Re: [rt-users] rt-crontool not sending mail, no errors

[Marcos Orallo]

I may be suggesting the obvious again but did you make sure the template
works? Does it have any perl code?

Do you get the transactions showed in your output registered in the
database?
El 25/5/2015 8:53 a. m., "Fredrik Nyström" 
escribió:

>  Hi,
>
> Thanks for your reply.
>
> If I try your command example, I get an debug output of:
>
>
>
> [Mon May 25 06:41:58 2015] [debug]: RT::Date used Time::ParseDate to make
> 'now' 1432536118 (/opt/rt4/bin/../lib/RT/Date.pm:240)
>
>
>
> And the output from the command in my previous mail, shows result of two
> tickets:
>
>
>
> 18079:
>
> Using transaction #111037...
>
> 18331:
>
> Using transaction #113770...
>
>
>
>
>
> The two ticket I have “faked” and set a due date in.
>
> I can’t find what is wrong. No error, but there is no mail sent.
>
>
>
> /Fredrik
>
>
>
> *From:* marcosora...@gmail.com [mailto:marcosora...@gmail.com] *On Behalf
> Of *Marcos Orallo
> *Sent:* Saturday, May 23, 2015 4:58 PM
> *To:* Fredrik Nyström
> *Cc:* rt-users@lists.bestpractical.com
> *Subject:* Re: [rt-users] rt-crontool not sending mail, no errors
>
>
>
> Hi Fredrik,
>
>
> Have you tried using a simpler BeforeDue condition to test? Something like
> "--condition-arg 2h". I don't think you need to specify the "0d", and it
> may confuse the condition module.
>
> You can also try to modify the search to return something very specific
> (search by ticket id for example) so that you can verify that the --action
> part works properly.
>
> I have similar notifications for Reminders working with the following
> command, just in case it's useful:
>
> /opt/rt4/bin/rt-crontool \
> --search RT::Search::FromSQL \
> --search-arg 'Type = "reminder" and (Status = "open"
> or Status = "new") and Due > "now"' \
> --condition RT::Condition::BeforeDue \
> --condition-arg 5m \
> --action RT::Action::Notify \
> --action-arg Owner,AlwaysNotifyActor \
> --transaction first \
> --template 'Reminder'
>
> Regards.
>
>
>
>
>
> 2015-05-22 13:03 GMT+02:00 Fredrik Nyström :
>
>  Hi,
>
> I'm trying to use rt-crontool, to send out reminders when a ticket expires
> due date.
>
>
>
> The command and output is like this, but no mail is sent:
>
>
>
> [root@ ~]# /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL
> \
>
> > --search-arg 'Queue = "The Queue" and (Status = "open" or Status
> = "new")' \
>
> > --condition RT::Condition::BeforeDue \
>
> > --condition-arg 0d2h3m1s \
>
> > --action RT::Action::NotifyGroup \
>
> > --action-arg 'm...@domain.se' \
>
> > --transaction first \
>
> > --template 'Reminder due soon' \
>
> > --verbose \
>
> > --log debug
>
> [3011] [Wed May 20 06:53:26 2015] [debug]: The RTAddressRegexp option is
> not set in the config. Not setting this option results in additional SQL
> queries to check whether each address belongs to RT or not. It is
> especially important to set this option if RT recieves emails on addresses
> that are not in the database or config.
> (/opt/rt4/bin/../lib/RT/Config.pm:505)
>
> 18079:
>
> Using transaction #111037...
>
> 18331:
>
> Using transaction #113770...
>
>
>
> Does anyone know, what could be the problem here?
>
>
>
> And, yes, mailing works, when you for exapmle resolve a ticket from the
> web interface.
>
>
>
> BR
>
> Fredrik
>
>
>
>
>

Re: [rt-users] rt-crontool not sending mail, no errors

[Fredrik Nyström]

This is the output from one of the transaction id’s:

+++--+---++---+--+--+---+--+--+--+-+-+
| id | ObjectType | ObjectId | TimeTaken | Type   | Field | OldValue | 
NewValue | ReferenceType | OldReference | NewReference | Data | Creator | 
Created |
+++--+---++---+--+--+---+--+--+--+-+-+
| 113770 | RT::Ticket |18331 | 0 | Create | NULL  | NULL | NULL 
| NULL  | NULL | NULL | NULL | 198 | 2015-05-18 
07:24:56 |
+++--+---++---+--+--+---+--+--+--+-+-+

I followed the “Reminder due soon” example, from 
http://requesttracker.wikia.com/wiki/Reminders

   To: { $Target = $Ticket->RefersTo->First->TargetObj; ($Argument eq 
'TicketOwner' ? $Target : $Ticket)->OwnerObj->EmailAddress }
   Subject: {$Ticket->Subject} is due {$Ticket->DueAsString}

   Just a friendly heads up.  This reminder is for ticket #{$Target->Id}.

   {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Target->Id}


BR
Fredrik


From: marcosora...@gmail.com [mailto:marcosora...@gmail.com] On Behalf Of 
Marcos Orallo
Sent: Monday, May 25, 2015 10:08 AM
To: Fredrik Nyström
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] rt-crontool not sending mail, no errors


I may be suggesting the obvious again but did you make sure the template works? 
Does it have any perl code?

Do you get the transactions showed in your output registered in the database?
El 25/5/2015 8:53 a. m., "Fredrik Nyström" 
mailto:fredrik.nyst...@prevas.se>> escribió:
Hi,
Thanks for your reply.
If I try your command example, I get an debug output of:

[Mon May 25 06:41:58 2015] [debug]: RT::Date used Time::ParseDate to make 'now' 
1432536118 (/opt/rt4/bin/../lib/RT/Date.pm:240)

And the output from the command in my previous mail, shows result of two 
tickets:


18079:

Using transaction #111037...

18331:

Using transaction #113770...


The two ticket I have “faked” and set a due date in.
I can’t find what is wrong. No error, but there is no mail sent.

/Fredrik

From: marcosora...@gmail.com 
[mailto:marcosora...@gmail.com] On Behalf Of 
Marcos Orallo
Sent: Saturday, May 23, 2015 4:58 PM
To: Fredrik Nyström
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] rt-crontool not sending mail, no errors

Hi Fredrik,

Have you tried using a simpler BeforeDue condition to test? Something like 
"--condition-arg 2h". I don't think you need to specify the "0d", and it may 
confuse the condition module.
You can also try to modify the search to return something very specific (search 
by ticket id for example) so that you can verify that the --action part works 
properly.

I have similar notifications for Reminders working with the following command, 
just in case it's useful:
/opt/rt4/bin/rt-crontool \
--search RT::Search::FromSQL \
--search-arg 'Type = "reminder" and (Status = "open" or 
Status = "new") and Due > "now"' \
--condition RT::Condition::BeforeDue \
--condition-arg 5m \
--action RT::Action::Notify \
--action-arg Owner,AlwaysNotifyActor \
--transaction first \
--template 'Reminder'
Regards.


2015-05-22 13:03 GMT+02:00 Fredrik Nyström 
mailto:fredrik.nyst...@prevas.se>>:

Hi,

I'm trying to use rt-crontool, to send out reminders when a ticket expires due 
date.



The command and output is like this, but no mail is sent:



[root@ ~]# /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL \

> --search-arg 'Queue = "The Queue" and (Status = "open" or Status = 
> "new")' \

> --condition RT::Condition::BeforeDue \

> --condition-arg 0d2h3m1s \

> --action RT::Action::NotifyGroup \

> --action-arg 'm...@domain.se' \

> --transaction first \

> --template 'Reminder due soon' \

> --verbose \

> --log debug

[3011] [Wed May 20 06:53:26 2015] [debug]: The RTAddressRegexp option is not 
set in the config. Not setting this option results in additional SQL queries to 
check whether each address belongs to RT or not. It is especially important to 
set this option if RT recieves emails on addresses that are not in the database 
or config. (/opt/rt4/bin/../lib/RT/Config.pm:505)

18079:

Using transaction #111037...

18331:

Using transaction #113770...



Does anyone know, what could be the problem here?



And, yes, mailing works, when you

Re: [rt-users] REST 2.0 404

[Jesse Vincent]

On Thu, May 21, 2015 at 06:38:26PM -0700, Aaron C. de Bruyn wrote:
> Anyone?

The '2.0' REST interface is a work in progress and isn't yet part of RT. You'd 
probably be best off using the REST interface that ships as part of RT.

> If it's not, does anyone have suggestions for importing ~20,000
> tickets into the system along with ~250,000 'comments'?

In general, at that scale, I'd probably recommend working with the 
native perl interface.

-jesse

[rt-users] mail solutions

[Terry O'Leary]

Hello,

My company has been using RT for years and has gone through a few upgrades. We 
are currently up to version 4.0.12. We also use fetchmail as our mailing 
solution to retrieve emails from our exchange 2010 servers. We have been 
encountering multiple ticket creation issues when email is only sent through 
fetchmail to RT. When creating tickets internally through RT there are no 
errors or multiple ticket issues. I am looking into a new mailing solution 
(Like getmail, etc) and wanted to get feedback from you all on what types of 
mailing solutions you are using. Any suggestions are appreciated.

Thank You,
Terry O'Leary| Software Release Engineering Manager | IT Department | World 
Travel Holdings | t 617-587-6268 -(internal X76268) | c 339-927-5843 | f 
617-587-6359
100 Fordham Rd. Building C | Wilmington | MA | 01887 | AIM: Teeo75 | 
www.WorldTravelHoldings.com
[wth.gif]

[50Most.gif]

Re: [rt-users] mail solutions

[Jaye Mathisen]

Is there some reason you can’t just have your exchange server forward the
mail to RT and process it with rt-mailgate?



In general though, I would expect that if you’re sucking the mail from a
pop3 mailbox, and the mail is getting deleted from exchange it shouldn’t be
an issue with fetchmail.



I guess the other question would be is if the mail messages are getting
duplicated somehow (like via 2 different addresses) in the exchange
mailbox, so fetchmail is pulling down 2 copies of the message because
there’s 2 copies in the mailbox and dumping each into rt?







*From:* rt-users [mailto:rt-users-boun...@lists.bestpractical.com] *On
Behalf Of *Terry O'Leary
*Sent:* Monday, May 25, 2015 7:24 PM
*To:* rt-users@lists.bestpractical.com
*Subject:* [rt-users] mail solutions



Hello,



My company has been using RT for years and has gone through a few upgrades.
We are currently up to version 4.0.12. We also use fetchmail as our mailing
solution to retrieve emails from our exchange 2010 servers. We have been
encountering multiple ticket creation issues when email is only sent
through fetchmail to RT. When creating tickets internally through RT there
are no errors or multiple ticket issues. I am looking into a new mailing
solution (Like getmail, etc) and wanted to get feedback from you all on
what types of mailing solutions you are using. Any suggestions are
appreciated.



*Thank You,*

*Terry O’Leary| *Software Release Engineering Manager *|* IT
Department *| *World
Travel Holdings *|* *t* 617-587-6268 -(internal X76268) *| c* 339-927-5843*
| f* 617-587-6359
100 Fordham Rd. Building C *|* Wilmington *|* MA *|* 01887 *|* AIM: Teeo75
*|* www.WorldTravelHoldings.com

[image: wth.gif]

[image: 50Most.gif]

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