The correct syntax is
CustomField{CFname}:<value>
If the mail is creating a new ticket, the Queue should be set at the top of
the email, so the Custom Field that is specific to the queue can be updated.
Thanks to Kenneth Marshall for figuring this out!
Niki Serakiotou
Client Services Manager
Rice University Division of Information Technology
cell: 713-992-1327
office: 713-348-4887
Address: Mudd 106C, Rice University, 1600 Main Street, Houston, TX 77005
> -----Original Message-----
> From: [email protected] [mailto:rt-users-
> [email protected]] On Behalf Of rt-users-
> [email protected]
> Sent: Monday, January 04, 2010 7:49 AM
> To: [email protected]
> Subject: RT-Users Digest, Vol 70, Issue 2
>
> Send RT-Users mailing list submissions to
> [email protected]
>
> To subscribe or unsubscribe via the World Wide Web, visit
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> or, via email, send a message with subject or body 'help' to
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> You can reach the person managing the list at
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> When replying, please edit your Subject line so it is more specific
> than "Re: Contents of RT-Users digest..."
>
>
> Today's Topics:
>
> 1. Re: Screening user list from certain accounts on ticket
> forms
> (Kenneth Marshall)
> 2. Re: ExternalAuth+LDAP questions/oddities (Tobias G. Pfeiffer)
> 3. Re: time ticket creation incorrect (Jesse Vincent)
> 4. Re: Screening user list from certain accounts on ticket forms
> (Jerrad Pierce)
> 5. Re: time ticket creation incorrect (Jac Gubbels)
> 6. Re: Screening user list from certain accounts on ticket forms
> (Matthew Seaman)
> 7. Re: *****SPAM***** Re: Is there an easy way to disable attach
> files? (Carlos Garcia Montoro)
> 8. RTIR via RPM only? (Mr Gabriel)
> 9. Custom commands in CommandByMail (Francisco G?mez Mar?n)
>
>
> ----------------------------------------------------------------------
>
> Message: 1
> Date: Sun, 3 Jan 2010 14:07:58 -0600
> From: Kenneth Marshall <[email protected]>
> Subject: Re: [rt-users] Screening user list from certain accounts on
> ticket forms
> To: [email protected]
> Cc: [email protected]
> Message-ID: <[email protected]>
> Content-Type: text/plain; charset=us-ascii
>
> On Sat, Jan 02, 2010 at 08:35:11PM -0500, [email protected]
> wrote:
> > Hello, I am looking to build concurrent queue systems insulated from
> each
> > other on the same RT server. The problem I am running into right now
> is that
> > when someone in one queue system goes to assign ownership of a
> ticket, they
> > see all the users in the drop down. What am I overlooking? To test
> this, I
> > made a set of "Demo" queues, and two groups: "Demo managers" and
> "Demo
> > workers." There is a member in each group, and the groups (and only
> these
> > two groups) are members of the demo queues.
> >
> > But, the demomgr account can assign ticket ownership to server admins
> and
> > managers through the drop-down list. The demomgr account cannot see
> any
> > other queues or make tickets for any queues but the demo queues.
> >
>
> Hi Steven,
>
> I just dealt with this same issue. Kevin Falcone gave me the following
> correct response:
>
> > This means you've given Privileged users OwnTicket somewhere
> (possible
> > on a disabled queue)
> >
> > -kevin
>
> In my case, it was not the Privileged users group but another widely
> used group which caused a much larger list of possible owners for a
> ticket.
> Check all groups for the OwnTicket privelege for the problem. Once you
> remove that from the wrong groups, you will have the isolation you
> need.
>
> Regards,
> Ken
>
>
> ------------------------------
>
> Message: 2
> Date: Sun, 3 Jan 2010 21:25:37 +0100
> From: "Tobias G. Pfeiffer" <[email protected]>
> Subject: Re: [rt-users] ExternalAuth+LDAP questions/oddities
> To: [email protected]
> Message-ID: <[email protected]>
> Content-Type: text/plain; charset="us-ascii"
>
> Hi!
>
> Am Donnerstag, 31. Dezember 2009, 11:48 schrieb Tobias G. Pfeiffer:
> > Do I need to set *any other* options for "use plugins" or "try other
> > authentication methods" or so?
>
> I solved the problem: The CPAN installation of the ExternalAuth plugin
> set the directory permissions wrong, i.e. apache couldn't access the
> plugin's "html" subfolder. LDAP auth is working fine now :-)
>
> Bye
> Tobias
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> ------------------------------
>
> Message: 3
> Date: Sun, 3 Jan 2010 16:44:51 -0500
> From: Jesse Vincent <[email protected]>
> Subject: Re: [rt-users] time ticket creation incorrect
> To: Jac Gubbels <[email protected]>
> Cc: [email protected]
> Message-ID: <[email protected]>
> Content-Type: text/plain; charset=us-ascii
>
>
>
>
> On Thu, Dec 31, 2009 at 05:07:44PM +0200, Jac Gubbels wrote:
> > Hi,
> >
> > Today I noticed the ticket creation time is between 25 and 28 minutes
> > earlier than the time the ticket actually got created. After
> submitting a
> > ticket through email the 'last updated' time is correct but the
> creation
> > time is wrong. Now, given the fact that we are close to half an hour
> off, I
> > concluded it is not a time zone issue. It is also not the server
> time, as I
> > checked that that is correct. So my question: Would anybody have an
> idea on
> > what causes the creation time to end up wrong in the database!?
> >
>
> That's _very_ wrong. Maybe your database got started at a time when
> your clock was badly off? I've got _no_ idea, though.
>
> > Looking forward to your replies!
> >
> > Jac Gubbels
> > Istanbul, Turkey.
> > Jac
>
> > _______________________________________________
> > 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
>
> --
>
>
> ------------------------------
>
> Message: 4
> Date: Sun, 3 Jan 2010 20:44:14 -0500
> From: Jerrad Pierce <[email protected]>
> Subject: Re: [rt-users] Screening user list from certain accounts on
> ticket forms
> To: [email protected]
> Message-ID:
> <[email protected]>
> Content-Type: text/plain; charset=ISO-8859-1
>
> The RightsMatrix extension can be very handy here, and in general.
>
> --
> Cambridge Energy Alliance: Save money. Save the planet.
>
>
> ------------------------------
>
> Message: 5
> Date: Mon, 4 Jan 2010 08:38:33 +0200
> From: Jac Gubbels <[email protected]>
> Subject: Re: [rt-users] time ticket creation incorrect
> To: Jesse Vincent <[email protected]>
> Cc: [email protected]
> Message-ID:
> <[email protected]>
> Content-Type: text/plain; charset="utf-8"
>
> hmmm, but both the server time and 'Select NOW()' give the correct time
> ...
> Where else should I be looking? (a mysql forum probably :) )
> -- Jac
>
>
> On Sun, Jan 3, 2010 at 11:44 PM, Jesse Vincent
> <[email protected]>wrote:
>
> >
> >
> >
> > On Thu, Dec 31, 2009 at 05:07:44PM +0200, Jac Gubbels wrote:
> > > Hi,
> > >
> > > Today I noticed the ticket creation time is between 25 and 28
> minutes
> > > earlier than the time the ticket actually got created. After
> submitting a
> > > ticket through email the 'last updated' time is correct but the
> creation
> > > time is wrong. Now, given the fact that we are close to half an
> hour off,
> > I
> > > concluded it is not a time zone issue. It is also not the server
> time, as
> > I
> > > checked that that is correct. So my question: Would anybody have an
> idea
> > on
> > > what causes the creation time to end up wrong in the database!?
> > >
> >
> > That's _very_ wrong. Maybe your database got started at a time when
> > your clock was badly off? I've got _no_ idea, though.
> >
> > > Looking forward to your replies!
> > >
> > > Jac Gubbels
> > > Istanbul, Turkey.
> > > Jac
> >
> > > _______________________________________________
> > > 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
> >
> > --
> >
> -------------- next part --------------
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> ------------------------------
>
> Message: 6
> Date: Mon, 04 Jan 2010 07:30:10 +0000
> From: Matthew Seaman <[email protected]>
> Subject: Re: [rt-users] Screening user list from certain accounts on
> ticket forms
> To: Jerrad Pierce <[email protected]>
> Cc: [email protected]
> Message-ID: <[email protected]>
> Content-Type: text/plain; charset="iso-8859-1"
>
> Jerrad Pierce wrote:
> > The RightsMatrix extension can be very handy here, and in general.
>
> Does that work with 3.8.x? I was under the impression it's 3.6.x
> compatible only.
>
> Cheers,
>
> Matthew
>
> --
> Dr Matthew J Seaman MA, D.Phil. 7 Priory Courtyard
> Flat 3
> PGP: http://www.infracaninophile.co.uk/pgpkey Ramsgate
> Kent, CT11 9PW
>
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> users/attachments/20100104/f258459d/attachment-0001.pgp
>
> ------------------------------
>
> Message: 7
> Date: Mon, 04 Jan 2010 09:13:38 +0100
> From: Carlos Garcia Montoro <[email protected]>
> Subject: Re: [rt-users] *****SPAM***** Re: Is there an easy way to
> disable attach files?
> To: [email protected]
> Message-ID: <[email protected]>
> Content-Type: text/plain; charset="iso-8859-1"
>
> Hi Kevin, list,
>
> Sorry for the late answer. I was on holidays...
>
> Your solution works. It prevents to upload files to RT but only if
> DropLongAttachments is defined. The only complain that I have about it
> is that it discard the file silently. The user sees that the upload of
> file has been recorded thus s/he thinks that the file is there. Only if
> s/he clicks the link of the file s/he can read "Large attachment
> dropped". It is not a big issue, but I would rather warm before and I
> probably wouldn't record this failed upload.
>
> Thanking you for your help,
> Carlos
>
> Kevin Falcone wrote:
> > On Wed, Dec 23, 2009 at 11:29:37AM +0100, Carlos Garcia Montoro
> wrote:
> >> Hi,
> >>
> >> I'm being responsible to deploy RT on our institution. My boss
> >> doesn't want to allow the upload of attached files to tickets, so
> >> I'm disabling it. I thought that it would be possible though
> >> etc/RT_SiteConfig.pm. I have set MaxAttachmentSize to 0, but even
> >> with a 0 value the system let me upload files which I can later
> >> retrieve (hence they are on the database).
> >
> > What happens if you set this to 1 instead of 0 and also set
> > DropLongAttachments?
> >
> > -kevin
> >
> >> I now that I can copy every share/html file where there is an
> >> "upload field" to local/html and edit them to remove the code that
> >> shows this field, but that means at least editing 3 pages
> >> (Ticket/Create.html, Ticket/Update.html and Ticket/ModifyAll.html).
> >> Before I continue, I ask myself, and want to ask you, if there is an
> >> easier/better way to disable the upload of files.
> >>
> >> --------------------------------------------------------------------
> ----
> >>
> >> _______________________________________________
> >> 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
> >>
> >> --------------------------------------------------------------------
> ----
> >>
> >> Spam detection software, running on the system "hal.ific.uv.es", has
> >> identified this incoming email as possible spam. The original
> message
> >> has been attached to this so you can view it (if it isn't spam) or
> label
> >> similar future email. If you have any questions, see
> >> the administrator of that system for details.
> >>
> >> Content preview: On Wed, Dec 23, 2009 at 11:29:37AM +0100, Carlos
> Garcia
> >> Montoro wrote: > Hi, > > I'm being responsible to deploy RT on our
> >> institution. My boss > doesn't want to allow the upload of
> attached
> >> files to tickets, so > I'm disabling it. I thought that it would
> be
> >> possible though > etc/RT_SiteConfig.pm. I have set
> MaxAttachmentSize to
> >> 0, but even > with a 0 value the system let me upload files which
> I can
> >> later > retrieve (hence they are on the database). [...]
> >>
> >> Content analysis details: (5.5 points, 5.0 required)
> >>
> >> pts rule name description
> >> ---- ---------------------- ----------------------------------------
> ----------
> >> 2.5 FORGED_RCVD_HELO Received: contains a forged HELO
> >> 3.0 KXLINKRR_BODY BODY: Body contains suspicious link
> >>
> >>
>
> --
> _______
> _______________________________________________________________
> | __ __ | Carlos Garc?a Montoro Ingeniero
> Inform?tico
> |_\_Y_/_| Instituto de F?sica Corpuscular Centro Mixto CSIC -
> UV
> |\_] [_/| Servicios Inform?ticos
> | [_] | Edificio Institutos de Investigaci?n
> [email protected]
> |C S I C| Apartado de Correos 22085 E-46071 Valencia Tel: +34
> 963543706
> |_______| Espa?a / Spain Fax: +34
> 963543488
> -------------- next part --------------
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>
> ------------------------------
>
> Message: 8
> Date: Mon, 04 Jan 2010 08:12:37 +0000
> From: "Mr Gabriel" <[email protected]>
> Subject: [rt-users] RTIR via RPM only?
> To: "RT Users" <[email protected]>
> Message-ID: <[email protected]>
> Content-Type: text/plain; format=flowed; charset="ISO-8859-1"
>
> Dear All,
>
> I'm trying to install an instance of RT with RTIR, using only RPM's. is
> this possible? Usually, I'd use source, but this is a client request
>
>
> ------------------------------
>
> Message: 9
> Date: Mon, 04 Jan 2010 13:45:26 +0100
> From: Francisco G?mez Mar?n <[email protected]>
> Subject: [rt-users] Custom commands in CommandByMail
> To: RT Users <[email protected]>
> Message-ID: <[email protected]>
> Content-Type: text/plain; charset=ISO-8859-1; format=flowed
>
> Hi everybody,
>
> I have a working RT3.8.7 with the CommandByMail plugin installed,
> however I would like to "create" some commands (translations of the
> default commands from the plugin to my language, so 'Priority' would be
> 'Prioridad' in spanish). Is there any way of command customization
> through the plugin?
>
> --
> Francisco G?mez Mar?n
> Depatamento de Seguridad
> Centro Inform?tico Cient?fico de Andaluc?a (CICA)
> Avda. Reina Mercedes s/n - 41012 - Sevilla (Spain)
> Tfno.: +34 955 056 600 / FAX: +34 955 056 650
> Consejer?a de Innovaci?n, Ciencia y Empresa
> Junta de Andaluc?a
>
>
> ------------------------------
>
> _______________________________________________
> RT-Users mailing list
> [email protected]
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>
> End of RT-Users Digest, Vol 70, Issue 2
> ***************************************
_______________________________________________
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