Re: [rt-users] Email Not Been Able To Be Sent On Comment
Varun, Just to be clear, Comments - Internal memo to whom ever, is meant for internal tracking and notation of ticket progression, these are only sent to people who are AdminCC's. Correspondences - reply to CC's, AdminCC's, and requester. This is in most RT installs. In context to your info messages below, most of the RT systems are smart enough not to send an e-mail to the person making the comment. So if you are the ticket owner, and you are making a comment, then it will not send an e-mail to you. If you are an AdminCC and are making the comment, the system will not send you an e-mail. If you are doing anything that is adding context to the ticket, the system will not send you an e-mail. Thanks, Bill On Mon, Jul 13, 2009 at 10:21 PM, Varun wrote: > Hello All > > > > I am facing one problem in my RT it was running fine but from past few days > we are encountering problem of not been able to sent email to cc on adding > comment to the ticket. We haven’t have made any changes regarding mail > functionality but still I m not been able to find why mails are not > delivered. When I enable debug mode I found one thing like > > > > /rt3/lib/RT/Action/SendEmail.pm:274) > > [Tue Jul 14 05:04:42 2009] [info]: < > rt-3.6.3-5831-1247547881-113.124038-20...@cyberoam.com> #124038/2088763 - > Scrip 202 Notify Owner on Comment Added > (/opt/rt3/lib/RT/Action/SendEmail.pm:243) > > [Tue Jul 14 05:04:42 2009] [info]: < > rt-3.6.3-5831-1247547881-113.124038-20...@cyberoam.com> No recipients > found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255) > > > > [Tue Jul 14 05:02:40 2009] [info]: < > rt-3.6.3-5881-1247547760-1492.124033-...@cyberoam.com> #124033/2088759 - > Scrip 2 (/opt/rt3/lib/RT/Action/SendEmail.pm:243) > > [Tue Jul 14 05:02:40 2009] [info]: < > rt-3.6.3-5881-1247547760-1492.124033-...@cyberoam.com> No recipients > found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255) > > > > I am not been able to find why this scrip are failing in sending mail which > were previously running. > > > > Thanks & Regards > > Varun Vyas > > Software Engineer – Elitecore technologies > > > > > > ___ > 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 > -- Bill Graboyes On Assignment At: Toyota Motor Sales, USA, Inc. Consumer Portal Delivery Office: (310) 468-6754 Cell: (714) 515-8312 ___ 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] Email Not Been Able To Be Sent On Comment
Hello All I am facing one problem in my RT it was running fine but from past few days we are encountering problem of not been able to sent email to cc on adding comment to the ticket. We haven't have made any changes regarding mail functionality but still I m not been able to find why mails are not delivered. When I enable debug mode I found one thing like /rt3/lib/RT/Action/SendEmail.pm:274) [Tue Jul 14 05:04:42 2009] [info]: #124038/2088763 - Scrip 202 Notify Owner on Comment Added (/opt/rt3/lib/RT/Action/SendEmail.pm:243) [Tue Jul 14 05:04:42 2009] [info]: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255) [Tue Jul 14 05:02:40 2009] [info]: #124033/2088759 - Scrip 2 (/opt/rt3/lib/RT/Action/SendEmail.pm:243) [Tue Jul 14 05:02:40 2009] [info]: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255) I am not been able to find why this scrip are failing in sending mail which were previously running. Thanks & Regards Varun Vyas Software Engineer - Elitecore technologies ___ 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] (no subject)
I will like to create a scrip where the status of a ticket is automatically
changed from open to stalled when a Owner replies to a requestor. I am using
rt-crontool to monitor the status of the tickets and auto resolve the ticket
after 72 hours of inactivity. I created a custom field to monitor the status
of the crontool, but my problem is that when the customer replies, I can’t rely
on my techs to change the status of the ticket manually.
I tried creating User Defined Scrip which works fine, exept it executes each
time, indiscriminately. Let me try to explain, I have one script that changes
the status from open to stalled, when a technician replies, and another that
changed the status back to open when the customer/requestor replies. I can see
that both scrips are executing at the same time regardless of who initiated the
correspondence.
I know that I am missing something basic, but I don’t know what. Can anyone
help.
Scrip 1 customer reply
$self->TicketObj->AddCustomFieldValue(Field => 'Support Status', Value => ' ');
$self->TicketObj->AddCustomFieldValue(Field => 'AutoClosure', Value => ' ');
$self->TicketObj->SetStatus("open");
return 1;
Scrip 2 Owner reply
$self->TicketObj->AddCustomFieldValue(Field => 'Support Status', Value =>
'Awaiting Customer');
$self->TicketObj->SetStatus("stalled");
return 1;
Thanks…
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Re: [rt-users] Duplicate messages from RT-Users@lists.bestpractical.com
Thanks Paul. For the list owner... Here are the headers from a single message I sent. From the headers it is clear that your MTA had submitted this message twice to your mailman installation. You may need to check on your queues and trouble shoot why the MTA thought it needed to resubmit the message. ---Paste--- Sample 1: Received: from diesel.bestpractical.com (diesel.bestpractical.com [4.79.3.63]) by gateway.cnc.bc.ca (Postfix) with ESMTP id 3A42C2C2802C for ; Mon, 13 Jul 2009 15:18:08 -0700 (PDT) Received: from diesel.bestpractical.com (diesel.bestpractical.com [127.0.0.1]) by diesel.bestpractical.com (Postfix) with ESMTP id02DE119B82CF; Mon, 13 Jul 2009 18:18:07 -0400 (EDT) X-Original-To: RT-Users@lists.bestpractical.com Delivered-To: rt-us...@diesel.bestpractical.com Received: from gateway.cnc.bc.ca (gateway.cnc.bc.ca [142.27.70.211]) by diesel.bestpractical.com (Postfix) with ESMTP id A7F3319B8281 for ; Mon, 13 Jul 2009 18:17:56 -0400 (EDT) Sample 2: Received: from diesel.bestpractical.com (diesel.bestpractical.com [4.79.3.63]) by gateway.cnc.bc.ca (Postfix) with ESMTP id 73C3C2C28029 for ; Mon, 13 Jul 2009 15:18:56 -0700 (PDT) Received: from diesel.bestpractical.com (diesel.bestpractical.com [127.0.0.1]) by diesel.bestpractical.com (Postfix) with ESMTP idC7C8519B82E1; Mon, 13 Jul 2009 18:18:19 -0400 (EDT) X-Original-To: RT-Users@lists.bestpractical.com Delivered-To: rt-us...@diesel.bestpractical.com Received: from gateway.cnc.bc.ca (gateway.cnc.bc.ca [142.27.70.211]) by diesel.bestpractical.com (Postfix) with ESMTP id A7F3319B8281 for ; Mon, 13 Jul 2009 18:17:56 -0400 (EDT) ---End Paste--- Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel --- Original message --- Subject: Re: [rt-users] Duplicate messagesfromrt-us...@lists.bestpractical.com To: Kevin Gagel Date: 07/13/2009 3:27 PM I'm getting duplicates of some messages, but not of other messages. Oddly for example, your original message asking about duplicates, I only received once. But your reply to yourself about some folks getting duplicates and others not getting duplicates, I got two. So I don't think it's sender-specific, nor recipient-specific. All in all, I'd agree the list is indeed doing something odd. PH -- Paul Hirose : pthir...@ucdavis.edu : Sysadm Motto: rm -fr /MyLife 1034 Academic Surge : Programmer/Analyst : Backup Motto : rm -fr / One Shields Avenue : Voice (530) 752-7181 : Robot, n.: Univ. Admin Davis, CA 95616-8770 : Fax (530) 752-4465 : rec.pets.cat.anecdotes ___ 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] Duplicate messages fromrt-us...@lists.bestpractical.com
Wierd. Some people are getting duplicates some are not. I got 4 of a message I posted. Followed by 4 from someone else then 2 of another poster. Seems to me the list is doing something odd. Thanks everyone that responded. Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel --- Original message --- Subject: RE: [rt-users] Duplicate messages fromrt-us...@lists.bestpractical.com To: Date: 07/13/2009 3:14 PM I got 4 copies of the message you posted earlier. I've seen duplicates on the list before, but never 4 copies. Seems likely in your case it's 2 sets of duplication. Probably something the list owner needs to address though. ~Chris From: ga...@cnc.bc.ca To: RT-Users@lists.bestpractical.com Date: Mon, 13 Jul 2009 15:02:42 -0700 Subject: [rt-users] Duplicate messages from RT-Users@lists.bestpractical.com Am I the only one getting duplicates (in which case my server has a problem) or are others getting duplicates as well. If one or two of you could reply that would be great thanks... Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel ___ 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] Duplicate messages from RT-Users@lists.bestpractical.com
Am I the only one getting duplicates (in which case my server has a problem) or are others getting duplicates as well. If one or two of you could reply that would be great thanks... Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel ___ 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] Pubcookie auth
Hello all, I am trying to implement pubcookie authentication with mysql authorization. I could use some help. I am wondering if there is more information out there than the wiki and the example file in local/plugins/RT-Authen-ExternalAuth? I am running version 3.8.4 and have the authentication working before local authorization. I am trying to figure out how to have RT pull information from the cookie and use it. Any direction is appreciated. Pete ___ 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] Correct syntax for AutoCreate
What is the correct syntax for the AutoCreate variable in RT_SiteConfig.pm? Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel ___ 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] Merge tickets with the Same Subject
Thank you for all the help and I was able to implement scrips (ie AutoClose on Nagios recovery, filter messages based on Subject) which at first I thought was extremenly hard to set-up. I have a new requirement which is to merge with the same subject. -existing ticket: Subject: syslog firewall ticket ID: 2565 when a new request with the same subject: syslog firewall, it should merge with ticket ID: 2565. I've been seeing some scrips but all of them use a matching subject, like ** PROBLEM **. Any one who has implemented the same, please advise on how to do it. Thanks! Roehl ___ 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 3.4.5-3.8.4 no child tix or links
nevermind, investigation into the links table indicated i had imported the DB as one rt name, and begun using it as another. the rt name is used in link params. On Mon, 13 Jul 2009, Nimbius wrote: > Date: Mon, 13 Jul 2009 12:05:23 + (UTC) > From: Nimbius > To: rt-users@lists.bestpractical.com > Subject: [rt-users] rt 3.4.5-3.8.4 no child tix or links > > hey all, > just finished upgrading from RT 3.4.5 to RT 3.8.4 and ive noticed the > child ticket links and dependencies in tickets are gone. any suggestions? > > nimb...@sdf.lonestar.org > SDF Public Access UNIX System - http://sdf.lonestar.org > ___ > 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 > nimb...@sdf.lonestar.org SDF Public Access UNIX System - http://sdf.lonestar.org ___ 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] "Read-Only" global switch?
Thanks, that was what we ended up doing. (Although this was for RT 2.0.11, which didn't have a sessions table...so the whole database is read-only.) -- Kendric -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Agnislav Onufrijchuk Sent: Monday, July 13, 2009 1:06 AM To: Beachey, Kendric Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] "Read-Only" global switch? Beachey, Kendric wrote: > I'm about to (finally) migrate our 2.0.11 installation to 3.6.5 and > would like to have the 2.0.11 installation stay up for a few months or > so in a read-only capacity. > > Is there (or was there as early as 2.0.11) an easy way to make RT be > read-only in a global sense? I mean, I can run through all the > group/user permissions and turn off anything that constitutes an update. > But if there's an easy way to make it read-only on a system-wide level, > that'd be preferable. > I've done the same on rt 3.4.4 with granting rt_user mysql user only SELECT right for rt3 db for all tables except sessions. -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 Meet us at ITEXPO West 2009 September 2-3, Booth 427 Los Angeles Convention Center ___ 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 -- This e-mail and any attachments may contain confidential material for the sole use of the intended recipient. If you are not the intended recipient, please be aware that any disclosure, copying, distribution or use of this e-mail or any attachment is prohibited. If you have received this e-mail in error, please contact the sender and delete all copies. Thank you for your cooperation. ___ 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] Victor Da Fonseca/KW/ECS/SCHINDLER est absent(e).
I will be out of the office starting Sat 11/07/2009 and will not return until Wed 15/07/2009. * Nota : Les informations contenues dans ce message sont exclusivement destinées aux personnes nommées ci-dessus et peuvent contenir des données confidentielles ou protégées. Une erreur de transmission n'entraîne aucune renonciation à la confidentialité de ces données. Si vous n'êtes pas le destinataire prévu de ce message, vous êtes informés que vous ne devez pas l'utiliser, le divulguer ou le copier, sous quelque forme que ce soit. Si vous avez reçu ce courrier électronique par erreur, merci de le supprimer ainsi que ses éventuelles copies et d'informer immédiatement l'expéditeur. Notice : The information contained in this message is intended only foruse of the individual(s) named above and may contain confidential,proprietary or legally privileged information. No confidentiality or privilege is waived or lost by any mistransmission. If you are not the intended recipient of this message you are hereby notified that you must not use, disseminate, copy it in any form or take any action in reliance of it. If you have received this message in error please delete it and any copies of it and notify the sender immediately. ** ___ 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] Monthly Tasks
Hi, We have recurring tasks (monthly and quarterly) like patch update or run scan vulnerability that I would like to set to create ticket on a certain time. Here's I would like to do: I create a new ticket "run scan vulnerability on server X". After running, I will close this ticket. On next month, this ticket automatically will be re-opend (or a new one generated). I'm thinking of using RT Reminders. I've checked it but the scrips that I saw, use reminders to send open tickets that are due over a period of time. Does anyone was able to do this and any scrips that I can check? Thanks! Roehl ___ 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 3.4.5-3.8.4 no child tix or links
hey all, just finished upgrading from RT 3.4.5 to RT 3.8.4 and ive noticed the child ticket links and dependencies in tickets are gone. any suggestions? nimb...@sdf.lonestar.org SDF Public Access UNIX System - http://sdf.lonestar.org ___ 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] Customers integration
Quoting Brot Stéphane on Mon, 13 Jul 2009 11:27:18 +0200: > > As support team member, when a customer calls, I want to be able to > quickly open a ticket from the RT web interface. There should be a > search page to fill in the requestor field, being able to search by > name, street address, customer number,... > > Is it possible to extend RT that much ? How hard ? I have installed RTx::EmailCompletion to display a drop-down and match against name as RT3's Real Name and customer number as RT3's Username. You could add some location fields to $EmailCompletionSearchFields but they would not be displayed in the drop-down without further code customisation. > How do you use RT for the support of thousands of end users ? Can't answer that one. Regards, -- Erwan HAMON - http://hamon.erwan.free.fr/ ___ 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] Customers integration
Hi all, I work at a small cable operator, about 2 TV and 4000 internet customers. As the support team is growing, the need for a trouble ticket system is rising. >From what I have seen in the ML archives, the customer info may be implemented >in 2 ways : 1. As a RT user and as requestor of the ticket 2. As Custom Fields of the ticket For now, I would go for 1 as this is how it works when submitting tickets by mail. As support team member, when a customer calls, I want to be able to quickly open a ticket from the RT web interface. There should be a search page to fill in the requestor field, being able to search by name, street address, customer number,... Is it possible to extend RT that much ? How hard ? How do you use RT for the support of thousands of end users ? Regards, Stéphane ___ 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
