Re: [rt-users] On move to Support Notify Requestors
Hey Thomas. Thanks for the reply. Unfortunately, this doesn't seem to be working either. The auto reply is sent even if the queue a ticket is being moved from was not Triage. eg. Ticket exists in queue 'Triage'. Ticket is moved to queue 'Support' Auto-reply is sent. Ticket exists in queue 'RMA'. Ticket is moved to queue 'Support' Auto-reply is sent. My scrip is configured as below: Condition: On Queue Change Action: Autoreply to Requestors Template: AutoreplyFromSupport Stage: TransactionCreate Custom Condition: return 0 unless $self-TransactionObj-Type eq Set; return 0 unless $self-TransactionObj-Field eq Queue; return 0 unless $self-TransactionObj-OldValue eq 'Triage'; return 1; It seems that whenever a ticket is moved into the Support queue the auto response is sent regardless of the condition. At this point I'm thinking that either the condition isn't being evaluated or that the values/options used to recognise the previous queue are incorrect. I did read a thread online somewhere that indicated the queue change actually takes place before the condition is checked. This though would result in a fail at some point and I don't see that to be the case. 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 9 Jan 2013, at 17:50, Thomas Sibley t...@bestpractical.com wrote: On 01/09/2013 03:35 AM, Nick Fennell wrote: I'm assuming here that the condition will result in '1' (fail) if the OldValue does not evaluate to be 'QueueName'. If OldValue does evaluate to be QueueName then the condition returns '0' resulting in the Scrip running. Returning 1 (a true value) doesn't make the scrip fail, it causes it to run. Return 0 (a false value) doesn't make the scrip run, it causes it to fail. You have it backwards. Try this: return 0 unless $self-TransactionObj-Type eq Set; return 0 unless $self-TransactionObj-Field eq Queue; return 0 unless $self-TransactionObj-OldValue eq 'QueueName'; return 1;
Re: [rt-users] GPG support in RT4.2
On Thu, Jan 10, 2013 at 4:20 PM, Tim Dunphy bluethu...@gmail.com wrote: Hello, How can I get GPG support in RT 4.2? I've tried a few modules but they are all for earlier version of RT. I've also search CPAN and so far there's nothing current. GPG support is in RT core since RT 3.8. Read config and references in there. Thanks Tim -- GPG me!! gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B -- Best regards, Ruslan.
Re: [rt-users] GPG support in RT4.2
Coll thank you, will do. Thought I needed a cpan module, but I'm happy that I won't! On Thu, Jan 10, 2013 at 7:49 AM, Ruslan Zakirov r...@bestpractical.comwrote: On Thu, Jan 10, 2013 at 4:20 PM, Tim Dunphy bluethu...@gmail.com wrote: Hello, How can I get GPG support in RT 4.2? I've tried a few modules but they are all for earlier version of RT. I've also search CPAN and so far there's nothing current. GPG support is in RT core since RT 3.8. Read config and references in there. Thanks Tim -- GPG me!! gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B -- Best regards, Ruslan. -- GPG me!! gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B
Re: [rt-users] GPG support in RT4.2
On Thu, Jan 10, 2013 at 5:11 PM, Tim Dunphy bluethu...@gmail.com wrote: Coll thank you, will do. Thought I needed a cpan module, but I'm happy that I won't! You will need. Rerun RT's ./configure with gpg flags and run `make testdeps` to make sure everything required is installed. On Thu, Jan 10, 2013 at 7:49 AM, Ruslan Zakirov r...@bestpractical.com wrote: On Thu, Jan 10, 2013 at 4:20 PM, Tim Dunphy bluethu...@gmail.com wrote: Hello, How can I get GPG support in RT 4.2? I've tried a few modules but they are all for earlier version of RT. I've also search CPAN and so far there's nothing current. GPG support is in RT core since RT 3.8. Read config and references in there. Thanks Tim -- GPG me!! gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B -- Best regards, Ruslan. -- GPG me!! gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B -- Best regards, Ruslan.
Re: [rt-users] GPG support in RT4.2
Thanks again for the advise. I actually wan't the one who compiled this installation of RT. I inherited from the guy before me. Is there any way to tell if it already was compiled with GPG support? I'm not sure if I'm assuming correctly that the fact that I see GPG options in the RT_Site_Config.pm means that it actually has it. Tim On Thu, Jan 10, 2013 at 8:13 AM, Ruslan Zakirov r...@bestpractical.comwrote: On Thu, Jan 10, 2013 at 5:11 PM, Tim Dunphy bluethu...@gmail.com wrote: Coll thank you, will do. Thought I needed a cpan module, but I'm happy that I won't! You will need. Rerun RT's ./configure with gpg flags and run `make testdeps` to make sure everything required is installed. On Thu, Jan 10, 2013 at 7:49 AM, Ruslan Zakirov r...@bestpractical.com wrote: On Thu, Jan 10, 2013 at 4:20 PM, Tim Dunphy bluethu...@gmail.com wrote: Hello, How can I get GPG support in RT 4.2? I've tried a few modules but they are all for earlier version of RT. I've also search CPAN and so far there's nothing current. GPG support is in RT core since RT 3.8. Read config and references in there. Thanks Tim -- GPG me!! gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B -- Best regards, Ruslan. -- GPG me!! gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B -- Best regards, Ruslan. -- GPG me!! gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B
[rt-users] Get the From: header of currently sent mail
Hello, in my setup I have patched lib/RT/Action/Notify.pm in such way that it adds some attachments to a mail. In some cases we send mails that have no-reply address in From: and Reply-To: and I would like to send these mails without those attachments. However, I have not found a way to query either From: or Reply-To:. Could you please tell me how to check these headers inside Notify.pm? And if it is not possible, could you please give me a hint on how to do it some other way? Regards, Martin
[rt-users] RTx Statistics year limit to 2012
Hi rt-users list, In the company where I am working, we are using the the version 3.6.1 of Request Tracker (for specific reasons we are not going to upgrade it right now). Also, we are using the plugin RTx Statistics and that's where my problem relies. As I understand, this plugin is no longer maintained and the last version supported displays the maximum year of 2012. Check the URL https://LOCALHOST/rt/RTx/Statistics/CallsQueueDay/index.html As well as the lib: /usr/local/share/request-tracker3.6/RTx-Statistics-0.1.8/lib/RTx/Statistics.pm (grep for 2012) I don't really know how can we increase the years, so we can continue using this version. I could spend some days learning the ins and outs from this specific project but I'm not really very knowledgeable IN PERL, plus my time is short. So, anyone on the list good with PERL and that understand how this project works? If yes, please guide me on which files should I modify in order to generate statistics to 2013. I hope I made myself clear. Thank you very much in advance! -- Rodrigo de Campos CompTIA Network+ Certified If it's broken, fix it; If it works, improve it! Tech blog: http://sparc86.wordpress.com
[rt-users] request
please i have been trying to install rt, but it seems i cant install Calender::Simple. I have tried installing fron CPAN, apt-get, but still none seems to work.please what else can use?
Re: [rt-users] GPG support in RT4.2
On Thu, Jan 10, 2013 at 5:28 PM, Tim Dunphy bluethu...@gmail.com wrote: Thanks again for the advise. I actually wan't the one who compiled this installation of RT. I inherited from the guy before me. Is there any way to tell if it already was compiled with GPG support? I'm not sure if I'm assuming correctly that the fact that I see GPG options in the RT_Site_Config.pm means that it actually has it. /opt/rt4/sbin/rt-test-dependencies --help Tim On Thu, Jan 10, 2013 at 8:13 AM, Ruslan Zakirov r...@bestpractical.com wrote: On Thu, Jan 10, 2013 at 5:11 PM, Tim Dunphy bluethu...@gmail.com wrote: Coll thank you, will do. Thought I needed a cpan module, but I'm happy that I won't! You will need. Rerun RT's ./configure with gpg flags and run `make testdeps` to make sure everything required is installed. On Thu, Jan 10, 2013 at 7:49 AM, Ruslan Zakirov r...@bestpractical.com wrote: On Thu, Jan 10, 2013 at 4:20 PM, Tim Dunphy bluethu...@gmail.com wrote: Hello, How can I get GPG support in RT 4.2? I've tried a few modules but they are all for earlier version of RT. I've also search CPAN and so far there's nothing current. GPG support is in RT core since RT 3.8. Read config and references in there. Thanks Tim -- GPG me!! gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B -- Best regards, Ruslan. -- GPG me!! gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B -- Best regards, Ruslan. -- GPG me!! gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B -- Best regards, Ruslan.
Re: [rt-users] request
On 01/10/2013 08:25 AM, Yetomiwa Jabar wrote: please i have been trying to install rt, but it seems i cant install Calender::Simple. I have tried installing fron CPAN, apt-get, but still none seems to work.please what else can use? Calendar::Simple is only required on RT 3.8.x. Why are you install 3.8 for a new install when you could be using 4.0.x?
Re: [rt-users] On move to Support Notify Requestors
On 01/10/2013 04:10 AM, Nick Fennell wrote: My scrip is configured as below: Condition: On Queue Change Action: Autoreply to Requestors Template: AutoreplyFromSupport Stage: TransactionCreate Custom Condition: return 0 unless $self-TransactionObj-Type eq Set; return 0 unless $self-TransactionObj-Field eq Queue; return 0 unless $self-TransactionObj-OldValue eq 'Triage'; return 1; If you're writing a Custom Condition, you need to select User Defined from the Condition dropdown. As it stands, your custom condition is ignored and the built-in On Queue Change condition is used.
