Re: [rt-users] Sending html mails using web interface
Thanks Jason
I done the same in Correspondence teplates. But I am getting mails like this :(
bvcbvcbvc
Mails body contains html tags but Content Type still remains text/plain
-Praveen-
> From: smit...@bnl.gov
> To: rt-users@lists.bestpractical.com
> Date: Mon, 29 Mar 2010 16:30:47 -0400
> Subject: Re: [rt-users] Sending html mails using web interface
>
> One thing you may have to watch out for, that initially got me and went
> unnoticed for quite a while. At the bottom of the template you usually
> have something like this:
>
> {$Transaction->Content()}
>
> You will want to change to be:
>
> {$Transaction->Content(Type => 'text/html')}
>
> RT internally handles the conversions back and forth between text &
> html.
>
>
> I noticed that the html -> text conversion can be a little buggy
> sometimes, doing unusual things with line wrapping and spacing depending
> on what is on the end of a line (tags or whitespace). My guess is that
> HTML::FormatText is a little buggy when writing out plain text from the
> parsed html tree, but I haven't bothered digging into it.
>
> ~Jason
>
>
> On Mon, Mar 29, 2010 at 10:27:45AM +0530, Praveen C wrote:
> >> All mail sends using templates.
> >> It sounds like your correspondence templates are not html
> >
> >Thanks for your reply. Can you help me to enable this ??
> >
>
> Apply the documentation in docs/templates.pod to your Correspondence
> templates
>
> -kevin
>
>
> --
> /--\
> | Jason A. Smith Email: smit...@bnl.gov |
> | Atlas Computing Facility, Bldg. 510MPhone: +1-631-344-4226 |
> | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 |
> | Upton, NY 11973-5000, U.S.A. |
> \--/
>
_
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Re: [rt-users] Howto: Pseudo read-only custom fields
On 3/29/2010 7:04 PM, Jesse Vincent wrote: On Mon, Mar 29, 2010 at 06:50:27PM -0400, Jeff Blaine wrote: Just sharing. This is how I disabled editing of certain custom fields via the web UI. Part 1: Make the word READONLY appear in your custom field's description. Part 2: Edit share/html/Tickets/Elements/EditCustomFields (or whatever proper 'local' file :)) to look like this for the "table row" block. Why just not grant the users in question the "Modify Custom Fields" right? Sadly, I knew about that, and had tested it to work just hours before posting this. In those few hours I ended up in share/html/Tickets/Elements/EditCustomFields to add the display of $CustomField->Description information for the viewer. I got sidetracked in that file and implemented something I had already found a solution to. More sadly, I posted it publicly :) Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How do I edit RT System's saved searches?
On Mon, Mar 29, 2010 at 6:08 PM, Kevin Falcone wrote: > On Mon, Mar 29, 2010 at 05:04:35PM -0400, Todd Chapman wrote: >> On Mon, Mar 29, 2010 at 4:30 PM, Kevin Falcone >> wrote: >> > On Mon, Mar 29, 2010 at 04:18:24PM -0400, Todd Chapman wrote: >> >> I think this was the case at one time but I don't think so know. To >> >> clarify, I'm referring to the ones installed from /etc/initialdata. >> > >> > You can definitely edit searches when logged in as root and clicking >> > on the Edit link on the homepage. >> > >> > They do not show up under "RT System's saved searches" in the query >> > builder. >> >> That let's you edit the format but not the query itself, nor the >> description. I'll just create new queries instead. > > You missed > "You can also edit the predefined search itself: Search - Unowned Tickets" > Thanks Kevin! I wonder why it doesn't just take you there in the first place... Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Howto: Pseudo read-only custom fields
On Mon, Mar 29, 2010 at 06:50:27PM -0400, Jeff Blaine wrote: > Just sharing. This is how I disabled editing of certain custom > fields via the web UI. > > Part 1: Make the word READONLY appear in your custom field's > description. > > Part 2: Edit share/html/Tickets/Elements/EditCustomFields > (or whatever proper 'local' file :)) to look like this > for the "table row" block. Why just not grant the users in question the "Modify Custom Fields" right? Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Howto: Pseudo read-only custom fields
Just sharing. This is how I disabled editing of certain custom
fields via the web UI.
Part 1: Make the word READONLY appear in your custom field's
description.
Part 2: Edit share/html/Tickets/Elements/EditCustomFields
(or whatever proper 'local' file :)) to look like this
for the "table row" block.
...stuff here...
% }
<% loc($CustomField->Name) %>
Type: <% $CustomField->FriendlyType %>
% if ($CustomField->Description =~ /READONLY/) {
READ-ONLY FIELD
% } else {
% my $default = $m->notes('Field-' . $CustomField->Id);
% $default ||= $ARGS{"CustomField-". $CustomField->Id };
<& /Elements/EditCustomField,
%ARGS,
Object => $TicketObj,
CustomField => $CustomField,
NamePrefix => $NamePrefix,
Default => $default,
&>
% if (my $msg = $m->notes('InvalidField-' . $CustomField->Id)) {
<% $msg %>
% }
% }
% unless ( $i % 2 ) {
...stuff here...
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Re: [rt-users] Another Stupid Question
On Mon, Mar 29, 2010 at 04:46:01PM -0500, Brian Lawson wrote: >Can you set up RT to log to multiple files? All the examples I've seen > look like you can only >set one type of log level to log to a file. Just log to syslog or screen and have syslog/apache do filtering -kevin pgp3PeIjHjaFv.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How do I edit RT System's saved searches?
On Mon, Mar 29, 2010 at 05:04:35PM -0400, Todd Chapman wrote: > On Mon, Mar 29, 2010 at 4:30 PM, Kevin Falcone > wrote: > > On Mon, Mar 29, 2010 at 04:18:24PM -0400, Todd Chapman wrote: > >> I think this was the case at one time but I don't think so know. To > >> clarify, I'm referring to the ones installed from /etc/initialdata. > > > > You can definitely edit searches when logged in as root and clicking > > on the Edit link on the homepage. > > > > They do not show up under "RT System's saved searches" in the query > > builder. > > That let's you edit the format but not the query itself, nor the > description. I'll just create new queries instead. You missed "You can also edit the predefined search itself: Search - Unowned Tickets" -kevin pgpbcWibQzgPh.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT Survey plugin
You could just have the resolved template include a link to a survey monkey. http://www.surveymonkey.com/ On Mon, Mar 29, 2010 at 5:15 PM, Elton S. Fenner wrote: > Hi, > > I installed RT and I'm very happy with the result. > I have about 2,500 tickets a month around 100 people working on 20 queues. > Installed Active Directory authentication and many other plugins. > > Now I want to go further. I was googling to find a Survey plugin. > I want to send a message to requestors and ask them to reply a survey. > > Is there someting like that in RT? > > Thanks. > -- > > > Elton S. Fenner, > Analista de Rede, > Assembléia Legislativa do RS. > +55 51 3210-1249 > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Another Stupid Question
Can you set up RT to log to multiple files? All the examples I've seen look like you can only set one type of log level to log to a file. -Brian This communication, together with any attachments hereto or links contained herein, is for the sole use of the intended recipient(s) and may contain information that is confidential or legally protected. If you are not the intended recipient, you are hereby notified that any review, disclosure, copying, dissemination, distribution or use of this communication is STRICTLY PROHIBITED. If you have received this communication in error, please notify the sender immediately by return e-mail message and delete the original and all copies of the communication, along with any attachments hereto or links herein, from your system. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT Survey plugin
Hi, I installed RT and I'm very happy with the result. I have about 2,500 tickets a month around 100 people working on 20 queues. Installed Active Directory authentication and many other plugins. Now I want to go further. I was googling to find a Survey plugin. I want to send a message to requestors and ask them to reply a survey. Is there someting like that in RT? Thanks. -- *Elton S. Fenner,* Analista de Rede, Assembléia Legislativa do RS. +55 51 3210-1249 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How do I edit RT System's saved searches?
On Mon, Mar 29, 2010 at 4:30 PM, Kevin Falcone wrote: > On Mon, Mar 29, 2010 at 04:18:24PM -0400, Todd Chapman wrote: >> I think this was the case at one time but I don't think so know. To >> clarify, I'm referring to the ones installed from /etc/initialdata. > > You can definitely edit searches when logged in as root and clicking > on the Edit link on the homepage. > > They do not show up under "RT System's saved searches" in the query > builder. > > -kevin > That let's you edit the format but not the query itself, nor the description. I'll just create new queries instead. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Sending html mails using web interface
One thing you may have to watch out for, that initially got me and went
unnoticed for quite a while. At the bottom of the template you usually
have something like this:
{$Transaction->Content()}
You will want to change to be:
{$Transaction->Content(Type => 'text/html')}
RT internally handles the conversions back and forth between text &
html.
I noticed that the html -> text conversion can be a little buggy
sometimes, doing unusual things with line wrapping and spacing depending
on what is on the end of a line (tags or whitespace). My guess is that
HTML::FormatText is a little buggy when writing out plain text from the
parsed html tree, but I haven't bothered digging into it.
~Jason
On Mon, Mar 29, 2010 at 10:27:45AM +0530, Praveen C wrote:
>> All mail sends using templates.
>> It sounds like your correspondence templates are not html
>
>Thanks for your reply. Can you help me to enable this ??
>
Apply the documentation in docs/templates.pod to your Correspondence
templates
-kevin
--
/--\
| Jason A. Smith Email: smit...@bnl.gov |
| Atlas Computing Facility, Bldg. 510MPhone: +1-631-344-4226 |
| Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 |
| Upton, NY 11973-5000, U.S.A. |
\--/
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Description: S/MIME cryptographic signature
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Re: [rt-users] How do I edit RT System's saved searches?
On Mon, Mar 29, 2010 at 04:18:24PM -0400, Todd Chapman wrote: > I think this was the case at one time but I don't think so know. To > clarify, I'm referring to the ones installed from /etc/initialdata. You can definitely edit searches when logged in as root and clicking on the Edit link on the homepage. They do not show up under "RT System's saved searches" in the query builder. -kevin > On Mon, Mar 29, 2010 at 4:06 PM, Jesse Vincent > wrote: > > > > > > > > On Sun, Mar 28, 2010 at 05:10:40PM -0400, Todd Chapman wrote: > >> All, > >> > >> I remember being able to do it once but can't figure it out. I do have > >> SuperUser privs so that isn't the problem. > >> > > > > IIRC, I can do this when logged in as root. pgpM6ick2Y0Ff.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Slow RTIR
On Sat, Mar 27, 2010 at 08:28:14PM +0100, Koen Van Impe wrote:
> Hello,
>
> We run RT 3.8.4 on Ubuntu 9.04 (mysql 5.0.75). RTIR is working fine with
> decent speed (some 4000 tickets in the queue). Unfortunately when we
> click on the "Lookup" link next to an IP, RT just stalls.
>
> mysql takes all of the cpu (99%), there's nothing unusual in the logs.
> The last two lines in the mysql log show
>
> 100327 17:47:2833 Query SELECT
> GET_LOCK('Apache-Session-16749711901078a349aea9e34d956e74', 3600)
>29 Query SELECT
> GET_LOCK('Apache-Session-16749711901078a349aea9e34d956e74', 3600)
Those are user sessions. There's something _earlier_ that's causing your
blocking problem. What was the last "real" query in the log? (Also, 3.8.7,
should fix a bunch of issues related to performance. You'll also want to be
current on RTIR).
>
> After that the site becomes un-responsive to all users, the only
> solution is to restart mysql.
>
> All other lookups seem to work decently, only the "lookup an ip" stalls
> the machine.
>
> I've seen posts for the GET_LOCK issue but without a solution ... Does
> anyone has a clue where I should start looking?
>
> Thanks in advance,
>
> Koen
>
>
> --
> Koen Van Impe - BELNET CERT
> koen.vani...@belnet.be
> PGP Key Id 0xED12AD79
> Contact: http://cert.belnet.be/
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
--
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Re: [rt-users] How do I edit RT System's saved searches?
I think this was the case at one time but I don't think so know. To clarify, I'm referring to the ones installed from /etc/initialdata. On Mon, Mar 29, 2010 at 4:06 PM, Jesse Vincent wrote: > > > > On Sun, Mar 28, 2010 at 05:10:40PM -0400, Todd Chapman wrote: >> All, >> >> I remember being able to do it once but can't figure it out. I do have >> SuperUser privs so that isn't the problem. >> > > IIRC, I can do this when logged in as root. > > >> Thanks! >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.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 do I edit RT System's saved searches?
On Sun, Mar 28, 2010 at 05:10:40PM -0400, Todd Chapman wrote: > All, > > I remember being able to do it once but can't figure it out. I do have > SuperUser privs so that isn't the problem. > IIRC, I can do this when logged in as root. > Thanks! > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.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 Scrip doesn't work
Hi, Kenn. My scrip should send an e-mail to user when a ticket were created. It's configured like this (using the default shipped with RT): Description: Ticket open - AutoReply Condition: OnCreate Action: AutoReply to Requestors Template: global model - AutoReply Stage: TransactionCreate Thanks. -- Wagner Pereira PoP-SP/RNP - Ponto de Presença da RNP em São Paulo CCE/USP - Centro de Computação Eletrônica da Universidade de São Paulo http://www.pop-sp.rnp.br Tel. (11) 3091-8901 Kenneth Crocker escreveu: Pereira, Well, let's see the scrip. Can't comment on what i cant see. Is it a global scrip? Queue scrip? Was the transaction a /create/ or an /open/? Kenn LBNL On Fri, Mar 26, 2010 at 11:39 AM, Wagner Pereira mailto:wpere...@pop-sp.rnp.br>> wrote: Hi, all. I have a RT scrip which should to send a template in every time someone create a ticket (through e-mail, obviously). Although, I have other scrip which sends a template when the ticket is closed. That's working OK. I made a comparison between both and I already read the RT manual, it seems they are correctly configured. So, why doesn't RT send an e-mail when the ticket is opened? Hugs, -- Wagner Pereira PoP-SP/RNP - Ponto de Presença da RNP em São Paulo CCE/USP - Centro de Computação Eletrônica da Universidade de São Paulo http://www.pop-sp.rnp.br Tel. (11) 3091-8901 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.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] Problem with custom Template
Thanks for pointing that out! All is working now!
-Brian
-Original Message-
From: Potla, Ashish Bassaliel [mailto:c_apo...@qualcomm.com]
Sent: Monday, March 29, 2010 10:11 AM
To: Brian Lawson
Subject: RE: Problem with custom Template
Isnt there supposed to be a 'new' keyword somewhere?
my $old_owner = new RT::User($RT::SystemUser);
or
my $old_owner = RT::User->new($RT::SystemUser);
From: rt-users-boun...@lists.bestpractical.com
[rt-users-boun...@lists.bestpractical.com] On Behalf Of Brian Lawson
[blaw...@samhouston.net]
Sent: Monday, March 29, 2010 8:00 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Problem with custom Template
Still a newbie. Using RT 3.8.2
I've been playing around with making an OnOwnerChangeNotifyOwner scrip
and I am having parsing errors.
I am using just a NotifyOwner Action with a custom template with the
stage as TransactionCreate.
Here is my template:
To: { my $old_owner = RT::User($RT::SystemUser);
$old_owner->Load( $Transaction->OldValue );
$old_owner->EmailAddress || $Transaction->OldValue}
Subject: [{$rtname} Ticket #{ $Ticket->Id( ) } Owner Change Notification
A ticket that you owned:
{Subject: $Ticket->Subject()}
is now owned by
{$Ticket->OwnerObj->Name()}
{$RT->WebURL}Ticket/Display.html?id={$Ticket->Id}
I'm seeing the following error in the rt.log:
[error]: Template parsing error: Undefined subroutine &RT::User called
at template line 1.
Stack:
[template:1]
[/opt/rt3/bin/../lib/RT/Template_Overlay.pm:425]
[/opt/rt3/bin/../lib/RT/Template_Overlay.pm:332]
[/opt/rt3/bin/../lib/RT/Template_Overlay.pm:312]
[/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:157]
[/opt/rt3/bin/../lib/RT/Action/Notify.pm:69]
[/opt/rt3/bin/../lib/RT/ScripAction_Overlay.pm:230]
[/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:435]
[/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:240]
[/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:169]
[/opt/rt3/bin/../lib/RT/Record.pm:1456]
[/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:2796]
[/opt/rt3/bin/../lib/RT/Interface/Web.pm:1068]
[/opt/rt3/share/html/Ticket/ModifyPeople.html:75]
[/opt/rt3/share/html/autohandler:311]
(/opt/rt3/bin/../lib/RT/Template_Overlay.pm:420)
Please help,
Brian
This communication, together with any attachments hereto or links
contained herein, is for the sole use of the intended recipient(s) and
may contain information that is confidential or legally protected. If
you are not the intended recipient, you are hereby notified that any
review, disclosure, copying, dissemination, distribution or use of this
communication is STRICTLY PROHIBITED. If you have received this
communication in error, please notify the sender immediately by return
e-mail message and delete the original and all copies of the
communication, along with any attachments hereto or links herein, from
your system.
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
This communication, together with any attachments hereto or links contained
herein, is for the sole use of the intended recipient(s) and may contain
information that is confidential or legally protected. If you are not the
intended recipient, you are hereby notified that any review, disclosure,
copying, dissemination, distribution or use of this communication is STRICTLY
PROHIBITED. If you have received this communication in error, please notify the
sender immediately by return e-mail message and delete the original and all
copies of the communication, along with any attachments hereto or links herein,
from your system.
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] Problem with custom Template
Still a newbie. Using RT 3.8.2
I've been playing around with making an OnOwnerChangeNotifyOwner scrip
and I am having parsing errors.
I am using just a NotifyOwner Action with a custom template with the
stage as TransactionCreate.
Here is my template:
To: { my $old_owner = RT::User($RT::SystemUser);
$old_owner->Load( $Transaction->OldValue );
$old_owner->EmailAddress || $Transaction->OldValue}
Subject: [{$rtname} Ticket #{ $Ticket->Id( ) } Owner Change Notification
A ticket that you owned:
{Subject: $Ticket->Subject()}
is now owned by
{$Ticket->OwnerObj->Name()}
{$RT->WebURL}Ticket/Display.html?id={$Ticket->Id}
I'm seeing the following error in the rt.log:
[error]: Template parsing error: Undefined subroutine &RT::User called
at template line 1.
Stack:
[template:1]
[/opt/rt3/bin/../lib/RT/Template_Overlay.pm:425]
[/opt/rt3/bin/../lib/RT/Template_Overlay.pm:332]
[/opt/rt3/bin/../lib/RT/Template_Overlay.pm:312]
[/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:157]
[/opt/rt3/bin/../lib/RT/Action/Notify.pm:69]
[/opt/rt3/bin/../lib/RT/ScripAction_Overlay.pm:230]
[/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:435]
[/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:240]
[/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:169]
[/opt/rt3/bin/../lib/RT/Record.pm:1456]
[/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:2796]
[/opt/rt3/bin/../lib/RT/Interface/Web.pm:1068]
[/opt/rt3/share/html/Ticket/ModifyPeople.html:75]
[/opt/rt3/share/html/autohandler:311]
(/opt/rt3/bin/../lib/RT/Template_Overlay.pm:420)
Please help,
Brian
This communication, together with any attachments hereto or links contained
herein, is for the sole use of the intended recipient(s) and may contain
information that is confidential or legally protected. If you are not the
intended recipient, you are hereby notified that any review, disclosure,
copying, dissemination, distribution or use of this communication is STRICTLY
PROHIBITED. If you have received this communication in error, please notify the
sender immediately by return e-mail message and delete the original and all
copies of the communication, along with any attachments hereto or links herein,
from your system.
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] CommandByMail only listening to commands issued by privileged users
Bad, bad, bad, bad idea. Did I mention that this is a bad
idea? :) Seriously, the CommandByMail gives a lot of access
to the internals of your RT system. It can totally subvert
your workflow. Imagine a generic E-mail that can close or
delete any ticket in the system. What are you trying to
accomplish with this change? Maybe there is a more secure
way to address your problem.
My two cents.
Cheers,
Ken
On Thu, Mar 25, 2010 at 03:46:32PM -0600, Matt Adams wrote:
> Folks:
>
> I have noticed that CommandByMail only listens to commands from email
> addresses belonging to privileged users. If other random people email the
> system it ignores things like CF{Company}: Example.
>
> Is there something I can do about this to make RT listen to commands from
> random email addresses?
>
>
> Thanks in advance,
>
> Matt
> --
> Matt Adams
> Development & Network Services, Cypress Interactive
> http://cypressinteractive.com, http://edsuite.com
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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Re: [rt-users] CommandByMail hide commands
This does not happen out of the box. Comments only go to AdminCc's and not the Requestor. This sounds like a local modification, either to make requestors AdminCc's or to send comments to requestors. Check your Scrips. Cheers, Ken On Mon, Mar 29, 2010 at 02:30:45PM +0100, polloxx wrote: > It seems like the requestor receives mail sent to rt-comment. Or is > this a option I can disable? > > > On Tue, Mar 23, 2010 at 7:06 PM, Kenneth Marshall wrote: > > The comment address is the mail to RT that is only sent to > > admins and adminccs and not requestors or ccs. The default > > is usually rt-comment. I hope that helps. > > > > Ken > > > > On Mon, Mar 22, 2010 at 05:47:37PM +0100, polloxx wrote: > >> Can you be more specific? > >> I also posted my question on the cpanforum but that seems death. > >> > >> P. > >> > >> On Mon, Mar 22, 2010 at 2:04 PM, Kenneth Marshall wrote: > >> > What about using the comment address and not the E-mail > >> > address. It should also be possible to make a patch to > >> > strip them out, maybe to a separate attachment to help > >> > debug problems. > >> > > >> > Ken > >> > > >> > On Sun, Mar 21, 2010 at 01:39:53PM +0100, polloxx wrote: > >> >> Dear list, > >> >> > >> >> Is there a way to hide CommandByMail commands from the requestor? > >> >> When we 'resolve' a ticket via mail the requestor receives the mail. > >> >> Can we hide this? > >> >> > >> >> Thx, > >> >> P. > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.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] security issue
Oh, just read: You granted (globally?) unpriviledged users the right to see a ticket? Thats heavy depending on your need i would suggest to grant ShowTicket only to Requestor (on Queue Base) Is it really needed that all users from Company 1 can see tickets created from someone of Company 1 ? Torsten 2010/3/29 Tariq Doukkali : > Hi all, > > > > if an unprivileged user click a link to open a ticket, the link below will > be shown on browser as URL-address: > > > > https://company.com/SelfService/Display.html?id=493 > > > > but if the user try to copy and past this url-adress in an other browser-tab > and changes id to 490 as shown below, > > > > https://company.com/SelfService/Display.html?id=490 > > > > the user is also able to show this ticket too. > > > > The problem is that we have a different unprivileged user (company 1, > company 2). Unprivileged users of company 1 should only be able to schow > their own ticket (not tickets of unprivileged user of company 2), but on RT > system we can change permissions for the group unprvivileged users, which > (in our case) includes all user of all companies. > > > > How can I solve the problem ??? > > > > Many thanks in advance !!! > > > > Tamodew > > > > 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 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] security issue
Hi, think this is a config error at your installation, tried it out just in my installation and all i get is: No permission to display that ticket RT Rights Setup is really clean and good! Possibly the requestor of Ticket 490 is the same like for ticket 493 ?? Torsten 2010/3/29 Tariq Doukkali > > Hi all, > > > > if an unprivileged user click a link to open a ticket, the link below will > be shown on browser as URL-address: > > > > https://company.com/SelfService/Display.html?id=493 > > > > but if the user try to copy and past this url-adress in an other browser-tab > and changes id to 490 as shown below, > > > > https://company.com/SelfService/Display.html?id=490 > > > > the user is also able to show this ticket too. > > > > The problem is that we have a different unprivileged user (company 1, company > 2). Unprivileged users of company 1 should only be able to schow their own > ticket (not tickets of unprivileged user of company 2), but on RT system we > can change permissions for the group unprvivileged users, which (in our case) > includes all user of all companies. > > > > How can I solve the problem ??? > > > > Many thanks in advance !!! > > > > Tamodew > > > > 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 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Open Ticket in Another Queue on Close
On Fri, Mar 26, 2010 at 09:20:41PM -0400, Alex Conner wrote:
> I've been reading the documentation and the Oreily book on RT and
> I'm trying to figure out how to open a new ticket in the Billing
> queue when a ticket in the Service queue is closed / resolved. I'm
> sure I must have a syntax issue in my template but I can't find the
> documentation on those templates. I also have a Scrip on the
> Services Queue to open a ticket on Resolved using this template. My
> current template is:
Syntax errors would show up in your error logs
You also don't show your actual scrip condition and scrip action which
makes it hard to know if you're using the right ones
-kevin
> ===Create-Ticket: approve-and-post
> Queue: Billing
> Subject: Review and Post { $Tickets{'TOP'}->Subject() }
> Requestor: { $Tickets{'TOP'}->OwnerObj->EmailAddress() }
> RefersTo: { Tickets{'TOP'}->Id() }
> Content: A service ticket for { $Tickets{'TOP'}->Requestors-
> >UserMembersObj-Next->EmailAddress() } has been closed regarding {
> $Tickets{'TOP'}->Subject() }. Please approve and post the
> customer's account for { $Tickets{'TOP'}->TimeWorked() } minutes of
> labor.
pgpKzm3CB0q3X.pgp
Description: PGP signature
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] CommandByMail hide commands
It seems like the requestor receives mail sent to rt-comment. Or is this a option I can disable? On Tue, Mar 23, 2010 at 7:06 PM, Kenneth Marshall wrote: > The comment address is the mail to RT that is only sent to > admins and adminccs and not requestors or ccs. The default > is usually rt-comment. I hope that helps. > > Ken > > On Mon, Mar 22, 2010 at 05:47:37PM +0100, polloxx wrote: >> Can you be more specific? >> I also posted my question on the cpanforum but that seems death. >> >> P. >> >> On Mon, Mar 22, 2010 at 2:04 PM, Kenneth Marshall wrote: >> > What about using the comment address and not the E-mail >> > address. It should also be possible to make a patch to >> > strip them out, maybe to a separate attachment to help >> > debug problems. >> > >> > Ken >> > >> > On Sun, Mar 21, 2010 at 01:39:53PM +0100, polloxx wrote: >> >> Dear list, >> >> >> >> Is there a way to hide CommandByMail commands from the requestor? >> >> When we 'resolve' a ticket via mail the requestor receives the mail. >> >> Can we hide this? >> >> >> >> Thx, >> >> P. > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Sending html mails using web interface
On Mon, Mar 29, 2010 at 10:27:45AM +0530, Praveen C wrote: >> All mail sends using templates. >> It sounds like your correspondence templates are not html > >Thanks for your reply. Can you help me to enable this ?? > Apply the documentation in docs/templates.pod to your Correspondence templates -kevin pgpTAtjkY38rU.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] security issue
Hi all, if an unprivileged user click a link to open a ticket, the link below will be shown on browser as URL-address: https://company.com/SelfService/Display.html?id=493 but if the user try to copy and past this url-adress in an other browser-tab and changes id to 490 as shown below, https://company.com/SelfService/Display.html?id=490 the user is also able to show this ticket too. The problem is that we have a different unprivileged user (company 1, company 2). Unprivileged users of company 1 should only be able to schow their own ticket (not tickets of unprivileged user of company 2), but on RT system we can change permissions for the group unprvivileged users, which (in our case) includes all user of all companies. How can I solve the problem ??? Many thanks in advance !!! Tamodew Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
