Re: [rt-users] Does RT speak your language? Should it? [How to translate RT]
On Sep 8, 2008, at 11:07 PM, Todd Chapman wrote: > Jesse, > > Speaking of RT speaking "your" language... Has BP done any work on > automatically determining the language of a new user based on email > content/headers, and choosing language specific autoreplies? This is > something I would be very interested in. We've quoted that for a customer once or twice, but never actually implemented it. -j ___ 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] Does RT speak your language? Should it? [How to translate RT]
Jesse, Speaking of RT speaking "your" language... Has BP done any work on automatically determining the language of a new user based on email content/headers, and choosing language specific autoreplies? This is something I would be very interested in. -Todd On Mon, Sep 8, 2008 at 10:19 PM, Jesse Vincent <[EMAIL PROTECTED]>wrote: > RT already speaks about two dozen languages, but we're always excited > to see it learn a new one. To that end, clkao has been working > tirelessly to get RT set up to use launchpad.net as a web based > translation editor. > > If you'd like to help RT speak your language, you can read up about > how to get started here: > >http://wiki.bestpractical.com/view/TranslationRosetta > > You can find the current translations here: > >https://translations.launchpad.net/rt/3.8/+pots > > > Best, > > Jesse > ___ > 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
[rt-users] Does RT speak your language? Should it? [How to translate RT]
RT already speaks about two dozen languages, but we're always excited to see it learn a new one. To that end, clkao has been working tirelessly to get RT set up to use launchpad.net as a web based translation editor. If you'd like to help RT speak your language, you can read up about how to get started here: http://wiki.bestpractical.com/view/TranslationRosetta You can find the current translations here: https://translations.launchpad.net/rt/3.8/+pots Best, Jesse ___ 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] $self->SUPER::SetPassword() returns "0, Nonexistant field?" in User_Overlay.pm
On Sep 8, 2008, at 8:51 PM, Ole Craig wrote:
> On Sun, 2008-09-07 at 13:47 -0400, Jesse Vincent wrote:
>> On Sep 5, 2008, at 9:46 PM, Ole Craig wrote:
>>
>>> (rt 3.8.1rc5)
>>>
>>> I've got some custom functionality in a User_Local.pm file, trying
>> to
>>> call the SetPassword method from lib/RT/User_Overlay.pm. This method
>>> always returns ("0", "Nonexistant field?") when trying to get
>> results
>>> from a call to the method it's overriding; the call is around line
>> 893
>>> in User_Overlay.pm, in this block:
>>>
>>> my $new = !$self->HasPassword;
>>> $password = $self->_GeneratePassword($password);
>>> my ( $val, $msg ) = $self->SUPER::SetPassword($password);
>>> if ($val) {
>>> return ( 1, $self->loc("Password set") ) if $new;
>>> return ( 1, $self->loc("Password changed") );
>>> }
>>> else {
>>> return ( $val, $msg );
>>> }
>>>
>>
>> Is your actual method called SetPassword? If so, then you need to be
>> calling _Set or __Set rather than SetPassword. If your method isn't
>> SetPassword, you just want to call SetPassword on the local object.
>
> Jesse -
>My method is not called SetPassword; I believe I AM trying to call
> SetPassword on the local object and it's that call which seems to
> fail.
> (Sorry, my previous message was needlessly confusing: I posted the
> block
> of [bestpractical] code that appears to generate the error, not the
> block of code I wrote. In hindsight, I realize that was rather
> arrogant
> of me. :-)
>
>My ~rt/local/lib/RT/User_Local.pm contains two method overrides:
> ResetPassword() and IsPassword(). IsPassword() calls ResetPassword()
> which calls the stock SetRandomPassword() from User_Overlay.pm,
> which in
> turn calls $self->SetPassword($pass). The "0, Nonexistant field?" is
> actually the return value from SetPassword() passed back through
> SetRandomPassword().
>
>So the gist of my problem is that when the stock SetPassword is
> called on the local object with a string as argument, it barfs instead
> of setting the password to the string.
>
>...a loose approximation of a call stack:
> User_Overlay.pm: SetPassword() called with 1 argument from
> User_Overlay.pm: SetRandomPassword() called with no arguments from
> User_Local.pm: ResetPassword() called with no arguments from
> User_Local.pm: IsPassword()
>
> What I'm trying to accomplish: If a privileged user with an unset
> password (i.e. Users.Password = '*NO-PASSWORD*') attempts to log in, I
> want the web interface to act the same way that it would if an
> incorrect
> password had been presented, but in the background a new random
> password
> is set and the user gets an email containing that password.)
>
>I had this working under 3.6.0. I've attached my User_Local.pm in
> case it helps clarify.
>
I have a sneaking suspicion that this is related to 3.8 switching
CurrentUser to be a subclass of User rather than delegating to the user.
try creating a new RT::User object as the superuser, loading the
current user's id and going from there.
-j
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Re: [rt-users] $self->SUPER::SetPassword() returns "0, Nonexistant field?" in User_Overlay.pm
On Sun, 2008-09-07 at 13:47 -0400, Jesse Vincent wrote:
> On Sep 5, 2008, at 9:46 PM, Ole Craig wrote:
>
> > (rt 3.8.1rc5)
> >
> > I've got some custom functionality in a User_Local.pm file, trying
> to
> > call the SetPassword method from lib/RT/User_Overlay.pm. This method
> > always returns ("0", "Nonexistant field?") when trying to get
> results
> > from a call to the method it's overriding; the call is around line
> 893
> > in User_Overlay.pm, in this block:
> >
> > my $new = !$self->HasPassword;
> > $password = $self->_GeneratePassword($password);
> > my ( $val, $msg ) = $self->SUPER::SetPassword($password);
> > if ($val) {
> >return ( 1, $self->loc("Password set") ) if $new;
> >return ( 1, $self->loc("Password changed") );
> > }
> > else {
> >return ( $val, $msg );
> > }
> >
>
> Is your actual method called SetPassword? If so, then you need to be
> calling _Set or __Set rather than SetPassword. If your method isn't
> SetPassword, you just want to call SetPassword on the local object.
Jesse -
My method is not called SetPassword; I believe I AM trying to call
SetPassword on the local object and it's that call which seems to fail.
(Sorry, my previous message was needlessly confusing: I posted the block
of [bestpractical] code that appears to generate the error, not the
block of code I wrote. In hindsight, I realize that was rather arrogant
of me. :-)
My ~rt/local/lib/RT/User_Local.pm contains two method overrides:
ResetPassword() and IsPassword(). IsPassword() calls ResetPassword()
which calls the stock SetRandomPassword() from User_Overlay.pm, which in
turn calls $self->SetPassword($pass). The "0, Nonexistant field?" is
actually the return value from SetPassword() passed back through
SetRandomPassword().
So the gist of my problem is that when the stock SetPassword is
called on the local object with a string as argument, it barfs instead
of setting the password to the string.
...a loose approximation of a call stack:
User_Overlay.pm: SetPassword() called with 1 argument from
User_Overlay.pm: SetRandomPassword() called with no arguments from
User_Local.pm: ResetPassword() called with no arguments from
User_Local.pm: IsPassword()
What I'm trying to accomplish: If a privileged user with an unset
password (i.e. Users.Password = '*NO-PASSWORD*') attempts to log in, I
want the web interface to act the same way that it would if an incorrect
password had been presented, but in the background a new random password
is set and the user gets an email containing that password.)
I had this working under 3.6.0. I've attached my User_Local.pm in
case it helps clarify.
Thanks for any guidance you can provide,
Ole
-
/Ole Craig
Security Engineer
Team lead, customer support
[EMAIL PROTECTED]
303-381-3802 main support line
303-381-3824 my voicemail
303-381-3880 fax
www.stillsecure.com
User_Local.pm
Description: Perl program
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Re: [rt-users] Transaction/Scrip ordering and DB Caching.
On Sep 8, 2008, at 8:40 PM, Todd Chapman wrote: Jesse, The problem was the custom field was added in the commit stage of the action, but template rendering is completed in the prepare phase. Once I moved the custom field code to the prepare stage everything started working. Unfortunately I was using the ExtractCustomFieldValues extension, so I had to write my own code that used the prepare phase. Thanks! You might have also been able to get away with moving your autoreply to TransactionBatch. -j -Todd On Mon, Sep 8, 2008 at 6:53 PM, Jesse Vincent <[EMAIL PROTECTED]> wrote: On Sep 8, 2008, at 3:05 PM, Todd Chapman wrote: I am having a problem trying to figure out how to have a scrip run before the Autoreply scrip and add a custom field value and use that custom field value in the Autoreply template. I know that scrips are run in order of description. Should the custom field value (fetched using ->FirstCustomFieldValue) be visible in the Autoreply template? Is DB caching possibly the problem? This is for RT 3.6.3. Any help is appreciated. Before spending a lot of time beating your head against this, can you test on something more current? There has been a lot of cleanup in that codepath since then. -j ___ 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] Transaction/Scrip ordering and DB Caching.
Jesse, The problem was the custom field was added in the commit stage of the action, but template rendering is completed in the prepare phase. Once I moved the custom field code to the prepare stage everything started working. Unfortunately I was using the ExtractCustomFieldValues extension, so I had to write my own code that used the prepare phase. Thanks! -Todd On Mon, Sep 8, 2008 at 6:53 PM, Jesse Vincent <[EMAIL PROTECTED]>wrote: > > On Sep 8, 2008, at 3:05 PM, Todd Chapman wrote: > > I am having a problem trying to figure out how to have a scrip run before > the Autoreply scrip and add a custom field value and use that custom field > value in the Autoreply template. > > I know that scrips are run in order of description. Should the custom field > value (fetched using ->FirstCustomFieldValue) be visible in the Autoreply > template? Is DB caching possibly the problem? > > This is for RT 3.6.3. Any help is appreciated. > > > Before spending a lot of time beating your head against this, can you test > on something more current? There has been a lot of cleanup in that codepath > since then. > > -j > ___ 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] Changes to HTML files not showing.
Montana Quiring wrote: > I figure out the problem. > even though I had copied my rt3 install to /var/www/html from /opt > (even though it seemed to want me to put it on opt) it was still using > files from /opt/rt3 > > my httpd.conf points to /var/www/html/rt3 > but for some reason it's looking for the files in /opt/rt3 > > *shrug* > > must be a setting somewhere that I missed. > > Thanks for the help/feedback. RT_SiteConfig.pm -- -- Chaim Rieger ___ 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] Changes to HTML files not showing.
I figure out the problem. even though I had copied my rt3 install to /var/www/html from /opt (even though it seemed to want me to put it on opt) it was still using files from /opt/rt3 my httpd.conf points to /var/www/html/rt3 but for some reason it's looking for the files in /opt/rt3 *shrug* must be a setting somewhere that I missed. Thanks for the help/feedback. On Mon, Sep 8, 2008 at 5:54 PM, Montana Quiring <[EMAIL PROTECTED]> wrote: > hmmm.. > If I go into: share/html/SelfService > and rename the Create.html file > then delte the cache, and restart apache > I am still able to get to the self service - create a ticket page > this is strange. *sigh* > > > On Mon, Sep 8, 2008 at 5:47 PM, Montana Quiring <[EMAIL PROTECTED]> wrote: >> Sorry, those were things I tried too. expect the seond one I guess, I >> was just empting out the obj dir, but I have since done what you >> said... but it hasn't helped. >> >> I'm still not seeing my changes. >> >> I'm wondering if I messed up something in the install and the html >> files that I think I should be editing aren't the one's it's using. >> >> Any other advice? >> >> -Montana >> >> On Mon, Sep 8, 2008 at 5:29 PM, Jesse Vincent <[EMAIL PROTECTED]> wrote: >>> For testing, turn on RT's $DevelMode. That will turn off the cache you're >>> hitting. >>> >>> For run-time changes in production, rm var/mason_data and restart apache. >>> >>> On Sep 8, 2008, at 6:13 PM, Montana Quiring wrote: >>> thanks for the reply. My list of things that I tried is pretty long, so I don't blame you for missing it. Any other suggestions, please? On Mon, Sep 8, 2008 at 5:10 PM, Micah Gersten <[EMAIL PROTECTED]> wrote: > > You have to restart Apache. > > Thank you, > Micah Gersten > onShore Networks > Internal Developer > http://www.onshore.com > > > > Antikx wrote: >> >> Hello, >> First off...I'm really enjoying RT. It's a great product. >> >> I'm trying to customize the SelfServe/Create.html page so that it >> doesn't >> display the "Requester", "CC" and "Attach file" fields. >> I've created the dir SelfServe in local/html >> ...and copied the Create.html from share/html/SelfServe >> When I edit that file the updates do not show up. >> When I edit share/html/SelfServeCreate.html the updates do not show up. >> After I restart apache the updates do not show up. >> After I clean out the var/mason_data/obj/ folder the updates do not show >> up. >> When I hold down shift and click refresh on my browser (to grab a >> non--cached page), the updates do not show up. >> When I try a different browser, the updates do not show up. >> When I set develmode to 1, the updates do not show up. >> >> I guess what I'm trying to say is... the updates do not show up no >> matter >> what I do. :) >> >> Any suggestions please? >> I'm trying to put the selfserve page into production ASAP, so your help >> would be greatly appreciated. >> >> > -- -Montana My Netvibes page: http://www.netvibes.com/antikx#About_Montana ___ 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 >>> >>> >> >> >> >> -- >> -Montana >> >> My Netvibes page: >> http://www.netvibes.com/antikx#About_Montana >> > > > > -- > -Montana > > My Netvibes page: > http://www.netvibes.com/antikx#About_Montana > -- -Montana My Netvibes page: http://www.netvibes.com/antikx#About_Montana ___ 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] rt 3.8.1 tickets
On Sep 5, 2008, at 5:46 PM, Nick Price wrote: hello with rt 3.8.1 if i go to search builder under tickets and click on the callendar it can't find it also if i try to build a query i get "the the page could not be displayed any ideas please Have a look in your Apache error log. What URL were you on when you clicked the "Calendar" link? What URL did your browser try to fetch? Best, Jesse___ 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] How to get RT to use Reply-To for returned emails
On Sep 8, 2008, at 2:27 PM, John BORIS wrote: In my setup my users are sending emails to RT from a machine where their email address isn't valid. It is hard to explain. The corporate email address for my users is not the same as their login and email address on the server where the email is originating. We use Mutt as the client. The emails are sent from inside a program the user is running. It is like this User's login to server: joed email address on that server: [EMAIL PROTECTED] Corporate email is [EMAIL PROTECTED] REPLY-TO [EMAIL PROTECTED] The user sends the email to RT from the application on the server. Mutt sends the email to RT and RT takes it and processes it. It correctly adds the ticket to the proper Queue but it then sends the reply back to the From address not the REPLY-TO address. This reply is then refused by the local server. John, I _think_ the right place to be fixing this is in the MTA on your localserver. You might want to be looking for a 'masquerade' setting. Failing that, you might want to get mutt to write out a different 'From' header. I do that using the following code in my .muttrc: my_hdr From: Jesse Vincent <[EMAIL PROTECTED]> Is there a way to have RT use the REPLY-TO field for replies instead of the From field? Or is the REPLY-TO field not set in all email clients? As I read RT's code, we're already preferring the Reply-To over the from, actually. -jesse___ 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] Searching on status of depedencies?
Todd, I'm not On Sep 8, 2008, at 12:29 PM, Todd L Miller wrote: > I'm using RT to do ticket-tracking for software development. I > would like to use RT to the answer the question "What can I work on > now?". > I'd been using a search that checked for existing dependencies, but RT > doesn't appear to distinguish between resovled and unresolved > dependencies. I saw some 'scrips' online that could work around this > using the 'stalled' status, but they were incomplete (a ticket needs > to > become stalled if it gains a dependency), and it's not clear that > it's a > good idea to run them for everybody else (using the same RT > installation > for normal ticket tracking), or if it's possible to restrict them to a > particular queue. I also saw a suggestion about a "custom search > module." > I rather suspect this is what I actually want to do -- add > "UnresolvedDependencies" to ticket SQL -- but I can't find > documentation > on it anywhere. Do I need to buy the book? Thanks. > It looks like the cleanest way to do this would be to write a custom search that calls $Ticket->HasUnresolvedDependencies() for each item in the collection's results. This is something we've done significantly differently in Hiveminder and I totally understand why you want it, but I'm not sure there's a clean and simple way to get it today. -jesse > - Todd Miller > ___ > 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] [patch] GPG inbound decrypt/verify problems in RT 3.8.1
On Sep 4, 2008, at 4:01 PM, Tim Wilde wrote: > Tim Wilde wrote: > [ snip ] >> Is it possible that all of this has something to do with specifying >> the >> passphrase in the config (verified multiple times to be the correct >> passphrase for the secret key for the queue, by the way) rather than >> using the agent? > [ snip ] > > Greetings again all! > > Ding ding ding ding, we have a winner! After far too many hours of > digging, I found something that didn't look quite right to me, changed > it, and viola, problem solved. Tim, Thanks very much for all this digging. I've asked Ruslan to have a look at your patch with an eye toward applying it. Best, Jesse ___ 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] Transaction/Scrip ordering and DB Caching.
On Sep 8, 2008, at 3:05 PM, Todd Chapman wrote: I am having a problem trying to figure out how to have a scrip run before the Autoreply scrip and add a custom field value and use that custom field value in the Autoreply template. I know that scrips are run in order of description. Should the custom field value (fetched using ->FirstCustomFieldValue) be visible in the Autoreply template? Is DB caching possibly the problem? This is for RT 3.6.3. Any help is appreciated. Before spending a lot of time beating your head against this, can you test on something more current? There has been a lot of cleanup in that codepath since then. -j___ 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] Information regarding Mason Components and CSS in StyleGuide.pod
On Sep 4, 2008, at 1:36 AM, Potla, Ashish Bassaliel wrote: > Hi Jesse, > I was going through StyleGuide and I see that the info for the Mason > component style and CSS is not yet given. I am trying to understand > the flow of the Mason compnents , CSS for RT and would appreciate it > if you (or anyone for that matter) can give me some guidance or > resources that you might have for understanding it. > MasonX::Profiler is a great way to get a sense of the flow of Mason components within an application using HTML::Mason. Additionally, masonbook.com has a full free copy of the O'Reilly book available online. As to the CSS, you probably just want to look at the existing CSS themes. Best, Jesse > I have just started with this project and I have decent knowledge of > OO Perl and just started with MASON. > > Thanks in advance. > > -Ashish > IT Consultant > Qualcomm > ___ 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] Changes to HTML files not showing.
Sorry, those were things I tried too. expect the seond one I guess, I was just empting out the obj dir, but I have since done what you said... but it hasn't helped. I'm still not seeing my changes. I'm wondering if I messed up something in the install and the html files that I think I should be editing aren't the one's it's using. Any other advice? -Montana On Mon, Sep 8, 2008 at 5:29 PM, Jesse Vincent <[EMAIL PROTECTED]> wrote: > For testing, turn on RT's $DevelMode. That will turn off the cache you're > hitting. > > For run-time changes in production, rm var/mason_data and restart apache. > > On Sep 8, 2008, at 6:13 PM, Montana Quiring wrote: > >> thanks for the reply. >> My list of things that I tried is pretty long, so I don't blame you >> for missing it. >> >> Any other suggestions, please? >> >> >> On Mon, Sep 8, 2008 at 5:10 PM, Micah Gersten <[EMAIL PROTECTED]> wrote: >>> >>> You have to restart Apache. >>> >>> Thank you, >>> Micah Gersten >>> onShore Networks >>> Internal Developer >>> http://www.onshore.com >>> >>> >>> >>> Antikx wrote: Hello, First off...I'm really enjoying RT. It's a great product. I'm trying to customize the SelfServe/Create.html page so that it doesn't display the "Requester", "CC" and "Attach file" fields. I've created the dir SelfServe in local/html ...and copied the Create.html from share/html/SelfServe When I edit that file the updates do not show up. When I edit share/html/SelfServeCreate.html the updates do not show up. After I restart apache the updates do not show up. After I clean out the var/mason_data/obj/ folder the updates do not show up. When I hold down shift and click refresh on my browser (to grab a non--cached page), the updates do not show up. When I try a different browser, the updates do not show up. When I set develmode to 1, the updates do not show up. I guess what I'm trying to say is... the updates do not show up no matter what I do. :) Any suggestions please? I'm trying to put the selfserve page into production ASAP, so your help would be greatly appreciated. >>> >> >> >> >> -- >> -Montana >> >> My Netvibes page: >> http://www.netvibes.com/antikx#About_Montana >> ___ >> 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 >> > > -- -Montana My Netvibes page: http://www.netvibes.com/antikx#About_Montana ___ 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] Changes to HTML files not showing.
For testing, turn on RT's $DevelMode. That will turn off the cache you're hitting. For run-time changes in production, rm var/mason_data and restart apache. On Sep 8, 2008, at 6:13 PM, Montana Quiring wrote: > thanks for the reply. > My list of things that I tried is pretty long, so I don't blame you > for missing it. > > Any other suggestions, please? > > > On Mon, Sep 8, 2008 at 5:10 PM, Micah Gersten <[EMAIL PROTECTED]> > wrote: >> You have to restart Apache. >> >> Thank you, >> Micah Gersten >> onShore Networks >> Internal Developer >> http://www.onshore.com >> >> >> >> Antikx wrote: >>> Hello, >>> First off...I'm really enjoying RT. It's a great product. >>> >>> I'm trying to customize the SelfServe/Create.html page so that it >>> doesn't >>> display the "Requester", "CC" and "Attach file" fields. >>> I've created the dir SelfServe in local/html >>> ...and copied the Create.html from share/html/SelfServe >>> When I edit that file the updates do not show up. >>> When I edit share/html/SelfServeCreate.html the updates do not >>> show up. >>> After I restart apache the updates do not show up. >>> After I clean out the var/mason_data/obj/ folder the updates do >>> not show up. >>> When I hold down shift and click refresh on my browser (to grab a >>> non--cached page), the updates do not show up. >>> When I try a different browser, the updates do not show up. >>> When I set develmode to 1, the updates do not show up. >>> >>> I guess what I'm trying to say is... the updates do not show up no >>> matter >>> what I do. :) >>> >>> Any suggestions please? >>> I'm trying to put the selfserve page into production ASAP, so your >>> help >>> would be greatly appreciated. >>> >>> >> > > > > -- > -Montana > > My Netvibes page: > http://www.netvibes.com/antikx#About_Montana > ___ > 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] Changes to HTML files not showing.
thanks for the reply. My list of things that I tried is pretty long, so I don't blame you for missing it. Any other suggestions, please? On Mon, Sep 8, 2008 at 5:10 PM, Micah Gersten <[EMAIL PROTECTED]> wrote: > You have to restart Apache. > > Thank you, > Micah Gersten > onShore Networks > Internal Developer > http://www.onshore.com > > > > Antikx wrote: >> Hello, >> First off...I'm really enjoying RT. It's a great product. >> >> I'm trying to customize the SelfServe/Create.html page so that it doesn't >> display the "Requester", "CC" and "Attach file" fields. >> I've created the dir SelfServe in local/html >> ...and copied the Create.html from share/html/SelfServe >> When I edit that file the updates do not show up. >> When I edit share/html/SelfServeCreate.html the updates do not show up. >> After I restart apache the updates do not show up. >> After I clean out the var/mason_data/obj/ folder the updates do not show up. >> When I hold down shift and click refresh on my browser (to grab a >> non--cached page), the updates do not show up. >> When I try a different browser, the updates do not show up. >> When I set develmode to 1, the updates do not show up. >> >> I guess what I'm trying to say is... the updates do not show up no matter >> what I do. :) >> >> Any suggestions please? >> I'm trying to put the selfserve page into production ASAP, so your help >> would be greatly appreciated. >> >> > -- -Montana My Netvibes page: http://www.netvibes.com/antikx#About_Montana ___ 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] Changes to HTML files not showing.
You have to restart Apache. Thank you, Micah Gersten onShore Networks Internal Developer http://www.onshore.com Antikx wrote: > Hello, > First off...I'm really enjoying RT. It's a great product. > > I'm trying to customize the SelfServe/Create.html page so that it doesn't > display the "Requester", "CC" and "Attach file" fields. > I've created the dir SelfServe in local/html > ...and copied the Create.html from share/html/SelfServe > When I edit that file the updates do not show up. > When I edit share/html/SelfServeCreate.html the updates do not show up. > After I restart apache the updates do not show up. > After I clean out the var/mason_data/obj/ folder the updates do not show up. > When I hold down shift and click refresh on my browser (to grab a > non--cached page), the updates do not show up. > When I try a different browser, the updates do not show up. > When I set develmode to 1, the updates do not show up. > > I guess what I'm trying to say is... the updates do not show up no matter > what I do. :) > > Any suggestions please? > I'm trying to put the selfserve page into production ASAP, so your help > would be greatly appreciated. > > ___ 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] Changes to HTML files not showing.
Hello, First off...I'm really enjoying RT. It's a great product. I'm trying to customize the SelfServe/Create.html page so that it doesn't display the "Requester", "CC" and "Attach file" fields. I've created the dir SelfServe in local/html ...and copied the Create.html from share/html/SelfServe When I edit that file the updates do not show up. When I edit share/html/SelfServeCreate.html the updates do not show up. After I restart apache the updates do not show up. After I clean out the var/mason_data/obj/ folder the updates do not show up. When I hold down shift and click refresh on my browser (to grab a non--cached page), the updates do not show up. When I try a different browser, the updates do not show up. When I set develmode to 1, the updates do not show up. I guess what I'm trying to say is... the updates do not show up no matter what I do. :) Any suggestions please? I'm trying to put the selfserve page into production ASAP, so your help would be greatly appreciated. -- View this message in context: http://www.nabble.com/Changes-to-HTML-files-not-showing.-tp19380612p19380612.html Sent from the Request Tracker - User mailing list archive at Nabble.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] query builder
On Sep 8, 2008, at 5:11 PM, Nick Price wrote: hello I am running RT 3.8.1 on fedora 7 I get the query builder page ok but when I click on "Calender" or "Add these items" I get a blank web page. Any ideas what could cause this What shows up in your apache error logs? -j___ 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] clickable links to other tickets in ticket history?
Hmm, I have been contemplating upgrading to 3.8(.1) for a little while now, one reason being that sorting by custom fields in search results is not working in 3.6.3. is it _just_ a matter of configure, make build, make upgrade? Doro 2008/9/8 Kevin Falcone <[EMAIL PROTECTED]>: > > On Sep 8, 2008, at 5:02 PM, Dorothea Muecke-Herzberg wrote: > >> Erm, in what RT version does MakeClicky appear? We run 3.6.3 (should >> have said) > > 3.8 > When you don't say your version, I assume its the most recent. > You won't be able to do it as cleanly, but there are other template > you can override in 3.6, but you'll have to trace around in > html/Ticket/Elements/ > > -kevin > >> >> >> Doro >> >> 2008/9/8 Kevin Falcone <[EMAIL PROTECTED]>: >>> >>> On Sep 8, 2008, at 4:12 PM, Dorothea Muecke-Herzberg wrote: >>> People want to include it in their text for convenience and to have it right with the descriptive text, e.g. "we have seen phenomen A in issue #334 before". Our histories get quite long and it is very inconvenient having to scroll all the way in order to get to the link. >>> >>> Have a look at Elements/MakeClicky and use the callback >>> system to add your own custom handling of #334 >>> >>> -kevin >>> 2008/9/8 Jerrad Pierce <[EMAIL PROTECTED]>: > On Mon, Sep 8, 2008 at 06:13, Dorothea Muecke-Herzberg > <[EMAIL PROTECTED]> wrote: >> >> Hello, >> >> Our users would like to have a feature by which they could just >> type, >> e.g. "#123" in the >> text field when updating a ticket in order to refer to a different >> ticket, and then, >> when viewing the ticket history it would become a clickable link. > > What's wrong with the Links box then? > > -- > Cambridge Energy Alliance: Save money & the planet > ___ 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 >>> >> > > ___ > 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] clickable links to other tickets in ticket history?
On Sep 8, 2008, at 5:02 PM, Dorothea Muecke-Herzberg wrote: > Erm, in what RT version does MakeClicky appear? We run 3.6.3 (should > have said) 3.8 When you don't say your version, I assume its the most recent. You won't be able to do it as cleanly, but there are other template you can override in 3.6, but you'll have to trace around in html/Ticket/Elements/ -kevin > > > Doro > > 2008/9/8 Kevin Falcone <[EMAIL PROTECTED]>: >> >> On Sep 8, 2008, at 4:12 PM, Dorothea Muecke-Herzberg wrote: >> >>> People want to include it in their text for convenience and to >>> have it >>> right with the descriptive text, e.g. >>> "we have seen phenomen A in issue #334 before". Our histories get >>> quite long and it is very inconvenient >>> having to scroll all the way in order to get to the link. >>> >> >> Have a look at Elements/MakeClicky and use the callback >> system to add your own custom handling of #334 >> >> -kevin >> >>> 2008/9/8 Jerrad Pierce <[EMAIL PROTECTED]>: On Mon, Sep 8, 2008 at 06:13, Dorothea Muecke-Herzberg <[EMAIL PROTECTED]> wrote: > > Hello, > > Our users would like to have a feature by which they could just > type, > e.g. "#123" in the > text field when updating a ticket in order to refer to a different > ticket, and then, > when viewing the ticket history it would become a clickable link. What's wrong with the Links box then? -- Cambridge Energy Alliance: Save money & the planet >>> ___ >>> 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 >> > ___ 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] query builder
hello I am running RT 3.8.1 on fedora 7 I get the query builder page ok but when I click on "Calender" or "Add these items" I get a blank web page. Any ideas what could cause this Nick Price _ Get more out of the Web. Learn 10 hidden secrets of Windows Live. http://windowslive.com/connect/post/jamiethomson.spaces.live.com-Blog-cns!550F681DAD532637!5295.entry?ocid=TXT_TAGLM_WL_domore_092008___ 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] clickable links to other tickets in ticket history?
Erm, in what RT version does MakeClicky appear? We run 3.6.3 (should have said) Doro 2008/9/8 Kevin Falcone <[EMAIL PROTECTED]>: > > On Sep 8, 2008, at 4:12 PM, Dorothea Muecke-Herzberg wrote: > >> People want to include it in their text for convenience and to have it >> right with the descriptive text, e.g. >> "we have seen phenomen A in issue #334 before". Our histories get >> quite long and it is very inconvenient >> having to scroll all the way in order to get to the link. >> > > Have a look at Elements/MakeClicky and use the callback > system to add your own custom handling of #334 > > -kevin > >> 2008/9/8 Jerrad Pierce <[EMAIL PROTECTED]>: >>> On Mon, Sep 8, 2008 at 06:13, Dorothea Muecke-Herzberg >>> <[EMAIL PROTECTED]> wrote: Hello, Our users would like to have a feature by which they could just type, e.g. "#123" in the text field when updating a ticket in order to refer to a different ticket, and then, when viewing the ticket history it would become a clickable link. >>> >>> What's wrong with the Links box then? >>> >>> -- >>> Cambridge Energy Alliance: Save money & the planet >>> >> ___ >> 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 > ___ 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] 3.8.1 -- Ticket Search doesn't find requestor?
All - I recently updated from 3.6.5 to 3.8.1, but have run into an issue with Ticket Search. If I view a ticket from "Display.html?id=XXX", the requestor is set to the expected value. However, if I search for the ticket using the "/Search/Build.html" query builder, it doesn't display. The query is irrelevant, it simply doesn't show up in the search results. If I remove the requestor and re-add them, they will then show up in the search as expected. Any ideas are appreciated. Thank you. ___ 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] clickable links to other tickets in ticket history?
On Sep 8, 2008, at 4:12 PM, Dorothea Muecke-Herzberg wrote: > People want to include it in their text for convenience and to have it > right with the descriptive text, e.g. > "we have seen phenomen A in issue #334 before". Our histories get > quite long and it is very inconvenient > having to scroll all the way in order to get to the link. > Have a look at Elements/MakeClicky and use the callback system to add your own custom handling of #334 -kevin > 2008/9/8 Jerrad Pierce <[EMAIL PROTECTED]>: >> On Mon, Sep 8, 2008 at 06:13, Dorothea Muecke-Herzberg >> <[EMAIL PROTECTED]> wrote: >>> >>> Hello, >>> >>> Our users would like to have a feature by which they could just >>> type, >>> e.g. "#123" in the >>> text field when updating a ticket in order to refer to a different >>> ticket, and then, >>> when viewing the ticket history it would become a clickable link. >> >> What's wrong with the Links box then? >> >> -- >> Cambridge Energy Alliance: Save money & the planet >> > ___ > 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] clickable links to other tickets in ticket history?
People want to include it in their text for convenience and to have it right with the descriptive text, e.g. "we have seen phenomen A in issue #334 before". Our histories get quite long and it is very inconvenient having to scroll all the way in order to get to the link. Doro 2008/9/8 Jerrad Pierce <[EMAIL PROTECTED]>: > On Mon, Sep 8, 2008 at 06:13, Dorothea Muecke-Herzberg > <[EMAIL PROTECTED]> wrote: >> >> Hello, >> >> Our users would like to have a feature by which they could just type, >> e.g. "#123" in the >> text field when updating a ticket in order to refer to a different >> ticket, and then, >> when viewing the ticket history it would become a clickable link. > > What's wrong with the Links box then? > > -- > Cambridge Energy Alliance: Save money & the planet > ___ 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] RTx::DDMU
Does anyone have experience with RTx::DDMU? It looks promising, but a little dated. Perhaps a local customization that makes it work better with modern browsers/RTs? Or something to make it a user preference rather than a global interface replacement? -- Cambridge Energy Alliance: Save money & the planet ___ 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] Searching on status of depedencies?
I'm using RT to do ticket-tracking for software development. I would like to use RT to the answer the question "What can I work on now?". I'd been using a search that checked for existing dependencies, but RT doesn't appear to distinguish between resovled and unresolved dependencies. I saw some 'scrips' online that could work around this using the 'stalled' status, but they were incomplete (a ticket needs to become stalled if it gains a dependency), and it's not clear that it's a good idea to run them for everybody else (using the same RT installation for normal ticket tracking), or if it's possible to restrict them to a particular queue. I also saw a suggestion about a "custom search module." I rather suspect this is what I actually want to do -- add "UnresolvedDependencies" to ticket SQL -- but I can't find documentation on it anywhere. Do I need to buy the book? Thanks. - Todd Miller ___ 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] Transaction/Scrip ordering and DB Caching.
I am having a problem trying to figure out how to have a scrip run before the Autoreply scrip and add a custom field value and use that custom field value in the Autoreply template. I know that scrips are run in order of description. Should the custom field value (fetched using ->FirstCustomFieldValue) be visible in the Autoreply template? Is DB caching possibly the problem? This is for RT 3.6.3. Any help is appreciated. -Todd ___ 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] How to get RT to use Reply-To for returned emails
On Sep 8, 2008, at 2:27 PM, John BORIS wrote: > In my setup my users are sending emails to RT from a machine where > their > email address isn't valid. It is hard to explain. The corporate email > address for my users is not the same as their login and email > address on > the server where the email is originating. We use Mutt as the client. > The emails are sent from inside a program the user is running. > It is like this > User's login to server: joed > email address on that server: [EMAIL PROTECTED] > Corporate email is [EMAIL PROTECTED] > REPLY-TO [EMAIL PROTECTED] Hi John RT usually looks at Reply-To. Have a look at RT::Interface::Email and the ParseSenderAddressFromHead function. Is RT assigning the Requestor to the proper Email but just sending mail to the wrong place? Assuming these are relatively deterministic and you can write a regex for the localserver part, you can use the CanonicalizeEmailAddressMatch and CanonicalizeEmailAddressReplace config variables in RT_SiteConfig.pm and avoid needing to mess with the Reply-To parsing. -kevin > The user sends the email to RT from the application on the server. > Mutt > sends the email to RT and RT takes it and processes it. It correctly > adds the ticket to the proper Queue but it then sends the reply back > to > the From address not the REPLY-TO address. This reply is then > refused by > the local server. > > Is there a way to have RT use the REPLY-TO field for replies instead > of > the From field? Or is the REPLY-TO field not set in all email clients? > > > I hope I gave enough info. > > TIA > > > John J. Boris, Sr. > JEN-A-SyS Administrator > Archdiocese of Philadelphia > "Remember! That light at the end of the tunnel > Just might be the headlight of an oncoming train!" > ___ > 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] Blank Web page when clicking on some queues in RT3.8.1
I'm sorry for being such a newbie. I've searched all over and can't seem to figure out how to enable logging. I went into RT_SiteConfig.pm and added these lines: #Logging Set($LogToFileNamed , '/opt/rt3.8/etc/rt.log'); Set($LogToSyslog , 'debug'); Then I changed the permissions for rt.log to be -rw-rw-rw. I added a line at the top of the file: #started on 9/8/2008. I then restarted apache. Playing around inside the interface produces nothing in that file. I'm not sure I'm doing it right. Thanks for your continued patience! -Chris On Mon, Sep 8, 2008 at 1:11 PM, Chaim Rieger <[EMAIL PROTECTED]> wrote: > Chris Nelson wrote: > >> Thanks for the response. I can't find the file called rt.log. I've done a >> locate for it and it doesn't show up - might it be called something else? (I >> would not have changed it's default value on purpose). >> > > > rt.log is only created is you tell rt to log to a specified rt log file > > set it up to debug to /rt/install/path/var/log/rt.log > > in RT_SIteConfig.pm > > restart apache > > then do a few operations and post what the log has to say > > > > > ___ 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] How to get RT to use Reply-To for returned emails
Hi John,
It's possible to access the headers of the original e-mail in an on-create
scrip and then change the requestor to whatever is found in the reply-to
header. You would have to create a new user for the reply-to address if
that user does not already exist. You might end up with a bunch of bogus
users unless you also delete the original requestor/user after changing to
the new one because RT creates the user before the on-create trigger
happens (you might have to shred it, I'm not sure). And if there is no
reply-to header then obviously you wouldn't change the requestor. Doing
this might present some surprise gotchas as well, so be prepared.
Another thought is to change the requestor's "userid" to the reply-to
address. This seems like it would be cleaner, but I've never done it and
don't know whether it is feasible. If the user already exists, then you
change the requestor to that user. You still need to delete any bogus user
that gets created.
I think this will get you the Reply-To header:
my @ReplyTo =
$self->TicketObj->Transactions->First->Attachments->First->GetHeader('To');
but you might be able to simplify it to:
my @ReplyTo =
$self->TransactionObj->Attachments->First->GetHeader('Reply-To');
Give it a shot and have fun!
Regards,
Gene
At 11:27 AM 9/8/2008, John BORIS wrote:
>In my setup my users are sending emails to RT from a machine where their
>email address isn't valid. It is hard to explain. The corporate email
>address for my users is not the same as their login and email address on
>the server where the email is originating. We use Mutt as the client.
>The emails are sent from inside a program the user is running.
>It is like this
>User's login to server: joed
>email address on that server: [EMAIL PROTECTED]
>Corporate email is [EMAIL PROTECTED]
>REPLY-TO [EMAIL PROTECTED]
>
>The user sends the email to RT from the application on the server. Mutt
>sends the email to RT and RT takes it and processes it. It correctly
>adds the ticket to the proper Queue but it then sends the reply back to
>the From address not the REPLY-TO address. This reply is then refused by
>the local server.
>
>Is there a way to have RT use the REPLY-TO field for replies instead of
>the From field? Or is the REPLY-TO field not set in all email clients?
>
>
>I hope I gave enough info.
>
>TIA
>
>
>John J. Boris, Sr.
>JEN-A-SyS Administrator
>Archdiocese of Philadelphia
>"Remember! That light at the end of the tunnel
>Just might be the headlight of an oncoming train!"
>___
>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
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
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Re: [rt-users] How to get RT to use Reply-To for returned emails
On Mon, Sep 8, 2008 at 14:27, John BORIS <[EMAIL PROTECTED]> wrote: > User's login to server: joed > email address on that server: [EMAIL PROTECTED] > Corporate email is [EMAIL PROTECTED] > REPLY-TO [EMAIL PROTECTED] > > The user sends the email to RT from the application on the server. Mutt > sends the email to RT and RT takes it and processes it. It correctly > adds the ticket to the proper Queue but it then sends the reply back to > the From address not the REPLY-TO address. This reply is then refused by > the local server. I could be wrong, but I think this a problem that ExternalAuth (with LDAP) is meant to solve? Basically, you're trying to setup alias addresses for users. -- Cambridge Energy Alliance: Save money & the planet ___ 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] How to get RT to use Reply-To for returned emails
In my setup my users are sending emails to RT from a machine where their email address isn't valid. It is hard to explain. The corporate email address for my users is not the same as their login and email address on the server where the email is originating. We use Mutt as the client. The emails are sent from inside a program the user is running. It is like this User's login to server: joed email address on that server: [EMAIL PROTECTED] Corporate email is [EMAIL PROTECTED] REPLY-TO [EMAIL PROTECTED] The user sends the email to RT from the application on the server. Mutt sends the email to RT and RT takes it and processes it. It correctly adds the ticket to the proper Queue but it then sends the reply back to the From address not the REPLY-TO address. This reply is then refused by the local server. Is there a way to have RT use the REPLY-TO field for replies instead of the From field? Or is the REPLY-TO field not set in all email clients? I hope I gave enough info. TIA John J. Boris, Sr. JEN-A-SyS Administrator Archdiocese of Philadelphia "Remember! That light at the end of the tunnel Just might be the headlight of an oncoming train!" ___ 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] RT only sends reply emails from the RT root user (Debian package installation)
Hi folks, We¹ve recently installed RT 3.6.1 on a Debian Etch system via the ³requestracker3.6² package, running under apache2 with mod_perl2, and using postfix as the MTA and MySQL for the database. The basic RT system seems to be up and running properly. If we log in to RT as root we can reply to tickets, the ticket shows ³RT_System - Outgoing email recorded² and postfix sends the email (can see it via postfix mail log). But, if we log in as any other user and reply to a ticket < even if that user is also given ³superuser² rights < the ticket does not show ³RT_System - Outgoing email recorded² and email is not sent to postfix (postfix log shows no activity). I¹ve tried setting the global ³privileged² group to have most of the rights regular users would need, including ³ReplyToTicket², but that had not changed the system behavior. Any help pointing me in the right direction is appreciated! Thanks, JR ___ 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] Blank Web page when clicking on some queues in RT3.8.1
Chris Nelson wrote: > Thanks for the response. I can't find the file called rt.log. I've done > a locate for it and it doesn't show up - might it be called something > else? (I would not have changed it's default value on purpose). rt.log is only created is you tell rt to log to a specified rt log file set it up to debug to /rt/install/path/var/log/rt.log in RT_SIteConfig.pm restart apache then do a few operations and post what the log has to say ___ 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] [patch 3.8.1] simple search on custom fields
The simple patch below allows you to search on custom fields with the
syntax .fieldName:value.
The : is chosen to match fulltext, although a delimiting = may be
clearer for your users. This was
done so that I could add a "Tags" custom field to queues for free from
annotation & searching
of tickets with relationships that cannot be represented with links
(but perhaps queues, at the
expense of manageability)
--- /tmp/Googleish.pm 2008-09-08 12:37:19.0 -0400
+++ lib/RT/Search/Googleish.pm 2008-09-08 12:44:21.0 -0400
@@ -141,6 +141,10 @@
push @owner_clauses, "Owner = '" . $User->Name . "'";
}
+elsif ( $key =~ /.(\w+):(\w+)/ ) {
+push @user_clauses, "CF.{$1} LIKE '$2'";
+}
+
# Else, subject must contain $key
else {
$key =~ s/['\\].*//g;
[
An earlier incarnation matched /cf.(\w+):(\w+)/i but this seemed
unnecessarily verbose.
The text above has been added to the wiki as SearchCustomField
--
Cambridge Energy Alliance: Save money & the planet
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Re: [rt-users] request tracker
> i need some document on french about installing and using request tracker google is your friend : http://articles.mongueurs.net/magazines/linuxmag80.html http://articles.mongueurs.net/magazines/linuxmag81.html http://articles.mongueurs.net/magazines/linuxmag82.html Those articles are 2 years old but should help. ___ 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] request tracker
hi i need some document on french about installing and using request tracker 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] Blank Web page when clicking on some queues in RT3.8.1
Thanks for the response. I can't find the file called rt.log. I've done a locate for it and it doesn't show up - might it be called something else? (I would not have changed it's default value on purpose). Here is my RT_SiteConfig.pm file (where I've only changed the db info so it doesn't have my pw). # Any configuration directives you include here will override # RT's default configuration file, RT_Config.pm # # To include a directive here, just copy the equivalent statement # from RT_Config.pm and change the value. We've included a single # sample value below. # # This file is actually a perl module, so you can include valid # perl code, as well. # # The converse is also true, if this file isn't valid perl, you're # going to run into trouble. To check your SiteConfig file, use # this comamnd: # # perl -c /path/to/your/etc/RT_SiteConfig.pm # THE BASICS: Set($rtname, 'IT.RT'); Set($Organization, 'corp.delivra.com'); Set($CorrespondAddress , '[EMAIL PROTECTED]'); Set($CommentAddress , '[EMAIL PROTECTED]'); Set($Timezone , 'East/UnitedStates'); # obviously choose what suits you # THE DATABASE: Set($DatabaseType, 'mysql'); # e.g. Pg or mysql # These are the settings we used above when creating the RT database, # you MUST set these to what you chose in the section above. Set($DatabaseUser , 'rtuser'); Set($DatabasePassword , '##'); Set($DatabaseName , 'tickets'); # THE WEBSERVER: Set($WebPath , "/rt"); Set($WebBaseURL , "http://mrs-stanwyk.corp.delivra.com";); Set($DatabaseHost , 'localhost'); Set($DatabaseRTHost , 'localhost'); @MailPlugins = qw(Auth::MailFrom Filter::TakeAction); 1; On Mon, Sep 8, 2008 at 10:37 AM, <[EMAIL PROTECTED]> wrote: > Can you post your RT_Siteconfig and the output. From your rt.log please > > > > > Sent via BlackBerry from T-Mobile > > -Original Message- > From: "Chris Nelson" <[EMAIL PROTECTED]> > > Date: Mon, 8 Sep 2008 10:01:59 > To: > Subject: Re: [rt-users] Blank Web page when clicking on some queues in RT >3.8.1 > > > ___ > 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] Blank Web page when clicking on some queues in RT3.8.1
Can you post your RT_Siteconfig and the output. From your rt.log please Sent via BlackBerry from T-Mobile -Original Message- From: "Chris Nelson" <[EMAIL PROTECTED]> Date: Mon, 8 Sep 2008 10:01:59 To: Subject: Re: [rt-users] Blank Web page when clicking on some queues in RT 3.8.1 ___ 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] Blank Web page when clicking on some queues in RT 3.8.1
Some additional information: This is really confusing - I apologize in advance: The blank Web page scenario is not confined to clicking on a queue. In fact, I can now click on all queues without seeing this behavior - I have no idea what's different (other than I have rebooted my own machine - since it's been over the weekend). My DBA can also view all queues. However, the problem persists at other spots - for example, when sorting a queue. If I sort my own queue, I am taken to a blank screen. I can hit the back button once, and then if I select a link from that screen (like if I try to open a ticket), I get the login prompt - then I am taken to the ticket. If I try to sort the DBA queue, I am taken to the blank page and even though I can hit the back button once, I cannot click any links - they all take me to a blank Web page with no content. I have to remove the cookie to continue. The blank Web pages have absolutely no content - View Source produces a blank page. Interestingly, the Status link looks malformed - here it is: http://myserver/rt/Search/Results.html?Format=%0A%20%20%20%27%3Cb%3E%3Ca%20href%3D%22__WebPath__%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0A%20%20%20%27%3Cb%3E%3Ca%20href%3D%22__WebPath__%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%0A%20%20%20Status%2C%0A%20%20%20QueueName%2C%20%0A%20%20%20OwnerName%2C%20%0A%20%20%20Priority%2C%20%0A%20%20%20%27__NEWLINE__%27%2C%0A%20%20%20%27%27%2C%20%0A%20%20%20%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%0A%20%20%20%27%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E%27%2C%0A%20%20%20%27%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E%27%2C%0A%20%20%20%27%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E%27%2C%0A%20%20%20%27%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E%27&Order=ASC&OrderBy=Status&Page=1&Query=Queue%20%3D%20%27dba%27%20AND%20(Status%20%3D%20%27open%27%20OR%20Status%20%3D%20%27new%27%20OR%20Status%20%3D%20%27stalled%27)&Rows=50 Any ideas what's happening? My initial thoughts were that it was permission related - like I was trying to access something that I just didn't have rights to (I should have rights to everything in the system, but that doesn't mean I've properly configured it :) ). I've searched all through the wiki and the listserv and don't see anything obvious. ANY help would be greatly appreciated. Thanks! -Chris On Fri, Sep 5, 2008 at 11:07 AM, Chris Nelson <[EMAIL PROTECTED]> wrote: > Greetings. > > I am running RT 3.8.1 on an Ubuntu server (specs below). I just upgraded > from 3.6. Unfortunately, I am a Linux novice - so, my apologies in advance. > Here is the situation: > > I have 4 queues. I created 2 User Groups. I am a member of the IT Group. I > have granted the IT Group every right available. I am also a member of the > AdminCC group on the DBA Queue (along with my DBA). Now, when I click on his > queue, I get a blank screen - literally an empty Web page. The URL string > appears correct in the Address bar, but there is no content on the page. At > that point, when I click the Back button, or close the browser and reopen - > the screen stays blank as long as anything that begins with my RT URL > remains in the address bar. (I do not have a problem browsing to other Web > pages, like Google - it's just the RT instance that I can no longer view). I > figured out that if I go into FireFox settings (I'm running FF 3, btw) and > delete the cookie, I can then go back to my RT instance, log in and continue > (as long as I don't go to his queue). Interestingly, he has the same problem > if he clicks on the IT queue. We can both view the default "General" queue > just fine. > > I'm really stumped. I just upgraded last night - and I should note that > these problems did not exist before then. I struggled to get the update > complete (just because I'm such a Linux newbie) - but am extremely excited > about the new look/feel. The only other anomoly I noticed is that I'm > logging in more than I ever have before - for one example, sometimes if I > click on the Configuration Page, I have to login before it takes me there - > etc. I never had to do that before. This leads me to believe that these > problems are related to authentication, but I have no idea where to begin. > > Server Info: > >- Ubuntu: 7.0.4 fiesty >- Apache: 2.2.3 >- Perl: 5.8.8 >- MySQL: 5.0.38-Ubuntu_0ubuntu1-log Ubuntu 7.04 distribution >- I have not enabled the GUI and do not intend to do so >- When I ran the configuration, I changed the prefix to /opt/rt3.8/ > > Thanks so much for you time - I sincerely appreciate it! > -Chris > ___ 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] auto forward tickets/replies to specific users
Admincc or just plain cc Sent via BlackBerry from T-Mobile -Original Message- From: David Burrows <[EMAIL PROTECTED]> Date: Mon, 08 Sep 2008 17:49:45 To: Subject: [rt-users] auto forward tickets/replies to specific users We maintain several support@ email addresses, which at the moment get sent via distribution lists to our various support people. We wish to transition from this setup, to hopefully, an RT setup. In order to this, we would like the ability to have a copy of each ticket/response forwarded to an address AFTER the ticket/response has been added to the queue. eg. Customer Tim sends "help me" to [EMAIL PROTECTED] The following ticket "[mydomain.com #12345] help me" is created, and a copy of this ticket is emailed to [EMAIL PROTECTED] (WITH the modified subject) This way, anyone who receives "[EMAIL PROTECTED]", if they were to reply to this email (and cc the reply back to [EMAIL PROTECTED]) .. then the reply will get linked to the appropriate ticket. Ultimately, when everyone is comfortable with using the new RT system, they can be removed from the "[EMAIL PROTECTED]" list, and use the web interface instead. Thanking anyone kindly for any assistance they can give in advance. :) ___ 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] clickable links to other tickets in ticket history?
On Mon, Sep 8, 2008 at 06:13, Dorothea Muecke-Herzberg < [EMAIL PROTECTED]> wrote: > Hello, > > Our users would like to have a feature by which they could just type, > e.g. "#123" in the > text field when updating a ticket in order to refer to a different > ticket, and then, > when viewing the ticket history it would become a clickable link. > What's wrong with the Links box then? -- Cambridge Energy Alliance: Save money & the planet ___ 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] auto forward tickets/replies to specific users
You can setup a script so that on creation of a ticket, the CC of the queue are notified. Then, in the queue configuration, add the people who would normally receive email to the mailing list as CC. -- Mathieu Longtin 1-514-803-8977 On Mon, Sep 8, 2008 at 3:49 AM, David Burrows <[EMAIL PROTECTED]> wrote: > We maintain several support@ email addresses, which at the moment get > sent via distribution lists to our various support people. We wish to > transition from this setup, to hopefully, an RT setup. > > In order to this, we would like the ability to have a copy of each > ticket/response forwarded to an address AFTER the ticket/response has > been added to the queue. > > eg. Customer Tim sends "help me" to [EMAIL PROTECTED] > The following ticket "[mydomain.com #12345] help me" is created, and a > copy of this ticket is emailed to [EMAIL PROTECTED] (WITH the > modified subject) > > This way, anyone who receives "[EMAIL PROTECTED]", if they were > to reply to this email (and cc the reply back to [EMAIL PROTECTED]) > .. then the reply will get linked to the appropriate ticket. > > Ultimately, when everyone is comfortable with using the new RT system, > they can be removed from the "[EMAIL PROTECTED]" list, and use > the web interface instead. > > Thanking anyone kindly for any assistance they can give in advance. :) > ___ > 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
[rt-users] clickable links to other tickets in ticket history?
Hello, Our users would like to have a feature by which they could just type, e.g. "#123" in the text field when updating a ticket in order to refer to a different ticket, and then, when viewing the ticket history it would become a clickable link. Has anybody done something like that already or can point me towards how to go about this? Oh, and at the same time they want to keep the plaintext extension we have installed. Wouldn't that be a problem due to using ? Cheers, Doro ___ 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] auto forward tickets/replies to specific users
We maintain several support@ email addresses, which at the moment get sent via distribution lists to our various support people. We wish to transition from this setup, to hopefully, an RT setup. In order to this, we would like the ability to have a copy of each ticket/response forwarded to an address AFTER the ticket/response has been added to the queue. eg. Customer Tim sends "help me" to [EMAIL PROTECTED] The following ticket "[mydomain.com #12345] help me" is created, and a copy of this ticket is emailed to [EMAIL PROTECTED] (WITH the modified subject) This way, anyone who receives "[EMAIL PROTECTED]", if they were to reply to this email (and cc the reply back to [EMAIL PROTECTED]) .. then the reply will get linked to the appropriate ticket. Ultimately, when everyone is comfortable with using the new RT system, they can be removed from the "[EMAIL PROTECTED]" list, and use the web interface instead. Thanking anyone kindly for any assistance they can give in advance. :) ___ 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
