Re: [rt-users] how to re-order custom fields?

[Kimberly McKinnis]

Aha, didn't see that in the pdf howto I was reading. Thanks!

I don't suppose anyone knows of a good document about rtfm permissions? I want 
a user to be able to search on articles themselves, but not be able to create 
articles. Everytime I grant "see class", they are able to create articles 
themselves. But only having "show article" isn't allowing them to do searches. 
Thanks!


From: Ken Crocker [mailto:kfcroc...@lbl.gov]
Sent: Thursday, November 12, 2009 2:30 PM
To: Kimberly McKinnis
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] how to re-order custom fields?

Kimberly,

Global CF's come before "Queue" CF's. To set the sequence of how a CF shows up 
in a ticket, you have to set that on a queue by queue basis. So, you navigate 
thus:

Configuration->Queues->(select the Queue)->Ticket Custom Fields. At that point, 
you move the CF's up or down as you desire. Make sure you erase your cache.

Kenn
LBNL

On 11/12/2009 1:59 PM, Kimberly McKinnis wrote:
How can I force the ordering of custom fields? The fields under RTFM Content 
seem to be showing up in an arbitrary order, that makes no sense to the user.

~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607









&nb sp;



This email and any attachments may contain confidential and privileged material 
for the sole use of the intended recipient. Any review, copying, or 
distribution of this email (or any attachments) by others is prohibited. If you 
are not the intended recipient, please contact the sender immediately and 
permanently delete this email and any attachments. No employee or agent of TiVo 
Inc. is authorized to conclude any binding agreement on behalf of TiVo Inc. by 
email. Binding agreements with TiVo Inc. may only be made by a signed written 
agreement.














___

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users



Community help: http://wiki.bestpractical.com

Commercial support: sa...@bestpractical.com<mailto:sa...@bestpractical.com>





Discover RT's hidden secrets with RT Essentials from O'Reilly Media.

Buy a copy at http://rtbook.bestpractical.com


This email and any attachments may contain confidential and privileged material 
for the sole use of the intended recipient. Any review, copying, or 
distribution of this email (or any attachments) by others is prohibited. If you 
are not the intended recipient, please contact the sender immediately and 
permanently delete this email and any attachments. No employee or agent of TiVo 
Inc. is authorized to conclude any binding agreement on behalf of TiVo Inc. by 
email. Binding agreements with TiVo Inc. may only be made by a signed written 
agreement.
___
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] how to re-order custom fields?

[Kimberly McKinnis]

How can I force the ordering of custom fields? The fields under RTFM Content 
seem to be showing up in an arbitrary order, that makes no sense to the user.

~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607











This email and any attachments may contain confidential and privileged material 
for the sole use of the intended recipient. Any review, copying, or 
distribution of this email (or any attachments) by others is prohibited. If you 
are not the intended recipient, please contact the sender immediately and 
permanently delete this email and any attachments. No employee or agent of TiVo 
Inc. is authorized to conclude any binding agreement on behalf of TiVo Inc. by 
email. Binding agreements with TiVo Inc. may only be made by a signed written 
agreement.
___
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] RTFM install make initdb path question

[Kimberly McKinnis]

Nevermind... I tricked it with a symlink :)


From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kimberly McKinnis
Sent: Wednesday, November 11, 2009 3:14 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] RTFM install make initdb path question

Trying to install RTFM 2.4.2 on RT 3.4.5 on RHEL4. My rt is installed in 
/usr/local/rt but for some reason, rt-setup-database is in /usr/sbin. I have no 
idea why. But I can't find what to edit in order to give it the correct path 
for installation. Thanks in advance!

[r...@sjspdsupport-test RTFM-2.4.2]# make initdb
/usr/bin/perl -Ilib -I/usr/local/rt/lib -I/usr/lib/rt 
/usr/local/rt/rt-setup-database --action schema --datadir etc --dba rt 
--prompt-for-dba-password
Can't open perl script "/usr/local/rt/rt-setup-database": No such file or 
directory.
Use -S to search $PATH for it.
...returned with error: 512
make: *** [initdb] Error 2

~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607











This email and any attachments may contain confidential and privileged material 
for the sole use of the intended recipient. Any review, copying, or 
distribution of this email (or any attachments) by others is prohibited. If you 
are not the intended recipient, please contact the sender immediately and 
permanently delete this email and any attachments. No employee or agent of TiVo 
Inc. is authorized to conclude any binding agreement on behalf of TiVo Inc. by 
email. Binding agreements with TiVo Inc. may only be made by a signed written 
agreement.


This email and any attachments may contain confidential and privileged material 
for the sole use of the intended recipient. Any review, copying, or 
distribution of this email (or any attachments) by others is prohibited. If you 
are not the intended recipient, please contact the sender immediately and 
permanently delete this email and any attachments. No employee or agent of TiVo 
Inc. is authorized to conclude any binding agreement on behalf of TiVo Inc. by 
email. Binding agreements with TiVo Inc. may only be made by a signed written 
agreement.
___
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] RTFM install make initdb path question

[Kimberly McKinnis]

Trying to install RTFM 2.4.2 on RT 3.4.5 on RHEL4. My rt is installed in 
/usr/local/rt but for some reason, rt-setup-database is in /usr/sbin. I have no 
idea why. But I can't find what to edit in order to give it the correct path 
for installation. Thanks in advance!

[r...@sjspdsupport-test RTFM-2.4.2]# make initdb
/usr/bin/perl -Ilib -I/usr/local/rt/lib -I/usr/lib/rt 
/usr/local/rt/rt-setup-database --action schema --datadir etc --dba rt 
--prompt-for-dba-password
Can't open perl script "/usr/local/rt/rt-setup-database": No such file or 
directory.
Use -S to search $PATH for it.
...returned with error: 512
make: *** [initdb] Error 2

~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607











This email and any attachments may contain confidential and privileged material 
for the sole use of the intended recipient. Any review, copying, or 
distribution of this email (or any attachments) by others is prohibited. If you 
are not the intended recipient, please contact the sender immediately and 
permanently delete this email and any attachments. No employee or agent of TiVo 
Inc. is authorized to conclude any binding agreement on behalf of TiVo Inc. by 
email. Binding agreements with TiVo Inc. may only be made by a signed written 
agreement.
___
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] change location of attachments in RT 3.4.5?

[Kimberly McKinnis]

Due to some annoying circumstances and RT running on a VM, I'm out of disk 
space on /, and can only add a new partition because I don't want to dick 
around resizing an ext3 partition. That said, I need to tell RT to save 
attachments to said new partition. My Google search has not proved fruitful. 
Does anyone know if there's a config parameter somewhere to change this? Thank 
you!

~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607











This email and any attachments may contain confidential and privileged material 
for the sole use of the intended recipient. Any review, copying, or 
distribution of this email (or any attachments) by others is prohibited. If you 
are not the intended recipient, please contact the sender immediately and 
permanently delete this email and any attachments. No employee or agent of TiVo 
Inc. is authorized to conclude any binding agreement on behalf of TiVo Inc. by 
email. Binding agreements with TiVo Inc. may only be made by a signed written 
agreement.
___
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] Can't call method "GetHeader" on an undefined value

[Kimberly McKinnis]

This morning, my production RT server pitched an error on a global scrip, then 
the web UI would hung and not let anyone log in. Can anyone make anything of 
this message?  RT has been oddly flakey since our IT group moved it to a VM. 
It's making me a bit nervous. It seems to have continued creating the ticket, 
but not without wigging out first.


[Fri Oct  2 17:21:11 2009] [error]: Scrip 16 Commit failed: Can't call method 
"GetHeader" on an undefined value at (eval 2250) line 1.

Stack:
  [(eval 2250):1]
  [/usr/lib/rt/RT/ScripAction_Overlay.pm:241]
  [/usr/lib/rt/RT/Scrip_Overlay.pm:507]
  [/usr/lib/rt/RT/Scrips_Overlay.pm:192]
  [/usr/lib/rt/RT/Transaction_Overlay.pm:170]
  [/usr/lib/rt/RT/Record.pm:1438]
  [/usr/lib/rt/RT/Ticket_Overlay.pm:720]
  [/var/rt/html/index.html:102]
  [/var/rt/html/autohandler:215]
 (/usr/lib/rt/RT/Action/UserDefined.pm:81)
[Fri Oct  2 17:21:11 2009] [info]:  
#592/16511 - Scrip 22 Notify Ccs on New Ticket (/usr/lib/rt
/RT/Action/SendEmail.pm:237)
[Fri Oct  2 17:21:12 2009] [debug]: About to think about scrips for transaction 
#16513 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)


It's a scrip to set priority based on the to header. I've never seen GetHeader 
fail before.

my $to = $self->TransactionObj->Attachments->First->GetHeader('To');
$RT::Logger->debug("To email was: $to");
if ($to =)
{
$self->TicketObj->SetPriority(98);
return 1;
}

return 0;


~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607









___
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] Time in logs not matching system time

[Kimberly McKinnis]

That seems to be as designed. At least, that's what I was told when I asked 
this same question last year. Slightly annoying but you get used to it.

-Original Message-
From: Lander, Scott [mailto:slan...@hearstsc.com] 
Sent: Monday, September 28, 2009 11:54 AM
To: Kimberly McKinnis; 'smccl...@rice.edu'; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Time in logs not matching system time

Hmm in syslog, it logs the correct time:

Sep 28 14:46:18 MyHelpDesk RT: Ticket 327 created in queue 'Monitoring' by root 
(/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:667)

While in the rt.log file it logs in UTC:

[Mon Sep 28 18:46:18 2009] [info]: Ticket 327 created in queue 'Monitoring' by 
root (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:667)


Logging is currently set as:
# Logging
Set($LogToSyslog, 'info');
Set($LogToScreen, 'info');
Set($LogToFile  , 1);
Set($LogDir, 'var/log');
Set($LogToFileNamed , "rt.log");#log to rt.log
Set($LogStackTraces, '');
Set(@LogToSyslogConf, ());
Set($StatementLog, '');
# End logging








-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kimberly McKinnis
Sent: Friday, September 25, 2009 6:48 PM
To: 'smccl...@rice.edu'; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Time in logs not matching system time

Isn't Chicago GMT -5? RT will always log in UTC no matter what you do, but 
setting the timezone effects the user interface.

-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Susan McClure
Sent: Friday, September 25, 2009 9:29 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Time in logs not matching system time

I have basically the same problem with the log 5 hours ahead. (I am CDT) I have 
a RHE Linux 5 system.
I have tried both of these in the RT_SiteConfig.pm without any change:

Set($Timezone, 'US/Central');
and
Set($Timezone , 'America/Chicago');

Interestingly, when httpd first starts up the log has the correct time, but as 
soon as it uses RT, the timestamp changes ahead 5 hours.
The name change occurs right after the last Apache 2.2.3 info notice about when 
the server was built.

Susie

---
All,

I am seeing a time in the rt log file that is 4 hours in advance of the 
system time  (system time is EDT).


IE

r...@myhelpdesk:/opt/rt3/var/log# date
Fri Sep 25 11:38:41 EDT 2009
r...@myhelpdesk:/opt/rt3/var/log# tail -f rt.log

[Fri Sep 25 15:39:58 2009] [info]: RT::Authen::ExternalAuth::LDAP::GetAuth 
External Auth OK ( HSCIDM_LDAP ): slander 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:139)
[Fri Sep 25 15:39:58 2009] [warning]: disable 
(/opt/rt3/bin/../lib/RT/User_Overlay.pm:1142)

So, the system time is 11:38, while the log time is 15:38 (ok, 15:39...)


My Rt_SiteConfig.pm hasSet($Timezone , 'US/Eastern');

Any one have any idea how to sync these up?

Thanks



___
RT-Users mailing list
RT-Users@lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users


End of RT-Users Digest, Vol 66, Issue 88


!DSPAM:8,4abce92498521108712277!



___
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

This e-mail message is intended only for the personal use of the recipient(s) 
named above. If you are not an intended recipient, you may not review, copy or 
distribute this message. If you have received this communication in error, 
please notify the Hearst Service Center (cad...@hearstsc.com) immediately by 
email and delete the original message.


___
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] Time in logs not matching system time

[Kimberly McKinnis]

Isn't Chicago GMT -5? RT will always log in UTC no matter what you do, but 
setting the timezone effects the user interface. 

-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Susan McClure
Sent: Friday, September 25, 2009 9:29 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Time in logs not matching system time

I have basically the same problem with the log 5 hours ahead. (I am CDT)
I have a RHE Linux 5 system.
I have tried both of these in the RT_SiteConfig.pm without any change:

Set($Timezone, 'US/Central');
and
Set($Timezone , 'America/Chicago');

Interestingly, when httpd first starts up the log has the correct time,
but as soon as it uses RT, the
timestamp changes ahead 5 hours.
The name change occurs right after the last Apache 2.2.3 info notice
about when the server was
built.

Susie

---
All,

I am seeing a time in the rt log file that is 4 hours in advance of the 
system time  (system time is EDT).


IE

r...@myhelpdesk:/opt/rt3/var/log# date
Fri Sep 25 11:38:41 EDT 2009
r...@myhelpdesk:/opt/rt3/var/log# tail -f rt.log

[Fri Sep 25 15:39:58 2009] [info]: RT::Authen::ExternalAuth::LDAP::GetAuth 
External Auth OK ( HSCIDM_LDAP ): slander 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:139)
[Fri Sep 25 15:39:58 2009] [warning]: disable 
(/opt/rt3/bin/../lib/RT/User_Overlay.pm:1142)

So, the system time is 11:38, while the log time is 15:38 (ok, 15:39...)


My Rt_SiteConfig.pm hasSet($Timezone , 'US/Eastern');

Any one have any idea how to sync these up?

Thanks



___
RT-Users mailing list
RT-Users@lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users


End of RT-Users Digest, Vol 66, Issue 88


!DSPAM:8,4abce92498521108712277!



___
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] Apache2::RequestIO::rflush: Connection reset by peer/Software caused connection abort

[Kimberly McKinnis]

This is now happening repeatedly. Everything I've read said that this is caused 
by someone hitting the stop button on the browser. However, this is directly 
correlated with Xymon checks, and I have a hard time believing that's the 
cause. I'd love to hear if anyone else has experienced this.

Thanks!


From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kimberly McKinnis
Sent: Friday, September 18, 2009 11:11 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Apache2::RequestIO::rflush: Connection reset by 
peer/Software caused connection abort

Has anyone seen these errors before? It's causing an http timeout from our 
monitoring system.

Sep 18 04:02:13 sjspdsupport RT: Apache2::RequestIO::rflush: (104) Connection 
reset by peer at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm 
line 1020 (/usr/bin/webmux.pl:125)
Sep 18 04:02:14 sjspdsupport RT: Apache2::RequestIO::rflush: (103) Software 
caused connection abort at 
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 1020 
(/usr/bin/webmux.pl:125)



~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607









___
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] Apache2::RequestIO::rflush: Connection reset by peer/Software caused connection abort

[Kimberly McKinnis]

Has anyone seen these errors before? It's causing an http timeout from our 
monitoring system.

Sep 18 04:02:13 sjspdsupport RT: Apache2::RequestIO::rflush: (104) Connection 
reset by peer at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm 
line 1020 (/usr/bin/webmux.pl:125)
Sep 18 04:02:14 sjspdsupport RT: Apache2::RequestIO::rflush: (103) Software 
caused connection abort at 
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 1020 
(/usr/bin/webmux.pl:125)



~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607









___
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] sanity check on a scrip/custom flow

[Kimberly McKinnis]

Unfortunately, it's still not sending the custom template as a reply after it 
resolves the ticket.

Is this correct? I don't remember having a separate scrip to send the template 
separately from resolving.

Description: Resolve all tickets in this queue
Condition: On create
Action: User Defined
Template: Global template: group addition
Stage: TransactionCreate
Custom condition: 
Custom action preparation code: return 1;
Custom action cleanup code:
$self->TicketObj->SetStatus('resolved');
return 1;


From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kimberly McKinnis
Sent: Wednesday, September 09, 2009 3:09 PM
To: Lander, Scott; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] sanity check on a scrip/custom flow

Brilliant! I did not have that line. I lost my SiteConfig in the major crash we 
had. Don't even ask why this machine only had a single HDD. Thank you!


From: Lander, Scott [mailto:slan...@hearstsc.com]
Sent: Wednesday, September 09, 2009 3:00 PM
To: Kimberly McKinnis
Subject: RE: sanity check on a scrip/custom flow

Did you forget to

Set($AutoCreateNonExternalUsers,1);

in etc/RT_SiteConfig.pm, perhaps?




From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kimberly McKinnis
Sent: Wednesday, September 09, 2009 5:56 PM
To: Kimberly McKinnis; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] sanity check on a scrip/custom flow
In addition, I should point out that we're running RT 3.4.5, and the following 
is the only logging for the transaction:

[Wed Sep  9 21:52:49 2009] [debug]: Converting 'us-ascii' to 'utf-8' for 
text/plain - Subjectless message (/usr/lib/rt/RT/I18N.pm:226)
[Wed Sep  9 21:52:49 2009] [debug]: Guessed encoding: ascii 
(/usr/lib/rt/RT/I18N.pm:396)
[Wed Sep  9 21:52:49 2009] [debug]: Guessed encoding: ascii 
(/usr/lib/rt/RT/I18N.pm:396)
[Wed Sep  9 21:52:49 2009] [debug]: About to think about scrips for transaction 
#16134 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:49 2009] [debug]: About to think about scrips for transaction 
#16135 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:49 2009] [debug]: About to think about scrips for transaction 
#16136 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:49 2009] [debug]: About to think about scrips for transaction 
#16137 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:49 2009] [debug]: About to think about scrips for transaction 
#16138 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:49 2009] [debug]: About to prepare scrips for transaction 
#16138 (/usr/lib/rt/RT/Transaction_Overlay.pm:160)
[Wed Sep  9 21:52:49 2009] [debug]: Found 7 scrips 
(/usr/lib/rt/RT/Scrips_Overlay.pm:356)
[Wed Sep  9 21:52:50 2009] [debug]: About to commit scrips for transaction 
#16138 (/usr/lib/rt/RT/Transaction_Overlay.pm:169)
[Wed Sep  9 21:52:50 2009] [info]: 
 #579/16138 - Scrip 3  
(/usr/lib/rt/RT/Action/SendEmail.pm:237)
[Wed Sep  9 21:52:50 2009] [debug]: About to think about scrips for transaction 
#16139 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:50 2009] [info]: 
 sent To: kmckin...@tivo.com Cc:  
Bcc:  (/usr/lib/rt/RT/Action/SendEmail.pm:297)
[Wed Sep  9 21:52:50 2009] [info]:  
#579/16138 - Scrip 4  (/usr/lib/rt/RT/Action/SendEmail.pm:237)
[Wed Sep  9 21:52:50 2009] [info]:  
No recipients found. Not sending.
 (/usr/lib/rt/RT/Action/SendEmail.pm:249)
[Wed Sep  9 21:52:50 2009] [debug]: To email was: te-accounts 
 ((eval 2282):4)
[Wed Sep  9 21:52:50 2009] [debug]: About to think about scrips for transaction 
#16140 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:50 2009] [debug]: About to prepare scrips for transaction 
#16140 (/usr/lib/rt/RT/Transaction_Overlay.pm:160)
[Wed Sep  9 21:52:50 2009] [debug]: Found 2 scrips 
(/usr/lib/rt/RT/Scrips_Overlay.pm:356)
[Wed Sep  9 21:52:50 2009] [debug]: About to commit scrips for transaction 
#16140 (/usr/lib/rt/RT/Transaction_Overlay.pm:169)
[Wed Sep  9 21:52:50 2009] [info]: 
 #579/16140 - Scrip 10  
(/usr/lib/rt/RT/Action/SendEmail.pm:237)
[Wed Sep  9 21:52:50 2009] [debug]: About to think about scrips for transaction 
#16141 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:50 2009] [info]: 
 sent To: kmckin...@tivo.com Cc:  
Bcc:  (/usr/lib/rt/RT/Action/SendEmail.pm:297)
[Wed Sep  9 21:52:50 2009] [info]: 
 #579/16138 - Scrip 22 Notify Ccs 
on New Ticket (/usr/lib/rt/RT/Action/SendEmail.pm:237)
[Wed Sep  9 21:52:50 2009] [debug]: About to think about scrips for transaction 
#16142 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:50 2009] [info]: 
 sent To:  Cc: 
te-accou...@tivo.com Bcc:  (/usr/lib/rt/RT/Action/SendEmail.pm:297)
[Wed Sep  9 21:52:50 2009] [info]: Ticket 579 c

Re: [rt-users] sanity check on a scrip/custom flow

[Kimberly McKinnis]

Brilliant! I did not have that line. I lost my SiteConfig in the major crash we 
had. Don't even ask why this machine only had a single HDD. Thank you!


From: Lander, Scott [mailto:slan...@hearstsc.com]
Sent: Wednesday, September 09, 2009 3:00 PM
To: Kimberly McKinnis
Subject: RE: sanity check on a scrip/custom flow

Did you forget to

Set($AutoCreateNonExternalUsers,1);

in etc/RT_SiteConfig.pm, perhaps?




From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kimberly McKinnis
Sent: Wednesday, September 09, 2009 5:56 PM
To: Kimberly McKinnis; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] sanity check on a scrip/custom flow
In addition, I should point out that we're running RT 3.4.5, and the following 
is the only logging for the transaction:

[Wed Sep  9 21:52:49 2009] [debug]: Converting 'us-ascii' to 'utf-8' for 
text/plain - Subjectless message (/usr/lib/rt/RT/I18N.pm:226)
[Wed Sep  9 21:52:49 2009] [debug]: Guessed encoding: ascii 
(/usr/lib/rt/RT/I18N.pm:396)
[Wed Sep  9 21:52:49 2009] [debug]: Guessed encoding: ascii 
(/usr/lib/rt/RT/I18N.pm:396)
[Wed Sep  9 21:52:49 2009] [debug]: About to think about scrips for transaction 
#16134 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:49 2009] [debug]: About to think about scrips for transaction 
#16135 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:49 2009] [debug]: About to think about scrips for transaction 
#16136 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:49 2009] [debug]: About to think about scrips for transaction 
#16137 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:49 2009] [debug]: About to think about scrips for transaction 
#16138 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:49 2009] [debug]: About to prepare scrips for transaction 
#16138 (/usr/lib/rt/RT/Transaction_Overlay.pm:160)
[Wed Sep  9 21:52:49 2009] [debug]: Found 7 scrips 
(/usr/lib/rt/RT/Scrips_Overlay.pm:356)
[Wed Sep  9 21:52:50 2009] [debug]: About to commit scrips for transaction 
#16138 (/usr/lib/rt/RT/Transaction_Overlay.pm:169)
[Wed Sep  9 21:52:50 2009] [info]: 
 #579/16138 - Scrip 3  
(/usr/lib/rt/RT/Action/SendEmail.pm:237)
[Wed Sep  9 21:52:50 2009] [debug]: About to think about scrips for transaction 
#16139 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:50 2009] [info]: 
 sent To: kmckin...@tivo.com Cc:  
Bcc:  (/usr/lib/rt/RT/Action/SendEmail.pm:297)
[Wed Sep  9 21:52:50 2009] [info]:  
#579/16138 - Scrip 4  (/usr/lib/rt/RT/Action/SendEmail.pm:237)
[Wed Sep  9 21:52:50 2009] [info]:  
No recipients found. Not sending.
 (/usr/lib/rt/RT/Action/SendEmail.pm:249)
[Wed Sep  9 21:52:50 2009] [debug]: To email was: te-accounts 
 ((eval 2282):4)
[Wed Sep  9 21:52:50 2009] [debug]: About to think about scrips for transaction 
#16140 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:50 2009] [debug]: About to prepare scrips for transaction 
#16140 (/usr/lib/rt/RT/Transaction_Overlay.pm:160)
[Wed Sep  9 21:52:50 2009] [debug]: Found 2 scrips 
(/usr/lib/rt/RT/Scrips_Overlay.pm:356)
[Wed Sep  9 21:52:50 2009] [debug]: About to commit scrips for transaction 
#16140 (/usr/lib/rt/RT/Transaction_Overlay.pm:169)
[Wed Sep  9 21:52:50 2009] [info]: 
 #579/16140 - Scrip 10  
(/usr/lib/rt/RT/Action/SendEmail.pm:237)
[Wed Sep  9 21:52:50 2009] [debug]: About to think about scrips for transaction 
#16141 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:50 2009] [info]: 
 sent To: kmckin...@tivo.com Cc:  
Bcc:  (/usr/lib/rt/RT/Action/SendEmail.pm:297)
[Wed Sep  9 21:52:50 2009] [info]: 
 #579/16138 - Scrip 22 Notify Ccs 
on New Ticket (/usr/lib/rt/RT/Action/SendEmail.pm:237)
[Wed Sep  9 21:52:50 2009] [debug]: About to think about scrips for transaction 
#16142 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:50 2009] [info]: 
 sent To:  Cc: 
te-accou...@tivo.com Bcc:  (/usr/lib/rt/RT/Action/SendEmail.pm:297)
[Wed Sep  9 21:52:50 2009] [info]: Ticket 579 created in queue 'accounts' by 
kmckinnis (/usr/lib/rt/RT/Ticket_Overlay.pm:730)
[Wed Sep  9 21:52:51 2009] [debug]: Found a ticket ID. It's 579 
(/usr/local/rt/lib/RT/Interface/Email.pm:483)
[Wed Sep  9 21:52:51 2009] [crit]: RT Recieved mail 
(
) from itself. (/usr/local/rt/lib/RT/Interface/Email.pm:732)
[Wed Sep  9 21:52:51 2009] [crit]: RT thinks this message may be a bounce 
(/usr/local/rt/lib/RT/Interface/Email.pm:736)


From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kimberly McKinnis
Sent: Wednesday, September 09, 2009 2:50 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] sanity check on a scrip/custom flow

So a little background... this used to work. Then I rebuilt the system, and all 
I can think is that I misse

Re: [rt-users] sanity check on a scrip/custom flow

[Kimberly McKinnis]

In addition, I should point out that we're running RT 3.4.5, and the following 
is the only logging for the transaction:

[Wed Sep  9 21:52:49 2009] [debug]: Converting 'us-ascii' to 'utf-8' for 
text/plain - Subjectless message (/usr/lib/rt/RT/I18N.pm:226)
[Wed Sep  9 21:52:49 2009] [debug]: Guessed encoding: ascii 
(/usr/lib/rt/RT/I18N.pm:396)
[Wed Sep  9 21:52:49 2009] [debug]: Guessed encoding: ascii 
(/usr/lib/rt/RT/I18N.pm:396)
[Wed Sep  9 21:52:49 2009] [debug]: About to think about scrips for transaction 
#16134 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:49 2009] [debug]: About to think about scrips for transaction 
#16135 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:49 2009] [debug]: About to think about scrips for transaction 
#16136 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:49 2009] [debug]: About to think about scrips for transaction 
#16137 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:49 2009] [debug]: About to think about scrips for transaction 
#16138 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:49 2009] [debug]: About to prepare scrips for transaction 
#16138 (/usr/lib/rt/RT/Transaction_Overlay.pm:160)
[Wed Sep  9 21:52:49 2009] [debug]: Found 7 scrips 
(/usr/lib/rt/RT/Scrips_Overlay.pm:356)
[Wed Sep  9 21:52:50 2009] [debug]: About to commit scrips for transaction 
#16138 (/usr/lib/rt/RT/Transaction_Overlay.pm:169)
[Wed Sep  9 21:52:50 2009] [info]: 
 #579/16138 - Scrip 3  
(/usr/lib/rt/RT/Action/SendEmail.pm:237)
[Wed Sep  9 21:52:50 2009] [debug]: About to think about scrips for transaction 
#16139 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:50 2009] [info]: 
 sent To: kmckin...@tivo.com Cc:  
Bcc:  (/usr/lib/rt/RT/Action/SendEmail.pm:297)
[Wed Sep  9 21:52:50 2009] [info]:  
#579/16138 - Scrip 4  (/usr/lib/rt/RT/Action/SendEmail.pm:237)
[Wed Sep  9 21:52:50 2009] [info]:  
No recipients found. Not sending.
 (/usr/lib/rt/RT/Action/SendEmail.pm:249)
[Wed Sep  9 21:52:50 2009] [debug]: To email was: te-accounts 
 ((eval 2282):4)
[Wed Sep  9 21:52:50 2009] [debug]: About to think about scrips for transaction 
#16140 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:50 2009] [debug]: About to prepare scrips for transaction 
#16140 (/usr/lib/rt/RT/Transaction_Overlay.pm:160)
[Wed Sep  9 21:52:50 2009] [debug]: Found 2 scrips 
(/usr/lib/rt/RT/Scrips_Overlay.pm:356)
[Wed Sep  9 21:52:50 2009] [debug]: About to commit scrips for transaction 
#16140 (/usr/lib/rt/RT/Transaction_Overlay.pm:169)
[Wed Sep  9 21:52:50 2009] [info]: 
 #579/16140 - Scrip 10  
(/usr/lib/rt/RT/Action/SendEmail.pm:237)
[Wed Sep  9 21:52:50 2009] [debug]: About to think about scrips for transaction 
#16141 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:50 2009] [info]: 
 sent To: kmckin...@tivo.com Cc:  
Bcc:  (/usr/lib/rt/RT/Action/SendEmail.pm:297)
[Wed Sep  9 21:52:50 2009] [info]: 
 #579/16138 - Scrip 22 Notify Ccs 
on New Ticket (/usr/lib/rt/RT/Action/SendEmail.pm:237)
[Wed Sep  9 21:52:50 2009] [debug]: About to think about scrips for transaction 
#16142 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Wed Sep  9 21:52:50 2009] [info]: 
 sent To:  Cc: 
te-accou...@tivo.com Bcc:  (/usr/lib/rt/RT/Action/SendEmail.pm:297)
[Wed Sep  9 21:52:50 2009] [info]: Ticket 579 created in queue 'accounts' by 
kmckinnis (/usr/lib/rt/RT/Ticket_Overlay.pm:730)
[Wed Sep  9 21:52:51 2009] [debug]: Found a ticket ID. It's 579 
(/usr/local/rt/lib/RT/Interface/Email.pm:483)
[Wed Sep  9 21:52:51 2009] [crit]: RT Recieved mail 
(
) from itself. (/usr/local/rt/lib/RT/Interface/Email.pm:732)
[Wed Sep  9 21:52:51 2009] [crit]: RT thinks this message may be a bounce 
(/usr/local/rt/lib/RT/Interface/Email.pm:736)


From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kimberly McKinnis
Sent: Wednesday, September 09, 2009 2:50 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] sanity check on a scrip/custom flow

So a little background... this used to work. Then I rebuilt the system, and all 
I can think is that I missed a step somewhere.

I have a queue called te-accounts. Vendors/partners email it to get an 
automated account set up. It's supposed to look at the domain they're emailing 
from, and add the user to the appropriate group. Then it is supposed to resolve 
the ticket, and reply to the requestor with a custom template.

What's actually happening is that it opens a ticket, immediately resolves the 
ticket, and responds with the generic resolved template. The user is never 
added to any groups.

I could use a sanity check on the moving parts to make sure I didn't miss 
something silly.

Queue "accounts" allows "Everyone" and "Unpriviledged" to "CreateTicket".


/etc/aliases (emails me the original request also, so 

[rt-users] sanity check on a scrip/custom flow

[Kimberly McKinnis]

So a little background... this used to work. Then I rebuilt the system, and all 
I can think is that I missed a step somewhere.

I have a queue called te-accounts. Vendors/partners email it to get an 
automated account set up. It's supposed to look at the domain they're emailing 
from, and add the user to the appropriate group. Then it is supposed to resolve 
the ticket, and reply to the requestor with a custom template.

What's actually happening is that it opens a ticket, immediately resolves the 
ticket, and responds with the generic resolved template. The user is never 
added to any groups.

I could use a sanity check on the moving parts to make sure I didn't miss 
something silly.

Queue "accounts" allows "Everyone" and "Unpriviledged" to "CreateTicket".


/etc/aliases (emails me the original request also, so I can manually intervene 
when it breaks)
te-accounts: accounts-queue, accounts-email
accounts-queue: "|/usr/bin/rt-mailgate --queue accounts --action correspond 
--url https://spdsupport.tivo.com/ --timeout 1000"
accounts-email: kmckin...@tivo.com<mailto:kmckin...@tivo.com>

accounts queue scrips:
Description: Adding new users to group based on domain
Condition: On Create
Action: User Defined
Template: Global Template: Autoreply
Stage: TransactionCreate

Custom condition 
Custom action preparation code: return 1;
Custom action cleanup code:
# Domains we want to move
my $domains = {};

my %domain_map = (
   '\...@.*\.?comcast\.com' => "comcast",
   '\...@.*\.?cox\.com'=> "cox",
   '\...@.*\.?tvworks\.com'=> "comcast",
 '\...@.*\.?tivo\.com'  => "support"
);

#Check each of our defined domains for a match
foreach my $domainKey (keys %domain_map ){
if($self->TicketObj->RequestorAddresses =~ /^.*?${domainKey}/) {
# Domain matches - move to the right group

my $user = RT::User->new( $RT::SystemUser );
$user->LoadByEmail($self->TicketObj->RequestorAddresses);
die "couldn't load user" unless $user->id;
my $group = RT::Group->new( $RT::SystemUser );
$group->LoadUserDefinedGroup( $domain_map{$domainKey} );
$group->AddMember($user->id);
}
}

Description: Resolve all tickets in this queue
Condition: On create
Action: User Defined
Template: Global template: group addition
Stage: TransactionCreate
Custom condition: 
Custom action preparation code: return 1;
Custom action cleanup code:
$self->TicketObj->SetStatus('resolved');
return 1;


Global template for resolve account only tickets:
Subject: Resolved: {$Ticket->Subject}

Your account has been given permissions to the $group queue. Please log in via 
the web interface at ".$RT::WebURL." to view tickets for the $group queue.

    Thank you.
{$Ticket->QueueObj->CorrespondAddress()}

-
{$Transaction->Content()}



So what the heck am I missing?

~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607









___
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] Reporting: List of new/open tickets?

[Kimberly McKinnis]

Cool. We're using 3.4.5, I don't see a dashboard, but this may be an excuse for 
an upgrade. Thanks guys :)

-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of spark
Sent: Thursday, August 27, 2009 3:21 PM
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Reporting: List of new/open tickets?

Hi Kimberly,
We use dashboards to automate the emailing of new/open lists each 
morning. Perhaps that might work for you?

- Sean

Kimberly McKinnis wrote:
> I guess I should be more specific. Our PMs would like to have this info 
> automated and emailed, instead of cutting and pasting it from the query 
> builder in RT. Thanks!
> 
> -Original Message-
> From: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com] 
> Sent: Thursday, August 27, 2009 3:10 PM
> To: Kimberly McKinnis
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Reporting: List of new/open tickets?
> 
> Hello Kimberly,
> 
> Do you need script? In the RT web ui you can use Charts for that. As
> well, you can re-use code from the latest version of
> share/html/Search/Elements/Chart
> 
> 
> my $Query = "Queue = 'X'";
> 
> use RT::Report::Tickets;
> my $tix = RT::Report::Tickets->new( $session{'CurrentUser'} );
> my ($count_name, $value_name) = $tix->SetupGroupings(
> Query => $Query, GroupBy => 'Status',
> );
> while ( my $entry = $tix->Next ) {
> my $status = $entry->__Value( $value_name );
> my $count = $entry->__Value( $count_name );
> print "$status => $count\n";
> }
> 
> I think this code should work, but I'm not sure if SetupGroupings
> method is part of RT 3.8.4 or not. Implemented it recently to simplify
> things and make it possible to group by multiple columns.
> 
> On Fri, Aug 28, 2009 at 1:42 AM, Kimberly McKinnis wrote:
>> Before I attempt to reinvent the wheel, I was wondering if anyone had
>> written a reporting script that did something such as listing the numbers
>> and subjects of all open and new tickets. I found something on the wiki, but
>> it requires manual input of ticket numbers.
>>
>>
>>
>> I also have some rudimentary scripting using the RT pms, but any
>> pre-existing code would save time. Thanks!
>>
>>
>>
>> ~~
>>
>> Kimberly McKinnis
>>
>> System Operations Engineer
>>
>> Service Provider Division, TiVo Inc
>>
>> 408-519-9607
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>> ___
>> 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
>>
> 
> 
> 
___
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
___
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] Reporting: List of new/open tickets?

[Kimberly McKinnis]

I guess I should be more specific. Our PMs would like to have this info 
automated and emailed, instead of cutting and pasting it from the query builder 
in RT. Thanks!

-Original Message-
From: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com] 
Sent: Thursday, August 27, 2009 3:10 PM
To: Kimberly McKinnis
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Reporting: List of new/open tickets?

Hello Kimberly,

Do you need script? In the RT web ui you can use Charts for that. As
well, you can re-use code from the latest version of
share/html/Search/Elements/Chart


my $Query = "Queue = 'X'";

use RT::Report::Tickets;
my $tix = RT::Report::Tickets->new( $session{'CurrentUser'} );
my ($count_name, $value_name) = $tix->SetupGroupings(
Query => $Query, GroupBy => 'Status',
);
while ( my $entry = $tix->Next ) {
my $status = $entry->__Value( $value_name );
my $count = $entry->__Value( $count_name );
print "$status => $count\n";
}

I think this code should work, but I'm not sure if SetupGroupings
method is part of RT 3.8.4 or not. Implemented it recently to simplify
things and make it possible to group by multiple columns.

On Fri, Aug 28, 2009 at 1:42 AM, Kimberly McKinnis wrote:
> Before I attempt to reinvent the wheel, I was wondering if anyone had
> written a reporting script that did something such as listing the numbers
> and subjects of all open and new tickets. I found something on the wiki, but
> it requires manual input of ticket numbers.
>
>
>
> I also have some rudimentary scripting using the RT pms, but any
> pre-existing code would save time. Thanks!
>
>
>
> ~~
>
> Kimberly McKinnis
>
> System Operations Engineer
>
> Service Provider Division, TiVo Inc
>
> 408-519-9607
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
> ___
> 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
>



-- 
Best regards, Ruslan.
___
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] Reporting: List of new/open tickets?

[Kimberly McKinnis]

Before I attempt to reinvent the wheel, I was wondering if anyone had written a 
reporting script that did something such as listing the numbers and subjects of 
all open and new tickets. I found something on the wiki, but it requires manual 
input of ticket numbers.

I also have some rudimentary scripting using the RT pms, but any pre-existing 
code would save time. Thanks!

~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607









___
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] Scrip Help

[Kimberly McKinnis]

What if you put in something to pull info from the headers? I have a line in a 
scrip that determines which support account an email was sent to. It's empty if 
the ticket was sent through the GUI.

my $to = $self->TransactionObj->Attachments->First->GetHeader('To');

$RT::Logger->debug("To email was: $to");
.
.
.


From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Aaron Guise
Sent: Wednesday, June 10, 2009 5:47 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Scrip Help

Hi,

Is it possible to differentiate via Scrip whether a ticket is created via the 
RT Gui or an email being sent?  I cannot seem to come up with something 
concrete that works just yet.

Regards,

Aaron Guise
[http://www.guise.net.nz/images/signatures/mob.gif]027 212 6638
[http://www.guise.net.nz/images/signatures/email.gif]aa...@guise.net.nz


___
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] Mail and incoming ticket issue

[Kimberly McKinnis]

I ran into this when I went behind a VIP too. The easiest fix was to leave the 
settings alone and put the internal IP in /etc/hosts with the external hostname 
so it can connect internally.


From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Greg Evans
Sent: Wednesday, June 10, 2009 4:26 PM
To: rt-users Users
Subject: [rt-users] Mail and incoming ticket issue

Hello,

We just moved our RT machine from being on a public interface to being behind a 
firewall with a public interface.

So previously the RT server was located at public IP: xx.xx.xxx.xx
and now the RT server is at 172.17.1.2 and the firewall has a public IP of 
xx.xx.xxx.xx that goes to the RT server

Before the move in /etc/aliases I have

rt: "|/etc/smrsh/rt-mailgate --queue GTC --debug --action correspond --url 
http://rt.domain.com";

since the move I have tried

rt: "|/etc/smrsh/rt-mailgate --queue GTC --debug --action correspond --url 
http://localhost/";

and

rt: "|/etc/smrsh/rt-mailgate --queue GTC --debug --action correspond --url 
http://172.17.1.2/";

and it is not working. If I look in the maillog (which Is where I assume I 
should be looking?) I see a lot of this:

Jun 10 10:36:02 rt sendmail[23281]: n58H5SsX004282: timeout waiting for input 
from local during Draining Input
Jun 10 10:37:02 rt sendmail[23281]: n58H5SsX004282: to="|/etc/smrsh/rt-mailgate 
--queue GTC --debug --action correspond --url http://rt.hcc.net/";, 
ctladdr= (8/0), delay=2+00:31:34, xdelay=00:03:00, 
mailer=prog, pri=4441712, dsn=4.0.0, stat=Deferred: prog mailer 
(/usr/sbin/smrsh) exited with EX_TEMPFAIL
Jun 10 10:39:02 rt sendmail[23281]: n58H5SsY004282: timeout waiting for input 
from local during Draining Input
Jun 10 10:40:02 rt sendmail[23281]: n58H5SsY004282: to="|/etc/smrsh/rt-mailgate 
--queue GTC --debug --action correspond --url http://rt.hcc.net/";, 
ctladdr= (8/0), delay=2+00:34:34, xdelay=00:03:00, 
mailer=prog, pri=4441718, dsn=4.0.0, stat=Deferred: prog mailer 
(/usr/sbin/smrsh) exited with EX_TEMPFAIL
Jun 10 10:42:03 rt sendmail[23281]: n58H5Ssh004282: timeout waiting for input 
from local during Draining Input
Jun 10 10:43:03 rt sendmail[23281]: n58H5Ssh004282: to="|/etc/smrsh/rt-mailgate 
--queue GTC --debug --action correspond --url http://rt.hcc.net/";, 
ctladdr= (8/0), delay=2+00:37:34, xdelay=00:03:01, 
mailer=prog, pri=4441746, dsn=4.0.0, stat=Deferred: prog mailer 
(/usr/sbin/smrsh) exited with EX_TEMPFAIL


It is my understanding that rt-mailgate needs to be able to connect to the 
address that users connect to to create the tickets via mail, so it should be 
connecting to rt.domain.com if my understanding is correct. Is there a way for 
me to fix this since it seems that it is unable to connect to that public 
interface other than changing the firewall?

Greg Evans
gev...@hcc.net
Hood Canal Communications
(360) 898-2481 x212




___
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 could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email

[Kimberly McKinnis]

I turned on the permission for everyone to create tickets, so I'm getting an 
autoresponse and account creation now. However... the auto response template is 
ignoring the code that is supposed to send them a password.

{
*RT::User::GenerateRandomNextChar = \&RT::User::_GenerateRandomNextChar;

if (($Transaction->CreatorObj->id != $RT::Nobody->id) &&

(!$Transaction->CreatorObj->Privileged) &&
($Transaction->CreatorObj->__Value('Password') eq '*NO-PASSWORD*')
) {

my $user = RT::User->new($RT::SystemUser);
$user->Load($Transaction->CreatorObj->Id);
my ($stat, $pass) = $user->SetRandomPassword();

if (!$stat) {
$OUT .=

"An internal error has occurred. RT was not able to set a password for you.
Please contact kmckin...@tivo.com for assistance.";

}

$OUT .= "
You can check the current status and history of your requests at:

".$RT::WebURL."

When prompted, enter the following username and password:

Username: ".$user->Name."
Password: ".$pass."

";
}
}

____
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kimberly McKinnis
Sent: Wednesday, June 10, 2009 4:01 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] RT could not load a valid user, and RT's configuration does 
not allow for the creation of a new user for your email

I had RT 3.4.5 running smoothly until the machine died a horrible disk death. I 
recovered most everything, but I think I lost a scrip or config somewhere. I 
have a scrip that auto adds new users to their appropriate group based on the 
domain in their email. However, RT is no longer auto creating users on incoming 
emails, and instead replies with the following: "RT could not load a valid 
user, and RT's configuration does not allow for the creation of a new user for 
your email."

Does anyone know where this might be configured? I touch RT so infrequently 
these days. Thanks!


~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607









___
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 could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email

[Kimberly McKinnis]

I had RT 3.4.5 running smoothly until the machine died a horrible disk death. I 
recovered most everything, but I think I lost a scrip or config somewhere. I 
have a scrip that auto adds new users to their appropriate group based on the 
domain in their email. However, RT is no longer auto creating users on incoming 
emails, and instead replies with the following: "RT could not load a valid 
user, and RT's configuration does not allow for the creation of a new user for 
your email."

Does anyone know where this might be configured? I touch RT so infrequently 
these days. Thanks!


~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607









___
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] restoration of RT from failed disk

[Kimberly McKinnis]

Oh! That's good news, since I salvaged the database. It's almost entirely 
functional now. Thanks everyone!!

-Original Message-
From: jmose...@corp.xanadoo.com [mailto:jmose...@corp.xanadoo.com] 
Sent: Thursday, April 30, 2009 11:41 AM
To: Kimberly McKinnis
Cc: rt-users@lists.bestpractical.com; rt-users-boun...@lists.bestpractical.com
Subject: RE: [rt-users] restoration of RT from failed disk

The scrips are all located in the database.  Most other RT source
customizations would be located in the /local directory.


James Moseley




   
     Kimberly McKinnis 
 To 
   "jmose...@corp.xanadoo.com" 
 04/30/2009 01:31   
 PM cc 
   "rt-users@lists.bestpractical.com"  
   , 
   "rt-users-boun...@lists.bestpractic 
   al.com" 

   Subject 
   RE: [rt-users] restoration of RT
   from failed disk
   
   
   
   
   
   




Tons of customizations, which is partly why I'm worried. Lots of scrips,
which I'm not sure where they live. I originally installed from a yum
package (running 3.4.5). I'll back up my RT files locally and work on a
reinstall. Thanks!




___
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] restoration of RT from failed disk

[Kimberly McKinnis]

Tons of customizations, which is partly why I'm worried. Lots of scrips, which 
I'm not sure where they live. I originally installed from a yum package 
(running 3.4.5). I'll back up my RT files locally and work on a reinstall. 
Thanks!

-Original Message-
From: jmose...@corp.xanadoo.com [mailto:jmose...@corp.xanadoo.com] 
Sent: Thursday, April 30, 2009 11:29 AM
To: Kimberly McKinnis
Cc: rt-users@lists.bestpractical.com; rt-users-boun...@lists.bestpractical.com
Subject: Re: [rt-users] restoration of RT from failed disk

Hi Kim, if I were you I would simply reinstall.  Unless you had any
customizations, should be a piece of cake - the only thing you'll need is a
copy of your RT_SiteConfig.pm file.

If you were running an older version of RT, you'll need to follow the steps
to upgrade the RT database.


James Moseley



Kimberly McKinnis  wrote:


Hi all
Our RT server had a catastrophic disk failure last night, and I've gotten
the IT team to restore a large number of the files, but due to it being
restored on a different version of RedHat and different perl and mysql
versions, I'm running into a number of issues. Has anyone else had to deal
with this? I could use any advice you've got. I have the databases, so I
think I'm going to just try and completely reinstall RT and import the
databases. Thanks!









 ___
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
___
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] restoration of RT from failed disk

[Kimberly McKinnis]

Hi all
Our RT server had a catastrophic disk failure last night, and I've gotten the 
IT team to restore a large number of the files, but due to it being restored on 
a different version of RedHat and different perl and mysql versions, I'm 
running into a number of issues. Has anyone else had to deal with this? I could 
use any advice you've got. I have the databases, so I think I'm going to just 
try and completely reinstall RT and import the databases. Thanks!

~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607









___
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] completely horked my rt database connection

[Kimberly McKinnis]

That's exactly what it was. Thank you.


-Original Message-
From: Curtis Bruneau [mailto:curt...@vianet.ca] 
Sent: Tuesday, April 07, 2009 12:49 PM
To: Kimberly McKinnis; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] completely horked my rt database connection

It may have added a line to your my.cnf .. usually in /etc/mysql/my.cnf

skip-innodb

You will want to #comment that. There may be other settings but that 
will skip the innodb engine and won't initialize your database.

Kimberly McKinnis wrote:
>
> Following Jesse's suggestion to run mysqltuner, I didn't pay close 
> enough attention to what I was doing and ran the script as admin, 
> which didn't look at my rt database. I removed innoDB, as per it's 
> recommendation, and now my entire install is horked. I suspect that it 
> re-created my mysql users, which is what's causing the problem, but I 
> can't find where RT configures this so I can reset it. Help!
>
> ~~
>
> Kimberly McKinnis
>
> System Operations Engineer
>
> Service Provider Division, TiVo Inc
>
> 408-519-9607
>
> 
>
> ___
> 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

___
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] completely horked my rt database connection

[Kimberly McKinnis]

Following Jesse's suggestion to run mysqltuner, I didn't pay close enough 
attention to what I was doing and ran the script as admin, which didn't look at 
my rt database. I removed innoDB, as per it's recommendation, and now my entire 
install is horked. I suspect that it re-created my mysql users, which is what's 
causing the problem, but I can't find where RT configures this so I can reset 
it. Help!

~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607









___
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 stuck while converting us-ascii to utf-8 for text/plain

[Kimberly McKinnis]

Jesse:
Thank you! I added a larger --timeout than the default (400), and I don't see 
it in the debug logs anymore, though the ticket still hasn't come through. We 
don't run FastCgi, and I need to investigate the things that mysqltuner told 
me. Especially the following: "Your applications are not closing MySQL 
connections properly"

However, the question still remains: where did the ticket email go if it's no 
longer in the queue and not timing out anymore? It never came through to a 
queue. 




-Original Message-
From: Jesse Vincent [mailto:je...@bestpractical.com] 
Sent: Monday, April 06, 2009 7:51 AM
To: Kimberly McKinnis
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Rt stuck while converting us-ascii to utf-8 for 
text/plain




On Fri  3.Apr'09 at 15:53:37 -0700, Kimberly McKinnis wrote:
>Hi! Running RT 3.4.5 (yes, I know it's outdated, there are reasons for not
>upgrading) on Rhel4u4. I've been having some wonky problems lately,
>despite not making any changes. Today's weirdness is a ticket from a
>customer submitted via email showing up in the rt log but never making it
>to a queue. I'm seeing the following message containing the email subject
>in /var/log/rt/rt.log.
> 

I'd be tthat it's actually a large message timing out before RT writes
it, causing the MTA to redeliver. In terms of logging, I'd probably
turn down logs to not show [debug] level messages and consider upping
your rt-mailgate's --timeout argument (ory our webserver's FastCGI
timeout)

Also, consider running mysqltuner.pl and seeing if it tells you anything
useful.

> 
> 
>[Fri Apr  3 20:51:55 2009] [debug]: Converting 'us-ascii' to 'utf-8' for
>text/plain - attn: Kim tivomgt01 sending countless events to our
>monitoring system, please investigate and advise/ thanks
> 
> (/usr/lib/rt/RT/I18N.pm:226)
> 
> 
> 
>[Fri Apr  3 21:34:01 2009] [debug]: Converting 'us-ascii' to 'utf-8' for
>text/plain - attn: Kim tivomgt01 sending countless events to our
>monitoring system, please investigate and advise/ thanks
> 
>(/usr/lib/rt/RT/I18N.pm:226)
> 
> 
> 
>[Fri Apr  3 22:34:01 2009] [debug]: Converting 'us-ascii' to 'utf-8' for
>text/plain - attn: Kim tivomgt01 sending countless events to our
>monitoring system, please investigate and advise/ thanks
> 
>(/usr/lib/rt/RT/I18N.pm:226)
> 
> 
> 
>    What could prevent it from not doing this conversion? I assume that's
>what's causing it to get stuck. Is there anything else useful I can look
>at to diagnose this or kick it into gear? Thanks!
> 
> 
> 
> 
> 
> 
> 
>~~
> 
>Kimberly McKinnis
> 
>System Operations Engineer
> 
>Service Provider Division, TiVo Inc
> 
>408-519-9607
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 

> ___
> 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
___
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 system time

[Kimberly McKinnis]

Aha. Thanks!

-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Monday, April 06, 2009 1:45 PM
To: RT Users
Subject: Re: [rt-users] rt system time


On Apr 6, 2009, at 4:30 PM, Kimberly McKinnis wrote:

> Great suggestion... but the time zone does exist.
>
> [kmckin...@sjspdsupport ~]$ ls /usr/share/zoneinfo/US/Pacific
> /usr/share/zoneinfo/US/Pacific
>
> [kmckin...@sjspdsupport ~]$ ls /usr/share/zoneinfo/US/
> Alaska  Aleutian  Arizona  Central  Eastern  East-Indiana  Hawaii   
> Indiana-Starke  Michigan  Mountain  Pacific  Samoa
>
> However, my system time is set to /America/Los_Angeles. You'd think  
> it'd be the same, but for paranoia's sake, we'll make them match.  
> Changing the RT config to America/Los_Angeles and rebooting doesn't  
> seem to have changed the logging away from UTC.

RT logs and stores data in the database in UTC
The setting you're touching changes the display in the web ui

If you want non-utf timestamps in your logs, have RT log through
syslog instead of LogToFile

-kevin

>
>
>
> From: Jo Rhett [mailto:jrh...@netconsonance.com]
> Sent: Friday, April 03, 2009 6:34 PM
> To: Kimberly McKinnis
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] rt system time
>
> On Apr 3, 2009, at 4:40 PM, Kimberly McKinnis wrote:
>> Can I force my RT install to use the system time/time zone?
>> The system time is correct, and /etc/rt/RT_SiteConfig.pm has always  
>> been set to Set($Timezone, 'US/Pacific');, but I'm noticing that  
>> the rt.log is logging 7 hours ahead (GMT?) Should I care? What's  
>> the point of setting the timezone if we're logging in UTC/GMT?
>
> Is US/Pacific a timezone on your system?   For example, I had this  
> same problem until I realized that on FreeBSD I needed to use  
> America/Los_Angeles
>
> ls /usr/share/zoneinfo (or it's equivalent on your system) will show  
> you the accepted names.
>
> -- 
> Jo Rhett
> Net Consonance : consonant endings by net philanthropy, open source  
> and other randomness
>
>
>
> ___
> 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

___
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
___
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 system time

[Kimberly McKinnis]

Great suggestion... but the time zone does exist.

[kmckin...@sjspdsupport ~]$ ls /usr/share/zoneinfo/US/Pacific
/usr/share/zoneinfo/US/Pacific

[kmckin...@sjspdsupport ~]$ ls /usr/share/zoneinfo/US/
Alaska  Aleutian  Arizona  Central  Eastern  East-Indiana  Hawaii  
Indiana-Starke  Michigan  Mountain  Pacific  Samoa

However, my system time is set to /America/Los_Angeles. You'd think it'd be the 
same, but for paranoia's sake, we'll make them match. Changing the RT config to 
America/Los_Angeles and rebooting doesn't seem to have changed the logging away 
from UTC.




From: Jo Rhett [mailto:jrh...@netconsonance.com]
Sent: Friday, April 03, 2009 6:34 PM
To: Kimberly McKinnis
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] rt system time

On Apr 3, 2009, at 4:40 PM, Kimberly McKinnis wrote:
Can I force my RT install to use the system time/time zone?
The system time is correct, and /etc/rt/RT_SiteConfig.pm has always been set to 
Set($Timezone, 'US/Pacific');, but I'm noticing that the rt.log is logging 7 
hours ahead (GMT?) Should I care? What's the point of setting the timezone if 
we're logging in UTC/GMT?

Is US/Pacific a timezone on your system?   For example, I had this same problem 
until I realized that on FreeBSD I needed to use America/Los_Angeles

ls /usr/share/zoneinfo (or it's equivalent on your system) will show you the 
accepted names.

--
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source and other 
randomness



___
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 system time

[Kimberly McKinnis]

Can I force my RT install to use the system time/time zone?
The system time is correct, and /etc/rt/RT_SiteConfig.pm has always been set to 
Set($Timezone, 'US/Pacific');, but I'm noticing that the rt.log is logging 7 
hours ahead (GMT?) Should I care? What's the point of setting the timezone if 
we're logging in UTC/GMT?

~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607









___
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 stuck while converting us-ascii to utf-8 for text/plain

[Kimberly McKinnis]

Hi! Running RT 3.4.5 (yes, I know it's outdated, there are reasons for not 
upgrading) on Rhel4u4. I've been having some wonky problems lately, despite not 
making any changes. Today's weirdness is a ticket from a customer submitted via 
email showing up in the rt log but never making it to a queue. I'm seeing the 
following message containing the email subject in /var/log/rt/rt.log.

[Fri Apr  3 20:51:55 2009] [debug]: Converting 'us-ascii' to 'utf-8' for 
text/plain - attn: Kim tivomgt01 sending countless events to our monitoring 
system, please investigate and advise/ thanks
 (/usr/lib/rt/RT/I18N.pm:226)

[Fri Apr  3 21:34:01 2009] [debug]: Converting 'us-ascii' to 'utf-8' for 
text/plain - attn: Kim tivomgt01 sending countless events to our monitoring 
system, please investigate and advise/ thanks
(/usr/lib/rt/RT/I18N.pm:226)

[Fri Apr  3 22:34:01 2009] [debug]: Converting 'us-ascii' to 'utf-8' for 
text/plain - attn: Kim tivomgt01 sending countless events to our monitoring 
system, please investigate and advise/ thanks
(/usr/lib/rt/RT/I18N.pm:226)

What could prevent it from not doing this conversion? I assume that's what's 
causing it to get stuck. Is there anything else useful I can look at to 
diagnose this or kick it into gear? Thanks!



~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607









___
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] mysql server has gone away

[Kimberly McKinnis]

I haven't so much as logged into our RT server in months, but today it started 
periodically pitching "MySQL server has gone away errors".  The system health 
is good, though I didn't think to check the MySQL connections before restarting 
MySQL the first time, it reoccurs with only 19 connections.

I'm aware that we're running relatively old versions of everything, but I'm 
surprised that things would fall apart for no reason. MySQL runs on the same 
server as RT, so there should be no reason for the disconnect.

Jan 20 16:20:21 sjspdsupport RT: Ticket 373 created in queue 'comcast-client' 
by jdavis (/usr/lib/rt/RT/Ticket_Overlay.pm:730)
Jan 20 16:20:21 sjspdsupport RT: DBD::mysql::st execute failed: MySQL server 
has gone away at /usr/lib/perl5/site_perl/5.8.5/Apache/Session/S
tore/DBI.pm line 67,  line 331. (/usr/lib/rt/RT.pm:287)
Jan 20 16:20:21 sjspdsupport RT: DBD::mysql::st execute failed: MySQL server 
has gone away at /usr/lib/perl5/site_perl/5.8.5/Apache/Session/L
ock/MySQL.pm line 70,  line 331. (/usr/lib/rt/RT.pm:287)

Has anyone else seen this? Is there more tuning I can do to prevent this? 
(connections don't seem to be an issue). It's not 100% reproducible, but since 
it's an external production ticketing site, it's of great concern.

Thanks!

~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607









___
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] (no subject)

[Kimberly McKinnis]

Sorry, outlook auto-completed the addressee, meant for the request
email.

 



From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Kimberly
McKinnis
Sent: Monday, July 21, 2008 6:26 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] (no subject)

 

unsubscribe

 

 

 

 

 


 

___
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] (no subject)

[Kimberly McKinnis]

unsubscribe

 

 

 

 

 


 

___
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] new tickets don't email cc'ers

[Kimberly McKinnis]

Cc's on a single ticket... where the ticket is created through the
webUI. 
I found the solution, but I also learned a good bit through the replies.

Thank you!

-Original Message-
From: Kenneth Crocker [mailto:[EMAIL PROTECTED] 
Sent: Friday, June 27, 2008 10:29 AM
To: Kimberly McKinnis
Cc: Micah Gersten; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] new tickets don't email cc'ers

Kimberly,


What notification scrips do you have enabled on the Global level
and on 
the queue in question (if that even applies)? Also, when you say "CC's" 
are talking about the CC'c that are queue watchers or the cc's that are 
on a single ticket? They are distinctly different in RT and the way RT 
handles them in terms of notifications.

Kenn
LBNL

On 6/26/2008 6:38 PM, Kimberly McKinnis wrote:
> I checked that already. But I did find the cause. If you use the web
UI
> to open a ticket, I don't think RT emails cc'd people out of the box
to
> notify them about a new ticket. I had created a custom template to do
> this, and it had gotten disabled. Thanks :)
> 
> -Original Message-
> From: Micah Gersten [mailto:[EMAIL PROTECTED] 
> Sent: Thursday, June 26, 2008 5:59 PM
> To: Kimberly McKinnis
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] new tickets don't email cc'ers
> 
> Check to see the global permissions for CC users.
> 
> Thank you,
> Micah Gersten
> onShore Networks
> Internal Developer
> http://www.onshore.com
> 
> 
> 
> Kimberly McKinnis wrote:
>> I don't know who broke what, but my RT system is not even attempting
>> to email cc'd folks on new tickets created through the web. On any
>> queue, so it doesn't appear to be a permissions issue. No edits
appear
>> to have been made to SendEmail.pm.
>>
>>  
>>
>> Does anyone know of anything else that could cause this?
>>
>>  
>>
>> Thanks!
>>
>>  
>>
>> ~~
>>
>> Kimberly McKinnis
>>
>> System Operations Engineer
>>
>> Service Provider Division, TiVo Inc
>>
>> 408-519-9607
>>
>>  
>>
>>  
>>
>>  
>>
>>  
>>
>>  
>>
>>  
>>
>>  
>>
>>
> 
>>
>>  
>>
>>
>

>> ___
>> 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
> 
> ___
> 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
> 

___
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] new tickets don't email cc'ers

[Kimberly McKinnis]

I checked that already. But I did find the cause. If you use the web UI
to open a ticket, I don't think RT emails cc'd people out of the box to
notify them about a new ticket. I had created a custom template to do
this, and it had gotten disabled. Thanks :)

-Original Message-
From: Micah Gersten [mailto:[EMAIL PROTECTED] 
Sent: Thursday, June 26, 2008 5:59 PM
To: Kimberly McKinnis
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] new tickets don't email cc'ers

Check to see the global permissions for CC users.

Thank you,
Micah Gersten
onShore Networks
Internal Developer
http://www.onshore.com



Kimberly McKinnis wrote:
>
> I don't know who broke what, but my RT system is not even attempting
> to email cc'd folks on new tickets created through the web. On any
> queue, so it doesn't appear to be a permissions issue. No edits appear
> to have been made to SendEmail.pm.
>
>  
>
> Does anyone know of anything else that could cause this?
>
>  
>
> Thanks!
>
>  
>
> ~~
>
> Kimberly McKinnis
>
> System Operations Engineer
>
> Service Provider Division, TiVo Inc
>
> 408-519-9607
>
>  
>
>  
>
>  
>
>  
>
>  
>
>  
>
>  
>
>

>
>
>  
>
>

>
> ___
> 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

___
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] new tickets don't email cc'ers

[Kimberly McKinnis]

I don't know who broke what, but my RT system is not even attempting to
email cc'd folks on new tickets created through the web. On any queue,
so it doesn't appear to be a permissions issue. No edits appear to have
been made to SendEmail.pm. 

 

Does anyone know of anything else that could cause this? 

 

Thanks!

 

~~

Kimberly McKinnis

System Operations Engineer

Service Provider Division, TiVo Inc

408-519-9607

 

 

 

 

 

 

 

 


 

___
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] removing quick ticket button

[Kimberly McKinnis]

Currently users get auto-created by emailing a specific email address
and added to various groups with permissions. However, there appears not
to be a way to make these users privileged without manually checking the
box in the UI. This is fine. However, I'm noticing that privileged users
get the "New Ticket In" button at the top of the screen. I don't like
this button and I want it to go away so users only see New Tickets in
the left-hand menu. Based on the info that this button is limited to
privileged users, I went hunting for the code to remove it, but I've not
been successful. 

 

I'm also finding that superusers do not see New Ticket on the left menu,
and it would be handy to have this once the Quick Create button goes
away. Any idea what permission defines this?

 

Thanks!

 

~~

Kimberly McKinnis

System Operations Engineer

Service Provider Division, TiVo Inc

408-519-9607

 

 

 

 

 

 

 

 


 

___
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] rtfm browse by topic permissions

[Kimberly McKinnis]

I recently installed RTFM 2.2.1, and I have granted group permissions by
article class. I then created a number of topics under each class. The
problem is that for some reason, users get a blank list under "Browse by
topic". However, if I click on an article with a topic from the Overview
link, and then through to that topic, I can view the topic hierarchy.
I.e. the "Topics" menu gives me http://10.100.58.145/RTFM/Topics.html
with a blank list, and clicking through articles and onto their topics
gives me http://10.100.58.145/RTFM/Topics.html?id=8&class=1 with a
hierarchy listing. 

 

I searched the mailing list archives, and didn't find much at all. The
RTFM online manual
(http://www.bestpractical.com/rtfm/rtfm-2.0-manual-v1.0.pdf) doesn't
appear to even mention topics. 

 

Am I missing something simple here?

 

 

 

 

 

 


 

___
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] Including RTFM uploaded file in ticket causes a System Error

[Kimberly McKinnis]

,
'fsck.com-rtfm://squee.tivo.com/article/1', 'Status', 'open',
'QuoteTransaction', 105, 'UpdateBcc', '', 'UpdateType', 'response',
'Attach', '', 'Action', 'Respond', 'id', 7, 'RTFM_Content', '',
'UpdateTimeWorked', '', 'UpdateSubject', 'test', 'Owner', 22,
'UpdateContent', '#1: SuperClustering^M^J---^M^JSuper
Clustering
documentation^M^J^M^JAttachment:^M^J--^M^JSuperClustering.pdf^M^
J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12
04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', 'UpdateAttach', 1,
'DefaultStatus', 'open') called at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1255
eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line
1249
HTML::Mason::Request::comp(undef, undef, 'UpdateCc', '', 'SubmitTicket',
'Update Ticket', 'RTFM-Include-Article-Named', '', '7-RefersTo',
'fsck.com-rtfm://squee.tivo.com/article/1', 'Status', 'open',
'QuoteTransaction', 105, 'UpdateBcc', '', 'UpdateType', 'response',
'Attach', '', 'Action', 'Respond', 'id', 7, 'UpdateTimeWorked', '',
'RTFM_Content', '', 'UpdateSubject', 'test', 'Owner', 22,
'UpdateContent', '#1: SuperClustering^M^J---^M^JSuper
Clustering
documentation^M^J^M^JAttachment:^M^J--^M^JSuperClustering.pdf^M^
J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12
04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', 'UpdateAttach', 1,
'DefaultStatus', 'open', 'UpdateCc', '', 'SubmitTicket', 'Update
Ticket', 'RTFM-Include-Article-Named', '', '7-RefersTo',
'fsck.com-rtfm://squee.tivo.com/article/1', 'Status', 'open',
'QuoteTransaction', 105, 'UpdateBcc', '', 'UpdateType', 'response',
'Attach', '', 'Action', 'Respond', 'id', 7, 'RTFM_Content', '',
'UpdateTimeWorked', '', 'UpdateSubject', 'test', 'Owner', 22,
'UpdateContent', '#1: SuperClustering^M^J---^M^JSuper
Clustering
documentation^M^J^M^JAttachment:^M^J--^M^JSuperClustering.pdf^M^
J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12
04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', 'UpdateAttach', 1,
'DefaultStatus', 'open') called at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 916
HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HAS
H(0xac7d138)', 'UpdateCc', '', 'SubmitTicket', 'Update Ticket',
'RTFM-Include-Article-Named', '', '7-RefersTo',
'fsck.com-rtfm://squee.tivo.com/article/1', 'Status', 'open',
'QuoteTransaction', 105, 'UpdateBcc', '', 'UpdateType', 'response',
'Attach', '', 'Action', 'Respond', 'id', 7, 'RTFM_Content', '',
'UpdateTimeWorked', '', 'UpdateSubject', 'test', 'Owner', 22,
'UpdateContent', '#1: SuperClustering^M^J---^M^JSuper
Clustering
documentation^M^J^M^JAttachment:^M^J--^M^JSuperClustering.pdf^M^
J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12
04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', 'UpdateAttach', 1,
'DefaultStatus', 'open') called at /var/rt/html/autohandler line 215
HTML::Mason::Commands::__ANON__('UpdateCc', '', 'SubmitTicket', 'Update
Ticket', 'RTFM-Include-Article-Named', '', '7-RefersTo',
'fsck.com-rtfm://squee.tivo.com/article/1', 'Status', 'open',
'QuoteTransaction', 105, 'UpdateBcc', '', 'UpdateType', 'response',
'Attach', '', 'Action', 'Respond', 'id', 7, 'UpdateTimeWorked', '',
'RTFM_Content', '', 'UpdateSubject', 'test', 'Owner', 22,
'UpdateContent', '#1: SuperClustering^M^J---^M^JSuper
Clustering
documentation^M^J^M^JAttachment:^M^J--^M^JSuperClustering.pdf^M^
J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12
04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', 'UpdateAttach', 1,
'DefaultStatus', 'open') called at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa6
0de18)', 'UpdateCc', '', 'SubmitTicket', 'Update Ticket',
'RTFM-Include-Article-Named', '', '7-RefersTo',
'fsck.com-rtfm://squee.tivo.com/article/1', 'Status', 'open',
'QuoteTransaction', 105, 'UpdateBcc', '', 'UpdateType', 'response',
'Attach', '', 'Action', 'Respond', 'id', 7, 'UpdateTimeWorked', '',
'RTFM_Content', '', 'UpdateSubject', 'test', 'Owner', 22,
'UpdateContent', '#1: SuperClustering^M^J---^M^JSuper
Clustering
documentation^M^J^M^JAttachment:^M^J--^M^JSuperClustering.pdf^M^
J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12
04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', 'UpdateAttach', 1,
'DefaultStatus', 'open') called at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1250
eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line
1249
HTML::Mason::Request::comp(undef, undef, undef, 'UpdateCc', '',
'SubmitTicket', 'Update Ticket', 'RTFM-Include-Article-Named', '',
'7-RefersTo', 'fsck.com-rtfm://squee.tivo.com/article/1', 'Status',
'open', 'QuoteTransaction', 105, 'UpdateBcc', '', 'UpdateType',
'response', 'Attach', '', 'Action', 'Respond', 'id', 7,
'UpdateTimeWorked', '', 'RTFM_Content', '', 'UpdateSubject', 'test',
'Owner', 22, 'UpdateContent', '#1:
SuperClustering^M^J---^M^JSuper Clustering
documentation^M^J^M^JAttachment:^M^J--^M^JSuperClustering.pdf^M^
J^M^JWikiText: ^M^J^M^JAttachments: ^M^J> [kmckinnis - Mon May 12
04:11:36 2008]:^M^J> ^M^J> test^M^J> ^M^J', 'UpdateAttach', 1,
'DefaultStatus', 'open') called at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 461
eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line
461
eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line
413
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa
c7d138)') called at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 167
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheH
andler=HASH(0xac7d138)') called at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 817
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=H
ASH(0x953b914)', 'Apache2::RequestRec=SCALAR(0xad6575c)') called at
/usr/bin/webmux.pl line 123
eval {...} at /usr/bin/webmux.pl line 123
RT::Mason::handler('Apache2::RequestRec=SCALAR(0xad6575c)') called at -e
line 0
eval {...} at -e line 0

 

 



From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Kimberly
McKinnis
Sent: Wednesday, June 04, 2008 4:57 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] uploading pdfs to RTFM

 

Is there a way to upload files to RTFM (pdf manuals and such), in a
similar manner to attaching files to a ticket? 

 

In fact, if I could easily link pdfs from RTFM into tickets, that would
be the best thing. I'd like to expand our ticketing site to be a full
support site, which would include a doc repository. I'm hoping RTFM can
do that so that I don't have to script something to auth against RT's
user database so users can download things. Has anyone done something
like this?

 

Thanks!

 

~~

Kimberly McKinnis

System Operations Engineer

Service Provider Division, TiVo Inc

408-519-9607

 

 

 

 

 

 

 

 


 

___
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] uploading pdfs to RTFM

[Kimberly McKinnis]

Is there a way to upload files to RTFM (pdf manuals and such), in a
similar manner to attaching files to a ticket? 

 

In fact, if I could easily link pdfs from RTFM into tickets, that would
be the best thing. I'd like to expand our ticketing site to be a full
support site, which would include a doc repository. I'm hoping RTFM can
do that so that I don't have to script something to auth against RT's
user database so users can download things. Has anyone done something
like this?

 

Thanks!

 

~~

Kimberly McKinnis

System Operations Engineer

Service Provider Division, TiVo Inc

408-519-9607

 

 

 

 

 

 

 

 


 

___
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] permanently squelching a user

[Kimberly McKinnis]

Yes please! I'll drop it onto my RT testbed and see how it incorporates
into the system. I originally thought there must be a simpler way to do
this, but procmail wasn't working out either. 

-Original Message-
From: Joseph Spenner [mailto:[EMAIL PROTECTED] 
Sent: Friday, May 23, 2008 11:46 AM
To: rt-users@lists.bestpractical.com
Cc: Kimberly McKinnis
Subject: Re: [rt-users] permanently squelching a user


--- On Fri, 5/23/08, Kimberly McKinnis <[EMAIL PROTECTED]> wrote:

> So here's my setup: I have an 'alert' email for
> tickets, and a 'support'
> email for tickets. Alert cc's our cell phones (via
> /etc/aliases) and
> sets the ticket to a high priority (via a scrip based on
> to: email
> headers) . Support goes to the same queue but simply
> notifies the
> adminCCs via email. The problem is that since I'm using
> the script from
> the wiki to add ccs as watchers, the alert email keeps
> getting added to
> tickets as a cc, even though support owns them. This
> results in
> everyone's cell phones getting sms'd every time
> there is a reply to an
> alert ticket. Even after I remove alert from the ticket,
> users continue
> to reply to the initial email where alert was cc'd. 
> 
> 
> I attempted to shove the alert email into @blacklist in
> SendEmail.pm,
> which seemed to work, but unrelated scrips are now failing.
> (Errors
> below.) I'm open to suggestions if I'm going about
> this completely
> wrong.

I've written a multi purpose 'spam/text/sender/receiver filter' which
sits between sendmail/postfix and RT.  Basicially, it works like this:

Instead of having an entry in /etc/aliases pointing to RT, the alias
points to my script.  The script analyzes the whole email and looks for
certain text strings.  If they exist (or don't exist, depending on the
need), it opens a pipe to RT and passes the email along; if the
conditions are met where it shouldn't go into RT, it's dropped.
If you'd like a copy of my perl script, let me know.



  

___
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] permanently squelching a user

[Kimberly McKinnis]

So here's my setup: I have an 'alert' email for tickets, and a 'support'
email for tickets. Alert cc's our cell phones (via /etc/aliases) and
sets the ticket to a high priority (via a scrip based on to: email
headers) . Support goes to the same queue but simply notifies the
adminCCs via email. The problem is that since I'm using the script from
the wiki to add ccs as watchers, the alert email keeps getting added to
tickets as a cc, even though support owns them. This results in
everyone's cell phones getting sms'd every time there is a reply to an
alert ticket. Even after I remove alert from the ticket, users continue
to reply to the initial email where alert was cc'd. 

 

For some reason the part of the script that doesn't add the cc if a user
is an RT user isn't working for this email.

 

I attempted to shove the alert email into @blacklist in SendEmail.pm,
which seemed to work, but unrelated scrips are now failing. (Errors
below.) I'm open to suggestions if I'm going about this completely
wrong. 

 

I added the following code into SendEmail.pm:

 

foreach my $address (qw/ [EMAIL PROTECTED]/){

  $RT::Logger->debug("squelching alert");

   push @blacklist, $address;

   }

 

/var/log/rt/rt.log displays the following when replying to a ticket with
alert cc'd:

 

[Fri May 23 01:26:14 2008] [debug]: Found 5 scrips
(/usr/lib/rt/RT/Scrips_Overlay.pm:356)

[Fri May 23 01:26:14 2008] [error]: Scrip Prepare 3 died. - Can't locate
object method "new" via package "RT::Action::Autoreply" at
/usr/lib/rt/RT/ScripAction_Overlay.pm line 178.

 

Stack:

  [/usr/lib/rt/RT/ScripAction_Overlay.pm:178]

  [/usr/lib/rt/RT/Scrip_Overlay.pm:473]

  [/usr/lib/rt/RT/Scrips_Overlay.pm:236]

  [/usr/lib/rt/RT/Transaction_Overlay.pm:162]

  [/usr/lib/rt/RT/Record.pm:1438]

  [/usr/lib/rt/RT/Ticket_Overlay.pm:720]

  [/usr/local/rt/lib/RT/Interface/Email.pm:793]

  [/var/rt/html/REST/1.0/NoAuth/mail-gateway:58]

 (/usr/lib/rt/RT/Scrip_Overlay.pm:481)

[Fri May 23 01:26:14 2008] [error]: Scrip Prepare 4 died. - Can't locate
object method "new" via package "RT::Action::Notify" at
/usr/lib/rt/RT/ScripAction_Overlay.pm line 178.

 

Stack:

  [/usr/lib/rt/RT/ScripAction_Overlay.pm:178]

  [/usr/lib/rt/RT/Scrip_Overlay.pm:473]

  [/usr/lib/rt/RT/Scrips_Overlay.pm:236]

  [/usr/lib/rt/RT/Transaction_Overlay.pm:162]

  [/usr/lib/rt/RT/Record.pm:1438]

  [/usr/lib/rt/RT/Ticket_Overlay.pm:720]

  [/usr/local/rt/lib/RT/Interface/Email.pm:793]

  [/var/rt/html/REST/1.0/NoAuth/mail-gateway:58]

 (/usr/lib/rt/RT/Scrip_Overlay.pm:481)

[Fri May 23 01:26:14 2008] [debug]: About to commit scrips for
transaction #3535 (/usr/lib/rt/RT/Transaction_Overlay.pm:169)

 

 

 

~~

Kimberly McKinnis

System Operations Engineer

Service Provider Division, TiVo Inc

408-519-9607

 

 

 

 

 

 

 

 


 

___
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] script unintentionally cc'ing RT user

[Kimberly McKinnis]

I realize the topic of cc'ing users has been covered many times, but I'm
struggling with a particular issue. I ganked a script off of the wiki to
add cc'd users (from email)  to the ticket. However, the RT user is
getting added to the ticket also, and the problem this poses is... the
high priority ticketing email cc's the oncall cell phones. Every time
someone responds to a ticket from the high priority queue, the RT user
continues to be cc'd (people don't always remember to check the box in
the web UI to remove the cc), which causes people's cell phones to go
mad from SMS overload. 

 

This is the script I am using:

 

___
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] script unintentionally cc'ing RT user

[Kimberly McKinnis]

Sorry, hit enter somehow instead of pasting. See below for full script
and errors. 

 



From: Kimberly McKinnis 
Sent: Monday, April 28, 2008 3:04 PM
To: 'rt-users@lists.bestpractical.com'
Subject: script unintentionally cc'ing RT user

 

I realize the topic of cc'ing users has been covered many times, but I'm
struggling with a particular issue. I ganked a script off of the wiki to
add cc'd users (from email)  to the ticket. However, the RT user is
getting added to the ticket also, and the problem this poses is... the
high priority ticketing email cc's the oncall cell phones. Every time
someone responds to a ticket from the high priority queue, the RT user
continues to be cc'd (people don't always remember to check the box in
the web UI to remove the cc), which causes people's cell phones to go
mad from SMS overload. 

 

This is the script I am using:

 

#uncomment Logger stuff for debuging

 $RT::Logger->debug("Running Script TestScriptAddCC");

 

 my $Actor = $self->TransactionObj->Creator;

 my $Corresponder_id = $self->TransactionObj->CreatorObj->PrincipalId;

 my $OwnerEmail = $self->TicketObj->OwnerObj->EmailAddress();

 

# Kims debug statement 

#$RT::Logger->debug("Actor id is: $Actor");

 

 # exit if actor is RT_SystemUser 

 return 1 if $Actor->id == $RT::SystemUser->id; 

 

 # get out if corresponder is already requestor,cc or admincc.

 

 if ( $self->TicketObj->IsWatcher( Type => 'Requestor', PrincipalId =>
$Corresponder_id)  ){

 #$RT::Logger->debug("TestScriptAddCC - Corresponder is Requestor,
exit");

 return 1;

 }

 

 if ( $self->TicketObj->IsWatcher( Type => 'Cc', PrincipalId =>
$Corresponder_id)  ){

 #$RT::Logger->debug("TestScriptAddCC - Corresponder is in CC,
exit");

 return 1;

 }

 

 if ( $self->TicketObj->IsWatcher( Type => 'AdminCc', PrincipalId =>
$Corresponder_id)  ){

 #$RT::Logger->debug("TestScriptAddCC - Corresponder is in AdminCC,
exit");

 return 1;

 }

 

 #RuslanZakirov's check

 my ($status, $msg) = $self->TicketObj->AddWatcher(

 Type => "Cc", 

 PrincipalId => $Corresponder_id

 );

 

 unless ( $status ) {  

 $RT::Logger->error("Couldn't add watcher: $msg"); 

 }

 

 return 1;

 

 

~

I think actor->id is what's causing the problem, but I'm not sure where
to go from here:

 

[Mon Apr 28 22:00:28 2008] [debug]: Found 7 scrips
(/usr/lib/rt/RT/Scrips_Overlay.pm:356)

[Mon Apr 28 22:00:28 2008] [debug]: Running Script TestScriptAddCC
((eval 2423):2)

[Mon Apr 28 22:00:28 2008] [error]: Scrip 21 Prepare failed: Can't call
method "id" without a package or object reference at (eval 2423)
line 13.

 

Stack:

  [(eval 2423):13]

  [/usr/lib/rt/RT/ScripAction_Overlay.pm:233]

  [/usr/lib/rt/RT/Scrip_Overlay.pm:478]

  [/usr/lib/rt/RT/Scrips_Overlay.pm:236]

  [/usr/lib/rt/RT/Transaction_Overlay.pm:162]

  [/usr/lib/rt/RT/Record.pm:1438]

  [/usr/lib/rt/RT/Ticket_Overlay.pm:2404]

  [/usr/lib/rt/RT/Ticket_Overlay.pm:2319]

  [/usr/lib/rt/RT/Interface/Web.pm:510]

  [/var/rt/html/Ticket/Display.html:138]

  [/var/rt/html/Ticket/Update.html:214]

  [/var/rt/html/autohandler:215]

 (/usr/lib/rt/RT/Action/UserDefined.pm:65)

 

___
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] Changing Queue based on Incoming Email address

[Kimberly McKinnis]

Whoops. I misread your email.. you said sending *to*, not from.
 
Which syntax is giving you difficulty? I use the following to determine
the To: header:
 
my $to = $self->TransactionObj->Attachments->First->GetHeader('To');



From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Fixer
(Robert Smith)
Sent: Tuesday, February 05, 2008 4:48 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Changing Queue based on Incoming Email address


I can't seem to get the syntax correct for a User Defined scrip to
change queue on an existing ticket, based on which email address they
send to.  I have two queues, [EMAIL PROTECTED] and [EMAIL PROTECTED]  We have
an external database that sends emails based on where a project is in
our workflow, so we need the tickets to drift thru the queues based on
emails from the db.

Any existing scrips or extensions I might be able to look at?


-- 
Robert Smith | Post Production Manager
*:: +1.800.929.0737 x55 | +1.310.882.5584 fax
*:: [EMAIL PROTECTED] | AIM::  bigdaddyfix
*:: 6255 Sunset Blvd, 17th Floor, | Hollywood, CA, | 90028
*:: http://www.livenation.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

Re: [rt-users] Changing Queue based on Incoming Email address

[Kimberly McKinnis]

I create all tickets in our general queue and move them based on domain
name. Here's the scrip I use:
 
# Domains we want to move
my $domains = {};
 
my %domain_map = (
   '[EMAIL PROTECTED]' => "comcast-server",
   '[EMAIL PROTECTED]'=> "cox-server"
);
 
#Check each of our defined domains for a match
foreach my $domainKey (keys %domain_map ){
if($self->TicketObj->RequestorAddresses =~ /^.*?${domainKey}/) {
# Domain matches - move to the right queue
$self->TicketObj->SetQueue($domain_map{$domainKey});
}
}



From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Fixer
(Robert Smith)
Sent: Tuesday, February 05, 2008 4:48 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Changing Queue based on Incoming Email address


I can't seem to get the syntax correct for a User Defined scrip to
change queue on an existing ticket, based on which email address they
send to.  I have two queues, [EMAIL PROTECTED] and [EMAIL PROTECTED]  We have
an external database that sends emails based on where a project is in
our workflow, so we need the tickets to drift thru the queues based on
emails from the db.

Any existing scrips or extensions I might be able to look at?


-- 
Robert Smith | Post Production Manager
*:: +1.800.929.0737 x55 | +1.310.882.5584 fax
*:: [EMAIL PROTECTED] | AIM::  bigdaddyfix
*:: 6255 Sunset Blvd, 17th Floor, | Hollywood, CA, | 90028
*:: http://www.livenation.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

Re: [rt-users] Scrip for escalating priority based on toaddressfrom header

[Kimberly McKinnis]

For anyone interested, it seems the correct line is:

my $to = $self->TransactionObj->Attachments->First->GetHeader('To');  

Everything works as expected now.

-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Kimberly
McKinnis
Sent: Thursday, January 31, 2008 11:31 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Scrip for escalating priority based on
toaddressfrom header


$RT::Logger->debug("To email was: $to");

returns 

[Thu Jan 31 19:20:07 2008] [debug]: To email was:  ((eval 2211):3)

Clearly I'm not parsing the header right :( I can only find references
to GetHeader in Attachment_Overlay.pm... 

-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Kimberly
McKinnis
Sent: Thursday, January 31, 2008 11:03 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Scrip for escalating priority based on to
addressfrom header

Perfect! I'm running logging in debug mode, but it's not enough... I
wanted to know what it thought $to was.

Thank you!

-Original Message-
From: Stephen Turner [mailto:[EMAIL PROTECTED]
Sent: Thursday, January 31, 2008 8:00 AM
To: Kimberly McKinnis
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Scrip for escalating priority based on to
address from header

At Wednesday 1/30/2008 06:06 PM, Kimberly McKinnis wrote:
>my $to =
>$self->TicketObj->Transactions->First->Message->First->GetHeader('To');
>if ($to =~/[EMAIL PROTECTED]/)
>{
>$self->TicketObj->SetPriority(98);
>}
>return 1;
>
>It doesn't error, but it seems to be ignored entirely. I used 'my', as 
>the global variable was throwing errors about global symbol requiring 
>an explicit package name. Perhaps it's working and not parsing right?
>

Kimberley,

A very useful tool is the RT logger. If you put logging statements in
your code, they'll show up in the RT log, so you can see if your code is
being executed, examine variables etc. The code looks like this:

$RT::Logger->debug("I am here");

or

$RT::Logger->debug("Ticket number is: " . $self->TicketObj->id );

Steve 

___
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

___
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

___
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] Scrip for escalating priority based on to addressfrom header

[Kimberly McKinnis]

$RT::Logger->debug("To email was: $to");

returns 

[Thu Jan 31 19:20:07 2008] [debug]: To email was:  ((eval 2211):3)

Clearly I'm not parsing the header right :( I can only find references
to GetHeader in Attachment_Overlay.pm... 

-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Kimberly
McKinnis
Sent: Thursday, January 31, 2008 11:03 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Scrip for escalating priority based on to
addressfrom header

Perfect! I'm running logging in debug mode, but it's not enough... I
wanted to know what it thought $to was.

Thank you!

-Original Message-
From: Stephen Turner [mailto:[EMAIL PROTECTED]
Sent: Thursday, January 31, 2008 8:00 AM
To: Kimberly McKinnis
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Scrip for escalating priority based on to
address from header

At Wednesday 1/30/2008 06:06 PM, Kimberly McKinnis wrote:
>my $to =
>$self->TicketObj->Transactions->First->Message->First->GetHeader('To');
>if ($to =~/[EMAIL PROTECTED]/)
>{
>$self->TicketObj->SetPriority(98);
>}
>return 1;
>
>It doesn't error, but it seems to be ignored entirely. I used 'my', as 
>the global variable was throwing errors about global symbol requiring 
>an explicit package name. Perhaps it's working and not parsing right?
>

Kimberley,

A very useful tool is the RT logger. If you put logging statements in
your code, they'll show up in the RT log, so you can see if your code is
being executed, examine variables etc. The code looks like this:

$RT::Logger->debug("I am here");

or

$RT::Logger->debug("Ticket number is: " . $self->TicketObj->id );

Steve 

___
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

___
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] Scrip for escalating priority based on to address from header

[Kimberly McKinnis]

Perfect! I'm running logging in debug mode, but it's not enough... I
wanted to know what it thought $to was.

Thank you!

-Original Message-
From: Stephen Turner [mailto:[EMAIL PROTECTED] 
Sent: Thursday, January 31, 2008 8:00 AM
To: Kimberly McKinnis
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Scrip for escalating priority based on to
address from header

At Wednesday 1/30/2008 06:06 PM, Kimberly McKinnis wrote:
>my $to =
>$self->TicketObj->Transactions->First->Message->First->GetHeader('To');
>if ($to =~/[EMAIL PROTECTED]/)
>{
>$self->TicketObj->SetPriority(98);
>}
>return 1;
>
>It doesn't error, but it seems to be ignored entirely. I used 'my', as 
>the global variable was throwing errors about global symbol requiring 
>an explicit package name. Perhaps it's working and not parsing right?
>

Kimberley,

A very useful tool is the RT logger. If you put logging statements in
your code, they'll show up in the RT log, so you can see if your code is
being executed, examine variables etc. The code looks like this:

$RT::Logger->debug("I am here");

or

$RT::Logger->debug("Ticket number is: " . $self->TicketObj->id );

Steve 

___
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] Scrip for escalating priority based on to address from header

[Kimberly McKinnis]

Sadly, I'm not cool enough to get you a free TiVo. Mine wasn't even free
:P
 
I have Learning Perl, I'm just floundering and it's all starting to look
the same
 
Condition: on create
Action: User Defined
Templayte: Global template: Blank
Stage: TransactionCreate
 
my $to =
$self->TicketObj->Transactions->First->Message->First->GetHeader('To');
if ($to =~/[EMAIL PROTECTED]/)
{
$self->TicketObj->SetPriority(98);
}
return 1;
 
It doesn't error, but it seems to be ignored entirely. I used 'my', as
the global variable was throwing errors about global symbol requiring an
explicit package name. Perhaps it's working and not parsing right?
 




From: Todd Chapman [mailto:[EMAIL PROTECTED] 
Sent: Wednesday, January 30, 2008 12:23 PM
To: Kimberly McKinnis
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Scrip for escalating priority based on to
address from header


Kimberly,

I would starting by picking up a copy of Learning Perl. If you don't
know basic Perl syntax there is no way you will be able to write RT
scrips. Try:

if ($to =~ /[EMAIL PROTECTED]/) {
{ 
$self->TicketObj->SetPriority(98); 
} 

I'll write it for you if you send me an HD Tivo. ;)

-Todd



On 1/30/08, Kimberly McKinnis <[EMAIL PROTECTED]> wrote: 

Because I have no idea what I'm doing. Without, I still receive
errors:
 
[Wed Jan 30 20:17:14 2008] [error]: Scrip 16 Commit failed:
Global symbol "$to" requires explicit package name at (eval 2305) line
1.
Global symbol "$Ticket" requires explicit package name at (eval
2305) line 1.
syntax error at (eval 2305) line 2, near "if $to "
Global symbol "$to" requires explicit package name at (eval
2305) line 2.
 (/usr/lib/rt/RT/Action/UserDefined.pm:81)


____

From: Todd Chapman [mailto:[EMAIL PROTECTED] 
Sent: Wednesday, January 30, 2008 11:58 AM
To: Kimberly McKinnis
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Scrip for escalating priority based on
to address from header



    Why do you have a package statement?

And $Ticket should be $self->TicketObj.


On 1/30/08, Kimberly McKinnis <[EMAIL PROTECTED]> wrote: 

I've read up on priorities, but nothing I've seen quite
fits my need. We have two email addresses that both go to the same
queue, an alert email and a support email. The alert email also SMS's my
mobile phone. I'd like to have RT check the to: address from the header
and set anything to the alert email to a high priority. Then I can do
things like a cron to check for untouched emails with a high priority
and alert us. 

I've approached this with a user defined scrip in the
server queue: 

Custom condition: return 1; 

Custom action prep code: return 1; 

Custom action cleanup code: 
  
package RT::User; 

my $to =
$Ticket->Transactions->First->Message->First->GetHeader('To'); 
if $to = ('[EMAIL PROTECTED]') 
{ 
$self->TicketObj->SetPriority(98); 
} 
return 1; 

When opening a new ticket, I see in rt.log: 
[Wed Jan 30 18:56:16 2008] [error]: Scrip 16 Commit
failed: Global symbol "$to" requires explicit package name at (eval
2242) line 3.

Global symbol "$Ticket" requires explicit package name
at (eval 2242) line 3. 
syntax error at (eval 2242) line 4, near "if $to " 
Global symbol "$to" requires explicit package name at
(eval 2242) line 4. 
     (/usr/lib/rt/RT/Action/UserDefined.pm:81) 

Obviously, I'm doing something very wrong, but I'm not
clear what. Could someone proofread this and let me know where I've gone
wrong? Thanks!

~~ 
Kimberly McKinnis 
System Operations Engineer 
Service Provider Division, TiVo Inc 
408-519-9607 


___

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




___
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] Scrip for escalating priority based on to address from header

[Kimberly McKinnis]

Because I have no idea what I'm doing. Without, I still receive errors:
 
[Wed Jan 30 20:17:14 2008] [error]: Scrip 16 Commit failed: Global
symbol "$to" requires explicit package name at (eval 2305) line 1.
Global symbol "$Ticket" requires explicit package name at (eval 2305)
line 1.
syntax error at (eval 2305) line 2, near "if $to "
Global symbol "$to" requires explicit package name at (eval 2305) line
2.
 (/usr/lib/rt/RT/Action/UserDefined.pm:81)




From: Todd Chapman [mailto:[EMAIL PROTECTED] 
Sent: Wednesday, January 30, 2008 11:58 AM
To: Kimberly McKinnis
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Scrip for escalating priority based on to
address from header


Why do you have a package statement?

And $Ticket should be $self->TicketObj.


On 1/30/08, Kimberly McKinnis <[EMAIL PROTECTED]> wrote: 

I've read up on priorities, but nothing I've seen quite fits my
need. We have two email addresses that both go to the same queue, an
alert email and a support email. The alert email also SMS's my mobile
phone. I'd like to have RT check the to: address from the header and set
anything to the alert email to a high priority. Then I can do things
like a cron to check for untouched emails with a high priority and alert
us. 

I've approached this with a user defined scrip in the server
queue: 

Custom condition: return 1; 

Custom action prep code: return 1; 

Custom action cleanup code: 
  
package RT::User; 

my $to =
$Ticket->Transactions->First->Message->First->GetHeader('To'); 
if $to = ('[EMAIL PROTECTED]') 
{ 
$self->TicketObj->SetPriority(98); 
} 
return 1; 

When opening a new ticket, I see in rt.log: 
[Wed Jan 30 18:56:16 2008] [error]: Scrip 16 Commit failed:
Global symbol "$to" requires explicit package name at (eval 2242) line
3.

Global symbol "$Ticket" requires explicit package name at (eval
2242) line 3. 
syntax error at (eval 2242) line 4, near "if $to " 
Global symbol "$to" requires explicit package name at (eval
2242) line 4. 
 (/usr/lib/rt/RT/Action/UserDefined.pm:81) 

Obviously, I'm doing something very wrong, but I'm not clear
what. Could someone proofread this and let me know where I've gone
wrong? Thanks!

~~ 
Kimberly McKinnis 
System Operations Engineer 
Service Provider Division, TiVo Inc 
408-519-9607 


___
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



___
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] Scrip for escalating priority based on to address from header

[Kimberly McKinnis]

I've read up on priorities, but nothing I've seen quite fits my need. We
have two email addresses that both go to the same queue, an alert email
and a support email. The alert email also SMS's my mobile phone. I'd
like to have RT check the to: address from the header and set anything
to the alert email to a high priority. Then I can do things like a cron
to check for untouched emails with a high priority and alert us. 

I've approached this with a user defined scrip in the server queue:

Custom condition: return 1;

Custom action prep code: return 1;

Custom action cleanup code:
 
package RT::User;

my $to = $Ticket->Transactions->First->Message->First->GetHeader('To');
if $to = ('[EMAIL PROTECTED]')
{
$self->TicketObj->SetPriority(98);
}
return 1;

When opening a new ticket, I see in rt.log:
[Wed Jan 30 18:56:16 2008] [error]: Scrip 16 Commit failed: Global
symbol "$to" requires explicit package name at (eval 2242) line 3.
Global symbol "$Ticket" requires explicit package name at (eval 2242)
line 3.
syntax error at (eval 2242) line 4, near "if $to "
Global symbol "$to" requires explicit package name at (eval 2242) line
4.
 (/usr/lib/rt/RT/Action/UserDefined.pm:81)

Obviously, I'm doing something very wrong, but I'm not clear what. Could
someone proofread this and let me know where I've gone wrong? Thanks!

~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607

___
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] Auto adding users to privileged groups

[Kimberly McKinnis]

Interestingly, my original email hadn't shown up on the list yet... but
I made the script work myself. I was missing a few steps.

I have an email alias pointing to the 'accounts' queue. I gave unpriv
users the ability the create tickets in the accounts queue. On Create, I
have two scripts. One for $self->TicketObj->SetStatus('resolved'); and
the other: 

my $domains = {};

my %domain_map = (
   '[EMAIL PROTECTED]' => "cust1",
   '[EMAIL PROTECTED]'=> "cust2",
   '[EMAIL PROTECTED]'  => "cust3",
);

foreach my $domainKey (keys %domain_map ){
if($self->TicketObj->RequestorAddresses =~ /^.*?${domainKey}/) {

my $user = RT::User->new( $RT::SystemUser );
$user->LoadByEmail($self->TicketObj->RequestorAddresses);
die "couldn't load user" unless $user->id;
my $group = RT::Group->new( $RT::SystemUser );
$group->LoadUserDefinedGroup( $domain_map{$domainKey} );
$group->AddMember($user->id);
}
}


Whoever wrote the code snippets page on the wiki is officially my hero. 
___
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