[rt-users] Notify Requestor of Queue change
Hi, I am trying to get a script to notify the requester when there ticket gets moved to another queue. Does anyone know how to do this ? I have setup the following script setup but it does not work Condition : On queue change Action : Auto reply to requestors Template : My own Stage : Transaction create -- View this message in context: http://requesttracker.8502.n7.nabble.com/Notify-Requestor-of-Queue-change-tp52574.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] Modify ticket 'body' after extracting custom fields?
Am 30.01.2013 17:31, schrieb Roy McMorran: Greetings, I'm receiving incoming tickets from a web form. Certain required form fields (e.g. operating system, asset tag, etc.) are being extracted into custom fields, and that's working well. I'd like to transform the ticket 'body' on creation (after the CFs are extracted) so that it only contains the free-form text from the 'Description' field that was provided by the form. Can anyone suggest how I might approach that? Thanks! I use an different approach. My web form create an mail and I create for every custom fields an mail header. Within RT I parse the mail header and set the custom field values. The ticket create message doesn't contain the custom field values but I can always take a look at the mail headers by Show full header. If you want to rewrite the ticket create message you have to take care not to remove the wrong content. Chris
Re: [rt-users] Modify ticket 'body' after extracting custom fields?
On 2/4/13 6:54 AM, Christian Loos wrote: Am 30.01.2013 17:31, schrieb Roy McMorran: Greetings, I'm receiving incoming tickets from a web form. Certain required form fields (e.g. operating system, asset tag, etc.) are being extracted into custom fields, and that's working well. I'd like to transform the ticket 'body' on creation (after the CFs are extracted) so that it only contains the free-form text from the 'Description' field that was provided by the form. Can anyone suggest how I might approach that? Thanks! I use an different approach. My web form create an mail and I create for every custom fields an mail header. Within RT I parse the mail header and set the custom field values. The ticket create message doesn't contain the custom field values but I can always take a look at the mail headers by Show full header. If you want to rewrite the ticket create message you have to take care not to remove the wrong content. Chris Hi Chris, thanks for the reply. I really like that approach, but unfortunately the form tool I am required to use does not have the capability to put information in the message headers. Alas, still searching. Thank you. Roy
[rt-users] how to make updates to already existing tickets or records reflected into indexes quickly
Hello all, Thanks to Arkadiusz Miskiewicz for sharing his knowledge here: http://lists.fsck.com/pipermail/rt-users/2011-August/072464.html My question is based exactly on this config which I find is good. As per my understanding the 'delta' index makes newly created rows/records available by using 'SphinxCounters' table. That is the delta index which will be run every 15 minutes will check if any row which has 'id' greater than the 'id' stored previously in 'max_doc_id' column of 'SphinxCounters' table. If greater then it will read the source and then add the new record to the 'delta' index. If an edit/update happens to an *existing* ticket/document/row in the source database, how will this change get updated into indexes quickly? So according to this config, we will need to wait until the next time the 'main' is reindexed again, right? If true how can we have a workaround for this problem? Please excuse and let me know if I made any wrong assumptions here. Thanks,
Re: [rt-users] how to make updates to already existing tickets or records reflected into indexes quickly
On Mon, Feb 04, 2013 at 10:28:23PM +0530, Subin wrote: Hello all, Thanks to Arkadiusz Miskiewicz for sharing his knowledge here: http://lists.fsck.com/pipermail/rt-users/2011-August/072464.html My question is based exactly on this config which I find is good. As per my understanding the 'delta' index makes newly created rows/records available by using 'SphinxCounters' table. That is the delta index which will be run every 15 minutes will check if any row which has 'id' greater than the 'id' stored previously in 'max_doc_id' column of 'SphinxCounters' table. If greater then it will read the source and then add the new record to the 'delta' index. If an edit/update happens to an *existing* ticket/document/row in the source database, how will this change get updated into indexes quickly? So according to this config, we will need to wait until the next time the 'main' is reindexed again, right? If true how can we have a workaround for this problem? Please excuse and let me know if I made any wrong assumptions here. Thanks, Hi Subin, That is how the Sphinx full-text indexing works. You would need to change to a different DB backend with integrated support for fulltext indexing. PostgreSQL and Oracle will both work. Eventually, when MySQL supports full-text indexing with InnoDB natively, RT can be made to use it as well. Regards, Ken
Re: [rt-users] Notify Requestor of Queue change
On 02/04/2013 02:36 AM, globo wrote: Hi, I am trying to get a script to notify the requester when there ticket gets moved to another queue. Does anyone know how to do this ? I have setup the following script setup but it does not work Condition : On queue change Action : Auto reply to requestors Template : My own Stage : Transaction create You don't want the Autoreply action, you want the Notify Requestors action. It has less magic involved since it's not an autoreply.
Re: [rt-users] how to make updates to already existing tickets or records reflected into indexes quickly
On 02/04/2013 08:58 AM, Subin wrote: If an edit/update happens to an *existing* ticket/document/row in the source database, how will this change get updated into indexes quickly? So according to this config, we will need to wait until the next time the 'main' is reindexed again, right? If true how can we have a workaround for this problem? Please excuse and let me know if I made any wrong assumptions here. I'm not very familiar with the specifics of Arkadiusz Miskiewicz's delta+main Sphinx setup, but understand the intent. I think you're imagining the RT database incorrectly. Any updates to existing tickets are stored as new rows in Transactions and Attachments tables the database, and those new rows should be picked up by the delta index. Once an individual Transaction/Attachment row is created, it's never changed by RT. This is why it doesn't matter that data in the main index doesn't get updated more frequently.
Re: [rt-users] how to make updates to already existing tickets or records reflected into indexes quickly
On Mon, Feb 04, 2013 at 10:50:05PM +0530, Subin wrote: Hi Ken, Sorry I may not have got you. So isn't there a workaround for the issue with **existing* *records? I think I need not change DB since I've already compiled MySQL with 'sphinxse'. It is the sphinx configuration I'm concerned with. Thanks, In my brief work with Sphinx, the refresh period was adjustable so you may be able to make the delay a bit less onerous than the 15 minutes. Cheers, Ken
Re: [rt-users] how to make updates to already existing tickets or records reflected into indexes quickly
On Mon, Feb 04, 2013 at 12:56:38PM -0600, k...@rice.edu wrote: On Mon, Feb 04, 2013 at 10:50:05PM +0530, Subin wrote: Hi Ken, Sorry I may not have got you. So isn't there a workaround for the issue with **existing* *records? I think I need not change DB since I've already compiled MySQL with 'sphinxse'. It is the sphinx configuration I'm concerned with. Thanks, In my brief work with Sphinx, the refresh period was adjustable so you may be able to make the delay a bit less onerous than the 15 minutes. Cheers, Ken See Thomas' update. I was incorrect. The delta index will take care of the incremental updates. Cheers, Ken
Re: [rt-users] Weird right problem
On Wed, Jan 30, 2013 at 01:07:35PM +0200, Manuel Subredu wrote: we have a RT (4.0.8) RT::IR (latest) instance that's functional and running. Our staff can create, reply, comment, etc. But, when we make a comment on one Incident and add an external email address in Cc, when the user that was included in Cc gives a reply to the email (rt-comment@domain) RT gives an error: error [Wed Jan 30 10:59:06 2013] [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 (manuel.subredu@outside). You might need to grant 'Everyone' the right 'ReplyToTicket' for the queue General. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:245) [Wed Jan 30 10:59:06 2013] [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/rt4/sbin/../lib/RT/Interface/Email.pm:245) [Wed Jan 30 10:59:06 2013] [error]: Could not record email: Could not load a valid user (/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75) /error The weird part is that Everyone has the right to reply to tickets both Global and on the General queue. I triple checked :) And to be sure I gave Everyone permission to reply to tickets on all queues. Ideeas anyone ? I'm surprised that rt-comment feeds into an rt-mailgate incant that says --action correspond rather than --action comment. Assuming it's actually feeding in to --action comment, then your CC'ed users need the ability to Comment (if they're full CCs, you can just grant the CC role Comment, but if they're one-time-ccs then you'll need to hand out Comment more widely). You should also check that nothing else is preventing user creation (are you using RT-Authen-ExternalAuth and disallowing creation of user accounts for people who aren't in LDAP). -kevin pgpsH1usI3XnK.pgp Description: PGP signature
Re: [rt-users] Quietly comment on a ticket?
On Wed, Jan 30, 2013 at 11:13:17AM -0500, Jeff Blaine wrote: Is there a way to quietly update a ticket with a note without having to uncheck each one of our ~30 Bcc people at the bottom of the 'Comment' page? Short of their being a way, an Uncheck all would be very welcome in a future release. There isn't a good way, I also want the checkbox. File a ticket? It wouldn't be a ton of work to add. -kevin pgpOoPzd_6nHp.pgp Description: PGP signature
Re: [rt-users] Default dashboard?
On Wed, Jan 30, 2013 at 10:30:49PM +, Jonah Hirsch wrote: Is there a way to make a pre-built dashboard the default dashboard for a user or group? There is no built in solution for this, but folks have used Callbacks to rewrite the Home link for certain groups, or to issue a redirect at login. Folks also often bookmark https://rt/Dashboard/7/My Dashboard/ as the landing page, rather than index.html. -kevin pgpsQ5Lfsd23B.pgp Description: PGP signature
Re: [rt-users] rt-dump-metadata and XML::Simple
On Fri, Feb 01, 2013 at 12:57:46AM +0100, Christoph Badura wrote: This week I tried to invoke rt-dump-metadata but it complained about XML::Simple not being available. That wasn't found by make testdeps/fixdeps. Is that intentional? rt-dump-metadata isn't really used that often in practice, and we've discussed moving it off to devel/tools rather than sbin/. -kevin pgpMVdHm_5mnb.pgp Description: PGP signature
Re: [rt-users] RT: Scrip IsApplicable died?
On Fri, Feb 01, 2013 at 09:53:52AM +, Thomas Lau wrote: How could I tell? Which one is the core problem? Plugins would be wrong in your RT_SiteConfig.pm, look there. Permissions you would check with standard unix tools like ls. -kevin -Original Message- From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of Ruslan Zakirov Sent: Thursday, January 31, 2013 7:40 PM To: Thomas Lau Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT: Scrip IsApplicable died? Hi, @Plugins options is set incorrectly or permissions on files are incorrect. On Thu, Jan 31, 2013 at 9:50 AM, Thomas Lau thomas@principleone.com wrote: Hi all, after install command by email. Something strange appear on my message log: RT: Scrip IsApplicable 43 died. - Require of RT::Condition::SLA_RequireStartsSet failed.#012Can't locate RT/Condition/SLA_RequireStartsSet.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib /opt/rt4/local/plugins/RT-Extension-CommandByMail/lib /opt/rt4/sbin/../lib /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 . /etc/httpd) at (eval 2487) line 3.#012#012Stack:#012 [(eval 2487):3]#012 [/opt/rt4/sbin/../lib/RT/Scrip.pm:404]#012 [/opt/rt4/sbin/../lib/RT/Scrips.pm:225]#012 [/opt/rt4/sbin/../lib/RT/Transaction.pm:179]#012 [/opt/rt4/sbin/../lib/RT/Record.pm:1493]#012 [/opt/rt4/sbin/../lib/RT/Ticket.pm:676]#012 [/opt/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Em ail/Filter/TakeAction.pm:531]#012 [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1664]#012 [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1481]#012 [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61]#012#012#012Stack :#012 [/opt/rt4/sbin/../lib/RT/ScripCondition.pm:171]#012 [/opt/rt4/sbin/../lib/RT/Scrip.pm:404]#012 [/opt/rt4/sbin/../lib/RT/Scrips.pm:225]#012 [/opt/rt4/sbin/../lib/RT/Transaction.pm:179]#012 [/opt/rt4/sbin/../lib/RT/Record.pm:1493]#012 [/opt/rt4/sbin/../lib/RT/Ticket.pm:676]#012 [/opt/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Em ail/Filter/TakeAction.pm:531]#012 [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1664]#012 [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1481]#012 [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] (/opt/rt4/sbin/../lib/RT/Scrip.pm:419) But SLA_RequireStartsSet.pm is in location of /opt/rt4/local/plugins/RT-Extension-SLA/lib/RT/Condition/SLA_RequireSt artsSet.pm How could I modify to make the error message disappear ? Thomas Lau Senior Technology Analyst Principle One Limited 27/F Kinwick Centre, 32 Hollywood Road, Central, Hong Kong T +852 3555 2217 F +852 3555 M +852 9880 1217 Hong Kong . Singapore . Tokyo -- Best regards, Ruslan. pgpkSdNqST8QX.pgp Description: PGP signature
Re: [rt-users] Approval in rt4
On Fri, Feb 01, 2013 at 09:31:53AM -0700, Don Beethe wrote: Is there a way to set up approvals on a per ticket basis in rt4? We have a variety of tickets coming to our sysadmin queue. Some are for accounts on servers which require management approval. We need to request approval only on those tickets, not all tickets in the sysadmin queue... Is this possible? Just make the condition to trigger approvals something other than On Create, it can be On Custom Field Foo == 'needs approval' or On Status = 'needs approval' - fire the Scrips that create Approvals tickets. I assume you've seen http://bestpractical.com/rt/docs/latest/customizing/approvals.html -kevin pgpKjwMMNTshD.pgp Description: PGP signature
Re: [rt-users] Modify ticket 'body' after extracting custom fields?
On Wed, Jan 30, 2013 at 11:31:05AM -0500, Roy McMorran wrote: I'm receiving incoming tickets from a web form. Certain required form fields (e.g. operating system, asset tag, etc.) are being extracted into custom fields, and that's working well. I'd like to transform the ticket 'body' on creation (after the CFs are extracted) so that it only contains the free-form text from the 'Description' field that was provided by the form. Can anyone suggest how I might approach that? Do you want to transform the body for people who work the ticket to have a cleaner view or to control the mail that is sent out on ticket creation to the requestor? -kevin pgpB1sJU7zvQm.pgp Description: PGP signature
Re: [rt-users] Modify ticket 'body' after extracting custom fields?
On 2/4/13 2:52 PM, Kevin Falcone wrote: On Wed, Jan 30, 2013 at 11:31:05AM -0500, Roy McMorran wrote: I'm receiving incoming tickets from a web form. Certain required form fields (e.g. operating system, asset tag, etc.) are being extracted into custom fields, and that's working well. I'd like to transform the ticket 'body' on creation (after the CFs are extracted) so that it only contains the free-form text from the 'Description' field that was provided by the form. Can anyone suggest how I might approach that? Do you want to transform the body for people who work the ticket to have a cleaner view or to control the mail that is sent out on ticket creation to the requestor? Hi Kevin, thanks for the reply. Well, ideally... both. I don't think the requestor needs to see all the custom fields s/he just entered, but I think that could be done by just tweaking the autoreply template, yes? But the main goal would be to transform the body that gets stuffed into the ticket; i.e. yes, the view that the people working the ticket will see. E.g. Incoming email body: --- Name: Cuthbert Rumbold Email: c...@example.org Phone number or extension: 125 Request Category: Network Connectivity/Internet Access Summary of request or problem: Internet down Detailed description of request or problem: No internet access on floor 2 Computer Platform: Mac - 10.6 (Snow Leopard) Urgency: 2. Functionally impaired, need soon Asset tag: OU812 --- Becomes: --- No internet access on floor 2 --- (and all the other lines are captured to CFs using Extract Custom Field Values scrip) Thank you, Roy -- Roy McMorran Systems Administrator MDI Biological Laboratory mcmor...@mdibl.org
Re: [rt-users] how to make updates to already existing tickets or records reflected into indexes quickly
On Monday 04 February 2013 11:53 PM, Thomas Sibley wrote: On 02/04/2013 08:58 AM, Subin wrote: If an edit/update happens to an *existing* ticket/document/row in the source database, how will this change get updated into indexes quickly? So according to this config, we will need to wait until the next time the 'main' is reindexed again, right? If true how can we have a workaround for this problem? Please excuse and let me know if I made any wrong assumptions here. I'm not very familiar with the specifics of Arkadiusz Miskiewicz's delta+main Sphinx setup, but understand the intent. I think you're imagining the RT database incorrectly. Any updates to existing tickets are stored as new rows in Transactions and Attachments tables the database, and those new rows should be picked up by the delta index. Once an individual Transaction/Attachment row is created, it's never changed by RT. This is why it doesn't matter that data in the main index doesn't get updated more frequently. Hello Thomas, I guess that was exactly the information I was lacking. Things are clear now. Thanks a lot.
Re: [rt-users] Debian package status / Full text indexing failure (invalid byte sequence for encoding UTF8)
* Dominic Hargreaves dominic.hargrea...@it.ox.ac.uk [20130202 08:13]: On Fri, Feb 01, 2013 at 08:36:22PM -0500, Alex Vandiver wrote: On Fri, 2013-02-01 at 17:03 -0800, Ben Poliakoff wrote: We're currently running RT 4.0.5-3~bpo60+1 (from Debian backports) with Postgresql 8.4.12-0squeeze1. This is fixed in RT 4.0.9 and above, wich resolve this issue by skipping the attachment with bad data. RT 4.0.7 and above are better about not trusting emails which claim to be utf-8, which prevents the bad data from getting in in the first place, which is the likely cause here, and which older Pg allowed. The good news is that Debian backports now has 4.0.7 (I've just uploaded 4.0.7-4~bpo60+1 which has a few extra fixes compared to 4.0.7-2~bpo60+1). The bad news is that since Debian is in freeze, 4.0.9 or above won't be hitting Debian any time soon (except possibly experimental, if someone asks nicely :) However, I do encourage people who are using the Debian packages to report bugs that affect them to the BTS even if they are fixed in newer upstream releases; if they seem serious enough, it's still possible to fix important bugs in Debian before the release. Thanks for the replies Alex and Dominic. I'll plan on updating to 4.07-4 soon, looking forward to 4.0.9! Ben -- pub 4096R/318B6A97 2009-05-11 Ben Poliakoff b...@reed.edu Primary key fingerprint: 3F23 EBC8 B73E 92B7 0A67 705A 8219 DCF0 318B 6A97 signature.asc Description: Digital signature
Re: [rt-users] Debian package status / Full text indexing failure (invalid byte sequence for encoding UTF8)
-- Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T On 02/04/2013 03:43 PM, Ben Poliakoff wrote: Thanks for the replies Alex and Dominic. I'll plan on updating to 4.07-4 soon, looking forward to 4.0.9! And 4.0.10 is out now. :)
Re: [rt-users] Both 'subject' and 'body' of an email ticket searchable via RT's web interface?
On 02/04/2013 03:36 PM, Subin wrote: I'd like to fulltext search for patterns/words both in the 'subject' and 'body'of an email ticket from the RT's web interface 'Search' box. Is it possible with the above configs of sql_query*? If not please let me know what more should I need to add? Most of the time true full-text indexing isn't needed for the Subject since it's a normally indexed string with a max length. I'd suggest first approaching this by extending RT::Search::Googleish with an overlay that instead of defaulting unknown and quoted words to Subject searches, defaults them to Subject OR Content searches. This will do what you mean, and should be fairly simple. I know we've done it for support clients. RT::Search::Googleish was written to be extensible with minimal effort. Thomas -- Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Both 'subject' and 'body' of an email ticket searchable via RT's web interface?
On Tuesday 05 February 2013 05:21 AM, Thomas Sibley wrote: On 02/04/2013 03:36 PM, Subin wrote: I'd like to fulltext search for patterns/words both in the 'subject' and 'body'of an email ticket from the RT's web interface 'Search' box. Is it possible with the above configs of sql_query*? If not please let me know what more should I need to add? Most of the time true full-text indexing isn't needed for the Subject since it's a normally indexed string with a max length. I'd suggest first approaching this by extending RT::Search::Googleish with an overlay that instead of defaulting unknown and quoted words to Subject searches, defaults them to Subject OR Content searches. This will do what you mean, and should be fairly simple. I know we've done it for support clients. RT::Search::Googleish was written to be extensible with minimal effort. Thomas -- Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T I just searched the documentation on how to do this. I'm not able to find any other than a brief description about RT::Search::Googleish here: http://bestpractical.com/rt/docs/4.0/RT/Search/Googleish.html Thanks, -- Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
