[rt-users] Detecting "new" ticket in a template
Hi. I have a customer who wants to tailor his template verbiage based upon if the ticket is New, Updated, or Resolved ... I was originally just going by the $Ticket->Status in the template, but they have a funny habit of creating the ticket with the "open" status. Obviously, this throws off the template. I have been trying to figure out if I can access the previous value of the $Ticket->Status, but so far have struck out. I've played with trying to get the list of transactions for the ticket, but if it's in there, I can't get the right magic to work. Currently, they are maintaining 3 different scrips so they can use 3 slightly different templates ... that seems sort of silly, and there should be a better way. Any suggestions or code fragments? Thanks! Sam ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
Re: [rt-users] Moving a ticket based on the subject line
Hi,
On Thursday 27 April 2006 06:13, Prasad Deshpande wrote:
> I am using RT 3.2.3, I have set one email-id for the helpdesk. Now
> based on the subject I want to transfer the tickets to different
> queues.
>
> For example, I have assigned [EMAIL PROTECTED] email-id to queue called
> general. Now based on the subject like 'PC', 'Software', 'Email' I
> want to move the tickets to PCQueue, SoftwareQueue, EmailQueue
> respectively.
>
> Is anybody had implement this? Any help will be greatly appreciated.
I had used procmail or maildrop for this.
You have to configure your MTA to forward all mails to procmail or
maildrop, which then calls rt-mailgate with a different queue based on
the subject line.
Another way would be a scrip in queue general, which changes the queue
accordingly.
if ($self->TicketObj->Subject =~ /Software/) {
my ($status, $msg) = $self->TicketObj->SetQeue("SoftwareQueue");
...
}
regards,
andreas
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Re: [rt-users] issues with RT on gentoo suddenly?
I met the same situation a few days ago. I enabled cookies but it didn't work. Finally after I checked the setings of my Internet Explore, I found out that my RT site was blocked by Security and Privacy setings of my Internet Explore. I changed those setings back and it worked. - Original Message - From: "Ted Serreyn" <[EMAIL PROTECTED]> To: "'der Mouse'" <[EMAIL PROTECTED]>; Sent: Thursday, April 27, 2006 11:16 AM Subject: RE: [rt-users] issues with RT on gentoo suddenly? > Checked, cookies are still enabled, no changes to my RT config, more likely > some supporting software upgrade broke things (mason?). > > more details. > Rt-3.4.5, apache2, mod_perl2, gentoo based system > > > I just finished re-installing latest version of the RT perl modules, mason, > and apache, with no change in how it works. > > > -- > Ted Serreyn Phone: 262-432-0260 Fax: 262-432-0232 > Serreyn Network Services, LLChttp://www.serreyn.com/ > > -Original Message- > From: [EMAIL PROTECTED] > [mailto:[EMAIL PROTECTED] On Behalf Of der Mouse > Sent: Wednesday, April 26, 2006 9:57 PM > To: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] issues with RT on gentoo suddenly? > >> Have you seen any issues with RT suddenly requiring a login for every >> link that is clicked? Very annoying, and I am finding nothing in the >> logs. > > Offhand, this sounds like "cookies are disabled". Have you checked out > that possibility? > > /~\ The ASCII der Mouse > \ / Ribbon Campaign > X Against HTML[EMAIL PROTECTED] > / \ Email! 7D C8 61 52 5D E7 2D 39 4E F1 31 3E E8 B3 27 4B > ___ > 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 > > > ___ > 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 >___ 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] Moving a ticket based on the subject line
Two ways I know of to accomplish this, most easy would be to create seperate emails for each one, and have your email handler do it for you, but if you must do it after the fact an on transaction scrip could pull this off for you.
something like this perhaps in your on "action cleanup" my $ticketObj = $self->TicketObj; #Map where item to find in subject,Queue to assign to. my %queuemap = ('PC','PCQueue',
'SOFTWARE','SoftwareQueue', 'EMAIL','EmailQueue'); foreach my $search(sort keys %queuemap) { if ($ticketObj->subject =~/\Q$search\E/)
{ my ($status, $msg) = $ticketObj->SetQueue($queuemap{$search}); unless ($status) { $RT::Logger->warning("unable to set new queue: $msg"); return undef;
} last; }; }; return 1;of course this will map the first occurrance , so a subject saying "PC SOFTWARE" would get placed in the PC queue.
Hope this helps (I'm sure somebody will have a more elegant solution)...RodneyOn 4/26/06, Prasad Deshpande <
[EMAIL PROTECTED]> wrote:
Hi,
I am using RT 3.2.3, I have set one email-id for the
helpdesk. Now based on the subject I want to transfer the tickets to different
queues.
For example, I have assigned
[EMAIL PROTECTED] email-id to queue called general.
Now based on the subject like 'PC', 'Software', 'Email'
I want to move the tickets to PCQueue, SoftwareQueue, EmailQueue respectively.
Is anybody had implement this? Any help will be greatly
appreciated.
Thanks.
Prasad Deshpande
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[rt-users] Moving a ticket based on the subject line
Hi, I am using RT 3.2.3, I have set one email-id for the helpdesk. Now based on the subject I want to transfer the tickets to different queues. For example, I have assigned [EMAIL PROTECTED] email-id to queue called general. Now based on the subject like ‘PC’, ‘Software’, ‘Email’ I want to move the tickets to PCQueue, SoftwareQueue, EmailQueue respectively. Is anybody had implement this? Any help will be greatly appreciated. Thanks. Prasad Deshpande DISCLAIMER:This message,including any attachments contains confidential and privileged information for the sole use of the intended recipient(s), and is protected by law. If you are not the intended recipient, please destroy all copies of the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful. Bajaj Auto reserves the right to record, monitor, and inspect all email communications through its internal and external networks. Your messages shall be subject to such lawful supervision as Bajaj Auto deems necessary in order to protect its information, interests and reputation. Bajaj Auto prohibits and takes steps to prevent its information systems from being used to view, store or forward offensive or discriminatory material. If this message contains such material, please report it to [EMAIL PROTECTED] ___ 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] issues with RT on gentoo suddenly?
Also happens on a fresh install of firefox. I think this is server side. -- Ted Serreyn Phone: 262-432-0260 Fax: 262-432-0232 Serreyn Network Services, LLChttp://www.serreyn.com/ -Original Message- From: ?? [mailto:[EMAIL PROTECTED] Sent: Wednesday, April 26, 2006 10:29 PM To: Ted Serreyn; 'der Mouse'; rt-users@lists.bestpractical.com Subject: Re: [rt-users] issues with RT on gentoo suddenly? I met the same situation a few days ago. I enabled cookies but it didn't work. Finally after I checked the setings of my Internet Explore, I found out that my RT site was blocked by Security and Privacy setings of my Internet Explore. I changed those setings back and it worked. - Original Message - From: "Ted Serreyn" <[EMAIL PROTECTED]> To: "'der Mouse'" <[EMAIL PROTECTED]>; Sent: Thursday, April 27, 2006 11:16 AM Subject: RE: [rt-users] issues with RT on gentoo suddenly? > Checked, cookies are still enabled, no changes to my RT config, more likely > some supporting software upgrade broke things (mason?). > > more details. > Rt-3.4.5, apache2, mod_perl2, gentoo based system > > > I just finished re-installing latest version of the RT perl modules, mason, > and apache, with no change in how it works. > > > -- > Ted Serreyn Phone: 262-432-0260 Fax: 262-432-0232 > Serreyn Network Services, LLChttp://www.serreyn.com/ > > -Original Message- > From: [EMAIL PROTECTED] > [mailto:[EMAIL PROTECTED] On Behalf Of der Mouse > Sent: Wednesday, April 26, 2006 9:57 PM > To: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] issues with RT on gentoo suddenly? > >> Have you seen any issues with RT suddenly requiring a login for every >> link that is clicked? Very annoying, and I am finding nothing in the >> logs. > > Offhand, this sounds like "cookies are disabled". Have you checked out > that possibility? > > /~\ The ASCII der Mouse > \ / Ribbon Campaign > X Against HTML[EMAIL PROTECTED] > / \ Email! 7D C8 61 52 5D E7 2D 39 4E F1 31 3E E8 B3 27 4B > ___ > 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 > > > ___ > 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 > ___ 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] issues with RT on gentoo suddenly?
Specifically what did you change, as I have my support site in my trusted sites list and I see nothing blocked. I have also explicitly allowed cookies from the site. Ted -- Ted Serreyn Phone: 262-432-0260 Fax: 262-432-0232 Serreyn Network Services, LLChttp://www.serreyn.com/ -Original Message- From: ?? [mailto:[EMAIL PROTECTED] Sent: Wednesday, April 26, 2006 10:29 PM To: Ted Serreyn; 'der Mouse'; rt-users@lists.bestpractical.com Subject: Re: [rt-users] issues with RT on gentoo suddenly? I met the same situation a few days ago. I enabled cookies but it didn't work. Finally after I checked the setings of my Internet Explore, I found out that my RT site was blocked by Security and Privacy setings of my Internet Explore. I changed those setings back and it worked. - Original Message - From: "Ted Serreyn" <[EMAIL PROTECTED]> To: "'der Mouse'" <[EMAIL PROTECTED]>; Sent: Thursday, April 27, 2006 11:16 AM Subject: RE: [rt-users] issues with RT on gentoo suddenly? > Checked, cookies are still enabled, no changes to my RT config, more likely > some supporting software upgrade broke things (mason?). > > more details. > Rt-3.4.5, apache2, mod_perl2, gentoo based system > > > I just finished re-installing latest version of the RT perl modules, mason, > and apache, with no change in how it works. > > > -- > Ted Serreyn Phone: 262-432-0260 Fax: 262-432-0232 > Serreyn Network Services, LLChttp://www.serreyn.com/ > > -Original Message- > From: [EMAIL PROTECTED] > [mailto:[EMAIL PROTECTED] On Behalf Of der Mouse > Sent: Wednesday, April 26, 2006 9:57 PM > To: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] issues with RT on gentoo suddenly? > >> Have you seen any issues with RT suddenly requiring a login for every >> link that is clicked? Very annoying, and I am finding nothing in the >> logs. > > Offhand, this sounds like "cookies are disabled". Have you checked out > that possibility? > > /~\ The ASCII der Mouse > \ / Ribbon Campaign > X Against HTML[EMAIL PROTECTED] > / \ Email! 7D C8 61 52 5D E7 2D 39 4E F1 31 3E E8 B3 27 4B > ___ > 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 > > > ___ > 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 > ___ 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] issues with RT on gentoo suddenly?
Checked, cookies are still enabled, no changes to my RT config, more likely some supporting software upgrade broke things (mason?). more details. Rt-3.4.5, apache2, mod_perl2, gentoo based system I just finished re-installing latest version of the RT perl modules, mason, and apache, with no change in how it works. -- Ted Serreyn Phone: 262-432-0260 Fax: 262-432-0232 Serreyn Network Services, LLChttp://www.serreyn.com/ -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of der Mouse Sent: Wednesday, April 26, 2006 9:57 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] issues with RT on gentoo suddenly? > Have you seen any issues with RT suddenly requiring a login for every > link that is clicked? Very annoying, and I am finding nothing in the > logs. Offhand, this sounds like "cookies are disabled". Have you checked out that possibility? /~\ The ASCII der Mouse \ / Ribbon Campaign X Against HTML [EMAIL PROTECTED] / \ Email! 7D C8 61 52 5D E7 2D 39 4E F1 31 3E E8 B3 27 4B ___ 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 ___ 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] issues with RT on gentoo suddenly?
> Have you seen any issues with RT suddenly requiring a login for every > link that is clicked? Very annoying, and I am finding nothing in the > logs. Offhand, this sounds like "cookies are disabled". Have you checked out that possibility? /~\ The ASCII der Mouse \ / Ribbon Campaign X Against HTML [EMAIL PROTECTED] / \ Email! 7D C8 61 52 5D E7 2D 39 4E F1 31 3E E8 B3 27 4B ___ 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] issues with RT on gentoo suddenly?
Have you seen any issues with RT suddenly requiring a login for every link that is clicked? Very annoying, and I am finding nothing in the logs. -- Ted Serreyn Phone: 262-432-0260 Fax: 262-432-0232 Serreyn Network Services, LLC http://www.serreyn.com/ ___ 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] possible permissions (ModifyTicket) bug in 3.4.5?
On 4/26/06, Joshua Colson <[EMAIL PROTECTED]> wrote: > On Wed, 2006-04-26 at 14:16 -0400, Claude M. Schrader wrote: > > Hello, > > We have been removing all global permissions from the Privileged user > > group on our RT install, to let some important customers have access to > > their own support queue. In doing this, we seem to have stumbled on what > > appears to be a bug with the ModifyTicket setting. The user is able to > > search for email addresses through the "People" area of a ticket, and > > return a list of every email address known to rt. > > '%' in searches is really feature and works like wildcard. I agree that if you couldn't modify people then you shouldn't be able to get list of the users. > > I don't think this is a bug, more like a feature. RT makes the > assumption that Privileged users are just that, privileged. I don't agree with this. Privileged are people who can have some privileges given to them directly or via groups membership. > > What it seems you're attempting to do (setup mini-instances using > queues) is not how RT is designed to operate (to my understanding). > However, that being said, you should be able to add your own custom > Rights to handle your situation. There may even be somebody who has done > it already. And I don't agree with this too. RT is not well designed for setups with many queues (one queue per customer for example), but works good with one 'support' queue for all support requests from customers. > > > -- > Joshua Colson <[EMAIL PROTECTED]> > > ___ > 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 > -- Best regards, Ruslan. ___ 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] javascript hideshow function
I use mozilla and the hideshow function sometimes
does not work.
The chunk always dissepears, but sometimes I
can't make it appear back.
I don't have this problem in internet
explorer.
This is the function:
function hideshow(num) {
idstring = "element-" + num; chunk =
document.getElementById(idstring); if (
chunk.style.display == "none") { chunk.style.display
= chunk.style.tag; } else
{ chunk.style.tag =
chunk.style.display;
chunk.style.display = "none"; }}
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[rt-users] Admin Cc
I was wondering if it is possible to display the queue Admin CC in the Create a new ticket Web interface. Currently there is a field for adding a new Admin CC but it does not display the Admin CC already assigned to the queue. I can understand why you wouldn't want to display this when unpriveleged users enter tickets, but it could be shown to users with correct ACL's. Taan ___ 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] cc only kinda working
On Wednesday 26 April 2006 21:31, kate.wilson wrote: > I have the default already set up: > "On Correspond Notify Requestors and Ccs with template Correspondence" > > and it does notify CC's that have been assigned below the message text > bow, just not the one above it. You have to create a scrip "On Correspond Notify Other Recipients". The Cc and Bcc fields are not the same as ticket watchers, which is imho somewhat confusing. regards, Andreas Putzo ___ 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] cc only kinda working
Hi, Ok so the problem is fixed thanks to many responses to my email. this list rocks! anyway... so i added a global scrip that is "on transaction", "notify other recipients" using "global template transaction". thank you joseph for your help!!! I'm sure there may be other ways to "fix" it, but this seems to be working. Thanks everyone =) _kate -Original Message- From: Kelly F. Hickel [mailto:[EMAIL PROTECTED] Sent: Wednesday, April 26, 2006 4:17 PM To: [EMAIL PROTECTED]; [EMAIL PROTECTED]; [EMAIL PROTECTED]; rt-users@lists.bestpractical.com Subject: RE: [rt-users] cc only kinda working This is the default behavior. Clipped from /opt/rt3/etc/RT_Config.pm: # By default, RT doesn't notify the person who performs an update, as they # already know what they've done. If you'd like to change this behaviour, # Set $NotifyActor to 1 Set($NotifyActor, 0); NOTE: if you want to change this, add: Set($NotifyActor, 1); To /opt/rt3/etc/RT_SiteConfig.pm (don't ever change RT_Config.pm itself). -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 [EMAIL PROTECTED] > -Original Message- > From: [EMAIL PROTECTED] [mailto:rt-users- > [EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] > rapids.mi.us > Sent: Wednesday, April 26, 2006 3:05 PM > To: [EMAIL PROTECTED]; [EMAIL PROTECTED]; rt- > [EMAIL PROTECTED] > Subject: RE: [rt-users] cc only kinda working > > I have found that RT never emails you if you enter your address and > are logged in as that user (with that address). > > Yes indeed kind of strange, but maybe it figures why send an email to > yourself when you are the one doing the updating/creating etc. ?? > > T.J. Maciak > > Internet/Intranet Developer > Department of IT > City of Grand Rapids > P: (616)456-3713 > F: (616)456-3448 > > > -Original Message- > From: kate.wilson [mailto:[EMAIL PROTECTED] > Sent: Wednesday, April 26, 2006 4:01 PM > To: 'Kristopher Lusk'; kate.wilson; rt-users@lists.bestpractical.com > Subject: RE: [rt-users] cc only kinda working > > If add [EMAIL PROTECTED] into the cc field and then click > save > changes then update the following gets placed in the ticket: > > "RT-Send-CC: [EMAIL PROTECTED]" > > But in the outgoing email, the cc does not get added. this is very > strange. > could it be a permissioning thing or perhaps a scrip issue? > > thanks for helping me try to sort this out! > > _kate > > -Original Message- > From: Kristopher Lusk [mailto:[EMAIL PROTECTED] > Sent: Wednesday, April 26, 2006 3:43 PM > To: 'kate.wilson'; rt-users@lists.bestpractical.com > Subject: RE: [rt-users] cc only kinda working > > > You're welcome. > > Hmmm that's interesting. Well, I'm not sure how to fix that in the > code. > But if you click the [Save Changes] button before you click the > [Update > Ticket] button, don't the new CCs you add in the 'CC:' text box get > added to > the list of recipients below the 'Message:' text box? > > Kris > > -Original Message- > From: kate.wilson [mailto:[EMAIL PROTECTED] > Sent: Wednesday, April 26, 2006 2:32 PM > To: 'Kristopher Lusk'; kate.wilson; rt-users@lists.bestpractical.com > Subject: RE: [rt-users] cc only kinda working > > Thank you for the response! > > I have the default already set up: > "On Correspond Notify Requestors and Ccs with template Correspondence" > > and it does notify CC's that have been assigned below the message text > bow, > just not the one above it. > > > > > -Original Message- > From: Kristopher Lusk [mailto:[EMAIL PROTECTED] > Sent: Wednesday, April 26, 2006 3:26 PM > To: 'kate.wilson'; rt-users@lists.bestpractical.com > Subject: RE: [rt-users] cc only kinda working > > > You need a Scrip that says "On Correspond Notify Ccs with template > Correspondence". You probably just have one that says "On Correspond > Notify > AdminCcs with template Correspondence". > > Kris > > -Original Message- > From: [EMAIL PROTECTED] > [mailto:[EMAIL PROTECTED] On Behalf Of > kate.wilson > Sent: Wednesday, April 26, 2006 2:04 PM > To: 'rt-users@lists.bestpractical.com' > Subject: [rt-users] cc only kinda working > > I have RT 3.4.4 installed and has been used for a while now. Here's my > problem: > > In a ticket that already exists, a user click reply. IF the user adds > an > email address into "CC" at the top of the ticket (right above the > "subject" > field) the email does not go to that recipient. Now, anyone that is on > the > "cc" list below the "Message" box on the ticket gets a copy of it just > fine > (i.e. the watch as cc people). > > What am i obviosuly overlooking here? > > Thanks! > > _Kate Wilson > > > > ___ > 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.best
RE: [rt-users] cc only kinda working
This is the default behavior. Clipped from /opt/rt3/etc/RT_Config.pm: # By default, RT doesn't notify the person who performs an update, as they # already know what they've done. If you'd like to change this behaviour, # Set $NotifyActor to 1 Set($NotifyActor, 0); NOTE: if you want to change this, add: Set($NotifyActor, 1); To /opt/rt3/etc/RT_SiteConfig.pm (don't ever change RT_Config.pm itself). -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 [EMAIL PROTECTED] > -Original Message- > From: [EMAIL PROTECTED] [mailto:rt-users- > [EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] > rapids.mi.us > Sent: Wednesday, April 26, 2006 3:05 PM > To: [EMAIL PROTECTED]; [EMAIL PROTECTED]; rt- > [EMAIL PROTECTED] > Subject: RE: [rt-users] cc only kinda working > > I have found that RT never emails you if you enter your address and > are logged in as that user (with that address). > > Yes indeed kind of strange, but maybe it figures why send an email to > yourself when you are the one doing the updating/creating etc. ?? > > T.J. Maciak > > Internet/Intranet Developer > Department of IT > City of Grand Rapids > P: (616)456-3713 > F: (616)456-3448 > > > -Original Message- > From: kate.wilson [mailto:[EMAIL PROTECTED] > Sent: Wednesday, April 26, 2006 4:01 PM > To: 'Kristopher Lusk'; kate.wilson; rt-users@lists.bestpractical.com > Subject: RE: [rt-users] cc only kinda working > > If add [EMAIL PROTECTED] into the cc field and then click > save > changes then update the following gets placed in the ticket: > > "RT-Send-CC: [EMAIL PROTECTED]" > > But in the outgoing email, the cc does not get added. this is very > strange. > could it be a permissioning thing or perhaps a scrip issue? > > thanks for helping me try to sort this out! > > _kate > > -Original Message- > From: Kristopher Lusk [mailto:[EMAIL PROTECTED] > Sent: Wednesday, April 26, 2006 3:43 PM > To: 'kate.wilson'; rt-users@lists.bestpractical.com > Subject: RE: [rt-users] cc only kinda working > > > You're welcome. > > Hmmm that's interesting. Well, I'm not sure how to fix that in the > code. > But if you click the [Save Changes] button before you click the > [Update > Ticket] button, don't the new CCs you add in the 'CC:' text box get > added to > the list of recipients below the 'Message:' text box? > > Kris > > -Original Message- > From: kate.wilson [mailto:[EMAIL PROTECTED] > Sent: Wednesday, April 26, 2006 2:32 PM > To: 'Kristopher Lusk'; kate.wilson; rt-users@lists.bestpractical.com > Subject: RE: [rt-users] cc only kinda working > > Thank you for the response! > > I have the default already set up: > "On Correspond Notify Requestors and Ccs with template Correspondence" > > and it does notify CC's that have been assigned below the message text > bow, > just not the one above it. > > > > > -Original Message- > From: Kristopher Lusk [mailto:[EMAIL PROTECTED] > Sent: Wednesday, April 26, 2006 3:26 PM > To: 'kate.wilson'; rt-users@lists.bestpractical.com > Subject: RE: [rt-users] cc only kinda working > > > You need a Scrip that says "On Correspond Notify Ccs with template > Correspondence". You probably just have one that says "On Correspond > Notify > AdminCcs with template Correspondence". > > Kris > > -Original Message- > From: [EMAIL PROTECTED] > [mailto:[EMAIL PROTECTED] On Behalf Of > kate.wilson > Sent: Wednesday, April 26, 2006 2:04 PM > To: 'rt-users@lists.bestpractical.com' > Subject: [rt-users] cc only kinda working > > I have RT 3.4.4 installed and has been used for a while now. Here's my > problem: > > In a ticket that already exists, a user click reply. IF the user adds > an > email address into "CC" at the top of the ticket (right above the > "subject" > field) the email does not go to that recipient. Now, anyone that is on > the > "cc" list below the "Message" box on the ticket gets a copy of it just > fine > (i.e. the watch as cc people). > > What am i obviosuly overlooking here? > > Thanks! > > _Kate Wilson > > > > ___ > 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 > > > ___ > 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 > > ___ > ht
RE: [rt-users] cc only kinda working
I have found that RT never emails you if you enter your address and are logged in as that user (with that address). Yes indeed kind of strange, but maybe it figures why send an email to yourself when you are the one doing the updating/creating etc. ?? T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 -Original Message- From: kate.wilson [mailto:[EMAIL PROTECTED] Sent: Wednesday, April 26, 2006 4:01 PM To: 'Kristopher Lusk'; kate.wilson; rt-users@lists.bestpractical.com Subject: RE: [rt-users] cc only kinda working If add [EMAIL PROTECTED] into the cc field and then click save changes then update the following gets placed in the ticket: "RT-Send-CC:[EMAIL PROTECTED]" But in the outgoing email, the cc does not get added. this is very strange. could it be a permissioning thing or perhaps a scrip issue? thanks for helping me try to sort this out! _kate -Original Message- From: Kristopher Lusk [mailto:[EMAIL PROTECTED] Sent: Wednesday, April 26, 2006 3:43 PM To: 'kate.wilson'; rt-users@lists.bestpractical.com Subject: RE: [rt-users] cc only kinda working You're welcome. Hmmm that's interesting. Well, I'm not sure how to fix that in the code. But if you click the [Save Changes] button before you click the [Update Ticket] button, don't the new CCs you add in the 'CC:' text box get added to the list of recipients below the 'Message:' text box? Kris -Original Message- From: kate.wilson [mailto:[EMAIL PROTECTED] Sent: Wednesday, April 26, 2006 2:32 PM To: 'Kristopher Lusk'; kate.wilson; rt-users@lists.bestpractical.com Subject: RE: [rt-users] cc only kinda working Thank you for the response! I have the default already set up: "On Correspond Notify Requestors and Ccs with template Correspondence" and it does notify CC's that have been assigned below the message text bow, just not the one above it. -Original Message- From: Kristopher Lusk [mailto:[EMAIL PROTECTED] Sent: Wednesday, April 26, 2006 3:26 PM To: 'kate.wilson'; rt-users@lists.bestpractical.com Subject: RE: [rt-users] cc only kinda working You need a Scrip that says "On Correspond Notify Ccs with template Correspondence". You probably just have one that says "On Correspond Notify AdminCcs with template Correspondence". Kris -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of kate.wilson Sent: Wednesday, April 26, 2006 2:04 PM To: 'rt-users@lists.bestpractical.com' Subject: [rt-users] cc only kinda working I have RT 3.4.4 installed and has been used for a while now. Here's my problem: In a ticket that already exists, a user click reply. IF the user adds an email address into "CC" at the top of the ticket (right above the "subject" field) the email does not go to that recipient. Now, anyone that is on the "cc" list below the "Message" box on the ticket gets a copy of it just fine (i.e. the watch as cc people). What am i obviosuly overlooking here? Thanks! _Kate Wilson ___ 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 ___ 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 ___ 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] cc only kinda working
it doesn't work even if it's someone else's email address. i have also tried google and yahoo addresses. thanks, at least i know now not to test with my own email. _kate -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Sent: Wednesday, April 26, 2006 4:05 PM To: [EMAIL PROTECTED]; [EMAIL PROTECTED]; rt-users@lists.bestpractical.com Subject: RE: [rt-users] cc only kinda working I have found that RT never emails you if you enter your address and are logged in as that user (with that address). Yes indeed kind of strange, but maybe it figures why send an email to yourself when you are the one doing the updating/creating etc. ?? T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 -Original Message- From: kate.wilson [mailto:[EMAIL PROTECTED] Sent: Wednesday, April 26, 2006 4:01 PM To: 'Kristopher Lusk'; kate.wilson; rt-users@lists.bestpractical.com Subject: RE: [rt-users] cc only kinda working If add [EMAIL PROTECTED] into the cc field and then click save changes then update the following gets placed in the ticket: "RT-Send-CC:[EMAIL PROTECTED]" But in the outgoing email, the cc does not get added. this is very strange. could it be a permissioning thing or perhaps a scrip issue? thanks for helping me try to sort this out! _kate -Original Message- From: Kristopher Lusk [mailto:[EMAIL PROTECTED] Sent: Wednesday, April 26, 2006 3:43 PM To: 'kate.wilson'; rt-users@lists.bestpractical.com Subject: RE: [rt-users] cc only kinda working You're welcome. Hmmm that's interesting. Well, I'm not sure how to fix that in the code. But if you click the [Save Changes] button before you click the [Update Ticket] button, don't the new CCs you add in the 'CC:' text box get added to the list of recipients below the 'Message:' text box? Kris -Original Message- From: kate.wilson [mailto:[EMAIL PROTECTED] Sent: Wednesday, April 26, 2006 2:32 PM To: 'Kristopher Lusk'; kate.wilson; rt-users@lists.bestpractical.com Subject: RE: [rt-users] cc only kinda working Thank you for the response! I have the default already set up: "On Correspond Notify Requestors and Ccs with template Correspondence" and it does notify CC's that have been assigned below the message text bow, just not the one above it. -Original Message- From: Kristopher Lusk [mailto:[EMAIL PROTECTED] Sent: Wednesday, April 26, 2006 3:26 PM To: 'kate.wilson'; rt-users@lists.bestpractical.com Subject: RE: [rt-users] cc only kinda working You need a Scrip that says "On Correspond Notify Ccs with template Correspondence". You probably just have one that says "On Correspond Notify AdminCcs with template Correspondence". Kris -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of kate.wilson Sent: Wednesday, April 26, 2006 2:04 PM To: 'rt-users@lists.bestpractical.com' Subject: [rt-users] cc only kinda working I have RT 3.4.4 installed and has been used for a while now. Here's my problem: In a ticket that already exists, a user click reply. IF the user adds an email address into "CC" at the top of the ticket (right above the "subject" field) the email does not go to that recipient. Now, anyone that is on the "cc" list below the "Message" box on the ticket gets a copy of it just fine (i.e. the watch as cc people). What am i obviosuly overlooking here? Thanks! _Kate Wilson ___ 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 ___ 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 ___ 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] cc only kinda working
If add [EMAIL PROTECTED] into the cc field and then click save changes then update the following gets placed in the ticket: "RT-Send-CC:[EMAIL PROTECTED]" But in the outgoing email, the cc does not get added. this is very strange. could it be a permissioning thing or perhaps a scrip issue? thanks for helping me try to sort this out! _kate -Original Message- From: Kristopher Lusk [mailto:[EMAIL PROTECTED] Sent: Wednesday, April 26, 2006 3:43 PM To: 'kate.wilson'; rt-users@lists.bestpractical.com Subject: RE: [rt-users] cc only kinda working You're welcome. Hmmm that's interesting. Well, I'm not sure how to fix that in the code. But if you click the [Save Changes] button before you click the [Update Ticket] button, don't the new CCs you add in the 'CC:' text box get added to the list of recipients below the 'Message:' text box? Kris -Original Message- From: kate.wilson [mailto:[EMAIL PROTECTED] Sent: Wednesday, April 26, 2006 2:32 PM To: 'Kristopher Lusk'; kate.wilson; rt-users@lists.bestpractical.com Subject: RE: [rt-users] cc only kinda working Thank you for the response! I have the default already set up: "On Correspond Notify Requestors and Ccs with template Correspondence" and it does notify CC's that have been assigned below the message text bow, just not the one above it. -Original Message- From: Kristopher Lusk [mailto:[EMAIL PROTECTED] Sent: Wednesday, April 26, 2006 3:26 PM To: 'kate.wilson'; rt-users@lists.bestpractical.com Subject: RE: [rt-users] cc only kinda working You need a Scrip that says "On Correspond Notify Ccs with template Correspondence". You probably just have one that says "On Correspond Notify AdminCcs with template Correspondence". Kris -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of kate.wilson Sent: Wednesday, April 26, 2006 2:04 PM To: 'rt-users@lists.bestpractical.com' Subject: [rt-users] cc only kinda working I have RT 3.4.4 installed and has been used for a while now. Here's my problem: In a ticket that already exists, a user click reply. IF the user adds an email address into "CC" at the top of the ticket (right above the "subject" field) the email does not go to that recipient. Now, anyone that is on the "cc" list below the "Message" box on the ticket gets a copy of it just fine (i.e. the watch as cc people). What am i obviosuly overlooking here? Thanks! _Kate Wilson ___ 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 ___ 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] cc only kinda working
You're welcome. Hmmm that's interesting. Well, I'm not sure how to fix that in the code. But if you click the [Save Changes] button before you click the [Update Ticket] button, don't the new CCs you add in the 'CC:' text box get added to the list of recipients below the 'Message:' text box? Kris -Original Message- From: kate.wilson [mailto:[EMAIL PROTECTED] Sent: Wednesday, April 26, 2006 2:32 PM To: 'Kristopher Lusk'; kate.wilson; rt-users@lists.bestpractical.com Subject: RE: [rt-users] cc only kinda working Thank you for the response! I have the default already set up: "On Correspond Notify Requestors and Ccs with template Correspondence" and it does notify CC's that have been assigned below the message text bow, just not the one above it. -Original Message- From: Kristopher Lusk [mailto:[EMAIL PROTECTED] Sent: Wednesday, April 26, 2006 3:26 PM To: 'kate.wilson'; rt-users@lists.bestpractical.com Subject: RE: [rt-users] cc only kinda working You need a Scrip that says "On Correspond Notify Ccs with template Correspondence". You probably just have one that says "On Correspond Notify AdminCcs with template Correspondence". Kris -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of kate.wilson Sent: Wednesday, April 26, 2006 2:04 PM To: 'rt-users@lists.bestpractical.com' Subject: [rt-users] cc only kinda working I have RT 3.4.4 installed and has been used for a while now. Here's my problem: In a ticket that already exists, a user click reply. IF the user adds an email address into "CC" at the top of the ticket (right above the "subject" field) the email does not go to that recipient. Now, anyone that is on the "cc" list below the "Message" box on the ticket gets a copy of it just fine (i.e. the watch as cc people). What am i obviosuly overlooking here? Thanks! _Kate Wilson ___ 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 ___ 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] setQueue or SetQueue?
I'm using 3.5.6 and was having problems debugging a scrip with setQueue. I don't know quite what the difference between setQueue and SetQueue is, but when I called setQueue from my scrip, I got a positive return code and success message, but the ticket wasn't moved. It only worked properly when I used SetQueue. Boldra Lead Developer ticketsystem.de ___ 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] possible permissions (ModifyTicket) bug in 3.4.5?
On Wed, 2006-04-26 at 14:16 -0400, Claude M. Schrader wrote: > Hello, > We have been removing all global permissions from the Privileged user > group on our RT install, to let some important customers have access to > their own support queue. In doing this, we seem to have stumbled on what > appears to be a bug with the ModifyTicket setting. The user is able to > search for email addresses through the "People" area of a ticket, and > return a list of every email address known to rt. > I don't think this is a bug, more like a feature. RT makes the assumption that Privileged users are just that, privileged. What it seems you're attempting to do (setup mini-instances using queues) is not how RT is designed to operate (to my understanding). However, that being said, you should be able to add your own custom Rights to handle your situation. There may even be somebody who has done it already. -- Joshua Colson <[EMAIL PROTECTED]> ___ 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] cc only kinda working
Thank you for the response! I have the default already set up: "On Correspond Notify Requestors and Ccs with template Correspondence" and it does notify CC's that have been assigned below the message text bow, just not the one above it. -Original Message- From: Kristopher Lusk [mailto:[EMAIL PROTECTED] Sent: Wednesday, April 26, 2006 3:26 PM To: 'kate.wilson'; rt-users@lists.bestpractical.com Subject: RE: [rt-users] cc only kinda working You need a Scrip that says "On Correspond Notify Ccs with template Correspondence". You probably just have one that says "On Correspond Notify AdminCcs with template Correspondence". Kris -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of kate.wilson Sent: Wednesday, April 26, 2006 2:04 PM To: 'rt-users@lists.bestpractical.com' Subject: [rt-users] cc only kinda working I have RT 3.4.4 installed and has been used for a while now. Here's my problem: In a ticket that already exists, a user click reply. IF the user adds an email address into "CC" at the top of the ticket (right above the "subject" field) the email does not go to that recipient. Now, anyone that is on the "cc" list below the "Message" box on the ticket gets a copy of it just fine (i.e. the watch as cc people). What am i obviosuly overlooking here? Thanks! _Kate Wilson ___ 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 ___ 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] cc only kinda working
You need a Scrip that says "On Correspond Notify Ccs with template Correspondence". You probably just have one that says "On Correspond Notify AdminCcs with template Correspondence". Kris -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of kate.wilson Sent: Wednesday, April 26, 2006 2:04 PM To: 'rt-users@lists.bestpractical.com' Subject: [rt-users] cc only kinda working I have RT 3.4.4 installed and has been used for a while now. Here's my problem: In a ticket that already exists, a user click reply. IF the user adds an email address into "CC" at the top of the ticket (right above the "subject" field) the email does not go to that recipient. Now, anyone that is on the "cc" list below the "Message" box on the ticket gets a copy of it just fine (i.e. the watch as cc people). What am i obviosuly overlooking here? Thanks! _Kate Wilson ___ 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 ___ 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] cc only kinda working
I have RT 3.4.4 installed and has been used for a while now. Here's my problem: In a ticket that already exists, a user click reply. IF the user adds an email address into "CC" at the top of the ticket (right above the "subject" field) the email does not go to that recipient. Now, anyone that is on the "cc" list below the "Message" box on the ticket gets a copy of it just fine (i.e. the watch as cc people). What am i obviosuly overlooking here? Thanks! _Kate Wilson ___ 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] possible permissions (ModifyTicket) bug in 3.4.5?
Hello, We have been removing all global permissions from the Privileged user group on our RT install, to let some important customers have access to their own support queue. In doing this, we seem to have stumbled on what appears to be a bug with the ModifyTicket setting. The user is able to search for email addresses through the "People" area of a ticket, and return a list of every email address known to rt. Users in the CustnameEmployees group have the following permissions for their queue. The users are privileged, and I have spent most of the morning ensuring the Privleged group does not have any global rights. CreateTicket ReplyToTicket SeeQueue ShowTicket Watch Logging in as one of those users, I can see the queue, and open tickets, and I can not edit any values for the ticket information, as expected. However, when you click on the blue "People" bar at the top of a ticket, you can search for email addresses, and have valid addresses returned. The real danger comes when you search for people whose userid contains %. This returns a list of every email address known to rt. *Warning* this potentially puts a very big load on the server, and your browser. It seems that a user without ModifyTicket should not be able to search for email addresses, and nobody should be able to search for %. Has anyone else noticed this behavior? Thanks, Claude Schrader ps. thanks for RT, its been great for us. - we have managed to roll a number of legacy tools into it, having one place for everything *** Claude M. Schrader 302-295-4707 Network Technician 215-701-6500 x4707 Consult Dynamics/DCANet 888-4DCANet (888-432-2638) [EMAIL PROTECTED] http://www.dca.net pgpw6SNEiJjok.pgp Description: PGP signature ___ 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] My ShowConfigTab is missing!?!?
Title: My ShowConfigTab is missing!?!? Hi. This is fixed now. I am still not clear on what it was supposed to look like, or if what I did fixed anything. Its quite possible (likely?) that I just overlooked it in the first place. In any case, I added a line into the ACL table, following the examples already there and now I see the ShowConfigTab option in the permissions pull down lists. The queue admins can now see that Configuration link and all is well. -Brent IMPORTANT: The contents are intended for the named recipient(s) only and may contain information that is PRIVILEGED and/or CONFIDENTIAL. If you have received this email in error, please destroy all copies of this message and it's attachments and then notify the system manager or the sender immediately. Do not disclose the contents to anyone or make copies thereof. *** eSafe scanned this email for viruses, vandals, and malicious content. *** ___ 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] getting RT to work with mod_perl 2.0 (specifically on Centos 4) (updated wiki)
I just rebuild a box with the latest Centos and put RT on it. I ran into the usual problems with mod_perl 2.0, and didn’t remember how I solved it before, so I worked it out again. This time, I was smart enough to put it on the wiki! http://wiki.bestpractical.com/index.cgi?RPMInstall (incidentally, I used to be able to log into the wiki so that changes were flagged with my name, this time I couldn’t find a way to login. Does anyone know what’s up with that?) -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 [EMAIL PROTECTED] ___ 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]
Jörg Ungermann wrote:
> We have a urgent issue with search builder:
>
> In an customized Module we used SearchBuilder.
> What is does is: In order to allow People to enter new users we auto generate
> user Ids and use the Realname fpor display.
>
> In RT 3.4 on Mysql the code worked just fine.
I'd expect it to fail.
> On RT 3.4 on Postgres 8.0 we had the following error:
>
> It seems that SearchBuilder is not capable of getting
> $users->OrderBy(FIELD=>'id');
>
> Any ideas why this is happening?
>
>
> 282:
> my $users = new RT::Users($session{'CurrentUser'});
>
>
> 283:
> $users->OrderBy(FIELD=>'id');
>
>
You need a $users->UnLimit here.
> 284:
> my $user = $users->Last;
>
>
> 285:
> my $uid = $user->Id+1;
>
>
> 286:
> #my $uid='tst45';
>
>
> 287:
>
>
> 288:
> my $current_tab;
>
>
> 289:
> my $UserObj = new RT::User($session{'CurrentUser'});
>
>
> ...
>
>
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[rt-users]
We have a urgent issue with search builder:
In an customized Module we used SearchBuilder.
What is does is: In order to allow People to enter new users we auto generate
user Ids and use the Realname fpor display.
In RT 3.4 on Mysql the code worked just fine.
On RT 3.4 on Postgres 8.0 we had the following error:
It seems that SearchBuilder is not capable of getting
$users->OrderBy(FIELD=>'id');
Any ideas why this is happening?
START RT error message:
error:
Can't call method "Id" on an undefined value at
/usr/local/share/request-tracker3.4/html/Elements/CustomiseCreateUser.html line
285.
context:
...
281:
282:
my $users = new RT::Users($session{'CurrentUser'});
283:
$users->OrderBy(FIELD=>'id');
284:
my $user = $users->Last;
285:
my $uid = $user->Id+1;
286:
#my $uid='tst45';
287:
288:
my $current_tab;
289:
my $UserObj = new RT::User($session{'CurrentUser'});
...
code stack:
/usr/local/share/request-tracker3.4/html/Elements/CustomiseCreateUser.html:285
/usr/local/share/request-tracker3.4/html/autohandler:215
Can't call method "Id" on an undefined value at
/usr/local/share/request-tracker3.4/html/Elements/CustomiseCreateUser.html line
285.
Trace begun at /usr/share/perl5/HTML/Mason/Exceptions.pm line 129
HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "Id" on an
undefined value at
/usr/local/share/request-tracker3.4/html/Elements/CustomiseCreateUser.html line
285.^J') called at
/usr/local/share/request-tracker3.4/html/Elements/CustomiseCreateUser.html line
285
HTML::Mason::Commands::__ANON__('Create', 1, 'Create', 1) called at
/usr/share/perl5/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9e5d1b0)',
'Create', 1, 'Create', 1) called at /usr/share/perl5/HTML/Mason/Request.pm
line 1251
eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1245
HTML::Mason::Request::comp(undef, undef, 'Create', 1, 'Create', 1) called at
/usr/share/perl5/HTML/Mason/Request.pm line 914
HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x9d4c8c8)',
'Create', 1) called at /usr/local/share/request-tracker3.4/html/autohandler
line 215
HTML::Mason::Commands::__ANON__('Create', 1) called at
/usr/share/perl5/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9ca42a0)',
'Create', 1) called at /usr/share/perl5/HTML/Mason/Request.pm line 1246
eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1245
HTML::Mason::Request::comp(undef, undef, undef, 'Create', 1) called at
/usr/share/perl5/HTML/Mason/Request.pm line 459
eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 459
eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 411
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9d4c8c8)')
called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 165
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9d4c8c8)')
called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 832
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x85227c0)',
'Apache=SCALAR(0x8526494)') called at
/usr/share/request-tracker3.4/libexec/webmux.pl line 125
eval {...} at /usr/share/request-tracker3.4/libexec/webmux.pl line 125
RT::Mason::handler('Apache=SCALAR(0x8526494)') called at /dev/null line 0
eval {...} at /dev/null line 0
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[rt-users] Re: Displaying html pages without logging in
Michael Shanks wrote Hello I have created a page shared in /opt/rt3/html say test.html When I go to my URL Rt.domain.com/test.html It requests I login before I access this page, any way around this? Mike You should have a NoAuth directory underneath /opt/rt3/html. Pages put in there should not need authentication/authorization to access. Alternatively, if you did not put rt at the root of your htdocs, you can install docs outside of the RT root without (or with, if you choose) authentication/ authorization. Tom Payerle Dept of Physics University of Maryland College Park, MD 20742-4111 ___ 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
Fwd: [rt-users] Ticket Display Customizing
No sure about the first part of your question however to change the sort order and the number of tickets shown edit the the RT_SiteConfig file in the etc directory of the install folder. Set($MyTicketsLength, 20); Set($MyRequestsLength, 20); Change 20 to whatever amount you like... as for the sort order I am not sure... I know you can change it, you will have to modify one of the template I am pretty sure. On 4/21/06, Winn Johnston < [EMAIL PROTECTED]> wrote: I have found the custom files on old RT 3.0.1 they are located in /local/html/Elements. I tried just copying the files to the new 3.4.5 local/html/Elements directory, however that directory does not exist. So i created it, but i can't figure out how to activate them. Any ideas would be appreciated. Thanks winn johnston Winn Johnston <[EMAIL PROTECTED] > wrote: I have just completed upgrading from RT 3.0.1 to RT 3.4.5, My supervisor has asked me to show the priority level sorted from lowest to highest. I also noticed some diffrences on the layout of the main screen. RT 3.0.1 (layout left most part of the screen)10 highest priority tickets I own... 10 highest priority tickets I requested... 10 longest-neglected high-priority tickets... RT 3.4.5 (layout left most part of the screen)10 highest priority tickets I own10 newest unowned tickets Are the "10 highest priority tickets I requested..." and "10 longest-neglected high-priority tickets..." custom templates, or is there a way to configure this from within the program interface it self? Also changing how the sort takes place, again is this a custom mod or am i just missing some configuration tool? Thanks In Advance Winn Johnston Celebrate Earth Day everyday! Discover 10 things you can do to help slow climate change. Yahoo! Earth Day ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-usersCommunity 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.comWe're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html ___ 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
Fwd: [rt-users] RTFM
Have you set rights under, RTFM, Configuration, Global, Group rights? What is your current configuration under RTFM? On 4/26/06, Pablo Povarchik - FuturaHost.Com < [EMAIL PROTECTED]> wrote: Hello All priveleged users can access and configure RTFM even if there are no rights at all configured on it (RTFM). Non-privileged users cannot see the RTFM link at all, even if i triedall the permission configurations possible... Any hints?Thanks-- Pablo Povarchik de CarrasquedoQuality Colocation and Dedicated Servers servicesColocation facilities include Fremont California,London UK and Trento Italy+-- FuturaHost.Com (AS39317) - Industrial & Business Class ISP --+ | Web Hosting - Dedicated Servers - Colocation| [EMAIL PROTECTED] - http://futurahost.com/ - (+39) 0461 592710| Get a high quality full cabinet with 5Mbps full burst included |for only €700/month, availability also in London++ ___http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.comCommercial support: [EMAIL PROTECTED]Discover RT's hidden secrets with RT Essentials from O'Reilly Media.Buy a copy at http://rtbook.bestpractical.comWe're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html ___ 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
Fwd: [rt-users] rt mailgate reply to field
You set that in the Queue configuration..., Configuration, queues then select the queue and you can set Reply-To On 4/25/06, Winn Johnston < [EMAIL PROTECTED]> wrote: hello all, i am working on a development box, and the last thing i have to do is test the rt-mailgate. It seems like everything is working except for the replyto field. It still refrences the old box. example. [EMAIL PROTECTED] i need it to say [EMAIL PROTECTED] i am sure it is in the site config, but i just can't find it. thanks in advance winn johnston Talk is cheap. Use Yahoo! Messenger to make PC-to-Phone calls. Great rates starting at 1¢/min. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-usersCommunity 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.comWe're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html ___ 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] RTFM
Hello All priveleged users can access and configure RTFM even if there are no rights at all configured on it (RTFM). Non-privileged users cannot see the RTFM link at all, even if i tried all the permission configurations possible... Any hints? Thanks -- Pablo Povarchik de Carrasquedo Quality Colocation and Dedicated Servers services Colocation facilities include Fremont California, London UK and Trento Italy +-- FuturaHost.Com (AS39317) - Industrial & Business Class ISP --+ | Web Hosting - Dedicated Servers - Colocation | [EMAIL PROTECTED] - http://futurahost.com/ - (+39) 0461 592710 | Get a high quality full cabinet with 5Mbps full burst included |for only €700/month, availability also in London ++ ___ 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] Users being logged out.
I have been trying to figure this one out for weeks. When our users first log into RT they succeed but when you click on any link you are taken back to the login page. I looked at my logs and this is what I am getting in my rt.log: [Wed Apr 26 10:14:36 2006] [err]: Error loading user with id: RT::CurrentUser=HASH(0x3f76830)->Id (/www/webapps/rt3/lib/RT/CurrentUser.pm:146) and in my apache logs I am getting: [Wed Apr 26 06:14:36 2006] [error] [client 128.119.91.13] FastCGI: server "/www/webapps/rt3/bin/mason_handler.fcgi" stderr: [Wed Apr 26 10:14:36 2006] [err]: Error loading user with id: RT::CurrentUser=HASH(0x3f76830)->Id (/www/webapps/rt3/lib/RT/CurrentUser.pm:146) The load user method is being called with an undefined $self-Id Does anyone have any ideas as to what might cause this? RT 3.5.6 Apache 2.0 FastCGI Thank you, Davin Flatten ___ 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] Upgrading from 2.0.15 to the latest
I just started a new job and lo and behold I found they were using a VERY old version of RT, 2.0.15 Running on Mysql 3.24.57, RedHat 7.2 and Perl 5.6.1 So I started looking at upgrading to the latest. but the docs for 3.4.5 only goes back to 3.0.x :).. I'm considering going to 3.0.0 first and then do 3.4.5 after that. Any major snafus I should be aware of ? -- Per Kristiansen [EMAIL PROTECTED] ___ 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
