[rt-users] RT4.0.5: Extra Carriage Returns
We are using RT 4.0.5. Been seeing this issue since 3.8. I send an email to RT using plain text (Using Outlook). Body is as follows: 1single carriage return 2single carriage return 3single carriage return 4single carriage return Owner of ticket replies via email (plain text) and this is what is displayed in RT web interface: RT-Message-ID: rt-4.0.5-20393-1338999797-1708.19249-...@rt.asdf.com Content-Length: 707 1 2 3 4 The email I get in Outlook looks like this (in RT it looks fine): 1double carriage return 2double carriage return 3double carriage return 4double carriage return If I reply back RT will now have the double CR. If ticket owner replies I will see triple CR's. Rinse repeat and the CR's grow and grow. I have queried the list and found a previous patch that requires the X-Mailer header. New versions Exchange do not send X-Mailer. We changed EmailerParser.pm to force all messages through the RescueOutlook code. Unfortunately it did not fix anything. Any ideas what might be causing this? Patrick
[rt-users] Can Simple.html search Email OR Content (not AND) ?
Hi, I would like to make it so that the Simple Search (3.8.2) will always search Content, Requestor and Subject fields using LIKE comparisons so that users won't need to prepend fulltext: and email: (the latter won't find partial email addresses) on search terms. I have created a local overlay for html/Search/Simple.html which loads a local lib/RT/Search/Googleish.pm and that has an altered QueryToSQL function which bakes the search term into the pseudo-SQL: ( Content LIKE 'munchy' ) OR ( Requestor LIKE 'munchy' ) OR ( Subject LIKE 'munchy' ) The above gets fed deeper into RT SearchBuilder guts, until it comes out in the mysql query log as this: 1WHERE (Transactions_1.ObjectType = 'RT::Ticket') 2AND (main.Status != 'deleted') 3AND (Users_5.EmailAddress LIKE '%munchy%') 4AND ( 5( ( Attachments_2.Content LIKE '%munchy%' ) ) 6OR 7( ( CachedGroupMembers_4.id IS NOT NULL ) ) 8OR 9( main.Subject LIKE '%munchy%' ) 10 ) 11 AND (main.Type = 'ticket') 12 AND (main.EffectiveId = main.id) So the final actual query is not what I asked for because there will be zero results if the EmailAddress does not match. I want all results where the Email OR Content OR Subject is LIKE the search term. If Line 3 above could be moved down after Line 4 and connected by OR then it would work and find tickets. I dug around and found something about EnteryAggregator in lib/RT/Tickets_Overlay.pm but I don't know what to do next or how to modify Googleish.pm to get the results I am looking for. A ___ 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] Can Simple.html search Email OR Content (not AND) ?
I would like to make it so that the Simple Search (3.8.2) will always search Content, Requestor and Subject fields using LIKE comparisons so and email: (won't find partial email addresses) Is email: some newfangled 3.8.2 thing? Oops. Mixed up one of my attempted mods with how the stock install works. No, you are right. There is no email: modifier for simple search. I was trying to get it to search email addresses where the user doesn't remember the full address -- like just searching for 'email:foo' when they can't remember 'f...@foo.com' To solve your latter problem of partial matches, you might try RTx::From http://search.cpan.org/~jpierce/RTx-From-0.02/lib/RTx/From.pm Looking at the synopsis of that, cannot be meaningfully combined with other search terms seems to mean that a person could not search for from:foo bar and expect to find tickets that were from User foo and/or had the word bar in them. Is that right? If so, I don't think that is going to help me since my users are going to try to use other terms as well. A. ___ 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] Can Simple.html search Email OR Content (not AND) ?
This known issue that if email is not in the db then result would be empty even if condition is ORed with another, but believe me correct query will kick breath out of your DB server. Are you saying that this known issue is a bug or is it intentional? I know that with a ton of tickets, this kind of search everything is not practical. But this will be a new RT deployment and I need to ease the support staff (and the boss) into getting used to this new system. Eventually I know they will find the QueryBuilder screen to be very precise and great, but right now everything is new and different and that screen scares them. They think it's too complicated. That's why I'd like to get the WHERE EmailAddress like '%foo%' OR 'Content like '%foo%' OR'd together instead of having the EmailAddress separated from the rest of the query by an AND. Thanks, A. ___ 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-Users Digest, Vol 62, Issue 43
Date: Mon, 18 May 2009 01:36:03 -0700 (PDT) From: tommy0660 Subject: [rt-users] Notify new users about their login information Another thing I would want to implement is, that when a new user has been created, immediately after the creation the user should be informed via email to his email-address about his login information like: There's a post that expands on that autogenerate password wiki article here: http://lists.bestpractical.com/pipermail/rt-users/2009-May/058999.html It talks about making autogenerated password notifications when new tickets are created in the web interface (for instance, by your support staff) as opposed to just by user emails. The wiki article autogeneration only works when users create tickets by email. Allen ___ 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] Autogenerating a password for requestors
My bigger goal is to set up RT so that requestors get an email
notifying them of their ticket id etc aftre creation. If they are new
users, they should get a autocreated password.
There is a page in the wiki on this
http://wiki.bestpractical.com/view/AutogeneratedPassword
This works when I submit a ticket via email.
But I wasn't able to get template from AutogeneratedPassword
to work. I guess, some of the values used in there do not apply to this
later stage.
I noticed that the Autogeneratepassword template scrip offered in the
wiki works fine at creating and emailing a password to a new user who
just created a ticket by email, but it did not seem to do the same
when a privileged user manually created a ticket in the RT web
interface.
The reason it didn;t is because in that case, the Transaction
CreatorObj is the privileged user, not the new user. Therefore, the
scripted tests that determine whether to set a password fail and the
whole set password script is skipped.
I (think) I fixed this by changing the Autoreply Templat script to be like so:
--- begin Autoreply template ---
Greetings,
Your support ticket [{$Ticket-QueueObj-SubjectTag || $rtname}
#{$Ticket-id()}] regarding:
{$Ticket-Subject()}
has been created, and a summary appears below.
Please check the history and progress of all your tickets and
communicate with our staff about your issue by logging in to the
web-based ticket system at:
{
*RT::User::GenerateRandomNextChar = \RT::User::_GenerateRandomNextChar;
# CHANGED NEXT 3 LINES TO TEST REQUESTOR INSTEAD OF CREATOR
# SO THAT WILL EMAIL REQUESTOR A PASSWORD WHEN STAFF CREATES
# THE TICKET IN WEB INTERFACE
#if (($Transaction-CreatorObj-id != $RT::Nobody-id)
# (!$Transaction-CreatorObj-Privileged)
#($Transaction-CreatorObj-__Value('Password') eq '*NO-PASSWORD*')
if (($Ticket-Requestors-UserMembersObj-First-Id() != $RT::Nobody-id)
(!$Ticket-Requestors-UserMembersObj-First-Privileged)
($Ticket-Requestors-UserMembersObj-First-__Value('Password')
eq '*NO-PASSWORD*')
)
{
my $user = RT::User-new($RT::SystemUser);
# $user-Load($Transaction-CreatorObj-Id);
$user-Load($Ticket-Requestors-UserMembersObj-First-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 your local RT administrator for assistance.;
}
use URI::Escape;
$OUT .= . $RT::WebURL.SelfService/?user=.
uri_escape($user-Name).pass=. uri_escape($pass).
Your username and password for the ticket system are:
Username: .$user-Name.
Password: .$pass.
You may change the password after you login if you wish.;
}
else
{
$OUT .= . $RT::WebURL .Ticket/Display.html?id=. $Ticket-id();
}
}
This is an automated message. Please do not reply.
Thank you,
{$Ticket-QueueObj-CorrespondAddress()}
-
{$Transaction-Content()}
--- end Autoreply template ---
I don;t know if that is right or proper, but it seems to work.
Allen
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[rt-users] stop strangers from emailing other people's tickets
Running into a problem where a bad person (unprivileged and unknown by RT) can send an email to the RT system with someone else's ticket ID in the subject. RT will recognize the (guessed) ticket ID, and permanently append the message (which may contain spam or nastiness) to somebody's ticket, even though the sender is not a valid party listed on the ticket. So some troublemaker can send 1 email with a random ticket ID, or 100,000 emails with all possible ticket ids and attack users' tickets. We want to allow people to create tickets by email and we do want RT users to be automatically created if they don't already exist. Is there a way, though, to deny permission for unprivileged users to reply to a ticket unless they are the Requestor or Cc? I have set Group Rights this way: Everyone: CreateTicket, ModifySelf Unprivileged: none Privileged: [many, including ReplyToTicket] Requestor: ReplyToTicket, SeeQueue, ShowTicket but the above permissions do not seem to make any difference in the ability of strangers being able to pollute random tickets with messages. It also seems that if an attacker forged his From address to appear to come from one of our privileged email addresses (like supp...@yourdomain), a permissions-only approach would not really make much of a barrier. Should some combination of permissions be able to work, or does preventing this abuse require a Scrip? Do any of you with RT installations ever run into situations where someone mail bombs or attacks your users' tickets by email in this way? What advice can you give? Allen ___ 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
