Re: [rt-users] Ticket could not be created due to an internal error
Yes I have and I do not see errors in the Apache, Postfix, MySQL, or RT logs. The only error I receive is when I try to send an email to the appropriate email address and I get the bounce back error. Jason On 10/21/2010 12:15 AM, Ruslan Zakirov wrote: 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 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=r...@rt.millbrookprinting.com, 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
Re: [rt-users] RT plugin
Hi, You may have a look to http://wiki.bestpractical.com/view/Customizing in order to customize RT cleanly. You will find much valuable informations in this Wiki. the mailing-list archive is pretty interesting too : http://www.gossamer-threads.com/lists/rt/users/ Regards --- Robert GRASSO System engineer CEDRAT S.A. 15 Chemin de Malacher - Inovallée - 38246 MEYLAN cedex - FRANCE Phone: +33 (0)4 76 90 50 45 - Fax: +33 (0)4 56 38 08 30 mailto:robert.gra...@cedrat.com - http://www.cedrat.com -Message d'origine- De : rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] De la part de Vitaly Tskhovrebov Envoyé : 20 octobre 2010 09:58 À : rt-users@lists.bestpractical.com Objet : [rt-users] RT plugin Hi. Ive 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(). Ive 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 Workflow and queue management
Hi All, I have a quick question about rt workflows. As an example. I've created a queue 'Instalation' and created Custom Fields for Rack, Power, DNS. When a new ticket is created in Installation, Sub tickets are created each for Rack, DNS, etc. The workflow would be for a generic 'Server install'. My problem at the moment is what if I want a different type of Installation, lets say PC install -- This would in the same queue but would require a different set of Custom Fields, OS Type, Username, Desk Number for example. Or Telephone Install. The list goes on. So my question... Is there any way to hide/show certain custom fields based on the type of request being created in the Installation queue. Regards S
Re: [rt-users] exclamation point on email reports
It is using subscription to dashboards under Tools. And sent out using sendmail. The weird thing is you can display the dashboard results via the web and it looks fine. Only when a copy of the report is sent to you via email and you look at the report does it have that odd ! (exclamation point) there. Its not a big deal but curious what it could be causing it. It's only this particular query that has this odd behavior, the rest of the queries/reports are fine. -psminusauxf Ruslan Zakirov-2 wrote: Any details on how this report is generated and send out of rt? Regards, Ruslan. From phone. 2010 10 19 19:31 пользователь psminusauxf psminusa...@gmail.com написал: Hi.. I have a report that gets generated daily and when RT emails me the report the subject comes out slight different, it inserts an exclamation point in the subject field: ALL_MANAGER_REVIEW_RESOLV! ED The actual report title is: ALL_MANAGER_REVIEW_RESOLVED Anyone have a clue would could be causing this? -psminusauxf -- View this message in context: http://old.nabble.com/exclamation-point-on-email-reports-tp30001441p30001441.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- View this message in context: http://old.nabble.com/exclamation-point-on-email-reports-tp30001441p30020497.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
[rt-users] Asset Tracker 1.2.3 - Bulk loading assets?
Hello. Is there a way to bulk load assets (i.e. from a comma-delimited file) into Asset Tracker? Thanks. RT 3.8.8, RTFM 2.4.1, Asset Tracker 1.2.3 -Jeff
[rt-users] AdminCC for queues not to get notified after ticket has owner
I can seem to find the right way to accomplish this: I have my groups as adminCCs for their respective queues so that they get notified when tickets get created which is working great, however once a tech picks up a ticket I do not want everyone getting notified on ticket correspondence, I see that I can delete that global Scrip but that seems a bit drastic. Is there a better way? TIA, Steve
Re: [rt-users] AdminCC for queues not to get notified after ticket has owner
Steve, Modify the scrip as to who gets the notification. Kenn LBNL On Thu, Oct 21, 2010 at 9:49 AM, Steve O'Brien steve.obr...@hdesd.orgwrote: I can seem to find the right way to accomplish this: I have my groups as adminCCs for their respective queues so that they get notified when tickets get created which is working great, however once a tech picks up a ticket I do not want everyone getting notified on ticket correspondence, I see that I can delete that global Scrip but that seems a bit drastic. Is there a better way? TIA, Steve
Re: [rt-users] RT Workflow and queue management
Bob, I'm not clear on exactly what you're looking for in terms of workflow, but you could create a Custom Field and link those values to the category of some other Custom Fields and that would limit what they see, to a degree. Perhaps you can live with that? Kenn LBNL On Thu, Oct 21, 2010 at 6:49 AM, bob bob spenny...@googlemail.com wrote: Hi All, I have a quick question about rt workflows. As an example. I've created a queue 'Instalation' and created Custom Fields for Rack, Power, DNS. When a new ticket is created in Installation, Sub tickets are created each for Rack, DNS, etc. The workflow would be for a generic 'Server install'. My problem at the moment is what if I want a different type of Installation, lets say PC install -- This would in the same queue but would require a different set of Custom Fields, OS Type, Username, Desk Number for example. Or Telephone Install. The list goes on. So my question... Is there any way to hide/show certain custom fields based on the type of request being created in the Installation queue. Regards S
[rt-users] How do I change the default action
How do I change the default action on resolve to reply to requestor from Comments not sent to requestor TO reply to requestor? I made a scrip that is supposed to on resolve send an email to the requestor but that only works if the ticket owner changes the drop down. We always strive to have comments on resolve so this would save us all a step. Thanks Janet -- Janet Bass Unix System Administration Manufacturing Engineering Laboratory 304/Room 12 100 Bureau Dr Mailstop 8203 Gaithersburg, MD 20899-8203 EMAIL: jb...@nist.gov PHONE: 301-975-8425
Re: [rt-users] How do I change the default action
Hi Janet, See http://wiki.bestpractical.com/view/ResolveSendsReply Cheers, Paul On 10/21/2010 11:07 AM, Bass, Janet E. wrote: How do I change the default action on resolve to reply to requestor from Comments not sent to requestor TO reply to requestor? I made a scrip that is supposed to on resolve send an email to the requestor but that only works if the ticket owner changes the drop down. We always strive to have comments on resolve so this would save us all a step. Thanks Janet -- Janet Bass Unix System Administration Manufacturing Engineering Laboratory 304/Room 12 100 Bureau Dr Mailstop 8203 Gaithersburg, MD 20899-8203 EMAIL: jb...@nist.gov PHONE: 301-975-8425
Re: [rt-users] How do I change the default action
Janet,
we do it by including comments in the template. Below is our resolved
template:
===
Subject: Request Titled: {$Ticket-Subject} has been Resolved!
This ticket has been resolved. DO NOT REPLY to this message!
-
TICKET INFORMATION:
Queue : {$Ticket-QueueObj-Name}
Number : {$Ticket-Id}
Subject: {$Ticket-Subject}
Requestor : {$Ticket-Requestors-UserMembersObj-First-Name}
Created by: {$Ticket-CreatorObj-Name}
Created on: {substr($Ticket-Created, 0, 10)}
Owned by: {$Ticket-OwnerObj-Name}
Development Started: {substr($Ticket-Started, 0, 10)}
Work Completed on: {$Ticket-FirstCustomFieldValue('Work-Completed Date')}
QA Approved on: {substr($Ticket-FirstCustomFieldValue('QA Approval Date'),
0, 10)}
QA Approved by: {$Ticket-FirstCustomFieldValue('QA Approver')}
Migrated on: {substr($Ticket-Resolved, 0, 10)}
Migrated by: {$Ticket-FirstCustomFieldValue('Migrator')}
-
Resolution comment:
{
my $Resolution_Comment;
my $Transactions;
my $CommentObj;
$Transactions = $Ticket-Transactions;
$Transactions-Limit( FIELD = 'Type', VALUE = 'Comment' );
$Transactions-OrderByCols(
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
$CommentObj = $Transactions-First;
if ($CommentObj $CommentObj-id)
{
$Resolution_Comment = $CommentObj-Content;
}
else
{
$Resolution_Comment = No comment.
}
return $Resolution_Comment;
}
-
To view ticket information, click the URL below:
{$RT::WebURL}Ticket/Display.html?id={$Ticket-id}
==
Hope this helps.
Kenn
LBNL
On Thu, Oct 21, 2010 at 11:16 AM, Paul paul.crove...@gmail.com wrote:
Hi Janet,
See http://wiki.bestpractical.com/view/ResolveSendsReply
Cheers,
Paul
On 10/21/2010 11:07 AM, Bass, Janet E. wrote:
How do I change the default action on resolve to reply to requestor from
Comments not sent to requestor TO reply to requestor?
I made a scrip that is supposed to on resolve send an email to the
requestor but that only works if the ticket owner changes the drop down. We
always strive to have comments on resolve so this would save us all a step.
Thanks
Janet
--
Janet Bass
Unix System Administration
Manufacturing Engineering Laboratory
304/Room 12
100 Bureau Dr
Mailstop 8203
Gaithersburg, MD 20899-8203
EMAIL: jb...@nist.gov
PHONE: 301-975-8425
[rt-users] dont reopen
Hi all I'm using RT 3.8.8 On reply RT reopen the ticket. I would like to known if it's possible to make RT don't reopen a resolved ticket but send a message Many people don't known the «compose» button and only known «reply» button, so I've some ticket live for ever... Regards. JAS -- Albert SHIH DIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex Téléphone : 01 45 07 76 26/06 86 69 95 71 Heure local/Local time: jeu 21 oct 2010 22:09:55 CEST
[rt-users] Search Words for Custom Field Variable in Email
I have the feeling I'm searching using the wrong word(s). Please give me the 'buzz' words to search this list for 'how to write the code(?) in an email that will be replaced by the contents of a Custom Field'. I have a custom field 'Full Name' in my tickets. I wish the contents of that field to be placed after 'Dear' in email correspondence (while I'm in the ticket) so instead of Dear Subscriber (generic as heck) it will be Dear Wayne Glumpy. 'mail merge'? 'customfield variable'? Verne Baxter RT v3.8.2 on Fedora This communication (including any attachments) contains information which may be confidential and privileged. Unless you are the addressee (or authorized to receive messages for the addressee), you may not use, copy or disclose to anyone the message or any information contained in the communication. If you have received the communication in error, please advise the sender by reply e-mail and delete the communication. Nothing in this communication should be interpreted as a digital or electronic signature that can be used to authenticate a contract or other legal document.
Re: [rt-users] dont reopen
--- On Thu, 10/21/10, Albert Shih albert.s...@obspm.fr wrote: Hi all I'm using RT 3.8.8 On reply RT reopen the ticket. I would like to known if it's possible to make RT don't reopen a resolved ticket but send a message Many people don't known the «compose» button and only known «reply» button, so I've some ticket live for ever... Regards. JAS -- Albert SHIH Albert: There should be a global script: On Correspond Open Ticket, by default. If this is removed, RT will not open the ticket (I think). If you delete that scrip, it should leave the ticket closed but still send the correspondence to the user (and the admins, depending on how you have everything set).
[rt-users] On Create Auto Respond selectively?
When using RT 3.8.8, is it possible to have a scrip which will auto respond to the requestor only if the requestor is from a certain domain? ie: only send an Auto Respond (new ticket created) if the requestor is from foo.com?
[rt-users] Not changing LastUpdated with RT::Client::REST
All, Anyone know of a way to have edit's done with RT::Client::REST to not refresh LastUpdated? I would like the updated to be listed in History but not have it toggle the tickets LastUpdated time stamp. The tool I have written runs via cron and changes ticket priorities and sends reports via email based on certain ticket values. If it is easily doable I would like it to not update LastUpdated. Regards, Jason Maderios
Re: [rt-users] Search Words for Custom Field Variable in Email
Verne,
I always just do a Reply and make sure the only TO: address is RT.
Kenn
LBNL
On Thu, Oct 21, 2010 at 2:37 PM, Verne Baxter ver...@team.sti.net wrote:
Kenneth, That worked! On the doco's I found it showed
FirstCustomFieldValue(n) which I incorrectly took to signify a Number. I
know that the Scrips are numbered so thought there was some 'hidden' number
for each CustomField. Thank you. Uh, will this be sent to the group or
should I have did a Reply to All? I don't use lists very often (that will
change!). Verne
*From:* Kenneth Crocker [mailto:kfcroc...@lbl.gov]
*Sent:* Thursday, October 21, 2010 2:26 PM
*To:* Verne Baxter
*Subject:* Re: [rt-users] Search Words for Custom Field Variable in Email
Verne,
You should try creating a template for that. Below is an example:
To: {$Ticket-FirstCustomFieldValue('QA Approver')}...@your suffix
Subject: Request Titled: {$Ticket-Subject} is ready to begin QA Testing!
---
TICKET INFORMATION:
Queue : {$Ticket-QueueObj-Name}
Number : {$Ticket-Id}
Subject: {$Ticket-Subject}
In this template, I'm overriding the To: but I am getting the info from a
Custom Field and then adding my suffix.
You'll need to make changes to fit your situation. something like:
Dear {$Ticket-FirstCustomFieldValue('Full Name')},
Bla bla bla.
Make sure there is one blank line between your Subject line and your
body.
Hope this helps.
Kenn
LBNL
On Thu, Oct 21, 2010 at 1:52 PM, Verne Baxter ver...@team.sti.net wrote:
I have the feeling I'm searching using the wrong word(s). Please give me
the 'buzz' words to search this list for 'how to write the code(?) in an
email that will be replaced by the contents of a Custom Field'. I have a
custom field 'Full Name' in my tickets. I wish the contents of that field to
be placed after 'Dear' in email correspondence (while I'm in the ticket) so
instead of Dear Subscriber (generic as heck) it will be Dear Wayne Glumpy.
'mail merge'? 'customfield variable'?
Verne Baxter
RT v3.8.2 on Fedora
This communication (including any attachments) contains information which
may be confidential and privileged. Unless you are the addressee (or
authorized to receive messages for the addressee), you may not use, copy or
disclose to anyone the message or any information contained in the
communication. If you have received the communication in error, please
advise the sender by reply e-mail and delete the communication. Nothing in
this communication should be interpreted as a digital or electronic
signature that can be used to authenticate a contract or other legal
document.
--
This communication (including any attachments) contains information which
may be confidential and privileged. Unless you are the addressee (or
authorized to receive messages for the addressee), you may not use, copy or
disclose to anyone the message or any information contained in the
communication. If you have received the communication in error, please
advise the sender by reply e-mail and delete the communication. Nothing in
this communication should be interpreted as a digital or electronic
signature that can be used to authenticate a contract or other legal
document.
Re: [rt-users] exclamation point on email reports
Figured out what it was. There was a hidden an invisible character inside the query title, that was saved. I simply deleted the defective query and created a new one with the same title and query and it comes out fine now. -psminusauxf On Thu, Oct 21, 2010 at 8:14 AM, psminusauxf psminusa...@gmail.com wrote: It is using subscription to dashboards under Tools. And sent out using sendmail. The weird thing is you can display the dashboard results via the web and it looks fine. Only when a copy of the report is sent to you via email and you look at the report does it have that odd ! (exclamation point) there. Its not a big deal but curious what it could be causing it. It's only this particular query that has this odd behavior, the rest of the queries/reports are fine. -psminusauxf Ruslan Zakirov-2 wrote: Any details on how this report is generated and send out of rt? Regards, Ruslan. From phone. 2010 10 19 19:31 пользователь psminusauxf psminusa...@gmail.com написал: Hi.. I have a report that gets generated daily and when RT emails me the report the subject comes out slight different, it inserts an exclamation point in the subject field: ALL_MANAGER_REVIEW_RESOLV! ED The actual report title is: ALL_MANAGER_REVIEW_RESOLVED Anyone have a clue would could be causing this? -psminusauxf -- View this message in context: http://old.nabble.com/exclamation-point-on-email-reports-tp30001441p30001441.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- View this message in context: http://old.nabble.com/exclamation-point-on-email-reports-tp30001441p30020497.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
