Re: [rt-users] Email replies to existing tickets created over emaildonot add to existing ticket, bu
**I start by sending an email to reque...@myisp.com, and receive a greeting. --- Subject: [Biology #22] AutoReply: testes est set se tse Greetings, This message has been automatically generated in response to the creation of a trouble ticket regarding: testes est set se tse, a summary of which appears below. There is no need to reply to this message right now. Your ticket has been assigned an ID of [Biology #22]. Please include the string: [Biology #22] in the subject line of all future correspondence about this issue. To do so, you may reply to this message. Thank you, requests_comm...@myisp.com --- ** I then via email make a normal reply to the ticket --- Subject: [Biology #23] AutoReply: RE: [Biology #22] AutoReply: testes est set se tse Greetings, This message has been automatically generated in response to the creation of a trouble ticket regarding: RE: [Biology #22] AutoReply: testes est set se tse , a summary of which appears below. There is no need to reply to this message right now. Your ticket has been assigned an ID of [Biology #23]. Please include the string: [Biology #23] in the subject line of all future correspondence about this issue. To do so, you may reply to this message. Thank you, requests_comm...@myisp.com - super Med venlig hilsen/Best regards Sune K. Bech -Original Message- From: Department of Biology via RT [mailto:requests_comm...@myisp.com] Sent: 11. november 2009 19:16 To: Sune K. Bech Subject: [Biology #22] AutoReply: testes est set se tse Greetings, This message has been automatically generated in response to the creation of a trouble ticket regarding: testes est set se tse, a summary of which appears below. There is no need to reply to this message right now. Your ticket has been assigned an ID of [Biology #22]. Please include the string: [Biology #22] in the subject line of all future correspondence about this issue. To do so, you may reply to this message. Thank you, requests_comm...@myisp.com - Se tse tse t Med venlig hilsen/Best regards Sune K. Bech Fra: rt-users-boun...@lists.bestpractical.com på vegne af Mike Johnson Sendt: on 11-11-2009 20:33 Til: rt-users@lists.bestpractical.com Emne: Re: [rt-users] Email replies to existing tickets created over emaildonot add to existing ticket, bu The only thing I can think of is that your RT name isn't the same in the subject line... so it thinks the [rtname #rtnumber] isn't anything related to RT. Does the new ticket have a subject line that has the tag of the old ticket in it? By tag I mean the [rtname #rtnumber] in the subject line? or does RT strip that out? Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: 807.766.7331 Email: mike.john...@normed.ca Technology assistance: email nosmhelpd...@normed.ca Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: Off campus toll free 1-800-461-8777, option 8, or locally either (705)-662-7120 or (807)-766-7500 Sune K. Bech skb...@bio.ku.dk 11/11/2009 2:00 pm Hi I have a problem that is driving me nuts, I have just installed the latest RT, using almost default settings. When a user writes to reque...@myisp.com an ticket gets created and he gets an email greeting reply where the ticket number is in the subject, if the user then replies to this email he gets a new ticket and a new email reply. The desired result was that if the user replied to a existing ticket, his reply is added as an comment to the existing ticket. I have also tried to create an extra email for the comments, called requests_comm...@myisp.com and configured the Reply Address and Comment Address but still no success, I get an new ticket every time. I am using fetchmail # reque...@myisp.com poll 192.11.11.11 protocol pop3 username requests password Bla Bla mda /opt/rt3/bin/rt-mailgate --queue General --action correspond --url http://www.myisp.com/rt/; no keep poll 192.11.11.11 protocol pop3 username requests_comment password Bla Bla mda /opt/rt3/bin/rt-mailgate --queue General --action comment --url http://www.myisp.com/rt/; no keep What am I doing wrong. Best regards Sune K. Bech ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help:
[rt-users] Ticket creation failed after I deleted support queue
Hi, I set up some new queues, and I didn't need the (default?) support queue anymore. So I deleted it. Then I get Ticket creation failed anytime I try and email RT. Manual ticket creation within the GUI works though, (although it goes to a queue when I don't want it to). I tried recreating support and also Support, but no joy. Any ideas how I can fix this? Thanks -- View this message in context: http://old.nabble.com/%22Ticket-creation-failed%22-after-I-deleted-support-queue-tp26315341p26315341.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 creation failed after I deleted support queue
John David Chapman wrote: Hi, I set up some new queues, and I didn't need the (default?) support queue anymore. So I deleted it. Then I get Ticket creation failed anytime I try and email RT. Manual ticket creation within the GUI works though, (although it goes to a queue when I don't want it to). Check your rt-mailgate command in /etc/aliases Regards, Joop ___ 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 and Explorer 8 problem
Sounds like the IE problem we tracked down earlier this year -- it is related to signatures and the rich-text editor. Try removing the signature from your preferences, and see if that fixes it. If so, the problem has been resolved as of 3.8.3 and newer. Sincerely, Mike -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Matteo Centonza Sent: Thursday, November 12, 2009 6:06 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] RT and Explorer 8 problem Hi, hope someone help me investigate this issue. We have a 3.8.2 RT installation and we had no problem so far. Recently we have had reports regarding broken comments on tickets (chewed up, incomplete, broken end of lines). We've tried to narrow down the issue and seems to be replicable with Internet Exporer 8. This installation has been cleanly customized through callbacks and we are fairly confident to not introduce regressions in this area. We have even tried to upload fckeditor to latest version (2.6.5), but no cigar. Does this rings any bell? Thanks in advance, -m -- Matteo Centonza mat...@metatype.it http://www.metatype.it ___ 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] Problems with LogToSyslogConf [fixed]
On Thu, 12 Nov 2009 06:24:44 +0300, Ruslan Zakirov ruslan.zaki...@gmail.com said: Set(@LogToSyslogConf, (ident = 'compserv_test')); Oh, crud...now I see my typo, @$LogToSyslogConf...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] how to re-order custom fields?
How can I force the ordering of custom fields? The fields under RTFM Content seem to be showing up in an arbitrary order, that makes no sense to the user. ~~ Kimberly McKinnis System Operations Engineer Service Provider Division, TiVo Inc 408-519-9607 This email and any attachments may contain confidential and privileged material for the sole use of the intended recipient. Any review, copying, or distribution of this email (or any attachments) by others is prohibited. If you are not the intended recipient, please contact the sender immediately and permanently delete this email and any attachments. No employee or agent of TiVo Inc. is authorized to conclude any binding agreement on behalf of TiVo Inc. by email. Binding agreements with TiVo Inc. may only be made by a signed written agreement. ___ 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] how to re-order custom fields?
Kimberly, Global CF's come before Queue CF's. To set the sequence of how a CF shows up in a ticket, you have to set that on a queue by queue basis. So, you navigate thus: Configuration-Queues-(select the Queue)-Ticket Custom Fields. At that point, you move the CF's up or down as you desire. Make sure you erase your cache. Kenn LBNL On 11/12/2009 1:59 PM, Kimberly McKinnis wrote: How can I force the ordering of custom fields? The fields under RTFM Content seem to be showing up in an arbitrary order, that makes no sense to the user. ~~ Kimberly McKinnis System Operations Engineer Service Provider Division, TiVo Inc 408-519-9607 This email and any attachments may contain confidential and privileged material for the sole use of the intended recipient. Any review, copying, or distribution of this email (or any attachments) by others is prohibited. If you are not the intended recipient, please contact the sender immediately and permanently delete this email and any attachments. No employee or agent of TiVo Inc. is authorized to conclude any binding agreement on behalf of TiVo Inc. by email. Binding agreements with TiVo Inc. may only be made by a signed written agreement. ___ 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] how to re-order custom fields?
Aha, didn't see that in the pdf howto I was reading. Thanks! I don't suppose anyone knows of a good document about rtfm permissions? I want a user to be able to search on articles themselves, but not be able to create articles. Everytime I grant see class, they are able to create articles themselves. But only having show article isn't allowing them to do searches. Thanks! From: Ken Crocker [mailto:kfcroc...@lbl.gov] Sent: Thursday, November 12, 2009 2:30 PM To: Kimberly McKinnis Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] how to re-order custom fields? Kimberly, Global CF's come before Queue CF's. To set the sequence of how a CF shows up in a ticket, you have to set that on a queue by queue basis. So, you navigate thus: Configuration-Queues-(select the Queue)-Ticket Custom Fields. At that point, you move the CF's up or down as you desire. Make sure you erase your cache. Kenn LBNL On 11/12/2009 1:59 PM, Kimberly McKinnis wrote: How can I force the ordering of custom fields? The fields under RTFM Content seem to be showing up in an arbitrary order, that makes no sense to the user. ~~ Kimberly McKinnis System Operations Engineer Service Provider Division, TiVo Inc 408-519-9607 nb sp; This email and any attachments may contain confidential and privileged material for the sole use of the intended recipient. Any review, copying, or distribution of this email (or any attachments) by others is prohibited. If you are not the intended recipient, please contact the sender immediately and permanently delete this email and any attachments. No employee or agent of TiVo Inc. is authorized to conclude any binding agreement on behalf of TiVo Inc. by email. Binding agreements with TiVo Inc. may only be made by a signed written agreement. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.commailto:sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com This email and any attachments may contain confidential and privileged material for the sole use of the intended recipient. Any review, copying, or distribution of this email (or any attachments) by others is prohibited. If you are not the intended recipient, please contact the sender immediately and permanently delete this email and any attachments. No employee or agent of TiVo Inc. is authorized to conclude any binding agreement on behalf of TiVo Inc. by email. Binding agreements with TiVo Inc. may only be made by a signed written agreement. ___ 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] Scrip Question
Hi All, Silly question but, how can I access the Attachments for a related Transaction via a scrip? I am wanting to collect a piece out of the plaintext content to populate a CF on comment. -- Regards, Aaron ___ 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] Perl is Broken after Centos 5.4 update
I am disappointed to report that the fix did not resolve my issues. I still receive “httpd dead but subsys locked” when restarting httd. When I try to get to RT, it attempts to open a .part file. changes each time. Are there other cpan modules that I need to install? Could there be scripts that are no longer available? FYI. I am also running RTFM. Thank you in advance, -Mike Sitzer 707.477-4077 From: Mathieu Longtin [mailto:math...@closetwork.org] Sent: Wednesday, November 11, 2009 9:02 PM To: m...@thesheengroup.com Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Perl is Broken after Centos 5.4 update How to fix it: cpan File::Temp How to future proof it: Setup cpan to install File::Temp in site_perl instead of the default location, that way it won't get overwritten next time perl is updated. -- Mathieu Longtin 1-514-803-8977 On Wed, Nov 11, 2009 at 11:48 PM, Mike m...@thesheengroup.com wrote: Does anyone have suggestions on how to repair perl after Centos-5.4 upgrade? I was running Centos 5.2, mysql and modperl2. Update brought down Centos 5.4 and a gazillion other updates. After which: Apache would not start. make testdeps will not run with *** No rule to make target `testdeps'. Stop. error. installed dependancies using perl sbin/rt-test-dependencies --with-mysql --with-modper2 --install Apache starts with “httpd dead but subsys locked” error. - yum upgrade perl-File-Temp 455 packages excluded due to repository priority protections Setting up Upgrade Process Package(s) perl-File-Temp available, but not installed. No Packages marked for Update I see a lot of talk about how redhat messed up perl, but I have not seen clear instructions on how to fix or prevent it again. -Mike Sitzer ___ 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] Scrip Question
Hello Aaron, $txn-Content returns text of the comment/reply, but if you need all attachements then you should walk $txn-Attachments collection. On Fri, Nov 13, 2009 at 6:18 AM, Aaron Guise aa...@guise.net.nz wrote: Hi All, Silly question but, how can I access the Attachments for a related Transaction via a scrip? I am wanting to collect a piece out of the plaintext content to populate a CF on comment. -- Regards, Aaron ___ 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
