Re: [rt-users] Getting relative time in a template, configuring SLA and SLA alerting [SOLVED]
On Tue, Feb 19, 2013 at 12:37:42PM +0800, Craig Ringer wrote:
{
my $d = RT::Date-new(RT::SystemUser);
$d-Set(Format='ISO', Value=$Ticket-Due, Timezone=GMT);
our $tdiff = $d-AgeAsString();
You can just say $ticket-DueObj-AgeAsString if you want to tighten
this up.
When you want to replicate something RT does in core in the search
results, you can take a quick look at share/html/Elements/*/ColumnMap
(so look in RT__Ticket/ColumnMap for the DueRelative sub)
-kevin
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Re: [rt-users] time left field
On Mon, Feb 18, 2013 at 04:04:20PM +0100, Oli wrote: i have a question regarding the time left field. Is it possible to configure that this field will automatically updated by the time worked field? So when an technician post his work and enters the time for it, that this will automatically decrease the time left value. In short time left = time left - time worked. Only by writing a Scrip which updates Time Left whenever Time Worked is updated. There is no built-in functionality for this. -kevin pgpDpCiUK7HH_.pgp Description: PGP signature -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] No datepicker widget after upgrade
On Tue, Feb 19, 2013 at 08:07:13AM +0100, Robert Wysocki wrote: After upgradeing to 4.0.10 datepicker widget doesn't pop up. Im having no luck locating the problem. Any ideas? What did you upgrade from? Do you have a custom @JSFiles in your RT_SiteConfig.pm? What error do you get in your browser's error console? What browsers? Does other JS work in RT (the menus, bookmarking, autocomplete, etc) -kevin pgpR_N1kQ7Na4.pgp Description: PGP signature -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Could someone help a newb evaluating RT with email setup?
Thanks Aaron, this was a huge step forward for me! I’ve got regular aliases for correspond and comment aliases for comments on my RT box, a connector on Exchange, contacts on Exchange, but I’m still not getting email. I’m not sure what to look at, but if anyone has time to look at a few screenshots, I posted a new gallery on a personal site of mine: http://photos.buellnet.net/GalleryThumbnails.aspx?gallery=3660908 If, on the other hand, you need more information about my network setup (since rt.countrysampler.com is only available within our firewall), please let me know that too. So far I’m really liking this product and our managers seem pleased with it too. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Aaron Guise Sent: Monday, February 18, 2013 9:05 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Could someone help a newb evaluating RT with email setup? I have put some further detail on the Request Tracker wiki @ http://requesttracker.wikia.com/wiki/Relaying_mail_from_Microsoft_Exchange_2007_to_RT --- Regards, Aaron Guise [http://www.guise.net.nz/images/signatures/email.gif]aa...@guise.net.nzmailto:aa...@guise.net.nz [http://www.guise.net.nz/images/signatures/VMW-LGO-CERTIFIED-PRO-5-K.png] [http://www.guise.net.nz/images/signatures/itil_logo.gif] [http://www.guise.net.nz/images/signatures/officiallogo-nd-25.jpg] [http://www.guise.net.nz/images/signatures/ubuntu.png] On 2013-02-19 10:25, John Buell wrote: I've got most of a skeletal set up done, I think. I'm using an old HP server box with Ubuntu 12.04 installed. Rather than running the rt in the Ubuntu software repository though, I went ahead and downloaded 4.0.10 myself and installed it and all of the perl modules. I'm only intending the web server portion to be available within our local network (so I haven't enabled SSL), though I did go ahead and make a dns entry for rt.countrysampler.com so that it resolves to the correct internal IP address. Web configuration went ok, MySQL configuration went ok (I've used MySQL before as the backend for another vendor's ticket system), I just can't for the life of me figure out how to get RT to talk to our Exchange 2010 server. I've got the root user enabled (for the moment), myself set up within RT as a privileged user, and all of my employees (38) entered. I have 14 departments set up, so that I can track who has the most problems. I've added eight ticket queues (hardware, software, phones, etc) and have been setting up the appropriate permissions so that people can sign in and create tickets. As the lone privileged user, I'm the only one that can close/modify the tickets once entered. So far so good. We have an Exchange 2010 server running on a virtual machine (Hyper-V) that would be able to listen for and respond to email. I've gone through some documentation I've found online, but most everything seems to be for older versions of Exchange. I've created a dedicated user account to be the sender/reply-to for all messages generated through RT (stcad...@countrysampler.commailto:stcad...@countrysampler.com), but where on Earth do I set it up so that RT and Exchange are talking? I realize these sorts of things must have been asked a million times before, and for that I apologize, but if I could find a couple quick config files or something, I wouldn't harass you folks. :) Thanks in advance, John Buell Systems Administrator Country Sampler LLC 707 Kautz Road St. Charles, IL 60174 (630) 762-7806 -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Exclude user from notifications
On Tue, Feb 19, 2013 at 08:07:00AM +0100, Robert Wysocki wrote: I would like to exclude one of Queue AdminCc's from a certain notifications. The perfect way would be to create a custom role, but from what i've googled it is not implemented yet. Is there any other way? You could change those notifications over to Notify Group notifications, and have that group contain a subset of the AdminCcs. You create Notify Group actions using /opt/rt4/sbin/rt-email-group-admin which has documentation here http://bestpractical.com/rt/docs/latest/rt-email-group-admin.html -kevin pgpkJR1l4LbqA.pgp Description: PGP signature -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] RT on Ubuntu 12
On Mon, Feb 18, 2013 at 04:55:25AM +, Martin wrote: [Fri Feb 15 18:48:12 2013] [error] [client 202.188.59.1] failed to resolve handler `Plack::Handler::Apache2': Can't locate Plack/Handler/Apache2.pm in @INC (@INC contains: /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 /usr/local/lib/site_perl . /etc/apache2) at (eval 2) line 2.\n So i did apt-get install libplack-perl next i also encountered the error Can't locate JSON.pm guys you should know prior to this i ran make testdeps and all dependencies were found There were other modules missing every time i restarted the apache and i installed them before it finally worked How did you install RT? I've never seen RT 'fail' to notice deps like this. What operating system is this. Now the problem is i cant login using root and password from the web interface Some one please give me suggestions. There will be an error in the log, what does it say. Does the root user exist in the database. -kevin pgpoZWZjlEfpJ.pgp Description: PGP signature -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Could someone help a newb evaluating RT with email setup?
Hi John, What mail system have you got on the RT box? Myself I use postfix as my preferred solution. Also when sending an email to any of the contacts you created do you get a bounce at all? That information would be useful in solving this. --- REGARDS, AARON GUISE aa...@guise.net.nz On 2013-02-20 07:43, John Buell wrote: Thanks Aaron, this was a huge step forward for me! I've got regular aliases for correspond and comment aliases for comments on my RT box, a connector on Exchange, contacts on Exchange, but I'm still not getting email. I'm not sure what to look at, but if anyone has time to look at a few screenshots, I posted a new gallery on a personal site of mine: http://photos.buellnet.net/GalleryThumbnails.aspx?gallery=3660908 [1] If, on the other hand, you need more information about my network setup (since rt.countrysampler.com is only available within our firewall), please let me know that too. So far I'm really liking this product and our managers seem pleased with it too. FROM: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] ON BEHALF OF Aaron Guise SENT: Monday, February 18, 2013 9:05 PM TO: rt-users@lists.bestpractical.com SUBJECT: Re: [rt-users] Could someone help a newb evaluating RT with email setup? I have put some further detail on the Request Tracker wiki @ http://requesttracker.wikia.com/wiki/Relaying_mail_from_Microsoft_Exchange_2007_to_RT [2] --- REGARDS, AARON GUISE aa...@guise.net.nz On 2013-02-19 10:25, John Buell wrote: I've got most of a skeletal set up done, I think. I'm using an old HP server box with Ubuntu 12.04 installed. Rather than running the rt in the Ubuntu software repository though, I went ahead and downloaded 4.0.10 myself and installed it and all of the perl modules. I'm only intending the web server portion to be available within our local network (so I haven't enabled SSL), though I did go ahead and make a dns entry for rt.countrysampler.com so that it resolves to the correct internal IP address. Web configuration went ok, MySQL configuration went ok (I've used MySQL before as the backend for another vendor's ticket system), I just can't for the life of me figure out how to get RT to talk to our Exchange 2010 server. I've got the root user enabled (for the moment), myself set up within RT as a privileged user, and all of my employees (38) entered. I have 14 departments set up, so that I can track who has the most problems. I've added eight ticket queues (hardware, software, phones, etc) and have been setting up the appropriate permissions so that people can sign in and create tickets. As the lone privileged user, I'm the only one that can close/modify the tickets once entered. So far so good. We have an Exchange 2010 server running on a virtual machine (Hyper-V) that would be able to listen for and respond to email. I've gone through some documentation I've found online, but most everything seems to be for older versions of Exchange. I've created a dedicated user account to be the sender/reply-to for all messages generated through RT (stcad...@countrysampler.com), but where on Earth do I set it up so that RT and Exchange are talking? I realize these sorts of things must have been asked a million times before, and for that I apologize, but if I could find a couple quick config files or something, I wouldn't harass you folks. :) Thanks in advance, John Buell Systems Administrator Country Sampler LLC 707 Kautz Road St. Charles, IL 60174 (630) 762-7806 Links: -- [1] http://photos.buellnet.net/GalleryThumbnails.aspx?gallery=3660908 [2] http://requesttracker.wikia.com/wiki/Relaying_mail_from_Microsoft_Exchange_2007_to_RT -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Could someone help a newb evaluating RT with email setup?
Oddly enough, I’m not getting any bounced messages, whether to the local root account, the account as defined in rt (stcad...@countrysampler.commailto:stcad...@countrysampler.com) or to my account (this one) when I enter/change tickets. However, using my local admin account (buelljd) on the Ubuntu box and mailing rt@localhost worked just fine. The system was using exim, I’m changing it to postfix. I finally got this from Outlook: Delivery has failed to these recipients or groups: Request Tracker (r...@rt.countrysampler.com)mailto:r...@rt.countrysampler.com Your message wasn't delivered due to a permission or security issue. It may have been rejected by a moderator, the address may only accept e-mail from certain senders, or another restriction may be preventing delivery. The following organization rejected your message: csmaghpserver. Diagnostic information for administrators: Generating server: CSMAGEX1.us.ecc.ads r...@rt.countrysampler.commailto:r...@rt.countrysampler.com csmaghpserver #554 5.7.1 r...@rt.countrysampler.commailto:r...@rt.countrysampler.com: Relay access denied ## Original message headers: Received: from CSMAGEX1.us.ecc.ads ([::1]) by CSMAGEX1.us.ecc.ads ([::1]) with mapi id 14.01.0438.000; Tue, 19 Feb 2013 12:02:17 -0600 Content-Type: multipart/mixed; boundary=_000_F29439DECCB52B42A0D6B9071C68A5B90FBA1F4FCSMAGEX1useccad_ From: John Buell jbu...@countrysampler.commailto:jbu...@countrysampler.com To: Request Tracker r...@rt.countrysampler.commailto:r...@rt.countrysampler.com Subject: Test Thread-Topic: Test Thread-Index: Ac4Oyz1cSIzIuAUcTNu2u7ZjLDAizg== Date: Tue, 19 Feb 2013 18:02:16 + Message-ID: f29439deccb52b42a0d6b9071c68a5b90fba1...@csmagex1.us.ecc.adsmailto:f29439deccb52b42a0d6b9071c68a5b90fba1...@csmagex1.us.ecc.ads Accept-Language: en-US Content-Language: en-US X-MS-Has-Attach: X-MS-TNEF-Correlator: f29439deccb52b42a0d6b9071c68a5b90fba1...@csmagex1.us.ecc.adsmailto:f29439deccb52b42a0d6b9071c68a5b90fba1...@csmagex1.us.ecc.ads x-originating-ip: [10.1.15.145] MIME-Version: 1.0 So I changed the entry in /etc/hosts from ‘csmaghpserver’ to ‘rt’ From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Aaron Guise Sent: Tuesday, February 19, 2013 2:13 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Could someone help a newb evaluating RT with email setup? Hi John, What mail system have you got on the RT box? Myself I use postfix as my preferred solution. Also when sending an email to any of the contacts you created do you get a bounce at all? That information would be useful in solving this. --- Regards, Aaron Guise [Image removed by sender.]aa...@guise.net.nzmailto:aa...@guise.net.nz [Image removed by sender.] [Image removed by sender.] [Image removed by sender.] [Image removed by sender.] On 2013-02-20 07:43, John Buell wrote: Thanks Aaron, this was a huge step forward for me! I’ve got regular aliases for correspond and comment aliases for comments on my RT box, a connector on Exchange, contacts on Exchange, but I’m still not getting email. I’m not sure what to look at, but if anyone has time to look at a few screenshots, I posted a new gallery on a personal site of mine: http://photos.buellnet.net/GalleryThumbnails.aspx?gallery=3660908 If, on the other hand, you need more information about my network setup (since rt.countrysampler.com is only available within our firewall), please let me know that too. So far I’m really liking this product and our managers seem pleased with it too. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Aaron Guise Sent: Monday, February 18, 2013 9:05 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Could someone help a newb evaluating RT with email setup? I have put some further detail on the Request Tracker wiki @ http://requesttracker.wikia.com/wiki/Relaying_mail_from_Microsoft_Exchange_2007_to_RT --- Regards, Aaron Guise [Image removed by sender.]aa...@guise.net.nzmailto:aa...@guise.net.nz [Image removed by sender.] [Image removed by sender.] [Image removed by sender.] [Image removed by sender.] On 2013-02-19 10:25, John Buell wrote: I've got most of a skeletal set up done, I think. I'm using an old HP server box with Ubuntu 12.04 installed. Rather than running the rt in the Ubuntu software repository though, I went ahead and downloaded 4.0.10 myself and installed it and all of the perl modules. I'm only intending the web server portion to be available within our local network (so I haven't enabled SSL), though I did go ahead and make a dns entry for rt.countrysampler.com so that it resolves to the correct internal IP address. Web configuration went ok, MySQL configuration went ok (I've used MySQL before as the backend for another vendor's ticket system), I just can't for the life of me figure out how to get
Re: [rt-users] Could someone help a newb evaluating RT with email setup?
ahhh, check /etc/mailname I know postfix uses that to determine whether it will accept mail for that domain. Exim is no doubt similar :) You should change that file to read rt.countrysampler.com --- Regards,Aaron Guise aa...@guise.net.nz On 2013-02-20 10:31, John Buell wrote: Oddly enough, Im not getting any bounced messages, whether to the local root account, the account as defined in rt (stcad...@countrysampler.com) or to my account (this one) when I enter/change tickets. However, using my local admin account (buelljd) on the Ubuntu box and mailing rt@localhost worked just fine. The system was using exim, Im changing it to postfix. I finally got this from Outlook: Delivery has failed to these recipients or groups: Request Tracker (r...@rt.countrysampler.com) Your message wasn't delivered due to a permission or security issue. It may have been rejected by a moderator, the address may only accept e-mail from certain senders, or another restriction may be preventing delivery. The following organization rejected your message: csmaghpserver. Diagnostic information for administrators: Generating server: CSMAGEX1.us.ecc.ads r...@rt.countrysampler.com csmaghpserver #554 5.7.1 r...@rt.countrysampler.com: Relay access denied ## Original message headers: Received: from CSMAGEX1.us.ecc.ads ([::1]) by CSMAGEX1.us.ecc.ads ([::1]) with mapi id 14.01.0438.000; Tue, 19 Feb 2013 12:02:17 -0600 Content-Type: multipart/mixed; boundary="_000_F29439DECCB52B42A0D6B9071C68A5B90FBA1F4FCSMAGEX1useccad_" From: John Buell jbu...@countrysampler.com To: Request Tracker r...@rt.countrysampler.com Subject: Test Thread-Topic: Test Thread-Index: Ac4Oyz1cSIzIuAUcTNu2u7ZjLDAizg== Date: Tue, 19 Feb 2013 18:02:16 + Message-ID: f29439deccb52b42a0d6b9071c68a5b90fba1...@csmagex1.us.ecc.ads Accept-Language: en-US Content-Language: en-US X-MS-Has-Attach: X-MS-TNEF-Correlator: f29439deccb52b42a0d6b9071c68a5b90fba1...@csmagex1.us.ecc.ads x-originating-ip: [10.1.15.145] MIME-Version: 1.0 So I changed the entry in /etc/hosts from csmaghpserver to rt From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Aaron GuiseSent: Tuesday, February 19, 2013 2:13 PMTo: rt-users@lists.bestpractical.comSubject: Re: [rt-users] Could someone help a newb evaluating RT with email setup? Hi John, What mail system have you got on the RT box? Myself I use postfix as my preferred solution. Also when sending an email to any of the contacts you created do you get a bounce at all? That information would be useful in solving this. --- Regards,Aaron Guiseaa...@guise.net.nz On 2013-02-20 07:43, John Buell wrote: Thanks Aaron, this was a huge step forward for me! Ive got regular aliases for correspond and comment aliases for comments on my RT box, a connector on Exchange, contacts on Exchange, but Im still not getting email. Im not sure what to look at, but if anyone has time to look at a few screenshots, I posted a new gallery on a personal site of mine: http://photos.buellnet.net/GalleryThumbnails.aspx?gallery=3660908 If, on the other hand, you need more information about my network setup (since rt.countrysampler.com is only available within our firewall), please let me know that too. So far Im really liking this product and our managers seem pleased with it too. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Aaron GuiseSent: Monday, February 18, 2013 9:05 PMTo: rt-users@lists.bestpractical.comSubject: Re: [rt-users] Could someone help a newb evaluating RT with email setup? I have put some further detail on the Request Tracker wiki @ http://requesttracker.wikia.com/wiki/Relaying_mail_from_Microsoft_Exchange_2007_to_RT --- Regards,Aaron Guiseaa...@guise.net.nz On 2013-02-19 10:25, John Buell wrote: I've got most of a skeletal set up done, I think. I'm using an old HP server box with Ubuntu 12.04 installed. Rather than running the rt in the Ubuntu software repository though, I went ahead and downloaded 4.0.10 myself and installed it and all of the perl modules. I'm only intending the web server portion to be available within our local network (so I haven't enabled SSL), though I did go ahead and make a dns entry for rt.countrysampler.com so that it resolves to the correct internal IP address. Web configuration went ok, MySQL configuration went ok (I've used MySQL before as the backend for another vendor's ticket system), I just can't for the life of me figure out how to get RT to talk to our Exchange 2010 server. I've got the root user enabled (for the moment), myself set up within RT as a privileged user, and all of my employees (38) entered. I have 14 departments set up, so that I can track who has the most problems. I've added eight ticket queues (hardware, software, phones, etc) and have been setting up the appropriate permissions so that people can sign in and create tickets. As the lone privileged
Re: [rt-users] URL Error after upgrading to rt4
Kevin Falcone falcone at bestpractical.com writes:
On Thu, Feb 14, 2013 at 10:29:30PM +, Rolf Krogstad wrote:
Hello,
I have created a new server (RedHat 5.9 64-bit) and am running the latest
version of MySQL and RT 4.0.10. The old server was RT 3.6.6
There were some bugs in early 3.6 RTs where it would store the full
URL so /rt3/Ticket/Display.html?id=__id__ rather than
/__WebPath__/Ticket/Display.html?id=__id__
With one user I can go in and select a ticket and it opens fine with the
URL:
http://v20labtrack/Ticket/Display.html?id=2973
If I log in as a different user it generates this URL which comes up with
a page not found error:
http://v20labtrack/rt3/Ticket/Display.html?id=2973
This implies some users have a version of the Format for the search
that includes __WebPath__ and some include /rt3/ literally.
There's a new branch that adds an upgrade script
https://github.com/bestpractical/rt/commit/5d887addad62c4da580a651df8c94bd8cdb0
fbb8
You can grab that script and try running it on a development copy of
your data and see if it properly repairs the links for you.
Try it out and let us know how it goes? The branch needs review and
merging, but test results from the field are really helpful.
-kevin
Thanks, Kevin. Not being a perl expert I need some assistance.
I managed to get my library path inserted but have one syntax to correct.
I insert as line #2
use lib /opt/rt4/lib/RT;
I then deleted an empty line from the comment section so the code lines line
up with your example.
I am getting this back on the compile:
syntax error at ./fix-3.6-search-result-format-in-attribute.pl line 66,
near $content-{Format} =~ s!(?=href=)
(Might be a runaway multi-line string starting on line 2)
:66
My URL is generating (for example):
http://v20labtrack/rt3/Ticket/
and I want it to be:
http://v20labtrack/Ticket/
so I changed this line to rt3:
my $path = shift @ARGV || 'rt3';
how do I need to change this one?
$content-{Format} =~ s!(?=href=)/$path(?=/|$)!__WebPath__!ig )
thanks Rolf
--
RT training in Amsterdam, March 20-21:
http://bestpractical.com/services/training.html
Help improve RT by taking our user survey:
https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Could someone help a newb evaluating RT with email setup?
Changed /etc/mailname and /etc/hostname and then…. Yes, postfix seems to be part of the problem – it was rejecting the messages relayed to r...@rt.countrysampler.commailto:r...@rt.countrysampler.com but has quit doing that after I changed main.cf. So this is progress! I’ve got tickets, I can send email to create new tickets, but I’m not getting replies to go anywhere when ownership of a ticket is changed or a ticket is marked resolved. Is there a procedure of going through the Scrips that I missed somehow? Thanks for all the help Aaron! From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Aaron Guise Sent: Tuesday, February 19, 2013 3:37 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Could someone help a newb evaluating RT with email setup? ahhh, check /etc/mailname I know postfix uses that to determine whether it will accept mail for that domain. Exim is no doubt similar :) You should change that file to read rt.countrysampler.commailto:r...@rt.countrysampler.com --- Regards, Aaron Guise [Image removed by sender.]aa...@guise.net.nzmailto:aa...@guise.net.nz [Image removed by sender.] [Image removed by sender.] [Image removed by sender.] [Image removed by sender.] On 2013-02-20 10:31, John Buell wrote: Oddly enough, I’m not getting any bounced messages, whether to the local root account, the account as defined in rt (stcad...@countrysampler.commailto:stcad...@countrysampler.com) or to my account (this one) when I enter/change tickets. However, using my local admin account (buelljd) on the Ubuntu box and mailing rt@localhost worked just fine. The system was using exim, I’m changing it to postfix. I finally got this from Outlook: Delivery has failed to these recipients or groups: Request Tracker (r...@rt.countrysampler.com)mailto:r...@rt.countrysampler.com Your message wasn't delivered due to a permission or security issue. It may have been rejected by a moderator, the address may only accept e-mail from certain senders, or another restriction may be preventing delivery. The following organization rejected your message: csmaghpserver. Diagnostic information for administrators: Generating server: CSMAGEX1.us.ecc.ads r...@rt.countrysampler.commailto:r...@rt.countrysampler.com csmaghpserver #554 5.7.1 r...@rt.countrysampler.commailto:r...@rt.countrysampler.com: Relay access denied ## Original message headers: Received: from CSMAGEX1.us.ecc.ads ([::1]) by CSMAGEX1.us.ecc.ads ([::1]) with mapi id 14.01.0438.000; Tue, 19 Feb 2013 12:02:17 -0600 Content-Type: multipart/mixed; boundary=_000_F29439DECCB52B42A0D6B9071C68A5B90FBA1F4FCSMAGEX1useccad_ From: John Buell jbu...@countrysampler.commailto:jbu...@countrysampler.com To: Request Tracker r...@rt.countrysampler.commailto:r...@rt.countrysampler.com Subject: Test Thread-Topic: Test Thread-Index: Ac4Oyz1cSIzIuAUcTNu2u7ZjLDAizg== Date: Tue, 19 Feb 2013 18:02:16 + Message-ID: f29439deccb52b42a0d6b9071c68a5b90fba1...@csmagex1.us.ecc.adsmailto:f29439deccb52b42a0d6b9071c68a5b90fba1...@csmagex1.us.ecc.ads Accept-Language: en-US Content-Language: en-US X-MS-Has-Attach: X-MS-TNEF-Correlator: f29439deccb52b42a0d6b9071c68a5b90fba1...@csmagex1.us.ecc.adsmailto:f29439deccb52b42a0d6b9071c68a5b90fba1...@csmagex1.us.ecc.ads x-originating-ip: [10.1.15.145] MIME-Version: 1.0 So I changed the entry in /etc/hosts from ‘csmaghpserver’ to ‘rt’ From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Aaron Guise Sent: Tuesday, February 19, 2013 2:13 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Could someone help a newb evaluating RT with email setup? Hi John, What mail system have you got on the RT box? Myself I use postfix as my preferred solution. Also when sending an email to any of the contacts you created do you get a bounce at all? That information would be useful in solving this. --- Regards, Aaron Guise [Image removed by sender.]aa...@guise.net.nzmailto:aa...@guise.net.nz [Image removed by sender.] [Image removed by sender.] [Image removed by sender.] [Image removed by sender.] On 2013-02-20 07:43, John Buell wrote: Thanks Aaron, this was a huge step forward for me! I’ve got regular aliases for correspond and comment aliases for comments on my RT box, a connector on Exchange, contacts on Exchange, but I’m still not getting email. I’m not sure what to look at, but if anyone has time to look at a few screenshots, I posted a new gallery on a personal site of mine: http://photos.buellnet.net/GalleryThumbnails.aspx?gallery=3660908 If, on the other hand, you need more information about my network setup (since rt.countrysampler.com is only available within our firewall), please let me know that too. So far I’m really liking this product and our managers seem pleased with it too. From: rt-users-boun...@lists.bestpractical.com
Re: [rt-users] URL Error after upgrading to rt4
Hi Rolf,
It looks like you are missing the closing quotes on the line you inserted:
I insert as line #2
use lib /opt/rt4/lib/RT;
should be
use lib /opt/rt4/lib/RT;
The error message eludes to this by:
(Might be a runaway multi-line string starting on line 2)
Regards
Regards
Chris O'Kelly
Systems Web Administrator
Minecorp Australia
P: 07 3723 1000
M: 0450 586 190
Minecorp Australia
37 Murdoch Circuit
Acacia Ridge QLD 4110
www.minecorp.com.au
Sent Via a Mobile Device.
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Rolf Krogstad
Sent: Wednesday, 20 February 2013 8:05 AM
To: rt-us...@lists.fsck.com
Subject: Re: [rt-users] URL Error after upgrading to rt4
Kevin Falcone falcone at bestpractical.com writes:
On Thu, Feb 14, 2013 at 10:29:30PM +, Rolf Krogstad wrote:
Hello,
I have created a new server (RedHat 5.9 64-bit) and am running the latest
version of MySQL and RT 4.0.10. The old server was RT 3.6.6
There were some bugs in early 3.6 RTs where it would store the full
URL so /rt3/Ticket/Display.html?id=__id__ rather than
/__WebPath__/Ticket/Display.html?id=__id__
With one user I can go in and select a ticket and it opens fine with the
URL:
http://v20labtrack/Ticket/Display.html?id=2973
If I log in as a different user it generates this URL which comes up with
a page not found error:
http://v20labtrack/rt3/Ticket/Display.html?id=2973
This implies some users have a version of the Format for the search
that includes __WebPath__ and some include /rt3/ literally.
There's a new branch that adds an upgrade script
https://github.com/bestpractical/rt/commit/5d887addad62c4da580a651df8c94bd8cdb0
fbb8
You can grab that script and try running it on a development copy of
your data and see if it properly repairs the links for you.
Try it out and let us know how it goes? The branch needs review and
merging, but test results from the field are really helpful.
-kevin
Thanks, Kevin. Not being a perl expert I need some assistance.
I managed to get my library path inserted but have one syntax to correct.
I insert as line #2
use lib /opt/rt4/lib/RT;
I then deleted an empty line from the comment section so the code lines line
up with your example.
I am getting this back on the compile:
syntax error at ./fix-3.6-search-result-format-in-attribute.pl line 66,
near $content-{Format} =~ s!(?=href=)
(Might be a runaway multi-line string starting on line 2)
:66
My URL is generating (for example):
http://v20labtrack/rt3/Ticket/
and I want it to be:
http://v20labtrack/Ticket/
so I changed this line to rt3:
my $path = shift @ARGV || 'rt3';
how do I need to change this one?
$content-{Format} =~ s!(?=href=)/$path(?=/|$)!__WebPath__!ig )
thanks Rolf
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--
RT training in Amsterdam, March 20-21:
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Help improve RT by taking our user survey:
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Re: [rt-users] Could someone help a newb evaluating RT with email setup?
So what I think you need now is a smarthost to relay the mail back, we use this method in our setup. This is simple by adding a line to the postfix main.cf.
relayhost = {exchangeserver}.{domain.com}:25
Replacing {exchangeserver} and {domain.com} with their correct values. Restart Postfix and give it another try :)
---
Regards,Aaron Guise aa...@guise.net.nz
On 2013-02-20 11:15, John Buell wrote:
Changed /etc/mailname and /etc/hostname and then.
Yes, postfix seems to be part of the problem it was rejecting the messages relayed to r...@rt.countrysampler.com but has quit doing that after I changed main.cf. So this is progress! Ive got tickets, I can send email to create new tickets, but Im not getting replies to go anywhere when ownership of a ticket is changed or a ticket is marked resolved. Is there a procedure of going through the Scrips that I missed somehow?
Thanks for all the help Aaron!
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Aaron GuiseSent: Tuesday, February 19, 2013 3:37 PMTo: rt-users@lists.bestpractical.comSubject: Re: [rt-users] Could someone help a newb evaluating RT with email setup?
ahhh, check /etc/mailname
I know postfix uses that to determine whether it will accept mail for that domain. Exim is no doubt similar :)
You should change that file to read rt.countrysampler.com
---
Regards,Aaron Guiseaa...@guise.net.nz
On 2013-02-20 10:31, John Buell wrote:
Oddly enough, Im not getting any bounced messages, whether to the local root account, the account as defined in rt (stcad...@countrysampler.com) or to my account (this one) when I enter/change tickets. However, using my local admin account (buelljd) on the Ubuntu box and mailing rt@localhost worked just fine.
The system was using exim, Im changing it to postfix.
I finally got this from Outlook:
Delivery has failed to these recipients or groups:
Request Tracker (r...@rt.countrysampler.com) Your message wasn't delivered due to a permission or security issue. It may have been rejected by a moderator, the address may only accept e-mail from certain senders, or another restriction may be preventing delivery.
The following organization rejected your message: csmaghpserver.
Diagnostic information for administrators:
Generating server: CSMAGEX1.us.ecc.ads
r...@rt.countrysampler.com csmaghpserver #554 5.7.1 r...@rt.countrysampler.com: Relay access denied ##
Original message headers:
Received: from CSMAGEX1.us.ecc.ads ([::1]) by CSMAGEX1.us.ecc.ads ([::1]) with mapi id 14.01.0438.000; Tue, 19 Feb 2013 12:02:17 -0600 Content-Type: multipart/mixed; boundary="_000_F29439DECCB52B42A0D6B9071C68A5B90FBA1F4FCSMAGEX1useccad_" From: John Buell jbu...@countrysampler.com To: Request Tracker r...@rt.countrysampler.com Subject: Test Thread-Topic: Test Thread-Index: Ac4Oyz1cSIzIuAUcTNu2u7ZjLDAizg== Date: Tue, 19 Feb 2013 18:02:16 + Message-ID: f29439deccb52b42a0d6b9071c68a5b90fba1...@csmagex1.us.ecc.ads Accept-Language: en-US Content-Language: en-US X-MS-Has-Attach: X-MS-TNEF-Correlator: f29439deccb52b42a0d6b9071c68a5b90fba1...@csmagex1.us.ecc.ads x-originating-ip: [10.1.15.145] MIME-Version: 1.0
So I changed the entry in /etc/hosts from csmaghpserver to rt
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Aaron GuiseSent: Tuesday, February 19, 2013 2:13 PMTo: rt-users@lists.bestpractical.comSubject: Re: [rt-users] Could someone help a newb evaluating RT with email setup?
Hi John,
What mail system have you got on the RT box? Myself I use postfix as my preferred solution.
Also when sending an email to any of the contacts you created do you get a bounce at all? That information would be useful in solving this.
---
Regards,Aaron Guiseaa...@guise.net.nz
On 2013-02-20 07:43, John Buell wrote:
Thanks Aaron, this was a huge step forward for me! Ive got regular aliases for correspond and comment aliases for comments on my RT box, a connector on Exchange, contacts on Exchange, but Im still not getting email. Im not sure what to look at, but if anyone has time to look at a few screenshots, I posted a new gallery on a personal site of mine:
http://photos.buellnet.net/GalleryThumbnails.aspx?gallery=3660908
If, on the other hand, you need more information about my network setup (since rt.countrysampler.com is only available within our firewall), please let me know that too. So far Im really liking this product and our managers seem pleased with it too.
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Aaron GuiseSent: Monday, February 18, 2013 9:05 PMTo: rt-users@lists.bestpractical.comSubject: Re: [rt-users] Could someone help a newb evaluating RT with email setup?
I have put some further detail on the Request Tracker wiki @ http://requesttracker.wikia.com/wiki/Relaying_mail_from_Microsoft_Exchange_2007_to_RT
---
Regards,Aaron
Re: [rt-users] URL Error after upgrading to rt4
Tim Wiley tim at marchex.com writes: Is this user dependent on the same machine? Or is each user on a different workstation? It sounds more like something that is machine dependent, not user dependent. This happens if I log in as both users from the same machine. Rolf -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] URL Error after upgrading to rt4
On 02/19/2013 02:09 PM, Chris O'Kelly wrote: Hi Rolf, It looks like you are missing the closing quotes on the line you inserted: I insert as line #2 use lib /opt/rt4/lib/RT; should be use lib /opt/rt4/lib/RT; The lib line should point only to /opt/rt4/lib not the RT/ directory beneath it. -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Getting relative time in a template, configuring SLA and SLA alerting [SOLVED]
-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1
On 02/19/2013 10:48 PM, Kevin Falcone wrote:
On Tue, Feb 19, 2013 at 12:37:42PM +0800, Craig Ringer wrote:
{
my $d = RT::Date-new(RT::SystemUser);
$d-Set(Format='ISO', Value=$Ticket-Due, Timezone=GMT);
our $tdiff = $d-AgeAsString();
You can just say $ticket-DueObj-AgeAsString if you want to tighten
this up.
When you want to replicate something RT does in core in the search
results, you can take a quick look at share/html/Elements/*/ColumnMap
(so look in RT__Ticket/ColumnMap for the DueRelative sub)
Thankyou for the advice. I'll amend the wiki with both points.
- --
Craig Ringer http://www.2ndQuadrant.com/
PostgreSQL Development, 24x7 Support, Training Services
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Version: GnuPG v1.4.13 (GNU/Linux)
Comment: Using GnuPG with Thunderbird - http://www.enigmail.net/
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TfkAn2HhjTTThLjC4nz6pX9f4nw8nILl
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Re: [rt-users] Could someone help a newb evaluating RT with email setup?
Hi I'm using a similar setup here, and find that it works very well. My configuration is: * Addresses are aliases on top-level domain that redirect to same address name on subdomain * Subdomain is defined in DNS with a single MX record pointing to the subdomain name, which has an A record pointing to the RT host * Postfix configured to use a smarthost with SMTP+TLS and authentication for outbound mail The aliases rewrite the destination addresses so I don't have to play games with telling Postfix that it handles mail for the top level domain by putting it in `mydestination`. Nor did I have to change postfix's `origin`; you can set the email sender address in RT, so it's quite fine for postfix to announce its self as the subdomain while delivering mail with From: headers of the main domain. The user never sees the subdomain addresses in email. All I had to do was add: relayhost = [my.smtp.smarthost]:587 smtp_sasl_auth_enable = yes smtp_sasl_password_maps = hash:/etc/postfix/maps/relay_password smtp_sasl_security_options = to main.cf, create /etc/postfix/maps/relay_password as: my.smtp.smarthost smtp-username:smtp-password and postmap it. Then for each of my queues I just entered the top-level domain aliases for the correspond and comment addresses, so RT would use these correctly in outbound mail. Hope this is useful. -- Craig Ringer -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Still not getting all status changes/updates
The No recipients found. Not sending. Message is caused from memory where there are no recipients. For example you are the owner of ticket and requestor also. RT by default will not notify the actor as you already know what you did :). If this is the case then to test you could logout and make an update with another account, root for example and that should send the mail :) --- REGARDS, AARON GUISE aa...@guise.net.nz On 2013-02-20 11:55, John Buell wrote: I'm still wondering if I'm missing something in Scrips or some other setting. While the user gets a message when their ticket is created, whether via the web interface or via email, when anything is done to the ticket, they get no updates. The terminal window on the Ubuntu box is still showing a lot of No recipients found. Not sending. messages. I could post another screenshot sample later if that'll help. -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] URL Error after upgrading to rt4
Chris O'Kelly Chris.okelly at minecorp.com.au writes: Hi Rolf, It looks like you are missing the closing quotes on the line you inserted: I insert as line #2 use lib /opt/rt4/lib/RT; should be use lib /opt/rt4/lib/RT; The error message eludes to this by: (Might be a runaway multi-line string starting on line 2) Regards Regards Chris O'Kelly Systems Web Administrator Minecorp Australia Thanks - that and taking RT out of the lib path fixes the compile. . . . . . .. -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] URL Error after upgrading to rt4
Thomas Sibley trs at bestpractical.com writes: On 02/19/2013 02:09 PM, Chris O'Kelly wrote: Hi Rolf, It looks like you are missing the closing quotes on the line you inserted: I insert as line #2 use lib /opt/rt4/lib/RT; should be use lib /opt/rt4/lib/RT; The lib line should point only to /opt/rt4/lib not the RT/ directory beneath it. RESOLVED Thanks, those two suggestions got me a clean compile. I am not sure if the script made a difference or not. Here is what I am seeing: Ticket 2792 when run from the Quick Search pane - I click on the Queue and then on the Ticket it works. If I click on Ticket 2792 from a personal Query of the user then it inserts the rt3 in the URL. This user has a query to look for open Queries. Running that generated the wrong URL. So I deleted the Query and regenerated it and now it works. Thanks to all for your assistance Rolf NR0T) -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] Could someone help a newb evaluating RT with email setup?
We use Exchange 2007 - RT, setup should be the same in 2010.
- We're using exim because it can be configured to accept emails on a
per queue basis. Exim config looks like:
=
router/310_rt
---
request_tracker3:
debug_print = R: request_tracker3 for \
$local_part$local_part_suffix@$domain \
(calling ${substr_1:${if eq{$local_part_suffix}{}\
{-correspond}\
{$local_part_suffix}}})
driver = redirect
domains = +rt3_domains
local_parts = mysql; QUEUENAME_QUERY
local_part_suffix = -comment
local_part_suffix_optional
pipe_transport = request_tracker3_pipe
data = |/usr/bin/rt-mailgate \
--queue \${lookup mysql{QUEUENAME_QUERY}}\ \
--action ${substr_1:${if eq{$local_part_suffix}{}\
{-correspond}\
{$local_part_suffix}}} \
--url RT3_URL
user = www-data
==
transport/30-rt:
-
request_tracker3_pipe:
debug_print = T: request_tracker3_pipe for $local_part@$domain
driver = pipe
return_fail_output
allow_commands = /usr/bin/rt-mailgate
=
main/10_rt
QUEUENAME_QUERY = \
SELECT Name FROM Queues WHERE \
CorrespondAddress =
'${quote_mysql:$local_part}@${quote_mysql:$domain}' \
AND Disabled = '0'
hide mysql_servers = {mysqlserver}/{rtdb}/{rtuser}/{rtpass}
domainlist rt3_domains = myrtserver.mydomain.com: mydomain.com :
helpdesk.mydomain.com : otherdomainhandledbyrt.com
RT3_URL = https://myrt.mydomain.com/
-
(we're using RT3.8 series still, hopefully someone can fill in if this
setup still works in RT4)
- In Exchange you configure a contact as
myrtqu...@myrthost.mydomain.com. So if someone then emails
myrtqu...@mydomain.com it will be correctly forwarded to the RT
host. Exim will then pick it up, and inject it into the correct queue
via rt-mailgate.
- You should configure the default email address in Exchange to be
myrtqu...@mydomain.com and not myrtqu...@myrthost.mydomain.com
- You obviously need to create the queue in RT, and configure the
email addresses for the queue to match those specified in Exchange
- You need to allow inbound SMTP to your RT host from Exchange and
allow RT to use Exchange as a smarthost out
Let me know how you go,
Regards,
Chris
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[rt-users] RT_SID cookie not invalidated at logout
I use RT on several computers, and found that changes I made to RT-at-a-glance on one were not seen when I re-logged in on another. The browser is presenting the RT_SID cookie from a previous session, and RT then seems to use the cached RT-at-a-glance data perhaps from /opt/rt4/var/session_data. Also if I logout of RT and log in again as a different user, the new user is authenticated correctly and gains the correct rights, but gets the (broken) RT-at-a-glance settings of the previous user. I am running RT 4.0.10 with mod_fcgid 2.3.6 and RT-Authen-ExternalAuth ldap authentication. -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] show all CC email address on email
Dear All, Does anyone know how to show all CC email address on the ticket itself when email out? 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 -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] RT_SID cookie not invalidated at logout
On 02/19/2013 04:32 PM, Jenny Martin wrote: I use RT on several computers, and found that changes I made to RT-at-a-glance on one were not seen when I re-logged in on another. The browser is presenting the RT_SID cookie from a previous session, and RT then seems to use the cached RT-at-a-glance data perhaps from /opt/rt4/var/session_data. The configuration of RT at a glance is indeed stored in the session. This means that if you have two sessions, you'll need to logout of the second and log back in before you'll see changes made by the first. It's generally a minor annoyance since the configuration of the RT at a glance page doesn't usually change very often. RT invalidates the current session on logout, but of course it doesn't invalidate any other sessions the same user may have otherwise you'd be logged out of your other devices. Also if I logout of RT and log in again as a different user, the new user is authenticated correctly and gains the correct rights, but gets the (broken) RT-at-a-glance settings of the previous user. This claim is very different and suggests that RT is mixing sessions between users. I doubt that is happening; all previous cases of mixed sessions between different users was caused by improper caching layers at the webserver or network level. Do you have mod_cache enabled in Apache? Please verify you can reproduce this reliably, and then submit the reproduction steps. If possible, include a network trace (using a wire sniffer or something like Firebug/Web inspector in your browser). I am running RT 4.0.10 with mod_fcgid 2.3.6 and RT-Authen-ExternalAuth ldap authentication. Thanks for the RT version; it's good to see someone running the latest when reporting issues. -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
