[rt-users] Cut/paste in reply or comment
I am on 3.82 and when some users cut/paste into a reply or comment the history show lots of special characters I cannot replicate this even when I try what they said they did. Any ideas? I ignored the first ticket as oper error but I have gotten a few more and from some folks who are good technically Thanks for any help you can give Joe ___ 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] Cut/paste in reply or comment
On Fri, 2009-10-02 at 05:01 -0500, Joe Kirby wrote: I am on 3.82 and when some users cut/paste into a reply or comment the history show lots of special characters I cannot replicate this even when I try what they said they did. Any ideas? I ignored the first ticket as oper error but I have gotten a few more and from some folks who are good technically Now, interesting copy/paste issues I've seen have been with newer MS products (office things). When you cut/copy text from something like MS Outlook, it copies as HTML formatted text. When you paste that into RT, you can't tell immediately that it's HTML because RT is web-based and handles it just fine... shows you only the text that you think you copied. However, ALL of this goes into the database and if you have the default 12k inline character limit setup... RT will complain that it's not raw text, because it truncates it somewhere in the middle of the HTML formatting and becomes confused about the nature of the content. You can see in plain text exactly what was posted by clicking the Download link in the history... Can you give more information regarding how the user was copy/paste'ing? What kind of data? From which software?... -- Andy Speagle THE Student - UCATS Wichita State University signature.asc Description: This is a digitally signed message part ___ 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] rt2tort3: problems importing scrips
Hi,
I'm currently preparing an upgrade from RT 2.0 to RT 3.8, and I'm
working through various problems with the rt2tort3 process (I'll
post some patches to other miscellaneous problems when I'm done).
Currently I'm noticing that each time a scrip (global or per-queue)
import is attempted by dumpfile-to-rt-3.0, the warning
[Fri Oct 2 12:58:31 2009] [warning]: Use of uninitialized value $_[1] in join
or string at (eval 1108) line 2. ((eval 1108):2)
is logged, and no scrip is created in the database.
This warning corresponds to the call
$so-Create(%params);
in the import_scrip subroutine in dumpfile-to-rt-3.0, and one example
%params is:
$VAR1 = {
'ScripCondition' = 'On Forward',
'ScripAction' = 'Forward To Third Party',
'Queue' = '0',
'Template' = 'Correspondence',
'Description' = 'Imported from RT 2.0'
};
Reading through RT::Scrip, RT::Record and DBIx::SearchBuilder::Record,
I can't see what is causing this problem - the data being passed
through by RT::Scrip::Create looks fine.
Import system is Debian lenny, perl 5.10.0, RT 3.8.5, postgres 8.3.7.
Does this sound familiar to anyone who knows the RT code in more
depth than I?
Thanks,
Dominic.
--
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford
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Re: [rt-users] rt2tort3: problems importing scrips
On Fri, Oct 02, 2009 at 03:05:28PM +0100, Dominic Hargreaves wrote: Hi, I'm currently preparing an upgrade from RT 2.0 to RT 3.8, and I'm working through various problems with the rt2tort3 process (I'll post some patches to other miscellaneous problems when I'm done). Currently I'm noticing that each time a scrip (global or per-queue) import is attempted by dumpfile-to-rt-3.0, the warning [Fri Oct 2 12:58:31 2009] [warning]: Use of uninitialized value $_[1] in join or string at (eval 1108) line 2. ((eval 1108):2) is logged, and no scrip is created in the database. Apologies; it does appear that the scrips are being created (must have been caught out by transactional changes when checking earlier) but it would still be nice to get to the bottom of the warnings. Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford ___ 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] MergeUsers extension for RT problem.
On Thu, Oct 01, 2009 at 04:48:37PM -0400, Jason A. Smith wrote: I am setting up a new RT server, version 3.8.5 and tried RT-Extension-MergeUsers, version 0.03 available from CPAN. It seems to work as expected, except for one problem. When viewing the target user of the merge, I see a comment like: (485) merged into this user But under in the Merge user box, it doesn't display the merged username correctly, it just says: The following users have been merged into this user: and then the Unmerge button. When viewing the merged user data, I see the complementary comment: Merged into smit...@bnl.gov (447) and in the Merge user box I see more complete info: This user has been merged with smit...@bnl.gov; I also tried manually running the rt-update-merged-users script, but it doesn't seem to fix it, and just reports: 447 already has 485 in the merge list DONE. You're going to need to poke in the db, because I haven't seen this reported before. Also, the rt-update-merged-users script is ONLY needed if you've upgraded from a 3.6 instance using an old MergeUsers extension (there are now bidirectional informational messages). You can use select id from Attributes where Name = 'MergedUsers' and ObjectId in (447,485) and then run the /opt/rt3/sbing/rt-attributes-viewer with the attribute id to see what is stored there. -kevin pgp2A2UOGzlu2.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
[rt-users] Creating tickets from email without creating new users but still able to reply to originating address
I've looked extensively through the mailing list archives and searched google but I feel like I have not found a definitive answer for what it is I want to do. We have an old instance of RT (2.0.14) that creates tickets when customers send email and this has resulted in over 400,000 user records in the system. Tickets containing spam are deleted by the staff each morning, but of course the user records for those messages still remain. Some analysis of the system showed that even with the spam users removed there are still nearly 170,000 'legit' user records. I am now setting up a new instance of RT (3.6) with spam filtering in front of it, but I still do not wish to have so many users in the system - it slows things down greatly and since they do not need *any* privileges I am hoping I can forgo creating accounts entirely. I wish to set it up so it works as follows: 1. If an email is from an email address that matches an existing user that exists in RT, a ticket is created with that user as the requestor. 2. If an email is from an email address that does not match any user, a ticket is created with a special 'email user' as the requestor 3. When someone replies to a ticket created via email as per #2 the reply is sent to the original email address but still does not create a user in RT. It seems at least one other person has tried to set up something similar: http://www.gossamer-threads.com/lists/rt/users/55657#55657 If this is just impossible or would take a foolish amount to do, please let me know. However if someone out there has done this or knows how I would be greatly obliged! -- -- Steve Scaffidi step...@scaffidi.net ___ 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] Creating tickets from email without creating new users but still able to reply to originating address
1. If an email is from an email address that matches an existing user that exists in RT, a ticket is created with that user as the requestor. Out of the box. 2. If an email is from an email address that does not match any user, a ticket is created with a special 'email user' as the requestor Doable with a custom Interface::Email extension 3. When someone replies to a ticket created via email as per #2 the reply is sent to the original email address but still does not create a user in RT. That will be tougher since AFAIK RT uses the user to fill in the message template. You could try stashing the actual recipient in another header (though RT seems to discard any it does not need), or another table, and pull it out in your template code to set the actual recipient header. -- 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] main-squished.css is missing
On Oct 1, 2009, at 5:19 PM, Kevin Falcone wrote: On Thu, Oct 01, 2009 at 05:01:02PM -0700, Kai Lanz wrote: Alias /NoAuth /usr/local/rt3/share/html/NoAuth This prevents the mason dhandler from running and producing css ScriptAlias /rt/ /usr/local/rt3/bin/mason_handler.fcgi/ I had to set the NoAuth alias to the value shown here to get rid of an earlier error from Apache -- File does not exist: /WWW/NoAuth. Sounds like an apache config issue, but you've found the wrong solution to it. Thanks, Kevin, you're correct. I've repaired my Apache config, and now RT looks beautiful again. For those interested, here's my current config: RT_SiteConfig.pm: Set( $rtname, 'SES'); Set($Timezone , 'US/Pacific'); Set($Organization , es.stanford.edu); Set($Webpath , ); Set($WebBaseURL , http://esrt.stanford.edu;); Set($CorrespondAddress , 'e...@pangea.stanford.edu'); Set($CommentAddress , 'esit-comm...@pangea.stanford.edu'); Set($OwnerEmail , 'rt-manager'); @LogToSyslogConf = ( facility = 'local3', min_level = 'warning' ) unless (@LogToSyslogConf); From Apache's httpd.conf: FastCgiIpcDir /var/tmp FastCgiServer /usr/local/rt3/bin/mason_handler.fcgi -idle-timeout 120 VirtualHost *:80 ServerName esrt.stanford.edu ServerAlias esrt esrt.Stanford.EDU DocumentRoot /usr/local/rt3/share/html/ AddHandler fastcgi-script fcgi Alias /NoAuth/images /usr/local/rt3/share/html/NoAuth/images/ ScriptAlias / /usr/local/rt3/bin/mason_handler.fcgi/ /VirtualHost -- Kai Lanz ___ 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] Creating tickets from email without creating new users but still able to reply to originating address
On Fri, Oct 2, 2009 at 1:10 PM, Jerrad Pierce jpie...@cambridgeenergyalliance.org wrote: 2. If an email is from an email address that does not match any user, a ticket is created with a special 'email user' as the requestor Doable with a custom Interface::Email extension That's one of the things I was looking at. I'll see what I can cook up :) 3. When someone replies to a ticket created via email as per #2 the reply is sent to the original email address but still does not create a user in RT. That will be tougher since AFAIK RT uses the user to fill in the message template. You could try stashing the actual recipient in another header (though RT seems to discard any it does not need), or another table, and pull it out in your template code to set the actual recipient header. I had a bit of a brain-storm (drizzle?) just after I hit send on my initial message and realized I could probably populate a CustomField with the original email address on ticket creation. Then, when we reply/correspond on that ticket perhaps a Scrip can extract that address from the field and add it to the To: field of any emails sent. Alternatively, getting that value from a template may be easier. Thanks for your input, and I'll certainly welcome any further tips from the list! -- -- Steve Scaffidi step...@scaffidi.net ___ 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] Can't call method GetHeader on an undefined value
This morning, my production RT server pitched an error on a global scrip, then
the web UI would hung and not let anyone log in. Can anyone make anything of
this message? RT has been oddly flakey since our IT group moved it to a VM.
It's making me a bit nervous. It seems to have continued creating the ticket,
but not without wigging out first.
[Fri Oct 2 17:21:11 2009] [error]: Scrip 16 Commit failed: Can't call method
GetHeader on an undefined value at (eval 2250) line 1.
Stack:
[(eval 2250):1]
[/usr/lib/rt/RT/ScripAction_Overlay.pm:241]
[/usr/lib/rt/RT/Scrip_Overlay.pm:507]
[/usr/lib/rt/RT/Scrips_Overlay.pm:192]
[/usr/lib/rt/RT/Transaction_Overlay.pm:170]
[/usr/lib/rt/RT/Record.pm:1438]
[/usr/lib/rt/RT/Ticket_Overlay.pm:720]
[/var/rt/html/index.html:102]
[/var/rt/html/autohandler:215]
(/usr/lib/rt/RT/Action/UserDefined.pm:81)
[Fri Oct 2 17:21:11 2009] [info]: rt-3.4.5-4232-1254504069-720.592-2...@tivo
#592/16511 - Scrip 22 Notify Ccs on New Ticket (/usr/lib/rt
/RT/Action/SendEmail.pm:237)
[Fri Oct 2 17:21:12 2009] [debug]: About to think about scrips for transaction
#16513 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
It's a scrip to set priority based on the to header. I've never seen GetHeader
fail before.
my $to = $self-TransactionObj-Attachments-First-GetHeader('To');
$RT::Logger-debug(To email was: $to);
if ($to =ObscuredRegExp)
{
$self-TicketObj-SetPriority(98);
return 1;
}
return 0;
~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607
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[rt-users] Auto reply listing open tickets
Hi everyone, I was wondering if anyone had come up with a mechanism to allow for a user to submit an e-mail with foo subject line and have an RT scrip return what the sender's open ticket(s) are. I looked through the archives and the wiki and found some components (like the autoreply), but can't find a template that would include those details. Has anyone done something like this? Side note - we don't use self service at our organization Cheers! Helmuth Ramirez Sr. Network Administrator Helpdesk Anthem! http://www.youtube.com/watch?v=h9odfjQfcUk ___ 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] rt2tort3: problems importing scrips
On Fri, Oct 2, 2009 at 6:20 PM, Dominic Hargreaves dominic.hargrea...@oucs.ox.ac.uk wrote: On Fri, Oct 02, 2009 at 03:05:28PM +0100, Dominic Hargreaves wrote: Hi, I'm currently preparing an upgrade from RT 2.0 to RT 3.8, and I'm working through various problems with the rt2tort3 process (I'll post some patches to other miscellaneous problems when I'm done). Currently I'm noticing that each time a scrip (global or per-queue) import is attempted by dumpfile-to-rt-3.0, the warning [Fri Oct 2 12:58:31 2009] [warning]: Use of uninitialized value $_[1] in join or string at (eval 1108) line 2. ((eval 1108):2) is logged, and no scrip is created in the database. Apologies; it does appear that the scrips are being created (must have been caught out by transactional changes when checking earlier) but it would still be nice to get to the bottom of the warnings. Hello Dominic, RT doesn't use many evals so it's probably in the script. Anyway, warning looks like it was handled by RT, so it's possible to use LogStackTraces option to figure out exact place. Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford ___ 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
