From Brian_Barrett at URMC.Rochester.edu Wed Feb 1 11:24:00 2017 From: Brian_Barrett at URMC.Rochester.edu (Barrett, Brian) Date: Wed, 1 Feb 2017 16:24:00 +0000 Subject: [rt-users] Search question: after a specific date Message-ID: <54d7dc9e46e846699337d71d5bc1e1af@EXMBXSDC03.urmc-sh.rochester.edu> Dear RT, I have a question regarding the searching for "after" a specific date on 2 consecutive months. The results for the current month include tickets from the previous. See below When I do a search for Status = 'resolved' AND Owner = "user' AND Resolved > '2016-12-31' I get a specific total of 38 When I do a search for Status = 'resolved' AND Owner = "user' AND Resolved > '201-01-31' I get a specific total of 6 The 6 tickets showing for Feb are also in the report for Jan? Why? I'm using RT v4.1.11 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jbrandt at bestpractical.com Wed Feb 1 12:06:49 2017 From: jbrandt at bestpractical.com (Jim Brandt) Date: Wed, 1 Feb 2017 12:06:49 -0500 Subject: [rt-users] SLA Extension - searching for tickets with SLA not set In-Reply-To: References: Message-ID: What do you get if you search for SLA = '' ? On 1/31/17 10:55 PM, Chris McClement wrote: > I can't figure out how to search for a field (specifically, "SLA") that > is unset: > > Tickets that are emailed to our helpdesk are inserted into a "Helpdesk" > queue and from there an operator reviews the content and then assigns > the ticket to the relevant queue. > > The "Helpdesk" queue does not have an SLA assigned to it, but the > downstream queues do. What's been happening, though, is that tickets > transferred from "Helpdesk" to "Queue1" (not it's real name) aren't > picking up the SLA default setting. Instead, the SLA field is unset. > > If I search for tickets with SLA = 'STANDARD' I get results showing > tickets that have that SLA value. > > If I search for tickets with SLA != 'STANDARD' I only get tickets that > have the SLA field set (URGENT or CRITICAL, for example). But I don't > get the hundreds of tickets that don't have the SLA field set at all. > > Does anyone know the syntax to use to search for a field that is unset? > > From jbrandt at bestpractical.com Wed Feb 1 12:14:21 2017 From: jbrandt at bestpractical.com (Jim Brandt) Date: Wed, 1 Feb 2017 12:14:21 -0500 Subject: [rt-users] SLA Extension - searching for tickets with SLA not set In-Reply-To: References: Message-ID: <9c559677-a87c-e5be-a961-c96c6ed8cf1d@bestpractical.com> More detail if running on 4.4.1: SLA = '' # tickets where SLA was unset from a previous value SLA is NULL # never had an SLA set So this may be what you want: SLA is NULL OR SLA = '' On 2/1/17 12:06 PM, Jim Brandt wrote: > What do you get if you search for SLA = '' ? > > On 1/31/17 10:55 PM, Chris McClement wrote: >> I can't figure out how to search for a field (specifically, "SLA") that >> is unset: >> >> Tickets that are emailed to our helpdesk are inserted into a "Helpdesk" >> queue and from there an operator reviews the content and then assigns >> the ticket to the relevant queue. >> >> The "Helpdesk" queue does not have an SLA assigned to it, but the >> downstream queues do. What's been happening, though, is that tickets >> transferred from "Helpdesk" to "Queue1" (not it's real name) aren't >> picking up the SLA default setting. Instead, the SLA field is unset. >> >> If I search for tickets with SLA = 'STANDARD' I get results showing >> tickets that have that SLA value. >> >> If I search for tickets with SLA != 'STANDARD' I only get tickets that >> have the SLA field set (URGENT or CRITICAL, for example). But I don't >> get the hundreds of tickets that don't have the SLA field set at all. >> >> Does anyone know the syntax to use to search for a field that is unset? >> >> From jeffrey.pilant.ext at bayer.com Wed Feb 1 12:27:41 2017 From: jeffrey.pilant.ext at bayer.com (Jeffrey Pilant) Date: Wed, 1 Feb 2017 17:27:41 +0000 Subject: [rt-users] SLA Extension - searching for tickets with SLA not set Message-ID: <1e8090753c7b4bc98c999c9a27cfc611@MOXDEA.na.bayer.cnb> Chris McClement writes: >I can't figure out how to search for a field (specifically, "SLA") that is >unset: > >Tickets that are emailed to our helpdesk are inserted into a "Helpdesk" >queue and from there an operator reviews the content and then assigns the >ticket to the relevant queue. > >The "Helpdesk" queue does not have an SLA assigned to it, but the >downstream queues do. What's been happening, though, is that tickets >transferred from "Helpdesk" to "Queue1" (not it's real name) aren't picking >up the SLA default setting. Instead, the SLA field is unset. > >If I search for tickets with SLA = 'STANDARD' I get results showing tickets >that have that SLA value. > >If I search for tickets with SLA != 'STANDARD' I only get tickets that have >the SLA field set (URGENT or CRITICAL, for example). But I don't get the >hundreds of tickets that don't have the SLA field set at all. > >Does anyone know the syntax to use to search for a field that is unset? On 9 Dec 2016, Matt Zagrabelny wrote: >... you can search for >tickets with empty CF values using the Advanced editing option of a >Search: > >'CF.{bar}' is null In reply to a question about searching CF.{bar} Maybe you can do something similar. /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. ________________________________________________________________________ From ahall at autodist.com Wed Feb 1 12:48:12 2017 From: ahall at autodist.com (Alex Hall) Date: Wed, 1 Feb 2017 12:48:12 -0500 Subject: [rt-users] Search question: after a specific date In-Reply-To: <54d7dc9e46e846699337d71d5bc1e1af@EXMBXSDC03.urmc-sh.rochester.edu> References: <54d7dc9e46e846699337d71d5bc1e1af@EXMBXSDC03.urmc-sh.rochester.edu> Message-ID: On Wed, Feb 1, 2017 at 11:24 AM, Barrett, Brian < Brian_Barrett at urmc.rochester.edu> wrote: > Dear RT, > > I have a question regarding the searching for ?after? a specific date on 2 > consecutive months. The results for the current month include tickets from > the previous. See below > > When I do a search for > > Status = ?resolved? > > AND Owner = ?user? > > AND Resolved > ?2016-12-31? > > I get a specific total of 38 > > When I do a search for > > Status = ?resolved? > > AND Owner = ?user? > > AND Resolved > ?201-01-31? > Assuming this is 2017, not just 201 I get a specific total of 6 > > The 6 tickets showing for Feb are also in the report for Jan? Why? > Because you spcified > 2016-12-31, which encompasses everything up to today. Essentially, your two searches are identical, but one starts earlier than the other. You'd need to limit your date with something like Resolved < 2017-02-01 to eliminate anything past Jan 31. At least that's how I'm reading it; sorry if I'm mistaken. > I?m using RT v4.1.11 > > > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From chrisis at bosberaad.com Wed Feb 1 16:04:04 2017 From: chrisis at bosberaad.com (Chris McClement) Date: Wed, 01 Feb 2017 21:04:04 +0000 Subject: [rt-users] SLA Extension - searching for tickets with SLA not set In-Reply-To: <1e8090753c7b4bc98c999c9a27cfc611@MOXDEA.na.bayer.cnb> References: <1e8090753c7b4bc98c999c9a27cfc611@MOXDEA.na.bayer.cnb> Message-ID: Thanks! SLA IS NULL <- that worked. Following from this: I want to do a bulk update to set an SLA for these calls. However the bulk update page doesn't include any SLA fields. Any ideas how I would go about setting the SLA on these calls (other than manual, I have about 150 tickets that need this changed)? On Thu, 2 Feb 2017 at 06:28 Jeffrey Pilant wrote: > Chris McClement writes: > >I can't figure out how to search for a field (specifically, "SLA") that is > >unset: > > > >Tickets that are emailed to our helpdesk are inserted into a "Helpdesk" > >queue and from there an operator reviews the content and then assigns the > >ticket to the relevant queue. > > > >The "Helpdesk" queue does not have an SLA assigned to it, but the > >downstream queues do. What's been happening, though, is that tickets > >transferred from "Helpdesk" to "Queue1" (not it's real name) aren't > picking > >up the SLA default setting. Instead, the SLA field is unset. > > > >If I search for tickets with SLA = 'STANDARD' I get results showing > tickets > >that have that SLA value. > > > >If I search for tickets with SLA != 'STANDARD' I only get tickets that > have > >the SLA field set (URGENT or CRITICAL, for example). But I don't get the > >hundreds of tickets that don't have the SLA field set at all. > > > >Does anyone know the syntax to use to search for a field that is unset? > > On 9 Dec 2016, Matt Zagrabelny wrote: > >... you can search for > >tickets with empty CF values using the Advanced editing option of a > >Search: > > > >'CF.{bar}' is null > In reply to a question about searching CF.{bar} > > Maybe you can do something similar. > > /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. > ________________________________________________________________________ > -------------- next part -------------- An HTML attachment was scrubbed... URL: From SJC at qvii.com Thu Feb 2 16:23:13 2017 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Thu, 2 Feb 2017 21:23:13 +0000 Subject: [rt-users] rt-mailgate in lab environment stopped working Message-ID: <87F81E27495DC8489147E34A4152E268A497D98A@MailStore2010.ogp.qvii.com> I've been beating my head against this for days now and can't figure this out. I original had (as much as possible) a clone of our production environment in a lab. I reached a point where I was forced to re-IP the lab environment which went well. Now, rt-mailgate simply doesn't work. Outbound mail does work (postfix). If I use the /etc/aliases file for commands like I usually to, fetchmail attempts to contact an SMTP server for local delivery. If I actually embed the rt-mailgate command inside fetchmailrc I now get "http request failed: 500 can't connect to SERVER:80. Web server logs may have more info". I can't find anything. I've put in a new mail server to see if that was the issue, but I simply cannot get the lab server to pick up mail anymore. As far as I can tell, DNS is functioning properly. What am I missing? Stephen Cena Senior Systems Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general at qvii.com To report email issues: postmaster at qvii.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From dburchfield at medonehs.com Thu Feb 2 14:59:47 2017 From: dburchfield at medonehs.com (Daniel Burchfield) Date: Thu, 2 Feb 2017 19:59:47 +0000 Subject: [rt-users] RT::User::ExternalAuthId Unimplemented in RT::Record Message-ID: Hello, I am trying to get RT to pull in users from my local active directory and use AD for auth. Meaning when I change a user's password in AD it should reflect the change in RT. I'm running RT 4.4.1. Currently, when I run the import I get the following error: [root at Servername myuser]# /opt/rt4/sbin/rt-ldapimport --import --debug [51270] [Thu Feb 2 19:56:59 2017] [warning]: RT::Authen::ExternalAuth has been cored since RT 4.4, please check the upgrade document for more details (/opt/rt4/sbin/../lib/RT.pm:748) [51270] [Thu Feb 2 19:57:00 2017] [warning]: RT::Authen::ExternalAuth has been cored since RT 4.4, please check the upgrade document for more details (/opt/rt4/sbin/../lib/RT.pm:748) Starting import [51270] [Thu Feb 2 19:57:00 2017] [critical]: RT::User::ExternalAuthId Unimplemented in RT::Record. (/opt/rt4/sbin/../lib/RT/Record.pm line 958) (/opt/rt4/sbin/../lib/RT.pm:390) RT::User::ExternalAuthId Unimplemented in RT::Record. (/opt/rt4/sbin/../lib/RT/Record.pm line 958) Here is my RT_SiteConfig.pm: Plugin('RT::Extension::LDAPImport'); Plugin('RT::Authen::ExternalAuth'); # Uncomment for debug #Set($LogToSyslog, 'debug'); Set( $CommentAddress, 'ithelpdesk at mydomain.com' ); Set( $CorrespondAddress, 'ithelpdesk at mydomain.com' ); Set( $DatabaseHost, 'localhost' ); Set( $DatabaseName, 'rt4' ); Set( $DatabasePassword, 'password' ); Set( $DatabasePort, '' ); Set( $DatabaseType, 'mysql' ); Set( $DatabaseUser, 'srv_rtir' ); Set( $Organization, '' ); Set( $OwnerEmail, 'ithelpdesk at mydomain.com' ); Set( $SendmailPath, '/usr/sbin/sendmail' ); Set( $WebDomain, 'tracker.mydomain.local' ); Set( $WebPort, '8080' ); Set( $rtname, 'Mydomain-Tracker' ); # to fix that annoying error that the sites dont match Set(@ReferrerWhitelist, qw(tracker.mydomain.local:8080)); # LDAP Authentication Set( @Plugins, qw(RT::Extension::LDAPImport)); Set( @Plugins, qw(RT::Authen::ExternalAuth)); # LDAP user import Set($LDAPHost,'mydomain.local'); Set($LDAPUser, 'mydomain\LDAPUser'); Set($LDAPPassword, 'password'); Set($LDAPBase, 'CN=Users,DC=mydomain,DC=local'); Set($LDAPFilter, '(&(objectCategory=person))'); Set($LDAPMapping, { Name => 'sAMAccountName', EmailAddress => 'mail', Organization => 'department', RealName => 'cn', NickName => 'givenName', ExternalAuthId => 'sAMAccountName', Gecos => 'sAMAccountName', WorkPhone => 'telephoneNumber', MobilePhone => 'mobile', Address1 => 'streetAddress', City => 'l', State => 'st', Zip => 'postalCode', Country => 'co' }); Set($LDAPCreatePrivileged, 1); Set($LDAPUpdateUsers, 1); ## LDAP GROUP IMPORT AND MAPPINGS Set($LDAPGroupMapping, {Name => 'cn', Member_Attr => 'member', Member_Attr_Value => 'dn'}); #OU/basedn location of groups Set($LDAPGroupBase, 'ou=users,dc=mydomain,dc=local'); # LDAP GROUP FILTERING Set($LDAPGroupFilter, '(|(cn=Domain Users)(cn=Technical Operations)(cn=Management))'); ## LDAP Authentication # Use the below LDAP source for both authentication, as well as user # information Set( $ExternalAuthPriority, ["My_LDAP"] ); Set( $ExternalInfoPriority, ["My_LDAP"] ); # Make users created from LDAP Privileged Set( $UserAutocreateDefaultsOnLogin, { Privileged => 1 } ); # Users should still be autocreated by RT as internal users if they # fail to exist in an external service; this is so requestors (who # are not in LDAP) can still be created when they email in. Set($AutoCreateNonExternalUsers, 1); # Minimal LDAP configuration; see RT::Authen::ExternalAuth::LDAP for # further details and examples Set($ExternalSettings, { 'My_LDAP' => { 'type' => 'ldap', 'server' => 'internalIpAddress', # By not passing 'user' and 'pass' we are using an anonymous # bind, which some servers to not allow 'base' => 'ou=Users,dc=mydomain,dc=local', 'filter' => '(objectClass=inetOrgPerson)', # Users are allowed to log in via email address or account # name 'attr_match_list' => [ 'Name', 'EmailAddress', ], # Import the following properties of the user from LDAP upon # login 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'RealName' => 'cn', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co', }, }, } ); 1; Daniel Burchfield - Senior IT Systems Administrator 1590 University Avenue [cid:image002.jpg at 01CEFB23.2CA2B190] Dubuque, IA 52001 Office 563-588-8748 ext. 1001 [cid:image002.jpg at 01CEFB23.2CA2B190] Toll Free 888-884-6331 ext. 1001 Office (direct): 563-293-8060 [cid:image002.jpg at 01CEFB23.2CA2B190] Mobile 563-564-7074 [MedOne_Email_Signature] The information contained in this message is confidential and intended for the addressee only. If you have received this message in error, or there are any problems, please notify the sender immediately. The unauthorized use, disclosure, copying or alteration of this message is strictly forbidden. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 675 bytes Desc: image001.jpg URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image002.jpg Type: image/jpeg Size: 8771 bytes Desc: image002.jpg URL: From alex at chmrr.net Fri Feb 3 00:16:22 2017 From: alex at chmrr.net (Alex Vandiver) Date: Thu, 2 Feb 2017 21:16:22 -0800 Subject: [rt-users] RT::User::ExternalAuthId Unimplemented in RT::Record In-Reply-To: References: Message-ID: <20170202211622.56fc666a@thraddash.chmrr.net> On Thu, 2 Feb 2017 19:59:47 +0000 Daniel Burchfield wrote: > I am trying to get RT to pull in users from my local active directory > and use AD for auth. Meaning when I change a user's password in AD it > should reflect the change in RT. I'm running RT 4.4.1. Currently, > when I run the import I get the following error: > > Set($LDAPMapping, { > Name => 'sAMAccountName', > EmailAddress => 'mail', > Organization => 'department', > RealName => 'cn', > NickName => 'givenName', > ExternalAuthId => 'sAMAccountName', This is the culprit line -- this column was removed in RT 4.4. Remove this line from your configuration, and it should resolve the issue. - Alex From t.baetzler at bringe.com Fri Feb 3 03:52:08 2017 From: t.baetzler at bringe.com (=?iso-8859-1?Q?Thomas_B=E4tzler?=) Date: Fri, 3 Feb 2017 08:52:08 +0000 Subject: [rt-users] rt-mailgate in lab environment stopped working In-Reply-To: <87F81E27495DC8489147E34A4152E268A497D98A@MailStore2010.ogp.qvii.com> References: <87F81E27495DC8489147E34A4152E268A497D98A@MailStore2010.ogp.qvii.com> Message-ID: <515168F006F2D643952F8FFD24F2E07304541E876B@sonne2.gw.bringe.net> Hi, Stephen Cena asked: * I?ve been beating my head against this for days now and can?t figure this out. I original had * (as much as possible) a clone of our production environment in a lab. I reached a point * where I was forced to re-IP the lab environment which went well. Now, rt-mailgate * simply doesn?t work. Outbound mail does work (postfix). If I use the /etc/aliases file for * commands like I usually to, fetchmail attempts to contact an SMTP server for local * delivery. If I actually embed the rt-mailgate command inside fetchmailrc I now get * ?http request failed: 500 can?t connect to SERVER:80. Web server logs may have more * info?. I can?t find anything. Well, that error message is pretty clear ? when fetchmail tries to spawn rt-mailgate, that process can?t connect to RT. You should replace SERVER:80 in your fetchmailrc with the URL you?re using to connect to RT in your browser. HTH, Thoomas -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 5050 bytes Desc: not available URL: From martin at uanet.se Sat Feb 4 06:23:20 2017 From: martin at uanet.se (Martin Petersson) Date: Sat, 4 Feb 2017 11:23:20 +0000 Subject: [rt-users] Help with rt-email-digest: not found Message-ID: Hello, I receive these emails everyday, why is it not found? The subject: Cron /usr/sbin/rt-email-digest -m daily and the body: /bin/sh: 1: /usr/sbin/rt-email-digest: not found How do i get it running so it sends the digest emails? Martin Petersson IT-Konsult +46 (0)522 980 28, martin at uanet.se, www.uanet.se Gustaf Mattssons V?g 2, 451 50 Uddevalla, Orgnr: 556702-4095 [cid:A93F8E95-F3FC-464A-AF04-402618F91147 at uanet.local] -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: logo-uanet-email.jpg Type: image/jpeg Size: 4419 bytes Desc: logo-uanet-email.jpg URL: From lstewart at internap.com Sat Feb 4 18:52:33 2017 From: lstewart at internap.com (Landon Stewart) Date: Sat, 4 Feb 2017 23:52:33 +0000 Subject: [rt-users] Help with rt-email-digest: not found In-Reply-To: References: Message-ID: <17C55EDC-11DE-4FF5-9A20-1F6FD0293F73@internap.com> On Feb 4, 2017, at 3:23 AM, Martin Petersson > wrote: Hello, I receive these emails everyday, why is it not found? The subject: Cron /usr/sbin/rt-email-digest -m daily and the body: /bin/sh: 1: /usr/sbin/rt-email-digest: not found How do i get it running so it sends the digest emails? Hi Martin, Does /usr/sbin/rt-email-digest actually not exist or does the interpreter on the first line of /usr/sbin/rt-email-digest not exist? Is your RT installation in /opt/rt4/ or something? -- Landon Stewart Lead Analyst - Abuse and Security Management INTERNAP ? ? lstewart at internap.com ? www.internap.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From martin at uanet.se Sun Feb 5 07:05:58 2017 From: martin at uanet.se (Martin Petersson) Date: Sun, 5 Feb 2017 12:05:58 +0000 Subject: [rt-users] Help with rt-email-digest: not found In-Reply-To: <17C55EDC-11DE-4FF5-9A20-1F6FD0293F73@internap.com> References: <17C55EDC-11DE-4FF5-9A20-1F6FD0293F73@internap.com> Message-ID: <260F1E01-D8EA-414A-AA08-D725D6DE2E1D@uanet.se> Hi Landon Thank you for answering. Yes RT is installed in /opt/rt4. I can see rt-email-digest in /opt/rt4/sbin/rt-email-digest but not in /usr/sbin. In crontab i changed the value to from /user/sbin/rt-email-digest to /opt/rt4/sbin/rt-email-digest but doesn?t seem to help. If you mean /bin/sh it exist. Martin Petersson IT-Konsult +46 (0)522 980 28, martin at uanet.se, www.uanet.se Gustaf Mattssons V?g 2, 451 50 Uddevalla, Orgnr: 556702-4095 [cid:A93F8E95-F3FC-464A-AF04-402618F91147 at uanet.local] 5 feb. 2017 kl. 00:52 skrev Landon Stewart >: On Feb 4, 2017, at 3:23 AM, Martin Petersson > wrote: Hello, I receive these emails everyday, why is it not found? The subject: Cron /usr/sbin/rt-email-digest -m daily and the body: /bin/sh: 1: /usr/sbin/rt-email-digest: not found How do i get it running so it sends the digest emails? Hi Martin, Does /usr/sbin/rt-email-digest actually not exist or does the interpreter on the first line of /usr/sbin/rt-email-digest not exist? Is your RT installation in /opt/rt4/ or something? -- Landon Stewart Lead Analyst - Abuse and Security Management INTERNAP ? ? lstewart at internap.com ? www.internap.com -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: logo-uanet-email.jpg Type: image/jpeg Size: 4419 bytes Desc: logo-uanet-email.jpg URL: From SJC at qvii.com Tue Feb 7 07:32:43 2017 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Tue, 7 Feb 2017 12:32:43 +0000 Subject: [rt-users] rt-mailgate in lab environment stopped working Message-ID: <87F81E27495DC8489147E34A4152E268A497FE38@MailStore2010.ogp.qvii.com> Thomas - You are correct. It wouldn't be so bad if the RT site wasn't working. If I use the exact same address I use for the web server in the rt-mailgate scripts it fails. If I put that address into a web browser, I can use the system as expected. I'm trying to figure out what the "disconnect" is now between rt-mailgate and the server. ======================================================================================== Well, that error message is pretty clear ? when fetchmail tries to spawn rt-mailgate, that process can?t connect to RT. You should replace SERVER:80 in your fetchmailrc with the URL you?re using to connect to RT in your browser. HTH, Thoomas -------------- next part -------------- **************************************** From esztee at gmail.com Tue Feb 7 08:21:28 2017 From: esztee at gmail.com (Eszter Csongradi) Date: Tue, 7 Feb 2017 14:21:28 +0100 Subject: [rt-users] Configuration problem with Charts Message-ID: Hi All, I'm having problems while trying to enabling Charts. I went through the following guide to enable it: https://docs.bestpractical.com/rt/4.4.1/charts.html But I'm still getting the "Graphical charts are not available" message on the Charts page. The GD dependencies are OK. I'm using RT 4.2.12 on CentOS Linux release 7.2.1511 What did I missed? Can anyone help in this issue? Thanks, Eszter -------------- next part -------------- An HTML attachment was scrubbed... URL: From dburchfield at medonehs.com Tue Feb 7 10:14:39 2017 From: dburchfield at medonehs.com (Daniel Burchfield) Date: Tue, 7 Feb 2017 15:14:39 +0000 Subject: [rt-users] RT::User::ExternalAuthId Unimplemented in RT::Record In-Reply-To: <20170202211622.56fc666a@thraddash.chmrr.net> References: <20170202211622.56fc666a@thraddash.chmrr.net> Message-ID: That got rid of the error. Thanks. Now I am having trouble getting RT to check active directory for passwords. Is there something else I need to add to my config? Plugin('RT::Extension::LDAPImport'); Plugin('RT::Authen::ExternalAuth'); # Uncomment for debug #Set($LogToSyslog, 'debug'); Set( $CommentAddress, 'ithelpdesk at mydomain.com' ); Set( $CorrespondAddress, 'ithelpdesk@ mydomain.com' ); Set( $DatabaseHost, 'localhost' ); Set( $DatabaseName, 'rt4' ); Set( $DatabasePassword, 'password' ); Set( $DatabasePort, '' ); Set( $DatabaseType, 'mysql' ); Set( $DatabaseUser, 'srv_rtir' ); Set( $Organization, '' ); Set( $OwnerEmail, 'ithelpdesk@ mydomain.com' ); Set( $SendmailPath, '/usr/sbin/sendmail' ); Set( $WebDomain, 'tracker. mydomain.local' ); Set( $WebPort, '8080' ); Set( $rtname, 'Medone-Tracker' ); # to fix that annoying error that the sites dont match Set(@ReferrerWhitelist, qw(tracker. mydomain.local:8080)); # LDAP Authentication Set( @Plugins, qw(RT::Extension::LDAPImport)); Set( @Plugins, qw(RT::Authen::ExternalAuth)); # LDAP user import Set($LDAPHost,' mydomain.local'); Set($LDAPUser, ' mydomain \LDAPUser'); Set($LDAPPassword, 'password'); Set($LDAPBase, 'CN=Users,DC= mydomain,DC=local'); Set($LDAPFilter, '(&(objectCategory=person))'); Set($LDAPMapping, { Name => 'sAMAccountName', EmailAddress => 'mail', Organization => 'department', RealName => 'cn', NickName => 'givenName', Gecos => 'sAMAccountName', WorkPhone => 'telephoneNumber', MobilePhone => 'mobile', Address1 => 'streetAddress', City => 'l', State => 'st', Zip => 'postalCode', Country => 'co' }); Set($LDAPCreatePrivileged, 1); Set($LDAPUpdateUsers, 1); ## LDAP GROUP IMPORT AND MAPPINGS Set($LDAPGroupMapping, {Name => 'cn', Member_Attr => 'member', Member_Attr_Value => 'dn'}); #OU/basedn location of groups Set($LDAPGroupBase, 'ou=users,dc= mydomain,dc=local'); # LDAP GROUP FILTERING Set($LDAPGroupFilter, '(|(cn=Domain Users)(cn=Technical Operations)(cn=Management))'); ## LDAP Authentication # Use the below LDAP source for both authentication, as well as user # information Set( $ExternalAuthPriority, ["My_LDAP"] ); Set( $ExternalInfoPriority, ["My_LDAP"] ); # Make users created from LDAP Privileged Set( $UserAutocreateDefaultsOnLogin, { Privileged => 1 } ); # Users should still be autocreated by RT as internal users if they # fail to exist in an external service; this is so requestors (who # are not in LDAP) can still be created when they email in. Set($AutoCreateNonExternalUsers, 1); # Minimal LDAP configuration; see RT::Authen::ExternalAuth::LDAP for # further details and examples Set($ExternalSettings, { 'My_LDAP' => { 'type' => 'ldap', 'server' => '10.0.2.10', # By not passing 'user' and 'pass' we are using an anonymous # bind, which some servers to not allow 'base' => 'ou=Users,dc= mydomain,dc=local', 'filter' => '(objectClass=inetOrgPerson)', # Users are allowed to log in via email address or account # name 'attr_match_list' => [ 'Name', 'EmailAddress', ], # Import the following properties of the user from LDAP upon # login 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'RealName' => 'cn', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co', }, }, } ); 1; Daniel Burchfield - Senior IT Systems Administrator ???1590 University Avenue ?Dubuque, IA 52001 ???Office 563-588-8748 ext. 1001 ?Toll Free 888-884-6331 ext. 1001 ???Office (direct): 563-293-8060? Mobile 563-564-7074 The information contained in this message is confidential and intended for the addressee only.? If you have received this message in error, or there are any problems, please notify the sender immediately.? The unauthorized use, disclosure, copying or alteration of this message is strictly forbidden. -----Original Message----- From: Alex Vandiver [mailto:alex at chmrr.net] Sent: Thursday, February 2, 2017 11:16 PM To: Daniel Burchfield Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT::User::ExternalAuthId Unimplemented in RT::Record On Thu, 2 Feb 2017 19:59:47 +0000 Daniel Burchfield wrote: > I am trying to get RT to pull in users from my local active directory > and use AD for auth. Meaning when I change a user's password in AD it > should reflect the change in RT. I'm running RT 4.4.1. Currently, when > I run the import I get the following error: > > Set($LDAPMapping, { > Name => 'sAMAccountName', > EmailAddress => 'mail', > Organization => 'department', > RealName => 'cn', > NickName => 'givenName', > ExternalAuthId => 'sAMAccountName', This is the culprit line -- this column was removed in RT 4.4. Remove this line from your configuration, and it should resolve the issue. - Alex From dburchfield at medonehs.com Tue Feb 7 10:16:54 2017 From: dburchfield at medonehs.com (Daniel Burchfield) Date: Tue, 7 Feb 2017 15:16:54 +0000 Subject: [rt-users] RT::User::ExternalAuthId Unimplemented in RT::Record In-Reply-To: References: <20170202211622.56fc666a@thraddash.chmrr.net> Message-ID: I also has not imported my groups. Daniel Burchfield - Senior IT Systems Administrator ???1590 University Avenue ?Dubuque, IA 52001 ???Office 563-588-8748 ext. 1001 ?Toll Free 888-884-6331 ext. 1001 ???Office (direct): 563-293-8060? Mobile 563-564-7074 The information contained in this message is confidential and intended for the addressee only.? If you have received this message in error, or there are any problems, please notify the sender immediately.? The unauthorized use, disclosure, copying or alteration of this message is strictly forbidden. -----Original Message----- From: Daniel Burchfield Sent: Tuesday, February 7, 2017 9:15 AM To: 'Alex Vandiver' Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] RT::User::ExternalAuthId Unimplemented in RT::Record That got rid of the error. Thanks. Now I am having trouble getting RT to check active directory for passwords. Is there something else I need to add to my config? Plugin('RT::Extension::LDAPImport'); Plugin('RT::Authen::ExternalAuth'); # Uncomment for debug #Set($LogToSyslog, 'debug'); Set( $CommentAddress, 'ithelpdesk at mydomain.com' ); Set( $CorrespondAddress, 'ithelpdesk@ mydomain.com' ); Set( $DatabaseHost, 'localhost' ); Set( $DatabaseName, 'rt4' ); Set( $DatabasePassword, 'password' ); Set( $DatabasePort, '' ); Set( $DatabaseType, 'mysql' ); Set( $DatabaseUser, 'srv_rtir' ); Set( $Organization, '' ); Set( $OwnerEmail, 'ithelpdesk@ mydomain.com' ); Set( $SendmailPath, '/usr/sbin/sendmail' ); Set( $WebDomain, 'tracker. mydomain.local' ); Set( $WebPort, '8080' ); Set( $rtname, 'Medone-Tracker' ); # to fix that annoying error that the sites dont match Set(@ReferrerWhitelist, qw(tracker. mydomain.local:8080)); # LDAP Authentication Set( @Plugins, qw(RT::Extension::LDAPImport)); Set( @Plugins, qw(RT::Authen::ExternalAuth)); # LDAP user import Set($LDAPHost,' mydomain.local'); Set($LDAPUser, ' mydomain \LDAPUser'); Set($LDAPPassword, 'password'); Set($LDAPBase, 'CN=Users,DC= mydomain,DC=local'); Set($LDAPFilter, '(&(objectCategory=person))'); Set($LDAPMapping, { Name => 'sAMAccountName', EmailAddress => 'mail', Organization => 'department', RealName => 'cn', NickName => 'givenName', Gecos => 'sAMAccountName', WorkPhone => 'telephoneNumber', MobilePhone => 'mobile', Address1 => 'streetAddress', City => 'l', State => 'st', Zip => 'postalCode', Country => 'co' }); Set($LDAPCreatePrivileged, 1); Set($LDAPUpdateUsers, 1); ## LDAP GROUP IMPORT AND MAPPINGS Set($LDAPGroupMapping, {Name => 'cn', Member_Attr => 'member', Member_Attr_Value => 'dn'}); #OU/basedn location of groups Set($LDAPGroupBase, 'ou=users,dc= mydomain,dc=local'); # LDAP GROUP FILTERING Set($LDAPGroupFilter, '(|(cn=Domain Users)(cn=Technical Operations)(cn=Management))'); ## LDAP Authentication # Use the below LDAP source for both authentication, as well as user # information Set( $ExternalAuthPriority, ["My_LDAP"] ); Set( $ExternalInfoPriority, ["My_LDAP"] ); # Make users created from LDAP Privileged Set( $UserAutocreateDefaultsOnLogin, { Privileged => 1 } ); # Users should still be autocreated by RT as internal users if they # fail to exist in an external service; this is so requestors (who # are not in LDAP) can still be created when they email in. Set($AutoCreateNonExternalUsers, 1); # Minimal LDAP configuration; see RT::Authen::ExternalAuth::LDAP for # further details and examples Set($ExternalSettings, { 'My_LDAP' => { 'type' => 'ldap', 'server' => '10.0.2.10', # By not passing 'user' and 'pass' we are using an anonymous # bind, which some servers to not allow 'base' => 'ou=Users,dc= mydomain,dc=local', 'filter' => '(objectClass=inetOrgPerson)', # Users are allowed to log in via email address or account # name 'attr_match_list' => [ 'Name', 'EmailAddress', ], # Import the following properties of the user from LDAP upon # login 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'RealName' => 'cn', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co', }, }, } ); 1; Daniel Burchfield - Senior IT Systems Administrator ???1590 University Avenue ?Dubuque, IA 52001 ???Office 563-588-8748 ext. 1001 ?Toll Free 888-884-6331 ext. 1001 ???Office (direct): 563-293-8060? Mobile 563-564-7074 The information contained in this message is confidential and intended for the addressee only.? If you have received this message in error, or there are any problems, please notify the sender immediately.? The unauthorized use, disclosure, copying or alteration of this message is strictly forbidden. -----Original Message----- From: Alex Vandiver [mailto:alex at chmrr.net] Sent: Thursday, February 2, 2017 11:16 PM To: Daniel Burchfield Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT::User::ExternalAuthId Unimplemented in RT::Record On Thu, 2 Feb 2017 19:59:47 +0000 Daniel Burchfield wrote: > I am trying to get RT to pull in users from my local active directory > and use AD for auth. Meaning when I change a user's password in AD it > should reflect the change in RT. I'm running RT 4.4.1. Currently, when > I run the import I get the following error: > > Set($LDAPMapping, { > Name => 'sAMAccountName', > EmailAddress => 'mail', > Organization => 'department', > RealName => 'cn', > NickName => 'givenName', > ExternalAuthId => 'sAMAccountName', This is the culprit line -- this column was removed in RT 4.4. Remove this line from your configuration, and it should resolve the issue. - Alex From SJC at qvii.com Tue Feb 7 14:04:19 2017 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Tue, 7 Feb 2017 19:04:19 +0000 Subject: [rt-users] rt-mailgate in lab environment stopped working Message-ID: <87F81E27495DC8489147E34A4152E268A498040F@MailStore2010.ogp.qvii.com> Ok; I figured out what it is but I don't know why. "Time Management for System Administrators" - page 30 "Some general advice" - #7 - "The strangest problems often turn out to be misconfigured DNS." If I use the IP address for the server versus the FQDN, tickets flow in perfectly. If I use the FQDN of the server, it breaks. It's bizarre: DNS appears to be functioning properly in the test environment, but clearly based on this discovery it isn't. I'll consider this "solved" as this is more than likely my own d#mn fault. Stephen Cena Senior Systems Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general at qvii.com To report email issues: postmaster at qvii.com From spence at soidog.org Tue Feb 7 21:18:39 2017 From: spence at soidog.org (spence) Date: Tue, 7 Feb 2017 19:18:39 -0700 (MST) Subject: [rt-users] Queues Categories and Custom Fields Message-ID: <1486520319032-63414.post@n7.nabble.com> Hi, I am just setting up a new install of RT and configuring Queues and Custom Fields and I am curious about best practices for doing this. For a given Queue, I would like to be able to define a Category for that Queue and then have specific Custom Fields based on the Queue -> Category. Is this possible? For instance for the "Helpdesk" queue, I could have 10 / 20 Categories that each have a different set of Custom Fields. I would rather not have a queue for each Category. Any advice appreciated. Thanks Spence -- View this message in context: http://requesttracker.8502.n7.nabble.com/Queues-Categories-and-Custom-Fields-tp63414.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From kevin.m.buckley at gmail.com Wed Feb 8 00:06:06 2017 From: kevin.m.buckley at gmail.com (Kevin Buckley) Date: Wed, 8 Feb 2017 18:06:06 +1300 Subject: [rt-users] Assets RT 4.4.0 In-Reply-To: <1B0952CE40023A48AE928B0BBBC4AD401473196C@VONDC335.vonnat1.von.ca> References: <1B0952CE40023A48AE928B0BBBC4AD401473196C@VONDC335.vonnat1.von.ca> Message-ID: On 27 January 2017 at 08:59, Dunbar, Brian wrote: > When I set the owner. I could not set the Company it would only let me pick > a domain account This is a "glass half empty" solution but it might be of some use. Create a User to represent "the Company" Only fill in the username and Real Name fields Eg Username acme-ltd Real name Acme Ltd (An alternative for the Username of a "Company as User" is to use its FQDN, so acme.ltd) then make that "Company as User" Username the Owner of the Asset The "Real Name" should be visible in the Owner field on an Asset display page, and the link underneath it will take you to the User Summary page from where, selecting Edit, allows you to see the username, which is the thing you will probably need to see. When you come to search, be aware that, as the Assets search code stands, it won't autocomplete as you type, say, a c m e - l t d nor does it appear to handle wildcards, eg, acme% and nor does it appear to allow a search by "Real Name" but, if you can recall what the username is (so choose a scheme that is easy to recall !), typing it in in full should give you a string in the Owner field of the Search page that wil list all assets owned by that "Company as User" As I suggest, it's not exactly what you want, but part of the way there and, more importantly, as the Assets code develops so as to allow for better searches, your RT structure should be close to what you want, ie., a Company "thing" in the Owner.field. From fsoyer at systea.fr Wed Feb 8 05:11:57 2017 From: fsoyer at systea.fr (Frank Soyer) Date: Wed, 08 Feb 2017 11:11:57 +0100 Subject: [rt-users] Tickets time affected on service contrats Message-ID: <1645-589aef00-1-53964900@235123203> Hi all, I wonder if an extension or some solution exists for managing service contracts, I mean, registering somewhere for a queue and/or a (some) requestor(s), a total time to decrement, and decrementing it with the time spent on tickets of this resquestor(s). Or, at least, report on demand the time spent for this requestor(s). TimeWorkReport seems to totalize all tickets of a queue, right ?. I know that I could create a queue by requestor, but it seems to me complex to manage. Thanks fo any suggestion. Frank -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Wed Feb 8 10:29:32 2017 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Wed, 8 Feb 2017 09:29:32 -0600 Subject: [rt-users] Tickets time affected on service contrats In-Reply-To: <1645-589aef00-1-53964900@235123203> References: <1645-589aef00-1-53964900@235123203> Message-ID: Hi Frank, On Wed, Feb 8, 2017 at 4:11 AM, Frank Soyer wrote: > Hi all, > I wonder if an extension or some solution exists for managing service > contracts, I mean, registering somewhere for a queue and/or a (some) > requestor(s), a total time to decrement, and decrementing it with the time > spent on tickets of this resquestor(s). Or, at least, report on demand the > time spent for this requestor(s). You could set up a "master" ticket and link in the child tickets to it. I'm not aware of any built in mechanisms that will adjust time accordingly between parent and child tickets - but you could certainly add in some code to do that. -m From chrisis at bosberaad.com Wed Feb 8 15:28:27 2017 From: chrisis at bosberaad.com (Chris McClement) Date: Wed, 08 Feb 2017 20:28:27 +0000 Subject: [rt-users] Unable to bulk update Assets Message-ID: I'm unable to apply any bulk updates to custom fields in my Asset database. For example, I have a Custom Field called "Asset Category". I have configured the CF to be filled from a dropdown list ("Select one value") and defined a range of categories to select from. Applying a bulk update to assets where I've selected, for example, setting the CF to "PC" (or any of the other options I've defined) fails with the following message displayed in the web browser: An internal RT error has occurred. Your administrator can find more details in RT's log files. I've had a look in my syslog, and every time I attempt this bulk update, the following two entries appear: Feb 9 09:17:06 rt RT: [11319] Use of uninitialized value $1 in hash element at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 3164. Feb 9 09:17:06 rt RT: [11319] Can't call method "new" without a package or object reference at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 3099.#012#012Stack:#012 [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3099]#012 [/opt/rt4/share/html/Asset/Search/Bulk.html:183]#012 [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:696]#012 [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:375]#012 [/opt/rt4/share/html/autohandler:53] Does anyone have an ideas what might be causing this? For completeness, applying a bulk update to one of the core fields (e.g. "Owner") works fine. -------------- next part -------------- An HTML attachment was scrubbed... URL: From shawn at bestpractical.com Wed Feb 8 15:58:27 2017 From: shawn at bestpractical.com (Shawn M Moore) Date: Wed, 8 Feb 2017 15:58:27 -0500 Subject: [rt-users] Unable to bulk update Assets In-Reply-To: References: Message-ID: <447F265C-07C0-4216-992D-FC5FE354CA60@bestpractical.com> Hi Chris, > On Feb 8, 2017, at 15:28, Chris McClement wrote: > > I'm unable to apply any bulk updates to custom fields in my Asset database. For example, I have a Custom Field called "Asset Category". I have configured the CF to be filled from a dropdown list ("Select one value") and defined a range of categories to select from. Applying a bulk update to assets where I've selected, for example, setting the CF to "PC" (or any of the other options I've defined) fails with the following message displayed in the web browser: > > An internal RT error has occurred. Your administrator can find more details in RT's log files. > > I've had a look in my syslog, and every time I attempt this bulk update, the following two entries appear: > > Feb 9 09:17:06 rt RT: [11319] Use of uninitialized value $1 in hash element at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 3164. > Feb 9 09:17:06 rt RT: [11319] Can't call method "new" without a package or object reference at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 3099.#012#012Stack:#012 [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3099]#012 [/opt/rt4/share/html/Asset/Search/Bulk.html:183]#012 [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:696]#012 [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:375]#012 [/opt/rt4/share/html/autohandler:53] > > Does anyone have an ideas what might be causing this? We have a fix for this in the upcoming releases of RT; in the meantime you can apply the patch to your RT instance: https://github.com/bestpractical/rt/commit/0cf934de1da1cea2433c9da3946357bda9c16c7f.patch > For completeness, applying a bulk update to one of the core fields (e.g. "Owner") works fine. Yes, the bug affects only custom fields. Best, Shawn -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Wed Feb 8 16:57:01 2017 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Wed, 8 Feb 2017 15:57:01 -0600 Subject: [rt-users] Unable to bulk update Assets In-Reply-To: <447F265C-07C0-4216-992D-FC5FE354CA60@bestpractical.com> References: <447F265C-07C0-4216-992D-FC5FE354CA60@bestpractical.com> Message-ID: On Wed, Feb 8, 2017 at 2:58 PM, Shawn M Moore wrote: > We have a fix for this in the upcoming releases of RT; in the meantime you > can apply the patch to your RT instance: Shawn, Any rough estimate on 4.4.2? Thanks! -m From girts.mazonis at gmail.com Thu Feb 9 03:02:52 2017 From: girts.mazonis at gmail.com (=?UTF-8?B?xKJpcnRzIE1hxb5vbmlz?=) Date: Thu, 9 Feb 2017 10:02:52 +0200 Subject: [rt-users] Uncheck boxes to disable notifications to the listed recipients dont working in RTIR 4.0.0 Message-ID: Hey, I have problem with RT (4.4.1) and RTIR (4.0.0) Situation: when replay on incident report. Report have two or more requestors. If i uncheck all and leav only one from that list on replay all requestors get that email. Under that recepirnt list is writen: Uncheck boxes to disable notifications to the listed recipients *for this transaction only*; persistent squelching is managed on the People page. But seems it ignore uncheked boxes and send all time to all recipients. OS: Ubuntu 16.04 RT: 4.4.1 RTIR: 4.0.0 -------------- next part -------------- An HTML attachment was scrubbed... URL: From m_orallo at yahoo.es Thu Feb 9 06:36:05 2017 From: m_orallo at yahoo.es (Marcos Orallo) Date: Thu, 9 Feb 2017 12:36:05 +0100 Subject: [rt-users] Uncheck boxes to disable notifications to the listed recipients dont working in RTIR 4.0.0 In-Reply-To: References: Message-ID: Hi Girts, Make sure you are not suffering this bug: Have you checked the logs for the transaction? If you have Debug logging enable, you should be able to see which recipients were squelched. 2017-02-09 9:02 GMT+01:00 ?irts Ma?onis : > Hey, > I have problem with RT (4.4.1) and RTIR (4.0.0) > Situation: when replay on incident report. Report have two or more > requestors. If i uncheck all and leav only one from that list on replay all > requestors get that email. Under that recepirnt list is writen: > Uncheck boxes to disable notifications to the listed recipients *for this > transaction only*; persistent squelching is managed on the People page. > > But seems it ignore uncheked boxes and send all time to all recipients. > > OS: Ubuntu 16.04 > RT: 4.4.1 > RTIR: 4.0.0 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From girts.mazonis at gmail.com Thu Feb 9 08:10:40 2017 From: girts.mazonis at gmail.com (=?UTF-8?B?xKJpcnRzIE1hxb5vbmlz?=) Date: Thu, 9 Feb 2017 15:10:40 +0200 Subject: [rt-users] Uncheck boxes to disable notifications to the listed recipients dont working in RTIR 4.0.0 In-Reply-To: References: Message-ID: Hi Marcos, I think this is not that case, because if I reply on GENERAL QUEUE and from two recipients uncheck one i get only one email not to as from INCIDENT REPORT QUEUE. All setup is default. 2017-02-09 14:01 GMT+02:00 ?irts Ma?onis : > Hi Marcos, > I think this is not that case, because if I reply on GENERAL QUEUE and > from two recipients uncheck one i get only one email not to as from > INCIDENT REPORT QUEUE. All setup is default. > > 2017-02-09 13:36 GMT+02:00 Marcos Orallo : > >> Hi Girts, >> >> Make sure you are not suffering this bug: >> >> >> Have you checked the logs for the transaction? If you have Debug logging >> enable, you should be able to see which recipients were squelched. >> >> >> 2017-02-09 9:02 GMT+01:00 ?irts Ma?onis : >> >>> Hey, >>> I have problem with RT (4.4.1) and RTIR (4.0.0) >>> Situation: when replay on incident report. Report have two or more >>> requestors. If i uncheck all and leav only one from that list on replay all >>> requestors get that email. Under that recepirnt list is writen: >>> Uncheck boxes to disable notifications to the listed recipients *for >>> this transaction only*; persistent squelching is managed on the People >>> page. >>> >>> But seems it ignore uncheked boxes and send all time to all recipients. >>> >>> OS: Ubuntu 16.04 >>> RT: 4.4.1 >>> RTIR: 4.0.0 >>> >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From fsoyer at systea.fr Thu Feb 9 08:35:48 2017 From: fsoyer at systea.fr (Frank Soyer) Date: Thu, 09 Feb 2017 14:35:48 +0100 Subject: [rt-users] =?utf-8?b?Pz09P3V0Zi04P3E/ICBUaWNrZXRzIHRpbWUgYWZmZWN0?= =?utf-8?q?ed_on_service_contrats?= In-Reply-To: Message-ID: <28a3-589c7000-11-1c3f9c00@65864660> I tried, thanks for the suggestion Matt. But if I need to dig in code to have a sum of times, I think I'll rather try to develop a module to manage contracts ^^ Unfortunatly, no time to learn RT dev for the moment, and no time to dev... If I start such a project, I'll share it. Frank Le Mercredi 8 F?vrier 2017 16:29 CET, Matt Zagrabelny a ?crit: ?Hi Frank, On Wed, Feb 8, 2017 at 4:11 AM, Frank Soyer wrote: > Hi all, > I wonder if an extension or some solution exists for managing service > contracts, I mean, registering somewhere for a queue and/or a (some) > requestor(s), a total time to decrement, and decrementing it with the time > spent on tickets of this resquestor(s). Or, at least, report on demand the > time spent for this requestor(s). You could set up a "master" ticket and link in the child tickets to it. I'm not aware of any built in mechanisms that will adjust time accordingly between parent and child tickets - but you could certainly add in some code to do that. -m ? -------------- next part -------------- An HTML attachment was scrubbed... URL: From fsoyer at systea.fr Thu Feb 9 08:40:51 2017 From: fsoyer at systea.fr (Frank Soyer) Date: Thu, 09 Feb 2017 14:40:51 +0100 Subject: [rt-users] =?utf-8?b?Pz09P3V0Zi04P3E/ICBUaWNrZXRzIHRpbWUgYWZmZWN0?= =?utf-8?q?ed_on_service_contrats?= In-Reply-To: Message-ID: <28a3-589c7180-15-1c3f9c00@65864701> And, I forgot to say that during my researches, I was wondering if custom fields can help me. Any idea with this ? Frank Le Mercredi 8 F?vrier 2017 16:29 CET, Matt Zagrabelny a ?crit: ?Hi Frank, On Wed, Feb 8, 2017 at 4:11 AM, Frank Soyer wrote: > Hi all, > I wonder if an extension or some solution exists for managing service > contracts, I mean, registering somewhere for a queue and/or a (some) > requestor(s), a total time to decrement, and decrementing it with the time > spent on tickets of this resquestor(s). Or, at least, report on demand the > time spent for this requestor(s). You could set up a "master" ticket and link in the child tickets to it. I'm not aware of any built in mechanisms that will adjust time accordingly between parent and child tickets - but you could certainly add in some code to do that. -m ? -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Thu Feb 9 10:02:08 2017 From: ahall at autodist.com (Alex Hall) Date: Thu, 9 Feb 2017 10:02:08 -0500 Subject: [rt-users] excluding queue in RT SQL Message-ID: Hi all, Just a quick question, and one I feel like I should know. In RT's implementation of SQL, how do I specify a queue; name or ID? We have a cron job that runs, using SQL to search for tickets. I'm being asked to exclude a specific queue from this search. Do I need to use "queue <> 'queue name'" or "queue <> 7"? Thanks. -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Thu Feb 9 10:47:59 2017 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Thu, 9 Feb 2017 09:47:59 -0600 Subject: [rt-users] excluding queue in RT SQL In-Reply-To: References: Message-ID: Hey Alex, On Thu, Feb 9, 2017 at 9:02 AM, Alex Hall wrote: > Hi all, > Just a quick question, and one I feel like I should know. In RT's > implementation of SQL, how do I specify a queue; name or ID? Just a point of clarification: RT has something called TicketSQL and while "SQL" is in its name, it is not SQL. That being said, you want the queue's name. > We have a cron job that runs, using SQL to search for tickets. I'm being > asked to exclude a specific queue from this search. Do I need to use "queue > <> 'queue name'" or "queue <> 7"? Thanks. I would build some of the query with the search builder: Search -> Tickets -> New Search Add a few predicates to your search and then click Advanced. You'll see exactly what TicketSQL RT uses. -m From talena at bestpractical.com Thu Feb 9 10:15:36 2017 From: talena at bestpractical.com (Talena Gandy) Date: Thu, 9 Feb 2017 10:15:36 -0500 Subject: [rt-users] [rt-announce] Paris Request Tracker Training this April! Message-ID: Hello! We're very pleased to announce our first 2017 Request Tracker training! We'll be in Paris from April 24-26, 2017. To read more about what each day covers, including the new hands on third day, please visit https://bestpractical.com/blog/2017/2/announcing-our-first-2017-rt-training . You can purchase a seat at bestpractical.com/training#NextTraining . As always, thank you for supporting RT! -The Best Practical Team -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From mzagrabe at d.umn.edu Thu Feb 9 14:19:01 2017 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Thu, 9 Feb 2017 13:19:01 -0600 Subject: [rt-users] Tickets time affected on service contrats In-Reply-To: <28a3-589c7000-11-1c3f9c00@65864660> References: <28a3-589c7000-11-1c3f9c00@65864660> Message-ID: On Thu, Feb 9, 2017 at 7:35 AM, Frank Soyer wrote: > I tried, thanks for the suggestion Matt. But if I need to dig in code to > have a sum of times, I think I'll rather try to develop a module to manage > contracts ^^ > Unfortunatly, no time to learn RT dev for the moment, and no time to dev... > If I start such a project, I'll share it. Hey Frank, FWIW, you could ask Best Practical for a quote on this. It doesn't sound like too much work. It might not be too expensive. -m From kae at midnighthax.com Sun Feb 12 07:57:41 2017 From: kae at midnighthax.com (Keith Edmunds) Date: Sun, 12 Feb 2017 12:57:41 +0000 Subject: [rt-users] Move tickets to queue but don't allow ticket creation Message-ID: <20170212125741.78e1f578@ws.midnighthax.com> We have a "Triage" queue and a number of problem-type queues. Ideally, we'd like to allow tickets to only be created in the Triage queue and then be moved to the appropriate problem queue, but it appears that we need the "Create Ticket" permission on a queue to move tickets to it. Is there any way of achieving what we want? Thanks, Keith -- "The great enemy of communication is the illusion of it" - William Whyte From chrisis at bosberaad.com Sun Feb 12 17:09:07 2017 From: chrisis at bosberaad.com (Chris McClement) Date: Sun, 12 Feb 2017 22:09:07 +0000 Subject: [rt-users] Assets Advanced Search Message-ID: Is there a way of "advanced searching" assets? For example, I'd like to search for all assets where status != "EOL" etc. When searching tickets there's always an advanced tab where I can manually edit the search string but I'm unable to find this with assets. -------------- next part -------------- An HTML attachment was scrubbed... URL: From rraineyjay at gmail.com Mon Feb 13 04:41:55 2017 From: rraineyjay at gmail.com (Lorraine Johnson) Date: Mon, 13 Feb 2017 09:41:55 +0000 Subject: [rt-users] RT mailgate Message-ID: Goodmorning all, I noticed that mails sent outside rt are not being delivered in the system. I think my RT- mailgate is not working. Autopreply messages are also not being received. Kindly help if you have an idea. thank you -------------- next part -------------- An HTML attachment was scrubbed... URL: From t.baetzler at bringe.com Mon Feb 13 05:19:37 2017 From: t.baetzler at bringe.com (=?utf-8?B?VGhvbWFzIELDpHR6bGVy?=) Date: Mon, 13 Feb 2017 10:19:37 +0000 Subject: [rt-users] RT mailgate In-Reply-To: References: Message-ID: <515168F006F2D643952F8FFD24F2E07304541F4AAC@sonne2.gw.bringe.net> Lorraine Johnson wrote: * I noticed that mails sent outside rt are not being delivered in the system. I think my RT- mailgate is not working. Autopreply messages are also not being received. * * Kindly help if you have an idea. * * thank you You?ve got the function of rt-mailgate backwards ? it?s only responsible for delivering mail to RT; not for sending it. There are many possible causes why mails supposedly sent by RT are not reaching their intended recipients. Are you using the local mail system of the box you?re running RT on to deliver outgoing mail? If so, start by verifying that it is working as intended by sending mail from the command line. Check the local mail logs to see whether your mails are getting rejected. If your primary mail hub is on a different system and you?re using its mail domain, make sure that you?re not getting rejections because your RT box is not listed as a trusted sender in your domain?s SPF policy. MfG, Thomas B?tzler -- BRINGE Informationstechnik GmbH Zur Seeplatte 12 D-76228 Karlsruhe Germany Fon: +49 721 94246-0 Fon: +49 171 5438457 Fax: +49 721 94246-66 Web: http://www.bringe.de/ Gesch?ftsf?hrer: Dipl.-Ing. (FH) Martin Bringe Ust.Id: DE812936645, HRB 108943 Mannheim -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 5050 bytes Desc: not available URL: From javoskamp at uwaterloo.ca Mon Feb 13 07:59:05 2017 From: javoskamp at uwaterloo.ca (Jeff Voskamp) Date: Mon, 13 Feb 2017 07:59:05 -0500 Subject: [rt-users] Move tickets to queue but don't allow ticket creation In-Reply-To: <20170212125741.78e1f578@ws.midnighthax.com> References: <20170212125741.78e1f578@ws.midnighthax.com> Message-ID: On 12/02/17 07:57 AM, Keith Edmunds wrote: > We have a "Triage" queue and a number of problem-type queues. Ideally, > we'd like to allow tickets to only be created in the Triage queue and > then be moved to the appropriate problem queue, but it appears that we need > the "Create Ticket" permission on a queue to move tickets to it. > > Is there any way of achieving what we want? > > Thanks, > Keith I'm assuming that you have specific people who process the triage queue. Put them in a Triage group. Give everyone the right to create tickets in Triage. Triage people have the right to create tickets in the problem queues. Requestors can SeeTicket, Reply, (SeeQueue?) and other standard stuff everywhere. This should funnel all the requests as long as you can make sure the Triage people follow the rules. :-) Jeff -------------- next part -------------- An HTML attachment was scrubbed... URL: From rauer at bytemine.net Mon Feb 13 09:04:59 2017 From: rauer at bytemine.net (Daniel Rauer) Date: Mon, 13 Feb 2017 15:04:59 +0100 Subject: [rt-users] RT 4.4: Configuring escalations with various rt-crontool options, but none are working Message-ID: Hello everyone. Currently we are quite stuck on enabling ticket escalations based on SLA. The problem is that none of the escalation we tried seems to work: either the crontool throws errors or does basically nothing. What we did so far: - Upgrade to 4.4.1 and made sure all database migrations pass - Defined a basic ServiceAgreements section (code found later in this email) - Used an existing, working queue to enable "SLA Enabled" - Set the default value for "Final Priority" of this queue to "99" - Set the default value for "Priority" of this queue to "0" - Created some test tickets (via web and via email) in this queue. "Starts" and "Due" are correctly set according to the defined ServiceAgreements. The queue we currently use for our tests is called "Test-Queue", and there is currently one ticket in it having "Starts" and "Due" set, the ID is #78735. I would appreciate if anyone has ideas on what is wrong with our setup, or could provide a working configuration! Here are our ServiceAgreements (just for testing so far) and some of the rt-crontool calls and their returns we tried so far: Set( %ServiceAgreements, ( Default => 'standard', Levels => { 'standard' => { Starts => { RealMinutes => 0 }, Resolve => { RealMinutes => 10 }, }, 'urgent' => { Starts => { RealMinutes => 0 }, Resolve => { RealMinutes => 5 }, }, }, )); # bin/rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg "Test-Queue" -action RT::Action::EscalatePriority --verbose --log info 78735: Processing without transaction, some conditions and actions may fail. Consider using --transaction argument # bin/rt-crontool --search RT::Search::FromSQL --search-arg "(Status='new' OR Status='open') AND FinalPriority > 0 AND Due > 'Jan 1, 1970'" --action RT::Action::EscalatePriority --action-arg "RecordTransaction: 1, UpdateLastUpdated: 1" --verbose --log info [11753] [Mon Feb 13 13:48:02 2017] [notice]: Passed a unix time less than 0, forcing to 0: [-3600] (/opt/rt4/bin/../lib/RT/Date.pm:619) 78735: Processing without transaction, some conditions and actions may fail. Consider using --transaction argument # bin/rt-crontool --search RT::Search::FromSQL --search-arg "(Status='new' OR Status='open' OR Status = 'stalled')" --action RT::Action::LinearEscalate --action-arg "RecordTransaction: 1" [11875] [Mon Feb 13 13:53:02 2017] [notice]: Passed a unix time less than 0, forcing to 0: [-1] (/opt/rt4/bin/../lib/RT/Date.pm:619) # bin/rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg \"Test-Queue\" -action RT::Action::LinearEscalate [11893] [Mon Feb 13 13:55:47 2017] [warning]: Use of uninitialized value $args{"VALUE"} in join or string at /opt/rt4/bin/../lib/RT/Tickets.pm line 1536. (/opt/rt4/bin/../lib/RT/Tickets.pm:1536) [11893] [Mon Feb 13 13:55:47 2017] [warning]: Use of uninitialized value $value in substitution (s///) at /opt/rt4/bin/../lib/RT/Tickets.pm line 2805. (/opt/rt4/bin/../lib/RT/Tickets.pm:2805) (this one is really strange, as this ticket #11893 was resolved 5 years ago and in another queue, it should not get found by ActiveTicketsInQueue) # bin/rt-crontool --search RT::Search::FromSQL --search-arg 'Status = "open" or Status = "new"' --action RT::Action::LinearEscalate --action-arg "UpdateLastUpdated: 0" --verbose --log info 78735: Processing without transaction, some conditions and actions may fail. Consider using --transaction argument Action prepared... Action committed. # bin/rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg Test-Queue --action RT::Action::EscalatePriority --verbose 78735: Processing without transaction, some conditions and actions may fail. Consider using --transaction argument # bin/rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg Test-Queue --condition RT::Condition::Overdue --action RT::Action::SetPriority --action-arg 99 --verbose 78735: Processing without transaction, some conditions and actions may fail. Consider using --transaction argument Kind regards, Daniel Rauer From SJC at qvii.com Mon Feb 13 10:53:41 2017 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Mon, 13 Feb 2017 15:53:41 +0000 Subject: [rt-users] Pre-configure users "RT At A Glance" with specific elements - Default Dashboards? Message-ID: <87F81E27495DC8489147E34A4152E268A4986381@MailStore2010.ogp.qvii.com> We have an instance of RT that is shared across three departments. Each department only needs to be able to see specific queues. Due to the way permissions work in RT, all the queues are visible. My idea to fix the "display" problem is to rewrite some of the widgets to only include the desired queues (ex: 10 unonwned now is 10 tickets unowned in queues I should see). Is there a way that I can pre-populate my users "RT At A Glance" with specific elements that are germane to the specific user? (Dept A user gets widgets A-J, Dept B gets A-D,K, etc) or can I create custom Dashboards and somehow instruct RT to use them as the "home screen"? Thanks! Stephen Cena Senior Systems Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general at qvii.com To report email issues: postmaster at qvii.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Mon Feb 13 11:09:05 2017 From: ktm at rice.edu (Kenneth Marshall) Date: Mon, 13 Feb 2017 10:09:05 -0600 Subject: [rt-users] Pre-configure users "RT At A Glance" with specific elements - Default Dashboards? In-Reply-To: <87F81E27495DC8489147E34A4152E268A4986381@MailStore2010.ogp.qvii.com> References: <87F81E27495DC8489147E34A4152E268A4986381@MailStore2010.ogp.qvii.com> Message-ID: <20170213160905.GD4234@aart.rice.edu> On Mon, Feb 13, 2017 at 03:53:41PM +0000, Cena, Stephen (ext. 300) wrote: > We have an instance of RT that is shared across three departments. Each department only needs to be able to see specific queues. Due to the way permissions work in RT, all the queues are visible. My idea to fix the "display" problem is to rewrite some of the widgets to only include the desired queues (ex: 10 unonwned now is 10 tickets unowned in queues I should see). Is there a way that I can pre-populate my users "RT At A Glance" with specific elements that are germane to the specific user? (Dept A user gets widgets A-J, Dept B gets A-D,K, etc) or can I create custom Dashboards and somehow instruct RT to use them as the "home screen"? > > Thanks! Hi Stephen, We do this with standard RT permissions. We put the users in a group, and only members of that group can see/work on tickets in their queue. They do not see any other qeueus. I think you just need to look at your current ACLs more closely. Regards, Ken From SJC at qvii.com Mon Feb 13 11:16:18 2017 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Mon, 13 Feb 2017 16:16:18 +0000 Subject: [rt-users] Pre-configure users "RT At A Glance" with specific elements - Default Dashboards? Message-ID: <87F81E27495DC8489147E34A4152E268A49863D8@MailStore2010.ogp.qvii.com> Ken - Correct, but there's one thing I left out that might clear this up: The company wants to make the RT installation "read only" to all corporate employees. This is where the "See everything" issue comes into play. Also, the way our tickets can move between queues causes extra 'visibility' as well. Stephen Cena Senior Systems Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general at qvii.com To report email issues: postmaster at qvii.com Hi Stephen, We do this with standard RT permissions. We put the users in a group, and only members of that group can see/work on tickets in their queue. They do not see any other qeueus. I think you just need to look at your current ACLs more closely. Regards, Ken From t.baetzler at bringe.com Mon Feb 13 11:26:45 2017 From: t.baetzler at bringe.com (=?iso-8859-1?Q?Thomas_B=E4tzler?=) Date: Mon, 13 Feb 2017 16:26:45 +0000 Subject: [rt-users] Pre-configure users "RT At A Glance" with specific elements - Default Dashboards? In-Reply-To: <87F81E27495DC8489147E34A4152E268A4986381@MailStore2010.ogp.qvii.com> References: <87F81E27495DC8489147E34A4152E268A4986381@MailStore2010.ogp.qvii.com> Message-ID: <515168F006F2D643952F8FFD24F2E07304541F5205@sonne2.gw.bringe.net> Hey Stephen, * We have an instance of RT that is shared across three departments. Each department only needs to be able to see specific queues. Due to the way permissions work in RT, all the queues are visible. My idea to fix the ?display? problem is to rewrite some of the widgets to only include the desired * queues (ex: 10 unonwned now is 10 tickets unowned in queues I should see). Is there a way that I can pre-populate my users ?RT At A Glance? with specific elements that are germane to the specific user? (Dept A user gets widgets A-J, Dept B gets A-D,K, etc) or can I create custom Dashboards and * somehow instruct RT to use them as the ?home screen?? If all your users are seeing all of your queues ?you?re doing it wrong? ;-) It?s been a while since I set this up for our site, but assuming that you have your users properly assigned to departmental groups, you can give the ?view queue? privilege per queue to whichever group needs to see that queue in ?admin queue? => ?group rights?. Then make sure that the system groups/roles don?t have that privilege. Be prepared to logout/login frequently while you figure this out ;-) A basic setup might look something like this: System rights: Everyone: comment, create, reply to tickets (nothing else). This is needed so that Fred Customer can create a ticket via email without being set up in RT. Privileged/Unprivileged: nothing ? it?s already covered by ?everyone?. Roles: Nothing allowed per Role ? we do this via user groups User Groups: dept/customer: View Queue, Summaries admins: View Queue, lots of privileges but it really depends on what you?re trying to do. We?re an IT shop so we have at least one queue per customer, and the guys who work with me have the rights (if not the inclination ;-)) to do most anything. When you share RT across multiple departments your requirements might force you to be a bit more restrictive when giving out privileges. Just remember that RT might cache permissions for the duration of a session. MfG, Thomas B?tzler -- BRINGE Informationstechnik GmbH Zur Seeplatte 12 D-76228 Karlsruhe Germany Fon: +49 721 94246-0 Fon: +49 171 5438457 Fax: +49 721 94246-66 Web: http://www.bringe.de/ Gesch?ftsf?hrer: Dipl.-Ing. (FH) Martin Bringe Ust.Id: DE812936645, HRB 108943 Mannheim -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 5050 bytes Desc: not available URL: From mvlacerda at gmail.com Mon Feb 13 12:02:36 2017 From: mvlacerda at gmail.com (Vinicius Fagundes) Date: Mon, 13 Feb 2017 15:02:36 -0200 Subject: [rt-users] writing extensions for an old version Message-ID: Hi, I'm starting to learn RT development. And I was designated to create a RT extension, but our RT version is too old (3.8). I couldn't find any documentation about how to do it for this version. I tried follow the current documentation but when I tried to run: perl Makefile.PL I got this error: **** Error: This extension requires RT 4.0.0. Your installed version of RT (3.8.8) is too old. Is it possible write and run a Extension for this version? If so, how can I achieve that. Vin?cius *Fagundes* -------------- next part -------------- An HTML attachment was scrubbed... URL: From martin.wheldon at greenhills-it.co.uk Mon Feb 13 12:18:07 2017 From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon) Date: Mon, 13 Feb 2017 17:18:07 +0000 Subject: [rt-users] writing extensions for an old version In-Reply-To: References: Message-ID: Hi, If you look in the Makefile.PL you will find somethink like this requires_rt '4.0.0'; modify as required. Can I suggest that you upgrade as v3.8 reached end of life in 2014. Best Regards Martin On 2017-02-13 17:02, Vinicius Fagundes wrote: > Hi, > > I'm starting to learn RT development. And I was designated to create a > RT extension, but our RT version is too old (3.8). I couldn't find any > documentation about how to do it for this version. > > I tried follow the current documentation but when I tried to run: > > perl Makefile.PL > > I got this error: > > **** Error: This extension requires RT 4.0.0. Your installed version > of RT (3.8.8) is too old. > > Is it possible write and run a Extension for this version? If so, how > can I achieve that. > > Vin?cius _Fagundes_ From SJC at qvii.com Mon Feb 13 12:21:35 2017 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Mon, 13 Feb 2017 17:21:35 +0000 Subject: [rt-users] Pre-configure users "RT At A Glance" with specific elements - Default Dashboards? In-Reply-To: <515168F006F2D643952F8FFD24F2E07304541F5205@sonne2.gw.bringe.net> References: <87F81E27495DC8489147E34A4152E268A4986381@MailStore2010.ogp.qvii.com> <515168F006F2D643952F8FFD24F2E07304541F5205@sonne2.gw.bringe.net> Message-ID: <87F81E27495DC8489147E34A4152E268A4986477@MailStore2010.ogp.qvii.com> Let me try to explain a little better how we're set up: We have 3 departments: Service A, Service B and Service C. The model the departments opted for was a 'dispatch' queue for all incoming tickets, and then the tickets get transferred to a work queue. Service A has 2 dispatch queues and 1 work queue. Service B has 3 dispatches queues and 8 work queues Service C has 1 dispatch queue and 1 work queue. The mandate from management is they want anyone with an active account inside RT to be able to view any ticket in any queue. So my "Employee" group has to include the members of Service A B and C which is causing the problem. What I'm trying to do is create either dashboards or stock RT At A Glance per user so 95% of the time they only can see the things they can "work" on. Does that help or have I muddied it more? Stephen Cena Senior Systems Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general at qvii.com To report email issues: postmaster at qvii.com From: Thomas B?tzler [mailto:t.baetzler at bringe.com] Sent: Monday, February 13, 2017 11:27 AM To: Cena, Stephen (ext. 300) ; 'rt-users at lists.bestpractical.com' Subject: AW: Pre-configure users "RT At A Glance" with specific elements - Default Dashboards? If all your users are seeing all of your queues "you're doing it wrong" ;-) -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Mon Feb 13 14:46:40 2017 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Mon, 13 Feb 2017 13:46:40 -0600 Subject: [rt-users] Assets Advanced Search In-Reply-To: References: Message-ID: Which version of RT are you using? -m On Sun, Feb 12, 2017 at 4:09 PM, Chris McClement wrote: > Is there a way of "advanced searching" assets? For example, I'd like to > search for all assets where status != "EOL" etc. When searching tickets > there's always an advanced tab where I can manually edit the search string > but I'm unable to find this with assets. From Scott.Aber at erg.com Mon Feb 13 14:41:19 2017 From: Scott.Aber at erg.com (Scott Aber) Date: Mon, 13 Feb 2017 19:41:19 +0000 Subject: [rt-users] URL display of "&" within ticket display Message-ID: When I paste certain URL's into a request tracker message that contain "&", "amp;" is added within the URL after the save and the URL breaks when clicking on it from within the ticket display. The outgoing mail that is sent doesn't include the added "amp;" and the URL is sent fine. This is occurring in RT 4.4.0. Any ideas? -------------- next part -------------- An HTML attachment was scrubbed... URL: From ben.pintilie at blackpoolsixth.ac.uk Tue Feb 14 08:29:19 2017 From: ben.pintilie at blackpoolsixth.ac.uk (Ben Pintilie) Date: Tue, 14 Feb 2017 13:29:19 +0000 Subject: [rt-users] Fwd: Using getting stuck when choosing new Custom Lifecycle In-Reply-To: References: Message-ID: Hi All, Im having a strange issue, I know I have missed a step, but cant see where. I have added in three new statuses, (aw-int aw-ext aw-qa) each new status meaning "awaiting-xxx" I have carried out the update to RT_SiteConfig.pm as usual. I have restarted RT and I can see the new statuses. If any user or admin selects a status, it saves and reports correctly. The issue is that we can not then change the status from any of the new statuses to an original status. i.e. from aw-ext TO stalled. The new statuses have been added like this: Set(%Lifecycles, default => { initial => [ 'new' ], active => [ 'open', 'aw-ext', 'aw-int', 'aw-qa', 'stalled' ], <- AND HERE -> # from => [ to list ], new => [qw(open aw-ext aw-int aw-qa stalled resolved rejected deleted)], open => [qw(new aw-ext aw-int aw-qa stalled resolved rejected deleted)], stalled => [qw(new open aw-ext aw-int aw-qa rejected resolved deleted)], resolved => [qw(new open aw-ext aw-int aw-qa stalled rejected deleted)], rejected => [qw(new open aw-ext aw-int aw-qa stalled resolved deleted)], deleted => [qw(new open aw-ext aw-int aw-qa stalled rejected resolved)], aw-ext => [qw(new open aw-int aw-qa stalled rejected resolved)], aw-int => [qw(new open aw-ext aw-qa stalled rejected resolved)], aw-qa => [qw(new open aw-ext aw-int stalled rejected resolved)], <-AND HERE-> actions => [ 'new -> open' => { label => 'Open It', update => 'Respond' }, 'new -> resolved' => { label => 'Resolve', update => 'Comment' }, 'new -> rejected' => { label => 'Reject', update => 'Respond' }, 'new -> deleted' => { label => 'Delete' }, 'open -> stalled' => { label => 'Stall', update => 'Comment' }, 'open -> resolved' => { label => 'Resolve', update => 'Comment' }, 'open -> rejected' => { label => 'Reject', update => 'Respond' }, 'open -> aw-ext' => { label => 'AW-ext', update => 'Comment' }, 'open -> aw-int' => { label => 'AW-int', update => 'Comment' }, 'open -> aw-qa' => { label => 'AW-qa', update => 'Comment' }, 'aw-ext -> stalled' => { label => 'Stall', update => 'Comment' }, 'aw-ext -> resolved' => { label => 'Resolve', update => 'Comment' }, 'aw-ext -> rejected' => { label => 'Reject', update => 'Respond' }, 'aw-ext -> aw-int' => { label => 'AW-int', update => 'Comment' }, 'aw-ext -> aw-qa' => { label => 'AW-qa', update => 'Comment' }, 'aw-int -> stalled' => { label => 'Stall', update => 'Comment' }, 'aw-int -> resolved' => { label => 'Resolve', update => 'Comment' }, 'aw-int -> rejected' => { label => 'Reject', update => 'Respond' }, 'aw-int -> aw-ext' => { label => 'AW-ext', update => 'Comment' }, 'aw-int -> aw-qa' => { label => 'AW-qa', update => 'Comment' }, 'aw-qa -> stalled' => { label => 'Stall', update => 'Comment' }, 'aw-qa -> resolved' => { label => 'Resolve', update => 'Comment' }, 'aw-qa -> rejected' => { label => 'Reject', update => 'Respond' }, 'aw-qa -> aw-ext' => { label => 'AW-ext', update => 'Comment' }, 'aw-qa -> aw-int' => { label => 'AW-int', update => 'Comment' }, 'stalled -> open' => { label => 'Open It' }, 'resolved -> open' => { label => 'Re-open', update => 'Comment' }, 'rejected -> open' => { label => 'Re-open', update => 'Comment' }, 'deleted -> open' => { label => 'Undelete' }, I have *NOT* Changed the approvals lifecycle Can anyone point me to what I have missed, I know its human error, I just cant see where! Thanks Ben -- *T:* 01253 394911 *W:* blackpoolsixth.ac.uk Blackpool Sixth, Blackpool Old Road, Blackpool, FY3 7LR This email and any attachments are confidential and are intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error. Emails are not secure and cannot be guaranteed to be free of errors or viruses. It is your responsibility to scan emails and attachments for viruses before opening them. Any views or opinions expressed are solely those of the author and do not necessarily represent those of The Blackpool Sixth Form College. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mvlacerda at gmail.com Tue Feb 14 08:36:06 2017 From: mvlacerda at gmail.com (Vinicius Fagundes) Date: Tue, 14 Feb 2017 11:36:06 -0200 Subject: [rt-users] writing extensions for an old version In-Reply-To: References: Message-ID: Hello, I tried this but the error remaining the same. requires_rt '3.8.8'; Or requires (RT=>'3.8.8'); Is there any other place that I also need to update? About the upgrade we working to do that soon. Thanks, Vinicius Fagundes Em 13 de fev de 2017 15:18, "Martin Wheldon" escreveu: Hi, If you look in the Makefile.PL you will find somethink like this requires_rt '4.0.0'; modify as required. Can I suggest that you upgrade as v3.8 reached end of life in 2014. Best Regards Martin On 2017-02-13 17:02, Vinicius Fagundes wrote: > Hi, > > I'm starting to learn RT development. And I was designated to create a > RT extension, but our RT version is too old (3.8). I couldn't find any > documentation about how to do it for this version. > > I tried follow the current documentation but when I tried to run: > > perl Makefile.PL > > I got this error: > > **** Error: This extension requires RT 4.0.0. Your installed version > of RT (3.8.8) is too old. > > Is it possible write and run a Extension for this version? If so, how > can I achieve that. > > Vin?cius _Fagundes_ > -------------- next part -------------- An HTML attachment was scrubbed... URL: From coonsm at umich.edu Tue Feb 14 09:14:20 2017 From: coonsm at umich.edu (Matthew Coons) Date: Tue, 14 Feb 2017 09:14:20 -0500 Subject: [rt-users] Recovering Disabled Articles Message-ID: Hello RT User group, I'm curious if there is a way from RT to enable an article that has been disabled? I don't see a way to search for disabled articles in RT, and Googling this question does not return any helpful ideas. Thoughts? Matt Coons Incident Responder and Threat Analyst Information & Infrastructure Assurance (IIA) University of Michigan 734-764-4105 coonsm at umich.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From kyle.dippery at uky.edu Tue Feb 14 09:14:54 2017 From: kyle.dippery at uky.edu (Dippery, Kyle) Date: Tue, 14 Feb 2017 14:14:54 +0000 Subject: [rt-users] Fwd: Using getting stuck when choosing new Custom Lifecycle In-Reply-To: References: , Message-ID: In my own custom lifecycle, I have one hyphenated status ("in-use"). I don't remember why (perhaps this is the reason), but I have it in quotation marks as a key in our transitions array: transitions => { ... "in-use" => [qw(allocated recycled stolen lost deleted surplussed destroyed-for-parts scattered-across-the-desert)], } Your hyphenated ones aren't quoted in your array. Perhaps that's the sticking point? Perl might be trying to do math with the "-" before assigning to it. -- Kyle Dippery Engineering Computing Services 219 RMB 859-257-1346 ________________________________________ From: rt-users on behalf of Ben Pintilie Sent: Tuesday, February 14, 2017 8:29 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Fwd: Using getting stuck when choosing new Custom Lifecycle Hi All, Im having a strange issue, I know I have missed a step, but cant see where. I have added in three new statuses, (aw-int aw-ext aw-qa) each new status meaning "awaiting-xxx" I have carried out the update to RT_SiteConfig.pm as usual. I have restarted RT and I can see the new statuses. If any user or admin selects a status, it saves and reports correctly. The issue is that we can not then change the status from any of the new statuses to an original status. i.e. from aw-ext TO stalled. The new statuses have been added like this: Set(%Lifecycles, default => { initial => [ 'new' ], active => [ 'open', 'aw-ext', 'aw-int', 'aw-qa', 'stalled' ], <- AND HERE -> # from => [ to list ], new => [qw(open aw-ext aw-int aw-qa stalled resolved rejected deleted)], open => [qw(new aw-ext aw-int aw-qa stalled resolved rejected deleted)], stalled => [qw(new open aw-ext aw-int aw-qa rejected resolved deleted)], resolved => [qw(new open aw-ext aw-int aw-qa stalled rejected deleted)], rejected => [qw(new open aw-ext aw-int aw-qa stalled resolved deleted)], deleted => [qw(new open aw-ext aw-int aw-qa stalled rejected resolved)], aw-ext => [qw(new open aw-int aw-qa stalled rejected resolved)], aw-int => [qw(new open aw-ext aw-qa stalled rejected resolved)], aw-qa => [qw(new open aw-ext aw-int stalled rejected resolved)], <-AND HERE-> actions => [ 'new -> open' => { label => 'Open It', update => 'Respond' }, 'new -> resolved' => { label => 'Resolve', update => 'Comment' }, 'new -> rejected' => { label => 'Reject', update => 'Respond' }, 'new -> deleted' => { label => 'Delete' }, 'open -> stalled' => { label => 'Stall', update => 'Comment' }, 'open -> resolved' => { label => 'Resolve', update => 'Comment' }, 'open -> rejected' => { label => 'Reject', update => 'Respond' }, 'open -> aw-ext' => { label => 'AW-ext', update => 'Comment' }, 'open -> aw-int' => { label => 'AW-int', update => 'Comment' }, 'open -> aw-qa' => { label => 'AW-qa', update => 'Comment' }, 'aw-ext -> stalled' => { label => 'Stall', update => 'Comment' }, 'aw-ext -> resolved' => { label => 'Resolve', update => 'Comment' }, 'aw-ext -> rejected' => { label => 'Reject', update => 'Respond' }, 'aw-ext -> aw-int' => { label => 'AW-int', update => 'Comment' }, 'aw-ext -> aw-qa' => { label => 'AW-qa', update => 'Comment' }, 'aw-int -> stalled' => { label => 'Stall', update => 'Comment' }, 'aw-int -> resolved' => { label => 'Resolve', update => 'Comment' }, 'aw-int -> rejected' => { label => 'Reject', update => 'Respond' }, 'aw-int -> aw-ext' => { label => 'AW-ext', update => 'Comment' }, 'aw-int -> aw-qa' => { label => 'AW-qa', update => 'Comment' }, 'aw-qa -> stalled' => { label => 'Stall', update => 'Comment' }, 'aw-qa -> resolved' => { label => 'Resolve', update => 'Comment' }, 'aw-qa -> rejected' => { label => 'Reject', update => 'Respond' }, 'aw-qa -> aw-ext' => { label => 'AW-ext', update => 'Comment' }, 'aw-qa -> aw-int' => { label => 'AW-int', update => 'Comment' }, 'stalled -> open' => { label => 'Open It' }, 'resolved -> open' => { label => 'Re-open', update => 'Comment' }, 'rejected -> open' => { label => 'Re-open', update => 'Comment' }, 'deleted -> open' => { label => 'Undelete' }, I have *NOT* Changed the approvals lifecycle Can anyone point me to what I have missed, I know its human error, I just cant see where! Thanks Ben T: 01253 394911 W: blackpoolsixth.ac.uk Blackpool Sixth, Blackpool Old Road, Blackpool, FY3 7LR This email and any attachments are confidential and are intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error. Emails are not secure and cannot be guaranteed to be free of errors or viruses. It is your responsibility to scan emails and attachments for viruses before opening them. Any views or opinions expressed are solely those of the author and do not necessarily represent those of The Blackpool Sixth Form College. From mzagrabe at d.umn.edu Tue Feb 14 09:34:33 2017 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 14 Feb 2017 08:34:33 -0600 Subject: [rt-users] Fwd: Using getting stuck when choosing new Custom Lifecycle In-Reply-To: References: Message-ID: On Tue, Feb 14, 2017 at 8:14 AM, Dippery, Kyle wrote: > In my own custom lifecycle, I have one hyphenated status ("in-use"). I don't remember why (perhaps this is the reason), but I have it in quotation marks as a key in our transitions array: > > transitions => { > ... > "in-use" => [qw(allocated recycled stolen lost deleted surplussed destroyed-for-parts scattered-across-the-desert)], > } > > Your hyphenated ones aren't quoted in your array. Perhaps that's the sticking point? Perl might be trying to do math with the "-" before assigning to it. Guaranteed. You need to quote hash keys that contain hyphens. -m From mzagrabe at d.umn.edu Tue Feb 14 09:37:54 2017 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 14 Feb 2017 08:37:54 -0600 Subject: [rt-users] Recovering Disabled Articles In-Reply-To: References: Message-ID: On Tue, Feb 14, 2017 at 8:14 AM, Matthew Coons wrote: > Hello RT User group, > > I'm curious if there is a way from RT to enable an article that has been > disabled? I don't see a way to search for disabled articles in RT, and > Googling this question does not return any helpful ideas. > > Thoughts? What version of RT are you using? We're on 4.2.11 and there is no disable option for articles - only delete. And it does delete. I checked the database before and after clicking the delete link. Afterwards, it is gone. -m From mvlacerda at gmail.com Tue Feb 14 10:40:25 2017 From: mvlacerda at gmail.com (Vinicius Fagundes) Date: Tue, 14 Feb 2017 13:40:25 -0200 Subject: [rt-users] writing extensions for an old version In-Reply-To: References: Message-ID: I have found. For anyone else who may have the same problem, to create a extension for any deprecated version (RT <4.0) it's necessary allow deprecated RT: RTx ('RT-Extension-Example', {deprecated_rt=>1}); More About: http://search.cpan.org/~alexmv/Module-Install-RTx-0.38/lib/Module/Install/RTx.pm Vin?cius *Fagundes* 2017-02-14 11:36 GMT-02:00 Vinicius Fagundes : > Hello, > > I tried this but the error remaining the same. > > requires_rt '3.8.8'; > > Or > > requires (RT=>'3.8.8'); > > Is there any other place that I also need to update? > > About the upgrade we working to do that soon. > > Thanks, > > Vinicius Fagundes > > Em 13 de fev de 2017 15:18, "Martin Wheldon" < > martin.wheldon at greenhills-it.co.uk> escreveu: > > Hi, > > If you look in the Makefile.PL you will find somethink like this > > requires_rt '4.0.0'; > > modify as required. > > Can I suggest that you upgrade as v3.8 reached end of life in 2014. > > Best Regards > > Martin > > > On 2017-02-13 17:02, Vinicius Fagundes wrote: > >> Hi, >> >> I'm starting to learn RT development. And I was designated to create a >> RT extension, but our RT version is too old (3.8). I couldn't find any >> documentation about how to do it for this version. >> >> I tried follow the current documentation but when I tried to run: >> >> perl Makefile.PL >> >> I got this error: >> >> **** Error: This extension requires RT 4.0.0. Your installed version >> of RT (3.8.8) is too old. >> >> Is it possible write and run a Extension for this version? If so, how >> can I achieve that. >> >> Vin?cius _Fagundes_ >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ben.pintilie at blackpoolsixth.ac.uk Tue Feb 14 10:51:47 2017 From: ben.pintilie at blackpoolsixth.ac.uk (Ben Pintilie) Date: Tue, 14 Feb 2017 15:51:47 +0000 Subject: [rt-users] Fwd: Using getting stuck when choosing new Custom Lifecycle In-Reply-To: References: Message-ID: Matt / Kyle, Thanks for your fast replies. This has fixed the issue and all is working well. I have just checked my notes going back about 10 years and this is the first time I must have ever used a hyphen in a status! I knew it was something I did, I would never have found it. Thanks for your help! :-) Thanks Ben -- Ben Pintilie Blackpool Sixth Form College w: http://www.blackpoolsixth.ac.uk e: ben.pintilie at blackpoolsixth.ac.uk On 14 February 2017 at 14:34, Matt Zagrabelny wrote: > On Tue, Feb 14, 2017 at 8:14 AM, Dippery, Kyle > wrote: > > In my own custom lifecycle, I have one hyphenated status ("in-use"). I > don't remember why (perhaps this is the reason), but I have it in quotation > marks as a key in our transitions array: > > > > transitions => { > > ... > > "in-use" => [qw(allocated recycled stolen lost deleted > surplussed destroyed-for-parts scattered-across-the-desert)], > > } > > > > Your hyphenated ones aren't quoted in your array. Perhaps that's the > sticking point? Perl might be trying to do math with the "-" before > assigning to it. > > Guaranteed. You need to quote hash keys that contain hyphens. > > -m > -- *T:* 01253 394911 *W:* blackpoolsixth.ac.uk Blackpool Sixth, Blackpool Old Road, Blackpool, FY3 7LR This email and any attachments are confidential and are intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error. Emails are not secure and cannot be guaranteed to be free of errors or viruses. It is your responsibility to scan emails and attachments for viruses before opening them. Any views or opinions expressed are solely those of the author and do not necessarily represent those of The Blackpool Sixth Form College. -------------- next part -------------- An HTML attachment was scrubbed... URL: From SJC at qvii.com Wed Feb 15 09:54:26 2017 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Wed, 15 Feb 2017 14:54:26 +0000 Subject: [rt-users] Pre-configure users "RT At A Glance" with specific Message-ID: <87F81E27495DC8489147E34A4152E268A4988417@MailStore2010.ogp.qvii.com> I've re-evaluated my permissions inside RT related to this issue and I think I have a solution/work around. If I grant ShowTicket globally, users are able to search & find what they are looking for so that might solve it. Even without the permissions issue, I'm still curious about how you can have default RT At A Glance for specific user types. Example: End User and Support Staff. The Self-Service page (IMO) is too limited and I'd like to have some default widgets available to all users. Is there a way to preconfigure Dashboards/RT At A Glance per user and have the environments be unique? Stephen Cena Senior Systems Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general at qvii.com To report email issues: postmaster at qvii.com From TBecker at frankenbach.com Wed Feb 15 10:29:20 2017 From: TBecker at frankenbach.com (TBecker at frankenbach.com) Date: Wed, 15 Feb 2017 16:29:20 +0100 Subject: [rt-users] How to customize AssetSearchFields Message-ID: Hello All, I try to customize the Option AssetSearchFields in the RT_SiteConfig.pm. The standard config ist: Set($AssetSearchFields, { id => '=', Name => 'LIKE', Description => 'LIKE', }); I want to able to search for a cutom field called "Inventar-Nr". I added this field like this Set($AssetSearchFields, { Inventar-Nr => '=', Name => 'LIKE', Description => 'LIKE', }); But after restart of Apache I aleays get the Asset id found. The field Inventar-Nr is not searched. How can I do this? Mit freundlichen Gr??en / best regards Torsten Becker Leiter EDV Hauptsitz / Head Office: Ernst Frankenbach GmbH Spedition Am Weyer 5 D-55252 Mainz-Kastel Germany Kontakt / Contact: Phone: +49 (0) 6134 - 2900 130 Fax: +49 6134 - 2900 122 E-Mail: tbecker at frankenbach.com Web: www.frankenbach.com Gesch?ftsf?hrer / Managing Director: Ernst Christian Frankenbach, Bernhard Karl Meineck Amtsgericht / Commercial Register: Wiesbaden HRB 4060 UST-ID / VAT: DE217320363 Wir arbeiten ausschlie?lich auf Grundlage der Allgemeinen Deutschen Spediteurbedingungen, jeweils neuester Fassung. Diese beschr?nken in Ziffer 23 ADSp die gesetzliche Haftung f?r G?tersch?den nach ? 431 HGB f?r Sch?den im speditionellen Gewahrsam auf 5,-- Euro/kg, bei multimodalen Transporten unter Einschluss einer Seebef?rderung auf 2 SZR/kg sowie ferner je Schadenfall bzw. -ereignis auf 1 Mio. bzw. 2 Mio. Euro oder 2 SZR/kg, je nachdem, welcher Betrag h?her ist. Erg?nzend wird vereinbart, dass (1) Ziffer 27 ADSp weder die Haftung des Spediteurs noch die Zurechnung des Verschuldens von Leuten und sonstigen Dritten abweichend von gesetzlichen Vorschriften wie ? 507 HGB, Art. 25 M?, Art. 36 CIM, Art. 20, 21 CMNI zu Gunsten des Auftraggebers erweitert, (2) der Spediteur als Verfrachter in den in ? 512 Abs. 2 Nr. 1 HGB aufgef?hrten F?llen des nautischen Verschulden oder Feuer an Bord nur f?r eigenes Verschulden haftet und (3) der Spediteur als Frachtf?hrer im Sinne der CMNI unter den in Art. 25 Abs. 2 CMNI genannten Voraussetzungen nicht f?r nautisches Verschulden, Feuer an Bord oder M?ngel des Schiffes haftet. We operate exclusively in accordance with the latest version of the Allgemeinen Deutschen Spediteurbedingungen - ADSp - (German Freight Forwarders' GeneralTerms and Conditions). These limit in clause 23 ADSp the legal liability for damage to goods in case of damage to goods whilst in the care of a forwarder to ? 5/kg, in ac-cordance with Art. 431 of the German Commercial Code (HGB); in case of multimod-al transports including sea transport to 2 SDR/kg. In addition the liability is limited to ? 1 Million per damage respectively to ? 2 Million per event or 2 SDR/kg whichever is the greater. The parties agree subsidiary, that (1) clause 27 ADSp does neither ex-tend the liability nor the responsibility of the forwarder for agents, servants, employ-ees or crewmembers beyond legal regulations as Art. 507 HGB, Art. 25 MC, Art. 36 CIM, Art. 20, 21 CMNI for the benefit of the principal, (2) the freight forwarder as a sea carrier is only liable for fault of his own part in case of risks provided in Art. 512 paragraph 2 no. 1 HGB such as default in navigation of the ship or fire on board and (3) the freight forwarder as a carrier defined in CMNI is relieved of liability in compli-ance with the requirements provided in Art. 25 paragraph 2 CMNI such as default in navigation of the ship, fire on board or defects of vessel. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: image/jpeg Size: 2815 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: image/jpeg Size: 30350 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: image/jpeg Size: 17847 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: image/jpeg Size: 15858 bytes Desc: not available URL: From talena at bestpractical.com Thu Feb 16 11:40:04 2017 From: talena at bestpractical.com (Talena Gandy) Date: Thu, 16 Feb 2017 11:40:04 -0500 Subject: [rt-users] [rt-announce] RT mailing lists moving over to new community forum Message-ID: <7DFD27EE-D8BC-4E07-B8DD-BA87FF11BC23@bestpractical.com> Hello! The various RT and RTIR mailing lists have been a great resource for help and discussion since March 2000 (wow!). Today we're excited to announce that we're taking a big step forward and migrating our community discussions to a web-based forum hosted using Discourse. Why the change? Discourse offers tons of great features that will help RT users including a built-in search (which should also help as people do web searches) and a really nice web interface for reading and commenting on posts. You'll also have a user account allowing you to set various preferences to manage how you interact with the community. Worry not if you prefer email over a web site. Discourse has a mailing list mode that will allow you to continue to receive and reply to posts via email. Forum Features The BPS mailing lists are a great resource for sharing information about RT and RTIR, but some of that great information can be lost over time. In addition to a native search, the forum will allow us to organize discussions by category and topic, making information easier to find. We're also going to provide several social login options so it will also be easier for new users to become involved. For more technical posts, Discourse offers formatting for code, including Perl, to make things easier to read. Users can like and bookmark useful posts. At BPS we'll be able to see which posts are popular, indicating a common feature request, bug, or gap in the documentation. There's way more and the best way to see the new features is to try it out for yourself. Discourse hosts a site at try.discourse.org where you can experiment to get ready for the change. Schedule We are currently targeting early March for the cut-over. To seed the new system with helpful discussions from the list, we are importing the last 5 years of posts from the lists into Discourse. After a few hours of downtime, we'll send a notification when the forum is up and running. We'll also pull in current subscribers by email and you'll be able to use the "Forgot password" link to set a new password. We're looking forward to the next 17 years of great community discussion! -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From kyle.dippery at uky.edu Thu Feb 16 13:35:35 2017 From: kyle.dippery at uky.edu (Dippery, Kyle) Date: Thu, 16 Feb 2017 18:35:35 +0000 Subject: [rt-users] How to customize AssetSearchFields In-Reply-To: References: Message-ID: Try: Set($AssetSearchFields, { 'CF.Inventar-Nr' => '=', Name => 'LIKE', Description => 'LIKE', }); Cheers, Kyle -- Kyle Dippery Engineering Computing Services 219 RMB 859-257-1346 ________________________________________ From: rt-users on behalf of TBecker at frankenbach.com Sent: Wednesday, February 15, 2017 10:29 AM To: rt-users Subject: [rt-users] How to customize AssetSearchFields Hello All, I try to customize the Option AssetSearchFields in the RT_SiteConfig.pm. The standard config ist: Set($AssetSearchFields, { id => '=', Name => 'LIKE', Description => 'LIKE', }); I want to able to search for a cutom field called "Inventar-Nr". I added this field like this Set($AssetSearchFields, { Inventar-Nr => '=', Name => 'LIKE', Description => 'LIKE', }); But after restart of Apache I aleays get the Asset id found. The field Inventar-Nr is not searched. How can I do this? Mit freundlichen Gr??en / best regards Torsten Becker Leiter EDV Hauptsitz / Head Office: Ernst Frankenbach GmbH Spedition Am Weyer 5 D-55252 Mainz-Kastel Germany Kontakt / Contact: Phone: +49 (0) 6134 - 2900 130 Fax: +49 6134 - 2900 122 E-Mail: tbecker at frankenbach.com Web: www.frankenbach.com Gesch?ftsf?hrer / Managing Director: Ernst Christian Frankenbach, Bernhard Karl Meineck Amtsgericht / Commercial Register: Wiesbaden HRB 4060 UST-ID / VAT: DE217320363 [cid:_2_1430213414301ABC004E3C71C1257FDA][cid:_2_1430236414301ABC004E3C71C1257FDA][cid:_2_1430259414301ABC004E3C71C1257FDA][cid:_2_143027C414301ABC004E3C71C1257FDA] Wir arbeiten ausschlie?lich auf Grundlage der Allgemeinen Deutschen Spediteurbedingungen, jeweils neuester Fassung. Diese beschr?nken in Ziffer 23 ADSp die gesetzliche Haftung f?r G?tersch?den nach ? 431 HGB f?r Sch?den im speditionellen Gewahrsam auf 5,-- Euro/kg, bei multimodalen Transporten unter Einschluss einer Seebef?rderung auf 2 SZR/kg sowie ferner je Schadenfall bzw. -ereignis auf 1 Mio. bzw. 2 Mio. Euro oder 2 SZR/kg, je nachdem, welcher Betrag h?her ist. Erg?nzend wird vereinbart, dass (1) Ziffer 27 ADSp weder die Haftung des Spediteurs noch die Zurechnung des Verschuldens von Leuten und sonstigen Dritten abweichend von gesetzlichen Vorschriften wie ? 507 HGB, Art. 25 M?, Art. 36 CIM, Art. 20, 21 CMNI zu Gunsten des Auftraggebers erweitert, (2) der Spediteur als Verfrachter in den in ? 512 Abs. 2 Nr. 1 HGB aufgef?hrten F?llen des nautischen Verschulden oder Feuer an Bord nur f?r eigenes Verschulden haftet und (3) der Spediteur als Frachtf?hrer im Sinne der CMNI unter den in Art. 25 Abs. 2 CMNI genannten Voraussetzungen nicht f?r nautisches Verschulden, Feuer an Bord oder M?ngel des Schiffes haftet. We operate exclusively in accordance with the latest version of the Allgemeinen Deutschen Spediteurbedingungen - ADSp - (German Freight Forwarders' GeneralTerms and Conditions). These limit in clause 23 ADSp the legal liability for damage to goods in case of damage to goods whilst in the care of a forwarder to ? 5/kg, in ac-cordance with Art. 431 of the German Commercial Code (HGB); in case of multimod-al transports including sea transport to 2 SDR/kg. In addition the liability is limited to ? 1 Million per damage respectively to ? 2 Million per event or 2 SDR/kg whichever is the greater. The parties agree subsidiary, that (1) clause 27 ADSp does neither ex-tend the liability nor the responsibility of the forwarder for agents, servants, employ-ees or crewmembers beyond legal regulations as Art. 507 HGB, Art. 25 MC, Art. 36 CIM, Art. 20, 21 CMNI for the benefit of the principal, (2) the freight forwarder as a sea carrier is only liable for fault of his own part in case of risks provided in Art. 512 paragraph 2 no. 1 HGB such as default in navigation of the ship or fire on board and (3) the freight forwarder as a carrier defined in CMNI is relieved of liability in compli-ance with the requirements provided in Art. 25 paragraph 2 CMNI such as default in navigation of the ship, fire on board or defects of vessel. From gordon.messmer at gmail.com Thu Feb 16 19:00:33 2017 From: gordon.messmer at gmail.com (Gordon Messmer) Date: Thu, 16 Feb 2017 16:00:33 -0800 Subject: [rt-users] Onetime CC are giving an internal error Message-ID: <14a548a2-e3e6-9cdd-4bc8-ad83a2a1fe00@gmail.com> > We are running rt-4.4.0 and just noticed that selecting a One-time Cc > gives an internal error in the Scrips and Recipients block. > The error is: > > [9625] [Thu Apr 7 12:37:48 2016] [warning]: Use of uninitialized value in split at /opt/rt4/share/html/Helpers/PreviewScrips line 81. (/opt/rt4/share/html/Helpers/PreviewScrips:81) > [9625] [Thu Apr 7 12:37:48 2016] [error]: Operation "eq": no method found, > left argument has no overloaded magic, > right argument in overloaded package Email::Address at /opt/rt4/share/html/Helpers/PreviewScrips line 115. http://lists.bestpractical.com/pipermail/rt-users/2016-April/087217.html I've been seeing this error since the release of 4.4. It was mentioned here on the list, and at the time I thought a fix would surely make its way down the pipeline. Sadly, I haven't seen one, so I found the error and fixed it the other day. If this is causing your users to miss replies to tickets, the issue is fairly simple to fix. The attached patch corrects the problem by quoting a variable that has overloaded operators, so that it's treated like a string. I've also sent this patch to rt-devel. -------------- next part -------------- A non-text attachment was scrubbed... Name: rt4-previewscrips.patch Type: text/x-patch Size: 561 bytes Desc: not available URL: From SJC at qvii.com Fri Feb 17 13:25:17 2017 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Fri, 17 Feb 2017 18:25:17 +0000 Subject: [rt-users] Malformed multipart POST Message-ID: <87F81E27495DC8489147E34A4152E268A4999C3A@MailStore2010.ogp.qvii.com> Server: Ubuntu 14.04LTS running latest patches from Ubuntu, RT 4.4.1 Has anyone seen this happen to them recently? [Fri Feb 17 13:07:09.936850 2017] [perl:error] [pid 7243:tid 2739473216] [client REDACTED:56472] Malformed multipart POST\n, referer: http://helpdesk.ogp.qvii.com/Ticket/Update.html?Action=Respond;id=10009 [Fri Feb 17 13:08:52.455455 2017] [perl:error] [pid 7243:tid 2781436736] [client REDACTED:56502] Malformed multipart POST\n, referer: http://helpdesk.ogp.qvii.com/Ticket/Update.html?Action=Respond;id=10009 I've only been applying "apt-get" updates to the system, but no CPAN updates. From what I've read it's looking like I might need to update my Perl modules. It doesn't seem to be browser specific as I'm seeing it with both Internet Explorer and Firefox. Thanks! Stephen Cena Senior Systems Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general at qvii.com To report email issues: postmaster at qvii.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From andrew at hillsong.com Fri Feb 17 23:45:47 2017 From: andrew at hillsong.com (Andrew Huddleston) Date: Sat, 18 Feb 2017 04:45:47 +0000 Subject: [rt-users] Installion error RT-Extension-QuickCalls Message-ID: Hi trying to install the RT-Extension-QuickCalls plugin, please see the below output error. $ perl Makefile.PL Cannot determine perl version info from lib/RT/Extension/QuickCalls.pm Using RT configuration from /opt/rt4/lib/RT.pm: html => /opt/rt4/local/plugins/RT-Extension-QuickCalls/html lib => /opt/rt4/local/plugins/RT-Extension-QuickCalls/lib **** Error: Your installed version of RT (4.4.1) is too new; this extension only works with versions older than 4.4.0. Has anyone got a "fix" for this? IMPORTANT NOTICE: This email, including any attachments, may contain privileged, confidential, and/or proprietary information, or may be subject to copyright. This email is intended only to be seen and used by the named addressee(s). If you are not the intended recipient of this email, you must not disclose or use the information contained in this email. If you have received this email in error, please notify the sender immediately, and permanently delete the original and any copies. We do not guarantee that this email and any attachments are free from virus or other errors. We will not be responsible for loss or damage resulting (either directly or indirectly) from any such virus or error. The content of and opinions expressed in this email are not necessarily the opinions held by Hillsong Church. If you believe this message is classified as a commercial electronic message in accordance with the Spam Act, you may indicate that you do not wish to receive further commercial electronic messages from us by sending an email to privacy at hillsong.com . Please consider the environmental impact before printing this email. -------------- next part -------------- An HTML attachment was scrubbed... URL: From chris at thewillards.co.uk Sun Feb 19 15:19:51 2017 From: chris at thewillards.co.uk (Chris Willard) Date: Sun, 19 Feb 2017 20:19:51 +0000 Subject: [rt-users] The default queue via RT Message-ID: Hello All, Is it possible to change the email from address (e.g. The default queue via RT)? I found how to change the email text (templates) but not the sender! -- Best regards, Chris From mzagrabe at d.umn.edu Sun Feb 19 17:44:46 2017 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Sun, 19 Feb 2017 16:44:46 -0600 Subject: [rt-users] The default queue via RT In-Reply-To: References: Message-ID: Hi Chris, On Sun, Feb 19, 2017 at 2:19 PM, Chris Willard wrote: > Hello All, > > Is it possible to change the email from address (e.g. The default > queue via RT)? What version of RT are you using? For recent versions: Admin -> Queues -> Select Then select the queue that corresponds to the queue that the ticket is in. Under Basics, edit the Description. -m From anishparameswaran at gmail.com Mon Feb 20 02:10:16 2017 From: anishparameswaran at gmail.com (Anish Parameswaran) Date: Mon, 20 Feb 2017 12:40:16 +0530 Subject: [rt-users] How to allow user to modify his email address in RT Message-ID: Hi, I am using RT4 for ticketing system . How to allow a user to change his own mail ID. For admin user there is a menu * Logged In as root ---> Settings ---> About Me * How to allow user self modification for normal user. ? -- Thanks & Regards, Anish -------------- next part -------------- An HTML attachment was scrubbed... URL: From rauer at bytemine.net Mon Feb 20 03:32:33 2017 From: rauer at bytemine.net (Daniel Rauer) Date: Mon, 20 Feb 2017 09:32:33 +0100 Subject: [rt-users] RT 4.4: Configuring escalations with various rt-crontool options, but none are working In-Reply-To: References: Message-ID: <046aa121-b05c-b325-5e1b-2c8ad0adf121@bytemine.net> Nobody with an idea on how we can make any progress with escalations? Any input would be helpful, like working config snippets, rt-crontool calls that works for someone, ... Bye, Daniel On 02/13/2017 03:04 PM, Daniel Rauer wrote: > Hello everyone. > > Currently we are quite stuck on enabling ticket escalations based on > SLA. The problem is that none of the escalation we tried seems to work: > either the crontool throws errors or does basically nothing. > > What we did so far: > - Upgrade to 4.4.1 and made sure all database migrations pass > - Defined a basic ServiceAgreements section (code found later in this email) > - Used an existing, working queue to enable "SLA Enabled" > - Set the default value for "Final Priority" of this queue to "99" > - Set the default value for "Priority" of this queue to "0" > - Created some test tickets (via web and via email) in this queue. > "Starts" and "Due" are correctly set according to the defined > ServiceAgreements. > > The queue we currently use for our tests is called "Test-Queue", and > there is currently one ticket in it having "Starts" and "Due" set, the > ID is #78735. > > I would appreciate if anyone has ideas on what is wrong with our setup, > or could provide a working configuration! > > > Here are our ServiceAgreements (just for testing so far) and some of the > rt-crontool calls and their returns we tried so far: > > Set( %ServiceAgreements, ( > Default => 'standard', > Levels => { > 'standard' => { > Starts => { RealMinutes => 0 }, > Resolve => { RealMinutes => 10 }, > }, > 'urgent' => { > Starts => { RealMinutes => 0 }, > Resolve => { RealMinutes => 5 }, > }, > }, > )); > > > # bin/rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg > "Test-Queue" -action RT::Action::EscalatePriority --verbose --log info > 78735: > Processing without transaction, some conditions and actions may fail. > Consider using --transaction argument > > > # bin/rt-crontool --search RT::Search::FromSQL --search-arg > "(Status='new' OR Status='open') AND FinalPriority > 0 AND Due > 'Jan 1, > 1970'" --action RT::Action::EscalatePriority --action-arg > "RecordTransaction: 1, UpdateLastUpdated: 1" --verbose --log info > [11753] [Mon Feb 13 13:48:02 2017] [notice]: Passed a unix time less > than 0, forcing to 0: [-3600] (/opt/rt4/bin/../lib/RT/Date.pm:619) > 78735: > Processing without transaction, some conditions and actions may fail. > Consider using --transaction argument > > > # bin/rt-crontool --search RT::Search::FromSQL --search-arg > "(Status='new' OR Status='open' OR Status = 'stalled')" --action > RT::Action::LinearEscalate --action-arg "RecordTransaction: 1" > [11875] [Mon Feb 13 13:53:02 2017] [notice]: Passed a unix time less > than 0, forcing to 0: [-1] (/opt/rt4/bin/../lib/RT/Date.pm:619) > > > # bin/rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg > \"Test-Queue\" -action RT::Action::LinearEscalate > [11893] [Mon Feb 13 13:55:47 2017] [warning]: Use of uninitialized value > $args{"VALUE"} in join or string at /opt/rt4/bin/../lib/RT/Tickets.pm > line 1536. (/opt/rt4/bin/../lib/RT/Tickets.pm:1536) > [11893] [Mon Feb 13 13:55:47 2017] [warning]: Use of uninitialized value > $value in substitution (s///) at /opt/rt4/bin/../lib/RT/Tickets.pm line > 2805. (/opt/rt4/bin/../lib/RT/Tickets.pm:2805) > > (this one is really strange, as this ticket #11893 was resolved 5 years > ago and in another queue, it should not get found by ActiveTicketsInQueue) > > > # bin/rt-crontool --search RT::Search::FromSQL --search-arg 'Status = > "open" or Status = "new"' --action RT::Action::LinearEscalate > --action-arg "UpdateLastUpdated: 0" --verbose --log info > 78735: > Processing without transaction, some conditions and actions may fail. > Consider using --transaction argument > Action prepared... > Action committed. > > > # bin/rt-crontool --search RT::Search::ActiveTicketsInQueue > --search-arg Test-Queue --action RT::Action::EscalatePriority --verbose > 78735: > Processing without transaction, some conditions and actions may fail. > Consider using --transaction argument > > > # bin/rt-crontool --search RT::Search::ActiveTicketsInQueue > --search-arg Test-Queue --condition RT::Condition::Overdue --action > RT::Action::SetPriority --action-arg 99 --verbose > 78735: > Processing without transaction, some conditions and actions may fail. > Consider using --transaction argument > > > > Kind regards, > Daniel Rauer > From ktm at rice.edu Mon Feb 20 09:13:04 2017 From: ktm at rice.edu (Kenneth Marshall) Date: Mon, 20 Feb 2017 08:13:04 -0600 Subject: [rt-users] RT 4.4: Configuring escalations with various rt-crontool options, but none are working In-Reply-To: <046aa121-b05c-b325-5e1b-2c8ad0adf121@bytemine.net> References: <046aa121-b05c-b325-5e1b-2c8ad0adf121@bytemine.net> Message-ID: <20170220141304.GM4234@aart.rice.edu> On Mon, Feb 20, 2017 at 09:32:33AM +0100, Daniel Rauer wrote: > Nobody with an idea on how we can make any progress with escalations? > Any input would be helpful, like working config snippets, rt-crontool > calls that works for someone, ... > > Bye, Daniel Hi Daniel, We are still working on our upgrade to 4.4.x, but we had very poor luck with using escalations in our current version. The priorities did increase, but without any additional resources being allocated, the result was every ticket eventually being at the maximum priority. That means the priority then was useless as a differentiator. The take-away, is that you should only consider automatic priority escalation, if and only if additional resources WILL be allocated. Regards, Ken From fmeehan at vuwall.com Tue Feb 21 14:11:06 2017 From: fmeehan at vuwall.com (=?UTF-8?Q?Fran=C3=A7ois_Meehan?=) Date: Tue, 21 Feb 2017 14:11:06 -0500 Subject: [rt-users] RT 4 on Amazon EC2 Message-ID: Hi, I have restored a production instance of RT to an Amazon EC2 t2.small virtual machine. It has 2 Gig of RAM. I can?t get Apache with Mod_FCGI to work but RT will run ok when using the stand alone server. There are no error message to help. One particularity of EC2 is that is does not have a memory Swap file configured. I wonder if this can cause the issue. Has anyone successful at running RT 4 on EC2? Thanks in advance, -- [image: VuWall] *Fran?ois MEEHAN* IT Administrator Administrateur TI T: +1 514-505-4436 Skype: VuWall-Support -------------- next part -------------- An HTML attachment was scrubbed... URL: From andrew at hillsong.com Tue Feb 21 14:50:23 2017 From: andrew at hillsong.com (Andrew Huddleston) Date: Tue, 21 Feb 2017 19:50:23 +0000 Subject: [rt-users] RT 4 on Amazon EC2 In-Reply-To: References: Message-ID: <49993103-8FB8-4799-9FF2-B22369368FBB@hillsong.com> I had this issue the other day using Amazon Linux AMI. Stand alone server would run, but httpd would spike to 100+% cpu, no error, no logs, no output.. eventually I gave up and used the Centos7 AMI, worked like a dream first time. I now run rt4 in aws. Andrew Huddleston On 22 Feb 2017, at 6:12 am, Fran?ois Meehan > wrote: Hi, I have restored a production instance of RT to an Amazon EC2 t2.small virtual machine. It has 2 Gig of RAM. I can?t get Apache with Mod_FCGI to work but RT will run ok when using the stand alone server. There are no error message to help. One particularity of EC2 is that is does not have a memory Swap file configured. I wonder if this can cause the issue. Has anyone successful at running RT 4 on EC2? Thanks in advance, -- [VuWall] Fran?ois MEEHAN IT Administrator Administrateur TI T: +1 514-505-4436 Skype: VuWall-Support IMPORTANT NOTICE: This email, including any attachments, may contain privileged, confidential, and/or proprietary information, or may be subject to copyright. This email is intended only to be seen and used by the named addressee(s). If you are not the intended recipient of this email, you must not disclose or use the information contained in this email. If you have received this email in error, please notify the sender immediately, and permanently delete the original and any copies. We do not guarantee that this email and any attachments are free from virus or other errors. We will not be responsible for loss or damage resulting (either directly or indirectly) from any such virus or error. The content of and opinions expressed in this email are not necessarily the opinions held by Hillsong Church. If you believe this message is classified as a commercial electronic message in accordance with the Spam Act, you may indicate that you do not wish to receive further commercial electronic messages from us by sending an email to privacy at hillsong.com . Please consider the environmental impact before printing this email. -------------- next part -------------- An HTML attachment was scrubbed... URL: From andrew at etc.gen.nz Tue Feb 21 15:03:10 2017 From: andrew at etc.gen.nz (Andrew Ruthven) Date: Wed, 22 Feb 2017 09:03:10 +1300 Subject: [rt-users] Assets with 'dynamic' titles Message-ID: <1487707390.7107.79.camel@etc.gen.nz> Hey, I'm wanting to use Assets to track, well, our assets. But I'll be tracking hard drives and a few other components as well which don't have a specific name . Is it possible to have the subject dynamically generated using a combination of Custom Fields and even potentially relationships? Ideally I'd have something like: HDD $manufacturer $serial_number Where $manufacturer $serial_number both come from Custom Fields. Cheers, Andrew -- Andrew Ruthven, Wellington, New Zealand andrew at etc.gen.nz?????????????| linux.conf.au 2017, Hobart, AU ? New Zealand's only Cloud:???| ? The Future of Open Source https://catalyst.net.nz/cloud | ? ? http://linux.conf.au From kyle.dippery at uky.edu Tue Feb 21 16:26:52 2017 From: kyle.dippery at uky.edu (Dippery, Kyle) Date: Tue, 21 Feb 2017 21:26:52 +0000 Subject: [rt-users] Assets with 'dynamic' titles In-Reply-To: <1487707390.7107.79.camel@etc.gen.nz> References: <1487707390.7107.79.camel@etc.gen.nz> Message-ID: Probably? If you copy Asset.pm from its home to $RT4/local/lib/RT/Asset_Local.pm, you can modify the Create subroutine (and then probably delete all the routines that you don't override). I'd aim for someplace around lines 222-231 (of the original file): 222 my $catalog = RT::Catalog->new( $self->CurrentUser ); 223 $catalog->Load($args{'Catalog'}); 224 225 $args{'Catalog'} = $catalog->id; 226 227 return (0, $self->loc("Permission Denied")) 228 unless $catalog->CurrentUserHasRight('CreateAsset'); 229 230 return (0, $self->loc('Invalid Name (names may not be all digits)')) 231 unless $self->ValidateName( $args{'Name'} ); If you create a Catalog for "Things that don't have a specific name", you can search for its $catalog->id, then generate the name for assets that are in that catalog. Something like: 227 return (0, $self->loc("Permission Denied")) 228 unless $catalog->CurrentUserHasRight('CreateAsset'); 229 230 # This code snippet is not tested. Please hack at it in a test environment before relying on it. 231 # let's make some assumptions 232 # - "Things that don't have a specific name" is Catalog #2 233 # - Type of Thing ('HDD', for example) is Custom Field #12 234 # - Manufacturer is Custom Field #23 235 # - Serial Number is Custom Field #48 236 if ($catalog->id==2) { 237 $args{'Name'} = $args{'CustomField-12'} . ' ' . $args{'CustomField-23'} . ' '. $args{'CustomField-48'}; 238 } 239 240 return (0, $self->loc('Invalid Name (names may not be all digits)')) 241 unless $self->ValidateName( $args{'Name'} ); (Offhand, I don't know for certain that $catalog->id will be numeric, and not a string. You might need to use a string comparison in the if statement.) Good luck, Kyle -- Kyle Dippery Engineering Computing Services 219 RMB 859-257-1346 ________________________________________ From: rt-users on behalf of Andrew Ruthven Sent: Tuesday, February 21, 2017 3:03 PM To: rt-users Subject: [rt-users] Assets with 'dynamic' titles Hey, I'm wanting to use Assets to track, well, our assets. But I'll be tracking hard drives and a few other components as well which don't have a specific name . Is it possible to have the subject dynamically generated using a combination of Custom Fields and even potentially relationships? Ideally I'd have something like: HDD $manufacturer $serial_number Where $manufacturer $serial_number both come from Custom Fields. Cheers, Andrew -- Andrew Ruthven, Wellington, New Zealand andrew at etc.gen.nz | linux.conf.au 2017, Hobart, AU New Zealand's only Cloud: | The Future of Open Source https://catalyst.net.nz/cloud | http://linux.conf.au From petern at paradigmcc.com Wed Feb 22 07:06:39 2017 From: petern at paradigmcc.com (Peter Nikolaidis) Date: Wed, 22 Feb 2017 12:06:39 +0000 (UTC) Subject: [rt-users] RT 4 on Amazon EC2 In-Reply-To: References: Message-ID: <5701332C24891377.6D7A8017-BE68-4D7D-9AB2-7C6EA06F1BD7@mail.outlook.com> Hi Fran?ois, I just recently moved back to RT after three years of coping with ConnectWise and Autotask. I am presently running RT/Apache on a t2 nano and Postgres on another t2 nano instance. I have not noticed the behavior you reported, but have noticed that, sometime in the last week or so, apache2ctl restart no longer works, but /etc/init.d/apache2ctl restart does. I haven't had time to investigate this yet.? Best, Peter? -- Peter Nikolaidis, CISSP, GCFE, GCIH, GPPA, GSNA http://ParadigmCC.com Ph: 617.517.2940 _____________________________ From: Fran?ois Meehan Sent: Tuesday, February 21, 2017 2:11 PM Subject: [rt-users] RT 4 on Amazon EC2 To: Hi,? I have restored a production instance of RT to an Amazon EC2 t2.small virtual machine. It has 2 Gig of RAM.? I can?t get Apache with Mod_FCGI to work but RT will run ok when using the stand alone server.? There are no error message to help.? One particularity of EC2 is that is does not have a memory Swap file configured. I wonder if this can cause the issue.? Has anyone successful at running RT 4 on EC2? Thanks in advance,? -- Fran?ois MEEHAN IT Administrator Administrateur TI T: +1 514-505-4436 Skype: VuWall-Support -------------- next part -------------- An HTML attachment was scrubbed... URL: From petern at paradigmcc.com Wed Feb 22 07:09:36 2017 From: petern at paradigmcc.com (Peter Nikolaidis) Date: Wed, 22 Feb 2017 12:09:36 +0000 (UTC) Subject: [rt-users] RT 4 on Amazon EC2 In-Reply-To: References: Message-ID: <5701332C24891377.A5C13DAC-3C57-4317-AEEC-46ADDBF9B1DA@mail.outlook.com> Sorry- too quick with the send button. I did have to add a separate swap partition because my instance was indeed running out of memory. I also was not able to quickly get fcgi working, so I just moved on with standard Apache2. I am using the Amazon Ubuntu AMI. Peter -- Peter Nikolaidis, CISSP, GCFE, GCIH, GPPA, GSNA http://ParadigmCC.com Ph: 617.517.2940 On Tue, Feb 21, 2017 at 2:11 PM -0500, "Fran?ois Meehan" wrote: Hi,? I have restored a production instance of RT to an Amazon EC2 t2.small virtual machine. It has 2 Gig of RAM.? I can?t get Apache with Mod_FCGI to work but RT will run ok when using the stand alone server.? There are no error message to help.? One particularity of EC2 is that is does not have a memory Swap file configured. I wonder if this can cause the issue.? Has anyone successful at running RT 4 on EC2? Thanks in advance,? -- Fran?ois MEEHAN IT Administrator Administrateur TI T: +1 514-505-4436 Skype: VuWall-Support -------------- next part -------------- An HTML attachment was scrubbed... URL: From lstewart at internap.com Wed Feb 22 12:18:11 2017 From: lstewart at internap.com (Landon Stewart) Date: Wed, 22 Feb 2017 17:18:11 +0000 Subject: [rt-users] RT 4 on Amazon EC2 In-Reply-To: <5701332C24891377.A5C13DAC-3C57-4317-AEEC-46ADDBF9B1DA@mail.outlook.com> References: <5701332C24891377.A5C13DAC-3C57-4317-AEEC-46ADDBF9B1DA@mail.outlook.com> Message-ID: On Feb 22, 2017, at 4:09 AM, Peter Nikolaidis > wrote: Sorry- too quick with the send button. I did have to add a separate swap partition because my instance was indeed running out of memory. I also was not able to quickly get fcgi working, so I just moved on with standard Apache2. I am using the Amazon Ubuntu AMI. Is there any interesting output from the command 'dmesg'? Interesting messages might include 'signal 13' or other things related to memory issues. Also what multi-processing module are you using? Check the output of 'httpd -V' for the 'Server MPM' line. It should be prefork and you should tune the configuration of that to use less resources if not already done. -- Landon Stewart Lead Analyst - Abuse and Security Management INTERNAP ? ? lstewart at internap.com ? www.internap.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From rblayzor.bulk at inoc.net Thu Feb 23 08:13:28 2017 From: rblayzor.bulk at inoc.net (Robert Blayzor) Date: Thu, 23 Feb 2017 08:13:28 -0500 Subject: [rt-users] RT 4.4.1 - Change owner on corrospond Scrip - Strange issue Message-ID: <8DB38707-7700-46DC-AB4E-37D98599D4E4@inoc.net> Running RT 4.4.1 - running fine for years and probably never noticed this before. We have a Scrip that runs that probably carried over from the pre-RT4 days. Pretty common function is to change the Owner of the ticket from ?Nobody? to the first person to correspond if they are a privileged user in RT. The Scrip is below and it does work. (kind of). What works: When user is first to correspond, Scrip executes and in Ticket view the Owner is set as expected. What doesn?t work: If we go into the queue and list all the open tickets, the owner will be listed as ?nobody? in this view, but if you open the ticket, there is an owner. If you change the owner to someone else and change it back, then it seems to fix this issue. Is this just a display bug or are we not using the proper method to change the owner of the Ticket? Here is the Scrip we?ve been using: # Condition: On correspond # Action: User Defined # Template: blank my $Actor = $self->TransactionObj->Creator; my $Queue = $self->TicketObj->QueueObj; # if actor is RT_SystemUser then get out of here return 1 if $Actor == $RT::SystemUser->id; # get out unless ticket owner is nobody return 1 unless $self->TicketObj->Owner == $RT::Nobody->id; # get out unless $Actor is not part of AdminCc watchers return 1 unless $Queue->IsWatcher(Type => 'AdminCc', PrincipalId => $Actor); # do the actual 'status update' my ($status, $msg) = $self->TicketObj->_Set(Field => 'Owner', Value => $Actor, RecordTransaction => 0); unless( $status ) { $RT::Logger->warning( "Can't set ticket owner to $Actor: $msg" ); return undef; } return 1; From ahall at autodist.com Thu Feb 23 08:51:29 2017 From: ahall at autodist.com (Alex Hall) Date: Thu, 23 Feb 2017 08:51:29 -0500 Subject: [rt-users] RT 4.4.1 - Change owner on corrospond Scrip - Strange issue In-Reply-To: <8DB38707-7700-46DC-AB4E-37D98599D4E4@inoc.net> References: <8DB38707-7700-46DC-AB4E-37D98599D4E4@inoc.net> Message-ID: I'm going to send the email I normally hate to receive. If you ever figure this out, please share it with the list! I have a script to assign the ticket creator as the owner on creation, which works perfectly. Like you, though, the owner fails to display properly in ticket lists but works if you open a ticket. This has annoyed all our staff for months, but when I asked about on this list, we couldn't work out what the problem was. Sorry you're running into this, but at the same time, I'm glad to know it's not just me. :) > On Feb 23, 2017, at 08:13, Robert Blayzor wrote: > > Running RT 4.4.1 - running fine for years and probably never noticed this before. We have a Scrip that runs that probably carried over from the pre-RT4 days. > > > Pretty common function is to change the Owner of the ticket from ?Nobody? to the first person to correspond if they are a privileged user in RT. The Scrip is below and it does work. (kind of). > > > What works: When user is first to correspond, Scrip executes and in Ticket view the Owner is set as expected. > > > What doesn?t work: If we go into the queue and list all the open tickets, the owner will be listed as ?nobody? in this view, but if you open the ticket, there is an owner. If you change the owner to someone else and change it back, then it seems to fix this issue. > > > Is this just a display bug or are we not using the proper method to change the owner of the Ticket? > > > > Here is the Scrip we?ve been using: > > # Condition: On correspond > # Action: User Defined > # Template: blank > > my $Actor = $self->TransactionObj->Creator; > my $Queue = $self->TicketObj->QueueObj; > > # if actor is RT_SystemUser then get out of here > return 1 if $Actor == $RT::SystemUser->id; > > # get out unless ticket owner is nobody > return 1 unless $self->TicketObj->Owner == $RT::Nobody->id; > > # get out unless $Actor is not part of AdminCc watchers > return 1 unless $Queue->IsWatcher(Type => 'AdminCc', PrincipalId => $Actor); > > # do the actual 'status update' > my ($status, $msg) = $self->TicketObj->_Set(Field => 'Owner', Value => $Actor, RecordTransaction => 0); > unless( $status ) { > $RT::Logger->warning( "Can't set ticket owner to $Actor: $msg" ); > return undef; > } > return 1; > > > > > > > > > > From ktm at rice.edu Thu Feb 23 09:19:20 2017 From: ktm at rice.edu (Kenneth Marshall) Date: Thu, 23 Feb 2017 08:19:20 -0600 Subject: [rt-users] RT 4.4.1 - Change owner on corrospond Scrip - Strange issue In-Reply-To: References: <8DB38707-7700-46DC-AB4E-37D98599D4E4@inoc.net> Message-ID: <20170223141920.GI4234@aart.rice.edu> On Thu, Feb 23, 2017 at 08:51:29AM -0500, Alex Hall wrote: > I'm going to send the email I normally hate to receive. If you ever figure this out, please share it with the list! > > I have a script to assign the ticket creator as the owner on creation, which works perfectly. Like you, though, the owner fails to display properly in ticket lists but works if you open a ticket. This has annoyed all our staff for months, but when I asked about on this list, we couldn't work out what the problem was. > > Sorry you're running into this, but at the same time, I'm glad to know it's not just me. :) > > On Feb 23, 2017, at 08:13, Robert Blayzor wrote: > > > > Running RT 4.4.1 - running fine for years and probably never noticed this before. We have a Scrip that runs that probably carried over from the pre-RT4 days. > > > > > > Pretty common function is to change the Owner of the ticket from ?Nobody? to the first person to correspond if they are a privileged user in RT. The Scrip is below and it does work. (kind of). > > > > > > What works: When user is first to correspond, Scrip executes and in Ticket view the Owner is set as expected. > > > > > > What doesn?t work: If we go into the queue and list all the open tickets, the owner will be listed as ?nobody? in this view, but if you open the ticket, there is an owner. If you change the owner to someone else and change it back, then it seems to fix this issue. > > > > > > Is this just a display bug or are we not using the proper method to change the owner of the Ticket? > > > > > > > > Here is the Scrip we?ve been using: > > > > # Condition: On correspond > > # Action: User Defined > > # Template: blank > > > > my $Actor = $self->TransactionObj->Creator; > > my $Queue = $self->TicketObj->QueueObj; > > > > # if actor is RT_SystemUser then get out of here > > return 1 if $Actor == $RT::SystemUser->id; > > > > # get out unless ticket owner is nobody > > return 1 unless $self->TicketObj->Owner == $RT::Nobody->id; > > > > # get out unless $Actor is not part of AdminCc watchers > > return 1 unless $Queue->IsWatcher(Type => 'AdminCc', PrincipalId => $Actor); > > > > # do the actual 'status update' > > my ($status, $msg) = $self->TicketObj->_Set(Field => 'Owner', Value => $Actor, RecordTransaction => 0); > > unless( $status ) { > > $RT::Logger->warning( "Can't set ticket owner to $Actor: $msg" ); > > return undef; > > } > > return 1; > > Hi Alex and Robert, What happens if you set RecordTransaction to 1/true? I have not checked the code, but I would imagine that if you do not record the transaction, the cache infrastructure would not invalidate the old entry and would continue to serve stale data. Something to try perhaps. Regards, Ken From ahall at autodist.com Thu Feb 23 09:23:13 2017 From: ahall at autodist.com (Alex Hall) Date: Thu, 23 Feb 2017 09:23:13 -0500 Subject: [rt-users] RT 4.4.1 - Change owner on corrospond Scrip - Strange issue In-Reply-To: <20170223141920.GI4234@aart.rice.edu> References: <8DB38707-7700-46DC-AB4E-37D98599D4E4@inoc.net> <20170223141920.GI4234@aart.rice.edu> Message-ID: <05507177-AA71-4469-88C3-F1CC9FED993C@autodist.com> > On Feb 23, 2017, at 09:19, Kenneth Marshall wrote: > Hi Alex and Robert, > > What happens if you set RecordTransaction to 1/true? I have not checked the code, > but I would imagine that if you do not record the transaction, the cache infrastructure > would not invalidate the old entry and would continue to serve stale data. Something > to try perhaps. I've tried both, and neither made a difference as far as I remember. > On Feb 23, 2017, at 09:19, Kenneth Marshall wrote: > > On Thu, Feb 23, 2017 at 08:51:29AM -0500, Alex Hall wrote: >> I'm going to send the email I normally hate to receive. If you ever figure this out, please share it with the list! >> >> I have a script to assign the ticket creator as the owner on creation, which works perfectly. Like you, though, the owner fails to display properly in ticket lists but works if you open a ticket. This has annoyed all our staff for months, but when I asked about on this list, we couldn't work out what the problem was. >> >> Sorry you're running into this, but at the same time, I'm glad to know it's not just me. :) >>> On Feb 23, 2017, at 08:13, Robert Blayzor wrote: >>> >>> Running RT 4.4.1 - running fine for years and probably never noticed this before. We have a Scrip that runs that probably carried over from the pre-RT4 days. >>> >>> >>> Pretty common function is to change the Owner of the ticket from ?Nobody? to the first person to correspond if they are a privileged user in RT. The Scrip is below and it does work. (kind of). >>> >>> >>> What works: When user is first to correspond, Scrip executes and in Ticket view the Owner is set as expected. >>> >>> >>> What doesn?t work: If we go into the queue and list all the open tickets, the owner will be listed as ?nobody? in this view, but if you open the ticket, there is an owner. If you change the owner to someone else and change it back, then it seems to fix this issue. >>> >>> >>> Is this just a display bug or are we not using the proper method to change the owner of the Ticket? >>> >>> >>> >>> Here is the Scrip we?ve been using: >>> >>> # Condition: On correspond >>> # Action: User Defined >>> # Template: blank >>> >>> my $Actor = $self->TransactionObj->Creator; >>> my $Queue = $self->TicketObj->QueueObj; >>> >>> # if actor is RT_SystemUser then get out of here >>> return 1 if $Actor == $RT::SystemUser->id; >>> >>> # get out unless ticket owner is nobody >>> return 1 unless $self->TicketObj->Owner == $RT::Nobody->id; >>> >>> # get out unless $Actor is not part of AdminCc watchers >>> return 1 unless $Queue->IsWatcher(Type => 'AdminCc', PrincipalId => $Actor); >>> >>> # do the actual 'status update' >>> my ($status, $msg) = $self->TicketObj->_Set(Field => 'Owner', Value => $Actor, RecordTransaction => 0); >>> unless( $status ) { >>> $RT::Logger->warning( "Can't set ticket owner to $Actor: $msg" ); >>> return undef; >>> } >>> return 1; >>> > > > Hi Alex and Robert, > > What happens if you set RecordTransaction to 1/true? I have not checked the code, > but I would imagine that if you do not record the transaction, the cache infrastructure > would not invalidate the old entry and would continue to serve stale data. Something > to try perhaps. > > Regards, > Ken From rblayzor.bulk at inoc.net Thu Feb 23 10:12:19 2017 From: rblayzor.bulk at inoc.net (Robert Blayzor) Date: Thu, 23 Feb 2017 10:12:19 -0500 Subject: [rt-users] RT 4.4.1 - Change owner on corrospond Scrip - Strange issue In-Reply-To: <20170223141920.GI4234@aart.rice.edu> References: <8DB38707-7700-46DC-AB4E-37D98599D4E4@inoc.net> <20170223141920.GI4234@aart.rice.edu> Message-ID: <5B5AD23F-01A4-40B6-8F41-29B36926E1FA@inoc.net> I did try that, and it literally did nothing. (other than recorded the change in the ticket and created empty emails to requestors) This has been very easy to re-produce and there must be some different way the Owner is pulled in the Queue view vs. actual ticket view. It is annoying as we have people pulling the queue list of tickets looking for unowned tickets which do not appear on the dashboard, but they do in queue view. Even if I do a custom query for unowned tickets, they do not show up; yet in queue view it still shows them unowned. -- inoc.net!rblayzor XMPP: rblayzor.AT.inoc.net PGP Key: 78BEDCE1 @ pgp.mit.edu > On Feb 23, 2017, at 9:19 AM, Kenneth Marshall wrote: > > Hi Alex and Robert, > > What happens if you set RecordTransaction to 1/true? I have not checked the code, > but I would imagine that if you do not record the transaction, the cache infrastructure > would not invalidate the old entry and would continue to serve stale data. Something > to try perhaps. From ktm at rice.edu Thu Feb 23 10:38:39 2017 From: ktm at rice.edu (Kenneth Marshall) Date: Thu, 23 Feb 2017 09:38:39 -0600 Subject: [rt-users] RT 4.4.1 - Change owner on corrospond Scrip - Strange issue In-Reply-To: <5B5AD23F-01A4-40B6-8F41-29B36926E1FA@inoc.net> References: <8DB38707-7700-46DC-AB4E-37D98599D4E4@inoc.net> <20170223141920.GI4234@aart.rice.edu> <5B5AD23F-01A4-40B6-8F41-29B36926E1FA@inoc.net> Message-ID: <20170223153839.GK4234@aart.rice.edu> On Thu, Feb 23, 2017 at 10:12:19AM -0500, Robert Blayzor wrote: > I did try that, and it literally did nothing. (other than recorded the change in the ticket and created empty emails to requestors) > > This has been very easy to re-produce and there must be some different way the Owner is pulled in the Queue view vs. actual ticket view. It is annoying as we have people pulling the queue list of tickets looking for unowned tickets which do not appear on the dashboard, but they do in queue view. > > > Even if I do a custom query for unowned tickets, they do not show up; yet in queue view it still shows them unowned. > Hi, We are still working on our 4.4.1 upgrade so I do not yet have a place to reproduce your problem. Enabling SQL and RT debugging would be the next option. Regards, Ken From shawn at bestpractical.com Thu Feb 23 12:06:48 2017 From: shawn at bestpractical.com (Shawn M Moore) Date: Thu, 23 Feb 2017 12:06:48 -0500 Subject: [rt-users] RT 4.4.1 - Change owner on corrospond Scrip - Strange issue In-Reply-To: <8DB38707-7700-46DC-AB4E-37D98599D4E4@inoc.net> References: <8DB38707-7700-46DC-AB4E-37D98599D4E4@inoc.net> Message-ID: Hey Robert, Alex, > Is this just a display bug or are we not using the proper method to change the owner of the Ticket? You're not using the proper method. > # do the actual 'status update' > my ($status, $msg) = $self->TicketObj->_Set(Field => 'Owner', Value => $Actor, RecordTransaction => 0); Should instead be: my ($status, $msg) = $self->TicketObj->SetOwner($Actor); > What works: When user is first to correspond, Scrip executes and in Ticket view the Owner is set as expected. > > > What doesn?t work: If we go into the queue and list all the open tickets, the owner will be listed as ?nobody? in this view, but if you open the ticket, there is an owner. If you change the owner to someone else and change it back, then it seems to fix this issue. The reason you need to use SetOwner is that the owner of a ticket is represented in two different database tables. The first is in the GroupMembers table, alongside Requestors, Ccs, and AdminCcs, and custom roles. This is what provides features like permissions. It's also what's used when you display the "Owner" column in search results. Tickets _also_ store their owner denormalized in the tickets table. This is used in, among other places, displaying the owner on ticket display, and in email notifications. ->Set(Field => 'Owner') only updates the latter. ->SetOwner updates both. This explains the inconsistencies you're seeing. Please try switching your scrip to ->SetOwner and seeing if it helps for tickets going forward. For existing tickets with this problem, you'll need to address the consistency issue. It turns out that, for different reasons entirely ( https://issues.bestpractical.com/Ticket/Display.html?id=32381 ), RT 4.4.2 adds an upgrade step and an rt-validator rule that detects and fixes such inconsistencies. You can find them here: https://github.com/bestpractical/rt/commit/58bacce6ada754657c7f56fd91f20c573108c1ab https://github.com/bestpractical/rt/commit/20d8daf6855e3c53ee8a79d68271941d4cdca159 Best, Shawn -------------- next part -------------- An HTML attachment was scrubbed... URL: From ahall at autodist.com Thu Feb 23 13:10:53 2017 From: ahall at autodist.com (Alex Hall) Date: Thu, 23 Feb 2017 13:10:53 -0500 Subject: [rt-users] RT 4.4.1 - Change owner on corrospond Scrip - Strange issue In-Reply-To: References: <8DB38707-7700-46DC-AB4E-37D98599D4E4@inoc.net> Message-ID: Thank you! This seems to be doing the right thing, while still not notifying the user of the change. It's exactly what I was hoping for. It felt great to close the ticket my boss made on this issue back in November! On Thu, Feb 23, 2017 at 12:06 PM, Shawn M Moore wrote: > Hey Robert, Alex, > > Is this just a display bug or are we not using the proper method to change > the owner of the Ticket? > > > You're not using the proper method. > > # do the actual 'status update' > my ($status, $msg) = $self->TicketObj->_Set(Field => 'Owner', Value => > $Actor, RecordTransaction => 0); > > > Should instead be: > > my ($status, $msg) = $self->TicketObj->SetOwner($Actor); > > What works: When user is first to correspond, Scrip executes and in Ticket > view the Owner is set as expected. > > > What doesn?t work: If we go into the queue and list all the open tickets, > the owner will be listed as ?nobody? in this view, but if you open the > ticket, there is an owner. If you change the owner to someone else and > change it back, then it seems to fix this issue. > > > The reason you need to use SetOwner is that the owner of a ticket is > represented in two different database tables. The first is in the > GroupMembers table, alongside Requestors, Ccs, and AdminCcs, and custom > roles. This is what provides features like permissions. It's also what's > used when you display the "Owner" column in search results. Tickets _also_ > store their owner denormalized in the tickets table. This is used in, among > other places, displaying the owner on ticket display, and in email > notifications. > > ->Set(Field => 'Owner') only updates the latter. ->SetOwner updates both. > > This explains the inconsistencies you're seeing. Please try switching your > scrip to ->SetOwner and seeing if it helps for tickets going forward. For > existing tickets with this problem, you'll need to address the consistency > issue. > > It turns out that, for different reasons entirely ( > https://issues.bestpractical.com/Ticket/Display.html?id=32381 ), RT 4.4.2 > adds an upgrade step and an rt-validator rule that detects and fixes such > inconsistencies. You can find them here: > > https://github.com/bestpractical/rt/commit/58bacce6ada754657c7f56fd91f20c > 573108c1ab > https://github.com/bestpractical/rt/commit/20d8daf6855e3c53ee8a79d6827194 > 1d4cdca159 > > Best, > Shawn > -- Alex Hall Automatic Distributors, IT department ahall at autodist.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From rblayzor.bulk at inoc.net Thu Feb 23 14:16:20 2017 From: rblayzor.bulk at inoc.net (Robert Blayzor) Date: Thu, 23 Feb 2017 14:16:20 -0500 Subject: [rt-users] RT 4.4.1 - Change owner on corrospond Scrip - Strange issue In-Reply-To: References: <8DB38707-7700-46DC-AB4E-37D98599D4E4@inoc.net> Message-ID: On Feb 23, 2017, at 12:06 PM, Shawn M Moore wrote: > >> # do the actual 'status update' >> my ($status, $msg) = $self->TicketObj->_Set(Field => 'Owner', Value => $Actor, RecordTransaction => 0); > > Should instead be: > > my ($status, $msg) = $self->TicketObj->SetOwner($Actor); > That most certainly works and fixes the problem, but with one side affect was hoping to a avoid. When the owner is changed it sends out a notification email to the new owner. Obviously by design and handy in most cases. In this case however, the person corresponding first pretty much knows they will be set owner by replying first. I think the notification email back is just generating noise at this point. If there is an easy option in the method to address this, fine, if not we?ll deal with it. -- inoc.net!rblayzor XMPP: rblayzor.AT.inoc.net PGP Key: 78BEDCE1 @ pgp.mit.edu From chris at thewillards.co.uk Fri Feb 24 12:27:41 2017 From: chris at thewillards.co.uk (Chris Willard) Date: Fri, 24 Feb 2017 17:27:41 +0000 Subject: [rt-users] Action mene history blank Message-ID: Hello Rt-users, When I reply using the action menu the history is empty! Is this a bug and is there a fix? -- Best regards, Chris From petern at paradigmcc.com Fri Feb 24 15:10:03 2017 From: petern at paradigmcc.com (Peter Nikolaidis) Date: Fri, 24 Feb 2017 15:10:03 -0500 Subject: [rt-users] rt could not create user from command line Message-ID: Greetings, I have a number of users to create. Large enough that I don't want to do it by hand. I figured I'd just script the rt command line tool to run against a CSV file, but when I try even a single user from the command line, I get the following output $ rt create -t user set Name="Joe Blow" EmailAddress=joe.blow at example.com \ Organization="Example Organization Password="asdhjrewkj" Comments=" " rt: # Could not create user. # Could not create user. Any idea what I'm doing wrong? Thanks, Peter -- Peter Nikolaidis CISSP , GCFE , GCIH , GPPA , GSNA Paradigm Consulting Co. MA:617.517.2940 * NH:603.676.7119 * VT:802.234.6368 http://pa.radigm.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From fmeehan at vuwall.com Fri Feb 24 15:25:41 2017 From: fmeehan at vuwall.com (=?UTF-8?Q?Fran=C3=A7ois_Meehan?=) Date: Fri, 24 Feb 2017 15:25:41 -0500 Subject: [rt-users] RT 4 on Amazon EC2 In-Reply-To: References: Message-ID: I found a work around, instead of Apache I use NGINX and that works. Little did I know that sending mail from an EC2 instance is problematic to say the least. Thanks all for your help. On Tue, Feb 21, 2017 at 2:11 PM, Fran?ois Meehan wrote: > Hi, > > I have restored a production instance of RT to an Amazon EC2 t2.small > virtual machine. It has 2 Gig of RAM. > > I can?t get Apache with Mod_FCGI to work but RT will run ok when using the > stand alone server. > > > There are no error message to help. > > One particularity of EC2 is that is does not have a memory Swap file > configured. I wonder if this can cause the issue. > > Has anyone successful at running RT 4 on EC2? > > Thanks in advance, > > -- > > [image: VuWall] *Fran?ois MEEHAN* > IT Administrator > Administrateur TI T: +1 514-505-4436 <(514)%20505-4436> > Skype: VuWall-Support > -- [image: VuWall] *Fran?ois MEEHAN* IT Administrator Administrateur TI T: +1 514-505-4436 Skype: VuWall-Support -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Fri Feb 24 18:53:22 2017 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Fri, 24 Feb 2017 17:53:22 -0600 Subject: [rt-users] Action mene history blank In-Reply-To: References: Message-ID: Hi Chris, On Fri, Feb 24, 2017 at 11:27 AM, Chris Willard wrote: > Hello Rt-users, > > When I reply using the action menu the history is empty! Is this a bug > and is there a fix? So we are on the same page: reply = correspondence (this is part of RT, there is a dual name for a "public" reply vs a private one (comment)). To answer your question: Nope. Not a bug. A "reply" (from the Actions menu) is a new message for the ticket history. You can reply to any transaction (correspondence or comment) in the ticket display and get that txn's contents quoted in your reply - so it looks like a reply to an email. If you only ever reply via the ticket history of txns, then your replies will always have the history quoted in the contents. -m From chris at thewillards.co.uk Sat Feb 25 04:49:21 2017 From: chris at thewillards.co.uk (Chris Willard) Date: Sat, 25 Feb 2017 09:49:21 +0000 Subject: [rt-users] Action mene history blank In-Reply-To: References: Message-ID: Hello Matt, Friday, February 24, 2017, 11:53:22 PM, you wrote: > To answer your question: Nope. Not a bug. A "reply" (from the Actions > menu) is a new message for the ticket history. You can reply to any > transaction (correspondence or comment) in the ticket display and get > that txn's contents quoted in your reply - so it looks like a reply to > an email. If you only ever reply via the ticket history of txns, then > your replies will always have the history quoted in the contents. Thanks for this. -- Best regards, Chris mailto:chris at thewillards.co.uk From petern at paradigmcc.com Sun Feb 26 20:59:22 2017 From: petern at paradigmcc.com (Peter Nikolaidis) Date: Mon, 27 Feb 2017 01:59:22 +0000 (UTC) Subject: [rt-users] Use lifecycle to set status and invoke Dates page? Message-ID: <5701332C24891377.CD62E9D3-DE80-4AA4-BFA8-ECD7EE122153@mail.outlook.com> Hi,? I'd like to have a lifecycle action called "schedule," which would set the ticket's status to "scheduled" and take the user to the ticket's Dates page so they could set a due date. It's this possible?? Thanks, Peter -- Peter Nikolaidis, CISSP, GCFE, GCIH, GPPA, GSNA http://ParadigmCC.com Ph: 617.517.2940 -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Mon Feb 27 09:22:13 2017 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Mon, 27 Feb 2017 08:22:13 -0600 Subject: [rt-users] Use lifecycle to set status and invoke Dates page? In-Reply-To: <5701332C24891377.CD62E9D3-DE80-4AA4-BFA8-ECD7EE122153@mail.outlook.com> References: <5701332C24891377.CD62E9D3-DE80-4AA4-BFA8-ECD7EE122153@mail.outlook.com> Message-ID: Hi Peter, On Sun, Feb 26, 2017 at 7:59 PM, Peter Nikolaidis wrote: > Hi, > > I'd like to have a lifecycle action called "schedule," which would set the > ticket's status to "scheduled" and take the user to the ticket's Dates page > so they could set a due date. It's this possible? Just for clarity, the action isn't necessarily lifecycle related - it certainly could be, though. Statuses are a component of lifecyles, though. You can tweak the Actions menu to your desires. We do all sorts of modifications. There are Menu callbacks to inject your local tweaks into the Actions menu. -m From petern at paradigmcc.com Mon Feb 27 10:48:18 2017 From: petern at paradigmcc.com (Peter Nikolaidis) Date: Mon, 27 Feb 2017 10:48:18 -0500 Subject: [rt-users] Regex in scrip won't match multi-line strings Message-ID: Hi all, I'm trying to automatically resolve tickets that don't require any action. In this example, I receive a backup notification. I know it's a backup script result email based on the subject, and I know the backup was successful (and therefore I can auto-resolve the ticket) if another regex matches the body. When I match against the subject line alone, it works. However, when I try to match against the mutli-line body, it never matches (even though when I run the regex against the string in a test, it matches as expected). Are multi-line matches not an option, or do I need to test in another way? This is an extract of the test I am running: (($self->TicketObj->Subject =~ /Cron \ \/usr\/bin\/s3cmd sync \/var\/spool\/blah\/ s3\:\/\/somes3buckethere\//) && ($self->TicketObj->Body =~ /Done\. Uploaded \d* bytes in \d\.\d seconds/)) Thank you, Peter -- Peter Nikolaidis CISSP , GCFE , GCIH , GPPA , GSNA Paradigm Consulting Co. MA:617.517.2940 <(617)%20517-2940> * NH:603.676.7119 <(603)%20676-7119> * VT:802.234.6368 <(802)%20234-6368> http://pa.radigm.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From petern at paradigmcc.com Mon Feb 27 10:56:09 2017 From: petern at paradigmcc.com (Peter Nikolaidis) Date: Mon, 27 Feb 2017 10:56:09 -0500 Subject: [rt-users] Use lifecycle to set status and invoke Dates page? In-Reply-To: References: <5701332C24891377.CD62E9D3-DE80-4AA4-BFA8-ECD7EE122153@mail.outlook.com> Message-ID: Hi Matt, Thanks for the reply. What woudl be the callback/action to take someone to the Dates page for a ticket? Thanks again, Peter On Mon, Feb 27, 2017 at 9:22 AM, Matt Zagrabelny wrote: > Hi Peter, > > On Sun, Feb 26, 2017 at 7:59 PM, Peter Nikolaidis > wrote: > > Hi, > > > > I'd like to have a lifecycle action called "schedule," which would set > the > > ticket's status to "scheduled" and take the user to the ticket's Dates > page > > so they could set a due date. It's this possible? > > Just for clarity, the action isn't necessarily lifecycle related - it > certainly could be, though. Statuses are a component of lifecyles, > though. > > You can tweak the Actions menu to your desires. We do all sorts of > modifications. There are Menu callbacks to inject your local tweaks > into the Actions menu. > > -m > -- Peter Nikolaidis CISSP , GCFE , GCIH , GPPA , GSNA Paradigm Consulting Co. MA:617.517.2940 * NH:603.676.7119 * VT:802.234.6368 http://pa.radigm.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Mon Feb 27 10:57:52 2017 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Mon, 27 Feb 2017 09:57:52 -0600 Subject: [rt-users] Regex in scrip won't match multi-line strings In-Reply-To: References: Message-ID: On Mon, Feb 27, 2017 at 9:48 AM, Peter Nikolaidis wrote: > Hi all, > > I'm trying to automatically resolve tickets that don't require any action. > In this example, I receive a backup notification. I know it's a backup > script result email based on the subject, and I know the backup was > successful (and therefore I can auto-resolve the ticket) if another regex > matches the body. When I match against the subject line alone, it works. > However, when I try to match against the mutli-line body, it never matches > (even though when I run the regex against the string in a test, it matches > as expected). > > Are multi-line matches not an option, or do I need to test in another way? From: http://perldoc.perl.org/perlre.html """ Modifier m Treat the string as multiple lines. That is, change "^" and "$" from matching the start of the string's first line and the end of its last line to matching the start and end of each line within the string. """ I almost always use /xms for my REs. This allows for significant readability - at the cost of significant number of lines. Check out Damian Conway's "Perl Best Practices" Regular Expression chapter. -m From mzagrabe at d.umn.edu Mon Feb 27 11:07:39 2017 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Mon, 27 Feb 2017 10:07:39 -0600 Subject: [rt-users] Use lifecycle to set status and invoke Dates page? In-Reply-To: References: <5701332C24891377.CD62E9D3-DE80-4AA4-BFA8-ECD7EE122153@mail.outlook.com> Message-ID: On Mon, Feb 27, 2017 at 9:56 AM, Peter Nikolaidis wrote: > Hi Matt, > > Thanks for the reply. What woudl be the callback/action to take someone to > the Dates page for a ticket? Have you used callbacks before? I ask because, while extremely useful, they also have a learning curve. It helps to know where you are on the curve. And the official docs... https://docs.bestpractical.com/rt/4.4.1/writing_extensions.html#Callbacks https://docs.bestpractical.com/rt/4.4.1/writing_extensions.html#Adding-and-Modifying-Menus -m From tackittj at reed.edu Mon Feb 27 13:13:17 2017 From: tackittj at reed.edu (Josh Tackitt) Date: Mon, 27 Feb 2017 10:13:17 -0800 Subject: [rt-users] Resolved Reminders don't show in ticket history. Bug? Message-ID: Maybe this is a bug or maybe I just don't understand the intended behavior. When someone creates a Reminder with me and the Owner I get an email notifying me that a 'ticket was created'. Great, everything is working properly. The email I receive has a helpful link to the Ticket. This is the 'Reminder Ticket', and not the ticket where the Reminder was created. I guess you may call this the Parent, though though the relationship is not shown in Links. Everything is still great. If I click that link and Resolve or Quick Resolve the Reminder Ticket, the Parent Ticket History does not show the Reminder as 'completed'. This is not very great and is not the behavior I expected. The History does show that the Reminder was created, but that is only half of the story. This behavior is different than what happens when you select the checkbox to 'complete the reminder' on the ticket, which does log the completed reminder in the history. -------------- next part -------------- An HTML attachment was scrubbed... URL: