Re: [rt-users] Problem with HTML tags appearing in correspondence
Hi, I've done some additional testing in my testing environment and I seem to have fixed everything by doing a semi fresh installation. This means that I've movede the /opt/rt4 directory to a back-up location and from there did a ./configure make install for RT 4.2.1 (I skipped the DB step since I've already applied the 4.2.1 changes) After installation I reinstalled all extensions that I use, put back my original RT_SiteConfig.pm, reapplied all other customizations under /opt/rt4/local/ and after that I've started everything back up again. Once all of that was done my testing environment was working perfectly again! Or I should say, version 4.2.1 works and the weird HTML stuff is fixed. I'm guessing that one of my customizations was the cause, but doing this reinstallation also fixed some other issues we were seeing. I'll make a separate post about this or even file a bug report for the left over problems that we are still seeing with the simplified recepient list. Anyways, for me this was the fix and we're planning a moment for doing this fix in production pretty soon. 2013/12/17 Michael Polenske michael.polen...@skm-skyline.de 642 1 Good morning, we also have this problem, that since 4.2.1 we have html tags in some (not in all, but I have no idea why sometimes and sometimes not ..) replies. So, I opened a ticket in testqueue: -cut- Subject: 1 MIME-Version: 1.0 X-Mailer: MIME-tools 5.504 (Entity 5.504) Content-Disposition: inline X-RT-Interface: Web Message-ID: rt-4.2.1-2146-1387269743-1411.0-...@test.skm-skyline.de Content-Type: text/plain; charset=utf-8 Content-Transfer-Encoding: binary X-RT-Original-Encoding: utf-8 Content-Length: 19 222 -cut- And then I do a reply via webinterface, now we have html tags in reply -cut- MIME-Version: 1.0 In-Reply-To: rt-4.2.1-2146-1387269743-1411.0-...@test.skm-skyline.de X-Mailer: MIME-tools 5.504 (Entity 5.504) Content-Disposition: inline X-RT-Interface: Web References: rt-4.2.1-2146-1387269743-1411.0-...@test.skm-skyline.de rt-ticket-...@test.skm-skyline.de Content-Type: text/plain; charset=utf-8 Message-ID: rt-4.2.1-4704-1387269993-1445.642-...@test.skm-skyline.de Content-Transfer-Encoding: binary X-RT-Original-Encoding: utf-8 RT-Send-CC: Content-Length: 150 On Tue Dec 17 09:42:23 2013, mpolenske wrote:br / gt; 222br / br / --nbsp;br / Viele Gruuml;szlig;ebr / Michael Polenske -cut- From my point of view the headers seem to be identical ... Attached a screenshot how it look like in webinterface Cheers - Michael -Original Message- From: rt-users-boun...@lists.bestpractical.com [ mailto:rt-users-boun...@lists.bestpractical.comrt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Freitag, 13. Dezember 2013 17:10 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Problem with HTML tags appearing in correspondence Having attempted to Reply using the Rich Text Editor on a clean RT 4.2.1 install, I cannot replicate this at all. Since you see literal HTML tags being recorded in ticket history, this points to something broken in your use of the RichText editor. Can one of the reporters please provide show a test correspondence with the problem with Show Full Headers, and then with Download with headers for each of the pieces. Thanks -kevin On Thu, Dec 12, 2013 at 06:45:10AM +0800, Lai Zit Seng wrote: I seem to be experiencing the same problem as mentioned in: [4] http://requesttracker.8502.n7.nabble.com/RT-4-2-1-Weird-issue-with-HTML-comments-correspondense-RT-always-registers-plain-text-with-HTML-tags-td56005.html I don't have custom templates. The HTML tags are only appearing when replying through the web interface. Disabling the Rich Text Editor avoids this problem. Hope this can be fixed? Regards, -- Bart G.
Re: [rt-users] Chart and Show Results not showing correct query
I meant to say that we are using RT 4.0.17. On Wed, 18 Dec 2013, Kevin Falcone wrote: Date: Wed, 18 Dec 2013 11:31:37 -0500 From: Kevin Falcone falc...@bestpractical.com Reply-To: rt-users@lists.bestpractical.com To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Chart and Show Results not showing correct query On Tue, Dec 17, 2013 at 09:12:17PM +, Richard McMahon wrote: I have been using the Chart option in RT 3.8. When I click on Show Results a different query is shown e.g. the most recent other saved query. RT 3.8 is no longer receiving anything other than security bugfixes. You also don't specify which version of 3.8 you're running, but it's quite likely that some of your complaints have been addressed in the new charting in 4.2. If you can replicate these bugs on 4.2, please let us know. -kevin Also, it would be useful if the Total result in the table on the Chart executed the full query. See attached chart. Related to the above is the ability to edit the query than creates a chart. I get inconsistent results so it looks like the query linked to a saved Chart might be a clone of the query run when the Chart is saved. thanks Richard --- Prof Richard G. McMahon | Phone (office) 44-(0)-1223-337519 Kavli Institute for Cosmology |(secretary) 1223-337516 Institute of Astronomy|(switchboard) 1223-337548 University of Cambridge | Madingley Rd | FAX1223-337523 Cambridge, CB3 OHA, UK. | mobile 7885-409019 Office: Kavli 22 | --- email: r...@ast.cam.ac.uk | WWW: http://www.ast.cam.ac.uk/~rgm richardgmcma...@gmail.com | skype: richardgmcmahon ---
[rt-users] Check boxes - simplified recipient list - broken
Hi,
I've done an upgrade from RT 4.0.18 to 4.2.1, and eventually even did a
fresh install of 4.2.1 to solve some issues I was having.
One of the issues I was having had to do with the simplified recipient list
and the one-time cc/bcc check boxes.
*1) One-time CC/BCC check boxes*
With my upgraded installation these were broken.
When selecting someone from the available names related to a ticket, it
would not add those persons to the input field (it would stay blank) + when
sending a reply that person wouldn't receive an e-mail.
When I manually enter a persons name for the one-time cc, then it worked.
After doing a fresh installation this problem was resolved, so something in
my upgraded installation caused this problem but I'm glad it's now fixed!
*2) simplified recipient list*
In addition to the above I have a problem with the simplified recipient
list.
Since it's simple to understand this is the default I serve to our RT users.
By default it selects the people linked to a ticket (requestor/cc) and when
sending emails to them it all just works.
The problem however is that when you want to uncheck a person, that it
still sends e-mails to that person... Even when unchecking all people,
entering 1 new person in the one-time cc, it would send an e-mail to
everyone including the one-time cc person
To do some more testing I've started using the extended revipient list,
and while doing so I noticed that that one works just fine. You can uncheck
either the To or Cc and RT honors this setting and everything works.
So as a workaround I've made sure that everyone now uses the extended
revipient list instead of the simple one (default has been changed as well).
All of this is perfectly checkable by looking at the outgoing mail records
in the RT ticket histroy.
But, even after a fresh installation of version 4.2.1 this still seems to
be broken.
Is anyone else experiencing this problem with RT 4.2.1? In the RT for RT I
couldn't find a buglisting for this specific issue, so if more people are
experiencing this. If it's reproducable then I'll file the bug, but right
now I'm uncertain if it's a bug or still a problem with my installation.
-- Bart
*P.s.*
Due to having to check the RT outgoing mail records I've noticed a layout
issue, the header is overlapping with the actual e-mail record making it
sometimes impossible to read the CC field.
I've done this simple, but not so nice, hack to properly show the e-mail
record so that all e-mail headers are viewable:
mkdir -p /opt/rt4/local/html/Ticket/
cp /opt/rt4/share/html/Ticket/ShowEmailRecord.html
/opt/rt4/local/html/Ticket/ShowEmailRecord.html
nano -w /opt/rt4/local/html/Ticket/ShowEmailRecord.html
Change the following:
Old:
$m-out('div id=body');
New:
$m-out('br /br /div id=body');
This adds a few line breaks so that it moves the actual content down making
the top e-mail header visible.
[rt-users] Incoming mail with .eml attachments
Hi there! We have a security queue where we want our users to forward suspicious emails to. We want them to forward the eml file itself, so we can get the whole email message, including headers and attachments. The problem is that RT tries to parse this and then embeds the contents into the ticket instead of adding it as a attachment. This means that the important part of the forwarded messages, namely the headers, are stripped away. How can we avoid this behaviour? - Marius
[rt-users] Lifecycle : Reply Action changes the status
Hello,
I’ve created a new Lifecyle with 2 new status “To test” and “Tested”
When a ticket's status is set to “To test” or “Tested” and I use the “Reply”
action, the status will change automatically to “Open” instead of staying on
To test or Tested
Here my lifecycle definition :
Set(%Lifecycles,
igs = {
## Cycle de vie pour file file IGS
initial = [ 'new' ],
active = [ 'open', 'stalled', 'ToTest', 'IsTested' ],
inactive= [ 'resolved', 'rejected', 'deleted' ],
# Default order statuses for certain actions
defaults = {
on_create = 'new',
},
# Transitions d'un statut vers un autre
transitions = {
'' = [qw(new open resolved)],
# from = [ to list ],
new = [qw(open ToTest IsTested stalled resolved rejected
deleted )],
open = [qw(new ToTest IsTested stalled resolved rejected
deleted )],
stalled = [qw(open ToTest rejected resolved deleted )],
resolved = [qw(open ToTest rejected deleted )],
rejected = [qw(new open ToTest resolved deleted )],
deleted = [qw(open ToTest stalled rejected resolved )],
ToTest = [qw(open stalled rejected resolved IsTested)],
IsTested = [qw(open stalled rejected resolved ToTest)],
},
# Actions
actions = [
'new - ToTest'= { label = 'ToTest', update =
'Comment' },
'open - ToTest' = { label = 'ToTest', update =
'comment' },
'ToTest - IsTested' = { label = 'IsTested', update =
'Comment' },
'IsTested - resolved' = { label = 'Resolve', update =
'Respond' },
'IsTested - ToTest' = { label = 'ToTest', update =
'Comment' },
],
},
# Status mapping
__maps__ = {
'default - igs' = {
'new' = 'new',
'open' = 'open',
'stalled' = 'stalled',
'resolved' = 'resolved',
'rejected' = 'rejected',
'deleted' = 'deleted',
},
'igs - default' = {
'new' = 'new',
'open' = 'open',
'stalled' = 'stalled',
'resolved' = 'resolved',
'rejected' = 'rejected',
'deleted' = 'deleted',
'ToTest' = 'open',
'IsTested' = 'open',
},
},
);
Thanks a lot,
Horst
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[rt-users] skip all next scrips
Hello, I want to write a scrip. This script is the first to run on a ticket-creation. Under certain conditions, I don't want to run any other scrip. So how can I do that? Is there a way to make the script checking abort the execution of the next scrips or make their condition-checking throw a 0 as return value? Thanks for your help. Cheers, Alex attachment: alexander_reintzsch.vcf signature.asc Description: OpenPGP digital signature
Re: [rt-users] Lifecycle : Reply Action changes the status
Horst,
Almost for sure you are running the scrip “On Correspond Open Tickets”.You
could disable this scrip entirely. You could then (optionally) write your own
condition which ignores tickets which have a certain status. For example, we
want the Open Tickets On Correspond action to take place only under this user
defined condition:
# Check for Transaction is Correspond and Ticket Status = new
# Otherwise a Correspond will leave status as is.
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
return ($trans-Type eq Correspond $ticket-Status eq new);
Jim
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kriegers Horst
Sent: Thursday, December 19, 2013 9:46 AM
To: 'ML - rt-users'
Subject: [rt-users] Lifecycle : Reply Action changes the status
Hello,
I’ve created a new Lifecyle with 2 new status “To test” and “Tested”
When a ticket's status is set to “To test” or “Tested” and I use the “Reply”
action, the status will change automatically to “Open” instead of staying on
To test or Tested
Here my lifecycle definition :
Set(%Lifecycles,
igs = {
## Cycle de vie pour file file IGS
initial = [ 'new' ],
active = [ 'open', 'stalled', 'ToTest', 'IsTested' ],
inactive= [ 'resolved', 'rejected', 'deleted' ],
# Default order statuses for certain actions
defaults = {
on_create = 'new',
},
# Transitions d'un statut vers un autre
transitions = {
'' = [qw(new open resolved)],
# from = [ to list ],
new = [qw(open ToTest IsTested stalled resolved rejected
deleted )],
open = [qw(new ToTest IsTested stalled resolved rejected
deleted )],
stalled = [qw(open ToTest rejected resolved deleted )],
resolved = [qw(open ToTest rejected deleted )],
rejected = [qw(new open ToTest resolved deleted )],
deleted = [qw(open ToTest stalled rejected resolved )],
ToTest = [qw(open stalled rejected resolved IsTested)],
IsTested = [qw(open stalled rejected resolved ToTest)],
},
# Actions
actions = [
'new - ToTest'= { label = 'ToTest', update =
'Comment' },
'open - ToTest' = { label = 'ToTest', update =
'comment' },
'ToTest - IsTested' = { label = 'IsTested', update =
'Comment' },
'IsTested - resolved' = { label = 'Resolve', update =
'Respond' },
'IsTested - ToTest' = { label = 'ToTest', update =
'Comment' },
],
},
# Status mapping
__maps__ = {
'default - igs' = {
'new' = 'new',
'open' = 'open',
'stalled' = 'stalled',
'resolved' = 'resolved',
'rejected' = 'rejected',
'deleted' = 'deleted',
},
'igs - default' = {
'new' = 'new',
'open' = 'open',
'stalled' = 'stalled',
'resolved' = 'resolved',
'rejected' = 'rejected',
'deleted' = 'deleted',
'ToTest' = 'open',
'IsTested' = 'open',
},
},
);
Thanks a lot,
Horst
Note Importante: Le contenu de ce courriel est uniquement réservé à la personne
ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu,
veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce
cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de
l'utiliser de quelque manière que ce soit.
Important Notice: The content of this e-mail is intended only and solely for
the use of the named recipient or organization. If you are not the named
recipient, please inform us immediately and delete the present e-mail. In this
case, you are not allowed to copy, distribute or use this e-mail in any way.
Re: [rt-users] skip all next scrips
Alex, Scrips run in a named (alphabetical) sequence. Write a scrip and name it 1a something and in the scrip set the value of a specific CF on or off and have the scrips that follow check the value of that CF. I've done that many times. Kenn Sent from my Windows Phone From: Alexander Reintzsch Sent: 12/19/2013 6:47 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] skip all next scrips Hello, I want to write a scrip. This script is the first to run on a ticket-creation. Under certain conditions, I don't want to run any other scrip. So how can I do that? Is there a way to make the script checking abort the execution of the next scrips or make their condition-checking throw a 0 as return value? Thanks for your help. Cheers, Alex
[rt-users] Remove Message
I would like to get rid of the following message User could not be created: Must specify 'Name' attribute This happens when trying to create users and on some emails when the auto create is enabled. Can someone give me a little direction to get rid of this? 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
