[rt-users] (no subject)

[Dunbar, Brian]

Hello RT_Users,

I have exim4 working to send mails from RT and I am trying to use fetchmail to 
poll exchange and collect the messages.
Fetchmail returns  Fetchmail MDA returned nonzero status 2 in the syslog. I 
also get POP3 Protocol error 19
I look at the exchange account and I can see that fetchmail is reading the 
messages.

Here is the fetchmail config

set daemon 30:
set invisible
set no bouncemail
set syslog

poll mail.server.ca protocol pop3
auth password
username "...@server.ca" password ""
mda "/opt/rt4/bin/rt-mailgate --queue xxx --action correspond --url 
http://xxx/;
no keep
#sslfingerprint "xxx"

Syslog
reading message 
xx...@server.ca@mail.server.ca:9 of 10 
(3310 octets) (log message incomplete)
not flushed

-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] (no subject)

[Andrea Caputto]

Hi, i check the permission and i give 777 for the directory rt and keeps
the error.

[root@rt rt4]# perl -v

This is perl 5, version 16, subversion 3 (v5.16.3) built for
x86_64-linux-thread-multi
(with 28 registered patches, see perl -V for more detail)


El mié., 27 abr. 2016 a las 14:17, Andrea Caputto ()
escribió:

> OK i will check out thanks!
>
> El mié., 27 abr. 2016 a las 10:03, Jim Brandt ()
> escribió:
>
>> First two things to check:
>>
>> 1) Is Apache using the same perl you're using in your shell? Servers can
>> often end up with multiple perl installs.
>>
>> 2) Check permissions and make sure Apache can read the Scope::Upper
>> files. Sometimes modules installed with a particular user, like root,
>> can have permissions set incorrectly so other users/processes can't use
>> them.
>>
>> On 4/26/16 6:18 PM, Andrea Caputto wrote:
>> > Apache versión is 2.4 , Apache + mod perl
>> >
>> > I am upgrading from 4.2.1 to 4.4
>> > El El mar, 26 de abr. de 2016 a las 16:02, Thiago Cristino dos Santos
>> > >
>> escribió:
>> >
>> > Hi,
>> > Andrea, please tell more about your environment :
>> > What's your Apache version ?
>> > RT was running over Apache + mod_perl, apache + fastcgi or apache +
>> > fastcgi + suexec?
>> >
>> >
>> >
>> >
>> > 2016-04-26 15:40 GMT-03:00 Andrea Caputto > > >:
>> >
>> > Hi, i was doing the upgrade, and everything was right, but now
>> > when i try to start apache :
>> >
>> > Logs begin at mar 2016-04-26 12:22:54 UYT, end at mar 2016-04-26
>> > 13:30:01 UYT. --
>> > abr 26 13:29:36 rt. . httpd[7736]:
>> > AH00526: Syntax error on line 25 of /etc/httpd/conf.d/rt.conf:
>> > abr 26 13:29:36 rt. .httpd[7736]:
>> > *Can't locate Scope/Upper.pm in @INC (@INC contains:
>> > /opt/rt4/sbin/../local/li*
>> > abr 26 13:29:36 rt. ...
>> systemd[1]:
>> > httpd.service: main process exited, code=exited,
>> status=1/FAILURE
>> > abr 26 13:29:36 rt.. ... kill[7739]:
>> > kill: cannot find process ""
>> > abr 26 13:29:36 rt.. . systemd[1]:
>> > httpd.service: control process exited, code=exited status=1
>> > abr 26 13:29:36 rt.  systemd[1]:
>> > Failed to start The Apache HTTP Server.
>> >
>> >
>> > [root@rt sbin]# perl -MCPAN -e 'install Scope::Upper'
>> > Reading '/root/.local/share/.cpan/Metadata'
>> >Database was generated on Tue, 26 Apr 2016 16:17:02 GMT
>> > Scope::Upper is up to date (0.28).
>> >
>> >
>> > and testdeps seems ok.
>> > --
>> > Andrea Caputto
>> >
>> > -
>> > RT 4.4 and RTIR Training Sessions
>> https://bestpractical.com/training
>> > * Washington DC - May 23 & 24, 2016
>> >
>> >
>> > --
>> > Andrea Caputto
>> >
>> >
>> > -
>> > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
>> > * Washington DC - May 23 & 24, 2016
>> >
>> -
>> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
>> * Washington DC - May 23 & 24, 2016
>>
> --
> Andrea Caputto
>
-- 
Andrea Caputto
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

Re: [rt-users] (no subject)

[Andrea Caputto]

sorry i i dont know how to check the apache version.

El sáb., 30 abr. 2016 a las 17:39, Andrea Caputto ()
escribió:

> Hi, i check the permission and i give 777 for the directory rt and keeps
> the error.
>
> [root@rt rt4]# perl -v
>
> This is perl 5, version 16, subversion 3 (v5.16.3) built for
> x86_64-linux-thread-multi
> (with 28 registered patches, see perl -V for more detail)
>
>
> El mié., 27 abr. 2016 a las 14:17, Andrea Caputto ()
> escribió:
>
>> OK i will check out thanks!
>>
>> El mié., 27 abr. 2016 a las 10:03, Jim Brandt ()
>> escribió:
>>
>>> First two things to check:
>>>
>>> 1) Is Apache using the same perl you're using in your shell? Servers can
>>> often end up with multiple perl installs.
>>>
>>> 2) Check permissions and make sure Apache can read the Scope::Upper
>>> files. Sometimes modules installed with a particular user, like root,
>>> can have permissions set incorrectly so other users/processes can't use
>>> them.
>>>
>>> On 4/26/16 6:18 PM, Andrea Caputto wrote:
>>> > Apache versión is 2.4 , Apache + mod perl
>>> >
>>> > I am upgrading from 4.2.1 to 4.4
>>> > El El mar, 26 de abr. de 2016 a las 16:02, Thiago Cristino dos Santos
>>> > >
>>> escribió:
>>> >
>>> > Hi,
>>> > Andrea, please tell more about your environment :
>>> > What's your Apache version ?
>>> > RT was running over Apache + mod_perl, apache + fastcgi or apache +
>>> > fastcgi + suexec?
>>> >
>>> >
>>> >
>>> >
>>> > 2016-04-26 15:40 GMT-03:00 Andrea Caputto >> > >:
>>> >
>>> > Hi, i was doing the upgrade, and everything was right, but now
>>> > when i try to start apache :
>>> >
>>> > Logs begin at mar 2016-04-26 12:22:54 UYT, end at mar
>>> 2016-04-26
>>> > 13:30:01 UYT. --
>>> > abr 26 13:29:36 rt. .
>>> httpd[7736]:
>>> > AH00526: Syntax error on line 25 of /etc/httpd/conf.d/rt.conf:
>>> > abr 26 13:29:36 rt. .httpd[7736]:
>>> > *Can't locate Scope/Upper.pm in @INC (@INC contains:
>>> > /opt/rt4/sbin/../local/li*
>>> > abr 26 13:29:36 rt. ...
>>> systemd[1]:
>>> > httpd.service: main process exited, code=exited,
>>> status=1/FAILURE
>>> > abr 26 13:29:36 rt.. ... kill[7739]:
>>> > kill: cannot find process ""
>>> > abr 26 13:29:36 rt.. .
>>> systemd[1]:
>>> > httpd.service: control process exited, code=exited status=1
>>> > abr 26 13:29:36 rt.  systemd[1]:
>>> > Failed to start The Apache HTTP Server.
>>> >
>>> >
>>> > [root@rt sbin]# perl -MCPAN -e 'install Scope::Upper'
>>> > Reading '/root/.local/share/.cpan/Metadata'
>>> >Database was generated on Tue, 26 Apr 2016 16:17:02 GMT
>>> > Scope::Upper is up to date (0.28).
>>> >
>>> >
>>> > and testdeps seems ok.
>>> > --
>>> > Andrea Caputto
>>> >
>>> > -
>>> > RT 4.4 and RTIR Training Sessions
>>> https://bestpractical.com/training
>>> > * Washington DC - May 23 & 24, 2016
>>> >
>>> >
>>> > --
>>> > Andrea Caputto
>>> >
>>> >
>>> > -
>>> > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
>>> > * Washington DC - May 23 & 24, 2016
>>> >
>>> -
>>> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
>>> * Washington DC - May 23 & 24, 2016
>>>
>> --
>> Andrea Caputto
>>
> --
> Andrea Caputto
>
-- 
Andrea Caputto
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

Re: [rt-users] (no subject)

[Andrea Caputto]

OK i will check out thanks!

El mié., 27 abr. 2016 a las 10:03, Jim Brandt ()
escribió:

> First two things to check:
>
> 1) Is Apache using the same perl you're using in your shell? Servers can
> often end up with multiple perl installs.
>
> 2) Check permissions and make sure Apache can read the Scope::Upper
> files. Sometimes modules installed with a particular user, like root,
> can have permissions set incorrectly so other users/processes can't use
> them.
>
> On 4/26/16 6:18 PM, Andrea Caputto wrote:
> > Apache versión is 2.4 , Apache + mod perl
> >
> > I am upgrading from 4.2.1 to 4.4
> > El El mar, 26 de abr. de 2016 a las 16:02, Thiago Cristino dos Santos
> > > escribió:
> >
> > Hi,
> > Andrea, please tell more about your environment :
> > What's your Apache version ?
> > RT was running over Apache + mod_perl, apache + fastcgi or apache +
> > fastcgi + suexec?
> >
> >
> >
> >
> > 2016-04-26 15:40 GMT-03:00 Andrea Caputto  > >:
> >
> > Hi, i was doing the upgrade, and everything was right, but now
> > when i try to start apache :
> >
> > Logs begin at mar 2016-04-26 12:22:54 UYT, end at mar 2016-04-26
> > 13:30:01 UYT. --
> > abr 26 13:29:36 rt. . httpd[7736]:
> > AH00526: Syntax error on line 25 of /etc/httpd/conf.d/rt.conf:
> > abr 26 13:29:36 rt. .httpd[7736]:
> > *Can't locate Scope/Upper.pm in @INC (@INC contains:
> > /opt/rt4/sbin/../local/li*
> > abr 26 13:29:36 rt. ... systemd[1]:
> > httpd.service: main process exited, code=exited, status=1/FAILURE
> > abr 26 13:29:36 rt.. ... kill[7739]:
> > kill: cannot find process ""
> > abr 26 13:29:36 rt.. . systemd[1]:
> > httpd.service: control process exited, code=exited status=1
> > abr 26 13:29:36 rt.  systemd[1]:
> > Failed to start The Apache HTTP Server.
> >
> >
> > [root@rt sbin]# perl -MCPAN -e 'install Scope::Upper'
> > Reading '/root/.local/share/.cpan/Metadata'
> >Database was generated on Tue, 26 Apr 2016 16:17:02 GMT
> > Scope::Upper is up to date (0.28).
> >
> >
> > and testdeps seems ok.
> > --
> > Andrea Caputto
> >
> > -
> > RT 4.4 and RTIR Training Sessions
> https://bestpractical.com/training
> > * Washington DC - May 23 & 24, 2016
> >
> >
> > --
> > Andrea Caputto
> >
> >
> > -
> > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> > * Washington DC - May 23 & 24, 2016
> >
> -
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016
>
-- 
Andrea Caputto
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

Re: [rt-users] (no subject)

[Jim Brandt]

First two things to check:

1) Is Apache using the same perl you're using in your shell? Servers can 
often end up with multiple perl installs.


2) Check permissions and make sure Apache can read the Scope::Upper 
files. Sometimes modules installed with a particular user, like root, 
can have permissions set incorrectly so other users/processes can't use 
them.


On 4/26/16 6:18 PM, Andrea Caputto wrote:

Apache versión is 2.4 , Apache + mod perl

I am upgrading from 4.2.1 to 4.4
El El mar, 26 de abr. de 2016 a las 16:02, Thiago Cristino dos Santos
> escribió:

Hi,
Andrea, please tell more about your environment :
What's your Apache version ?
RT was running over Apache + mod_perl, apache + fastcgi or apache +
fastcgi + suexec?




2016-04-26 15:40 GMT-03:00 Andrea Caputto >:

Hi, i was doing the upgrade, and everything was right, but now
when i try to start apache :

Logs begin at mar 2016-04-26 12:22:54 UYT, end at mar 2016-04-26
13:30:01 UYT. --
abr 26 13:29:36 rt. . httpd[7736]:
AH00526: Syntax error on line 25 of /etc/httpd/conf.d/rt.conf:
abr 26 13:29:36 rt. .httpd[7736]:
*Can't locate Scope/Upper.pm in @INC (@INC contains:
/opt/rt4/sbin/../local/li*
abr 26 13:29:36 rt. ... systemd[1]:
httpd.service: main process exited, code=exited, status=1/FAILURE
abr 26 13:29:36 rt.. ... kill[7739]:
kill: cannot find process ""
abr 26 13:29:36 rt.. . systemd[1]:
httpd.service: control process exited, code=exited status=1
abr 26 13:29:36 rt.  systemd[1]:
Failed to start The Apache HTTP Server.


[root@rt sbin]# perl -MCPAN -e 'install Scope::Upper'
Reading '/root/.local/share/.cpan/Metadata'
   Database was generated on Tue, 26 Apr 2016 16:17:02 GMT
Scope::Upper is up to date (0.28).


and testdeps seems ok.
--
Andrea Caputto

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


--
Andrea Caputto


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


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

Re: [rt-users] (no subject)

[Andrea Caputto]

Apache versión is 2.4 , Apache + mod perl

I am upgrading from 4.2.1 to 4.4
El El mar, 26 de abr. de 2016 a las 16:02, Thiago Cristino dos Santos <
thiago.crist...@gmail.com> escribió:

> Hi,
> Andrea, please tell more about your environment :
> What's your Apache version ?
> RT was running over Apache + mod_perl, apache + fastcgi or apache +
> fastcgi + suexec?
>
>
>
>
> 2016-04-26 15:40 GMT-03:00 Andrea Caputto :
>
>> Hi, i was doing the upgrade, and everything was right, but now when i try
>> to start apache :
>>
>> Logs begin at mar 2016-04-26 12:22:54 UYT, end at mar 2016-04-26 13:30:01
>> UYT. --
>> abr 26 13:29:36 rt. . httpd[7736]: AH00526:
>> Syntax error on line 25 of /etc/httpd/conf.d/rt.conf:
>> abr 26 13:29:36 rt. .httpd[7736]: *Can't
>> locate Scope/Upper.pm in @INC (@INC contains: /opt/rt4/sbin/../local/li*
>> abr 26 13:29:36 rt. ... systemd[1]:
>> httpd.service: main process exited, code=exited, status=1/FAILURE
>> abr 26 13:29:36 rt.. ... kill[7739]: kill:
>> cannot find process ""
>> abr 26 13:29:36 rt.. . systemd[1]:
>> httpd.service: control process exited, code=exited status=1
>> abr 26 13:29:36 rt.  systemd[1]: Failed to
>> start The Apache HTTP Server.
>>
>>
>> [root@rt sbin]# perl -MCPAN -e 'install Scope::Upper'
>> Reading '/root/.local/share/.cpan/Metadata'
>>   Database was generated on Tue, 26 Apr 2016 16:17:02 GMT
>> Scope::Upper is up to date (0.28).
>>
>>
>> and testdeps seems ok.
>> --
>> Andrea Caputto
>>
>> -
>> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
>> * Washington DC - May 23 & 24, 2016
>>
>>
> --
Andrea Caputto
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

Re: [rt-users] (no subject)

[Thiago Cristino dos Santos]

Hi,
Andrea, please tell more about your environment :
What's your Apache version ?
RT was running over Apache + mod_perl, apache + fastcgi or apache + fastcgi
+ suexec?




2016-04-26 15:40 GMT-03:00 Andrea Caputto :

> Hi, i was doing the upgrade, and everything was right, but now when i try
> to start apache :
>
> Logs begin at mar 2016-04-26 12:22:54 UYT, end at mar 2016-04-26 13:30:01
> UYT. --
> abr 26 13:29:36 rt. . httpd[7736]: AH00526:
> Syntax error on line 25 of /etc/httpd/conf.d/rt.conf:
> abr 26 13:29:36 rt. .httpd[7736]: *Can't
> locate Scope/Upper.pm in @INC (@INC contains: /opt/rt4/sbin/../local/li*
> abr 26 13:29:36 rt. ... systemd[1]:
> httpd.service: main process exited, code=exited, status=1/FAILURE
> abr 26 13:29:36 rt.. ... kill[7739]: kill:
> cannot find process ""
> abr 26 13:29:36 rt.. . systemd[1]:
> httpd.service: control process exited, code=exited status=1
> abr 26 13:29:36 rt.  systemd[1]: Failed to
> start The Apache HTTP Server.
>
>
> [root@rt sbin]# perl -MCPAN -e 'install Scope::Upper'
> Reading '/root/.local/share/.cpan/Metadata'
>   Database was generated on Tue, 26 Apr 2016 16:17:02 GMT
> Scope::Upper is up to date (0.28).
>
>
> and testdeps seems ok.
> --
> Andrea Caputto
>
> -
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016
>
>
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

[rt-users] (no subject)

[Andrea Caputto]

Hi, i was doing the upgrade, and everything was right, but now when i try
to start apache :

Logs begin at mar 2016-04-26 12:22:54 UYT, end at mar 2016-04-26 13:30:01
UYT. --
abr 26 13:29:36 rt. . httpd[7736]: AH00526:
Syntax error on line 25 of /etc/httpd/conf.d/rt.conf:
abr 26 13:29:36 rt. .httpd[7736]: *Can't
locate Scope/Upper.pm in @INC (@INC contains: /opt/rt4/sbin/../local/li*
abr 26 13:29:36 rt. ... systemd[1]:
httpd.service: main process exited, code=exited, status=1/FAILURE
abr 26 13:29:36 rt.. ... kill[7739]: kill: cannot
find process ""
abr 26 13:29:36 rt.. . systemd[1]:
httpd.service: control process exited, code=exited status=1
abr 26 13:29:36 rt.  systemd[1]: Failed to
start The Apache HTTP Server.


[root@rt sbin]# perl -MCPAN -e 'install Scope::Upper'
Reading '/root/.local/share/.cpan/Metadata'
  Database was generated on Tue, 26 Apr 2016 16:17:02 GMT
Scope::Upper is up to date (0.28).


and testdeps seems ok.
-- 
Andrea Caputto
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

[rt-users] (no subject)

[Steve Hanselman]

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[rt-users] Assign Subject On Create

[Kevin Holleran]

Hello,

I want to write a custom script at OnCreate that sets the subject of the
new Ticket.

Our Subject format starts with:

-MM-: [TEXT] where YY is the year, MM is the month, and  is a
incrementing number.

So in pseudo code, I would like to say

(y,m,d) = getDate(Y-m-d).split('-')
last_ticket_subj = last_created_ticket().split(':')[0]
(ly,lm,lx) = split('-')
if (y==ly AND m==lm):

self-Ticket-subject = y-m-0001:
else
self-Ticket-subject = y-m-0001:
-- 
RT Training November 4  5 Los Angeles
http://bestpractical.com/training

Re: [rt-users] Assign Subject On Create

[Kevin Holleran]

Sorry, hit the wrong button and sent early...

Hello,

I want to write a custom script at OnCreate that sets the subject of the
new Ticket.

Our Subject format starts with:

-MM-: [TEXT] where YY is the year, MM is the month, and  is a
incrementing number.

So in pseudo code, I would like to say

(y,m,d) = getDate(Y-m-d).split('-')
last_ticket_subj = last_created_ticket().split(':')[0]
(ly,lm,lx) = split('-')
if (y==ly AND m==lm):
newx = (int)lx + 1
self-Ticket-subject = y-m-newx:
else
self-Ticket-subject = y-m-0001:


I know that this is not functional code but I think it gets the point
across.  How do I get the last ticket subject out of RT and how do I set
the new tickets subject?

Thanks for your help and sorry for the two emails.
-- 
RT Training November 4  5 Los Angeles
http://bestpractical.com/training

Re: [rt-users] Assign Subject On Create

[Kevin Holleran]

I got this working but I just created a user in the DB that only has rights
to read the Subject  ID and worked from there.

Thanks.


--
Kevin Holleran
Master of Science, Computer Information Systems
Grand Valley State University
Master of Business Administration
Western Michigan University
CISSP, GISP, GXPN, GCFA, GCFE, PCIP, PCI ISA, Cisco CCNA, ICCP ISA,
Microsoft MCSA

If you have responsibility for security, but no authority to make changes,
then you're just there to take the blame when something goes wrong Gene
Spafford - Spafford's First Law of Security

Do today what others won't, do tomorrow what others can't - SEALFit

We are what we repeatedly do. Excellence, then, is not an act, but a
habit. - Aristotle

On Fri, Oct 3, 2014 at 1:38 PM, Kevin Holleran holleran.ke...@gmail.com
wrote:

 Sorry, hit the wrong button and sent early...

 Hello,

 I want to write a custom script at OnCreate that sets the subject of the
 new Ticket.

 Our Subject format starts with:

 -MM-: [TEXT] where YY is the year, MM is the month, and  is a
 incrementing number.

 So in pseudo code, I would like to say

 (y,m,d) = getDate(Y-m-d).split('-')
 last_ticket_subj = last_created_ticket().split(':')[0]
 (ly,lm,lx) = split('-')
 if (y==ly AND m==lm):
 newx = (int)lx + 1
 self-Ticket-subject = y-m-newx:
 else
 self-Ticket-subject = y-m-0001:


 I know that this is not functional code but I think it gets the point
 across.  How do I get the last ticket subject out of RT and how do I set
 the new tickets subject?

 Thanks for your help and sorry for the two emails.


-- 
RT Training November 4  5 Los Angeles
http://bestpractical.com/training

Re: [rt-users] Duplicate Subject: line in some tickets

[Kevin Falcone]

Please don't CC both rt-users and rt-devel, pick one.

On Wed, Sep 17, 2014 at 02:07:09PM -0700, Brian McNally wrote:
 I recently upgraded RT from 3.6.6 - 3.8 - 4.2.7 and I've noticed that some
 (it seems to be new) tickets have two Subject: lines in them. For example,
 when looking at the full headers for a message, I see:
 
 Subject: Re: [GS #58207] This is a test ticket
 Subject: Re: [GS #58207] This is a test ticket
 
 These same duplicate headers appear in the web UI. Could this be a bug with
 ticket creation?
 

All tickets or some tickets?
How are the tickets created?
What customizations / plugins do you have?
Are you using HTML templates?
Please show some full headers.

-kevin


pgpDAjLfEIBFW.pgp
Description: PGP signature
-- 
RT Training November 4  5 Los Angeles
http://bestpractical.com/training

[rt-users] Duplicate Subject: line in some tickets

[Brian McNally]

I recently upgraded RT from 3.6.6 - 3.8 - 4.2.7 and I've noticed that 
some (it seems to be new) tickets have two Subject: lines in them. For 
example, when looking at the full headers for a message, I see:


Subject: Re: [GS #58207] This is a test ticket
Subject: Re: [GS #58207] This is a test ticket

These same duplicate headers appear in the web UI. Could this be a bug 
with ticket creation?


Thanks,

--
RT Training - Boston, September 9-10
http://bestpractical.com/training

[rt-users] (no subject)

[Anjiallepu5]

how many rats dallar 
Howmuch riyals
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[rt-users] (no subject)

[Sears, Mark]

unsubscribe

Thanks,
Mark Sears - CISSP-M.S. IA
Principal Information Security Analyst
 [cid:image001.png@01CE728F.61780B30]
12249 Science Drive Suite 160
Orlando, FL 32826
office: (407) 541-4062
fax: (407) 380-3823
mark.se...@gdit.commailto:mark.se...@gdit.com
www.gdit.comhttp://www.gdit.com/



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[rt-users] (no subject)

[Kevin Curtis]

Hi,
I have searched hard for the answer to this one, but haven't seen it yet, 
maybe someone can point me in the right direction.

We have RT version 4.2.1 installed on Ubuntu 12.04.  The main mailbox is on a 
Windows Exchange server, and we use fetchmail to get the mail every minute or 
so.  Mail sent by RT goes through sendmail.

We use RT as a Ticket handling tool for customer problems.  Our inhouse support 
staff use Office Outlook version 12.  The email client composes html formatted 
email.

The problem that I have spent the last week trying to solve is that the emails 
sent out have an exclamation marks ! inserted into them at various places.

Now I have tracked down that the sendmail tool is doing this because some of 
the lines are longer than the maximum line length supported by SMTP (990 
characters).

And I have also tracked down that the Office Outlook email client is creating 
the long lines when html is chosen as the message format.  (It doesn't appear 
to be a problem with rtf or plain text).

I know the problem isn't in RT itself, but our configuration must so typical of 
many RT installations that I can't believe that we are the first to see this 
problem, and that there isn't a solution already out there somewhere.  If 
someone knows what it is then I'd be pleased to hear it.

I am not an expert in any of the component parts (fetchmail, sendmail or RT), 
but it seemed to me the best place to try and solve the issue was in the 
fetchmail/mailgate interface.  So I have added a new method to EmailParser.pm.

I have used the RescueOutlook method as a template and I have tried to break 
lines (using the perl Text::Wrap) but this doesn't seem to be doing the job.  
It looks like what I really need to do is process just the text/html section of 
the email and be a bit more intelligent about where the line breaks are placed. 
 At the moment it's just if the line is greater than 132 characters.

It's been quite a steep learning curve this week!  And it looks like it will 
take me a long time to get this fixed using the method I have chosen.  I hope 
that there is already a fix.

Thanks in Advance

Kevin Curtis
Farsite Communications.

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[rt-users] Change Subject When Resolving

[Nathan Baker]

Hello Everyone,

We recently noticed that if you change the subject of a ticket while you
are resolving it, the change does not take effect.  I've noticed this for
RT 4.0.6 and 4.0.17, although I haven't been able to try it on 4.2.x yet.
 Can anyone confirm if this is a bug or if it's something mis-configured?

Thanks,
Nate

Re: [rt-users] Change Subject When Resolving

[Tim Wiley]

On 01/09/2014 01:10 PM, Nathan Baker wrote:

Hello Everyone,

We recently noticed that if you change the subject of a ticket while you
are resolving it, the change does not take effect.  I've noticed this
for RT 4.0.6 and 4.0.17, although I haven't been able to try it on 4.2.x
yet.  Can anyone confirm if this is a bug or if it's something
mis-configured?

Thanks,
Nate


As far as I understand it, changing the subject line when resolving, 
commenting  replying will only set it for that transaction.  To change 
it permanently you'll want to change it via the ticket details.

Re: [rt-users] Change Subject When Resolving

[Nathan Baker]

That makes sense.  I might try to create a Scrip to update the ticket
subject, since it would be very convenient for this particular application.

Thanks!


On Thu, Jan 9, 2014 at 4:16 PM, Tim Wiley t...@marchex.com wrote:

 On 01/09/2014 01:10 PM, Nathan Baker wrote:

 Hello Everyone,

 We recently noticed that if you change the subject of a ticket while you
 are resolving it, the change does not take effect.  I've noticed this
 for RT 4.0.6 and 4.0.17, although I haven't been able to try it on 4.2.x
 yet.  Can anyone confirm if this is a bug or if it's something
 mis-configured?

 Thanks,
 Nate


 As far as I understand it, changing the subject line when resolving,
 commenting  replying will only set it for that transaction.  To change it
 permanently you'll want to change it via the ticket details.

[rt-users] (no subject)

[David T Grayston]

Hi,

RT: 4.0.7

I’m trying to include the html
version of the Transaction Content in response template but only getting the
text version. Template code is something like this, 

Content-Type: text/html 

RT-Attach-Message: yes

Subject: [Update]
{$Ticket-Subject}{$Transaction-Content(Type
= 'text/html')}



After some tbshooting what I
think is affected us is all of our emails include an image in the sig area. The
image looks to be processed as an html attachment when RT sends the replies out
on the template. Noted by someone back in 2005, that because there is an html
attachment the RT code assumes its included the needed html Content() .



“I looked code of ContentObj method in Transaction_Overlay.pm
According to code it just test first attachment in attachment list. And 
don't test rest attachments.”



When I test without the image in
the signature area the html Content is correctly included which seems to
confirm it’s the problem.

Are newer versions of RT
handling this situation better or are there suggested workarounds?

Thanks, David

--

David T. Grayston

Systems &
Database Administrator, Application Development

University of
Washington School of Public Health

Office of the
Dean

Re: [rt-users] (no subject)

[Odhiambo Washington]

On 27 March 2013 01:38, Sergio Mesquita sergio.mesqui...@gmail.com wrote:

 Dear Sirs!

 Can you help me in one question.

 I try to configure send email to an account, so this can create
 automaticaly ticket on RT.
 I have exchange, where I have my account and postfix on RT System.

 I can create local tickets, works fine.

 But by this way don´t work.

 I configure on /etc/aliases

 helpdesk: |/opt/rt4/bin/rt-mailgate --queue helpdesk --action correspond
 --url http://192.168.254.190/rt;


 Can you give me some help.
 Need help urgently.


Which installation guide were you following and where do you find them
wanting?
What error message are you getting when you say this way don't work?
What errors does Postfix show?
What errors does Apache show?

There is nothing _urgent_ when you provide no clues as to what you're doing.


-- 
Best regards,
Odhiambo WASHINGTON,
Nairobi,KE
+254733744121/+254722743223
I can't hear you -- I'm using the scrambler.

[rt-users] (no subject)

[Raymond Corbett]

We are using RT 4.0.10

I wander if anyone else gets this behavior.  which confuses some of our 
users...

The Drop Down Selection menu beside the New ticket In widget button doesn't 
maintain the selection.

For example let's say there are 6 queues there,  queue_1, queue_2 , queue_3 etc.

The user selects  queue_5 in the list.  The drop down displays this as the 
selection for about 2 seconds and then immediately defaults back to the first 
selection in the list.

The queue being submitted to is correct, but users are confused, because by the 
time they click on the New Ticket IN button, the selection form the pull down 
menu has already reverted back to the first entry in the list and they try to 
change it again and again.

Also
I am wandering which file controls the size of the Pull Down Menu width.  Our 
Queue names are a bit long and some are similar.  So just hope to change the 
width of the field so that the Queue names are easier to read when the pull 
down is not accessed.




[ARC]http://www.arcproductions.com/

Ray Corbett  Technology Projects Manager

p: 416.682.5200 x5232  | f: 416.682.5209
Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4
www.arcproductions.comhttp://www.arcproductions.com



inline: image001.gif

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Re: [rt-users] (no subject)

[Jim Berry]

One possible adjustment is to try to make it obvious into which queue the new 
ticket will be placed.   We change the page title so that it is Create a 
ticket in the QName Queue.   Even though the drop down snaps back to the 
default, the user will see  QName Queue in about 4 places (including an h1, 
which is enough to reassure whoever is creating the ticket.   We do it via a 
simple callback:

% cat local/html/Callbacks/jhb/Ticket/Create.html/Default

%init
#  When creating a ticket, display Queue Name in title
$$title = Create a ticket in the  . $QueueObj-Name .  Queue;
/%init
%args
$QueueObj
$title
/%args

--
Jim


From: Raymond Corbett 
[mailto:raymond.corb...@arcproductions.com]mailto:[mailto:raymond.corb...@arcproductions.com]
Sent: Tuesday, March 05, 2013 11:36 AM
To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
Subject: [rt-users] (no subject)

We are using RT 4.0.10

I wander if anyone else gets this behavior.  which confuses some of our 
users...

The Drop Down Selection menu beside the New ticket In widget button doesn't 
maintain the selection.

For example let's say there are 6 queues there,  queue_1, queue_2 , queue_3 etc.

The user selects  queue_5 in the list.  The drop down displays this as the 
selection for about 2 seconds and then immediately defaults back to the first 
selection in the list.

The queue being submitted to is correct, but users are confused, because by the 
time they click on the New Ticket IN button, the selection form the pull down 
menu has already reverted back to the first entry in the list and they try to 
change it again and again.

Also
I am wandering which file controls the size of the Pull Down Menu width.  Our 
Queue names are a bit long and some are similar.  So just hope to change the 
width of the field so that the Queue names are easier to read when the pull 
down is not accessed.





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Re: [rt-users] Both 'subject' and 'body' of an email ticket searchable via RT's web interface?

[Thomas Sibley]

On 02/04/2013 03:36 PM, Subin wrote:
I'd like to fulltext search for patterns/words both in the 'subject' and 
 'body'of an email ticket
from the RT's web interface 'Search' box. Is it possible with the above 
 configs of sql_query*? If
not please let me know what more should I need to add?

Most of the time true full-text indexing isn't needed for the Subject
since it's a normally indexed string with a max length.  I'd suggest
first approaching this by extending RT::Search::Googleish with an
overlay that instead of defaulting unknown and quoted words to Subject
searches, defaults them to Subject OR Content searches.  This will do
what you mean, and should be fairly simple.  I know we've done it for
support clients.  RT::Search::Googleish was written to be extensible
with minimal effort.

Thomas

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Re: [rt-users] Both 'subject' and 'body' of an email ticket searchable via RT's web interface?

[Subin]

On Tuesday 05 February 2013 05:21 AM, Thomas Sibley wrote:

On 02/04/2013 03:36 PM, Subin wrote:

I'd like to fulltext search for patterns/words both in the 'subject' and 
'body'of an email ticket
from the RT's web interface 'Search' box. Is it possible with the above 
configs of sql_query*? If
not please let me know what more should I need to add?

Most of the time true full-text indexing isn't needed for the Subject
since it's a normally indexed string with a max length.  I'd suggest
first approaching this by extending RT::Search::Googleish with an
overlay that instead of defaulting unknown and quoted words to Subject
searches, defaults them to Subject OR Content searches.  This will do
what you mean, and should be fairly simple.  I know we've done it for
support clients.  RT::Search::Googleish was written to be extensible
with minimal effort.

Thomas

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I just searched the documentation on how to do this. I'm not able to find
any other than a brief description about RT::Search::Googleish here:

http://bestpractical.com/rt/docs/4.0/RT/Search/Googleish.html

Thanks,
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[rt-users] (no subject)

[Telmo Cardoso]

Hi,

I apologize for the abominations I'll probably say :)

I was put in charge of administrating an RT 4 installation (already
installed) and I have no knowledge of Perl.

I configured all that I could using the admin access, but now I also need
to work with SLA using business days only. I have found
http://requesttracker.wikia.com/wiki/DueDateinBusinessHours that I can
use/adapt in my needs, but it uses Business::Hours library, that I have no
idea on how to install.

I have requested and ssh (not root) request to server. So any help in next
steps?

Also I'll need to remove the time tickets are stalled from the due time
(because that will depend on client and not on our side). Any idea if any
scrips was already done for it?

Thanks,
   Telmo Cardoso

We're hiring! http://bestpractical.com/jobs

Re: [rt-users] (no subject)

[Ruslan Zakirov]

Hi,

Have you considered RT::Extension::SLA [1]?

[1] 
http://search.cpan.org/~tsibley/RT-Extension-SLA-0.07/lib/RT/Extension/SLA.pm

On Mon, Nov 26, 2012 at 4:15 PM, Telmo Cardoso telmo.card...@gmail.com wrote:
 Hi,

 I apologize for the abominations I'll probably say :)

 I was put in charge of administrating an RT 4 installation (already
 installed) and I have no knowledge of Perl.

 I configured all that I could using the admin access, but now I also need to
 work with SLA using business days only. I have found
 http://requesttracker.wikia.com/wiki/DueDateinBusinessHours that I can
 use/adapt in my needs, but it uses Business::Hours library, that I have no
 idea on how to install.

 I have requested and ssh (not root) request to server. So any help in next
 steps?

 Also I'll need to remove the time tickets are stalled from the due time
 (because that will depend on client and not on our side). Any idea if any
 scrips was already done for it?

 Thanks,
Telmo Cardoso
 
 We're hiring! http://bestpractical.com/jobs




-- 
Best regards, Ruslan.

We're hiring! http://bestpractical.com/jobs

Re: [rt-users] (no subject)

[Ruslan Zakirov]

On Mon, Nov 26, 2012 at 7:13 PM, Telmo Cardoso telmo.card...@gmail.com wrote:
 I'v seen that also, but remember I'm a newb. So I think installing an
 extension and learning to work with it could be more trouble than installing
 a small library and using an existent scrips.

 Can you send the commands one need to run in order to install the library?
 And what service I need to restart, if any.

download tar.gz
tar -xzvf RT-Extension-...
cd RT-Extension-SLA-...

follow:
http://search.cpan.org/~tsibley/RT-Extension-SLA-0.07/lib/RT/Extension/SLA.pm#INSTALL

restart web server.

 Thanks

Telmo Cardoso

-- 
Best regards, Ruslan.

We're hiring! http://bestpractical.com/jobs

[rt-users] (no subject)

[April Rosenberg]

Good afternoon,



I am just trying to get RT up and running.  I am getting an odd error while
using fetchmail to grab email from Gmail.  I am running RT 4.0.1 on Ubuntu
10.04.  below are  my fectmailrc file and the fetchmail log file.  I have
daemon commented out so I could run the command by hand to try and
troubleshoot the problem.  I have been searching, but I haven’t found any
information about the DistinctFieldValues field or why it would be causing
problems.  Any help would be greatly appreciated.  Thanks!



April



/etc/fetchmailrc:



#set daemon 60

set invisible

set no bouncemail

set no syslog

set logfile /var/log/fetchmail.log

poll imap.gmail.com protocol IMAP username @.*** password 
mda /usr/bin/rt-mailgate --queue HelpDesk --action correspond --url
http://localhost/rt --debug no keep options ssl





/var/log/fetchmail.log:

RT server error.



The RT server which handled your email did not behave as expected. It

said:



Can't locate object method DistinctFieldValues via package RT::Queues
at /usr/share/request-tracker4/lib/RT/System.pm line 236.



Stack:

  [/usr/share/request-tracker4/lib/RT/System.pm:236]

  [/usr/share/request-tracker4/lib/RT/Interface/Email.pm:1197]

  [/usr/share/request-tracker4/lib/RT/Interface/Email.pm:1410]

  [/usr/share/request-tracker4/html/REST/1.0/NoAuth/mail-gateway:61]



fetchmail: reading message @.***@gmail-imap.l.google.com:1 of 1
(2289 header octets) (1341 body octets) (log message incomplete)fetchmail:
MDA returned nonzero status 75

fetchmail:  not flushed

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* Boston — March 5  6, 2012

Re: [rt-users] (no subject)

[Thomas Sibley]

On 02/29/2012 03:43 PM, April Rosenberg wrote:
 Can't locate object method DistinctFieldValues via package
 RT::Queues at /usr/share/request-tracker4/lib/RT/System.pm line 236.

This indicates your version of DBIx::SearchBuilder is older than 1.59.
What does:

perl -e 'use DBIx::SearchBuilder '

report?

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Re: [rt-users] (no subject)

[April Rosenberg]

DBIx::SearchBuilder version  required--this is only version 1.56 at -e
line 1.
BEGIN failed--compilation aborted at -e line 1.

Thank you!  I will look at upgrading that!

-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Thomas
Sibley
Sent: Wednesday, February 29, 2012 12:49 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] (no subject)

On 02/29/2012 03:43 PM, April Rosenberg wrote:
 Can't locate object method DistinctFieldValues via package
 RT::Queues at /usr/share/request-tracker4/lib/RT/System.pm line 236.

This indicates your version of DBIx::SearchBuilder is older than 1.59.
What does:

perl -e 'use DBIx::SearchBuilder '

report?

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* Boston  March 5  6, 2012

Re: [rt-users] (no subject)

[Thomas Sibley]

On 02/29/2012 04:02 PM, April Rosenberg wrote:
 DBIx::SearchBuilder version  required--this is only version 1.56 at -e
 line 1.
 BEGIN failed--compilation aborted at -e line 1.
 
 Thank you!  I will look at upgrading that!

While this is indeed the problem, I'd be concerned about other module
versions too.  What version of the Ubuntu package are you using?

sudo apt-cache policy request-tracker4

How did you install RT?  The Ubuntu package should have made sure
DBIx::SearchBuilder was up to date...

Thomas

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5  6, 2012

Re: [rt-users] (no subject)

[April Rosenberg]

That did fix it.  We had built our own 4.0.1 last fall (but the project
was deprioritized) when there wasn't an Ubuntu package yet.  Since we were
having errors (This one and a couple of others) we were looking at making
a 4.0.5 based off the 4.0.4 package.

April

-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Thomas
Sibley
Sent: Wednesday, February 29, 2012 1:33 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] (no subject)

On 02/29/2012 04:02 PM, April Rosenberg wrote:
 DBIx::SearchBuilder version  required--this is only version 1.56
 at -e line 1.
 BEGIN failed--compilation aborted at -e line 1.

 Thank you!  I will look at upgrading that!

While this is indeed the problem, I'd be concerned about other module
versions too.  What version of the Ubuntu package are you using?

sudo apt-cache policy request-tracker4

How did you install RT?  The Ubuntu package should have made sure
DBIx::SearchBuilder was up to date...

Thomas

RT Training Sessions (http://bestpractical.com/services/training.html)
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* Boston  March 5  6, 2012

Re: [rt-users] (no subject)

[Thomas Sibley]

On 02/29/2012 04:43 PM, April Rosenberg wrote:
 That did fix it.  We had built our own 4.0.1 last fall (but the project
 was deprioritized) when there wasn't an Ubuntu package yet.  Since we were
 having errors (This one and a couple of others) we were looking at making
 a 4.0.5 based off the 4.0.4 package.

There's a 4.0.5 package in Debian's stable backports (squeeze-backports)
repo.  Adding squeeze-backports to your apt config and installing RT
from it may be worthwhile.

http://packages.debian.org/squeeze-backports/request-tracker4

We work closely with the Debian package maintainer and updates tend to
hit there sooner.

Thomas

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* Boston  March 5  6, 2012

Re: [rt-users] Set Subject in if/then clause

[Giuseppe Sollazzo]

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

On 01/02/12 19:19, Kevin Falcone wrote:


 Guiseppe - for reference, the syntax Gerard gave you came from the
 fact that RT's templates are Text::Templates and you can read more
 about them on CPAN:

 http://search.cpan.org/dist/Text-Template/lib/Text/Template.pm


Hi Kevin - that's what I was missing! This is very useful for further
developments. Many thanks!

G

 -kevin


 
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 * Boston ? March 5  6, 2012


- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

-BEGIN PGP SIGNATURE-
Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

iQEcBAEBAgAGBQJPKk6LAAoJEAqigArPBfJXnrUH/12aMtr+ZDAr7nz6vXES730K
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KuqcmgKgF6GUfPNXsn8nDQ6VfMgmoAPpBdk1JaB2fsBkf6ejT3SWftq1uzePcy+k
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=rtya
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* Boston — March 5  6, 2012

[rt-users] Set Subject in if/then clause

[Giuseppe Sollazzo]

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Hi,
I'm trying to set up a different subject for different queues in the
same template (autoreply). This doesn't seem to work:

{
if ($Ticket-QueueObj-Name eq 'Work Queue') {
Subject: Helpdesk Job Logged: {$Ticket-Subject}
Output this;
}
elsif ($Ticket-QueueObj-Name eq 'Task Queue') {
Subject: Support Job Logged: {$Ticket-Subject}
Output that;
}
else {
Output other;
}
}

Is there a way to get this work?

Thanks,
Giuseppe

- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

-BEGIN PGP SIGNATURE-
Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

iQEcBAEBAgAGBQJPKRwCAAoJEAqigArPBfJXFCwH/iHe/oMnhx4fUV3AT4r55VFM
PZHTLycb7mgsG1Nd4N0aIV3EQoGLIXe2YH1GaJIHLbs58q49r/fhzghjRYSGAYDt
byk1NZGSXbItHwKM5D/cHX6xp/4SYDEeybtgCRbYKI51WsGIc7pX71TRjqQfNspv
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=OqSg
-END PGP SIGNATURE-


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* Boston  March 5  6, 2012

Re: [rt-users] Set Subject in if/then clause

[Joe Harris]

I am pretty sure you can define that on the queue edit screen. I set up 
different subject prefixes per queue when I created them. As long as it is a 
per queue difference and not changes within a queue based on something else. 

Someone correct me if I'm wrong. 

Sent from my mobile device. 

On Feb 1, 2012, at 6:03 AM, Giuseppe Sollazzo gsoll...@sgul.ac.uk wrote:

 
 -BEGIN PGP SIGNED MESSAGE-
 Hash: SHA1
 
 Hi,
 I'm trying to set up a different subject for different queues in the
 same template (autoreply). This doesn't seem to work:
 
 {
 if ($Ticket-QueueObj-Name eq 'Work Queue') {
 Subject: Helpdesk Job Logged: {$Ticket-Subject}
 Output this;
 }
 elsif ($Ticket-QueueObj-Name eq 'Task Queue') {
 Subject: Support Job Logged: {$Ticket-Subject}
 Output that;
 }
 else {
 Output other;
 }
 }
 
 Is there a way to get this work?
 
 Thanks,
 Giuseppe
 
 - -- 
 
 
 Giuseppe Sollazzo
 Senior Systems Analyst
 Computing Services
 Information Services
 St. George's, University Of London
 Cranmer Terrace
 London SW17 0RE
 
 Email: gsoll...@sgul.ac.uk
 Direct Dial: +44 20 8725 5160
 Fax: +44 20 8725 3583
 
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 Version: GnuPG v1.4.10 (GNU/Linux)
 Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/
 
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 RT Training Sessions (http://bestpractical.com/services/training.html)
 * Boston  March 5  6, 2012

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5  6, 2012

Re: [rt-users] Set Subject in if/then clause

[Giuseppe Sollazzo]

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

On 01/02/12 12:03, Joe Harris wrote:
 I am pretty sure you can define that on the queue edit screen. I
 set up different subject prefixes per queue when I created them. As
 long as it is a per queue difference and not changes within a queue
 based on something else.

 Someone correct me if I'm wrong.

 Sent from my mobile device.

Hi Joe,

thanks for that. Your suggestion changes only the SubjectTag, though.

What I'd like to understand is if my solution can be made to work - or
if there's any reason why it shouldn't. I might need to do more
versatile stuff than just adapting the Subject in that very simple
way, so if there's anyone who can recommend how to do so, please let
me know.

Thanks,
Giuseppe


 On Feb 1, 2012, at 6:03 AM, Giuseppe Sollazzo gsoll...@sgul.ac.uk
 wrote:


 Hi, I'm trying to set up a different subject for different queues
 in the same template (autoreply). This doesn't seem to work:

 { if ($Ticket-QueueObj-Name eq 'Work Queue') { Subject: Helpdesk
 Job Logged: {$Ticket-Subject} Output this; } elsif
 ($Ticket-QueueObj-Name eq 'Task Queue') { Subject: Support Job
 Logged: {$Ticket-Subject} Output that; } else { Output other;
 } }

 Is there a way to get this work?

 Thanks, Giuseppe


- 
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5  6, 2012

- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

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RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5  6, 2012

Re: [rt-users] Set Subject in if/then clause

[Gerard FENELON]

Hi Giuseppe

what is your definition of This doesn't seem to work ?
what is the (bad) behaviour that you are seeing ?
Does an email get sent or not ?
What is its subject line and content ?
Anything in the logs ?

Gerard

On 2012-02-01 12:03, Giuseppe Sollazzo wrote:

Hi,
I'm trying to set up a different subject for different queues in the
same template (autoreply). This doesn't seem to work:

{
if ($Ticket-QueueObj-Name eq 'Work Queue') {
Subject: Helpdesk Job Logged: {$Ticket-Subject}
Output this;
}
elsif ($Ticket-QueueObj-Name eq 'Task Queue') {
Subject: Support Job Logged: {$Ticket-Subject}
Output that;
}
else {
Output other;
}
}

Is there a way to get this work?

Thanks,
Giuseppe



RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5  6, 2012

Re: [rt-users] Set Subject in if/then clause

[Giuseppe Sollazzo]

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

On 01/02/12 13:08, Gerard FENELON wrote:
 Hi Giuseppe

 what is your definition of This doesn't seem to work ? what is
 the (bad) behaviour that you are seeing ? Does an email get sent or
 not ? What is its subject line and content ? Anything in the logs
 ?

 Gerard


Hi Gerard,

I should have been clearer but I thought it was evident: the Subject
line is not valid Perl, so you can't compile a script built that way.

The question is if there's a standard way to add that directive (a
non-Perl one) within the if-clause.


Thanks,
Giuseppe


 On 2012-02-01 12:03, Giuseppe Sollazzo wrote:
 Hi, I'm trying to set up a different subject for different queues
 in the same template (autoreply). This doesn't seem to work:

 { if ($Ticket-QueueObj-Name eq 'Work Queue') { Subject:
 Helpdesk Job Logged: {$Ticket-Subject} Output this; } elsif
 ($Ticket-QueueObj-Name eq 'Task Queue') { Subject: Support Job
 Logged: {$Ticket-Subject} Output that; } else { Output
 other; } }

 Is there a way to get this work?

 Thanks, Giuseppe

  RT Training Sessions
 (http://bestpractical.com/services/training.html) * Boston March 5
  6, 2012


- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

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RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5  6, 2012

Re: [rt-users] Set Subject in if/then clause

[Gerard FENELON]

Try something like

Subject: { if ($Ticket-QueueObj-Name eq 'Work Queue')
{ Helpdesk Job Logged: {$Ticket-Subject} Output this; }
elsif ($Ticket-QueueObj-Name eq 'Task Queue')
{ Support Job Logged: {$Ticket-Subject} Output that; }
else
{ Output other; }
}

In other words, your perl script should return a string.

Gerard

On 2012-02-01 14:18, Giuseppe Sollazzo wrote:

On 01/02/12 13:08, Gerard FENELON wrote:

Hi Giuseppe

what is your definition of This doesn't seem to work ? what is
the (bad) behaviour that you are seeing ? Does an email get sent or
not ? What is its subject line and content ? Anything in the logs
?

Gerard

Hi Gerard,

I should have been clearer but I thought it was evident: the Subject
line is not valid Perl, so you can't compile a script built that way.

The question is if there's a standard way to add that directive (a
non-Perl one) within the if-clause.

Thanks,
Giuseppe


On 2012-02-01 12:03, Giuseppe Sollazzo wrote:

Hi, I'm trying to set up a different subject for different queues
in the same template (autoreply). This doesn't seem to work:

{ if ($Ticket-QueueObj-Name eq 'Work Queue') { Subject:
Helpdesk Job Logged: {$Ticket-Subject} Output this; } elsif
($Ticket-QueueObj-Name eq 'Task Queue') { Subject: Support Job
Logged: {$Ticket-Subject} Output that; } else { Output
other; } }

Is there a way to get this work?

Thanks, Giuseppe


RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5  6, 2012

Re: [rt-users] Set Subject in if/then clause

[Giuseppe Sollazzo]

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

On 01/02/12 13:30, Gerard FENELON wrote:
 Try something like

 Subject: { if ($Ticket-QueueObj-Name eq 'Work Queue') { Helpdesk
 Job Logged: {$Ticket-Subject} Output this; } elsif
 ($Ticket-QueueObj-Name eq 'Task Queue') { Support Job Logged:
 {$Ticket-Subject} Output that; } else { Output other; } }

 In other words, your perl script should return a string.

 Gerard

Hi Gerard,
I begin to understand.

However, there is a problem with the {$Ticket-Subject} which I'm not
sure I know how to deal with

I get a subject line like:
*Helpdesk Job Logged: {RT::Ticket=HASH(0x1034ec88)-Subject} Output that*

which suggests the compiler is getting the object as a pointer rather
than its content.  Any idea?

Thanks,
Giuseppe

- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

-BEGIN PGP SIGNATURE-
Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

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RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5  6, 2012

Re: [rt-users] Set Subject in if/then clause

[Giuseppe Sollazzo]

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Hi Gerard,
many thanks - that worked.

I really need to refresh my Perl...

Cheers,
Giuseppe

On 01/02/12 13:49, Gerard FENELON wrote:
 I suspect my proposal is wrong Try instead

 Subject: { if ($Ticket-QueueObj-Name eq 'Work Queue') { Helpdesk
 Job Logged:  . $Ticket-Subject .  Output this; } elsif
 ($Ticket-QueueObj-Name eq 'Task Queue') { Support Job Logged: 
 . $Ticket-Subject .  Output that; } else { Output other; } }

 Gerard

- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

-BEGIN PGP SIGNATURE-
Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

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=YrLQ
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RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5  6, 2012

Re: [rt-users] Set Subject in if/then clause

[Kevin Falcone]

On Wed, Feb 01, 2012 at 01:55:34PM +, Giuseppe Sollazzo wrote:
-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1
 
Hi Gerard,
many thanks - that worked.
 
I really need to refresh my Perl...
 
Cheers,
Giuseppe
 
On 01/02/12 13:49, Gerard FENELON wrote:
 I suspect my proposal is
  wrong Try instead
 
  
 
   Subject: { if ($Ticket-QueueObj-Name eq 'Work
  Queue') { Helpdesk
 
   Job Logged:  . $Ticket-Subject .  Output this; }
  elsif
 
   ($Ticket-QueueObj-Name eq 'Task Queue') { Support
  Job Logged: 
 
   . $Ticket-Subject .  Output that; } else { Output
  other; } }
 
  
 
   Gerard
 

Guiseppe - for reference, the syntax Gerard gave you came from the
fact that RT's templates are Text::Templates and you can read more
about them on CPAN:

http://search.cpan.org/dist/Text-Template/lib/Text/Template.pm

-kevin


pgprlvhUJ9Sps.pgp
Description: PGP signature

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5  6, 2012

[rt-users] Change subject line for incoming mail

[declaya]

Hi everybody,

I'm searching for a way to change the subject line of incoming emails to RT. 
My problem is the following: 
We have a lot of users who are not able to describe their problems in the
email body and use only the subject line instead. So I thought about to
change the behavior of RT to change the subject line to about 50 characters
followed by [...]. The whole subject line should be displayed again in the
ticket body.

Is there a way to achieve my goals? Do I have to change the
CreatTeickets.pm? Or made somebody already an extension for it?

Thanks in advance and have a nice day!
-- 
View this message in context: 
http://old.nabble.com/Change-subject-line-for-incoming-mail-tp33107140p33107140.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5  6, 2012

[rt-users] (no subject)

[José Gregorio Díaz Unda]

password 
Enviado desde mi dispositivo movil BlackBerry® de Digitel.

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*  Barcelona, Spain  November 28  29, 2011

[rt-users] (no subject)

[José Gregorio Díaz Unda]

password 
Enviado desde mi dispositivo movil BlackBerry® de Digitel.

RT Training Sessions (http://bestpractical.com/services/training.html)
*  San Francisco, CA, USA  October 18  19, 2011
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[rt-users] (no subject)

[Chris Collison]

http://carlife.co/wp-content/plugins/count-per-day/geoip/phllsq.htm
  
RT Training Sessions (http://bestpractical.com/services/training.html)
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*  Barcelona, Spain — November 28  29, 2011

[rt-users] (no subject)

[Jared Lynn]

I am upgrading from RT3.8.10 to RT4.* and have completed the entire
upgrade up to the point of getting Apache2 to recognize the new
location of RT.

In 3.8.10, I point the /etc/apache2/sites-available/default file to:
Include /etc/request-tracker3.8/apache2-modperl2.conf
RedirectMatch ^/$ /rt

What do I replace in the default file to point apache to the new interface?

RT4 resides in /opt/rt4/

I hope that gives enough information for a solution. I have been
through the /docs and read the web-deployment file and all other
upgrade documentation and still no go...

I know just enough about Apache to be considered dangerous and not
enough to actually understand what I'm messing up.
Jared Lynn
PORTA  CUSD #202 Technology Coordinator
E-mail: jl...@porta202.org
Phone: 217-501-4920


2011 Training: http://bestpractical.com/services/training.html

Re: [rt-users] (no subject)

[Kevin Falcone]

On Thu, Jul 07, 2011 at 01:10:07PM -0500, Jared Lynn wrote:
 I am upgrading from RT3.8.10 to RT4.* and have completed the entire
 upgrade up to the point of getting Apache2 to recognize the new
 location of RT.
 
 In 3.8.10, I point the /etc/apache2/sites-available/default file to:
 Include /etc/request-tracker3.8/apache2-modperl2.conf
 RedirectMatch ^/$ /rt
 
 What do I replace in the default file to point apache to the new interface?
 
 RT4 resides in /opt/rt4/
 
 I hope that gives enough information for a solution. I have been
 through the /docs and read the web-deployment file and all other
 upgrade documentation and still no go...
 
 I know just enough about Apache to be considered dangerous and not
 enough to actually understand what I'm messing up.

You have to follow the mod_perl2 directions in docs/web_deployment.pod
or use the request-tracker4 packages that are available in debian
testing (since you appear to be using packages for 3.8)

-kevin


pgp3E7GpS8YfE.pgp
Description: PGP signature


2011 Training: http://bestpractical.com/services/training.html

Re: [rt-users] (no subject)

[Jared Lynn]

Do you remove the default virtualHost information and then update the
ports file?
Jared Lynn
PORTA  CUSD #202 Technology Coordinator
E-mail: jl...@porta202.org
Phone: 217-501-4920



On Thu, Jul 7, 2011 at 1:21 PM, Kevin Falcone falc...@bestpractical.com wrote:
 On Thu, Jul 07, 2011 at 01:10:07PM -0500, Jared Lynn wrote:
 I am upgrading from RT3.8.10 to RT4.* and have completed the entire
 upgrade up to the point of getting Apache2 to recognize the new
 location of RT.

 In 3.8.10, I point the /etc/apache2/sites-available/default file to:
 Include /etc/request-tracker3.8/apache2-modperl2.conf
 RedirectMatch ^/$ /rt

 What do I replace in the default file to point apache to the new interface?

 RT4 resides in /opt/rt4/

 I hope that gives enough information for a solution. I have been
 through the /docs and read the web-deployment file and all other
 upgrade documentation and still no go...

 I know just enough about Apache to be considered dangerous and not
 enough to actually understand what I'm messing up.

 You have to follow the mod_perl2 directions in docs/web_deployment.pod
 or use the request-tracker4 packages that are available in debian
 testing (since you appear to be using packages for 3.8)

 -kevin


 
 2011 Training: http://bestpractical.com/services/training.html



2011 Training: http://bestpractical.com/services/training.html

[rt-users] (no subject)

[Naresh Babu Y]

Disclaimer:
This message and any files transmitted with it are confidential, proprietary to 
Zylog Systems Ltd (ZSL), privileged or otherwise protected by law. Views or 
opinions presented in this email are those of the author and do not necessarily 
represent those of the company. The information is solely intended for the 
individual or the entity it is addressed to. If you are not the intended 
recipient of this message, you are not authorized to read, forward, print, 
retain, copy or disseminate this message or any part of it. If you have 
received this email in error, please notify the sender immediately by return 
email and delete it from your computer. The company accepts no liability for 
any damage caused by any virus transmitted by this email.

[rt-users] (no subject)

[Fabio]

Re: [rt-users] (no subject)

[Andy GOKTAS]

Hello, 

How do I remove myself from this mailing list?  

Thanks,
Andy Goktas

Re: [rt-users] (no subject)

[Kris Germann]

http://lists.bestpractical.com/mailman/listinfo/rt-users

Kris Germann
Fibernetics Corporation
605 Boxwood Drive
Cambridge ON, N3E1A5


-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Andy GOKTAS
Sent: Friday, April 15, 2011 7:09 PM
To: RT Users Mailing List
Subject: Re: [rt-users] (no subject)

Hello, 

How do I remove myself from this mailing list?  

Thanks,
Andy Goktas

Re: [rt-users] Email Subject Header creating fragmented strings when decoded

[Lars Reimann]

Hi all.,

it seems to me like this problem is becoming more serious, as I recently 
recognized:


- If a ticket queue name has the appropriate length
(e.g. [longqueuename.longexampledomain.com #67894] Email Subject )
it happens, that the split occurs right in the middle of the ticket 
number, thus fragmenting it. This makes the RT unable to assign an 
fragmented answer to the correct ticket queue.


Please consider fixing it and consider the problem serious.

References
https://rt.cpan.org/Public/Bug/Display.html?id=66713
https://rt.cpan.org/Public/Bug/Display.html?id=40027

greetings,
l.r.

On 03/18/2011 03:32 PM, Lars Reimann wrote:

Sorry,

forgot that... :(

It is v3.8.8 (clean install)

greetings,
l.r.

On 03/18/2011 03:28 PM, Kevin Falcone wrote:

On Fri, Mar 18, 2011 at 03:14:17PM +0100, Lars Reimann wrote:

the following problem is very annoying:
RT Encodes Subject lines using the following concept:

Which version of RT


Original example Header

Subject: 
=?UTF-8?B?W3NlcnZpY2UubWV0YXdheXMubmV0ICM2NzAyOF0gU3BlaWNoZXJwbGF0eiBF?= 


  =?UTF-8?B?cmjDtmh1bmcgd2FzbWFpbjogNTAwIEdC?=

The header is split into 2 parts:

1st part decoded: [Queue Name #Ticket nubmer] First part of subject 
line

2nd part decoded: Second part of subject line

Completely decoded string: [Queue Name #Ticket nubmer] First part
of subject line_Second part of subject line

The underscore (_) marks an additional space character which is
introduced into ALL emails on decoding the two UTF parts.


I double checked with decoding UTF in python. Results: When using 2
UTF parts, a decode introduces an additional space. When using only
ONE UTF-string (the above subject w/o padding and UTF header) the
decode is done correctly!

If would be very glad the resolve this problem. If RT could use only
one UTF string, the problem would go away.
How can we do that?
And: does anyone have the same problem with email clients (we use
evolution and thunderbird, but most likely other clients are also
affected).

p.s. It's unclear to me when UTF encoding is used. Sometimes the
Subject line is not UTF encoded and uses ASCII. Perhaps it depends
on non-ASCII characters within the subject.

greetings,
l.r.




--
Lars Reimann
System Engineer

Metaways Infosystems GmbH
Pickhuben 2, 20457 Hamburg

Tel:  +49 (0)40 31 70 31 - 527
Fax:  +49 (0)40 31 70 31 - 927

l.reim...@metaways.de
www.metaways.de

Metaways Infosystems GmbH - Sitz: D-22967 Tremsbüttel
Handelsregister: Amtsgericht Lübeck, HRB 4508 AH
Geschäftsführung: Hermann Thaele, Lüder-H. Thaele

Re: [rt-users] Email Subject Header creating fragmented strings when decoded

[Kevin Falcone]

On Mon, Mar 28, 2011 at 06:42:27PM +0200, Lars Reimann wrote:
 Hi all.,
 
 it seems to me like this problem is becoming more serious, as I
 recently recognized:
 
 - If a ticket queue name has the appropriate length
 (e.g. [longqueuename.longexampledomain.com #67894] Email Subject )
 it happens, that the split occurs right in the middle of the ticket
 number, thus fragmenting it. This makes the RT unable to assign an
 fragmented answer to the correct ticket queue.
 
 Please consider fixing it and consider the problem serious.

As Tom mentioned in the ticket you link and in earlier mail, the
problem appears to be in Encode, not in our code, so we're waiting on
the bug to be resolved upstream.

As Tom also mentioned, you can downgrade Encode, but you may have
other bugs.

-kevin

 References
 https://rt.cpan.org/Public/Bug/Display.html?id=66713
 https://rt.cpan.org/Public/Bug/Display.html?id=40027
 
 greetings,
 l.r.
 
 On 03/18/2011 03:32 PM, Lars Reimann wrote:
 Sorry,
 
 forgot that... :(
 
 It is v3.8.8 (clean install)
 
 greetings,
 l.r.
 
 On 03/18/2011 03:28 PM, Kevin Falcone wrote:
 On Fri, Mar 18, 2011 at 03:14:17PM +0100, Lars Reimann wrote:
 the following problem is very annoying:
 RT Encodes Subject lines using the following concept:
 Which version of RT
 
 Original example Header
 
 Subject: 
 =?UTF-8?B?W3NlcnZpY2UubWV0YXdheXMubmV0ICM2NzAyOF0gU3BlaWNoZXJwbGF0eiBF?=
 
   =?UTF-8?B?cmjDtmh1bmcgd2FzbWFpbjogNTAwIEdC?=
 
 The header is split into 2 parts:
 
 1st part decoded: [Queue Name #Ticket nubmer] First part of
 subject line
 2nd part decoded: Second part of subject line
 
 Completely decoded string: [Queue Name #Ticket nubmer] First part
 of subject line_Second part of subject line
 
 The underscore (_) marks an additional space character which is
 introduced into ALL emails on decoding the two UTF parts.
 
 
 I double checked with decoding UTF in python. Results: When using 2
 UTF parts, a decode introduces an additional space. When using only
 ONE UTF-string (the above subject w/o padding and UTF header) the
 decode is done correctly!
 
 If would be very glad the resolve this problem. If RT could use only
 one UTF string, the problem would go away.
 How can we do that?
 And: does anyone have the same problem with email clients (we use
 evolution and thunderbird, but most likely other clients are also
 affected).
 
 p.s. It's unclear to me when UTF encoding is used. Sometimes the
 Subject line is not UTF encoded and uses ASCII. Perhaps it depends
 on non-ASCII characters within the subject.
 
 greetings,
 l.r.
 
 
 -- 
 Lars Reimann
 System Engineer
 
 Metaways Infosystems GmbH
 Pickhuben 2, 20457 Hamburg
 
 Tel:  +49 (0)40 31 70 31 - 527
 Fax:  +49 (0)40 31 70 31 - 927
 
 l.reim...@metaways.de
 www.metaways.de
 
 Metaways Infosystems GmbH - Sitz: D-22967 Tremsbüttel
 Handelsregister: Amtsgericht Lübeck, HRB 4508 AH
 Geschäftsführung: Hermann Thaele, Lüder-H. Thaele
 
 


pgpFVQw4BgXWI.pgp
Description: PGP signature

[rt-users] Email Subject Header creating fragmented strings when decoded

[Lars Reimann]

Hi all,

the following problem is very annoying:

RT Encodes Subject lines using the following concept:

Original example Header

Subject: 
=?UTF-8?B?W3NlcnZpY2UubWV0YXdheXMubmV0ICM2NzAyOF0gU3BlaWNoZXJwbGF0eiBF?=
 =?UTF-8?B?cmjDtmh1bmcgd2FzbWFpbjogNTAwIEdC?=

The header is split into 2 parts:

1st part decoded: [Queue Name #Ticket nubmer] First part of subject line
2nd part decoded: Second part of subject line

Completely decoded string: [Queue Name #Ticket nubmer] First part of 
subject line_Second part of subject line


The underscore (_) marks an additional space character which is 
introduced into ALL emails on decoding the two UTF parts.



I double checked with decoding UTF in python. Results: When using 2 UTF 
parts, a decode introduces an additional space. When using only ONE 
UTF-string (the above subject w/o padding and UTF header) the decode is 
done correctly!


If would be very glad the resolve this problem. If RT could use only one 
UTF string, the problem would go away.

How can we do that?
And: does anyone have the same problem with email clients (we use 
evolution and thunderbird, but most likely other clients are also affected).


p.s. It's unclear to me when UTF encoding is used. Sometimes the Subject 
line is not UTF encoded and uses ASCII. Perhaps it depends on non-ASCII 
characters within the subject.


greetings,
l.r.

Re: [rt-users] Email Subject Header creating fragmented strings when decoded

[Kevin Falcone]

On Fri, Mar 18, 2011 at 03:14:17PM +0100, Lars Reimann wrote:
 the following problem is very annoying:
 RT Encodes Subject lines using the following concept:

Which version of RT

 Original example Header
 
 Subject: 
 =?UTF-8?B?W3NlcnZpY2UubWV0YXdheXMubmV0ICM2NzAyOF0gU3BlaWNoZXJwbGF0eiBF?=
  =?UTF-8?B?cmjDtmh1bmcgd2FzbWFpbjogNTAwIEdC?=
 
 The header is split into 2 parts:
 
 1st part decoded: [Queue Name #Ticket nubmer] First part of subject line
 2nd part decoded: Second part of subject line
 
 Completely decoded string: [Queue Name #Ticket nubmer] First part
 of subject line_Second part of subject line
 
 The underscore (_) marks an additional space character which is
 introduced into ALL emails on decoding the two UTF parts.
 
 
 I double checked with decoding UTF in python. Results: When using 2
 UTF parts, a decode introduces an additional space. When using only
 ONE UTF-string (the above subject w/o padding and UTF header) the
 decode is done correctly!
 
 If would be very glad the resolve this problem. If RT could use only
 one UTF string, the problem would go away.
 How can we do that?
 And: does anyone have the same problem with email clients (we use
 evolution and thunderbird, but most likely other clients are also
 affected).
 
 p.s. It's unclear to me when UTF encoding is used. Sometimes the
 Subject line is not UTF encoded and uses ASCII. Perhaps it depends
 on non-ASCII characters within the subject.
 
 greetings,
 l.r.


pgpqMrDn2wK4Q.pgp
Description: PGP signature

Re: [rt-users] Email Subject Header creating fragmented strings when decoded

[Lars Reimann]

Sorry,

forgot that... :(

It is v3.8.8 (clean install)

greetings,
l.r.

On 03/18/2011 03:28 PM, Kevin Falcone wrote:

On Fri, Mar 18, 2011 at 03:14:17PM +0100, Lars Reimann wrote:

the following problem is very annoying:
RT Encodes Subject lines using the following concept:

Which version of RT


Original example Header

Subject: 
=?UTF-8?B?W3NlcnZpY2UubWV0YXdheXMubmV0ICM2NzAyOF0gU3BlaWNoZXJwbGF0eiBF?=
  =?UTF-8?B?cmjDtmh1bmcgd2FzbWFpbjogNTAwIEdC?=

The header is split into 2 parts:

1st part decoded: [Queue Name #Ticket nubmer] First part of subject line
2nd part decoded: Second part of subject line

Completely decoded string: [Queue Name #Ticket nubmer] First part
of subject line_Second part of subject line

The underscore (_) marks an additional space character which is
introduced into ALL emails on decoding the two UTF parts.


I double checked with decoding UTF in python. Results: When using 2
UTF parts, a decode introduces an additional space. When using only
ONE UTF-string (the above subject w/o padding and UTF header) the
decode is done correctly!

If would be very glad the resolve this problem. If RT could use only
one UTF string, the problem would go away.
How can we do that?
And: does anyone have the same problem with email clients (we use
evolution and thunderbird, but most likely other clients are also
affected).

p.s. It's unclear to me when UTF encoding is used. Sometimes the
Subject line is not UTF encoded and uses ASCII. Perhaps it depends
on non-ASCII characters within the subject.

greetings,
l.r.


--
Lars Reimann
System Engineer

Metaways Infosystems GmbH
Pickhuben 2, 20457 Hamburg

Tel:  +49 (0)40 31 70 31 - 527
Fax:  +49 (0)40 31 70 31 - 927

l.reim...@metaways.de
www.metaways.de

Metaways Infosystems GmbH - Sitz: D-22967 Tremsbüttel
Handelsregister: Amtsgericht Lübeck, HRB 4508 AH
Geschäftsführung: Hermann Thaele, Lüder-H. Thaele

Re: [rt-users] Email Subject Header creating fragmented strings when decoded

[Thomas Sibley]

On 18 Mar 2011 10:14, Lars Reimann wrote:
 Hi all,
 
 the following problem is very annoying:
 
 RT Encodes Subject lines using the following concept:
 
 Original example Header
 
 Subject:
 =?UTF-8?B?W3NlcnZpY2UubWV0YXdheXMubmV0ICM2NzAyOF0gU3BlaWNoZXJwbGF0eiBF?=
  =?UTF-8?B?cmjDtmh1bmcgd2FzbWFpbjogNTAwIEdC?=
 
 The header is split into 2 parts:
 
 1st part decoded: [Queue Name #Ticket nubmer] First part of subject line
 2nd part decoded: Second part of subject line
 
 Completely decoded string: [Queue Name #Ticket nubmer] First part of
 subject line_Second part of subject line

 The underscore (_) marks an additional space character which is
 introduced into ALL emails on decoding the two UTF parts.

I think this is actually a bug in Encode::MIME::Header's
parsing/generation of the encoded header lines.  I tracked it down when
it broke a test in other code.  I believe it was introduced with the fix
for https://rt.cpan.org/Public/Bug/Display.html?id=40027.

I've copied this mail to the bug tracker for Encode.

 I double checked with decoding UTF in python. Results: When using 2 UTF
 parts, a decode introduces an additional space. When using only ONE
 UTF-string (the above subject w/o padding and UTF header) the decode is
 done correctly!
 
 If would be very glad the resolve this problem. If RT could use only one
 UTF string, the problem would go away.
 How can we do that?

If you're really, really annoyed by it, I believe you can downgrade to
an older Encode.  But you'll regain other bugs that have been fixed as
well, and I can't suggest it.

 And: does anyone have the same problem with email clients (we use
 evolution and thunderbird, but most likely other clients are also
 affected).
 
 p.s. It's unclear to me when UTF encoding is used. Sometimes the Subject
 line is not UTF encoded and uses ASCII. Perhaps it depends on non-ASCII
 characters within the subject.

It's used when there are characters other than ascii in a mail header.

Thomas

Re: [rt-users] mandatory subject

[testwreq wreq]

Changes to Email.pm worked when a ticket is created by sending email to RT .
Has anyone attempted to implement writing a scrip?

I could not get *RT-Extension-MandatorySubject* plugin to work for opening
tickets via the web interface. I am hoping writing scrip may work for both
the cases.

-vm
On Tue, Oct 5, 2010 at 3:30 PM, testwreq wreq testw...@gmail.com wrote:

 YOU ALL ARE THE BEST!!!

 I have RT 3.8.4; But hacking as suggested by Steve worked. I will be trying
 replacing the changes to local/lib/RT/Interface/Email.pm

 Thanks a million,
 vm
   On Tue, Oct 5, 2010 at 2:57 PM, Mathieu Longtin 
 math...@closetwork.orgwrote:

 Or saving the changed file in local/lib/RT/Interface/Email.pm instead.
 That way you don't lose the changes at the next upgrade.

 --
 Mathieu Longtin
 1-514-803-8977


   On Tue, Oct 5, 2010 at 1:21 PM, Steve Anderson 
 steve.ander...@bipsolutions.com wrote:

  As with the thread mentioned by Konstantin, a lot of it will depend on
 how you bring the email into RT.

 If I were doing it, with the way I have RT set up, I'd just adjust the
 Exim filter I'm using to check for a blank subject, and send a bounce email
 on that. But I'm doing a bundle of filtering already. If you're just using a
 mail alias with sendmail, that's going to need more work. The thread
 mentioned does suggest an edit to the lib/RT/Interface/Email.pm::Gateway, to
 check for a subject, before it's accepted.



 Steve Anderson




 From: testwreq wreq [mailto:testw...@gmail.com]
 Sent: 05 October 2010 18:17
 To: Steve Anderson
 Cc: rt-users@lists.bestpractical.com
 Subject: Re: [rt-users] mandatory subject

 I meant don't create a ticket, if there's no subject.  I'd like bounce
 the request back to sender asking to create it again with some subject.



 On Tue, Oct 5, 2010 at 1:11 PM, Steve Anderson 
 steve.ander...@bipsolutions.com wrote:
 Depends what you mean by mandatory.

 If you mean a default, if the inbound email doesn't have a subject,
 should be possible to have a create scrip that sets the ticket's title, if
 it doesn't have one.
 Something like a scrip with the on create condition, then something like
 the following in the custom action cleanup. (not tested in any way)

 my $t_subject = $self-TicketObj-Subject;
 if ($t_subject eq ''){
 $self-TicketObj-SetSubject('No subject given');
 }

  I'd probably set the stage to transactionbatch.



 If you mean don't create a ticket, if there's no subject, I'd suggest
 doing that with however you're getting the email into RT first. As long as
 you're running it through procmail, or an exim filter, or something like
 that. Otherwise, you'd need a scrip to send an email, and to close the
 ticket. Better not to create it in the first place.



 Steve Anderson.

 BiP Solutions Limited is a company registered in Scotland with Company
 Number SC086146 and VAT number 383030966 and having its registered
 office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.


 
 This e-mail (and any attachment) is intended only for the attention of
 the addressee(s). Its unauthorised use, disclosure, storage or copying
 is not permitted. If you are not the intended recipient, please destroy
 all copies and inform the sender by return e-mail.
 This e-mail (whether you are the sender or the recipient) may be
 monitored, recorded and retained by BiP Solutions Ltd.
 E-mail monitoring/ blocking software may be used, and e-mail content may
 be read at any time.You have a responsibility to ensure laws are not
 broken when composing or forwarding e-mails and their contents.

 

 
 This email has been scanned by Netintelligence
 http://www.netintelligence.com/email
 

 BiP Solutions Limited is a company registered in Scotland with Company
 Number SC086146 and VAT number 383030966 and having its registered
 office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.


 
 This e-mail (and any attachment) is intended only for the attention of
 the addressee(s). Its unauthorised use, disclosure, storage or copying
 is not permitted. If you are not the intended recipient, please destroy
 all copies and inform the sender by return e-mail.
 This e-mail (whether you are the sender or the recipient) may be
 monitored, recorded and retained by BiP Solutions Ltd.
 E-mail monitoring/ blocking software may be used, and e-mail content may
 be read at any time.You have a responsibility to ensure laws are not
 broken when composing or forwarding e-mails and their contents.

 

  RT Training in Washington DC, USA on Oct 25  26 2010
 Last one this year -- Learn how to get the most out of RT!




 RT Training in Washington DC, USA on Oct 25

[rt-users] mandatory subject

[testwreq wreq]

We receive most of our RT tickets via email.  Is there a way to enforce
mandatory subjects on tickets opened via email?

thanks much, vm

RT Training in Washington DC, USA on Oct 25  26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] mandatory subject

[Konstantin Khomoutov]

On Tue, 5 Oct 2010 12:59:10 -0400
testwreq wreq testw...@gmail.com wrote:

 We receive most of our RT tickets via email.  Is there a way to
 enforce mandatory subjects on tickets opened via email?
Check this thread [1] as at some point it moves to discussing this very
problem.

1.
http://lists.bestpractical.com/pipermail/rt-users/2010-September/066537.html

RT Training in Washington DC, USA on Oct 25  26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] mandatory subject

[Steve Anderson]

Depends what you mean by mandatory.

If you mean a default, if the inbound email doesn't have a subject, should be 
possible to have a create scrip that sets the ticket's title, if it doesn't 
have one.
Something like a scrip with the on create condition, then something like the 
following in the custom action cleanup. (not tested in any way)

my $t_subject = $self-TicketObj-Subject;
if ($t_subject eq ''){
$self-TicketObj-SetSubject('No subject given');
}

 I'd probably set the stage to transactionbatch.



If you mean don't create a ticket, if there's no subject, I'd suggest doing 
that with however you're getting the email into RT first. As long as you're 
running it through procmail, or an exim filter, or something like that. 
Otherwise, you'd need a scrip to send an email, and to close the ticket. Better 
not to create it in the first place.



Steve Anderson.

BiP Solutions Limited is a company registered in Scotland with Company
Number SC086146 and VAT number 383030966 and having its registered
office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.


This e-mail (and any attachment) is intended only for the attention of
the addressee(s). Its unauthorised use, disclosure, storage or copying
is not permitted. If you are not the intended recipient, please destroy
all copies and inform the sender by return e-mail.
This e-mail (whether you are the sender or the recipient) may be
monitored, recorded and retained by BiP Solutions Ltd.
E-mail monitoring/ blocking software may be used, and e-mail content may
be read at any time.You have a responsibility to ensure laws are not
broken when composing or forwarding e-mails and their contents.


RT Training in Washington DC, USA on Oct 25  26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] mandatory subject

[testwreq wreq]

I meant don't create a ticket, if there's no subject.  I'd like bounce the
request back to sender asking to create it again with some subject.



On Tue, Oct 5, 2010 at 1:11 PM, Steve Anderson 
steve.ander...@bipsolutions.com wrote:

 Depends what you mean by mandatory.

 If you mean a default, if the inbound email doesn't have a subject, should
 be possible to have a create scrip that sets the ticket's title, if it
 doesn't have one.
 Something like a scrip with the on create condition, then something like
 the following in the custom action cleanup. (not tested in any way)

 my $t_subject = $self-TicketObj-Subject;
 if ($t_subject eq ''){
 $self-TicketObj-SetSubject('No subject given');
 }

  I'd probably set the stage to transactionbatch.



 If you mean don't create a ticket, if there's no subject, I'd suggest doing
 that with however you're getting the email into RT first. As long as you're
 running it through procmail, or an exim filter, or something like that.
 Otherwise, you'd need a scrip to send an email, and to close the ticket.
 Better not to create it in the first place.



 Steve Anderson.

 BiP Solutions Limited is a company registered in Scotland with Company
 Number SC086146 and VAT number 383030966 and having its registered
 office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.


 
 This e-mail (and any attachment) is intended only for the attention of
 the addressee(s). Its unauthorised use, disclosure, storage or copying
 is not permitted. If you are not the intended recipient, please destroy
 all copies and inform the sender by return e-mail.
 This e-mail (whether you are the sender or the recipient) may be
 monitored, recorded and retained by BiP Solutions Ltd.
 E-mail monitoring/ blocking software may be used, and e-mail content may
 be read at any time.You have a responsibility to ensure laws are not
 broken when composing or forwarding e-mails and their contents.

 


RT Training in Washington DC, USA on Oct 25  26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] mandatory subject

[Steve Anderson]

As with the thread mentioned by Konstantin, a lot of it will depend on how you 
bring the email into RT.

If I were doing it, with the way I have RT set up, I'd just adjust the Exim 
filter I'm using to check for a blank subject, and send a bounce email on that. 
But I'm doing a bundle of filtering already. If you're just using a mail alias 
with sendmail, that's going to need more work. The thread mentioned does 
suggest an edit to the lib/RT/Interface/Email.pm::Gateway, to check for a 
subject, before it's accepted.



Steve Anderson




From: testwreq wreq [mailto:testw...@gmail.com]
Sent: 05 October 2010 18:17
To: Steve Anderson
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] mandatory subject

I meant don't create a ticket, if there's no subject.  I'd like bounce the 
request back to sender asking to create it again with some subject.



On Tue, Oct 5, 2010 at 1:11 PM, Steve Anderson 
steve.ander...@bipsolutions.com wrote:
Depends what you mean by mandatory.

If you mean a default, if the inbound email doesn't have a subject, should be 
possible to have a create scrip that sets the ticket's title, if it doesn't 
have one.
Something like a scrip with the on create condition, then something like the 
following in the custom action cleanup. (not tested in any way)

my $t_subject = $self-TicketObj-Subject;
if ($t_subject eq ''){
$self-TicketObj-SetSubject('No subject given');
}

 I'd probably set the stage to transactionbatch.



If you mean don't create a ticket, if there's no subject, I'd suggest doing 
that with however you're getting the email into RT first. As long as you're 
running it through procmail, or an exim filter, or something like that. 
Otherwise, you'd need a scrip to send an email, and to close the ticket. Better 
not to create it in the first place.



Steve Anderson.

BiP Solutions Limited is a company registered in Scotland with Company
Number SC086146 and VAT number 383030966 and having its registered
office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.


This e-mail (and any attachment) is intended only for the attention of
the addressee(s). Its unauthorised use, disclosure, storage or copying
is not permitted. If you are not the intended recipient, please destroy
all copies and inform the sender by return e-mail.
This e-mail (whether you are the sender or the recipient) may be
monitored, recorded and retained by BiP Solutions Ltd.
E-mail monitoring/ blocking software may be used, and e-mail content may
be read at any time.You have a responsibility to ensure laws are not
broken when composing or forwarding e-mails and their contents.



This email has been scanned by Netintelligence
http://www.netintelligence.com/email


BiP Solutions Limited is a company registered in Scotland with Company
Number SC086146 and VAT number 383030966 and having its registered
office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.


This e-mail (and any attachment) is intended only for the attention of
the addressee(s). Its unauthorised use, disclosure, storage or copying
is not permitted. If you are not the intended recipient, please destroy
all copies and inform the sender by return e-mail.
This e-mail (whether you are the sender or the recipient) may be
monitored, recorded and retained by BiP Solutions Ltd.
E-mail monitoring/ blocking software may be used, and e-mail content may
be read at any time.You have a responsibility to ensure laws are not
broken when composing or forwarding e-mails and their contents.


RT Training in Washington DC, USA on Oct 25  26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] mandatory subject

[testwreq wreq]

We are using mail alias with sendmail.

On Tue, Oct 5, 2010 at 1:21 PM, Steve Anderson 
steve.ander...@bipsolutions.com wrote:

 As with the thread mentioned by Konstantin, a lot of it will depend on how
 you bring the email into RT.

 If I were doing it, with the way I have RT set up, I'd just adjust the Exim
 filter I'm using to check for a blank subject, and send a bounce email on
 that. But I'm doing a bundle of filtering already. If you're just using a
 mail alias with sendmail, that's going to need more work. The thread
 mentioned does suggest an edit to the lib/RT/Interface/Email.pm::Gateway, to
 check for a subject, before it's accepted.



 Steve Anderson




 From: testwreq wreq [mailto:testw...@gmail.com]
 Sent: 05 October 2010 18:17
 To: Steve Anderson
 Cc: rt-users@lists.bestpractical.com
 Subject: Re: [rt-users] mandatory subject

 I meant don't create a ticket, if there's no subject.  I'd like bounce the
 request back to sender asking to create it again with some subject.



 On Tue, Oct 5, 2010 at 1:11 PM, Steve Anderson 
 steve.ander...@bipsolutions.com wrote:
 Depends what you mean by mandatory.

 If you mean a default, if the inbound email doesn't have a subject, should
 be possible to have a create scrip that sets the ticket's title, if it
 doesn't have one.
 Something like a scrip with the on create condition, then something like
 the following in the custom action cleanup. (not tested in any way)

 my $t_subject = $self-TicketObj-Subject;
 if ($t_subject eq ''){
 $self-TicketObj-SetSubject('No subject given');
 }

  I'd probably set the stage to transactionbatch.



 If you mean don't create a ticket, if there's no subject, I'd suggest doing
 that with however you're getting the email into RT first. As long as you're
 running it through procmail, or an exim filter, or something like that.
 Otherwise, you'd need a scrip to send an email, and to close the ticket.
 Better not to create it in the first place.



 Steve Anderson.

 BiP Solutions Limited is a company registered in Scotland with Company
 Number SC086146 and VAT number 383030966 and having its registered
 office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.


 
 This e-mail (and any attachment) is intended only for the attention of
 the addressee(s). Its unauthorised use, disclosure, storage or copying
 is not permitted. If you are not the intended recipient, please destroy
 all copies and inform the sender by return e-mail.
 This e-mail (whether you are the sender or the recipient) may be
 monitored, recorded and retained by BiP Solutions Ltd.
 E-mail monitoring/ blocking software may be used, and e-mail content may
 be read at any time.You have a responsibility to ensure laws are not
 broken when composing or forwarding e-mails and their contents.

 

 
 This email has been scanned by Netintelligence
 http://www.netintelligence.com/email
 

 BiP Solutions Limited is a company registered in Scotland with Company
 Number SC086146 and VAT number 383030966 and having its registered
 office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.


 
 This e-mail (and any attachment) is intended only for the attention of
 the addressee(s). Its unauthorised use, disclosure, storage or copying
 is not permitted. If you are not the intended recipient, please destroy
 all copies and inform the sender by return e-mail.
 This e-mail (whether you are the sender or the recipient) may be
 monitored, recorded and retained by BiP Solutions Ltd.
 E-mail monitoring/ blocking software may be used, and e-mail content may
 be read at any time.You have a responsibility to ensure laws are not
 broken when composing or forwarding e-mails and their contents.

 


RT Training in Washington DC, USA on Oct 25  26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] mandatory subject

[Steve Anderson]

If you're using RT 3.8.8, open up lib/RT/Interface/Email.pm 
(/opt/rt3/lib/RT/Interface/Email.pm on my machine)
At around line 1347, you'll find:

my $Subject = $head-get('Subject') || '';
chomp $Subject;

if you add:

if ($Subject eq '')
{
MailError(
Subject = RT Bounce: No subject,
Explanation = RT couldn't process the message below as you didn't 
give a subject,
Attach  = $args{'message'}
);

return ( 0,
Failed to parse this message. No subject
);
}


Just after it, it should do what you want. But I've not tested it. Restarting 
RT after the edit is a good idea. Taking a copy of the file first is also a 
good idea, in case this screws it up.


Steve Anderson

From: testwreq wreq [mailto:testw...@gmail.com]
Sent: 05 October 2010 18:26
To: Steve Anderson
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] mandatory subject

We are using mail alias with sendmail.
On Tue, Oct 5, 2010 at 1:21 PM, Steve Anderson 
steve.ander...@bipsolutions.commailto:steve.ander...@bipsolutions.com wrote:
As with the thread mentioned by Konstantin, a lot of it will depend on how you 
bring the email into RT.

If I were doing it, with the way I have RT set up, I'd just adjust the Exim 
filter I'm using to check for a blank subject, and send a bounce email on that. 
But I'm doing a bundle of filtering already. If you're just using a mail alias 
with sendmail, that's going to need more work. The thread mentioned does 
suggest an edit to the lib/RT/Interface/Email.pm::Gateway, to check for a 
subject, before it's accepted.



Steve Anderson




From: testwreq wreq [mailto:testw...@gmail.commailto:testw...@gmail.com]
Sent: 05 October 2010 18:17
To: Steve Anderson
Cc: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
Subject: Re: [rt-users] mandatory subject

I meant don't create a ticket, if there's no subject.  I'd like bounce the 
request back to sender asking to create it again with some subject.



On Tue, Oct 5, 2010 at 1:11 PM, Steve Anderson 
steve.ander...@bipsolutions.commailto:steve.ander...@bipsolutions.com wrote:
Depends what you mean by mandatory.

If you mean a default, if the inbound email doesn't have a subject, should be 
possible to have a create scrip that sets the ticket's title, if it doesn't 
have one.
Something like a scrip with the on create condition, then something like the 
following in the custom action cleanup. (not tested in any way)

my $t_subject = $self-TicketObj-Subject;
if ($t_subject eq ''){
$self-TicketObj-SetSubject('No subject given');
}

 I'd probably set the stage to transactionbatch.



If you mean don't create a ticket, if there's no subject, I'd suggest doing 
that with however you're getting the email into RT first. As long as you're 
running it through procmail, or an exim filter, or something like that. 
Otherwise, you'd need a scrip to send an email, and to close the ticket. Better 
not to create it in the first place.



Steve Anderson.

BiP Solutions Limited is a company registered in Scotland with Company
Number SC086146 and VAT number 383030966 and having its registered
office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.


This e-mail (and any attachment) is intended only for the attention of
the addressee(s). Its unauthorised use, disclosure, storage or copying
is not permitted. If you are not the intended recipient, please destroy
all copies and inform the sender by return e-mail.
This e-mail (whether you are the sender or the recipient) may be
monitored, recorded and retained by BiP Solutions Ltd.
E-mail monitoring/ blocking software may be used, and e-mail content may
be read at any time.You have a responsibility to ensure laws are not
broken when composing or forwarding e-mails and their contents.


This email has been scanned by Netintelligence
http://www.netintelligence.com/email


BiP Solutions Limited is a company registered in Scotland with Company
Number SC086146 and VAT number 383030966 and having its registered
office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.


This e-mail (and any attachment) is intended only for the attention of
the addressee(s). Its unauthorised use, disclosure, storage or copying
is not permitted. If you are not the intended recipient, please destroy
all copies and inform the sender by return e-mail.
This e-mail (whether you are the sender or the recipient) may be
monitored, recorded and retained by BiP Solutions Ltd.
E-mail monitoring/ blocking software may be used, and e-mail content may
be read at any time.You have a responsibility to ensure laws are not
broken when composing or forwarding e-mails and their contents

Re: [rt-users] mandatory subject

[Mathieu Longtin]

Or saving the changed file in local/lib/RT/Interface/Email.pm instead. That
way you don't lose the changes at the next upgrade.

--
Mathieu Longtin
1-514-803-8977


On Tue, Oct 5, 2010 at 1:21 PM, Steve Anderson 
steve.ander...@bipsolutions.com wrote:

 As with the thread mentioned by Konstantin, a lot of it will depend on how
 you bring the email into RT.

 If I were doing it, with the way I have RT set up, I'd just adjust the Exim
 filter I'm using to check for a blank subject, and send a bounce email on
 that. But I'm doing a bundle of filtering already. If you're just using a
 mail alias with sendmail, that's going to need more work. The thread
 mentioned does suggest an edit to the lib/RT/Interface/Email.pm::Gateway, to
 check for a subject, before it's accepted.



 Steve Anderson




 From: testwreq wreq [mailto:testw...@gmail.com]
 Sent: 05 October 2010 18:17
 To: Steve Anderson
 Cc: rt-users@lists.bestpractical.com
 Subject: Re: [rt-users] mandatory subject

 I meant don't create a ticket, if there's no subject.  I'd like bounce the
 request back to sender asking to create it again with some subject.



 On Tue, Oct 5, 2010 at 1:11 PM, Steve Anderson 
 steve.ander...@bipsolutions.com wrote:
 Depends what you mean by mandatory.

 If you mean a default, if the inbound email doesn't have a subject, should
 be possible to have a create scrip that sets the ticket's title, if it
 doesn't have one.
 Something like a scrip with the on create condition, then something like
 the following in the custom action cleanup. (not tested in any way)

 my $t_subject = $self-TicketObj-Subject;
 if ($t_subject eq ''){
 $self-TicketObj-SetSubject('No subject given');
 }

  I'd probably set the stage to transactionbatch.



 If you mean don't create a ticket, if there's no subject, I'd suggest doing
 that with however you're getting the email into RT first. As long as you're
 running it through procmail, or an exim filter, or something like that.
 Otherwise, you'd need a scrip to send an email, and to close the ticket.
 Better not to create it in the first place.



 Steve Anderson.

 BiP Solutions Limited is a company registered in Scotland with Company
 Number SC086146 and VAT number 383030966 and having its registered
 office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.


 
 This e-mail (and any attachment) is intended only for the attention of
 the addressee(s). Its unauthorised use, disclosure, storage or copying
 is not permitted. If you are not the intended recipient, please destroy
 all copies and inform the sender by return e-mail.
 This e-mail (whether you are the sender or the recipient) may be
 monitored, recorded and retained by BiP Solutions Ltd.
 E-mail monitoring/ blocking software may be used, and e-mail content may
 be read at any time.You have a responsibility to ensure laws are not
 broken when composing or forwarding e-mails and their contents.

 

 
 This email has been scanned by Netintelligence
 http://www.netintelligence.com/email
 

 BiP Solutions Limited is a company registered in Scotland with Company
 Number SC086146 and VAT number 383030966 and having its registered
 office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.


 
 This e-mail (and any attachment) is intended only for the attention of
 the addressee(s). Its unauthorised use, disclosure, storage or copying
 is not permitted. If you are not the intended recipient, please destroy
 all copies and inform the sender by return e-mail.
 This e-mail (whether you are the sender or the recipient) may be
 monitored, recorded and retained by BiP Solutions Ltd.
 E-mail monitoring/ blocking software may be used, and e-mail content may
 be read at any time.You have a responsibility to ensure laws are not
 broken when composing or forwarding e-mails and their contents.

 

 RT Training in Washington DC, USA on Oct 25  26 2010
 Last one this year -- Learn how to get the most out of RT!


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Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] mandatory subject

[testwreq wreq]

YOU ALL ARE THE BEST!!!

I have RT 3.8.4; But hacking as suggested by Steve worked. I will be trying
replacing the changes to local/lib/RT/Interface/Email.pm

Thanks a million,
vm
On Tue, Oct 5, 2010 at 2:57 PM, Mathieu Longtin math...@closetwork.orgwrote:

 Or saving the changed file in local/lib/RT/Interface/Email.pm instead. That
 way you don't lose the changes at the next upgrade.

 --
 Mathieu Longtin
 1-514-803-8977


   On Tue, Oct 5, 2010 at 1:21 PM, Steve Anderson 
 steve.ander...@bipsolutions.com wrote:

  As with the thread mentioned by Konstantin, a lot of it will depend on
 how you bring the email into RT.

 If I were doing it, with the way I have RT set up, I'd just adjust the
 Exim filter I'm using to check for a blank subject, and send a bounce email
 on that. But I'm doing a bundle of filtering already. If you're just using a
 mail alias with sendmail, that's going to need more work. The thread
 mentioned does suggest an edit to the lib/RT/Interface/Email.pm::Gateway, to
 check for a subject, before it's accepted.



 Steve Anderson




 From: testwreq wreq [mailto:testw...@gmail.com]
 Sent: 05 October 2010 18:17
 To: Steve Anderson
 Cc: rt-users@lists.bestpractical.com
 Subject: Re: [rt-users] mandatory subject

 I meant don't create a ticket, if there's no subject.  I'd like bounce the
 request back to sender asking to create it again with some subject.



 On Tue, Oct 5, 2010 at 1:11 PM, Steve Anderson 
 steve.ander...@bipsolutions.com wrote:
 Depends what you mean by mandatory.

 If you mean a default, if the inbound email doesn't have a subject, should
 be possible to have a create scrip that sets the ticket's title, if it
 doesn't have one.
 Something like a scrip with the on create condition, then something like
 the following in the custom action cleanup. (not tested in any way)

 my $t_subject = $self-TicketObj-Subject;
 if ($t_subject eq ''){
 $self-TicketObj-SetSubject('No subject given');
 }

  I'd probably set the stage to transactionbatch.



 If you mean don't create a ticket, if there's no subject, I'd suggest
 doing that with however you're getting the email into RT first. As long as
 you're running it through procmail, or an exim filter, or something like
 that. Otherwise, you'd need a scrip to send an email, and to close the
 ticket. Better not to create it in the first place.



 Steve Anderson.

 BiP Solutions Limited is a company registered in Scotland with Company
 Number SC086146 and VAT number 383030966 and having its registered
 office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.


 
 This e-mail (and any attachment) is intended only for the attention of
 the addressee(s). Its unauthorised use, disclosure, storage or copying
 is not permitted. If you are not the intended recipient, please destroy
 all copies and inform the sender by return e-mail.
 This e-mail (whether you are the sender or the recipient) may be
 monitored, recorded and retained by BiP Solutions Ltd.
 E-mail monitoring/ blocking software may be used, and e-mail content may
 be read at any time.You have a responsibility to ensure laws are not
 broken when composing or forwarding e-mails and their contents.

 

 
 This email has been scanned by Netintelligence
 http://www.netintelligence.com/email
 

 BiP Solutions Limited is a company registered in Scotland with Company
 Number SC086146 and VAT number 383030966 and having its registered
 office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.


 
 This e-mail (and any attachment) is intended only for the attention of
 the addressee(s). Its unauthorised use, disclosure, storage or copying
 is not permitted. If you are not the intended recipient, please destroy
 all copies and inform the sender by return e-mail.
 This e-mail (whether you are the sender or the recipient) may be
 monitored, recorded and retained by BiP Solutions Ltd.
 E-mail monitoring/ blocking software may be used, and e-mail content may
 be read at any time.You have a responsibility to ensure laws are not
 broken when composing or forwarding e-mails and their contents.

 

  RT Training in Washington DC, USA on Oct 25  26 2010
 Last one this year -- Learn how to get the most out of RT!




 RT Training in Washington DC, USA on Oct 25  26 2010
 Last one this year -- Learn how to get the most out of RT!


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[rt-users] Mandatory Subject - EMail

[Peter Barton]

I have seen the RT-Extension-MandatorySubject plugin and this is great for 
opening tickets via the web interface.  However, my company opens at least 90% 
of its tickets via email.  Is there anything out that can enforce mandatory 
subjects on tickets opened via email?

--
Peter Barton

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Re: [rt-users] Mandatory Subject - EMail

[Raed El-Hames]

Peter,

 
 I have seen the RT-Extension-MandatorySubject plugin and this is great for
 opening tickets via the web interface.  However, my company opens at least
 90% of its tickets via email.  Is there anything out that can enforce
 mandatory subjects on tickets opened via email?
 


How would you do that? Sending a bounce back? -- which is not convenient?
What you can do is write a scrip on create to look for empty subject and then 
insert one based on whatever criteria you want, eg requestor / sender email 
address or the first line of the content etc ..

Regards;
Roy  

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Re: [rt-users] Mandatory Subject - EMail

[Emmanuel Lacour]

On Wed, Sep 08, 2010 at 09:16:11AM -0500, Peter Barton wrote:
  
 I would actually like to bounce the email back notifying the sender that
 the subject is required.
 

You can hack lib/RT/Interface/Email.pm::Gateway, add a test on $Subject after 
the
test of $Authstat and use MailError in the same way.

Or a scrip that makes the ticket rejected and send an email to
requestor.

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Re: [rt-users] Mandatory Subject - EMail

[Kenneth Marshall]

On Wed, Sep 08, 2010 at 09:16:11AM -0500, Peter Barton wrote:
  
  I have seen the RT-Extension-MandatorySubject plugin and this is
 great for
  opening tickets via the web interface.  However, my company opens at
 least
  90% of its tickets via email.  Is there anything out that can enforce
  mandatory subjects on tickets opened via email?
  
 
 
 How would you do that? Sending a bounce back? -- which is not
 convenient?
 What you can do is write a scrip on create to look for empty subject
 and then insert one based on whatever criteria you want, eg requestor /
 sender email address or the first line of the content etc ..
 
 Regards;
 Roy  
 
 I would actually like to bounce the email back notifying the sender that
 the subject is required.
 
 
 --
 Peter Barton
 
In order to prevent problems caused by back-scatter, you may want to
consider returning a 5xx error to the mail message with an informative
message. You could use header_checks with postfix and most other MTA's
support similar functionality.

Cheers,
Ken

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Re: [rt-users] Mandatory Subject - EMail

[Jason A. Smith]

On 09/08/2010 10:16 AM, Peter Barton wrote:


I have seen the RT-Extension-MandatorySubject plugin and this is

great for

opening tickets via the web interface.  However, my company opens at

least

90% of its tickets via email.  Is there anything out that can enforce
mandatory subjects on tickets opened via email?





How would you do that? Sending a bounce back? -- which is not

convenient?

What you can do is write a scrip on create to look for empty subject

and then insert one based on whatever criteria you want, eg requestor /
sender emailaddress or the first line of the content etc ..


Regards;
Roy


I would actually like to bounce the email back notifying the sender that
the subject is required.


Personally I don't see a problem with sending a bounce to a person who 
sent an email without a subject either.  I think the original email 
without a subject is inconvenient, so they deserve a bounce.


We send all of our RT email through procmail for some additional 
filtering like this and this is the section of our procmail that checks 
for missing subjects.  It sends a copy of their original email back to 
them, with a subject saying that their ticket was rejected because the 
subject was missing.  It also adds a message to the email body, but 
unfortunately it is appended so they may not see it.  I haven't bothered 
to try to figure out a way to prepend it.  I Bcc the bounces to my email 
address also, so I know when people do this and I can check to see if 
they resent the email with a subject.


~Jason
#
# Check for missing or empty subjects:
#
ERRORS_TO=my.em...@domain.com
SUBJECT=`formail -xSubject: | expand | sed -e 's/^[ ]*//g' -e 's/[ ]*$//g'`
:0 c:
* SUBJECT ?? 
| formail -I Status: R ${MAILDIR}/noSubject
:0 A
|( formail -brkt -IFrom: RT Ticket System ticket-addr...@domain.com \
   -IBcc: $ERRORS_TO \
   -ISubject: RT email ticket rejected - NO SUBJECT.; \
   echo  RT Message ; \
   echo Your email ticket request will NOT be processed without a subject.; \
   echo Please include a subject in your email message above and resend it. \
) | $SENDMAIL -oi -t
:0 c:
* SUBJECT ?? \(no subject\)
| formail -I Status: R ${MAILDIR}/noSubject
:0 A
|( formail -brkt -IFrom: RT Ticket System ticket-addr...@domain.com \
   -IBcc: $ERRORS_TO \
   -ISubject: RT email ticket rejected - NO SUBJECT.; \
   echo  RT Message ; \
   echo Your email ticket request will NOT be processed without a subject.; \
   echo Please include a subject in your email message above and resend it. \
) | $SENDMAIL -oi -t




smime.p7s
Description: S/MIME Cryptographic Signature

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Re: [rt-users] Mandatory Subject - EMail

[Konstantin Khomoutov]

On Wed, 8 Sep 2010 09:04:35 -0500
Peter Barton pbar...@iesi.com wrote:

 I have seen the RT-Extension-MandatorySubject plugin and this is
 great for opening tickets via the web interface.  However, my company
 opens at least 90% of its tickets via email.  Is there anything out
 that can enforce mandatory subjects on tickets opened via email?

We were facing the same problem (the difference is that in our case
100% tickets are filed using web interface) and it was solved using two
different soultions (deployed one after another, we're currently using
the first one).

The first is to make a scrip which sets the subject to the first
non-empty line of the report text.

Meta info for the scrip:
Description: 00 On Create Set Subject From Request Text
Condition: User Defined
Action: User Defined
Template: Global Template: Blank
Stage: TransactionCreate

Scrip condition code:

if ($self-TransactionObj-Type eq 'Create'
 $self-TicketObj-Subject() eq '') {
  return 1;
} else {
  return undef;
}

Scrip code:

my @lines = split(/\n/, $self-TransactionObj-Content());
for my $line (@lines) {
  $line =~ s/^\s+//;
  $line =~ s/\s+$//;
  if ($line ne '') {
my ($ok, $msg) = $self-TicketObj-SetSubject($line);
if (!$ok) {
  $RT::Logger-error(Failed to set ticket subject: $msg);
  return 0;
}
last;
  }
}
return 1;

The scrip description starts with 00  to ensure it is executed
earlier that other scrips (see [1]) which is needed so that the
watchers of the relevant queue get their notification e-mail with
the subject appropriately modified.

Then we switched to using a callback for the BeforeCreate event of the
/SelfService/Create.html form and now the subject is set in that
callback using roughly the same code.

1. http://wiki.bestpractical.com/view/ScripExecOrder

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Re: [rt-users] Mandatory Subject - EMail

[Jason A. Smith]

On 09/08/2010 10:48 AM, Kenneth Marshall wrote:


In principle, an informative bounce is okay. Unfortunately, it can
be taken advantage of by unscrupulous mailers to send SPAM messages
to other E-mail addresses with the consequent impact to your mail
reputation and ability to send E-mail from your domain to others.
If you restrict such bounces to local authenticated E-mail, then
you can minimize the risk through the use of accountability.

Cheers,
Ken


True, but if your RT is setup to accept email tickets from anywhere, 
because there is no central directory of known email addresses and a 
need for many people to be able to submit tickets, then it doesn't 
matter since the sender (real or fake) will either get the no subject 
bounce or the rt ticket created auto-reply.


Also, in our procmail, the no subject check is the last filter before 
the queue check rules.  Before these are several other rules to filter 
out spam, and emails from mailers, lists, daemons, etc...


~Jason



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Description: S/MIME Cryptographic Signature

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Re: [rt-users] Mandatory Subject - EMail

[Kenneth Marshall]

On Wed, Sep 08, 2010 at 11:19:35AM -0400, Jason A. Smith wrote:
 On 09/08/2010 10:48 AM, Kenneth Marshall wrote:

 In principle, an informative bounce is okay. Unfortunately, it can
 be taken advantage of by unscrupulous mailers to send SPAM messages
 to other E-mail addresses with the consequent impact to your mail
 reputation and ability to send E-mail from your domain to others.
 If you restrict such bounces to local authenticated E-mail, then
 you can minimize the risk through the use of accountability.

 Cheers,
 Ken

 True, but if your RT is setup to accept email tickets from anywhere, 
 because there is no central directory of known email addresses and a need 
 for many people to be able to submit tickets, then it doesn't matter since 
 the sender (real or fake) will either get the no subject bounce or the rt 
 ticket created auto-reply.

 Also, in our procmail, the no subject check is the last filter before the 
 queue check rules.  Before these are several other rules to filter out 
 spam, and emails from mailers, lists, daemons, etc...

 ~Jason


True, these sorts of attacks are caught in our situation by the
anti-spam filter before submitting the message to RT. The same
setup could help ameleorate this back-scatter problem of a no-
subject bounce as well.

Cheers,
Ken

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Re: [rt-users] (no subject)

[Martin Drasar]

Hi,
this is an attepmt to bump one old thread. In case it does not work as
it should, here is the orginal post:

 This seems to be a rare occurrence, but our RT install sometimes stops
 sending email.  I have to restart Apache or kill the fastcgi processes
 and let them restart before it will resume.  RT 3.8.7, Apache 2,
 fastcgi, and I've changed it to use sendmail instead of the default
 sendmailpipe (happened more frequently with sendmailpipe, but still
 happens with sendmail)
 Set($MailCommand , 'sendmail');
 Set($SendmailArguments , -oi);
 
 I see this in the logs when RT attempts to send an email:
 Jan 13 13:18:28 rt mog_rt: Scrip Commit 10 died. - Can't fork at
 /usr/share/perl5/Mail/Mailer.pm line 137. Stack:
 [/usr/share/perl5/Mail/Mailer.pm:137]
 [/usr/share/perl5/Mail/Internet.pm:451]
 [/home/rt/mog_rt/bin/../lib/RT/Interface/Email.pm:503]
 [/home/rt/mog_rt/bin/../lib/RT/Action/SendEmail.pm:307]
 [/home/rt/mog_rt/bin/../lib/RT/Action/SendEmail.pm:129]
 [/home/rt/mog_rt/bin/../lib/RT/ScripAction_Overlay.pm:238]
 [/home/rt/mog_rt/bin/../lib/RT/Scrip_Overlay.pm:464]
 [/home/rt/mog_rt/bin/../lib/RT/Scrips_Overlay.pm:196]
 [/home/rt/mog_rt/bin/../local/lib/RT/Transaction_Overlay.pm:188]
 [/home/rt/mog_rt/bin/../lib/RT/Record.pm:1457]
 [/home/rt/mog_rt/bin/../lib/RT/Ticket_Overlay.pm:3323]
 [/home/rt/mog_rt/bin/../lib/RT/Ticket_Overlay.pm:2996]
 [/home/rt/mog_rt/bin/../lib/RT/Record.pm:898]
 [/home/rt/mog_rt/bin/../lib/RT/Interface/Web.pm:1340]
 [/home/rt/mog_rt/bin/../lib/RT/Interface/Web.pm:1450]
 [/home/rt/mog_rt/share/html/Ticket/Display.html:155]
 [/home/rt/mog_rt/share/html/Tick
 
 (the line appears to be truncated in the logs)
 
 Has anyone else seen this?

I am more or less in the same situation here. We are using cron scripts
that send to the RT once in a while some mails and these mails are then
sent from the RT to other recipients (via the Autoreply scrip).

Problem is that these cron scripts usually produce more than 10 mails at
a time and the RT obviously struggles with delivering that many mails in
such a small time frame.

Looking inside the Mailer.pm file, one can see that there is this call:
my $child = open $self, '|-';
which tries to fork a subprocess to do the mailing job. So what happens
is that the RT in fact attempts to create more than 10 subprocesses.

I thought that that might be a problem, but looking in the limits.conf I
have found that I have no limits set at all.

Do you think this might be a problem? And if so, do you have idea how to
fix it?

My system:
 Linux version 2.6.26-2-686 (Debian 2.6.26-24lenny1) (da...@debian.org) (gcc 
 version 4.1.3 20080704 (prerelease) (Debian 4.1.2-25)) #1 SMP Thu Aug 19 
 03:44:10 UTC 2010
 perl, v5.10.0 built for i486-linux-gnu-thread-multi
 Server version: Apache/2.2.9 (Debian)
 Server built:   Apr 19 2010 19:57:58
 RT 3.8.7

Thank you very much for your help

Regards,
Martin

-- 
Mgr. Martin Drasar   dra...@ics.muni.cz
CSIRT-MU, Network Security Department  http://www.muni.cz/csirt
Institute of Computer Science, Masaryk University, Brno, Czech Republic
   PGP Key ID: 0x944BC925

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[rt-users] (no subject)

[Rajesh Singh]

unsubscribe


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[rt-users] Updated subject on outgoing email

[Angus Rea]

Hi,

I have two 'On create' scrips:

a) the first one scans the body of the email and updates some fields 
including the ticket subject; and


b) a second one which sends


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[rt-users] Updated subject not used in outgoing email

[Angus Rea]

Hi,

I having a small but annoying problem with two 'On create' scrips which 
do the following:


a) the first one scans the body of the email and updates some fields 
including the ticket subject:


Description: 10 - On Create, set subject and other fields
Condition:   On Create
Action:  User Defined
Template:Global template: Blank
Stage:   TransactionCreate

b) the second one sends an email to the requestor:

Description: 90 - On Create, autoreply to requestors
Condition:   On Create
Action: Autoreply To Requestors
Template: MyAutoReply
Stage:   TransactionCreate

Both scrips run correctly, except that the updated subject line is not 
used in the email.


Here is the history of a test ticket:

   Mon Jun 21 16:26:19 2010 RT_System - Subject changed from 'ECR' to 
'ECR: 30R1234 - type - ASY - subject [Angus Rea]'

   Mon Jun 21 16:26:20 2010 RT_System - Outgoing email recorded

As you can see, the 1st scrip runs and updates the subject and then the 
2nd scrip sends the email; however, the subject of

the email sent to the requestor is the original subject; ie: just 'ECR'.

Is there something I should be doing to 'commit' the updates to the 
ticket so that the 2nd scrip is aware of the changes?


I have tried running the code for the first scrip in both the 
'preparation' and 'cleanup' actions - it doesn't make any difference.


Thanks in advance for your assistance.

Regards - Angus

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Re: [rt-users] Updated subject not used in outgoing email

[Joop]

Angus Rea wrote:

Hi,

I having a small but annoying problem with two 'On create' scrips 
which do the following:


a) the first one scans the body of the email and updates some fields 
including the ticket subject:


Description: 10 - On Create, set subject and other fields
Condition:   On Create
Action:  User Defined
Template:Global template: Blank
Stage:   TransactionCreate

b) the second one sends an email to the requestor:

Description: 90 - On Create, autoreply to requestors
Condition:   On Create
Action: Autoreply To Requestors
Template: MyAutoReply
Stage:   TransactionCreate

Both scrips run correctly, except that the updated subject line is not 
used in the email.


Here is the history of a test ticket:

   Mon Jun 21 16:26:19 2010 RT_System - Subject changed from 'ECR' to 
'ECR: 30R1234 - type - ASY - subject [Angus Rea]'

   Mon Jun 21 16:26:20 2010 RT_System - Outgoing email recorded

As you can see, the 1st scrip runs and updates the subject and then 
the 2nd scrip sends the email; however, the subject of

the email sent to the requestor is the original subject; ie: just 'ECR'.

Use stage: TransactionBatch instead but watch out for side effects.

Regards,

Joop


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Re: [rt-users] Updated subject not used in outgoing email

[Angus Rea]

Thanks Joop - yes, the following steps fixed the problem:

a) enabled TransactionBatch in /opt/rt3/etc/RT_SiteConfig.pm by adding:

 Set($UseTransactionBatch , 1);

b) restarted RT

c) changed the Stage for the 'On Create, autoreply' scrip to 
TransactionBatch.


Re the side effects of enabling TransactionBatch, I searched the wiki 
but I couldn't find any specific issues,
at least with the latest versions - any hints as to what these side 
effects may be?


thanks again - Angus

On 21/06/2010 4:48 PM, Joop wrote:

Angus Rea wrote:

Hi,

I having a small but annoying problem with two 'On create' scrips
which do the following:

a) the first one scans the body of the email and updates some fields
including the ticket subject:

Description: 10 - On Create, set subject and other fields
Condition:   On Create
Action:  User Defined
Template:Global template: Blank
Stage:   TransactionCreate

b) the second one sends an email to the requestor:

Description: 90 - On Create, autoreply to requestors
Condition:   On Create
Action: Autoreply To Requestors
Template: MyAutoReply
Stage:   TransactionCreate

Both scrips run correctly, except that the updated subject line is
not used in the email.

Here is the history of a test ticket:

   Mon Jun 21 16:26:19 2010 RT_System - Subject changed from 'ECR' to
'ECR: 30R1234 - type - ASY - subject [Angus Rea]'
   Mon Jun 21 16:26:20 2010 RT_System - Outgoing email recorded

As you can see, the 1st scrip runs and updates the subject and then
the 2nd scrip sends the email; however, the subject of
the email sent to the requestor is the original subject; ie: just 'ECR'.

Use stage: TransactionBatch instead but watch out for side effects.

Regards,

Joop


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[rt-users] (no subject)

[Pamela Pomary]

Hello fellow exim users,

I have exim 4.71 installed on Freebsd 8.0 with mysql support. I can send
mail locally using my mysql users. i get the following error when i try
sending mail from my box to another email address:

2010-05-20 18:28:23 1OFATk-Kf-Bv = m...@update.ug.edu.gh
H=update.ug.edu.gh [41.204.63.199] P=smtp S=230
2010-05-20 18:28:23 1OFATk-Kf-Bv ** m...@ug.edu.gh: Unrouteable address
2010-05-20 18:28:23 1OFATn-Kh-Om =  R=1OFATk-Kf-Bv U=mailnull
P=local S=1063
2010-05-20 18:28:23 1OFATk-Kf-Bv Completed
2010-05-20 18:28:23 1OFATn-Kh-Om = me m...@update.ug.edu.gh
R=mysql_user T=mysql_delivery
2010-05-20 18:28:23 1OFATn-Kh-Om Completed


what have missed in /exim.conf   :



# $Cambridge: exim/exim-src/src/configure.default,v 1.1 2004/10/07
10:39:01 ph10 Exp $

##
#  Runtime configuration file for Exim   #
##


# This is a default configuration file which will operate correctly in
# uncomplicated installations. Please see the manual for a complete list
# of all the runtime configuration options that can be included in a
# configuration file. There are many more than are mentioned here. The
# manual is in the file doc/spec.txt in the Exim distribution as a plain
# ASCII file. Other formats (PostScript, Texinfo, HTML, PDF) are available
# from the Exim ftp sites. The manual is also online at the Exim web sites.


# This file is divided into several parts, all but the first of which are
# headed by a line starting with the word begin. Only those parts that
# are required need to be present. Blank lines, and lines starting with #
# are ignored.


### IMPORTANT ## IMPORTANT ### IMPORTANT ###
#  #
# Whenever you change Exim's configuration file, you *must* remember to#
# HUP the Exim daemon, because it will not pick up the new configuration   #
# until you do. However, any other Exim processes that are started, for#
# example, a process started by an MUA in order to send a message, will#
# see the new configuration as soon as it is in place. #
#  #
# You do not need to HUP the daemon for changes in auxiliary files that#
# are referenced from this file. They are read every time they are used.   #
#  #
# It is usually a good idea to test a new configuration for syntactic  #
# correctness before installing it (for example, by running the command#
# exim -C /config/file.new -bV). #
#  #
### IMPORTANT ## IMPORTANT ### IMPORTANT ###



##
#MAIN CONFIGURATION SETTINGS #
##
hide mysql_servers = localhost/database/user/password

# Specify your host's canonical name here. This should normally be the fully
# qualified official name of your host. If this option is not set, the
# uname() function is called to obtain the name. In many cases this does
# the right thing and you need not set anything explicitly.

# primary_hostname =


# The next three settings create two lists of tables and one list of hosts.
# These lists are referred to later in this configuration using the syntax
# +local_tables, +relay_to_tables, and +relay_from_hosts, respectively. They
# are all colon-separated lists:

#tablelist local_tables = @
tablelist local_tables = @ :localhost : ${lookup mysql {SELECT table FROM
tables \
WHERE table=${quote_mysql:${table}} }}
tablelist relay_to_tables = ug.edu.gh
hostlist   relay_from_hosts = 127.0.0.1 : 192.168.0.0/16 : 41.204.63.199 :
82.206.239.128/25



# Most straightforward access control requirements can be obtained by
# appropriate settings of the above options. In more complicated
situations, you
# may need to modify the Access Control List (ACL) which appears later in
this
# file.

# The first setting specifies your local tables, for example:
#
#   tablelist local_tables = my.first.table : my.second.table
#
# You can use @ to mean the name of the local host, as in the default
# setting above. This is the name that is specified by primary_hostname,
# as specified above (or defaulted). If you do not want to do any local
# deliveries, remove the @ from the setting above. If you want to accept
mail
# addressed to your host's literal IP address, for example, mail addressed to
# u...@[192.168.23.44], you can add @[] as an item in the local tables
# list. You also need to uncomment 

[rt-users] (no subject)

[Nilsen, Vidar]

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[rt-users] (no subject)

[Craig Scott]

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[rt-users] Queue Subject Tag

[Raed El-Hames]

Hi;

rt-3.8.7
When listing the queues in /Admin/Queues/index.html I would also like to 
include the SubjectTag , is this possible ??
Looking through the code and database it seems the queue subject tag is 
an Attribute entry with the Queue id and the Tag encrypted (hashed) 
within the Content field.(which is not a good way of doing things to be 
honest).
Is there a clean way to extract these, so it can be listed and/or 
searched on ?? If not is there a field that I can tinker with (for 
example Attribute.Description) so I can include queue id and Tag without 
breaking this function??

Any help would be appreciated?

Regards;

Roy

 

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Re: [rt-users] Queue Subject Tag

[Raed El-Hames]

Just got told of by Jesse for sending to both users/devel lists so 
apologies for the duplicate email.
In case anyone interested I have solved the problem by adding:

SubjectTag = {
title = 'SubjectTag', # loc
value = sub { return $_[0]-SubjectTag() },
},

to my $COLUMN_MAP = {
in Elements/RT__Queue/ColumnMap


Regards;

Roy


Raed El-Hames wrote:
 Hi;

 rt-3.8.7
 When listing the queues in /Admin/Queues/index.html I would also like to 
 include the SubjectTag , is this possible ??
 Looking through the code and database it seems the queue subject tag is 
 an Attribute entry with the Queue id and the Tag encrypted (hashed) 
 within the Content field.(which is not a good way of doing things to be 
 honest).
 Is there a clean way to extract these, so it can be listed and/or 
 searched on ?? If not is there a field that I can tinker with (for 
 example Attribute.Description) so I can include queue id and Tag without 
 breaking this function??

 Any help would be appreciated?

 Regards;

 Roy

  

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[rt-users] (no subject)

[Brian Forquer]

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[rt-users] Prevent Subject Lines Starting with RE: or Re: from creating tickets

[pjaramillo]

I won't to stop any emails with the Subject line of RE: whatever or Re: 
whatever from creating tickets?
Is this something that can be done with sendmail or rtmailgate, while 
still retaining the ability for users to create tickets via email?

Thanks,
Paul J
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Re: [rt-users] Prevent Subject Lines Starting with RE: or Re: from creating tickets

[Jesse Vincent]

On Wed 25.Nov'09 at  9:42:52 -0600, pjarami...@kcp.com wrote:
 I won't to stop any emails with the Subject line of RE: whatever or Re: 
 whatever from creating tickets?
 Is this something that can be done with sendmail or rtmailgate, while 
 still retaining the ability for users to create tickets via email?

I'd probably just use procmail for that myself.

 
 Thanks,
 Paul J
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Re: [rt-users] Prevent Subject Lines Starting with RE: or Re: from creating tickets

[pjaramillo]

Thanks. After some googling, I implemented the following in my sendmail.cf 
to silently discard the subject lines of my choice with out sending an 
annoying reply message

LOCAL_RULESETS
F{FullSubjects} -o /etc/mail/subjects_full
F{PartSubjects} -o /etc/mail/subjects_part
HSubject:   $CheckSubject

SCheckSubject
R$={FullSubjects}$* $: REJECTSUBJECT
R$* $={PartSubjects} $* $: REJECTSUBJECT
R$* REJECTSUBJECT $*$#discard   $: discard

Thanks,
Paul J



From:
Jesse Vincent je...@bestpractical.com
To:
pjarami...@kcp.com
Cc:
rt-users@lists.bestpractical.com
Date:
11/25/2009 10:26 AM
Subject:
Re: [rt-users] Prevent Subject Lines Starting with RE: or Re: from 
creating tickets






On Wed 25.Nov'09 at  9:42:52 -0600, pjarami...@kcp.com wrote:
 I won't to stop any emails with the Subject line of RE: whatever or 
Re: 
 whatever from creating tickets?
 Is this something that can be done with sendmail or rtmailgate, while 
 still retaining the ability for users to create tickets via email?

I'd probably just use procmail for that myself.

 
 Thanks,
 Paul J
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[attachment signature.asc deleted by Paul Jaramillo/KCP] 


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[rt-users] (no subject)

[Sune K. Bech]

subscribe

 

Med venlig hilsen/Best regards

Sune K. Bech

IT-systemadministrator / Science-IT

Københavns Universitet

Biologisk Institut

Ole Maaløes Vej 5
2400 København N
tlf : + 45 35 32 37 12

Mobil: + 45 28 75 37 12

Email: skb...@bio.ku.dk mailto:skb...@bio.ku.dk 

 

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[rt-users] (no subject)

[Waller, Bradley]

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[rt-users] Change Subject

[Sergio Charpinel Jr.]

Hi,

How can I change the subject before creating the ticket?

Thanks.

-- 
Sergio Roberto Charpinel Jr.
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Re: [rt-users] Change Subject

[Emmanuel Lacour]

On Thu, Oct 22, 2009 at 11:30:29AM -0200, Sergio Charpinel Jr. wrote:
 Hi,
 
 How can I change the subject before creating the ticket?
 

to my knowledge, you have to modify method Gateway in
lib/RT/Interface/Email.pm.

else, you can setup a scrip that changes the subject just after insert
and make this scrip run first so next scrips will use the new subject.

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