Re: [rt-users] Users simultaneously replying
On Tue, 15 Jan 2013, Samuel Paris wrote: Lock the job when a reply is being written? Or any other suggestions to prevent this for happening? That's what 'take' is for - only one worker can 'take' a ticket. (But it depends on the discipline to 'take first, then answer'!) Less strict would be to 'look for open state', which is set on answering, but will fail if multiple workers look into one queue. For more than those, you will have to define state(s) and create new scrips I believe. Stucki -- Christoph von Stuckrad * * |nickname |Mail stu...@mi.fu-berlin.de \ Freie Universitaet Berlin |/_*|'stucki' |Tel(Mo.,Mi.):+49 30 838-75 459| Mathematik Informatik EDV |\ *|if online| (Di,Do,Fr):+49 30 77 39 6600| Takustr. 9 / 14195 Berlin * * |on IRCnet|Fax(home): +49 30 77 39 6601/
[rt-users] Problem with using ssl over nginx reverse-proxy when submitting ticket updates
Hi all, I'm trying to run RT 3.8 over ssl via an nginx reverse-proxy, and almost everything works, except when you update a ticket; after you click Update Ticket, after the update is submitted, it redirects Display.html to show the updated ticket. However, it is redirecting to plain http, which results in an error because I'm intentionally NOT proxying port 80... I have set $WebBaseURL in RT_SiteConfig.pm to include https://; at the beginning. I apologise in advance - I've also posted this query on #rt on irc.perl.org. Any ideas, please? -- Andy D'Arcy Jewell SysMicro Limited Linux Support T: 0844 9918804 M: 07961605631 E: andy.jew...@sysmicro.co.uk W: www.sysmicro.co.uk
Re: [rt-users] Problem with using ssl over nginx reverse-proxy when submitting ticket updates
Hi Andy, A very simular issue to this was discussed on the list last week. Have a search for https redirects to http. Best Regards Martin On 2013-01-15 11:24, Andy D'Arcy Jewell wrote: Hi all, I'm trying to run RT 3.8 over ssl via an nginx reverse-proxy, and almost everything works, except when you update a ticket; after you click Update Ticket, after the update is submitted, it redirects Display.html to show the updated ticket. However, it is redirecting to plain http, which results in an error because I'm intentionally NOT proxying port 80... I have set $WebBaseURL in RT_SiteConfig.pm to include https://; [1] at the beginning. I apologise in advance - I've also posted this query on #rt on irc.perl.org. Any ideas, please? -- Andy D'Arcy Jewell SysMicro Limited Linux Support T: 0844 9918804 M: 07961605631 E: andy.jew...@sysmicro.co.uk W: www.sysmicro.co.uk !DSPAM:9,50f5355e33231878918082! Links: -- [1] https://
Re: [rt-users] FIXED: Problem with using ssl over nginx reverse-proxy when submitting ticket updates
On 15/01/13 11:03, Martin Wheldon wrote: Hi Andy, A very simular issue to this was discussed on the list last week. Have a search for https redirects to http. Best Regards Martin You are quite right, Martin! The fix is to insert the following into RT_SiteConfig.pm: Set($CanonicalizeRedirectURLs, 1); Thank you very much - tested and approved! Regards, -Andy -- Andy D'Arcy Jewell SysMicro Limited Linux Support T: 0844 9918804 M: 07961605631 E: andy.jew...@sysmicro.co.uk W: www.sysmicro.co.uk
Re: [rt-users] Get the From: header of currently sent mail
On 10.1.2013 15:11, Martin Drasar wrote: 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? Hi, I am just bumping this mail as I was not yet able to come with a solution. I know that I can't be the only one with such requirements around here. Thanks, Martin
[rt-users] Single Sign Out and maintain session RT 4.0.4/CAS/LDAP/LDAPImport
I have instance RT 4.0.4 on CentOS 6. With CAS to implement SSO on a few applications and LDAP which stands on AD Win Ser 2008. And now I need to adjust RT to the overall method of closing the user session for the entire system (all subsystems/applications). I wanna ask. Is it possible to obtain the url that returns up to a small page or other static resource, which download will maintain the current logged-on user session? Specific requirements: - Attempt to access a resource, should not create a new session if this is not yet - If the session exists, the attempt to access the resource will cause the session will be extended Sample tests for java web application running on JBoss AS 7.1 shows that it can be any resource such as a static image. But I don’t know how it works in perl applications like RT If you have some thoughts or ideas, I will be very grateful Regards, Jan
Re: [rt-users] RTx::EmailCompletion
On Fri, Jan 11, 2013 at 5:18 PM, Asif Iqbal vad...@gmail.com wrote: I install RTx::EmailCompletion plugin and added the following stanza into my RTHOME/etc/RT_SiteConfig.pm Set( @Plugins, qw( RT::Authen::ExternalAuth RTx::EmailCompletion ) ); Set($EmailCompletionUnprivileged,everybody); Set($EmailCompletionSearch, STARTSWITH); Set($EmailCompletionLdapAttrSearch, [qw/mail cn/]); Set($EmailCompletionRdbmsDisabled, 1); ... How do I expect it to work? I tried to fill the One-time Cc: with ``foo'' and expected it to autocomplete to ``f...@example.com'' Still like some help with this one. Thanks for the help. -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing?
Re: [rt-users] CC by default and Exclude Certain Email from being logged as tickets
On Mon, Jan 14, 2013 at 12:58:08PM +, Baker, Brendon wrote: First of all - when we reply or resolve a ticket - we would like to reply to everyone who was originally CCd by default instead of having to tick the individuals. As far as I understand - this has something to do with Scrips but I cant figure out how to do this. You may be able to do what you want here by enabling http://bestpractical.com/rt/docs/latest/RT_Config.html#ParseNewMessageForTicketCcs but read the documented caveats. Secondly - we are popping mail out of a mailbox using fetchmail which then sends this to the mailgate. We need to be able to exclude certain email addresses from being logged as tickets as they are notifications. Is this something that can be done inside of RT? Use procmail or some other filter as suggested by another replier. -kevin pgpiWgu8ysWR_.pgp Description: PGP signature
[rt-users] Dealing with forwarded tickets from one queue to another
Hi,
We have a situation where someone gets mail sent to them from one queue, and
needs to forward it to a different queue as a new ticket. e.g. for forwarding
to a support queue. Currently RT will interpret the incoming mail as an update
to the original ticket instead of creating a new ticket in the other queue.
Is there any way around this? RT knows the old ticket ID from the Subject, and
the new queue it's being submitted to.
Currently looking at patching Interface/Email.pm and using $SystemTicket-id vs
$args{'queue'}
but perhaps this has been covered before?
Thanks,
Sean Purdy
Re: [rt-users] Get the From: header of currently sent mail
On Thu, Jan 10, 2013 at 03:11:59PM +0100, Martin Drasar wrote: 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? If you're modifying Notify.pm, you've already seen how it gets the RT-Send-Cc and RT-Send-Bcc headers. Try using similar code and if it doesn't work, provide code that doesn't work and how it fails. -kevin pgpS7fkXma2Pb.pgp Description: PGP signature
Re: [rt-users] Single Sign Out and maintain session RT 4.0.4/CAS/LDAP/LDAPImport
On Tue, Jan 15, 2013 at 03:45:07PM +0100, Jan Niezbędny wrote: Specific requirements: - Attempt to access a resource, should not create a new session if this is not yet - If the session exists, the attempt to access the resource will cause the session will be extended Sample tests for java web application running on JBoss AS 7.1 shows that it can be any resource such as a static image. But I don’t know how it works in perl applications like RT Accessing a static or public image in RT won't send a cookie (or at least shouldn't, there's been a number of cleanups in this area). You'll likely need a simple mason page to do what you want, although RT's reaction to accessing something that needs a cookie is to redirect you to login so you'll need to do work on that. -kevin pgpsxZRrOD6z_.pgp Description: PGP signature
Re: [rt-users] RTx::EmailCompletion
On 01/15/2013 08:41 AM, Asif Iqbal wrote: I install RTx::EmailCompletion plugin and added the following stanza into my RTHOME/etc/RT_SiteConfig.pm Set( @Plugins, qw( RT::Authen::ExternalAuth RTx::EmailCompletion ) ); Set($EmailCompletionUnprivileged,everybody); Set($EmailCompletionSearch, STARTSWITH); Set($EmailCompletionLdapAttrSearch, [qw/mail cn/]); Set($EmailCompletionRdbmsDisabled, 1); ... How do I expect it to work? I tried to fill the One-time Cc: with ``foo'' and expected it to autocomplete to ``f...@example.com mailto:f...@example.com'' Still like some help with this one. What's your RT version? I don't believe RTx::EmailCompletion is compatible with RT 4.0 since most of the functionality (although not the LDAP parts) was merged to core. If you're indeed on 4.0, perhaps you want to look into RT::Extension::LDAPImport instead so that your LDAP info is sync'd locally into RT and the standard autocompletion will work. This means your RT user info from ExternalAuth will also always be up to date.
Re: [rt-users] RTx::EmailCompletion
On Tue, Jan 15, 2013 at 1:32 PM, Thomas Sibley t...@bestpractical.comwrote: On 01/15/2013 08:41 AM, Asif Iqbal wrote: I install RTx::EmailCompletion plugin and added the following stanza into my RTHOME/etc/RT_SiteConfig.pm Set( @Plugins, qw( RT::Authen::ExternalAuth RTx::EmailCompletion ) ); Set($EmailCompletionUnprivileged,everybody); Set($EmailCompletionSearch, STARTSWITH); Set($EmailCompletionLdapAttrSearch, [qw/mail cn/]); Set($EmailCompletionRdbmsDisabled, 1); ... How do I expect it to work? I tried to fill the One-time Cc: with ``foo'' and expected it to autocomplete to ``f...@example.com mailto:f...@example.com'' Still like some help with this one. What's your RT version? I don't believe RTx::EmailCompletion is compatible with RT 4.0 since most of the functionality (although not the LDAP parts) was merged to core. Sorry I forgot to mentions the versions. I am using RT 3.8.2 / mod_ssl/2.2.11 OpenSSL/0.9.8p mod_perl/2.0.3 Perl/v5.8.8 If you're indeed on 4.0, perhaps you want to look into RT::Extension::LDAPImport instead so that your LDAP info is sync'd locally into RT and the standard autocompletion will work. This means your RT user info from ExternalAuth will also always be up to date. -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing?
[rt-users] Ignoring out of office emails
I have a powershell script that emails users (using the System.Net.Mail class) and the From address is set to our RT system, making it easier for users to get help if needed. The problem is, people's out-of-office responses are opening tickets. I added the Precendence: bulk header after checking through the RT lists as it looks like (at least in rt 3.x) it would filter those emails out and not interact with tickets. But it's not working. Is this no longer the case in RT4? Or does it not apply to ticket creation? I can see the Precendence: bulk header being added in the original email. I was hoping to not have to modify RT/procmail, but I can go that route. Thanks, Brent
