Re: [rt-users] Additional CCs send to ticketing system do not get added to case
On Fri, Mar 01, 2013 at 08:50:32PM +, Bunker, Robert wrote:
I have ParseNewMessageForTicketCcs enabled and new cases created by email do
add CC'd addresses as CC roles on the ticket.
The problem I am having is that any subsequent email communication from
people that include new addresses do not get added to roles on the ticket
(and thus don't get updates going forward).
An example would be a user who is communicating on a case CCing their
co-worker on an update. I would prefer to have this person added to the case
and remain on the case.
I would also prefer to have any new people addressed as a To added to case
on subsequent emails.
Does anyone have any suggestions?
do this with a scrip (but may appear to late in your RT workflow) or use
this old patch I already made (it's for 4.0.6).
NB: you may want to modify this patch as it skips Queues Cc/AdminCc
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diff --git a/rt/lib/RT/Interface/Email.pm b/rt/lib/RT/Interface/Email.pm
index 385ba72..0d07bc9 100644
--- a/rt/lib/RT/Interface/Email.pm
+++ b/rt/lib/RT/Interface/Email.pm
@@ -1517,6 +1517,18 @@ sub Gateway {
CurrentUser = $CurrentUser,
QueueObj= $SystemQueueObj
);
+# Skip Ccs that matches current Requestors, Queue Ccs or Queue AdminCc
+my @CleanCc;
+foreach my $HeaderCcAddress ( @Cc ) {
+my $HeaderCcObj = RT::User-new( $CurrentUser );
+$HeaderCcObj-LoadByEmail($HeaderCcAddress);
+next if ( defined $HeaderCcObj-Id ( $HeaderCcObj-Id == $CurrentUser-Id ) );
+next if ( defined $HeaderCcObj-PrincipalObj $SystemQueueObj-IsAdminCc( $HeaderCcObj-PrincipalObj-Id ) );
+next if ( defined $HeaderCcObj-PrincipalObj $SystemQueueObj-IsCc( $HeaderCcObj-PrincipalObj-Id ) );
+
+push @CleanCc, $HeaderCcAddress;
+}
+@Cc = @CleanCc;
}
my ( $id, $Transaction, $ErrStr ) = $Ticket-Create(
@@ -1555,6 +1567,39 @@ sub Gateway {
return ( 0, $error );
}
+# Add Cc as watchers
+if ( RT-Config-Get('ParseNewMessageForTicketCcs') ) {
+my @Cc;
+@Cc = ParseCcAddressesFromHead(
+Head= $head,
+CurrentUser = $CurrentUser,
+QueueObj= $SystemQueueObj
+);
+
+# Skip Ccs that matches current Requestors, Queue Ccs or Queue AdminCc
+my @CleanCc;
+foreach my $HeaderCcAddress ( @Cc ) {
+my $HeaderCcObj = RT::User-new( $CurrentUser );
+$HeaderCcObj-LoadByEmail($HeaderCcAddress);
+next if ( defined $HeaderCcObj-PrincipalObj $Ticket-IsRequestor( $HeaderCcObj-PrincipalObj-Id ) );
+next if ( defined $HeaderCcObj-PrincipalObj $Ticket-IsAdminCc( $HeaderCcObj-PrincipalObj-Id ) );
+next if ( defined $HeaderCcObj-PrincipalObj $Ticket-IsCc( $HeaderCcObj-PrincipalObj-Id ) );
+next if ( defined $HeaderCcObj-PrincipalObj $SystemQueueObj-IsAdminCc( $HeaderCcObj-PrincipalObj-Id ) );
+next if ( defined $HeaderCcObj-PrincipalObj $SystemQueueObj-IsCc( $HeaderCcObj-PrincipalObj-Id ) );
+
+push @CleanCc, $HeaderCcAddress;
+}
+@Cc = @CleanCc;
+
+foreach (@Cc) {
+$RT::Logger-crit(Adding Cc: .$_);
+$Ticket-_AddWatcher(
+Type = 'Cc',
+Email = $_,
+Silent = 1
+);
+}
+}
$args{'ticket'} = $Ticket-id;
} else {
return ( 1, Success, $Ticket );
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Re: [rt-users] ExtractCustomFieldValues installation
On 27/02/2013 17:33, Kevin Falcone wrote: On Wed, Feb 27, 2013 at 05:18:22PM +0100, Philippe Fremy wrote: I have just installed the extension ExtractCustomFieldValues but it does not show up in the list of scrips actions. I did the installation, added the plugin to PM_SiteConfig.pm and restarted the server. Any typical pitfall I might be running into ? Did you run 'make initdb' to modify your database and insert the Scrip Action? http://cpansearch.perl.org/src/FALCONE/RT-Extension-ExtractCustomFieldValues-3.07/README That was the problem indeed. Thanks for the tip. cheers, Philippe -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] RT and MSMTP
I am running RT 4.0.10 using external SMTP server for emailing (fetchmail for receveing and msmtp for delivering). I have able to configure fetchmail with no problem ie. when somebody sends an email to RT, ticket is automatically raised. However, they do not receive anything back. And if somebody replies to the ticket, no email is sent out. (Including precanned reply). My apache conf: AddDefaultCharset UTF-8 Alias /rt/NoAuth/images /usr/local/rt/share/html/NoAuth/images/ ScriptAlias /rt /usr/local/rt/sbin/rt-server.fcgi/ LogLevel debug ErrorLog /usr/local/rt/var/log/error.log DocumentRoot /usr/local/rt/share/html Location /rt #SSLRequireSSL Order allow,deny Allow from all Options +ExecCGI AddHandler fcgid-script fcgi /Location My RT config: Set($rtname, eltoma-offshore.com); Set($WebDomain, centos.eltoma.cyp); Set($WebPort, 80); Set($WebPath, /rt); Set($SendmailPath , /usr/local/rt/etc/msmtp_wrapper); Set($CorrespondAddress, r...@eltoma-offshore.com); Set($CommentAddress, r...@eltoma-offshore.com); Set($Timezone, Asia/Nicosia); Set($MailCommand, sendmail); Set($SendmailArguments, -t); Set($SendmailPath , /usr/local/bin/msmtp); Set($LogToFile, error); Set($LogDir, /var/log); Set($LogToFileNamed, rt.log); MSMTP is working on its own ie. if I send email using msmtp command, I receive it. But RT seems to have issue using it. PS: Logs are not created for some reason (except for RT, which requires file to be created but it is empty). -- 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] Corrupted customfieldvalue error in Apache error_log with migrated RT4
Hi all, I have been experimenting with upgrading our RT 3.8.x installation to rt 4.0.x. I'm nearly done with it, as I have a nicely working RT 4.0.8 on a test server. We have populated the database with a backup of our production system (RT 3.8.10) and we followed all upgrade steps. While RT4 is apparently working well, I am a little concerned about errors I get in Apache's error_log whenever I access RTFM articles. This is an example of the messages I get: [Mon Mar 4 14:55:38 2013] [warning]: Use of uninitialized value in join or string at /opt/rt4/share/html/Elements/ShowCustomFieldBinary line 48. (/opt/rt4/share/html/Elements/ShowCustomFieldBinary:48) [Mon Mar 4 14:55:38 2013] [warning]: Use of uninitialized value in join or string at /opt/rt4/share/html/Elements/ShowCustomFieldBinary line 48. (/opt/rt4/share/html/Elements/ShowCustomFieldBinary:48) [Mon Mar 4 14:55:38 2013] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt4/share/html/Elements/ShowCustomFieldImage line 48. (/opt/rt4/share/html/Elements/ShowCustomFieldImage:48) [Mon Mar 4 14:55:38 2013] [warning]: Use of uninitialized value in join or string at /opt/rt4/share/html/Elements/ShowCustomFieldImage line 49. (/opt/rt4/share/html/Elements/ShowCustomFieldImage:49) [Mon Mar 4 14:55:38 2013] [warning]: Use of uninitialized value in join or string at /opt/rt4/share/html/Elements/ShowCustomFieldImage line 50. (/opt/rt4/share/html/Elements/ShowCustomFieldImage:50) [Mon Mar 4 14:55:38 2013] [error]: WebRT: Corrupted customfieldvalue URL. (/opt/rt4/share/html/Elements/Error:82) There is apparently nothing wrong in the article itself, but that Corrupted customfieldvalue makes me nervous. Moreover, I tried to create a brand new article in RT4 (with text, a file attachment and an image attachment) and when I access *that* article there's no error in the log. Can someone help me debug this issue? T.I.A. Bye Cris -- Cristiano Guadagnino Servizio Data Administration Bankadati S.I. Gruppo Credito Valtellinese Tel. +39-0342-522172 -- 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] New ticket missing from SelfService
On Sat, Mar 02, 2013 at 04:49:33PM +0300, Iain Georgeson wrote:
I'm running into what appears to be a rights issue.
I have an rt 4.0.9 install running. My users are cheerfully raising
tickets through email, but are unable to create tickets with
SelfService because the New ticket link doesn't appear.
The relevant bit of Elements/Tabs appears to be
while ( my $queue = $queues-Next ) {
next unless $queue-CurrentUserHasRight('CreateTicket');
$queue_id = $queue-id;
$queue_count++;
last if ( $queue_count 1 );
}
My users don't have that right on particular queues, however Everyone
has Global CreateTicket. These users are Enabled, but not Privileged.
Does this sound like a bug, or do I need to hand out more rights?
They need SeeQueue - otherwise that loop you see will be empty because
the user can't actually see any queues in order to check CreateTicket
on them.
You don't need SeeQueue for creation by email except for a few corner
cases around CommandByMail.
-kevin
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Re: [rt-users] Delete Post
On Sun, Mar 03, 2013 at 07:49:00AM -0800, bluethundr wrote: I've already changed the password. But the boss is still rather fired up about the issue and still pestering me to do this as some bizarre form of punishment for having done this in the first place. Still need to delete it to get him off my back. If you want to delete something from nabble, contact them directly. We don't run the 'forum' interface to rt-users (a mailing list). Keep in mind that nabble is far from the only public mailing list archive of rt-users. -kevin pgpIEkwHgSPZV.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] RTx::Calendar Causes Compilation Failure after upgrade.
On Sun, Mar 03, 2013 at 08:31:31AM -1000, Camron W. Fox wrote: We've recently migrated from RT3.6.6 on one host to RT4.0.10 on another. I transitioned RTx::Calendar, but when we run RT, we get the following error: [Sun Mar 03 08:19:44 2013] [error] [client 133.40.142.189] Error while loading /opt/rt4/sb in/rt-server: Attempt to reload RTx/Calendar.pm aborted.\nCompilation failed in require at /opt/rt4/sbin/../lib/RT.pm line 686, DATA line 522.\n You never replied to my mail on this topic last week. http://www.gossamer-threads.com/lists/rt/users/114924?search_string=DateTime%2FSet.pm%20not%20found%20in%20%40INC%20;#114924 -kevin If we take RTx::Calendar out of the Set(@Plugins) line in RT_SiteConfig.pm. RT will run, but then we get this error in the My Reminders section: Couldn't find Ticket for reminder 2633. Please contact administrator. pgpb6IbTSE1ES.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] CommandByMail fails after Migration.
On Sun, Mar 03, 2013 at 08:35:48AM -1000, Camron W. Fox wrote: After migrating from RT3.6.6 to RT4.0.10, the RT::Extension::CommandByMail plugin now fails. It installed with no errors and we made sure the MailPlugins were set: @MailPlugins = qw(Auth::MailFrom Filter::TakeAction); That's 3.6 syntax, not 3.8 or greater syntax as documented in the INSTALL file included with the extension. Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction)); -kevin pgpriqMGk4VXo.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 and MSMTP
On Mon, Mar 04, 2013 at 04:41:03PM +0200, Alexander Kucheryuk wrote: Set($SendmailPath , /usr/local/bin/msmtp); Set($LogToFile, error); Set($LogDir, /var/log); Set($LogToFileNamed, rt.log); MSMTP is working on its own ie. if I send email using msmtp command, I receive it. But RT seems to have issue using it. PS: Logs are not created for some reason (except for RT, which requires file to be created but it is empty). LogToFile should be set to something like 'debug' when you're debugging. Also turn on msmtp's log files. Alternately, use a real MTA in relay-only mode, this helps ensure mail won't be lost. -kevin pgpFVeDgYu8BC.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] Corrupted customfieldvalue error in Apache error_log with migrated RT4
On Mon, Mar 04, 2013 at 03:13:06PM +, Guadagnino Cristiano wrote: While RT4 is apparently working well, I am a little concerned about errors I get in Apache's error_log whenever I access RTFM articles. For reference, in RT 4 and greater, they're just Articles. This is an example of the messages I get: [Mon Mar 4 14:55:38 2013] [warning]: Use of uninitialized value in join or string at /opt/rt4/share/html/Elements/ShowCustomFieldBinary line 48. (/opt/rt4/share/html/Elements/ShowCustomFieldBinary:48) [Mon Mar 4 14:55:38 2013] [warning]: Use of uninitialized value in join or string at /opt/rt4/share/html/Elements/ShowCustomFieldBinary line 48. (/opt/rt4/share/html/Elements/ShowCustomFieldBinary:48) [Mon Mar 4 14:55:38 2013] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt4/share/html/Elements/ShowCustomFieldImage line 48. (/opt/rt4/share/html/Elements/ShowCustomFieldImage:48) [Mon Mar 4 14:55:38 2013] [warning]: Use of uninitialized value in join or string at /opt/rt4/share/html/Elements/ShowCustomFieldImage line 49. (/opt/rt4/share/html/Elements/ShowCustomFieldImage:49) [Mon Mar 4 14:55:38 2013] [warning]: Use of uninitialized value in join or string at /opt/rt4/share/html/Elements/ShowCustomFieldImage line 50. (/opt/rt4/share/html/Elements/ShowCustomFieldImage:50) [Mon Mar 4 14:55:38 2013] [error]: WebRT: Corrupted customfieldvalue URL. (/opt/rt4/share/html/Elements/Error:82) There is apparently nothing wrong in the article itself, but that Corrupted customfieldvalue makes me nervous. Moreover, I tried to create a brand new article in RT4 (with text, a file attachment and an image attachment) and when I access *that* article there's no error in the log. This implies that the links being built don't look like this: /Download/CustomFieldValue/id/string they look like something else. Figure out what kinds of links are being generated, check that your ObjectCustomFieldValues table has been upgraded properly. Check that rt-validator passes on your system. etc. -kevin pgpHO02NhF4wG.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 and MSMTP
On Mon, Mar 04, 2013 at 11:25:28AM -0500, Kevin Falcone wrote: [...] Alternately, use a real MTA in relay-only mode, this helps ensure mail won't be lost. +1 having a local mta is a must have and really easy to configure and manage (such as a postfix listen on the loopback). With a true mta, if you're network is down, the mail will stay in the local mailq (with msmtp, the mail will never be sent and you will just have a notice in the ticket history if you run a recent version of RT) and will be sent when network is back. You should add the RT server mailq in your monitoring server. -- Easter-eggs Spécialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 43 35 00 76 mailto:elac...@easter-eggs.com - http://www.easter-eggs.com -- 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 and MSMTP
My linux knowledge is very limited. Which MTA would you advise to use ? (Eg. easier to confgiure and maintain, wider support such as examples, etc). My distro is CentOS 6.3 64bit. On 4/3/2013 6:29 PM, Emmanuel Lacour wrote: On Mon, Mar 04, 2013 at 11:25:28AM -0500, Kevin Falcone wrote: [...] Alternately, use a real MTA in relay-only mode, this helps ensure mail won't be lost. +1 having a local mta is a must have and really easy to configure and manage (such as a postfix listen on the loopback). With a true mta, if you're network is down, the mail will stay in the local mailq (with msmtp, the mail will never be sent and you will just have a notice in the ticket history if you run a recent version of RT) and will be sent when network is back. You should add the RT server mailq in your monitoring server. -- 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] Understanding RT::Extension::MergeUsers
We have enough confusion in our RT user list that I'd like to install this. It's already in our development environment and seems to be working (I'm the only one using it right now). In the event I have to remove it for any reason, do I have to go through and unmerge all the users before doing so, or can I just remove the plugin? -Mark -- 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] Possible to run Scrip every 30 minutes
Is it possible to run a scrip every 30 minutes against a queue? I would like to have tickets that come in to the general queue sit in an unowned state, allowing for technicians to be able to take tickets, but if they sit for a while (or just the arbitrary number of minutes pass, not necessarily the tickets age) the round robin assign script I have installed kicks in on those tickets. The idea I am going for is that if after a given period of time *someone* should be responsible for a ticket, while allowing some time for someone to grab a ticket they know is for them. As opposed to a pure round robin assignment as it is now. --Ryan -- 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] Possible to run Scrip every 30 minutes
On Mon, Mar 04, 2013 at 10:26:52AM -0800, Ryan Hardester wrote: I would like to have tickets that come in to the general queue sit in an unowned state, allowing for technicians to be able to take tickets, but if they sit for a while (or just the arbitrary number of minutes pass, not necessarily the tickets age) the round robin assign script I have installed kicks in on those tickets. The idea I am going for is that if after a given period of time *someone* should be responsible for a ticket, while allowing some time for someone to grab a ticket they know is for them. As opposed to a pure round robin assignment as it is now. You probably want rt-crontool, you can use the Search and Condition arguments to find unowned tickets older than 30 minutes and the Action argument can trigger your existing custom action code (depending on how you implemented the round robin, this may be trivial or require some refactoring). Docs here: http://bestpractical.com/rt/docs/latest/rt-crontool.html -kevin pgpEMK2HIrxx2.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] Understanding RT::Extension::MergeUsers
On 4 Mar 2013, at 18:18, Komarinski, Mark F. mark_komarin...@hms.harvard.edu wrote: We have enough confusion in our RT user list that I'd like to install this. It's already in our development environment and seems to be working (I'm the only one using it right now). In the event I have to remove it for any reason, do I have to go through and unmerge all the users before doing so, or can I just remove the plugin? I seem to recall, having had to do this, that you can remove the merges with relatively simple SQL statements, but I don't recall the details I'm afraid. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. -- 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] Delete Post
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 On 03/05/2013 12:19 AM, Kevin Falcone wrote: On Sun, Mar 03, 2013 at 07:49:00AM -0800, bluethundr wrote: I've already changed the password. But the boss is still rather fired up about the issue and still pestering me to do this as some bizarre form of punishment for having done this in the first place. Still need to delete it to get him off my back. If you want to delete something from nabble, contact them directly. We don't run the 'forum' interface to rt-users (a mailing list). Keep in mind that nabble is far from the only public mailing list archive of rt-users. Additionally, everyone who received a copy by email still has it unless they delete old list mail. You really can't put the cat back in the bag. - -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training Services -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.13 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://www.enigmail.net/ iQEcBAEBAgAGBQJRNSp1AAoJELBXNkqjr+S2zwQIAI3f+eqmCgXJZzT8XIqjdLlQ lmbAppmiyKOFQOND3uybY4OHn1PohtS5qELmr9H63dfE2sxwPE33d+KkLFG4a206 jtq+KK8Lq1ty7GJKBpaRFVN9Hb1kBWMjx2LhObKA1d4qvZ4OpydOCD5Prz+3BOzu StuGk9N73TPgUahrIsUEuilgviCYu9cx6zK/525jj45Qvi1TzWmVi3GDA9TYabLC Yk2eZZObMElTYIpovWx6PFSaZqVkXSsYMO6p+ubd0AQFE7xlzENnteXClvHOdg/B gTOfF8XluNfvqMdIpIVWmopX+XxCz/OqHm5LwEMDyGqFBUzf9kWQHjuN9a2BIaY= =Y0eI -END 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
[rt-users] Is anyone successfully using ExtractCustomFieldValues with a multiple-value IP address field?
I have a scrip and template that use ExtractCustomFieldValues to pull things out of the body of a message. The problem I have is that I can't seem to figure out how to format this for a multi-value IP address field. What is the preferred method of inserting these IP addresses using ExtractCustomFieldValues? Should they be space or comma-seperated? Should they be looped? Should they be repeated in the body of the message individually? An example of strange behavior I'm seeing when attempting to set 192.168.155.130 and 192.168.155.133 as values in a multi-value IP address field: [Mon Mar 4 22:13:34 2013] [debug]: Found value for CF: X-VIPS:192.168.155.130 (/opt/rt/rt4/local/plugins/RT-Extension-ExtractCustomFieldValues/lib/RT/Action/ExtractCustomFieldValues.pm:207) [Mon Mar 4 22:13:34 2013] [info]: CustomFieldValue (VIPS,X-VIPS:192.168.155.130) added: 0 Could not add new custom field value: Couldn't create record: Content is an invalid IP address (/opt/rt/rt4/local/plugins/RT-Extension-ExtractCustomFieldValues/lib/RT/Action/ExtractCustomFieldValues.pm:213) [Mon Mar 4 22:13:34 2013] [debug]: Found value for CF: 192.168.155.133 (/opt/rt/rt4/local/plugins/RT-Extension-ExtractCustomFieldValues/lib/RT/Action/ExtractCustomFieldValues.pm:207) Needless to say I'm surely doing something wrong, I just don't know what. -- 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] Integrating RT with Remedy
Is there a plugin or has anyone done any work on integrating RT with BMC Remedy? Our investigations get sent to e-mail addresses that automatically create tickets in Remedy. We get an automatic reply acknowledging the request from Remedy, but it changes the subject line so the RT ticket number is lost. I have created a custom field so we can store the Remedy ticket number of any incident in RT (this has to be done manually) and even added a URL so when I click on the Remedy ticket number it takes me to a web interface for Remedy and displays the ticket. I'd like to be able to detect the remedy ticket number in an incoming message to RT, look it up and find the corresponding RT ticket and merge the two together. Any suggestions? Regards, Tony. -- Tony Arnold,Tel: +44 (0) 161 275 6093 Head of IT Security,Fax: +44 (0) 705 344 3082 University of Manchester, Mob: +44 (0) 773 330 0039 Manchester M13 9PL. Email: tony.arn...@manchester.ac.uk -- 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] Is anyone successfully using ExtractCustomFieldValues with a multiple-value IP address field?
On 03/04/2013 03:08 PM, Lundberg, Emory wrote: I have a scrip and template that use ExtractCustomFieldValues to pull things out of the body of a message. The problem I have is that I can't seem to figure out how to format this for a multi-value IP address field. What is the preferred method of inserting these IP addresses using ExtractCustomFieldValues? Should they be space or comma-seperated? Should they be looped? Should they be repeated in the body of the message individually? Multiple matches for each value should do the right thing. So should a single match with the values separated by newlines, but that I'm less sure of and didn't verify in the code. An example of strange behavior I'm seeing when attempting to set 192.168.155.130 and 192.168.155.133 as values in a multi-value IP address field: [Mon Mar 4 22:13:34 2013] [debug]: Found value for CF: X-VIPS:192.168.155.130 (/opt/rt/rt4/local/plugins/RT-Extension-ExtractCustomFieldValues/lib/RT/Action/ExtractCustomFieldValues.pm:207) [Mon Mar 4 22:13:34 2013] [info]: CustomFieldValue (VIPS,X-VIPS:192.168.155.130) added: 0 Could not add new custom field value: Couldn't create record: Content is an invalid IP address (/opt/rt/rt4/local/plugins/RT-Extension-ExtractCustomFieldValues/lib/RT/Action/ExtractCustomFieldValues.pm:213) [Mon Mar 4 22:13:34 2013] [debug]: Found value for CF: 192.168.155.133 (/opt/rt/rt4/local/plugins/RT-Extension-ExtractCustomFieldValues/lib/RT/Action/ExtractCustomFieldValues.pm:207) Needless to say I'm surely doing something wrong, I just don't know what. Look at the first error message you get. It's telling you that the value it tried to add is X-VIPS:192.168.155.130 The X-VIPS: part of that is not a valid IP address. The second value succeeds because it's a bare IP address. Looks like you need to fix your regex. -- 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] Changing default account preferences / RT at a Glance
Good day, I've recently deployed RT 4.0.4 in the small business I work for, it is proving highly useful and productive. I've started out by creating a small group of test users to trial the system while we get it off the ground. Now, I am ready to bring more users online. I've set all my queue permissions at group level and am creating new users and placing them in a group; this is all working swell. However, I have tweaked some of the columns available and the sorting on the RT at a Glance screen. Having to manually set these for each user is proving laborious and prone to error. On top of that I like to set the Notify me of unread messages to Yes. What I'm wondering of course is, can I set these parameters at the time of user creation? All my users are the same bar a few Administrator accounts. It would be great to just create a user and be done with it. Any advice/pointers greatly appreciated. -LachieC -- Lachie C VANBAR Imaging www.vanbar.com.au p: 03 9417 5666 -- 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] rt 4.0.10 slow performance
Dear, I upgraded my rt from 3.8.8 to rt 4.0.10 and followed the instructions from README and web.deployment documents, every page takes from 3-5 seconds to load, when i create or update a ticket it takes from 10-30 secs to load. I used apache2 + mod_perl2 + mysql + exim4. I tried to configure mason in apache, and also i installed jsmin but with no luck. Also i check my mysql queries, and they are fast. Please find my config files in the attachments. Can you please help me to tune up my rt to give a faster performance? -- Rakan Bakir Linux Administrator Info2cell.com / Member of Acotel Group Tel: +962 6 5531140 Ext: 228 Website: www.info2cell.com -- 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
