Re: [rt-users] scrip to send email suddenly stopped working
On Fri, 26 Nov 2010 23:41:46 -0600
John Alberts john.albe...@exlibrisgroup.com wrote:
I finally figured out what the problem was. I added the
following to the template for the scrip that stopped
sending email.
Start Date: {$Transaction-Starts || (No start date
given)}
Due Date: $Transaction-Due || (No due date given)}
Hi John
might be a quick one, as there's a missing { after Due Date:
regards
Garry
--
Dr Garry Booth
IT Services
Loughborough University
Re: [rt-users] [fwd] Re: RT Mobile UI 0.99 (from: g.bo...@lboro.ac.uk)
On Mon, 22 Nov 2010 16:30:45 -0500 Jesse Vincent je...@bestpractical.com wrote: Garry, In our testing, this works fine. Perhaps you have the old version stuck in your Mason cache? Hi Jesse Ive purged the cache and still have the issue. Ive got a feeling its to do with the way we're doing PAM authentication, as the logs are showing a PAM auth failure, followed by an attempt to login locally which works. the access log shows Im attempting to get the ticket id [23/Nov/2010:10:30:12 +] GET /Ticket/Display?id=103131 HTTP/1.1 301 340 - Mozilla/5.0 (Linux; U; Android 2.2; en-gb; HTC Desire 2.10.161.2 Build/FRF91) AppleWebKit/533.1 (KHTML, like Gecko) Version/4.0 Mobile Safari/533.1 And the messages log shows the PAM failure Nov 23 10:30:35 telos RT: User me failed PAM authentication (/opt/rt3/bin/../local/lib/RT/CurrentUser.pm:345) Nov 23 10:30:35 telos RT: User me falling back to RT database authentication (/opt/rt3/bin/../local/lib/RT/CurrentUser.pm:349) Nov 23 10:30:35 telos RT: Successful login for me from 158.125.226.123 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:430) Then I just get the index page, so my guess is the fallback scrubs the url somehow. Ill try to fix the PAM issue and see if that sorts it all. Thanks for getting back. Garry -- Dr Garry Booth IT Services Loughborough University
Re: [rt-users] RT Mobile UI 0.99
Hi Jesse
Second issue (not using a mobile link) is fixed.
First issue still remains. Im hand crafting a url for testing on our test
system of this format (taken from our live system outgoing emails):
https://testsystem/Ticket/Display.html?id=175671
Is this sort of URL still valid?
It doesnt error, just takes me to the mobile index page
regards
Garry
On Fri, 19 Nov 2010 13:13:31 -0500
Jesse Vincent je...@bestpractical.com wrote:
I've just pushed 1.00 to CPAN. tell me if it deals
right.
On Tue, Nov 16, 2010 at 09:02:18AM +, G.Booth wrote:
Hi Jason
I asked the same thing last week, but updating to
version 0.99
from CPAN fixed it for me, the mobile browser is
automatically
redirected to the mobile ticket show URL.
It seems to be semi-fixed for me, used to get the error
that's been
discussed:
Can't call method id on an undefined value at
/opt/rt3/local/plugins/RT-Extension-MobileUI/html/Callbacks/RT-Extension-MobileUI/Ticket/Display.html/Initial
line 4.
This has now stopped, but I cant get the url to go to
the ticket :-[
I am seeing the same problem that John Arends reported
though, the
link to switch to the full interface does not work for
me. I
tried adding a / after m, but it didn't fix it for me.
However,
if I add the full /index.html after the m, then it does
work for
me:
RT-Config-Get('WebPath')%/m/index.html?NotMobile=1
~Jason
Got this one too :-[
regards
garry
--
--
Dr Garry Booth
IT Services
Loughborough University
Re: [rt-users] RT Mobile UI 0.99
Hi Jason
I asked the same thing last week, but updating to
version 0.99 from CPAN fixed it for me, the mobile
browser is automatically redirected to the mobile ticket
show URL.
It seems to be semi-fixed for me, used to get the error that's been
discussed:
Can't call method id on an undefined value at
/opt/rt3/local/plugins/RT-Extension-MobileUI/html/Callbacks/RT-Extension-MobileUI/Ticket/Display.html/Initial
line 4.
This has now stopped, but I cant get the url to go to the ticket :-[
I am seeing the same problem that John Arends reported
though, the link to switch to the full interface does not
work for me. I tried adding a / after m, but it didn't
fix it for me. However, if I add the full /index.html
after the m, then it does work for me:
RT-Config-Get('WebPath')%/m/index.html?NotMobile=1
~Jason
Got this one too :-[
regards
garry
[rt-users] RT Mobile UI 0.99
Hi All Have a small glitch with the mobile interface. Im running 3.8.8 and mobile 0.99 When a case is created in rt and a mail is sent to the members of the queue, the ticket url is of the format: https://rt.blah.com/Ticket/Display.html?id=174184 This works fine for the full interface and you access the case ok. The mobile interface doesnt seem to like it and sends you to the mobile homepage (/m/index.html). It seems to want the format to be https://rt.blah.com/m/ticket/show?id=174184 Does anybody know if there's a simple way to make rt cope with the differences and convert the first url to the second if it detects a mobile phone is being used? regards Garry ps. testing was on a htc desire and the webkit browser
Re: [rt-users] Basic question about running a perl script in RT
On Tue, 09 Nov 2010 11:39:18 + Giles Bradshaw giles.brads...@sigyl.com wrote: apologies for the v basic nature of this question. I have written a perl script to add some users to RT. Obviously when I run it straight from the linux command line it doesn't function because it isn't running in within the instance of RT. How do I run it within RT - ie with the @INC path set so perl can find all the libraries etc? Hi Giles We run our perl scripts for user population etc from opt/rt3/local/bin seems happy to run from here in terms of USE and PACKAGE etc hope that helps Garry
[rt-users] blocking mail if custom field defined
Hi All
Im having a bit of a scrip problem and would appreciate any thoughts.
I have a custom field which only gets populated under very specific
conditions (we have a method of auto filling a lot of the ticket info for
certain issues which means we only have to fill in the requestor). The field
is called 'Quick' and will either be blank or have the word quick in it.
Ive tried to create a scrip on the queue all of these tickets go to, so that
when a Quick Ticket is created it doesnt send out a mail.
My scrip conditions are:
Condition: User Defined
Action:Notify Requestors and Cc
Template: Global Template: Autoreply
Stage: TransactionCreate
Custom Condition:
if ($self-TransactionObj-Type eq Create)
{
if (defined $self-TicketObj-CustomFieldValues('Quick')-Next)
{
return 0;
} else {
return 1;
}
}
Which I thought would do the job, but it doesnt seem to fire. Any thoughts
would be greatly appreciated
regards
Garry
--
Dr Garry Booth
IT Services
Loughborough University
Re: [rt-users] blocking mail if custom field defined
On Wed, 3 Nov 2010 13:33:47 +0100
Emmanuel Lacour elac...@easter-eggs.com wrote:
On Wed, Nov 03, 2010 at 12:03:36PM +, G.Booth wrote:
Hi All
if ($self-TransactionObj-Type eq Create)
{
if (defined
$self-TicketObj-CustomFieldValues('Quick')-Next)
if ( $self-TicketObj-FirstCustomFieldValue('Quick') )
should works
Hi Emmanuel,
Thanks for this. Oddly it works perfectly for me, but if you create the case
and you're a watcher of the queue into which the case goes it still sends
the autoreply.
Dont suppose you've any thoughts?
regards
garry
--
Dr Garry Booth
IT Services
Loughborough University
Re: [rt-users] Where to change the Error box on Login page
Hi Max
Sorry missed this first time round.
the text for the login error is in /opt/rt3/share/html/autohandler
Error = loc('Your username or password is incorrect'),
Copy it to local and change the above line to what you need
regards
Garry
--
Dr Garry Booth
IT Services
Loughborough University
RT Training in Washington DC, USA on Oct 25 26 2010
Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Where is HTML code for Create.html?
On Thu, 12 Aug 2010 15:41:33 -0500 Max McGrath mmcgr...@carthage.edu wrote: Hi all - Looking to try something on my system -- let me explain. We have a knowledge base (purchased from Interspire) that have tons and tons of articles in to help our users answer their own questions. This knowledge base has something known as Active Response System (ARS). Basically a system that actively scans a text area for keywords and will dynamically show a list of articles it thinks pertains to your typing. What it requires is the following in the head section of the page: script type=text/javascriptvar akbPath = '[PATH_TO_KB]';/script script type=text/javascript src=[PATH_TO_KB]/javascript/ars.js/script link rel=stylesheet type=text/css href=[PATH_TO_KB]/templates/Classic/Styles.css And the following for the text area: textarea name=Message id=Message class=Field300 rows=8 onkeyup=ARS(this.id);/textarea div id=SearchResults/div I'm hoping I'll be able utilize this for the Describe the issue below text area in RT -- both for privileged and unprivileged people. I just can't seem to find where the HTML is held (or generated) for the Create.html page. Any suggestions? -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu Hi Max The html is held in several areas You will need to copy /opt/rt3/share/html/Elements/header to /opt/rt3/local/html/Elements/ for the header section and /opt/rt3/share/html/Ticket/Create.html to /opt/rt3/local/html/Ticket for the body. hope that helps regards Garry -- Dr Garry Booth IT Services Loughborough University RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Where is HTML code for Create.html?
Hi Max The html is held in several areas You will need to copy /opt/rt3/share/html/Elements/header to /opt/rt3/local/html/Elements/ for the header section and /opt/rt3/share/html/Ticket/Create.html to /opt/rt3/local/html/Ticket for the body. Hi Max Just to add, the Header file is used by more than just Create.html. If you want your modifcations to only appear in Create.html and not in say Modify.html, change the name of the Header file in /opt/rt3/local/html/Elements to HeaderCreate (or whatever you fancy) and then modify your local Create.html so the first line of code (afer the Best Practical blurb): /Elements/Header, now reads /Elements/HeaderCreate, regards Garry RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9
Hi all Does anybody know how to turn off the automatic redirection that takes you to the mobile skin? I'd rather users just bookmarked the /m directory on their phones. regards Garry RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Where is HTML code for Create.html?
Hi Max you'll have to bear with me, as Im not familiar with the ARS program so Im trying to visualize what you're trying to do in my head :-[ I assume you just want the textarea to appear on the Create.html page below the message box. Two ways spring to ming from the code snippet you sent 1) use the callback % $m-callback( %ARGS, QueueObj = $QueueObj, CallbackName = 'AfterMessageBox' ); stick you code in that and off you go else 2) stick it below/above (your choice) /table / /Elements/Submit, Label = loc(Create) This will position the textarea, but Im not sure if it'll populate on the fly happily, you'll have to call the .js file somehow (via onchange as a guess). You may need to go down the ajax route for that. Ive something vaguely similar to this using ajax (not quite perfect as it wrecks the ability to add more than one attachments to the initial create :-\), that ill send if the above doesnt do what you want. regards Garry RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] speeding up rt-shredder
Hi Ronald You need to add some more indexes to a few of the tables. this thread explains all. Think we got to a point where we could shred one user/ticket every 3-6 secs or so http://lists.fsck.com/pipermail/rt-users/2009-November/062395.html hope it helps regards Garry -- Dr Garry Booth IT Services Loughborough University Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] speeding up rt-shredder
On Tue, 27 Jul 2010 19:04:35 +0200 ronald higgins ronald.higg...@gmail.com wrote: Thanks for the response Maxwell, So i've added in a date, but alas, still around the 40 second mark. rt-shredder --force --plugin Tickets=query,Subject like '%VIAGRA%' and LastUpdated = '2010-07-01 07:00:00' AND LastUpdated = '2010-07-26 07:00:00';limit,2 --sqldump /tmp/shredder-restore-tickets.sql SQL dump file is '/tmp/shredder-restore-tickets.sql' Hi Ronald We do all of our ticket shredding from one queue with the attached script. It might be worth running a few tests with it, to see if its the shredder query causing some overheads. You'll need to change the queue name from SPAM-Shredder to whatever you use for testing and stop it checking for whether the ticket is older than 7 days. Runs from /opt/rt3/local/bin Hope its of some help. Am away from the list for 2 weeks from tomorrow, so good luck. regards Garry -- Dr Garry Booth IT Services Loughborough University shredder.rtf Description: Binary data Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] speeding up rt-shredder
On Tue, 27 Jul 2010 13:58:25 -0400 Maxwell Rathbone mrathb...@sagonet.com wrote: Cool! Thanks for posting this. I'll run some benchmarks against what I'm using now to see if this is any faster. Max Hi Max One note for you and ronald, the script doesnt do the sql dump, so there's no way to get your stuff back apart from backup. Saves time, but loses a safety feature (hence the 7 day delay). Good luck with your tests Garry Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] speeding up rt-shredder
On Tue, 27 Jul 2010 20:33:03 +0200 ronald higgins ronald.higg...@gmail.com wrote: Thanks for the script Garry :) Unfortunately it's pretty much the same, every delete taking about 40 seconds, so it doesnt look like adding the SQL logging in is adding any overhead :( pitty. OK, so that rules out overhead on the shredder. How big is your database and how many tickets are in your system? Im happy to benchmark what the script does on my RT compared to yours and see where we go. I can send you my pride and joy, which removes users that send spam, this combined with removing tickets should shrink your DB and may make life easier - hopefully you'll have a slow, one off, hit and then a manageable shred! You might also want to look at dealing with v large attachments. Off on hols now. Back 11th Aug - drop me a line if you dont get anywhere g.bo...@lboro.ac.uk. Ditto the above, Max regards Garry Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] speeding up rt-shredder
On Tue, 27 Jul 2010 21:28:37 +0200 ronald higgins ronald.higg...@gmail.com wrote: Hi Garry, The RT DB is currently 215GB in size, 1.5 Million Tickets (Attachments table has 7 million entries). Yes, this badboy is what I inherited with the new job. I've already built another MySQL DB with the tables partitioned intended for eventual cut over but the last few days have seen the current prod db taking a hit performance wise which is when i really started digging through the tickets looking for a stop gap until we can cut over, and i'm sure cutting the Tickets down by 700 000 will make a difference. By all means, send it :) All tools of the trade are always gladly received :) OMFG! Mine is 4GB, 15 tickets, so it looks like you've got some big attachments! Think this will be painful! will send script with explanation when I get back. I'd seriously look at the attachments table as my RT is 10% of yours in tickets, but only 2% the size. Can you zap attachments above 1Gb? regards Garry Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] speeding up rt-shredder
Hi Ronald what do you use as the mail server for your rt we have exim and can set max packet allowed to whatever. Id have a quick check if you're allowing anything over stupid - stomp on it Doesnt solve your current problem, but may fix it in future regards Garry Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] speeding up rt-shredder
On Tue, 27 Jul 2010 22:28:51 +0200 ronald higgins ronald.higg...@gmail.com wrote: OMFG indeed :) I'm use to working with much smaller DB's, this has been a challenge to say the least. We're using sendmail for RT, but RT itself is sitting behind MailMarshall Exchange and i believe the MS Admins have set a max message of 10MB so should be good. ok are you allowing html email or outlook rtf? in RT_SiteConfig.pm also this doesnt stop priv users doing whatever they like via the web UI. we've had support teams adding huge iso files to tickets. shall we go off list, so as not to spam it? regards Garry Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How to handle HTML-formatted messages sent into RT via the email gateway
On Fri, 23 Jul 2010 06:27:08 -0400 Joe Kirby ki...@umbc.edu wrote: We are experiencing messages within RT that are too large to display and then pretty much unreadable when you do the download option. It appears that most are a byproduct of HTML-formatted messages sent into RT via the email gateway Is there a setting to help RT handle this better? Thanks in advance Joe Hi Joe et al Bit of a sledgehammer as it sets all mail to plain text so you lose the formatting, but you could set this, in RT_SiteConfig. Set($PreferRichText, undef); Other thoughts: If your users are using Outlook get them to change from rich text format to html, if thet're using that. If your users are using MS Word to create they're mails, this adds a lot of generic xml. You may be able to modify Words behaviour to reduce this, but I dont know for sure. Hope some of that is useful regards garry -- Dr Garry Booth IT Services Loughborough University Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Requiring a Subject on new ticket?
On Tue, 20 Jul 2010 14:44:16 -0400 Juan Mas juan@gmail.com wrote: When someone submits a new ticket through e-mail is there a way force them to add a subject or the ticket won't be created? We're running RT 3.8.7 Hi Juan This extension seems to work ok: http://search.cpan.org/dist/RT-Extension-MandatorySubject/ Or you could write a piece of custom ajax and perl, which is fired by the on submit regards Garry -- Dr Garry Booth IT Services Loughborough University Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] ajax GET request for cgi
Hi All
Im trying to get a piece of ajax and perl working for Create.html. Ive added
a javascript on click event that calls a function which uses the httpRequest
GET method on a perl file :
e.g. httpRequest.open('GET', https://server/NoAuth/cgi/blah.cgi;, true);
this all works ok and the server is returning a 200 for the GET request.
However the perl itself isnt executing. Ive chmoded the file to make it
executable but no joy. Does anybody know how to make this run under NoAuth?
regards
garry
--
Dr Garry Booth
IT Services
Loughborough University
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] custom field text area sizes
Hi all Does anybody know if there is a way to increase the size of a textbox for a custom field. It seems to default to about 25, and wont budge if you try to override that by adding a size= flag to the html eg input type=text class=text name=Object-RT::Ticket-%$TicketObj-Id%-CustomField-14-Valuesid=Object-RT::Ticket-%$TicketObj-Id%-CustomField-14-Values size-70 regards Garry -- Dr Garry Booth IT Services Loughborough University Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] custom field text area sizes
Hi Please ignore my last, fat fingers I fear, added an extra - apols Garry Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] ordering custom fields
hi All Does anybody know if there is a way to change how a custom field is ordered in a combobox. It seems to default to be ordered by the field Sort (guess there's a clue there :-]). Is it possible to order them by Name regards Garry -- Dr Garry Booth IT Services Loughborough University Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] hide custom field from create/modify.html
Hi all Im performing some ajax functions on a custom field with extremely long character lengths. Im linking it to the queue field, so if i select a queue, I get the custom field automatically populated. Im calling the custom field separately in the code through the API and all of this seems to work fine. Unfortunately the custom field exists a second time on the pages, as all custom fields are shown at the bottom of the create and modify.html pages - these instances are too short to show the data in the field. Does anybody know if there's a way to hide a custom field from the create or modify.html page. Ive got about five custom fields and want to show four in the usual manner. regards Garry ps if anybody is interested in the ajax stuff, Ill post it on the wiki -- Dr Garry Booth IT Services Loughborough University Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] sqkdump via the shredder api
Hi We've got some specific requirements for user shredding, which mean we cant just use the wiki documented shredder command (specifically some usernames get reused - bad, I know!). We've managed to code through the shredder api to enable us to rename users, removed their privileges, change their password and disable or delete them without a problem. The final part would be to output the work of the shredder to a .sql file (a la --sqldump). Does anybody know if this is possible through the api? regards Garry ps. If anybody is interested in the code let me know and Ill post you a sanitised copy and/or stick it onthe wiki -- Dr Garry Booth IT Services Loughborough University Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Shredding users
Hi Got a quick query regarding the shredder. Im trying to move a users cases to a different user and then shred the first user, using: rt-shredder --plugin Users=name,user;status,any;replace_relations,user-old This does everything I want except it still shreds the tickets, whereas I only wanted to get rid of the original user account and preserver the tickets with another user. Does anybody know if theres a way to do this through the shredder tool? regards Garry -- Dr Garry Booth IT Services Loughborough University ___ 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] Shredding users
I guess your best bet would be to change the owner of the tickets first before running the shredder tool? Andy Hi Andy Id like to change the histroy in the ticket so user becomes user-old throughout, sadly changing the ticket owner doesnt do this :-[ regards Garry ps I tested this on 3.8.1 (shouldve mentioned in the original email - doh!) ___ 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] Shredding users
On Tue, 17 Nov 2009 08:30:49 -0800 Ken Crocker kfcroc...@lbl.gov wrote: G.Booth, You could also use the SQL native to your DataBase and do it manually. However, keep in mind that it is a RISKY business. You must be sure that whatever UserID you change the info to REALLY exists, or your history will break when looking at a ticket. Kenn LBNL Hi Kenn Im trying to avoid that if I can, for just the reasons you list. I can't figure out what the replace_relations part of the shredder is for if not this. If you dump the sql as you run the shred and re-inject it into the database, it seems (at first glance) to have done exactly what I want and all i need to do is now delete the original user. It seems very odd that it would let you go to all of the trouble to rename everything only to then wipe all evidence of it. regards Garry ___ 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] rt 3.8.4 case sensitivity for e-mail addresses
Check again. It's nothing to do with the email address, but rather the collation set for your MySQL tables. Note that even with a case-insensitive collation, fulltext search is always case-sensitive... :-/ Hi Jerrad Thanks for this, I've had a look at the collation on the tables and it is set to utf8_general_ci, which I thought was case insenstive? regards Garry ___ 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 3.8.4 case sensitivity for e-mail addresses
Hi We're having a small issue with e-mail case sensitivity. User j.sm...@blah.com works as long as the case exactly matches, attempting to reply to a case as j.sm...@blah.com causes the following message: RT could not load a valid user, and RT's configuration does not allowfor the creation of a new user for this email (j.sm...@blah.com). I've had a look through the wiki and the mail archives and drawn a blank. Does anybody know if there is a way to make RT not care about the case of the mail address We're using a MySQL backend and EXIM mta regards Garry -- Dr Garry Booth IT Services Loughborough University ___ 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] comments i self service
Hi Does anybody know if its possible to hide ticket comments in the self service interface? regards garry -- Dr Garry Booth IT Services Loughborough University ___ 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] 3.8.1 Missing tabs and modifying create.html
Hi All(first time mailer, please be gentle :-])
Ive upgraded a test box from 3.6.5 to 3.8.1 (running a
relatively old kernel for fedora core
- 2.6.26.8-57.fc8) and have hit an odd problem with the
menu tabs for Preferences. All other tabs appear
correctly.
/User/Prefs.html has
/Elements/Header, Title=loc(Preferences)
/User/Elements/Tabs,
current_tab = 'User/Prefs.html',
Title=loc(Preferences)
the tabs file exists yet is being ignored - this isnt a
local version of the Prefs file.
Take another eg Tools
/Elements/Header, Title = loc(Tools)
Elements/Tabs,
current_tab = Tools/index.html,
Title = loc(Tools)
and all is well
the only difference is the line after these
/Elements/ListMenu, items = $tabs
Prefs is different
/Elements/ListActions, actions = \...@results
but Im sure this is a red herring
Im logged in as an RT Administrator so Im fairly sure its
not a permissions thing and I can modify the path to cause
the system to barf if it cant find the tabs file. It just
seems to ignore it.
My second question is more of a development one regarding
Create.html, specifiaclly in Self Service.
In order to get the same name everytime through the self
service interface I want to modify the requestor field so
it doesnt allow change (e.g. is no longer an INPUT box).
This way the user is locked and always
$session{CurrentUser}-EmailAddress.
This is the snip of code Im trying to replace in
SelfService/Create.html
tr
td class=label
|/lRequestors/:
/td
td class=value
/Elements/EmailInput, Name = 'Requestors', Size =
'20', Default = $session{CurrentUser}-EmailAddress
/td
/tr
tr
Closest I ve got is to turn both it and the cc field into
unchangable text, but I cant seem to get just the
requestor field.
Was hoping there was an easy way to do this, preferably
without having to drastically modify Create and
EmailInput.
Like I said any thoughts gratefully received
Regards
garry
--
Dr Garry Booth
IT Services
Loughborough University
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