Re: [rt-users] E-mails not updating History?
MArio, I may be wrong, but I believe a user can set up what they want to see in the History with settings. The default is set in the RT_SiteConfig.pm file. You might want to see what your default is. Kenn On Wed, Aug 1, 2012 at 11:13 AM, Mayk Backus bac...@nlcom.nl wrote: Hello Mario, Check the permissions of the users (or groups) involved on the queues. My experience is to take a piece of paper and draw out a matrix for the permission structure.. Regards Mayk *From*: Mario DiNatale [mailto:mdinat...@hamdenpd.com] *Sent*: Wednesday, August 01, 2012 08:07 PM *To*: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com *Subject*: Re: [rt-users] E-mails not updating History? Sorry to bother you guys again, but it actually Appears that this issue is simpler than it initially appeared! The messages ARE making into the comment history, however Neither the poster nor the responder can see it, however When logged in as root, I can see the full history of the messages… Does anyone know how I would go about fixing it so that everyone Involved in a ticket can see the full comment history? -m ** ** *From:* Mario DiNatale *Sent:* Wednesday, August 01, 2012 12:23 PM *To:* 'rt-users@lists.bestpractical.com' *Subject:* E-mails not updating History? ** ** Finishing up my virgin RT install today, spent yesterday configuring fetchmail and exchange to play nice… However I’m running into a strange issue that I’m hoping you gentleman can help me out with. When a user opens a ticket and comments on it, emails are sent. When another user uses the web-ui to make a comment, emails are sent and the comment shows up in the ticket history. However, if a user reply’s to a ticket email, the comment is received via email to all the users requested, however the comment history is never updated in the ticket itself, it seems to disappear off into the void? Best guess I have is that it has something to do with fetchmail not dropping it into an appropriate queue, so I’m attatching my fetchmailrc below and the results of a manual fetchmail run. -- *fetchmail run w/ 2 fake messages:* # fetchmail -f /etc/rt3/fetchmailrc fetchmail: No mail for rt at hpd-exc1 2 messages for rt-comment at hpd-exc1 (3886 octets). reading message rt-comment@hpd-exc1.hamdenps.local:1 of 2 (2092 octets) flushed reading message rt-comment@hpd-exc1.hamdenps.local:2 of 2 (1794 octets) flushed -- *fetchmailrc: *poll hpd-exc1 proto pop3: auth password username rt password ** mda /usr/local/bin/rt-mailgate --url http://tickets.hamdenps.local--queue I.T --action correspond username rt-comment password *** mda /usr/local/bin/rt-mailgate --url http://tickets.hamdenps.local--queue I.T --action comment ** ** nokeep ssl sslfingerprint E4:27:FC:15:3E:97:FD:37:00:D9:D2:D9:AF:01:64:4E* * -- Any thoughts or suggestions would be most appreciated gentlemen. Thanks again, -m ** ** Mario DiNatale *Information Technology Manager* 2900 Dixwell Avenue Tel: 203-407-3187 Hamden, CT 06518 Fax: 203-230-4097 www.hamden.com ** ** * -BEGIN PGP PUBLIC KEY CRYTPO BLOCK-* mQENBE66pkIBCACXZ3ltfLhx2JXg5NCkP2frIWTYTmmQEXXVHjA9gZGSs1YKVO2d RjhpMSICBmYcx5drxDurDaHId0J8+ZomCZhaLgEU7SsLKJCB6qhu47YzoKNuQe/N Yu4pLec6zYfQGpTgeAIOKxkZpHrVT+zaWyUCUnSK685+iVP3a/pt/OlO355wHH9b YHYElp+FWkLOetV0o6wPRbjpqBLIE6sL0alGnHOM23nn8truk4bPjdDB3/q1SpUT CBHPT8at2FAqKwz8fNVdihusVjDln7gGRwecp2RY2yfmT+FA82aYr0pendYMJaUW MN24l6SHzKmKcDwPV8oCXPqSr56dH0OcaKXRABEBAAG0Ik1hcmlvIERpTmF0YWxl IDxtYXJpb2dkQGdtYWlsLmNvbT6JATgEEwECACIFAk66pkICGw8GCwkIBwMCBhUI AgkKCwQWAgMBAh4BAheAAAoJEHiKyXG4XFzjocAH/3F3+39v/rADiulBxdy6Zn4F S0yfbsM2WXxj1m+L1lRfM06Se920xh9G/PQGkd0QiQRMiawnr1voKkKkV2rqH4wJ r116Ff8kwFGFozVbc4kXokA21Ua694/FNmxUfD2eVCNJVfbIl1jdSRU0A6Fy4UgW djesrHYsb1qwqD75ZbVHAmTT+o+AKIhIKr135AE6aG0Qh2rO4bRSOYZE1BfGJ0fV DjM6rMHgTmdxKizPM3eynkrXwcgGYRyl6Bn661FAoyBwhSMmjG9tMNNwZYnFvoxW e15jUPH0k9TmY3+0Yqs/1PMLuNIGQ8GecIBs2y6a6uU6Pwmaes/rAulmVIQkd54= =YGdf * -END PGP PUBLIC KEY CRYTPO BLOCK-* ** **
[rt-users] Extracting an article
Hello, When i tried to extract an article and get to the page where I should choose which field or transaction to use for the article, there´s only - a dash within the dropdown menu. Have I missed something? I followed the docs from docs/customizing/articles_introduction.pod You can extract the body of a ticket into an article. Within RT, you should now see an Extract to article button in the upper right hand corner of RT's UI when working with tickets. When you click that button, RT will ask you which Class to create your new article in. Once you click on a class name, the Ticket's transactions will be displayed, along with a set of select boxes. For each transaction, you can pick which Custom Field that transaction should be extracted to. Med Vänliga Hälsningar/Best Regards Martin Petersson *: Office +46 (0)522 98028 *: Fax +46 (0)70 25 79 453 *: www.uanet.sehttp://www.uanet.se/ Gustaf Mattssons Väg 2 451 50 Uddevalla Orgnr: 556702-4095 Styrelsens säte: Uddevalla P Please consider the environment before printing this e-mail.
[rt-users] A/s Upgrade request tracker from version 3.8.10 to the last version (4.0.6)
Hello, I have installed the version 3.8.10 of request tracker. I hope to get the procedure to upgrade to the version 4.0.6 Thanks for your help Marius SAH
Re: [rt-users] Extracting an article
Hi Martin, since you are talking about RTFM for RT 4.0.x I am not sure my comment applies since I only have experience with RTFM and RT 3.8.8… It might help if you posted your versions anyway. However: I encountered the same problem some time ago until I was told that classes should match your actual queues (e.g. queue-names). That did the trick for me. Of course you also need to asign at least now custom-field to that class (classes - basics - include custom field X). Hope that helps, best wishes Gunnar Hello, When i tried to extract an article and get to the page where I should choose which field or transaction to use for the article, there´s only “–“ a dash within the dropdown menu. Have I missed something? I followed the docs from docs/customizing/articles_introduction.pod “You can extract the body of a ticket into an article. Within RT, you should now see an Extract to article button in the upper right hand corner of RT's UI when working with tickets. When you click that button, RT will ask you which Class to create your new article in. Once you click on a class name, the Ticket's transactions will be displayed, along with a set of select boxes. For each transaction, you can pick which Custom Field that transaction should be extracted to.” Med Vänliga Hälsningar/Best Regards Martin Petersson (: Office +46 (0)522 98028 (: Fax +46 (0)70 25 79 453 :: www.uanet.se Gustaf Mattssons Väg 2 451 50 Uddevalla Orgnr: 556702-4095 Styrelsens säte: Uddevalla P Please consider the environment before printing this e-mail.
Re: [rt-users] RTFM problem deleting article / CurrentUserCanSee Unimplemented
Hi Dominic, I just was able to test the updated packages of RTFM (2.4.4) and ExternalAuth (1.1.1). Both work fine. The problem I described below with RTFM is gone. If you need more testing and/or more information just let me know! Thanks and best wishes Gunnar On Tue, Jul 31, 2012 at 12:29:08PM -0400, Kevin Falcone wrote: 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. The URL is http://lists.alioth.debian.org/pipermail/pkg-request-tracker-maintainers/2012-July/003280.html I've just got back from a few days away so I'll probably try and push this out one way or another over the weekend. Testing before then would be very welcome. -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford
Re: [rt-users] 4.0.4 - 4.0.5 upgrade best practice?
Very good, and is it recommended to go 4.0.4 to 4.0.6, or should users go 4.0.4 to 4.0.5 to 4.0.6? -m -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Wednesday, August 01, 2012 4:25 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] 4.0.4 - 4.0.5 upgrade best practice? On 08/01/2012 12:47 PM, Mario DiNatale wrote: Is there a best practice upgrade guide anywhere? I’m updating all my cpan modules right now, and Would like to upgrade to take advantage of the new Bug fixes, but the site documentation seems a little thin? We write detailed upgrading documentation for each version and ship it with RT. You should read the README and docs/UPGRADING-4.0. (Note that there are other upgrading files you'd read as well if you were coming up from an older version like 3.8.) Additionally, we outline the upgrade process in a blog post: http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html
[rt-users] fresh install of RT-4.0.6 which JSON to use
Hi all, I am building a new install of RT-4.0.6 while going through the perl modules needed I get a choice when selecting a version of JSON. here is the message from the command perl -MCPAN -e 'install JSON' CPAN.pm: Going to build M/MA/MAKAMAKA/JSON-2.53.tar.gz Welcome to JSON (v.2.53) = If you install JSON::XS v.2.27, it makes JSON faster. ** CAUTION ** * This is 'JSON version 2' and there are many differences * * to version 1.xx * * Please check your applications useing old version.* * See to 'INCOMPATIBLE CHANGES TO OLD VERSION' and 'TIPS' * * Do you want to install JSON::XS?(Y/n) [Y] - My question is should I take the new version JSON::XS as offered? -- Oliver Nash CSSG Computer Science UCC -
Re: [rt-users] RTFM problem deleting article / CurrentUserCanSee Unimplemented
On Thu, Aug 02, 2012 at 02:19:44PM +0200, Gunnar Gorges wrote: Hi Dominic, I just was able to test the updated packages of RTFM (2.4.4) and ExternalAuth (1.1.1). Both work fine. The problem I described below with RTFM is gone. If you need more testing and/or more information just let me know! Hi Gunnar, I should possibly have included more information when pointing at message aimed originally at people familiar with the Debian package development cycle. There's no 2.4.4 package targetted at Debian stable; I was after feedback on the Debian packages in our git repository[1]. http://anonscm.debian.org/gitweb/?p=pkg-request-tracker/rt-rtfm.git;a=shortlog;h=refs/heads/squeeze Can you clarify how you installed RTFM 2.4.4 (and how you had previously installed 2.4.2)? It's useful feedback in any case. Thanks, Dominic. -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford signature.asc Description: Digital signature
[rt-users] default format of quick search
Is there somewhere to change the default format of the quick search for all users?
Re: [rt-users] 4.0.4 - 4.0.5 upgrade best practice?
On 08/02/2012 05:26 AM, Mario DiNatale wrote: Very good, and is it recommended to go 4.0.4 to 4.0.6, or should users go 4.0.4 to 4.0.5 to 4.0.6? Going through an intermediate version is not necessary or generally recommended.
Re: [rt-users] RTFM problem deleting article / CurrentUserCanSee Unimplemented
I should possibly have included more information when pointing at message aimed originally at people familiar with the Debian package development cycle. There's no 2.4.4 package targetted at Debian stable; I was after feedback on the Debian packages in our git repository[1]. http://anonscm.debian.org/gitweb/?p=pkg-request-tracker/rt-rtfm.git;a=shortlog;h=refs/heads/squeeze Can you clarify how you installed RTFM 2.4.4 (and how you had previously installed 2.4.2)? It's useful feedback in any case. Well, I simply purged the RTFM 2.4.2 package (which was installed through the Debian package system) and installed 2.4.4 from the tarball. Worked without problems. I am not familiar with the git repository but I can have a look at it anyway. Cheers, Gunnar
[rt-users] how to change email address for all existing users of domain foo.com from us...@foo.com to us...@bar.com?
How do I can change the foo.com to bar.com for every users email address in RT ? foo.com is invalid and need to be replaced by bar.com to avoid error like this [Thu Aug 2 17:44:27 2012] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments: Autocreated on ticket submission, Disabled: , EmailAddress: john@bar.com, Name: exmend6, Password: , Privileged: , RealName: John Doe (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:651) [Thu Aug 2 17:44:27 2012] [crit]: User creation failed in mailgateway: Name in use (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244) [Thu Aug 2 17:44:28 2012] [warning]: Couldn't load user 'john@bar.com'.giving up (/opt/rt3/bin/../lib/RT/Interface/Email.pm:806) [Thu Aug 2 17:44:28 2012] [crit]: User 'john@bar.com' could not be loaded in the mail gateway (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244) [Thu Aug 2 17:44:28 2012] [error]: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (john@bar.com). You might need to grant 'Everyone' the right 'CreateTicket' for the queue Help. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)== this is already in place! [Thu Aug 2 17:44:28 2012] [error]: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244) [Thu Aug 2 17:44:28 2012] [error]: Could not record email: Could not load a valid user (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75) I had a suggestion from k...@rice.edu to patch local/lib/RT/User_Local.pm to allow foo.com as well. However since there should not be any foo.com (compnay is bought and moved to bar.com) I think I like to attempt to just change the email address since it works fine when I do it manually for a user. I just want to do it for all foo.com users through script or database? Thanks -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing?
Re: [rt-users] Queue rename issues
The cache is per-session, so any affected user should logout and login again to clear their session. That did the trick. Thanks for the quick reply. Thanks -S
[rt-users] Character rendering in tickets
I'm sure there is a setting somewhere for this, but we have been getting strange characters in emails. For instance if someone send an email with the word don't it shows up as don’t. This is probably something simple so forgive me if it's something easy to figure out. I haven't really done any research yet and though someone may have a quick answer for me to save some time. Thanks!! Joe Sent from my mobile device.
Re: [rt-users] Extracting an article
On Thu, Aug 02, 2012 at 01:48:41PM +0200, Gunnar Gorges wrote: Hi Martin, since you are talking about RTFM for RT 4.0.x I am not sure my comment applies since I only have experience with RTFM and RT 3.8.8… It might help if you posted your versions anyway. However: I encountered the same problem some time ago until I was told that classes should match your actual queues (e.g. queue-names). That did the trick for me. Classes don't need to match your Queue names. In fact, on 4.0, you can apply Classes globally or per-queue regardless of the name. My guess is you were using the hack we had in 3.8 which mapped articles in a Topic to queues named the same as the Topic (this is no longer required in 4.0 because you can just assign the Class properly). Of course you also need to asign at least now custom-field to that class (classes - basics - include custom field X). I'm guessing this is his problem. It's covered earlier in articles_introduction.pod -kevin Hello, When i tried to extract an article and get to the page where I should choose which field or transaction to use for the article, there´s only “–“ a dash within the dropdown menu. Have I missed something? I followed the docs from docs/customizing/articles_introduction.pod “You can extract the body of a ticket into an article. Within RT, you should now see an Extract to article button in the upper right hand corner of RT's UI when working with tickets. When you click that button, RT will ask you which Class to create your new article in. Once you click on a class name, the Ticket's transactions will be displayed, along with a set of select boxes. For each transaction, you can pick which Custom Field that transaction should be extracted to.” pgpZschqDDjwr.pgp Description: PGP signature
