Re: [rt-users] Permission causes wrong search-results
Hi,
thanks for your support
NOT LIKE-operator also doesn't work correctly.
I know very well about permissions and search function. I also tried to create
the search with the assistant - same issue (because the assistant creates the
same query).
I cannot believe this is a normal issue - because
- if I run the same search with a different user, it works. This is the reason
why I think the search query is correct
- if I run the same search with = instead of != (or NOT LIKE) operator, it
works (of course with a different result). This is the reason why I think the
permissions on the custom field is correct.
best regards
Bernhard
-Ursprüngliche Nachricht-
Von: Bryon Baker [mailto:bba...@copesan.com]
Gesendet: Donnerstag, 30. Juni 2016 17:20
An: Eierschmalz, Bernhard; martin.whel...@greenhills-it.co.uk
Cc: rt-users@lists.bestpractical.com
Betreff: RE: [rt-users] Permission causes wrong search-results
Hey There I think you need to use
"NOT LIKE"
IE
Queue = 'General' AND Owner = 'Nobody' AND ('CF.{category}' exists AND
'CF.{category}' NOT LIKE 'one')
Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 Ext. 2296 • 262-783-6261 Ext. 2296 bba...@copesan.com
www.copesan.com "Servicing North America with Local Care"
-Original Message-
From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of
Eierschmalz, Bernhard
Sent: Thursday, June 30, 2016 10:03 AM
To: martin.whel...@greenhills-it.co.uk
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Permission causes wrong search-results
Hi,
I'm sorry but this doesn't work - Request tracker sais "wrong query" if I try
to run the search with "'CF.{category}' exists"
Message is: Wrong query, expecting a OPERATOR in AND 'CF.{category}'
>exists<--here'
-Ursprüngliche Nachricht-
Von: Martin Wheldon [mailto:martin.whel...@greenhills-it.co.uk]
Gesendet: Donnerstag, 30. Juni 2016 16:12
An: Eierschmalz, Bernhard
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Permission causes wrong search-results
Hi,
IMO this is working correctly for the following reason, as far as the user is
concerned the the custom field does not contain the specified value.
For this situation you would need somthing like:
Queue = 'General' AND Owner = 'Nobody' AND ('CF.{category}' exists AND
'CF.{category}' != 'one')
Best Regards
Martin
On 2016-06-30 10:39, Eierschmalz, Bernhard wrote:
> Hello,
>
> I'm using RT 4.4.0
>
> I found the following problem:
>
> I have a custom field "category" with settings "select one value".
> There are 5 possible values.
>
> I build a search for all tickets like the following
>
> Queue = 'General' AND Owner = 'Nobody' AND 'CF.{category}' != 'one'
>
> I found that the search results ignore the part CF.{category} != 'one'
> and shows all tickets, no matter which category.
>
> I tested with CF.{category} = 'one' and this works - it shows all the
> ticket with category 'one'
>
> I used the same search with root-user, and it always works as expected
> - so I thought this would be a problem with permissions.
>
> My default-user has the following permissions on this queue:
>
> "general rights" à all
>
> "Rights for Staff" à all but "delete tickets" and "forward messages
> outside of RT"
>
> "rights for Administrators" à no permissions
>
> My next try was changing the permissions of the custom field.
>
> I found out that, as soon as the user has the permission "General
> rights" à "view custom fields" on the "category"-Custom field, the
> search is working as expected.
>
> So in short:
>
> Search on the CF with = operator works always,
>
> Search on the CF with != operator works only, if the user has "view
> custom fields" permission on the custom field.
>
> So I have a possible solution now, but I would like to understand how
> this error occurs. Is this a bug or a feature?
>
> Best regards
>
> Bernhard
> -
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Los Angeles - September, 2016
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016
Re: [rt-users] Permission causes wrong search-results
Hi,
I'm sorry but this doesn't work - Request tracker sais "wrong query" if I try
to run the search with "'CF.{category}' exists"
Message is: Wrong query, expecting a OPERATOR in AND 'CF.{category}'
>exists<--here'
-Ursprüngliche Nachricht-
Von: Martin Wheldon [mailto:martin.whel...@greenhills-it.co.uk]
Gesendet: Donnerstag, 30. Juni 2016 16:12
An: Eierschmalz, Bernhard
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Permission causes wrong search-results
Hi,
IMO this is working correctly for the following reason, as far as the user is
concerned the the custom field does not contain the specified value.
For this situation you would need somthing like:
Queue = 'General' AND Owner = 'Nobody' AND ('CF.{category}' exists AND
'CF.{category}' != 'one')
Best Regards
Martin
On 2016-06-30 10:39, Eierschmalz, Bernhard wrote:
> Hello,
>
> I'm using RT 4.4.0
>
> I found the following problem:
>
> I have a custom field "category" with settings "select one value".
> There are 5 possible values.
>
> I build a search for all tickets like the following
>
> Queue = 'General' AND Owner = 'Nobody' AND 'CF.{category}' != 'one'
>
> I found that the search results ignore the part CF.{category} != 'one'
> and shows all tickets, no matter which category.
>
> I tested with CF.{category} = 'one' and this works - it shows all the
> ticket with category 'one'
>
> I used the same search with root-user, and it always works as expected
> - so I thought this would be a problem with permissions.
>
> My default-user has the following permissions on this queue:
>
> "general rights" à all
>
> "Rights for Staff" à all but "delete tickets" and "forward messages
> outside of RT"
>
> "rights for Administrators" à no permissions
>
> My next try was changing the permissions of the custom field.
>
> I found out that, as soon as the user has the permission "General
> rights" à "view custom fields" on the "category"-Custom field, the
> search is working as expected.
>
> So in short:
>
> Search on the CF with = operator works always,
>
> Search on the CF with != operator works only, if the user has "view
> custom fields" permission on the custom field.
>
> So I have a possible solution now, but I would like to understand how
> this error occurs. Is this a bug or a feature?
>
> Best regards
>
> Bernhard
> -
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Los Angeles - September, 2016
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016
[rt-users] Permission causes wrong search-results
Hello,
I'm using RT 4.4.0
I found the following problem:
I have a custom field "category" with settings "select one value". There are 5
possible values.
I build a search for all tickets like the following
Queue = 'General' AND Owner = 'Nobody' AND 'CF.{category}' != 'one'
I found that the search results ignore the part CF.{category} != 'one' and
shows all tickets, no matter which category.
I tested with CF.{category} = 'one' and this works - it shows all the ticket
with category 'one'
I used the same search with root-user, and it always works as expected - so I
thought this would be a problem with permissions.
My default-user has the following permissions on this queue:
"general rights" --> all
"Rights for Staff" --> all but "delete tickets" and "forward messages outside
of RT"
"rights for Administrators" --> no permissions
My next try was changing the permissions of the custom field.
I found out that, as soon as the user has the permission "General rights" -->
"view custom fields" on the "category"-Custom field, the search is working as
expected.
So in short:
Search on the CF with = operator works always,
Search on the CF with != operator works only, if the user has "view custom
fields" permission on the custom field.
So I have a possible solution now, but I would like to understand how this
error occurs. Is this a bug or a feature?
Best regards
Bernhard
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016
[rt-users] load Article in mail template
Hello, I want to include a dynamic advertisement-line into my autoreply (for new tickets) - something like the following: Dear ladies and gentlemen, Thanks your message - your ticket number is 123456 Best regards There should be about 5 advertisement-lines - when creating a new ticket, one of these lines (by random) should be chosen. These advertisements should be changed by the marketing-team, without editing the program code. My idea was using articles for this. Either one article with a "enter multiple values" custom field or one class with 5 articles (one for each line). So I would like to create a perl code in the email-template to load one of the articles or one of the values of the article. How can I do this? Maybe somebody has another idea for this? Or is there already any extension for this? Thanks, best regards Bernhard - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016
[rt-users] on reply "scrips and reipients" is empty on quoted message after Update RT4.4.0
Hello, I updated my environment from RT 4.2.11 to RT 4.4.0 I'm using RT 4.4.0 on PostgreSQL 9.3 since this update I have the following problem: when I click on "reply" to a message (with quoting the original message), Scrips and Recipients are not shown, so I cannot see who will receive the message. I tested with a lot of HTML-mails - it seems to have to do with the length of the original mail. Can anybody help me with this issue? Best Regards Bernhard - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016
[rt-users] RT 4.4.0 ShowHistory -> Scroll problem with French GUI
Hi, I'm using RT 4.4.0 on a PostgreSQL 9.3 database. Today I activated the option Set($ShowHistory, 'scroll'); And I ran into a problem with users with French GUI. When you open a ticket, you should first see "Ticket metadata" and "history" On the French users, the history is not shown. When changing the users language or disabling this option, everything works fine. Is there somebody with the same problem? Best Regards Bernhard - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016
Re: [rt-users] Change CF with HTTP
Hi Vinzenz,
thanks so far - I'm not sure if this will work for me.
So let me explain my whole problem, maybe you have a better solution to reach
help me.
I have a fax-server wich sends faxes as mail into RT. So the mails are always
with the same content and attached there is a PDF-file with the fax-document.
I have one custom field for my queue called "category"
Our staff need to sort the fax-tickets into different categories, using this
custom field. (so this team only sorts the tickets - once the ticket is sorted
into the category, it will appear in another team to work on the ticket)
In the moment, the "sorting staff" have to open one ticket after another, open
the attached pdf-file, change the CF-value and go to the next ticket.
So the colleagues asked me for an easier way.
My idea was the following:
I create one search for all the unsorted faxes. As format I define like the
following:
,...
On the column "CategoryA" there should be a link to change custom field of this
ticket to cagetory A, same for the other categories.
The "high-end-solution" would be also to have directly a link to the attached
PDF-file from the search - but I don't belive this is possible.
do you think this way will be working? Or do you have another solution for my
problem?
Best regards
Bernhard
Von: Sinapius, Vinzenz [mailto:vinzenz.sinap...@tracetronic.de]
Gesendet: Mittwoch, 13. April 2016 09:52
An: Eierschmalz, Bernhard
Betreff: AW: Change CF with HTTP
Hi Bernhard,
AFAIK you currently can't update tickets with
querystrings<https://en.wikipedia.org/wiki/Query_string>. For the REST-API you
need to put key-value-pairs in the body of a POST
Request<https://en.wikipedia.org/wiki/POST_(HTTP)>.
You can do this with javascript, here is a function I use in our Instance to
update the priority of a ticket. You can use this to build something similar
and attach it to a button or something similar.
function set_ticket_prio(priority, ticket_id){
url =
"https://ticketserver/rt/REST/1.0/ticket/__id__/edit".replace('__id__',
ticket_id);
data = 'content=Priority: __prio__'.replace('__prio__',
priority);
jQuery.ajax({type:"POST", url:url, data:data, success:
refresh_table});
}
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<mailto: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
Von: Eierschmalz, Bernhard [mailto:bernhard.eierschm...@scheppach.com]
Gesendet: Mittwoch, 13. April 2016 08:16
An: Sinapius, Vinzenz
<vinzenz.sinap...@tracetronic.de<mailto:vinzenz.sinap...@tracetronic.de>>
Cc: rt-users@lists.bestpractical.com<mailto:rt-users@lists.bestpractical.com>
Betreff: AW: Change CF with HTTP
Hi Vinzenz,
Thanks, but I'm not sure how to do this.
I think I have a URL like this:
http:///REST/1.0/ticket//edit<http://%3cticketserver%3e/REST/1.0/ticket/%3cticketno%3e/edit>.
but how do I change a CF?
I already tried
http:///REST/1.0/ticket//edit?CF.{}:<CFvalue<http://%3cticketserver%3e/REST/1.0/ticket/%3cticketno%3e/edit?CF.%7b%3cCFname%3e%7d:%3cCFvalue>>
and
http:///REST/1.0/ticket//edit?CF.{}=<CFvalue<http://%3cticketserver%3e/REST/1.0/ticket/%3cticketno%3e/edit?CF.%7b%3cCFname%3e%7d=%3cCFvalue>>
both didn't work.
Just to make sure what I want:
I need one URL where a user can click and with opening this URL a CF value is
changed.
Will this work with REST?
Best regards
Bernhard
Von: Sinapius, Vinzenz [mailto:vinzenz.sinap...@tracetronic.de]
Gesendet: Dienstag, 12. April 2016 16:59
An: Eierschmalz, Bernhard
Betreff: AW: Change CF with HTTP
Hi Bernhard,
You can use wget/curl and the REST-API:
http://requesttracker.wikia.com/wiki/REST
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<mailto: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
Von: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von
Eierschmalz, Bernhard
Gesendet: Dienstag, 12. April 2016 14:58
An: rt-users@lists.bestpractical.com<mailto:rt-users@lists.bestpractical.com>
Betreff: [rt-users] Change CF with HTTP
Hello,
is it possible to change a CF with a
Re: [rt-users] Change CF with HTTP
Hi Vinzenz,
Thanks, but I'm not sure how to do this.
I think I have a URL like this:
http:///REST/1.0/ticket//edit.
but how do I change a CF?
I already tried
http:///REST/1.0/ticket//edit?CF.{}:<CFvalue<http://%3cticketserver%3e/REST/1.0/ticket/%3cticketno%3e/edit?CF.%7b%3cCFname%3e%7d:%3cCFvalue>>
and
http:///REST/1.0/ticket//edit?CF.{}=<CFvalue<http://%3cticketserver%3e/REST/1.0/ticket/%3cticketno%3e/edit?CF.%7b%3cCFname%3e%7d=%3cCFvalue>>
both didn't work.
Just to make sure what I want:
I need one URL where a user can click and with opening this URL a CF value is
changed.
Will this work with REST?
Best regards
Bernhard
Von: Sinapius, Vinzenz [mailto:vinzenz.sinap...@tracetronic.de]
Gesendet: Dienstag, 12. April 2016 16:59
An: Eierschmalz, Bernhard
Betreff: AW: Change CF with HTTP
Hi Bernhard,
You can use wget/curl and the REST-API:
http://requesttracker.wikia.com/wiki/REST
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<mailto: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
Von: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von
Eierschmalz, Bernhard
Gesendet: Dienstag, 12. April 2016 14:58
An: rt-users@lists.bestpractical.com<mailto:rt-users@lists.bestpractical.com>
Betreff: [rt-users] Change CF with HTTP
Hello,
is it possible to change a CF with a http command like
http://$ipaddress/rt/Modify.html?id=;CF=;CFval=<customfield-value<http://$ipaddress/rt/Modify.html?id=%3cticketno%3e;CF=%3ccustomfield-ID%3e;CFval=%3ccustomfield-value>>
?
Thank you in advice
Best regards
Bernhard
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016
Re: [rt-users] Easy way to import a CSV file into ticketing?
Hello Dave, I import many kinds of CSV-files with bash scripts and rt-cli – maybe this would be an idea for you! Mit freundlichen Grüßen, Best regards, Bernhard Von: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Dave Florek Gesendet: Donnerstag, 31. März 2016 21:22 An: rt-users@lists.bestpractical.com Betreff: [rt-users] Easy way to import a CSV file into ticketing? Good afternoon, If I have a CSV file full of information that I need to import into RT that's not an asset, is there an easy way to do this? I'm looking at the information posted in Postgresql for the database, and it looks doable, however I'm not sure if I can do it with the UIDs that RT generates. Any ideas? Sincerely, - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] Tickets from other Ticketsystem
Hello Kevin,
I found a solution on my own now - maybe interesting for somebody.
Quick discription:
1. I recognize the external ticket number with regex from subject and write
this number to a Custom Field
2. search for existing tickets with same value in same Custom Field and merge
the tickets
Now how I did:
Step 1: create a custom field for all queues used for the external ticket
number.
Step 2: Create the following Scrip:
CustomIsApplicableCode: (at this part we check with if a ticket is created from
a valid address with a valid regex-syntax for external ticket system)
# only on creating tickets
return 0 unless $self->TransactionObj->Type eq "Create";
my $subject = $self->TransactionObj->Subject;
return 0 unless defined($subject);
# mail-addresses from other ticket systems
my @ticketsender = ('...'); #<-- this is an array of addresses or parts
of addresses wich are recognized for other ticketsystem-verification.
my $ticketRequestor = lc($self->TicketObj->RequestorAddresses);
if ( $subject =~ / \[plus ticket\d{8}\]/) #<-- regex-code for other
external ticket numbers in message subject
{
foreach (@ticketsender)
{
if ($ticketRequestor =~ /$_/) #<-- check if sender is permitted
{
return 1;
}
}
}
return 0;
CustomPrepareCode (at this part we write the external ticket number to the
custom field)
my $subject = $self->TransactionObj->Subject;
$subject =~ s/.*\[plus ticket//;
my $cfval = "PLUS".substr($subject,0,8); # <-- cfval contains the Value
number of the external ticket plus some first letters to identify - this is to
be able to add more external ticket numbers
# write to CustomField
my $cf = RT::CustomField->new ( $RT::SystemUser );
$cf->Load('21'); #<-- ID of the custom field from step 1
$self->TicketObj->AddCustomFieldValue ( Field => $cf, Value => $cfval );
return 1;
CustomCommitCode (at this part we search for already existing tickets with same
CF and merge them)
my $extnr = $self->TicketObj->FirstCustomFieldValue('21'); #<-- load
the custom field value
# find all the ticket to the reference number from ticketsystem
my $search = new RT::Tickets(RT->SystemUser);
$search->LimitCustomField(CUSTOMFIELD => '21', OPERATOR => '=', VALUE
=> $extnr);
while (my $ticket = $search->Next)
{
# ignore if finding the new ticket itself
next if $self->TicketObj->Id == $ticket->Id;
my $id = $ticket->Id;
# Logging
$RT::Logger->info("Merging ticket " . $self->TicketObj->Id . " into
$id because of Reference number $extnr match.");
# merge Tickets
$self->TicketObj->MergeInto($id);
}
best regards,
Bernhard
-Ursprüngliche Nachricht-
Von: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von
Eierschmalz, Bernhard
Gesendet: Montag, 11. Mai 2015 10:44
An: rt-users@lists.bestpractical.com
Cc: falc...@bestpractical.com
Betreff: Re: [rt-users] Tickets from other Ticketsystem
Hello Kevin,
I know this is a very old mail below. I didn't install the plugin in this
times, because it was not so urgent.
But now I have the same problem again.
I read about the extension you mentioned. But I think there is one problem.
What I understood about the extension is:
- when there is a new mail to an existing resolved ticket with defined ticket
number
- open a new ticket
What I need is the following
- when there is a new mail to a new ticket AND the subject is starting with
defined syntax
- check if there is any ticket with almost the same subject
- attach the new mail to the existing ticket instead of opening a new one.
So the difference is that the extension searches for a ticket with defined
number - what I need is to search for any existing ticket with a defined syntax.
Are you sure the extension would work in my case?
Can you tell me how to use it?
Best regards
Bernhard
-Ursprüngliche Nachricht-
Von: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von
Kevin Falcone
Gesendet: Mittwoch, 3. September 2014 22:34
An: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Tickets from other Ticketsystem
On Mon, Aug 25, 2014 at 08:27:00AM +, Eierschmalz, Bernhard wrote:
> Hello Kevin,
>
> I already thought about creating a scrip like
> Condition:
> Transaction obj = "create"
> Subject contains "[plus ticket#"
>
> Action:
> Search tickets with same plus-ticket no.
> If one exists, combine
>
> What do you think about this solution
[rt-users] HTML from Article
Hello, is it possible to use Articles in HTML format (e.g. to design a table from an article)? Best regards Bernhard
Re: [rt-users] about signatures
Hello Alex,
thanks for your detailed mail. I have one idea to fix the position of
signature, but for this I need to know one point of configuration.
You wrote:
I don't have an easy answer for moving the quoted text beneath the signature.
As a desperate measure, your template could try to detect the beginning of
quoted text and truncate all content after it. There might be a big risk of
truncating actual non-quoted content though.
This was the basic for my idea.
My idea is to split the {$Transaction-Content()} part into 2 pieces:
1. Until “on date name wrote”
2. After “on date name wrote”
With this splitting I will be able to place the signatures between the 2 parts.
But to provide a stable splitting, I would like to change the syntax of “on … …
wrote” into some clearly syntax (e.g. with entering a new line with “_” before
the “on date name wrote” line)
Can you tell me how to do this?
Best regards
Bernhard
Von: Alex Peters [mailto:a...@peters.net]
Gesendet: Montag, 26. Januar 2015 06:29
An: Eierschmalz, Bernhard
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] about signatures
You can use RT templates to add custom signatures to outgoing mail. The
template can read details for the user generating the mail, and output them in
any manner that you wish.
First, you would need to ensure that the necessary information is entered into
each user's account (Admin Users Select).
Second, you would need to create a template (or modify an existing one) to call
on various elements like:
{ $Transaction-CreatorObj-Name }
{ $Transaction-CreatorObj-WorkPhone }
You might want to include logic to omit the fields (and possibly log an error
to RT's log) if they are empty for a particular user.
Other methods on the CreatorObj are available here:
https://www.bestpractical.com/docs/rt/4.2/RT/User.html
I don't have an easy answer for moving the quoted text beneath the signature.
As a desperate measure, your template could try to detect the beginning of
quoted text and truncate all content after it. There might be a big risk of
truncating actual non-quoted content though.
On 21 January 2015 at 17:47, Eierschmalz, Bernhard
bernhard.eierschm...@scheppach.commailto:bernhard.eierschm...@scheppach.com
wrote:
Hello,
I have 2 questions about signatures.
1. For our “non-request-tracker”-mails I have a HTML-Template, to
standardize all our outgoing email signatures (on the email server runs a
program that attaches the template with filled in parameters for name phone
number etc. to every email)
is it possible to use a HTML-Template like this also for emails sent through
request tracker? (the problem is, the software only sees one email address for
each queue, so I need to generate the signature directly in RT.
2. In the moment our signatures are attached under the quoted text; many
customers complain about this. Is it possible to place the signature between
message and quoted text?
By the way: we use RT 4.2.8
Best regards,
Bernhard
Re: [rt-users] Tickets from other Ticketsystem
Hello Kevin, I know this is a very old mail below. I didn't install the plugin in this times, because it was not so urgent. But now I have the same problem again. I read about the extension you mentioned. But I think there is one problem. What I understood about the extension is: - when there is a new mail to an existing resolved ticket with defined ticket number - open a new ticket What I need is the following - when there is a new mail to a new ticket AND the subject is starting with defined syntax - check if there is any ticket with almost the same subject - attach the new mail to the existing ticket instead of opening a new one. So the difference is that the extension searches for a ticket with defined number - what I need is to search for any existing ticket with a defined syntax. Are you sure the extension would work in my case? Can you tell me how to use it? Best regards Bernhard -Ursprüngliche Nachricht- Von: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Kevin Falcone Gesendet: Mittwoch, 3. September 2014 22:34 An: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] Tickets from other Ticketsystem On Mon, Aug 25, 2014 at 08:27:00AM +, Eierschmalz, Bernhard wrote: Hello Kevin, I already thought about creating a scrip like Condition: Transaction obj = create Subject contains [plus ticket# Action: Search tickets with same plus-ticket no. If one exists, combine What do you think about this solution? Or would you prefer the strongly modified plugin? Scrip runs after the second ticket is created and sends email. You then Merge it. The plugin never allows the second ticket to be created. -kevin -Ursprüngliche Nachricht- Von: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Kevin Falcone Gesendet: Freitag, 22. August 2014 16:01 An: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] Tickets from other Ticketsystem On Tue, Aug 19, 2014 at 05:36:04AM +, Eierschmalz, Bernhard wrote: we have one customer using its own ticket system. This customer sends us mails with an information about his own ticket in the subject. i.e. [PLUS.DE Ticket#PD077994] sometimes when this customer answers, he doesn’t send our ticket number in subject, so he opens a new ticket. Is it possible to identify a mail by this PLUS ticket number and add to our already opened ticket instead of open a new one? Look at the code in https://github.com/bestpractical/rt-extension-repliestoresolved The function it hooks can be used to lie to RT and return a ticket id of the existing ticket (as opposed to what this extension does, which is suppress the ticket id so that a new ticket will be created). -kevin -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] Date format using CLI
Hello, how can I modify the date format using CLI? When I do the following command: rt show ticket/1234 -f subject,created this is the result: Subject: test Created: Do 07. Mai 12:02:39 2015 I would preferred a format like 2015-05-07 12:02:39 Is this possible? Best Regards Bernhard
[rt-users] let user only logon from one IP
Hello, is it possible to allow special users (or a special group) only to logon from specific IP addresses or specific IP networks? All other users should still be able to logon from every IP. Best regards Bernhard
[rt-users] blank outgoing emails still in RT 4.2.10
Hello, we had problems with empty outgoing mails from RT. Searching in our log files, I found the same error as gilb...@dido.ca had. I found this mail below and thought the problem would be solved in RT 4.2.10 Now we have RT 4.2.10 but we still have the same problem. Customers receive an empty mail and in the log files I can find the following: [error]: Failed to downgrade HTML to plain text: Can't call method content on an undefined value at /usr/local/share/perl/5.18.2/HTML/FormatText/WithLinks/AndTables.pm line 217. [...] Now I switched to HTML template and found out that now the outgoing mails are OK. But the error messages in the log files are still there. Should I care about this? When will there be a final solution? Best regards Bernhard -Ursprüngliche Nachricht- Von: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Alex Vandiver Gesendet: Donnerstag, 29. Januar 2015 20:50 An: juniorsa Cc: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] RT 4.2.8 reply emails go out blank On Thu, 29 Jan 2015 11:50:25 -0700 (MST) juniorsa gilb...@dido.ca wrote: On certain email replies the mail arrives blank to the recipient. This is caused by failure of the HTML - Text rendering engine. It triggers on email (or comments/correspondence) which need to be embedded into plain-text templates; the most common failing case is HTML that includes tables. We're testing a branch (4.2/html-external-formatter) which we expect to be in 4.2.10; it addresses the problem by adding an optional dependency (HTML::FormatExternal) which uses an external text-only browser (such as w3m or elinks) to render the HTML to text. - Alex
[rt-users] Search users with special searches on RT on the glance
Hello, we have different users with different by-group or globally-saved-searches on their own RT at the glance. In the WebInterface I only can find by user which saved-search is on this users RT at the glance. Is there a way to do this vice versa, so to find by saved-search, on which users RT at the glance one specified globally or by-group saved search is? Best regards Bernhard
[rt-users] relative date search
Hello, is it possible to make date-searches in RT with relative date? For example search all open tickets where creation-date is older than 14 days. best regards Bernhard
[rt-users] strange things with multi-value custom field in CLI
Hello, I have one custom field with type enter multiple values I tried to create a ticket in CLI and directly enter multiple values into my CF with this command: rt create -t ticket set subject=test queue=test CF-42=value1,value2 after this, my CF had one value value1,value2 strange thing is, when I try to edit the CF with this command rt edit ticket/ticketnumber set CF-42=value1,value2 status=new (so exactly the same syntax at CF-42=value1,value2) I have 2 values, value1 and value2 Can someone explain me, why it is happening like this? Is there any way directly to create a ticket with multi-value-CF ? Best regards Bernhard
[rt-users] custom Template on Create Autoreply to Requestor for spicified queue
Hello, by default there is a global scrip called on create autoreply to requestor which uses one defined template. I would like to use a different template for one special queue. How can I do this? Mit freundlichen Grüßen, Best regards, Bernhard Eierschmalz IT Tel. +49 8223 4002-39 Fax +49 8223 4002-1239 Mobil: +49 151 22308260 bernhard.eierschm...@scheppach.commailto:bernhard.eierschm...@scheppach.com b...@scheppach.com [Logo]http://www.scheppach.comscheppach Fabrikation von Holzbearbeitungmaschinen GmbH Günzburger Str. 69 | D-89335 Ichenhausen Tel.: +49 8223 4002-0 | Fax: +49 8223 4002-20 E-Mail: i...@scheppach.com | www.scheppach.com [facebook]https://www.facebook.com/scheppach.group[xing] https://www.xing.com/companies/scheppachgroup [LinkedIn] http://www.linkedin.com/company/scheppach-group[twitter] https://twitter.com/ScheppachGroup Geschäftsführer / Managing Director: Ernst Pfaff, Stephan W. Müller Registergericht Memmingen HRB 11800 Diese Nachricht enthält vertrauliche und ggf. rechtlich geschützte Informationen. Falls Sie nicht der beabsichtigte Empfänger sind, benachrichtigen Sie bitte den Absender und löschen Sie diese Nachricht umgehend aus Ihrem System. Das unerlaubte Kopieren, die Offenlegung sowie die Weitergabe dieser E-Mail sind nicht gestattet. This email may contain trade secrets or otherwise confidential information. If you have received this email in error, please inform the sender immediately and destroy the original transmittal. Any unauthorized copying, disclosure or distribution is not permitted. [Scheppach Aktion]http://aktion.scheppach.com
[rt-users] about signatures
Hello, I have 2 questions about signatures. 1. For our non-request-tracker-mails I have a HTML-Template, to standardize all our outgoing email signatures (on the email server runs a program that attaches the template with filled in parameters for name phone number etc. to every email) is it possible to use a HTML-Template like this also for emails sent through request tracker? (the problem is, the software only sees one email address for each queue, so I need to generate the signature directly in RT. 2. In the moment our signatures are attached under the quoted text; many customers complain about this. Is it possible to place the signature between message and quoted text? By the way: we use RT 4.2.8 Best regards, Bernhard
[rt-users] running scrip multible times
Hello, is it possible to run a scrip multiple times? in my case I want to do something like this: condition: is some regex-pattern inside of the subject action: change something and remove this pattern from subject if this pattern basically is in the subject more than once, the scrip should also run more than once. So the easiest way for me would be to re-run the scrip - if this pattern is still used in the subject, run the scrip again. Best regards Bernhard -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] problem with ExtractCustomFieldValues Extension
Hello Kevin, Are your error logs on debug? If not, rerun on debug and show the logs. Can you tell me how to do this? Is your email html or plain text? I tried to create the mail from webinterface (I think this is HTML) and from CLI (I think this is plain text) Both didn't work Which part of the mail is ExtractCustomFields searching? In the mail body. Best regards, Bernhard -Ursprüngliche Nachricht- Von: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Kevin Falcone Gesendet: Donnerstag, 2. Oktober 2014 17:04 An: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] problem with ExtractCustomFieldValues Extension On Mon, Sep 29, 2014 at 10:00:30AM +, Eierschmalz, Bernhard wrote: 4. Create a Ticket with content “Kategorie Service-test” in body through WebInterface 5. It did not work. In the error logs I cannot find any hint. Are your error logs on debug? If not, rerun on debug and show the logs. Is your email html or plain text? Which part of the mail is ExtractCustomFields searching? I'll bet if you're feeding it html, then it is seeing -gt; not - -kevin -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
[rt-users] problem with ExtractCustomFieldValues Extension
Hi all, I'm trying to install and configure the ExtractCustomFieldValues extension. What I've done until now is: 1. Download Install extension 2. Create a Template called ExtractCF with following content: Kategorie Service|Body|Kategorie Service- (.+)$||q| As you can see Kategorie Service is the name of my CF. 3. Create a scrip called ExtractCF with condition on create, ation Extract Custom Field Values and template ExtractCF 4. Create a Ticket with content Kategorie Service-test in body through WebInterface 5. It did not work. In the error logs I cannot find any hint. What can I do? Best regards Bernhard -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
[rt-users] Drag Drop attache files
Hello, is there any way to attach files via Drag Drop to a ticket without the need of a comment? Best regards Benrhard -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Tickets from other Ticketsystem
Hello Kevin, I already thought about creating a scrip like Condition: Transaction obj = create Subject contains [plus ticket# Action: Search tickets with same plus-ticket no. If one exists, combine What do you think about this solution? Or would you prefer the strongly modified plugin? Best regards Bernhard -Ursprüngliche Nachricht- Von: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Kevin Falcone Gesendet: Freitag, 22. August 2014 16:01 An: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] Tickets from other Ticketsystem On Tue, Aug 19, 2014 at 05:36:04AM +, Eierschmalz, Bernhard wrote: we have one customer using its own ticket system. This customer sends us mails with an information about his own ticket in the subject. i.e. [PLUS.DE Ticket#PD077994] sometimes when this customer answers, he doesn’t send our ticket number in subject, so he opens a new ticket. Is it possible to identify a mail by this PLUS ticket number and add to our already opened ticket instead of open a new one? Look at the code in https://github.com/bestpractical/rt-extension-repliestoresolved The function it hooks can be used to lie to RT and return a ticket id of the existing ticket (as opposed to what this extension does, which is suppress the ticket id so that a new ticket will be created). -kevin -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] permission to create ticket but deny setting owner
Hello, I'm creating a customer access to your RT system. Special customers will receive RT access and should be able to create tickets. I created a group for this customers and set the following permissions on my Queue: User: create ticket, comment ticket, show queue Creator: change values for custom field But on the create-mask this user still sees the Basics and is able to set the owner of the new ticket. How can I avoid this? I think there are 2 possible solutions: 1. Hide the basics 2. Hide only the user Best regards Bernhard -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] Tickets from other Ticketsystem
Hello, we have one customer using its own ticket system. This customer sends us mails with an information about his own ticket in the subject. i.e. [PLUS.DE Ticket#PD077994] sometimes when this customer answers, he doesn't send our ticket number in subject, so he opens a new ticket. Is it possible to identify a mail by this PLUS ticket number and add to our already opened ticket instead of open a new one? Best regards bernhard -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Problems with Table in mail
Thank you, I installed this extension and now it works. Best regards Bernhard Von: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Joop Gesendet: Freitag, 8. August 2014 08:17 An: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] Problems with Table in mail On 8-8-2014 8:02, Alex Peters wrote: RT aggressively sanitises HTML when displaying ticket content to prevent some security issues (like a specially crafted HTML attachment masquerading as part of the RT interface). As of RT v4.2.6 onwards, tables will be shown if the HTML::Gumbo Perl module is installed. On 8 August 2014 15:56, Eierschmalz, Bernhard bernhard.eierschm...@scheppach.commailto:bernhard.eierschm...@scheppach.com wrote: Hello, I'm having problems with tables inside of mails. There is also the extension PermissiveHTMLMail which will also allow more html to be shown and if that is not enough then you can always extend RT to allow even more by overriding the methods that scrub the html Joop -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] attache files directly from Ticket
Hello, is it possible to attach a file to an answer directly from the ticket's attachments? In the moment I only can attach files from local disk. Best Regards Bernhard -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] attache files directly from Ticket
Great, thank you - exactly what I searched! Von: Brumm, Torsten / Kuehne + Nagel / Ham GI-ID [mailto:torsten.br...@kuehne-nagel.com] Gesendet: Freitag, 8. August 2014 09:31 An: Eierschmalz, Bernhard; rt-users@lists.bestpractical.com Betreff: AW: attache files directly from Ticket Try this: https://github.com/cloos/RT-Extension-AddAttachmentsFromTransactions Von: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Eierschmalz, Bernhard Gesendet: Freitag, 8. August 2014 09:06 An: rt-users@lists.bestpractical.com Betreff: [rt-users] attache files directly from Ticket Hello, is it possible to attach a file to an answer directly from the ticket's attachments? In the moment I only can attach files from local disk. Best Regards Bernhard Kühne + Nagel (AG Co.) KG Rechtsform: Kommanditgesellschaft, Bremen HRA 21928, USt-IdNr.: DE 812773878. Geschäftsleitung Kühne + Nagel (AG Co.) KG: Reiner Heiken (Vors.), Dirk Blesius, Martin Brinkmann, Holger Ketz, Jan-Hendrik Köstergarten, Christian Marnetté, Christian Solf, Jens Wollesen. Persönlich haftende Gesellschafterin: Kühne Nagel A.G., Rechtsform: Aktiengesellschaft nach luxemburgischem Recht, HR-Nr.: B 18745, Geschäftsführendes Verwaltungsratsmitglied: Karl Gernandt. Geschäftsleitung Region Westeuropa: Yngve Ruud (Vors.), Hans-Georg Brinkmann (Stellv.), Richard Huhn, Björn Johansson, Bruno Mang, Stefan Paul, Tim Scharwath, Dominic Edmonds, Peder Winther. Wir arbeiten ausschließlich auf Grundlage der Allgemeinen Deutschen Spediteursbedingungen (ADSp), jeweils neuester Fassung. Wir verweisen insbesondere auf die vom Gesetz abweichenden Haftungsbeschränkungen von Ziffer 23 und 24 ADSp. Den vollständigen Text der ADSp übersenden wir Ihnen gerne auf Anfrage und können Sie auch unter http://www.kuehne-nagel.com einsehen. Ergänzend wird vereinbart, dass (1) Ziffer 27 ADSp im Rahmen internationaler Übereinkommen weder unsere Haftung noch die Zurechnung des Verschuldens von Leuten und sonstigen Dritten zu Gunsten des Auftraggebers erweitert, und (2) wir in den im deutschen Seehandelsrecht aufgeführten Fällen des nautischen Verschuldens oder Feuer an Bord nur für eigenes Verschulden und (3) im Sinne der CMNI genannten Voraussetzungen nicht für nautisches Verschulden, Feuer an Bord oder Mängel des Schiffes haften. -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] Problems with Table in mail
Hello, I'm having problems with tables inside of mails. When someone sends a mail with table to create a new ticket, in the history of the ticket I cannot see the table, I only see every cell under each other. When I click on answer- or comment-button, in the new mail the commented table is shown correctly. Even in CLI I see a table. Only not in WebUI History. is this a bug or is there any way to solve this problem? Best regards Bernhard -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] email template
Hello, is it possible to define email templates for RT? A little background information: We use RT for order processes, and we have lots of messages that are nearly same (e.g. ‘your order was shipped today with tracking No. 1234’ or ‘please pay your invoice of XY € to bank account 12345 with subject order 2345’ ). So you see there’s a lot of static content but also lots of variable stuff. Is it possible to generate an email template the user can send out? Before RT they used different Outlook email-Signatures for this. So a comparable solution would be great! Best regards Bernhard -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] absence planning
Hi Alex, Yes, it works now! Great! Now the second step – to check the state. I think it should be OK when I change my condition to: return 0 if $self-Status eq 'open'; my $CFval = $self-TicketObj-OwnerObj-FirstCustomFieldValue(27); return 1 if defined $CFval and $CFval eq 'yes'; right? How do I manage to run this scrip before “on correspond open tickets” scrip? Best Regards Bernhard Von: Alex Peters [mailto:a...@peters.net] Gesendet: Donnerstag, 31. Juli 2014 13:26 An: Eierschmalz, Bernhard; rt-users@lists.bestpractical.com Betreff: Re: AW: [rt-users] absence planning I believe that the Absent custom field belongs to users rather than tickets. If that is correct, your code should read as follows: my $CFval = $self-TicketObj-OwnerObj-FirstCustomFieldValue(27); return 1 if defined $CFval and $CFval eq 'Yes'; Note that values are case-sensitive, so a capital Y is required. Does this help? (P.S. Please reply-all to ensure that the list remains informed of this discussion.) On 31 July 2014 21:04, Eierschmalz, Bernhard bernhard.eierschm...@scheppach.commailto:bernhard.eierschm...@scheppach.com wrote: Hallo Alex, If I understand correctly you mean when the Custom Field is not set, my $CFval will be undefined? But the custom field for my testuser (who is owner of my test ticket) is set to ‘no’ Could it be that the type of the custom field matters? I have selected “choose one value”. My values are: Sort Name Description Category 0 Yes Absent yes empty 1 No Absent no empty It seems that either your custom field isn't named precisely absent, or perhaps you are running an older version of RT which doesn't support loading custom fields by name. If using the ID (27) works for you, it is probably best to just use that for now. It is named absent, and I user RT 4.2.6 – but I think anyway it’s better to use the ID. Best regards Bernhard Von: Alex Peters [mailto:a...@peters.netmailto:a...@peters.net] Gesendet: Donnerstag, 31. Juli 2014 12:28 An: Eierschmalz, Bernhard; rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Betreff: Re: AW: [rt-users] absence planning The uninitialized value warnings can be solved by changing the test line: my $CFval = $self-TicketObj-FirstCustomFieldValue(27); return 1 if defined $CFval and $CFval eq 'yes'; since when the custom field is not set, $CFval will be undefined. It seems that either your custom field isn't named precisely absent, or perhaps you are running an older version of RT which doesn't support loading custom fields by name. If using the ID (27) works for you, it is probably best to just use that for now. On 31 July 2014 19:50, Eierschmalz, Bernhard bernhard.eierschm...@scheppach.commailto:bernhard.eierschm...@scheppach.com wrote: Hello Alex, your idea with 2 scrips running independent of each other sounds good – I will try this. But first, I still have the problem by loading the CF. I tried around a little bit – but no solution. I changed my Condition to the following: my $CFval = $self-TicketObj-FirstCustomFieldValue(27); return 1 if $CFval eq 'yes'; I receive the following failure: [12166] [Thu Jul 31 09:37:56 2014] [warning]: Use of uninitialized value $CFval in string eq at (eval 807) line 2. ((eval 807):2) [12166] [Thu Jul 31 09:37:58 2014] [warning]: Use of uninitialized value $CFval in string eq at (eval 816) line 2. ((eval 816):2) 27 is the ID of my Custom field. When I change to FirstCustomFieldValue(‘absent’) I receive the following failure message: [12166] [Thu Jul 31 09:49:00 2014] [warning]: Couldn't load custom field by 'absent' identifier (/opt/rt4/sbin/../lib/RT/Record.pm:2231) [12166] [Thu Jul 31 09:49:00 2014] [warning]: Use of uninitialized value $CFval in string eq at (eval 829) line 2. ((eval 829):2) [12166] [Thu Jul 31 09:49:06 2014] [warning]: Couldn't load custom field by 'absent' identifier (/opt/rt4/sbin/../lib/RT/Record.pm:2231) [12166] [Thu Jul 31 09:49:06 2014] [warning]: Use of uninitialized value $CFval in string eq at (eval 838) line 2. ((eval 838):2) What should I do now? best Regards, Bernhard Von: Alex Peters [mailto:a...@peters.netmailto:a...@peters.net] Gesendet: Freitag, 25. Juli 2014 01:53 An: Eierschmalz, Bernhard Cc: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Betreff: Re: AW: [rt-users] absence planning I feel that you are overcomplicating your scrip by testing for a status change (which is actually a side effect of another scrip), because your primary goal is to perform this action when correspondence occurs. If I were in your position, I would have two scrips in place: 1. On (correspond AND owner is absent AND ticket is stalled/resolved), set owner to Nobody. Runs first. 2. On correspond, open inactive tickets. Runs second. Actually, in your position I would probably assign an additional Exclusive custom field to tickets that when set to true, indicates that the ticket can only be worked
[rt-users] absence planning
Hello,
I want to build some absence planning into our RT to avoid that absent users
receive messages and nobody sees this message. What I'm planning is the
following:
1. Creating a user's custom field absent which is yes or no
2. When a user is absence, this user changes this field to yes, when he's
back he changes back to no
3. When the status of one ticket with absent owner (where custom field
value is yes) changes, the owner show be set to nobody (so the other
colleagues can find the ticket
so I planned to set up this with a Scrip.
Scrip Action is easy. It's
$self-TicketObj-SetOwner ( $RT::Nobody-id );
Return 1;
What I'm having problems with is Scrip Condition.
For the first step, I tried to run the scrip on any update, so I only have to
check whether the absent-CF is yes or no
I tried the following line:
return 1 if $self-TicketObj-Owner-Customfields-CustomFieldValue('absent')
eq yes;
but this isn't working. What is wrong?
A second step will be to check, what exactly was changed (and only run if
status was changed).
I think I can do this with
return 0 unless $self-TransactionObj-Type eq Status
in front of the other code; am I right?
Best regards,
Bernhard,
--
RT Training - Boston, September 9-10
http://bestpractical.com/training
[rt-users] segfault in libc after 'PerlRequire /opt/rt3/bin/webmux.pl'
Hi, I installed RT on opensuse 11.2. 'make testdeps' reports no errors. When I start apache it crashes and I get this line: segfault at ba318ce4 ip b76a9878 sp bfe995e4 error 4 in libc-2.10.1.so When I remove 'PerlRequire ...' and 'Location /rt/ ... /Location' from vhost.conf I can start apache. Any idea what's wrong or how I can get more infos about this? TIA Gustl Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] error after upgrade from 3.8.4 to 3.8.7
Hi, after upgrading from 3.8.4 to 3.8.7 rt3 won't show up, get this error in the lighttpd error log: 2010-02-23 01:13:43: (mod_fastcgi.c.2618) FastCGI-stderr: Can't call method interp on an undefined value at /usr/share/rt3/mason_lighttpd_handler.fcgi line 83. Can't call method interp on an undefined value at /usr/share/rt3/mason_lighttpd_handler.fcgi line 83. Ideas, anyone? Thanks a lot Bernhard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] occasionally missing metadata
Hello again, back to this issue - it happened again. Please give me directions on how to give you enough information to analyse the problem... Cut short: mails do arrive in the tracker, but are not displayed - no error message (at least not where i could find it), all I see in the tracker are ID, queue, sender address - other fields are simply empty or not shown - no content, no header... Here's my approach to analyse the problem: 1. Got the ticket number - look it up in table Tickets, all data is there 2. Take Creator ID from Tickets table and look it up in the Transactions table - found a couple of RT::Group entries, but look for RT::Ticket entry with the same date to identify the Attachments - found one Create record where ObjectId equals the Ticket ID 3. Take the Transaction ID and look it up in the Attachments table 4. found 3 entries, * one with the Ticket Subject and Parent 0 - ContentType = multipart/alternative, ContentEncoding NULL, Content NULL, Headers okay * one with the previous one as ParentID - text/plain, ContentEncoding none, Content: BLOB - the body of the message!, Headers okay * one another with the first one as Parent ID - text/html, ContentEncoding none, Content: BLOB - again, the message, this time in valid HTML, Headers seem okay as well So - it seems the text/plain and text/html part are correctly in the DB. I have compared the results with a ticket that is shown without problem, can't find any difference except that the Headers in the erroneous mail start with X-Originalarrivaltime instead of the MIME-Version. Thank you for taking the time Bernhard Am 07.10.2009 18:26, Jesse Vincent schrieb: On Wed, Oct 07, 2009 at 04:12:26PM +0200, Bernhard wrote: Hi Jesse, thank you for responding - after playing around a bit I found the following: For the one ticket with attachment, I find only the filename and the file itself in the attachments table, all other information is empty. For the other ticket I find nothing at all in the attachments table - but that could also be because I have no idea how to get to the corresponding Attachments ID from the ticket number... Unless you can point me somewhere, I will just check if it happens again... Absent something showing up in the logs as it happens, I'm at a bit of a loss. -jesse -- Bernhard Hansbauer System Administrator bernhard.hansba...@greentube.com - Greentube I.E.S. AG Mariahilfer Straße 47/1/102 A-1060 Wien FN 197003k, HG Wien Tel: +43 1 494 50 56 - 30 http://www.greentube.com - Internet Email Confidentiality Footer Privileged/confidential information may be contained in this message. If you are not the addressee indicated in this message (or responsible for delivery of the message to this person), you may not copy or deliver this message to anyone. In such a case, you should destroy this message and kindly notify the sender by replying. Please make it known immediately f you or your employer does not consent to the medium of e-mail for messages of this kind. Opinions, conclusions and other information in this message that do not relate to the official business of my firm shall be understood as neither given nor endorsed by it. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] occasionally missing metadata
Hi Jesse, thank you for responding - after playing around a bit I found the following: For the one ticket with attachment, I find only the filename and the file itself in the attachments table, all other information is empty. For the other ticket I find nothing at all in the attachments table - but that could also be because I have no idea how to get to the corresponding Attachments ID from the ticket number... Unless you can point me somewhere, I will just check if it happens again... all the best, Bernhard Am 05.10.2009 15:41, Jesse Vincent schrieb: On Wed 30.Sep'09 at 14:05:39 +0200, Bernhard wrote: Hi, running RT 3.8.4 on CentOS 5.3 and MySQL 5.0.45 had this issue twice recently - a ticket would miss the mail itself even though it would display attachments. no date, no history, no body, no mail. mails came from gmail and hotmail.fr - with some special characters in the subject and double quotes in one case, the other one doesn't even show a title / subject. did anyone experience something like this as well? If you poke in the attachments table, is the content there? Best, Jesse any hint would be greatly appreciated! cheers, bernhard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Bernhard Hansbauer System Administrator bernhard.hansba...@greentube.com - Greentube I.E.S. AG Mariahilfer Straße 47/1/102 A-1060 Wien FN 197003k, HG Wien Tel: +43 1 494 50 56 - 30 http://www.greentube.com - Internet Email Confidentiality Footer Privileged/confidential information may be contained in this message. If you are not the addressee indicated in this message (or responsible for delivery of the message to this person), you may not copy or deliver this message to anyone. In such a case, you should destroy this message and kindly notify the sender by replying. Please make it known immediately f you or your employer does not consent to the medium of e-mail for messages of this kind. Opinions, conclusions and other information in this message that do not relate to the official business of my firm shall be understood as neither given nor endorsed by it. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] occasionally missing metadata
Hi, running RT 3.8.4 on CentOS 5.3 and MySQL 5.0.45 had this issue twice recently - a ticket would miss the mail itself even though it would display attachments. no date, no history, no body, no mail. mails came from gmail and hotmail.fr - with some special characters in the subject and double quotes in one case, the other one doesn't even show a title / subject. did anyone experience something like this as well? any hint would be greatly appreciated! cheers, bernhard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] rt 3.8.2 / mail loop by out-of-office reply
hi, it's not for the first time we encounter a mail loop caused by an erroneous configuration of a user, and we receive hundreds of auto replies. rt does not recognize them as mail loop, thus we can only break it by blocking the sender's mail address. is there any other way to interrupt such loops? any hint would be greatly appreciated, regards Bernhard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] default autoreply unless defined per queue - possible?
Hi, still not lucky so far, also due to a complete different approach before, and just to get that right - will the following solve this task? 1. create a global script for autoreplies: Description: Autoreply Condition: On Create Action: Automatic Answer to client Template: Autoreply Phase: TransactionCreate no other conditions, code or whatever 2. create a global template named Autoreply 3. in queues where necessary, create a template called Autoreply as well will this be enough to use the queue template instead of the global template for an autoreply? thanks a lot, bernhard Gene LeDuc schrieb: As Ruslan pointed out earlier, creating an Autoreply template in the queue overrides the global template. RT checks first for a queue template and uses it if one is found, otherwise it uses the global template of the same name. No need to delete or create scrips in this case. At 03:31 AM 4/30/2009, Andraz Sraka wrote: re On Thu, 2009-04-30 at 09:21 +0200, Bernhard Hansbauer wrote: using RT 3.8.2 with RTFM 2.4.0 as mentioned in the subject, i wonder if it's possible to have a default autoreply on ticket creation, _unless_ there is an autoreply defined in the queue. any hint greatly appreciated, Delete Autoreply To Requestors script in global scripts and define a new custom one: Condition: User Defined Action: Autoreply to Requestor Template: Global template: Autoreply Stage: TransactionCreate Custom condition: return($self-TransactionObj-Type eq Create $self-TicketObj-QueueObj-Name ne X ) - is your defined queue name For XXX queue you need to create new script defined in queue for example to sends out different custom reply. I hope it helps. regards, Andraz -- Bernhard Hansbauer System Administrator bernhard.hansba...@greentube.com - Greentube I.E.S. AG Mariahilfer Straße 47/1/102 A-1060 Wien FN 197003k, HG Wien Tel: +43 1 494 50 56 - 30 http://www.greentube.com - Internet Email Confidentiality Footer Privileged/confidential information may be contained in this message. If you are not the addressee indicated in this message (or responsible for delivery of the message to this person), you may not copy or deliver this message to anyone. In such a case, you should destroy this message and kindly notify the sender by replying. Please make it known immediately f you or your employer does not consent to the medium of e-mail for messages of this kind. Opinions, conclusions and other information in this message that do not relate to the official business of my firm shall be understood as neither given nor endorsed by it. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] default autoreply unless defined per queue - possible?
hello everyone, using RT 3.8.2 with RTFM 2.4.0 as mentioned in the subject, i wonder if it's possible to have a default autoreply on ticket creation, _unless_ there is an autoreply defined in the queue. any hint greatly appreciated, greetings bernhard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] 500 internal server error, fastcgi connect failed
Hi, we updated our CentOS 5 system tonight via yum, after the reboot RT 3.8.1 won't work anymore. errors are: 2009-03-17 08:21:10: (mod_fastcgi.c.1768) connect failed: Connection refused on unix:/tmp/rt-fcgi.socket-1 2009-03-17 08:21:10: (mod_fastcgi.c.2956) backend died; we'll disable it for 5 seconds and send the request to another backend instead: reconnec ts: 0 load: 1 2009-03-17 08:21:11: (mod_fastcgi.c.2494) unexpected end-of-file (perhaps the fastcgi process died): pid: 8368 socket: unix:/tmp/rt-fcgi.socket- 1 2009-03-17 08:21:11: (mod_fastcgi.c.3278) child exited, pid: 8368 status: 255 2009-03-17 08:21:11: (mod_fastcgi.c.3325) response not received, request sent: 961 on socket: unix:/tmp/rt-fcgi.socket-1 for / , closing connect ion when trying to start the interface. the browser delivers a 500 - internal server error i do suspect some problem with fastcgi and lighttpd, but i have no idea where to start troubleshooting... any hint would be greatly appreciated greetings bernhard -- Bernhard Hansbauer System Administrator bernhard.hansba...@greentube.com - Greentube I.E.S. AG Mariahilfer Straße 47/1/102 A-1060 Wien FN 197003k, HG Wien Tel: +43 1 494 50 56 - 30 http://www.greentube.com - Internet Email Confidentiality Footer Privileged/confidential information may be contained in this message. If you are not the addressee indicated in this message (or responsible for delivery of the message to this person), you may not copy or deliver this message to anyone. In such a case, you should destroy this message and kindly notify the sender by replying. Please make it known immediately f you or your employer does not consent to the medium of e-mail for messages of this kind. Opinions, conclusions and other information in this message that do not relate to the official business of my firm shall be understood as neither given nor endorsed by it. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Attachments: error 404 with single quotes in filename
Hello, I have recently posted an error with some attachments that can't be shown and produce a 404 error. I have found that this problem comes up when the filename of the attachment contains a single quote, which is not translated into a proper URL and thus creates an invalid link. As workaround, I have told our users to simply cut off the file name after the Transaction ID in the browser, for example to replace https://rt.example.com/Ticket/Attachment/5475720/2674832/carte%20d%26%2339%3Bidentit%C3%A9e.doc (the link created by an attachment called carte d'identitée.doc) by: https://rt.example.com/Ticket/Attachment/5475720/2674832/ The attachment will then be shown. How can this be fixed? Any idea? Thank you regards Bernhard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] occasional broken attachments, will be okay when forwarded
Hi, we run into broken attachments from time to time, broken in a sense that they can't be viewed, RT will return a 401 error. When we forward them, the attachments are okay for both Thunderbird and Outlook users. What's so strange about this is that it only happens from time to time. Did anyone encounter this? Any suggestions? Thank you all, Bernhard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Queue-specific RTFM articles won't work
Hello, we are still struggling with setting up queue-specific RTFM articles, to no avail so far. Except setting up the article structure itself, is there anything else to be done? Do all articles have to be categorized to make this work? Do these articles have to be in a special class? Is it necessary to create any custom field to have the drop-down list shown? I would really appreciate any hint or experience! Submitting to rt-bugs did not bring any reaction... Bernhard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Queue-specific RTFM articles
Working with RT 3.8.1 and RTFM 2.4, I can't get queue-specific RTFM articles to work. According to the introduction it should be sufficient to create a topic structure, with the first element being called Queues, and the subsequent topics named like the RT queues. On the next level, subtopics should be defined, and the articles attached to these subtopics. I tried my best to follow these instructions but couldn't get it to work. We are using RT in German - maybe that could be an issue? Any experiences? Any hint would be greatly appreciated, Bernhard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT 3.6.7/PgSQL extremely slow on merged tickets
Hi, we're running RT 3.6.7 (Debian package) with a PostgreSQL 8.3 database for our small operation. We are currently hitting problems that merged tickets are _extremely_ slow to display. I have one ticket here that got merged out of about 10 tickets (some customers don't understand that they have to hit reply) and it takes more than 15 minutes to display. I've enabled slow query logging (250ms) in PostgreSQL, but no query shows up. The machine is pretty much idle during the loading time, both apache2 and postgres don't go over 2% CPU, and there is no I/O load. Displaying a simple ticket that got merged out of two tickets with five comments in total took 81 seconds, during this time RT displayed the message Sep 14 14:52:39 svr01 RT: We found a merged ticket.6591/6599 313 times. Large tickets with dozens of entries that did not get merged are displayed within seconds. I've found a few references to this problem here on the ML, but only with older RT versions or MySQL. Any idea? Bernhard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
