[rt-users] Disabling autoreplies for one (or a minority of) queues?
I have a need to stop autoreplies for a couple of queues in our RT system. I've found a couple of posts suggesting that creating a queue-specific 'Correspondence' template that's blank will disable autoreplies, but all I get is the normal global autoreply. Looking at RT::Action::Autoreply, I don't see anything that looks at the content of the template either, but I'm not too familiar with RT's guts. Is there some other part of this trick that I'm missing? (this is RT 3.6.4 on CentOS 4 with MySQL 4.1) Thanks for any pointers, Howie ___ 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] Disabling autoreplies for one (or a minority of) queues?
You need to create a blank template called Autoreply in each queue that you want to turn off autoreplies. On Mon, Jul 7, 2008 at 8:27 AM, Howard Jones [EMAIL PROTECTED] wrote: I have a need to stop autoreplies for a couple of queues in our RT system. I've found a couple of posts suggesting that creating a queue-specific 'Correspondence' template that's blank will disable autoreplies, but all I get is the normal global autoreply. Looking at RT::Action::Autoreply, I don't see anything that looks at the content of the template either, but I'm not too familiar with RT's guts. Is there some other part of this trick that I'm missing? (this is RT 3.6.4 on CentOS 4 with MySQL 4.1) Thanks for any pointers, Howie ___ 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] Disabling autoreplies for one (or a minority of) queues?
Hi Howie, To disable autoreplies, create a blank template in the desired queue(s) and name it Autoreply. Regards, Gene At 05:27 AM 7/7/2008, Howard Jones wrote: I have a need to stop autoreplies for a couple of queues in our RT system. I've found a couple of posts suggesting that creating a queue-specific 'Correspondence' template that's blank will disable autoreplies, but all I get is the normal global autoreply. Looking at RT::Action::Autoreply, I don't see anything that looks at the content of the template either, but I'm not too familiar with RT's guts. Is there some other part of this trick that I'm missing? (this is RT 3.6.4 on CentOS 4 with MySQL 4.1) Thanks for any pointers, Howie -- 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] Right could not be revoked
I also used user ID 'root' but to no avail. I'm using mysql. I'm wondering if I can change group right for Everyone from mysql? If possible, how? On Tue, Jul 8, 2008 at 12:53 AM, Kenneth Crocker [EMAIL PROTECTED] wrote: Marvin, I suspect there is a problem with the UserID you are signing on with. What DataBase do you have? Kenn LBNL On 7/4/2008 6:09 PM, Marvin Santos wrote: By the way, each time I attempt to revoke the superuser rights, log message says: [Sat Jul 5 00:54:11 2008] [warning]: User not loaded. (/usr/share/request-tracker3.6/lib/RT/User_Overlay.pm:1728) Please help. On Fri, Jul 4, 2008 at 4:23 PM, Marvin Santos [EMAIL PROTECTED]mailto: [EMAIL PROTECTED] wrote: My login account has a super-user right but to no avail. Any more hints? On Fri, Jul 4, 2008 at 3:40 PM, Ruslan Zakirov [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: Try to grant yourself personal SuperUser right first and then revoke that right from everyone. On Thu, Jul 3, 2008 at 9:58 PM, Marvin Santos [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: On global group rights, I am trying to revoke a Super User rights for grouname Everyone but resulted to Right could not be revoked error message. Please help! I'm using RT-3.6.x ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] mailto:[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 ___ 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] changing due dates (or other fields) on transactions
Hello! How would I go around making RT allow me to change the due dates and other fields when I update a ticket? a. -- Legislation should outlaw an advertiser's attempts to use its economic relationships with a media enterprise to influence the enterprise not to print or broadcast content that it would otherwise choose to present . . . . There is little reason to allow this use of economic power to censor others' speech and to block the public's access to information or viewpoints. - C. Edwin Baker signature.asc Description: Digital signature ___ 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] Right could not be revoked
Marvin, I suggest that before we start playing with rights among ID's let's see what is set up at the source. When I have questions like this, I go into the DataBase to see what data is actually in the tables. That is what RT is responding to. So, if you're willing, go into your DataBase and look at the USERS Table (Select * from USERS;). right click and sort ascending the result by NAME. Find your name. Notice the ID. Now go into the GROUPS table (Select * from GROUPS where DOMAIN like 'ACLEquiv*';) and notice the ID for the ACL equivilent of YOUR ID. That is the group ID that your system rights should be under. Now look at the ACL Table (Select * from ACL where OBJECTTYPE like 'RT::System';). Right click and sort ascending the PRINCIPALID field. Find your 'ACLEquiv ID and THAT will show your rights at the RT::Systems level. IF that right is NOT 'SuperUser', then that explains why you cannot do anything about those rights in terms of granting or revoking. Now right click and 'sort ascending' by 'RIGHTNAME'. This will list all those IDs that DO have superuser together and you can see who DOES have that right. Let me know what you find and then we can decide the best direction to go. Hope this helps. Kenn LBNL On 7/7/2008 9:56 AM, Marvin Santos wrote: I also used user ID 'root' but to no avail. I'm using mysql. I'm wondering if I can change group right for Everyone from mysql? If possible, how? On Tue, Jul 8, 2008 at 12:53 AM, Kenneth Crocker [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: Marvin, I suspect there is a problem with the UserID you are signing on with. What DataBase do you have? Kenn LBNL On 7/4/2008 6:09 PM, Marvin Santos wrote: By the way, each time I attempt to revoke the superuser rights, log message says: [Sat Jul 5 00:54:11 2008] [warning]: User not loaded. (/usr/share/request-tracker3.6/lib/RT/User_Overlay.pm:1728) Please help. On Fri, Jul 4, 2008 at 4:23 PM, Marvin Santos [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] mailto:[EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: My login account has a super-user right but to no avail. Any more hints? On Fri, Jul 4, 2008 at 3:40 PM, Ruslan Zakirov [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] mailto:[EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: Try to grant yourself personal SuperUser right first and then revoke that right from everyone. On Thu, Jul 3, 2008 at 9:58 PM, Marvin Santos [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] mailto:[EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: On global group rights, I am trying to revoke a Super User rights for grouname Everyone but resulted to Right could not be revoked error message. Please help! I'm using RT-3.6.x ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] mailto:[EMAIL PROTECTED] mailto:[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] mailto:[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] RT reporting - Mean time to resolution
Eric Tamme wrote: -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Are there any canned reports that exist for RT besides whats in the tools section? Im looking for some high quality reporting - our support Mgr asked me if this had a mean time to resolution report.. and a mean time to resolution by priority I know that I can go into the database and run sql queries, i just wanted to know if there were some predefined queries, or reporting addons anywhere? Thanks - -- Eric Tamme -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.6 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFIbPVi7CXjaJSx184RAptIAJ9iScvOUasuQiz6rE8QwigeJVEp1QCgutqV j43HgV9/jtCpUD8vwU2iRBQ= =OP4N -END PGP SIGNATURE- ___ 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 I built a really ugly script that accepts query string from a browser and prints out average time for resolution and open. It is a total hackjob, but your welcome to mess with it. Edit the file and take a look at the comments. You will need to change the username and password to connect to your rt database. You install the script by putting it in your cgi-bin directory and calling: http://serverip/cgi-bin/OpenResolveReport.pl?datefrom=2008-07-01dateto=2008-07-07 You can change the datefrom and dateto variables above to fit your needs. Also, I DID NOT SANITIZE THE SQL INPUT, SO THIS IS A HUGE SECURITY RISK, AT THE VERY LEAST, USE A USER ACCOUNT THAT ONLY HAS SELECT PERMISSIONS. OpenResolveReport.pl Description: Perl program ___ 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] changing due dates (or other fields) on transactions
a. When you are in the ticket, click Dates and put in the appropriate date, then click save changes. Kenn LBNL On 7/7/2008 10:23 AM, The Anarcat wrote: Hello! How would I go around making RT allow me to change the due dates and other fields when I update a ticket? a. ___ 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] changing due dates (or other fields) on transactions
a, sorry, I misread your note. Make sure you are in the group that has the ModifyTicket right. Kenn LBNL On 7/7/2008 10:23 AM, The Anarcat wrote: Hello! How would I go around making RT allow me to change the due dates and other fields when I update a ticket? a. ___ 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] changing due dates (or other fields) on transactions
Well, that's not what I'm looking for.. :) I know I can do that, what I would like to do is to expose *some* fields in the Correspond/Reply screen so that I don't have to click around as much. Right now I need to do this: 1. Click reply 2. fill in a reply 3. click update 4. click Dates 5. enter a date 6. click update I would like to do this: 1. click reply 2. fill in a reply and a due date 3. click update :) A. On Mon, Jul 07, 2008 at 11:20:13AM -0700, Kenneth Crocker wrote: a. When you are in the ticket, click Dates and put in the appropriate date, then click save changes. Kenn LBNL On 7/7/2008 10:23 AM, The Anarcat wrote: Hello! How would I go around making RT allow me to change the due dates and other fields when I update a ticket? a. ___ 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 -- signature.asc Description: Digital signature ___ 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] internal error 500
I've just setup a new rt-3.6.7 on apache2 with fastcgi but received an internal server error 500 when trying to view the site. I looked over my server logs below: [Mon Jul 07 18:53:56 2008] [error] [client 10.110.18.3] FastCGI: comm with server /usr/local/rt/bin/mason_handler.fcgi aborted: idle timeout (120 sec) [Mon Jul 07 18:53:56 2008] [error] [client 10.110.18.3] FastCGI: incomplete headers (0 bytes) received from server /usr/local/rt/bin/mason_handler.fcgi I've followed the installation steps here: http://www.sun.com/bigadmin/features/articles/req_track_2.html Did I missed some thing? Thanks! Marvin. ___ 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] internal error 500
Marvin Santos wrote: I've just setup a new rt-3.6.7 on apache2 with fastcgi but received an internal server error 500 when trying to view the site. I looked over my server logs below: [Mon Jul 07 18:53:56 2008] [error] [client 10.110.18.3 http://10.110.18.3] FastCGI: comm with server /usr/local/rt/bin/mason_handler.fcgi aborted: idle timeout (120 sec) [Mon Jul 07 18:53:56 2008] [error] [client 10.110.18.3 http://10.110.18.3] FastCGI: incomplete headers (0 bytes) received from server /usr/local/rt/bin/mason_handler.fcgi check the permissions on your rt dir -- -- Chaim Rieger ___ 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] Recognise Modified Subject Tokens
Hi, I was wondering if there is a way to configure RT to 'recognise' email replies with modified Subject Tokens below as being from the same RT ticket? [rt.foo.com #1234] [rt.foo.com @1234] [rt.foo.com 1234] Thanks in advance. Phillip. Regards, Phillip Tan Pacific Arena Private Limited 200 Cantonment Road #04-05 Southpoint Singapore 089763 T: (65) 6317 2874 F: (65) 6317 2811 www.pricebreaker.travel www.pacificarena.travel Business Registration No.197600773W TA249 ___ 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] Which user/group should RT be using?
My RT installation is working very well, but there are some things that didn't go as expected--according to the documentation I used to install it. One of those things is the fact that RT didn't use the rt group I created during installation--instead, it used the web servers user/ group to set file permissions. My question is this: Does it matter if RT is using it's own group or that of the web server? ___ 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] Which user/group should RT be using?
I always use the httpd group, no issues really What issues are you seeing/having --Original Message-- From: Tom Smith Sender: [EMAIL PROTECTED] To: rt-users Sent: Jul 7, 2008 20:33 Subject: [rt-users] Which user/group should RT be using? My RT installation is working very well, but there are some things that didn't go as expected--according to the documentation I used to install it. One of those things is the fact that RT didn't use the rt group I created during installation--instead, it used the web servers user/ group to set file permissions. My question is this: Does it matter if RT is using it's own group or that of the web server? ___ 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 Sent via BlackBerry from T-Mobile ___ 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
