Re: [rt-users] reply via email from AdminCC does not go to Requestor

[チャンドラ]

Hi,

Just so the record is complete, it turned out the problem was with the 
mailing list application that I was using to forward mail into RT, and 
not RT itself.
I don't know exactly what was happening, but I suspect some header 
information that RT was expecting was not there, or was in an unexpected 
place.

Thanks to those that gave advice.

Cheers,
Martin

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Re: [rt-users] RT + relay

[chaim . rieger]

Will post my 
Alias
Postconf
Files tomorrow

Don't create users
--Original Message--
From: Jerrad Pierce
Sender: 
To: Tom Lanyon
Cc: Chaim Rieger
Cc: RT Users
Sent: Aug 4, 2008 21:26
Subject: Re: [rt-users] RT + relay

This seems to be
what Tom &
Chaim are suggestion. Alas, it has not worked thus far.

I also tried explicitly forcing a local transport for the username

but the same problematic expansion to the unresolvable
@localhost.$mydomain occurs.

I'm afraid I may have to create unix users, but that's most uncool and
difficult to maintain.
-- 
Cambridge Energy Alliance: Save money & the planet


Sent via BlackBerry from T-Mobile
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Re: [rt-users] RT + relay

[Jerrad Pierce]

This seems to be
what Tom &
Chaim are suggestion. Alas, it has not worked thus far.

I also tried explicitly forcing a local transport for the username

but the same problematic expansion to the unresolvable
@localhost.$mydomain occurs.

I'm afraid I may have to create unix users, but that's most uncool and
difficult to maintain.
-- 
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Re: [rt-users] Developing RT - Show changes without restart apache

[Jesse Vincent]

On Aug 4, 2008, at 9:30 PM, Mario A. del Riego wrote:

> -BEGIN PGP SIGNED MESSAGE-
> Hash: SHA1
>
>
> Hi, i'm new in RT. In my work I need to add some functionality to  
> RT, so
> it's very uncomfortable restart Apache on each change I want to make.
> So, exist a simple way to view the changes (almost) immediately?
>
Have a look at 'DevelMode' in the RT configuration file.

> Thanks in advance.
>
> - --
> A\C Mario A. del Riego
> Unidad de Recursos Informáticos
> Facultad de Ingeniería - UdelaR
> "La Universidad no puede ser un depósito indiferente de sueños
> y frustraciones personales..." Dr. G. Perera
> -BEGIN PGP SIGNATURE-
> Version: GnuPG v1.4.9 (GNU/Linux)
>
> iEYEARECAAYFAkiXrSQACgkQB6f+NSnOywTVpgCgw6K6TpKHBc0r2AkEbBWRyNwd
> GhwAoMqnnsst3EiQ/cpfyryqeyEb+LFi
> =a4pK
> -END PGP SIGNATURE-
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[rt-users] Developing RT - Show changes without restart apache

[Mario A. del Riego]

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1


Hi, i'm new in RT. In my work I need to add some functionality to RT, so
it's very uncomfortable restart Apache on each change I want to make.
So, exist a simple way to view the changes (almost) immediately?

Thanks in advance.

- --
A\C Mario A. del Riego
Unidad de Recursos Informáticos
Facultad de Ingeniería - UdelaR
"La Universidad no puede ser un depósito indiferente de sueños
y frustraciones personales..." Dr. G. Perera
-BEGIN PGP SIGNATURE-
Version: GnuPG v1.4.9 (GNU/Linux)

iEYEARECAAYFAkiXrSQACgkQB6f+NSnOywTVpgCgw6K6TpKHBc0r2AkEbBWRyNwd
GhwAoMqnnsst3EiQ/cpfyryqeyEb+LFi
=a4pK
-END PGP SIGNATURE-
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[rt-users] RT requiring login for every click

[Mark Hazen]

Hiya folks,

I saw this mentioned on the list a couple months back, but under Gentoo,
and while the issue was related to the MySQL language configuration,
there was a note from [EMAIL PROTECTED] stating that this was an issue related 
the
default charset setting for MySQL (under Gentoo, though) which had been
addressed for the next release (under 3.6, so it'd be incorporated into
3.8 I'm guessing).

When a user (admin user in this case) logs in, they get the home page,
but any subsequent clicks bring the login page up again. The system and
Apache logs don't reveal any errors, just a successful login message
when the logins are made.

I've checked the database and the cookie, and the RT_SID is identical
and being updated with each request. We did have default-character-set
as utf8 as recommended for Dovecot on the same machine, but I've
commented that out and restarted all associated services, and we still
have the multiple login requests.

I'm attaching my my.cnf file below in case that's the culprit; I do
appreciate any suggestions that might help here.


Environment: 
  RT: 3.8.0 
OS: Oracle Linux 5.2 (RHEL5 equivalent)
DB: MySQL 5.0.45
Web Server: Apache/2.2.3

Just for completeness, "make testdeps" states that all dependencies have
been found.

MySQL config (/etc/my.cnf):
  [mysqld]
  datadir=/var/lib/mysql
  socket=/var/lib/mysql/mysql.sock
  user=mysql
  old_passwords=0
  
  # RT suggested settings
  #
  set-variable = innodb_mirrored_log_groups=1
  set-variable = innodb_log_files_in_group=3
  set-variable = innodb_log_file_size=5M
  set-variable = innodb_log_buffer_size=8M
  innodb_flush_log_at_trx_commit=1
  innodb_log_archive=0
  set-variable = innodb_buffer_pool_size=16M
  set-variable = innodb_additional_mem_pool_size=2M
  set-variable = innodb_file_io_threads=4
  set-variable = innodb_lock_wait_timeout=50
  set-variable = sort_buffer=2M
  
  # Dovecot suggested settings
  #
  # default-character-set = utf8
  # default-collation = utf8_general_ci

  [mysqld_safe]
  log-error=/var/log/mysqld.log
  pid-file=/var/run/mysqld/mysqld.pid


Thanks in advance, 
-mh.
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Re: [rt-users] RT + relay

[Jerrad Pierce]

> here is how i would do it
> set the dns rt.cambenergy.org to point to your server
done

> now configure postfix for that domain to keep it local,
mydestination = localhost.$mydomain, localhost, rt.cambenergy.org?

> and alias [EMAIL PROTECTED] to [EMAIL PROTECTED]
no joy.

Tom, would it be possible to get the pertinent excerpts from your
postconf, etc.?

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Re: [rt-users] Weird issue - web gui logout on comment/reply

[Shane Ronan]

Nope, just http, not https

On Aug 4, 2008, at 4:52 PM, Micah Gersten wrote:

> Are you using https?  Is RT configured to use https?  We have this
> problem when someone tries to access RT with https, but our server is
> not det up to handle it properly.
>
> Thank you,
> Micah Gersten
> onShore Networks
> Internal Developer
> http://www.onshore.com
>
>
>
> Shane Ronan wrote:
>> Hello everyone,
>>
>> Hoping someone else has experienced what I am, so I can get some  
>> help.
>>
>> Whenever I comment or reply to a ticket in the web gui and hit
>> submit, I get logged out.
>>
>> When I log back in, I am brought right back to the ticket I was
>> commenting or replying to.
>>
>> Any ideas?
>>
>> thanks in advance.
>>
>> Shane
>>
>> I am running RT v. 3.8.0 w/ Apache/2.2.3
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Re: [rt-users] Weird issue - web gui logout on comment/reply

[Micah Gersten]

Are you using https?  Is RT configured to use https?  We have this
problem when someone tries to access RT with https, but our server is
not det up to handle it properly.

Thank you,
Micah Gersten
onShore Networks
Internal Developer
http://www.onshore.com



Shane Ronan wrote:
> Hello everyone,
>
> Hoping someone else has experienced what I am, so I can get some help.
>
> Whenever I comment or reply to a ticket in the web gui and hit  
> submit, I get logged out.
>
> When I log back in, I am brought right back to the ticket I was  
> commenting or replying to.
>
> Any ideas?
>
> thanks in advance.
>
> Shane
>
> I am running RT v. 3.8.0 w/ Apache/2.2.3
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[rt-users] Weird issue - web gui logout on comment/reply

[Shane Ronan]

Hello everyone,

Hoping someone else has experienced what I am, so I can get some help.

Whenever I comment or reply to a ticket in the web gui and hit  
submit, I get logged out.

When I log back in, I am brought right back to the ticket I was  
commenting or replying to.

Any ideas?

thanks in advance.

Shane

I am running RT v. 3.8.0 w/ Apache/2.2.3
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Re: [rt-users] RT + relay

[Tom Lanyon]

On 05/08/2008, at 8:44 AM, Chaim Rieger wrote:

> Jerrad Pierce wrote:
>>> add  cambenergy.org to mydestinations
>>> that will keep the emails going to [EMAIL PROTECTED] local
>> But all @cambenergy.org (except explicitly configured for local  
>> delivery)
>> are supposed to be relayed, hence the lack of domain in  
>> mydestinations...
>> Regardless, the messages are still deferred even with that change :-/
>>
> got it, i thought i missed something
>
> here is how i would do it
>
> set the dns rt.cambenergy.org to point to your server
> now configure postfix for that domain to keep it local, and alias
> [EMAIL PROTECTED] to [EMAIL PROTECTED]

This is what we do too.

Regards,
Tom
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Re: [rt-users] RT + relay

[Chaim Rieger]

Jerrad Pierce wrote:
>> add  cambenergy.org to mydestinations
>> that will keep the emails going to [EMAIL PROTECTED] local
> But all @cambenergy.org (except explicitly configured for local delivery)
> are supposed to be relayed, hence the lack of domain in mydestinations...
> Regardless, the messages are still deferred even with that change :-/
> 
got it, i thought i missed something

here is how i would do it

set the dns rt.cambenergy.org to point to your server
now configure postfix for that domain to keep it local, and alias 
[EMAIL PROTECTED] to [EMAIL PROTECTED]

-- 
--
Chaim Rieger
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Re: [rt-users] RT + relay

[Jerrad Pierce]

> add  cambenergy.org to mydestinations
> that will keep the emails going to [EMAIL PROTECTED] local
But all @cambenergy.org (except explicitly configured for local delivery)
are supposed to be relayed, hence the lack of domain in mydestinations...
Regardless, the messages are still deferred even with that change :-/

-- 
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Re: [rt-users] RT + relay

[Jerrad Pierce]

> Mydestinations
mydestination = localhost.$mydomain, localhost

If I remove localohost.$mydomain, instead of the message getting stuck
in deferral,
I get the following bounce:

  <[EMAIL PROTECTED]> (expanded from <[EMAIL PROTECTED]>): Host or
domain name not found. Name service error for name=localhost.cambenergy.org
type=A: Host not found

> Post the output of
> Postconf please
Unchanged and uninteresting sections redacted e.g; smtp_*

2bounce_notice_recipient = postmaster
access_map_reject_code = 554
address_verify_default_transport = $default_transport
address_verify_local_transport = $local_transport
address_verify_map =
address_verify_negative_cache = yes
address_verify_negative_expire_time = 3d
address_verify_negative_refresh_time = 3h
address_verify_poll_count = 3
address_verify_poll_delay = 3s
address_verify_positive_expire_time = 31d
address_verify_positive_refresh_time = 7d
address_verify_relay_transport = $relay_transport
address_verify_relayhost = $relayhost
address_verify_sender = postmaster
address_verify_service_name = verify
address_verify_transport_maps = $transport_maps
address_verify_virtual_transport = $virtual_transport
alias_database = hash:/etc/aliases
alias_maps = hash:/etc/aliases
allow_mail_to_commands = alias, forward
allow_mail_to_files = alias, forward
allow_min_user = no
allow_percent_hack = yes
allow_untrusted_routing = no
alternate_config_directories =
always_bcc =
anvil_rate_time_unit = 60s
anvil_status_update_time = 600s
append_at_myorigin = yes
append_dot_mydomain = yes
application_event_drain_time = 100s
authorized_flush_users = static:anyone
authorized_mailq_users = static:anyone
authorized_submit_users = static:anyone
backwards_bounce_logfile_compatibility = yes
berkeley_db_create_buffer_size = 16777216
berkeley_db_read_buffer_size = 131072
best_mx_transport =
biff = yes
body_checks =
body_checks_size_limit = 51200
bounce_notice_recipient = postmaster
bounce_queue_lifetime = 5d
bounce_service_name = bounce
bounce_size_limit = 5
broken_sasl_auth_clients = no
canonical_classes = envelope_sender, envelope_recipient,
header_sender, header_recipient
canonical_maps =
cleanup_service_name = cleanup
command_directory = /usr/sbin
command_execution_directory =
command_expansion_filter =
[EMAIL PROTECTED]:,./abcdefghijklmnopqrstuvwxyzABCDEFGHIJKLMNOPQRSTUVWXYZ
command_time_limit = 1000s
config_directory = /etc/postfix
connection_cache_service = scache
connection_cache_status_update_time = 600s
connection_cache_ttl_limit = 2s
content_filter =
daemon_directory = /usr/libexec/postfix
daemon_timeout = 18000s
debug_peer_level = 2
debug_peer_list =
default_database_type = hash
default_delivery_slot_cost = 5
default_delivery_slot_discount = 50
default_delivery_slot_loan = 3
default_destination_concurrency_limit = 20
default_destination_recipient_limit = 50
default_extra_recipient_limit = 1000
default_minimum_delivery_slots = 3
default_privs = nobody
default_process_limit = 100
default_rbl_reply = $rbl_code Service unavailable; $rbl_class
[$rbl_what] blocked using $rbl_domain${rbl_reason?; $rbl_reason}
default_recipient_limit = 1
default_transport = smtp
default_verp_delimiters = +=
defer_code = 450
defer_service_name = defer
defer_transports =
delay_notice_recipient = postmaster
delay_warning_time = 0h
deliver_lock_attempts = 20
deliver_lock_delay = 1s
disable_dns_lookups = no
disable_mime_input_processing = no
disable_mime_output_conversion = no
disable_verp_bounces = no
disable_vrfy_command = no
dont_remove = 0
double_bounce_sender = double-bounce
duplicate_filter_limit = 1000
empty_address_recipient = MAILER-DAEMON
enable_original_recipient = yes
error_notice_recipient = postmaster
error_service_name = error
execution_directory_expansion_filter =
[EMAIL PROTECTED]:,./abcdefghijklmnopqrstuvwxyzABCDEFGHIJKLMNOPQRSTUVWXYZ
expand_owner_alias = no
export_environment = TZ MAIL_CONFIG
fallback_relay =
fallback_transport =
fast_flush_domains = $relay_domains
fast_flush_purge_time = 7d
fast_flush_refresh_time = 12h
fault_injection_code = 0
flush_service_name = flush
fork_attempts = 5
fork_delay = 1s
forward_expansion_filter =
[EMAIL PROTECTED]:,./abcdefghijklmnopqrstuvwxyzABCDEFGHIJKLMNOPQRSTUVWXYZ
forward_path = $home/.forward${recipient_delimiter}${extension}, $home/.forward
hash_queue_depth = 1
hash_queue_names = deferred, defer
header_address_token_limit = 10240
header_checks =
header_size_limit = 102400
helpful_warnings = yes
home_mailbox =
hopcount_limit = 50
html_directory = no
ignore_mx_lookup_error = no
import_environment = MAIL_CONFIG MAIL_DEBUG MAIL_LOGTAG TZ XAUTHORITY DISPLAY
in_flow_delay = 1s
inet_interfaces = all
inet_protocols = ipv4
initial_destination_concurrency = 5
invalid_hostname_reject_code = 501
...
local_command_shell =
local_destination_concurrency_limit = 2
local_destination_recipient_limit = 1
local_header_rewrite_clients = permit_inet_interfaces
local_recipient_maps = proxy:unix:passwd.byname $alias_maps
local_transport = local:$myhostname
luser

Re: [rt-users] RT 3.8 - clicking on the searches on the "at a glance" page results in URLs with localhost

[Rainer Duffner]

Am 04.08.2008 um 15:19 schrieb Jesse Vincent:

>>
>> I can create "normal" searches and they work - though, I don't know  
>> if
>> it is supposed to be normal that clicking on the "And/Or" button
>> changes all ANDs to OR and vice-versa.
>> I would have expected it to change only the selected line.
>
> It changes only items at the same parenthesis depth.
>
> A OR B AND C OR D doesn't make much sense until you say
>
> A OR (B AND C) OR D.




OK.
I see.
The other issue (localhost in URL) is a missing configuration-item in  
the inherited RT_SiteConfig.
After adapting that to the way RT wants to have it now, it works.



cheers,
Rainer
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Re: [rt-users] RT + relay

[chaim . rieger]

Mydestinations

Post the output of
Postconf please


Sent via BlackBerry from T-Mobile

-Original Message-
From: "Jerrad Pierce" <[EMAIL PROTECTED]>

Date: Mon, 4 Aug 2008 18:49:38 
To: 
Subject: [rt-users] RT + relay


Hello all,

I have a problem that's more of an MTA configuration issue than an RT issue,
but it does pertain to getting RT setup and I thought maybe someone else might
have tried a similar setup. I've been unable to resolve the issue by
searching the
postfix archives & FAQ, nor the RT wiki and list archives. Actually, it seems to
be a combination of two postfix FAQs:

* Delivering some users locally while sending mail as [EMAIL PROTECTED]
 http://www.postfix.org/faq.html#some_local
* Commands, mailing lists, and /file/name destinations don't work in
virtual domains
 http://www.postfix.org/faq.html#virtual_command

I want to route some mail away (to google apps), but also for certain
recipients'
messages to make their way to RT.

RT incoming address is:
 [EMAIL PROTECTED]
postfix/virtual:
 play [EMAIL PROTECTED]
postfix transmutes this to:
 [EMAIL PROTECTED]
which is deferred, and the alias is never reached:
 play: "|/path/to/command"

The virtuals for real local users do get mail routed to mail spools though...

Much obliged,

Jerrad Pierce

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[rt-users] RT + relay

[Jerrad Pierce]

Hello all,

I have a problem that's more of an MTA configuration issue than an RT issue,
but it does pertain to getting RT setup and I thought maybe someone else might
have tried a similar setup. I've been unable to resolve the issue by
searching the
postfix archives & FAQ, nor the RT wiki and list archives. Actually, it seems to
be a combination of two postfix FAQs:

* Delivering some users locally while sending mail as [EMAIL PROTECTED]
 http://www.postfix.org/faq.html#some_local
* Commands, mailing lists, and /file/name destinations don't work in
virtual domains
 http://www.postfix.org/faq.html#virtual_command

I want to route some mail away (to google apps), but also for certain
recipients'
messages to make their way to RT.

RT incoming address is:
 [EMAIL PROTECTED]
postfix/virtual:
 play [EMAIL PROTECTED]
postfix transmutes this to:
 [EMAIL PROTECTED]
which is deferred, and the alias is never reached:
 play: "|/path/to/command"

The virtuals for real local users do get mail routed to mail spools though...

Much obliged,

Jerrad Pierce

-- 
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[rt-users] Offline Edits lacks documentation/mystery

[Jerrad Pierce]

As a few others have noted, there's fairly little documentation available about
"Tools>Offline edits", mostly just some hearsay on these lists. Although tucked
away in the nether regions of RT, I think it caches peoples eyes as a
potentially
useful means of injecting ticket-like data gathered pre-local RT installation.

If anyone has information that they can contribute to help illuminate
this enigma,
please see http://wiki.bestpractical.com/view/OfflineEdits I've tried
to experiment
with the tool to suss out some answers, but I cannot get it to work...

-- 
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Re: [rt-users] Changing Symbols in Ticket Reference in Subject Line

[Ruslan Zakirov]

On Tue, Aug 5, 2008 at 1:03 AM, Tom Lanyon <[EMAIL PROTECTED]> wrote:
> On 05/08/2008, at 2:17 AM, Phillip Tan wrote:
>
>> Was wondering if the system can be configured to accept a different
>> symbol (i.e. other than '#' prefix) in the ticket reference used in
>> the
>> subject line?
>
>
> Hi Phillip,
>
> Only if you override RT/Interface/Email.pm's ParseTicketId() method, I
> believe.
There are more than that, for example in RT/Action/SendMail.pm.

>
> Regards,
> Tom
>
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-- 
Best regards, Ruslan.
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Re: [rt-users] Changing Symbols in Ticket Reference in Subject Line

[Tom Lanyon]

On 05/08/2008, at 2:17 AM, Phillip Tan wrote:

> Was wondering if the system can be configured to accept a different
> symbol (i.e. other than '#' prefix) in the ticket reference used in  
> the
> subject line?


Hi Phillip,

Only if you override RT/Interface/Email.pm's ParseTicketId() method, I  
believe.

Regards,
Tom

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Re: [rt-users] Billable hours tracking?

[Charles Trevor]

Rob Morin wrote:
> Hello all, first post here , so be gentle.. :)
> 
> I was wondering if there si a way or add on to have RT track o rhave a 
> way to enter billable hours? Meaning a client creates a ticket say at 
> noon on Monday, we see it at 3pm and start working and over the course 
> of 3 days we work on and off for this issue. Is there a way at the end 
> before closing the ticket , or during any tasks done,  to enter the time 
> spent? lets say over the 3 days i spent 5 hours as billable work, or 
> even simply start and stop times for several tasks?
> 
> I hope someone understands what i mean...
> Thanks to all in advance..
> 
> have a great day!
> 

Hi Rob,

I use the Time Worked field in a ticket for this.

HTH

Charlie
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Re: [rt-users] Mysql question

[Tim Cutts]

On 4 Aug 2008, at 7:05 pm, [EMAIL PROTECTED] wrote:

> Does anyone know of a tool (ideally Linux command line, and ideally
> ideally with source or PowerPC binary package(s) available) that grab
> a partial snapshot of a MySQL database?  Trying to setup a development
> server that obviously can't hit the 'live' database, but don't want
> to, even periodically, replicate a 60+ GB database if I don't have to,
> especially when I only really need a few hundred rows from each table
> to do what I need to do.

I'd do it once, load a complete copy into another RT instance, and  
then use RT::Shredder to remove the vast majority of the tickets and  
their dependent information (which will take a lng time!) dump  
your newly pruned test RT instance, and use that for future tests?

Tim


-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 
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[rt-users] Mysql question

[chaim . rieger]

Does anyone know of a tool (ideally Linux command line, and ideally  
ideally with source or PowerPC binary package(s) available) that grab  
a partial snapshot of a MySQL database?  Trying to setup a development  
server that obviously can't hit the 'live' database, but don't want  
to, even periodically, replicate a 60+ GB database if I don't have to,  
especially when I only really need a few hundred rows from each table  
to do what I need to do.

If a tool exists that can retain and, follow  
referential relationships (e.g., grab the first XXX rows from this  
table, and all the HAS_A and HAS_MANY rows linked to those XXX  
rows) ... ?

Sent via BlackBerry from T-Mobile
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Re: [rt-users] Lost "root" password...

[Jean-Sebastien Morisset]

On Mon, Aug 04, 2008 at 01:48:53PM -0400, Jesse Vincent wrote:
> 
> On Aug 4, 2008, at 1:34 PM, Chaim Rieger wrote:
> 
>> Jean-Sebastien Morisset wrote:
>>> Hi everyone,
>>> 
>>> We lost a sysadmin recently that took off with the 'root' password  
>>> of a
>>> DEV RT install (using MySQL back-end). Is these a way to reset the
>>> 'root' password from the command line? I have 'root' at the OS level,
>>> but not the RT 'root'...
>>> 
>>> Thanks,
>>> js.
>>> 
> 
> http://wiki.bestpractical.com/view/RecoverRootPassword

Thanks everyone!

I used the perl command from the Wiki and it worked fine. :-)

Thanks,
js.
-- 
Jean-Sebastien Morisset, Sr. UNIX Administrator <[EMAIL PROTECTED]>
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Re: [rt-users] Lost "root" password...

[Peterson, Erik]

The RT internal user passwords are stored in rt3.Users as MD5 encrypted
strings.

You can reset the root password by any MySQL tool (phpMyAdmin or
command-line, for example).

The mysql command might be:

update rt3.Users set password = md5('newpass') where Name = 'root';

Hope that helps...

Erik


> From: Jean-Sebastien Morisset <[EMAIL PROTECTED]>
> Date: Mon, 4 Aug 2008 17:31:56 +
> To: RT Users 
> Subject: [rt-users] Lost "root" password...
> 
> Hi everyone,
> 
> We lost a sysadmin recently that took off with the 'root' password of a
> DEV RT install (using MySQL back-end). Is these a way to reset the
> 'root' password from the command line? I have 'root' at the OS level,
> but not the RT 'root'...
> 
> Thanks,
> js.
> -- 
> Jean-Sebastien Morisset, Sr. UNIX Administrator <[EMAIL PROTECTED]>
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Re: [rt-users] Replies to emails open new ticket

[James Downs]

On Aug 4, 2008, at 10:08 AM, Jesse Vincent wrote:

> What had you set it to? Is there a way we could bullet-proof it for
> users?

It had been: Set($EmailSubjectTagRegex, qr/\Q$rtname\E/i );

I inherited the configuration, and was only finding configuration  
problems after the upgrade.

-j
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Re: [rt-users] Lost "root" password...

[Jesse Vincent]

On Aug 4, 2008, at 1:34 PM, Chaim Rieger wrote:

> Jean-Sebastien Morisset wrote:
>> Hi everyone,
>>
>> We lost a sysadmin recently that took off with the 'root' password  
>> of a
>> DEV RT install (using MySQL back-end). Is these a way to reset the
>> 'root' password from the command line? I have 'root' at the OS level,
>> but not the RT 'root'...
>>
>> Thanks,
>> js.
>>


http://wiki.bestpractical.com/view/RecoverRootPassword


> use phpmyadmin
>
> -- 
> --
> Chaim Rieger
>
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[rt-users] Billable hours tracking?

[Rob Morin]

Hello all, first post here , so be gentle.. :)

I was wondering if there si a way or add on to have RT track o rhave a 
way to enter billable hours? Meaning a client creates a ticket say at 
noon on Monday, we see it at 3pm and start working and over the course 
of 3 days we work on and off for this issue. Is there a way at the end 
before closing the ticket , or during any tasks done,  to enter the time 
spent? lets say over the 3 days i spent 5 hours as billable work, or 
even simply start and stop times for several tasks?

I hope someone understands what i mean...
Thanks to all in advance..

have a great day!

-- 

Rob Morin
Dido Internet Inc.
Montreal,Canada
http://www.dido.ca
514-990-

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Re: [rt-users] Lost "root" password...

[Chaim Rieger]

Jean-Sebastien Morisset wrote:
> Hi everyone,
>
> We lost a sysadmin recently that took off with the 'root' password of a
> DEV RT install (using MySQL back-end). Is these a way to reset the
> 'root' password from the command line? I have 'root' at the OS level,
> but not the RT 'root'...
>
> Thanks,
> js.
>   
use phpmyadmin

-- 
--
Chaim Rieger

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[rt-users] Lost "root" password...

[Jean-Sebastien Morisset]

Hi everyone,

We lost a sysadmin recently that took off with the 'root' password of a
DEV RT install (using MySQL back-end). Is these a way to reset the
'root' password from the command line? I have 'root' at the OS level,
but not the RT 'root'...

Thanks,
js.
-- 
Jean-Sebastien Morisset, Sr. UNIX Administrator <[EMAIL PROTECTED]>
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Re: [rt-users] Replies to emails open new ticket

[Jesse Vincent]

On Mon, Aug 04, 2008 at 10:02:15AM -0700, James Downs wrote:
> 
> On Aug 4, 2008, at 9:36 AM, Jesse Vincent wrote:
> 
> >Most often, that's the result of something going screwy with your
> >$rtname or your $EmailSubjectTagRegex.
> 
> That was enough to help me find the problem.  The ESTR worked in the  
> previous version, and not in this one.  

What had you set it to? Is there a way we could bullet-proof it for
users?


> I've removed the setting, and  
> let RT do its thing, which seems to be the proper/correct thing to do.
> 
> Thanks for the help!
> 
> Cheers!
> -j
> 

-- 
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[rt-users] Changing Symbols in Ticket Reference in Subject Line

[Phillip Tan]

Hi List,

 

Was wondering if the system can be configured to accept a different
symbol (i.e. other than '#' prefix) in the ticket reference used in the
subject line?

 

[XXX.XXX #ticket number] 

 

Thanks in advance.

 

Regards,

phillip.

 

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Re: [rt-users] Replies to emails open new ticket

[Jesse Vincent]

On Aug 4, 2008, at 12:15 PM, James Downs wrote:

> Hello,
>
> Any replies to an RT email creates a new ticket instead of putting a
> comment or reply into the same ticket.  I've tried a number of
> different ways of formatting the subject line, including leading
> "re:", no prefixing, etc.
>
> Anyone seen this, and/or have a solution or suggestions?

Most often, that's the result of something going screwy with your  
$rtname or your $EmailSubjectTagRegex.

Can you send the output of "Configuration -> Tools -> System  
configuration" from RT's admin ui?
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Re: [rt-users] Replies to emails open new ticket

[Kenneth Crocker]

James,


  First of all, make sure they are clicking "Reply" and NOT 
"ReplyAll". If they click "ReplyAll", then they need to make sure that 
the RT Queue email address is "Bcc". Second, kake sure the reference 
(XXX.XXX #ticket number] is in the subject line. That should do it. Hope 
this helps.


Kenn
LBNL

On 8/4/2008 9:15 AM, James Downs wrote:
> Hello,
> 
> Any replies to an RT email creates a new ticket instead of putting a  
> comment or reply into the same ticket.  I've tried a number of  
> different ways of formatting the subject line, including leading  
> "re:", no prefixing, etc.
> 
> Anyone seen this, and/or have a solution or suggestions?
> 
> Thanks,
> -j
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[rt-users] Replies to emails open new ticket

[James Downs]

Hello,

Any replies to an RT email creates a new ticket instead of putting a  
comment or reply into the same ticket.  I've tried a number of  
different ways of formatting the subject line, including leading  
"re:", no prefixing, etc.

Anyone seen this, and/or have a solution or suggestions?

Thanks,
-j
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Re: [rt-users] Is there a way to teach RT new bounce emails?

[Jesse Vincent]

On Aug 4, 2008, at 12:02 PM, Richard Hartmann wrote:

> On Mon, Aug 4, 2008 at 15:20, Jesse Vincent  
> <[EMAIL PROTECTED]> wrote:
>
>> You can, by playing a bit in lib/RT/Interface/Email.pm
>
> Will do.
>
>
>> What sorts of messages isn't RT detecting?
>
> I can forward them to the dev list when I get new ones if there is
> any interest?
>

Sure. The most important thing is to make sure the full headers are  
unmolested.

>
> This was more a "always wanted to know this" email, not prompted
> by a specific email.

Understood.



> Thanks,
> Richard
>

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Re: [rt-users] Is there a way to teach RT new bounce emails?

[Richard Hartmann]

On Mon, Aug 4, 2008 at 15:20, Jesse Vincent <[EMAIL PROTECTED]> wrote:

> You can, by playing a bit in lib/RT/Interface/Email.pm

Will do.


> What sorts of messages isn't RT detecting?

I can forward them to the dev list when I get new ones if there is
any interest?


This was more a "always wanted to know this" email, not prompted
by a specific email.

Thanks,
Richard
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Re: [rt-users] Is there a way to teach RT new bounce emails?

[Jesse Vincent]

On Aug 4, 2008, at 8:13 AM, Richard Hartmann wrote:

> Hi all,
>
> overall, the ping-pong detection of RT when it talks to another
> email system with automated answers is very good.
>
> But sometimes, neither side recognizes that automatic ping-pong is  
> being
> done and so you get _very_ long tickets. There are ways to manually
> break this loop, but I was wondering if I can teach RT new emails it  
> can
> ignore safely.

You can, by playing a bit in lib/RT/Interface/Email.pm


What sorts of messages isn't RT detecting?

>
>
>
> Thanks,
> Richard
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Re: [rt-users] RT 3.8 - clicking on the searches on the "at a glance" page results in URLs with localhost

[Jesse Vincent]

>
> I can create "normal" searches and they work - though, I don't know if
> it is supposed to be normal that clicking on the "And/Or" button
> changes all ANDs to OR and vice-versa.
> I would have expected it to change only the selected line.

It changes only items at the same parenthesis depth.

A OR B AND C OR D doesn't make much sense until you say

A OR (B AND C) OR D.
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[rt-users] Is there a way to teach RT new bounce emails?

[Richard Hartmann]

Hi all,

overall, the ping-pong detection of RT when it talks to another
email system with automated answers is very good.

But sometimes, neither side recognizes that automatic ping-pong is being
done and so you get _very_ long tickets. There are ways to manually
break this loop, but I was wondering if I can teach RT new emails it can
ignore safely.


Thanks,
Richard
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Re: [rt-users] Escalations, vacations/holidays & weekends

[Roy El-Hames]

Hi Graeme;

I have very much similar script to yours, for none 7 days queues I look 
up the day of the week and if its Saturday or Sunday the script exists 
without doing anything ..
use POSIX;
my $datestr = strftime("%A %D", localtime); ##I need day of week
$datestr =~ m/(.*) (\d+\/\d+\/\d+)/ ;
my $weekday = $1;
if ($weekday =~ /(Sunday|Saturday)/i) {
exit;
}

If you wish you can grab the week day using RT::Date.

Not a very elegant solution but works ..
Roy



Graeme Fowler wrote:
> Morning all
>
> I've dug through the archives and wiki pages looking for some guidance
> to follow on escalations, and I'm not quite finding the information I
> need - I'm probably looking for the wrong thing...
>
> We're using a fairly ordinary set of escalations whereby a perl script
> iterates over queues and tickets within the queue (filtered by status =
> "new"), looks up the relevant person to email from a separate text file
> for the first and second escalation, checks the due date & today's date,
> increases priority if necessary and sends an email out to prod someone.
>
> As we're not a 24/7 shop, and we don't work weekends, we'd like to
> factor in weekends and periods of closure (Christmas break, for
> example).
>
> Does anyone have any working examples where the escalation depends on
> the day or time of year, and is then done (for example) a day after the
> break is over?
>
> TIA
>
> Graeme
>
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[rt-users] Escalations, vacations/holidays & weekends

[Graeme Fowler]

Morning all

I've dug through the archives and wiki pages looking for some guidance
to follow on escalations, and I'm not quite finding the information I
need - I'm probably looking for the wrong thing...

We're using a fairly ordinary set of escalations whereby a perl script
iterates over queues and tickets within the queue (filtered by status =
"new"), looks up the relevant person to email from a separate text file
for the first and second escalation, checks the due date & today's date,
increases priority if necessary and sends an email out to prod someone.

As we're not a 24/7 shop, and we don't work weekends, we'd like to
factor in weekends and periods of closure (Christmas break, for
example).

Does anyone have any working examples where the escalation depends on
the day or time of year, and is then done (for example) a day after the
break is over?

TIA

Graeme

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Re: [rt-users] Update fields when 'refreshing' home page - SOLVED

[Mike Everest]

OK,

So I discovered the /real/ RT home page code in "/index.html" and added that
code (below) in there instead,

Of course I should have thought to look there - which I did, but didn't pay
attention to what was in the commented-out sections :-}

If anyone can think of a reason that I shouldn't be doing this, I will be
very pleased to know about it...

Thanks!

Regards,  Mike.

> -Original Message-
> From: [EMAIL PROTECTED] 
> [mailto:[EMAIL PROTECTED] On Behalf 
> Of [EMAIL PROTECTED]
> Sent: Monday, 4 August 2008 6:07 PM
> To: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Update fields when 'refreshing' home page
> 
> OK, so I added this to /Elements/MyRT:
> 
> my $TicketObj = LoadTicket($id);
> my $CustomFields = $TicketObj->QueueObj->TicketCustomFields();
> 
> # Now let callbacks have a chance at editing %ARGS 
> $m->comp('/Elements/Callback', TicketObj => $TicketObj, 
> CustomFields => $CustomFields, ARGSRef => \%ARGS);
> 
> my @results = ProcessTicketBasics(TicketObj => $TicketObj, 
> ARGSRef => \%ARGS); my @cf_results = 
> ProcessObjectCustomFieldUpdates(Object
> => $TicketObj, ARGSRef => \%ARGS); push (@results, @cf_results);
> 
> Inside <%INIT>, and this at the bottom:
> 
> <%ARGS>
> $id => 1
> 
> 
> I'm assuming that this $id => 1 is a default value where none 
> is specified, but either way I can't make any change to the 
> ticket defined in the url query or even ticket #1 with:
> 
> http://rt.mydom.com/rt/index.html?id=5&priority=6
> 
> I can be certain that the code is being properly applied, 
> because if I try to set that default $id to something that 
> dos not exist, rt throws an error.
> 
> Any guidance is most appreciated/
> 
> Regards,  Mike.
> 
> > -Original Message-
> > From: [EMAIL PROTECTED]
> > [mailto:[EMAIL PROTECTED] On Behalf Of 
> > [EMAIL PROTECTED]
> > Sent: Monday, 4 August 2008 2:23 PM
> > To: rt-users@lists.bestpractical.com
> > Subject: [rt-users] Update fields when 'refreshing' home page
> > 
> > Hi all.
> > 
> > How can I make the queue change when opening the home page,
> > 
> > Ie, I can do this OK: 
> > 
> > http://rt.mydom.com/rt/Ticket/Modify.html?id=1&Object-RT::Tick
> > et-1-CustomFie
> > ld-7-Values=LB15&Object-RT::Ticket-1-CustomField-8-Values=Setup
> > 
> > I want to also do this:
> > 
> > http://rt.mydom.com/rt/?id=1&Object-RT::Ticket-1-CustomField-7
> > -Values=LB15&O
> > bject-RT::Ticket-1-CustomField-8-Values=Setup
> > 
> > In Modify.html, I see this:
> > 
> > ---
> > my $TicketObj = LoadTicket($id);
> > my $CustomFields = $TicketObj->QueueObj->TicketCustomFields();
> > 
> > # Now let callbacks have a chance at editing %ARGS 
> > $m->comp('/Elements/Callback', TicketObj => $TicketObj, 
> CustomFields 
> > => $CustomFields, ARGSRef => \%ARGS);
> > 
> > my @results = ProcessTicketBasics(TicketObj => $TicketObj, 
> ARGSRef => 
> > \%ARGS); my @cf_results = ProcessObjectCustomFieldUpdates(Object => 
> > $TicketObj, ARGSRef => \%ARGS); push (@results, @cf_results);
> > ---
> > 
> > I suppose that I can add this code to the default home script, but 
> > where is that script?  Am I on the right track here? :-}
> > 
> > Any advice or suggestions most appreciated
> > 
> > Thanks, regards,  Mike.
> > 
> > ___
> > 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
> 

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Re: [rt-users] Update fields when 'refreshing' home page

[rt]

 

> -Original Message-
> From: [EMAIL PROTECTED] 
> [mailto:[EMAIL PROTECTED] On Behalf 
> Of [EMAIL PROTECTED]
> Sent: Monday, 4 August 2008 6:07 PM
> To: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Update fields when 'refreshing' home page
> 
> OK, so I added this to /Elements/MyRT:
> 
> my $TicketObj = LoadTicket($id);
> my $CustomFields = $TicketObj->QueueObj->TicketCustomFields();
> 
> # Now let callbacks have a chance at editing %ARGS 
> $m->comp('/Elements/Callback', TicketObj => $TicketObj, 
> CustomFields => $CustomFields, ARGSRef => \%ARGS);
> 
> my @results = ProcessTicketBasics(TicketObj => $TicketObj, 
> ARGSRef => \%ARGS); my @cf_results = 
> ProcessObjectCustomFieldUpdates(Object
> => $TicketObj, ARGSRef => \%ARGS); push (@results, @cf_results);
> 
> Inside <%INIT>, and this at the bottom:
> 
> <%ARGS>
> $id => 1
> 
> 
> I'm assuming that this $id => 1 is a default value where none 
> is specified, but either way I can't make any change to the 
> ticket defined in the url query or even ticket #1 with:
> 
> http://rt.mydom.com/rt/index.html?id=5&priority=6
> 
> I can be certain that the code is being properly applied, 
> because if I try to set that default $id to something that 
> dos not exist, rt throws an error.
> 
> Any guidance is most appreciated/
> 
> Regards,  Mike.
> 
> > -Original Message-
> > From: [EMAIL PROTECTED]
> > [mailto:[EMAIL PROTECTED] On Behalf Of 
> > [EMAIL PROTECTED]
> > Sent: Monday, 4 August 2008 2:23 PM
> > To: rt-users@lists.bestpractical.com
> > Subject: [rt-users] Update fields when 'refreshing' home page
> > 
> > Hi all.
> > 
> > How can I make the queue change when opening the home page,
> > 
> > Ie, I can do this OK: 
> > 
> > http://rt.mydom.com/rt/Ticket/Modify.html?id=1&Object-RT::Tick
> > et-1-CustomFie
> > ld-7-Values=LB15&Object-RT::Ticket-1-CustomField-8-Values=Setup
> > 
> > I want to also do this:
> > 
> > http://rt.mydom.com/rt/?id=1&Object-RT::Ticket-1-CustomField-7
> > -Values=LB15&O
> > bject-RT::Ticket-1-CustomField-8-Values=Setup
> > 
> > In Modify.html, I see this:
> > 
> > ---
> > my $TicketObj = LoadTicket($id);
> > my $CustomFields = $TicketObj->QueueObj->TicketCustomFields();
> > 
> > # Now let callbacks have a chance at editing %ARGS 
> > $m->comp('/Elements/Callback', TicketObj => $TicketObj, 
> CustomFields 
> > => $CustomFields, ARGSRef => \%ARGS);
> > 
> > my @results = ProcessTicketBasics(TicketObj => $TicketObj, 
> ARGSRef => 
> > \%ARGS); my @cf_results = ProcessObjectCustomFieldUpdates(Object => 
> > $TicketObj, ARGSRef => \%ARGS); push (@results, @cf_results);
> > ---
> > 
> > I suppose that I can add this code to the default home script, but 
> > where is that script?  Am I on the right track here? :-}
> > 
> > Any advice or suggestions most appreciated
> > 
> > Thanks, regards,  Mike.
> > 
> > ___
> > 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
> 

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Re: [rt-users] Update fields when 'refreshing' home page

[rt]

OK, so I added this to /Elements/MyRT:

my $TicketObj = LoadTicket($id);
my $CustomFields = $TicketObj->QueueObj->TicketCustomFields();

# Now let callbacks have a chance at editing %ARGS 
$m->comp('/Elements/Callback', TicketObj => $TicketObj, CustomFields =>
$CustomFields, ARGSRef => \%ARGS);

my @results = ProcessTicketBasics(TicketObj => $TicketObj, 
ARGSRef => \%ARGS); my @cf_results = ProcessObjectCustomFieldUpdates(Object
=> $TicketObj, ARGSRef => \%ARGS); push (@results, @cf_results);

Inside <%INIT>, and this at the bottom:

<%ARGS>
$id => 1


I'm assuming that this $id => 1 is a default value where none is specified,
but either way I can't make any change to the ticket defined in the url
query or even ticket #1 with:

http://rt.mydom.com/rt/index.html?id=5&priority=6

I can be certain that the code is being properly applied, because if I try
to set that default $id to something that dos not exist, rt throws an error.

Any guidance is most appreciated/

Regards,  Mike.

> -Original Message-
> From: [EMAIL PROTECTED] 
> [mailto:[EMAIL PROTECTED] On Behalf 
> Of [EMAIL PROTECTED]
> Sent: Monday, 4 August 2008 2:23 PM
> To: rt-users@lists.bestpractical.com
> Subject: [rt-users] Update fields when 'refreshing' home page
> 
> Hi all.
> 
> How can I make the queue change when opening the home page,
> 
> Ie, I can do this OK: 
> 
> http://rt.mydom.com/rt/Ticket/Modify.html?id=1&Object-RT::Tick
> et-1-CustomFie
> ld-7-Values=LB15&Object-RT::Ticket-1-CustomField-8-Values=Setup
> 
> I want to also do this:
> 
> http://rt.mydom.com/rt/?id=1&Object-RT::Ticket-1-CustomField-7
> -Values=LB15&O
> bject-RT::Ticket-1-CustomField-8-Values=Setup
> 
> In Modify.html, I see this:
> 
> ---
> my $TicketObj = LoadTicket($id);
> my $CustomFields = $TicketObj->QueueObj->TicketCustomFields();
> 
> # Now let callbacks have a chance at editing %ARGS 
> $m->comp('/Elements/Callback', TicketObj => $TicketObj, 
> CustomFields => $CustomFields, ARGSRef => \%ARGS);
> 
> my @results = ProcessTicketBasics(TicketObj => $TicketObj, 
> ARGSRef => \%ARGS); my @cf_results = 
> ProcessObjectCustomFieldUpdates(Object => $TicketObj, ARGSRef 
> => \%ARGS); push (@results, @cf_results);
> ---
> 
> I suppose that I can add this code to the default home 
> script, but where is that script?  Am I on the right track here? :-}
> 
> Any advice or suggestions most appreciated
> 
> Thanks, regards,  Mike.
> 
> ___
> 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
> 


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Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com