[rt-users] Auto replies create tickets
Hi all,
We have an application that generates messages and sends them to our users.
Our mail system is configures so that anyone that replies to these emails, a
ticket is created in one of our queues.
My problem is that auto replies (ie. out of office messages) are creating
tickets.
I've found a function in ../lib/RT/Interface/Email.pm that is checking the
headers of the emails but the value returned from the function is always the
same (as I understand from my limited perl skills).
sub CheckForAutoGenerated {
my $head = shift;
my $Precedence = $head-get(Precedence) || ;
if ( $Precedence =~ /^(bulk|junk)/i ) {
return (1);
}
# Per RFC3834, any Auto-Submitted header which is not no means
# it is auto-generated.
my $AutoSubmitted = $head-get(Auto-Submitted) || ;
if ( length $AutoSubmitted and $AutoSubmitted ne no ) {
return (1);
}
# First Class mailer uses this as a clue.
my $FCJunk = $head-get(X-FC-Machinegenerated) || ;
if ( $FCJunk =~ /^true/i ) {
return (1);
}
return (0);
}
Does the above function always return 0? If so, is this correct? I modified
the function on my test system so that if one of the conditions are met the
returned value is 1 and it seems that RT is now filtering out any auto
replies.
Am I missing something here, maybe a dependency? Is the function above right?
The strange thing I noticed is that if RT sends an email (ie. from a ticket
comment/reply) and it gets an auto reply, then it is filtered by the system and
the auto reply does not get recorded in any ticket or even create a new one.
Thanks in advance
Nik
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[rt-users] Pls urgent help about double requestors for each new ticket
Hello. whenever my RT users are creating ticket in some queue, ticket is created by two owners. one who is actually creating the ticket and other it selects randomly between different RT Admins. please help me to sort out the reason of this issue. R i Z. -- View this message in context: http://old.nabble.com/Pls-urgent-help-about-double-requestors-for-each-new-ticket-tp27637404p27637404.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] rt-crontool and custom action
Dear List,
I'm trying to write a CustomAction which I want to fire with rt-crontool
Currently I have for the crontool the following:
./rt-crontool --search RT::Search::FromSQL --search-arg Queue =
'Orders' AND 'CF.{Status}' = 'Opgeleverd' --action RT::Action::
SetPriority --action-arg 100
This searches in the orders queue for tickets with a customfield set to
Opgeleverd.
The SQL query is correct, I've tested it inside RT.
The only thing I'm bugging now is with the Action.
I don't want to set the priority but I want to do 2 actions:
1. Set another value to the customfield.
2. Open the ticket ( because it's resolved )
How can I do this?
I found something with a Action::UserDefined but It's not clear to me
how I can do that.
Thank you for your time.
Met vriendelijke groet / With kind regards,
Richard Pijnenburg
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Re: [rt-users] Upgraded and now having to login on every link in RT
On Wed, Feb 17, 2010 at 11:49:27AM -0800, Kevin Gagel wrote: I logged into RT, clicked a link and this is the result in the log file. On the interface I got into RT and then after clicking a link within it I was presented with a login screen again. [Wed Feb 17 19:46:02 2010] [debug]: UPDATED user ( ) from External Service (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:307) [Wed Feb 17 19:46:02 2010] [info]: Successful login for from XXX.XXX.XXX.XXX (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:219) [Wed Feb 17 19:46:02 2010] [debug]: Autohandler called ExternalAuth. Response: (1, Successful login) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) [Wed Feb 17 19:46:02 2010] [debug]: /autohandler calls old style callback, use $m-callback (/opt/rt3/share/html/Elements/Callback:51) Do you have a local/html/autohandler? Vanilla RT's autohandler won't cause this warning, and neither will RT::Authen::ExternalAuth autohandler was heavily refactored in recent versions, I suspect removing it will fix your problem. -kevin [Wed Feb 17 19:46:16 2010] [debug]: /autohandler calls old style callback, use $m-callback (/opt/rt3/share/html/Elements/Callback:51) [Wed Feb 17 19:46:16 2010] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Wed Feb 17 19:46:16 2010] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92) [Wed Feb 17 19:46:16 2010] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) pgpmh6iV4Ctzx.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 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT problem with ticket creation via email
JJussi,
What do you mean by made my own plugin?
Kenn
LBNL
On 2/17/2010 11:17 PM, JJussi wrote:
Hi!
I had same kind of problems when I took 'MailPlugins' in use. I made my own
plugin and as long as plugin didn't return 'RT::CurrentUser' object, I got
that error.
On Wednesday, 17. Februaryta 2010 23:17:32 Ken Crocker wrote:
To list,
I have been testing our 3.8.7 session and all looks well, with the
exception of creating tickets via email.
I can create tickets fine via the WebUI, but emails gives no joy. I get
this email back:
RT could not load a valid user, and RT's configuration does not allow
for the creation of a new user for this email (kfcroc...@lbl.gov).
You might need to grant 'Everyone' the right 'CreateTicket' for the
queue Test.
I have, of course, applied the CreateTicket right to everyone for the
Queue Test. Still no joy.
I am thinking that since the email gets to RT, it is probably a filter of
some sort in our Config settings.
We are using the ExternalAuth extension and ourLDAP filters work fine
with signing onto the WebUI and using the system in ALL of it's aspects.
These are our LDAP settings:
'My_LDAP' = {'type' = 'ldap',
'server' = '.xxx.xxx',# x'd out for this email
'user' = '',
'pass' = '',
'base' = 'ou=people,o=Company Name,c=us',
'filter' =
'((|(xxxEmpStat=Staff)(xxxEmpStat=Guest))(|(xxxpan=XX*)))',
'd_filter' = '(!(|(xxxEmpStat=Staff)(xxxEmpStat=Guest)))',
'tls' = 1,
'net_ldap_args' = [version = 3 ],
'attr_match_list' = ['Name',
'EmailAddress',
'RealName',
'uid',
],
'attr_map' = { 'Name'= 'uid',
'EmailAddress'= 'mail',
'Organization'= 'o',
'RealName'= 'cn',
'ExternalAuthId' = 'uid',
'Gecos' = 'uid',
'WorkPhone' = 'telephoneNumber',
'Address1'= 'xxxMailStop',
'Address2'=
'postalAddress', }
}
}
These are some other settings that I think /*MIGHT*/ apply:
Set($TruncateLongAttachments, 1);
Set($LookupSenderInExternalDatabase, 1);# not actually functional
-alinc
Set($SenderMustExistInExternalDatabase, 1);
Set($ValidateUserEmailAddresses, 1);
Set($SendmailPath, /usr/lib/sendmail);
Set($WebExternalAuto , 0); # Do not create accounts based on REMOTE_USER
setting
Set($WebExternalAuthContinuous, 0); # prevent checking REMOTE_USER at
every page load
Any clues? Thanks.
Kenn
LBNL
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Re: [rt-users] Upgraded and now having to login on every link in RT
___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Pls urgent help about double requestors for each new ticket
Softouch, Your question is a bit vague. Are you having a problem segregating notifications? A problems distinguishing the difference between a ticket Creator and a Ticket Requestor? There are several relationships a user can have with a ticket. At the Queue level, they can be a watcher (either AdminCc or Cc). That implies that they want whatever notifications you set to go out for ALL tickets in that Queue. Then there are the Ticket watchers, which includes AdminCc, Cc, Owners (of which there can ONLY be one per ticket) and Requestors (of which there can be MANY per ticket). These watchers are called Roles which are basically Psuedo groups. The can have rights just like User-defined groups for a particular Queue and even globally. A Creator is neither a role or psuedo group of any kind and therefore /cannot have any rights/.nor be a /selected recipient of a notification/. A Ticket Creator is merely a ticket level field that retains the ID number of the user that /actually created/ (Via email or WebUI) the ticket and this user can be a different user than the Owner OR Requestor(s). You can display this persons User Name/Email address in any Query, however. Please define more succinctly exactly what your problem is and I'll try to help. Kenn LBNL On 2/18/2010 4:15 AM, softouch wrote: Hello. whenever my RT users are creating ticket in some queue, ticket is created by two owners. one who is actually creating the ticket and other it selects randomly between different RT Admins. please help me to sort out the reason of this issue. R i Z. View this message in context: Pls urgent help about double requestors for each new ticket http://old.nabble.com/Pls-urgent-help-about-double-requestors-for-each-new-ticket-tp27637404p27637404.html Sent from the Request Tracker - User mailing list archive http://old.nabble.com/Request-Tracker---User-f572.html at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 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 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Creating New User via web UI errors out (3.8.6)
My RT install is presently configured to authenticate against RT's mysql database, and two LDAP (AD, really) sources. I'm trying to create an account via the web U/I with the intention of adding a new user whose credentials are hosted in RT's mysql DB. I figured out I had a bad mapping for RT Attributes to Fields. I fixed that, but the new user creation process seems to fail because RT::ExternalAuth can't find the user. That seems odd, since I'm creating a user, so how can it exist yet? Thoughts? Here's the error logs from apache's error.log (anonymized). [Thu Feb 18 20:31:18 2010] [critical]: RT::Authen::ExternalAuth::DBI::CanonicalizeUserInfo Nothing to look-up given (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:144) [Thu Feb 18 20:31:18 2010] [info]: RT::Authen::ExternalAuth::DBI::CanonicalizeUserInfo INFO CHECK FAILED Key: Name Value: userFOO No User Found in External Database! (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:179) [Thu Feb 18 20:31:18 2010] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: , Address2: , AuthSystem: , City: , Comments: , ContactInfoSystem: , Country: , Disabled: 0, EmailAddress: user...@example.com, EmailEncoding: , ExternalAuthId: , ExternalContactInfoId: , FreeformContactInfo: , Gecos: , HomePhone: , Lang: en, MobilePhone: , Name: foobar, NickName: Foo, Organization: , PagerPhone: , Privileged: 1, RealName: Foo Bar, Signature: , State: , WebEncoding: , WorkPhone: , Zip: (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536) Thanks in advance, -Rob ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Pls urgent help about double requestors for each new ticket
Dear Ken, lets assume that i have user A,B,C,D in my RT. When User A is creating a ticket in the queue and making some one owner of Ticket out of RT Members, after ticket creation RT is showing Two Requester for this Ticket. One is User A who actually created the Ticket. Second randomly from B,C,D. i am unable to understand that why and when second requester is inserted inside the ticket. now when ever some correspondence is made with Requester , RT is sending Email to Two Requester. Hope i have explained my problem more precisely. Thanks, R i Z Ken Crocker wrote: Softouch, Your question is a bit vague. Are you having a problem segregating notifications? A problems distinguishing the difference between a ticket Creator and a Ticket Requestor? There are several relationships a user can have with a ticket. At the Queue level, they can be a watcher (either AdminCc or Cc). That implies that they want whatever notifications you set to go out for ALL tickets in that Queue. Then there are the Ticket watchers, which includes AdminCc, Cc, Owners (of which there can ONLY be one per ticket) and Requestors (of which there can be MANY per ticket). These watchers are called Roles which are basically Psuedo groups. The can have rights just like User-defined groups for a particular Queue and even globally. A Creator is neither a role or psuedo group of any kind and therefore /cannot have any rights/.nor be a /selected recipient of a notification/. A Ticket Creator is merely a ticket level field that retains the ID number of the user that /actually created/ (Via email or WebUI) the ticket and this user can be a different user than the Owner OR Requestor(s). You can display this persons User Name/Email address in any Query, however. Please define more succinctly exactly what your problem is and I'll try to help. Kenn LBNL On 2/18/2010 4:15 AM, softouch wrote: Hello. whenever my RT users are creating ticket in some queue, ticket is created by two owners. one who is actually creating the ticket and other it selects randomly between different RT Admins. please help me to sort out the reason of this issue. R i Z. View this message in context: Pls urgent help about double requestors for each new ticket http://old.nabble.com/Pls-urgent-help-about-double-requestors-for-each-new-ticket-tp27637404p27637404.html Sent from the Request Tracker - User mailing list archive http://old.nabble.com/Request-Tracker---User-f572.html at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 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 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- View this message in context: http://old.nabble.com/Pls-urgent-help-about-double-requestors-for-each-new-ticket-tp27637404p27649982.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
