[rt-users] New action and ticket status
Hi, I am using RT 4 and I my magement wants me to add new status and a action to say Waitng on Customer to respond I am trying this using LifeCycles but I am getting no ware. Am I doing the right thing (to use LifeCycles)? I am not sure if the above information is enough? Thanks and Regards
Re: [rt-users] New action and ticket status
Hi just some more information I am using RT 4.0.15 Documentation Customizing/Lifecycles as a guid but I am using RT 4.0.1 Regards From: Asanka Gunasekera asanka_gunasek...@yahoo.co.uk To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Friday, 26 July 2013, 15:33 Subject: New action and ticket status Hi, I am using RT 4 and I my magement wants me to add new status and a action to say Waitng on Customer to respond I am trying this using LifeCycles but I am getting no ware. Am I doing the right thing (to use LifeCycles)? I am not sure if the above information is enough? Thanks and Regards
[rt-users] RT4 and HTML links / email
Now that I have RT4 working well, how do I enable some kind of link in the outgoing emails, so users can click to visit the site and go directly to the ticket? (also possibly need to enable HTML email?) Thanks!
[rt-users] Two Annoying Messages in the logs
Hi, I run RT (upgraded to 4.0.15 today), but this is a small issue I've always had with my set up. I always get the following in my apache errorlogs: [Fri Jul 26 09:05:14 2013] [warning]: The requested port (80) does NOT match the configured WebPort (443). Perhaps you should Set($WebPort, 80); in RT_SiteConfig.pm, otherwise your internal links may be broken. (/usr/local/rt/sbin/../lib/RT/Interface/Web.pm:1232) [Fri Jul 26 09:05:14 2013] [warning]: The requested path (/ticket/) does NOT match the configured WebPath (/ticket). Perhaps you should Set($WebPath, '/ticket/'); in RT_SiteConfig.pm, otherwise your internal links may be broken. (/usr/local/rt/sbin/../lib/RT/Interface/Web.pm:1248) The first one is because RT sits behind a reverse proxy which strips SSL, therefore WebPort 443 is correct, as is setting the port to 80 locally in the web server configuration. So the warning is wrong in this case. The second one seems to be required, rt moans about the configured WebPath missing the trailing slash, but I seem to remember that I needed to configure it this way to correctly get the reverse proxy to fix up the links in responses. Would be nice to somehow eliminate these warnings from a future release or RT. -- Regards, Giles Coochey, CCNP, CCNA, CCNAS NetSecSpec Ltd +44 (0) 7983 877438 http://www.coochey.net http://www.netsecspec.co.uk gi...@coochey.net smime.p7s Description: S/MIME Cryptographic Signature
Re: [rt-users] Notify via SMS if ticket Subject =~ /urgent/i
On Thu, Jul 25, 2013 at 01:15:33PM -0400, EJ Marmonti wrote:
The portion of sending the SMS message itself I figured out so that's less
of a concern - in
the template, I just CC the sms address (if Action=Notify AdminCCs', this
works), though I am
open to other suggestions. It's the scrip itself that I'm really having
issues with.
What I have so far:
Description: On create URGENT, notify SMS
Condition: On Transaction
Action: User Defined
Template: On Create Urgent ticket, notify SMS
Stage: TransactionCreate
If you have an Action of User Defined, your Template isn't going to be
used unless you're loading it up and sending mail manually.
It sounds to me like you actually wanted
Condition: User Defined
Action: Notify Other Recipieints or Notify Ccs or a custom notify
action created with
http://bestpractical.com/docs/rt/latest/rt-email-group-admin.html
You can combine your Custom action prep code and Custom action cleanup
code into that condition, although I am a little confused. You
apparently only want to check the subject if the status of the ticket
changes (rather than say when the ticket is created?) but that may be
what you wanted.
-kevin
===Custom condition: n/a
===Custom action prep code:
my $txn = $self-TransactionObj;
my $type = $txn-Type;
return 0 unless $type eq Status
|| ( $type eq 'Set' $txn-Field eq 'Status');
return 0 unless $txn-NewValue eq new;
===Custom action cleanup code:
my $subject = $self-TicketObj-Subject;
if ($subject =~ /urgent/i) {
return 1;
}
else {
return 0;
}
I found some decent references out there, but this isn't sending the
notification and I'm
stumped. I know there are many people out there who have done the
equivalent of what I'm
trying to accomplish.
Thanks
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Re: [rt-users] Migration Prep
On Thu, Jul 25, 2013 at 01:47:07PM -0700, Paul O'Rorke wrote: I meant the README Docs in the installer archive mostly. My concern with the migration is that I used custom statuses for queues and I have to now use the LifeCycle set up. I wasn't sure how the DB restore would go because I imagine I'm going to have different fields in my database than what 4.0.18 expects. Anyway - installing 4.0.14 on my new server now and will get back I'm sure if I run into any troubles... To start, just port your custom statuses to LifeCycles. That should be as easy as adding them to the active and inactive lists and defining some transitions. Once you're migrated, you can deal with tweaking them to be more complicated. -kevin pgpWlwow9Jvs6.pgp Description: PGP signature
Re: [rt-users] Two Annoying Messages in the logs
On Fri, Jul 26, 2013 at 01:23:32PM +0100, Giles Coochey wrote: I run RT (upgraded to 4.0.15 today), but this is a small issue I've always had with my set up. I always get the following in my apache errorlogs: You should get these once per process startup, yes? [Fri Jul 26 09:05:14 2013] [warning]: The requested port (80) does NOT match the configured WebPort (443). Perhaps you should Set($WebPort, 80); in RT_SiteConfig.pm, otherwise your internal links may be broken. (/usr/local/rt/sbin/../lib/RT/Interface/Web.pm:1232) [Fri Jul 26 09:05:14 2013] [warning]: The requested path (/ticket/) does NOT match the configured WebPath (/ticket). Perhaps you should Set($WebPath, '/ticket/'); in RT_SiteConfig.pm, otherwise your internal links may be broken. (/usr/local/rt/sbin/../lib/RT/Interface/Web.pm:1248) The first one is because RT sits behind a reverse proxy which strips SSL, therefore WebPort 443 is correct, as is setting the port to 80 locally in the web server configuration. So the warning is wrong in this case. The second one seems to be required, rt moans about the configured WebPath missing the trailing slash, but I seem to remember that I needed to configure it this way to correctly get the reverse proxy to fix up the links in responses. Would be nice to somehow eliminate these warnings from a future release or RT. What are you using to reverse proxy? These warnings imply that you've got something which isn't passing any headers that we would expect. In particular, if we detect proxying, we don't do the second check. You can see the relevant code and headers here: https://github.com/bestpractical/rt/blob/stable/lib/RT/Interface/Web.pm#L1226 -kevin pgp8gK0iXKBII.pgp Description: PGP signature
Re: [rt-users] Two Annoying Messages in the logs
On 26/07/2013 14:09, Kevin Falcone wrote: On Fri, Jul 26, 2013 at 01:23:32PM +0100, Giles Coochey wrote: I run RT (upgraded to 4.0.15 today), but this is a small issue I've always had with my set up. I always get the following in my apache errorlogs: You should get these once per process startup, yes? Yes. What are you using to reverse proxy? These warnings imply that you've got something which isn't passing any headers that we would expect. In particular, if we detect proxying, we don't do the second check. You can see the relevant code and headers here: https://github.com/bestpractical/rt/blob/stable/lib/RT/Interface/Web.pm#L1226 -kevin OK, For info: 1. squid strips the SSL and does caching, it then gets passed to... 2. apache reverse proxy which does other things. I expect that they're both set up to not insert FORWARDED_FOR headers... I will check. Thanks for the info, I can probably fix that. -- Regards, Giles Coochey, CCNP, CCNA, CCNAS NetSecSpec Ltd +44 (0) 8444 780677 +44 (0) 7983 877438 http://www.netsecspec.co.uk giles.cooc...@netsecspec.co.uk -- Regards, Giles Coochey, CCNP, CCNA, CCNAS NetSecSpec Ltd +44 (0) 8444 780677 +44 (0) 7983 877438 http://www.coochey.net http://www.netsecspec.co.uk gi...@coochey.net smime.p7s Description: S/MIME Cryptographic Signature
Re: [rt-users] Two Annoying Messages in the logs
On 26/07/2013 14:09, Kevin Falcone wrote: On Fri, Jul 26, 2013 at 01:23:32PM +0100, Giles Coochey wrote: I run RT (upgraded to 4.0.15 today), but this is a small issue I've always had with my set up. I always get the following in my apache errorlogs: You should get these once per process startup, yes? [Fri Jul 26 09:05:14 2013] [warning]: The requested port (80) does NOT match the configured WebPort (443). Perhaps you should Set($WebPort, 80); in RT_SiteConfig.pm, otherwise your internal links may be broken. (/usr/local/rt/sbin/../lib/RT/Interface/Web.pm:1232) [Fri Jul 26 09:05:14 2013] [warning]: The requested path (/ticket/) does NOT match the configured WebPath (/ticket). Perhaps you should Set($WebPath, '/ticket/'); in RT_SiteConfig.pm, otherwise your internal links may be broken. (/usr/local/rt/sbin/../lib/RT/Interface/Web.pm:1248) The first one is because RT sits behind a reverse proxy which strips SSL, therefore WebPort 443 is correct, as is setting the port to 80 locally in the web server configuration. So the warning is wrong in this case. The second one seems to be required, rt moans about the configured WebPath missing the trailing slash, but I seem to remember that I needed to configure it this way to correctly get the reverse proxy to fix up the links in responses. Would be nice to somehow eliminate these warnings from a future release or RT. What are you using to reverse proxy? These warnings imply that you've got something which isn't passing any headers that we would expect. In particular, if we detect proxying, we don't do the second check. OK, but I should still expect the warnings at startup? I've done a packet capture and noted that I have all these headers set: X-Forwarded-For: (a comma seperated list of IPs, original client and the squid server) X-Forwarded-Host: (a hostname matching the proxying host reverse lookup) X-Forwarded-Server: (a hostname matching the proxying host reverse lookup) I'm guessing that at startup there have not been any requests, so I will still get the warnings? -- Regards, Giles Coochey, CCNP, CCNA, CCNAS NetSecSpec Ltd +44 (0) 8444 780677 +44 (0) 7983 877438 http://www.coochey.net http://www.netsecspec.co.uk gi...@coochey.net smime.p7s Description: S/MIME Cryptographic Signature
Re: [rt-users] WebUI
I would like Different “Custom Fields” “Customized layouts for what is presented” Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com] Sent: Thursday, July 25, 2013 10:15 PM To: Bryon Baker Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] WebUI Different how? Ruslan from phone. 26.07.2013 0:48 пользователь Bryon Baker bba...@copesan.commailto:bba...@copesan.com написал: To All Is it possible to have a different WebUI based on the domain of the authenticated user? If so can someone give the direction to take. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 . 262-783-6261 ext. 2296 bba...@copesan.commailto:bba...@copesan.com www.copesan.comhttp://www.copesan.com Servicing North America with Local Care
[rt-users] QuickSearch
Is it possible to change the fields displayed in the QuickSearch panel? I would like to remove Stalled and added Closed I am running version RT 4.0.13 Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 . 262-783-6261 ext. 2296 bba...@copesan.com www.copesan.com Servicing North America with Local Care
Re: [rt-users] Notify via SMS if ticket Subject =~ /urgent/i
Kevin:
Unfortunately following your suggestion didn't help.
The reason I check for a status change = new (rather than Condition=On
Create) is because the latter will send me an SMS everytime any ticket is
opened, regardless of the subject contents (as I would expect it to do
given that it says to *Use these fields when you choose 'User Defined' for
a condition or action).
*So what I'm not sure of is if I have a fundamental misunderstanding of how
this is supposed to work, or perhaps something with the way I'm trying to
search for the word 'urgent' in the subject is not correct - ie: where
should that bit of code go if Condition=On Create?
For what I'm trying to accomplish, might it be better to create a custom
Condition?
ie:
rt-setup-database --action insert --datafile
/usr/local/rt/lib/RT/Condition/Foo.pm?
In that case, should it in theory show up as an available action from the
drop-down of available actions?
Thanks
Date: Fri, 26 Jul 2013 08:52:37 -0400
From: Kevin Falcone falc...@bestpractical.com
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Notify via SMS if ticket Subject =~ /urgent/i
Message-ID: 20130726125237.gr22...@jibsheet.com
Content-Type: text/plain; charset=us-ascii
On Thu, Jul 25, 2013 at 01:15:33PM -0400, EJ Marmonti wrote:
The portion of sending the SMS message itself I figured out so that's
less of a concern - in
the template, I just CC the sms address (if Action=Notify AdminCCs',
this works), though I am
open to other suggestions. It's the scrip itself that I'm really
having issues with.
What I have so far:
Description: On create URGENT, notify SMS
Condition: On Transaction
Action: User Defined
Template: On Create Urgent ticket, notify SMS
Stage: TransactionCreate
If you have an Action of User Defined, your Template isn't going to be
used unless you're loading it up and sending mail manually.
It sounds to me like you actually wanted
Condition: User Defined
Action: Notify Other Recipieints or Notify Ccs or a custom notify
action created with
http://bestpractical.com/docs/rt/latest/rt-email-group-admin.html
You can combine your Custom action prep code and Custom action cleanup
code into that condition, although I am a little confused. You
apparently only want to check the subject if the status of the ticket
changes (rather than say when the ticket is created?) but that may be
what you wanted.
-kevin
===Custom condition: n/a
===Custom action prep code:
my $txn = $self-TransactionObj;
my $type = $txn-Type;
return 0 unless $type eq Status
|| ( $type eq 'Set' $txn-Field eq 'Status');
return 0 unless $txn-NewValue eq new;
===Custom action cleanup code:
my $subject = $self-TicketObj-Subject;
if ($subject =~ /urgent/i) {
return 1;
}
else {
return 0;
}
I found some decent references out there, but this isn't sending the
notification and I'm
stumped. I know there are many people out there who have done the
equivalent of what I'm
trying to accomplish.
Thanks
-- next part --
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Re: [rt-users] Notify via SMS if ticket Subject =~ /urgent/i
Please obey the Reply-To. Sending me personal mail when I read the list is rude. On Fri, Jul 26, 2013 at 03:54:43PM -0400, EJ Marmonti wrote: Unfortunately following your suggestion didn't help. Except you didn't follow my suggestions. The reason I check for a status change = new (rather than Condition=On Create) is because the latter will send me an SMS everytime any ticket is opened, regardless of the subject contents (as I would expect it to do given that it says to Use these fields when you choose 'User Defined' for a condition or action). So what I'm not sure of is if I have a fundamental misunderstanding of how this is supposed to work, or perhaps something with the way I'm trying to search for the word 'urgent' in the subject is not correct - ie: where should that bit of code go if Condition=On Create? You're misunderstanding how this is supposed to work. You're writing a custom action that checks a condition and then does nothing. Instead, write a custom condition that checks your condition and then use the build in notification actions. It sounds to me like you actually wanted Condition: User Defined Action: Notify Other Recipieints or Notify Ccs or a custom notify action created with [4]http://bestpractical.com/docs/rt/latest/rt-email-group-admin.html -kevin pgprSueUdANwr.pgp Description: PGP signature
Re: [rt-users] Two Annoying Messages in the logs
On Fri, Jul 26, 2013 at 02:59:00PM +0100, Giles Coochey wrote: OK, but I should still expect the warnings at startup? At startup? The same warnings? I've done a packet capture and noted that I have all these headers set: X-Forwarded-For: (a comma seperated list of IPs, original client and the squid server) X-Forwarded-Host: (a hostname matching the proxying host reverse lookup) X-Forwarded-Server: (a hostname matching the proxying host reverse lookup) I'm guessing that at startup there have not been any requests, so I will still get the warnings? The only one of those of relevance is HTTP_X_FORWARDED_HOST The port warnings expect to either be able to look at SERVER_PORT or match a host:port out of the server vars. -kevin pgpP4BUied0d_.pgp Description: PGP signature
