[rt-users] default autoreply unless defined per queue - possible?
hello everyone, using RT 3.8.2 with RTFM 2.4.0 as mentioned in the subject, i wonder if it's possible to have a default autoreply on ticket creation, _unless_ there is an autoreply defined in the queue. any hint greatly appreciated, greetings bernhard ___ 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] replying to resolved notification re-opens ticket
I am daring to question Ruslan's answer, but what is the point of creating new ticket ? might as well re-resolve the original one .. for few years I been trying to find a solution to this and there is n't one, you do n't want to ignore new correspondence to resolved tickets because it might be important (so opening the ticket again is the right option in my opinion), over here I created new Status labelled silent, so when a customer replies back to a resolved ticket with thank you etc , our agents set the status to silent (no notifications sent etc), I have a nightly cron job that sets the Status of silent tickets to resolved, this is done via SQL , not the api, to avoid sending a notification .. Regards; Roy Ruslan Zakirov wrote: http://wiki.bestpractical.com/view/ForkIntoNewTicket On Wed, Apr 29, 2009 at 6:53 PM, GravyFace gravyf...@gmail.com wrote: When a ticket is resolved, RT sends out a system notification, According to our records, your request has been resolved.. Being polite, our customers usually reply to our resolution emails with a thank you -- I could tell them not to, I guess, but am wondering what others in the RT community do. Not a deal-breaker, but I could see this getting annoying for us. ___ 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] replying to resolved notification re-opens ticket
With forking into new ticket point is slightly different. People often find old ticket to open a new one, so you either have to fork manually or deal with thank you. Up to you to decide what to use to deal with thanks, re-opens with different problems and legal re-opens. Forking is an alternative. On Thu, Apr 30, 2009 at 1:18 PM, Raed El-Hames r...@vialtus.com wrote: I am daring to question Ruslan's answer, but what is the point of creating new ticket ? might as well re-resolve the original one .. for few years I been trying to find a solution to this and there is n't one, you do n't want to ignore new correspondence to resolved tickets because it might be important (so opening the ticket again is the right option in my opinion), over here I created new Status labelled silent, so when a customer replies back to a resolved ticket with thank you etc , our agents set the status to silent (no notifications sent etc), I have a nightly cron job that sets the Status of silent tickets to resolved, this is done via SQL , not the api, to avoid sending a notification .. Regards; Roy Ruslan Zakirov wrote: http://wiki.bestpractical.com/view/ForkIntoNewTicket On Wed, Apr 29, 2009 at 6:53 PM, GravyFace gravyf...@gmail.com wrote: When a ticket is resolved, RT sends out a system notification, According to our records, your request has been resolved.. Being polite, our customers usually reply to our resolution emails with a thank you -- I could tell them not to, I guess, but am wondering what others in the RT community do. Not a deal-breaker, but I could see this getting annoying for us. ___ 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] timezone and custom Subject lines
On Thu, Apr 30, 2009 at 7:24 AM, erik tapang erik.tap...@gmail.com wrote:
i've setup RT 3.8.2 on RHEL5.3 u3 64-bit and the setup is working fine. just
needed some help/tips on minor issues.
1. {$Transaction-CreatedAsString} and {$Ticket-Created}
use different timezones. the latter is 8-hours behind.
I have this in my RT_SiteConfig.pm:
Set($Timezone , 'Asia/Singapore');
right now i'm using {$Transaction-CreatedAsString} to
show when the ticket was created in newly created tickets.
what's the difference betwen the two (for newly
created tickets)?
$Ticket-Created returns internal version that is UTC, you can use
$ticket-CreatedObj that returns a RT::Date object, so
$Ticket-CreatedObj-AsString. See more details on formatters in
RT::Date library.
2. how to change the Subject line of messages to the format
used by our current support system.
the format i need:
QUEUE-MM-TicketId
(MM is the month - 04 for April, 05 for May etc.)
right now i'm stuck with:
[NETWORK #46]
i'm checking http://wiki.bestpractical.com/view/SendEmail
and from the archive
http://www.gossamer-threads.com/lists/rt/users/72259?search_string=sub%20SetSubjectToken%20;#72259
BUT he had problems with the email replies and had no response to his post.
many thanks for any help/tips.
You can not do that without some code: in all templates you should use
something like Subject: [{...} {...} #{$Ticket-id}]...
And have to adjust regular expression in the config to match all
possible variants. If you don't do this then outgoing emails will have
two [...] blocks: yours and default. Also, replies to old tickets may
start generate new tickets.
Read http://wiki.bestpractical.com/view/RenameInstance
erik
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Re: [rt-users] Editable Text
I found your ticket in rt3.fsck.com and attached it to 3.8.4 release. On Tue, Apr 28, 2009 at 2:37 PM, Kristian Davies kristian.dav...@gmail.com wrote: There seems to be an odd issue this this. Create two tickets, 1001 and 1002. Add Depends on: 1001 to 1002. Search for them both. and click Editable Text ===Update-Ticket: 1001 Queue: Test Queue Subject: TEST Status: open UpdateType: correspond snip Children: DependedOnBy: DependsOn: Parents: ReferredToBy: RefersTo: ===Update-Ticket: 1002 Queue: Test Queue Subject: TEST Status: new UpdateType: correspond snip Children: DependedOnBy: 1002 DependsOn: 1001 Parents: ReferredToBy: RefersTo: Although when you show ticket 1001 it says: Depends on: (Create) Depended on by: (Create) * 1002: (Nobody) TEST [new] Parents: (Create) Children: (Create) Refers to: (Create) Referred to by: (Create) Display ticket 1002: Depends on: (Create) * 1001: (Nobody) TEST [open] Depended on by: (Create) Parents: (Create) Children: (Create) Refers to: (Create) Referred to by: (Create) -Kristian ___ 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] default autoreply unless defined per queue - possible?
re On Thu, 2009-04-30 at 09:21 +0200, Bernhard Hansbauer wrote: using RT 3.8.2 with RTFM 2.4.0 as mentioned in the subject, i wonder if it's possible to have a default autoreply on ticket creation, _unless_ there is an autoreply defined in the queue. any hint greatly appreciated, Delete Autoreply To Requestors script in global scripts and define a new custom one: Condition: User Defined Action: Autoreply to Requestor Template: Global template: Autoreply Stage: TransactionCreate Custom condition: return($self-TransactionObj-Type eq Create $self-TicketObj-QueueObj-Name ne X ) - is your defined queue name For XXX queue you need to create new script defined in queue for example to sends out different custom reply. I hope it helps. regards, Andraz -- Humppa all the way! signature.asc Description: This is a digitally signed message part ___ 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] Query Customfiels in MySQL
Hi all. I want to do a query with ObjectCustomFieldValues and Tickets. The different queries run separately, but I don't know how I must link them. The queries are next: 1) select id,CustomField,Content from ObjectCustomFieldValues where CustomField=2; 2) Select q.Name, count(t.id), Status from Tickets t, Queues q WHERE t.Queue=q.id AND (t.Queue=3 OR t.Queue=6) AND (Status='Resolved' OR Status!='Resolved') GROUP BY q.Name,Status ORDER BY q.Name, Status; I have tried to use the Principals table, but always the result of next query (Select PrincipalType from Principals group by PrincipalType) is Group or User. Any idea? Thanks a lot!! Best regards, ALBERTO VILLANUEVA DEL VAL Consultor Altran Technologies ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel: + 34 91 744 46 00 - Ext: 2205 Fax: + 34 91 415 24 57 www.altran.es ___ 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] Scripts reordering etc
re On Tue, 2009-04-28 at 14:06 +0200, Andraz Sraka wrote: I'm trying to have some custom scripts / set of rules when and how do I notify owners, AdminsCC etc. I am creating new 'queue' for Helpdesk/Support and one of the rules must be, that when ticket is created, based on Queue AdminCC must be set as well as notifying AdminCC about newly created ticket in queue. Any ideas? regards, Andraz -- Humppa all the way! signature.asc Description: This is a digitally signed message part ___ 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] default autoreply unless defined per queue - possible?
Global template 'Autoreply' template is default. Define 'Autoreply' template in a queue and you'll have custom. Read http://wiki.bestpractical.com/view/Template . On Thu, Apr 30, 2009 at 11:21 AM, Bernhard Hansbauer bernhard.hansba...@greentube.com wrote: hello everyone, using RT 3.8.2 with RTFM 2.4.0 as mentioned in the subject, i wonder if it's possible to have a default autoreply on ticket creation, _unless_ there is an autoreply defined in the queue. any hint greatly appreciated, greetings bernhard ___ 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] Owner drop box not populating
Into rights I think and debug logs. On Tue, Apr 28, 2009 at 6:56 PM, Glen Galvin gal...@iastate.edu wrote: Recently I switched my RT install to the Redhat (EL5) RPM distributed version (3.6.7). Versions matched and everything went smooth with one exception. My Owner drop boxes no longer populate with names making it impossible to assign tickets to my users. Whenever changing attributes on an owned ticket, like subject or priority, it reverts the owner back to nobody. Where should I start looking to debug this problem? -- - Glen Galvin gal...@iastate.edu - Virtual Reality Applications Center - Change is inevitable, growth is optional. ___ 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] Queue Sort order
Hi all, I do not find the answer, perhaps that somebody to help me ? By searching for tickets with an order of sorting on the queue, it seems that the sorting is done on the queue.id. How to make to have an order of sorting on queue.name Thanks for your help Horst ___ Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. The content of this e-mail is intended only and solely for the use of the named recipient or organisation. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are nor allowed to copy, distribute or use this e-mail in any way. ___ ___ 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 db schema
Hi, Does someone know the RECORDS table?? If I write show tables in MySQL, this table doesn't exist. Any idea?? Best regards, ALBERTO VILLANUEVA DEL VAL Consultor Altran Technologies ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel: + 34 91 744 46 00 - Ext: 2205 Fax: + 34 91 415 24 57 www.altran.es ___ 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 db schema
There is no records table in RT's DB. On Thu, Apr 30, 2009 at 5:29 PM, Alberto Villanueva alberto.villanu...@altran.es wrote: Hi, Does someone know the RECORDS table?? If I write show tables in MySQL, this table doesn't exist. Any idea?? Best regards, ALBERTO VILLANUEVA DEL VAL Consultor Altran Technologies ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel: + 34 91 744 46 00 - Ext: 2205 Fax: + 34 91 415 24 57 www.altran.es ___ 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] RT db schema
Then, how do I link Tickets to CustomFields?? :-( :-( Thanks a lot! Best regards, ALBERTO VILLANUEVA DEL VAL Consultor Altran Technologies ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel: + 34 91 744 46 00 - Ext: 2205 Fax: + 34 91 415 24 57 www.altran.es -Mensaje original- De: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com] Enviado el: jueves, 30 de abril de 2009 15:33 Para: Alberto Villanueva CC: rt-users@lists.bestpractical.com Asunto: Re: [rt-users] RT db schema There is no records table in RT's DB. On Thu, Apr 30, 2009 at 5:29 PM, Alberto Villanueva alberto.villanu...@altran.es wrote: Hi, Does someone know the RECORDS table?? If I write show tables in MySQL, this table doesn't exist. Any idea?? Best regards, ALBERTO VILLANUEVA DEL VAL Consultor Altran Technologies ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel: + 34 91 744 46 00 - Ext: 2205 Fax: + 34 91 415 24 57 www.altran.es ___ 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] Super User can't change owner
Regardless of whether ticket has been taken or not, I -- as a superuser -- cannot change the owner to anyone other than myself or Nobody. ___ 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 db schema
mysql desc ObjectCustomFieldValues; ObjectId is Tickets.Id if ObjectType = 'RT::Ticket'; CustomField is CustomFields.Id I did see your earlier question, though I am not sure what you are trying to do, using perl and RT api will make your life much easier ? Regards; Roy Alberto Villanueva wrote: Then, how do I link Tickets to CustomFields?? :-( :-( Thanks a lot! Best regards, ALBERTO VILLANUEVA DEL VAL Consultor Altran Technologies ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel: + 34 91 744 46 00 - Ext: 2205 Fax: + 34 91 415 24 57 www.altran.es -Mensaje original- De: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com] Enviado el: jueves, 30 de abril de 2009 15:33 Para: Alberto Villanueva CC: rt-users@lists.bestpractical.com Asunto: Re: [rt-users] RT db schema There is no records table in RT's DB. On Thu, Apr 30, 2009 at 5:29 PM, Alberto Villanueva alberto.villanu...@altran.es wrote: Hi, Does someone know the RECORDS table?? If I write show tables in MySQL, this table doesn't exist. Any idea?? Best regards, ALBERTO VILLANUEVA DEL VAL Consultor Altran Technologies ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel: + 34 91 744 46 00 - Ext: 2205 Fax: + 34 91 415 24 57 www.altran.es ___ 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 ___ 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] Query for Service Downtime
Kenneth Marshall wrote: On Wed, Apr 29, 2009 at 11:18:03AM -0700, Tom Lahti wrote: RT doesn't monitor anything, so it doesn't really have the necessary data to create availability reports. Xymon's web site is http://hobbitmon.sourceforge.net/ (it still says hobbit monitor all over it, but they've changed the name due to legal issues). As far as integration, it would be quite simple to have xymon fire an alert to the email address for a queue, thereby automatically creating a ticket during an alarm event, something I plan on doing here. But the availability report would still only be available through xymon, not through RT. That is not RT's purpose. If you had tickets created by the monitoring system, resolve when the service was restored, you could generate a report with availability information. You could also adapt http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages for the Xymon alert emails (if it also sends an all is ok once things are back to normal). No manual intervention on the RT side necessary unless you want to require human intervention for issue tracking/fixes. -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati ___ 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 db schema
Hi! mysql desc ObjectCustomFieldValues; Before, this already did it :-) but I didn't understand ObjectType. ObjectId is Tickets.Id if ObjectType = 'RT::Ticket'; CustomField is CustomFields.Id I understood it, but within ObjectType = 'RT::Ticket'. I think this is the most important :-( I did see your earlier question, though I am not sure what you are trying to do, using perl and RT api will make your life much easier ? It's possible I haven't explained correctly I want to do. Sorry :-( I don't know if it's easier than. I need to do several queries in MySQL because the different reports tools for RT don't run all queries my Client wants to. So if I get all queries, I'll speak to my boss for developing a perl script to do them :-) Regards; Roy Best regards, ALBERTO VILLANUEVA DEL VAL Consultor Altran Technologies ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel: + 34 91 744 46 00 - Ext: 2205 Fax: + 34 91 415 24 57 www.altran.es ___ 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] Default queue for selfservice
Hi, How can I change the default q for self-service requests? At the moment all tickets raised by unprivileged users go to General but I would like them to go to a different queue. Thanks, Jim ___ 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] default autoreply unless defined per queue - possible?
As Ruslan pointed out earlier, creating an Autoreply template in the queue overrides the global template. RT checks first for a queue template and uses it if one is found, otherwise it uses the global template of the same name. No need to delete or create scrips in this case. At 03:31 AM 4/30/2009, Andraz Sraka wrote: re On Thu, 2009-04-30 at 09:21 +0200, Bernhard Hansbauer wrote: using RT 3.8.2 with RTFM 2.4.0 as mentioned in the subject, i wonder if it's possible to have a default autoreply on ticket creation, _unless_ there is an autoreply defined in the queue. any hint greatly appreciated, Delete Autoreply To Requestors script in global scripts and define a new custom one: Condition: User Defined Action: Autoreply to Requestor Template: Global template: Autoreply Stage: TransactionCreate Custom condition: return($self-TransactionObj-Type eq Create $self-TicketObj-QueueObj-Name ne X ) - is your defined queue name For XXX queue you need to create new script defined in queue for example to sends out different custom reply. I hope it helps. regards, Andraz -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ 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 db schema
On Thu, Apr 30, 2009 at 6:44 PM, Alberto Villanueva alberto.villanu...@altran.es wrote: Hi! [snip] I don't know if it's easier than. I need to do several queries in MySQL because the different reports tools for RT don't run all queries my Client wants to. So if I get all queries, I'll speak to my boss for developing a perl script to do them :-) Then stop asking meaningless questions and show us example of what you want to get and which variables do you have (queue name, CF name or id, or something else). Most users don't know DB layout, others who know wouldn't bother to describe everything to you. Pick a report you want to get, describe and may be somebody will write you a SQL query. Also, you can get examples of queries out of RT, enable statements logging, search using query builder and look into logs. Use Charts and look into logs. Regards; Roy Best regards, ALBERTO VILLANUEVA DEL VAL Consultor Altran Technologies ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel: + 34 91 744 46 00 - Ext: 2205 Fax: + 34 91 415 24 57 www.altran.es -- 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] Default queue for selfservice
Jim; Have you allowed unprivileged users to create tickets in different queue/s; In Queues/Your-Queue/GlobalRights , give the system group Everyone create ticket priv and remove this right from the General queue, if you don't wish them to create any tickets there Note you can give this right to more than one queue. Roy Jim Tambling wrote: Hi, How can I change the default q for self-service requests? At the moment all tickets raised by unprivileged users go to “General” but I would like them to go to a different queue. Thanks, Jim ___ 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] Proxy requestors and elegance
Hello,
I have a scrip working well, but I am fairly unsatisfied with it ; I dont
find it elegant. So if you have any opinions regarding improvement of my
solution, please share. ;)
Problem:
A customer want to open ticket and a subsitute to handle Questions and
Answers. Still the customer want to receive acknowledement at the end, and
have the possibility to track its mail.
My Solution
Having a CF with initial requestor filled on owner Change
Having a onResolve custom scrips substituting back
My problem : to ensure the custom OnResolve he is called before OnResolve
final template is sent.
Other problems :
Do I stock substitution in a Queue customField (how do I access it ?) Do I
stock susbtitution per queue in a custom hash that would associate a
queue name to a substitution in RTSite_Config?
Rights tips so that this custom field cannot be changed or seen.
What are your opinions?
_OnOwnerChange
### File ou l'on fait la manip
my @queues = (5,6,7,8,9,10,11,12,13,14, 15);
my $queue_id = $self-TicketObj-Queue;
my $in_queue= grep { /^${queue_id}$/ } @queues;
if ( ! $in_queue ) {
# si file pas intéressante on arrete
return 1;
}
my $proxyemail=q{substi...@mydomain.com};
my @adresses=$self-TicketObj-Requestors-MemberEmailAddresses;
my $substitution=;
foreach my $mail (@adresses) {
# matching customers emails (per domain)
if ($mail=~ /mycustomer(.*)fr$/) {
$self-TicketObj-AddWatcher(Type = Requestor, Email = $ProxyEmail);
$substitution.=qq{$mail from customer changed to $ProxyEmail \n};
my $CFObj = RT::CustomField-new( $RT::SystemUser );
$CFObj-LoadByNameAndQueue( Name = initialrequestor, Queue = $queue_id );
my( $st, $msg ) = $self-TicketObj-AddCustomFieldValue(
Field = $CFObj-id,
Value = $mail,
RecordTransaction = 1
);
unless ( $st ) {
$RT::Logger-error( SCRIP: substitution : Set fields :: $mail not
substitued :. $msg );
return 1;
}
$self-TicketObj-DeleteWatcher(Type = Requestor, Email = $mail);
}
}
if ($substitution) {
$self-TicketObj-Comment(Content = END);
$substitution
END
}
return 1;
SCRIP2
_OnResolve
my $CF = RT::CustomField-new( $RT::SystemUser );
my
$initial_mail=$self-TicketObj-FirstCustomFieldValue('initialrequestor');
if (!$initial_mail) {
# pas de bras pas de chocolat
return 1 ;
}
$self-TicketObj-AddWatcher(Type = Requestor, Email = $initial_mail);
### on enlève le proxy
my $ProxyEmail = q{substi...@mydomain.com};
my @adresses=$self-TicketObj-Requestors-MemberEmailAddresses;
my $substitution=;
foreach my $mail (@adresses) {
if ($mail== $ProxyEmail) {
$self-TicketObj-DeleteWatcher(Type = Requestor, Email = $ProxyEmail);
$substitution=$ProxyEmail subsituted by $initial_mail;
}
}
$self-TicketObj-Comment(Content = END);
$substitution
END
return 1;
--
Julien Tayon // digital craftsman // making things simpler (when possible)
A lot of people I know believe in positive thinking, and so do I. I
believe everything positively stinks.
-- Lew Col
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[rt-users] restoration of RT from failed disk
Hi all Our RT server had a catastrophic disk failure last night, and I've gotten the IT team to restore a large number of the files, but due to it being restored on a different version of RedHat and different perl and mysql versions, I'm running into a number of issues. Has anyone else had to deal with this? I could use any advice you've got. I have the databases, so I think I'm going to just try and completely reinstall RT and import the databases. Thanks! ~~ Kimberly McKinnis System Operations Engineer Service Provider Division, TiVo Inc 408-519-9607 ___ 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] restoration of RT from failed disk
Hi Kim, if I were you I would simply reinstall. Unless you had any customizations, should be a piece of cake - the only thing you'll need is a copy of your RT_SiteConfig.pm file. If you were running an older version of RT, you'll need to follow the steps to upgrade the RT database. James Moseley Kimberly McKinnis kmckin...@tivo.com wrote: Hi all Our RT server had a catastrophic disk failure last night, and I’ve gotten the IT team to restore a large number of the files, but due to it being restored on a different version of RedHat and different perl and mysql versions, I’m running into a number of issues. Has anyone else had to deal with this? I could use any advice you’ve got. I have the databases, so I think I’m going to just try and completely reinstall RT and import the databases. Thanks! ___ 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] restoration of RT from failed disk
Tons of customizations, which is partly why I'm worried. Lots of scrips, which I'm not sure where they live. I originally installed from a yum package (running 3.4.5). I'll back up my RT files locally and work on a reinstall. Thanks! -Original Message- From: jmose...@corp.xanadoo.com [mailto:jmose...@corp.xanadoo.com] Sent: Thursday, April 30, 2009 11:29 AM To: Kimberly McKinnis Cc: rt-users@lists.bestpractical.com; rt-users-boun...@lists.bestpractical.com Subject: Re: [rt-users] restoration of RT from failed disk Hi Kim, if I were you I would simply reinstall. Unless you had any customizations, should be a piece of cake - the only thing you'll need is a copy of your RT_SiteConfig.pm file. If you were running an older version of RT, you'll need to follow the steps to upgrade the RT database. James Moseley Kimberly McKinnis kmckin...@tivo.com wrote: Hi all Our RT server had a catastrophic disk failure last night, and I've gotten the IT team to restore a large number of the files, but due to it being restored on a different version of RedHat and different perl and mysql versions, I'm running into a number of issues. Has anyone else had to deal with this? I could use any advice you've got. I have the databases, so I think I'm going to just try and completely reinstall RT and import the databases. Thanks! ___ 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] restoration of RT from failed disk
The scrips are all located in the database. Most other RT source customizations would be located in the path-to-rt/local directory. James Moseley Kimberly McKinnis kmckin...@tivo.c omTo jmose...@corp.xanadoo.com 04/30/2009 01:31 jmose...@corp.xanadoo.com PM cc rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com, rt-users-boun...@lists.bestpractic al.com rt-users-boun...@lists.bestpractic al.com Subject RE: [rt-users] restoration of RT from failed disk Tons of customizations, which is partly why I'm worried. Lots of scrips, which I'm not sure where they live. I originally installed from a yum package (running 3.4.5). I'll back up my RT files locally and work on a reinstall. Thanks! ___ 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] disable auto-creation of users by rt-mailgate
Here's one I thought would be real simple, but I can't find it anywhere in my copy of _RT Essentials_ or in the wiki. We got our first spam into a queue today, and everybody completely freaked out and tagged it a security issue. Argh, the ignorance of it all. Anyway, I would like to disable creation of new accounts by rt-mailgate. If an email comes in and they're not already an RT user, just drop the email on the floor. Simple setting, or complex customization? -- -- 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] disable auto-creation of users by rt-mailgate
Anyway, I would like to disable creation of new accounts by rt-mailgate. If an email comes in and they're not already an RT user, just drop the email on the floor. Simple setting, or complex customization? In between. Look at the existing Filter::SpamAssassin and it's parent for a starting point. ___ 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] disable auto-creation of users by rt-mailgate
Don't grant CreateTicket to everyone and unprivileged. On Thu, Apr 30, 2009 at 11:07 PM, Tom Lahti t...@bitstatement.net wrote: Here's one I thought would be real simple, but I can't find it anywhere in my copy of _RT Essentials_ or in the wiki. We got our first spam into a queue today, and everybody completely freaked out and tagged it a security issue. Argh, the ignorance of it all. Anyway, I would like to disable creation of new accounts by rt-mailgate. If an email comes in and they're not already an RT user, just drop the email on the floor. Simple setting, or complex customization? -- -- 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 -- 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] Scripts reordering etc
Andraz, You set the AdminCc for a Queue in Configuration-Queue-Basics. That will permanently ensure you have an AdminCc that can be notified whenever a ticket is created in that Queue. For the notification scrip, naviagate Configuration-Queue-(select Queue)-Scrips-New Scrip. Create your new scrip with the condition On Create and the action Notify AdminCc's. That should do it. Hope this helps. Kenn LBNL On 4/30/2009 3:36 AM, Andraz Sraka wrote: re On Tue, 2009-04-28 at 14:06 +0200, Andraz Sraka wrote: I'm trying to have some custom scripts / set of rules when and how do I notify owners, AdminsCC etc. I am creating new 'queue' for Helpdesk/Support and one of the rules must be, that when ticket is created, based on Queue AdminCC must be set as well as notifying AdminCC about newly created ticket in queue. Any ideas? regards, Andraz ___ 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] Queue Sort order
Horst, I've noticed the same thing, but I'm on 3.6.4. I'm not sure if 3.8.x fixes this. By clicking the field name on the results, it will re-sort by that field. However, when you download the results to a spreadsheet, it reverts back to order by ticket ID. I know, it doesn't make sense but I'm sure it has been corrected in 3.8.x. For now, I just tell my users that after they download the results to a spreadsheet, they have to re-sort the data. They don't like going to the trouble of setting up a sort sequence in Query Builder and then having to re-do it in Excel later on. Kenn LBNL On 4/30/2009 5:25 AM, Horst Kriegers wrote: Hi all, I do not find the answer, perhaps that somebody to help me ? By searching for tickets with an order of sorting on the queue, it seems that the sorting is done on the queue.id. How to make to have an order of sorting on queue.name Thanks for your help Horst ___ Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. ___ The content of this e-mail is intended only and solely for the use of the named recipient or organisation. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are nor allowed to copy, distribute or use this e-mail in any way. ___ ___ 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] restoration of RT from failed disk
Oh! That's good news, since I salvaged the database. It's almost entirely functional now. Thanks everyone!! -Original Message- From: jmose...@corp.xanadoo.com [mailto:jmose...@corp.xanadoo.com] Sent: Thursday, April 30, 2009 11:41 AM To: Kimberly McKinnis Cc: rt-users@lists.bestpractical.com; rt-users-boun...@lists.bestpractical.com Subject: RE: [rt-users] restoration of RT from failed disk The scrips are all located in the database. Most other RT source customizations would be located in the path-to-rt/local directory. James Moseley Kimberly McKinnis kmckin...@tivo.c omTo jmose...@corp.xanadoo.com 04/30/2009 01:31 jmose...@corp.xanadoo.com PM cc rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com, rt-users-boun...@lists.bestpractic al.com rt-users-boun...@lists.bestpractic al.com Subject RE: [rt-users] restoration of RT from failed disk Tons of customizations, which is partly why I'm worried. Lots of scrips, which I'm not sure where they live. I originally installed from a yum package (running 3.4.5). I'll back up my RT files locally and work on a reinstall. Thanks! ___ 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] Super User can't change owner
GravyFace, Being a SuperUser does not override the RT requirements for tickets. In order for a User or (better) Group of Users to be in the dropdown box for Owner, they MUST have the OwnTicket right. Of course, there are a whole slew of rights to consider for change control on tickets. In my opinion, a lot of RT admins give WAY TOO MANY rights to all privileged and EVERYONE on either a Global or Queue basis and then they wonder why their Ticket Update and Searches take so long. If you only have a few users and a few queues, no big deal. However, If you have a LOT of users and queues, you might want to consider being a bit restrictive when you hand out the rights. Hope this helps. Kenn LBNL On 4/30/2009 6:49 AM, GravyFace wrote: Regardless of whether ticket has been taken or not, I -- as a superuser -- cannot change the owner to anyone other than myself or Nobody. ___ 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] Super User can't change owner
Nobody can change owner from person to person where both are not him or nobody. On Thu, Apr 30, 2009 at 5:49 PM, GravyFace gravyf...@gmail.com wrote: Regardless of whether ticket has been taken or not, I -- as a superuser -- cannot change the owner to anyone other than myself or Nobody. ___ 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] Proxy requestors and elegance
Comments below. On Thu, Apr 30, 2009 at 9:36 PM, jul jul...@julbox.net wrote: Hello, I have a scrip working well, but I am fairly unsatisfied with it ; I dont find it elegant. So if you have any opinions regarding improvement of my solution, please share. ;) Problem: A customer want to open ticket and a subsitute to handle Questions and Answers. Still the customer want to receive acknowledement at the end, and have the possibility to track its mail. As I understand customer uses SelfService and on resolve he can again see ticket, right? You just don't want to notify him until ticket is resolved. If you don't use Cc in this queues then you can put customer there and a substitute into Requestors. In this case you'll have to adjust notification scrips. My Solution Having a CF with initial requestor filled on owner Change Having a onResolve custom scrips substituting back My problem : to ensure the custom OnResolve he is called before OnResolve final template is sent. Since 3.6.x scrips are ordered according to description column, but not that only in 3.8.x RT's default have not NULL description. NULLs are always first or last depending on database. Other problems : Do I stock substitution in a Queue customField (how do I access it ?) Do I stock susbtitution per queue in a custom hash that would associate a queue name to a substitution in RTSite_Config? $ticket-QueueObj-FirstCustomFieldValue(Name); use hash if you like, but you'll have to restart server. Rights tips so that this custom field cannot be changed or seen. What are your opinions? I think the solution will do the job. [snip] -- 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] SLA question
What do you want to call? Duplicate values in the SLA CF. If you want
to allow staffs to change service level of a ticket then give them
right to change the field. That's it and all is well described in the
doc.
On Mon, Apr 27, 2009 at 1:14 PM, Simon Dray simon.d...@antplc.com wrote:
RT 3.8.2
SLA 02
Dear all
I hope someone can enlighten me on this
I have set up in my RT_Siteconfig.pm the following but am not sure how to
call it when setting up a the customfield
Set(%ServiceAgreements, (
Default = 'Info',
QueueDefault = {
'General' = 'Critical',
},
Levels = {
'Critical' = { Response = { BusinessMinutes = 60*8*4 } },
'Major' = { Response = { BusinessMinutes = 60*8*20 } },
'Minor' = { Response= { BusinessMinutes = 60*8*30 } },
'Info' = { Repsonse= { BusinessMinutes = 60*8*30 } },
'Special' = {
'Critical' = { Response = { BusinessMinutes =
60*8*3 } },
'Major' = { Response = { BusinessMinutes =
60*8*10 } },
'Minor' = { Response= { BusinessMinutes = 60*8*30
} },
'Info' = { Repsonse= { BusinessMinutes = 60*8*30
} },
},
},
)
);
I have defined a normal set of response times but I want to be able to call
the one for Special in certain circumstance how do I call it in the custom
field or have I misinterpreted what can be done.
Regards Simon
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Best regards, Ruslan.
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[rt-users] Unusual scrip need
To all, I have a need of a scrip that will take the CC adressees of an email and make them the ticket CC's when the ticket is created via email. Has anyone done this? Can anyone point me to an example or such a scrip? I can write the part that recognizes an email create. I just don't know how to parse out the cc addressees. HELP! 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
[rt-users] rt-mailgate is failing
The upgraded RT 3.8.2 is failing with rt-mailgate. The original installation works just fine. What am I missing? (iqbala)@qmail:~$ echo this is a test | /tmp/rt-mailgate --queue syshelp --action correspond --url https://192.168.0.174 --debug /tmp/rt-mailgate: temp file is '/tmp/mmF2JFMLdU' /tmp/rt-mailgate: connecting to https://192.168.0.174/REST/1.0/NoAuth/mail-gateway not ok - Could not load a valid user (iqbala)@qmail:~$ echo this is a test | /tmp/rt-mailgate --queue syshelp --action correspond --url https://rt.example.net --debug /tmp/rt-mailgate: temp file is '/tmp/mmF2JFMLdU' /tmp/rt-mailgate: connecting to https://rt.example.net/REST/1.0/NoAuth/mail-gateway okTicket: 604325Queue: SysHelpOwner: NobodyStatus: newSubject: Requestor: -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? ___ 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-mailgate is failing
3.8's mailgate dowsn't allow you to create a ticket with a requestor. On Fri, May 1, 2009 at 1:01 AM, Asif Iqbal vad...@gmail.com wrote: The upgraded RT 3.8.2 is failing with rt-mailgate. The original installation works just fine. What am I missing? (iqbala)@qmail:~$ echo this is a test | /tmp/rt-mailgate --queue syshelp --action correspond --url https://192.168.0.174 --debug /tmp/rt-mailgate: temp file is '/tmp/mmF2JFMLdU' /tmp/rt-mailgate: connecting to https://192.168.0.174/REST/1.0/NoAuth/mail-gateway not ok - Could not load a valid user (iqbala)@qmail:~$ echo this is a test | /tmp/rt-mailgate --queue syshelp --action correspond --url https://rt.example.net --debug /tmp/rt-mailgate: temp file is '/tmp/mmF2JFMLdU' /tmp/rt-mailgate: connecting to https://rt.example.net/REST/1.0/NoAuth/mail-gateway okTicket: 604325Queue: SysHelpOwner: NobodyStatus: newSubject: Requestor: -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? ___ 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] Unusual scrip need
On Thu, 30 Apr 2009 14:00:18 -0700, Ken Crocker kfcroc...@lbl.gov said: I have a need of a scrip that will take the CC adressees of an email and make them the ticket CC's when the ticket is created via email. Has anyone done this? Can anyone point me to an example or such a scrip? I can write the part that recognizes an email create. I just don't know how to parse out the cc addressees. HELP! Thanks. Set($ParsenewMessageForTicketCcs, 1); in RT_SiteConfig.pm. You'll want to set $RTAddressRegexp as well so RT doesn't add its own address as a CC. http://wiki.bestpractical.com/view/RTAddressRegexp ___ 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] Unusual scrip need
http://wiki.bestpractical.com/view/ParseNewMessageForTicketCcs On Fri, May 1, 2009 at 1:00 AM, Ken Crocker kfcroc...@lbl.gov wrote: To all, I have a need of a scrip that will take the CC adressees of an email and make them the ticket CC's when the ticket is created via email. Has anyone done this? Can anyone point me to an example or such a scrip? I can write the part that recognizes an email create. I just don't know how to parse out the cc addressees. HELP! 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] How to add Company logo
How do I place a company logo on the top left corner on RT 3.8.2 ? Also how do I place a icon next the URL in the url box of the browser so it survives the next time upgrade? I have done it for current version RT 3.4.5, but it has been really looong time since I made those changes, so I don't remember, *sigh* Thanks for your help -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? ___ 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-mailgate is failing
On Thu, Apr 30, 2009 at 5:06 PM, Ruslan Zakirov ruslan.zaki...@gmail.comwrote: 3.8's mailgate dowsn't allow you to create a ticket with a requestor. Currently my mailserver talks to RT to create the ticket. So RT does not have to listen to SMTP. Makes it that much secure. So my mail server qmail receives the message and send it over to RT like this (iqbala)@qmail:~$ cat ~alias/.qmail-syshelp |822field x-spam-status | egrep -iw yes /dev/null exit 100 || exit 0 |822field from | egrep -i MAILER-DAEMON|POSTMASTER|ABUSE /dev/null exit 100 || exit 0 |822field to | egrep -i MAILER-DAEMON|POSTMASTER|ABUSE /dev/null exit 100 || exit 0 |822field cc | egrep -i MAILER-DAEMON|POSTMASTER|ABUSE /dev/null exit 100 || exit 0 |822field return-path | egrep -i MAILER-DAEMON|POSTMASTER|ABUSE /dev/null exit 100 || exit 0 |/opt/rt3/bin/rt-mailgate --queue syshelp --action correspond --url https://rt.example.net 2/dev/null || exit 111 How would I go by sending the tickets to the new RT 3.8.2 ? On Fri, May 1, 2009 at 1:01 AM, Asif Iqbal vad...@gmail.com wrote: The upgraded RT 3.8.2 is failing with rt-mailgate. The original installation works just fine. What am I missing? (iqbala)@qmail:~$ echo this is a test | /tmp/rt-mailgate --queue syshelp --action correspond --url https://192.168.0.174 --debug /tmp/rt-mailgate: temp file is '/tmp/mmF2JFMLdU' /tmp/rt-mailgate: connecting to https://192.168.0.174/REST/1.0/NoAuth/mail-gateway not ok - Could not load a valid user (iqbala)@qmail:~$ echo this is a test | /tmp/rt-mailgate --queue syshelp --action correspond --url https://rt.example.net --debug /tmp/rt-mailgate: temp file is '/tmp/mmF2JFMLdU' /tmp/rt-mailgate: connecting to https://rt.example.net/REST/1.0/NoAuth/mail-gateway okTicket: 604325Queue: SysHelpOwner: NobodyStatus: newSubject: Requestor: -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? ___ 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. -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? ___ 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] Unusual scrip need
Nick, I don't want this for ALL my queues, just one. Kenn LBNL On 4/30/2009 2:07 PM, Nick Kartsioukas wrote: On Thu, 30 Apr 2009 14:00:18 -0700, Ken Crocker kfcroc...@lbl.gov said: I have a need of a scrip that will take the CC adressees of an email and make them the ticket CC's when the ticket is created via email. Has anyone done this? Can anyone point me to an example or such a scrip? I can write the part that recognizes an email create. I just don't know how to parse out the cc addressees. HELP! Thanks. Set($ParsenewMessageForTicketCcs, 1); in RT_SiteConfig.pm. You'll want to set $RTAddressRegexp as well so RT doesn't add its own address as a CC. http://wiki.bestpractical.com/view/RTAddressRegexp ___ 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] Unusual scrip need
Ruslan, I have over 80 Queues. I want this to work for just one Queue. Kenn LBNL On 4/30/2009 2:07 PM, Ruslan Zakirov wrote: http://wiki.bestpractical.com/view/ParseNewMessageForTicketCcs On Fri, May 1, 2009 at 1:00 AM, Ken Crocker kfcroc...@lbl.gov wrote: To all, I have a need of a scrip that will take the CC adressees of an email and make them the ticket CC's when the ticket is created via email. Has anyone done this? Can anyone point me to an example or such a scrip? I can write the part that recognizes an email create. I just don't know how to parse out the cc addressees. HELP! 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] Unusual scrip need
I have over 80 Queues. I want this to work for just one Queue. You could create (and submit) a patch that allows this config option to accept an arrayref of queues to enable this feature for. It should be a relatively simple tweak to lib/RT/Interface/Email.pm -- 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] Unusual scrip need
Jerrad, HA! If I knew what that was and I was more than a beginner in perl, I might give it a try. I'm more of an Admin for RT that makes a few simple changes in the form of scrips and templates (hence, my need for a scrip). Nothing heavy. However, I'm great at clone modify efforts ;-). Thanks. Kenn LBNL On 4/30/2009 2:47 PM, Jerrad Pierce wrote: I have over 80 Queues. I want this to work for just one Queue. You could create (and submit) a patch that allows this config option to accept an arrayref of queues to enable this feature for. It should be a relatively simple tweak to lib/RT/Interface/Email.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] Unusual scrip need
Jerrad Pierce wrote: I have over 80 Queues. I want this to work for just one Queue. You could create (and submit) a patch that allows this config option to accept an arrayref of queues to enable this feature for. It should be a relatively simple tweak to lib/RT/Interface/Email.pm I have a patch to do this, although it does take a different approach. I wanted to allow this behaviour to be controlled by the Queue Admins in the GUI since I don't like having to change the config files and restart the server. Basically it adds a check box to the Queue Admin Basiscs page to allow a Queue admin to enable/disable features easily. It includes the logic for setting InReplyTo and ParseNewMessageForTicketCcs and could easily be expanded to allowing setting other Boolean values. I added a config variable, PerQueueGlobals, to enable this per queue behaviour. I haven't shared this because it is based on some code I found somewhere on the web and for the life of me I can no longer find the source to reference :( Cheers, Jeff. -- Jeff Fearn jfe...@redhat.com Software Engineer Engineering Operations Red Hat, Inc ___ 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
