[rt-users] admincc get notification by BCC
Hi, I studied more carefully the RT Essential book and RT online resources... but I still have some doubts. I'm guessing why RT send notification to the admincc only via BCC. What is the real reason behind this behaviour? I supposed the goal is to not to expose the mail address to CC, requestors and other recips but if scrips are differents, different mail are sent: - cc, requestors, other recips receive a Correspondence - admincc receive a Admin Correspondence so the admincc could not be exposed to externals. Am I right? Can someone explain me the reason behind that decision? But on a scrips with action Notify Owner, Requestors, CCs, and AdminCCs as Comment there is only one email, so the AdminCC should be hided to not expose them... correct? There are simple ways to switch that featurs and put all the admincc in CC instead in BCC? I think that is a bit confusing if someone reply to someone else and write Please do this but who receive it do not know exactly who are the recipients of that email... Or am I wrong? Thanks! Matteo
[rt-users] new status not available
Hi all, my rt is a rt3.8.7 I've a problem with a new status. I've implement two new status 'certified' and 'not_certified' RT_Siteconfig: ... Set(@ActiveStatus, qw(new open stalled)); Set(@InactiveStatus, qw(certified not_certified resolved closed rejected deleted)); ... I can change the status of a ticket to 'certified' but not to 'not_certified'. Error message: Ticket 6073: Illegal value for Status Any help is appreciated. Cheers, Björn
Re: [rt-users] new status not available
Status Name Too Long. Max 10 Chars. Von meinem iPhone gesendet Am 28.01.2011 um 13:58 schrieb Björn Schulz bjoern.sch...@desy.de: Hi all, my rt is a rt3.8.7 I've a problem with a new status. I've implement two new status 'certified' and 'not_certified' RT_Siteconfig: ... Set(@ActiveStatus, qw(new open stalled)); Set(@InactiveStatus, qw(certified not_certified resolved closed rejected deleted)); ... I can change the status of a ticket to 'certified' but not to 'not_certified'. Error message: Ticket 6073: Illegal value for Status Any help is appreciated. Cheers, Björn
[rt-users] scripts for daily notifications for unassigned and unresolved tickets
When I used RT2, I had 2 perl scripts I ran daily from cron which gave status on tickets: 1) sent a list of unassigned tickets to certain people I defined. 2) sent a reminder to people with unresolved tickets, with their ticket numbers. Do similar scripts exist somewhere for RT3? Thanks!
Re: [rt-users] Route tickets to queues based on TO email address
Stephen, We do something like this. We have a Triage Queue that receives email for a large support group that supports 8 different applications, hence 8 possible support Queues for the ticket to be created in. We use a scrip in the Triage queue to evaluate the incoming Email and based on the results of that evaluation, create the ticket in the correct support Queue *OR*leave it in the Triage Queue for further scrutiny. For us, it's easy because we installed CommandByMail and therefore any incoming Email will include a Custom Field value (based on a template we gave our users) that is used in the scrip to determine where to create the new ticket. If you have CommandByMail installed, I'd be more than happy to send you a version of our scrip. Kenn LBNL On Thu, Jan 27, 2011 at 4:01 PM, Stephen De Vight step...@healthsol.netwrote: I would like to be able to route tickets to different queues based on the “to” address in the headers of the incoming emails. Right now I have one mailbox (ithelp@company) with several aliases (qa@company and po@company). I would like to route incoming messages to different queues based the “to” address. I want to avoid setting up multiple mailboxes because we will have about a dozen of these aliases and don’t want to spend the extra money to support the additional mailboxes. Currently fetchmail is handling the incoming mail with this config: poll mail.xx.net protocol imap username ithelp password xxx mda /usr/bin/rt-mailgate --queue general --action correspond --url http://localhost/rt/; no keep I’ve done some research into this and have seen multiple possibilities on how to handle this issue, but frankly I don’t have a lot of experience dealing with email backends, especially on Linux. My options seem to be: 1) Use fetchmail to direct the messages to some sort of intermediary MDA that parses the header and forwards to rt-mailgate passing the correct queue variable 2) Re-write rt-mailgate to direct to correct queues (after staring at the code for a while I’m still not sure how to even start) 3) Have a script on my “general” queue that moves messages to the correct queue, similar to this http://requesttracker.wikia.com/wiki/EmailRouting (but there doesn’t seem to be a variable I can use here to pull the “to” address) Does anyone have any experience dealing with this? I don’t need a step by step tutorial, but a better idea of how to handle this would be much appreciated! Thanks, Stephen De Vight Health Solutions Network
Re: [rt-users] new status not available
Bjorn, Also, *I may be wrong*, but I think I remember reading something about adding inactive statuses causes a problem for some RT routines. Active is OK, as I've added a couple myself and all works well. Kenn LBNL 2011/1/28 Björn Schulz bjoern.sch...@desy.de Hi all, my rt is a rt3.8.7 I've a problem with a new status. I've implement two new status 'certified' and 'not_certified' RT_Siteconfig: ... Set(@ActiveStatus, qw(new open stalled)); Set(@InactiveStatus, qw(certified not_certified resolved closed rejected deleted)); ... I can change the status of a ticket to 'certified' but not to 'not_certified'. Error message: Ticket 6073: Illegal value for Status Any help is appreciated. Cheers, Björn
Re: [rt-users] scripts for daily notifications for unassigned and unresolved tickets
Joseph, If you're on 3.8.x, this can be done using Dashboards. Kenn LBNL On Fri, Jan 28, 2011 at 8:10 AM, Joseph Spenner joseph85...@yahoo.comwrote: When I used RT2, I had 2 perl scripts I ran daily from cron which gave status on tickets: 1) sent a list of unassigned tickets to certain people I defined. 2) sent a reminder to people with unresolved tickets, with their ticket numbers. Do similar scripts exist somewhere for RT3? Thanks!
Re: [rt-users] scripts for daily notifications for unassigned and unresolved tickets
HEllo, From RT wiki : Email reminders - DueDateRemindersByEmailhttp://requesttracker.wikia.com/wiki/DueDateRemindersByEmail- A script (to be run daily) that sends email notifications for expired tickets to owners and Queues/Tickets AdminCChttp://requesttracker.wikia.com/wiki/AdminCC - rt-remind http://www.cs.kent.ac.uk/people/staff/tdb/rt3/ - Stick this in your crontab to send out reminders about open tickets. - rtReminderMails http://requesttracker.wikia.com/wiki/RtReminderMails- Cronscript that sends mails about reminders that are due in the next two days to the ticket and reminder owners. - rtUnifiedreminderhttp://requesttracker.wikia.com/wiki/RtUnifiedreminder- All the other reminder scripts are based on StartDatehttp://requesttracker.wikia.com/index.php?title=StartDateaction=editredlink=1, DueDate http://requesttracker.wikia.com/wiki/DueDate or Priority but not all organizations make use of those fields. Also, all the other scripts only send plaintext email to the ticket owner. This script sends one HTML mail (so you can click the tickets and links to RT searches) that lists all tickets that seem to be getting too old without being touched. Too old is based on LastUpdatedhttp://requesttracker.wikia.com/index.php?title=LastUpdatedaction=editredlink=1field, with the amount of time configurable for New, Open and Stalled tickets. Minifab 2011/1/28 Joseph Spenner joseph85...@yahoo.com When I used RT2, I had 2 perl scripts I ran daily from cron which gave status on tickets: 1) sent a list of unassigned tickets to certain people I defined. 2) sent a reminder to people with unresolved tickets, with their ticket numbers. Do similar scripts exist somewhere for RT3? Thanks!
Re: [rt-users] new status not available
On Fri, Jan 28, 2011 at 09:58:55AM -0800, Kenneth Crocker wrote: Also, I may be wrong, but I think I remember reading something about adding inactive statuses causes a problem for some RT routines. What problems are these? I'm not aware of any. As observed by another user, the problem is that the Status is too long to fit in the database field in 3.8. -kevin Active is OK, as I've added a couple myself and all works well. Kenn LBNL 2011/1/28 Bj*rn Schulz [1]bjoern.sch...@desy.de Hi all, my rt is a rt3.8.7 I've a problem with a new status. I've implement two new status 'certified' and 'not_certified' RT_Siteconfig: ... Set(@ActiveStatus, qw(new open stalled)); Set(@InactiveStatus, qw(certified not_certified resolved closed rejected deleted)); ... I can change the status of a ticket to 'certified' but not to 'not_certified'. Error message: Ticket 6073: Illegal value for Status Any help is appreciated. Cheers, Bj*rn References Visible links 1. mailto:bjoern.sch...@desy.de pgpsGFu7gTLTF.pgp Description: PGP signature
[rt-users] Any gotchas for load balancing RT's front end?
We are looking at possibly load balancing RT's web front end. Our sessions are DB based. Are there any gotchas to consider? RT 3.6.3 (I know, I know) Thanks. -Todd
Re: [rt-users] Any gotchas for load balancing RT's front end?
On Fri, Jan 28, 2011 at 04:35:01PM -0500, Todd Chapman wrote: We are looking at possibly load balancing RT's web front end. Our sessions are DB based. Are there any gotchas to consider? RT 3.6.3 (I know, I know) Thanks. -Todd We have not needed to do this for RT yet, but you should provide for some level of persistance for connections to leverage RT's internal caching. A pure round-robin load balance will have both frontends doing more work than they need to do. It may also be worth revisiting your settings for KeepAlive on your web servers as well to maximize performance and minimize resource usage. Regards, Ken
[rt-users] RT on OpenSUSE 11.3 64-bit w/mod_perl
I'm getting a constant segfault error 4 in libc-2.11.2.so with the configuration given in the subject line. I've read the lists and found this thread : http://www.gossamer-threads.com/lists/rt/users/97348?do=post_view_threaded#97348 I want to configure fast-cgi but the examples given in the thread don't get me there. I've also read the mod-fcgid docs and I can get fast-cgi to work but then it bombs with that it can't read the webmux.pl file in /opt/rt3/bin. I even uninstalled the RPM packages and manually installed Apache2 and mod_perl but it still is segfaulting. I configured RT with the following configure line: ./configure --with-apachectl=/usr/sbin/apache2ctl --with-web-user=wwwrun --with-web-group=www --with-rt-group=rt My Apache config for my virtual host looks like: VirtualHost x.x.x.x ServerName rt.example.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 # optional apache logs for RT ErrorLog /var/log/apache2/rt3-error_log TransferLog /var/log/apache2/rt3-access_log AddHandler fastcgi-script fcgi PerlRequire /opt/rt3/bin/webmux.pl Location /NoAuth/images SetHandler default /Location Location / SetHandler fastcgi-script /Location Directory /opt/rt3/share/html Options FollowSymLinks AllowOverride None Order allow,deny Allow from all /Directory ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ Directory /opt/rt3/bin Options +ExecCGI AllowOverride None Order allow,deny Allow from all /Directory /VirtualHost Hopefully I'm just missing something. I wish mod_perl would just work but all I need is RT to work using mod_perl or mod_fcgid. Any ideas? Thanks, Mike
Re: [rt-users] Any gotchas for load balancing RT's front end?
Hi Todd We use several webservers and an F5 in Front, it's important that you make sure The Sessions of a logged in user come to The Same Webserver. Can Sent to you our setup. Von meinem iPhone gesendet Am 28.01.2011 um 22:35 schrieb Todd Chapman t...@chaka.net: We are looking at possibly load balancing RT's web front end. Our sessions are DB based. Are there any gotchas to consider? RT 3.6.3 (I know, I know) Thanks. -Todd
