[rt-users] AdminCC for queues not to get notified after ticket has owner

2010-10-21 Thread Steve O'Brien
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

2010-10-20 Thread Steve O'Brien
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

2010-06-14 Thread Steve O'Brien
 
 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

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[rt-users] Summary: winmail.dat attachments only on ticket Replies

2010-06-14 Thread Steve O'Brien
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

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[rt-users] FW: winmail.dat attachments only on ticket Replies

2010-06-09 Thread Steve O'Brien
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



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[rt-users] winmail.dat in Ticket Replies

2010-06-08 Thread Steve O'Brien
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

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Re: [rt-users] winmail.dat attachments only on ticket Replies

2010-06-07 Thread Steve O'Brien
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



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Re: [rt-users] RT Emails Being Blocked by Various Providers

2009-03-06 Thread Steve O'Brien
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
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Re: [rt-users] Is it standard for AdminCc watchers to get 2 emails every time a ticket is created?

2009-03-04 Thread Steve O'Brien
What Scrip is causing this to occur?
How can you tell?
Steve
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[rt-users] Parsing email subject or body to create SLA priority

2009-02-25 Thread Steve O'Brien
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

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[rt-users] Diplaying Custom fields globally

2009-02-23 Thread Steve O'Brien
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

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[rt-users] RT::Extension::SLA Question

2009-02-17 Thread Steve O'Brien
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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