From chrislist at de-punkt.de Thu Mar 2 03:35:26 2017 From: chrislist at de-punkt.de (Christopher Kunz) Date: Thu, 2 Mar 2017 09:35:26 +0100 Subject: [rt-users] Automatted parsing of mails entering an RT queue Message-ID: <3c796c92-12ec-3f85-a810-9e4375a0f39d@de-punkt.de> Hi all, we've been using RT for almost 15 years now with great success, but our growing company needs a little more automation now. As we are a hosting company /carrier, we frequently receive abuse reports and security advisories (for example, automatted scans for UDP amplifiers by the German national CERT). These enter our abuse queue. I would like to parse these mails automatically, and write a parsing toolkit for each different type of abuse mail (either by sender, or by specific content signature, or something like that), in order to extract the affected URIs / IP addresses from the mails and pass them on to an abuse handling script for further action. How would I do that? Are there any articles in the RT wiki that might be a good starting point? Unfortunately, the "automating RT" page is more about crontool than about the kind of automation I'm looking for. Thanks a lot, --ck From tbrumm at mac.com Thu Mar 2 05:40:33 2017 From: tbrumm at mac.com (Torsten Brumm) Date: Thu, 02 Mar 2017 11:40:33 +0100 Subject: [rt-users] Automatted parsing of mails entering an RT queue In-Reply-To: <3c796c92-12ec-3f85-a810-9e4375a0f39d@de-punkt.de> References: <3c796c92-12ec-3f85-a810-9e4375a0f39d@de-punkt.de> Message-ID: Check RT-Extension-ExtractCustomFieldValues Von meinem iPhone gesendet > Am 02.03.2017 um 09:35 schrieb Christopher Kunz : > > Hi all, > > we've been using RT for almost 15 years now with great success, but our > growing company needs a little more automation now. As we are a hosting > company /carrier, we frequently receive abuse reports and security > advisories (for example, automatted scans for UDP amplifiers by the > German national CERT). These enter our abuse queue. > > I would like to parse these mails automatically, and write a parsing > toolkit for each different type of abuse mail (either by sender, or by > specific content signature, or something like that), in order to extract > the affected URIs / IP addresses from the mails and pass them on to an > abuse handling script for further action. > > How would I do that? Are there any articles in the RT wiki that might be > a good starting point? Unfortunately, the "automating RT" page is more > about crontool than about the kind of automation I'm looking for. > > Thanks a lot, > > --ck > --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Paris - April 24-26, 2017 From mzagrabe at d.umn.edu Thu Mar 2 09:43:26 2017 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Thu, 2 Mar 2017 08:43:26 -0600 Subject: [rt-users] Automatted parsing of mails entering an RT queue In-Reply-To: <3c796c92-12ec-3f85-a810-9e4375a0f39d@de-punkt.de> References: <3c796c92-12ec-3f85-a810-9e4375a0f39d@de-punkt.de> Message-ID: What version are you using CK? -m On Thu, Mar 2, 2017 at 2:35 AM, Christopher Kunz wrote: > Hi all, > > we've been using RT for almost 15 years now with great success, but our > growing company needs a little more automation now. As we are a hosting > company /carrier, we frequently receive abuse reports and security > advisories (for example, automatted scans for UDP amplifiers by the > German national CERT). These enter our abuse queue. > > I would like to parse these mails automatically, and write a parsing > toolkit for each different type of abuse mail (either by sender, or by > specific content signature, or something like that), in order to extract > the affected URIs / IP addresses from the mails and pass them on to an > abuse handling script for further action. > > How would I do that? Are there any articles in the RT wiki that might be > a good starting point? Unfortunately, the "automating RT" page is more > about crontool than about the kind of automation I'm looking for. > > Thanks a lot, > > --ck > --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Paris - April 24-26, 2017 From nick at memsys.com Thu Mar 2 12:30:28 2017 From: nick at memsys.com (Nicholas Herlick) Date: Thu, 2 Mar 2017 09:30:28 -0800 Subject: [rt-users] How email CC's are implemented Message-ID: Using RT 4.2. Our experience sending ad hoc CC's entered on the fly is that the Requestor's do not see evidence of the CC's in their version of that email. The CC receiver gets in independent email just to them. This leads to confusion on the Requestor's part... "Did get a CC on this?". It happens a lot. The workaround appears to be setting up the CC in People as a permament feature of the ticket. That way, everyone's heading reflects to To: and CC: addresses. But it takes extra time, and afterward one may not want to CC that same person as the thread continues. And I know it's possible to suppress that. I just argue that CC acknowledgements in the header should function the same way, for CC's logged in People and CC's entered directly in the CC entry form. This appears to not be an option in the config, or I missed it. Anyone else wishing CC handling was uniform? Nick -- Nicholas Herlick President Herlick Data Systems nick at memsys.com Office 909-798-2898 Mobile 951-903-4177 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jbrandt at bestpractical.com Thu Mar 2 14:01:51 2017 From: jbrandt at bestpractical.com (Jim Brandt) Date: Thu, 2 Mar 2017 14:01:51 -0500 Subject: [rt-users] Reminder: RT mailing lists moving over to new community forum Message-ID: <4c6a6a85-2f57-89ff-f262-e2da6c2ca1ac@bestpractical.com> Hello RT users, This is a reminder about the upcoming conversion of the RT community mailing lists to a Discourse forum. If you missed it, you can read the initial announcement here: https://bestpractical.com/blog/2017/2/new-community-forum As we mentioned previously, to capture some of the great discussions and answers from the list, we'll be exporting an archive and importing the last 5 years worth of discussions from rt-users, rtir, and rt-devel into Discourse. Here is the schedule for next week: * Wednesday, March 8: Lists disabled in the morning for export * Thursday, March 9: Lists imported into Discourse and new forum goes live We'll send out notifications on Thursday once things are ready. We will also import subscribed users from the lists into Discourse. You will then be able to use your email address and the 'forgot password' feature to set a new password. If you would prefer not to have an account automatically created for you in Discourse, it is easiest to unsubscribe from the list before Wednesday, March 8. Sometimes unsubscribing via email can be confusing, so you can also do so through the website (bottom of the page): http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rtir http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel Thanks, Jim From woody at wildthingsafaris.com Thu Mar 2 14:46:45 2017 From: woody at wildthingsafaris.com (Woody - Wild Thing Safaris) Date: Thu, 2 Mar 2017 22:46:45 +0300 Subject: [rt-users] Default Value for User Custom Fields Message-ID: <2be3401b-6345-4bd2-e3be-564a7be4b86d@wildthingsafaris.com> Hi RT Folks, Am i missing something? I see no option to select a "default value" for "select one value" type custom fields if they are of lookuptype RT::User? i tested and if it's RT::Ticket - default appears, but RT::User - that input field has disappeared? w. -- ----------------------- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com From mzagrabe at d.umn.edu Thu Mar 2 15:44:38 2017 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Thu, 2 Mar 2017 14:44:38 -0600 Subject: [rt-users] Default Value for User Custom Fields In-Reply-To: <2be3401b-6345-4bd2-e3be-564a7be4b86d@wildthingsafaris.com> References: <2be3401b-6345-4bd2-e3be-564a7be4b86d@wildthingsafaris.com> Message-ID: What version of RT are you using? -m On Thu, Mar 2, 2017 at 1:46 PM, Woody - Wild Thing Safaris wrote: > Hi RT Folks, > > Am i missing something? I see no option to select a "default value" for > "select one value" type custom fields if they are of lookuptype RT::User? > > i tested and if it's RT::Ticket - default appears, but RT::User - that input > field has disappeared? > > w. > > > -- > > ----------------------- > > Richard Wood (Woody) > Managing Director > Wild Thing Safaris Ltd. > > UK: 2B Habbo St, Greenwich, London > Dar es Salaam: 5 Ethan St, Mbezi beach > Arusha: 3 Ebeneezer Rd, Njiro > PO BOX 34514 DSM > Office: +255 (0) 222 617 166 > Office Mobile: +255 (0) 773 503 502 > Direct: +255 742 373 327 > Skype: woody1tz > http://wildthingsafaris.com > > --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Paris - April 24-26, 2017 From woody at wildthingsafaris.com Fri Mar 3 02:46:34 2017 From: woody at wildthingsafaris.com (Woody - Wild Thing Safaris) Date: Fri, 3 Mar 2017 10:46:34 +0300 Subject: [rt-users] Default Value for User Custom Fields In-Reply-To: References: <2be3401b-6345-4bd2-e3be-564a7be4b86d@wildthingsafaris.com> Message-ID: <48f7cf41-084f-b4d6-6088-bf953af79ede@wildthingsafaris.com> sorry, 4.4.0 On 02/03/17 23:44, Matt Zagrabelny wrote: > What version of RT are you using? > > -m > > On Thu, Mar 2, 2017 at 1:46 PM, Woody - Wild Thing Safaris > wrote: >> Hi RT Folks, >> >> Am i missing something? I see no option to select a "default value" for >> "select one value" type custom fields if they are of lookuptype RT::User? >> >> i tested and if it's RT::Ticket - default appears, but RT::User - that input >> field has disappeared? >> >> w. >> >> >> -- >> >> ----------------------- >> >> Richard Wood (Woody) >> Managing Director >> Wild Thing Safaris Ltd. >> >> UK: 2B Habbo St, Greenwich, London >> Dar es Salaam: 5 Ethan St, Mbezi beach >> Arusha: 3 Ebeneezer Rd, Njiro >> PO BOX 34514 DSM >> Office: +255 (0) 222 617 166 >> Office Mobile: +255 (0) 773 503 502 >> Direct: +255 742 373 327 >> Skype: woody1tz >> http://wildthingsafaris.com >> >> --------- >> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training >> * Paris - April 24-26, 2017 > -- ----------------------- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com From petern at paradigmcc.com Fri Mar 3 10:30:02 2017 From: petern at paradigmcc.com (Peter Nikolaidis) Date: Fri, 3 Mar 2017 10:30:02 -0500 Subject: [rt-users] Regex in scrip won't match multi-line strings In-Reply-To: References: Message-ID: Apparently I'm still doing something wrong and regex is kicking my butt. Sample message body: ----------------------------------------- * Stopping Asterisk PBX: asterisk ...done. * Starting Asterisk PBX: asterisk ...done. ----------------------------------------- Patterns I've tried: ----------------------------------------- 1: (($self->TicketObj->Subject =~ /Cron \ \/etc\/init\.d\/asterisk restart/) && # Successful cron jobs. ($self->TicketObj->Body =~ /\* Starting Asterisk PBX\: asterisk\n\.\.\.done\./m) 2: (($self->TicketObj->Subject =~ /Cron \ \/etc\/init\.d\/asterisk restart/) && # Successful cron jobs. ($self->TicketObj->Body =~ /\* Starting Asterisk PBX\: asterisk.*\.\.\.done\./ms)) 3: (($self->TicketObj->Subject =~ /Cron \ \/etc\/init\.d\/asterisk restart/) && # Successful cron jobs. ($self->TicketObj->Body =~ /^\* Starting Asterisk PBX\: asterisk.*\.\.\.done\.$/ms)) || ----------------------------------------- Any ideas? Thanks, Peter On Mon, Feb 27, 2017 at 10:57 AM, Matt Zagrabelny wrote: > On Mon, Feb 27, 2017 at 9:48 AM, Peter Nikolaidis > wrote: > > Hi all, > > > > I'm trying to automatically resolve tickets that don't require any > action. > > In this example, I receive a backup notification. I know it's a backup > > script result email based on the subject, and I know the backup was > > successful (and therefore I can auto-resolve the ticket) if another regex > > matches the body. When I match against the subject line alone, it works. > > However, when I try to match against the mutli-line body, it never > matches > > (even though when I run the regex against the string in a test, it > matches > > as expected). > > > > Are multi-line matches not an option, or do I need to test in another > way? > > From: > > http://perldoc.perl.org/perlre.html > > """ > Modifier m > > Treat the string as multiple lines. That is, change "^" and "$" 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 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Fri Mar 3 10:46:05 2017 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Fri, 3 Mar 2017 09:46:05 -0600 Subject: [rt-users] Regex in scrip won't match multi-line strings In-Reply-To: References: Message-ID: On Fri, Mar 3, 2017 at 9:30 AM, Peter Nikolaidis wrote: > Apparently I'm still doing something wrong and regex is kicking my butt. > > Sample message body: > ----------------------------------------- > * Stopping Asterisk PBX: asterisk > ...done. > * Starting Asterisk PBX: asterisk > ...done. > ----------------------------------------- > > Patterns I've tried: > ----------------------------------------- > 1: > (($self->TicketObj->Subject =~ /Cron \ \/etc\/init\.d\/asterisk > restart/) && # Successful cron jobs. > ($self->TicketObj->Body =~ /\* Starting Asterisk PBX\: > asterisk\n\.\.\.done\./m) > > 2: > (($self->TicketObj->Subject =~ /Cron \ \/etc\/init\.d\/asterisk > restart/) && # Successful cron jobs. > ($self->TicketObj->Body =~ /\* Starting Asterisk PBX\: > asterisk.*\.\.\.done\./ms)) > 3: > (($self->TicketObj->Subject =~ /Cron \ \/etc\/init\.d\/asterisk > restart/) && # Successful cron jobs. > ($self->TicketObj->Body =~ /^\* Starting Asterisk PBX\: > asterisk.*\.\.\.done\.$/ms)) || > ----------------------------------------- > > Any ideas? #!/usr/bin/perl use strict; use warnings; my $sample_message_body = < References: Message-ID: A majority of our end users update their tickets via email. Is there a way I can have the ticket status change to specific value ("researching") anytime the ticket is updated via email. We are using the default rt-mailgate for email. All I'm finding is ways to set it manually with commands in the email body. We don't want users to have to remember a command their email response. Appreciate any insight you have to share! Thanks, Will Marcus -------------- next part -------------- An HTML attachment was scrubbed... URL: From lists at pgs-info.de Mon Mar 6 03:52:53 2017 From: lists at pgs-info.de (Patrick G. Stoesser) Date: Mon, 6 Mar 2017 09:52:53 +0100 Subject: [rt-users] All of a sudden: Odd number of elements Message-ID: Hello there, I'm running RT 4.2.8 (deb-pakets) on a Jessie Debian. RT runs without problems since long time. Now, all of a sudden, the cronjob which calls rt-crontool causes Odd number of elements, for every queue in RT. The exact error message is Odd number of elements in anonymous hash at /usr/share/request-tracker4/lib/RT/Config.pm line 1314. Odd number of elements in hash assignment at /usr/share/request-tracker4/lib/RT/Config.pm line 1315. Odd number of elements in anonymous hash at /usr/share/request-tracker4/lib/RT/Config.pm line 1314. Odd number of elements in hash assignment at /usr/share/request-tracker4/lib/RT/Config.pm line 1315. This error comes up everytime on every queue. Nothing was changed in the server or RT config. The corresponding lines in Config.pm do not give me any idea. Has anyone a clue how I can fix this error? Kind regards, Patrick From kae at midnighthax.com Mon Mar 6 12:52:02 2017 From: kae at midnighthax.com (Keith Edmunds) Date: Mon, 6 Mar 2017 17:52:02 +0000 Subject: [rt-users] Display of child/dependent tickets in search results Message-ID: <20170306175202.12adec0e@awe.tiger-computing.wbp> When a ticket that has child or dependent tickets is displayed, any child/dependent tickets that are resolved are shown at struck through. In search results, if child/dependent tickets are shown, resolved ones are not struck through. Has anyone patched RT to strike resolved child/dependent tickets in search results? Should I report this as a bug? We're using RT4.2.8. Thanks, Keith -- "A champion is someone who gets up when he can't" - Jack Dempsey From jb7492 at att.com Mon Mar 6 11:31:42 2017 From: jb7492 at att.com (BALLANTINE, JAMES W) Date: Mon, 6 Mar 2017 16:31:42 +0000 Subject: [rt-users] unrecognized roll option "nocreateuser" Message-ID: <34AA22AC794CE64FA04FC6DB253E73DC010E07FE@MISOUT7MSGUSRCB.ITServices.sbc.com> I'm trying to install rt on a RHEL7 system, and have apache2, perl 5.24.1 and postgresql-9.5.6 installed. When I try to run make initialize-database, it fails with : Now inserting database ACLs. [73393] [Mon Mar 6 14:46:20 2017] [warning]: DBD::Pg::st execute failed: ERROR: unrecognized role option "nocreateuser" LINE 1: ...tuser" WITH PASSWORD 'XXXXXXXXXXXXXX' NOCREATEDB NOCREATEUS... ^ at /usr/local/add-on/src/rt-4.4.1/sbin/../lib/RT/Handle.pm line 476. (/usr/local/add-on/src/rt-4.4.1/sbin/../lib/RT/Handle.pm:476) [73393] [Mon Mar 6 14:46:20 2017] [critical]: DBD::Pg::st execute failed: ERROR: unrecognized role option "nocreateuser" LINE 1: ...tuser" WITH PASSWORD 'XXXXXXXXXXXXXX' NOCREATEDB NOCREATEUS... ^ at /usr/local/add-on/src/rt-4.4.1/sbin/../lib/RT/Handle.pm line 476. (/usr/local/add-on/src/rt-4.4.1/sbin/../lib/RT.pm:390) DBD::Pg::st execute failed: ERROR: unrecognized role option "nocreateuser" LINE 1: ...tuser" WITH PASSWORD 'XXXXXXXXXXXXXXXX' NOCREATEDB NOCREATEUS... ^ at /usr/local/add-on/src/rt-4.4.1/sbin/../lib/RT/Handle.pm line 476. make: *** [initialize-database] Error 255 If I do a find . -depth -type f | grep -i NOCREATEUSER, it find nothing. Now i understand that NOCREATEUSER was removed in pg-9.6, but why doesn't the make complete, and where is the NOCREATEUSER coming from? Thanks Jim Ballantine From petern at paradigmcc.com Mon Mar 6 17:11:52 2017 From: petern at paradigmcc.com (Peter Nikolaidis) Date: Mon, 6 Mar 2017 17:11:52 -0500 Subject: [rt-users] unrecognized roll option "nocreateuser" In-Reply-To: <34AA22AC794CE64FA04FC6DB253E73DC010E07FE@MISOUT7MSGUSRCB.ITServices.sbc.com> References: <34AA22AC794CE64FA04FC6DB253E73DC010E07FE@MISOUT7MSGUSRCB.ITServices.sbc.com> Message-ID: I found this string in: /opt/rt4/etc/acl.Pg Peter On Mon, Mar 6, 2017 at 11:31 AM, BALLANTINE, JAMES W wrote: > I'm trying to install rt on a RHEL7 system, and have apache2, perl > 5.24.1 and postgresql-9.5.6 installed. > > When I try to run make initialize-database, it fails with : > > Now inserting database ACLs. > [73393] [Mon Mar 6 14:46:20 2017] [warning]: DBD::Pg::st execute > failed: ERROR: unrecognized role option "nocreateuser" > LINE 1: ...tuser" WITH PASSWORD 'XXXXXXXXXXXXXX' NOCREATEDB NOCREATEUS... > ^ at > /usr/local/add-on/src/rt-4.4.1/sbin/../lib/RT/Handle.pm line 476. > (/usr/local/add-on/src/rt-4.4.1/sbin/../lib/RT/Handle.pm:476) > [73393] [Mon Mar 6 14:46:20 2017] [critical]: DBD::Pg::st execute > failed: ERROR: unrecognized role option "nocreateuser" > LINE 1: ...tuser" WITH PASSWORD 'XXXXXXXXXXXXXX' NOCREATEDB NOCREATEUS... > ^ at > /usr/local/add-on/src/rt-4.4.1/sbin/../lib/RT/Handle.pm line 476. > (/usr/local/add-on/src/rt-4.4.1/sbin/../lib/RT.pm:390) > DBD::Pg::st execute failed: ERROR: unrecognized role option "nocreateuser" > LINE 1: ...tuser" WITH PASSWORD 'XXXXXXXXXXXXXXXX' NOCREATEDB NOCREATEUS... > ^ at > /usr/local/add-on/src/rt-4.4.1/sbin/../lib/RT/Handle.pm line 476. > make: *** [initialize-database] Error 255 > > If I do a find . -depth -type f | grep -i NOCREATEUSER, it find > nothing. Now i understand that NOCREATEUSER was removed in > pg-9.6, but why doesn't the make complete, and where is the NOCREATEUSER > coming from? > > Thanks > > Jim Ballantine > --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Paris - April 24-26, 2017 > -- 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 chrisis at bosberaad.com Mon Mar 6 21:33:52 2017 From: chrisis at bosberaad.com (chrisis) Date: Mon, 6 Mar 2017 19:33:52 -0700 (MST) Subject: [rt-users] Automatically set status for all email updates In-Reply-To: References: Message-ID: <1488854032117-63517.post@n7.nabble.com> The way to do this is with a scrip. This page will show you how: https://rt-wiki.bestpractical.com/wiki/SetActiveOnCustomerReply -- View this message in context: http://requesttracker.8502.n7.nabble.com/Automatically-set-status-for-all-email-updates-tp63512p63517.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From woody at wildthingsafaris.com Tue Mar 7 02:38:44 2017 From: woody at wildthingsafaris.com (Woody - Wild Thing Safaris) Date: Tue, 7 Mar 2017 10:38:44 +0300 Subject: [rt-users] Reload Config on the fly Message-ID: Hello, I'm using 4.4.0, and i've edited Admin/CustomField to allow choosing the CustomFieldGrouping. I'm guessing that at some point the grouping will be stored in the CustomField table, but for now, it's a config option. If i change the grouping of a CF, or add a new CF i can rewrite the file with the CustomFieldGroupings config option in (it's in it's own file in RT_SiteConfig.d). Is there a way of reloading the config on the fly by just running RT->LoadConfig and that new config be used for all future requests? w. -- ----------------------- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com From woody at wildthingsafaris.com Tue Mar 7 04:16:52 2017 From: woody at wildthingsafaris.com (Woody - Wild Thing Safaris) Date: Tue, 7 Mar 2017 12:16:52 +0300 Subject: [rt-users] Default Value for User Custom Fields In-Reply-To: <48f7cf41-084f-b4d6-6088-bf953af79ede@wildthingsafaris.com> References: <2be3401b-6345-4bd2-e3be-564a7be4b86d@wildthingsafaris.com> <48f7cf41-084f-b4d6-6088-bf953af79ede@wildthingsafaris.com> Message-ID: I added "Users" to line 2016 in CustomField.pm return 0 unless $self->LookupType =~ /RT::(?:Ticket|Transaction|User)$/; and it seems to behave as expected. But RT::Users must have been left out for a reason? w. On 03/03/17 10:46, Woody - Wild Thing Safaris wrote: > sorry, 4.4.0 > > > On 02/03/17 23:44, Matt Zagrabelny wrote: >> What version of RT are you using? >> >> -m >> >> On Thu, Mar 2, 2017 at 1:46 PM, Woody - Wild Thing Safaris >> wrote: >>> Hi RT Folks, >>> >>> Am i missing something? I see no option to select a "default value" for >>> "select one value" type custom fields if they are of lookuptype >>> RT::User? >>> >>> i tested and if it's RT::Ticket - default appears, but RT::User - >>> that input >>> field has disappeared? >>> >>> w. >>> >>> >>> -- >>> >>> ----------------------- >>> >>> Richard Wood (Woody) >>> Managing Director >>> Wild Thing Safaris Ltd. >>> >>> UK: 2B Habbo St, Greenwich, London >>> Dar es Salaam: 5 Ethan St, Mbezi beach >>> Arusha: 3 Ebeneezer Rd, Njiro >>> PO BOX 34514 DSM >>> Office: +255 (0) 222 617 166 >>> Office Mobile: +255 (0) 773 503 502 >>> Direct: +255 742 373 327 >>> Skype: woody1tz >>> http://wildthingsafaris.com >>> >>> --------- >>> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training >>> * Paris - April 24-26, 2017 >> > -- ----------------------- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. UK: 2B Habbo St, Greenwich, London Dar es Salaam: 5 Ethan St, Mbezi beach Arusha: 3 Ebeneezer Rd, Njiro PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 742 373 327 Skype: woody1tz http://wildthingsafaris.com From mzagrabe at d.umn.edu Tue Mar 7 07:56:41 2017 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 7 Mar 2017 06:56:41 -0600 Subject: [rt-users] Default Value for User Custom Fields In-Reply-To: References: <2be3401b-6345-4bd2-e3be-564a7be4b86d@wildthingsafaris.com> <48f7cf41-084f-b4d6-6088-bf953af79ede@wildthingsafaris.com> Message-ID: On Tue, Mar 7, 2017 at 3:16 AM, Woody - Wild Thing Safaris wrote: > I added "Users" to line 2016 in CustomField.pm > > return 0 unless $self->LookupType =~ /RT::(?:Ticket|Transaction|User)$/; > > and it seems to behave as expected. But RT::Users must have been left out > for a reason? Possibly not. Here is the commit in which the code was initially committed: 0bb6abb2f4641896d3a77ccca5bb0c3cdc699026 And here is a commit where BP adds Assets to the list of CFs that can have defaults: 5d851b77f275252578ce29c21a652c88a6663ab6 So I am guessing that it was just an oversight that Users and Queues aren't in the list of CFs that can have default values. BP, any commentary on this? Thanks, -m From chrislist at de-punkt.de Wed Mar 8 00:34:26 2017 From: chrislist at de-punkt.de (Christopher Kunz) Date: Wed, 8 Mar 2017 06:34:26 +0100 Subject: [rt-users] Automatted parsing of mails entering an RT queue In-Reply-To: References: <3c796c92-12ec-3f85-a810-9e4375a0f39d@de-punkt.de> Message-ID: <9ece6827-4fab-6e56-c0a0-143cf22fc7fd@de-punkt.de> Am 02.03.17 um 15:43 schrieb Matt Zagrabelny: > What version are you using CK? > > -m > Hi, we're using 4.2.8. Regards, --ck From jbrandt at bestpractical.com Wed Mar 8 09:32:04 2017 From: jbrandt at bestpractical.com (Jim Brandt) Date: Wed, 8 Mar 2017 09:32:04 -0500 Subject: [rt-users] Reminder: RT mailing lists moving over to new community forum In-Reply-To: <4c6a6a85-2f57-89ff-f262-e2da6c2ca1ac@bestpractical.com> References: <4c6a6a85-2f57-89ff-f262-e2da6c2ca1ac@bestpractical.com> Message-ID: <1cc176c6-a7ec-47ef-b145-1c7d3981ebcb@bestpractical.com> Good morning, It's time! We'll be disabling the lists shortly so we can start to export the archive. We'll send email tomorrow, probably in the afternoon EST, when the new Discourse site is ready to go. Stay tuned! On 3/2/17 2:01 PM, Jim Brandt wrote: > Hello RT users, > > This is a reminder about the upcoming conversion of the RT community > mailing lists to a Discourse forum. If you missed it, you can read the > initial announcement here: > https://bestpractical.com/blog/2017/2/new-community-forum > > As we mentioned previously, to capture some of the great discussions and > answers from the list, we'll be exporting an archive and importing the > last 5 years worth of discussions from rt-users, rtir, and rt-devel into > Discourse. Here is the schedule for next week: > > * Wednesday, March 8: Lists disabled in the morning for export > * Thursday, March 9: Lists imported into Discourse and new forum goes live > > We'll send out notifications on Thursday once things are ready. > > We will also import subscribed users from the lists into Discourse. You > will then be able to use your email address and the 'forgot password' > feature to set a new password. > > If you would prefer not to have an account automatically created for you > in Discourse, it is easiest to unsubscribe from the list before > Wednesday, March 8. Sometimes unsubscribing via email can be confusing, > so you can also do so through the website (bottom of the page): > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rtir > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel > > Thanks, > Jim > --------- > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Paris - April 24-26, 2017 From jbrandt at bestpractical.com Thu Mar 9 16:39:32 2017 From: jbrandt at bestpractical.com (Jim Brandt) Date: Thu, 9 Mar 2017 16:39:32 -0500 Subject: [rt-users] New Forum Now Live! Message-ID: <162037cf-3821-1ad3-8149-d6a02b7cf7f8@bestpractical.com> Hello all, The new forum is now live at https://forum.bestpractical.com ! If you are on this list, you already have an account based on your subscribed email. To get a password to log into the forum website, follow these steps: 1) Go to: https://forum.bestpractical.com 2) Click Log In. 3) Click "I forgot my password". 4) Type in the email address you used when subscribed to rt-users, rtir, or rt-devel. 5) Wait to receive an email. 6) Click the link in the email to reset your password and join the discussion on the new forum! Be sure to check out the User Preferences as there are many ways to customize exactly how Discourse notifies you about updates, replies to your posts, and general activity. If you like to see posts in email, you can enable "Mailing List Mode" in User Preferences. The familiar lists are now categories in Discourse, so you'll see RT Users, RT Developers, and RTIR. We have also added a topic to talk about Discourse since it's new to all of us and you are certain to have some interesting tips and tricks once you start configuring your accounts. This is the last email from the lists. If you have questions, feel free to open a new topic on the forum or message an admin. We look forward to seeing you on the forum! Jim