Re: [rt-users] mysql to oracle migration

[Pedro Albuquerque]

Hi,

I will post the PL/SQL code to the wiki.

Cheers,
Pedro.

On 04/05/2012 17:33, Scott wrote:
You're welcome, glad it went smooth.  Best advice is not to use the 
migration tool in SQLDeveloper, we
burnt a lot of time trying to get that to work.  We should add the 
sequence update to the code

and post it to the wiki.

Re: [rt-users] ExtractCustomFieldValues, insert fixed value when match

[Stefan Stefanov]

Thank you!

I made this way:

Scrip:
Condition: On Create
Action: User Defined
Template: GlobalTemplate: Blank
Stage: TransactionCreate

Custom action preparation code: 

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
my $cf_obj = RT::CustomField->new($RT::SystemUser);
my $cf_value;

# set some other default values
$cf_obj->LoadByName(Name=>"CF1");
$cf_value="mail";
$ticket->AddCustomFieldValue(Field=>$cf_obj, Value=>$cf_value,
RecordTransaction=>0);

$cf_obj->LoadByName(Name=>"CF2");
$cf_value="Outstanding";
$ticket->AddCustomFieldValue(Field=>$cf_obj, Value=>$cf_value,
RecordTransaction=>0);

# set value by requestor address
my $ticketRequestor = lc($ticket->RequestorAddresses);
$ticketRequestor =~ /(^.+)@([^\.].*\.[a-z]{2,}$)/;

#if ( $1 =~ /^username$/m ) {
#$self->TicketObj->AddCustomFieldValue( Field => 'Region', Value => 'ONE' );
#}

if ( $2 =~ /^domain1.local$/m ) {
$self->TicketObj->AddCustomFieldValue( Field => 'DOMAIN', Value => 'Domain1' );
}

return 1;

Next ExtractCustomFieldValues extension is started and custom field
values are set according incoming mail.

But my question was:

Is it possible to do same thing as last one using _only_ template for
ExtractCustomFieldValues extension?
(for example some regex returning value  'Domain1' if incoming mail
From: field is .*@domain1.local)

Thanks again to all for help!
-- 
Stefan Stefanov

[rt-users] Rich Text Formatting in Articles Rt 4.0.2

[Alex Rhys-Hurn]

Hello,When I create and reply to tickets in RT I have a small Icon I can click that gives me a nice menu bar that allows me to format text in the tickets nicely.can anyone tell me how to get the same feature in the articles feature?I find that my users are complaining, because they cant remember to do '''bold ''' wikitext formatting and they say they would prefer the menu bar.Any help appreciated, and thanks in advance,Alex-- Alex Rhys-Hurn  |  ITworX LimitedP.O. Box 1649, 00502, Karen, KenyaTel: +254 (0) 20 2444824 | Cell: +254 (0) 724 972541Web: www.itworx.co.ke

[rt-users] RT and S/MIME

[Marco Thorbruegge]

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Hello,

is anyone out there successfully uses RT together with S/MIME?

I'm aware of RT::Crypt::SMIME, is anybody using that, or found another
solution? (we're using RT 4.0.5 and the current version of RTIR).

Thanks for any hint!

Cheers,
Marco
-BEGIN PGP SIGNATURE-
Version: GnuPG v1.4.11 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

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=3rK9
-END PGP SIGNATURE-

[rt-users] Query to usein dashboard for timeworked

[Alex Rhys-Hurn]

Hello,I am really struggling with the query builder.I would like to build a query that is as follows:Works for a specific queue i.i. Queue = 'queuename'Applies to all activity in the queue since the 1st of the CURRENT calendar monthOutputs the total timeworked for the queue in that period.So, I should get output that says something like queue = queuenametimeworked (for all tickets, totalled) since 1st of current month = xx minutesI will then make a saved search and use a dashboard notification to send that around.Is what i am asking even possible?Many thanks, Alex-- Alex Rhys-Hurn  |  ITworX LimitedP.O. Box 1649, 00502, Karen, KenyaTel: +254 (0) 20 2444824 | Cell: +254 (0) 724 972541Web: www.itworx.co.ke

Re: [rt-users] Query to usein dashboard for timeworked

[Ruslan Zakirov]

On Tue, May 8, 2012 at 5:00 PM, Alex Rhys-Hurn  wrote:

> Hello,
>
> I am really struggling with the query builder.
>
> I would like to build a query that is as follows:
>
>1. Works for a specific queue i.i. Queue = 'queuename'
>2. Applies to all activity in the queue since the 1st of the CURRENT
>calendar month
>3. Outputs the total timeworked for the queue in that period.
>
> So, I should get output that says something like
>
>
> queue = queuename
>
> timeworked (for all tickets, totalled) since 1st of current month = xx
> minutes
>
>
> I will then make a saved search and use a dashboard notification to send
> that around.
>
>
> Is what i am asking even possible?
>
Now it's only possible with custom code. There is a branch in the
repository that makes implementation much easier, but still need some minor
tweaks.

Many thanks,
>
> Alex
>
> --
> *Alex Rhys-Hur*n  |  ITworX Limited
> P.O. Box 1649, 00502, Karen, Kenya
> Tel: +254 (0) 20 2444824 | Cell: +254 (0) 724 972541
> Web: www.itworx.co.ke
>
> **
>



-- 
Best regards, Ruslan.
<>

[rt-users] Errors with exim Mail

[Jennifer Koermer]

We have a scrip that we have custom configured on a queue that creates AdminCC 
and CC.  We've disabled the global scrip for the queue using the following 
custom code (including this code because someone else might find it a very 
helpful way to disable global scrips on a queue by queue basis):
my @exceptionQueue = ('___Approvals');
my $transactionType = $self->TransactionObj->Type;
my $queue = $self->TicketObj->QueueObj->Name;
if ($transactionType eq 'Create') {
  return if grep { $queue eq ($_) } @exceptionQueue;
  return 1;
}
return;

This all appears to be working great, but sometimes we receive the following 
error:
[Tue May  8 12:24:41 2012] [crit]: 
:  Could not send mail 
with command `/usr/sbin/exim -oi -t`: program unexpectedly closed pipe at 
/usr/lib/rt/RT/Interface/Email.pm line 408,  line 33.

I've done some testing, and I have created the same exact ticket in RT multiple 
times that should send out the same exact notifications.  Sometimes the 
notifications are sent and sometimes I get the error above.  Anyone have any 
ideas as to why this might work sometimes but not others?

We are using:
RT 3.8.4

The process that I am seeing this issue in is a little complex:

1) Create a Master Work Ticket in a request queue.

2) On creation, custom fields are checked and up to 5 different approval 
tickets are created based on the supplied information.  AdminCC and CC are sent 
out (using scrips & templates in the ___Approval queue) on creation of the 
approval ticket.

I'm working on implementing a number of changes on my production box.  All of 
my testing is currently on my dev box.  I'm not actually sending/receiving any 
emails at this point in time, only looking in the ticket history to see if the 
correct email was generated.  I'm not seeing the same issues on my production 
box.  Any ideas?

-Jennifer
[Tue May  8 12:24:41 2012] [debug]: Committing scrip #149 on txn #718706 of 
ticket #135333 (/usr/lib/rt/RT/Scrips_Overlay.pm:190)
[Tue May  8 12:24:41 2012] [debug]: Calling SetRecipientDigests for transaction 
RT::Transaction=HASH(0x2afbdd30fec0), id 718706 
(/usr/lib/rt/RT/Action/SendEmail.pm:635)
[Tue May  8 12:24:41 2012] [debug]: Working on mailfield Cc; recipients are 
em...@domain.com,em...@domain.com (/usr/lib/rt/RT/Action/SendEmail.pm:651)
[Tue May  8 12:24:41 2012] [debug]: Subject: [domain.com #135333] Travel 
Approval for Test TestEU3 (Parent #135329)
From: "The RT System itself" 
Reply-To: r...@rt.domain.com
In-Reply-To:
References: 
Message-ID: 
Precedence: bulk
X-RT-Loop-Prevention: domain.com
RT-Ticket: domain.com #135333
Managed-by: RT 3.8.4 (http://www.bestpractical.com/rt/)
Cc: em...@domain.com, em...@domain.com
To: "Cc of domain.com Ticket #135333"
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8 (/usr/lib/rt/RT/Action/SendEmail.pm:658)
[Tue May  8 12:24:41 2012] [debug]: Got user mail preference 'Individual 
messages' for user em...@domain.com (/usr/lib/rt/RT/Action/SendEmail.pm:672)
[Tue May  8 12:24:41 2012] [debug]: Got user mail preference 'Individual 
messages' for user em...@domain.com (/usr/lib/rt/RT/Action/SendEmail.pm:672)
[Tue May  8 12:24:41 2012] [debug]: Removing deferred recipients from Cc: line 
(/usr/lib/rt/RT/Action/SendEmail.pm:681)
[Tue May  8 12:24:41 2012] [debug]: Setting deferred recipients for attribute 
creation (/usr/lib/rt/RT/Action/SendEmail.pm:690)
[Tue May  8 12:24:41 2012] [debug]: Working on mailfield Bcc; recipients are  
(/usr/lib/rt/RT/Action/SendEmail.pm:651)
[Tue May  8 12:24:41 2012] [debug]: Subject: [domain.com #135333] Travel 
Approval for Test TestEU3 (Parent #135329)
From: "The RT System itself" 
Reply-To: r...@rt.domain.com
In-Reply-To:
References: 
Message-ID: 
Precedence: bulk
X-RT-Loop-Prevention: domain.com
RT-Ticket: domain.com #135333
Managed-by: RT 3.8.4 (http://www.bestpractical.com/rt/)
Cc: em...@domain.com, em...@domain.com
To: "Cc of domain.com Ticket #135333"
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8 (/usr/lib/rt/RT/Action/SendEmail.pm:658)
[Tue May  8 12:24:41 2012] [debug]: Removing deferred recipients from Bcc: line 
(/usr/lib/rt/RT/Action/SendEmail.pm:681)
[Tue May  8 12:24:41 2012] [debug]: Setting deferred recipients for attribute 
creation (/usr/lib/rt/RT/Action/SendEmail.pm:690)
[Tue May  8 12:24:41 2012] [debug]: No recipients found for deferred delivery 
on transaction #718706 (/usr/lib/rt/RT/Action/SendEmail.pm:703)
[Tue May  8 12:24:41 2012] [info]: 
 #135333/718706 - Scrip 
149 On Create Notify CC's (/usr/lib/rt/RT/Action/SendEmail.pm:302)
[Tue May  8 12:24:41 2012] [crit]: 
: Could not send mail 
with command `/usr/sbin/exim -oi -t`: program unexpectedly closed pipe at 
/usr/lib/rt/RT/Interface/Email.pm line 408,  line 33.

Stack:
  [/usr/lib/rt/RT/Interface/Email.pm:408]
  [/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/IO/Handle.pm:403]
  [/us

Re: [rt-users] Errors with exim Mail

[Ruslan Zakirov]

Hi,

It's hard to tell what's wrong. Basicly what happens is that exim
closed input stream while RT still was printing mail to the stream.
Probably exim printed something about the problem to STDERR or STDOUT.
If it's STDERR then there is good chance it ended in apache's log. If
STDOUT then it's somewhere in wild. You have more chances to find
reason in exim's logs. Increasing logging in exim is good way to
start. You just have to match entries in one log to other log.

If it's not helpful then the only way is to use IPC::Run3 or similar
module in lib/RT/Interface/Email.pm where exim is executed. In this
case it's possible to catch STDERR and STDOUT and put them into RT
logs. We may even accept good patch that does this.

On Tue, May 8, 2012 at 5:35 PM, Jennifer Koermer  wrote:
> We have a scrip that we have custom configured on a queue that creates
> AdminCC and CC.  We’ve disabled the global scrip for the queue using the
> following custom code (including this code because someone else might find
> it a very helpful way to disable global scrips on a queue by queue basis):
>
> my @exceptionQueue = ('___Approvals');
>
> my $transactionType = $self->TransactionObj->Type;
>
> my $queue = $self->TicketObj->QueueObj->Name;
>
> if ($transactionType eq 'Create') {
>
>   return if grep { $queue eq ($_) } @exceptionQueue;
>
>   return 1;
>
> }
>
> return;
>
>
>
> This all appears to be working great, but sometimes we receive the following
> error:
>
> [Tue May  8 12:24:41 2012] [crit]:
> :  Could not send
> mail with command `/usr/sbin/exim -oi -t`: program unexpectedly closed pipe
> at /usr/lib/rt/RT/Interface/Email.pm line 408,  line 33.
>
>
>
> I’ve done some testing, and I have created the same exact ticket in RT
> multiple times that should send out the same exact notifications.  Sometimes
> the notifications are sent and sometimes I get the error above.  Anyone have
> any ideas as to why this might work sometimes but not others?
>
>
>
> We are using:
>
> RT 3.8.4
>
>
>
> The process that I am seeing this issue in is a little complex:
>
> 1) Create a Master Work Ticket in a request queue.
>
> 2) On creation, custom fields are checked and up to 5 different approval
> tickets are created based on the supplied information.  AdminCC and CC are
> sent out (using scrips & templates in the ___Approval queue) on creation of
> the approval ticket.
>
>
>
> I’m working on implementing a number of changes on my production box.  All
> of my testing is currently on my dev box.  I’m not actually
> sending/receiving any emails at this point in time, only looking in the
> ticket history to see if the correct email was generated.  I’m not seeing
> the same issues on my production box.  Any ideas?
>
>
>
> -Jennifer



-- 
Best regards, Ruslan.

Re: [rt-users] RT and S/MIME

[Kevin Falcone]

On Tue, May 08, 2012 at 11:18:55AM +0200, Marco Thorbruegge wrote:
> 
> is anyone out there successfully uses RT together with S/MIME?
> 
> I'm aware of RT::Crypt::SMIME, is anybody using that, or found another
> solution? (we're using RT 4.0.5 and the current version of RTIR).

There's a 4.2 branch for smime support (4.2/smime-v2) which we're
currently testing a 4.0 extension of.  I'm hopeful the 4.0 version
will see a public release at some point before becoming a core feature
in 4.2

-kevin


pgpL9FlEX8C2a.pgp
Description: PGP signature

Re: [rt-users] RT and S/MIME

[Marco Thorbruegge]

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Thanks for the info, looking forward to it.

Will S/MIME coexist with PGP, or is it an either/or?

Cheers,
Marco


On 08/05/12 16:52, Kevin Falcone wrote:
> On Tue, May 08, 2012 at 11:18:55AM +0200, Marco Thorbruegge wrote:
>> 
>> is anyone out there successfully uses RT together with S/MIME?
>> 
>> I'm aware of RT::Crypt::SMIME, is anybody using that, or found
>> another solution? (we're using RT 4.0.5 and the current version
>> of RTIR).
> 
> There's a 4.2 branch for smime support (4.2/smime-v2) which we're 
> currently testing a 4.0 extension of.  I'm hopeful the 4.0 version 
> will see a public release at some point before becoming a core
> feature in 4.2
> 
> -kevin
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Re: [rt-users] RT and S/MIME

[Ruslan Zakirov]

On Tue, May 8, 2012 at 1:18 PM, Marco Thorbruegge
 wrote:
> is anyone out there successfully uses RT together with S/MIME?
>
> I'm aware of RT::Crypt::SMIME, is anybody using that, or found another
> solution? (we're using RT 4.0.5 and the current version of RTIR).

RT::Crypt::SMIME is old and works with 3.6 and may be 3.8, but never
was tested with 4.0.x. I know that customer we wrote it for uses it in
production. There is another implementation in our repository that
brings SMIME support close to level of GPG support.

>
> Thanks for any hint!



-- 
Best regards, Ruslan.

Re: [rt-users] Include web service result in a page without using custom fields

[Ruslan Zakirov]

On Tue, May 8, 2012 at 10:13 AM, Mario  wrote:
> Ruslan Zakirov  bestpractical.com> writes:
>
>>
>> Two ways:
>>
>> 1) Javascript on Ticket's page gets the data and puts it all on the page.
>>
>> 2) RT server gets the data and puts it into RT's page(s).
>>
>>
> Thanks for reply!
>
> I forgot a thing: do I have to modify RT source code? I am searching a 
> solution
> where I do not have to modify it.

You don't modify code directly, but use callbacks that are designed
for injections
of custom things into UI. You can not do what you want without some
code. Callbacks
allow you to keep RT core code and your custom code isolated and avoid
upgrade hazard.

> Mario
>



-- 
Best regards, Ruslan.

[rt-users] Can not open ticket with attachment on 4.0.5

[Juanjo]

Hi people.

I finished migrate my old RT to new 4.0.5.
I see that i can´t open a ticket if this ticket have an attachment. But, i
can attach a file to an existente ticket.

Could you help me?

Thanks.
Kindest regards.

-- 
Un saludo.
Juanjo Corral

Re: [rt-users] RT and S/MIME

[Ruslan Zakirov]

On Tue, May 8, 2012 at 6:56 PM, Marco Thorbruegge
 wrote:
> -BEGIN PGP SIGNED MESSAGE-
> Hash: SHA1
>
> Thanks for the info, looking forward to it.
>
> Will S/MIME coexist with PGP, or is it an either/or?

Currently either for inbound and pick one for outbound. No code to
pick protocol for outgoing emails depending on what we have in
keyrings.

> Cheers,
> Marco

-- 
Best regards, Ruslan.

Re: [rt-users] RT-4.0.5 : Can't do Simple Search on Articles

[senior.unix]

Hi Kevin,

When I login to RT 3.8.8 I find myself at the "RT at a glance". From here I 
click on 'RTFM' to the left and I have a Search area and a button that allows 
me to do a Simple Search on all my RTFM articles. Maybe on RT 4.0.5 it has 
changed but for the life of I cannot find it.

Thanks,
Scott


On May 7, 2012, at 5:46 PM, Kevin Falcone wrote:

> On Mon, May 07, 2012 at 09:35:34AM -0700, UnixMan wrote:
>> 
>> In RT-3.8.8 we could do simple search on the RTFM articles, but, in RT-4.0.5
>> we cannot. 
> 
> It should still exist, you're going to need to tell us more about what
> pages it appeared on in 3.8 that it doesn't appear on in 4.0
> 
>> Also I noticed the test RT-4.0.5 instance on Best Practical's website that
>> RTFM is included in the "Home" Pulldown but ours is not.
> 
> That's a dashboard, click on it, it'll take you to a list of tickets
> about RTFM (You'll note the URL
> http://issues.bestpractical.com/Dashboards/5715/RTFM)
> 
> -kevin

[rt-users] Fwd: Queue-specific message box contents

[Ram]

Anyone?
thanks


-- Forwarded message --
From: Ram 
Date: Mon, Apr 30, 2012 at 12:29 PM
Subject: [rt-users] Queue-specific message box contents
To: rt-users 


Hey folks,
I found this delightful post suggesting a trivial solution to fill a
need I have - pre-filling text areas for comment/reply messages on a
queue by queue basis. After following the instructions the template
was used to pre-populate the text area exactly as described however
any changes made to that text were discarded when the comment was
posted leaving me with the contents of the template as the contents of
the comment.

Any ideas?
thanks
ram


On Wed, Feb 09, 2011 at 08:50:35AM -0500, Brian P. Bilbrey wrote:
> My goal: I've got a change management queue. When I create a new ticket in the
> web interface for this queue, I want the MessageBox (comment) field
> pre-populated with text headers like these:

[snip]

> Does anyone have any guidance for me?

We do exactly this, using a callback which I've attached to this message.

You should install it in your local mason root as

Callbacks/DefaultCreateContent/Ticket/Create.html/Default

This is based on


but rather simpler. Once you've installed the callback, any queues which
has a template called DefaultCreateTemplate will have the content appear
in the create ticket form.

Hopefully you can get what you want either from this, or from other
ideas on the wiki.

Cheers,
Dominic.

--
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford
-- next part --
%#
%# During ticket create, if a per-queue template named "DefaultCreateTemplate"
%# exists, the message box will be pre-filled with it.
%#
%# Dominic Hargreaves 2009, based on ideas from
%# http://wiki.bestpractical.com/view/CannedReplies
%#
<%init>
my $template_name = 'DefaultCreateTemplate';
my $template = RT::Template->new( $session{'CurrentUser'} );
$template->LoadByCol( "Name" => $template_name, "Queue" => $QueueObj->id );
if ( $template->id ) {
   $template->Parse;
   $$ARGSRef{'Content'} = $template->MIMEObj->stringify;
}

Re: [rt-users] Can not open ticket with attachment on 4.0.5

[Ruslan Zakirov]

On Tue, May 8, 2012 at 7:21 PM, Juanjo  wrote:
> I finished migrate my old RT to new 4.0.5.

>From which version on what DB?

-- 
Best regards, Ruslan.

[rt-users] --no-verify-ssl option

[David T. Grayston]

Hi all,

I'm trying to get rt-mailgate working with https which seems kind of difficult 
around verifying the certificate.

I was hoping to use this option "--no-verify-ssl" to successfully test "--url 
https://myrt.server.edu/rt/"; but I'm getting in my fetchmail log "Unknown 
option: no-verify-ssl".

Running RT 4.0.4 on Ubuntu.

Thanks, David
--

Re: [rt-users] --no-verify-ssl option

[Kevin Falcone]

On Wed, May 09, 2012 at 01:45:10AM +, David T. Grayston wrote:
>I'm trying to get rt-mailgate working with https which seems kind of 
> difficult around
>verifying the certificate.
> 
>I was hoping to use this option "--no-verify-ssl" to successfully test 
> "--url
>https://myrt.server.edu/rt/"; but I'm getting in my fetchmail log "Unknown 
> option:
>no-verify-ssl".
> 
>Running RT 4.0.4 on Ubuntu.

That option wasn't introduced until 4.0.5, which is why
./bin/rt-mailgate --help wouldn't list it on your install.

-kevin


pgp20G5hb6gDs.pgp
Description: PGP signature