[rt-users] Dis-allowing ticket Comment

2010-11-02 Thread Michael P. Carel
Hi to all;

I'm trying to configure RT to avoid ticket owner to use Comment instead of 
Reply. I already set a policy and removed Comment on Ticket in the Group 
Policy but still the ticket owner can Comment on Ticket. Is there anything I 
need to removed other that that.

Thanks,

Mike


  


[rt-users] Setting up RT:Extension::SLA 0.03 to work with RT 3.8.7

2010-11-02 Thread Rithy R

Dear RT Community,
Anyone could provide best practice on how to setup RT:Extension::SLA 0.03 with 
RT 3.8.7 on Ubuntu 10.10? I do appreciate your help if any.
Regards,Rithy
  

Re: [rt-users] migrating mysql rt-3.6.3 db to new instance rt-3.8.8

2010-11-02 Thread o . nash

Kevin,
thanks very much I eventually got it to start without errors.
I deleted 2 scrips that looked like the ones that we modified back in 
2007.

| 15 | no-autoreply  |  1 |  17 |
| 16 | autoreply with pw |  1 |   0 |

it still failed but then I re-ran
etc/upgrade/upgrade-mysql-schema.pl rt3 root 'PASSWORD'  3.8queries.sql
and applied the result
Then apache started fine.

So progress
thanks again.
Olly

On Sun, 31 Oct 2010, Kevin Falcone wrote:


On Sun, Oct 31, 2010 at 02:08:41PM +, o.n...@cs.ucc.ie wrote:

With slightly different errors:
[error] Require of RT::Action:: failed.\nCan't locate RT/Action/.pm
in @INC (@INC contains: /opt/rt3/bin/../local/lib
/opt/rt3/bin/../lib /etc/perl /usr/local/lib/perl/5.10.1
/usr/local/share/perl/5.10.1 /usr/lib/perl5 /usr/share/perl5
/usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .
/usr/local/apache2) at (eval 1318) line 3.\n\nCompilation failed in
require at (eval 2) line 1.\n
[Sun Oct 31 13:44:09 2010] [error] Can't load Perl file:
/opt/rt3/bin/webmux.pl for server 192.168.0.7:80, exiting...



Go back to your 3.6 instance and find the Scrip where you set an empty
Action and instead either delete that Scrip or pick a proper Action.

Then rerun the conversion

-kevin



--
Oliver Nash
Computer Systems Support Group
Department of Computer Science
University College Cork
Ireland
EMAIL:o.n...@cs.ucc.ie
PHONE:+35321 4205898



Re: [rt-users] migrating mysql rt-3.6.3 db to new instance rt-3.8.8

2010-11-02 Thread Kevin Falcone
On Tue, Nov 02, 2010 at 10:27:04AM +, o.n...@cs.ucc.ie wrote:
 it still failed but then I re-ran
 etc/upgrade/upgrade-mysql-schema.pl rt3 root 'PASSWORD'  3.8queries.sql
 and applied the result

I didn't mean to imply that you should skip this step.
UPGRADING and UPGRADING.mysql should cover needing to run that step.

I was merely explaining the other error you had

-kevin


pgpvqhs67dN3E.pgp
Description: PGP signature


[rt-users] Create an attachment via template

2010-11-02 Thread Martin Drasar
Hi everyone,

is it somehow possible to create a text attachment from inside the
template? I would like to have some within the 'On Correspond Notify
Requestors and Ccs'.

And if it is not possible, is creating a custom action derived from the
RT::Action::SendMail my only option?

Thank you for your answers.

Regards,
Martin

-- 
Mgr. Martin Drasar   dra...@ics.muni.cz
CSIRT-MU, Network Security Department  http://www.muni.cz/csirt
Institute of Computer Science, Masaryk University, Brno, Czech Republic
   PGP Key ID: 0x944BC925


Re: [rt-users] Create an attachment via template

2010-11-02 Thread Ruslan Zakirov
Hi,

In theory it's possible to set content type to multipart/mixed and generate
text and attachment parts inside, but never tried that.

Subclassing action is a proper way.

Regards, Ruslan. From phone.
2010 11 2 18:09 пользователь Martin Drasar dra...@ics.muni.cz написал:
 Hi everyone,

 is it somehow possible to create a text attachment from inside the
 template? I would like to have some within the 'On Correspond Notify
 Requestors and Ccs'.

 And if it is not possible, is creating a custom action derived from the
 RT::Action::SendMail my only option?

 Thank you for your answers.

 Regards,
 Martin

 --
 Mgr. Martin Drasar dra...@ics.muni.cz
 CSIRT-MU, Network Security Department http://www.muni.cz/csirt
 Institute of Computer Science, Masaryk University, Brno, Czech Republic
 PGP Key ID: 0x944BC925


Re: [rt-users] Couldn't create a ticket group of type 'Requestor'

2010-11-02 Thread Fadel Kamreddine
An idea what is the issue?



Thanks!

Fadel



*From:* rt-users-boun...@lists.bestpractical.com [mailto:
rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
*Sent:* October 27, 2010 3:50 PM
*To:* rt-users@lists.bestpractical.com
*Subject:* Re: [rt-users] Couldn't create a ticket group of type 'Requestor'



Fadel,

You say you migrated the 3.6.4 database over. Did you run the UPGRADE to the
DataBase?

There are instructions on this in the README for the upgrade.

Kenn
LBNL

On Wed, Oct 27, 2010 at 11:10 AM, Fadel Kamreddine 
fadel.kamredd...@biond.net wrote:

Hi,

Current setting is RT 3.6.4 using Oracle 11gr1 and it's running fine.

We are migrating to RT 3.8.7  on a new server and new oracle version 11gr2

We installed RT 3.8.7 and copied all the RT schema to the new database
instance.

We did a test by using new RT version on existing 11gr1 database and it
worked fine - this proves that the RT installation is fine we presume.

We can login fine and browse through existing tickets, update existing
owned ticket
but having issues when we need to create , take/assign  a ticket and
we cant see the contents of a ticket when it's not assigned

Errors in rt log:



[Wed Oct 27 15:07:05 2010] [error]: Couldn't create a ticket group of type
'Requestor' for ticket 79713: Could not create group
(/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:989)

[Wed Oct 27 15:07:05 2010] [crit]: Couldn't create ticket groups for
ticket
79713. aborting Ticket creation.
(/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:509)

[Wed Oct 27 15:07:05 2010] [error]: WebRT: Ticket could not be created due
to an internal error (/opt/rt3/share/html/Elements/Error:82)


Any ideas?

Thanks!


[rt-users] RT acts as paging agent

2010-11-02 Thread Fadel Kamreddine
Hi there,

It’s a long shot… but it’s worth to ask if there is a way or a plug-in that
already exist that would implement a paging service, i.e. when a specific
ticket is created, send a notification to a handheld and repeat/escalate in
case the ticket is not taken



Thanks,

Fadel


Re: [rt-users] RT acts as paging agent

2010-11-02 Thread Ruslan Zakirov
Hi,

There is no such extension however if you have a command line tool for
paging then you can run it from a scrip and I saw it successfully used by a
customer.

Regards, Ruslan. From phone.
2010 11 2 21:41 пользователь Fadel Kamreddine fadel.kamredd...@biond.net
написал:
 Hi there,

 It’s a long shot… but it’s worth to ask if there is a way or a plug-in
that
 already exist that would implement a paging service, i.e. when a specific
 ticket is created, send a notification to a handheld and repeat/escalate
in
 case the ticket is not taken



 Thanks,

 Fadel


Re: [rt-users] Couldn't create a ticket group of type 'Requestor'

2010-11-02 Thread Ruslan Zakirov
Raise log level to debug and try again after server restart. But most
probably you failed to upgrade properly.

Regards, Ruslan. From phone.
2010 11 2 21:35 пользователь Fadel Kamreddine fadel.kamredd...@biond.net
написал:
 An idea what is the issue?



 Thanks!

 Fadel



 *From:* rt-users-boun...@lists.bestpractical.com [mailto:
 rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
 *Sent:* October 27, 2010 3:50 PM
 *To:* rt-users@lists.bestpractical.com
 *Subject:* Re: [rt-users] Couldn't create a ticket group of type
'Requestor'



 Fadel,

 You say you migrated the 3.6.4 database over. Did you run the UPGRADE to
the
 DataBase?

 There are instructions on this in the README for the upgrade.

 Kenn
 LBNL

 On Wed, Oct 27, 2010 at 11:10 AM, Fadel Kamreddine 
 fadel.kamredd...@biond.net wrote:

 Hi,

 Current setting is RT 3.6.4 using Oracle 11gr1 and it's running fine.

 We are migrating to RT 3.8.7 on a new server and new oracle version 11gr2

 We installed RT 3.8.7 and copied all the RT schema to the new database
 instance.

 We did a test by using new RT version on existing 11gr1 database and it
 worked fine - this proves that the RT installation is fine we presume.

 We can login fine and browse through existing tickets, update existing
 owned ticket
 but having issues when we need to create , take/assign a ticket and
 we cant see the contents of a ticket when it's not assigned

 Errors in rt log:



 [Wed Oct 27 15:07:05 2010] [error]: Couldn't create a ticket group of type
 'Requestor' for ticket 79713: Could not create group
 (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:989)

 [Wed Oct 27 15:07:05 2010] [crit]: Couldn't create ticket groups for
 ticket
 79713. aborting Ticket creation.
 (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:509)

 [Wed Oct 27 15:07:05 2010] [error]: WebRT: Ticket could not be created due
 to an internal error (/opt/rt3/share/html/Elements/Error:82)


 Any ideas?

 Thanks!


Re: [rt-users] rt_logins_email2ldap -h

2010-11-02 Thread Ruslan Zakirov
Use lib should include local lib path as well.

Regards, Ruslan. From phone.
2010 11 2 21:32 пользователь testwreq wreq testw...@gmail.com написал:
 I have RT 3.8.2; I have followed the wiki for external authentication.
Now,
 I am at the step where I have to clean the emal addresses for ldap
 usernames. the wiki for this is
 http://wiki.bestpractical.com/view/rt_logins_email2ldap

 I changed use lib in the code to use lib qw(/data/rt3/lib); All the
 external authentication modules are located in
 /data/rt3/local/plugins/RT-Authen-ExternalAuth
 folder.

 When I run ./rt_logins_email2ldap -h, I get errors as follows:
 Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains:
/data/rt3/lib
 /usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi
 /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl
 /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi
 /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl
 /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/5.8.8 .)
at
 /data/rt3/lib/RT.pm line 625.

 Can anyone assist on this issue?

 Thank you in advance .. sbu


[rt-users] Using 'local' - failing

2010-11-02 Thread Jeff Blaine

If I want to change the code in
share/html/Ticket/Elements/EditCustomFields by copying it to
a 'local' area, where would that be?

I have tried local/html/Ticket/Elements/EditCustomFields
(with Mason cache clear + restart) and the master copy
still seems to be chosen.


[rt-users] Create ticket via email fwd

2010-11-02 Thread Scott Benson
Is it possible to have a ticket created when I forward a personal email 
in to RT, but have it search for the

From: Joe Schmoe j...@schmoe.com

Set j...@schmoe.com as the requester, set the subject of the ticket to 
the original subject w/o the fwd?
Also possibly email the requester letting them know they should email 
into a certain email to request work be done.Not sure if this is a 
feature that is already implemented some where but I can't seem to find 
any information on it.


--
Scott



[rt-users] Frustrating attempts to install RT3.8 from RPM

2010-11-02 Thread Wes Modes
Hello, I have been struggling with attempts to install RT3.8 via RPMs.  

I know it is perfectly possible to install RT3.8 using the BP install
scripts and docs, but I'd prefer to do it through yum for system
sustainability, ease of updates and upgrades, etc.

These instructions show how to set up a local repo and install RT from a
bundle, but for version 3.6. 

*Installing RT 3.6.6 on Redhat Enterprise 5.x (using yum to install
from a bundle)*
http://wiki.bestpractical.com/view/Rhel5InstallGuide

(keep this link, because it is hard to find and all of the sometimes
contradictory RT docs look the same)

However there is a similar bundle for 3.8.7, so maybe that would work.

According to the install doc, we install a host of services first:

[r...@testbench1]# yum -y update

[r...@testbench1]# yum -y install httpd

[r...@testbench1]# yum -y install mysql mysql-server sendmail-cf

Start these services:

[r...@testbench1]# service mysqld start
Starting MySQL:[  OK  ]
[r...@testbench1]# service httpd start
Starting httpd:[  OK  ]
[r...@testbench1]# chkconfig httpd on
[r...@testbench1]# chkconfig mysqld on

The docs call for downloading this bundle: 

http://www.jwhite3.com/files/rt/rt-3.6.6-bundle.tar.gz

but we are going to be downloading the 3.8.7 bundle

[r...@testbench1]# cd
[r...@testbench1]# pwd
/root
[r...@testbench1]# mkdir rt3
[r...@testbench1]# cd rt3
[r...@testbench1]# wget http://www.jwhite3.com/files/rt/rt_3.8.7_bundle.zip
--2010-10-29 16:18:39--  http://www.jwhite3.com/files/rt/rt_3.8.7_bundle.zip
Resolving www.jwhite3.com http://www.jwhite3.com... 97.74.144.177
Connecting to www.jwhite3.com|97.74.144.177|:80... connected.
HTTP request sent, awaiting response... 200 OK
Length: 38577186 (37M) [application/zip]
Saving to: `rt_3.8.7_bundle.zip'

100%[] 38,577,186  4.87M/s   in 
7.8s

2010-10-29 16:18:47 (4.72 MB/s) - `rt_3.8.7_bundle.zip' saved 
[38577186/38577186]

Unpack:

[r...@testbench1]# unzip rt_3.8.7_bundle.zip  
Archive:  rt_3.8.7_bundle.zip
  inflating: install.sh  
  inflating: Modules.tar.gz  
  inflating: rt-3.8.7.tar.gz 
  inflating: rt.repo 
  inflating: rt_repo.tar.gz 

set up yum repo file:

[r...@testbench1]# ls
install.sh  rt_3.8.7_bundle.zip  rt.repo
Modules.tar.gz  rt-3.8.7.tar.gz  rt_repo.tar.gz

[r...@testbench1]# cp rt.repo  /etc/yum.repos.d/

[r...@testbench1]# vi /etc/yum.repos.d/rt.repo

[rt-387-local]
name=Request Tracker - $basearch
baseurl=file://opt/rt_repo/$basearch/
enabled=1
gpgcheck=0

[rt-387-noarch-local]
name=Request Tracker - noarch
baseurl=file://opt/rt_repo/noarch/
enabled=1
gpgcheck=0

Unpack the distro part and move it over to /opt where the yum file
expected it:

[r...@testbench1]# tar xfz rt_repo.tar.gz

[r...@testbench1]# mv rt_repo /opt
[r...@testbench1]# ls /opt/rt_repo/
i386  noarch  x86_64

Okay, let's see if that works:

[r...@testbench1]# yum clean all
Loaded plugins: rhnplugin, security
Cleaning up Everything

[r...@testbench1]# yum list rt3
Loaded plugins: rhnplugin, security
adobe-linux-i386   |  951 B 
00:00 
adobe-linux-i386/primary   |  12 kB 
00:00 
adobe-linux-i386
18/18
rhel-i386-server-5 | 1.4 kB 
00:00 
rhel-i386-server-5/primary | 3.0 MB 
00:00 
rhel-i386-server-5  
7696/7696
rhel-i386-server-vt-5  | 1.4 kB 
00:00 
rhel-i386-server-vt-5/primary  |  41 kB 
00:00 
rhel-i386-server-vt-5 
198/198
rhn-tools-rhel-i386-server-5   | 1.3 kB 
00:00 
rhn-tools-rhel-i386-server-5/primary   |  38 kB 
00:00 
rhn-tools-rhel-i386-server-5  
457/457
file://opt/rt_repo/i386/repodata/repomd.xml: 
http://opt/rt_repo/i386/repodata/repomd.xml: [Errno 5] OSError: [Errno 2] No 
such file or directory: '/rt_repo/i386/repodata/repomd.xml'
Trying other mirror.
Error: Cannot retrieve repository metadata (repomd.xml) for repository: 
rt-387-local. Please verify its path and try again

No clue what this means.  I checked the yum locations.  I checked the
xml metadata.  Couldn't see where this bad path was coming from.

Any suggestions for resolving this?

If I can't resolve this, I will just forget about RT3.8 and stick with
RT3.6 of which there is a well-behaved RPM already in the EPEL repo.

Wes


[rt-users] A Couple of Questions..

2010-11-02 Thread Robbie Lankford
My first question is on rt-mailgate --action and the different actions
available. I am just looking for further explanation of what these actions
do. Second, when I first setup request tracker I failed to change rt.support
to something custom and now I'm having a hard time finding where I can
change that. Any help?

This is from the rt-mailgate manual page:

  --action
  Specifies what happens to email sent to this alias.  The avaliable
basic actions are: correspond, comment.

  If you've set the RT configuration variable UnsafeEmailCommands,
take and resolve are also available.  You can execute two or more
actions on a
  single message using a - separated list.  RT will execute the
actions in the listed order.  For example you can use take-comment,
  correspond-resolve or take-comment-resolve as actions.

  Note that take and resolve actions ignore message text if used
alone.  Include a  comment or correspond action if you want RT to record
the
  incoming message.

  The default action is correspond.

Does anyone have any documentation off hand that explains in further detail
the differences between these actions? I have the RT Essentials book but it
doesn't say a lot about the different actions.


Re: [rt-users] Frustrating attempts to install RT3.8 from RPM

2010-11-02 Thread Paul
On 11/02/2010 02:19 PM, Wes Modes wrote:
 Hello, I have been struggling with attempts to install RT3.8 via RPMs.  
 
 I know it is perfectly possible to install RT3.8 using the BP install
 scripts and docs, but I'd prefer to do it through yum for system
 sustainability, ease of updates and upgrades, etc.
...
 
 If I can't resolve this, I will just forget about RT3.8 and stick with
 RT3.6 of which there is a well-behaved RPM already in the EPEL repo.
 
 Wes
 

I'm currently going through a RT move from freebsd to rhel5 (long story,
would rather stay with freebsd but don't have a choice here) and have
found all kinds of annoying difficulties with yum (or, rather, the
packages available.) When I realized that I was trying to stick with yum
for ease of upgrades when yum was preventing me from easily keeping up
to date, life got a lot easier.

In the end I just let cpan install what it could and used yum for the
things that gave me trouble in cpan. Using RT's configure and make
targets is a lot easier and much more maintainable than having to roll
my own rpm just to do it the yum way.

Being stuck with an old version of the software in the name of easy
upgrades didn't make sense to me.

Cheers,
Paul


[rt-users] RT::Authen::ExternalAuth and multiple LDAP servers

2010-11-02 Thread Nick Kartsioukas
We have RT set up to check 3 AD servers...the theory is that if one is
down, it will try the next one.  Unfortunately this does not seem to be
the case...if the first AD server isn't responding to LDAP queries, the
login just fails.  Attached is the section of our config file relating
to ExternalAuth.  Any ideas why it's failing after just one attempt, or
is that how the ExternalAuth extension is supposed to work?
Set($ExternalAuthPriority,  [ 'LDAP1', 'LDAP2', 'LDAP3' ] );
Set($ExternalInfoPriority,  [ 'LDAP1', 'LDAP2', 'LDAP3' ] );
Set($ExternalSettings,
 {'LDAP1' = 
  {
'type' = 'ldap',
'auth' = 1,
'info' = 1,
'server' = 'server1',
'user' = 'user',
'pass' = 'password',
'base' = 'ou=base',
'filter' = '(objectClass=*)',
'd_filter' = '(objectClass=ThisWillNeverMatch)',
'tls' = 1,
'group' = '',
'group_attr' = '',
'attr_match_list' = [  'Name',
'EmailAddress',
'RealName',
'WorkPhone',
'Address2'
],
'attr_map' = { 'Name' = 'sAMAccountName',
'EmailAddress' = 'mail',
'Organization' = 'physicalDeliveryOfficeName',
'RealName' = 'cn',
'ExternalAuthId' = 'sAMAccountName',
'Gecos' = 'sAMAccountName',
'WorkPhone' = 'telephoneNumber',
'Address1' = 'streetAddress',
'City' = 'l',
'State' = 'st',
'Zip' = 'postalCode',
'Country' = 'co'
}
  }
 },
 {'LDAP2' =
  {
'type' = 'ldap',
'auth' = 1,
'info' = 1,
'server' = 'server2',
'user' = 'user',
'pass' = 'password',
'base' = 'ou=base',
'filter' = '(objectClass=*)',
'd_filter' = '(objectClass=ThisWillNeverMatch)',
'tls' = 1,
'group' = '',
'group_attr' = '',
'attr_match_list' = [  'Name',
'EmailAddress',
'RealName',
'WorkPhone',
'Address2'
],
'attr_map' = { 'Name' = 'sAMAccountName',
'EmailAddress' = 'mail',
'Organization' = 'physicalDeliveryOfficeName',
'RealName' = 'cn',
'ExternalAuthId' = 'sAMAccountName',
'Gecos' = 'sAMAccountName',
'WorkPhone' = 'telephoneNumber',
'Address1' = 'streetAddress',
'City' = 'l',
'State' = 'st',
'Zip' = 'postalCode',
'Country' = 'co'
}
  }
 },
 {'LDAP3' =
  {
'type' = 'ldap',
'auth' = 1,
'info' = 1,
'server' = 'server3',
'user' = 'user',
'pass' = 'password',
'base' = 'ou=base',
'filter' = '(objectClass=*)',
'd_filter' = '(objectClass=ThisWillNeverMatch)',
'tls' = 1,
'group' = '',
'group_attr' = '',
'attr_match_list' = [  'Name',
'EmailAddress',
'RealName',
'WorkPhone',
'Address2'
],
'attr_map' = { 'Name' = 'sAMAccountName',
'EmailAddress' = 'mail',
'Organization' = 'physicalDeliveryOfficeName',
'RealName' = 'cn',
'ExternalAuthId' = 'sAMAccountName',
'Gecos' = 'sAMAccountName',
'WorkPhone' = 'telephoneNumber',
'Address1' = 'streetAddress',
'City' = 'l',
'State' = 'st',
'Zip' = 'postalCode',
'Country' = 'co'
}
  }
 }
);



[rt-users] RT Front end cluster

2010-11-02 Thread Matthew Hattersley
Hi Guys,

 

I have already split off my SQL backend from my RT installation,
optimized SQL and fine tuned settings til I'm blue in the face and need
more performance from RT. Large tickets (we run projects through RT)
which have been updated regular for over a year, take pretty much a year
to load. The only thing I can thing of is running multiple front end web
serving nodes. The sessions are SQL based, so I don't see too many
problems here, innodb should keep any nasty table locks away. But can
you guys think of any other reasons this wont work.

 

Running 3.8.8 with MySQL db backend.

 

Cheers

 

Mat


Kind Regards,
Matthew Hattersley

 
Email: mailto:matthew.hatters...@vaioni.com
Address: 14 Leslie Hough Way
Manchester
Lancashire M6 6AJ
 
Tel:  0870-160-0650 Ext 201

Fax:  0870-160-0651

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of any action in reliance upon, this information by persons or entities other 
than the intended recipient is prohibited. If you received this in error, 
please contact the sender immediately and delete the material from any computer.
 
Please also note, Vaioni filter incoming email for spam and inappropriate 
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filtered out. Although we take measures to recover such messages, it must not 
be assumed that an email has been received by us and important communications 
should always be followed up by a phone call, fax or printed copy.
 
 
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Re: [rt-users] Dis-allowing ticket Comment

2010-11-02 Thread Ruslan Zakirov
Hi,

Probably owner has ModifyTicket right and that gives him right to
comment, however it's hard to own a ticket when you can not change
status. So you can do this only with a hack.

On Tue, Nov 2, 2010 at 10:18 AM, Michael P. Carel mikeca...@yahoo.com wrote:
 Hi to all;

 I'm trying to configure RT to avoid ticket owner to use Comment instead of 
 Reply. I already set a policy and removed Comment on Ticket in the Group 
 Policy but still the ticket owner can Comment on Ticket. Is there anything 
 I need to removed other that that.

 Thanks,

 Mike







-- 
Best regards, Ruslan.


Re: [rt-users] Create ticket via email fwd

2010-11-02 Thread Kenneth Crocker
Scott,

You could forward the email to an RT Queue address and set those fields via
CommandByMail using cut  paste.

Kenn
LBNL

On Tue, Nov 2, 2010 at 1:21 PM, Scott Benson sben...@a-1networks.comwrote:

 On 11/2/10 1:18 PM, Scott Benson wrote:

 Is it possible to have a ticket created when I forward a personal email in
 to RT, but have it search for the
 From: Joe Schmoe j...@schmoe.com

 Set j...@schmoe.com as the requester, set the subject of the ticket to the
 original subject w/o the fwd?
 Also possibly email the requester letting them know they should email into
 a certain email to request work be done.Not sure if this is a feature
 that is already implemented some where but I can't seem to find any
 information on it.

  I just realized that the From: comment isn't that helpful, but have a
 way to find who the email originally came from, and set that as the
 requester.

 --
 Scott




Re: [rt-users] Using 'local' - failing

2010-11-02 Thread Kenneth Crocker
Jeff,

Double check the name (especially CAPS and other extra letters) of the file
you put in local as well as check your code. If the name is the same as in
share it WILL execute the local version.

Kenn
LBNL

On Tue, Nov 2, 2010 at 12:49 PM, Jeff Blaine jbla...@kickflop.net wrote:

 If I want to change the code in
 share/html/Ticket/Elements/EditCustomFields by copying it to
 a 'local' area, where would that be?

 I have tried local/html/Ticket/Elements/EditCustomFields
 (with Mason cache clear + restart) and the master copy
 still seems to be chosen.



[rt-users] Can anyone help a n00b with a scrip?

2010-11-02 Thread Jason Marshall
Hi all, I've installed RT3 again after a long absence, and I'm reminded 
once again how abysmal my Perl skills are.  What I'd like is this:


A ticket is opened via email (or whatever), and as a result doesn't have 
an owner.  I'd like an email to go out to everyone who has OwnTicket 
rights in that queue so that people are informed of the arrival of a new 
ticket.  Keeners can take a ticket for themselves, or the boss can assign 
the tickets to whoever he wants.


The important part is that people are made aware of the new ticket without 
having to log in and check.  Maybe there's a way to do this without 
writing a scrip and template, but if there is, it's not obvious to me...


Any help, either cluing me in to the right way to accomplish this, or with 
the scrip would be much appreciated!  Thanks!!!