Re: [rt-users] RT 3.8 - Create New ticket when a requestor send an email with a resolved ticket
I want RT 3.8 to create a new ticket on a predefined queue when a user reply by email to a resolved ticket. The new ticket must have in the subject “Reopen:” and the new ID. An email must be sent automatically to the requestor informing the new ID. Not sure how it applies to 3.8, but ForkIntoNewTicket (http://wiki.bestpractical.com/view/ForkIntoNewTicket) sounds like what you want: Summary I use this scrip associated with a condition scrip that only catch correspondence/comment to a closed ticket. This scrip create a new ticket based on the correspondence/comment (subject,to,from,data). 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
[rt-users] RT-3.8-Configure AD LDAP External authentication
Hi, I have Mike Peachey external auth plugin installed in RT. Now, how do i tell RT to use it for LDAP authentication? Whats the rt_site_config variable to set? And then in what file i set the ldap server name (IP)? TIA, Filipe Portugal ___ 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] unsubscribe
unsubscribe Thanks, Sudhir Damle ___ 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-3.8-Configure AD LDAP External authentication
Everything you need is in these threads. I just got it working on 3.8.1 from these. http://wiki.bestpractical.com/view/ExternalAuth - Read the Post-Install section http://www.gossamer-threads.com/lists/rt/users/77286 http://www.gossamer-threads.com/lists/rt/users/77139?search_string=ldap% http://www.gossamer-threads.com/lists/rt/users/77139?search_string=ldap%25 From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Filipe José Silva Clemente Sent: Wednesday, October 01, 2008 7:13 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] RT-3.8-Configure AD LDAP External authentication Hi, I have Mike Peachey external auth plugin installed in RT. Now, how do i tell RT to use it for LDAP authentication? Whats the rt_site_config variable to set? And then in what file i set the ldap server name (IP)? TIA, Filipe Portugal The information contained in this communication may be confidential or legally privileged and is intended only for the recipient named above. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication or its contents is strictly prohibited. If you have received this communication in error, immediately advise the sender and delete the original and any copies from your computer system. ___ 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] Problem with visibilty of several tickets
Hi, this problem persist, but now I'm able to describe how this invisible tickets have been created. If you simetime cut and paste the part of MS Excel table (I guess openoffice calc also) and send it to RT or insert it in RT web-form of new or existing ticket (comment or reply), so since then RT will NOT display this message and any other further messages of this ticket. The same problem is with mail attachements. You can try download this file (http://home.zcu.cz/~indy/rt-vanishing-tickets.txt.gz), gunzip it and add in RT as an attachment. In my environment it works for 100%. This behavior is a litlle bit annoying :( Does anyone has the same problem? Or better - solution? :) Thanks, Petr Grolmus Hi2all, we upgraded RT system from version 2.x to 3.6.1 several months ago. Now, occasionally we have problems with some tickets. In web interface we can see only the first (initial) message - even the RT admin with all privileges. All messages sent to these tickets are stored in database and are correctly send by mail to all persons associated with these tickets. The only problem is with visibility in the web interface. The moving ticket to other queue doesn't help. Does anyone has such experience? We didn't find any common features of these tickets - different requestor, queues, attachements (if any), ... No lead :( RT version: 3.6.1-3~bpo.1 (debian package) DB backend: local MySQL 5.0.32-7etch1 (debian package) Tickets in RT over 73 thousand Affected tickects: 8-10 in past 4 months Any suggestions? Thanks, Petr Grolmus ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today.Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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] Problem with visibilty of several tickets
On Wed, Oct 01, 2008 at 03:39:01PM +0200, Petr Grolmus wrote: Hi, this problem persist, but now I'm able to describe how this invisible tickets have been created. If you simetime cut and paste the part of MS Excel table (I guess openoffice calc also) and send it to RT or insert it in RT web-form of new or existing ticket (comment or reply), so since then RT will NOT display this message and any other further messages of this ticket. The same problem is with mail attachements. You can try download this file (http://home.zcu.cz/~indy/rt-vanishing-tickets.txt.gz), gunzip it and add in RT as an attachment. In my environment it works for 100%. This behavior is a litlle bit annoying :( Does anyone has the same problem? Or better - solution? :) This looks like the old Text::Quoted bug. Uninstall Text::Quoted or upgrade it to latest version should fix your problem. ___ 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] Problem with visibilty of several tickets
I had a similar problem, which was fixed by upgrading Text::Quoted from 2.02 to 2.05. http://lists.bestpractical.com/pipermail/rt-users/2008-May/051841.html Hope this helps, Rich ___ 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] Problem with visibilty of several tickets
On Wed, Oct 01, 2008 at 03:39:01PM +0200, Petr Grolmus wrote: this problem persist, but now I'm able to describe how this invisible tickets have been created. If you simetime cut and paste the part of MS Excel table (I guess openoffice calc also) and send it to RT or insert it in RT web-form of new or existing ticket (comment or reply), so since then RT will NOT display this message and any other further messages of this ticket. The same problem is with mail attachements. You can try download this file (http://home.zcu.cz/~indy/rt-vanishing-tickets.txt.gz), gunzip it and add in RT as an attachment. In my environment it works for 100%. This behavior is a litlle bit annoying :( Does anyone has the same problem? Or better - solution? :) It's probably Perl segfaulting in Text::Tabs. There should be some traces about this in the apache error.log. This is what was briefly in NOTES.Debian until a newer version of libtext-quoted-perl (2.04, I believe) worked around it and a newer version of Perl itself (5.10.0) fixed it: INCOMPLETE DISPLAY OF TICKET CONTENTS - If you can't see all the content of your tickets, you may be hitting a Perl bug that makes it crash with some UTF-8 data sequences. See http://rt.perl.org/rt3/Public/Bug/Display.html?id=40989 . Starting with 3.6.3, a workaround is to remove the libtext-quoted-perl package. Another workaround is to copy /usr/share/request-tracker3.6/html/Ticket/Elements/ShowTransactionAttachments into /usr/local/share/request-tracker3.6/html/Ticket/Elements/ShowTransactionAttachments and comment out the Text::Quoted call in the local copy. HTH, -- Niko Tyni [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
[rt-users] Possible dumb question...be warned
Is there a limitation on the number of queues that can be created? sklutch ___ 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] Possible dumb question...be warned
depends, is that you or management asking? LOL :) (real answer: i have no idea, but probably, yes. and the number is most likely gargantuan for realistic purposes.) -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Simon Jester Sent: Wednesday, October 01, 2008 9:36 AM To: [EMAIL PROTECTED] Subject: [rt-users] Possible dumb question...be warned Is there a limitation on the number of queues that can be created? sklutch ___ 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] Possible dumb question...be warned
Gabriel Cadieux gcadieux at securetechnologies.ca writes: depends, is that you or management asking? LOL :) (real answer: i have no idea, but probably, yes. and the number is most likely gargantuan for realistic purposes.) I had my previous programmer tell me that there was a limitation on the number of queues that could be created, because of programmatic reasons. I was busy with 3 other projects and just took his word for it...but later my brain said it was all just table data and databases can have silly levels of table data. Just looking for verification before I create a whole slew of new queues. Yes, at the request of mgmt. :) sklutch ___ 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] Possible dumb question...be warned
On Wed, Oct 01, 2008 at 02:45:13PM +, Simon Jester wrote: I had my previous programmer tell me that there was a limitation on the number of queues that could be created, because of programmatic reasons. I was busy with 3 other projects and just took his word for it...but later my brain said it was all just table data and databases can have silly levels of table data. Just looking for verification before I create a whole slew of new queues. Yes, at the request of mgmt. :) RT.cpan.org as thousands of queues (one per Perl package) so a lot is possible ;) ___ 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] Possible dumb question...be warned
On Wed, 01 Oct 2008 10:36:00 -0400, Simon Jester [EMAIL PROTECTED] wrote: Is there a limitation on the number of queues that can be created? No hard limitation, but there might be a scalability issue for some pages and drop-down lists. For example, Config-Queues gets a bit long with a lot of queues. There might also be performance issues in places that check acls for every queue in some list. 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
[rt-users] Error with searches: Can't find a saved search to work with
When saving a search to My Saved Searches you may receive the error: Can't find a saved search to work with Failed to create search attribute This is a permissions related problem. Make sure your group has the following rights: CreateSavedSearch EditSavedSearches LoadSavedSearch ShowSavedSearches ModifySelf The modifyself permission is needed to get around those errors. The information contained in this communication may be confidential or legally privileged and is intended only for the recipient named above. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication or its contents is strictly prohibited. If you have received this communication in error, immediately advise the sender and delete the original and any copies from your computer system. ___ 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] Bulk update in 3.8
Right. But if an array were used (may be too much work now) it'd be much clearer. Push new stuff on, and grep to simplify the interface :-P (Splice could be used in many ways, but it faces the same index dependency problems). -- Cambridge Energy Alliance: Save money the planet ___ 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] Bulk update in 3.8
On Wed 1.Oct'08 at 12:02:50 -0400, Jerrad Pierce wrote: Right. But if an array were used (may be too much work now) it'd be much clearer. Push new stuff on, and grep to simplify the interface :-P As we move RT to Jifty, we get to move to Jifty::Menu. That's the way forward. (Splice could be used in many ways, but it faces the same index dependency problems). -- Cambridge Energy Alliance: Save money the planet -- pgp9mEDCZWshz.pgp Description: 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
Re: [rt-users] Mobile interface?
On Tue 30.Sep'08 at 14:30:32 +0100, Gavin Henry wrote: Hi, We're on BlackBerry for mobiles here and wondered if there is a mobile interface for creating tickets logging in etc? For example, something like: I've done it for much earlier versions of RT and we're working on making it something that's pretty straightforward to do for RT 4.0, but it falls into the would love to do for a customer, but probably won't do on our own bucket for RT 3.x. -jesse pgpjzEwB1k4Cq.pgp Description: 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
Re: [rt-users] Possible dumb question...be warned
Make an iPhone app and sell it for 50$ bucks? Then you don't mind giving away the server, and 50$ for someone who uses RT professionally is cheap. Heck most commercial issue trackers out there run more than 100$ per seat. -- Mathieu Longtin 1-514-803-8977 On Wed, Oct 1, 2008 at 12:35 PM, Kenneth Crocker [EMAIL PROTECTED] wrote: Simon, On top of what Steve said, you had better have a REAL ROBUST infrastructure in place. We have over 115 Queues and we have a pretty good infrastructure to manage it. As SYS Admin, I would go CRAZY trying to make all the permission changes each queue Admin wants or for some owner. Or handling the procedures of passing a ticket from one queue to another OR the permission requirements for ticket owners between different queues where they have parent/child/DependsOn tickets. And then there is Project management ANd dtermining which scrips should be global and which Queue-based. It's a whole pit full of snakes if you do not have a plan for the infrastructure you will need with ALL the queues and all the people involved in managing them. Good Luck! We have some guides we use for our general users (ticket creators owners) and the queue Admins (Queue managers) that might help. What is your customer base or service? Kenn LBNL On 10/1/2008 8:03 AM, Stephen Turner wrote: On Wed, 01 Oct 2008 10:36:00 -0400, Simon Jester [EMAIL PROTECTED] wrote: Is there a limitation on the number of queues that can be created? No hard limitation, but there might be a scalability issue for some pages and drop-down lists. For example, Config-Queues gets a bit long with a lot of queues. There might also be performance issues in places that check acls for every queue in some list. 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 ___ 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] Possible dumb question...be warned
Simon, On top of what Steve said, you had better have a REAL ROBUST infrastructure in place. We have over 115 Queues and we have a pretty good infrastructure to manage it. As SYS Admin, I would go CRAZY trying to make all the permission changes each queue Admin wants or for some owner. Or handling the procedures of passing a ticket from one queue to another OR the permission requirements for ticket owners between different queues where they have parent/child/DependsOn tickets. And then there is Project management ANd dtermining which scrips should be global and which Queue-based. It's a whole pit full of snakes if you do not have a plan for the infrastructure you will need with ALL the queues and all the people involved in managing them. Good Luck! We have some guides we use for our general users (ticket creators owners) and the queue Admins (Queue managers) that might help. What is your customer base or service? Kenn LBNL On 10/1/2008 8:03 AM, Stephen Turner wrote: On Wed, 01 Oct 2008 10:36:00 -0400, Simon Jester [EMAIL PROTECTED] wrote: Is there a limitation on the number of queues that can be created? No hard limitation, but there might be a scalability issue for some pages and drop-down lists. For example, Config-Queues gets a bit long with a lot of queues. There might also be performance issues in places that check acls for every queue in some list. 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 ___ 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] Possible dumb question...be warned
Kenneth Crocker KFCrocker at lbl.gov writes: What is your customer base or service? Kenn LBNL Heh, I only have to support a gang of 30, at present. In future, might even go up to 60 people. sklutch ___ 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] Add search to RT System's saved searches
Come on now. I know we aren't the only people to have run into this. -Mathew -- Keep up with my goings on at http://feeds.feedburner.com/theillien_atom ___ 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] Obtaining ticket ID from rt-mailgate in Procmail
I am calling rt-mailgate from Procmail and need to capture the ticket id of the ticket it creates. The tickets are created correctly, but I need this ticket id to pass to another script in Procmail. Does anyone have an example of this? Thank you, ___ 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] RT 3.8 - Queues user permissions
Hi, I have a queue called Entrance and i want the helpdesk team to analise the ticket and then change it for the corresponding support queue. Two questions: 1 - I want helpdesk team to have permissions to change the queue ticket and so they must have Showqueues permission but i dont want them to open the support queue. Is this possible? 2 - I want that, when the helpdesk team change the ticket queue and if a specified custom filed isnt filled, RT 3.8 gives an error to the user and the queue change operation isnt performed. Any script to do that? How do i show error messages to the users from script ? Another question: How can i run some daily based scripts to perform some actions in RT. RT 3.8 have a crontable tool? If yes how can i configure it? TIA, Filipe Portugal ___ 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
