Re: [rt-users] Overriding files in lib/RT?

[Alex Hall]

Sorry, but can you clarify "run FCGI by hand"? Currently, I run spawn-fcgi
to specify the address, port, and location of the RT FCGI server. All that
gives me is a success or error message on initial start, but any subsequent
errors don't seem to be logged anywhere. This is the only way I know to get
the FCGI server running. How do you do it? I'd love a way that would give
me more information. Thanks.

On Mon, Oct 31, 2016 at 4:29 PM, Kenneth Marshall  wrote:

> On Mon, Oct 31, 2016 at 04:17:11PM -0400, Alex Hall wrote:
> > Hi all,
> > Thanks for the responses, it's partially working. When I use my
> > Email_Local.pm, the server refuses to start, yet I have no errors.
> Running
> > it through Perl's checker reveals only:
> >
> > Name "RT::Logger" used only once: possible typo at Email_Local.pm at
> line 31
> >
> > Perl says everything else is fine. I pulled the single function I wanted
> to
> > modify out of the original Email.pm (ParseTicketId) and left it alone,
> > except for changing \s+ to \s* in the "if (my $@captures" line. As usual,
> > any errors that might be generated are going who knows where, so I'm not
> > sure where to start looking. As I said, Perl thinks this is fine save
> that
> > warning, but RT definitely doesn't. Any thoughts? Here's the file:
> >
>
> Hi Alex,
>
> Try running the fcgi process by hand and look for any errors. Sometimes,
> the one function you pull has dependencies on other function in the file
> which means that they would need to be in the new file as well. Running
> it by hand gave a useful error for me.
>
> Regards,
> Ken
>



-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - Q1 2017

Re: [rt-users] Overriding files in lib/RT?

[Kenneth Marshall]

On Mon, Oct 31, 2016 at 04:17:11PM -0400, Alex Hall wrote:
> Hi all,
> Thanks for the responses, it's partially working. When I use my
> Email_Local.pm, the server refuses to start, yet I have no errors. Running
> it through Perl's checker reveals only:
> 
> Name "RT::Logger" used only once: possible typo at Email_Local.pm at line 31
> 
> Perl says everything else is fine. I pulled the single function I wanted to
> modify out of the original Email.pm (ParseTicketId) and left it alone,
> except for changing \s+ to \s* in the "if (my $@captures" line. As usual,
> any errors that might be generated are going who knows where, so I'm not
> sure where to start looking. As I said, Perl thinks this is fine save that
> warning, but RT definitely doesn't. Any thoughts? Here's the file:
> 

Hi Alex,

Try running the fcgi process by hand and look for any errors. Sometimes,
the one function you pull has dependencies on other function in the file
which means that they would need to be in the new file as well. Running
it by hand gave a useful error for me.

Regards,
Ken
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - Q1 2017

Re: [rt-users] Overriding files in lib/RT?

[Alex Hall]

Hi all,
Thanks for the responses, it's partially working. When I use my
Email_Local.pm, the server refuses to start, yet I have no errors. Running
it through Perl's checker reveals only:

Name "RT::Logger" used only once: possible typo at Email_Local.pm at line 31

Perl says everything else is fine. I pulled the single function I wanted to
modify out of the original Email.pm (ParseTicketId) and left it alone,
except for changing \s+ to \s* in the "if (my $@captures" line. As usual,
any errors that might be generated are going who knows where, so I'm not
sure where to start looking. As I said, Perl thinks this is fine save that
warning, but RT definitely doesn't. Any thoughts? Here's the file:


use strict;
use warnings;
no warnings qw(redefine);

package RT::Interface::Email;

#Takes a string and searches for [subjecttag #id]

#Returns the id if a match is found.  Otherwise returns undef.

sub ParseTicketId {
my $Subject = shift;

my $rtname = RT->Config->Get('rtname');
my $test_name = RT->Config->Get('EmailSubjectTagRegex') ||
qr/\Q$rtname\E/i;

# We use @captures and pull out the last capture value to guard against
# someone using (...) instead of (?:...) in $EmailSubjectTagRegex.
my $id;
if ( my @captures = $Subject =~ /\[$test_name\s*\#(\d+)\s*\]/i ) {
$id = $captures[-1];
} else {
foreach my $tag ( RT->System->SubjectTag ) {
next unless my @captures = $Subject =~
/\[\Q$tag\E\s+\#(\d+)\s*\]/i;
$id = $captures[-1];
last;
}
}
return undef unless $id;

$RT::Logger->debug("Found a ticket ID. It's $id");
return $id;
}



On Mon, Oct 31, 2016 at 12:18 PM, Nilesh  wrote:

> To extend you should either add code in Email_Local.pm or
> Email_Overlay.pm. If you name it as Email.pm then you have to copy all code
> from existing module and modify it.
>
> I'm not sure about differences between Overlay and Local but I think that
> difference is for OO vs adding some functionality.
>
> --
> Nilesh
>
> On 31-Oct-2016 9:45 PM, "Matt Zagrabelny"  wrote:
>
>> Hi Alex,
>>
>> On Mon, Oct 31, 2016 at 11:09 AM, Alex Hall  wrote:
>> > Hey list,
>> > How would I override /opt/rt4/lib/RT/Interface/Email.pm?
>>
>> Overlays.
>>
>> https://docs.bestpractical.com/rt/4.4.1/RT/StyleGuide.html#
>> EXTENDING-RT-CLASSES
>>
>> It looks like there is also an outdated wiki article:
>>
>> https://rt-wiki.bestpractical.com/wiki/ObjectModel
>>
>> -m
>> -
>> RT 4.4 and RTIR training sessions, and a new workshop day!
>> https://bestpractical.com/training
>> * Los Angeles - Q1 2017
>>
>
> -
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Los Angeles - Q1 2017
>



-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - Q1 2017

Re: [rt-users] Mason Cache clear

[Torsten Brumm]

Check permissions Brian

Von meinem iPhone gesendet

> Am 31.10.2016 um 18:49 schrieb Dunbar, Brian :
> 
> I was installing RT-Extension-ActivityReports into RT 4.4.0 after the install 
> I ran 
> rm -rf /opt/rt4/var/mason_data/obj
> then service apache2 restart
> 
> Apache restarted ok but RT will not load. I found this error in syslog but 
> not sure what to fix.
> [40707] mkdir /opt/rt4/var/mason_data/obj/3407077840: Permission denied at 
> /usr/share/perl5/HTML/Mason/Compiler/ToObject.pm line 115.#012#012Stack:#012 
> [/usr/share/perl/5.20/Carp.pm:166]#012  
> [/usr/share/perl/5.20/File/Path.pm:156]#012  
> [/usr/share/perl/5.20/File/Path.pm:133]#012  
> [/usr/share/perl/5.20/File/Path.pm:114]#012
> [/usr/share/perl5/HTML/Mason/Compiler/ToObject.pm:115]#012  
> [/usr/share/perl5/HTML/Mason/Interp.pm:440]#012  
> [/usr/share/perl5/HTML/Mason/Interp.pm:776]#012  
> [/usr/share/perl5/HTML/Mason/Request.pm:259]#012  
> [/usr/share/perl5/HTML/Mason/Request.pm:215]#012  
> [/opt/rt4/sbin/../lib/RT/Interface/Web/Request.pm:61]#012  
> [/usr/share/perl5/Class/Container.pm:275]#012  
> [/usr/share/perl5/Class/Container.pm:353]#012  
> [/usr/share/perl5/HTML/Mason/Interp.pm:351]#012  
> [/usr/share/perl5/HTML/Mason/Interp.pm:345]#012  
> [/usr/share/perl5/HTML/Mason/PSGIHandler.pm:59]#012  
> [/usr/share/perl5/HTML/Mason/PSGIHandler/Streamy.pm:52]#012  
> [/usr/share/perl5/Plack/Util.pm:301]#012  [/usr/share/perl5/
> 
> Then I google clearing mason cache and it shows 
> rm -Rf /usr/local/rt4/var/mason_data/obj/*
> Not usre if the asterisk at end makes difference I tried that after still no 
> luck.
> 
> Anyone see what is wrong and how to fix?  Greatly appreciated.
> -
> RT 4.4 and RTIR training sessions, and a new workshop day! 
> https://bestpractical.com/training
> * Los Angeles - Q1 2017
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - Q1 2017

Re: [rt-users] Mason Cache clear

[Dunbar, Brian]

Thank you Landon, Torsten and Alex.  I checked the folder permissions under 
mason_data and set /obj to 770  to match the other two folders and restarted 
apache and it is working again. Thank you glad I am not in production yet.

From: Landon Stewart [mailto:lstew...@internap.com]
Sent: Monday, October 31, 2016 2:02 PM
To: Dunbar, Brian
Cc: rt-users
Subject: Re: [rt-users] Mason Cache clear

Hi Brian,

Check what user apache2 runs as (probably www-data but depends on what distro 
you use).  Then make sure that user can write to the 
/opt/rt4/var/mason_data/obj directory (chown -R www-data:www-data 
/opt/rt4/var/mason_data/obj).

To make sure apache2 runs as www-data (or to find out what it does run as) 
check the output of "ps aux | grep apache2".  There will be one process running 
as root but the others will run as a different user; that is the one you want.

On Oct 31, 2016, at 10:49 AM, Dunbar, Brian 
> wrote:

I was installing RT-Extension-ActivityReports into RT 4.4.0 after the install I 
ran
rm -rf /opt/rt4/var/mason_data/obj
then service apache2 restart

Apache restarted ok but RT will not load. I found this error in syslog but not 
sure what to fix.
[40707] mkdir /opt/rt4/var/mason_data/obj/3407077840: Permission denied at 
/usr/share/perl5/HTML/Mason/Compiler/ToObject.pm line 115.#012#012Stack:#012
[/usr/share/perl/5.20/Carp.pm:166]#012  
[/usr/share/perl/5.20/File/Path.pm:156]#012
[/usr/share/perl/5.20/File/Path.pm:133]#012
[/usr/share/perl/5.20/File/Path.pm:114]#012
[/usr/share/perl5/HTML/Mason/Compiler/ToObject.pm:115]#012
[/usr/share/perl5/HTML/Mason/Interp.pm:440]#012
[/usr/share/perl5/HTML/Mason/Interp.pm:776]#012
[/usr/share/perl5/HTML/Mason/Request.pm:259]#012
[/usr/share/perl5/HTML/Mason/Request.pm:215]#012
[/opt/rt4/sbin/../lib/RT/Interface/Web/Request.pm:61]#012
[/usr/share/perl5/Class/Container.pm:275]#012
[/usr/share/perl5/Class/Container.pm:353]#012
[/usr/share/perl5/HTML/Mason/Interp.pm:351]#012
[/usr/share/perl5/HTML/Mason/Interp.pm:345]#012
[/usr/share/perl5/HTML/Mason/PSGIHandler.pm:59]#012
[/usr/share/perl5/HTML/Mason/PSGIHandler/Streamy.pm:52]#012
[/usr/share/perl5/Plack/Util.pm:301]#012  [/usr/share/perl5/

Then I google clearing mason cache and it shows
rm -Rf /usr/local/rt4/var/mason_data/obj/*
Not usre if the asterisk at end makes difference I tried that after still no 
luck.

Anyone see what is wrong and how to fix?  Greatly appreciated.
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - Q1 2017

--
Landon Stewart
Lead Analyst - Abuse and Security Management
INTERNAP ®
 lstew...@internap.com
 www.internap.com

-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - Q1 2017

Re: [rt-users] Mason Cache clear

[Landon Stewart]

Hi Brian,

Check what user apache2 runs as (probably www-data but depends on what distro 
you use).  Then make sure that user can write to the 
/opt/rt4/var/mason_data/obj directory (chown -R www-data:www-data 
/opt/rt4/var/mason_data/obj).

To make sure apache2 runs as www-data (or to find out what it does run as) 
check the output of "ps aux | grep apache2".  There will be one process running 
as root but the others will run as a different user; that is the one you want.

On Oct 31, 2016, at 10:49 AM, Dunbar, Brian 
> wrote:

I was installing RT-Extension-ActivityReports into RT 4.4.0 after the install I 
ran
rm -rf /opt/rt4/var/mason_data/obj
then service apache2 restart

Apache restarted ok but RT will not load. I found this error in syslog but not 
sure what to fix.
[40707] mkdir /opt/rt4/var/mason_data/obj/3407077840: Permission denied at 
/usr/share/perl5/HTML/Mason/Compiler/ToObject.pm line 115.#012#012Stack:#012
[/usr/share/perl/5.20/Carp.pm:166]#012  
[/usr/share/perl/5.20/File/Path.pm:156]#012
[/usr/share/perl/5.20/File/Path.pm:133]#012
[/usr/share/perl/5.20/File/Path.pm:114]#012
[/usr/share/perl5/HTML/Mason/Compiler/ToObject.pm:115]#012
[/usr/share/perl5/HTML/Mason/Interp.pm:440]#012
[/usr/share/perl5/HTML/Mason/Interp.pm:776]#012
[/usr/share/perl5/HTML/Mason/Request.pm:259]#012
[/usr/share/perl5/HTML/Mason/Request.pm:215]#012
[/opt/rt4/sbin/../lib/RT/Interface/Web/Request.pm:61]#012
[/usr/share/perl5/Class/Container.pm:275]#012
[/usr/share/perl5/Class/Container.pm:353]#012
[/usr/share/perl5/HTML/Mason/Interp.pm:351]#012
[/usr/share/perl5/HTML/Mason/Interp.pm:345]#012
[/usr/share/perl5/HTML/Mason/PSGIHandler.pm:59]#012
[/usr/share/perl5/HTML/Mason/PSGIHandler/Streamy.pm:52]#012
[/usr/share/perl5/Plack/Util.pm:301]#012  [/usr/share/perl5/

Then I google clearing mason cache and it shows
rm -Rf /usr/local/rt4/var/mason_data/obj/*
Not usre if the asterisk at end makes difference I tried that after still no 
luck.

Anyone see what is wrong and how to fix?  Greatly appreciated.
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - Q1 2017

--
Landon Stewart
Lead Analyst - Abuse and Security Management
INTERNAP ®
 lstew...@internap.com
 www.internap.com

-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - Q1 2017

Re: [rt-users] Mason Cache clear

[Alex Hall]

I'm a novice, but my guess is a permissions problem since the /obj
directory no longer exists. You erased it with that first command, I think,
and RT can't find/create it. Try re-creating it with mkdir, then restart
Apache again. If that fails, check the permissions on the obj directory;
the user under which RT runs should be able to control that folder. Again
though, I'm a novice.

On Mon, Oct 31, 2016 at 1:49 PM, Dunbar, Brian  wrote:

> I was installing RT-Extension-ActivityReports into RT 4.4.0 after the
> install I ran
> rm -rf /opt/rt4/var/mason_data/obj
> then service apache2 restart
>
> Apache restarted ok but RT will not load. I found this error in syslog but
> not sure what to fix.
> [40707] mkdir /opt/rt4/var/mason_data/obj/3407077840: Permission denied
> at /usr/share/perl5/HTML/Mason/Compiler/ToObject.pm line
> 115.#012#012Stack:#012
> [/usr/share/perl/5.20/Carp.pm:166]#012  [/usr/share/perl/5.20/File/
> Path.pm:156]#012
> [/usr/share/perl/5.20/File/Path.pm:133]#012
> [/usr/share/perl/5.20/File/Path.pm:114]#012
> [/usr/share/perl5/HTML/Mason/Compiler/ToObject.pm:115]#012
> [/usr/share/perl5/HTML/Mason/Interp.pm:440]#012
> [/usr/share/perl5/HTML/Mason/Interp.pm:776]#012
> [/usr/share/perl5/HTML/Mason/Request.pm:259]#012
> [/usr/share/perl5/HTML/Mason/Request.pm:215]#012
> [/opt/rt4/sbin/../lib/RT/Interface/Web/Request.pm:61]#012
> [/usr/share/perl5/Class/Container.pm:275]#012
> [/usr/share/perl5/Class/Container.pm:353]#012
> [/usr/share/perl5/HTML/Mason/Interp.pm:351]#012
> [/usr/share/perl5/HTML/Mason/Interp.pm:345]#012
> [/usr/share/perl5/HTML/Mason/PSGIHandler.pm:59]#012
> [/usr/share/perl5/HTML/Mason/PSGIHandler/Streamy.pm:52]#012
> [/usr/share/perl5/Plack/Util.pm:301]#012  [/usr/share/perl5/
>
> Then I google clearing mason cache and it shows
> rm -Rf /usr/local/rt4/var/mason_data/obj/*
> Not usre if the asterisk at end makes difference I tried that after still
> no luck.
>
> Anyone see what is wrong and how to fix?  Greatly appreciated.
> -
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Los Angeles - Q1 2017
>



-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - Q1 2017

[rt-users] Mason Cache clear

[Dunbar, Brian]

I was installing RT-Extension-ActivityReports into RT 4.4.0 after the install I 
ran 
rm -rf /opt/rt4/var/mason_data/obj
then service apache2 restart

Apache restarted ok but RT will not load. I found this error in syslog but not 
sure what to fix.
[40707] mkdir /opt/rt4/var/mason_data/obj/3407077840: Permission denied at 
/usr/share/perl5/HTML/Mason/Compiler/ToObject.pm line 115.#012#012Stack:#012 
[/usr/share/perl/5.20/Carp.pm:166]#012  
[/usr/share/perl/5.20/File/Path.pm:156]#012  
[/usr/share/perl/5.20/File/Path.pm:133]#012  
[/usr/share/perl/5.20/File/Path.pm:114]#012  
[/usr/share/perl5/HTML/Mason/Compiler/ToObject.pm:115]#012  
[/usr/share/perl5/HTML/Mason/Interp.pm:440]#012  
[/usr/share/perl5/HTML/Mason/Interp.pm:776]#012  
[/usr/share/perl5/HTML/Mason/Request.pm:259]#012  
[/usr/share/perl5/HTML/Mason/Request.pm:215]#012  
[/opt/rt4/sbin/../lib/RT/Interface/Web/Request.pm:61]#012  
[/usr/share/perl5/Class/Container.pm:275]#012  
[/usr/share/perl5/Class/Container.pm:353]#012  
[/usr/share/perl5/HTML/Mason/Interp.pm:351]#012  
[/usr/share/perl5/HTML/Mason/Interp.pm:345]#012  
[/usr/share/perl5/HTML/Mason/PSGIHandler.pm:59]#012  
[/usr/share/perl5/HTML/Mason/PSGIHandler/Streamy.pm:52]#012  
[/usr/share/perl5/Plack/Util.pm:301]#012  [/usr/share/perl5/

Then I google clearing mason cache and it shows 
rm -Rf /usr/local/rt4/var/mason_data/obj/*
Not usre if the asterisk at end makes difference I tried that after still no 
luck.

Anyone see what is wrong and how to fix?  Greatly appreciated.
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - Q1 2017

Re: [rt-users] Overriding files in lib/RT?

[Nilesh]

To extend you should either add code in Email_Local.pm or Email_Overlay.pm.
If you name it as Email.pm then you have to copy all code from existing
module and modify it.

I'm not sure about differences between Overlay and Local but I think that
difference is for OO vs adding some functionality.

--
Nilesh

On 31-Oct-2016 9:45 PM, "Matt Zagrabelny"  wrote:

> Hi Alex,
>
> On Mon, Oct 31, 2016 at 11:09 AM, Alex Hall  wrote:
> > Hey list,
> > How would I override /opt/rt4/lib/RT/Interface/Email.pm?
>
> Overlays.
>
> https://docs.bestpractical.com/rt/4.4.1/RT/StyleGuide.
> html#EXTENDING-RT-CLASSES
>
> It looks like there is also an outdated wiki article:
>
> https://rt-wiki.bestpractical.com/wiki/ObjectModel
>
> -m
> -
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Los Angeles - Q1 2017
>
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - Q1 2017

Re: [rt-users] Overriding files in lib/RT?

[Matt Zagrabelny]

Hi Alex,

On Mon, Oct 31, 2016 at 11:09 AM, Alex Hall  wrote:
> Hey list,
> How would I override /opt/rt4/lib/RT/Interface/Email.pm?

Overlays.

https://docs.bestpractical.com/rt/4.4.1/RT/StyleGuide.html#EXTENDING-RT-CLASSES

It looks like there is also an outdated wiki article:

https://rt-wiki.bestpractical.com/wiki/ObjectModel

-m
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - Q1 2017

[rt-users] Overriding files in lib/RT?

[Alex Hall]

Hey list,
How would I override /opt/rt4/lib/RT/Interface/Email.pm? I created
/opt/rt4/local/lib/RT/Interface/Email.pm, but that doesn't seem to be
working. After clearing the mason cache, then restarting the server, my new
regex didn't work. I'll check that the change is correct, but all I did was
change a plus sign to an asterisk to require zero or more spaces instead of
one or more. It seems more likely that I didn't do something correctly in
making my own copy of the file in question. I've done this for templates,
but never for anything under the lib directory.

-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - Q1 2017

Re: [rt-users] Gmail website replies to tickets, Outlook creates new ones

[Alex Hall]

You're right. After looking at what showed up on RT, not what was in the 
subject fields of the two clients, I have the problem. I think.

It seems that Outlook is removing the space before the # (pound sign) in the 
subject tag. That is:
Re: [Graphics #400]
turns into
Re: [Graphics#400]

Looks like I get to play with the subject tag regex.

Sent from my iPhone

> On Oct 31, 2016, at 10:16, Nilesh  wrote:
> 
> You should inspect the headers in both cases. If they contain in-reply-to, you
> can use that to solve the problem.
> 
> My problem originally was people in Cc replying to a mail sent to RT (and by
> default, people in CC do not get auto reply email). This was successfully 
> solved
> by the in-reply-to patch. 
> https://gist.github.com/nileshgr/637cdacd1aa7710343aed
> e20cabb66a6
> 
> Just save that file in local/lib/RT/Interface/Email_Local.pm and restart RT.
> 
> -- 
> Nilesh
> 
>> On Mon, 2016-10-31 at 19:36 +0530, Nilesh wrote:
>> I don't think Re matters. As long as subject tag is intact it should get
>> parsed correctly.
>> --
>> Nilesh
>> 
>>> On 31-Oct-2016 7:35 PM, "Alex Hall"  wrote:
>>> I looked more closely at the difference. Outlook is stripping off the "Re: "
>>> part of the message subject in the reply, whereas Gmail leaves it on. That's
>>> the only difference I can find, but it must matter. I guess this is more an
>>> Outlook question now, unless there's something I can change in RT to make it
>>> not care about the Re: part of a reply?
>>> 
>>> Sent from my iPhone
>>> 
 On Oct 31, 2016, at 09:52, Nilesh  wrote:
 
> On 31-Oct-2016 7:10 PM, "Alex Hall"  wrote:
> 
> Hey all,
> I made a custom template with mailto: links in it, that comes from norep
 l...@example.com. The mailto: links populate the to: and subject: fields of
 the new message as they should, and when the new email is sent, a comment
 appears on the ticket. At least, if the user does this from the Gmail
 website (our domain mail is handled by Gmail). If the user is on Outlook,
 however, the "reply" gets turned into a new ticket. I can't see what the
 difference is, since the mailto: link is the same. We're on Outlook 2007,
 at least the few stations I've asked so far use 2007. Has anyone ever seen
 this before? Any troubleshooting suggestions? Thank you.
> 
> -- 
> Alex Hall
> Automatic Distributors, IT department
> ah...@autodist.com
> 
> -
> RT 4.4 and RTIR training sessions, and a new workshop day! https://bestp
 ractical.com/training
> * Los Angeles - Q1 2017
 Have you verified that the subject tag isn't getting stripped?
 There are two ways to identify a reply - one via the subject and other via
 in-reply-to header which most clients insert. In-reply-to isn't parsed by
 RT, so a custom code is needed for that.
 I got it from someone on this list and have implemented as a local
 customization.
 --
 Nilesh
>>> 
>>> -
>>> RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpract
>>> ical.com/training
>>> * Los Angeles - Q1 2017
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - Q1 2017

Re: [rt-users] Gmail website replies to tickets, Outlook creates new ones

[Nilesh]

Looks like I typed something wrong and that link leads to a 404.

The correct link is:

https://gist.github.com/nileshgr/637cdacd1aa7710343aede20cabb66a6




On Mon, Oct 31, 2016 at 7:46 PM, Nilesh  wrote:

> You should inspect the headers in both cases. If they contain in-reply-to,
> you
> can use that to solve the problem.
>
> My problem originally was people in Cc replying to a mail sent to RT (and
> by
> default, people in CC do not get auto reply email). This was successfully
> solved
> by the in-reply-to patch. https://gist.github.com/nileshgr/
> 637cdacd1aa7710343aed
> e20cabb66a6
>
> Just save that file in local/lib/RT/Interface/Email_Local.pm and restart
> RT.
>
> --
> Nilesh
>
> On Mon, 2016-10-31 at 19:36 +0530, Nilesh wrote:
> > I don't think Re matters. As long as subject tag is intact it should get
> > parsed correctly.
> > --
> > Nilesh
> >
> > On 31-Oct-2016 7:35 PM, "Alex Hall"  wrote:
> > > I looked more closely at the difference. Outlook is stripping off the
> "Re: "
> > > part of the message subject in the reply, whereas Gmail leaves it on.
> That's
> > > the only difference I can find, but it must matter. I guess this is
> more an
> > > Outlook question now, unless there's something I can change in RT to
> make it
> > > not care about the Re: part of a reply?
> > >
> > > Sent from my iPhone
> > >
> > > On Oct 31, 2016, at 09:52, Nilesh  wrote:
> > >
> > > > On 31-Oct-2016 7:10 PM, "Alex Hall"  wrote:
> > > > >
> > > > > Hey all,
> > > > > I made a custom template with mailto: links in it, that comes
> from norep
> > > > l...@example.com. The mailto: links populate the to: and subject:
> fields of
> > > > the new message as they should, and when the new email is sent, a
> comment
> > > > appears on the ticket. At least, if the user does this from the Gmail
> > > > website (our domain mail is handled by Gmail). If the user is on
> Outlook,
> > > > however, the "reply" gets turned into a new ticket. I can't see what
> the
> > > > difference is, since the mailto: link is the same. We're on Outlook
> 2007,
> > > > at least the few stations I've asked so far use 2007. Has anyone
> ever seen
> > > > this before? Any troubleshooting suggestions? Thank you.
> > > > >
> > > > > --
> > > > > Alex Hall
> > > > > Automatic Distributors, IT department
> > > > > ah...@autodist.com
> > > > >
> > > > > -
> > > > > RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestp
> > > > ractical.com/training
> > > > > * Los Angeles - Q1 2017
> > > > Have you verified that the subject tag isn't getting stripped?
> > > > There are two ways to identify a reply - one via the subject and
> other via
> > > > in-reply-to header which most clients insert. In-reply-to isn't
> parsed by
> > > > RT, so a custom code is needed for that.
> > > > I got it from someone on this list and have implemented as a local
> > > > customization.
> > > > --
> > > > Nilesh
> > >
> > > -
> > > RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpract
> > > ical.com/training
> > > * Los Angeles - Q1 2017
>
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - Q1 2017

Re: [rt-users] Gmail website replies to tickets, Outlook creates new ones

[Nilesh]

You should inspect the headers in both cases. If they contain in-reply-to, you
can use that to solve the problem.

My problem originally was people in Cc replying to a mail sent to RT (and by
default, people in CC do not get auto reply email). This was successfully solved
by the in-reply-to patch. https://gist.github.com/nileshgr/637cdacd1aa7710343aed
e20cabb66a6

Just save that file in local/lib/RT/Interface/Email_Local.pm and restart RT.

-- 
Nilesh

On Mon, 2016-10-31 at 19:36 +0530, Nilesh wrote:
> I don't think Re matters. As long as subject tag is intact it should get
> parsed correctly.
> --
> Nilesh
> 
> On 31-Oct-2016 7:35 PM, "Alex Hall"  wrote:
> > I looked more closely at the difference. Outlook is stripping off the "Re: "
> > part of the message subject in the reply, whereas Gmail leaves it on. That's
> > the only difference I can find, but it must matter. I guess this is more an
> > Outlook question now, unless there's something I can change in RT to make it
> > not care about the Re: part of a reply?
> > 
> > Sent from my iPhone
> > 
> > On Oct 31, 2016, at 09:52, Nilesh  wrote:
> > 
> > > On 31-Oct-2016 7:10 PM, "Alex Hall"  wrote:
> > > >
> > > > Hey all,
> > > > I made a custom template with mailto: links in it, that comes from norep
> > > l...@example.com. The mailto: links populate the to: and subject: fields 
> > > of
> > > the new message as they should, and when the new email is sent, a comment
> > > appears on the ticket. At least, if the user does this from the Gmail
> > > website (our domain mail is handled by Gmail). If the user is on Outlook,
> > > however, the "reply" gets turned into a new ticket. I can't see what the
> > > difference is, since the mailto: link is the same. We're on Outlook 2007,
> > > at least the few stations I've asked so far use 2007. Has anyone ever seen
> > > this before? Any troubleshooting suggestions? Thank you.
> > > >
> > > > -- 
> > > > Alex Hall
> > > > Automatic Distributors, IT department
> > > > ah...@autodist.com
> > > >
> > > > -
> > > > RT 4.4 and RTIR training sessions, and a new workshop day! https://bestp
> > > ractical.com/training
> > > > * Los Angeles - Q1 2017
> > > Have you verified that the subject tag isn't getting stripped?
> > > There are two ways to identify a reply - one via the subject and other via
> > > in-reply-to header which most clients insert. In-reply-to isn't parsed by
> > > RT, so a custom code is needed for that.
> > > I got it from someone on this list and have implemented as a local
> > > customization.
> > > --
> > > Nilesh
> > 
> > -
> > RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpract
> > ical.com/training
> > * Los Angeles - Q1 2017
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - Q1 2017

Re: [rt-users] Gmail website replies to tickets, Outlook creates new ones

[Nilesh]

I don't think Re matters. As long as subject tag is intact it should get
parsed correctly.

--
Nilesh

On 31-Oct-2016 7:35 PM, "Alex Hall"  wrote:

> I looked more closely at the difference. Outlook is stripping off the "Re:
> " part of the message subject in the reply, whereas Gmail leaves it on.
> That's the only difference I can find, but it must matter. I guess this is
> more an Outlook question now, unless there's something I can change in RT
> to make it not care about the Re: part of a reply?
>
> Sent from my iPhone
>
> On Oct 31, 2016, at 09:52, Nilesh  wrote:
>
> On 31-Oct-2016 7:10 PM, "Alex Hall"  wrote:
> >
> > Hey all,
> > I made a custom template with mailto: links in it, that comes from
> nore...@example.com. The mailto: links populate the to: and subject:
> fields of the new message as they should, and when the new email is sent, a
> comment appears on the ticket. At least, if the user does this from the
> Gmail website (our domain mail is handled by Gmail). If the user is on
> Outlook, however, the "reply" gets turned into a new ticket. I can't see
> what the difference is, since the mailto: link is the same. We're on
> Outlook 2007, at least the few stations I've asked so far use 2007. Has
> anyone ever seen this before? Any troubleshooting suggestions? Thank you.
> >
> > --
> > Alex Hall
> > Automatic Distributors, IT department
> > ah...@autodist.com
> >
> > -
> > RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> > * Los Angeles - Q1 2017
>
> Have you verified that the subject tag isn't getting stripped?
>
> There are two ways to identify a reply - one via the subject and other via
> in-reply-to header which most clients insert. In-reply-to isn't parsed by
> RT, so a custom code is needed for that.
>
> I got it from someone on this list and have implemented as a local
> customization.
>
> --
> Nilesh
>
> -
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Los Angeles - Q1 2017
>
>
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - Q1 2017

Re: [rt-users] Gmail website replies to tickets, Outlook creates new ones

[Alex Hall]

I looked more closely at the difference. Outlook is stripping off the "Re: " 
part of the message subject in the reply, whereas Gmail leaves it on. That's 
the only difference I can find, but it must matter. I guess this is more an 
Outlook question now, unless there's something I can change in RT to make it 
not care about the Re: part of a reply?

Sent from my iPhone

> On Oct 31, 2016, at 09:52, Nilesh  wrote:
> 
> On 31-Oct-2016 7:10 PM, "Alex Hall"  wrote:
> >
> > Hey all,
> > I made a custom template with mailto: links in it, that comes from 
> > nore...@example.com. The mailto: links populate the to: and subject: fields 
> > of the new message as they should, and when the new email is sent, a 
> > comment appears on the ticket. At least, if the user does this from the 
> > Gmail website (our domain mail is handled by Gmail). If the user is on 
> > Outlook, however, the "reply" gets turned into a new ticket. I can't see 
> > what the difference is, since the mailto: link is the same. We're on 
> > Outlook 2007, at least the few stations I've asked so far use 2007. Has 
> > anyone ever seen this before? Any troubleshooting suggestions? Thank you.
> >
> > -- 
> > Alex Hall
> > Automatic Distributors, IT department
> > ah...@autodist.com
> >
> > -
> > RT 4.4 and RTIR training sessions, and a new workshop day! 
> > https://bestpractical.com/training
> > * Los Angeles - Q1 2017
> 
> Have you verified that the subject tag isn't getting stripped?
> 
> There are two ways to identify a reply - one via the subject and other via 
> in-reply-to header which most clients insert. In-reply-to isn't parsed by RT, 
> so a custom code is needed for that.
> 
> I got it from someone on this list and have implemented as a local 
> customization.
> 
> --
> Nilesh
> 
> -
> RT 4.4 and RTIR training sessions, and a new workshop day! 
> https://bestpractical.com/training
> * Los Angeles - Q1 2017
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - Q1 2017

Re: [rt-users] Gmail website replies to tickets, Outlook creates new ones

[Nilesh]

On 31-Oct-2016 7:10 PM, "Alex Hall"  wrote:
>
> Hey all,
> I made a custom template with mailto: links in it, that comes from
nore...@example.com. The mailto: links populate the to: and subject: fields
of the new message as they should, and when the new email is sent, a
comment appears on the ticket. At least, if the user does this from the
Gmail website (our domain mail is handled by Gmail). If the user is on
Outlook, however, the "reply" gets turned into a new ticket. I can't see
what the difference is, since the mailto: link is the same. We're on
Outlook 2007, at least the few stations I've asked so far use 2007. Has
anyone ever seen this before? Any troubleshooting suggestions? Thank you.
>
> --
> Alex Hall
> Automatic Distributors, IT department
> ah...@autodist.com
>
> -
> RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training
> * Los Angeles - Q1 2017

Have you verified that the subject tag isn't getting stripped?

There are two ways to identify a reply - one via the subject and other via
in-reply-to header which most clients insert. In-reply-to isn't parsed by
RT, so a custom code is needed for that.

I got it from someone on this list and have implemented as a local
customization.

--
Nilesh
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - Q1 2017

Re: [rt-users] What does attaching a message do?

[Nilesh]

On 31-Oct-2016 6:41 PM, "Alex Hall"  wrote:
>
> Hi all,
> In most RT templates I've looked at, the first command is
RT-Attach-Message:yes. I'm just wondering what this does? I often see what
appears to be a blank transaction in ticket histories; is that related? Is
attaching the message important, or can we do without it? Basically, what
does it do and should we keep it in all templates, including new ones?
Thanks.
>
> --
> Alex Hall
> Automatic Distributors, IT department
> ah...@autodist.com
>
> -
> RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training
> * Los Angeles - Q1 2017

Message attachment means the content of the transaction is attached in the
mail you get.

--
Nilesh
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - Q1 2017

[rt-users] Gmail website replies to tickets, Outlook creates new ones

[Alex Hall]

Hey all,
I made a custom template with mailto: links in it, that comes from
nore...@example.com. The mailto: links populate the to: and subject: fields
of the new message as they should, and when the new email is sent, a
comment appears on the ticket. At least, if the user does this from the
Gmail website (our domain mail is handled by Gmail). If the user is on
Outlook, however, the "reply" gets turned into a new ticket. I can't see
what the difference is, since the mailto: link is the same. We're on
Outlook 2007, at least the few stations I've asked so far use 2007. Has
anyone ever seen this before? Any troubleshooting suggestions? Thank you.

-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - Q1 2017

[rt-users] What does attaching a message do?

[Alex Hall]

Hi all,
In most RT templates I've looked at, the first command is
RT-Attach-Message:yes. I'm just wondering what this does? I often see what
appears to be a blank transaction in ticket histories; is that related? Is
attaching the message important, or can we do without it? Basically, what
does it do and should we keep it in all templates, including new ones?
Thanks.

-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - Q1 2017

[rt-users] AllowSorting not working properly

[Dimitris Maniadakis via rt-users]

--- Begin Message ---
Hello,
I would like to allow the user in the SelfService to be able to sort of the 
Asset List. (RT 4.4.1rc) 

In the file /html/User/Elements/AssetList I modified "AllowSorting" value to 
"1", but sorting does not work properly.

I believe this behavior is a bug. What do you think?

p.s. Of course I have cleared the Mason Cache and I have set $DevelMode to "1".


Regards,
Dimitris
--- End Message ---
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - Q1 2017