Re: [rt-users] Ticket could not be created due to an internal error

[Ruslan Zakirov]

Hello Jason,

Have you checked apache logs? We don't know how logging is configured
in your RT instance.

On Wed, Oct 20, 2010 at 5:13 PM, Jason Brown
 wrote:
> I recently had a server crash and I am reinstalling RT from scratch, the
> version that was installed was 3.6.7.  I installed that version on the new
> server and reimported the MySQL database, then upgraded RT to 3.8.8.
>  Everything seems to be working properly, I am able to login, create and
> resolve tickets through the web GUI, however if I try to send an email to
> the designated email address to create a ticket I receive a bounce back
> email message stating "Ticket could not be created due to an internal
> error."
>
> I do not see anything in the logs that would indicate errors.  When the
> server does recieve a message, this entry is created:
>  to=, relay=local, delay=0.39,
> delays=0.02/0.01/0/0.36, dsn=2.0.0, status=sent (delivered to command:
> /opt/rt3/bin/rt-mailgate --queue Incoming --action correspond --url
> http://rt.millbrookprinting.com/)
>
> The server is running:
> CentOS 5.5 (SELinux is disabled)
> Postfix
> MySQL
> Apache
>
> Thanks
>



-- 
Best regards, Ruslan.

[rt-users] cloning Queues

[Tom Lahti]

I tried the "CloneQueues" page on the wiki out on 3.8.8, which dies with an 
error about needing a package declared explicitly when actually trying to admin 
a queue.

Does anyone have a mod of this already that works in 3.8.x something, thereby 
preventing me from re-inventing the wheel?  Mine will squeak horribly, anyway…. 
(I've forgotten more perl than I remember since learning ruby)

--
Tom Lahti, SCMDBA, LPIC-1, CLA
BIT LLC
425-251-0833 x 117

Re: [rt-users] documentation patch for README doc

[Ruslan Zakirov]

Hello Aleksey,

On Thu, Oct 21, 2010 at 3:16 AM, Aleksey Tsalolikhin
 wrote:
> Hi.  Upgrading from RT 3.8.2 to 3.8.8 on CentOS 5.5.  Following the
> README and the UPGRADING docs, I ran "make upgrade" which died with:
>
>
> All dependencies have been found.
> /opt/local/bin/ginstall -c -m 0755 -o root -g www -d /opt/rt3/etc
> make: /opt/local/bin/ginstall: Command not found
> make: *** [config-install] Error 127
>
>
> I fixed this by running "./configure ; make upgrade".
>
> Suggest change of:
>
>     As a user with permission to install RT in your chosen installation
>     directory, type:
>
>       make upgrade
>
>     This will install new binaries, config files and libraries without
>     overwriting your RT database.

[snip]

It's step 7 you're quoting above. Nothing in the doc says you should
skip steps 1 through 5 on upgrade, where step 2 is "./configure"ing.

> Best,
> Aleksey
>



-- 
Best regards, Ruslan.

Re: [rt-users] Ticket could not be created due to an internal error

[Kenneth Crocker]

Jason,

when we upgraded to 3.8.7 from 3.6.4 we noticed the Configuration settings
had some new ones and some changed format. Did you check those for email and
such?

Kenn
LBNL

On Wed, Oct 20, 2010 at 6:13 AM, Jason Brown <
jason.br...@millbrookprinting.com> wrote:

> I recently had a server crash and I am reinstalling RT from scratch, the
> version that was installed was 3.6.7.  I installed that version on the new
> server and reimported the MySQL database, then upgraded RT to 3.8.8.
>  Everything seems to be working properly, I am able to login, create and
> resolve tickets through the web GUI, however if I try to send an email to
> the designated email address to create a ticket I receive a bounce back
> email message stating "Ticket could not be created due to an internal
> error."
>
> I do not see anything in the logs that would indicate errors.  When the
> server does recieve a message, this entry is created:
>  to=, relay=local, delay=0.39,
> delays=0.02/0.01/0/0.36, dsn=2.0.0, status=sent (delivered to command:
> /opt/rt3/bin/rt-mailgate --queue Incoming --action correspond --url
> http://rt.millbrookprinting.com/)
>
> The server is running:
> CentOS 5.5 (SELinux is disabled)
> Postfix
> MySQL
> Apache
>
> Thanks
>

[rt-users] documentation patch for README doc

[Aleksey Tsalolikhin]

Hi.  Upgrading from RT 3.8.2 to 3.8.8 on CentOS 5.5.  Following the
README and the UPGRADING docs, I ran "make upgrade" which died with:


All dependencies have been found.
/opt/local/bin/ginstall -c -m 0755 -o root -g www -d /opt/rt3/etc
make: /opt/local/bin/ginstall: Command not found
make: *** [config-install] Error 127


I fixed this by running "./configure ; make upgrade".

Suggest change of:

 As a user with permission to install RT in your chosen installation
 directory, type:

   make upgrade

 This will install new binaries, config files and libraries without
 overwriting your RT database.

to

 As a user with permission to install RT in your chosen installation
 directory, type:

   ./configure
   make upgrade

 This will install new binaries, config files and libraries without
 overwriting your RT database.

Best,
Aleksey

Re: [rt-users] Question on whether or not this is possible

[Joe Landman]

On 10/20/2010 07:12 PM, Kenneth Crocker wrote:

Joe,

Actually, you might want to grant some rights globally that you want all
to do and wouldn't affect Queue access, like "ReplyToTicket" and
loading/saving searches.
I have a guideline for rights that we use for just such a thing. If
you're interested, I'll send it to you.


Hi Kenn

  Yes, I am interested.  Thanks!

Joe



Kenn
LBNL

On Wed, Oct 20, 2010 at 11:54 AM, Thomas Sibley mailto:t...@bestpractical.com>> wrote:

On 20 Oct 2010 14:23, Joe Landman wrote:
 >   So if user j...@xyz.com  wants to query the
database, they can do it,
 > only for the support queue, but not for the other queues?

Yes, you want to grant rights at the queue-level rather than the global
system level.  Go to Configuration > Queues > [Select a queue] > Modify
Group/User Rights.

Thomas





--
Joseph Landman, Ph.D
Founder and CEO
Scalable Informatics, Inc.
email: land...@scalableinformatics.com
web  : http://scalableinformatics.com
   http://scalableinformatics.com/jackrabbit
phone: +1 734 786 8423 x121
fax  : +1 866 888 3112
cell : +1 734 612 4615

Re: [rt-users] Question on whether or not this is possible

[Kenneth Crocker]

Joe,

Actually, you might want to grant some rights globally that you want all to
do and wouldn't affect Queue access, like "ReplyToTicket" and loading/saving
searches.
I have a guideline for rights that we use for just such a thing. If you're
interested, I'll send it to you.

Kenn
LBNL

On Wed, Oct 20, 2010 at 11:54 AM, Thomas Sibley wrote:

> On 20 Oct 2010 14:23, Joe Landman wrote:
> >   So if user j...@xyz.com wants to query the database, they can do it,
> > only for the support queue, but not for the other queues?
>
> Yes, you want to grant rights at the queue-level rather than the global
> system level.  Go to Configuration > Queues > [Select a queue] > Modify
> Group/User Rights.
>
> Thomas
>

Re: [rt-users] RT 3.8.8, RTFM 2.4.1, Asset Tracker 1.2.3

[Todd Chapman]

Jeff,

AT is currently undergoing development work to make it super easy to install
with RT 3.8 If you are interested in following developments you can track
the project in github.

http://github.com/chakatodd/rt-extension-assettracker

I'll be making a commit soon that should make it really easy to install.
This isn't an official release but it should be quite useable.

The solution to your current problem is to add the following to
./lib/RTx/AssetTracker/System.pm

sub ACLEquivalenceObjects {
   return ();
}

-Todd

On Wed, Oct 20, 2010 at 3:02 PM, Jeff Lucas  wrote:

>  Hello.
>
>
>
> Get the following when running “make install” for Asset Tracker…
>
>
>
> 
>
> Creating types...[Wed Oct 20 18:28:29 2010] [crit]: Can't locate object
> method "ACLEquivalenceObjects" via package "RTx::AssetTracker::System" at
> /apps/rt-3.8.8/lib/RT/Principal_Overlay.pm line 327,  line 78.
> (/apps/rt-3.8.8/lib/RT.pm:382)
>
> Can't locate object method "ACLEquivalenceObjects" via package
> "RTx::AssetTracker::System" at /apps/rt-3.8.8/lib/RT/Principal_Overlay.pm
> line 327,  line 78.
>
> make: *** [initdb] Error 255
>
>
>
> I found a few suggestions after Googling but nothing that helps. Any help
> would be greatly appreciated.
>
>
>
> Thanks.
>
> Jeff Lucas
>

Re: [rt-users] RT 3.8.8, RTFM 2.4.1, Asset Tracker 1.2.3

[Torsten Brumm]

Wait some days for New at.

Sent from my phone, sorry for all typo's.

Am 20.10.2010 um 21:02 schrieb "Jeff Lucas" :

> Hello.
> 
>  
> 
> Get the following when running “make install” for Asset Tracker…
> 
>  
> 
> 
> 
> Creating types...[Wed Oct 20 18:28:29 2010] [crit]: Can't locate object 
> method "ACLEquivalenceObjects" via package "RTx::AssetTracker::System" at 
> /apps/rt-3.8.8/lib/RT/Principal_Overlay.pm line 327,  line 78. 
> (/apps/rt-3.8.8/lib/RT.pm:382)
> 
> Can't locate object method "ACLEquivalenceObjects" via package 
> "RTx::AssetTracker::System" at /apps/rt-3.8.8/lib/RT/Principal_Overlay.pm 
> line 327,  line 78.
> 
> make: *** [initdb] Error 255
> 
>  
> 
> I found a few suggestions after Googling but nothing that helps. Any help 
> would be greatly appreciated.
> 
>  
> 
> Thanks.
> 
> Jeff Lucas

[rt-users] Need help with multiple approval groups

[kforbus]

Following the information found at
http://wiki.bestpractical.com/view/ApprovalCreation, I have a created a
queue called "Password Resets" and allow users to place tickets in that
queue.  An approval request is created in the ___Approvals queue when a new
ticket is created in the Password Resets queue.  From the Wiki I'm using
this code in a template for Password Resets:
 AdminCC: {
   my $group_name  = 'Group Name';
   my $groups  = RT::Groups->new( $RT::SystemUser );
   $groups->LimitToUserDefinedGroups();
   $groups->Limit(
 'FIELD'=> 'Name',
 'OPERATOR' => '=',
 'VALUE'=> $group_name );
   $groups->First->Id;
}

Everything is working fine.  If I change 'Group Name' in the above code to
the name of a group with approvers as members, then they get the email
notification and can approve or reject the request.  My question is what
changes to the above code can I make so that the AdminCC group gets assigned
based on the requestor's group membership.  Let's say I have Groups A, B,
and C and Approval Groups D, E, and F.  If a user who is a member of Group A
places a ticket in the Password Resets queue, I'd like only Approval group D
to get copied as AdminCC and be able to approve the ticket.  Does this make
sense?  Is it even feasible?  If not I could always create a different Reset
queue for each group and then just deal with that, but I'd like to avoid
that if possible.  

Thanks for any insight you might be able to add.  

-- 
View this message in context: 
http://old.nabble.com/Need-help-with-multiple-approval-groups-tp30012297p30012297.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

[rt-users] RT 3.8.8, RTFM 2.4.1, Asset Tracker 1.2.3

[Jeff Lucas]

Hello.

 

Get the following when running "make install" for Asset Tracker...

 



Creating types...[Wed Oct 20 18:28:29 2010] [crit]: Can't locate object
method "ACLEquivalenceObjects" via package "RTx::AssetTracker::System"
at /apps/rt-3.8.8/lib/RT/Principal_Overlay.pm line 327,  line
78. (/apps/rt-3.8.8/lib/RT.pm:382)

Can't locate object method "ACLEquivalenceObjects" via package
"RTx::AssetTracker::System" at
/apps/rt-3.8.8/lib/RT/Principal_Overlay.pm line 327,  line 78.

make: *** [initdb] Error 255

 

I found a few suggestions after Googling but nothing that helps. Any
help would be greatly appreciated.

 

Thanks.

Jeff Lucas

Re: [rt-users] Question on whether or not this is possible

[Thomas Sibley]

On 20 Oct 2010 14:23, Joe Landman wrote:
>   So if user j...@xyz.com wants to query the database, they can do it,
> only for the support queue, but not for the other queues?

Yes, you want to grant rights at the queue-level rather than the global
system level.  Go to Configuration > Queues > [Select a queue] > Modify
Group/User Rights.

Thomas

[rt-users] Question on whether or not this is possible

[Joe Landman]

Hi folks

  We are using RT internally for issue tracking, and starting to use it 
for more workflow type things.


  At the same time, I am thinking we might want to use it for customer 
facing interfaces to bugs (ala web page).  But we want to keep the 
customer bits and the internal workflow bits separate.  Is it possible 
to create users that can only see some things on specific queues, but 
have no rights to other queues?


  So if user j...@xyz.com wants to query the database, they can do it, 
only for the support queue, but not for the other queues?


  Or do we need to set up a separate RT system for the non-support 
workflow bits, and not provide customer access to the workflow system?


  Thanks!

Joe
--
Joseph Landman, Ph.D
Founder and CEO
Scalable Informatics Inc.
email: land...@scalableinformatics.com
web  : http://scalableinformatics.com
   http://scalableinformatics.com/jackrabbit
phone: +1 734 786 8423 x121
fax  : +1 866 888 3112
cell : +1 734 612 4615

Re: [rt-users] Stripping Confidentiality and other stuff from emailed tickets, comments, correspondence

[Ruslan Zakirov]

Hi Josh,

On Wed, Oct 20, 2010 at 5:25 PM, Josh Narins  wrote:
>
> I've looked into MailPlugins, but unless I'm reading the wrong section of the 
> documentation, they are for auth/authz aspects of mail, and not for rewriting 
> the content of the mail to, as I plan, remove redundant confidentiality 
> agreements and signatures.

A mail plugin has access to MIME entity and can do with it whatever
you like. Just return the same auth level and current user and RT will
continue to process the message. I do believe it's right place to do
it even if API is not quite obviouse for this purpose. Old design that
is there since RT 3.0 and screams for major refactoring.

> I've been looking in RT::EmailParser and I see a _ParseMIMEEntity function 
> which calls a handy-sounding _PostProcessNewEntity but I don't see any hooks 
> in there for the casual user, so, either I need to wedge the code I need in 
> there myself or need to be edjumakayted about where I should be looking.

If you enable GPG/SMIME then email is not fully processed at first and
I think those functions are called for this case and you wouldn't be
able to access decoded bodies.

> Josh Narins

--
Best regards, Ruslan.

Re: [rt-users] Summary Searches

[Jason Ledford]

Sorry it took me so long to get back to this.  This is almost exactly what I am 
looking for.  I would like what this provides, but be able to filter it down to 
specific people.  That way certain groups can see just the people in that 
group, and not the entire system.  I am looking specifically at the 
OwnerSummary.  Can that be modified to fit my needs, or is there a GroupBy 
function that can be used in the ticketsql?

Thanks.

From: Torsten Brumm [mailto:torsten.br...@googlemail.com]
Sent: Monday, October 11, 2010 11:17 AM
To: Jason Ledford
Cc: RT-Users@lists.bestpractical.com
Subject: Re: [rt-users] Summary Searches

Have a Look in Cpan for summarybyowner from ruslan, think thats what You're 
Looking for.

Von meinem iPhone gesendet

Am 11.10.2010 um 17:08 schrieb Jason Ledford 
mailto:jledf...@biltmore.com>>:
I have searched the wiki and mailing list and can’t find my answer, so if its 
there feel free to point me in that direction.  I want to setup a search 
similar to the quicksearch, where I get (for example) the users I am concerned 
with seeing, and then across the top the same new open and stalled with summary 
numbers below.   That way each manager can easily see statistics on their 
reports without having to see the detail of each call.

I have created a search for these users and get get the search to work, but 
can’t figure out how to do the grouping to get summary numbers.  Help is 
appreciated.

Thanks.



RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Can watcher notifications use a different template?

[Joe Harris]

You may want to look into the commandbyemail plugin. We use it a lot. Watchers 
just reply to the ticket and add:
Owner: j_harris
At the top and it changes the owner and notifies the watchers (and the 
requestors). 


Sent from blackberry

-Original Message-
From: Howard Jones 
Sender: rt-users-boun...@lists.bestpractical.com
Date: Wed, 20 Oct 2010 17:27:51 
To: 
Subject: [rt-users] Can watcher notifications use a different template?

 I'm looking to tweak our internal RT process so that internal users can
'claim' a ticket directly from the e-mail notification, to avoid having
two people working on one issue (we have a group of people who are all
watchers on the General queue, and those people generally work from
their inbox).

To do that, I want to:
1) Add a new action, Claim, that will do the same as Take, but only if
the ticket is not owned and otherwise tell the claiming user that Joe is
already dealing with it.
2) Add a link to Claim in the Watcher mail so that people can 'get a
lock' on a ticket before investigating and replying.

I think I can manage 1 with no problem, but I don't follow where I can
create a template that is used specifically for 'Watcher-notification'
e-mails. Is this possible? Is it actually a different template than the
one used for normal transactions? (or can it be?)

I guess the alternative is to effectively duplicate part of the Watcher
functionality with a scrip that uses OnCreate and Notify Other
Recipients, but that seems a bit clunky.

Does any of this make any sense? Is there a better way to do it?

Thanks for any insight,

Howie

Re: [rt-users] Can watcher notifications use a different template?

[Kris Germann]

Howard,

 I'm looking to tweak our internal RT process so that internal users can
'claim' a ticket directly from the e-mail notification, to avoid having
two people working on one issue (we have a group of people who are all
watchers on the General queue, and those people generally work from
their inbox).


I'd look at CommandByMail plugin, it's pretty useful for what you're 
saying - However can be malicious if misused or mis-configured


To do that, I want to:
1) Add a new action, Claim, that will do the same as Take, but only if
the ticket is not owned and otherwise tell the claiming user that Joe is
already dealing with it.
2) Add a link to Claim in the Watcher mail so that people can 'get a
lock' on a ticket before investigating and replying.


1) Claim > You can set CommandByMail to 'Steal' the ticket based on the 
condition that Owner! = 'Nobody' and if Owner = 'Nobody', it would 
return a template for the 'Steal' rejection - This may require a scrip...


 the ! = isn't

2) 'Get a lock' > I'm assuming you mean 'Take' which is answer in #1 above.

I think I can manage 1 with no problem, but I don't follow where I can
create a template that is used specifically for 'Watcher-notification'
e-mails. Is this possible? Is it actually a different template than the
one used for normal transactions? (or can it be?)
I guess the alternative is to effectively duplicate part of the Watcher
functionality with a scrip that uses OnCreate and Notify Other
Recipients, but that seems a bit clunky.

I'll let someone else answer that...

Kris

Fibernetics Corp
605 Boxwood Drive
Cambridge, ON N3E1A5

On 10/20/2010 12:27 PM, Howard Jones wrote:

  I'm looking to tweak our internal RT process so that internal users can
'claim' a ticket directly from the e-mail notification, to avoid having
two people working on one issue (we have a group of people who are all
watchers on the General queue, and those people generally work from
their inbox).

To do that, I want to:
1) Add a new action, Claim, that will do the same as Take, but only if
the ticket is not owned and otherwise tell the claiming user that Joe is
already dealing with it.
2) Add a link to Claim in the Watcher mail so that people can 'get a
lock' on a ticket before investigating and replying.

I think I can manage 1 with no problem, but I don't follow where I can
create a template that is used specifically for 'Watcher-notification'
e-mails. Is this possible? Is it actually a different template than the
one used for normal transactions? (or can it be?)

I guess the alternative is to effectively duplicate part of the Watcher
functionality with a scrip that uses OnCreate and Notify Other
Recipients, but that seems a bit clunky.

Does any of this make any sense? Is there a better way to do it?

Thanks for any insight,

Howie

[rt-users] Can watcher notifications use a different template?

[Howard Jones]

 I'm looking to tweak our internal RT process so that internal users can
'claim' a ticket directly from the e-mail notification, to avoid having
two people working on one issue (we have a group of people who are all
watchers on the General queue, and those people generally work from
their inbox).

To do that, I want to:
1) Add a new action, Claim, that will do the same as Take, but only if
the ticket is not owned and otherwise tell the claiming user that Joe is
already dealing with it.
2) Add a link to Claim in the Watcher mail so that people can 'get a
lock' on a ticket before investigating and replying.

I think I can manage 1 with no problem, but I don't follow where I can
create a template that is used specifically for 'Watcher-notification'
e-mails. Is this possible? Is it actually a different template than the
one used for normal transactions? (or can it be?)

I guess the alternative is to effectively duplicate part of the Watcher
functionality with a scrip that uses OnCreate and Notify Other
Recipients, but that seems a bit clunky.

Does any of this make any sense? Is there a better way to do it?

Thanks for any insight,

Howie

[rt-users] IE Hangs loading background-gradient.png in 3.8.8

[Steve O'Brien]

Hello All,
Just upgraded to 3.8.8 and it works great in Firefox, but the page load hangs 
on background-gradient.png in Internet Explorer 8, if I reload the page it 
comes up fine.

Anyone else seen this?

TIA,
Steve

[rt-users] Prevent Requestors from setting the 'approval' ticket to status 'Resolve'

[Ahmed, Mohammed Naweed (LNG-BCT)]

 

I have setup the approval work flow and it is working great expect for
one problem, when I am creating and ticket, I can see the approval
ticket in the links and I can open it too. The problem now is I can set
to 'Resolve' by clicking on the status links. Even though I am neither
the owner of the 'Approval' ticket or has any rights on the ___Approval
Queue.

 

 

Can some body please explain me how to prevent the requestors from
setting the Approval tickets status to 'Resolve'?

 

Thanks

Naweed 

 




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responsible for delivering it to the intended recipient, you are
hereby notified that you have received this document in error and
that any review, dissemination, distribution, or copying of this
message is strictly prohibited. If you have received this
communication in error, please notify us immediately by e-mail, and
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Re: [rt-users] Stripping Confidentiality and other stuff from emailed tickets, comments, correspondence

[Josh Narins]

I've looked into MailPlugins, but unless I'm reading the wrong section of the 
documentation, they are for auth/authz aspects of mail, and not for rewriting 
the content of the mail to, as I plan, remove redundant confidentiality 
agreements and signatures.

I've been looking in RT::EmailParser and I see a _ParseMIMEEntity function 
which calls a handy-sounding _PostProcessNewEntity but I don't see any hooks in 
there for the casual user, so, either I need to wedge the code I need in there 
myself or need to be edjumakayted about where I should be looking.




Josh Narins

Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnar...@seniorbridge.com
seniorbridge.com

[http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif]
From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of 
Ruslan Zakirov
Sent: Thursday, October 07, 2010 9:39 AM
To: Josh Narins
Cc: Ruslan Zakirov; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Stripping Confidentiality and other stuff from emailed 
tickets, comments, correspondence


Then look into MailPlugins.

Regards, Ruslan. From phone.
2010 10 7 17:34 пользователь "Josh Narins" 
mailto:jnar...@seniorbridge.com>> написал:
> That may be true, but I know exactly how to do what I want in perl, but don't 
> know anything about how this would happen in postfix.
>
> Someone else, offlist, recommended postfix, but I tried a bunch of different 
> searches "postfix (remove|delete|strip) signature" and didn't find one 
> relevant link.
>
>
>
> Josh Narins
>
> Director of Application Development
> SeniorBridge
> 845 Third Ave
> 7th Floor
> New York, NY 10022
> Tel: (212) 994-6194
> Fax: (212) 994-4260
> Mobile: (917) 488-6248
> jnar...@seniorbridge.com
> seniorbridge.com
>
> [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif]
> From: ruslan.zaki...@gmail.com 
> [mailto:ruslan.zaki...@gmail.com] On Behalf 
> Of Ruslan Zakirov
> Sent: Thursday, October 07, 2010 9:33 AM
> To: Josh Narins
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Stripping Confidentiality and other stuff from 
> emailed tickets, comments, correspondence
>
>
> Hi.
>
> If you are talking about incoming mail then it's better to use external tool 
> before mailgate.
>
> If it's outgoing mail then first of all you have to figure out where you 
> insert that text.
>
> Regards, Ruslan. From phone.
> 2010 10 6 18:50 пользователь "Josh Narins" 
> mailto:jnar...@seniorbridge.com>>>
>  написал:
>> How can I do this?
>>
>> The company automatically puts a lot of information at the bottom of each 
>> email and between that and the commenting of the original message it gets to 
>> be quite excessive.
>>
>> I'm happy to modify RT's perl/Mason code directly, if that's what is 
>> required, as long someone tells me where.
>>
>> I figured it would be rt-mailgate, but I had no luck there.
>>
>> Thanks in advance,
>>
>>
>>
>> Josh Narins
>>
>> Director of Application Development
>> SeniorBridge
>> 845 Third Ave
>> 7th Floor
>> New York, NY 10022
>> Tel: (212) 994-6194
>> Fax: (212) 994-4260
>> Mobile: (917) 488-6248
>> jnar...@seniorbridge.com>
>> seniorbridge.com
>>
>> [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif]
>>
>> 
>> SeniorBridge Statement of Confidentiality: The contents of this email 
>> message are intended for the exclusive use of the addressee(s) and may 
>> contain confidential or privileged information. Any dissemination, 
>> distribution or copying of this email by an unintended or mistaken recipient 
>> is strictly prohibited. In said event, kindly reply to the sender and 
>> destroy all entries of this message and any attachments from your system. 
>> Thank you.

[rt-users] Ticket could not be created due to an internal error

[Jason Brown]

I recently had a server crash and I am reinstalling RT from scratch, the 
version that was installed was 3.6.7.  I installed that version on the 
new server and reimported the MySQL database, then upgraded RT to 3.8.8. 
 Everything seems to be working properly, I am able to login, create 
and resolve tickets through the web GUI, however if I try to send an 
email to the designated email address to create a ticket I receive a 
bounce back email message stating "Ticket could not be created due to an 
internal error."


I do not see anything in the logs that would indicate errors.  When the 
server does recieve a message, this entry is created:
 to=, relay=local, delay=0.39, 
delays=0.02/0.01/0/0.36, dsn=2.0.0, status=sent (delivered to command: 
/opt/rt3/bin/rt-mailgate --queue Incoming --action correspond --url 
http://rt.millbrookprinting.com/)


The server is running:
CentOS 5.5 (SELinux is disabled)
Postfix
MySQL
Apache

Thanks

[rt-users] Change RTFM

[Max McGrath]

Hi All -

Looking to change the RTFM acronym to FAQ.  I found the following article:

http://wiki.bestpractical.com/view/RenameRTFM

but don't quite know how to
go about executing it.

We are running RT 3.8.8 on Ubuntu 10.04.

Thanks!

Max
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgr...@carthage.edu

Re: [rt-users] RT plugin

[Mathieu Longtin]

Looking at RTx-EmailCompletion, they include extra Javascript with a
callback file:

local/plugins/RTx-EmailCompletion/html/Callbacks/RTx-EmailCompletion/Elements/Header/Head

That gets included in all headers.

--
Mathieu Longtin
1-514-803-8977


On Wed, Oct 20, 2010 at 3:57 AM, Vitaly Tskhovrebov <
vitaly.tskhovre...@exigenservices.com> wrote:

> Hi.
>
>
>
> I’ve created additional functionality to the web interface, but to
> implement it, I have to add one Javascript file to Ticket.html and register
> one function to execute onload(). I’ve did it manually, but it seems to be
> an ugly hack.
>
>
>
> How do I create an installable plugin to handle situation correctly?
>
>
>
> Thanks, Vitaly.
>

[rt-users] RT plugin

[Vitaly Tskhovrebov]

Hi.

I've created additional functionality to the web interface, but to implement 
it, I have to add one Javascript file to Ticket.html and register one function 
to execute onload(). I've did it manually, but it seems to be an ugly hack.

How do I create an installable plugin to handle situation correctly?

Thanks, Vitaly.