Re: [rt-users] RT 3.8.7's requester handling, User Interface, Web chat inquiry
Rithy,
If someone is sending an email to RT aND adding their own Cc's (as opposed
to letting RT take care of that with watchers and email notifications), it
would be better to put the RT address in the BCc address. The reason is
. a lot of your users getting that original NON-RT email may want to do
a "Reply All" and since that original email they received does NOT have a
ticket reference in the subject line, RT will get that "Reply All" with no
ticket number reference and it WILL create a new ticket. It is FAR FAR
better to make sure the RT Queue has the correct watchers, etc. and let RT
copy all the appropriate people. Now, keep in mind that if you do NOT have
all the appropriate people listed as watchers for a Queue, you can have RT
automatically add them as "Ticket" Cc's, which would then mean that RT WILL
STILL send out all the correspondence to the appropriate list of people.
So, set up the Queue's with the appropriate watchers, set up the appropriate
email notifications, set up RT to automatically add Cc's to the ticket as Cc
watchers and THEN, send your emails to RT only and let RT take care of the
other correspondence to the appropriate list of watchers.
That should do it.
Hope his helps.
Kenn
LBNL
On Wed, Sep 21, 2011 at 4:22 AM, Rithy R wrote:
> Hi Community,
>
> ** **
>
> We are using RT 3.8.7 with MySQL running on Ubuntu 10. We have got some
> challenges as following:
>
> ** **
>
> -A requester send email to RT (some sent to RT's mailbox, some CC RT's
> mailbox) and requester copy a lot of email addresses in that email message.
> So what happen is, few user in those CC list reply requester's email and CC
> RT's mailbox. RT then create another new ticket for that. How to overcome
> that one? How to setup RT to add those emails in the CC list sent by
> requester automatically to CC Type in ticket's people field so when we reply
> from RT the message will CC those email addresses CC by requester?
>
> ** **
>
> -How to reply RT ticket as convinience as MS Outlook? The current version
> just give us some sort of plain text email response environment.
>
> ** **
>
> -How to setup a web base chat, VoIP or other communication tool and that
> put chat log into RT ticket directly?
>
> ** **
>
> -Is there any document that can help us migrate our RT to RT 4 in a timely
> manner?
>
> ** **
>
> ** **
>
> This is sample version of our RT_SiteConfig.pm:
> +
>
> ** **
>
> # dynamically find out the current timezone
>
> my $zone = "UTC";
>
> $zone=`/bin/cat /etc/timezone`
>
> if -f "/etc/timezone";
>
> chomp $zone;
>
> Set($Timezone, $zone);
>
> # end /etc/request-tracker3.8/RT_SiteConfig.d/40-timezone
>
> # start /etc/request-tracker3.8/RT_SiteConfig.d/50-debconf
>
> # THE BASICS:
>
> ** **
>
> Set($rtname, 'SR');
>
> Set($Organization, 'mydomain.com');
>
> Set($CorrespondAddress , 'supp...@mydomain.com');
>
> Set($CommentAddress , 'supp...@mydomain.com');
>
> Set($OverrideOutgoingMailFrom, {
>
> 'General' => 'supp...@mydomain.com',
>
> });
>
> ** **
>
> Set($MaxAttachmentSize, 1000);
>
> Set($FriendlyFromLineFormat, "support");
>
> # This will disable rich text -> Set($MessageBoxRichText, 0);
>
> Set(@Plugins, qw(RT::FM RT::Extension::SLA));
>
> Set($LogToFile, 'debug');
>
> ** **
>
> #Set amk logo
>
> #Set($WebBaseURL, "http://www.mydomain.com/images/Logowithslogan.png";);***
> *
>
> ** **
>
> #Set Business Hours
>
> Set( %ServiceBusinessHours,
>
> 'work' => {
>
> 0 => {Name => 'Sunday',Start =>undef, End =>undef },
>
> 1 => {Name => 'Monday',Start => '07:30', End => '17:30' },
>
>
> 2 => {Name => 'Tuesday',Start => '7:30', End => '17:30' },
>
>
> 3 => {Name => 'Wednesday',Start => '7:30', End => '17:30'
> },
>
> 4 => {Name => 'Thursday',Start => '7:30', End => '17:30'
> },
>
> 5 => {Name => 'Friday',Start => '7:30', End => '17:30' },*
> ***
>
> 6 => {Name => 'Saturday',Start =>undef, End =>undef },
>
> #holidays => [qw(12-06)],
>
> 'holidays' => [qw(2011-01-01 2011-01-02 2011-01-03
> 2011-01-07 2011-02-18 2011-03-8 2011-04-14 2011-04-15 2011-04-16 2011-04-17
> 2011-04-18 2011-05-01 2011-05-02 2011-05-13 2011-05-14 2011-05-15 2011-05-16
> 2011-05-17 2011-05-21 2011-05-22 2011-05-23 2011-06-1 2011-06-18 2011-06-18
> 2011-06-19 2011-06-20 2011-09-24 2011-09-25 2011-09-26 2011-09-27 2011-09-28
> 2011-10-29 2011-10-30 2011-10-31 2011-11-09 2011-11-10 2011-11-11 2011-12-10
> 2011-12-11 2011-12-12)],
>
> },
>
> );
>
> ** **
>
> #RT::Extension::SLA Config
>
> Set( %ServiceAgreements,
>
> Default => 'sev4',
>
> QueueDefault => {
>
> 'General' => 'sev4',
>
> },
>
> Levels
[rt-users] Extended Mailgate error
Dear users, We use RT to accept certain automated emails. These emails get put into queues as tickets, and are acted upon by appropriate personnel. One automated email (we can't change the content of these emails) has "Priority: normal" in the body of the email. Since the Extended Mailgate extension for RT expects "Priority:" to be a number, it throws an error. We don't really use the "Priority:" command for the extended mailgate. Is there any way to disable it? Also: we would use the configuration directive "commandbymailgroup", but the automated system sets the From: line in the email to the email address of someone who commands by mail. Any help would be greatly appreciated! -RSchwager RT 4.0.1, Extended Mailgate version 0.10 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] $Organization name with space?
On Wed, Sep 21, 2011 at 04:12:02PM +, David Chandek-Stark wrote: >How important is it really that the $Organization setting not have spaces? > I don't know why >it got set to its current value, but RT has been working fine for years. > Now I'm upgrading >from 3.8.5 to 4.0.2 and see error level log messages about this. If I do > change the value, I >understand that I would have to update the Base and Target columns in the > Links table. It's been used to generate URIs for years. It causes lots of weird linking problems and actual errors from Articles. You can grab https://raw.github.com/bestpractical/rt/4.2/links_in_validator/sbin/rt-validator.in and drop it into your 4.0.2 tarball on top of the sbin/rt-validator.in and the links option will fix your links for you. -kevin pgp2RMzkU7j4C.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] users not receiving random password with new auto-reply template
Here is a debug log from a ticket submission of the new user: http://pastebin.com/zvhbqUBz RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
[rt-users] $Organization name with space?
How important is it really that the $Organization setting not have spaces? I don't know why it got set to its current value, but RT has been working fine for years. Now I'm upgrading from 3.8.5 to 4.0.2 and see error level log messages about this. If I do change the value, I understand that I would have to update the Base and Target columns in the Links table. Thanks, David RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] users not receiving random password with new auto-reply template
You don't say what you found in your logs, and you really want to specify your full RT version -kevin OK.. I am using version 3.8 on Ubuntu 11.04. I installed it via: "apt-get update; apt-get install rt3.8-apache2 rt3.8-clients rt3.8-db-mysql request-tracker3.8 fetchmail" I have logging set to syslog info. created a new user (tom at lctn.org) and gave him create, reply, and see queue permissions. An email submission works fine and user gets a response the ticket was created, but nothing about a password. Here is the log from the submission: Sep 21 10:57:15 rt postfix/smtpd[8304]: connect from mail.lctn.org[10.10.4.13] Sep 21 10:57:15 rt postfix/smtpd[8304]: 9045344B7F: client=mail.lctn.org[10.10.4.13] Sep 21 10:57:15 rt postfix/cleanup[8308]: 9045344B7F: message-id=<1289117.641316620703230.javamail.r...@mail.lctn.org> Sep 21 10:57:15 rt postfix/qmgr[1123]: 9045344B7F: from=, size=1273, nrcpt=1 (queue active) Sep 21 10:57:15 rt postfix/smtpd[8304]: disconnect from mail.lctn.org[10.10.4.13] Sep 21 10:57:15 rt RT: #15/162 - Scrip 3 On Create Autoreply To Requestors (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:302) Sep 21 10:57:15 rt postfix/pickup[8179]: DCEEC44B82: uid=33 from= Sep 21 10:57:15 rt postfix/cleanup[8308]: DCEEC44B82: message-id= Sep 21 10:57:15 rt RT: sent To: t...@lctn.org (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:333) Sep 21 10:57:15 rt postfix/qmgr[1123]: DCEEC44B82: from=, size=1322, nrcpt=1 (queue active) Sep 21 10:57:15 rt RT: #15/162 - Scrip 4 On Create Notify AdminCcs (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:302) Sep 21 10:57:15 rt RT: No recipients found. Not sending. (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:352) Sep 21 10:57:15 rt RT: Ticket 15 created in queue 'General' by tom at lctn.org (/usr/share/request-tracker3.8/lib/RT/Ticket_Overlay.pm:671) Sep 21 10:57:15 rt postfix/local[8309]: 9045344B7F: to=rt3.lctn.org>, relay=local, delay=0.38, delays=0.01/0/0/0.37, dsn=2.0.0, status=sent (delivered to command: /usr/bin/rt-mailgate --queue general --action correspond --url http://rt3.lctn.org/rt) Sep 21 10:57:15 rt postfix/qmgr[1123]: 9045344B7F: removed Sep 21 10:57:15 rt postfix/smtp[8314]: DCEEC44B82: to=, relay=lctn.org[10.10.4.13]:25, delay=0.09, delays=0.01/0.01/0.01/0.06, dsn=2.0.0, status=sent (250 2.0.0 Ok: queued as 689751D2512) Sep 21 10:57:15 rt postfix/qmgr[1123]: DCEEC44B82: removed RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] users not receiving random password with new auto-reply template
On Wed, Sep 21, 2011 at 10:23:06AM -0500, Raymond Norton wrote:
> I am using the following auto reply template, expecting new users to
> receive a generated, random password. The ticket is created, but
> passwords are not generated. I am using version 3.8 on Ubuntu.
You don't say what you found in your logs, and you really want to
specify your full RT version
-kevin
> Subject: AutoReply: {$Ticket->Subject}
>
>
> Greetings,
>
> This message has been automatically generated in response to the
> creation of a helpdesk call:
> "{$Ticket->Subject()}",
> a summary of which appears below.
>
> There is no need to reply to this message right now. Your ticket has been
> assigned an ID of [{$rtname} #{$Ticket->id()}]. Please include this string
> in the subject line of all future correspondence about this issue.
>
> {
> *RT::User::GenerateRandomNextChar = \&RT::User::_GenerateRandomNextChar;
>
>
> if (($Transaction->CreatorObj->id != $RT::Nobody->id) &&
> (!$Transaction->CreatorObj->Privileged) &&
> ($Transaction->CreatorObj->__Value('Password') eq '*NO-PASSWORD*')
> ) {
>
> my $user = RT::User->new($RT::SystemUser);
> $user->Load($Transaction->CreatorObj->Id);
> my ($stat, $pass) = $user->SetRandomPassword();
>
> if (!$stat) {
> $OUT .=
> "An internal error has occurred. RT was not able to set a password for you.
> Please contact your local RT administrator for assistance.";
>
> }
>
> $OUT .= "
> You can check the current status and history of your requests at:
>
> ".$RT::WebURL."
>
> When prompted, enter the following username and password:
>
> Username: ".$user->Name."
> Password: ".$pass."
> ";
> }
> }
>
> Thank you.
> {$Ticket->QueueObj->CorrespondAddress()}
>
> -
> {$Transaction->Content()}
pgpjrPQE4yZOV.pgp
Description: PGP signature
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 & 27, 2011
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Melbourne VIC, Australia November 28 & 29, 2011
* Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] RT 3.8.7's requester handling, User Interface, Web chat inquiry
On Wed, Sep 21, 2011 at 11:22:45AM +, Rithy R wrote:
>-A requester send email to RT (some sent to RT's mailbox, some CC RT's
> mailbox) and requester
>copy a lot of email addresses in that email message. So what happen is,
> few user in those CC
>list reply requester's email and CC RT's mailbox. RT then create another
> new ticket for that.
>How to overcome that one? How to setup RT to add those emails in the CC
> list sent by requester
>automatically to CC Type in ticket's people field so when we reply from RT
> the message will CC
>those email addresses CC by requester?
There's a config option that will Parse new messages for Ccs
>-How to reply RT ticket as convinience as MS Outlook? The current version
> just give us some
>sort of plain text email response environment.
I suspect you want to read docs/templates.pod and turn on HTML
templates. Newer versions of Rt also have some code to work around
outlook's broken text/plain behavior
>-How to setup a web base chat, VoIP or other communication tool and that
> put chat log into RT
>ticket directly?
That's specific to your communication tool. RT provides several APIs
>-Is there any document that can help us migrate our RT to RT 4 in a timely
> manner?
Start with
http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html
which links to the included docs, but since you're using the debian
packages, you may want to use the debian 4.0 packages and that's going
to require some debian specific upgrade steps.
>
>This is sample version of our RT_SiteConfig.pm:
>+
>
>
>
># dynamically find out the current timezone
>
>my $zone = "UTC";
>
>$zone=`/bin/cat /etc/timezone`
>
>if -f "/etc/timezone";
>
>chomp $zone;
>
>Set($Timezone, $zone);
>
># end /etc/request-tracker3.8/RT_SiteConfig.d/40-timezone
>
># start /etc/request-tracker3.8/RT_SiteConfig.d/50-debconf
>
># THE BASICS:
>
>
>
>Set($rtname, 'SR');
>
>Set($Organization, 'mydomain.com');
>
>Set($CorrespondAddress , 'supp...@mydomain.com');
>
>Set($CommentAddress , 'supp...@mydomain.com');
>
>Set($OverrideOutgoingMailFrom, {
>
>'General' => 'supp...@mydomain.com',
>
>});
>
>
>
>Set($MaxAttachmentSize, 1000);
>
>Set($FriendlyFromLineFormat, "support");
>
># This will disable rich text -> Set($MessageBoxRichText, 0);
>
>Set(@Plugins, qw(RT::FM RT::Extension::SLA));
>
>Set($LogToFile, 'debug');
>
>
>
>#Set amk logo
>
>#Set($WebBaseURL, "http://www.mydomain.com/images/Logowithslogan.png";);
>
>
>
>#Set Business Hours
>
>Set( %ServiceBusinessHours,
>
>'work' => {
>
>0 => {Name => 'Sunday',Start =>undef, End =>undef },
>
>1 => {Name => 'Monday',Start => '07:30', End => '17:30' },
>
>2 => {Name => 'Tuesday',Start => '7:30', End => '17:30' },
>
>3 => {Name => 'Wednesday',Start => '7:30', End => '17:30'
> },
>
>4 => {Name => 'Thursday',Start => '7:30', End => '17:30' },
>
>5 => {Name => 'Friday',Start => '7:30', End => '17:30' },
>
>6 => {Name => 'Saturday',Start =>undef, End =>undef },
>
>#holidays => [qw(12-06)],
>
>'holidays' => [qw(2011-01-01 2011-01-02 2011-01-03
> 2011-01-07 2011-02-18
>2011-03-8 2011-04-14 2011-04-15 2011-04-16 2011-04-17 2011-04-18
> 2011-05-01 2011-05-02
>2011-05-13 2011-05-14 2011-05-15 2011-05-16 2011-05-17 2011-05-21
> 2011-05-22 2011-05-23
>2011-06-1 2011-06-18 2011-06-18 2011-06-19 2011-06-20 2011-09-24
> 2011-09-25 2011-09-26
>2011-09-27 2011-09-28 2011-10-29 2011-10-30 2011-10-31 2011-11-09
> 2011-11-10 2011-11-11
>2011-12-10 2011-12-11 2011-12-12)],
>
>},
>
>);
>
>
>
>#RT::Extension::SLA Config
>
>Set( %ServiceAgreements,
>
>Default => 'sev4',
>
>QueueDefault => {
>
>'General' => 'sev4',
>
>},
>
>Levels => {
>
>'sev1' => {
>
>StartImmediately => 1,
>
>Response => { RealMinutes
> => 60*0.5 },
>
>Resolve => { RealMinutes
> => 60*4 } },
>
>'sev2' => {
>
>StartImmediately => 1,
>
>Response => { RealMinutes
> => 60*0.5 },
>
>Resolve => { RealMinutes
> => 60*12 } },
>
>'sev3' => {
>
>BusinessHours => 'work',
>
>OutOfHours => { Resolve =>
> { RealMinutes
[rt-users] users not receiving random password with new auto-reply template
I am using the following auto reply template, expecting new users to
receive a generated, random password. The ticket is created, but
passwords are not generated. I am using version 3.8 on Ubuntu.
Subject: AutoReply: {$Ticket->Subject}
Greetings,
This message has been automatically generated in response to the
creation of a helpdesk call:
"{$Ticket->Subject()}",
a summary of which appears below.
There is no need to reply to this message right now. Your ticket has been
assigned an ID of [{$rtname} #{$Ticket->id()}]. Please include this string
in the subject line of all future correspondence about this issue.
{
*RT::User::GenerateRandomNextChar = \&RT::User::_GenerateRandomNextChar;
if (($Transaction->CreatorObj->id != $RT::Nobody->id) &&
(!$Transaction->CreatorObj->Privileged) &&
($Transaction->CreatorObj->__Value('Password') eq '*NO-PASSWORD*')
) {
my $user = RT::User->new($RT::SystemUser);
$user->Load($Transaction->CreatorObj->Id);
my ($stat, $pass) = $user->SetRandomPassword();
if (!$stat) {
$OUT .=
"An internal error has occurred. RT was not able to set a password for you.
Please contact your local RT administrator for assistance.";
}
$OUT .= "
You can check the current status and history of your requests at:
".$RT::WebURL."
When prompted, enter the following username and password:
Username: ".$user->Name."
Password: ".$pass."
";
}
}
Thank you.
{$Ticket->QueueObj->CorrespondAddress()}
-
{$Transaction->Content()}
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 & 27, 2011
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Melbourne VIC, Australia November 28 & 29, 2011
* Barcelona, Spain November 28 & 29, 2011
[rt-users] RT 3.8.7's requester handling, User Interface, Web chat inquiry
Hi Community,
We are using RT 3.8.7 with MySQL
running on Ubuntu 10. We have got some challenges as following:
-A requester send email to RT (some
sent to RT's mailbox, some CC RT's mailbox) and requester copy a lot of email
addresses in that email message. So what happen is, few user in those CC list
reply requester's email and CC RT's mailbox. RT then create another new ticket
for that. How to overcome that one? How to setup RT to add those emails in the
CC list sent by requester automatically to CC Type in ticket's people field so
when we reply from RT the message will CC those email addresses CC by requester?
-How to reply RT ticket as
convinience as MS Outlook? The current version just give us some sort of plain
text email response environment.
-How to setup a web base chat, VoIP
or other communication tool and that put chat log into RT ticket directly?
-Is there any document that can
help us migrate our RT to RT 4 in a timely manner?
This is sample version of our
RT_SiteConfig.pm:
+
# dynamically find out the current
timezone
my $zone = "UTC";
$zone=`/bin/cat /etc/timezone`
if -f "/etc/timezone";
chomp $zone;
Set($Timezone, $zone);
# end
/etc/request-tracker3.8/RT_SiteConfig.d/40-timezone
# start
/etc/request-tracker3.8/RT_SiteConfig.d/50-debconf
# THE BASICS:
Set($rtname, 'SR');
Set($Organization, 'mydomain.com');
Set($CorrespondAddress ,
'supp...@mydomain.com');
Set($CommentAddress ,
'supp...@mydomain.com');
Set($OverrideOutgoingMailFrom, {
'General'
=> 'supp...@mydomain.com',
});
Set($MaxAttachmentSize, 1000);
Set($FriendlyFromLineFormat,
"support");
# This will disable rich text ->
Set($MessageBoxRichText, 0);
Set(@Plugins, qw(RT::FM
RT::Extension::SLA));
Set($LogToFile, 'debug');
#Set amk logo
#Set($WebBaseURL,
"http://www.mydomain.com/images/Logowithslogan.png";);
#Set Business Hours
Set( %ServiceBusinessHours,
'work'
=> {
0
=> {Name => 'Sunday',Start =>undef, End =>undef },
1
=> {Name => 'Monday',Start => '07:30', End => '17:30' },
2
=> {Name => 'Tuesday',Start => '7:30', End => '17:30' },
3
=> {Name => 'Wednesday',Start => '7:30', End => '17:30' },
4
=> {Name => 'Thursday',Start => '7:30', End => '17:30' },
5
=> {Name => 'Friday',Start => '7:30', End => '17:30' },
6
=> {Name => 'Saturday',Start =>undef, End =>undef },
#holidays => [qw(12-06)],
'holidays'
=> [qw(2011-01-01 2011-01-02 2011-01-03 2011-01-07 2011-02-18 2011-03-8
2011-04-14 2011-04-15 2011-04-16 2011-04-17 2011-04-18 2011-05-01 2011-05-02
2011-05-13 2011-05-14 2011-05-15 2011-05-16 2011-05-17 2011-05-21 2011-05-22
2011-05-23 2011-06-1 2011-06-18 2011-06-18 2011-06-19 2011-06-20 2011-09-24
2011-09-25 2011-09-26 2011-09-27 2011-09-28 2011-10-29 2011-10-30 2011-10-31
2011-11-09 2011-11-10 2011-11-11 2011-12-10 2011-12-11 2011-12-12)],
},
);
#RT::Extension::SLA Config
Set( %ServiceAgreements,
Default => 'sev4',
QueueDefault => {
'General' => 'sev4',
},
Levels => {
'sev1' => {
StartImmediately
=> 1,
Response
=> { RealMinutes => 60*0.5 },
Resolve
=> { RealMinutes => 60*4 } },
'sev2' => {
StartImmediately
=> 1,
Response
=> { RealMinutes => 60*0.5 },
Resolve
=> { RealMinutes => 60*12 } },
'sev3' => {
BusinessHours
=> 'work',
OutOfHours
=> { Resolve => { RealMinutes => +60*28 } },
Response
=> { BusinessMinutes => 60*4 },
Resolve
=> { BusinessMinutes => 60*28 } },
'sev4' => {
BusinessHours
=> 'work',
OutOfHours
=> { Resolve => { RealMinutes => +60*52 } },
Response
=> { BusinessMinutes => 60*8 },
Resolve
=> { BusinessMinutes => 60*52 } },
},
);
# THE WEBSERVER:
Set($WebPath , "/rt");
Set($WebBaseURL ,
"http://support.mydomain.com";);
# map from dbconfig-common database
types to their names as known by RT
my %typemap = (
mysql => 'mysql',
pgsql => 'Pg',
sqlite3 => 'SQLite',
);
Set($DatabaseType, $typemap{mysql}
|| "UNKNOWN");
Set($DatabaseHost, 'localhost');
Set($DatabasePort, '');
Set($DatabaseUser , '
Re: [rt-users] Search for tickets of my group
On Wed, Sep 21, 2011 at 02:55:28PM +0200, Michael Polenske wrote: >a second question - I want to create to search to find all tickets of my > group - something >like "cc.id == _groupofcurrentuser__" You can be in multiple groups, which one should it choose? >And - side effect - if I create a search with "cc.id =" and search for the > id of the group I >cannot get any result - okay or not okay ? Cc is for ticket Ccs, QueueCc is for Queue Ccs. You probably want QueueCc -kevin pgpk59aWj5ij0.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
[rt-users] OT: Tagging queries and the query cache
- Original Message - > From: "Kevin Falcone" > This destroys mysql's query cache, which is a very nice performance > win. On some reflection, I have a question: which part of my suggestion destroys the utility of the cache? That there's another clause in the query? Or that it involves "Today's Date"? Cause the former would only seem to apply between uses of the same exact query in different places in the code... and the latter could be solved by simply making the tagged-on clause be 'Tag-string' = 'Tag-string', I *think*. But I am only an egg in these things... Cheers, -- jra -- Jay R. Ashworth Baylink j...@baylink.com Designer The Things I Think RFC 2100 Ashworth & Associates http://baylink.pitas.com 2000 Land Rover DII St Petersburg FL USA http://photo.imageinc.us +1 727 647 1274 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] Add requestor group as cc
On Wed, Sep 21, 2011 at 10:46:33AM +0200, Michael Polenske wrote:
> system creates a ticket for the user (if user in on the phone and has no
> internet access) - in that case the groups of the admin will be added to
> cc. I guess the problem is that in the scrip "creator" is used to find
> out the membership of the groups and not "requestor":
>
>
>
> my $groups = RT::Groups->new($RT::SystemUser);
>
> $groups->LimitToUserDefinedGroups();
>
>
>
> while (my $group = $groups->Next()) {
>
> next unless $group->Name =~ /^TEAM_/;
>
> if($group->HasMemberRecursively($ticket->Creator)){
>
> $ticket->AddWatcher(Type=>"Cc",PrincipalId=>$group->Id);
>
>
>
>
>
> So best solution for me would be to exchange
>
> "HasMemberRecursively($ticket->Creator"
>
> With
>
> "HasMemberRecursively($ticket->Requestor"
>
> But this does not work. Any hint ?
There is no Requestor method on a Ticket
There can also be multiple Requestors but only one Creator.
I suggest you start by looking at the docs in Group for
HasMemberRecursively, which will tell you that it expects a Principal.
Then you'll need to change the code to either get the first
requestor's Principal object or loop and handle multiple Requestors
passing each one's Principal object down into HasMemberRecursively
-kevin
pgpbeg4aG7ha1.pgp
Description: PGP signature
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 & 27, 2011
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Melbourne VIC, Australia November 28 & 29, 2011
* Barcelona, Spain November 28 & 29, 2011
[rt-users] Search for tickets of my group
Hi all, a second question - I want to create to search to find all tickets of my group - something like "cc.id == _groupofcurrentuser__" Any idea ? And - side effect - if I create a search with "cc.id =" and search for the id of the group I cannot get any result - okay or not okay ? Best regards, Michael RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
[rt-users] Add requestor group as cc
Dear all,
we use the scrip "AddSquelchedCC" to add groups members of the creating
user as cc. Works like harm, except for the fact, that if admin of the
system creates a ticket for the user (if user in on the phone and has no
internet access) - in that case the groups of the admin will be added to
cc. I guess the problem is that in the scrip "creator" is used to find
out the membership of the groups and not "requestor":
my $groups = RT::Groups->new($RT::SystemUser);
$groups->LimitToUserDefinedGroups();
while (my $group = $groups->Next()) {
next unless $group->Name =~ /^TEAM_/;
if($group->HasMemberRecursively($ticket->Creator)){
$ticket->AddWatcher(Type=>"Cc",PrincipalId=>$group->Id);
So best solution for me would be to exchange
"HasMemberRecursively($ticket->Creator"
With
"HasMemberRecursively($ticket->Requestor"
But this does not work. Any hint ?
Best regards,
Michael
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 & 27, 2011
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Melbourne VIC, Australia November 28 & 29, 2011
* Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] Request Tracker Email Issues - Please Help
Run the following command: perl -MMIME::Head\ Send output. On Wed, Sep 21, 2011 at 1:48 AM, Daniella Orton wrote: > To whom it may concern, > > > > I are currently using Request Tracker 3.8.8 set up on a Linux server. Upon > commenting(replying), and creating tickets in Request Tracker, it fails to > send out any emails and I was wondering if you’d be able to provide some > assistance with this issue. > > > > Looking at the log, I receive the following error: > > > > [Tue Sep 20 17:52:33 2011] [info]: > #21/429 - Scrip 6 On > Correspond Notify Owner, Requestors, Ccs and AdminCcs > (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:300) > > [Tue Sep 20 17:52:33 2011] [error]: Scrip Commit 6 died. - Can't locate > object method "set" via package "MIME::Head" at > /opt/rt3/bin/../lib/RT/Interface/Email.pm line 392, line 15. > > > > I’ve never seen this before, but if you have any insight please let me know, > and I can provide you more information if need be. > > > > Thank you in advance for your assistance. > > Daniella Orton > > 973-610-2679 > > > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA — September 26 & 27, 2011 > * San Francisco, CA, USA — October 18 & 19, 2011 > * Washington DC, USA — October 31 & November 1, 2011 > * Melbourne VIC, Australia — November 28 & 29, 2011 > * Barcelona, Spain — November 28 & 29, 2011 > -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
[rt-users] Problem with cf field scrip
Hello everybody
Were searching for a Solution to add a String from a cf field to the Subject
one if we create a ticket or make some transaction with it ...
so we've written some scrip code but sth does'nt work .
here is the scrip:
Preperation:
unless ( $self->TransactionObj->Type eq "CustomField"
&& $self->TransactionObj->Field == 7 )
|| $self->TransactionObj->Type eq "Create")
{return 0; }
Action:
my ($old_subj, $cust); $old_subj = $self->TicketObj->Subject; $cust =
$self->TicketObj->NewCustomFieldValue('test');
$self->TicketObj->SetSubject($cust.' ## '.$old_subj);
return 1;
If we only create the Ticket everything is fine and he assigns the string to
the subject correctly , but if we tried to modify the CustomFiled from the
Ticket which we created
he changes the String to the new Value in the Subject Field and goes back
to the old value in one step.
So i think during a transaction he hold's the old value for the custom
field in mind, and don't pay any attention if we change the value ...
But i don't know exactly in which way this happened so it's only a
presumption
best regards john s.
--
View this message in context:
http://old.nabble.com/Problem-with-cf-field-scrip-tp32503721p32503721.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 & 27, 2011
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Melbourne VIC, Australia November 28 & 29, 2011
* Barcelona, Spain November 28 & 29, 2011
