[rt-users] RT CLI and multiple lines
Hi RT Users,
again a question/problem with RT CLI, again mulitple lines. I'm trying
to create a ticket in interactive mode (-e) with more then one line of
text.
I'm using this: /opt/rt3/bin/rt create -t ticket -e set subject='TEST
30.5.2007 from CLI' and this brings me to the Editor:
# Required: id, Queue
id: ticket/new
Queue: General
Requestor: root
Subject: TEST 30.5.2007 from CLI
Cc: [EMAIL PROTECTED]
AdminCc:
Owner: root
Status: new
Priority: 50
InitialPriority: 20
FinalPriority: 90
TimeEstimated:
Starts: 2007-05-30 08:05:29
Due: 2007-05-31 08:05:29
Text: ONE LINE
In this case, with one line it works well, but if I try to set another
line (CR/LF) it brings this:
# Please resubmit with errors corrected.
--
# Syntax error.
id: ticket/new
Queue: General
Requestor: root
Subject: TEST2 30.5.2007 from CLI
Cc:
AdminCc:
Owner:
Status: new
Priority:
InitialPriority:
FinalPriority:
TimeEstimated:
Starts: 2007-05-30 08:08:12
Due: 2007-05-30 08:08:12
Text: LINE 1 and RETURN after
Line2
Line3
I have checked the rt cli tool for this hint from Philip klime I think:
--- bin/rt 2006-09-28 08:53:43.0 -0400
+++ /opt/rt3/bin/rt 2006-09-25 10:48:09.0 -0400
@@ -388,7 +388,7 @@
elsif (/^set$/i) {
my $vars = 0;
-while (@ARGV $ARGV[0] =~ /^($field)([+-]?=)(.*)$/xms)
{
+while (@ARGV $ARGV[0] =~ /^($field)([+-]?=)(.*)$/) {
my ($key, $op, $val) = ($1, $2, $3);
my $hash = ($op eq '=') ? \%set : ($op =~ /^\+/) ?
\%add : \%del;
The line looks correct.
Any ideas? How do you use the RT CLI with more then one line of text? Do
I something wrong?
Thanks
Torsten
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[rt-users] Can't send mail from RT tried everything
Hi, Please could someone assist, running RT 3.6.3 ,can't get RT to send out the emails,using exim ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT CLI and multiple lines
Hi Torsten,
this has been discussed a while back:
http://lists.fsck.com/pipermail/rt-devel/2006-May/008448.html
- Dmitri.
Ham MI-ID, Torsten Brumm wrote:
Hi RT Users,
again a question/problem with RT CLI, again mulitple lines. I’m trying
to create a ticket in interactive mode (-e) with more then one line of text.
I’m using this: /opt/rt3/bin/rt create -t ticket -e set subject='TEST
30.5.2007 from CLI' and this brings me to the Editor:
# Required: id, Queue
id: ticket/new
Queue: General
Requestor: root
Subject: TEST 30.5.2007 from CLI
Cc: [EMAIL PROTECTED]
AdminCc:
Owner: root
Status: new
Priority: 50
InitialPriority: 20
FinalPriority: 90
TimeEstimated:
Starts: 2007-05-30 08:05:29
Due: 2007-05-31 08:05:29
Text: ONE LINE
In this case, with one line it works well, but if I try to set another
line (CR/LF) it brings this:
# Please resubmit with errors corrected.
--
# Syntax error.
id: ticket/new
Queue: General
Requestor: root
Subject: TEST2 30.5.2007 from CLI
Cc:
AdminCc:
Owner:
Status: new
Priority:
InitialPriority:
FinalPriority:
TimeEstimated:
Starts: 2007-05-30 08:08:12
Due: 2007-05-30 08:08:12
Text: LINE 1 and RETURN after
Line2
Line3
I have checked the rt cli tool for this hint from Philip klime I think:
--- bin/rt 2006-09-28 08:53:43.0 -0400
+++ /opt/rt3/bin/rt 2006-09-25 10:48:09.0 -0400
@@ -388,7 +388,7 @@
elsif (/^set$/i) {
my $vars = 0;
-while (@ARGV $ARGV[0] =~ /^($field)([+-]?=)(.*)$/xms) {
+while (@ARGV $ARGV[0] =~ /^($field)([+-]?=)(.*)$/) {
my ($key, $op, $val) = ($1, $2, $3);
my $hash = ($op eq '=') ? \%set : ($op =~ /^\+/) ?
\%add : \%del;
The line looks correct.
Any ideas? How do you use the RT CLI with more then one line of text? Do
I something wrong?
Thanks
Torsten
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[rt-users] LDAP and CommandByMail Incompatible?
I went through the installation instructions for CommandByMail (0.05) and got that working well. I then went through the installation instructions for LDAP to connect RT to our Active Directory. I am able to successfully authenticate to RT as an AD user, and I see the full AD account details in the log file during a login so I know that LDAP integration is working. But I stopped receiving emails from the RT system, and sending an email to it started bouncing with Could not load a valid user. I could watch the email through the mail system all the way to the rt-mailgate call, and the logs didn't show any abnormal messages, but still no correspondence. If I disable the CommandByMail extension in the config file, emails flow in both directions as expected. Does anyone have both the LDAP integration and CommandByMail extension working in the same RT installation? If so, did you have to do anything special to get the email to work? Eric ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] No Callbacks Showing on RT 3.4.2
I feel embarrassed to ask this, but I just did a fresh RT 3.4.2 install on a RHEL 4 machine and put my customizations in place, and I'm getting my modified Mason components Perl overlays, but not my Callbacks. I can't figure out why the callbacks are not showing up. My callbacks are under the path: $RT_HOME/local/html/Callbacks/mit All files directories under there are owned by root:root and permissions are 755 for dirs, 644 for files. These are the same permissions as for the other mason pieces under local/html, so I'm fairly sure it's not a permissions issue. I originally installed Mason 1.35 and saw Mason/Resolver/File.pm errors in the RT log - I guessed that his was causing the problem, so I downloaded Mason 1.29_02 and installed that. I removed the mason cache, stopped started Apache and the error messages have gone, but still no callbacks. The pieces are: RT 3.4.2 Perl v5.8.5 under linux Apache v1.27; HTML::Mason v1.29_02 mod_perl v1.30 mysql Thanks for any assistance, Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IST) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Can't send mail from RT tried everything
Mohammed Sirkhot wrote: Hi, Please could someone assist, running RT 3.6.3 ,can’t get RT to send out the emails,using exim can you post the output from your logs please ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] No Callbacks Showing on RT 3.4.2
On May 30, 2007, at 9:45 AM, Stephen Turner wrote: I feel embarrassed to ask this, but I just did a fresh RT 3.4.2 install on a RHEL 4 machine and put my customizations in place, and I'm getting my modified Mason components Perl overlays, but not my Callbacks. I can't figure out why the callbacks are not showing up. My callbacks are under the path: $RT_HOME/local/html/Callbacks/mit All files directories under there are owned by root:root and permissions are 755 for dirs, 644 for files. These are the same permissions as for the other mason pieces under local/html, so I'm fairly sure it's not a permissions issue. I originally installed Mason 1.35 and saw Mason/Resolver/File.pm errors in the RT log - I guessed that his was causing the problem, so I downloaded Mason 1.29_02 and installed that. I removed the mason cache, stopped started Apache and the error messages have gone, but still no callbacks. Somewhere around there, for both that ancient RT and ancient Mason, there were changes to Mason's internals that broke Callbacks. Updating mason and the Elements/Callback should improve things. The pieces are: RT 3.4.2 Perl v5.8.5 under linux Apache v1.27; HTML::Mason v1.29_02 mod_perl v1.30 mysql Thanks for any assistance, Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IST) ___ 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 PGP.sig Description: This is a digitally signed message part ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] No Callbacks Showing on RT 3.4.2
At Wednesday 5/30/2007 01:18 PM, Jesse Vincent wrote: Somewhere around there, for both that ancient RT and ancient Mason, there were changes to Mason's internals that broke Callbacks. Updating mason and the Elements/Callback should improve things. Yes, that was it, thanks. I didn't go quite far enough back with Mason - v 1.28 fixed the problem. Thanks, 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
Re: [rt-users] RT CLI and multiple lines
I think the confusion is the two modes. The link I originally sent:
http://lists.bestpractical.com/pipermail/rt-devel/2006-September/008882.html
is a fix for multiple lines provided on the command-line without
invoking an editor.
The item in the post below addresses multiple lines when using the
editor (the -e). In that case, you just need to indent the lines after
the first.
Jim
Dmitri Tikhonov wrote:
Hi Torsten,
this has been discussed a while back:
http://lists.fsck.com/pipermail/rt-devel/2006-May/008448.html
- Dmitri.
Ham MI-ID, Torsten Brumm wrote:
Hi RT Users,
again a question/problem with RT CLI, again mulitple lines. I’m trying
to create a ticket in interactive mode (-e) with more then one line of
text.
I’m using this: /opt/rt3/bin/rt create -t ticket -e set subject='TEST
30.5.2007 from CLI' and this brings me to the Editor:
# Required: id, Queue
id: ticket/new
Queue: General
Requestor: root
Subject: TEST 30.5.2007 from CLI
Cc: [EMAIL PROTECTED]
AdminCc:
Owner: root
Status: new
Priority: 50
InitialPriority: 20
FinalPriority: 90
TimeEstimated:
Starts: 2007-05-30 08:05:29
Due: 2007-05-31 08:05:29
Text: ONE LINE
In this case, with one line it works well, but if I try to set another
line (CR/LF) it brings this:
# Please resubmit with errors corrected.
--
# Syntax error.
id: ticket/new
Queue: General
Requestor: root
Subject: TEST2 30.5.2007 from CLI
Cc:
AdminCc:
Owner:
Status: new
Priority:
InitialPriority:
FinalPriority:
TimeEstimated:
Starts: 2007-05-30 08:08:12
Due: 2007-05-30 08:08:12
Text: LINE 1 and RETURN after
Line2
Line3
I have checked the rt cli tool for this hint from Philip klime I think:
--- bin/rt 2006-09-28 08:53:43.0 -0400
+++ /opt/rt3/bin/rt 2006-09-25 10:48:09.0 -0400
@@ -388,7 +388,7 @@
elsif (/^set$/i) {
my $vars = 0;
-while (@ARGV $ARGV[0] =~ /^($field)([+-]?=)(.*)$/xms) {
+while (@ARGV $ARGV[0] =~ /^($field)([+-]?=)(.*)$/) {
my ($key, $op, $val) = ($1, $2, $3);
my $hash = ($op eq '=') ? \%set : ($op =~ /^\+/) ?
\%add : \%del;
The line looks correct.
Any ideas? How do you use the RT CLI with more then one line of text?
Do I something wrong?
Thanks
Torsten
___
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--
Jim Brandt
Administrative Computing Services
University at Buffalo
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Re: [rt-users] RT 4
On Fri, 2007-05-25 at 11:31 +0930, Tom Lanyon wrote: RT is currently *not* a customer database, it is a ticketing system. We are getting pressured to move to systems like NetSuite or SugarCRM because they have built in ticketing systems providing similar functionality to RT and also manage all of the customer information and relations. I convinced management to try my skunkworks RT installation because SugarCRM was absolutely unusable for trouble ticket tracking. (It takes me 20 seconds to open a ticket in RT; it took me over three minutes in SugarCRM running on quite nice hardware.) We've since moved back to SalesForce for sales engagements and we're using RT for customer-facing support and we're on the whole happier, although there are complaints about stuff missing from RT (the present topic -- associating several 'users' with a single 'customer' -- and emailable reporting are the two biggies.) -- /Ole Craig Security Engineer Team lead, customer support [EMAIL PROTECTED] 303-381-3824 direct 303-381-3802 support 303-381-3880 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
[rt-users] duplicate e-mail
We have RT setup so any correspondence will be added as a Cc. No duplicate is being sent if the owner is Nobody. Once the ticket is owned by somebody that is already a Cc then duplicate comes. Please help, thanks. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] duplicate e-mail
http://wiki.bestpractical.com/?ScripAction On 5/31/07, slamp slamp [EMAIL PROTECTED] wrote: We have RT setup so any correspondence will be added as a Cc. No duplicate is being sent if the owner is Nobody. Once the ticket is owned by somebody that is already a Cc then duplicate comes. Please help, thanks. ___ 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 -- 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
Re: [rt-users] Adding Delete Button
To follow up with a late reply on this thread,
I wanted to do the same thing as Bill.
I poked around for a while but was not successful in adding a delete
button.
However, I did improve the situation; i added a delete link that
takes me to a resolve page with status preselected as delete.
It was a simple change to the html/Elements/MyRequests file. Diff
below, or at http://people.internet2.edu/~danno/rt
--- MyRequests 2006-04-17 16:39:03.0 -0400
+++ MyRequests.orig 2005-02-01 09:20:40.0 -0500
@@ -47,17 +47,13 @@
title = loc([_1] newest unowned tickets, $rows),
title_href = Search/Results.html.$QueryString
/Elements/TicketList,
-Format = 'a href=\$RT::WebPath/Ticket/Display.html?
id=__id__\__id__/a/TITLE:#',
- 'a href=\$RT::WebPath/Ticket/Display.html?id=__id__
\__Subject__/a/TITLE:Subject',
- QueueName,
- ExtendedStatus,
- CreatedRelative,
- 'A HREF=\$RT::WebPath/Ticket/Display.html?Action=Takeid=__id__
\Take/a/TITLE:nbsp;'.'A HREF=\$RT::WebPath/Ticket/Update.html?
Action=CommentDefaultStatus=deletedid=__id__\Delete/a/
TITLE:nbsp;' ,
+Format = 'a href=\$RT::WebPath/Ticket/Display.html?
id=__id__\__id__/a/TITLE:#', 'a href=\$RT::WebPath/Ticket/
Display.html?id=__id__\__Subject__/a/TITLE:Subject', QueueName,
ExtendedStatus, CreatedRelative, 'A HREF=\$RT::WebPath/Ticket/
Display.html?Action=Takeid=__id__\.loc('Take')./a/
TITLE:nbsp;' ,
Query = $Query,
OrderBy = 'Created',
Order = 'DESC',
ShowNavigation = 0,
Rows = $rows
+
/
%init
On Apr 30, 2007, at 12:16 PM, William (Bill) Triest wrote:
Basically a lot of spam gets through our spam filtering and ends up
in rt. We hacked an older version of rt to have a delete button to
the right of the take button under RT at a glance so we could
easily delete spam. I've been trying to find the right way to do
add it back to our current version (3.6.3).
If you go to Customize N newest unowned tickets, you can add new
Columns. For the link option you have Display or Take. I think I
just need to add a delete option, and then add a Column (similar to
the loc(Take) that's currently in there). Is this correct? If so,
for the life of me I can't find what I need to edit it, and would
appreciate some one pointing me in the right direction.
--Bill Triest
Systems Specialist
Department of Chemistry
The Ohio State University
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[rt-users] modify ticket / resolve ticket
Hello . I finished installing and testing rt 3.6.3 with success and made some tests and everything seems good. I have an helpdesk staff to whom i want to assign trouble tickets individually, allow them to reply, comment, own... the usual... But i want to prevent them from modifying the ticket (change ownership by instance) without preventing them to resolve the ticket. If i grant them the modify thicket right they can resolve the ticket but at the same time they can change owner... Is there any way to do resolve ticket without having the modify ticket right? I have searched the mailing list but i am still without solution. Thanks Nuno Silva ___ 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
