From brennanma at gmail.com  Tue Mar  1 12:57:21 2016
From: brennanma at gmail.com (Matt Brennan)
Date: Tue, 1 Mar 2016 12:57:21 -0500
Subject: [rt-users] MandatoryOnTransition & CustomFieldsOnUpdate Conflict
In-Reply-To: <CACLBzuo_SBL_ub42gQxpURdp=KEdf5-f=ApQuvyOFVF0DjCPFg@mail.gmail.com>
References: <CACLBzuo_SBL_ub42gQxpURdp=KEdf5-f=ApQuvyOFVF0DjCPFg@mail.gmail.com>
Message-ID: <CACLBzupZWrb8jSGNtey9M2LgvbYd61SnSMsmXgRLFAD_sPkMDg@mail.gmail.com>

Anybody able to provide any insight here? Or a work around that
accomplishes the same thing? Still experiencing this issue.

Thanks,
Matt

On Thu, Feb 18, 2016 at 1:52 PM, Matt Brennan <brennanma at gmail.com> wrote:

> Good Day,
>
>   We have been using MandatoryOnTransition for some time now to require
> certain custom fields be populated when a ticket is resolved. One of the
> effects is that it adds those custom fields to the Resolve action screen.
>
>   One of our teams recently asked us to add CustomFieldsOnUpdate which, of
> course, adds all custom fields to the update screen (note: for the queue in
> question the Resolve action has been set to update, not comment).
>
>   The result, now, is that all custom fields are shown twice when they go
> to resolve a ticket in their queue. This causes issues with the update as
> two different fields have the same name.  I can't seem to find any options
> that will correct this behavior. The easiest way would be to
> block MandatoryOnTransition from displaying the fields, but I don't see an
> option to do that.
>
>   Any insight is appreciated.
>
> -Matt
>
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From alush at scentral.k12.in.us  Tue Mar  1 13:00:56 2016
From: alush at scentral.k12.in.us (Lush, Aaron)
Date: Tue, 1 Mar 2016 12:00:56 -0600
Subject: [rt-users] Upgrading from 4.2.0 > 4.4.0
In-Reply-To: <56D0D070.2080803@xs4all.nl>
References: <CAM_GURhXD3rEeJ1jgZ4wR5G3=xvVfKpCU43AUcx7MTYqziRgLg@mail.gmail.com>
 <56D0BC97.2000605@xs4all.nl>
 <CAM_GURiVyZSLUC0gsJj-WNF+BBc9BqcJoaHAipCNuWdxijXRTg@mail.gmail.com>
 <CAM_GURiFxEQj0_-jamfSFDEjgzKtQdzj_B4wKRQzRkP4zGP8AA@mail.gmail.com>
 <56D0D070.2080803@xs4all.nl>
Message-ID: <CAM_GURgzKLKeepykxzJ9A7X721MPh2OBDuWY8_LgjtQLu7460Q@mail.gmail.com>

I've attached my RT_SiteConfig to this email. I'm not using the Assets
extension, which is mind-boggling. All I'd used was the LDAP extension,
which you'll see is commented out. This is driving me crazy, as it's the
last hurdle before I can roll out my pilot program.

Any help would be greatly appreciated. Thanks!

Sincerely,

Aaron Lush
Network Administrator
South Central Community School Corporation
(219) 767-2266 ext. 1111

On Fri, Feb 26, 2016 at 4:23 PM, Joop <jvdwege at xs4all.nl> wrote:

> On 26-2-2016 22:39, Lush, Aaron wrote:
>
> No w I am getting the following error when upgrading, after using the
> UPDATE command listed below. This only occurs when upgrading from 4.3.9 to
> 4.3.10. Any further advice would be much appreciated!
>
> *Processing 4.3.10*
> *Now populating database schema.*
> *[19046] [Fri Feb 26 21:33:59 2016] [critical]: DBD::mysql::st execute
> failed: Table 'Assets' already exists at
> /tmp/rt-4.4.0/sbin/../lib/RT/Handle.pm line 552.
> (/tmp/rt-4.4.0/sbin/../lib/RT.pm:390)*
> *DBD::mysql::st execute failed: Table 'Assets' already exists at
> /tmp/rt-4.4.0/sbin/../lib/RT/Handle.pm line 552.*
> *Makefile:391: recipe for target 'upgrade-database' failed*
>
> That suggests that you have been using the Assets extension in 4.2.
> I didn't get that error when upgrading from 4.0.23 to 4.4, besides that ,
> I'm  using postgres as a db backend but that shouldn't matter.
>
> Joop
>
> PS: its 23:20 for me so time to get some sleep :-)
>
>
> ---------
> RT 4.4 and RTIR Training Sessions (
> http://bestpractical.com/services/training.html)
> * Hamburg Germany - March 14 & 15, 2016
> * Washington DC - May 23 & 24, 2016
>

-- 
Email Confidentiality Notice: This email message, including all 
attachments, is for the sole use of the intended recipient(s) and contains 
confidential information. If you are not the intended recipient, you may 
not use, disclose, print, copy or disseminate this information. Please 
reply and notify the sender, delete the message and any attachments and 
destroy all copies. 
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# Any configuration directives you include  here will override
# RT's default configuration file, RT_Config.pm
#
# To include a directive here, just copy the equivalent statement
# from RT_Config.pm and change the value. We've included a single
# sample value below.
#
# This file is actually a perl module, so you can include valid
# perl code, as well.
#
# The converse is also true, if this file isn't valid perl, you're
# going to run into trouble. To check your SiteConfig file, use
# this command:
#
#   perl -c /path/to/your/etc/RT_SiteConfig.pm
#
# You must restart your webserver after making changes to this file.

# Uncomment to set logging to DEBUG.
Set( $LogToSyslog, "warning");

# RT web configuration.
Set( $rtname, '****');
Set( $RTAddressRegexp,'^rt(\+[a-z]+)?\@example\.com$');
Set( $CorrespondAddress, '****');
Set( $CommentAddress, '****');
Set( $Organization, '****');
Set( $Timezone, 'US/Central');
Set( $WebDomain, '****');
Set( $WebPort, 443);
Set( $WebPath, '');
Set( $DatabasePassword, '****');
Set( $WebRemoteUserAuth , '1');
Set( $WebFallbackToRTLogin , '1');
Set( $WebRemoteUserGecos , undef);
Set( $WebRemoteUserAutocreate , '1');
Set( $PreferRichText, '0');

# You must install Plugins on your own, this is only an example
# of the correct syntax to use when activating them:
#     Plugin( "RT::Extension::SLA" );
#     Plugin( "RT::Authen::ExternalAuth" );

# Plugin( "RT::Extension::LDAPImport" );                        This has been incorporated into 4.4

## LDAP Configurations
# LDAP Authentication
# Set( @Plugins, qw(RT::Authen::ExternalAuth RT::Extension::LDAPImport));       Incorporated into 4.4

## LDAP USER IMPORT
Set($ExternalAuth, 1);
Set($LDAPCreatePrivileged, 1);
Set($LDAPUpdateUsers, 1);
Set($LDAPHost,'****');
Set($LDAPUser,'****');
Set($LDAPPassword,'****');

#my base OU for users, yours will probably differ
Set($LDAPBase,'****');
Set($LDAPFilter, '(&(objectClass=person))');
Set($LDAPMapping, {
        Name            => 'sAMAccountName',
        EmailAddress    => 'mail',
        Organization    => 'department',
        RealName        => 'cn',
        NickName        => 'givenName',
        ExternalAuthId  => 'sAMAccountName',
        Gecos           => 'sAMAccountName',
        WorkPhone       => 'telephoneNumber',
        MobilePhone     => 'mobile',
        Address1        => 'streetAddress',
        City            => 'l',
        State           => 'st',
        Zip             => 'postalCode',
        Country         => 'co'
});

## LDAP GROUP IMPORT AND MAPPINGS
Set($LDAPGroupMapping, {Name                    => 'cn',
                        Member_Attr             => 'member',
                        Member_Attr_Value       => 'dn'});

#OU/basedn location of groups
Set($LDAPGroupBase, 'ou=SCGroups,dc=sc,dc=local');

# LDAP GROUP FILTERING, Below are 2 examples
#Set($LDAPGroupFilter, 'cn=Information Technology');
# 2 group import example
#Set($LDAPGroupFilter, '(|(cn=Information Technology)(cn=Facilities))');

## LDAP Authentication
Set($ExternalAuthPriority,  [ 'My_LDAP',
                            ]
);

Set($ExternalInfoPriority,  [ 'My_LDAP',
                            ]
);

Set($ExternalSettings, {
    'My_LDAP'       =>  {
        'type'          =>  'ldap',
        'server'        =>  '****',
        'user'          =>  '****',
        'pass'          =>  '****',
        'base'          =>  '****',
        'filter'        =>  '(objectClass=person)',
        'tls'           =>  0,

        'attr_match_list' => [
            'Name',
            'EmailAddress',
            'RealName',
			'EmailAddress',
            'RealName',
        ],

        'attr_map'      => {
        'Name'          => 'sAMAccountName',
        'EmailAddress'  => 'mail',
        'Organization'  => 'department',
        'RealName'      => 'cn',
        'NickName'      => 'givenName',
        'ExternalAuthId'=> 'sAMAccountName',
        'Gecos'         => 'sAMAccountName',
        'WorkPhone'     => 'telephoneNumber',
        'MobilePhone'   => 'mobile',
        'Address1'      => 'streetAddress',
        'City'          => 'l',
        'State'         => 'st',
        'Zip'           => 'postalCode',
        'Country'       => 'co'
        },
    },
} );
1;
1;

From dooley at wolfram.com  Tue Mar  1 17:31:30 2016
From: dooley at wolfram.com (Roger Dooley)
Date: Tue, 1 Mar 2016 17:31:30 -0500
Subject: [rt-users] Fwd: RT Not Sending Email
In-Reply-To: <56D61331.6000509@wolfram.com>
References: <56D61331.6000509@wolfram.com>
Message-ID: <56D61842.40601@wolfram.com>

Hello,

I was wondering if someone could shed some light as to how to get RT to send
out email.

Here's what I've done so far:
* Upgrade machine is CentOS 7 (apache, mariadb, and postfix)
* installed RT 4.4 (previous 3.8.8)
* transferred database to new machine
* upgraded database
* configured aliases for new machine for testing
* RT web interface working for upgrade
* sending email to new machine adds tickets
* verified RT_SiteConfig.pm directives were updated

What is not working from upgrade:
* auto assigning user for certain queues via custom Scrip
* RT not sending emails to Admin CCs...from the debug logs, I can't find any
instance of RT calling SendEmail.pm (Scrips don't seem to be running even
though they are in the database and I can view them from the web interface).
* can send email from command line of the server
* tried setting $MailCommand to 'mbox'...no file when trying to forward a
ticket or reply

What am I missing?




From borepstein at gmail.com  Wed Mar  2 08:40:34 2016
From: borepstein at gmail.com (Boris Epstein)
Date: Wed, 2 Mar 2016 08:40:34 -0500
Subject: [rt-users] Fwd: RT Not Sending Email
In-Reply-To: <56D61842.40601@wolfram.com>
References: <56D61331.6000509@wolfram.com>
	<56D61842.40601@wolfram.com>
Message-ID: <CADeF1XG5eWQwfSGFz=P6cDGQR06RThCCE3xj9NfYaXSGd51V=Q@mail.gmail.com>

Hello Roger,

I am not sure that is it but have you checked that you are using a valid
"from" address?

Cheers,

Boris.

On Tue, Mar 1, 2016 at 5:31 PM, Roger Dooley <dooley at wolfram.com> wrote:

> Hello,
>
> I was wondering if someone could shed some light as to how to get RT to
> send
> out email.
>
> Here's what I've done so far:
> * Upgrade machine is CentOS 7 (apache, mariadb, and postfix)
> * installed RT 4.4 (previous 3.8.8)
> * transferred database to new machine
> * upgraded database
> * configured aliases for new machine for testing
> * RT web interface working for upgrade
> * sending email to new machine adds tickets
> * verified RT_SiteConfig.pm directives were updated
>
> What is not working from upgrade:
> * auto assigning user for certain queues via custom Scrip
> * RT not sending emails to Admin CCs...from the debug logs, I can't find
> any
> instance of RT calling SendEmail.pm (Scrips don't seem to be running even
> though they are in the database and I can view them from the web
> interface).
> * can send email from command line of the server
> * tried setting $MailCommand to 'mbox'...no file when trying to forward a
> ticket or reply
>
> What am I missing?
>
>
> ---------
> RT 4.4 and RTIR Training Sessions (
> http://bestpractical.com/services/training.html)
> * Hamburg Germany - March 14 & 15, 2016
> * Washington DC - May 23 & 24, 2016
>
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From dooley at wolfram.com  Wed Mar  2 09:23:44 2016
From: dooley at wolfram.com (Roger Dooley)
Date: Wed, 2 Mar 2016 09:23:44 -0500
Subject: [rt-users] Fwd: RT Not Sending Email
In-Reply-To: <CADeF1XG5eWQwfSGFz=P6cDGQR06RThCCE3xj9NfYaXSGd51V=Q@mail.gmail.com>
References: <56D61331.6000509@wolfram.com> <56D61842.40601@wolfram.com>
 <CADeF1XG5eWQwfSGFz=P6cDGQR06RThCCE3xj9NfYaXSGd51V=Q@mail.gmail.com>
Message-ID: <56D6F770.1050801@wolfram.com>

 From address is valid. I'm comparing the logs from 3.8 and 4.4 and in the 
4.4 logs, there just isn't any indication that SendEmail.pm is invoked. It's 
as if that action isn't called at all.

Boris Epstein wrote on 3/2/16 8:40 AM:
> Hello Roger,
>
> I am not sure that is it but have you checked that you are using a valid
> "from" address?
>
> Cheers,
>
> Boris.
>
> On Tue, Mar 1, 2016 at 5:31 PM, Roger Dooley <dooley at wolfram.com
> <mailto:dooley at wolfram.com>> wrote:
>
>     Hello,
>
>     I was wondering if someone could shed some light as to how to get RT to send
>     out email.
>
>     Here's what I've done so far:
>     * Upgrade machine is CentOS 7 (apache, mariadb, and postfix)
>     * installed RT 4.4 (previous 3.8.8)
>     * transferred database to new machine
>     * upgraded database
>     * configured aliases for new machine for testing
>     * RT web interface working for upgrade
>     * sending email to new machine adds tickets
>     * verified RT_SiteConfig.pm directives were updated
>
>     What is not working from upgrade:
>     * auto assigning user for certain queues via custom Scrip
>     * RT not sending emails to Admin CCs...from the debug logs, I can't find any
>     instance of RT calling SendEmail.pm (Scrips don't seem to be running even
>     though they are in the database and I can view them from the web interface).
>     * can send email from command line of the server
>     * tried setting $MailCommand to 'mbox'...no file when trying to forward a
>     ticket or reply
>
>     What am I missing?
>
>
>     ---------
>     RT 4.4 and RTIR Training Sessions
>     (http://bestpractical.com/services/training.html)
>     * Hamburg Germany - March 14 & 15, 2016
>     * Washington DC - May 23 & 24, 2016
>
>


From hammond at txcorp.com  Wed Mar  2 16:21:04 2016
From: hammond at txcorp.com (Anne M. Hammond)
Date: Wed, 2 Mar 2016 14:21:04 -0700
Subject: [rt-users] New Script
Message-ID: <E77939F6-2BDC-4260-93D5-71BBF1E080C7@txcorp.com>

Hi,

We would like to Cc sugar-sales on incoming RT correspondence.

The email to sugarcrm would be From: {Requestor}, not
RT.  

I created a new script:

Name:  Cc sugar-sales
Description:  Send Cc of original request with Requestor as Sender to sugar-sales
Type Perl
Content:

To:sugar-sales at mycorp.com

From:{$Ticket->Requestor}

Subject: {$Ticket->Subject}

{$Transaction->Content()}

??????????

Then I "Create a script for queue Testing":

Description:  Cc sugar-sales
Condition: On create
Action:  Notify other recipients
Template:  Cc sugar-sales
Stage:  TransactionCreate

Save
??????????

But the message is not sent.  

If I look at Current Scrips, this is #114.
I don?t see that #114 is executed by looking in /var/log/messages.

Is there another place to look?  Or is this not the way to do this?

Thanks in advance for any pointers,
Anne



From hammond at txcorp.com  Wed Mar  2 17:59:10 2016
From: hammond at txcorp.com (Anne M. Hammond)
Date: Wed, 2 Mar 2016 15:59:10 -0700
Subject: [rt-users] New Script
In-Reply-To: <E77939F6-2BDC-4260-93D5-71BBF1E080C7@txcorp.com>
References: <E77939F6-2BDC-4260-93D5-71BBF1E080C7@txcorp.com>
Message-ID: <247AE35D-29AF-444D-B13F-4B7589AAAF6E@txcorp.com>

I see the error in /var/log/messages:

Mar  2 15:50:02 rt RT: Template parsing error: RT::Ticket::Requestor Unimplemented in Text::Template::GEN75. (template line 3) #012#012Stack:#012  [/usr/local/share/perl5/DBIx/SearchBuilder/Record.pm:494]#012  [template:3]#012  [/opt/rt4/sbin/../lib/RT/Template.pm:478]#012  [/opt/rt4/sbin/../lib/RT/Template.pm:434]#012  [/opt/rt4/sbin/../lib/RT/Template.pm:363]#012  [/opt/rt4/sbin/../lib/RT/Template.pm:343]#012  [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:154]#012  [/opt/rt4/sbin/../lib/RT/Action/Notify.pm:69]#012  [/opt/rt4/sbin/../lib/RT/ScripAction.pm:226]#012  [/opt/rt4/sbin/../lib/RT/Scrip.pm:448]#012  [/opt/rt4/sbin/../lib/RT/Scrips.pm:252]#012  [/opt/rt4/sbin/../lib/RT/Transaction.pm:179]#012  [/opt/rt4/sbin/../lib/RT/Record.pm:1459]#012  [/opt/rt4/sbin/../lib/RT/Ticket.pm:2243]#012  [/opt/rt4/sbin/../lib/RT/Ticket.pm:2151]#012  [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1571]#012  [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] (/opt/rt4/sbin/../lib/RT/Template.pm:473)


Requestor Unimplemented in Text


> On Mar 2, 2016, at 2:21 PM, Anne M. Hammond <hammond at txcorp.com> wrote:
> 
> Hi,
> 
> We would like to Cc sugar-sales on incoming RT correspondence.
> 
> The email to sugarcrm would be From: {Requestor}, not
> RT.  
> 
> I created a new script:
> 
> Name:  Cc sugar-sales
> Description:  Send Cc of original request with Requestor as Sender to sugar-sales
> Type Perl
> Content:
> 
> To:sugar-sales at mycorp.com
> 
> From:{$Ticket->Requestor}
> 
> Subject: {$Ticket->Subject}
> 
> {$Transaction->Content()}
> 
> ??????????
> 
> Then I "Create a script for queue Testing":
> 
> Description:  Cc sugar-sales
> Condition: On create
> Action:  Notify other recipients
> Template:  Cc sugar-sales
> Stage:  TransactionCreate
> 
> Save
> ??????????
> 
> But the message is not sent.  
> 
> If I look at Current Scrips, this is #114.
> I don?t see that #114 is executed by looking in /var/log/messages.
> 
> Is there another place to look?  Or is this not the way to do this?
> 
> Thanks in advance for any pointers,
> Anne
> 
> ---------
> RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html)
> * Hamburg Germany - March 14 & 15, 2016
> * Washington DC - May 23 & 24, 2016
> 

Anne M. Hammond - Systems / Network Administration - Tech-X Corp
                  hammond_at_txcorp.com 720-974-1840






From frank.wissink at gmail.com  Thu Mar  3 00:19:23 2016
From: frank.wissink at gmail.com (Frank Wissink)
Date: Thu, 3 Mar 2016 06:19:23 +0100
Subject: [rt-users] Running RT at /rt rather than / with Nginx
In-Reply-To: <CABKDuu4Moe3WmFks_tmvYUZhwT=L+K_8JYsXgXWzQzdS322Q_g@mail.gmail.com>
References: <CABKDuu4Moe3WmFks_tmvYUZhwT=L+K_8JYsXgXWzQzdS322Q_g@mail.gmail.com>
Message-ID: <09D7FFA2-8FDB-479E-A033-206513992F5B@gmail.com>

Hi,
I know that problem I had this on my installation althoug. 

To resolve that Problem I changed the Login template. In that template you have to add the suburl. In your case /rt to the submit function.

> Am 29.02.2016 um 23:14 schrieb Fran?ois Meehan <fmeehan at vuwall.com>:
> 
> Hi all, 
> 
> I am trying to change the location of our RT server to access it at http://mysite.com/rt instead of http://mysite.com.
> 
> We are using NGINX and I followed instructions from the documentation, namely, we changed the default file content of sites-enabled to: 
> 
> server {
>         listen 80;
>         server_name mysite.com;
>         access_log  /var/log/nginx/access.log;
> 
>         location /rt {
>             fastcgi_param  QUERY_STRING       $query_string;
>             fastcgi_param  REQUEST_METHOD     $request_method;
>             fastcgi_param  CONTENT_TYPE       $content_type;
>             fastcgi_param  CONTENT_LENGTH     $content_length;
> 
>             fastcgi_param  SCRIPT_NAME        "";
>             fastcgi_param  PATH_INFO          $uri;
>             fastcgi_param  REQUEST_URI        $request_uri;
>             fastcgi_param  DOCUMENT_URI       $document_uri;
>             fastcgi_param  DOCUMENT_ROOT      $document_root;
>             fastcgi_param  SERVER_PROTOCOL    $server_protocol;
> 
>             fastcgi_param  GATEWAY_INTERFACE  CGI/1.1;
>             fastcgi_param  SERVER_SOFTWARE    nginx/$nginx_version;
> 
>             fastcgi_param  REMOTE_ADDR        $remote_addr;
>             fastcgi_param  REMOTE_PORT        $remote_port;
>             fastcgi_param  SERVER_ADDR        $server_addr;
>             fastcgi_param  SERVER_PORT        $server_port;
>             fastcgi_param  SERVER_NAME        $server_name;
>             fastcgi_pass 127.0.0.1:9000;
>         }
>     }
> 
> and in Site_Config.pm we put the following: 
> 
> Set($WebPath, "/rt");
> Set($WebBaseURL, 'http://mysite.com');
> 
> When trying to access the site we get the following error  ?Too many redirect occurred trying to open http://mysite.com/rt/NoAuth/Login.html?? 
> 
> 
> Any ideas?
> 
> Thanks in advance, 
> 
> -- 
> Fran?ois MEEHAN
> Technical Support | Support Technique
> VuWall Technology, Inc.
> 
> 
> Tel: +1 514-505-4436
> Skype: VuWall-Support
> 
> ---------
> RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html)
> * Hamburg Germany - March 14 & 15, 2016
> * Washington DC - May 23 & 24, 2016
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From jeet.0733 at gmail.com  Thu Mar  3 00:22:55 2016
From: jeet.0733 at gmail.com (Satyajeet Singh)
Date: Thu, 3 Mar 2016 09:22:55 +0400
Subject: [rt-users] Issues After Upgrading to 4.4
In-Reply-To: <CAKwWHbskeQkW2UmJ8ucWMQxc+4kyS+HReEmkB5Je=CeP1mKuPw@mail.gmail.com>
References: <CAKwWHbsU33HZtOoAkiY-dnZEtLYoYzpLYmUd85LqtD4o0rkKsQ@mail.gmail.com>
 <CAKwWHbt90FzmnzrgR1wVEekTkfgFta_b=pXz7sa-OTGHzfUAgg@mail.gmail.com>
 <CAP+5OTpWkDBme6vTO1CTp81UHf88Cc=OhW=JNk32u9SrrtuWwQ@mail.gmail.com>
 <CAKwWHbskeQkW2UmJ8ucWMQxc+4kyS+HReEmkB5Je=CeP1mKuPw@mail.gmail.com>
Message-ID: <CAKwWHbuAFogiXTj4ccakOAPk1=dteJu+yd6z-Or-aaA3bcbPxw@mail.gmail.com>

Dear Sean,

Did you manage to find any solution for this. Apologies, but we are
planning t update to 4.4 for new features but not able to do it due to this
issue.

Thanks a lot for your help.


--
Kind Regards,
Satyajeet Singh
Dubai: +971 551185369
India: +91 9911547664

On 17 February 2016 at 09:35, Satyajeet Singh <jeet.0733 at gmail.com> wrote:

> Hi Sean,
>
> Thanks for replying, I checked that, its system default for all the
> unprivileged users and it is set as Asia/Dubai on OS and in RT_SiteConfig.pm
>
>
>
>
> On 16 February 2016 at 22:05, Sean Ellefson <scellef at pdx.edu> wrote:
>
>> HI Satyajeet,
>>
>> Have you checked the locale settings under your user options?  There's an
>> option for listing all dates under GMT next to others around your timezone.
>>
>> On Sat, Feb 13, 2016 at 9:55 PM, Satyajeet Singh <jeet.0733 at gmail.com>
>> wrote:
>>
>>> Hi All,
>>>
>>> Did anyone face this issue ?
>>>
>>>
>>>
>>> --
>>> Kind Regards,
>>> Satyajeet Singh
>>> Dubai: +971 551185369
>>> India: +91 9911547664
>>>
>>> On 11 February 2016 at 21:45, Satyajeet Singh <jeet.0733 at gmail.com>
>>> wrote:
>>>
>>>> Hi All,
>>>>
>>>> After Upgrading to 4.4 I noticed that values for Custom DateTime Fields
>>>> entered by non root users is being considered as UTC irrespective of what
>>>> timezone has been set in RT_SIteConfig. For en example, with Asia/Dubai
>>>> (UTC +4) as a time zone, when I select 6:00 PM and create the ticket, it
>>>> gets displayed as 10:00PM. However there is no such issues when logged in
>>>> as root.
>>>>
>>>> Appreciate your immediate support on this.
>>>>
>>>> Thank you
>>>> --
>>>> Kind Regards,
>>>> Jeet
>>>>
>>>
>>>
>>> ---------
>>> RT 4.4 and RTIR Training Sessions (
>>> http://bestpractical.com/services/training.html)
>>> * Hamburg Germany - March 14 & 15, 2016
>>> * Washington DC - May 23 & 24, 2016
>>>
>>
>>
>>
>> --
>>
>> Sean Ellefson
>> Linux Systems Administrator - Computer Infrastructure Services
>> Office of Information Technologies
>> Portland State University
>> Phone: 503-725-9157
>> scellef at pdx.edu
>>
>>
>>
>
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From frank.wissink at gmail.com  Thu Mar  3 01:36:36 2016
From: frank.wissink at gmail.com (Frank Wissink)
Date: Thu, 3 Mar 2016 07:36:36 +0100
Subject: [rt-users] Running RT at /rt rather than / with Nginx
In-Reply-To: <CABKDuu4Moe3WmFks_tmvYUZhwT=L+K_8JYsXgXWzQzdS322Q_g@mail.gmail.com>
References: <CABKDuu4Moe3WmFks_tmvYUZhwT=L+K_8JYsXgXWzQzdS322Q_g@mail.gmail.com>
Message-ID: <CAAc0T2zGENJ4YgoUdSQu2sQgY=aXAMkr4DNo2x6XXfTejGAtrg@mail.gmail.com>

I checked what i have changed.

I copied the Login template to /opt/rt4/local/html/Elements and than
changed this line from

<input type="hidden" name="next" value="<% $next %>" />

to

<input type="hidden" name="next" value="/rt/<% $next %>" />

On Mon, Feb 29, 2016 at 11:14 PM, Fran?ois Meehan <fmeehan at vuwall.com>
wrote:

> Hi all,
>
>
> I am trying to change the location of our RT server to access it at
> http://mysite.com/rt instead of http://mysite.com.
>
>
> We are using NGINX and I followed instructions from the documentation,
> namely, we changed the default file content of sites-enabled to:
>
>
> server {
>
>         listen 80;
>
>         server_name mysite.com;
>
>         access_log  /var/log/nginx/access.log;
>
>
>         location /rt {
>
>             fastcgi_param  QUERY_STRING       $query_string;
>
>             fastcgi_param  REQUEST_METHOD     $request_method;
>
>             fastcgi_param  CONTENT_TYPE       $content_type;
>
>             fastcgi_param  CONTENT_LENGTH     $content_length;
>
>
>             fastcgi_param  SCRIPT_NAME        "";
>
>             fastcgi_param  PATH_INFO          $uri;
>
>             fastcgi_param  REQUEST_URI        $request_uri;
>
>             fastcgi_param  DOCUMENT_URI       $document_uri;
>
>             fastcgi_param  DOCUMENT_ROOT      $document_root;
>
>             fastcgi_param  SERVER_PROTOCOL    $server_protocol;
>
>
>             fastcgi_param  GATEWAY_INTERFACE  CGI/1.1;
>
>             fastcgi_param  SERVER_SOFTWARE    nginx/$nginx_version;
>
>
>             fastcgi_param  REMOTE_ADDR        $remote_addr;
>
>             fastcgi_param  REMOTE_PORT        $remote_port;
>
>             fastcgi_param  SERVER_ADDR        $server_addr;
>
>             fastcgi_param  SERVER_PORT        $server_port;
>
>             fastcgi_param  SERVER_NAME        $server_name;
>
>             fastcgi_pass 127.0.0.1:9000;
>
>         }
>
>     }
>
>
> and in Site_Config.pm we put the following:
>
>
> Set($WebPath, "/rt");
>
> Set($WebBaseURL, 'http://mysite.com');
>
>
> When trying to access the site we get the following error  ?Too many
> redirect occurred trying to open http://mysite.com/rt/NoAuth/Login.html??
>
>
>
> Any ideas?
>
>
> Thanks in advance,
>
> --
>
> *Fran?ois MEEHAN*
> Technical Support | Support Technique
> *VuWall Technology, Inc.*
>
>
> *Tel:* +1 514-505-4436
> *Skype:* VuWall-Support
>
> ---------
> RT 4.4 and RTIR Training Sessions (
> http://bestpractical.com/services/training.html)
> * Hamburg Germany - March 14 & 15, 2016
> * Washington DC - May 23 & 24, 2016
>
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From cloos at netcologne.de  Thu Mar  3 02:50:13 2016
From: cloos at netcologne.de (Christian Loos)
Date: Thu, 3 Mar 2016 08:50:13 +0100
Subject: [rt-users] Running RT at /rt rather than / with Nginx
In-Reply-To: <CABKDuu4Moe3WmFks_tmvYUZhwT=L+K_8JYsXgXWzQzdS322Q_g@mail.gmail.com>
References: <CABKDuu4Moe3WmFks_tmvYUZhwT=L+K_8JYsXgXWzQzdS322Q_g@mail.gmail.com>
Message-ID: <56D7ECB5.3000005@netcologne.de>

Hi,

the docs says for $WebBaseURL "Usually you don't want to set these
options" [1].
Remove $WebBaseURL config and set $WebDomain to 'mysite.com' and
everything should be fine.
If you use SSL, remember to also set $WebPort to 443.

Chris

[1]
https://www.bestpractical.com/docs/rt/4.2/RT_Config.html#WebBaseURL-WebURL
[2] https://www.bestpractical.com/docs/rt/4.2/RT_Config.html#WebDomain

Am 29.02.2016 um 23:14 schrieb Fran?ois Meehan:
> Set($WebPath, "/rt");
> 
> Set($WebBaseURL, 'http://mysite.com');
> 



From cloos at netcologne.de  Thu Mar  3 02:55:43 2016
From: cloos at netcologne.de (Christian Loos)
Date: Thu, 3 Mar 2016 08:55:43 +0100
Subject: [rt-users] Issues After Upgrading to 4.4
In-Reply-To: <CAKwWHbsU33HZtOoAkiY-dnZEtLYoYzpLYmUd85LqtD4o0rkKsQ@mail.gmail.com>
References: <CAKwWHbsU33HZtOoAkiY-dnZEtLYoYzpLYmUd85LqtD4o0rkKsQ@mail.gmail.com>
Message-ID: <56D7EDFF.9070603@netcologne.de>

Hi,

if you use mod_perl, then the docs have the answer:
https://www.bestpractical.com/docs/rt/4.2/web_deployment.html#mod_perl-2.xx

Chris

Am 11.02.2016 um 18:45 schrieb Satyajeet Singh:
> Hi All,
> 
> After Upgrading to 4.4 I noticed that values for Custom DateTime Fields
> entered by non root users is being considered as UTC irrespective of
> what timezone has been set in RT_SIteConfig. For en example, with
> Asia/Dubai (UTC +4) as a time zone, when I select 6:00 PM and create the
> ticket, it gets displayed as 10:00PM. However there is no such issues
> when logged in as root.



From jeet.0733 at gmail.com  Thu Mar  3 06:28:49 2016
From: jeet.0733 at gmail.com (Satyajeet Singh)
Date: Thu, 3 Mar 2016 15:28:49 +0400
Subject: [rt-users] Issues After Upgrading to 4.4
In-Reply-To: <56D7EDFF.9070603@netcologne.de>
References: <CAKwWHbsU33HZtOoAkiY-dnZEtLYoYzpLYmUd85LqtD4o0rkKsQ@mail.gmail.com>
 <56D7EDFF.9070603@netcologne.de>
Message-ID: <CAKwWHbtgjDCNZPnA9oLeSJ3KQJ00nLG7z4z3CBU-RQ2pSRVW=A@mail.gmail.com>

HI Chris,

I already tried the solution given at this link but with no success, I also
think that this is not the same issue, because for root user it is working
fine but for others its assuming that the time entered in custom DateTime
field is in GMT, hence rt is converting it to +4:00 to match the actual
timezone.



--
Kind Regards,
Satyajeet Singh
Dubai: +971 551185369
India: +91 9911547664

On 3 March 2016 at 11:55, Christian Loos <cloos at netcologne.de> wrote:

> Hi,
>
> if you use mod_perl, then the docs have the answer:
> https://www.bestpractical.com/docs/rt/4.2/web_deployment.html#mod_perl-2.xx
>
> Chris
>
> Am 11.02.2016 um 18:45 schrieb Satyajeet Singh:
> > Hi All,
> >
> > After Upgrading to 4.4 I noticed that values for Custom DateTime Fields
> > entered by non root users is being considered as UTC irrespective of
> > what timezone has been set in RT_SIteConfig. For en example, with
> > Asia/Dubai (UTC +4) as a time zone, when I select 6:00 PM and create the
> > ticket, it gets displayed as 10:00PM. However there is no such issues
> > when logged in as root.
>
>
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From lhopki01 at gmail.com  Thu Mar  3 10:26:20 2016
From: lhopki01 at gmail.com (lhopki01)
Date: Thu, 3 Mar 2016 08:26:20 -0700 (MST)
Subject: [rt-users] Problems with RT::Authen::ExternalAuth::LDAP after
 upgrade to 4.4
In-Reply-To: <etPan.56bcdada.2e497d0.16249@ecaz.local>
References: <CAAzKtn97YOrs=mn9F9WKri3PC4x=JsH91v=Ob=Jcin5Nyf2JKg@mail.gmail.com>
 <etPan.56bb716a.341055fa.14625@ecaz.local>
 <CAA8_NKDudfa5m0tbWhEQO3xT1EbLY0R__mk=TYDJ8yQ2t6PqEw@mail.gmail.com>
 <etPan.56bcdada.2e497d0.16249@ecaz.local>
Message-ID: <1457018780812-61492.post@n7.nabble.com>

This solution works for me but I'm wondering if there's a better solution
than doing this for each installations?  I don't want to have to manually
edit a file every single time I need to init a database.



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Problems-with-RT-Authen-ExternalAuth-LDAP-after-upgrade-to-4-4-tp61327p61492.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From hammond at txcorp.com  Thu Mar  3 15:45:23 2016
From: hammond at txcorp.com (Anne M. Hammond)
Date: Thu, 3 Mar 2016 13:45:23 -0700
Subject: [rt-users] New Script
In-Reply-To: <247AE35D-29AF-444D-B13F-4B7589AAAF6E@txcorp.com>
References: <E77939F6-2BDC-4260-93D5-71BBF1E080C7@txcorp.com>
 <247AE35D-29AF-444D-B13F-4B7589AAAF6E@txcorp.com>
Message-ID: <18032F1D-F231-47BC-91F4-87A562173851@txcorp.com>

What is the Perl macro for the CURRENT Transaction 
Content?  

> {$Transaction->Content()}

seems to be the initial Ticket Content.  I only want
the Reply.  

Thanks,
Anne



From zzzz67 at hotmail.com  Thu Mar  3 17:27:53 2016
From: zzzz67 at hotmail.com (Travis Slusher)
Date: Thu, 3 Mar 2016 22:27:53 +0000
Subject: [rt-users] Best way to create custom on screen error
Message-ID: <CY1PR13MB01554251D8B39837B67578DECEBD0@CY1PR13MB0155.namprd13.prod.outlook.com>

I want to create a custom on-screen error for a field on ticket create, and cancel the ticket create until it is fixed.  How would I best do this, and which files would I need to modify?

From Stewart.Schwartz at ARS.USDA.GOV  Fri Mar  4 09:14:13 2016
From: Stewart.Schwartz at ARS.USDA.GOV (Schwartz, Stewart)
Date: Fri, 4 Mar 2016 14:14:13 +0000
Subject: [rt-users] Query Builder for Assets for RT
Message-ID: <fbf52787b1274d408883f8da2de0a4d2@CY1PR0203MB088.001f.mgd2.msft.net>

Is there a query Builder for Assets for RT or some sort of advanced function?






This electronic message contains information generated by the USDA solely for the intended recipients. Any unauthorized interception of this message or the use or disclosure of the information it contains may violate the law and subject the violator to civil or criminal penalties. If you believe you have received this message in error, please notify the sender and delete the email immediately.


From user1437 at QET.BE  Mon Mar  7 02:45:49 2016
From: user1437 at QET.BE (user1437 at QET.BE)
Date: Mon, 7 Mar 2016 07:45:49 +0000
Subject: [rt-users] "include page" field creates a full page on top of the
	rt page
Message-ID: <E00B48BC-1825-46AF-A523-C641D67DD577@qet.be>

Hi there,

Not long ago I got a lot of useful replies thanks for the replies with using the ?linked values to? field in the custom field config.
That works! thank you all for that.

But now I was experimenting with the include page.
When I use this it seems it loads the whole url (its a url of the RT instance with a query) on top of the RT page. menu is broken(double vision effect), and the ticketmenu(in the grey menubar changes into the search menu bar...)

Tried several syntaxes, but I can't seem to get it right...

this is the url I put in the "include page" field:

    https://RT.domain/Search/Results.html?Format=%27%3Cb%3E%3Ca%20href%3D%22__WebPath__%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0A%27%3Cb%3E%3Ca%20href%3D%22__WebPath__%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%0AStatus%2C%0AQueueName%2C%0AOwner%2C%0A%27__NEWLINE__%27&Order=ASC|ASC|ASC|ASC&OrderBy=id|||&Query=CF.{IP}%20%3D%20%27__CustomField__%27%20AND%20%28%20%20Queue%20%3D%20%27General%27%20OR%20Queue%20%3D%20%27Incident%20Reports%27%20OR%20Queue%20%3D%20%27Investigations%20-%20Forensics%27%20OR%20Queue%20%3D%20%27Investigations%20-%20Malware%27%20OR%20Queue%20%3D%20%27Investigations%20-%20Monitoring%27%20%29&RowsPerPage=50&SavedChartSearchId=new&SavedSearchId=new

any ideas someone?

U

From marko.cupac at mimar.rs  Mon Mar  7 03:25:52 2016
From: marko.cupac at mimar.rs (Marko =?UTF-8?B?Q3VwYcSH?=)
Date: Mon, 7 Mar 2016 09:25:52 +0100
Subject: [rt-users] retry if no database currently available
Message-ID: <20160307092552.3e2fc17e@efreet>

Hi,

I am using rt42-4.2.12 in FreeBSD jail (let's call it apache jail).
mysql56-server-5.6.27 is in another jail on the same host (let's call
it mysql jail). When host starts, apache jail is instructed to start
after mysql jail. However, it appears that mysql database in mysql jail
is not fully functional at the time of apache24's start in apache jail.
This results in the following error:

Mar  7 08:54:09 apache3 RT: [1799] Since your configuration exists
(/usr/local/etc/rt42/RT_SiteConfig.pm) but is not writable, I'm
refusing to do anything.

First thing that came to my mind was to introduce some kind of delay,
at either apache jail start, or apache24 server start. But then I found
a thread at freebsd-questions mailing list where a guy gives advice to
"...contact the author of the service that depends on MySQL, to more
gracefully start up: if the connection can't be made that it tries
again until it does (maybe with a max_retries setting). This is very
trivial stuff in daemons."

Is there such setting in rt42? Or should I ask maintainer of FreeBSD
port to include it in rc script?

Regards,
-- 
Before enlightenment - chop wood, draw water.
After  enlightenment - chop wood, draw water.

Marko Cupa?
https://www.mimar.rs/


From Stewart.Schwartz at ARS.USDA.GOV  Mon Mar  7 10:49:03 2016
From: Stewart.Schwartz at ARS.USDA.GOV (Schwartz, Stewart)
Date: Mon, 7 Mar 2016 15:49:03 +0000
Subject: [rt-users] Assets for RT Search on Owner
Message-ID: <bc8d7d96a4bf4dd8be690734cc63f754@CY1PR0203MB088.001f.mgd2.msft.net>

Does this work for anyone? I can't figure out why all my searches on Owner come back with "No assets matching search criteria found".




This electronic message contains information generated by the USDA solely for the intended recipients. Any unauthorized interception of this message or the use or disclosure of the information it contains may violate the law and subject the violator to civil or criminal penalties. If you believe you have received this message in error, please notify the sender and delete the email immediately.


From pvz at itassistans.se  Mon Mar  7 08:35:23 2016
From: pvz at itassistans.se (Per von Zweigbergk)
Date: Mon, 7 Mar 2016 13:35:23 +0000
Subject: [rt-users] Autoresponse on create with SLA Due date
Message-ID: <VI1PR02MB1088224C5A7C01A05D61E854D0B10@VI1PR02MB1088.eurprd02.prod.outlook.com>

I've been trying to do an autoresponse on create with SLA Due date inside the message with RT 4.4. It almost works for me. The template I'm using is at the bottom of the email.

When manually triggering the template using rt-crontool on an existing ticket, it works fine. The problem is - that because the SLA is actually set *after* the ticket has been created, the Due date will be 0 (Jan 1 1970) which means it doesn't actually work. I get Thursday at 01.00 AM localtime which corresponds just fine to 1 Jan 1970 00.00 UTC.

I'm using the scrips pretty much out of the box right now, except I've tried re-ordering the scrip "On Create Autoreply To Requestors" by prepending "ZZ" to the description as in http://requesttracker.wikia.com/wiki/ScripExecOrder but this does not seem to have actually helped.

Irrespective of that, when looking at the history this is what I get:


-          Ticket Created

-          Outgoing email Recorded (from the autoresponse)

-          Start date set (using SLA)

-          Due date set (using SLA)

Any idea what I might try in order to have the Due Date set at the time of generating the autoresponse?

-----

This is the template I'm using:


Subject: AutoReply: {$Ticket->Subject}
Content-Type: text/html

(blah blah)

<p>V?r m?ls?ttning ?r att svara p? alla ?renden inom fyra arbetstimmar.
F?rv?nta dig allts? ett svar senast p? <b>{
my $tz = "Europe/Stockholm";
my ($sec,$min,$hour,$mday,$mon,$year,$wday,$ydaym,$isdst,$offset) = $Ticket->DueObj()->Localtime("utc");
$mon++;

my $dt = DateTime::->new(
    locale => "sv_SE",
    time_zone => "UTC",
    year => $year,
    month => $mon,
    day => $mday,
    hour => $hour,
    minute => $min,
    second => $sec,
    nanosecond => 0,
);
$dt->set_time_zone("Europe/Stockholm");

$dt->format_cldr("cccc 'kl.' k.mm");
}</b>.

(blah blah)

{$Transaction->Content(Type => 'text/html')}
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From jannae at nyu.edu  Mon Mar  7 16:08:06 2016
From: jannae at nyu.edu (Jannae Jacks)
Date: Mon, 7 Mar 2016 16:08:06 -0500
Subject: [rt-users] Emails from "RT System Itself" come through as "unknown"
Message-ID: <CAHYk17ENaHrea3_3RFHTqFeuce=6iKd0XtZQBYQZG+60hnCo_g@mail.gmail.com>

Hi all,

I'm trying to figure out how to make auto-generated emails appear less
creepy to our constituents.

As of now, they are sent looking as if they are coming from some sort of
ghost with no name or email address. Gmail shows them as (unknown) via
nyu.edu.

If I drill into the headers, I can see:

Sender: Apache <apache at our.rtserver.edu>
....
From: "The RT System itself" <>

I have tried assigning our default email address to the RT_System user, but
even as super user it says I am not allowed to modify.

Any ideas? We'd like to start cutting automatic tickets, but our users will
likely not appreciate emails coming in looking like this.

Thanks so much!

-- 
Jannae Jacks
Senior Network Security Analyst, Technology Security Services
New York University, Information Technology
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From Dion.Gullotta at faredge.com.au  Mon Mar  7 18:57:10 2016
From: Dion.Gullotta at faredge.com.au (Dion Gullotta)
Date: Tue, 8 Mar 2016 10:57:10 +1100
Subject: [rt-users] Populate articles with data from a ticket (variables)?
Message-ID: <CCD0821AE781994EB8BAB510676B5EF503289B8F3942@ZEUS.faredge.local>

Hi,

Is there any way to populate an article with selected data from a ticket? For example an article that says ?Dear, <customername>? can you have a variable in there that pulls the Requestor Displayed Name or similar from the ticket when you insert the article?

It doesn?t look like this is possible but I?m just checking.

Cheers,
Dion
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From bdk907 at gmail.com  Mon Mar  7 23:44:43 2016
From: bdk907 at gmail.com (Sean)
Date: Mon, 7 Mar 2016 19:44:43 -0900
Subject: [rt-users] Migrating/Upgrading from RT2 -> RT4,
 getting errors installing RT3 'make initialize-database'
Message-ID: <CAOLitW6E28UkJON2oh35cz6kHP269d8GXCVzMU4uTNh-16DQiA@mail.gmail.com>

I?m in the process of migrating from RT2 to the latest RT4. In reading the
archives and various posts I?ve been able to figure out that I need to dump
the RT2 database which was successful (via RT-Extension-RT2toRT3). I?m
assuming the next step in the process is to install RT3 to reimport the
dump data to it and then upgrade to RT4.


   1.

   Is it important that I upgrade to 3.0.0 or does any 3.0.x or 3.x.x
   version work for this part of the process?
   2.

   Is there is a better way to go about upgrading from RT2 to RT4?


Dev System details:

OS: Debian 8 (VMWare Wks guest)

MySQL: 5.5

In trying to install RT3 (3.0.0) I keep running into errors during the
?make initialize-database? phase. I don?t think that it?s a database issue
yet, it seems that Perl is having issues with the scripts and/or something
I?m missing on my system.

All Perl deps are met:

root at rt3:/home/bdk/rt-3-0-0# make testdeps | grep -i missing

root at rt3:/home/bdk/rt-3-0-0#

Configure options:

root at rt3:/home/bdk/rt-3-0-0# ./configure --prefix=/srv/rt3
--with-web-user=www-data --with-web-group=www-data --with-rt-group=www-data
--with-db-rt-user=rt3 --with-db-rt-pass=rt3

I get 2 errors that I don?t think will amount to much:

cp -rp ./local/html/* //srv/rt3/local/html

cp: cannot stat ?./local/html/*?: No such file or directory

Makefile:398: recipe for target 'local-install' failed

make: [local-install] Error 1 (ignored)

cp -rp ./local/po/* //srv/rt3/local/po

cp: cannot stat ?./local/po/*?: No such file or directory

Makefile:398: recipe for target 'local-install' failed

make: [local-install] Error 1 (ignored)

The rest of the install goes good:

Congratulations. RT has been installed.


You must now configure RT by editing /srv/rt3/etc/RT_SiteConfig.pm.

(You will definitely need to set RT's database password before continuing.

Not doing so could be very dangerous)

After that, you need to initialize RT's database by running

'make initialize-database'


I checked /srv/rt3/etc/RT_Config.pm and the correct database name, user &
password are set there via my earlier config. The next step is where I get
hung up:

root at rt3:/home/bdk/rt-3-0-0# make initialize-database

/usr/bin/perl //srv/rt3/sbin/rt-setup-database --action init --dba root
--prompt-for-dba-password

Useless use of greediness modifier '?' in regex; marked by <-- HERE in
m/^(\d{4}? <-- HERE )(\d\d)(\d\d)(\d\d)(\d\d)(\d\d)$/ at
/srv/rt3/lib/RT/Date.pm line 127.

Useless use of greediness modifier '?' in regex; marked by <-- HERE in
m/^(\d{4}? <-- HERE )-(\d\d)-(\d\d) (\d\d):(\d\d):(\d\d)$/ at
/srv/rt3/lib/RT/Date.pm line 129.

Useless use of greediness modifier '?' in regex; marked by <-- HERE in
m/^(\d{4}? <-- HERE )-(\d\d)-(\d\d) (\d\d):(\d\d):(\d\d)\+00$/ at
/srv/rt3/lib/RT/Date.pm line 131.

Useless use of greediness modifier '?' in regex; marked by <-- HERE in
m/^(\d{4}? <-- HERE )(\d\d)(\d\d)(\d\d):(\d\d):(\d\d)$/ at
/srv/rt3/lib/RT/Date.pm line 132.

"my" variable $attr masks earlier declaration in same statement at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 476.

"my" variable %params masks earlier declaration in same statement at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 476.

"my" variable $attr masks earlier declaration in same statement at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 476.

"my" variable %params masks earlier declaration in same statement at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 476.

"my" variable $attr masks earlier declaration in same statement at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 476.

"my" variable %params masks earlier declaration in same statement at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 480.

Variable "$QueueObj" is not imported at /srv/rt3/lib/RT/Ticket_Overlay.pm
line 586.

(Did you mean &QueueObj instead?)

Variable "$QueueObj" is not imported at /srv/rt3/lib/RT/Ticket_Overlay.pm
line 589.

(Did you mean &QueueObj instead?)

Variable "$QueueObj" is not imported at /srv/rt3/lib/RT/Ticket_Overlay.pm
line 607.

(Did you mean &QueueObj instead?)

syntax error at /srv/rt3/lib/RT/Ticket_Overlay.pm line 470, near "$attr
qw(id Creator Created LastUpdated LastUpdatedBy)"

Global symbol "$attr" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 471.

Global symbol "%args" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 471.

Global symbol "$attr" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 471.

Global symbol "%args" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 471.

Global symbol "$attr" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 471.

Global symbol "$self" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 482.

Global symbol "$id" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 482.

Global symbol "$Owner" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 502.

Global symbol "%args" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 508.

Global symbol "%args" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 510.

Global symbol "%args" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 510.

Global symbol "%args" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 510.

Global symbol "@non_fatal_errors" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 535.

Global symbol "%args" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 544.

Global symbol "%args" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 546.

Global symbol "%args" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 546.

Global symbol "%args" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 546.

Global symbol "@non_fatal_errors" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 554.

Global symbol "%args" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 562.

Global symbol "%args" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 566.

Global symbol "%args" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 566.

Global symbol "%args" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 566.

Global symbol "%args" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 576.

Global symbol "%args" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 581.

Global symbol "$ErrStr" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 586.

Global symbol "$QueueObj" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 586.

Global symbol "$ErrStr" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 587.

Global symbol "$ErrStr" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 587.

Global symbol "@non_fatal_errors" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 587.

Global symbol "$QueueObj" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 589.

Global symbol "$ErrStr" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 595.

Global symbol "$ErrStr" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 600.

Global symbol "$ErrStr" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 607.

Global symbol "$QueueObj" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 607.

Global symbol "$ErrStr" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 608.

Global symbol "$ErrStr" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 608.

Global symbol "@non_fatal_errors" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 608.

Global symbol "$ErrStr" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 609.

syntax error at /srv/rt3/lib/RT/Ticket_Overlay.pm line 612, near "}"

/srv/rt3/lib/RT/Ticket_Overlay.pm has too many errors.

Compilation failed in require at (eval 105) line 2.

Compilation failed in require at /srv/rt3/lib/RT/TicketCustomFieldValue.pm
line 49.

BEGIN failed--compilation aborted at
/srv/rt3/lib/RT/TicketCustomFieldValue.pm line 49.

Compilation failed in require at /srv/rt3/lib/RT/TicketCustomFieldValues.pm
line 51.

BEGIN failed--compilation aborted at
/srv/rt3/lib/RT/TicketCustomFieldValues.pm line 51.

Compilation failed in require at /srv/rt3/lib/RT/CustomField_Overlay.pm
line 30.

BEGIN failed--compilation aborted at /srv/rt3/lib/RT/CustomField_Overlay.pm
line 30.

Compilation failed in require at (eval 100) line 2.

Compilation failed in require at //srv/rt3/sbin/rt-setup-database line 47.

BEGIN failed--compilation aborted at //srv/rt3/sbin/rt-setup-database line
47.

Makefile:336: recipe for target 'initialize-database' failed

make: *** [initialize-database] Error 2

root at rt3:/home/bdk/rt-3-0-0#



I?ve tried to install RT 3.0.0, 3.6.11 & 3.8.0 and the database
initialization fails every time, though with different messages.

3.6.11:

/usr/bin/perl //srv/rt3/sbin/rt-setup-database --action init --dba root
--prompt-for-dba-password

Useless use of greediness modifier '?' in regex; marked by <-- HERE in
m/^(\d{4}? <-- HERE )(\d\d)(\d\d)(\d\d)(\d\d)(\d\d)$/ at
/srv/rt3/lib/RT/Date.pm line 152.

Useless use of greediness modifier '?' in regex; marked by <-- HERE in
m/^(\d{4}? <-- HERE )-(\d\d)-(\d\d) (\d\d):(\d\d):(\d\d)$/ at
/srv/rt3/lib/RT/Date.pm line 154.

Useless use of greediness modifier '?' in regex; marked by <-- HERE in
m/^(\d{4}? <-- HERE )-(\d\d)-(\d\d) (\d\d):(\d\d):(\d\d)\+00$/ at
/srv/rt3/lib/RT/Date.pm line 156.

Useless use of greediness modifier '?' in regex; marked by <-- HERE in
m/^(\d{4}? <-- HERE )(\d\d)(\d\d)(\d\d):(\d\d):(\d\d)$/ at
/srv/rt3/lib/RT/Date.pm line 157.

"my" variable $self masks earlier declaration in same statement at
/srv/rt3/lib/RT/Transaction_Overlay.pm line 156.

"my" variable $id masks earlier declaration in same statement at
/srv/rt3/lib/RT/Transaction_Overlay.pm line 156.

syntax error at /srv/rt3/lib/RT/Transaction_Overlay.pm line 151, near
"$attr qw(id Creator Created LastUpdated TimeTaken LastUpdatedBy)"

Global symbol "$attr" requires explicit package name at
/srv/rt3/lib/RT/Transaction_Overlay.pm line 152.

Global symbol "%args" requires explicit package name at
/srv/rt3/lib/RT/Transaction_Overlay.pm line 152.

Global symbol "$attr" requires explicit package name at
/srv/rt3/lib/RT/Transaction_Overlay.pm line 152.

Global symbol "%args" requires explicit package name at
/srv/rt3/lib/RT/Transaction_Overlay.pm line 152.

Global symbol "$attr" requires explicit package name at
/srv/rt3/lib/RT/Transaction_Overlay.pm line 152.

Global symbol "%args" requires explicit package name at
/srv/rt3/lib/RT/Transaction_Overlay.pm line 168.

Global symbol "%args" requires explicit package name at
/srv/rt3/lib/RT/Transaction_Overlay.pm line 168.

Global symbol "%args" requires explicit package name at
/srv/rt3/lib/RT/Transaction_Overlay.pm line 175.

Global symbol "%args" requires explicit package name at
/srv/rt3/lib/RT/Transaction_Overlay.pm line 176.

Global symbol "%args" requires explicit package name at
/srv/rt3/lib/RT/Transaction_Overlay.pm line 179.

syntax error at /srv/rt3/lib/RT/Transaction_Overlay.pm line 186, near "}"

/srv/rt3/lib/RT/Transaction_Overlay.pm has too many errors.

Compilation failed in require at (eval 126) line 2.

Compilation failed in require at /srv/rt3/lib/RT/Transactions.pm line 75.

BEGIN failed--compilation aborted at /srv/rt3/lib/RT/Transactions.pm line
75.

Compilation failed in require at /srv/rt3/lib/RT/Record.pm line 1512.

BEGIN failed--compilation aborted at /srv/rt3/lib/RT/Record.pm line 1512.

Compilation failed in require at /srv/rt3/lib/RT/CurrentUser.pm line 74.

BEGIN failed--compilation aborted at /srv/rt3/lib/RT/CurrentUser.pm line 74.

Compilation failed in require at /srv/rt3/lib/RT.pm line 51.

BEGIN failed--compilation aborted at /srv/rt3/lib/RT.pm line 51.

Compilation failed in require at //srv/rt3/sbin/rt-setup-database line 60.

BEGIN failed--compilation aborted at //srv/rt3/sbin/rt-setup-database line
60.

Makefile:376: recipe for target 'initialize-database' failed

make: *** [initialize-database] Error 255


3.8.0:

/usr/bin/perl sbin/rt-setup-database --action init --dba root
--prompt-for-dba-password

syntax error at /home/bdk/rt-3.8.0/sbin/../lib/RT/Transaction_Overlay.pm
line 147, near "$attr qw(id Creator Created LastUpdated TimeTaken
LastUpdatedBy)"

Global symbol "$attr" requires explicit package name at
/home/bdk/rt-3.8.0/sbin/../lib/RT/Transaction_Overlay.pm line 148.

Global symbol "%args" requires explicit package name at
/home/bdk/rt-3.8.0/sbin/../lib/RT/Transaction_Overlay.pm line 148.

Global symbol "$attr" requires explicit package name at
/home/bdk/rt-3.8.0/sbin/../lib/RT/Transaction_Overlay.pm line 148.

Global symbol "%args" requires explicit package name at
/home/bdk/rt-3.8.0/sbin/../lib/RT/Transaction_Overlay.pm line 148.

Global symbol "$attr" requires explicit package name at
/home/bdk/rt-3.8.0/sbin/../lib/RT/Transaction_Overlay.pm line 148.

Global symbol "%args" requires explicit package name at
/home/bdk/rt-3.8.0/sbin/../lib/RT/Transaction_Overlay.pm line 164.

Global symbol "%args" requires explicit package name at
/home/bdk/rt-3.8.0/sbin/../lib/RT/Transaction_Overlay.pm line 164.

Global symbol "%args" requires explicit package name at
/home/bdk/rt-3.8.0/sbin/../lib/RT/Transaction_Overlay.pm line 171.

Global symbol "%args" requires explicit package name at
/home/bdk/rt-3.8.0/sbin/../lib/RT/Transaction_Overlay.pm line 172.

Global symbol "%args" requires explicit package name at
/home/bdk/rt-3.8.0/sbin/../lib/RT/Transaction_Overlay.pm line 175.

syntax error at /home/bdk/rt-3.8.0/sbin/../lib/RT/Transaction_Overlay.pm
line 182, near "}"

/home/bdk/rt-3.8.0/sbin/../lib/RT/Transaction_Overlay.pm has too many
errors.

Compilation failed in require at (eval 154) line 2.

Compilation failed in require at
/home/bdk/rt-3.8.0/sbin/../lib/RT/Transactions.pm line 76.

BEGIN failed--compilation aborted at
/home/bdk/rt-3.8.0/sbin/../lib/RT/Transactions.pm line 76.

Compilation failed in require at
/home/bdk/rt-3.8.0/sbin/../lib/RT/Record.pm line 1465.

BEGIN failed--compilation aborted at
/home/bdk/rt-3.8.0/sbin/../lib/RT/Record.pm line 1465.

Compilation failed in require at
/home/bdk/rt-3.8.0/sbin/../lib/RT/Ticket.pm line 72.

BEGIN failed--compilation aborted at
/home/bdk/rt-3.8.0/sbin/../lib/RT/Ticket.pm line 72.

Compilation failed in require at
/home/bdk/rt-3.8.0/sbin/../lib/RT/Tickets.pm line 76.

BEGIN failed--compilation aborted at
/home/bdk/rt-3.8.0/sbin/../lib/RT/Tickets.pm line 76.

Compilation failed in require at /home/bdk/rt-3.8.0/sbin/../lib/RT.pm line
422.

BEGIN failed--compilation aborted at sbin/rt-setup-database line 86.

Makefile:386: recipe for target 'initialize-database' failed

make: *** [initialize-database] Error 255

root at rt3:/home/bdk/rt-3.8.0#

Thanks for any and all insight you can give me to fixing my issue(s).

-bdk
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From lolo at troll.free.org  Tue Mar  8 11:44:48 2016
From: lolo at troll.free.org (Laurent Frigault)
Date: Tue, 8 Mar 2016 17:44:48 +0100
Subject: [rt-users] rt root account corrupted by rt-setup-database upgrade ?
Message-ID: <20160308164448.GA69740@troll.free.org>

Hi,

After tring to migrate an old RT 3.6.5 to 4.2.12 (cf thread "Migrating
RT 3.6.5 to RT 4.2.12") , the RT root account lost its admin privilges

How can I restore its privileges in RT 4.2.12 ?

Is there any scripts or SQL statements (we are running mysql)  to
fix/recreate the RT root accounts privileges (the password is fine) ?

Regards,

-- 
Laurent Frigault | Free.org


From jannae at nyu.edu  Tue Mar  8 15:46:44 2016
From: jannae at nyu.edu (Jannae Jacks)
Date: Tue, 8 Mar 2016 15:46:44 -0500
Subject: [rt-users] Emails from "RT System Itself" come through as
	"unknown"
In-Reply-To: <006301d17942$5d82a320$1887e960$@tbstaxservices.com>
References: <CAHYk17ENaHrea3_3RFHTqFeuce=6iKd0XtZQBYQZG+60hnCo_g@mail.gmail.com>
 <006301d17942$5d82a320$1887e960$@tbstaxservices.com>
Message-ID: <CAHYk17E7GJUW14a_Evcr7Wuu_ocAyHnYx3U4u_JhGukFQ8zpqA@mail.gmail.com>

Actually, I think I've gotten to the bottom of it. The Transaction Template
has this line:

From: "{$Transaction->CreatorObj->RealName}"
<{$Transaction->CreatorObj->EmailAddress}>

So when a ticket is cut by the RT_System user, it's populating with the
empty email field, because the RT_System user does not have an email
address.

I am not sure if this is the default Transaction template, or if someone
from our team in years past has modified this. Does anyone know? Or, have
you encountered this problem before? i can probably whip up a simple IF
statement to resolve this, but I was just curious if there was a better way.

Thanks for all your help thus far!


On Tue, Mar 8, 2016 at 8:56 AM, Marcelo Calado | TBS TAX Services <
mcalado at tbstaxservices.com> wrote:

> Hi Jannae,
>
>
>
> Did you fill up on your queue the fields:  ?replay address? and ?comment
> address? ????
>
>
>
> Fill up with a valid email!
>
>
>
> Marcelo.
>
>
>
> *From:* rt-users [mailto:rt-users-bounces at lists.bestpractical.com] *On
> Behalf Of *Jannae Jacks
> *Sent:* Monday, March 07, 2016 4:08 PM
> *To:* rt-users at lists.bestpractical.com
> *Subject:* [rt-users] Emails from "RT System Itself" come through as
> "unknown"
>
>
>
> Hi all,
>
>
>
> I'm trying to figure out how to make auto-generated emails appear less
> creepy to our constituents.
>
>
>
> As of now, they are sent looking as if they are coming from some sort of
> ghost with no name or email address. Gmail shows them as (uenknown) via
> nyu.edu.
>
>
>
> If I drill into the headers, I can see:
>
>
>
> Sender: Apache <apache at our.rtserver.edu>
> ....
> From: "The RT System itself" <>
>
> I have tried assigning our default email address to the RT_System user,
> but even as super user it says I am not allowed to modify.
>
>
>
> Any ideas? We'd like to start cutting automatic tickets, but our users
> will likely not appreciate emails coming in looking like this.
>
>
>
> Thanks so much!
>
>
>
> --
>
> Jannae Jacks
> Senior Network Security Analyst, Technology Security Services
> New York University, Information Technology
>



-- 
Jannae Jacks
Senior Network Security Analyst, Technology Security Services
New York University, Information Technology
726 Broadway, 2nd Floor, New York, NY 10003
http://www.nyu.edu

p: (212) 992.7444 | m: (901) 229.3225
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From vegard.vesterheim at uninett.no  Wed Mar  9 03:00:00 2016
From: vegard.vesterheim at uninett.no (Vegard Vesterheim)
Date: Wed, 09 Mar 2016 09:00:00 +0100
Subject: [rt-users] Making original email a true attachment in AdminCC
	notifications
In-Reply-To: <20110614192256.GU912@jibsheet.com> (Kevin Falcone's message of
 "Tue, 14 Jun 2011 15:22:56 -0400")
References: <089501cc2ab8$38540040$a8fc00c0$@ghs.com>
 <20110614192256.GU912@jibsheet.com>
Message-ID: <1ssi00nksf.fsf@voll2.uninett.no>

On Tue, 14 Jun 2011 15:22:56 -0400 Kevin Falcone <falcone at bestpractical.com> wrote:

> On Tue, Jun 14, 2011 at 01:26:38PM -0400, Paul Fincher wrote:
>>        I have been looking into changing the notification emails that are delivered to AdminCcs
>>    when a ticket is created to have the original email from the requestor be a true
>>    message/rfc822 attachment instead of the original content inlined in the AdminCc email.  It
>>    doesn't appear you can do this directly in the template but instead It appears it requires a
>>    change to the action code.  Has anyone done anything like this? Am I barking up the wrong
>>    tree? I am using RT 3.8.9.
>
> You'd need to steal from some of the forwarding code and write a custom
> action to make it message/rfc822. Doing it inline in the template
> doesn't work.

I searched the RT-users archive for the wording "original email" and
found this old thread.

We would like to do something similar now: attach the original email (in
its entirety, attachments and all) to an outgoing message in
RT. Creating a 'message/rfc822' attachments seems like a natural choice.

When a ticket changes queue, we notify the new adminCCs via a
scrip/template. It would be useful to have the original mail attached to
this outgoing message. We would like to do the same when a ticket
changes owner. The rationale for doing this, is to be able to respond to
the ticket directly via email, without having to visit the RT web-gui.

We have done something similar in another context earlier. We archive
all emails into individual files (via procmail) *before* being piped
into RT. Using the Message-ID as identifiers, we can retrieve the exact
copy of the original email message. We use this as a simple way to
"forward" the original email to external parties from our RT
installation. We implemented this as a "dummy queue" with a
corresponding scrip. For tickets moved into this queue, we simply
retrieve the original email from the archive (grep'ing for the
message-id), and resend it to the external party. 

This same solution can be used in our new use-case, but I was wondering
if this could be accomplished inside RT, and if so, if somebody else has
done this before.

-- 
- Vegard V -


From user1437 at QET.BE  Wed Mar  9 04:50:42 2016
From: user1437 at QET.BE (user1437 at QET.BE)
Date: Wed, 9 Mar 2016 09:50:42 +0000
Subject: [rt-users] adding an icon of some sort to a list of tickets when
 ticket gets updated
Message-ID: <2EAD2D5F-6628-459D-97CF-B9C42350B292@qet.be>

Hi all,

Does anyone has experience in adding some sort of indication to the query view of own tickets or just a list of tickets when a ticket has been changed.
Like for example if I have a list op open tickets and someone comments on the ticket is it possible that I can put some indication in the ticket row of the search view so it attracts my attention?
I know you can see the last updated field in the tickets list view, but we would like some other indication in the dashboard?

kind regards.

U
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From kristian.davies at gmail.com  Wed Mar  9 07:09:23 2016
From: kristian.davies at gmail.com (Kristian Davies)
Date: Wed, 9 Mar 2016 12:09:23 +0000
Subject: [rt-users] Top menu Aileron theme disappear when using custom
	theme
In-Reply-To: <DCC97CEA-FFF9-4519-9A36-8BA2EB5FC7FD@mobiquithings.com>
References: <BE926522-E5D6-4828-ABBB-7C04CCD808F7@mobiquithings.com>
 <E4D2CB40-A17E-4426-A4A7-2D2F7E52A3B3@mobiquithings.com>
 <DCC97CEA-FFF9-4519-9A36-8BA2EB5FC7FD@mobiquithings.com>
Message-ID: <CAAGfX-hi3bRxA8jzhEEr+2-3TrVYvPSmADqpd3RN8taxgCGaFA@mail.gmail.com>

I have this issue as well, doesn't appear to matter which theme i make
custom either.

Is there additional requirements than what's in the documentation in
order to get custom themes to work?

-Kristian

On Mon, Jun 9, 2014 at 2:46 PM, Aur?lien Lafranchise
<aurelien.lafranchise at mobiquithings.com> wrote:
> Hello,
>
> I tried by starting a fresh install and still the same problem.
>
> I do not understand at all ;-)
>
> AL
> --
> RT Training - Boston, September 9-10
> http://bestpractical.com/training


From mzagrabe at d.umn.edu  Wed Mar  9 11:14:30 2016
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Wed, 9 Mar 2016 10:14:30 -0600
Subject: [rt-users] adding an icon of some sort to a list of tickets
 when ticket gets updated
In-Reply-To: <2EAD2D5F-6628-459D-97CF-B9C42350B292@qet.be>
References: <2EAD2D5F-6628-459D-97CF-B9C42350B292@qet.be>
Message-ID: <CAOLfK3WMZwjg-MW9k6CaqYQEnYFVR=kxFofQ9oKyj4oTem7VEg@mail.gmail.com>

On Wed, Mar 9, 2016 at 3:50 AM,  <user1437 at qet.be> wrote:
> Hi all,
>
> Does anyone has experience in adding some sort of indication to the query view of own tickets or just a list of tickets when a ticket has been changed.

You could sort by "LastUpdated". The most recently updated tickets
would bubble to the top.

> Like for example if I have a list op open tickets and someone comments on the ticket is it possible that I can put some indication in the ticket row of the search view so it attracts my attention?

You could write a scrip to update the status when the ticket is
commented on (or corresponded on). You could add extra qualifiers on
the condition too, like corresponded by the requestor.

Then hack the column map to add CSS style for the statuses you are
interested in.

-m


From waltervalenti at yahoo.it  Wed Mar  9 10:45:50 2016
From: waltervalenti at yahoo.it (walter)
Date: Wed, 9 Mar 2016 08:45:50 -0700 (MST)
Subject: [rt-users] Problem with separation of Tickets
Message-ID: <1457538350413-61515.post@n7.nabble.com>

Hi,
I've got a problem with the separation of tickets by Requestor.
I want that only the Requestor and relative Group, can view a Ticket.

I've tried granting "Show Ticket" on permission of Requestor on a Queue,
but the user can view all Tickets.

Any ideas?

Thanks
Valenti Walter





--
View this message in context: http://requesttracker.8502.n7.nabble.com/Problem-with-separation-of-Tickets-tp61515.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From vegard.vesterheim at uninett.no  Thu Mar 10 08:36:12 2016
From: vegard.vesterheim at uninett.no (Vegard Vesterheim)
Date: Thu, 10 Mar 2016 14:36:12 +0100
Subject: [rt-users] Alternative GUIs for RT?
Message-ID: <1s60wu4fqr.fsf@voll2.uninett.no>

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. Maybe
one could even add a user preference for default ticket display page.

BTW, I am aware of the Jumbo option, and I also know that the latest
version (4.4) can suppress display of unused fields. The mobile UI is
also a possible solution to the complexity concern.

My questions to the list, however, are of a more general nature:

  Has anyone considered/implemented/used any alternative GUIs for
  manipulating RT tickets?

-- 
- Vegard V -


From jbrandt at bestpractical.com  Thu Mar 10 10:08:14 2016
From: jbrandt at bestpractical.com (Jim Brandt)
Date: Thu, 10 Mar 2016 10:08:14 -0500
Subject: [rt-users] Top menu Aileron theme disappear when using custom
 theme
In-Reply-To: <CAAGfX-hi3bRxA8jzhEEr+2-3TrVYvPSmADqpd3RN8taxgCGaFA@mail.gmail.com>
References: <BE926522-E5D6-4828-ABBB-7C04CCD808F7@mobiquithings.com>
 <E4D2CB40-A17E-4426-A4A7-2D2F7E52A3B3@mobiquithings.com>
 <DCC97CEA-FFF9-4519-9A36-8BA2EB5FC7FD@mobiquithings.com>
 <CAAGfX-hi3bRxA8jzhEEr+2-3TrVYvPSmADqpd3RN8taxgCGaFA@mail.gmail.com>
Message-ID: <56E18DDE.2070708@bestpractical.com>

Hi AL and Kristian,

There are a couple more files you need. Try:

$ mkdir -p local/html/NoAuth/css/localstyle
$ cp -R share/html/NoAuth/css/rudder/* local/html/NoAuth/css/localstyle/

I'll create a ticket to update the docs.

Jim

On 3/9/16 7:09 AM, Kristian Davies wrote:
> I have this issue as well, doesn't appear to matter which theme i make
> custom either.
>
> Is there additional requirements than what's in the documentation in
> order to get custom themes to work?
>
> -Kristian
>
> On Mon, Jun 9, 2014 at 2:46 PM, Aur?lien Lafranchise
> <aurelien.lafranchise at mobiquithings.com> wrote:
>> Hello,
>>
>> I tried by starting a fresh install and still the same problem.
>>
>> I do not understand at all ;-)
>>
>> AL
>> --
>> RT Training - Boston, September 9-10
>> http://bestpractical.com/training
> ---------
> RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html)
> * Hamburg Germany - March 14 & 15, 2016
> * Washington DC - May 23 & 24, 2016



From kristian.davies at gmail.com  Thu Mar 10 10:11:54 2016
From: kristian.davies at gmail.com (Kristian Davies)
Date: Thu, 10 Mar 2016 15:11:54 +0000
Subject: [rt-users] Top menu Aileron theme disappear when using custom
	theme
In-Reply-To: <56E18DDE.2070708@bestpractical.com>
References: <BE926522-E5D6-4828-ABBB-7C04CCD808F7@mobiquithings.com>
 <E4D2CB40-A17E-4426-A4A7-2D2F7E52A3B3@mobiquithings.com>
 <DCC97CEA-FFF9-4519-9A36-8BA2EB5FC7FD@mobiquithings.com>
 <CAAGfX-hi3bRxA8jzhEEr+2-3TrVYvPSmADqpd3RN8taxgCGaFA@mail.gmail.com>
 <56E18DDE.2070708@bestpractical.com>
Message-ID: <CAAGfX-hTPNW11s9mAjJcDnDCnQP=ASM2zKg2AQvTy=UW03q_ow@mail.gmail.com>

That is indeed the solution.

Cheers!

On Thu, Mar 10, 2016 at 3:08 PM, Jim Brandt <jbrandt at bestpractical.com> wrote:
> Hi AL and Kristian,
>
> There are a couple more files you need. Try:
>
> $ mkdir -p local/html/NoAuth/css/localstyle
> $ cp -R share/html/NoAuth/css/rudder/* local/html/NoAuth/css/localstyle/
>
> I'll create a ticket to update the docs.
>
> Jim
>
>
> On 3/9/16 7:09 AM, Kristian Davies wrote:
>>
>> I have this issue as well, doesn't appear to matter which theme i make
>> custom either.
>>
>> Is there additional requirements than what's in the documentation in
>> order to get custom themes to work?
>>
>> -Kristian
>>
>> On Mon, Jun 9, 2014 at 2:46 PM, Aur?lien Lafranchise
>> <aurelien.lafranchise at mobiquithings.com> wrote:
>>>
>>> Hello,
>>>
>>> I tried by starting a fresh install and still the same problem.
>>>
>>> I do not understand at all ;-)
>>>
>>> AL
>>> --
>>> RT Training - Boston, September 9-10
>>> http://bestpractical.com/training
>>
>> ---------
>> RT 4.4 and RTIR Training Sessions
>> (http://bestpractical.com/services/training.html)
>> * Hamburg Germany - March 14 & 15, 2016
>> * Washington DC - May 23 & 24, 2016
>
>
> ---------
> RT 4.4 and RTIR Training Sessions
> (http://bestpractical.com/services/training.html)
> * Hamburg Germany - March 14 & 15, 2016
> * Washington DC - May 23 & 24, 2016


From Chanel.Wheeler at yavapai.us  Thu Mar 10 17:09:17 2016
From: Chanel.Wheeler at yavapai.us (Chanel Wheeler)
Date: Thu, 10 Mar 2016 22:09:17 +0000
Subject: [rt-users] Attachments don't reach database for one user
Message-ID: <d9f2ee63c1564138bcc4b0b2a74d810e@NTEXCHMBX.yavco.net>

Hi all,

I have one user that has used RT for a while with no problems. Recently, her attachments to web tickets ceased coming through. I've watched her add  attachments and they appear to upload successfully but there's no trace of them in the Attachments table. We tried multiple browsers and the same thing happened on each. I logged in as her on my computer and still the problem happened. Another person logged in to RT on her computer and successfully attached items. So it's something to do with her account. I've taken a look at her user record in the db and I don't see anything amiss.

Any ideas on what I might try?

We're running RT 4.4 and use LDAP for authentication.

Thanks!
chanel
--
Chanel Wheeler
Programmer/Analyst
Yavapai Library Network
1120 Commerce Dr.
Prescott, AZ  86305

Phone: (928) 442-5741
chanel.wheeler at yavapai.us<mailto:chanel.wheeler at yavapai.us>
Open a help desk ticket<mailto:help at yln.info>

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From wajdi.othmaniyah at gmail.com  Fri Mar 11 08:30:08 2016
From: wajdi.othmaniyah at gmail.com (wajdi)
Date: Fri, 11 Mar 2016 14:30:08 +0100
Subject: [rt-users] RT with Long email
Message-ID: <56e2c835.85b01c0a.439d9.ffffc30b@mx.google.com>

Hi,

I have RT4.2.12 running successfully with incoming and outgoing email. But
when I have more reply in the email (Ticket) it doesn't be displayed in RT
and I have this message "The body of the message is not displayed because it
is too long" 

Please help me 

Thanks a lot.

 

 

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From aniltonj at gmail.com  Fri Mar 11 08:58:50 2016
From: aniltonj at gmail.com (Anilton Junior)
Date: Fri, 11 Mar 2016 10:58:50 -0300
Subject: [rt-users] RT with Long email
In-Reply-To: <56e2c835.85b01c0a.439d9.ffffc30b@mx.google.com>
References: <56e2c835.85b01c0a.439d9.ffffc30b@mx.google.com>
Message-ID: <CAF3LFY+3OY-UA2ZFWFBVgpwcX4UvnJP4VY1RT3abTjxQXzAujQ@mail.gmail.com>

Hi,

Try adding the following lines in your RT_SiteConfig.pm

Set ($ MaxInlineBody, 1024000);
Set ($ FriendlyFromLineFormat, "\"% s \ "<% s>");
Set ($ MaxAttachmentSize, 10000000);

Att,
Anilton Junior

2016-03-11 10:30 GMT-03:00 wajdi <wajdi.othmaniyah at gmail.com>:

> Hi,
>
> I have RT4.2.12 running successfully with incoming and outgoing email. But
> when I have more reply in the email (Ticket) it doesn?t be displayed in RT
> and I have this message ?The body of the message is not displayed because
> it is too long?
>
> Please help me
>
> Thanks a lot.
>
>
>
>
>
> ---------
> RT 4.4 and RTIR Training Sessions (
> http://bestpractical.com/services/training.html)
> * Hamburg Germany - March 14 & 15, 2016
> * Washington DC - May 23 & 24, 2016
>
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From Kenny.Seever at mgpingredients.com  Fri Mar 11 11:38:37 2016
From: Kenny.Seever at mgpingredients.com (Seever, Kenny)
Date: Fri, 11 Mar 2016 16:38:37 +0000
Subject: [rt-users] Unique custom fields for assets
Message-ID: <6DD4000378C57D45A709CA0B1CB54C3419621B43@ATCPMX03.mwgp.net>

Hello,

I am working on evaluating using the Assets module in RT to manage our equipment, but haven't been able to figure out if there is a way to make a field unique.  All of our equipment has a 5 digit asset number (2XXXX) that is unique.  I need to be able to add a field that makes sure that each number is only used once.  Ideally it would auto populate with the next number when a new asset is added, but that may be asking for too much.  Is there build in functionality for any of this that I've missed in the documentation?

Thanks in advance,

Kenny
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From jbrandt at bestpractical.com  Fri Mar 11 14:01:56 2016
From: jbrandt at bestpractical.com (Jim Brandt)
Date: Fri, 11 Mar 2016 14:01:56 -0500
Subject: [rt-users] Populate articles with data from a ticket
	(variables)?
In-Reply-To: <CCD0821AE781994EB8BAB510676B5EF503289B8F3942@ZEUS.faredge.local>
References: <CCD0821AE781994EB8BAB510676B5EF503289B8F3942@ZEUS.faredge.local>
Message-ID: <56E31624.9060701@bestpractical.com>

Hi Dion,

You could take a look at this extension, which processes articles like 
templates:

https://metacpan.org/pod/RT::Extension::ArticleTemplates

Jim

On 3/7/16 6:57 PM, Dion Gullotta wrote:
>
> Hi,
>
> Is there any way to populate an article with selected data from a 
> ticket? For example an article that says ?Dear, <customername>? can 
> you have a variable in there that pulls the Requestor Displayed Name 
> or similar from the ticket when you insert the article?
>
> It doesn?t look like this is possible but I?m just checking.
>
> Cheers,
>
> Dion
>
>
>
> ---------
> RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html)
> * Hamburg Germany - March 14 & 15, 2016
> * Washington DC - May 23 & 24, 2016

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From ram0502 at gmail.com  Sun Mar 13 21:06:10 2016
From: ram0502 at gmail.com (Ram)
Date: Sun, 13 Mar 2016 18:06:10 -0700
Subject: [rt-users] Block attachments by MIME type or filename
Message-ID: <CAAipLxERZgi_6OxAQ-eGiUjuCj_sc67a5mLh=AGQ_k9g1z2RxA@mail.gmail.com>

We're seeing a wave of infected zip files coming through. In the normal
course of business we get perhaps one legitimate zip file per year and a
few hundred infected ones. Any ideas on how to prevent our support staff
from downloading the zip files from tickets based on MIME type or filename?

thanks
Ram
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From kyle.dippery at uky.edu  Mon Mar 14 09:34:24 2016
From: kyle.dippery at uky.edu (Kyle Dippery)
Date: Mon, 14 Mar 2016 09:34:24 -0400
Subject: [rt-users] Unique custom fields for assets
In-Reply-To: <6DD4000378C57D45A709CA0B1CB54C3419621B43@ATCPMX03.mwgp.net>
References: <6DD4000378C57D45A709CA0B1CB54C3419621B43@ATCPMX03.mwgp.net>
Message-ID: <56E6BDE0.20006@uky.edu>

Kenny,

I haven't looked at RT 4.4 yet, so perhaps it's built in there, but it 
wasn't in RT 4.2.

What you will need to do, if it isn't there already, is create your own 
extension to the Asset.pm module, call it Asset_Local.pm, and add code 
there to check for uniqueness and auto-populate the field. The Create {} 
subroutine is the one you'll most likely want to override.

One gotcha that I remember (I did this about a year ago) is that I 
needed to know the number of the custom field; I couldn't figure out how 
to search the $args{} array for the field by name.  That being our most 
critical custom field, though, it made sense to create it first so it 
would be "CustomField-1".

I'm reluctant to post my actual code, because it's crappy and I don't 
want to release bad code into the wild, but if you'd like to see it I 
can sanitize it some and share it.

Cheers,
Kyle

On 03/11/2016 11:38 AM, Seever, Kenny wrote:
>
> Hello,
>
> I am working on evaluating using the Assets module in RT to manage our 
> equipment, but haven?t been able to figure out if there is a way to 
> make a field unique.  All of our equipment has a 5 digit asset number 
> (2XXXX) that is unique.  I need to be able to add a field that makes 
> sure that each number is only used once.  Ideally it would auto 
> populate with the next number when a new asset is added, but that may 
> be asking for too much.  Is there build in functionality for any of 
> this that I?ve missed in the documentation?
>
> Thanks in advance,
>
> Kenny
>

-- 
Kyle Dippery
Engineering Computing Services
219 RMB
859-257-1346

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From borepstein at gmail.com  Mon Mar 14 11:33:51 2016
From: borepstein at gmail.com (Boris Epstein)
Date: Mon, 14 Mar 2016 11:33:51 -0400
Subject: [rt-users] which Perl version should one use with RT 4.4 on CentOS 6
Message-ID: <CADeF1XG2vUPF0bRxGg1PNLiP7uRsR9rMKHo3HstvA8CgKCPAiA@mail.gmail.com>

Hello all,

I am about to upgrade my RT 4.2 to v4.4 on a CentOS 6 machine. It appears
that Perl 5.1 is barely adequate. What is the recommended version of Perl
for this setup?

Thanks.

Cheers,

Boris.
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From m_orallo at yahoo.es  Mon Mar 14 13:03:59 2016
From: m_orallo at yahoo.es (Marcos Orallo)
Date: Mon, 14 Mar 2016 18:03:59 +0100
Subject: [rt-users] Order of multiple transactions in request
Message-ID: <CANJKhMfEZAWRj33uDNXaeuCtDk68aQuWcgLKJbnkrtvEwrAO+w@mail.gmail.com>

Hi all,

I would like to know what determines the order of creation when a request
is translated into more than one transaction, and if this can be customized
somehow.

My use case: I want to add a tag [Resolved] to the subject of the resolving
comment *and only that*.

>From what I've seen, the Comment transaction always happens before the
Status change. Thus, the only way for any On Comment Notify X scrip to be
aware of the status change is to run it in Batch stage. But this eliminates
the possibility of identifying and modifying the recipients of the comment
while composing it, which is not acceptable for us.

Do you know any alternative way to achieve the same behaviour?

Our RT version is currently 4.2.11.

Thanks!

Marcos.
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From mzagrabe at d.umn.edu  Mon Mar 14 14:08:12 2016
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Mon, 14 Mar 2016 13:08:12 -0500
Subject: [rt-users] Order of multiple transactions in request
In-Reply-To: <CANJKhMfEZAWRj33uDNXaeuCtDk68aQuWcgLKJbnkrtvEwrAO+w@mail.gmail.com>
References: <CANJKhMfEZAWRj33uDNXaeuCtDk68aQuWcgLKJbnkrtvEwrAO+w@mail.gmail.com>
Message-ID: <CAOLfK3WN2AK9MtV1jtYcTjCBZNDQGiG4F7UGc3fsXpB3F4ek-w@mail.gmail.com>

On Mon, Mar 14, 2016 at 12:03 PM, Marcos Orallo <m_orallo at yahoo.es> wrote:
> Hi all,
>
> I would like to know what determines the order of creation when a request is
> translated into more than one transaction, and if this can be customized
> somehow.
>
> My use case: I want to add a tag [Resolved] to the subject of the resolving
> comment *and only that*.
>
> From what I've seen, the Comment transaction always happens before the
> Status change. Thus, the only way for any On Comment Notify X scrip to be
> aware of the status change is to run it in Batch stage. But this eliminates
> the possibility of identifying and modifying the recipients of the comment
> while composing it, which is not acceptable for us.
>
> Do you know any alternative way to achieve the same behaviour?

The limitation of TxnBatch not updating the list of email recipients
should be fixed in 4.4.

We have an extension that BP wrote for us that I could share with you
if upgrading isn't feasible.

-m


From mzagrabe at d.umn.edu  Mon Mar 14 14:10:25 2016
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Mon, 14 Mar 2016 13:10:25 -0500
Subject: [rt-users] Order of multiple transactions in request
In-Reply-To: <CAOLfK3WN2AK9MtV1jtYcTjCBZNDQGiG4F7UGc3fsXpB3F4ek-w@mail.gmail.com>
References: <CANJKhMfEZAWRj33uDNXaeuCtDk68aQuWcgLKJbnkrtvEwrAO+w@mail.gmail.com>
 <CAOLfK3WN2AK9MtV1jtYcTjCBZNDQGiG4F7UGc3fsXpB3F4ek-w@mail.gmail.com>
Message-ID: <CAOLfK3VxTVuZQMqE43jdt3GGRS2twB1YZBj=6MHWOK72hBG-tA@mail.gmail.com>

On Mon, Mar 14, 2016 at 1:08 PM, Matt Zagrabelny <mzagrabe at d.umn.edu> wrote:
> On Mon, Mar 14, 2016 at 12:03 PM, Marcos Orallo <m_orallo at yahoo.es> wrote:
>> Hi all,
>>
>> I would like to know what determines the order of creation when a request is
>> translated into more than one transaction, and if this can be customized
>> somehow.
>>
>> My use case: I want to add a tag [Resolved] to the subject of the resolving
>> comment *and only that*.
>>
>> From what I've seen, the Comment transaction always happens before the
>> Status change. Thus, the only way for any On Comment Notify X scrip to be
>> aware of the status change is to run it in Batch stage. But this eliminates
>> the possibility of identifying and modifying the recipients of the comment
>> while composing it, which is not acceptable for us.
>>
>> Do you know any alternative way to achieve the same behaviour?
>
> The limitation of TxnBatch not updating the list of email recipients
> should be fixed in 4.4.
>
> We have an extension that BP wrote for us that I could share with you
> if upgrading isn't feasible.

...or you could download it yourself. ;)

https://metacpan.org/pod/RT::Extension::AjaxPreviewScrips

-m


From m_orallo at yahoo.es  Mon Mar 14 14:25:10 2016
From: m_orallo at yahoo.es (Marcos Orallo)
Date: Mon, 14 Mar 2016 19:25:10 +0100
Subject: [rt-users] Order of multiple transactions in request
In-Reply-To: <CAOLfK3VxTVuZQMqE43jdt3GGRS2twB1YZBj=6MHWOK72hBG-tA@mail.gmail.com>
References: <CANJKhMfEZAWRj33uDNXaeuCtDk68aQuWcgLKJbnkrtvEwrAO+w@mail.gmail.com>
 <CAOLfK3WN2AK9MtV1jtYcTjCBZNDQGiG4F7UGc3fsXpB3F4ek-w@mail.gmail.com>
 <CAOLfK3VxTVuZQMqE43jdt3GGRS2twB1YZBj=6MHWOK72hBG-tA@mail.gmail.com>
Message-ID: <CANJKhMc05-+GzmknDS6CxNHyQ0J+JXV_u=qJ=O_w8a6eaYu3sA@mail.gmail.com>

Thanks Matt!

El 14/3/2016 7:10 p. m., "Matt Zagrabelny" <mzagrabe at d.umn.edu> escribi?:
>
> On Mon, Mar 14, 2016 at 1:08 PM, Matt Zagrabelny <mzagrabe at d.umn.edu>
wrote:l
> >
> > The limitation of TxnBatch not updating the list of email recipients
> > should be fixed in 4.4.

Updating was in our short term plans. I'm glad to know this limitation was
removed.

Any other undesirable effects of using batch?

> >
> > We have an extension that BP wrote for us that I could share with you
> > if upgrading isn't feasible.
>
> ...or you could download it yourself. ;)
>
> https://metacpan.org/pod/RT::Extension::AjaxPreviewScrips

I understand this was integrated into 4.4 core?

Marcos
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From mzagrabe at d.umn.edu  Mon Mar 14 14:29:01 2016
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Mon, 14 Mar 2016 13:29:01 -0500
Subject: [rt-users] Order of multiple transactions in request
In-Reply-To: <CANJKhMc05-+GzmknDS6CxNHyQ0J+JXV_u=qJ=O_w8a6eaYu3sA@mail.gmail.com>
References: <CANJKhMfEZAWRj33uDNXaeuCtDk68aQuWcgLKJbnkrtvEwrAO+w@mail.gmail.com>
 <CAOLfK3WN2AK9MtV1jtYcTjCBZNDQGiG4F7UGc3fsXpB3F4ek-w@mail.gmail.com>
 <CAOLfK3VxTVuZQMqE43jdt3GGRS2twB1YZBj=6MHWOK72hBG-tA@mail.gmail.com>
 <CANJKhMc05-+GzmknDS6CxNHyQ0J+JXV_u=qJ=O_w8a6eaYu3sA@mail.gmail.com>
Message-ID: <CAOLfK3VfsgXPaTjQpb+Ln2vp_pNpJA7FZQzfT3kAB_4UASt+Jw@mail.gmail.com>

On Mon, Mar 14, 2016 at 1:25 PM, Marcos Orallo <m_orallo at yahoo.es> wrote:

>> https://metacpan.org/pod/RT::Extension::AjaxPreviewScrips
>
> I understand this was integrated into 4.4 core?

@BPS,

Can you confirm the merge of AjaxPreviewScrips in 4.4?

-m


From gmessmer at uw.edu  Mon Mar 14 15:34:18 2016
From: gmessmer at uw.edu (Gordon Messmer)
Date: Mon, 14 Mar 2016 12:34:18 -0700
Subject: [rt-users] Should RT4 (4.4.0) display time sums under "the basics"?
Message-ID: <56E7123A.50805@uw.edu>

We recently upgraded to RT 4.4.0.  When our staff add time worked to a 
ticket, two labels appear under "The Basics," "Worked" and "Users"

After the "Worked" label, there is a sum of all the time entries. After 
the "Users" label, a user is listed with a time value that appears to be 
just the first time entry they've added.

So, for example, if Bob adds 15 minutes worked and then later adds 
another 5, the "Worked" label will read "20 minutes" and the "Users" 
label will read "bob: 15 minutes"

Is that the expected behavior?  I didn't pay attention to these fields 
in the past, but our staff are reporting that these aren't working as 
expected.



From timothy-flynn at uiowa.edu  Mon Mar 14 16:39:25 2016
From: timothy-flynn at uiowa.edu (Flynn, Timothy)
Date: Mon, 14 Mar 2016 20:39:25 +0000
Subject: [rt-users] ExternalAuth and differences between WEB and Email
	interface RT 4.2
Message-ID: <2C85466E85AA96458FA56085D7059849B5DF9FE7@HC-MAILBOXC1-N5.healthcare.uiowa.edu>

I'm running into a bit of a snag with ExternalAuth and the Email gateway.  I have AutoCreateNonExternalUsers set to 0 as I don't want to create accounts for non validated emails.  I am trying to send RT tickets via email to RT where the from email is a local account in RT.  The address is valid on that machine but RT tries to validate the user via LDAP which is fine.  RT states it cannot create the user but the user already exists as a local RT user so it should not need to be created.  In the web interface I can login with that user and it works fine.  Why doesn't the email interface fail back to local accounts in the same way?  I've been looking for a setting to allow this without opening the floodgates for all non LDAP verified emails.  I just want the local accounts to be allowed.



Timothy Flynn
Senior Applications Developer
University of Iowa Hospitals and Clinics
200 Hawkins Dr BT1000GH
Iowa City, IA 52242-1052
Phone: 319-384-9077



________________________________
Notice: This UI Health Care e-mail (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is confidential and may be legally privileged.  If you are not the intended recipient, you are hereby notified that any retention, dissemination, distribution, or copying of this communication is strictly prohibited.  Please reply to the sender that you have received the message in error, then delete it.  Thank you.
________________________________
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From dustin at bestpractical.com  Mon Mar 14 16:58:09 2016
From: dustin at bestpractical.com (Dustin Graves)
Date: Mon, 14 Mar 2016 16:58:09 -0400
Subject: [rt-users] Attachments don't reach database for one user
In-Reply-To: <d9f2ee63c1564138bcc4b0b2a74d810e@NTEXCHMBX.yavco.net>
References: <d9f2ee63c1564138bcc4b0b2a74d810e@NTEXCHMBX.yavco.net>
Message-ID: <0B1F7BBA-7B5D-43F7-819D-05F83CEC7607@bestpractical.com>


> On Mar 10, 2016, at 5:09 PM, Chanel Wheeler <Chanel.Wheeler at yavapai.us> wrote:
> 
> Hi all,
Hi Chanel,

> I have one user that has used RT for a while with no problems. Recently, her attachments to web tickets ceased coming through. I?ve watched her add  attachments and they appear to upload successfully but there?s no trace of them in the Attachments table. We tried multiple browsers and the same thing happened on each. I logged in as her on my computer and still the problem happened. Another person logged in to RT on her computer and successfully attached items. So it?s something to do with her account. I?ve taken a look at her user record in the db and I don?t see anything amiss.
> 
> Any ideas on what I might try?
> 
> We?re running RT 4.4 and use LDAP for authentication.

I would start by checking the rights for these two users and how they might be different.

Can the faulty user see the missing attachment?s associated comment/correspondence? If the user cannot, that is why the attachment is missing. A user needs the ShowTicketComments right to see attachments added as part of a comment.

If this is not the problem, then I can investigate further.

> Thanks!
> chanel
Thank you,
Dustin
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From dbrooks at mdah.state.ms.us  Mon Mar 14 19:55:02 2016
From: dbrooks at mdah.state.ms.us (Donny Brooks)
Date: Mon, 14 Mar 2016 18:55:02 -0500
Subject: [rt-users] RT with Office 365 Outlook
Message-ID: <79c8-56e74f80-1-18248c40@203355137>


We recently migrated from in house Postfix to hosted Office365 Outlook/exchange. I have been trying to figure out how to get RT to work with this setup but the only way I can see to do this is to "burn" a license or 4. With each one costing us around $20/month I would rather not do this. Has anyone successfully gotten RT to work with O365 without multiple email accounts? I was wondering if it could be done with "shared mailboxes" since I found the following instructions on accessing a shared mailbox via IMAP:
?
?
Exchange Configuration:
? USER EMAIL: user at maindomain.com
? PASSWORD: password

? SHARED MAILBOX: shared at anotherdomain.com ? ? ?(could also be @domain.com, of course)
? SHARED MAILBOX ALIAS: shared-mailbox
? Note: Please make sure to create the UNIQUE alias always with the mailbox, because it creates the user [alias]@maindomain.com. In this case shared-mailbox at maindomain.com
?
Settings for IMAP Configuration:
? EMAIL ADDRESS:?shared at anotherdomain.com?(shared mailbox)
? IMAP SERVER: outlook.office365.com
? SMTP SERVER: smtp.office365.com
? USERNAME:?user at maindomain.com\shared-mailbox ?(user\shared mailbox alias)
? PASSWORD: password (user's password)
SMTP LOGIN IS DIFFERENT (!)
? USERNAME:?user at maindomain.com??(users email)
? PASSWORD: password (user's password)?
?
It has been a long time since I have delved into the bowels of RT. It has been that rock solid for us. So any and all help is much appreciated.
?
Donny B.??
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From skupko.sk at gmail.com  Tue Mar 15 04:27:10 2016
From: skupko.sk at gmail.com (Peter Viskup)
Date: Tue, 15 Mar 2016 09:27:10 +0100
Subject: [rt-users] which Perl version should one use with RT 4.4 on
 CentOS 6
In-Reply-To: <CADeF1XG2vUPF0bRxGg1PNLiP7uRsR9rMKHo3HstvA8CgKCPAiA@mail.gmail.com>
References: <CADeF1XG2vUPF0bRxGg1PNLiP7uRsR9rMKHo3HstvA8CgKCPAiA@mail.gmail.com>
Message-ID: <CAPa6PsGBHKOQ-P1GtW4O=zoc+wjv38EHx5_2GoeyuQEQbda7sw@mail.gmail.com>

Hello Boris,
from readme [1] on github it is obvious the RT needs Perl as of
version 5.10.1 and above. Readme file from 4.4 version has the same
list of requirements.
Some RT modules may have their own dependencies. You need to check them.

[1] https://github.com/bestpractical/rt

-- 
Peter Viskup


On Mon, Mar 14, 2016 at 4:33 PM, Boris Epstein <borepstein at gmail.com> wrote:
> Hello all,
>
> I am about to upgrade my RT 4.2 to v4.4 on a CentOS 6 machine. It appears
> that Perl 5.1 is barely adequate. What is the recommended version of Perl
> for this setup?
>
> Thanks.
>
> Cheers,
>
> Boris.
>
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016
>


From borepstein at gmail.com  Tue Mar 15 06:06:03 2016
From: borepstein at gmail.com (Boris Epstein)
Date: Tue, 15 Mar 2016 06:06:03 -0400
Subject: [rt-users] which Perl version should one use with RT 4.4 on
 CentOS 6
In-Reply-To: <CAPa6PsGBHKOQ-P1GtW4O=zoc+wjv38EHx5_2GoeyuQEQbda7sw@mail.gmail.com>
References: <CADeF1XG2vUPF0bRxGg1PNLiP7uRsR9rMKHo3HstvA8CgKCPAiA@mail.gmail.com>
 <CAPa6PsGBHKOQ-P1GtW4O=zoc+wjv38EHx5_2GoeyuQEQbda7sw@mail.gmail.com>
Message-ID: <CADeF1XFFMZ-7XXp6M4=ZwJW9N67+sEVgob4UMuscdCVrQ9oYpw@mail.gmail.com>

Hi Peter,

Thanks, I saw that.

I was wondering what the benefits and general experience was of those who
used later versions of Perl 5 or Perl 6 vs 5.10.1. Just trying to see if it
was a worthwhile exercize trying to upgrade - which on Centos did not seem
to be trivial.

Cheers,

Boris.


On Tue, Mar 15, 2016 at 4:27 AM, Peter Viskup <skupko.sk at gmail.com> wrote:

> Hello Boris,
> from readme [1] on github it is obvious the RT needs Perl as of
> version 5.10.1 and above. Readme file from 4.4 version has the same
> list of requirements.
> Some RT modules may have their own dependencies. You need to check them.
>
> [1] https://github.com/bestpractical/rt
>
> --
> Peter Viskup
>
>
> On Mon, Mar 14, 2016 at 4:33 PM, Boris Epstein <borepstein at gmail.com>
> wrote:
> > Hello all,
> >
> > I am about to upgrade my RT 4.2 to v4.4 on a CentOS 6 machine. It appears
> > that Perl 5.1 is barely adequate. What is the recommended version of Perl
> > for this setup?
> >
> > Thanks.
> >
> > Cheers,
> >
> > Boris.
> >
> > ---------
> > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> > * Washington DC - May 23 & 24, 2016
> >
>
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From bbaker at copesan.com  Tue Mar 15 09:42:25 2016
From: bbaker at copesan.com (Bryon Baker)
Date: Tue, 15 Mar 2016 13:42:25 +0000
Subject: [rt-users] RT with Office 365 Outlook
In-Reply-To: <79c8-56e74f80-1-18248c40@203355137>
References: <79c8-56e74f80-1-18248c40@203355137>
Message-ID: <CY1PR05MB19452E7C14EAAC859D603014CD890@CY1PR05MB1945.namprd05.prod.outlook.com>

Donny
We have converted to Office 365, I have setup one use with an E1 license at a cost of about $10 a month.  The mailbox has folders setup and rules for sorting into those folders.  With Postfix and scripts the folder will dictate what queue is used for the ticket creation.


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

From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Donny Brooks
Sent: Monday, March 14, 2016 6:55 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RT with Office 365 Outlook


We recently migrated from in house Postfix to hosted Office365 Outlook/exchange. I have been trying to figure out how to get RT to work with this setup but the only way I can see to do this is to "burn" a license or 4. With each one costing us around $20/month I would rather not do this. Has anyone successfully gotten RT to work with O365 without multiple email accounts? I was wondering if it could be done with "shared mailboxes" since I found the following instructions on accessing a shared mailbox via IMAP:





Exchange Configuration:

  USER EMAIL: user at maindomain.com
  PASSWORD: password

  SHARED MAILBOX: shared at anotherdomain.com      (could also be @domain.com, of course)
  SHARED MAILBOX ALIAS: shared-mailbox

  Note: Please make sure to create the UNIQUE alias always with the mailbox, because it creates the user [alias]@maindomain.com. In this case shared-mailbox at maindomain.com



Settings for IMAP Configuration:

  EMAIL ADDRESS: shared at anotherdomain.com (shared mailbox)

  IMAP SERVER: outlook.office365.com
  SMTP SERVER: smtp.office365.com

  USERNAME: user at maindomain.com\shared-mailbox  (user\shared mailbox alias)
  PASSWORD: password (user's password)

SMTP LOGIN IS DIFFERENT (!)

  USERNAME: user at maindomain.com  (users email)
  PASSWORD: password (user's password)




It has been a long time since I have delved into the bowels of RT. It has been that rock solid for us. So any and all help is much appreciated.



Donny B.


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From joe at josephdwagner.info  Tue Mar 15 11:36:49 2016
From: joe at josephdwagner.info (Joseph D. Wagner)
Date: Tue, 15 Mar 2016 08:36:49 -0700
Subject: [rt-users] which Perl version should one use with RT 4.4 on
 CentOS 6
In-Reply-To: <CADeF1XFFMZ-7XXp6M4=ZwJW9N67+sEVgob4UMuscdCVrQ9oYpw@mail.gmail.com>
References: <CADeF1XG2vUPF0bRxGg1PNLiP7uRsR9rMKHo3HstvA8CgKCPAiA@mail.gmail.com>
 <CAPa6PsGBHKOQ-P1GtW4O=zoc+wjv38EHx5_2GoeyuQEQbda7sw@mail.gmail.com>
 <CADeF1XFFMZ-7XXp6M4=ZwJW9N67+sEVgob4UMuscdCVrQ9oYpw@mail.gmail.com>
Message-ID: <2be2838b71244701f2d1e15095aae78b@josephdwagner.info>

If you can upgrade to the latest version of CentOS 7, you'll get perl
5.16. 

Joseph D. Wagner

On 2016-03-15 03:06, Boris Epstein wrote:

> Hi Peter, 
> 
> Thanks, I saw that. 
> 
> I was wondering what the benefits and general experience was of those who used later versions of Perl 5 or Perl 6 vs 5.10.1. Just trying to see if it was a worthwhile exercize trying to upgrade - which on Centos did not seem to be trivial. 
> 
> Cheers, 
> 
> Boris. 
> 
> On Tue, Mar 15, 2016 at 4:27 AM, Peter Viskup <skupko.sk at gmail.com> wrote:
> 
>> Hello Boris,
>> from readme [1] on github it is obvious the RT needs Perl as of
>> version 5.10.1 and above. Readme file from 4.4 version has the same
>> list of requirements.
>> Some RT modules may have their own dependencies. You need to check them.
>> 
>> [1] https://github.com/bestpractical/rt
>> 
>> --
>> Peter Viskup
>> 
>> On Mon, Mar 14, 2016 at 4:33 PM, Boris Epstein <borepstein at gmail.com> wrote:
>>> Hello all,
>>> 
>>> I am about to upgrade my RT 4.2 to v4.4 on a CentOS 6 machine. It appears
>>> that Perl 5.1 is barely adequate. What is the recommended version of Perl
>>> for this setup?
>>> 
>>> Thanks.
>>> 
>>> Cheers,
>>> 
>>> Boris.
>>> 
>> 
>>> ---------
>>> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
>>> * Washington DC - May 23 & 24, 2016
>>> 
> 
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016
 
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From Chanel.Wheeler at yavapai.us  Tue Mar 15 12:31:06 2016
From: Chanel.Wheeler at yavapai.us (Chanel Wheeler)
Date: Tue, 15 Mar 2016 16:31:06 +0000
Subject: [rt-users] Attachments don't reach database for one user
In-Reply-To: <0B1F7BBA-7B5D-43F7-819D-05F83CEC7607@bestpractical.com>
References: <d9f2ee63c1564138bcc4b0b2a74d810e@NTEXCHMBX.yavco.net>
 <0B1F7BBA-7B5D-43F7-819D-05F83CEC7607@bestpractical.com>
Message-ID: <ce5070cda7d542eb9af3b58893a70051@NTEXCHMBX.yavco.net>

Yes, everything in the ticket shows up for the faulty user except for the attachment. The rights for this user and other basic users of the system are the same.

chanel


From: Dustin Graves [mailto:dustin at bestpractical.com]
Sent: Monday, March 14, 2016 1:58 PM
To: Chanel Wheeler
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Attachments don't reach database for one user


On Mar 10, 2016, at 5:09 PM, Chanel Wheeler <Chanel.Wheeler at yavapai.us<mailto:Chanel.Wheeler at yavapai.us>> wrote:

Hi all,
Hi Chanel,


I have one user that has used RT for a while with no problems. Recently, her attachments to web tickets ceased coming through. I?ve watched her add  attachments and they appear to upload successfully but there?s no trace of them in the Attachments table. We tried multiple browsers and the same thing happened on each. I logged in as her on my computer and still the problem happened. Another person logged in to RT on her computer and successfully attached items. So it?s something to do with her account. I?ve taken a look at her user record in the db and I don?t see anything amiss.

Any ideas on what I might try?

We?re running RT 4.4 and use LDAP for authentication.

I would start by checking the rights for these two users and how they might be different.

Can the faulty user see the missing attachment?s associated comment/correspondence? If the user cannot, that is why the attachment is missing. A user needs the ShowTicketComments right to see attachments added as part of a comment.

If this is not the problem, then I can investigate further.


Thanks!
chanel
Thank you,
Dustin
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From Kenny.Seever at mgpingredients.com  Tue Mar 15 12:34:57 2016
From: Kenny.Seever at mgpingredients.com (Seever, Kenny)
Date: Tue, 15 Mar 2016 16:34:57 +0000
Subject: [rt-users] Unique custom fields for assets
In-Reply-To: <56E6BDE0.20006@uky.edu>
References: <6DD4000378C57D45A709CA0B1CB54C3419621B43@ATCPMX03.mwgp.net>
 <56E6BDE0.20006@uky.edu>
Message-ID: <6DD4000378C57D45A709CA0B1CB54C3419623AE3@ATCPMX03.mwgp.net>

Kyle,

Thanks for the reply.  If possible would you be willing to share what you have?  This will be something I've never attempted so need all the help I can get.

Thanks again,

Kenny

From: Kyle Dippery [mailto:kyle.dippery at uky.edu]
Sent: Monday, March 14, 2016 8:34 AM
To: rt-users at lists.bestpractical.com
Cc: Seever, Kenny <Kenny.Seever at mgpingredients.com>
Subject: Re: [rt-users] Unique custom fields for assets

Kenny,

I haven't looked at RT 4.4 yet, so perhaps it's built in there, but it wasn't in RT 4.2.

What you will need to do, if it isn't there already, is create your own extension to the Asset.pm module, call it Asset_Local.pm, and add code there to check for uniqueness and auto-populate the field.  The Create {} subroutine is the one you'll most likely want to override.

One gotcha that I remember (I did this about a year ago) is that I needed to know the number of the custom field; I couldn't figure out how to search the $args{} array for the field by name.  That being our most critical custom field, though, it made sense to create it first so it would be "CustomField-1".

I'm reluctant to post my actual code, because it's crappy and I don't want to release bad code into the wild, but if you'd like to see it I can sanitize it some and share it.

Cheers,
Kyle
On 03/11/2016 11:38 AM, Seever, Kenny wrote:
Hello,

I am working on evaluating using the Assets module in RT to manage our equipment, but haven't been able to figure out if there is a way to make a field unique.  All of our equipment has a 5 digit asset number (2XXXX) that is unique.  I need to be able to add a field that makes sure that each number is only used once.  Ideally it would auto populate with the next number when a new asset is added, but that may be asking for too much.  Is there build in functionality for any of this that I've missed in the documentation?

Thanks in advance,

Kenny



--

Kyle Dippery

Engineering Computing Services

219 RMB

859-257-1346
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From gmessmer at uw.edu  Tue Mar 15 12:37:55 2016
From: gmessmer at uw.edu (Gordon Scott Messmer)
Date: Tue, 15 Mar 2016 09:37:55 -0700
Subject: [rt-users] Attachments don't reach database for one user
In-Reply-To: <ce5070cda7d542eb9af3b58893a70051@NTEXCHMBX.yavco.net>
References: <d9f2ee63c1564138bcc4b0b2a74d810e@NTEXCHMBX.yavco.net>
 <0B1F7BBA-7B5D-43F7-819D-05F83CEC7607@bestpractical.com>
 <ce5070cda7d542eb9af3b58893a70051@NTEXCHMBX.yavco.net>
Message-ID: <CAPCZkf-qgnEXKnwbhy9bSpCYMFQbz9JmnfcVGr6jFQGfYFqrMg@mail.gmail.com>

On Tue, Mar 15, 2016 at 9:31 AM, Chanel Wheeler <Chanel.Wheeler at yavapai.us>
wrote:

> Yes, everything in the ticket shows up for the faulty user except for the
> attachment. The rights for this user and other basic users of the system
> are the same.
>
>
>
Is that user using Outlook?  Might it be sending non-plain-text parts of
the message as winmail.dat?
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From jvdwege at xs4all.nl  Tue Mar 15 16:33:42 2016
From: jvdwege at xs4all.nl (Joop)
Date: Tue, 15 Mar 2016 21:33:42 +0100
Subject: [rt-users] Unique custom fields for assets
In-Reply-To: <6DD4000378C57D45A709CA0B1CB54C3419623AE3@ATCPMX03.mwgp.net>
References: <6DD4000378C57D45A709CA0B1CB54C3419621B43@ATCPMX03.mwgp.net>
 <56E6BDE0.20006@uky.edu>
 <6DD4000378C57D45A709CA0B1CB54C3419623AE3@ATCPMX03.mwgp.net>
Message-ID: <56E871A6.4050008@xs4all.nl>

On 15-3-2016 17:34, Seever, Kenny wrote:
>
> Kyle,
>
>  
>
> Thanks for the reply.  If possible would you be willing to share what
> you have?  This will be something I?ve never attempted so need all the
> help I can get.
>
>  
>
>
Interested too. I have moved from the third-party AT-Assettracker to the
RT Assets and lost the unique IP restriction that is in the former.
Would love to have that back :-)

Joop

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From palomint at reed.edu  Tue Mar 15 16:36:20 2016
From: palomint at reed.edu (Tony G Palomino)
Date: Tue, 15 Mar 2016 13:36:20 -0700
Subject: [rt-users] Unique custom fields for assets
In-Reply-To: <56E871A6.4050008@xs4all.nl>
References: <6DD4000378C57D45A709CA0B1CB54C3419621B43@ATCPMX03.mwgp.net>
 <56E6BDE0.20006@uky.edu>
 <6DD4000378C57D45A709CA0B1CB54C3419623AE3@ATCPMX03.mwgp.net>
 <56E871A6.4050008@xs4all.nl>
Message-ID: <CAA=OTidmW7q1u4bzsDQDc3tSMv3CMOQQiMuyrtsVmFenTc+fVw@mail.gmail.com>

Interested as well!  Perhaps if you post to the list, others can help make
it less "crappy".  ;)

On Tue, Mar 15, 2016 at 1:33 PM, Joop <jvdwege at xs4all.nl> wrote:

> On 15-3-2016 17:34, Seever, Kenny wrote:
>
> Kyle,
>
>
>
> Thanks for the reply.  If possible would you be willing to share what you
> have?  This will be something I?ve never attempted so need all the help I
> can get.
>
>
>
> Interested too. I have moved from the third-party AT-Assettracker to the
> RT Assets and lost the unique IP restriction that is in the former. Would
> love to have that back :-)
>
> Joop
>
>
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016
>
>


-- 
Tony.Palomino at reed.edu
Director, Computer User Services
Reed College
503-788-6622
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From kyle.dippery at uky.edu  Tue Mar 15 17:14:19 2016
From: kyle.dippery at uky.edu (Kyle Dippery)
Date: Tue, 15 Mar 2016 17:14:19 -0400
Subject: [rt-users] Unique custom fields for assets
In-Reply-To: <6DD4000378C57D45A709CA0B1CB54C3419623AE3@ATCPMX03.mwgp.net>
References: <6DD4000378C57D45A709CA0B1CB54C3419621B43@ATCPMX03.mwgp.net>
 <56E6BDE0.20006@uky.edu>
 <6DD4000378C57D45A709CA0B1CB54C3419623AE3@ATCPMX03.mwgp.net>
Message-ID: <56E87B2B.6030601@uky.edu>

Here 'tis.

My addition to the Create {} subroutine is lines 130-138.  The check for 
uniqueness and auto-choosing the next highest number happen in 
additional subroutines beginning at line 230.

We call the relevant field "COE Number" (sometimes "CoE Number", the 
case seems not to matter); change that wherever I have it to whatever 
you call your field.

Lines 133 and 137 are where I needed to know that the custom field was 
#1 ('CustomField-1').  There are two SELECT queries, one (line 322) 
where I searched for the field by name and one (line 244) where I 
searched for it by number.  Probably I should have done both of those 
the same way, for clean code purposes.  Probably searching by name would 
be the way to go, for even cleaner code purposes.

We assume that we'll be adding (whenever I get this live) existing 
assets to a clean database, so we accept input for the COE Number. I do 
some basic testing, to make sure that if there is input, it is a number 
and not, say, an SQL command.  I don't do any sort of sanity checking on 
the given number, except to see if it's already in use; someone could, 
for instance, input "1000000" instead of "1000" and kick our asset 
numbers up a few orders of magnitude. Probably with some additional work 
the getNextNumber subroutine could look for such gaps and fill them in, 
but I don't think I'll be getting around to that extra work anytime soon.

I believe there are some rigorous tests that can be used on RT 
extensions; I have not done anything of that sort with this code. I've 
only played with it on a couple of test systems (both RT 4.2), but it so 
far does what I want it to.

If you have any questions, I'll try to answer, hopefully with something 
better than "It made sense at the time".

If any accomplished programmers would like to shred it and tell me 
everything I could do better, I'd appreciate the education.

Share and enjoy,
Kyle

On 03/15/2016 12:34 PM, Seever, Kenny wrote:
>
> Kyle,
>
> Thanks for the reply.  If possible would you be willing to share what 
> you have?  This will be something I?ve never attempted so need all the 
> help I can get.
>
> Thanks again,
>
> Kenny
>
> *From:*Kyle Dippery [mailto:kyle.dippery at uky.edu]
> *Sent:* Monday, March 14, 2016 8:34 AM
> *To:* rt-users at lists.bestpractical.com
> *Cc:* Seever, Kenny <Kenny.Seever at mgpingredients.com>
> *Subject:* Re: [rt-users] Unique custom fields for assets
>
> Kenny,
>
> I haven't looked at RT 4.4 yet, so perhaps it's built in there, but it 
> wasn't in RT 4.2.
>
> What you will need to do, if it isn't there already, is create your 
> own extension to the Asset.pm module, call it Asset_Local.pm, and add 
> code there to check for uniqueness and auto-populate the field.  The 
> Create {} subroutine is the one you'll most likely want to override.
>
> One gotcha that I remember (I did this about a year ago) is that I 
> needed to know the number of the custom field; I couldn't figure out 
> how to search the $args{} array for the field by name.  That being our 
> most critical custom field, though, it made sense to create it first 
> so it would be "CustomField-1".
>
> I'm reluctant to post my actual code, because it's crappy and I don't 
> want to release bad code into the wild, but if you'd like to see it I 
> can sanitize it some and share it.
>
> Cheers,
> Kyle
>
> On 03/11/2016 11:38 AM, Seever, Kenny wrote:
>
>     Hello,
>
>     I am working on evaluating using the Assets module in RT to manage
>     our equipment, but haven?t been able to figure out if there is a
>     way to make a field unique.  All of our equipment has a 5 digit
>     asset number (2XXXX) that is unique.  I need to be able to add a
>     field that makes sure that each number is only used once.  Ideally
>     it would auto populate with the next number when a new asset is
>     added, but that may be asking for too much.  Is there build in
>     functionality for any of this that I?ve missed in the documentation?
>
>     Thanks in advance,
>
>     Kenny
>
>
>
> -- 
> Kyle Dippery
> Engineering Computing Services
> 219 RMB
> 859-257-1346

-- 
Kyle Dippery
Engineering Computing Services
219 RMB
859-257-1346

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From hescobar at afslc.com  Tue Mar 15 19:04:57 2016
From: hescobar at afslc.com (Hugo Escobar)
Date: Tue, 15 Mar 2016 19:04:57 -0400
Subject: [rt-users] scrip to detect attached zip files
Message-ID: <CAA5FCo0Tp2GybFmp4T1VqJpgWWv-=o5MPxmswewe6pfEzdBV5w@mail.gmail.com>

Hi,

I need to detect if a zip file has been attached to a ticket at
creation time and also at 'comment' or 'correspond' time.

My idea to solve this is to extract the attachments and then parse
the content.

I think the best route for this would be:

 TransactionObj->Attachments->Next ...
      ContentAsMIME(Children=>1)

Since MIME entities can themselves contain other entities,
I think I'm going to need a recursive function ...

Basically what I'd like is a few words of advice. I think I can
come up with a solution but perhaps there's a simpler path I'm overlooking
or I'm not aware of.

?Thanks in advance?,

-- 
Regards,

Hugo Escobar

<http://www.associationfinancialservices.com/>

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
<http://www.facebook.com/pages/Miami-FL/ASSOCIATION-FINANCIAL/64952991864>
<http://www.linkedin.com/companies/1006276>

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.*
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From martin.wheldon at greenhills-it.co.uk  Wed Mar 16 05:44:35 2016
From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon)
Date: Wed, 16 Mar 2016 09:44:35 +0000
Subject: [rt-users] which Perl version should one use with RT 4.4 on
 CentOS 6
In-Reply-To: <2be2838b71244701f2d1e15095aae78b@josephdwagner.info>
References: <CADeF1XG2vUPF0bRxGg1PNLiP7uRsR9rMKHo3HstvA8CgKCPAiA@mail.gmail.com>
 <CAPa6PsGBHKOQ-P1GtW4O=zoc+wjv38EHx5_2GoeyuQEQbda7sw@mail.gmail.com>
 <CADeF1XFFMZ-7XXp6M4=ZwJW9N67+sEVgob4UMuscdCVrQ9oYpw@mail.gmail.com>
 <2be2838b71244701f2d1e15095aae78b@josephdwagner.info>
Message-ID: <aff54a0fb0b633b1c33d772dfdf9d917@mail.greenhills-it.co.uk>

Hi,

I would recommend installing a version of perl just for RT that is 
seperate from the
system perl. I tend to use the version that the perl project considers 
stable. Currently
v5.22.1 I believe.

Check out perlbrew for a nice easy clean way of installing a independant 
perl version.

Best Regards

Martin

On 2016-03-15 15:36, Joseph D. Wagner wrote:
> If you can upgrade to the latest version of CentOS 7, you'll get perl
> 5.16.
> 
> Joseph D. Wagner
> 
> On 2016-03-15 03:06, Boris Epstein wrote:
> 
>> Hi Peter,
>> 
>> Thanks, I saw that.
>> 
>> I was wondering what the benefits and general experience was of
>> those who used later versions of Perl 5 or Perl 6 vs 5.10.1. Just
>> trying to see if it was a worthwhile exercize trying to upgrade -
>> which on Centos did not seem to be trivial.
>> 
>> Cheers,
>> 
>> Boris.
>> 
>> On Tue, Mar 15, 2016 at 4:27 AM, Peter Viskup <skupko.sk at gmail.com>
>> wrote:
>> 
>>> Hello Boris,
>>> from readme [1] on github it is obvious the RT needs Perl as of
>>> version 5.10.1 and above. Readme file from 4.4 version has the
>>> same
>>> list of requirements.
>>> Some RT modules may have their own dependencies. You need to check
>>> them.
>>> 
>>> [1] https://github.com/bestpractical/rt
>>> 
>>> --
>>> Peter Viskup
>>> 
>>> On Mon, Mar 14, 2016 at 4:33 PM, Boris Epstein
>>> <borepstein at gmail.com> wrote:
>>>> Hello all,
>>>> 
>>>> I am about to upgrade my RT 4.2 to v4.4 on a CentOS 6 machine.
>>> It appears
>>>> that Perl 5.1 is barely adequate. What is the recommended
>>> version of Perl
>>>> for this setup?
>>>> 
>>>> Thanks.
>>>> 
>>>> Cheers,
>>>> 
>>>> Boris.
>>>> 
>>> 
>>>> ---------
>>>> RT 4.4 and RTIR Training Sessions
>>> https://bestpractical.com/training
>>>> * Washington DC - May 23 & 24, 2016
>>>> 
>> 
>> ---------
>> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
>> * Washington DC - May 23 & 24, 2016
> 
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016


From beanstallk at gmail.com  Wed Mar 16 06:31:58 2016
From: beanstallk at gmail.com (Jack Beanstallk)
Date: Wed, 16 Mar 2016 10:31:58 +0000
Subject: [rt-users] email delivery suspended message displayed next to a
	requesters name
Message-ID: <CAMxML1f_Lj=0u=SyW=M9b=-LUROP0io1Kt0ywA_5=qS79Cd9bA@mail.gmail.com>

Hi,

Has anyone ever see the message "email delivery suspended" displayed next
to a requesters email address in RT? If yes, do you know what it means?

Thanks
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From chris.groome at moodmedia.com  Wed Mar 16 08:07:17 2016
From: chris.groome at moodmedia.com (Chris Groome)
Date: Wed, 16 Mar 2016 08:07:17 -0400
Subject: [rt-users] which Perl version should one use with RT 4.4 on
 CentOS 6
In-Reply-To: <aff54a0fb0b633b1c33d772dfdf9d917@mail.greenhills-it.co.uk>
References: <CADeF1XG2vUPF0bRxGg1PNLiP7uRsR9rMKHo3HstvA8CgKCPAiA@mail.gmail.com>
 <CAPa6PsGBHKOQ-P1GtW4O=zoc+wjv38EHx5_2GoeyuQEQbda7sw@mail.gmail.com>
 <CADeF1XFFMZ-7XXp6M4=ZwJW9N67+sEVgob4UMuscdCVrQ9oYpw@mail.gmail.com>
 <2be2838b71244701f2d1e15095aae78b@josephdwagner.info>
 <aff54a0fb0b633b1c33d772dfdf9d917@mail.greenhills-it.co.uk>
Message-ID: <CAGSEHhf5xLEaG2SVNCHgYEExp4HCE7HGOjY-Ao-8d7OSK-ropg@mail.gmail.com>

I upvote Martin's answer. He gave you the version and the proper technique
to achieving it.

On Wed, Mar 16, 2016 at 5:44 AM, Martin Wheldon <
martin.wheldon at greenhills-it.co.uk> wrote:

> Hi,
>
> I would recommend installing a version of perl just for RT that is
> seperate from the
> system perl. I tend to use the version that the perl project considers
> stable. Currently
> v5.22.1 I believe.
>
> Check out perlbrew for a nice easy clean way of installing a independant
> perl version.
>
> Best Regards
>
> Martin
>
>
> On 2016-03-15 15:36, Joseph D. Wagner wrote:
>
>> If you can upgrade to the latest version of CentOS 7, you'll get perl
>> 5.16.
>>
>> Joseph D. Wagner
>>
>> On 2016-03-15 03:06, Boris Epstein wrote:
>>
>> Hi Peter,
>>>
>>> Thanks, I saw that.
>>>
>>> I was wondering what the benefits and general experience was of
>>> those who used later versions of Perl 5 or Perl 6 vs 5.10.1. Just
>>> trying to see if it was a worthwhile exercize trying to upgrade -
>>> which on Centos did not seem to be trivial.
>>>
>>> Cheers,
>>>
>>> Boris.
>>>
>>> On Tue, Mar 15, 2016 at 4:27 AM, Peter Viskup <skupko.sk at gmail.com>
>>> wrote:
>>>
>>> Hello Boris,
>>>> from readme [1] on github it is obvious the RT needs Perl as of
>>>> version 5.10.1 and above. Readme file from 4.4 version has the
>>>> same
>>>> list of requirements.
>>>> Some RT modules may have their own dependencies. You need to check
>>>> them.
>>>>
>>>> [1] https://github.com/bestpractical/rt
>>>>
>>>> --
>>>> Peter Viskup
>>>>
>>>> On Mon, Mar 14, 2016 at 4:33 PM, Boris Epstein
>>>> <borepstein at gmail.com> wrote:
>>>>
>>>>> Hello all,
>>>>>
>>>>> I am about to upgrade my RT 4.2 to v4.4 on a CentOS 6 machine.
>>>>>
>>>> It appears
>>>>
>>>>> that Perl 5.1 is barely adequate. What is the recommended
>>>>>
>>>> version of Perl
>>>>
>>>>> for this setup?
>>>>>
>>>>> Thanks.
>>>>>
>>>>> Cheers,
>>>>>
>>>>> Boris.
>>>>>
>>>>>
>>>> ---------
>>>>> RT 4.4 and RTIR Training Sessions
>>>>>
>>>> https://bestpractical.com/training
>>>>
>>>>> * Washington DC - May 23 & 24, 2016
>>>>>
>>>>>
>>> ---------
>>> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
>>> * Washington DC - May 23 & 24, 2016
>>>
>>
>> ---------
>> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
>> * Washington DC - May 23 & 24, 2016
>>
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016
>
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From jbrandt at bestpractical.com  Wed Mar 16 10:58:52 2016
From: jbrandt at bestpractical.com (Jim Brandt)
Date: Wed, 16 Mar 2016 15:58:52 +0100
Subject: [rt-users] Order of multiple transactions in request
In-Reply-To: <CAOLfK3VfsgXPaTjQpb+Ln2vp_pNpJA7FZQzfT3kAB_4UASt+Jw@mail.gmail.com>
References: <CANJKhMfEZAWRj33uDNXaeuCtDk68aQuWcgLKJbnkrtvEwrAO+w@mail.gmail.com>
 <CAOLfK3WN2AK9MtV1jtYcTjCBZNDQGiG4F7UGc3fsXpB3F4ek-w@mail.gmail.com>
 <CAOLfK3VxTVuZQMqE43jdt3GGRS2twB1YZBj=6MHWOK72hBG-tA@mail.gmail.com>
 <CANJKhMc05-+GzmknDS6CxNHyQ0J+JXV_u=qJ=O_w8a6eaYu3sA@mail.gmail.com>
 <CAOLfK3VfsgXPaTjQpb+Ln2vp_pNpJA7FZQzfT3kAB_4UASt+Jw@mail.gmail.com>
Message-ID: <56E974AC.2030100@bestpractical.com>


On 3/14/16 7:29 PM, Matt Zagrabelny wrote:
> On Mon, Mar 14, 2016 at 1:25 PM, Marcos Orallo <m_orallo at yahoo.es> wrote:
>
>>> https://metacpan.org/pod/RT::Extension::AjaxPreviewScrips
>> I understand this was integrated into 4.4 core?
> @BPS,
>
> Can you confirm the merge of AjaxPreviewScrips in 4.4?
Yes, this appears to be the commit that pulled in that code:

https://github.com/bestpractical/rt/commit/098c568f



From jerome at ibt.unam.mx  Wed Mar 16 12:30:05 2016
From: jerome at ibt.unam.mx (Jerome)
Date: Wed, 16 Mar 2016 10:30:05 -0600
Subject: [rt-users] which Perl version should one use with RT 4.4 on CentOS 6
Message-ID: <56E98A0D.90008@ibt.unam.mx>

Dear Cris Groome,

You've wrote this answer:

"I upvote Martin's answer. He gave you the version and the proper 
technique to achieving it."

Would you be nice to send me too your "howto" about specific perl 
install for RT?

Regards.


-- 
-- J?r?me
Be yourself; everyone else is already taken.
      (Oscar Wilde)


From martin.wheldon at greenhills-it.co.uk  Wed Mar 16 12:44:01 2016
From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon)
Date: Wed, 16 Mar 2016 16:44:01 +0000
Subject: [rt-users] Fwd: which Perl version should one use with RT 4.4 on
 CentOS 6
In-Reply-To: <56E98A0D.90008@ibt.unam.mx>
References: <56E98A0D.90008@ibt.unam.mx>
Message-ID: <c3c0f1b8385bcfe1bf5e30b79429349e@mail.greenhills-it.co.uk>

Hi Jerome,

The following google search came back with a tutorial which pretty much
describes the type of perl brew install that I carry out for RT.

perlbrew "request tracker" howto

Best Regards

Martin

-------- Original Message --------
Subject: [rt-users] which Perl version should one use with RT 4.4 on 
CentOS 6
Date: 2016-03-16 16:30
 From: Jerome <jerome at ibt.unam.mx>
To: rt-users at lists.bestpractical.com

Dear Cris Groome,

You've wrote this answer:

"I upvote Martin's answer. He gave you the version and the proper 
technique to achieving it."

Would you be nice to send me too your "howto" about specific perl 
install for RT?

Regards.


From hescobar at afslc.com  Wed Mar 16 13:01:35 2016
From: hescobar at afslc.com (Hugo Escobar)
Date: Wed, 16 Mar 2016 13:01:35 -0400
Subject: [rt-users] scrip to detect attached zip files
In-Reply-To: <CAA5FCo0Tp2GybFmp4T1VqJpgWWv-=o5MPxmswewe6pfEzdBV5w@mail.gmail.com>
References: <CAA5FCo0Tp2GybFmp4T1VqJpgWWv-=o5MPxmswewe6pfEzdBV5w@mail.gmail.com>
Message-ID: <CAA5FCo2Jy45FeVtLL0CkiYqob9bzd2hLwtMie8q9_KYLKMC4QA@mail.gmail.com>

Update:
The following lines work exactly as I expect:

use Data::Dumper;

my $tobj = $self->TransactionObj;
my $atts = $tobj->Attachments;

my $attachment = $self->TransactionObj->Attachments->Next;
if (!$attachment) {
    return 0;
}

my $content = Dumper($attachment->ContentAsMIME(Children=>1));
if ($content=~/ name\=\".*?\.zip\"/i) {
    $RT::Logger->info("message has a zip file");
} else {
    $RT::Logger->info("no zip file");
}
return 1;

However, this doesn't look like a good solution


In an attempt to use the API directly, I tried the following:

https://docs.bestpractical.com/rt/4.2.12/RT/Attachment.html#Filename
https://docs.bestpractical.com/rt/4.2.12/RT/Transaction.html#Attachments

while(my $attachment = $self->TransactionObj->Attachments->Next) {
$RT::Logger->info($attachment->FileName);
}

But got this in the log file:

[Wed Mar 16 16:47:07 2016] [error]: Scrip 34 Commit failed:
RT::Attachment::FileName Unimplemented in RT::Action::UserDefined. ((eval
652) line 2)

?any ideas?

Thanks in advance?

?PS:
our installation:
Centos 6.6/MySql/Apache+mod_perl
RT 4.2?.9


On Tue, Mar 15, 2016 at 7:04 PM, Hugo Escobar <hescobar at afslc.com> wrote:

> Hi,
>
> I need to detect if a zip file has been attached to a ticket at
> creation time and also at 'comment' or 'correspond' time.
>
> My idea to solve this is to extract the attachments and then parse
> the content.
>
> I think the best route for this would be:
>
>  TransactionObj->Attachments->Next ...
>       ContentAsMIME(Children=>1)
>
> Since MIME entities can themselves contain other entities,
> I think I'm going to need a recursive function ...
>
> Basically what I'd like is a few words of advice. I think I can
> come up with a solution but perhaps there's a simpler path I'm overlooking
> or I'm not aware of.
>
> ?Thanks in advance?,
>



-- 
Regards,

Hugo Escobar

<http://www.associationfinancialservices.com/>

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
<http://www.facebook.com/pages/Miami-FL/ASSOCIATION-FINANCIAL/64952991864>
<http://www.linkedin.com/companies/1006276>

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.*
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From jbrandt at bestpractical.com  Wed Mar 16 13:02:32 2016
From: jbrandt at bestpractical.com (Jim Brandt)
Date: Wed, 16 Mar 2016 18:02:32 +0100
Subject: [rt-users] Fwd: which Perl version should one use with RT 4.4
 on CentOS 6
In-Reply-To: <c3c0f1b8385bcfe1bf5e30b79429349e@mail.greenhills-it.co.uk>
References: <56E98A0D.90008@ibt.unam.mx>
 <c3c0f1b8385bcfe1bf5e30b79429349e@mail.greenhills-it.co.uk>
Message-ID: <56E991A8.9050105@bestpractical.com>

There is info on options for installing perl in the RT documentation too:

https://docs.bestpractical.com/rt/4.4.0/rt_perl.html

On 3/16/16 5:44 PM, Martin Wheldon wrote:
> Hi Jerome,
>
> The following google search came back with a tutorial which pretty much
> describes the type of perl brew install that I carry out for RT.
>
> perlbrew "request tracker" howto
>
> Best Regards
>
> Martin
>
> -------- Original Message --------
> Subject: [rt-users] which Perl version should one use with RT 4.4 on 
> CentOS 6
> Date: 2016-03-16 16:30
> From: Jerome <jerome at ibt.unam.mx>
> To: rt-users at lists.bestpractical.com
>
> Dear Cris Groome,
>
> You've wrote this answer:
>
> "I upvote Martin's answer. He gave you the version and the proper 
> technique to achieving it."
>
> Would you be nice to send me too your "howto" about specific perl 
> install for RT?
>
> Regards.
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016



From jerome at ibt.unam.mx  Wed Mar 16 13:55:31 2016
From: jerome at ibt.unam.mx (Jerome)
Date: Wed, 16 Mar 2016 11:55:31 -0600
Subject: [rt-users] Fwd: which Perl version should one use with RT 4.4
 on CentOS 6
In-Reply-To: <56E991A8.9050105@bestpractical.com>
References: <56E98A0D.90008@ibt.unam.mx>
 <c3c0f1b8385bcfe1bf5e30b79429349e@mail.greenhills-it.co.uk>
 <56E991A8.9050105@bestpractical.com>
Message-ID: <56E99E13.2040502@ibt.unam.mx>

Dear Martin, Jim

You're right. Thanks for the link !

Regards

Le 16/03/2016 11:02, Jim Brandt a ?crit :
> There is info on options for installing perl in the RT documentation too:
>
> https://docs.bestpractical.com/rt/4.4.0/rt_perl.html
>
> On 3/16/16 5:44 PM, Martin Wheldon wrote:
>> Hi Jerome,
>>
>> The following google search came back with a tutorial which pretty much
>> describes the type of perl brew install that I carry out for RT.
>>
>> perlbrew "request tracker" howto
>>
>> Best Regards
>>
>> Martin
>>
>> -------- Original Message --------
>> Subject: [rt-users] which Perl version should one use with RT 4.4 on
>> CentOS 6
>> Date: 2016-03-16 16:30
>> From: Jerome <jerome at ibt.unam.mx>
>> To: rt-users at lists.bestpractical.com
>>
>> Dear Cris Groome,
>>
>> You've wrote this answer:
>>
>> "I upvote Martin's answer. He gave you the version and the proper
>> technique to achieving it."
>>
>> Would you be nice to send me too your "howto" about specific perl
>> install for RT?
>>
>> Regards.
>> ---------
>> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
>> * Washington DC - May 23 & 24, 2016
>
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016


-- 
-- J?r?me
Les cimeti?res sont pleins de gens irrempla?ables.
	(Alphonse Allais)


From jannae at nyu.edu  Wed Mar 16 22:11:29 2016
From: jannae at nyu.edu (Jannae Jacks)
Date: Wed, 16 Mar 2016 22:11:29 -0400
Subject: [rt-users] scrip to detect attached zip files
In-Reply-To: <CAA5FCo2Jy45FeVtLL0CkiYqob9bzd2hLwtMie8q9_KYLKMC4QA@mail.gmail.com>
References: <CAA5FCo0Tp2GybFmp4T1VqJpgWWv-=o5MPxmswewe6pfEzdBV5w@mail.gmail.com>
 <CAA5FCo2Jy45FeVtLL0CkiYqob9bzd2hLwtMie8q9_KYLKMC4QA@mail.gmail.com>
Message-ID: <CAHYk17FkLf6P0aUSerchAPFJ5chtNvS2PnDJsh+38PSRPCuDew@mail.gmail.com>

Hi Hugo,

The N in Filename is not capitalized in the docs. Try lowercase?

ttps://docs.bestpractical.com/rt/4.4.0/RT/Attachment.html#Filename

Like so:

while(my $attachment = $self->TransactionObj->Attachments->Next) {
$RT::Logger->info($attachment->Filename);
}



On Wed, Mar 16, 2016 at 1:01 PM, Hugo Escobar <hescobar at afslc.com> wrote:

> Update:
> The following lines work exactly as I expect:
>
> use Data::Dumper;
>
> my $tobj = $self->TransactionObj;
> my $atts = $tobj->Attachments;
>
> my $attachment = $self->TransactionObj->Attachments->Next;
> if (!$attachment) {
>     return 0;
> }
>
> my $content = Dumper($attachment->ContentAsMIME(Children=>1));
> if ($content=~/ name\=\".*?\.zip\"/i) {
>     $RT::Logger->info("message has a zip file");
> } else {
>     $RT::Logger->info("no zip file");
> }
> return 1;
>
> However, this doesn't look like a good solution
>
>
> In an attempt to use the API directly, I tried the following:
>
> https://docs.bestpractical.com/rt/4.2.12/RT/Attachment.html#Filename
> https://docs.bestpractical.com/rt/4.2.12/RT/Transaction.html#Attachments
>
> while(my $attachment = $self->TransactionObj->Attachments->Next) {
> $RT::Logger->info($attachment->FileName);
> }
>
> But got this in the log file:
>
> [Wed Mar 16 16:47:07 2016] [error]: Scrip 34 Commit failed:
> RT::Attachment::FileName Unimplemented in RT::Action::UserDefined. ((eval
> 652) line 2)
>
> ?any ideas?
>
> Thanks in advance?
>
> ?PS:
> our installation:
> Centos 6.6/MySql/Apache+mod_perl
> RT 4.2?.9
>
>
> On Tue, Mar 15, 2016 at 7:04 PM, Hugo Escobar <hescobar at afslc.com> wrote:
>
>> Hi,
>>
>> I need to detect if a zip file has been attached to a ticket at
>> creation time and also at 'comment' or 'correspond' time.
>>
>> My idea to solve this is to extract the attachments and then parse
>> the content.
>>
>> I think the best route for this would be:
>>
>>  TransactionObj->Attachments->Next ...
>>       ContentAsMIME(Children=>1)
>>
>> Since MIME entities can themselves contain other entities,
>> I think I'm going to need a recursive function ...
>>
>> Basically what I'd like is a few words of advice. I think I can
>> come up with a solution but perhaps there's a simpler path I'm
>> overlooking or I'm not aware of.
>>
>> ?Thanks in advance?,
>>
>
>
>
> --
> Regards,
>
> Hugo Escobar
>
> <http://www.associationfinancialservices.com/>
>
> 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
> <http://www.facebook.com/pages/Miami-FL/ASSOCIATION-FINANCIAL/64952991864>
>    <http://www.linkedin.com/companies/1006276>
>
> 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.*
>
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016
>
>


-- 
Jannae Jacks
Senior Network Security Analyst, Technology Security Services
New York University, Information Technology
726 Broadway, 2nd Floor, New York, NY 10003
http://www.nyu.edu

p: (212) 992.7444 | m: (901) 229.3225
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From hescobar at afslc.com  Wed Mar 16 22:41:29 2016
From: hescobar at afslc.com (Hugo Escobar)
Date: Wed, 16 Mar 2016 22:41:29 -0400
Subject: [rt-users] scrip to detect attached zip files
In-Reply-To: <CAHYk17FkLf6P0aUSerchAPFJ5chtNvS2PnDJsh+38PSRPCuDew@mail.gmail.com>
References: <CAA5FCo0Tp2GybFmp4T1VqJpgWWv-=o5MPxmswewe6pfEzdBV5w@mail.gmail.com>
 <CAA5FCo2Jy45FeVtLL0CkiYqob9bzd2hLwtMie8q9_KYLKMC4QA@mail.gmail.com>
 <CAHYk17FkLf6P0aUSerchAPFJ5chtNvS2PnDJsh+38PSRPCuDew@mail.gmail.com>
Message-ID: <CAA5FCo0RnKAD4BOqfVFgn_1Yxx3RUvsDWW_Nb4PcDxbZOLiK0g@mail.gmail.com>

Thanks Jannae, it works like a charm!

On Wed, Mar 16, 2016 at 10:11 PM, Jannae Jacks <jannae at nyu.edu> wrote:

> Hi Hugo,
>
> The N in Filename is not capitalized in the docs. Try lowercase?
>
> ttps://docs.bestpractical.com/rt/4.4.0/RT/Attachment.html#Filename
>
> Like so:
>
> while(my $attachment = $self->TransactionObj->Attachments->Next) {
> $RT::Logger->info($attachment->Filename);
> }
>
>
>
> On Wed, Mar 16, 2016 at 1:01 PM, Hugo Escobar <hescobar at afslc.com> wrote:
>
>> Update:
>> The following lines work exactly as I expect:
>>
>> use Data::Dumper;
>>
>> my $tobj = $self->TransactionObj;
>> my $atts = $tobj->Attachments;
>>
>> my $attachment = $self->TransactionObj->Attachments->Next;
>> if (!$attachment) {
>>     return 0;
>> }
>>
>> my $content = Dumper($attachment->ContentAsMIME(Children=>1));
>> if ($content=~/ name\=\".*?\.zip\"/i) {
>>     $RT::Logger->info("message has a zip file");
>> } else {
>>     $RT::Logger->info("no zip file");
>> }
>> return 1;
>>
>> However, this doesn't look like a good solution
>>
>>
>> In an attempt to use the API directly, I tried the following:
>>
>> https://docs.bestpractical.com/rt/4.2.12/RT/Attachment.html#Filename
>> https://docs.bestpractical.com/rt/4.2.12/RT/Transaction.html#Attachments
>>
>> while(my $attachment = $self->TransactionObj->Attachments->Next) {
>> $RT::Logger->info($attachment->FileName);
>> }
>>
>> But got this in the log file:
>>
>> [Wed Mar 16 16:47:07 2016] [error]: Scrip 34 Commit failed:
>> RT::Attachment::FileName Unimplemented in RT::Action::UserDefined. ((eval
>> 652) line 2)
>>
>> ?any ideas?
>>
>> Thanks in advance?
>>
>> ?PS:
>> our installation:
>> Centos 6.6/MySql/Apache+mod_perl
>> RT 4.2?.9
>>
>>
>> On Tue, Mar 15, 2016 at 7:04 PM, Hugo Escobar <hescobar at afslc.com> wrote:
>>
>>> Hi,
>>>
>>> I need to detect if a zip file has been attached to a ticket at
>>> creation time and also at 'comment' or 'correspond' time.
>>>
>>> My idea to solve this is to extract the attachments and then parse
>>> the content.
>>>
>>> I think the best route for this would be:
>>>
>>>  TransactionObj->Attachments->Next ...
>>>       ContentAsMIME(Children=>1)
>>>
>>> Since MIME entities can themselves contain other entities,
>>> I think I'm going to need a recursive function ...
>>>
>>> Basically what I'd like is a few words of advice. I think I can
>>> come up with a solution but perhaps there's a simpler path I'm
>>> overlooking or I'm not aware of.
>>>
>>> ?Thanks in advance?,
>>>
>>
>>
>>
>> --
>> Regards,
>>
>> Hugo Escobar
>>
>> <http://www.associationfinancialservices.com/>
>>
>> 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
>> <http://www.facebook.com/pages/Miami-FL/ASSOCIATION-FINANCIAL/64952991864>
>>    <http://www.linkedin.com/companies/1006276>
>>
>> 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.*
>>
>> ---------
>> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
>> * Washington DC - May 23 & 24, 2016
>>
>>
>
>
> --
> Jannae Jacks
> Senior Network Security Analyst, Technology Security Services
> New York University, Information Technology
> 726 Broadway, 2nd Floor, New York, NY 10003
> http://www.nyu.edu
>
> p: (212) 992.7444 | m: (901) 229.3225
>
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016
>
>


-- 
Regards,

Hugo Escobar

<http://www.associationfinancialservices.com/>

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
<http://www.facebook.com/pages/Miami-FL/ASSOCIATION-FINANCIAL/64952991864>
<http://www.linkedin.com/companies/1006276>

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.*
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From coil.key.92 at gmail.com  Thu Mar 17 12:23:44 2016
From: coil.key.92 at gmail.com (Coil Sky)
Date: Thu, 17 Mar 2016 17:23:44 +0100
Subject: [rt-users] Scrip to clean Cc in a ticket
Message-ID: <CAOQKHEdLX-gfsZ+FGztOwMsnW+Rv7GE5JtT=5Ln6Vn4rUfnT1w@mail.gmail.com>

Dear RT users,


We have a RT queue that receive new ticket by email sending and with a lot
of junked Cc adresses
I need your help to write a script that delete all Cc addresses on ticket
creation.


I started thinking about it and did some tests with the following :

Condition: OnCreate
Action: User Defined

Custom condition: return 1;

Custom action preparation code:

use RT::Ticket;
my $ticket = RT::Ticket->new($CurrentUser);
my $CcList = $ticket->CcAddresses ;


$self->TicketObj->DeleteWatcher(Type=>"Cc",Email=> "$CcList");

Custom action cleanup code:  return 1;


If someone has an idea to do it, it would really great

Thanks in advance,

Coil
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From john.bako at nyu.edu  Thu Mar 17 13:28:47 2016
From: john.bako at nyu.edu (John Bako)
Date: Thu, 17 Mar 2016 13:28:47 -0400
Subject: [rt-users] rt-ldapimport user updates failing
Message-ID: <CAN-yL=MG+kVAVtNMKK4a=7U+fY9LyTPbw8LLpZC3yCOj6yh4Ng@mail.gmail.com>

Hi,

rt-dapimport successfully imported users, but user updates fail on
subsequent runs with the following error:

[23104] [Thu Mar 17 17:12:28 2016] [debug]: User xyz123 already exists as
6, updating their data
(/var/www/site_tickets_bio_nyu_edu/rt4/sbin/../lib/RT/LDAPImport.pm:857)
[23104] [Thu Mar 17 17:12:28 2016] [debug]: User Nobody: Can not modify
system users
User Nobody: Can not modify system users
User Nobody: Invalid syntax for email address
(/var/www/site_tickets_bio_nyu_edu/rt4/sbin/../lib/RT/LDAPImport.pm:860)


I'm running the import as root and I can't find a user named "Nobody" in RT
if I wanted to assigned privileges.

Thanks, John

--
John Bako
Manager, Scientific Computing
Department of Biology & Center for Genomics and Systems Biology
New York University
212-998-8207 (office)
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From john.bako at nyu.edu  Thu Mar 17 17:44:32 2016
From: john.bako at nyu.edu (John Bako)
Date: Thu, 17 Mar 2016 17:44:32 -0400
Subject: [rt-users] rt-ldapimport user updates failing
In-Reply-To: <CAN-yL=MG+kVAVtNMKK4a=7U+fY9LyTPbw8LLpZC3yCOj6yh4Ng@mail.gmail.com>
References: <CAN-yL=MG+kVAVtNMKK4a=7U+fY9LyTPbw8LLpZC3yCOj6yh4Ng@mail.gmail.com>
Message-ID: <CAN-yL=MbHQwG=LxVHVDV3gDP+Agvy47K30uShUBiJmH60_T=-w@mail.gmail.com>

Apologies to the list... The problem actually was the mail attribute for a
few users in our active directory.  Thanks anyway, John

--
John Bako
Manager, Scientific Computing
Department of Biology & Center for Genomics and Systems Biology
New York University
212-998-8207 (office)

On Thu, Mar 17, 2016 at 1:28 PM, John Bako <john.bako at nyu.edu> wrote:

> Hi,
>
> rt-dapimport successfully imported users, but user updates fail on
> subsequent runs with the following error:
>
> [23104] [Thu Mar 17 17:12:28 2016] [debug]: User xyz123 already exists as
> 6, updating their data
> (/var/www/site_tickets_bio_nyu_edu/rt4/sbin/../lib/RT/LDAPImport.pm:857)
> [23104] [Thu Mar 17 17:12:28 2016] [debug]: User Nobody: Can not modify
> system users
> User Nobody: Can not modify system users
> User Nobody: Invalid syntax for email address
> (/var/www/site_tickets_bio_nyu_edu/rt4/sbin/../lib/RT/LDAPImport.pm:860)
>
>
> I'm running the import as root and I can't find a user named "Nobody" in
> RT if I wanted to assigned privileges.
>
> Thanks, John
>
> --
> John Bako
> Manager, Scientific Computing
> Department of Biology & Center for Genomics and Systems Biology
> New York University
> 212-998-8207 (office)
>
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From Lionel.Bourn at turner.com  Thu Mar 17 17:23:59 2016
From: Lionel.Bourn at turner.com (Bourn, Lionel)
Date: Thu, 17 Mar 2016 21:23:59 +0000
Subject: [rt-users] subscribe
Message-ID: <BY2PR07MB2454C13A17A2AEC1F04CE771F88B0@BY2PR07MB2454.namprd07.prod.outlook.com>

---

Lionel Bourn, CISSP CISA
Senior Security Analyst
ISO Counter Threat Unit
(o)404-885-4298

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From ktm at rice.edu  Thu Mar 17 16:29:19 2016
From: ktm at rice.edu (ktm at rice.edu)
Date: Thu, 17 Mar 2016 15:29:19 -0500
Subject: [rt-users] PostgreSQL full-text index default type: GiST or GIN
Message-ID: <20160317202918.GS26518@aart.rice.edu>

Hi,

I am working on an upgrade from 3.8.x to 4.4.x and I noticed the
following comment in the UPGRADING-4.2 file:

The full-text indexing defaults for PostgreSQL have changed; GiST is now
the suggested index, as well as storing data in a separate
AttachmentsIndex table.  Both changes improve lookup speed.  For
improved search performance, you may wish to drop existing C<tsvector>
and C<GIN> indexes on C<Attachments>, and re-generate the index using
C<rt-setup-fulltext-index>.

I am curious about the benchmarks you used to make this determination?
In particular, the GIN fastscan option can dramatically improve search
performance in versions 9.4 and above. Here is a nice discussion:

http://blog.pgaddict.com/posts/performance-since-postgresql-7-4-to-9-4-fulltext

In addition, GIN indexes are much smaller in PostgreSQL 9.4 and above.
So I am curious about the data that motivated the change to GiST.

Regards,
Ken


From mzagrabe at d.umn.edu  Thu Mar 17 18:47:50 2016
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Thu, 17 Mar 2016 17:47:50 -0500
Subject: [rt-users] PostgreSQL full-text index default type: GiST or GIN
In-Reply-To: <20160317202918.GS26518@aart.rice.edu>
References: <20160317202918.GS26518@aart.rice.edu>
Message-ID: <CAOLfK3XqZCJ8WhHXWywgzAVvebah=_nWyAynHuSM9Yn5Zs7WUQ@mail.gmail.com>

On Thu, Mar 17, 2016 at 3:29 PM, ktm at rice.edu <ktm at rice.edu> wrote:
> Hi,
>
> I am working on an upgrade from 3.8.x to 4.4.x and I noticed the
> following comment in the UPGRADING-4.2 file:
>
> The full-text indexing defaults for PostgreSQL have changed; GiST is now
> the suggested index, as well as storing data in a separate
> AttachmentsIndex table.  Both changes improve lookup speed.  For
> improved search performance, you may wish to drop existing C<tsvector>
> and C<GIN> indexes on C<Attachments>, and re-generate the index using
> C<rt-setup-fulltext-index>.
>
> I am curious about the benchmarks you used to make this determination?
> In particular, the GIN fastscan option can dramatically improve search
> performance in versions 9.4 and above. Here is a nice discussion:
>
> http://blog.pgaddict.com/posts/performance-since-postgresql-7-4-to-9-4-fulltext
>
> In addition, GIN indexes are much smaller in PostgreSQL 9.4 and above.
> So I am curious about the data that motivated the change to GiST.


Hi Ken,

Here is a correspondence between myself and a BP engineer you  may find helpful:

On Fri, 2013-12-13 at 12:24 -0500, Matt Zagrabelny via RT wrote:
> I've enabled full-text searching on our 4.2 instance.
>
> How often are folks running the sbin/rt-fulltext-indexer to keep the
> index up-to-date?

Since the pg updates are incremental, they are safe to run rather
frequently.  Depending on ticket volume, they've been run anywhere from
every minute to every hour.  Unlike the Sphinx indexes for MySQL,
there's no need to hold back and run them daily.  Indeed, we've
considered updating the Pg index in realtime as attachments are created
-- it's sufficiently fast.

> We are using Pg 9.1 on the backend with GIN indexing. We get ~100
> tickets created per day and I am not sure how many transactions are
> created per day.
>
> Any best practices or anecdotal data would be helpful. Also, how
> "strong" of a default recommendation is the GiST indexing? Am I being
> foolish for choosing GIN?

The GiST recommendation is very much a soft one.  We're not aware of any
particular cases where it has been explicitly required, nor have we done
comprehensive comparisons between the two on RT's data at scale.

---end of email---

There is also some good documentation on the Pg site regarding the
index choices:

http://www.postgresql.org/docs/9.5/static/textsearch-indexes.html

-m

> Regards,
> Ken
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016


From alex at chmrr.net  Fri Mar 18 03:21:13 2016
From: alex at chmrr.net (Alex Vandiver)
Date: Fri, 18 Mar 2016 00:21:13 -0700
Subject: [rt-users] PostgreSQL full-text index default type: GiST or GIN
In-Reply-To: <CAOLfK3XqZCJ8WhHXWywgzAVvebah=_nWyAynHuSM9Yn5Zs7WUQ@mail.gmail.com>
References: <20160317202918.GS26518@aart.rice.edu>
 <CAOLfK3XqZCJ8WhHXWywgzAVvebah=_nWyAynHuSM9Yn5Zs7WUQ@mail.gmail.com>
Message-ID: <20160318002113.73edb56c@thraddash.chmrr.net>

On Thu, 17 Mar 2016 17:47:50 -0500
Matt Zagrabelny <mzagrabe at d.umn.edu> wrote:
> > I am curious about the benchmarks you used to make this determination?
> > In particular, the GIN fastscan option can dramatically improve search
> > performance in versions 9.4 and above. Here is a nice discussion:
> >
> > http://blog.pgaddict.com/posts/performance-since-postgresql-7-4-to-9-4-fulltext
> >
> > In addition, GIN indexes are much smaller in PostgreSQL 9.4 and above.
> > So I am curious about the data that motivated the change to GiST.

You are quite correct; GIN indexes are superior in virtually every
way for our use case.  And the documentation is unfortunately in error;
the default switched in the other direction, from GiST to GIN. See
https://github.com/bestpractical/rt/commit/e103f6da for the actual
behavior change.

This mistake is entirely my fault, and my only excuse for getting it
backwards is that the documentation commit was written several months
after the code was. Apologies!

> Here is a correspondence between myself and a BP engineer you  may find helpful:
> [snip]

That correspondence is out of date; at the time, GiST was the
default, based on no particular research.  The change to default to
GIN was made late 2014/early 2015 after I conducted additional research
on real-world data -- as well as the Postgres documentation, which is
quite clear that static data should use GIN.

You can see the results of that research at
https://chmrr.net/fts-charts/pg.html and
https://chmrr.net/fts-charts/query.html#pg

Those are from performing speed analysis on rebuilding the index on a
clone of Best Practical's own ticketing system, which was taken as
being a representative real-life sample of data.  It was run on
Postgres 9.3, and resulted in the following branch:
https://github.com/bestpractical/rt/compare/1d1ffe44...7c48294a
The last ~7 commits are the most Postgres-specific.

The end result is an indexing engine which, in its default
configuration, indexes data an order of magnitude faster, as well as
provides results an order of magnitude faster.  Wins all around!

I'm happy to supply a patch to fix the documentation, but I suspect
Shawn or someone at BPS will be faster to simply fix it directly. :)
 - Alex


From ktm at rice.edu  Fri Mar 18 08:43:29 2016
From: ktm at rice.edu (ktm at rice.edu)
Date: Fri, 18 Mar 2016 07:43:29 -0500
Subject: [rt-users] PostgreSQL full-text index default type: GiST or GIN
In-Reply-To: <20160318002113.73edb56c@thraddash.chmrr.net>
References: <20160317202918.GS26518@aart.rice.edu>
 <CAOLfK3XqZCJ8WhHXWywgzAVvebah=_nWyAynHuSM9Yn5Zs7WUQ@mail.gmail.com>
 <20160318002113.73edb56c@thraddash.chmrr.net>
Message-ID: <20160318124329.GT26518@aart.rice.edu>

On Fri, Mar 18, 2016 at 12:21:13AM -0700, Alex Vandiver wrote:
> On Thu, 17 Mar 2016 17:47:50 -0500
> Matt Zagrabelny <mzagrabe at d.umn.edu> wrote:
> > > I am curious about the benchmarks you used to make this determination?
> > > In particular, the GIN fastscan option can dramatically improve search
> > > performance in versions 9.4 and above. Here is a nice discussion:
> > >
> > > http://blog.pgaddict.com/posts/performance-since-postgresql-7-4-to-9-4-fulltext
> > >
> > > In addition, GIN indexes are much smaller in PostgreSQL 9.4 and above.
> > > So I am curious about the data that motivated the change to GiST.
> 
> You are quite correct; GIN indexes are superior in virtually every
> way for our use case.  And the documentation is unfortunately in error;
> the default switched in the other direction, from GiST to GIN. See
> https://github.com/bestpractical/rt/commit/e103f6da for the actual
> behavior change.
> 
Hi Alex,

I am glad to find out it is only a documentation problem. I had not had a
chance to look at the actual code yet.

Regards,
Ken


From chris.groome at moodmedia.com  Fri Mar 18 10:11:41 2016
From: chris.groome at moodmedia.com (Chris Groome)
Date: Fri, 18 Mar 2016 10:11:41 -0400
Subject: [rt-users] which Perl version should one use with RT 4.4 on
 CentOS 6
In-Reply-To: <56E98A0D.90008@ibt.unam.mx>
References: <56E98A0D.90008@ibt.unam.mx>
Message-ID: <CAGSEHhfYn=72d+EyCBrVE6Q3ZVpCQTe+EkWLiWUwV_Wb8vLV0A@mail.gmail.com>

Hi Jerome,
First I want to apologize. I do not check my 'lists' every day. I hope you
have already found your answer by now. If not,,,
For my install I had a museum piece server and yet, its used every day. So
they need new HW and OS but old DB SW for a quick transition rather than
importing the data into a new ver install.(there done with background)
So new HW with centOS 6.5 using the std perl-5.10.1-136.el6.x86_64
but running rt-3.8.4
The key for my install was resolving dependencies by running the following:
perl sbin/rt-test-dependencies --with-postgres --with-modperl1 --install
(30min later the command finished with the following issues)
------------------------------------------------------------
I saw messages like this too: Warning: Prerequisite 'Exception::Class =>
1.15' for 'DROLSKY/HTML-Mason-1.56.tar.gz' failed when processing
'DROLSKY/Exception-Class-1.40.tar.gz' with 'make_test => NO'. Continuing,
but chances to succeed are limited.
and this: Syntax error on line 1046 of /usr/local/apache/conf/httpd.conf:
Can't locate RT/Extension/ForkTicket.pm in @INC (@INC contains:
It could not locate it because it was not on the server
------------------------------------------------------------
So with the above and below messages I knew I had a pyramid of dependencies
to resolve and I needed to start with the smallest and work my way to the
very top  installing them all. It took a small time really to get them all.
------------------------------------------------------------
Install module Net::Server
Net::Server is up to date (2.008).

SOME DEPENDENCIES WERE MISSING. <==and by the way some of the missing had
missing for them too.
ICAL missing dependencies:
        Data::ICal...MISSING
MAILGATE missing dependencies:
        HTML::FormatText...MISSING
STANDALONE missing dependencies:
        HTTP::Server::Simple >= 0.34...MISSING
        HTTP::Server::Simple::Mason >= 0.09...MISSING
GPG missing dependencies:
        GnuPG::Interface...MISSING
POSTGRESQL missing dependencies:
        DBD::Pg >= 1.43...MISSING
CORE missing dependencies:
        HTML::Scrubber >= 0.08...MISSING
MASON missing dependencies:
        HTML::Mason >= 1.36...MISSING
http://perldoc.perl.org/perlmodinstall.html <==Read this for installing Dep
I hope this helps.
Sincerely, Chris


On Wed, Mar 16, 2016 at 12:30 PM, Jerome <jerome at ibt.unam.mx> wrote:

> Dear Cris Groome,
>
> You've wrote this answer:
>
> "I upvote Martin's answer. He gave you the version and the proper
> technique to achieving it."
>
> Would you be nice to send me too your "howto" about specific perl install
> for RT?
>
> Regards.
>
>
> --
> -- J?r?me
> Be yourself; everyone else is already taken.
>      (Oscar Wilde)
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016
>
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From phanousk at civ.zcu.cz  Mon Mar 21 06:25:59 2016
From: phanousk at civ.zcu.cz (Petr Hanousek)
Date: Mon, 21 Mar 2016 11:25:59 +0100
Subject: [rt-users] outgoing email signing - S/MIME x GnuPG
Message-ID: <56EFCC37.4030606@civ.zcu.cz>

Hello all,
I've got a feature request here. Could be please added the possibility
to configure signing an outgoing email on queue basis rather than for
whole RT instance? There are some users in our system who use GnuPG and
some who need S/MIME. And RT::Crypt documentation (even for version 4.4)
says, that "RT can currently only use one protocol to encrypt and sign
outgoing email; this defaults to the first enabled protocol."
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 zux at pie-dabas.net  Mon Mar 21 06:25:20 2016
From: zux at pie-dabas.net (zux)
Date: Mon, 21 Mar 2016 12:25:20 +0200
Subject: [rt-users] RT worklfow with approvers, chosen from list
Message-ID: <56EFCC10.50303@pie-dabas.net>

Hi,
i have been trying to create a workflow, i'll try to describe it here:
User A from group HR creates a new ticket in queue "New employee".
User A chooses a value from a custom field called "Manager", this is a 
"Select one value" custom field with a drop down.
The values in custom field "Manager" are usernames of managers.
Now i would like to create an approval ticket, with owner - custom field 
"Manager" value.

I have tried, without success, this code in template:

===Create-Ticket: Jauns Darbinieks
Subject: New employee  {$Tickets{'TOP'}->Subject}
Depended-On-By: {$Tickets{'TOP'}->Id}
Queue: ___Approvals
Type: approval
Owner: {$Ticket{TOP}->FirstCustomFieldValue('Manager')}

I get this error:
Owner: Can't call method "FirstCustomFieldValue" on an undefined value 
at template line 6.

How do i correctly forward the value of that custom field?

The question also relates to the next part of my workflow. After the 
manager approves the ticket, i would like to create 2-3 more tickets. 
And each one of them would need to get some custom fields from the 
parent ticket (but not all)
something like this - It would get a ticket with the username and what 
computer should be given
security would also get a ticket with info about access restrictions
accounting would get some other info, that security and it should not be 
able to see

How do i correctly forward these custom fields to children tickets?


From martin.wheldon at greenhills-it.co.uk  Mon Mar 21 07:08:01 2016
From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon)
Date: Mon, 21 Mar 2016 11:08:01 +0000
Subject: [rt-users] RT worklfow with approvers, chosen from list
In-Reply-To: <56EFCC10.50303@pie-dabas.net>
References: <56EFCC10.50303@pie-dabas.net>
Message-ID: <b48a84297bd2ffb7173c692f80eac055@mail.greenhills-it.co.uk>

Hi Janus,

Details of how to do this can be found in the documentation:

https://docs.bestpractical.com/rt/4.4.0/RT/Ticket.html#LoadCustomFieldByIdentifier

You need to load the custom field before accessing its value,
something like the following should work. Not tested I'm afraid.

my $cf = $Ticket{TOP}->LoadCustomFieldByIdentifier("Manager");
Owner: {$Ticket{TOP}}->FirstCustomFieldValue($cf->Name)}


Best Regards

Martin

On 2016-03-21 10:25, zux wrote:
> Hi,
> i have been trying to create a workflow, i'll try to describe it here:
> User A from group HR creates a new ticket in queue "New employee".
> User A chooses a value from a custom field called "Manager", this is a
> "Select one value" custom field with a drop down.
> The values in custom field "Manager" are usernames of managers.
> Now i would like to create an approval ticket, with owner - custom
> field "Manager" value.
> 
> I have tried, without success, this code in template:
> 
> ===Create-Ticket: Jauns Darbinieks
> Subject: New employee  {$Tickets{'TOP'}->Subject}
> Depended-On-By: {$Tickets{'TOP'}->Id}
> Queue: ___Approvals
> Type: approval
> Owner: {$Ticket{TOP}->FirstCustomFieldValue('Manager')}
> 
> I get this error:
> Owner: Can't call method "FirstCustomFieldValue" on an undefined value
> at template line 6.
> 
> How do i correctly forward the value of that custom field?
> 
> The question also relates to the next part of my workflow. After the
> manager approves the ticket, i would like to create 2-3 more tickets.
> And each one of them would need to get some custom fields from the
> parent ticket (but not all)
> something like this - It would get a ticket with the username and what
> computer should be given
> security would also get a ticket with info about access restrictions
> accounting would get some other info, that security and it should not
> be able to see
> 
> How do i correctly forward these custom fields to children tickets?
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016


From jbrandt at bestpractical.com  Mon Mar 21 09:22:00 2016
From: jbrandt at bestpractical.com (Jim Brandt)
Date: Mon, 21 Mar 2016 09:22:00 -0400
Subject: [rt-users] RT worklfow with approvers, chosen from list
In-Reply-To: <56EFCC10.50303@pie-dabas.net>
References: <56EFCC10.50303@pie-dabas.net>
Message-ID: <56EFF578.3040909@bestpractical.com>

Looks like that line has $Ticket{TOP} rather than $Tickets{'TOP'} like 
the others. The quotes shouldn't matter, but the missing 's' definitely 
does.

On 3/21/16 6:25 AM, zux wrote:
> Hi,
> i have been trying to create a workflow, i'll try to describe it here:
> User A from group HR creates a new ticket in queue "New employee".
> User A chooses a value from a custom field called "Manager", this is a 
> "Select one value" custom field with a drop down.
> The values in custom field "Manager" are usernames of managers.
> Now i would like to create an approval ticket, with owner - custom 
> field "Manager" value.
>
> I have tried, without success, this code in template:
>
> ===Create-Ticket: Jauns Darbinieks
> Subject: New employee  {$Tickets{'TOP'}->Subject}
> Depended-On-By: {$Tickets{'TOP'}->Id}
> Queue: ___Approvals
> Type: approval
> Owner: {$Ticket{TOP}->FirstCustomFieldValue('Manager')}
>
> I get this error:
> Owner: Can't call method "FirstCustomFieldValue" on an undefined value 
> at template line 6.
>
> How do i correctly forward the value of that custom field?
>
> The question also relates to the next part of my workflow. After the 
> manager approves the ticket, i would like to create 2-3 more tickets. 
> And each one of them would need to get some custom fields from the 
> parent ticket (but not all)
> something like this - It would get a ticket with the username and what 
> computer should be given
> security would also get a ticket with info about access restrictions
> accounting would get some other info, that security and it should not 
> be able to see
>
> How do i correctly forward these custom fields to children tickets?
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016



From zux at pie-dabas.net  Mon Mar 21 10:23:18 2016
From: zux at pie-dabas.net (zux)
Date: Mon, 21 Mar 2016 16:23:18 +0200
Subject: [rt-users] Fwd: Re:  RT worklfow with approvers, chosen from list
In-Reply-To: <56EFE1DA.8070807@pie-dabas.net>
References: <56EFE1DA.8070807@pie-dabas.net>
Message-ID: <56F003D6.4010406@pie-dabas.net>

Sorry, accidentally answered to Martin privately.



-------- Forwarded Message --------
Subject: 	Re: [rt-users] RT worklfow with approvers, chosen from list
Date: 	Mon, 21 Mar 2016 13:58:18 +0200
From: 	zux <zux at pie-dabas.net>
To: 	martin.wheldon at greenhills-it.co.uk



Hi, sorry if i'm missing something simple here.
I tried your suggestions
this

my $cf = $Ticket{TOP}->LoadCustomFieldByIdentifier("Manager");

gave me an error when saving template:

Couldn't compile template codeblock 'TOP': Bareword "TOP" not allowed
while "strict subs" in use at template line 2

So I tried adding {}

$cf = {$Ticket{TOP}->LoadCustomFieldByIdentifier("Manager")};

this one I could save, bet when creating a ticket, it gave this error in
log:

[10174] [Mon Mar 21 11:53:36 2016] [debug]: Workflow: yielding $cf =
Can't call method "LoadCustomFieldByIdentifier" on an undefined value at
template line 1.

Am i missing something?

Thanks


On 2016.03.21. 13:08, Martin Wheldon wrote:
> Hi Janus,
>
> Details of how to do this can be found in the documentation:
>
> https://docs.bestpractical.com/rt/4.4.0/RT/Ticket.html#LoadCustomFieldByIdentifier
>
>
> You need to load the custom field before accessing its value,
> something like the following should work. Not tested I'm afraid.
>
> my $cf = $Ticket{TOP}->LoadCustomFieldByIdentifier("Manager");
> Owner: {$Ticket{TOP}}->FirstCustomFieldValue($cf->Name)}
>
>
> Best Regards
>
> Martin
>
> On 2016-03-21 10:25, zux wrote:
>> Hi,
>> i have been trying to create a workflow, i'll try to describe it here:
>> User A from group HR creates a new ticket in queue "New employee".
>> User A chooses a value from a custom field called "Manager", this is a
>> "Select one value" custom field with a drop down.
>> The values in custom field "Manager" are usernames of managers.
>> Now i would like to create an approval ticket, with owner - custom
>> field "Manager" value.
>>
>> I have tried, without success, this code in template:
>>
>> ===Create-Ticket: Jauns Darbinieks
>> Subject: New employee  {$Tickets{'TOP'}->Subject}
>> Depended-On-By: {$Tickets{'TOP'}->Id}
>> Queue: ___Approvals
>> Type: approval
>> Owner: {$Ticket{TOP}->FirstCustomFieldValue('Manager')}
>>
>> I get this error:
>> Owner: Can't call method "FirstCustomFieldValue" on an undefined value
>> at template line 6.
>>
>> How do i correctly forward the value of that custom field?
>>
>> The question also relates to the next part of my workflow. After the
>> manager approves the ticket, i would like to create 2-3 more tickets.
>> And each one of them would need to get some custom fields from the
>> parent ticket (but not all)
>> something like this - It would get a ticket with the username and what
>> computer should be given
>> security would also get a ticket with info about access restrictions
>> accounting would get some other info, that security and it should not
>> be able to see
>>
>> How do i correctly forward these custom fields to children tickets?
>> ---------
>> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
>> * Washington DC - May 23 & 24, 2016
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016



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From zux at pie-dabas.net  Mon Mar 21 10:28:10 2016
From: zux at pie-dabas.net (zux)
Date: Mon, 21 Mar 2016 16:28:10 +0200
Subject: [rt-users] RT worklfow with approvers, chosen from list
In-Reply-To: <56EFF578.3040909@bestpractical.com>
References: <56EFCC10.50303@pie-dabas.net> <56EFF578.3040909@bestpractical.com>
Message-ID: <56F004FA.3000802@pie-dabas.net>

Thanks, this worked like a charm. Can't believe I spent almost a day 
dancing around this...

Is there a way I can create 3 more children tickets after the approval 
and transfer some of the custom fields to those child tickets?

On 2016.03.21. 15:22, Jim Brandt wrote:
> Looks like that line has $Ticket{TOP} rather than $Tickets{'TOP'} like 
> the others. The quotes shouldn't matter, but the missing 's' 
> definitely does.
>
> On 3/21/16 6:25 AM, zux wrote:
>> Hi,
>> i have been trying to create a workflow, i'll try to describe it here:
>> User A from group HR creates a new ticket in queue "New employee".
>> User A chooses a value from a custom field called "Manager", this is 
>> a "Select one value" custom field with a drop down.
>> The values in custom field "Manager" are usernames of managers.
>> Now i would like to create an approval ticket, with owner - custom 
>> field "Manager" value.
>>
>> I have tried, without success, this code in template:
>>
>> ===Create-Ticket: Jauns Darbinieks
>> Subject: New employee  {$Tickets{'TOP'}->Subject}
>> Depended-On-By: {$Tickets{'TOP'}->Id}
>> Queue: ___Approvals
>> Type: approval
>> Owner: {$Ticket{TOP}->FirstCustomFieldValue('Manager')}
>>
>> I get this error:
>> Owner: Can't call method "FirstCustomFieldValue" on an undefined 
>> value at template line 6.
>>
>> How do i correctly forward the value of that custom field?
>>
>> The question also relates to the next part of my workflow. After the 
>> manager approves the ticket, i would like to create 2-3 more tickets. 
>> And each one of them would need to get some custom fields from the 
>> parent ticket (but not all)
>> something like this - It would get a ticket with the username and 
>> what computer should be given
>> security would also get a ticket with info about access restrictions
>> accounting would get some other info, that security and it should not 
>> be able to see
>>
>> How do i correctly forward these custom fields to children tickets?
>> ---------
>> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
>> * Washington DC - May 23 & 24, 2016
>
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016



From jesse at bywatersolutions.com  Mon Mar 21 15:09:56 2016
From: jesse at bywatersolutions.com (Jesse Maseto)
Date: Mon, 21 Mar 2016 15:09:56 -0400
Subject: [rt-users] Replying to the same ticket at same time.
Message-ID: <CABV14nMfO549aHCrf8zmBNG_upZ6acWNWO5T1hVPjA8W+48NLA@mail.gmail.com>

Scenario: Two different employees are working on and replying to the same
ticket at the same time.

Is there a way to send a notification that this ticket has already been
replied to before the second reply is sent? or while the second employee
has the ticket open?

Thank you for your help.

-Jesse Maseto

--------------------
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
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From mzagrabe at d.umn.edu  Mon Mar 21 15:12:59 2016
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Mon, 21 Mar 2016 14:12:59 -0500
Subject: [rt-users] Replying to the same ticket at same time.
In-Reply-To: <CABV14nMfO549aHCrf8zmBNG_upZ6acWNWO5T1hVPjA8W+48NLA@mail.gmail.com>
References: <CABV14nMfO549aHCrf8zmBNG_upZ6acWNWO5T1hVPjA8W+48NLA@mail.gmail.com>
Message-ID: <CAOLfK3WeRNQxueghueBCn1ew7V2JcSiF5sER89X4TPYjxhAvCw@mail.gmail.com>

On Mon, Mar 21, 2016 at 2:09 PM, Jesse Maseto
<jesse at bywatersolutions.com> wrote:
> Scenario: Two different employees are working on and replying to the same
> ticket at the same time.
>
> Is there a way to send a notification that this ticket has already been
> replied to before the second reply is sent? or while the second employee has
> the ticket open?

You could grant ReplyTo to only the Owner and Requestors of the ticket.

Sometimes Owner can be used as a mutex for the ticket.

-m


From bparish at cognex.com  Mon Mar 21 15:48:59 2016
From: bparish at cognex.com (Parish, Brent)
Date: Mon, 21 Mar 2016 19:48:59 +0000
Subject: [rt-users] Replying to the same ticket at same time.
In-Reply-To: <CAOLfK3WeRNQxueghueBCn1ew7V2JcSiF5sER89X4TPYjxhAvCw@mail.gmail.com>
References: <CABV14nMfO549aHCrf8zmBNG_upZ6acWNWO5T1hVPjA8W+48NLA@mail.gmail.com>
 <CAOLfK3WeRNQxueghueBCn1ew7V2JcSiF5sER89X4TPYjxhAvCw@mail.gmail.com>
Message-ID: <d0b79b5257ea443c91754fbf3d70d423@USNAEXCP1.pc.cognex.com>

4.4 offers a "ticket locked" message that you can leverage


-----Original Message-----
From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Matt Zagrabelny
Sent: Monday, March 21, 2016 3:13 PM
To: Jesse Maseto <jesse at bywatersolutions.com>
Cc: rt-users <rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] Replying to the same ticket at same time.

On Mon, Mar 21, 2016 at 2:09 PM, Jesse Maseto <jesse at bywatersolutions.com> wrote:
> Scenario: Two different employees are working on and replying to the 
> same ticket at the same time.
>
> Is there a way to send a notification that this ticket has already 
> been replied to before the second reply is sent? or while the second 
> employee has the ticket open?

You could grant ReplyTo to only the Owner and Requestors of the ticket.

Sometimes Owner can be used as a mutex for the ticket.

-m
---------
RT 4.4 and RTIR Training Sessions https://urldefense.proofpoint.com/v2/url?u=https-3A__bestpractical.com_training&d=CwICAg&c=VCWpAYkS3z1bOCIxc-BPGZarCq9MRCAVxZJE051VqH8&r=luSRdPePk6fhFa3rH2PFBzWEtgcJguY0a__6vpfaX-I&m=rNvi5hnZijpW7PIBzUjRmHwQQIkuCXjyQqVJdxu_C24&s=zsjgWcb5TvEHGXJBv8MsIV1cNPRl0XANpXLe53fOLBw&e=
* Washington DC - May 23 & 24, 2016


From jesse at bywatersolutions.com  Mon Mar 21 16:09:46 2016
From: jesse at bywatersolutions.com (Jesse Maseto)
Date: Mon, 21 Mar 2016 16:09:46 -0400
Subject: [rt-users] Replying to the same ticket at same time.
In-Reply-To: <d0b79b5257ea443c91754fbf3d70d423@USNAEXCP1.pc.cognex.com>
References: <CABV14nMfO549aHCrf8zmBNG_upZ6acWNWO5T1hVPjA8W+48NLA@mail.gmail.com>
 <CAOLfK3WeRNQxueghueBCn1ew7V2JcSiF5sER89X4TPYjxhAvCw@mail.gmail.com>
 <d0b79b5257ea443c91754fbf3d70d423@USNAEXCP1.pc.cognex.com>
Message-ID: <CABV14nNW9ftc5NOqPzVNj4DgaQsLssQ=W1iYxxZ-jN5A3H7KgA@mail.gmail.com>

Thank you both for your help.

-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 Mon, Mar 21, 2016 at 3:48 PM, Parish, Brent <bparish at cognex.com> wrote:

> 4.4 offers a "ticket locked" message that you can leverage
>
>
> -----Original Message-----
> From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On
> Behalf Of Matt Zagrabelny
> Sent: Monday, March 21, 2016 3:13 PM
> To: Jesse Maseto <jesse at bywatersolutions.com>
> Cc: rt-users <rt-users at lists.bestpractical.com>
> Subject: Re: [rt-users] Replying to the same ticket at same time.
>
> On Mon, Mar 21, 2016 at 2:09 PM, Jesse Maseto <jesse at bywatersolutions.com>
> wrote:
> > Scenario: Two different employees are working on and replying to the
> > same ticket at the same time.
> >
> > Is there a way to send a notification that this ticket has already
> > been replied to before the second reply is sent? or while the second
> > employee has the ticket open?
>
> You could grant ReplyTo to only the Owner and Requestors of the ticket.
>
> Sometimes Owner can be used as a mutex for the ticket.
>
> -m
> ---------
> RT 4.4 and RTIR Training Sessions
> https://urldefense.proofpoint.com/v2/url?u=https-3A__bestpractical.com_training&d=CwICAg&c=VCWpAYkS3z1bOCIxc-BPGZarCq9MRCAVxZJE051VqH8&r=luSRdPePk6fhFa3rH2PFBzWEtgcJguY0a__6vpfaX-I&m=rNvi5hnZijpW7PIBzUjRmHwQQIkuCXjyQqVJdxu_C24&s=zsjgWcb5TvEHGXJBv8MsIV1cNPRl0XANpXLe53fOLBw&e=
> * Washington DC - May 23 & 24, 2016
>
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From jvdwege at xs4all.nl  Mon Mar 21 16:27:16 2016
From: jvdwege at xs4all.nl (Joop)
Date: Mon, 21 Mar 2016 21:27:16 +0100
Subject: [rt-users] Replying to the same ticket at same time.
In-Reply-To: <d0b79b5257ea443c91754fbf3d70d423@USNAEXCP1.pc.cognex.com>
References: <CABV14nMfO549aHCrf8zmBNG_upZ6acWNWO5T1hVPjA8W+48NLA@mail.gmail.com>
 <CAOLfK3WeRNQxueghueBCn1ew7V2JcSiF5sER89X4TPYjxhAvCw@mail.gmail.com>
 <d0b79b5257ea443c91754fbf3d70d423@USNAEXCP1.pc.cognex.com>
Message-ID: <56F05924.70409@xs4all.nl>

On 21-3-2016 20:48, Parish, Brent wrote:
> 4.4 offers a "ticket locked" message that you can leverage
>
>
>
Are you referring to core functionality? because I haven't seen that
mentioned in the 4.4 Readme.
I'm aware of the extension RT::Extension::TicketLocking but haven't
tried if its compatible with 4.4.

Regards,

Joop



From bparish at cognex.com  Tue Mar 22 09:22:21 2016
From: bparish at cognex.com (Parish, Brent)
Date: Tue, 22 Mar 2016 13:22:21 +0000
Subject: [rt-users] Replying to the same ticket at same time.
In-Reply-To: <56F05924.70409@xs4all.nl>
References: <CABV14nMfO549aHCrf8zmBNG_upZ6acWNWO5T1hVPjA8W+48NLA@mail.gmail.com>
 <CAOLfK3WeRNQxueghueBCn1ew7V2JcSiF5sER89X4TPYjxhAvCw@mail.gmail.com>
 <d0b79b5257ea443c91754fbf3d70d423@USNAEXCP1.pc.cognex.com>
 <56F05924.70409@xs4all.nl>
Message-ID: <74ed6a628f8044ebb1a343ecec8ca142@USNAEXCP1.pc.cognex.com>

Sorry!  You are quite correct, Joop - I am using that extension (and yes, it is compatible with 4.4 -- or rather I should say that I have not had any issues with it yet) 



-----Original Message-----
From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Joop
Sent: Monday, March 21, 2016 4:27 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Replying to the same ticket at same time.

On 21-3-2016 20:48, Parish, Brent wrote:
> 4.4 offers a "ticket locked" message that you can leverage
>
>
>
Are you referring to core functionality? because I haven't seen that mentioned in the 4.4 Readme.
I'm aware of the extension RT::Extension::TicketLocking but haven't tried if its compatible with 4.4.

Regards,

Joop

---------
RT 4.4 and RTIR Training Sessions https://urldefense.proofpoint.com/v2/url?u=https-3A__bestpractical.com_training&d=CwICAg&c=VCWpAYkS3z1bOCIxc-BPGZarCq9MRCAVxZJE051VqH8&r=luSRdPePk6fhFa3rH2PFBzWEtgcJguY0a__6vpfaX-I&m=_ypzGx1u_Q2g42c8ukF9mQATuoUFsjYD7fUqTycAvL0&s=aQkejwQGP-FlTL9sWXdM3Flw92LG2t-aevnIX7WC_5w&e=
* Washington DC - May 23 & 24, 2016


From raymond.teunissen at kpn.com  Tue Mar 22 09:49:15 2016
From: raymond.teunissen at kpn.com (raymond.teunissen at kpn.com)
Date: Tue, 22 Mar 2016 13:49:15 +0000
Subject: [rt-users] Custom scrip condition
Message-ID: <7B2C1FA6B136524493306522928222690A40FC3A@CPEMS-KPN312.KPNCNL.LOCAL>

Hi,

I'm trying to find a way to add a custom scrip-condition, for when a ticket is merged.
The thing I basically want is that when ticket 1 is merged into ticket 2 (which is closed), it automagically sets the status of ticket 2 to open. I'm running RT 4.2, and I'm not good in Perl. Can anyone help me with the code for the custom condition?

Thanks!
Raymond

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From martin.wheldon at greenhills-it.co.uk  Tue Mar 22 10:25:54 2016
From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon)
Date: Tue, 22 Mar 2016 14:25:54 +0000
Subject: [rt-users] Custom scrip condition
In-Reply-To: <7B2C1FA6B136524493306522928222690A40FC3A@CPEMS-KPN312.KPNCNL.LOCAL>
References: <7B2C1FA6B136524493306522928222690A40FC3A@CPEMS-KPN312.KPNCNL.LOCAL>
Message-ID: <1e351a394afadb2c7aa8178c47412593@mail.greenhills-it.co.uk>

Hi Raymond,

The following plugin may be what you are looking for.

https://metacpan.org/pod/RT::Extension::AdminConditionsAndActions

Best Regards

Martin

On 2016-03-22 13:49, raymond.teunissen at kpn.com wrote:
> Hi,
> 
> I'm trying to find a way to add a custom scrip-condition, for when a
> ticket is merged.
> 
> The thing I basically want is that when ticket 1 is merged into ticket
> 2 (which is closed), it automagically sets the status of ticket 2 to
> open. I'm running RT 4.2, and I'm not good in Perl. Can anyone help me
> with the code for the custom condition?
> 
> Thanks!
> 
> Raymond
> 
> 
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016


From jeffrey.pilant at bayer.com  Tue Mar 22 13:56:46 2016
From: jeffrey.pilant at bayer.com (Jeffrey Pilant)
Date: Tue, 22 Mar 2016 17:56:46 +0000
Subject: [rt-users] Display custom fields in a ticket
Message-ID: <3135BE7DD2D7484C840CDD011A999B7456D67D67@MOXCXR.na.bayer.cnb>

I am a novice at RT.  I was given an instance of RT 3.8.4 to upgrade a while ago.
I upgraded it into RT 4.2.10.  Seemed to be OK.  At least it ran.
Today, months later, I was informed the tickets are not displaying the custom fields that used to be there.
I have confirmed that the field definitions appear to have been copied over.
However, the fields are not showing in the display.

Can someone post stuff for me to check?
I suspect it is something as simple as adding the field to the list of things to show on the display page.
However, I don't know how to do that.

Any help appreciated.

/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
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From jvdwege at xs4all.nl  Tue Mar 22 15:55:22 2016
From: jvdwege at xs4all.nl (Joop)
Date: Tue, 22 Mar 2016 20:55:22 +0100
Subject: [rt-users] Replying to the same ticket at same time.
In-Reply-To: <74ed6a628f8044ebb1a343ecec8ca142@USNAEXCP1.pc.cognex.com>
References: <CABV14nMfO549aHCrf8zmBNG_upZ6acWNWO5T1hVPjA8W+48NLA@mail.gmail.com>
 <CAOLfK3WeRNQxueghueBCn1ew7V2JcSiF5sER89X4TPYjxhAvCw@mail.gmail.com>
 <d0b79b5257ea443c91754fbf3d70d423@USNAEXCP1.pc.cognex.com>
 <56F05924.70409@xs4all.nl>
 <74ed6a628f8044ebb1a343ecec8ca142@USNAEXCP1.pc.cognex.com>
Message-ID: <56F1A32A.90501@xs4all.nl>

On 22-3-2016 14:22, Parish, Brent wrote:

> Sorry!  You are quite correct, Joop - I am using that extension (and yes, it is compatible with 4.4 -- or rather I should say that I have not had any issues with it yet) 
>
No problem. I'm going to try it on a test setup and if it adds to our
workflow implement it in production.

Thanks for confirming,

Joop


PS:
Sorry, missed the reply to list

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From jvdwege at xs4all.nl  Tue Mar 22 16:00:04 2016
From: jvdwege at xs4all.nl (Joop)
Date: Tue, 22 Mar 2016 21:00:04 +0100
Subject: [rt-users] Display custom fields in a ticket
In-Reply-To: <3135BE7DD2D7484C840CDD011A999B7456D67D67@MOXCXR.na.bayer.cnb>
References: <3135BE7DD2D7484C840CDD011A999B7456D67D67@MOXCXR.na.bayer.cnb>
Message-ID: <56F1A444.9020408@xs4all.nl>

On 22-3-2016 18:56, Jeffrey Pilant wrote:
>
> I am a novice at RT.  I was given an instance of RT 3.8.4 to upgrade a
> while ago.
>
> I upgraded it into RT 4.2.10.  Seemed to be OK.  At least it ran.
>
> Today, months later, I was informed the tickets are not displaying the
> custom fields that used to be there.
>
> I have confirmed that the field definitions appear to have been copied
> over.
>
> However, the fields are not showing in the display.
>
>  
>
> Can someone post stuff for me to check?
>
Use the Admin part to check if those CF are still 'applied to' your queues.
Another thing: it could be rights related
>
> I suspect it is something as simple as adding the field to the list of
> things to show on the display page.
>
> However, I don?t know how to do that.
>
Its possible some custom code/callbacks did some wonderful things but
without an idea how it looked like and how its looking now its hard to
guess as to why it doesn't work.
Do you happen to have a file backup of the RT install tree?
That way you can try to find out if any customization has been done.

Regards,

Joop
 
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From dave.a.florek at gmail.com  Tue Mar 22 16:01:17 2016
From: dave.a.florek at gmail.com (Dave Florek)
Date: Tue, 22 Mar 2016 16:01:17 -0400
Subject: [rt-users] RT 4.4.0 upgrade questions
Message-ID: <CA+M9YCm962Wj3Cm7ZFJXRq6yQyeh+OM1ft3yL5CFP1NS53pyig@mail.gmail.com>

Hi,

I'm using RT 4.2 and I'm looking to upgrade to 4.4.0. I'm opting for a
complete wipe and reinstall because I added about 40 modules to RT 4.2 that
RT 4.4.0 integrated a few. If I do a backup of the PostGRESQL database I'm
using, would that data be compatible or easily restored in RT 4.4.0? I
don't know if the MySQL or PostGRESQL data changes formats in minor
releases. Could someone clarify?

Thanks,
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From jvdwege at xs4all.nl  Tue Mar 22 16:23:18 2016
From: jvdwege at xs4all.nl (Joop)
Date: Tue, 22 Mar 2016 21:23:18 +0100
Subject: [rt-users] RT 4.4.0 upgrade questions
In-Reply-To: <CA+M9YCm962Wj3Cm7ZFJXRq6yQyeh+OM1ft3yL5CFP1NS53pyig@mail.gmail.com>
References: <CA+M9YCm962Wj3Cm7ZFJXRq6yQyeh+OM1ft3yL5CFP1NS53pyig@mail.gmail.com>
Message-ID: <56F1A9B6.60108@xs4all.nl>

On 22-3-2016 21:01, Dave Florek wrote:
> Hi,
>
> I'm using RT 4.2 and I'm looking to upgrade to 4.4.0. I'm opting for a
> complete wipe and reinstall because I added about 40 modules to RT 4.2
> that RT 4.4.0 integrated a few. If I do a backup of the PostGRESQL
> database I'm using, would that data be compatible or easily restored
> in RT 4.4.0? I don't know if the MySQL or PostGRESQL data changes
> formats in minor releases. Could someone clarify?
I just upgrade from 4.0.23 with a couple of extensions to 4.4 and
haven't had any major problems and the upgrade consisted of moving the
database to a dedicated db server and RT to a dedicated webserver. It
used to be an all in one VM.
Thats more or less the same situation you're in.

I installed a fresh postgres-9.3 server, imported my old database into
it, installed a new webserver, installed rt-4.4.0 and ran 'make
upgrade', ran the upgrade database steps, see documentation, and told it
I came from 4.0.23 and wanted to end at 4.4. Upgrade went OK except for
a few minor things.
- being one of the first to try I hit a documentation bug. Should be
solved now.
- had external auth (AD) so needed to fix the users table
- forgot the root password so had to reset it to something known, google
is your friend
- had the third party AssetTracker but wanted the BP one so had to
manually convert quite a bit of the database
Thats the problem spot: if you have extensions which interact with the
base product beyond just visually then, but you should always do that,
test , test and test.
In my case: linking from tickets/articles to the old assets causes
display artifacts if you don't have the extension installed.
Most extensions don't have these problems and if you know your
extensions well you can guess whether it will work or not.
Read the UPGRADING documentation. SLA is core now, Assets are,
ExternalAuth is. So don't reinstall those extensions anymore. Anything
else depends on the original authors whether it will work with 4.4.


Regards,

Joop




From jeffrey.pilant at bayer.com  Tue Mar 22 18:05:59 2016
From: jeffrey.pilant at bayer.com (Jeffrey Pilant)
Date: Tue, 22 Mar 2016 22:05:59 +0000
Subject: [rt-users] Display custom fields in a ticket
Message-ID: <3135BE7DD2D7484C840CDD011A999B7456D67E0F@MOXCXR.na.bayer.cnb>

Joop wrote:
>On 22-3-2016 18:56, Jeffrey Pilant wrote:
>> I am a novice at RT.  I was given an instance of RT 3.8.4 to upgrade a
>> while ago.
>>
>> I upgraded it into RT 4.2.10.  Seemed to be OK.  At least it ran.
>>
>> Today, months later, I was informed the tickets are not displaying the
>> custom fields that used to be there.
>>
>> I have confirmed that the field definitions appear to have been copied
>> over.
>>
>> However, the fields are not showing in the display.
>>
>>
>>
>> Can someone post stuff for me to check?
>
>Use the Admin part to check if those CF are still 'applied to' your queues.
>Another thing: it could be rights related
>
>> I suspect it is something as simple as adding the field to the list of
>> things to show on the display page.
>>
>> However, I don't know how to do that.
>
>Its possible some custom code/callbacks did some wonderful things but
>without an idea how it looked like and how its looking now its hard to
>guess as to why it doesn't work.
>Do you happen to have a file backup of the RT install tree?
>That way you can try to find out if any customization has been done.

When I check for the custom fields for the queue, I see no fields listed under selected and no fields listed under unselected.

Just checked my user rights:
My login is a member of the admin group.  The admin group has all but:
      Modify ticket owner on owned tickets [ReassignTicket]
      *Show Articles menu [ShowArticlesMenu]
      Show global templates [ShowGlobalTemplates]
      Show history of public user properties [ShowUserHistory]
      *Allow writing Perl code in templates, scrips, etc [ExecuteCode]
      Create, modify and delete custom fields values [AdminCustomFieldValues]
The two with asterisks (*), I pick up via other groups.  So basically, I have every right I probably need.

Looking at the right of the custom field, it seems to have none.
I think it should have:
      View custom fields [SeeCustomField]
But when I check it and save it, nothing changes on the ticket display.

I have a local VM with the old install in working condition, so I have all the files and data.
Not sure where to look.

/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
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From jvdwege at xs4all.nl  Wed Mar 23 04:06:16 2016
From: jvdwege at xs4all.nl (Joop)
Date: Wed, 23 Mar 2016 09:06:16 +0100
Subject: [rt-users] Display custom fields in a ticket
In-Reply-To: <3135BE7DD2D7484C840CDD011A999B7456D67E0F@MOXCXR.na.bayer.cnb>
References: <3135BE7DD2D7484C840CDD011A999B7456D67E0F@MOXCXR.na.bayer.cnb>
Message-ID: <56F24E78.40207@xs4all.nl>

On 22-3-2016 23:05, Jeffrey Pilant wrote:
>
>  
>
> I have a local VM with the old install in working condition, so I have
> all the files and data.
>
> Not sure where to look.
>
>
Could you post screenshots of the working display vs the non working one
and post them to some pics sharing site and share the URLs with us?

Joop

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From stefan.krueger at i-med.ac.at  Wed Mar 23 09:59:32 2016
From: stefan.krueger at i-med.ac.at (=?iso-8859-1?Q?Stefan_Kr=FCger?=)
Date: Wed, 23 Mar 2016 14:59:32 +0100
Subject: [rt-users] Hide Custom Fields in Display Mode when value not
	selected
Message-ID: <02c101d1850c$39811e40$ac835ac0$@i-med.ac.at>

We have some custom fields which are defined as Type Select one value
(Software is installed, just yes/no).

 

Is there a possibility to automatically hide all custom fields in Display
Mode which have (no value) selected?

 

Thanks a lot for your help.

 

Stefan Kr?ger

IT-Service der Abteilung f?r Informations-Kommunikations-Technologie

Medizinische Universit?t Innsbruck

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From cloos at netcologne.de  Wed Mar 23 12:04:57 2016
From: cloos at netcologne.de (Christian Loos)
Date: Wed, 23 Mar 2016 17:04:57 +0100
Subject: [rt-users] Hide Custom Fields in Display Mode when value not
	selected
In-Reply-To: <02c101d1850c$39811e40$ac835ac0$@i-med.ac.at>
References: <02c101d1850c$39811e40$ac835ac0$@i-med.ac.at>
Message-ID: <56F2BEA9.8000803@netcologne.de>

Hi Stefan,

there is an extension for this:
https://github.com/bestpractical/rt-extension-customfield-hideemptyvalues

Chris

Am 23.03.2016 um 14:59 schrieb Stefan Kr?ger:
> We have some custom fields which are defined as Type Select one value
> (Software is installed, just yes/no).
> 
>  
> 
> Is there a possibility to automatically hide all custom fields in
> Display Mode which have (no value) selected?
> 
>  
> 
> Thanks a lot for your help.
> 
>  
> 
> Stefan Kr?ger
> 
> IT-Service der Abteilung f?r Informations-Kommunikations-Technologie
> 
> Medizinische Universit?t Innsbruck



From jeffrey.pilant at bayer.com  Wed Mar 23 13:16:59 2016
From: jeffrey.pilant at bayer.com (Jeffrey Pilant)
Date: Wed, 23 Mar 2016 17:16:59 +0000
Subject: [rt-users] Display custom fields in a ticket
Message-ID: <3135BE7DD2D7484C840CDD011A999B7456D67EE5@MOXCXR.na.bayer.cnb>

Joop wrote:
>On 22-3-2016 23:05, Jeffrey Pilant wrote:
>> I have a local VM with the old install in working condition, so I have
>> all the files and data.
>>
>> Not sure where to look.
>
>Could you post screenshots of the working display vs the non working one
>and post them to some pics sharing site and share the URLs with us?

Since it is html & I wanted to sanitize the data, I copied it to text.
Below are the old and new screens.  Just format in a fixed font like
courier, and each line is 87 chars long, in case of wrapping.

The new entry has some additional transactions, since it is live.

/jeff

Old:
|---Ticket metadata-------------------------------------------------------------------|
| |---The Basics----------------| |---Reminders-------------------------------------| |
| | Id:       184               | | New reminder:                                   | |
| | Status:   new               | | Subject:                                        | |
| | Priority: 0/                | | Owner:                                          | |
| | Queue:    XXXXX             | | Due:          Calendar                          | |
| |-----------------------------| |-------------------------------------------------| |
|                                                                                     |
| |---Custom Fields-------------| |---Dates-----------------------------------------| |
| | CustomField_01: XXXXX       | | Created:      Wed Jun 10 13:45:23 2015          | |
| | CustomField_02: XXXXX       | | Starts:       Not set                           | |
| | CustomField_03: (no value)  | | Started:      Not set                           | |
| | CustomField_04: XXXXX       | | Last Contact: Not set                           | |
| | CustomField_05: XXXXX       | | Due:          Not set                           | |
| | CustomField_06: (no value)  | | Closed:       Not set                           | |
| | CustomField_07: Unknown     | | Updated:      Wed Jun 10 13:45:23 2015 by XXXXX | |
| | CustomField_08: (no value)  | |-------------------------------------------------| |
| | CustomField_09: (no value)  |                                                     |
| | CustomField_10: (no value)  | |---Links Graph-----------------------------------| |
| | CustomField_11: XXXXX       | | Depends on:     (Create)                        | |
| | CustomField_12: (no value)  | | Depended on by: (Create)                        | |
| | CustomField_13: (no value)  | | Parents:        (Create)                        | |
| | CustomField_14: Unknown     | | Children:       (Create)                        | |
| | CustomField_15: (no value)  | | Refers to:      (Create)                        | |
| | CustomField_16: (no value)  | | Referred to by: (Create)                        | |
| | CustomField_17: (no value)  | |-------------------------------------------------| |
| | CustomField_18: (no value)  |                                                     |
| |-----------------------------|                                                     |
|                                                                                     |
| |---People--------------------|                                                     |
| | Owner:      Nobody          |                                                     |
| | Requestors: XXXXX           |                                                     |
| | Cc:                         |                                                     |
| | AdminCc:                    |                                                     |
| |-----------------------------|                                                     |
|-------------------------------------------------------------------------------------|
|---History---------------------------------------------------------------------------|
| # Wed Jun 10 13:45:23 2015 USERNAME - Ticket created [Reply] [Comment][Forward]     |
| Subject: XXXXX                                                                      |
| ZZZZZZZZZZZZZZZZZZZZZZZ                                                             |
| # Wed Jun 10 13:45:23 2015 RT_System - Outgoing email recorded [Show]               |
|-------------------------------------------------------------------------------------|
                        >|< RT 3.8.4 Copyright 1996-2009 Best Practical Solutions, LLC.

New:
|---Ticket metadata-------------------------------------------------------------------|
| |---The Basics----------------| |---Reminders-------------------------------------| |
| | Id:       184               | | New reminder:                                   | |
| | Status:   Resolved          | | Subject:                                        | |
| | Priority: 0/                | | Owner:                                          | |
| | Queue:    XXXXX             | | Due:                                            | |
| |-----------------------------| |-------------------------------------------------| |
|                                                                                     |
| |---People--------------------| |---Dates-----------------------------------------| |
| | Owner:      XXXXX           | | Created:      Wed Jun 10 13:45:23 2015          | |
| | Requestors:                 | | Starts:       Not set                           | |
| | Cc:                         | | Started:      Tue Jul 21 14:33:02 2015          | |
| | AdminCc:                    | | Last Contact: Not set                           | |
| |-----------------------------| | Due:          Not set                           | |
|                                 | Closed:       Tue Aug 04 14:20:31 2015          | |
|                                 | Updated:      Tue Aug 04 14:20:31 2015 by XXXXX | |
|                                 |-------------------------------------------------| |
|                                                                                     |
|                                 |---Links Graph-----------------------------------| |
|                                 | Depends on:     (Create)                        | |
|                                 | Depended on by: (Create)                        | |
|                                 | Parents:        (Create)                        | |
|                                 | Children:       (Create)                        | |
|                                 | Refers to:      (Create)                        | |
|                                 | Referred to by: (Create)                        | |
|                                 |-------------------------------------------------| |
|-------------------------------------------------------------------------------------|
|---History---------------------------------------------------------------------------|
| # Wed Jun 10 13:45:23 2015 USERNAME - Ticket created [Reply] [Comment] [Forward]    |
| Subject: XXXXX                                                                      |
| ZZZZZZZZZZZZZZZZZZZZ                                                                |
| # Wed Jun 10 13:45:23 2015 The RT System itself - Outgoing email recorded [Show]    |
| # Tue Jul 21 14:32:18 2015 XXXXX - Taken                                            |
| # Tue Jul 21 14:33:02 2015 XXXXX - Status changed from 'new' to 'open'              |
| # Tue Aug 04 14:20:31 2015 XXXXX - Comments added [Reply] [Comment] [Forward]       |
| Closed per meeting 7/21/2015                                                        |
| # Tue Aug 04 14:20:31 2015 XXXXX - Status changed from 'open' to 'resolved'         |
| # Tue Aug 04 14:20:31 2015 The RT System itself - Outgoing email recorded [Show]    |
|-------------------------------------------------------------------------------------|
                       >|< RT 4.2.10 Copyright 1996-2015 Best Practical Solutions, LLC.

________________________________________________________________________
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 stefan.krueger at i-med.ac.at  Thu Mar 24 03:31:48 2016
From: stefan.krueger at i-med.ac.at (=?iso-8859-1?Q?Stefan_Kr=FCger?=)
Date: Thu, 24 Mar 2016 08:31:48 +0100
Subject: [rt-users] Hide Custom Fields in Display Mode when value not
	selected
In-Reply-To: <56F2BEA9.8000803@netcologne.de>
References: <02c101d1850c$39811e40$ac835ac0$@i-med.ac.at>
 <56F2BEA9.8000803@netcologne.de>
Message-ID: <030001d1859f$39a03530$ace09f90$@i-med.ac.at>

Hi Christian,

thanks for the hint - didn't see this extension on the website.

Stefan

-----Urspr?ngliche Nachricht-----
Von: Christian Loos [mailto:cloos at netcologne.de] 
Gesendet: Mittwoch, 23. M?rz 2016 17:05
An: Stefan Kr?ger; rt-users at lists.bestpractical.com
Betreff: Re: Hide Custom Fields in Display Mode when value not selected

Hi Stefan,

there is an extension for this:
https://github.com/bestpractical/rt-extension-customfield-hideemptyvalues

Chris

Am 23.03.2016 um 14:59 schrieb Stefan Kr?ger:
> We have some custom fields which are defined as Type Select one value 
> (Software is installed, just yes/no).
> 
>  
> 
> Is there a possibility to automatically hide all custom fields in 
> Display Mode which have (no value) selected?
> 
>  
> 
> Thanks a lot for your help.
> 
>  
> 
> Stefan Kr?ger
> 
> IT-Service der Abteilung f?r Informations-Kommunikations-Technologie
> 
> Medizinische Universit?t Innsbruck




From dave.a.florek at gmail.com  Thu Mar 24 12:21:33 2016
From: dave.a.florek at gmail.com (Dave Florek)
Date: Thu, 24 Mar 2016 12:21:33 -0400
Subject: [rt-users] RT backup and restore WebUI settings during an upgrade
Message-ID: <CA+M9YC==b-_AQg+cH_qHWJdU_jz6Efo0UpwsZtRFztwxVGKpyA@mail.gmail.com>

I'm noticing there's no easy way to backup and restore any Request Tracker
system settings such as accounts created, ticket custom fields, theme
settings, etc...

This might be more of a feature request, but can we have a way to backup
the specific files in an archived file for easy backup and restore?

The information here doesn't really cover specific files and folders within
/opt/rt to backup, so I'm not really sure where to go to backup and restore
these settings during a version upgrade.

https://docs.bestpractical.com/rt/4.2.12/backups.html
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From luke at openimp.com  Thu Mar 24 13:25:46 2016
From: luke at openimp.com (Luke Hopkins)
Date: Thu, 24 Mar 2016 17:25:46 +0000
Subject: [rt-users] User not getting the webpath in links
In-Reply-To: <56F420FD.6030200@openimp.com>
References: <56F420FD.6030200@openimp.com>
Message-ID: <56F4231A.2020909@openimp.com>


I recently upgraded my database from 4.0.4 to 4.4.0.  Everything works
fine except for one user who doesn't get the right links. Whenever the
user clicks on a queue all tickets have the format:

'  <b><a href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#',

while every other user has the correct format of:

'<b><a
href="__WebPath__/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#',

This cause the user to get a 503 whenever they click a link because the
WebPath is missing.

I can change the format but it always reverts back when I leave the
query.  How do I get this to get the correct format each time.

Every other user gets the correct links.

Luke





From Chanel.Wheeler at yavapai.us  Thu Mar 24 17:58:31 2016
From: Chanel.Wheeler at yavapai.us (Chanel Wheeler)
Date: Thu, 24 Mar 2016 21:58:31 +0000
Subject: [rt-users] Attachments don't reach database for one user
References: <d9f2ee63c1564138bcc4b0b2a74d810e@NTEXCHMBX.yavco.net>
 <0B1F7BBA-7B5D-43F7-819D-05F83CEC7607@bestpractical.com> 
Message-ID: <5afa218d3535486b8ad10df34202c436@NTEXCHMBX.yavco.net>

Further experimentation has revealed that if the user sends an attachment by email it works (doesn?t via the web interface). Also, if I promote the user to the privileged level then she can add attachments via the web interface. I tried giving the unprivileged group all possible permissions but it had no effect.

chanel

From: Chanel Wheeler
Sent: Tuesday, March 15, 2016 9:31 AM
To: 'Dustin Graves'
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Attachments don't reach database for one user

Yes, everything in the ticket shows up for the faulty user except for the attachment. The rights for this user and other basic users of the system are the same.

chanel


From: Dustin Graves [mailto:dustin at bestpractical.com]
Sent: Monday, March 14, 2016 1:58 PM
To: Chanel Wheeler
Cc: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] Attachments don't reach database for one user


On Mar 10, 2016, at 5:09 PM, Chanel Wheeler <Chanel.Wheeler at yavapai.us<mailto:Chanel.Wheeler at yavapai.us>> wrote:

Hi all,
Hi Chanel,

I have one user that has used RT for a while with no problems. Recently, her attachments to web tickets ceased coming through. I?ve watched her add  attachments and they appear to upload successfully but there?s no trace of them in the Attachments table. We tried multiple browsers and the same thing happened on each. I logged in as her on my computer and still the problem happened. Another person logged in to RT on her computer and successfully attached items. So it?s something to do with her account. I?ve taken a look at her user record in the db and I don?t see anything amiss.

Any ideas on what I might try?

We?re running RT 4.4 and use LDAP for authentication.

I would start by checking the rights for these two users and how they might be different.

Can the faulty user see the missing attachment?s associated comment/correspondence? If the user cannot, that is why the attachment is missing. A user needs the ShowTicketComments right to see attachments added as part of a comment.

If this is not the problem, then I can investigate further.

Thanks!
chanel
Thank you,
Dustin
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From dustin at bestpractical.com  Thu Mar 24 18:09:00 2016
From: dustin at bestpractical.com (Dustin Graves)
Date: Thu, 24 Mar 2016 18:09:00 -0400
Subject: [rt-users] Attachments don't reach database for one user
In-Reply-To: <5afa218d3535486b8ad10df34202c436@NTEXCHMBX.yavco.net>
References: <d9f2ee63c1564138bcc4b0b2a74d810e@NTEXCHMBX.yavco.net>
 <0B1F7BBA-7B5D-43F7-819D-05F83CEC7607@bestpractical.com>
 <5afa218d3535486b8ad10df34202c436@NTEXCHMBX.yavco.net>
Message-ID: <5A1D8D7F-92AA-4AEC-8A83-45048E26729D@bestpractical.com>

Hi Chanel,

> On Mar 24, 2016, at 5:58 PM, Chanel Wheeler <Chanel.Wheeler at yavapai.us> wrote:
> 
> Further experimentation has revealed that if the user sends an attachment by email it works (doesn?t via the web interface). Also, if I promote the user to the privileged level then she can add attachments via the web interface. I tried giving the unprivileged group all possible permissions but it had no effect.

Ah, I didn?t realize this user was unprivileged. And this is the only unprivileged users experiencing this trouble? Other unprivileged users and privileged users all are able to attach files normally?

I will take a look at this again with the Self-Service interface in mind.

> chanel
Thank you,
Dustin
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From Chanel.Wheeler at yavapai.us  Thu Mar 24 18:09:49 2016
From: Chanel.Wheeler at yavapai.us (Chanel Wheeler)
Date: Thu, 24 Mar 2016 22:09:49 +0000
Subject: [rt-users] Attachments don't reach database for one user
In-Reply-To: <5A1D8D7F-92AA-4AEC-8A83-45048E26729D@bestpractical.com>
References: <d9f2ee63c1564138bcc4b0b2a74d810e@NTEXCHMBX.yavco.net>
 <0B1F7BBA-7B5D-43F7-819D-05F83CEC7607@bestpractical.com>
 <5afa218d3535486b8ad10df34202c436@NTEXCHMBX.yavco.net>
 <5A1D8D7F-92AA-4AEC-8A83-45048E26729D@bestpractical.com>
Message-ID: <87a60a3951a14e008e4f7572638d94ab@NTEXCHMBX.yavco.net>

All other unprivileged users can attach files.

chanel

From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dustin Graves
Sent: Thursday, March 24, 2016 3:09 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Attachments don't reach database for one user

Hi Chanel,

On Mar 24, 2016, at 5:58 PM, Chanel Wheeler <Chanel.Wheeler at yavapai.us<mailto:Chanel.Wheeler at yavapai.us>> wrote:

Further experimentation has revealed that if the user sends an attachment by email it works (doesn?t via the web interface). Also, if I promote the user to the privileged level then she can add attachments via the web interface. I tried giving the unprivileged group all possible permissions but it had no effect.

Ah, I didn?t realize this user was unprivileged. And this is the only unprivileged users experiencing this trouble? Other unprivileged users and privileged users all are able to attach files normally?

I will take a look at this again with the Self-Service interface in mind.


chanel
Thank you,
Dustin
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From dustin at bestpractical.com  Thu Mar 24 19:49:26 2016
From: dustin at bestpractical.com (Dustin Graves)
Date: Thu, 24 Mar 2016 19:49:26 -0400
Subject: [rt-users] Attachments don't reach database for one user
In-Reply-To: <87a60a3951a14e008e4f7572638d94ab@NTEXCHMBX.yavco.net>
References: <d9f2ee63c1564138bcc4b0b2a74d810e@NTEXCHMBX.yavco.net>
 <0B1F7BBA-7B5D-43F7-819D-05F83CEC7607@bestpractical.com>
 <5afa218d3535486b8ad10df34202c436@NTEXCHMBX.yavco.net>
 <5A1D8D7F-92AA-4AEC-8A83-45048E26729D@bestpractical.com>
 <87a60a3951a14e008e4f7572638d94ab@NTEXCHMBX.yavco.net>
Message-ID: <DECA4C38-12E1-4ED0-9599-88E764788282@bestpractical.com>

Hi Chanel,

I have tested this locally and it appears to me that all attachments should be broken for unprivileged users using the SelfService UI. This is a result of the changes made in 4.4.0 to attachments.

I have created a patch for this that appears to fix this problem. You will find that patch attached. This will be fixed in 4.4.1.

Thank you,
Dustin




> On Mar 24, 2016, at 6:09 PM, Chanel Wheeler <Chanel.Wheeler at yavapai.us> wrote:
> 
> All other unprivileged users can attach files.
> 
> chanel
> 
> From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dustin Graves
> Sent: Thursday, March 24, 2016 3:09 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Attachments don't reach database for one user
> 
> Hi Chanel,
> 
> On Mar 24, 2016, at 5:58 PM, Chanel Wheeler <Chanel.Wheeler at yavapai.us <mailto:Chanel.Wheeler at yavapai.us>> wrote:
> 
> Further experimentation has revealed that if the user sends an attachment by email it works (doesn?t via the web interface). Also, if I promote the user to the privileged level then she can add attachments via the web interface. I tried giving the unprivileged group all possible permissions but it had no effect.
> 
> Ah, I didn?t realize this user was unprivileged. And this is the only unprivileged users experiencing this trouble? Other unprivileged users and privileged users all are able to attach files normally?
> 
> I will take a look at this again with the Self-Service interface in mind.
> 
> 
> chanel
> Thank you,
> Dustin

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From user1437 at QET.BE  Fri Mar 25 05:33:58 2016
From: user1437 at QET.BE (user1437 at QET.BE)
Date: Fri, 25 Mar 2016 09:33:58 +0000
Subject: [rt-users] disable url links in ticket history
Message-ID: <C58AAEDE-D187-4CC7-A2E2-D3ECA1A9DEB4@qet.be>

Hi all, 

Does anyone know if it is possible, or a good way to go to disable the links in the ticket history.
I clarify:
We get a lot of tickets where people send us phishing mails they received or mails containing a possible malicious url to analyse.
What we like to do is implement something that those urls in the history are "not clickable? so that nobody of the first line handlers can incidentally get infected.

kind regards, 

U

From shawn at bestpractical.com  Fri Mar 25 05:40:03 2016
From: shawn at bestpractical.com (Shawn Moore)
Date: Fri, 25 Mar 2016 18:40:03 +0900
Subject: [rt-users] disable url links in ticket history
In-Reply-To: <C58AAEDE-D187-4CC7-A2E2-D3ECA1A9DEB4@qet.be>
References: <C58AAEDE-D187-4CC7-A2E2-D3ECA1A9DEB4@qet.be>
Message-ID: <etPan.56f50773.6564fe95.1ee2@ecaz.local>

On 2016?3?25? at 18:32:36, user1437 at qet.be (user1437 at qet.be) wrote:
> Hi all,

Hi U,

> Does anyone know if it is possible, or a good way to go to disable the links in the ticket  
> history.
> I clarify:
> We get a lot of tickets where people send us phishing mails they received or mails containing  
> a possible malicious url to analyse.
> What we like to do is implement something that those urls in the history are "not clickable?  
> so that nobody of the first line handlers can incidentally get infected.

The automatic linking in the ticket history is done by a feature called MakeClicky. It was designed so that you can add your own parser to augment text in other ways too, not limited to just hyperlinking urls (or for that matter, ?just? hyperlinking). The example in our documentation makes ?ticket #xyz? into clickable links. But, the way it?s implemented allows you to turn it off completely with the following config:

? ? Set(@Active_MakeClicky, qw());

See?https://docs.bestpractical.com/rt/4.4.0/extending/clickable_links.html?for more information.

> kind regards,
>  
> U

Cheers,
Shawn


From jvdwege at xs4all.nl  Fri Mar 25 08:22:55 2016
From: jvdwege at xs4all.nl (Joop)
Date: Fri, 25 Mar 2016 13:22:55 +0100
Subject: [rt-users] Display custom fields in a ticket
In-Reply-To: <3135BE7DD2D7484C840CDD011A999B7456D67E0F@MOXCXR.na.bayer.cnb>
References: <3135BE7DD2D7484C840CDD011A999B7456D67E0F@MOXCXR.na.bayer.cnb>
Message-ID: <56F52D9F.9000101@xs4all.nl>

On 22-3-2016 23:05, Jeffrey Pilant wrote:
>
> Joop wrote:
>
> >On 22-3-2016 18:56, Jeffrey Pilant wrote:
>
> >> I am a novice at RT.  I was given an instance of RT 3.8.4 to upgrade a
>
> >> while ago.
>
> >> 
>
> >> I upgraded it into RT 4.2.10.  Seemed to be OK.  At least it ran.
>
> >> 
>
> >> Today, months later, I was informed the tickets are not displaying the
>
> >> custom fields that used to be there.
>
> >> 
>
> >> I have confirmed that the field definitions appear to have been copied
>
> >> over.
>
> >> 
>
> >> However, the fields are not showing in the display.
>
> >> 
>
> >> 
>
> >> 
>
> >> Can someone post stuff for me to check?
>
> > 
>
> >Use the Admin part to check if those CF are still 'applied to' your queues.
>
> >Another thing: it could be rights related
>
> > 
>
> >> I suspect it is something as simple as adding the field to the list of
>
> >> things to show on the display page.
>
> >> 
>
> >> However, I don?t know how to do that.
>
> > 
>
> >Its possible some custom code/callbacks did some wonderful things but
>
> >without an idea how it looked like and how its looking now its hard to
>
> >guess as to why it doesn't work.
>
> >Do you happen to have a file backup of the RT install tree?
>
> >That way you can try to find out if any customization has been done.
>
>  
>
> When I check for the custom fields for the queue, I see no fields
> listed under selected and no fields listed under unselected.
>
I just logged into our RT instance to make sure I use the correct terms.
Goto the top menu: Admin/CustomFields/Select
Make sure you have ticket CFs displayed (Only show custom fields for Field)
Select one that is visible in the old system.
Now select 'Applies to' from the top right menu
There it should show you whether that CF is globally visible or only for
selected queues and a list of unselected queues.

Another route would be to select Admin/Queues/Select, select the queue
where your CFs aren't visible anymore and then Select 'Custom Fields'
from the top right menu. That should give you a list of all CFs that are
applicable to that queue.



>  
>
> Just checked my user rights:
>
> My login is a member of the admin group.  The admin group has all but:
>
>       Modify ticket owner on owned tickets [ReassignTicket]
>
>       *Show Articles menu [ShowArticlesMenu]
>
>       Show global templates [ShowGlobalTemplates]
>
>       Show history of public user properties [ShowUserHistory]
>
>       *Allow writing Perl code in templates, scrips, etc [ExecuteCode]
>
>       Create, modify and delete custom fields values
> [AdminCustomFieldValues]
>
> The two with asterisks (*), I pick up via other groups.  So basically,
> I have every right I probably need.
>
>  
>
> Looking at the right of the custom field, it seems to have none.
>
> I think it should have:
>
>       View custom fields [SeeCustomField]
>
> But when I check it and save it, nothing changes on the ticket display.
>
>
You could add a new group add yourself to it and give that group all
rights possible. If the CFs show up than its a rights problem, if they
don't than you have a problem in the database, you can check with
rt-validator.

If you create a new CF does it show up?

Joop

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From Chanel.Wheeler at yavapai.us  Fri Mar 25 13:13:38 2016
From: Chanel.Wheeler at yavapai.us (Chanel Wheeler)
Date: Fri, 25 Mar 2016 17:13:38 +0000
Subject: [rt-users] Attachments don't reach database for one user
In-Reply-To: <DECA4C38-12E1-4ED0-9599-88E764788282@bestpractical.com>
References: <d9f2ee63c1564138bcc4b0b2a74d810e@NTEXCHMBX.yavco.net>
 <0B1F7BBA-7B5D-43F7-819D-05F83CEC7607@bestpractical.com>
 <5afa218d3535486b8ad10df34202c436@NTEXCHMBX.yavco.net>
 <5A1D8D7F-92AA-4AEC-8A83-45048E26729D@bestpractical.com>
 <87a60a3951a14e008e4f7572638d94ab@NTEXCHMBX.yavco.net>
 <DECA4C38-12E1-4ED0-9599-88E764788282@bestpractical.com>
Message-ID: <a9ae6d31633b4a64b177e613caee1bd6@NTEXCHMBX.yavco.net>

That did the trick. Thanks!!

chanel

From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dustin Graves
Sent: Thursday, March 24, 2016 4:49 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Attachments don't reach database for one user

Hi Chanel,

I have tested this locally and it appears to me that all attachments should be broken for unprivileged users using the SelfService UI. This is a result of the changes made in 4.4.0 to attachments.

I have created a patch for this that appears to fix this problem. You will find that patch attached. This will be fixed in 4.4.1.

Thank you,
Dustin

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From jeffrey.pilant at bayer.com  Mon Mar 28 14:14:12 2016
From: jeffrey.pilant at bayer.com (Jeffrey Pilant)
Date: Mon, 28 Mar 2016 18:14:12 +0000
Subject: [rt-users] Display custom fields in a ticket
Message-ID: <3135BE7DD2D7484C840CDD011A999B7456D6934D@MOXCXR.na.bayer.cnb>

Joop wrote:
>I just logged into our RT instance to make sure I use the correct terms.
>Goto the top menu: Admin/CustomFields/Select
>Make sure you have ticket CFs displayed (Only show custom fields for Field)
>Select one that is visible in the old system.
>Now select 'Applies to' from the top right menu
>There it should show you whether that CF is globally visible or only for
>selected queues and a list of unselected queues.

Under this menu path, I get:
|  Apply Globally
|  [ ] check this box to apply this Custom Field to all objects.
|  Selected objects
|    # Name   Description             Address  Priority  DefaultDueIn  Lifecycle  SubjectTag  Status
|    4 XXXXX  Queue for XXXXX Issues  -/-      0-0       0             default                Enabled
|  Unselected objects

>Another route would be to select Admin/Queues/Select, select the queue
>where your CFs aren't visible anymore and then Select 'Custom Fields'
>from the top right menu. That should give you a list of all CFs that are
>applicable to that queue.

Under this menu path, I get:
|  Selected Custom Fields
|    [ ]  #  Name  Added  Type  Pattern  Status  Move
|  Unselected Custom Fields
|    [ ]  #  Name  Added  Type  Pattern  Status

>You could add a new group add yourself to it and give that group all
>rights possible. If the CFs show up than its a rights problem, if they
>don't than you have a problem in the database, you can check with
>rt-validator.

In my last email, I mentioned the few rights I did not have.  None looked like they would be controlling this.  I will skip creating an uber group for the moment.

Logging in as administrator on the server, then invoking su to run as root, I get:
|  InformaticsRT:/opt/rt4/sbin # ./rt-validator -c
|  [26637] [Mon Mar 28 17:48:58 2016] [info]: Using internal Perl HTML -> text conversion (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1818)
|  Record #7 in ObjectCustomFieldValues references a nonexistent record in Articles
|          ObjectId => '1' => id
|
|  Record #3 in Links. Value of Base column most probably is an incorrect link
|  Record #245 in Transactions. Value of NewValue column most probably is an incorrect link
|  Record #2611 in Transactions. Value of NewValue column most probably is an incorrect link
|  Record #4 in Links. Value of Target column most probably is an incorrect link
|  Record #5 in Links. Value of Target column most probably is an incorrect link
|  Record #3 in Links. Value of Target column most probably is an incorrect link
|  Record #4 in Links. Value of Base column most probably is an incorrect link
|  Record #5 in Links. Value of Base column most probably is an incorrect link
| 
|  InformaticsRT:/opt/rt4/sbin #

While there are some minor issues, this does not show the level of errors I would expect from a corrupted DB not showing custom fields.

>If you create a new CF does it show up?

I tried creating a new object.
It does not show up.

>Joop

I truly appreciate your assistance.

Could this be a customization of the old system?  If so, what files would exist to hold the customization?  [I know there is an overload mechanism, and maybe some config stuff, but I don't recall the details.]  If I could locate the old file set and look at those files, maybe it will give me an idea to try.

/jeff

________________________________________________________________________
The information contained in this e-mail is for the exclusive use of the 
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constitute a waiver of any privilege.  If you receive this message in 
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From jvdwege at xs4all.nl  Mon Mar 28 15:46:27 2016
From: jvdwege at xs4all.nl (Joop)
Date: Mon, 28 Mar 2016 21:46:27 +0200
Subject: [rt-users] Display custom fields in a ticket
In-Reply-To: <3135BE7DD2D7484C840CDD011A999B7456D6934D@MOXCXR.na.bayer.cnb>
References: <3135BE7DD2D7484C840CDD011A999B7456D6934D@MOXCXR.na.bayer.cnb>
Message-ID: <56F98A13.7000704@xs4all.nl>

On 28-3-2016 20:14, Jeffrey Pilant wrote:
> Joop wrote:
>> I just logged into our RT instance to make sure I use the correct terms.
>> Goto the top menu: Admin/CustomFields/Select
>> Make sure you have ticket CFs displayed (Only show custom fields for Field)
>> Select one that is visible in the old system.
>> Now select 'Applies to' from the top right menu
>> There it should show you whether that CF is globally visible or only for
>> selected queues and a list of unselected queues.
> Under this menu path, I get:
> |  Apply Globally
> |  [ ] check this box to apply this Custom Field to all objects.
> |  Selected objects
> |    # Name   Description             Address  Priority  DefaultDueIn  Lifecycle  SubjectTag  Status
> |    4 XXXXX  Queue for XXXXX Issues  -/-      0-0       0             default                Enabled
> |  Unselected objects
So there is atleast one CF that should be visible.

>> Another route would be to select Admin/Queues/Select, select the queue
>> where your CFs aren't visible anymore and then Select 'Custom Fields'
> >from the top right menu. That should give you a list of all CFs that are
>> applicable to that queue.
> Under this menu path, I get:
> |  Selected Custom Fields
> |    [ ]  #  Name  Added  Type  Pattern  Status  Move
> |  Unselected Custom Fields
> |    [ ]  #  Name  Added  Type  Pattern  Status
This should show some fields if I'm correct but doesn't which if true I
think is odd.

>> You could add a new group add yourself to it and give that group all
>> rights possible. If the CFs show up than its a rights problem, if they
>> don't than you have a problem in the database, you can check with
>> rt-validator.
> In my last email, I mentioned the few rights I did not have.  None looked like they would be controlling this.  I will skip creating an uber group for the moment.
>
> Logging in as administrator on the server, then invoking su to run as root, I get:
> |  InformaticsRT:/opt/rt4/sbin # ./rt-validator -c
> |  [26637] [Mon Mar 28 17:48:58 2016] [info]: Using internal Perl HTML -> text conversion (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1818)
> |  Record #7 in ObjectCustomFieldValues references a nonexistent record in Articles
> |          ObjectId => '1' => id
> |
> |  Record #3 in Links. Value of Base column most probably is an incorrect link
> |  Record #245 in Transactions. Value of NewValue column most probably is an incorrect link
> |  Record #2611 in Transactions. Value of NewValue column most probably is an incorrect link
> |  Record #4 in Links. Value of Target column most probably is an incorrect link
> |  Record #5 in Links. Value of Target column most probably is an incorrect link
> |  Record #3 in Links. Value of Target column most probably is an incorrect link
> |  Record #4 in Links. Value of Base column most probably is an incorrect link
> |  Record #5 in Links. Value of Base column most probably is an incorrect link
> | 
> |  InformaticsRT:/opt/rt4/sbin #
>
> While there are some minor issues, this does not show the level of errors I would expect from a corrupted DB not showing custom fields.
You could trace the records mentioned back to the various tables in the
database but I agree with you that it shouldn't be the cause of the
problems you're having.

>> If you create a new CF does it show up?
> I tried creating a new object.
> It does not show up.
>
>> Joop
> I truly appreciate your assistance.
>
> Could this be a customization of the old system?  If so, what files would exist to hold the customization?  [I know there is an overload mechanism, and maybe some config stuff, but I don't recall the details.]  If I could locate the old file set and look at those files, maybe it will give me an idea to try.
>
Possible but it could be hidden or it could be obvious.
If its done well than the customisation should be done in the
/opt/rt4/local/ tree and it would survive updates. Now its probably not
a plugin so you could skip looking at the plugins folder but you never
know. Do you run plugins?
Anything in the 'lib' or 'html' folder may overrule the same file from
/opt/rt4/{lib|html} and anything in the callback folder can add/overrule
parts or anything using the callback mechanism built into RT
So is anything in it in the old system?
If it isn't done nicely then things get tricky. Source files can be
altered directly and finding them could involve getting a diff between
whats installed now and how a pristine installed tree looks like.
Looking at modified dates might also be a way to find diffs.

Lets see how far we get this time :-)

Joop




From jeffrey.pilant at bayer.com  Mon Mar 28 20:09:42 2016
From: jeffrey.pilant at bayer.com (Jeffrey Pilant)
Date: Tue, 29 Mar 2016 00:09:42 +0000
Subject: [rt-users] Display custom fields in a ticket
Message-ID: <3135BE7DD2D7484C840CDD011A999B7456D693BB@MOXCXR.na.bayer.cnb>

Joop wrote:

> Jeffrey Pilant wrote:
> > Could this be a customization of the old system?  If so, what files would exist
> > to hold the customization?  [I know there is an overload mechanism, and maybe some
> > config stuff, but I don't recall the details.]  If I could locate the old file set
> > and look at those files, maybe it will give me an idea to try.
>
> Possible but it could be hidden or it could be obvious.
> If its done well than the customisation should be done in the
> /opt/rt4/local/ tree and it would survive updates. Now its probably not
> a plugin so you could skip looking at the plugins folder but you never
> know. Do you run plugins?
> Anything in the 'lib' or 'html' folder may overrule the same file from
> /opt/rt4/{lib|html} and anything in the callback folder can add/overrule
> parts or anything using the callback mechanism built into RT
> So is anything in it in the old system?
> If it isn't done nicely then things get tricky. Source files can be
> altered directly and finding them could involve getting a diff between
> whats installed now and how a pristine installed tree looks like.
> Looking at modified dates might also be a way to find diffs.
>
> Lets see how far we get this time :-)
>
> Joop

I think I have some customized old system files.  I don't have any .../local file
Overrides in the 3.8.4 system.  But based on your info, I found the file
        Ticket/Elements/ShowSummary
Which looked to be customized (or at least it shows the text "Custom Fields".

Comparing the two, it is clear that the 4.2.10 version does not have these Fields as part of the file.  Below is a DOS diff, showing the differences of between the files.  Can you tell me what file(s) I need to create to make a local override in the new system, and what you suggest for the contents?  The new system is a clean install, so the files should be default values.  Also, what other files do I need to look at for these custom fields?  I.e., ticked edit, self-service, others....

Thanks

/jeff

Files:
  /usr/share/request-tracker3.8/html/Ticket/Elements/ShowSummary
  /opt/rt4/share/html/Ticket/Elements/ShowSummary

Comparing files ShowSummary-3.8.4.txt and SHOWSUMMARY-4.2.10.TXT
***** ShowSummary-3.8.4.txt
        <td valign="top" class="boxcontainer">
          <&| /Widgets/TitleBox, title => loc('The Basics'),
                title_href => RT->Config->Get('WebPath')."/Ticket/Modify.html?id=".$Ticket->Id,
                class => 'ticket-info-basics' &>
                <& /Ticket/Elements/ShowBasics, Ticket => $Ticket &>
          </&>
% if ($Ticket->CustomFields->First) {
          <&| /Widgets/TitleBox, title => loc('Custom Fields'),
                title_href => RT->Config->Get('WebPath')."/Ticket/Modify.html?id=".$Ticket->Id,
                class => 'ticket-info-cfs'  &>
                <& /Ticket/Elements/ShowCustomFields, Ticket => $Ticket &>
          </&>
% }
          <&| /Widgets/TitleBox, title => loc('People'),
                title_href => RT->Config->Get('WebPath')."/Ticket/ModifyPeople.html?id=".$Ticket->Id,
                class => 'ticket-info-people' &>
            <& /Ticket/Elements/ShowPeople, Ticket => $Ticket &>
          </&>
      <& /Ticket/Elements/ShowAttachments, Ticket => $Ticket, Attachments => $Attachments &>
          <& /Ticket/Elements/ShowRequestor, Ticket => $Ticket &>
***** SHOWSUMMARY-4.2.10.TXT
  <td valign="top" class="boxcontainer">
% $m->callback( %ARGS, CallbackName => 'LeftColumnTop' );
    <&| /Widgets/TitleBox, title => loc('The Basics'),
        (($can_modify || $can_modify_cf) ? (title_href => RT->Config->Get('WebPath')."/Ticket/Modify.html?id=".$Ticket->Id) : (
)),
        class => 'ticket-info-basics',
    &><& /Ticket/Elements/ShowBasics, Ticket => $Ticket &></&>
    <& /Elements/ShowCustomFieldCustomGroupings,
        Object       => $Ticket,
        title_href   => ($can_modify || $can_modify_cf) ? RT->Config->Get('WebPath')."/Ticket/Modify.html" : "",
        &>
    <&| /Widgets/TitleBox, title => loc('People'),
        (($can_modify || $can_modify_owner || $can_modify_people) ? (title_href => RT->Config->Get('WebPath')."/Ticket/ModifyPe
ople.html?id=".$Ticket->Id) : ()),
        class => 'ticket-info-people',
    &><& /Ticket/Elements/ShowPeople, Ticket => $Ticket &></&>
    <& /Ticket/Elements/ShowAttachments, Ticket => $Ticket, Attachments => $Attachments &>
% $m->callback( %ARGS, CallbackName => 'AfterAttachments' );
    <& /Ticket/Elements/ShowRequestor, Ticket => $Ticket &>
*****

***** ShowSummary-3.8.4.txt
        <td valign="top" class="boxcontainer">
% if ( RT->Config->Get('EnableReminders') ) {
***** SHOWSUMMARY-4.2.10.TXT
  <td valign="top" class="boxcontainer">
% $m->callback( %ARGS, CallbackName => 'RightColumnTop' );
% if ( RT->Config->Get('EnableReminders') ) {
*****

***** ShowSummary-3.8.4.txt
                title_href => RT->Config->Get('WebPath')."/Ticket/Reminders.html?id=".$Ticket->Id,
                class => 'ticket-info-reminders' &>
        <table>
        <tr>
        <td>
            <form action="<%RT->Config->Get('WebPath')%>/Ticket/Display.html" method="post">
              <& /Ticket/Elements/Reminders, Ticket => $Ticket, ShowCompleted => 0 &>
              <div align="right"><input type="submit" class="button" value="<&|/l&>Save</&>" /></div>
            </form>
            </td>
            </tr>
            </table>
          </&>
***** SHOWSUMMARY-4.2.10.TXT
        title_href => RT->Config->Get('WebPath')."/Ticket/Reminders.html?id=".$Ticket->Id,
        class => 'ticket-info-reminders',
    &>
        <table><tr><td>
            <form action="<%RT->Config->Get('WebPath')%>/Ticket/Display.html" name="UpdateReminders" id="UpdateReminders" method="post">
                <& /Ticket/Elements/Reminders, Ticket => $Ticket, ShowCompleted => 0 &>
            </form>
        </td></tr></table>
    </&>
*****

***** ShowSummary-3.8.4.txt
          <&| /Widgets/TitleBox, title => loc("Dates"),
                title_href => RT->Config->Get('WebPath')."/Ticket/ModifyDates.html?id=".$Ticket->Id,
                class => 'ticket-info-dates' &>
          <& /Ticket/Elements/ShowDates, Ticket => $Ticket &>
          </&>
% my (@extra);
***** SHOWSUMMARY-4.2.10.TXT
    <&| /Widgets/TitleBox, title => loc("Dates"),
        ($can_modify ? (title_href => RT->Config->Get('WebPath')."/Ticket/ModifyDates.html?id=".$Ticket->Id) : ()),
        class => 'ticket-info-dates',
    &><& /Ticket/Elements/ShowDates, Ticket => $Ticket &></&>
% my (@extra);
*****

***** ShowSummary-3.8.4.txt
'Graph').'</a>' unless RT->Config->Get('DisableGraphViz');
          <&| /Widgets/TitleBox, title => loc('Links'),
                title_href => RT->Config->Get('WebPath')."/Ticket/ModifyLinks.html?id=".$Ticket->Id,
                class => 'ticket-info-links', @extra &>
                <& /Elements/ShowLinks, Ticket => $Ticket &>
          </&>
% $m->callback( %ARGS, CallbackName => 'RightColumn' );
***** SHOWSUMMARY-4.2.10.TXT
'Graph').'</a>' unless RT->Config->Get('DisableGraphViz');
% $m->callback( %ARGS, CallbackName => 'LinksExtra', extra => \@extra );
    <&| /Widgets/TitleBox, title => loc('Links'),
        ($can_modify ? (title_href => RT->Config->Get('WebPath')."/Ticket/ModifyLinks.html?id=".$Ticket->Id) : ()),
        class => 'ticket-info-links',
        @extra,
    &><& /Elements/ShowLinks, Object => $Ticket &></&>
% $m->callback( %ARGS, CallbackName => 'RightColumn' );
*****

***** ShowSummary-3.8.4.txt
***** SHOWSUMMARY-4.2.10.TXT
<%INIT>
my $can_modify = $Ticket->CurrentUserHasRight('ModifyTicket');
my $can_modify_cf = $Ticket->CurrentUserHasRight('ModifyCustomField');
my $can_modify_owner = $Ticket->CurrentUserCanSetOwner();
my $can_modify_people = $Ticket->CurrentUserHasRight('Watch')
                     || $Ticket->CurrentUserHasRight('WatchAsAdminCc');
</%INIT>
*****




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constitute a waiver of any privilege.  If you receive this message in 
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From ssn at ebi.ac.uk  Tue Mar 29 08:52:24 2016
From: ssn at ebi.ac.uk (Sunny)
Date: Tue, 29 Mar 2016 13:52:24 +0100
Subject: [rt-users] hotmail address requester does not get email
 notifications if reply sent via a mail client
Message-ID: <56FA7A88.1040104@ebi.ac.uk>

Hi all,

I'm experiencing an issue with a particular queue where by a Hotmail 
address requester does not get email notifications if their ticket is 
replied to via a mail client - RT gets updated with the reply but it 
doesn't send out an email to the requester. If the same ticket is 
replied to via RT web the Hotmail address requester does receive a reply 
- again RT gets updated with the reply but this time it does send out an 
email to the requester.

It's only to Hotmail addresses where I see this issue, gmail and our 
domain is fine.

The setup of the queue (example)...

Queue name = queue1
Reply Address = queue1 at xyz.org

The actual queue email address is queue1 at abc.org
queue1 at xyz.org forwards to queue1 at abc.org which then goes into RT at 
rt4 at helpdesk.abc.org

If I change the reply address from queue1 at xyz.org to queue1 at abc.org the 
RT gets updated and the hotmail address requester receives the reply, 
however, I need the reply address to be queue1 at xyz.org.

Any suggestions?

Thanks
Regards


From pl at wdm.mindtake.com  Tue Mar 29 10:31:26 2016
From: pl at wdm.mindtake.com (Paris Liakos)
Date: Tue, 29 Mar 2016 17:31:26 +0300
Subject: [rt-users] API for ticket forwarding
Message-ID: <56FA91BE.1060709@wdm.mindtake.com>

It seems that its not possible to forward a ticket with its history and 
attachments through REST API. (i could not find anything in either 
documentation or code).

Is there any other API for this besides the web interface?

Paris


From primoz at softnet.si  Tue Mar 29 10:52:13 2016
From: primoz at softnet.si (Primoz Jeroncic)
Date: Tue, 29 Mar 2016 16:52:13 +0200
Subject: [rt-users] Changing ticket shape/format
Message-ID: <56FA969D.9060207@softnet.si>

Hi guys

I'm trying to find this on web (wiki, docs...) but with no luck.
Currently our ticket look like default RT ticket, [domain.com #xxxx],
but it's obviously too much for certain people to comprehend this and
include whole ticket in subject, so instead of replying to already
opened ticket, we are getting new tickets with every new mail, as they
"forget" to include brackets, or domain or they "invent" whole new
format of existing ticket.
To make thing easier even for most brain dead people, I would like to
change ticket from [domain.com #xxxx] to something more simple, like
XY#xxxx. No brackets, no spaces, no domains just simple two or 3 letters
following by (hash)number.
Any suggestion where and how this could be done, would be greatly
appreciated.
I know I shouldn't do this, as I remove any connection with old tickets,
so once mail comes with old ticket id, it will create new ticket, but I
can live with this. I can manually find and merge those few newly
created tickets which would refer to old ones, and even if not, it won't
be end of the world, as it's certainly less annoying then manually
merging endless amount of tickets every day, as some people can't leave
subject line intact.

Thanks for all the help!
-- 
br,
Primoz

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From luke at openimp.com  Tue Mar 29 12:00:13 2016
From: luke at openimp.com (Luke Hopkins)
Date: Tue, 29 Mar 2016 17:00:13 +0100
Subject: [rt-users] User not getting the webpath in links
In-Reply-To: <56F4231A.2020909@openimp.com>
References: <56F420FD.6030200@openimp.com> <56F4231A.2020909@openimp.com>
Message-ID: <56FAA68D.3010105@openimp.com>

Has anyone encountered this issue before?  Am I not providing enough 
information to make the issue clear?

On 24/03/2016 17:25, Luke Hopkins wrote:
>
> I recently upgraded my database from 4.0.4 to 4.4.0.  Everything works
> fine except for one user who doesn't get the right links. Whenever the
> user clicks on a queue all tickets have the format:
>
> '  <b><a href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#',
>
> while every other user has the correct format of:
>
> '<b><a
> href="__WebPath__/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#',
>
> This cause the user to get a 503 whenever they click a link because the
> WebPath is missing.
>
> I can change the format but it always reverts back when I leave the
> query.  How do I get this to get the correct format each time.
>
> Every other user gets the correct links.
>
> Luke
>
>
>
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016



From rdeptuch at norseman.ca  Tue Mar 29 12:17:48 2016
From: rdeptuch at norseman.ca (Robert Deptuch)
Date: Tue, 29 Mar 2016 16:17:48 +0000
Subject: [rt-users] Customizing the New ticket page on the RT Self service
	portal
Message-ID: <657b63fa179d4de38bfa32b1265dd042@NG-EDM-MAIL.norseman.ca>

I am trying to figure out when logged into the RT self service portal, if I can modify the way the list of Queues shows up when creating a new ticket? By default the Queue name and description are cluttered together, and have the same font size/color making it a little less user friendly then I would like. I would like to either modify the spacing so its not so cluttered, change the font size or color for the Queue name so it stands out better, or both. If anyone know if this is even possible or not before I get to time invested into it, I would greatly appreciate your knowledge.

I am using RT 4.2.9 currently.

Thanks.


[http://media.norseman.ca/Email/Signatures/NG/NI.jpg]
Robert Deptuch
Technical Support Analyst
3815 Wanuskewin Road
Saskatoon, SK, S7P 1A4
T:(306) 385-2735  F:(306) 249-1889
C:(306) 291-4409 TF:(888) 457-2004
rdeptuch at norseman.ca<mailto:rdeptuch at norseman.ca>  norseman.ca<www.norseman.ca>

The information in this e-mail and any attachments are privileged and confidential and for the intended recipient(s) only. Any unauthorized use is strictly prohibited. If you have received this e-mail in error, or are not an intended recipient, please notify the sender and delete or destroy all copies immediately.
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From bparish at cognex.com  Tue Mar 29 13:35:59 2016
From: bparish at cognex.com (Parish, Brent)
Date: Tue, 29 Mar 2016 17:35:59 +0000
Subject: [rt-users] Customizing the New ticket page on the RT Self
	service	portal
In-Reply-To: <657b63fa179d4de38bfa32b1265dd042@NG-EDM-MAIL.norseman.ca>
References: <657b63fa179d4de38bfa32b1265dd042@NG-EDM-MAIL.norseman.ca>
Message-ID: <7481380bda234117bdda99a319e82db2@USNAEXCP1.pc.cognex.com>

There?s probably other ways, but this is what we do:

Per the recommended method of altering RT code, copy share/html/SelfService/CreateTicketInQueue.html to local/html/SelfService/CreateTicketInQueue.html  (create the path first if it does not already exist, and be sure not to overwrite your customized CreateTicketInQueue.html if it is already in that local/?  path!)
   (see http://requesttracker.wikia.com/wiki/CustomizingWithLocalDir for details on customizing code in this way)

What changed the actual layout was the table style (qlist).
For this style to take effect, create a style sheet in local/static/css  (e.g. local/static/css/norseman.css).
   (see the official docs here https://docs.bestpractical.com/rt/4.4.0/customizing/styling_rt.html for details)

Tweak these to whatever looks good to you, this is our style sheet:

/*
*
*    CUSTOM CSS STYLES FOR RT
*
*/

/*  SELF SERVICE PAGE LAYOUTS  */

/*  THIN BORDERS GROUPING FORM ELEMENTS/SECTIONS TOGETHER  */
td.tblbdr { border: solid #bbbbbb 1px; }

/*  THE TEXT (INSTRUCTIONS) UNDERNEATH EACH FORM ELEMENT/INPUT  */
td.helptext {
   color: #444444;
   font-style: italic;
}

/*  LIST OF QUEUES TO CREATE A NEW TICKET IN, ON SelfService PAGE  */
table.qlist { border-style: none; }

/*  STYLE THE NAME OF THE QUEUE ON THIS "NEW TICKET IN ..." PAGE  */
/*       GENERIC (BOTH <TD> AND <A> TAGS)  */
.qname {
   color: blue;
   font-weight: bold;
}
/*       APPLIES TO THE <TD> TAG  */
td.qname { padding: 7px; }
/*       APPLIES TO THE <A> TAG  */
td.qname a:visited { color: blue; }

/*  FORCES TWO COLUMN (NEW TICKET) FORMS TO PUSH THE COLUMNS FURTHER APART  */
td.empty {
   width: 60px;
   overflow: hidden;
   display: inline-block;
   white-space: nowrap;
}

/*  FOR [Mandatory] CUSTOM FIELDS, CHANGE FORMATTING:  */
.requiredfield {
   color: #aa4444;
   font-style: italic;
}

/*  LEFT ALIGNED LABEL  */
.labelleft {
   .label
   text-align: left;
}


Have RT load that file via something like this in your RT_SiteConfig.pm file:
Set( @CSSFiles, ('norseman.css') );


Here is how we modified the CreateTicketInQueue.html file.
Only the style references are necessary, the rest is added code that looks in local/html/SelfService for html files that match the names of your queues.
If it finds one (e.g. Helpdesk.html, or whatever), it will load that customized page display in lieu of the generic ?new ticket? page.
We did this because some of our queues required extra text (helpful instructions) and page layout.

# diff -u /opt/rt4/share/html/SelfService/CreateTicketInQueue.html  CreateTicketInQueue.html
--- /opt/rt4/share/html/SelfService/CreateTicketInQueue.html    2015-06-19 22:44:32.956890832 -0400
+++ CreateTicketInQueue.html    2015-05-15 12:33:16.806628404 -0400
@@ -47,16 +47,21 @@
%# END BPS TAGGED BLOCK }}}
<& Elements/Header, Title => loc("Create a ticket") &>
-<h1><&|/l&>Select a queue for your new ticket</&></h1>
+<h1><&|/l&>Please select a queue (department) for your new ticket</&></h1>
-<dl>
+<table style='qlist'>
% while (my $queue = $queues->Next) {
 % next unless $queue->CurrentUserHasRight('CreateTicket');
-<dt><a href="<%RT->Config->Get('WebPath')%>/SelfService/Create.html?Queue=<%$queue->id%>"><%$queue->Name%></a></dt>
-<dd><%$queue->Description%></dd>
+% my $QueueName = $queue->Name;
+% if (-e "/opt/rt4/local/html/SelfService/$QueueName.html") {
+<tr><td class="qname"><a class="qname" href="<%RT->Config->Get('WebPath')%>/SelfService/<%$queue->Name%>.html?Queue=<%$queue->id%>"><%$queue->Name%></a></td>
+% } else {
+<tr><td class="qname"><a class="qname" href="<%RT->Config->Get('WebPath')%>/SelfService/Create.html?Queue=<%$queue->id%>"><%$queue->Name%></a></td>
% }
-</dl>
+<td><%$queue->Description%></td>
+% }
+</table>
<%init>
my $queues = RT::Queues->new($session{'CurrentUser'});
$queues->UnLimit;




From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Robert Deptuch
Sent: Tuesday, March 29, 2016 12:18 PM
To: 'rt-users at lists.bestpractical.com' <rt-users at lists.bestpractical.com>
Subject: [rt-users] Customizing the New ticket page on the RT Self service portal

I am trying to figure out when logged into the RT self service portal, if I can modify the way the list of Queues shows up when creating a new ticket? By default the Queue name and description are cluttered together, and have the same font size/color making it a little less user friendly then I would like. I would like to either modify the spacing so its not so cluttered, change the font size or color for the Queue name so it stands out better, or both. If anyone know if this is even possible or not before I get to time invested into it, I would greatly appreciate your knowledge.

I am using RT 4.2.9 currently.

Thanks.

[http://media.norseman.ca/Email/Signatures/NG/NI.jpg]

Robert Deptuch
Technical Support Analyst
3815 Wanuskewin Road
Saskatoon, SK, S7P 1A4
T:(306) 385-2735  F:(306) 249-1889
C:(306) 291-4409 TF:(888) 457-2004
rdeptuch at norseman.ca<mailto:rdeptuch at norseman.ca>  norseman.ca<https://urldefense.proofpoint.com/v2/url?u=http-3A__www.norseman.ca&d=CwMGaQ&c=VCWpAYkS3z1bOCIxc-BPGZarCq9MRCAVxZJE051VqH8&r=luSRdPePk6fhFa3rH2PFBzWEtgcJguY0a__6vpfaX-I&m=ZegfcbvMkpEDOVyYt4DxUDreZcNIqvqnTSJeJUZP73g&s=-vy2fqJrGbiagYaykuLoVXPH_1N9eySBa9eTxfDIlMk&e=>


The information in this e-mail and any attachments are privileged and confidential and for the intended recipient(s) only. Any unauthorized use is strictly prohibited. If you have received this e-mail in error, or are not an intended recipient, please notify the sender and delete or destroy all copies immediately.
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From barton at bywatersolutions.com  Tue Mar 29 14:14:01 2016
From: barton at bywatersolutions.com (Barton Chittenden)
Date: Tue, 29 Mar 2016 14:14:01 -0400
Subject: [rt-users] Automated time tracking
Message-ID: <CAMSJbVsxJkL-cefTgSHTO6mD-Fn2C4M49Wz8WfeoiwSZZtK=qA@mail.gmail.com>

I was wondering if anyone knows of plugins that would allow for automatic
tracking of time worked. There seem to be several plugins that create
different interfaces for manually entering time (see
https://metacpan.org/search?q=RT%3A%3AExtension+time&search_type=modules),
but I'm looking for something more like https://toggl.com/ -- a wrapper
around a javascript timer that will dump into the ticket's time worked.

Has anyone developed anything like that?

Thanks,

---Barton
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From jbrandt at bestpractical.com  Tue Mar 29 14:18:42 2016
From: jbrandt at bestpractical.com (Jim Brandt)
Date: Tue, 29 Mar 2016 14:18:42 -0400
Subject: [rt-users] Automated time tracking
In-Reply-To: <CAMSJbVsxJkL-cefTgSHTO6mD-Fn2C4M49Wz8WfeoiwSZZtK=qA@mail.gmail.com>
References: <CAMSJbVsxJkL-cefTgSHTO6mD-Fn2C4M49Wz8WfeoiwSZZtK=qA@mail.gmail.com>
Message-ID: <56FAC702.8020300@bestpractical.com>

Hi Barton,

RT 4.4 added a pop-up ticket timer. Is that what you're looking for?

This blog post has a screenshot:

https://bestpractical.com/blog/2016/3/improved-time-tracking-in-rt

Jim

On 3/29/16 2:14 PM, Barton Chittenden wrote:
> I was wondering if anyone knows of plugins that would allow for
> automatic tracking of time worked. There seem to be several plugins that
> create different interfaces for manually entering time (see
> https://metacpan.org/search?q=RT%3A%3AExtension+time&search_type=modules),
> but I'm looking for something more like https://toggl.com/ -- a wrapper
> around a javascript timer that will dump into the ticket's time worked.
>
> Has anyone developed anything like that?
>
> Thanks,
>
> ---Barton
>
>
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016
>


From ktm at rice.edu  Tue Mar 29 14:18:50 2016
From: ktm at rice.edu (ktm at rice.edu)
Date: Tue, 29 Mar 2016 13:18:50 -0500
Subject: [rt-users] Automated time tracking
In-Reply-To: <CAMSJbVsxJkL-cefTgSHTO6mD-Fn2C4M49Wz8WfeoiwSZZtK=qA@mail.gmail.com>
References: <CAMSJbVsxJkL-cefTgSHTO6mD-Fn2C4M49Wz8WfeoiwSZZtK=qA@mail.gmail.com>
Message-ID: <20160329181850.GB29284@aart.rice.edu>

On Tue, Mar 29, 2016 at 02:14:01PM -0400, Barton Chittenden wrote:
> I was wondering if anyone knows of plugins that would allow for automatic
> tracking of time worked. There seem to be several plugins that create
> different interfaces for manually entering time (see
> https://metacpan.org/search?q=RT%3A%3AExtension+time&search_type=modules),
> but I'm looking for something more like https://toggl.com/ -- a wrapper
> around a javascript timer that will dump into the ticket's time worked.
> 
> Has anyone developed anything like that?
> 
> Thanks,
> 
> ---Barton


Hi Barton,

I believe that RT 4.4 includes that functionality.

Regards,
Ken


From barton at bywatersolutions.com  Tue Mar 29 14:34:19 2016
From: barton at bywatersolutions.com (Barton Chittenden)
Date: Tue, 29 Mar 2016 14:34:19 -0400
Subject: [rt-users] Automated time tracking
In-Reply-To: <56FAC702.8020300@bestpractical.com>
References: <CAMSJbVsxJkL-cefTgSHTO6mD-Fn2C4M49Wz8WfeoiwSZZtK=qA@mail.gmail.com>
 <56FAC702.8020300@bestpractical.com>
Message-ID: <CAMSJbVva9ns=zWuMydnAZ=opTRZxH36cOQykp0mxxyXqyRZ4uQ@mail.gmail.com>

Jim,

I looked at
https://bestpractical.com/blog/2016/3/improved-time-tracking-in-rt, but I
didn't explicitly see anything that tracked how long the browser session
containing the ticket had been open, which is what I really want.

On Tue, Mar 29, 2016 at 2:18 PM, Jim Brandt <jbrandt at bestpractical.com>
wrote:

> Hi Barton,
>
> RT 4.4 added a pop-up ticket timer. Is that what you're looking for?
>
> This blog post has a screenshot:
>
> https://bestpractical.com/blog/2016/3/improved-time-tracking-in-rt
>
> Jim
>
>
> On 3/29/16 2:14 PM, Barton Chittenden wrote:
>
>> I was wondering if anyone knows of plugins that would allow for
>> automatic tracking of time worked. There seem to be several plugins that
>> create different interfaces for manually entering time (see
>> https://metacpan.org/search?q=RT%3A%3AExtension+time&search_type=modules
>> ),
>> but I'm looking for something more like https://toggl.com/ -- a wrapper
>> around a javascript timer that will dump into the ticket's time worked.
>>
>> Has anyone developed anything like that?
>>
>> Thanks,
>>
>> ---Barton
>>
>>
>> ---------
>> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
>> * Washington DC - May 23 & 24, 2016
>>
>> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016
>
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From jvdwege at xs4all.nl  Tue Mar 29 14:58:23 2016
From: jvdwege at xs4all.nl (Joop)
Date: Tue, 29 Mar 2016 20:58:23 +0200
Subject: [rt-users] User not getting the webpath in links
In-Reply-To: <56FAA68D.3010105@openimp.com>
References: <56F420FD.6030200@openimp.com> <56F4231A.2020909@openimp.com>
 <56FAA68D.3010105@openimp.com>
Message-ID: <56FAD04F.3000803@xs4all.nl>

On 29-3-2016 18:00, Luke Hopkins wrote:
> Has anyone encountered this issue before?  Am I not providing enough
> information to make the issue clear?
>
> On 24/03/2016 17:25, Luke Hopkins wrote:
>>
>> I recently upgraded my database from 4.0.4 to 4.4.0.  Everything works
>> fine except for one user who doesn't get the right links. Whenever the
>> user clicks on a queue all tickets have the format:
>>
>> '  <b><a href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#',
>>
>> while every other user has the correct format of:
>>
>> '<b><a
>> href="__WebPath__/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#',
>>
>>
>> This cause the user to get a 503 whenever they click a link because the
>> WebPath is missing.
>>
>> I can change the format but it always reverts back when I leave the
>> query.  How do I get this to get the correct format each time.
I think I have seen this before on the list. Think has something todo
with a search that is in the attributes table and thus part of the users
profile.
There is a rt-attributes-viewer command that will show you the decoded
content. Find all the records of that user and run the searches through
this tool to see which one it is. There is also an editor tool.

Regards,

Joop



From jbrandt at bestpractical.com  Tue Mar 29 14:58:41 2016
From: jbrandt at bestpractical.com (Jim Brandt)
Date: Tue, 29 Mar 2016 14:58:41 -0400
Subject: [rt-users] Automated time tracking
In-Reply-To: <CAMSJbVva9ns=zWuMydnAZ=opTRZxH36cOQykp0mxxyXqyRZ4uQ@mail.gmail.com>
References: <CAMSJbVsxJkL-cefTgSHTO6mD-Fn2C4M49Wz8WfeoiwSZZtK=qA@mail.gmail.com>
 <56FAC702.8020300@bestpractical.com>
 <CAMSJbVva9ns=zWuMydnAZ=opTRZxH36cOQykp0mxxyXqyRZ4uQ@mail.gmail.com>
Message-ID: <56FAD061.1030904@bestpractical.com>



On 3/29/16 2:34 PM, Barton Chittenden wrote:
> Jim,
>
> I looked at
> https://bestpractical.com/blog/2016/3/improved-time-tracking-in-rt, but
> I didn't explicitly see anything that tracked how long the browser
> session containing the ticket had been open, which is what I really want.
>

Ah, I see. Yeah, it's one more click to open the timer window.

> On Tue, Mar 29, 2016 at 2:18 PM, Jim Brandt <jbrandt at bestpractical.com
> <mailto:jbrandt at bestpractical.com>> wrote:
>
>     Hi Barton,
>
>     RT 4.4 added a pop-up ticket timer. Is that what you're looking for?
>
>     This blog post has a screenshot:
>
>     https://bestpractical.com/blog/2016/3/improved-time-tracking-in-rt
>
>     Jim
>
>
>     On 3/29/16 2:14 PM, Barton Chittenden wrote:
>
>         I was wondering if anyone knows of plugins that would allow for
>         automatic tracking of time worked. There seem to be several
>         plugins that
>         create different interfaces for manually entering time (see
>         https://metacpan.org/search?q=RT%3A%3AExtension+time&search_type=modules),
>         but I'm looking for something more like https://toggl.com/ -- a
>         wrapper
>         around a javascript timer that will dump into the ticket's time
>         worked.
>
>         Has anyone developed anything like that?
>
>         Thanks,
>
>         ---Barton
>
>
>         ---------
>         RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
>         * Washington DC - May 23 & 24, 2016
>
>     ---------
>     RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
>     * Washington DC - May 23 & 24, 2016
>
>


From jvdwege at xs4all.nl  Tue Mar 29 15:06:53 2016
From: jvdwege at xs4all.nl (Joop)
Date: Tue, 29 Mar 2016 21:06:53 +0200
Subject: [rt-users] Display custom fields in a ticket
In-Reply-To: <3135BE7DD2D7484C840CDD011A999B7456D693BB@MOXCXR.na.bayer.cnb>
References: <3135BE7DD2D7484C840CDD011A999B7456D693BB@MOXCXR.na.bayer.cnb>
Message-ID: <56FAD24D.9040200@xs4all.nl>

On 29-3-2016 2:09, Jeffrey Pilant wrote:
>
> Joop wrote:
>
> > Jeffrey Pilant wrote:
>
> > >/Could this be a customization of the old system?  If so, what files
> would exist /
>
> /> > to hold the customization?  [I know there is an overload
> mechanism, and maybe some /
>
> /> > config stuff, but I don't recall the details.]  If I could locate
> the old file set /
>
> /> > and look at those files, maybe it will give me an idea to try./
>
> >/ /
>
> > Possible but it could be hidden or it could be obvious.
>
> > If its done well than the customisation should be done in the
>
> > /opt/rt4/local/ tree and it would survive updates. Now its probably not
>
> > a plugin so you could skip looking at the plugins folder but you never
>
> > know. Do you run plugins?
>
> > Anything in the 'lib' or 'html' folder may overrule the same file from
>
> > /opt/rt4/{lib|html} and anything in the callback folder can add/overrule
>
> > parts or anything using the callback mechanism built into RT
>
> > So is anything in it in the old system?
>
> > If it isn't done nicely then things get tricky. Source files can be
>
> > altered directly and finding them could involve getting a diff between
>
> > whats installed now and how a pristine installed tree looks like.
>
> > Looking at modified dates might also be a way to find diffs.
>
> > 
>
> > Lets see how far we get this time :-)
>
> > 
>
> > Joop
>
>  
>
> I think I have some customized old system files.  I don?t have any
> .../local file
>
> Overrides in the 3.8.4 system.  But based on your info, I found the file
>
>         Ticket/Elements/ShowSummary
>
> Which looked to be customized (or at least it shows the text ?Custom
> Fields?.
>
I also run an old RT install (3.8) and that is how the ShowSummary
should look.

>  
>
> Comparing the two, it is clear that the 4.2.10 version does not have
> these Fields as part of the file.  Below is a DOS diff, showing the
> differences of between the files.  Can you tell me what file(s) I need
> to create to make a local override in the new system, and what you
> suggest for the contents?  The new system is a clean install, so the
> files should be default values.  Also, what other files do I need to
> look at for these custom fields?  I.e., ticked edit, self-service,
> others....
>
>
In 4.2 BP introduced the concept of CustomFieldGrouping where you can
add CFs to other metadata blocks like Dates or People thats why
ShowSummary is different.
Could it be that the configuration variable todo wiht CF-Grouping has
been modified (incorrectly)??

Joop


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From jeffrey.pilant at bayer.com  Tue Mar 29 16:49:53 2016
From: jeffrey.pilant at bayer.com (Jeffrey Pilant)
Date: Tue, 29 Mar 2016 20:49:53 +0000
Subject: [rt-users] Display custom fields in a ticket
Message-ID: <3135BE7DD2D7484C840CDD011A999B7456D694AB@MOXCXR.na.bayer.cnb>

Joop wrote:

> In 4.2 BP introduced the concept of CustomFieldGrouping where you can

> add CFs to other metadata blocks like Dates or People thats why

> ShowSummary is different.

> Could it be that the configuration variable todo wiht CF-Grouping has

> been modified (incorrectly)??
>
> Joop

That probably explains it.  Here is the substance of my RT_SiteConfig.pm file:
  Set($rtname, 'XXXXX.COM');
  Set($WebDomain, 'XXXXX');
  Set(@ReferrerWhitelist, qw(AAA.BBB.CCC.DDD:80 XXXXX:80 xxxxx:80));
  Set($WebPath, "/rt");

We don't use the email side at all (the server cannot even send mail), only the web side.

Can you give me the CustomFieldGrouping I need?  We have CF's of the following patterns:
  LookupType  #  Name  Added   Type   Pattern  Status
  Articles    #  CF    XX      ZZZZZ           Enabled
  Articles    #  CF    XX, YY  ZZZZZ           Enabled
  Tickets     #  CF    XX      ZZZZZ  [WWW]    Enabled
  Tickets     #  CF    XX      ZZZZZ           Enabled
  Tickets     #  CF    Global  ZZZZZ  [WWW]    Enabled
  Tickets     #  CF    Global  ZZZZZ           Enabled
With a total of 5 article and 20 ticket CFs.  Two of the latter are test entries.

The RT_Config.pm suggests something of the form:
  Set(%CustomFieldGroupings,
      'RT::Ticket' => [
          'Grouping Name'     => ['CF Name', 'Another CF'],
          'Another Grouping'  => ['Some CF'],
          'Dates'             => ['Shipped date'],
      ],
      'RT::User' => [
          'Phones' => ['Fax number'],
      ],
  );

If I have to add to a predefined group, I would like to add to "Basics".

After adding to RT_SiteConfig.pm, I will bounce the web server to verify.

Thanks for your assistance.

/jeff


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From ggreene at minervanetworks.com  Tue Mar 29 18:35:50 2016
From: ggreene at minervanetworks.com (Gary Greene)
Date: Tue, 29 Mar 2016 22:35:50 +0000
Subject: [rt-users] RT 4.2.12 upgrade not sending email out....
Message-ID: <967297C1-F478-499A-9EAC-39444B57888D@minervanetworks.com>

After a recent upgrade to 4.2.12, RT doesn?t seem to be sending out emails. It accepts them in, but we don?t get any acknowledgement emails, nor correspondences.

I need a way to debug this to pin-point the issue, thanks.

--
Gary L. Greene, Jr.
Sr. Systems Administrator
IT Operations
Minerva Networks, Inc.
Cell: +1 (650) 704-6633




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From jvdwege at xs4all.nl  Wed Mar 30 02:46:51 2016
From: jvdwege at xs4all.nl (Joop)
Date: Wed, 30 Mar 2016 08:46:51 +0200
Subject: [rt-users] Display custom fields in a ticket
In-Reply-To: <3135BE7DD2D7484C840CDD011A999B7456D694AB@MOXCXR.na.bayer.cnb>
References: <3135BE7DD2D7484C840CDD011A999B7456D694AB@MOXCXR.na.bayer.cnb>
Message-ID: <56FB765B.9000200@xs4all.nl>

On 29-3-2016 22:49, Jeffrey Pilant wrote:
>
> Joop wrote:
>
> > In 4.2 BP introduced the concept of CustomFieldGrouping where you can
> > add CFs to other metadata blocks like Dates or People thats why
> > ShowSummary is different.
> > Could it be that the configuration variable todo wiht CF-Grouping has
> > been modified (incorrectly)??
>
> > 
>
> > Joop
>
>  
>
> That probably explains it.  Here is the substance of my
> RT_SiteConfig.pm file:
>
>   Set($rtname, 'XXXXX.COM');
>
>   Set($WebDomain, 'XXXXX');
>
>   Set(@ReferrerWhitelist, qw(AAA.BBB.CCC.DDD:80 XXXXX:80 xxxxx:80));
>
>   Set($WebPath, "/rt");
>
>  
>
> We don?t use the email side at all (the server cannot even send mail),
> only the web side.
>
>  
>
> Can you give me the CustomFieldGrouping I need?  We have CF?s of the
> following patterns:
>
>   LookupType  #  Name  Added   Type   Pattern  Status
>
>   Articles    #  CF    XX      ZZZZZ           Enabled
>
>   Articles    #  CF    XX, YY  ZZZZZ           Enabled
>
>   Tickets     #  CF    XX      ZZZZZ  [WWW]    Enabled
>
>   Tickets     #  CF    XX      ZZZZZ           Enabled
>
>   Tickets     #  CF    Global  ZZZZZ  [WWW]    Enabled
>
>   Tickets     #  CF    Global  ZZZZZ           Enabled
>
> With a total of 5 article and 20 ticket CFs.  Two of the latter are
> test entries.
>
>  
>
> The RT_Config.pm suggests something of the form:
>
>   Set(%CustomFieldGroupings,
>
>       'RT::Ticket' => [
>
>           'Grouping Name'     => ['CF Name', 'Another CF'],
>
>           'Another Grouping'  => ['Some CF'],
>
>           'Dates'             => ['Shipped date'],
>
>       ],
>
>       'RT::User' => [
>
>           'Phones' => ['Fax number'],
>
>       ],
>
>   );
>
>  
>
> If I have to add to a predefined group, I would like to add to "Basics".
>
>  
>
> After adding to RT_SiteConfig.pm, I will bounce the web server to verify.
>
>
Anything that isn't in RT_SiteConfig.pm has a default that should give
you a working RT.
You didn't change anything in RT_Config.pm?

I'm at the end of my wits. Can't think of anything that would cause this
without having access to the systems.

Joop

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From skupko.sk at gmail.com  Wed Mar 30 07:52:14 2016
From: skupko.sk at gmail.com (Peter Viskup)
Date: Wed, 30 Mar 2016 13:52:14 +0200
Subject: [rt-users] RT::Crypt::GPG with gpg-agent
Message-ID: <CAPa6PsHP2PCOK=sCR1fS1U+vNfNsDYT1R6GBO+qWX29vNgJ8Pw@mail.gmail.com>

Hello all,
just trying to figure how to setup RT with use of gpg-agent.

Tried to start gpg-agent this way:

root at server:~# gpg-agent --daemon --pinentry-program
/usr/bin/pinentry-curses --home /opt/rt4/var/data/GnuPG

And then in RT_SiteConfig.pm:
Set( %GnuPG,
        Enable => 1,
        OutgoingMessagesFormat => 'RFC',
        AllowEncryptDataInDB => 0
);

Set( %GnuPGOptions,
        'digest-algo'   => 'SHA512',
        'use-agent'    => undef,
        'gpg-agent-info'=> '/opt/rt4/var/data/GnuPG/.agent-socket',
        'no-permission-warning' => undef,
        'homedir'       => '/opt/rt4/var/data/GnuPG'
);

Set( @MailPlugins =>
        "Auth::MailFrom",
        "Auth::Crypt"
);

Unfortunately it didn't work.

The gpg-agent-info option need to have the values which change with
every gpg-agent execution.

It could be possible to use write-env-file option and then read the
file by RT. Is it possible to extend the RT_SiteConfig.pm that way it
will read the file and fill the gpg-agent-info value in GnuPGOptions
hash?

Any other thoughts?

We are running GnuPG version 1.4.12, GnuPG agent version 2.0.19 and
latest release of RT 4.2.

-- 
Peter


From jbrandt at bestpractical.com  Wed Mar 30 09:06:54 2016
From: jbrandt at bestpractical.com (Jim Brandt)
Date: Wed, 30 Mar 2016 09:06:54 -0400
Subject: [rt-users] RT::Crypt::GPG with gpg-agent
In-Reply-To: <CAPa6PsHP2PCOK=sCR1fS1U+vNfNsDYT1R6GBO+qWX29vNgJ8Pw@mail.gmail.com>
References: <CAPa6PsHP2PCOK=sCR1fS1U+vNfNsDYT1R6GBO+qWX29vNgJ8Pw@mail.gmail.com>
Message-ID: <56FBCF6E.9020001@bestpractical.com>



On 3/30/16 7:52 AM, Peter Viskup wrote:
> Hello all,
> just trying to figure how to setup RT with use of gpg-agent.
>
> Tried to start gpg-agent this way:
>
> root at server:~# gpg-agent --daemon --pinentry-program
> /usr/bin/pinentry-curses --home /opt/rt4/var/data/GnuPG
>
> And then in RT_SiteConfig.pm:
> Set( %GnuPG,
>          Enable => 1,
>          OutgoingMessagesFormat => 'RFC',
>          AllowEncryptDataInDB => 0
> );
>
> Set( %GnuPGOptions,
>          'digest-algo'   => 'SHA512',
>          'use-agent'    => undef,
>          'gpg-agent-info'=> '/opt/rt4/var/data/GnuPG/.agent-socket',
>          'no-permission-warning' => undef,
>          'homedir'       => '/opt/rt4/var/data/GnuPG'
> );
>
> Set( @MailPlugins =>
>          "Auth::MailFrom",
>          "Auth::Crypt"
> );
>
> Unfortunately it didn't work.
>
> The gpg-agent-info option need to have the values which change with
> every gpg-agent execution.
>
> It could be possible to use write-env-file option and then read the
> file by RT. Is it possible to extend the RT_SiteConfig.pm that way it
> will read the file and fill the gpg-agent-info value in GnuPGOptions
> hash?
>
> Any other thoughts?
>
> We are running GnuPG version 1.4.12, GnuPG agent version 2.0.19 and
> latest release of RT 4.2.
>

I think the use-standard-socket option is another approach. The value is 
then consistent each time. This has become the default in version 2.


From ssn at ebi.ac.uk  Wed Mar 30 09:58:30 2016
From: ssn at ebi.ac.uk (Sundeep Singh Nanuwa)
Date: Wed, 30 Mar 2016 14:58:30 +0100
Subject: [rt-users] hotmail address requester does not get email
 notifications if reply sent via a mail client
In-Reply-To: <56FA7A88.1040104@ebi.ac.uk>
References: <56FA7A88.1040104@ebi.ac.uk>
Message-ID: <56FBDB86.6070705@ebi.ac.uk>

Hi,

I have narrowed down the issue to being a missing configuration with RT 
permissions - not an issue with any ISP in particular.

If a reply is sent via a mail client, RT logs this message...

[4020] [Tue Mar 29 15:46:51 2016] [info]: 
<rt-4.2.12-4020-1459266411-1469.76661-6-0 at example.com> xxxxx at hotmail.com 
is *blacklisted* because autogenerated messages are configured to only 
be sent to *privileged* users (RedistributeAutoGeneratedMessages). 
*Skipping* (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:841) /- this is 
the reason why RT never sends an email to the requester/

The log above appears because the requester is not a privileged user 
(nor should they be as they're an external user), what permission needs 
setting to allow RT send emails to unprivileged users?

As a test, if I make the user a privileged user and send a reply from a 
mail client RT does send an email to the requester.
[23268] [Wed Mar 30 13:53:00 2016] [info]: 
<rt-4.2.12-23268-1459345980-196.76661-6-0 at example.com> *sent* To: 
xxxxx at hotmail.com (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:315)

As usual, if a reply is sent via RT web - the requester receives the 
email as expected.

Any suggestions?

Thanks
Sunny



On 29/03/16 13:52, Sunny wrote:
> Hi all,
>
> I'm experiencing an issue with a particular queue where by a Hotmail 
> address requester does not get email notifications if their ticket is 
> replied to via a mail client - RT gets updated with the reply but it 
> doesn't send out an email to the requester. If the same ticket is 
> replied to via RT web the Hotmail address requester does receive a 
> reply - again RT gets updated with the reply but this time it does 
> send out an email to the requester.
>
> It's only to Hotmail addresses where I see this issue, gmail and our 
> domain is fine.
>
> The setup of the queue (example)...
>
> Queue name = queue1
> Reply Address = queue1 at xyz.org
>
> The actual queue email address is queue1 at abc.org
> queue1 at xyz.org forwards to queue1 at abc.org which then goes into RT at 
> rt4 at helpdesk.abc.org
>
> If I change the reply address from queue1 at xyz.org to queue1 at abc.org 
> the RT gets updated and the hotmail address requester receives the 
> reply, however, I need the reply address to be queue1 at xyz.org.
>
> Any suggestions?
>
> Thanks
> Regards
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016

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From jeffrey.pilant at bayer.com  Wed Mar 30 10:24:45 2016
From: jeffrey.pilant at bayer.com (Jeffrey Pilant)
Date: Wed, 30 Mar 2016 14:24:45 +0000
Subject: [rt-users] Display custom fields in a ticket
Message-ID: <3135BE7DD2D7484C840CDD011A999B7456D694F1@MOXCXR.na.bayer.cnb>

Joop wrote:
> Anything that isn't in RT_SiteConfig.pm has a default that should give
> you a working RT.
> You didn't change anything in RT_Config.pm?
>
> I'm at the end of my wits. Can't think of anything that would cause this
> without having access to the systems.

RT_Config.pm is untouched.  While it suggests a value for CustomFieldGrouping in the comments, it does not actually set it.

As you saw, this is a strait up upgrade of a working system.  I only customized it enough to add in the ID and web info.  It does work, just not with custom fields.

/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,
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From skupko.sk at gmail.com  Wed Mar 30 11:41:02 2016
From: skupko.sk at gmail.com (Peter Viskup)
Date: Wed, 30 Mar 2016 17:41:02 +0200
Subject: [rt-users] Full text indexer issue with img html tag
Message-ID: <CAPa6PsHuZ6Z=wPw1xZ1xD9rSzUEq6qrsTnPbTVvMboRxuAwv8Q@mail.gmail.com>

Hello all,
we are experiencing issue with full text indexer which seems to be
related to HTML email with tag "<img
src="data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAABLgA.......==" />"
(28398 characters long) which seems to cause rt-fulltext-indexer fail
to update full text index.

We do see following debug messages:
Found attachment #3085
[834] [Wed Mar 30 12:33:32 2016] [warning]: NOTICE:  word is too long
to be indexed
DETAIL:  Words longer than 2047 characters are ignored.
(/opt/rt4/sbin/rt-fulltext-indexer:322)
[834] [Wed Mar 30 12:33:32 2016] [warning]: NOTICE:  word is too long
to be indexed
DETAIL:  Words longer than 2047 characters are ignored.
(/opt/rt4/sbin/rt-fulltext-indexer:322)
Processed attachment #3085

Anyone with another/better solution than removal of the affected ticket?

-- 
Peter Viskup


From jeffrey.pilant at bayer.com  Wed Mar 30 11:43:24 2016
From: jeffrey.pilant at bayer.com (Jeffrey Pilant)
Date: Wed, 30 Mar 2016 15:43:24 +0000
Subject: [rt-users] Display custom fields in a ticket
Message-ID: <3135BE7DD2D7484C840CDD011A999B7456D69520@MOXCXR.na.bayer.cnb>

That's odd.

I added the following to RT_SiteConfig.pm:
    Set(%CustomFieldGroupings,
        'RT::Ticket' => [
            'Custom Fields' => ['AAAAA', 'BBBBB',
                                'CCCCC', 'DDDDD', 'EEEEE',
                                'FFFFF', 'GGGGG', 'HHHHH',
                                'IIIII', 'JJJJJ',
                                'KKKKK', 'LLLLL', 'MMMMM', 'NNNNN',
                                'OOOOO', 'PPPPP', 'QQQQQ',
                                'RRRRR'],
        ],
    );

This gave me the error when logged in on the server to RT:
    An internal RT error has occurred. Your administrator can find more details in RT's log files.
Logging in via an external site failed to do anything.

Not wanting to leave it broken, I edited the RT_SiteConfig.pm and places pound (#) signs in front of the lines above.  I then rebooted.

Now it is working.

Huh?

Since it seems to be working now, I am not going to touch it for a while.

/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 
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From jbrandt at bestpractical.com  Wed Mar 30 13:08:03 2016
From: jbrandt at bestpractical.com (Jim Brandt)
Date: Wed, 30 Mar 2016 13:08:03 -0400
Subject: [rt-users] hotmail address requester does not get email
 notifications if reply sent via a mail client
In-Reply-To: <56FBDB86.6070705@ebi.ac.uk>
References: <56FA7A88.1040104@ebi.ac.uk> <56FBDB86.6070705@ebi.ac.uk>
Message-ID: <56FC07F3.6070102@bestpractical.com>

The configuration option to look at is the one identified in the 
message: $RedistributeAutoGeneratedMessages

You can read about it in your RT_Config or here:

https://docs.bestpractical.com/rt/4.2.12/RT_Config.html#Application-logic

Something about the incoming message is causing RT to identify it as 
machine generated, probably a header getting added somewhere in your 
email chain.

On 3/30/16 9:58 AM, Sundeep Singh Nanuwa wrote:
> Hi,
>
> I have narrowed down the issue to being a missing configuration with RT
> permissions - not an issue with any ISP in particular.
>
> If a reply is sent via a mail client, RT logs this message...
>
> [4020] [Tue Mar 29 15:46:51 2016] [info]:
> <rt-4.2.12-4020-1459266411-1469.76661-6-0 at example.com> xxxxx at hotmail.com
> is *blacklisted* because autogenerated messages are configured to only
> be sent to *privileged* users (RedistributeAutoGeneratedMessages).
> *Skipping* (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:841) /- this is
> the reason why RT never sends an email to the requester/
>
> The log above appears because the requester is not a privileged user
> (nor should they be as they're an external user), what permission needs
> setting to allow RT send emails to unprivileged users?
>
> As a test, if I make the user a privileged user and send a reply from a
> mail client RT does send an email to the requester.
> [23268] [Wed Mar 30 13:53:00 2016] [info]:
> <rt-4.2.12-23268-1459345980-196.76661-6-0 at example.com> *sent* To:
> xxxxx at hotmail.com (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:315)
>
> As usual, if a reply is sent via RT web - the requester receives the
> email as expected.
>
> Any suggestions?
>
> Thanks
> Sunny
>
>
>
> On 29/03/16 13:52, Sunny wrote:
>> Hi all,
>>
>> I'm experiencing an issue with a particular queue where by a Hotmail
>> address requester does not get email notifications if their ticket is
>> replied to via a mail client - RT gets updated with the reply but it
>> doesn't send out an email to the requester. If the same ticket is
>> replied to via RT web the Hotmail address requester does receive a
>> reply - again RT gets updated with the reply but this time it does
>> send out an email to the requester.
>>
>> It's only to Hotmail addresses where I see this issue, gmail and our
>> domain is fine.
>>
>> The setup of the queue (example)...
>>
>> Queue name = queue1
>> Reply Address = queue1 at xyz.org
>>
>> The actual queue email address is queue1 at abc.org
>> queue1 at xyz.org forwards to queue1 at abc.org which then goes into RT at
>> rt4 at helpdesk.abc.org
>>
>> If I change the reply address from queue1 at xyz.org to queue1 at abc.org
>> the RT gets updated and the hotmail address requester receives the
>> reply, however, I need the reply address to be queue1 at xyz.org.
>>
>> Any suggestions?
>>
>> Thanks
>> Regards
>> ---------
>> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
>> * Washington DC - May 23 & 24, 2016
>
>
>
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016
>


From ggreene at minervanetworks.com  Wed Mar 30 15:22:19 2016
From: ggreene at minervanetworks.com (Gary Greene)
Date: Wed, 30 Mar 2016 19:22:19 +0000
Subject: [rt-users] RT 4.2.12 upgrade not sending email out....
In-Reply-To: <967297C1-F478-499A-9EAC-39444B57888D@minervanetworks.com>
References: <967297C1-F478-499A-9EAC-39444B57888D@minervanetworks.com>
Message-ID: <8AF0B69D-4916-4549-9B08-9D3CF07B00F2@minervanetworks.com>

After doing some digging, it appears the issue was due to the queue?s scrips being disabled on the upgrade. After re-enabling them, the issue is resolved.

--
Gary L. Greene, Jr.
Sr. Systems Administrator
IT Operations
Minerva Networks, Inc.
Cell: +1 (650) 704-6633




> On Mar 29, 2016, at 3:35 PM, Gary Greene <ggreene at minervanetworks.com> wrote:
> 
> After a recent upgrade to 4.2.12, RT doesn?t seem to be sending out emails. It accepts them in, but we don?t get any acknowledgement emails, nor correspondences.
> 
> I need a way to debug this to pin-point the issue, thanks.
> 
> --
> Gary L. Greene, Jr.
> Sr. Systems Administrator
> IT Operations
> Minerva Networks, Inc.
> Cell: +1 (650) 704-6633
> 
> 
> 
> 
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016

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From fountain.ge at gmail.com  Wed Mar 30 17:18:00 2016
From: fountain.ge at gmail.com (Geoff Fountain)
Date: Wed, 30 Mar 2016 21:18:00 +0000
Subject: [rt-users] Attachments only work for privileged users
Message-ID: <CALEsGPq42v54Qxy5Y8Z4p4EvgsoN1knxcqbo_Z4VQM=DA4YwTw@mail.gmail.com>

As the title says... attaching something to a ticket only works for
privileged users. I'm guessing this is some sort of permissions issue, but
I am unable to find anything that explicitly allows or denies adding
attachments to a ticket.

Anyone have any ideas?

- gf
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From dustin at bestpractical.com  Wed Mar 30 17:34:48 2016
From: dustin at bestpractical.com (Dustin Graves)
Date: Wed, 30 Mar 2016 17:34:48 -0400
Subject: [rt-users] Attachments only work for privileged users
In-Reply-To: <CALEsGPq42v54Qxy5Y8Z4p4EvgsoN1knxcqbo_Z4VQM=DA4YwTw@mail.gmail.com>
References: <CALEsGPq42v54Qxy5Y8Z4p4EvgsoN1knxcqbo_Z4VQM=DA4YwTw@mail.gmail.com>
Message-ID: <B0E3164F-F356-40CD-8DEB-974F0E896ACD@bestpractical.com>

Hi Geoff,

If you?re talking about 4.4.0, this is a known issue that will be fixed in 4.4.1. In the meantime, attached you?ll find a patch that should fix the problem for you.

Thank you,
Dustin

> On Mar 30, 2016, at 5:18 PM, Geoff Fountain <fountain.ge at gmail.com> wrote:
> 
> As the title says... attaching something to a ticket only works for privileged users. I'm guessing this is some sort of permissions issue, but I am unable to find anything that explicitly allows or denies adding attachments to a ticket.
> 
> Anyone have any ideas?
> 
> - gf
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016
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From alex at chmrr.net  Thu Mar 31 00:32:37 2016
From: alex at chmrr.net (Alex Vandiver)
Date: Wed, 30 Mar 2016 21:32:37 -0700
Subject: [rt-users] Full text indexer issue with img html tag
In-Reply-To: <CAPa6PsHuZ6Z=wPw1xZ1xD9rSzUEq6qrsTnPbTVvMboRxuAwv8Q@mail.gmail.com>
References: <CAPa6PsHuZ6Z=wPw1xZ1xD9rSzUEq6qrsTnPbTVvMboRxuAwv8Q@mail.gmail.com>
Message-ID: <20160330213237.62be6a86@thraddash.chmrr.net>

On Wed, 30 Mar 2016 17:41:02 +0200
Peter Viskup <skupko.sk at gmail.com> wrote:
> we are experiencing issue with full text indexer

What version of RT?  That's a symptom of RT 4.0.9 or earlier; gradi4.0.10
contains a fix that makes RT simply skip that attachment.
 - Alex


From alex at chmrr.net  Thu Mar 31 00:49:43 2016
From: alex at chmrr.net (Alex Vandiver)
Date: Wed, 30 Mar 2016 21:49:43 -0700
Subject: [rt-users] Full text indexer issue with img html tag
In-Reply-To: <20160330213237.62be6a86@thraddash.chmrr.net>
References: <CAPa6PsHuZ6Z=wPw1xZ1xD9rSzUEq6qrsTnPbTVvMboRxuAwv8Q@mail.gmail.com>
 <20160330213237.62be6a86@thraddash.chmrr.net>
Message-ID: <20160330214943.4e234f4e@thraddash.chmrr.net>

On Wed, 30 Mar 2016 21:32:37 -0700
Alex Vandiver <alex at chmrr.net> wrote:
> What version of RT?  That's a symptom of RT 4.0.9 or earlier; 4.0.10
> contains a fix that makes RT simply skip that attachment.

Actually, my mistake -- it was fixed in 4.0.3:
https://github.com/bestpractical/rt/commit/692b5bcb

If you're running pre-4.0.3, you _certainly_ want to upgrade.
 - Alex


From Vinzenz.Sinapius at tracetronic.de  Thu Mar 31 02:23:04 2016
From: Vinzenz.Sinapius at tracetronic.de (Sinapius, Vinzenz)
Date: Thu, 31 Mar 2016 06:23:04 +0000
Subject: [rt-users] Infinite E-Mail-Loop MS Exchange vs RT
In-Reply-To: <F9FD8229D8CED74BB7B2056C57C2BF0D4C8D5664@HQ-EX2K10.tracetronic.local>
References: <F9FD8229D8CED74BB7B2056C57C2BF0D4C8D4651@HQ-EX2K10.tracetronic.local>
 <F9FD8229D8CED74BB7B2056C57C2BF0D4C8D5664@HQ-EX2K10.tracetronic.local>
Message-ID: <F9FD8229D8CED74BB7B2056C57C2BF0D4C949923@HQ-EX2K10.tracetronic.local>

Hi Everyone,

I think I found the cause of my problem. We merged the user with the invalid e-mail-address into a privileged user and the default option for $RedistributeAutoGeneratedMessages is that it redistributes machine generated mails only to privileged users.

Cheers,
Vinzenz
----------------------------------------------------------------------------------------
Vinzenz Sinapius 
Information Technology | Informationstechnik

tracetronic GmbH
Stuttgarter Str. 3
01189 DRESDEN
GERMANY 

Phone: +49 351 205768-167
Fax: +49 351 205768-999
E-mail: vinzenz.sinapius at tracetronic.de

Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY 
Managing Directors | Gesch?ftsf?hrer: Dr.-Ing. Rocco Deutschmann, Dr.-Ing. Peter Str?hle 
Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086  
----------------------------------------------------------------------------------------
-----Urspr?ngliche Nachricht-----
Von: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Sinapius, Vinzenz
Gesendet: Dienstag, 23. Februar 2016 16:53
An: rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] Infinite E-Mail-Loop MS Exchange vs RT

Hi,

Nobody experienced this error before? I'm using  RT 4.2.12.

Cheers,
Vinzenz
----------------------------------------------------------------------------------------
Vinzenz Sinapius
Information Technology | Informationstechnik

tracetronic GmbH
Stuttgarter Str. 3
01189 DRESDEN
GERMANY 

Phone: +49 351 205768-167
Fax: +49 351 205768-999
E-mail: vinzenz.sinapius at tracetronic.de

Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY Managing Directors | Gesch?ftsf?hrer: Dr.-Ing. Rocco Deutschmann, Dr.-Ing. Peter Str?hle Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086
----------------------------------------------------------------------------------------

-----Urspr?ngliche Nachricht-----
Von: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Sinapius, Vinzenz
Gesendet: Donnerstag, 18. Februar 2016 16:45
An: rt-users at lists.bestpractical.com
Betreff: [rt-users] Infinite E-Mail-Loop MS Exchange vs RT

Hi Everyone,

Is this behaviour a bug in RT or misconfiguration?

* Create a RT-User foo at example.com, foo at example.com doesn't exist in our Exchange-Server,
* Create a Ticket with foo at example.com as Cc
* Reply to this ticket
* Exchange replies that foo at example.com doesn't exist
* RT distributes this mail to all Ccs, etc. of the ticket, excluding foo at example.com 

-= (At this point we notice the User with the invalid e-mail-address and try to resolve this error) =-

* Merge RT-User foo at example.com into the RT-User bar at example.com, ( bar at example.com exists in our Exchange-Server. )
* Reply to this ticket
* Exchange replies that foo at example.com doesn't exist
* RT distributes this mail to all Ccs, etc. of the ticket, including foo at example.com
* Exchange replies that foo at example.com doesn't exist
* Repeat ad infinitum 

We broke this loop by taking RT offline, deleting all errormails from the mailq and setting the EmailAddress-Attribute of foo at example.com to bar at example.com in the database.

Cheers,
Vinzenz
----------------------------------------------------------------------------------------
Vinzenz Sinapius
Information Technology | Informationstechnik

tracetronic GmbH
Stuttgarter Str. 3
01189 DRESDEN
GERMANY 

Phone: +49 351 205768-167
Fax: +49 351 205768-999
E-mail: vinzenz.sinapius at tracetronic.de

Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY Managing Directors | Gesch?ftsf?hrer: Dr.-Ing. Rocco Deutschmann, Dr.-Ing. Peter Str?hle Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086
----------------------------------------------------------------------------------------
---------
RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html)
* Hamburg Germany - March 14 & 15, 2016
* Washington DC - May 23 & 24, 2016
---------
RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html)
* Hamburg Germany - March 14 & 15, 2016
* Washington DC - May 23 & 24, 2016


From skupko.sk at gmail.com  Thu Mar 31 03:47:06 2016
From: skupko.sk at gmail.com (Peter Viskup)
Date: Thu, 31 Mar 2016 09:47:06 +0200
Subject: [rt-users] Full text indexer issue with img html tag
In-Reply-To: <20160330214943.4e234f4e@thraddash.chmrr.net>
References: <CAPa6PsHuZ6Z=wPw1xZ1xD9rSzUEq6qrsTnPbTVvMboRxuAwv8Q@mail.gmail.com>
 <20160330213237.62be6a86@thraddash.chmrr.net>
 <20160330214943.4e234f4e@thraddash.chmrr.net>
Message-ID: <CAPa6PsFTaR6aGb_5nPK4Wg2VYqe58SPjQCHWdXAMYx8nfHCUNA@mail.gmail.com>

Fortunately our version is 4.2.10.
Just discovered we didn't ran rt-fulltext-indexer enough many times.
It proceeded with only 200 attachments at once. Is that some
limitation of PgSQL or rt-fulltext-indexer? Didn't read that in the
documentation.

I ran it in a loop, till it didn't report any other indexed
attachments. This solved our issue with full text search.
Thank you.

-- 
Peter Viskup


On Thu, Mar 31, 2016 at 6:49 AM, Alex Vandiver <alex at chmrr.net> wrote:
> On Wed, 30 Mar 2016 21:32:37 -0700
> Alex Vandiver <alex at chmrr.net> wrote:
>> What version of RT?  That's a symptom of RT 4.0.9 or earlier; 4.0.10
>> contains a fix that makes RT simply skip that attachment.
>
> Actually, my mistake -- it was fixed in 4.0.3:
> https://github.com/bestpractical/rt/commit/692b5bcb
>
> If you're running pre-4.0.3, you _certainly_ want to upgrade.
>  - Alex
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016


From alex at chmrr.net  Thu Mar 31 05:28:16 2016
From: alex at chmrr.net (Alex Vandiver)
Date: Thu, 31 Mar 2016 02:28:16 -0700
Subject: [rt-users] Full text indexer issue with img html tag
In-Reply-To: <CAPa6PsFTaR6aGb_5nPK4Wg2VYqe58SPjQCHWdXAMYx8nfHCUNA@mail.gmail.com>
References: <CAPa6PsHuZ6Z=wPw1xZ1xD9rSzUEq6qrsTnPbTVvMboRxuAwv8Q@mail.gmail.com>
 <20160330213237.62be6a86@thraddash.chmrr.net>
 <20160330214943.4e234f4e@thraddash.chmrr.net>
 <CAPa6PsFTaR6aGb_5nPK4Wg2VYqe58SPjQCHWdXAMYx8nfHCUNA@mail.gmail.com>
Message-ID: <20160331022816.6df51623@thraddash.chmrr.net>

On Thu, 31 Mar 2016 09:47:06 +0200
Peter Viskup <skupko.sk at gmail.com> wrote:
> Just discovered we didn't ran rt-fulltext-indexer enough many times.
> It proceeded with only 200 attachments at once. Is that some
> limitation of PgSQL or rt-fulltext-indexer? Didn't read that in the
> documentation.

See
https://docs.bestpractical.com/rt/4.4.0/full_text_indexing.html#Updating-the-index

You can pass --all to index all attachments, which looks to not be
documented.
 - Alex


From zux at pie-dabas.net  Thu Mar 31 08:54:11 2016
From: zux at pie-dabas.net (zux)
Date: Thu, 31 Mar 2016 15:54:11 +0300
Subject: [rt-users] approvals does not change state of dependent ticket
Message-ID: <56FD1DF3.3000501@pie-dabas.net>

Hi,
I have created a lifecycle with these defaults:

active          => [qw(open approved stalled)],
...
/defaults => {//
//            on_create => 'new',//
//            approved  => 'approved',//
//            denied    => 'rejected',/

if i understand the manual correctly, this should change the depending 
tickets status to 'approved':

/approved//
//
//    When an approval is accepted, the status of depending tickets will 
be changed to this value./

but that doesn't happen. Have I done something wrong, or do I understand 
this feature wrong? The lifecycle is applied to the queue, where the 
original ticket is.
I know it is in use, because I can set the status "approved" to the 
ticket manually. The default lifecycle doesn't have this status.


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From fountain.ge at gmail.com  Thu Mar 31 09:09:25 2016
From: fountain.ge at gmail.com (Geoff Fountain)
Date: Thu, 31 Mar 2016 13:09:25 +0000
Subject: [rt-users] Attachments only work for privileged users
In-Reply-To: <B0E3164F-F356-40CD-8DEB-974F0E896ACD@bestpractical.com>
References: <CALEsGPq42v54Qxy5Y8Z4p4EvgsoN1knxcqbo_Z4VQM=DA4YwTw@mail.gmail.com>
 <B0E3164F-F356-40CD-8DEB-974F0E896ACD@bestpractical.com>
Message-ID: <CALEsGPqBTJ8t-aY-G4r1=kSJbVoGcfrmBrOAdshLHoQnuJ3TCg@mail.gmail.com>

Excellent. Works a treat.

Thanks!

On Wed, Mar 30, 2016 at 5:34 PM Dustin Graves <dustin at bestpractical.com>
wrote:

> Hi Geoff,
>
> If you?re talking about 4.4.0, this is a known issue that will be fixed in
> 4.4.1. In the meantime, attached you?ll find a patch that should fix the
> problem for you.
>
> Thank you,
> Dustin
>
> > On Mar 30, 2016, at 5:18 PM, Geoff Fountain <fountain.ge at gmail.com>
> wrote:
> >
> > As the title says... attaching something to a ticket only works for
> privileged users. I'm guessing this is some sort of permissions issue, but
> I am unable to find anything that explicitly allows or denies adding
> attachments to a ticket.
> >
> > Anyone have any ideas?
> >
> > - gf
> > ---------
> > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> > * Washington DC - May 23 & 24, 2016
>
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From kobus.bensch at trustpayglobal.com  Wed Mar 30 12:06:04 2016
From: kobus.bensch at trustpayglobal.com (Kobus Bensch)
Date: Wed, 30 Mar 2016 17:06:04 +0100
Subject: [rt-users] Remove
In-Reply-To: <3135BE7DD2D7484C840CDD011A999B7456D694F1@MOXCXR.na.bayer.cnb>
References: <3135BE7DD2D7484C840CDD011A999B7456D694F1@MOXCXR.na.bayer.cnb>
Message-ID: <3BB833B4-F28E-4510-B1FD-D8137FE3C235@trustpayglobal.com>

Remove

-- 


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

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

The information in this email and any attachments are confidential and 
remain the property of Trustpay Global Ltd unless agreed by contract. It is 
intended solely for the person to whom or the entity to which it is 
addressed. If you are not the intended recipient you may not use, disclose, 
copy, distribute, print or rely on the content of this email or its 
attachments. If this email has been received by you in error please advise 
the sender and delete the email from your system. Trustpay Global Ltd does 
not accept any liability for any personal view expressed in this message.


From kobus.bensch at trustpayglobal.com  Thu Mar 31 05:45:02 2016
From: kobus.bensch at trustpayglobal.com (Kobus Bensch)
Date: Thu, 31 Mar 2016 10:45:02 +0100
Subject: [rt-users] Remove
In-Reply-To: <20160330214943.4e234f4e@thraddash.chmrr.net>
References: <CAPa6PsHuZ6Z=wPw1xZ1xD9rSzUEq6qrsTnPbTVvMboRxuAwv8Q@mail.gmail.com>
 <20160330213237.62be6a86@thraddash.chmrr.net>
 <20160330214943.4e234f4e@thraddash.chmrr.net>
Message-ID: <1E1A4E41-577F-4550-AA70-899E212F8E48@trustpayglobal.com>

Remove

-- 


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

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

The information in this email and any attachments are confidential and 
remain the property of Trustpay Global Ltd unless agreed by contract. It is 
intended solely for the person to whom or the entity to which it is 
addressed. If you are not the intended recipient you may not use, disclose, 
copy, distribute, print or rely on the content of this email or its 
attachments. If this email has been received by you in error please advise 
the sender and delete the email from your system. Trustpay Global Ltd does 
not accept any liability for any personal view expressed in this message.


From akos.torok at docca.hu  Thu Mar 31 11:44:55 2016
From: akos.torok at docca.hu (akos.torok at docca.hu)
Date: Thu, 31 Mar 2016 17:44:55 +0200
Subject: [rt-users] Alternative GUIs for RT?
In-Reply-To: <1s60wu4fqr.fsf@voll2.uninett.no>
References: <1s60wu4fqr.fsf@voll2.uninett.no>
Message-ID: <CAP6_3jv3sF77URObdF7xNB7SDOF11V-4yYrRHCnDo8BOo7DnCg@mail.gmail.com>

Hi Vegard,

We had a plan for a similar goal:
http://lists.bestpractical.com/pipermail/rt-users/2014-March/083068.html

We had and have not enough knowledge to use the new REST interface, so we
couldn't reach the original goal, but we made a lot of small ajax
implementations:

- we have a Results.html with all the fields is editable in the ticket
list, so the user could modify all the data (the columns) without
clicking-getting-diving into the ticket, and diving deeper into the
particular sub-page or jumbo (basics, dates, etc).

?
- a TicketSimple.html, just the necessary data

- we've changed the Ticket.html header, almost every field (custum and
default) field is ajax editable, no need to move to jumbo or so. Like this:

?



These are running on RT3.8, some of them on 4.2, we don't know yet how
those work on 4.4.

We don't know if our coding style and quality is okay for RT or not, and we
are not familiar how to share this plugins on github or so. So we use these
in house, but we could give you access to our test system, you can try it,
and if you find useful we could send you the code for 3.8 (and the 4.2 as
well but it is not in everyday use).

Bests,

?kos

On Thu, Mar 10, 2016 at 2:36 PM, Vegard Vesterheim <
vegard.vesterheim at uninett.no> 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. Maybe
> one could even add a user preference for default ticket display page.
>
> BTW, I am aware of the Jumbo option, and I also know that the latest
> version (4.4) can suppress display of unused fields. The mobile UI is
> also a possible solution to the complexity concern.
>
> My questions to the list, however, are of a more general nature:
>
>   Has anyone considered/implemented/used any alternative GUIs for
>   manipulating RT tickets?
>
> --
> - Vegard V -
> ---------
> RT 4.4 and RTIR Training Sessions (
> http://bestpractical.com/services/training.html)
> * Hamburg Germany - March 14 & 15, 2016
> * Washington DC - May 23 & 24, 2016
>
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From ssn at ebi.ac.uk  Thu Mar 31 12:20:38 2016
From: ssn at ebi.ac.uk (Sunny)
Date: Thu, 31 Mar 2016 17:20:38 +0100
Subject: [rt-users] enable NotifyActor on specific queue
Message-ID: <56FD4E56.9000704@ebi.ac.uk>

Hi,

NotifyActor is set to 0 in RT_Config.pm so not to notify the person who 
performs an update by email. Is it possible to override this setting for 
a specific queue using a scrip/template?

Thanks


From SJC at qvii.com  Thu Mar 31 13:08:03 2016
From: SJC at qvii.com (Cena, Stephen (ext. 300))
Date: Thu, 31 Mar 2016 17:08:03 +0000
Subject: [rt-users] RT "unpacking" .MSG files
Message-ID: <87F81E27495DC8489147E34A4152E26890018796@MailStore2010.ogp.qvii.com>

We are currently running RT 4.2.12. Users will submit tickets to us in regards to viral email attachments. We've instructed users to attach the message file itself versus the attachment to help keep things "safe". However, I'm seeing that if a user replies to an RT email and attaches the .MSG file, RT is unpacking the email into its components and storing the email and the attachment independently. If I attach the .MSG directly via the web interface it attaches properly. Is this expected behavior or do I need to change something in the system for email attachments?

Stephen Cena
Systems Administrator/Supervisor
Phone: (585) 544-0450 x300
To notify helpdesk: http://helpdesk or email: hd-general at qvii.com<mailto:hd-general at qvii.com>
Quality Vision International, Inc.



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From fountain.ge at gmail.com  Thu Mar 31 14:15:43 2016
From: fountain.ge at gmail.com (Geoff Fountain)
Date: Thu, 31 Mar 2016 18:15:43 +0000
Subject: [rt-users] Custom Field only showing first option
Message-ID: <CALEsGPrB-NkgLdop1ev27Pn-LoONKb2w1Z_K4hNO__S_jP=2qw@mail.gmail.com>

I'm having a rather strange issue with some custom fields that are based
off other custom fields. Whenever I select a category, I am only presented
with the first choice in the second custom field.

As an example:
[image: pasted2]
Yet there are many more Sub-Categories under that category.
mysql> select Name from CustomFieldValues where CustomField=11 AND
Category='Electrical/Lighting';
+-----------------+
| Name            |
+-----------------+
| Ballast         |
| Light Fixture   |
| Exit Light      |
| Emergency Light |
| Motion Sensor   |
+-----------------+
5 rows in set (0.00 sec)

Anyone have any ideas?

Thanks,
- gf
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From ggreene at minervanetworks.com  Thu Mar 31 14:42:30 2016
From: ggreene at minervanetworks.com (Gary Greene)
Date: Thu, 31 Mar 2016 18:42:30 +0000
Subject: [rt-users] Alternative GUIs for RT?
In-Reply-To: <CAP6_3jv3sF77URObdF7xNB7SDOF11V-4yYrRHCnDo8BOo7DnCg@mail.gmail.com>
References: <1s60wu4fqr.fsf@voll2.uninett.no>
 <CAP6_3jv3sF77URObdF7xNB7SDOF11V-4yYrRHCnDo8BOo7DnCg@mail.gmail.com>
Message-ID: <6C24706A-6D65-4B0E-A3B9-A56DD1D4BFE9@minervanetworks.com>

Wow! This is nice looking and much more functional for average users. Is this still based off RT3 code, or have you based it off the 4.x series? Also, are there any plans to make your changes available for public consumption?

--
Gary L. Greene, Jr.
Sr. Systems Administrator
IT Operations
Minerva Networks, Inc.
Cell: +1 (650) 704-6633




> On Mar 31, 2016, at 8:44 AM, akos.torok at docca.hu wrote:
> 
> Hi Vegard,
> 
> We had a plan for a similar goal: http://lists.bestpractical.com/pipermail/rt-users/2014-March/083068.html <http://lists.bestpractical.com/pipermail/rt-users/2014-March/083068.html>
> 
> We had and have not enough knowledge to use the new REST interface, so we couldn't reach the original goal, but we made a lot of small ajax implementations:
> 
> - we have a Results.html with all the fields is editable in the ticket list, so the user could modify all the data (the columns) without clicking-getting-diving into the ticket, and diving deeper into the particular sub-page or jumbo (basics, dates, etc).
> <ajax editable ticket list.png>
> ?
> - a TicketSimple.html, just the necessary data
> 
> - we've changed the Ticket.html header, almost every field (custum and default) field is ajax editable, no need to move to jumbo or so. Like this:
> <Ajaxed Ticket.png>
> ?
> 
> 
> 
> These are running on RT3.8, some of them on 4.2, we don't know yet how those work on 4.4.
> 
> We don't know if our coding style and quality is okay for RT or not, and we are not familiar how to share this plugins on github or so. So we use these in house, but we could give you access to our test system, you can try it, and if you find useful we could send you the code for 3.8 (and the 4.2 as well but it is not in everyday use).
> 
> Bests,
> 
> ?kos
> 
> On Thu, Mar 10, 2016 at 2:36 PM, Vegard Vesterheim <vegard.vesterheim at uninett.no <mailto:vegard.vesterheim at uninett.no>> 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. Maybe
> one could even add a user preference for default ticket display page.
> 
> BTW, I am aware of the Jumbo option, and I also know that the latest
> version (4.4) can suppress display of unused fields. The mobile UI is
> also a possible solution to the complexity concern.
> 
> My questions to the list, however, are of a more general nature:
> 
>   Has anyone considered/implemented/used any alternative GUIs for
>   manipulating RT tickets?
> 
> --
> - Vegard V -
> ---------
> RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html <http://bestpractical.com/services/training.html>)
> * Hamburg Germany - March 14 & 15, 2016
> * Washington DC - May 23 & 24, 2016
> 
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016

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From dave.a.florek at gmail.com  Thu Mar 31 15:21:35 2016
From: dave.a.florek at gmail.com (Dave Florek)
Date: Thu, 31 Mar 2016 15:21:35 -0400
Subject: [rt-users] Easy way to import a CSV file into ticketing?
Message-ID: <CA+M9YCn87M9z2ib=ebxK-4Y+g6pLXCLyJLhvr_v9oY0LhhOU-Q@mail.gmail.com>

Good afternoon,

If I have a CSV file full of information that I need to import into RT
that's not an asset, is there an easy way to do this? I'm looking at the
information posted in Postgresql for the database, and it looks doable,
however I'm not sure if I can do it with the UIDs that RT generates.

Any ideas?

Sincerely,
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From andrew at etc.gen.nz  Thu Mar 31 17:49:09 2016
From: andrew at etc.gen.nz (Andrew Ruthven)
Date: Fri, 01 Apr 2016 10:49:09 +1300
Subject: [rt-users] Alternative GUIs for RT?
In-Reply-To: <1s60wu4fqr.fsf@voll2.uninett.no>
References: <1s60wu4fqr.fsf@voll2.uninett.no>
Message-ID: <1459460949.9144.25.camel@etc.gen.nz>

Hi Vegard,

On Thu, 2016-03-10 at 14:36 +0100, Vegard Vesterheim wrote:
> My questions to the list, however, are of a more general nature:
> 
> ? Has anyone considered/implemented/used any alternative GUIs for
> ? manipulating RT tickets?

At my employer - Catalyst IT [0] - we have a public cloud offering
using OpenStack. We've added a panel to the OpenStack web management
interface (called Horizon) for creating, viewing and manipulating RT
tickets. It is pretty basic, but provides a much simpler interface for
our customers.

I can provide screenshots, and I expect the code if anyone is
interested.

Cheers,
Andrew


[0] http://catalyst.net.nz

-- 
Andrew Ruthven, Wellington, New Zealand
andrew at etc.gen.nz             |     linux.conf.au 2016 
  New Zealand's only Cloud:   | LCA By the Bay, Geelong, AU
https://catalyst.net.nz/cloud | http://lca2016.linux.org.au