Re: [rt-users] Rt from command line
Yep .. I tried that and works great but what if I wanted to be able to make tickets from the command line as multiple users, for example, client users... Creating unix shells for them would be a good solution but I found one Sendmail! Or more like it.. SendEmail, a command line tool that lets you do a to and from So that way I can inject an email like this: SendEmail -t yourqu...@yourhost.com -f us...@domain.com That way I can inject and email as if I were userX sending it... And RT creates a ticket as if userX sent it from his email address. Works like a charm! > From: Alexander Nikolaev > Date: Tue, 04 Aug 2009 09:40:26 +0400 > To: Anton Krall > Cc: "rt-users@lists.bestpractical.com" > Subject: Re: [rt-users] Rt from command line > > Therefor i suppose u work with unix-like os installed on your web-server. > Are you logged in as root (i mean logged in your server)? > First of all, don't work as root %)! > > Users in RT have such a field - unix name (stored in database as gecos). > > You are logged in as root and rt user root has unix login set to root - > thats why you create tickets as root. > > Create a new unix login, for example, akrall, go to web interface, set > unix login of your account to akrall, then log in as akrall and try to > create a ticket from command-line interface. > > That works with rt-crontool, so, i suppose, will do for your case. > Sorry for poor english, hope its understandable :) > > Anton Krall writes: >> Nobody? >> >> >>> From: Anton Krall >>> Date: Mon, 03 Aug 2009 10:02:40 -0500 >>> To: "rt-users@lists.bestpractical.com" >>> Subject: [rt-users] Rt from command line >>> >>> Guys.. Im trying to use rt form the command line to create tickets. So far I >>> added the rtrc file and I can log into RT without problems... I can run >>> commands, everything looks great... But now.. Im trying to run this: >>> >>> rt create -t ticket set subject='New ticket' priority=9 queue='Soporte >>> Tecnico' requestors=s...@user.com >>> >>> But the problems is here: the ticket is created but as if user root created >>> it, then HE gets the autoreply email and after that, RT says (in the history >>> page of the ticket) that root was deleted from the ticket and it was changed >>> to requester s...@user.com >>> >>> This is great except for one thing... The autoreply email was sent to user >>> root and not s...@user.com since he got added AFTER autoreply was sent. >>> >>> Any way to create thet ticket as s...@user.com from the start? >>> >>> ___ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sa...@bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >> >> ___ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sa...@bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > -- > Regards, Alex Nikolaev > Open Technologies, Russia. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Rt from command line
Therefor i suppose u work with unix-like os installed on your web-server. Are you logged in as root (i mean logged in your server)? First of all, don't work as root %)! Users in RT have such a field - unix name (stored in database as gecos). You are logged in as root and rt user root has unix login set to root - thats why you create tickets as root. Create a new unix login, for example, akrall, go to web interface, set unix login of your account to akrall, then log in as akrall and try to create a ticket from command-line interface. That works with rt-crontool, so, i suppose, will do for your case. Sorry for poor english, hope its understandable :) Anton Krall writes: > Nobody? > > >> From: Anton Krall >> Date: Mon, 03 Aug 2009 10:02:40 -0500 >> To: "rt-users@lists.bestpractical.com" >> Subject: [rt-users] Rt from command line >> >> Guys.. Im trying to use rt form the command line to create tickets. So far I >> added the rtrc file and I can log into RT without problems... I can run >> commands, everything looks great... But now.. Im trying to run this: >> >> rt create -t ticket set subject='New ticket' priority=9 queue='Soporte >> Tecnico' requestors=s...@user.com >> >> But the problems is here: the ticket is created but as if user root created >> it, then HE gets the autoreply email and after that, RT says (in the history >> page of the ticket) that root was deleted from the ticket and it was changed >> to requester s...@user.com >> >> This is great except for one thing... The autoreply email was sent to user >> root and not s...@user.com since he got added AFTER autoreply was sent. >> >> Any way to create thet ticket as s...@user.com from the start? >> >> ___ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sa...@bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sa...@bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Regards, Alex Nikolaev Open Technologies, Russia. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Rt from command line
Nobody? > From: Anton Krall > Date: Mon, 03 Aug 2009 10:02:40 -0500 > To: "rt-users@lists.bestpractical.com" > Subject: [rt-users] Rt from command line > > Guys.. Im trying to use rt form the command line to create tickets. So far I > added the rtrc file and I can log into RT without problems... I can run > commands, everything looks great... But now.. Im trying to run this: > > rt create -t ticket set subject='New ticket' priority=9 queue='Soporte > Tecnico' requestors=s...@user.com > > But the problems is here: the ticket is created but as if user root created > it, then HE gets the autoreply email and after that, RT says (in the history > page of the ticket) that root was deleted from the ticket and it was changed > to requester s...@user.com > > This is great except for one thing... The autoreply email was sent to user > root and not s...@user.com since he got added AFTER autoreply was sent. > > Any way to create thet ticket as s...@user.com from the start? > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sa...@bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Addon to help manage replies?
There's been recent discussion of attempt to cope with this on the list. A careful search should come up with something. However, this can also be solved in part through changing how you interact with RT: use the non-quoting correspondence links at the top of the ticket display. -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Addon to help manage replies?
Does anyone know of an add-on to help manage replies within RT? I'm looking for something to "hide" the original email when someone replies to a ticket? That way, when we view tickets it's not 50 pages long and only 20 pages of real replies, the other 30 just "original/reply" data. If that's not clear, this is an example: Currently: --- My server is still offline.. >> We have rebooted your server, please check again. My server is offline, can you please reboot? That I'd like to see: --- My server is still offline... -- Click here for the full text -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Restrict users from changing a ticket to an InactiveStatus
Hi List, The subject says it all. I have groups of users who are not to be changing the status of a ticket to an inactive status, the question is how to do this? Lets say I have A group called SA and a group called SD. I want SD to be able to set tickets to an inactive state, I want SA to be able to edit everything else in a ticket, but not change the state to an inactive state (I would prefer them not to be shown inactive states at all). Thanks, Bill G. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Adding arbitrary CC email addresses?
On Jul 31, 2009, at 3:57 PM, Kevin Falcone wrote: On Fri, Jul 31, 2009 at 03:18:10PM -0400, Johnathan Bell wrote: RT creates a User account behind your back when you do that. They're an unprivileged user without a password, but RT needs the User account to track things internally. That makes sense Are you using RT::Authen::ExternalAuth or just normal RT auth? If the former, go look at the AutoCreateNonExternalUsers config setting (and your logs) Yes. Set that to "1" and it works Just to be sure, these people who are "auto created" can't log in to RT? How are they keyed, by email address? Thanks, Johnathan -- Johnathan Bell Internet System Administrator, Baker College ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Broken attachements
Hello, this is good point but I was upgraded from 3.8.2, do I have to still run scripts for schema update? Is there a possibility to check the schema if it is correct? Thank you, Z. Ruslan Zakirov wrote: > > Hello Zodal, > > Have you upgraded from earlier version? May be you forgot to read > UPGRADING.mysql. > > On Sun, Aug 2, 2009 at 10:56 PM, Zodal wrote: >> >> Hello, >> >> I am using Rt 3.8.4 and if user creates new ticket in QuickCreate, add >> some >> attachements and give somebody to Cc, the attachements are broken when >> they >> are received. >> >> Does anybody have the same issue? >> >> Thanks, >> >> Z. >> -- >> View this message in context: >> http://www.nabble.com/Broken-attachements-tp24780871p24780871.html >> Sent from the Request Tracker - User mailing list archive at Nabble.com. >> >> ___ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sa...@bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > > -- > Best regards, Ruslan. > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sa...@bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -- View this message in context: http://www.nabble.com/Broken-attachements-tp24780871p24794527.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Trouble Adding Users
> Your logs point squarely at RT::Authen::ExternalAuth, > not RT. I bet you've not looked at this config option: > > # If this is set to 1, then users should be autocreated by RT > # as internal users if they fail to authenticate from an > # external service. > Set($AutoCreateNonExternalUsers, 0); > > The default setting of 0 prevents users from being created > if they don't exist in LDAP Actually, I did look at that option, but the name confused me. But yes, that did it. Thanks a million! Tim Gustafson Baskin School of Engineering UC Santa Cruz t...@soe.ucsc.edu 831-459-5354 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Alter display of nulls
Hi guys, I have some users who don't like "blanks," and I was wondering if there was an easy way to alter the display of null values for particular fields? -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Rt from command line
Guys.. Im trying to use rt form the command line to create tickets. So far I added the rtrc file and I can log into RT without problems... I can run commands, everything looks great... But now.. Im trying to run this: rt create -t ticket set subject='New ticket' priority=9 queue='Soporte Tecnico' requestors=s...@user.com But the problems is here: the ticket is created but as if user root created it, then HE gets the autoreply email and after that, RT says (in the history page of the ticket) that root was deleted from the ticket and it was changed to requester s...@user.com This is great except for one thing... The autoreply email was sent to user root and not s...@user.com since he got added AFTER autoreply was sent. Any way to create thet ticket as s...@user.com from the start? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Broken attachements
Hello Zodal, Have you upgraded from earlier version? May be you forgot to read UPGRADING.mysql. On Sun, Aug 2, 2009 at 10:56 PM, Zodal wrote: > > Hello, > > I am using Rt 3.8.4 and if user creates new ticket in QuickCreate, add some > attachements and give somebody to Cc, the attachements are broken when they > are received. > > Does anybody have the same issue? > > Thanks, > > Z. > -- > View this message in context: > http://www.nabble.com/Broken-attachements-tp24780871p24780871.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sa...@bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Can the ticket ID fields in the database be INT UNSIGNED?
A note for anyone who does this, be sure to include auto-increment e.g; ALTER TABLE Tickets CHANGE id id INT UNSIGNED auto_increment; On MySQL at least, it helpfully drops that "extra" bit-- but not the key!--when you ALTER, so: ALTER TABLE Tickets CHANGE id id INT UNSIGNED; Could lead you to a confusing place, especially if you apply this change while adding some indices to speed things up like: ALTER TABLE CachedGroupMembers ADD INDEX(MemberId); ALTER TABLE Groups ADD INDEX(Instance); ALTER TABLE Principals ADD INDEX(PrincipalType); ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Commands by Email
To remove the commands I added a few lines
to /opt/rt3/local/lib/RT/Transaction_Overlay.pm
# Remove quoted signature.
$content =~ s/\n-- \n(.*?)$//s;
+# Remove CommandByMail commands
+my @content = split ("\n",$content);
+my @new_content = ();
+foreach ( @content ) {
+if ( ( $_ =~ /^Requestor:/ ) or
+( $_ =~ /^CF.{Foo}:/ ) or
+( $_ =~ /^CF.{WhatElse}:/ ) ) {
+next;
+}
+push ( @new_content, $_);
+}
+$content = join("\n",@new_content);
+
# What's the longest line like?
my $max = 0;
- Andreas
> Another question, though.. is there a way to strip out the email
> commands from the content of the ticket as it shows up in Request
> Tracker?
>
> -Rich
___
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[rt-users] Victor Da Fonseca/KW/ECS/SCHINDLER est absent(e).
Je serai absent(e) du 03/08/2009 au 18/08/2009. * Nota : Les informations contenues dans ce message sont exclusivement destinées aux personnes nommées ci-dessus et peuvent contenir des données confidentielles ou protégées. Une erreur de transmission n'entraîne aucune renonciation à la confidentialité de ces données. Si vous n'êtes pas le destinataire prévu de ce message, vous êtes informés que vous ne devez pas l'utiliser, le divulguer ou le copier, sous quelque forme que ce soit. Si vous avez reçu ce courrier électronique par erreur, merci de le supprimer ainsi que ses éventuelles copies et d'informer immédiatement l'expéditeur. Notice : The information contained in this message is intended only foruse of the individual(s) named above and may contain confidential,proprietary or legally privileged information. No confidentiality or privilege is waived or lost by any mistransmission. If you are not the intended recipient of this message you are hereby notified that you must not use, disseminate, copy it in any form or take any action in reliance of it. If you have received this message in error please delete it and any copies of it and notify the sender immediately. ** ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Requestor getting his own mails
Thats the spot! I had it at 1... Thx a lot!!! Damn I love RT Its so configurable... > From: Drew Barnes > Date: Mon, 03 Aug 2009 09:51:11 -0400 > To: Anton Krall , > Subject: Re: [rt-users] Requestor getting his own mails > > > > > On 8/3/09 9:33 AM, "Anton Krall" wrote: > >> What I meant was that I have a scrip that send notifications for admincc, >> another for requesters... But if I desibale the ones for requesters, they >> dont get any respond at all.. Even the ones admincc or owners are supposed >> to send to them Disabled that scrip cripples all communication with >> requesters... So thats what puzzled me... Is it either all or nothing? I >> mean... If enabled... Owners can send responds to requesters but when a >> requesters answers that email.. They (the requesters) get a copy of their on >> answer on their email a few seconds later... Thats weird... They are the >> ones that wrote it.. Why should they get a copy :) > > $NotifyActor in RT_SiteConfig.pm then > >> >> >>> From: Drew Barnes >>> Date: Mon, 03 Aug 2009 08:01:43 -0400 >>> To: Anton Krall , >>> Subject: Re: [rt-users] Requestor getting his own mails >>> >>> >>> >>> >>> On 8/3/09 5:29 AM, "Anton Krall" wrote: >>> I have a scrip that says send a copy of corresponds to the admincc, owner and requester, without it, the requester never gets anything. >>> >>> Well, that explains why he is getting the copy. You told RT to send it to >>> him. If you do not wish the requestor to receive copies, do not tell RT to >>> notify him. >>> >>> >> >> >> >> >> Anton Krall >> Direccion General >> >> Intruder Consulting >> A Division of IntruderEnterprises S.A. de C.V. >> www.Intruder.com.mx >> www.IntruderStore.com.mx >> >> Tel. 3872-2200 ext. 201 >> Tel. 01-800-INTRUDER (01-800-468-7833) >> Celular: 55-1010-0604 >> Email: akr...@intruder.com.mx >> >> Disclaimer - Agosto 3, 2009 >> This email and any files transmitted with it are confidential and intended >> solely for Drew Barnes,rt-us...@lists.bestpractical.com. If you are not the >> named addressee you should not disseminate, distribute, copy or alter this >> email. Any views or opinions presented in this email are solely those of the >> author and might not represent those of Intruder Consulting. Warning: >> Although >> Intruder Consulting has taken reasonable precautions to ensure no viruses are >> present in this email, the company cannot accept responsibility for any loss >> or damage arising from the use of this email or attachments. > > ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Requestor getting his own mails
On 8/3/09 9:33 AM, "Anton Krall" wrote: > What I meant was that I have a scrip that send notifications for admincc, > another for requesters... But if I desibale the ones for requesters, they > dont get any respond at all.. Even the ones admincc or owners are supposed > to send to them Disabled that scrip cripples all communication with > requesters... So thats what puzzled me... Is it either all or nothing? I > mean... If enabled... Owners can send responds to requesters but when a > requesters answers that email.. They (the requesters) get a copy of their on > answer on their email a few seconds later... Thats weird... They are the > ones that wrote it.. Why should they get a copy :) $NotifyActor in RT_SiteConfig.pm then > > >> From: Drew Barnes >> Date: Mon, 03 Aug 2009 08:01:43 -0400 >> To: Anton Krall , >> Subject: Re: [rt-users] Requestor getting his own mails >> >> >> >> >> On 8/3/09 5:29 AM, "Anton Krall" wrote: >> >>> I have a scrip that says send a copy of corresponds to the admincc, owner >>> and requester, without it, the requester never gets anything. >> >> Well, that explains why he is getting the copy. You told RT to send it to >> him. If you do not wish the requestor to receive copies, do not tell RT to >> notify him. >> >> > > > > > Anton Krall > Direccion General > > Intruder Consulting > A Division of IntruderEnterprises S.A. de C.V. > www.Intruder.com.mx > www.IntruderStore.com.mx > > Tel. 3872-2200 ext. 201 > Tel. 01-800-INTRUDER (01-800-468-7833) > Celular: 55-1010-0604 > Email: akr...@intruder.com.mx > > Disclaimer - Agosto 3, 2009 > This email and any files transmitted with it are confidential and intended > solely for Drew Barnes,rt-us...@lists.bestpractical.com. If you are not the > named addressee you should not disseminate, distribute, copy or alter this > email. Any views or opinions presented in this email are solely those of the > author and might not represent those of Intruder Consulting. Warning: Although > Intruder Consulting has taken reasonable precautions to ensure no viruses are > present in this email, the company cannot accept responsibility for any loss > or damage arising from the use of this email or attachments. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Requestor getting his own mails
Ah! Didnt see that one... Wow.. RT has a lot of rights available and profiles :) > From: Drew Barnes > Date: Mon, 03 Aug 2009 08:42:53 -0400 > To: Anton Krall , Florian Weimer > Cc: > Subject: Re: [rt-users] Requestor getting his own mails > > > > > On 8/3/09 8:30 AM, "Anton Krall" wrote: > >> And that would go in group Everyone right? >> >> > > That can go to Everyone, but I would be more likely to use Requestor. > >>> >>> CommentOnTicket (and presumably ReplyToTicket, too). >>> >>> -- >>> Florian Weimer >>> BFK edv-consulting GmbH http://www.bfk.de/ >>> Kriegsstraße 100 tel: +49-721-96201-1 >>> D-76133 Karlsruhe fax: +49-721-96201-99 >> >> ___ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sa...@bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Just finished installing now what
Nice pointers.. Thx Jeremy.. I figured out a lot of these myself the hard way... But seems Im still missing a few things that I found on your url... Thx! > From: Jeremy Winder > Organization: Logical Solutions, Inc. > Date: Mon, 03 Aug 2009 08:31:19 -0400 > To: Anton Krall > Cc: > Subject: Re: [rt-users] Just finished installing now what > > On Sun, 2009-08-02 at 02:18 -0500, Anton Krall wrote: >> I just downloaded and installed RT and I got it working but I dont know how >> to start configuring it.. Besides what the web interface has about users and >> queues... It seems it needs to know more about email and for example, my >> domain.. The user web page still shows example.com I read the wiki and >> found some interesting articles but seems information is scattered. >> >> Is there a quick start guide that can help you configure RT to get you up >> and running faster and a step by step guide on which files to change and >> configure? >> >> Thank You! > > You can skip a lot of this. But the section it should like you are > missing in the RT_SiteConfig.pm: > > http://www.debianadmin.com/howto-setup-request-tracker-36-on-debian-etch.html > > Here is a series of articles that cover how to install and setup RT "the > hard way" but still has some good information. > > http://www.sun.com/bigadmin/features/articles/req_track_1.html > > Beyond that, google...lots of google. > > Hope this helps, > > Jeremy > ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Requestor getting his own mails
What I meant was that I have a scrip that send notifications for admincc, another for requesters... But if I desibale the ones for requesters, they dont get any respond at all.. Even the ones admincc or owners are supposed to send to them Disabled that scrip cripples all communication with requesters... So thats what puzzled me... Is it either all or nothing? I mean... If enabled... Owners can send responds to requesters but when a requesters answers that email.. They (the requesters) get a copy of their on answer on their email a few seconds later... Thats weird... They are the ones that wrote it.. Why should they get a copy :) > From: Drew Barnes > Date: Mon, 03 Aug 2009 08:01:43 -0400 > To: Anton Krall , > Subject: Re: [rt-users] Requestor getting his own mails > > > > > On 8/3/09 5:29 AM, "Anton Krall" wrote: > >> I have a scrip that says send a copy of corresponds to the admincc, owner >> and requester, without it, the requester never gets anything. > > Well, that explains why he is getting the copy. You told RT to send it to > him. If you do not wish the requestor to receive copies, do not tell RT to > notify him. > > ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Broken attachements
Hi, the content is broken and cannot be opened (for example PDF says that file is damaged), sometimes the size of the file is the same, sometimes it is smaller. This only happens if i give the Cc when creating ticket. The content is OK in database and can be accessed via RT. Thanks, Z. Hi Zodal, what exactly means broken for you? Wriong Name? Wrong Content, no Content? Torsten 2009/8/3 Zodal -- View this message in context: http://www.nabble.com/Broken-attachements-tp24780871p24790286.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Requestor getting his own mails
* Drew Barnes: > On 8/3/09 8:30 AM, "Anton Krall" wrote: > >> And that would go in group Everyone right? >> >> > > That can go to Everyone, but I would be more likely to use Requestor. But this will lead to errors when the requestor changes email addresses in the middle of a ticket. -- Florian Weimer BFK edv-consulting GmbH http://www.bfk.de/ Kriegsstraße 100 tel: +49-721-96201-1 D-76133 Karlsruhe fax: +49-721-96201-99 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Requestor getting his own mails
On 8/3/09 8:30 AM, "Anton Krall" wrote: > And that would go in group Everyone right? > > That can go to Everyone, but I would be more likely to use Requestor. >> >> CommentOnTicket (and presumably ReplyToTicket, too). >> >> -- >> Florian Weimer >> BFK edv-consulting GmbH http://www.bfk.de/ >> Kriegsstraße 100 tel: +49-721-96201-1 >> D-76133 Karlsruhe fax: +49-721-96201-99 > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sa...@bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Requestor getting his own mails
And that would go in group Everyone right? > From: Florian Weimer > Date: Mon, 03 Aug 2009 11:45:25 + > To: Anton Krall > Cc: > Subject: Re: [rt-users] Requestor getting his own mails > > * Anton Krall: > >> Which one should I use in order to let a requester append comments via email >> to his ticket? > > CommentOnTicket (and presumably ReplyToTicket, too). > > -- > Florian Weimer > BFK edv-consulting GmbH http://www.bfk.de/ > Kriegsstraße 100 tel: +49-721-96201-1 > D-76133 Karlsruhe fax: +49-721-96201-99 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Just finished installing now what
On Sun, 2009-08-02 at 02:18 -0500, Anton Krall wrote: > I just downloaded and installed RT and I got it working but I dont know how > to start configuring it.. Besides what the web interface has about users and > queues... It seems it needs to know more about email and for example, my > domain.. The user web page still shows example.com I read the wiki and > found some interesting articles but seems information is scattered. > > Is there a quick start guide that can help you configure RT to get you up > and running faster and a step by step guide on which files to change and > configure? > > Thank You! You can skip a lot of this. But the section it should like you are missing in the RT_SiteConfig.pm: http://www.debianadmin.com/howto-setup-request-tracker-36-on-debian-etch.html Here is a series of articles that cover how to install and setup RT "the hard way" but still has some good information. http://www.sun.com/bigadmin/features/articles/req_track_1.html Beyond that, google...lots of google. Hope this helps, Jeremy ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Requestor getting his own mails
On 8/3/09 5:29 AM, "Anton Krall" wrote: > I have a scrip that says send a copy of corresponds to the admincc, owner > and requester, without it, the requester never gets anything. Well, that explains why he is getting the copy. You told RT to send it to him. If you do not wish the requestor to receive copies, do not tell RT to notify him. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Requestor getting his own mails
* Anton Krall: > Which one should I use in order to let a requester append comments via email > to his ticket? CommentOnTicket (and presumably ReplyToTicket, too). -- Florian Weimer BFK edv-consulting GmbH http://www.bfk.de/ Kriegsstraße 100 tel: +49-721-96201-1 D-76133 Karlsruhe fax: +49-721-96201-99 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Requestor getting his own mails
Which one should I use in order to let a requester append comments via email to his ticket? > From: Florian Weimer > Date: Mon, 03 Aug 2009 10:41:26 + > To: Anton Krall > Cc: > Subject: Re: [rt-users] Requestor getting his own mails > > * Anton Krall: > >> But doesnt the requester need to have modifyticket rights in order to append >> responds to a ticket via mail? > > No, there are separate rights for that. > > -- > Florian Weimer > BFK edv-consulting GmbH http://www.bfk.de/ > Kriegsstraße 100 tel: +49-721-96201-1 > D-76133 Karlsruhe fax: +49-721-96201-99 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Requestor getting his own mails
* Anton Krall: > But doesnt the requester need to have modifyticket rights in order to append > responds to a ticket via mail? No, there are separate rights for that. -- Florian Weimer BFK edv-consulting GmbH http://www.bfk.de/ Kriegsstraße 100 tel: +49-721-96201-1 D-76133 Karlsruhe fax: +49-721-96201-99 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Requestor getting his own mails
But doesnt the requester need to have modifyticket rights in order to append responds to a ticket via mail? That was one of my problems regarding rights... I wasnt sure which rights the requester has to have in order to reopen a ticket... I know he has to have createticket rights to create one ... But after that... Dont know Also global rights, group right and personal rights... I made a group X who has some members... I was struggling with which rifhts the members would need to have in order to add, etc, saved searches, dashboards, etc... Do I need to change their global rights, groups ones or personal ones... :) Quite configurable :) > From: Florian Weimer > Date: Mon, 03 Aug 2009 09:39:26 + > To: Anton Krall > Cc: > Subject: SUSPECTED: Re: [rt-users] Requestor getting his own mails > > * Anton Krall: > >> I wanted to kas of this is just my setup or is it normal... When a >> requestor senda a reply to a correspond, his reply is entered in the >> ticket (ok) and the admincc and owner get a copy of it (as per >> scrips) but the weird thing is that the requestor also gets a copy >> of his own reply. Is this normal? > > This is normal. If you want to change it, there is a contributed > condition called AnyTransactionSource which you can use to make your > scrip conditional on the rights of the transaction creator. > Typically, you only want to send out mail when the transaction creator > has ModifyTicket rights on the ticket. > > The AnyTransactionSource condition should work with current RT, > perhaps with minor changes. > > -- > Florian Weimer > BFK edv-consulting GmbH http://www.bfk.de/ > Kriegsstraße 100 tel: +49-721-96201-1 > D-76133 Karlsruhe fax: +49-721-96201-99 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Requestor getting his own mails
* Anton Krall: > I wanted to kas of this is just my setup or is it normal... When a > requestor senda a reply to a correspond, his reply is entered in the > ticket (ok) and the admincc and owner get a copy of it (as per > scrips) but the weird thing is that the requestor also gets a copy > of his own reply. Is this normal? This is normal. If you want to change it, there is a contributed condition called AnyTransactionSource which you can use to make your scrip conditional on the rights of the transaction creator. Typically, you only want to send out mail when the transaction creator has ModifyTicket rights on the ticket. The AnyTransactionSource condition should work with current RT, perhaps with minor changes. -- Florian Weimer BFK edv-consulting GmbH http://www.bfk.de/ Kriegsstraße 100 tel: +49-721-96201-1 D-76133 Karlsruhe fax: +49-721-96201-99 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Requestor getting his own mails
I wanted to kas of this is just my setup or is it normal... When a requestor senda a reply to a correspond, his reply is entered in the ticket (ok) and the admincc and owner get a copy of it (as per scrips) but the weird thing is that the requestor also gets a copy of his own reply. Is this normal? I have a scrip that says send a copy of corresponds to the admincc, owner and requester, without it, the requester never gets anything. What am I doing wrong? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Broken attachements
Hi Zodal, what exactly means broken for you? Wriong Name? Wrong Content, no Content? Torsten 2009/8/3 Zodal > > > Hi, > > it is not certain what is actually causing the problem, because it is not > the size of attachements, it is not the type of attachements, it is not the > rights. Attachements are stored OK in the system, if I try to open them in > RT it is OK, when I try to forward the message to the same email address, > it > is OK. > > I am using RT 3.8.4, ssmtp, MySQL 5.0.51a, Debian 5.0.2, Apache 2.2.9 > > What other info is needed? > > Thanks, > > Z. > > > Torsten Brumm-3 wrote: > > > > Hi Zodal,some more information would be helpful.. > > > > Torsten > > > > 2009/8/2 Zodal > > > >> > >> Hello, > >> > >> I am using Rt 3.8.4 and if user creates new ticket in QuickCreate, add > >> some > >> attachements and give somebody to Cc, the attachements are broken when > >> they > >> are received. > >> > >> Does anybody have the same issue? > >> > >> Thanks, > >> > >> Z. > >> -- > >> View this message in context: > >> http://www.nabble.com/Broken-attachements-tp24780871p24780871.html > >> Sent from the Request Tracker - User mailing list archive at Nabble.com. > >> > >> ___ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> Community help: http://wiki.bestpractical.com > >> Commercial support: sa...@bestpractical.com > >> > >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >> Buy a copy at http://rtbook.bestpractical.com > >> > > > > > > > > -- > > MFG > > > > Torsten Brumm > > > > http://www.brumm.me > > http://www.elektrofeld.de > > > > ___ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sa...@bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > -- > View this message in context: > http://www.nabble.com/Broken-attachements-tp24780871p24786552.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sa...@bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Broken attachements
Zodal wrote: > > I am using Rt 3.8.4 and if user creates new ticket in QuickCreate, add some > attachements and give somebody to Cc, the attachements are broken when they > are received. > Attachments are being broken in DB or in sent e-mail? -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 Meet us at ITEXPO West 2009 September 2-3, Booth 427 Los Angeles Convention Center ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Broken attachements
Hi, it is not certain what is actually causing the problem, because it is not the size of attachements, it is not the type of attachements, it is not the rights. Attachements are stored OK in the system, if I try to open them in RT it is OK, when I try to forward the message to the same email address, it is OK. I am using RT 3.8.4, ssmtp, MySQL 5.0.51a, Debian 5.0.2, Apache 2.2.9 What other info is needed? Thanks, Z. Torsten Brumm-3 wrote: > > Hi Zodal,some more information would be helpful.. > > Torsten > > 2009/8/2 Zodal > >> >> Hello, >> >> I am using Rt 3.8.4 and if user creates new ticket in QuickCreate, add >> some >> attachements and give somebody to Cc, the attachements are broken when >> they >> are received. >> >> Does anybody have the same issue? >> >> Thanks, >> >> Z. >> -- >> View this message in context: >> http://www.nabble.com/Broken-attachements-tp24780871p24780871.html >> Sent from the Request Tracker - User mailing list archive at Nabble.com. >> >> ___ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sa...@bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > > -- > MFG > > Torsten Brumm > > http://www.brumm.me > http://www.elektrofeld.de > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sa...@bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- View this message in context: http://www.nabble.com/Broken-attachements-tp24780871p24786552.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
