[rt-users] multiple contacts on one ticket
Hi, i remember, having asked this one some time ago, but in the meanwhile it is pressing more on us: We have various companies, having more than one contact. They send tickets in and it would be great, if all of a company can also read tickets, others provided. So we won't get in tickets twice or even more often. Any chance, to show the same tickets to another contact, if the other contact's email is from the same domain? Thanks for help. Best w_e -- View this message in context: http://old.nabble.com/multiple-contacts-on-one-ticket-tp26605814p26605814.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] Logs say: mason_handler.fcgiindex.html, browser missing css, gives me 404 on initial login
On Wed, Dec 02, 2009 at 01:36:22AM -0500, Hugh Esco wrote: This is my fifth RT install and the second server I've put this application on. The first four installs were on the same Debian machine. This one is the first on this centOS box. I get the login form and logo (http://rt.ourdomain.com/NoAuth/images/bplogo.gif), but no css, or any other images. Then after an initial log-in with root:password, I get only a 404 error. Anyone recognize those symptoms? While rendering the login page, it writes to /var/log/httpd/error_log, thirteen invocations of this error: script not found or unable to stat: /usr/local/rt/vp/rt3.8.6/bin/mason_handler.fcgiNoAuth The 'mason_handler.fcgiNoAuth', with no space before the 'NoAuth' looks awfully suspicious, but I have no idea where that might be generated. Then, when I try to log in, I get this error: script not found or unable to stat: /usr/local/rt/vp/rt3.8.6/bin/mason_handler.fcgiindex.html Again, with the no space after the '.fcgi' . . . I tried adding an extra space at the end of the lines in my vhost container. FastCgiServer /usr/local/rt/vp/rt3.8.6/bin/mason_handler.fcgi -idle-timeout 120 ScriptAlias / /usr/local/rt/vp/rt3.8.6/bin/mason_handler.fcgi without changing the result. What is it I might be missing here, please? Try ScriptAlias / /usr/local/rt/vp/rt3.8.6/bin/mason_handler.fcgi/ (ie with the extra / at the end). This is the configuration I'm using. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford signature.asc Description: 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] On the session fixation vulnerability - what do the logs look like?
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Dear all, would it be possible to see an example of the logs produced by RT subjected to the session fixation vulnerability? I have a very bizarre event in the RT I manage which took place approximately 2 hrs after the security alert went out to the lists and I cannot explain away. It looks like this (RT 3.0.12): 192.168.X.Y - - [01/Dec/2009:18:21:56 +] GET /rt/NoAuth/webrt.css HTTP/1.1 200 6944 192.168.X.Y - - [01/Dec/2009:18:21:58 +] GET /rt/Ticket/ Display.html?id=41114 HTTP/1.1 200 56794 192.168.X.Y - - [01/Dec/2009:18:22:05 +] GET /rt/NoAuth/webrt.css HTTP/1.1 200 6944 192.168.X.Y - - [01/Dec/2009:18:22:06 +] GET /rt/Ticket/ Update.html?id=41114QuoteTransaction=293515Action=Respond HTTP/1.1 200 14338 192.168.X.Y - - [01/Dec/2009:18:24:21 +] GET /rt/NoAuth/webrt.css HTTP/1.1 200 6944 192.168.X.Y - - [01/Dec/2009:18:24:23 +] POST /rt/Ticket/ Update.html HTTP/1.1 200 23431 which correlates with: [Tue Dec 1 18:24:20 2009] [crit]: RT::Attachment-Create couldn't, as you didn' t specify a transaction (/usr/share/request-tracker3/lib/RT/ Attachment_Overlay.pm:117) [Tue Dec 1 18:24:20 2009] [crit]: Trying to check RT::Ticket rights for an unspecified RT::Ticket (/usr/share/request-tracker3/lib/RT/ Principal_Overlay.pm:355) [Tue Dec 1 18:24:20 2009] [err]: RT::Ticket=HASH(0xa0726b8) couldn't init a transaction Transaction Created (/usr/share/request-tracker3/ lib/RT/Ticket_Overlay.pm:2334) I've trawled through the past year of logs and we've never seen these errors before. The database log shows no transaction for the same time period (note hole between 16:24:55 GMT and 09:24:03 GMT): - -[ RECORD 18 ]-- +- id | 293515 effectiveticket | 0 ticket | 41114 timetaken | 30 type | Correspond field | oldvalue | newvalue | data | No Subject creator | 72707 created | 2009-12-01 16:24:55 - -[ RECORD 19 ]-- +- id | 293626 effectiveticket | 0 ticket | 41114 timetaken | 0 type | Comment field | oldvalue | newvalue | data | No Subject creator | 72707 created | 2009-12-02 09:24:03 and we did have an outbound e-mail sent by RT: Dec 1 18:24:20 glan postfix/pickup[14782]: 81A8DC5A6C: uid=33 from=www-data Dec 1 18:24:20 glan postfix/cleanup[18057]: 81A8DC5A6C: message-id=rt-3.0.12-41114-.17.9168436955...@rt.x.com Dec 1 18:24:20 glan postfix/qmgr[19235]: 81A8DC5A6C: from=www-d...@net.x.com, size=925, nrcpt=10 (queue active) Dec 1 18:24:20 glan postfix/pickup[14782]: BEF8CC5A6F: uid=33 from=www-data Dec 1 18:24:20 glan postfix/cleanup[18057]: BEF8CC5A6F: message-id=rt-3.0.12-41114-.18.8098731560...@rt.x.com Dec 1 18:24:20 glan postfix/qmgr[19235]: BEF8CC5A6F: from=www-d...@net.x.com, size=838, nrcpt=1 (queue active) Dec 1 18:24:21 glan postfix/smtp[18062]: BEF8CC5A6F: to=xxx...@x.com, relay=mailrelay.net.X.com[192.168.160.3], delay=1, status=sent (250 2.0.0 nB1IOK1r004792 Message accepte Wed for delivery) Dec 1 18:24:21 glan postfix/qmgr[19235]: BEF8CC5A6F: removed Dec 1 18:24:25 glan postfix/smtp[18059]: 81A8DC5A6C: to=yyy...@x.com, relay=mailrelay.net.X.com[192.168.160.2], delay=5, status=sent (250 2.0.0 nB1IOKOH031556 Message accepted for delivery) [all other ticket watchers follow] Dec 1 18:24:25 glan postfix/qmgr[19235]: 81A8DC5A6C: removed and the message looks like this: - --- 8 cut here 8 --- Received: by glan.net.X.com (Postfix, from userid 33) id 81A8DC5A6C; Tue, 1 Dec 2009 18:24:20 + (GMT) MIME-Version: 1.0 In-Reply-To: rt-41...@x X-Mailer: Perl5 Mail::Internet v1.62 Content-Type: text/plain; charset=utf-8 Reply-To: helpd...@net.x.com X-RT-Original-Encoding: utf-8 RT-Originator: Managed-BY: RT 3.0.12 (http://www.bestpractical.com/rt/) Subject: [X #41114] Downloading contact list Sender: www-data www-d...@glan.net.x.com RT-Ticket: X #41114 Message-Id: rt-3.0.12-41114-.17.9168436955...@rt.x.com Precedence: bulk X-RT-Loop-Prevention: X To: AdminCc of X Ticket #41114: ; Content-Transfer-Encoding: 8bit From: via RT helpd...@net.x.com Date: Tue, 1 Dec 2009 18:24:20 + (GMT) URL: http://rt.X.com/rt/Ticket/Display.html?id=41114 This transaction appears to have no content - --- 8 cut here 8 --- Any suggestions gratefully received... Arrigo -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.9 (Darwin) iEYEARECAAYFAksWSZ8ACgkQDbQ6TQLMoL+JfACfdJyZxwtAqskd0lmzDnKHNFpz VfQAni4tghvjNyqS2AafozUorVtfS4cl =VPC+ -END PGP 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
Re: [rt-users] Logs say: mason_handler.fcgiindex.html, browser missing css, gives me 404 on initial login
I'm just guessing here in hopes to help as no one else has replied yet. I'd first recompile RT and make sure you are compiling it with the right options for Apache and FastCGI. Here is my configure line for RT with Apache and FastCGI: ./configure --enable-graphviz --enable-gd --with-web-handler=modperl2,fastcgi --with-db-type=Pg --with-web-user=apache --with-web-group=apache --with-rt-group=apache Please bear in mind the line above is for Postgres. If you use mySQL, you'll want to change the Pg to mysql. Then in Apache, I use the following vhost: VirtualHost subdomain.domain.com:80 ServerName subdomain.domain.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 ServerAdmin sysad...@sagonet.com Location /NoAuth/images SetHandler default-handler /Location AddHandler fastcgi-script fcgi ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ /VirtualHost Also in order to make this work, I believe I had to: chown root:apache /opt/rt3/etc/* chmod a+r /opt/rt3/etc/* hope this helps! Max Hugh Esco wrote: This is my fifth RT install and the second server I've put this application on. The first four installs were on the same Debian machine. This one is the first on this centOS box. I get the login form and logo (http://rt.ourdomain.com/NoAuth/images/bplogo.gif), but no css, or any other images. Then after an initial log-in with root:password, I get only a 404 error. Anyone recognize those symptoms? While rendering the login page, it writes to /var/log/httpd/error_log, thirteen invocations of this error: script not found or unable to stat: /usr/local/rt/vp/rt3.8.6/bin/mason_handler.fcgiNoAuth The 'mason_handler.fcgiNoAuth', with no space before the 'NoAuth' looks awfully suspicious, but I have no idea where that might be generated. Then, when I try to log in, I get this error: script not found or unable to stat: /usr/local/rt/vp/rt3.8.6/bin/mason_handler.fcgiindex.html Again, with the no space after the '.fcgi' . . . I tried adding an extra space at the end of the lines in my vhost container. FastCgiServer /usr/local/rt/vp/rt3.8.6/bin/mason_handler.fcgi -idle-timeout 120 ScriptAlias / /usr/local/rt/vp/rt3.8.6/bin/mason_handler.fcgi without changing the result. What is it I might be missing here, please? CentOS, apache (from yum), mod_fastcgi-2.4.6 (from source). RT 3.8.6 from source. ___ 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] On the session fixation vulnerability - what do the logs look like?
Arrigo, What you'd see if you were attacked using the vulnerability we announced patches for would...not necessarily be distinguishable from regular traffic to your RT server. Though you _would_ see the malicious user's IP in your logs. I think you hit a case where something went wrong with transaction creation, possibly related to the file someone was trying to attach. It looks like a bug. But it doesn't look like you were attacked. Best, Jesse signature.asc Description: 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] Linelenght in FCKeditor and plain text editor
Hi, is it possible to restrict the line length to 72 characters in RT? It should automatically wrap the entered text to the next line and stuff.. How is this be done in RT Config style? Is there a config variable? Are there limitations? regards, -- Frederic Jaeckel BFK edv-consulting Kriegsstr. 100 76133 Karlsruhe signature.asc Description: PGP 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
Re: [rt-users] On the session fixation vulnerability - what do the logs look like?
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hi Jesse, On Dec 2, 2009, at 16:45, Jesse Vincent wrote: It looks like a bug. But it doesn't look like you were attacked. OK, I'll file it under bizarre bug... one day we'll find the courage to upgrade to 3.8... Thanks for taking the time to clarify, Arrigo -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.9 (Darwin) iEYEARECAAYFAksWmCUACgkQDbQ6TQLMoL9GSQCfU0LKTWoa7d+sBO4dzm+0YzJ9 HS4Anj0oDCmIcXnWWdnMI+WfO3lUCnWw =LoVk -END PGP 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] Cloning all scrips to new queue ?
Is there now a way, through the RT GUI, to copy all your scrips (disabled) to a new queue? I can do it with psql commands. I thought there was a new, easier way to do it through the RT GUI in 3.8; but I can't find that now in the list or online info. Would RT-Extension-QueueWizard be the best way to do it? It appears to want to clone the whole queue to a new queue, can I clone just the scrips? I have a default queue, RT:Template, with all the scrips we use, all disabled. Usually I use psql to copy each scrip into a new queue, after the queue has been created. Thanks, Susie attachment: smcclure.vcf___ 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] User Rights
I've been struggling to find the right combination of access control settings for a queue that will result in the following: * Users can submit tickets, and can see their own tickets. * Users cannot see other people's tickets. * Admins can see all tickets. The part I'm struggling with is that I can' find away to allow the queue to be visible in the drop-down box for the create a ticket interface without seemingly allowing all of the tickets in the queue to be visible. It strikes me I might be going against the grain of RT's design again, which means I should probably ask some for some experts to weigh in. Thanks so much, -Rob ___ 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] User Rights
On Wed, Dec 02, 2009 at 11:54:40AM -0600, Robert Nesius wrote: The part I'm struggling with is that I can' find away to allow the queue to be visible in the drop-down box for the create a ticket interface without seemingly allowing all of the tickets in the queue to be visible. I believe you want to grant See Queue and Create Ticket but not Show Ticket Best, JEsse ___ 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] User Rights
On Wed, Dec 2, 2009 at 11:56 AM, Jesse Vincent je...@bestpractical.comwrote: On Wed, Dec 02, 2009 at 11:54:40AM -0600, Robert Nesius wrote: The part I'm struggling with is that I can' find away to allow the queue to be visible in the drop-down box for the create a ticket interface without seemingly allowing all of the tickets in the queue to be visible. I believe you want to grant See Queue and Create Ticket but not Show Ticket Ah-ha. That lead me to the solution I was looking for. Thanks very much, Jesse! -Rob ___ 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] User Rights
Robert, For that particular Queue, I would: 1) Grant CreateTicket to Everyone or Privileged, as you prefer. 2) Grant ShowQueue to Everyone or Privileged, as you prefer. 3) Grant ShowTicket to the role Requestor. 4) Grant ShowTicket and any other rights you want to the role AdminCc. That should do it. Kenn LBNL On 12/2/2009 9:54 AM, Robert Nesius wrote: I've been struggling to find the right combination of access control settings for a queue that will result in the following: * Users can submit tickets, and can see their own tickets. * Users cannot see other people's tickets. * Admins can see all tickets. The part I'm struggling with is that I can' find away to allow the queue to be visible in the drop-down box for the create a ticket interface without seemingly allowing all of the tickets in the queue to be visible. It strikes me I might be going against the grain of RT's design again, which means I should probably ask some for some experts to weigh in. Thanks so much, -Rob ___ 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] Scrip to Generate Parent Tickets
The idea here that if a specific device is down and causing an outage to a
number of systems, that when the first ticket is created and a CF is set to
Outage that it will generate a Parent ticket for the Outage and link any
following tickets created for that Outage. I have a partially working scrip
at this point, but am stuck on how to add a ticket to an existing Parent and
on how to generate a new ticket and set it as the Parent. Here is what I
have so far:
Action: User Defined
Template: Blank
Stage TransactionBatch
##
# Custom Condition:
# Check to confirm ticket is set to Outage
return 0 unless $self-TransactionObj-Type eq Create;
return 0 unless $self-TicketObj-CustomFieldValues('Type of
Issue')-Next-Content eq 'Outage';
return 1;
##
# Custom Action:
# Search for other Outage tickets with Matching StartUnit
my $problemUnit = undef;
my $Transaction = $self-TransactionObj;
my $search = RT::Tickets-new($RT::SystemUser);
$problemUnit = $self-TicketObj-CustomFieldValues('Unit Where Issue
Begins')-Next-Content;
$search-LimitQueue(VALUE = 'Network Tech');
#$search-LimitCustomField(CUSTOMFIELD = 'Type of Issue', VALUE =
'Outage');
#$search-LimitCustomField(CUSTOMFIELD = 'Customer Name', VALUE =
'Master');
$search-LimitStatus(VALUE = 'new', OPERATOR = '=', ENTRYAGGREGATOR =
'or');
$search-LimitStatus(VALUE = 'open', OPERATOR = '=');
if ($search-Count == 0) { return 1; }
my $id = undef;
my $startUnit = undef;
my $priority = 3;
while (my $ticket = $search-Next) { #start while
# Ignore the ticket that caused this scrip to run
next if $self-TicketObj-Id == $ticket-Id;
$startUnit = $ticket-CustomFieldValues('Unit Where Issue
Begins')-Next-Content;
# Compare the two 'Unit Where Issue Begins' CFs
if ($startUnit eq $problemUnit){ #start 1st IF
my $master = $ticket-CustomFieldValues('Customer
Name')-Next-Content;
# Check to see if Ticket is Master and has Child Tickets
next unless($master eq Master);
if ($ticket-Members() ge 1){ #start 2nd IF
# Ticket is Master/Parent - add current Ticket as Child of Parent
$id = $self-TicketObj-id;
$ticket-AddLink(Type='MemberOf',Base=$id);
# Increment Parent ticket Priority
my $priority = $ticket-Priority;
$ticket-SetPriority ($priority + 1);
return 1; #exit scrip
} #end 2nd IF
} #end 1st IF
# No Parent found - Create new Parent and link as Child
my $child_ticket = RT::Ticket-new ($RT::SystemUser);
my $typeIssue = $self-TicketObj-CustomFieldValues('Type of
Issue')-Next-Content;
my $coop = $self-TicketObj-CustomFieldValues('Coop')-Next-Content;
my $customer = 'Master';
$child_ticket-Create(
Queue = 'Network Tech',
Type = 'Ticket',
Members = $self-TicketObj-Id
);
Set CustomFields in Parent
$child_ticket-AddCustomFieldValue(Field = 'Coop', Value = $coop);
$child_ticket-AddCustomFieldValue(Field = 'Type of Issue', Value =
$typeIssue);
$child_ticket-AddCustomFieldValue(Field = 'Unit Where Issue Begins',
Value = $problemUnit);
$child_ticket-AddCustomFieldValue(Field = 'Customer Name', Value =
$customer);
return 1; #exit scrip
} #end while
return 1;
#
All help is greatly appreciated!
--
View this message in context:
http://old.nabble.com/Scrip-to-Generate-Parent-Tickets-tp26342398p26342398.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
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Re: [rt-users] Not sending auto response from certain from addresses
Hi Tyler,
Sorry, I put you a little wrong before. I have done some looking and
testing. It appears what you want to do is actually override the template
rather than the Scrip to stop that resolve email going out.
For example my Global - Email on Resolve scrip uses a global template in the
Name of Resolve. To overide this at the queue level just create a new
template with exactly the same name as your global one uses.
[image:
?ui=2view=attth=125514c44c933027attid=0.1disp=attdrealattid=ii_125514c44c933027zw]
The screeshot shows my one from our testing queue. I have just created the
Resolve template again at the queue level, just leave all the content
blank. RT then should not send an email at all. You can do the same for
the autoreply on Create scrip.
*
Regards,*
*Aaron Guise
07 838 7793
027 212 6638
aa...@guise.net.nz
*
MSN: gui...@hotmail.com
Contact Me [image: Facebook] http://www.facebook.com/shadysandman
On Tue, Dec 1, 2009 at 10:23 PM, Aaron Guise aa...@guise.net.nz wrote:
Hmmm, I'll check our environment out tomorrow and let you know what I
find.
On Tue, Dec 1, 2009 at 5:37 AM, Tyler Hall ty...@tylerhall.net wrote:
Hey Aaron -
I got a change to try it out today, but it doesn't seem to write.
Scrip 3 is the script that sends the auto response, so I duplicated it
for the abuse queue, but it doesn't seem to do anything...
On Sun, Nov 29, 2009 at 5:16 PM, Tyler Hall ty...@tylerhall.net wrote:
Thanks Aaron! I'll try it out, been out of the office all week due
to the holiday.
On Wed, Nov 25, 2009 at 12:20 AM, Aaron Guise aa...@guise.net.nz
wrote:
Hi Tyler,
That should be simple, you should not even need to touch perl to do
this.
Just simply overriding the script that sends the email should do the
trick.
For Example:
In your Abuse Queue create a scrip with the same name e.g.
OnResolve(Whatever) Set it to use template blank, this then will not
send a
notification. You would need to do this for any of the global scrips
which
you would like to override the default action. I hope this makes some
sense, if not then let me know.
--
Regards,
Aaron
On Fri, Nov 20, 2009 at 8:22 AM, Tyler Hall ty...@tylerhall.net
wrote:
Great, that works wonders.
Sadly, I believe this is perl and perl isn't my strong point.
I have one less request, I am willing to pay.
I was hoping these same conditions could work for certain queues... I
have a queue called 'Abuse' that when someone sends to, or resolves
from I would prefer not to send out the auto response/closure email,
is that something you think you could code up for me?
Thanks,
--Tyler
On Tue, Nov 17, 2009 at 7:28 PM, Aaron Guise aa...@guise.net.nz
wrote:
Yeah,
You need to put that script into the scrip that sends the resolve
email
too.
Mine looks like this;
my @exceptionList = ('gentr...@ham.sitel.co.nz',
'hamd...@ham.sitel.co.nz',
'gentr...@genesisenergy.co.nz',
'r...@hamrt01.ham.sitel.co.nz',
'gen...@sanderson.co.nz');
my $transactionType = $self-TransactionObj-Type;
my $transactionField = $self-TransactionObj-Field;
my $transactionVal = $self-TransactionObj-NewValue;
my $ticketRequestor = lc($self-TicketObj-RequestorAddresses);
if ($transactionType eq 'Status' $transactionField eq 'Status'
$transactionVal eq 'resolved' ) {
return if grep { $ticketRequestor eq lc($_) } @exceptionList;
return 1;
}
return;
--
Regards,
Aaron
On Wed, Nov 18, 2009 at 8:34 AM, Tyler Hall ty...@tylerhall.net
wrote:
Thanks so much!
Do you know if there's a similar script for 'Resolve'? I changed
the
custom code from 'Create' to 'Resolve' (and 'Resolved') but it
didn't
seem to work.
Thanks,
Tyler
On Mon, Nov 16, 2009 at 7:58 PM, Aaron Guise aa...@guise.net.nz
wrote:
You probably need to check this out;
http://wiki.bestpractical.com/view/OnCreateAutoReplyException
--
Regards,
Aaron
On Tue, Nov 17, 2009 at 7:45 AM, Tyler Hall ty...@tylerhall.net
wrote:
All -
Is it possible for RT to add an email into a ticket, however do
not
send an auto response, just for certain from addresses?
Thanks!
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Re: [rt-users] User Rights
On Wed, Dec 2, 2009 at 1:19 PM, Ken Crocker kfcroc...@lbl.gov wrote: Robert, For that particular Queue, I would: 1) Grant CreateTicket to Everyone or Privileged, as you prefer. 2) Grant ShowQueue to Everyone or Privileged, as you prefer. 3) Grant ShowTicket to the role Requestor. 4) Grant ShowTicket and any other rights you want to the role AdminCc. That should do it. Thanks Ken, between you and Jesse I got most of the way there, and the final ah-ha just hit me. I'll share my learning/thoughts here in case it helps people in the future. Basically, all of my employees are privileged users, so they get the RT At A Glance (r...@ag) page. I have the quick create in the r...@ag page, so that seemed logical. But when a customer's ticket was assigned to an admin, it was no longer visible on the r...@ag page because I don't have show tickets turned on for the general queue. However, clicking on quick search and then typing general into the search box resulted in the correct list of tickets being presented - the tickets owned by the customer. However, expecting my end-users to jump through that many clicks is expecting too much. I tried finding away to enable a my tickets portal to r...@ag where my = submitter, but couldn't find it. It finally occurred to me the SelfService interface might have the view I'm looking for, and sure enough it does. I see some mods on the wiki to add If user can't own ticket redirect to self-service functionality, which is probably how I'll go. However, a LINK to the self service page on the r...@ag page would be handy. Even better - a portal/module for SelfService that I could add to r...@ag would be slick. In any case, I have a clear path to a usable end-state. Thanks again for your help and advice! -Rob ___ 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] Auto-creating a 'dependant' ticket On Transaction
Thank you all so much! This is definitely getting me closer to what I want.
Is there any way you could help dumb-it-down a little more for my benefit
please? And to clarify a little, I don't want this to happen On Create,
only when my CF Progress is changed to Send in a ticket that already
exists. Is the following correct (or close)? If not, could you please make
corrections?:
CONDITION: User Defined
ACTION: User Defined
TEMPLATE: Global Template: Blank
STAGE: TransactionCreate
CUSTOM CONDITION:
if ($self-TicketObj-FirstCustomFieldValue('Progress') eq 'Send') {
return 1;
}
return 0;
CUSTOM ACTION PREPARATION CODE:
return 1;
CUSTOM ACTION CLEANUP CODE: (this is where I think I'm messing up)
my $trans = $self-TransactionObj;
my $tkt = $self-TicketObj;
my $requestors = [ $tkt-Requestors-MemberEmailAddresses];
my $new_tkt = RT::Ticket-new($RT::SystemUser); my ($id, $msg) =
$new_tkt-Create(
Queue = Data Analysis,
Subject = $tkt-Subject,
Status = 'new',
Requestor = $requestors,
DependedOnBy = $tkt-Id)
return 1;
I know that the Custom Condition works, but the Action doesn't seem to be
working. Any help would greatly be appreciated. Thanks again!
Brumm,
Torsten / Kuehne + Nagel / Ham MI-ID wrote:
Sorry, didn't read all,
1. Condition: CustomCondition:
if ( ($self-TransactionObj-Type eq CustomField ||
$self-TransactionObj-Type eq Create )
($self-TicketObj-FirstCustomFieldValue('YourCustomFieldName') ||
$self-TicketObj-FirstCustomFieldValue('YourCustomFieldName')) ) {
return 1;
}
return 0;
Action: Userdefine:
Here the part of Gabriele but with the content check:
return(0) unless ($self-TicketObj-Type eq 'ticket');
if ($self-TicketObj-FirstCustomFieldValue('YourCustomFieldName') =~
/Whatyouarelookingfor/i) {
my $trans = $self-TransactionObj;
my $tkt = $self-TicketObj;
my $requestors = [ $tkt-Requestors-MemberEmailAddresses];
my $new_tkt = RT::Ticket-new($RT::SystemUser); my ($id, $msg) =
$new_tkt-Create(
Queue = your-queue-name-goes-here,
Subject = $tkt-Subject,
Status = 'new',
Requestor = $requestors,
DependedOnBy = $tkt-Id)
return 1;
}
return 0;
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann
(Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang,
Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens
Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928,
USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel
A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat:
Klaus-Michael Kuehne
-Urspruengliche Nachricht-
Von: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Franzini,
Gabriele [Nervianoms]
Gesendet: Mittwoch, 25. November 2009 12:25
An: jrum...@imapp.com
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Auto-creating a 'dependant' ticket On Transaction
Hello jrummel,
From novice to novice, try a Scrip with something like:
1) Condition: as in OnCustomFieldValueChange (see wiki);
2) Action: User-defined, based upon DivideTicketIntoSubtasks (see
wiki):
my $trans = $self-TransactionObj;
my $tkt = $self-TicketObj;
my $requestors = [ $tkt-Requestors-MemberEmailAddresses];
my $new_tkt = RT::Ticket-new($RT::SystemUser); my ($id, $msg) =
$new_tkt-Create(
Queue = your-queue-name-goes-here,
Subject = $tkt-Subject,
Status = 'new',
Requestor = $requestors,
DependedOnBy = $tkt-Id)
return 1;
HTH,
Gabriele Franzini
ICT Applications Manager
Nerviano Medical Sciences SRL
PO Box 11 - Viale Pasteur 10
20014 Nerviano Italy
tel +39 0331581477
fax +39 0331581456
Date: Tue, 24 Nov 2009 15:19:41 -0800 (PST)
From: jrummel jrum...@imapp.com
Subject: [rt-users] Auto-creating a 'dependant' ticket On Transaction
To: rt-users@lists.bestpractical.com
Message-ID: 26505061.p...@talk.nabble.com
Content-Type: text/plain; charset=us-ascii
Hi All,
I'm definitely an RT novice, and could use some assistance. I have a
ticket
Custom Field (Progress). It is a Select One Value field. When
someone
selects the value Sent, I want a new ticket created that is 'depended
on
by' the original ticket. Can anyone help me with this please? I'm
desperate!
Thanks!
P.S. If the new ticket could automatically have an owner assigned upon
creation
as well, that would be ideal. But the above request is definitely
priority.
___
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[rt-users] RT's model for privileged users
Originally when pre-populating my user database, I thought it made sense to make all of my users privileged so I could easily assign them to groups - I noticed unprivileged users were not displayed in the user-management interface by default. But what I'm seeing now is that there is a 'great divide' between privileged and unprivileged users in RT. Specifically, unprivileged users get the SelfService interface automatically, which is the interface most users would want most of the time. Being privileged in RT seems to inherently imply being a ticket resolver due to the dramatically different interface presented by RT. I was about to run off and modify RT to present the SelfService interface to privileged users who can't own tickets when it occurred to me What's the difference? Why not make the general user unprivileged?. On the one hand, in my present use-model I suspect it doesn't matter. On the other hand, I perceive there is functionality like dashboards that can't be exposed to people if they are unprivileged, though having dashboards publish themselves via an email address would work around that I suppose (I think they can do that?). In any case, is this the right paradigm? * privileged = ticket resolvers * Unprivileged = ticket submitters? I sense having all of my users be privileged is going against the design philosophy of RT, and would appreciate any clarification or insights from other RT admins. Thanks much! -Rob ___ 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] webkit browser lose session only when viewing Attachment
Hello, I have noticed that my Ubuntu install of RT 3.8.4 (but not my Debian install of same) gives Chrome and Safari browsers a new session cookie whenever they click an Attachment (/rt/Attachment/[transactionId]/[attachmentId]/filename). So after a logged-in user views an attachment, the cookie they have no longer matches up with the one they were using to be considered logged-in. Then any subsequent action results in a login prompt. The logout problem does not happen when clicking any other links in RT. Only the links to attachments kill the session. I checked the MySQL session table to see what happened to the old session and it is still there. I don;t know why RT issues a new one. The a_session field is a longblob. I truncated the sessions table and started again, but still the same. The same behavior occurs both whether session is stored in MySQL or in 'Apache::Session::File' (with RT Config for WebSessionClass). I have watched my network with Wireshark and see that when Safari and Chrome ask for the Attachment, the GET request includes the Cookie header with the correct (logged in) cookie. The server response returns the attachment without any cookie header, and then webkit immediately asks to GET /favicon.ico, without any cookie header. That's when the server replies back with a new cookie in a response that contains the login page. Firefox and Opera browsers don't have any problem at all with losing their session after clicking an attachment. Here's a little screencast that shows consistent session loss for Safari and Chrome, only when clicking into an Attachment: http://www.youtube.com/watch?v=JgKrL680xI8fmt=18 Any ideas on why this would happen? I have another Debian install of 3.8.4 that is almost identical to this Ubuntu one and don't get this problem. Allen ___ 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
