[rt-users] Problems!
Open me a ticket, please! -- Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsoll...@sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583
[rt-users] Problem with rt-crontool and SendEmail(Re-posted because I did not register before posting it originally)
Hello all, Please I am having problems setting up rt-crontool and using the SendEmail action. I have created a user called rtcrontool, and in this user's home directory, I have set-up a shell script called rtcrontool.sh with the following command in it: /opt/rt3/bin/rt-crontool \ --search RT::Search::ActiveTicketsInQueue --search-arg 'nigerian colleges' \ --condition RT::Condition::Overdue \ --action RT::Action::SendEmail --action-arg amoham...@swglobal.com \ I haven't yet set it up as a cron job but when I run the script from the command line this is what I get: [crit]: Can't call method Parse on an undefined value at /opt/rt3/bin/../lib/RT/Action/SendEmail.pm line 155. (/opt/rt3/bin/../lib/RT.pm:377) Can't call method Parse on an undefined value at /opt/rt3/bin/../lib/RT/Action/SendEmail.pm line 155. I have tried googling a solution to no avail. Please any pointers as to how to resolve this issue will be greatly appreciated. Thanks -- View this message in context: http://old.nabble.com/Problem-with-rt-crontool-and-SendEmail%28Re-posted-because-I-did-not-register-before-posting-it-originally%29-tp30366714p30366714.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
[rt-users] Forward Email Mail Header
When forwarding a message from RT, the mail header seems to get stripped, from, to, subject are all missing from the forwarded message. Is that normal and to be expected? Is there a way to change it so when you forward a message the header is preserved?
[rt-users] AddCustomFieldValue with user as creator
Hello. rt 3.8.7 I use in my scrip a string my ($status, $msg) = $self-TicketObj-AddCustomFieldValue( Field = 'MyCF', Value = 'MyCFValue'); A transaction creates with RT System Itself as a creator. How can I add СА value with some user as creator? Thank you!
Re: [rt-users] webmux.pl causing Apache to fail
Thanks for this. Turns out MySQL wasn't accepting connections. Our monitoring system wasn't picking it up as MySQL was still running. I havent used the Ubuntu package for RT in a long time. I have been happy to install RT manually into the defult location along with RTFM and RTIR, and figure if a new update comes out that would be handy it's a lot easier to just upgrade RT as needed, rather than relying on a package maintainer to update it. -Original Message- From: Konstantin Khomoutov [mailto:flatw...@users.sourceforge.net] Sent: 03 December 2010 12:47 To: rt-users@lists.bestpractical.com Cc: Alex Young Subject: Re: [rt-users] webmux.pl causing Apache to fail On Fri, 3 Dec 2010 10:40:49 - Alex Young alexyo...@housingpartners.co.uk wrote: [...] I'm receiving an odd error with RT 3.8.8 on Ubuntu 10.4 and 10.10 x64. Seems to be some kind of update that doesn't play well with webmux.pl. [...] I removed the link to /opt/rt3/etc/apache2-modperl2.conf and Apache ran fine. [...] First, is there any reason not to use the stock request-tracker3.8 package available in Ubuntu? Does it have the same error? Otherwise the only idea I have is that the DB backend configured for your RT instance is unavailable at the time apache starts because what webmux.pl does, among other things, is connecting to the specified DBMS. We had a bug with similar symptoms in Debian [1]. In my case, apache failed to start after waiting for a timeout due to inaccessible MySQL server; may be your case is similar just the timeout is not triggered for some reason. 1. http://bugs.debian.org/595054
Re: [rt-users] Problems!
Try sudo open me a ticket :) Happy Monday... Jok -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Giuseppe Sollazzo Sent: Monday, December 06, 2010 2:16 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Problems! Open me a ticket, please! -- Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsoll...@sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583
Re: [rt-users] Problems!
(sorry to stray off-topic, but...) Obligatory xkcd comic ref: http://xkcd.com/149/ -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Joachim Thuau Sent: Monday, December 06, 2010 11:10 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Problems! Try sudo open me a ticket :) Happy Monday... Jok -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Giuseppe Sollazzo Sent: Monday, December 06, 2010 2:16 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Problems! Open me a ticket, please! -- Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsoll...@sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583
[rt-users] Can you make it act like a time card system?
We are nearly finished with a new RT deployment but the request was made to be able to print out reports for each user for each day showing hours worked and where there are gaps (I know *sigh*). I didn't see any reports or extensions that exactly fit the bill. Does anyone have any ideas? Robert Threet http://yesistilluseperl.blogspot.com/ Moms Asked to Return to School Grant Funding May Be Available to Those That Qualify. http://thirdpartyoffers.netzero.net/TGL3231/4cfd5aba7930f5ca310st02duc
Re: [rt-users] mobile interface reply link.
The attached patch makes the default action Respond instead of Comment, which now agrees with the link text that says Reply. With Action defaulting to undef, the template was assuming Comment. ~Jason On 12/02/2010 11:28 AM, Jason A. Smith wrote: On the ticket display of the mobile interface, at the top, there are three links for Basics, History Reply. I used the reply link without looking closely and it actually made a comment instead of a reply. Can this default action be changed easily? Also, since it does not default to a reply, shouldn't the link text be changed to Comment instead? diff -ur RT-Extension-MobileUI-1.00-dist/html/m/ticket/reply RT-Extension-MobileUI-1.00/html/m/ticket/reply --- RT-Extension-MobileUI-1.00-dist/html/m/ticket/reply 2010-08-06 11:08:52.0 -0400 +++ RT-Extension-MobileUI-1.00/html/m/ticket/reply 2010-12-06 17:06:06.0 -0500 @@ -166,6 +166,6 @@ %ARGS $id = undef -$Action = undef +$Action = 'Respond' $DefaultStatus = undef /%ARGS smime.p7s Description: S/MIME Cryptographic Signature
Re: [rt-users] Problem with rt-crontool and SendEmail(Re-posted because I did not register before posting it originally)
I had a problem with this as well you have to create a template with :
RT-Send-Bcc: {$Ticket-Owner}
And use the action record comment
--action RT::Action::RecordComment --template 'your template name here'
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of imonike
Sent: Monday, December 06, 2010 8:06 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Problem with rt-crontool and SendEmail(Re-posted
because I did not register before posting it originally)
Hello all,
Please I am having problems setting up rt-crontool and
using
the SendEmail action. I have created a user called rtcrontool, and in
this
user's home directory, I have set-up a shell script called rtcrontool.sh
with the following command in it:
/opt/rt3/bin/rt-crontool \
--search RT::Search::ActiveTicketsInQueue --search-arg 'nigerian
colleges'
\
--condition RT::Condition::Overdue \
--action RT::Action::SendEmail --action-arg amoham...@swglobal.com \
I haven't yet set it up as a cron job but when I run the script from the
command line this is what I get:
[crit]: Can't call method Parse on an undefined value at
/opt/rt3/bin/../lib/RT/Action/SendEmail.pm line 155.
(/opt/rt3/bin/../lib/RT.pm:377)
Can't call method Parse on an undefined value at
/opt/rt3/bin/../lib/RT/Action/SendEmail.pm line 155.
I have tried googling a solution to no avail. Please any pointers as to
how
to resolve this issue will be greatly appreciated.
Thanks
--
View this message in context:
http://old.nabble.com/Problem-with-rt-crontool-and-SendEmail%28Re-posted
-because-I-did-not-register-before-posting-it-originally%29-tp30366714p3
0366714.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] Can you make it act like a time card system?
On 6/12/10 1:49 PM, RAT rober...@netzero.net wrote: We are nearly finished with a new RT deployment but the request was made to be able to print out reports for each user for each day showing hours worked and where there are gaps (I know *sigh*). I didn't see any reports or extensions that exactly fit the bill. Does anyone have any ideas? Robert Threet http://yesistilluseperl.blogspot.com/ Moms Asked to Return to School Grant Funding May Be Available to Those That Qualify. http://thirdpartyoffers.netzero.net/TGL3231/4cfd5aba7930f5ca310st02duc My best guess would be to use a script that either uses the REST API to get the info from the DB, or reads directly from the DB to get the ticket work time and then output a pretty HTML report per user, which is linked off a roster, or some-such. -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Office: (408) 240-1239
Re: [rt-users] Problem with rt-crontool and SendEmail(Re-posted because I did not register before posting it originally)
On Mon, Dec 06, 2010 at 05:06:08AM -0800, imonike wrote: Hello all, Please I am having problems setting up rt-crontool and using the SendEmail action. I have created a user called rtcrontool, and in this user's home directory, I have set-up a shell script called rtcrontool.sh with the following command in it: /opt/rt3/bin/rt-crontool \ --search RT::Search::ActiveTicketsInQueue --search-arg 'nigerian colleges' \ --condition RT::Condition::Overdue \ --action RT::Action::SendEmail --action-arg amoham...@swglobal.com \ I'm curious where you found this syntax, since the argument to SendEmail is not an email address, it is a string that can be passed into your Template for parsing. If it was found on the wiki, it should be corrected. I haven't yet set it up as a cron job but when I run the script from the command line this is what I get: [crit]: Can't call method Parse on an undefined value at /opt/rt3/bin/../lib/RT/Action/SendEmail.pm line 155. (/opt/rt3/bin/../lib/RT.pm:377) Can't call method Parse on an undefined value at /opt/rt3/bin/../lib/RT/Action/SendEmail.pm line 155. You haven't provided a template, and SendEmail needs a template to know *what* to send. What you want to do is define a template with the To: address either passed in as the $Argument or hardcoded along with the content and then try again. -kevin I have tried googling a solution to no avail. Please any pointers as to how to resolve this issue will be greatly appreciated. Thanks -- View this message in context: http://old.nabble.com/Problem-with-rt-crontool-and-SendEmail%28Re-posted-because-I-did-not-register-before-posting-it-originally%29-tp30366714p30366714.html Sent from the Request Tracker - User mailing list archive at Nabble.com. pgpFx3WDmTfo8.pgp Description: PGP signature
Re: [rt-users] No permission to create tickets email bounce
On Sun, Dec 05, 2010 at 06:22:06PM -0800, Shannon Adams wrote: I cannot figure this out. See below. The user is setup in RT and active. Is there a log file I can check to get more details as to why RT is rejecting incoming requests from this one user? Without RT error logs, anything we offer would be a guess. - Forwarded Message Running RT 3.8.8 I have one user within our company who cannot create RT tickets. She was able to for years until recently. I can't tell what changed. All other users can create tickets fine and they appear to be setup just like this one user. When she sends an email in to the address setup to auto create a ticket, she gets an email bounce like this: From: RT CorrespondAddressNotSet rt_correspondaddressnot...@rt.companyname.com To: cbreidenb...@companyname.com Sent: Wednesday, November 17, 2010 4:14:34 PM Subject: Ticket creation failed: Fwd: Need help No permission to create tickets in the queue 'IT.Help' Any suggestion on how to fix this? Thanks. pgpRKk0ztpjSL.pgp Description: PGP signature
Re: [rt-users] viewing custom fields via REST
On Thu, Dec 02, 2010 at 10:09:59PM +, Sweeny, Jonny wrote:
I am using the RT::Client::REST modules but the code for accessing custom
fields no longer works. I think this is because some change was made to RT
in the last year and the REST code hasn't been updated since then.
CPAN says that I should be able to view my custom fields via this command but
it is not working:
# Get a list of ticket's custom field names:
my @custom_fields = $ticket-cf;
You can start trying to fix this by using bin/rt and RTDEBUG=3
to compare what bin/rt is sending over the wire and what
RT::Client::REST is sending over the wire.
-kevin
I am able to access the ticket okay -- here is a partial dump of it:
$VAR1 = bless( {
'_admin_cc' = [],
'_creator' = 'jsweeny',
'_created' = 'Fri Nov 19 21:56:23 2010',
'_time_worked' = '',
'_id' = 'REDACTED',
'_status' = 'open',
'_priority' = '',
'_initial_priority' = '',
'_subject' = 'REDACTED',
'_due' = undef,
'_time_estimated' = '',
'_time_left' = '',
'_queue' = 'General',
'_cc' = [],
'__dirty' = {},
'_resolved' = undef,
'_starts' = undef,
...
Any ideas? Thanks,
pgphIOpfbvy5E.pgp
Description: PGP signature
[rt-users] Which files to edit to change how tickets are displayed?
I'm aiming at hiding the quoted replies in tickets (a la Gmail with the ajax-y collapsible div). Which files would I need to modify? -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Office: (408) 240-1239
Re: [rt-users] Problem with rt-crontool and SendEmail(Re-posted because I did not register before posting it originally)
On Mon, Dec 06, 2010 at 05:51:30PM -0500, Bernard McCormack wrote:
I had a problem with this as well you have to create a template with :
RT-Send-Bcc: {$Ticket-Owner}
And use the action record comment
--action RT::Action::RecordComment --template 'your template name here'
While this is preferred, it is possible to avoid the RecordComment if
you don't want it cluttering up history.
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of imonike
Sent: Monday, December 06, 2010 8:06 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Problem with rt-crontool and SendEmail(Re-posted
because I did not register before posting it originally)
Hello all,
Please I am having problems setting up rt-crontool and
using
the SendEmail action. I have created a user called rtcrontool, and in
this
user's home directory, I have set-up a shell script called rtcrontool.sh
with the following command in it:
/opt/rt3/bin/rt-crontool \
--search RT::Search::ActiveTicketsInQueue --search-arg 'nigerian
colleges'
\
--condition RT::Condition::Overdue \
--action RT::Action::SendEmail --action-arg amoham...@swglobal.com \
I haven't yet set it up as a cron job but when I run the script from the
command line this is what I get:
[crit]: Can't call method Parse on an undefined value at
/opt/rt3/bin/../lib/RT/Action/SendEmail.pm line 155.
(/opt/rt3/bin/../lib/RT.pm:377)
Can't call method Parse on an undefined value at
/opt/rt3/bin/../lib/RT/Action/SendEmail.pm line 155.
I have tried googling a solution to no avail. Please any pointers as to
how
to resolve this issue will be greatly appreciated.
Thanks
--
View this message in context:
http://old.nabble.com/Problem-with-rt-crontool-and-SendEmail%28Re-posted
-because-I-did-not-register-before-posting-it-originally%29-tp30366714p3
0366714.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
pgpl3t4IegHvs.pgp
Description: PGP signature
Re: [rt-users] RT 3.8.7 + SLA 0.03 + RTFM 2.4.2 - How to setup holidays in ServiceBusinessHours?
Please kindly help out...
Regards,Rithy
From: rithy4u...@hotmail.com
To: rt-users@lists.bestpractical.com
Date: Mon, 6 Dec 2010 06:37:44 +
Subject: [rt-users] RT 3.8.7 + SLA 0.03 + RTFM 2.4.2 - How to setup holidays in
ServiceBusinessHours?
Dear RT Community:
My SLA 3 and 4 never set the correct due date unless I mark #BusinessHours =
'work', in below configuration. After I did that, my SLA 3 and 4 work again
without issue. They even calculate the due date based on my 'work' setting
(0-6). But the problem now is, my holidays setting never apply to ticket. Can
someone help to guide me thru on how to setup holidays in RT_SiteConfig.pm?
Your advice will be much appreciated.
+
#Set Business HoursSet( %ServiceBusinessHours, 'work' = { 0 = {Name =
'Sunday',Start = 'undef', End = 'undef' }, 1 = {Name = 'Monday',Start
= '07:30', End = '17:30' }, 2 = {Name = 'Tuesday',Start = '7:30', End
= '17:30' }, 3 = {Name = 'Wednesday',Start = '7:30', End = '17:30' },
4 = {Name = 'Thursday',Start = '7:30', End = '17:30' }, 5 = {Name
= 'Friday',Start = '7:30', End = '17:30' }, 6 = {Name =
'Saturday',Start = 'undef', End = 'undef' },holidays = [qw(2011-01-01
2011-01-02 2011-01-03 2011-01-07 2011-02-18 2011-03-8 2011-04-14 2011-04-15
2011-04-16 2011-04-17 2011-04-18 2011-05-01 2011-05-02 2011-05-13 2011-05-14
2011-05-15 2011-05-16 2011-05-17 2011-05-21 2011-05-22 2011-05-23 2011-06-1
2011-06-18 2011-06-18 2011-06-19 2011-06-20 2011-09-24 2011-09-25 2011-09-26
2011-09-27 2011-09-28 2011-10-29 2011-10-30 2011-10-31 2011-11-09 2011-11-10
2011-11-11 2011-12-10 2011-12-11 2011-12-12)],},);
#RT::Extension::SLA ConfigSet( %ServiceAgreements,Default = 'sev4',
QueueDefault = {'General' = 'sev4',},Levels
= {'sev1' = { StartImmediately = 1,
Response = { RealMinutes = 60*0.5 }, Resolve = {
RealMinutes = 60*4 } },'sev2' = {
StartImmediately = 1, Response = { RealMinutes = 60*0.5 },
Resolve = { RealMinutes = 60*12 } }, 'sev3' = {
#BusinessHours = 'work', OutOfHours = {
Resolve = { RealMinutes = +60*28 } }, Response = {
BusinessMinutes = 60*4 },Resolve = { BusinessMinutes
= 60*28 } }, 'sev4' = { #BusinessHours =
'work', OutOfHours = { Resolve = { RealMinutes =
+60*52 } }, Response = { BusinessMinutes = 60*8 },
Resolve = { BusinessMinutes = 60*52 } },},
);+Regards,Rithy
