[rt-users] Problem with mail bounce
Hi all, we have a problem when we need to forward a ticket (or part of it) to someone who is not a requestor or CC of the ticket itself. RT currently has a limitation on the forward operation, in that it doesn't allow to add a comment to the forwarded message. This is not acceptable, because the receiving end will not know why he/she receives the message and what we're talking about. To overcome this limitation we usually proceed like this: 1) we copy the text to forward in a new Outlook message 2) we set the sender as the private email address of who is sending 3) we mangle the subject so that it contains the magic RT token with the number of the original ticket 4) we add a special RT adress as BCC; this address is configured so that it triggers a comment action instead of a correspond action This has always worked well, although it is a bit cumbersome. But sometimes the receiving end replies, starting a lengthy new thread that needs to be appended to the ticket history. We can do it by forwarding each message to the special RT address (see step 4 above), but this is not optimal. Instead we thought of modifying the procedure adding a fifth step: 5) set the Reply-To header with our normal RT address This way, when the subject receiving the forwarded email replies, it automatically is appended to the ticket and other participants are notified of the reply. However when we try to do this, RT replies back telling that it cannot record the email, with a permission denied error. The RT log reports that RT believes it got a message from itself and so it did not record it. Here is one example: [Mon May 6 09:42:32 2013] [crit]: RT Received mail ( ) from itself. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:1740) [Mon May 6 09:42:32 2013] [crit]: RT thinks this message may be a bounce (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244) [Mon May 6 09:42:32 2013] [error]: Could not record email: Message Bounced (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75) I can't figure out why RT thinks it is receiving a mail from itself. Is it a bug? Or is there something else that I can't think of? Thank you in advance. Bye Cris -- Cristiano Guadagnino Servizio Data Administration Bankadati S.I. Gruppo Credito Valtellinese Tel. +39-0342-522172
Re: [rt-users] rt-client ruby gem - getting started
What is it you are trying to do that isn't working? Looking at the methods available, it seems they mirror the RT CLI methods: http://rt-client.rubyforge.org/ So if you want to show a ticket like your example, it seems you would call rt.show and pass the ticket id. On 5/4/13 1:33 PM, Peter Roosakos wrote: I'm playing around with the rt-client ruby gem, and running into some difficulty. After adding to my rails app and creating a .rtclientrc file in my project directory, I can successfully access the objects and methods in the console using RT_Client.new. rt = RT_Client.new rt.user = peter returns my user name, so it's successfully accessing the configuration options in my config file. rt.status = RT/3.8.7 200 Ok\n\n# Invalid object specification: 'index.html'\n\nid: index.html\n\n it appears that credentials aren't being passed? rt.cookie returns the contents of the cookie file, which is being created and can be found in the correct specified directory as per the .rtclientrc file. rt.server = https://myserverdomain.com/rt/ and going directly to https://myserverdomain.com/rt/REST.1.0/ticket/1/show?user=usernamepass=password Using the same username and password successfully displays the first ticket, so my credentials are correct I'm on Ruby 1.9.3-p286 Any thoughts on what I might be missing? Using the latest gem, 0.4.1 --
[rt-users] Reverse Proxy IIS 7.5 to access RT server
Greetings, I was wondering if anyone has any insight in the steps needed to successfully use IIS 7.5 to reverse proxy connections to an RT server. I have read the information at: http://blogs.msdn.com/b/carlosag/archive/2010/04/02/setting-up-a-reverse-proxy-using-iis-url-rewrite-and-arr.aspx and http://www.iis.net/learn/extensions/url-rewrite-module/reverse-proxy-rule-template Only to get a 502 Web server received an invalid response while acting as a gateway or proxy server error. Thanks, Shane
Re: [rt-users] Reverse Proxy IIS 7.5 to access RT server
What is your ARR config? On Mon, May 6, 2013 at 10:48 AM, Shane Vedvik sh...@markentsolutions.comwrote: Greetings, ** ** I was wondering if anyone has any insight in the steps needed to successfully use IIS 7.5 to reverse proxy connections to an RT server. I have read the information at: http://blogs.msdn.com/b/carlosag/archive/2010/04/02/setting-up-a-reverse-proxy-using-iis-url-rewrite-and-arr.aspx and http://www.iis.net/learn/extensions/url-rewrite-module/reverse-proxy-rule-template Only to get a 502 Web server received an invalid response while acting as a gateway or proxy server error. ** ** Thanks, ** ** Shane
[rt-users] RT 4.0.5 Pass/forward content type
Hi, In RT 4.0.5 in the ticket history the 'Download (untitled)/with headers' (text/html) button/link does not pass content type, thus the browser displays the html page in plain text, instead of an html page. How can we force the content-type information be passed on thru the button/link? Thank You, Kamber Dalal NSO Verizon Kamber.dalal@ verizon.com
Re: [rt-users] rt-client ruby gem - getting started
Peter, I had slightly more success with an older version of Ruby and the rt/client gem. Here's the info from RVM: ruby-1.8.7-p371 [ i686 ] I was also encountering problems with manipulating objects despite this. If you find a solution, there are others interested. In the interest of expediency and time constraints, I had to switch to Perl to get our initial integration between ticketing (RT) and bug tracking (Rally) back on schedule. Regards, Eli Boaz On 5/4/13 12:33 PM, Peter Roosakos proosa...@yahoo.com wrote: I'm playing around with the rt-client ruby gem, and running into some difficulty. After adding to my rails app and creating a .rtclientrc file in my project directory, I can successfully access the objects and methods in the console using RT_Client.new. rt = RT_Client.new rt.user = peter returns my user name, so it's successfully accessing the configuration options in my config file. rt.status = RT/3.8.7 200 Ok\n\n# Invalid object specification: 'index.html'\n\nid: index.html\n\n it appears that credentials aren't being passed? rt.cookie returns the contents of the cookie file, which is being created and can be found in the correct specified directory as per the .rtclientrc file. rt.server = https://myserverdomain.com/rt/ and going directly to https://myserverdomain.com/rt/REST.1.0/ticket/1/show?user=usernamepass=pa ssword Using the same username and password successfully displays the first ticket, so my credentials are correct I'm on Ruby 1.9.3-p286 Any thoughts on what I might be missing? Using the latest gem, 0.4.1
Re: [rt-users] RT 4.0.5 Pass/forward content type
On 05/06/2013 08:58 AM, Dalal, Kamber Z wrote: Hi, In RT 4.0.5 in the ticket history the ‘Download (untitled)/with headers’ (text/html) button/link does not pass content type, thus the browser displays the html page in plain text, instead of an html page. How can we force the content-type information be passed on thru the button/link? There is a configuration that controls this. It is off by default for security reasons. http://bestpractical.com/rt/docs/latest/RT_Config.html#TrustHTMLAttachments If what you really want is RT to show the (safe, sanitized) HTML in the ticket history directly, you want to instead set the $MaxInlineBody config option to 0 and $PreferRictText to 1. http://bestpractical.com/rt/docs/latest/RT_Config.html#MaxInlineBody http://bestpractical.com/rt/docs/latest/RT_Config.html#PreferRichText
[rt-users] adding update ticket to ticket display
Hello All, I'd like to add an update ticket or quick comment element to the ticket display so users of the webUI don't need to click Actions - Comment|Reply to add an update, ideally this would be placed on the left hand side of the sceen under People. I've taken the 'Update ticket' code from html/Ticket/ModifyAll.html and added it to local/html/Ticket/Display.html but the pages fail to load and there are messages in the rt.log that Global symbol requires explicit package name. I'm assuming this is because I need to add some callbacks to the code but I'm not familiar with them. Can someone give me some pointers on how to get around this, and what's the proper way to submit the update? Thanks! -- Later, Darin
