Re: [rt-users] How to get different queues to send from different email addresses

On Tue, Feb 03, 2015 at 07:59:18AM +1100, Alex Peters wrote: > If you're just relaying to an external server, can you just feed the SMTP > connection details into RT and bypass msmtp altogether? Just addressing this part, since the other part (Setting From at the Queue level and/or using $Override

Re: [rt-users] strange things with multi-value custom field in CLI

On Mon, Feb 02, 2015 at 06:47:50AM +, Eierschmalz, Bernhard wrote: > > I have one custom field with type “enter multiple values” > > I tried to create a ticket in CLI and directly enter multiple values into my > CF > with this command: > > rt create -t ticket set subject=”te

Re: [rt-users] SSO fallback to RT Login failure

On Mon, Feb 02, 2015 at 07:51:20AM +, Myrat Saparow wrote: > I have been trying to implement SSO on our RT test enviroment, the SSO login > from machines that are authenticated by our dc works fine but I can't get it > to > fall back to RT login when SSO fails. I constantly get the "Unauthoriz

Re: [rt-users] Cancel "Resolve" transaction based on custom fields

On Thu, Jan 29, 2015 at 03:04:55PM -0500, Alex Vandiver wrote: > On Wed, 28 Jan 2015 14:27:22 +0100 Jasper Olbrich > wrote: > > Is it possible to suppress the status change from open to resolved > > with a scrip or to include the scrip-induced status change in the > > result box? > > Unfortunatel

Re: [rt-users] Duplicate ticket detection at OnCreate

On Tue, Jan 20, 2015 at 10:49:48AM +1100, Chris Herrmann wrote: > duplicate tickets on creation? I know there's a Nagios plugin - but these > aren't Nagios tickets so you don't have a system changing state. In this case > the emails all have identical subject tags (like SUBJECT: Warning backup > fa

Re: [rt-users] Grant right to a special CF dependet on a specific queue ?

On Tue, Jan 20, 2015 at 08:35:04PM +, Daniel Schwager wrote: > in short: Is it possible to grant SeeCustomField-rights for one CF dependent > on a queue ? Assuming from your description that Summary is applied to TheirQueue and InternalQueue, you can either grant SeeCustomField at the CustomF

Re: [rt-users] Migrating from MySql to Oracle

On Wed, Jan 21, 2015 at 11:05:06PM +, Hummer, Greg wrote: > I work at a support desk currently using RT 4.0.6 on a MySQL server and we > need > to switch to RT 4.2.0 on a Oracle Server for fulltext search among other > thing. > The database administrators are not very familiar with RT, but th

Re: [rt-users] Postfix can not send email

On Wed, Jan 21, 2015 at 08:34:57AM -0700, leandro.gs wrote: > Hey! I have seen a lot of questions about this, but none of the answers > helped me with this issue. Here's the problem, I have an external dedicated > email server and I'm using fetchmail to get this emails so RT can proccess > it. RT c

Re: [rt-users] Report for original queue count

On Thu, Jan 22, 2015 at 11:25:28AM +0100, Vegard Vesterheim wrote: > my $ticket = RT::Ticket->new($user); > while (my $t = $objs->Next) { > $ticket->Load ($t->ObjectId); > } You may appreciate my $ticket = $t->Object as a shortcut > This is a sledgehammer approach, I know. If you have a many

Re: [rt-users] CurrentUserEmail in search - better way instead copying Tickets_Local.pm

On Tue, Jan 20, 2015 at 03:45:36PM +, Daniel Schwager wrote: > I would like to create a search finding all my requested tickets > without using my hard-coded email-adr. Does Requestor = '__CurrentUser__' not work? > Therefore, I overlayed Tickets.pm with Tickets_Local.pm, removing the "use

Re: [rt-users] is Disable 2 a typo?

On Tue, Jan 20, 2015 at 04:40:07PM +0100, Marc Chantreux wrote: > > so my question is: is there a point to use different values that the > documented ones? what is it? ___Approvals is a very special queue, so it gets a special Disabled value. It's there to stop people breaking it by accident (

Re: [rt-users] MoreAboutRequestorTicketList is ignored

On Tue, Jan 20, 2015 at 12:42:52AM -0700, darthPaal wrote: > Hello, I am running RT 4.2.9 and want to view all tickets in the 'More about > the requestors' section. I have added the following line in my > RT_SiteConfig.pm file: > > Set($MoreAboutRequestorTicketList, "All"); > > but the setting is

Re: [rt-users] setting a password for a user

On Fri, Jan 16, 2015 at 02:56:42PM -0500, Boris Epstein wrote: > I guess the question still remains, what is the rational behind me being > unable > to do so just as a user with admin privileges. RT requires an admin password to change another password so that nobody can trick you into clicking o

Re: [rt-users] RT problem with validation

On Wed, Jan 14, 2015 at 10:05:47AM +, Atif Mehboob wrote: > We are trying to use validation” (?#Digits)^[\d.]+$ “in RT 4.2.1. But this > validation is not accepting 0 as a digit. It only accepts 1-9 as a digit. Is > there any possible way to change the behaviour and make it to accept 0 as a >

Re: [rt-users] Custom condition not working (simple)

On Wed, Dec 17, 2014 at 06:11:03PM +, Matt Smith wrote: > How come this does not work? I’ve seen some examples of the “DependOnBy” use > returning a numeric value, but looking at RT documentation, it appears it > should return an array? Basically, I want it to return 1 if there are no > chil

Re: [rt-users] How do the 'One-time Cc' and 'One-time Bcc' lists get populated

On Wed, Dec 17, 2014 at 08:55:20AM -0600, k...@rice.edu wrote: > I have is that even for new test tickets created by Email that I send > which definitely does not have the address in question as a Cc, the > address is added as a one-time Cc/Bcc option. :( I tried to find a > commandline script to p

[rt-users] [rt-announce] RT for Incident Response 3.2.0 Released

RTIR 3.2.0 is the first release of RTIR compatible with RT 4.2. It is only compatible with RT 4.2.9 and later and will refuse to install on earlier versions of RT 4.2. You should be sure to review both core RT's UPGRADING-4.2 as well as RTIR's UPGRADING-3.2 documentation and any other UPGRADING d

Re: [rt-users] Problem with 4.0.22 --> 4.2.9 upgrade

On Wed, Nov 26, 2014 at 10:47:13AM -0600, Max McGrath wrote: > Upgraded a test RT server from 4.0.22 to 4.2.9 yesterday.  Upgrade went smooth > and I didn't run into any real big issues. > > The requested URL /HASH(0x7f632a4a2b98) was not found on this server. > > With a URL of https://fqdn/HASH(

[rt-users] [rt-announce] RTIR 3.0.4 Release

RTIR 3.0.4 fixes several bugs in 3.0.3 and improves documentation for users upgrading from 2.6 and using SLAs. https://download.bestpractical.com/pub/rt/release/RT-IR-3.0.4.tar.gz https://download.bestpractical.com/pub/rt/release/RT-IR-3.0.4.tar.gz.asc SHA1 sums 3971e872425402d530f1dbc1ef7745358

Re: [rt-users] Difficulties converting mySQL to Oracle

On Thu, Nov 20, 2014 at 03:46:12PM +, Spradling, LeAnn wrote: > We did a mysqldump and imported using Oracle SQL Loader. Our DBAs found a > sequence error and corrected it, a number of MYSQL-type delimiters were > removed, but we are still getting stuff like the below. I have to start by sayin

Re: [rt-users] 'Vertical size too small' error from rt-email-dashboards

On Fri, Nov 21, 2014 at 11:01:09AM +, Matthew Rahtz wrote: > We're getting an error from our daily rt-email-dashboards Cron job: > > [Fri Nov 21 06:00:17 2014] [error]: Vertical size too small at > /opt/rt4/share/html/Search/Chart line 185. I'm surprised you get the error in cron but not

Re: [rt-users] Quicksearch not displaying queues

On Tue, Nov 18, 2014 at 01:29:13PM -0500, Sam Florida wrote: > I'm receiving an error after migrating from 4.0.8 to a new server with a 4.2.9 > install: > [error]: Can't call method "Name" on an undefined value at > /opt/rt4/share/html/ > Elements/QueueSummaryByLifecycle line 131. > > Restoring t

Re: [rt-users] Multiple Custom Fields menu items to split up custom fields

On Mon, Nov 17, 2014 at 11:26:58AM -0500, Chris Hall wrote: > Is there a way to make multiple menu items for custom fields, and then split > my > custom fields into those separate menu items? > > For example: A queue I'm working on will have around 30 custom fields. They > are > topical, so they

Re: [rt-users] login via html-form (username/password) and WebExternalAuth side-by-side

On Tue, Nov 11, 2014 at 12:45:41PM +0100, Luca Mazzaferro wrote: > I want to give my users the possibility to login to rt through an > SSO-mechanism (here: kerberos). > It works fine if I require a Kerberos -ticket in through apache2. > However, I would like to either have the people type their use

Re: [rt-users] New error while importing assets

On Mon, Nov 10, 2014 at 11:46:45AM -0500, Mitch Kyser wrote: > After creating several Catalogs and successfully importing Assets into them > from CSV files, I am now getting an error I can't seem to figure out.  The > error I am seeing looks like this; I'm guessing that maybe you forgot to apply o

Re: [rt-users] rt-crontool error

On Mon, Nov 10, 2014 at 12:39:14AM -0500, supp...@pureview.com wrote: > I'm running this crontool line: > rt-crontool --search RT::Search::FromSQL --search-arg "Queue = 'general' > AND Owner != 'Nobody' AND ( Status = 'open' OR Status = 'new' ) AND > Created < '1 day ago'" --action RT::Action::Sen

Re: [rt-users] How to move an existing database to a new server

On Fri, Nov 07, 2014 at 05:03:49AM -0700, Vas wrote: > A little update. > I have manage to install rt 4.2.9 on a dev server on ubuntu 14.4.1 :) > I have followed as you recommended this: > http://bestpractical.com/docs/rt/latest/backups.html#Restoring-from-backups > and have made the rt-dump.sql.gz

Re: [rt-users] Enable requestors to view ticket without logging in

On Wed, Oct 29, 2014 at 09:51:41AM +0100, Rinke Colen wrote: > Customers create tickets by sending an email. The automated response > contains a link to the ticket. When the requestor follows that link, > they are required to log in. Since they don't have a user account they > can't. > > How can I

Re: [rt-users] Stop Auto-Reply message to specific address

On Wed, Oct 29, 2014 at 05:45:11PM +, Todd French wrote: > The automated systems addresses show up in the user list and I tried removing > the email field from those entries but RT is still attempting to deliver the > autoreply. This is the standard solution and works quite well for us. You l

Re: [rt-users] Requestor Last Response

On Thu, Oct 23, 2014 at 12:28:34PM +0100, Ricky Burgin wrote: > In search, is there a way of determining if the last response of a > ticket was from a requestor, and also when their last response was? Do you mean to search on it or to see it displayed in the search results? If the former, not wit

Re: [rt-users] rt-users] Continued Migrations Questions -

On Thu, Oct 23, 2014 at 01:21:27PM +1100, Chris Herrmann wrote: > Yes you can do this on a per queue basis. My term for this is "per queue > branding" - I'm not sure if there's an official term for it. A disclaimer - Most of the things in the Queue Admin page (such as the subject tag) are referred

Re: [rt-users] Auto Resolve Aged Tickets - Custom Email Template

On Wed, Oct 22, 2014 at 01:21:05PM -0700, wrender wrote: > > - If we manually resolve a ticket, this should send out one email template > - If there is an aged ticket, we want it to auto resolve, and then send out > a different custom template (I can get the tickets to auto resolve no > problem

Re: [rt-users] Not receiving alerts when requester responds to h...@support.domain.com

On Wed, Oct 22, 2014 at 10:24:07AM -0700, advansuper wrote: > This system has been in place and setup by another user previously, however, > when a requester responds to just h...@support.domain.com the ticket owner > or the tech responding to the ticket does not get any email alerts of > replies d

Re: [rt-users] Change AutoResponse Global Template based on time of the day

On Mon, Oct 20, 2014 at 10:29:10AM -0400, rjandric via rt-users wrote: > The screenshots seemed to be wrong in my last post, but here they are: > > >

Re: [rt-users] Emails to Queue Alias, still merge to other queue

On Mon, Oct 20, 2014 at 11:01:20AM -0400, Root Kev wrote: > The issue is when some who is an adminCC on a support queue then forwards the > ticket email (without removing the ticket number) to a engineering queue > email, I understand your use case, I was explaining why RT itself has the behavior

Re: [rt-users] How to move an existing database to a new server

On Mon, Nov 03, 2014 at 03:22:13AM -0700, Vas wrote: > thank you for your input. > I tried what you suggested and it gave me the following error: > > I would be grateful for some advice on what the problem may be. I assume you'v

[rt-users] [rt-announce] RT 4.2.9 Released

RT 4.2.9 is now available RT 4.2.9 is a bugfix release and includes a fix needed to release RTIR 3.2.0. https://download.bestpractical.com/pub/rt/release/rt-4.2.9.tar.gz https://download.bestpractical.com/pub/rt/release/rt-4.2.9.tar.gz.asc SHA1 sums f3433d388d59283b4ea28d588af69fd16f870aae rt-

[rt-users] [rt-announce] RTIR 3.0.3 Released

RTIR 3.0.3 contains a number of bug fixes since 3.0.2 We noticed that the upgrade script from 2.6->3.0 removed all of the RTIR specific SLA Scrips but failed to account for the SLA Custom Field. This would cause confusion if you installed RT::Extension::SLA and tried to use it with two SLA fields.

Re: [rt-users] Handful of users showing up in owner dropdown but have no access

On Wed, Oct 15, 2014 at 11:56:38AM -0400, Mike Johnson wrote: > I did that query and it returned 26 rows. > All of the returned rows say the PrinicpalType is Group, which I would assume > means the 'OwnTicket' right is not granted to a specific user anywhere in RT. Nope, every user in RT has a gro

Re: [rt-users] Emails to Queue Alias, still merge to other queue

On Wed, Oct 15, 2014 at 10:23:48AM +0200, Emmanuel Lacour wrote: > > Is there any way to force RT to respect the incoming email/queue from > > rt-mailgate over merging by the ticket numbers (when this type of thing > > occurs)? As I believe has been said, but I'll repeat it. Using the ticket id in

Re: [rt-users] Send email reminder fails with undefined value

On Thu, Oct 16, 2014 at 05:13:38AM -0700, fleon wrote: > Can't i use RT::Action:SendEmail instead of RT::Action::Notify to avoid > getting the transaction on the ticket in the first place? That way i could > delete the callback...But i would need SendEmail to be able to read the > ticket informatio

Re: [rt-users] Send email reminder fails with undefined value

On Tue, Oct 14, 2014 at 11:22:57AM -0700, fleon wrote: > The NotifyActor documentation says that RT doesn't notify the person that > does an update, however IMHO cron should be exempted by default since you > don't usually run cron jobs in response of events (aren't scrips for that?). > No biggie s

Re: [rt-users] Send email reminder fails with undefined value

On Tue, Oct 14, 2014 at 11:30:31AM -0700, fleon wrote: > Kevin Falcone-2 wrote > > This reminder is for ticket #{$Target = > > $Ticket->RefersTo->First->TargetObj;$Target->Id}. > > BTW i still get Template parsing error: Can't call method "TargetObj&

Re: [rt-users] Auto Resolve Aged Tickets - Custom Email Template

On Fri, Oct 10, 2014 at 08:39:18AM -0700, wrender wrote: > Does anyone know how to auto resolve tickets after so many days, and email > out a custom template? https://bestpractical.com/docs/rt/latest/automating_rt.html#Auto-resolve-Aged-Tickets And the reminders doc has examples of sending email

Re: [rt-users] Handful of users showing up in owner dropdown but have no access

On Fri, Oct 10, 2014 at 01:47:59PM -0400, Mike Johnson wrote: > I look at the list of owners for a queue, and there are 5 users that show up > in > that list(that shouldn't be there), but when I go to their account, they > aren't > part of any groups, and they don't have any rights assigned to th

Re: [rt-users] RT::Extenstion::Timeline

On Sat, Oct 11, 2014 at 01:02:13AM +0300, Woody - Wild Things wrote: > Does anyone have any info regarding MIT/smile's timeline extension > (http://search.cpan.org/~htchapman/RTx-Timeline-0.03/lib/RT/Extension/Timeline.pm) > > It was a great feature for 3.x but seems to be not current with 4.x W

Re: [rt-users] Send email reminder fails with undefined value

On Tue, Oct 14, 2014 at 07:16:47AM -0700, fleon wrote: > Revisar el ticket #{$Target->Id} y resolver de ser posible. > > {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Target->Id} > > I understand the error, it doesn't like $Target->Id, i guess it isn't > available at that moment, but that t

Re: [rt-users] CC answering ticket issue

On Tue, Oct 14, 2014 at 12:56:28PM +, Cedric Pages wrote: > After investigating, I figure it out that, when I create a ticket by sending > an > email to supp...@ourcompany.com and set other email addresses under Cc, the > ticket is well created and I’m the requestor but the Cc persons of my em

Re: [rt-users] Adjust life cycle while it's in use

On Fri, Oct 10, 2014 at 10:50:40AM +0200, Rinke Colen wrote: > This lifecycle is in use however. There are no tickets in the state > that I want to remove. Is it possible (and safe) to just change the > lifecycle and restart the webserver? Since no tickets are in the state you want to remove, you'

Re: [rt-users] Best way to configure "non-technical Manager" in RT 4 who needs to check RT (but not create) saved searches?

On Wed, Oct 08, 2014 at 01:37:48PM -0700, Duncan Napier wrote: > > - SelfService access by default > - But can run search URLs "http://my.company.com/Search/Results.html?Format= > ..." > > In other words, forcing privileged users to have a SelfService home page, > while still granting the privi

Re: [rt-users] connect Multiple Servers LDAP

On Tue, Oct 07, 2014 at 04:09:29PM -0500, Julio Cesar Arevalo Blanco wrote: > Thanks Kevin, check the items you suggested and now it works perfect. > I would like to know how I can configure 2 LDAP servers for authentication? or > you may chain 'base' configuration file RT_SiteConfig. Include two d

Re: [rt-users] Address field behavior with RT 4.0.1 upgrade

On Thu, Oct 09, 2014 at 02:48:12PM +, Brumm, Torsten / Kuehne + Nagel / Ham GI-ID wrote: > has this already bin fixed or implemented already? I just read the RT > Announcements up to 4.0.22 and couldn't find any hint. No. In 4.2, privileged triggers using a data attribute of the input, whic

Re: [rt-users] Potential bug in 3.8.8?

On Wed, Oct 08, 2014 at 09:45:24AM +, Anthony Swift wrote: > I’m working with a new customer who uses RT 3.8.8 and I am trying to integrate > with dynamics CRM as part of a sales process. I have a solution now where I > can > create a ticket using the REST API. This returns me an ID which I w

Re: [rt-users] newbie queue managemnet question: bulk actions

On Tue, Oct 07, 2014 at 04:20:26PM +, Karres, Dean wrote: > I’m not sure what the best practice is here. What I want to do is a bulk move > of all “new” tickets in our general queue who’s subject matches a pattern to > another queue. Is that something best handled as a special perl script? B

Re: [rt-users] Help - RT4.2.7 Authen::ExternalAuth via, OpenLDAP

On Tue, Oct 07, 2014 at 11:46:57AM -0400, William Clarke wrote: > Ouch, I apologize I missed that. I was initially using .23 release but then > later installed the latest dev .23_01 in hopes all my problems would vanish. > Well just reinstalled .23 just now and the logs I'm seeing might be a little

Re: [rt-users] Error connect LDAP on Zimbra 7.2

On Mon, Oct 06, 2014 at 01:44:07PM -0500, Julio Cesar Arevalo Blanco wrote: > Plugin('RT::Authen::ExternalAuth'); > Set( @Plugins, qw(RT::Authen::ExternalAuth)); This is wrong. All it does is overwrite the first line with the second line. Delete the second line. > 'attr_match_li

Re: [rt-users] Help - RT4.2.7 Authen::ExternalAuth via, OpenLDAP

On Mon, Oct 06, 2014 at 02:34:40PM -0400, William Clarke wrote: > RT 4.2.7 and RT-Authen-ExternalAuth-0.23 0.23 or 0.23_01 the dev release? Your log points to line 491 > [29370] [Mon Oct  6 18:20:02 2014] [error]: Couldn't create user wclarke: > Could > not set user info > (/opt/rt4/local/plug

Re: [rt-users] Problem with HTML tags appearing in correspondence

On Tue, Oct 07, 2014 at 03:49:31PM +0530, Ajay Kumar wrote: > It removes that HTML tags while sending mails.  Like I send mail via web > following test > "You may happy to know that RT is now working. > Cheers, > Ajai" > > following will be sent to user > "You may happy to know that RT is now work

Re: [rt-users] CommandByMail plugin installation

On Tue, Oct 07, 2014 at 11:45:38AM +0200, Olivier Lumineau wrote: > >Also, did you already add RT::Extension::CommandByMail to Plugins in > >your RT_SiteConfig.pm, before running make install? > > Yes but not correctly :-[ > I've added it like other plugins : > Plugin('RT::Extension::CommandByMail

Re: [rt-users] Template compilation error

On Tue, Oct 07, 2014 at 10:09:32AM -0400, doug downham wrote: > looking at the documentation for the two, it looks like the 3.8 template > should > still be valid in 4.2.6. If I copy and paste that template into a new template in 4.2.8, after resolving the missing module error (presented to me in

Re: [rt-users] CommandByMail plugin installation

On Mon, Oct 06, 2014 at 10:03:59AM +0200, Olivier Lumineau wrote: > I'm trying to install CommandByMail Plugin and it's not working. What version of RT? > # make install > Installing /opt/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Extension/ > CommandByMail.pm > Installing /opt/rt4/local

Re: [rt-users] Problem with HTML tags appearing in correspondence

On Sat, Oct 04, 2014 at 11:26:27AM +0530, Ajay Kumar wrote: > rt4.2.1 with db.Then we are observing that HTML > comments/correspondence are not working. You're going to have to explain what "not working" means. Additionally, why are you upgrading to 4.2.2, the current release is 4.2.8. -kevin

Re: [rt-users] Help - RT4.2.7 Authen::ExternalAuth via OpenLDAP

On Fri, Oct 03, 2014 at 01:50:54PM -0400, William Clarke wrote: > A little more info after checking rt4 logs: > Oct  3 10:20:16 rtracker6 RT: [16022] > RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: , > EmailAddress: , Gecos: wclarke, Name: wclarke, Privileged: > Oct  3 10:20:16

Re: [rt-users] Scrip to modify a ticket's text content?

On Mon, Sep 29, 2014 at 05:27:17AM -0700, fleon wrote: > We are using Exchange 2007 and tickets get created just fine by using > Exchange's smarthost feature. > The issue is that we have set some of that disclaimers that get added to > every email, and sadly 2007 doesn't seem to have an option to r

Re: [rt-users] problem with ExtractCustomFieldValues Extension

On Mon, Sep 29, 2014 at 10:00:30AM +, Eierschmalz, Bernhard wrote: > 4. Create a Ticket with content “Kategorie Service->test” in body > through > WebInterface > > 5. It did not work. > > In the error logs I cannot find any hint. Are your error logs on debug? If not, rerun on d

Re: [rt-users] NoAuth CSS redirected to the current defaultpage?

On Wed, Oct 01, 2014 at 02:59:59PM +0200, Marc Chantreux wrote: > hello, > > i'm trying to run rt-server.fcgi via nginx with the following > configuration. I can load the first page without any CSS. Have you tried the nginx config documented in RT first, before moving on to the custom one? http

Re: [rt-users] Combobox not rendered and working correctly

On Wed, Oct 01, 2014 at 03:14:49AM -0700, andriusk wrote: > Hello, was this fixed? I only need a commit for this fix. I see no branch tied to that ticket, which will happen whenever someone pushes a branch to fix it. -kevin pgpq6IN48jd8D.pgp Description: PGP signature -- RT Training November 4

Re: [rt-users] '.' as delimiter/boundary breaks domain name searches

On Wed, Oct 01, 2014 at 03:50:43PM -0400, Jeff Blaine wrote: > [ Similar, but unrelated to my other message from 10 minutes ago. ] > > It appears any '.' is interpreted as a word boundary with > Pg full-text indexing turned on. > > Is that known to be true, or am I wrong? > > This breaks searche

Re: [rt-users] Can't locate object method "MailDashboards", post upgrade to 4.2.7

On Wed, Oct 01, 2014 at 11:43:08AM -0500, Adam Thompson wrote: > I just upgraded a 4.2.3 installation to 4.2.7, and rt-email-dashboards > suddenly > broke, and now the cron job emails messages like this to me every hour: > > > [1591] [Tue Sep 30 21:00:03 2014] [critical]: Can't locate object

Re: [rt-users] Pg, full-text indexing, getting search misses

On Wed, Oct 01, 2014 at 03:37:25PM -0400, Jeff Blaine wrote: > RT 4.2.5 > PostgreSQL 8.4 from RHEL 6.x > In production, working fine in general > > 1. Ticket 100 contained (as text/plain) the string 'f...@bar.com' > 2. Ticket 100 was merged into ticket 999 > 3. rt-fulltext-indexer *has run* (it ru

Re: [rt-users] GPG Encryption on Queues

On Thu, Oct 02, 2014 at 02:24:39PM +0100, Ricky Burgin wrote: > Has anybody gotten this to work? Any more documentation anywhere, > official or unofficial? The stuff I've read does not seem to cover > deployment very comprehensively. Got as far as adding a key to the RT > keychain, but mails with P

Re: [rt-users] Can't add multiple attachments on reply

On Thu, Oct 02, 2014 at 05:55:31PM +1000, Alex Peters wrote: > Thanks for confirming.  Interestingly, another user had the same problem with > RT v4.2.6: > > [1]http://requesttracker.8502.n7.nabble.com/ > RT-4-2-6-Cannot-attach-multiple-attachments-when-opening-tickets-td58369.html > > Unfortunat

Re: [rt-users] Permissions to let a user administer a queue

On Fri, Sep 26, 2014 at 06:12:13AM -0700, fleon wrote: > Turns out i had to enable "SeeQueue" as a global right. > I am thinking "unprivileged, privileged, everyone" are internal "groups" > therefore i needed the permission. SeeQueue or SeeGroup? If you really fixed this with SeeQueue, then your c

Re: [rt-users] add cc on ticket create based on custom field - and a quick selfservice question

On Fri, Sep 26, 2014 at 03:16:10PM +0100, David Lane (IT Support) wrote: > 1) Users are members of a security group, I was thinking i could create a CF > and add the cc user in there and have a scrip to add them as a cc - any ideas > or recipes appreciated... We don't run a queue for each customer

Re: [rt-users] Bug in rt-dump-metadata

On Mon, Sep 22, 2014 at 01:46:22PM +0200, Joop wrote: > I'm looking at migrating some data from one instance of RT to another > and I'm using rt-dump-metadata (4.2.7) to see what I can use. You may actually want to be using the migration tools built into 4.2 > Invoking it with the '-a' option lea

Re: [rt-users] 1-"Asset tracker" vs "Assets" ; 2-Relationship graphs

On Fri, Sep 19, 2014 at 07:08:37PM -0400, Gaston Huot wrote: > For the second point, yes that was the question was about a more versatile way > than selecting all the checkboxes... > In fact I was trying to remove the word "Subject" from the boxes without > removing the subject itself. That's rath

Re: [rt-users] 1-"Asset tracker" vs "Assets" ; 2-Relationship graphs

On Fri, Sep 19, 2014 at 10:16:46AM -0400, Gaston Huot wrote: > 1- Could someone explain to me the difference between "Asset tracker" > extension > and "Assets" extension ?  We wrote and maintain Assets http://bestpractical.com/assets/ The authors of Asset Tracker don't appear to be responsive, n

Re: [rt-users] Reminders not visible in My Reminders

On Fri, Sep 19, 2014 at 06:33:15AM +1200, kjcsb wrote: > Since upgrading to RT 4.2.6 users can no longer see their reminders in the > My Reminders section of the At a Glance page. The reminder is visible on the > original ticket and has an owner and a due date. Any suggestions on how to > debug thi

Re: [rt-users] Assigning HeldBy users during Asset Import

On Thu, Sep 18, 2014 at 01:04:39PM -0400, Mitch Kyser wrote: > Ok, after double checking my csv file and running a few more tests; > > If there is no user in the HeldBy field then the import will add the user in > the csv file. > > If the user in the csv file is different from the user already in

Re: [rt-users] Catch all ticket changes in one scrip

On Sat, Sep 20, 2014 at 12:44:46AM +1000, Alex Peters wrote: > When you change a ticket's subject and status in a single update, two > transactions are created.  A TransactionBatch scrip should run only once for > both transactions.  The SLA extension seems to be interfering with this > expected be

Re: [rt-users] Missing translation of "Take" after upgrade to 4.2.7

On Fri, Sep 19, 2014 at 03:24:19PM +0200, markus.wildb...@eu.magna.com wrote: > I've encountered a problem after the upgrade to 4.2.7: > In the system saved search "10 newest unowned tickets " the string "Take" is > not translated anymore. Is there something i can do? > All worked fine before the u

Re: [rt-users] Assigning HeldBy users during Asset Import

On Thu, Sep 18, 2014 at 10:09:52AM -0400, Mitch Kyser wrote: > role from my csv file.  There were a few exceptions and any asset that already > had a HeldBy entry did not get updated.  Thanks, that will get me by for now. It should only be skipping this if the same user is specified as HeldBy. Yo

Re: [rt-users] Duplicate "Subject:" line in some tickets

Please don't CC both rt-users and rt-devel, pick one. On Wed, Sep 17, 2014 at 02:07:09PM -0700, Brian McNally wrote: > I recently upgraded RT from 3.6.6 -> 3.8 -> 4.2.7 and I've noticed that some > (it seems to be new) tickets have two "Subject:" lines in them. For example, > when looking at the f

Re: [rt-users] Assigning HeldBy users during Asset Import

On Wed, Sep 17, 2014 at 02:27:57PM -0400, Mitch Kyser wrote: > Thanks for the response.  I took a look at /opt/rt4/local/plugins/ > RT-Extension-Assets-Import-CSV/lib/RT/Extension/Assets/Import/[1]CSV.PM and > removed the check you suggested by commenting out lines 64 thru 67; > > #if ( not RT::As

Re: [rt-users] Assigning HeldBy users during Asset Import

On Fri, Sep 12, 2014 at 10:15:19AM -0700, mkyser wrote: > 'Role name HeldBy must be single-value for column Username, skipping' For no particular reason, the code requires that you assign to a single-value Role and disallows roles that could contain multiple people. In the case of Assets, this me

Re: [rt-users] difference between user Comments and FreeformContactInfo

On Mon, Sep 08, 2014 at 11:51:52AM +0200, Christian Loos wrote: > what is the difference between the user Comments field and the > FreeformContactInfo field, from a user or admin view. > > The difference I noticed is that FreeformContactInfo have a column_map > entry and Comments doesn't (in branc

Re: [rt-users] rt::extension::import::csv docs

On Tue, Sep 16, 2014 at 11:43:35AM +0100, David Lane (IT Support) wrote: > The distribution notes say i should run  > > "SYNOPSIS > > rt-assets-import /path/to/assets.csv > " > HOW? > > It would be really helpful to create a work-through for this...  I don't understand your question. It's a co

Re: [rt-users] Rich editor not present after upgrade from 4.2.0 - 4.2.7

On Mon, Sep 15, 2014 at 11:30:12PM +0200, Danny Krøger wrote: > Today I upgraded our RT installation from 4.2.0 to 4.2.7. Most things are > working as expected, however for some reason the rich text editor is not > available anymore. > New tickets and reply's default to text only. Please be more s

Re: [rt-users] ticket graph properties and unlimited depth

On Fri, Sep 12, 2014 at 09:14:07AM +0200, Christian Loos wrote: > I would propose to display only one property level if you set "maximum > depth" to unlimit and apply this properties to all tickets. Do you mean display one property selector box and then apply it everywhere? That seems reasonable.

Re: [rt-users] rt-shredder choking on gigantic ticket.

On Thu, Sep 11, 2014 at 09:00:29AM +, Luke Benfey wrote: > > So, I guess my question is whether anyone has any better suggestion for how to > get rid of this ticket? Shred all the transactions, one at a time (in a programmed loop) and then come back for the ticket itself. -kevin pgpbOSTI

Re: [rt-users] Suddenly format of forwarded mails from RT is changing

On Thu, Sep 11, 2014 at 10:05:45AM +0530, Ajay Kumar wrote: > We have not done any change as per my team. > >   > Is it bug? While responding ,it removes the html tags. Will upgrading to rt > 4.2.6 resolve the problem. If it's suddenly removing html tags and wasn't before, that sounds like a chan

Re: [rt-users] Number of displayed rows of a saved search in dashboard

On Wed, Sep 10, 2014 at 03:18:32PM +0200, markus.wildb...@eu.magna.com wrote: > > In my opinion, it would be best to have a seperated control for the number of > rows displayed in the WebUI, completly separated from the subscriptions. Sounds like something for the feature-requests queue on issues

Re: [rt-users] Reply-To - Friendly Display Name Missing

On Wed, Sep 10, 2014 at 10:51:37AM -0700, wrender wrote: > > This seems to cause Microsoft Outlook 2013 to not populate the user in the > Autocomplete email addresses it stores. Ideally this would populate so the > people using Outlook could type the RT Staff name, and it would come up in > their

Re: [rt-users] How to add a group

On Wed, Sep 10, 2014 at 04:13:14PM +0200, Albert Shih wrote: > Hi everyone. > > I want to add a group (defined inside RT) in a script ? > > I find something on the web who use de AddWatcher like something : > > my ($success, $msg)= $ticket->AddWatcher( > Type => "AdminCc",

Re: [rt-users] Removing ticket links

On Wed, Sep 10, 2014 at 03:20:29AM -0700, andriusk wrote: > How can I remove the links ticket is parent of? I do not need to remove the > linked tickets but the link itself/ > Is that possible? Click on the Links box, click on the checkboxes to delete links. -kevin pgpPftt18AzoC.pgp Description

Re: [rt-users] Greek Language Problem

On Tue, Sep 09, 2014 at 07:46:15AM +0300, Giannis Monogioudis wrote: > Anyone can help please? > > When I'm creating a new ticket with Greek Characters in Subject and Message, i > am getting the following error. You've neglected to tell us your RT and RTIR versions (since this error clearly comes

Re: [rt-users] Custom Scrip on queue change

On Mon, Sep 08, 2014 at 01:09:39PM +0100, Guy Baxter wrote: > I'm looking to write a custom scrip that triggers a template when a ticket > changes from a specific queue to another specific queue. > > How do I go about this please? Create a Queue level Scrip using http://bestpractical.com/docs/rt/

Re: [rt-users] Include Template in another template

On Fri, Sep 05, 2014 at 01:57:15PM +0200, Tobias H. wrote: > I would like to know if there is any possibility to include a template > into another one. > > To clearify what I would like to do: I want to put the name of the > company and some other legal information on the bottom of any email > tha

Re: [rt-users] Custom field description.

On Fri, Sep 05, 2014 at 03:37:09PM +0200, Albert Shih wrote: > I would like to known what's the purpose of « Description » for a Custom > Field ? At this time, it is only used to aid Admins in knowing the purpose of the custom field. Patches to add callbacks to ShowCustomFields and EditCustomFi

Re: [rt-users] Saved system search, created tickets

On Fri, Sep 05, 2014 at 11:52:05AM +0300, Tomi Viikari wrote: > Is there way to create saved system search to search tickets user created? > > This way " creator - is - [me]" Click on the edit tab for My Tickets on the home page and click through to edit the search. You'll see the special __Curr

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