[rt-users] Query Builder is case sensitive when using the content field
I've noticed that using the query builder with the Content field is case sensitive. I've tried other queries based on fields such as Subject and Requestor etc and they are all case INsensitive. Looking at the mysql upgrade script, I think that Content has been changed to longblob in RT 3.8.3 and that type is case sensitive according to mysql documentation. Everything I've found on the wiki seems to imply that queries should all be case INsensitive. Has anyone else noticed this behaviour and are there suggestions for a workaround? Thanks, Dan This document (or software if applicable) may contain data whose export/transfer/disclosure is restricted by U.S. or Canadian law. Dissemination may require an export license or other authorization. CONFIDENTIALITY NOTICE: The information in this message, as well as any attachments, previous e-mail messages and /or any links provided herein, is Proprietary/Confidential information belonging to ELCAN Optical Technologies, and its affiliates, and may be legally privileged. It is intended solely for the addressee. Access to this message by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, or distribution of the message, or any action or omission taken by you in reliance on it, is prohibited and may be unlawful. Please immediately contact the sender if you have received this message in error. WARNING: Malicious code including viruses can be transmitted via email. Although ELCAN has taken reasonable precautions to ensure no malicious code is present in this email, non-encrypted electronic transmissions cannot be guaranteed to be secure or error-free as information could be intercepted and manipulated therefore ELCAN does not accept any responsibility for any loss or damage arising from the use of this email or attachments. ___ 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] Query on Content is case sensitive
I've recently upgraded to rt3.8.3 from 3.6.5 and everything is working very well except that I've just discovered that a query based on Content is case sensitive. I've tried other queries based on Subject and Requestor etc and they are all case insensitive. Looking at the mysql upgrade script, I think that Content has been changed to longblob and that type is case sensitive according to mysql documentation. Has anyone else noticed this behaviour and are there suggestions for a workaround? Thanks, Dan ___ 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] OLE objects in e-mail requests
Many of our users are trying to be helpful by pasting a screen shot in their e-mail requests. When these messages become tickets in RT, the screen shot is replaced by ...OLE_Obj... and we have no idea what it is that we are supposed to see. I've search the web for a couple of days and I think this is related to Postfix rather than RT, but I'm hoping someone has some advice on how to have the OLE object become an RT attachment. My environment is Ubuntu 6.06, RT 3.6.5, postfix 2.2.10 with Outlook and Exchange 2003 on the client side. Thanks, Dan DISCLAIMER: The information in this message is confidential and may be legally privileged. It is intended solely for the addressee. Access to this message by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, or distribution of the message, or any action or omission taken by you in reliance on it, is prohibited and may be unlawful. Please immediately contact the sender if you have received this message in error. Thank you. ___ 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
[rt-users] On Correspond Notify Ccs if no owner
Hello all, On occasion we receive tickets which are not immediately taken by a staff member. While unowned, the requestor can send additional correspondence on the ticket, but there is no indication anywhere that information has been added. I'd like to e-mail all of the queue watchers (Ccs) with the new correspondence as long as the ticket remains unowned. Any ideas? Thanks, Dan DISCLAIMER: The information in this message is confidential and may be legally privileged. It is intended solely for the addressee. Access to this message by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, or distribution of the message, or any action or omission taken by you in reliance on it, is prohibited and may be unlawful. Please immediately contact the sender if you have received this message in error. Thank you. ___ 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
RE: [rt-users] allowing non rt users to create tickets
Shawn, RT should work the way you want without modification. You just need to assign the global group rights CreateTicket and ReplyToTicket to the Everyone system group -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Shawn Wilson Sent: Friday, November 30, 2007 2:48 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] allowing non rt users to create tickets The way i want this to work - any user on our domain can send an email to an email account and a ticket gets added for them and rt sends them a confirmation email of ticket creation. The tickets may go into a general catagory and we can manually move them into different catagories. Where i'm at - mailgate fetches the emails and sends any user that doesn't have an account a reply email saying 'Could not load a valid user'. I don't want to create hundreds of rt users nor feel it really necessairy to set this up with ldap when i want to accept any and all emails from this domain as tickets - or just accept any and all emails if that is much easier. i hope this is enough to go on, i've been on google for days and i can't figure out how to do this. I haven't done any serious mods to the site config other than what is needed to get it up. Let me know if i need to provide any additional information. This is becoming a pain since the system pretty much does what we want out of the box. Thanks DISCLAIMER: The information in this message is confidential and may be legally privileged. It is intended solely for the addressee. Access to this message by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, or distribution of the message, or any action or omission taken by you in reliance on it, is prohibited and may be unlawful. Please immediately contact the sender if you have received this message in error. Thank you. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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
RE: [rt-users] Merge or delete users
Hi Boris, I have just configured this exact scenario. Take a look at this page http://wiki.bestpractical.com/view/AutoCreateFromExternalUserInfo Basically, you can use LDAP in Exchange 5.5 to cross reference between user id and email address. When users send an e-mail to RT, LDAP is used to retrieve the userid from Exchange and therefore prevent the creation of 2 accounts. Hope this helps! Dan -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Boris Jordanov Sent: Thursday, October 25, 2007 5:57 AM To: RT-Users@lists.bestpractical.com Subject: [rt-users] Merge or delete users Hi people, I try to integrate RT with MS AD and the LDAP tips from the wiki to get the user data on user creation, and it is almost working. The customer is using Windows 2003 for DC and Exchange 5.5. Exchange 5.5 is pretty old and is not well integrated with AD. So, when the user opens http://helpdesk in the browser, the credential sent to RT from Apache is the user's logon name, let it be userx. The user creates a ticket with requestor userx. Then the user sends an email to [EMAIL PROTECTED], and because Exchange 5.5 is stupid, and no one has entered the user's emails into their AD account details, RT creates a new user [EMAIL PROTECTED] And there is the problem - one user, two RT accounts. Can two users be merged somehow, or can I delete entirely an user, to be able to assign it's email to another user? Thanks in advance. DISCLAIMER: The information in this message is confidential and may be legally privileged. It is intended solely for the addressee. Access to this message by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, or distribution of the message, or any action or omission taken by you in reliance on it, is prohibited and may be unlawful. Please immediately contact the sender if you have received this message in error. Thank you. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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
RE: [rt-users] Problem with RT::Logger
I have solved this problem by adding the following line to my CurrentUser_Local.pm Package RT::Interface::Web; I still don't understand why it worked before without the added line? Perhaps this is related to the 3.6.4 to 3.6.5 upgrade? Hopefully this will help anyone else who runs into similar issues running CurrentUser_Local.pm ldap overlay. Dan _ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Lamers, Dan Sent: Monday, October 22, 2007 3:38 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Problem with RT::Logger I had a working RT system up until this morning when it appears that RT::Logger stopped functioning. Last week I upgraded from 3.6.4 to 3.6.5 and everything appeared to work fine. I shutdown the system for the weekend and this morning I'm receiving a 500 Internal Server Error when trying to logon. My apache2/errorlog entry is: Can't call method debug on an undefined value at /opt/rt3/local/lib/RT/CurrentUser_Local.pm line 59 The relevant perl line is $RT::Logger-debug( CreateFromExternalUserInfo: entered with args: , @lookupargs, \n); If I comment this line from the program, it proceeds to fail on the next RT::Logger statement including RT::Logger-info calls. If I comment out all of the RT::Logger calls from this program, the system appears to function normally. Any help would be greatly appreciated! Thanks, Dan DISCLAIMER: The information in this message is confidential and may be legally privileged. It is intended solely for the addressee. Access to this message by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, or distribution of the message, or any action or omission taken by you in reliance on it, is prohibited and may be unlawful. Please immediately contact the sender if you have received this message in error. Thank you. DISCLAIMER: The information in this message is confidential and may be legally privileged. It is intended solely for the addressee. Access to this message by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, or distribution of the message, or any action or omission taken by you in reliance on it, is prohibited and may be unlawful. Please immediately contact the sender if you have received this message in error. Thank you. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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
[rt-users] Problem with RT::Logger
I had a working RT system up until this morning when it appears that RT::Logger stopped functioning. Last week I upgraded from 3.6.4 to 3.6.5 and everything appeared to work fine. I shutdown the system for the weekend and this morning I'm receiving a 500 Internal Server Error when trying to logon. My apache2/errorlog entry is: Can't call method debug on an undefined value at /opt/rt3/local/lib/RT/CurrentUser_Local.pm line 59 The relevant perl line is $RT::Logger-debug( CreateFromExternalUserInfo: entered with args: , @lookupargs, \n); If I comment this line from the program, it proceeds to fail on the next RT::Logger statement including RT::Logger-info calls. If I comment out all of the RT::Logger calls from this program, the system appears to function normally. Any help would be greatly appreciated! Thanks, Dan DISCLAIMER: The information in this message is confidential and may be legally privileged. It is intended solely for the addressee. Access to this message by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, or distribution of the message, or any action or omission taken by you in reliance on it, is prohibited and may be unlawful. Please immediately contact the sender if you have received this message in error. Thank you. ___ 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
[rt-users] A reminder creates a ticket and sends email to queue watchers???
I've just started playing around with reminders in RT 3.6.0 and they appear to be working. However, whenever I create a reminder, it creates a new ticket referencing the original and then sends email to the queue watchers. Is there anyway to prevent this behaviour? Thanks Dan DISCLAIMER: The information in this message is confidential and may be legally privileged. It is intended solely for the addressee. Access to this message by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, or distribution of the message, or any action or omission taken by you in reliance on it, is prohibited and may be unlawful. Please immediately contact the sender if you have received this message in error. Thank you. Dan Lamers.vcf Dan Lamers.vcf Description: Binary data ___ 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
[rt-users] Remove disclaimer text from incoming e-mail requests
Each e-mail request received from our users by RT has a disclaimer in the body which I'd really like to remove. I've scoured the wiki archive, and see other references to this type of request, but I can't find any direction on how to resolve. Does this need to happen outside of RT before passing to rt-mailgate? Maybe it could be handled by a simple custom scrip which would ignore the last {n} lines of the e-mail body? Any direction would be appreciated! Thanks, Dan DISCLAIMER: The information in this message is confidential and may be legally privileged. It is intended solely for the addressee. Access to this message by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, or distribution of the message, or any action or omission taken by you in reliance on it, is prohibited and may be unlawful. Please immediately contact the sender if you have received this message in error. Thank you. Dan Lamers (E-mail).vcf Description: Binary data ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] Importing data to RTFM from other sources
I'm new to RT and RTFM but I'm convinced that this is the perfect tool for our IT department! Both modules are installed and working and now I want to start populating a knowledgebase in RTFM. I would like to reformat our existing variety of articles into a format that could be imported into RTFM as a starting point. Does anyone have any hints or a roadmap for populating the RTFM from external sources? Thanks Dan DISCLAIMER: The information in this message is confidential and may be legally privileged. It is intended solely for the addressee. Access to this message by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, or distribution of the message, or any action or omission taken by you in reliance on it, is prohibited and may be unlawful. Please immediately contact the sender if you have received this message in error. Thank you. Dan Lamers (E-mail).vcf Description: Binary data ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
RE: [rt-users] Assigning Tickets to users
I just went through this same issue yesterday. I resolved it by giving OwnTicket permissions to each user that I wanted in the list. This worked perfectly. Dan -Original Message-From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED]On Behalf Of Jim RobinsonSent: June 15, 2006 10:02 AMTo: rt-users@lists.bestpractical.comSubject: [rt-users] Assigning Tickets to users Hello, I am new to RT and we are looking at implimenting it in our company, We are a windows based shop therefore I am trying the Win/RT version, I have one issue that is causing a problem and cannot figure out a resolution to it. When a new ticket arrives, I cannot assign the ticket to another user! I have verified that both the queue and the group have own, Take,stealticket but when I bring up the ticket people field I only get Nobody! I would really like to get this resolved so I can go forwardin the testing phase and implimentation phase. Thanks for your help. Jim/Blacktri99 DISCLAIMER: The information in this message is confidential and may be legally privileged. It is intended solely for the addressee. Access to this message by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, or distribution of the message, or any action or omission taken by you in reliance on it, is prohibited and may be unlawful. Please immediately contact the sender if you have received this message in error. Thank you. ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
RE: [rt-users] Trying to use RTFM
Make sure that you set the user and password in MySql using this command: grant all on rtdb.* to [EMAIL PROTECTED] identified by 'wibble'; and make sure that your RT_SiteConfig.pm file matches the MySql Set($DatabaseUser , 'rtuser'); Set($DatabasePassword , 'wibble'); Set($DatabaseName , 'rtdb'); Dan -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of John Boris Sent: June 9, 2006 12:18 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Trying to use RTFM I am not sure if this is the correct list. I have RT 3.4.5 installed and RTFM-2.2.0RC2 installed. When I try to run make initdb I get this error: make initdb /usr/bin/perl -Ilib -I/opt/rt3/lib /opt/rt3/sbin/rt-setup-database --action schema --datadir etc --datafile etc/initialdata --dba rt_user DBI connect('dbname=rt3;host=localhost','rt_user',...) failed: Access denied for user 'rt_user'@'localhost' (using password: NO) at /opt/rt3/sbin/rt-setup-database line 170 Failed to connect to dbi:mysql:;host=localhost as rt_user: Access denied for user 'rt_user'@'localhost' (using password: NO) at /opt/rt3/sbin/rt-setup-database line 170. ...returned with error: 65280 make: *** [initdb] Error 255 Do I have to setup any Enviroemnnt variables? Ihave RTUSER and user set to my mysql user. TIA John J. Boris, Sr. JEN-A-SyS Administrator Archdiocese of Philadelphia Remember! That light at the end of the tunnel Just might be the headlight of an oncoming train! ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html DISCLAIMER: The information in this message is confidential and may be legally privileged. It is intended solely for the addressee. Access to this message by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, or distribution of the message, or any action or omission taken by you in reliance on it, is prohibited and may be unlawful. Please immediately contact the sender if you have received this message in error. Thank you. ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html