Re: [rt-users] Module::Install::RTx install paths

2013-05-29 Thread Maciej Dobrzanski 
Thomas,

> Modern versions of Module::Install::RTx install all extension data into
local/plugins/Extension-Name/.

Looks like I was using an outdated version of the module. I have no
experience with these kinds of things in Perl, so thanks for all tips.

Regards,
Maciek





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[rt-users] Message autosave

2013-05-29 Thread Chris Herrmann 
Firefox extension Lazarus does this in all sites. 

Regular bacon saver. 


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


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[rt-users] ShowStatusInColour - a little help needed with the code to make the subject colourized

2013-05-29 Thread David Lane (IT Support) 
Hi guys

I had this working about 5 years ago but can't get it right

I want to make http://requesttracker.wikia.com/wiki/ShowStatusInColor

Make the Subject and maybe the ticket ID show the colour the priority has

so we have... from the wiki...


if ($colors) {
$priority = "$priority"
}

return \"$priority";
  }

  # Comment out any line to disable colour change.
  $COLUMN_MAP->{Priority}->{value} = \&PriorityInColor;



If we can decide how to spell Colour that is (even my spellchecker
gets confused uk/us spelling)

Thanks in advance

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[rt-users] [rt-announce] Reminder: We're coming to Seattle for our next public RT training!

2013-05-29 Thread Talena Gandy 
Greetings!

Our next public RT training is happening in Seattle on June 19th and 20th. Join 
us and learn from the experts how to get the most out of RT as a user and 
administrator, as well as a preview of what's to come in RT 4.2. Whether you're 
a native of the Pacific Northwest or will be flying in from afar, you'll leave 
our two-day training class with a much better understanding of the features, 
functionality, and administration of RT. 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.

The cost of the class includes training materials, a continental breakfast and 
an afternoon snack. Please note that lunch will not be provided.

Cost:
Single Day - $995
Both Days - $1495 (25% savings) 

Interested? Contact us at train...@bestpractical.com or register now at 
https://shop.bestpractical.com/#Training. Seats are limited, so sign up soon to 
guarantee your seat!

Have a great day!

Best Practical Solutions 

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Re: [rt-users] RT at a Glance error after upgrade from 4.011 to 4.0.12

2013-05-29 Thread Thomas Sibley 
On 05/29/2013 10:43 AM, Kevin wrote:
> I am using the default English no language changes have been done.
> 
> Attached are the files requested as well as the rt.log.
> 
> MyRT.html   
> SearchesForObject
>   
> 
> rt.log.gz   

I'm stumped, and despite multiple reports unable to reproduce the
problem in other RTs.  Can you add the following line to
share/html/Admin/Global/MyRT.html:

use Data::Dumper; warn Dumper($_);

Add it right after the line which reads:

my ( $desc, $loc_desc, $search ) = @$_;

Then clear your mason cache (rm -rf var/mason_data/obj) and restart RT.

The logs should have the new Data::Dumper output you added when you hit
Configuration -> Global -> RT At a Glance.  Send the full logs that are
output.

Thomas


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Re: [rt-users] Fetchmail & Exchange 2003 have stopped playing nicely

2013-05-29 Thread Cena, Stephen (ext. 300) 
Wow; looks like it was just the account names were too long. I've
deleted all of them & re-created them and all appears to be OK.
*head scratching*
 
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
 
 
 


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

2013-05-29 Thread Riggle, Kevin 
On 2013-5-29 8:56 AM, "Ruslan Zakirov"  wrote:

>On Wed, May 29, 2013 at 3:41 AM, Thomas Sibley 
>wrote:
>
>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().
>
>
>
>Either step can adjust MIME::Entity and actually ApplyBeforeDecode is not
>the right place. This stage is for plugins that want access to mail as it
>was including content transfer encoding.
>
>What kind of defanging do you want to achieve?

Approximately s#http://malicious.example.com/foo/bar#hXXp :// malicious
[.] example [.] com / foo / bar#, over the entire message.  (I'll actually
build it with Regexp::Common::URI, of course.)

- Kevin



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[rt-users] Fetchmail & Exchange 2003 have stopped playing nicely

2013-05-29 Thread Cena, Stephen (ext. 300) 
Now my fetchmail services on both servers no longer work. I keep getting
authentication errors:
 
http://www.fetchmail.info/fetchmail-FAQ.html#R15
 
Nothing I'm trying seems to work correctly. I'm guessing it's security
patches on our Exchange server because this was working fine on our
first server for over a year.
 
I'm Google-ing RT and Exchange and not coming up with anything. Does
anyone have any suggestions or links? Thanks!
 
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
 
 
 


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Re: [rt-users] RT at a Glance error after upgrade from 4.011 to 4.0.12

2013-05-29 Thread Kevin 
I am using the default English no language changes have been done.

Attached are the files requested as well as the rt.log.

MyRT.html   
SearchesForObject
  

rt.log.gz   





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

2013-05-29 Thread Thomas Sibley 
On 05/29/2013 04:53 AM, Cena, Stephen (ext. 300) wrote:
> Postfix IRC channel & they felt a full-blown MTA was overkill, so I

Unfortunately the Postfix folks, while well intentioned, probably don't
understand the behaviour and requirements of RT.  Rest assured that a
full blown MTA isn't overkill here, and is indeed the recommended
practice.  You can tell your paranoid-prone boss that using Postfix is
way more reliable than msmtp.  He wants RT to be reliable, right?  :)

> -I didn't spend too long with MSMTP. It was at least good exposure to
> it, as I'd never heard of it before. What's bugging me is why I can't
> use any of the smtp_recipient_restrictions on the server.

You probably can.  You didn't mention what error you ran into, but it's
likely no more than configuration error.  There are many folks
knowledgeable about Postfix on this list, although Postfix config is
semi-off topic.  Give #postfix (or whatever the postfix help channel is)
another shot, and come back to us if they insist on badgering about
non-postfix options rather than helping. ;)

Thomas


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Re: [rt-users] Module::Install::RTx install paths

2013-05-29 Thread Thomas Sibley 
On 05/29/2013 06:24 AM, Maciej Dobrzanski wrote:
> While converting our customizations into proper extensions I discovered that
> the installer, which I grabbed from other existing extensions, writes files
> into both release as well as local code trees. This way modules from 'lib'
> always go to rt/local/lib/RT, but everything from 'html' such as Mason
> files, CSS, Javascript end up in rt/html instead of rt/local/html. The
> culprit appears to be here:

What RT version are you running?

Modern versions of Module::Install::RTx install all extension data into
local/plugins/Extension-Name/.

If you're seeing extension files installed into local/{lib,html} or
html/ then I suspect you're using an old version of
Module::Install::RTx, or perhaps a very old version of RT.

Rather than copying inc/ from another extension, you're better off
installing Module::Install::RTx from CPAN and then writing and running a
Makefile.PL which uses it.  When you run it, it'll populate inc/ with
the latest code.  You should also make sure that a inc/.author directory
exists for module authors _only_ since it will tell Module::Install to
regenerate files that it wouldn't otherwise do.

This draft documentation for writing extensions may be of help:
https://github.com/bestpractical/rt/blob/4.0/writing-rt-extensions-doc/docs/writing-extensions.pod



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Re: [rt-users] RT at a Glance error after upgrade from 4.011 to 4.0.12

2013-05-29 Thread Thomas Sibley 
On 05/29/2013 08:00 AM, Kevin wrote:
> When tailing the log and trying to access the rt at a glance from the root
> user and menu section Tools > Configuration > Global > RT at a Glance  I get
> the following error in the log, no other messages come from the log 
> 
> [Wed May 29 14:57:54 2013] [error]: Can't call method "Content" on an
> undefined value at /opt/rt4/share/html/Admin/Global/MyRT.html line 69.
> 
> Stack:
>   [/opt/rt4/share/html/Admin/Global/MyRT.html:69]
>   [/opt/rt4/share/html/Admin/autohandler:49]
>   [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:635]
>   [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335]
>   [/opt/rt4/share/html/autohandler:53]
> (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208)

Please send to the list two files:

/opt/rt4/share/html/Admin/Global/MyRT.html
/opt/rt4/share/html/Search/Elements/SearchesForObject

Additionally, in which language do you use RT?


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Re: [rt-users] RT at a Glance error after upgrade from 4.011 to 4.0.12

2013-05-29 Thread Kevin 
Can any one provide any insight as to why this is not working? I have since
upgraded to 4.0.13 and the issue still exist. I have also notice that when
logged in as user the rt at a glance is not working correctly with searches
that were set up for Un owned ticket

Also this issue exist for me in both y test env and my production env, both
were upgraded at the same time.

When tailing the log and trying to access the rt at a glance from the root
user and menu section Tools > Configuration > Global > RT at a Glance  I get
the following error in the log, no other messages come from the log 

[Wed May 29 14:57:54 2013] [error]: Can't call method "Content" on an
undefined value at /opt/rt4/share/html/Admin/Global/MyRT.html line 69.

Stack:
  [/opt/rt4/share/html/Admin/Global/MyRT.html:69]
  [/opt/rt4/share/html/Admin/autohandler:49]
  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:635]
  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335]
  [/opt/rt4/share/html/autohandler:53]
(/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208)




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Re: [rt-users] Conditional Custom Fields

2013-05-29 Thread Emmanuel Lacour 
On Thu, May 23, 2013 at 04:52:17PM +1200, Chris Foster wrote:
> 
>I am trying to setup against ticket in a certain queue where a group of
>custom fields show based on a value of another custom field (as a
>combobox).  This is so that it prompts users to fill out the relevant
>custom fields only not all of the custom fields.  I have all of the custom
>fields all setup and each field generally has a standard prefix in the
>field name, so this hopefully should make it easier to group the relevant
>custom fields.  How would I go round in doing this as I have looked in the
>wiki and mailing list archives to no avail?  We are using RT 4.0.12 and I
>am new to RT.
> 


There is no standard way in RT to "display" some CF based on values of
another CF. There is only the CF Categories which allows you to display
a CF *values* based on another CF values (see Based On and Category
fields in CF modify page).

To do the first you have to hack RT which is not that hard if you know
perl and html/js ;)


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Re: [rt-users] RT-Send-Cc bug in 4.0.13 ?

2013-05-29 Thread Emmanuel Lacour 
On Wed, May 29, 2013 at 01:48:11PM +0200, Albert Shih wrote:
> Hi
> 
> In fact I don't known if it's a bug from 4.0.13 because it's not a feature
> we use a lot. But it's not working in 4.0.13
> 
> When we use the web interface to create a response (or comment) we can
> add a new recipients. When we do that in the web interface we can see in
> the history something like
> 
> RT-Send-Cc : the_address(or list of)_we_add
> 
> but since  version the mail isn't send. I activate debug mode in the
> RT_SiteConfig and see nothing, no error, but no trying to send the message
> either. 
> 


Do you have scrips that notify "Other recipients". Those are not the
same as Cc/AdminCc/Requestor/...

On a stock RT 4.0.13 install you should have:

{ Name=> 'Notify Other Recipients as Comment',# loc
  Description => 'Sends mail to explicitly listed Ccs and Bccs',  # loc
  ExecModule  => 'NotifyAsComment',
  Argument=> 'OtherRecipients' },

{ Name=> 'Notify Other Recipients',   # loc
  Description => 'Sends mail to explicitly listed Ccs and Bccs',  # loc
  ExecModule  => 'Notify',
  Argument=> 'OtherRecipients' },


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[rt-users] Module::Install::RTx install paths

2013-05-29 Thread Maciej Dobrzanski 
Hello,

While converting our customizations into proper extensions I discovered that
the installer, which I grabbed from other existing extensions, writes files
into both release as well as local code trees. This way modules from 'lib'
always go to rt/local/lib/RT, but everything from 'html' such as Mason
files, CSS, Javascript end up in rt/html instead of rt/local/html. The
culprit appears to be here:

$RT::LocalVarPath  ||= $RT::VarPath;
$RT::LocalPoPath   ||= $RT::LocalLexiconPath;
$RT::LocalHtmlPath ||= $RT::MasonComponentRoot;
$RT::LocalLibPath  ||= "$RT::LocalPath/lib";

I am wondering if this is intentional for some reason or should
$RT::LocalHtmlPath actually be set to $RT::LocalMasonComponentRoot?

Regards,
Maciek



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

2013-05-29 Thread Ruslan Zakirov 
On Wed, May 29, 2013 at 3:41 AM, Thomas Sibley wrote:

> 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().
>

Either step can adjust MIME::Entity and actually ApplyBeforeDecode is not
the right place. This stage is for plugins that want access to mail as it
was including content transfer encoding.

What kind of defanging do you want to achieve?

-- 
Best regards, Ruslan.


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Re: [rt-users] Moving a ticket to a new queue , assign to the owner of the queue

2013-05-29 Thread Ruslan Zakirov 
On Wed, May 29, 2013 at 1:56 PM, globo wrote:

> Hi,
>
> I currently have three queues setup. Each department has there own queue
> and
> own login.
>
> Queue A - Owner A
> Queue B - Owner B
> Queue C - Owner C
>
> Example
>
> A ticket is logged  into queue A , queue A does there work and then has an
> option to assign the ticket to queue B or C and the also to the owner of B
> or C
>
> The issue I am having is that queue A can assign the ticket to queue B but
> put the owner as queue C
>
> I need a script to make sure that if you assign a ticket to queue B that
> you
> must set the owner as owner B and if you set them incorrectly to prompts
> you
> that this is not possible
>
> Any help much appreciated
>
>
If you give away OwnTicket right properly then people wouldn't be able to
make mistake. They just wouldn't be able to own tickets in wrong queues.


>
>
>
> --
> View this message in context:
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> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
>
> --
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>



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[rt-users] RT-Send-Cc bug in 4.0.13 ?

2013-05-29 Thread Albert Shih 
Hi

In fact I don't known if it's a bug from 4.0.13 because it's not a feature
we use a lot. But it's not working in 4.0.13

When we use the web interface to create a response (or comment) we can
add a new recipients. When we do that in the web interface we can see in
the history something like

RT-Send-Cc : the_address(or list of)_we_add

but since  version the mail isn't send. I activate debug mode in the
RT_SiteConfig and see nothing, no error, but no trying to send the message
either. 

If we add the new recipients from "Jumbo" or "People" it's working the mail
is send. 

Any idea ? 

Regards.

JAS

-- 
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Observatoire de Paris
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France
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Heure local/Local time:
mer 29 mai 2013 13:40:05 CEST


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

2013-05-29 Thread Cena, Stephen (ext. 300) 
Kevin -

-I've got Postfix running on my IT Helpdesk system and its running fine.
When I was having the smtp_recipient_restriction issue I went to the
Postfix IRC channel & they felt a full-blown MTA was overkill, so I
checked out MSMTP. My boss is uber paranoid when it comes to security so
anything I could do to reduce services that needed to be run was
desirable.
-I apologize for the repeat database question. I'd been checking the
incoming emails but that one got by me. It's possible that is what
happened. I've just upped max_allowed_packet in my MySQL.ini file from
4M to 10MB. I also had disastrous luck trying to migrate MySQL to
MariaDB & thought that might have had something to do with it. I also
explicitly put MaxAttachmentSize in my RT_SiteConfig.pm and also set to
10MB. I'll test that soon.
-I didn't spend too long with MSMTP. It was at least good exposure to
it, as I'd never heard of it before. What's bugging me is why I can't
use any of the smtp_recipient_restrictions on the server. In my eyes,
those bases are already covered by our Exchange server and our Postfix
mail relay. They've already been configured to deal with incorrect mail
(sending out mail that isn't from our domain, etc.) but my boss is a
die-hard security nut. Having gone through all of this now, I'm just
going to stick with Postfix on the RT server and leave the mail
protection to the others.

Thanks to everyone for the help & I apologize for the duplicate
questions.

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


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[rt-users] Moving a ticket to a new queue , assign to the owner of the queue

2013-05-29 Thread globo 
Hi, 

I currently have three queues setup. Each department has there own queue and
own login. 

Queue A - Owner A
Queue B - Owner B
Queue C - Owner C

Example 

A ticket is logged  into queue A , queue A does there work and then has an
option to assign the ticket to queue B or C and the also to the owner of B
or C 

The issue I am having is that queue A can assign the ticket to queue B but
put the owner as queue C 

I need a script to make sure that if you assign a ticket to queue B that you
must set the owner as owner B and if you set them incorrectly to prompts you
that this is not possible 

Any help much appreciated 





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[rt-users] Extract attachment / image from

2013-05-29 Thread Alexander Kucheryuk 

Is it possible to extract attachments into articles ?

I have created necessary fields for articles but the content of article 
(attachment part) shows up as "This transaction appears to have no content".



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