[rt-users] Suggestion: Marking new messages as read

[Wardrop]

Ok, this has annoyed me for the 6 years we've been using Request Tracker.
When there's a new message against a ticket, I always click on the "New"
link to take me to the new message. That's work fine, except it doesn't mark
the message as read. I need to go back up to the top of the page, and click
the link in the New Message notification box. I've attached screenshots
showing the "New" link I'm talking about, and the "New Message" notification
box. Can the behaviour of the "New" be be changed to also automatically mark
the new messages as read?

 
 



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[rt-users] Shredder User plugin not working

[Steven Saner]

I am running RT 4.4 and it seems that the User plugin for the shredder
isn't working quit right. That, or I just don't know how to use it.

I'm trying to get rid of Users for which there are no tickets. I've
tried to set both the "no_tickets" argument and the
"no_ticket_transactions" argument to true and in either case it returns
no results at all.

To sort of prove that that there should be results, I found a spam
ticket that was created just the other day by a new user that was
created at the same time the ticket was created. The ticket was
"deleted" and I shredded said ticket. Yet I still can't get the User
plugin of the shredder to find that user. Even if I search by the name
or email address.

I note that the "no_ticket_transactions" argument is new with version
4.4. Are there some known bugs associated with it?

Steve

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--
Steven Saner   Voice:  316-858-3000
Director of Network Operations  Fax:  316-858-3001
Hubris Communicationshttp://www.hubris.net
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[rt-users] Using request tracker via different URLs

[minkimipt]

Hello everyone,

We've stardet to use request tracker within our team. Initially it was set
up within our private address space. But afterwards we had to expose it to
the external world. For that we added an additional interface to the VM,
where RT software is running. That interface has a public IP address on it.
In that way RT is now available via two interfaces - one of them being in
our internal network and another being in external.   Users can access
WebUI, log in, create tickets and do all the tasks via the new external
interface. But when it comes to links in the WebUI, there are sometimes
problems. Part of the links are referring to the external URL and part are
referring to internal URL. In other words, users, who are comming via
external interface have problems accessing the links, that are referring to
the internal URLs.

Is there any configuration that can fix that. Ideally we'd like it to always
use relative URLs - so if user is comming over the external interface - all
links have to point to the external address. And for those comming from the
Internal URLs - to the internal.

Hope for your help.

Best regards,
Danil



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Re: [rt-users] How RT know it's new or not ticket

[Jeffrey Pilant]

Albert Shih wrote:
>Le 22/06/2016 à 16:21:25+, Jeffrey Pilant a écrit
>> Albert Shih writes:

>> The design of RT will route email with a subject containing the ticket
>> number to the queue where the ticket is.  If that is in a queue the
>> email sender is not allowed, then you get permission denied messages.
>> This routing overrides the named queue routing based on the email
>> address.
>
>Ok. I understand. Just to be sure, can you confirm RT do not use the
>
>  X-RT-Ticket: DOMAIN #6847
>
>inside the header to routing the mail.

I don't use RT, and it is lightly used here.  I am just the guy that has to 
keep it working.  :-)

>From what I have read on the lists, and the docs, the subject line rules.  
>That header line is more for MTA agent manipulation.  You might be able to 
>have the MTA detect a ticket number in the subject without a corresponding 
>X-RT-Ticket entry, and when found, mung the subject to break the recognition.  
>[Perhaps insert the words "refers to" between the site name and ticket number.]

Generally, this tag is to prevent mail loops, not to determine what the ticket 
number is.

>> To solve this, either grant permission, remove the ticket number (and
>> break the connection to the existing ticket), or reply to someone who
>
>Well it's hard to explain to requestors who barely understand what's a
>email why they need to change the subject. Especially juste the #[0-9]*

Tell them that if they don't remove the number, then the response is 
automatically routed to the old closed ticket where no action will occur.  
Sometimes users are hard to train.  :-)

>> has access so that they can forward to RT.
>
>Yes I know that. The point is I through when I forward a message (meaning
>NO X-RT header) RT will know it's not a answer for some old ticket and
>automatically ignore the subject.

If you want the message to create a new ticket, then you need to change the 
detection of a ticket number in the subject to only occur if you also have the 
X tag.  Which will break regular replies to the ticket when they are forwarded 
instead of replied to.  Another policy is to route any reply to a ticket that 
is more than 30 days (or whatever) past the date of ticket closure goes to a 
special queue as a new ticket, where it can be manually determined if it should 
reactivate the closed ticket or make a new one.  Again, that requires modifying 
RT code.

/jeff

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Re: [rt-users] How RT know it's new or not ticket

[Albert Shih]

 Le 22/06/2016 à 16:21:25+, Jeffrey Pilant a écrit
> Albert Shih writes:
> >I would like to know on which header/subject RT know a incomming mail
> >(throught rt-mailgate) is a answer to a old ticket.
> >
> >I ask that because I got this problem :
> >
> >  2 queues on our RT. One open ? A??, one ??B ??mostly close strict
> >
> >  A ticket is created in B.
> >
> >  Some user (rt user) forward the message from RT to user X.
> >
> >  X answer to this message, but he not allow to answer on this queue
> >  (he's not a Cc).
> >
> >  So RT answer to X with a ? permission denied ??message.
> >
> >  X try to forward (yes a true forward throught the mta) this message
> >  to queue A and also get a permission denied.
> >
> >  I check inside the log of RT, and see the RT still think the
> >  forwarded message is a answer to queue B.
>
> The design of RT will route email with a subject containing the ticket
> number to the queue where the ticket is.  If that is in a queue the
> email sender is not allowed, then you get permission denied messages.
> This routing overrides the named queue routing based on the email
> address.

Ok. I understand. Just to be sure, can you confirm RT do not use the

  X-RT-Ticket: DOMAIN #6847

inside the header to routing the mail.

>
> To solve this, either grant permission, remove the ticket number (and
> break the connection to the existing ticket), or reply to someone who

Well it's hard to explain to requestors who barely understand what's a
email why they need to change the subject. Especially juste the #[0-9]*

> has access so that they can forward to RT.

Yes I know that. The point is I through when I forward a message (meaning
NO X-RT header) RT will know it's not a answer for some old ticket and
automatically ignore the subject.

Regards.

--
Albert SHIH
DIO bâtiment 15
Observatoire de Paris
5 Place Jules Janssen
92195 Meudon Cedex
France
Téléphone : +33 1 45 07 76 26/+33 6 86 69 95 71
xmpp: j...@obspm.fr
Heure local/Local time:
mer 22 jui 2016 21:29:49 CEST
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Re: [rt-users] How RT know it's new or not ticket

[Jeffrey Pilant]

Albert Shih writes:
>I would like to know on which header/subject RT know a incomming mail
>(throught rt-mailgate) is a answer to a old ticket.
>
>I ask that because I got this problem :
>
>  2 queues on our RT. One open ? A??, one ??B ??mostly close strict
>
>  A ticket is created in B.
>
>  Some user (rt user) forward the message from RT to user X.
>
>  X answer to this message, but he not allow to answer on this queue (he's
>  not a Cc).
>
>  So RT answer to X with a ? permission denied ??message.
>
>  X try to forward (yes a true forward throught the mta) this message
>  to queue A and also get a permission denied.
>
>  I check inside the log of RT, and see the RT still think the forwarded
>  message is a answer to queue B.

The design of RT will route email with a subject containing the ticket number 
to the queue where the ticket is.  If that is in a queue the email sender is 
not allowed, then you get permission denied messages.  This routing overrides 
the named queue routing based on the email address.

To solve this, either grant permission, remove the ticket number (and break the 
connection to the existing ticket), or reply to someone who has access so that 
they can forward to RT.

/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. 

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Re: [rt-users] RT_SiteConfig.pm error formatting question

[Dustin Graves]

Hi Brian,

The RT_SiteConfig.pm file is not a script that you run manually. It is read 
automatically by RT. Please see the documentation 
https://docs.bestpractical.com/rt/4.4.1/web_deployment.html 
 for information 
about setting up the web server. You can also run a standalone server to test 
with something like

$ sudo /opt/rt4/sbin/standalone_httpd

This will let you know if your config is valid and you have done everything 
else leading up to this point. If you are getting some kind of errors, I would 
recommend you follow the steps in the README 
https://docs.bestpractical.com/rt/4.4.1/README.html 
 to ensure that you have 
all of the dependencies installed and your database is set-up correctly.

Thank you,
Dustin

> On Jun 22, 2016, at 11:25 AM, Dunbar, Brian  wrote:
> 
>  
>  
> I am setting up a server on Debian (Jessie). I am at the point of configuring 
> the RT_SiteConfig.pm file and following examples found online I am getting an 
> error when trying to validate my config
>  
> Here is the text
>  
> 25 # You may also split settings into separate files under the 
> etc/RT_SiteConfig.d/
> 26 # directory.  All files ending in ".pm" will be parsed, in alphabetical 
> order,
> 27 # after this file is loaded.
> 28
> 29 Set($rtname , 'xxx.ca ');
> 30 Set($Organization,'.x.ca ');
> 31
> 32 Set($Timezone, "US/Eastern");
> 33 Set($CorrespondAddress, 'service.t...@x.ca 
> ');
>  
>  
> When I try 
> sudo perl -C /opt/rt4/etc/RT_SiteConfig.pm
> Undefined subroutine ::Set called at /opt/rt4/etc/RT_SiteConfig.pm line 
> 29.
>  
>  
> If I # line 29 then the error goes to the next line.
> I have searched the formatting and the error.
>  
> Any help appreciated. 
>  
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[rt-users] RT_SiteConfig.pm error formatting question

[Dunbar, Brian]

I am setting up a server on Debian (Jessie). I am at the point of configuring 
the RT_SiteConfig.pm file and following examples found online I am getting an 
error when trying to validate my config

Here is the text

25 # You may also split settings into separate files under the 
etc/RT_SiteConfig.d/
26 # directory.  All files ending in ".pm" will be parsed, in alphabetical 
order,
27 # after this file is loaded.
28
29 Set($rtname , 'xxx.ca');
30 Set($Organization,'.x.ca');
31
32 Set($Timezone, "US/Eastern");
33 Set($CorrespondAddress, 'service.t...@x.ca');


When I try
sudo perl -C /opt/rt4/etc/RT_SiteConfig.pm
Undefined subroutine ::Set called at /opt/rt4/etc/RT_SiteConfig.pm line 29.


If I # line 29 then the error goes to the next line.
I have searched the formatting and the error.

Any help appreciated.

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Re: [rt-users] Original request on Resolve page

[Matt Zagrabelny]

On Tue, Jun 21, 2016 at 4:56 AM, Guadagnino Cristiano
 wrote:
> Hi all,
> we thought it would be nice to be able to see the original request when
> resolving a ticket.
>
> Does anybody know how to implement this (or maybe someone already did)?

I'm not sure if there is anything in "core" for this, but I hacked
something together years ago. I'm not sure if I'd choose the same code
to accomplish the feat now, but this works in our environment:

package RT::Ticket;
no warnings qw(redefine);

use Text::Trim;
use Carp;

sub Problem {
my $self = shift;
my %args = (
return_not_determined => 1,
Type  => '',
@_,
);

my $transactions = $self->Transactions;
while (my $transaction = $transactions->Next) {
if (($transaction->Type || q{}) eq 'Create') {
my $content = trim(
$transaction->Content(
Type => $args{Type},
)
);

return $content if $self->IsProblemOkay(problem => $content);
}
}
my $subject = trim($self->Subject);
return $subject if $self->IsProblemOkay(problem => $subject);

if ($args{return_not_determined}) {
return 'Problem not determined.';
}
else {
return q{};
}
}

sub IsProblemOkay {
my $self = shift;
my %args = (
problem => undef,
@_,
);

return (defined $args{problem} && $args{problem} =~ /\S/);
}



You'll need to hijack the RT::Ticket namespace to add those
subroutines. Then you can use it in templates and other places like:

$Ticket->Problem

HTH,

-m

> Thank you in advance
> Cris
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[rt-users] How RT know it's new or not ticket

[Albert Shih]

Hi,

I would like to know on which header/subject RT know a incomming mail
(throught rt-mailgate) is a answer to a old ticket.

I ask that because I got this problem :

  2 queues on our RT. One open « A », one « B » mostly close strict

  A ticket is created in B.

  Some user (rt user) forward the message from RT to user X.

  X answer to this message, but he not allow to answer on this queue (he's
  not a Cc).

  So RT answer to X with a « permission denied » message.

  X try to forward (yes a true forward throught the mta) this message
  to queue A and also get a permission denied.

  I check inside the log of RT, and see the RT still think the forwarded
  message is a answer to queue B.

Regards.

JAS



--
Albert SHIH
DIO bâtiment 15
Observatoire de Paris
5 Place Jules Janssen
92195 Meudon Cedex
France
Téléphone : +33 1 45 07 76 26/+33 6 86 69 95 71
xmpp: j...@obspm.fr
Heure local/Local time:
mer 22 jui 2016 14:53:15 CEST
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Re: [rt-users] url encoding

[Joe Kirby]

Got it!!! It worked great.

Thank you so so much.

Joe

Joe Kirby ,  Assistant Vice President, Business Systems
Division of Information Technology (DoIT) 
Support Response -   http://www.umbc.edu/doit 
Administration 627
Office - 410-455-3020 
Email - ki...@umbc.edu

> On Jun 22, 2016, at 7:04 AM, Christian Loos  wrote:
> 
> OK, again a copy error, use this one
> 
> https://umbc.co1.qualtrics.com/SE/?{$HTML::Mason::Commands::m->comp('/Elements/QueryString',
>SID   => 'SV_4IbNK0n1unOaIEB',
>groupid   => 'BSG',
>ticketid  => $Ticket->Id,
>ticketowner   => $Ticket->OwnerObj->EmailAddress,
>customeremail => $Ticket->RequestorAddresses,
>ticketsubject => $Ticket->Subject,
> );
> }
> 
> Am 22.06.2016 um 13:00 schrieb Christian Loos:
>> OK, I now see the problem.
>> 
>> Try this:
>> 
>> https://umbc.co1.qualtrics.com/SE/?{$m->comp('/Elements/QueryString',
>>SID   => 'SV_4IbNK0n1unOaIEB',
>>groupid   => 'BSG',
>>ticketid  => $Ticket->Id,
>>ticketowner   => $Ticket->OwnerObj->EmailAddress,
>>customeremail => $Ticket->RequestorAddresses,
>>ticketsubject => $Ticket->Subject,
>> );
>> }
> 
> -- 
> Christian Loos
> 
> NETCOLOGNE Gesellschaft für Telekommunikation mbH
> Am Coloneum 9 | 50829 Köln
> 
> Geschäftsführer: Jost Hermanns, Mario Wilhelm
> Vorsitzender des Aufsichtsrates: Dr. Andreas Cerbe
> HRB 25580, AG Köln

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Re: [rt-users] url encoding

[Joe Kirby]

I really appreciate your efforts on this and when I did this, which seemed to 
look really good, I got the following error in the logs

BTW, I tried it with comp and scomp

[3056] [Wed Jun 22 11:01:32 2016] [error]: Template parsing error: Can't call 
method "comp" on an undefined value at template line 13,  line 2271.

Stack:
  [template:13]
  [/local/rt-4.2.11/sbin/../lib/RT/Template.pm:553]
  [/local/rt-4.2.11/sbin/../lib/RT/Template.pm:503]
  [/local/rt-4.2.11/sbin/../lib/RT/Template.pm:434]
  [/local/rt-4.2.11/sbin/../lib/RT/Template.pm:414]
  [/local/rt-4.2.11/sbin/../lib/RT/Action/SendEmail.pm:139]
  [/local/rt-4.2.11/sbin/../lib/RT/Action/Notify.pm:69]
  [/local/rt-4.2.11/sbin/../lib/RT/ScripAction.pm:223]
  [/local/rt-4.2.11/sbin/../lib/RT/Scrip.pm:637]
  [/local/rt-4.2.11/sbin/../lib/RT/Scrips.pm:342]
  [/local/rt-4.2.11/sbin/../local/lib/RT/Transaction.pm:189]
  [/local/rt-4.2.11/sbin/../lib/RT/Record.pm:1696]
  [/local/rt-4.2.11/sbin/../lib/RT/Ticket.pm:2709]
  [/local/rt-4.2.11/sbin/../lib/RT/Ticket.pm:2411]
  [/local/rt-4.2.11/sbin/../lib/RT/Ticket.pm:2361]
  [/local/rt-4.2.11/sbin/../lib/RT/Record.pm:1011]
  [/local/rt-4.2.11/sbin/../lib/RT/Record.pm:990]
  [/local/rt-4.2.11/sbin/../lib/RT/Interface/Web.pm:2774]
  [/local/rt-4.2.11/sbin/../lib/RT/Interface/Web.pm:2886]
  [/local/rt-4.2.11/share/html/Ticket/Modify.html:97]
  [/local/rt-4.2.11/share/html/Ticket/autohandler:66]
  [/local/rt-4.2.11/sbin/../lib/RT/Interface/Web.pm:681]
  [/local/rt-4.2.11/sbin/../lib/RT/Interface/Web.pm:369]
  [/local/rt-4.2.11/share/html/autohandler:53] 
(/local/rt-4.2.11/sbin/../lib/RT/Template.pm:548)
[3056] [Wed Jun 22 11:01:32 2016] [info]:  #706954/12400455 - Scrip 943 UMBC-10 
On Correspond for Other Recipients - Transbatch 
(/local/rt-4.2.11/sbin/../lib/RT/Action/SendEmail.pm:284)
[3056] [Wed Jun 22 11:01:32 2016] [info]:  No recipients found. Not sending. 
(/local/rt-4.2.11/sbin/../lib/RT/Interface/Email.pm:380)
[3056] [Wed Jun 22 11:02:22 2016] [error]: Template parsing error: Can't call 
method "scomp" on an undefined value at template line 13,  line 2271.

Stack:
  [template:13]
  [/local/rt-4.2.11/sbin/../lib/RT/Template.pm:553]
  [/local/rt-4.2.11/sbin/../lib/RT/Template.pm:503]
  [/local/rt-4.2.11/sbin/../lib/RT/Template.pm:434]
  [/local/rt-4.2.11/sbin/../lib/RT/Template.pm:414]
  [/local/rt-4.2.11/sbin/../lib/RT/Action/SendEmail.pm:139]
  [/local/rt-4.2.11/sbin/../lib/RT/Action/Notify.pm:69]
  [/local/rt-4.2.11/sbin/../lib/RT/ScripAction.pm:223]
  [/local/rt-4.2.11/sbin/../lib/RT/Scrip.pm:637]
  [/local/rt-4.2.11/sbin/../lib/RT/Scrips.pm:342]
  [/local/rt-4.2.11/sbin/../local/lib/RT/Transaction.pm:189]
  [/local/rt-4.2.11/sbin/../lib/RT/Record.pm:1696]
  [/local/rt-4.2.11/sbin/../lib/RT/Ticket.pm:2709]
  [/local/rt-4.2.11/sbin/../lib/RT/Ticket.pm:2411]
  [/local/rt-4.2.11/sbin/../lib/RT/Ticket.pm:2361]
  [/local/rt-4.2.11/sbin/../lib/RT/Record.pm:1011]
  [/local/rt-4.2.11/sbin/../lib/RT/Record.pm:990]
  [/local/rt-4.2.11/sbin/../lib/RT/Interface/Web.pm:2774]
  [/local/rt-4.2.11/sbin/../lib/RT/Interface/Web.pm:2886]
  [/local/rt-4.2.11/share/html/Ticket/Modify.html:97]
  [/local/rt-4.2.11/share/html/Ticket/autohandler:66]
  [/local/rt-4.2.11/sbin/../lib/RT/Interface/Web.pm:681]
  [/local/rt-4.2.11/sbin/../lib/RT/Interface/Web.pm:369]
  [/local/rt-4.2.11/share/html/autohandler:53] 
(/local/rt-4.2.11/sbin/../lib/RT/Template.pm:548)

Joe Kirby ,  Assistant Vice President, Business Systems
Division of Information Technology (DoIT) 
Support Response -   http://www.umbc.edu/doit 
Administration 627
Office - 410-455-3020 
Email - ki...@umbc.edu

> On Jun 22, 2016, at 7:00 AM, Christian Loos  wrote:
> 
> OK, I now see the problem.
> 
> Try this:
> 
> https://umbc.co1.qualtrics.com/SE/?{$m->comp('/Elements/QueryString',
>SID   => 'SV_4IbNK0n1unOaIEB',
>groupid   => 'BSG',
>ticketid  => $Ticket->Id,
>ticketowner   => $Ticket->OwnerObj->EmailAddress,
>customeremail => $Ticket->RequestorAddresses,
>ticketsubject => $Ticket->Subject,
> );
> }
> 
> 
> 
> Am 22.06.2016 um 12:56 schrieb Joe Kirby:
>> Thank you for such a quick response
>> 
>> I did what you said and it suppresses the value in the email but I am
>> still not getting the value for query_string places within the url for
>> some reason. I did remove the quotes as that was a last ditch effort the
>> last time I tried
>> 
>> Here is the result with the s in from of comp
>> 
>> If you agree your issue is resolved, please give us feedback on your
>> experience by completing a brief satisfaction survey: 
>> 
>> 
>> https://umbc.co1.qualtrics.com/SE/?
>> 
>> 
>> Joe Kirby ,  Assistant Vice President, Business Systems
>> Division of Information Technology (DoIT) 
>> Support Response -   http://www.umbc.edu/doit 
>> Administration 627
>> Office - 410-455-3020 
>> Email - ki...@umbc.edu 
>> 
>>> On Jun 22, 2016, at 6:52 AM, Christian Loos >> 

Re: [rt-users] url encoding

[Christian Loos]

OK, again a copy error, use this one

https://umbc.co1.qualtrics.com/SE/?{$HTML::Mason::Commands::m->comp('/Elements/QueryString',
SID   => 'SV_4IbNK0n1unOaIEB',
groupid   => 'BSG',
ticketid  => $Ticket->Id,
ticketowner   => $Ticket->OwnerObj->EmailAddress,
customeremail => $Ticket->RequestorAddresses,
ticketsubject => $Ticket->Subject,
);
}

Am 22.06.2016 um 13:00 schrieb Christian Loos:
> OK, I now see the problem.
> 
> Try this:
> 
> https://umbc.co1.qualtrics.com/SE/?{$m->comp('/Elements/QueryString',
> SID   => 'SV_4IbNK0n1unOaIEB',
> groupid   => 'BSG',
> ticketid  => $Ticket->Id,
> ticketowner   => $Ticket->OwnerObj->EmailAddress,
> customeremail => $Ticket->RequestorAddresses,
> ticketsubject => $Ticket->Subject,
> );
> }

-- 
Christian Loos

NETCOLOGNE Gesellschaft für Telekommunikation mbH
Am Coloneum 9 | 50829 Köln

Geschäftsführer: Jost Hermanns, Mario Wilhelm
Vorsitzender des Aufsichtsrates: Dr. Andreas Cerbe
HRB 25580, AG Köln
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] url encoding

[Joe Kirby]

Thank you for such a quick response

I did what you said and it suppresses the value in the email but I am still not 
getting the value for query_string places within the url for some reason. I did 
remove the quotes as that was a last ditch effort the last time I tried

Here is the result with the s in from of comp

If you agree your issue is resolved, please give us feedback on your experience 
by completing a brief satisfaction survey: 


https://umbc.co1.qualtrics.com/SE/? 


Joe Kirby ,  Assistant Vice President, Business Systems
Division of Information Technology (DoIT) 
Support Response -   http://www.umbc.edu/doit 
Administration 627
Office - 410-455-3020 
Email - ki...@umbc.edu

> On Jun 22, 2016, at 6:52 AM, Christian Loos  wrote:
> 
> OK, my fault ;-)
> 
> Change
> 
> my $query_string = $HTML::Mason::Commands::m->comp('/Elements/QueryString',
> 
> to this (note the 's')
> 
> my $query_string = $HTML::Mason::Commands::m->scomp('/Elements/QueryString',
> 
> and this
> 
> https://umbc.co1.qualtrics.com/SE/?{'$query_string'}
> 
> should be this (no quotes)
> 
> https://umbc.co1.qualtrics.com/SE/?{$query_string}
> 
> Chris
> 
> Am 22.06.2016 um 12:40 schrieb Joe Kirby:
>> Thank you both.
>> 
>> It does do a great job of translating however it does not seem the field
>> is actually available for the command line
>> 
>> Here is the full template and then the email result. Am I missing a
>> comma or something?
>> 
>> TEMPLATE
>> RT-Attach-Message: Yes
>> Subject:  {$Ticket->Subject} [RESOLVED]
>> 
>> R e s o l u t i o n:
>> = = = = = = = = = = = = = = = = = = =  
>> 
>> {$Transaction->Content()}
>> _
>> 
>> If you agree your issue is resolved, please give us feedback on your
>> experience by completing a brief satisfaction survey: 
>> 
>> {
>> my $query_string = $HTML::Mason::Commands::m->comp('/Elements/QueryString',
>>   SID   => 'SV_4IbNK0n1unOaIEB',
>>   groupid   => 'BSG',
>>   ticketid  => $Ticket->Id,
>>   ticketowner   => $Ticket->OwnerObj->EmailAddress,
>>   customeremail => $Ticket->RequestorAddresses,
>>   ticketsubject => $Ticket->Subject,
>> );
>> }
>> https://umbc.co1.qualtrics.com/SE/?{'$query_string'}
>> 
>> 
>> If you believe your issue has not been resolved, please respond to this
>> message, which will reopen your ticket. Note: A full record of your
>> request can be found at:  
>> 
>> Ticket > {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} >
>> 
>> Thank You
>> ——
>> 
>> Email result from TEMPLATE
>> 
>> R e s o l u t i o n:
>> = = = = = = = = = = = = = = = = = = =  
>> 
>> This transaction appears to have no content
>> _
>> 
>> If you agree your issue is resolved, please give us feedback on your
>> experience by completing a brief satisfaction survey: 
>> 
>> SID=SV_4IbNK0n1unOaIEB=jkirby%40umbc.edu
>> =BSG=706954=Test%20Case%23%201234
>> https://umbc.co1.qualtrics.com/SE/?$query_string
>> 
>> 
>> If you believe your issue has not been resolved, please respond to this
>> message, which will reopen your ticket. Note: A full record of your
>> request can be found at:  
>> 
>> Ticket https://rt.umbc.edu/Ticket/Display.html?id=706954 >
>> 
>> Thank You
>> 
>> Joe Kirby ,  Assistant Vice President, Business Systems
>> Division of Information Technology (DoIT) 
>> Support Response -   http://www.umbc.edu/doit 
>> Administration 627
>> Office - 410-455-3020 
>> Email - ki...@umbc.edu 
>> 
>>> On Jun 22, 2016, at 5:12 AM, Christian Loos >> > wrote:
>>> 
>>> Am 22.06.2016 um 10:59 schrieb Emmanuel Lacour:
 Nice idea, but is $m available in RT templates (never tried) ?
>>> 
>>> You are right, you must replace line
>>> 
>>> my $query_string = $m->comp('/Elements/QueryString',
>>> 
>>> with
>>> 
>>> my $query_string =
>>> $HTML::Mason::Commands::m->comp('/Elements/QueryString',
>>> 
>>> Chris
>> 
> 
> -- 
> Christian Loos
> 
> NETCOLOGNE Gesellschaft für Telekommunikation mbH
> Am Coloneum 9 | 50829 Köln
> 
> Geschäftsführer: Jost Hermanns, Mario Wilhelm
> Vorsitzender des Aufsichtsrates: Dr. Andreas Cerbe
> HRB 25580, AG Köln

-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] url encoding

[Christian Loos]

OK, my fault ;-)

Change

my $query_string = $HTML::Mason::Commands::m->comp('/Elements/QueryString',

to this (note the 's')

my $query_string = $HTML::Mason::Commands::m->scomp('/Elements/QueryString',

and this

https://umbc.co1.qualtrics.com/SE/?{'$query_string'}

should be this (no quotes)

https://umbc.co1.qualtrics.com/SE/?{$query_string}

Chris

Am 22.06.2016 um 12:40 schrieb Joe Kirby:
> Thank you both.
> 
> It does do a great job of translating however it does not seem the field
> is actually available for the command line
> 
> Here is the full template and then the email result. Am I missing a
> comma or something?
> 
> TEMPLATE
> RT-Attach-Message: Yes
> Subject:  {$Ticket->Subject} [RESOLVED]
> 
> R e s o l u t i o n:
> = = = = = = = = = = = = = = = = = = =  
> 
> {$Transaction->Content()}
> _
> 
> If you agree your issue is resolved, please give us feedback on your
> experience by completing a brief satisfaction survey: 
> 
> {
> my $query_string = $HTML::Mason::Commands::m->comp('/Elements/QueryString',
>SID   => 'SV_4IbNK0n1unOaIEB',
>groupid   => 'BSG',
>ticketid  => $Ticket->Id,
>ticketowner   => $Ticket->OwnerObj->EmailAddress,
>customeremail => $Ticket->RequestorAddresses,
>ticketsubject => $Ticket->Subject,
> );
> }
> https://umbc.co1.qualtrics.com/SE/?{'$query_string'}
> 
> 
> If you believe your issue has not been resolved, please respond to this
> message, which will reopen your ticket. Note: A full record of your
> request can be found at:  
> 
> Ticket  {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} >
> 
> Thank You
> ——
> 
> Email result from TEMPLATE
> 
> R e s o l u t i o n:
> = = = = = = = = = = = = = = = = = = =  
> 
> This transaction appears to have no content
> _
> 
> If you agree your issue is resolved, please give us feedback on your
> experience by completing a brief satisfaction survey: 
> 
> SID=SV_4IbNK0n1unOaIEB=jkirby%40umbc.edu
> =BSG=706954=Test%20Case%23%201234
> https://umbc.co1.qualtrics.com/SE/?$query_string
> 
> 
> If you believe your issue has not been resolved, please respond to this
> message, which will reopen your ticket. Note: A full record of your
> request can be found at:  
> 
> Ticket https://rt.umbc.edu/Ticket/Display.html?id=706954 >
> 
> Thank You
> 
> Joe Kirby ,  Assistant Vice President, Business Systems
> Division of Information Technology (DoIT) 
> Support Response -   http://www.umbc.edu/doit 
> Administration 627
> Office - 410-455-3020 
> Email - ki...@umbc.edu 
> 
>> On Jun 22, 2016, at 5:12 AM, Christian Loos > > wrote:
>>
>> Am 22.06.2016 um 10:59 schrieb Emmanuel Lacour:
>>> Nice idea, but is $m available in RT templates (never tried) ?
>>
>> You are right, you must replace line
>>
>> my $query_string = $m->comp('/Elements/QueryString',
>>
>> with
>>
>> my $query_string =
>> $HTML::Mason::Commands::m->comp('/Elements/QueryString',
>>
>> Chris
> 

-- 
Christian Loos

NETCOLOGNE Gesellschaft für Telekommunikation mbH
Am Coloneum 9 | 50829 Köln

Geschäftsführer: Jost Hermanns, Mario Wilhelm
Vorsitzender des Aufsichtsrates: Dr. Andreas Cerbe
HRB 25580, AG Köln
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] url encoding

[Joe Kirby]

Thank you both.

It does do a great job of translating however it does not seem the field is 
actually available for the command line

Here is the full template and then the email result. Am I missing a comma or 
something?

TEMPLATE
RT-Attach-Message: Yes
Subject:  {$Ticket->Subject} [RESOLVED]

R e s o l u t i o n:
= = = = = = = = = = = = = = = = = = =  

{$Transaction->Content()}
_

If you agree your issue is resolved, please give us feedback on your experience 
by completing a brief satisfaction survey: 

{
my $query_string = $HTML::Mason::Commands::m->comp('/Elements/QueryString',
   SID   => 'SV_4IbNK0n1unOaIEB',
   groupid   => 'BSG',
   ticketid  => $Ticket->Id,
   ticketowner   => $Ticket->OwnerObj->EmailAddress,
   customeremail => $Ticket->RequestorAddresses,
   ticketsubject => $Ticket->Subject,
);
}
https://umbc.co1.qualtrics.com/SE/?{'$query_string'}


If you believe your issue has not been resolved, please respond to this 
message, which will reopen your ticket. Note: A full record of your request can 
be found at:  

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

Thank You
——

Email result from TEMPLATE

R e s o l u t i o n:
= = = = = = = = = = = = = = = = = = =  

This transaction appears to have no content
_

If you agree your issue is resolved, please give us feedback on your experience 
by completing a brief satisfaction survey: 

SID=SV_4IbNK0n1unOaIEB=jkirby%40umbc.edu 
=BSG=706954=Test%20Case%23%201234
https://umbc.co1.qualtrics.com/SE/?$query_string 



If you believe your issue has not been resolved, please respond to this 
message, which will reopen your ticket. Note: A full record of your request can 
be found at:  

Ticket https://rt.umbc.edu/Ticket/Display.html?id=706954 
 >

Thank You

Joe Kirby ,  Assistant Vice President, Business Systems
Division of Information Technology (DoIT) 
Support Response -   http://www.umbc.edu/doit 
Administration 627
Office - 410-455-3020 
Email - ki...@umbc.edu

> On Jun 22, 2016, at 5:12 AM, Christian Loos  wrote:
> 
> Am 22.06.2016 um 10:59 schrieb Emmanuel Lacour:
>> Nice idea, but is $m available in RT templates (never tried) ?
> 
> You are right, you must replace line
> 
> my $query_string = $m->comp('/Elements/QueryString',
> 
> with
> 
> my $query_string = $HTML::Mason::Commands::m->comp('/Elements/QueryString',
> 
> Chris

-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] url encoding

[Christian Loos]

Am 22.06.2016 um 10:59 schrieb Emmanuel Lacour:
> Nice idea, but is $m available in RT templates (never tried) ?

You are right, you must replace line

my $query_string = $m->comp('/Elements/QueryString',

with

my $query_string = $HTML::Mason::Commands::m->comp('/Elements/QueryString',

Chris
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] url encoding

[Emmanuel Lacour]

Le 22/06/2016 à 10:48, Christian Loos a écrit :
>> https://umbc.co1.qualtrics.com/SE/?SID=SV_4IbNK0n1unOaIEB=BSG={$Ticket->Id}={$Ticket->OwnerObj->EmailAddress}={$Ticket->RequestorAddresses}={uri_escape($Ticket->Subject)}
> 
> I would use the /Elements/QueryString RT component here, which will do
> all the funny URI encoding and parameter concatenation for you:
> 
> {
> my $query_string = $m->comp('/Elements/QueryString',
> SID   => 'SV_4IbNK0n1unOaIEB',
> groupid   => 'BSG',
> ticketid  => $Ticket->Id,
> ticketowner   => $Ticket->OwnerObj->EmailAddress,
> customeremail => $Ticket->RequestorAddresses,
> ticketsubject => $Ticket->Subject,
> );
> }
> 
> https://umbc.co1.qualtrics.com/SE/?{$query_string}
>


Nice idea, but is $m available in RT templates (never tried) ?
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] url encoding

[Christian Loos]

> https://umbc.co1.qualtrics.com/SE/?SID=SV_4IbNK0n1unOaIEB=BSG={$Ticket->Id}={$Ticket->OwnerObj->EmailAddress}={$Ticket->RequestorAddresses}={uri_escape($Ticket->Subject)}

I would use the /Elements/QueryString RT component here, which will do
all the funny URI encoding and parameter concatenation for you:

{
my $query_string = $m->comp('/Elements/QueryString',
SID   => 'SV_4IbNK0n1unOaIEB',
groupid   => 'BSG',
ticketid  => $Ticket->Id,
ticketowner   => $Ticket->OwnerObj->EmailAddress,
customeremail => $Ticket->RequestorAddresses,
ticketsubject => $Ticket->Subject,
);
}

https://umbc.co1.qualtrics.com/SE/?{$query_string}

Chris
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] url encoding

[Emmanuel Lacour]

Le 22/06/2016 à 01:16, Joe Kirby a écrit :
> I have a template which provides a link to our survey tool and recently
> I was asked to add subject to the parts included in the url. 
> 
> Since the ticket subject contains spaces, etc. that may not lend them
> selves to a url
> 
> I found a way to handle spaces but then I get a subject with a # sign
> which creates a short circuited subject value
> 
> Below are 2 options with the ending part(in red) differs. 
> 
> The first one works but only handles spaces. 
> 
> The second one would be wholistic but RT does not like the syntax. Any
> ideas?
> 


you can use:


{use URI::Escape; uri_escape($Ticket->Subject);}


or any other perl module that does the same.
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016