From phanousk at civ.zcu.cz Wed Jun 1 05:04:42 2016 From: phanousk at civ.zcu.cz (Petr Hanousek) Date: Wed, 1 Jun 2016 11:04:42 +0200 Subject: [rt-users] Slow quote folding Message-ID: <574EA52A.3020206@civ.zcu.cz> Dear all, we have here some users who have such a habit to keep all the conversation history in e-mails. Some of them have also stupid mail clients which doubles the number of spaces. This results in looong mails and therefore long ticket history. So some individuals use, for better information overview, quote folding. This works quite well, but when the stuff that is to be quoted in ticket is too long (or too many of them?), the quoting procedure takes very long time. I've got here a ticket with 24 replies, each with the full mail history, and showing the ticket with folding turned on takes about 8 minutes. The ticket history during that time shows only "Loading..." notice. When I searched in the code to see how this folding is done, it gave me an impression that it uses some general method which affects the whole RT. So I am little bit scare to give it some tuning :) Could you someone please either to confirm a bug, or (if it is a feature) explain me the mechanism how this should work and what to tune/rewrite? Thank you, Petr -- +-------------------------------------------------------------------+ Petr Hanousek e-mail: petr.hanousek at cesnet.cz MetaCentrum User Support phone: +420 950 072 112 CESNET z.s.p.o. mobile: +420 606 665 139 location: Zikova 13a, Praha room: 32b Czech Republic +-------------------------------------------------------------------+ From guadagnino.cristiano at creval.it Wed Jun 1 05:58:21 2016 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Wed, 1 Jun 2016 09:58:21 +0000 Subject: [rt-users] Critical error after upgrading to RT 4.4.0 Message-ID: <1784393.vgqTaAxWz6@xmper8q3.gcv.dom> Yesterday I upgraded from RT 4.2.12 to RT 4.4.0. Today I am sometimes getting errors like this: [30091] [Wed Jun 1 09:13:03 2016] [critical]: Couldn't create ticket groups for ticket 133221. aborting Ticket creation. (/opt/rt4/sbin/../lib/RT/Ticket.pm:444) [30091] [Wed Jun 1 09:13:03 2016] [crit]: Ticket creation failed: I: AGG MAGGIO 2016.xlsx: Ticket could not be created due to an internal error (/opt/rt4/sbin/../lib/RT/Interface/Email.pm: 697) I am having difficulty understanding where the problem is (what's the meaning of "ticket groups"?) and hence how to solve it. Please help!!! Cris -------------- next part -------------- An HTML attachment was scrubbed... URL: From vegard.vesterheim at uninett.no Wed Jun 1 05:53:16 2016 From: vegard.vesterheim at uninett.no (Vegard Vesterheim) Date: Wed, 01 Jun 2016 11:53:16 +0200 Subject: [rt-users] Alternative GUIs for RT? In-Reply-To: <1s60wu4fqr.fsf@voll2.uninett.no> (Vegard Vesterheim's message of "Thu, 10 Mar 2016 14:36:12 +0100") References: <1s60wu4fqr.fsf@voll2.uninett.no> Message-ID: <1s37oxdylv.fsf@voll.uninett.no> On Thu, 10 Mar 2016 14:36:12 +0100 Vegard Vesterheim wrote: > Some of our users find the RT web gui complex, and also ineffective for > some use-cases. I have been tasked to investigate alternative GUIs > for RT. > > The "criticism" relates to the fact that some fields are irrelevant for > some users and should be possible to suppress, and also that the default > ticket display does not allow editing the fields directly. We are > considering creating a new ticket display page which combines the > contents from Basics (Ticket/Modify.html) and History > (Ticket/History.html). This is fairly easy to implement, I guess. We have now implemented a variant of the Jumbo edit page, calling it ./local/html/Ticket/Edit.html. The idea is to allow this page to be used as the default ticket display page (instead of Ticket/Display.html). The user can now edit the ticket directly, having access to the ticket history in the same page. We need to test this functionality a bit more, but I wonder if something like this could be considered for inclusion into RT. > Maybe one could even add a user preference for default ticket display > page. I tried to register a new User Custom Field, naming the Field 'PreferEditDisplay', and allowing two values for the field: 'Edit' or 'Display'. I have registered the value 'Edit' for a specific user for this Custom Field, but I am not able to extract the value programmatically. I expected the following code to work, but I get no values back. my $UserObj = RT::User->new( $session{'CurrentUser'} ); my $cf_values = $UserObj->CustomFieldValues('PreferEditDisplay'); I tried to enable DBI tracing, expecting to observe some relevant SELECT-statements from the objectcustomfieldvalues table, but there are none. rt4=> select content, disabled from objectcustomfieldvalues where customfield=(select id from customfields where name='PreferEditDisplay'); content | disabled ---------+---------- Edit | 1 Display | 1 Edit | 0 Any hints on how to extract custom field values for a specific custom field, and a specific User object? -- - Vegard V - From elacour at easter-eggs.com Wed Jun 1 06:01:10 2016 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 1 Jun 2016 12:01:10 +0200 Subject: [rt-users] Alternative GUIs for RT? In-Reply-To: <1s37oxdylv.fsf@voll.uninett.no> References: <1s60wu4fqr.fsf@voll2.uninett.no> <1s37oxdylv.fsf@voll.uninett.no> Message-ID: <574EB266.9080905@easter-eggs.com> Le 01/06/2016 11:53, Vegard Vesterheim a ?crit : > > > I tried to register a new User Custom Field, naming the Field > 'PreferEditDisplay', and allowing two values for the field: 'Edit' or > 'Display'. I have registered the value 'Edit' for a specific user for > this Custom Field, but I am not able to extract the value > programmatically. I expected the following code to work, but I get no > values back. > > my $UserObj = RT::User->new( $session{'CurrentUser'} ); > my $cf_values = $UserObj->CustomFieldValues('PreferEditDisplay'); > You just wan't: my $cf_value = $UserObj->FirstCustomFieldValue('PreferEditDisplay'); I think. From vegard.vesterheim at uninett.no Wed Jun 1 07:13:53 2016 From: vegard.vesterheim at uninett.no (Vegard Vesterheim) Date: Wed, 01 Jun 2016 13:13:53 +0200 Subject: [rt-users] Alternative GUIs for RT? In-Reply-To: <574EB266.9080905@easter-eggs.com> (Emmanuel Lacour's message of "Wed, 1 Jun 2016 12:01:10 +0200") References: <1s60wu4fqr.fsf@voll2.uninett.no> <1s37oxdylv.fsf@voll.uninett.no> <574EB266.9080905@easter-eggs.com> Message-ID: <1sshwxcgb2.fsf@voll.uninett.no> On Wed, 1 Jun 2016 12:01:10 +0200 Emmanuel Lacour wrote: > Le 01/06/2016 11:53, Vegard Vesterheim a ?crit : >> >> >> I tried to register a new User Custom Field, naming the Field >> 'PreferEditDisplay', and allowing two values for the field: 'Edit' or >> 'Display'. I have registered the value 'Edit' for a specific user for >> this Custom Field, but I am not able to extract the value >> programmatically. I expected the following code to work, but I get no >> values back. >> >> my $UserObj = RT::User->new( $session{'CurrentUser'} ); >> my $cf_values = $UserObj->CustomFieldValues('PreferEditDisplay'); >> > > You just wan't: > > my $cf_value = $UserObj->FirstCustomFieldValue('PreferEditDisplay'); > > I think. Yes, but I had tried that as well, same result. I found a solution, I think the problem was related to loading the correct User Object. The following works: my $UserObj = $session{'CurrentUser'}->UserObj; my $cf_value = $UserObj->FirstCustomFieldValue('PreferEditDisplay'); I would have thought that RT::User->new($session{'CurrentUser'}) and $session{'CurrentUser'}->UserObj would be equivalent, but apparently not. Thanks for the hint. -- - Vegard V - From elacour at easter-eggs.com Wed Jun 1 08:39:58 2016 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 1 Jun 2016 14:39:58 +0200 Subject: [rt-users] Alternative GUIs for RT? In-Reply-To: <1sshwxcgb2.fsf@voll.uninett.no> References: <1s60wu4fqr.fsf@voll2.uninett.no> <1s37oxdylv.fsf@voll.uninett.no> <574EB266.9080905@easter-eggs.com> <1sshwxcgb2.fsf@voll.uninett.no> Message-ID: <574ED79E.8090304@easter-eggs.com> Le 01/06/2016 13:13, Vegard Vesterheim a ?crit : > > > I found a solution, I think the problem was related to loading the > correct User Object. > indeed, I misread you're code :( > The following works: > > my $UserObj = $session{'CurrentUser'}->UserObj; > my $cf_value = $UserObj->FirstCustomFieldValue('PreferEditDisplay'); > > I would have thought that > RT::User->new($session{'CurrentUser'}) > and > $session{'CurrentUser'}->UserObj > > would be equivalent, but apparently not. > no, either: my $UserObj = RT::User->new($session{'CurrentUser'}); $UserObj->Load(a user name); or in your case, just $session{'CurrentUser'}->UserObj > Thanks for the hint. > you're welcome -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From cloos at netcologne.de Wed Jun 1 09:17:15 2016 From: cloos at netcologne.de (Christian Loos) Date: Wed, 1 Jun 2016 15:17:15 +0200 Subject: [rt-users] Alternative GUIs for RT? In-Reply-To: <1s37oxdylv.fsf@voll.uninett.no> References: <1s60wu4fqr.fsf@voll2.uninett.no> <1s37oxdylv.fsf@voll.uninett.no> Message-ID: <574EE05B.5070506@netcologne.de> Am 01.06.2016 um 11:53 schrieb Vegard Vesterheim: > I tried to register a new User Custom Field, naming the Field > 'PreferEditDisplay', and allowing two values for the field: 'Edit' or > 'Display'. I have registered the value 'Edit' for a specific user for > this Custom Field, but I am not able to extract the value > programmatically. I expected the following code to work, but I get no > values back. > > my $UserObj = RT::User->new( $session{'CurrentUser'} ); > my $cf_values = $UserObj->CustomFieldValues('PreferEditDisplay'); You can easily add custom user preferences. Have a look here: https://github.com/tbrumm/RT-Extension-SideBySideView/blob/master/lib/RT/Extension/SideBySideView.pm#L9-L17 This new preference is used here: https://github.com/tbrumm/RT-Extension-SideBySideView/blob/master/html/Callbacks/SideBySideView/Ticket/Display.html/BeforeShowSummary#L15 Chris From shawn at bestpractical.com Wed Jun 1 11:57:13 2016 From: shawn at bestpractical.com (Shawn Moore) Date: Wed, 1 Jun 2016 11:57:13 -0400 Subject: [rt-users] Critical error after upgrading to RT 4.4.0 In-Reply-To: <1784393.vgqTaAxWz6@xmper8q3.gcv.dom> References: <1784393.vgqTaAxWz6@xmper8q3.gcv.dom> Message-ID: Hi Cris, On 2016?6?1? at 5:58:31, Guadagnino Cristiano (guadagnino.cristiano at creval.it) wrote: > Yesterday I upgraded from RT 4.2.12 to RT 4.4.0. > > Today I am sometimes getting errors like this: > > [30091] [Wed Jun 1 09:13:03 2016] [critical]: Couldn't create ticket groups for ticket > 133221. aborting Ticket creation. (/opt/rt4/sbin/../lib/RT/Ticket.pm:444) > > [30091] [Wed Jun 1 09:13:03 2016] [crit]: Ticket creation failed: I: AGG MAGGIO 2016.xlsx: > Ticket could not be created due to an internal error (/opt/rt4/sbin/../lib/RT/Interface/Email.pm: > 697) This is the first we?ve seen of this error. :/ If you can send over a stack trace that will help track it down. Adding this to your site config will do so: Set($LogStackTraces, ?error"); > I am having difficulty understanding where the problem is (what's the meaning of "ticket > groups"?) and hence how to solve it. Ticket groups are the groups that contain AdminCcs, Ccs, Requestors, etc. > Please help!!! Do you have any customizations? Which extensions are installed? And which database are you on? > Cris Best of luck, Shawn From mirebob at gmail.com Thu Jun 2 11:38:05 2016 From: mirebob at gmail.com (=?UTF-8?B?UsOpbWk=?=) Date: Thu, 2 Jun 2016 17:38:05 +0200 Subject: [rt-users] can't paste images in line In-Reply-To: References: Message-ID: Hi Andrea, I had the same problem and wrote an extension to be able to attach an image to a ticket from the clipboard (this create an attachment to the ticket, its not *inline*). The extension was written for RT 4.2, 2 years ago and I did not test it with newer RT version nor with new browsers versions http://lists.bestpractical.com/pipermail/rt-devel/2014-January/012012.html https://github.com/valmiRe/rt-extension-pasteimageattachment I can see in RT 4.4 release notes that they include *a modern file upload interface* * RT now has a modern file upload interface which allows you to select multiple files in one fell swoop, drag and drop attachments onto RT, and inline preview certain file types like images. hope this helps R?mi 2016-05-30 19:21 GMT+02:00 Andrea Caputto : > Hello, i want to paste images or screenshots in new tickets or commented > but i cant, maybe is related with this: > > http://www.gossamer-threads.com/lists/rt/users/109983 > > Anyone can help me? > > Thanks! > -- > Andrea Caputto > > --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Los Angeles - September, 2016 > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From androponia at gmail.com Thu Jun 2 12:00:35 2016 From: androponia at gmail.com (Andrea Caputto) Date: Thu, 02 Jun 2016 16:00:35 +0000 Subject: [rt-users] can't paste images in line In-Reply-To: References: Message-ID: Thanks! RT 4.4 has a drag and drop attachment its nice, but i want to paste, htlm or images like screenshot directly in the comment..... El jue., 2 jun. 2016 a las 12:38, R?mi () escribi?: > Hi Andrea, > > I had the same problem and wrote an extension to be able to attach an > image to a ticket from the clipboard (this create an attachment to the > ticket, its not *inline*). The extension was written for RT 4.2, 2 years > ago and I did not test it with newer RT version nor with new browsers > versions > http://lists.bestpractical.com/pipermail/rt-devel/2014-January/012012.html > https://github.com/valmiRe/rt-extension-pasteimageattachment > > I can see in RT 4.4 release notes that they include *a modern file upload > interface* > * RT now has a modern file upload interface which allows you to select > multiple files in one fell swoop, drag and drop attachments onto RT, and > inline preview certain file types like images. > > hope this helps > R?mi > > > > 2016-05-30 19:21 GMT+02:00 Andrea Caputto : > >> Hello, i want to paste images or screenshots in new tickets or commented >> but i cant, maybe is related with this: >> >> http://www.gossamer-threads.com/lists/rt/users/109983 >> >> Anyone can help me? >> >> Thanks! >> -- >> Andrea Caputto >> >> --------- >> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training >> * Los Angeles - September, 2016 >> >> > -- Andrea Caputto -------------- next part -------------- An HTML attachment was scrubbed... URL: From mirebob at gmail.com Fri Jun 3 05:16:44 2016 From: mirebob at gmail.com (=?UTF-8?B?UsOpbWk=?=) Date: Fri, 3 Jun 2016 11:16:44 +0200 Subject: [rt-users] can't paste images in line In-Reply-To: References: Message-ID: you can paste image with firefox, it automatically convert the image in base64, other browsers behave differently 2016-06-02 18:00 GMT+02:00 Andrea Caputto : > Thanks! RT 4.4 has a drag and drop attachment its nice, but i want to > paste, htlm or images like screenshot directly in the comment..... > > El jue., 2 jun. 2016 a las 12:38, R?mi () escribi?: > >> Hi Andrea, >> >> I had the same problem and wrote an extension to be able to attach an >> image to a ticket from the clipboard (this create an attachment to the >> ticket, its not *inline*). The extension was written for RT 4.2, 2 years >> ago and I did not test it with newer RT version nor with new browsers >> versions >> http://lists.bestpractical.com/pipermail/rt-devel/2014-January/012012.html >> https://github.com/valmiRe/rt-extension-pasteimageattachment >> >> I can see in RT 4.4 release notes that they include *a modern file upload >> interface* >> * RT now has a modern file upload interface which allows you to select >> multiple files in one fell swoop, drag and drop attachments onto RT, and >> inline preview certain file types like images. >> >> hope this helps >> R?mi >> >> >> >> 2016-05-30 19:21 GMT+02:00 Andrea Caputto : >> >>> Hello, i want to paste images or screenshots in new tickets or commented >>> but i cant, maybe is related with this: >>> >>> http://www.gossamer-threads.com/lists/rt/users/109983 >>> >>> Anyone can help me? >>> >>> Thanks! >>> -- >>> Andrea Caputto >>> >>> --------- >>> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training >>> * Los Angeles - September, 2016 >>> >>> >> -- > Andrea Caputto > -------------- next part -------------- An HTML attachment was scrubbed... URL: From androponia at gmail.com Fri Jun 3 09:07:39 2016 From: androponia at gmail.com (Andrea Caputto) Date: Fri, 03 Jun 2016 13:07:39 +0000 Subject: [rt-users] can't paste images in line In-Reply-To: References: Message-ID: Its not working well , because it dosent paste it deffinitly El vie., 3 jun. 2016 a las 6:16, R?mi () escribi?: > you can paste image with firefox, it automatically convert the image in > base64, other browsers behave differently > > 2016-06-02 18:00 GMT+02:00 Andrea Caputto : > >> Thanks! RT 4.4 has a drag and drop attachment its nice, but i want to >> paste, htlm or images like screenshot directly in the comment..... >> >> El jue., 2 jun. 2016 a las 12:38, R?mi () escribi?: >> >>> Hi Andrea, >>> >>> I had the same problem and wrote an extension to be able to attach an >>> image to a ticket from the clipboard (this create an attachment to the >>> ticket, its not *inline*). The extension was written for RT 4.2, 2 years >>> ago and I did not test it with newer RT version nor with new browsers >>> versions >>> >>> http://lists.bestpractical.com/pipermail/rt-devel/2014-January/012012.html >>> https://github.com/valmiRe/rt-extension-pasteimageattachment >>> >>> I can see in RT 4.4 release notes that they include *a modern file >>> upload interface* >>> * RT now has a modern file upload interface which allows you to select >>> multiple files in one fell swoop, drag and drop attachments onto RT, and >>> inline preview certain file types like images. >>> >>> hope this helps >>> R?mi >>> >>> >>> >>> 2016-05-30 19:21 GMT+02:00 Andrea Caputto : >>> >>>> Hello, i want to paste images or screenshots in new tickets or >>>> commented but i cant, maybe is related with this: >>>> >>>> http://www.gossamer-threads.com/lists/rt/users/109983 >>>> >>>> Anyone can help me? >>>> >>>> Thanks! >>>> -- >>>> Andrea Caputto >>>> >>>> --------- >>>> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training >>>> * Los Angeles - September, 2016 >>>> >>>> >>> -- >> Andrea Caputto >> > > -- Andrea Caputto -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Fri Jun 3 09:13:14 2016 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 3 Jun 2016 15:13:14 +0200 Subject: [rt-users] can't paste images in line In-Reply-To: References: Message-ID: Le 30/05/2016 ? 19:21, Andrea Caputto a ?crit : > Hello, i want to paste images or screenshots in new tickets or commented > but i cant, maybe is related with this: > > http://www.gossamer-threads.com/lists/rt/users/109983 > > Anyone can help me? > have a look at this: https://issues.bestpractical.com/Ticket/Display.html?id=32043 here it works fine, ckeditor convert copy/paste to data:base64 inline images, but: RT may not display it because: - src:data isn't allowed (see RT::Extension::PermissiveHTML to fix this) - src:data need to increase $MaxInlineBody to display it - src:data isn't displayed in all mail user agents, like gmail for example with the above patch, it works. From androponia at gmail.com Fri Jun 3 09:25:08 2016 From: androponia at gmail.com (Andrea Caputto) Date: Fri, 03 Jun 2016 13:25:08 +0000 Subject: [rt-users] can't paste images in line In-Reply-To: References: Message-ID: Hello Emmanuel thanks for your comment, it is right if i put : Set($RT::Extension::PermissiveHTML, '1'); ? How do i modify maxlines? Thanks!! El vie., 3 jun. 2016 a las 10:13, Emmanuel Lacour () escribi?: > Le 30/05/2016 ? 19:21, Andrea Caputto a ?crit : > > Hello, i want to paste images or screenshots in new tickets or commented > > but i cant, maybe is related with this: > > > > http://www.gossamer-threads.com/lists/rt/users/109983 > > > > Anyone can help me? > > > > have a look at this: > > https://issues.bestpractical.com/Ticket/Display.html?id=32043 > > here it works fine, ckeditor convert copy/paste to data:base64 inline > images, but: > > RT may not display it because: > > - src:data isn't allowed (see RT::Extension::PermissiveHTML to fix this) > - src:data need to increase $MaxInlineBody to display it > - src:data isn't displayed in all mail user agents, like gmail for example > > with the above patch, it works. > --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Los Angeles - September, 2016 > -- Andrea Caputto -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Fri Jun 3 09:43:10 2016 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 3 Jun 2016 15:43:10 +0200 Subject: [rt-users] can't paste images in line In-Reply-To: References: Message-ID: <8a24d1ca-6ecc-c30b-dba4-3faa64d6d64b@easter-eggs.com> Le 03/06/2016 ? 15:25, Andrea Caputto a ?crit : > Hello Emmanuel thanks for your comment, it is right if i put : > > Set($RT::Extension::PermissiveHTML, '1'); > Install the extension and follow the configuration doc. Here I had: Plugin('RT::Extension::PermissiveHTMLMail'); Set($MaxInlineBody, 1000000); Set($ShowTransactionImages, 1); # (default) and the file: $ cat rt/local/lib/RT/Interface/Web_Local.pm package HTML::Mason::Commands; # Show inline data images (mostly for Ctrl+v in richtext editor) $SCRUBBER_RULES{'img'}->{'src'} .= "|".qr/^data:/i if RT->Config->Get('ShowTransactionImages'); 1; thought I prefer now the patch I submited in the ticket. From vibha at cs.stonybrook.edu Fri Jun 3 15:25:53 2016 From: vibha at cs.stonybrook.edu (Vibha Mullick) Date: Fri, 3 Jun 2016 15:25:53 -0400 Subject: [rt-users] Add an existing field to Action=Respond interface In-Reply-To: <008c01d1b4ce$a91abee0$fb503ca0$@pet.cam.ac.uk> References: 689ada2d6107e9e8a99216ace58ceb17@mail.gmail.com <008c01d1b4ce$a91abee0$fb503ca0$@pet.cam.ac.uk> Message-ID: <9f152164fe274e9e5336dd06a8253970@mail.gmail.com> I finally got to this email. Would you know of any FAQ that explains the steps to add an extension? I have an /rt/local/plugin directory ; Don?t know what to do from there. *From:* G. Dawson [mailto:gd250 at hermes.cam.ac.uk] *On Behalf Of *Gareth Dawson *Sent:* Monday, May 23, 2016 4:40 AM *To:* 'Vibha Mullick' *Subject:* RE: [rt-users] Add an existing field to Action=Respond interface There is an extension for adding queue to the update screen: http://requesttracker.wikia.com/wiki/Extension_-_Queue_Change_On_Update and one to add custom fields: http://requesttracker.wikia.com/wiki/DisplayCustomFieldsOnTicketUpdatePage Gareth *From:* rt-users [mailto:rt-users-bounces at lists.bestpractical.com ] *On Behalf Of *Vibha Mullick *Sent:* 20 May 2016 19:50 *To:* rt-users at lists.bestpractical.com *Subject:* [rt-users] Add an existing field to Action=Respond interface In the UI of resolving and updating tickets, on the right hand side you get a little box titled Ticket and Transaction with the following options: Update Type; Status; Owner; Worked. Is it possible to expand this box and have extra updated options in there such as ?Queue?? -------------- next part -------------- An HTML attachment was scrubbed... URL: From maks at activetelephones.com Fri Jun 3 15:31:59 2016 From: maks at activetelephones.com (maks) Date: Fri, 3 Jun 2016 15:31:59 -0400 Subject: [rt-users] Scrip check multiple fields Message-ID: <6fca2efe-8d49-abd8-cdca-e5bbead346aa@activetelephones.com> Hello, Would someone be kind enough to provide me with an example of checking against multiple fields in a scrip custom condition? For example the below scrip checks if Owner is being set to 9. How can I also check which queue the ticket is currently in within the same condition? return 0 unless $self->TransactionObj->Type eq "Set"; return 0 unless $self->TransactionObj->Field eq "Owner"; return 0 unless $self->TransactionObj->NewValue eq "9"; return 1; Thanks, *--Maks* Ext 201 P. 203-876-7978 - F. 203-876-2810 maks at activetelephones.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Sat Jun 4 08:52:47 2016 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Sat, 4 Jun 2016 14:52:47 +0200 Subject: [rt-users] Scrip check multiple fields In-Reply-To: <6fca2efe-8d49-abd8-cdca-e5bbead346aa@activetelephones.com> References: <6fca2efe-8d49-abd8-cdca-e5bbead346aa@activetelephones.com> Message-ID: Le 03/06/2016 ? 21:31, maks a ?crit : > Hello, > > How can I > also check which queue the ticket is currently in within the same condition? > return 0 unless $self->TicketObj->QueueObj->Name eq 'blah'; From jpeltier at sfu.ca Sat Jun 4 14:57:45 2016 From: jpeltier at sfu.ca (James A. Peltier) Date: Sat, 4 Jun 2016 11:57:45 -0700 (PDT) Subject: [rt-users] Reproducible RT Configuration management In-Reply-To: References: Message-ID: <1220152146.1377977.1465066665270.JavaMail.zimbra@sfu.ca> We script the base install including the setup of the base PERL/CPAN stuff, the installation of the base RT base system using the typical make + make install and then we run scripts to populate the RT database using scripts. We have chosen _not_ to alter the base initial data file because we don't want to have to keep track of any changes that may happen from version to version. Since the database is provided by our database group we initialize the database in the following way /opt/rt4/sbin/rt-setup-database --dba-password=$RT_DB_PASS --action init --skip-create This creates the database shell with just the default content to get a functioning RT install. We then enable full text searching using /opt/rt4/sbin/rt-setup-fulltext-index --dba ${RT_DB_USER} --dba-password ${RT_DB_PASS} --table=AttachmentsIndex --column=ContentIndex --index-type=GIN followed by installing any plugins that we need to install using a git checkout + make + make install + make initdb (if required). We version control all the configuration files and drop them into place when needed. So far this has allowed us to get a fully reproducible base installation of RT. We then apply our scripts to add custom fields, populate their values, make changes to initial data configurations such as default templates and scrips, etc. This makes for an easy way to create the base RT with all our customizations. We only run this if we're running tests to ensure that starting from scratch still works as expected, otherwise we make a backup of the database and just restore that because it's _so much faster_. ----- Original Message ----- | | Hi, | | I've had a look through the list archives and seen a couple of mentions | of this but nothing recent and thought I'd ask again in case there is | something new out there. | | What are people doing to manage reproducable deployments of RT other | than just dumping the database of a production machine and loading on a | development one. | | I am using puppet currently to deploy RT. | | Puppet does a good job of getting RT installed and running. | | I am struggling with how to manage the RT configuration itself, the | stuff that is done from within the web interface or from initialdata | using rt-setup-database. | | We use vagrant for the development environment and the ideal situation | is that running "vagrant up" will bring up a copy of RT running the | latest config. | | I want all changes on the production machines done not by the web | interface but in some sort of reproducable way. | | What I have so far is a hacked up solution using a custom script to call | rt_setup_database and using my own custom fragments to init the data. | | The main issue here is I wanted it to be idempotent so if called from | puppet no harm is done if it has already made the change. | | So far I'm doing ugly things like using the @Init section to check if a | particular change exists in the database already and not making it if it | does. This also prevents adding multiple entries for things when the | code is run multiple times. | | My solution is working although it feels clunky. | | I guess one better option would be a full puppet implementation modeling all | of | Rt's configuration. That just felt like a job far too big to tackle :(. | | Does anyone have any suggestions or stories of how they are managing | this situation? | | Kind regards | Bart | -- | | Bart Bunting - URSYS | PH: 02 87452811 | Mbl: 0409560005 | --------- | RT 4.4 and RTIR Training Sessions https://bestpractical.com/training | * Los Angeles - September, 2016 | -- James A. Peltier IT Services - Research Computing Group Simon Fraser University - Burnaby Campus Phone : 604-365-6432 Fax : 778-782-3045 E-Mail : jpeltier at sfu.ca Website : http://www.sfu.ca/itservices Twitter : @sfu_rcg Powering Engagement Through Technology From guadagnino.cristiano at creval.it Mon Jun 6 04:09:22 2016 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Mon, 6 Jun 2016 08:09:22 +0000 Subject: [rt-users] Critical error after upgrading to RT 4.4.0 In-Reply-To: References: <1784393.vgqTaAxWz6@xmper8q3.gcv.dom> Message-ID: <2478869.mmS29qrjT0@xmper8q3.gcv.dom> Hi Shawn! Il mercoled? 1 giugno 2016 alle 11:57:13 CEST, Shawn Moore ha scritto: > This is the first we?ve seen of this error. :/ If you can send over a stack > trace that will help track it down. Adding this to your site config will do > so: > > Set($LogStackTraces, ?error"); OK, I put it in. Fortunately the error is quite sporadic (one or two times a day), so it will be sometime before I get a stack trace. Where do I find stack traces when they are generated? > > I am having difficulty understanding where the problem is (what's the > > meaning of "ticket groups"?) and hence how to solve it. > > Ticket groups are the groups that contain AdminCcs, Ccs, Requestors, etc. Uhm. The only thing I can think of is that I have added a custom role. Maybe this is the thing that's giving me problems? Apparently however the custom role is behaving well. > Do you have any customizations? Which extensions are installed? And which > database are you on? I have these plugins: Plugin('RT::Extension::ExtractCustomFieldValues'); Plugin('RT::Extension::ReportSpam'); Plugin('RT::Extension::CustomFieldsOnUpdate'); Plugin('RT::Extension::Announce'); Plus, I have a few customizations: - show status and priority in color - my own FlexibleSignature I am on mysql 5.1.73 (CentOS 6.7) Thank you! Cris -------------- next part -------------- An HTML attachment was scrubbed... URL: From jvdwege at xs4all.nl Mon Jun 6 04:56:06 2016 From: jvdwege at xs4all.nl (Joop) Date: Mon, 6 Jun 2016 10:56:06 +0200 Subject: [rt-users] Critical error after upgrading to RT 4.4.0 In-Reply-To: <2478869.mmS29qrjT0@xmper8q3.gcv.dom> References: <1784393.vgqTaAxWz6@xmper8q3.gcv.dom> <2478869.mmS29qrjT0@xmper8q3.gcv.dom> Message-ID: <57553AA6.30102@xs4all.nl> On 6-6-2016 10:09, Guadagnino Cristiano wrote: > Plus, I have a few customizations: > > - show status and priority in color > Thats interesting :-) I'm running 4.4.0 too and also an upgrade from but from 4.0.X but I can't get to show status in color. I had the extended_status coloring from the wiki but that doesn't work anymore. I had a quick look but at the moment I'm swamped by other stuff than RT :-( Can you share your mods? TIA, Joop -------------- next part -------------- An HTML attachment was scrubbed... URL: From guadagnino.cristiano at creval.it Mon Jun 6 05:41:05 2016 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Mon, 6 Jun 2016 09:41:05 +0000 Subject: [rt-users] Critical error after upgrading to RT 4.4.0 In-Reply-To: <57553AA6.30102@xs4all.nl> References: <1784393.vgqTaAxWz6@xmper8q3.gcv.dom> <2478869.mmS29qrjT0@xmper8q3.gcv.dom> <57553AA6.30102@xs4all.nl> Message-ID: <3476153.Bj77KgKlO9@xmper8q3.gcv.dom> Sorry Joop, it's the same here. I still have colored priority labels, but the status label isn't colored anymore starting from 4.0.x. As I'm swamped, too, I don't have the time to remove that customization since it seems it doesn't do any harm besides being non-functional. Cris Il luned? 6 giugno 2016 alle 10:56:06 CEST, Joop ha scritto: On 6-6-2016 10:09, Guadagnino Cristiano wrote: Plus, I have a few customizations: - show status and priority in color Thats interesting :-) I'm running 4.4.0 too and also an upgrade from but from 4.0.X but I can't get to show status in color. I had the extended_status coloring from the wiki but that doesn't work anymore. I had a quick look but at the moment I'm swamped by other stuff than RT :-( Can you share your mods? TIA, Joop -------------- next part -------------- An HTML attachment was scrubbed... URL: From vegard.vesterheim at uninett.no Tue Jun 7 03:29:04 2016 From: vegard.vesterheim at uninett.no (Vegard Vesterheim) Date: Tue, 07 Jun 2016 09:29:04 +0200 Subject: [rt-users] Alternative GUIs for RT? In-Reply-To: <574EE05B.5070506@netcologne.de> (Christian Loos's message of "Wed, 1 Jun 2016 15:17:15 +0200") References: <1s60wu4fqr.fsf@voll2.uninett.no> <1s37oxdylv.fsf@voll.uninett.no> <574EE05B.5070506@netcologne.de> Message-ID: <1s1t49pidb.fsf@voll.uninett.no> On Wed, 1 Jun 2016 15:17:15 +0200 Christian Loos wrote: > Am 01.06.2016 um 11:53 schrieb Vegard Vesterheim: >> I tried to register a new User Custom Field, naming the Field >> 'PreferEditDisplay', and allowing two values for the field: 'Edit' or >> 'Display'. I have registered the value 'Edit' for a specific user for >> this Custom Field, but I am not able to extract the value >> programmatically. I expected the following code to work, but I get no >> values back. >> >> my $UserObj = RT::User->new( $session{'CurrentUser'} ); >> my $cf_values = $UserObj->CustomFieldValues('PreferEditDisplay'); > > > You can easily add custom user preferences. > Have a look here: > https://github.com/tbrumm/RT-Extension-SideBySideView/blob/master/lib/RT/Extension/SideBySideView.pm#L9-L17 Ah, this is much better than using a User Custom Field, since this is a custom user preference after all. Thank you. > This new preference is used here: > https://github.com/tbrumm/RT-Extension-SideBySideView/blob/master/html/Callbacks/SideBySideView/Ticket/Display.html/BeforeShowSummary#L15 I ended up using the EachRow callback from CollectionList. I sneakingly alter the link for the Ticket landing page (from Display.html to our local Edit.html) according to the user preference. The callback hooks in RT is *very* useful for doing these sorts of hacks;-) -- - Vegard V - From androponia at gmail.com Tue Jun 7 13:35:29 2016 From: androponia at gmail.com (Andrea Caputto) Date: Tue, 07 Jun 2016 17:35:29 +0000 Subject: [rt-users] can't paste images in line In-Reply-To: <8a24d1ca-6ecc-c30b-dba4-3faa64d6d64b@easter-eggs.com> References: <8a24d1ca-6ecc-c30b-dba4-3faa64d6d64b@easter-eggs.com> Message-ID: are you sure that extension is working for RT 4.4? Thanks El vie., 3 jun. 2016 a las 10:43, Emmanuel Lacour () escribi?: > Le 03/06/2016 ? 15:25, Andrea Caputto a ?crit : > > Hello Emmanuel thanks for your comment, it is right if i put : > > > > Set($RT::Extension::PermissiveHTML, '1'); > > > > Install the extension and follow the configuration doc. Here I had: > > Plugin('RT::Extension::PermissiveHTMLMail'); > Set($MaxInlineBody, 1000000); > Set($ShowTransactionImages, 1); # (default) > > > and the file: > > $ cat rt/local/lib/RT/Interface/Web_Local.pm > package HTML::Mason::Commands; > > # Show inline data images (mostly for Ctrl+v in richtext editor) > $SCRUBBER_RULES{'img'}->{'src'} .= "|".qr/^data:/i if > RT->Config->Get('ShowTransactionImages'); > > 1; > > > > thought I prefer now the patch I submited in the ticket. > -- Andrea Caputto -------------- next part -------------- An HTML attachment was scrubbed... URL: From barton at bywatersolutions.com Tue Jun 7 15:05:23 2016 From: barton at bywatersolutions.com (Barton Chittenden) Date: Tue, 7 Jun 2016 15:05:23 -0400 Subject: [rt-users] Escaping '<' and '>' in comments/replies and canned responses. In-Reply-To: References: Message-ID: On Fri, Apr 22, 2016 at 1:27 PM, Barton Chittenden < barton at bywatersolutions.com> wrote: > In a further twist, html entities display correctly on the "Article > Display" page, but when the canned response is actually *used*, I see > html entities in the reply editor... but if I include text like , > 'foo' is removed in the reply editor... I have no way of including > something that looks like an xml tag in a canned response. > > Any further thoughts on this? I'm trying to create canned responses that involve changes to XML configuration files, and all of the tags end up empty. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Daniel.Moore at osbornewood.com Tue Jun 7 15:32:05 2016 From: Daniel.Moore at osbornewood.com (Daniel Moore) Date: Tue, 7 Jun 2016 19:32:05 +0000 Subject: [rt-users] Trouble Forwarding History When it's over a few KB Message-ID: <54B02CD784365C4DAF3841D1FDC7632865E4CB1B@EXCHANGE.osborne.local> Hello, Just curious to know if any has had an issue when they try to forward the History on a Ticket and it not go through the mail system when it's larger than 100 KB? I can send if I only forward one section but there are times when we need to forward more. Most of the time we need the picture attachments that I have in-line. I think I am using FetchMail on Ubuntu CLI V/R, Daniel Moore IT Systems Technician Osborne Wood Products, Inc. [osborne] P: 706.282.5764 -------------- next part -------------- A non-text attachment was scrubbed... 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If you are not the intended recipient, you must not review, retransmit, convert to hard copy, photocopy, use or disseminate this email or any attachments to it. If you have received this email in error, please notify us immediately by return email and delete this message. Please note that if this email contains a forwarded message or is a reply to a prior message, some or all of the contents of this message or any attachments may not have been produced by our firm. *As our firm may be deemed a debt collector, if your payment is in default, we may be attempting to collect a debt on behalf of the association, and any information obtained may be used for that purpose.* -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: facebook-24x24.png Type: image/png Size: 814 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... 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Name: linkedin-24x24.png Type: image/png Size: 875 bytes Desc: not available URL: From elacour at easter-eggs.com Tue Jun 7 17:33:39 2016 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 7 Jun 2016 23:33:39 +0200 Subject: [rt-users] remove large attachments and replace with download link In-Reply-To: References: Message-ID: Le 07/06/2016 ? 23:23, Hugo Escobar a ?crit : > We need to give our users the possibility of receiving large files (say >> 10MB) > > Knowing the attachment size limit all email services impose, we thought > there should be a way to tell RT to replace large attachments with a > download > link when constructing the email message allowing the user to access those > files. > > I've been searching the internet to no avail. > > Have a look at this plugin I just made: http://search.cpan.org/~elacour/RT-Extension-AttachmentFilter-0.01/ It does not do what you ask for, but it can help you to understand the process and now some usefull callbacks. To my knowledge, nobody as done this, but I'm sure it's possible to do it cleanly. Be careful there is code change on file upload between RT 4.2 and 4.4, I still did not work on 4.4 code (but will do soon ...). From elacour at easter-eggs.com Tue Jun 7 17:35:12 2016 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 7 Jun 2016 23:35:12 +0200 Subject: [rt-users] can't paste images in line In-Reply-To: References: <8a24d1ca-6ecc-c30b-dba4-3faa64d6d64b@easter-eggs.com> Message-ID: Le 07/06/2016 ? 19:35, Andrea Caputto a ?crit : > are you sure that extension is working for RT 4.4? > I don't know, I do not have 4.4 on production servers yet (will do soon). From androponia at gmail.com Tue Jun 7 18:47:58 2016 From: androponia at gmail.com (Andrea Caputto) Date: Tue, 07 Jun 2016 22:47:58 +0000 Subject: [rt-users] can't paste images in line In-Reply-To: References: <8a24d1ca-6ecc-c30b-dba4-3faa64d6d64b@easter-eggs.com> Message-ID: Thanks. El El mar, 7 de jun. de 2016 a las 18:35, Emmanuel Lacour < elacour at easter-eggs.com> escribi?: > Le 07/06/2016 ? 19:35, Andrea Caputto a ?crit : > > are you sure that extension is working for RT 4.4? > > > > I don't know, I do not have 4.4 on production servers yet (will do soon). > -- Andrea Caputto -------------- next part -------------- An HTML attachment was scrubbed... URL: From cloos at netcologne.de Wed Jun 8 03:11:26 2016 From: cloos at netcologne.de (Christian Loos) Date: Wed, 8 Jun 2016 09:11:26 +0200 Subject: [rt-users] remove large attachments and replace with download link In-Reply-To: References: Message-ID: <5757C51E.2070006@netcologne.de> Am 07.06.2016 um 23:23 schrieb Hugo Escobar: > We need to give our users the possibility of receiving large files (say >> 10MB) > > Knowing the attachment size limit all email services impose, we thought > there should be a way to tell RT to replace large attachments with a > download > link when constructing the email message allowing the user to access those > files. > > I've been searching the internet to no avail. > > Any help will be appreciated This is possible in RT 4.4 if you use ExternalStorage Type "AmazonS3" [1] and activate the "Direct Linking" feature [2]. Chris [1] https://docs.bestpractical.com/rt/latest/RT_Config.html#External-storage [2] https://docs.bestpractical.com/rt/latest/RT/ExternalStorage/AmazonS3.html#Direct-Linking From phanousk at civ.zcu.cz Wed Jun 8 08:35:39 2016 From: phanousk at civ.zcu.cz (Petr Hanousek) Date: Wed, 8 Jun 2016 14:35:39 +0200 Subject: [rt-users] mail header use by RT In-Reply-To: <20160502140744.GF98726@pcjas.obspm.fr> References: <20160502140744.GF98726@pcjas.obspm.fr> Message-ID: <70fe5fae-9f02-ef69-dc80-376e354cf224@civ.zcu.cz> Hi, I've got an opposite problem: when I make a mail reply or forward, it doesn't matter whether I change the subject (remove RT ID from it) or not. And the mail is attached to the original ticked, although I wanted to create a new one. It appears to me that RT is using the "References" part in the header and the mail subject. Problem is that if you forward the mail outside RT and change subject, nobody then normally knows that it came from RT and therefore if you then send such a mail back to RT, it would be routed elsewhere, than you intended. I don't know whether it's the default behaviour or it's some hack from my predecessor administrators. So, could someone write here, what is the decision process in RT that takes place for a mail to create new ticket or attaching it to an existing one? Thank you, Petr On 2.5.2016 16:07, Albert Shih wrote: > Hi everyone. > > I got some issue about reply mail, some answer (to a mail come from RT) create a new ticket instead > to be merge to the original ticket. > > I would like to known which header is use by RT to see it's a new mail or a > old ticket. > > I find in a mail header > > References: > Message-ID: > X-RT-Loop-Prevention: support.obspm.fr > X-RT-Ticket: support.obspm.fr #28939 > X-Managed-BY: RT 4.2.12 (http://www.bestpractical.com/rt/) > X-RT-Originator: some.one at obspm.fr > > Are they all be used or only X-RT-Ticket is used ? > > Regards. > > JAS > > > > > -- > Albert SHIH > DIO b?timent 15 > Observatoire de Paris > 5 Place Jules Janssen > 92195 Meudon Cedex > France > T?l?phone : +33 1 45 07 76 26/+33 6 86 69 95 71 > xmpp: jas at obspm.fr > Heure local/Local time: > lun 2 mai 2016 16:04:13 CEST > --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Washington DC - May 23 & 24, 2016 > -- +-------------------------------------------------------------------+ Petr Hanousek e-mail: petr.hanousek at cesnet.cz MetaCentrum User Support phone: +420 950 072 112 CESNET z.s.p.o. mobile: +420 606 665 139 location: Zikova 13a, Praha room: 32b Czech Republic +-------------------------------------------------------------------+ From joel.bergmark at t3.se Wed Jun 8 10:34:58 2016 From: joel.bergmark at t3.se (Joel Bergmark) Date: Wed, 8 Jun 2016 14:34:58 +0000 Subject: [rt-users] Expanding ticket numbers Message-ID: <7f3318c8bcaa4af685de7cd13cdb9f02@T3EX01.t3s.local> Hi, Got a bit confused regarding expanding current ticket numbers, tried google this but didn't find anything clear. Ee are using #123456 hence #999999 possible tickets? Problem is that due to spam and other unexpected high volume of tickets we are up to 130000 already, this was much higher than anticipated after just a few months of use and soon this will increase even quicker. Running postgresql and doing below, will previous tickets be mismatched or what will happen in this case? Or is it even necessary will it just automatically expand beyond #999999? select setval('tickets_id_seq', ); Regards, Joel -------------- next part -------------- An HTML attachment was scrubbed... URL: From omen at ucdavis.edu Wed Jun 8 12:01:41 2016 From: omen at ucdavis.edu (Omen Wild) Date: Wed, 8 Jun 2016 09:01:41 -0700 Subject: [rt-users] Send email when a ticket is deleted? Message-ID: <20160608160141.GA6694@descolada.ucdavis.edu> Is there an easy way to have RT send an email when a ticket is deleted? We get some spam to our queues and it would be nice to know if someone already deleted it. Thanks, Omen -- Omen Wild Systems Administrator UC Davis From bbaker at copesan.com Wed Jun 8 14:54:21 2016 From: bbaker at copesan.com (Bryon Baker) Date: Wed, 8 Jun 2016 18:54:21 +0000 Subject: [rt-users] Help With Script performance Message-ID: Using the following script I will on occasion get "Deep recursion on anonymous subroutine". I am one not sure what this means and two I do not have any idea how to fix it. Looking for some ideas from the experts. Thanks. sub Commit { my $self = shift; my $ticket = $self->TicketObj; my $datecreated = $ticket->CreatedObj->Unix; my $datestarted = $ticket->Started; my ($styyyy, $stmm, $stdd, $sthh, $stmn, $stss) = $datestarted =~ /(\d+)-(\d+)-(\d+) (\d+):(\d+):(\d+)/; my $dateresolved; my $timeworded; my $isodateresolved; my $transactions = $ticket->Transactions; $transactions->Limit( FIELD => 'Type', VALUE => 'Status', FIELD => 'NewValue', VALUE => 'closed'); # $transactions->Limit( FIELD => 'Type', VALUE => 'EmailRecord' ); while (my $transaction = $transactions->Next) { #print "Found Transaction\n"; if (defined $transaction->CreatedObj->Unix) { $isodateresolved = $transaction->CreatedObj->ISO; my ($yyyy, $mm, $dd, $hh, $mn, $ss) = $isodateresolved =~ /(\d+)-(\d+)-(\d+) (\d+):(\d+):(\d+)/; my ($defdays, $defhours, $defminutes, $defseconds) = Delta_DHMS($styyyy, $stmm, $stdd, $sthh, $stmn, $stss, $yyyy, $mm, $dd, $hh, $mn, $ss); # later my $timeworded = ($defdays * 24 * 60) + ($defhours * 60) + $defminutes; if ($timeworded < 1) { $timeworded = 1; } $ticket->SetResolved($isodateresolved); $ticket->SetTimeWorked($timeworded); $RT::Logger->debug("Update Resolved on Closed Ticket script Complete for ticket " . $ticket->Id . "\n"); } } return 1; Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 Ext. 2296 * 262-783-6261 Ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" From amarosi at luminance.us.com Thu Jun 9 03:57:30 2016 From: amarosi at luminance.us.com (Andrew Marosi) Date: Thu, 9 Jun 2016 07:57:30 +0000 Subject: [rt-users] Missing Requestor Name from Email Message-ID: <47C3B118D3A34B41888719A0CA82B246263D03C5@USLAXMAIL03.CORP.LAMPARTS.com> Greetings Everyone, We recently decommissioned our Exchange 2007 box ( I know I know....) and pointed all STMP Relay traffic at our Exchange 2010 box. Ever since that change we seem to have lost the name of the person opening the ticket. The From in outlook used to show: Apache apache at rt.domain.com on behalf of John Smith john.smith at domain.com Now it looks like: Apache apache at rt.domain.com on behalf of RT Queue rt at rt.domain.com Email is routed like this: John.smith at domain.com -> Exchange 2010 -> Ex2010 Send Connector to RT Box -> RT Box Then from RT -> Exchange: RT Box Sendmail 8 -> RT Box Postfix Relay -> Exchange 2010 -> John.smith at domain.com I've played with the sendmail arguments, tried different send connector settings in Exchange, and modifying the External Recipient/Mail Contact that we use to facilitate the RT Mailbox; all to no avail... Anyone have some ideas? Thanks in advanced! Andy -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Thu Jun 9 04:48:01 2016 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 9 Jun 2016 10:48:01 +0200 Subject: [rt-users] Expanding ticket numbers In-Reply-To: <7f3318c8bcaa4af685de7cd13cdb9f02@T3EX01.t3s.local> References: <7f3318c8bcaa4af685de7cd13cdb9f02@T3EX01.t3s.local> Message-ID: <57592D41.9050703@easter-eggs.com> Le 08/06/2016 16:34, Joel Bergmark a ?crit : > Hi, > > > > Got a bit confused regarding expanding current ticket numbers, tried > google this but didn?t find anything clear. Ee are using #123456 hence > #999999 possible tickets? Problem is that due to spam and other > unexpected high volume of tickets we are up to 130000 already, this was > much higher than anticipated after just a few months of use and soon > this will increase even quicker. > I don't know the exact limit (the size of int in perl/postgresql), but I know RT instances with tickets numbers above million. From elacour at easter-eggs.com Thu Jun 9 04:50:12 2016 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 9 Jun 2016 10:50:12 +0200 Subject: [rt-users] Send email when a ticket is deleted? In-Reply-To: <20160608160141.GA6694@descolada.ucdavis.edu> References: <20160608160141.GA6694@descolada.ucdavis.edu> Message-ID: <57592DC4.4040809@easter-eggs.com> Le 08/06/2016 18:01, Omen Wild a ?crit : > Is there an easy way to have RT send an email when a ticket is deleted? > We get some spam to our queues and it would be nice to know if someone > already deleted it. > You have to write a custom condition scrip like (untested): return 1 if ( $self->TransactionObj->Type eq 'Status' && $self->TransactionObj->NewValue eq 'deleted' ); -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From ktm at rice.edu Thu Jun 9 13:33:16 2016 From: ktm at rice.edu (ktm at rice.edu) Date: Thu, 9 Jun 2016 12:33:16 -0500 Subject: [rt-users] Scrip to leverage RT-Extension-HistoryFilter? Message-ID: <20160609173316.GM25395@aart.rice.edu> Hi, I want to improve the signal to noise ratio from our system and due to early decisions on the need for notifications, we send too many info messages. Does anyone have a scrip that leverages the HistoryFilter user preference setting to control the types of transactions for which Email is sent, not just in the ticket display. Before I write it myself, I wanted to see if there was existing code that could be leveraged. Any pointers will be appreciated. Regards, Ken From amarosi at luminance.us.com Thu Jun 9 13:33:35 2016 From: amarosi at luminance.us.com (Andrew Marosi) Date: Thu, 9 Jun 2016 17:33:35 +0000 Subject: [rt-users] Missing Requestor Name from Email In-Reply-To: <47C3B118D3A34B41888719A0CA82B246263D03C5@USLAXMAIL03.CORP.LAMPARTS.com> References: <47C3B118D3A34B41888719A0CA82B246263D03C5@USLAXMAIL03.CORP.LAMPARTS.com> Message-ID: <47C3B118D3A34B41888719A0CA82B246263D9690@USLAXMAIL03.CORP.LAMPARTS.com> And of course somehow overnight it decided to fix itself...awesome - wish I could outline what it could have been... Crisis averted. From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andrew Marosi Sent: Thursday, June 9, 2016 12:58 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Missing Requestor Name from Email Greetings Everyone, We recently decommissioned our Exchange 2007 box ( I know I know....) and pointed all STMP Relay traffic at our Exchange 2010 box. Ever since that change we seem to have lost the name of the person opening the ticket. The From in outlook used to show: Apache apache at rt.domain.com on behalf of John Smith john.smith at domain.com Now it looks like: Apache apache at rt.domain.com on behalf of RT Queue rt at rt.domain.com Email is routed like this: John.smith at domain.com -> Exchange 2010 -> Ex2010 Send Connector to RT Box -> RT Box Then from RT -> Exchange: RT Box Sendmail 8 -> RT Box Postfix Relay -> Exchange 2010 -> John.smith at domain.com I've played with the sendmail arguments, tried different send connector settings in Exchange, and modifying the External Recipient/Mail Contact that we use to facilitate the RT Mailbox; all to no avail... Anyone have some ideas? Thanks in advanced! Andy -------------- next part -------------- An HTML attachment was scrubbed... URL: From omen at ucdavis.edu Thu Jun 9 18:28:13 2016 From: omen at ucdavis.edu (Omen Wild) Date: Thu, 9 Jun 2016 15:28:13 -0700 Subject: [rt-users] Send email when a ticket is deleted? In-Reply-To: <57592DC4.4040809@easter-eggs.com> References: <20160608160141.GA6694@descolada.ucdavis.edu> <57592DC4.4040809@easter-eggs.com> Message-ID: <20160609222813.GJ11871@descolada.ucdavis.edu> Quoting Emmanuel Lacour on Thu, Jun 09 10:50: > > You have to write a custom condition scrip like (untested): > > return 1 if ( $self->TransactionObj->Type eq 'Status' && > $self->TransactionObj->NewValue eq 'deleted' ); So ... not easy. Thanks, I'll dig into that if I get some time. -- Omen Wild Systems Administrator Physics From hescobar at afslc.com Thu Jun 9 18:41:03 2016 From: hescobar at afslc.com (Hugo Escobar) Date: Thu, 9 Jun 2016 18:41:03 -0400 Subject: [rt-users] remove large attachments and replace with download link In-Reply-To: <5757C51E.2070006@netcologne.de> References: <5757C51E.2070006@netcologne.de> Message-ID: Thank for your comments and suggestions. We decided to upgrade RT to 4.4 On Wed, Jun 8, 2016 at 3:11 AM, Christian Loos wrote: > Am 07.06.2016 um 23:23 schrieb Hugo Escobar: > > We need to give our users the possibility of receiving large files (say > >> 10MB) > > > > Knowing the attachment size limit all email services impose, we thought > > there should be a way to tell RT to replace large attachments with a > > download > > link when constructing the email message allowing the user to access > those > > files. > > > > I've been searching the internet to no avail. > > > > Any help will be appreciated > > This is possible in RT 4.4 if you use ExternalStorage Type "AmazonS3" > [1] and activate the "Direct Linking" feature [2]. > > Chris > > [1] > https://docs.bestpractical.com/rt/latest/RT_Config.html#External-storage > [2] > > https://docs.bestpractical.com/rt/latest/RT/ExternalStorage/AmazonS3.html#Direct-Linking > -- Regards, Hugo Escobar 4770 Biscayne Blvd, Ste 700 Miami, FL 33137 main: 305.677.0022 support: 305.921.4620 email: hescobar at afslc.com Follow us on Facebook and Linked-In NOTICE: This email and any attachment to this email may contain confidential information. If you are not the intended recipient, you must not review, retransmit, convert to hard copy, photocopy, use or disseminate this email or any attachments to it. If you have received this email in error, please notify us immediately by return email and delete this message. Please note that if this email contains a forwarded message or is a reply to a prior message, some or all of the contents of this message or any attachments may not have been produced by our firm. *As our firm may be deemed a debt collector, if your payment is in default, we may be attempting to collect a debt on behalf of the association, and any information obtained may be used for that purpose.* -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: AFS_logo.png Type: image/png Size: 3183 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: facebook-24x24.png Type: image/png Size: 814 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: linkedin-24x24.png Type: image/png Size: 875 bytes Desc: not available URL: From waldner at cert.at Fri Jun 10 06:02:38 2016 From: waldner at cert.at (Robert Waldner) Date: Fri, 10 Jun 2016 12:02:38 +0200 Subject: [rt-users] Any way to speed up shredding? Message-ID: <575A903E.8090807@cert.at> Hi, I'm trying to get rid of old crud (deleted and rejected tickets, mostly spam) in our RT-DB, and so use rt-shredder. Which seems to work fine, but is so slow that my best estimate for it to finish wiping ~80k tickets is "upwards of 6 months": time ( rt-shredder --force --plugin "Tickets=query,(status = 'rejected' OR status = 'deleted') AND id <610000;limit,10") real 9m33.764s user 0m6.984s sys 0m0.708s Any hints on possibilities to speed this up? (rt-shredder from RT 3.8 (Debian), incl. RT-IR 2.4, postgres backend) Kind regards, robert -- // CERT Austria - Robert Waldner // http://www.cert.at/ - T: +43 1 5056416 78 // Eine Initiative der nic.at GmbH // http://www.nic.at/ - Firmenbuchnummer 172568b, LG Salzburg From cloos at netcologne.de Fri Jun 10 07:03:25 2016 From: cloos at netcologne.de (Christian Loos) Date: Fri, 10 Jun 2016 13:03:25 +0200 Subject: [rt-users] Any way to speed up shredding? In-Reply-To: <575A903E.8090807@cert.at> References: <575A903E.8090807@cert.at> Message-ID: <575A9E7D.1020204@netcologne.de> Am 10.06.2016 um 12:02 schrieb Robert Waldner: > Hi, > > I'm trying to get rid of old crud (deleted and rejected tickets, mostly > spam) in our RT-DB, and so use rt-shredder. Which seems to work fine, > but is so slow that my best estimate for it to finish wiping ~80k > tickets is "upwards of 6 months": > > time ( rt-shredder --force --plugin "Tickets=query,(status = 'rejected' > OR status = 'deleted') AND id <610000;limit,10") > > real 9m33.764s > user 0m6.984s > sys 0m0.708s > > Any hints on possibilities to speed this up? > > (rt-shredder from RT 3.8 (Debian), incl. RT-IR 2.4, postgres backend) There are some database indexes suggested: https://docs.bestpractical.com/rt/4.4.1/RT/Shredder.html#Database-Indexes I use just some if them, es they improve shredding tickets enough for me: CREATE INDEX SHREDDER_CGM3 ON CachedGroupMembers (Via, Id); CREATE UNIQUE INDEX SHREDDER_GM1 ON GroupMembers(MemberId, GroupId); CREATE INDEX SHREDDER_TXN3 ON Transactions(TYPE, OldValue); CREATE INDEX SHREDDER_TXN4 ON Transactions(TYPE, NewValue); Chris From shawn at bestpractical.com Fri Jun 10 16:11:54 2016 From: shawn at bestpractical.com (Shawn Moore) Date: Fri, 10 Jun 2016 16:11:54 -0400 Subject: [rt-users] Critical error after upgrading to RT 4.4.0 In-Reply-To: <2478869.mmS29qrjT0@xmper8q3.gcv.dom> References: <1784393.vgqTaAxWz6@xmper8q3.gcv.dom> <2478869.mmS29qrjT0@xmper8q3.gcv.dom> Message-ID: On 2016?6?6? at 4:14:57, Guadagnino Cristiano (guadagnino.cristiano at creval.it) wrote: > Hi Shawn! Hi Cris, > Uhm. The only thing I can think of is that I have added a custom role. Maybe this is the thing > that's giving me problems? > > Apparently however the custom role is behaving well. I replicated the issue (it happens when a user has CreateTicket but not ShowTicket) and I believe I?ve fixed it. Can you try the following patch? https://github.com/bestpractical/rt/commit/5d0a88d47f141f37fdb8bb7c6e3428c122aff423 The fix will be included as part of RT 4.4.1 as this is definitely a blocker! > Thank you! > > Cris Thanks for helping track this down, and sorry about the trouble. Cheers, Shawn From waveright at gmail.com Fri Jun 10 18:25:23 2016 From: waveright at gmail.com (Todd Wade) Date: Fri, 10 Jun 2016 18:25:23 -0400 Subject: [rt-users] Escaping '<' and '>' in comments/replies and canned responses. In-Reply-To: References: Message-ID: <272a4278-9565-13a0-8704-4863008bdec7@gmail.com> On 6/7/16 3:05 PM, Barton Chittenden wrote: > Any further thoughts on this? I'm trying to create canned responses that > involve changes to XML configuration files, and all of the tags end up > empty. What version are you on? I just pasted some xml in to the ticket content field, created the ticket, and hit reply on that transaction and it seems to be working as expected: http://i.imgur.com/6OqivFd.png This is on 4.4-trunk Regards, From aniket.tripathy at gmail.com Sat Jun 11 09:30:32 2016 From: aniket.tripathy at gmail.com (Aniket Tripathy) Date: Sat, 11 Jun 2016 06:30:32 -0700 (MST) Subject: [rt-users] Custom Role for Approval Mechanism Message-ID: <1465651832974-62003.post@n7.nabble.com> Hi Everybody, Problem statement: In our organization, out of the 20 queues, few queues need the approval mechanism. Approvals are required for specific tickets in the queue, based on scenarios decided by the staff member of the queue. So approvers are not added at the time of ticket creation. Example: the travel queue ticket needs approval from the requestors' manager only when the travelling cost is high. Approach We are taking the following approach, would invite suggestions, enhancement and problems(if any) with this approach1.We are adding a new CustomRole called Approver(multiple values) to each of the queues. 2.The queue staff adds the approver, if necessary, in the people's page after the ticket is created3. A scrip to add ticket in the approval queue whenever an approver is added. Scenarios We are handling 3 scenarios: 1. *Single approver*: Once the approver is added,in the user field, an approval ticket is created and assigned to the approver. 2. *Multiple approvers(need approval from all of them)*. Similar to step 1. add Multiple approvers and that many approval tickets are created, with each approver being the owner of the ticket. 3. *Multiple approvers(approval from any one will do).* We have assumed, if approval from any one will do , they should belong to a particular group, and have equal say in matters. So we add them in the group field. In the scrips the logic is, if the approver is a group, then all the members of the group are added as the AdminCc of the single approval ticket created and any one can approve and close that ticket. Please suggest pros and cons of this approach. Thanks! -- View this message in context: http://requesttracker.8502.n7.nabble.com/Custom-Role-for-Approval-Mechanism-tp62003.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -------------- next part -------------- An HTML attachment was scrubbed... URL: From aniket.tripathy at gmail.com Sat Jun 11 14:28:35 2016 From: aniket.tripathy at gmail.com (aniket tripathy) Date: Sat, 11 Jun 2016 23:58:35 +0530 Subject: [rt-users] Multi tenancy Queue names Message-ID: Hi, Our organization is planning to have multiple tenants in the same RT instance. Say we are an organization X, our clients are businesses of similar types X1, X2... Xn, who in turn have their customers. We want to host X1, X2... X5 in one RT instance, with each client having its own set of queues and we will be having several such RT instances hosting multiple such clients. We have to maintain queues(like Travel, Admin, HR etc) with the same names for all the clients. A single RT instance won't allow multiple queues with the same name. So, we would be naming our queues as _HR,_Admin, _Travel etc. But we don't want to display the tenantId in the UI, we just want to display them as HR, Travel and Admin to the end-users. Has anyone ever tried this approach or has suggestions how to go about it? Any other approaches to handle multi tenancy are most welcome. Thanks!!! -------------- next part -------------- An HTML attachment was scrubbed... URL: From steve at sbsroc.com Mon Jun 13 00:18:34 2016 From: steve at sbsroc.com (Stephen Switzer) Date: Mon, 13 Jun 2016 00:18:34 -0400 Subject: [rt-users] Adding menu items with external data to SelfService Message-ID: <575E341A.3010006@sbsroc.com> Hi Everyone! I have a goal to make RT's Self Service interface a full customer portal where they can log in to see their outstanding invoices as well as report trouble by creating a ticket. I imagine adding a custom field to the users to store an external ID for any user that I would like to enable this option for. No big deal there. It took a little time to figure it out but I have added an "Accounting" option to the top of the page, right after "Tickets" by editing /opt/rt4/local/html/Elements/Tabs. I then added /opt/rt4/local/html/SelfService/AccountingARInvoices.html (which I coped from Closed.html and modified). Here's an Excerpt: <& /SelfService/Elements/ARInvoices, %ARGS, status => [ RT::Queue->InactiveStatusArray ], title => loc('My Open Invoices'), BaseURL => RT->Config->Get('WebPath') ."/SelfService/AccountingARInvoices.html?", Page => $Page, &> This then calls /opt/rt4/local/html/SelfService/Elements/ARInvoices. I found that in the call to CollectionList, I can comment out the Query parameter, and pass Collection instead. This is where I seem to have a mental block. I'm not a perl newbie, but I infrequently code in perl and keep forgetting things I'd once learned, so it might be obvious to others. However, I am new to the Mason approach. I'd like to use as many of the built in RT components as possible to display the data. I have already built an API that can return a list of open invoices in JSON format, and I plan to call this API then pass the data as a collection. However, in testing the approach I tried hard coding the collection parameter to figure out what this collection needs to look like to work... such as: Collection => [('a' => '1'), ('b' => '2')]; ... but I kept getting: [error]: Odd number of parameters passed to component expecting name/value pairs until I simply passed "()" which led me to see [error]: Can't call method "CountAll" on unblessed reference at /opt/rt4/share/html/Elements/CollectionList line 55 Has anyone else added to the SelfService interface? What format should the collection be in to work? I tried to modify /opt/rt4/share/html/Elements/CollectionList to call Data::Dumper so I could see the format, but for some reason I only saw the currently logged in user table data, not data about the list of tickets I was looking at. I'd appreciate any help that can be offered. Thank you! -- Best regards, *Stephen H. Switzer* -------------- next part -------------- An HTML attachment was scrubbed... URL: From waldner at cert.at Mon Jun 13 05:07:37 2016 From: waldner at cert.at (Robert Waldner) Date: Mon, 13 Jun 2016 11:07:37 +0200 Subject: [rt-users] Any way to speed up shredding? In-Reply-To: <575A9E7D.1020204@netcologne.de> References: <575A903E.8090807@cert.at> <575A9E7D.1020204@netcologne.de> Message-ID: <575E77D9.2040605@cert.at> On 06/10/2016 01:03 PM, Christian Loos wrote: > Am 10.06.2016 um 12:02 schrieb Robert Waldner: >> I'm trying to get rid of old crud (deleted and rejected tickets, mostly >> spam) in our RT-DB, and so use rt-shredder. Which seems to work fine, >> but is so slow that my best estimate for it to finish wiping ~80k >> tickets is "upwards of 6 months": >> >> time ( rt-shredder --force --plugin "Tickets=query,(status = 'rejected' >> OR status = 'deleted') AND id <610000;limit,10") >> >> real 9m33.764s >> user 0m6.984s >> sys 0m0.708s >> >> Any hints on possibilities to speed this up? >> >> (rt-shredder from RT 3.8 (Debian), incl. RT-IR 2.4, postgres backend) > There are some database indexes suggested: > https://docs.bestpractical.com/rt/4.4.1/RT/Shredder.html#Database-Indexes > > I use just some if them, es they improve shredding tickets enough for me: > CREATE INDEX SHREDDER_CGM3 ON CachedGroupMembers (Via, Id); > CREATE UNIQUE INDEX SHREDDER_GM1 ON GroupMembers(MemberId, GroupId); > CREATE INDEX SHREDDER_TXN3 ON Transactions(TYPE, OldValue); > CREATE INDEX SHREDDER_TXN4 ON Transactions(TYPE, NewValue); Thanks for the tip - sadly, it doesn't help (it's still nearly 1 minute/ticket deleted). Kind regards, robert -- // CERT Austria - Robert Waldner // http://www.cert.at/ - T: +43 1 5056416 78 // Eine Initiative der nic.at GmbH // http://www.nic.at/ - Firmenbuchnummer 172568b, LG Salzburg -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 819 bytes Desc: OpenPGP digital signature URL: From skupko.sk at gmail.com Mon Jun 13 05:13:07 2016 From: skupko.sk at gmail.com (Peter Viskup) Date: Mon, 13 Jun 2016 11:13:07 +0200 Subject: [rt-users] Custom Field validation extension Message-ID: Hello all, just extended the CFValidations in /opt/rt4/local/html/Admin/CustomFields/Modify.html by '(?#Version)^[0-9._\-]+$', '(?#Optional Version)^([0-9._\-]+)?$', Unfortunately the CF input still does not accept string "8.15-1" and report "Broken in: Input must match [Optional Version]". The Mason cache was cleaned prior the ticket creation. Am I doing something wrong? -- Peter Viskup From skupko.sk at gmail.com Mon Jun 13 05:26:14 2016 From: skupko.sk at gmail.com (Peter Viskup) Date: Mon, 13 Jun 2016 11:26:14 +0200 Subject: [rt-users] Custom Field validation extension In-Reply-To: References: Message-ID: Discovered the issue. The CF Validation string is saved as attribute within the CF creation/modification. The CF's Validation string showed the old version of that regexp. Thus once the CFValidation string is changed, the CF itself (using this validation string needs) to be assigned with the new string using the Admin/CF/Modify interface. -- Peter Viskup On Mon, Jun 13, 2016 at 11:13 AM, Peter Viskup wrote: > Hello all, > just extended the CFValidations in > /opt/rt4/local/html/Admin/CustomFields/Modify.html by > '(?#Version)^[0-9._\-]+$', > '(?#Optional Version)^([0-9._\-]+)?$', > > Unfortunately the CF input still does not accept string "8.15-1" and > report "Broken in: Input must match [Optional Version]". > The Mason cache was cleaned prior the ticket creation. > Am I doing something wrong? > > -- > Peter Viskup From Bernhard.Eierschmalz at scheppach.com Tue Jun 14 07:53:55 2016 From: Bernhard.Eierschmalz at scheppach.com (Eierschmalz, Bernhard) Date: Tue, 14 Jun 2016 11:53:55 +0000 Subject: [rt-users] RT 4.4.0 ShowHistory -> Scroll problem with French GUI Message-ID: <97344147CBA1644584462D6D81C43CE4D2E0D5BF@svex.scheppach.local> Hi, I'm using RT 4.4.0 on a PostgreSQL 9.3 database. Today I activated the option Set($ShowHistory, 'scroll'); And I ran into a problem with users with French GUI. When you open a ticket, you should first see "Ticket metadata" and "history" On the French users, the history is not shown. When changing the users language or disabling this option, everything works fine. Is there somebody with the same problem? Best Regards Bernhard -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bywatersolutions.com Tue Jun 14 14:58:02 2016 From: jesse at bywatersolutions.com (Jesse Maseto) Date: Tue, 14 Jun 2016 14:58:02 -0400 Subject: [rt-users] Transaction Report Message-ID: Hello All, I was wondering if there was a way to tracker a transaction of a ticket. Here is the scenario I'm referring to. The ticket is assigned an owner and then the owner reassigning the ticket. This is recorded as a "Given" transaction in RT. I would love a way to track these types of transactions. I hope this makes sense. Thx. -Jesse -------------------- Jesse Maseto Head of Support ByWater Solutions Support & Consulting for OSS Office - Stratford,CT T/F 888.900.8944 http://bywatersolutions.com Jesse at bywatersolutions.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Tue Jun 14 15:19:46 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 14 Jun 2016 14:19:46 -0500 Subject: [rt-users] Transaction Report In-Reply-To: References: Message-ID: On Tue, Jun 14, 2016 at 1:58 PM, Jesse Maseto wrote: > Hello All, > > I was wondering if there was a way to tracker a transaction of a ticket. > Here is the scenario I'm referring to. > > The ticket is assigned an owner and then the owner reassigning the ticket. > This is recorded as a "Given" transaction in RT. > > I would love a way to track these types of transactions. Track in what context? You can get at the data via the API. -m From jesse at bywatersolutions.com Tue Jun 14 15:33:24 2016 From: jesse at bywatersolutions.com (Jesse Maseto) Date: Tue, 14 Jun 2016 15:33:24 -0400 Subject: [rt-users] Transaction Report In-Reply-To: References: Message-ID: Hello Matt, I want to have a report or a list of tickets showing if the original owner reassigns a ticket to another co-worker. I will look in to the API. thx. -Jesse -------------------- Jesse Maseto Head of Support ByWater Solutions Support & Consulting for OSS Office - Stratford,CT T/F 888.900.8944 http://bywatersolutions.com Jesse at bywatersolutions.com On Tue, Jun 14, 2016 at 3:19 PM, Matt Zagrabelny wrote: > On Tue, Jun 14, 2016 at 1:58 PM, Jesse Maseto > wrote: > > Hello All, > > > > I was wondering if there was a way to tracker a transaction of a ticket. > > Here is the scenario I'm referring to. > > > > The ticket is assigned an owner and then the owner reassigning the > ticket. > > This is recorded as a "Given" transaction in RT. > > > > I would love a way to track these types of transactions. > > Track in what context? > > You can get at the data via the API. > > -m > -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Wed Jun 15 03:27:31 2016 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 15 Jun 2016 09:27:31 +0200 Subject: [rt-users] Transaction Report In-Reply-To: References: Message-ID: <57610363.1060803@easter-eggs.com> Le 14/06/2016 21:33, Jesse Maseto a ?crit : > Hello Matt, > > I want to have a report or a list of tickets showing if the original > owner reassigns a ticket to another co-worker. > there is no direct webui access to such information, but you can create a customfield to record your need through a scrip (and a script using RT API for backlog), you will then be able to make graphs/reports based on this CF. From armhamer at uw.edu Wed Jun 15 18:44:09 2016 From: armhamer at uw.edu (Armin Liedtke) Date: Wed, 15 Jun 2016 22:44:09 +0000 Subject: [rt-users] CommandByMail 2.1 and RT 4.4.0 - Permission denied. Message-ID: Hello, I have had our CommandByMail updated to the new version 2.1 and our RT is 4.4.0. I have setup a group that is allowed to use CommandByMail. In the past; If you where is the group it would run the commands correctly. If you were not in the group it bypassed the CommandByMail and work as if it was a regular ticket. Now with 2.1 and 4.4.0. If you are in the group it will run the command correctly. However, if you are not in the group then you get a bounce message that says: User [the email address] is not in the configured CommandByMailGroup This happens every time and even if you send a normal email or reply to a ticket. My test messages didn't have any of the "Commands", there were just a general test. Essential, during my test, EVERYONE would have to be in the group or no one could reply or send in a ticket. Settings from RT_SiteConfig.pm Set(@MailPlugins, qw(Auth::MailFrom Action::CommandByMail)); Set($CommandByMailGroup, 27713); Set(@Plugins, qw(RT::Extension::CommandByMail RT::Extension::Assets::Import::CSV)); Does anyone have the new version working in the way I described it did in the past or is this some sort of bug? Thanks Armin Armin Liedtke Senior Computer Specialist UW Bothell/Cascadia College Campus Library -------------- next part -------------- An HTML attachment was scrubbed... URL: From chegeiser at gmail.com Wed Jun 15 19:53:23 2016 From: chegeiser at gmail.com (Che Geiser) Date: Wed, 15 Jun 2016 16:53:23 -0700 Subject: [rt-users] CommandByMail 2.1 and RT 4.4.0 - Permission denied. In-Reply-To: References: Message-ID: I've had this exact same result with CommandByMail 2.1 and RT 4.4.0. I'm new to RT and didn't know this was not the way it used to work. It does open up the system to some risk as I do need to accept emails into RT from outside sources and though unlikely it does make it possible for outside users to make changes including delete tickets. Thanks for any help! Che On Wed, Jun 15, 2016 at 3:44 PM, Armin Liedtke wrote: > Hello, > > > > I have had our CommandByMail updated to the new version 2.1 and our RT is > 4.4.0. I have setup a group that is allowed to use CommandByMail. > > > > In the past; If you where is the group it would run the commands correctly. > If you were not in the group it bypassed the CommandByMail and work as if > it was a regular ticket. > > > > Now with 2.1 and 4.4.0. If you are in the group it will run the command > correctly. However, if you are not in the group then you get a bounce > message that says: > > User [the email address] is not in the configured CommandByMailGroup > > This happens every time and even if you send a normal email or reply to > a ticket. My test messages didn?t have any of the ?Commands?, there were > just a general test. > > > > Essential, during my test, EVERYONE would have to be in the group or no > one could reply or send in a ticket. > > > > Settings from RT_SiteConfig.pm > > Set(@MailPlugins, qw(Auth::MailFrom Action::CommandByMail)); > > Set($CommandByMailGroup, 27713); > > Set(@Plugins, qw(RT::Extension::CommandByMail > RT::Extension::Assets::Import::CSV)); > > > > Does anyone have the new version working in the way I described it did in > the past or is this some sort of bug? > > Thanks > > > > Armin > > > > > > Armin Liedtke > > Senior Computer Specialist > > UW Bothell/Cascadia College Campus Library > > --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Los Angeles - September, 2016 > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From primoz at softnet.si Thu Jun 16 02:23:59 2016 From: primoz at softnet.si (Primoz Jeroncic) Date: Thu, 16 Jun 2016 08:23:59 +0200 Subject: [rt-users] Changing shape of ticket ID Message-ID: <4dc1dd13-2ef4-4843-4a3a-f7e24a95b685@softnet.si> Hi I'm trying to find this for a while, but it seems any help or experiences regarding this are non-existing, which I hardly believe it could be possible nowadays :) I would need to change my ticket ID shape from current [rtname #0000] to something more simple and obvious. Preferred would form would be something like rtname-0000. That means basically same as it is, just without [] brackets, spaces and #. Just plane rtname followed by dash and ticket id number. I'm sure it can be done, but no matter how much I try and search, I don't find way how to do it. I would really appreciate some help and hints how to do this. PS: I know changing this, would break all connections of new tickets/replies to old tickets with existing tickets, but I'm fine with that. Thanks for help! -- br, Primoz Jeroncic Support - IP Connectivity & Routing ----------------------------------------------------------- Softnet d.o.o. | Borovec 2 tel: +386 1 8100100 | The longer I run, SI-1236 Trzin primoz(at)softnet.si | the smaller the Slovenia http://www.softnet.si| problems become. ----------------------------------------------------------- -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 473 bytes Desc: OpenPGP digital signature URL: From elacour at easter-eggs.com Thu Jun 16 03:30:55 2016 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 16 Jun 2016 09:30:55 +0200 Subject: [rt-users] Changing shape of ticket ID In-Reply-To: <4dc1dd13-2ef4-4843-4a3a-f7e24a95b685@softnet.si> References: <4dc1dd13-2ef4-4843-4a3a-f7e24a95b685@softnet.si> Message-ID: Le 16/06/2016 ? 08:23, Primoz Jeroncic a ?crit : > > I'm sure it can be done, but no matter how much I try and search, I > don't find way how to do it. it can be done, but it's a bit tricky, to do it cleanly you have to override some methods by starting from: grep SubjectTag lib/ -r ;) > > PS: I know changing this, would break all connections of new > tickets/replies to old tickets with existing tickets, but I'm fine with > that. > no, you can stay backward compatible in RT::Interface::Email::ParseTicketId if it was me I would not change the default format, just allow for incoming other formats if needed. From elacour at easter-eggs.com Thu Jun 16 04:05:11 2016 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 16 Jun 2016 10:05:11 +0200 Subject: [rt-users] RT 4.4.0 ShowHistory -> Scroll problem with French GUI In-Reply-To: <97344147CBA1644584462D6D81C43CE4D2E0D5BF@svex.scheppach.local> References: <97344147CBA1644584462D6D81C43CE4D2E0D5BF@svex.scheppach.local> Message-ID: Le 14/06/2016 ? 13:53, Eierschmalz, Bernhard a ?crit : > Hi, > > > > I?m using RT 4.4.0 on a PostgreSQL 9.3 database. > > > > Today I activated the option > > Set($ShowHistory, ?scroll?); > > > > And I ran into a problem with users with French GUI. > > When you open a ticket, you should first see ?Ticket metadata? and ?history? > > On the French users, the history is not shown. > I confirm that it's broken and proposed a fix here: https://issues.bestpractical.com/Ticket/Display.html?id=32090 From elacour at easter-eggs.com Thu Jun 16 04:12:33 2016 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 16 Jun 2016 10:12:33 +0200 Subject: [rt-users] Adding menu items with external data to SelfService In-Reply-To: <575E341A.3010006@sbsroc.com> References: <575E341A.3010006@sbsroc.com> Message-ID: Le 13/06/2016 ? 06:18, Stephen Switzer a ?crit : > Hi Everyone! > I have a goal to make RT's Self Service interface a full customer > portal where they can log in to see their outstanding invoices as well > as report trouble by creating a ticket. I imagine adding a custom field > to the users to store an external ID for any user that I would like to > enable this option for. why not playing with privileged/unprivileged users, your customers should be unprivileged, and RT 4.4 Customer role (or a few lines of code to add a role on RT 4.2) which would point to groups that represents a company, so each of a company group memeber can see all tickets of this company ? > No big deal there. It took a little time to > figure it out but I have added an "Accounting" option to the top of the > page, right after "Tickets" by editing > /opt/rt4/local/html/Elements/Tabs. don't do it thi way, it will be hard to follow RT upgrades. You have a callback in share/htmls/Elements/Tabs named "SelfService" so you just have to create a local/html/Callbacks/MyCompany/Elements/Tabs/SelfService file with a content such as: <%INIT> my $accounting = Menu->child( accounting => title => loc('Accounting'), path => '/SelfService/AccountingARInvoices.html' ); > I then added > /opt/rt4/local/html/SelfService/AccountingARInvoices.html (which I coped > from Closed.html and modified). Here's an Excerpt: > > <& /SelfService/Elements/ARInvoices, > %ARGS, > status => [ RT::Queue->InactiveStatusArray ], > title => loc('My Open Invoices'), > BaseURL => RT->Config->Get('WebPath') > ."/SelfService/AccountingARInvoices.html?", > Page => $Page, > &> > > This then calls /opt/rt4/local/html/SelfService/Elements/ARInvoices. I > found that in the call to CollectionList, I can comment out the Query > parameter, and pass Collection instead. > > This is where I seem to have a mental block. I'm not a perl newbie, but > I infrequently code in perl and keep forgetting things I'd once learned, > so it might be obvious to others. However, I am new to the Mason > approach. I'd like to use as many of the built in RT components as > possible to display the data. I have already built an API that can > return a list of open invoices in JSON format, and I plan to call this > API then pass the data as a collection. However, in testing the approach > I tried hard coding the collection parameter to figure out what this > collection needs to look like to work... such as: Collection => [('a' => > '1'), ('b' => '2')]; ... but I kept getting: > I never played with Collections using other than a query, so I let others confirm (or not) if it's possible. From Bernhard.Eierschmalz at scheppach.com Thu Jun 16 05:14:29 2016 From: Bernhard.Eierschmalz at scheppach.com (Eierschmalz, Bernhard) Date: Thu, 16 Jun 2016 09:14:29 +0000 Subject: [rt-users] on reply "scrips and reipients" is empty on quoted message after Update RT4.4.0 Message-ID: <97344147CBA1644584462D6D81C43CE4D2E0E956@svex.scheppach.local> Hello, I updated my environment from RT 4.2.11 to RT 4.4.0 I'm using RT 4.4.0 on PostgreSQL 9.3 since this update I have the following problem: when I click on "reply" to a message (with quoting the original message), Scrips and Recipients are not shown, so I cannot see who will receive the message. I tested with a lot of HTML-mails - it seems to have to do with the length of the original mail. Can anybody help me with this issue? Best Regards Bernhard -------------- next part -------------- An HTML attachment was scrubbed... URL: From cloos at netcologne.de Thu Jun 16 05:37:45 2016 From: cloos at netcologne.de (Christian Loos) Date: Thu, 16 Jun 2016 11:37:45 +0200 Subject: [rt-users] on reply "scrips and reipients" is empty on quoted message after Update RT4.4.0 In-Reply-To: <97344147CBA1644584462D6D81C43CE4D2E0E956@svex.scheppach.local> References: <97344147CBA1644584462D6D81C43CE4D2E0E956@svex.scheppach.local> Message-ID: <57627369.2070204@netcologne.de> Hi, you see this [1] bug which will be fixed with RT 4.4.1. Chris [1] https://github.com/bestpractical/rt/commit/20a9c09 Am 16.06.2016 um 11:14 schrieb Eierschmalz, Bernhard: > I updated my environment from RT 4.2.11 to RT 4.4.0 > > I?m using RT 4.4.0 on PostgreSQL 9.3 > > > > since this update I have the following problem: > > when I click on ?reply? to a message (with quoting the original > message), Scrips and Recipients are not shown, so I cannot see who will > receive the message. > > I tested with a lot of HTML-mails ? it seems to have to do with the > length of the original mail. > > > > Can anybody help me with this issue? > From elacour at easter-eggs.com Thu Jun 16 04:12:33 2016 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 16 Jun 2016 10:12:33 +0200 Subject: [rt-users] Adding menu items with external data to SelfService In-Reply-To: <575E341A.3010006@sbsroc.com> References: <575E341A.3010006@sbsroc.com> Message-ID: Le 13/06/2016 ? 06:18, Stephen Switzer a ?crit : > Hi Everyone! > I have a goal to make RT's Self Service interface a full customer > portal where they can log in to see their outstanding invoices as well > as report trouble by creating a ticket. I imagine adding a custom field > to the users to store an external ID for any user that I would like to > enable this option for. why not playing with privileged/unprivileged users, your customers should be unprivileged, and RT 4.4 Customer role (or a few lines of code to add a role on RT 4.2) which would point to groups that represents a company, so each of a company group memeber can see all tickets of this company ? > No big deal there. It took a little time to > figure it out but I have added an "Accounting" option to the top of the > page, right after "Tickets" by editing > /opt/rt4/local/html/Elements/Tabs. don't do it thi way, it will be hard to follow RT upgrades. You have a callback in share/htmls/Elements/Tabs named "SelfService" so you just have to create a local/html/Callbacks/MyCompany/Elements/Tabs/SelfService file with a content such as: <%INIT> my $accounting = Menu->child( accounting => title => loc('Accounting'), path => '/SelfService/AccountingARInvoices.html' ); > I then added > /opt/rt4/local/html/SelfService/AccountingARInvoices.html (which I coped > from Closed.html and modified). Here's an Excerpt: > > <& /SelfService/Elements/ARInvoices, > %ARGS, > status => [ RT::Queue->InactiveStatusArray ], > title => loc('My Open Invoices'), > BaseURL => RT->Config->Get('WebPath') > ."/SelfService/AccountingARInvoices.html?", > Page => $Page, > &> > > This then calls /opt/rt4/local/html/SelfService/Elements/ARInvoices. I > found that in the call to CollectionList, I can comment out the Query > parameter, and pass Collection instead. > > This is where I seem to have a mental block. I'm not a perl newbie, but > I infrequently code in perl and keep forgetting things I'd once learned, > so it might be obvious to others. However, I am new to the Mason > approach. I'd like to use as many of the built in RT components as > possible to display the data. I have already built an API that can > return a list of open invoices in JSON format, and I plan to call this > API then pass the data as a collection. However, in testing the approach > I tried hard coding the collection parameter to figure out what this > collection needs to look like to work... such as: Collection => [('a' => > '1'), ('b' => '2')]; ... but I kept getting: > I never played with Collections using other than a query, so I let others confirm (or not) if it's possible. From joel.bergmark at t3.se Thu Jun 16 07:07:55 2016 From: joel.bergmark at t3.se (Joel Bergmark) Date: Thu, 16 Jun 2016 11:07:55 +0000 Subject: [rt-users] Ticket-overview Message-ID: <5fcd6d6c862c4f7c9e46513590f755c1@T3EX01.t3s.local> Hi Is there an existing way or new way to create a ticket overview similar to RT-at-a-glance where one can list all users owned tickets stats like: Status Open Stalled FooUser 10 15 Foo2User 1 20 The option seems to build a separate webpage doing a sql query to get this information? Regards, Joel -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Thu Jun 16 09:01:09 2016 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 16 Jun 2016 15:01:09 +0200 Subject: [rt-users] Ticket-overview In-Reply-To: <5fcd6d6c862c4f7c9e46513590f755c1@T3EX01.t3s.local> References: <5fcd6d6c862c4f7c9e46513590f755c1@T3EX01.t3s.local> Message-ID: Le 16/06/2016 ? 13:07, Joel Bergmark a ?crit : > Hi > > > > Is there an existing way or new way to create a ticket overview similar > to RT-at-a-glance where one can list all users owned tickets stats like: > > > > Status Open Stalled > > FooUser 10 15 > > Foo2User 1 20 > you just have to make a search of you just have to make a search of all stalled/or/open tickets, Then click on Chart and use a group by Owner And Status, save this chart. After this you will see the saved chart available in the "RT at a glance" config tab. Or you can write a dedicated component in local/html/Elements/ and expose it through $HomepageComponents so it can be configured on RT at a glance. From joel.bergmark at t3.se Thu Jun 16 09:42:12 2016 From: joel.bergmark at t3.se (Joel Bergmark) Date: Thu, 16 Jun 2016 13:42:12 +0000 Subject: [rt-users] Ticket-overview In-Reply-To: References: <5fcd6d6c862c4f7c9e46513590f755c1@T3EX01.t3s.local> Message-ID: Awesome! Thank you for the information, I have completely missed the Chart functions :-) BR /Joel -----Ursprungligt meddelande----- Fr?n: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] F?r Emmanuel Lacour Skickat: den 16 juni 2016 15:01 Till: rt-users at lists.bestpractical.com ?mne: Re: [rt-users] Ticket-overview Le 16/06/2016 ? 13:07, Joel Bergmark a ?crit : > Hi > > > > Is there an existing way or new way to create a ticket overview > similar to RT-at-a-glance where one can list all users owned tickets stats like: > > > > Status Open Stalled > > FooUser 10 15 > > Foo2User 1 20 > you just have to make a search of you just have to make a search of all stalled/or/open tickets, Then click on Chart and use a group by Owner And Status, save this chart. After this you will see the saved chart available in the "RT at a glance" config tab. Or you can write a dedicated component in local/html/Elements/ and expose it through $HomepageComponents so it can be configured on RT at a glance. --------- RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016 From aniket.tripathy at gmail.com Thu Jun 16 10:14:35 2016 From: aniket.tripathy at gmail.com (aniket tripathy) Date: Thu, 16 Jun 2016 19:44:35 +0530 Subject: [rt-users] Getting Unknown encoding 'UTF-8' error after installing Hook-LexWrap-0.25 Message-ID: Hi All, We are using RT 4.4.0 in our organization. As part of some custom development, we installed Hook-LexWrap-0.25 using cpan. We are getting the following error on starting the rt-server after installing the Hook::LexWrap module "Unknown encoding 'UTF-8' at /opt/requestTracker/sbin/../lib/RT.pm line 270." Once we omit the Users_Local.pm file which uses the LexWrap module, rt-server starts up fine. We are perl newbies. Did we miss something during installation of module or is there any dependency issues between RT 4.4.0 and Hook-LexWrap-0.25? Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From dan4bear-tech at yahoo.com Thu Jun 16 13:30:08 2016 From: dan4bear-tech at yahoo.com (Daniel M.) Date: Thu, 16 Jun 2016 17:30:08 +0000 (UTC) Subject: Can't set DBI::db=HASH(0x8b3efb0)->{PrintWarm} References: <89071054.4333413.1466098208838.JavaMail.yahoo.ref@mail.yahoo.com> Message-ID: <89071054.4333413.1466098208838.JavaMail.yahoo@mail.yahoo.com> Upgraded to 4.4.0 and now I see the following in the log: ?[27982] [Thu Jun 16 16:59:19 2016] [warning]: Can't set DBI::db=HASH(0x8b3efb0)->{PrintWarm}: unrecognised attribute name or invalid value at /usr/local/lib64/perl5/DBI.pm line 739, line 473. (/usr/local/lib64/perl5/DBI.pm:739) [27982] [Thu Jun 16 16:59:19 2016] [warning]: Error is Can't use string ("TicketObj") as a subroutine ref while "strict refs" in use at /opt/rt4/sbin/../lib/RT/Ticket.pm line 1644, line 473. Stack: ? [/opt/rt4/sbin/../lib/RT/Ticket.pm:1644] ? [/opt/rt4/share/html/Ticket/Elements/PreviewScrips:52] ? [/opt/rt4/local/html/Ticket/Update.html:200] ? [/opt/rt4/share/html/Widgets/TitleBox:56] ? [/opt/rt4/local/html/Ticket/Update.html:201] ? [/opt/rt4/share/html/Ticket/autohandler:66] ? [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:696] ? [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:375] ? [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Ticket.pm:1645) [28077] [Thu Jun 16 17:00:02 2016] [debug]: ExternalInfoPriority not defined. User information (including user enabled/disabled) cannot be externally-sourced (/opt/rt4/sbin/../lib/RT/Config.pm:1087) RT is acting normally but these warnings keep on appearing in the logs.? Not sure what to make of it. I want to make sure I clean this up before continuing with my configuration as I have a "separate/relay" mailserver. -------------- next part -------------- An HTML attachment was scrubbed... URL: From armhamer at uw.edu Thu Jun 16 13:32:07 2016 From: armhamer at uw.edu (Armin Liedtke) Date: Thu, 16 Jun 2016 17:32:07 +0000 Subject: [rt-users] CommandByMail 2.1 and RT 4.4.0 - Permission denied. In-Reply-To: References: Message-ID: I don?t know how I missed it but a bug was already reported about this 6 weeks ago. I looked at the list multiple times and somehow missed seeing the almost exact subject line that I used was already there. https://rt.cpan.org/Public/Bug/Display.html?id=114132 Let us know if you find a fix. Thanks. Armin From: Che Geiser [mailto:chegeiser at gmail.com] Sent: Wednesday, June 15, 2016 4:53 PM To: Armin Liedtke Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] CommandByMail 2.1 and RT 4.4.0 - Permission denied. I've had this exact same result with CommandByMail 2.1 and RT 4.4.0. I'm new to RT and didn't know this was not the way it used to work. It does open up the system to some risk as I do need to accept emails into RT from outside sources and though unlikely it does make it possible for outside users to make changes including delete tickets. Thanks for any help! Che On Wed, Jun 15, 2016 at 3:44 PM, Armin Liedtke > wrote: Hello, I have had our CommandByMail updated to the new version 2.1 and our RT is 4.4.0. I have setup a group that is allowed to use CommandByMail. In the past; If you where is the group it would run the commands correctly. If you were not in the group it bypassed the CommandByMail and work as if it was a regular ticket. Now with 2.1 and 4.4.0. If you are in the group it will run the command correctly. However, if you are not in the group then you get a bounce message that says: User [the email address] is not in the configured CommandByMailGroup This happens every time and even if you send a normal email or reply to a ticket. My test messages didn?t have any of the ?Commands?, there were just a general test. Essential, during my test, EVERYONE would have to be in the group or no one could reply or send in a ticket. Settings from RT_SiteConfig.pm Set(@MailPlugins, qw(Auth::MailFrom Action::CommandByMail)); Set($CommandByMailGroup, 27713); Set(@Plugins, qw(RT::Extension::CommandByMail RT::Extension::Assets::Import::CSV)); Does anyone have the new version working in the way I described it did in the past or is this some sort of bug? Thanks Armin Armin Liedtke Senior Computer Specialist UW Bothell/Cascadia College Campus Library --------- RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016 -------------- next part -------------- An HTML attachment was scrubbed... URL: From dustin at bestpractical.com Thu Jun 16 13:54:09 2016 From: dustin at bestpractical.com (Dustin Graves) Date: Thu, 16 Jun 2016 13:54:09 -0400 Subject: [rt-users] RT 4.4.0 ShowHistory -> Scroll problem with French GUI In-Reply-To: References: <97344147CBA1644584462D6D81C43CE4D2E0D5BF@svex.scheppach.local> Message-ID: <77DD4AF5-B571-4D38-AF42-C70723F4E7AD@bestpractical.com> Hi Guys, Thanks for the fix, Emmanuel. We ended up doing it a little differently though with the JS I18N engine. You can see the branch 4.4/fix-history-scroll-js for the details. We are planning on merging the fix into 4.4.1. Bernhard, attached is a patch for 4.4.0 that should fix the problem. Let me know if you have any trouble with it. Thank you, Dustin > On Jun 16, 2016, at 4:05 AM, Emmanuel Lacour wrote: > > Le 14/06/2016 ? 13:53, Eierschmalz, Bernhard a ?crit : >> Hi, >> >> >> >> I?m using RT 4.4.0 on a PostgreSQL 9.3 database. >> >> >> >> Today I activated the option >> >> Set($ShowHistory, ?scroll?); >> >> >> >> And I ran into a problem with users with French GUI. >> >> When you open a ticket, you should first see ?Ticket metadata? and ?history? >> >> On the French users, the history is not shown. >> > > > I confirm that it's broken and proposed a fix here: > https://issues.bestpractical.com/Ticket/Display.html?id=32090 > > > > --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Los Angeles - September, 2016 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... 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Name: signature.asc Type: application/pgp-signature Size: 801 bytes Desc: Message signed with OpenPGP using GPGMail URL: From shawn at bestpractical.com Thu Jun 16 14:11:08 2016 From: shawn at bestpractical.com (Shawn Moore) Date: Thu, 16 Jun 2016 14:11:08 -0400 Subject: [rt-users] =?utf-8?b?Q2FuJ3Qgc2V0IERCSTo6ZGI9SEFTSCgweDhiM2VmYjAp?= =?utf-8?q?-=3E=7BPrintWarm=7D?= In-Reply-To: References: <89071054.4333413.1466098208838.JavaMail.yahoo.ref@mail.yahoo.com> Message-ID: Hi Daniel, On 2016?6?16? at 13:30:18, Daniel M. via rt-users (rt-users at lists.bestpractical.com) wrote: > [/opt/rt4/local/html/Ticket/Update.html:200] This suggests that you?d customized RT?s code directly, so I bet you are running a 4.2-era (or older) /Ticket/Update.html file against RT 4.4. In other words, RT has made changes to that file as part of your upgrade to 4.4.0, but your local override is hiding those changes, so that?s why you?re seeing strange errors. The way to proceed (in descending order of preference) would be to refactor your customizations to be callbacks, which is the recommended way to customize RT?s templates, or simply remove your local override if you don?t need it, or finally apply your customizations again to 4.4?s version of /Ticket/Update.html. See?https://docs.bestpractical.com/rt/latest/writing_extensions.html#Callbacks?for more detail on the recommended approach. Thanks, Shawn From Puvi.Ganeshar at flexity.com Thu Jun 16 13:25:10 2016 From: Puvi.Ganeshar at flexity.com (pganeshar) Date: Thu, 16 Jun 2016 10:25:10 -0700 (MST) Subject: [rt-users] Can't initialize RT4 MySQL DB - RT core system objects fails Message-ID: <1466097910924-62035.post@n7.nabble.com> Hello, I am trying to install RT-4.4.0 on CentOS 6.6. I have successfully installed all the Perl libs and mods and stuck at the "make initialize-database" stage currently. Its failing at the "Now inserting RT core system objects." step. >From the stack trace I believe the problem is originated here: [warning]: DBD::mysql::st execute failed: Unknown column 'ObjectId' in 'field list' at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 586. Here is the whole stack trace: ---------------------------- # make initialize-database /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database --action init --prompt-for-dba-password Subroutine IsGroup redefined at /usr/share/perl5/vendor_perl/RT/Principal_Overlay.pm line 76. Subroutine IsUser redefined at /usr/share/perl5/vendor_perl/RT/Principal_Overlay.pm line 96. Subroutine Object redefined at /usr/share/perl5/vendor_perl/RT/Principal_Overlay.pm line 116. Subroutine GrantRight redefined at /usr/share/perl5/vendor_perl/RT/Principal_Overlay.pm line 153. Subroutine RevokeRight redefined at /usr/share/perl5/vendor_perl/RT/Principal_Overlay.pm line 190. Subroutine HasRight redefined at /usr/share/perl5/vendor_perl/RT/Principal_Overlay.pm line 286. Subroutine _HasRight redefined at /usr/share/perl5/vendor_perl/RT/Principal_Overlay.pm line 376. Subroutine _HasGroupRight redefined at /usr/share/perl5/vendor_perl/RT/Principal_Overlay.pm line 394. Subroutine _HasRoleRight redefined at /usr/share/perl5/vendor_perl/RT/Principal_Overlay.pm line 448. Subroutine RolesWithRight redefined at /usr/share/perl5/vendor_perl/RT/Principal_Overlay.pm line 520. Subroutine InvalidateACLCache redefined at /usr/share/perl5/vendor_perl/RT/Principal_Overlay.pm line 585. Subroutine _GetPrincipalTypeForACL redefined at /usr/share/perl5/vendor_perl/RT/Principal_Overlay.pm line 606. Subroutine _ReferenceId redefined at /usr/share/perl5/vendor_perl/RT/Principal_Overlay.pm line 632. Subroutine _InitSQL redefined at /usr/share/perl5/vendor_perl/RT/Tickets_Overlay_SQL.pm line 64. Subroutine _OpenParen redefined at /usr/share/perl5/vendor_perl/RT/Tickets_Overlay_SQL.pm line 106. Subroutine _CloseParen redefined at /usr/share/perl5/vendor_perl/RT/Tickets_Overlay_SQL.pm line 109. Subroutine _parser redefined at /usr/share/perl5/vendor_perl/RT/Tickets_Overlay_SQL.pm line 171. Subroutine ClausesToSQL redefined at /usr/share/perl5/vendor_perl/RT/Tickets_Overlay_SQL.pm line 247. Subroutine FromSQL redefined at /usr/share/perl5/vendor_perl/RT/Tickets_Overlay_SQL.pm line 282. Subroutine Query redefined at /usr/share/perl5/vendor_perl/RT/Tickets_Overlay_SQL.pm line 348. In order to create or update your RT database, this script needs to connect to your mysql instance on localhost (port '') as root Please specify that user's database password below. If the user has no database password, just press return. Password: Working with: Type: mysql Host: localhost Port: Name: rt4 User: rt_user DBA: root [24612] [Thu Jun 16 17:28:31 2016] [warning]: max_allowed_packet is set to 1.0M, which limits the maximum attachment or email size that RT can process. Consider adjusting MySQL's max_allowed_packet setting. (/tmp/rt-4.4.0/sbin/../lib/RT/Handle.pm:307) Now creating a mysql database rt4 for RT. Done. Now populating database schema. Done. Now inserting database ACLs. Done. Now inserting RT core system objects. [24612] [Thu Jun 16 17:28:31 2016] [warning]: DBD::mysql::st execute failed: Unknown column 'ObjectId' in 'field list' at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 586. (/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm:586) [24612] [Thu Jun 16 17:28:31 2016] [warning]: RT::Handle=HASH(0x4d39290) couldn't execute the query 'INSERT INTO Principals (PrincipalType, ObjectId) VALUES (?, ?)' at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 599. DBIx::SearchBuilder::Handle::SimpleQuery(RT::Handle=HASH(0x4d39290), "INSERT INTO Principals (PrincipalType, ObjectId) VALUES (?, ?)", "User", 0) called at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 352 DBIx::SearchBuilder::Handle::Insert(RT::Handle=HASH(0x4d39290), "Principals", "PrincipalType", "User", "ObjectId", 0) called at /usr/local/share/perl5/DBIx/SearchBuilder/Handle/mysql.pm line 36 DBIx::SearchBuilder::Handle::mysql::Insert(RT::Handle=HASH(0x4d39290), "Principals", "PrincipalType", "User", "ObjectId", 0) called at /usr/local/share/perl5/DBIx/SearchBuilder/Record.pm line 1320 DBIx::SearchBuilder::Record::Create(RT::Principal=HASH(0x4d1aa48), "PrincipalType", "User", "ObjectId", 0) called at /tmp/rt-4.4.0/sbin/../lib/RT/Record.pm line 317 RT::Record::Create(RT::Principal=HASH(0x4d1aa48), "PrincipalType", "User", "ObjectId", 0) called at /usr/share/perl5/vendor_perl/RT/User_Overlay.pm line 381 RT::User::_BootstrapCreate(RT::User=HASH(0x4d2a088), "Name", "RT_System", "RealName", "The RT System itself", "Comments", "Do not delete or modify this user. It is integral to RT's int"..., "Creator", ...) called at /tmp/rt-4.4.0/sbin/../lib/RT/Handle.pm line 692 RT::Handle::InsertInitialData(RT::Handle=HASH(0x4d39290)) called at sbin/rt-setup-database line 348 main::action_coredata("prompt-for-dba-password", 1, "action", "init", "package", "RT") called at sbin/rt-setup-database line 210 (/usr/local/share/perl5/Carp.pm:170) [24612] [Thu Jun 16 17:28:31 2016] [warning]: DBD::mysql::st execute failed: Unknown column 'ObjectId' in 'field list' at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 586. (/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm:586) [24612] [Thu Jun 16 17:28:31 2016] [warning]: RT::Handle=HASH(0x4d39290) couldn't execute the query 'UPDATE Principals SET ObjectId=? WHERE id=? ' at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 599. DBIx::SearchBuilder::Handle::SimpleQuery(RT::Handle=HASH(0x4d39290), "UPDATE Principals SET ObjectId=? WHERE id=? ", 0, undef) called at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 453 DBIx::SearchBuilder::Handle::UpdateRecordValue(RT::Handle=HASH(0x4d39290), "Table", "Principals", "IsSQLFunction", undef, "Column", "ObjectId", "PrimaryKeys", ...) called at /usr/local/share/perl5/DBIx/SearchBuilder/Record.pm line 871 DBIx::SearchBuilder::Record::__Set(RT::Principal=HASH(0x4d1aa48), "Field", "ObjectId", "Value", 0) called at /usr/local/share/perl5/DBIx/SearchBuilder/Record/Cachable.pm line 140 DBIx::SearchBuilder::Record::Cachable::__Set(RT::Principal=HASH(0x4d1aa48), "Field", "ObjectId", "Value", 0) called at /usr/share/perl5/vendor_perl/RT/User_Overlay.pm line 382 RT::User::_BootstrapCreate(RT::User=HASH(0x4d2a088), "Name", "RT_System", "RealName", "The RT System itself", "Comments", "Do not delete or modify this user. It is integral to RT's int"..., "Creator", ...) called at /tmp/rt-4.4.0/sbin/../lib/RT/Handle.pm line 692 RT::Handle::InsertInitialData(RT::Handle=HASH(0x4d39290)) called at sbin/rt-setup-database line 348 main::action_coredata("prompt-for-dba-password", 1, "action", "init", "package", "RT") called at sbin/rt-setup-database line 210 (/usr/local/share/perl5/Carp.pm:170) [24612] [Thu Jun 16 17:28:31 2016] [critical]: Couldn't create a Principal on new user create. Strange things are afoot at the circle K (/usr/share/perl5/vendor_perl/RT/User_Overlay.pm:387) Couldn't finish 'coredata' step. ERROR: Could not create user make: *** [initialize-database] Error 255 ---------------------------- Can someone help me to resolve this issue so I can get this up and running. Thank you. Regards, Puvi -- View this message in context: http://requesttracker.8502.n7.nabble.com/Can-t-initialize-RT4-MySQL-DB-RT-core-system-objects-fails-tp62035.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From elacour at easter-eggs.com Fri Jun 17 04:51:34 2016 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 17 Jun 2016 10:51:34 +0200 Subject: [rt-users] RT 4.4.0 ShowHistory -> Scroll problem with French GUI In-Reply-To: <77DD4AF5-B571-4D38-AF42-C70723F4E7AD@bestpractical.com> References: <97344147CBA1644584462D6D81C43CE4D2E0D5BF@svex.scheppach.local> <77DD4AF5-B571-4D38-AF42-C70723F4E7AD@bestpractical.com> Message-ID: Le 16/06/2016 ? 19:54, Dustin Graves a ?crit : > Hi Guys, > > Thanks for the fix, Emmanuel. We ended up doing it a little differently > though with the JS I18N engine. You can see the > branch 4.4/fix-history-scroll-js for the details. We are planning on > merging the fix into 4.4.1. > nice :) (I lack JS knowledge :() Do you think you have time to review some of my latest small patches before 4.4.1: https://issues.bestpractical.com/Search/Results.html?Format=%27+++%3Cb%3E%3Ca+href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0A%27%3Cb%3E%3Ca+href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27&Order=ASC|ASC|ASC|ASC&OrderBy=id|||&Page=&Query=Status+%3D+%27in-review%27+AND+Requestor.EmailAddress+%3D+%27elacour%40easter-eggs.com%27&RowsPerPage=100&SavedChartSearchId=new&SavedSearchId= From felix at d2france.fr Fri Jun 17 09:03:10 2016 From: felix at d2france.fr (Felix Defrance) Date: Fri, 17 Jun 2016 15:03:10 +0200 Subject: [rt-users] db upgrade - [error]: Condition 'On Forward Transaction' not found Message-ID: <9a588c80-be6d-07cb-20f2-9367c7659abd@d2france.fr> Hi rt-users ! I have recently upgraded our RT from version 4.0.7 to 4.4.0. I have used the rt-setup-database like this: rt-setup-database --action upgrade --force --skip-create --upgrade-from 4.0.6 --upgrade-to 4.3.13 Some errors/warning was solved by executing some 'insert' actions after this first execution. (i.e rt-setup-database --action insert --datafile etc/upgrade/4.1.20/content --skip-create) But for the 4.1.20 version, I have got two errors : Processing 4.1.20 Now inserting data. [21010] [Thu Jun 16 08:55:09 2016] [error]: Condition 'On Forward Transaction' not found (/home/rt/rt/sbin/../lib/RT/Handle.pm:1360) Trace begun at /home/rt/rt/sbin/../lib/RT.pm line 304 Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x5d405e8)', 'Condition \'On Forward Transaction\' not found') called at /home/rt/rt/sbin/../lib/RT/Handle.pm line 1360 RT::Handle::InsertData('RT::Handle=HASH(0x61140c0)', './etc/upgrade/4.1.20/content', undef) called at /home/rt/rt/sbin/rt-setup-database line 390 main::__ANON__ at /home/rt/rt/sbin/rt-setup-database line 403 main::action_insert('skip-create', 1, 'force', 1, 'backcompat', 'ARRAY(0x25d5b68)', 'action', 'upgrade', 'package', 'RT', 'datafile', undef, 'datadir', './etc/upgrade/4.1.20', 'upgrade-from', 4.0.6, 'upgrade-to', 4.3.13) called at /home/rt/rt/sbin/rt-setup-database line 571 main::action_upgrade('package', 'RT', 'force', 1, 'action', 'upgrade', 'skip-create', 1, 'upgrade-to', 4.3.13, 'upgrade-from', 4.0.6) called at /home/rt/rt/sbin/rt-setup-database line 210 [21010] [Thu Jun 16 08:55:09 2016] [error]: Condition 'On Forward Ticket' not found (/home/rt/rt/sbin/../lib/RT/Handle.pm:1360) Trace begun at /home/rt/rt/sbin/../lib/RT.pm line 304 Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x5d405e8)', 'Condition \'On Forward Ticket\' not found') called at /home/rt/rt/sbin/../lib/RT/Handle.pm line 1360 RT::Handle::InsertData('RT::Handle=HASH(0x61140c0)', './etc/upgrade/4.1.20/content', undef) called at /home/rt/rt/sbin/rt-setup-database line 390 main::__ANON__ at /home/rt/rt/sbin/rt-setup-database line 403 main::action_insert('skip-create', 1, 'force', 1, 'backcompat', 'ARRAY(0x25d5b68)', 'action', 'upgrade', 'package', 'RT', 'datafile', undef, 'datadir', './etc/upgrade/4.1.20', 'upgrade-from', 4.0.6, 'upgrade-to', 4.3.13) called at /home/rt/rt/sbin/rt-setup-database line 571 main::action_upgrade('package', 'RT', 'force', 1, 'action', 'upgrade', 'skip-create', 1, 'upgrade-to', 4.3.13, 'upgrade-from', 4.0.6) called at /home/rt/rt/sbin/rt-setup-database line 210 I don't know why the upgrade fail at the creation of these scrip. In the web interface "Admin > Scrips" I have got nothing about "On Forward Transaction" or "On Forward Ticket" Thanks for the help, -- F?lix Defrance PGP: 0x0F04DC57 -------------- next part -------------- An HTML attachment was scrubbed... URL: From joel.bergmark at t3.se Fri Jun 17 09:13:34 2016 From: joel.bergmark at t3.se (Joel Bergmark) Date: Fri, 17 Jun 2016 13:13:34 +0000 Subject: [rt-users] Stalled tickets - Open on comment/reply? In-Reply-To: References: <10d4da6b86244a95ab0ef54371935f89@T3EX01.t3s.local> Message-ID: Hi, You are right, thanks for the input. I'm trying to set up a custom Lifecycle that I want to use in a few Queues, but seemingly I cant manage to get the configuration to be activated (Still only have the option Default, in the lifecycle dropdown. Here is the config, from RT_SiteConfig.pm, server is rebooted after config change, is there something wrong with this or is it something changed in RT 4.4.0? Set(%Lifecycles, Kundservice => { initial => [qw(new)], # loc_qw active => [qw(open)], # loc_qw inactive => [qw(stalled resolved rejected deleted)], # loc_qw }, transitions => { "" => [qw(new open resolved)], # from => [ to list ], new => [qw( open stalled resolved rejected deleted)], open => [qw(new stalled resolved rejected deleted)], stalled => [qw(new open rejected resolved deleted)], resolved => [qw(new open stalled rejected deleted)], rejected => [qw(new open stalled resolved deleted)], deleted => [qw(new open stalled rejected resolved )], }, ); Thanks Fr?n: Zoey Schutt [mailto:zoey at braincoral.io] Skickat: den 16 maj 2016 14:46 Till: Joel Bergmark ; rt-users at lists.bestpractical.com ?mne: Re: Stalled tickets - Open on comment/reply? Hi Joel, There is indeed a scrip that auto-changes the status of inactive tickets back to active when a customer replies. However, stalled is not considered an inactive status in the default life cycle. Feel free to correct me if I'm wrong, but due to this the built-in scrip will not change the status to open when a ticket gets updated while in stalled status. Below is a portion of the default lifecycle, anything in inactive will cause the ticket's status to be updated. default => { initial => [qw(new)], # loc_qw active => [qw(open stalled)], # loc_qw inactive => [qw(resolved rejected deleted)], # loc_qw Regards, Zoey Schutt Braincoral Technology, LLC ________________________________ From: rt-users > on behalf of Joel Bergmark > Sent: Thursday, May 12, 2016 2:30:01 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Stalled tickets - Open on comment/reply? Perhaps this is not a bug, but stalled tickets that gets updated via email from external parties, didn't this previously change the status of the ticket to Open? In RT 4.4 it seems not to work, and cant seem to make it work with custom scrip either (due to lack of perl skills). Is this a bug or supposed to work in this way? Regards -------------- next part -------------- An HTML attachment was scrubbed... URL: From benjamin.baugnies at belnet.be Fri Jun 17 09:55:20 2016 From: benjamin.baugnies at belnet.be (benjamin baugnies) Date: Fri, 17 Jun 2016 15:55:20 +0200 Subject: [rt-users] 4.2.12 & External Storage plugin errors In-Reply-To: <572081AB.5060800@belnet.be> References: <572081AB.5060800@belnet.be> Message-ID: <57640148.9090200@belnet.be> I found the source of some of the issues: Some files not being externalized -> Hardcoded threshold of 10Mb under which images are not moved (this now a documented parameter in 4.4.0) Files not available from web interface -> www-data apparently requires execute permission on the directory to retrieve the files. Didn't find the source of the segfaults, but its not an issue in 4.4.0 On 04/27/2016 11:08 AM, benjamin baugnies wrote: > Hello, > > I'm currently working on a new installation of RT 4.2.12 on Ubuntu > 14.04. The install was done using the standard instructions and the > basics works. We were able to install several plugins including RT-IR > 3.2.0 and everything worked fine. > > Now, I'm trying to use the External Storage plugin > (https://metacpan.org/pod/RT::Extension::ExternalStorage), but I can't > seem to get it to work consistently. > The "extract-attachments" script does its job (the db is changed and the > files are stored on disk), but in most cases the attachments are no > longer accessible from the website. When testing with .docx documents > for example, we usually get empty documents, or documents containing > only "unknown encoding type: external". There were also many files which > should have been moved but weren't (pictures, .html, and .csv files). > > More importantly, while the first Apache2 restart after the installation > works (most of the time), I eventually get a segmentation fault and > cannot start Apache again until the plugin is disabled: > ===================== > Segmentation fault (core dumped) > Action 'start' failed. > The Apache error log may have more information. > ===================== > > The Apache log contains no information about the incident, and syslog > only contains: > /usr/sbin/apach[3785]: segfault at c ip b72791a1 sp bfa3b0d0 error 4 in > libperl.so.5.18.2[b720e000+18d000] > > > > After failing with my current config, I tried using the plugin with the > simplest configuration possible: > ===================== > Set( $rtname, 'example.com'); > > Set(%ExternalStorage, > Type => 'Disk', > Path => '/opt/rt4/var/attachments', > ); > Plugin('RT::Extension::ExternalStorage'); > 1; > ===================== > This still didn't work. > > I've also made sure www-data has read and write access to the > attachments folder. > > > Is there an issue with the plugin? Is it a problem with the version of > RT we are using? > Or am I just doing something wrong? > > Regards, > From mike.johnson at nosm.ca Fri Jun 17 11:15:30 2016 From: mike.johnson at nosm.ca (Mike Johnson) Date: Fri, 17 Jun 2016 11:15:30 -0400 Subject: [rt-users] Anyone know how to create a clickable link like this? Message-ID: So, easy to create a link in the emails triggered by scrips... but, I see Zendesk(another ticketing system) that I interact with for another software we run onsite sends emails that show up in GMail with this cool little button... [image: Inline image 1] Anyone know what creates this and has anyone tried making something like this within RT templates? -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.johnson at nosm.ca -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image.png Type: image/png Size: 27855 bytes Desc: not available URL: From dustin at bestpractical.com Fri Jun 17 11:41:03 2016 From: dustin at bestpractical.com (Dustin Graves) Date: Fri, 17 Jun 2016 11:41:03 -0400 Subject: [rt-users] Anyone know how to create a clickable link like this? In-Reply-To: References: Message-ID: <95974A04-6765-4454-95AA-333F2971D3EA@bestpractical.com> Hi Mike, This is a pretty neat idea. I looked into it a bit and it seems to be what Gmail calls a ?Go-To Action? https://developers.google.com/gmail/markup/reference/go-to-action I couldn?t get it to work in my first pass, but Gmail was also flagging my test RT as spam so I don?t know if that has something to do with the link not showing up. I?ll play around with it a little more when I get the chance. Thank you, Dustin > On Jun 17, 2016, at 11:15 AM, Mike Johnson wrote: > > So, easy to create a link in the emails triggered by scrips... but, I see Zendesk(another ticketing system) that I interact with for another software we run onsite sends emails that show up in GMail with this cool little button... > > > > Anyone know what creates this and has anyone tried making something like this within RT templates? > > -- > Mike Johnson > Datatel Programmer/Analyst > Northern Ontario School of Medicine > 955 Oliver Road > Thunder Bay, ON P7B 5E1 > Phone: (807) 766-7331 > Email: mike.johnson at nosm.ca --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Los Angeles - September, 2016 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jbrandt at bestpractical.com Fri Jun 17 12:58:56 2016 From: jbrandt at bestpractical.com (Jim Brandt) Date: Fri, 17 Jun 2016 12:58:56 -0400 Subject: [rt-users] [rt-announce] New site for the RT Wiki Message-ID: Hello RT Users, Best Practical is moving the RT wiki to a new hosting site! If you've used the RT community wiki over the years, you may have noticed the ads have increased quite a bit on Wikia. To make sure RT users have a productive environment to share their RT knowledge, we're moving to our own hosted wiki so you can focus just on reading about and sharing RT knowledge. We need your help to complete the cut-over. The new wiki is now available here: https://rt-wiki.bestpractical.com We have copied over all of the great content from the current wiki and now we'd like you to check the new site and confirm the content has been copied correctly. Also, we're unable to move the accounts, so we'd like you to sign up for a new account and try editing some pages. Our plan is to welcome feedback for the next 2 weeks and fix any issues you discover. Assuming there are no major issues, on Wednesday, June 29, we're targeting a cut-over where we'll make the new wiki the primary RT wiki. Shortly after that, we'll work on turning off the version on Wikia. You can see current changes and issues, and add new ones, here: https://rt-wiki.bestpractical.com/index.php?title=Wikia_Move Or send email to us at feedback at bestpractical.com We hope you like the new wiki site and as always, thanks for your help and support for RT! Best Practical _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From brian at dugga.net Fri Jun 17 15:11:21 2016 From: brian at dugga.net (Brian Duggan) Date: Fri, 17 Jun 2016 15:11:21 -0400 Subject: [rt-users] Reproducible RT Configuration management In-Reply-To: <1220152146.1377977.1465066665270.JavaMail.zimbra@sfu.ca> References: <1220152146.1377977.1465066665270.JavaMail.zimbra@sfu.ca> Message-ID: <87vb17mxi6.fsf@starscream.h.dugga.net> We've built a set of Ansible playbooks around this role: https://github.com/bcduggan/ansible-rt The role doesn't depend on any other roles - it sets up MariaDB and Apache itself. It assumes CentOS 7.x and can configure SELinux, install multiple versions of RT 4.2.x. I'm going to add support for installing different Perl versions. Right now, it just installs 5.10.1 through perlbrew. Ansible best practices seem to assume that "one-shot" functions like upgrading RT, exporting configuration, importing configuration, and installing extras like RT extensions belong in playbooks. I would like to find a way of shoehorning those functions into this role. Brian James A. Peltier writes: > We script the base install including the setup of the base PERL/CPAN stuff, the installation of the base RT base system using the typical make + make install and then we run scripts to populate the RT database using scripts. We have chosen _not_ to alter the base initial data file because we don't want to have to keep track of any changes that may happen from version to version. > > Since the database is provided by our database group we initialize the database in the following way > > /opt/rt4/sbin/rt-setup-database --dba-password=$RT_DB_PASS --action init --skip-create > > This creates the database shell with just the default content to get a functioning RT install. We then enable full text searching using > > /opt/rt4/sbin/rt-setup-fulltext-index --dba ${RT_DB_USER} --dba-password ${RT_DB_PASS} --table=AttachmentsIndex --column=ContentIndex --index-type=GIN > > followed by installing any plugins that we need to install using a git checkout + make + make install + make initdb (if required). We version control all the configuration files and drop them into place when needed. > > So far this has allowed us to get a fully reproducible base installation of RT. We then apply our scripts to add custom fields, populate their values, make changes to initial data configurations such as default templates and scrips, etc. > > This makes for an easy way to create the base RT with all our customizations. We only run this if we're running tests to ensure that starting from scratch still works as expected, otherwise we make a backup of the database and just restore that because it's _so much faster_. > > ----- Original Message ----- > | > | Hi, > | > | I've had a look through the list archives and seen a couple of mentions > | of this but nothing recent and thought I'd ask again in case there is > | something new out there. > | > | What are people doing to manage reproducable deployments of RT other > | than just dumping the database of a production machine and loading on a > | development one. > | > | I am using puppet currently to deploy RT. > | > | Puppet does a good job of getting RT installed and running. > | > | I am struggling with how to manage the RT configuration itself, the > | stuff that is done from within the web interface or from initialdata > | using rt-setup-database. > | > | We use vagrant for the development environment and the ideal situation > | is that running "vagrant up" will bring up a copy of RT running the > | latest config. > | > | I want all changes on the production machines done not by the web > | interface but in some sort of reproducable way. > | > | What I have so far is a hacked up solution using a custom script to call > | rt_setup_database and using my own custom fragments to init the data. > | > | The main issue here is I wanted it to be idempotent so if called from > | puppet no harm is done if it has already made the change. > | > | So far I'm doing ugly things like using the @Init section to check if a > | particular change exists in the database already and not making it if it > | does. This also prevents adding multiple entries for things when the > | code is run multiple times. > | > | My solution is working although it feels clunky. > | > | I guess one better option would be a full puppet implementation modeling all > | of > | Rt's configuration. That just felt like a job far too big to tackle :(. > | > | Does anyone have any suggestions or stories of how they are managing > | this situation? > | > | Kind regards > | Bart > | -- > | > | Bart Bunting - URSYS > | PH: 02 87452811 > | Mbl: 0409560005 > | --------- > | RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > | * Los Angeles - September, 2016 > | -- Brian [he/him/his] Composed in Emacs From bart.bunting at ursys.com.au Fri Jun 17 21:42:38 2016 From: bart.bunting at ursys.com.au (Bart Bunting) Date: Sat, 18 Jun 2016 11:42:38 +1000 Subject: [rt-users] Reproducible RT Configuration management In-Reply-To: <1220152146.1377977.1465066665270.JavaMail.zimbra@sfu.ca> References: <1220152146.1377977.1465066665270.JavaMail.zimbra@sfu.ca> Message-ID: Hi, Sorry for the slow reply. That is more or less what I have using puppet scripts. The question I am struggling with is that if we are to write scripts every time a change is required, e.g. an admin cc is added to a queue etc it is a time consuming process and I am questioning the effort involved I had hoped that rt-dump-metadata would be a useful tool to assist in seeing which changes had been made by hand and then either used to update the initialdata or create scripts to ensure the database was consistent. It appears that there are bugs in rt-dump-metadata. When anything to do with a custom field is changed in the UI rt-dump-metadata subsequently bombs out: ./sbin/rt-dump-metadata [3047] [Sat Jun 18 01:34:29 2016] [critical]: RT::CustomField::AppliedTo Unimplemented in main. (./sbin/rt-dump-metadata line 187) (/opt/rt4/sbin/../lib/RT.pm:390) RT::CustomField::AppliedTo Unimplemented in main. (./sbin/rt-dump-metadata line 187) . I guess this is a question for the Bestpractical folks is rt-dump-metadata going to be supported ongoing or is it something that isn't really best practice to use any more? The git log suggests it hasn't been worked on much recently but then again it could just mean there haven't been any recent issues found. Any advice most welcome. Kind regards Bart "James A. Peltier" writes: > We script the base install including the setup of the base PERL/CPAN stuff, the installation of the base RT base system using the typical make + make install and then we run scripts to populate the RT database using scripts. We have chosen _not_ to alter the base initial data file because we don't want to have to keep track of any changes that may happen from version to version. > > Since the database is provided by our database group we initialize the database in the following way > > /opt/rt4/sbin/rt-setup-database --dba-password=$RT_DB_PASS --action init --skip-create > > This creates the database shell with just the default content to get a functioning RT install. We then enable full text searching using > > /opt/rt4/sbin/rt-setup-fulltext-index --dba ${RT_DB_USER} --dba-password ${RT_DB_PASS} --table=AttachmentsIndex --column=ContentIndex --index-type=GIN > > followed by installing any plugins that we need to install using a git checkout + make + make install + make initdb (if required). We version control all the configuration files and drop them into place when needed. > > So far this has allowed us to get a fully reproducible base installation of RT. We then apply our scripts to add custom fields, populate their values, make changes to initial data configurations such as default templates and scrips, etc. > > This makes for an easy way to create the base RT with all our customizations. We only run this if we're running tests to ensure that starting from scratch still works as expected, otherwise we make a backup of the database and just restore that because it's _so much faster_. > > ----- Original Message ----- > | > | Hi, > | > | I've had a look through the list archives and seen a couple of mentions > | of this but nothing recent and thought I'd ask again in case there is > | something new out there. > | > | What are people doing to manage reproducable deployments of RT other > | than just dumping the database of a production machine and loading on a > | development one. > | > | I am using puppet currently to deploy RT. > | > | Puppet does a good job of getting RT installed and running. > | > | I am struggling with how to manage the RT configuration itself, the > | stuff that is done from within the web interface or from initialdata > | using rt-setup-database. > | > | We use vagrant for the development environment and the ideal situation > | is that running "vagrant up" will bring up a copy of RT running the > | latest config. > | > | I want all changes on the production machines done not by the web > | interface but in some sort of reproducable way. > | > | What I have so far is a hacked up solution using a custom script to call > | rt_setup_database and using my own custom fragments to init the data. > | > | The main issue here is I wanted it to be idempotent so if called from > | puppet no harm is done if it has already made the change. > | > | So far I'm doing ugly things like using the @Init section to check if a > | particular change exists in the database already and not making it if it > | does. This also prevents adding multiple entries for things when the > | code is run multiple times. > | > | My solution is working although it feels clunky. > | > | I guess one better option would be a full puppet implementation modeling all > | of > | Rt's configuration. That just felt like a job far too big to tackle :(. > | > | Does anyone have any suggestions or stories of how they are managing > | this situation? > | > | Kind regards > | Bart > | -- > | > | Bart Bunting - URSYS > | PH: 02 87452811 > | Mbl: 0409560005 > | --------- > | RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > | * Los Angeles - September, 2016 > | > > -- > James A. Peltier > IT Services - Research Computing Group > Simon Fraser University - Burnaby Campus > Phone : 604-365-6432 > Fax : 778-782-3045 > E-Mail : jpeltier at sfu.ca > Website : http://www.sfu.ca/itservices > Twitter : @sfu_rcg > Powering Engagement Through Technology Bart -- Bart Bunting - URSYS PH: 02 87452811 Mbl: 0409560005 From guadagnino.cristiano at creval.it Mon Jun 20 02:33:33 2016 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Mon, 20 Jun 2016 06:33:33 +0000 Subject: [rt-users] Critical error after upgrading to RT 4.4.0 In-Reply-To: References: <1784393.vgqTaAxWz6@xmper8q3.gcv.dom> <2478869.mmS29qrjT0@xmper8q3.gcv.dom> Message-ID: <2400112.jtGIPo3cLD@xmper8q3.gcv.dom> Hi Shawn, I applied the patch a few days ago and it seems to be working quite well! Thank you! Cris Il venerd? 10 giugno 2016 alle 16:11:54 CEST, Shawn Moore ha scritto: > On 2016?6?6? at 4:14:57, Guadagnino Cristiano (guadagnino.cristiano at creval.it) wrote: > > Hi Shawn! > > Hi Cris, > > > Uhm. The only thing I can think of is that I have added a custom role. > > Maybe this is the thing that's giving me problems? > > > > Apparently however the custom role is behaving well. > > I replicated the issue (it happens when a user has CreateTicket but not > ShowTicket) and I believe I?ve fixed it. Can you try the following patch? > > https://github.com/bestpractical/rt/commit/5d0a88d47f141f37fdb8bb7c6e3428c12 > 2aff423 > > The fix will be included as part of RT 4.4.1 as this is definitely a > blocker! > > Thank you! > > > > Cris > > Thanks for helping track this down, and sorry about the trouble. > > Cheers, > Shawn > --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Los Angeles - September, 2016 From shawn at bestpractical.com Mon Jun 20 16:30:56 2016 From: shawn at bestpractical.com (Shawn Moore) Date: Mon, 20 Jun 2016 16:30:56 -0400 Subject: [rt-users] Error when initializing database with external auth enabled In-Reply-To: References: Message-ID: On 2016?5?24? at 20:27:02, Bart Bunting (bart.bunting at ursys.com.au) wrote: > Hi there, Hi Bart, > I may be just missing something but this is failing miserably for me and > I am not sure what the correct way to fix it is: > > Running rt 4.4.1 rc1 as of today. I?m glad to hear it. :) > When I have the external authentication configuration enabled in > RT_SiteConfig.pm the > initial database import breaks. I think this is because when it trys to > add the "root" user it attempts to canonicalize the name from ldap which > fails. You?re exactly right. It?s even trying to canonicalize the RT System and Nobody users too. > I can work around this by having puppet install one version of RT_SiteConfig.pm without > external authentication configured, run the database import and then > replace it with a version with external auth enabled. > > This works, I've tested it. > > It just feels terribly ugly and wrong. Indeed it is, but hey, it works. > Can anyone suggest what I might be doing wrong here or is this a genuine > issue? It?s a genuine issue. I?ve created an Issues ticket on your behalf: https://issues.bestpractical.com/Ticket/Display.html?id=32009 I?ve also fixed the underlying issue with the following two commits (the first for RT System and Nobody, the latter for the root user): https://github.com/bestpractical/rt/commit/86b45ac4e26 https://github.com/bestpractical/rt/commit/a32c5813bdd These fixes will be included in RT 4.4.1rc2, but if you want to apply the patches ahead of time, you can get rid of your double SiteConfig hack. > Kind regards > Bart Thank you for testing the RCs! Shawn From bart.bunting at ursys.com.au Mon Jun 20 19:12:20 2016 From: bart.bunting at ursys.com.au (Bart Bunting) Date: Tue, 21 Jun 2016 09:12:20 +1000 Subject: [rt-users] Error when initializing database with external auth enabled In-Reply-To: References: Message-ID: Shawn, Thanks for the fix. I'll rework my configuration once the commit is merged, things in that department are working ok at the moment and I'm still fighting other small fires from the transition. Much appreciate the update and fix though! Kind regards Bart Shawn Moore writes: > On 2016?5?24? at 20:27:02, Bart Bunting (bart.bunting at ursys.com.au) wrote: >> Hi there, > > Hi Bart, > >> I may be just missing something but this is failing miserably for me and >> I am not sure what the correct way to fix it is: >> >> Running rt 4.4.1 rc1 as of today. > > I?m glad to hear it. :) > >> When I have the external authentication configuration enabled in >> RT_SiteConfig.pm the >> initial database import breaks. I think this is because when it trys to >> add the "root" user it attempts to canonicalize the name from ldap which >> fails. > > You?re exactly right. It?s even trying to canonicalize the RT System and Nobody users too. > >> I can work around this by having puppet install one version of RT_SiteConfig.pm without >> external authentication configured, run the database import and then >> replace it with a version with external auth enabled. >> >> This works, I've tested it. >> >> It just feels terribly ugly and wrong. > > Indeed it is, but hey, it works. > >> Can anyone suggest what I might be doing wrong here or is this a genuine >> issue? > > It?s a genuine issue. I?ve created an Issues ticket on your behalf: > > https://issues.bestpractical.com/Ticket/Display.html?id=32009 > > I?ve also fixed the underlying issue with the following two commits (the first for RT System and Nobody, the latter for the root user): > > https://github.com/bestpractical/rt/commit/86b45ac4e26 > https://github.com/bestpractical/rt/commit/a32c5813bdd > > These fixes will be included in RT 4.4.1rc2, but if you want to apply the patches ahead of time, you can get rid of your double SiteConfig hack. > >> Kind regards >> Bart > > Thank you for testing the RCs! > Shawn > --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Los Angeles - September, 2016 Bart -- Bart Bunting - URSYS PH: 02 87452811 Mbl: 0409560005 From bart.bunting at ursys.com.au Mon Jun 20 19:32:51 2016 From: bart.bunting at ursys.com.au (Bart Bunting) Date: Tue, 21 Jun 2016 09:32:51 +1000 Subject: [rt-users] "Show results" link? Message-ID: Hi again, In our old version of RT we used to have a "Show results" link when accessing tickets from searches. This appears to no longer exist and my helpdesk staff are sad :). It does exist inside the menu structure but the complaint is that they want a single click to be able to return to the search as in previous version. Is there a way of reenabling this behaviour or should I simply write my own customization to add this? I've looked through the config options and can't see anything that suggests it's configurable. Kind regards Bart -- Bart Bunting - URSYS PH: 02 87452811 Mbl: 0409560005 From aniket.tripathy at gmail.com Tue Jun 21 03:26:27 2016 From: aniket.tripathy at gmail.com (aniket tripathy) Date: Tue, 21 Jun 2016 12:56:27 +0530 Subject: [rt-users] Getting Unknown encoding 'UTF-8' error after installing Hook-LexWrap-0.25 In-Reply-To: References: Message-ID: Apologies foilks. The error was due to compilation issues in my Users_Local.pm file. On Thu, Jun 16, 2016 at 7:44 PM, aniket tripathy wrote: > Hi All, > > We are using RT 4.4.0 in our organization. As part of some custom > development, we installed Hook-LexWrap-0.25 using cpan. > > We are getting the following error on starting the rt-server after > installing the Hook::LexWrap module > > "Unknown encoding 'UTF-8' at /opt/requestTracker/sbin/../lib/RT.pm line > 270." > > > Once we omit the Users_Local.pm file which uses the LexWrap module, > rt-server starts up fine. > > We are perl newbies. Did we miss something during installation of module > or is there any dependency issues between RT 4.4.0 and Hook-LexWrap-0.25? > > Thanks. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From joel.bergmark at t3.se Tue Jun 21 03:32:26 2016 From: joel.bergmark at t3.se (Joel Bergmark) Date: Tue, 21 Jun 2016 07:32:26 +0000 Subject: [rt-users] Random problems replying to tickets Message-ID: <2d1c1c3ff03048f294863deab2865a53@T3EX01.t3s.local> Hi Yesterday I moved our customer service in to RT, worked excellently until this morning. Now RT warns me about replies not being accepted: foo at bar.se has no right to reply to ticket 118807 in queue Kundservice The problem is that Everyone has the right to reply to tickets. One issue I can imagine Is that we sends tickets to a foo at bar2.se bur replies comes from bar at bar2.se so far this should never been an issue before. The customer service is the last piece and we never seen this before on any other (about 10 queues in use since 8 months. So far its worked to delete the specific row in the database/users/foouser-row and then it seems to work. But now I just got the same problem with my test gmail (personal) account. Anyone knows anything about this? Regards Joel -------------- next part -------------- An HTML attachment was scrubbed... URL: From aniket.tripathy at gmail.com Tue Jun 21 03:35:41 2016 From: aniket.tripathy at gmail.com (aniket tripathy) Date: Tue, 21 Jun 2016 13:05:41 +0530 Subject: [rt-users] Getting CurrentUser reference in Users overlay file Message-ID: Hi, I intend to filter the results returned by SimpleSearch method in Users.pm based on the custom field value set in the current user logged in. I am using Hook::LexWrap in the Users_Local.pm overlay file, to write a post method to filter the results of SimpleSearch. How can I get a ref of CurrentUser which in turn will help to fetch the custom field value on that user? I tried using my $user = $self->CurrentUser; But getting the following error: [error]: Can't locate object method "CurrentUser" via package "Privileged" (perhaps you forgot to load "Privileged"?) Can anybody suggest what am I doing wrong here? Thanks in Advance. -Aniket -------------- next part -------------- An HTML attachment was scrubbed... URL: From guadagnino.cristiano at creval.it Tue Jun 21 04:32:01 2016 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Tue, 21 Jun 2016 08:32:01 +0000 Subject: [rt-users] [rt-announce] New site for the RT Wiki In-Reply-To: References: Message-ID: <11552965.bAfn8POTUM@xmper8q3.gcv.dom> Hi Jim, this is great news, since Wikia has become really unusable, even with AdBlock turned on. Moreover, my employer just blocked Wikia because of the main focus on gaming. I spent an hour yesterday reformatting my articles for the new wiki (some formatting had been lost). Now everything is good, but my articles are lacking images. I recovered the original images from Wikia, but apparently the new wiki is not configured to allow image upload. Are you going to fix this problem, or should we rely on an external image repository? Regards Cris Il venerd? 17 giugno 2016 alle 12:58:56 CEST, Jim Brandt ha scritto: > Hello RT Users, > > Best Practical is moving the RT wiki to a new hosting site! > > If you've used the RT community wiki over the years, you may have > noticed the ads have increased quite a bit on Wikia. To make sure RT > users have a productive environment to share their RT knowledge, we're > moving to our own hosted wiki so you can focus just on reading about and > sharing RT knowledge. > > We need your help to complete the cut-over. > > The new wiki is now available here: > > https://rt-wiki.bestpractical.com > > We have copied over all of the great content from the current wiki and > now we'd like you to check the new site and confirm the content has been > copied correctly. Also, we're unable to move the accounts, so we'd like > you to sign up for a new account and try editing some pages. > > Our plan is to welcome feedback for the next 2 weeks and fix any issues > you discover. Assuming there are no major issues, on Wednesday, June 29, > we're targeting a cut-over where we'll make the new wiki the primary RT > wiki. Shortly after that, we'll work on turning off the version on Wikia. > > You can see current changes and issues, and add new ones, here: > > https://rt-wiki.bestpractical.com/index.php?title=Wikia_Move > > Or send email to us at feedback at bestpractical.com > > We hope you like the new wiki site and as always, thanks for your help > and support for RT! > > Best Practical > _______________________________________________ > rt-announce mailing list > rt-announce at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce > --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Los Angeles - September, 2016 From joel.bergmark at t3.se Tue Jun 21 04:40:57 2016 From: joel.bergmark at t3.se (Joel Bergmark) Date: Tue, 21 Jun 2016 08:40:57 +0000 Subject: [rt-users] Random problems replying to tickets In-Reply-To: <2d1c1c3ff03048f294863deab2865a53@T3EX01.t3s.local> References: <2d1c1c3ff03048f294863deab2865a53@T3EX01.t3s.local> Message-ID: Not sure what happend here, but reload of the server have solved the issue. Regards. Fr?n: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] F?r Joel Bergmark Skickat: den 21 juni 2016 09:32 Till: rt-users at lists.bestpractical.com ?mne: [rt-users] Random problems replying to tickets Hi Yesterday I moved our customer service in to RT, worked excellently until this morning. Now RT warns me about replies not being accepted: foo at bar.se has no right to reply to ticket 118807 in queue Kundservice The problem is that Everyone has the right to reply to tickets. One issue I can imagine Is that we sends tickets to a foo at bar2.se bur replies comes from bar at bar2.se so far this should never been an issue before. The customer service is the last piece and we never seen this before on any other (about 10 queues in use since 8 months. So far its worked to delete the specific row in the database/users/foouser-row and then it seems to work. But now I just got the same problem with my test gmail (personal) account. Anyone knows anything about this? Regards Joel -------------- next part -------------- An HTML attachment was scrubbed... URL: From guadagnino.cristiano at creval.it Tue Jun 21 05:56:45 2016 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Tue, 21 Jun 2016 09:56:45 +0000 Subject: [rt-users] Original request on Resolve page Message-ID: <1852719.d1Vd3tJPaK@xmper8q3.gcv.dom> Hi all, we thought it would be nice to be able to see the original request when resolving a ticket. Does anybody know how to implement this (or maybe someone already did)? Thank you in advance Cris From woody at wildthingsafaris.com Tue Jun 21 08:40:19 2016 From: woody at wildthingsafaris.com (Woody - Wild Thing Safaris) Date: Tue, 21 Jun 2016 15:40:19 +0300 Subject: [rt-users] powetmaster undeliverd loop prevention Message-ID: <576935B3.3030501@wildthingsafaris.com> Hello, I recently had an issue where one of the requestor emails was bouncing, and a reply was sent from postmaster back to RT. The reply also contained the subject tag, so caused a correspondence on the ticket, mailing the bouncing requestor again and creating another postmaster mail. I see there is bulk detection, and Set($RedistributeAutoGeneratedMessages, "privileged"); But the loop was caused by mails from postmaster at domain.com which corresponded to requestor unknownuser at domain.com who was unprivileged. I'm unsure if i have things set up right - ideally any mails from postmaster would never get sent to anyone. secondly if i disable a user, mails that are rejected cause a mail to OwnerEmail (faied to crete ticket) - i don't want a mail to OwnerEmail as they're basically spam users that are disabled, but i do want OwnerEmail to appear on the login page for support enquiries. I see i can turn off loop detection mails with Set($LoopsToRTOwner, 1); but don't see anything to stop the "fialed to create ticket" emails thanks Woody. -- ----------------------- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com From rtusers-20090205 at billmail.scconsult.com Tue Jun 21 10:43:48 2016 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Tue, 21 Jun 2016 10:43:48 -0400 Subject: [rt-users] powetmaster undeliverd loop prevention In-Reply-To: <576935B3.3030501@wildthingsafaris.com> References: <576935B3.3030501@wildthingsafaris.com> Message-ID: On 21 Jun 2016, at 8:40, Woody - Wild Thing Safaris wrote: > Hello, > > I recently had an issue where one of the requestor emails was > bouncing, and a reply was sent from postmaster back to RT. The reply > also contained the subject tag, so caused a correspondence on the > ticket, mailing the bouncing requestor again and creating another > postmaster mail. > > I see there is bulk detection, and > > Set($RedistributeAutoGeneratedMessages, "privileged"); > > But the loop was caused by mails from postmaster at domain.com which > corresponded to requestor unknownuser at domain.com who was unprivileged. > > I'm unsure if i have things set up right - ideally any mails from > postmaster would never get sent to anyone. One solution for bounces hitting RT: http://www.mailermailer.com/labs/projects/RT-Bounce-Handler.rwp > secondly > > if i disable a user, mails that are rejected cause a mail to > OwnerEmail (faied to crete ticket) - i don't want a mail to OwnerEmail > as they're basically spam users that are disabled, but i do want > OwnerEmail to appear on the login page for support enquiries. > > I see i can turn off loop detection mails with > > Set($LoopsToRTOwner, 1); > > but don't see anything to stop the "fialed to create ticket" emails It is best to handle that at the MTA rather than in RT. If you have widely-exposed addresses feeding into RT which autocreate users & new tickets, you really need a robust spam filtering rig protecting RT that is configured specifically for RT protection. The strong bias towards permanence in RT makes it a nuisance to try to clean up after the spam has gotten in; it's easier to just keep it out. I don't have a spam problem with the RT I currently manage, but something I've done on past systems was to have a "Spammers" group in RT and periodically extract its members email addresses and use that as a bi-directional blacklist on the MTA, in my case as part of a 'make' process that rebuilt the Sendmail AccessDB. Once an address is blocked at the MTA, you can shred the bogus account and the ticket(s) it created in RT. I can't share my code and am not sure that I even still have a copy of it, but the concept is pretty easy to implement. If you're using Postfix it would be simpler than with Sendmail, since you don't have a monolithic BDB AccessDB to rebuild with each change. From kirby at umbc.edu Tue Jun 21 12:20:32 2016 From: kirby at umbc.edu (Joe Kirby) Date: Tue, 21 Jun 2016 12:20:32 -0400 Subject: [rt-users] Options to use BOX for external storage in 4.4.1 Message-ID: <45911075-A279-488F-8CFD-8743EA8D30DE@umbc.edu> UMBC leverages BOX for our cloud storage. I see the native options for Dropbox and AmazonS3 My hope was to create a folder in BOX that was only usable by RT and thus security of our BOX solution is provided via the RT ticket. In other words, if a user has access to a ticket now they can see the attachment because it is all within RT. If stored in a folder in external storage do users need access to that folder or is RT sufficient and the security within RT is still enforced. Am I assuming too much here? Thank you, Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - kirby at umbc.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From kirby at umbc.edu Tue Jun 21 19:16:32 2016 From: kirby at umbc.edu (Joe Kirby) Date: Tue, 21 Jun 2016 19:16:32 -0400 Subject: [rt-users] url encoding Message-ID: <5D18BB9B-6B87-4A85-B479-ED45B788204F@umbc.edu> I have a template which provides a link to our survey tool and recently I was asked to add subject to the parts included in the url. Since the ticket subject contains spaces, etc. that may not lend them selves to a url I found a way to handle spaces but then I get a subject with a # sign which creates a short circuited subject value Below are 2 options with the ending part(in red) differs. The first one works but only handles spaces. The second one would be wholistic but RT does not like the syntax. Any ideas? Thanks Joe 1. If you agree your issue is resolved, please give us feedback on your experience by completing a brief satisfaction survey: https://umbc.us2.qualtrics.com/SE/?SID=SV_etfDUq3MTISF6Ly&groupid=ITNM&ticketid={$Ticket->Id}&ticketowner={$Ticket->OwnerObj->EmailAddress}&customeremail={$Ticket->RequestorAddresses}&ticketsubject={$Ticket->Subject=~ s/\s/\%20/gr} 2. If you agree your issue is resolved, please give us feedback on your experience by completing a brief satisfaction survey: https://umbc.co1.qualtrics.com/SE/?SID=SV_4IbNK0n1unOaIEB&groupid=BSG&ticketid={$Ticket->Id}&ticketowner={$Ticket->OwnerObj->EmailAddress}&customeremail={$Ticket->RequestorAddresses}&ticketsubject={uri_escape($Ticket->Subject)} Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - kirby at umbc.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Wed Jun 22 03:42:52 2016 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 22 Jun 2016 09:42:52 +0200 Subject: [rt-users] url encoding In-Reply-To: <5D18BB9B-6B87-4A85-B479-ED45B788204F@umbc.edu> References: <5D18BB9B-6B87-4A85-B479-ED45B788204F@umbc.edu> Message-ID: Le 22/06/2016 ? 01:16, Joe Kirby a ?crit : > I have a template which provides a link to our survey tool and recently > I was asked to add subject to the parts included in the url. > > Since the ticket subject contains spaces, etc. that may not lend them > selves to a url > > I found a way to handle spaces but then I get a subject with a # sign > which creates a short circuited subject value > > Below are 2 options with the ending part(in red) differs. > > The first one works but only handles spaces. > > The second one would be wholistic but RT does not like the syntax. Any > ideas? > you can use: {use URI::Escape; uri_escape($Ticket->Subject);} or any other perl module that does the same. From cloos at netcologne.de Wed Jun 22 04:48:58 2016 From: cloos at netcologne.de (Christian Loos) Date: Wed, 22 Jun 2016 10:48:58 +0200 Subject: [rt-users] url encoding In-Reply-To: <5D18BB9B-6B87-4A85-B479-ED45B788204F@umbc.edu> References: <5D18BB9B-6B87-4A85-B479-ED45B788204F@umbc.edu> Message-ID: <576A50FA.6060801@netcologne.de> > https://umbc.co1.qualtrics.com/SE/?SID=SV_4IbNK0n1unOaIEB&groupid=BSG&ticketid={$Ticket->Id}&ticketowner={$Ticket->OwnerObj->EmailAddress}&customeremail={$Ticket->RequestorAddresses}&ticketsubject={uri_escape($Ticket->Subject)} I would use the /Elements/QueryString RT component here, which will do all the funny URI encoding and parameter concatenation for you: { my $query_string = $m->comp('/Elements/QueryString', SID => 'SV_4IbNK0n1unOaIEB', groupid => 'BSG', ticketid => $Ticket->Id, ticketowner => $Ticket->OwnerObj->EmailAddress, customeremail => $Ticket->RequestorAddresses, ticketsubject => $Ticket->Subject, ); } https://umbc.co1.qualtrics.com/SE/?{$query_string} Chris From elacour at easter-eggs.com Wed Jun 22 04:59:31 2016 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 22 Jun 2016 10:59:31 +0200 Subject: [rt-users] url encoding In-Reply-To: <576A50FA.6060801@netcologne.de> References: <5D18BB9B-6B87-4A85-B479-ED45B788204F@umbc.edu> <576A50FA.6060801@netcologne.de> Message-ID: <87ad2866-4125-79aa-dbee-d9833b457a99@easter-eggs.com> Le 22/06/2016 ? 10:48, Christian Loos a ?crit : >> https://umbc.co1.qualtrics.com/SE/?SID=SV_4IbNK0n1unOaIEB&groupid=BSG&ticketid={$Ticket->Id}&ticketowner={$Ticket->OwnerObj->EmailAddress}&customeremail={$Ticket->RequestorAddresses}&ticketsubject={uri_escape($Ticket->Subject)} > > I would use the /Elements/QueryString RT component here, which will do > all the funny URI encoding and parameter concatenation for you: > > { > my $query_string = $m->comp('/Elements/QueryString', > SID => 'SV_4IbNK0n1unOaIEB', > groupid => 'BSG', > ticketid => $Ticket->Id, > ticketowner => $Ticket->OwnerObj->EmailAddress, > customeremail => $Ticket->RequestorAddresses, > ticketsubject => $Ticket->Subject, > ); > } > > https://umbc.co1.qualtrics.com/SE/?{$query_string} > Nice idea, but is $m available in RT templates (never tried) ? From cloos at netcologne.de Wed Jun 22 05:12:37 2016 From: cloos at netcologne.de (Christian Loos) Date: Wed, 22 Jun 2016 11:12:37 +0200 Subject: [rt-users] url encoding In-Reply-To: <87ad2866-4125-79aa-dbee-d9833b457a99@easter-eggs.com> References: <5D18BB9B-6B87-4A85-B479-ED45B788204F@umbc.edu> <576A50FA.6060801@netcologne.de> <87ad2866-4125-79aa-dbee-d9833b457a99@easter-eggs.com> Message-ID: <576A5685.9070007@netcologne.de> Am 22.06.2016 um 10:59 schrieb Emmanuel Lacour: > Nice idea, but is $m available in RT templates (never tried) ? You are right, you must replace line my $query_string = $m->comp('/Elements/QueryString', with my $query_string = $HTML::Mason::Commands::m->comp('/Elements/QueryString', Chris From kirby at umbc.edu Wed Jun 22 06:40:14 2016 From: kirby at umbc.edu (Joe Kirby) Date: Wed, 22 Jun 2016 06:40:14 -0400 Subject: [rt-users] url encoding In-Reply-To: <576A5685.9070007@netcologne.de> References: <5D18BB9B-6B87-4A85-B479-ED45B788204F@umbc.edu> <576A50FA.6060801@netcologne.de> <87ad2866-4125-79aa-dbee-d9833b457a99@easter-eggs.com> <576A5685.9070007@netcologne.de> Message-ID: <057DFAD9-AD1F-4BC7-911C-E81EEC6079F7@umbc.edu> Thank you both. It does do a great job of translating however it does not seem the field is actually available for the command line Here is the full template and then the email result. Am I missing a comma or something? TEMPLATE-------- RT-Attach-Message: Yes Subject: {$Ticket->Subject} [RESOLVED] R e s o l u t i o n: = = = = = = = = = = = = = = = = = = = {$Transaction->Content()} _________________________________________ If you agree your issue is resolved, please give us feedback on your experience by completing a brief satisfaction survey: { my $query_string = $HTML::Mason::Commands::m->comp('/Elements/QueryString', SID => 'SV_4IbNK0n1unOaIEB', groupid => 'BSG', ticketid => $Ticket->Id, ticketowner => $Ticket->OwnerObj->EmailAddress, customeremail => $Ticket->RequestorAddresses, ticketsubject => $Ticket->Subject, ); } https://umbc.co1.qualtrics.com/SE/?{'$query_string'} If you believe your issue has not been resolved, please respond to this message, which will reopen your ticket. Note: A full record of your request can be found at: Ticket Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} > Thank You ?????????? Email result from TEMPLATE R e s o l u t i o n: = = = = = = = = = = = = = = = = = = = This transaction appears to have no content _________________________________________ If you agree your issue is resolved, please give us feedback on your experience by completing a brief satisfaction survey: SID=SV_4IbNK0n1unOaIEB&customeremail=jkirby%40umbc.edu &groupid=BSG&ticketid=706954&ticketsubject=Test%20Case%23%201234 https://umbc.co1.qualtrics.com/SE/?$query_string If you believe your issue has not been resolved, please respond to this message, which will reopen your ticket. Note: A full record of your request can be found at: Ticket > Thank You Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - kirby at umbc.edu > On Jun 22, 2016, at 5:12 AM, Christian Loos wrote: > > Am 22.06.2016 um 10:59 schrieb Emmanuel Lacour: >> Nice idea, but is $m available in RT templates (never tried) ? > > You are right, you must replace line > > my $query_string = $m->comp('/Elements/QueryString', > > with > > my $query_string = $HTML::Mason::Commands::m->comp('/Elements/QueryString', > > Chris -------------- next part -------------- An HTML attachment was scrubbed... URL: From cloos at netcologne.de Wed Jun 22 06:52:57 2016 From: cloos at netcologne.de (Christian Loos) Date: Wed, 22 Jun 2016 12:52:57 +0200 Subject: [rt-users] url encoding In-Reply-To: <057DFAD9-AD1F-4BC7-911C-E81EEC6079F7@umbc.edu> References: <5D18BB9B-6B87-4A85-B479-ED45B788204F@umbc.edu> <576A50FA.6060801@netcologne.de> <87ad2866-4125-79aa-dbee-d9833b457a99@easter-eggs.com> <576A5685.9070007@netcologne.de> <057DFAD9-AD1F-4BC7-911C-E81EEC6079F7@umbc.edu> Message-ID: <576A6E09.2010600@netcologne.de> OK, my fault ;-) Change my $query_string = $HTML::Mason::Commands::m->comp('/Elements/QueryString', to this (note the 's') my $query_string = $HTML::Mason::Commands::m->scomp('/Elements/QueryString', and this https://umbc.co1.qualtrics.com/SE/?{'$query_string'} should be this (no quotes) https://umbc.co1.qualtrics.com/SE/?{$query_string} Chris Am 22.06.2016 um 12:40 schrieb Joe Kirby: > Thank you both. > > It does do a great job of translating however it does not seem the field > is actually available for the command line > > Here is the full template and then the email result. Am I missing a > comma or something? > > TEMPLATE-------- > RT-Attach-Message: Yes > Subject: {$Ticket->Subject} [RESOLVED] > > R e s o l u t i o n: > = = = = = = = = = = = = = = = = = = = > > {$Transaction->Content()} > _________________________________________ > > If you agree your issue is resolved, please give us feedback on your > experience by completing a brief satisfaction survey: > > { > my $query_string = $HTML::Mason::Commands::m->comp('/Elements/QueryString', > SID => 'SV_4IbNK0n1unOaIEB', > groupid => 'BSG', > ticketid => $Ticket->Id, > ticketowner => $Ticket->OwnerObj->EmailAddress, > customeremail => $Ticket->RequestorAddresses, > ticketsubject => $Ticket->Subject, > ); > } > https://umbc.co1.qualtrics.com/SE/?{'$query_string'} > > > If you believe your issue has not been resolved, please respond to this > message, which will reopen your ticket. Note: A full record of your > request can be found at: > > Ticket {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} > > > Thank You > ?????????? > > Email result from TEMPLATE > > R e s o l u t i o n: > = = = = = = = = = = = = = = = = = = = > > This transaction appears to have no content > _________________________________________ > > If you agree your issue is resolved, please give us feedback on your > experience by completing a brief satisfaction survey: > > SID=SV_4IbNK0n1unOaIEB&customeremail=jkirby%40umbc.edu > &groupid=BSG&ticketid=706954&ticketsubject=Test%20Case%23%201234 > https://umbc.co1.qualtrics.com/SE/?$query_string > > > If you believe your issue has not been resolved, please respond to this > message, which will reopen your ticket. Note: A full record of your > request can be found at: > > Ticket > > Thank You > > Joe Kirby , Assistant Vice President, Business Systems > Division of Information Technology (DoIT) > Support Response - http://www.umbc.edu/doit > Administration 627 > Office - 410-455-3020 > Email - kirby at umbc.edu > >> On Jun 22, 2016, at 5:12 AM, Christian Loos > > wrote: >> >> Am 22.06.2016 um 10:59 schrieb Emmanuel Lacour: >>> Nice idea, but is $m available in RT templates (never tried) ? >> >> You are right, you must replace line >> >> my $query_string = $m->comp('/Elements/QueryString', >> >> with >> >> my $query_string = >> $HTML::Mason::Commands::m->comp('/Elements/QueryString', >> >> Chris > -- Christian Loos NETCOLOGNE Gesellschaft f?r Telekommunikation mbH Am Coloneum 9 | 50829 K?ln Gesch?ftsf?hrer: Jost Hermanns, Mario Wilhelm Vorsitzender des Aufsichtsrates: Dr. Andreas Cerbe HRB 25580, AG K?ln From kirby at umbc.edu Wed Jun 22 06:56:56 2016 From: kirby at umbc.edu (Joe Kirby) Date: Wed, 22 Jun 2016 06:56:56 -0400 Subject: [rt-users] url encoding In-Reply-To: <576A6E09.2010600@netcologne.de> References: <5D18BB9B-6B87-4A85-B479-ED45B788204F@umbc.edu> <576A50FA.6060801@netcologne.de> <87ad2866-4125-79aa-dbee-d9833b457a99@easter-eggs.com> <576A5685.9070007@netcologne.de> <057DFAD9-AD1F-4BC7-911C-E81EEC6079F7@umbc.edu> <576A6E09.2010600@netcologne.de> Message-ID: <8065F70F-8E18-4C77-A114-1C7707779D2A@umbc.edu> Thank you for such a quick response I did what you said and it suppresses the value in the email but I am still not getting the value for query_string places within the url for some reason. I did remove the quotes as that was a last ditch effort the last time I tried Here is the result with the s in from of comp If you agree your issue is resolved, please give us feedback on your experience by completing a brief satisfaction survey: https://umbc.co1.qualtrics.com/SE/? Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - kirby at umbc.edu > On Jun 22, 2016, at 6:52 AM, Christian Loos wrote: > > OK, my fault ;-) > > Change > > my $query_string = $HTML::Mason::Commands::m->comp('/Elements/QueryString', > > to this (note the 's') > > my $query_string = $HTML::Mason::Commands::m->scomp('/Elements/QueryString', > > and this > > https://umbc.co1.qualtrics.com/SE/?{'$query_string'} > > should be this (no quotes) > > https://umbc.co1.qualtrics.com/SE/?{$query_string} > > Chris > > Am 22.06.2016 um 12:40 schrieb Joe Kirby: >> Thank you both. >> >> It does do a great job of translating however it does not seem the field >> is actually available for the command line >> >> Here is the full template and then the email result. Am I missing a >> comma or something? >> >> TEMPLATE-------- >> RT-Attach-Message: Yes >> Subject: {$Ticket->Subject} [RESOLVED] >> >> R e s o l u t i o n: >> = = = = = = = = = = = = = = = = = = = >> >> {$Transaction->Content()} >> _________________________________________ >> >> If you agree your issue is resolved, please give us feedback on your >> experience by completing a brief satisfaction survey: >> >> { >> my $query_string = $HTML::Mason::Commands::m->comp('/Elements/QueryString', >> SID => 'SV_4IbNK0n1unOaIEB', >> groupid => 'BSG', >> ticketid => $Ticket->Id, >> ticketowner => $Ticket->OwnerObj->EmailAddress, >> customeremail => $Ticket->RequestorAddresses, >> ticketsubject => $Ticket->Subject, >> ); >> } >> https://umbc.co1.qualtrics.com/SE/?{'$query_string'} >> >> >> If you believe your issue has not been resolved, please respond to this >> message, which will reopen your ticket. Note: A full record of your >> request can be found at: >> >> Ticket > {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} > >> >> Thank You >> ?????????? >> >> Email result from TEMPLATE >> >> R e s o l u t i o n: >> = = = = = = = = = = = = = = = = = = = >> >> This transaction appears to have no content >> _________________________________________ >> >> If you agree your issue is resolved, please give us feedback on your >> experience by completing a brief satisfaction survey: >> >> SID=SV_4IbNK0n1unOaIEB&customeremail=jkirby%40umbc.edu >> &groupid=BSG&ticketid=706954&ticketsubject=Test%20Case%23%201234 >> https://umbc.co1.qualtrics.com/SE/?$query_string >> >> >> If you believe your issue has not been resolved, please respond to this >> message, which will reopen your ticket. Note: A full record of your >> request can be found at: >> >> Ticket >> >> Thank You >> >> Joe Kirby , Assistant Vice President, Business Systems >> Division of Information Technology (DoIT) >> Support Response - http://www.umbc.edu/doit >> Administration 627 >> Office - 410-455-3020 >> Email - kirby at umbc.edu >> >>> On Jun 22, 2016, at 5:12 AM, Christian Loos >> > wrote: >>> >>> Am 22.06.2016 um 10:59 schrieb Emmanuel Lacour: >>>> Nice idea, but is $m available in RT templates (never tried) ? >>> >>> You are right, you must replace line >>> >>> my $query_string = $m->comp('/Elements/QueryString', >>> >>> with >>> >>> my $query_string = >>> $HTML::Mason::Commands::m->comp('/Elements/QueryString', >>> >>> Chris >> > > -- > Christian Loos > > NETCOLOGNE Gesellschaft f?r Telekommunikation mbH > Am Coloneum 9 | 50829 K?ln > > Gesch?ftsf?hrer: Jost Hermanns, Mario Wilhelm > Vorsitzender des Aufsichtsrates: Dr. Andreas Cerbe > HRB 25580, AG K?ln -------------- next part -------------- An HTML attachment was scrubbed... URL: From cloos at netcologne.de Wed Jun 22 07:00:30 2016 From: cloos at netcologne.de (Christian Loos) Date: Wed, 22 Jun 2016 13:00:30 +0200 Subject: [rt-users] url encoding In-Reply-To: <8065F70F-8E18-4C77-A114-1C7707779D2A@umbc.edu> References: <5D18BB9B-6B87-4A85-B479-ED45B788204F@umbc.edu> <576A50FA.6060801@netcologne.de> <87ad2866-4125-79aa-dbee-d9833b457a99@easter-eggs.com> <576A5685.9070007@netcologne.de> <057DFAD9-AD1F-4BC7-911C-E81EEC6079F7@umbc.edu> <576A6E09.2010600@netcologne.de> <8065F70F-8E18-4C77-A114-1C7707779D2A@umbc.edu> Message-ID: <576A6FCE.3080209@netcologne.de> OK, I now see the problem. Try this: https://umbc.co1.qualtrics.com/SE/?{$m->comp('/Elements/QueryString', SID => 'SV_4IbNK0n1unOaIEB', groupid => 'BSG', ticketid => $Ticket->Id, ticketowner => $Ticket->OwnerObj->EmailAddress, customeremail => $Ticket->RequestorAddresses, ticketsubject => $Ticket->Subject, ); } Am 22.06.2016 um 12:56 schrieb Joe Kirby: > Thank you for such a quick response > > I did what you said and it suppresses the value in the email but I am > still not getting the value for query_string places within the url for > some reason. I did remove the quotes as that was a last ditch effort the > last time I tried > > Here is the result with the s in from of comp > > If you agree your issue is resolved, please give us feedback on your > experience by completing a brief satisfaction survey: > > > https://umbc.co1.qualtrics.com/SE/? > > > Joe Kirby , Assistant Vice President, Business Systems > Division of Information Technology (DoIT) > Support Response - http://www.umbc.edu/doit > Administration 627 > Office - 410-455-3020 > Email - kirby at umbc.edu > >> On Jun 22, 2016, at 6:52 AM, Christian Loos > > wrote: >> >> OK, my fault ;-) >> >> Change >> >> my $query_string = >> $HTML::Mason::Commands::m->comp('/Elements/QueryString', >> >> to this (note the 's') >> >> my $query_string = >> $HTML::Mason::Commands::m->scomp('/Elements/QueryString', >> >> and this >> >> https://umbc.co1.qualtrics.com/SE/?{'$query_string'} >> >> should be this (no quotes) >> >> https://umbc.co1.qualtrics.com/SE/?{$query_string} >> >> Chris >> >> Am 22.06.2016 um 12:40 schrieb Joe Kirby: >>> Thank you both. >>> >>> It does do a great job of translating however it does not seem the field >>> is actually available for the command line >>> >>> Here is the full template and then the email result. Am I missing a >>> comma or something? >>> >>> TEMPLATE-------- >>> RT-Attach-Message: Yes >>> Subject: {$Ticket->Subject} [RESOLVED] >>> >>> R e s o l u t i o n: >>> = = = = = = = = = = = = = = = = = = = >>> >>> {$Transaction->Content()} >>> _________________________________________ >>> >>> If you agree your issue is resolved, please give us feedback on your >>> experience by completing a brief satisfaction survey: >>> >>> { >>> my $query_string = >>> $HTML::Mason::Commands::m->comp('/Elements/QueryString', >>> SID => 'SV_4IbNK0n1unOaIEB', >>> groupid => 'BSG', >>> ticketid => $Ticket->Id, >>> ticketowner => $Ticket->OwnerObj->EmailAddress, >>> customeremail => $Ticket->RequestorAddresses, >>> ticketsubject => $Ticket->Subject, >>> ); >>> } >>> https://umbc.co1.qualtrics.com/SE/?{'$query_string'} >>> >>> >>> If you believe your issue has not been resolved, please respond to this >>> message, which will reopen your ticket. Note: A full record of your >>> request can be found at: >>> >>> Ticket >> {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} > >>> >>> Thank You >>> ?????????? >>> >>> Email result from TEMPLATE >>> >>> R e s o l u t i o n: >>> = = = = = = = = = = = = = = = = = = = >>> >>> This transaction appears to have no content >>> _________________________________________ >>> >>> If you agree your issue is resolved, please give us feedback on your >>> experience by completing a brief satisfaction survey: >>> >>> SID=SV_4IbNK0n1unOaIEB&customeremail=jkirby%40umbc.edu >>> &groupid=BSG&ticketid=706954&ticketsubject=Test%20Case%23%201234 >>> https://umbc.co1.qualtrics.com/SE/?$query_string >>> >>> >>> If you believe your issue has not been resolved, please respond to this >>> message, which will reopen your ticket. Note: A full record of your >>> request can be found at: >>> >>> Ticket >>> >>> Thank You >>> >>> Joe Kirby , Assistant Vice President, Business Systems >>> Division of Information Technology (DoIT) >>> Support Response - http://www.umbc.edu/doit >>> Administration 627 >>> Office - 410-455-3020 >>> Email - kirby at umbc.edu >>> >>>> On Jun 22, 2016, at 5:12 AM, Christian Loos >>> > wrote: >>>> >>>> Am 22.06.2016 um 10:59 schrieb Emmanuel Lacour: >>>>> Nice idea, but is $m available in RT templates (never tried) ? >>>> >>>> You are right, you must replace line >>>> >>>> my $query_string = $m->comp('/Elements/QueryString', >>>> >>>> with >>>> >>>> my $query_string = >>>> $HTML::Mason::Commands::m->comp('/Elements/QueryString', >>>> >>>> Chris >>> >> >> -- >> Christian Loos >> >> NETCOLOGNE Gesellschaft f?r Telekommunikation mbH >> Am Coloneum 9 | 50829 K?ln >> >> Gesch?ftsf?hrer: Jost Hermanns, Mario Wilhelm >> Vorsitzender des Aufsichtsrates: Dr. Andreas Cerbe >> HRB 25580, AG K?ln > -- Christian Loos NETCOLOGNE Gesellschaft f?r Telekommunikation mbH Am Coloneum 9 | 50829 K?ln Gesch?ftsf?hrer: Jost Hermanns, Mario Wilhelm Vorsitzender des Aufsichtsrates: Dr. Andreas Cerbe HRB 25580, AG K?ln From cloos at netcologne.de Wed Jun 22 07:04:02 2016 From: cloos at netcologne.de (Christian Loos) Date: Wed, 22 Jun 2016 13:04:02 +0200 Subject: [rt-users] url encoding In-Reply-To: <576A6FCE.3080209@netcologne.de> References: <5D18BB9B-6B87-4A85-B479-ED45B788204F@umbc.edu> <576A50FA.6060801@netcologne.de> <87ad2866-4125-79aa-dbee-d9833b457a99@easter-eggs.com> <576A5685.9070007@netcologne.de> <057DFAD9-AD1F-4BC7-911C-E81EEC6079F7@umbc.edu> <576A6E09.2010600@netcologne.de> <8065F70F-8E18-4C77-A114-1C7707779D2A@umbc.edu> <576A6FCE.3080209@netcologne.de> Message-ID: <576A70A2.8090400@netcologne.de> OK, again a copy&past error, use this one https://umbc.co1.qualtrics.com/SE/?{$HTML::Mason::Commands::m->comp('/Elements/QueryString', SID => 'SV_4IbNK0n1unOaIEB', groupid => 'BSG', ticketid => $Ticket->Id, ticketowner => $Ticket->OwnerObj->EmailAddress, customeremail => $Ticket->RequestorAddresses, ticketsubject => $Ticket->Subject, ); } Am 22.06.2016 um 13:00 schrieb Christian Loos: > OK, I now see the problem. > > Try this: > > https://umbc.co1.qualtrics.com/SE/?{$m->comp('/Elements/QueryString', > SID => 'SV_4IbNK0n1unOaIEB', > groupid => 'BSG', > ticketid => $Ticket->Id, > ticketowner => $Ticket->OwnerObj->EmailAddress, > customeremail => $Ticket->RequestorAddresses, > ticketsubject => $Ticket->Subject, > ); > } -- Christian Loos NETCOLOGNE Gesellschaft f?r Telekommunikation mbH Am Coloneum 9 | 50829 K?ln Gesch?ftsf?hrer: Jost Hermanns, Mario Wilhelm Vorsitzender des Aufsichtsrates: Dr. Andreas Cerbe HRB 25580, AG K?ln From kirby at umbc.edu Wed Jun 22 07:04:15 2016 From: kirby at umbc.edu (Joe Kirby) Date: Wed, 22 Jun 2016 07:04:15 -0400 Subject: [rt-users] url encoding In-Reply-To: <576A6FCE.3080209@netcologne.de> References: <5D18BB9B-6B87-4A85-B479-ED45B788204F@umbc.edu> <576A50FA.6060801@netcologne.de> <87ad2866-4125-79aa-dbee-d9833b457a99@easter-eggs.com> <576A5685.9070007@netcologne.de> <057DFAD9-AD1F-4BC7-911C-E81EEC6079F7@umbc.edu> <576A6E09.2010600@netcologne.de> <8065F70F-8E18-4C77-A114-1C7707779D2A@umbc.edu> <576A6FCE.3080209@netcologne.de> Message-ID: I really appreciate your efforts on this and when I did this, which seemed to look really good, I got the following error in the logs BTW, I tried it with comp and scomp [3056] [Wed Jun 22 11:01:32 2016] [error]: Template parsing error: Can't call method "comp" on an undefined value at template line 13, line 2271. Stack: [template:13] [/local/rt-4.2.11/sbin/../lib/RT/Template.pm:553] [/local/rt-4.2.11/sbin/../lib/RT/Template.pm:503] [/local/rt-4.2.11/sbin/../lib/RT/Template.pm:434] [/local/rt-4.2.11/sbin/../lib/RT/Template.pm:414] [/local/rt-4.2.11/sbin/../lib/RT/Action/SendEmail.pm:139] [/local/rt-4.2.11/sbin/../lib/RT/Action/Notify.pm:69] [/local/rt-4.2.11/sbin/../lib/RT/ScripAction.pm:223] [/local/rt-4.2.11/sbin/../lib/RT/Scrip.pm:637] [/local/rt-4.2.11/sbin/../lib/RT/Scrips.pm:342] [/local/rt-4.2.11/sbin/../local/lib/RT/Transaction.pm:189] [/local/rt-4.2.11/sbin/../lib/RT/Record.pm:1696] [/local/rt-4.2.11/sbin/../lib/RT/Ticket.pm:2709] [/local/rt-4.2.11/sbin/../lib/RT/Ticket.pm:2411] [/local/rt-4.2.11/sbin/../lib/RT/Ticket.pm:2361] [/local/rt-4.2.11/sbin/../lib/RT/Record.pm:1011] [/local/rt-4.2.11/sbin/../lib/RT/Record.pm:990] [/local/rt-4.2.11/sbin/../lib/RT/Interface/Web.pm:2774] [/local/rt-4.2.11/sbin/../lib/RT/Interface/Web.pm:2886] [/local/rt-4.2.11/share/html/Ticket/Modify.html:97] [/local/rt-4.2.11/share/html/Ticket/autohandler:66] [/local/rt-4.2.11/sbin/../lib/RT/Interface/Web.pm:681] [/local/rt-4.2.11/sbin/../lib/RT/Interface/Web.pm:369] [/local/rt-4.2.11/share/html/autohandler:53] (/local/rt-4.2.11/sbin/../lib/RT/Template.pm:548) [3056] [Wed Jun 22 11:01:32 2016] [info]: #706954/12400455 - Scrip 943 UMBC-10 On Correspond for Other Recipients - Transbatch (/local/rt-4.2.11/sbin/../lib/RT/Action/SendEmail.pm:284) [3056] [Wed Jun 22 11:01:32 2016] [info]: No recipients found. Not sending. (/local/rt-4.2.11/sbin/../lib/RT/Interface/Email.pm:380) [3056] [Wed Jun 22 11:02:22 2016] [error]: Template parsing error: Can't call method "scomp" on an undefined value at template line 13, line 2271. Stack: [template:13] [/local/rt-4.2.11/sbin/../lib/RT/Template.pm:553] [/local/rt-4.2.11/sbin/../lib/RT/Template.pm:503] [/local/rt-4.2.11/sbin/../lib/RT/Template.pm:434] [/local/rt-4.2.11/sbin/../lib/RT/Template.pm:414] [/local/rt-4.2.11/sbin/../lib/RT/Action/SendEmail.pm:139] [/local/rt-4.2.11/sbin/../lib/RT/Action/Notify.pm:69] [/local/rt-4.2.11/sbin/../lib/RT/ScripAction.pm:223] [/local/rt-4.2.11/sbin/../lib/RT/Scrip.pm:637] [/local/rt-4.2.11/sbin/../lib/RT/Scrips.pm:342] [/local/rt-4.2.11/sbin/../local/lib/RT/Transaction.pm:189] [/local/rt-4.2.11/sbin/../lib/RT/Record.pm:1696] [/local/rt-4.2.11/sbin/../lib/RT/Ticket.pm:2709] [/local/rt-4.2.11/sbin/../lib/RT/Ticket.pm:2411] [/local/rt-4.2.11/sbin/../lib/RT/Ticket.pm:2361] [/local/rt-4.2.11/sbin/../lib/RT/Record.pm:1011] [/local/rt-4.2.11/sbin/../lib/RT/Record.pm:990] [/local/rt-4.2.11/sbin/../lib/RT/Interface/Web.pm:2774] [/local/rt-4.2.11/sbin/../lib/RT/Interface/Web.pm:2886] [/local/rt-4.2.11/share/html/Ticket/Modify.html:97] [/local/rt-4.2.11/share/html/Ticket/autohandler:66] [/local/rt-4.2.11/sbin/../lib/RT/Interface/Web.pm:681] [/local/rt-4.2.11/sbin/../lib/RT/Interface/Web.pm:369] [/local/rt-4.2.11/share/html/autohandler:53] (/local/rt-4.2.11/sbin/../lib/RT/Template.pm:548) Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - kirby at umbc.edu > On Jun 22, 2016, at 7:00 AM, Christian Loos wrote: > > OK, I now see the problem. > > Try this: > > https://umbc.co1.qualtrics.com/SE/?{$m->comp('/Elements/QueryString', > SID => 'SV_4IbNK0n1unOaIEB', > groupid => 'BSG', > ticketid => $Ticket->Id, > ticketowner => $Ticket->OwnerObj->EmailAddress, > customeremail => $Ticket->RequestorAddresses, > ticketsubject => $Ticket->Subject, > ); > } > > > > Am 22.06.2016 um 12:56 schrieb Joe Kirby: >> Thank you for such a quick response >> >> I did what you said and it suppresses the value in the email but I am >> still not getting the value for query_string places within the url for >> some reason. I did remove the quotes as that was a last ditch effort the >> last time I tried >> >> Here is the result with the s in from of comp >> >> If you agree your issue is resolved, please give us feedback on your >> experience by completing a brief satisfaction survey: >> >> >> https://umbc.co1.qualtrics.com/SE/? >> >> >> Joe Kirby , Assistant Vice President, Business Systems >> Division of Information Technology (DoIT) >> Support Response - http://www.umbc.edu/doit >> Administration 627 >> Office - 410-455-3020 >> Email - kirby at umbc.edu >> >>> On Jun 22, 2016, at 6:52 AM, Christian Loos >> > wrote: >>> >>> OK, my fault ;-) >>> >>> Change >>> >>> my $query_string = >>> $HTML::Mason::Commands::m->comp('/Elements/QueryString', >>> >>> to this (note the 's') >>> >>> my $query_string = >>> $HTML::Mason::Commands::m->scomp('/Elements/QueryString', >>> >>> and this >>> >>> https://umbc.co1.qualtrics.com/SE/?{'$query_string'} >>> >>> should be this (no quotes) >>> >>> https://umbc.co1.qualtrics.com/SE/?{$query_string} >>> >>> Chris >>> >>> Am 22.06.2016 um 12:40 schrieb Joe Kirby: >>>> Thank you both. >>>> >>>> It does do a great job of translating however it does not seem the field >>>> is actually available for the command line >>>> >>>> Here is the full template and then the email result. Am I missing a >>>> comma or something? >>>> >>>> TEMPLATE-------- >>>> RT-Attach-Message: Yes >>>> Subject: {$Ticket->Subject} [RESOLVED] >>>> >>>> R e s o l u t i o n: >>>> = = = = = = = = = = = = = = = = = = = >>>> >>>> {$Transaction->Content()} >>>> _________________________________________ >>>> >>>> If you agree your issue is resolved, please give us feedback on your >>>> experience by completing a brief satisfaction survey: >>>> >>>> { >>>> my $query_string = >>>> $HTML::Mason::Commands::m->comp('/Elements/QueryString', >>>> SID => 'SV_4IbNK0n1unOaIEB', >>>> groupid => 'BSG', >>>> ticketid => $Ticket->Id, >>>> ticketowner => $Ticket->OwnerObj->EmailAddress, >>>> customeremail => $Ticket->RequestorAddresses, >>>> ticketsubject => $Ticket->Subject, >>>> ); >>>> } >>>> https://umbc.co1.qualtrics.com/SE/?{'$query_string'} >>>> >>>> >>>> If you believe your issue has not been resolved, please respond to this >>>> message, which will reopen your ticket. Note: A full record of your >>>> request can be found at: >>>> >>>> Ticket >>> {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} > >>>> >>>> Thank You >>>> ?????????? >>>> >>>> Email result from TEMPLATE >>>> >>>> R e s o l u t i o n: >>>> = = = = = = = = = = = = = = = = = = = >>>> >>>> This transaction appears to have no content >>>> _________________________________________ >>>> >>>> If you agree your issue is resolved, please give us feedback on your >>>> experience by completing a brief satisfaction survey: >>>> >>>> SID=SV_4IbNK0n1unOaIEB&customeremail=jkirby%40umbc.edu >>>> &groupid=BSG&ticketid=706954&ticketsubject=Test%20Case%23%201234 >>>> https://umbc.co1.qualtrics.com/SE/?$query_string >>>> >>>> >>>> If you believe your issue has not been resolved, please respond to this >>>> message, which will reopen your ticket. Note: A full record of your >>>> request can be found at: >>>> >>>> Ticket >>>> >>>> Thank You >>>> >>>> Joe Kirby , Assistant Vice President, Business Systems >>>> Division of Information Technology (DoIT) >>>> Support Response - http://www.umbc.edu/doit >>>> Administration 627 >>>> Office - 410-455-3020 >>>> Email - kirby at umbc.edu >>>> >>>>> On Jun 22, 2016, at 5:12 AM, Christian Loos >>>> > wrote: >>>>> >>>>> Am 22.06.2016 um 10:59 schrieb Emmanuel Lacour: >>>>>> Nice idea, but is $m available in RT templates (never tried) ? >>>>> >>>>> You are right, you must replace line >>>>> >>>>> my $query_string = $m->comp('/Elements/QueryString', >>>>> >>>>> with >>>>> >>>>> my $query_string = >>>>> $HTML::Mason::Commands::m->comp('/Elements/QueryString', >>>>> >>>>> Chris >>>> >>> >>> -- >>> Christian Loos >>> >>> NETCOLOGNE Gesellschaft f?r Telekommunikation mbH >>> Am Coloneum 9 | 50829 K?ln >>> >>> Gesch?ftsf?hrer: Jost Hermanns, Mario Wilhelm >>> Vorsitzender des Aufsichtsrates: Dr. Andreas Cerbe >>> HRB 25580, AG K?ln >> > > -- > Christian Loos > > NETCOLOGNE Gesellschaft f?r Telekommunikation mbH > Am Coloneum 9 | 50829 K?ln > > Gesch?ftsf?hrer: Jost Hermanns, Mario Wilhelm > Vorsitzender des Aufsichtsrates: Dr. Andreas Cerbe > HRB 25580, AG K?ln -------------- next part -------------- An HTML attachment was scrubbed... URL: From kirby at umbc.edu Wed Jun 22 07:06:51 2016 From: kirby at umbc.edu (Joe Kirby) Date: Wed, 22 Jun 2016 07:06:51 -0400 Subject: [rt-users] url encoding In-Reply-To: <576A70A2.8090400@netcologne.de> References: <5D18BB9B-6B87-4A85-B479-ED45B788204F@umbc.edu> <576A50FA.6060801@netcologne.de> <87ad2866-4125-79aa-dbee-d9833b457a99@easter-eggs.com> <576A5685.9070007@netcologne.de> <057DFAD9-AD1F-4BC7-911C-E81EEC6079F7@umbc.edu> <576A6E09.2010600@netcologne.de> <8065F70F-8E18-4C77-A114-1C7707779D2A@umbc.edu> <576A6FCE.3080209@netcologne.de> <576A70A2.8090400@netcologne.de> Message-ID: Got it!!! It worked great. Thank you so so much. Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - kirby at umbc.edu > On Jun 22, 2016, at 7:04 AM, Christian Loos wrote: > > OK, again a copy&past error, use this one > > https://umbc.co1.qualtrics.com/SE/?{$HTML::Mason::Commands::m->comp('/Elements/QueryString', > SID => 'SV_4IbNK0n1unOaIEB', > groupid => 'BSG', > ticketid => $Ticket->Id, > ticketowner => $Ticket->OwnerObj->EmailAddress, > customeremail => $Ticket->RequestorAddresses, > ticketsubject => $Ticket->Subject, > ); > } > > Am 22.06.2016 um 13:00 schrieb Christian Loos: >> OK, I now see the problem. >> >> Try this: >> >> https://umbc.co1.qualtrics.com/SE/?{$m->comp('/Elements/QueryString', >> SID => 'SV_4IbNK0n1unOaIEB', >> groupid => 'BSG', >> ticketid => $Ticket->Id, >> ticketowner => $Ticket->OwnerObj->EmailAddress, >> customeremail => $Ticket->RequestorAddresses, >> ticketsubject => $Ticket->Subject, >> ); >> } > > -- > Christian Loos > > NETCOLOGNE Gesellschaft f?r Telekommunikation mbH > Am Coloneum 9 | 50829 K?ln > > Gesch?ftsf?hrer: Jost Hermanns, Mario Wilhelm > Vorsitzender des Aufsichtsrates: Dr. Andreas Cerbe > HRB 25580, AG K?ln -------------- next part -------------- An HTML attachment was scrubbed... URL: From Albert.Shih at obspm.fr Wed Jun 22 09:13:42 2016 From: Albert.Shih at obspm.fr (Albert Shih) Date: Wed, 22 Jun 2016 15:13:42 +0200 Subject: [rt-users] How RT know it's new or not ticket Message-ID: <20160622131342.76deecombdupyyyh@pcjas.obspm.fr> Hi, I would like to know on which header/subject RT know a incomming mail (throught rt-mailgate) is a answer to a old ticket. I ask that because I got this problem : 2 queues on our RT. One open ? A??, one ??B ??mostly close strict A ticket is created in B. Some user (rt user) forward the message from RT to user X. X answer to this message, but he not allow to answer on this queue (he's not a Cc). So RT answer to X with a ? permission denied ??message. X try to forward (yes a true forward throught the mta) this message to queue A and also get a permission denied. I check inside the log of RT, and see the RT still think the forwarded message is a answer to queue B. Regards. JAS -- Albert SHIH DIO b?timent 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex France T?l?phone : +33 1 45 07 76 26/+33 6 86 69 95 71 xmpp: jas at obspm.fr Heure local/Local time: mer 22 jui 2016 14:53:15 CEST From mzagrabe at d.umn.edu Wed Jun 22 09:43:48 2016 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Wed, 22 Jun 2016 08:43:48 -0500 Subject: [rt-users] Original request on Resolve page In-Reply-To: <1852719.d1Vd3tJPaK@xmper8q3.gcv.dom> References: <1852719.d1Vd3tJPaK@xmper8q3.gcv.dom> Message-ID: On Tue, Jun 21, 2016 at 4:56 AM, Guadagnino Cristiano wrote: > Hi all, > we thought it would be nice to be able to see the original request when > resolving a ticket. > > Does anybody know how to implement this (or maybe someone already did)? I'm not sure if there is anything in "core" for this, but I hacked something together years ago. I'm not sure if I'd choose the same code to accomplish the feat now, but this works in our environment: package RT::Ticket; no warnings qw(redefine); use Text::Trim; use Carp; sub Problem { my $self = shift; my %args = ( return_not_determined => 1, Type => '', @_, ); my $transactions = $self->Transactions; while (my $transaction = $transactions->Next) { if (($transaction->Type || q{}) eq 'Create') { my $content = trim( $transaction->Content( Type => $args{Type}, ) ); return $content if $self->IsProblemOkay(problem => $content); } } my $subject = trim($self->Subject); return $subject if $self->IsProblemOkay(problem => $subject); if ($args{return_not_determined}) { return 'Problem not determined.'; } else { return q{}; } } sub IsProblemOkay { my $self = shift; my %args = ( problem => undef, @_, ); return (defined $args{problem} && $args{problem} =~ /\S/); } You'll need to hijack the RT::Ticket namespace to add those subroutines. Then you can use it in templates and other places like: $Ticket->Problem HTH, -m > Thank you in advance > Cris > --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Los Angeles - September, 2016 From Brian.Dunbar at von.ca Wed Jun 22 11:25:54 2016 From: Brian.Dunbar at von.ca (Dunbar, Brian) Date: Wed, 22 Jun 2016 15:25:54 +0000 Subject: [rt-users] RT_SiteConfig.pm error formatting question Message-ID: <1B0952CE40023A48AE928B0BBBC4AD40098BF5ED@VONDC336.vonnat1.von.ca> I am setting up a server on Debian (Jessie). I am at the point of configuring the RT_SiteConfig.pm file and following examples found online I am getting an error when trying to validate my config Here is the text 25 # You may also split settings into separate files under the etc/RT_SiteConfig.d/ 26 # directory. All files ending in ".pm" will be parsed, in alphabetical order, 27 # after this file is loaded. 28 29 Set($rtname , 'xxx.ca'); 30 Set($Organization,'xxxx.xxxxx.ca'); 31 32 Set($Timezone, "US/Eastern"); 33 Set($CorrespondAddress, 'Service.Test at xxxxx.ca'); When I try sudo perl -C /opt/rt4/etc/RT_SiteConfig.pm Undefined subroutine &main::Set called at /opt/rt4/etc/RT_SiteConfig.pm line 29. If I # line 29 then the error goes to the next line. I have searched the formatting and the error. Any help appreciated. -------------- next part -------------- An HTML attachment was scrubbed... URL: From dustin at bestpractical.com Wed Jun 22 12:09:47 2016 From: dustin at bestpractical.com (Dustin Graves) Date: Wed, 22 Jun 2016 12:09:47 -0400 Subject: [rt-users] RT_SiteConfig.pm error formatting question In-Reply-To: <1B0952CE40023A48AE928B0BBBC4AD40098BF5ED@VONDC336.vonnat1.von.ca> References: <1B0952CE40023A48AE928B0BBBC4AD40098BF5ED@VONDC336.vonnat1.von.ca> Message-ID: <00DECF8E-43A3-47E8-817F-7AC61D71E0A7@bestpractical.com> Hi Brian, The RT_SiteConfig.pm file is not a script that you run manually. It is read automatically by RT. Please see the documentation https://docs.bestpractical.com/rt/4.4.1/web_deployment.html for information about setting up the web server. You can also run a standalone server to test with something like $ sudo /opt/rt4/sbin/standalone_httpd This will let you know if your config is valid and you have done everything else leading up to this point. If you are getting some kind of errors, I would recommend you follow the steps in the README https://docs.bestpractical.com/rt/4.4.1/README.html to ensure that you have all of the dependencies installed and your database is set-up correctly. Thank you, Dustin > On Jun 22, 2016, at 11:25 AM, Dunbar, Brian wrote: > > > > I am setting up a server on Debian (Jessie). I am at the point of configuring the RT_SiteConfig.pm file and following examples found online I am getting an error when trying to validate my config > > Here is the text > > 25 # You may also split settings into separate files under the etc/RT_SiteConfig.d/ > 26 # directory. All files ending in ".pm" will be parsed, in alphabetical order, > 27 # after this file is loaded. > 28 > 29 Set($rtname , 'xxx.ca '); > 30 Set($Organization,'xxxx.xxxxx.ca '); > 31 > 32 Set($Timezone, "US/Eastern"); > 33 Set($CorrespondAddress, 'Service.Test at xxxxx.ca '); > > > When I try > sudo perl -C /opt/rt4/etc/RT_SiteConfig.pm > Undefined subroutine &main::Set called at /opt/rt4/etc/RT_SiteConfig.pm line 29. > > > If I # line 29 then the error goes to the next line. > I have searched the formatting and the error. > > Any help appreciated. > > --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Los Angeles - September, 2016 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jeffrey.pilant at bayer.com Wed Jun 22 12:21:25 2016 From: jeffrey.pilant at bayer.com (Jeffrey Pilant) Date: Wed, 22 Jun 2016 16:21:25 +0000 Subject: [rt-users] How RT know it's new or not ticket Message-ID: <3135BE7DD2D7484C840CDD011A999B7456D824C4@MOXCXR.na.bayer.cnb> Albert Shih writes: >I would like to know on which header/subject RT know a incomming mail >(throught rt-mailgate) is a answer to a old ticket. > >I ask that because I got this problem : > > 2 queues on our RT. One open ? A??, one ??B ??mostly close strict > > A ticket is created in B. > > Some user (rt user) forward the message from RT to user X. > > X answer to this message, but he not allow to answer on this queue (he's > not a Cc). > > So RT answer to X with a ? permission denied ??message. > > X try to forward (yes a true forward throught the mta) this message > to queue A and also get a permission denied. > > I check inside the log of RT, and see the RT still think the forwarded > message is a answer to queue B. The design of RT will route email with a subject containing the ticket number to the queue where the ticket is. If that is in a queue the email sender is not allowed, then you get permission denied messages. This routing overrides the named queue routing based on the email address. To solve this, either grant permission, remove the ticket number (and break the connection to the existing ticket), or reply to someone who has access so that they can forward to RT. /jeff ________________________________________________________________________ The information contained in this e-mail is for the exclusive use of the intended recipient(s) and may be confidential, proprietary, and/or legally privileged. Inadvertent disclosure of this message does not constitute a waiver of any privilege. If you receive this message in error, please do not directly or indirectly use, print, copy, forward, or disclose any part of this message. Please also delete this e-mail and all copies and notify the sender. Thank you. For alternate languages please go to http://bayerdisclaimer.bayerweb.com ________________________________________________________________________ From Albert.Shih at obspm.fr Wed Jun 22 15:35:22 2016 From: Albert.Shih at obspm.fr (Albert Shih) Date: Wed, 22 Jun 2016 21:35:22 +0200 Subject: [rt-users] How RT know it's new or not ticket In-Reply-To: <3135BE7DD2D7484C840CDD011A999B7456D824C4@MOXCXR.na.bayer.cnb> References: <3135BE7DD2D7484C840CDD011A999B7456D824C4@MOXCXR.na.bayer.cnb> Message-ID: <20160622193522.5y5xgjpdqbdac7km@pcjas.obspm.fr> Le 22/06/2016 ? 16:21:25+0000, Jeffrey Pilant a ?crit > Albert Shih writes: > >I would like to know on which header/subject RT know a incomming mail > >(throught rt-mailgate) is a answer to a old ticket. > > > >I ask that because I got this problem : > > > > 2 queues on our RT. One open ? A??, one ??B ??mostly close strict > > > > A ticket is created in B. > > > > Some user (rt user) forward the message from RT to user X. > > > > X answer to this message, but he not allow to answer on this queue > > (he's not a Cc). > > > > So RT answer to X with a ? permission denied ??message. > > > > X try to forward (yes a true forward throught the mta) this message > > to queue A and also get a permission denied. > > > > I check inside the log of RT, and see the RT still think the > > forwarded message is a answer to queue B. > > The design of RT will route email with a subject containing the ticket > number to the queue where the ticket is. If that is in a queue the > email sender is not allowed, then you get permission denied messages. > This routing overrides the named queue routing based on the email > address. Ok. I understand. Just to be sure, can you confirm RT do not use the X-RT-Ticket: DOMAIN #6847 inside the header to routing the mail. > > To solve this, either grant permission, remove the ticket number (and > break the connection to the existing ticket), or reply to someone who Well it's hard to explain to requestors who barely understand what's a email why they need to change the subject. Especially juste the #[0-9]* > has access so that they can forward to RT. Yes I know that. The point is I through when I forward a message (meaning NO X-RT header) RT will know it's not a answer for some old ticket and automatically ignore the subject. Regards. -- Albert SHIH DIO b?timent 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex France T?l?phone : +33 1 45 07 76 26/+33 6 86 69 95 71 xmpp: jas at obspm.fr Heure local/Local time: mer 22 jui 2016 21:29:49 CEST From jeffrey.pilant at bayer.com Wed Jun 22 16:18:58 2016 From: jeffrey.pilant at bayer.com (Jeffrey Pilant) Date: Wed, 22 Jun 2016 20:18:58 +0000 Subject: [rt-users] How RT know it's new or not ticket Message-ID: <3135BE7DD2D7484C840CDD011A999B7456D8259F@MOXCXR.na.bayer.cnb> Albert Shih wrote: >Le 22/06/2016 ? 16:21:25+0000, Jeffrey Pilant a ?crit >> Albert Shih writes: >> The design of RT will route email with a subject containing the ticket >> number to the queue where the ticket is. If that is in a queue the >> email sender is not allowed, then you get permission denied messages. >> This routing overrides the named queue routing based on the email >> address. > >Ok. I understand. Just to be sure, can you confirm RT do not use the > > X-RT-Ticket: DOMAIN #6847 > >inside the header to routing the mail. I don't use RT, and it is lightly used here. I am just the guy that has to keep it working. :-) >From what I have read on the lists, and the docs, the subject line rules. That header line is more for MTA agent manipulation. You might be able to have the MTA detect a ticket number in the subject without a corresponding X-RT-Ticket entry, and when found, mung the subject to break the recognition. [Perhaps insert the words "refers to" between the site name and ticket number.] Generally, this tag is to prevent mail loops, not to determine what the ticket number is. >> To solve this, either grant permission, remove the ticket number (and >> break the connection to the existing ticket), or reply to someone who > >Well it's hard to explain to requestors who barely understand what's a >email why they need to change the subject. Especially juste the #[0-9]* Tell them that if they don't remove the number, then the response is automatically routed to the old closed ticket where no action will occur. Sometimes users are hard to train. :-) >> has access so that they can forward to RT. > >Yes I know that. The point is I through when I forward a message (meaning >NO X-RT header) RT will know it's not a answer for some old ticket and >automatically ignore the subject. If you want the message to create a new ticket, then you need to change the detection of a ticket number in the subject to only occur if you also have the X tag. Which will break regular replies to the ticket when they are forwarded instead of replied to. Another policy is to route any reply to a ticket that is more than 30 days (or whatever) past the date of ticket closure goes to a special queue as a new ticket, where it can be manually determined if it should reactivate the closed ticket or make a new one. Again, that requires modifying RT code. /jeff ________________________________________________________________________ The information contained in this e-mail is for the exclusive use of the intended recipient(s) and may be confidential, proprietary, and/or legally privileged. Inadvertent disclosure of this message does not constitute a waiver of any privilege. If you receive this message in error, please do not directly or indirectly use, print, copy, forward, or disclose any part of this message. Please also delete this e-mail and all copies and notify the sender. Thank you. For alternate languages please go to http://bayerdisclaimer.bayerweb.com ________________________________________________________________________ From minkimipt at gmail.com Wed Jun 22 15:50:59 2016 From: minkimipt at gmail.com (minkimipt) Date: Wed, 22 Jun 2016 12:50:59 -0700 (MST) Subject: [rt-users] Using request tracker via different URLs Message-ID: <1466625059747-62080.post@n7.nabble.com> Hello everyone, We've stardet to use request tracker within our team. Initially it was set up within our private address space. But afterwards we had to expose it to the external world. For that we added an additional interface to the VM, where RT software is running. That interface has a public IP address on it. In that way RT is now available via two interfaces - one of them being in our internal network and another being in external. Users can access WebUI, log in, create tickets and do all the tasks via the new external interface. But when it comes to links in the WebUI, there are sometimes problems. Part of the links are referring to the external URL and part are referring to internal URL. In other words, users, who are comming via external interface have problems accessing the links, that are referring to the internal URLs. Is there any configuration that can fix that. Ideally we'd like it to always use relative URLs - so if user is comming over the external interface - all links have to point to the external address. And for those comming from the Internal URLs - to the internal. Hope for your help. Best regards, Danil -- View this message in context: http://requesttracker.8502.n7.nabble.com/Using-request-tracker-via-different-URLs-tp62080.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ssaner at hubris.net Wed Jun 22 16:34:39 2016 From: ssaner at hubris.net (Steven Saner) Date: Wed, 22 Jun 2016 15:34:39 -0500 Subject: [rt-users] Shredder User plugin not working Message-ID: <576AF65F.70107@hubris.net> I am running RT 4.4 and it seems that the User plugin for the shredder isn't working quit right. That, or I just don't know how to use it. I'm trying to get rid of Users for which there are no tickets. I've tried to set both the "no_tickets" argument and the "no_ticket_transactions" argument to true and in either case it returns no results at all. To sort of prove that that there should be results, I found a spam ticket that was created just the other day by a new user that was created at the same time the ticket was created. The ticket was "deleted" and I shredded said ticket. Yet I still can't get the User plugin of the shredder to find that user. Even if I search by the name or email address. I note that the "no_ticket_transactions" argument is new with version 4.4. Are there some known bugs associated with it? Steve -- -------------------------------------------------------------------------- Steven Saner Voice: 316-858-3000 Director of Network Operations Fax: 316-858-3001 Hubris Communications http://www.hubris.net From tomw at msc.qld.gov.au Wed Jun 22 20:13:43 2016 From: tomw at msc.qld.gov.au (Wardrop) Date: Wed, 22 Jun 2016 17:13:43 -0700 (MST) Subject: [rt-users] Suggestion: Marking new messages as read Message-ID: <1466640823661-62082.post@n7.nabble.com> Ok, this has annoyed me for the 6 years we've been using Request Tracker. When there's a new message against a ticket, I always click on the "New" link to take me to the new message. That's work fine, except it doesn't mark the message as read. I need to go back up to the top of the page, and click the link in the New Message notification box. I've attached screenshots showing the "New" link I'm talking about, and the "New Message" notification box. Can the behaviour of the "New" be be changed to also automatically mark the new messages as read? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Suggestion-Marking-new-messages-as-read-tp62082.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From torsten.brumm at Kuehne-Nagel.com Thu Jun 23 02:07:19 2016 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham GI-ID) Date: Thu, 23 Jun 2016 06:07:19 +0000 Subject: [rt-users] RT_SiteConfig.pm error formatting question In-Reply-To: <1B0952CE40023A48AE928B0BBBC4AD40098BF5ED@VONDC336.vonnat1.von.ca> References: <1B0952CE40023A48AE928B0BBBC4AD40098BF5ED@VONDC336.vonnat1.von.ca> Message-ID: <524815224EA2F649982D6A7BCD53BDFE4518DDDE@DCEEXMBX02.ger.win.int.kn> Hi Brian, welcome to the list. I assume, you have not the line number written infront of the Set Paramenters? Torsten Von: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Dunbar, Brian Gesendet: Mittwoch, 22. Juni 2016 17:26 An: rt-users at lists.bestpractical.com Betreff: [rt-users] RT_SiteConfig.pm error formatting question I am setting up a server on Debian (Jessie). I am at the point of configuring the RT_SiteConfig.pm file and following examples found online I am getting an error when trying to validate my config Here is the text 25 # You may also split settings into separate files under the etc/RT_SiteConfig.d/ 26 # directory. All files ending in ".pm" will be parsed, in alphabetical order, 27 # after this file is loaded. 28 29 Set($rtname , 'xxx.ca'); 30 Set($Organization,'xxxx.xxxxx.ca'); 31 32 Set($Timezone, "US/Eastern"); 33 Set($CorrespondAddress, 'Service.Test at xxxxx.ca'); When I try sudo perl -C /opt/rt4/etc/RT_SiteConfig.pm Undefined subroutine &main::Set called at /opt/rt4/etc/RT_SiteConfig.pm line 29. If I # line 29 then the error goes to the next line. I have searched the formatting and the error. Any help appreciated. K?hne + Nagel (AG & Co.) KG Rechtsform: Kommanditgesellschaft, Bremen HRA 21928, USt-IdNr.: DE 812773878. Gesch?ftsleitung K?hne + Nagel (AG & Co.) KG: Yngve Ruud (Vors.), Martin Brinkmann, Matthias Heimbach, Jan-Hendrik K?stergarten, Nicholas Minde, Michael Nebel, Lars Wedel. Pers?nlich haftende Gesellschafterin: K?hne & Nagel A.G., Rechtsform: Aktiengesellschaft nach luxemburgischem Recht, HR-Nr.: B 18745, Gesch?ftsf?hrendes Verwaltungsratsmitglied: Karl Gernandt. Gesch?ftsleitung Region Westeuropa: Yngve Ruud (Vors.), Diederick de Vroet, Dominic Edmonds, Uwe H?tt, Richard Huhn, Bj?rn Johansson, Holger Ketz, Jan Kunze. Wir arbeiten ausschlie?lich auf Grundlage der Allgemeinen Deutschen Spediteurbedingungen 2016 (ADSp 2016). Die ADSp 2016 beschr?nken in Ziffer 23 die gesetzliche Haftung f?r G?tersch?den in H?he von 8,33 SZR/kg je Schadenfall bzw. je Schadenereignis auf 1 Million bzw. 2 Millionen Euro oder 2 SZR/kg, je nachdem, welcher Betrag h?her ist, und bei multimodalen Transporten unter Einschluss einer Seebef?rderung generell auf 2 SZR/kg. Den vollst?ndigen Text der ADSp 2016 ?bersenden wir Ihnen gerne auf Anfrage und k?nnen Sie auch unter http://www.kuehne-nagel.com einsehen. -------------- next part -------------- An HTML attachment was scrubbed... URL: From david.schmidt at univie.ac.at Thu Jun 23 08:19:18 2016 From: david.schmidt at univie.ac.at (David Schmidt) Date: Thu, 23 Jun 2016 14:19:18 +0200 Subject: [rt-users] Re-Display Ticket with added warning if owner changed during responding Message-ID: Hello In case someone takes the ticket ownership wile I am composing a response I would like to redisplay the ticket (the submitted response shouldnt be deleted) and add a warning informing the user about the change in ownership. I guess this is the correct callback html/Callbacks/RT-Extension-WarnTicketTaken/Ticket/Update.html/BeforeSubmit but /Ticket/Update.html is quite the monster for an unexperienced RT dev. :) Where can I get the response text from so it doesnt get lost and how do I add a warning? regards david From ValerieLewis at letu.edu Thu Jun 23 17:26:08 2016 From: ValerieLewis at letu.edu (Lewis, Valerie) Date: Thu, 23 Jun 2016 21:26:08 +0000 Subject: [rt-users] Locking menu bar at the top of the screen Message-ID: <90FA3002E04F41498752BDD895BEF6521A7CA40A@Mail-DB-1.letnet.net> All, I was wondering if there is a way to lock the menu bar at the top of the screen in a similar way that the Ticket Action bar is locked when you scroll down. I think this would be particularly useful when there are particularly long tickets. Please let me know if there is a way to do this programmatically or with an extension. Thanks! Valerie Lewis Programmer/ Analyst Business Systems Management Information Technology -------------- next part -------------- An HTML attachment was scrubbed... URL: From aniket.tripathy at gmail.com Fri Jun 24 04:14:14 2016 From: aniket.tripathy at gmail.com (aniket tripathy) Date: Fri, 24 Jun 2016 13:44:14 +0530 Subject: [rt-users] Getting CurrentUser reference in Users overlay file In-Reply-To: References: Message-ID: My bad, in the above script, the $self was holding the 1st argument, rather than the reference of RT::Users class. The original subroutine returns the ref of RT::Users. As per the documentation of Hook::Lexwrap, the returned value from the original subroutine should be accessible from the post subroutine using $_[-1]. When I access $_[-1], using print or warn, I get the warning * [warning]: Use of uninitialized value $_[-1] in concatenation (.) or string* Users_Local.pm ----------------------- package RT::Users; use strict; use Hook::LexWrap; wrap 'SimpleSearch' => post=> sub { RT::Logger->info("accessing return value here $_[-1]"); RT::Logger->info("I got the arguments in post: [@_]"); }, ; 1; Can anybody please help how will I be able to fetch the value returned by the original subroutine ? Thanks. On Tue, Jun 21, 2016 at 1:05 PM, aniket tripathy wrote: > Hi, > > I intend to filter the results returned by SimpleSearch method in Users.pm > based on the custom field value set in the current user logged in. > > I am using Hook::LexWrap in the Users_Local.pm overlay file, to write a > post method to filter the results of SimpleSearch. How can I get a ref of > CurrentUser which in turn will help to fetch the custom field value on that > user? > > I tried using > my $user = $self->CurrentUser; > > But getting the following error: > [error]: Can't locate object method "CurrentUser" via package "Privileged" > (perhaps you forgot to load "Privileged"?) > > Can anybody suggest what am I doing wrong here? > > Thanks in Advance. > > -Aniket > -------------- next part -------------- An HTML attachment was scrubbed... URL: From sharizan at myren.net.my Fri Jun 24 08:09:38 2016 From: sharizan at myren.net.my (Sharizan Sumuui) Date: Fri, 24 Jun 2016 20:09:38 +0800 Subject: [rt-users] Ticket detail is not shown when create new ticket In-Reply-To: References: Message-ID: Hi, I have newly installed RT4.4.0 but text field for ticket detail is not appearing when I create new ticket. Appreciate your expert advice on this abnormality. Thank you Regards, Sharizan Sumuui -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Screen Shot 2016-06-24 at 7.13.11 PM.png Type: image/png Size: 57714 bytes Desc: not available URL: From jbrandt at bestpractical.com Fri Jun 24 08:19:27 2016 From: jbrandt at bestpractical.com (Jim Brandt) Date: Fri, 24 Jun 2016 08:19:27 -0400 Subject: [rt-users] Re-Display Ticket with added warning if owner changed during responding In-Reply-To: References: Message-ID: <04aa6414-7f1a-653e-1d51-3ad0e0ed7085@bestpractical.com> On 6/23/16 8:19 AM, David Schmidt wrote: > Hello > > In case someone takes the ticket ownership wile I am composing a > response I would like to redisplay the ticket (the submitted response > shouldnt be deleted) and add a warning informing the user about the > change in ownership. > > I guess this is the correct callback > > html/Callbacks/RT-Extension-WarnTicketTaken/Ticket/Update.html/BeforeSubmit > > but /Ticket/Update.html is quite the monster for an unexperienced RT > dev. :) > > Where can I get the response text from so it doesnt get lost and how do > I add a warning? I might try the BeforeUpdate callback. You should be able to use the validation code to add your new check. You can make the page redisplay by setting $checks_failure to 1 and you can display a message by adding it to @results. BeforeUpdate gives you both of those. You can see an example above after the call to ValidateCustomFields. unless ( $status ) { push @results, @msg; $checks_failure = 1; } You shouldn't need to worry about re-adding input values yourself, it should happen automatically. You didn't mention your RT version, but this should be similar across most current versions. From jbrandt at bestpractical.com Fri Jun 24 09:41:02 2016 From: jbrandt at bestpractical.com (Jim Brandt) Date: Fri, 24 Jun 2016 09:41:02 -0400 Subject: [rt-users] [rt-announce] New site for the RT Wiki In-Reply-To: <11552965.bAfn8POTUM@xmper8q3.gcv.dom> References: <11552965.bAfn8POTUM@xmper8q3.gcv.dom> Message-ID: Hi Cris, I enabled file uploads, so you can now upload images. Let me know if you need a file format not allowed. We also had a suggestion to add the syntax highlighting extension, so I have installed that. You can see an example here: https://rt-wiki.bestpractical.com/index.php?title=RT_Config Thanks, Jim On 6/21/16 4:32 AM, Guadagnino Cristiano wrote: > Hi Jim, > this is great news, since Wikia has become really unusable, even with AdBlock > turned on. Moreover, my employer just blocked Wikia because of the main focus > on gaming. > > I spent an hour yesterday reformatting my articles for the new wiki (some > formatting had been lost). Now everything is good, but my articles are lacking > images. > > I recovered the original images from Wikia, but apparently the new wiki is not > configured to allow image upload. > > Are you going to fix this problem, or should we rely on an external image > repository? > > Regards > Cris > > > > Il venerd? 17 giugno 2016 alle 12:58:56 CEST, Jim Brandt ha scritto: >> Hello RT Users, >> >> Best Practical is moving the RT wiki to a new hosting site! >> >> If you've used the RT community wiki over the years, you may have >> noticed the ads have increased quite a bit on Wikia. To make sure RT >> users have a productive environment to share their RT knowledge, we're >> moving to our own hosted wiki so you can focus just on reading about and >> sharing RT knowledge. >> >> We need your help to complete the cut-over. >> >> The new wiki is now available here: >> >> https://rt-wiki.bestpractical.com >> >> We have copied over all of the great content from the current wiki and >> now we'd like you to check the new site and confirm the content has been >> copied correctly. Also, we're unable to move the accounts, so we'd like >> you to sign up for a new account and try editing some pages. >> >> Our plan is to welcome feedback for the next 2 weeks and fix any issues >> you discover. Assuming there are no major issues, on Wednesday, June 29, >> we're targeting a cut-over where we'll make the new wiki the primary RT >> wiki. Shortly after that, we'll work on turning off the version on Wikia. >> >> You can see current changes and issues, and add new ones, here: >> >> https://rt-wiki.bestpractical.com/index.php?title=Wikia_Move >> >> Or send email to us at feedback at bestpractical.com >> >> We hope you like the new wiki site and as always, thanks for your help >> and support for RT! >> >> Best Practical >> _______________________________________________ >> rt-announce mailing list >> rt-announce at lists.bestpractical.com >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce >> --------- >> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training >> * Los Angeles - September, 2016 > From dustin at bestpractical.com Fri Jun 24 10:15:58 2016 From: dustin at bestpractical.com (Dustin Graves) Date: Fri, 24 Jun 2016 10:15:58 -0400 Subject: [rt-users] Ticket detail is not shown when create new ticket In-Reply-To: References: Message-ID: <78A26855-ABFF-427E-9996-54C23A5CE658@bestpractical.com> Hi Sharizan, This looks like you have the RT 4.2.x version cached in your web browser. If you do a hard reset to clear your cache and refresh it should work. Thank you, Dustin > On Jun 24, 2016, at 8:09 AM, Sharizan Sumuui wrote: > > Hi, > > I have newly installed RT4.4.0 but text field for ticket detail is not appearing when I create new ticket. > Appreciate your expert advice on this abnormality. > > > Thank you > Regards, > Sharizan Sumuui > > --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Los Angeles - September, 2016 -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike.johnson at nosm.ca Fri Jun 24 14:19:51 2016 From: mike.johnson at nosm.ca (Mike Johnson) Date: Fri, 24 Jun 2016 14:19:51 -0400 Subject: [rt-users] Anyone know how to create a clickable link like this? In-Reply-To: <95974A04-6765-4454-95AA-333F2971D3EA@bestpractical.com> References: <95974A04-6765-4454-95AA-333F2971D3EA@bestpractical.com> Message-ID: Hmm, If it's trying to use a script tag... I'm guessing the emails being sent must be sent as HTML? i'm going to have to give this a try... much appreciated Dustin! On Fri, Jun 17, 2016 at 11:41 AM, Dustin Graves wrote: > Hi Mike, > > This is a pretty neat idea. I looked into it a bit and it seems to be what > Gmail calls a ?Go-To Action? > https://developers.google.com/gmail/markup/reference/go-to-action > > I couldn?t get it to work in my first pass, but Gmail was also flagging my > test RT as spam so I don?t know if that has something to do with the link > not showing up. > > I?ll play around with it a little more when I get the chance. > > Thank you, > Dustin > > On Jun 17, 2016, at 11:15 AM, Mike Johnson wrote: > > So, easy to create a link in the emails triggered by scrips... but, I see > Zendesk(another ticketing system) that I interact with for another software > we run onsite sends emails that show up in GMail with this cool little > button... > > > > Anyone know what creates this and has anyone tried making something like > this within RT templates? > > -- > Mike Johnson > Datatel Programmer/Analyst > Northern Ontario School of Medicine > 955 Oliver Road > Thunder Bay, ON P7B 5E1 > Phone: (807) 766-7331 > Email: mike.johnson at nosm.ca > --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Los Angeles - September, 2016 > > > -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.johnson at nosm.ca -------------- next part -------------- An HTML attachment was scrubbed... URL: From sharizan at myren.net.my Sun Jun 26 19:49:24 2016 From: sharizan at myren.net.my (MYREN) Date: Mon, 27 Jun 2016 07:49:24 +0800 Subject: [rt-users] Ticket detail is not shown when create new ticket In-Reply-To: <78A26855-ABFF-427E-9996-54C23A5CE658@bestpractical.com> References: <78A26855-ABFF-427E-9996-54C23A5CE658@bestpractical.com> Message-ID: <06D21381-6DC0-4D1D-9E39-57A53926ABAF@myren.net.my> Hi Dustin, Thank you for your suggestion. I reset the browser as advised but still it is not appear. Opening the create new ticket page on other laptop also not showing the ticket detail field. Regards, Sharizan > On 24 Jun 2016, at 10:15 PM, Dustin Graves wrote: > > Hi Sharizan, > > This looks like you have the RT 4.2.x version cached in your web browser. If you do a hard reset to clear your cache and refresh it should work. > > Thank you, > Dustin > >> On Jun 24, 2016, at 8:09 AM, Sharizan Sumuui wrote: >> >> Hi, >> >> I have newly installed RT4.4.0 but text field for ticket detail is not appearing when I create new ticket. >> Appreciate your expert advice on this abnormality. >> >> >> Thank you >> Regards, >> Sharizan Sumuui >> >> --------- >> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training >> * Los Angeles - September, 2016 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From david.schmidt at univie.ac.at Mon Jun 27 03:25:58 2016 From: david.schmidt at univie.ac.at (David Schmidt) Date: Mon, 27 Jun 2016 09:25:58 +0200 Subject: [rt-users] Re-Display Ticket with added warning if owner changed during responding In-Reply-To: <04aa6414-7f1a-653e-1d51-3ad0e0ed7085@bestpractical.com> References: <04aa6414-7f1a-653e-1d51-3ad0e0ed7085@bestpractical.com> Message-ID: On 24.06.2016 14:19, Jim Brandt wrote: > On 6/23/16 8:19 AM, David Schmidt wrote: >> Hello >> >> In case someone takes the ticket ownership wile I am composing a >> response I would like to redisplay the ticket (the submitted response >> shouldnt be deleted) and add a warning informing the user about the >> change in ownership. >> >> I guess this is the correct callback >> >> html/Callbacks/RT-Extension-WarnTicketTaken/Ticket/Update.html/BeforeSubmit >> >> but /Ticket/Update.html is quite the monster for an unexperienced RT >> dev. :) >> >> Where can I get the response text from so it doesnt get lost and how >> do >> I add a warning? > > I might try the BeforeUpdate callback. You should be able to use the > validation code to add your new check. You can make the page redisplay > by setting $checks_failure to 1 and you can display a message by > adding it to @results. BeforeUpdate gives you both of those. You can > see an example above after the call to ValidateCustomFields. > > unless ( $status ) { > push @results, @msg; > $checks_failure = 1; > } > > You shouldn't need to worry about re-adding input values yourself, it > should happen automatically. > > You didn't mention your RT version, but this should be similar across > most current versions. > --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Los Angeles - September, 2016 Hey and thank you for your answer, I am using RT 4.4 <%init> warn 'set checks_failure => 1'; $checks_failure = 1; <%args> $checks_failure => undef I expected every update to fail, but when I add a reply the ticket is updated with "correspondence added". I noticed that outside of the Callback component $checks_failure value is 0. And that seems to be the cause while changing checks_failure inside of the callback doesnt have an effect. Is there a reason why $checks_failure isnt passed by reference? I dont want to add code to Ticket/Update.html because I want to make a maintainable extension that isnt lost in case of an RT upgrade. cheers david From nick.adams815 at gmail.com Mon Jun 27 12:19:32 2016 From: nick.adams815 at gmail.com (Nicholas Adams) Date: Mon, 27 Jun 2016 11:19:32 -0500 Subject: [rt-users] SLA Extension change SLA on queue change Message-ID: Good day, I have successfully configured the SLA extension to apply SLA to new tickets within specific queues. I wonder if there is a way that I can apply a new SLA to an existing ticket on queue change. For example - ticket is created in queue Alpha and is automatically assigned an SLA of my choice. A user moves the ticket from Alpha into queue Beta. I would like for a new SLA to automatically be applied when the ticket is moved. Any ideas on how I could accomplish this? Thanks Nick From sally.ainsley at lifecycle-software.com Mon Jun 27 12:22:10 2016 From: sally.ainsley at lifecycle-software.com (Sally Ainsley) Date: Mon, 27 Jun 2016 17:22:10 +0100 Subject: [rt-users] SLA Extension change SLA on queue change In-Reply-To: References: Message-ID: <003b01d1d090$0eb00620$2c101260$@lifecycle-software.com> Hi Nick Can you use a "default" SLA for each queue - then in theory when the ticket changed queue the SLA would update to be the default? Not sure it would work but we have default SLAs for our queues as well as ones that are chosen by users. (ie default is used the user/requestor leaves blank. Sally -----Original Message----- From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nicholas Adams Sent: 27 June 2016 17:20 To: rt-users at lists.bestpractical.com Subject: [rt-users] SLA Extension change SLA on queue change Good day, I have successfully configured the SLA extension to apply SLA to new tickets within specific queues. I wonder if there is a way that I can apply a new SLA to an existing ticket on queue change. For example - ticket is created in queue Alpha and is automatically assigned an SLA of my choice. A user moves the ticket from Alpha into queue Beta. I would like for a new SLA to automatically be applied when the ticket is moved. Any ideas on how I could accomplish this? Thanks Nick --------- RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016 From nick.adams815 at gmail.com Mon Jun 27 12:24:04 2016 From: nick.adams815 at gmail.com (Nicholas Adams) Date: Mon, 27 Jun 2016 11:24:04 -0500 Subject: [rt-users] SLA Extension change SLA on queue change In-Reply-To: <003b01d1d090$0eb00620$2c101260$@lifecycle-software.com> References: <003b01d1d090$0eb00620$2c101260$@lifecycle-software.com> Message-ID: <7AC90DEE-5F1E-481A-956F-9788385C3B21@gmail.com> Hi Sally, Thanks for the reply. I believe I have the default SLA set but it does not apply when the queue is changed. But I?m going to double check my defaults just in case I am mistaken. Thank you! Nick > On Jun 27, 2016, at 11:22 AM, Sally Ainsley wrote: > > Hi Nick > > Can you use a "default" SLA for each queue - then in theory when the ticket > changed queue the SLA would update to be the default? > > Not sure it would work but we have default SLAs for our queues as well as > ones that are chosen by users. (ie default is used the user/requestor > leaves blank. > > Sally > > -----Original Message----- > From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Nicholas Adams > Sent: 27 June 2016 17:20 > To: rt-users at lists.bestpractical.com > Subject: [rt-users] SLA Extension change SLA on queue change > > Good day, > > I have successfully configured the SLA extension to apply SLA to new tickets > within specific queues. > > I wonder if there is a way that I can apply a new SLA to an existing ticket > on queue change. > > For example - ticket is created in queue Alpha and is automatically assigned > an SLA of my choice. A user moves the ticket from Alpha into queue Beta. I > would like for a new SLA to automatically be applied when the ticket is > moved. > > Any ideas on how I could accomplish this? > > Thanks > Nick > --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Los Angeles - September, 2016 > From sally.ainsley at lifecycle-software.com Mon Jun 27 12:25:51 2016 From: sally.ainsley at lifecycle-software.com (Sally Ainsley) Date: Mon, 27 Jun 2016 17:25:51 +0100 Subject: [rt-users] SLA Extension change SLA on queue change In-Reply-To: <7AC90DEE-5F1E-481A-956F-9788385C3B21@gmail.com> References: <003b01d1d090$0eb00620$2c101260$@lifecycle-software.com> <7AC90DEE-5F1E-481A-956F-9788385C3B21@gmail.com> Message-ID: <003e01d1d090$927d2c80$b7778580$@lifecycle-software.com> Maybe the default only works when the SLA is blank in which case it wouldn?t work when you change queues. I guess you could try having very different names for the SLAs in each queue. -----Original Message----- From: Nicholas Adams [mailto:nick.adams815 at gmail.com] Sent: 27 June 2016 17:24 To: Sally Ainsley Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] SLA Extension change SLA on queue change Hi Sally, Thanks for the reply. I believe I have the default SLA set but it does not apply when the queue is changed. But I?m going to double check my defaults just in case I am mistaken. Thank you! Nick > On Jun 27, 2016, at 11:22 AM, Sally Ainsley wrote: > > Hi Nick > > Can you use a "default" SLA for each queue - then in theory when the > ticket changed queue the SLA would update to be the default? > > Not sure it would work but we have default SLAs for our queues as well > as ones that are chosen by users. (ie default is used the > user/requestor leaves blank. > > Sally > > -----Original Message----- > From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On > Behalf Of Nicholas Adams > Sent: 27 June 2016 17:20 > To: rt-users at lists.bestpractical.com > Subject: [rt-users] SLA Extension change SLA on queue change > > Good day, > > I have successfully configured the SLA extension to apply SLA to new > tickets within specific queues. > > I wonder if there is a way that I can apply a new SLA to an existing > ticket on queue change. > > For example - ticket is created in queue Alpha and is automatically > assigned an SLA of my choice. A user moves the ticket from Alpha into > queue Beta. I would like for a new SLA to automatically be applied > when the ticket is moved. > > Any ideas on how I could accomplish this? > > Thanks > Nick > --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Los Angeles - September, 2016 > From Bernhard.Eierschmalz at scheppach.com Mon Jun 27 12:50:33 2016 From: Bernhard.Eierschmalz at scheppach.com (Eierschmalz, Bernhard) Date: Mon, 27 Jun 2016 16:50:33 +0000 Subject: [rt-users] load Article in mail template Message-ID: <97344147CBA1644584462D6D81C43CE4D2E17EC2@svex.scheppach.local> Hello, I want to include a dynamic advertisement-line into my autoreply (for new tickets) - something like the following: Dear ladies and gentlemen, Thanks your message - your ticket number is 123456 Best regards There should be about 5 advertisement-lines - when creating a new ticket, one of these lines (by random) should be chosen. These advertisements should be changed by the marketing-team, without editing the program code. My idea was using articles for this. Either one article with a "enter multiple values" custom field or one class with 5 articles (one for each line). So I would like to create a perl code in the email-template to load one of the articles or one of the values of the article. How can I do this? Maybe somebody has another idea for this? Or is there already any extension for this? Thanks, best regards Bernhard -------------- next part -------------- An HTML attachment was scrubbed... URL: From hescobar at afslc.com Mon Jun 27 13:16:20 2016 From: hescobar at afslc.com (Hugo Escobar) Date: Mon, 27 Jun 2016 13:16:20 -0400 Subject: [rt-users] error "could not find component" - upgrading to 4.4.0 Message-ID: Hi, We are upgrading from 4.2.9 to 4.4.0 The error in the attached image results when attempting to upgrade a ticket, url: http://ticket/Ticket/Update.html?Action=Respond&DefaultStatus=rejected&id=833 Remarks: 1.- A file with the same name exists in another location: $ find . -name 'ShowSimplifiedRecipients' ./share/html/Helpers/ShowSimplifiedRecipients $ ls -l Helpers/ShowSimplifiedRecipients -rw-r--r-- 1 root bin 6277 Jun 20 14:15 Helpers/ShowSimplifiedRecipients 2.- No error messages or any clue in log files about what could be happening 3.- There is no customization of such component in 'local/html' [image: Inline image 1] Any help will be appreciated -- Regards, Hugo Escobar 4770 Biscayne Blvd, Ste 700 Miami, FL 33137 main: 305.677.0022 support: 305.921.4620 email: hescobar at afslc.com Follow us on Facebook and Linked-In NOTICE: This email and any attachment to this email may contain confidential information. If you are not the intended recipient, you must not review, retransmit, convert to hard copy, photocopy, use or disseminate this email or any attachments to it. If you have received this email in error, please notify us immediately by return email and delete this message. Please note that if this email contains a forwarded message or is a reply to a prior message, some or all of the contents of this message or any attachments may not have been produced by our firm. *As our firm may be deemed a debt collector, if your payment is in default, we may be attempting to collect a debt on behalf of the association, and any information obtained may be used for that purpose.* -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: linkedin-24x24.png Type: image/png Size: 875 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... 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Name: facebook-24x24.png Type: image/png Size: 814 bytes Desc: not available URL: From hescobar at afslc.com Mon Jun 27 13:22:42 2016 From: hescobar at afslc.com (Hugo Escobar) Date: Mon, 27 Jun 2016 13:22:42 -0400 Subject: [rt-users] error "could not find component" - upgrading to 4.4.0 In-Reply-To: References: Message-ID: nevermind, the problem was solved by updating /Ticket/Update.html Thanks On Mon, Jun 27, 2016 at 1:16 PM, Hugo Escobar wrote: > Hi, > > We are upgrading from 4.2.9 to 4.4.0 > > The error in the attached image results when attempting to upgrade a > ticket, > > url: > http://ticket/Ticket/Update.html?Action=Respond&DefaultStatus=rejected&id=833 > > Remarks: > 1.- A file with the same name exists in another location: > > $ find . -name 'ShowSimplifiedRecipients' > ./share/html/Helpers/ShowSimplifiedRecipients > > $ ls -l Helpers/ShowSimplifiedRecipients > -rw-r--r-- 1 root bin 6277 Jun 20 14:15 Helpers/ShowSimplifiedRecipients > > 2.- No error messages or any clue in log files about what could be > happening > > 3.- There is no customization of such component in 'local/html' > > > [image: Inline image 1] > > Any help will be appreciated > > -- > Regards, > > Hugo Escobar > > > > 4770 Biscayne Blvd, Ste 700 > Miami, FL 33137 > > main: 305.677.0022 > support: 305.921.4620 > email: hescobar at afslc.com > > Follow us on Facebook and Linked-In > > > > NOTICE: This email and any attachment to this email may contain > confidential information. If you are not the intended recipient, you must > not review, retransmit, convert to hard copy, photocopy, use or disseminate > this email or any attachments to it. If you have received this email in > error, please notify us immediately by return email and delete this > message. Please note that if this email contains a forwarded message or is > a reply to a prior message, some or all of the contents of this message or > any attachments may not have been produced by our firm. *As our firm may > be deemed a debt collector, if your payment is in default, we may be > attempting to collect a debt on behalf of the association, and any > information obtained may be used for that purpose.* > -- Regards, Hugo Escobar 4770 Biscayne Blvd, Ste 700 Miami, FL 33137 main: 305.677.0022 support: 305.921.4620 email: hescobar at afslc.com Follow us on Facebook and Linked-In NOTICE: This email and any attachment to this email may contain confidential information. If you are not the intended recipient, you must not review, retransmit, convert to hard copy, photocopy, use or disseminate this email or any attachments to it. If you have received this email in error, please notify us immediately by return email and delete this message. Please note that if this email contains a forwarded message or is a reply to a prior message, some or all of the contents of this message or any attachments may not have been produced by our firm. *As our firm may be deemed a debt collector, if your payment is in default, we may be attempting to collect a debt on behalf of the association, and any information obtained may be used for that purpose.* -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: linkedin-24x24.png Type: image/png Size: 875 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... 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Name: upgrade-to-4.4.0-component-not-found_06272016.jpg Type: image/jpeg Size: 45789 bytes Desc: not available URL: From nick.adams815 at gmail.com Mon Jun 27 13:25:30 2016 From: nick.adams815 at gmail.com (Nicholas Adams) Date: Mon, 27 Jun 2016 12:25:30 -0500 Subject: [rt-users] SLA Extension change SLA on queue change In-Reply-To: <003e01d1d090$927d2c80$b7778580$@lifecycle-software.com> References: <003b01d1d090$0eb00620$2c101260$@lifecycle-software.com> <7AC90DEE-5F1E-481A-956F-9788385C3B21@gmail.com> <003e01d1d090$927d2c80$b7778580$@lifecycle-software.com> Message-ID: <7AEBB4BC-5D15-4532-B2F2-742235355F74@gmail.com> Sally, Tried this with unique alpha names for the SLA?s in between two queues. Still no such luck. Any other ideas? Thank you! Nick > On Jun 27, 2016, at 11:25 AM, Sally Ainsley wrote: > > Maybe the default only works when the SLA is blank in which case it wouldn?t work when you change queues. I guess you could try having very different names for the SLAs in each queue. > > -----Original Message----- > From: Nicholas Adams [mailto:nick.adams815 at gmail.com] > Sent: 27 June 2016 17:24 > To: Sally Ainsley > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] SLA Extension change SLA on queue change > > Hi Sally, > > Thanks for the reply. > > I believe I have the default SLA set but it does not apply when the queue is changed. > But I?m going to double check my defaults just in case I am mistaken. > > Thank you! > Nick > >> On Jun 27, 2016, at 11:22 AM, Sally Ainsley wrote: >> >> Hi Nick >> >> Can you use a "default" SLA for each queue - then in theory when the >> ticket changed queue the SLA would update to be the default? >> >> Not sure it would work but we have default SLAs for our queues as well >> as ones that are chosen by users. (ie default is used the >> user/requestor leaves blank. >> >> Sally >> >> -----Original Message----- >> From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On >> Behalf Of Nicholas Adams >> Sent: 27 June 2016 17:20 >> To: rt-users at lists.bestpractical.com >> Subject: [rt-users] SLA Extension change SLA on queue change >> >> Good day, >> >> I have successfully configured the SLA extension to apply SLA to new >> tickets within specific queues. >> >> I wonder if there is a way that I can apply a new SLA to an existing >> ticket on queue change. >> >> For example - ticket is created in queue Alpha and is automatically >> assigned an SLA of my choice. A user moves the ticket from Alpha into >> queue Beta. I would like for a new SLA to automatically be applied >> when the ticket is moved. >> >> Any ideas on how I could accomplish this? >> >> Thanks >> Nick >> --------- >> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training >> * Los Angeles - September, 2016 >> > > From jbrandt at bestpractical.com Mon Jun 27 13:38:17 2016 From: jbrandt at bestpractical.com (Jim Brandt) Date: Mon, 27 Jun 2016 13:38:17 -0400 Subject: [rt-users] Re-Display Ticket with added warning if owner changed during responding In-Reply-To: References: <04aa6414-7f1a-653e-1d51-3ad0e0ed7085@bestpractical.com> Message-ID: <22640903-5a53-23e5-8368-ddfeb9e97920@bestpractical.com> On 6/27/16 3:25 AM, David Schmidt wrote: > On 24.06.2016 14:19, Jim Brandt wrote: >> On 6/23/16 8:19 AM, David Schmidt wrote: >>> Hello >>> >>> In case someone takes the ticket ownership wile I am composing a >>> response I would like to redisplay the ticket (the submitted response >>> shouldnt be deleted) and add a warning informing the user about the >>> change in ownership. >>> >>> I guess this is the correct callback >>> >>> html/Callbacks/RT-Extension-WarnTicketTaken/Ticket/Update.html/BeforeSubmit >>> >>> >>> but /Ticket/Update.html is quite the monster for an unexperienced RT >>> dev. :) >>> >>> Where can I get the response text from so it doesnt get lost and how do >>> I add a warning? >> >> I might try the BeforeUpdate callback. You should be able to use the >> validation code to add your new check. You can make the page redisplay >> by setting $checks_failure to 1 and you can display a message by >> adding it to @results. BeforeUpdate gives you both of those. You can >> see an example above after the call to ValidateCustomFields. >> >> unless ( $status ) { >> push @results, @msg; >> $checks_failure = 1; >> } >> >> You shouldn't need to worry about re-adding input values yourself, it >> should happen automatically. >> >> You didn't mention your RT version, but this should be similar across >> most current versions. >> --------- >> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training >> * Los Angeles - September, 2016 > > > Hey and thank you for your answer, > > I am using RT 4.4 > > > <%init> > warn 'set checks_failure => 1'; > $checks_failure = 1; > > <%args> > $checks_failure => undef > > > I expected every update to fail, but when I add a reply the ticket is > updated with "correspondence added". > > I noticed that outside of the Callback component $checks_failure value > is 0. And that seems to be the cause while changing checks_failure > inside of the callback doesnt have an effect. Is there a reason why > $checks_failure isnt passed by reference? > > I dont want to add code to Ticket/Update.html because I want to make a > maintainable extension that isnt lost in case of an RT upgrade. Hmm, yeah, that's strange. Everything else is passed by reference, we may need to look into changing that. In the meantime, you could update just that line to pass $checks_failure by reference to limit your changes to Update.html. Alternatively, you could add another line that duplicates the existing callback but passes checks_failure by reference. Then give it your own name for CallbackName. That might make it easier to pull forward when upgrading. From jbrandt at bestpractical.com Mon Jun 27 15:31:55 2016 From: jbrandt at bestpractical.com (Jim Brandt) Date: Mon, 27 Jun 2016 15:31:55 -0400 Subject: [rt-users] Re-Display Ticket with added warning if owner changed during responding In-Reply-To: <22640903-5a53-23e5-8368-ddfeb9e97920@bestpractical.com> References: <04aa6414-7f1a-653e-1d51-3ad0e0ed7085@bestpractical.com> <22640903-5a53-23e5-8368-ddfeb9e97920@bestpractical.com> Message-ID: On 6/27/16 1:38 PM, Jim Brandt wrote: >> Hey and thank you for your answer, >> >> I am using RT 4.4 >> >> >> <%init> >> warn 'set checks_failure => 1'; >> $checks_failure = 1; >> >> <%args> >> $checks_failure => undef >> >> >> I expected every update to fail, but when I add a reply the ticket is >> updated with "correspondence added". >> >> I noticed that outside of the Callback component $checks_failure value >> is 0. And that seems to be the cause while changing checks_failure >> inside of the callback doesnt have an effect. Is there a reason why >> $checks_failure isnt passed by reference? >> >> I dont want to add code to Ticket/Update.html because I want to make a >> maintainable extension that isnt lost in case of an RT upgrade. > > Hmm, yeah, that's strange. Everything else is passed by reference, we > may need to look into changing that. > > In the meantime, you could update just that line to pass $checks_failure > by reference to limit your changes to Update.html. Alternatively, you > could add another line that duplicates the existing callback but passes > checks_failure by reference. Then give it your own name for > CallbackName. That might make it easier to pull forward when upgrading. Looking closer, I believe $skip_update was added just for this purpose since it also can stop the update and is passed by reference. I think setting $skip_update to 1 when you want to trigger the message should do the trick. From Brian.Dunbar at von.ca Mon Jun 27 16:09:02 2016 From: Brian.Dunbar at von.ca (Dunbar, Brian) Date: Mon, 27 Jun 2016 20:09:02 +0000 Subject: [rt-users] apache setup in RT 4.4 Message-ID: <1B0952CE40023A48AE928B0BBBC4AD40098C2B0E@VONDC336.vonnat1.von.ca> I finished the setup of RT 4.4 now I am trying to enable the ldap authentication through apache then LDAPImport When I try to add the following in apache I get an error when restarting apache on AuthBasicProvider ldap should I be putting in the link to my ldap there or does the next line explain what ldap = ? I used the sample data as I the only differences I made are "RT access" with a service account AuthLDAPURL with actual path to my ldap Require valid-user AuthType Basic AuthName "RT access" AuthBasicProvider ldap AuthLDAPURL \ "ldap://ldap.example.com/dc=example,dc=com" = 2.4> # For Apache 2.4 Require local # For Apache 2.2 Order deny,allow Deny from all Allow from localhost Satisfy any Brian Dunbar Service Desk Manager VON Canada 2150 Islington Ave #301 Toronto ON M9P 3V4 Telephone 647 788 3277 Mobile 416 454 8975 -------------- next part -------------- An HTML attachment was scrubbed... URL: From sally.ainsley at lifecycle-software.com Tue Jun 28 04:06:40 2016 From: sally.ainsley at lifecycle-software.com (Sally Ainsley) Date: Tue, 28 Jun 2016 09:06:40 +0100 Subject: [rt-users] SLA Extension change SLA on queue change In-Reply-To: <7AEBB4BC-5D15-4532-B2F2-742235355F74@gmail.com> References: <003b01d1d090$0eb00620$2c101260$@lifecycle-software.com> <7AC90DEE-5F1E-481A-956F-9788385C3B21@gmail.com> <003e01d1d090$927d2c80$b7778580$@lifecycle-software.com> <7AEBB4BC-5D15-4532-B2F2-742235355F74@gmail.com> Message-ID: <006601d1d114$00bb6fd0$02324f70$@lifecycle-software.com> Hi Nick We have the SLA field as Mandatory so when I move a ticket between queues I have to re-set the SLA to an SLA relevant for that queue before I can save it. Sally -----Original Message----- From: Nicholas Adams [mailto:nick.adams815 at gmail.com] Sent: 27 June 2016 18:26 To: Sally Ainsley Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] SLA Extension change SLA on queue change Sally, Tried this with unique alpha names for the SLA?s in between two queues. Still no such luck. Any other ideas? Thank you! Nick > On Jun 27, 2016, at 11:25 AM, Sally Ainsley wrote: > > Maybe the default only works when the SLA is blank in which case it wouldn?t work when you change queues. I guess you could try having very different names for the SLAs in each queue. > > -----Original Message----- > From: Nicholas Adams [mailto:nick.adams815 at gmail.com] > Sent: 27 June 2016 17:24 > To: Sally Ainsley > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] SLA Extension change SLA on queue change > > Hi Sally, > > Thanks for the reply. > > I believe I have the default SLA set but it does not apply when the queue is changed. > But I?m going to double check my defaults just in case I am mistaken. > > Thank you! > Nick > >> On Jun 27, 2016, at 11:22 AM, Sally Ainsley wrote: >> >> Hi Nick >> >> Can you use a "default" SLA for each queue - then in theory when the >> ticket changed queue the SLA would update to be the default? >> >> Not sure it would work but we have default SLAs for our queues as >> well as ones that are chosen by users. (ie default is used the >> user/requestor leaves blank. >> >> Sally >> >> -----Original Message----- >> From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On >> Behalf Of Nicholas Adams >> Sent: 27 June 2016 17:20 >> To: rt-users at lists.bestpractical.com >> Subject: [rt-users] SLA Extension change SLA on queue change >> >> Good day, >> >> I have successfully configured the SLA extension to apply SLA to new >> tickets within specific queues. >> >> I wonder if there is a way that I can apply a new SLA to an existing >> ticket on queue change. >> >> For example - ticket is created in queue Alpha and is automatically >> assigned an SLA of my choice. A user moves the ticket from Alpha >> into queue Beta. I would like for a new SLA to automatically be >> applied when the ticket is moved. >> >> Any ideas on how I could accomplish this? >> >> Thanks >> Nick >> --------- >> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training >> * Los Angeles - September, 2016 >> > > From david.schmidt at univie.ac.at Tue Jun 28 08:42:44 2016 From: david.schmidt at univie.ac.at (David Schmidt) Date: Tue, 28 Jun 2016 14:42:44 +0200 Subject: [rt-users] Re-Display Ticket with added warning if owner changed during responding In-Reply-To: References: <04aa6414-7f1a-653e-1d51-3ad0e0ed7085@bestpractical.com> <22640903-5a53-23e5-8368-ddfeb9e97920@bestpractical.com> Message-ID: On 27.06.2016 21:31, Jim Brandt wrote: > On 6/27/16 1:38 PM, Jim Brandt wrote: >>> Hey and thank you for your answer, >>> >>> I am using RT 4.4 >>> >>> >>> <%init> >>> warn 'set checks_failure => 1'; >>> $checks_failure = 1; >>> >>> <%args> >>> $checks_failure => undef >>> >>> >>> I expected every update to fail, but when I add a reply the ticket is >>> updated with "correspondence added". >>> >>> I noticed that outside of the Callback component $checks_failure >>> value >>> is 0. And that seems to be the cause while changing checks_failure >>> inside of the callback doesnt have an effect. Is there a reason why >>> $checks_failure isnt passed by reference? >>> >>> I dont want to add code to Ticket/Update.html because I want to make >>> a >>> maintainable extension that isnt lost in case of an RT upgrade. >> >> Hmm, yeah, that's strange. Everything else is passed by reference, we >> may need to look into changing that. >> >> In the meantime, you could update just that line to pass >> $checks_failure >> by reference to limit your changes to Update.html. Alternatively, you >> could add another line that duplicates the existing callback but >> passes >> checks_failure by reference. Then give it your own name for >> CallbackName. That might make it easier to pull forward when >> upgrading. > > Looking closer, I believe $skip_update was added just for this purpose > since it also can stop the update and is passed by reference. I think > setting $skip_update to 1 when you want to trigger the message should > do the trick. > --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Los Angeles - September, 2016 thank you very much. its working now. https://github.com/davewood/RT-Extension-WarnTicketTaken From brennanma at gmail.com Tue Jun 28 16:04:21 2016 From: brennanma at gmail.com (Matt Brennan) Date: Tue, 28 Jun 2016 16:04:21 -0400 Subject: [rt-users] 4.4.0 - Unable To Create Reminders Message-ID: Hello, I recently upgraded my test instance to 4.4.0. Since doing so, I am unable to create reminders. When trying to create a reminder, I get the error message " New tickets can not have status 'open' in this queue.". I have logging level to debug but I do not see anything related in syslog or the Apache error log. Any insight is appreciated. Thanks, Matt -------------- next part -------------- An HTML attachment was scrubbed... URL: From jbrandt at bestpractical.com Tue Jun 28 17:04:28 2016 From: jbrandt at bestpractical.com (Jim Brandt) Date: Tue, 28 Jun 2016 17:04:28 -0400 Subject: [rt-users] 4.4.0 - Unable To Create Reminders In-Reply-To: References: Message-ID: <7fa4e4f1-89a1-7005-f51d-86df5ece2fda@bestpractical.com> On 6/28/16 4:04 PM, Matt Brennan wrote: > Hello, > > I recently upgraded my test instance to 4.4.0. Since doing so, I am > unable to create reminders. When trying to create a reminder, I get the > error message " > > New tickets can not have status 'open' in this queue.". I have logging > level to debug but I do not see anything related in syslog or the Apache > error log. > > Any insight is appreciated. Have you modified the lifecycle for the queue in which you're creating the reminder? If you don't have 'open' in this transition: transitions => { "" => [qw(new open resolved)], you might get that error. This transition defines the statuses a ticket can be created in and reminders are created in the open status. From Brian.Dunbar at von.ca Wed Jun 29 14:50:12 2016 From: Brian.Dunbar at von.ca (Dunbar, Brian) Date: Wed, 29 Jun 2016 18:50:12 +0000 Subject: [rt-users] Exim4 Message-ID: <1B0952CE40023A48AE928B0BBBC4AD40098C3F9C@VONDC336.vonnat1.von.ca> Hello All, I have setup RT 4.4 and I have External Auth working. Users can login with domain names. The only hurdle left to completing my setup is exim4. I can receive email from RT but not send to RT. I did create the queue info in etc/aliases and restart apache The exim4 mainlog shows Queued Mail for Delivery any emails I test with. rt: "|usr/bin/rt-mailgate --queue Service.Test --action correspond --url http://xxxxxx.xxx/rt" rt-comment: "|/usr/bin/rt-mailgate --queue Service.Test --action comment --url http://xxxxxx.xxx/rt" Thank you for any help I am learning as I go. -------------- next part -------------- An HTML attachment was scrubbed... URL: From tibbs at math.uh.edu Wed Jun 29 19:14:51 2016 From: tibbs at math.uh.edu (Jason L Tibbitts III) Date: Wed, 29 Jun 2016 18:14:51 -0500 Subject: [rt-users] Exim4 In-Reply-To: <1B0952CE40023A48AE928B0BBBC4AD40098C3F9C@VONDC336.vonnat1.von.ca> (Brian Dunbar's message of "Wed, 29 Jun 2016 18:50:12 +0000") References: <1B0952CE40023A48AE928B0BBBC4AD40098C3F9C@VONDC336.vonnat1.von.ca> Message-ID: >>>>> "DB" == Dunbar, Brian writes: DB> I can receive email from RT but not send to RT. I did create the DB> queue info in etc/aliases and restart apache The exim4 mainlog shows DB> Queued Mail for Delivery any emails I test with. It's really tough to say without any information about what exim actually logs when it attempts the delivery. I don't know if it will help you, but here's my exim configuration: In the routers section, just before the the localuser router, localuser_rt: driver = accept local_part_suffix = +* local_part_prefix = rt- transport = local_delivery_rt And in the transports section (I put it at the end, but I don't think it matters), local_delivery_rt: driver = pipe command = "/usr/bin/rt-mailgate --queue ${quote:$local_part} --action ${quote:${substr_1:$local_part_suffix}} --url https://XXX" return_path_add return_output message_prefix = "" message_suffix = "" user = apache group = apache (edit appropriately, of course). This automatically hooks up every address of the form rt-XXX-YYY "XXX" queue and the "YYY" action (either "correspond" or "comment"). I have aliases mapping to these addresses from friendly names in our regular email domain, but sadly this means I need to edit RTAddressRegexp whenever I add a queue. I still find that less work than updating the aliases file. But, of course, none of this will work if exim can't call rt-mailgate, which could happen due to any number of different reasons. Those reasons should be in your logs. (Either the exim logs or your security system logs if you have one; for selinux that's what ausearch will tell you.) - J< From Bernhard.Eierschmalz at scheppach.com Thu Jun 30 06:39:57 2016 From: Bernhard.Eierschmalz at scheppach.com (Eierschmalz, Bernhard) Date: Thu, 30 Jun 2016 10:39:57 +0000 Subject: [rt-users] Permission causes wrong search-results Message-ID: <97344147CBA1644584462D6D81C43CE4D2E1C236@svex.scheppach.local> Hello, I'm using RT 4.4.0 I found the following problem: I have a custom field "category" with settings "select one value". There are 5 possible values. I build a search for all tickets like the following Queue = 'General' AND Owner = 'Nobody' AND 'CF.{category}' != 'one' I found that the search results ignore the part CF.{category} != 'one' and shows all tickets, no matter which category. I tested with CF.{category} = 'one' and this works - it shows all the ticket with category 'one' I used the same search with root-user, and it always works as expected - so I thought this would be a problem with permissions. My default-user has the following permissions on this queue: "general rights" --> all "Rights for Staff" --> all but "delete tickets" and "forward messages outside of RT" "rights for Administrators" --> no permissions My next try was changing the permissions of the custom field. I found out that, as soon as the user has the permission "General rights" --> "view custom fields" on the "category"-Custom field, the search is working as expected. So in short: Search on the CF with = operator works always, Search on the CF with != operator works only, if the user has "view custom fields" permission on the custom field. So I have a possible solution now, but I would like to understand how this error occurs. Is this a bug or a feature? Best regards Bernhard -------------- next part -------------- An HTML attachment was scrubbed... URL: From Albert.Shih at obspm.fr Thu Jun 30 08:30:26 2016 From: Albert.Shih at obspm.fr (Albert Shih) Date: Thu, 30 Jun 2016 14:30:26 +0200 Subject: [rt-users] Issues with RTExternalAuth Message-ID: <20160630123026.z75pyli74a5lorei@pcjas.obspm.fr> Hi every one. I try to run a RT 4.4.0. The RT::Authen::ExternalAuth don't seem to work correctly. I already check on this mailing list, and try the patch I seem. Nothing seem to work correctly. Here my RT_SiteConfig.pm Set($WebExternalAuth, 1 ); Set($ExternalAuthPriority, ['PLM']); Set($ExternalInfoPriority, ['PLM']); Set($ExternalServiceUsesSSLorTLS, '0'); Set($AutoCreateNonExternalUsers, '1'); Set($ExternalSettings, { 'PLM' => { 'type' => 'ldap', 'server' => '*****', 'user' => 'uid=nss,o=*****', 'pass' => '*****', 'base' => '*****', 'filter' => '(objectClass=person)', 'd_filter' => '', 'tls' => '0', 'ssl_version' => '3', 'net_ldap_args' => [ 'version => 3', ], 'attr_match_list' => [ 'Name', 'EmailAddress', ], 'attr_map' => { 'Name' => 'mail', 'EmailAddress' => 'mail', 'Organization' => 'ou', 'RealName' => 'displayName', 'WorkPhone' => 'telephoneNumber', 'City' => 'l', }, }}); in that case I can authenticate in local without problem. But not against my LDAP server. If I add a Set($ExternalAuth, 1 ); I can't authenticate at all (either local or LDAP) and I get something like : Jun 30 14:22:37 rt RT: [5913] Expected 'PeerHost' at /usr/local/lib/perl5/site_perl/Net/LDAP.pm line 164. Stack: [/usr/local/lib/perl5/site_perl/Carp.pm:167] [/usr/local/lib/perl5/site_perl/IO/Socket/IP.pm:485] [/usr/local/lib/perl5/site_perl/IO/Socket/IP.pm:386] [/usr/local/lib/perl5/5.20/mach/IO/Socket.pm:49] [/usr/local/lib/perl5/site_perl/IO/Socket/IP.pm:353] [/usr/local/lib/perl5/site_perl/Net/LDAP.pm:164] [/usr/local/lib/perl5/site_perl/Net/LDAP.pm:122] [/usr/local/lib/perl5/site_perl/RT/Authen/ExternalAuth/LDAP.pm:646] [/usr/local/lib/perl5/site_perl/RT/Authen/ExternalAuth/LDAP.pm:510] [/usr/local/lib/perl5/site_perl/RT/Authen/ExternalAuth.pm:581] [/usr/local/lib/perl5/site_perl/RT/Authen/ExternalAuth.pm:328] [/usr/local/share/rt44/html/Elements/DoAuth:57] [/usr/local/lib/perl5/site_perl/RT/Interface/Web.pm:308] [/usr/local/share/rt44/html/autohandler:53] I running a RT 4.4.0 under FreeBSD. Any idea ? Regards JAS -- Albert SHIH DIO b?timent 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex France T?l?phone : +33 1 45 07 76 26/+33 6 86 69 95 71 xmpp: jas at obspm.fr Heure local/Local time: jeu 30 jui 2016 14:24:34 CEST From nagraj.arya at ericsson.com Thu Jun 30 09:00:59 2016 From: nagraj.arya at ericsson.com (Nagraj Arya) Date: Thu, 30 Jun 2016 13:00:59 +0000 Subject: [rt-users] help Message-ID: Hi, I am new to RT so your help is really appreciated. We are trying to see if we can create a dashboard and add a field which shows all the attachments for that ticket in the dashboard itself [cid:image003.png at 01D1D2A5.B9EFEAC0] Instead of going to the ticket details and seeing the attachments. [cid:image004.png at 01D1D2A5.B9EFEAC0] Is it possible, can you please guide me to achieve it.. //BR Nagraj Arya -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image003.png Type: image/png Size: 14331 bytes Desc: image003.png URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image004.png Type: image/png Size: 9303 bytes Desc: image004.png URL: From martin.wheldon at greenhills-it.co.uk Thu Jun 30 10:11:30 2016 From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon) Date: Thu, 30 Jun 2016 14:11:30 +0000 Subject: [rt-users] Permission causes wrong search-results In-Reply-To: <97344147CBA1644584462D6D81C43CE4D2E1C236@svex.scheppach.local> References: <97344147CBA1644584462D6D81C43CE4D2E1C236@svex.scheppach.local> Message-ID: <7857628e278e9b74aa2793d181a99452@mail.greenhills-it.co.uk> Hi, IMO this is working correctly for the following reason, as far as the user is concerned the the custom field does not contain the specified value. For this situation you would need somthing like: Queue = 'General' AND Owner = 'Nobody' AND ('CF.{category}' exists AND 'CF.{category}' != 'one') Best Regards Martin On 2016-06-30 10:39, Eierschmalz, Bernhard wrote: > Hello, > > I'm using RT 4.4.0 > > I found the following problem: > > I have a custom field "category" with settings "select one value". > There are 5 possible values. > > I build a search for all tickets like the following > > Queue = 'General' AND Owner = 'Nobody' AND 'CF.{category}' != 'one' > > I found that the search results ignore the part CF.{category} != 'one' > and shows all tickets, no matter which category. > > I tested with CF.{category} = 'one' and this works - it shows all the > ticket with category 'one' > > I used the same search with root-user, and it always works as expected > - so I thought this would be a problem with permissions. > > My default-user has the following permissions on this queue: > > "general rights" ? all > > "Rights for Staff" ? all but "delete tickets" and "forward messages > outside of RT" > > "rights for Administrators" ? no permissions > > My next try was changing the permissions of the custom field. > > I found out that, as soon as the user has the permission "General > rights" ? "view custom fields" on the "category"-Custom field, the > search is working as expected. > > So in short: > > Search on the CF with = operator works always, > > Search on the CF with != operator works only, if the user has "view > custom fields" permission on the custom field. > > So I have a possible solution now, but I would like to understand how > this error occurs. Is this a bug or a feature? > > Best regards > > Bernhard > --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Los Angeles - September, 2016 From James.Beck at usma.edu Thu Jun 30 10:45:55 2016 From: James.Beck at usma.edu (Beck, James E CTR USA USMA) Date: Thu, 30 Jun 2016 10:45:55 -0400 Subject: [rt-users] "Queue N not found" Errors after upgrade of an RT 4.0.4 environment to either 4.2.12 or RT 4.4.1. Message-ID: <6757038BFDCD614DA5213272D1E157981A232E17EB@USMASVGDOIM522.usma.ds.army.edu> Hello All I am a newbie with regards to posting to this group, so my apologies in advance if I fail to follow proper protocol. I am testing the upgrade of an RT 4.0.4 environment to either 4.2.12 or RT 4.4.1. I initially attempted to upgrade to 4.4.1, but after experiencing issues I decided to upgrade to 4.2.12. The same issues occurred in the 4.2.12 upgrade, as well. I am testing the upgrade process within a VMware environment, so I have the ability of testing the upgrade process on a cloned system without impacting the production environment running the 4.0.4 RT instance. The system OS and application versions are noted below. The upgrade process appears to work properly. After the upgrade is completed, however, I select one of the Scrip selections within the Admin->Global->Scrips panel and I experience an RT Error "Queue N not found" (where N can be any Queue number associated with the Scrip being selected). I have included an example of the error written to /opt/rt4/var/log/, as well. As a result of this error, I verified that the MySQL Scrips table columns have changed. It appears various columns no longer exist, which previously existed within RT 4.0.4. The Columns that no longer exist are: ConditionRules ActionRules Stage Queue RT support claims the non-existence of these columns is normal (as a result of the upgrade) and suggested I reach out to the rt-users group to see if anyone else experienced the problem and resolved it. Error Written to /opt/rt4/var/log =============================================================================== [9889] [Mon Jun 6 14:10:23 2016] [error]: Queue 6 not found (/opt/rt4/share/html/Elements/Error:78) I am attempting the upgrade within the following enviornment: ==================================================================================== RT; 4.0.4 OS: Red Hat Enterprise Linux Server release 6.7 (Santiago) Mysql: mysql Ver 14.14 Distrib 5.1.73, for redhat-linux-gnu (x86_64) using readline 5.1 Perl: This is perl, v5.10.1 (*) built for x86_64-linux-thread-multi Apache: Server version: Apache/2.2.15 (Unix) Server built: Feb 4 2016 08:22:15 Any idea what the problem may be? From Bernhard.Eierschmalz at scheppach.com Thu Jun 30 11:02:55 2016 From: Bernhard.Eierschmalz at scheppach.com (Eierschmalz, Bernhard) Date: Thu, 30 Jun 2016 15:02:55 +0000 Subject: [rt-users] Permission causes wrong search-results In-Reply-To: <7857628e278e9b74aa2793d181a99452@mail.greenhills-it.co.uk> References: <97344147CBA1644584462D6D81C43CE4D2E1C236@svex.scheppach.local> <7857628e278e9b74aa2793d181a99452@mail.greenhills-it.co.uk> Message-ID: <97344147CBA1644584462D6D81C43CE4D2E1CBD2@svex.scheppach.local> Hi, I'm sorry but this doesn't work - Request tracker sais "wrong query" if I try to run the search with "'CF.{category}' exists" Message is: Wrong query, expecting a OPERATOR in .... AND 'CF.{category}' >exists<--here' -----Urspr?ngliche Nachricht----- Von: Martin Wheldon [mailto:martin.wheldon at greenhills-it.co.uk] Gesendet: Donnerstag, 30. Juni 2016 16:12 An: Eierschmalz, Bernhard Cc: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] Permission causes wrong search-results Hi, IMO this is working correctly for the following reason, as far as the user is concerned the the custom field does not contain the specified value. For this situation you would need somthing like: Queue = 'General' AND Owner = 'Nobody' AND ('CF.{category}' exists AND 'CF.{category}' != 'one') Best Regards Martin On 2016-06-30 10:39, Eierschmalz, Bernhard wrote: > Hello, > > I'm using RT 4.4.0 > > I found the following problem: > > I have a custom field "category" with settings "select one value". > There are 5 possible values. > > I build a search for all tickets like the following > > Queue = 'General' AND Owner = 'Nobody' AND 'CF.{category}' != 'one' > > I found that the search results ignore the part CF.{category} != 'one' > and shows all tickets, no matter which category. > > I tested with CF.{category} = 'one' and this works - it shows all the > ticket with category 'one' > > I used the same search with root-user, and it always works as expected > - so I thought this would be a problem with permissions. > > My default-user has the following permissions on this queue: > > "general rights" ? all > > "Rights for Staff" ? all but "delete tickets" and "forward messages > outside of RT" > > "rights for Administrators" ? no permissions > > My next try was changing the permissions of the custom field. > > I found out that, as soon as the user has the permission "General > rights" ? "view custom fields" on the "category"-Custom field, the > search is working as expected. > > So in short: > > Search on the CF with = operator works always, > > Search on the CF with != operator works only, if the user has "view > custom fields" permission on the custom field. > > So I have a possible solution now, but I would like to understand how > this error occurs. Is this a bug or a feature? > > Best regards > > Bernhard > --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Los Angeles - September, 2016 From bbaker at copesan.com Thu Jun 30 11:19:59 2016 From: bbaker at copesan.com (Bryon Baker) Date: Thu, 30 Jun 2016 15:19:59 +0000 Subject: [rt-users] Permission causes wrong search-results In-Reply-To: <97344147CBA1644584462D6D81C43CE4D2E1CBD2@svex.scheppach.local> References: <97344147CBA1644584462D6D81C43CE4D2E1C236@svex.scheppach.local> <7857628e278e9b74aa2793d181a99452@mail.greenhills-it.co.uk> <97344147CBA1644584462D6D81C43CE4D2E1CBD2@svex.scheppach.local> Message-ID: Hey There I think you need to use "NOT LIKE" IE Queue = 'General' AND Owner = 'Nobody' AND ('CF.{category}' exists AND 'CF.{category}' NOT LIKE 'one') Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 Ext. 2296 ? 262-783-6261 Ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -----Original Message----- From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Eierschmalz, Bernhard Sent: Thursday, June 30, 2016 10:03 AM To: martin.wheldon at greenhills-it.co.uk Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Permission causes wrong search-results Hi, I'm sorry but this doesn't work - Request tracker sais "wrong query" if I try to run the search with "'CF.{category}' exists" Message is: Wrong query, expecting a OPERATOR in .... AND 'CF.{category}' >exists<--here' -----Urspr?ngliche Nachricht----- Von: Martin Wheldon [mailto:martin.wheldon at greenhills-it.co.uk] Gesendet: Donnerstag, 30. Juni 2016 16:12 An: Eierschmalz, Bernhard Cc: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] Permission causes wrong search-results Hi, IMO this is working correctly for the following reason, as far as the user is concerned the the custom field does not contain the specified value. For this situation you would need somthing like: Queue = 'General' AND Owner = 'Nobody' AND ('CF.{category}' exists AND 'CF.{category}' != 'one') Best Regards Martin On 2016-06-30 10:39, Eierschmalz, Bernhard wrote: > Hello, > > I'm using RT 4.4.0 > > I found the following problem: > > I have a custom field "category" with settings "select one value". > There are 5 possible values. > > I build a search for all tickets like the following > > Queue = 'General' AND Owner = 'Nobody' AND 'CF.{category}' != 'one' > > I found that the search results ignore the part CF.{category} != 'one' > and shows all tickets, no matter which category. > > I tested with CF.{category} = 'one' and this works - it shows all the > ticket with category 'one' > > I used the same search with root-user, and it always works as expected > - so I thought this would be a problem with permissions. > > My default-user has the following permissions on this queue: > > "general rights" ? all > > "Rights for Staff" ? all but "delete tickets" and "forward messages > outside of RT" > > "rights for Administrators" ? no permissions > > My next try was changing the permissions of the custom field. > > I found out that, as soon as the user has the permission "General > rights" ? "view custom fields" on the "category"-Custom field, the > search is working as expected. > > So in short: > > Search on the CF with = operator works always, > > Search on the CF with != operator works only, if the user has "view > custom fields" permission on the custom field. > > So I have a possible solution now, but I would like to understand how > this error occurs. Is this a bug or a feature? > > Best regards > > Bernhard > --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Los Angeles - September, 2016 --------- RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016 From me at nileshgr.com Thu Jun 30 23:41:23 2016 From: me at nileshgr.com (Nilesh) Date: Fri, 01 Jul 2016 09:11:23 +0530 Subject: [rt-users] Custom fields in transaction Message-ID: <1467344483.26312.7.camel@nileshgr.com> Hi, I'm trying to assign the ticket to a queue based on a transaction custom field, but I am unable to fetch the custom field in my scrip. Scrip details: Condition: On correspond Action: User defined Template: Blank Custom condition: 1; Custom action preparation code: 1; Custom action commit code: my $queueName = $self->TicketObj->QueueObj->Name; RT::Logger->info("Queue name: $queueName"); my $trans = $self->TransactionObj; RT::Logger->info($trans->FirstCustomFieldValue("Product")); ------------------ The method FirstCustomFieldValue returns empty even though the value is set in form submission. All the stuff I found on Google are about custom fields in tickets, seems nobody uses transaction custom fields? I'm using RT 4.4.0. -- Nilesh