Re: [rt-users] custom fileds via the command line interface
On Wed, May 03, 2006 at 04:54:58PM +0100, Michael Shanks wrote: Is it possible to insert/create/modify custom fields via the command line interface. Yes, as of RT 3.6preX. ___ 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] Which HTML::Format needed from CPAN for RTFM
I am trying to install RTFM on Fedora Core 4 the instructions say to: perl -MCPAN -e'install HTML::Format' When I do that it replies it can't find it and to try i /HTML::Format/ When I do that I get 14 responses cpan i /HTML::Format/ Module HTML::FormatData (E/EF/EFOLLEY/HTML-FormatData-0.10.tar.gz) Module HTML::FormatNroff (F/FJ/FJH/FormatNroff-0.11.tar.gz) Module HTML::FormatNroffSub (F/FJ/FJH/FormatNroff-0.11.tar.gz) Module HTML::FormatPS (S/SB/SBURKE/HTML-Format-2.04.tar.gz) Module HTML::FormatRTF (S/SB/SBURKE/HTML-Format-2.04.tar.gz) Module HTML::FormatTable (F/FJ/FJH/FormatNroff-0.11.tar.gz) Module HTML::FormatTableCell (F/FJ/FJH/FormatNroff-0.11.tar.gz) Module HTML::FormatTableCellNroff (F/FJ/FJH/FormatNroff-0.11.tar.gz) Module HTML::FormatTableNroff (F/FJ/FJH/FormatNroff-0.11.tar.gz) Module HTML::FormatTableRow (F/FJ/FJH/FormatNroff-0.11.tar.gz) Module HTML::FormatTableRowNroff (F/FJ/FJH/FormatNroff-0.11.tar.gz) Module HTML::FormatText (S/SB/SBURKE/HTML-Format-2.04.tar.gz) Module HTML::FormatText::WithLinks (S/ST/STRUAN/HTML-FormatText-WithLinks-0.06.tar.gz) Module HTML::Formatter (S/SB/SBURKE/HTML-Format-2.04.tar.gz) 14 items found Which one is needed or all they all needed? John J. Boris, Sr. JEN-A-SyS Administrator Archdiocese of Philadelphia 222 North 17th Street Philadelphia, Pa. 19103 Tel: 215-965-1714 Fax: 215-587-3525 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
[rt-users] How to send notify on resolve message to a specific non CC or AdminCC address
We currently are using a simple template/script to "Notify requestor,CC and Admincc on resolve" which sends a summary listing of a request's activity and states that it is resolved. How can I configurea script to send a copy of this "Notify on resolve" type message (or add to the original distribution of the message above) to a specific email address that isnot a CC or AdminCC, or associated with the request in any way. BasicallyI'd like to have a particular static email address receive a copy of all resolved notifications, but not receive any create, comment, etc. messages. Thanks, Todd ___ 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] Active Directory authentication
Hello RT-users list. I've got a request frommy manager to integrate RT's authentication mechanism (which I believe is handled within the RT database) with our Active Directory server. Is this at all possible/advisable? Has anyone heard of a user accomplishing such a thing before? Thanks for your help! ___ 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] User autocreation
At Wednesday 5/3/2006 02:17 PM, Phil Smith III wrote: We don't think we dare enable auto-user creation due to spam issues. But the usual flow is like this: 1) User emails [EMAIL PROTECTED] with an issue. 2) One of us creates an RT ticket, then replies, CCing RT, putting the [ourdomain #nnn] in the Subject. 3) Occasionally a customer is well-behaved enough to do a REPLY ALL, but that fails to update RT because the user isn't in RT. Is there an easy way (presumably a scrip) to say Any user that's ever been on a TO or CC list gets auto-added as an unprivileged user? I can't think of one - this info is hidden away in transactions and it would seem costly to trawl through all transactions each time a reply came in. The whole flow described seems prone to mistakes - for example, I'll guess people occasionally make typos when putting [ourdomain #nnn] in the Subject. The issue of customers doing reply or reply all isn't a question of good behavior - why should the customer be expected to know what your workflow is and that you need them to reply all? A good spam filter and a more conventional use of RT might work out better - Steve ___ 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] User autocreation
Phil,
We're really new to RT and encountered a different but similar problem
of email mapping. Though this probably won't solve your problem, it
might give you a hint on where to go. What we wanted for inbound email
was the following logic:
1) If the email is from an account in our domain (i.e. [EMAIL PROTECTED]), then
set the requestor to X (i.e. elg instead of [EMAIL PROTECTED]) and create the
account if necessary.
2) If the email comes from somewhere else but the email address is known
to the system (i.e. someone updated their profile), set the requestor to
that account.
3) For all other mail, set the requestor to a fixed account. In our
case, the account is called external_user.
We're still checking to see if/how we could do this with a Scrip but, in
the mean time, we created our own mail authentication module to handle
the logic. We created a new file in rt/lib/RT/Interface/Email/Auth
called BUMailFrom.pm which is a copy of the MailFrom.pm authentication
file and added a line to RT_SiteConfig.pm with:
@RT::MailPlugins = ( Auth::BUMailFrom );
The differences between BUMailFrom.pm and MailFrom.pm are:
$ diff BUMailFrom.pm MailFrom.pm
46c46
package RT::Interface::Email::Auth::BUMailFrom;
---
package RT::Interface::Email::Auth::MailFrom;
48a49,50
# This is what the ordinary, non-enhanced gateway does at the moment.
60d61
63,76c64
my $username;
if ( $Address =~ m/[EMAIL PROTECTED]/i ) {
$username = $Address;
$username =~ s/[EMAIL PROTECTED]//;
if ( $Name == $Address ) {
$name = $username;
}
$CurrentUser-LoadByName($username);
}
unless ( $CurrentUser-Id ) {
$CurrentUser-LoadByEmail($Address);
}
---
$CurrentUser-LoadByEmail($Address);
82,87d69
unless ( $CurrentUser-Id ) {
if ( !( $Address =~ m/[EMAIL PROTECTED]/i )) {
$CurrentUser-LoadByName(external_user);
}
}
90a73
97c80
$RT::Logger-crit( Auth::BUMailFrom couldn't find the
'Unprivileged' internal group );
---
$RT::Logger-crit( Auth::MailFrom couldn't find the
'Unprivileged' internal group );
104c87
$RT::Logger-crit( Auth::BUMailFrom couldn't find the
'Everyone' internal group);
---
$RT::Logger-crit( Auth::MailFrom couldn't find the
'Everyone' internal group);
189,194c172
if ( $Address =~ m/[EMAIL PROTECTED]/i ) {
$CurrentUser = CreateUser( $username, $Address, $Name, $Address,
$args{'Message'} );
}
else {
$CurrentUser = CreateUser( undef, $Address, $Name, $Address,
$args{'Message'} );
}
---
$CurrentUser = CreateUser( undef, $Address, $Name, $Address,
$args{'Message'} );
This seems to work in our testbed but, as we haven't put the system into
production yet, I can't yet tell you if there are any oddities.
Eric Gauthier
Network Engineer
617-353-8218 ~^~ [EMAIL PROTECTED]
Boston University - Office of IT
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Phil
Smith III
Sent: Wednesday, May 03, 2006 2:18 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] User autocreation
We don't think we dare enable auto-user creation due to spam issues.
But the usual flow is like this:
1) User emails [EMAIL PROTECTED] with an issue.
2) One of us creates an RT ticket, then replies, CCing RT, putting the
[ourdomain #nnn] in the Subject.
3) Occasionally a customer is well-behaved enough to do a REPLY ALL, but
that fails to update RT because the user isn't in RT.
Is there an easy way (presumably a scrip) to say Any user that's ever
been on a TO or CC list gets auto-added as an unprivileged user?
___
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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
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___
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] User autocreation
Well...ok. I'm not clear on a few things: - How do typos in the Subject: affect this? Typos mean extra tickets if it doesn't recognize the magic string; what else will they affect? - I was being semi-facetious about well-behaved, but your point is well taken. I guess I could just remember to forward every note they send me back to RT, but that's also error-prone. - What do you mean by a more conventional use of RT? ...phsiii -Original Message- From: Stephen Turner [mailto:[EMAIL PROTECTED] Sent: Wednesday, May 03, 2006 2:57 PM To: Phil Smith III; rt-users@lists.bestpractical.com Subject: Re: [rt-users] User autocreation At Wednesday 5/3/2006 02:17 PM, Phil Smith III wrote: We don't think we dare enable auto-user creation due to spam issues. But the usual flow is like this: 1) User emails [EMAIL PROTECTED] with an issue. 2) One of us creates an RT ticket, then replies, CCing RT, putting the [ourdomain #nnn] in the Subject. 3) Occasionally a customer is well-behaved enough to do a REPLY ALL, but that fails to update RT because the user isn't in RT. Is there an easy way (presumably a scrip) to say Any user that's ever been on a TO or CC list gets auto-added as an unprivileged user? I can't think of one - this info is hidden away in transactions and it would seem costly to trawl through all transactions each time a reply came in. The whole flow described seems prone to mistakes - for example, I'll guess people occasionally make typos when putting [ourdomain #nnn] in the Subject. The issue of customers doing reply or reply all isn't a question of good behavior - why should the customer be expected to know what your workflow is and that you need them to reply all? A good spam filter and a more conventional use of RT might work out better - Steve ___ 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] User autocreation
At Wednesday 5/3/2006 03:44 PM, Phil Smith III wrote: Well...ok. I'm not clear on a few things: - How do typos in the Subject: affect this? Typos mean extra tickets if it doesn't recognize the magic string; what else will they affect? I just meant what you describe - typos will mean that replies don't get appended to the correct ticket, they will generate new tickets. - I was being semi-facetious about well-behaved, but your point is well taken. I guess I could just remember to forward every note they send me back to RT, but that's also error-prone. - What do you mean by a more conventional use of RT? Hello Phil, I was thinking that the [EMAIL PROTECTED] address would be a feed into RT and that autocreation would be turned on (assuming you solve the spam problem outside of RT). The scrips would take care of notifying your staff and directing mail to the customer. Then, any reply would automatically come back to RT and be added to the right ticket. It sounds like you're using your email list as the primary means of communication, and that RT is just a back-end archive. Trouble is, it's impossible to ensure that all the email correspondence gets into RT attached to the right ticket. I'm even wondering if using RT is overkill in this situation - perhaps an archive of mail sent to your email list would work as well? Steve ___ 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] Apologies
Found the contribution relating to my request. Thanks list! ___ 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] User autocreation
I agree with Stephen, but if you're going to use current scheme then: * you staff should fill requestor field with customer's email and RT would autocreate user * look into ParseTicketForCc option in the config, but I don't remember if it works replis/comments * this discussion a bit of off-topic for rt-devel@ On 5/3/06, Phil Smith III [EMAIL PROTECTED] wrote: We don't think we dare enable auto-user creation due to spam issues. But the usual flow is like this: 1) User emails [EMAIL PROTECTED] with an issue. 2) One of us creates an RT ticket, then replies, CCing RT, putting the [ourdomain #nnn] in the Subject. 3) Occasionally a customer is well-behaved enough to do a REPLY ALL, but that fails to update RT because the user isn't in RT. Is there an easy way (presumably a scrip) to say Any user that's ever been on a TO or CC list gets auto-added as an unprivileged user? ___ 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
RE: [rt-users] Home Page Queries
Hello again, So Is that a no? Or has this been asked before and I just need to look deeper into the archives? Oh by the way, my version number is 3.2.2. Someone else mentioned that if I had version 3.5 or above, this would be an easy task. Unfortunately, I dont. Please Advise, Kris From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Kristopher Lusk Sent: Tuesday, May 02, 2006 3:54 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Home Page Queries Hello List, Is it possible to show multiple user queries on the home page? For instance, in addition to the 20 Highest Priority Tickets I Own, I want to show the: - 20 Longest Ignored Tickets I Own (determined by the amount of time they have gone without any updates), and the - 20 Oldest Tickets I Own (determined by their date created) Would this be something that could be done? If so, would you please tell me how? In very specific laymens terms please J Thanks, Kris ___ 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] Active Directory authentication
Joe, Im doing lookups and authentication against a windows 2003 AD server using Jim Meyers LDAP overlay: http://wiki.bestpractical.com/index.cgi?LDAP -Matt From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Joe Hammerman Sent: Wednesday, May 03, 2006 1:00 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Active Directory authentication Hello RT-users list. I've got a request frommy manager to integrate RT's authentication mechanism (which I believe is handled within the RT database) with our Active Directory server. Is this at all possible/advisable? Has anyone heard of a user accomplishing such a thing before? Thanks for your help! ___ 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
