Re: [rt-users] Attaching a Custom Data File to a New Ticket
On Fri, Jan 18, 2013 at 03:19:23PM -0500, Vega, Angel L. wrote: >I'm trying to attach a custom data file to a new ticket but it's not being > saved once the >ticket has been created. (The data file contains plain text and commands > in JSON format and >the custom file extension is ".punt"). > >I've tried extracting the content into a ".txt" file but the end result is > the same. > >Does RT have any restrictions regarding file attachments? I would like to > know if the issue is >related to the file content or the file extension. Open a bug with a sample file that fails? Even better if uploading the file to our RT fails and you have to zip it up to get it submitted. -kevin pgppaArx3Wcy5.pgp Description: PGP signature
Re: [rt-users] RT 4 Translation problem
On Mon, Jan 21, 2013 at 09:51:55AM +0100, Jan Niezbędny wrote: > On 10/31/2012 12:58 PM, trs wrote: > >This is a bug; those saved search names aren't properly localized in the > >source. Sorry for the hassle. I opened a bug for you: > >http://issues.bestpractical.com/Ticket/Display.html?id=21377 > > Is It done? Because I still have problem with that. I don't see any notes on the ticket, so I don't believe it has been worked on. > Also i found a few new expressions that i can't catch in language file > and translate. > 2. Localization: Some ticket->Ticket metadata->People [picture 1] Nobody in Particular is the Real Name of the Nobody user. If you want to change it for your system, change it. It's like Root has the name Enoch Root. Running full user names through the localisation system seems fraught with peril. > 1. Localization: Some ticket->People [picture 0] > 3. Localization: Some ticket->Reply (to requestor) [picture 2] These two should get added to the ticket. You can send email to it, since you're a Requestor you should have mail to reply to. You can also log in as guest and add a reply with screenshots. -kevin pgpnWvdjvE_wD.pgp Description: PGP signature
Re: [rt-users] RT4 without local mail server
On Tue, Jan 22, 2013 at 05:37:26PM +0100, mrbeeye wrote: >A) single point of contact - only one e-mail address for helpdesk: > h...@domain.tld (with web >form frontend which is preferred) > >B) data from web form are sent through mail to h...@domain.tld > >C) web form is custom web page, it cannot be RT's web UI These are all fine, although you're not using RT's comments feature (which wants a second email address like help-comm...@domain.tld). >D) form has custom field which should be used to route tickets to > appropriate queue You're going to have to write code in RT to do this after ticket creation, or do it before running rt-mailgate. >E) RT should fetch e-mail from SMTP server using IMAPS There are lots of examples of using fetchmail on the wiki, and you can always pipe to procmail to invoke rt-mailgate into different Queues. >F) RT should send notification and ticket updates using external SMTP/SSL > server, sender >e-mail address must be h...@domain.tld Use a local MTA (such as postfix or sendmail or exim) in relay-only mode with a smarthost configured. While RT has native SMTP support, it has finally been removed from 4.2 and we recommend never using it because it is easy to lose email. A real MTA won't lose email. -kevin pgpuySw0bddAz.pgp Description: PGP signature
Re: [rt-users] problems with RT::Authen::ExternalAuth
On Tue, Jan 22, 2013 at 05:19:08AM -0800, ymarinov wrote: > Turning the debugging mode seems to help me to see the exact error > > [Tue Jan 22 13:16:38 2013] [debug]: UserExists params: > username: ymarinov , service: My_LDAP > (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:299) > [Tue Jan 22 13:16:38 2013] [debug]: LDAP Search === Base: (dc=x,dc=net) > == Filter: (&(objectClass=*)(uid=ymarinov)) == Attrs: mail,uid > (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:329) > [Tue Jan 22 13:16:38 2013] [debug]: User Check Failed :: ( My_LDAP ) > ymarinov User not found > (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:343) > [Tue Jan 22 13:16:38 2013] [debug]: Autohandler called ExternalAuth. > Response: (0, No User) > (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11) > > which lead me to that most probably the filter doesn't work correctly. > But this filter is already described in the LDAPImport extension, and it > works fine. The LDAPImport extension connects as a different user, your ymarinov user may not have the same rights in LDAP. Use the ldapsearch command line tool to run the search/filter manually and see what you get (also check the server's logs). -kevin pgpyRn0CQXipD.pgp Description: PGP signature
Re: [rt-users] Ticket owner doesn't receive replies if they're not in the queue
On Mon, Jan 21, 2013 at 09:54:37PM -0500, Karger, Amir wrote: > a user replies to the ticket, thereby reopening it. We all think that Fred > is going to work on the ticket, so we ignore the email we all got. But it > turns out that the reply doesn't go to Fred, because Fred can't see the Q1 > queue. As mentioned earlier, you can grant ShowTicket to the Owner role so that Fred can see things, but that doesn't affect email notifications. By default RT does not ship On Correspond Notify Owners or On Comment Notify Owners, because it was assumed that your list of owners was a subset of AdminCcs (this is how we use RT, but clearly isn't the only model). You can add On Correspond Notify Owner, but keep in mind that if the Owner is also an AdminCc, that user will get 2 emails. You'd need to add a Notify Owner and AdminCc action, which you can do with a small piece of initialdata. Docs on that here: http://bestpractical.com/rt/docs/latest/initialdata.html -kevin pgpm0nVn9gt7L.pgp Description: PGP signature
Re: [rt-users] RT4 without local mail server
On Tue, Jan 22, 2013 at 11:37 AM, mrbeeye wrote: > Description of environment and setup (see diagram here: > http://img262.imagevenue.com/img.php?image=867879360_rt_122_150lo.jpg > > ): I went to that link and got multiple popups, several of which were flagged as spam or phishing attempts. I would not recommend doing that. -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin
[rt-users] RT4 without local mail server
Hello, Description of environment and setup (see diagram here: http://img262.imagevenue.com/img.php?image=867879360_rt_122_150lo.jpg): A) single point of contact - only one e-mail address for helpdesk: h...@domain.tld (with web form frontend which is preferred) B) data from web form are sent through mail to h...@domain.tld C) web form is custom web page, it cannot be RT's web UI D) form has custom field which should be used to route tickets to appropriate queue E) RT should fetch e-mail from SMTP server using IMAPS F) RT should send notification and ticket updates using external SMTP/SSL server, sender e-mail address must be h...@domain.tld Questions: 1) how to configure MailGate in this setup? 2) how to configure D) option (custom field data can be inserted in body of message or as custom X-Flag in e-mail headers)? Please do provide comprehensive answers. Thank you very much! Best regards, Msh
Re: [rt-users] Scrip for email to owner when requester corresponds by email?
On 21/01/2013 14:48, Liam Gretton wrote: Is there an appropriate scrip which will forward correspondence from the ticket requester to the owner? Ok, it's trivial once you know how. I created a new scrip: Description: On Correspond Notify Owner Condition: On Correspond Action: Notify Owner Template: Global template: Correspondence Stage: TransactionCreate ...and for good measure added one for comments: Description: On Comment Notify Owner as Comment Condition: On Comment Action: Notify Owner as Comment Template: Global template: Correspondence Stage: TransactionCreate -- Liam Grettonliam.gret...@le.ac.uk Systems Specialisthttp://www.le.ac.uk/its IT Services Tel: +44 (0)116 2522254 University of Leicester, University Road Leicestershire LE1 7RH, United Kingdom
Re: [rt-users] problems with RT::Authen::ExternalAuth
Turning the debugging mode seems to help me to see the exact error [Tue Jan 22 13:16:38 2013] [debug]: UserExists params: username: ymarinov , service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:299) [Tue Jan 22 13:16:38 2013] [debug]: LDAP Search === Base: (dc=x,dc=net) == Filter: (&(objectClass=*)(uid=ymarinov)) == Attrs: mail,uid (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:329) [Tue Jan 22 13:16:38 2013] [debug]: User Check Failed :: ( My_LDAP ) ymarinov User not found (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:343) [Tue Jan 22 13:16:38 2013] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11) which lead me to that most probably the filter doesn't work correctly. But this filter is already described in the LDAPImport extension, and it works fine. -- View this message in context: http://requesttracker.8502.n7.nabble.com/problems-with-RT-Authen-ExternalAuth-tp52440p52442.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
