Re: [rt-users] attachment filename corrupted

[Christian Loos]

Am 27.06.2012 22:53, schrieb Ruslan Zakirov:
> Hi,
> 
> Should work in 4.0.6.
> 

But for me it don't work in 3.8.13.
I send an message to the devel list on 2012-06-22 but didn't any reply
until now.

Chris

Re: [rt-users] notify requester - ticket taken

[Kenneth Crocker]

Tim,

That would be a real easy one to develop. Yes, you can create a new
template that could be global or for a Queue that would relate the
pertanent info and that template would be the one you refer to in your new
notification scrip.

You will want to name it appropriately (Notify Requestor on assignment),
the condition would be "On Owner change" and the action would be "Notify
Requestor" and then you name the template as your new template.

Hope this helps.

Kenn

On Thu, Jun 28, 2012 at 5:22 PM, Tim Dunphy  wrote:

> hello,
>
> We have an rt4 server that's been working quite well for about a year
> in our organization. However I have just been asked to find out how to
> get RT to send email notifications to requestors when RT assigns a
> ticket to someone. I'm thinking that there might be a template I can
> edit that would do this. Does anyone have a suggestion on how best to
> accomplish this? Apologies if this is a rather basic question.
>
> Thanks
> Tim
> --
> GPG me!!
>
> gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B
>

[rt-users] notify requester - ticket taken

[Tim Dunphy]

hello,

We have an rt4 server that's been working quite well for about a year
in our organization. However I have just been asked to find out how to
get RT to send email notifications to requestors when RT assigns a
ticket to someone. I'm thinking that there might be a template I can
edit that would do this. Does anyone have a suggestion on how best to
accomplish this? Apologies if this is a rather basic question.

Thanks
Tim
-- 
GPG me!!

gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B

Re: [rt-users] ticket's getheader method

[Ruslan Zakirov]

On Thu, Jun 28, 2012 at 9:10 AM, Alexander Sagratyan  wrote:
> Thanks for a help.
>
> I also used Transactions property. But instead of while loop used Next
> method. Although I\ve expected to see First-lie method. Nevertheless
> everything works.

there was a typo. It sure should be my $txn = $txns->Next


>
>
> Thu, 28 Jun 2012 00:21:20 +0300 от Ruslan Zakirov :
>
> hi,
>
> my $txns = $Ticket->Transactions;
> while ( my $txn = $txns ) {
>    
> }
>
> On Wed, Jun 27, 2012 at 1:37 AM, Alexander Sagratyan 
> wrote:
>> Hello. I have some questions abot GetHeader method. Any help is
>> appreciated.
>>
>>  I have a scrip which retrieves Date header  from ticket :
>>
>> my $Transaction = $self->TransactionObj;
>> my $date_header = $Transaction->Attachments->First->GetHeader('Date');
>>
>> This extraction works perfactly.  Further in the same scrip I have:
>>
>> my $ticket = $search->Next     # ticket object is retrieved from queue
>>
>> The question is how to get the same Date header from ticket object? Does
>> the
>>  Transaction/Attachment exist for already created ticket in queue ? Will
>> Transactions field be useful in this case?
>
>
>
> --
> Best regards, Ruslan.
>
>



-- 
Best regards, Ruslan.

Re: [rt-users] updating ticket's created field

[Ruslan Zakirov]

On Thu, Jun 28, 2012 at 9:07 AM, Alexander Sagratyan  wrote:
> Thanks Ruslan.
>
> Yes, date format and timezone is ISO UTC. As I've understood RT stores
> datetimes in ISO UTC internally and when displaying - converts
> correspondingly in local configured timezone.

Internally it stores Unix time. In DB it's ISO in UTC zone.


> Thu, 28 Jun 2012 00:19:41 +0300 от Ruslan Zakirov :
>
> Hi,
>
> RT::Date->ISO in UTC TZ.
>
> On Wed, Jun 27, 2012 at 1:11 AM, Alexander Sagratyan 
> wrote:
>> Some progressI was experimenting with __Set method.  So far it is able
>> to alter Created field. But cannot define what datetime format to feed
>> this
>> method.
>>
>>
>> Tue, 26 Jun 2012 17:34:53 -0400 от Kevin Riggle
>> :
>>
>> Excerpts from Alexander Sagratyan's message of Tue Jun 26 16:32:53 -0400
>> 2012:
>>> Hello.
>>>
>>> I am struggling with the following problem without a success: task is to
>>> update Created and Started fields of a ticket inside a custom scrip. I
>>> have
>>> found SetStarted method, but not SetCreated. Is it possible to update
>>> Created field manually inside a scrip?
>>
>> Created is set by the RT system when the ticket is created, and can't be
>> updated manually.
>>
>> - Kevin
>>
>>
>
>
>
> --
> Best regards, Ruslan.
>
>



-- 
Best regards, Ruslan.

Re: [rt-users] autoreply including article

[jesse west]

i will be as specific as possible

when a student generates a ticket for " Unexcused Early Release"

i have a scrip with this custom condition:

my $match = "Unexcused Early Release";
my $t_subject = $self->TicketObj->Subject;
if ( $t_subject !~ /$match/i ) {
return 1;
}
else {
return 0;
}


which runs the Send Email action

and uses this template:

To: $Ticket->RequestorAddresses
Subject: Unexcused Early Release {$Ticket->Subject}


Hi $Ticket->FirstCustomFieldValue('Student_Name')

Thank you for your student report.

Please be aware that this is considered an unexcused early release in
accordance with the student catalog. All time off requests must be made at
least 2 weeks in advance, and/or a student must supply a doctor’s note for
it to be considered excused.

Please remember any hours missed may result in over contract fees.

Each curriculum has required days and hours of attendance. Attendance
records are strictly maintained and determine compliance with satisfactory
progress for financial aid funding purposes. In order to receive financial
aid, you must maintain at least 80% overall attendance.

Kind Regards,
Student Services


i would like the body of the email to use the contents of the field
"Content" from Article #4 rather than the text above.


On Thu, Jun 28, 2012 at 9:34 AM, Kevin Falcone 
wrote:
>
> On Wed, Jun 27, 2012 at 03:15:31PM -0700, jesse west wrote:
> >i see, i thought he meant to copy and paste the article into the
template
> >what would that look like to use the API in a template?
> >i can't find any documentation on this...
>
> Are you looking for documentation about Articles?
> perldoc lib/RT/Article.pm perldoc lib/RT/Articles.pm
> Are you looking for documentation about templates, look at the
> templates.pod file shipped in your docs directory.
>
> I doubt documentation exists for the exact thing you're trying to do,
> so you'll need to be more specific about what you want to do.
>
> -kevin

[rt-users] getting mail bounce loops ... not sure where to look to fix

[Joe Landman]

Hi folks:

  We have RT 4.0.6 installed and working.  Web site is running under 
nginx and an fcgi process.  Mail server on a different (remote) machine, 
though we have postfix running/configured correctly on the web server 
machine running rt4.


  Sending mail from the rt4 machine works fine.  No bounces, no issues. 
 Mail gets where it is supposed to go.


  Sending mail from our mail server also works fine.

  The web interface works fine.

  Ticket updates and new tickets also "work fine".  But they spray 
bounces on the rt4 machine to the postmaster account.


  Looking at a pine output of the relevant mail account:


+ N   1 12:17  supp...@scalableinformatics.com   (3K) RT 
Bounce: [Ticket #745] RE: Node MPI / infiniband issues? 

+ 2 12:17  supp...@scalableinformatics.com   (6K) RT 
Bounce: RT Bounce: [Ticket #745] RE: Node MPI / infiniband issues? 

+ N   3 12:17  supp...@scalableinformatics.com   (8K) RT 
Bounce: RT Bounce: RT Bounce: [Ticket #745] RE: Node MPI / infiniband 
issues?
+ N   4 12:17  supp...@scalableinformatics.com  (10K) RT 
Bounce: RT Bounce: RT Bounce: RT Bounce: [Ticket #745] RE: Node MPI / 
infiniba
+ N   5 12:17  supp...@scalableinformatics.com  (12K) RT 
Bounce: RT Bounce: RT Bounce: RT Bounce: RT Bounce: [Ticket #745] RE: 
Node MPI


  If I respond to tickets by email, the outbound email gets to where it 
is supposed to (but I get these bounces).  If I respond by web, same thing.


  It appears to work, we just get lots of the progressive sets of 
sprayed bounces into the postmaster account.


  I am not sure where to look on this.  Any thoughts?


and it continues for a total of 440 messages.

--
Joseph Landman, Ph.D
Founder and CEO
Scalable Informatics Inc.
email: land...@scalableinformatics.com
web  : http://scalableinformatics.com
   http://scalableinformatics.com/sicluster
phone: +1 734 786 8423 x121
fax  : +1 866 888 3112
cell : +1 734 612 4615

Re: [rt-users] Queue specific email addresses - What is gained?

[Kevin Falcone]

On Thu, Jun 28, 2012 at 11:03:30AM -0500, Russell Jones wrote:
> Outside of allowing tickets to be opened directly into a queue, what
> is gained from using queue-specific addresses? I am unable to find a
> wiki page about it that really highlights that.
> 
> Replying directly to the default address seems to work fine as long
> as the ticket number is easily seen by RT in the subject.

Creating a ticket directly in a Queue is the primary advantage.  Also,
sometimes branding (users get a reply From a specific queue address).

As you note, for existing tickets, it doesn't matter what email
address you send to.

-kevin


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Re: [rt-users] extra safety on RT internal comments

[Kevin Falcone]

On Thu, Jun 28, 2012 at 11:08:24PM +0800, Thomas Lau wrote:
>We have something call [1]abc-inter...@clientdomain.com which use as 
> internal comments,
>sometime someone accidently send out email without -internal to cause 
> email directly send to
>client, is there have a way to confirm if the internal comment is being 
> filter and not send to
>client ?!

What would you filter on to know that the user used the wrong address?
If there's something easy to match on, your mail system could be
taught to redirect to the correct rt-mailgate command.

-kevin


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Re: [rt-users] scrip writing info

[Kevin Falcone]

On Thu, Jun 28, 2012 at 04:13:57PM +0200, Christian Loos wrote:
> is there any difference between the to scrips:

Since On Transaction is applicable to any transaction type and just
does a 'return 1', they should be quite similar.  The only win is that
in the former one, your Action will never be prepared/committed if the
condition fails, so it's one less Action for RT to iterate through.
In the latter, since On Transaction is always true, RT always has to
load and Prepare your action to see if it should run.  It depends how
heavy the action is.

-kevin

> scrip1
> Condition: User defined
> Action: User defined
> Custom condition: "my condition"
> Custom action preparation code:   return 1;
> Custom action cleanup code: "my action"
> 
> 
> scrip2
> Condition: On Transaction
> Action: User defined
> Custom action preparation code: "my condition"
> Custom action cleanup code: "my action"


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Re: [rt-users] DateTime (Not set) ?

[Kevin Falcone]

On Thu, Jun 28, 2012 at 02:59:10PM +0200, Jonathan Khattir wrote:
>Hi, I would like to know why it's wrote (Not set) near the DateTime Custom 
> field? I try to
>setting the date but there are no change. Thx
> 
>http://imageshack.us/photo/my-images/155/notset.png/

It's because the DateTime custom fields are aping the built in Date
Fields which use that syntax.  In 3.8 and earlier, the Not Set was
actually clickable to set dates.

After you set a date and save the update, Not Set will not display,
instead it will display the current value in that place (see the
attachment).

I expect in 4.2 this will change and the (Not Set) will vanish and the
dates will always be in the fields.

-kevin
<>

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Re: [rt-users] user batch add script failing

[Kevin Falcone]

On Wed, Jun 27, 2012 at 11:09:27PM -0400, Andy Harrison wrote:

The fact that you see errors like this:

> [Wed Jun 27 22:43:04 2012] [info]:
> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: 21
> JARVIS AVE, City: ROCHESTER, Comments: Autocreate from metrocast
> customer mysql db, Disabled: , EmailAddress: devnull...@metrocast.net,
> Gecos: 327830, HomePhone: 603999, Name: 8282828282100011,
> Password: placeholderpassword.16, Privileged: , RealName: METROCAST
> TEST ACCT HBO ONLY NoHSI, State: NH, WorkPhone: 00, Zip: 03868
> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:651)
> Trace begun at /opt/rt6/lib/RT.pm line 250

Means that your code below to clobber Plugins isn't working, in large
part because the Plugins have already been loaded during LoadConfig
and Init.

> use RT::Config;
> 
> RT::LoadConfig();
> 
> RT::Init();
> 
> # Make sure external auth is disabled and autocreate is enabled.
> #
> RT->Config->Set( ExternalInfoPriority   => [ ] );
> RT->Config->Set( Plugins=> ['RT::OnlineDocs'] );
> RT->Config->Set( AutoCreate => { Privileged => 0 } );
> RT->Config->Set( AutoCreateNonExternalUsers => 1 );

You may find it easier to cheat and run your script with
RT_SITE_CONFIG=/my/smaller/rt_site_config.pm myscrips.pl
and rt_site_config.pm doesn't declare any of your ExternalAuth
plugins.

Also, pelase note that AutoCreate only comes into play for users
created in the WebUI, so is irrelevant here.  Also,
AutoCreateNonExternalUsers is an RT-Authen-ExternalAuth config option
and is irrelevant if you're disabling RT-Authen-ExternalAuth.

If you don't want a second site config, you'll need to ensure that
your config changes happen before RT loads and parses plugins.

-kevin


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Re: [rt-users] autoreply including article

[Kevin Falcone]

On Wed, Jun 27, 2012 at 03:15:31PM -0700, jesse west wrote:
>i see, i thought he meant to copy and paste the article into the template
>what would that look like to use the API in a template?
>i can't find any documentation on this...

Are you looking for documentation about Articles?
perldoc lib/RT/Article.pm perldoc lib/RT/Articles.pm
Are you looking for documentation about templates, look at the
templates.pod file shipped in your docs directory.

I doubt documentation exists for the exact thing you're trying to do,
so you'll need to be more specific about what you want to do.

-kevin


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Re: [rt-users] Issue with Fetchmail

[20/20 Lab]

On 06/26/2012 11:19 AM, Borngunners wrote:
I made the correction to your suggestion and RT seems to be fetching 
tickets from helpd...@health.umd.edu, but I get this message after 
looking into the log:


root@helpdesks:/var/tmp/rt-4.0.5# tail .f /var/log/fetchmail.log
tail: cannot open `.f' for reading: No such file or directory
==> /var/log/fetchmail.log <==
sh: 1: /opt/rt4/bin/mailgate: not found
fetchmail: reading message helpd...@ticket.co.it@zimbra.ticket.co.it:2 
of 8 (7944 octets) (log message incomplete)

fetchmail: MDA returned nonzero status 127
fetchmail:  not flushed
sh: 1: /opt/rt4/bin/mailgate: not found
fetchmail: reading message helpd...@ticket.co.it@zimbra.ticket.co.it:3 
of 8 (85746 octets) (log message incomplete)

fetchmail: error writing message text
fetchmail: MDA error while fetching from 
helpd...@ticket.co.it@zimbra.ticket.co.it

fetchmail: Query status=6 (IOERR)
fetchmail: terminated with signal 15


Anyway that this message can be cleared.

Thanks



-Original Message-
From: 20/20 Lab 
To: Borngunners 
Cc: rt-users 
Sent: Tue, Jun 26, 2012 12:15 pm
Subject: Re: [rt-users] Issue with Fetchmail

--snip--
fetchmail: about to deliver with: /opt/rt4/bin/mailgate --queue 
general --action correspond --url http://helpdesks.ticket.co.it/
#*.***.***sh: 
1: /opt/rt4/bin/mailgate: not found

--snip--


Ok, your username is fixed and your authenticating correctly.  
However,   its /opt/rt4/bin/rt-mailgate, not /opt/rt4/bin/mailgate.  
Just change that in your fetchmailrc file and you should be good to go.


-Matt
Still looks like fetchmail is trying to route your messeges through 
/opt/rt4/bin/mailgate.  Somewhere in your fetchmailrc(s) you have 
/opt/rt4/bin/mailgate.  It needs to be /opt/rt4/bin/*rt-*mailgate.


altho, a not advisable, you could run 'sudo ln /opt/rt4/bin/rt-mailgate 
-s /opt/rt4/bin/mailgate'  It'll create a link that fetchmail can 
follow.  It wont fix the problem with your fetchmail, but it'll allow 
fetchmail to pipe your messages correctly.


-Matt

-Matt

[rt-users] Queue specific email addresses - What is gained?

[Russell Jones]

Outside of allowing tickets to be opened directly into a queue, what is 
gained from using queue-specific addresses? I am unable to find a wiki 
page about it that really highlights that.


Replying directly to the default address seems to work fine as long as 
the ticket number is easily seen by RT in the subject.



Thanks for the clarification!
Russell

[rt-users] extra safety on RT internal comments

[Thomas Lau]

Dear All,

We have something call 
abc-inter...@clientdomain.com which use 
as internal comments, sometime someone accidently send out email without 
-internal to cause email directly send to client, is there have a way to 
confirm if the internal comment is being filter and not send to client ?!

Thomas Lau
Senior Technology Analyst
Principle One Limited
27/F Kinwick Centre, 32 Hollywood Road, Central, Hong Kong
T  +852 3555 2217 F  +852 3555   M  +852 9880 1217
Hong Kong   .   Singapore   .   Tokyo

[rt-users] scrip writing info

[Christian Loos]

Hi ,

is there any difference between the to scrips:

scrip1
Condition: User defined
Action: User defined
Custom condition: "my condition"
Custom action preparation code: return 1;
Custom action cleanup code: "my action"


scrip2
Condition: On Transaction
Action: User defined
Custom action preparation code: "my condition"
Custom action cleanup code: "my action"


Both scrip's do the same but I want to know if they are may be handled 
internally different.


Thanks!

Chris

Christian Loos
Network Documentation & Fibre Management
_
NETCOLOGNE Gesellschaft für Telekommunikation mbH   
Am Coloneum 9 | 50829 Köln

Tel: 0221 -276 | Fax: 0221 -7276 | Mobil: 0177 276

www.netcologne.de

Geschäftsführer: 
Dr. Hans Konle (Sprecher)

Dipl.-Ing. Karl-Heinz Zankel
Vorsitzender des Aufsichtsrates:
Dr. Andreas Cerbe
HRB 25580, AG Köln


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[rt-users] DateTime (Not set) ?

[Jonathan Khattir]

Hi, I would like to know why it's wrote (Not set) near the DateTime Custom
field? I try to setting the date but there are no change. Thx

http://imageshack.us/photo/my-images/155/notset.png/

[rt-users] Sorry again

[Stuart Browne]

That's twice in as many days.  Time to tweak my aliases I think.

Sorry.

Stuart J. Browne
Senior Unix Administrator, Network Administrator, Database Administrator
AusRegistry Pty Ltd
Level 8, 10 Queens Road
Melbourne. Victoria. Australia. 3004.
Ph:  +61 3 9866 3710
Fax: +61 3 9866 1970
Email: stuart.bro...@ausregistry.com.au
Web: www.ausregistry.com.au

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