Re: [rt-users] which variable controls where local customizations are?
Jo Rhett wrote: On Apr 20, 2009, at 6:51 PM, Jerrad Pierce wrote: My understanding right now is RT::MasonLocalComponentRoot /usr/local/www/rt38 No. Compiled Mason lives in RT::MasonDataDir I'm talking about local overrides, for installing your own CallBacks and such. /usr/local/www/rt38 works for me. Note that there's a 'html' missing from those paths, compared to the standard distribution stuff under /usr/local/share/rt38/. So /usr/local/www/rt38/Ticket/Create.html is the equivalent of and overlays: /usr/local/share/rt38/html/Ticket/Create.html Doing 'cd /usr/local/www/rt38 ; ln -s html . ' makes it all look a bit more symmetric. Cheers, Matthew -- Dr Matthew Seaman The Bunker, Ash Radar Station PGP: 0x60AE908C on serversMarshborough Rd Tel: +44 1304 814890 Sandwich Fax: +44 1304 814899 Kent, CT13 0PL, UK signature.asc Description: OpenPGP digital signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] LDAP Plugin
Dera All, I will use LDAP plugin, but while I installed it, got message below. Is it normally? r...@rtsrv02:/home/rtsrv02/RTDeps/RT-Authen-ExternalAuth-0.08# perl Makefile.PL Cannot determine perl version info from lib/RT/Authen/ExternalAuth.pm Cannot determine author info from lib/RT/Authen/ExternalAuth.pm Cannot determine license info from lib/RT/Authen/ExternalAuth.pm Using RT configuration from /opt/rt3/lib/RT.pm: ./etc= /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc ./html= /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html ./lib= /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib Cannot determine perl version info from lib/RT/Authen/ExternalAuth.pm Checking if your kit is complete... Looks good Writing Makefile for RT::Authen::ExternalAuth Thanks, ns ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] LDAP Plugin
Tue 21 Apr 2009 07:15:03 GMT nast linux wrote: Dera All, I will use LDAP plugin, but while I installed it, got message below. Is it normally? Yes. -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Migration
Hi all,
I have found the scripts here:
http://www.gossamer-threads.com/lists/rt/users/53073?do=post_view_thread
ed#53073
But they are not working. After following the README I ran sh
migrate.sh and got the following:
Could not load Everyone group on user creation.
(/opt/rt3/lib/RT/User_Overlay.pm:222)
The error is on the following block:
my $everyone = RT::Group-new($self-CurrentUser);
$everyone-LoadSystemInternalGroup('Everyone');
unless ($everyone-id) {
$RT::Logger-crit(Could not load Everyone group on user
creation.);
$RT::Handle-Rollback();
return ( 0, $self-loc('Could not create user') );
}
And we are not able to solve it. There's no information about it on the
Internet. Any ideas?
I have a hunch that it has to do with the relationship between the
principals, groups and ACL table.
Any help would be greatly appreciated, otherwise we can continue writing
bespoke scripts to fit our needs.
We are currently running RT 3.8.2 under Debian Etch.
Cheers,
Javier
From: Jo Rhett [mailto:jrh...@netconsonance.com]
Sent: 20 April 2009 17:34
To: Javier Garcia
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Migration
Yes. Search the mailing list archives or Google. Both of which return
the script you need quickly.
On Apr 20, 2009, at 8:59 AM, Javier Garcia wrote:
We are manually migrating all our Bugzilla databases to RT using
Perl, but we are having issues with some of them and I can't find
anything on the Internet.
Is there a documented way on How to migrate Bugzilla to RT?
Does anybody have a script for that?
PS: Both servers are running on Debian and using MySQL.
Thanks,
Javier Garcia
Systems Engineer
javier.gar...@snowvalley.com
10 Emerald Street, London, WC1N 3QA
Website: http://www.snowvalley.com http://www.snowvalley.com/
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly
Media.
Buy a copy at http://rtbook.bestpractical.com
--
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source and
other randomness
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] Text Attachments in RT Emails mucked up
Hi, I send an email to RT with a text attachment (ie a notepad file with some text in it.) and some content say 'TEST' in the body of the email. The reply template consists of self-TransactionObj-Content to list out the content. But when I recieve the email, the text attachment is now in the body of the email and the message that was supposed to be in the body of the email is shown as an attachment!! Has anyone faced this ?? I am using RT 3.8.2 and the email I send is of HTML type. -Ashish ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Migration
OK. I've found out that my initialdata file is wrong. There's nothing on
the @Groups array.
I've downloaded a new initialdata file (the syntax is as follows):
@Groups = (
{ Name= '',
Type= 'Everyone',# loc
Domain = 'SystemInternal',
Instance= '',
Description = 'Pseudogroup for internal use',# loc
},
But then I get a new error:
Odd number of elements in hash assignment at
/opt/rt3/lib/RT/Group_Overlay.pm line 405.
/opt/rt3/lib/RT/Group_Overlay.pm line 405:
my %args = (
Name= undef,
Description = undef,
Domain = undef,
Type= undef,
Instance= '0',
InsideTransaction = undef,
_RecordTransaction = 1,
@_
);
I'm not an expert Perl developer, but I have tried modifying the @Groups
array, adding more fields or deleting others, but nothing, same error.
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Javier
Garcia
Sent: 21 April 2009 10:50
To: Jo Rhett
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Migration
Hi all,
I have found the scripts here:
http://www.gossamer-threads.com/lists/rt/users/53073?do=post_view_thread
ed#53073
But they are not working. After following the README I ran sh
migrate.sh and got the following:
Could not load Everyone group on user creation.
(/opt/rt3/lib/RT/User_Overlay.pm:222)
The error is on the following block:
my $everyone = RT::Group-new($self-CurrentUser);
$everyone-LoadSystemInternalGroup('Everyone');
unless ($everyone-id) {
$RT::Logger-crit(Could not load Everyone group on user
creation.);
$RT::Handle-Rollback();
return ( 0, $self-loc('Could not create user') );
}
And we are not able to solve it. There's no information about it on the
Internet. Any ideas?
I have a hunch that it has to do with the relationship between the
principals, groups and ACL table.
Any help would be greatly appreciated, otherwise we can continue writing
bespoke scripts to fit our needs.
We are currently running RT 3.8.2 under Debian Etch.
Cheers,
Javier
From: Jo Rhett [mailto:jrh...@netconsonance.com]
Sent: 20 April 2009 17:34
To: Javier Garcia
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Migration
Yes. Search the mailing list archives or Google. Both of which return
the script you need quickly.
On Apr 20, 2009, at 8:59 AM, Javier Garcia wrote:
We are manually migrating all our Bugzilla databases to RT using
Perl, but we are having issues with some of them and I can't find
anything on the Internet.
Is there a documented way on How to migrate Bugzilla to RT?
Does anybody have a script for that?
PS: Both servers are running on Debian and using MySQL.
Thanks,
Javier Garcia
Systems Engineer
javier.gar...@snowvalley.com
10 Emerald Street, London, WC1N 3QA
Website: http://www.snowvalley.com http://www.snowvalley.com/
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly
Media.
Buy a copy at http://rtbook.bestpractical.com
--
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source and
other randomness
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] search display question
REST does do what I want, but I want RT to handle all the display. I figured out how to just give a url to Results.html and it seems to work fine. Thanks for your information as it helped me to find what I needed. -- Kelly PRescott On Mon, 20 Apr 2009, Tom Lahti wrote: Date: Mon, 20 Apr 2009 14:13:11 -0700 From: Tom Lahti t...@bitstatement.net To: presc...@wcoil.com Cc: rt-us...@bestpractical.com Subject: Re: [rt-users] search display question presc...@wcoil.com wrote: I want to call a rt page to pull up all tickets that have the account number = to I have created a search and saved it but it has the account number as part of the search. that is to say, I put 16000 as the hard-coded account number. Where should I look to figure out how to accomplish this. **Note: I am calling the page from another system which is not rt. REST interface to the rescue. See http://wiki.bestpractical.com/view/REST The URI you want is /REST/1.0/search/ticket/?query=queryorderby=sort-orderformat=format Replace query with your query from the search builder (and parameterize your account number). ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] which variable controls where local customizations are?
On Apr 20, 2009, at 10:26 PM, Matthew Seaman wrote: I'm talking about local overrides, for installing your own CallBacks and such. /usr/local/www/rt38 works for me. Note that there's a 'html' missing from those paths, compared to the standard distribution stuff under / usr/local/share/rt38/. So /usr/local/www/rt38/Ticket/Create.html is the equivalent of and overlays: /usr/local/share/rt38/html/Ticket/Create.html Ah, that's probably the problem. Thanks! -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] which variable controls where local customizations are?
No, it's not a missing html (in the path). It's a base directory. plugins and local libs live under your local folder too. -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] which variable controls where local customizations are?
On Apr 21, 2009, at 9:33 AM, Jerrad Pierce wrote: No, it's not a missing html (in the path). It's a base directory. plugins and local libs live under your local folder too. Then it is missing a /html/ in the path, because mv html/* . ; rmdir html solved the problem for me. If Libraries are going to be at the same level, then it's going to be a problem. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] which variable controls where local customizations are?
Then it is missing a /html/ in the path, because mv html/* . ; rmdir html solved the problem for me. If Libraries are going to be at the same level, then it's going to be a problem. You/BSD seem to have a rather odd config... Local install from source, without any futzing about of paths, just a single prefix: $PREFIX/rt/bin $PREFIX/rt/etc $PREFIX/rt/lib $PREFIX/rt/sbin $PREFIX/rt/share $PREFIX/rt/local/html $PREFIX/rt/local/lib $PREFIX/rt/local/plugins See the head of lib/RT.pm. The longer variable names and comments there better explain where things are if your installation is not centralized. -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] add MySQL authentication
Hi,
I am using External Authentication with LDAP. But also would like to add MYSQL
as another source for login.
After created a table in rt3 database, I made following changes in
RT_SiteConfig.pm:
'My_MySQL' = { ## GENERIC SECTION
# The type of service
(db/ldap/cookie)
'type'
= 'db',
# The server hosting
the service
'server'
= 'server.domain.tld',
## SERVICE-SPECIFIC
SECTION
# The database name
'database'
= 'DB_NAME',
# The database table
'table'
= 'USERS_TABLE',
# The user to connect
to the database as
'user'
= 'DB_USER',
# The password to use
to connect with
'pass'
= 'DB_PASS',
# The port to use to
connect with (e.g. 3306)
'port'
= 'DB_PORT',
# The name of the Perl
DBI driver to use (e.g. mysql)
'dbi_driver'
= 'DBI_DRIVER',
# The field in the
table that holds usernames
'u_field'
= 'username',
# The field in the
table that holds passwords
'p_field'
= 'password',
#
# The field and values
in the table that determines if a user should
# be disabled. For
example, if the field is 'user_status' and the values
# are
['0','1','2','disabled'] then the user will be disabled if their
# user_status is set to
'0','1','2' or the string 'disabled'.
# Otherwise, they will
be considered enabled.
'd_field'
= ' user_status ',
'd_values'
= ['0'],
## RT ATTRIBUTE
MATCHING SECTION
# The list of RT
attributes that uniquely identify a user
'attr_match_list'
= [ 'Gecos',
'Name'
],
# The mapping of RT
attributes on to field names
'attr_map'
= { 'Name' = 'username',
'EmailAddress' = 'email',
'ExternalAuthId' = 'username',
'Gecos' = 'userID'
}
},
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Migration
As far as I understand you don't need to setup anything manually for
that script, e.g. change initialdata. You should install RT and setup
empty database using `make initdb`. Everyone is a special group RT
creates during this step.
On Tue, Apr 21, 2009 at 5:43 PM, Javier Garcia
javier.gar...@snowvalley.com wrote:
OK. I’ve found out that my initialdata file is wrong. There’s nothing on the
@Groups array.
I’ve downloaded a new initialdata file (the syntax is as follows):
@Groups = (
{ Name = '',
Type = 'Everyone', # loc
Domain = 'SystemInternal',
Instance = '',
Description = 'Pseudogroup for internal use', # loc
},
But then I get a new error:
Odd number of elements in hash assignment at
/opt/rt3/lib/RT/Group_Overlay.pm line 405.
/opt/rt3/lib/RT/Group_Overlay.pm line 405:
my %args = (
Name = undef,
Description = undef,
Domain = undef,
Type = undef,
Instance = '0',
InsideTransaction = undef,
_RecordTransaction = 1,
@_
);
I’m not an expert Perl developer, but I have tried modifying the @Groups
array, adding more fields or deleting others, but nothing, same error.
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Javier Garcia
Sent: 21 April 2009 10:50
To: Jo Rhett
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Migration
Hi all,
I have found the scripts here:
http://www.gossamer-threads.com/lists/rt/users/53073?do=post_view_threaded#53073
But they are not working. After following the README I ran “sh migrate.sh”
and got the following:
Could not load Everyone group on user creation.
(/opt/rt3/lib/RT/User_Overlay.pm:222)
The error is on the following block:
my $everyone = RT::Group-new($self-CurrentUser);
$everyone-LoadSystemInternalGroup('Everyone');
unless ($everyone-id) {
$RT::Logger-crit(Could not load Everyone group on user
creation.);
$RT::Handle-Rollback();
return ( 0, $self-loc('Could not create user') );
}
And we are not able to solve it. There’s no information about it on the
Internet. Any ideas?
I have a hunch that it has to do with the relationship between the
principals, groups and ACL table.
Any help would be greatly appreciated, otherwise we can continue writing
bespoke scripts to fit our needs.
We are currently running RT 3.8.2 under Debian Etch.
Cheers,
Javier
From: Jo Rhett [mailto:jrh...@netconsonance.com]
Sent: 20 April 2009 17:34
To: Javier Garcia
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Migration
Yes. Search the mailing list archives or Google. Both of which return the
script you need quickly.
On Apr 20, 2009, at 8:59 AM, Javier Garcia wrote:
We are manually migrating all our Bugzilla databases to RT using Perl, but
we are having issues with some of them and I can’t find anything on the
Internet.
Is there a documented way on How to migrate Bugzilla to RT?
Does anybody have a script for that?
PS: Both servers are running on Debian and using MySQL.
Thanks,
Javier Garcia
Systems Engineer
javier.gar...@snowvalley.com
10 Emerald Street, London, WC1N 3QA
Website: http://www.snowvalley.com
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
--
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source and
other randomness
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
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: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] search display question
presc...@wcoil.com wrote: I figured out how to just give a url to Results.html and it seems to work fine. ... until some future version of RT where the URI scheme of the web interface changes. The REST interface won't. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Ticket CC's
To all, I'd like to have a scrip that takes the CC's on an Email that creates a ticket and makes them CC's on the ticket. Does anyone have an example of that they can pass back to me? Thanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ticket CC's
It's an option in the config. ParseNewMessages... On Tue, Apr 21, 2009 at 11:14 PM, Ken Crocker kfcroc...@lbl.gov wrote: To all, I'd like to have a scrip that takes the CC's on an Email that creates a ticket and makes them CC's on the ticket. Does anyone have an example of that they can pass back to me? Thanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT thinks that the ticket has no recipients....
RT version 3.8.1, ExternalAuth version 0.08 I've run into a problem with testing the instance of RT I've installed that the notification emails aren't getting sent. The mail log doesn't list anything being processed, so I checked the httpd error_log, and see the following: [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-319.5-...@minervan etworks.com #5/96 - Scrip 5 On Correspond Notify AdminCcs (/usr/lib/perl5/vendo r_perl/5.8.8/RT/Action/SendEmail.pm:302) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-319.5-...@minervan etworks.com No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.8.8 /RT/Interface/Email.pm:338) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-737.5-...@minervan etworks.com #5/96 - Scrip 7 On Correspond Notify Other Recipients (/usr/lib/per l5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-737.5-...@minervan etworks.com No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.8.8 /RT/Interface/Email.pm:338) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346850-536.5-...@minervan etworks.com #5/96 - Scrip 6 On Correspond Notify Requestors and Ccs (/usr/lib/p erl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346850-536.5-...@minervan etworks.com No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.8.8 /RT/Interface/Email.pm:338) All users at Minerva Networks have a mail field in their LDAP (AD actually) record since we use Exchange for email. Can someone please shed some light on why this is failing? Thanks. -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Phone: (408) 240-1239 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ticket CC's
Ruslan, Is that available in 3.6.4? Kenn LBNL On 4/21/2009 12:59 PM, Ruslan Zakirov wrote: It's an option in the config. ParseNewMessages... On Tue, Apr 21, 2009 at 11:14 PM, Ken Crocker kfcroc...@lbl.gov wrote: To all, I'd like to have a scrip that takes the CC's on an Email that creates a ticket and makes them CC's on the ticket. Does anyone have an example of that they can pass back to me? Thanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ticket CC's
Ruslan, Sorry. I just found my answer. However, I have another question. I noticed some warnings about using this setting and NOT setting up Set($RTAddressRegexp , '^...@example.com$');. My question realtes to how I understand this warning. I have over 100 Queues, all with unique Email addresses. They all look like queuen...@address with @address being the same on ALL of them. How do I set this up properly so I don't create a nightmare? Kenn LBNL On 4/21/2009 12:59 PM, Ruslan Zakirov wrote: It's an option in the config. ParseNewMessages... On Tue, Apr 21, 2009 at 11:14 PM, Ken Crocker kfcroc...@lbl.gov wrote: To all, I'd like to have a scrip that takes the CC's on an Email that creates a ticket and makes them CC's on the ticket. Does anyone have an example of that they can pass back to me? Thanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT thinks that the ticket has no recipients....
RT version 3.8.1, ExternalAuth version 0.08 I've run into a problem with testing the instance of RT I've installed that the notification emails aren't getting sent. The mail log doesn't list anything being processed, so I checked the httpd error_log, and see the following: [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-319.5-...@minervan etworks.com #5/96 - Scrip 5 On Correspond Notify AdminCcs (/usr/lib/perl5/vendo r_perl/5.8.8/RT/Action/SendEmail.pm:302) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-319.5-...@minervan etworks.com No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.8.8 /RT/Interface/Email.pm:338) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-737.5-...@minervan etworks.com #5/96 - Scrip 7 On Correspond Notify Other Recipients (/usr/lib/per l5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-737.5-...@minervan etworks.com No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.8.8 /RT/Interface/Email.pm:338) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346850-536.5-...@minervan etworks.com #5/96 - Scrip 6 On Correspond Notify Requestors and Ccs (/usr/lib/p erl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346850-536.5-...@minervan etworks.com No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.8.8 /RT/Interface/Email.pm:338) All users at Minerva Networks have a mail field in their LDAP (AD actually) record since we use Exchange for email. Can someone please shed some light on why this is failing? Thanks. -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Phone: (408) 240-1239 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ticket CC's
You use RTAddressRegex in search box on the wiki. And quickly find http://wiki.bestpractical.com/view/RTAddressRegexp On Wed, Apr 22, 2009 at 2:06 AM, Ken Crocker kfcroc...@lbl.gov wrote: Ruslan, Sorry. I just found my answer. However, I have another question. I noticed some warnings about using this setting and NOT setting up Set($RTAddressRegexp , '^...@example.com$');. My question realtes to how I understand this warning. I have over 100 Queues, all with unique Email addresses. They all look like queuen...@address with @address being the same on ALL of them. How do I set this up properly so I don't create a nightmare? Kenn LBNL On 4/21/2009 12:59 PM, Ruslan Zakirov wrote: It's an option in the config. ParseNewMessages... On Tue, Apr 21, 2009 at 11:14 PM, Ken Crocker kfcroc...@lbl.gov wrote: To all, I'd like to have a scrip that takes the CC's on an Email that creates a ticket and makes them CC's on the ticket. Does anyone have an example of that they can pass back to me? Thanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ticket CC's
The config file is plain old perl. You could fetch the list of addresses form somewhere, and slap them together into a regexp programatically; there are even modules for that. -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ticket CC's
Ruslan, OK. I'll have my perl guru look at it. Thanks. Kenn LBNL On 4/21/2009 3:46 PM, Ruslan Zakirov wrote: You use RTAddressRegex in search box on the wiki. And quickly find http://wiki.bestpractical.com/view/RTAddressRegexp On Wed, Apr 22, 2009 at 2:06 AM, Ken Crocker kfcroc...@lbl.gov wrote: Ruslan, Sorry. I just found my answer. However, I have another question. I noticed some warnings about using this setting and NOT setting up Set($RTAddressRegexp , '^...@example.com$');. My question realtes to how I understand this warning. I have over 100 Queues, all with unique Email addresses. They all look like queuen...@address with @address being the same on ALL of them. How do I set this up properly so I don't create a nightmare? Kenn LBNL On 4/21/2009 12:59 PM, Ruslan Zakirov wrote: It's an option in the config. ParseNewMessages... On Tue, Apr 21, 2009 at 11:14 PM, Ken Crocker kfcroc...@lbl.gov wrote: To all, I'd like to have a scrip that takes the CC's on an Email that creates a ticket and makes them CC's on the ticket. Does anyone have an example of that they can pass back to me? Thanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Does Anyone out there use RT for Change Management?
Hi All, I was wondering if anyone out there was using RT for IT Change Management and if so: 1.) How is it working out for you? 2.) Any helpful hints or a description of your setup. If not, is there any other tracking system that would work better for tracking, approving, and notifying changes (server configurations, etc) TIA, Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT thinks that the ticket has no recipients....
You sent this same message 1.5 hours earlier. You (likely) didn't get a response because you didn't include any specific information. At 10k feet it could be anything. Start at a lower level -- who should have gotten mail? Who shows up on the People tab of the ticket? If there's nobody there... On Apr 21, 2009, at 3:27 PM, Gary Greene wrote: RT version 3.8.1, ExternalAuth version 0.08 I've run into a problem with testing the instance of RT I've installed that the notification emails aren't getting sent. The mail log doesn't list anything being processed, so I checked the httpd error_log, and see the following: [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-319.5-...@minervan etworks.com #5/96 - Scrip 5 On Correspond Notify AdminCcs (/usr/lib/ perl5/vendo r_perl/5.8.8/RT/Action/SendEmail.pm:302) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-319.5-...@minervan etworks.com No recipients found. Not sending. (/usr/lib/perl5/ vendor_perl/5.8.8 /RT/Interface/Email.pm:338) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-737.5-...@minervan etworks.com #5/96 - Scrip 7 On Correspond Notify Other Recipients (/ usr/lib/per l5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-737.5-...@minervan etworks.com No recipients found. Not sending. (/usr/lib/perl5/ vendor_perl/5.8.8 /RT/Interface/Email.pm:338) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346850-536.5-...@minervan etworks.com #5/96 - Scrip 6 On Correspond Notify Requestors and Ccs (/usr/lib/p erl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346850-536.5-...@minervan etworks.com No recipients found. Not sending. (/usr/lib/perl5/ vendor_perl/5.8.8 /RT/Interface/Email.pm:338) All users at Minerva Networks have a mail field in their LDAP (AD actually) record since we use Exchange for email. Can someone please shed some light on why this is failing? Thanks. -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Phone: (408) 240-1239 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Does Anyone out there use RT for Change Management?
Steve OBrien wrote: Hi All, I was wondering if anyone out there was using RT for IT Change Management and if so: 1.) How is it working out for you? 2.) Any helpful hints or a description of your setup. If not, is there any other tracking system that would work better for tracking, approving, and notifying changes (server configurations, etc) Yea, we use it for that. Among lots of others things, the IT queue is only one of many in our RT setup. Works great. Helpful hints is rather vague, and I can't think of anything specific to IT change management in that area. Our platform is Linux and mysql for the backend, with postfix and cyrus imap doing email duties. I'm not sure the setup of our RT would be very helpful, since every company is quite different and requires radically different RT configs. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Does Anyone out there use RT for Change Management?
On 22/4/09 9:06 AM, Steve OBrien wrote: Hi All, I was wondering if anyone out there was using RT for IT Change Management and if so: 1.) How is it working out for you? 2.) Any helpful hints or a description of your setup. If not, is there any other tracking system that would work better for tracking, approving, and notifying changes (server configurations, etc) TIA, Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Hi Steve, We use it in that manner. CM queues have custom fields for endorsement and approval. Tickets cannot be resolved until the CM process is complete. Users generally have custom searches for tickets awaiting approval. It works for us because people are vigilant in getting it done. Lachlan ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT thinks that the ticket has no recipients....
[Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-319.5-...@minervan etworks.com #5/96 - Scrip 5 On Correspond Notify AdminCcs (/usr/lib/ perl5/vendo r_perl/5.8.8/RT/Action/SendEmail.pm:302) [snip] [info] means its informational. If was an error it would say [error]. So, those log entries don't really tell you anything other than what you already know. The problem is likely your config and/or usage. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT thinks that the ticket has no recipients....
-Original Message- From: Jo Rhett [mailto:jrh...@netconsonance.com] Sent: Tuesday, April 21, 2009 4:30 PM To: Gary Greene Cc: RT Users; Gary Greene Subject: Re: [rt-users] RT thinks that the ticket has no recipients You sent this same message 1.5 hours earlier. You (likely) didn't get a response because you didn't include any specific information. At 10k feet it could be anything. Start at a lower level -- who should have gotten mail? Who shows up on the People tab of the ticket? If there's nobody there... On Apr 21, 2009, at 3:27 PM, Gary Greene wrote: RT version 3.8.1, ExternalAuth version 0.08 I've run into a problem with testing the instance of RT I've installed that the notification emails aren't getting sent. The mail log doesn't list anything being processed, so I checked the httpd error_log, and see the following: [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-319.5-...@minervan etworks.com #5/96 - Scrip 5 On Correspond Notify AdminCcs (/usr/lib/ perl5/vendo r_perl/5.8.8/RT/Action/SendEmail.pm:302) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-319.5-...@minervan etworks.com No recipients found. Not sending. (/usr/lib/perl5/ vendor_perl/5.8.8 /RT/Interface/Email.pm:338) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-737.5-...@minervan etworks.com #5/96 - Scrip 7 On Correspond Notify Other Recipients (/ usr/lib/per l5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-737.5-...@minervan etworks.com No recipients found. Not sending. (/usr/lib/perl5/ vendor_perl/5.8.8 /RT/Interface/Email.pm:338) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346850-536.5-...@minervan etworks.com #5/96 - Scrip 6 On Correspond Notify Requestors and Ccs (/usr/lib/p erl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346850-536.5-...@minervan etworks.com No recipients found. Not sending. (/usr/lib/perl5/ vendor_perl/5.8.8 /RT/Interface/Email.pm:338) All users at Minerva Networks have a mail field in their LDAP (AD actually) record since we use Exchange for email. Can someone please shed some light on why this is failing? Thanks. -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Phone: (408) 240-1239 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness Regarding sending twice, that was because I didn't see it come through the list, since the Exchange server thought it fun to deliver only the CC'd version of the message instead of the one for the ML. Apologies about that... In the People tab: Owner: Gary Greene ggre...@minervanetworks.com (ggreene) Requestors: Gary Greene ggre...@minervanetworks.com (ggreene) Cc: AdminCc: As I said, I'm testing this for various queue interaction items to see if any gotchas will come up for my users when I roll this out in the next month. If you need any other info, please ask. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT thinks that the ticket has no recipients....
In the People tab: Owner:Gary Greene ggre...@minervanetworks.com (ggreene) Requestors: Gary Greene ggre...@minervanetworks.com (ggreene) Cc: AdminCc: And what are you expecting to get? An email to the owner? An email to the requestor? Both? Do you have scrips configured in this queue (or global ones) that cover those recipients for the event you want to trigger the email? -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT thinks that the ticket has no recipients....
On Apr 21, 2009, at 4:46 PM, Gary Greene wrote: In the People tab: Owner:Gary Greene ggre...@minervanetworks.com (ggreene) Requestors: Gary Greene ggre...@minervanetworks.com (ggreene) Cc: AdminCc: As I said, I'm testing this for various queue interaction items to see if any gotchas will come up for my users when I roll this out in the next month. The default setting is not to send e-mail to people about their own tickets. This duplicate suppression is why you're getting no e-mail. You can change this in your settings, or use some freemail (Google, Yahoo, etc) accounts for testing purposes. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT thinks that the ticket has no recipients....
-Original Message- From: Tom Lahti [mailto:t...@bitstatement.net] Sent: Tuesday, April 21, 2009 4:55 PM To: Gary Greene Cc: RT Users Subject: Re: [rt-users] RT thinks that the ticket has no recipients In the People tab: Owner: Gary Greene ggre...@minervanetworks.com (ggreene) Requestors: Gary Greene ggre...@minervanetworks.com (ggreene) Cc: AdminCc: And what are you expecting to get? An email to the owner? An email to the requestor? Both? I expect that the owner of the ticket will get a confirmation email when they first post and when a reply comes in, and if the requestor responds to the ticket, that the owner will get a confirmation email. From the sound of it, it requires a little more setup on my part to get it to do precisely what I want. Do you have scrips configured in this queue (or global ones) that cover those recipients for the event you want to trigger the email? I should, since I've got the normal global scrips set for comments and replies. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT thinks that the ticket has no recipients....
-Original Message- From: Jo Rhett [mailto:jrh...@netconsonance.com] Sent: Tuesday, April 21, 2009 5:00 PM To: Gary Greene Cc: RT Users Subject: Re: [rt-users] RT thinks that the ticket has no recipients On Apr 21, 2009, at 4:46 PM, Gary Greene wrote: In the People tab: Owner: Gary Greene ggre...@minervanetworks.com (ggreene) Requestors: Gary Greene ggre...@minervanetworks.com (ggreene) Cc: AdminCc: As I said, I'm testing this for various queue interaction items to see if any gotchas will come up for my users when I roll this out in the next month. The default setting is not to send e-mail to people about their own tickets. This duplicate suppression is why you're getting no e-mail. You can change this in your settings, or use some freemail (Google, Yahoo, etc) accounts for testing purposes. Where in the settings? I don't see a setting for it in the web UI. Is this another option that needs set in RT_SiteConfig.pm? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT thinks that the ticket has no recipients....
Do you have scrips configured in this queue (or global ones) that cover those recipients for the event you want to trigger the email? I should, since I've got the normal global scrips set for comments and replies. I should tells me you haven't looked at the scrips for the queue (and I have no idea what the normal global scrips would be, been quite a while since I had a default installation). Configuration - Queues - queue name - Scrips Pay attention to the _condition_. On create is a different condition than on comment and on correspond. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT thinks that the ticket has no recipients....
Where in the settings? I don't see a setting for it in the web UI. Is this another option that needs set in RT_SiteConfig.pm? Yes, its in the config, not the UI. By default, RT doesn't notify the person who performs an update, as they already know what they've done. If you'd like to change this behavior, Set $NotifyActor to 1. Set($NotifyActor, 1); -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
