Re: [rt-users] Message autosave

[Joop]

Maciej Dobrzanski wrote:

Hey,

On several occasions I lost lengthy drafts because my browser crashed or I
simply accidentally navigated away from RT and the text didn't survive
'Back' button. Since I have not found any existing solution to this problem,
yesterday I wrote a simple extension for RT4. Since this something that
could be useful to many people, I decided to share. If you want to give it a
try, you may grab the extension from
https://github.com/mushak/RT-Extension-AutoSave. Notes: At this point
auto-save is only available to privileged users and I haven't tried it at
all with rich text editor.

  

http://search.cpan.org/~elacour/RT-Extension-Drafts-0.01/lib/RT/Extension/Drafts.pm

Have look and maybe both can be merged to one?

Joop



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Re: [rt-users] AssetTracker Custom Field Select Date problem

[Gary McRae]

Thanks Don.
Problem solved with your help.

Kind regards,
Gary

On 29/05/2013, at 10:32 AM, Don Gourley  wrote:

> Gary,
> 
> There is also a google group called at-users that has been very
> helpful for us, but right now I can't get into it to point you to the
> solution. Did they kill google groups as I had heard threatened?
> 
> But we had the same problem and I nice guy named Rolf provided a
> solution. AFAIK he is the most active supporter of the AssetTracker
> module. He has his own fork on github but there was some talk on
> at-us...@googlegroups.com of folding his fixes into the main branch.
> 
> Anyway, here is the fix he provided:
> 
>> Rolf Grossmann Tue, Apr 2, 2013 at 2:29 PM
>> Reply-To: at-us...@googlegroups.com
>> To: at-us...@googlegroups.com
>> Hi Stewart,
>> 
>> On 29.03.2013 16:20, studo...@gmail.com wrote:
>> 
>>> We created an Asset Tracker custom field for a calendar showing an
>>> inventory date. When we create a date entry it works fine. But if we
>>> modify the asset, the date field gets cleared and the date is gone. We
>>> need to re-enter the original date (which is a pain) or we have to
>>> change the field to a standard text field. Changing to a standard field
>>> will cause problems with human error and searching.
>>> 
>>> Is there a way to ensure the date field doesn't get cleared?
>> 
>> I've found the cause (code duplicated from rt) and fixed this problem in
>> my fork of asset tracker. See
>> https://github.com/rg1/rt-extension-assettracker/commit/1b2cb79c43e8d21ea8b3fad18b25987c6391ac16
>> 
>> A proper fix should probably remove all that duplicated code entirely :/
>> 
>> Best regards, Rolf.
> __
> 
>> Date: Tue, 28 May 2013 05:56:45 +
>> From: "Brumm, Torsten / Kuehne + Nagel / Ham GI-ID"
>>
>> To: "gar...@bitek.com.au" ,
>>"rt-users@lists.bestpractical.com" 
>> Subject: Re: [rt-users] AssetTracker Custom Field Select Date problem
>> Message-ID:
>><524815224ea2f649982d6a7bcd53bdfe2158f...@dceexmbx04.ger.win.int.kn>
>> Content-Type: text/plain; charset="us-ascii"
>> 
>> Hi Gary,
>> for issues with AT you should consult : 
>> https://github.com/chakatodd/rt-extension-assettracker and open an issue 
>> there.
>> 
>> Torsten
>> 
>> Von: rt-users-boun...@lists.bestpractical.com 
>> [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Gary McRae
>> Gesendet: Montag, 27. Mai 2013 01:35
>> An: rt-users@lists.bestpractical.com
>> Betreff: [rt-users] AssetTracker Custom Field Select Date problem
>> 
>> I am having a problem with a custom field using a 'Select Date' type. 
>> Creation is no problem nor is entering data.
>> If you open an asset and select 'Fields'  then all the values previously 
>> entered are correctly reloaded from the db.
>> The Date field though is empty and it shows the value in brackets beside the 
>> date field.
>> If you then update any other field ie. 'Change Comment' and then 'Save 
>> Changes' the value of the date field is removed as below.
>> Results
>>2013-05-27 is no longer a value for custom field Purchase Date
>> 
>> This can easily remove data from the database.
>> Can someone confirm this please?
>> 
>> K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), 
>> Dirk Blesius, Reiner Heiken, Holger Ketz (Stellv.), Jan-Hendrik K?stergarten 
>> (Stellv.), Bruno Mang, Christian Marnett?, Jens Wollesen, Sitz: Bremen, 
>> Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich 
>> haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg 
>> Gesch?ftsf?hrender Verwaltungsrat: Karl Gernandt
> 
> 
> -- 
> RT Training in Seattle, June 19-20: http://bestpractical.com/training



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[rt-users] Message autosave

[Maciej Dobrzanski]

Hey,

On several occasions I lost lengthy drafts because my browser crashed or I
simply accidentally navigated away from RT and the text didn't survive
'Back' button. Since I have not found any existing solution to this problem,
yesterday I wrote a simple extension for RT4. Since this something that
could be useful to many people, I decided to share. If you want to give it a
try, you may grab the extension from
https://github.com/mushak/RT-Extension-AutoSave. Notes: At this point
auto-save is only available to privileged users and I haven't tried it at
all with rich text editor.

Cheers,
Maciek
 






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[rt-users] Database mangling 1mb

[Chris Herrmann]

Hi my guess would be max allowed packet size (my.cnf) is being exceeded. If 
MySQL receives an oversized field it will truncate to the specified limit. This 
will break binary files. 

Make sure your:

Regular web access has a large enough max allowed packet;
That your backups match this value;
That any restore scripts / procedures also match this value. 


Chris Herrmann
Far Edge
+612 84251400
+614 03393309
http://www.faredge.com.au


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Re: [rt-users] AssetTracker Custom Field Select Date problem

[Don Gourley]

Gary,

There is also a google group called at-users that has been very
helpful for us, but right now I can't get into it to point you to the
solution. Did they kill google groups as I had heard threatened?

But we had the same problem and I nice guy named Rolf provided a
solution. AFAIK he is the most active supporter of the AssetTracker
module. He has his own fork on github but there was some talk on
at-us...@googlegroups.com of folding his fixes into the main branch.

Anyway, here is the fix he provided:

> Rolf Grossmann Tue, Apr 2, 2013 at 2:29 PM
> Reply-To: at-us...@googlegroups.com
> To: at-us...@googlegroups.com
> Hi Stewart,
>
> On 29.03.2013 16:20, studo...@gmail.com wrote:
>
> > We created an Asset Tracker custom field for a calendar showing an
> > inventory date. When we create a date entry it works fine. But if we
> > modify the asset, the date field gets cleared and the date is gone. We
> > need to re-enter the original date (which is a pain) or we have to
> > change the field to a standard text field. Changing to a standard field
> > will cause problems with human error and searching.
> >
> > Is there a way to ensure the date field doesn't get cleared?
>
> I've found the cause (code duplicated from rt) and fixed this problem in
> my fork of asset tracker. See
> https://github.com/rg1/rt-extension-assettracker/commit/1b2cb79c43e8d21ea8b3fad18b25987c6391ac16
>
> A proper fix should probably remove all that duplicated code entirely :/
>
> Best regards, Rolf.
__

> Date: Tue, 28 May 2013 05:56:45 +
> From: "Brumm, Torsten / Kuehne + Nagel / Ham GI-ID"
> 
> To: "gar...@bitek.com.au" ,
> "rt-users@lists.bestpractical.com" 
> Subject: Re: [rt-users] AssetTracker Custom Field Select Date problem
> Message-ID:
> <524815224ea2f649982d6a7bcd53bdfe2158f...@dceexmbx04.ger.win.int.kn>
> Content-Type: text/plain; charset="us-ascii"
>
> Hi Gary,
> for issues with AT you should consult : 
> https://github.com/chakatodd/rt-extension-assettracker and open an issue 
> there.
>
> Torsten
>
> Von: rt-users-boun...@lists.bestpractical.com 
> [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Gary McRae
> Gesendet: Montag, 27. Mai 2013 01:35
> An: rt-users@lists.bestpractical.com
> Betreff: [rt-users] AssetTracker Custom Field Select Date problem
>
> I am having a problem with a custom field using a 'Select Date' type. 
> Creation is no problem nor is entering data.
> If you open an asset and select 'Fields'  then all the values previously 
> entered are correctly reloaded from the db.
> The Date field though is empty and it shows the value in brackets beside the 
> date field.
> If you then update any other field ie. 'Change Comment' and then 'Save 
> Changes' the value of the date field is removed as below.
> Results
> 2013-05-27 is no longer a value for custom field Purchase Date
>
> This can easily remove data from the database.
> Can someone confirm this please?
>
> K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), 
> Dirk Blesius, Reiner Heiken, Holger Ketz (Stellv.), Jan-Hendrik K?stergarten 
> (Stellv.), Bruno Mang, Christian Marnett?, Jens Wollesen, Sitz: Bremen, 
> Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich 
> haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg 
> Gesch?ftsf?hrender Verwaltungsrat: Karl Gernandt


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[rt-users] Translators needed for RT 4.2 updates

[Thomas Sibley]

Hello RT users and hackers,

We're hard at work on what will become RT 4.2.  Part of that process is
starting to get the translations updated, and that's where you come in.
 If you speak English and a language other than English, we'd love if
you took a bit of time to help update RT's translations for the next
major release series.

We translate RT using the Launchpad.net Rosetta translations tool, which
means you help translate RT from your browser.  You can find basic
instructions here:
http://requesttracker.wikia.com/wiki/TranslationRosetta or just jump in:
https://translations.launchpad.net/rt/master

Our message catalog tool found some errors in existing translations
around the use of placeholders, which I've split out into separate files
and attached, one for each language.  If you're contributing to a
translation, it'd be great to fix the problems noted in the appropriate
file.

Of particular note are bi-directional text issues and placeholders (%1,
%2, etc) in the Arabic translation.  Launchpad's web translation tool
currently makes it difficult to verify that the usage of placeholders in
right-to-left text is correct.  If anyone is up for it, it may be
easiest to fix up those strings using offline translation (no more
complicated than editing a text file) and then uploading to Launchpad
with the corrected file.

Let us know if there's any way we can help with translations, and thanks
to everyone who has contributes.

Cheers,
Thomas
string does not have the same placeholders
expected (%1, %2, %3) in msgid: %1 %2 changed to %3
 got (%1, %2) in msgstr: %1 %2 تغيرت إلى 3%

string does not have the same placeholders
expected (%1, %2) in msgid: %1 %2 deleted
 got () in msgstr: تم حذف 1% 2%

string does not have the same placeholders
expected (%1, %2) in msgid: %1 %2 saved.
 got () in msgstr: تم حفظ1% 2%

string does not have the same placeholders
expected (%1, %2, %3) in msgid: %1 %2 with template %3
 got (%1, %2) in msgstr: %1 %2 مع القالب 3%

string does not have the same placeholders
expected (%1, %2) in msgid: %1 (from pane %2)
 got (%1) in msgstr: %1 (من اللوحة 2%)

string does not have the same placeholders
expected (%1, %2, %3) in msgid: %1 changed from %2 to %3
 got (%1) in msgstr: %1 تغير من 2% إلى 3%

string does not have the same placeholders
expected (%1, %2) in msgid: %1 chart by %2
 got (%1) in msgstr: %1 الرسم البياني بواسطة 2%

string does not have the same placeholders
expected (%1) in msgid: %1 copy
 got () in msgstr: نسخ 1%

string does not have the same placeholders
expected (%1) in msgid: %1 enabled
 got () in msgstr: تم تمكين 1%

string does not have the same placeholders
expected (%1) in msgid: Invalid queue role group type %1
 got () in msgstr: نوعُ مجموعةِ أدوارِ طابورٍ غيرُ صحيحٍ

string does not have the same placeholders
expected () in msgid: Modify a scrip that applies to all queues
 got (%1) in msgstr: عدّل سكربت ينطبق على كل الطوابير %1

string does not have the same placeholders
expected (%1, %2) in msgid: weekly (on %1) at %2
 got () in msgstr: أسبوعياً (في 1%) عند 2%


string does not have the same placeholders
expected (%1) in msgid: %1 update: Nothing changed
 got (%2) in msgstr: %2 actualitzar: Res ha canviat

string does not have the same placeholders
expected (%1) in msgid: Could not create CustomField: %1
 got () in msgstr: No s'ha pogut crear el camp personalitzat

string does not have the same placeholders
expected (%1) in msgid: Unable to delete topic membership in %1
 got () in msgstr: No s'ha pogut esborrar la pertinença al tema


string does not have the same placeholders
expected (%1, %2) in msgid: Couldn't delete dashboard %1: %2
 got () in msgstr: Kontrolna ploča se nije mogla obrisati


string does not have the same placeholders
expected (%1) in msgid: #%1
 got () in msgstr: msgstr

string does not have the same placeholders
expected (%1) in msgid: Can't find a collection class for '%1'
 got () in msgstr: Kan geen bewaarde zoekopdracht vinden om mee te werken

string does not have the same placeholders
expected (%1) in msgid: grouped by %1
 got () in msgstr: opgedeeld in


string does not have the same placeholders
expected (%1, %2) in msgid: Custom field value changed from %1 to %2
 got (%1) in msgstr: Kentän arvo muutettu arvosta %1 arvoon

string does not have the same placeholders
expected (%1) in msgid: Link ticket #%1
 got () in msgstr: Lisää viittaus

string does not have the same placeholders
expected (%1) in msgid: Link ticket %1
 got () in msgstr: Lisää viittaus

string does not have the same placeholders
expected (%1) in msgid: Modify the queries of dashboard %1
 got () in msgstr: Muokkaa työtilan kyselyitä

string does not have the same placeholders
expected (%1, %2) in msgid: Owner changed from %1 to %2
 got (%2) in msgstr: Yhteyshenkilöksi vaihdettu %2

string does not have the same placeholders
expected (%1, %2) in msgid: Owner forcibly changed 

Re: [rt-users] defanging URLs in incoming e-mails?

[Thomas Sibley]

On 05/28/2013 03:58 PM, Riggle, Kevin wrote:
> It looks like RT's MailPlugins are only for go/no-go filtering and
> authentication, and aren't intended to be used to modify the body of the
> message before it is made into a transaction.  (Or will changes to the
> MIME::Entity be honored?)

MailPlugins which are "ApplyBeforeDecode" can completely alter the
MIME::Entity, I believe.  Start reading the code in
RT::Interface::Email::Gateway().



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[rt-users] Training in Australia?

[Gary McRae]

As a new user if RT I am having difficulty getting up to speed. I have the 
'Essentials' book but I still struggle with the concepts.
Does anyone offer training in Australia?

Thanks


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Re: [rt-users] defanging URLs in incoming e-mails?

[インターネット配管工]

* Riggle, Kevin 
> It looks like Scrips are processed too late.  I could of course modify
> their templates to defang the URLs before sending, which together with
> MakeClicky would solve the problem, but I'd prefer not to store the
> offending URLs undefanged in the database at all.
> 
> Is there a better way to do this that I'm missing?

Something like MIMEDefang in the MTA might be one way to go.


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[rt-users] defanging URLs in incoming e-mails?

[Riggle, Kevin]

Hi all,

I'm setting up RT to handle incoming e-mails which may contain URLs
linking to malicious sites.  We want to display incoming URLs so that our
users can't accidentally click on them and visit the malicious site.  We
*also* want to defang the URLs in the e-mails we send out so that our
users' mail clients don't cleverly linkfy them and make it easy for our
users to accidentally click on them.

It looks like the first goal, and only the first goal, is easily achieved
via extending MakeClicky.  Accomplishing the second goal might achieve the
first goal as well, however.

It looks like RT's MailPlugins are only for go/no-go filtering and
authentication, and aren't intended to be used to modify the body of the
message before it is made into a transaction.  (Or will changes to the
MIME::Entity be honored?)

It looks like Scrips are processed too late.  I could of course modify
their templates to defang the URLs before sending, which together with
MakeClicky would solve the problem, but I'd prefer not to store the
offending URLs undefanged in the database at all.

Is there a better way to do this that I'm missing?

- Kevin



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Re: [rt-users] auto-populate email from short username?

[Philip Brown]

On 05/28/13 01:00 PM, Kevin Falcone wrote:

As mentioned earlier by my colleague, you can use
http://bestpractical.com/rt/docs/latest/RT/User.html#CanonicalizeUserInfo-HASH-of-ARGS
to massage the user data during creation.


Thanks for the reference.  However... that particular link seems to 
merely "reference" that the capability exists somehow. I cant' fathom 
how to use it.

Could you point me to any examples of how to actually use it, please?





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Re: [rt-users] MSMTP works for sending, but receiving is now broken - And why a full MTA?

[Kevin Falcone]

On Tue, May 28, 2013 at 02:13:29PM -0400, Cena, Stephen (ext. 300) wrote:
>First, I did manage to get MSMTP working to send email out. While outgoing 
> mail worked,
>incoming via fetchmail suddenly stopped complaining it couldn't bind to 
> 127.0.0.1 port 25:
> 
>name 0: connection to localhost:smtp [127.0.0.1/25] failed: Connection 
> refused.

You turned off postfix, which listened on localhost:smtp.
If you want to inject into a local MTA from fetchmail, then you need
to have a local MTA.  If you don't want a local MTA then you need to
configure fetchmail to run rt-mailgate directly or via a delivery
agent such as procmail.

>We're looking to deploy a second RT instance for our Service Department 
> (our IT Dept system
>might get rebuilt as I have yet to get an answer from the distro list as 
> to why my file
>attachments can now no longer be over 1MB after a database mangling). 

Are you referring to this question, which was answered last week?
http://lists.bestpractical.com/pipermail/rt-users/2013-May/080290.html

>This ticket desk needs to communicate to clients our on the
>Internet. The thinking was to just have a simple SMTP agent to send
>the mail out & have fetchmail poll the server for incoming versus
>running a full-on mail server.

Postfix is fantastic for this.  It runs trivially in a relay-only-mode
and is much more widely tested and supported than something like
msmtp.

>We run an Exchange server that relays out to a Postfix server, then to the 
> Internet.
> 
>Why is it Postfix is needed? Why can't I have lighter weight agents do the 
> work instead? The
>problem I had with Postfix is for some reason on my new RT system the 
> moment I add the
>smtpd_recipient_restrictions and put anything down there to restrict, 
> Postfix stops working
>completely. I want to control what email addresses leave the system.

So, there was a postfix configuration problem and you've now spent how
many hours trying to set up msmtp instead?

-kevin


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Re: [rt-users] auto-populate email from short username?

[Kevin Falcone]

On Wed, May 15, 2013 at 04:17:53PM -0700, Philip Brown wrote:
> On 5/15/13 3:27 PM, Jok Thuau wrote:
> >It would be an interesting scrip, but I believe you would be able to
> >update the user from a "on create" scrip, and update that one user's email
> >from ldap.
> 
> other than I want this to be "from account name", not "from ldap",
> this sounds fine.:]

As mentioned earlier by my colleague, you can use 
http://bestpractical.com/rt/docs/latest/RT/User.html#CanonicalizeUserInfo-HASH-of-ARGS
to massage the user data during creation.  It used to be quite common
to glue together a few snippets of CanonicalizeUserInfo along with
WebCanonicalizeInfo in order to set up user information after creation
during login.  These days I almost never use those hooks because
people just pull from AD.

> but... isnt an "on create" script, related to *ticket creation*, not
> user creation?

It is.

-kevin


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Re: [rt-users] RT::Extension::QuickUpdate feature request

[Kevin Falcone]

On Tue, May 14, 2013 at 08:51:46AM -0400, Darin Perusich wrote:
> I was wanting to create a feature request for
> RT::Extension::QuickUpdate but there's no project for it in CPAN or
> way to create github issues so I'm posting it here instead.
> 
> I'd like to see QuickUpdate extended to support PriorityAsString's if
> that extension's been enabled, or provide a configuration option to
> enable it. The majority of the time when setting the priority it's
> done via QuickUpdate, users will try and type low|meduim|high into the
> field, and it will unify the Priority display in the UI.

Are you up to sending a GitHub pull request that replaces the line
which displays a text box for the Priority with a call to
SelectPriority?  That's all that should be required to make it work
with PriorityAsString.

-kevin


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Re: [rt-users] __TimeLeft__ no value in the column

[Kevin Falcone]

On Fri, May 10, 2013 at 10:45:59AM +0100, Asanka Gunasekera wrote:
>Hi I have added below to the RT_SiteConfig.pm and all are working fine 
> except the
>"__TimeLeft__" it just come as an empty column, can any one tell me how to 
> rectify this. I am
>using RT4, oracle db and Redhat linux

After fixing several other errors in your format (use __WebPath__
instead of $RT::WebPath and this line is wrong:

   '>Set ($DefaultSearchResultFormat, qq{
>   ' HREF="$RT::WebPath/Ticket/Display.html?id=__id__">__id__/TITLE:#',
>   '__QueueName__',
>   '>
> HREF="$RT::WebPath/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject',
>   '__Status__',
>   '__OwnerName__',
>   '__Priority__',
>   '__CustomField.{SLA}__',
>   '__NEWLINE__',
>   '',
>   '__Requestors__',
>   '__CreatedRelative__',
>   '__ToldRelative__',
>   '__LastUpdatedRelative__',
>   '__Created__/TITLE:Create Date',
>   '__TimeLeft__'
>});


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Re: [rt-users] make upgrade-database error

[Kevin Falcone]

On Fri, May 03, 2013 at 02:47:24PM +0200, Kai Storbeck wrote:
> I dug this thread up from the archives, as I ran into the same error
> while doing a test upgrade.
> 
> IIUC, every CustomFieldValue needs to be updated to contain a
> category field from the old attributes table.

Since this doesn't break on a 'clean' RT 3.8 with categories, I - like
ruz - suspect some bad data in your tables.  I'd like to see what he
requested.

> >SELECT ObjectId, Content FROM Attributes WHERE
> >Name = 'Category' AND  ObjectType = 'RT::CustomFieldValue';

Or potentially a slightly modified form:
SELECT Content, CustomFieldValues.id, CustomFieldValues.Name FROM
Attributes, CustomFieldValues WHERE Attributes.Name = 'Category' AND
ObjectType = 'RT::CustomFieldValue' AND CustomFieldValues.id =
Attributes.ObjectId;

Tweak that to find the places with multiple values.

> Are you sure the original SQL is correct?

The original SQL works fine on a test upgrade.

-kevin


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Re: [rt-users] Problem with multple new tickets on same subject

[Kenneth Crocker]

Setting up response emails to match the workflows is key. You have to
keep the global responses to a minimum and develop based on the
workflow design for each step/queue in the workflow process.

Kenn

Sent from my Windows Phone From: k...@rice.edu
Sent: 5/28/2013 10:42 AM
To: Asif Iqbal
Cc: Kenneth Crocker; rt-users Users
Subject: Re: [rt-users] Problem with multple new tickets on same subject
On Tue, May 28, 2013 at 12:23:59PM -0400, Asif Iqbal wrote:
> On Tue, May 28, 2013 at 12:20 PM, Kenneth Crocker 
> wrote:
>
> > We had the same problem and opted to train our users to NOT use "Reply
> > All" and then we put that instruction in ALL our templates at the top.
> >
> >
>
> We have very little faith in our users. They are very good at ignoring
> instructions.
>
> I am curious what kind of wording you put in your template which you suggest
> to be working.
>

In our case, we tried the discouraging the use of "Reply All" but kept
running into workflows where it was needed unless the entire workflow
was redesigned. After the 2nd reasonable case, we opt-ed for the
programatic solution and everyone is satisfied with it.

Regards,
Ken


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[rt-users] MSMTP works for sending, but receiving is now broken - And why a full MTA?

[Cena, Stephen (ext. 300)]

This is for Asif AND Thomas in regards to my previous email about MSMTP.
 
First, I did manage to get MSMTP working to send email out. While
outgoing mail worked, incoming via fetchmail suddenly stopped
complaining it couldn't bind to 127.0.0.1 port 25:
 
name 0: connection to localhost:smtp [127.0.0.1/25] failed: Connection
refused.

Now, to get to the question Thomas posed to me as well as for
clarification:
 
We're looking to deploy a second RT instance for our Service Department
(our IT Dept system might get rebuilt as I have yet to get an answer
from the distro list as to why my file attachments can now no longer be
over 1MB after a database mangling). This ticket desk needs to
communicate to clients our on the Internet. The thinking was to just
have a simple SMTP agent to send the mail out & have fetchmail poll the
server for incoming versus running a full-on mail server.
 
We run an Exchange server that relays out to a Postfix server, then to
the Internet.
 
Why is it Postfix is needed? Why can't I have lighter weight agents do
the work instead? The problem I had with Postfix is for some reason on
my new RT system the moment I add the smtpd_recipient_restrictions and
put anything down there to restrict, Postfix stops working completely. I
want to control what email addresses leave the system.
 
Stephen Cena
QVII
MIS/IT Dept
850 Hudson Ave.
Rochester, NY. 14620
585-544-0450 x300
s...@qvii.com
"Thank you for helping us help you help us all."
--For email related issues, please contact postmas...@qvii.com
 
 
 


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

Re: [rt-users] Problem with multple new tickets on same subject

[k...@rice.edu]

On Tue, May 28, 2013 at 12:23:59PM -0400, Asif Iqbal wrote:
> On Tue, May 28, 2013 at 12:20 PM, Kenneth Crocker 
> wrote:
> 
> > We had the same problem and opted to train our users to NOT use "Reply
> > All" and then we put that instruction in ALL our templates at the top.
> >
> >
> 
> We have very little faith in our users. They are very good at ignoring
> instructions.
> 
> I am curious what kind of wording you put in your template which you suggest
> to be working.
> 

In our case, we tried the discouraging the use of "Reply All" but kept
running into workflows where it was needed unless the entire workflow
was redesigned. After the 2nd reasonable case, we opt-ed for the
programatic solution and everyone is satisfied with it.

Regards,
Ken


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RT Training in Seattle, June 19-20: http://bestpractical.com/training

[rt-users] best low-cost hosting for RT4

[Steve Hopps]

Can anyone recommend a reliable low cost hosting provider who offers the
features required for a full-featured RT4 install? (including email and
smtp)

I understand Gossamer is the recommended provider of managed hosting, but I
don't need anyone to manage the site for me, I only need it hosted and to
have necessary access rights.

I am hoping to spend less than $10/mo.


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Re: [rt-users] Hardcoded Bookmarked Ticked Rows to 999 by Ruz

[Kevin Falcone]

On Wed, May 08, 2013 at 06:56:25PM +0200, pavel.si...@linuxbox.cz wrote:
>One user complained about broken "Rows per page" in "Bookmarken Tickets". 
> After some searching
>I found this commit in html/Elements/ShowSearch:
>
> [1]https://github.com/bestpractical/rt/commit/00257eac62dd4955934d7350e5a3395e57e0069c#html/Elements/ShowSearch
> 
>It contains hardcoded limit for Bookmarked tickets:
>if ( $_->{'Query'} =~ /__Bookmarked__/ ) {
>$_->{'Rows'} = 999;
>}
>elsif ( $_->{'Query'} =~ /__Bookmarks__/ ) {
>$_->{'Rows'} = 999;
> 
>Is it necessary for some functionality? Is it safe to remove this 
> condition in local copy of
>ShowSearch file?
> 

I suspect this dates from 3.8.0/3.8.1 when Bookmarks were presented as
a very custom search, rather than as "id = '__Bookmarked__'"

While the latter part should remain because it's more or less a dead
path, do you want to try out the following patch and see if it fixes
what your user is seeing? 

https://github.com/bestpractical/rt/commit/240a9e033394a6d95cb2af4ed6ee452b060ef165.patch

You'll want to clear your mason cache and restart apache after
applying.

-kevin


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Description: PGP signature


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Re: [rt-users] Problem with multple new tickets on same subject

[Asif Iqbal]

On Tue, May 28, 2013 at 12:20 PM, Kenneth Crocker wrote:

> We had the same problem and opted to train our users to NOT use "Reply
> All" and then we put that instruction in ALL our templates at the top.
>
>

We have very little faith in our users. They are very good at ignoring
instructions.

I am curious what kind of wording you put in your template which you suggest
to be 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] Problem with multple new tickets on same subject

[Kenneth Crocker]

We had the same problem and opted to train our users to NOT use "Reply
All" and then we put that instruction in ALL our templates at the top.

Kenn

Sent from my Windows Phone From: k...@rice.edu
Sent: 5/28/2013 8:34 AM
To: Asif Iqbal
Cc: rt-users Users
Subject: Re: [rt-users] Problem with multple new tickets on same subject
On Tue, May 28, 2013 at 11:16:03AM -0400, Asif Iqbal wrote:
> On Thu, May 9, 2013 at 1:23 PM, 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 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.
> >
> >
> Can you show what you did different ? I am looking into this code and
> planning to test it out.
>

Our old code only handles the In-Reply-To: header and does not look for
the References: header and uses a direct SQL query to look up the message
ids, yuck. The code at the link above uses the more standard API's. If you
only want to use the In-Reply-To: headers, just delete/comment out the
sections for References:.

Regards,
Ken


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training


-- 
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Re: [rt-users] ShowGlobalTemplates

[Kevin Falcone]

On Wed, Apr 17, 2013 at 12:47:20PM -0500, Russell Jones wrote:
> What does the ShowGlobalTemplates permission actually do? I can't
> seem to find a difference in a user who has it and doesn't have it
> granted.

It's the global variant of the Queue level ShowTemplate.
As opposed to ModifyTemplate, which lets you see and modify templates
(when paired with ExecuteCode) ShowTemplate/ShowGlobalTemplates would
let you see the content of the templates but shouldn't let you modify
them.

-kevin


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Description: PGP signature


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Re: [rt-users] TimedNotifications - RT-Send-Cc broken?

[Kevin Falcone]

On Wed, Apr 24, 2013 at 10:08:31AM -0700, Andrew Marosi wrote:
> I'm following http://requesttracker.wikia.com/wiki/TimedNotifications
> in efforts to setup a crude reminder based off a RT::Search::FromSQL
> query however in the template it has 'RT-Send-Cc: u...@domain.com' and
> that is not working when running the rt-crontool calling the template.
> 
> I get an email as a watcher, but the email contains the RT-Send-Cc
> line of code IN the subject lineWhat am I doing wrong? I've looked
> at the logs in debug mode and included a scrubbed version below.

I'd guess that your RT-Send-Cc: isn't fully flush to the left of your
template and as such RT thinks it is a folded Subject: line.

You may find it easier to implement this type of thing using 
http://bestpractical.com/rt/docs/latest/rt-email-group-admin.html
which allows you to send mail to an arbitrary group of users.

This also avoids recording a comment and instead just sends the mail
since your action is --action RT::Action::NotifyGroup --action-arg
managers

-kevin


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Re: [rt-users] Problem with multple new tickets on same subject

[k...@rice.edu]

On Tue, May 28, 2013 at 11:16:03AM -0400, Asif Iqbal wrote:
> On Thu, May 9, 2013 at 1:23 PM, 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 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.
> >
> >
> Can you show what you did different ? I am looking into this code and
> planning to test it out.
> 

Our old code only handles the In-Reply-To: header and does not look for
the References: header and uses a direct SQL query to look up the message
ids, yuck. The code at the link above uses the more standard API's. If you
only want to use the In-Reply-To: headers, just delete/comment out the
sections for References:.

Regards,
Ken


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

Re: [rt-users] Problem with multple new tickets on same subject

[Asif Iqbal]

On Thu, May 9, 2013 at 1:23 PM, 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 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.
>
>
Can you show what you did different ? I am looking into this code and
planning to test it out.



> Regards,
> Ken
>
>
> --
> RT Training in Seattle, June 19-20: http://bestpractical.com/training




-- 
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] Trace ticket flow when move to another queue

[Ruslan Zakirov]

Hi,

If you don't have adavanced RT customization skills then the easiest way is
to create a custom fields, for example "Originated in", and a scrip that on
create sets the field to name of the queue where ticket was created. All
bits for such scrip are on the wiki in Snippets articles, search, try and
get back to us if you fail.

With such custom field people would be able to search by value of the CF.

With command line script and some SQL magic you can figure out value and
set CF for existing tickets. Magic is required to walk back history
(Transactions table) to get value. Everything else is simple, but first
take care of the scrip as you will need code from the scrip to finish
command line tool.



On Thu, May 9, 2013 at 6:59 AM, nonnick  wrote:

> Hi all,
>
> I want to trace ticket when it's moved to another Queue. This is my
> scenario:
>
> Our RT system have a few queue ( CS, IT, ACC, HR ...)
> Some tickets create in my CS queue and i must change to another queue to
> resolved ticket.
> For example:
>
> TICKETA is created in Queue CS, CS must change that issue to ACC Queue,
> Accountant will see and solve that issue or move it to another Queues (IT,
> HR...) if they could not solve problem, when that issue has been solved
> they
> will comment done and move back CS queue. CS will takes a look and change
> status of TICKETA to resolved.
>
>All that I need is admin of CS Queue can monitor that where's TICKETA
> when it travelling around Queues, what's its status and how much time it
> takes in every Queue. He's just admin of CS Queue and have no privileges in
> another.
>
>   There are so many these case in our RT system, I want admin of CS Queue
> can trace all tickets are originated form his queue and I also want to have
> a search that can overview all these tickets. How long do they hang in a
> queue, how much time it take, and where are they.
>
> I'm newbie here.
> Thanks so much for your help!
> Sorry for my bad in English,
>
> Best Regards,
> Nonnick.
>
>
>
> --
> View this message in context:
> http://requesttracker.8502.n7.nabble.com/Trace-ticket-flow-when-move-to-another-queue-tp53758.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
>
> --
> 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] Getting a comment preview

[Ruslan Zakirov]

On Tue, May 28, 2013 at 3:20 PM, Karmi Simonov  wrote:

>  Hi,
>
> ** **
>
> Since our customers use emails to open tickets and sometimes emails are
> very long, I’ve set “Set($MaxInlineBody, 12000);” and now we get this “Message
> body is not shown because it is too large.” message, with an option to
> download.
>
> I’ve tried finding a way to set some-kind of a preview for these messages,
> but with no luck.
>
> ** **
>
> Is there a parameter I missed \ plugin I can add to have, lets say 5
> lines, of a preview of the transaction text, and the download link as well?
> 
>
> This way, we’ll have the last comment visible, and the whole email to
> download if needed.
>
> ** **
>
> I’m using RT 4.0.12.
>

No, you're not missing. You can set TrustHTMLAttahcments option then your
user would be able to see reply (most probably those are HTML replies), but
this is not safe as that view is not scrubbed from bad HTML.



> 
>
> ** **
>
> Thanks.
>
> ** **
>
> *Karmi Simonov** | **Operations Support Engineer*
>
> *P**A**N**A**Y**A** **Making ERP Easy* | www.panaya.com
>
> ** **
>
>
>
> --
> 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] RT Content NOT LIKE search failed

[Ruslan Zakirov]

Hi,

It works, but in not expected way. It probably finds all tickets that have
at least one reply without the text. You probably want tickets that don't
mention the word at all.

Feel free to file a bug report, but it would be treated as feature request
and I'm pretty sure it wouldn't be implemented in RT 4.0.


On Tue, May 28, 2013 at 5:21 PM, Sergey Putko  wrote:

> Hello,
>
> I found some bug with search on my system:
> perl-5.14.2_3
> rt-4.0.10_1
> percona-server-5.5.31.30.3
>
> I use it without sphinx, in RT_SiteConfig.pm: Set(%FullTextSearch, Enable
>  => 1, Indexed => 0,);
>
> Search like: [Content LIKE 'Intel' AND Status = 'open' AND Queue =
> 'support']  showed me ticket with ids: 15, 18, 26
> When I need search and not include "Intel" in result: [Content NOT LIKE
> 'Intel' AND (  Status = 'open' AND Queue = 'support' )] its showed me
> ticket ids: 10, 11, 12, 13, 15, 17,18,22, 25,26,28,30
>
> So "NOT LIKE" doesn't works . For Subject its works, only with Content I
> see fails.
>
> Maybe I'm wrong? But I see something error like this in this thread:
> http://comments.gmane.org/gmane.comp.bug-tracking.request-tracker.devel/6725
>
> Thanks.
>
>
> --
> 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] Problems upgrading from 3.9.3

[Ruslan Zakirov]

On Tue, May 28, 2013 at 5:59 PM, saxmad  wrote:

> Thanks to all, but especially Ruslan.
>
> Upgrading that perl module to the latest version did indeed fix the issue
> and I was able to do a full migration from 3.6.7 to 4.0.7 on Postgresql
> 9.2.
>
>
Good to know. We're planning to updated upgrade scripts so they throw more
meaningful errors in this situation. We can not bump dependency for all
users on Pg.


>
>
> --
> View this message in context:
> http://requesttracker.8502.n7.nabble.com/Problems-upgrading-from-3-9-3-tp53543p54053.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
>
> --
> 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] MSMTP doesn't run

[Cena, Stephen (ext. 300)]

It looks like it was a configuration issue. I changed some file
permissions & dropped authentication and it is working fine, but is
causing a new problem. Will start a new thread for that.
 
Stephen Cena
QVII
MIS/IT Dept
850 Hudson Ave.
Rochester, NY. 14620
585-544-0450 x300
s...@qvii.com
"Thank you for helping us help you help us all."
--For email related issues, please contact postmas...@qvii.com


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

Re: [rt-users] Problems upgrading from 3.9.3

[saxmad]

Thanks to all, but especially Ruslan.

Upgrading that perl module to the latest version did indeed fix the issue
and I was able to do a full migration from 3.6.7 to 4.0.7 on Postgresql 9.2.



--
View this message in context: 
http://requesttracker.8502.n7.nabble.com/Problems-upgrading-from-3-9-3-tp53543p54053.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


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Re: [rt-users] Communication between RT and Zendesk

[Jok Thuau]

I am using procmail to change the address before mail reaches rt. I'm using 
(almost successfully) command by mail on both sides to update requesters and 
queue based on the content of the email. 

There is a workflow in zen desk to close the ticket there and send an email 
with tags at the top to rt, where procmail/scripts take care of cleaning up. 

Jok

On May 28, 2013, at 4:03 AM, "Lars Reimann"  wrote:

> Hi all,
> 
> we have been asked if RT works (well) together with Zendesk. I wanted to ask 
> you all, if you have had previous experience with this.
> 
> On my first impression, this could be difficult, since Zendesk uses the 
> relation between reply and Ticket assoziation in the reply-to address 
> (support+id...@subdomain.zendesk.com).
> 
> Any experiences with this?
> 
> greetings,
> l.r.
> 
> 
> -- 
> RT Training in Seattle, June 19-20: http://bestpractical.com/training


-- 
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[rt-users] RT Content NOT LIKE search failed

[Sergey Putko]

Hello,

I found some bug with search on my system:
perl-5.14.2_3
rt-4.0.10_1
percona-server-5.5.31.30.3

I use it without sphinx, in RT_SiteConfig.pm: Set(%FullTextSearch, Enable  => 
1, Indexed => 0,);

Search like: [Content LIKE 'Intel' AND Status = 'open' AND Queue = 'support']  
showed me ticket with ids: 15, 18, 26 
When I need search and not include "Intel" in result: [Content NOT LIKE 'Intel' 
AND (  Status = 'open' AND Queue = 'support' )] its showed me ticket ids: 10, 
11, 12, 13, 15, 17,18,22, 25,26,28,30

So "NOT LIKE" doesn't works . For Subject its works, only with Content I see 
fails.

Maybe I'm wrong? But I see something error like this in this thread: 
http://comments.gmane.org/gmane.comp.bug-tracking.request-tracker.devel/6725

Thanks.

smime.p7s
Description: S/MIME cryptographic signature


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[rt-users] Getting a comment preview

[Karmi Simonov]

Hi,

Since our customers use emails to open tickets and sometimes emails are very 
long, I've set "Set($MaxInlineBody, 12000);" and now we get this "Message body 
is not shown because it is too large." message, with an option to download.
I've tried finding a way to set some-kind of a preview for these messages, but 
with no luck.

Is there a parameter I missed \ plugin I can add to have, lets say 5 lines, of 
a preview of the transaction text, and the download link as well?
This way, we'll have the last comment visible, and the whole email to download 
if needed.

I'm using RT 4.0.12.

Thanks.

Karmi Simonov | Operations Support Engineer
PANAYA Making ERP Easy | www.panaya.com



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[rt-users] Communication between RT and Zendesk

[Lars Reimann]

Hi all,

we have been asked if RT works (well) together with Zendesk. I wanted to 
ask you all, if you have had previous experience with this.


On my first impression, this could be difficult, since Zendesk uses the 
relation between reply and Ticket assoziation in the reply-to address 
(support+id...@subdomain.zendesk.com).


Any experiences with this?

greetings,
l.r.


--
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