[rt-users] RT 3.6.7 Default Templates

[Metz, Bobby]

Hey all,
I'm attempting to help our new RT admin figure out some oddities with 
an existing install.  Some of his global templates, the default RT ones, were 
wiped and thus far I can't seem to find their contents documented anywhere 
on-line.  Having downloaded the 3.6.7 tarball I also don't see any promising 
files or at least not any files with the syntax I'm expecting.  I see several 
posts on-line from people seeking similar info but no answers.  I'm hoping 
someone here can point us in the right direction, without suggesting a 
re-install.  I'm expecting files with content similar to this:

Greetings,

You have just submitted a request to the { $Ticket->QueueObj->Name } ticket 
queue.

Ticket Details
--

  Ticket Num: { $Ticket->Id }
   Queue: { $Ticket->QueueObj->Name }
 Subject: { $Ticket->Subject }
   Owner: { $Ticket->OwnerObj->Name }
  Status: { $Ticket->Status }
  Requestors: { $Transaction->CreatorObj->Name . ' <' . 
$Transaction->CreatorObj->EmailAddress . '>' }
  Status: { $Ticket->Status }

Request Details
--

{ $Transaction->Content }

Or are they not stored in this format anywhere like this?

Thanks in advance,

Bobby

Re: [rt-users] Eliminting almost all email noitifications

[Kenneth Crocker]

Yan,

All you have to do is change the stage to "Disable".

Kenn
LBNL

On Mon, Jun 6, 2011 at 2:49 PM, Yan Seiner  wrote:

> OK, I have a request... Most of my RT users are getting overwhelmed by
> emails.
>
> I'd like to eliminate all outgoing emails except when the sender uses the
> "One Time AdminCC" email line.  An email always gets sent to the One Time
> AdminCC.  The only other email is on Owner change to notify the new owner
> of their ticket.
>
> What scrips to I turn off?  And do I turn them off by picking the '-'
> action?
>
> Thanks,
>
> --Yan
>
>
> --
> My daughter is racing a triathlon to raise money for her swim club.  Want
> to help?
>
> http://akari.seiner.com
>
>
>

[rt-users] Eliminting almost all email noitifications

[Yan Seiner]

OK, I have a request... Most of my RT users are getting overwhelmed by
emails.

I'd like to eliminate all outgoing emails except when the sender uses the
"One Time AdminCC" email line.  An email always gets sent to the One Time
AdminCC.  The only other email is on Owner change to notify the new owner
of their ticket.

What scrips to I turn off?  And do I turn them off by picking the '-' action?

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] Template to include All ticket content on resolve

[Kyle Thomas]

Forget it... I don’t care that much and I don’t have time to care that much.
It contains the original issue content of the ticket so that’s good enough
for me right now. Until I can hire a sys admin to take this thing over for
me it will stay like that because I actually have a real network to run. The
system should do this automatically in my opinion by pressing a button and
not having to know perl and do debug for a week... but what do you expect
for something that is free... Its serving its purpose for now and tracking
tickets I guess.. 


Thanks


Kyle 


-Original Message-
From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf
Of Ruslan Zakirov
Sent: Monday, June 06, 2011 5:03 PM
To: Kyle Thomas
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Template to include All ticket content on resolve

Hi,

Check error logs. Increase logging to debug. Add more debugging to the
template. Nobody touched that page for a while. I don't recall
complaints.

On Tue, Jun 7, 2011 at 12:52 AM, Kyle Thomas  wrote:
> Yes that is what I used
>
> Can you see my other email I sent
>
> Ok Here is what I found in the old archives
>
>
>
> On resolve it is putting in the "Initial request" content fine but it is
not
> including the complete ticket history it only shows
>
> 
>
> Complete Ticket History
>
> 
>
>
>
> And does not show any of the comments or correspondence in the ticket .
Can
> anyone take a look at my code I have under complete ticket history and
> suggest why it is not including the history???
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
> Subject: Resolved: {$Ticket->Subject}
>
>
>
> Dear customer,
>
>
>
>
>
>
>
> according to our records your issue regarding
>
>
>
>
>
>
>
> "{$Ticket->Subject()}",
>
>
>
>
>
>
>
> has been resolved in our ticket system.
>
>
>
>
>
> If you have any further questions or concerns, please reply to this
>
>
>
> message to reopen the ticket or email (our email)  to open another ticket.
>
>
>
> Regards,
>
>
>
> Our Name
>
>
>
>
>
> 
>
>
>
> Your initial request was
>
>
>
> 
>
>
>
>
>
>
>
> {$Ticket->Transactions->First->Content()}
>
>
>
>
>
> 
>
> Complete Ticket History
>
> 
>
>
>
>
>
>
>
>
>
> {
>
> my $resolved_transaction;
>
> my $resolved_message = "";
>
> my $last_content;
>
> my $Transactions = $Ticket->Transactions;
>
> $Transactions->OrderBy;
>
> $Transactions->GotoFirstItem;
>
> while (my $Transaction = $Transactions->Next) {
>
> if ($Transaction->Type eq 'Correspond') {
>
> $resolved_transaction = $Transaction;
>
> } elsif (!$Transactions->IsLast) {
>
> $resolved_transaction = undef;
>
> }
>
>
>
> if ($resolved_transaction) {
>
>
>
> my $attachments = $resolved_transaction->Attachments;
>
> $attachments->GotoFirstItem;
>
>
>
> while (my $message = $attachments->Next) {
>
> next unless $message->ContentType =~
>
> m!^(text/plain|message|text$)!i;
>
>
>
> my $content = $message->Content;
>
> if ($last_content eq $content) {
>
> $content = undef; }
>
> next unless length $content;
>
> $last_content = $content;
>
>
>
> my $subject = ($message->Subject || $Ticket->Subject);
>
>
>
> my $wrapper = Text::Wrapper->new(columns=>70);
>
> $content = $wrapper->wrap($content);
>
>
>
> $resolved_message .= "Subject: ";
>
> $resolved_message .= $subject;
>
> $resolved_message .= "\n";
>
> $resolved_message .= "From: ";
>
> $resolved_message .= $message->CreatorObj->RealName ." (".$rtname.")";
>
> $resolved_message .= "\n";
>
> $resolved_message .= "Time: ";
>
> $resolved_message .= $message->CreatedObj->AsString;
>
> $resolved_message .= "\n";
>
> $resolved_message .= "\n";
>
> $resolved_message .= "$content\n";
>
> $resolved_message .= "\n";
>
> }
>
> }
>
> }
>
> $resolved_message;
>
> }
>
>
> Kyle
>
>
> -Original Message-
> From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf
> Of Ruslan Zakirov
> Sent: Monday, June 06, 2011 4:24 PM
> To: Kyle Thomas
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Template to include All ticket content on resolve
>
> On Mon, Jun 6, 2011 at 10:06 PM, Kyle Thomas  wrote:
>> Can anyone share with me a template that will include all of the tickets
>> contents/transactions when resolved? The default resolve template has a
> URL
>> link but I do not want my customers going to the URL and I would just
like
>> to include the entire ticket history contents on resolve
>
> Take a look at:
>
> http://requesttracker.wikia.com/wiki/AddTicketHistoryToMail
>
>
> --
> Best regards, Ruslan.
>
>



-- 
Best regards, Ruslan.

Re: [rt-users] Template to include All ticket content on resolve

[Ruslan Zakirov]

Hi,

Check error logs. Increase logging to debug. Add more debugging to the
template. Nobody touched that page for a while. I don't recall
complaints.

On Tue, Jun 7, 2011 at 12:52 AM, Kyle Thomas  wrote:
> Yes that is what I used
>
> Can you see my other email I sent
>
> Ok Here is what I found in the old archives
>
>
>
> On resolve it is putting in the "Initial request" content fine but it is not
> including the complete ticket history it only shows
>
> 
>
> Complete Ticket History
>
> 
>
>
>
> And does not show any of the comments or correspondence in the ticket . Can
> anyone take a look at my code I have under complete ticket history and
> suggest why it is not including the history???
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
> Subject: Resolved: {$Ticket->Subject}
>
>
>
> Dear customer,
>
>
>
>
>
>
>
> according to our records your issue regarding
>
>
>
>
>
>
>
> "{$Ticket->Subject()}",
>
>
>
>
>
>
>
> has been resolved in our ticket system.
>
>
>
>
>
> If you have any further questions or concerns, please reply to this
>
>
>
> message to reopen the ticket or email (our email)  to open another ticket.
>
>
>
> Regards,
>
>
>
> Our Name
>
>
>
>
>
> 
>
>
>
> Your initial request was
>
>
>
> 
>
>
>
>
>
>
>
> {$Ticket->Transactions->First->Content()}
>
>
>
>
>
> 
>
> Complete Ticket History
>
> 
>
>
>
>
>
>
>
>
>
> {
>
> my $resolved_transaction;
>
> my $resolved_message = "";
>
> my $last_content;
>
> my $Transactions = $Ticket->Transactions;
>
> $Transactions->OrderBy;
>
> $Transactions->GotoFirstItem;
>
> while (my $Transaction = $Transactions->Next) {
>
> if ($Transaction->Type eq 'Correspond') {
>
> $resolved_transaction = $Transaction;
>
> } elsif (!$Transactions->IsLast) {
>
> $resolved_transaction = undef;
>
> }
>
>
>
> if ($resolved_transaction) {
>
>
>
> my $attachments = $resolved_transaction->Attachments;
>
> $attachments->GotoFirstItem;
>
>
>
> while (my $message = $attachments->Next) {
>
> next unless $message->ContentType =~
>
> m!^(text/plain|message|text$)!i;
>
>
>
> my $content = $message->Content;
>
> if ($last_content eq $content) {
>
> $content = undef; }
>
> next unless length $content;
>
> $last_content = $content;
>
>
>
> my $subject = ($message->Subject || $Ticket->Subject);
>
>
>
> my $wrapper = Text::Wrapper->new(columns=>70);
>
> $content = $wrapper->wrap($content);
>
>
>
> $resolved_message .= "Subject: ";
>
> $resolved_message .= $subject;
>
> $resolved_message .= "\n";
>
> $resolved_message .= "From: ";
>
> $resolved_message .= $message->CreatorObj->RealName ." (".$rtname.")";
>
> $resolved_message .= "\n";
>
> $resolved_message .= "Time: ";
>
> $resolved_message .= $message->CreatedObj->AsString;
>
> $resolved_message .= "\n";
>
> $resolved_message .= "\n";
>
> $resolved_message .= "$content\n";
>
> $resolved_message .= "\n";
>
> }
>
> }
>
> }
>
> $resolved_message;
>
> }
>
>
> Kyle
>
>
> -Original Message-
> From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf
> Of Ruslan Zakirov
> Sent: Monday, June 06, 2011 4:24 PM
> To: Kyle Thomas
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Template to include All ticket content on resolve
>
> On Mon, Jun 6, 2011 at 10:06 PM, Kyle Thomas  wrote:
>> Can anyone share with me a template that will include all of the tickets
>> contents/transactions when resolved? The default resolve template has a
> URL
>> link but I do not want my customers going to the URL and I would just like
>> to include the entire ticket history contents on resolve
>
> Take a look at:
>
> http://requesttracker.wikia.com/wiki/AddTicketHistoryToMail
>
>
> --
> Best regards, Ruslan.
>
>



-- 
Best regards, Ruslan.

Re: [rt-users] Template to include All ticket content on resolve

[Kyle Thomas]

Yes that is what I used

Can you see my other email I sent 

Ok Here is what I found in the old archives 

 

On resolve it is putting in the "Initial request" content fine but it is not
including the complete ticket history it only shows 



Complete Ticket History



 

And does not show any of the comments or correspondence in the ticket . Can
anyone take a look at my code I have under complete ticket history and
suggest why it is not including the history??? 

 

 

 

 

 

 

 

Subject: Resolved: {$Ticket->Subject} 

 

Dear customer,

 

 

 

according to our records your issue regarding

 

 

 

"{$Ticket->Subject()}",

 

 

 

has been resolved in our ticket system. 

 

 

If you have any further questions or concerns, please reply to this

 

message to reopen the ticket or email (our email)  to open another ticket. 

 

Regards,

 

Our Name 

 

 



 

Your initial request was

 



 

 

 

{$Ticket->Transactions->First->Content()}

 

 



Complete Ticket History



 

 

 

 

{

my $resolved_transaction;

my $resolved_message = "";

my $last_content;

my $Transactions = $Ticket->Transactions;

$Transactions->OrderBy;

$Transactions->GotoFirstItem;

while (my $Transaction = $Transactions->Next) {

if ($Transaction->Type eq 'Correspond') {

$resolved_transaction = $Transaction;

} elsif (!$Transactions->IsLast) {

$resolved_transaction = undef;

}

 

if ($resolved_transaction) {

 

my $attachments = $resolved_transaction->Attachments;

$attachments->GotoFirstItem;

 

while (my $message = $attachments->Next) {

next unless $message->ContentType =~

m!^(text/plain|message|text$)!i;

 

my $content = $message->Content;

if ($last_content eq $content) {

$content = undef; }

next unless length $content;

$last_content = $content;

 

my $subject = ($message->Subject || $Ticket->Subject);

 

my $wrapper = Text::Wrapper->new(columns=>70);

$content = $wrapper->wrap($content);

 

$resolved_message .= "Subject: ";

$resolved_message .= $subject;

$resolved_message .= "\n";

$resolved_message .= "From: ";

$resolved_message .= $message->CreatorObj->RealName ." (".$rtname.")";

$resolved_message .= "\n";

$resolved_message .= "Time: ";

$resolved_message .= $message->CreatedObj->AsString;

$resolved_message .= "\n";

$resolved_message .= "\n";

$resolved_message .= "$content\n";

$resolved_message .= "\n";

}

}

}

$resolved_message;

}


Kyle 


-Original Message-
From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf
Of Ruslan Zakirov
Sent: Monday, June 06, 2011 4:24 PM
To: Kyle Thomas
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Template to include All ticket content on resolve

On Mon, Jun 6, 2011 at 10:06 PM, Kyle Thomas  wrote:
> Can anyone share with me a template that will include all of the tickets
> contents/transactions when resolved? The default resolve template has a
URL
> link but I do not want my customers going to the URL and I would just like
> to include the entire ticket history contents on resolve

Take a look at:

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


-- 
Best regards, Ruslan.

Re: [rt-users] Maybe bug in commandbymail.

[Kenneth Crocker]

Albert,

I get the same thing on dates. The create works great but the updates sends
back an error message, even though the data IS updated.

Kenn
LBNL

On Mon, Jun 6, 2011 at 1:48 PM, Albert Shih  wrote:

>  Le 03/06/2011 à 22:56:46+0200, Albert Shih a écrit
> > Hi
> >
> > I'm using RT 3.8.10 + RT-Authen-ExternalAuth-0.09 +
> RT-Extension-CommandByMail-0.09
> >
> > and I find some strange thing :
> >
> >   If I put
> >
> >   Set($AutoCreateNonExternalUsers,0);
> >
> >   news users (not in the LDAP) cannot create a new ticket. I got
> >
> >   User creation failed in mailgateway: Could not set user
> info
> >
> >   but I can use
> >
> >   AddCc: new_users
> >
> >
> >   If I put
> >
> >   Set($AutoCreateNonExternalUsers,1);
> >
> >   news users can create a new ticket but I cannot use
> >
> >   AddCc: new_users
> >
> >   I got a email from RT with subject="Extended mailgate error" and
> >   body
> >
> >   Failed command 'AddCc: de...@ymail.com'
> >   Error message: Impossible de trouver ou cr??er cet
> utilisateur
> >
> >   (yes it's in french but that's normal ;-)
> >
> > Any help ? Is I do a mis-configuration or a bug ?
> >
>
> Anyone ?
>
> 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:
> lun 6 jui 2011 22:48:24 CEST
>

Re: [rt-users] Maybe bug in commandbymail.

[Albert Shih]

 Le 03/06/2011 à 22:56:46+0200, Albert Shih a écrit
> Hi 
> 
> I'm using RT 3.8.10 + RT-Authen-ExternalAuth-0.09 + 
> RT-Extension-CommandByMail-0.09
> 
> and I find some strange thing : 
> 
>   If I put 
> 
>   Set($AutoCreateNonExternalUsers,0);
> 
>   news users (not in the LDAP) cannot create a new ticket. I got 
> 
>   User creation failed in mailgateway: Could not set user info 
> 
>   but I can use 
> 
>   AddCc: new_users
> 
> 
>   If I put
> 
>   Set($AutoCreateNonExternalUsers,1);
> 
>   news users can create a new ticket but I cannot use 
> 
>   AddCc: new_users
> 
>   I got a email from RT with subject="Extended mailgate error" and
>   body
> 
>   Failed command 'AddCc: de...@ymail.com'
>   Error message: Impossible de trouver ou cr??er cet utilisateur
> 
>   (yes it's in french but that's normal ;-)
> 
> Any help ? Is I do a mis-configuration or a bug ? 
> 

Anyone ? 

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:
lun 6 jui 2011 22:48:24 CEST

Re: [rt-users] Template to include All ticket content on resolve

[Ruslan Zakirov]

On Mon, Jun 6, 2011 at 10:06 PM, Kyle Thomas  wrote:
> Can anyone share with me a template that will include all of the tickets
> contents/transactions when resolved? The default resolve template has a URL
> link but I do not want my customers going to the URL and I would just like
> to include the entire ticket history contents on resolve

Take a look at:

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


-- 
Best regards, Ruslan.

Re: [rt-users] "ShowTicket" for Groups that a requestor belongs to

[Kenneth Crocker]

Michael,

RT allows for multiple Requestors on a ticklet. So I would do the following:

1) Put each set of company employees into a separate Group.
2) Create a scrip that (upon ticket creation) finds the group that the
Requestor is in and add the rest of that group's members as Requestors for
that ticket. That last part would be similar to the code that add's "Cc's"
to the list of ticket "Cc's".

Now, your *original privilege* of "ShowTicket" for Requestors only (at the
Global level)  will work as originally desired.

I'm sure someone out there has some code like this. If not, I have some code
that checks for group membership and some other code that add *group members
* to the "Cc" list. We can put those two together.

Kenn
LBNL

On Mon, Jun 6, 2011 at 6:04 AM, Michael Polenske <
michael.polen...@skm-skyline.de> wrote:

> Hi Kenneth,
>
>
>
> thanks for your hint. Unfortunately this will not cover my problem. Maybe I
> should explain it a little bit more:
>
>
>
> -   we have a queue called support
>
> -   ~20 companies are able to submit tickets to this queue
>
> -   All companies have 2-3 employees who can submit tickets for their
> company
>
> -   Currently every company has only _*one*_ user to login into RT to
> submit tickets for their company
>
> -   Every company can only see their submitted tickets (CreateTicket
> and SeeQueue or Privileged Users, ShowTicket for Requestor)
>
>
>
> Now we got request that every employee for every company should have their
> own account to RT to submit ticket (to clarify who in the customers company
> is owner of the ticket). Now problem at all, but now every user of one
> company should see all tickets of the other users of their company, just in
> case that someone is on vacation etc.
>
>
>
> If I follow your solution (open a group, move the employees in this group
> and give ShowTicket to this group) they can see ALL tickets – not only the
> tickets for their group. Maybe a solution like “Requestor Group” will cover
> my problem – I have no idea who to establish something like that ….
>
>
>
> Hope this clarifies my problem a little bit more J
>
>
>
> Thanks a lot and best regards,
>
> Michael
>
>
>
>
>
> *From:* rt-users-boun...@lists.bestpractical.com [mailto:
> rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
> *Sent:* Freitag, 3. Juni 2011 19:07
> *To:* rt-users@lists.bestpractical.com
> *Subject:* Re: [rt-users] "ShowTicket" for Groups that a requestor belongs
> to
>
>
>
> Michael,
>
> Create a User-defined Group, put those individuals that need those rights
> to the Queue into that group, then go to Config->Queues(select the
> Queue)->Group rights and find that group and give the the rights they need.
> That way, the Global rights you gave to Requestors remains, but for that
> particular Queue, any member of this new group will have the rights you
> granted.
>
> Kenn
> LBNL
>
> On Fri, Jun 3, 2011 at 7:26 AM, Michael Polenske <
> michael.polen...@skm-skyline.de> wrote:
>
> Hi there,
>
>
>
> I work now for years with RT, but before as user not as admin J Now our
> admin left and I have to takeover some tasks.
>
>
>
> One of the urgent one’s I am not able to fix, maybe you can help.
>
>
>
> Situation:
>
>
>
> One Support-Queue, some users can submit tickets to and can see only their
> tickets (ShowTicket only for group requestor). But now we have to change it
> that way, that some user can belong to a group, and this group needs to see
> all tickets submitted by members of this group – nothing more, nothing less.
>
>
>
> Any idea how to handle this ?
>
>
>
> Thanks a lot and have a nice weekend – Michael
>
>
>
>
>

Re: [rt-users] How can I tackle CC emails and Exchange distribution list

[Kenneth Crocker]

Rithy,

If you don't want ALL queues to parse the "Cc's", then I have a scrip I
created that parses "Cc's" that can be applied on a Queue-by-Queue basis.

Kenn
LBNL

On Mon, Jun 6, 2011 at 7:38 AM, Kevin Falcone wrote:

> On Mon, Jun 06, 2011 at 01:51:31AM +, Rithy R wrote:
> >1.   When requester send email to RT mailbox they CC a lot of
> people (10 email addresses
> >or more). Those addresses did not include in CC list when we reply
> that ticket. Is there
> >anyway we can automate that?
>
> Read about ParseNewMessageForTicketCcs in RT_Config.pm
>
> >2.   When I CC a distribution list in the same email server as RT
> mailbox it won*t send.
> >It can send to other user without any issue.
>
> Sounds like a mail misconfiguration, but you haven't provided enough
> details.  RT doesn't know the difference between a distribution list
> and a normal email
>
> -kevin
>

Re: [rt-users] Template to include All ticket content on resolve

[Kyle Thomas]

Ok Here is what I found in the old archives 

 

On resolve it is putting in the "Initial request" content fine but it is not
including the complete ticket history it only shows 



Complete Ticket History



 

And does not show any of the comments or correspondence in the ticket . Can
anyone take a look at my code I have under complete ticket history and
suggest why it is not including the history??? 

 

 

 

 

 

 

 

Subject: Resolved: {$Ticket->Subject} 

 

Dear customer,

 

 

 

according to our records your issue regarding

 

 

 

"{$Ticket->Subject()}",

 

 

 

has been resolved in our ticket system. 

 

 

If you have any further questions or concerns, please reply to this

 

message to reopen the ticket or email (our email)  to open another ticket. 

 

Regards,

 

Our Name 

 

 



 

Your initial request was

 



 

 

 

{$Ticket->Transactions->First->Content()}

 

 



Complete Ticket History



 

 

 

 

{

my $resolved_transaction;

my $resolved_message = "";

my $last_content;

my $Transactions = $Ticket->Transactions;

$Transactions->OrderBy;

$Transactions->GotoFirstItem;

while (my $Transaction = $Transactions->Next) {

if ($Transaction->Type eq 'Correspond') {

$resolved_transaction = $Transaction;

} elsif (!$Transactions->IsLast) {

$resolved_transaction = undef;

}

 

if ($resolved_transaction) {

 

my $attachments = $resolved_transaction->Attachments;

$attachments->GotoFirstItem;

 

while (my $message = $attachments->Next) {

next unless $message->ContentType =~

m!^(text/plain|message|text$)!i;

 

my $content = $message->Content;

if ($last_content eq $content) {

$content = undef; }

next unless length $content;

$last_content = $content;

 

my $subject = ($message->Subject || $Ticket->Subject);

 

my $wrapper = Text::Wrapper->new(columns=>70);

$content = $wrapper->wrap($content);

 

$resolved_message .= "Subject: ";

$resolved_message .= $subject;

$resolved_message .= "\n";

$resolved_message .= "From: ";

$resolved_message .= $message->CreatorObj->RealName ." (".$rtname.")";

$resolved_message .= "\n";

$resolved_message .= "Time: ";

$resolved_message .= $message->CreatedObj->AsString;

$resolved_message .= "\n";

$resolved_message .= "\n";

$resolved_message .= "$content\n";

$resolved_message .= "\n";

}

}

}

$resolved_message;

}

 

 

 

 

 

 

Kyle 

 

  _  

From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kyle Thomas
Sent: Monday, June 06, 2011 2:06 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Template to include All ticket content on resolve

 

Can anyone share with me a template that will include all of the tickets
contents/transactions when resolved? The default resolve template has a URL
link but I do not want my customers going to the URL and I would just like
to include the entire ticket history contents on resolve 

 

 

Kyle 

 

[rt-users] Template to include All ticket content on resolve

[Kyle Thomas]

Can anyone share with me a template that will include all of the tickets
contents/transactions when resolved? The default resolve template has a URL
link but I do not want my customers going to the URL and I would just like
to include the entire ticket history contents on resolve 

 

 

Kyle 

 

Re: [rt-users] Group permission to comment but not reply

[Kevin Falcone]

On Mon, Jun 06, 2011 at 12:20:57PM -0400, Mike DeVries wrote:
>Thanks. I wanted the group rights to apply to all queues so I set those 
> permissions globally.
>However i find that a user in the dev group is still able to reply to 
> tickets. Is it because
>users in the dev group are also privileged users, which have the right to 
> reply to tickets?

If you grant globally to Privileged, then all privileged users get
those rights, regardless of what groups they're in.

Unfortunately, there are no negative rights in RT

You need to start low and local with your rights.

Keep in mind that you can add groups to groups to build your rights
structure.

-kevin

>How are rights conflicts resolved? Do restrictions take precedence over 
> rights? Do rights of
>system groups trump rights of personal groups? Do rights on specific 
> queues trump global
>rights?
> 
>How is the best way to restrict rights of users who are in multiple groups?
> 
>Thanks,
>Mike
> 
>On 6/3/2011 7:17 AM, Ruslan Zakirov wrote:
> 
>  Hi,
> 
>  Don't grand ModifyTicket and ReplyToTicket to developers group. This
>  includes avoid granting these rights on top system groups. Grant them
>  ShowTicket and CommentTicket rights.
> 
>  In UI open configuration -> queues -> pick support queue -> group
>  rights. RT4's rights UI is different, but at the end it allows you as
>  much as RT3.
> 
>  On Fri, Jun 3, 2011 at 3:07 PM, Mike DeVries [1] wrote:
> 
>  I'm installing RT 4 for a software company. Customer issues are handled by
>  support staff and may need to go to the development team. I've set up the
>  two groups and populated them but I'm having trouble understanding how I can
>  allow the dev team to comment on tickets but not reply, while allowing the
>  support team both permissions. The Group configuration page doesn't seem to
>  include those permissions
> 
>  Can someone help me with the correct procedure, or point me to the pertinent
>  documentation?


pgpA11d1zsq9Y.pgp
Description: PGP signature

Re: [rt-users] Group permission to comment but not reply

[Mike DeVries]

Thanks. I wanted the group rights to apply to all queues so I set those 
permissions globally. However i find that a user in the dev group is 
still able to reply to tickets. Is it because users in the dev group are 
also privileged users, which have the right to reply to tickets?


How are rights conflicts resolved? Do restrictions take precedence over 
rights? Do rights of system groups trump rights of personal groups? Do 
rights on specific queues trump global rights?


How is the best way to restrict rights of users who are in multiple groups?

Thanks,
Mike

On 6/3/2011 7:17 AM, Ruslan Zakirov wrote:

Hi,

Don't grand ModifyTicket and ReplyToTicket to developers group. This
includes avoid granting these rights on top system groups. Grant them
ShowTicket and CommentTicket rights.

In UI open configuration ->  queues ->  pick support queue ->  group
rights. RT4's rights UI is different, but at the end it allows you as
much as RT3.

On Fri, Jun 3, 2011 at 3:07 PM, Mike DeVries  wrote:

I'm installing RT 4 for a software company. Customer issues are handled by
support staff and may need to go to the development team. I've set up the
two groups and populated them but I'm having trouble understanding how I can
allow the dev team to comment on tickets but not reply, while allowing the
support team both permissions. The Group configuration page doesn't seem to
include those permissions

Can someone help me with the correct procedure, or point me to the pertinent
documentation?

Thanks,
Mike








--
Mike DeVries
*Dido Internet Inc*
514-990-
m...@dido.ca

Re: [rt-users] Migrating to RT from another ticket system

[Bart]

Hi,

Small update, after some playing around with the Offline page I think I'll
go with that option.
We already did some testing and imported 900 tickets, it went pretty smooth
except for some field names that didn't match the fields for RT (quote
problem, not too difficult to fix).

With a little Excel magic it's quite easy to create a template that will
work with all the fields that we want to migrate over to RT.

The command line option is still a good one but so far the time required for
tinkering with the CSV file is allot less (for me at least) compared to the
time I'd need for writing a migration script.

Best regards,

Bart



2011/6/6 Bart 

> Hi,
>
> I think I'll have to use the RT api since we have some specific ideas on
> hoe we want to implement the old data into RT which can\t be done using the
> Offline tool.
>
> I'm not that good with Perl (never tried so not sure where to look) but I'm
> currently looking into maybe using bash with the RT command to see if I can
> use the CSV file as an input in some way.
>
> Either way, I think I'm going in the right direction. It will take some
> time but when done right it will give us a nice migration :)
>
> Best regards,
>
> Bart
>
>
>
>
> 2011/6/6 Raed El-Hames 
>
>>  Bart:
>>
>>
>>
>> The offline tool will help you create the tickets as Ken suggested ,
>> however if you are looking to include any of your old tickets history
>> (correspondence / updates), then I would recommend you look into using perl
>> script and the rt api.
>>
>>
>>
>> Roy
>>
>>
>>
>> *From:* rt-users-boun...@lists.bestpractical.com [mailto:
>> rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Bart
>> *Sent:* 06 June 2011 12:44
>> *To:* rt-users@lists.bestpractical.com
>> *Subject:* [rt-users] Migrating to RT from another ticket system
>>
>>
>>
>> Hi,
>>
>> We are currently working on migrating to Request Tracker.
>>
>> The step on which we are now is creating a proof of concept, this is
>> coming along pretty nicely.
>> With the O'Reilly book + mailing lists + wiki at hand we're getting there,
>> just filling out the specific details :)
>>
>> I do however want to look at a road bump ahead, which is migrating the old
>> ticket date into RT.
>>
>> We have the ability to export all the current date to CSV format, keeping
>> those fields that we feel are fit for RT. (the old/current ticketing system
>> is Assyst from Axios Systems)
>> We don't mind if ticket numbers are new, we prefer it really, as long as
>> we can store the old ticket number in a CF (which I believe we can).
>>
>> What would be the best way to import the data?
>> Can we use the command-line RT functions or do we have to do some database
>> magic? (I'm not a database wizard so we'd have to find someone for that lol)
>>
>> The reason why I'm asking this is mainly to get some information about the
>> migration process before hand, such information would safe me allot of time
>> later on.
>>
>> So any information that would point us in the right direction would be
>> helpful.
>>
>> Thanks in advance.
>>
>> Best regards,
>>
>> Bart
>>
>
>

Re: [rt-users] Pg to mysql : attachements not viewable

[Kristian Davies]

> That's the wrong schema, you wanted schema.mysql-4.1
> Any new attachments are likely to have corruption.
>
> I know nothing about the script you're using, but you have to convert
> out of the base64 storage used on Pg to binary storage on mysql.
> Your content-type headers imply that you didn't do that.

Ahh balls.

-K

Re: [rt-users] RT4 upgrade woes - user accounts lock?

[Kevin Falcone]

On Mon, Jun 06, 2011 at 10:44:46AM -0400, Joshua Knarr wrote:
>I just tracked this down to the password changing in the database...
> 
>If I try to log in after upgrading - it works for awhile then stops 
> working. The question is
>why?
> 
>The workaround:
>UPDATE Users SET Password=md5('password') WHERE Name='knarrj';
> 
>This isn't good. I would vastly prefer to not have to run the upgrade 
> again and I would really
>like to use the old passwords. Is there a workaround? What changed?

What changed was 
http://lists.bestpractical.com/pipermail/rt-announce/2011-January/000185.html

It is also documented in docs/UPGRADING-3.8

It sounds like you have an extension somewhere that clobbers the new
password checking routine.  It also sounds like you missed some parts
of the upgrade.

-kevin

>On Mon, 2011-06-06 at 09:29 -0400, Joshua Knarr wrote:
> 
>  I am upgrading from RT 3.4.5 to RT 4.
> 
>  I read the docs and stopped at 3.8, did the schema stuff, and then 
> continued to 4 per the
>  instructions for upgrading mysql also.
> 
>  On the new system it runs for a few hours just fine, but then suddenly 
> everyones account
>  gets locked.
> 
>  I restarted the services, I checked my configs, I'm coming up empty. 
> What went wrong or
>  where should I be looking?


pgp7pWlhCEW8Y.pgp
Description: PGP signature

Re: [rt-users] RT4 upgrade woes - user accounts lock?

[Joshua Knarr]

Kevin,

No-one can log in (including root). I eventually figured out I could
reset a password with: 
UPDATE Users SET Password=md5('password') WHERE Name='knarrj';

This resets the password of the user. I changed my loglevel to debug and
restarted httpd and sure enough I'm locked out again.

log snippit:
[Mon Jun  6 14:54:10 2011] [debug]: RT's GnuPG libraries couldn't
successfully read your configured GnuPG home directory
(/opt/rt4/var/data/gpg). PGP support has been disabled
(/opt/rt4/sbin/../lib/RT/Config.pm:521)
[Mon Jun  6 14:54:29 2011] [error]: FAILED LOGIN for knarrj from
172.25.30.147 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:639)
[Mon Jun  6 14:54:36 2011] [error]: FAILED LOGIN for knarrj from
172.25.30.147 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:639)
[Mon Jun  6 14:54:50 2011] [error]: FAILED LOGIN for knarrj from
172.25.30.147 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:639)

Extensions - we're very boring here and have no extensions installed.

Thanks,
Josh

On Mon, 2011-06-06 at 10:45 -0400, Kevin Falcone wrote:

> On Mon, Jun 06, 2011 at 09:29:03AM -0400, Joshua Knarr wrote:
> >I am upgrading from RT 3.4.5 to RT 4.
> > 
> >I read the docs and stopped at 3.8, did the schema stuff, and then 
> > continued to 4 per the
> >instructions for upgrading mysql also.
> > 
> >On the new system it runs for a few hours just fine, but then suddenly 
> > everyones account gets
> >locked.
> 
> What does "everyones account gets locked" mean?
> What is in your debug logs.
> What extensions do you have installed.
> 
> -kevin
> 
> >I restarted the services, I checked my configs, I'm coming up empty. 
> > What went wrong or where
> >should I be looking?


-- 
Joshua Knarr
Systems Engineer
GSI Commerce, Inc.  http://www.gsicommerce.com
E-Mail: kna...@gsicommerce.com
Office: 610-491-7110
Mobile: 484-636-7371

The information contained in this electronic mail transmission is
intended only for the use of the individual or entity named in this
transmission. If you are not the intended recipient of this
transmission, you are hereby notified that any disclosure, copying or
distribution of the contents of this transmission is strictly prohibited
and that you should delete the contents of this transmission from your
system immediately. Any comments or statements contained in this
transmission do not necessarily reflect the views or position of GSI
Commerce, Inc. or its subsidiaries and/or affiliates.

Re: [rt-users] Pg to mysql : attachements not viewable

[Kevin Falcone]

On Mon, Jun 06, 2011 at 02:39:10PM +0100, Kristian Davies wrote:
> I've just moved our RT DB from postgres to Mysql (5.1.50).  Apart from
> the DB change, I edited RT_siteconfig.pm and also had to upgrade the
> perl-DBD-mysql module (apache is a centos 4, 32bit box).
> 
> When I click on the attachment link I get nothing (in chrome) and in
> firefox I just get the path as text:
> 
> http://rt/Ticket/Attachment/2113990/1349816/owl.jpg
> 
> Full headers (in firefox):
> 
> Content-Description:  owl.jpg
> content-type: image/jpeg; name="owl.jpg"
> content-disposition:  attachment; creation-date="Mon, 06 Jun 2011
> 12:37:03 GMT"; filename="owl.jpg"; modification-date="Mon, 06 Jun 2011
> 12:37:03 GMT"; size="48125"
> Content-Transfer-Encoding:base64
> Content-Length:   46448
> 
> So it does appears to have ingested the image on ticket creation.
> 
> I can't find anything in the logs that indicate anything is wrong.
> 
> Just in case it's something to do with database encoding, I used
> rt-3.8.2/etc/schema.mysql to create the database (and
> rt3-on-pg-to-mysql script from the wiki?? to import from pg).

That's the wrong schema, you wanted schema.mysql-4.1
Any new attachments are likely to have corruption.

I know nothing about the script you're using, but you have to convert
out of the base64 storage used on Pg to binary storage on mysql.
Your content-type headers imply that you didn't do that.

-kevin


pgp8EwMQl0oXh.pgp
Description: PGP signature

Re: [rt-users] RT4 upgrade woes - user accounts lock?

[Kevin Falcone]

On Mon, Jun 06, 2011 at 09:29:03AM -0400, Joshua Knarr wrote:
>I am upgrading from RT 3.4.5 to RT 4.
> 
>I read the docs and stopped at 3.8, did the schema stuff, and then 
> continued to 4 per the
>instructions for upgrading mysql also.
> 
>On the new system it runs for a few hours just fine, but then suddenly 
> everyones account gets
>locked.

What does "everyones account gets locked" mean?
What is in your debug logs.
What extensions do you have installed.

-kevin

>I restarted the services, I checked my configs, I'm coming up empty. What 
> went wrong or where
>should I be looking?


pgpKTsJpKTgDP.pgp
Description: PGP signature

Re: [rt-users] RT4 upgrade woes - user accounts lock?

[Joshua Knarr]

I just tracked this down to the password changing in the database...

If I try to log in after upgrading - it works for awhile then stops
working. The question is why?

The workaround:
UPDATE Users SET Password=md5('password') WHERE Name='knarrj';

This isn't good. I would vastly prefer to not have to run the upgrade
again and I would really like to use the old passwords. Is there a
workaround? What changed?

On Mon, 2011-06-06 at 09:29 -0400, Joshua Knarr wrote:

> I am upgrading from RT 3.4.5 to RT 4.
> 
> I read the docs and stopped at 3.8, did the schema stuff, and then
> continued to 4 per the instructions for upgrading mysql also.
> 
> On the new system it runs for a few hours just fine, but then suddenly
> everyones account gets locked. 
> 
> I restarted the services, I checked my configs, I'm coming up empty.
> What went wrong or where should I be looking?
> 
> Thanks.
> 
> 

-- 
Joshua Knarr
Systems Engineer
GSI Commerce, Inc.  http://www.gsicommerce.com
E-Mail: kna...@gsicommerce.com
Office: 610-491-7110
Mobile: 484-636-7371

The information contained in this electronic mail transmission is
intended only for the use of the individual or entity named in this
transmission. If you are not the intended recipient of this
transmission, you are hereby notified that any disclosure, copying or
distribution of the contents of this transmission is strictly prohibited
and that you should delete the contents of this transmission from your
system immediately. Any comments or statements contained in this
transmission do not necessarily reflect the views or position of GSI
Commerce, Inc. or its subsidiaries and/or affiliates.

Re: [rt-users] Migrating to RT from another ticket system

[Bart]

Hi,

I think I'll have to use the RT api since we have some specific ideas on hoe
we want to implement the old data into RT which can\t be done using the
Offline tool.

I'm not that good with Perl (never tried so not sure where to look) but I'm
currently looking into maybe using bash with the RT command to see if I can
use the CSV file as an input in some way.

Either way, I think I'm going in the right direction. It will take some time
but when done right it will give us a nice migration :)

Best regards,

Bart



2011/6/6 Raed El-Hames 

>  Bart:
>
>
>
> The offline tool will help you create the tickets as Ken suggested ,
> however if you are looking to include any of your old tickets history
> (correspondence / updates), then I would recommend you look into using perl
> script and the rt api.
>
>
>
> Roy
>
>
>
> *From:* rt-users-boun...@lists.bestpractical.com [mailto:
> rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Bart
> *Sent:* 06 June 2011 12:44
> *To:* rt-users@lists.bestpractical.com
> *Subject:* [rt-users] Migrating to RT from another ticket system
>
>
>
> Hi,
>
> We are currently working on migrating to Request Tracker.
>
> The step on which we are now is creating a proof of concept, this is coming
> along pretty nicely.
> With the O'Reilly book + mailing lists + wiki at hand we're getting there,
> just filling out the specific details :)
>
> I do however want to look at a road bump ahead, which is migrating the old
> ticket date into RT.
>
> We have the ability to export all the current date to CSV format, keeping
> those fields that we feel are fit for RT. (the old/current ticketing system
> is Assyst from Axios Systems)
> We don't mind if ticket numbers are new, we prefer it really, as long as we
> can store the old ticket number in a CF (which I believe we can).
>
> What would be the best way to import the data?
> Can we use the command-line RT functions or do we have to do some database
> magic? (I'm not a database wizard so we'd have to find someone for that lol)
>
> The reason why I'm asking this is mainly to get some information about the
> migration process before hand, such information would safe me allot of time
> later on.
>
> So any information that would point us in the right direction would be
> helpful.
>
> Thanks in advance.
>
> Best regards,
>
> Bart
>

Re: [rt-users] How can I tackle CC emails and Exchange distribution list

[Kevin Falcone]

On Mon, Jun 06, 2011 at 01:51:31AM +, Rithy R wrote:
>1.   When requester send email to RT mailbox they CC a lot of people 
> (10 email addresses
>or more). Those addresses did not include in CC list when we reply that 
> ticket. Is there
>anyway we can automate that?

Read about ParseNewMessageForTicketCcs in RT_Config.pm

>2.   When I CC a distribution list in the same email server as RT 
> mailbox it won*t send.
>It can send to other user without any issue.

Sounds like a mail misconfiguration, but you haven't provided enough
details.  RT doesn't know the difference between a distribution list
and a normal email

-kevin


pgp20mdKAeS4r.pgp
Description: PGP signature

Re: [rt-users] 4.0.0: Upgrade database independently of installed code base?

[Kevin Falcone]

On Sun, Jun 05, 2011 at 08:54:16PM +1000, Alex Peters wrote:
> I am attempting to upgrade my RT instance from 3.8.7 to 4.0.0.
> 
> My elected approach is to set up the 4.0.0 instance alongside
> the original 3.8.7 instance (i.e. two separate databases), and
> verify that the 4.0.0 instance works properly before retiring
> the 3.8.7 one.
> 
> I have successfully set up the 4.0.0 code base as a "new
> installation" via "make install," set up a separate MySQL
> database for 4.0.0 and copied the 3.8.7 schema into it.
> 
> I understand that I need to apply a series of sequential
> upgrades to the copied database in order to make it a 4.0.0
> schema and complete the 4.0.0 setup, but I can't see how this
> is done.
> 
> The README document states in step 6b that "make upgrade" will
> provide the command necessary to upgrade the database.  This
> implies a need to overwrite an existing code base--which, in my
> case, is not happening.
> 
> Given my use case--one which I hadn't imagined would be all
> that uncommon--what is the correct approach to getting the
> database updated to the correct schema?

make upgrade will actually cleanly install everything into /opt/rt4
for you and print out the line.  It is something like this:

/opt/rt4/sbin/rt-setup-database --action upgrade --dba YOURDBAUSERNAME

that last part is obviously site-specific.

Please also review docs/UPGRADING-3.8 and docs/UPGRADING-4.0 and
complete any relevant database upgrade steps listed there.

-kevin

> (I apologise if this is explicitly covered somewhere in the
> docs.  Things get harder to absorb as you read them over and
> over again...)
> 


pgpaLvXzRmheC.pgp
Description: PGP signature

Re: [rt-users] On Transaction Extract Subject Tag of correspondence and add to ticket subject (shown when searching tickets)

[Kevin Falcone]

On Sat, Jun 04, 2011 at 07:39:09PM +, Kris Germann wrote:
> I'm wondering if this is something I should be capable of doing, however 
> right now it eludes me.
> 
> For standard requests which have common subjects, for example, Subject: 
> CUSTOMER NAME - PHONE NUMBER
> 
> I'm attempting to write a scrip which then enables us to replace ticket's 
> subject with the transaction's subject line, so if say we're doing an order 
> for a customer, and in this case the order is rejected, the person who 
> rejected it would add "REJECTED" to the subject: CUSTOMER NAME - PHONE NUMBER 
> REJECTED.
> 
> I'm wondering if there is a way as the subject here says, to extract the 
> correspondence subject (changed subject from the email reply) and change the 
> ticket title accordingly...
> 
> Yes, this is a re-email of something I had gotten no response on AFAIK - 
> http://www.gossamer-threads.com/lists/rt/users/96826?nohighlight=1#96826
> 
> I've tried "On Transaction Extract Subject Tag with template Transaction"
> Condition: On Transaction
> Action: Extract Subject Tag
> Template: Global Template: Transaction
> Stage: Transaction Create

The Extract Subject Tag scrip action isn't really what you want, it is
used when two RTs talk to each other to maintain the subject tags
(which are the [foo #1234] parts of a subject.

You'll need to write a custom Scrip that updates the ticket's subject.

-kevin


pgp3VOFjSx7JW.pgp
Description: PGP signature

Re: [rt-users] "ShowTicket" for Groups that a requestor belongs to

[Gerard FENELON]

Hi

I would create a group for each company
then I would wite a scrip to add a Group as Cc to the ticket at creation 
time

depending on some characteristics of the Requestor.
For example, if the Organization of the Requestor is "Yoyodine"
then add group "Yoyodine".
Finally give the appropriate rights to the Cc group.

Gerard

On 2011-06-06 15:04, Michael Polenske wrote:


Hi Kenneth,

thanks for your hint. Unfortunately this will not cover my problem. 
Maybe I should explain it a little bit more:


-we have a queue called support

-~20 companies are able to submit tickets to this queue

-All companies have 2-3 employees who can submit tickets for their company

-Currently every company has only _/one/_ user to login into RT to 
submit tickets for their company


-Every company can only see their submitted tickets (CreateTicket and 
SeeQueue or Privileged Users, ShowTicket for Requestor)


Now we got request that every employee for every company should have 
their own account to RT to submit ticket (to clarify who in the 
customers company is owner of the ticket). Now problem at all, but now 
every user of one company should see all tickets of the other users of 
their company, just in case that someone is on vacation etc.


If I follow your solution (open a group, move the employees in this 
group and give ShowTicket to this group) they can see ALL tickets -- 
not only the tickets for their group. Maybe a solution like "Requestor 
Group" will cover my problem -- I have no idea who to establish 
something like that 


Hope this clarifies my problem a little bit more J

Thanks a lot and best regards,

Michael

*From:*rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] *On Behalf Of 
*Kenneth Crocker

*Sent:* Freitag, 3. Juni 2011 19:07
*To:* rt-users@lists.bestpractical.com
*Subject:* Re: [rt-users] "ShowTicket" for Groups that a requestor 
belongs to


Michael,

Create a User-defined Group, put those individuals that need those 
rights to the Queue into that group, then go to Config->Queues(select 
the Queue)->Group rights and find that group and give the the rights 
they need. That way, the Global rights you gave to Requestors remains, 
but for that particular Queue, any member of this new group will have 
the rights you granted.


Kenn
LBNL

On Fri, Jun 3, 2011 at 7:26 AM, Michael Polenske 
> wrote:


Hi there,

I work now for years with RT, but before as user not as admin JNow our 
admin left and I have to takeover some tasks.


One of the urgent one's I am not able to fix, maybe you can help.

Situation:

One Support-Queue, some users can submit tickets to and can see only 
their tickets (ShowTicket only for group requestor). But now we have 
to change it that way, that some user can belong to a group, and this 
group needs to see all tickets submitted by members of this group -- 
nothing more, nothing less.


Any idea how to handle this ?

Thanks a lot and have a nice weekend -- Michael

Re: [rt-users] Migrating to RT from another ticket system

[Raed El-Hames]

Bart:

The offline tool will help you create the tickets as Ken suggested , however if 
you are looking to include any of your old tickets history (correspondence / 
updates), then I would recommend you look into using perl script and the rt api.

Roy

From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Bart
Sent: 06 June 2011 12:44
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Migrating to RT from another ticket system

Hi,

We are currently working on migrating to Request Tracker.

The step on which we are now is creating a proof of concept, this is coming 
along pretty nicely.
With the O'Reilly book + mailing lists + wiki at hand we're getting there, just 
filling out the specific details :)

I do however want to look at a road bump ahead, which is migrating the old 
ticket date into RT.

We have the ability to export all the current date to CSV format, keeping those 
fields that we feel are fit for RT. (the old/current ticketing system is Assyst 
from Axios Systems)
We don't mind if ticket numbers are new, we prefer it really, as long as we can 
store the old ticket number in a CF (which I believe we can).

What would be the best way to import the data?
Can we use the command-line RT functions or do we have to do some database 
magic? (I'm not a database wizard so we'd have to find someone for that lol)

The reason why I'm asking this is mainly to get some information about the 
migration process before hand, such information would safe me allot of time 
later on.

So any information that would point us in the right direction would be helpful.

Thanks in advance.

Best regards,

Bart

[rt-users] Pg to mysql : attachements not viewable

[Kristian Davies]

I've just moved our RT DB from postgres to Mysql (5.1.50).  Apart from
the DB change, I edited RT_siteconfig.pm and also had to upgrade the
perl-DBD-mysql module (apache is a centos 4, 32bit box).

When I click on the attachment link I get nothing (in chrome) and in
firefox I just get the path as text:

http://rt/Ticket/Attachment/2113990/1349816/owl.jpg

Full headers (in firefox):

Content-Description:owl.jpg
content-type:   image/jpeg; name="owl.jpg"
content-disposition:attachment; creation-date="Mon, 06 Jun 2011
12:37:03 GMT"; filename="owl.jpg"; modification-date="Mon, 06 Jun 2011
12:37:03 GMT"; size="48125"
Content-Transfer-Encoding:  base64
Content-Length: 46448

So it does appears to have ingested the image on ticket creation.

I can't find anything in the logs that indicate anything is wrong.

Just in case it's something to do with database encoding, I used
rt-3.8.2/etc/schema.mysql to create the database (and
rt3-on-pg-to-mysql script from the wiki?? to import from pg).

Any ideas?

-Kristian

[rt-users] RT4 upgrade woes - user accounts lock?

[Joshua Knarr]

I am upgrading from RT 3.4.5 to RT 4.

I read the docs and stopped at 3.8, did the schema stuff, and then
continued to 4 per the instructions for upgrading mysql also.

On the new system it runs for a few hours just fine, but then suddenly
everyones account gets locked. 

I restarted the services, I checked my configs, I'm coming up empty.
What went wrong or where should I be looking?

Thanks.
-- 
Joshua Knarr
Systems Engineer
GSI Commerce, Inc.  http://www.gsicommerce.com
E-Mail: kna...@gsicommerce.com
Office: 610-491-7110
Mobile: 484-636-7371

The information contained in this electronic mail transmission is
intended only for the use of the individual or entity named in this
transmission. If you are not the intended recipient of this
transmission, you are hereby notified that any disclosure, copying or
distribution of the contents of this transmission is strictly prohibited
and that you should delete the contents of this transmission from your
system immediately. Any comments or statements contained in this
transmission do not necessarily reflect the views or position of GSI
Commerce, Inc. or its subsidiaries and/or affiliates.

Re: [rt-users] "ShowTicket" for Groups that a requestor belongs to

[Michael Polenske]

Hi Kenneth,

 

thanks for your hint. Unfortunately this will not cover my problem.
Maybe I should explain it a little bit more:

 

-   we have a queue called support

-   ~20 companies are able to submit tickets to this queue

-   All companies have 2-3 employees who can submit tickets for
their company

-   Currently every company has only _one_ user to login into RT to
submit tickets for their company

-   Every company can only see their submitted tickets (CreateTicket
and SeeQueue or Privileged Users, ShowTicket for Requestor)

 

Now we got request that every employee for every company should have
their own account to RT to submit ticket (to clarify who in the
customers company is owner of the ticket). Now problem at all, but now
every user of one company should see all tickets of the other users of
their company, just in case that someone is on vacation etc. 

 

If I follow your solution (open a group, move the employees in this
group and give ShowTicket to this group) they can see ALL tickets - not
only the tickets for their group. Maybe a solution like "Requestor
Group" will cover my problem - I have no idea who to establish something
like that 

 

Hope this clarifies my problem a little bit more J

 

Thanks a lot and best regards,

Michael

 

 

From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: Freitag, 3. Juni 2011 19:07
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] "ShowTicket" for Groups that a requestor belongs
to

 

Michael,

Create a User-defined Group, put those individuals that need those
rights to the Queue into that group, then go to Config->Queues(select
the Queue)->Group rights and find that group and give the the rights
they need. That way, the Global rights you gave to Requestors remains,
but for that particular Queue, any member of this new group will have
the rights you granted.

Kenn
LBNL

On Fri, Jun 3, 2011 at 7:26 AM, Michael Polenske
 wrote:

Hi there,

 

I work now for years with RT, but before as user not as admin J Now our
admin left and I have to takeover some tasks. 

 

One of the urgent one's I am not able to fix, maybe you can help.

 

Situation:

 

One Support-Queue, some users can submit tickets to and can see only
their tickets (ShowTicket only for group requestor). But now we have to
change it that way, that some user can belong to a group, and this group
needs to see all tickets submitted by members of this group - nothing
more, nothing less.

 

Any idea how to handle this ?

 

Thanks a lot and have a nice weekend - Michael

 

 

Re: [rt-users] Migrating to RT from another ticket system

[Bart]

Hi Ken,

I would have never looked at the Offline option lol, thought it was
something completely different, I'l have a go at that one!

I also just currently bumped into this commandline argument which might also
help me out in a similar way:

$ rt create -t ticket set subject="urgent contact request" set queue=general
>

It's an example which creates 1 ticket with 1 command, I could add some
extra values to it to complete the lot but it looks like the Offline option
does about the same in an easier format.

Thanks for the tip.

Best regards,

Bart



2011/6/6 k...@rice.edu 

> On Mon, Jun 06, 2011 at 01:44:01PM +0200, Bart wrote:
> > Hi,
> >
> > We are currently working on migrating to Request Tracker.
> >
> > The step on which we are now is creating a proof of concept, this is
> coming
> > along pretty nicely.
> > With the O'Reilly book + mailing lists + wiki at hand we're getting
> there,
> > just filling out the specific details :)
> >
> > I do however want to look at a road bump ahead, which is migrating the
> old
> > ticket date into RT.
> >
> > We have the ability to export all the current date to CSV format, keeping
> > those fields that we feel are fit for RT. (the old/current ticketing
> system
> > is Assyst from Axios Systems)
> > We don't mind if ticket numbers are new, we prefer it really, as long as
> we
> > can store the old ticket number in a CF (which I believe we can).
> >
> > What would be the best way to import the data?
> > Can we use the command-line RT functions or do we have to do some
> database
> > magic? (I'm not a database wizard so we'd have to find someone for that
> lol)
> >
> > The reason why I'm asking this is mainly to get some information about
> the
> > migration process before hand, such information would safe me allot of
> time
> > later on.
> >
> > So any information that would point us in the right direction would be
> > helpful.
> >
> > Thanks in advance.
> >
> > Best regards,
> >
> > Bart
>
> Hi Bart,
>
> I would take a look at the Tools->Offline and see if you can generate
> an appropriate text file for import from your CSV. I used that method
> to create several thousand tickets at one shot.
>
> Cheers,
> Ken
>

Re: [rt-users] Migrating to RT from another ticket system

[k...@rice.edu]

On Mon, Jun 06, 2011 at 01:44:01PM +0200, Bart wrote:
> Hi,
> 
> We are currently working on migrating to Request Tracker.
> 
> The step on which we are now is creating a proof of concept, this is coming
> along pretty nicely.
> With the O'Reilly book + mailing lists + wiki at hand we're getting there,
> just filling out the specific details :)
> 
> I do however want to look at a road bump ahead, which is migrating the old
> ticket date into RT.
> 
> We have the ability to export all the current date to CSV format, keeping
> those fields that we feel are fit for RT. (the old/current ticketing system
> is Assyst from Axios Systems)
> We don't mind if ticket numbers are new, we prefer it really, as long as we
> can store the old ticket number in a CF (which I believe we can).
> 
> What would be the best way to import the data?
> Can we use the command-line RT functions or do we have to do some database
> magic? (I'm not a database wizard so we'd have to find someone for that lol)
> 
> The reason why I'm asking this is mainly to get some information about the
> migration process before hand, such information would safe me allot of time
> later on.
> 
> So any information that would point us in the right direction would be
> helpful.
> 
> Thanks in advance.
> 
> Best regards,
> 
> Bart

Hi Bart,

I would take a look at the Tools->Offline and see if you can generate
an appropriate text file for import from your CSV. I used that method
to create several thousand tickets at one shot.

Cheers,
Ken

[rt-users] Cannot resolve file, with NTLM auth

[Raphaël MOUNEYRES]

Hello,

we're now using NTLM authentification on RT3.8.8
On user side everything works fine, but in the logs, i have the following 
line written four times each time a page is displayed

[Mon Jun  6 11:48:24 2011] [warning]: [Mason] Cannot resolve file to 
component: /var/www/error/HTTP_UNAUTHORIZED.html.var (is file outside 
component root?) at 
/usr/lib/perl5/vendor_perl/5.10.0/HTML/Mason/ApacheHandler.pm line 853. 
(/usr/lib/perl5/vendor_perl/5.10.0/HTML/Mason/ApacheHandler.pm:853)

For sure this file is "outside component root" as defined in my rt3.conf :
DocumentRoot /opt/rt3/share/html

May i need to add more options in rt3.conf or modify others in httpd.conf 
?

Raphaël
#
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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."


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[rt-users] Migrating to RT from another ticket system

[Bart]

Hi,

We are currently working on migrating to Request Tracker.

The step on which we are now is creating a proof of concept, this is coming
along pretty nicely.
With the O'Reilly book + mailing lists + wiki at hand we're getting there,
just filling out the specific details :)

I do however want to look at a road bump ahead, which is migrating the old
ticket date into RT.

We have the ability to export all the current date to CSV format, keeping
those fields that we feel are fit for RT. (the old/current ticketing system
is Assyst from Axios Systems)
We don't mind if ticket numbers are new, we prefer it really, as long as we
can store the old ticket number in a CF (which I believe we can).

What would be the best way to import the data?
Can we use the command-line RT functions or do we have to do some database
magic? (I'm not a database wizard so we'd have to find someone for that lol)

The reason why I'm asking this is mainly to get some information about the
migration process before hand, such information would safe me allot of time
later on.

So any information that would point us in the right direction would be
helpful.

Thanks in advance.

Best regards,

Bart

Re: [rt-users] RT 4 - install on Debian Squeeze

[Bart]

Hi,

This topic might have been closed but I just want to reply with my Debian
Squeeze installation steps.

The steps are basically describing the installation from scratch while
installing RT4 manually. The advantage here is that you can follow the RT
releases instead of waiting for the Debian specific packages. (personally I
think that's ok)

* BEGIN INSTALLATION STEPS *

Clean installation of Debian Squeeze, this means:

   - Only install the base system (nothing else)
   - Make sure that things like networking work (DNS, IP, etc.)

After installation install the following basics:

aptitude update
aptitude full-upgrade
aptitude install ntp ntpdate sudo screen openssh-server acpi-support
acpid

I don't know why but I like doing these separate:

aptitude install build-essential
aptitude install linux-headers-`uname -r`

Edit the sources.lst

nano -w /etc/apt/sources.lst

Add "contrib non-free", not really requirered but sometimes you need items
from those two sections. (I'm lazy and just add them to make sure that I
don't bite my nails when I really need them).
Then update the apt library:

aptitude update

Create the .ssh directory and extra files for when you use things like SSH
(I do):

cd /root/
mkdir .ssh
chmod 700 .ssh
touch .ssh/authorized_keys
chmod 600 .ssh/authorized_keys

Up to this point you've only installed the base Debian system. The next
parts are specific for RT.

Requirered packages for RT4:

aptitude install apache2 mysql-server gcc make gawk libexpat1-dev
libapache2-mod-perl2

Check if Apache is running:

wget --spider localhost

Download RT and unpack it:

cd /tmp
wget http://download.bestpractical.com/pub//rt/release/rt-4.0.0.tar.gz
tar xvzf rt-4.0.0.tar.gz
cd /tmp/rt-4.0.0
./configure

Now first run cpan in order to configure it:

cpan

Do the automatic thingy, after that you'll have to edit the cpan config in
order to make the next part a hell of allot easyer:

nano -w /etc/perl/CPAN/Config.pm

Inside the config there are two "ask" parameters, remove the ask part and
make sure it only contains "yes".
I'm doing this because the following steps are going to install allot of
perl modules and hitting return every minute or so is just too annoying.

Then, check what dependencies your missing, this is CPAN based:

make testdeps

Now install all the depencencies by using the fixdeps parameter, this runs
via CPAN:

make fixdeps

The fixdeps part will take a while and you might have to run it several
times. You might even have to manually install a few of those dependencies
(not too difficult).
After a while you'll be done, the next thing you could do is upgrade all
perl modules from within CPAN (optional since RT met it's requirements).

Now we can install RT:

cd /tmp/rt-4.0.0
make install

Edit the SiteConfig, this is what I've made:

nano -w /opt/rt4/etc/RT_SiteConfig.pm

Set( $rtname, 'Request Tracker Name');
Set($Organization, 'Organization');
Set($CorrespondAddress , 'r...@some.url.com');
Set($CommentAddress , 'rt-comm...@some.url.com');
Set($Timezone , 'Europe/Amsterdam'); # obviously choose what suits
you
Set($DatabaseType, 'mysql'); # e.g. Pg or mysql
Set($DatabaseUser , 'root'); # Obviously make a separate DB for RT
and give it a special user with privileges for that DB. In my test setup I'm
just doing this with the root user (like I said, I'm a little lazy ^_~)
Set($DatabasePassword , 'root');  # My test setup has root:root as
user/password.
Set($DatabaseName , 'rt4');
Set($WebPath , "");
Set($WebBaseURL , "http://rt4.some.url.com";);

Next up is initializing the database:

cd /tmp/rt-4.0.0
make initialize-database

Now we configure apache to include the vhost:

nano -w /etc/apache2/sites-available/rt4.some.url.com


ErrorLog /opt/rt4/var/log/apache2.error
TransferLog /opt/rt4/var/log/apache2.access
# LogLevel debug

AddDefaultCharset UTF-8

DocumentRoot "/opt/rt4/share/html"

Order allow,deny
Allow from all

SetHandler perl-script
PerlResponseHandler Plack::Handler::Apache2
PerlSetVar psgi_app /opt/rt4/sbin/rt-server


use Plack::Handler::Apache2;
Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");



/etc/init.d/apache2 restart

Check if the new vhost is working and if RT is working. (as in, open it in a
browser)
During the first run it might take a while to show the webpage.

Configure the outgoing e-mail, default Debian comes with exim. In my case I
want the server to go to a smarthost, so run this command to configure exim
with a smarthost (pretty easy setup, you can rerun i