[rt-users] Customer access to rt
I want to allow customers to use the RT, too. Once RT receives an e-mail from a new emailadress, an RT-account should be automatically created (password generated randomly) for this email address. Then this authentication-info should be sent to the customer as a welcome message with a couple of instructions how to use the RT. So if the customer accesses the RT he should see all his open and closed tickets and can perform actions like close ticket, reopen ticket, reply. Is there any existing extension for rt? ___ 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] No confirmation for a new ticket
How can I create a rule that does not send any status-change-emails for a special incoming e-mail address? Eg: [EMAIL PROTECTED] - no notice of receipt and no ticket-close-email ___ 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] order of scrips
I am trying to do 2 things on ON CREATE First is extract custom fields then send an autoreply with the custom fields in the content of the email. When the scrip is setup for on create on both no matter what the description name is it is still sending the autoresponse first... -Original Message- From: Todd Chapman [mailto:[EMAIL PROTECTED] Sent: Friday, June 09, 2006 1:55 AM To: Lim, Justin Cc: RT-Users@lists.bestpractical.com Subject: Re: [rt-users] order of scrips Scrips can be ordered in 3.6. I think it does it by sorting on name. -Todd On Fri, Jun 09, 2006 at 12:41:31AM -0400, Lim, Justin wrote: Can the order of scrip execution be changed ? i have noticed that the autoreply email is sent first then the values from the customfields are taken in so when i try to put the contents of the customfields it does not display in the emails since the values are null due to the fact that the autoreply is sent first. i have tried to put the extract customfields scrip to run on create then autorespond to run on transition but that generates n-1 # of emails where n = # of customfields. is there a better way to handle this ? Thanks desperately looking for 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 ___ 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] Handling millions of tickets with RT?
Hi, The customer I'm working for has deployed a customized RT version 3.0.10 to handle incoming and outgoing customers emails. With the actual configuration and recent database optimisations (MySQL 4.0 on a 4 Gb RAM server, 3 web frontends), the system can handle about 700.000 tickets / 2.100.000 transactions and 100 simultaneous users without slowing down too much. But whenever this limit is reached every 3 or 4 months, we have to create another database instance and restart from scratch, which is a painful process technically speaking, and it causes some problems on the business side too (for example because the same tickets Id are being reused, or because a conversation started in one instance cannot be continued in the new, empty instance). With recent RT version is it possible to: handle millions of tickets tickets in a single databases? That is: keeping many years of history online. or Easily archive old tickets/transaction in another database, while keeping it online, and easily reachable by users? This way the main database would remain small and responsive, while historical data would still be available at the cost of a longer access time. And is there a migration path between RT 3.0.10 and the up to date release 3.4.5? And a last remark concerning the Wiki: yesterday I found lots of page content destroyed and replaced by spam! I reverted the content to the original one on 2 or 3 pages but I think it'd be best to password-protect the whole wiki. Regards -- Farzad FARID [EMAIL PROTECTED] Architecte Open Source / Pragmatic Source http://www.pragmatic-source.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] No confirmation for a new ticket
the clever hack is to create a user who has that email address as a username and no email address Best, Jesse -- This message was sent from my Treo. Please accept my apologies for its brevity and for any typos. -Original Message- From: =?iso-8859-1?Q?Uli_St=E4rk?= [EMAIL PROTECTED] Date: Friday, Jun 9, 2006 5:49 am Subject: [rt-users] No confirmation for a new ticket How can I create a rule that does not send any status-change-emails for a special incoming e-mail address? Eg: [EMAIL PROTECTED] - no notice of receipt and no ticket-close-email ___ 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] Adding external links to menus
I'm pretty sure we've fixed this in a more recent rt.
Best,
Jesse
--
This message was sent from my Treo. Please accept my apologies for its brevity
and for any typos.
-Original Message-
From: Millard, Matt [EMAIL PROTECTED]
Date: Thursday, Jun 8, 2006 4:59 pm
Subject: [rt-users] Adding external links to menus
I'd like to add some external links to the Tools menu for apps we use
to reset passwords, manage user and group id's etc. How do I link
externally? When I modify the local Tools/Elements/Tabs file to point
to the pages I end up with links that are relative.
For example:
http://rt.server.host.com/https://server2.host.com/cgi-bin/reset.cgi
my $tabs = { A = { title = loc('Password Reset'),
path =
'https://server2.host.com/cgi-bin/reset.cgi',
},
B = { 'title' = loc('Offline'),
path = 'Tools/Offline.html',
},
};
This is with RT 3.4.2
Matt
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[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!
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[rt-users] SelectRequestor Question
Hey Team, I just found the SelectRequestor code (http://wiki.bestpractical.com/index.cgi?SelectRequestor) which allows you to select a user when creating a ticket which is awesome! I can't tell you how many 'bad' users have been created by my operators because they fat fingered an email address! I have one question I'm not much of a coder (at all) and I'd like to remove the Organization piece of this code. All my users are internal to the Company, so the Org field is of no relevance to me. Is there any easy way to remove that and just have the username selectable? Thanks a bunch! -Stevo ___ 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!
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RE: [rt-users] Trying to use RTFM
Thanks. I manually edited the lines that were complaining based on a
reply I just received and that worked. I thought I had it configured as
you write here but I guess I had something misconfigured. It is working
now. Thanks for the replies.
Lamers, Dan [EMAIL PROTECTED] 06/09/06 2:00 PM
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!
___
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Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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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.
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Commercial support: [EMAIL PROTECTED]
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[rt-users] Global configuratiopn for AdminCc's
We have been using RT 3.4.4 on Oracle 9 (whatever) since it came out and I'm just now thinking why set up AdminCc privileges for each Queue when I can do it Globally? Dumb, I know. I should have thought of it before. Now, as I go about doing this, I noticed that at the Queue level, there is no SeeConfigTab right but there is at the Global level. When I removed all rights from the AdminCc role in all Queues and set up the Global privileges for AdminCc and applied the SeeConfigTab right, my AdminCc's (those users set up as an AdminCc watcher for each respective Queue) could not see the configuration option on their screens. Why is that? When I had them set up individually for each Queue, I had to give the individual user (the one named as AdminCc watcher in that Queue) that right as a user because it wasn't offered at the Queue level for AdminCcs. However, since it is at the global level I figured that would suffice. So what am I missing? Is there another right that must be granted in conjunction with the SeeConfigTab privilege? Kenn Crocker LBNL ___ 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] 3.6.x: http/https with the same RT instance?
On Fri, 2006-06-09 at 19:52 -0500, TechnoSophos wrote: Are you using mod_perl, fastcgi, or fcgid? Sorry, should have thought to include more info. CentOS 4.3 perl 5.8.5 FastCGI 2.4.2 apache 2.0.52 mysql 4.1.12 -- /Ole Craig Security Engineer 303-381-3802 (main support hotline) 303-381-3824 (my direct line) 303-381-3801 (fax) www.stillsecure.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
