Re: [rt-users] view original html attachment?

[Adam Thompson]

> Displaying as unsanitized HTML is a security risk that allows
> cross-site scripting attacks.  If you really want to, you can set
> the option below.
>  From etc/RT_Config.pm:
>
> =item C<$TrustHTMLAttachments>
>
> If C is not defined, we will display them as
> text. This prevents malicious HTML and JavaScript from being sent
> in a request (although there is probably more to it than that)
>
> =cut
>
> Set($TrustHTMLAttachments, undef);
>
> Thomas


That does pretty much exactly what I wanted, thank you.  I misinterpreted 
that option, I thought what it affected was the sanitized HTML display in 
the ticket history...  The description for the option makes sense, once 
you remember that all HTML email is actually an unnamed MIME part, treated 
as an "attachment" in the underlying mail-processing code.

I would suggest editing RT_Config.pm as so:

Always download attachments, regardless of content type. If set, this
  - overrides C.
  + overrides C.  See also PreferRichText for the
  + display of HTML content in ticket history.

to make that just a little bit clearer.


Thank you for the pointer,

-Adam Thompson
 athom...@athompso.net
 (204) 291-7950 - direct
 (204) 489-6515 - fax






2011 Training: http://bestpractical.com/services/training.html

Re: [rt-users] migrating from MySQL to Postgres?

[Dario Landazuri]

James,


Dario, I apologize for being slightly off-topic, but your original
request stated you wanted to migrate from mysql to postgres to better
utilize full text search.  I'm sure this has been discussed in other
threads, but is their an inherent limitation in mysql that prevents this
(ie, you need a lot more memory, faster disk access, etc, using mysql
vs. postgres) function from working efficiently (or at all)?


No apologies necessary.

I made this decision based on Best Practical's assertions in 
full_text_indexing.pod (in the install tarball) that full text indexing 
is not supported natively in MySQL, that I'd have to install an external 
package to get it, and that I'd likely have to recompile MySQL from 
source to properly integrate MySQL with the external indexing engine.


Whereas PostgreSQL supports full text indexing natively, and I can get 
(maintained) packages for it straight from postgres.org.


(Side note: I've changed from digest subscription to full for the time 
being - no need to cc me on messages anymore)


Cheers,
Dario

--

Dario Landazurida...@astro.as.utexas.edu
Systems Analyst   (512) 471-3334
McDonald Observatory



2011 Training: http://bestpractical.com/services/training.html

[rt-users] Auth:GnuPG: how to reject unsigned email messages from privileged users?

[Ezequiel Alfíe]

I would want to reject gpg unsigned inbound emails and to reject
messages with unverified or bad signatures as well.

Has anyone done something similar?

Thank you,
Ezequiel Alfíe


2011 Training: http://bestpractical.com/services/training.html

Re: [rt-users] migrating from MySQL to Postgres?

[James Moseley]

Dario, I apologize for being slightly off-topic, but your original request
stated you wanted to migrate from mysql to postgres to better utilize full
text search.  I'm sure this has been discussed in other threads, but is
their an inherent limitation in mysql that prevents this (ie, you need a lot
more memory, faster disk access, etc, using mysql vs. postgres) function
from working efficiently (or at all)?

Thanks.

On Tue, Jun 28, 2011 at 5:40 PM, Dario Landazuri
wrote:

> Greetings,
>
> Some progress has been made on this front.  I have made some slight edits
> to Edward Groenendaal's script found here:
> http://wiki-archive.bestpractical.com/view/MySQLToPg that Ruslan pointed
> out.  I am now able to migrate data from my mysql database to a postgres
> one.  I'll post that script tomorrow.
>

-- 
James Moseley


2011 Training: http://bestpractical.com/services/training.html

Re: [rt-users] migrating from MySQL to Postgres?

[Dario Landazuri]

Greetings,

Some progress has been made on this front.  I have made some slight 
edits to Edward Groenendaal's script found here: 
http://wiki-archive.bestpractical.com/view/MySQLToPg that Ruslan pointed 
out.  I am now able to migrate data from my mysql database to a postgres 
one.  I'll post that script tomorrow.


RT comes up ok with the postgres database, but I am unable to create new 
tickets - the following error comes up in /var/log/httpd/error_log:


[Tue Jun 28 17:31:56 2011] [error] [client 128.83.129.176] FastCGI: 
server "/opt/rt/rt4/sbin/rt-server.fcgi" stderr: [Tue Jun 28 22:31:56 
2011] [crit]: Couldn't create a ticket: Internal Error: Couldn't execute 
the query 'INSERT INTO Tickets (Subject, Status, Queue, Creator, Owner, 
LastUpdatedBy, Started, Type, Resolved, Starts, Created, Priority, 
LastUpdated, Due) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, 
?)'ERROR:  duplicate key value violates unique constraint 
"tickets_pkey", referer: https:///Ticket/Create.html?Queue=3


Any ideas?  I have moved back to the mysql-backed instance for the time 
being.


Thanks,
Dario

--

Dario Landazurida...@astro.as.utexas.edu
Systems Administrator (512) 471-3334
McDonald Observatory




smime.p7s
Description: S/MIME Cryptographic Signature


2011 Training: http://bestpractical.com/services/training.html

Re: [rt-users] Ticket can be Resolved when Depending on Rejected Approval Ticket

[Kenneth Crocker]

Chris,

I'm not sure. When we originally put in RT, there was no approvals so we
created our own by creating a Queue used for Review and then based on CF
values automatically moved it to the correct Queue along with notifications,
etc. All history is with one ticket. Then RT came out with approvals but I
never got into it. I liked our way better. Privileges were the same and
easier to maintain.

Kenn
LBNL

On Tue, Jun 28, 2011 at 12:32 PM, Christopher Lasater wrote:

> Hey Kenneth,
>
> Its not based on a CF for approval, its based on the RT approval system.
> Someone creates a ticket in a Queue and an additional ticket is created for
> approval and it pops up in the approval section of RT.  Isn’t this the
> normal process for approvals for RT?
>
> Chris
>
> ** **
>
> *From:* rt-users-boun...@lists.bestpractical.com [mailto:
> rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
> *Sent:* Tuesday, June 28, 2011 3:15 PM
>
> *To:* rt-users@lists.bestpractical.com
> *Subject:* Re: [rt-users] Ticket can be Resolved when Depending on
> Rejected Approval Ticket
>
> ** **
>
> Cristopher,
>
> I'm curious. Why not just have these tickets created in a "General" or
> "Review" Queue and send a notification to whoever should approve of the
> ticket based on "From" or some CF value. Then when that Approver changes the
> value of a CF to indicate approval, move the ticket to the appropriate
> Queue? That way, all history stays with the original request ticket.
>
> Kenn
> LBNL
>
> On Tue, Jun 28, 2011 at 7:49 AM, Christopher Lasater 
> wrote:
>
> Ohh yeah, this is RT-4.0.  Is this also the behavior in previous versions?
> 
>
>  
>
> *From:* rt-users-boun...@lists.bestpractical.com [mailto:
> rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Christopher
> Lasater
> *Sent:* Monday, June 27, 2011 3:26 PM
> *To:* rt-users@lists.bestpractical.com
> *Subject:* [rt-users] Ticket can be Resolved when Depending on Rejected
> Approval Ticket
>
>  
>
> Hello,
>
>Not sure if this is normal, but I have a Queue set up so
> that when a ticket is created it will automatically create another ticket
> for Approval.  This seems to be working well, since the original ticket is
> immediately created with a Dependency for the Approval ticket.  If I try to
> Resolve the ticket before the approval process I get a dependency error,
> which is what I expect, but if I reject the approval I can then resolve the
> original ticket.  Shouldn’t I get an error message at this point saying it
> cannot be resolved and needs to be rejected?  Or have the approval
> automatically reject/close/resolve the original ticket?
>
>  
>
>Thanks
>
>  
>
>  
>
> *Christopher Lasater
> **Technology Analyst I
> **Taleo
> **
> **T. 904.520.6046
> E. clasa...@taleo.com
> *
> *Error! Filename not specified.* 
>
> *This email and any attachments thereto may contain private, confidential,
> and privileged material for the sole use of the intended recipient named in
> the original email to which this message was attached. Any review, copying,
> or distribution of this email (or any attachments thereto) by others is
> strictly prohibited. If you are not the intended recipient, please return
> this email to the sender immediately and permanently delete the original and
> any copies of this email and any attachments thereto.*
>
>  
>
>
>
> 
> 2011 Training: http://bestpractical.com/services/training.html
>
> ** **
>


2011 Training: http://bestpractical.com/services/training.html

Re: [rt-users] Ticket can be Resolved when Depending on Rejected Approval Ticket

[Christopher Lasater]

Hey Kenneth,

Its not based on a CF for approval, its based on the RT approval system.  
Someone creates a ticket in a Queue and an additional ticket is created for 
approval and it pops up in the approval section of RT.  Isnt this the normal 
process for approvals for RT?

Chris

 

From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker
Sent: Tuesday, June 28, 2011 3:15 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Ticket can be Resolved when Depending on Rejected 
Approval Ticket

 

Cristopher,

I'm curious. Why not just have these tickets created in a "General" or "Review" 
Queue and send a notification to whoever should approve of the ticket based on 
"From" or some CF value. Then when that Approver changes the value of a CF to 
indicate approval, move the ticket to the appropriate Queue? That way, all 
history stays with the original request ticket.

Kenn
LBNL

On Tue, Jun 28, 2011 at 7:49 AM, Christopher Lasater  wrote:

Ohh yeah, this is RT-4.0.  Is this also the behavior in previous versions?

 

From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Christopher 
Lasater
Sent: Monday, June 27, 2011 3:26 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Ticket can be Resolved when Depending on Rejected Approval 
Ticket

 

Hello,

   Not sure if this is normal, but I have a Queue set up so that 
when a ticket is created it will automatically create another ticket for 
Approval.  This seems to be working well, since the original ticket is 
immediately created with a Dependency for the Approval ticket.  If I try to 
Resolve the ticket before the approval process I get a dependency error, which 
is what I expect, but if I reject the approval I can then resolve the original 
ticket.  Shouldnt I get an error message at this point saying it cannot be 
resolved and needs to be rejected?  Or have the approval automatically 
reject/close/resolve the original ticket?

 

   Thanks

 

 

Christopher Lasater
Technology Analyst I
Taleo 

T. 904.520.6046
E. clasa...@taleo.com
Error! Filename not specified.  

This email and any attachments thereto may contain private, confidential, and 
privileged material for the sole use of the intended recipient named in the 
original email to which this message was attached. Any review, copying, or 
distribution of this email (or any attachments thereto) by others is strictly 
prohibited. If you are not the intended recipient, please return this email to 
the sender immediately and permanently delete the original and any copies of 
this email and any attachments thereto.

 




2011 Training: http://bestpractical.com/services/training.html

 



PGP.sig
Description: PGP signature


2011 Training: http://bestpractical.com/services/training.html

Re: [rt-users] Ticket can be Resolved when Depending on Rejected Approval Ticket

[Kenneth Crocker]

Cristopher,

I'm curious. Why not just have these tickets created in a "General" or
"Review" Queue and send a notification to whoever should approve of the
ticket based on "From" or some CF value. Then when that Approver changes the
value of a CF to indicate approval, move the ticket to the appropriate
Queue? That way, all history stays with the original request ticket.

Kenn
LBNL

On Tue, Jun 28, 2011 at 7:49 AM, Christopher Lasater wrote:

> Ohh yeah, this is RT-4.0.  Is this also the behavior in previous versions?
> 
>
> ** **
>
> *From:* rt-users-boun...@lists.bestpractical.com [mailto:
> rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Christopher
> Lasater
> *Sent:* Monday, June 27, 2011 3:26 PM
> *To:* rt-users@lists.bestpractical.com
> *Subject:* [rt-users] Ticket can be Resolved when Depending on Rejected
> Approval Ticket
>
> ** **
>
> Hello,
>
>Not sure if this is normal, but I have a Queue set up so
> that when a ticket is created it will automatically create another ticket
> for Approval.  This seems to be working well, since the original ticket is
> immediately created with a Dependency for the Approval ticket.  If I try to
> Resolve the ticket before the approval process I get a dependency error,
> which is what I expect, but if I reject the approval I can then resolve the
> original ticket.  Shouldn’t I get an error message at this point saying it
> cannot be resolved and needs to be rejected?  Or have the approval
> automatically reject/close/resolve the original ticket?
>
> ** **
>
>Thanks
>
> ** **
>
> ** **
>
> *Christopher Lasater
> **Technology Analyst I
> **Taleo
> **
> **T. 904.520.6046
> E. clasa...@taleo.com
> *[image: TALEO] 
>
> *This email and any attachments thereto may contain private, confidential,
> and privileged material for the sole use of the intended recipient named in
> the original email to which this message was attached. Any review, copying,
> or distribution of this email (or any attachments thereto) by others is
> strictly prohibited. If you are not the intended recipient, please return
> this email to the sender immediately and permanently delete the original and
> any copies of this email and any attachments thereto.*
>
> ** **
>
>
> 
> 2011 Training: http://bestpractical.com/services/training.html
>


2011 Training: http://bestpractical.com/services/training.html

Re: [rt-users] Adding custom fields to email notifications

[Kenneth Crocker]

Chris,

Here's an example template of what we use for one of our Queues:


Subject: Request Titled: "{$Ticket->Subject}" has been Resolved!

This ticket has been resolved. DO NOT REPLY to this message!
-
TICKET INFORMATION:
Queue  : {$Ticket->QueueObj->Name}
Number : {$Ticket->Id}
Subject: {$Ticket->Subject}
-
Requestor : {$Ticket->Requestors->UserMembersObj->First->Name}
Created by: {$Ticket->CreatorObj->Name}
Created on: {substr($Ticket->Created, 0, 10)}
Owned   by: {$Ticket->OwnerObj->Name}
Development Started on: {substr($Ticket->Started, 0, 10)}
QA Approved on: {substr($Ticket->FirstCustomFieldValue('QA Approval Date'),
0, 10)}
QA Approved by: {$Ticket->FirstCustomFieldValue('QA Approver')}
Migratedon: {substr($Ticket->Resolved, 0, 10)}
Migratedby: {$Ticket->FirstCustomFieldValue('Migrator')}
-
Resolution Comment:
{$Ticket->FirstCustomFieldValue('Resolution Description');}
-

Here you have several Ticket fields as well as Custom Fields.

Hope this helps.

Kenn
LBNL

On Tue, Jun 28, 2011 at 7:22 AM, Chris Hall  wrote:

> Hello all,
>
> My users are asking about possibly adding information from custom fields
> into the email notifications they receive on things like queue changes,
> comments, etc.. I'm not sure how I'd go about something like that without
> changing ALL the queue emails.. there's probably a simple solution to this
> I'm overlooking.  Does anybody have any insights?
>
>
> 
> 2011 Training: http://bestpractical.com/services/training.html
>


2011 Training: http://bestpractical.com/services/training.html

Re: [rt-users] Adding custom fields to email notifications

[Thomas Sibley]

Queue level templates named the same as global templates get used
preferentially.

On 06/28/2011 10:22 AM, Chris Hall wrote:
> Hello all,
> 
> My users are asking about possibly adding information from custom fields
> into the email notifications they receive on things like queue changes,
> comments, etc.. I'm not sure how I'd go about something like that
> without changing ALL the queue emails.. there's probably a simple
> solution to this I'm overlooking.  Does anybody have any insights?
> 
> 
> 
> 
> 
> 2011 Training: http://bestpractical.com/services/training.html



2011 Training: http://bestpractical.com/services/training.html

[rt-users] Adding custom fields to email notifications

[Chris Hall]

Hello all,

My users are asking about possibly adding information from custom fields
into the email notifications they receive on things like queue changes,
comments, etc.. I'm not sure how I'd go about something like that without
changing ALL the queue emails.. there's probably a simple solution to this
I'm overlooking.  Does anybody have any insights?


2011 Training: http://bestpractical.com/services/training.html

Re: [rt-users] RT is no longer sending Auto Replies On-Create

[Diaulas Castro]

On Exchange allow your RT server to relay by ip or configure
postfix/sendmail to use some account to authenticate on exchange.

Maybe we are getting false positives, these email from www-data are not
confirmed that they was "RT" mail.
Maybe they are just cron or system reports...

Att.
Diaulas Castro
Consultor Linux / Microsoft
InterSolution Informática
Tel.: (55 11) 3443-1472
www.intersolution.inf.br
Oracle Certified Partner


2011/6/27 Alberto Vazquez 

> OK ... I am about to ready to "throw in the towel"    I am not sure how
> all of this is suppose to work.  I aware that RT somehow use dovecot,
> sendmail and postfix.  Nothing has changed on the Exchange side, so I am not
> sure why I am getting the *"Client does not have permissions to send as
> this sender (in reply to end of DATA command))" *error.
>
> It has to be something so simple, but I am not sure where to make the
> change so that it works.
>
> I have modified everything (I think) and I am still missing something,
> since RT still fails to send emails out.  Here are some logs.
>
> Thanks for all of your help.
>
> *From:  /var/log/messages
> **Jun 27 15:51:16 usch-apps-p056 RT: <**
> rt-3.8.8-1569-1309215076-1897.18466-3...@proiris.com*
> *> #18466/274432 - Scrip 38 On Resolve Notify Others
> (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:300)
> Jun 27 15:51:16 usch-apps-p056 RT: <**
> rt-3.8.8-1569-1309215076-1897.18466-3...@proiris.com*
> *> No recipients found. Not sending.
> (/usr/local/rt/bin/../lib/RT/Interface/Email.pm:352)
> Jun 27 15:51:16 usch-apps-p056 RT: <**
> rt-3.8.8-1569-1309215076-949.18466-1...@proiris.com*
> *> #18466/274432 - Scrip 16 On Resolve Notify Requestors
> (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:300)
> Jun 27 15:51:16 usch-apps-p056 RT: <**
> rt-3.8.8-1569-1309215076-949.18466-1...@proiris.com*
> *> sent  To: **alberto.vazq...@proiris.com* 
> *(/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:331)
> Jun 27 15:51:26 usch-apps-p056 RT: <**
> rt-3.8.8-1569-1309215086-1261.18465-3...@proiris.com*
> *> #18465/274435 - Scrip 38 On Resolve Notify Others
> (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:300)
> Jun 27 15:51:26 usch-apps-p056 RT: <**
> rt-3.8.8-1569-1309215086-1261.18465-3...@proiris.com*
> *> No recipients found. Not sending.
> (/usr/local/rt/bin/../lib/RT/Interface/Email.pm:352)
> Jun 27 15:51:26 usch-apps-p056 RT: <**
> rt-3.8.8-1569-1309215086-1202.18465-1...@proiris.com*
> *> #18465/274435 - Scrip 16 On Resolve Notify Requestors
> (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:300)
> Jun 27 15:51:26 usch-apps-p056 RT: <**
> rt-3.8.8-1569-1309215086-1202.18465-1...@proiris.com*
> *> sent  To: **alberto.vazq...@proiris.com* 
> *(/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:331)
> Jun 27 16:10:02 usch-apps-p056 RT: <**
> rt-3.8.8-1965-1309216202-929.18467-1...@proiris.com*
> *> #18467/274441 - Scrip 17 On Create Autoreply To Requestors
> (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:300)
> Jun 27 16:10:02 usch-apps-p056 RT: <**
> rt-3.8.8-1965-1309216202-929.18467-1...@proiris.com*
> *> sent  To: **alberto.vazq...@proiris.com* 
> *(/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:331)
> Jun 27 16:10:02 usch-apps-p056 RT: Ticket 18467 created in queue
> 'RGARequests' by avazquez
> (/usr/local/rt/bin/../lib/RT/Ticket_Overlay.pm:671)
> Jun 27 16:15:20 usch-apps-p056 RT: <**
> rt-3.8.8-1564-1309216520-1490.18467-3...@proiris.com*
> *> #18467/27 - Scrip 38 On Resolve Notify Others
> (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:300)
> Jun 27 16:15:20 usch-apps-p056 RT: <**
> rt-3.8.8-1564-1309216520-1490.18467-3...@proiris.com*
> *> No recipients found. Not sending.
> (/usr/local/rt/bin/../lib/RT/Interface/Email.pm:352)
> Jun 27 16:15:20 usch-apps-p056 RT: <**
> rt-3.8.8-1564-1309216520-1767.18467-1...@proiris.com*
> *> #18467/27 - Scrip 16 On Resolve Notify Requestors
> (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:300)
> Jun 27 16:15:20 usch-apps-p056 RT: <**
> rt-3.8.8-1564-1309216520-1767.18467-1...@proiris.com*
> *> sent  To: **alberto.vazq...@proiris.com* 
> *(/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:331)
> *
>
> *From:  /var/log/mail.info*
> *Jun 27 16:10:02 usch-apps-p056 postfix/qmgr[1913]: EAF00C0518: removed
> Jun 27 16:15:20 usch-apps-p056 postfix/pickup[1912]: 3681CC0516: uid=33
> from=
> Jun 27 16:15:20 usch-apps-p056 postfix/cleanup[2054]: 3681CC0516:
> message-id=<**rt-3.8.8-1564-1309216520-1767.18467-1...@proiris.com*
> *>
> Jun 27 16:15:20 usch-apps-p056 postfix/qmgr[1913]: 3681CC0516: from=<**
> www-d...@proiris.com* *>, size=1179, nrcpt=1 (queue
> active)
> Jun 27 16:15:20 usch-apps-p056 postfix/smtp[2056]: warning: database
> /etc/postfix/generic.db is older than source file /etc/postfix/generic
> Jun 27 16:15:20 usch-apps-p056 postfix/smtp[2056]: 3681CC0516: to=<**
> alberto.vazq...@proiris.com* *>, relay=
> mail.proiris.com[10.1.128.117]:25, delay=0.07, delays=0.04/0.01/0.01/0,
> dsn=5.7.1, status=bounced (host mail.proiris.com[10.1.128.117] said

Re: [rt-users] RT is no longer sending Auto Replies On-Create

[Natxo Asenjo]

On Tue, Jun 28, 2011 at 1:24 AM, Alberto Vazquez  wrote:
> OK ... I am about to ready to "throw in the towel"    I am not sure how
> all of this is suppose to work.  I aware that RT somehow use dovecot,
> sendmail and postfix.  Nothing has changed on the Exchange side, so I am not
> sure why I am getting the "Client does not have permissions to send as this
> sender (in reply to end of DATA command))" error.

> I have modified everything (I think) and I am still missing something, since
> RT still fails to send emails out.  Here are some logs.
>
> Thanks for all of your help.


> Jun 27 16:15:20 usch-apps-p056 postfix/smtp[2056]: 3681CC0516:
> to=, relay=mail.proiris.com[10.1.128.117]:25,
> delay=0.07, delays=0.04/0.01/0.01/0, dsn=5.7.1, status=bounced (host
> mail.proiris.com[10.1.128.117] said: 550 5.7.1 Client does not have
> permissions to send as this sender (in reply to MAIL FROM command))
> Jun 27 16:15:20 usch-apps-p056 postfix/cleanup[2054]: 4A944C0518:

there is your problem. The smtp server mail.proiris.com does not allow
your rt smtp server to relay e-mail.

This is no rt problem, get in touch with your e-mail admin and ask him
to help you fix this problem.

-- 
natxo


2011 Training: http://bestpractical.com/services/training.html