[rt-users] Shredder cannot shred ticket with many attachments
Hi everyone, first time post to the list but I have been following it for 2 years now - thanks for all the great advice. I had a mail loop on my system during December. Someone emailed a corrupt attachment in, rt would send a response to watchers and my exchange server on the LAN NDR'd the message back to RT (corrupt attachment), RT in turn then sent out a mail to the watchers and this caused an eternal NDR/Response loop. I think I have in excess of 100,000 responses in the ticket We were on 3.8.1 and now running 3.8.2rc1 In firefox I get the following timeout after a few hours: Couldn't wipeout object: no connection to syslog available - /dev/log is not a socket at /usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch/Syslog.pm line 71 Stack: [/usr/lib/perl5/5.10.0/Carp.pm:44] [/usr/lib/perl5/5.10.0/i386-linux-thread-multi/Sys/Syslog.pm:510] [/usr/lib/perl5/5.10.0/i386-linux-thread-multi/Sys/Syslog.pm:389] [/usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch/Syslog.pm:71] [/usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch/Output.pm:39] [/usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch.pm:147] [/usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch.pm:95] [/usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch.pm:70] [/usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch.pm:22] [/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236] [/opt/rt3/bin/../lib/RT/Shredder.pm:595] [/opt/rt3/bin/../lib/RT/Shredder.pm:591] [/opt/rt3/bin/../lib/RT/Shredder/Dependencies.pm:146] [/opt/rt3/bin/../lib/RT/Shredder.pm:592] [/opt/rt3/bin/../lib/RT/Shredder.pm:591] [/opt/rt3/bin/../lib/RT/Shredder/Dependencies.pm:146] [/opt/rt3/bin/../lib/RT/Shredder.pm:592] [/opt/rt3/bin/../lib/RT/Shredder.pm:591] [/opt/rt3/bin/../lib/RT/Shredder/Dependencies.pm:146] [/opt/rt3/bin/../lib/RT/Shredder.pm:592] [/opt/rt3/bin/../lib/RT/Shredder.pm:591] [/opt/rt3/bin/../lib/RT/Shredder/Dependencies.pm:146] [/opt/rt3/bin/../lib/RT/Shredder.pm:592] [/opt/rt3/bin/../lib/RT/Shredder.pm:591] [/opt/rt3/bin/../lib/RT/Shredder/Dependencies.pm:146] [/opt/rt3/bin/../lib/RT/Shredder.pm:592] [/opt/rt3/bin/../lib/RT/Shredder.pm:551] [/opt/rt3/bin/../lib/RT/Shredder.pm:540] [/opt/rt3/share/html/Admin/Tools/Shredder/index.html:158] [/opt/rt3/share/html/Admin/Tools/Shredder/autohandler:59] [/opt/rt3/share/html/Admin/autohandler:49] [/opt/rt3/share/html/autohandler:311] Tail -f /var/log/messages: Jan 7 11:00:35 rt kernel: imklog 3.20.2, log source = /proc/kmsg started. Jan 7 11:00:35 rt rsyslogd: [origin software=rsyslogd swVersion=3.20.2 x-pid=1622 x-info=http://www.rsyslog.com;] restart Jan 7 12:00:20 rt kernel: Kernel logging (proc) stopped. Jan 7 12:00:21 rt kernel: imklog 3.20.2, log source = /proc/kmsg started. Jan 7 12:00:21 rt rsyslogd: [origin software=rsyslogd swVersion=3.20.2 x-pid=1622 x-info=http://www.rsyslog.com;] restart I am also running Nagios on the box, will stop the service and try the shred again. Any pointers will be appreciated Ianinline: 109010712063601201.gif___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Search for logged-in user as requestor
Hi, I would like to be able to create saved searches that will find tickets where the logged in user is the Requestor. This is easy for Owner as you can use Owner = '__CurrentUser__'. Is there a way to do this for Requestor though? I tried Requestor = '__CurrentUser__' but that doesn't work. I found this on the wiki, but that only seems to apply to RT2: http://wiki.bestpractical.com/view/CurrentUserEmail Any help much appreciated!! Justin___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] On Comment set to open
Hi Guys, Just a quick question, when our users comment on a ticket in a new state, the ticket is automatically moved to an open state. There are no scripts I can find that carry out this action, is this a default action and if it is can it be changed? Many Thanks Dave ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Shredder cannot shred ticket with many attachments
I ran it with nagios disabled and same error: Couldn't wipeout object: no connection to syslog available - /dev/log is not a socket at /usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch/Syslog.pm line 71 Stack: [/usr/lib/perl5/5.10.0/Carp.pm:44] [/usr/lib/perl5/5.10.0/i386-linux-thread-multi/Sys/Syslog.pm:510] [/usr/lib/perl5/5.10.0/i386-linux-thread-multi/Sys/Syslog.pm:389] [/usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch/Syslog.pm:71] [/usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch/Output.pm:39] [/usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch.pm:147] [/usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch.pm:95] [/usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch.pm:70] [/usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch.pm:22] [/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236] [/opt/rt3/bin/../lib/RT/Shredder.pm:595] [/opt/rt3/bin/../lib/RT/Shredder.pm:591] [/opt/rt3/bin/../lib/RT/Shredder/Dependencies.pm:146] [/opt/rt3/bin/../lib/RT/Shredder.pm:592] [/opt/rt3/bin/../lib/RT/Shredder.pm:591] [/opt/rt3/bin/../lib/RT/Shredder/Dependencies.pm:146] [/opt/rt3/bin/../lib/RT/Shredder.pm:592] [/opt/rt3/bin/../lib/RT/Shredder.pm:591] [/opt/rt3/bin/../lib/RT/Shredder/Dependencies.pm:146] [/opt/rt3/bin/../lib/RT/Shredder.pm:592] [/opt/rt3/bin/../lib/RT/Shredder.pm:591] [/opt/rt3/bin/../lib/RT/Shredder/Dependencies.pm:146] [/opt/rt3/bin/../lib/RT/Shredder.pm:592] [/opt/rt3/bin/../lib/RT/Shredder.pm:591] [/opt/rt3/bin/../lib/RT/Shredder/Dependencies.pm:146] [/opt/rt3/bin/../lib/RT/Shredder.pm:592] [/opt/rt3/bin/../lib/RT/Shredder.pm:551] [/opt/rt3/bin/../lib/RT/Shredder.pm:540] [/opt/rt3/share/html/Admin/Tools/Shredder/index.html:158] [/opt/rt3/share/html/Admin/Tools/Shredder/autohandler:59] [/opt/rt3/share/html/Admin/autohandler:49] [/opt/rt3/share/html/autohandler:311] From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Ian Rowland Sent: 07 January 2009 11:57 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Shredder cannot shred ticket with many attachments Hi everyone, first time post to the list but I have been following it for 2 years now - thanks for all the great advice. I had a mail loop on my system during December. Someone emailed a corrupt attachment in, rt would send a response to watchers and my exchange server on the LAN NDR'd the message back to RT (corrupt attachment), RT in turn then sent out a mail to the watchers and this caused an eternal NDR/Response loop. I think I have in excess of 100,000 responses in the ticket We were on 3.8.1 and now running 3.8.2rc1 In firefox I get the following timeout after a few hours: Couldn't wipeout object: no connection to syslog available - /dev/log is not a socket at /usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch/Syslog.pm line 71 Stack: [/usr/lib/perl5/5.10.0/Carp.pm:44] [/usr/lib/perl5/5.10.0/i386-linux-thread-multi/Sys/Syslog.pm:510] [/usr/lib/perl5/5.10.0/i386-linux-thread-multi/Sys/Syslog.pm:389] [/usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch/Syslog.pm:71] [/usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch/Output.pm:39] [/usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch.pm:147] [/usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch.pm:95] [/usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch.pm:70] [/usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch.pm:22] [/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236] [/opt/rt3/bin/../lib/RT/Shredder.pm:595] [/opt/rt3/bin/../lib/RT/Shredder.pm:591] [/opt/rt3/bin/../lib/RT/Shredder/Dependencies.pm:146] [/opt/rt3/bin/../lib/RT/Shredder.pm:592] [/opt/rt3/bin/../lib/RT/Shredder.pm:591] [/opt/rt3/bin/../lib/RT/Shredder/Dependencies.pm:146] [/opt/rt3/bin/../lib/RT/Shredder.pm:592] [/opt/rt3/bin/../lib/RT/Shredder.pm:591] [/opt/rt3/bin/../lib/RT/Shredder/Dependencies.pm:146] [/opt/rt3/bin/../lib/RT/Shredder.pm:592] [/opt/rt3/bin/../lib/RT/Shredder.pm:591] [/opt/rt3/bin/../lib/RT/Shredder/Dependencies.pm:146] [/opt/rt3/bin/../lib/RT/Shredder.pm:592] [/opt/rt3/bin/../lib/RT/Shredder.pm:591] [/opt/rt3/bin/../lib/RT/Shredder/Dependencies.pm:146] [/opt/rt3/bin/../lib/RT/Shredder.pm:592] [/opt/rt3/bin/../lib/RT/Shredder.pm:551] [/opt/rt3/bin/../lib/RT/Shredder.pm:540] [/opt/rt3/share/html/Admin/Tools/Shredder/index.html:158] [/opt/rt3/share/html/Admin/Tools/Shredder/autohandler:59] [/opt/rt3/share/html/Admin/autohandler:49] [/opt/rt3/share/html/autohandler:311] Tail -f /var/log/messages: Jan 7 11:00:35 rt kernel: imklog 3.20.2, log source = /proc/kmsg started. Jan 7 11:00:35 rt rsyslogd: [origin software=rsyslogd swVersion=3.20.2 x-pid=1622 x-info=http://www.rsyslog.com;] restart Jan 7 12:00:20 rt kernel: Kernel logging (proc) stopped. Jan 7 12:00:21 rt kernel: imklog 3.20.2, log source = /proc/kmsg started. Jan 7 12:00:21 rt rsyslogd: [origin software=rsyslogd swVersion=3.20.2 x-pid=1622 x-info=http://www.rsyslog.com;] restart I am also running Nagios on the box, will
Re: [rt-users] Exchange 2007 setup with RT3
I'm not sure what your requirements are, but here is what we did. I tried to keep it as simple and as if I get hit by a milk truck tomorrow someone will need to work on this troubleshooting friendly as possible :) We have AD accounts created with the e-mail addresses we give to our users, supportem...@ourdomain.com, we then have a corresponding Contact object which is the RT server e-mail address so rtsupportem...@rtserver.ourdomain.com. The AD account supportem...@ourdomain.com is configured to forward all messages to its respective Contact object. The Reply address within RT is configured as the AD account e-mail address so all communications go through the AD account. Mail server for RT uses Exchange as smarthost to relay all traffic. We're running 2003, but the same should work for all flavors of Exchange. Helmuth From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Blake Turner Sent: Tuesday, January 06, 2009 7:10 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Exchange 2007 setup with RT3 Hello All, I have seen a lot of detailed posts in regards to setup with Exchange Server 2003, but the steps don't seem to apply to 2007. I have RT setup with my aliases and queues, and now its time to get the Exchange setup working properly. I have created a new send connector that uses a smart host setup with the ip address of my RT machine, but I don't really know how to make exchange only use that connector when mail is coming from or going to clientsupp...@domain.com. As I have it setup now with 2 different connectors, much of my usual mail is being bounced back, since its being sent to the RT machine and it is only setup with the clientsupport email address. I was hoping that someone had some EX07 experience and could help me along my path ! Thanks in advance for any help/tips/advice I can get !! ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Exchange 2007 setup with RT3
Just a note - I found out the hard way that if you use distribution groups they are by default internal only - you have to set the group/list in Exchange 2007 to accept external mails for them. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Helmuth Ramirez Sent: 07 January 2009 04:30 PM To: Blake Turner; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Exchange 2007 setup with RT3 I'm not sure what your requirements are, but here is what we did. I tried to keep it as simple and as if I get hit by a milk truck tomorrow someone will need to work on this troubleshooting friendly as possible :) We have AD accounts created with the e-mail addresses we give to our users, supportem...@ourdomain.commailto:supportem...@ourdomain.com, we then have a corresponding Contact object which is the RT server e-mail address so rtsupportem...@rtserver.ourdomain.commailto:rtsupportem...@rtserver.ourdomain.com. The AD account supportem...@ourdomain.commailto:supportem...@ourdomain.com is configured to forward all messages to its respective Contact object. The Reply address within RT is configured as the AD account e-mail address so all communications go through the AD account. Mail server for RT uses Exchange as smarthost to relay all traffic. We're running 2003, but the same should work for all flavors of Exchange. Helmuth From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Blake Turner Sent: Tuesday, January 06, 2009 7:10 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Exchange 2007 setup with RT3 Hello All, I have seen a lot of detailed posts in regards to setup with Exchange Server 2003, but the steps don't seem to apply to 2007. I have RT setup with my aliases and queues, and now its time to get the Exchange setup working properly. I have created a new send connector that uses a smart host setup with the ip address of my RT machine, but I don't really know how to make exchange only use that connector when mail is coming from or going to clientsupp...@domain.commailto:clientsupp...@domain.com. As I have it setup now with 2 different connectors, much of my usual mail is being bounced back, since its being sent to the RT machine and it is only setup with the clientsupport email address. I was hoping that someone had some EX07 experience and could help me along my path ! Thanks in advance for any help/tips/advice I can get !!inline: 109010716541000502.gif___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] [Rt-announce] RT 3.8.2 Released
We are happy to announce that RT 3.8.2 is now available. You can download it from: http://download.bestpractical.com/pub/rt/release/rt-3.8.2.tar.gz http://download.bestpractical.com/pub/rt/release/rt-3.8.2.tar.gz.sig SHA1 sums e5e17464849ec040b7b1d6d14f456a2e64871848 rt-3.8.2.tar.gz b6c1d165af056d21b2ddfb7ac018a1812f928e87 rt-3.8.2.tar.gz.sig A longer changelog is available at the bottom of this announcement. Some highlighted changes include: * Approvals System Overhaul * Dashboards Overhaul, including the ability to include more types of portlets and a new subscription type * Upgrades to the mysql schema upgrade script, now named upgrade-mysql-schema.pl If you're planning an upgrade from a version of RT prior to 3.8, please read UPGRADING.mysql * Many localization cleanups * Fixes to HTML mail generation and the handling of mixed/alternative messages. The WYSIWYG editor was also upgraded. See docs/templates.pod for more about generating HTML mail. * complete reimplementation of sbin/rt-validator for checking integrity of the DB If you are using RT::Authen::ExternalAuth with RT 3.8.1 please be sure to upgrade to RT-Authen-ExternalAuth-0.07_02 (available on CPAN) with 3.8.2 -kevin Changelog: New features: * complete reimplementation of sbin/rt-validator for checking integrity of the DB [ruz] * add UseSQLForACLChecks option - no more wrong numbers in search results, no more missing entries on pages, no more empty pages, but only if your DB can handle such queries [ruz] * add sbin/rt-attributes-viewer that helps sometimes investigate problems [ruz] * break out the Logout link into an Element so you can override it [falcone] * Allow %ARGS to set custom field values in SelfService [alexmv] * A new callback for successful login via WebExternalAuth [sartak] * A new callback in Ticket/Create.html [alexmv] * show how often user recieves messages on a ticket [ruz] * REST improvements - Queue ticket CFs, Queue CFs, Group management, Attachments [Philip Kime] * Allow optional # before ticket ID in simple search [alexmv] * Add callbacks for the themes' main stylesheets * Allow group charts by users' Organization and other fields [ruz] * Allow change of Requestor in QuickCreate [elacour] * revert cleanup from require/our @ISA to use base because it breaks RT running under fastcgi/mod_perl * Cleanup Dashboard internals and unify with Saved Searches [sartak] * Allow homepage components to be used on Dashboards [sartak] * Add support for every X weeks Dashboard subscriptions [sunnvy] * Cleanup and refactor the localization infrastructure [clkao, elacour] * Add new global Config option MessageBoxIncludeSignature to control whether signatures are included in Replies and Comments [falcone] * Handle dates and Custom Fields when redirecting to Ticket/ Display.html [sartak] * Name the Submit button on Ticket modification pages and clean up [sartak] * Support for parallel testing (make test-parallel) and fixes for Pg when running in parallel [ruz falcone] * Support for running automated tests on Oracle [ruz] * add an Initial callback to the homepage [ruz] * New callback on search results to add new tools [elacour] * Instructions for starting to port to windows [sunnavy] * Add custom Transaction display for Told [sunnavy] * Add ShowApprovalsTab right to control who sees the Approvals links [elacour] * Approvals System Overhaul [clkao] * Allow setting colspan in formats [sartak Olly Stephens] * Documentation of Template variables [sartak] * New Callback in ParseFormat [sartak Eynat Nir Mishor] * for rt-mailgate, if --action correspond --extension action is specifict, fall back to correspond for emails without an extension [sartak Jerrad Pierce] * Command line enhancements [alexmv Wolfgang Friebel] * Support HTML for MakeClicky [sunnavy] * clean up handling of static files in NoAuth/images and NoAuth/css [falcone] * let more HTML tags created by the RichText editor show in the Ticket Display [falcone] Fixes and cleanups * fix searching by CFs on Oracle [ruz] * Documentation fixes and improvements here and there [all] * Set default LogToSysLog to 'info' instead of 'debug' [sunnavy] * Fix file names corruption when attaching files with international character via UI [ruz] * Fix attaching attachments to outgoing mails in RT on Oracle DB [joop] * Various improvements in web installer [sunnavy] * CSS fixes [sunnavy, elacour] * Pg has support for USAGE privilege on sequences only starting from Pg 8.2.0, improve etc/acl.Pg* [ruz] * Don't do the safe ipc hack for SpeedyCGI [Niko Tyni] * rewrite displaying message stanza without recursion to avoid problems with deep recursion errors and improve performance [ruz] * fix double BRs in ticket history [ruz] * fix minor tags dis-balance [Olly Stephens] * partially make Shredder's pages translatable [ruz] * fix issue when schema upgrade script could generate ALTER TABLE ...
[rt-users] On Comment set to open
Hi Guys, Just a quick question, when our users comment on a ticket in a new state, the ticket is automatically moved to an open state. There are no scripts I can find that carry out this action, is this a default action and if it is can it be changed? Many Thanks Dave ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Search for logged-in user as requestor
Hello,Justin, I use in similar saved searches for V3.8.1 the clause: Owner.Id = '__CurrentUser__' so maybe Requestor.Id would do? HTH, Gabriele Franzini ICT Applications Manager Nerviano Medical Sciences SRL 20014 Nerviano Italy - Message: 1 Date: Wed, 7 Jan 2009 09:43:12 + From: Justin Hayes justin.ha...@orbisuk.com Subject: [rt-users] Search for logged-in user as requestor Hi, I would like to be able to create saved searches that will find tickets where the logged in user is the Requestor. This is easy for Owner as you can use Owner = '__CurrentUser__'. Is there a way to do this for Requestor though? I tried Requestor = '__CurrentUser__' but that doesn't work. I found this on the wiki, but that only seems to apply to RT2: http://wiki.bestpractical.com/view/CurrentUserEmail Any help much appreciated!! Justin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] On Comment set to open
On Wed, 07 Jan 2009 10:03:35 -0500, Dave Wells dave.we...@foreshore.net wrote: Hi Guys, Just a quick question, when our users comment on a ticket in a new state, the ticket is automatically moved to an open state. There are no scripts I can find that carry out this action, is this a default action and if it is can it be changed? Many Thanks Dave Do you mean comment or reply? There's a global scrip installed by default that does this on reply: On Correspond Open Tickets with template Blank Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] On Comment set to open
On Correspond Open Tickets with template Blank It's a customization on the wiki, not a part of the core as far I've ever seen. There are also variants like take on correspond iff unowned admincc, which we recently implemented here with success. -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] On Comment set to open
Hi, Nope this is purely a comment via the web interface. I have also removed the default script mentioned. The scripts I have set are as follows: Scrips which apply to all queues Send Notification of Ticket when a reply is received to a resolved ticket On Reply to Resolved Ticket Notify AdminCcs with template ReplyToResolved Send Notification of Ticket when a reply is received to a resolved ticket On Reply to Resolved Ticket Notify Ccs with template ReplyToResolved Send Notification of Ticket when a reply is received to a resolved ticket On Reply to Resolved Ticket Notify Owner with template ReplyToResolved On a Reply(correspondance) to a resolved ticket set the status back to new On Reply to Resolved Ticket User Defined with template Blank For CC and BCC Field On Correspond Notify Other Recipients with template Correspondence for CC and BCC Field On Comment Notify Other Recipients with template Correspondence Queue Scrips On Resolve Notify Requestors with template Resolved On Resolve Notify AdminCcs with template Resolved On Resolve Notify Owner with template Resolved On Correspond Notify Requestors with template Correspondence On Create Notify Owner with template Admin Comment On Create Notify Requestors, Ccs and AdminCcs with template Admin Comment On Correspond Notify Owner with template Correspondence Thanks Dave -Original Message- From: Stephen Turner [mailto:stur...@mit.edu] Sent: 07 January 2009 15:31 To: Dave Wells; RT users Subject: Re: [rt-users] On Comment set to open On Wed, 07 Jan 2009 10:03:35 -0500, Dave Wells dave.we...@foreshore.net wrote: Hi Guys, Just a quick question, when our users comment on a ticket in a new state, the ticket is automatically moved to an open state. There are no scripts I can find that carry out this action, is this a default action and if it is can it be changed? Many Thanks Dave Do you mean comment or reply? There's a global scrip installed by default that does this on reply: On Correspond Open Tickets with template Blank Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT at a Glance modification
Hi list, I notice that under version 3.8.2 the length of the subject adjusts into the RT at a Glance page, seen the Quick Search, Reminders, etc.- moving from side to side depending on ticket subject length. Is there a way to change this as per 3.6.1 handles? I been looking through some css but can't find this. Many Thanks, Seb.- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] On Comment set to open
On Wed, 07 Jan 2009 10:43:08 -0500, Dave Wells dave.we...@foreshore.net wrote: Hi, Nope this is purely a comment via the web interface. I have also removed the default script mentioned. This finally rang a bell - if you look at html/Ticket/Update.html you'll see code that sets the status drop down default to 'open' if the ticket status is 'new'. So when you submit a comment the status is updated. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] On Comment set to open
On Wed, 07 Jan 2009 10:41:03 -0500, Jerrad Pierce jpie...@cambridgeenergyalliance.org wrote: On Correspond Open Tickets with template Blank It's a customization on the wiki, not a part of the core as far I've ever seen. There are also variants like take on correspond iff unowned admincc, which we recently implemented here with success. I'm seeing that scrip definition as part of /etc/initialdata (rt 3.8.0). It's been set up by default on every RT install I've done. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] On Comment set to open
Thanks very much for the info, makes sense now. If I change html/Ticket/Update.html to set the status default to new, do you think this would cause any issues? -Original Message- From: Stephen Turner [mailto:stur...@mit.edu] Sent: 07 January 2009 15:56 To: Dave Wells; RT users Subject: Re: [rt-users] On Comment set to open On Wed, 07 Jan 2009 10:43:08 -0500, Dave Wells dave.we...@foreshore.net wrote: Hi, Nope this is purely a comment via the web interface. I have also removed the default script mentioned. This finally rang a bell - if you look at html/Ticket/Update.html you'll see code that sets the status drop down default to 'open' if the ticket status is 'new'. So when you submit a comment the status is updated. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] On Comment set to open
On Wed, 07 Jan 2009 11:03:19 -0500, Dave Wells dave.we...@foreshore.net wrote: Thanks very much for the info, makes sense now. If I change html/Ticket/Update.html to set the status default to new, do you think this would cause any issues? I think this code (along with the global scrip) is just helping to implement the business rule that any change to a new ticket automatically opens the ticket. That way, you can distinguish between untouched tickets and ones that are actively being worked on. So if you don't want that business rule, I don't think there'd be any harm in removing the code. I do think it would be neater to remove the code, so that the drop-down default is whatever the ticket status is. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] approval needs
hi every one, i'm new on RT and i'm trying for my company to setup RT with approval mechanism... i'm actually using RT 3.8.1 i followed instruction here : http://wiki.bestpractical.com/view/ApprovalCreation when i create a ticket on queue 'request' a ticket is created on queue 'approval' .. all seems good! but user in group that can access to queue Request (approver user) can see queue, but it's always empty queue... even if by entering ticket ID on search box, i can see ticket with owner set to approver user, and queue set to Request ... even schredder can not find any ticket, deleted or not from this queue ... any idea why such happen? :) thanks a lot in advance, ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Exchange 2007 setup with RT3
Thank you for the replies, Helmuth - I was going through your instructions and it seems pretty simple to setup. The only thing I don't understand is Mail server for RT uses Exchange as smarthost to relay all traffic. Are you saying that you had to setup RT to use Exchange as a Smarthost, and not the other way around. This smarthost part of the process is what is the most confusing. Thanks again ! From: Helmuth Ramirez [mailto:helmuthrami...@compupay.com] Sent: Wednesday, January 07, 2009 7:30 AM To: Blake Turner; rt-users@lists.bestpractical.com Subject: RE: [rt-users] Exchange 2007 setup with RT3 I'm not sure what your requirements are, but here is what we did. I tried to keep it as simple and as if I get hit by a milk truck tomorrow someone will need to work on this troubleshooting friendly as possible :) We have AD accounts created with the e-mail addresses we give to our users, supportem...@ourdomain.com, we then have a corresponding Contact object which is the RT server e-mail address so rtsupportem...@rtserver.ourdomain.com. The AD account supportem...@ourdomain.com is configured to forward all messages to its respective Contact object. The Reply address within RT is configured as the AD account e-mail address so all communications go through the AD account. Mail server for RT uses Exchange as smarthost to relay all traffic. We're running 2003, but the same should work for all flavors of Exchange. Helmuth From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Blake Turner Sent: Tuesday, January 06, 2009 7:10 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Exchange 2007 setup with RT3 Hello All, I have seen a lot of detailed posts in regards to setup with Exchange Server 2003, but the steps don't seem to apply to 2007. I have RT setup with my aliases and queues, and now its time to get the Exchange setup working properly. I have created a new send connector that uses a smart host setup with the ip address of my RT machine, but I don't really know how to make exchange only use that connector when mail is coming from or going to clientsupp...@domain.com. As I have it setup now with 2 different connectors, much of my usual mail is being bounced back, since its being sent to the RT machine and it is only setup with the clientsupport email address. I was hoping that someone had some EX07 experience and could help me along my path ! Thanks in advance for any help/tips/advice I can get !! ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] closing out spam tickets
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 No matter how good our spam filters are for out support email accounts, spam is going to get through, and we would prefer to err on the side of letting things in rather than dropping emails from real customers. I'm wondering if someone has any simple suggestions/plugins/etc. for adding buttons to the RT at a glance page that would add a close this as spam button next to the Take ticket button. I see a lot of various recipes at: http://wiki.bestpractical.com/view/SpamFiltering for filtering things. That's not my problem at present (sorting the spam into a different queue). It's what to do with it once sorted. What do others do? - -- Michael Richardson m...@simtone.net Director -- Consumer Desktop Development, Simtone Corporation, Ottawa, Canada Personal: http://www.sandelman.ca/mcr/ SIMtone Corporation fundamentally transforms computing into simple, secure, and very low-cost network-provisioned services pervasively accessible by everyone. Learn more at www.simtone.net and www.SIMtoneVDU.com -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.6 (GNU/Linux) iQDVAwUBSWTdkO0sRu40D6vCAQIrQQYAsPKDEedhSB/5IIZHJBKmMu0vRhPaJaw0 HxTtRcAb3b4OVFLeVU63+ofseQO+omfmprUHNaW3sA+2EPgHsr6rS00Aa1MJ9fDU WErFKgFsqIeMkM3ltoT3ztSbOSuGS6u843jzEDcQVxAcRRmBN622W90Gnxp0YH6l L4pOUMVH9trZ0HeUyVR3j9WyrFt7B7ecZxq4yP1rO9FmCgbMMVtUdjYiWFW5FRu0 yBrd4PGlFze6sv9YQzPOe8nQu+Sdwoa5 =2Emt -END PGP SIGNATURE- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] closing out spam tickets
Items in the spam queue never show up in newest unowned, so that helps. Once every few days/weeks, I look at the spam queue, and bulk update things to rejected status. On Wed, Jan 7, 2009 at 11:51, m...@simtone.net wrote: -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 No matter how good our spam filters are for out support email accounts, spam is going to get through, and we would prefer to err on the side of letting things in rather than dropping emails from real customers. I'm wondering if someone has any simple suggestions/plugins/etc. for adding buttons to the RT at a glance page that would add a close this as spam button next to the Take ticket button. I see a lot of various recipes at: http://wiki.bestpractical.com/view/SpamFiltering for filtering things. That's not my problem at present (sorting the spam into a different queue). It's what to do with it once sorted. What do others do? - -- Michael Richardson m...@simtone.net Director -- Consumer Desktop Development, Simtone Corporation, Ottawa, Canada Personal: http://www.sandelman.ca/mcr/ SIMtone Corporation fundamentally transforms computing into simple, secure, and very low-cost network-provisioned services pervasively accessible by everyone. Learn more at www.simtone.net and www.SIMtoneVDU.com -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.6 (GNU/Linux) iQDVAwUBSWTdkO0sRu40D6vCAQIrQQYAsPKDEedhSB/5IIZHJBKmMu0vRhPaJaw0 HxTtRcAb3b4OVFLeVU63+ofseQO+omfmprUHNaW3sA+2EPgHsr6rS00Aa1MJ9fDU WErFKgFsqIeMkM3ltoT3ztSbOSuGS6u843jzEDcQVxAcRRmBN622W90Gnxp0YH6l L4pOUMVH9trZ0HeUyVR3j9WyrFt7B7ecZxq4yP1rO9FmCgbMMVtUdjYiWFW5FRu0 yBrd4PGlFze6sv9YQzPOe8nQu+Sdwoa5 =2Emt -END PGP SIGNATURE- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Exchange 2007 setup with RT3
Hi Blake, I have a mail server installed on my RT box (Postfix). Postfix is configured to use my Exchange server as its smarthost. I do this so my RT server doesn't need to talk to the internet to send e-mails, my Exchange box does that work. With the example below using the AD accounts pointing to Contacts, you don't have to do anything special on the Exchange side. Let me know if there's something else you need cleared up! Helmuth From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Blake Turner Sent: Wednesday, January 07, 2009 11:56 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Exchange 2007 setup with RT3 Thank you for the replies, Helmuth - I was going through your instructions and it seems pretty simple to setup. The only thing I don't understand is Mail server for RT uses Exchange as smarthost to relay all traffic. Are you saying that you had to setup RT to use Exchange as a Smarthost, and not the other way around. This smarthost part of the process is what is the most confusing. Thanks again ! From: Helmuth Ramirez [mailto:helmuthrami...@compupay.com] Sent: Wednesday, January 07, 2009 7:30 AM To: Blake Turner; rt-users@lists.bestpractical.com Subject: RE: [rt-users] Exchange 2007 setup with RT3 I'm not sure what your requirements are, but here is what we did. I tried to keep it as simple and as if I get hit by a milk truck tomorrow someone will need to work on this troubleshooting friendly as possible :) We have AD accounts created with the e-mail addresses we give to our users, supportem...@ourdomain.com, we then have a corresponding Contact object which is the RT server e-mail address so rtsupportem...@rtserver.ourdomain.com. The AD account supportem...@ourdomain.com is configured to forward all messages to its respective Contact object. The Reply address within RT is configured as the AD account e-mail address so all communications go through the AD account. Mail server for RT uses Exchange as smarthost to relay all traffic. We're running 2003, but the same should work for all flavors of Exchange. Helmuth From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Blake Turner Sent: Tuesday, January 06, 2009 7:10 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Exchange 2007 setup with RT3 Hello All, I have seen a lot of detailed posts in regards to setup with Exchange Server 2003, but the steps don't seem to apply to 2007. I have RT setup with my aliases and queues, and now its time to get the Exchange setup working properly. I have created a new send connector that uses a smart host setup with the ip address of my RT machine, but I don't really know how to make exchange only use that connector when mail is coming from or going to clientsupp...@domain.com. As I have it setup now with 2 different connectors, much of my usual mail is being bounced back, since its being sent to the RT machine and it is only setup with the clientsupport email address. I was hoping that someone had some EX07 experience and could help me along my path ! Thanks in advance for any help/tips/advice I can get !! ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Exchange 2007 setup with RT3
Helmuth, Is there any documentation with step-by-step instructions? I have never worked with RT before, and never even looked at Postfix either. It seems like a lot to take on, but I am willing to try it to get RT working properly. I have the contacts and mailboxes setup as you had shown in your example, but my setup is a bit more confusing right now. I have a test domain (that will soon be me actual domain, once I get everything fine-tuned) but the mail for this domain is setup for a different domain, again for testing. So I have supp...@domain2.com setup as a mailbox in Exchange. It is set to forward mail to my mail contact named RTSupport with the address of rtsupp...@rt3.domain1.com (rt3.domain1.com is the FQDN of my RT3 server). I set the reply address of my support queue in RT to supp...@domain2.com so now I just need to figure out exactly how to setup an email address on the RT server for rtsupp...@rt3.domain1.com and then how to send the mail back to Exchange from the RT server ? is that right ? lol From: Helmuth Ramirez [mailto:helmuthrami...@compupay.com] Sent: Wednesday, January 07, 2009 10:23 AM To: Blake Turner; rt-users@lists.bestpractical.com Subject: RE: [rt-users] Exchange 2007 setup with RT3 Hi Blake, I have a mail server installed on my RT box (Postfix). Postfix is configured to use my Exchange server as its smarthost. I do this so my RT server doesn't need to talk to the internet to send e-mails, my Exchange box does that work. With the example below using the AD accounts pointing to Contacts, you don't have to do anything special on the Exchange side. Let me know if there's something else you need cleared up! Helmuth From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Blake Turner Sent: Wednesday, January 07, 2009 11:56 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Exchange 2007 setup with RT3 Thank you for the replies, Helmuth - I was going through your instructions and it seems pretty simple to setup. The only thing I don't understand is Mail server for RT uses Exchange as smarthost to relay all traffic. Are you saying that you had to setup RT to use Exchange as a Smarthost, and not the other way around. This smarthost part of the process is what is the most confusing. Thanks again ! From: Helmuth Ramirez [mailto:helmuthrami...@compupay.com] Sent: Wednesday, January 07, 2009 7:30 AM To: Blake Turner; rt-users@lists.bestpractical.com Subject: RE: [rt-users] Exchange 2007 setup with RT3 I'm not sure what your requirements are, but here is what we did. I tried to keep it as simple and as if I get hit by a milk truck tomorrow someone will need to work on this troubleshooting friendly as possible :) We have AD accounts created with the e-mail addresses we give to our users, supportem...@ourdomain.com, we then have a corresponding Contact object which is the RT server e-mail address so rtsupportem...@rtserver.ourdomain.com. The AD account supportem...@ourdomain.com is configured to forward all messages to its respective Contact object. The Reply address within RT is configured as the AD account e-mail address so all communications go through the AD account. Mail server for RT uses Exchange as smarthost to relay all traffic. We're running 2003, but the same should work for all flavors of Exchange. Helmuth From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Blake Turner Sent: Tuesday, January 06, 2009 7:10 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Exchange 2007 setup with RT3 Hello All, I have seen a lot of detailed posts in regards to setup with Exchange Server 2003, but the steps don't seem to apply to 2007. I have RT setup with my aliases and queues, and now its time to get the Exchange setup working properly. I have created a new send connector that uses a smart host setup with the ip address of my RT machine, but I don't really know how to make exchange only use that connector when mail is coming from or going to clientsupp...@domain.com. As I have it setup now with 2 different connectors, much of my usual mail is being bounced back, since its being sent to the RT machine and it is only setup with the clientsupport email address. I was hoping that someone had some EX07 experience and could help me along my path ! Thanks in advance for any help/tips/advice I can get !! ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Exchange 2007 setup with RT3
Take a look at this thread, this is how I do it with RT and Exchange 2003. http://www.gossamer-threads.com/lists/rt/users/72442?search_string=Mail%20setup%20-%20forwarding%20from%20Exchange;#72442 James. On Wed, Jan 7, 2009 at 9:49 AM, Blake Turner bl...@eos-3.com wrote: Helmuth, Is there any documentation with step-by-step instructions? I have never worked with RT before, and never even looked at Postfix either. It seems like a lot to take on, but I am willing to try it to get RT working properly. I have the contacts and mailboxes setup as you had shown in your example, but my setup is a bit more confusing right now. I have a test domain (that will soon be me actual domain, once I get everything fine-tuned) but the mail for this domain is setup for a different domain, again for testing. So I have supp...@domain2.com setup as a mailbox in Exchange. It is set to forward mail to my mail contact named RTSupport with the address of rtsupp...@rt3.domain1.com (rt3.domain1.com is the FQDN of my RT3 server). I set the reply address of my support queue in RT to supp...@domain2.comso now I just need to figure out exactly how to setup an email address on the RT server for rtsupp...@rt3.domain1.com and then how to send the mail back to Exchange from the RT server ? is that right ? lol ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] close ticket that is parent of a depend on (child) ticket?
hi again, as all new user, i have many question :) is it a way to close a ticket when the child ticket is closed and resolved? thnaks a lot, regards, ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Exchange 2007 setup with RT3
Yes, you are on the right track J So based on my example, you'll need a mail server for RT. I happen to use Postfix, but its whatever you feel comfortable with (like if you've used Sendmail). Helmuth From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Blake Turner Sent: Wednesday, January 07, 2009 12:50 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Exchange 2007 setup with RT3 Helmuth, Is there any documentation with step-by-step instructions? I have never worked with RT before, and never even looked at Postfix either. It seems like a lot to take on, but I am willing to try it to get RT working properly. I have the contacts and mailboxes setup as you had shown in your example, but my setup is a bit more confusing right now. I have a test domain (that will soon be me actual domain, once I get everything fine-tuned) but the mail for this domain is setup for a different domain, again for testing. So I have supp...@domain2.com setup as a mailbox in Exchange. It is set to forward mail to my mail contact named RTSupport with the address of rtsupp...@rt3.domain1.com (rt3.domain1.com is the FQDN of my RT3 server). I set the reply address of my support queue in RT to supp...@domain2.com so now I just need to figure out exactly how to setup an email address on the RT server for rtsupp...@rt3.domain1.com and then how to send the mail back to Exchange from the RT server ? is that right ? lol From: Helmuth Ramirez [mailto:helmuthrami...@compupay.com] Sent: Wednesday, January 07, 2009 10:23 AM To: Blake Turner; rt-users@lists.bestpractical.com Subject: RE: [rt-users] Exchange 2007 setup with RT3 Hi Blake, I have a mail server installed on my RT box (Postfix). Postfix is configured to use my Exchange server as its smarthost. I do this so my RT server doesn't need to talk to the internet to send e-mails, my Exchange box does that work. With the example below using the AD accounts pointing to Contacts, you don't have to do anything special on the Exchange side. Let me know if there's something else you need cleared up! Helmuth From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Blake Turner Sent: Wednesday, January 07, 2009 11:56 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Exchange 2007 setup with RT3 Thank you for the replies, Helmuth - I was going through your instructions and it seems pretty simple to setup. The only thing I don't understand is Mail server for RT uses Exchange as smarthost to relay all traffic. Are you saying that you had to setup RT to use Exchange as a Smarthost, and not the other way around. This smarthost part of the process is what is the most confusing. Thanks again ! From: Helmuth Ramirez [mailto:helmuthrami...@compupay.com] Sent: Wednesday, January 07, 2009 7:30 AM To: Blake Turner; rt-users@lists.bestpractical.com Subject: RE: [rt-users] Exchange 2007 setup with RT3 I'm not sure what your requirements are, but here is what we did. I tried to keep it as simple and as if I get hit by a milk truck tomorrow someone will need to work on this troubleshooting friendly as possible :) We have AD accounts created with the e-mail addresses we give to our users, supportem...@ourdomain.com, we then have a corresponding Contact object which is the RT server e-mail address so rtsupportem...@rtserver.ourdomain.com. The AD account supportem...@ourdomain.com is configured to forward all messages to its respective Contact object. The Reply address within RT is configured as the AD account e-mail address so all communications go through the AD account. Mail server for RT uses Exchange as smarthost to relay all traffic. We're running 2003, but the same should work for all flavors of Exchange. Helmuth From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Blake Turner Sent: Tuesday, January 06, 2009 7:10 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Exchange 2007 setup with RT3 Hello All, I have seen a lot of detailed posts in regards to setup with Exchange Server 2003, but the steps don't seem to apply to 2007. I have RT setup with my aliases and queues, and now its time to get the Exchange setup working properly. I have created a new send connector that uses a smart host setup with the ip address of my RT machine, but I don't really know how to make exchange only use that connector when mail is coming from or going to clientsupp...@domain.com. As I have it setup now with 2 different connectors, much of my usual mail is being bounced back, since its being sent to the RT machine and it is only setup with the clientsupport email address. I was hoping that someone had some EX07 experience and could help me along my path ! Thanks in advance for any help/tips/advice I can get !!
[rt-users] Easily fixing missing prinicipal
Is there an easy way to fix a missing principal? I'm getting the following errors with a local ticket: Web: Can't call method Name on an undefined value at /opt/rt3/bin/../lib/RT/Transaction_Overlay.pm line 685 Log: [Wed Jan 7 17:57:19 2009] [crit]: Found a principal () that was neither a user nor a group (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:127) Someone submitted multiple requests, one with a bogus email address. These tickets were merged, and the bogus user removed... but I think I forgot to have Shredder switch the ticket to the new user... TIA -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] sendmail memory allocation.
Has anyone ever come across the following error? It seemed to have happened randomly, I had to shutdown apache since it was stuck in this state for sending mails. I'm using apache2 and fastcgi, I'm guessing something broke once and due to the constant running it affected everything else. I doubt there's anything that can be done just curious if others have seen. [crit]: rt-3.8@domain.com: Could not send mail with command `/usr/sbin/sendmail -oi -t`: couldn't e xecute program: Cannot allocate memory at /var/opt/rt3/bin/../lib/RT/Interface/Email.pm line 405. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Exchange 2007 setup with RT3
James, thank you for the reply . but I have read through that thread already, and the way they say to setup the connector for EX03 is not the same has how you set it up in 2007, so I cant get it to do the same thing. In that post they mention having all mail that is sent to the support email address will use that particular connector. Unfortunately I cannot figure out how to do that with EX07. When I setup a second connector, all my mail just stops. it tries to use the smarthost connector, and they just sit in the Exchange queue saying that it cannot connect to the smarthost. Blake Turner IT Director EOS-3, LLC P: 888.EOS3.001 (367.3001) F: 888.EOS3.303 (367.3303) From: james machado [mailto:hvgeekwt...@gmail.com] Sent: Wednesday, January 07, 2009 10:50 AM To: Blake Turner; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Exchange 2007 setup with RT3 Take a look at this thread, this is how I do it with RT and Exchange 2003. http://www.gossamer-threads.com/lists/rt/users/72442?search_string=Mail%20se tup%20-%20forwarding%20from%20Exchange;#72442 James. On Wed, Jan 7, 2009 at 9:49 AM, Blake Turner bl...@eos-3.com wrote: Helmuth, Is there any documentation with step-by-step instructions? I have never worked with RT before, and never even looked at Postfix either. It seems like a lot to take on, but I am willing to try it to get RT working properly. I have the contacts and mailboxes setup as you had shown in your example, but my setup is a bit more confusing right now. I have a test domain (that will soon be me actual domain, once I get everything fine-tuned) but the mail for this domain is setup for a different domain, again for testing. So I have supp...@domain2.com setup as a mailbox in Exchange. It is set to forward mail to my mail contact named RTSupport with the address of rtsupp...@rt3.domain1.com (rt3.domain1.com is the FQDN of my RT3 server). I set the reply address of my support queue in RT to supp...@domain2.com so now I just need to figure out exactly how to setup an email address on the RT server for rtsupp...@rt3.domain1.com and then how to send the mail back to Exchange from the RT server ? is that right ? lol ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Exchange 2007 setup with RT3
Helmuth, I think my issue is that my initial intent was to have my exchange server do EVERYTHING by itself unless mail was being sent to an RT handled address. So my mail flow would be as such: Internet à my Exchange Server à RT server. Where it seems as though your plan is: Internet à RT Server à Exchange. Is there some advantage to doing it this way. I am just way more comfortable administering Exchange, than I would ever be trying to work with Sendmail or Postfix. Blake Turner IT Director EOS-3, LLC P: 888.EOS3.001 (367.3001) F: 888.EOS3.303 (367.3303) From: Helmuth Ramirez [mailto:helmuthrami...@compupay.com] Sent: Wednesday, January 07, 2009 11:09 AM To: Blake Turner; rt-users@lists.bestpractical.com Subject: RE: [rt-users] Exchange 2007 setup with RT3 Yes, you are on the right track J So based on my example, youll need a mail server for RT. I happen to use Postfix, but its whatever you feel comfortable with (like if youve used Sendmail). Helmuth From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Blake Turner Sent: Wednesday, January 07, 2009 12:50 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Exchange 2007 setup with RT3 Helmuth, Is there any documentation with step-by-step instructions? I have never worked with RT before, and never even looked at Postfix either. It seems like a lot to take on, but I am willing to try it to get RT working properly. I have the contacts and mailboxes setup as you had shown in your example, but my setup is a bit more confusing right now. I have a test domain (that will soon be me actual domain, once I get everything fine-tuned) but the mail for this domain is setup for a different domain, again for testing. So I have supp...@domain2.com setup as a mailbox in Exchange. It is set to forward mail to my mail contact named RTSupport with the address of rtsupp...@rt3.domain1.com (rt3.domain1.com is the FQDN of my RT3 server). I set the reply address of my support queue in RT to supp...@domain2.com so now I just need to figure out exactly how to setup an email address on the RT server for rtsupp...@rt3.domain1.com and then how to send the mail back to Exchange from the RT server ? is that right ? lol From: Helmuth Ramirez [mailto:helmuthrami...@compupay.com] Sent: Wednesday, January 07, 2009 10:23 AM To: Blake Turner; rt-users@lists.bestpractical.com Subject: RE: [rt-users] Exchange 2007 setup with RT3 Hi Blake, I have a mail server installed on my RT box (Postfix). Postfix is configured to use my Exchange server as its smarthost. I do this so my RT server doesnt need to talk to the internet to send e-mails, my Exchange box does that work. With the example below using the AD accounts pointing to Contacts, you dont have to do anything special on the Exchange side. Let me know if theres something else you need cleared up! Helmuth From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Blake Turner Sent: Wednesday, January 07, 2009 11:56 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Exchange 2007 setup with RT3 Thank you for the replies, Helmuth I was going through your instructions and it seems pretty simple to setup. The only thing I dont understand is Mail server for RT uses Exchange as smarthost to relay all traffic. Are you saying that you had to setup RT to use Exchange as a Smarthost, and not the other way around. This smarthost part of the process is what is the most confusing. Thanks again ! From: Helmuth Ramirez [mailto:helmuthrami...@compupay.com] Sent: Wednesday, January 07, 2009 7:30 AM To: Blake Turner; rt-users@lists.bestpractical.com Subject: RE: [rt-users] Exchange 2007 setup with RT3 Im not sure what your requirements are, but here is what we did. I tried to keep it as simple and as if I get hit by a milk truck tomorrow someone will need to work on this troubleshooting friendly as possible :) We have AD accounts created with the e-mail addresses we give to our users, supportem...@ourdomain.com, we then have a corresponding Contact object which is the RT server e-mail address so rtsupportem...@rtserver.ourdomain.com. The AD account supportem...@ourdomain.com is configured to forward all messages to its respective Contact object. The Reply address within RT is configured as the AD account e-mail address so all communications go through the AD account. Mail server for RT uses Exchange as smarthost to relay all traffic. Were running 2003, but the same should work for all flavors of Exchange. Helmuth From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Blake Turner Sent: Tuesday, January 06, 2009 7:10 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Exchange 2007 setup with RT3 Hello All,
Re: [rt-users] Exchange 2007 setup with RT3
Blake, Not having Ex07 I could be off but in Ex03 when you make the connector one of the options is Address Space with an associated cost. It will send out using the connectors lower to higher until default connector gets everything that's left. The smarthost in the connector for RT will be set to the rt server which will be running an smtp server (postfix, sendmail, qmail, etc..). The part that makes this work is that while my normal email domain is company.com my rt email domain is rt.company.com so that when users want to email rt then the addresses look like helpd...@rt.company.com James On Wed, Jan 7, 2009 at 10:23 AM, Blake Turner bl...@eos-3.com wrote: James, thank you for the reply … but I have read through that thread already, and the way they say to setup the connector for EX03 is not the same has how you set it up in 2007, so I cant get it to do the same thing. In that post they mention having all mail that is sent to the support email address will use that particular connector. Unfortunately I cannot figure out how to do that with EX07. When I setup a second connector, all my mail just stops… it tries to use the smarthost connector, and they just sit in the Exchange queue saying that it cannot connect to the smarthost. Blake Turner *IT Director* EOS-3, LLC P: 888.EOS3.001 (367.3001) F: 888.EOS3.303 (367.3303) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] install of 3.8.2 mysql problem
I am having a problem with a clean install of 3.8.2, and I tried with 3.8.1 also with the same results... (Mysql 5.0.67) I have run this a few times doing dropdb then initdb... Same results each time, and I have confirmed the db is gone before running the initdb Now creating a mysql database rt3 for RT. Done. Now populating database schema. DBD::mysql::st execute failed: Table 'Attachments' already exists at / usr/local/lib/perl5/site_perl/5.8.8/RT/Handle.pm line 506. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Exchange 2007 setup with RT3
Blake, The way you want to do it is valid but you will need to take the incomming message that goes to exchange and then resend it to the RT server. If your using the same external domain to accept emails then your going to need to have Exchange forward the emails it receives (probably by forward rule) to RT. However if you publicly have 2 domains accepting email you can have that both going to your Exchange server and then it can just route it out to your RT system. The question is does your RT system need to accept and deliver emails to the outside world or only internaly. James On Wed, Jan 7, 2009 at 11:23 AM, Blake Turner bl...@eos-3.com wrote: Helmuth, I think my issue is that my initial intent was to have my exchange server do EVERYTHING by itself unless mail was being sent to an RT handled address. So my mail flow would be as such: Internet à my Exchange Server à RT server. Where it seems as though your plan is: Internet à RT Server àExchange. Is there some advantage to doing it this way. I am just way more comfortable administering Exchange, than I would ever be trying to work with Sendmail or Postfix. Blake Turner *IT Director* EOS-3, LLC P: 888.EOS3.001 (367.3001) F: 888.EOS3.303 (367.3303) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Exchange 2007 setup with RT3
James, Yes, outside people will be emailing the queue on the RT server, and my users will need to send back mail from there. Currently I have a single domain, in a single forest. Domain1.com is my domain that im loging into. And I dont really know how to set my domain on my RT server to be RT3.Domain1.com. I have a mail contact setup in exchange to be supp...@rt3.domain1.com but when the exchange connector is trying to pass the mail off to the RT server I just get the same error in the Exchange queue everytime: 421 4.2.1 unable to connect. So maybe I have everything on the Exchange side setup correctly, but I have some missing pieces in the RT setup. All I did initially was follow the install instructions for Fedora Core9 posted on the wiki. Blake Turner IT Director EOS-3, LLC P: 888.EOS3.001 (367.3001) F: 888.EOS3.303 (367.3303) From: james machado [mailto:hvgeekwt...@gmail.com] Sent: Wednesday, January 07, 2009 12:26 PM To: Blake Turner Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Exchange 2007 setup with RT3 Blake, The way you want to do it is valid but you will need to take the incomming message that goes to exchange and then resend it to the RT server. If your using the same external domain to accept emails then your going to need to have Exchange forward the emails it receives (probably by forward rule) to RT. However if you publicly have 2 domains accepting email you can have that both going to your Exchange server and then it can just route it out to your RT system. The question is does your RT system need to accept and deliver emails to the outside world or only internaly. James On Wed, Jan 7, 2009 at 11:23 AM, Blake Turner bl...@eos-3.com wrote: Helmuth, I think my issue is that my initial intent was to have my exchange server do EVERYTHING by itself unless mail was being sent to an RT handled address. So my mail flow would be as such: Internet à my Exchange Server à RT server. Where it seems as though your plan is: Internet à RT Server à Exchange. Is there some advantage to doing it this way. I am just way more comfortable administering Exchange, than I would ever be trying to work with Sendmail or Postfix. Blake Turner IT Director EOS-3, LLC P: 888.EOS3.001 (367.3001) F: 888.EOS3.303 (367.3303) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Exchange 2007 setup with RT3
Well, I can't tell you if there are many pros to my model other than it allows for tier 1 support to look into issues rather than having to dig within Exchange. Obviously, that is a matter of personal taste/org structure. In my model, tickets flow like this: Sender - Exchange - RT RT - Exchange - Recipient On a related note, have you tested sending an e-mail directly to your rt server addr...@rtserver.domain.com? Is it accepting and creating tickets via mail? From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Blake Turner Sent: Wednesday, January 07, 2009 2:23 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Exchange 2007 setup with RT3 Helmuth, I think my issue is that my initial intent was to have my exchange server do EVERYTHING by itself unless mail was being sent to an RT handled address. So my mail flow would be as such: Internet à my Exchange Server à RT server. Where it seems as though your plan is: Internet à RT Server à Exchange. Is there some advantage to doing it this way. I am just way more comfortable administering Exchange, than I would ever be trying to work with Sendmail or Postfix. Blake Turner IT Director EOS-3, LLC P: 888.EOS3.001 (367.3001) F: 888.EOS3.303 (367.3303) From: Helmuth Ramirez [mailto:helmuthrami...@compupay.com] Sent: Wednesday, January 07, 2009 11:09 AM To: Blake Turner; rt-users@lists.bestpractical.com Subject: RE: [rt-users] Exchange 2007 setup with RT3 Yes, you are on the right track J So based on my example, you'll need a mail server for RT. I happen to use Postfix, but its whatever you feel comfortable with (like if you've used Sendmail). Helmuth From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Blake Turner Sent: Wednesday, January 07, 2009 12:50 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Exchange 2007 setup with RT3 Helmuth, Is there any documentation with step-by-step instructions? I have never worked with RT before, and never even looked at Postfix either. It seems like a lot to take on, but I am willing to try it to get RT working properly. I have the contacts and mailboxes setup as you had shown in your example, but my setup is a bit more confusing right now. I have a test domain (that will soon be me actual domain, once I get everything fine-tuned) but the mail for this domain is setup for a different domain, again for testing. So I have supp...@domain2.com setup as a mailbox in Exchange. It is set to forward mail to my mail contact named RTSupport with the address of rtsupp...@rt3.domain1.com (rt3.domain1.com is the FQDN of my RT3 server). I set the reply address of my support queue in RT to supp...@domain2.com so now I just need to figure out exactly how to setup an email address on the RT server for rtsupp...@rt3.domain1.com and then how to send the mail back to Exchange from the RT server ? is that right ? lol From: Helmuth Ramirez [mailto:helmuthrami...@compupay.com] Sent: Wednesday, January 07, 2009 10:23 AM To: Blake Turner; rt-users@lists.bestpractical.com Subject: RE: [rt-users] Exchange 2007 setup with RT3 Hi Blake, I have a mail server installed on my RT box (Postfix). Postfix is configured to use my Exchange server as its smarthost. I do this so my RT server doesn't need to talk to the internet to send e-mails, my Exchange box does that work. With the example below using the AD accounts pointing to Contacts, you don't have to do anything special on the Exchange side. Let me know if there's something else you need cleared up! Helmuth From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Blake Turner Sent: Wednesday, January 07, 2009 11:56 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Exchange 2007 setup with RT3 Thank you for the replies, Helmuth - I was going through your instructions and it seems pretty simple to setup. The only thing I don't understand is Mail server for RT uses Exchange as smarthost to relay all traffic. Are you saying that you had to setup RT to use Exchange as a Smarthost, and not the other way around. This smarthost part of the process is what is the most confusing. Thanks again ! From: Helmuth Ramirez [mailto:helmuthrami...@compupay.com] Sent: Wednesday, January 07, 2009 7:30 AM To: Blake Turner; rt-users@lists.bestpractical.com Subject: RE: [rt-users] Exchange 2007 setup with RT3 I'm not sure what your requirements are, but here is what we did. I tried to keep it as simple and as if I get hit by a milk truck tomorrow someone will need to work on this troubleshooting friendly as possible :) We have AD accounts created with the e-mail addresses we give to our users, supportem...@ourdomain.com, we then have a corresponding Contact
[rt-users] RT 3.8.2 question
To all, We are planning to move up to 3.8.2 soon (a month?). One of the tings my users do not like is that there are many CF's that are sowing up in their Modify Ticket screen that some use, some don't ,but needs to be available for all. They want to be able to move the one's they do NOT use (individually) out of the way (to the far right and to the bottom). Is this something that is offered as a feature in 3.8.2 or do we need to modify code? Thanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] An RT question about carriage return
To all, WE have many users that like to create their own tickets from email they get from their users (requestors). That way they can copy the part of the email that makes sense and leave out all the redundant verbage, etc. The problem lies in the fact that when they copy paste the portion of the email body they want (whaich may be a couple paragraphs), the content gets slammed together with no line delimiters or carriage returns in any field they put it in, whether it be a Custom Field, Comment, or whatever. Any way to correct this? Thanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] How to add a theme
Okay, now that I've thoroughly humiliated myself by asking about RTx-Shredder, another question: How can I add a theme to the Theme pull-down list in the General section of Preferences? I created a custom theme and put it in a directory in ./local/html/NoAuth/css, and I can set WebDefaultStylesheet to the name of the theme directory, and that works. But it doesn't show up in the theme pull-down. The only place I can find the themes hard-coded is in lib/RT/Config.pm, in the WidgetArguments-Values metadata for WebDefaultStylesheet. I tried creating my own Config_Local.pm and overriding LoadConfigs and altering the metadata there, but that didn't work. Thanks. Karl Boyken -- Karl Boyken, system administrator karl-boy...@uiowa.edu 303A MLH, Dept. of Comp. Sci. http://www.cs.uiowa.edu/~boyken/ The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) 319-335-3668 (fax) smime.p7s Description: S/MIME Cryptographic Signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Exchange 2007 setup with RT3
Helmuth, So your Exchange server passes ALL mail to your RT server? Or just mail that is setup on your RT server ? And in regards to sending mail to the RT server, it is not setup, im not too sure what I need to configure with Postfix to have it setup. The service is running, but there were no other instructions on the FedoraCore9 install guide, so im kinda stuck now !! Blake Turner IT Director EOS-3, LLC P: 888.EOS3.001 (367.3001) F: 888.EOS3.303 (367.3303) From: Helmuth Ramirez [mailto:helmuthrami...@compupay.com] Sent: Wednesday, January 07, 2009 1:00 PM To: Blake Turner; rt-users@lists.bestpractical.com Subject: RE: [rt-users] Exchange 2007 setup with RT3 Well, I cant tell you if there are many pros to my model other than it allows for tier 1 support to look into issues rather than having to dig within Exchange. Obviously, that is a matter of personal taste/org structure. In my model, tickets flow like this: Sender - Exchange - RT RT - Exchange - Recipient On a related note, have you tested sending an e-mail directly to your rt server addr...@rtserver.domain.com? Is it accepting and creating tickets via mail? From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Blake Turner Sent: Wednesday, January 07, 2009 2:23 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Exchange 2007 setup with RT3 Helmuth, I think my issue is that my initial intent was to have my exchange server do EVERYTHING by itself unless mail was being sent to an RT handled address. So my mail flow would be as such: Internet à my Exchange Server à RT server. Where it seems as though your plan is: Internet à RT Server à Exchange. Is there some advantage to doing it this way. I am just way more comfortable administering Exchange, than I would ever be trying to work with Sendmail or Postfix. Blake Turner IT Director EOS-3, LLC P: 888.EOS3.001 (367.3001) F: 888.EOS3.303 (367.3303) From: Helmuth Ramirez [mailto:helmuthrami...@compupay.com] Sent: Wednesday, January 07, 2009 11:09 AM To: Blake Turner; rt-users@lists.bestpractical.com Subject: RE: [rt-users] Exchange 2007 setup with RT3 Yes, you are on the right track J So based on my example, youll need a mail server for RT. I happen to use Postfix, but its whatever you feel comfortable with (like if youve used Sendmail). Helmuth From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Blake Turner Sent: Wednesday, January 07, 2009 12:50 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Exchange 2007 setup with RT3 Helmuth, Is there any documentation with step-by-step instructions? I have never worked with RT before, and never even looked at Postfix either. It seems like a lot to take on, but I am willing to try it to get RT working properly. I have the contacts and mailboxes setup as you had shown in your example, but my setup is a bit more confusing right now. I have a test domain (that will soon be me actual domain, once I get everything fine-tuned) but the mail for this domain is setup for a different domain, again for testing. So I have supp...@domain2.com setup as a mailbox in Exchange. It is set to forward mail to my mail contact named RTSupport with the address of rtsupp...@rt3.domain1.com (rt3.domain1.com is the FQDN of my RT3 server). I set the reply address of my support queue in RT to supp...@domain2.com so now I just need to figure out exactly how to setup an email address on the RT server for rtsupp...@rt3.domain1.com and then how to send the mail back to Exchange from the RT server ? is that right ? lol From: Helmuth Ramirez [mailto:helmuthrami...@compupay.com] Sent: Wednesday, January 07, 2009 10:23 AM To: Blake Turner; rt-users@lists.bestpractical.com Subject: RE: [rt-users] Exchange 2007 setup with RT3 Hi Blake, I have a mail server installed on my RT box (Postfix). Postfix is configured to use my Exchange server as its smarthost. I do this so my RT server doesnt need to talk to the internet to send e-mails, my Exchange box does that work. With the example below using the AD accounts pointing to Contacts, you dont have to do anything special on the Exchange side. Let me know if theres something else you need cleared up! Helmuth From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Blake Turner Sent: Wednesday, January 07, 2009 11:56 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Exchange 2007 setup with RT3 Thank you for the replies, Helmuth I was going through your instructions and it seems pretty simple to setup. The only thing I dont understand is Mail server for RT uses Exchange as smarthost to relay all traffic. Are you saying that you had to setup RT to use Exchange as a Smarthost, and not the other way
Re: [rt-users] RT2.0.15 to RT3.8.1
--- On Tue, 1/6/09, Joseph Spenner joseph85...@yahoo.com wrote: --max_allowed_packet=128M as recommended at http://wiki.bestpractical.com/view/PgToMySQL to get rid of a 'max allowed packet' error I got. What is the recommended max_allowed_packet size for RT3? Is there a performance hit making it too big, as I set above? The default value (16M) would cause a failure during the import, but I'm not sure how it would behave now that the import is finished. I don't want it to crash later though. I was also curious about more generic mysql settings. Does anyone have some /etc/my.conf recommendations? On my distro (slackware 12.2) there exists: /etc/my-huge.cnf /etc/my-large.cnf /etc/my-medium.cnf /etc/my-small.cnf My RT has about 13000 tickets, and isn't very busy. However, since my test upgrade the new RT3 is quite a bit slower in response time compared to my RT2. Ticket content loads slowly. I'm also configured with FastCGI. Should I expect this to be slower than mod_perl ? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Exchange 2007 setup with RT3
Blake, What instructions did you use to install it? From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Blake Turner Sent: Wednesday, January 07, 2009 3:33 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Exchange 2007 setup with RT3 Helmuth, So your Exchange server passes ALL mail to your RT server? Or just mail that is setup on your RT server ? And in regards to sending mail to the RT server, it is not setup, im not too sure what I need to configure with Postfix to have it setup. The service is running, but there were no other instructions on the FedoraCore9 install guide, so im kinda stuck now !! Blake Turner IT Director EOS-3, LLC P: 888.EOS3.001 (367.3001) F: 888.EOS3.303 (367.3303) From: Helmuth Ramirez [mailto:helmuthrami...@compupay.com] Sent: Wednesday, January 07, 2009 1:00 PM To: Blake Turner; rt-users@lists.bestpractical.com Subject: RE: [rt-users] Exchange 2007 setup with RT3 Well, I can't tell you if there are many pros to my model other than it allows for tier 1 support to look into issues rather than having to dig within Exchange. Obviously, that is a matter of personal taste/org structure. In my model, tickets flow like this: Sender - Exchange - RT RT - Exchange - Recipient On a related note, have you tested sending an e-mail directly to your rt server addr...@rtserver.domain.com? Is it accepting and creating tickets via mail? From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Blake Turner Sent: Wednesday, January 07, 2009 2:23 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Exchange 2007 setup with RT3 Helmuth, I think my issue is that my initial intent was to have my exchange server do EVERYTHING by itself unless mail was being sent to an RT handled address. So my mail flow would be as such: Internet à my Exchange Server à RT server. Where it seems as though your plan is: Internet à RT Server à Exchange. Is there some advantage to doing it this way. I am just way more comfortable administering Exchange, than I would ever be trying to work with Sendmail or Postfix. Blake Turner IT Director EOS-3, LLC P: 888.EOS3.001 (367.3001) F: 888.EOS3.303 (367.3303) From: Helmuth Ramirez [mailto:helmuthrami...@compupay.com] Sent: Wednesday, January 07, 2009 11:09 AM To: Blake Turner; rt-users@lists.bestpractical.com Subject: RE: [rt-users] Exchange 2007 setup with RT3 Yes, you are on the right track J So based on my example, you'll need a mail server for RT. I happen to use Postfix, but its whatever you feel comfortable with (like if you've used Sendmail). Helmuth From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Blake Turner Sent: Wednesday, January 07, 2009 12:50 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Exchange 2007 setup with RT3 Helmuth, Is there any documentation with step-by-step instructions? I have never worked with RT before, and never even looked at Postfix either. It seems like a lot to take on, but I am willing to try it to get RT working properly. I have the contacts and mailboxes setup as you had shown in your example, but my setup is a bit more confusing right now. I have a test domain (that will soon be me actual domain, once I get everything fine-tuned) but the mail for this domain is setup for a different domain, again for testing. So I have supp...@domain2.com setup as a mailbox in Exchange. It is set to forward mail to my mail contact named RTSupport with the address of rtsupp...@rt3.domain1.com (rt3.domain1.com is the FQDN of my RT3 server). I set the reply address of my support queue in RT to supp...@domain2.com so now I just need to figure out exactly how to setup an email address on the RT server for rtsupp...@rt3.domain1.com and then how to send the mail back to Exchange from the RT server ? is that right ? lol From: Helmuth Ramirez [mailto:helmuthrami...@compupay.com] Sent: Wednesday, January 07, 2009 10:23 AM To: Blake Turner; rt-users@lists.bestpractical.com Subject: RE: [rt-users] Exchange 2007 setup with RT3 Hi Blake, I have a mail server installed on my RT box (Postfix). Postfix is configured to use my Exchange server as its smarthost. I do this so my RT server doesn't need to talk to the internet to send e-mails, my Exchange box does that work. With the example below using the AD accounts pointing to Contacts, you don't have to do anything special on the Exchange side. Let me know if there's something else you need cleared up! Helmuth From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Blake Turner Sent: Wednesday, January 07, 2009 11:56 AM To: rt-users@lists.bestpractical.com Subject: Re:
Re: [rt-users] Exchange 2007 setup with RT3
The guide that I used was this one: http://wiki.bestpractical.com/view/FedoraCore9InstallGuide Blake Turner IT Director EOS-3, LLC P: 888.EOS3.001 (367.3001) F: 888.EOS3.303 (367.3303) From: Helmuth Ramirez [mailto:helmuthrami...@compupay.com] Sent: Wednesday, January 07, 2009 2:06 PM To: Blake Turner; rt-users@lists.bestpractical.com Subject: RE: [rt-users] Exchange 2007 setup with RT3 Blake, What instructions did you use to install it? From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Blake Turner Sent: Wednesday, January 07, 2009 3:33 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Exchange 2007 setup with RT3 Helmuth, So your Exchange server passes ALL mail to your RT server? Or just mail that is setup on your RT server ? And in regards to sending mail to the RT server, it is not setup, im not too sure what I need to configure with Postfix to have it setup. The service is running, but there were no other instructions on the FedoraCore9 install guide, so im kinda stuck now !! Blake Turner IT Director EOS-3, LLC P: 888.EOS3.001 (367.3001) F: 888.EOS3.303 (367.3303) From: Helmuth Ramirez [mailto:helmuthrami...@compupay.com] Sent: Wednesday, January 07, 2009 1:00 PM To: Blake Turner; rt-users@lists.bestpractical.com Subject: RE: [rt-users] Exchange 2007 setup with RT3 Well, I cant tell you if there are many pros to my model other than it allows for tier 1 support to look into issues rather than having to dig within Exchange. Obviously, that is a matter of personal taste/org structure. In my model, tickets flow like this: Sender - Exchange - RT RT - Exchange - Recipient On a related note, have you tested sending an e-mail directly to your rt server addr...@rtserver.domain.com? Is it accepting and creating tickets via mail? From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Blake Turner Sent: Wednesday, January 07, 2009 2:23 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Exchange 2007 setup with RT3 Helmuth, I think my issue is that my initial intent was to have my exchange server do EVERYTHING by itself unless mail was being sent to an RT handled address. So my mail flow would be as such: Internet à my Exchange Server à RT server. Where it seems as though your plan is: Internet à RT Server à Exchange. Is there some advantage to doing it this way. I am just way more comfortable administering Exchange, than I would ever be trying to work with Sendmail or Postfix. Blake Turner IT Director EOS-3, LLC P: 888.EOS3.001 (367.3001) F: 888.EOS3.303 (367.3303) From: Helmuth Ramirez [mailto:helmuthrami...@compupay.com] Sent: Wednesday, January 07, 2009 11:09 AM To: Blake Turner; rt-users@lists.bestpractical.com Subject: RE: [rt-users] Exchange 2007 setup with RT3 Yes, you are on the right track J So based on my example, youll need a mail server for RT. I happen to use Postfix, but its whatever you feel comfortable with (like if youve used Sendmail). Helmuth From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Blake Turner Sent: Wednesday, January 07, 2009 12:50 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Exchange 2007 setup with RT3 Helmuth, Is there any documentation with step-by-step instructions? I have never worked with RT before, and never even looked at Postfix either. It seems like a lot to take on, but I am willing to try it to get RT working properly. I have the contacts and mailboxes setup as you had shown in your example, but my setup is a bit more confusing right now. I have a test domain (that will soon be me actual domain, once I get everything fine-tuned) but the mail for this domain is setup for a different domain, again for testing. So I have supp...@domain2.com setup as a mailbox in Exchange. It is set to forward mail to my mail contact named RTSupport with the address of rtsupp...@rt3.domain1.com (rt3.domain1.com is the FQDN of my RT3 server). I set the reply address of my support queue in RT to supp...@domain2.com so now I just need to figure out exactly how to setup an email address on the RT server for rtsupp...@rt3.domain1.com and then how to send the mail back to Exchange from the RT server ? is that right ? lol From: Helmuth Ramirez [mailto:helmuthrami...@compupay.com] Sent: Wednesday, January 07, 2009 10:23 AM To: Blake Turner; rt-users@lists.bestpractical.com Subject: RE: [rt-users] Exchange 2007 setup with RT3 Hi Blake, I have a mail server installed on my RT box (Postfix). Postfix is configured to use my Exchange server as its smarthost. I do this so my RT server doesnt need to talk to the internet to send e-mails, my Exchange box does that work. With the example below using the AD accounts pointing to
[rt-users] Subjects of tickets getting changed to include subject tag
I have an RT 3.8.1 install and I have been noticing that every once and a while, when an update to a ticket is sent in, the subject of the ticket gets changed to include subject tag at the end. The very last update to the ticket that this just happened to is: Wed Jan 07 10:28:56 2009RT_System - Subject changed from 'Reset password for account xxx' to 'Reset password for account xxx [RT - General #3166]' The raw headers of the email that was sent in has the subject line Re: [RT - General #3166] Reset password for account xxx Does anyone have any clues as to what might be causing this? -- Steven Kreuzer http://www.exit2shell.com/~skreuzer ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Subjects of tickets getting changed to include subject tag
Does anyone have any clues as to what might be causing this? Nope. I've had it happen to. Some tickets seem to be persistently afflicted with this. I've manually gone in to correct the subject, and had it change again later into a monstrously long thing. http://www.gossamer-threads.com/lists/rt/users/80546 -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Subjects of tickets getting changed to include subject tag
As far as I can tell, it doesn't appear that the subject was altered in any way. Just to confirm, I asked the person who sent in the email and they said they clicked reply, typed their response and did not change the subject I looked at the headers of the mail: Subject: Re: [RT - General #3166] Reset password for account xxx One thing to note is that this user is using gmail's web interface I have several users who use gmail and I have only seen this happen on maybe 5 or 6 tickets despite the fact that they have created or commented on hundreds On Jan 7, 2009, at 5:51 PM, Jesse Vincent wrote: It's the subject token extraction routines. They're designed to make sure that RT's can exchange mail without getting into ticket creation loops. This sort of suggests to me that your users or their mail clients somehow messed up the ticket id in the subject, as the code shouldn't add its own id back to a given ticket. On Wed, Jan 07, 2009 at 05:30:10PM -0500, Jerrad Pierce wrote: Does anyone have any clues as to what might be causing this? Nope. I've had it happen to. Some tickets seem to be persistently afflicted with this. I've manually gone in to correct the subject, and had it change again later into a monstrously long thing. http://www.gossamer-threads.com/lists/rt/users/80546 -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- -- Steven Kreuzer http://www.exit2shell.com/~skreuzer ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
