[rt-users] NTLM and fetchmail
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 VirtualHost myserver:80 ServerName myserver ServerAdmin x...@yy.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 Directory /opt/rt3/share/html/ Order allow,deny Allow from all AuthName Request Tracker AuthType NTLM NTLMAuth on NTLMAuthoritative on NTLMDomain mydomain NTLMServer machine.mydomain require valid-user /Directory PerlModule Apache2::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl Location / SetHandler perl-script PerlHandler RT::Mason /Location Location /NoAuth Satisfy any Allow from all /Location /VirtualHost 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
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
On Tue, May 24, 2011 at 1:37 PM, andrew waterson awater...@nn4m.com 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
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 raphael.mouney...@sagemcom.com: 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 VirtualHost myserver:80 ServerName myserver ServerAdmin x...@yy.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 Directory /opt/rt3/share/html/ Order allow,deny Allow from all AuthName Request Tracker AuthType NTLM NTLMAuth on NTLMAuthoritative on NTLMDomain mydomain NTLMServer machine.mydomain require valid-user /Directory PerlModule Apache2::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl Location / SetHandler perl-script PerlHandler RT::Mason /Location Location /NoAuth Satisfy any Allow from all /Location /VirtualHost 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
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 r...@bestpractical.com Envoyé par : ruslan.zaki...@gmail.com 24/05/2011 11:47 A Raphaël MOUNEYRES raphael.mouney...@sagemcom.com 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 raphael.mouney...@sagemcom.com: 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 VirtualHost myserver:80 ServerName myserver ServerAdmin x...@yy.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 Directory /opt/rt3/share/html/ Order allow,deny Allow from all AuthName Request Tracker AuthType NTLM NTLMAuth on NTLMAuthoritative on NTLMDomain mydomain NTLMServer machine.mydomain require valid-user /Directory PerlModule Apache2::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl Location / SetHandler perl-script PerlHandler RT::Mason /Location Location /NoAuth Satisfy any Allow from all /Location /VirtualHost 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
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
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
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
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 k...@avalontel.com 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
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 k...@avalontel.com 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
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 pgp0RbELNeasq.pgp Description: PGP signature
Re: [rt-users] Creating Child ticket in other queue
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/
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-0.05/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
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
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
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
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[rt-users] web UI shifted to the right?
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?
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
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?
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
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
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 http://dev-rt.avalontel.com/Ticket/ModifyLinks.html?id=47 Depends http://dev-rt.avalontel.com/Search/Results.html?Query=DependedOnBy%20%3D%20 47 on : (Create http://dev-rt.avalontel.com/Ticket/Create.html?Queue=4CloneTicket=47Depen dsOn-new=47 ) Depended http://dev-rt.avalontel.com/Search/Results.html?Query=DependsOn%20%3D%2047 on by : (Create http://dev-rt.avalontel.com/Ticket/Create.html?Queue=4CloneTicket=47new-D ependsOn=47 ) Parents http://dev-rt.avalontel.com/Search/Results.html?Query=HasMember%20%3D%2047 : (Create http://dev-rt.avalontel.com/Ticket/Create.html?Queue=4CloneTicket=47Membe rOf-new=47 ) Children http://dev-rt.avalontel.com/Search/Results.html?Query=MemberOf%20%3D%2047 : (Create http://dev-rt.avalontel.com/Ticket/Create.html?Queue=4CloneTicket=47new-M emberOf=47 ) Refers http://dev-rt.avalontel.com/Search/Results.html?Query=ReferredToBy%20%3D%20 47 to : (Create http://dev-rt.avalontel.com/Ticket/Create.html?Queue=4CloneTicket=47Refer sTo-new=47 ) Referred http://dev-rt.avalontel.com/Search/Results.html?Query=RefersTo%20%3D%2047 to by : (Create http://dev-rt.avalontel.com/Ticket/Create.html?Queue=4CloneTicket=47new-R efersTo=50%2047 ) 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
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
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
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
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] New RT installation on CentOS
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
[rt-users] scrip to change subject for tickets created w/rt-mailgate
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
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
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.
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.
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.
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 albert.s...@obspm.fr 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.
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
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.
On Wed, May 25, 2011 at 1:25 AM, Albert Shih albert.s...@obspm.fr 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
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 rsulli...@peerlessnetwork.com 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
http://requesttracker.wikia.com/wiki/AddAttachmentLinksToMail On Wed, May 25, 2011 at 1:30 AM, Yan Seiner y...@seiner.com 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
Not exactly, but very close: { $Transaction-ContentObj-Headers }
On Tue, May 24, 2011 at 6:50 PM, Paul Fincher pfinc...@ghs.com wrote:
When a ticket is created I would like to have the original message from
the User (requestor), including message headers, attached to the message
notifying the AdminCCs of the new ticket. Currently the body is attached
via {$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
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 ba...@barrycarlyon.co.uk 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
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 y...@seiner.com 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
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 y...@seiner.com 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
Might $EmailCompletionRdbmsDisable be the variable you want here? From: Mike Johnson mike.john...@nosm.camailto:mike.john...@nosm.ca Date: Tue, 24 May 2011 16:34:54 -0400 To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: [rt-users] RTx::EmailCompletion - LDAP setup error and RDBMS not disabling Set($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.idhttp://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?
