Re: [rt-users] tmp directory consuming all my disk space
On Mon, May 13, 2013 at 1:59 PM, Mª Eugenia Moreno meugeni...@gmail.comwrote: Hi all, I am using rt-4.0.10 with apache and I just realized that apache is creating a bunch of directories and files like zOBPrM6MZE, yvO466rLPh, ... in /tmp directory which are filling up my disk space. Is it safe to remove all this temporary files/directories? is there a way to tell RT to remove this tmp files periodically? We treat such situations as a bug and fix them. Can you show us your RT site config (w/o passwords)? I hope someone can help. Thanks, Maria -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -- Best regards, Ruslan. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] ContentType LIKE
On Mon, May 13, 2013 at 1:06 PM, Sergio Mesquita sergio.mesqui...@gmail.com wrote: I´m using RT System 4.0.10. When I try to use search criteria – ContentType LIKE, this allways give me an error Nobody would help you without the error you see and search query you use. -- Best regards, Ruslan. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] logic of email transaction on RT
On Sat, May 11, 2013 at 3:45 AM, Andy Lee tarminu...@gmail.com wrote: Hi, I'm just wondering where is the logic stored for when a user replies to an email that was generated by RT. How does RT know that particular comment replied via email goes to a particular ticket number? Where is that logic stored and is it modifiable? Thanks! Modifiable, see RepliesToResolved extension from CPAN. It's simple, but teach you all you need. Andy -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -- Best regards, Ruslan. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Modify email and ticket subject for tickets created from email
On Fri, May 10, 2013 at 10:40 PM, Don Smitheimer don.smithei...@oss.tgs-solutions.com wrote: Hi All, ** ** I managed to get this working pretty well, but I would like to know if there’s a smarter way to implement it. ** ** I have RT4. ** ** Here’s the overview: We have attempted to adopt a standard email subject format of the form: “Env|Sev|Msg|Tickets,” where Env is environment and can be Prod, SIT, etc.; Sev stands for Severity and can be of the form Sev-1, Sev-2, etc; Msg is the actual subject, and Tickets is a comma-separated string of tickets where the RT ticket will be the first. ** ** The plan was to send an email to RT with the first 3 fields completed, RT will create the ticket and append the ticket number tag to the subject, such that subsequent emails will be captured by RT in the ticket. ** ** It works on my RT sandbox. I created a scrip and template to change the ticket subject and email subject. The perl code does more than just append the tag. I have logic to check for abbreviations for the different environments (such as using prd vs PROD), and using sev1 rather than Sev-1, etc. ** ** Since the logic to change the subject for both the email and the ticket is basically the same, I need to maintain essentially the same code in both places. ** ** My question: is there a smarter or better way to make this work? ** ** Please note: I want to expand the requirement to change a ticket’s custom fields based on subject contents. For example, if the subject has PROD, I want to automatically set the environment custom field to PROD. ** Have you looked at ExtractCustomFieldValues extension? ** Thanks much, Don ** ** -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -- Best regards, Ruslan. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Multiple attachments
Internal Server Error means that you have something in apache's log. On Fri, May 10, 2013 at 9:09 PM, Thomas Sibley t...@bestpractical.comwrote: On 05/10/2013 05:12 AM, Alexander Kucheryuk wrote: Hi! I am running 4.0.12. Adding multiple attachment is not working. I can add one attachment (to ticket) and everything is fine. If I click add more files, I get redirected to Internal Server Error page. My logging level is set to debug, however, nothing shows up in logs. This is NOT self service. Can't reproduce this locally on 4.0.12. If there's an internal sever error, then there *must* be some sort of logs. Perhaps you're not looking in the right place? -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -- Best regards, Ruslan. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] rt-email-dashboards CRON strange error Debian RT 4.0.7
On 05/13/2013 06:59 AM, David Lane (IT Support) wrote: Now I have a couple of other issue which could be unrelated (1) admins get copies of their own admincc messages There is a $NotifyActor site-wide config option and a per-user preference. (2) help-comm...@domain.com mailto:help-comm...@domain.com is ignored and email comments are taken as correspondance You didn't show your /etc/aliases file, but I expect you have help-comment to run rt-mailgate --action correspond instead of --action comment. [Mon May 13 13:00:08 2013] [error]: Can't locate object method err_headers_out via package RT::Dashboard::FakeRequest at /usr/share/request-tracker4/lib/RT/Interface/Web.pm line 891, DATA line 1000. (/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209) [Mon May 13 13:00:08 2013] [error]: Caught exception: An internal RT error has occurred. Your administrator can find more details in RT's log files. (/usr/share/request-tracker4/lib/RT/Dashboard/Mailer.pm:117) Upgrade to RT 4.0.9. This was first fixed in that version. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] RES: Problems with msmtp
Hi Wagner,
Try to use a real MTA like postfix or sendmail, if you have any error your
mail wont be lost since MTA will retry.
BTW, How are you creating those tickets? Your logs show us that don't have any
recipients but I think its from Scrip3 Notify AdminCC On Create
That line show that your mails was delivered, look at SPAM/Junk folder
May 8 21:01:04 RT RT: rt-3.8.8-3131-1368057663-110.47-3-0@RT sent To:
wag...@sincronismotelecom.com
(/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:315)
PS: I don't have experience with msmtp or ssmtp, so this is my guess to hep you.
PS: Saw in your signature and im near you, Pacaembu too.
De: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] Em nome de Wagner
Enviada em: quarta-feira, 8 de maio de 2013 21:54
Para: rt-users@lists.bestpractical.com
Assunto: [rt-users] Problems with msmtp
Hello List,
I'm new here,
I'm trying to install the RT 3.8 but am having problems with sending emails.
Configuration RT_SiteConfig.pm:
Set($SendmailPath , /etc/request-tracker3.8/msmtp_wrapper.sh);
Set($RTAddressRegexp ,
'^help(-comment)?\@(help|admin)\.(example\.org|ourother\.domain\.com)$');
Set($rtname, 'rt.RT');
Set($Organization, 'RT');
Set($CorrespondAddress , 'rt@RT');
Set($CommentAddress , 'rt-comment@RT');
Set($WebPath , /rt);
Set($WebBaseURL , http://RT;http://RT);
Set($DatabaseType, $typemap{mysql} || UNKNOWN);
Set($DatabaseHost, 'localhost');
Set($DatabasePort, '');
Set($DatabaseUser , 'rtuser');
Set($DatabasePassword , '*');
Configuration msmtp.conf:
defaults
logfile /var/log/msmtp.log
account default
host smtp.gmail.com
port 587
protocol smtp
tls on
tls_certcheck off
auth on
user supo...@sincronimotelecom.commailto:supo...@sincronimotelecom.com
password
auto_from on
Error:
syslog:
May 8 21:01:04 RT RTmailer: CALL /usr/bin/msmtp -nt -oi -t RETURNED 78
May 8 21:01:04 RT RT:
rt-3.8.8-3131-1368057663-110.47-3-0@RTmailto:rt-3.8.8-3131-1368057663-110.47-3-0@RT
sent To: wag...@sincronismotelecom.commailto:wag...@sincronismotelecom.com
(/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:315)
May 8 21:01:04 RT RT:
rt-3.8.8-3131-1368057663-1446.47-4-0@RTmailto:rt-3.8.8-3131-1368057663-1446.47-4-0@RT
#47/306 - Scrip 4 On Create Notify AdminCcs
(/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:284)
May 8 21:01:04 RT RT:
rt-3.8.8-3131-1368057663-1446.47-4-0@RTmailto:rt-3.8.8-3131-1368057663-1446.47-4-0@RT
No recipients found. Not sending.
(/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:382)
May 8 21:01:04 RT RT: Ticket 47 created in queue 'General' by Wagner
(/usr/share/request-tracker3.8/lib/RT/Ticket_Overlay.pm:671)
May 8 21:02:26 RT RT:
rt-3.8.8-3103-1368057746-1625.48-3-0@RTmailto:rt-3.8.8-3103-1368057746-1625.48-3-0@RT
#48/312 - Scrip 3 On Create Autoreply To Requestors
(/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:284)
msmtp.log:
exitcode=EX_UNAVAILABLE
Changing the condiguração msmtp.conf for:
defaults
logfile /var/log/msmtp.log
account default
host smtp.gmail.com
port 465
protocol smtp
auth on
tls on
tls_starttls on
tls_trust_file /etc/ssl/certs/ca-certificates.crt
#tls_trust_file /etc/ssl/certs/Equifax_Secure_CA.pem
user supo...@sincronimotelecom.commailto:supo...@sincronimotelecom.com
password
auto_from on
Error:
syslog:
time_out
Or Changing condiguração the msmtp.conf for:
defaults
logfile /var/log/msmtp.log
account default
host smtp.gmail.com
port 587
protocol smtp
auth on
tls on
tls_starttls on
tls_trust_file /etc/ssl/certs/ca-certificates.crt
#tls_trust_file /etc/ssl/certs/Equifax_Secure_CA.pem
user supo...@sincronimotelecom.commailto:supo...@sincronimotelecom.com
password
auto_from on
Error:
syslog:
May 8 21:17:28 RT RT:
rt-3.8.8-4037-1368058648-849.50-3-0@RTmailto:rt-3.8.8-4037-1368058648-849.50-3-0@RT
#50/326 - Scrip 3 On Create Autoreply To Requestors
(/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:284)
May 8 21:17:28 RT RT:
rt-3.8.8-4037-1368058648-849.50-3-0@RTmailto:rt-3.8.8-4037-1368058648-849.50-3-0@RT
sent To: wag...@sincronismotelecom.commailto:wag...@sincronismotelecom.com
(/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:315)
May 8 21:17:28 RT RT:
rt-3.8.8-4037-1368058648-170.50-4-0@RTmailto:rt-3.8.8-4037-1368058648-170.50-4-0@RT
#50/326 - Scrip 4 On Create Notify AdminCcs
(/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:284)
May 8 21:17:28 RT RT:
rt-3.8.8-4037-1368058648-170.50-4-0@RTmailto:rt-3.8.8-4037-1368058648-170.50-4-0@RT
No recipients found. Not sending.
(/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:382)
May 8 21:17:28 RT RT: Ticket 50 created in queue 'General' by Wagner
(/usr/share/request-tracker3.8/lib/RT/Ticket_Overlay.pm:671)
msmtp.log:
May 08 21:07:28 host=smtp.gmail.com tls=off auth=on
user=supo...@sincronimotelecom.commailto:user=supo...@sincronimotelecom.com
from=www-data
[rt-users] using rt command line to check whether a queue exists
Hello All, I've been playing around w/scripting the creation of queues and haven't been able to figure this out. How do I use the rt command line tool to list whether a queue exists or not? 'rt ls -t queue name = queue1' throws unsupported object, rt list -q queue1 lists the tickets. Ideally a command that throw's an exit code, 0=true or 1=false, would be great but I can work w/whatever output. Thanks! -- Later, Darin -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] Playing WAV file attachment from RT ticket
From time to time we have users forward voicemails to our RT4 system. If an agent right-clicks and saves the file, then opens it, it launches media player fine and they can hear it. But, if you just click the attachment, it'll open media player, but error out. It looks like what happens is media player is actually trying to go to the URL of the attachment. This fails because of authentication. I can see that in the apache logs. Is there any way to force this to work properly? Maybe force download of the file before launching media player? Turn off authentication for wav attachment URL's if the player matches media player? Thanks, Brent -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] using rt command line to check whether a queue exists
On 05/13/2013 11:00 AM, Darin Perusich wrote: Hello All, I've been playing around w/scripting the creation of queues and haven't been able to figure this out. How do I use the rt command line tool to list whether a queue exists or not? 'rt ls -t queue name = queue1' throws unsupported object, rt list -q queue1 lists the tickets. ls/list is for tickets only. You want show: rt show queue/FooBar rt show queue/13 rt show -t queue Foo Bar -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] RT at a Glance error after upgrade from 4.011 to 4.0.12
After upgrade from 4.0.11 to 4.0.12 I get these errors in the rt.log when
access RT at a Glance from the Modify users page and from the Tools
Configuration Global RT at a Glance menus.
This is only occurring under root as all users do not have access to the
tools or user menus
Error on screen when trying to access RT at a Glance from the webui
An internal RT error has occurred. Your administrator can find more details
in RT's log files.
I have the mod_perl set, not a change for us since we were using it before
the upgrade.
below is errors from rt4/var/log. System_Configuration.html
http://requesttracker.8502.n7.nabble.com/file/n53829/System_Configuration.html
[Mon May 13 17:41:52 2013] [error]: Can't call method Content on an
undefined value at /opt/rt4/share/html/Admin/Users/MyRT.html line 96.
Stack:
[/opt/rt4/share/html/Admin/Users/MyRT.html:96]
[/opt/rt4/share/html/Admin/autohandler:49]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:634]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335]
[/opt/rt4/share/html/autohandler:53]
(/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208)
and this error
Stack:
[/opt/rt4/share/html/Admin/Global/MyRT.html:69]
[/opt/rt4/share/html/Admin/autohandler:49]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:634]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335]
[/opt/rt4/share/html/autohandler:53]
(/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208)
[Mon May 13 17:59:59 2013] [error]: Can't call method Content on an
undefined value at /opt/rt4/share/html/Admin/Global/MyRT.html line 69,
DATA line 1662.
mysql select
- id, Name, Description, ObjectType, ObjectId from Attributes
- where ObjectType='RT::System';
++-+-++--+
| id | Name| Description |
ObjectType | ObjectId |
++-+-++--+
| 1 | QueueCacheNeedsUpdate | 0 |
RT::System |1 |
| 2 | Search - My Tickets | [_1] highest priority tickets I own |
RT::System |1 |
| 3 | Search - Unowned Tickets| [_1] newest unowned tickets |
RT::System |1 |
| 4 | Search - Bookmarked Tickets | Bookmarked Tickets |
RT::System |1 |
| 5 | HomepageSettings| HomepageSettings|
RT::System |1 |
| 9 | SavedSearch | [_1] My Tickets |
RT::System |1 |
| 12 | SavedSearch | My Request |
RT::System |1 |
| 14 | UserLogo| User-provided logo |
RT::System |1 |
++-+-++--+
8 rows in set (0.00 sec)
mysql select id, Name, Created, LastUpdated from Users where Name in
- ('RT_System', 'Nobody', 'root');
++---+-+-+
| id | Name | Created | LastUpdated |
++---+-+-+
| 1 | RT_System | 2013-01-10 21:07:52 | 2013-01-10 21:07:52 |
| 6 | Nobody| 2013-01-10 21:07:52 | 2013-01-10 21:07:52 |
| 12 | root | 2013-01-10 21:07:52 | 2013-01-14 13:37:29 |
++---+-+-+
3 rows in set (0.00 sec)
mysql select id, Domain, Type, Created, LastUpdated from Groups where Type
in
- ('Everyone', 'Privileged', 'Unprivileged');
+++--+-+-+
| id | Domain | Type | Created | LastUpdated
|
+++--+-+-+
| 3 | SystemInternal | Everyone | 2013-01-10 21:07:52 | 2013-01-10
21:07:52 |
| 4 | SystemInternal | Privileged | 2013-01-10 21:07:52 | 2013-01-10
21:07:52 |
| 5 | SystemInternal | Unprivileged | 2013-01-10 21:07:52 | 2013-01-10
21:07:52 |
+++--+-+-+
3 rows in set (0.00 sec)
--
View this message in context:
http://requesttracker.8502.n7.nabble.com/RT-at-a-Glance-error-after-upgrade-from-4-011-to-4-0-12-tp53829.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
--
RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] using rt command line to check whether a queue exists
On Mon, May 13, 2013 at 3:14 PM, Thomas Sibley t...@bestpractical.com wrote: On 05/13/2013 11:00 AM, Darin Perusich wrote: Hello All, I've been playing around w/scripting the creation of queues and haven't been able to figure this out. How do I use the rt command line tool to list whether a queue exists or not? 'rt ls -t queue name = queue1' throws unsupported object, rt list -q queue1 lists the tickets. ls/list is for tickets only. You want show: rt show queue/FooBar rt show queue/13 rt show -t queue Foo Bar Excellent...thanks! -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Want to pass a CF value to a child ticket in a different queue
Rus
Thank you so much. I had not seen this info before and it did solve my issue.
Not being a programmer did challenge me on how to relate the actual value but
more searching proved fruitful.
Thanks you again very much.
BTW, here is the final template that works great!
===Create-Ticket: Financial Aid and Scholarships - Referral
Subject: Referral to Counselor from Walk-In:{$Tickets{'TOP'}-Subject}
Referred-To-By: {$Tickets{'TOP'}-Id}
Queue: Financial Aid and Scholarships - Referral
InitialPriority: 99
FinalPriority: 99
Requestor: {$Tickets{'TOP'}-RequestorAddresses}
FAID-Last-Name-Grouping-Web:
{$Tickets{'TOP'}-FirstCustomFieldValue('FAID-Last-Name-Grouping-Web')}
Content: This request is a referral from a walk-in customer for Financial Aid
and Scholarships. The initial ticket has been closed but linked to this ticket
for any pertinent information
ENDOFCONTENT
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
On May 9, 2013, at 4:53 PM, Ruslan Zakirov wrote:
On Thu, May 9, 2013 at 5:13 AM, Joe Kirby ki...@umbc.edu wrote:
Below is a template that works great for creating a child ticket automatically
===Create-Ticket: Financial Aid and Scholarships - Referral
Subject: Referral to Counselor from Walk-In::{$Tickets{'TOP'}-Subject}
Referred-To-By: {$Tickets{'TOP'}-Id}
Queue: Financial Aid and Scholarships - Referral
InitialPriority: 99
FinalPriority: 99
Requestor: {$Tickets{'TOP'}-RequestorAddresses}
Content: This request is a referral from a walk-in customer for Financial Aid
and Scholarships. The initial ticket has been closed but linked to this
ticket for any pertinent information
ENDOFCONTENT
I have searched the wiki looking for an example of how I can pass a custom
field value from a parent to the child.
I was hoping if I assigned the custom fields to both queues, the parent and
the child queues, then I could pass the value from the parent to the child
via this template.
Can anyone suggest a solution.
Have you looked at documentation?
http://bestpractical.com/rt/docs/latest/RT/Action/CreateTickets.html#Acceptable-Fields
Thanks
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
--
RT Training in Seattle, June 19-20: http://bestpractical.com/training
--
Best regards, Ruslan.
--
RT Training in Seattle, June 19-20: http://bestpractical.com/training
