[rt-users] AdminCC for queues not to get notified after ticket has owner
I can seem to find the right way to accomplish this: I have my groups as adminCCs for their respective queues so that they get notified when tickets get created which is working great, however once a tech picks up a ticket I do not want everyone getting notified on ticket correspondence, I see that I can delete that global Scrip but that seems a bit drastic. Is there a better way? TIA, Steve
[rt-users] IE Hangs loading background-gradient.png in 3.8.8
Hello All, Just upgraded to 3.8.8 and it works great in Firefox, but the page load hangs on background-gradient.png in Internet Explorer 8, if I reload the page it comes up fine. Anyone else seen this? TIA, Steve
Re: [rt-users] emailing into queues
Could anyone help please? Thanks, Guy. What is the output of tailf /var/log/maillog during the time when the email is sent? What is your aliases file? S Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Summary: winmail.dat attachments only on ticket Replies
I didn't see it come through so I am going to email it out again in case it might help someone else... This was my original problem: I am trying to figure out how to get RT-mailgate to parse winamil.dat files that are attached to ticket replies. 1.)If a user opens a ticket with an attachment - no problem 2.)If a user creates a new email using the subject line included in the original ticket with an attachment - no problem 3.)If a user click on reply to the ticket and adds an attachment then I get winmail.dat attachment - problem Solution: rt: |/usr/bin/tnef|/usr/bin/tnef|/etc/smrsh/rt-mailgate --queue 'Rt' --action correspond --url http://rt.domain.com/; Basically just run it through tnef parser twice to get through all the headers so that it would parse the replies, not very elegant but it works... Steve Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] FW: winmail.dat attachments only on ticket Replies
I figured it out, in case anyone else runs into the same issue. I was trying to figure out why replies were being handled differently and I knew that the original header becomes wrapped in the reply header. So it occurred to me to try piping the message through the tnef decoder twice and viola... rt-support: |/usr/bin/tnef|/usr/bin/tnef|/etc/smrsh/rt-mailgate --queue 'Support' --action correspond --url http://rt.domain.com/ Steve From: Juan Mas [mailto:juan@gmail.com] Sent: Monday, June 07, 2010 12:16 PM To: Steve O'Brien Cc: RT-Users@lists.bestpractical.com Subject: Re: [rt-users] winmail.dat attachments only on ticket Replies I just went through a similar issue. Though for me, if a user submitted a new ticket and were using Rich Text formatting, it would create the winmail.dat file. The only way I was able to fix it was to disable TNEF formatting in Exchange. If you look up TNEF and RT you will probably find some workarounds for your RT server, but I couldn't get any of them to work, so resorted to disabling it completely on Exchange. On Mon, Jun 7, 2010 at 3:10 PM, Steve O'Brien steve.obr...@hdesd.orgmailto:steve.obr...@hdesd.org wrote: Hello, I am trying to figure out how to get RT-mailgate to parse winamil.dat files that are attached to ticket replies. 1.)If a user opens a ticket with an attachment - no problem 2.)If a user creates a new email using the subject line included in the original ticket with an attachment - no problem 3.)If a user click on reply to the ticket and adds an attachment then I get winmail.dat attachment - problem TIA, Steve Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] winmail.dat in Ticket Replies
Not having much luck thus far... Can anyone explain why none of the TNEF decoders seem to be able to decode the ticket replies? What is different about the reply than the original email? FYI - 1.)Initial Ticket creation attachments come through - no problem 2.)Emailing with the Ticket Subject line and attachment - no problem 3.)Replying to ticket result with an attachment results in winmail.dat - problem Disabling TNEF in Exchange is not an option since several of the mail servers are outside of our control TIA, Steve Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] winmail.dat attachments only on ticket Replies
Thanks Juan, I have too tried tnef and ytnef work-arounds without success. I don't have control over all the exchange environments using RT so I have to find a solution for the winmail.dat decoding. Thanks! Steve O'Brien From: Juan Mas [mailto:juan@gmail.com] Sent: Monday, June 07, 2010 12:16 PM To: Steve O'Brien Cc: RT-Users@lists.bestpractical.com Subject: Re: [rt-users] winmail.dat attachments only on ticket Replies I just went through a similar issue. Though for me, if a user submitted a new ticket and were using Rich Text formatting, it would create the winmail.dat file. The only way I was able to fix it was to disable TNEF formatting in Exchange. If you look up TNEF and RT you will probably find some workarounds for your RT server, but I couldn't get any of them to work, so resorted to disabling it completely on Exchange. On Mon, Jun 7, 2010 at 3:10 PM, Steve O'Brien steve.obr...@hdesd.orgmailto:steve.obr...@hdesd.org wrote: Hello, I am trying to figure out how to get RT-mailgate to parse winamil.dat files that are attached to ticket replies. 1.)If a user opens a ticket with an attachment - no problem 2.)If a user creates a new email using the subject line included in the original ticket with an attachment - no problem 3.)If a user click on reply to the ticket and adds an attachment then I get winmail.dat attachment - problem TIA, Steve Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.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 Emails Being Blocked by Various Providers
We are not using our Exchange server with RT, it just uses a local SMTP server that goes to our corporate SMTP server and sends from there. I really don't understand the whole setup, nor am I familiar with SPF and PTR records. How are those set up, and on what system? Thanks, Tim My RT server is configured using sendmail and I used the SMARTHOST directive. If you are using sendmail edit your /etc/mail/sendmail.mc and remake your senmail cf. Here is a brief tutorial http://www.elandsys.com/resources/sendmail/smarthost.html Steve ___ 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] Is it standard for AdminCc watchers to get 2 emails every time a ticket is created?
What Scrip is causing this to occur? How can you tell? Steve ___ 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] Parsing email subject or body to create SLA priority
I am looking for a way to parse an email message to set the SLA priority of the ticket (using RT::Extension::SLA) TIA, Steve ___ 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] Diplaying Custom fields globally
Hi All, I am using the RT::Extension::SLA module, which is working great. I am trying to figure out how to do something seemingly simple. I would like the Custom SLA field to display globally on RT At A Glance and pretty much everywhere so that people can use that information to prioritize. I found some docs for RT 3.6.2 but it was different; I know how to edit my own view and see them I just don't know how to make that the default view. TIA, Steve ___ 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::Extension::SLA Question
I am try to use RT to replace our current help desk system but have been
struggling with 2 points:
1.)We have an SLA with our customers and need to be able to incorporate
that into our ticket system. I have installed and begun configuring the SLA
extension but I am not really sure if it is set up correctly here is my config:
# Set Business Hours
%RT::ServiceBusinessHours = (
0 = { Name = 'Sunday',Start = 'undef', End = 'undef' },
1 = { Name = 'Monday', Start = '07:30', End = '17:00' },
2 = { Name = 'Tuesday', Start = '07:30', End = '17:00' },
3 = { Name = 'Wednesday', Start = '07:30', End = '17:00' },
4 = { Name = 'Thursday', Start = '07:30', End = '17:00' },
5 = { Name = 'Friday', Start = '07:30', End = '17:00' },
6 = { Name = 'Saturday', Start = 'undef', End = 'undef' },
holidays = [qw(2009-02-16 2009-03-23 2009-03-24 2009-03-25 2009-03-26 2
009-03-27)],
);
# RT:Extension::SLA Config
%RT::ServiceAgreements = (
Default = 'Service Impaired',
Levels = {
'System Inoperable' = { Response = { BusinessMinutes = 60*2 } },
'Service Impaired' = { Response = { BusinessMinutes = 60*9 } },
'General Inquiry' = { Response= { BusinessMinutes = 60*27 } },
},
);
When I create a ticket I now see a user defined field called SLA, however there
is just one field called 'No Value' so I think I might have missed something.
2.)Custom reports, I would need to be able to generate reports using the
SLA data to tell us if we are meeting our SLA, etc.
TIA,
Steve
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