[rt-users] Temporary files issue
Hi all. I have RT 3.4.4 with number of custom modifications. Now we have the following issue: When: 1. I attach a number of files or 2. I attach one file, click Add more files and then I write text one or several temporary file(s) are being deleted by File::Temp-cleanup. Where can be the root of such incorrect behavior? We're thinking about rewriting Interface::Web-MakeMIMEEntity method with the newest (from 3.8 branch) to use memory instead of tempfiles. Can you advice, is it a good idea or not? WBR, -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 Meet us at Internet Telephony East February 2-4, 2009 - Booth 826 Miami Beach Convention Center ___ 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] Avoid Blank Subject in New Ticket
Hi, we are running RT 3.8.1 and have a mysql 5.0 as db . Our users have been trained to use RT but often forget to add a subject to their ticket. Is there something more effective than corporal punishments to enforce the insertion of a subject when a new ticket is created, ? Thank you for your hints. cheers Andrea Perotti ___ 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] Avoid Blank Subject in New Ticket
On Mon, Dec 01, 2008 at 02:46:33PM +0100, Andrea Perotti wrote: Hi, we are running RT 3.8.1 and have a mysql 5.0 as db . Our users have been trained to use RT but often forget to add a subject to their ticket. Is there something more effective than corporal punishments to enforce the insertion of a subject when a new ticket is created, ? here is a plugin that does this: http://search.cpan.org/dist/RT-Extension-MandatorySubject/ ___ 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] Temporary files issue
On Mon 1.Dec'08 at 15:10:36 +0200, Agnislav Onufrijchuk wrote: Hi all. I have RT 3.4.4 with number of custom modifications. Now we have the following issue: When: 1. I attach a number of files or 2. I attach one file, click Add more files and then I write text one or several temporary file(s) are being deleted by File::Temp-cleanup. Where can be the root of such incorrect behavior? We're thinking about rewriting Interface::Web-MakeMIMEEntity method with the newest (from 3.8 branch) to use memory instead of tempfiles. Can you advice, is it a good idea or not? This is but one of many fairly important bugfixes. Rather than further customizing your RT 3.4 instance, I'd strongly consider putting that effort toward coming up to 3.8. -j WBR, -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 Meet us at Internet Telephony East February 2-4, 2009 - Booth 826 Miami Beach Convention Center ___ 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 -- pgpQU2XY6VkZn.pgp Description: PGP signature ___ 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] Temporary files issue
Dear Jesse, Thank you for your quick response. You wrote: This is but one of many fairly important bugfixes. Rather than further customizing your RT 3.4 instance, I'd strongly consider putting that effort toward coming up to 3.8. We have some reasons to postpone upgrading to 3.8-latest. Can you advice something in our current situations? We made a workaround - set UNLINK = 0 and cleanup procedure is running by cron. It seems it's workable. -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 Meet us at Internet Telephony East February 2-4, 2009 - Booth 826 Miami Beach Convention Center ___ 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] Trying to get an attachment via command line interface rt show ticket/attachment ...
On Sat 29.Nov'08 at 9:58:06 +0100, Tobias Heinz wrote: Dear All, I figured out the solution tonight. The attachment is UTF8 encoded when retrieved via rt show. I filtered it through tcs and it works now. rt show ticket/59134/attachments/365295/content | tcs -f utf -t 8859-1 $filenameTemp This gives me the binary file as it is retrieved from the web. There is a chance that this depends on the setting of your Postgres (client) and / or base operating system ... This just seems...wrong. Can you tell me a bit more about what the attachment was in the first place? Best regards Tobias Heinz http://bayern.zentrumspartei.de Tobias Heinz schrieb: Dear All, I am trying to retrieve an attachment (application/pdf binary file) from a ticket. I am using the rt command line interface. When opening the attachment from the web the file (PDF) is fine. rt show ticket/59134/attachments/365295/content rt show ticket/59134/attachments/365295/content /tmp/test.pdf It gives me a file that is approx. 30% larger than the file itself. When looking at the file, the clear-text part appears to be fine. The pdf viewer tells me: File corrupt or graphics can not be rendered. I have transferred the file via scp to a windows machine - same there. Tried to use different pdf viewers on unix - all abended with errors. Clicking the file using Download test.pf on the web rt in ticket 59134 frontend gives me a perfect error-free pdf .. Does the cli use any kind of encoding? How can I decode/transform the file? Thanks for any hint - God bless Tobias Heinz ___ 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 -- pgpLN7eobtMaX.pgp Description: PGP signature ___ 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] Scrip works on tickets created via RT web interface but not via e-mail
Hi everyone, I'm trying to create a scrip that parses incoming e-mails and
rejects tickets with a certain phrase. I've got the scrip to work on all
tickets created in the queue via the RT web interface, but emails that come
into that queue still make it through. Does anybody know what I could be
missing that would cause it to work on tickets created via the web
interface, but not tickets created via e-mail?
Here's what I've got in the scrip:
Condition: User Defined
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate
Custom Condition:
my $Ticket = $self-TicketObj; my $Transaction = $self-TransactionObj; my
$Attachment = $Transaction-Attachments; my $AttFirst = $Attachment-First;
my $Content = $AttFirst-Content; my $test = 0; $test = 1 if (lc($Content)
=~ m/the caller hung up before leaving a message/i); if($test == 1) { return
1; } return;
Custom Action Prep:
$self-TicketObj-SetStatus( rejected ); return 1;
Custom Action Cleanup:
return 1;
I greatly appreciate any help, thanks!
-Steve
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[rt-users] RT error using API in program
To all, We are writing a program to move an old legacy system into RT using Perl/API. When we try to create a ticket we get an error on creator. There appears to be a bug in the API. Normal behavior when I call $ticket-Create() is for it to convert LDAP style strings in the argument hash into the corresponding numeric ids before doing the actual database insert. If you look at the following, you will see that it does so in several cases, eg Owner, Queue, but fails to do so in the case of field Creator, trying to insert 'DMuirduchann' instead of the corresponding numeric. I thought this might be because DMuirduchann is not a pre-existing user, but replacing DMuirduchann with FCHanny, which it correctly translates for other fields, yields the same error. See following: [Tue Nov 25 19:53:42 2008] [warning]: DBD::Oracle::st execute failed: ORA-01722: invalid number (DBD ERROR: error possibly near * indicator a t char 242 in 'INSERT INTO Tickets (Status, Queue, Started, Type, InitialPriority, Starts, id, LastUpdated, Subject, FinalPriority, Creator, Ow ner, LastUpdatedBy, Resolved, Created, Priority, Due) VALUES (:p1, :p2, :p3, :p4, :p5, :p6, :p7, :p8, :p9, :p10, :*p11, :p12, :p13, :p14, :p1 5, :p16, :p17)') [for Statement INSERT INTO Tickets (Status, Queue, Started, Type, InitialPriority, Starts, id, LastUpdated, Subject, FinalPri ority, Creator, Owner, LastUpdatedBy, Resolved, Created, Priority, Due) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?) with ParamV alues: :p5='5', :p12='9824', :p8='2008-01-04 12:00:00', :p14='1970-01-01 00:00:00', :p10='1', :p13='1', :p16='5', :p2='50252', :p3='2007-11-28 12:00:00', :p6='1970-01-01 00:00:00', :p15='2007-11-28 12:00:00', :p1='open', :p7='57389', :p17='1970-01-01 00:00:00', :p4='ticket', :p9='Chg R eq 17830: Data Conflict error', :p11='DMuirduchann'] at /apps/rt/rt/perl/lib/5.8.5/DBIx/SearchBuilder/Handle.pm line 505. (/apps/rt/rt/perl/lib /5.8.5/DBIx/SearchBuilder/Handle.pm:505) Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RTFM lost custom field info maybe?
Hello, I have a hardware crash and I reinstaled RT and imported all the data. Everything works fine. I installed RT 3.6.5 I also install RTFM 2.4.0 and the install worked fine too. I can see the articles of RTFM in RT but no the content. I guess the custom field info was not stored in the database? Anyway the hardware is pooched so I cannot get to any files. Does this seem like a good explanation? Does RTFM save any custom field info in the MySQL? Where are those files(if they exist) so I can back them up going forward? ___ 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] Default groups
So I am trying to do something kind of tricky and I hope someone here can point me to a resource to do this. I have accounts which are auto-created and authenticated via LDAP I would like any account created this way (used LDAP overlay from site) to belong to a group, and be privileged. It should reject addresses which have the @domain.com email, but aren't in the LDAP directory. Any other email not belonging to the domain should be created as an unprivileged user. Is this possible? What would it take? Thanks, Jonathan ___ 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] wiki homepage
Anybody know why it has a gaming log by 'harry1999' as its front page? Stuart J. Browne ___ 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] Getting current user's details in a Scrip
$Transaction-CreatorObj On Tue, Dec 2, 2008 at 6:10 AM, Stuart Browne [EMAIL PROTECTED] wrote: Hi, I'm trying to tie a specific custom field down to being modified only by a specific user, but can't figure out how to find out what user is actually logged in doing the action. Whenever I use $self-CurrentUser, it shows 'RT_System' instead of the user I'm logged in as, and the person isn't going to be the owner of the ticket. Anybody have any ideas? Stuart J. Browne ___ 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 -- Best regards, Ruslan. ___ 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
