[rt-users] Could not load valid user
Hi I granted globally to 'Everyone' the right 'ReplyToTicket' but I still get this message: --- RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email ([EMAIL PROTECTED]). You might need to grant 'Everyone' the right 'ReplyToTicket' for the queue Example. --- Regards Monzoon Networks AG Ruben Lehmann Network Engineer Riedthofstrasse 124, CH-8105 Regensdorf tel: +41 43 500 04 76 mobile: +41 78 656 47 72 -- Nomadic Workers - hotspot.monzoon.net Wireless Internet - home.monzoon.net Surf the safer way - www.swissvpn.net -- ___ 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] Scrips (queue change notify)
I'm trying to create a notification email on the receiving queue when a ticket is moved. I have two queues (test1 and test2), and I've added a scrip to both: Description: Queue Notify Condition: On queue change Action: Notify requesors, CC and AdminCC Template: Global template: Transaction Stage: TransactionCreate. I am the requestor and adminCC. Still does not send the email. I thought that would be enough. Any help would be appreciated. -Kristian ___ 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] LDAP Authentication and User Account Creation 3.6.6. and latest ExternalAuth
Carlos J. Velez-Rivera wrote: Mike, I'm one of those who has the issue you mention. I'd like to help. Do you want some more output enabled? Would you like me to add some code to my instance so you can output anything that might help you fix it? It's not something that is easily done by remote instruction. What I really need is someone who is vaguely familiar with perl and RT to run through the code with a few new debugging statements, and make adjustments to them where necessary based on the log output to determine where the ID is getting lost. -- 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 http://www.jennic.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
Re: [rt-users] Scrips (queue change notify)
Description: Queue Notify Condition: On queue change Action: Notify requesors, CC and AdminCC Template: Global template: Transaction Stage: TransactionCreate. I am the requestor and adminCC. Still does not send the email. I thought that would be enough. Are you also changing the queue? By default, RT won't tell you what you have done. The wiki's down at the moment, but look for NotifyActor in RT_Config.pm Cheers I shall have a look. I'm _only_ changing the queue on a pre-existing ticket. -Kristian ___ 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] Scrips (queue change notify)
Kristian Description: Queue Notify Condition: On queue change Action: Notify requesors, CC and AdminCC Template: Global template: Transaction Stage: TransactionCreate. I am the requestor and adminCC. Still does not send the email. I thought that would be enough. Are you also changing the queue? By default, RT won't tell you what you have done. The wiki's down at the moment, but look for NotifyActor in RT_Config.pm Cheers Toby LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform [EMAIL PROTECTED] and delete the message. The Cambridge Crystallographic Data Centre is a company Limited by Guarantee and a Registered Charity. Registered in England No. 2155347 Registered Charity No. 800579 Registered office 12 Union Road, Cambridge CB2 1EZ. ___ 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] Everybody group added as requestor
Terence Monteiro wrote: Hello, I've been writing a Perl Catalyst application that uses the RT library to create, work on and resolve RT tickets. I'm making a call to RT::Ticket-create to create a ticket, passing the Queue, Subject, Requestors, Attachments in a hash. Yesterday, when the form was submitted with a user's email address as the requestor, the Everybody group got added as the requestor for the ticket that got created. I checked the transactions and found that no AddRequestor transaction happened on the ticket, from which I deduce that the Everybody group got added as requestor during ticket creation. I confirmed this by checking the RT database. I queried the MemberIds obtained from joining the GroupMembers and Groups tables on the GroupMembers GroupId = Groups id for Instance = ticket_id and Type = 'Requestor'. I got the PrincipalId of the Everybody group as a result. Does RT library have problems if more than 1 Perl application uses the API? If I wrote a perl script which used the RT API and tried to modify the database, will it yield unexpected results? Is the scope of all data structures used by RT to create tickets local to the subroutine that does the creation? Regards, Terence Monteiro. ___ 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 3.6.5 transactions created in wrong timezone....SOLVED
Like Jesse said, times are stored as GMT in the DB, so if you access the
DB directly without using the RT API, you have to convert times to your
timezone manually in your script.
Just letting everyone know i eventually found a way to do this after
some hours trying to figure out a way to use perl to do it, i found you
could do it with plain old date.
The relevant section of the script.where$ary[2] is
Transaction.Created.
###
$query = select Transactions.ObjectId, Transactions.TimeTaken,
Transactions.Created, Users.Name, Queues.Name, Tickets.Subject from
Transactions, Tickets, Queues, Users where Transactions.TimeTaken!='0'
and Transactions.ObjectId=Tickets.Id and Transactions.Creator=Users.Id
and Users.Name='$myuser' and Transactions.Created=$dayfrom and
Transactions.Created=$dayto group by Transactions.Created;;
$sth = $dbh-prepare($query) or die Can't prepare queue query;
$rc = $sth-execute
or die Can't execute statement: $DBI::errstr;
while (@ary = $sth-fetchrow_array) {
$timetotal += $ary[1];
write;
}
Needed to have the while loop changed to this.
while (@ary = $sth-fetchrow_array) {
$timetotal += $ary[1];
$ary[2] = `date -d 'GMT $ary[2]'`;
write;
}
That may not be the most elegant way, but it works.
Regards,
Les
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Re: [rt-users] Scrips (queue change notify)
Hi Kristian, In addition to what Toby mentioned about NotifyActor, you only need to put the scrip in the receiving queue. If a ticket moves from OldQueue to NewQueue, the scrip in NewQueue will fire but the one in OldQueue will not. Regards, Gene At 01:04 AM 6/2/2008, Kristian Davies wrote: I'm trying to create a notification email on the receiving queue when a ticket is moved. I have two queues (test1 and test2), and I've added a scrip to both: Description: Queue Notify Condition: On queue change Action: Notify requesors, CC and AdminCC Template: Global template: Transaction Stage: TransactionCreate. I am the requestor and adminCC. Still does not send the email. I thought that would be enough. Any help would be appreciated. -Kristian ___ 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 -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ 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] Scrips (queue change notify)
Acually, Toby said the same thing (more succinctly), I just realized. But I didn't parse it right on first reading so maybe you didn't either. - The information contained in this email is strictly confidential and subject to the Confidentiality Notice at www.mcfina.com/emailpolicy -Original Message- From: Sam A. Hicks [mailto:[EMAIL PROTECTED] Sent: Monday, June 02, 2008 12:13 PM To: 'Kristian Davies'; 'rt-users@lists.bestpractical.com' Subject: RE: [rt-users] Scrips (queue change notify) I have an identical set-up in mine except it's just the AdminCC getting notified. And it works. One thing I've noticed is that, sometimes, when the RT User making a change is THE SAME USER as the one at the receiving end of some expected notification, RT knows that there is no need to notify the user that just made the change. I can't remember if I saw that specifically for the above scrip... I don't know where you'd override this... But maybe just make sure you log in as a totally different user (than the requestor/AdminCC one expecting the email notify) and change the queue then. If you don't have 'root' login to RT, maybe create a dummy user to test? - The information contained in this email is strictly confidential and subject to the Confidentiality Notice at www.mcfina.com/emailpolicy -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Kristian Davies Sent: Monday, June 02, 2008 4:05 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Scrips (queue change notify) I'm trying to create a notification email on the receiving queue when a ticket is moved. I have two queues (test1 and test2), and I've added a scrip to both: Description: Queue Notify Condition: On queue change Action: Notify requesors, CC and AdminCC Template: Global template: Transaction Stage: TransactionCreate. I am the requestor and adminCC. Still does not send the email. I thought that would be enough. Any help would be appreciated. -Kristian ___ 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
Re: [rt-users] Scrips (queue change notify)
I have an identical set-up in mine except it's just the AdminCC getting notified. And it works. One thing I've noticed is that, sometimes, when the RT User making a change is THE SAME USER as the one at the receiving end of some expected notification, RT knows that there is no need to notify the user that just made the change. I can't remember if I saw that specifically for the above scrip... I don't know where you'd override this... But maybe just make sure you log in as a totally different user (than the requestor/AdminCC one expecting the email notify) and change the queue then. If you don't have 'root' login to RT, maybe create a dummy user to test? - The information contained in this email is strictly confidential and subject to the Confidentiality Notice at www.mcfina.com/emailpolicy -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Kristian Davies Sent: Monday, June 02, 2008 4:05 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Scrips (queue change notify) I'm trying to create a notification email on the receiving queue when a ticket is moved. I have two queues (test1 and test2), and I've added a scrip to both: Description: Queue Notify Condition: On queue change Action: Notify requesors, CC and AdminCC Template: Global template: Transaction Stage: TransactionCreate. I am the requestor and adminCC. Still does not send the email. I thought that would be enough. Any help would be appreciated. -Kristian ___ 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
[rt-users] Temporary Silent Resolve
I have a requester that has sent us tickets via his RT. Our RT and his RT entered a battle where we resolved the ticket, an email is sent, they resolved their ticket, which sent an email that reopened our ticket, we resolve, email is sent, they resolve their re-opened ticket, email is sent and reopens our ticket. I was curious if there was a way to resolve this ticket without sending a resolve email. I was hoping for a solution that didn't involve me removing that scrip and then re-entering the scrip when I'm done resolving. I'm using rt 3.6.6. Sorry, I'd provide more configuration info, but I received an error when I tried the system configuration status page in RT. Joy, nothing like finding something to fix while you are trying to fix something else. Cory ___ 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] Temporary Silent Resolve
Cory, We use a custom field to designate whether or not a resolve notice should be sent. If it is set to No, the scrip does not send the E-mail. It works well and is easy to setup. Ken On Mon, Jun 02, 2008 at 12:40:35PM -0500, Cory Berry wrote: I have a requester that has sent us tickets via his RT. Our RT and his RT entered a battle where we resolved the ticket, an email is sent, they resolved their ticket, which sent an email that reopened our ticket, we resolve, email is sent, they resolve their re-opened ticket, email is sent and reopens our ticket. I was curious if there was a way to resolve this ticket without sending a resolve email. I was hoping for a solution that didn't involve me removing that scrip and then re-entering the scrip when I'm done resolving. I'm using rt 3.6.6. Sorry, I'd provide more configuration info, but I received an error when I tried the system configuration status page in RT. Joy, nothing like finding something to fix while you are trying to fix something else. Cory ___ 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
Re: [rt-users] Scrips (queue change notify)
On Mon, Jun 2, 2008 at 5:11 PM, Gene LeDuc [EMAIL PROTECTED] wrote: Hi Kristian, In addition to what Toby mentioned about NotifyActor, you only need to put the scrip in the receiving queue. If a ticket moves from OldQueue to NewQueue, the scrip in NewQueue will fire but the one in OldQueue will not. Spotted. All sorted now. Thanks very much all! -Kristian ___ 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] where to get the CurrentUser_Local.pm overlay?
Hi, I wanted to test creation of new users based on external LDAP information, as described here: http://wiki.bestpractical.com/view/AutoCreateFromExternalUserInfo however, the link to the download of the CurrentUser_Local.pm seems to be broken. Does anybody can send it here to the list, or send it to me privately please. thanks a lot Sebastian ___ 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] Temporary Silent Resolve
Kenneth, You might want to try to modify your Resolved scrip by making the condition user-defined and adding code to check the To: address or Requestor or whatever data you can consistently use and if it matches your condition, return 0. Hope this helps. Kenn LBNL On 6/2/2008 12:24 PM, Kenneth Marshall wrote: Cory, We use a custom field to designate whether or not a resolve notice should be sent. If it is set to No, the scrip does not send the E-mail. It works well and is easy to setup. Ken On Mon, Jun 02, 2008 at 12:40:35PM -0500, Cory Berry wrote: I have a requester that has sent us tickets via his RT. Our RT and his RT entered a battle where we resolved the ticket, an email is sent, they resolved their ticket, which sent an email that reopened our ticket, we resolve, email is sent, they resolve their re-opened ticket, email is sent and reopens our ticket. I was curious if there was a way to resolve this ticket without sending a resolve email. I was hoping for a solution that didn't involve me removing that scrip and then re-entering the scrip when I'm done resolving. I'm using rt 3.6.6. Sorry, I'd provide more configuration info, but I received an error when I tried the system configuration status page in RT. Joy, nothing like finding something to fix while you are trying to fix something else. Cory ___ 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 ___ 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] Scrips (queue change notify)
Kristian, If you want the RT user initiating a transaction to be notified, you have to change the Set($NotifyActor, 0); configuration to 1 in your RT_SiteConfig.pm file. This will turn on the ability to notify the current user when initiating a transaction. I believe this was in an earlier email on Saturday from Sharlon Carty. Kenn LBNL On 6/2/2008 11:11 AM, Kristian Davies wrote: On Mon, Jun 2, 2008 at 5:11 PM, Gene LeDuc [EMAIL PROTECTED] wrote: Hi Kristian, In addition to what Toby mentioned about NotifyActor, you only need to put the scrip in the receiving queue. If a ticket moves from OldQueue to NewQueue, the scrip in NewQueue will fire but the one in OldQueue will not. Spotted. All sorted now. Thanks very much all! -Kristian ___ 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
