Re: [rt-users] Customer Centric RT?
On Mon, 2007-05-21 at 14:08 -0700, Justin Brodley wrote: Basically were an ASP hosting operation, we have hundreds of customers that pay us money to host their site. Our company has several departments that create tickets associated to each of the customers. Currently the way were managing Customer is by having them defined as a custom field and then we can write reports based off these custom fields. Why can't you use Requestor field to identify customers? - Mikko ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RTFM 2.2.0RC4 bug (with RT 3.6.3): Search not working for values of Cfs with type select one value
Thanks Ruslan and Dirk, for working on this problem! I would like to test and try. I downloaded ArticleCollection_Overlay.pm from svn, but still see problems (searches now have no results instead of all articles before). Do I have to download more files? Please give me a short note if you need people to try! Regards, Ulrike Dirk Pape wrote: Thanks Ruslan, can you give me the URL for the latest svn trunk for RTFM. Sorry if I am only blind to find it. Did Jesse mention, it resides in RTIR? Regards, Dirk. --Am 16. Mai 2007 07:55:55 +0400 schrieb Ruslan Zakirov [EMAIL PROTECTED]: Dirk, could please try the latest svn code, I hope I've fixed the problem you're seeing. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Statistic tool
Hi, Can you indicate me please any Rt statistic tool? MaRla ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Can't use string () as a HASH ref while strict refs in use at /opt/rt3/share/html/Elements/MyRT line 50, DATA line 1662
Hi Guys,
I could really use a hint or any kind of idea what is causing this
error. At the moment, our test instance is useable but not very pretty.
Content doesn't appear to be laid out correctly, almost as if a table is
badly formed and the columns are running under each other instead of
across the page. Data works so we can log in, insert tickets, modify
data etc,, but is not very pretty.
The only thing left to do is to delete our MySQL database and try again
from scratch, but I would prefer not to do that if possible. I believe
this is the same error as I questioned a couple of weeks ago, although
there is now a DATA reference in the error messages.
System:
System Sun Enterprise 4200 16GB RAM
Solaris 9 SPARC
RT VERSION = '3.6.3';
perl, v5.8.4 built for sun4-solaris-stdio
perl -MDBIx::SearchBuilder -e 'print $DBIx::SearchBuilder::VERSION;' 1.48
Server version: Apache/1.3.29 (Unix)
Server built: May 27 2004 14:39:39
mod_perl/1.29
We have removed our entire instance and installed fresh files, removing
all our customisations, made sure that our database is patched correctly
from etc/upgrade.
*System error*
*error:* Can't use string () as a HASH ref while strict refs in
use at /opt/rt3/share/html/Elements/MyRT line 50, DATA line 1662.
*context:*
*...*
*46:* table border=0 width=100%
*47:* tr valign=top
*48:* td width=70% class=boxcontainer
*49:*
*50:* % for my $portlet (@{$portlets-{body}}) {
*51:* % $show_cb-( $portlet ) %
*52:* br /
*53:* % }
*54:*
*...*
*code stack:* /opt/rt3/share/html/Elements/MyRT:50
/opt/rt3/share/html/index.html:79
/opt/rt3/share/html/autohandler:292
raw error http://gplive.uk:3000/index.html#raw
Can't use string () as a HASH ref while strict refs in use at
/opt/rt3/share/html/Elements/MyRT line 50, DATA line 1662.
Trace begun at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Exceptions.pm
line 131
HTML::Mason::Exceptions::rethrow_exception('Can\'t use string () as a HASH ref while
strict refs in use at /opt/rt3/share/html/Elements/MyRT line 50, DATA line 1662.^J')
called at /opt/rt3/share/html/Elements/MyRT line 50
HTML::Mason::Commands::__ANON__ at
/usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x18b3c20)')
called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1074
eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line
1068
HTML::Mason::Request::comp(undef, undef) called at
/opt/rt3/share/html/index.html line 79
HTML::Mason::Commands::__ANON__ at
/usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x17bab60)')
called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1074
eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line
1068
HTML::Mason::Request::comp(undef, undef, undef) called at
/opt/rt3/share/html/autohandler line 292
HTML::Mason::Commands::__ANON__ at
/usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x17e7afc)')
called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1069
eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line
1068
HTML::Mason::Request::comp(undef, undef, undef) called at
/usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 338
eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line
338
eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line
297
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x1972fa4)')
called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm
line 134
eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm
line 134
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x1972fa4)')
called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm
line 792
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x12c3acc)',
'Apache=SCALAR(0x14cbd54)') called at /opt/rt3/bin/webmux.pl line 123
eval {...} at /opt/rt3/bin/webmux.pl line 123
RT::Mason::handler('Apache=SCALAR(0x14cbd54)') called at /dev/null line 0
eval {...} at /dev/null line 0
/usr/local/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql
perl:
=5.8.3(5.008004)...found
users:
rt group (rtusers)...found
bin owner (root)...found
libs owner (root)...found
libs group (bin)...found
web owner (rtuser)...found
web group (rtusers)...found
CLI dependencies:
Getopt::Long =2.24...found
CORE dependencies:
Digest::base...found
Digest::MD5 =2.27...found
DBI =1.37...found
Test::Inline...found
Class::ReturnValue =0.40...found
Re: [rt-users] Statistic tool
On Tue, 22 May 2007, RTuser wrote: Can you indicate me please any Rt statistic tool? Go to wiki.bestpractical.com/rt/ and search for statistics. I use this one: http://wiki.bestpractical.com/index.cgi?RT3BatchStats ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Googleish Searches
Hi, I really appreciate the googleish search feature. I would like to use it more, but would like to restrict the searches based on date ranges, custom field values, etc. Has anybody out there done this and is willing to share the code? Is this in the works for a future release? Thanks, Roman ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Customer Centric RT?
-Original Message- From: [EMAIL PROTECTED] [mailto:rt-users- [EMAIL PROTECTED] On Behalf Of Mikko Lipasti Sent: Tuesday, May 22, 2007 1:34 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Customer Centric RT? On Mon, 2007-05-21 at 14:08 -0700, Justin Brodley wrote: Basically were an ASP hosting operation, we have hundreds of customers that pay us money to host their site. Our company has several departments that create tickets associated to each of the customers. Currently the way were managing Customer is by having them defined as a custom field and then we can write reports based off these custom fields. Why can't you use Requestor field to identify customers? - Mikko I don't know about Justin's situation, but for u, we sometimes have employees open tickets for customers. All correspondence should be via the employee, but we need a way to find all tickets for a certain customer. I'm planning to look into adding a On Behalf Of custom field that validates against the user database, but I don't know how much work it will be. -Kelly ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Customer Centric RT?
Mikko Lipasti wrote: On Mon, 2007-05-21 at 14:08 -0700, Justin Brodley wrote: Basically were an ASP hosting operation, we have hundreds of customers that pay us money to host their site. Our company has several departments that create tickets associated to each of the customers. Currently the way were managing Customer is by having them defined as a custom field and then we can write reports based off these custom fields. Why can't you use Requestor field to identify customers? Or dedicate a queue to each customer? If the people using it are different, a queue seems like the logical way to separate them. -- Les Mikesell [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Customer Centric RT?
Because the requestors are in support or professional service and need to be kept up to date on requests. Justin Brodley -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mikko Lipasti Sent: Monday, May 21, 2007 11:34 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Customer Centric RT? On Mon, 2007-05-21 at 14:08 -0700, Justin Brodley wrote: Basically were an ASP hosting operation, we have hundreds of customers that pay us money to host their site. Our company has several departments that create tickets associated to each of the customers. Currently the way were managing Customer is by having them defined as a custom field and then we can write reports based off these custom fields. Why can't you use Requestor field to identify customers? - Mikko ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Customer Centric RT?
Queues for each customer would be unmanageable as we would have over 200 queues, and i'd have a massive custom view to correlate all this data into a single pane of glass. Justin Brodley -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Les Mikesell Sent: Tuesday, May 22, 2007 5:34 AM To: Mikko Lipasti Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Customer Centric RT? Mikko Lipasti wrote: On Mon, 2007-05-21 at 14:08 -0700, Justin Brodley wrote: Basically were an ASP hosting operation, we have hundreds of customers that pay us money to host their site. Our company has several departments that create tickets associated to each of the customers. Currently the way were managing Customer is by having them defined as a custom field and then we can write reports based off these custom fields. Why can't you use Requestor field to identify customers? Or dedicate a queue to each customer? If the people using it are different, a queue seems like the logical way to separate them. -- Les Mikesell [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Need to trigger scrip on ticket moved *out* of queue
On Tuesday 22 May 2007 10:03, Helmuth Ramirez wrote: Description: QueueTransfer Condition: On Queue Change Action: Notify Other Recipients Template: New Ticket in Queue Stage: Transaction Create The template is a simple message we created letting the helpdesk staff a new ticket is sitting out there. So when a user's queue changes into ours, the distribution list gets notified. Here is what it looks like: Thanks for the template example. This will be helpful, because I can use it to make a really terse message for our pager. Unfortunately, your condition is the same as what I have now, which is that it triggers when the ticket moves into the queue. I need to trigger when the ticket moves out of the queue. Scott -- -- Scott Courtney | I don't mind Microsoft making money. I mind them [EMAIL PROTECTED] | having a bad operating system.-- Linus Torvalds http://4th.com/| (The Rebel Code, NY Times, 21 February 1999) | PGP Public Key at http://4th.com/keys/scott.pubkey ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Need to trigger scrip on ticket moved *out* of queue
At Tuesday 5/22/2007 09:37 AM, Scott Courtney wrote:
Good morning!
We are trying to set up a scrip that will notify a pager email address when
a ticket is moved *out of* one particular queue, regardless of the destination
queue.
Do I need to go to a custom condition for this? If so, what determines when
my conditional expression is evaluated?
Thanks for any advice.
Scott
Scott,
I think you need a global scrip with a custom condition something like this:
if ($self-TransactionObj-Type eq Set
$self-TransactionObj-Field eq Queue
$self-TransactionObj-OldValue eq n
) {
return 1;
} else {
return 0;
}
where n is the id of the queue you are interested in
Steve
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[rt-users] Customize Permission Denied email
Hello, Generally, we restrict access to a request so that only addresses associated with the request can post to it. From time to time, someone is listed as a CC with one email address, which forwards mail to a second one. When they reply, they get a Permission Denied response as their secondary email address isn't associated with the request. Is there an easy way to modify the Permission Denied response message to add in a few lines of text? We're looking to just add a sentence explaining why the bounce occurred and recommending that they use the web interface. Thanks, Eric Gauthier Network Engineer 617-353-8218 ~^~ [EMAIL PROTECTED] Boston University - Information Technology ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Customer Centric RT?
Justin Brodley wrote: Queues for each customer would be unmanageable as we would have over 200 queues, and i'd have a massive custom view to correlate all this data into a single pane of glass. I thought the point was to separate them... If you want to see the tickets regardless of queue you could make a custom query to pick the ones you want. -- Les Mikesell [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Customer Centric RT?
No, our main point is we need to be able to have Customers in the system and requestors as internal employees who are requesting on behalf of the customer. I'm really just trying to find out if anyone has done work like this already, or if this is something we'll need to build from scratch. Were currently solving the problem with Custom Fields but were concerned about the qty of CF values, and we also have some additional needs for escalation scripts that require additional data be stored with each custom field. Justin Brodley -Original Message- From: Les Mikesell [mailto:[EMAIL PROTECTED] Sent: Tuesday, May 22, 2007 8:23 AM To: Justin Brodley Cc: Mikko Lipasti; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Customer Centric RT? Justin Brodley wrote: Queues for each customer would be unmanageable as we would have over 200 queues, and i'd have a massive custom view to correlate all this data into a single pane of glass. I thought the point was to separate them... If you want to see the tickets regardless of queue you could make a custom query to pick the ones you want. -- Les Mikesell [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Customer Centric RT?
-Original Message- From: [EMAIL PROTECTED] [mailto:rt-users- [EMAIL PROTECTED] On Behalf Of Les Mikesell Sent: Tuesday, May 22, 2007 10:23 AM To: Justin Brodley Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Customer Centric RT? Justin Brodley wrote: Queues for each customer would be unmanageable as we would have over 200 queues, and i'd have a massive custom view to correlate all this data into a single pane of glass. I thought the point was to separate them... If you want to see the tickets regardless of queue you could make a custom query to pick the ones you want. Helpdesk workers need to see a single (or a few) 'queues' of work items. Management, SEs, sales people want to see all the tickets for customer X in the last 60 days before calling the customer, so that they don't get any rude awakenings -Kelly -- Les Mikesell [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Customer Centric RT?
On Tue, May 22, 2007 at 08:26:56AM -0700, Justin Brodley wrote: No, our main point is we need to be able to have Customers in the system and requestors as internal employees who are requesting on behalf of the customer. I'm really just trying to find out if anyone has done work like this already, or if this is something we'll need to build from scratch. Were currently solving the problem with Custom Fields but were concerned about the qty of CF values, and we also have some additional needs for escalation scripts that require additional data be stored with each custom field. You need the same thing from RT that I've always needed (being in the contract computer consulting business), and to the best of my knowledge, the closest you can currently get to that is by using Asset Tracker and defining each client (and site) as an asset. I still don't think that gets you everything you'd want in that environment. Check the list archive; this came up in the what do you want in 4.0 thread a couple months ago... Cheers, -- jra -- Jay R. Ashworth[EMAIL PROTECTED] Designer Baylink RFC 2100 Ashworth AssociatesThe Things I Think'87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Combine scrips
To all, Thanks to Gene LeDuc and Stephen Turner I got my notification scrip working and another scrip to modify another custom field using the same condition code. When I tried to combine them into 1 scrip, I either got the notification scrip to run (action = notify Requestor) or the modification code to work (action = user defined) but not both. I'm not sure how to do both in 1 scrip or even if it is possible. Is there where the TransdactionBatch option comes in? Thanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Combine scrips
Hi Kenn, I think the basic issue is that you want to use a user-defined action AND fire off an e-mail. Since I've been able to do almost anything within a template that I would want to do in a user-defined scrip action, I only use user-defined actions when I'm not going to send an e-mail. If there will be one or more e-mails, I put the code (that I would have put into the user-defined scrip action) into templates and cause them to trigger as many other scrips as I have e-mails to send. I do this by setting something (usually Priority) in the template, which triggers another scrip that fires another template (with each template sending off an e-mail). Since I don't use the Priority field to actually indicate priority, I use it instead to keep track of what stage a ticket is at and move it through my workflow process. For example: 1. Mail comes in, gets parsed by scrip. Scrip populates CFs in ticket and Priority gets set to 5. 2. Pri-5 triggers scrip/template that sends new-ticket alert to staff members. Template sets Status to open and Priority to 10. 3. Pri-10 triggers scrip/template that sends acknowledgment to requestor. Template sets Priority to 15. 4. Pri-15 triggers scrip/template that sends user a random password to access RT. Template sets Priority to 20. If requestor sends reply with reset in body, scrip sets Priority to 15 (which causes step 4 to repeat and make a new password). If staff member sends reply with ok in body, scrip sets Owner to staff member and Priority to 25. 6. Pri-25 triggers scrip/template that sends mail to requestor saying job is complete. Template also sets Priority to 30. 7. Pri-30 triggers scrip/template that sends mail to all staff members notifying that this job is complete. Template sets Status to resolved. Gene At 10:02 AM 5/22/2007, Kenneth Crocker wrote: Thanks to Gene LeDuc and Stephen Turner I got my notification scrip working and another scrip to modify another custom field using the same condition code. When I tried to combine them into 1 scrip, I either got the notification scrip to run (action = notify Requestor) or the modification code to work (action = user defined) but not both. I'm not sure how to do both in 1 scrip or even if it is possible. Is there where the TransdactionBatch option comes in? Thanks. -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Child process of address_pipe transport returned 75
Not able to get this incoming email working with RT using sendmail and now I'm trying to use Exim and I get the following error: This is how the alises look like: rt: |/usr/bin/rt-mailgate --queue general --debug --action correspond --url http://rt.domain.tld/; This is the error message from the maillog: 2007-05-22 14:22:30 1HqZ0A-go-BW = [EMAIL PROTECTED] H=localhost ( rt.latpro.com) [127.0.0.1] P=esmtp S=483 id= [EMAIL PROTECTED] 2007-05-22 14:22:30 1HqZ0A-go-BW ** |/usr/bin/rt-mailgate --queue general --debug --action correspond --url http://rt.domain.tld/ [EMAIL PROTECTED] R=system_aliases T=address_pipe: Child process of address_pipe transport returned 75 (could mean temporary error) from command: /usr/bin/rt-mailgate 2007-05-22 14:22:30 1HqZ0A-gt-QJ = R=1HqZ0A-go-BW U=exim P=local S=1889 2007-05-22 14:22:30 1HqZ0A-go-BW Completed 2007-05-22 14:22:30 1HqZ0A-gt-QJ = [EMAIL PROTECTED] [EMAIL PROTECTED] R=dnslookup T=remote_smtp H=mail1.domain.com [1.2.3.4] 2007-05-22 14:22:30 1HqZ0A-gt-QJ Completed Any inputs? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Combine scrips
Gene, Yes, I thought about using templates as well and will probably go ahead with your example. I could use ticket status for that, since I am adding a few new values there. I could set the status in a template which would trigger another scrip, and on and on. Not a bad idea. I was just wondering if there was a simpler way, but this one isn't too bad, really. I want to thank you for your time and patience in helping me get thru this learning curve. You truly helped alot. Kenn LBNL Gene LeDuc wrote: Hi Kenn, I think the basic issue is that you want to use a user-defined action AND fire off an e-mail. Since I've been able to do almost anything within a template that I would want to do in a user-defined scrip action, I only use user-defined actions when I'm not going to send an e-mail. If there will be one or more e-mails, I put the code (that I would have put into the user-defined scrip action) into templates and cause them to trigger as many other scrips as I have e-mails to send. I do this by setting something (usually Priority) in the template, which triggers another scrip that fires another template (with each template sending off an e-mail). Since I don't use the Priority field to actually indicate priority, I use it instead to keep track of what stage a ticket is at and move it through my workflow process. For example: 1. Mail comes in, gets parsed by scrip. Scrip populates CFs in ticket and Priority gets set to 5. 2. Pri-5 triggers scrip/template that sends new-ticket alert to staff members. Template sets Status to open and Priority to 10. 3. Pri-10 triggers scrip/template that sends acknowledgment to requestor. Template sets Priority to 15. 4. Pri-15 triggers scrip/template that sends user a random password to access RT. Template sets Priority to 20. If requestor sends reply with reset in body, scrip sets Priority to 15 (which causes step 4 to repeat and make a new password). If staff member sends reply with ok in body, scrip sets Owner to staff member and Priority to 25. 6. Pri-25 triggers scrip/template that sends mail to requestor saying job is complete. Template also sets Priority to 30. 7. Pri-30 triggers scrip/template that sends mail to all staff members notifying that this job is complete. Template sets Status to resolved. Gene At 10:02 AM 5/22/2007, Kenneth Crocker wrote: Thanks to Gene LeDuc and Stephen Turner I got my notification scrip working and another scrip to modify another custom field using the same condition code. When I tried to combine them into 1 scrip, I either got the notification scrip to run (action = notify Requestor) or the modification code to work (action = user defined) but not both. I'm not sure how to do both in 1 scrip or even if it is possible. Is there where the TransdactionBatch option comes in? Thanks. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Child process of address_pipe transport returned 75
On May 22, 2007, at 2:27 PM, Richard Solid wrote: Not able to get this incoming email working with RT using sendmail and now I'm trying to use Exim and I get the following error: This is how the alises look like: rt: |/usr/bin/rt-mailgate --queue general --debug --action correspond --url http://rt.domain.tld/; This is the error message from the maillog: RT's mailgate returns 75 if there is a reason for temporary failure. You should look in your RT logs to see what RT didn't like Also, try running the mailgate by hand (piping mail to it) so that you can see the debug output -kevin 2007-05-22 14:22:30 1HqZ0A-go-BW = [EMAIL PROTECTED] H=localhost (rt.latpro.com) [127.0.0.1] P=esmtp S=483 [EMAIL PROTECTED] 2007-05-22 14:22:30 1HqZ0A-go-BW ** |/usr/bin/rt-mailgate -- queue general --debug --action correspond --url http:// rt.domain.tld/ [EMAIL PROTECTED] R=system_aliases T=address_pipe: Child process of address_pipe transport returned 75 (could mean temporary error) from command: /usr/bin/rt-mailgate 2007-05-22 14:22:30 1HqZ0A-gt-QJ = R=1HqZ0A-go-BW U=exim P=local S=1889 2007-05-22 14:22:30 1HqZ0A-go-BW Completed 2007-05-22 14:22:30 1HqZ0A-gt-QJ = [EMAIL PROTECTED] [EMAIL PROTECTED] R=dnslookup T=remote_smtp H= mail1.domain.com [1.2.3.4] 2007-05-22 14:22:30 1HqZ0A-gt-QJ Completed Any inputs? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
