[rt-users] On correspond send mail to requestor only if explicitly selected
Hello everyone, I have a question regarding ticket handling workflow. The situation should be as follows: 1) Someone reports a security incident by sending an email to RT. 2) Autoreply confirming that the incident is accepted is sent to the requestor. 3) The responsible person/administrator is contacted and the security incident is taken care of. Correspondence flows between the security team and responsible person/administrator only and is archived inside RT. Other people can also join the conversation. 4) If it is necessary to contact the requestor for more details, mail is sent to them. Responsible person/admin sees this correspondence. 5) Once the security incident is resolved, the requestor receives an informational email. I have a hard time finding how to do this. I have come up with a solution, that makes it easy except for the point 4). The idea is to add responisble person/administrator as a Cc, disable the 'On Correspond Notify Requestors and Ccs' and have only 'On Correspond Notify Ccs'. This way the correspondence is kept away from requestor that does not need to know details and other people may join the conversation, because there is also a scrip that adds Ccs from mail as Ticket Ccs. Problem raises when I want to send an email to the requestor in the meantime (not autoreply On Create and message On Resolve). I could have a scrip 'On Correspond Notify Requestor' and then disable the requestor from receiving the mail, anytime the correspondence is sent from RT, but that would be very prone to mistakes and accidental sendings of an email. I need it to work in the other way - exclude requestor from recieving notification unless explicitly allowed. Is there a way to do it? For this purpose the section 'Will not sent mail to' (I hope it is correct translation - I have czech version) in the Ticket update page seems like a best place. But I do not have an idea how to get the requestor mail there. The section above has any allowed scrips with On Correspond condition. But this one? I don't know... Thank you for reading this and for eventual help. Regards Martin -- Mgr. Martin Drasar dra...@ics.muni.cz Network Security Department http://ics.muni.cz/ CSIRT-MU http://www.muni.cz/csirt Institute of Computer Science, Masaryk University, Brno, Czech Republic PGP Key ID: 0x944BC925 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Bug: File Upload with Postgres and Special Characters in Filename
Hello everyone,
I have a problem with our RT installation here: It is an RT 3.8.7 install with
Postgres as database backend.
When uploading a file through the web frontend which contains special
characters (like Polizeipräsidium), RT silently (!) fails to upload the file.
The log message shows, that appearantly some characterset conversions are
missing in this case.
The basic translation of the error message is about: Invalid Byte-Sequence for
encoding UTF8. This error can occur alos, if the byte sequence does not match
the encoding expected by the server and set in the client_encoding.
I would appreciate any help in how to fix this.
[Fri Apr 30 09:15:21 2010] [crit]: Apache2::RequestIO::rflush: (103) Software
caused connection abort at /usr/share/perl5/HTML/Mason/ApacheH
andler.pm line 1026 (/usr/share/request-tracker3.8/libexec/webmux.pl:168)
[Fri Apr 30 09:15:33 2010] [warning]: DBD::Pg::st execute failed: FEHLER:
ungültige Byte-Sequenz für Kodierung »UTF8«: 0xe47369
HINT: Dieser Fehler kann auch auftreten, wenn die Bytesequenz nicht mit der
Kodierung übereinstimmt, die der Server erwartet, welche durch
»client_encoding« bestimmt wird. at
/usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 509.
(/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:5
09)
[Fri Apr 30 09:15:33 2010] [warning]: RT::Handle=HASH(0x44765d0) couldn't
execute the query 'INSERT INTO Attachments (Subject, Filename, Con
tentType, Headers, Creator, MessageId, Parent, Created, Content,
ContentEncoding, TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' a
t /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 522
DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x44765d0)',
'INSERT INTO Attachments (Subject, Filename, ContentType, Hea
d...', 'PolizeiprE4sidiums Mittelfranken.xls', 'PolizeiprE4sidiums
Mittelfranken.xls', 'application/vnd.ms-excel', 'MIME-Version: 1.0\x{
a}Subject: Polizeipr\x{e4}sidiums Mittelfranken.xl...', 22, '', 185867, ...)
called at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 35
7
DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x44765d0)',
'Attachments', 'Subject', 'PolizeiprE4sidiums Mittelfranken.xls'
, 'Filename', 'PolizeiprE4sidiums Mittelfranken.xls', 'ContentType',
'application/vnd.ms-excel', 'Headers', ...) called at /usr/share/perl
5/DBIx/SearchBuilder/Handle/Pg.pm line 66
DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0x44765d0)',
'Attachments', 'Subject', 'PolizeiprE4sidiums Mittelfranken.
xls', 'ContentType', 'application/vnd.ms-excel', 'Filename',
'PolizeiprE4sidiums Mittelfranken.xls', 'Headers', ...) called at /usr/share/
perl5/DBIx/SearchBuilder/Record.pm line 1293
DBIx::SearchBuilder::Record::Create('RT::Attachment=HASH(0x5664d40)',
'Subject', 'PolizeiprE4sidiums Mittelfranken.xls', 'Filename
', 'PolizeiprE4sidiums Mittelfranken.xls', 'ContentType',
'application/vnd.ms-excel', 'Headers', 'MIME-Version: 1.0\x{a}Subject: Polizeipr
\x{e4}sidiums Mittelfranken.xl...', ...) called at
/usr/share/request-tracker3.8/lib/RT/Record.pm line 289
RT::Record::Create('RT::Attachment=HASH(0x5664d40)', 'TransactionId',
252488, 'ContentType', 'application/vnd.ms-excel', 'ContentEnc
oding', 'base64', 'Parent', 185867, ...) called at
/usr/share/request-tracker3.8/lib/RT/Attachment_Overlay.pm line 178
RT::Attachment::Create('RT::Attachment=HASH(0x5664d40)',
'TransactionId', 252488, 'Parent', 185867, 'Attachment',
'MIME::Entity=HASH(0x5743be8)') called at
/usr/share/request-tracker3.8/lib/RT/Attachment_Overlay.pm line 158
RT::Attachment::Create('RT::Attachment=HASH(0x54038a0)',
'TransactionId', 252488, 'Attachment', 'MIME::Entity=HASH(0x5041010)') called
at /usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm line 514
RT::Transaction::_Attach('RT::Transaction=HASH(0x54101e8)',
'MIME::Entity=HASH(0x5041010)') called at
/usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm line 154
RT::Transaction::Create('RT::Transaction=HASH(0x54101e8)', 'ObjectId',
13698, 'ObjectType', 'RT::Ticket', 'TimeTaken', '', 'Type', 'Correspond', ...)
called at /usr/share/request-tracker3.8/lib/RT/Record.pm line 1457
RT::Record::_NewTransaction('RT::Ticket=HASH(0x3f150b8)', 'Type',
'Correspond', 'Data', 'No Subject', 'TimeTaken', '', 'MIMEObj',
'MIME::Entity=HASH(0x5041010)', ...) called at
/usr/share/request-tracker3.8/lib/RT/Ticket_Overlay.pm line 2175
RT::Ticket::_RecordNote('RT::Ticket=HASH(0x3f150b8)', 'BccMessageTo',
'', 'CcMessageTo', '', 'NoteType', 'Correspond', 'TimeTaken', '', ...) called
at /usr/share/request-tracker3.8/lib/RT/Ticket_Overlay.pm line 2087
RT::Ticket::Correspond('RT::Ticket=HASH(0x3f150b8)', 'BccMessageTo',
'', 'CcMessageTo', '', 'MIMEObj', 'MIME::Entity=HASH(0x5041010)', 'TimeTaken',
'', ...) called at /usr/share/request-tracker3.8/lib/RT/Interface/Web.pm line
1147
HTML::Mason::Commands::ProcessUpdateMessage('ARGSRef',
Re: [rt-users] Too many tickets in queue?
On Wed, Apr 07, 2010 at 11:53:35AM -0400, Jesse Vincent wrote: The largest RT I know about does between 40,000 and 70,000 tickets per day. They do shred historical tickets, lest they end up with tens of millions of tickets per year in their production database. that's really big! I'm curious is it possible to know which version of RT, which kind of httpd/db/cgi-perl handler, how many servers? Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] On correspond send mail to requestor only if explicitly selected
You want to do the bulk of your messaging as comments, not correspondence. -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Reply from client not received by AdminCC
We have 3 persons on AdminCC. We client replies via email to the ticket, it will be received by the 3 persons' mailbox. This morning at around 5:00 AM, client replied, only 1 adminCC got the response. I tested 10:30 AM. All replies to RT are being received by 3 AdminCC. Is there time setting when the AdminCC will receive emails from RT? RT Version is 3.4.5 Thanks! Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Reply from client not received by AdminCC
Just an addition, I found this on RT log. It only send to 1 adminCC. RT usually send to 3 adminCCs or sometimes to 2 if, the other is the updating the ticket. Why does RT only send to 1? Time is 4 hour advanced on RT log. The actual time is Fri Apr 30 04:59:59 2010 [Fri Apr 30 08:59:59 2010] [info]: rt-3.4.5-30212-1272617998-981.16221-...@data1.echoworx.net sent To: Cc : Bcc: adm...@worx.com (/opt/rt3/lib/RT/Action/SendEmail.pm:297) On Fri, Apr 30, 2010 at 11:30 AM, rmp dmd rmp.dmd1...@gmail.com wrote: We have 3 persons on AdminCC. We client replies via email to the ticket, it will be received by the 3 persons' mailbox. This morning at around 5:00 AM, client replied, only 1 adminCC got the response. I tested 10:30 AM. All replies to RT are being received by 3 AdminCC. Is there time setting when the AdminCC will receive emails from RT? RT Version is 3.4.5 Thanks! Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] merge users(?)
Someone, please? TIA w_e who else wrote: Well, it seems it works. BUT: I worked it out this way: There is a scrip that can do this: http://wiki.bestpractical.com/view/AddRequestor You create a custom user field called othermail and populate it with the people you want to get the email. All, the other IBMers will be added as requestors whenever one of them requests. We've done this for some supervisors who want to keep an eye on all calls made by their staff. Unfortunately this only works for ONE additional othermail but not two. It only accepts the first emailadress. Anybody out here, to point me in the right direction please, am not a programmer, so i'd appreciate your help. Thank you very much. w_e PS: Besides this it works like a charm ;-) -- View this message in context: http://old.nabble.com/merge-users%28-%29-tp28151060p28414178.html Sent from the Request Tracker - User mailing list archive at Nabble.com. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] merge users(?)
Bogey, Did you consider just making the extra Users Cc's on the Ticket? Then all you would have to do is make sure there was a notification scrip for Cc's on whatever. We have a scrip that will Add a Ticket CC for all Cc's on an email when a ticket is *created* *or* *on correspondence.* That way, you don't have to have a CF and monitor/maintain it. I think it simpler. Kenn LBNL On Fri, Apr 30, 2010 at 9:27 AM, who else bogey...@yahoo.com wrote: Someone, please? TIA w_e who else wrote: Well, it seems it works. BUT: I worked it out this way: There is a scrip that can do this: http://wiki.bestpractical.com/view/AddRequestor You create a custom user field called othermail and populate it with the people you want to get the email. All, the other IBMers will be added as requestors whenever one of them requests. We've done this for some supervisors who want to keep an eye on all calls made by their staff. Unfortunately this only works for ONE additional othermail but not two. It only accepts the first emailadress. Anybody out here, to point me in the right direction please, am not a programmer, so i'd appreciate your help. Thank you very much. w_e PS: Besides this it works like a charm ;-) -- View this message in context: http://old.nabble.com/merge-users%28-%29-tp28151060p28414178.html Sent from the Request Tracker - User mailing list archive at Nabble.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. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Reply from client not received by AdminCC
Are you sure the client retained the RT system email address in their reply, and didn't change that email to be your 1 AdminCc who got the reply? Does the ticket display page in RT show that an outgoing email was recorded to that 1 AdminCc? -Jodie On Fri, Apr 30, 2010 at 10:30 AM, rmp dmd rmp.dmd1...@gmail.com wrote: We have 3 persons on AdminCC. We client replies via email to the ticket, it will be received by the 3 persons' mailbox. This morning at around 5:00 AM, client replied, only 1 adminCC got the response. I tested 10:30 AM. All replies to RT are being received by 3 AdminCC. Is there time setting when the AdminCC will receive emails from RT? RT Version is 3.4.5 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] On Comment Notify AdminCcs as Comment Unless Resolved
Bill,
Why not just edit your resolved template to just include certain ticket
info and no comments?
Kenn
LBNL
On Thu, Apr 29, 2010 at 7:59 PM, Bill Galeckas bil...@gmail.com wrote:
Hello,
I've been banging my head on this for days... searched the lists high and
low... and I finally give up.
Here's what I'm trying to do:
I'd like to have the final resolve comment not be sent out. However, I
don't want to break the built-in functionality of the On Comment Notify
AdminCcs as Comment.
Basically, I need a On Comment Notify AdminCcs as Comment Unless
Resolved.
I have two custom scrips that will notify the Owner and Requestor already.
(I use the method shown here:
http://www.gossamer-threads.com/lists/rt/users/68726#68726 to pull the
final comment into the email to the Requestor.)
I know this is probably just a matter of setting a custom condition... but
I just can't seem to get the syntax right! (I've tried pretty much every
combination I can think of, using this:
http://wiki.bestpractical.com/view/CustomConditionSnippets and RT
Essentials as a guide.) I feel like I'm close... but I'm just missing that
one little thing...
My best guess:
Description: On Comment Notify AdminCcs as Comment Unless Resolved
Condition: User Defined
Action:Notify AdminCcs as Comment
Template: Global Template: Admin Comment
Stage: TransactionCreate
Custom Condition:
if ( $self-TransactionObj-Type eq Comment
$self-TransactionObj-Field eq Status
$self-TransactionObj-NewValue eq resolved )
{
return 0;
} else {
return 1;
}
Oh, mighty RT guru's... can someone help a guy out?
Thanks,
Bill
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] On Comment Notify AdminCcs as Comment Unless Resolved
A blank/null template will have the effect of no email being sent. -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
