[rt-users] Auto of office replies
Hi all, I have an application the generates reports and sends to my users. The reply to address in the emails is a distribution list that points to one of my RT queues. When uses are out of office and have the auto reply turned on, their reply is sent to the distribution list that passes the email to all it's members, thus an auto generated email lands to my RT system (3.8.5). My problem is that although RT filters any auto generated (header has Auto-Submitted: auto-replied and Precedence: bulk) incoming messages send directly to the queue's email, when sent via the distribution list the messages pass into the queue and create new tickets. Has anyone else had a similar problem or knows the cause of this? Is there a fix for this or do I have to bare with the unwanted tickets? Kind Regards Nik Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] rt emailing extra line breaks
We're doing a lot of emailing through RT. So we have an issue, when quotation has much more line breakes, then in original letters. It seems like RT doing s/\n/\n\n/ every time. I.e.: From: me To: him Subject: [RT #1] some ticket Some text here And here And here again If answer this message, we receive from RT like that: From: him To: me Subject: RE: [RT #1] some ticket Here's an answer And more of the words ---Original Message--- From: me To: him Subject: [RT #1] some ticket Some text here And here And here again smime.p7s Description: S/MIME cryptographic signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] rt-mailgate: change timeout default
Hi RT Users, I try to change the rt-mailgate timeout default without changing the source? I don't find this in RT_Config. Any hints or suggestions? Best regards, Björn Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Reporting returning 0s in RTIR
Hello, We run RT 3.8.7 with RTIR 2.4.3 on Ubuntu 9.04. In the 'old' (v1) versions of RTIR there was a reporting tool (periodic report) that returned the number of incidents per category for a given period. The reporting tool still seems to exist in RTIR 2.4.3 (RTIR\Tools\Reporting) but no matter what time frame we select, the number of new reports, resolved or unresolved remains 0. Also the different categories for the 'Incident reports received' remains 0. The only number that seems to change is outstanding reports at the beginning of this period. Does anyone has a clue where I should start looking why the reporting doesn't return the expected data? Thanks for the help, Koen -- Koen Van Impe - BELNET CERT koen.vani...@belnet.be PGP Key Id 0xED12AD79 Contact: http://cert.belnet.be/ signature.asc Description: OpenPGP digital 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-mailgate: change timeout default
Hi Björn, try at the mailgate command: --timeout=seconds Torsten 2010/4/9 Bjoern Schulz bjoern.sch...@desy.de Hi RT Users, I try to change the rt-mailgate timeout default without changing the source? I don't find this in RT_Config. Any hints or suggestions? Best regards, Björn 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] rt-mailgate: change timeout default
Hi Torsten, Am 09.04.2010 14:13, schrieb Torsten Brumm: Hi Björn, try at the mailgate command: --timeout=seconds I know that, but I like to change the default (180s to 360s) ;-) I don't like to change all my procmail rc's... Schönes Wochenende und geniesse das feine Wetter in Hamburg, Björn Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] rt-mailgate: change timeout default
OK, open rt-mailgate and navigate to:
127 $ua-timeout( exists( $opts{'timeout'} )? $opts{'timeout'}: 180 );
128 my $r = $ua-post( $full_url, \%args, Content_Type = 'form-data' );
129 check_failure($r);
i think here you can change this for your slow postfix ;-)
Schönes Wochenende
Torsten
2010/4/9 Bjoern Schulz bjoern.sch...@desy.de
Hi Torsten,
Am 09.04.2010 14:13, schrieb Torsten Brumm:
Hi Björn,
try at the mailgate command: --timeout=seconds
I know that, but I like to change the default (180s to 360s) ;-)
I don't like to change all my procmail rc's...
Schönes Wochenende und geniesse das feine Wetter in Hamburg,
Björn
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Torsten Brumm
http://www.brumm.me
http://www.elektrofeld.de
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Re: [rt-users] rt-mailgate: change timeout default
Hi Exim-Guy!
Am 09.04.2010 14:56, schrieb Torsten Brumm:
OK, open rt-mailgate and navigate to:
127 $ua-timeout( exists( $opts{'timeout'} )? $opts{'timeout'}: 180 );
128 my $r = $ua-post( $full_url, \%args, Content_Type = 'form-data' );
129 check_failure($r);
OK I know that, I don't like to change the source ( as you, if I
remember correctly)
i think here you can change this for your slow postfix ;-)
Maybe it's mysql but who knows... Postfix is not the problem, gell
Schönes Wochenende
Danke und grüße zu Hause!
Postfix-Björn
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Re: [rt-users] rt emailing extra line breaks
On Fri, Apr 09, 2010 at 01:08:02PM +0400, Vitaly Tskhovrebov wrote: We're doing a lot of emailing through RT. So we have an issue, when quotation has much more line breakes, then in original letters. It seems like RT doing s/\n/\n\n/ every time. I.e.: 1) What version of RT? 2) What version of outlook is he using? From: me To: him Subject: [RT #1] some ticket Some text here And here And here again If answer this message, we receive from RT like that: From: him To: me Subject: RE: [RT #1] some ticket Here's an answer And more of the words ---Original Message--- From: me To: him Subject: [RT #1] some ticket Some text here And here And here again 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] Reporting returning 0s in RTIR
Hello, Koen. I suspect that it's an SQL problem. Start from enabling logging of warnings. Try reporting. Check logs. If it doesn't reveal anything useful then enable SQL statements logging, try again and look at SQL generate (may be it doesn't make sense). On Fri, Apr 9, 2010 at 3:58 PM, Koen Van Impe koen.vani...@belnet.be wrote: Hello, We run RT 3.8.7 with RTIR 2.4.3 on Ubuntu 9.04. In the 'old' (v1) versions of RTIR there was a reporting tool (periodic report) that returned the number of incidents per category for a given period. The reporting tool still seems to exist in RTIR 2.4.3 (RTIR\Tools\Reporting) but no matter what time frame we select, the number of new reports, resolved or unresolved remains 0. Also the different categories for the 'Incident reports received' remains 0. The only number that seems to change is outstanding reports at the beginning of this period. Does anyone has a clue where I should start looking why the reporting doesn't return the expected data? Thanks for the help, 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 -- Best regards, Ruslan. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] rt emailing extra line breaks
Vitaly Tskhovrebov wrote:
We're doing a lot of emailing through RT. So we have an issue, when
quotation has much more line breakes, then in original letters. It seems
like RT doing s/\n/\n\n/ every time.:
Hi, Vitaly.
We've fixed this on our 3.8.4 with an attached patch.
--
Agnislav Onufrijchuk
PortaOne, Inc., RT Developer
Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670
PortaOne Booth 812 @ ITW 2010
International Telecommunication Week
Marriott Wardman Park Hotel
Washington, DC - May 24-26
--- share/html/Ticket/Elements/ShowMessageStanza 2010-04-09 07:18:51.0 +0300
+++ local/html/Ticket/Elements/ShowMessageStanza 2010-04-09 07:21:38.0 +0300
@@ -97,6 +97,7 @@
$m-callback( content = $ref, %ARGS );
$m-comp('/Elements/MakeClicky', content = $ref, ticket = $ticket, %ARGS);
unless ( $plain_text_pre ) {
+$$ref =~ s{(\r*\n)}{\n}g if defined $$ref;
$$ref =~ s{(?=\r*\n)}{br /}g if defined $$ref;
}
$m-out( $$ref );
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Re: [rt-users] rt emailing extra line breaks
On Fri, Apr 09, 2010 at 05:08:47PM +0300, Agnislav Onufrijchuk wrote:
Vitaly Tskhovrebov wrote:
We're doing a lot of emailing through RT. So we have an issue, when
quotation has much more line breakes, then in original letters. It seems
like RT doing s/\n/\n\n/ every time.:
Hi, Vitaly.
We've fixed this on our 3.8.4 with an attached patch.
Oh. if it's only a webui issue and not an email one, then yes. We made a
similar (but different and I think more correct) change for 3.8.6 or 3.8.7.
--
Agnislav Onufrijchuk
PortaOne, Inc., RT Developer
Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670
PortaOne Booth 812 @ ITW 2010
International Telecommunication Week
Marriott Wardman Park Hotel
Washington, DC - May 24-26
--- share/html/Ticket/Elements/ShowMessageStanza 2010-04-09
07:18:51.0 +0300
+++ local/html/Ticket/Elements/ShowMessageStanza 2010-04-09
07:21:38.0 +0300
@@ -97,6 +97,7 @@
$m-callback( content = $ref, %ARGS );
$m-comp('/Elements/MakeClicky', content = $ref, ticket = $ticket,
%ARGS);
unless ( $plain_text_pre ) {
+$$ref =~ s{(\r*\n)}{\n}g if defined $$ref;
$$ref =~ s{(?=\r*\n)}{br /}g if defined $$ref;
}
$m-out( $$ref );
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Re: [rt-users] Web reply form show status dropdown for non-privileged users
Ski;
You best option is to edit
html/SelfService/Update.html
and remove
tr
td class=label
|/lStatus/
/td
td class=value
/Elements/SelectStatus, Name=Status, DefaultLabel =
loc([_1] (Unchanged), loc($Ticket-Status)), Default =
$ARGS{'Status'} || ($Ticket-Status
eq $DefaultStatus ? undef : $DefaultStatus)
/td
/tr
Regards;
Roy
Ski Kacoroski wrote:
Hi,
When my non-privileged users use the web to add content to a ticket they
see a drop down box to change the ticket status. If they choose this
they get a permission error when saving the ticket (good because they
should not be able to change the status). What can I do to stop this
box from showing up. The rights are:
For their queue: CreateTicket, SeeQueue, ShowTicket
Globally:
Everyone: ModifySelf, ReplyToTicket
Requestor: ShowTicket
cheers,
ski
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Re: [rt-users] Web reply form show status dropdown for non-privileged users
tr
td class=label
|/lStatus/
/td
td class=value
/Elements/SelectStatus, Name=Status, DefaultLabel =
loc([_1] (Unchanged), loc($Ticket-Status)), Default = $ARGS{'Status'} ||
($Ticket-Status
eq $DefaultStatus ? undef : $DefaultStatus)
/td
/tr
Probably better to change
/Elements/SelectStatus, Name=Status, DefaultLabel =
loc([_1] (Unchanged), loc($Ticket-Status)), Default = $ARGS{'Status'} ||
($Ticket-Status eq $DefaultStatus ? undef : $DefaultStatus)
To
%perl print $Ticket-Status/%perl
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