[rt-users] sort tickets in queue by email
Hello, I set replay address and comment address for a queue. All tickets sent to this address I want to be inserted in that queue, but the system try to create the ticket in General queue. I need some advice, how can I sort the ticket in queue by address specified for that queue. Thank you!
[rt-users] [rt-announce] It's here! Our first RT (and RTIR!) training of 2016 in Hamburg!
With the new release candidate for RT 4.4 out, we're thrilled to announce our first public training of 2016 in Hamburg, Germany. The training will take place March 14-15. This training will introduce you to the new features in RT 4.4 as part of a comprehensive overview of RT. Whether you're an old hand at RT or a recent convert, you'll have a good understanding of all of RT's features and functionality by the end of the session. Also, this session will include our very first RTIR training! We will walk through the incident response workflow, how to integrate RTIR with other systems, and how to best leverage RT's features for security teams (especially the new ones in RT 4.4!) We're also happy to show you the new flexible workflows that the next version, RTIR 3.4, offers you. We can’t wait to tell you about what we’ve added for you in RT 4.4, including Assets, for tracking physical and digital resources. We’ll show you how to set up service level agreements (SLA) which take your business hours and holidays into account. There’s a new built-in timer for tracking time worked on tickets. You can now upload multiple files at once with a quick drag-and-drop, as well as reuse existing attachments on replies. We’ll show how RT 4.4 improves things behind the scenes for you. You can have your users authenticate against external services (LDAP). RT can now seamlessly store attachments outside of its database, putting them on the filesystem, uploading to Amazon S3, or in Dropbox. You can even serve them directly out of S3. You can create custom role groups then assign them to queues and tickets. These custom roles can have their own permissions and notifications. We think you’ll find these are foundational for improving automation. There are also some major performance enhancements like gradual ticket history loading that will improve your team’s day to day experience. Agenda The first day of training starts off with a tour of RT's web interface and continues with a detailed exploration and explanation of RT's functionality, aimed at non-programmer RT administrators and users. We'll walk through setting up a common helpdesk configuration, from rights management, constructing workflows and notifications, and the basics of Lifecycles. The second day of training picks up with server-side RT administration and dives into what you need to safely customize and extend RT. We'll cover upgrading and deploying RT, database tuning, advanced Lifecycle configurations, writing tools with RT's API, building an extension, and demonstrate how to extensibly alter the web UI and internal functions. RTIR will be the focus in the afternoon of the second day. 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. Attending We do have a limit on how many people we can effectively teach, so please register as soon as you can to make sure you get a seat. If you can't make Hamburg, please feel free to suggest a future location by dropping us a line at train...@bestpractical.com! Our spring training will be in Washington, DC. For both days, the cost is USD $1,495. A single day is USD $995. Each class includes training materials, a continental breakfast, and snacks (lunch is not provided). If you'd like to pay with Visa, MasterCard, or Discover, please visit Best Practical's online store at shop.bestpractical.com. Unfortunately we are unable to accept American Express or PayPal. If you'd prefer to pay with a purchase order, please email us at train...@bestpractical.com. Be sure to include: if you want to attend both days or a single day and the full names and email addresses of attendees. Finally, please contact us at train...@bestpractical.com for discounted pricing if you are from an academic institution or if you'd like to send more than 3 people. Thanks for supporting RT! ___ rt-announce mailing list rt-annou...@lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce
Re: [rt-users] fulltext index update failure (RT 4.2.12)
How much free disk space do you have? You can often get the "server gone away" message when MySQL runs out of disk space. On 1/22/16 5:22 AM, elif...@free.fr wrote: Good morning, This is a follow-up of my problem : This morning I decided to shred the attachment 602620. But after execution of rt-fulltext-indexer it fails again at the next number of attachment : 602621 ! So this was clearly not the solution. But now I have not idea of what is the problem. Any clue or help is greatly appreciated. Thanks and have a good day, Elisabeth *De: *elif...@free.fr *À: *rt-users@lists.bestpractical.com *Envoyé: *Jeudi 21 Janvier 2016 15:57:08 *Objet: *fulltext index update failure (RT 4.2.12) Hello, We have juste upgraded our RT this morning to version 4.2.12 (from 4.2.6) and MySQL to 5.6 (from 5.5) in order to implement the full text indexing. It works, but when running /appli/rt4/sbin/rt-fulltext-indexer to update the table AttachmentsIndex, it stops with an error : extract from the log file : Jan 21 14:50:01 helpdesk.inria.fr CRON[9668]: (root) CMD (/appli/rt4/sbin/rt-fulltext-indexer --quiet) Jan 21 14:50:03 helpdesk.inria.fr RT: [9669] DBD::mysql::st execute failed: MySQL server has gone away at /appli/rt4/sbin/rt-fulltext-indexer line 216. Jan 21 14:50:03 helpdesk.inria.fr RT: [9669] DBD::mysql::st execute failed: MySQL server has gone away at /appli/rt4/sbin/rt-fulltext-indexer line 222. Jan 21 14:50:03 helpdesk.inria.fr RT: [9669] Attachment 602620 cannot be indexed: MySQL server has gone away at /appli/rt4/sbin/rt-fulltext-indexer line 254. The result is that new attachments are not indexed. I don't know what to do : should I just shred the attachment 602620 ? Is this at risk ? Thanks a lot for your help, Elisabeth
Re: [rt-users] How to create ticket without log in using CommandBy MAil
To email set by variable: Set( $CorrespondAddress, ' r...@organizationdomain.ro'); in RT_SiteConfig.pm file În mie., 20 ian. 2016 la 12:02, vahid Khorasani a scris: > To who my users must their emails Dumitru ?? > I mean which email address is responsible for taking user emails and > converting them into tickets ?? :-\ :-\ :-[ > > On 01/16/2016 08:11 PM, Dumitru Catalin wrote: > > First, in RT_SiteConfig.pm you need to define your address like: Set( > $CorrespondAddress, 'r...@organizationdomain.ro'); > Set( $CommentAddress, 'comm...@organizationdomain.ro'); then, if you use > postfix, you need to create aliases in /etc/aliases for queue like: > > rt-testqueue: "|/opt/rt4/bin/rt-mailgate --queue testqueue > --action correspond --url http://organizationdomain.ro"; > comment-testqueue:"|/opt/rt4/bin/rt-mailgate --queue testqueue > --action comment --url http://organizationdomain.ro"; > > After this settings restart httpd and postfix. > > > > > În sâm., 16 ian. 2016 la 09:50, vahid Khorasani via rt-users < > rt-users@lists.bestpractical.com> a scris: > >> Hi >> I' m working on a project to let lots of external users to create >> tickets anytime the deal with a problem and my support team start >> working on it to solve it ,but I don't have any user accounts for them >> neither in my RT local database nor in my LDAP ( and absolutely I don't >> wanna have any ;-) ). >> I installed CommandByMail extension on my RT and I also enabled it in my >> RT_SiteConfig.pm file but it doesn't work. >> I have two questions: >> 1-To whom these external users must send their mail (I mean what email >> address)?? >> 2-Should I add anything special in my RT_SiteConfig.pm ?? >> > > -- Dumitru Ionut Catalin email: d.i.cata...@gmail.com / dcata...@outlook.com tel.: 0762676337
Re: [rt-users] fulltext index update failure (RT 4.2.12)
Good morning, This is a follow-up of my problem : This morning I decided to shred the attachment 602620. But after execution of rt-fulltext-indexer it fails again at the next number of attachment : 602621 ! So this was clearly not the solution. But now I have not idea of what is the problem. Any clue or help is greatly appreciated. Thanks and have a good day, Elisabeth - Mail original - | De: elif...@free.fr | À: rt-users@lists.bestpractical.com | Envoyé: Jeudi 21 Janvier 2016 15:57:08 | Objet: fulltext index update failure (RT 4.2.12) | Hello, | We have juste upgraded our RT this morning to version 4.2.12 (from | 4.2.6) and MySQL to 5.6 (from 5.5) in order to implement the full | text indexing. | It works, but when running /appli/rt4/sbin/rt-fulltext-indexer to | update the table AttachmentsIndex, it stops with an error : | extract from the log file : | Jan 21 14:50:01 helpdesk.inria.fr CRON[9668]: (root) CMD | (/appli/rt4/sbin/rt-fulltext-indexer --quiet) | Jan 21 14:50:03 helpdesk.inria.fr RT: [9669] DBD::mysql::st execute | failed: MySQL server has gone away at | /appli/rt4/sbin/rt-fulltext-indexer line 216. | Jan 21 14:50:03 helpdesk.inria.fr RT: [9669] DBD::mysql::st execute | failed: MySQL server has gone away at | /appli/rt4/sbin/rt-fulltext-indexer line 222. | Jan 21 14:50:03 helpdesk.inria.fr RT: [9669] Attachment 602620 cannot | be indexed: MySQL server has gone away at | /appli/rt4/sbin/rt-fulltext-indexer line 254. | The result is that new attachments are not indexed. | I don't know what to do : should I just shred the attachment 602620 ? | Is this at risk ? | Thanks a lot for your help, | Elisabeth
