Re: [rt-users] Determine Queue based off of email domain
Check out procmail, this is what you are looking for! Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, 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 Von: rt-users-boun...@lists.bestpractical.com rt-users-boun...@lists.bestpractical.com An: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Gesendet: Sat Mar 20 03:30:30 2010 Betreff: [rt-users] Determine Queue based off of email domain I am trying to get RT setup to place new tickets in a particular queue based off the senders mail domain. We use RT at work to handle support tickets for our customers in the building. I have 3 different email domains that would be sending us tickets. For example I have the following domains that would send us email @abc.com - company's email account (I have control over this domain) @jkl.com - Operational department that we support (email is handled by there main office) @xyz.com - Outside agency that we maintain a hosted financial system for I would want anyone sending an email to techsupp...@abc.com to have a ticket created in a particular queue depending on the email domain they are a part of. Example: @abc.com - goes to the ABC Ticket Queue @jkl.com - goes to the JKL Ticket Queue @xyz.com - goes to the XYZ Ticket Queue Is there a way to do this with RT's Scips or would I be better off trying to filter mail for this criteria with postfix? Thanks, Dustin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Determine Queue based off of email domain
Hello Dustin Berube, Am 2010-03-19 22:30:30, hacktest Du folgendes herunter: I would want anyone sending an email to techsupp...@abc.com to have a ticket created in a particular queue depending on the email domain they are a part of. Example: @abc.com - goes to the ABC Ticket Queue @jkl.com - goes to the JKL Ticket Queue @xyz.com - goes to the XYZ Ticket Queue Is there a way to do this with RT's Scips or would I be better off trying to filter mail for this criteria with postfix? Puzzeing around... I have 11 Request-Tracker for 7 different domains runing on a singel courier server. Where is the problem? You create three accounts for techsupp...@abc.com techsupp...@jkl.com techsupp...@xyz.com and each is handled seperateley. Thanks, Greetings and nice Day/Evening Michelle Konzack Systemadministrator 24V Electronic Engineer Tamay Dogan Network Debian GNU/Linux Consultant -- Linux-User #280138 with the Linux Counter, http://counter.li.org/ # Debian GNU/Linux Consultant # http://www.tamay-dogan.net/ Michelle Konzack http://www.can4linux.org/ Apt. 917 http://www.flexray4linux.org/ 50, rue de Soultz Jabber linux4miche...@jabber.ccc.de 67100 Strabourg/France IRC#Debian (irc.icq.com) Tel. DE: +49 177 9351947 ICQ#328449886 Tel. FR: +33 6 61925193 signature.pgp Description: Digital signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] How to install RT global to handel 11 accounts seperately?
Hi, I run RT in a modified version, because I have to handel 11 accounts with 6 Domains, mean, I have created 11 UNIX accounts on my courier mailserver and installed RT in the accounts to get arround with the config files. And since I use Debian GNU/Linux, I get headaches all the times if I update something. Is there a possibility to make a GLOBAL RT installation and have seperated configs for te accounts? If not, can this taken as feature Request for future versions? In my main server alone I have to handel abuse@ postmaster@ support@ tech-support@ biz-support@ sales@ Thanks, Greetings and nice Day/Evening Michelle Konzack Systemadministrator 24V Electronic Engineer Tamay Dogan Network Debian GNU/Linux Consultant -- Linux-User #280138 with the Linux Counter, http://counter.li.org/ # Debian GNU/Linux Consultant # http://www.tamay-dogan.net/ Michelle Konzack http://www.can4linux.org/ Apt. 917 http://www.flexray4linux.org/ 50, rue de Soultz Jabber linux4miche...@jabber.ccc.de 67100 Strabourg/France IRC#Debian (irc.icq.com) Tel. DE: +49 177 9351947 ICQ#328449886 Tel. FR: +33 6 61925193 signature.pgp Description: Digital signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Determine Queue based off of email domain
On Sat, Mar 20, 2010 at 10:48 AM, Michelle Konzack linux4miche...@tamay-dogan.net wrote: Hello Dustin Berube, Am 2010-03-19 22:30:30, hacktest Du folgendes herunter: I would want anyone sending an email to techsupp...@abc.com to have a ticket created in a particular queue depending on the email domain they are a part of. Example: @abc.com - goes to the ABC Ticket Queue @jkl.com - goes to the JKL Ticket Queue @xyz.com - goes to the XYZ Ticket Queue Is there a way to do this with RT's Scips or would I be better off trying to filter mail for this criteria with postfix? Puzzeing around... I have 11 Request-Tracker for 7 different domains runing on a singel courier server. Where is the problem? You create three accounts for techsupp...@abc.com techsupp...@jkl.com techsupp...@xyz.com and each is handled seperateley. I agree I would like to go this route as well, however I don't have administrative access to two of the three domains and there is a lot of politics involved (I work in the local government sector). Two of the domains are handled by separate entities. I had a hard enough time just getting them to agree to email a helpdesk account instead of individual people. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 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 install RT global to handel 11 accounts seperately?
Hi Michelle, I run RT in a modified version, because I have to handel 11 accounts with 6 Domains, mean, I have created 11 UNIX accounts on my courier mailserver and installed RT in the accounts to get arround with the config files. What means modified version? what kind of modifications? And what is exactly the problem to handle this 11 accounts from 6 domains? And since I use Debian GNU/Linux, I get headaches all the times if I update something. Is there a possibility to make a GLOBAL RT installation and have seperated configs for te accounts? If not, can this taken as feature Request for future versions? I think all you need RT is already able to handle. In my main server alone I have to handel abuse@ postmaster@ support@ tech-support@ biz-support@ sales@ OK, some mail addresses, and where is the problem? we handle around 1500 mail addresses with different domainsand one RT installation. Did you have more details? Thanks, Greetings and nice Day/Evening Michelle Konzack Systemadministrator 24V Electronic Engineer Tamay Dogan Network Debian GNU/Linux Consultant -- Linux-User #280138 with the Linux Counter, http://counter.li.org/ # Debian GNU/Linux Consultant # http://www.tamay-dogan.net/ Michelle Konzack http://www.can4linux.org/ Apt. 917 http://www.flexray4linux.org/ 50, rue de Soultz Jabber linux4miche...@jabber.ccc.de 67100 Strabourg/France IRC#Debian (irc.icq.com) Tel. DE: +49 177 9351947 ICQ#328449886 Tel. FR: +33 6 61925193 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT::iCal
Creating Calendar (Apple Calendar etc) Entries from your Tickets/Searches. It is nice and saves my ass very often (i forgot almost everything) 2010/3/17 Kenneth Crocker kfcroc...@lbl.gov To list, What does iCal do? I might be interested in using it, but I don't know what it relates to. Thanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Date Validation for a Custom Field
Hi Emmanuel, just saw this patch is against 3.8.6, does this mean it is included in 3.8.7/8? Torsten 2010/3/13 Emmanuel Lacour elac...@easter-eggs.com On Fri, Mar 12, 2010 at 02:01:43PM -0500, Joe Kirby wrote: Currently RT Custom fields offer Mandatory, Digits, Year I would like to create a CF which require date validation and always ensures formatting (mm/dd/) Is this something that must be done at the Perl level or can it be done via online RT config CF management? You can also patch to have support for Date Customfields (with working search like other RT date fields): http://rt3.fsck.com/Ticket/Display.html?id=8721user=guestpass=guest ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Field X changed Custom Condition?
Have you tried this: http://wiki.bestpractical.com/view/OnCustomFieldValueChange 2010/3/17 Jeff Blaine jbla...@kickflop.net I need to write a custom Condition for a scrip that equates to 'If Custom Field X's value changed' Is there an API call for doing that, or do I need to code the logic to retrieve the old + new values and compare them? I can't seem to find a single call for it, but I wanted to check. RT 3.8.7 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Shredder
Hi Jens, I need to shred old tickets, tickets that have been closed for more than a year or two. Why? Our RT database is now just over 115GB in size and mysql is not coping. OK, thats not so big ;-) I don't want to remove the tickets, I want to remove the transactions and attachments. We have a RT Addon from BPS which is not removing/deleting the Attachements but stores them on disk instead of DB, this could work for you. @BPS: When will the AttachmentOnDisk Addon available at Github? As I understand it, this will allow someone to still search for a ticket and find some metadata about the ticket - helping the user to find more information elsewhere about the issue. I couldn't work out how to do this. How do I use more than 1 plugin at a time? Under RT 3.8? just add the second besides the first at the RT_SiteConfig.pm Plugin Entry...?!? Does anyone know how? I look forward to your responses. Thanks Regards Jens ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 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 install RT global to handel 11 accounts seperately?
Hello Torsten, Am 2010-03-21 02:44:28, hacktest Du folgendes herunter: What means modified version? what kind of modifications? And what is exactly the problem to handle this 11 accounts from 6 domains? The installation in Debian expect the config in /etc/... which mean, you can not run moe then one RT. I think all you need RT is already able to handle. RT can only handel ONE RT account/E-Mail-Address abuse@ postmaster@ support@ tech-support@ biz-support@ sales@ mail addresses with different domainsand one RT installation. NO!!! One RT installation per mailaccount sind you can not have more then one config. Exactly, I had to modify RT to look into the home dir of the acount. But RT cannot be made to do his globaly... Because many things ARE hardcoded The accounts do not have to do with each other... and then I have not only this six in one domain. I have 5 other domains on the same server with there own RT installations. Thanks, Greetings and nice Day/Evening Michelle Konzack Systemadministrator 24V Electronic Engineer Tamay Dogan Network Debian GNU/Linux Consultant -- Linux-User #280138 with the Linux Counter, http://counter.li.org/ # Debian GNU/Linux Consultant # http://www.tamay-dogan.net/ Michelle Konzack http://www.can4linux.org/ Apt. 917 http://www.flexray4linux.org/ 50, rue de Soultz Jabber linux4miche...@jabber.ccc.de 67100 Strabourg/France IRC#Debian (irc.icq.com) Tel. DE: +49 177 9351947 ICQ#328449886 Tel. FR: +33 6 61925193 signature.pgp Description: Digital signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Determine Queue based off of email domain
On Sat, Mar 20, 2010 at 5:59 AM, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
torsten.br...@kuehne-nagel.com wrote:
Check out procmail, this is what you are looking for!
Torsten
Tortsen,
Thanks for pointing me into the right direction with procmail. Here's the
solution that I came up with (hopefully it will be helpful to someone else).
/etc/procmailrc
# Set Variables
SHELL=/bin/sh
LOGFILE=/var/log/procmail.log
LOG=--- Logging ${LOGFILE} for ${LOGNAME}---\n
VERBOSE=yes
RT_MAILGATE=/opt/rt3/bin/rt-mailgate
RT_URI=http://192.168.0.29/ticket;
LOGABSTRACT=no
# ABC
:0
* ^From: @abc.com
|/usr/bin/perl $RT_MAILGATE --queue abc's Office --action correspond --url
$RT_URI
# JKL
:0
* ^From: @jkl.org
|/usr/bin/perl $RT_MAILGATE --queue JKL --action correspond --url $RT_URI
# XYZ
:0
* ^From: @xyz.org
|/usr/bin/perl $RT_MAILGATE --queue XYZ --action correspond --url $RT_URI
# All others
:0
* !^From: @abc.com|@jkl.org|@xyz.org
|/usr/bin/perl $RT_MAILGATE --queue External Users --action correspond
--url $RT_URI
___
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Dublin, Ireland - Mar 15 16
Boston, MA, USA - April 5 6
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Buy a copy at http://rtbook.bestpractical.com
