new RT::Ticket($CurrentUser);# New ticket object $Ticket ->load( $self->TicketObj->id ); my $MemberOf = $self->TicketObj->DependedOnBy; # Find the Parent Ticket Identifier. my $Link = $MemberOf->Next; # Get the Link for Parent Object. my $Parent = new RT::Ticket($CurrentUser); # New Parent ticket object $Parent->load( $Link->BaseObj->id ); my $Queue = $Parent->QueueObj; my $children = new RT::Tickets( $CurrentUser ); $children->LimitDependedOnBy ($Parent->id); my $complete = 0; while (my $child = $children->Next){ if ($child->Status eq 'Completed'){ $complete = $complete + 1; } } if ( $complete == 2 ) { # Both tickets are completed so we can progress $Parent->SetStatus('In Progress-Allocate Resources'); $Parent->Comment( 'Content' => 'Design/Consent phase completed'); } -- Regards, Aaron On Sat, May 9, 2015 at 2:03 AM Jon Witts wrote: > Hi there, > > We are wanting to have a scrip run on our queues which will move a ticket > back to the "open" state if all of its child and dependent tickets are > closed (resolved, rejected or deleted). > > I have found Ruslan's scrip which opens a ticket once all of its child > tickets are closed here on the wiki: > http://requesttracker.wikia.com/wiki/OpenTicketOnAllMemberResolve which > works great. However we have tried to edit this to work on depending / > dependent tickets but cannot get it working. Here is the scrip, can anyone > see what we are missing? > > ---------------------------- > > # end if setting this ticket to "resolved, deleted or rejected" > return 1 if ($self->TransactionObj->NewValue !~ > /^(?:resolved|deleted|rejected)$/); > > # current ticket is a dependant of (Depended on by some parents) > my $DependedOnBy = $self->TicketObj->DependedOnBy; > while( my $l = $DependedOnBy->Next ) { > # we can't check non local objects > next unless( $l->TargetURI->IsLocal ); > # if dependant ticket is not in active state then scrip can skip it > next unless( $l->TargetObj->Status =~ > /^(?:new|open|stalled|pending|planning|holiday)$/ ); > > # the dependant ticket has dependencies (current ticket is one of them) > my $ds = $l->TargetObj->DependsOn(); > > my $flag = 0; > while( my $d = $ds->Next ) { > next unless( $d->BaseURI->IsLocal ); > next unless( $d->BaseObj->Status =~ > /^(?:new|open|stalled|pending|planning|holiday)$/ ); > $flag = 1; > last; > } > # shouldn't open dependant if some dependency is active > next if( $flag ); > # All dependent tickets closed - open depending ticket > $l->TargetObj->SetStatus('open'); > } > > return 1; > > ------------------ > > Once we can get this scrip working we would ideally like a single scrip > which will check all tickets on status change to see if it has a parent or > depending ticket; and then if all child or dependent tickets for its parent > are closed, to reopen the parent... > > Any help greatly received! > > Jon > > > ----------------------------------------------------- > > Jon Witts > Director of Digital Strategy > Queen Margaret's School > Escrick Park > York YO19 6EU > > Telephone: 01904 727600 > Fax: 01904 728150 > > Website: www.queenmargarets.com > > > This email has been processed by Smoothwall Anti-Spam - www.smoothwall.net > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From hydn79 at gmail.com Sun May 17 23:13:11 2015 From: hydn79 at gmail.com (hydn) Date: Sun, 17 May 2015 20:13:11 -0700 Subject: [rt-users] Admin -> Users -> Select is VERY slow to load. Message-ID: I've just install RT and added only 6 users. I clicked to view users from root account: Admin -> Users -> Select Once clicking "Select" it take about 25-30 seconds for that page to load. ALL other pages load almost instantly. This is still default setup. Is there something I missed? Why does DB take so long to list 6 users? Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From lcadoret at keyyo.com Mon May 18 06:31:06 2015 From: lcadoret at keyyo.com (=?UTF-8?B?TG/Dr2MgQ2Fkb3JldA==?=) Date: Mon, 18 May 2015 12:31:06 +0200 Subject: [rt-users] Change RT email address In-Reply-To: References: Message-ID: <5559BF6A.3010405@keyyo.com> Hi Richard, What email adress would you like to change ? Is it the one used by a queue when commenting or responding to a ticket or the one used by RT system ? For the first part of my answer, check out in the queue configuration directly in the WebUI, for the second part, check out the RT_SiteConfig.pm file and the Set($SendmailArguments and the Set($FriendlyToLineFormat, lines. Hope it helps, Regards Loic Cadoret IT Technician Keyyo Le 14/05/2015 18:39, ripache at gmail.com a ?crit : > Good day to all: > > I am in the need to change the email address which RT works with. The > email which receives and send the email. Can some one provide > information on how to do so? > > RT 4.0.7 on Debian. > > -- > Richard Pacheco From jkikpole at cairodurham.org Mon May 18 07:04:46 2015 From: jkikpole at cairodurham.org (Jaime Kikpole) Date: Mon, 18 May 2015 07:04:46 -0400 Subject: [rt-users] Change RT email address In-Reply-To: <5559BF6A.3010405@keyyo.com> References: <5559BF6A.3010405@keyyo.com> Message-ID: <5615AA7B-13DB-44EE-8793-69A054FC6AAB@cairodurham.org> There is a regular expression in RT_Config.pm. Look for it, read the directions, and then make any needed adjustments in RT_SiteConfig.pm (not RT_Config.pm.) Make sure that it matches the new email address and the old one. It's important that it handle both, so that you can account for both existing and new tickets. Also, make sure that the old address forwards messages to the new one. Otherwise, when end users reply to an old ticket via email, it won't get processed properly. I've done this twice since I started using RT back in 2001. RT can definitely handle it if you have a decent email server that can handle forwarding, etc. Jaime -- This electronic message and any attachment(s) may contain confidential or legally privileged information protected by law from further disclosure and is intended only for the individual or entity identified above as the addressee. If you are not the addressee (or the employee or agency responsible to deliver it to the addressee), or if this message has been addressed to you in error, you are hereby notified that you may not copy, forward, disclose or use any part of this message or any attachment(s). Please notify the sender immediately by return email or telephone and permanently delete this message and attachment(s) from your system. From lcadoret at keyyo.com Mon May 18 07:15:52 2015 From: lcadoret at keyyo.com (=?windows-1252?Q?Lo=EFc_Cadoret?=) Date: Mon, 18 May 2015 13:15:52 +0200 Subject: [rt-users] Change RT email address In-Reply-To: <5615AA7B-13DB-44EE-8793-69A054FC6AAB@cairodurham.org> References: <5559BF6A.3010405@keyyo.com> <5615AA7B-13DB-44EE-8793-69A054FC6AAB@cairodurham.org> Message-ID: <5559C9E8.80503@keyyo.com> Yes RT_SiteConfig.pm sorry, it was what wanted to say ;) Loic Cadoret IT Technician Keyyo Le 18/05/2015 13:04, Jaime Kikpole a ?crit : > There is a regular expression in RT_Config.pm. Look for it, read the directions, and then make any needed adjustments in RT_SiteConfig.pm (not RT_Config.pm.) Make sure that it matches the new email address and the old one. It's important that it handle both, so that you can account for both existing and new tickets. > > Also, make sure that the old address forwards messages to the new one. Otherwise, when end users reply to an old ticket via email, it won't get processed properly. > > I've done this twice since I started using RT back in 2001. RT can definitely handle it if you have a decent email server that can handle forwarding, etc. > > Jaime From jkikpole at cairodurham.org Mon May 18 11:09:59 2015 From: jkikpole at cairodurham.org (Jaime Kikpole) Date: Mon, 18 May 2015 11:09:59 -0400 Subject: [rt-users] Change RT email address In-Reply-To: <5559C9E8.80503@keyyo.com> References: <5559BF6A.3010405@keyyo.com> <5615AA7B-13DB-44EE-8793-69A054FC6AAB@cairodurham.org> <5559C9E8.80503@keyyo.com> Message-ID: On Mon, May 18, 2015 at 7:15 AM, Lo?c Cadoret wrote: > Yes RT_SiteConfig.pm sorry, it was what wanted to say ;) It IS what you said. Its just that what I wrote refers to both files, so I wanted to be clear about which one to edit (RT_SiteConfig.pm) vs. use as reference (RT_Config.pm). Sorry about any confusion I may have caused. -- Jaime Kikpole Network Administrator Cairo-Durham Central School District Technical Support: help at cairodurham.org go.cairodurham.org/techtips -- This electronic message and any attachment(s) may contain confidential or legally privileged information protected by law from further disclosure and is intended only for the individual or entity identified above as the addressee. If you are not the addressee (or the employee or agency responsible to deliver it to the addressee), or if this message has been addressed to you in error, you are hereby notified that you may not copy, forward, disclose or use any part of this message or any attachment(s). Please notify the sender immediately by return email or telephone and permanently delete this message and attachment(s) from your system. From aaron at heyaaron.com Mon May 18 15:00:55 2015 From: aaron at heyaaron.com (Aaron C. de Bruyn) Date: Mon, 18 May 2015 12:00:55 -0700 Subject: [rt-users] REST 2.0 404 Message-ID: I downloaded the REST 2.0 API from github and installed it as well as adding it to RT_SiteConfig.pl. When I attempt to access the interface at https://example.com/REST/2.0/ticket/33, I initially get a message saying 'Authorization Required'. If I use HTTP Basic Auth to authenticate using an RT account that has full admin privileges, it starts returning 404 not found. It does this for any address /ticket /ticket/33 /queue /queue/1 I have tried accessing them via POST and GET. The REST 1.0 API works fine. Any pointers? -A From lcadoret at keyyo.com Tue May 19 06:04:00 2015 From: lcadoret at keyyo.com (=?windows-1252?Q?Lo=EFc_Cadoret?=) Date: Tue, 19 May 2015 12:04:00 +0200 Subject: [rt-users] Search for tickets a user has updated in a given time period In-Reply-To: <39D3A1B5-097A-4C6E-A0B0-9D9980356871@exseed.ed.ac.uk> References: <39D3A1B5-097A-4C6E-A0B0-9D9980356871@exseed.ed.ac.uk> Message-ID: <555B0A90.5050304@keyyo.com> If I understand correctly what you want to do, search for tickets that have been updated between two dates, you should use the Query Builder (something like LastUpdated > '2015-05-16' AND LastUpdated < '2015-05-18' should match your query). You can play with a large panel of criterias and by using the advanced view, do a lot of things. But be really carefull with your request, according to what you're looking for, you could crash your database due to a too big amount of results. Hope it helps Loic Cadoret IT Technician Keyyo Le 15/05/2015 11:58, LAW Andy a ?crit : > I may be missing something really obvious, but I can?t work out how to run a particular query. > > I want to pull out a list of tickets that have been updated at some point in a given time period - usually the past two weeks but occasionally over a different period - by a specific user. The tickets may or may not be owned by that person and they may or may not be the last person to update that ticket. Basically, I?m looking for all activity in that time period. > > I can see how to run the search for tickets that are *Last* updated by a particular user but not ones that have "been updated by?. Am I being stupid? > > Can someone please point me in the right direction. > > For info, we?re running 4.0.10 and could upgrade if the answer turns out to be "you can do this in the latest version?. > > Thanks in advance. > > > Later, > > Andy Law > > From lcadoret at keyyo.com Tue May 19 07:59:16 2015 From: lcadoret at keyyo.com (=?windows-1252?Q?Lo=EFc_Cadoret?=) Date: Tue, 19 May 2015 13:59:16 +0200 Subject: [rt-users] Change RT email address In-Reply-To: References: <5559BF6A.3010405@keyyo.com> <5615AA7B-13DB-44EE-8793-69A054FC6AAB@cairodurham.org> <5559C9E8.80503@keyyo.com> Message-ID: <555B2594.5020305@keyyo.com> Well by reading again the thread, I realize that i've misunderstood your answer, my appologies for that, english is not my native language, there is no confusion, thanks for the advice, it is helpfull. Regards, Loic Cadoret IT Technician Keyyo Le 18/05/2015 17:09, Jaime Kikpole a ?crit : > On Mon, May 18, 2015 at 7:15 AM, Lo?c Cadoret wrote: >> Yes RT_SiteConfig.pm sorry, it was what wanted to say ;) > It IS what you said. Its just that what I wrote refers to both files, > so I wanted to be clear about which one to edit (RT_SiteConfig.pm) vs. > use as reference (RT_Config.pm). Sorry about any confusion I may have > caused. > > From gsollazz at sgul.ac.uk Tue May 19 11:07:33 2015 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Tue, 19 May 2015 15:07:33 +0000 Subject: [rt-users] Upgraded 4.0.0 with RTFM 2.0 to RT 4.2 - can RTFM be removed? In-Reply-To: <1430899838411.80934@sgul.ac.uk> References: <1430392047150.9303@sgul.ac.uk>,<1430899838411.80934@sgul.ac.uk> Message-ID: <1432048051981.35825@sgul.ac.uk> Ok, I got it working. The "Content" is actually a custom field that needs to be configured. It's reported at https://bestpractical.com/docs/rt/latest/customizing/articles_introduction.html Can I recommend a link to this is added to the distribution's README/UPGRADE files? Thanks, -- 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'. ________________________________ From: rt-users on behalf of Giuseppe Sollazzo Sent: 06 May 2015 09:10 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Upgraded 4.0.0 with RTFM 2.0 to RT 4.2 - can RTFM be removed? Hi all, is there anyone who has had the same issue or has any suggestion? Or should I remove RTFM from 4.0.0 and then repeat the migration? 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'. ________________________________ From: rt-users on behalf of Giuseppe Sollazzo Sent: 30 April 2015 12:07 To: rt-users at lists.bestpractical.com Subject: [rt-users] Upgraded 4.0.0 with RTFM 2.0 to RT 4.2 - can RTFM be removed? Dear list, we have upgrade our 4.0.0 to the latest 4.2, which includes an article functionality and currently testing it (it's a clone of our live system). On our 4.0.0, we had RTFM version 2.0 installed (although we never really used it, nor configured it) and the installation guide says this is not compatible with the auto-upgrade script. I proceeded with the 4.0.0->4.2 upgrade anyway, thinking the RTFM would just be left behind. However, the Articles section doesn't quite work (see screenshot with "content" not being editable, which is a clear symptom of us never having configured RTFM for use), so I suspect RTFM files are affecting the functionality. Is there a quick fix? I don't mind losing the RTFM 2.0 content to be honest. Any help would be greatly appreciated. Kind regards -- Giuseppe Sollazzo Senior System Analyst Member of the Open Data User Group (Cabinet Office) Member of the Technical Standards Board (Cabinet Office)? Member of the Health and Social Care Transparency Panel (Department of Health) Computing Services Information Services St George's, University of London Cranmer Terrace London SW17 0RE gsollazz at sgul.ac.uk +44 20 8725 5160 @sgulit St George's, University of London is proud to be a Stonewall Diversity Champion: 'people perform better when they can be themselves'. [http://www.sgul.ac.uk/images/misc/diversity_logo_with_text.jpg] -------------- next part -------------- An HTML attachment was scrubbed... URL: From frny at prevas.se Wed May 20 10:51:30 2015 From: frny at prevas.se (FrNy) Date: Wed, 20 May 2015 07:51:30 -0700 (MST) Subject: [rt-users] rt-crontool not sending mail, no errors In-Reply-To: <1432132230515-60081.post@n7.nabble.com> References: <1432132230515-60081.post@n7.nabble.com> Message-ID: <1432133490727-60082.post@n7.nabble.com> -- View this message in context: http://requesttracker.8502.n7.nabble.com/rt-crontool-not-sending-mail-no-errors-tp60081p60082.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From murillo at ifi.unicamp.br Wed May 20 15:26:02 2015 From: murillo at ifi.unicamp.br (=?UTF-8?B?TXVyaWxsbyBBemFtYnVqYSBHb27Dp2FsdmVz?=) Date: Wed, 20 May 2015 16:26:02 -0300 Subject: [rt-users] Disable autocreate watchers Message-ID: <555CDFCA.2070808@ifi.unicamp.br> I'd like to disable the auto-creation of users when added as watchers. Is this possible? Thanks, Murillo Azambuja Gon?alves -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Wed May 20 18:13:50 2015 From: ktm at rice.edu (ktm at rice.edu) Date: Wed, 20 May 2015 17:13:50 -0500 Subject: [rt-users] Slow ticket search screen draw with RT 4.2.10 and PostgreSQL-9.4 Message-ID: <20150520221350.GF31129@aart.rice.edu> Hi RT community, I am testing the performance. When I pull up Search->Tickets->New Search as the RT superuser, it takes 6 seconds, which while not exactly speedy, is tolerable. Unfortunately, for normal users the time is 32s. I have attached the EXPLAIN ANALYZE results and the plan looks reasonable. It wouldn't be too bad if the hit was taken just once, but everytime the page is loaded it takes 32s. Does anyone have any ideas about how to improve the performance? We are running RT-4.2.10 with a PostgreSQL-9.4 backend. Regards, Ken -------------- next part -------------- QUERY PLAN ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ Unique (cost=332.77..332.87 rows=1 width=879) (actual time=32072.684..32134.271 rows=290 loops=1) -> Sort (cost=332.77..332.78 rows=1 width=879) (actual time=32072.680..32076.145 rows=48176 loops=1) Sort Key: main.name, main.id, main.password, main.comments, main.signature, main.emailaddress, main.freeformcontactinfo, main.organization, main.realname, main.nickname, main.lang, main.emailencoding, main.webencoding, main.externalcontactinfoid, main.contactinfosystem, main.externalauthid, main.authsystem, main.gecos, main.homephone, main.workphone, main.mobilephone, main.pagerphone, main.address1, main.address2, main.city, main.state, main.zip, main.country, main.timezone, main.pgpkey, main.creator, main.created, main.lastupdatedby, main.lastupdated, main.authtoken, main.smimecertificate Sort Method: quicksort Memory: 25252kB -> Nested Loop (cost=1.99..332.76 rows=1 width=879) (actual time=0.286..30180.225 rows=48176 loops=1) -> Nested Loop (cost=1.71..322.76 rows=2 width=883) (actual time=0.054..561.465 rows=496080 loops=1) -> Nested Loop (cost=1.28..316.88 rows=1 width=887) (actual time=0.046..3.581 rows=310 loops=1) -> Nested Loop (cost=0.86..310.49 rows=12 width=8) (actual time=0.041..2.022 rows=310 loops=1) -> Index Only Scan using disgroumem on cachedgroupmembers cachedgroupmembers_2 (cost=0.43..43.53 rows=359 width=4) (actual time=0.024..0.331 rows=312 loops=1) Index Cond: ((groupid = 4) AND (disabled = 0::smallint)) Heap Fetches: 312 -> Index Scan using principals_pkey on principals principals_1 (cost=0.43..0.69 rows=1 width=4) (actual time=0.004..0.005 rows=1 loops=312) Index Cond: (id = cachedgroupmembers_2.memberid) Filter: ((id <> 1) AND (disabled = 0::smallint) AND ((principaltype)::text = 'User'::text)) Rows Removed by Filter: 0 -> Index Scan using users_pkey on users main (cost=0.42..0.48 rows=1 width=879) (actual time=0.003..0.004 rows=1 loops=310) Index Cond: (id = principals_1.id) -> Index Scan using cachedgroupmembers1 on cachedgroupmembers cachedgroupmembers_4 (cost=0.43..3.48 rows=48 width=8) (actual time=0.007..1.412 rows=1600 loops=310) Index Cond: (memberid = principals_1.id) Filter: (disabled = 0::smallint) Rows Removed by Filter: 0 -> Index Only Scan using acl1 on acl acl_3 (cost=0.29..4.85 rows=3 width=4) (actual time=0.059..0.059 rows=0 loops=496080) Index Cond: ((rightname = 'OwnTicket'::text) AND (principaltype = 'Group'::text) AND (principalid = cachedgroupmembers_4.groupid)) Filter: (((objecttype)::text = 'RT::Queue'::text) OR (((objecttype)::text = 'RT::System'::text) AND (objectid = 1))) Heap Fetches: 48176 Planning time: 2.256 ms Execution time: 32135.475 ms (27 rows) From lstewart at iweb.com Wed May 20 18:38:11 2015 From: lstewart at iweb.com (Landon Stewart) Date: Wed, 20 May 2015 15:38:11 -0700 Subject: [rt-users] Slow ticket search screen draw with RT 4.2.10 and PostgreSQL-9.4 In-Reply-To: <20150520221350.GF31129@aart.rice.edu> References: <20150520221350.GF31129@aart.rice.edu> Message-ID: Do you have a ton of users or some other CF with a lot of possible values that are only available (list in drop-down or an autocomplete field) to the RT super user? > On May 20, 2015, at 3:13 PM, "ktm at rice.edu" wrote: > > Hi RT community, > > I am testing the performance. When I pull up > > Search->Tickets->New Search > > as the RT superuser, it takes 6 seconds, which while not > exactly speedy, is tolerable. Unfortunately, for normal > users the time is 32s. I have attached the EXPLAIN ANALYZE > results and the plan looks reasonable. It wouldn't be too > bad if the hit was taken just once, but everytime the page > is loaded it takes 32s. Does anyone have any ideas about > how to improve the performance? We are running RT-4.2.10 > with a PostgreSQL-9.4 backend. > > Regards, > Ken > From b.maciejewski at agriplus.pl Thu May 21 07:12:43 2015 From: b.maciejewski at agriplus.pl (Bartosz Maciejewski) Date: Thu, 21 May 2015 13:12:43 +0200 Subject: [rt-users] Problem with RT::Extension::RepeatTicket after upgrade. Message-ID: <555DBDAB.7060102@agriplus.pl> Hi list, I upgraded RT from 4.0.10 to 4.2.11 . Update went smooth but tickets suposed to be recuring , didn't show up. When starting plugin from hand I get this info only, no errors or warnings. What may be a problem, and how to fix this? [577] [Thu May 21 11:06:58 2015] [info]: Repeating ticket 27248 (/usr/local/plugins/RT-Extension-RepeatTicket/bin/rt-repeat-ticket:41) [577] [Thu May 21 11:06:58 2015] [notice]: Passed a unix time less than 0, forcing to 0: [-1] (/usr/lib/RT/Date.pm:563) [577] [Thu May 21 11:06:58 2015] [info]: Repeating ticket 52327 (/usr/local/plugins/RT-Extension-RepeatTicket/bin/rt-repeat-ticket:41) [577] [Thu May 21 11:06:58 2015] [notice]: Passed a unix time less than 0, forcing to 0: [-1] (/usr/lib/RT/Date.pm:563) [577] [Thu May 21 11:06:58 2015] [info]: Repeating ticket 52320 (/usr/local/plugins/RT-Extension-RepeatTicket/bin/rt-repeat-ticket:41) [577] [Thu May 21 11:06:58 2015] [notice]: Passed a unix time less than 0, forcing to 0: [-1] (/usr/lib/RT/Date.pm:563) [577] [Thu May 21 11:06:58 2015] [info]: Repeating ticket 27388 (/usr/local/plugins/RT-Extension-RepeatTicket/bin/rt-repeat-ticket:41) [577] [Thu May 21 11:06:58 2015] [notice]: Passed a unix time less than 0, forcing to 0: [-1] (/usr/lib/RT/Date.pm:563) [577] [Thu May 21 11:06:58 2015] [info]: Repeating ticket 52328 (/usr/local/plugins/RT-Extension-RepeatTicket/bin/rt-repeat-ticket:41) [577] [Thu May 21 11:06:58 2015] [notice]: Passed a unix time less than 0, forcing to 0: [-1] (/usr/lib/RT/Date.pm:563) [577] [Thu May 21 11:06:58 2015] [info]: Repeating ticket 52332 (/usr/local/plugins/RT-Extension-RepeatTicket/bin/rt-repeat-ticket:41) [577] [Thu May 21 11:06:58 2015] [info]: Repeating ticket 27250 (/usr/local/plugins/RT-Extension-RepeatTicket/bin/rt-repeat-ticket:41) [577] [Thu May 21 11:06:58 2015] [notice]: Passed a unix time less than 0, forcing to 0: [-1] (/usr/lib/RT/Date.pm:563) [577] [Thu May 21 11:06:58 2015] [info]: Repeating ticket 52334 (/usr/local/plugins/RT-Extension-RepeatTicket/bin/rt-repeat-ticket:41) [577] [Thu May 21 11:06:58 2015] [info]: Repeating ticket 52319 (/usr/local/plugins/RT-Extension-RepeatTicket/bin/rt-repeat-ticket:41) [577] [Thu May 21 11:06:58 2015] [info]: Repeating ticket 52317 (/usr/local/plugins/RT-Extension-RepeatTicket/bin/rt-repeat-ticket:41) [577] [Thu May 21 11:06:58 2015] [info]: Repeating ticket 52321 (/usr/local/plugins/RT-Extension-RepeatTicket/bin/rt-repeat-ticket:41) [577] [Thu May 21 11:06:58 2015] [notice]: Passed a unix time less than 0, forcing to 0: [-1] (/usr/lib/RT/Date.pm:563) [577] [Thu May 21 11:06:58 2015] [info]: Repeating ticket 52323 (/usr/local/plugins/RT-Extension-RepeatTicket/bin/rt-repeat-ticket:41) [577] [Thu May 21 11:06:58 2015] [info]: Repeating ticket 52324 (/usr/local/plugins/RT-Extension-RepeatTicket/bin/rt-repeat-ticket:41) [577] [Thu May 21 11:06:58 2015] [notice]: Passed a unix time less than 0, forcing to 0: [-1] (/usr/lib/RT/Date.pm:563) [577] [Thu May 21 11:06:58 2015] [info]: Repeating ticket 52329 (/usr/local/plugins/RT-Extension-RepeatTicket/bin/rt-repeat-ticket:41) [577] [Thu May 21 11:06:58 2015] [notice]: Passed a unix time less than 0, forcing to 0: [-1] (/usr/lib/RT/Date.pm:563) [577] [Thu May 21 11:06:58 2015] [info]: Repeating ticket 47654 (/usr/local/plugins/RT-Extension-RepeatTicket/bin/rt-repeat-ticket:41) [577] [Thu May 21 11:06:58 2015] [info]: Repeating ticket 52326 (/usr/local/plugins/RT-Extension-RepeatTicket/bin/rt-repeat-ticket:41) [577] [Thu May 21 11:06:58 2015] [notice]: Passed a unix time less than 0, forcing to 0: [-1] (/usr/lib/RT/Date.pm:563) From todd at bestpractical.com Thu May 21 09:14:32 2015 From: todd at bestpractical.com (Todd Wade) Date: Thu, 21 May 2015 09:14:32 -0400 Subject: [rt-users] Admin -> Users -> Select is VERY slow to load. In-Reply-To: References: Message-ID: <555DDA38.70808@bestpractical.com> On 5/17/15 11:13 PM, hydn wrote: > I've just install RT and added only 6 users. I clicked to view users > from root account: > > Admin -> Users -> Select > > Once clicking "Select" it take about 25-30 seconds for that page to > load. ALL other pages load almost instantly. This is still default > setup. Is there something I missed? Why does DB take so long to list 6 > users? Its unsual, I don't have that issue on installs with lots and lots of users. What database is this for? You're running 4.2.11 ? Nothing of note in the logs? The first step is to grab the SQL query. To log it in RT use `Set( $StatementLog, 'info' );` in RT_SiteConfig.pm, or use your database's slow logging mechanism. Regards, From todd at bestpractical.com Thu May 21 09:16:52 2015 From: todd at bestpractical.com (Todd Wade) Date: Thu, 21 May 2015 09:16:52 -0400 Subject: [rt-users] Disable autocreate watchers In-Reply-To: <555CDFCA.2070808@ifi.unicamp.br> References: <555CDFCA.2070808@ifi.unicamp.br> Message-ID: <555DDAC4.3060903@bestpractical.com> On 5/20/15 3:26 PM, Murillo Azambuja Gon?alves wrote: > I'd like to disable the auto-creation of users when added as watchers. > Is this possible? Unfortunately no. Watchers are group members of the given group type on the ticket and require a user record to be a member of that watcher type. From todd at bestpractical.com Thu May 21 09:30:57 2015 From: todd at bestpractical.com (Todd Wade) Date: Thu, 21 May 2015 09:30:57 -0400 Subject: [rt-users] Upgraded 4.0.0 with RTFM 2.0 to RT 4.2 - can RTFM be removed? In-Reply-To: <1432048051981.35825@sgul.ac.uk> References: <1430392047150.9303@sgul.ac.uk>, <1430899838411.80934@sgul.ac.uk> <1432048051981.35825@sgul.ac.uk> Message-ID: <555DDE11.3060506@bestpractical.com> On 5/19/15 11:07 AM, Giuseppe Sollazzo wrote: > Ok, I got it working. The "Content" is actually a custom field that > needs to be configured. > > It's reported at > https://bestpractical.com/docs/rt/latest/customizing/articles_introduction.html > > > Can I recommend a link to this is added to the distribution's > README/UPGRADE files? Hi, thanks for the suggestion. Can you be more specific as to where you'd like to see the link? Perhaps a diff? I didn't reply to your initial question because I was a bit confused as to how you got in to the situation you did. You said you were upgrading from 4.0 with RTFM, but starting with 4.0, articles were built in - you wouldn't install RTFM on a 4.0 system: https://www.bestpractical.com/rtfm/ > RTFM has now reached end-of-life. However, as of RT 4.0.0, RTFM's > functionality was integrated into RT itself as Articles. docs/UPGRADING-4.0 has the details for upgrading from RTFM to articles, but that wouldn't have normally applied to you because RTFM isn't compatible with 4.0+ From gsollazz at sgul.ac.uk Thu May 21 09:42:29 2015 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Thu, 21 May 2015 13:42:29 +0000 Subject: [rt-users] Upgraded 4.0.0 with RTFM 2.0 to RT 4.2 - can RTFM be removed? In-Reply-To: <555DDE11.3060506@bestpractical.com> References: <1430392047150.9303@sgul.ac.uk>, <1430899838411.80934@sgul.ac.uk> <1432048051981.35825@sgul.ac.uk>, <555DDE11.3060506@bestpractical.com> Message-ID: <1432215749732.33515@sgul.ac.uk> Hi Todd, thanks for the reply: >> Can I recommend a link to this is added to the distribution's >> README/UPGRADE files? > Hi, thanks for the suggestion. Can you be more specific as to where > you'd like to see the link? Perhaps a diff? Ah, no I mean: as Articles are a built-in functionality, but this doesn't work "out of the box" - as in: unless custom fields are properly configured - it would be good to have in the README a section for Articles, simply stating "to configure the Articles functionality please follow the instructions at http://bestpractical.com/rt/docs/latest/customizing/articles_introduction.html". As Articles require a somewhat different list of configuration tasks than other features, I think having this in the README would prevent headaches. Looking at the forums, it seems not to be a rare occurrence. >I didn't reply to your initial question because I was a bit confused as >to how you got in to the situation you did. You said you were upgrading >from 4.0 with RTFM, but starting with 4.0, articles were built in - you >wouldn't install RTFM on a 4.0 system: Yes, I'm sorry about that indeed! I got really confused about what the lack of an "editable content field" meant. Looking on the forums, it was suggested that this depended by a number of missed configurations in RTFM and I suspected our move from 3.8 to 4 had "carried over" databases. I know it doesn't make any sense - I've now found our RT system history and realised what was going on. > docs/UPGRADING-4.0 has the details for upgrading from RTFM to articles, > but that wouldn't have normally applied to you because RTFM isn't > compatible with 4.0+ Correct - and this is actually quite good. Going back to my first point, though, this makes it evident that the distribution contains info about how to move from RTFM to Articles, but no pointers on how to setup Articles in the first place. If this could be amended, it would be great, and as I say just a link in the README would suffice. 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?. ________________________________________ From: rt-users on behalf of Todd Wade Sent: 21 May 2015 14:30 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Upgraded 4.0.0 with RTFM 2.0 to RT 4.2 - can RTFM be removed? On 5/19/15 11:07 AM, Giuseppe Sollazzo wrote: > Ok, I got it working. The "Content" is actually a custom field that > needs to be configured. > > It's reported at > https://bestpractical.com/docs/rt/latest/customizing/articles_introduction.html > > > Can I recommend a link to this is added to the distribution's > README/UPGRADE files? Hi, thanks for the suggestion. Can you be more specific as to where you'd like to see the link? Perhaps a diff? I didn't reply to your initial question because I was a bit confused as to how you got in to the situation you did. You said you were upgrading from 4.0 with RTFM, but starting with 4.0, articles were built in - you wouldn't install RTFM on a 4.0 system: https://www.bestpractical.com/rtfm/ > RTFM has now reached end-of-life. However, as of RT 4.0.0, RTFM's > functionality was integrated into RT itself as Articles. docs/UPGRADING-4.0 has the details for upgrading from RTFM to articles, but that wouldn't have normally applied to you because RTFM isn't compatible with 4.0+ From Armen.Tashjian at sce.com Thu May 21 18:35:41 2015 From: Armen.Tashjian at sce.com (Armen Tashjian) Date: Thu, 21 May 2015 22:35:41 +0000 Subject: [rt-users] Issue with CF "SeeCustomField" Right - Doesn't work?? Message-ID: I would like to have custom fields that are read only. I figured that the "SeeCustomField" right would allow for a user to see a custom field without being able to modify it, however the right appears to do nothing. If I have a Queue called General with users having the "SeeCustomField" right, but not the "ModifyCustomField" right, the custom fields disappear! The only way I can get these custom fields visible is to grant the "ModifyCustomField." What is the purpose of "SeeCustomField" if "ModifyCustomField" controls both viewing AND modifying a CF? I have also experimented with modifying the CF rights to grant/revoke the "SeeCustomField" and "ModifyCustomField" rights. The outcome is the same. I am using RT 4.2.9 -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron at heyaaron.com Thu May 21 21:38:26 2015 From: aaron at heyaaron.com (Aaron C. de Bruyn) Date: Thu, 21 May 2015 18:38:26 -0700 Subject: [rt-users] REST 2.0 404 In-Reply-To: References: Message-ID: Anyone? I'm trying to use the REST API for: * Move tickets from an older system into RT * Pull out statistics for Dashing * Post notifications to Slack * Create projects in Toggl for technicians to enter time against Is anyone using it? I can't tell from the documentation here: https://github.com/bestpractical/rt-extension-rest2 if it's production ready or not. If it's not, does anyone have suggestions for importing ~20,000 tickets into the system along with ~250,000 'comments'? Thanks, -A On Mon, May 18, 2015 at 12:00 PM, Aaron C. de Bruyn wrote: > I downloaded the REST 2.0 API from github and installed it as well as > adding it to RT_SiteConfig.pl. > > When I attempt to access the interface at > https://example.com/REST/2.0/ticket/33, I initially get a message > saying 'Authorization Required'. > > If I use HTTP Basic Auth to authenticate using an RT account that has > full admin privileges, it starts returning 404 not found. > > It does this for any address > /ticket > /ticket/33 > /queue > /queue/1 > > I have tried accessing them via POST and GET. > > The REST 1.0 API works fine. > > Any pointers? > > -A From jwitts at queenmargarets.com Fri May 22 05:35:41 2015 From: jwitts at queenmargarets.com (Jon Witts) Date: Fri, 22 May 2015 09:35:41 +0000 Subject: [rt-users] Help with Scrip for child / dependent tickets In-Reply-To: References: <666A663D6FC1A341A7DC24F236265B418BC3B8E1@JUPITER.qms.n-yorks.sch.uk> Message-ID: <666A663D6FC1A341A7DC24F236265B418BC7DB0E@JUPITER.qms.n-yorks.sch.uk> Hi Aaron, Thanks for sharing your scrip. I think your scrip is similar but not quite what I was wanting to do. Yours seems hardcoded to only check for two child tickets. I would like my scrip to loop through all child tickets and change the status of the parent if all child tickets are resolved? Does anyone have any pointers? I can?t see where this is falling down. Thanks, Jon ----------------------------------------------------- Jon Witts Director of Digital Strategy Queen Margaret's School Escrick Park York YO19 6EU Telephone: 01904 727600 Fax: 01904 728150 Website: www.queenmargarets.com From: Aaron Guise [mailto:aaron at guise.net.nz] Sent: 18 May 2015 00:55 To: Jon Witts; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Help with Scrip for child / dependent tickets Hi Jon, I had a similar requirement I suppose. I had an original (Parent) ticket and this ticket has two dependent tickets at a certain stage before proceeding down the rest of the workflow. I achieved this requirement by having a scrip running when the dependent tickets are completed to check whether the other dependent is closed and if it is then to progress the parent ticket status. I think effectively it is probably the same general thing you are trying to do. This is the custom action from my scrip. my $CurrentUser = RT::CurrentUser->new( $self->TransactionObj->Creator ); # Put actions in scope of our user my $Ticket = new RT::Ticket($CurrentUser);# New ticket object $Ticket ->load( $self->TicketObj->id ); my $MemberOf = $self->TicketObj->DependedOnBy; # Find the Parent Ticket Identifier. my $Link = $MemberOf->Next; # Get the Link for Parent Object. my $Parent = new RT::Ticket($CurrentUser); # New Parent ticket object $Parent->load( $Link->BaseObj->id ); my $Queue = $Parent->QueueObj; my $children = new RT::Tickets( $CurrentUser ); $children->LimitDependedOnBy ($Parent->id); my $complete = 0; while (my $child = $children->Next){ if ($child->Status eq 'Completed'){ $complete = $complete + 1; } } if ( $complete == 2 ) { # Both tickets are completed so we can progress $Parent->SetStatus('In Progress-Allocate Resources'); $Parent->Comment( 'Content' => 'Design/Consent phase completed'); } -- Regards, Aaron On Sat, May 9, 2015 at 2:03 AM Jon Witts > wrote: Hi there, We are wanting to have a scrip run on our queues which will move a ticket back to the "open" state if all of its child and dependent tickets are closed (resolved, rejected or deleted). I have found Ruslan's scrip which opens a ticket once all of its child tickets are closed here on the wiki: http://requesttracker.wikia.com/wiki/OpenTicketOnAllMemberResolve which works great. However we have tried to edit this to work on depending / dependent tickets but cannot get it working. Here is the scrip, can anyone see what we are missing? ---------------------------- # end if setting this ticket to "resolved, deleted or rejected" return 1 if ($self->TransactionObj->NewValue !~ /^(?:resolved|deleted|rejected)$/); # current ticket is a dependant of (Depended on by some parents) my $DependedOnBy = $self->TicketObj->DependedOnBy; while( my $l = $DependedOnBy->Next ) { # we can't check non local objects next unless( $l->TargetURI->IsLocal ); # if dependant ticket is not in active state then scrip can skip it next unless( $l->TargetObj->Status =~ /^(?:new|open|stalled|pending|planning|holiday)$/ ); # the dependant ticket has dependencies (current ticket is one of them) my $ds = $l->TargetObj->DependsOn(); my $flag = 0; while( my $d = $ds->Next ) { next unless( $d->BaseURI->IsLocal ); next unless( $d->BaseObj->Status =~ /^(?:new|open|stalled|pending|planning|holiday)$/ ); $flag = 1; last; } # shouldn't open dependant if some dependency is active next if( $flag ); # All dependent tickets closed - open depending ticket $l->TargetObj->SetStatus('open'); } return 1; ------------------ Once we can get this scrip working we would ideally like a single scrip which will check all tickets on status change to see if it has a parent or depending ticket; and then if all child or dependent tickets for its parent are closed, to reopen the parent... Any help greatly received! Jon ----------------------------------------------------- Jon Witts Director of Digital Strategy Queen Margaret's School Escrick Park York YO19 6EU Telephone: 01904 727600 Fax: 01904 728150 Website: www.queenmargarets.com This email has been processed by Smoothwall Anti-Spam - www.smoothwall.net -------------- next part -------------- An HTML attachment was scrubbed... URL: From Fredrik.Nystrom at prevas.se Fri May 22 07:03:22 2015 From: Fredrik.Nystrom at prevas.se (=?iso-8859-1?Q?Fredrik_Nystr=F6m?=) Date: Fri, 22 May 2015 11:03:22 +0000 Subject: [rt-users] rt-crontool not sending mail, no errors Message-ID: <5B12C2CD37E8E74EAEF2FB05EC1DA0CEEB50941F@VMPREVAS2.prevas.se> Hi, I'm trying to use rt-crontool, to send out reminders when a ticket expires due date. The command and output is like this, but no mail is sent: [root@ ~]# /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL \ > --search-arg 'Queue = "The Queue" and (Status = "open" or Status = "new")' \ > --condition RT::Condition::BeforeDue \ > --condition-arg 0d2h3m1s \ > --action RT::Action::NotifyGroup \ > --action-arg 'mail at domain.se' \ > --transaction first \ > --template 'Reminder due soon' \ > --verbose \ > --log debug [3011] [Wed May 20 06:53:26 2015] [debug]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check whether each address belongs to RT or not. It is especially important to set this option if RT recieves emails on addresses that are not in the database or config. (/opt/rt4/bin/../lib/RT/Config.pm:505) 18079: Using transaction #111037... 18331: Using transaction #113770... Does anyone know, what could be the problem here? And, yes, mailing works, when you for exapmle resolve a ticket from the web interface. BR Fredrik -------------- next part -------------- An HTML attachment was scrubbed... URL: From cloos at netcologne.de Fri May 22 07:32:49 2015 From: cloos at netcologne.de (Christian Loos) Date: Fri, 22 May 2015 13:32:49 +0200 Subject: [rt-users] Help with Scrip for child / dependent tickets In-Reply-To: <666A663D6FC1A341A7DC24F236265B418BC7DB0E@JUPITER.qms.n-yorks.sch.uk> References: <666A663D6FC1A341A7DC24F236265B418BC3B8E1@JUPITER.qms.n-yorks.sch.uk> <666A663D6FC1A341A7DC24F236265B418BC7DB0E@JUPITER.qms.n-yorks.sch.uk> Message-ID: <555F13E1.1020401@netcologne.de> Hi, this is what we use: my $deps = $self->TicketObj->DependedOnBy; while( my $link = $deps->Next ) { next unless $link->BaseURI->IsLocal; my $dep = $link->BaseObj; next if $dep->QueueObj->IsInactiveStatus($dep->Status); $dep->SetStatus('open') unless $dep->HasUnresolvedDependencies; } Chris Am 22.05.2015 um 11:35 schrieb Jon Witts: > Hi Aaron, > > > > Thanks for sharing your scrip. I think your scrip is similar but not > quite what I was wanting to do. Yours seems hardcoded to only check for > two child tickets. I would like my scrip to loop through all child > tickets and change the status of the parent if all child tickets are > resolved? > > > > Does anyone have any pointers? I can?t see where this is falling down. > > > > Thanks, > Jon > From allen.joslin at gmail.com Fri May 22 09:17:47 2015 From: allen.joslin at gmail.com (Al Joslin) Date: Fri, 22 May 2015 09:17:47 -0400 Subject: [rt-users] Need help searching tickets by requestor custom field Message-ID: <5C2682E6-6290-4619-A4DE-FFAE1302A4EF@gmail.com> Hello, I?ve defined a custom field on Users I now need to search for Tickets requested by the Users with certain values within that custom field I?d like to know the way to do this with TicketSQL because I?m going to be writing it into a portlet thanks al; From jwitts at queenmargarets.com Fri May 22 10:03:40 2015 From: jwitts at queenmargarets.com (Jon Witts) Date: Fri, 22 May 2015 14:03:40 +0000 Subject: [rt-users] Help with Scrip for child / dependent tickets In-Reply-To: <555F2324.4000501@netcologne.de> References: <666A663D6FC1A341A7DC24F236265B418BC3B8E1@JUPITER.qms.n-yorks.sch.uk> <666A663D6FC1A341A7DC24F236265B418BC7DB0E@JUPITER.qms.n-yorks.sch.uk> <555F13E1.1020401@netcologne.de> <666A663D6FC1A341A7DC24F236265B418BC7E162@JUPITER.qms.n-yorks.sch.uk> <555F2324.4000501@netcologne.de> Message-ID: <666A663D6FC1A341A7DC24F236265B418BC7E46C@JUPITER.qms.n-yorks.sch.uk> Hi Chris, Thanks for the pointer; I will update the scrip accordingly. Thanks, Jon ----------------------------------------------------- Jon Witts Director of Digital Strategy Queen Margaret's School Escrick Park York YO19 6EU Telephone: 01904 727600 Fax: 01904 728150 Website: www.queenmargarets.com -----Original Message----- From: Christian Loos [mailto:cloos at netcologne.de] Sent: 22 May 2015 13:38 To: Jon Witts Subject: Re: Help with Scrip for child / dependent tickets Hi, > next unless( $l->BaseObj->Status =~ > /^(?:new|open|stalled|pending|planning|holiday)$/ ); Actually this line uses a hard coded list of statuses. Once you change the lifecycle for a queue, this maybe won't work any more. So it is better to use the IsInactiveStatus or IsActiveStatus methods on a queue object, which respects lifecycle changes. Chris From romanmassey at gmail.com Fri May 22 14:03:14 2015 From: romanmassey at gmail.com (Roman Massey) Date: Fri, 22 May 2015 11:03:14 -0700 Subject: [rt-users] Portlet list of tickets per custom field value (similar to quicksearch portlet) Message-ID: Hi, I am looking for a way to list amounts of tickets per a custom field value; similar to how the quicksearch portlet shows queues and how many tickets are in them. E.G. I have a custom field for tickets called ?Client? so I can record which client the ticket is for. I need a list for the dashboard to show something like: open stalled Client 1 3 6 Client 2 1 0 Client 3 4 9 I have tried using a chart however a crucial feature I need is to be able to click on the client and be sent to a search page with all their tickets, and I don?t know if charts can be made with links like that. I looked at the wiki page on writing portlets and also the mason template for the quicksearch portlet but it is over my head. I have a tiny bit of perl experience but I?m wondering if someone has written a similar script or could point me in the right direction. Thanks! --? Roman Massey -------------- next part -------------- An HTML attachment was scrubbed... URL: From darin at darins.net Sat May 23 08:10:15 2015 From: darin at darins.net (Darin Perusich) Date: Sat, 23 May 2015 08:10:15 -0400 Subject: [rt-users] "Projects" grouping Message-ID: Hello All, I'd like to be able to classify a group a tickets, mark them as a "project", and have that project be accessible under a Projects menu available along the top of the RT interface which I can then select and display only those tickets. For those that have used Jira I'm basically looking to mimic, to an extent, how Projects are treated/displayed in their ServiceDesk offering. I realize I "could" create additional queues to facilitate this behaviour, however I do not want the overhead associated with creating new queues, and want these tickets to live under an existing queue. I didn't see any existing extensions which provide this functionality and am curious to know if anyone has wanted this behaviour and how they've addressed it. Also, if this is something Best Practical has implemented or has thoughts on I'd be interested in engaging them for some custom development. Thanks! -- Later, Darin From jvdwege at xs4all.nl Sat May 23 09:34:55 2015 From: jvdwege at xs4all.nl (Joop) Date: Sat, 23 May 2015 15:34:55 +0200 Subject: [rt-users] "Projects" grouping In-Reply-To: References: Message-ID: <556081FF.5060604@xs4all.nl> On 23-5-2015 14:10, Darin Perusich wrote: > Hello All, > > I'd like to be able to classify a group a tickets, mark them as a > "project", and have that project be accessible under a Projects menu > available along the top of the RT interface which I can then select > and display only those tickets. For those that have used Jira I'm > basically looking to mimic, to an extent, how Projects are > treated/displayed in their ServiceDesk offering. I realize I "could" > create additional queues to facilitate this behaviour, however I do > not want the overhead associated with creating new queues, and want > these tickets to live under an existing queue. > > I didn't see any existing extensions which provide this functionality > and am curious to know if anyone has wanted this behaviour and how > they've addressed it. Also, if this is something Best Practical has > implemented or has thoughts on I'd be interested in engaging them for > some custom development. > > Maybe the bookmark functionality can be used for this? It allows for any ticket to be marked and displayed by the bookmark portlet. Let us know if you manage to come up with something usable, its a nice idea. Regards, Joop From m_orallo at yahoo.es Sat May 23 10:58:09 2015 From: m_orallo at yahoo.es (Marcos Orallo) Date: Sat, 23 May 2015 16:58:09 +0200 Subject: [rt-users] rt-crontool not sending mail, no errors In-Reply-To: <5B12C2CD37E8E74EAEF2FB05EC1DA0CEEB50941F@VMPREVAS2.prevas.se> References: <5B12C2CD37E8E74EAEF2FB05EC1DA0CEEB50941F@VMPREVAS2.prevas.se> Message-ID: Hi Fredrik, Have you tried using a simpler BeforeDue condition to test? Something like "--condition-arg 2h". I don't think you need to specify the "0d", and it may confuse the condition module. You can also try to modify the search to return something very specific (search by ticket id for example) so that you can verify that the --action part works properly. I have similar notifications for Reminders working with the following command, just in case it's useful: /opt/rt4/bin/rt-crontool \ --search RT::Search::FromSQL \ --search-arg 'Type = "reminder" and (Status = "open" or Status = "new") and Due > "now"' \ --condition RT::Condition::BeforeDue \ --condition-arg 5m \ --action RT::Action::Notify \ --action-arg Owner,AlwaysNotifyActor \ --transaction first \ --template 'Reminder' Regards. 2015-05-22 13:03 GMT+02:00 Fredrik Nystr?m : > Hi, > > I'm trying to use rt-crontool, to send out reminders when a ticket expires > due date. > > > > The command and output is like this, but no mail is sent: > > > > [root@ ~]# /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL > \ > > > --search-arg 'Queue = "The Queue" and (Status = "open" or Status > = "new")' \ > > > --condition RT::Condition::BeforeDue \ > > > --condition-arg 0d2h3m1s \ > > > --action RT::Action::NotifyGroup \ > > > --action-arg 'mail at domain.se' \ > > > --transaction first \ > > > --template 'Reminder due soon' \ > > > --verbose \ > > > --log debug > > [3011] [Wed May 20 06:53:26 2015] [debug]: The RTAddressRegexp option is > not set in the config. Not setting this option results in additional SQL > queries to check whether each address belongs to RT or not. It is > especially important to set this option if RT recieves emails on addresses > that are not in the database or config. > (/opt/rt4/bin/../lib/RT/Config.pm:505) > > 18079: > > Using transaction #111037... > > 18331: > > Using transaction #113770... > > > > Does anyone know, what could be the problem here? > > > > And, yes, mailing works, when you for exapmle resolve a ticket from the > web interface. > > > > BR > > Fredrik > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at bestpractical.com Sat May 23 17:15:39 2015 From: todd at bestpractical.com (Todd Wade) Date: Sat, 23 May 2015 17:15:39 -0400 Subject: [rt-users] "Projects" grouping In-Reply-To: References: Message-ID: <5560EDFB.3010202@bestpractical.com> Would a gantt chart do? There's RT::Extension::JSGantt: https://metacpan.org/pod/RT::Extension::JSGantt I think its better than Jira's projects page because that page is Jira is too noisy. There is a screen grab on bps' extensions page: https://www.bestpractical.com/rt/extensions.html And then you can make a projects index with a dashboard/saved search with the following TicketSQL: Queue = 'Projects' AND HasMember IS NOT NULL AND ( Status = 'new' OR Status = 'open' ) On 5/23/15 8:10 AM, Darin Perusich wrote: > I'd like to be able to classify a group a tickets, mark them as a > "project", and have that project be accessible under a Projects menu > available along the top of the RT interface which I can then select > and display only those tickets. For those that have used Jira I'm > basically looking to mimic, to an extent, how Projects are > treated/displayed in their ServiceDesk offering. I realize I "could" > create additional queues to facilitate this behaviour, however I do > not want the overhead associated with creating new queues, and want > these tickets to live under an existing queue. > > I didn't see any existing extensions which provide this functionality > and am curious to know if anyone has wanted this behaviour and how > they've addressed it. Also, if this is something Best Practical has > implemented or has thoughts on I'd be interested in engaging them for > some custom development. From romanmassey at gmail.com Sun May 24 13:39:58 2015 From: romanmassey at gmail.com (Roman Massey) Date: Sun, 24 May 2015 10:39:58 -0700 Subject: [rt-users] How to edit transactions? Message-ID: Is there a way to edit transactions like comments? For example the content, time worked, etc.? --? Roman Massey -------------- next part -------------- An HTML attachment was scrubbed... URL: From Fredrik.Nystrom at prevas.se Mon May 25 02:52:08 2015 From: Fredrik.Nystrom at prevas.se (=?utf-8?B?RnJlZHJpayBOeXN0csO2bQ==?=) Date: Mon, 25 May 2015 06:52:08 +0000 Subject: [rt-users] rt-crontool not sending mail, no errors In-Reply-To: References: <5B12C2CD37E8E74EAEF2FB05EC1DA0CEEB50941F@VMPREVAS2.prevas.se> Message-ID: <5B12C2CD37E8E74EAEF2FB05EC1DA0CEF5A0871A@VMPREVAS2.prevas.se> Hi, Thanks for your reply. If I try your command example, I get an debug output of: [Mon May 25 06:41:58 2015] [debug]: RT::Date used Time::ParseDate to make 'now' 1432536118 (/opt/rt4/bin/../lib/RT/Date.pm:240) And the output from the command in my previous mail, shows result of two tickets: 18079: Using transaction #111037... 18331: Using transaction #113770... The two ticket I have ?faked? and set a due date in. I can?t find what is wrong. No error, but there is no mail sent. /Fredrik From: marcosorallo at gmail.com [mailto:marcosorallo at gmail.com] On Behalf Of Marcos Orallo Sent: Saturday, May 23, 2015 4:58 PM To: Fredrik Nystr?m Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] rt-crontool not sending mail, no errors Hi Fredrik, Have you tried using a simpler BeforeDue condition to test? Something like "--condition-arg 2h". I don't think you need to specify the "0d", and it may confuse the condition module. You can also try to modify the search to return something very specific (search by ticket id for example) so that you can verify that the --action part works properly. I have similar notifications for Reminders working with the following command, just in case it's useful: /opt/rt4/bin/rt-crontool \ --search RT::Search::FromSQL \ --search-arg 'Type = "reminder" and (Status = "open" or Status = "new") and Due > "now"' \ --condition RT::Condition::BeforeDue \ --condition-arg 5m \ --action RT::Action::Notify \ --action-arg Owner,AlwaysNotifyActor \ --transaction first \ --template 'Reminder' Regards. 2015-05-22 13:03 GMT+02:00 Fredrik Nystr?m >: Hi, I'm trying to use rt-crontool, to send out reminders when a ticket expires due date. The command and output is like this, but no mail is sent: [root@ ~]# /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL \ > --search-arg 'Queue = "The Queue" and (Status = "open" or Status = "new")' \ > --condition RT::Condition::BeforeDue \ > --condition-arg 0d2h3m1s \ > --action RT::Action::NotifyGroup \ > --action-arg 'mail at domain.se' \ > --transaction first \ > --template 'Reminder due soon' \ > --verbose \ > --log debug [3011] [Wed May 20 06:53:26 2015] [debug]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check whether each address belongs to RT or not. It is especially important to set this option if RT recieves emails on addresses that are not in the database or config. (/opt/rt4/bin/../lib/RT/Config.pm:505) 18079: Using transaction #111037... 18331: Using transaction #113770... Does anyone know, what could be the problem here? And, yes, mailing works, when you for exapmle resolve a ticket from the web interface. BR Fredrik -------------- next part -------------- An HTML attachment was scrubbed... URL: From m_orallo at yahoo.es Mon May 25 04:07:41 2015 From: m_orallo at yahoo.es (Marcos Orallo) Date: Mon, 25 May 2015 10:07:41 +0200 Subject: [rt-users] rt-crontool not sending mail, no errors In-Reply-To: <5B12C2CD37E8E74EAEF2FB05EC1DA0CEF5A0871A@VMPREVAS2.prevas.se> References: <5B12C2CD37E8E74EAEF2FB05EC1DA0CEEB50941F@VMPREVAS2.prevas.se> <5B12C2CD37E8E74EAEF2FB05EC1DA0CEF5A0871A@VMPREVAS2.prevas.se> Message-ID: I may be suggesting the obvious again but did you make sure the template works? Does it have any perl code? Do you get the transactions showed in your output registered in the database? El 25/5/2015 8:53 a. m., "Fredrik Nystr?m" escribi?: > Hi, > > Thanks for your reply. > > If I try your command example, I get an debug output of: > > > > [Mon May 25 06:41:58 2015] [debug]: RT::Date used Time::ParseDate to make > 'now' 1432536118 (/opt/rt4/bin/../lib/RT/Date.pm:240) > > > > And the output from the command in my previous mail, shows result of two > tickets: > > > > 18079: > > Using transaction #111037... > > 18331: > > Using transaction #113770... > > > > > > The two ticket I have ?faked? and set a due date in. > > I can?t find what is wrong. No error, but there is no mail sent. > > > > /Fredrik > > > > *From:* marcosorallo at gmail.com [mailto:marcosorallo at gmail.com] *On Behalf > Of *Marcos Orallo > *Sent:* Saturday, May 23, 2015 4:58 PM > *To:* Fredrik Nystr?m > *Cc:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] rt-crontool not sending mail, no errors > > > > Hi Fredrik, > > > Have you tried using a simpler BeforeDue condition to test? Something like > "--condition-arg 2h". I don't think you need to specify the "0d", and it > may confuse the condition module. > > You can also try to modify the search to return something very specific > (search by ticket id for example) so that you can verify that the --action > part works properly. > > I have similar notifications for Reminders working with the following > command, just in case it's useful: > > /opt/rt4/bin/rt-crontool \ > --search RT::Search::FromSQL \ > --search-arg 'Type = "reminder" and (Status = "open" > or Status = "new") and Due > "now"' \ > --condition RT::Condition::BeforeDue \ > --condition-arg 5m \ > --action RT::Action::Notify \ > --action-arg Owner,AlwaysNotifyActor \ > --transaction first \ > --template 'Reminder' > > Regards. > > > > > > 2015-05-22 13:03 GMT+02:00 Fredrik Nystr?m : > > Hi, > > I'm trying to use rt-crontool, to send out reminders when a ticket expires > due date. > > > > The command and output is like this, but no mail is sent: > > > > [root@ ~]# /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL > \ > > > --search-arg 'Queue = "The Queue" and (Status = "open" or Status > = "new")' \ > > > --condition RT::Condition::BeforeDue \ > > > --condition-arg 0d2h3m1s \ > > > --action RT::Action::NotifyGroup \ > > > --action-arg 'mail at domain.se' \ > > > --transaction first \ > > > --template 'Reminder due soon' \ > > > --verbose \ > > > --log debug > > [3011] [Wed May 20 06:53:26 2015] [debug]: The RTAddressRegexp option is > not set in the config. Not setting this option results in additional SQL > queries to check whether each address belongs to RT or not. It is > especially important to set this option if RT recieves emails on addresses > that are not in the database or config. > (/opt/rt4/bin/../lib/RT/Config.pm:505) > > 18079: > > Using transaction #111037... > > 18331: > > Using transaction #113770... > > > > Does anyone know, what could be the problem here? > > > > And, yes, mailing works, when you for exapmle resolve a ticket from the > web interface. > > > > BR > > Fredrik > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Fredrik.Nystrom at prevas.se Mon May 25 06:54:44 2015 From: Fredrik.Nystrom at prevas.se (=?utf-8?B?RnJlZHJpayBOeXN0csO2bQ==?=) Date: Mon, 25 May 2015 10:54:44 +0000 Subject: [rt-users] rt-crontool not sending mail, no errors In-Reply-To: References: <5B12C2CD37E8E74EAEF2FB05EC1DA0CEEB50941F@VMPREVAS2.prevas.se> <5B12C2CD37E8E74EAEF2FB05EC1DA0CEF5A0871A@VMPREVAS2.prevas.se> Message-ID: <5B12C2CD37E8E74EAEF2FB05EC1DA0CEF5A09B2A@VMPREVAS2.prevas.se> This is the output from one of the transaction id?s: +--------+------------+----------+-----------+--------+-------+----------+----------+---------------+--------------+--------------+------+---------+---------------------+ | id | ObjectType | ObjectId | TimeTaken | Type | Field | OldValue | NewValue | ReferenceType | OldReference | NewReference | Data | Creator | Created | +--------+------------+----------+-----------+--------+-------+----------+----------+---------------+--------------+--------------+------+---------+---------------------+ | 113770 | RT::Ticket | 18331 | 0 | Create | NULL | NULL | NULL | NULL | NULL | NULL | NULL | 198 | 2015-05-18 07:24:56 | +--------+------------+----------+-----------+--------+-------+----------+----------+---------------+--------------+--------------+------+---------+---------------------+ I followed the ?Reminder due soon? example, from http://requesttracker.wikia.com/wiki/Reminders To: { $Target = $Ticket->RefersTo->First->TargetObj; ($Argument eq 'TicketOwner' ? $Target : $Ticket)->OwnerObj->EmailAddress } Subject: {$Ticket->Subject} is due {$Ticket->DueAsString} Just a friendly heads up. This reminder is for ticket #{$Target->Id}. {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Target->Id} BR Fredrik From: marcosorallo at gmail.com [mailto:marcosorallo at gmail.com] On Behalf Of Marcos Orallo Sent: Monday, May 25, 2015 10:08 AM To: Fredrik Nystr?m Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] rt-crontool not sending mail, no errors I may be suggesting the obvious again but did you make sure the template works? Does it have any perl code? Do you get the transactions showed in your output registered in the database? El 25/5/2015 8:53 a. m., "Fredrik Nystr?m" > escribi?: Hi, Thanks for your reply. If I try your command example, I get an debug output of: [Mon May 25 06:41:58 2015] [debug]: RT::Date used Time::ParseDate to make 'now' 1432536118 (/opt/rt4/bin/../lib/RT/Date.pm:240) And the output from the command in my previous mail, shows result of two tickets: 18079: Using transaction #111037... 18331: Using transaction #113770... The two ticket I have ?faked? and set a due date in. I can?t find what is wrong. No error, but there is no mail sent. /Fredrik From: marcosorallo at gmail.com [mailto:marcosorallo at gmail.com] On Behalf Of Marcos Orallo Sent: Saturday, May 23, 2015 4:58 PM To: Fredrik Nystr?m Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] rt-crontool not sending mail, no errors Hi Fredrik, Have you tried using a simpler BeforeDue condition to test? Something like "--condition-arg 2h". I don't think you need to specify the "0d", and it may confuse the condition module. You can also try to modify the search to return something very specific (search by ticket id for example) so that you can verify that the --action part works properly. I have similar notifications for Reminders working with the following command, just in case it's useful: /opt/rt4/bin/rt-crontool \ --search RT::Search::FromSQL \ --search-arg 'Type = "reminder" and (Status = "open" or Status = "new") and Due > "now"' \ --condition RT::Condition::BeforeDue \ --condition-arg 5m \ --action RT::Action::Notify \ --action-arg Owner,AlwaysNotifyActor \ --transaction first \ --template 'Reminder' Regards. 2015-05-22 13:03 GMT+02:00 Fredrik Nystr?m >: Hi, I'm trying to use rt-crontool, to send out reminders when a ticket expires due date. The command and output is like this, but no mail is sent: [root@ ~]# /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL \ > --search-arg 'Queue = "The Queue" and (Status = "open" or Status = "new")' \ > --condition RT::Condition::BeforeDue \ > --condition-arg 0d2h3m1s \ > --action RT::Action::NotifyGroup \ > --action-arg 'mail at domain.se' \ > --transaction first \ > --template 'Reminder due soon' \ > --verbose \ > --log debug [3011] [Wed May 20 06:53:26 2015] [debug]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check whether each address belongs to RT or not. It is especially important to set this option if RT recieves emails on addresses that are not in the database or config. (/opt/rt4/bin/../lib/RT/Config.pm:505) 18079: Using transaction #111037... 18331: Using transaction #113770... Does anyone know, what could be the problem here? And, yes, mailing works, when you for exapmle resolve a ticket from the web interface. BR Fredrik -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Mon May 25 15:28:58 2015 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 25 May 2015 15:28:58 -0400 Subject: [rt-users] REST 2.0 404 In-Reply-To: References: Message-ID: <20150525192858.GG3195@bestpractical.com> On Thu, May 21, 2015 at 06:38:26PM -0700, Aaron C. de Bruyn wrote: > Anyone? The '2.0' REST interface is a work in progress and isn't yet part of RT. You'd probably be best off using the REST interface that ships as part of RT. > If it's not, does anyone have suggestions for importing ~20,000 > tickets into the system along with ~250,000 'comments'? In general, at that scale, I'd probably recommend working with the native perl interface. -jesse From toleary at wth.com Mon May 25 22:24:16 2015 From: toleary at wth.com (Terry O'Leary) Date: Tue, 26 May 2015 02:24:16 +0000 Subject: [rt-users] mail solutions Message-ID: Hello, My company has been using RT for years and has gone through a few upgrades. We are currently up to version 4.0.12. We also use fetchmail as our mailing solution to retrieve emails from our exchange 2010 servers. We have been encountering multiple ticket creation issues when email is only sent through fetchmail to RT. When creating tickets internally through RT there are no errors or multiple ticket issues. I am looking into a new mailing solution (Like getmail, etc) and wanted to get feedback from you all on what types of mailing solutions you are using. Any suggestions are appreciated. Thank You, Terry O'Leary| Software Release Engineering Manager | IT Department | World Travel Holdings | t 617-587-6268 -(internal X76268) | c 339-927-5843 | f 617-587-6359 100 Fordham Rd. Building C | Wilmington | MA | 01887 | AIM: Teeo75 | www.WorldTravelHoldings.com [wth.gif] [50Most.gif] -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.gif Type: image/gif Size: 9487 bytes Desc: image001.gif URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image002.gif Type: image/gif Size: 7687 bytes Desc: image002.gif URL: From mrcpu at lilpantry.com Mon May 25 23:14:41 2015 From: mrcpu at lilpantry.com (Jaye Mathisen) Date: Mon, 25 May 2015 20:14:41 -0700 Subject: [rt-users] mail solutions In-Reply-To: References: Message-ID: Is there some reason you can?t just have your exchange server forward the mail to RT and process it with rt-mailgate? In general though, I would expect that if you?re sucking the mail from a pop3 mailbox, and the mail is getting deleted from exchange it shouldn?t be an issue with fetchmail. I guess the other question would be is if the mail messages are getting duplicated somehow (like via 2 different addresses) in the exchange mailbox, so fetchmail is pulling down 2 copies of the message because there?s 2 copies in the mailbox and dumping each into rt? *From:* rt-users [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Terry O'Leary *Sent:* Monday, May 25, 2015 7:24 PM *To:* rt-users at lists.bestpractical.com *Subject:* [rt-users] mail solutions Hello, My company has been using RT for years and has gone through a few upgrades. We are currently up to version 4.0.12. We also use fetchmail as our mailing solution to retrieve emails from our exchange 2010 servers. We have been encountering multiple ticket creation issues when email is only sent through fetchmail to RT. When creating tickets internally through RT there are no errors or multiple ticket issues. I am looking into a new mailing solution (Like getmail, etc) and wanted to get feedback from you all on what types of mailing solutions you are using. Any suggestions are appreciated. *Thank You,* *Terry O?Leary| *Software Release Engineering Manager *|* IT Department *| *World Travel Holdings *|* *t* 617-587-6268 -(internal X76268) *| c* 339-927-5843* | f* 617-587-6359 100 Fordham Rd. Building C *|* Wilmington *|* MA *|* 01887 *|* AIM: Teeo75 *|* www.WorldTravelHoldings.com [image: wth.gif] [image: 50Most.gif] -- ------------------------------ This electronic message may contain information that is privileged, confidential or otherwise protected from disclosure to anyone other than its intended recipient(s). Any dissemination or use of this electronic message or its contents by persons other than the intended recipient(s) is strictly prohibited, and may be unlawful. If you have received this electronic transmission in error, please reply immediately to the sender so that we may correct our internal records, and then delete the original message. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.gif Type: image/gif Size: 9487 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image002.gif Type: image/gif Size: 7687 bytes Desc: not available URL: From b.maciejewski at agriplus.pl Tue May 26 07:12:22 2015 From: b.maciejewski at agriplus.pl (Bartosz Maciejewski) Date: Tue, 26 May 2015 13:12:22 +0200 Subject: [rt-users] Problem with proper encoding data from LDAP (Windows AD) Message-ID: <55645516.6070403@agriplus.pl> After upgrade from 4.0.10 to 4.2.11 , returning users autenticated via LDAP (with ExternalAuth plugin), now have wrong polish characters in their names, oragnization etc. I turned debug options and see something like this: [27516] [Tue May 26 10:58:01 2015] [debug]: UPDATED user mkolbe: User mkolbe: City changed from 'Ostr?da' to 'Ostr??da' (/usr/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:421) [27516] [Tue May 26 10:58:01 2015] [debug]: UPDATED user mkolbe: User mkolbe: Organization changed from 'Dzia? IT' to 'Dzia?? IT' (/usr/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:421) Then RT allow user to login but corrected data by hand is overwritten by data from Windows AD with wrong characters. Any hints for solving this? From allen.joslin at gmail.com Tue May 26 12:08:00 2015 From: allen.joslin at gmail.com (Al Joslin) Date: Tue, 26 May 2015 12:08:00 -0400 Subject: [rt-users] How Can I Grow A Set Of Users Message-ID: I need to assemble a set of users from a list of user Ids # gives me a list of _all_ the users $users = RT::Users->new($session{'CurrentUser'}); # empties the list $users->CleanSlate; # empty the list #doesn?t work my $user1 = RT::User->new($session{'CurrentUser'}); $user1->Load(2250); $users->Join($user1); #doesn?t work my $user2 = $users->NewItem; $user2->Load(147511); # how can I add User elements to the User list ? From toleary at wth.com Tue May 26 14:18:34 2015 From: toleary at wth.com (Terry O'Leary) Date: Tue, 26 May 2015 18:18:34 +0000 Subject: [rt-users] mail solutions In-Reply-To: References: Message-ID: We have 14 different queues so using fetchmail to manage the email accounts is useful for us. But that is where the problem lies as well I think. Fetchmail doesn?t seem to be deleting the email from the inbox consistently. Sometimes it works and sometimes it doesn?t. I have gone the route of working with the Network Engineering team to see if there were any configuration changes or updates to exchange that may have done but came up with nothing. The emails get to their respective inboxes, then fetchmail (I have running in a crontab every minute) executes to pick up and send any emails to RT mailgate.: Here is an example: poll imap.corp.test.com proto IMAP and port 143: # Team Queue username team password 123456 mda "/opt/rt4/bin/rt-mailgate --url http://test --queue 'Team Requests' --action correspond" username team-comments password 123456 mda "/opt/rt4/bin/rt-mailgate --url http://test --queue 'Team Requests' --action comment" I know this isn?t a fetchmail forum, but any input would be gladly taken. Thank You, Terry O'Leary From: Jaye Mathisen [mailto:mrcpu at lilpantry.com] Sent: Monday, May 25, 2015 11:15 PM To: Terry O'Leary; rt-users at lists.bestpractical.com Subject: RE: [rt-users] mail solutions Is there some reason you can?t just have your exchange server forward the mail to RT and process it with rt-mailgate? In general though, I would expect that if you?re sucking the mail from a pop3 mailbox, and the mail is getting deleted from exchange it shouldn?t be an issue with fetchmail. I guess the other question would be is if the mail messages are getting duplicated somehow (like via 2 different addresses) in the exchange mailbox, so fetchmail is pulling down 2 copies of the message because there?s 2 copies in the mailbox and dumping each into rt? From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Terry O'Leary Sent: Monday, May 25, 2015 7:24 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] mail solutions Hello, My company has been using RT for years and has gone through a few upgrades. We are currently up to version 4.0.12. We also use fetchmail as our mailing solution to retrieve emails from our exchange 2010 servers. We have been encountering multiple ticket creation issues when email is only sent through fetchmail to RT. When creating tickets internally through RT there are no errors or multiple ticket issues. I am looking into a new mailing solution (Like getmail, etc) and wanted to get feedback from you all on what types of mailing solutions you are using. Any suggestions are appreciated. Thank You, Terry O?Leary| Software Release Engineering Manager | IT Department | World Travel Holdings | t 617-587-6268 -(internal X76268) | c 339-927-5843 | f 617-587-6359 100 Fordham Rd. Building C | Wilmington | MA | 01887 | AIM: Teeo75 | www.WorldTravelHoldings.com [wth.gif] [50Most.gif] [http://rt.lilpantry.com/emailfooter.gif] ________________________________ This electronic message may contain information that is privileged, confidential or otherwise protected from disclosure to anyone other than its intended recipient(s). Any dissemination or use of this electronic message or its contents by persons other than the intended recipient(s) is strictly prohibited, and may be unlawful. If you have received this electronic transmission in error, please reply immediately to the sender so that we may correct our internal records, and then delete the original message. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.gif Type: image/gif Size: 9487 bytes Desc: image001.gif URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image002.gif Type: image/gif Size: 7687 bytes Desc: image002.gif URL: From jmates at uw.edu Tue May 26 14:33:27 2015 From: jmates at uw.edu (Jeremy Mates) Date: Tue, 26 May 2015 18:33:27 +0000 Subject: [rt-users] mail solutions In-Reply-To: References: Message-ID: <20150526183327.GG638@valen.ee.washington.edu> * Terry O'Leary > username team password 123456 mda "/opt/rt4/bin/rt-mailgate --url http://test --queue 'Team Requests' --action correspond" > username team-comments password 123456 mda "/opt/rt4/bin/rt-mailgate --url http://test --queue 'Team Requests' --action comment" My fetchmailrc usually end up with a 'nokeep' to delete stuff. From ktm at rice.edu Tue May 26 14:57:01 2015 From: ktm at rice.edu (ktm at rice.edu) Date: Tue, 26 May 2015 13:57:01 -0500 Subject: [rt-users] mail solutions In-Reply-To: References: Message-ID: <20150526185701.GM31129@aart.rice.edu> On Tue, May 26, 2015 at 06:18:34PM +0000, Terry O'Leary wrote: > We have 14 different queues so using fetchmail to manage the email accounts is useful for us. But that is where the problem lies as well I think. Fetchmail doesn?t seem to be deleting the email from the inbox consistently. Sometimes it works and sometimes it doesn?t. I have gone the route of working with the Network Engineering team to see if there were any configuration changes or updates to exchange that may have done but came up with nothing. The emails get to their respective inboxes, then fetchmail (I have running in a crontab every minute) executes to pick up and send any emails to RT mailgate.: > > Here is an example: > > poll imap.corp.test.com proto IMAP and port 143: > > # Team Queue > username team password 123456 mda "/opt/rt4/bin/rt-mailgate --url http://test --queue 'Team Requests' --action correspond" > username team-comments password 123456 mda "/opt/rt4/bin/rt-mailgate --url http://test --queue 'Team Requests' --action comment" > > I know this isn?t a fetchmail forum, but any input would be gladly taken. > > Thank You, > Terry O'Leary > Hi Terry, What kind of locking are you using to prevent simultaneous access to a folder from multiple fetchmail instances? 1 minute granularity in your crontab may allow that to happen, then the second instance would re-process the messages already processed before they were deleted. Regards, Ken From todd at bestpractical.com Tue May 26 14:56:49 2015 From: todd at bestpractical.com (Todd Wade) Date: Tue, 26 May 2015 14:56:49 -0400 Subject: [rt-users] mail solutions In-Reply-To: References: Message-ID: <5564C1F1.6040905@bestpractical.com> On 5/26/15 2:18 PM, Terry O'Leary wrote: > We have 14 different queues so using fetchmail to manage the email > accounts is useful for us. But that is where the problem lies as well I > think. Fetchmail doesn?t seem to be deleting the email from the inbox > consistently... (I have running in a crontab every minute) executes to > pick up and send any emails to RT mailgate.: I wonder if you're just running it to frequently? Sounds like it may be too much for fetchmail to churn through in 60 seconds, so it fires up again before its done. Is it critical you have fetchmail running once a minute? I'd try once every 5 minutes, or wrap the call to fetchmail in something that checks if it is already running before running it again. From lstewart at iweb.com Tue May 26 16:06:06 2015 From: lstewart at iweb.com (Landon Stewart) Date: Tue, 26 May 2015 13:06:06 -0700 Subject: [rt-users] mail solutions In-Reply-To: References: Message-ID: > On May 26, 2015, at 11:18 AM, Terry O'Leary wrote: > > We have 14 different queues so using fetchmail to manage the email accounts is useful for us. But that is where the problem lies as well I think. Fetchmail doesn?t seem to be deleting the email from the inbox consistently. Sometimes it works and sometimes it doesn?t. I have gone the route of working with the Network Engineering team to see if there were any configuration changes or updates to exchange that may have done but came up with nothing. The emails get to their respective inboxes, then fetchmail (I have running in a crontab every minute) executes to pick up and send any emails to RT mailgate.: > > Here is an example: > > poll imap.corp.test.com proto IMAP and port 143: > > # Team Queue > username team password 123456 mda "/opt/rt4/bin/rt-mailgate --url http://test --queue 'Team Requests' --action correspond" > username team-comments password 123456 mda "/opt/rt4/bin/rt-mailgate --url http://test --queue 'Team Requests' --action comment" > > I know this isn?t a fetchmail forum, but any input would be gladly taken. Just in case you are - I wouldn't cron it since you'll get duplicate processes checking the mailbox at the same time which would account for duplicates. If you have to cron it though use flock to make sure more than one is never running at the same time: /usr/bin/flock -n /tmp/fetchmail.lockfile /path/to/fetchmail -blahblahblah I'm assuming you start fetchmail as a daemon instead of cron'd though. If you are running fetchmail as a daemon make sure you use --uidl when starting the daemon in the /etc/init.d (or equivalent) something like this: /usr/bin/fetchmail --uidl -f /etc/fetchmail.conf -U | --uidl (Keyword: uidl) Force UIDL use (effective only with POP3). Force client-side tracking of 'newness' of messages (UIDL stands for "unique ID listing" and is described in RFC1939). Use with 'keep' to use a mailbox as a baby news drop for a group of users. The fact that seen messages are skipped is logged, unless error logging is done through syslog while running in daemon mode. Note that fetchmail may automatically enable this option depending on upstream server capabilities. Note also that this option may be removed and forced enabled in a future fetchmail version. See also: ?idfile. Landon Stewart : lstewart at iweb.com Lead Specialist, Abuse and Security Management Sp?cialiste principal, gestion des abus et s?curit? http://iweb.com : +1 (888) 909-4932 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 271 bytes Desc: Message signed with OpenPGP using GPGMail URL: From ripache at gmail.com Wed May 27 09:51:50 2015 From: ripache at gmail.com (ripache at gmail.com) Date: Wed, 27 May 2015 09:51:50 -0400 Subject: [rt-users] Change RT email address In-Reply-To: References: <5559BF6A.3010405@keyyo.com> <5615AA7B-13DB-44EE-8793-69A054FC6AAB@cairodurham.org> <5559C9E8.80503@keyyo.com> <555B2594.5020305@keyyo.com> Message-ID: I tried adding the following with no luck to the RT_SiteConfig.pm Set($RTAddressRegexp , 'richard\@newemail\.com)$'); Set($SendmailArguments, "-oi -t -f richard at newemail.com"); Obviously I am doing something wrong. Perhaps I did not explain the issue well: Just for explaining: richard at oldemail.com is a Team inbox. richard at newemail.com is a Distribution list. Originally we wanted to use the Team Inbox address, anything created via email, the Inbox will receive a copy. We noticed that the emails are not getting send to our Inbox. When trying to add the Inbox as AdminCC in Watchers, we received the mail loop error. So we need to change the RT Internal address to richard at newemail.com so we can use richard at oldemail.com as AdminCC. The RT Internal email address is configured with richard at oldemail.com. I cannot use the richard at oldemail.com anymore. I need to change it to richard at newemail.com. I have verified that all references to richard at oldemail.com has been updated etc, but i still receive an error of a mail loop (when testing richard at oldemail.com) as AdminCC. Thanks in advanced. Richard On Tue, May 26, 2015 at 7:01 PM, wrote: > Hi everyone: > sorry for the late reply. > > The email I need to change is the email rt works with. For example I want > to use Richard at test.com as Admin cc, it states it will create a mail > loop. There is no other user, with that email. > I have tried changing the RT_SiteConfig.pm, searching the database, etc. > No luck > Thanks in advanced. > > On Tue, May 19, 2015 at 7:59 AM, Lo?c Cadoret wrote: > >> Well by reading again the thread, I realize that i've misunderstood your >> answer, my appologies for that, english is not my native language, there is >> no confusion, thanks for the advice, it is helpfull. >> >> Regards, >> >> Loic Cadoret >> IT Technician >> Keyyo >> >> Le 18/05/2015 17:09, Jaime Kikpole a ?crit : >> >>> On Mon, May 18, 2015 at 7:15 AM, Lo?c Cadoret >>> wrote: >>> >>>> Yes RT_SiteConfig.pm sorry, it was what wanted to say ;) >>>> >>> It IS what you said. Its just that what I wrote refers to both files, >>> so I wanted to be clear about which one to edit (RT_SiteConfig.pm) vs. >>> use as reference (RT_Config.pm). Sorry about any confusion I may have >>> caused. >>> >>> >>> >> > > > -- > Richard Pacheco > -- Richard Pacheco -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at bestpractical.com Wed May 27 11:22:31 2015 From: todd at bestpractical.com (Todd Wade) Date: Wed, 27 May 2015 11:22:31 -0400 Subject: [rt-users] How Can I Grow A Set Of Users In-Reply-To: References: Message-ID: <5565E137.7030504@bestpractical.com> On 5/26/15 12:08 PM, Al Joslin wrote: > I need to assemble a set of users from a list of user Ids > > # gives me a list of _all_ the users > $users = RT::Users->new($session{'CurrentUser'}); > > # how can I add User elements to the User list ? This script worked for me, outputs the Name field for each record in the VALUE array: use warnings; use strict; use RT -init; my $users = RT::Users->new( RT->SystemUser ); $users->Limit( FIELD => 'id', OPERATOR => 'IN', VALUE => [ 6, 12, 1 ], ); while (my $user = $users->Next ) { print $user->Name, "\n"; } From Fredrik.Nystrom at prevas.se Thu May 28 05:52:59 2015 From: Fredrik.Nystrom at prevas.se (=?utf-8?B?RnJlZHJpayBOeXN0csO2bQ==?=) Date: Thu, 28 May 2015 09:52:59 +0000 Subject: [rt-users] rt-crontool not sending mail, no errors In-Reply-To: <5B12C2CD37E8E74EAEF2FB05EC1DA0CEF5A09B2A@VMPREVAS2.prevas.se> References: <5B12C2CD37E8E74EAEF2FB05EC1DA0CEEB50941F@VMPREVAS2.prevas.se> <5B12C2CD37E8E74EAEF2FB05EC1DA0CEF5A0871A@VMPREVAS2.prevas.se> <5B12C2CD37E8E74EAEF2FB05EC1DA0CEF5A09B2A@VMPREVAS2.prevas.se> Message-ID: <5B12C2CD37E8E74EAEF2FB05EC1DA0CEF6A54EA0@VMPREVAS1.prevas.se> Hi, I gave up solving this, and scheduled this perl script http://requesttracker.wikia.com/wiki/DueDateRemindersByEmail, instead of using rt-crontool. Works like a charm. BR Fredrik From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Fredrik Nystr?m Sent: Monday, May 25, 2015 12:55 PM To: 'Marcos Orallo' Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] rt-crontool not sending mail, no errors This is the output from one of the transaction id?s: +--------+------------+----------+-----------+--------+-------+----------+----------+---------------+--------------+--------------+------+---------+---------------------+ | id | ObjectType | ObjectId | TimeTaken | Type | Field | OldValue | NewValue | ReferenceType | OldReference | NewReference | Data | Creator | Created | +--------+------------+----------+-----------+--------+-------+----------+----------+---------------+--------------+--------------+------+---------+---------------------+ | 113770 | RT::Ticket | 18331 | 0 | Create | NULL | NULL | NULL | NULL | NULL | NULL | NULL | 198 | 2015-05-18 07:24:56 | +--------+------------+----------+-----------+--------+-------+----------+----------+---------------+--------------+--------------+------+---------+---------------------+ I followed the ?Reminder due soon? example, from http://requesttracker.wikia.com/wiki/Reminders To: { $Target = $Ticket->RefersTo->First->TargetObj; ($Argument eq 'TicketOwner' ? $Target : $Ticket)->OwnerObj->EmailAddress } Subject: {$Ticket->Subject} is due {$Ticket->DueAsString} Just a friendly heads up. This reminder is for ticket #{$Target->Id}. {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Target->Id} BR Fredrik From: marcosorallo at gmail.com [mailto:marcosorallo at gmail.com] On Behalf Of Marcos Orallo Sent: Monday, May 25, 2015 10:08 AM To: Fredrik Nystr?m Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] rt-crontool not sending mail, no errors I may be suggesting the obvious again but did you make sure the template works? Does it have any perl code? Do you get the transactions showed in your output registered in the database? El 25/5/2015 8:53 a. m., "Fredrik Nystr?m" > escribi?: Hi, Thanks for your reply. If I try your command example, I get an debug output of: [Mon May 25 06:41:58 2015] [debug]: RT::Date used Time::ParseDate to make 'now' 1432536118 (/opt/rt4/bin/../lib/RT/Date.pm:240) And the output from the command in my previous mail, shows result of two tickets: 18079: Using transaction #111037... 18331: Using transaction #113770... The two ticket I have ?faked? and set a due date in. I can?t find what is wrong. No error, but there is no mail sent. /Fredrik From: marcosorallo at gmail.com [mailto:marcosorallo at gmail.com] On Behalf Of Marcos Orallo Sent: Saturday, May 23, 2015 4:58 PM To: Fredrik Nystr?m Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] rt-crontool not sending mail, no errors Hi Fredrik, Have you tried using a simpler BeforeDue condition to test? Something like "--condition-arg 2h". I don't think you need to specify the "0d", and it may confuse the condition module. You can also try to modify the search to return something very specific (search by ticket id for example) so that you can verify that the --action part works properly. I have similar notifications for Reminders working with the following command, just in case it's useful: /opt/rt4/bin/rt-crontool \ --search RT::Search::FromSQL \ --search-arg 'Type = "reminder" and (Status = "open" or Status = "new") and Due > "now"' \ --condition RT::Condition::BeforeDue \ --condition-arg 5m \ --action RT::Action::Notify \ --action-arg Owner,AlwaysNotifyActor \ --transaction first \ --template 'Reminder' Regards. 2015-05-22 13:03 GMT+02:00 Fredrik Nystr?m >: Hi, I'm trying to use rt-crontool, to send out reminders when a ticket expires due date. The command and output is like this, but no mail is sent: [root@ ~]# /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL \ > --search-arg 'Queue = "The Queue" and (Status = "open" or Status = "new")' \ > --condition RT::Condition::BeforeDue \ > --condition-arg 0d2h3m1s \ > --action RT::Action::NotifyGroup \ > --action-arg 'mail at domain.se' \ > --transaction first \ > --template 'Reminder due soon' \ > --verbose \ > --log debug [3011] [Wed May 20 06:53:26 2015] [debug]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check whether each address belongs to RT or not. It is especially important to set this option if RT recieves emails on addresses that are not in the database or config. (/opt/rt4/bin/../lib/RT/Config.pm:505) 18079: Using transaction #111037... 18331: Using transaction #113770... Does anyone know, what could be the problem here? And, yes, mailing works, when you for exapmle resolve a ticket from the web interface. BR Fredrik -------------- next part -------------- An HTML attachment was scrubbed... URL: From Markus.Wildbolz at eu.magna.com Fri May 29 03:39:38 2015 From: Markus.Wildbolz at eu.magna.com (Markus.Wildbolz at eu.magna.com) Date: Fri, 29 May 2015 09:39:38 +0200 Subject: [rt-users] Send dashboard to members of a group Message-ID: Hi guys! I have a dashboard which I want to send to all members of a specified group. What would be the best way to do this? Is there a way to force all users to subscribe this dashboard? Or is there a way through rt-crontool? I'm not sure at the moment, in which direction i should go. Would be great, if someone of you could show me the way... Regards, Markus -------------- next part -------------- An HTML attachment was scrubbed... URL: From lcadoret at keyyo.com Fri May 29 08:19:32 2015 From: lcadoret at keyyo.com (=?UTF-8?B?TG/Dr2MgQ2Fkb3JldA==?=) Date: Fri, 29 May 2015 14:19:32 +0200 Subject: [rt-users] Change RT email address In-Reply-To: References: <5559BF6A.3010405@keyyo.com> <5615AA7B-13DB-44EE-8793-69A054FC6AAB@cairodurham.org> <5559C9E8.80503@keyyo.com> <555B2594.5020305@keyyo.com> Message-ID: <55685954.5020400@keyyo.com> Well, I think what you wanted to do was feasible by creating a RT user with the Team inbox or the mailing list address as the contact address of the user. Next, you add the user as an AdminCc of the wanted queue. By default Rt has global scrips that send email to AdminCc users when an action is done on a queue (create, comment, answer, move, close a ticket). Be sure to use a different address or domain name for RT's administrative adresses (addresses used by the queues, or else) and set the regexp accordingly. I don't if that I said was clear enough, Regards Loic Cadoret IT Technician Keyyo Le 27/05/2015 15:51, ripache at gmail.com a ?crit : > I tried adding the following with no luck to the RT_SiteConfig.pm > > Set($RTAddressRegexp , 'richard\@newemail\.com)$'); > Set($SendmailArguments, "-oi -t -f richard at newemail.com > "); > > Obviously I am doing something wrong. > > Perhaps I did not explain the issue well: > > Just for explaining: richard at oldemail.com > is a Team inbox. richard at newemail.com > is a Distribution list. > Originally we wanted to use the Team Inbox address, anything created > via email, the Inbox will receive a copy. We noticed that the emails > are not getting send to our Inbox. When trying to add the Inbox as > AdminCC in Watchers, we received the mail loop error. So we need to > change the RT Internal address to richard at newemail.com > so we can use richard at oldemail.com > as AdminCC. > > > The RT Internal email address is configured with richard at oldemail.com > . I cannot use the richard at oldemail.com > anymore. I need to change it to > richard at newemail.com . > > I have verified that all references to richard at oldemail.com > has been updated etc, but i still > receive an error of a mail loop (when testing richard at oldemail.com > ) as AdminCC. > > Thanks in advanced. > > Richard > > > On Tue, May 26, 2015 at 7:01 PM, > wrote: > > Hi everyone: > sorry for the late reply. > > The email I need to change is the email rt works with. For example > I want to use Richard at test.com as Admin > cc, it states it will create a mail loop. There is no other user, > with that email. > I have tried changing the RT_SiteConfig.pm, searching the > database, etc. No luck > Thanks in advanced. > > On Tue, May 19, 2015 at 7:59 AM, Lo?c Cadoret > wrote: > > Well by reading again the thread, I realize that i've > misunderstood your answer, my appologies for that, english is > not my native language, there is no confusion, thanks for the > advice, it is helpfull. > > Regards, > > Loic Cadoret > IT Technician > Keyyo > > Le 18/05/2015 17:09, Jaime Kikpole a ?crit : > > On Mon, May 18, 2015 at 7:15 AM, Lo?c Cadoret > > wrote: > > Yes RT_SiteConfig.pm sorry, it was what wanted to say ;) > > It IS what you said. Its just that what I wrote refers to > both files, > so I wanted to be clear about which one to edit > (RT_SiteConfig.pm) vs. > use as reference (RT_Config.pm). Sorry about any > confusion I may have > caused. > > > > > > > -- > Richard Pacheco > > > > > -- > Richard Pacheco -------------- next part -------------- An HTML attachment was scrubbed... URL: From rohit.gupta at syncoms.co.uk Fri May 29 08:12:51 2015 From: rohit.gupta at syncoms.co.uk (Rohit Gupta) Date: Fri, 29 May 2015 12:12:51 +0000 Subject: [rt-users] RT- unable to fetch emails from our office 365 account. Message-ID: Hi, I am new to Request tracker installation and have followed the installation instructions from the following links: 1) http://binarynature.blogspot.co.uk/2013/10/install-request-tracker-4-on-ubuntu-server.html 2) https://help.ubuntu.com/community/Request%20Tracker but I am unable to fetch any emails from our office 365 account and the fetchmail.log is showing the following error message (snapshot attached) 500 Can't connect to request.domain.com:443 (certificate verify failed) It seems like rt-mailgate cannot verify the ssl certificate. I have also attached the snapshot of the fetchmailrc file. I have read this article, http://lists.bestpractical.com/pipermail/rt-users/2012-January/074546.html but would request to give more detailed resolution for the issue. Much appreciated. Regards Rohit -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at bestpractical.com Fri May 29 12:22:00 2015 From: todd at bestpractical.com (Todd Wade) Date: Fri, 29 May 2015 12:22:00 -0400 Subject: [rt-users] Send dashboard to members of a group In-Reply-To: References: Message-ID: <55689228.308@bestpractical.com> On 5/29/15 3:39 AM, Markus.Wildbolz at eu.magna.com wrote: > I have a dashboard which I want to send to all members of a specified > group. What would be the best way to do this? > > Is there a way to force all users to subscribe this dashboard? > Or is there a way through rt-crontool? You can use group dashboards and the sbin/rt-email-dashboards script: https://bestpractical.com/docs/rt/latest/dashboards.html#Group-Dashboards https://bestpractical.com/docs/rt/latest/rt-email-dashboards.html Or you can use sbin/rt-email-group-admin to create a new action and then use that action in bin/rt-crontool: https://bestpractical.com/docs/rt/latest/rt-email-group-admin.html https://bestpractical.com/docs/rt/latest/rt-crontool.html From todd at bestpractical.com Fri May 29 12:31:44 2015 From: todd at bestpractical.com (Todd Wade) Date: Fri, 29 May 2015 12:31:44 -0400 Subject: [rt-users] RT- unable to fetch emails from our office 365 account. In-Reply-To: References: Message-ID: <55689470.4050601@bestpractical.com> On 5/29/15 8:12 AM, Rohit Gupta wrote: > 2)https://help.ubuntu.com/community/Request%20Tracker > > but I am unable to fetch any emails from our office 365 account and the > fetchmail.log is showing the following error message (snapshot attached) > > 500 Can't connect to request.domain.com:443 (certificate verify failed) > > It seems like rt-mailgate cannot verify the ssl certificate. I have also > attached the snapshot of the fetchmailrc file. So it sounds like fetchmail is working fine but rt-mailgate can't connect to your RT. You can use --no-verify-ssl in the rt-mailgate command but that isn't recommended, you should get the certificate or system configured so that your system trusts it. https://bestpractical.com/docs/rt/latest/rt-mailgate.html#no-verify-ssl Regards, From jeremy at umbc.edu Fri May 29 12:35:01 2015 From: jeremy at umbc.edu (Jeremy Gude) Date: Fri, 29 May 2015 12:35:01 -0400 Subject: [rt-users] RT 4.2.11 Browser Reload Blocking session in Oracle Message-ID: After upgrading to 4.2.11 we are experiencing a blocking lock in Oracle after successfully logging into RT. When trying to reload from the browser it seems the intial "select for update" is not allowing a subsequent update to the session table. SELECT a_session FROM sessions WHERE id = :p1 FOR UPDATE UPDATE sessions SET a_session = :p1 WHERE id = :p2 Any ideas what could be causing this behavior? The webserver is Apache on Linux and the database server is Oracle 12.1.0.1 on Linux as well. Thanks, Jeremy -- -- Jeremy Gude Database / Peoplesoft Administrator UMBC Division of Information Technology Business Systems Group EMAIL: jeremy at umbc.edu MOBILE: 443.904.5970 PHONE: 410.455.8660 -------------- next part -------------- An HTML attachment was scrubbed... URL: From cloos at netcologne.de Fri May 29 13:05:40 2015 From: cloos at netcologne.de (Christian Loos) Date: Fri, 29 May 2015 19:05:40 +0200 Subject: [rt-users] Send dashboard to members of a group In-Reply-To: References: Message-ID: <55689C64.7090105@netcologne.de> Am 29.05.2015 um 09:39 schrieb Markus.Wildbolz at eu.magna.com: > Hi guys! > > I have a dashboard which I want to send to all members of a specified > group. What would be the best way to do this? Do you mean by group a RT user defined group? If yes, sadly this isn't possible. But I think it would be really great if we could subscribe users and groups on dashboards like the watchers on queues. Chris From aaron at heyaaron.com Sat May 30 14:56:54 2015 From: aaron at heyaaron.com (Aaron C. de Bruyn) Date: Sat, 30 May 2015 11:56:54 -0700 Subject: [rt-users] REST 2.0 404 In-Reply-To: <20150525192858.GG3195@bestpractical.com> References: <20150525192858.GG3195@bestpractical.com> Message-ID: On Mon, May 25, 2015 at 12:28 PM, Jesse Vincent wrote: > In general, at that scale, I'd probably recommend working with the > native perl interface. Thanks for the recommendations. I guess I better re-learn Perl. It's been almost 15 years since I've touched it. ;) -A From aaron at heyaaron.com Sat May 30 19:49:00 2015 From: aaron at heyaaron.com (Aaron C. de Bruyn) Date: Sat, 30 May 2015 16:49:00 -0700 Subject: [rt-users] spawn-fcgi crashing, is uWSGI an option? Message-ID: I have a demo of RT set up for my company. During testing, we found the spawn-fcgi process is slow and crashes often. If more than a few users are on the site, and/or more than few messages coming in through rt-mailgate, the site loads extremely slow. We increased the number of child processes for spawn-fcgi, but it's doesn't seem adequate to handle the load. We can regularly make spawn-fcgi die by simply hitting escape while a page is loading. Other times it crashes for no apparent reason. We use uWSGI everywhere for python projects we host, and I tried to see if I could get RT working under that. I failed miserably because I don't know that much about PSGI, FCGI, etc...and their relationship to the webserver. I know Nginx can speak the uwsgi protocol to talk to uWSGI, but uWSGI seems to bomb on trying to serve RT. I tried the following config to no avail: [uwsgi] plugins = psgi socket = 127.0.0.1:9001 psgi = /opt/rt4/sbin/rt-server.fcgi fastcgi-socket = true processes = 2 master = true stats = 127.0.0.1:1717 chdir = /opt/rt4 uid = uitrt gid = uitrt Has anyone else been able to run it using uWSGI? Are there other options for keeping the site running under nginx? Thanks in advance for any pointers or advice. -A From ktm at rice.edu Sat May 30 20:00:19 2015 From: ktm at rice.edu (ktm at rice.edu) Date: Sat, 30 May 2015 19:00:19 -0500 Subject: [rt-users] spawn-fcgi crashing, is uWSGI an option? In-Reply-To: References: Message-ID: <20150531000019.GA23517@aart.rice.edu> On Sat, May 30, 2015 at 04:49:00PM -0700, Aaron C. de Bruyn wrote: > I have a demo of RT set up for my company. > > During testing, we found the spawn-fcgi process is slow and crashes often. > > If more than a few users are on the site, and/or more than few > messages coming in through rt-mailgate, the site loads extremely slow. > We increased the number of child processes for spawn-fcgi, but it's > doesn't seem adequate to handle the load. > > We can regularly make spawn-fcgi die by simply hitting escape while a > page is loading. Other times it crashes for no apparent reason. > > We use uWSGI everywhere for python projects we host, and I tried to > see if I could get RT working under that. I failed miserably because > I don't know that much about PSGI, FCGI, etc...and their relationship > to the webserver. I know Nginx can speak the uwsgi protocol to talk > to uWSGI, but uWSGI seems to bomb on trying to serve RT. > > I tried the following config to no avail: > > [uwsgi] > plugins = psgi > socket = 127.0.0.1:9001 > psgi = /opt/rt4/sbin/rt-server.fcgi > fastcgi-socket = true > processes = 2 > master = true > stats = 127.0.0.1:1717 > chdir = /opt/rt4 > uid = uitrt > gid = uitrt > > Has anyone else been able to run it using uWSGI? > > Are there other options for keeping the site running under nginx? > > Thanks in advance for any pointers or advice. > > -A > Hi Aaron, We run RT with spawn-fcgi/nginx and either systemd/RHEL7 or multiwatch/RHEL6 to make sure that the pool stays populated. No problems at all. I would take uWSGI out of the mix, although there is no reason it should not work, there may be some nuances involved. The fact that the site loads slowly seems to indicate that you are having a problem with your database backend. Check out your slow queries and see what is wrong. It should be pretty zippy by default. Regards, Ken From aaron at heyaaron.com Sun May 31 00:43:05 2015 From: aaron at heyaaron.com (Aaron C. de Bruyn) Date: Sat, 30 May 2015 21:43:05 -0700 Subject: [rt-users] spawn-fcgi crashing, is uWSGI an option? In-Reply-To: <20150531000019.GA23517@aart.rice.edu> References: <20150531000019.GA23517@aart.rice.edu> Message-ID: Thanks Ken. It's working perfectly. -A On Sat, May 30, 2015 at 5:00 PM, ktm at rice.edu wrote: > On Sat, May 30, 2015 at 04:49:00PM -0700, Aaron C. de Bruyn wrote: >> I have a demo of RT set up for my company. >> >> During testing, we found the spawn-fcgi process is slow and crashes often. >> >> If more than a few users are on the site, and/or more than few >> messages coming in through rt-mailgate, the site loads extremely slow. >> We increased the number of child processes for spawn-fcgi, but it's >> doesn't seem adequate to handle the load. >> >> We can regularly make spawn-fcgi die by simply hitting escape while a >> page is loading. Other times it crashes for no apparent reason. >> >> We use uWSGI everywhere for python projects we host, and I tried to >> see if I could get RT working under that. I failed miserably because >> I don't know that much about PSGI, FCGI, etc...and their relationship >> to the webserver. I know Nginx can speak the uwsgi protocol to talk >> to uWSGI, but uWSGI seems to bomb on trying to serve RT. >> >> I tried the following config to no avail: >> >> [uwsgi] >> plugins = psgi >> socket = 127.0.0.1:9001 >> psgi = /opt/rt4/sbin/rt-server.fcgi >> fastcgi-socket = true >> processes = 2 >> master = true >> stats = 127.0.0.1:1717 >> chdir = /opt/rt4 >> uid = uitrt >> gid = uitrt >> >> Has anyone else been able to run it using uWSGI? >> >> Are there other options for keeping the site running under nginx? >> >> Thanks in advance for any pointers or advice. >> >> -A >> > Hi Aaron, > > We run RT with spawn-fcgi/nginx and either systemd/RHEL7 or > multiwatch/RHEL6 to make sure that the pool stays populated. No > problems at all. I would take uWSGI out of the mix, although there > is no reason it should not work, there may be some nuances involved. > The fact that the site loads slowly seems to indicate that you are > having a problem with your database backend. Check out your slow > queries and see what is wrong. It should be pretty zippy by default. > > Regards, > Ken