Re: [rt-users] Due Date in Ticket Creation Page

[Stephen Cochran]

Hmm, I'm not seeing the advanced option in the SelfService interface.
Running 3.6.3, am I being blind?

On Thu, Apr 3, 2008 at 2:31 AM, Ruslan Zakirov <[EMAIL PROTECTED]>
wrote:

> It's already there. You just have to click show advanced there on
> ticket create page.
>
> On Thu, Apr 3, 2008 at 7:42 AM, Stephen Cochran
> <[EMAIL PROTECTED]> wrote:
> >
> >  Has anyone hacked the Create ticket form to show the due date? Can
> >  easily create a custom field that shows on the entry form, but seems
> >  silly since the ticket object already has a due date.
> >
> >
> >  In the archives I noticed a lot posts referencing using PHP etc as a
> >  front end and just having the forms send mail to RT to be processed
> >  in. Is that typical, ie what most people do to provide a more flexible
> >  interface (ajax, etc)?
> >
> >  Thanks,
> >  Steve
> >  ___
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> >
> >  Community help: http://wiki.bestpractical.com
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> >
>
>
>
> --
> Best regards, Ruslan.
>
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Re: [rt-users] Self Service Permissions

[Stephen Cochran]

Well, the self-service interface I'm talking about is when an  
unprivilidged user logs in, they see a different interface loaded out  
of /SelfService/index.html. It displays only their submitted requests.



On Apr 3, 2008, at 1:17 PM, Kenneth Crocker wrote:
> Stephen,
>
>
>   I could easily be mistaken, but I thought self-service referred to  
> email requests. I don't even know how someone could SEE anything  
> from an email request. I thought one had to use the WebUI to SEE  
> anything in RT.
>
>
> Kenn
> LBNL
>
> On 4/2/2008 8:22 PM, Stephen Cochran wrote:
>> Our unprivileged users can't see the queue names (we have multiple   
>> queues) in the Self Service interface, the field is just blank.  
>> What  permission is needed to see that field? Currently set up with:
>> unprivileged:
>>  CreateTicket
>>  SeeQueue
>> requester:
>>  ReplyToTicket
>>  ShowTicket
>> Thanks,
>> Steve
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Re: [rt-users] Global or Queue scrips first?

[Ruslan Zakirov]

May be there is different "issue". All scrips are prepared first and
then committed. Notification action collect recipients of the email
during prepare when scrips must change data only during commit.

Close to your situation?

On Mon, Apr 7, 2008 at 11:41 PM, Jean-Sebastien Morisset
<[EMAIL PROTECTED]> wrote:
> Thanks Ruslan, but all my scrips have descriptions... Here's an example:
>
>  Scrips which apply to all queues
>
> * On Merge Notify Requestors, Ccs and Owner with template Merged Ticket
>   User Defined Notify Requestors, Ccs and Owner with template Merged 
> Ticket
> * On Status Change and Status is rejected or deleted, Notify Requestors
>   User Defined Notify Requestors with template Ticket Rejected or Deleted
> * On Status Change and Status is stalled, Notify Requestors
>   User Defined Notify Requestors with template Status Change
> * On Resolve Notify Requestors and Ccs with template Resolved
>   On Resolve Notify Requestors and Ccs with template Resolved
> * On Correspond Notify Requestors, Ccs and Owner with template 
> Correspondence
>   On Correspond Notify Requestors, Ccs and Owner with template 
> Correspondence
> * On Correspond Notify Other Recipients with template Correspondence
>   On Correspond Notify Other Recipients with template Correspondence
> * On Correspond Open Tickets with template Blank
>   On Correspond Open Tickets with template Blank
> * On Owner Change Notify Owner and Requestors with template Owner Change
>   On Owner Change Notify Owner and Requestors with template Owner Change
> * On ApprovlReq Notify Requestors and Ccs with template Approval Required
>   On ApprovlReq Notify Requestors and Ccs with template Approval Required
> * On ApprovlReq Create Tickets with template Create Approval
>   On ApprovlReq Create Tickets with template Create Approval
> * A. On Create Extract Custom Field Values with template On Create 
> Extract Values
>   On Create Extract Custom Field Values with template On Create Extract 
> Values
> * On Owner Change Auto Cc Last Owner with template Blank
>   On Owner Change User Defined with template Blank
> * B. On Create Notify Owner with template Added to Queue with Owner
>   On Create Notify Owner with template Added to Queue with Owner
> * On Status Change from resolved to open, Notify Owner and Requestors
>   User Defined Notify Owner and Requestors with template Re-opened
>
>  Current Scrips
>
> On Create and Owner is Nobody, Notify Unix with template Added to Queue
> User Defined Notify Group Unix with template Added to Queue
>
> On Create from E-mail, Autoreply To Requestors with template Autoreply
> User Defined Autoreply To Requestors with template Autoreply
>
> On Owner Change Notify Group Unix with template Owner Change
> On Owner Change Notify Group Unix with template Owner Change
>
> On Queue Change Notify Group Unix with template Moved to Queue
> On Queue Change Notify Group Unix with template Moved to Queue
>
>  As you can see, the global ones are not sorted, even though they have
>  descriptions...
>
>  If this is just a display thing, I don't mind, but I would expect the
>  following execution order:
>
>  Global:
> * A. On Create Extract Custom Field Values with template On Create 
> Extract Values
>  Queue:
> On Create and Owner is Nobody, Notify Unix with template Added to Queue
>
>  But in fact the queue scrip appears to get executed first.
>
>  Thanks,
>  js.
>
>
>
>  On Mon, Apr 07, 2008 at 11:34:24PM +0400, Ruslan Zakirov wrote:
>  > All are sorted by description, however descriptions of many (may be
>  > all) default scrips are not defined and those are executed first on
>  > mysql and last on Pg, Oracle. Difference caused by difference in
>  > treating NULL values. In 3.8 upgrade scripts we have code that
>  > auto-generate descriptions for all scrips which have it undefined. You
>  > can steal it from etc/upgrade in our svn repo.
>  >
>  > On Mon, Apr 7, 2008 at 9:09 PM, Jean-Sebastien Morisset
>  > <[EMAIL PROTECTED]> wrote:
>  >> Which are executed first, the Global or Queue scrips in v3.6.6? Is there
>  >>  a way to control which ones go first? I know the description is used to
>  >>  sort the scrips, but I have some queue scrips which seem to run before
>  >>  some globals (which should come first if/when sorted).
>  >>
>  >>  Thanks!
>  >>  js.
>  >>  --
>  >>  Jean-Sebastien Morisset, Sr. UNIX Administrator <[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
>  >>
>  >
>  >
>  >
>  > --
>  > Best regards, Ruslan.
>  >
>
>  --
>

Re: [rt-users] Global or Queue scrips first?

[Jean-Sebastien Morisset]

Thanks Ruslan, but all my scrips have descriptions... Here's an example:

Scrips which apply to all queues

* On Merge Notify Requestors, Ccs and Owner with template Merged Ticket
  User Defined Notify Requestors, Ccs and Owner with template Merged Ticket
* On Status Change and Status is rejected or deleted, Notify Requestors
  User Defined Notify Requestors with template Ticket Rejected or Deleted
* On Status Change and Status is stalled, Notify Requestors
  User Defined Notify Requestors with template Status Change
* On Resolve Notify Requestors and Ccs with template Resolved
  On Resolve Notify Requestors and Ccs with template Resolved
* On Correspond Notify Requestors, Ccs and Owner with template 
Correspondence
  On Correspond Notify Requestors, Ccs and Owner with template 
Correspondence
* On Correspond Notify Other Recipients with template Correspondence
  On Correspond Notify Other Recipients with template Correspondence
* On Correspond Open Tickets with template Blank
  On Correspond Open Tickets with template Blank
* On Owner Change Notify Owner and Requestors with template Owner Change
  On Owner Change Notify Owner and Requestors with template Owner Change
* On ApprovlReq Notify Requestors and Ccs with template Approval Required
  On ApprovlReq Notify Requestors and Ccs with template Approval Required
* On ApprovlReq Create Tickets with template Create Approval
  On ApprovlReq Create Tickets with template Create Approval
* A. On Create Extract Custom Field Values with template On Create Extract 
Values
  On Create Extract Custom Field Values with template On Create Extract 
Values
* On Owner Change Auto Cc Last Owner with template Blank
  On Owner Change User Defined with template Blank
* B. On Create Notify Owner with template Added to Queue with Owner
  On Create Notify Owner with template Added to Queue with Owner
* On Status Change from resolved to open, Notify Owner and Requestors
  User Defined Notify Owner and Requestors with template Re-opened

Current Scrips

On Create and Owner is Nobody, Notify Unix with template Added to Queue
User Defined Notify Group Unix with template Added to Queue

On Create from E-mail, Autoreply To Requestors with template Autoreply
User Defined Autoreply To Requestors with template Autoreply

On Owner Change Notify Group Unix with template Owner Change
On Owner Change Notify Group Unix with template Owner Change

On Queue Change Notify Group Unix with template Moved to Queue
On Queue Change Notify Group Unix with template Moved to Queue

As you can see, the global ones are not sorted, even though they have
descriptions...

If this is just a display thing, I don't mind, but I would expect the
following execution order:

Global:
* A. On Create Extract Custom Field Values with template On Create Extract 
Values
Queue:
On Create and Owner is Nobody, Notify Unix with template Added to Queue

But in fact the queue scrip appears to get executed first.

Thanks,
js.

On Mon, Apr 07, 2008 at 11:34:24PM +0400, Ruslan Zakirov wrote:
> All are sorted by description, however descriptions of many (may be
> all) default scrips are not defined and those are executed first on
> mysql and last on Pg, Oracle. Difference caused by difference in
> treating NULL values. In 3.8 upgrade scripts we have code that
> auto-generate descriptions for all scrips which have it undefined. You
> can steal it from etc/upgrade in our svn repo.
> 
> On Mon, Apr 7, 2008 at 9:09 PM, Jean-Sebastien Morisset
> <[EMAIL PROTECTED]> wrote:
>> Which are executed first, the Global or Queue scrips in v3.6.6? Is there
>>  a way to control which ones go first? I know the description is used to
>>  sort the scrips, but I have some queue scrips which seem to run before
>>  some globals (which should come first if/when sorted).
>> 
>>  Thanks!
>>  js.
>>  --
>>  Jean-Sebastien Morisset, Sr. UNIX Administrator <[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
>> 
> 
> 
> 
> -- 
> Best regards, Ruslan.
> 

-- 
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Re: [rt-users] Global or Queue scrips first?

[Ruslan Zakirov]

All are sorted by description, however descriptions of many (may be
all) default scrips are not defined and those are executed first on
mysql and last on Pg, Oracle. Difference caused by difference in
treating NULL values. In 3.8 upgrade scripts we have code that
auto-generate descriptions for all scrips which have it undefined. You
can steal it from etc/upgrade in our svn repo.

On Mon, Apr 7, 2008 at 9:09 PM, Jean-Sebastien Morisset
<[EMAIL PROTECTED]> wrote:
> Which are executed first, the Global or Queue scrips in v3.6.6? Is there
>  a way to control which ones go first? I know the description is used to
>  sort the scrips, but I have some queue scrips which seem to run before
>  some globals (which should come first if/when sorted).
>
>  Thanks!
>  js.
>  --
>  Jean-Sebastien Morisset, Sr. UNIX Administrator <[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
>



-- 
Best regards, Ruslan.
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Re: [rt-users] Need RT to fetchmail...

[Gene LeDuc]

By default RT won't send an e-mail notification to the person who made the 
changes, it assumes that the person already knows about the changes.  So if 
you are both the requestor and the person updating the ticket, don't expect 
to get any notifications (it's more realistic to use 2 different accounts 
for testing, anyway).  You can change this behavior by use of the 
NotifyActor setting in the config file.  Another thing that is going save 
you hours of scratching your head is to set RT's logging level to Debug and 
then make liberal use of statements like

  $Rt::Logger->debug("Notify script now entering Code Prep stage");

And then monitor the rt.log file.


At 10:56 AM 4/7/2008, Nelson Pereira wrote:

Went in and changed this….

Is there a specific config that when an agent adds a reply or comment and 
selects to send it to the requestor?

It’s not sending the comments or repluies…



--
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Security Analyst
San Diego State University ___
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Re: [rt-users] Need RT to fetchmail...

[Nelson Pereira]

Thanks !

 

Went in and changed this

 

Is there a specific config that when an agent adds a reply or comment
and selects to send it to the requestor?

It's not sending the comments or repluies...

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
[EMAIL PROTECTED] 
phone: 613.733. ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
  

   

 



From: Gene LeDuc [mailto:[EMAIL PROTECTED] 
Sent: Monday, April 07, 2008 1:38 PM
To: Nelson Pereira
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Need RT to fetchmail...

 

Hi Nelson,

"example.com #2" is the ticket number.  Your RT installation is named
'example.com' and the ticket number is '2'.  This number in the subject
line of any replies to RT will associate the message with ticket #2
instead of creating a new ticket.

Regards,
Gene

At 10:24 AM 4/7/2008, Nelson Pereira wrote:



When the requester receives the response back on a -action correspond,
with a subject line of [example.com #2] AutoReply: testing111 and they
get this message:
What stipulates the formatting of the subject line?  I would like it to
be a ticket number not example.com #2
 
 
Greetings,
 
This message has been automatically generated in response to the
creation of a trouble ticket regarding:
  "testing111",
a summary of which appears below.
 
There is no need to reply to this message right now.  Your ticket has
been assigned an ID of [example.com #2].
 
Please include the string:
 
 [example.com #2]
 
in the subject line of all future correspondence about this issue. To do
so, you may reply to this message.
 
Thank you,
[EMAIL PROTECTED]
  


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University

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Re: [rt-users] Need RT to fetchmail...

[Gene LeDuc]

Hi Nelson,

"example.com #2" is the ticket number.  Your RT installation is named 
'example.com' and the ticket number is '2'.  This number in the subject 
line of any replies to RT will associate the message with ticket #2 instead 
of creating a new ticket.


Regards,
Gene

At 10:24 AM 4/7/2008, Nelson Pereira wrote:
When the requester receives the response back on a –action correspond, 
with a subject line of [example.com #2] AutoReply: testing111 and they get 
this message:
What stipulates the formatting of the subject line?  I would like it to be 
a ticket number not example.com #2….



Greetings,

This message has been automatically generated in response to the creation 
of a trouble ticket regarding:

  "testing111",
a summary of which appears below.

There is no need to reply to this message right now.  Your ticket has been 
assigned an ID of [example.com #2].


Please include the string:

 [example.com #2]

in the subject line of all future correspondence about this issue. To do 
so, you may reply to this message.


Thank you,
[EMAIL PROTECTED]




--
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Security Analyst
San Diego State University ___
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Re: [rt-users] Need RT to fetchmail...

[Nelson Pereira]

I got sendmail working now

 

All is good...

 

 

Now I have to work on the templates...

 

When the requester receives the response back on a -action correspond,
with a subject line of [example.com #2] AutoReply: testing111 and they
get this message:

What stipulates the formatting of the subject line?  I would like it to
be a ticket number not example.com #2

 

 

Greetings,

 

This message has been automatically generated in response to the
creation of a trouble ticket regarding:

  "testing111",

a summary of which appears below.

 

There is no need to reply to this message right now.  Your ticket has
been assigned an ID of [example.com #2].

 

Please include the string:

 

 [example.com #2]

 

in the subject line of all future correspondence about this issue. To do
so, you may reply to this message.

 

Thank you,

[EMAIL PROTECTED]

 



From: Vitaliy Okulov [mailto:[EMAIL PROTECTED] 
Sent: Monday, April 07, 2008 12:59 PM
To: Nelson Pereira
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Need RT to fetchmail...

 

Please change http://localhost/rt3 according to your hostname.

2008/4/7, Nelson Pereira <[EMAIL PROTECTED]>:

Oups... I was piping it..  so the command looks like this to retrieve
messages from the pop3 mailbox :

 

/usr/bin/fetchmail -f /opt/rt3/.fetchmailrc -a -m
"/etc/smrsh/rt-mailgate --queue general --action correspond --url 
http://localhost/rt3"; > /dev/null

 

 

Then in the /opt/rt3/fetchmail log file, I get this error:

 

404 Not Found

fetchmail: reading message [EMAIL PROTECTED]:1 of 2 (11154 octets)
(log message incomplete)fetchmail: MDA returned nonzero status 75

fetchmail:  not flushed

..An Error Occurred

=

 

404 Not Found

fetchmail: reading message [EMAIL PROTECTED]:2 of 2 (11146 octets)
(log message incomplete)fetchmail: MDA returned nonzero status 75

fetchmail:  not flushed

 

 

I finaly got it working .

 

The problem was the URL... for some reason, fetchmail does not like to
have http://locahost/rt3,  rather, it wants http://192.168.5.5/rt3

 

 

 

So since I use -correspond, I should see an email going back to the
requester right?

But this is not happening

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
[EMAIL PROTECTED] 
phone: 613.733. ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
  

   

 



From: [EMAIL PROTECTED] [mailto:
[EMAIL PROTECTED] On Behalf Of Nelson Pereira
Sent: Monday, April 07, 2008 8:05 AM
To: Vitaliy Okulov
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Need RT to fetchmail...

 

Ok, I tried this and im getting this error in the fetchmail log...

 

fetchmail: 2 messages for otrs at exmail.protus.org (22300 octets).

sh: -c: line 0: syntax error near unexpected token `|'

sh: -c: line 0: `|/etc/smrsh/rt-mailgate --queue general --action
correspond --url http://localhost/rt3'

...fetchmail: reading message [EMAIL PROTECTED]:1 of 2 (11154
octets) (log message incomplete)fetchmail: error writing message text

fetchmail: MDA error while fetching from [EMAIL PROTECTED]

fetchmail: Query status=6 (IOERR)

 

 

 

 

 



From: Vitaliy Okulov [mailto:[EMAIL PROTECTED] 
Sent: Saturday, April 05, 2008 2:21 AM
To: Nelson Pereira
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Need RT to fetchmail...

 

Sample config:

/usr/bin/fetchmail -f /opt/rt3/.fetchmailrc -a -m
"/opt/rt3/bin/rt-mailgate --queue General --action correspond --url 
http://localhost/"; >/dev/null

cat /opt/rt3/.fetchmailrc 
set logfile=/opt/rt3/fetchmail
poll pop.mail.com proto pop3 user [EMAIL PROTECTED] with pass "blabla" to rt3
here

2008/4/4, Nelson Pereira <[EMAIL PROTECTED]>:

Hi all,

 

Finaly got it all setup with the instructions on wiki on a RHEL5
fresh...

 

I have went through all the manual instructions and everything seems
well.

 

Now, I need RT to fetch the emails from a POP3 box and bring them into
RT.

 

How can I achieve this? Is there docs on this setup?

 

Thansk

 

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
[EMAIL PROTECTED] 
phone: 613.733. ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
  

  

 


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<>_

[rt-users] Global or Queue scrips first?

[Jean-Sebastien Morisset]

Which are executed first, the Global or Queue scrips in v3.6.6? Is there
a way to control which ones go first? I know the description is used to
sort the scrips, but I have some queue scrips which seem to run before
some globals (which should come first if/when sorted).

Thanks!
js.
-- 
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___
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Re: [rt-users] Need RT to fetchmail...

[Vitaliy Okulov]

Please change http://localhost/rt3 according to your hostname.

2008/4/7, Nelson Pereira <[EMAIL PROTECTED]>:
>
> Oups… I was piping it..  so the command looks like this to retrieve
> messages from the pop3 mailbox :
>
>
>
> /usr/bin/fetchmail -f /opt/rt3/.fetchmailrc -a -m "/etc/smrsh/rt-mailgate
> --queue general --action correspond --url http://localhost/rt3"; >
> /dev/null
>
>
>
>
>
> Then in the /opt/rt3/fetchmail log file, I get this error:
>
>
>
> 404 Not Found
>
> fetchmail: reading message [EMAIL PROTECTED]:1 of 2 (11154 octets)
> (log message incomplete)fetchmail: MDA returned nonzero status 75
>
> fetchmail:  not flushed
>
> ..An Error Occurred
>
> =
>
>
>
> 404 Not Found
>
> fetchmail: reading message [EMAIL PROTECTED]:2 of 2 (11146 octets)
> (log message incomplete)fetchmail: MDA returned nonzero status 75
>
> fetchmail:  not flushed
>
>
>
>
>
> I finaly got it working …..
>
>
>
> The problem was the URL… for some reason, fetchmail does not like to have
> http://locahost/rt3,  rather, it wants http://192.168.5.5/rt3
>
>
>
>
>
>
>
> So since I use –correspond, I should see an email going back to the
> requester right?
>
> But this is not happening….
>
>
>
>
>
> *Nelson Pereira*
> Senior Network Administrator
>
> Protus IP Solutions Inc.
> [EMAIL PROTECTED]
> phone: 613.733. ext.528
> MyFax: 613.822.5083
> www.myfax.com
>
> Refer your friends and colleagues to MyFax!
> Click here for more information.
>
> [image: www.MyFax.com] 
>
>
> --
>
> *From:* [EMAIL PROTECTED] [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Nelson Pereira
> *Sent:* Monday, April 07, 2008 8:05 AM
> *To:* Vitaliy Okulov
> *Cc:* rt-users@lists.bestpractical.com
> *Subject:* Re: [rt-users] Need RT to fetchmail...
>
>
>
> Ok, I tried this and im getting this error in the fetchmail log…
>
>
>
> fetchmail: 2 messages for otrs at exmail.protus.org (22300 octets).
>
> sh: -c: line 0: syntax error near unexpected token `|'
>
> sh: -c: line 0: `|/etc/smrsh/rt-mailgate --queue general --action
> correspond --url http://localhost/rt3'
>
> ...fetchmail: reading message [EMAIL PROTECTED]:1 of 2 (11154 octets)
> (log message incomplete)fetchmail: error writing message text
>
> fetchmail: MDA error while fetching from [EMAIL PROTECTED]
>
> fetchmail: Query status=6 (IOERR)
>
>
>
>
>
>
>
>
>
>
> --
>
> *From:* Vitaliy Okulov [mailto:[EMAIL PROTECTED]
> *Sent:* Saturday, April 05, 2008 2:21 AM
> *To:* Nelson Pereira
> *Cc:* rt-users@lists.bestpractical.com
> *Subject:* Re: [rt-users] Need RT to fetchmail...
>
>
>
> Sample config:
>
> /usr/bin/fetchmail -f /opt/rt3/.fetchmailrc -a -m
> "/opt/rt3/bin/rt-mailgate --queue General --action correspond --url
> http://localhost/"; >/dev/null
>
> cat /opt/rt3/.fetchmailrc
> set logfile=/opt/rt3/fetchmail
> poll pop.mail.com proto pop3 user [EMAIL PROTECTED] with pass "blabla" to rt3
> here
>
> 2008/4/4, Nelson Pereira <[EMAIL PROTECTED]>:
>
> Hi all,
>
>
>
> Finaly got it all setup with the instructions on wiki on a RHEL5 fresh…
>
>
>
> I have went through all the manual instructions and everything seems well.
>
>
>
> Now, I need RT to fetch the emails from a POP3 box and bring them into RT.
>
>
>
> How can I achieve this? Is there docs on this setup?
>
>
>
> Thansk
>
>
>
>
>
>
>
> *Nelson Pereira*
> Senior Network Administrator
>
> Protus IP Solutions Inc.
> [EMAIL PROTECTED]
> phone: 613.733. ext.528
> MyFax: 613.822.5083
> www.myfax.com
>
> Refer your friends and colleagues to MyFax!
> Click here for more information.
>
> [image: www.MyFax.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
>
>
>
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[rt-users] Sorted "Scrips which apply to all queues"?

[Jean-Sebastien Morisset]

Hi everyone,

When viewing the script for a queue in v3.6.6, the global script list
("Scrips which apply to all queues") isn't sorted by their description.
Is there a known fix for this?

Thanks,
js.
-- 
Jean-Sebastien Morisset, Sr. UNIX Administrator <[EMAIL PROTECTED]>
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Re: [rt-users] Migrating from RT3.4 to RT3.6

[Jeffrey Lee]

I'm not having a problem with postgresql it's just that I followed the
ubuntu install guide and it had me set up mysql instead of postgres.

-Jeff
-Original Message-
From: Kenneth Marshall [mailto:[EMAIL PROTECTED] 
Sent: Monday, April 07, 2008 12:02 PM
To: Jeffrey Lee
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Migrating from RT3.4 to RT3.6

On Mon, Apr 07, 2008 at 11:10:45AM -0400, Jeffrey Lee wrote:
> Hi I am looking to migrate from 3.4 using Posgres to 3.6 mysql. Are there
> any instructions on migrating from 3.4 to 3.6?
> 
>  
> 
> -Jeff
> 

Jeff,

The wiki has some information about changing DB backends between
PostgreSQL and MySQL. I am curious about why you are moving to a
MySQL backend? Is there a particular problem or need that you are
trying to address? 

Cheers,
Ken

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Re: [rt-users] Migrating from RT3.4 to RT3.6

[Kenneth Marshall]

On Mon, Apr 07, 2008 at 11:10:45AM -0400, Jeffrey Lee wrote:
> Hi I am looking to migrate from 3.4 using Posgres to 3.6 mysql. Are there
> any instructions on migrating from 3.4 to 3.6?
> 
>  
> 
> -Jeff
> 

Jeff,

The wiki has some information about changing DB backends between
PostgreSQL and MySQL. I am curious about why you are moving to a
MySQL backend? Is there a particular problem or need that you are
trying to address? 

Cheers,
Ken
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Re: [rt-users] Migrating from RT3.4 to RT3.6

[Emmanuel Lacour]

On Mon, Apr 07, 2008 at 11:10:45AM -0400, Jeffrey Lee wrote:
> Hi I am looking to migrate from 3.4 using Posgres to 3.6 mysql. Are there
> any instructions on migrating from 3.4 to 3.6?
> 

There is, in the README and UPGRADING files ;)

For migrating from mysql to postgresql, you will find informations on
http://wiki.bestpractical.com/ I think.

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[rt-users] Migrating from RT3.4 to RT3.6

[Jeffrey Lee]

Hi I am looking to migrate from 3.4 using Posgres to 3.6 mysql. Are there
any instructions on migrating from 3.4 to 3.6?

 

-Jeff

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Re: [rt-users] Need RT to fetchmail...

[Greg Evans]

My .fetchmailrc looks like this and it works fine

username rt_usernamepassword rt_password  mda "/etc/smrsh/rt- 
mailgate --url http://rt.hctc.com --queue 'Email Support'
--action correspond"

where rt_username and rt_password are whatever you have decided you  
will use.

This is on CentOS 5

Regards,

Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212

On Apr 7, 2008, at 5:54 AM, Nelson Pereira wrote:
> Oups… I was piping it..  so the command looks like this to retrieve  
> messages from the pop3 mailbox :
>
> /usr/bin/fetchmail -f /opt/rt3/.fetchmailrc -a -m "/etc/smrsh/rt- 
> mailgate --queue general --action correspond --url http://localhost/rt3 
> " > /dev/null
>
>
> Then in the /opt/rt3/fetchmail log file, I get this error:
>
> 404 Not Found
> fetchmail: reading message [EMAIL PROTECTED]:1 of 2 (11154  
> octets) (log message incomplete)fetchmail: MDA returned nonzero  
> status 75
> fetchmail:  not flushed
> ..An Error Occurred
> =
>
> 404 Not Found
> fetchmail: reading message [EMAIL PROTECTED]:2 of 2 (11146  
> octets) (log message incomplete)fetchmail: MDA returned nonzero  
> status 75
> fetchmail:  not flushed
>
>
> I finaly got it working …..
>
> The problem was the URL… for some reason, fetchmail does not like to  
> have http://locahost/rt3,  rather, it wants http://192.168.5.5/rt3
>
>
>
> So since I use –correspond, I should see an email going back to the  
> requester right?
> But this is not happening….
>
>
> Nelson Pereira
> Senior Network Administrator
>
> Protus IP Solutions Inc.
> [EMAIL PROTECTED]
> phone: 613.733. ext.528
> MyFax: 613.822.5083
> www.myfax.com
>
> Refer your friends and colleagues to MyFax!
> Click here for more information.
> 
>
> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] 
> ] On Behalf Of Nelson Pereira
> Sent: Monday, April 07, 2008 8:05 AM
> To: Vitaliy Okulov
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Need RT to fetchmail...
>
> Ok, I tried this and im getting this error in the fetchmail log…
>
> fetchmail: 2 messages for otrs at exmail.protus.org (22300 octets).
> sh: -c: line 0: syntax error near unexpected token `|'
> sh: -c: line 0: `|/etc/smrsh/rt-mailgate --queue general --action  
> correspond --url http://localhost/rt3'
> ...fetchmail: reading message [EMAIL PROTECTED]:1 of 2 (11154  
> octets) (log message incomplete)fetchmail: error writing message text
> fetchmail: MDA error while fetching from [EMAIL PROTECTED]
> fetchmail: Query status=6 (IOERR)
>
>
>
>
>
> From: Vitaliy Okulov [mailto:[EMAIL PROTECTED]
> Sent: Saturday, April 05, 2008 2:21 AM
> To: Nelson Pereira
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Need RT to fetchmail...
>
> Sample config:
>
> /usr/bin/fetchmail -f /opt/rt3/.fetchmailrc -a -m "/opt/rt3/bin/rt- 
> mailgate --queue General --action correspond --url http:// 
> localhost/" >/dev/null
>
> cat /opt/rt3/.fetchmailrc
> set logfile=/opt/rt3/fetchmail
> poll pop.mail.com proto pop3 user [EMAIL PROTECTED] with pass "blabla" to  
> rt3 here
> 2008/4/4, Nelson Pereira <[EMAIL PROTECTED]>:
> Hi all,
>
>
>
> Finaly got it all setup with the instructions on wiki on a RHEL5  
> fresh…
>
>
>
> I have went through all the manual instructions and everything seems  
> well.
>
>
>
> Now, I need RT to fetch the emails from a POP3 box and bring them  
> into RT.
>
>
>
> How can I achieve this? Is there docs on this setup?
>
>
>
> Thansk
>
>
>
>
>
>
>
> Nelson Pereira
> Senior Network Administrator
>
> Protus IP Solutions Inc.
> [EMAIL PROTECTED]
> phone: 613.733. ext.528
> MyFax: 613.822.5083
> www.myfax.com
>
> Refer your friends and colleagues to MyFax!
> Click here for more information.
>
> 
>
>
>
>
> ___
> 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
>
> ___
> 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

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Re: [rt-users] Need RT to fetchmail...

[Nelson Pereira]

Oups... I was piping it..  so the command looks like this to retrieve
messages from the pop3 mailbox :

 

/usr/bin/fetchmail -f /opt/rt3/.fetchmailrc -a -m
"/etc/smrsh/rt-mailgate --queue general --action correspond --url
http://localhost/rt3"; > /dev/null

 

 

Then in the /opt/rt3/fetchmail log file, I get this error:

 

404 Not Found

fetchmail: reading message [EMAIL PROTECTED]:1 of 2 (11154 octets)
(log message incomplete)fetchmail: MDA returned nonzero status 75

fetchmail:  not flushed

..An Error Occurred

=

 

404 Not Found

fetchmail: reading message [EMAIL PROTECTED]:2 of 2 (11146 octets)
(log message incomplete)fetchmail: MDA returned nonzero status 75

fetchmail:  not flushed

 

 

I finaly got it working .

 

The problem was the URL... for some reason, fetchmail does not like to
have http://locahost/rt3,  rather, it wants http://192.168.5.5/rt3

 

 

 

So since I use -correspond, I should see an email going back to the
requester right?

But this is not happening

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
[EMAIL PROTECTED] 
phone: 613.733. ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
  

   

 



From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Nelson
Pereira
Sent: Monday, April 07, 2008 8:05 AM
To: Vitaliy Okulov
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Need RT to fetchmail...

 

Ok, I tried this and im getting this error in the fetchmail log...

 

fetchmail: 2 messages for otrs at exmail.protus.org (22300 octets).

sh: -c: line 0: syntax error near unexpected token `|'

sh: -c: line 0: `|/etc/smrsh/rt-mailgate --queue general --action
correspond --url http://localhost/rt3'

...fetchmail: reading message [EMAIL PROTECTED]:1 of 2 (11154
octets) (log message incomplete)fetchmail: error writing message text

fetchmail: MDA error while fetching from [EMAIL PROTECTED]

fetchmail: Query status=6 (IOERR)

 

 

 

 

 



From: Vitaliy Okulov [mailto:[EMAIL PROTECTED] 
Sent: Saturday, April 05, 2008 2:21 AM
To: Nelson Pereira
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Need RT to fetchmail...

 

Sample config:

/usr/bin/fetchmail -f /opt/rt3/.fetchmailrc -a -m
"/opt/rt3/bin/rt-mailgate --queue General --action correspond --url 
http://localhost/"; >/dev/null

cat /opt/rt3/.fetchmailrc 
set logfile=/opt/rt3/fetchmail
poll pop.mail.com proto pop3 user [EMAIL PROTECTED] with pass "blabla" to rt3
here

2008/4/4, Nelson Pereira <[EMAIL PROTECTED]>:

Hi all,

 

Finaly got it all setup with the instructions on wiki on a RHEL5
fresh...

 

I have went through all the manual instructions and everything seems
well.

 

Now, I need RT to fetch the emails from a POP3 box and bring them into
RT.

 

How can I achieve this? Is there docs on this setup?

 

Thansk

 

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
[EMAIL PROTECTED] 
phone: 613.733. ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
  

  

 


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Buy a copy at http://rtbook.bestpractical.com

 

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[rt-users] RT Reminders and associated rights

[Raphael Berlamont]

Hello list,

I would like to know what are the rights that are associated with reminders.

The thing is that I can set reminders on tickets, but the ticket's owner
can't remove it: the check box next to the reminder doesn't appear. Of
course, the owner has the "ModifyTicket" right.

Regards,
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Re: [rt-users] Need RT to fetchmail...

[Steve Anderson]

You've got mismatched quotes. One's a backtick, the other is a regular
single quote. 

 

I'm not sure which you need, but adjusting one to the other should let
you see soon enough.

 

 

Steve Anderson

Systems Administrator

BiP Solutions Ltd.

0141 2702312

 

 

 

From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Nelson
Pereira
Sent: 07 April 2008 13:05
To: Vitaliy Okulov
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Need RT to fetchmail...

 

Ok, I tried this and im getting this error in the fetchmail log...

 

fetchmail: 2 messages for otrs at exmail.protus.org (22300 octets).

sh: -c: line 0: syntax error near unexpected token `|'

sh: -c: line 0: `|/etc/smrsh/rt-mailgate --queue general --action
correspond --url http://localhost/rt3'

...fetchmail: reading message [EMAIL PROTECTED]:1 of 2 (11154
octets) (log message incomplete)fetchmail: error writing message text

fetchmail: MDA error while fetching from [EMAIL PROTECTED]

fetchmail: Query status=6 (IOERR)

 

 

 

 

 



From: Vitaliy Okulov [mailto:[EMAIL PROTECTED] 
Sent: Saturday, April 05, 2008 2:21 AM
To: Nelson Pereira
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Need RT to fetchmail...

 

Sample config:

/usr/bin/fetchmail -f /opt/rt3/.fetchmailrc -a -m
"/opt/rt3/bin/rt-mailgate --queue General --action correspond --url 
http://localhost/"; >/dev/null

cat /opt/rt3/.fetchmailrc 
set logfile=/opt/rt3/fetchmail
poll pop.mail.com proto pop3 user [EMAIL PROTECTED] with pass "blabla" to rt3
here

2008/4/4, Nelson Pereira <[EMAIL PROTECTED]>:

Hi all,

 

Finaly got it all setup with the instructions on wiki on a RHEL5
fresh...

 

I have went through all the manual instructions and everything seems
well.

 

Now, I need RT to fetch the emails from a POP3 box and bring them into
RT.

 

How can I achieve this? Is there docs on this setup?

 

Thansk

 

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
[EMAIL PROTECTED] 
phone: 613.733. ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
  

   

 


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Buy a copy at http://rtbook.bestpractical.com

 

 



This email has been scanned by Netintelligence
http://www.netintelligence.com/email





BiP Solutions Limited is a company registered in Scotland with Company Number 
SC086146 and VAT number 38303966 and having its registered office at Park 
House, 300 Glasgow Road, Shawfield, Glasgow, G73 1SQ 

This e-mail (and any attachment) is intended only for the attention of the 
addressee(s). Its unauthorised use, disclosure, storage or copying is not 
permitted. If you are not the intended recipient, please destroyall copies and 
inform the sender by return e-mail.
This e-mail (whether you are the sender or the recipient) may be monitored, 
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E-mail monitoring/ blocking software may be used, and e-mail content may be 
read at any time. You have a responsibility to ensure laws are not broken when 
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Re: [rt-users] Need RT to fetchmail...

[Nelson Pereira]

Ok, I tried this and im getting this error in the fetchmail log...

 

fetchmail: 2 messages for otrs at exmail.protus.org (22300 octets).

sh: -c: line 0: syntax error near unexpected token `|'

sh: -c: line 0: `|/etc/smrsh/rt-mailgate --queue general --action
correspond --url http://localhost/rt3'

...fetchmail: reading message [EMAIL PROTECTED]:1 of 2 (11154
octets) (log message incomplete)fetchmail: error writing message text

fetchmail: MDA error while fetching from [EMAIL PROTECTED]

fetchmail: Query status=6 (IOERR)

 

 

 

 

 



From: Vitaliy Okulov [mailto:[EMAIL PROTECTED] 
Sent: Saturday, April 05, 2008 2:21 AM
To: Nelson Pereira
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Need RT to fetchmail...

 

Sample config:

/usr/bin/fetchmail -f /opt/rt3/.fetchmailrc -a -m
"/opt/rt3/bin/rt-mailgate --queue General --action correspond --url 
http://localhost/"; >/dev/null

cat /opt/rt3/.fetchmailrc 
set logfile=/opt/rt3/fetchmail
poll pop.mail.com proto pop3 user [EMAIL PROTECTED] with pass "blabla" to rt3
here

2008/4/4, Nelson Pereira <[EMAIL PROTECTED]>:

Hi all,

 

Finaly got it all setup with the instructions on wiki on a RHEL5
fresh...

 

I have went through all the manual instructions and everything seems
well.

 

Now, I need RT to fetch the emails from a POP3 box and bring them into
RT.

 

How can I achieve this? Is there docs on this setup?

 

Thansk

 

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
[EMAIL PROTECTED] 
phone: 613.733. ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
  

   

 


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Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

 

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[rt-users] Embedding Images in WikiText?

[David Hobley]

All, 

Is it possible to embed images within an RTFM WikiText area? I have been trying 
various combinations of things which work the MediaWiki, but can't get it 
working within RT. 

-- 
Cheers, 
David 

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Re: [rt-users] installing on RHEL4

[Mike Peachey]

Kanwar Ranbir Sandhu wrote:
> On Fri, 2008-04-04 at 14:17 -0500, Les Mikesell wrote:
>> Can someone elaborate on this issue?  Are there other problems to be 
>> expected from RPM-packaged perl modules or is this a case of mixing CPAN 
>> and rpm packages?

Simple and most often appearing example:

Red Hat build perl with 'weakened references' off.  This causes the 
module Scalar::Util to function unexpectedly and therefore breaks RT.
-- 
Kind Regards,

__

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
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