Re: [rt-users] RT::Authen::ExternalAuth extension loading issue
On Thu, May 9, 2013 at 10:44 PM, Chris Foster wrote: > Hi Alex, > > Thanks for your response. I have further looked and yes there does appear > to be a couple more of lines of errors before this line, they are: > > [warning]: Subroutine handle_startup_error redefined at /opt/rt4/sbin > rt-server line 240. (/opt/rt4/sbin/rt-server:240) > [warning]: Subroutine handle_bind_error redefined at > /opt/rt4/sbin/rt-server line 252. (/opt/rt4/sbin/rt-server:252) > > Hope this helps. Looking forward in being pointed in the right direction > to resolve this issue. > $ cd /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib $ perl -MRT::Authen::ExternalAuth -e 1 $ (should have no output if all dependency is working) -- 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 Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] RT::Authen::ExternalAuth extension loading issue
Hi Alex, Thanks for your response. I have further looked and yes there does appear to be a couple more of lines of errors before this line, they are: [warning]: Subroutine handle_startup_error redefined at /opt/rt4/sbin rt-server line 240. (/opt/rt4/sbin/rt-server:240) [warning]: Subroutine handle_bind_error redefined at /opt/rt4/sbin/rt-server line 252. (/opt/rt4/sbin/rt-server:252) Hope this helps. Looking forward in being pointed in the right direction to resolve this issue. Regards, Chris. -Original Message- From: Alex Vandiver [mailto:ale...@bestpractical.com] Sent: Friday, 10 May 2013 7:27 a.m. To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT::Authen::ExternalAuth extension loading issue On Thu, 2013-05-09 at 11:51 +1200, Chris Foster wrote: > Error while loading /opt/rt4/sbin/rt-server: Attempt to reload > RT/Authen/ExternalAuth.pm aborted. \nCompilation failed in require at > /opt/rt4/sbin…/lib/RT.pm line 730. Please show the complete error. There should be an error message above that. I suspect that you don't have all of the dependencies for RT::Authen::ExternalAuth installed. - Alex Have you visited Bartercard Maps yet? www.bartercardmaps.co.nz Find us on Facebook www.facebook.com/BartercardNewZealand * From time to time Bartercard may promote goods and services on behalf of members, however Bartercard acts as a third party record keeper and transactions are conducted between members. Bartercard is not a party to these transactions. Any advice or representations made should not be relied upon, and independent advice should be sought. Please refer to the full rules of the Trading Program which are available on request. This e-mail, including attachments, may be confidential and/or privileged. Only the intended recipient may access or use it. Any dissemination, distribution or copying of this e-mail is strictly prohibited. If you are not the intended recipient please notify us immediately by return e-mail and then erase the e-mail. Any confidentiality or privilege is not waived or lost if you have received this e-mail in error. * -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] RT not emailing tickets after old exchange server decomissioning.
Darin. I wound up googeling the postconf command you suggested and it pointed me to the mail.cf file. I browsed that file, edited the relay entry. No luck. I did see another file mail.SuSe.cf. Once I edited that file, again the mail relay entry and BOOM, mail started flowing. I could not have done it without your help. Grateful. WayneDeCoste. -Original Message- From: DeCoste, Wayne Sent: May-09-13 7:08 PM To: 'Darin Perusich' Cc: 'rt-users@lists.bestpractical.com' Subject: RE: [rt-users] RT not emailing tickets after old exchange server decomissioning. Hi again. I used winscp to find and open the main.cf file. Which I edited to add the new mail server name - I know that's kind of cheating, but did I mention Im a bit of a newb working in and around linux\rt ? At any rate, the change stuck and the postconf relayhost confirms that. Sadly, still no mail from update tickets. Im going to check the log file you suggested for errors. Again, appreciate your insights -Original Message- From: DeCoste, Wayne Sent: May-09-13 6:47 PM To: 'Darin Perusich' Cc: rt-users@lists.bestpractical.com Subject: RE: [rt-users] RT not emailing tickets after old exchange server decomissioning. Spot on Darin. The output from postconf relayhost is the old exchange server. Sohow do I manage to input the new server ? BTW, I was able to telnet to the exchange server and send mail, thanks for that. -Original Message- From: Darin Perusich [mailto:da...@darins.net] Sent: May-09-13 4:39 PM To: DeCoste, Wayne Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT not emailing tickets after old exchange server decomissioning. You mentioned yast2 so you're using some SuSE variant. What's the output of "postconf relayhost"? You should see something like 'relayhost = [new.server.com]'. Are you able to send mail in general from the RT server? Try "echo hello | mail y...@address.com" and check your inbox. If you don't receive the message what's the output of "mailq"? If it's huge don't send the whole thing to the list, one entry should be sufficient. Check /var/log/mail for errors, it probably contains the reason why delivery is failing. -- Later, Darin On Thu, May 9, 2013 at 3:11 PM, DeCoste, Wayne wrote: > Hello. > > > > We have recently migrated over to a new exchange environment. After we > decommissioned the old server we began to have issues with mail outs > from RT. > > Our linux\unix\rt admin is no longer accessible, so I am attempting to > get mail working on this server. Please excuse my lack of knowledge > and general unfamiliarity with the system. I'm new to working with RT. > > > > Steps so far : > > > > - Reviewed support > > > > - Run yast2 and changed the MTA outgoing mail server to our new server fqdn. > Heres what the setting look like : > > MTA -> Permanent -> Outgoing Mail Server:new fqdn ->Use TLS:masquerade > -> Accept Remote SMTP Connections (downloading: empty, \ forward root mail: > empty). > > > > - Then rebooted the RT server. No joy. > > > > - Checked the "aliases" file in the /.etc folder. There are no > references to my old mail server to change to the new mail server and > the aliases are correct. > > > > - I ran the "newaliases" command to be safe. > > > > - I am able to ping my mail server from RT > > > > - I am able to establish an smtp connection over port 25. > > > > I would welcome any suggestions on how to get ticket mailout working again. > > > > > > - Wayne > > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] RT not emailing tickets after old exchange server decomissioning.
Hi again. I used winscp to find and open the main.cf file. Which I edited to add the new mail server name - I know that's kind of cheating, but did I mention Im a bit of a newb working in and around linux\rt ? At any rate, the change stuck and the postconf relayhost confirms that. Sadly, still no mail from update tickets. Im going to check the log file you suggested for errors. Again, appreciate your insights -Original Message- From: DeCoste, Wayne Sent: May-09-13 6:47 PM To: 'Darin Perusich' Cc: rt-users@lists.bestpractical.com Subject: RE: [rt-users] RT not emailing tickets after old exchange server decomissioning. Spot on Darin. The output from postconf relayhost is the old exchange server. Sohow do I manage to input the new server ? BTW, I was able to telnet to the exchange server and send mail, thanks for that. -Original Message- From: Darin Perusich [mailto:da...@darins.net] Sent: May-09-13 4:39 PM To: DeCoste, Wayne Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT not emailing tickets after old exchange server decomissioning. You mentioned yast2 so you're using some SuSE variant. What's the output of "postconf relayhost"? You should see something like 'relayhost = [new.server.com]'. Are you able to send mail in general from the RT server? Try "echo hello | mail y...@address.com" and check your inbox. If you don't receive the message what's the output of "mailq"? If it's huge don't send the whole thing to the list, one entry should be sufficient. Check /var/log/mail for errors, it probably contains the reason why delivery is failing. -- Later, Darin On Thu, May 9, 2013 at 3:11 PM, DeCoste, Wayne wrote: > Hello. > > > > We have recently migrated over to a new exchange environment. After we > decommissioned the old server we began to have issues with mail outs > from RT. > > Our linux\unix\rt admin is no longer accessible, so I am attempting to > get mail working on this server. Please excuse my lack of knowledge > and general unfamiliarity with the system. I'm new to working with RT. > > > > Steps so far : > > > > - Reviewed support > > > > - Run yast2 and changed the MTA outgoing mail server to our new server fqdn. > Heres what the setting look like : > > MTA -> Permanent -> Outgoing Mail Server:new fqdn ->Use TLS:masquerade > -> Accept Remote SMTP Connections (downloading: empty, \ forward root mail: > empty). > > > > - Then rebooted the RT server. No joy. > > > > - Checked the "aliases" file in the /.etc folder. There are no > references to my old mail server to change to the new mail server and > the aliases are correct. > > > > - I ran the "newaliases" command to be safe. > > > > - I am able to ping my mail server from RT > > > > - I am able to establish an smtp connection over port 25. > > > > I would welcome any suggestions on how to get ticket mailout working again. > > > > > > - Wayne > > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Can't remove Quick Create & Can you reverse the order of history?
On 05/08/2013 04:39 PM, Thomas Sibley wrote: > On 05/08/2013 01:00 PM, Cena, Stephen (ext. 300) wrote: >> I've got two questions: >> >> 1. I just did an upgrade from 4.0.11 to 4.0.12 & all seemed well. Due to >> people not using the full ticket Create, I decided to globally remove >> "Quick Create" from "RT At A Glance". However, when I do that I get the >> following error: [snip] > > I can't reproduce this problem and looking at the code don't see how it > would happen. Do you have any local customizations? > > Can you send us the output of running this SQL query? > > select id, Name, Description, ObjectType, ObjectId from Attributes where > ObjectType='RT::System'; > > Could you also navigate to Configuration -> Tools -> System Config in > RT, save that page as HTML, and send the file? Make sure any sensitive > data is redacted first. Stephen, the information I request above will still be useful, but on a hunch, did you recently migrate RT's database from MySQL to MariaDB? -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Post upgrade 3.8.5 to 4.0.12 Global->RT At A Glance error
Thanks for the information, notes below. On 05/09/2013 09:29 AM, Pete Beebe wrote: Do you have any local customizations? > > None that I'm aware of. Only plugins I've currently go in place are: > RT::Authen::ExternalAuth RT::Extension::ActivityReports > Can you send us the output of running this SQL query? select id, Name, Description, ObjectType, ObjectId from Attributes where ObjectType='RT::System'; > Could you also navigate to Configuration -> Tools -> System Config in RT, save that page as HTML, and send the file? Make sure any sensitive data is redacted first. > > Both the Select query and the system config HTML page and files have > been included in the attached ZIP file. Your system config page and SQL results reveal that you have duplicate copies (3 total of each record) of certain global data. This suggests your migration from MySQL to Oracle was flawed. How did you migrate, exactly? Your database may contain duplicate internal records in other areas too, which are likely to lead to more problems (and potentially very subtle ones). What do these queries return? select id, Name, Created, LastUpdated from Users where Name in ('RT_System', 'Nobody', 'root'); select id, Domain, Type, Created, LastUpdated from Groups where Type in ('Everyone', 'Privileged', 'Unprivileged'); > I'm unsure of how to reply to this and have it also update the forum > thread so I've omitted the rt-users@lists.bestpractical.com address > when sending the e-mail. You reply by sending to rt-users@lists.bestpractical.com. That sends to the mailing list, and I'll read it since I'm subscribed. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] RT not emailing tickets after old exchange server decomissioning.
Spot on Darin. The output from postconf relayhost is the old exchange server. Sohow do I manage to input the new server ? BTW, I was able to telnet to the exchange server and send mail, thanks for that. -Original Message- From: Darin Perusich [mailto:da...@darins.net] Sent: May-09-13 4:39 PM To: DeCoste, Wayne Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT not emailing tickets after old exchange server decomissioning. You mentioned yast2 so you're using some SuSE variant. What's the output of "postconf relayhost"? You should see something like 'relayhost = [new.server.com]'. Are you able to send mail in general from the RT server? Try "echo hello | mail y...@address.com" and check your inbox. If you don't receive the message what's the output of "mailq"? If it's huge don't send the whole thing to the list, one entry should be sufficient. Check /var/log/mail for errors, it probably contains the reason why delivery is failing. -- Later, Darin On Thu, May 9, 2013 at 3:11 PM, DeCoste, Wayne wrote: > Hello. > > > > We have recently migrated over to a new exchange environment. After we > decommissioned the old server we began to have issues with mail outs > from RT. > > Our linux\unix\rt admin is no longer accessible, so I am attempting to > get mail working on this server. Please excuse my lack of knowledge > and general unfamiliarity with the system. I'm new to working with RT. > > > > Steps so far : > > > > - Reviewed support > > > > - Run yast2 and changed the MTA outgoing mail server to our new server fqdn. > Heres what the setting look like : > > MTA -> Permanent -> Outgoing Mail Server:new fqdn ->Use TLS:masquerade > -> Accept Remote SMTP Connections (downloading: empty, \ forward root mail: > empty). > > > > - Then rebooted the RT server. No joy. > > > > - Checked the "aliases" file in the /.etc folder. There are no > references to my old mail server to change to the new mail server and > the aliases are correct. > > > > - I ran the "newaliases" command to be safe. > > > > - I am able to ping my mail server from RT > > > > - I am able to establish an smtp connection over port 25. > > > > I would welcome any suggestions on how to get ticket mailout working again. > > > > > > - Wayne > > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Problem with multple new tickets on same subject
On Fri, May 10, 2013 at 12:59 AM, Thomas Sibley wrote: > On 05/09/2013 10:52 AM, Jok Thuau wrote: > > Has anyone from best practical considered integrating these patches in > the > > source? (seems quite harmless from where I stand) > > > > Would one just fork the github repo and submit a pull request from there? > > This suggestion comes up once in a while, and there's been lengthy > discussion about it in the past on rt-users. There are good reasons not > to use References: or subject matching heuristics all the time; it boils > down to common use cases which easily generate false positives > (associating email with an existing ticket instead of creating a new > one). False positives are potentially much worse from a > privacy/security/information leak standpoint than false negatives. > Probably it should be configurable for sites which accept the pitfalls > of using References:. > > It's too late to consider for RT 4.2, but maybe 4.4. > With new API, that is showed off in RepliesToResolved [1], it is very easy to write this functionality as very clean and portable extension. Such extension will work without patches with 4.0.8+ and most probably 4.2. With small patches mentioned in the extension this will work in 4.0.0+. I think extension instead of patches is good way to move forward rather then try to push it into 4.2 core. [1] http://search.cpan.org/~falcone/RT-Extension-RepliesToResolved-0.02/lib/RT/Extension/RepliesToResolved.pm > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Problem with multple new tickets on same subject
On 05/09/2013 10:52 AM, Jok Thuau wrote: > Has anyone from best practical considered integrating these patches in the > source? (seems quite harmless from where I stand) > > Would one just fork the github repo and submit a pull request from there? This suggestion comes up once in a while, and there's been lengthy discussion about it in the past on rt-users. There are good reasons not to use References: or subject matching heuristics all the time; it boils down to common use cases which easily generate false positives (associating email with an existing ticket instead of creating a new one). False positives are potentially much worse from a privacy/security/information leak standpoint than false negatives. Probably it should be configurable for sites which accept the pitfalls of using References:. It's too late to consider for RT 4.2, but maybe 4.4. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Want to pass a CF value to a child ticket in a different queue
On Thu, May 9, 2013 at 5:13 AM, Joe Kirby wrote: > Below is a template that works great for creating a child ticket > automatically > > ===Create-Ticket: Financial Aid and Scholarships - Referral > Subject: Referral to Counselor from Walk-In::{$Tickets{'TOP'}->Subject} > Referred-To-By: {$Tickets{'TOP'}->Id} > Queue: Financial Aid and Scholarships - Referral > InitialPriority: 99 > FinalPriority: 99 > Requestor: {$Tickets{'TOP'}->RequestorAddresses} > Content: This request is a referral from a walk-in customer for Financial > Aid and Scholarships. The initial ticket has been closed but linked to this > ticket for any pertinent information > ENDOFCONTENT > > I have searched the wiki looking for an example of how I can pass a custom > field value from a parent to the child. > > I was hoping if I assigned the custom fields to both queues, the parent > and the child queues, then I could pass the value from the parent to the > child via this template. > > Can anyone suggest a solution. > Have you looked at documentation? http://bestpractical.com/rt/docs/latest/RT/Action/CreateTickets.html#Acceptable-Fields > Thanks > > Joe > > > > Joe Kirby , Assistant Vice President, Business Systems > Division of Information Technology (DoIT) > Support Response - http://www.umbc.edu/doit > Administration 627 > Office - 410-455-3020 > Email - ki...@umbc.edu > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Auto set timeworked based on started time and lastupdated time
On Thu, May 9, 2013 at 6:56 AM, nonnick wrote: > Hi all, > > I want to set time worked automatic based on: (time worked = updated time - > started time). It's can show by hours/day/week... Like Duration field of > JSGantt Charts. > > Is there any way to do this. > Scrips is the right way to do this, but I think it's bad idea. TimeWorked is for people to fill in. With some hacking it's possible to write reports based on LastUpdated - Started time interval. In 4.2 this would be built in functionality. > Thanks > Nonnick > -- Best regards, Ruslan. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Problem with multple new tickets on same subject
On Thu, May 9, 2013 at 8:14 PM, Mª Eugenia Moreno wrote: > I am not sure if there is any solution to this. I have been digging > everywhere for information but I couldn't find any solution. > > I am currently using RT 4 as the ticketing system in my company. Below is > the scenario: > > Colleague A emails to the RT’s email and include Colleague B in the loop > as Cc. > > RT create new ticket (#1 New Test Ticket) and send auto reply email > to Colleague A with Ticket ID. > > Colleague B ”reply all” on the original email sent by Colleague A thus > creating another ticket on RT (#2 RE: New Test Ticket). > > Is there a way to recognize the subject text instead of the ticket ID to > avoid the creation of a new ticket? The ideal situation would be to add B > email to the same ticket of A email instead of creating a new ticket. At > the moment I am doing manually, I go to RT interface and link ticket #2 to > ticket #1. > > I would be very grateful if someone could help. > Besides Ken's suggestion you may want to enable ParseNewMessagesForTicketCcs and train your users not to use "reply all" and always reply to RT's messages. Other solution is to use CommandByMail and teach users to add Ccs using commands instead of Ccs in mail client. Using this way people don't get mails from people, but from RT only. Also, you can setup wider notifications when tickets are created, for example "On create notify group X with template 'New Ticket' ". This template may contain link to make recipient Cc watcher. Otherwise it is almost impossible to fix keeping the way your users use RT. > Thanks a lot, > > Maria > -- Best regards, Ruslan. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Default queue and the correspondence address.
Thanks, I figured that's what was going on. It works for us to have General as the catch-all. If we run into issues I'll change the General queue to have an actual email address. On 5/9/2013 2:44 PM, Alex Vandiver wrote: On Thu, 2013-05-09 at 14:35 -0500, Russell Jones wrote: I did, I do not have a --queue defined for the correspondence alias, only "--action correspond", which is what raised this question of "Why is this working?" :-) RT defaults to queue id 1 on tickets from the mailgate if you don't specify one; the CorrespondAddress is only used when generating incoming mail, as there may be multiple aliases that feed into the same queue. You probably want to adjust your aliases to provide queues for all of your incoming email addresses. - Alex -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Default queue and the correspondence address.
On Thu, 2013-05-09 at 14:35 -0500, Russell Jones wrote: > I did, I do not have a --queue defined for the correspondence alias, > only "--action correspond", which is what raised this question of "Why > is this working?" :-) RT defaults to queue id 1 on tickets from the mailgate if you don't specify one; the CorrespondAddress is only used when generating incoming mail, as there may be multiple aliases that feed into the same queue. You probably want to adjust your aliases to provide queues for all of your incoming email addresses. - Alex -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] RT not emailing tickets after old exchange server decomissioning.
You mentioned yast2 so you're using some SuSE variant. What's the output of "postconf relayhost"? You should see something like 'relayhost = [new.server.com]'. Are you able to send mail in general from the RT server? Try "echo hello | mail y...@address.com" and check your inbox. If you don't receive the message what's the output of "mailq"? If it's huge don't send the whole thing to the list, one entry should be sufficient. Check /var/log/mail for errors, it probably contains the reason why delivery is failing. -- Later, Darin On Thu, May 9, 2013 at 3:11 PM, DeCoste, Wayne wrote: > Hello. > > > > We have recently migrated over to a new exchange environment. After we > decommissioned the old server we began to have issues with mail outs from > RT. > > Our linux\unix\rt admin is no longer accessible, so I am attempting to get > mail working on this server. Please excuse my lack of knowledge and general > unfamiliarity with the system. I’m new to working with RT. > > > > Steps so far : > > > > - Reviewed support > > > > - Run yast2 and changed the MTA outgoing mail server to our new server fqdn. > Heres what the setting look like : > > MTA -> Permanent -> Outgoing Mail Server:new fqdn ->Use TLS:masquerade -> > Accept Remote SMTP Connections (downloading: empty, \ forward root mail: > empty). > > > > - Then rebooted the RT server. No joy. > > > > - Checked the “aliases” file in the /.etc folder. There are no references to > my old mail server to change to the new mail server and the aliases are > correct. > > > > - I ran the “newaliases” command to be safe. > > > > - I am able to ping my mail server from RT > > > > - I am able to establish an smtp connection over port 25. > > > > I would welcome any suggestions on how to get ticket mailout working again. > > > > > > - Wayne > > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Default queue and the correspondence address.
Thanks Alex, I did, I do not have a --queue defined for the correspondence alias, only "--action correspond", which is what raised this question of "Why is this working?" :-) On 5/9/2013 2:29 PM, Alex Vandiver wrote: On Thu, 2013-05-09 at 10:18 -0500, Russell Jones wrote: I have noticed that when sending a new email to my CorrespondenceAddress, a new ticket is created in my "General" queue. I now noticed that the DefaultQueue setting is not the reasoning for this behavior according to the manual, and I am unable to find why this is happening. Look at your incoming mail aliases. The --queue option to rt-mailgate controls where tickets are created. - Alex -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] Best Practical Presents RT Comprehensive Training in Seattle, WA June 19-20, 2013
Our Q2 training will be held in Seattle, Washington on June 19th & 20th. Space is limited, so please RSVP as soon as possible to guarantee a seat. This training will introduce you to the new features in RT4 as part of a comprehensive overview of RT. Whether you're an old hand at RT or a recent convert, you'll have a good understanding of all of RT's features and functionality by the end of the session. The first day starts off with a tour of RT's web interface and continues with a detailed exploration and explanation of RT's functionality, aimed at non-programmer RT administrators. We'll walk through setting up a common helpdesk configuration, from rights management, constructing workflows and notifications, and the basics of Lifecycles. The second day of training picks up with server-side RT administration and dives into what you need to safely customize and extend RT. We'll cover upgrading and deploying RT, database tuning, advanced Lifecycle configurations, writing tools with RT's API, building an extension, and demonstrate how to extensibly alter the web UI and internal functions. It goes without saying that you'll get the most out of training if you attend both days of the course, but we've designed the material so that you can step out after the first day with a dramatically improved understanding of how to use RT or show up on the second day and get quickly up to speed on how to make RT do your bidding. Pricing and Payment The cost of the class includes training materials, a continental breakfast and an afternoon snack. Please note that lunch will not be provided. Single Day - $995 Both Days - $1495 (25% savings) To Register If you'd like to pay with Visa, MasterCard or Discover, please visit Best Practical's online store at https://shop.bestpractical.com/#Training. Unfortunately we are unable to accept American Express or PayPal. If you'd prefer to pay with a purchase order, please email us at train...@bestpractical.com. Be sure to include: * If you want to attend both days or a single day * Full names and email addresses of attendees Please also contact us at train...@bestpractical.com for discounted pricing if you are from an academic institution or if you'd like to send more than 3 people. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Default queue and the correspondence address.
On Thu, 2013-05-09 at 10:18 -0500, Russell Jones wrote: > I have noticed that when sending a new email to my > CorrespondenceAddress, a new ticket is created in my "General" queue. I > now noticed that the DefaultQueue setting is not the reasoning for this > behavior according to the manual, and I am unable to find why this is > happening. Look at your incoming mail aliases. The --queue option to rt-mailgate controls where tickets are created. - Alex -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] RT::Authen::ExternalAuth extension loading issue
On Thu, 2013-05-09 at 11:51 +1200, Chris Foster wrote: > Error while loading /opt/rt4/sbin/rt-server: Attempt to reload > RT/Authen/ExternalAuth.pm aborted. \nCompilation failed in require > at /opt/rt4/sbin…/lib/RT.pm line 730. Please show the complete error. There should be an error message above that. I suspect that you don't have all of the dependencies for RT::Authen::ExternalAuth installed. - Alex -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] RT not emailing tickets after old exchange server decomissioning.
Hello. We have recently migrated over to a new exchange environment. After we decommissioned the old server we began to have issues with mail outs from RT. Our linux\unix\rt admin is no longer accessible, so I am attempting to get mail working on this server. Please excuse my lack of knowledge and general unfamiliarity with the system. I'm new to working with RT. Steps so far : - Reviewed support - Run yast2 and changed the MTA outgoing mail server to our new server fqdn. Heres what the setting look like : MTA -> Permanent -> Outgoing Mail Server:new fqdn ->Use TLS:masquerade -> Accept Remote SMTP Connections (downloading: empty, \ forward root mail: empty). - Then rebooted the RT server. No joy. - Checked the "aliases" file in the /.etc folder. There are no references to my old mail server to change to the new mail server and the aliases are correct. - I ran the "newaliases" command to be safe. - I am able to ping my mail server from RT - I am able to establish an smtp connection over port 25. I would welcome any suggestions on how to get ticket mailout working again. - Wayne -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Problem with multple new tickets on same subject
Has anyone from best practical considered integrating these patches in the source? (seems quite harmless from where I stand) Would one just fork the github repo and submit a pull request from there? Thanks, Jok -- | Joachim Thuau | IT Systems Engineer - Linux / SpaceX | On 5/9/13 10:23 AM, "k...@rice.edu" wrote: >On Thu, May 09, 2013 at 05:14:59PM +0100, Mª Eugenia Moreno wrote: >> I am not sure if there is any solution to this. I have been digging >> everywhere for information but I couldn't find any solution. >> >> I am currently using RT 4 as the ticketing system in my company. Below >>is >> the scenario: >> >> Colleague A emails to the RT¹s email and include Colleague B in the >>loop as >> Cc. >> >> RT create new ticket (#1 New Test Ticket) and send auto reply email >> to Colleague A with Ticket ID. >> >> Colleague B ²reply all² on the original email sent by Colleague A thus >> creating another ticket on RT (#2 RE: New Test Ticket). >> >> Is there a way to recognize the subject text instead of the ticket ID to >> avoid the creation of a new ticket? The ideal situation would be to add >>B >> email to the same ticket of A email instead of creating a new ticket. At >> the moment I am doing manually, I go to RT interface and link ticket #2 >>to >> ticket #1. >> >> I would be very grateful if someone could help. >> >> Thanks a lot, >> >> Maria > >Hi Maria, > >You may want to take a look at this set of patches: > >http://code.google.com/p/rt-references/ > >We use something very similar in-house. > >Regards, >Ken > > >-- >RT Training in Seattle, June 19-20: http://bestpractical.com/training -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Problem with multple new tickets on same subject
On Thu, May 09, 2013 at 05:14:59PM +0100, Mª Eugenia Moreno wrote: > I am not sure if there is any solution to this. I have been digging > everywhere for information but I couldn't find any solution. > > I am currently using RT 4 as the ticketing system in my company. Below is > the scenario: > > Colleague A emails to the RT’s email and include Colleague B in the loop as > Cc. > > RT create new ticket (#1 New Test Ticket) and send auto reply email > to Colleague A with Ticket ID. > > Colleague B ”reply all” on the original email sent by Colleague A thus > creating another ticket on RT (#2 RE: New Test Ticket). > > Is there a way to recognize the subject text instead of the ticket ID to > avoid the creation of a new ticket? The ideal situation would be to add B > email to the same ticket of A email instead of creating a new ticket. At > the moment I am doing manually, I go to RT interface and link ticket #2 to > ticket #1. > > I would be very grateful if someone could help. > > Thanks a lot, > > Maria Hi Maria, You may want to take a look at this set of patches: http://code.google.com/p/rt-references/ We use something very similar in-house. Regards, Ken -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] Problem with multple new tickets on same subject
I am not sure if there is any solution to this. I have been digging everywhere for information but I couldn't find any solution. I am currently using RT 4 as the ticketing system in my company. Below is the scenario: Colleague A emails to the RT’s email and include Colleague B in the loop as Cc. RT create new ticket (#1 New Test Ticket) and send auto reply email to Colleague A with Ticket ID. Colleague B ”reply all” on the original email sent by Colleague A thus creating another ticket on RT (#2 RE: New Test Ticket). Is there a way to recognize the subject text instead of the ticket ID to avoid the creation of a new ticket? The ideal situation would be to add B email to the same ticket of A email instead of creating a new ticket. At the moment I am doing manually, I go to RT interface and link ticket #2 to ticket #1. I would be very grateful if someone could help. Thanks a lot, Maria -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] Default queue and the correspondence address.
Hi all, I have noticed that when sending a new email to my CorrespondenceAddress, a new ticket is created in my "General" queue. I now noticed that the DefaultQueue setting is not the reasoning for this behavior according to the manual, and I am unable to find why this is happening. My general queue does not have a queue specific email, but is queue ID "1". Is RT just choosing the lowest queue ID that uses the CorrespondenceAddress to try to create the ticket in? -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] CommandByMailGroup setting
On 05/09/2013 12:04 AM, Thomas Lau wrote: What if I need multiple groups? Define a new group consisting of all the constituent groups. Jeff -- RT Training in Seattle, June 19-20: http://bestpractical.com/training