Re: [rt-users] tickets replied to or created via email taking long time to be created
Have just run a test and it seems like it is taking longer for a reply to ticket to go through than it does for an initial create it took a minute for the create and 10 minutes for reply -Original Message- From: Asif Iqbal [mailto:[EMAIL PROTECTED] Sent: Thursday, November 20, 2008 12:31 PM To: Joe Charbonneau Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] tickets replied to or created via email taking long time to be created Run it in debug mode, like the following as an example. That may reveal the problem. echo this is a test ticket | /opt/rt3/bin/rt-mailgate --queue help --action correspond --url https://ticket.company.net --debug On Thu, Nov 20, 2008 at 12:24 PM, jacharbonneau <[EMAIL PROTECTED]> wrote: > > I have been noticing when replying or creating a ticket via email is taking > anywhere from 10 to 15 mins to get through and post into rt and send the > corresponding email out. I have the fetchmail daemon set to poll every15 > secs set daemon 15 so i am not sure where to go from here with this. The > server that the RT instance is on is a vm server the os is freebsd and > space is starting to get limited I am not sure if this has anything to do > with the lag in posting on rt problem but thought i would put that in. Is > there another file that i can look at besides fetchmailrc to try and get the > posting and emails to go through faster? > -- > View this message in context: http://www.nabble.com/tickets-replied-to-or-created-via-email-taking-lon g-time-to-be-created-tp20606154p20606154.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > ___ > 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 > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu ___ 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
Re: [rt-users] outside email
The installation unfortunately is not new its about 9700 tickets old. I will have to mull over the other options with my higher ups to see what they think. Thanks for your help. -Original Message- From: Eli Altman [mailto:[EMAIL PROTECTED] Sent: Friday, October 24, 2008 1:08 PM To: Joe Charbonneau Subject: RE: [rt-users] outside email Also is this a new installation, like is it filled with tickets? I would almost recommend installing the newest version as a clean install, add the Authen-ExternalAuth plugin and get that up and running. If that's not an option, upgrading is possible and I suppose you could attempt and install of the plugin into your installation. It just might get messy. -Original Message- From: Joe Charbonneau [mailto:[EMAIL PROTECTED] Sent: Friday, October 24, 2008 10:06 AM To: Eli Altman Subject: RE: [rt-users] outside email Sorry about that I don't think it auto creates users from ad as I have to actually go to the web UI to create the user with there domain account. So everything after that I do not think happens. -Original Message- From: Eli Altman [mailto:[EMAIL PROTECTED] Sent: Friday, October 24, 2008 12:48 PM To: Joe Charbonneau Subject: RE: [rt-users] outside email Nope. Please answer my previous questions as best you can if you'd like me to help further. -Original Message- From: Joe Charbonneau [mailto:[EMAIL PROTECTED] Sent: Friday, October 24, 2008 9:47 AM To: Eli Altman Subject: RE: [rt-users] outside email Would there be anykind of canceling out if I have everyone and unprivilidged set to create and reply -Original Message- From: Eli Altman [mailto:[EMAIL PROTECTED] Sent: Friday, October 24, 2008 12:37 PM To: Joe Charbonneau Subject: RE: [rt-users] outside email Also, do you currently have RT setup to automatically create the user and pull their information from AD on ticket create or login to WebUI? Normally on login to the WebUI, with the Authen-ExternalAuth plugin (possible better alternative to apache heimdal module) it would first check the LDAP (or AD in your case) to see if a user exists and password is correct. If it does exists, it creates the user in the local RT users and will pull any of their information you'd like. Otherwise it would fall back to the local RT users to check if it exists and if the password is correct. Authen-ExternalAuth will also be triggered if RT receives an email. It will first check the email address against the LDAP (or AD) to check whether the user exists, if not it will check against the local RT users, if that doesn't work it will simply create a more-or-less blank user with no password but their email address as their user. This user will be non-privileged and will also not be able to login to the WebUI. For this to work all you'd need to do is set the CreateTicket and ReplyToTicket rights to the Unprivileged group and it should work just fine. -----Original Message- From: Joe Charbonneau [mailto:[EMAIL PROTECTED] Sent: Friday, October 24, 2008 9:21 AM To: Eli Altman Subject: RE: [rt-users] outside email OH no this was never working something we are trying to implement sorry about that. -Original Message- From: Eli Altman [mailto:[EMAIL PROTECTED] Sent: Friday, October 24, 2008 12:20 PM To: Joe Charbonneau Subject: RE: [rt-users] outside email By new issue I meant was it working just fine, now it isn't? -----Original Message- From: Joe Charbonneau [mailto:[EMAIL PROTECTED] Sent: Friday, October 24, 2008 9:05 AM To: Eli Altman; rt-users@lists.bestpractical.com Subject: RE: [rt-users] outside email 3.6.3 this is a new issue we are trying to get customers to send us trouble tickets -Original Message- From: Eli Altman [mailto:[EMAIL PROTECTED] Sent: Friday, October 24, 2008 12:02 PM To: Joe Charbonneau; rt-users@lists.bestpractical.com Subject: RE: [rt-users] outside email What version of RT again? There may be better options for AD authentication out there. Has this server been running for a while, is it filled with tickets yet? Has this installation of RT ever dealt with tickets created via email before? New issue or existing? -----Original Message- From: Joe Charbonneau [mailto:[EMAIL PROTECTED] Sent: Friday, October 24, 2008 8:47 AM To: Eli Altman; rt-users@lists.bestpractical.com Subject: RE: [rt-users] outside email Just received this info from the person who built the server the source code hasn't been changed It was build from freebsd ports it's setup for ad auth via apache heimdal module -Original Message- From: Eli Altman [mailto:[EMAIL PROTECTED] Sent: Friday, October 24, 2008 11:33 AM To: Joe Charbonneau; rt-users@lists.bestpractical.com Subject: RE: [rt-users] outside email What version of RT are you running? How did you install it and have you made any modifications to it since the install? I can't remember if RT creates non privileged users by default when a
Re: [rt-users] outside email
3.6.3 this is a new issue we are trying to get customers to send us trouble tickets -Original Message- From: Eli Altman [mailto:[EMAIL PROTECTED] Sent: Friday, October 24, 2008 12:02 PM To: Joe Charbonneau; rt-users@lists.bestpractical.com Subject: RE: [rt-users] outside email What version of RT again? There may be better options for AD authentication out there. Has this server been running for a while, is it filled with tickets yet? Has this installation of RT ever dealt with tickets created via email before? New issue or existing? -Original Message- From: Joe Charbonneau [mailto:[EMAIL PROTECTED] Sent: Friday, October 24, 2008 8:47 AM To: Eli Altman; rt-users@lists.bestpractical.com Subject: RE: [rt-users] outside email Just received this info from the person who built the server the source code hasn't been changed It was build from freebsd ports it's setup for ad auth via apache heimdal module -Original Message- From: Eli Altman [mailto:[EMAIL PROTECTED] Sent: Friday, October 24, 2008 11:33 AM To: Joe Charbonneau; rt-users@lists.bestpractical.com Subject: RE: [rt-users] outside email What version of RT are you running? How did you install it and have you made any modifications to it since the install? I can't remember if RT creates non privileged users by default when a ticket is create via email. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of jacharbonneau Sent: Friday, October 24, 2008 7:05 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] outside email I have also went into the RT_SiteConfig and changed Set($SenderMustExistInExternalDatabase , undef) i changed the undef to 0 will this also cause issue if i have set the everyone group to create and reply i have also set unpriviledged group to create and reply also. Eli Altman wrote: > > What message/error are you getting, exactly? Have you set the CreateTicket > and ReplyToTicket for Everyone? > > Elias > > -Original Message- > From: [EMAIL PROTECTED] > [mailto:[EMAIL PROTECTED] On Behalf Of > jacharbonneau > Sent: Thursday, October 23, 2008 11:03 AM > To: rt-users@lists.bestpractical.com > Subject: [rt-users] outside email > > > Wondering how to have anyone send an email to a certain mailbox in our > company's email that is associated with a queue in fetchmail. I have > created > the queue and the mailbox and email address but i can only send from email > accounts that i have put into users on rt. is there a way so that anyone > can > send an email to the mailbox with out getting denied and without having to > manually put the person's out side email address in rt and associate it > with > a queue. > -- ___ 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
Re: [rt-users] outside email
Just received this info from the person who built the server the source code hasn't been changed It was build from freebsd ports it's setup for ad auth via apache heimdal module -Original Message- From: Eli Altman [mailto:[EMAIL PROTECTED] Sent: Friday, October 24, 2008 11:33 AM To: Joe Charbonneau; rt-users@lists.bestpractical.com Subject: RE: [rt-users] outside email What version of RT are you running? How did you install it and have you made any modifications to it since the install? I can't remember if RT creates non privileged users by default when a ticket is create via email. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of jacharbonneau Sent: Friday, October 24, 2008 7:05 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] outside email I have also went into the RT_SiteConfig and changed Set($SenderMustExistInExternalDatabase , undef) i changed the undef to 0 will this also cause issue if i have set the everyone group to create and reply i have also set unpriviledged group to create and reply also. Eli Altman wrote: > > What message/error are you getting, exactly? Have you set the CreateTicket > and ReplyToTicket for Everyone? > > Elias > > -Original Message- > From: [EMAIL PROTECTED] > [mailto:[EMAIL PROTECTED] On Behalf Of > jacharbonneau > Sent: Thursday, October 23, 2008 11:03 AM > To: rt-users@lists.bestpractical.com > Subject: [rt-users] outside email > > > Wondering how to have anyone send an email to a certain mailbox in our > company's email that is associated with a queue in fetchmail. I have > created > the queue and the mailbox and email address but i can only send from email > accounts that i have put into users on rt. is there a way so that anyone > can > send an email to the mailbox with out getting denied and without having to > manually put the person's out side email address in rt and associate it > with > a queue. > -- ___ 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
