Re: [rt-users] Infinite E-Mail-Loop MS Exchange vs RT
Hi Everyone, I think I found the cause of my problem. We merged the user with the invalid e-mail-address into a privileged user and the default option for $RedistributeAutoGeneratedMessages is that it redistributes machine generated mails only to privileged users. Cheers, Vinzenz Vinzenz Sinapius Information Technology | Informationstechnik tracetronic GmbH Stuttgarter Str. 3 01189 DRESDEN GERMANY Phone: +49 351 205768-167 Fax: +49 351 205768-999 E-mail: vinzenz.sinap...@tracetronic.de Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY Managing Directors | Geschäftsführer: Dr.-Ing. Rocco Deutschmann, Dr.-Ing. Peter Strähle Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086 -Ursprüngliche Nachricht- Von: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Sinapius, Vinzenz Gesendet: Dienstag, 23. Februar 2016 16:53 An: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] Infinite E-Mail-Loop MS Exchange vs RT Hi, Nobody experienced this error before? I'm using RT 4.2.12. Cheers, Vinzenz Vinzenz Sinapius Information Technology | Informationstechnik tracetronic GmbH Stuttgarter Str. 3 01189 DRESDEN GERMANY Phone: +49 351 205768-167 Fax: +49 351 205768-999 E-mail: vinzenz.sinap...@tracetronic.de Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY Managing Directors | Geschäftsführer: Dr.-Ing. Rocco Deutschmann, Dr.-Ing. Peter Strähle Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086 -Ursprüngliche Nachricht- Von: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Sinapius, Vinzenz Gesendet: Donnerstag, 18. Februar 2016 16:45 An: rt-users@lists.bestpractical.com Betreff: [rt-users] Infinite E-Mail-Loop MS Exchange vs RT Hi Everyone, Is this behaviour a bug in RT or misconfiguration? * Create a RT-User f...@example.com, f...@example.com doesn't exist in our Exchange-Server, * Create a Ticket with f...@example.com as Cc * Reply to this ticket * Exchange replies that f...@example.com doesn't exist * RT distributes this mail to all Ccs, etc. of the ticket, excluding f...@example.com -= (At this point we notice the User with the invalid e-mail-address and try to resolve this error) =- * Merge RT-User f...@example.com into the RT-User b...@example.com, ( b...@example.com exists in our Exchange-Server. ) * Reply to this ticket * Exchange replies that f...@example.com doesn't exist * RT distributes this mail to all Ccs, etc. of the ticket, including f...@example.com * Exchange replies that f...@example.com doesn't exist * Repeat ad infinitum We broke this loop by taking RT offline, deleting all errormails from the mailq and setting the EmailAddress-Attribute of f...@example.com to b...@example.com in the database. Cheers, Vinzenz Vinzenz Sinapius Information Technology | Informationstechnik tracetronic GmbH Stuttgarter Str. 3 01189 DRESDEN GERMANY Phone: +49 351 205768-167 Fax: +49 351 205768-999 E-mail: vinzenz.sinap...@tracetronic.de Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY Managing Directors | Geschäftsführer: Dr.-Ing. Rocco Deutschmann, Dr.-Ing. Peter Strähle Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086 - RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html) * Hamburg Germany - March 14 & 15, 2016 * Washington DC - May 23 & 24, 2016 - RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html) * Hamburg Germany - March 14 & 15, 2016 * Washington DC - May 23 & 24, 2016 - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] Full text indexer issue with img html tag
On Wed, 30 Mar 2016 21:32:37 -0700 Alex Vandiver wrote: > What version of RT? That's a symptom of RT 4.0.9 or earlier; 4.0.10 > contains a fix that makes RT simply skip that attachment. Actually, my mistake -- it was fixed in 4.0.3: https://github.com/bestpractical/rt/commit/692b5bcb If you're running pre-4.0.3, you _certainly_ want to upgrade. - Alex - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] Full text indexer issue with img html tag
On Wed, 30 Mar 2016 17:41:02 +0200 Peter Viskup wrote: > we are experiencing issue with full text indexer What version of RT? That's a symptom of RT 4.0.9 or earlier; gradi4.0.10 contains a fix that makes RT simply skip that attachment. - Alex - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] Attachments only work for privileged users
Hi Geoff, If you’re talking about 4.4.0, this is a known issue that will be fixed in 4.4.1. In the meantime, attached you’ll find a patch that should fix the problem for you. Thank you, Dustin > On Mar 30, 2016, at 5:18 PM, Geoff Fountain wrote: > > As the title says... attaching something to a ticket only works for > privileged users. I'm guessing this is some sort of permissions issue, but I > am unable to find anything that explicitly allows or denies adding > attachments to a ticket. > > Anyone have any ideas? > > - gf > - > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Washington DC - May 23 & 24, 2016 fix_selfservice_attachments.patch Description: Binary data signature.asc Description: Message signed with OpenPGP using GPGMail - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
[rt-users] Attachments only work for privileged users
As the title says... attaching something to a ticket only works for privileged users. I'm guessing this is some sort of permissions issue, but I am unable to find anything that explicitly allows or denies adding attachments to a ticket. Anyone have any ideas? - gf - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] RT 4.2.12 upgrade not sending email out....
After doing some digging, it appears the issue was due to the queue’s scrips being disabled on the upgrade. After re-enabling them, the issue is resolved. -- Gary L. Greene, Jr. Sr. Systems Administrator IT Operations Minerva Networks, Inc. Cell: +1 (650) 704-6633 > On Mar 29, 2016, at 3:35 PM, Gary Greene wrote: > > After a recent upgrade to 4.2.12, RT doesn’t seem to be sending out emails. > It accepts them in, but we don’t get any acknowledgement emails, nor > correspondences. > > I need a way to debug this to pin-point the issue, thanks. > > -- > Gary L. Greene, Jr. > Sr. Systems Administrator > IT Operations > Minerva Networks, Inc. > Cell: +1 (650) 704-6633 > > > > > - > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Washington DC - May 23 & 24, 2016 signature.asc Description: Message signed with OpenPGP using GPGMail - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] hotmail address requester does not get email notifications if reply sent via a mail client
The configuration option to look at is the one identified in the message: $RedistributeAutoGeneratedMessages You can read about it in your RT_Config or here: https://docs.bestpractical.com/rt/4.2.12/RT_Config.html#Application-logic Something about the incoming message is causing RT to identify it as machine generated, probably a header getting added somewhere in your email chain. On 3/30/16 9:58 AM, Sundeep Singh Nanuwa wrote: Hi, I have narrowed down the issue to being a missing configuration with RT permissions - not an issue with any ISP in particular. If a reply is sent via a mail client, RT logs this message... [4020] [Tue Mar 29 15:46:51 2016] [info]: xx...@hotmail.com is *blacklisted* because autogenerated messages are configured to only be sent to *privileged* users (RedistributeAutoGeneratedMessages). *Skipping* (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:841) /- this is the reason why RT never sends an email to the requester/ The log above appears because the requester is not a privileged user (nor should they be as they're an external user), what permission needs setting to allow RT send emails to unprivileged users? As a test, if I make the user a privileged user and send a reply from a mail client RT does send an email to the requester. [23268] [Wed Mar 30 13:53:00 2016] [info]: *sent* To: xx...@hotmail.com (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:315) As usual, if a reply is sent via RT web - the requester receives the email as expected. Any suggestions? Thanks Sunny On 29/03/16 13:52, Sunny wrote: Hi all, I'm experiencing an issue with a particular queue where by a Hotmail address requester does not get email notifications if their ticket is replied to via a mail client - RT gets updated with the reply but it doesn't send out an email to the requester. If the same ticket is replied to via RT web the Hotmail address requester does receive a reply - again RT gets updated with the reply but this time it does send out an email to the requester. It's only to Hotmail addresses where I see this issue, gmail and our domain is fine. The setup of the queue (example)... Queue name = queue1 Reply Address = que...@xyz.org The actual queue email address is que...@abc.org que...@xyz.org forwards to que...@abc.org which then goes into RT at r...@helpdesk.abc.org If I change the reply address from que...@xyz.org to que...@abc.org the RT gets updated and the hotmail address requester receives the reply, however, I need the reply address to be que...@xyz.org. Any suggestions? Thanks Regards - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016 - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016 - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
[rt-users] Display custom fields in a ticket
That's odd. I added the following to RT_SiteConfig.pm: Set(%CustomFieldGroupings, 'RT::Ticket' => [ 'Custom Fields' => ['A', 'B', 'C', 'D', 'E', 'F', 'G', 'H', 'I', 'J', 'K', 'L', 'M', 'N', 'O', 'P', 'Q', 'R'], ], ); This gave me the error when logged in on the server to RT: An internal RT error has occurred. Your administrator can find more details in RT's log files. Logging in via an external site failed to do anything. Not wanting to leave it broken, I edited the RT_SiteConfig.pm and places pound (#) signs in front of the lines above. I then rebooted. Now it is working. Huh? Since it seems to be working now, I am not going to touch it for a while. /jeff The information contained in this e-mail is for the exclusive use of the intended recipient(s) and may be confidential, proprietary, and/or legally privileged. Inadvertent disclosure of this message does not constitute a waiver of any privilege. If you receive this message in error, please do not directly or indirectly use, print, copy, forward, or disclose any part of this message. Please also delete this e-mail and all copies and notify the sender. Thank you. For alternate languages please go to http://bayerdisclaimer.bayerweb.com - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
[rt-users] Full text indexer issue with img html tag
Hello all, we are experiencing issue with full text indexer which seems to be related to HTML email with tag "" (28398 characters long) which seems to cause rt-fulltext-indexer fail to update full text index. We do see following debug messages: Found attachment #3085 [834] [Wed Mar 30 12:33:32 2016] [warning]: NOTICE: word is too long to be indexed DETAIL: Words longer than 2047 characters are ignored. (/opt/rt4/sbin/rt-fulltext-indexer:322) [834] [Wed Mar 30 12:33:32 2016] [warning]: NOTICE: word is too long to be indexed DETAIL: Words longer than 2047 characters are ignored. (/opt/rt4/sbin/rt-fulltext-indexer:322) Processed attachment #3085 Anyone with another/better solution than removal of the affected ticket? -- Peter Viskup - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] Display custom fields in a ticket
Joop wrote: > Anything that isn't in RT_SiteConfig.pm has a default that should give > you a working RT. > You didn't change anything in RT_Config.pm? > > I'm at the end of my wits. Can't think of anything that would cause this > without having access to the systems. RT_Config.pm is untouched. While it suggests a value for CustomFieldGrouping in the comments, it does not actually set it. As you saw, this is a strait up upgrade of a working system. I only customized it enough to add in the ID and web info. It does work, just not with custom fields. /jeff The information contained in this e-mail is for the exclusive use of the intended recipient(s) and may be confidential, proprietary, and/or legally privileged. Inadvertent disclosure of this message does not constitute a waiver of any privilege. If you receive this message in error, please do not directly or indirectly use, print, copy, forward, or disclose any part of this message. Please also delete this e-mail and all copies and notify the sender. Thank you. For alternate languages please go to http://bayerdisclaimer.bayerweb.com - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] hotmail address requester does not get email notifications if reply sent via a mail client
Hi, I have narrowed down the issue to being a missing configuration with RT permissions - not an issue with any ISP in particular. If a reply is sent via a mail client, RT logs this message... [4020] [Tue Mar 29 15:46:51 2016] [info]: xx...@hotmail.com is *blacklisted* because autogenerated messages are configured to only be sent to *privileged* users (RedistributeAutoGeneratedMessages). *Skipping* (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:841) /- this is the reason why RT never sends an email to the requester/ The log above appears because the requester is not a privileged user (nor should they be as they're an external user), what permission needs setting to allow RT send emails to unprivileged users? As a test, if I make the user a privileged user and send a reply from a mail client RT does send an email to the requester. [23268] [Wed Mar 30 13:53:00 2016] [info]: *sent* To: xx...@hotmail.com (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:315) As usual, if a reply is sent via RT web - the requester receives the email as expected. Any suggestions? Thanks Sunny On 29/03/16 13:52, Sunny wrote: Hi all, I'm experiencing an issue with a particular queue where by a Hotmail address requester does not get email notifications if their ticket is replied to via a mail client - RT gets updated with the reply but it doesn't send out an email to the requester. If the same ticket is replied to via RT web the Hotmail address requester does receive a reply - again RT gets updated with the reply but this time it does send out an email to the requester. It's only to Hotmail addresses where I see this issue, gmail and our domain is fine. The setup of the queue (example)... Queue name = queue1 Reply Address = que...@xyz.org The actual queue email address is que...@abc.org que...@xyz.org forwards to que...@abc.org which then goes into RT at r...@helpdesk.abc.org If I change the reply address from que...@xyz.org to que...@abc.org the RT gets updated and the hotmail address requester receives the reply, however, I need the reply address to be que...@xyz.org. Any suggestions? Thanks Regards - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016 - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] RT::Crypt::GPG with gpg-agent
On 3/30/16 7:52 AM, Peter Viskup wrote: Hello all, just trying to figure how to setup RT with use of gpg-agent. Tried to start gpg-agent this way: root@server:~# gpg-agent --daemon --pinentry-program /usr/bin/pinentry-curses --home /opt/rt4/var/data/GnuPG And then in RT_SiteConfig.pm: Set( %GnuPG, Enable => 1, OutgoingMessagesFormat => 'RFC', AllowEncryptDataInDB => 0 ); Set( %GnuPGOptions, 'digest-algo' => 'SHA512', 'use-agent'=> undef, 'gpg-agent-info'=> '/opt/rt4/var/data/GnuPG/.agent-socket', 'no-permission-warning' => undef, 'homedir' => '/opt/rt4/var/data/GnuPG' ); Set( @MailPlugins => "Auth::MailFrom", "Auth::Crypt" ); Unfortunately it didn't work. The gpg-agent-info option need to have the values which change with every gpg-agent execution. It could be possible to use write-env-file option and then read the file by RT. Is it possible to extend the RT_SiteConfig.pm that way it will read the file and fill the gpg-agent-info value in GnuPGOptions hash? Any other thoughts? We are running GnuPG version 1.4.12, GnuPG agent version 2.0.19 and latest release of RT 4.2. I think the use-standard-socket option is another approach. The value is then consistent each time. This has become the default in version 2. - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
[rt-users] RT::Crypt::GPG with gpg-agent
Hello all, just trying to figure how to setup RT with use of gpg-agent. Tried to start gpg-agent this way: root@server:~# gpg-agent --daemon --pinentry-program /usr/bin/pinentry-curses --home /opt/rt4/var/data/GnuPG And then in RT_SiteConfig.pm: Set( %GnuPG, Enable => 1, OutgoingMessagesFormat => 'RFC', AllowEncryptDataInDB => 0 ); Set( %GnuPGOptions, 'digest-algo' => 'SHA512', 'use-agent'=> undef, 'gpg-agent-info'=> '/opt/rt4/var/data/GnuPG/.agent-socket', 'no-permission-warning' => undef, 'homedir' => '/opt/rt4/var/data/GnuPG' ); Set( @MailPlugins => "Auth::MailFrom", "Auth::Crypt" ); Unfortunately it didn't work. The gpg-agent-info option need to have the values which change with every gpg-agent execution. It could be possible to use write-env-file option and then read the file by RT. Is it possible to extend the RT_SiteConfig.pm that way it will read the file and fill the gpg-agent-info value in GnuPGOptions hash? Any other thoughts? We are running GnuPG version 1.4.12, GnuPG agent version 2.0.19 and latest release of RT 4.2. -- Peter - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
