Re: [rt-users] Outbound mail problem (or misunderstanding?)
Hi Kevin and Kenneth sorry for the trim. I'll paste it again below. The requestor and creator of the tickets (if that's what you mean by using reply) are the same person (i.e. I create a ticket with my RT account - using LDAP), and set my e-mail address (using LDAP autocompletion) as requestor, which should - according to the configuration - point to the same entry. This shouldn't make a difference though as considering the semantics of the scrip any combination of these should be fine. So here's the log. I will paste everything I see, creating a new log file - jump to 4] for the problem itself: 1] service start 2] login 3] ticket creation 4] ticket reply 1] Service start: LDAP module loaded [Thu Dec 2 09:14:58 2010] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14) [Thu Dec 2 09:14:58 2010] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Thu Dec 2 09:14:58 2010] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92) [Thu Dec 2 09:14:58 2010] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) [Thu Dec 2 09:15:00 2010] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14) [Thu Dec 2 09:15:00 2010] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Thu Dec 2 09:15:00 2010] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92) [Thu Dec 2 09:15:00 2010] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) [Thu Dec 2 09:15:00 2010] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14) [Thu Dec 2 09:15:00 2010] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Thu Dec 2 09:15:00 2010] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92) [Thu Dec 2 09:15:00 2010] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) 2] I login using my account gsollazz - it logs me in fine [Thu Dec 2 09:17:31 2010] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14) [Thu Dec 2 09:17:31 2010] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Thu Dec 2 09:17:31 2010] [debug]: Calling UserExists with $username (gsollazz) and $service (My_LDAP) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105) [Thu Dec 2 09:17:31 2010] [debug]: UserExists params: username: gsollazz , service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274) [Thu Dec 2 09:17:31 2010] [debug]: LDAP Search === Base: ou=people,o=(edited) == Filter: ((uid=*)(uid=gsollazz)) == Attrs: (edited) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304) [Thu Dec 2 09:17:31 2010] [debug]: Password validation required for service - Executing... (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:155) [Thu Dec 2 09:17:31 2010] [debug]: Trying external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:16) [Thu Dec 2 09:17:31 2010] [debug]: LDAP Search === Base: ou=people,o=(edited) == Filter: ((uid=gsollazz)(uid=*)) == Attrs: dn (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:43) [Thu Dec 2 09:17:31 2010] [debug]: Found LDAP DN: uid=gsollazz,ou=(edited) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:75) [Thu Dec 2 09:17:31 2010] [info]: RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK ( My_LDAP ): gsollazz (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:139) [Thu Dec 2 09:17:31 2010] [debug]: LDAP password validation result: 1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:334) [Thu Dec 2 09:17:31
Re: [rt-users] Accented Character in Subject - Email is not sent
Mathieu, Thanks very much. I still have a little problem. When I answer the ticket from gmail, for example, the encoding still not right. But in RT it is fine. 2010/12/1 Mathieu Longtin math...@closetwork.org 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. -- Sergio Roberto Charpinel Jr.
Re: [rt-users] RT 3.8.4 - adding comments with Google Chrome
I can confirm that it is indeed fixed with Chrome 9.0.597.0 Gary On 29 November 2010 04:50, sunnavy sunn...@bestpractical.com wrote: actually, it's chrome's bug, which is fixed already, and I believe the fix will be included in the next release of chrome. see also http://code.google.com/p/chromium/issues/detail?id=62123 for users who want it now, I attached the workaround patch too. best wishes sunnavy On 10-11-25 08:35, sunnavy wrote: it's indeed a bug of fckeditor, I have filed a bug report, see http://dev.ckeditor.com/ticket/6717 best wishes sunnavy On 10-11-22 14:26, Gary Holmes wrote: Hi all, We're using RT 3.8.4 on Ubuntu 10.10. I've noticed recently that the textarea that is used to input comments on tickets is not displaying when I'm using Google Chrome. I have 9.0.587.0 but the issue occurred on releases prior to that. Nothing has changed for our setup except the updates to Chrome, so I'm assuming that it's related. If I use IE or Firefox - no problem. From the source produced by .../Ticket/Update.html, in firefox: textarea class=messagebox cols=72 rows=15 name=UpdateContent id= UpdateContent In Chrome: textarea class=messagebox cols=72 rows=15 name=UpdateContent id=UpdateContent style=display: none; I suspect this behavior is programmed in. It used to work OK. Is there a workaround or a fix for this? Thanks, Gary
[rt-users] How to include ticket id of another RT to local RT ticket subject
Hello, does anyone have a script to or knows how to include ticket id of another RT into local ticket subject when the other RT is replying to a message sent by my RT? -- Fernando Frota Machado de Morais Divisao de Redes de Comunicacao Centro de Computacao Universidade Federal de Minas Gerais Brasil Tel. +55(31)3409.4007 Fax. +55(31)3409.4004
[rt-users] Bulk update shows active users and everyone who's emailed into RT
Hey guys, I'm wondering if there is a way to limit the number of users who show up when bulk-updating tickets to only the RT defined users, instead of now where it shows not only those users, but also everyone who has emailed in. I know this is used to allow people access to email RT but perhaps it could store the emails in a transparent database which doesn't show anywhere but the the sql tables? Anyone know if this can be done? -- Kris Supervisor, Sales Technical Support Fibernetics Corporation 605 Boxwood Drive Cambridge ON, N3E1A5
Re: [rt-users] Outbound mail problem (or misunderstanding?)
On Thu, Dec 02, 2010 at 09:48:02AM +, Giuseppe Sollazzo wrote: Hi Kevin and Kenneth sorry for the trim. I'll paste it again below. The requestor and creator of the tickets (if that's what you mean by using reply) are the same person (i.e. I create a ticket with my RT account - using LDAP), and set my e-mail address (using LDAP autocompletion) as requestor, which should - according to the configuration - point to the same entry. Actually This shouldn't make a difference though as considering the semantics of the scrip any combination of these should be fine. This makes all the difference in the world. What is your value for $NotifyActor in your config (and you should read the docs associated with it) -kevin So here's the log. I will paste everything I see, creating a new log file - jump to 4] for the problem itself: 1] service start 2] login 3] ticket creation 4] ticket reply 1] Service start: LDAP module loaded [Thu Dec 2 09:14:58 2010] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14) [Thu Dec 2 09:14:58 2010] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Thu Dec 2 09:14:58 2010] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92) [Thu Dec 2 09:14:58 2010] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) [Thu Dec 2 09:15:00 2010] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14) [Thu Dec 2 09:15:00 2010] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Thu Dec 2 09:15:00 2010] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92) [Thu Dec 2 09:15:00 2010] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) [Thu Dec 2 09:15:00 2010] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14) [Thu Dec 2 09:15:00 2010] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Thu Dec 2 09:15:00 2010] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92) [Thu Dec 2 09:15:00 2010] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) 2] I login using my account gsollazz - it logs me in fine [Thu Dec 2 09:17:31 2010] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14) [Thu Dec 2 09:17:31 2010] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Thu Dec 2 09:17:31 2010] [debug]: Calling UserExists with $username (gsollazz) and $service (My_LDAP) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105) [Thu Dec 2 09:17:31 2010] [debug]: UserExists params: username: gsollazz , service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274) [Thu Dec 2 09:17:31 2010] [debug]: LDAP Search === Base: ou=people,o=(edited) == Filter: ((uid=*)(uid=gsollazz)) == Attrs: (edited) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304) [Thu Dec 2 09:17:31 2010] [debug]: Password validation required for service - Executing... (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:155) [Thu Dec 2 09:17:31 2010] [debug]: Trying external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:16) [Thu Dec 2 09:17:31 2010] [debug]: LDAP Search === Base: ou=people,o=(edited) == Filter: ((uid=gsollazz)(uid=*)) == Attrs: dn (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:43) [Thu Dec 2 09:17:31 2010] [debug]: Found LDAP DN: uid=gsollazz,ou=(edited) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:75) [Thu Dec 2 09:17:31 2010] [info]: RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK (
Re: [rt-users] Notify based on CF
Do you want a partial solution, to get started? I installed RT::Extension::ExtractCustomFieldValues and I think your first step would be to add a Scrip for On Create with action Extract Custom Field Values but exactly what you'd need to do then eludes me. Something like Create a template where the To: line is based on the value in the Custom Field But I'm still pretty new at all this RT stuff. 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.comhttp://www.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. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kurt Engle Sent: Wednesday, December 01, 2010 7:05 PM To: rt-users Subject: [rt-users] Notify based on CF 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] Bulk update shows active users and everyone who's emailed into RT
On Thu, Dec 02, 2010 at 09:05:31AM -0500, Kris Germann wrote: I'm wondering if there is a way to limit the number of users who show up when bulk-updating tickets to only the RT defined users, instead of now where it shows not only those users, but also everyone who has emailed in. I know this is used to allow people access to email RT but perhaps it could store the emails in a transparent database which doesn't show anywhere but the the sql tables? You don't say where the users show up, but you've most likely granted OwnTicket too widely (such as to Everyone or Unprivileged) -kevin pgphQy9jfEGUA.pgp Description: PGP signature
Re: [rt-users] Outbound mail problem (or misunderstanding?)
Let me just say that no mention of $NotifyActor is made in the book until the Appendix - maybe it should get some more importance as I would have expected the default behaviour to be the opposite one. Updates to the wiki or documentation patches to make it clearer are certainly welcome. (And if I can be a little pedantic, wouldn't one expect that $NotifyActor=0 suppress also the first ticket creation notification if the rationale is, as the book says, not to notify the person who performs the update as they already know what they've done?) Autoreply isn't actually a Notify action, so it doesn't check it. -kevin Thanks a lot for the help - I've now added $NotifyActor to the configuration and got it to work as expected ;) Giuseppe So here's the log. I will paste everything I see, creating a new log file - jump to 4] for the problem itself: 1] service start 2] login 3] ticket creation 4] ticket reply 1] Service start: LDAP module loaded [Thu Dec 2 09:14:58 2010] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14) [Thu Dec 2 09:14:58 2010] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Thu Dec 2 09:14:58 2010] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92) [Thu Dec 2 09:14:58 2010] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) [Thu Dec 2 09:15:00 2010] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14) [Thu Dec 2 09:15:00 2010] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Thu Dec 2 09:15:00 2010] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92) [Thu Dec 2 09:15:00 2010] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) [Thu Dec 2 09:15:00 2010] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14) [Thu Dec 2 09:15:00 2010] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Thu Dec 2 09:15:00 2010] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92) [Thu Dec 2 09:15:00 2010] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) 2] I login using my account gsollazz - it logs me in fine [Thu Dec 2 09:17:31 2010] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14) [Thu Dec 2 09:17:31 2010] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Thu Dec 2 09:17:31 2010] [debug]: Calling UserExists with $username (gsollazz) and $service (My_LDAP) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105) [Thu Dec 2 09:17:31 2010] [debug]: UserExists params: username: gsollazz , service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274) [Thu Dec 2 09:17:31 2010] [debug]: LDAP Search === Base: ou=people,o=(edited) == Filter: ((uid=*)(uid=gsollazz)) == Attrs: (edited) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304) [Thu Dec 2 09:17:31 2010] [debug]: Password validation required for service - Executing... (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:155) [Thu Dec 2 09:17:31 2010] [debug]: Trying external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:16) [Thu Dec 2 09:17:31 2010] [debug]: LDAP Search === Base: ou=people,o=(edited) == Filter: ((uid=gsollazz)(uid=*)) == Attrs: dn (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:43) [Thu Dec 2 09:17:31 2010] [debug]: Found LDAP DN: uid=gsollazz,ou=(edited) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:75) [Thu Dec 2 09:17:31 2010] [info]:
Re: [rt-users] How to include ticket id of another RT to local RT ticket subject
On Thu, Dec 02, 2010 at 10:25:06AM -0200, Fernando Frota Machado de Morais wrote: does anyone have a script to or knows how to include ticket id of another RT into local ticket subject when the other RT is replying to a message sent by my RT? You don't say what version of RT you're running, but modern RTs include a Scrip that keeps subject tags of external RTs intact. -kevin pgpCrognkN25k.pgp Description: PGP signature
Re: [rt-users] Notify based on CF
On Wed, Dec 01, 2010 at 04:04:59PM -0800, Kurt Engle wrote: 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... I'd have a Scrip that set the Owner based on that CF and then have a scrip that notifies Owners on owner change. -kevin pgp2j0uDuyuN9.pgp Description: PGP signature
Re: [rt-users] Bulk update shows active users and everyone who's emailed into RT
That was obscenely generic wasn't it... Sorry. Under Bulk Update, the option of Make Owner: shows all of the RT created users along with all of the email correspondence users, however under Global group rights for RT I see 'Everyone:' having 'No rights granted'. Kris Supervisor, Sales Technical Support Fibernetics Corporation 605 Boxwood Drive Cambridge ON, N3E1A5 On 10-12-02 09:59 AM, Kevin Falcone wrote: On Thu, Dec 02, 2010 at 09:05:31AM -0500, Kris Germann wrote: I'm wondering if there is a way to limit the number of users who show up when bulk-updating tickets to only the RT defined users, instead of now where it shows not only those users, but also everyone who has emailed in. I know this is used to allow people access to email RT but perhaps it could store the emails in a transparent database which doesn't show anywhere but the the sql tables? You don't say where the users show up, but you've most likely granted OwnTicket too widely (such as to Everyone or Unprivileged) -kevin
Re: [rt-users] Bulk update shows active users and everyone who's emailed into RT
On Thu, Dec 02, 2010 at 10:11:37AM -0500, Kris Germann wrote: That was obscenely generic wasn't it... Sorry. Under Bulk Update, the option of Make Owner: shows all of the RT created users along with all of the email correspondence users, however under Global group rights for RT I see 'Everyone:' having 'No rights granted'. It doesn't have to be done globally, it could be that a disabled queue has Everyone given OwnTicket, and RT has to make some assumptions in bulk update since you can be updating tickets across queues. If you can't find it by poking through your queue and global rights, you may need to go select * from ACL where RightName = 'OwnTicket' and work out where it comes from -kevin On Thu, Dec 02, 2010 at 09:05:31AM -0500, Kris Germann wrote: I'm wondering if there is a way to limit the number of users who show up when bulk-updating tickets to only the RT defined users, instead of now where it shows not only those users, but also everyone who has emailed in. I know this is used to allow people access to email RT but perhaps it could store the emails in a transparent database which doesn't show anywhere but the the sql tables? You don't say where the users show up, but you've most likely granted OwnTicket too widely (such as to Everyone or Unprivileged) -kevin pgpGQNU1W2WNG.pgp Description: PGP signature
Re: [rt-users] Notify based on CF
That is exactly what I would like to have happen, but I am having a bit of a challenge finding the correct code snipits to accomplish this. I believe that I am pretty much looking at a big if/then statement. I am pretty much a novice at Perl but can figure things out if pushed in the right direction. If I have a custom field called 'Location' and a user called 'Bob' with an e-mail of 'b...@bob.com', what is the beginning of a scrip that would test the Location and notify Bob if the Location matches, say, Oregon? Do I need two scrips here? One to do the matching and set the owner, and another to do the notification? Thanks for the help, Kurt Engle From: Kevin Falcone falc...@bestpractical.com To: rt-users@lists.bestpractical.com Sent: Thursday, December 2, 2010 7:03:03 AM Subject: Re: [rt-users] Notify based on CF On Wed, Dec 01, 2010 at 04:04:59PM -0800, Kurt Engle wrote: 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... I'd have a Scrip that set the Owner based on that CF and then have a scrip that notifies Owners on owner change. -kevin
Re: [rt-users] Notify based on CF
I have RT::Extension::ExtractCustomFieldValues installed and working. I do not have a problem populating the CF of a ticket. What I do need is a way to test that value and then notify an e-mail address based on the CF value. Basically, I need some help with Perl to accomplish this... Kurt Engle From: Josh Narins jnar...@seniorbridge.com To: Kurt Engle en...@4j.lane.edu, rt-users rt-users@lists.bestpractical.com Sent: Thursday, December 2, 2010 6:26:56 AM Subject: RE: [rt-users] Notify based on CF Do you want a partial solution, to get started? I installed RT::Extension::ExtractCustomFieldValues and I think your first step would be to add a Scrip for On Create with action Extract Custom Field Values but exactly what you'd need to do then eludes me. Something like Create a template where the To: line is based on the value in the Custom Field But I'm still pretty new at all this RT stuff. 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 SeniorBridge 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. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kurt Engle Sent: Wednesday, December 01, 2010 7:05 PM To: rt-users Subject: [rt-users] Notify based on CF 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
[rt-users] mobile interface reply link.
On the ticket display of the mobile interface, at the top, there are three links for Basics, History Reply. I used the reply link without looking closely and it actually made a comment instead of a reply. Can this default action be changed easily? Also, since it does not default to a reply, shouldn't the link text be changed to Comment instead? ~Jason smime.p7s Description: S/MIME Cryptographic Signature
[rt-users] webmux.pl causing Apache to fail
I'm receiving an odd error with RT 3.8.8 on Ubuntu 10.4 and 10.10 x64. Seems to be some kind of update that doesn't play well with webmux.pl. After a few tries I restarted the server to receive this error, despite Apache saying it isn't running: * Starting web server apache2 (98)Address already in use: make_sock: could not bind to address 0.0.0.0:80 no listening sockets available, shutting down Unable to open logs I removed the link to /opt/rt3/etc/apache2-modperl2.conf and Apache ran fine. I edited /opt/rt3/etc/apache2-modperl2.conf and removed this line: #PerlRequire /opt/rt3/bin/webmux.pl Apache was able to start normally. If I enable that line again and attempt to start Apache it just sticks with this line: * Starting web server apache2 Nothing is entered into the Apache logs or the rt.log file. I installed a brand new Ubuntu 10.10 server along with RT and had the exact same problem. Does anyone have any ideas what might be going on or how to fix it? Thanks.
Re: [rt-users] Notify based on CF
Kurt,
I agree with Kevin. The following is a simple scrip that sets the Owner
based on the value in a Custom Field array:
Name: Set owner on CF
Condition:On Create
Action:User-defined
Template: Blank
Stage: TransactionCreate or TransactionBatch
Custom Action Prep:
# --- #
# Set ticket owner based on Custom Field
# KFCrocker 6/01/09
# --- #
# set new ticket owner id value
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $ownerid = 10; # Nobody
my %orgs = qw(
value1999
value2999
value3999
);
my $cf = new RT::CustomField($RT::SystemUser);
$cf-LoadByName(Queue = $ticket-QueueObj-id,Name = CF Name);
return 0 unless $cf-id;
my $cfvalue = $ticket-FirstCustomFieldValue('CFO-Org');
my $ownerid = $orgs{$cfvalue};
# set new Ticket Owner ID
$ticket-SetOwner($ownerid);
return 1;
Custom Action Cleanup:
return 1;
Then follow up by creating a separate notification on Owner change.
Hope this helps.
Kenn
LBNL
On Thu, Dec 2, 2010 at 8:00 AM, Kurt Engle en...@4j.lane.edu wrote:
I have RT::Extension::ExtractCustomFieldValues installed and working. I do
not have a problem populating the CF of a ticket. What I do need is a way to
test that value and then notify an e-mail address based on the CF value.
Basically, I need some help with Perl to accomplish this...
Kurt Engle
--
*From: *Josh Narins jnar...@seniorbridge.com
*To: *Kurt Engle en...@4j.lane.edu, rt-users
rt-users@lists.bestpractical.com
*Sent: *Thursday, December 2, 2010 6:26:56 AM
*Subject: *RE: [rt-users] Notify based on CF
Do you want a partial solution, to get started?
I installed RT::Extension::ExtractCustomFieldValues and I think your first
step would be to add a Scrip for On Create with action Extract Custom
Field Values but exactly what you'd need to do then eludes me. Something
like Create a template where the To: line is based on the value in the
Custom Field
But I'm still pretty new at all this RT stuff.
*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/
[image: SeniorBridge]
--
*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.
*From:* rt-users-boun...@lists.bestpractical.com [mailto:
rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Kurt Engle
*Sent:* Wednesday, December 01, 2010 7:05 PM
*To:* rt-users
*Subject:* [rt-users] Notify based on CF
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] Notify based on CF
Kurt,
Sorry, I forgot to change this line:
my $cfvalue = $ticket-FirstCustomFieldValue('CF Name');
Kenn
LBNL
On Thu, Dec 2, 2010 at 9:25 AM, Kenneth Crocker kfcroc...@lbl.gov wrote:
Kurt,
I agree with Kevin. The following is a simple scrip that sets the Owner
based on the value in a Custom Field array:
Name: Set owner on CF
Condition:On Create
Action:User-defined
Template: Blank
Stage: TransactionCreate or TransactionBatch
Custom Action Prep:
# --- #
# Set ticket owner based on Custom Field
# KFCrocker 6/01/09
# --- #
# set new ticket owner id value
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $ownerid = 10; # Nobody
my %orgs = qw(
value1999
value2999
value3999
);
my $cf = new RT::CustomField($RT::SystemUser);
$cf-LoadByName(Queue = $ticket-QueueObj-id,Name = CF Name);
return 0 unless $cf-id;
my $cfvalue = $ticket-FirstCustomFieldValue('CFO-Org');
my $ownerid = $orgs{$cfvalue};
# set new Ticket Owner ID
$ticket-SetOwner($ownerid);
return 1;
Custom Action Cleanup:
return 1;
Then follow up by creating a separate notification on Owner change.
Hope this helps.
Kenn
LBNL
On Thu, Dec 2, 2010 at 8:00 AM, Kurt Engle en...@4j.lane.edu wrote:
I have RT::Extension::ExtractCustomFieldValues installed and working. I
do not have a problem populating the CF of a ticket. What I do need is a way
to test that value and then notify an e-mail address based on the CF value.
Basically, I need some help with Perl to accomplish this...
Kurt Engle
--
*From: *Josh Narins jnar...@seniorbridge.com
*To: *Kurt Engle en...@4j.lane.edu, rt-users
rt-users@lists.bestpractical.com
*Sent: *Thursday, December 2, 2010 6:26:56 AM
*Subject: *RE: [rt-users] Notify based on CF
Do you want a partial solution, to get started?
I installed RT::Extension::ExtractCustomFieldValues and I think your first
step would be to add a Scrip for On Create with action Extract Custom
Field Values but exactly what you'd need to do then eludes me. Something
like Create a template where the To: line is based on the value in the
Custom Field
But I'm still pretty new at all this RT stuff.
*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/
[image: SeniorBridge]
--
*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.
*From:* rt-users-boun...@lists.bestpractical.com [mailto:
rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Kurt Engle
*Sent:* Wednesday, December 01, 2010 7:05 PM
*To:* rt-users
*Subject:* [rt-users] Notify based on CF
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] Notify based on CF
Ken, thanks for the code. I will give it a go and see what happens. One
question. I am not wanting to set the owner of the ticket, but simply send out
a notification to a specific person based on the CF value. The owner of the
ticket will be set in the usual manner of 'take'ing the ticket.
Does that change this process?
Kurt Engle
From: Kenneth Crocker kfcroc...@lbl.gov
To: rt-users@lists.bestpractical.com
Sent: Thursday, December 2, 2010 9:25:25 AM
Subject: Re: [rt-users] Notify based on CF
Kurt,
I agree with Kevin. The following is a simple scrip that sets the Owner based
on the value in a Custom Field array:
Name: Set owner on CF
Condition:On Create
Action:User-defined
Template: Blank
Stage: TransactionCreate or TransactionBatch
Custom Action Prep:
# --- #
# Set ticket owner based on Custom Field
# KFCrocker 6/01/09
# --- #
# set new ticket owner id value
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $ownerid = 10; # Nobody
my %orgs = qw(
value1 999
value2 999
value3 999
);
my $cf = new RT::CustomField($RT::SystemUser);
$cf-LoadByName(Queue = $ticket-QueueObj-id,Name = CF Name);
return 0 unless $cf-id;
my $cfvalue = $ticket-FirstCustomFieldValue('CFO-Org');
my $ownerid = $orgs{$cfvalue};
# set new Ticket Owner ID
$ticket-SetOwner($ownerid);
return 1;
Custom Action Cleanup:
return 1;
Then follow up by creating a separate notification on Owner change.
Hope this helps.
Kenn
LBNL
On Thu, Dec 2, 2010 at 8:00 AM, Kurt Engle en...@4j.lane.edu wrote:
I have RT::Extension::ExtractCustomFieldValues installed and working. I do not
have a problem populating the CF of a ticket. What I do need is a way to test
that value and then notify an e-mail address based on the CF value.
Basically, I need some help with Perl to accomplish this...
Kurt Engle
From: Josh Narins jnar...@seniorbridge.com
To: Kurt Engle en...@4j.lane.edu , rt-users
rt-users@lists.bestpractical.com
Sent: Thursday, December 2, 2010 6:26:56 AM
Subject: RE: [rt-users] Notify based on CF
Do you want a partial solution, to get started?
I installed RT::Extension::ExtractCustomFieldValues and I think your first step
would be to add a Scrip for On Create with action Extract Custom Field
Values but exactly what you'd need to do then eludes me. Something like
Create a template where the To: line is based on the value in the Custom
Field
But I'm still pretty new at all this RT stuff.
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
SeniorBridge
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.
From: rt-users-boun...@lists.bestpractical.com [mailto:
rt-users-boun...@lists.bestpractical.com ] On Behalf Of Kurt Engle
Sent: Wednesday, December 01, 2010 7:05 PM
To: rt-users
Subject: [rt-users] Notify based on CF
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] Prevent users of a group from seeing the tickets of the another group on the same queue
On Thu, Dec 02, 2010 at 09:58:08AM -0800, Kenneth Crocker wrote: Can I assume that there will be a separate Queue for each department? Kenn, he ruled that out explicitly. Guillermo - I suspect you'll need to do the technique where you say Requestors and CCs can see tickets rather than Privileged can see all tickets in the queue and then scrip that when someone requests a ticket, their managers are added as Ccs. There has been past discussion of this that should be available in the list archives. -kevin 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? pgp6wTK07qX5e.pgp Description: PGP signature
[rt-users] Request Tracker Adding Users Issue
Hello, I am getting this error when trying to create new user in Request Tracker in the gui login.. Can't call method Disabled on an undefined value at /opt/rt3.9.6/bin/../lib/RT/User_Overlay.pm line 1062. Can someone help?...thanks in advance
Re: [rt-users] How to include ticket id of another RT to local RT ticket subject
RT 3.8.0 I need to extract subject tags from external RTs and include them (or the new ones) into my ticket subject, to avoid creation of new tickets when one RT answer to another. -- Fernando Frota Machado de Morais Divisao de Redes de Comunicacao Centro de Computacao Universidade Federal de Minas Gerais Brasil Tel. +55(31)3409.4007 Fax. +55(31)3409.4004 Em quinta-feira 02 dezembro 2010, às 13:02:22, Kevin Falcone escreveu: On Thu, Dec 02, 2010 at 10:25:06AM -0200, Fernando Frota Machado de Morais wrote: does anyone have a script to or knows how to include ticket id of another RT into local ticket subject when the other RT is replying to a message sent by my RT? You don't say what version of RT you're running, but modern RTs include a Scrip that keeps subject tags of external RTs intact. -kevin
Re: [rt-users] How to include ticket id of another RT to local RT ticket subject
On Thu, Dec 02, 2010 at 06:40:44PM -0200, Fernando Frota Machado de Morais wrote: RT 3.8.0 You want a newer RT and that will just work 3.8.0 is several years behind on bugfixes -kevin I need to extract subject tags from external RTs and include them (or the new ones) into my ticket subject, to avoid creation of new tickets when one RT answer to another. -- Fernando Frota Machado de Morais Divisao de Redes de Comunicacao Centro de Computacao Universidade Federal de Minas Gerais Brasil Tel. +55(31)3409.4007 Fax. +55(31)3409.4004 Em quinta-feira 02 dezembro 2010, às 13:02:22, Kevin Falcone escreveu: On Thu, Dec 02, 2010 at 10:25:06AM -0200, Fernando Frota Machado de Morais wrote: does anyone have a script to or knows how to include ticket id of another RT into local ticket subject when the other RT is replying to a message sent by my RT? You don't say what version of RT you're running, but modern RTs include a Scrip that keeps subject tags of external RTs intact. -kevin pgp7I9b0IRpUy.pgp Description: PGP signature
[rt-users] viewing custom fields via REST
I am using the RT::Client::REST modules but the code for accessing custom
fields no longer works. I think this is because some change was made to RT in
the last year and the REST code hasn't been updated since then.
CPAN says that I should be able to view my custom fields via this command but
it is not working:
# Get a list of ticket's custom field names:
my @custom_fields = $ticket-cf;
I am able to access the ticket okay -- here is a partial dump of it:
$VAR1 = bless( {
'_admin_cc' = [],
'_creator' = 'jsweeny',
'_created' = 'Fri Nov 19 21:56:23 2010',
'_time_worked' = '',
'_id' = 'REDACTED',
'_status' = 'open',
'_priority' = '',
'_initial_priority' = '',
'_subject' = 'REDACTED',
'_due' = undef,
'_time_estimated' = '',
'_time_left' = '',
'_queue' = 'General',
'_cc' = [],
'__dirty' = {},
'_resolved' = undef,
'_starts' = undef,
...
Any ideas? Thanks,
--
~Jonny Sweeny, GSEC, GCWN, GCIH, GWAS
Incident Response Manager, Lead Security Analyst
Office of the VP for Information Technology, Indiana University
PGP S/MIME: http://informationsecurity.iu.edu/Jonny_Sweeny
jswe...@iu.edu -- phone: (812) 855-4194 -- fax: (812) 856-1011
