[rt-users] Notify based on CF

[Kurt Engle]

I am interested in setting up a notification tree based on a Custom Field 
value. Basically, I have one Q that accepts tickets from multiple physical 
locations. I have a tech at each location. I would like the tech at location X 
to be notified when a ticket comes in with the Custom Field Location=X . When 
the CF Location=Y, I want a different tech notified, etc... 

Thanks for any help.. 

Kurt Engle 

Re: [rt-users] Custom Field values - included in Autpo-reply Template

[Joanne Keown]

Awesome pickup!!  Thanks everybody  :)

Jo

Joanne Keown, MBusAdmin(Mgt), PNA
IS Business Analyst
Colorado Group Ltd 
100 Melbourne Street
South Brisbane  QLD   4101
Ph:+61  7 3877 3399
Mobile:   0402 697 351
Fax: +61 7 3877 3289
Email: joanne.ke...@coloradogroup.com.au
Join FUSION now and get special member rewards at 5 of Australia's leading 
fashion brands.

www.fusioncard.com.au

 


-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Thursday, 2 December 2010 3:07 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Custom Field values - included in Autpo-reply Template

On Wed, Dec 01, 2010 at 08:29:03AM -0800, Gene LeDuc wrote:
> Hi Jo,
> 
> On 11/30/2010 9:31 PM, Joanne Keown wrote:
> >Hi,
> >
> >I have been trying out numerous suggestions on how to code to include values 
> >from Custom Fields into an Auto-reply email.  The Custom Field is "First 
> >Name" and I want the first name entered on the ticket, to appear after the 
> >word "Hello" on the Auto-reply email.   The below is my latest attempt 
> >(based on user feedback on other threads) however, this doesn't work either 
> >as the email just doesn't send (NB; if I take the line of code out 
> >altogether then the email does send).
> >
> >Hello {my $First Name = $Ticket->FirstCustomFieldValue('First Name')}
> >
> >I'm not a programmer, so apologies if this problem sounds a bit 101, however 
> >I could really use some pointers.
> >
> >Kind regards
> >
> >Jo
> 
> If the line you included above is actually from your template, then
> the problem is the "my $First Name =" part.  Perl will see "$First"
> as a variable name and won't know what to do with "Name".  Try
> replacing "my $First Name =" with "my $First_Name =".  The
> underscore makes "Name" part of "$First".  I'm not sure whether
> spaces are allowed in custom field names.

Spaces in custom fields are perfectly valid.

Jo didn't seem to want to assign to a variable at all, so
Hello { $Ticket->FirstCustomFieldValue('First Name') } 
is likely to be closer to what she wants, since it will print
the content of the CF.

-kevin

Re: [rt-users] Adding it as a 'Requestor' would create a mail loop.... ?

[Kevin Falcone]

On Wed, Dec 01, 2010 at 02:33:59PM -0500, Chris Hall wrote:
>I'm just saying with this configuration, when I go to create a ticket, the 
> default "requestor"
>is [1]trouble-tic...@imctv.com but when I hit submit, I get an error:
>[2]trouble-tic...@imctv.com is an address RT receives mail at. Adding it 
> as a 'Requestor'
>would create a mail loop

The default requestor is the email address of the user you are logged
in as.

Trying to create a ticket where the Requestor is the CorrespondAddress
in RT is a recipe for making loops if there are ever any
notifications.

You really don't want to do that

You could certainly unset a number of things and file off the serial
numbers and RT will let you do this, but I'm not going to recommend
it.

-kevin

>On Wed, Dec 1, 2010 at 12:38 PM, Kevin Falcone 
> <[3]falc...@bestpractical.com> wrote:
> 
>  On Wed, Dec 01, 2010 at 12:26:30PM -0500, Chris Hall wrote:
>  > ok, here's a smipplet of what I've got in RT_SiteConfig
>  >
>  > Set($CorrespondAddress , '[4]trouble-tic...@imctv.com');
>  > Set($CommentAddress , '[5]rt-comm...@imctv.com');
>  > Set($SMTPFrom , '[6]trouble-tic...@imctv.com');
>  > Set($RTAddressRegexp ,
>  > '^(trouble-tick...@imctv\.com|rt-comme...@imctv\.com)$');
>  >
>  > I assumed I needed to match [7]trouble-tic...@imctv.com and
>  > [8]rt-comm...@imctv.com, did I form the regexp wrong, or am I wrong on 
> this
>  > thinking?
> 
>  That appears correct. What is the actual From: address you're
>  trying to use?
>  -kevin
>  > On Wed, Dec 1, 2010 at 12:16 PM, Kevin Falcone 
> <[9]falc...@bestpractical.com>wrote:
>  >
>  > > On Wed, Dec 01, 2010 at 09:17:35AM -0500, Chris Hall wrote:
>  > > > I'm a bit confused here.. tried reading up on this but.. maybe I 
> just
>  > > need a layman's
>  > > > [1][10]mym...@myserver.com is an address RT receives mail at. 
> Adding it
>  > > as a 'Requestor' would
>  > > > create a mail loop
>  > > > (obviously that's not the email address.. just kinda.. censoring..)
>  > > > In the past, we've always used this email address as the single
>  > > address to send out
>  > > > notifications, etc.. and we don't really get "replies" to tickets 
> via
>  > > email. So now it appears
>  > > > it wants a different email account, rather than the "catch-all" 
> one we
>  > > made. I tried
>  > > > uncommenting the line from RT_SiteConfig.pm and restarting apache, 
> but
>  > > that didn't seem to
>  > > > change anything. Before I accidentally break something, can someone
>  > > help me out here? All I
>  > > > want is to have it able to submit tickets using the catch-all email
>  > > account we made for it.
>  > >
>  > > Most likely you wrote your RTAddressRegexp wrong and are matching
>  > > accounts other than your Correspond and Comment addresses


pgpcOUr4pThvf.pgp
Description: PGP signature

Re: [rt-users] Adding it as a 'Requestor' would create a mail loop.... ?

[Chris Hall]

I'm just saying with this configuration, when I go to create a ticket, the
default "requestor" is trouble-tic...@imctv.com but when I hit submit, I get
an error:

trouble-tic...@imctv.com is an address RT receives mail at. Adding it as a
'Requestor' would create a mail loop

On Wed, Dec 1, 2010 at 12:38 PM, Kevin Falcone wrote:

> On Wed, Dec 01, 2010 at 12:26:30PM -0500, Chris Hall wrote:
> > ok, here's a smipplet of what I've got in RT_SiteConfig
> >
> > Set($CorrespondAddress  , 'trouble-tic...@imctv.com');
> > Set($CommentAddress  , 'rt-comm...@imctv.com');
> > Set($SMTPFrom , 'trouble-tic...@imctv.com');
> > Set($RTAddressRegexp ,
> > '^(trouble-tick...@imctv\.com|rt-comme...@imctv\.com)$');
> >
> > I assumed I needed to match trouble-tic...@imctv.com and
> > rt-comm...@imctv.com, did I form the regexp wrong, or am I wrong on this
> > thinking?
>
> That appears correct.  What is the actual From: address you're
> trying to use?
>
> -kevin
>
> > On Wed, Dec 1, 2010 at 12:16 PM, Kevin Falcone <
> falc...@bestpractical.com>wrote:
> >
> > > On Wed, Dec 01, 2010 at 09:17:35AM -0500, Chris Hall wrote:
> > > >I'm a bit confused here.. tried reading up on this but.. maybe I
> just
> > > need a layman's
> > > >[1]mym...@myserver.com is an address RT receives mail at. Adding
> it
> > > as a 'Requestor' would
> > > >create a mail loop
> > > >(obviously that's not the email address.. just kinda..
> censoring..)
> > > >In the past, we've always used this email address as the single
> > > address to send out
> > > >notifications, etc.. and we don't really get "replies" to tickets
> via
> > > email. So now it appears
> > > >it wants a different email account, rather than the "catch-all"
> one we
> > > made. I tried
> > > >uncommenting the line from RT_SiteConfig.pm and restarting apache,
> but
> > > that didn't seem to
> > > >change anything. Before I accidentally break something, can
> someone
> > > help me out here? All I
> > > >want is to have it able to submit tickets using the catch-all
> email
> > > account we made for it.
> > >
> > > Most likely you wrote your RTAddressRegexp wrong and are matching
> > > accounts other than your Correspond and Comment addresses
> > >
> > > -kevin
> > >
>
>

Re: [rt-users] HTML Email

[Kevin Falcone]

On Wed, Dec 01, 2010 at 12:55:59PM -0600, nlytnmnt wrote:
>All,
> 
>I am having difficulty with the RT 3.8.8 email. When div elements are 
> contained within the
>ticket, they are not placed in emails. I set PreferRichText and 
> TrustHTMLAttachments to 1 in
>my site configuration, but it hasn't fixed the problem. Here are the 
> headers for an example
>email. The content type is set to text/plain.

TrustHTMLAttachments doesn't affect outgoing email
It sounds a lot like you haven't read docs/templates.pod and
implemented HTML templates

-kevin

>  Subject: [prodops01 #1575] test7
>  From: "Matt via RT" <[1...@noel.com>
>  Reply-To: [2...@noel.com
>  In-Reply-To:
>  References: <[3]rt-ticket-1...@noel.com>
> 
>  Message-ID: <[4]rt-3.8.8-1233-1291224146-1195.1575-1...@noel.com>
>  Precedence: bulk
>  X-RT-Loop-Prevention: prodops01
>  RT-Ticket: prodops01 #1575
> 
>  Managed-by: RT 3.8.8 ([5]http://www.bestpractical.com/rt/)
>  RT-Originator: [6]m...@noel.com
>  Cc: [7]a...@noel.com
> 
>  MIME-Version: 1.0
>  Content-Transfer-Encoding: 8bit
>  Content-Type: text/plain; charset="utf-8"
>  X-RT-Original-Encoding: utf-8
>  Date: Wed, 1 Dec 2010 11:22:26 -060
> 
>Does anyone have any suggestions?
> 


pgpX9y9WpPOHm.pgp
Description: PGP signature

[rt-users] HTML Email

[nlytnmnt]

All,

I am having difficulty with the RT 3.8.8 email. When div elements are
contained within the ticket, they are not placed in emails. I set
PreferRichText
and TrustHTMLAttachments to 1 in my site configuration, but it hasn't fixed
the problem. Here are the headers for an example email. The content type is
set to text/plain.

Subject: [prodops01 #1575] test7
From: "Matt via RT" 
Reply-To: r...@noel.com
In-Reply-To:
References: 
Message-ID: 
Precedence: bulk
X-RT-Loop-Prevention: prodops01
RT-Ticket: prodops01 #1575
Managed-by: RT 3.8.8 (http://www.bestpractical.com/rt/)
RT-Originator: m...@noel.com
Cc: a...@noel.com
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8
Date: Wed, 1 Dec 2010 11:22:26 -060

Does anyone have any suggestions?

Re: [rt-users] Adding it as a 'Requestor' would create a mail loop.... ?

[Kevin Falcone]

On Wed, Dec 01, 2010 at 12:26:30PM -0500, Chris Hall wrote:
> ok, here's a smipplet of what I've got in RT_SiteConfig
> 
> Set($CorrespondAddress  , 'trouble-tic...@imctv.com');
> Set($CommentAddress  , 'rt-comm...@imctv.com');
> Set($SMTPFrom , 'trouble-tic...@imctv.com');
> Set($RTAddressRegexp ,
> '^(trouble-tick...@imctv\.com|rt-comme...@imctv\.com)$');
> 
> I assumed I needed to match trouble-tic...@imctv.com and
> rt-comm...@imctv.com, did I form the regexp wrong, or am I wrong on this
> thinking?

That appears correct.  What is the actual From: address you're
trying to use?

-kevin

> On Wed, Dec 1, 2010 at 12:16 PM, Kevin Falcone 
> wrote:
> 
> > On Wed, Dec 01, 2010 at 09:17:35AM -0500, Chris Hall wrote:
> > >I'm a bit confused here.. tried reading up on this but.. maybe I just
> > need a layman's
> > >[1]mym...@myserver.com is an address RT receives mail at. Adding it
> > as a 'Requestor' would
> > >create a mail loop
> > >(obviously that's not the email address.. just kinda.. censoring..)
> > >In the past, we've always used this email address as the single
> > address to send out
> > >notifications, etc.. and we don't really get "replies" to tickets via
> > email. So now it appears
> > >it wants a different email account, rather than the "catch-all" one we
> > made. I tried
> > >uncommenting the line from RT_SiteConfig.pm and restarting apache, but
> > that didn't seem to
> > >change anything. Before I accidentally break something, can someone
> > help me out here? All I
> > >want is to have it able to submit tickets using the catch-all email
> > account we made for it.
> >
> > Most likely you wrote your RTAddressRegexp wrong and are matching
> > accounts other than your Correspond and Comment addresses
> >
> > -kevin
> >



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Re: [rt-users] Outbound mail "problem" (or misunderstanding?)

[Kenneth Crocker]

Giuseppe,

I was just gonna ask you the same Question Kevin did.

Kenn

On Wed, Dec 1, 2010 at 9:15 AM, Kevin Falcone wrote:

> On Mon, Nov 29, 2010 at 04:00:15PM +, Giuseppe Sollazzo wrote:
> >I'm playing with our rather vanilla installation of RT in which we're
> supposed to have, at
> >least for the moment, one general queue from which tickets will be
> moved into two other real
> >queue according to the department.
> >
> >Trying to configure mail in and mail out, I happen to have a behaviour
> which I can't totally
> >explain and was wondering if anyone could help figuring out.
> >
> >When I create a ticket from the web interface, an e-mail is correctly
> sent to the requestor.
> >My possibly wrong understanding is that any following "Reply" to the
> ticket also generates a
> >mail. However, this does not get delivered.
>
> Guiseppe, you trim a lot of logs which makes deciphering this
> difficult, but in your tests, who is the requestor and who is the
> person using Reply?
>
> -kevin
>

Re: [rt-users] Adding it as a 'Requestor' would create a mail loop.... ?

[Chris Hall]

ok, here's a smipplet of what I've got in RT_SiteConfig

Set($CorrespondAddress  , 'trouble-tic...@imctv.com');
Set($CommentAddress  , 'rt-comm...@imctv.com');
Set($SMTPFrom , 'trouble-tic...@imctv.com');
Set($RTAddressRegexp ,
'^(trouble-tick...@imctv\.com|rt-comme...@imctv\.com)$');

I assumed I needed to match trouble-tic...@imctv.com and
rt-comm...@imctv.com, did I form the regexp wrong, or am I wrong on this
thinking?



On Wed, Dec 1, 2010 at 12:16 PM, Kevin Falcone wrote:

> On Wed, Dec 01, 2010 at 09:17:35AM -0500, Chris Hall wrote:
> >I'm a bit confused here.. tried reading up on this but.. maybe I just
> need a layman's
> >[1]mym...@myserver.com is an address RT receives mail at. Adding it
> as a 'Requestor' would
> >create a mail loop
> >(obviously that's not the email address.. just kinda.. censoring..)
> >In the past, we've always used this email address as the single
> address to send out
> >notifications, etc.. and we don't really get "replies" to tickets via
> email. So now it appears
> >it wants a different email account, rather than the "catch-all" one we
> made. I tried
> >uncommenting the line from RT_SiteConfig.pm and restarting apache, but
> that didn't seem to
> >change anything. Before I accidentally break something, can someone
> help me out here? All I
> >want is to have it able to submit tickets using the catch-all email
> account we made for it.
>
> Most likely you wrote your RTAddressRegexp wrong and are matching
> accounts other than your Correspond and Comment addresses
>
> -kevin
>

Re: [rt-users] RT::Extension::Nagios

[Kevin Falcone]

On Wed, Dec 01, 2010 at 02:31:20PM +, Joshua A. Fiske - jfiske wrote:
>Hi folks,
> 
> 
> 
>I'm trying to get RT::Extension::Nagios to work properly with my RT 
> installation.  I'm running
>RT-3.8.8 on Centos 5.5 and all other functions are working as expected.
> 
>To setup this extension, I've created a new queue named Nagios and have 
> notifications from
>Nagios sent to that queue's email address.  Tickets are created, but are 
> not merged or
>auto-closed on RECOVERY notification.  I have added the following to my 
> RT_SiteConfig.pm:
> 
>Set($NagiosMergeTickets , 1);
> 
>Set(@Plugins, qw(RT::Extension::MobileUI), qw(RT::Extension::Gravatar),
>qw(RT::Extension::Nagios));
> 
> 
> 
>Am I missing something simple?  Does anyone else have this plugin working?
> 

Ensure that the scrip that this extension sets up (ie. that you ran
make initdb)

Check perldoc lib/RT/Extension/Nagios.pm and ensure that your ticket
subjects match the regular expression that the module is using

And what do your logs say?

-kevin


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Re: [rt-users] Problem with character encodings after migration to new rt 3.8.8

[Kevin Falcone]

On Wed, Dec 01, 2010 at 04:25:00PM +0200, Kiriaki Konstantinidou wrote:
> Hi.
> 
> After I migrated my installation from rt 3.4.1 to rt 3.8.8, Greek
> characters don't appear correctly. New records in Greek are OK. Only
> the old records have this problem.
> 
> I use Mysql 5.0.27 with innoDB backend with collation
> utf8_general_ci (default Mysql and for the rt database).
> 
> During the migration I didn't change the mysql version or the
> collation. For the upgrade I followed the instructions in README and
> UPGRADING.mysql.

Please provide 'show create table Attachments' 
on the old and new databases.

-kevin

> If I recall well even in rt 3.4.1 I had a problem reading greek
> characters from phpMyAdmin GUI while the rt GUI was displaying them
> correctly. Now rt displays correctly only the new records.
> 
> I can't find anything in the net. Any help would be very much appreciated.
> 
> Thank you,
> Kiriaki Konstantinidou


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Re: [rt-users] Adding it as a 'Requestor' would create a mail loop.... ?

[Kevin Falcone]

On Wed, Dec 01, 2010 at 09:17:35AM -0500, Chris Hall wrote:
>I'm a bit confused here.. tried reading up on this but.. maybe I just need 
> a layman's
>[1]mym...@myserver.com is an address RT receives mail at. Adding it as a 
> 'Requestor' would
>create a mail loop
>(obviously that's not the email address.. just kinda.. censoring..)
>In the past, we've always used this email address as the single address to 
> send out
>notifications, etc.. and we don't really get "replies" to tickets via 
> email. So now it appears
>it wants a different email account, rather than the "catch-all" one we 
> made. I tried
>uncommenting the line from RT_SiteConfig.pm and restarting apache, but 
> that didn't seem to
>change anything. Before I accidentally break something, can someone help 
> me out here? All I
>want is to have it able to submit tickets using the catch-all email 
> account we made for it.

Most likely you wrote your RTAddressRegexp wrong and are matching
accounts other than your Correspond and Comment addresses

-kevin


pgpDbH3ETuZPs.pgp
Description: PGP signature

Re: [rt-users] Outbound mail "problem" (or misunderstanding?)

[Kevin Falcone]

On Mon, Nov 29, 2010 at 04:00:15PM +, Giuseppe Sollazzo wrote:
>I'm playing with our rather vanilla installation of RT in which we're 
> supposed to have, at
>least for the moment, one general queue from which tickets will be moved 
> into two other real
>queue according to the department.
> 
>Trying to configure mail in and mail out, I happen to have a behaviour 
> which I can't totally
>explain and was wondering if anyone could help figuring out.
> 
>When I create a ticket from the web interface, an e-mail is correctly sent 
> to the requestor.
>My possibly wrong understanding is that any following "Reply" to the 
> ticket also generates a
>mail. However, this does not get delivered.

Guiseppe, you trim a lot of logs which makes deciphering this
difficult, but in your tests, who is the requestor and who is the
person using Reply?

-kevin


pgpk844n1KCp0.pgp
Description: PGP signature

Re: [rt-users] Custom Field values - included in Autpo-reply Template

[Kevin Falcone]

On Wed, Dec 01, 2010 at 08:29:03AM -0800, Gene LeDuc wrote:
> Hi Jo,
> 
> On 11/30/2010 9:31 PM, Joanne Keown wrote:
> >Hi,
> >
> >I have been trying out numerous suggestions on how to code to include values 
> >from Custom Fields into an Auto-reply email.  The Custom Field is "First 
> >Name" and I want the first name entered on the ticket, to appear after the 
> >word "Hello" on the Auto-reply email.   The below is my latest attempt 
> >(based on user feedback on other threads) however, this doesn't work either 
> >as the email just doesn't send (NB; if I take the line of code out 
> >altogether then the email does send).
> >
> >Hello {my $First Name = $Ticket->FirstCustomFieldValue('First Name')}
> >
> >I'm not a programmer, so apologies if this problem sounds a bit 101, however 
> >I could really use some pointers.
> >
> >Kind regards
> >
> >Jo
> 
> If the line you included above is actually from your template, then
> the problem is the "my $First Name =" part.  Perl will see "$First"
> as a variable name and won't know what to do with "Name".  Try
> replacing "my $First Name =" with "my $First_Name =".  The
> underscore makes "Name" part of "$First".  I'm not sure whether
> spaces are allowed in custom field names.

Spaces in custom fields are perfectly valid.

Jo didn't seem to want to assign to a variable at all, so
Hello { $Ticket->FirstCustomFieldValue('First Name') } 
is likely to be closer to what she wants, since it will print
the content of the CF.

-kevin


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Description: PGP signature

Re: [rt-users] Custom Field values - included in Autpo-reply Template

[Gene LeDuc]

Hi Jo,

On 11/30/2010 9:31 PM, Joanne Keown wrote:

Hi,

I have been trying out numerous suggestions on how to code to include values from Custom Fields 
into an Auto-reply email.  The Custom Field is "First Name" and I want the first name 
entered on the ticket, to appear after the word "Hello" on the Auto-reply email.   The 
below is my latest attempt (based on user feedback on other threads) however, this doesn't work 
either as the email just doesn't send (NB; if I take the line of code out altogether then the email 
does send).

Hello {my $First Name = $Ticket->FirstCustomFieldValue('First Name')}

I'm not a programmer, so apologies if this problem sounds a bit 101, however I 
could really use some pointers.

Kind regards

Jo


If the line you included above is actually from your template, then the 
problem is the "my $First Name =" part.  Perl will see "$First" as a 
variable name and won't know what to do with "Name".  Try replacing "my 
$First Name =" with "my $First_Name =".  The underscore makes "Name" 
part of "$First".  I'm not sure whether spaces are allowed in custom 
field names.


Regards,
Gene

Re: [rt-users] A new home for the wiki

[Thomas Sibley]

On 26 Nov 2010 10:45, muell...@aschendorff.de wrote:
> The full text search function is poor, I even would call it broken.
> E.g. if you search "auth" you get nothing back.

I contacted Wikia staff and they filed a ticket with the techs to look
into the issue.

Thomas

[rt-users] RT::Extension::Nagios

[Joshua A. Fiske - jfiske]

Hi folks,

I'm trying to get RT::Extension::Nagios to work properly with my RT 
installation.  I'm running RT-3.8.8 on Centos 5.5 and all other functions are 
working as expected.

To setup this extension, I've created a new queue named Nagios and have 
notifications from Nagios sent to that queue's email address.  Tickets are 
created, but are not merged or auto-closed on RECOVERY notification.  I have 
added the following to my RT_SiteConfig.pm:

Set($NagiosMergeTickets , 1);
Set(@Plugins, qw(RT::Extension::MobileUI), qw(RT::Extension::Gravatar), 
qw(RT::Extension::Nagios));

Am I missing something simple?  Does anyone else have this plugin working?

Thanks!

Josh
- - - -
Joshua Fiske '03, '04
Manager of User Services / Security Engineer
Clarkson University, Office of Information Technology
(315) 268-6722 -- Fax:  (315) 268-6570

[rt-users] Problem with character encodings after migration to new rt 3.8.8

[Kiriaki Konstantinidou]

Hi.

After I migrated my installation from rt 3.4.1 to rt 3.8.8, Greek 
characters don't appear correctly. New records in Greek are OK. Only the 
old records have this problem.


I use Mysql 5.0.27 with innoDB backend with collation utf8_general_ci 
(default Mysql and for the rt database).


During the migration I didn't change the mysql version or the collation. 
For the upgrade I followed the instructions in README and UPGRADING.mysql.


If I recall well even in rt 3.4.1 I had a problem reading greek 
characters from phpMyAdmin GUI while the rt GUI was displaying them 
correctly. Now rt displays correctly only the new records.


I can't find anything in the net. Any help would be very much appreciated.

Thank you,
Kiriaki Konstantinidou
<>

Re: [rt-users] Accented Character in Subject - Email is not sent

[Mathieu Longtin]

I just submitted a patch for this:

http://issues.bestpractical.com/Ticket/Display.html?id=16052;user=guest;pass=guest
--
Mathieu Longtin
1-514-803-8977


On Wed, Dec 1, 2010 at 8:42 AM, Sergio Charpinel Jr. <
sergiocharpi...@gmail.com> wrote:

> Hi,
>
> I have a RT 3.8.8 which was upgraded from 3.8.5.
>
> The problem is when I answer a ticket via e-mail, and use accented chars in
> the Subject. RT replaces these chars with a ? , and does not send the e-mail
> (to AdminCc).
> Also, the chars are replaced in the body of the message with ? .
>
> My outputEncoding is uft-8 (default). I tried to change
> to Set($EmailOutputEncoding, 'iso-8859-1'); , but it did not work too.
>
> Any ideas?
>
> Thanks in advance.
>
> --
> Sergio Roberto Charpinel Jr.
>

[rt-users] Adding it as a 'Requestor' would create a mail loop.... ?

[Chris Hall]

I'm a bit confused here.. tried reading up on this but.. maybe I just need a
layman's explanation of what I need to be doing here.

We were using rt 3.8.7, but recently upgraded to 3.8.8.  As per the README,
after the 'make upgrade' I ran:


/opt/rt3/sbin/rt-setup-database --dba rt_user --prompt-for-dba-password
--action upgrade


which initially gave an error about RTAddressRegexp not being set.  So after
some digging, I've set the regular expression up in
/opt/rt3/etc/RT_SiteConfig.pm and re-ran the above line, w/o the
aforementioned error.  However, this morning when I went to create a test
ticket, I get:


mym...@myserver.com is an address RT receives mail at. Adding it as a
'Requestor' would create a mail loop


(obviously that's not the email address.. just kinda.. censoring..)

In the past, we've always used this email address as the single address to
send out notifications, etc..  and we don't really get "replies" to tickets
via email.  So now it appears it wants a different email account, rather
than the "catch-all" one we made.  I tried uncommenting the line from
RT_SiteConfig.pm and restarting apache, but that didn't seem to change
anything.  Before I accidentally break something, can someone help me out
here?  All I want is to have it able to submit tickets using the catch-all
email account we made for it.

[rt-users] Accented Character in Subject - Email is not sent

[Sergio Charpinel Jr.]

Hi,

I have a RT 3.8.8 which was upgraded from 3.8.5.

The problem is when I answer a ticket via e-mail, and use accented chars in
the Subject. RT replaces these chars with a ? , and does not send the e-mail
(to AdminCc).
Also, the chars are replaced in the body of the message with ? .

My outputEncoding is uft-8 (default). I tried to change
to Set($EmailOutputEncoding, 'iso-8859-1'); , but it did not work too.

Any ideas?

Thanks in advance.

-- 
Sergio Roberto Charpinel Jr.

Re: [rt-users] Outbound mail "problem" (or misunderstanding?)

[Giuseppe Sollazzo]

Just to add a little bit of info, the "Admin Correspondence" template 
only did


"RT-Attach-Message: yes


Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} >

{$Transaction->Content()}"

so I was not sure it e-mailed (it should). To be sure, I created a 
template called "Reply" attached to the script that does as follows:

"Subject: Information about: {$Ticket->Subject} - ID {$Ticket->id()}


Greetings,

This message has been automatically generated in response to the status 
update of a ticket regarding:

"{$Ticket->Subject()}",
a summary of which appears below.

Thank you,
{$Ticket->QueueObj->CorrespondAddress()}

-
{$Transaction->Content()}"

but still no luck.

Giusepe


On 01/12/10 10:42, Giuseppe Sollazzo wrote:

Hi Kenneth,
thanks a lot for your help. These are the 4 scrips that use the "On 
Correspond" condition"


"On Correspond Notify AdminCcs"  TransactionCreate On 
Correspond Notify AdminCcs Admin Correspondence
"On Correspond Notify Other Recipients"  TransactionCreate On 
Correspond Notify Other Recipients Correspondence
"On Correspond Notify Requestors and Ccs"TransactionCreate On 
Correspond Notify Requestors and Ccs   Correspondence
"On Correspond Open Tickets" TransactionCreate On 
Correspond Open TicketsBlank



I would have assumed that the third script would create the reply?

Giuseppe

On 30/11/10 20:25, Kenneth Crocker wrote:

Giuseppe,

List for me the following information for each Notification scrip 
that uses "On Correspond" as the condition:


Description:
Condition:
Action:
Template:
Stage:

Unless you have specific information in a template from Ticket/Custom 
Field data being set by a scrip running in "TransactionBatch", you 
really can have them in stage "TransactionCreate".


Kenn
LBNL


On Tue, Nov 30, 2010 at 9:04 AM, Giuseppe Sollazzo 
mailto:gsoll...@sgul.ac.uk>> wrote:


Hi Kenneth,
it's actually the requestor.

But if I set up a Cc (a one-time Cc) the same thing happens.

Giuseppe


On 30/11/10 17:00, Kenneth Crocker wrote:

Giuseppe,

Exactly who is NOT getting a notification on Correspondence?
Compare their role with the recipients. If they are not listed
as a "Cc" Watcher (for example) on either the Queue or the
Ticket, then they will not get a notification as a "Cc", etc.

Kenn
LBNL

On Tue, Nov 30, 2010 at 8:04 AM, Giuseppe Sollazzo
mailto:gsoll...@sgul.ac.uk>> wrote:

On 29/11/10 17:48, Kenneth Crocker wrote:

Giuseppe,

Most likely, you do not have a notification scrip for "On
Correspond". I believe the book has several good examples
on how to build a simple scrip like that. Anyway, check
your Global/Queue notification scrip sand see if that's the
case. Hope this helps.

Kenn
LBNL



Hi Kenneth... that's actually my doubt.
I mean, in my configuration I see 11 scrips. Are they all
"active"? It's not clear to me if you can have "disabled"
and "enabled" scrips.

For example, one of them is:
6
   On
Correspond Notify Requestors and Ccs

TransactionCreate   On Correspond   Notify Requestors and
Ccs Correspondence



Which I had assumed was the one you mention.
I have correctly(?) set up Set($UseTransactionBatch,1);


Found 6 scrips for TransactionCreate stage with applicable
type(s) Correspond
(/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370)
[Tue Nov 30 16:02:55 2010] [debug]: About to commit scrips
for transaction #212
(/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:187)
[Tue Nov 30 16:02:55 2010] [debug]: Committing scrip #5 on
txn #212 of ticket #10
(/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190)
[Tue Nov 30 16:02:55 2010] [debug]: Calling
SetRecipientDigests for transaction
RT::Transaction=HASH(0xbc39118), id 212
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:630)
[Tue Nov 30 16:02:55 2010] [debug]: Working on mailfield To;
recipients are  (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646)

But I get a "recipients not found" or "recipients are" and a
null string..
Moreover, in the bottom bit of the reply, the "


Messages about this ticket will not be sent to...

/(Check boxes to enable notifications to the listed
recipients)/ "

part is actually empty.

Any hint?

Thanks everyone,
Giuseppe



On Mon, Nov 29, 2010 at 8:00 AM, Giuseppe Sollazzo
mailto:gsoll...@sgul.ac.uk>> wrote:

   

Re: [rt-users] auto repoen after E-Mail answer

[Emmanuel Lacour]

On Wed, Dec 01, 2010 at 11:47:59AM +0100, ingo.it...@ages.de wrote:
>Hello,
> 
>how can i disable the automatic Reopen if the Requestor answer via E-Mail
>a closed (resolved) ticket ?
> 

Look at Configuration->Global->Scrips

and remove the scrip "On Correspond Open Tickets"

[rt-users] auto repoen after E-Mail answer

[Ingo . Itter]

Hello,

how can i disable the automatic Reopen if the Requestor answer via E-Mail 
a closed (resolved) ticket ?

Thank you



___
Geschäftsführer: Rolf Herzog, Thomas Benk
AGES Maut System GmbH & Co. KG
AG Düsseldorf HRA 14045, USt-IdNr.: DE 202525868
AGES International GmbH & Co. KG
AG Düsseldorf HRA 16636, USt-IdNr.: DE 813749831
AGES ETS GmbH
AG Düsseldorf HRB 55580, USt-IdNr.: DE 814789134

[rt-users] Using Postfix with Satelite mail config option to work with MDaemon mail server

[Gregory Greafers]

Hi all, 
I am new to RT and still setting up RT 3.8.8 on Ubuntu 10.10 desktop,
and along the way, I realized the ONLY OPTION I have is to make my RT
run mail to contact our existing mail server (MDaemon 11.0.3 on a
Windows server - since I am in a Windows environment). 

I chose postfix, I have installed it, but I need to know how to
configure it so that it relays mail to the Mdaemon server, as well as
receive mail from the same. This will help in enabling existing mail
users send and recieve mail seamlessly on ticketing!

What config options should I use? Any guides and links will be much
appreciated, please help

-- 
Regards,

Gregory Okoth
NOC Engineer

Email:n...@accesskenya.com 
Tel:  (254 20) 360 0908
Fax: (254 20)(254 20) 360 0001

Re: [rt-users] Outbound mail "problem" (or misunderstanding?)

[Giuseppe Sollazzo]

Hi Kenneth,
thanks a lot for your help. These are the 4 scrips that use the "On 
Correspond" condition"


"On Correspond Notify AdminCcs"  TransactionCreate On 
Correspond Notify AdminCcs Admin Correspondence
"On Correspond Notify Other Recipients"  TransactionCreate On 
Correspond Notify Other Recipients Correspondence
"On Correspond Notify Requestors and Ccs"TransactionCreate On 
Correspond Notify Requestors and Ccs   Correspondence
"On Correspond Open Tickets" TransactionCreate On 
Correspond Open TicketsBlank



I would have assumed that the third script would create the reply?

Giuseppe

On 30/11/10 20:25, Kenneth Crocker wrote:

Giuseppe,

List for me the following information for each Notification scrip that 
uses "On Correspond" as the condition:


Description:
Condition:
Action:
Template:
Stage:

Unless you have specific information in a template from Ticket/Custom 
Field data being set by a scrip running in "TransactionBatch", you 
really can have them in stage "TransactionCreate".


Kenn
LBNL


On Tue, Nov 30, 2010 at 9:04 AM, Giuseppe Sollazzo 
mailto:gsoll...@sgul.ac.uk>> wrote:


Hi Kenneth,
it's actually the requestor.

But if I set up a Cc (a one-time Cc) the same thing happens.

Giuseppe


On 30/11/10 17:00, Kenneth Crocker wrote:

Giuseppe,

Exactly who is NOT getting a notification on Correspondence?
Compare their role with the recipients. If they are not listed as
a "Cc" Watcher (for example) on either the Queue or the Ticket,
then they will not get a notification as a "Cc", etc.

Kenn
LBNL

On Tue, Nov 30, 2010 at 8:04 AM, Giuseppe Sollazzo
mailto:gsoll...@sgul.ac.uk>> wrote:

On 29/11/10 17:48, Kenneth Crocker wrote:

Giuseppe,

Most likely, you do not have a notification scrip for "On
Correspond". I believe the book has several good examples on
how to build a simple scrip like that. Anyway, check your
Global/Queue notification scrip sand see if that's the case.
Hope this helps.

Kenn
LBNL



Hi Kenneth... that's actually my doubt.
I mean, in my configuration I see 11 scrips. Are they all
"active"? It's not clear to me if you can have "disabled" and
"enabled" scrips.

For example, one of them is:
6

On Correspond Notify Requestors and Ccs

TransactionCreate   On Correspond   Notify Requestors and Ccs
Correspondence



Which I had assumed was the one you mention.
I have correctly(?) set up Set($UseTransactionBatch,1);


Found 6 scrips for TransactionCreate stage with applicable
type(s) Correspond (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370)
[Tue Nov 30 16:02:55 2010] [debug]: About to commit scrips
for transaction #212
(/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:187)
[Tue Nov 30 16:02:55 2010] [debug]: Committing scrip #5 on
txn #212 of ticket #10
(/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190)
[Tue Nov 30 16:02:55 2010] [debug]: Calling
SetRecipientDigests for transaction
RT::Transaction=HASH(0xbc39118), id 212
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:630)
[Tue Nov 30 16:02:55 2010] [debug]: Working on mailfield To;
recipients are  (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646)

But I get a "recipients not found" or "recipients are" and a
null string..
Moreover, in the bottom bit of the reply, the "


Messages about this ticket will not be sent to...

/(Check boxes to enable notifications to the listed
recipients)/ "

part is actually empty.

Any hint?

Thanks everyone,
Giuseppe



On Mon, Nov 29, 2010 at 8:00 AM, Giuseppe Sollazzo
mailto:gsoll...@sgul.ac.uk>> wrote:

Hi everyone,

I'm playing with our rather vanilla installation of RT
in which we're supposed to have, at least for the
moment, one general queue from which tickets will be
moved into two other real queue according to the department.

Trying to configure mail in and mail out, I happen to
have a behaviour which I can't totally explain and was
wondering if anyone could help figuring out.

When I create a ticket from the web interface, an e-mail
is correctly sent to the requestor.
My possibly wrong understanding is that any following
"Reply" to the ticket also generates a mail. However,
this does not get delivered.

I'm a bit puzzled as if RT manages to send the first one
I assume the configuration 

[rt-users] Prevent users of a group from seeing the tickets of the another group on the same queue

[Guillermo Miranda]

Hi,

I would like to provide support for several departments (initially 2,
more will come). I've had a look at the Rights entry in the wiki, so my
structure is like:

-Privileged
--Support Team
--Customers
---CustomerDept1
CustomerDept1Managers
---CustomerDept2
CustomerDept2Managers

I just need one support team right now, and there might be subgroups
inside, but that's not important right now.

The point is that the managers of those customer departments should be
able to see only those tickets in the queue created by users of the
CustomerDept group (CustomerDept2Managers must not see tickets created
by users in CustomerDept1, not even listed in the queue).

As there'll be *many* queues, cloning the queues for each department is
a no-go.

So, is there a way to achieve this?

Thanks in advance,

--
Guillermo Miranda.