[rt-users] Address Book for RT
Hi all, For the last few days we had some issues when somebody did a mistake in the To: field creating new mail in Outlook. This is bad and now we are thinking about handling customer service somehow without using mail clients. I have used RT in past and that is why RT was my first thought. But after reviewing RT4 demo at http://rt.easter-eggs.org/demos/ I have questions about what could I do with RT now. 1. Could RT keep Address Book within itself with the ability for users to modify contact information for people in it? Also I need RT to create new contact every time when mail from unknown sender arrives. 2. If answer for 1 is positive - could we split this Address Book by groups of contacts (e.g. CustomerCompany1 which contains Contact1, Contact2; CustomerCompany2 contains Contact3,... etc.)? 3. If answer for 1 is positive - could we let RT user to pick up necessary contacts from their groups when creating a new ticket instead of prompting them in the field? Basically, when creating a new ticket, user should fill address fields by himself and could make a mistake. 4. If answer for 1 is positive - could we let RT user to edit address fields when replying to the ticket without editing them in the textbox? E.g., the use case for creating new ticket might be: 1. select queue and click new ticket 2. click Address button on the page and select requestors manually from the Address Book, apply the selection. Selected contacts should appear at the Requestors and Cc fields. -- Wbr, Andrey Tatarnikov
[rt-users] getting MSMTP to work
I am having trouble getting MSMTP to work (which I have working on a previous install). I followed these instructions: http://requesttracker.wikia.com/wiki/Msmtp It works from the command line, if I echo pipe in to msmtp. However, I do not see anything in my msmtp.log when RT is supposed to be sending a message. I have rt set to debug logging, and in the rt.log, I see evidence that it looks like it is looking at sending a message, but no output that says it actually did send it or if it failed. Is there another log, or some other logging to enable? Thanks!
[rt-users] RT and QuickBooks Web Connect
Has anybody here looked at integrating RT and QuickBooks? Right now, when we create / edit tickets we have a CF for Billable/No Charge and Invoice #'s and use Searches to show all resolved tickets without an invoice number. Once they're invoiced we add an invoice number and the ticket disappears from the To be invoiced search. It would be nice of RT could, On Resolve, pass the ticket directly to QuickBooks and create an invoice based on the content. Chad
Re: [rt-users] Unprivileged/Self-Serve users unable to view Custom Fields
- Original Message - Hi, I want everyone so see custom fields, including Self-Serve requesters. I'm running RT 4.0.8 on CentOS 6.2/Apache2.2.24/Postfix-2.2.6. I have everything set up and have implelented some custom fields through the Custom Fields menu. Administrators can see custom fields fine. But unpriviliged users (externally authenticated users in CAS created at their first login cannot. I have Globalm Everyone and Unpriviliged General Rights - SeeCustomField , Custom Fields-Everyone/Unprivileged still no luck. Strangely enough only one user who used to be priviliged/administrator but now is unpriviliged can see custom fields. -- OK ... fixed this one. In or Problem resolved by setting Tools-Global-Group Rights -Add, for Unpriviliged Users, Rights for Staff tab check modify and delete custom field values for objects (ModifyCustomField)
[rt-users] How to modify/get rid of Custom Field Label Input must match [Mandatory]
Hi, I'm running 4.0.8. Is there a way to customize the label so it can say something simple and unambiguous like Required Field ? The label is cryptic and confusing to my end-users. I don't really need any regular expressions (other than the standard checks for escape or overflow inputs) as users input their supervisor/dept in one mandatory custom field and their location in a second. I've looked around at suggestions this maillist and at the code in rt/local/lib/RT/CustomField.pm I don't want to change any functionality within the module - it seems to be a whole lot of questionable modification to change a trivial label. Any suggestions? -- Regards, Duncan.
Re: [rt-users] RT and QuickBooks Web Connect
On Thu, Jun 27, 2013 at 4:45 PM, Chad Osmond chad.osm...@compfitness.comwrote: Has anybody here looked at integrating RT and QuickBooks? Right now, when we create / edit tickets we have a CF for Billable/No Charge and Invoice #’s and use Searches to show all resolved tickets without an invoice number. ** ** Once they’re invoiced we add an invoice number and the ticket disappears from the “To be invoiced” search. It would be nice of RT could, On Resolve, pass the ticket directly to QuickBooks and create an invoice based on the content. Major part is quickbooks part. You need command line tool that can do what you need in quick books. Then you can call it with arguments from RT's scrip On resolve do something in quickbooks by calling command line script. If you end up with command line code for quickbooks that is in perl then you can use code directly from a scrip without executing command line tool and dealing with arguments preparation. ** ** Chad -- Best regards, Ruslan.
Re: [rt-users] getting MSMTP to work
Hi, You don't want msmtp. If msmtp fails to deliver for any reason then RT wouldn't re-try later. This setup is open to delivery failures. On Thu, Jun 27, 2013 at 4:11 PM, SSzretter sszret...@hotmail.com wrote: I am having trouble getting MSMTP to work (which I have working on a previous install). I followed these instructions: http://requesttracker.wikia.com/wiki/Msmtp It works from the command line, if I echo pipe in to msmtp. However, I do not see anything in my msmtp.log when RT is supposed to be sending a message. I have rt set to debug logging, and in the rt.log, I see evidence that it looks like it is looking at sending a message, but no output that says it actually did send it or if it failed. Is there another log, or some other logging to enable? Thanks! -- Best regards, Ruslan.
[rt-users] Problem with RT_SiteConfig changes Showing on Web
System Information: OS: RHEL 5.9 RT version 4 Apache 2.2.24 Mod_perl 2.0 (statically linked) DNS is a little weird. The server is located in a domain different from the one where users access the web site. For instance the server's name is host.domainA but is accessed via the web by host.domainB. The server has a DNS A Record on domainB's DNS server. The server has an A record and an alias on domainA's DNS server. My RT_SiteConfig sets the $rtname, $Organization, and $webdomain to the host.domainB name. VirtualHost xx ErrorLog /opt/rt4/var/log/apache2.error TransferLog /opt/rt4/var/log/apache2.access LogLevel debug AddDefaultCharset UTF-8 DocumentRoot /opt/rt4/share/html Location / Order allow,deny Allow from all SetHandler modperl PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server /Location Perl use Plack::Handler::Apache2; Plack::Handler::Apache2-preload(/opt/rt4/sbin/rt-server); /Perl /VirtualHost I am new to RT and recently stood up my RT server. I am still in the initial configuration stage. When I make changes to the RT_SiteConfig.pm file I then stop/start httpd. However, the changes never make it to the web until I reboot the server. Additionally, when the server comes back up from the reboot, httpd has started but RT has not. I have to start RT by running the command: rt-server . I thought that RT should stop/start with httpd. Does anyone know if there is something I need to do so that when I stop/start apache the RT config will effect its changes to the web? Also, if anyone can tell me if RT is supposed to start/stop with Apache? I have tried making changes to the way my VH is configured in by using the IP, the name, and *. My httpd.conf file is configured to use the httpd-vhosts.conf file. Running httpd -t shows that my vhost file is syntactically correct. I have googled, searched the wiki, and searched through past rt-users inquiries to no avail. The only thing I found was that you need to stop/start httpd rather than just restarting it. Thanks Sarah
Re: [rt-users] Applying the RTIR_FindIP.pm when changing queues instead of On Create
On Wed, Jun 26, 2013 at 09:59:43AM -0700, Landon wrote:
Hello RT Users,
We have a *ton* of tickets in a queue from another instance of RT in our
instance of RTIR
(RT4/RTIR3). I've been able to modify the Lifecycles so that I can move
tickets to the
Incident Reports queue now (thanks Kevin for your advice with that). I'd
like tickets moved
to that queue treated like new Incident Report tickets in RTIR but hitting
some snags.
The condition for On Queue Change itself isn't a problem since that part
is pretty straight
forward (either using the built in On Queue Change or a user defined
condition).
The problem is that the provided SetIPFromContent (which presumably is
the RTIR_FindIP.pm)
doesn't work when using On Queue Change as a condition. This is probably
because the content
of the transaction is that of a queue change and does not contain any
correspondence-style
content and it's not something you can run against the action. What I need
however is
something that will run against each part (attachment?) of this already
existing ticket.
I attempted to do this using a simple loop over each of the transactions
but it's kind of
hacked up and the loop doesn't even seem to run once (as if there are no
transactions with
attachments).
rt-crontool has the --transaction all argument for exactly this usage.
Move your tickets, run rt-crontool (search or condition to find the
tickets) --action FindIP --transaction all
RT will scrap the complete history of those tickets running them
through IP extractor (so all Create/Comment/Correspond would be
checked).
http://bestpractical.com/rt/docs/latest/rt-crontool.html
-kevin
NAME: OnQueueChange Find IPs
Condition: On Queue Change
Action: User Defined
Template: Blank
Stage: Transaction Create
Condition and Preperation: return 1;
Cleanup Code:
use Regexp::Common qw(net);
use NetAddr::IP;
use Data::Validate::IP qw(is_ipv4 is_ipv6);
my $attachments = $self-TransactionObj-Attachments;
my @ourips = RT-Config-Get('OurIPs');
my $CF_Obj = RT::CustomField-new($RT::SystemUser);
$CF_Obj-LoadByName( Name = URL ); # *** See note
my @inserted;
# Loop over each attachment in the TransactionObj and trap IPv4 and IPv6
addresses.
# Insert those into the IP CustomField.
# *** Note - For testing I've changed it to URL and I'm trying to simply
write \
# *** - the word TEST instead.
# *** - URL is a valid CF and this AddValueForObject works outside the \
# *** - while loop below.
#
while (my $message = $attachments-Next) {
next unless $message-ContentType =~
m!^(text/html|text/plain|message|text$)!i;
my $content = $message-Content;
my @lines = split(/\n/,$content);
foreach my $line (@lines) {
if ($line =~ /($RE{net}{IPv4}|$RE{net}{IPv6})/g) {
$CF_Obj-AddValueForObject( Object = $self-TicketObj, Content = TEST )
unless grep($1,@inserted); # *** See note
push(@inserted,$ipaddr);
}
}
}
I've been banging my head against this for a few hours now and can't get
the loop to work it
seems let alone find a way to do this more natively with RTIR_FindIP.pm.
Thanks for reading!
--
Landon Stewart landonstew...@gmail.com
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Re: [rt-users] How to modify/get rid of Custom Field Label Input must match [Mandatory]
On Thu, Jun 27, 2013 at 07:00:38AM -0700, Duncan Napier wrote: The label is cryptic and confusing to my end-users. I don't really need any regular expressions (other than the standard checks for escape or overflow inputs) as users input their supervisor/dept in one mandatory custom field and their location in a second. I've looked around at suggestions this maillist and at the code in rt/local/lib/RT/CustomField.pm I don't want to change any functionality within the module - it seems to be a whole lot of questionable modification to change a trivial label. Any suggestions? To hide it, use the css class on that div. To change it, make a custom en.po with something like msgid Input must match %1 msgstr Enter something -kevin pgpg61dHgta5G.pgp Description: PGP signature
[rt-users] Create child/parent ticket on another queue
Hi all, How can i create a child ticket on another queue. For example: Ticket A has been created in queue X. Team in queue X can not resolve by themselves, must be request queue Y do somethings then team X can resolve ticket. How can they create a child ticket B of ticket A on queue Y Thanks for your help. Regards, Nonnick. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Create-child-parent-ticket-on-another-queue-tp54467.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] Create child/parent ticket on another queue
On 06/26/2013 09:58 PM, nonnick wrote: Hi all, How can i create a child ticket on another queue. For example: Ticket A has been created in queue X. Team in queue X can not resolve by themselves, must be request queue Y do somethings then team X can resolve ticket. How can they create a child ticket B of ticket A on queue Y https://metacpan.org/release/RT-Extension-SpawnLinkedTicketInQueue
