Re: [rt-users] A problem with Ticket Search
On Wed, Jan 14, 2009 at 02:58:28AM -0800, anusiak wrote: I am a begginer RT administrator, and we are using RT with our company's user support system. We have about 10 or more e-mail addresses/users in RT database at the moment, and trying to enter search engine, run simple search or bulk update causes all of those e-mail addresses to load (which takes approximately 20-30 minutes) before we can do anything. Is there any way to configure RT not to load all of those data? I would appreciate any help. That souunds you give right OwnTicket to all your users (priveleged/unprivileged). You should review you're permissions and limit OwnTicket to your members of support teams. ___ 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] New Created Queues are not visible in RT after upgrade.
On Sat, Jan 31, 2009 at 08:51:58PM +0500, Rana Tanveer wrote: Hi RT Users/Admins I have upgraded my RT from 3.6.5 to 3.8.1 after reading UPGRADING.mysql and other relevant documents. it seems working fine now. but i am facing one problem. when i create new Queue and assign its user/group rights to users/groups it is not visible to that particular users/groups in New Ticket in Drop Down, dont know why. can some one guide me as i am suffering from disaster. In 3.6.7 (as I remember) and over, there is caching of queues (which make RT really faster), users have to logout to see newly created queues. (or you can clear their sessions on server side) ___ 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] Anyone get Exchange working?
Hi, I am just working on a howto for our RT virtual appliance - with exchange: http://pve.proxmox.com/wiki/RT_Request_Tracker#Integrate_RT_to_Exchange_ Server_2000.2F2003_environment (should be finished end of week) In short: - I prefer using a new user with addr...@domain.com (this is the address of the queue) - this user forwards to a contact: interal...@rt.domain.com) - configure a SMTP connector sending the address space (rt.domain.com) to your RT server If you change anything on SMTP Exchange: restart the smtp service AND the Microsoft Exchange Routing Engine Also check the mailer-setup on RT: I use postfix on RT, see our virtual appliance for more details. Br, Martin -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of GravyFace Sent: Montag, 2. Februar 2009 03:51 To: rt-users@lists.bestpractical.com Subject: [rt-users] Anyone get Exchange working? Having a heck of a time using Exchange as a relay/smarthost as described in the wiki article's scenario 2: http://wiki.bestpractical.com/view/MSExchangeRelay If anyone has this working, please give me a hand. Thank you ___ 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 ___ 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] Drop Attachments or Deny attachments
I use a script called stripmime to take out attachments and HTML formatting in emails going to RT. It's at http://www.phred.org/~alex/stripmime.html -- Joe Hartley | Sr. Linux SysAdmin Retail Solutions, Inc. 40 Sharpe Drive Cranston, RI 02920 joe.hart...@retailsolutions.com +1 401.824.5040 (o) | +1 401.824.5002 (f) From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Rana Tanveer Sent: Friday, January 30, 2009 3:57 PM To: RT Users Subject: [rt-users] Drop Attachments or Deny attachments Hi RT Admins/Users I want to stop attachemt received at RT, means RT is configured in a way that it should not receive any attachment throug mails. is there any way to configure RT in such a way. i try to use DropAttachments like methods but attachemts are still there i want to deny/stop/drop attachments via RT if possible please give me guideline so i can implement this. -- - Rana Tanveer +923224194457 http://www.sysadminsline.com - ___ 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] RT 3.6.4, user list too long when resolving multiple tickets
On Mon, Feb 02, 2009 at 03:57:45PM +0100, Christopher Kunz (Filoo GmbH) wrote: kem cho schrieb: Check this out: http://www.gossamer-threads.com/lists/rt/users/81858#81858 Nice workaround, works fine for me. Owner change is very rarely used in our setup, anyway. Yes, but it hides the fact that you seems to have an ACL issue in your setup. What is the result of this sql query on your DB: select * from ACL where RightName='OwnTicket'; ___ 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] RT 3.6.4, user list too long when resolving multiple tickets
Sorry :) you've already analyzed this with Emmanuel. On Mon, Feb 2, 2009 at 6:42 PM, Ruslan Zakirov ruslan.zaki...@gmail.com wrote: SELECT * FROM ACL WHERE RightName = 'OwnTicket'; paste here It can be a role on a queue. On Mon, Feb 2, 2009 at 3:33 PM, Christopher Kunz (Filoo GmbH) ch...@de-punkt.de wrote: Emmanuel Lacour schrieb: you seems to gave OwnTicket right to everyone or unprivileged users, check your permissions. Currently, global Group Rights are as follows: Everyone: CreateTicket Privileged: ShowOutgoingEmail Unprivileged: CreateTicket, ReplyToTicket, ShowOutgoingEmail, Watch Requestor: CreateTicket, ModifyTicket, ReplyToTicket All other relevant groups: No rights granted. For testing, I have now removed ShowOutgoingEmail and Watch from the Unprivileged group and the behavior does not seem to have changed. I have checked queue-specific groups and there are no additional default privileges. Any other ideas? Regards, --ck -- Christopher Kunz | Geschäftsführung | ch...@filoo.de Filoo GmbH | Tilsiter Str. 1 | 33449 Langenberg | HRB4355 AG Gütersloh Geschäftsführer: S.Grewing | J.Rehpöhler | C.Kunz Hotline: 07000-3378658 | Fax: 01805-963951172 (jew. 14 ct./Min.) ___ 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 -- Best regards, Ruslan. -- Best regards, Ruslan. ___ 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] RT 3.6.4, user list too long when resolving multiple tickets
Emmanuel Lacour schrieb: On queue with Id 33, you gave right OwnTicket to Group 5 and Group 5 is usually the Unprivileged group! I removed that privilege from the respective queue (it is a test queue that was never actually used), and double-checked all other queues. However, I found a couple other queues in our installation that have Rights like CreateTicket, CommentOnTicket, ReplyTicket, ModifyTicket or others (*not* OwnTicket) set. Is this a problem, too? The issue persists (I have tested it with Elements/SelectOwner). Regards, --ck -- Christopher Kunz | Geschäftsführung | ch...@filoo.de Filoo GmbH | Tilsiter Str. 1 | 33449 Langenberg | HRB4355 AG Gütersloh Geschäftsführer: S.Grewing | J.Rehpöhler | C.Kunz Hotline: 07000-3378658 | Fax: 01805-963951172 (jew. 14 ct./Min.) ___ 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] RT 3.6.4, user list too long when resolving multiple tickets
On Mon, Feb 02, 2009 at 06:44:07PM +0300, Ruslan Zakirov wrote: Sorry :) you've already analyzed this with Emmanuel. I just added this in the FAQ (section Performances) on the wiki :) http://wiki.bestpractical.com/view/FAQ ___ 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] RT 3.6.4, user list too long when resolving multiple tickets
On Mon, Feb 02, 2009 at 05:03:26PM +0100, Christopher Kunz (Filoo GmbH) wrote: Emmanuel Lacour schrieb: On queue with Id 33, you gave right OwnTicket to Group 5 and Group 5 is usually the Unprivileged group! I removed that privilege from the respective queue (it is a test queue that was never actually used), and double-checked all other queues. THere was also OwnTicket granted to Everyone on this queue, did you removed it? However, I found a couple other queues in our installation that have Rights like CreateTicket, CommentOnTicket, ReplyTicket, ModifyTicket or others (*not* OwnTicket) set. Is this a problem, too? Shouldn't. The issue persists (I have tested it with Elements/SelectOwner). About how many users do you get in SelectOwner? 10, 100, 1000, more? If you removed the OwnTicket right on Unprivileged and Everyone group of your test queue and still got a high number of people in SelectOwner, then it's probably because either one or more of your user groups contains those people, or because you made too many people privileged. ___ 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] RT 3.6.4, user list too long when resolving multiple tickets
Emmanuel Lacour schrieb: On Mon, Feb 02, 2009 at 05:03:26PM +0100, Christopher Kunz (Filoo GmbH) wrote: Emmanuel Lacour schrieb: On queue with Id 33, you gave right OwnTicket to Group 5 and Group 5 is usually the Unprivileged group! I removed that privilege from the respective queue (it is a test queue that was never actually used), and double-checked all other queues. THere was also OwnTicket granted to Everyone on this queue, did you removed it? That did the trick. Thanks so much! Regards, --ck -- Christopher Kunz | Geschäftsführung | ch...@filoo.de Filoo GmbH | Tilsiter Str. 1 | 33449 Langenberg | HRB4355 AG Gütersloh Geschäftsführer: S.Grewing | J.Rehpöhler | C.Kunz Hotline: 07000-3378658 | Fax: 01805-963951172 (jew. 14 ct./Min.) ___ 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] RT full text indexing with PostgreSQL
On Sun, Feb 01, 2009 at 09:41:42PM -0600, Kenneth Marshall wrote:
I just updated the PostgreSQLFullText pages on the wiki with
the triggers to keep the parsed document columns updated whenever
there is a change to the dependent columns.
Here are the commands for adding the triggers to keep the textsearchable
columns corresponding to attachments.subject/content and
objectcustomfieldvalues.largecontent up to date:
CREATE TRIGGER tsvectorupdate BEFORE INSERT OR UPDATE
ON attachments FOR EACH ROW EXECUTE PROCEDURE
tsvector_update_trigger(textsearchable, 'pg_catalog.english', subject,
content);
CREATE TRIGGER tsvectorupdate BEFORE INSERT OR UPDATE
ON objectcustomfieldvalues FOR EACH ROW EXECUTE PROCEDURE
tsvector_update_trigger(textsearchable, 'pg_catalog.english', largecontent);
Please let me know if there are any problems and bon voyage.
Ken
I have added a variation of the above triggers to the wiki page
to only pre-parse the first 1MB of attachments/customfields:
CREATE FUNCTION attachments_trigger() RETURNS trigger AS $$
begin
new.textsearchable :=
to_tsvector('pg_catalog.english', substring(coalesce(new.subject, '')
|| coalesce(new.content, '') from 1 for 100));
return new;
end
$$ LANGUAGE plpgsql;
CREATE TRIGGER tsvectorupdate BEFORE INSERT OR UPDATE
ON attachments FOR EACH ROW EXECUTE PROCEDURE attachments_trigger();
CREATE FUNCTION objectcustomfieldvalues_trigger() RETURNS trigger AS $$
begin
new.textsearchable :=
to_tsvector('pg_catalog.english', substring(coalesce(new.largecontent,
'') from 1 for 100));
return new;
end
$$ LANGUAGE plpgsql;
CREATE TRIGGER tsvectorupdate BEFORE INSERT OR UPDATE
ON objectcustomfieldvalues FOR EACH ROW EXECUTE PROCEDURE
objectcustomfieldvalues_trigger();
Please send me any feedback or suggestions.
Cheers,
Ken
PS. The fast full contents searches really rock!
___
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] queue tag moved from left of subject to right of subject?
On Sun, Feb 01, 2009 at 03:58:23PM -0500, Jerrad Pierce wrote: From this point forward, the tag in the e-mail will be on the right instead of the left. I cannot figure out exactly what causes this shift. Can someone clue me in? Can we prevent it? Same thing occurs here. Never really looked into it though. This is the subject-token extraction kicking in. It's designed to let two RT's talk to each other. There's a global scrip. I'm not sure why it would kick in for your own RT's tag though. Patches gratefully appreciated. ___ 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 -- ___ 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] queue tag moved from left of subject to right of subject?
On Sun, Feb 01, 2009 at 03:58:23PM -0500, Jerrad Pierce wrote: From this point forward, the tag in the e-mail will be on the right instead of the left. I cannot figure out exactly what causes this shift. Can someone clue me in? Can we prevent it? Same thing occurs here. Never really looked into it though. This is the subject-token extraction kicking in. It's designed to let two RT's talk to each other. There's a global scrip. I'm not sure why it would kick in for your own RT's tag though. Patches gratefully appreciated. Do you have a particular location in mind? I thought I fixed everything relevant, but in my case, it might being tripped up (though only occasionally) because I customized the tag to include the queue name a la [ORG Q ID], so that it had some user friendly/usability merit. ___ 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] RT 3.6.4, user list too long when resolving multiple tickets
Emmanuel Lacour schrieb: On Mon, Feb 02, 2009 at 01:33:19PM +0100, Christopher Kunz (Filoo GmbH) wrote: Emmanuel Lacour schrieb: you seems to gave OwnTicket right to everyone or unprivileged users, check your permissions. Any other ideas? Is DBIx::SearchBuilder up to date? Yes, it's current: cpan[12] r DBIx::SearchBuilder All modules are up to date for DBIx::SearchBuilder Regards, --ck -- Christopher Kunz | Geschäftsführung | ch...@filoo.de Filoo GmbH | Tilsiter Str. 1 | 33449 Langenberg | HRB4355 AG Gütersloh Geschäftsführer: S.Grewing | J.Rehpöhler | C.Kunz Hotline: 07000-3378658 | Fax: 01805-963951172 (jew. 14 ct./Min.) ___ 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] Anyone get Exchange working?
Forwarders! I completely overlooked that. I was trying to share address space between both boxes using the KB article on the subject and was having no luck. Working like a charm now, and don't have to mess with my default policies at all. I actually created two distributions groups: one for correspondence the other for comments and added the corresponding rt.mydomain.com contacts to each one. This way, if RT goes down for some reason I can easily add my team to the distribution group so we can at least get support request emails. Thanks alot. On Mon, Feb 2, 2009 at 3:46 AM, Martin Maurer mar...@proxmox.com wrote: Hi, I am just working on a howto for our RT virtual appliance - with exchange: http://pve.proxmox.com/wiki/RT_Request_Tracker#Integrate_RT_to_Exchange_ Server_2000.2F2003_environment (should be finished end of week) In short: - I prefer using a new user with addr...@domain.com (this is the address of the queue) - this user forwards to a contact: interal...@rt.domain.com) - configure a SMTP connector sending the address space (rt.domain.com) to your RT server If you change anything on SMTP Exchange: restart the smtp service AND the Microsoft Exchange Routing Engine Also check the mailer-setup on RT: I use postfix on RT, see our virtual appliance for more details. Br, Martin -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of GravyFace Sent: Montag, 2. Februar 2009 03:51 To: rt-users@lists.bestpractical.com Subject: [rt-users] Anyone get Exchange working? Having a heck of a time using Exchange as a relay/smarthost as described in the wiki article's scenario 2: http://wiki.bestpractical.com/view/MSExchangeRelay If anyone has this working, please give me a hand. Thank you ___ 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 ___ 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] RLIKE Query?
Is there any way to use RLIKE from the GUI? I see nothing on the wiki nor list archives, and Advanced Query Builder barfs :-/ In this case I'm just doing alternation so I can explode the query, but it's ugly and there are other times where that won;t be an option... -- 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] Setting up Rights for Multiple Clients
I'm following along on ItsFinallyInstalledNowWhat and Rights wiki entries and while the Rights has described something similar to what we want to achieve, I'm not sure if it's going to provide the kind of client separation we want. We provide IT support for a few dozen small businesses. Most of our customers have a point of contact whom is responsible for handling requests/issues internally before contacting us. This isn't always the case though: there's a chance that a new employee or client may need assistance before someone gets around to creating a user in RT. Because of this, I've allowed Everyone to CreateTickets and ReplyToTickets in my only queue I've created so far: Support. I'd also like to implement SelfService, and allow Requestors to view their own tickets; I don't want them to be able to view any other Requestor's tickets. The SeeQueue permission is required for UI options/actions, but would that also let them see the subject line and/or Requestor of tickets in the queue that do not belong to them? Secondly, I see through the AutogeneratedPassword wiki item that there's a method of generating a password and email it to them. However, if I give them the ModifySelf permissions, would they then be able to change their password? I'm also seeing that auto-created users are done so as Unprivileged: 1) can I change this to Privileged 2) is that bad thing, assuming I'm setting up permissions as described herein? For my company, I'm creating users for each technician and have created/assigned them to a group called SupportTeam with TakeTickets, StealTickets, DeleteTickets; I'm almost tempted to give all technicians full control over it as there's no trust issues between us and I'm not concerned about foul play. Bad idea? Finally, has anyone done any domain suffix matching for ticket viewing permissions? i.e. b...@acme.com and sa...@acme.com have ShowTicket and ReplyToTicket rights for any ticket created by a Requestor's email matching *...@acme.com. Thanks 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] RT 3.6.4, user list too long when resolving multiple tickets
I agree with Emmanuel that workaround does not really provide a fix on this issue. I have read and followed this issue (of users list too long, or QueryBuilder and Bulk update page takes too long to load) for a while. FYI: I am running RT 3.8.1 on opensuse11; perl 5.10; mysql 5.0 I did not see same issue as described in Message 5 below. But, I did notice one of my queues had a permissions of OwnTicket to group 3. When I looked; group 3 is Everyone, but the queue it was assigned to did not exist! Not sure why, perhaps it was deleted by prior admin. So, I removed that privilege from the unknown queue, and now my pages are much faster (i.e; I do not have a long list of users in Own Ticket drop down box). Thanks everyone for helping on this issue. Daksh -- Message: 2 Date: Mon, 2 Feb 2009 16:07:11 +0100 From: Emmanuel Lacour elac...@easter-eggs.com Subject: Re: [rt-users] RT 3.6.4, user list too long when resolving multiple tickets To: rt-users@lists.bestpractical.com Message-ID: 20090202150710.gk31...@easter-eggs.com Content-Type: text/plain; charset=us-ascii On Mon, Feb 02, 2009 at 03:57:45PM +0100, Christopher Kunz (Filoo GmbH) wrote: kem cho schrieb: Check this out: http://www.gossamer-threads.com/lists/rt/users/81858#81858 Nice workaround, works fine for me. Owner change is very rarely used in our setup, anyway. Yes, but it hides the fact that you seems to have an ACL issue in your setup. What is the result of this sql query on your DB: select * from ACL where RightName='OwnTicket'; -- Message: 5 Date: Mon, 2 Feb 2009 16:38:29 +0100 From: Emmanuel Lacour elac...@easter-eggs.com Subject: Re: [rt-users] RT 3.6.4, user list too long when resolving multiple tickets To: rt-users@lists.bestpractical.com Message-ID: 20090202153828.gm31...@easter-eggs.com Content-Type: text/plain; charset=us-ascii On Mon, Feb 02, 2009 at 04:13:52PM +0100, Christopher Kunz (Filoo GmbH) wrote: Emmanuel Lacour schrieb: select * from ACL where RightName='OwnTicket'; mysql select * from ACL where RightName='OwnTicket'; +--+---+-+---++--+-+---+ | id | PrincipalType | PrincipalId | RightName | ObjectType | ObjectId | DelegatedBy | DelegatedFrom | +--+---+-+---++--+-+---+ [...] | 1179 | Group | 5 | OwnTicket | RT::Queue | 33 | 0 | 0 | On queue with Id 33, you gave right OwnTicket to Group 5 and Group 5 is usually the Unprivileged group! ___ 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] queue tag moved from left of subject to right of subject?
In particular, I have the following local/lib/RT/Interface/Email_Local.pm: http://codepad.org/pSthWrxD -- 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] RT 3.8.2 question
On Wed, Jan 7, 2009 at 15:21, Kenneth Crocker kfcroc...@lbl.gov wrote: 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. I've never seen any such thing, and would use GreaseMonkey or another client solution rather than monkeying with the the codebase. -- 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] RT 3.6.4, user list too long when resolving multiple tickets
On Mon, Feb 02, 2009 at 02:53:43PM +0100, Christopher Kunz (Filoo GmbH) wrote: Yes, it's current: cpan[12] r DBIx::SearchBuilder All modules are up to date for DBIx::SearchBuilder Do you still get unprivileged users if you access this directly: http:///rt/Elements/SelectOwner ? Here it should show every users that has OwnTicket right, either global or on one of the queues, as a group right, user right or system right. ___ 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] queue tag moved from left of subject to right of subject?
On Mon, Feb 02, 2009 at 03:53:18PM -0500, Jerrad Pierce wrote: In particular, I have the following local/lib/RT/Interface/Email_Local.pm: http://codepad.org/pSthWrxD Does RT work correctly without your custom code? -- 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] RT 3.6.4, user list too long when resolving multiple tickets
On Mon, Feb 02, 2009 at 01:33:19PM +0100, Christopher Kunz (Filoo GmbH) wrote: Emmanuel Lacour schrieb: you seems to gave OwnTicket right to everyone or unprivileged users, check your permissions. Any other ideas? Is DBIx::SearchBuilder up to date? ___ 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] replytoticket, modifyticket and change queue right
Hi, in my RT setup I need to distinguish two groups of people: 1) internal staff which may not directly communicate with requestor 2) support manager who may I understand that the comment/correspondence mechanism is suitable for this scenario. However, it is important that the internal staff does not mistakingly respond with 'reply', thus I need to revoke their right to do so. If I understand the rights correctly, one has to remove ReplyToTicket as well as ModifyTicket. Taking away ModifyTicket removes other goodies though, such as changing the queue (ie. forwarding of ticket between departments). And there's no separate change queue privilege. What do you suggest? Regards, Michal Svoboda ___ 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] RT 3.6.4, user list too long when resolving multiple tickets
Emmanuel Lacour schrieb: select * from ACL where RightName='OwnTicket'; mysql select * from ACL where RightName='OwnTicket'; +--+---+-+---++--+-+---+ | id | PrincipalType | PrincipalId | RightName | ObjectType | ObjectId | DelegatedBy | DelegatedFrom | +--+---+-+---++--+-+---+ | 19 | Group |8881 | OwnTicket | RT::Queue |3 | 0 | 0 | | 843 | Group |7616 | OwnTicket | RT::Queue |4 | 0 | 0 | | 35 | Group |8880 | OwnTicket | RT::Queue |4 | 0 | 0 | | 853 | Group | 264326 | OwnTicket | RT::Queue |4 | 0 | 0 | | 67 | Group |5252 | OwnTicket | RT::Queue |5 | 0 | 0 | | 66 | Group |8881 | OwnTicket | RT::Queue |5 | 0 | 0 | | 105 | Group |8879 | OwnTicket | RT::Queue |6 | 0 | 0 | | 106 | Group |8882 | OwnTicket | RT::Queue |6 | 0 | 0 | | 143 | Group |8879 | OwnTicket | RT::Queue |7 | 0 | 0 | | 144 | Group |8882 | OwnTicket | RT::Queue |7 | 0 | 0 | | 181 | Group |8879 | OwnTicket | RT::Queue |8 | 0 | 0 | | 182 | Group |8882 | OwnTicket | RT::Queue |8 | 0 | 0 | | 205 | Group |8881 | OwnTicket | RT::Queue |9 | 0 | 0 | | 1204 | Group |7616 | OwnTicket | RT::Queue | 10 | 0 | 0 | | 232 | Group |8178 | OwnTicket | RT::Queue | 10 | 0 | 0 | | 231 | Group |8880 | OwnTicket | RT::Queue | 10 | 0 | 0 | | 264 | Group |7616 | OwnTicket | RT::Queue | 11 | 0 | 0 | | 263 | Group |8881 | OwnTicket | RT::Queue | 11 | 0 | 0 | | 298 | Group |8178 | OwnTicket | RT::Queue | 13 | 0 | 0 | | 297 | Group |8880 | OwnTicket | RT::Queue | 13 | 0 | 0 | | 358 | Group |4054 | OwnTicket | RT::Queue | 14 | 0 | 0 | | 377 | Group |6780 | OwnTicket | RT::Queue | 14 | 0 | 0 | | 396 | Group |7086 | OwnTicket | RT::Queue | 14 | 0 | 0 | | 329 | Group |8880 | OwnTicket | RT::Queue | 14 | 0 | 0 | | 412 | Group |8881 | OwnTicket | RT::Queue | 14 | 0 | 0 | | 338 | Owner |8930 | OwnTicket | RT::Queue | 14 | 0 | 0 | | 421 | Group |8880 | OwnTicket | RT::Queue | 15 | 0 | 0 | | 435 | Group |8880 | OwnTicket | RT::Queue | 16 | 0 | 0 | | 448 | Group |8881 | OwnTicket | RT::Queue | 17 | 0 | 0 | | 696 | Group | 101044 | OwnTicket | RT::Queue | 18 | 0 | 0 | | 734 | Group | 205245 | OwnTicket | RT::Queue | 18 | 0 | 0 | | 673 | Group | 101044 | OwnTicket | RT::Queue | 19 | 0 | 0 | | 650 | Group | 101044 | OwnTicket | RT::Queue | 20 | 0 | 0 | | 558 | Group | 97763 | OwnTicket | RT::Queue | 21 | 0 | 0 | | 803 | Group | 101044 | OwnTicket | RT::Queue | 21 | 0 | 0 | | 780 | Group | 205245 | OwnTicket | RT::Queue | 21 | 0 | 0 | | 466 | Group | 97763 | OwnTicket | RT::Queue | 22 | 0 | 0 | | 581 | Group | 97763 | OwnTicket | RT::Queue | 23 | 0 | 0 | | 627 | Group | 97763 | OwnTicket | RT::Queue | 24 | 0 | 0 | | 604 | Group | 97763 | OwnTicket | RT::Queue | 25 | 0 | 0 | | 826 | Group | 101044 | OwnTicket | RT::Queue | 25 | 0 | 0 | | 757 | Group | 205245 | OwnTicket | RT::Queue | 25 | 0 | 0 | | 863 | Group | 264326 | OwnTicket | RT::Queue | 28 | 0 | 0 | | 904 | Group |8881
Re: [rt-users] queue tag moved from left of subject to right of subject?
Doh! Must amend $ExtractSubjectTagMatch in RT_SiteConfig to match the RE in my code. (Actually, why does RT::Interface::Email have a mix of config hard-coded regexpen?) ___ 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] RT 3.6.4, user list too long when resolving multiple tickets
SELECT * FROM ACL WHERE RightName = 'OwnTicket'; paste here It can be a role on a queue. On Mon, Feb 2, 2009 at 3:33 PM, Christopher Kunz (Filoo GmbH) ch...@de-punkt.de wrote: Emmanuel Lacour schrieb: you seems to gave OwnTicket right to everyone or unprivileged users, check your permissions. Currently, global Group Rights are as follows: Everyone: CreateTicket Privileged: ShowOutgoingEmail Unprivileged: CreateTicket, ReplyToTicket, ShowOutgoingEmail, Watch Requestor: CreateTicket, ModifyTicket, ReplyToTicket All other relevant groups: No rights granted. For testing, I have now removed ShowOutgoingEmail and Watch from the Unprivileged group and the behavior does not seem to have changed. I have checked queue-specific groups and there are no additional default privileges. Any other ideas? Regards, --ck -- Christopher Kunz | Geschäftsführung | ch...@filoo.de Filoo GmbH | Tilsiter Str. 1 | 33449 Langenberg | HRB4355 AG Gütersloh Geschäftsführer: S.Grewing | J.Rehpöhler | C.Kunz Hotline: 07000-3378658 | Fax: 01805-963951172 (jew. 14 ct./Min.) ___ 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 -- Best regards, Ruslan. ___ 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] Security risk! Passwords can be compromised!
Hi all, When I enabled logging of stack traces, the user passwords are being written in cleartext in the log files! I enabled stack tracing by adding the the following line in RT_SiteConfig.pm: Set($LogStackTraces, 4); Can somebody please fix this serious error so that passwords are encrypted? I am using RT 3.8.1 installed from ports on a FreeBSD machine. (Actually I think I got a patch from someone in this mailing list.) If the error has been fixed in 3.8.2, please let me know. Also, if a 3.8.2 port is available, is it stable enough to update my 3.8.1 version? Thanks, Akash. ___ 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] RT 3.6.4, user list too long when resolving multiple tickets
Check this out: http://www.gossamer-threads.com/lists/rt/users/81858#81858 --- On Mon, 2/2/09, Christopher Kunz (Filoo GmbH) ch...@de-punkt.de wrote: From: Christopher Kunz (Filoo GmbH) ch...@de-punkt.de Subject: [rt-users] RT 3.6.4, user list too long when resolving multiple tickets To: RT-Users@lists.bestpractical.com Date: Monday, February 2, 2009, 6:15 AM Hi all, since our upgrade to RT 3.6.4, the resolve multiple tickets functionality shows erratic behavior in my installation. When before, it only showed the privileged users (which are in the ballpark of 3-10 per queue), it then started to show *all* users who ever submitted tickets, including obvious spam and bogus users. This leads to inacceptable long loading times (the resolve multiple tickets page takes about 3 minutes to load). We're currently around ticket #74000 in our installation, so there are quite some ticket owners in the database... Unfortunately, I am not completely sure if the update to 3.6.4 is the actual reason for this change in behavior, since I have also made some minor changes in the configuration (which, of course, I don't remember now). Is there a switch in the config files that might have caused this behavior? Thanks for pointers, --ck -- Christopher Kunz | Geschäftsführung | ch...@filoo.de Filoo GmbH | Tilsiter Str. 1 | 33449 Langenberg | HRB4355 AG Gütersloh Geschäftsführer: S.Grewing | J.Rehpöhler | C.Kunz Hotline: 07000-3378658 | Fax: 01805-963951172 (jew. 14 ct./Min.) ___ 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 ___ 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] RT 3.6.4, user list too long when resolving multiple tickets
kem cho schrieb: Check this out: http://www.gossamer-threads.com/lists/rt/users/81858#81858 Nice workaround, works fine for me. Owner change is very rarely used in our setup, anyway. Regards, --ck -- Christopher Kunz | Geschäftsführung | ch...@filoo.de Filoo GmbH | Tilsiter Str. 1 | 33449 Langenberg | HRB4355 AG Gütersloh Geschäftsführer: S.Grewing | J.Rehpöhler | C.Kunz Hotline: 07000-3378658 | Fax: 01805-963951172 (jew. 14 ct./Min.) ___ 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] RT (request racker) mail sending configuration
I created an account in my mail server just for that. I am imagining something like this: 1) RT wants to send a message to a recipient, then it requests localhost for that 2) Localhost is configured with exim4 and for every smtp request it authenticates in the mail server with an specific account 3) The mail server sends the message. Both are running Debian. Mail server has postfix installed. -- Bruno Guimarães Sousa www.brunosousa.co.nr COINF-CEFET-BA Ciência da Computação UFBA Registered Linux user #465914 On Fri, Jan 30, 2009 at 5:25 PM, Rob Munsch rob.mun...@gmail.com wrote: On Fri, Jan 30, 2009 at 9:15 AM, Bruno Guimarães Sousa brgso...@gmail.com wrote: Hi, My RT instalation is working fine and retrieving emails through fetchmail. But the last thing I need to configure is the mail sending. I have exim4 installed and it is not working to send emails when a ticket gets a answer or a comment. How can I configure that so that every message sended goes to another server? It sounds like you need to tell exim4 that you have another real email server, called a smarthost. How you do this may depend on what that other server is and what flavor of *nix you're running. Generally, there's an Exim conf directive to tell your it smarthost = server.name.tld and what happens after that will also depend on how you need to auth to that mail server. -- /chown -R us:us /yourbase ___ 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] RT 3.6.4, user list too long when resolving multiple tickets
On Mon, Feb 02, 2009 at 04:13:52PM +0100, Christopher Kunz (Filoo GmbH) wrote: Emmanuel Lacour schrieb: select * from ACL where RightName='OwnTicket'; mysql select * from ACL where RightName='OwnTicket'; +--+---+-+---++--+-+---+ | id | PrincipalType | PrincipalId | RightName | ObjectType | ObjectId | DelegatedBy | DelegatedFrom | +--+---+-+---++--+-+---+ [...] | 1179 | Group | 5 | OwnTicket | RT::Queue | 33 | 0 | 0 | On queue with Id 33, you gave right OwnTicket to Group 5 and Group 5 is usually the Unprivileged group! ___ 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] RT 3.6.4, user list too long when resolving multiple tickets
On Mon, Feb 02, 2009 at 01:15:30PM +0100, Christopher Kunz (Filoo GmbH) wrote: Hi all, since our upgrade to RT 3.6.4, the resolve multiple tickets functionality shows erratic behavior in my installation. When before, it only showed the privileged users (which are in the ballpark of 3-10 per queue), it then started to show *all* users who ever submitted tickets, including obvious spam and bogus users. you seems to gave OwnTicket right to everyone or unprivileged users, check your permissions. ___ 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] RT 3.6.4, user list too long when resolving multiple tickets
Emmanuel Lacour schrieb: you seems to gave OwnTicket right to everyone or unprivileged users, check your permissions. Currently, global Group Rights are as follows: Everyone: CreateTicket Privileged: ShowOutgoingEmail Unprivileged: CreateTicket, ReplyToTicket, ShowOutgoingEmail, Watch Requestor: CreateTicket, ModifyTicket, ReplyToTicket All other relevant groups: No rights granted. For testing, I have now removed ShowOutgoingEmail and Watch from the Unprivileged group and the behavior does not seem to have changed. I have checked queue-specific groups and there are no additional default privileges. Any other ideas? Regards, --ck -- Christopher Kunz | Geschäftsführung | ch...@filoo.de Filoo GmbH | Tilsiter Str. 1 | 33449 Langenberg | HRB4355 AG Gütersloh Geschäftsführer: S.Grewing | J.Rehpöhler | C.Kunz Hotline: 07000-3378658 | Fax: 01805-963951172 (jew. 14 ct./Min.) ___ 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] Security risk! Passwords can be compromised!
On Feb 2, 2009, at 2:26 PM, Akash wrote: Also, if a 3.8.2 port is available, is it stable enough to update my 3.8.1 version? The 3.8.2 port update is here: http://www.freebsd.org/cgi/query-pr.cgi?pr=131167 And we've been running it for a week with no problems. The change from 3.8.1 to 3.8.2 was only the version number in the port configuration ;-) -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] Security risk! Passwords can be compromised!
Akash, Just as a general point of etiquette, it's customary to notify vendors of security related issues privately before publicly announcing them. Posting the details of security-related issues to a public mailinglist without giving the folks who make a package to address a potential vulnerability is irresponsible and potentially dangerous. Thankfully, at first glance, it looks like the issue you've run into isn't particularly dangerous. RT ships with stack trace logging disabled and _generally_ the folks who have access to application logs are also the folks who manage the application. I do believe that the issue you've noticed merits a note in the config file that it's possible for sensitive data to get logged if that function is enabled. I intend to make that change for RT 3.8.3, but don't currently believe that this issue requires an accelerated release schedule. Best, Jesse Vincent Best Practical On Mon 2.Feb'09 at 17:26:14 -0500, Akash wrote: Hi all, When I enabled logging of stack traces, the user passwords are being written in cleartext in the log files! I enabled stack tracing by adding the the following line in RT_SiteConfig.pm: Set($LogStackTraces, 4); Can somebody please fix this serious error so that passwords are encrypted? I am using RT 3.8.1 installed from ports on a FreeBSD machine. (Actually I think I got a patch from someone in this mailing list.) If the error has been fixed in 3.8.2, please let me know. Also, if a 3.8.2 port is available, is it stable enough to update my 3.8.1 version? Thanks, Akash. ___ 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 -- pgpL7cVFcy2bI.pgp Description: 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] queue tag moved from left of subject to right of subject?
On Feb 2, 2009, at 9:54 AM, Jesse Vincent wrote: This is the subject-token extraction kicking in. It's designed to let two RT's talk to each other. There's a global scrip. I'm not sure why it would kick in for your own RT's tag though. Patches gratefully appreciated. Okay, so it seems that my problem was that I gave every queue its own separate subject line tag, but didn't add each one of these to $EmailSubjectTagRegex. I assume I need something like this? Set( $EmailSubjectTagRegex, qr/\Q($rtname|Abuse|IPadmin|Security)\E/ i ); Likewise, I assume that if I got off my butt and created a patch which set this list based on all of the configured subject tags you'd be okay with that? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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] queue tag moved from left of subject to right of subject?
Likewise, I assume that if I got off my butt and created a patch which set this list based on all of the configured subject tags you'd be okay with that? Certainly. It probably makes sense to extract the code from lib/RT/Interface/Email.pm's ParseTicketId so it can be used by both. -jesse -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness -- ___ 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] RT 3.6.4, user list too long when resolving multiple tickets
On Mon, 02 Feb 2009 09:57:45 -0500, Christopher Kunz (Filoo GmbH) ch...@de-punkt.de wrote: kem cho schrieb: Check this out: http://www.gossamer-threads.com/lists/rt/users/81858#81858 Nice workaround, works fine for me. Owner change is very rarely used in our setup, anyway. Regards, --ck We did the same thing for Query Builder too (html/Search/Elements/PickBasics) 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 3.6.4, user list too long when resolving multiple tickets
Hi all, since our upgrade to RT 3.6.4, the resolve multiple tickets functionality shows erratic behavior in my installation. When before, it only showed the privileged users (which are in the ballpark of 3-10 per queue), it then started to show *all* users who ever submitted tickets, including obvious spam and bogus users. This leads to inacceptable long loading times (the resolve multiple tickets page takes about 3 minutes to load). We're currently around ticket #74000 in our installation, so there are quite some ticket owners in the database... Unfortunately, I am not completely sure if the update to 3.6.4 is the actual reason for this change in behavior, since I have also made some minor changes in the configuration (which, of course, I don't remember now). Is there a switch in the config files that might have caused this behavior? Thanks for pointers, --ck -- Christopher Kunz | Geschäftsführung | ch...@filoo.de Filoo GmbH | Tilsiter Str. 1 | 33449 Langenberg | HRB4355 AG Gütersloh Geschäftsführer: S.Grewing | J.Rehpöhler | C.Kunz Hotline: 07000-3378658 | Fax: 01805-963951172 (jew. 14 ct./Min.) ___ 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] Scrip send email on create
Enclosed is a script that adds one or more AdminCC's to a ticket during
Create. This does not cause the AdminCC's to receive an email.
How do I modify this Scrip or otherwise configure the Queue such that
AdminCC's will receive a copy of the text in the opening transaction?
Here is the scrip information. I've reviewed the contributions page and
read what I can before asking this question. Thanks for the help.
Condition: On Create
Action: User Defined
Template: Global template: Blank
Stage: Transaction Create
Custom condition: empty
Custom action preparation code: return 1;
Custom action cleanup code:
my $owner_id = $self-TicketObj-Owner;
my $requestor_email = $self-TicketObj-RequestorAddresses;
my $admincclist = $self-TicketObj-AdminCc;
my @actors = ('f...@company.com', 'wi...@company.com');
my $user = RT::User-new($RT::SystemUser);
if ( $self-TicketObj-Subject =~ m/Customer A/i ) {
foreach my $actor (@actors) {
$user-LoadByEmail($actor);
my $user_id = $user-Id;
my $user_email = $user-EmailAddress;
if ( $user_email ne $requestor_email )
{
my($status, $msg) = $admincclist-AddMember($user-Id);
unless( $status ) {
$RT::Logger-warning( can't add ticket owner as Cc : msg );
return undef;
}
}
}
} else {
return 0;
}
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] queue tag moved from left of subject to right of subject?
For anyone interested in using that queue name in tag hack,
this is the other half to keep RT from munging subjects:
Set($ExtractSubjectTagMatch, qr/\[.+?\s+(?:\w+\s+)?\#\d+\]/);
Set($ExtractSubjectTagNoMatch, ( ${RT::EmailSubjectTagRegex}
? qr/\[(?:${RT::EmailSubjectTagRegex})\s+(?:\w+\s+)?#\d+\]/
: qr/\[\Q$RT::rtname\E\s+(?:\w+\s+)?#\d+\]/));
___
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] Get Value of Custom Field in Custom Action
Hello all, I am trying to write a custom action that pulls a custom value from a user and changes the new ticket's priority based on that value. Below is the code I've written so far. It does successfully pull values (The -Count method returns the correct number of values), but I can't GET the values out. -Next just returns an empty variable. Any ideas? Thanks, ~Sam my $currentTicket = $self-TicketObj; my $currentUser = new RT::CurrentUser; $currentUser-LoadByEmail( $currentTicket-RequestorAddresses() ); $RT::Logger-debug(I found the user: . $currentUser-Name); my $CF_Obj = RT::CustomField-new($RT::SystemUser); $CF_Obj-Load( '3' ); $RT::Logger-debug(Name of found CF Object is: . $CF_Obj-Name() . Created on . $CF_Obj-Created); my $startPriority = ($CF_Obj-ValuesForObject( $currentUser )); $RT::Logger-debug( There are . $startPriority-Count . objects); ___ 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
