[rt-users] NTLM and fetchmail

[Raphaël MOUNEYRES]

hi,

on a RT3.8.8 i've successfully configured NTLM authentification, but now i 
have a problem with fetchmail wich takes the emails from an imap server.
Fetchmail is able to grab the messages, but when forwarding to 
/opt/rt3/sbin/rt-mailgate, apache is answering an "401 Authorization 
required" so emails are not passed to RT (nor deleted from the server)

I beleive i have a misconfiguration either in apache or fetchmail rc file, 
but can't get it to work correctly, may someone have a look ?

/etc/crontab
*/1 * * * 1-5 root fetchmail -f /root/.fetchmailrc -v

.fetchmailrc   (placed in /root/)
poll imapserver proto imap
user u...@yy.com
pass x
mda "perl /opt/rt3/bin/rt-mailgate --url http://myserver --queue General 
--action correspond"

rt3.conf

   ServerName myserver
   ServerAdmin x...@yy.com

   DocumentRoot /opt/rt3/share/html
   AddDefaultCharset UTF-8
 
 
   Order allow,deny
   Allow from all
   AuthName "Request Tracker"
   AuthType NTLM
   NTLMAuth on
   NTLMAuthoritative on
   NTLMDomain mydomain
   NTLMServer machine.mydomain
   require valid-user
   

   PerlModule Apache2::compat
   PerlModule Apache::DBI
   PerlRequire /opt/rt3/bin/webmux.pl

   
SetHandler perl-script
PerlHandler RT::Mason
   
   
Satisfy any
Allow from all
   



Raphaël
#
" Ce courriel et les documents qui lui sont joints peuvent contenir des
informations confidentielles ou ayant un caractère privé. S'ils ne vous sont
pas destinés, nous vous signalons qu'il est strictement interdit de les
divulguer, de les reproduire ou d'en utiliser de quelque manière que ce
soit le contenu. Si ce message vous a été transmis par erreur, merci d'en
informer l'expéditeur et de supprimer immédiatement de votre système
informatique ce courriel ainsi que tous les documents qui y sont attachés."


   **

" This e-mail and any attached documents may contain confidential or
proprietary information. If you are not the intended recipient, you are
notified that any dissemination, copying of this e-mail and any attachments
thereto or use of their contents by any means whatsoever is strictly
prohibited. If you have received this e-mail in error, please advise the
sender immediately and delete this e-mail and all attached documents
from your computer system."
#

[rt-users] SLA extension - over time zones

[andrew waterson]

Hi all,

 

I am new to RT and trying to setup the SLA extension over both GMT and EST.
Is there any way to setup this extension to have two separate business hours
one for GMT and another for EST?

 

Thanks in advance

 

Andrew

 

Re: [rt-users] SLA extension - over time zones

[Ruslan Zakirov]

On Tue, May 24, 2011 at 1:37 PM, andrew waterson  wrote:
> Hi all,
>
> I am new to RT and trying to setup the SLA extension over both GMT and EST.
> Is there any way to setup this extension to have two separate business hours
> one for GMT and another for EST?

I don't think so. It works in server's TZ.

> Thanks in advance
>
> Andrew

-- 
Best regards, Ruslan.

Re: [rt-users] NTLM and fetchmail

[Ruslan Zakirov]

Hi,

/REST/1.0/NoAuth/mail-gateway location should be excluded from
authentication. However, it's better to limit hosts that can access by
IP.

2011/5/24 Raphaël MOUNEYRES :
>
> hi,
>
> on a RT3.8.8 i've successfully configured NTLM authentification, but now i
> have a problem with fetchmail wich takes the emails from an imap server.
> Fetchmail is able to grab the messages, but when forwarding to
> /opt/rt3/sbin/rt-mailgate, apache is answering an "401 Authorization
> required" so emails are not passed to RT (nor deleted from the server)
>
> I beleive i have a misconfiguration either in apache or fetchmail rc file,
> but can't get it to work correctly, may someone have a look ?
>
> /etc/crontab
> */1 * * * 1-5 root fetchmail -f /root/.fetchmailrc -v
>
> .fetchmailrc   (placed in /root/)
> poll imapserver proto imap
> user u...@yy.com
> pass x
> mda "perl /opt/rt3/bin/rt-mailgate --url http://myserver --queue General
> --action correspond"
>
> rt3.conf
> 
>    ServerName myserver
>    ServerAdmin x...@yy.com
>
>    DocumentRoot /opt/rt3/share/html
>    AddDefaultCharset UTF-8
>
>  
>        Order allow,deny
>        Allow from all
>        AuthName "Request Tracker"
>        AuthType NTLM
>        NTLMAuth on
>        NTLMAuthoritative on
>        NTLMDomain mydomain
>        NTLMServer machine.mydomain
>        require valid-user
>    
>
>    PerlModule Apache2::compat
>    PerlModule Apache::DBI
>    PerlRequire /opt/rt3/bin/webmux.pl
>
>    
>             SetHandler perl-script
>             PerlHandler RT::Mason
>    
>    
>         Satisfy any
>         Allow from all
>    
>
> 
>
> Raphaël
>
> #
> " Ce courriel et les documents qui lui sont joints peuvent contenir des
> informations confidentielles ou ayant un caractère privé. S'ils ne vous sont
> pas destinés, nous vous signalons qu'il est strictement interdit de les
> divulguer, de les reproduire ou d'en utiliser de quelque manière que ce
> soit le contenu. Si ce message vous a été transmis par erreur, merci d'en
> informer l'expéditeur et de supprimer immédiatement de votre système
> informatique ce courriel ainsi que tous les documents qui y sont attachés."
>
>
>**
>
> " This e-mail and any attached documents may contain confidential or
> proprietary information. If you are not the intended recipient, you are
> notified that any dissemination, copying of this e-mail and any attachments
> thereto or use of their contents by any means whatsoever is strictly
> prohibited. If you have received this e-mail in error, please advise the
> sender immediately and delete this e-mail and all attached documents
> from your computer system."
> #
>



-- 
Best regards, Ruslan.

Re: [rt-users] NTLM and fetchmail

[Raphaël MOUNEYRES]

Brilliant, works perfectly :) Thanks Ruz

just a comment : i'm surprised to have to exclude a REST directory that is 
not used here, but i beleive it's the RT internal logic.

May it be documented somewhere in the wiki ?




Ruslan Zakirov  
Envoyé par : ruslan.zaki...@gmail.com
24/05/2011 11:47

A
Raphaël MOUNEYRES 
cc
rt-users@lists.bestpractical.com
Objet
Re: [rt-users] NTLM and fetchmail






Hi,

/REST/1.0/NoAuth/mail-gateway location should be excluded from
authentication. However, it's better to limit hosts that can access by
IP.

2011/5/24 Raphaël MOUNEYRES :
>
> hi,
>
> on a RT3.8.8 i've successfully configured NTLM authentification, but now 
i
> have a problem with fetchmail wich takes the emails from an imap server.
> Fetchmail is able to grab the messages, but when forwarding to
> /opt/rt3/sbin/rt-mailgate, apache is answering an "401 Authorization
> required" so emails are not passed to RT (nor deleted from the server)
>
> I beleive i have a misconfiguration either in apache or fetchmail rc 
file,
> but can't get it to work correctly, may someone have a look ?
>
> /etc/crontab
> */1 * * * 1-5 root fetchmail -f /root/.fetchmailrc -v
>
> .fetchmailrc   (placed in /root/)
> poll imapserver proto imap
> user u...@yy.com
> pass x
> mda "perl /opt/rt3/bin/rt-mailgate --url http://myserver --queue General
> --action correspond"
>
> rt3.conf
> 
>ServerName myserver
>ServerAdmin x...@yy.com
>
>DocumentRoot /opt/rt3/share/html
>AddDefaultCharset UTF-8
>
>  
>Order allow,deny
>Allow from all
>AuthName "Request Tracker"
>AuthType NTLM
>NTLMAuth on
>NTLMAuthoritative on
>NTLMDomain mydomain
>NTLMServer machine.mydomain
>require valid-user
>
>
>PerlModule Apache2::compat
>PerlModule Apache::DBI
>PerlRequire /opt/rt3/bin/webmux.pl
>
>
> SetHandler perl-script
> PerlHandler RT::Mason
>
>
> Satisfy any
> Allow from all
>
>
> 
>
> Raphaël
>



-- 
Best regards, Ruslan.


#
" Ce courriel et les documents qui lui sont joints peuvent contenir des
informations confidentielles ou ayant un caractère privé. S'ils ne vous sont
pas destinés, nous vous signalons qu'il est strictement interdit de les
divulguer, de les reproduire ou d'en utiliser de quelque manière que ce
soit le contenu. Si ce message vous a été transmis par erreur, merci d'en
informer l'expéditeur et de supprimer immédiatement de votre système
informatique ce courriel ainsi que tous les documents qui y sont attachés."


   **

" This e-mail and any attached documents may contain confidential or
proprietary information. If you are not the intended recipient, you are
notified that any dissemination, copying of this e-mail and any attachments
thereto or use of their contents by any means whatsoever is strictly
prohibited. If you have received this e-mail in error, please advise the
sender immediately and delete this e-mail and all attached documents
from your computer system."
#

[rt-users] New ticket genrated for reminder

[Kyle Thomas]

 

 

Could anyone tell me why when I manually set a reminder for a ticket that I
own it creates an entirely new ticket? I see the reminder showing up fine
but there is a new ticket being generated with the "Subject" line of the
reminder. 

Thanks

Kyle Thomas

[rt-users] Creating Child ticket in other queue

[Kyle Thomas]

Ok I have searched extensively about how to create a child ticket in a
different queue then the parent and I have found that you can do it by
creating a custom field called "Child Queue" and applying that custom field
to whichever queue you want this on. I have done that and I do see the
custom field showing up when I create a child ticket , and I choose the
queue which I want to open the child ticket in, but it still creates it in
the original queue. 

 

I have done some further reading and found that in order for this to work I
have to create a scrip that looks at the CF value and based on that value ,
changes the Queue to the value set in that CF. Can someone give me an
example of how that scrip would look? 

 

I am running 4.0.0 is this something that is already in 4.0 and I am just
missing something. 

 

Any help would be greatly appreciated 

 

 

 

 

Kyle 

Re: [rt-users] Creating Child ticket in other queue

[Emmanuel Lacour]

On Tue, May 24, 2011 at 08:31:37AM -0400, Kyle Thomas wrote:
> Ok I have searched extensively about how to create a child ticket in a
> different queue then the parent and I have found that ...
> 

just use the following extension:

http://search.cpan.org/dist/RT-Extension-SpawnLinkedTicketInQueue/

Re: [rt-users] Creating Child ticket in other queue

[Ruslan Zakirov]

Hi,

Have you seen:

http://search.cpan.org/~ruz/RT-Extension-SpawnLinkedTicketInQueue-0.05/lib/RT/Extension/SpawnLinkedTicketInQueue.pm

On Tue, May 24, 2011 at 4:31 PM, Kyle Thomas  wrote:
> Ok I have searched extensively about how to create a child ticket in a
> different queue then the parent and I have found that you can do it by
> creating a custom field called “Child Queue” and applying that custom field
> to whichever queue you want this on. I have done that and I do see the
> custom field showing up when I create a child ticket , and I choose the
> queue which I want to open the child ticket in, but it still creates it in
> the original queue.
>
>
>
> I have done some further reading and found that in order for this to work I
> have to create a scrip that looks at the CF value and based on that value ,
> changes the Queue to the value set in that CF. Can someone give me an
> example of how that scrip would look?
>
>
>
> I am running 4.0.0 is this something that is already in 4.0 and I am just
> missing something.
>
>
>
> Any help would be greatly appreciated
>
>
>
>
>
>
>
>
>
> Kyle



-- 
Best regards, Ruslan.

Re: [rt-users] Creating Child ticket in other queue

[Kyle Thomas]

Thanks


Kyle Thomas



-Original Message-
From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf
Of Ruslan Zakirov
Sent: Tuesday, May 24, 2011 8:57 AM
To: Kyle Thomas
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Creating Child ticket in other queue

Hi,

Have you seen:

http://search.cpan.org/~ruz/RT-Extension-SpawnLinkedTicketInQueue-0.05/lib/R
T/Extension/SpawnLinkedTicketInQueue.pm

On Tue, May 24, 2011 at 4:31 PM, Kyle Thomas  wrote:
> Ok I have searched extensively about how to create a child ticket in a
> different queue then the parent and I have found that you can do it by
> creating a custom field called "Child Queue" and applying that custom
field
> to whichever queue you want this on. I have done that and I do see the
> custom field showing up when I create a child ticket , and I choose the
> queue which I want to open the child ticket in, but it still creates it in
> the original queue.
>
>
>
> I have done some further reading and found that in order for this to work
I
> have to create a scrip that looks at the CF value and based on that value
,
> changes the Queue to the value set in that CF. Can someone give me an
> example of how that scrip would look?
>
>
>
> I am running 4.0.0 is this something that is already in 4.0 and I am just
> missing something.
>
>
>
> Any help would be greatly appreciated
>
>
>
>
>
>
>
>
>
> Kyle



-- 
Best regards, Ruslan.

Re: [rt-users] dashboard my reminders error after upgrade to RT 4

[Kevin Falcone]

On Mon, May 23, 2011 at 09:05:01PM -0400, Jon Tollerton wrote:
>From my digging, it looks like reminders are actually implemented as 
> separate tickets, but
>they don't really show up unless you go looking for them.  I opened the 
> tickets numbers that
>the dashboard was complaining about and resolved them, which seemed to 
> correct the problem.
>Any potential issues that this may raise?

The usual cause of this is changing your Organization during an
upgrade (or other manual changes to the database), and Reminders can
be global which is why they showed up for everyone. Resolving them
manually is a fine solution.

-kevin

>On 5/20/11 12:54 PM, Jon Tollerton wrote:
> 
>  After upgrading to RT 4 from 3.8.10, I'm seeing several errors in the 
> dashboard reminders
>  section in the form "Couldn't find Ticket for reminder N. Please contact 
> administrator."
>  Oddly enough, it displays on all users' dashboards.  This seems to only 
> affect two or three
>  really old entries as we really don't use the reminder functionality.  
> It's certainly
>  possible that some data was corrupted by my mucking about in the 
> database or by using
>  RT-Shredder incorrectly before it was merged into the mainline, but I'm 
> not sure where to
>  start looking.
> 
>  Thanks,
>  -Jon


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Description: PGP signature

Re: [rt-users] fixing attributes with a CLI script

[Kevin Falcone]

On Mon, May 23, 2011 at 03:00:37PM +1000, Geoff Crompton wrote:
> On 23/05/11 11:12, Geoff Crompton wrote:
> >Hi,
> >
> >I'm trying to repair my searches on test RT installation that I've
> >upgraded from rt3.6 to rt3.8. This problem is described on
> >http://requesttracker.wikia.com/wiki/RepairSearches
> >
> >Rather than doing this manually, or just deleting all saved searches I'm
> >trying to do this with a script. I've copied the
> >/usr/sbin/rt-dump-database-3.8 as a starting point, and stripped out
> >things I don't need from that script.
> >
> >According to my print statements the script is doing what I want, but
> >the changes are not sticking to the database. I'm calling
> >$attribute->SetAttribute() to update the attributes I want to change.
> >Despite this after running the script the searches are still incorrect.
> >
> >I've been reading the RT::Record code, but I don't know what I'm doing
> >wrong. I thought maybe I wasn't committing a transaction, but adding
> >'$RT::Handle->BeginTransaction() and $RT::EndTransaction() didn't change
> >things.
> >
> >Any tips on how to get these changes to make it to the database?
> >
> 
> I've done some more debugging. When I call
> $attribute->SetAttribute() when I get down to
> DBIx::SearchBuilder::Record::__Set() the code returns 'That is
> already the current value'.

Is that actually an RT::Attribute that you're calling SetAttribute on?

You either want to call SetAttribute on the object the Attribute
belongs to, or possibly update with SetContent manually to set the
Content of the attribute.  The source of SetAttribute is quite short
and should show you the relevant methods you need on an Attribute.

-kevin

> It seems DBIx::SearchBuilder::Record::__Value() is returning the
> same string as the __Set() Value arg. I'm not a perl programmer, so
> I don't really know what I'm doing, or why the way I'm calling the
> API is breaking.


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Description: PGP signature

Re: [rt-users] Creating Child ticket in other queue

[Kyle Thomas]

How do I apply it .. I am really new to RT 



Kyle Thomas


 

-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Emmanuel
Lacour
Sent: Tuesday, May 24, 2011 8:53 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Creating Child ticket in other queue

On Tue, May 24, 2011 at 08:31:37AM -0400, Kyle Thomas wrote:
> Ok I have searched extensively about how to create a child ticket in a
> different queue then the parent and I have found that ...
> 

just use the following extension:

http://search.cpan.org/dist/RT-Extension-SpawnLinkedTicketInQueue/

[rt-users] Scrip help

[Barry Carlyon]

Hello all,

Started using RT today, and am trying to write my own scrip. As per 
http://requesttracker.wikia.com/wiki/WriteCustomAction

I've tried copying the example using this:

(current iteration)

MyScrip.pm (in the actions folder)
[code]
package RT::Action::MyScrip;

use strict;
use warnings;

sub Prepare {
  my $self = shift;

  return 1;
}

sub Commit {
  my $self = shift;

  return 1;
}

1;
[/code]

I have the scrip and action setup but my log is throwing this:

[log]
[Tue May 24 14:08:35 2011] [debug]: Found 1 scrips for TransactionCreate stage 
with applicable type(s) Create for txn #248 on ticket #41 
(/usr/local/lib/perl5/site_perl/5.10.1/RT/Scrips_Overlay.pm:377)
[Tue May 24 14:08:35 2011] [error]: Scrip Prepare 1 died. - Require of 
RT::Action:: MyScrip failed.
Attempt to reload RT/Action/MyScrip.pm aborted.
Compilation failed in require at (eval 5748) line 3.

Stack:
  [(eval 5748):3]
  [/usr/local/lib/perl5/site_perl/5.10.1/RT/Scrip_Overlay.pm:443]
  [/usr/local/lib/perl5/site_perl/5.10.1/RT/Scrips_Overlay.pm:241]
  [/usr/local/lib/perl5/site_perl/5.10.1/RT/Transaction_Overlay.pm:169]
  [/usr/local/lib/perl5/site_perl/5.10.1/RT/Record.pm:1457]
  [/usr/local/lib/perl5/site_perl/5.10.1/RT/Ticket_Overlay.pm:660]
  [/usr/local/lib/perl5/site_perl/5.10.1/RT/Interface/Email.pm:1466]
  [/usr/local/share/rt38/html/REST/1.0/NoAuth/mail-gateway:61]


Stack:
  [/usr/local/lib/perl5/site_perl/5.10.1/RT/ScripAction_Overlay.pm:173]
  [/usr/local/lib/perl5/site_perl/5.10.1/RT/Scrip_Overlay.pm:443]
  [/usr/local/lib/perl5/site_perl/5.10.1/RT/Scrips_Overlay.pm:241]
  [/usr/local/lib/perl5/site_perl/5.10.1/RT/Transaction_Overlay.pm:169]
  [/usr/local/lib/perl5/site_perl/5.10.1/RT/Record.pm:1457]
  [/usr/local/lib/perl5/site_perl/5.10.1/RT/Ticket_Overlay.pm:660]
  [/usr/local/lib/perl5/site_perl/5.10.1/RT/Interface/Email.pm:1466]
  [/usr/local/share/rt38/html/REST/1.0/NoAuth/mail-gateway:61] 
(/usr/local/lib/perl5/site_perl/5.10.1/RT/Scrip_Overlay.pm:451)
[Tue May 24 14:08:35 2011] [debug]: Skipping Scrip #1 because it didn't Prepare 
(/usr/local/lib/perl5/site_perl/5.10.1/RT/Scrips_Overlay.pm:244)

[/log]

Can't figure out the problem since I am working from the example.
Any help/advice/example to copy from?



Barry Carlyon
Freelance Web Developer
Freelance Lighting/AV Engineer

http://barrycarlyon.co.uk

mobile: 07729 048 443
skype: barrycarlyon
email: ba...@barrycarlyon.co.uk
msn: ba...@barrycarlyon.co.uk

Re: [rt-users] Creating Child ticket in other queue

[Kevin Falcone]

On Tue, May 24, 2011 at 09:01:11AM -0400, Kyle Thomas wrote:
> How do I apply it .. I am really new to RT 

Start with the README file

http://cpansearch.perl.org/src/RUZ/RT-Extension-SpawnLinkedTicketInQueue-0.05/README

> 
> -Original Message-
> From: rt-users-boun...@lists.bestpractical.com
> [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Emmanuel
> Lacour
> Sent: Tuesday, May 24, 2011 8:53 AM
> To: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Creating Child ticket in other queue
> 
> On Tue, May 24, 2011 at 08:31:37AM -0400, Kyle Thomas wrote:
> > Ok I have searched extensively about how to create a child ticket in a
> > different queue then the parent and I have found that ...
> > 
> 
> just use the following extension:
> 
> http://search.cpan.org/dist/RT-Extension-SpawnLinkedTicketInQueue/
> 


pgpMAdiP3r9kT.pgp
Description: PGP signature

[rt-users] Scrip help

[Barry Carlyon]

To follow up.

I have no idea what I just changed but it is working now.
As in I don't get a fail log type entry now

*confused*



Barry Carlyon
Freelance Web Developer
Freelance Lighting/AV Engineer

http://barrycarlyon.co.uk

mobile: 07729 048 443
skype: barrycarlyon
email: ba...@barrycarlyon.co.uk
msn: ba...@barrycarlyon.co.uk

Re: [rt-users] Scrip help

[Barry Carlyon]

Seems that my RT is compiling scrips and apache restart rather than at Run 
time

Now I'm even more confused as this is not mentioned in the wiki



Barry Carlyon
Freelance Web Developer
Freelance Lighting/AV Engineer

http://barrycarlyon.co.uk

mobile: 07729 048 443
skype: barrycarlyon
email: ba...@barrycarlyon.co.uk
msn: ba...@barrycarlyon.co.uk

On 24 May 2011, at 15:37, Barry Carlyon wrote:

> To follow up.
> 
> I have no idea what I just changed but it is working now.
> As in I don't get a fail log type entry now
> 
> *confused*
> 
> 
> 
> Barry Carlyon
> Freelance Web Developer
> Freelance Lighting/AV Engineer
> 
> http://barrycarlyon.co.uk
> 
> mobile: 07729 048 443
> skype: barrycarlyon
> email: ba...@barrycarlyon.co.uk
> msn: ba...@barrycarlyon.co.uk
> 

[rt-users] Attaching original email to AdminCC Notification Message

[Paul Fincher]

   When a ticket is created I would like to have the original message from
the User (requestor), including message headers, attached to the message
notifying the AdminCCs of the new ticket.   Currently the body is attached
via {$Transaction->Content()} but not the email header information.  Does
anyone know if this is possible?  

 

Thanks in advance,

Paul

This e-mail may contain Green Hills Software Proprietary and Confidential
information, and is intended only for the named recipient(s) above. If you
have received this message in error, or are not a named recipient(s), you
are hereby notified that any dissemination, distribution or copying of this
e-mail is strictly prohibited.  If you have received this message in error,
please immediately notify the sender by return e-mail and delete this e-mail
message from your computer.  Thank you.

 

[rt-users] web UI shifted to the right?

[Jeff Blaine]

RT 3.8.7

Has anyone noticed a strange shift to the right of
the web UI at any point in time?

We noticed this last week for the first time after
using that instance for months.  All of a sudden
even the front-page login box is off-centered.
Searching the filesystem for modified files shows
nothing other than the database and Mason cache.

Clearing the Mason cache + restarting does not
address the issue.

Re: [rt-users] web UI shifted to the right?

[Gene LeDuc]

Recent browser or OS upgrade?  That could affect the processing of css.

Gene

On 5/24/2011 8:32 AM, Jeff Blaine wrote:

RT 3.8.7

Has anyone noticed a strange shift to the right of
the web UI at any point in time?

We noticed this last week for the first time after
using that instance for months. All of a sudden
even the front-page login box is off-centered.
Searching the filesystem for modified files shows
nothing other than the database and Mason cache.

Clearing the Mason cache + restarting does not
address the issue.

[rt-users] Send email from within RT

[Yan Seiner]

We often find ourselves in a position where we need to send email to peopl
who are not necessarily CCs or AdminCC.  Typically this might be outside
parties who review a project we're tracking.

I've been looking for a way to do this and found this:

http://requesttracker.wikia.com/wiki/AutoreplyOrCorrespondence

which is close to what we need but not quite.

I really need a way to send an email with the correct RT headers, subject,
and from address to arbitrary people at any time within RT.

Does anyone know how I could do this?

Thanks,

--Yan

-- 
My daughter is racing a triathlon to raise money for her swim club.  Want
to help?

http://akari.seiner.com

Re: [rt-users] web UI shifted to the right?

[Jeff Blaine]

On 5/24/2011 11:40 AM, Gene LeDuc wrote:

Recent browser or OS upgrade? That could affect the processing of css.


I wish it was that simple :)

This is across many browsers and OSes with no changes
there.



Gene

On 5/24/2011 8:32 AM, Jeff Blaine wrote:

RT 3.8.7

Has anyone noticed a strange shift to the right of
the web UI at any point in time?

We noticed this last week for the first time after
using that instance for months. All of a sudden
even the front-page login box is off-centered.
Searching the filesystem for modified files shows
nothing other than the database and Mason cache.

Clearing the Mason cache + restarting does not
address the issue.

Re: [rt-users] Send email from within RT

[Jesse Vincent]

On Tue, May 24, 2011 at 08:57:35AM -0700, Yan Seiner wrote:
> We often find ourselves in a position where we need to send email to peopl
> who are not necessarily CCs or AdminCC.  Typically this might be outside
> parties who review a project we're tracking.
> 

I'd recommend using a comment and filling in the one-time-cc field.

-j

Re: [rt-users] Creating Child ticket in other queue

[Kyle Thomas]

Ok its installed and received no errors on installation but yet I don't see
extra controls under the links block. I can of course create another ticket
but only within the same queue again 

 

I am running 4.0.0 

 

Links   


Depends
  on : (Create
 ) 

 


Depended

on by : (Create
 ) 

 


Parents

: (Create
 ) 

 


Children

: (Create
 ) 

 


Refers
  to : (Create
 ) 

 


Referred

to by : (Create
 ) 

 

 

 

 

 

 

Kyle

 

 

 

 

-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Tuesday, May 24, 2011 10:18 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Creating Child ticket in other queue

 

On Tue, May 24, 2011 at 09:01:11AM -0400, Kyle Thomas wrote:

> How do I apply it .. I am really new to RT 

 

Start with the README file

 

http://cpansearch.perl.org/src/RUZ/RT-Extension-SpawnLinkedTicketInQueue-0.0
5/README

 

> 

> -Original Message-

> From: rt-users-boun...@lists.bestpractical.com

> [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Emmanuel

> Lacour

> Sent: Tuesday, May 24, 2011 8:53 AM

> To: rt-users@lists.bestpractical.com

> Subject: Re: [rt-users] Creating Child ticket in other queue

> 

> On Tue, May 24, 2011 at 08:31:37AM -0400, Kyle Thomas wrote:

> > Ok I have searched extensively about how to create a child ticket in a

> > different queue then the parent and I have found that ...

> > 

> 

> just use the following extension:

> 

> http://search.cpan.org/dist/RT-Extension-SpawnLinkedTicketInQueue/

> 

[rt-users] New RT installation on CentOS

[nanastasiou]

Hi,

I've been trying to install RT on a new CentOS Server following this guide. 
http://requesttracker.wikia.com/wiki/CentOS5InstallPlusSome
http://requesttracker.wikia.com/wiki/CentOS5InstallPlusSome 

When comes to the EMAIL section I am not sure how to proceed. We don't use
exchange but Gmail to handle all our emails. Can I still use Gmail for
emails with RT ? Thanks

-- 
View this message in context: 
http://old.nabble.com/New-RT-installation-on-CentOS-tp31691158p31691158.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

Re: [rt-users] Send email from within RT

[Yan Seiner]

On Tue, May 24, 2011 9:00 am, Jesse Vincent wrote:
>
>
>
> On Tue, May 24, 2011 at 08:57:35AM -0700, Yan Seiner wrote:
>> We often find ourselves in a position where we need to send email to
>> peopl
>> who are not necessarily CCs or AdminCC.  Typically this might be outside
>> parties who review a project we're tracking.
>>
>
> I'd recommend using a comment and filling in the one-time-cc field.


OK, that makes sense.  Is there some way to get autocomplete or a
click-fill for the email addresses?  Or, better yet, to get Outlook
address book access from RT?

--Yan


-- 
My daughter is racing a triathlon to raise money for her swim club.  Want
to help?

http://akari.seiner.com

Re: [rt-users] Send email from within RT

[Jesse Vincent]

On Tue, May 24, 2011 at 09:29:32AM -0700, Yan Seiner wrote:
> 
> On Tue, May 24, 2011 9:00 am, Jesse Vincent wrote:
> >
> >
> >
> > On Tue, May 24, 2011 at 08:57:35AM -0700, Yan Seiner wrote:
> >> We often find ourselves in a position where we need to send email to
> >> peopl
> >> who are not necessarily CCs or AdminCC.  Typically this might be outside
> >> parties who review a project we're tracking.
> >>
> >
> > I'd recommend using a comment and filling in the one-time-cc field.
> 
> 
> OK, that makes sense.  Is there some way to get autocomplete or a
> click-fill for the email addresses?  Or, better yet, to get Outlook
> address book access from RT?

Yes. What version of RT are you running?

Re: [rt-users] Send email from within RT

[Yan Seiner]

On Tue, May 24, 2011 9:29 am, Yan Seiner wrote:
>
> On Tue, May 24, 2011 9:00 am, Jesse Vincent wrote:
>>
>>
>>
>> On Tue, May 24, 2011 at 08:57:35AM -0700, Yan Seiner wrote:
>>> We often find ourselves in a position where we need to send email to
>>> peopl
>>> who are not necessarily CCs or AdminCC.  Typically this might be
>>> outside
>>> parties who review a project we're tracking.
>>>
>>
>> I'd recommend using a comment and filling in the one-time-cc field.
>
>
> OK, that makes sense.  Is there some way to get autocomplete or a
> click-fill for the email addresses?  Or, better yet, to get Outlook
> address book access from RT?

OK, got it.

http://search.cpan.org/~nchuche/RTx-EmailCompletion-0.06/lib/RTx/EmailCompletion.pm

--Yan

-- 
My daughter is racing a triathlon to raise money for her swim club.  Want
to help?

http://akari.seiner.com

Re: [rt-users] Send email from within RT

[Yan Seiner]

On Tue, May 24, 2011 9:35 am, Jesse Vincent wrote:
>
>
>
> On Tue, May 24, 2011 at 09:29:32AM -0700, Yan Seiner wrote:
>>
>> On Tue, May 24, 2011 9:00 am, Jesse Vincent wrote:
>> >
>> >
>> >
>> > On Tue, May 24, 2011 at 08:57:35AM -0700, Yan Seiner wrote:
>> >> We often find ourselves in a position where we need to send email to
>> >> peopl
>> >> who are not necessarily CCs or AdminCC.  Typically this might be
>> outside
>> >> parties who review a project we're tracking.
>> >>
>> >
>> > I'd recommend using a comment and filling in the one-time-cc field.
>>
>>
>> OK, that makes sense.  Is there some way to get autocomplete or a
>> click-fill for the email addresses?  Or, better yet, to get Outlook
>> address book access from RT?
>
> Yes. What version of RT are you running?

3.8.10.  I did find an autocomplete extension here:

http://search.cpan.org/~nchuche/RTx-EmailCompletion-0.06/lib/RTx/EmailCompletion.pm

and I have it installed and running but Outlook integration would be
outstanding.

--Yan

-- 
My daughter is racing a triathlon to raise money for her swim club.  Want
to help?

http://akari.seiner.com

Re: [rt-users] New RT installation on CentOS

[Mark Jenks]

You would have to enable pop on gmail, and setup fetchmail.

http://requesttracker.wikia.com/wiki/POP3Mailgate

-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of nanastasiou
Sent: Tuesday, May 24, 2011 11:12 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] New RT installation on CentOS


Hi,

I've been trying to install RT on a new CentOS Server following this guide. 
http://requesttracker.wikia.com/wiki/CentOS5InstallPlusSome
http://requesttracker.wikia.com/wiki/CentOS5InstallPlusSome 

When comes to the EMAIL section I am not sure how to proceed. We don't use
exchange but Gmail to handle all our emails. Can I still use Gmail for
emails with RT ? Thanks

-- 
View this message in context: 
http://old.nabble.com/New-RT-installation-on-CentOS-tp31691158p31691158.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


Electronic Privacy Notice. This e-mail, and any attachments, contains 
information that is, or may be, covered by electronic communications privacy
laws, and is also confidential and proprietary in nature. If you are not the 
intended recipient, please be advised that you are legally prohibited from
retaining, using, copying, distributing, or otherwise disclosing this 
information in any manner. Instead, please reply to the sender that you have
received this communication in error, and then immediately delete it. Thank you 
in advance for your cooperation

Re: [rt-users] Creating Child ticket in other queue

[Kyle Thomas]

Disregard 

 

Got this working

 

Thanks for your help! 

 

 

 

 

Kyle Thomas

 

  _  

From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kyle Thomas
Sent: Tuesday, May 24, 2011 12:11 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Creating Child ticket in other queue

 

Ok its installed and received no errors on installation but yet I don't see
extra controls under the links block. I can of course create another ticket
but only within the same queue again 

 

I am running 4.0.0 

 

Links   


Depends
  on : (Create
 ) 

 


Depended

on by : (Create
 ) 

 


Parents

: (Create
 ) 

 


Children

: (Create
 ) 

 


Refers
  to : (Create
 ) 

 


Referred

to by : (Create
 ) 

 

 

 

 

 

 

Kyle

 

 

 

 

-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Tuesday, May 24, 2011 10:18 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Creating Child ticket in other queue

 

On Tue, May 24, 2011 at 09:01:11AM -0400, Kyle Thomas wrote:

> How do I apply it .. I am really new to RT 

 

Start with the README file

 

http://cpansearch.perl.org/src/RUZ/RT-Extension-SpawnLinkedTicketInQueue-0.0
5/README

 

> 

> -Original Message-

> From: rt-users-boun...@lists.bestpractical.com

> [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Emmanuel

> Lacour

> Sent: Tuesday, May 24, 2011 8:53 AM

> To: rt-users@lists.bestpractical.com

> Subject: Re: [rt-users] Creating Child ticket in other queue

> 

> On Tue, May 24, 2011 at 08:31:37AM -0400, Kyle Thomas wrote:

> > Ok I have searched extensively about how to create a child ticket in a

> > different queue then the parent and I have found that ...

> > 

> 

> just use the following extension:

> 

> http://search.cpan.org/dist/RT-Extension-SpawnLinkedTicketInQueue/

> 

[rt-users] scrip to change subject for tickets created w/rt-mailgate

[Sullivan, Rob]

Management here has requested that all major and critical alarms from
our monitoring system are emailed to RT as well as the pagers so that we
can run daily reports on the tickets and provide a high level view of
what's happened overnight for engineering.  The monitoring package sends
out email with the subject line "Event Active!" and the vendor has
informed us this can't change.  Subsequently we'd like to have the event
message which is currently contained in the message body show up in the
subject field on the ticket so that the queue view and subsequent
reports will show the nature of each ticket without having to open it.
For instance, a ticket which currently looks like this:

Sub: Event Active!
Body: 110524 06:34:00 ISD4000 LVL=Maj 10.31.50.11  Redundant card in
slot 4 is active, check health of client modules - Active!

Would look like this:

Sub: LVL=Maj 10.31.50.11  Redundant card in slot 4 is active, check
health of client modules - Active!
Body: 110524 06:34:00 ISD4000 LVL=Maj 10.31.50.11  Redundant card in
slot 4 is active, check health of client modules - Active!

I'm not sure where to start as far as the scrip and template go.  Any
suggestions?
Thanks,

Rob Sullivan
Systems Engineer, Peerless Network Inc
rsulli...@peerlessnetwork.com
312-506-0948

Re: [rt-users] Send email from within RT

[Kevin Falcone]

> 
> 3.8.10.  I did find an autocomplete extension here:
> 
> http://search.cpan.org/~nchuche/RTx-EmailCompletion-0.06/lib/RTx/EmailCompletion.pm
> 
> and I have it installed and running but Outlook integration would be
> outstanding.

Look into RTx-EmailCompletion's LDAP integration and have it search
your AD install.

-kevin


pgpnkHGCZtJS6.pgp
Description: PGP signature

[rt-users] RTx::EmailCompletion - LDAP setup error and RDBMS not disabling

[Mike Johnson]

Hi all,

Thanks to Kevin for pointing out the EmailCompletion extension. I had a user
ask me if I could do this and I hadn't had time to look for it, rt-users
list saved me that time!

I installed it and got it running, works great with default setup.

I'm attempting the LDAP setup and want it NOT to search RT's list(got a
bunch of junk emails I don't want anyone to ever use).

Here is my config settings...

Set($EmailCompletionLdapServer, 'XX.XX.XX.XX');
Set($EmailCompletionLdapBase, 'dc=mydomain,dc=local');
Set($EmailCompletionLdapUser, 'svc_rt');
#Set($EmailCompletionLdapUser, 'cn=service
rt,ou=Users,dc=mydomain,dc=local');
Set($EmailCompletionLdapPass, '**');
Set($EmailCompletionLdapFilter, '(objectClass=person)');
Set($EmailCompletionLdapAttrSearch, [qw/mail cn/]);
Set($EmailCompletionLdapAttrShow, "mail");
Set($EmailCompletionLdapMinLength, 4);
Set($EmailCompletionRdmbsDisable, 1);
I have 2 issues I'm seeing now

1. the EmailCompletionRdmbsDisable doesn't seem to effect the lookup on RT's
database. In the debug logs I see this

[Tue May 24 19:30:01 2011] [debug]: SELECT DISTINCT main.* FROM Users main
JOIN Principals Principals_1  ON ( Principals_1.id = main.id )  WHERE
(main.EmailAddress LIKE '%lori%') AND (Principals_1.PrincipalType = 'User')
ORDER BY main.Name ASC
(/opt/rt3/local/plugins/RTx-EmailCompletion/lib/RTx/EmailCompletion.pm:23)

It's still searching RT's database. Now this could be linked to if the LDAP
is successful or not... but I would think the LDAP search would show up at
least?

2. My LDAP bind fails with the setup above. I get a bind error(below)

[Tue May 24 19:30:01 2011] [crit]: Unable to bind to XX.XX.XX.XX:
LDAP_INVALID_CREDENTIALS
(/opt/rt3/local/plugins/RTx-EmailCompletion/lib/RTx/EmailCompletion/Ldap.pm:24)

I put in distinguishedName, as that's what ExternalAuth uses as well. I ran
another test now nothing shows up in the error log... so I guess it's
binding... but it still doesn't show any results from my LDAP in the popup
list, only the ones from RT's database.

I also ensured there wasn't a limit on size of the popup and searched for
something that only has 1 result from both RT and LDAP databases.

Any thoughts?

-- 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.john...@nosm.ca

Re: [rt-users] How you manage cc.

[Albert Shih]

 Le 17/05/2011 à 09:38:14-0400, Mike Johnson a écrit
> Albert is actually referring to the email that creates the ticket.

Sorry for my long silence (vacations ;-) )
  
> John Doe types up an email...
>  
>  
> To: rt
> Cc: myboss, hisboss, cio, cao, cfo, grandma, grandpa, thedogdownthestreet
> Subject: my computer is broken
> Body: yup it's broken
>  
> myboss receives 1 or more emails(depending on your scrip setup)
>  
> The one Albert is saying he gets replies from is
>  
> From:John Doe
> To: rt
> Cc: myboss,hisboss,cio,cao,cfo,grandma,grandpa,thedogdownthestreet
> Subject: My computer is broken
>  
>  
> myboss hits "reply-all" on this email... this creates a new ticket in RT. 
> There is no way for RT to know that the email from John Doe, and the follow
> email from myboss are actually all in 1 ticket.
>  
> Now... think down the road, say myboss's reply-all is to hisboss, and hisboss
> hits reply-all to myboss and asks the cio,cao, AND cfo a question each... and
> they reply-all to that email.
>  
> All this communication is being sent to rt, as emails without any [rt#number]
> in the subject... and each email creates a new duplicate ticket that all needs
> to be merged in the end...
>  
> My above example will create 7 tickets... each with 1 correspondence
> transaction that should all be in 1 ticket a nightmare to manage... 
>  

Exactly. 

> The only thing my brain can think of besides education of the users...

It's not only education it's also I don't have any solution for : 

To  : support (manage by rt)
cc  : my_college 

Inside the IT-Team we using command-by-email and use AddCc: but that's not
a option for the users. So beside the web interface (maybe it's the good
solution) I don't see any solution for that. 

Thanks a lot

Regards.

JAS
-- 
Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
Téléphone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
mar 24 mai 2011 23:02:24 CEST

Re: [rt-users] How you manage cc.

[Albert Shih]

 Le 17/05/2011 à 10:05:49-0700, Kenneth Crocker a écrit
> Mike,
> 
> Actually, if their RT Queue is set up to send notifications to the Cc's, then
> the second email WILL include the ticket number and a comment that a ticket 
> has
> been created. THAT template should include a comment for the Cc's to NOT use
> Reply all on the former email or to only reply to the RT email. I know it is
> not foolproof, after all, how many users actually READ their email, but it
> works for us about 95% of the time.

Thanks for the tips. 

But for our users generally the sort in the MTA is «by date and thread» so the 
first
mail should be the first mail (not from RT). 

And most of the time the other user don't read the second mail, first they
going to answer the first mail.

Regards.

-- 
Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
Téléphone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
mar 24 mai 2011 23:06:56 CEST

Re: [rt-users] How you manage cc.

[Ruslan Zakirov]

Hi,

Here is an idea to consider. Trick MTAs into suppressing recipients in
case RT gets email. May be at the end it would be trickier than just
that. It might work and help with users who send emails via inhouse
servers.

On Wed, May 25, 2011 at 1:08 AM, Albert Shih  wrote:
>  Le 17/05/2011 à 10:05:49-0700, Kenneth Crocker a écrit
>> Mike,
>>
>> Actually, if their RT Queue is set up to send notifications to the Cc's, then
>> the second email WILL include the ticket number and a comment that a ticket 
>> has
>> been created. THAT template should include a comment for the Cc's to NOT use
>> Reply all on the former email or to only reply to the RT email. I know it is
>> not foolproof, after all, how many users actually READ their email, but it
>> works for us about 95% of the time.
>
> Thanks for the tips.
>
> But for our users generally the sort in the MTA is «by date and thread» so 
> the first
> mail should be the first mail (not from RT).
>
> And most of the time the other user don't read the second mail, first they
> going to answer the first mail.
>
> Regards.
>
> --
> Albert SHIH
> DIO batiment 15
> Observatoire de Paris Meudon
> 5 Place Jules Janssen
> 92195 Meudon Cedex
> Téléphone : 01 45 07 76 26/06 86 69 95 71
> Heure local/Local time:
> mar 24 mai 2011 23:06:56 CEST
>



-- 
Best regards, Ruslan.

Re: [rt-users] How you manage cc.

[Albert Shih]

 Le 25/05/2011 à 01:20:30+0400, Ruslan Zakirov a écrit
Hi, 

> 
> Here is an idea to consider. Trick MTAs into suppressing recipients in

Wouah...that's nuclar-bomb solution ;-) I'm not sure I'm ready for this
kind of solution ;-)

> case RT gets email. May be at the end it would be trickier than just
> that. It might work and help with users who send emails via inhouse
> servers.

event in this case how can I tell RT to add the other recipients to the CC(in
RT meaning ? ).


> >> Actually, if their RT Queue is set up to send notifications to the Cc's, 
> >> then
> >> the second email WILL include the ticket number and a comment that a 
> >> ticket has
> >> been created. THAT template should include a comment for the Cc's to NOT 
> >> use
> >> Reply all on the former email or to only reply to the RT email. I know it 
> >> is
> >> not foolproof, after all, how many users actually READ their email, but it
> >> works for us about 95% of the time.

Best regards.

JAS
-- 
Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
Téléphone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
mar 24 mai 2011 23:23:27 CEST

[rt-users] Sending attachments as links

[Yan Seiner]

We're using RT to manage construction jobs.  Right now, every time someone
adds an attachment, RT generates an email with the attachment to the
AdminCCs.  This is giving us headaches; some of our attachments are 20MB
and this gives email systems fits.

Is it possible to change the template to send the body of the message, and
replace the attachments with links to them?  Or, failing that, just
replace the attachment with a text string telling the recipient to look at
the ticket?


-- 
My daughter is racing a triathlon to raise money for her swim club.  Want
to help?

http://akari.seiner.com

Re: [rt-users] How you manage cc.

[Ruslan Zakirov]

On Wed, May 25, 2011 at 1:25 AM, Albert Shih  wrote:
>  Le 25/05/2011 à 01:20:30+0400, Ruslan Zakirov a écrit
> Hi,
>
>>
>> Here is an idea to consider. Trick MTAs into suppressing recipients in
>
> Wouah...that's nuclar-bomb solution ;-) I'm not sure I'm ready for this
> kind of solution ;-)

Yep, it's radical.

Smart usage of "In-Reply-To" and "References" headers to tie incoming
message to a ticket is less painful and safer.

>> case RT gets email. May be at the end it would be trickier than just
>> that. It might work and help with users who send emails via inhouse
>> servers.
>
> event in this case how can I tell RT to add the other recipients to the CC(in
> RT meaning ? ).

Option called ParseNewMessagesForTicketCcs (or something very close).
Wiki has info on extending functionality to work on follow up messages
(replies and comments).

>> >> Actually, if their RT Queue is set up to send notifications to the Cc's, 
>> >> then
>> >> the second email WILL include the ticket number and a comment that a 
>> >> ticket has
>> >> been created. THAT template should include a comment for the Cc's to NOT 
>> >> use
>> >> Reply all on the former email or to only reply to the RT email. I know it 
>> >> is
>> >> not foolproof, after all, how many users actually READ their email, but it
>> >> works for us about 95% of the time.
>
> Best regards.
>
> JAS
> --
> Albert SHIH
> DIO batiment 15
> Observatoire de Paris Meudon
> 5 Place Jules Janssen
> 92195 Meudon Cedex
> Téléphone : 01 45 07 76 26/06 86 69 95 71
> Heure local/Local time:
> mar 24 mai 2011 23:23:27 CEST
>



-- 
Best regards, Ruslan.

Re: [rt-users] scrip to change subject for tickets created w/rt-mailgate

[Ruslan Zakirov]

Hi,

You need scrips for sure. Start writing required condition. Put
something trivial as action, for example log a string into log files
with $RT::Logger object. As condition you need something like: on
create and subject is "event active!". Wiki has snippets for all of
that. Try. Return back if you fail with more questions.

On Tue, May 24, 2011 at 11:00 PM, Sullivan, Rob
 wrote:
> Management here has requested that all major and critical alarms from
> our monitoring system are emailed to RT as well as the pagers so that we
> can run daily reports on the tickets and provide a high level view of
> what's happened overnight for engineering.  The monitoring package sends
> out email with the subject line "Event Active!" and the vendor has
> informed us this can't change.  Subsequently we'd like to have the event
> message which is currently contained in the message body show up in the
> subject field on the ticket so that the queue view and subsequent
> reports will show the nature of each ticket without having to open it.
> For instance, a ticket which currently looks like this:
>
> Sub: Event Active!
> Body: 110524 06:34:00 ISD4000 LVL=Maj 10.31.50.11  Redundant card in
> slot 4 is active, check health of client modules - Active!
>
> Would look like this:
>
> Sub: LVL=Maj 10.31.50.11  Redundant card in slot 4 is active, check
> health of client modules - Active!
> Body: 110524 06:34:00 ISD4000 LVL=Maj 10.31.50.11  Redundant card in
> slot 4 is active, check health of client modules - Active!
>
> I'm not sure where to start as far as the scrip and template go.  Any
> suggestions?
> Thanks,
>
> Rob Sullivan
> Systems Engineer, Peerless Network Inc
> rsulli...@peerlessnetwork.com
> 312-506-0948
>
>
>



-- 
Best regards, Ruslan.

Re: [rt-users] Sending attachments as links

[Ruslan Zakirov]

http://requesttracker.wikia.com/wiki/AddAttachmentLinksToMail

On Wed, May 25, 2011 at 1:30 AM, Yan Seiner  wrote:
> We're using RT to manage construction jobs.  Right now, every time someone
> adds an attachment, RT generates an email with the attachment to the
> AdminCCs.  This is giving us headaches; some of our attachments are 20MB
> and this gives email systems fits.
>
> Is it possible to change the template to send the body of the message, and
> replace the attachments with links to them?  Or, failing that, just
> replace the attachment with a text string telling the recipient to look at
> the ticket?
>
>
> --
> My daughter is racing a triathlon to raise money for her swim club.  Want
> to help?
>
> http://akari.seiner.com
>
>
>



-- 
Best regards, Ruslan.

Re: [rt-users] Attaching original email to AdminCC Notification Message

[Ruslan Zakirov]

Not exactly, but very close: { $Transaction->ContentObj->Headers }

On Tue, May 24, 2011 at 6:50 PM, Paul Fincher  wrote:
>    When a ticket is created I would like to have the original message from
> the User (requestor), including message headers, attached to the message
> notifying the AdminCCs of the new ticket.   Currently the body is attached
> via {$Transaction->Content()} but not the email header information.  Does
> anyone know if this is possible?
>
>
>
> Thanks in advance,
>
> Paul
>
> This e-mail may contain Green Hills Software Proprietary and Confidential
> information, and is intended only for the named recipient(s) above. If you
> have received this message in error, or are not a named recipient(s), you
> are hereby notified that any dissemination, distribution or copying of this
> e-mail is strictly prohibited.  If you have received this message in error,
> please immediately notify the sender by return e-mail and delete this e-mail
> message from your computer.  Thank you.
>
>



-- 
Best regards, Ruslan.

Re: [rt-users] Scrip help

[Ruslan Zakirov]

Hi,

When you work on a scrip in a file, you either use DevelMode or
restart web server every time you change the file. DevelMode helps in
most cases, but not always. If you see some error you don't understand
and DevelMode is enabled, try server restart, error may be different
after that and make sense.

On Tue, May 24, 2011 at 6:45 PM, Barry Carlyon  wrote:
> Seems that my RT is compiling scrips and apache restart rather than at Run 
> time
>
> Now I'm even more confused as this is not mentioned in the wiki
>
> 
>
> Barry Carlyon
> Freelance Web Developer
> Freelance Lighting/AV Engineer
>
> http://barrycarlyon.co.uk
>
> mobile: 07729 048 443
> skype: barrycarlyon
> email: ba...@barrycarlyon.co.uk
> msn: ba...@barrycarlyon.co.uk
>
> On 24 May 2011, at 15:37, Barry Carlyon wrote:
>
>> To follow up.
>>
>> I have no idea what I just changed but it is working now.
>> As in I don't get a fail log type entry now
>>
>> *confused*
>>
>> 
>>
>> Barry Carlyon
>> Freelance Web Developer
>> Freelance Lighting/AV Engineer
>>
>> http://barrycarlyon.co.uk
>>
>> mobile: 07729 048 443
>> skype: barrycarlyon
>> email: ba...@barrycarlyon.co.uk
>> msn: ba...@barrycarlyon.co.uk
>>
>
>



-- 
Best regards, Ruslan.

Re: [rt-users] Sending attachments as links

[Yan Seiner]

I did that.  I now get the links but I still get the attachments.

>From the docs, Transaction->content should only attach the mime/text part.
 When I take that out, I get no text but I still get the attachments. 
What is attaching the attachemnts?

3.8.10

On Tue, May 24, 2011 2:48 pm, Ruslan Zakirov wrote:
> http://requesttracker.wikia.com/wiki/AddAttachmentLinksToMail
>
> On Wed, May 25, 2011 at 1:30 AM, Yan Seiner  wrote:
>> We're using RT to manage construction jobs.  Right now, every time
>> someone
>> adds an attachment, RT generates an email with the attachment to the
>> AdminCCs.  This is giving us headaches; some of our attachments are 20MB
>> and this gives email systems fits.
>>
>> Is it possible to change the template to send the body of the message,
>> and
>> replace the attachments with links to them?  Or, failing that, just
>> replace the attachment with a text string telling the recipient to look
>> at
>> the ticket?
>>
>>
>> --
>> My daughter is racing a triathlon to raise money for her swim club.
>>  Want
>> to help?
>>
>> http://akari.seiner.com
>>
>>
>>
>
>
>
> --
> Best regards, Ruslan.
>
> !DSPAM:4ddc2f06299341804284693!
>
>


-- 
My daughter is racing a triathlon to raise money for her swim club.  Want
to help?

http://akari.seiner.com

Re: [rt-users] Sending attachments as links

[Yan Seiner]

I did that.  I now get the links but I still get the attachments.

>From the docs, Transaction->content should only attach the mime/text part.
 When I take that out, I get no text but I still get the attachments. 
What is attaching the attachemnts?

3.8.10

On Tue, May 24, 2011 2:48 pm, Ruslan Zakirov wrote:
> http://requesttracker.wikia.com/wiki/AddAttachmentLinksToMail
>
> On Wed, May 25, 2011 at 1:30 AM, Yan Seiner  wrote:
>> We're using RT to manage construction jobs.  Right now, every time
>> someone
>> adds an attachment, RT generates an email with the attachment to the
>> AdminCCs.  This is giving us headaches; some of our attachments are 20MB
>> and this gives email systems fits.
>>
>> Is it possible to change the template to send the body of the message,
>> and
>> replace the attachments with links to them?  Or, failing that, just
>> replace the attachment with a text string telling the recipient to look
>> at
>> the ticket?
>>
>>
>> --
>> My daughter is racing a triathlon to raise money for her swim club.
>>  Want
>> to help?
>>
>> http://akari.seiner.com
>>
>>
>>
>
>
>
> --
> Best regards, Ruslan.
>
> !DSPAM:4ddc2f06299341804284693!
>
>


-- 
My daughter is racing a triathlon to raise money for her swim club.  Want
to help?

http://akari.seiner.com

Re: [rt-users] Sending attachments as links

[Yan Seiner]

HA!

The template has

RT-Attach-Message: yes

change that to

RT-Attach-Message: no

and no more attachments.  POOF!

(OK, probably obvious to all you seasoned hands but us newbies struggle
with the basics.)

On Tue, May 24, 2011 4:26 pm, Yan Seiner wrote:
> I did that.  I now get the links but I still get the attachments.
>
>>From the docs, Transaction->content should only attach the mime/text
>> part..
>  When I take that out, I get no text but I still get the attachments.
> What is attaching the attachemnts?
>
> 3.8.10
>
> On Tue, May 24, 2011 2:48 pm, Ruslan Zakirov wrote:
>> http://requesttracker.wikia.com/wiki/AddAttachmentLinksToMail
>>
>> On Wed, May 25, 2011 at 1:30 AM, Yan Seiner  wrote:
>>> We're using RT to manage construction jobs.  Right now, every time
>>> someone
>>> adds an attachment, RT generates an email with the attachment to the
>>> AdminCCs.  This is giving us headaches; some of our attachments are
>>> 20MB
>>> and this gives email systems fits.
>>>
>>> Is it possible to change the template to send the body of the message,
>>> and
>>> replace the attachments with links to them?  Or, failing that, just
>>> replace the attachment with a text string telling the recipient to look
>>> at
>>> the ticket?
>>>
>>>
>>> --
>>> My daughter is racing a triathlon to raise money for her swim club.
>>>  Want
>>> to help?
>>>
>>> http://akari.seiner.com
>>>
>>>
>>>
>>
>>
>>
>> --
>> Best regards, Ruslan.
>>
>>
>>
>>
>
>
> --
> My daughter is racing a triathlon to raise money for her swim club.  Want
> to help?
>
> http://akari.seiner.com
>
>
>
> !DSPAM:4ddc3f0028351061887518!
>
>


-- 
My daughter is racing a triathlon to raise money for her swim club.  Want
to help?

http://akari.seiner.com

Re: [rt-users] RTx::EmailCompletion - LDAP setup error and RDBMS not disabling

[Roedel, Mark]

Might $EmailCompletionRdbmsDisable be the variable you want here?


From: Mike Johnson mailto:mike.john...@nosm.ca>>
Date: Tue, 24 May 2011 16:34:54 -0400
To: mailto:rt-users@lists.bestpractical.com>>
Subject: [rt-users] RTx::EmailCompletion - LDAP setup error and RDBMS not 
disabling

Set($EmailCompletionRdmbsDisable, 1);
I have 2 issues I'm seeing now

1. the EmailCompletionRdmbsDisable doesn't seem to effect the lookup on RT's 
database. In the debug logs I see this

[Tue May 24 19:30:01 2011] [debug]: SELECT DISTINCT main.* FROM Users main JOIN 
Principals Principals_1  ON ( Principals_1.id = main.id )  
WHERE (main.EmailAddress LIKE '%lori%') AND (Principals_1.PrincipalType = 
'User')  ORDER BY main.Name ASC  
(/opt/rt3/local/plugins/RTx-EmailCompletion/lib/RTx/EmailCompletion.pm:23)

It's still searching RT's database. Now this could be linked to if the LDAP is 
successful or not... but I would think the LDAP search would show up at least?

Re: [rt-users] Attachments in Resolution email

[Miroslav Horvath]

Hi Russlan 

I'm not the programmer, so I'm not very famous with the codes in the 2nd
link you've provided. But if you remember, we have bough a single contract
in the past for helping us with some incident within company (EON.IT
Slovakia - Viktor Franik was the technician on our side)

But, we need to have all 3 buttons: Comment, Reply, Resolve within ticket.

Comment - using for internal comments within ticket, works with attachment. 
Reply - when contacting the user without closing ticket, works with
attachment. 
Resolve - closing ticket with a resolution message (we need to have here
also attachments). 

The email templates for Reply and Resolve are different. 

So if you can navigate me, what to do, to make possible that attachments
will be send also with Resolve email template. 


Ruslan Zakirov-2 wrote:
> 
> Hi,
> 
> See the following in FAQ:
> The 'resolve' Transaction has no content
> http://requesttracker.wikia.com/wiki/FAQ
> 
> May be you just need reply on resolve, not comment:
> http://requesttracker.wikia.com/wiki/ResolveSendsReply
> 
> In the last case requestors recieve reply and everything attached to it.
> 
> On Fri, May 20, 2011 at 9:43 AM, Miroslav Horvath 
> wrote:
>>
>> Hello
>>
>> I want to ask for help. We are running RT version 3.8.4 and we have
>> problem,
>> that attachments are not sent out with "resolution" emails. They only
>> work
>> when you make Reply from the ticket.
>>
>> But in more cases we need this option, that when some support agent is
>> closing ticket(RESOLVE), he needs to send with that email also some
>> attachment, and here it doesnt work. Is there any kind of hint or fix ?
>>
>> Q2: Is this needs added in version 4.0 ?
>>
>> BR, Miroslav
>> --
>> View this message in context:
>> http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31661517.html
>> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>>
>>
> 
> 
> 
> -- 
> Best regards, Ruslan.
> 
> 

-- 
View this message in context: 
http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31696328.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.