[rt-users] Modifying Update.html?
Hello there, I'm stuck trying to customize RT. Normally, when updating a ticket with a response (Update.html?Action=Respond), the test input field is red. This is a warning for the user that the response will be sent out to the customer (unlike when just commenting). Now what I want to do is to display an explicit warning like Caution! This message will be sent to the customer to be displayed above the text input filed. So, I need to modify update.html, using the local directory. My Problem: I just can't figure where I need to put my warning message code. Does anyone has an idea? Thanks in advance and kind regards, Patrick
Re: [rt-users] Modifying Update.html?
On 14-1-2014 13:13, Patrick G. Stoesser wrote: Hello there, I'm stuck trying to customize RT. Normally, when updating a ticket with a response (Update.html?Action=Respond), the test input field is red. This is a warning for the user that the response will be sent out to the customer (unlike when just commenting). Now what I want to do is to display an explicit warning like Caution! This message will be sent to the customer to be displayed above the text input filed. So, I need to modify update.html, using the local directory. Assuming you're using RT-4.0.x, will probably true for 4.2 too, don't know for 3.8. There is a BeforeMessageBox callback that you can use to add your warning. Make a /opt/rt4/local/html/Callbacks/Yourdir/Tickets/Update.html/BeforeMessageBox file and add your code there. Stop your webserver, clean the mason_cache, start your webserver and your text should appear on the update page. Joop
[rt-users] RES: Using Fetchmail to pipe mail into RT.
I have recently set a similar scenario and its working well... I use Ubuntu with Postfix for relay mail to Office365 and Fetchmail for retrieving the mail. The tip I can give you is, to be able to open tickets by mail without users registered in RT you shall give Create Ticket and Respond to Ticket for everyone group in the RT interface. Question: at --url https://localhost/ --is that supposed to be the FQDN or leave it as localhost? I used the FQDN and its working well. Even in my first stage test enviroment I used it by seting the hostname in the /etc/hosts file. I can fetch email's from an external email server (Gmail) with success using fetchmail. However, nothing is appearing in the queue's on the RT site. The queue's name is the same name in the ./fetchmailrc config which is 'general'. The tip I can give you is, to be able to open tickets by mail without users registered in RT you shall give Create Ticket and Respond to Ticket for everyone group in the RT interface. I struggled for days with the problem that I set apache to redirect HTTP request to HTTPS... so the Mailgateway didnt work. When I reconfigured apache to use HTTP too it worked well. What you should do is to set verbose in the fetchmailrc and post the log here... with the fetchmail configuration also... would be easier to help you. De: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Em nome de Joshua Riden Enviada em: segunda-feira, 13 de janeiro de 2014 18:34 Para: rt-users@lists.bestpractical.com Assunto: [rt-users] Using Fetchmail to pipe mail into RT. Hi, I am installing Request Tracker 4.2 on CentOS 6.5 with Perl, Apache, and MySQL. I am using Fetchmail as the MDA, and Postfix as the MTA. Google apps is being used as our main email system. So far I have resolved all dependencies and initialized the database and got the website going. I can log on as root and navigate the RT site just fine from another workstation. I had to follow the official documentation and do some wiki reading and intensive googling to get me where I am at now. I need some clear cut instructions on how to successfully pipe emails into RT. Is the /etc/aliases list required? Or can I just use ./fetchmailrc by itself? /etc/default/fetchmail is not created by default. How can I manually pipe emails into my RT instance? What syntax would I use for that? I googled around and could not find anything about that. Here is what my fetchmailrc configuration file looks like.. set daemon 30; poll pop.gmail.comhttp://pop.gmail.com proto pop3 username jri...@cmhshare.orgmailto:jri...@cmhshare.org password mypassword mda /usr/bin/perl /opt/rt4/bin/rt-mailgate --url https://localhost/ \ --queue general --action correspond keep ssl Question: at --url https://localhost/ --is that supposed to be the FQDN or leave it as localhost? I can fetch email's from an external email server (Gmail) with success using fetchmail. However, nothing is appearing in the queue's on the RT site. The queue's name is the same name in the ./fetchmailrc config which is 'general'. I have viewed all the official documentation on the Best Practical site as well as the wiki and still no luck. I have been battling to get the email part working for 4 days now. If you need any extra information I will be happy to provide it. Thanks in advance and I look forward to your assistance. -- Joshua Riden Operations Support Technician Information Services Comprehensive Life Resources Email: jri...@cmhshare.orgmailto:jri...@cmhshare.org Desk: x5844 Mobile: (253) 355-9877
Re: [rt-users] Using Fetchmail to pipe mail into RT.
On 13 January 2014 16:30, Joshua Riden jri...@cmhshare.org wrote: Landon, Thank you so much Landon for your help. I appreciate it a lot! : ) Now just a few questions.. Where is the mailserver log that pertains to fetchmail? /var/logs/mailserver ? fetchmail logging has to be turned on like this in .fetchmailrc: defaults: batchlimit 100 set logfile /home/username/fetchmail.log So when you say I should send to RT from a real email address, you mean from my /etc/aliases file? I mean from a real email address so that bounces will come back to you if there are any. How would I check for bounces that I would receive back? You would check your mail. How would I manually pipe the mail into RT ? Is there a command that I can use? If you had an email in a file in all its original glory you could pipe it easily using cat. # cat emailfile.eml | rt-mailgate -- Landon Stewart :: lstew...@iweb.com Lead Specialist, Abuse and Security Management Spécialiste principal, gestion des abus et sécurité http://iweb.com :: +1 (888) 909-4932
[rt-users] Apache Threads hanging not gracefully exiting
Hello everyone, I currently have an instance of RT 4.0.17 running that we're using for processing incoming faxes. The faxes come in as attachments, and I have some customizations to allow our staff to process these attachments (PDFs) faster. Everything seems to work great for a while, and the memory usage gradually increases, and eventually all of the Apache threads (using event mpm) are stuck in the W state (sending reply). If I try to gracefully restart apache, all of those threads are stuck in the G state (gracefully finishing). Those threads will never exit unless I kill the processes manually. My guess would be that one of my customizations are causing this, but does anyone have any tips for how to find out what the problem is? I tried this: http://perl.apache.org/docs/general/control/control.html#All_RAM_Consumed And all I get is some No object mapping for field::Name warnings when people login (we are using the ExternalAuth module for Active Directory integration). I also came across these two things saying to try adding the PERL_DESTRUCT_LEVEL environment variable to avoid the perl_destruct() call before exiting, and that could let the threads exit. Is this safe to try with RT? Here's a brief list of what was customized: - ExternalAuth module using Active Directory - modified Ticket/Elements/ShowAttachments (locally) to show PDF attachment preview - using Callbacks/AddAttachmentsColumn/Elements/RT__Ticket/ColumnMap/Default callback to add Attachments column to dashboard for quickly viewing attachments without going into ticket - custom Scrip that uses Filesys::SmbClient to copy attachments to the user's computer when they Take the ticket I would be happy to share any of the custom code, I just want to make sure nothing is wrong with it before posting it to the Wiki. Any tip on troubleshooting this would be greatly appreciated! Thanks, Nate
[rt-users] Postfix: No host option provided
I'm trying to test postfix locally by sending email via local telnet to RT. At the moment I have no relay host configured since I'm attempting to use local user accounts as the source address. I'm getting the following from /var/log/mailllog: ...status=deferred (temporary failure. Command output: HTTP request failed: 500 No Host option provided. Your webserver logs may have more information or there may be a network problem. ) Anyone have any experience with this particular issue? -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me
[rt-users] Show Stalled Tickets in Quick Search
Hi, I'm wondering how I would go about adding a stalled tickets column to the Quick Search display on the dashboard. I've done a Google, but a lot of the information seems to pertain to older versions of RT. I'm on RT 4.2.2. I've looked at ./share/html/Elements/Quicksearch expecting to find some clues, but alas, nothing. Can anyone point me in the right direction or just tell me how to it? Cheers, Tom -- View this message in context: http://requesttracker.8502.n7.nabble.com/Show-Stalled-Tickets-in-Quick-Search-tp56276.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] Using Fetchmail to pipe mail into RT.
To manually pipe an email to RT. I would # cat emailfile.eml | rt-mailgate Usually the mail ends up going to /var/spool/mail/user None of them as the .eml extension. When I tried to pipe a test text file I would receive the following error.. cat: -bash: rt-mailgate: command not found On Tue, Jan 14, 2014 at 8:50 AM, Landon Stewart lstew...@iweb.com wrote: On 13 January 2014 16:30, Joshua Riden jri...@cmhshare.org wrote: Landon, Thank you so much Landon for your help. I appreciate it a lot! : ) Now just a few questions.. Where is the mailserver log that pertains to fetchmail? /var/logs/mailserver ? fetchmail logging has to be turned on like this in .fetchmailrc: defaults: batchlimit 100 set logfile /home/username/fetchmail.log So when you say I should send to RT from a real email address, you mean from my /etc/aliases file? I mean from a real email address so that bounces will come back to you if there are any. How would I check for bounces that I would receive back? You would check your mail. How would I manually pipe the mail into RT ? Is there a command that I can use? If you had an email in a file in all its original glory you could pipe it easily using cat. # cat emailfile.eml | rt-mailgate -- Landon Stewart :: lstew...@iweb.com Lead Specialist, Abuse and Security Management Spécialiste principal, gestion des abus et sécurité http://iweb.com :: +1 (888) 909-4932 -- *Joshua Riden* *Operations Support TechnicianInformation Services * *Comprehensive Life Resources* *Email: **jri...@cmhshare.org* jri...@cmhshare.org *Desk: x5844* *Mobile: **(253) 355-9877*
