[rt-users] On move to Support Notify Requestors
Hi All, On RT 3.6.8 I had a scrip which notified requestors upon ticket move to a particular queue. We run a few queues here, initially all tickets land in Triage and they're then moved into queue Support once reviewed. The autoreply seems to have stopped working on RT4.0.8 when tickets are moved from Triage to Support. If I manually create a ticket within the queue directly, all works as it should. From reading 'rt.log', I fail to see see the scrip being called. Scrip setup: Description: On create auto reply Condition: On create Action: Autoreply to requestors Template: Autoreply-custom Stage: TransactionCreate Would anyone be able to suggest potential reasons for the issue? Many Thanks, Nick -- Nick Fennell ApplianSys Support Team Leader ApplianSys Limited University of Warwick Science Park Business Innovation Centre Harry Weston Road Coventry CV3 2TX t: +44 (0) 870 7707 789 s: nick-fennell www.appliansys.com Our sales team sells by referral: Less time looking for customers, more time looking after them Subscribe: http://eepurl.com/ibKtY
Re: [rt-users] https redirects to http
Hi, You will need to have the webserver rewrite requests for http to https. Best Regards Martin Wheldon On 2013-01-07 07:06, CB wrote: RT 4.0.8 We have set up RT to be accessible over https: RT_SiteConfig.pm Set($WebPort, 443); However when a ticket is resolved or updated, after the Update button is clicked the website goes to the http site. What configuration option am I missing? Have we set up lifecycles incorrectly? Any suggestions appreciated !DSPAM:9,50ea6c4733238911212596!
Re: [rt-users] On move to Support Notify Requestors
Hi Nick, Hi All, On RT 3.6.8 I had a scrip which notified requestors upon ticket move to a particular queue. We run a few queues here, initially all tickets land in Triage and they're then moved into queue Support once reviewed. The autoreply seems to have stopped working on RT4.0.8 when tickets are moved from Triage to Support. If I manually create a ticket within the queue directly, all works as it should. From reading 'rt.log', I fail to see see the scrip being called. Scrip setup: Description: On create auto reply Condition: On create Action: Autoreply to requestors Template: Autoreply-custom Stage: TransactionCreate Would anyone be able to suggest potential reasons for the issue? Many Thanks, Nick is Condition: On Queue change right for you. Cheers, Björn
[rt-users] Procmail working, but not putting tickets in queues
I currently have user rt catching all mail for the domain and procmail running
on all incoming mail.
I recently had to change the domain name, and I can see from the logs that
procmail is functioning as expected, and calculating the correct queues, but it
looks like the task is being overwritten before it has a chance to perform that
last task, see logs:
procmail: Assigning LASTFOLDER=/usr/bin/perl /opt/rt4/bin/rt-mailgate --queue
installation --action correspond --url http://rt.telebarbados.com/;
but then I get this after:
procmail: Locking /var/mail/rt.lock
procmail: Assigning LASTFOLDER=/var/mail/rt
procmail: Opening /var/mail/rt
procmail: Acquiring kernel-lock
procmail: Unlocking /var/mail/rt.lock
procmail: Notified comsat: rt@750719692:/var/mail/rt
From nla...@telebarbados.com Mon Jan 7 00:09:45 2013
Subject: Test to upgraded RT
Folder: /var/mail/rt 9459
I think that the second procmail: Assigning LASTFOLDER=/var/mail/rt is
overwriting the first procmail: Assigning LASTFOLDER=/usr/bin/perl
/opt/rt4/bin/rt-mailgate...
but cannot see why.
Here's my procmail code (which runs through successfully):
#Preliminaries
SHELL=/bin/sh #Use the Bourne shell (check your path!)
MAILDIR=/var/mail/rt
LOGFILE=/home/rt/proc.log
LOG=--- Logging ${LOGFILE} for ${LOGNAME},
VERBOSE=yes
MAILDOMAIN=rt.telebarbados.com
#Made no changes to the default rt-mailgate file
RT_MAILGATE=/opt/rt4/bin/rt-mailgate
RT_URL= http://rt.telebarbados.com/;
LOGABSTRACT=all
# the following line extracts the recipient from Received-headers.
# Simply using the To: does not work, as tickets are often created
# by sending a CC/BCC to RT
TO=`formail -c -xReceived: |grep $MAILDOMAIN |sed -e 's/.*for **\(.*\)*
*;.*$/\1/'`
QUEUE=`echo $TO| $HOME/get_queue.pl`
ACTION=`echo $TO| $HOME/get_action.pl`
:0 h b w
|/usr/bin/perl $RT_MAILGATE --queue $QUEUE --action $ACTION --url $RT_URL
Kind regards,
Nicôle
Re: [rt-users] Procmail working, but not putting tickets in queues
Got it working.
It was due to an incorrect host file, so it couldn't fine the RT_URL.
Kind regards,
Nicôle
-Original Message-
From: Nicôle Layne-Balram
Sent: Monday, January 07, 2013 11:03 AM
To: 'rt-users@lists.bestpractical.com'
Subject: Procmail working, but not putting tickets in queues
I currently have user rt catching all mail for the domain and procmail running
on all incoming mail.
I recently had to change the domain name, and I can see from the logs that
procmail is functioning as expected, and calculating the correct queues, but it
looks like the task is being overwritten before it has a chance to perform that
last task, see logs:
procmail: Assigning LASTFOLDER=/usr/bin/perl /opt/rt4/bin/rt-mailgate --queue
installation --action correspond --url http://rt.telebarbados.com/;
but then I get this after:
procmail: Locking /var/mail/rt.lock
procmail: Assigning LASTFOLDER=/var/mail/rt
procmail: Opening /var/mail/rt
procmail: Acquiring kernel-lock
procmail: Unlocking /var/mail/rt.lock
procmail: Notified comsat: rt@750719692:/var/mail/rt
From nla...@telebarbados.com Mon Jan 7 00:09:45 2013
Subject: Test to upgraded RT
Folder: /var/mail/rt 9459
I think that the second procmail: Assigning LASTFOLDER=/var/mail/rt is
overwriting the first procmail: Assigning LASTFOLDER=/usr/bin/perl
/opt/rt4/bin/rt-mailgate...
but cannot see why.
Here's my procmail code (which runs through successfully):
#Preliminaries
SHELL=/bin/sh #Use the Bourne shell (check your path!)
MAILDIR=/var/mail/rt
LOGFILE=/home/rt/proc.log
LOG=--- Logging ${LOGFILE} for ${LOGNAME},
VERBOSE=yes
MAILDOMAIN=rt.telebarbados.com
#Made no changes to the default rt-mailgate file
RT_MAILGATE=/opt/rt4/bin/rt-mailgate
RT_URL= http://rt.telebarbados.com/;
LOGABSTRACT=all
# the following line extracts the recipient from Received-headers.
# Simply using the To: does not work, as tickets are often created
# by sending a CC/BCC to RT
TO=`formail -c -xReceived: |grep $MAILDOMAIN |sed -e 's/.*for **\(.*\)*
*;.*$/\1/'`
QUEUE=`echo $TO| $HOME/get_queue.pl`
ACTION=`echo $TO| $HOME/get_action.pl`
:0 h b w
|/usr/bin/perl $RT_MAILGATE --queue $QUEUE --action $ACTION --url $RT_URL
Kind regards,
Nicôle
Re: [rt-users] request
There is a prepackaged version for Ubuntu on the repository, but it's a pain to upgrade. You're an Ubuntu novice? Any other preferred *nix os? (If you're running it under a Windows VM, I'd suggest CentOS instead.) There are some instructions for doing a fresh install under Ubuntu (and others) on the wiki. http://requesttracker.wikia.com/wiki/InstallationGuides With all the different setups out there, there is no one true a-z install guide that will work for everybody. Just read a few and try it out. Jourdan Perla University of California, Davis From: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] on behalf of Yetomiwa Jabar [teeja...@rocketmail.com] Sent: Sunday, January 06, 2013 01:38 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] request Hello, PLease i have been trying to install request tracker on my ubuntu 12.04 since four weeks ago with no major headways, i have been stocked at different junctions.Now that i have been able to join rtusers, can any one give an a-z easy to follow installation guide to any rt version for ubuntu 12.04.i am a complete novice to ubuntu,and i am not a programmer.please any help is welcomed. Thanks
Re: [rt-users] On move to Support Notify Requestors
Hi Björn. I had considered that although, we're sometimes required to move tickets from Queue: Support to queue: RMA and vice-versa. Having 'On queue change' would result in auto-replies being sent whenever tickets are moved into the Support queue. Is there a Custom Condition I can apply so that the scrip is only effective when source queue = Triage? Many Thanks, NIck -- Nick Fennell ApplianSys Support Team Leader ApplianSys Limited University of Warwick Science Park Business Innovation Centre Harry Weston Road Coventry CV3 2TX t: +44 (0) 870 7707 789 s: nick-fennell www.appliansys.com Our sales team sells by referral: Less time looking for customers, more time looking after them Subscribe: http://eepurl.com/ibKtY On 7 Jan 2013, at 13:20, Björn Schulz bjoern.sch...@desy.de wrote: Hi Nick, Hi All, On RT 3.6.8 I had a scrip which notified requestors upon ticket move to a particular queue. We run a few queues here, initially all tickets land in Triage and they're then moved into queue Support once reviewed. The autoreply seems to have stopped working on RT4.0.8 when tickets are moved from Triage to Support. If I manually create a ticket within the queue directly, all works as it should. From reading 'rt.log', I fail to see see the scrip being called. Scrip setup: Description: On create auto reply Condition: On create Action: Autoreply to requestors Template: Autoreply-custom Stage: TransactionCreate Would anyone be able to suggest potential reasons for the issue? Many Thanks, Nick is Condition: On Queue change right for you. Cheers, Björn
Re: [rt-users] https redirects to http
On Mon, Jan 07, 2013 at 08:06:47PM +1300, CB wrote: RT 4.0.8 We have set up RT to be accessible over https: RT_SiteConfig.pm Set($WebPort, 443); However when a ticket is resolved or updated, after the Update button is clicked the website goes to the http site. What configuration option am I missing? Have we set up lifecycles incorrectly? This doesn't have anything to do with lifecycles. I assume you've set one of the other $Web* variables incorrectly. Check that you haven't set WebURL or WebBaseURL rather than setting WebDomain and WebPort. -kevin pgpOgasvbqrtC.pgp Description: PGP signature
Re: [rt-users] jquery version
On 01/06/2013 09:31 AM, Christian Loos wrote: Am 04.01.2013 23:42, schrieb Thomas Sibley: jQuery and related libraries will get updated with the next major release, RT 4.2. It would be great if you also can add the translations for date and time picker. The JS translations? That's a good point. Create a ticket for it and link to 4.2.0?
[rt-users] Suppress Scrip If Actor is RT System Itself
Good day, I have been trying to figure this one out for the last couple hours. User creates a ticket in queue A. I then have a scrip set up to automatically create a child ticket in a queue B if certain custom field values are set. The child ticket ends up being created by The RT System Itself, which is mostly fine. Subsequently, depending on certain values, a second child ticket may be created. With the creation of all three, each is sending an autoreply (as it should be, since a ticket created in queue B by itself should). The issue is, I don't want the user to get three auto replies if RT creates child tickets. I tried added this to the beginning of my On Create Autoreply To Requestors scrip (condition was set to user defined): return 0 if ( $self-TransactionObj-CreatorObj-PrincipalObj eq $RT::SystemUser ); Any help is appreciated. The multiple autoreplies are currently blocking me from going live with this configuration change. Thanks, Matt
Re: [rt-users] Suppress Scrip If Actor is RT System Itself
On Mon, Jan 07, 2013 at 05:24:20PM -0500, Matt Brennan wrote: I tried added this to the beginning of my On Create Autoreply To Requestors scrip (condition was set to user defined): Since you've made this User Defined, you'll need to handle the check if it was a Create manually in your code also. return 0 if ( $self-TransactionObj-CreatorObj-PrincipalObj eq $RT::SystemUser ); This stringifies PrincipalObj and compares it to the stringification of $RT::SystemUser which isn't going to work. You want to compare both -Id using numberic comparison (== not eq) -kevin pgpqG2nIn_1ok.pgp Description: PGP signature
Re: [rt-users] On move to Support Notify Requestors
On Mon, Jan 07, 2013 at 04:40:39PM +, Nick Fennell wrote: I had considered that although, we're sometimes required to move tickets from Queue: Support to queue: RMA and vice-versa. Having 'On queue change' would result in auto-replies being sent whenever tickets are moved into the Support queue. Is there a Custom Condition I can apply so that the scrip is only effective when source queue = Triage? You need to make a User Defined condition that includes the 1 line of code from QueueChange.pm along with a simple check that OldValue was the old Queue's id. -kevin pgpHHpRUm5Ck_.pgp Description: PGP signature
