[rt-users] RT intermittently fails to send mails after recent Debian Update
Hello,
I am using RT 4 on an Debian Stable using the backports builds. On Saturday we
updated the installation to 4.0.5-3~bpo60+1 in response to the latest security
advisory. Since then, we have intermittent problems in the mail communication
originating from the RT system. Most of the mails work fine (perhaps 99%) but a
few are rejected by Postfix with this error message:
postfix/sendmail[31546]: fatal: www-data(33): No recipient
addresses found in message header
There have not been any configuration changes over the weekend except for the
RT upgrade off 4.0.5-1~bpo60+1.
Upon setting the log level to Debug I had the following case just a few minutes
ago:
A new mail got in over the Mail gateway from User
h.s@domainmailto:h.s@domain, a user already known to RT. The ticket got
created correctly in the queue MwStFreigabe in question. It had no owner and
h.s@domainmailto:h.s@domain as requestor. In addition, the queue has
a.s@domainmailto:a.s@domain as AdminCC configured.
Now RT fails to send both mails related to this ticket creation:
First there is Scrip scrip 4, which is configured as On Create, Notify
AdminCcs with Global Template Transaction during TransactionCreate, there is
nothing user defined beyond this.
The template Transaction is of Type Perl and looks like this:
RT-Attach-Message: yes
{$Transaction-CreatedAsString}: Anfrage {$Ticket-id} wurde verändert.
Transaktion: {$Transaction-Description}
Bereich: {$Ticket-QueueObj-Name}
Betreff: {$Transaction-Subject || $Ticket-Subject || (No subject
given)}
Besitzer: {$Ticket-OwnerObj-Name}
Klienten: {$Ticket-RequestorAddresses}
Status: {$Ticket-Status}
Priorität: {$Ticket-Priority}/{$Ticket-FinalPriority}
Ticket URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket-id}
{$Transaction-Content()}
The mail doesn't get sent with the error above. RT logs this (some messages
about skipped scripts skipped for brevity), the transaction in question was the
964235 on Ticket 53293:
[Tue Jul 31 08:47:07 2012] [debug]: Committing scrip #4 on txn #964235 of
ticket #53293 (/usr/share/request-tracker4/lib/RT/Scrips.pm:192)
[Tue Jul 31 08:47:07 2012] [debug]: Calling SetRecipientDigests for transaction
RT::Transaction=HASH(0x7fcf305d8918), id 964235
(/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:644)
[Tue Jul 31 08:47:07 2012] [debug]: Working on mailfield Cc; recipients are
(/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:660)
[Tue Jul 31 08:47:07 2012] [debug]: Subject:
=?UTF-8?B?W013U3QgRnJlaWdhYmUgIzUzMjkzXSBjY2QgLSAxMjUzMDcwIC0gVW50ZXJu?=
=?UTF-8?B?ZWhtZXJlaWdlbnNjaGFmdCBwcsO8ZmVu?=
From: The RT System itself via RT queue@domain
Reply-To: queue.rt@domain
In-Reply-To:
References: RT-Ticket-53293@domain
Message-ID: rt-4.0.5-31511-1343724427-334.53293-4-0@domain
Precedence: bulk
X-RT-Loop-Prevention: CANCOM Tickets
RT-Ticket: CANCOM Tickets #53293
Managed-by: RT 4.0.5 (http://www.bestpractical.com/rt/)
Bcc: a.s@domain
To: AdminCc of CANCOM Tickets Ticket #53293:;
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=utf-8
X-RT-Original-Encoding: utf-8
(/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:667)
[Tue Jul 31 08:47:07 2012] [debug]: Removing deferred recipients from Cc: line
(/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:690)
[Tue Jul 31 08:47:07 2012] [debug]: Setting deferred recipients for attribute
creation (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:699)
[Tue Jul 31 08:47:07 2012] [debug]: Working on mailfield Bcc; recipients are
a.s@domain (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:660)
[Tue Jul 31 08:47:07 2012] [debug]: Subject:
=?UTF-8?B?W013U3QgRnJlaWdhYmUgIzUzMjkzXSBjY2QgLSAxMjUzMDcwIC0gVW50ZXJu?=
=?UTF-8?B?ZWhtZXJlaWdlbnNjaGFmdCBwcsO8ZmVu?=
From: The RT System itself via RT queue@domain
Reply-To: queue@domain
In-Reply-To:
References: RT-Ticket-53293@domain
Message-ID: rt-4.0.5-31511-1343724427-334.53293-4-0@domain
Precedence: bulk
X-RT-Loop-Prevention: CANCOM Tickets
RT-Ticket: CANCOM Tickets #53293
Managed-by: RT 4.0.5 (http://www.bestpractical.com/rt/)
Bcc: a.s@domain
To: AdminCc of CANCOM Tickets Ticket #53293:;
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=utf-8
X-RT-Original-Encoding: utf-8
(/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:667)
[Tue Jul 31 08:47:07 2012] [debug]: Got user mail preference 'Individual
messages' for user alexander.schmuc...@cancom.de
(/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:681)
[Tue Jul 31 08:47:07 2012] [debug]: Removing deferred recipients from Bcc: line
(/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:690)
[Tue Jul 31 08:47:07 2012] [debug]: Setting deferred recipients for attribute
creation (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:699)
[Tue Jul 31 08:47:07 2012] [debug]: No recipients found for deferred delivery
on transaction #964235
Re: [rt-users] RT intermittently fails to send mails after recent Debian Update
You missing recepient: as you can see in logs, rt is trying to send message
to To: AdminCc of CANCOM Tickets Ticket #53293:;, but there is no
recepient's email address (and postfix drops such message). Please check
your users and verifu if all of them have email address and if in your
ticket correct address is given.
On Tue, Jul 31, 2012 at 11:44 AM, Nehmer Torben torben.neh...@cancom.dewrote:
Hello,
** **
I am using RT 4 on an Debian Stable using the backports builds. On
Saturday we updated the installation to 4.0.5-3~bpo60+1 in response to the
latest security advisory. Since then, we have intermittent problems in the
mail communication originating from the RT system. Most of the mails work
fine (perhaps 99%) but a few are rejected by Postfix with this error
message:
** **
postfix/sendmail[31546]: fatal: www-data(33): No recipient
addresses found in message header
** **
There have not been any configuration changes over the weekend except for
the RT upgrade off 4.0.5-1~bpo60+1.
** **
Upon setting the log level to Debug I had the following case just a few
minutes ago:
** **
A new mail got in over the Mail gateway from User h.s@domain, a user
already known to RT. The ticket got created correctly in the queue *
MwStFreigabe* in question. It had no owner and h.s@domain as requestor.
In addition, the queue has a.s@domain as AdminCC configured.
** **
Now RT fails to send both mails related to this ticket creation:
** **
First there is Scrip scrip 4, which is configured as “On Create, Notify
AdminCcs with Global Template Transaction during TransactionCreate”, there
is nothing user defined beyond this.
** **
The template Transaction is of Type Perl and looks like this:
** **
RT-Attach-Message: yes
** **
** **
{$Transaction-CreatedAsString}: Anfrage {$Ticket-id} wurde verändert.***
*
Transaktion: {$Transaction-Description}
Bereich: {$Ticket-QueueObj-Name}
Betreff: {$Transaction-Subject || $Ticket-Subject || (No subject
given)}
Besitzer: {$Ticket-OwnerObj-Name}
Klienten: {$Ticket-RequestorAddresses}
Status: {$Ticket-Status}
Priorität: {$Ticket-Priority}/{$Ticket-FinalPriority}
Ticket URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket-id}
** **
** **
{$Transaction-Content()}
** **
The mail doesn’t get sent with the error above. RT logs this (some
messages about skipped scripts skipped for brevity), the transaction in
question was the 964235 on Ticket 53293:
** **
[Tue Jul 31 08:47:07 2012] [debug]: Committing scrip #4 on txn #964235 of
ticket #53293 (/usr/share/request-tracker4/lib/RT/Scrips.pm:192)
[Tue Jul 31 08:47:07 2012] [debug]: Calling SetRecipientDigests for
transaction RT::Transaction=HASH(0x7fcf305d8918), id 964235
(/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:644)
[Tue Jul 31 08:47:07 2012] [debug]: Working on mailfield Cc; recipients
are (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:660)
[Tue Jul 31 08:47:07 2012] [debug]: Subject:
=?UTF-8?B?W013U3QgRnJlaWdhYmUgIzUzMjkzXSBjY2QgLSAxMjUzMDcwIC0gVW50ZXJu?=**
**
=?UTF-8?B?ZWhtZXJlaWdlbnNjaGFmdCBwcsO8ZmVu?=
From: The RT System itself via RT queue@domain
Reply-To: queue.rt@domain
In-Reply-To:
References: RT-Ticket-53293@domain
Message-ID: rt-4.0.5-31511-1343724427-334.53293-4-0@domain
Precedence: bulk
X-RT-Loop-Prevention: CANCOM Tickets
RT-Ticket: CANCOM Tickets #53293
Managed-by: RT 4.0.5 (http://www.bestpractical.com/rt/)
Bcc: a.s@domain
To: AdminCc of CANCOM Tickets Ticket #53293:;
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=utf-8
X-RT-Original-Encoding: utf-8
(/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:667)
[Tue Jul 31 08:47:07 2012] [debug]: Removing deferred recipients from Cc:
line (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:690)
[Tue Jul 31 08:47:07 2012] [debug]: Setting deferred recipients for
attribute creation
(/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:699)
[Tue Jul 31 08:47:07 2012] [debug]: Working on mailfield Bcc; recipients
are a.s@domain(/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:660)
[Tue Jul 31 08:47:07 2012] [debug]: Subject:
=?UTF-8?B?W013U3QgRnJlaWdhYmUgIzUzMjkzXSBjY2QgLSAxMjUzMDcwIC0gVW50ZXJu?=**
**
=?UTF-8?B?ZWhtZXJlaWdlbnNjaGFmdCBwcsO8ZmVu?=
From: The RT System itself via RT queue@domain
Reply-To: queue@domain
In-Reply-To:
References: RT-Ticket-53293@domain
Message-ID: rt-4.0.5-31511-1343724427-334.53293-4-0@domain
Precedence: bulk
X-RT-Loop-Prevention: CANCOM Tickets
RT-Ticket: CANCOM Tickets #53293
Managed-by: RT 4.0.5 (http://www.bestpractical.com/rt/)
Bcc: a.s@domain
To: AdminCc of CANCOM
Re: [rt-users] RT intermittently fails to send mails after recent Debian Update
Did any perl modules get updated as part of the upgrade?
What version of Email::Address is installed?
(perl -e 'use Email::Address; print $Email::Address::VERSION;')
On 7/31/12 6:51 AM, Jack Zabolotnyi wrote:
You missing recepient: as you can see in logs, rt is trying to send message
to To: AdminCc of CANCOM Tickets Ticket #53293:;, but there is no
recepient's email address (and postfix drops such message). Please check
your users and verifu if all of them have email address and if in your
ticket correct address is given.
On Tue, Jul 31, 2012 at 11:44 AM, Nehmer Torben torben.neh...@cancom.dewrote:
Hello,
** **
I am using RT 4 on an Debian Stable using the backports builds. On
Saturday we updated the installation to 4.0.5-3~bpo60+1 in response to the
latest security advisory. Since then, we have intermittent problems in the
mail communication originating from the RT system. Most of the mails work
fine (perhaps 99%) but a few are rejected by Postfix with this error
message:
** **
postfix/sendmail[31546]: fatal: www-data(33): No recipient
addresses found in message header
** **
There have not been any configuration changes over the weekend except for
the RT upgrade off 4.0.5-1~bpo60+1.
** **
Upon setting the log level to Debug I had the following case just a few
minutes ago:
** **
A new mail got in over the Mail gateway from User h.s@domain, a user
already known to RT. The ticket got created correctly in the queue *
MwStFreigabe* in question. It had no owner and h.s@domain as requestor.
In addition, the queue has a.s@domain as AdminCC configured.
** **
Now RT fails to send both mails related to this ticket creation:
** **
First there is Scrip scrip 4, which is configured as “On Create, Notify
AdminCcs with Global Template Transaction during TransactionCreate”, there
is nothing user defined beyond this.
** **
The template Transaction is of Type Perl and looks like this:
** **
RT-Attach-Message: yes
** **
** **
{$Transaction-CreatedAsString}: Anfrage {$Ticket-id} wurde verändert.***
*
Transaktion: {$Transaction-Description}
Bereich: {$Ticket-QueueObj-Name}
Betreff: {$Transaction-Subject || $Ticket-Subject || (No subject
given)}
Besitzer: {$Ticket-OwnerObj-Name}
Klienten: {$Ticket-RequestorAddresses}
Status: {$Ticket-Status}
Priorität: {$Ticket-Priority}/{$Ticket-FinalPriority}
Ticket URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket-id}
** **
** **
{$Transaction-Content()}
** **
The mail doesn’t get sent with the error above. RT logs this (some
messages about skipped scripts skipped for brevity), the transaction in
question was the 964235 on Ticket 53293:
** **
[Tue Jul 31 08:47:07 2012] [debug]: Committing scrip #4 on txn #964235 of
ticket #53293 (/usr/share/request-tracker4/lib/RT/Scrips.pm:192)
[Tue Jul 31 08:47:07 2012] [debug]: Calling SetRecipientDigests for
transaction RT::Transaction=HASH(0x7fcf305d8918), id 964235
(/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:644)
[Tue Jul 31 08:47:07 2012] [debug]: Working on mailfield Cc; recipients
are (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:660)
[Tue Jul 31 08:47:07 2012] [debug]: Subject:
=?UTF-8?B?W013U3QgRnJlaWdhYmUgIzUzMjkzXSBjY2QgLSAxMjUzMDcwIC0gVW50ZXJu?=**
**
=?UTF-8?B?ZWhtZXJlaWdlbnNjaGFmdCBwcsO8ZmVu?=
From: The RT System itself via RT queue@domain
Reply-To: queue.rt@domain
In-Reply-To:
References: RT-Ticket-53293@domain
Message-ID: rt-4.0.5-31511-1343724427-334.53293-4-0@domain
Precedence: bulk
X-RT-Loop-Prevention: CANCOM Tickets
RT-Ticket: CANCOM Tickets #53293
Managed-by: RT 4.0.5 (http://www.bestpractical.com/rt/)
Bcc: a.s@domain
To: AdminCc of CANCOM Tickets Ticket #53293:;
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=utf-8
X-RT-Original-Encoding: utf-8
(/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:667)
[Tue Jul 31 08:47:07 2012] [debug]: Removing deferred recipients from Cc:
line (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:690)
[Tue Jul 31 08:47:07 2012] [debug]: Setting deferred recipients for
attribute creation
(/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:699)
[Tue Jul 31 08:47:07 2012] [debug]: Working on mailfield Bcc; recipients
are a.s@domain(/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:660)
[Tue Jul 31 08:47:07 2012] [debug]: Subject:
=?UTF-8?B?W013U3QgRnJlaWdhYmUgIzUzMjkzXSBjY2QgLSAxMjUzMDcwIC0gVW50ZXJu?=**
**
=?UTF-8?B?ZWhtZXJlaWdlbnNjaGFmdCBwcsO8ZmVu?=
From: The RT System itself via RT queue@domain
Reply-To: queue@domain
In-Reply-To:
References: RT-Ticket-53293@domain
Message-ID: rt-4.0.5-31511-1343724427-334.53293-4-0@domain
Precedence: bulk
X-RT-Loop-Prevention: CANCOM Tickets
RT-Ticket: CANCOM
Re: [rt-users] How to automatically disable user account
You can also look at the ldap import plugin. It has some useful code to do something pretty close. Jok On Jul 30, 2012, at 10:59 PM, Kriegers Horst horst.krieg...@loro.ch wrote: Thanks for this start idea. Horst -Message d'origine- De : rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] De la part de Joachim Thuau Envoyé : lundi, 30. juillet 2012 17:20 À : 'ML - rt-users' Objet : Re: [rt-users] How to automatically disable user account This should get you started: ((objectClass=user)(!(objectClass=computer))(mail=*)(!(userAccountContr ol:1.2.840.113556.1.4.803:=2))) That is: * users, not computers, which are mail enabled, and which don't have the bit in userAccountControl set for disabled account. From there, you can write a perl script that go over every user in your RT db, and checks them against this filter via LDAP and updates the users that are disabled in AD... Thanks, Jok -- | Joachim Thuau | IT Systems Engineer - Linux / SpaceX | From: Kriegers Horst horst.krieg...@loro.chmailto:horst.krieg...@loro.ch Date: Monday, July 30, 2012 2:48 AM To: 'ML - rt-users' rt-users@lists.bestpractical.commailto:rt- us...@lists.bestpractical.com Subject: [rt-users] How to automatically disable user account Hi all, Based on AD user properties “userAccountControl” , I need to automatically disable RT users (similar to unchecking the checkbox Let User Access RT in the rt web UI). It is possible to do this ? With a Perl script ? Thanks for your help. Horst Note Importante: Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way. Note Importante: Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way.
[rt-users] custom field not visible in mobile version
Hi all, I create two custom fields in my RT configuration linked to a queue, but in the mobile version I don't see them when I create a ticket for that queue, is it by design? Thanks Francesca Del Corso
Re: [rt-users] How to automatically disable user account
On Mon, Jul 30, 2012 at 1:48 PM, Kriegers Horst horst.krieg...@loro.ch wrote: Hi all, Based on AD user properties “userAccountControl” , I need to automatically disable RT users (similar to unchecking the checkbox Let User Access RT in the rt web UI). It is possible to do this ? With a Perl script ? In case you're using ExternalAuth then it has d_filter option to put mentioned filters. Thanks for your help. Horst Note Importante: Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way. -- Best regards, Ruslan.
Re: [rt-users] RT intermittently fails to send mails after recent Debian Update
On 07/31/2012 02:44 AM, Nehmer Torben wrote: [Tue Jul 31 08:47:07 2012] [crit]: rt-4.0.5-31511-1343724427-334.53293-4-0@CANCOM: Could not send mail with command `/usr/sbin/sendmail -oi -t`: rt-4.0.5-31511-1343724427-334.53293-4-0@CANCOM: `/usr/sbin/sendmail -oi -t` exited with code 75 at /usr/share/request-tracker4/lib/RT/Interface/Email.pm line 466. (/usr/share/request-tracker4/lib/RT/Interface/Email.pm:470) Please send your Apache config for RT. Based on the error above, it may be you're using the wrong mod_perl handler.
Re: [rt-users] RT intermittently fails to send mails after recent Debian Update
On 07/31/2012 03:51 AM, Jack Zabolotnyi wrote: You missing recepient: as you can see in logs, rt is trying to send message to To: AdminCc of CANCOM Tickets Ticket #53293:;, but there is no recepient's email address (and postfix drops such message). Please check your users and verifu if all of them have email address and if in your ticket correct address is given. I suspect the postfix error is misleading (i.e. NO message headers were found, not just no recipients). The To: header is just RT's UseFriendlyToLine option. The real AdminCc recipients are in the Bcc: header, as normal.
[rt-users] Missing icon
Hi, After installing JSGantt plugin (not sure if there's any relationship though) there's something missing in the ticket's page (//mydomain/rt/Ticket/Display.html?id=nn) The link this icon is pointing is //mydomain/rt/Helpers/Toggle/TicketBookmark?id=nn If clicking in the missing icon, a stared icon appears, as shown in the screenshot. If I click again into the yellow star, it simply dissapears. Any clues? Thanks! -- jm attachment: 2012-07-31_180522_.pngattachment: 2012-07-31_181152_.png
Re: [rt-users] Ticket level permissions
On Mon, Jul 23, 2012 at 03:00:13PM +0530, Rajesh Kumar wrote: On Friday 20 July 2012 08:45 PM, Kevin Falcone wrote: On Fri, Jul 20, 2012 at 01:14:53PM +0530, Rajesh Kumar wrote: Hi All, I'm new to RT and trying to make it work in following manner - 1. There should be only one queue called 'Support'. This is because we have too many clients and is a management call... 2. Multiple clients using same queue to create tickets. 3. No client should be able to access another client's tickets. Example - Client A should not be able to access client B's tickets. And this is what I've done so far - 1. Add a custom field 'Client' at user level. 2. Create a group for each 'Client' and add all users belonging to the client to their respective group. 3. OnCreate scrip to add the group as 'Cc' to the ticket and grant 'ShowTicket' to the 'Cc' role. This results in - 1. User belonging to group A cannot see tickets raised by any user of group B on the 'Open tickets' page. So the segregation works here. 2. But if a user of group A searches for a ticket (by ticket number) he gets to see all the ticket details hence defeating restriction we needed in place. You've granted ShowTicket too widely, check your ACL configurations. Especially for Everyone and Unprivileged groups. Thanks for your response. I've double checked and there are no rights granted to Everyone and Unprivileged groups. The user defined groups only have CreateTicket and SeeQueue rights. I'm using version 4.0.5. Please let me know if there is something else I'm missing. If users can see the tickets, then they've picked up ShowTicket from somewhere. It may be time for you to poke in the ACL table and see where ShowTicket has been handed out. -kevin pgpoPvlsXVCEH.pgp Description: PGP signature
Re: [rt-users] Adding additional WHOIS searches to RT - Nominet
On Mon, Jul 23, 2012 at 10:56:59AM +0100, Alex Young wrote:
My RT_SiteConfig.pm:
Set($whois, {
6 = {
Host= whois.nic.uk,
FriendlyName = Nominet,
},
1 = {
Host= whois.iana.org,
FriendlyName = IANA,
},
5 = {
Host= whois.ripe.net,
FriendlyName = RIPE,
},
2 = {
Host= whois.internic.net,
FriendlyName = INTERNIC,
},
3 = {
Host= whois.arin.net,
FriendlyName = ARIN,
},
} );
The system configuration page is showing the above items under site config.
It is also showing as RTIR Core config, but without my additional whois
server.
When it says RTIR Core config that means that RT is choosing the
settings from RTIR_Config.pm rather than your override in
RT_SiteConfig.pm. This is why it doesn't know to run against your
preferred server.
I don't think you mentioned your RT/RTIR versions which makes it hard
to point at the relevant line in the README about the config values.
-kevin
-Original Message-
From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of
Ruslan Zakirov
Sent: 25 June 2012 23:13
To: Alex Young
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Adding additional WHOIS searches to RT - Nominet
On Mon, Jun 25, 2012 at 8:35 PM, Alex Young alexyo...@housingpartners.co.uk
wrote:
Is it possible to add additional WHOIS server providers into RT/RTIR?
None of the included ones will resolve .uk domains, and as most of our
domains we deal with are .uk it's not hugely useful.
Nominet is the ccTLD for .uk domains and they run a normal whois
service on port 43. Tried just adding new address and details within
the RTIR config, but it doesn't seem to work.
Any ideas how to get this working with their WHOIS server?
It should work just fine with regular whois servers. How does config look
like? Have you checked system configuration page make sure config changes are
active?
pgpREeb9GeJeM.pgp
Description: PGP signature
Re: [rt-users] RT config files different instances
On Sat, Jul 21, 2012 at 04:47:13PM +0100, Richard McMahon wrote: OK, I will aim to use compatible RT API libraries. I can host more than one version on the remote client if required. It would be useful to be able to determine the version of RT running on the client and server via the API. I can use REST to determine the version of the RT on the remote version: e.g. http:///REST/1.0 returns RT/3.8.HEAD 401 Credentials required Is there a way to access/report the RT version library verion from within Perl. In Python I would use something like: print 'matplotlib.__version__: ', matplotlib.__version__ I'm running a dev version, but this gives you the idea: $ perl -Ilib -MRT -le 'print $RT::VERSION' 4.0.6-249-g8dbb7c5 -kevin pgpGHtpp2Xzi3.pgp Description: PGP signature
Re: [rt-users] RTFM problem deleting article / CurrentUserCanSee Unimplemented
On Wed, Jul 25, 2012 at 01:30:30PM +0200, Gunnar Gorges wrote: I encountered a problem with RTFM today: I am not able to delete any article without RT throwing an error message An internal RT error has occurred. The logfile shows this: [error]: RT::FM::Article::CurrentUserCanSee Unimplemented in RT::Transaction. (/usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm line 1035) (/usr/share/request-tracker3.8/lib/RT/Interface/Web/Handler.pm:233) Has anyone seen this before and can point me to the direction how to fix it? It appeared first time after the latest security update. I am using RT 3.8.8 and RTFM 2.4.2 on Debian Squeeze. Since you're running 3.8.8 from Debian, it has a number of security fixes. The recently announced updates to RTFM include a fix to account for these security fixes. I believe Dom was looking for folks to test updated RTFM packages, but I don't have a URL handy because I'm offline. -kevin pgpcENQGwr4rK.pgp Description: PGP signature
Re: [rt-users] Linking Articles to Tickets fails for other users
On Tue, Jul 24, 2012 at 05:15:13PM +0200, Jens Danneschewski wrote: when linking an article to a ticket, everything works for the person doing the linking. If someone else tries to open the ticket he gets the following error message: Can't call method Id on an undefined value at /usr/share/request-tracker4/lib/RT/URI/fsck_com_article.pm line 135. Things we tried: - Checking the URI o This turned out be wrong, as the OrganizationName was incorrect. o Corrected it o The URI now looks legit, but still the problem persists - Debug log o Nothing turns up in the debug-log This is it, I can provide more information if someone points me to it... This either means that RT still doesn't think that the Link matches: fsck.com-article://$Organization/article/ and is failing to load or you've got a really weird permissions error going on. Can other users load the article and see the links back to Tickets? -kevin pgpj0HSxSvx77.pgp Description: PGP signature
Re: [rt-users] Charset for logs
On Mon, Jul 23, 2012 at 09:36:27AM +0200, Ole Jon Bjørkum wrote: RT is installed from the Ubuntu repository, and the installation seems to log to /var/log/syslog and /var/log/apache2/error.log. However, I just discovered that it is only the Apache log that has charset problems. The syslog shows all characters correctly. Also, the Apache log logs in GMT while the syslog logs in the correct timezone, but I guess that is how it's supposed to be. RT prints logs in GMT, when those pass through syslog, syslog will add an additional timestamp. Apache however keeps the RT timestamps. Is it just RT's messages in the apache logs that are corrupt, or is something as simple as a request to /Test/latin1pagename.html corrupted in the access/error log? RT should be pushing out UTF-8 but I'm not sure if RT is doing something wrong or if apache is corrupting it. I'm not quite sure what you mean by raw subject line. This is what shows up in Outlooks internet headers: Alle nye og ?pne saker This is how the subject line looks in Outlook: Alle nye og **pne saker jeg eier The question mark should be the character aa, so the word should be aapne The message body uses the correct charset (I can see that UTF-8 is specified in the HTML). I mean the raw on-disk header. Subject: lines are encoded if they contain UTF-8, so something like this: Subject: =?UTF-8?B?4pyIVEhSRUUgQ29vbCBEZWFscyBGcm9tIEFtZXJpY2FuIEFpcmxpbmVz?= If you have an email that is consistently corrupted when passing through RT, if you can capture a raw version of the email (so not the .msg file from Outlook, but something caught further upstream, before it gets to rt-mailgate preferably) please zip it up and send it into the RT bug tracker, along with your System Configuration page which contains a ton of information such as perl module versions, some of which are known-bad. -kevin Date: Fri, 20 Jul 2012 08:17:45 -0700 From: falc...@bestpractical.com To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Charset for logs On Fri, Jul 20, 2012 at 09:24:22AM +0200, Ole Jon Bjo/rkum wrote: Ever since we started to use RT (before 3.8.7, now 4.0.4), it doesn't seem to use the correct charset for logging. All norwegian characters (aeo/aa) becomes: **. I can see this because we have scrips that contain norwegian characters, and every time a scrip is launched, it is logged to the Apache log. How are you logging, Syslog, Screen, File? RT has several different ways to log and it's impossible to test without knowing. Today I also noticed that if I subscribe to a dashboard with norwegian characters in its name, the subject of the email sent out also have this problem (** instead of ae, o/ or aa). The email body however, has the correct charset. There is no charset problems in the web UI. How can this be fixed? Please provide a raw Subject: line so we can see what's going on. pgpKoQYzykEi5.pgp Description: PGP signature
Re: [rt-users] Looping of RT bounce
On Wed, Jul 25, 2012 at 03:48:53PM +0200, Michele Pinassi wrote: Hi all, sometimes happens that my RT system start sending a lot of RT Bounces. On rt.log i got: [Wed Jul 25 13:44:56 2012] [crit]: RT Received mail (20120725134439.cf23f1...@tickets.unisi.it ) from itself. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1796) [Wed Jul 25 13:44:56 2012] [crit]: RT thinks this message may be a bounce (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:245) [Wed Jul 25 13:44:56 2012] [error]: Could not record email: Message Bounced (/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75) on mail.log (i use postfix) i have: Jul 25 15:44:37 tickets postfix/qmgr[31774]: 63F161EDA: from=, size=175692, nrcpt=1 (queue active) Jul 25 15:44:39 tickets postfix/local[31789]: 63F161EDA: to=central...@.unisi.it, relay=local, delay=2.6, delays=0.09/0/0/2.5, dsn=2.0.0, status=sent (delivered to command: /opt/rt4/bin/rt-mailgate --queue Centralino --action correspond --url https://.unisi.it/) Jul 25 15:44:39 tickets postfix/qmgr[31774]: 63F161EDA: removed in infinite loop that flood our mail system. I can't tell from your logs, but do you have $OwnerEmail set up to redirect to an RT address? That's against the docs. Something has tricked RT into sending mail to itself (see the first log) and you should figure out how that happened and make sure RT has a correct OwnerEmail and RTAddressRegexp setting if needed. -kevin pgp6VlHKxlf0O.pgp Description: PGP signature
Re: [rt-users] How to find which queues a user can post to, using the cli or the db
On Fri, Jul 27, 2012 at 11:50:02AM +0200, Andreas Davour wrote: I have searched the wiki and the mailing list archive and not found any hints. What I'd like to do is create a list of active users, then go over that list or users, showing each and every queue that specific user have rights to post on. I know how to do it in the GUI, but then I get a lot more information which I don't need, and I'd like to get the data in a way that I could pipe it for further processing on the command line. Pointers to the documentation appreciated. I have looked around in the db and can't figure out how to tie the data about queue id and user id together. The easiest code (although it's a bit complex because of the caching) is all the checking in Elements/SelectQueue - it loads up an RT::Queue with the appropriate CurrentUser and then calls CurrentUserHasRight - there are some other methods like Users' WhoHaveRight that might be interesting. Doing this by hand in the DB is likely to be really complex unless you understand all the relationships. The generated SQL is often quite hairy. -kevin pgpDQQgcPM4Kb.pgp Description: PGP signature
Re: [rt-users] SelfService link and/or search result in privileged interface?
On Sat, Jul 21, 2012 at 12:11:16AM +, Joachim Thuau wrote: Requestor.Name = 'MyLoginHere' And the yielded all the tickets for which I am a requestor (which is a good start). Now, because I want the query to be user specific, and looking at the queries for the last XX tickets I own, there is something along the line of Requestor.Name = '__CurrentUser__' as a query, which I would be able to add to the default page for RT. For some reason, the QueryBuilder never returns anything, unless I explicitly put a username in there. How does the magic work for the other system queries? Are there ways around this? I'm a little bit at a loss as to where to go from here. You want Requestor.id = '__CurrentUser__' -kevin pgpqfkBp6fw5A.pgp Description: PGP signature
Re: [rt-users] Error in RT after a rebuild
On Mon, Jul 23, 2012 at 03:18:31PM -0400, Mike Coakley wrote: I'm also getting the following error on the ticket display page with any ticket that has transactions in which the ObjectCustomFieldValues table is missing data: Can't call method new on an undefined value at /opt/rt4/sbin/../lib/RT/ObjectCustomFieldValue.pm line 304 Any ideas on how I can proceed? Is your goal to backfill those OCFV records or to stop RT from throwing errors when your database has bad references? If you turn on LogStackTraces in the config, you should get stacktraces of the code patch that got to this error which will show where you can insert some extra checks to guard against the missing chunks of the database. -kevin pgpwfBkVXeEeQ.pgp Description: PGP signature
Re: [rt-users] RT 3.8.4. How to switch SenderName from RealName to QueueName
On Mon, Jul 23, 2012 at 12:59:08AM -0700, Miroslav Horvath wrote:
With RT 3.8.4 we want to setup the SenderName within emails that there will
be only QueueName.
Within config, $UseFriendlyFromLine is set to 1.
When users send an email to RT, then they receive auto-reply email, where
the FROM is: QueueName via RT
But when someone replies from ticket, or resolves the ticket, there is his
name, Real Name via RT .
We need to have in all cases QueueName via RT , instead of Real Name via
RT.
What needs to be setup that Real Names will not be mentioned in FROM emails,
and only QueueName
The easiest solution (ie. no code changes to RT) is to change your
Correspondence template to have something like:
From: { $self-TicketObj-QueueObj-Name } via RT {
$self-TicketObj-QueueObj-CorrespondAddress ||
RT-Config-Get('CorrespondAddress') }
Completely untested, so please try on a dev system. The idea is that
you're going to generate the From: line for RT rather than letting RT
autogenerate it. You can read more about templates in templates.pod
under /opt/rt4/docs/
-kevin
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Re: [rt-users] Custom Field Attachments to Templates
I decided to revisit this idea of including custom field photos in the resolved email response. I think I am close to a solution but I am getting hung up on some formatting. I am able to retrieve the blob data for the LargeContent field and then base64 encode it. From there I am putting it in to an html email and then using an img tag like this: img src=data:image/jpg;base64, encode_base64($customFieldValue-LargeContent, '') The email arrives html formatted but the problem is that there seem to be newline characters inserted in the base64 encoded blob. The encoded data seems to be in groups of 989 characters before a new line. I have tried numerous ways to remove the newlines, but none have worked. I am thinking that this might have something to do with the Text::Template module? If I remove the extra whitespace from the email and then save it as html, the photos will display correctly. Any ideas? an example of what I am seeing in the html source: img src=data:image/jpg;base64,_9j_4T_-RXhpZgAASUkqAAgMAA4BAgAgXAUAAA8BAgAYfAUAABABAgARlAUAABIBAwABAQAAABoBBQABKAUAABsBBQABMAUAACgBAwABAgAAADEBAgAgpgUAADIBAgAUSAUAABMCAwABAgAAAGmHBAABngAAAKXEBwAUAgAAyAUAACQCAAAgAJqCBQABqAgAAJ2CBQAB0AgAACKIAwABAgAAACeIAwABZACQBwAEMDIyMQOQAgAUfQgAAASQAgAUkQgAAAGRBwAEAQIDAASSCgABsAgAAAWSBQABuAgAAAeSAwABBQiSA wABAAmSAwABGQqSBQAByAgAAHySBwBcHgAAJAkAAIaSBwB9AAgAAACgBwAEMDEwMAGgAwABAQKgBAABQAYAAAOgBAABsAQAAAWgBAABcgIAAACjBwABAwGkAwABAAKkAwABAAOkAwABAASkBQAB5AgAAAWkAwABJAakAwABAAekAwABAQikAwABAAmkAwABAAqkAwABAAAGAAMBAwABBgAAABoBBQAB_AgAABsBBQABBAkAACgBAwABAgECBAABlCcAAAICBAAB6hYCAAEAAgAEUjk4AAIABwAEMDEwMADcBwcaByM0AAARAYAAgQD0AAgAQEAAAP8P_w_PALr_9v_n_78A2P8DAMz_rwAAAKAnAAIAAAEAAQABAAEAAAgAAQAIBgADAAMABgACAABkAwABAAACLwUAAQALAAUAJAQkBBIEAACu_sD-hf4AALUKUA4MAQ On Wednesday, February 15, 2012, Kevin Falcone wrote: On Wed, Feb 15, 2012 at 11:08:09AM -0500, Jeff Ehrenberg wrote: Thanks for the reply Kevin. I am not a developer so I am not sure I really understand your answer or where to begin looking. Any additional information on this would be great. Any solution is going to require significant new code. You can view the code I referenced in the 4.2/attach-from-transactions branch, which isn't quite ready for merging into master and as I mentioned before, won't show up in a core release until 4.2 (assuming it's completed). -kevin On Friday, February 10, 2012, Kevin Falcone [1] falc...@bestpractical.com javascript:; wrote: On Fri, Feb 10, 2012 at 08:31:49AM -0500, Jeff Ehrenberg wrote: I am wondering if it is possible to attach files that have been uploaded to custom fields to an email response. We have an upload multiple images field and an upload multiple files field that are used on most tickets. I would like to be able to include the photos and pdfs in the resolved email that gets sent to the requestor. I know that the blobs are stored in the LargeContent field, but can't figure out how to get them in to the template as attachments. Anyone know if this is possible? Unfortunately - you can't do this easily. You'd need to write your own subclass of the Notify actions. There is code on a branch off of the master branch which simplifies some of these code paths, but that won't be in a core release until 4.2.
Re: [rt-users] Limit Owner dropdown to only privileged users
On Tue, Jul 24, 2012 at 06:57:48AM -0700, Alex Dyas wrote: The dropdown we see for selecting the owner of a ticket is currently populated with all the users of the system, including unprivileged users who have been auto created by emailing the system. How do I limit the dropdown to only include privileged users? Look for OwnTicket having been granted to Unprivileged or Everyone, possibly at the Queue level rather than Globally. Alternatively, how do I prevent auto creation of unprivileged users? I don't really see the point of users being created automatically when people email in. You can't. RT relies on those users to point to the Requestors/Ccs of tickets. -kevin pgpsUWDV0bTcQ.pgp Description: PGP signature
Re: [rt-users] RT 4.0.6 still not receiving incoming tickets via email
On Mon, Jul 30, 2012 at 09:31:24PM +0100, Hesan D Yousif wrote: I have had problems with incoming tickets not being received into RT and mail delivery delays and failures occurring. I have checked MX records and traced the route to the server from the DNS -and all seems fine and correct. My scenario is: RT server sits on domain X Postfix ESMTP with authentication Emails sent from domain Y into RT on domain X Emails sent from RT handled by Google Emails sent into RT also handled by Google. Could anyone shed some light please? Without logs, we'd just be guessing. Figure out where the mail stops and post logs from that server. -kevin pgpAgWjUGgoEG.pgp Description: PGP signature
Re: [rt-users] Steal ticket using REST interface
On Mon, Jul 30, 2012 at 02:37:41PM -0700, James Marcinik wrote: Well, I don't see this on the wiki and Google is not turning anything up, so I am hoping to get some answers here. I have a basic REST client working to get tickets, add comments, etc. In order to publicly reply to a ticket, I need to steal it first. I saw in the 3.6.0 release notes from 2006 that this functionality should be available, but the wiki doesn't really say how. Here is what doesn't work so far: Issue a basic request to /REST/1.0/ticket/[ticketnumber]/steal Issue request to /REST/1.0/ticket/[ticketnumber]/steal and set content variable with id: [ticketnumber] Action: steal (yes, each key/value on a seperate line) Issue request to /REST/1.0/ticket/[ticketnumber]/comment and set content variable with id: [ticketnumber] Action: steal Issue request to /REST/1.0/ticket/[ticketnumber]/edit and set content variable with owner: [username] I know I am missing some obvious, any help? The tests steal, t/web/command_line.t and bin/rt help steal has docs. I suggest running with RTDEBUG=3 bin/rt steal 7 and seeing what it sends. -kevin pgpKD1k2fSgxF.pgp Description: PGP signature
Re: [rt-users] Reporting SPAM From Within RT
On Tue, Jul 31, 2012 at 11:30:55AM +1000, h...@redhat.com wrote: On 07/31/2012 03:49 AM, Tim Gustafson wrote: Hi, One problem that I have fairly regularly is that SPAM makes its way into my RT tickets. I run SpamAssassin on my RT box, so I was thinking that it should be easy-ish to connect RT to SpamAssassin's Bayesian learner to help weed these messages out in the future. I came across RT::Extension::ReportSpam but it seems that it is written for 3.6. Does anyone have that module working in 4.x? Does it integrate with SpamAssassin, or does it handle SPAM some otherway? Hi I updated the ReportSpam extension for RT 4.0 and did a pull request in github, but didn't get reply from the author. https://github.com/bestpractical/rt-extension-reportspam/pulls Unfortunately, your patches remove 3.8 compatibility. I'll note that on the pull request. -kevin pgpzOqVofhDn3.pgp Description: PGP signature
Re: [rt-users] Missing icon
On Tue, Jul 31, 2012 at 06:15:24PM +0200, Jose M Vidal wrote: Hi, After installing JSGantt plugin (not sure if there's any relationship though) there's something missing in the ticket's page (//mydomain/rt/Ticket/Display.html?id=nn) The link this icon is pointing is //mydomain/rt/Helpers/Toggle/TicketBookmark?id=nn You can temporarily take JSGantt out of the @Plugins list to see if it makes things better. If clicking in the missing icon, a stared icon appears, as shown in the screenshot. If I click again into the yellow star, it simply dissapears. What's your apache access / error logs for the image request? -kevin pgpUQgK5hCRqB.pgp Description: PGP signature
Re: [rt-users] Missing icon
I disabled JSGantt and same problem. No special error logs in /var/log/apache2/error.log :( -- jm
