[rt-users] Prevent 'Reply' to ticket?
Hi I have a queue to which I want to prevent anyone 'reply'-ing. Despite removing all 'Reply to ticket' rights for all groups, and having no 'user' rights at all, it's still possible for my normal non-superuser account to reply to the ticket. What am I missing? Thanks for any help... -- Jon 'Boli' Copeland Network Engineer IT Sales Services Ltd b...@itss.co.tz +255 (0) 685 374780 -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
[rt-users] Change Queue
I would like to know if this is the place to ask if someone would write a custom action to be used by rt-crontool? I would like this custom action to change the queue on a ticket based on the list returned by the query from rt-crontool. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 . 262-783-6261 ext. 2296 bba...@copesan.com www.copesan.com Servicing North America with Local Care -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
Re: [rt-users] Change Queue
Ok tried something on my own I copied SetPriority.pm module to ChangeQueue.pm
and change code to
When I try and execute this with rt-crontool I get
[Thu Sep 26 17:39:21 2013] [critical]: Failed to load module
RT::Action::ChangeQueue. () at /usr/bin/rt-crontool line 305.
(/usr/lib/perl5/vendor_perl/5.16.2/RT.pm:400)
Failed to load module RT::Action::ChangeQueue. () at /usr/bin/rt-crontool line
305.
I have compared the permissions on both file and everything looks the same.
package RT::Action::ChangeQueue;
use base 'RT::Action';
use strict;
use warnings;
#Do what we need to do and send it out.
#What does this type of Action does
sub Describe {
my $self = shift;
return (ref $self . will set a ticket's priority to the argument
provided.);
}
sub Prepare {
# nothing to prepare
return 1;
}
sub Commit {
my $self = shift;
my $currentqueue = $ticket-Queue;
## Did this to validate what is happening before I do it.
print Current Queue $currentqueue, New Queue $self-Argument\n;
#$self-TicketObj-SetQueue($self-Argument);
}
RT::Base-_ImportOverlays();
1;
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 . 262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
Servicing North America with Local Care
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Bryon Baker
Sent: Thursday, September 26, 2013 11:54 AM
To: RT Users
Subject: [rt-users] Change Queue
I would like to know if this is the place to ask if someone would write a
custom action to be used by rt-crontool?
I would like this custom action to change the queue on a ticket based on the
list returned by the query from rt-crontool.
Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 . 262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
Servicing North America with Local Care
--
RT Training in New York, October 8th and 9th: http://bestpractical.com/training
--
RT Training in New York, October 8th and 9th: http://bestpractical.com/training
Re: [rt-users] Change Queue
Ok it looks like rt-crontool is not finding the new module I created.
Where should this new module be located?
Currently it is in the same location as the other modules.
/usr/lib/perl5/vendor_perl/5.16.2/RT/Action
Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 . 262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
Servicing North America with Local Care
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Bryon Baker
Sent: Thursday, September 26, 2013 12:46 PM
To: RT Users
Subject: Re: [rt-users] Change Queue
Ok tried something on my own I copied SetPriority.pm module to ChangeQueue.pm
and change code to
When I try and execute this with rt-crontool I get
[Thu Sep 26 17:39:21 2013] [critical]: Failed to load module
RT::Action::ChangeQueue. () at /usr/bin/rt-crontool line 305.
(/usr/lib/perl5/vendor_perl/5.16.2/RT.pm:400)
Failed to load module RT::Action::ChangeQueue. () at /usr/bin/rt-crontool line
305.
I have compared the permissions on both file and everything looks the same.
package RT::Action::ChangeQueue;
use base 'RT::Action';
use strict;
use warnings;
#Do what we need to do and send it out.
#What does this type of Action does
sub Describe {
my $self = shift;
return (ref $self . will set a ticket's priority to the argument
provided.); }
sub Prepare {
# nothing to prepare
return 1;
}
sub Commit {
my $self = shift;
my $currentqueue = $ticket-Queue;
## Did this to validate what is happening before I do it.
print Current Queue $currentqueue, New Queue $self-Argument\n;
#$self-TicketObj-SetQueue($self-Argument);
}
RT::Base-_ImportOverlays();
1;
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 . 262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
Servicing North America with Local Care
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Bryon Baker
Sent: Thursday, September 26, 2013 11:54 AM
To: RT Users
Subject: [rt-users] Change Queue
I would like to know if this is the place to ask if someone would write a
custom action to be used by rt-crontool?
I would like this custom action to change the queue on a ticket based on the
list returned by the query from rt-crontool.
Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 . 262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
Servicing North America with Local Care
--
RT Training in New York, October 8th and 9th: http://bestpractical.com/training
--
RT Training in New York, October 8th and 9th: http://bestpractical.com/training
--
RT Training in New York, October 8th and 9th: http://bestpractical.com/training
[rt-users] Need Help Understanding
I am setting up email reply and I want the email to go out the everyone. Description: On Correspond Notify All Watchers Condition: On Correspond Action: Notify Owner, Requestor, Ccs and AdminCcs Template: Global template: Correspondence Stage: Transaction I fill out the fields for Bcc, Cc. The outgoing email recorded is as follows. But there are not any entries for the Bcc or Cc the I added. The Bcc listed is the owner which is correct ad the To: is correct as the original ticket requestor. Subject: [copesan.com #14358] Testing email From: Enoch Root via RT clientserv...@copesan.com Reply-To: clientserv...@copesan.com In-Reply-To: rt-4.0.13-26291-1380229115-763.14358-85-0@Copsean_Service_Inc References: RT-Ticket-14358@Copsean_Service_Inc rt-4.0.13-26291-1380229115-763.14358-85-0@Copsean_Service_Inc Message-ID: rt-4.0.13-27105-1380230411-1364.14358-85-0@Copsean_Service_Inc Precedence: bulk X-RT-Loop-Prevention: copesan.com RT-Ticket: copesan.com #14358 Managed-BY: RT 4.0.13 (http://www.bestpractical.com/rt/) RT-Originator: root@localhost To: bba...@copesan.com BCC: cnakab...@copesan.com MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset=utf-8 X-RT-Original-Encoding: utf-8 Date: Thu, 26 Sep 2013 16:20:11 -0500 Also if the RT-Originator: field is the same as the owner no messages will go to that person. RT-Send-CC: cnakab...@copesan.com Cnakabugo did the reply and put herself in as the Cc. Subject: [copesan.com #14358] Testing email From: Catherine Nakabugo via RT clientserv...@copesan.com Reply-To: clientserv...@copesan.com In-Reply-To: rt-4.0.13-26291-1380229115-763.14358-85-0@Copsean_Service_Inc References: RT-Ticket-14358@Copsean_Service_Inc rt-4.0.13-26291-1380229115-763.14358-85-0@Copsean_Service_Inc Message-ID: rt-4.0.13-26894-1380229838-713.14358-85-0@Copsean_Service_Inc Precedence: bulk X-RT-Loop-Prevention: copesan.com RT-Ticket: copesan.com #14358 Managed-BY: RT 4.0.13 (http://www.bestpractical.com/rt/) RT-Originator: cnakab...@copesan.com To: bba...@copesan.com MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset=utf-8 X-RT-Original-Encoding: utf-8 Date: Thu, 26 Sep 2013 16:10:38 -0500 What am I missing? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
Re: [rt-users] Change Queue
On 26 September 2013 10:45, Bryon Baker bba...@copesan.com wrote:
Ok tried something on my own I copied SetPriority.pm module to
ChangeQueue.pm and change code to
When I try and execute this with rt-crontool I get
[Thu Sep 26 17:39:21 2013] [critical]: Failed to load module
RT::Action::ChangeQueue. () at /usr/bin/rt-crontool line 305.
(/usr/lib/perl5/vendor_perl/5.16.2/RT.pm:400)
Failed to load module RT::Action::ChangeQueue. () at /usr/bin/rt-crontool
line 305.
I have compared the permissions on both file and everything looks the same.
package RT::Action::ChangeQueue;
use base 'RT::Action';
use strict;
use warnings;
#Do what we need to do and send it out.
#What does this type of Action does
sub Describe {
my $self = shift;
return (ref $self . will set a ticket's priority to the argument
provided.);
That looks weird… ref $self? That'd probably return HASH will set
ticket's… or something. I'd nuke it entirely anyway since you don't need
this sub.
sub Prepare {
# nothing to prepare
return 1;
}
Nuke this since you don't need it.
sub Commit {
my $self = shift;
my $currentqueue = $*ticket*-Queue;
You haven't dereferenced $self-TicketObj into $ticket yet above.
## Did this to validate what is happening before I do it.
print Current Queue $currentqueue, New Queue *$self-Argument*\n;
#$self-TicketObj-SetQueue($self-Argument);
}
This print line would be interpreted as:
print Current Queue .$currentqueue., New Queue .$self.-Argument\n;
Probably not what you want…
*By the way there might already be an action called SetQueue.pm in your
lib/RT/Actions/ directory.*
If you want to keep working on your module though - try this.
This ChangeQueue.pm should be located in /opt/rt4/lib/RT/Action/ or
equivalent. I've removed SetQueue() like you did so it won't actually
modify the ticket.
package RT::Action::ChangeQueue;
use base 'RT::Action';
use strict;
use warnings;
sub Commit {
my $self = shift;
my $ticket = $self-TicketObj;
my $cq = $ticket-Queue;
my $nq = $self-Argument;
print Current Queue $cq, New Queue $nq\n;
# or
print Current Queue .$self-TicketObj-Queue., New Queue
.$self-Argument.\n;
# or
print Current Queue .$ticket-Queue., New Queue
.$self-Argument.\n;
}
RT::Base-_ImportOverlays();
1;
Give this line a new Queue ID# and a ticket # and watch the magic:
/opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --action
RT::Action::ChangeQueue --action-arg qid --transaction first --verbose
--search-arg 'id = ticketid'
--
Landon Stewart :: lstew...@iweb.com
Lead Specialist, Abuse and Security Management
Spécialiste principal, gestion des abus et sécurité
http://iweb.com :: +1 (888) 909-4932
--
RT Training in New York, October 8th and 9th: http://bestpractical.com/training
Re: [rt-users] Change Queue
Thanks Landon for the tips and info. The suggestions are working great and I
am moving on.
Also by the way there is not an action of this type in the actions directory.
Again Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 * 262-783-6261 ext. 2296
bba...@copesan.commailto:cstep...@copesan.com
www.copesan.comhttp://www.copesan.com/
Servicing North America with Local Care
From: Landon Stewart [mailto:lstew...@iweb.com]
Sent: Thursday, September 26, 2013 5:57 PM
To: Bryon Baker
Cc: RT Users
Subject: Re: [rt-users] Change Queue
On 26 September 2013 10:45, Bryon Baker
bba...@copesan.commailto:bba...@copesan.com wrote:
Ok tried something on my own I copied SetPriority.pm module to ChangeQueue.pm
and change code to
When I try and execute this with rt-crontool I get
[Thu Sep 26 17:39:21 2013] [critical]: Failed to load module
RT::Action::ChangeQueue. () at /usr/bin/rt-crontool line 305.
(/usr/lib/perl5/vendor_perl/5.16.2/RT.pm:400)
Failed to load module RT::Action::ChangeQueue. () at /usr/bin/rt-crontool line
305.
I have compared the permissions on both file and everything looks the same.
package RT::Action::ChangeQueue;
use base 'RT::Action';
use strict;
use warnings;
#Do what we need to do and send it out.
#What does this type of Action does
sub Describe {
my $self = shift;
return (ref $self . will set a ticket's priority to the argument
provided.);
That looks weird... ref $self? That'd probably return HASH will set
ticket's... or something. I'd nuke it entirely anyway since you don't need
this sub.
sub Prepare {
# nothing to prepare
return 1;
}
Nuke this since you don't need it.
sub Commit {
my $self = shift;
my $currentqueue = $ticket-Queue;
You haven't dereferenced $self-TicketObj into $ticket yet above.
## Did this to validate what is happening before I do it.
print Current Queue $currentqueue, New Queue $self-Argument\n;
#$self-TicketObj-SetQueue($self-Argument);
}
This print line would be interpreted as:
print Current Queue .$currentqueue., New Queue .$self.-Argument\n;
Probably not what you want...
By the way there might already be an action called SetQueue.pm in your
lib/RT/Actions/ directory.
If you want to keep working on your module though - try this. This
ChangeQueue.pm should be located in /opt/rt4/lib/RT/Action/ or equivalent.
I've removed SetQueue() like you did so it won't actually modify the ticket.
package RT::Action::ChangeQueue;
use base 'RT::Action';
use strict;
use warnings;
sub Commit {
my $self = shift;
my $ticket = $self-TicketObj;
my $cq = $ticket-Queue;
my $nq = $self-Argument;
print Current Queue $cq, New Queue $nq\n;
# or
print Current Queue .$self-TicketObj-Queue., New Queue
.$self-Argument.\n;
# or
print Current Queue .$ticket-Queue., New Queue .$self-Argument.\n;
}
RT::Base-_ImportOverlays();
1;
Give this line a new Queue ID# and a ticket # and watch the magic:
/opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --action
RT::Action::ChangeQueue --action-arg qid --transaction first --verbose
--search-arg 'id = ticketid'
--
Landon Stewart :: lstew...@iweb.commailto:lstew...@iweb.com
Lead Specialist, Abuse and Security Management
Spécialiste principal, gestion des abus et sécurité
http://iweb.com :: +1 (888) 909-4932
--
RT Training in New York, October 8th and 9th: http://bestpractical.com/training
