[rt-users] Procmail filtering
I'm trying to use procmail to filter messages coming into RT but I can't figure out how to pass a queue name to my procmail recipe if it has spaces in it. QUEUE=\"queue with spaces\" and QUEUE='queue with spaces' both cause failure. Any suggestions? My /etc/aliases looks like this: rt-general: "|/etc/smrsh/procmail -m QUEUE=General /etc/procmail/rt-deliver.rc" rt-deliver.rc looks like this: # Trash Outlook autoreplies :0 w * ^subject:.*Out of Office AutoReply /dev/null #Strip Attachments and HTML :0 fw |/usr/local/bin/stripmime.pl #Send it on to the RT queue :0 w | /usr/sbin/rt-mailgate --queue $QUEUE --action correspond --url https://myserver.edu/rt/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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] Email Question
Todd- I did check my current production version which is on 3.4.2 and that has the value of NotifyActor set as 0. And my new production environment is on 3.6.5 and the NotifyActor there is also 0. Why does RT react differently if the values are the same. Any help in this matter is appreciated. Deepika -Original Message- From: Todd Chapman [mailto:[EMAIL PROTECTED] Sent: Sunday, November 11, 2007 7:52 AM To: Deepika Bhatia Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Email Question See NotifyActor in RT_SiteConfig.pm. On 11/11/07, Deepika Bhatia <[EMAIL PROTECTED]> wrote: > > > > > All: > > > > I have my current production version which is on version 3.4.2 When I create > a new ticket I receive an email as a requestor and also an email as an > AdminCc since I am setup as an AdminCc on the queue that I am creating the > ticket in. > > > > I am testing the latest version of RT on 3.6.5 with the same data setup from > 3.4.2 and when I create a new ticket in RT using the RT interface I only > receive one email as a Requestor. But I don't receive the email as an > AdminCc. If I create the ticket from my outlook by sending an email to RT I > receive both the emails as a requestor and also as an AdminCc. Why is that? > Is that normal functionality of version 3.6.5? > > > > The same thing happens, when I try to resolve a ticket for which I was the > requestor as well. And I don't receive any email when I resolve the ticket. > > > > Please comment. > > > > ~~~ > > Deepika Bhatia > > Sr. Manager > > Prosum Technology Services > > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch > today. > Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. > > > 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 SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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] Create Ticket on Resolve, but only if Custom Field is....
-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1
OK, I am getting ever so closer to getting this to work.
I have two Custom Fields: Billable and Followup.
I want to create a followup ticket if Followup is Yes.
I want to create an invoice ticket if Billable is Yes/Covered/or/Gratis
Here is my Billable scrip code:
Condition User Defined
Action Create Tickets
Template Global Template Create-Invoice
return 0 unless $self->TransactionObj->Type eq "Resolved";
return 0 unless $self->TicketObj->FirstCustomFieldValue('Billable') =~
/Yes/i;
return 0 unless $self->TicketObj->FirstCustomFieldValue('Billable') =~
/Covered/i;
return 0 unless $self->TicketObj->FirstCustomFieldValue('Billable') =~
/Gratis/i;
$RT::Logger->debug("Scrip running");
1;
and the Billable Template:
===Create-Ticket: generate-invoice
Queue: Accounting
Subject: Invoice: { $Tickets{'TOP'} -> Subject() }
Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() }
RefersTo: {$Tickets{'TOP'}->Id() }
Content: Please generate an invoice for this customer.
Billable was set to:
{$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable')}
Billable hours was set to:
{$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable Hours')}
Please refer to previous ticket for more information.
ENDOFCONTENT
For Followup:
Condition User Defined
Action Create Ticket
Template Global Template Generate-Followup
===Create-Ticket: generate-followup
Queue: Customer Service
Subject: Invoice: { $Tickets{'TOP'} -> Subject() }
Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() }
RefersTo: {$Tickets{'TOP'}->Id() }
Content: A follow up was requested on this ticket. Please refer to
previous ticket for more information.
ENDOFCONTENT
When I resolve a ticket which has Yes in both fields, there are various
entries in the /var/log/messages, but none of them refer to scrip 22 or 23.
- From the RT_Config.pm debug messages should go to syslog or
/var/log/messages, but nothing is mentioned there.
I would greatly appreciate any help in finally nailing this down.
-BEGIN PGP SIGNATURE-
Version: GnuPG v1.4.7 (MingW32)
iD8DBQFHOhAtb/8X6V5MpAURAvTyAKDF4s5C29YhPxXxP+JsqdxxKEwAcACggROL
5lPILNMpVTTxWkIu7D8rPRA=
=sUid
-END PGP SIGNATURE-
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
If you sign up for a new RT support contract before December 31, we'll take
up to 20 percent off the price. This sale won't last long, so get in touch
today.
Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745.
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] writing new widgets
A request has been made for a new item which will best be handled by a widget. I know nothing of writing these things and wonder if there is somewhere I should look to get an idea as to how to approach this. Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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] Unable to remove 3.6.1 after upgrade to 3.6.5
On Nov 11, 2007, at 6:35 PM, Mathew wrote: file. After restarting httpd RT comes up fine and indicates that v3.6.5 is in use. However, if I attempt to move or rename the old directory (rt-3.6.1) I get an internal server error. when the browser shows "internal server error", the server logs more data to its own error log file. go see what that is, as it will have the details you need to solve your problem. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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
R: [rt-users] How to Configure RT_MAILGATE with MS Exchange
I basically followed what suggested into this article: http://www.msexchange.org/tutorials/MF015.html creating a contact in exchange with an smtp e-mail address pointing to the rt user mail configured on the rt server. the exchange 2003 users send e-mails to this contact to open their tickets Gianluca Da: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Per conto di Leke Fasola Inviato: martedì 13 novembre 2007 7.37 A: rt-users@lists.bestpractical.com Oggetto: [rt-users] How to Configure RT_MAILGATE with MS Exchange Hello All, I just completed installation of rt3 succesfully but I don't know how to make it communicate with my MS exchange. can somebody explain how to to make rt3 send/receive mail to/fro MS exchange. Both rt3 and ms exchange servers are on the same LAN. Thank you. Leke ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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] RT suddenly no longer works (blank titleless page for everything, no errors in apache)
Chris McCafferty wrote: perl -MCPAN -e 'install "G/GB/GBARR/Scalar-List-Utils-1.18.tar.gz"' Then, restart apache. I also did an upgrade install of RT somewhere in there, which may or may not have been necessary. We're working perfectly now. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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 That fixed it! Thank you very much. - Joel ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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] How to Configure RT_MAILGATE with MS Exchange
Hi Leke, We are an Exchange shop as well running Postfix on the RT server with the Exchange as its Smarthost. We created accounts within AD with our "company friendly" queue e-mail addresses, one for correspondence and one for comments, these are configured to forward to an AD Contact which has the RT queue e-mail address (e-mail pointing to the actual RT server). Ticket flow goes like this: End user e-mails friendly name -> friendly name forwards to RT Contact -> Postfix receives e-mail, does the mailgate procedure Any correspondence through RT will always have the friendly name since he Reply setting within RT is set to the "company friendly" address. Hope that helps some. From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Leke Fasola Sent: Tuesday, November 13, 2007 1:37 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] How to Configure RT_MAILGATE with MS Exchange Hello All, I just completed installation of rt3 succesfully but I don't know how to make it communicate with my MS exchange. can somebody explain how to to make rt3 send/receive mail to/fro MS exchange. Both rt3 and ms exchange servers are on the same LAN. Thank you. Leke ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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] RT suddenly no longer works (blank titleless page for everything, no errors in apache)
> We are using RT 3.6.5 on CentOS 5 (x86_64) running inside two Xen > virtual machines, themselves running on CentOS (x86_64). Perl version > is 5.8.8 (build 10), mod_perl is version 2.0.2 (build 6.3). All CPAN > dependencies are okay, verified with sbin/rt-test-dependencies. We are using the same RT with RHEL4 (x86_64) with no virtualization in between and now have the same problem. Seems that the infrastructure staff had updated the perl.rpm a few weeks ago and we did not notice at first because apache has been up for many months now (all config changes always applied "gracefully"). Today we had to restart apache "properly" for the first time in months and now see the same thing - no error messages, no logs any more, empty pages and RT offers the main URL as "httpd/unix-directory", the bookmarked pages are all returned empty (with a 200 result code but zero length in the log files). We are desperately in need of ideas now! Michael ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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] RT suddenly no longer works (blank titleless page for everything, no errors in apache)
perl -MCPAN -e 'install "G/GB/GBARR/Scalar-List-Utils-1.18.tar.gz"' Then, restart apache. I also did an upgrade install of RT somewhere in there, which may or may not have been necessary. We're working perfectly now. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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] Installed RT Extension CommandByMail for email commands now RT not working
Hello everyone A rather Urgent request for help please. I installed RT::Extension::CommandByMail to enable email commands. Now all I get when trying to enter the rt gui is a request to downlioad the unix Directory structure. I have tried to restart apache but no use. Thanks in advance. Kobus ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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] Hiding Reminder Section? Also Watchers, Approval?
Hi there, I'm currently setting up rights for the main users of of our RT installation. On a run-through with one of them, they were confused and distracted by several sections which we won't be using but are featured rather prominently on the site. These were: * the "Reminder" section on Tickets * the "New Watchers" section on the "People" tab of a Ticket * The "Approval" link on the menu bar. I'm hoping hiding these sections are as easy as removing certain rights for those user groups, especially as we'd probably still like the sysadmin to have the ability to add Watchers. Note that these ordinary users don't have the Watch or WatchAsAdminCC rights, so it seems strange that they can add Watchers (even themselves). I dread hearing that the only answer is hiding those sections with CSS. Christopher ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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
