RE: [rt-users] Assigning owner on inbound email

2007-06-20 Thread Chance Ervin 
Looks like this is done with Scrips and not with the mailgate.

 

Thank you.

 

Chance Ervin

Level II Support & IT Manager

Intelenet Communications

 

NOC 949 784-7911

[EMAIL PROTECTED]

 

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From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Chance
Ervin
Sent: Wednesday, June 20, 2007 5:29 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Assigning owner on inbound email

 

MTA: sendmail

 

I have configured the aliases file so that emails sent to a certain
address are automatically placed in the proper queue. I used the
following:

 

rt-requisitions: "|/opt/rt3/bin/rt-mailgate --queue 'Purchase
Requisitions' --action correspond --url https://helpdesk.intelenet.net/";

 

What I would like to do is assign the owner as well based on this
address. I have not been able to find a way to do this with the examples
in the RT Essentials book or the Wiki.

 

If this is possible, could someone point me in the right direction?

 

Thank you.

 

 

Chance Ervin

Level II Support & IT Manager

Intelenet Communications

 

NOC 949 784-7911

[EMAIL PROTECTED]

 

=

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for the recipients named above, and contain information that may be
confidential or privileged. If you are not an intended recipient, you
must not read, copy, use or disclose this communication. Please also
notify the sender by replying to this message, and then delete all
copies of it from your system. Thank you.

 

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[rt-users] Assigning owner on inbound email

2007-06-20 Thread Chance Ervin 
MTA: sendmail

 

I have configured the aliases file so that emails sent to a certain
address are automatically placed in the proper queue. I used the
following:

 

rt-requisitions: "|/opt/rt3/bin/rt-mailgate --queue 'Purchase
Requisitions' --action correspond --url https://helpdesk.intelenet.net/";

 

What I would like to do is assign the owner as well based on this
address. I have not been able to find a way to do this with the examples
in the RT Essentials book or the Wiki.

 

If this is possible, could someone point me in the right direction?

 

Thank you.

 

 

Chance Ervin

Level II Support & IT Manager

Intelenet Communications

 

NOC 949 784-7911

[EMAIL PROTECTED]

 

=

This message and any files or text attached to it are intended only
for the recipients named above, and contain information that may be
confidential or privileged. If you are not an intended recipient, you
must not read, copy, use or disclose this communication. Please also
notify the sender by replying to this message, and then delete all
copies of it from your system. Thank you.

 

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Re: [rt-users] AutoReply vs Notify

2007-06-20 Thread Roger Gammans 
On Wed, Jun 20, 2007 at 01:33:05PM -0700, Kenneth Crocker wrote:
> also recorded in the ticket history. All well and good. The scrip we use 
> for ticket creation specifies "AutoReply to Requestor" and that, too, 
> works as expected. In an effort to create a little consistency, I 
> changed the action for the "on create" scrip from "AutoReply to 
> Requestor" to "Notify Requestor". Goodness! You'd think I had cut the 
>[snip]
> know why this change should make such a difference in the result?" I 
> really thought the two were a bit redundant, but obviously not. help???

Hmm. 
This explains stuff I've seen recently.

ahh, yup , after RTFSource  I can see the difference is that
the Notify action suppresses sending and email to the creator
of the tranasaction, where as AutoReply doesn't.

At least I think thats it..
`
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Re: [rt-users] AutoReply vs Notify

2007-06-20 Thread Gene LeDuc 

Hi Kenn,

I found the following code Action::Notify and I think it explains why 
you're seeing this behavior.

#Strip the sender out of the To, Cc and AdminCc and set the
# recipients fields used to build the message by the superclass.
# unless a flag is set
if ($RT::NotifyActor) {
@{ $self->{'To'} }  = @To;
@{ $self->{'Cc'} }  = @Cc;
@{ $self->{'Bcc'} } = @Bcc;
}
else {
@{ $self->{'To'} }  = grep ( lc $_ ne lc $creator, @To );
@{ $self->{'Cc'} }  = grep ( lc $_ ne lc $creator, @Cc );
@{ $self->{'Bcc'} } = grep ( lc $_ ne lc $creator, @Bcc );
}

If $RT::NotifyActor is not set, then the creator of the transaction (and 
with a ticket creation transaction, this is the creator of the ticket) is 
removed from the To, CC, and Bcc lists.  If $RT::NotifyActor is set then 
the To, Cc, and Bcc lists are not modified.  I think I read somewhere that 
$RT::NotifyActor is set in the site config file.


Regards,
Gene

At 01:33 PM 6/20/2007, Kenneth Crocker wrote:

To all,


I have just run into an interesting problem (for me anyway). We 
have several notification scrips, all of which specify the action "Notify 
Requestor" for such conditions as when the ticket status changes and a 
few others. In ALL cases, the E_mail gets sent to the requestor and is 
also recorded in the ticket history. All well and good. The scrip we use 
for ticket creation specifies "AutoReply to Requestor" and that, too, 
works as expected. In an effort to create a little consistency, I changed 
the action for the "on create" scrip from "AutoReply to Requestor" to 
"Notify Requestor". Goodness! You'd think I had cut the power to the Dow 
Jones Industrial. Nobody got any E-mails, anywhere and nothing was 
recorded into the ticket history when a ticket was created. This is a 
Global scrip so I guess I really messed up. I couldn't find any 
difference (relevent to the Requestor getting E_mail) in the description 
of the two actions in the RT Essentials book (again, I think this book 
REALLY NEEDS be re-written). So, my question is, "does anyone know why 
this change should make such a difference in the result?" I really 
thought the two were a bit redundant, but obviously not. help???


Kenn
LBNL
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[rt-users] AutoReply vs Notify

2007-06-20 Thread Kenneth Crocker 

To all,


	I have just run into an interesting problem (for me anyway). We have 
several notification scrips, all of which specify the action "Notify 
Requestor" for such conditions as when the ticket status changes and a 
few others. In ALL cases, the E_mail gets sent to the requestor and is 
also recorded in the ticket history. All well and good. The scrip we use 
for ticket creation specifies "AutoReply to Requestor" and that, too, 
works as expected. In an effort to create a little consistency, I 
changed the action for the "on create" scrip from "AutoReply to 
Requestor" to "Notify Requestor". Goodness! You'd think I had cut the 
power to the Dow Jones Industrial. Nobody got any E-mails, anywhere and 
nothing was recorded into the ticket history when a ticket was created. 
This is a Global scrip so I guess I really messed up. I couldn't find 
any difference (relevent to the Requestor getting E_mail) in the 
description of the two actions in the RT Essentials book (again, I think 
this book REALLY NEEDS be re-written). So, my question is, "does anyone 
know why this change should make such a difference in the result?" I 
really thought the two were a bit redundant, but obviously not. help???


Kenn
LBNL
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[rt-users] Ticket links use localhost in url?

2007-06-20 Thread Brian Buchanan 

*I solved this as I was writing it but I'll explain my problem and my solution
anyway.

When I link two tickets, Depends, Depended, Parent, Child, Refers, Refers to,
the url's host is always localhost.  i.e.
http://localhost/Ticket/Display.html?id=

The actual site url is http://helpdesk.my.domain/

Everything else works, except for link links (link urls).

The solution was to add
Set($WebBaseURL , "http://helpdesk.my.domain:$WebPort";);

to RT_SiteConfig.pm

I'm not sure how it was missed when RT was setup, but the Links was the only
place I found where it was a problem.

Brian


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Re: [rt-users] user names appearing in comments dropdown

2007-06-20 Thread Kenneth Crocker 

Michael,


How about "Privileged" users?


Kenn
LBNL

Michael Kukla wrote:

Jesse,

Thanks for personally looking into this.

Anyway, we're running RT 3.4.5 and I've checked again: Everyone doesn't 
have the "OwnTicket" right neither globally nor in any queue.


Mike Kukla
CASet
645-6000 x1156
~`

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Always use our workorder system first:

http://www.caset.buffalo.edu/support

If someone is ill or on vacation, you'll get a
more rapid reply.


Jesse Vincent wrote:


On Jun 18, 2007, at 3:13 PM, Michael Kukla wrote:


Jesse et al,

Sorry to say, I again need write the list about something we  noticed 
last week--namely, that the names of **disabled** users continue to 
appear in the Owner drop down one gets when "Commenting" on  ticket.


It appeared that the problem might have been due to the combination of

1) the fact that the AdminCc and Cc system groups had previously been 
granted the "own ticket" right; and


2) the fact that disabled users were  most likely still linked to 
Tickets as an AdminCC or Cc--


and thus still potential "owners".

However, the expected fix--globally revoking the "own ticket" right 
from AdminCc and CC--didn't work: the disabled users continue to 
appear in the Comment on Ticket "Owner" drop down as previously.


Has anyone else encountered, or better, resolved this phenomenon?


Can you confirm that you're on 3.6.3 and that "Everybody" doesn't have 
the "OwnTickets" right? I've just reread this section of code and I 
don't see hwo this can be happening.





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R: [rt-users] Adding an image, tables cut off

2007-06-20 Thread Gianluca Cecchi 
As a side question: how did you manage to have the Navigation Bar (Home,
Simple Search, Tickets, etc) placed vertically instead of the default
horizontal way?
>From the gui or tricking the code?
 
thanks 
gianluca
 



 
My other problem is the fact that in Internet Explorer (but not
in Firefox) the right side of my tables is getting cut off when using
the 3.4-compat stylesheets (see screen print link below). Has anyone
else seen this problem? 
Screen print of cut off tables
 
 

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[rt-users] Managing dependencies

2007-06-20 Thread John Arends 
How do people on this list manage the many, many dependencies that RT 
requires?


We're running RT on RHEL, and I'd like to use kickstart to be able to 
rebuild the server from scratch.


Installing the many required perl modules, and their associated 
dependencies does not appear easily scripted in an automated way with 
MCPAN.


What I have done is grab most of the perl modules as RPMs from Dag 
Wieers (http://dag.wieers.com/rpm/) and then building a few RPMs for the 
few cases where Dag did not have one.


This takes forever though, and seems like it eventually creates an 
unmaintainable mess.


Part of my concern is that I want to make sure we keep the same versions 
of all the modules around so I don't have to deal with compatibility 
problems every time someone changes something.


RT is a really great product, and I love it, but managing the 
installation is a huge pain, and it isn't something that I see discussed 
often. I need to have all this stuff packaged somehow for use in a 
production environment.

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Re: [rt-users] Adding an image, tables cut off

2007-06-20 Thread Jeff Voskamp 

Brandi L wrote:

Hi everyone!
 
I have two issues here that I'm trying to solve.

...
 My other problem is the fact that in Internet Explorer (but not in 
Firefox) the right side of my tables is getting cut off when using the 
3.4-compat stylesheets (see screen print link below). Has anyone else 
seen this problem?
Screen print of cut off tables 

 
 
Does anyone have any suggestions? Help is, as always, greatly appreciated.
 
Thanks!
 
Regards,

Brandi L
Using IE7?  I suspect that it's CSS intended for IE5.X that's messing 
things up.  I have to straighten this up before we can go to 3.6 here.  
happens with the 3.5-default skin as well, but you also get messed-up 
"hide" buttons on each section.



Jeff Voskamp
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[rt-users] Re: Tickets Assigned to Groups?

2007-06-20 Thread [EMAIL PROTECTED] 
El Mié, 06-06-2007 a las 16:39 -0300, [EMAIL PROTECTED] escribió:
> Hi,
> 
> Is there any trick to allow Tickets to be assigned to groups, not only
> to users?
> 
> Thx.
> Seb.-

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Re: [rt-users] FW: Ticket Report We Use

2007-06-20 Thread [EMAIL PROTECTED] 
El Mar, 19-06-2007 a las 16:12 -0400, Helmuth Ramirez escribió:
> Ok, here is the report we use, something simple that perhaps the
> community can build upon.

Helmuth, can you point us in the right direction on how to get this
report running on our RT?

Thx
Seb.-


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[rt-users] Sort savedsearches

2007-06-20 Thread Bjoern Schulz 

Hi!

One of my users would like to sort his savedsearches alphabetically.
I doesn't found a way to do that.
Any hints?

Greets,
  Björn
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[rt-users] Adding an image, tables cut off

2007-06-20 Thread Brandi L 

Hi everyone!

I have two issues here that I'm trying to solve.

FIrstly, I'm trying to add an image to the login page. Its just a logo,
nothing fancy, just for the look of the thing. Here is what I've done...

-First, I put the image in html/NoAuth/images

-To my RT_SiteConfig.pm file I've added the following code:
Set( $WebImagesURL , $WebPath . "/NoAuth/images/");
Set( $LoginImageURL, $WebImagesURL . "Helpdesk_Fox.gif");
Set( $LoginAltText, "Help Desk Fox");

-Then, I added the following code to html/Elements/Login:


The image doesn't show up, though. All I get is the box with the x in it and
the LoginAltText. After I made the changes I stopped httpd, cleared the
mason cache, and started httpd again.


My other problem is the fact that in Internet Explorer (but not in Firefox)
the right side of my tables is getting cut off when using the
3.4-compatstylesheets (see screen print link below). Has anyone else
seen this
problem?
Screen print of cut off
tables


Does anyone have any suggestions? Help is, as always, greatly appreciated.

Thanks!

Regards,
Brandi L
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[rt-users] Problem whit approvals on resolve

2007-06-20 Thread Eduardo Jose Saavedra Cea 

Hello:

I want to use approvals on resolve, but It`s doesn`t work for me. Only on
create.
I follow the instructions in the ApprovalCreation manual. I create the
PO-Req queue and the scrip and template bellow:

===Create-Ticket: poreq
Subject: Approve purchase order for {$Tickets{'TOP'}->Subject}
Depended-On-By: TOP
Queue: ___Approvals
Type: approval
Owner: edsaacea
Content: Someone has created a purchase requisition.  Please review and
approve it, so they can spend some money.
ENDOFCONTENT

Description: Create PO Req approval
Condition: On Create
Action: Create Tickets
Template: Create Approval
Stage: TransactionCreate

It`s work Ok. When the ticket is created, RT create another ticket in the
___Approvals queue whith the link "Depends on".
In addition, the ticket appear like "(pending approval)" until the user
edsaaved enter and resolved the approval. At this moment the original ticket
is resolved or rejecte
d.
On the other hand, I tried to obtain the same behaviour on resolve changing
the scrip condition "On Create" to "On Resolve".
In this case, wthe ticket is created, RT create another ticket in the
___Approvals queue whith the link "Depends on" too, but the ticket doesn`t
appear like "(pending approval)" any more. Furthermore, the original ticket
always is resolved, even if I reject the approval.
I tried a lot of other things whitout success.
I understand the schema, but not the result.
I`m using rt-3.6.3 and suse 10.2.

Thanks you very much.
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Re: [rt-users] user names appearing in comments dropdown

2007-06-20 Thread Michael Kukla 

Jesse,

Thanks for personally looking into this.

Anyway, we're running RT 3.4.5 and I've checked again: Everyone doesn't 
have the "OwnTicket" right neither globally nor in any queue.


Mike Kukla
CASet
645-6000 x1156
~`

Need assistance?
Always use our workorder system first:

http://www.caset.buffalo.edu/support

If someone is ill or on vacation, you'll get a
more rapid reply.


Jesse Vincent wrote:


On Jun 18, 2007, at 3:13 PM, Michael Kukla wrote:


Jesse et al,

Sorry to say, I again need write the list about something we  noticed 
last week--namely, that the names of **disabled** users continue to 
appear in the Owner drop down one gets when "Commenting" on  ticket.


It appeared that the problem might have been due to the combination of

1) the fact that the AdminCc and Cc system groups had previously been 
granted the "own ticket" right; and


2) the fact that disabled users were  most likely still linked to 
Tickets as an AdminCC or Cc--


and thus still potential "owners".

However, the expected fix--globally revoking the "own ticket" right 
from AdminCc and CC--didn't work: the disabled users continue to 
appear in the Comment on Ticket "Owner" drop down as previously.


Has anyone else encountered, or better, resolved this phenomenon?


Can you confirm that you're on 3.6.3 and that "Everybody" doesn't have 
the "OwnTickets" right? I've just reread this section of code and I 
don't see hwo this can be happening.





!DSPAM:46781949114231804284693!

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Re: [rt-users] FW: Ticket Report We Use

2007-06-20 Thread santhosh J 

Hi,

  Please can you brifly explain how to generate this. I couldn't get how to
generate this type of Report.

Regards
Santhosh

On 6/20/07, Helmuth Ramirez <[EMAIL PROTECTED]> wrote:


 Ok, here is the report we use, something simple that perhaps the
community can build upon.

Cheers
Helmuth

--
*From:* Helmuth Ramirez
*Sent:* Thu 3/29/2007 5:25 PM
*To:* rt-users@lists.bestpractical.com
*Subject:* Ticket Report We Use

 Hi everyone,
  Management wanted a report to review the number of open/closed tickets
on a daily basis.  Our Helpdesk Supervisor knows a little Crystal and came
up with a simple report.  I would like to submit it to the community in case
anyone else could use something like this and/or improve on it.  (share the
wealth right?).

Attached is an image file with what it looks like, as well as the Crystal
Reports rpt file.

Cheers
Helmuth



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[rt-users] Encrypt messages

2007-06-20 Thread Ignacio Vazquez Alvarez 
Hello,

I know that Jesse is working in PGP integration, but I can't wait. I've
found one RT_SiteConfig.pm file that contains:


# {{{ GnuPG
# A full description of the (somewhat extensive) GnuPG integration can
be found by
# running the command
#
#  perldoc RT::Crypt::GnuPG  (or perldoc lib/RT/Crypt/GnuPG.pm from your
RT install directory).


Set( %GnuPG,
Enable => 1,

# Set OutgoingMessagesFormat to 'inline' to use inline encryption and
# signatures instead of 'RFC' (GPG/MIME: RFC3156 and RFC1847) format.
OutgoingMessagesFormat => 'RFC', # Inline
);


I have been looking for RT::Crypt::GnuPG in CPAN and it is not there,
but I've found GnuPG.pm in /opt/rt3/lib/RT/Interface/Email/Auth but I
don't know what to do with it...

Any idea?
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