Re: [rt-users] Email delivery settings
UP -- View this message in context: http://requesttracker.8502.n7.nabble.com/Email-delivery-settings-tp56495p56511.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
[rt-users] Editor field suddenly red
Hi, I set up RT to handle emails for a new website project. All worked fine so far. I noticed today that the timezone was still set to US/Eastern, so I changed it to Europe/Helsinki and restarted the apache2. Since then, the editor text input field is red when I want to reply to a message and templates seem to not be used. The templates are still there - I can access them from the menu. I tried changing the timezone back with no success. I have no idea whatsoever where to start searching for the problem. I couldn't even find an RT-specific log and the general apache vhost log shows no error. Any hints, anyone? -Stefan -- (o_ Stefan Gofferje| SCLT, MCP, CCSA //\ Reg'd Linux User #247167 | VCP #2263 V_/_ Heckler Koch - the original point and click interface smime.p7s Description: S/MIME Cryptographic Signature
Re: [rt-users] Editor field suddenly red
Managed to activate logging but I don't see anything that would explain the problem... This log is from Home - Click on ticket - click on reply [8829] [Wed Feb 5 14:09:51 2014] [debug]: Rendering attachment #103 of 'text/plain' type (/opt/rt4/share/html/Elements/ShowTransactionAttachments:182) [8829] [Wed Feb 5 14:09:51 2014] [debug]: Rendering attachment #111 of 'text/html' type (/opt/rt4/share/html/Elements/ShowTransactionAttachments:182) [8829] [Wed Feb 5 14:09:54 2014] [debug]: About to prepare scrips for transaction #235 (/opt/rt4/sbin/../lib/RT/Transaction.pm:187) [8829] [Wed Feb 5 14:09:54 2014] [debug]: Found 6 scrips for TransactionCreate stage with applicable type(s) Correspond for txn #235 on ticket #14 (/opt/rt4/sbin/../lib/RT/Scrips.pm:495) [8829] [Wed Feb 5 14:09:54 2014] [info]: rt-4.2.2-8829-1391609394-60.14-3-0@Susilauma not sending to ste...@gofferje.net, creator of the transaction, due to NotifyActor setting (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:840) [8829] [Wed Feb 5 14:09:54 2014] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - Subjectless message (/opt/rt4/sbin/../lib/RT/I18N.pm:295) [8829] [Wed Feb 5 14:09:54 2014] [debug]: Converting 'utf-8' to 'utf-8' for text/html - Subjectless message (/opt/rt4/sbin/../lib/RT/I18N.pm:295) [8829] [Wed Feb 5 14:09:54 2014] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/../lib/RT/I18N.pm:595) [8829] [Wed Feb 5 14:09:54 2014] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/../lib/RT/I18N.pm:595) [8829] [Wed Feb 5 14:09:54 2014] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - Subjectless message (/opt/rt4/sbin/../lib/RT/I18N.pm:295) [8829] [Wed Feb 5 14:09:54 2014] [debug]: Converting 'utf-8' to 'utf-8' for text/html - Subjectless message (/opt/rt4/sbin/../lib/RT/I18N.pm:295) [8829] [Wed Feb 5 14:09:54 2014] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/../lib/RT/I18N.pm:595) [8829] [Wed Feb 5 14:09:54 2014] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/../lib/RT/I18N.pm:595) [8829] [Wed Feb 5 14:09:54 2014] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - Subjectless message (/opt/rt4/sbin/../lib/RT/I18N.pm:295) [8829] [Wed Feb 5 14:09:54 2014] [debug]: Converting 'utf-8' to 'utf-8' for text/html - Subjectless message (/opt/rt4/sbin/../lib/RT/I18N.pm:295) [8829] [Wed Feb 5 14:09:54 2014] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/../lib/RT/I18N.pm:595) [8829] [Wed Feb 5 14:09:54 2014] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/../lib/RT/I18N.pm:595) [8829] [Wed Feb 5 14:09:54 2014] [debug]: Skipping Scrip #6 because it didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:361) [8829] [Wed Feb 5 14:09:54 2014] [debug]: Skipping Scrip #11 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:353) -- (o_ Stefan Gofferje| SCLT, MCP, CCSA //\ Reg'd Linux User #247167 | VCP #2263 V_/_ Heckler Koch - the original point and click interface smime.p7s Description: S/MIME Cryptographic Signature
Re: [rt-users] custom callback for ticket update not working after update 4.0.2 - 4.2.2
On Tue, Feb 04, 2014 at 04:02:05PM -0500, Hugo Escobar wrote:
$m-callback( Ticket = $TicketObj, ARGSRef = \%ARGS, checks_failure =
\$checks_failure,
results = \@results, CallbackName = 'Initial' );
which exists at the beginning of the %INIT section
My implementation of this callback creates a MIME::Entity and adds the
file to it, then it
'writes' the whole message to $session{'Attachments'}
I've been trying to do the right changes for this to work under 4.2.2 but
no luck so far
You've not shown your code, so I'm guessing, but if you look at how
4.2 stores attachments in the session, it uses a token to finally fix
the bug of creating two tickets simultaneously and accidentally
attaching the wrong attachments to the wrong ticket.
$session{Attachments}{$ARGS{Token}}
Relevant code is in ProcessAttachments and you can also see it used in
CreateTicket.
-kevin
pgpgdaL4nTxI2.pgp
Description: PGP signature
Re: [rt-users] Security/restrictions/revocation/removal of RSS and iCal feeds in RT and related issue of open access through Go to Ticket ... box in SelfService
On Tue, Feb 04, 2014 at 03:48:34PM -0800, Duncan Napier wrote: One of the Admins has requested access to the contents of a queue be given to a small group of unprivileged users. The most obvious way is to use a query to generate an RSS feed. So far so good. However, we may want to restrict access of the feed to a select few people in the organization. One way is to keep the feed URL confidential. This might work, but I was wondering is there is anything more robust than security-through- secrecy. Also I cannot find any way to manage the RSS feeds such as deleting or shutting it down when it has outlived its usefulness. Can anyone suggest where I can find this out. Nothing other than custom dev comes to mind. You can clear all RSS feeds related to an account using the Secret Authentication Token box on user account pages. This will disable all the RSS/ical feeds associated with the account. You cannot currently generate an auth-token per feed. Another related topic is the Go to Ticket ... box where unprivileged users using the SelfServe interface can type in any ticket IDnumber and access the entire ticket. I can see how useful this is, but I'm wondering how to restrict access to this practice in the case where each tickets is to be considered confidential/privileged between each staff member and the support Administrators. So far, there is no issue of confidentiality in our organization, but it may come to the attention of management that naiive staff or even people who should know better and show lack of judgement by disclosing passwords, access codes or confidential information in their support requests that may be read or mined by others without privilege to this information. I'd like to address a misunderstanding here. RT does *not* allow access to any ticket just by knowing the ID. You've granted ShowTicket to Unprivileged or Everyone or otherwise handed it out to broadly. This is a security concern, but it is not in RT, it is in your permissions. It is likely you meant to give Privileged ShowTicket and then give Requestors and Ccs ShowTicket so they can see their *own* tickets. If you'd like a demonstration of this, go to http://issues.bestpractical.com and click the 'Log in as Guest' button and attempt to view ticket 13776 which is in a restricted Queue where Guest does not have ShowTicket permissions. -kevin pgp6dgwd2wSs0.pgp Description: PGP signature
Re: [rt-users] Editor field suddenly red
On Wed, Feb 05, 2014 at 03:47:09PM +0200, Stefan Gofferje wrote: I set up RT to handle emails for a new website project. All worked fine so far. I noticed today that the timezone was still set to US/Eastern, so I changed it to Europe/Helsinki and restarted the apache2. Since then, the editor text input field is red when I want to reply to a The editor text field has been red when writing a Reply (Correspondence) since 4.0.0. You don't note your version. It's more of a 'yellow' on Comments. The red is meant to indicate that you're writing a reply to the customer, not something internal. You may have had a local modification that was cleared out in the restart, it has nothing to do with the timezone. message and templates seem to not be used. The templates are still there - I can access them from the menu. I tried changing the timezone back with no success. I don't understand your Template problem with the description here. -kevin pgpoB9UTMn5uD.pgp Description: PGP signature
Re: [rt-users] Mandatory Custom Fields and Group Rights
On Tue, Feb 04, 2014 at 08:34:27AM -0800, Tim Wiley wrote: Is this expected behaviour? How might I work around this? It is not expected behavior. I reported this a few months ago. Thomas said that it's already fixed in the 4.2 branch there's a ticket to have it fixed in the 4.0 branch. Hit the login as guest button on the URL below. http://issues.bestpractical.com/Ticket/Display.html?id=25068 Your best bet may be to upgrade to the 4.2 branch. To clarify, it's not a branch of 4.2, the current releases of 4.2.2 contain these fixes. Unfortunately, backporting them is non-trivial so I'm not sure if that will happen for 4.0. -kevin pgpM8k8YQkFoF.pgp Description: PGP signature
Re: [rt-users] home page default
On Tue, Feb 04, 2014 at 11:45:20AM -0500, supp...@pureview.com wrote: Did you know if I can change the default home page to Articles instead of tickets home page? I would like to change to articles home page Unfortunately - there's no easy callback where you can modify this, but you're trying to change the next parameter in Elements/Login. You can do this with some JS on the login page to set it if it isn't set, a pure perl solution would require a new callback in Elements/Login which is definitely a branch I would review. -kevin pgpnrNo4CpTNE.pgp Description: PGP signature
Re: [rt-users] Cannot save Article searchs for system use
On Mon, Feb 03, 2014 at 07:07:23AM -0800, scott.dalzell wrote: i am currently using RT4.0.12 and i am trying to create a dashboard to display all new Articles that have been created in the last 2 weeks the first hurdle i have come across is that i can not save any Article searches into anything other that 'My Searches' this means that even if i create a suitable search, other users will not be able to view the results is there anyway to allow me to save an Article search with the privacy set to 'RT System's saved searches'? Apparently the decision to only list My saved searches and Groups dates back to the original saved search support for Articles. I have no insight into why RT System's saved searches isn't in that list, but it's a clear omission, especially when paired with Dasboards. I would look at a patch to add it (although that patch should likely convert articles to use some of the core SelectSearchesForObjects. Regardless, this should get filed as a feature request bug. -kevin pgp18FVd0W4RD.pgp Description: PGP signature
Re: [rt-users] mod_fcgid: read data timeout leads to SIGKILL
On Mon, Feb 03, 2014 at 11:22:16AM -1000, Mathew Snyder wrote: Looking for support on an issue that I haven't found online through searches. New instance of RT 4.2.2 on CentOS 6.5 with Apache 2.2.15-29 and FCGI� 2.3.9-1.� You really need to show your RT debug logs, the logs you're showing are what apache is getting back from RT (or failing to get back from RT). Since you're running 4.2.2, go to Admin - Tools - System Configuration and read the Logging summary box. 40 seconds to display a ticket is much too slow and points to either a bad local modification, a misconfigured database or some other problem, but we can't comment without details. -kevin Everything runs fine for the most part, however, intermittently the� following log entries show up and I get an internal server error.� [Fri Jan 31 22:48:36 2014] [warn] [client 192.168.236.64] mod_fcgid: read� data timeout in 40 seconds, referer:� [1]http://rt.example.com/Ticket/Display.html?id=2� [Fri Jan 31 22:48:36 2014] [error] [client 192.168.236.64] Premature end of� script headers: rt-server.fcgi, referer:� [2]http://rt.example.com/Ticket/Display.html?id=2� FastCGI: manager (pid 8954): received signal TERM� FastCGI: manager (pid 8954): sending TERM to PIDs, 8960� [Fri Jan 31 22:48:46 2014] [warn] mod_fcgid: process 8954 graceful kill� fail, sending SIGKILL� FastCGI: server (pid 8960): safe exit after SIGTERM� -kevin pgpkRIrTyeLMI.pgp Description: PGP signature
[rt-users] Pointers for the unfamiliar - creating custom behaviours
Hi, We've used RT for probably 10 years but really in a very vanilla way. We're now trying to make better use of it (4.0.8 now and imminently 4.2.2) but I'm struggling to find a way in to add a feature that we'd like. What we'd like to do is auto-link tickets together whenever they're mentioned in a comment or response. The regex to extract the ticket numbers from the body of the message I have and I think I know how to create a link[1] but I can't figure out the recommended way to incorporate that code into a scrip. I'm probably missing something in the docs but please could you advise how to go about putting this together ? Many thanks, Simon. [1] based on the code in RT/Ticket.pm it will be something like $self-AddLink( Type = 'RefersTo', Target = $found_id );
Re: [rt-users] Call external script in scrip
On Mon, Feb 03, 2014 at 12:33:17PM +0100, Anthony BRODARD wrote: Feb 3 12:09:50 bob RT: [10535] DBD::mysql::st execute failed: Lock wait timeout exceeded; try restarting transaction at /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 589. Feb 3 12:09:50 bob RT: [10535] RT::Handle=HASH(0x71041f8) couldn't execute the query 'SELECT * FROM Tickets WHERE id = ? FOR UPDATE' at It appears that RT is holding a lock for updating your ticket while a second script connects and then times out attempting to update the same ticket. I suggest that your main scrip become a Batch scrip so that it runs after the initial transaction completes and the lock is released. -kevin pgprVQQ4srdnK.pgp Description: PGP signature
Re: [rt-users] Pointers for the unfamiliar - creating custom behaviours
On Wed, Feb 05, 2014 at 03:42:38PM +, Simon Wilcox wrote: What we'd like to do is auto-link tickets together whenever they're mentioned in a comment or response. The regex to extract the ticket numbers from the body of the message I have and I think I know how to create a link[1] but I can't figure out the recommended way to incorporate that code into a scrip. I'm probably missing something in the docs but please could you advise how to go about putting this together ? [1] based on the code in RT/Ticket.pm it will be something like $self-AddLink( Type = 'RefersTo', Target = $found_id ); In the custom action commit code you can get the current ticket with: $self-TicketObj and then it's just a matter of gluing on the appropriate AddLink call as you've found above. Keep in mind directionality of the link, which will determine if you want Target or Base (RefersTo vs ReferredToBy). In 4.2, relevant docs are on RT::Record::_AddLink and http://bestpractical.com/docs/rt/latest/RT/Record/Role/Links.html#AddLink1 -kevin pgpw8Mu43JCtl.pgp Description: PGP signature
Re: [rt-users] RT 4.2 change scrip stage
On Fri, Jan 31, 2014 at 05:13:13PM -0500, Kevin Falcone wrote: Unfortunately, while that is a good argument, there are some UI failures supporting it. I'll file a bug about it. I've filed http://issues.bestpractical.com/Ticket/Display.html?id=28873 about the terrible Disabled UI, and it touches briefly on Deleted. We'll address this after we fix display of Disabled Scrips. -kevin pgp1csmkYcW_W.pgp Description: PGP signature
Re: [rt-users] home page default
Kevin, Thank you for a feedback. I'll keep eye on your resolution. Regards, -David On Tue, Feb 04, 2014 at 11:45:20AM -0500, supp...@pureview.com wrote: Did you know if I can change the default home page to Articles instead of tickets home page? I would like to change to articles home page Unfortunately - there's no easy callback where you can modify this, but you're trying to change the next parameter in Elements/Login. You can do this with some JS on the login page to set it if it isn't set, a pure perl solution would require a new callback in Elements/Login which is definitely a branch I would review. -kevin
Re: [rt-users] Autoreply to new requestors
I just wanted to follow-up and let you know that this fixed my issue. Thanks! -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Wednesday, January 15, 2014 10:04 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Autoreply to new requestors On Fri, Jan 10, 2014 at 06:32:50PM +, Abraham Liebsch wrote: It appears to be running afterwards. I've renamed the scripts, prepending 100 to the reassignment scrip and 110 to the autoreply scrip, so that they are listed in the proper order, and confirmed in the apache log that the requestors are changed before the autoreply scrip is run. Unless there is an order-of-execution nuance that escapes me, it appears that the requestor is replaced first. I could be missing something, though, as there is another scrip that, according to the log, is executing between those two, despite not being listed between them. The Autoreply scrip is most likely executing on a cached copy of the ticket (it doesn't reload the ticket between scrip executions). Probably the simplest thing to do is to make the Autoreply scrip execute in the Transaction Batch stage. Since it's an On Create action, any problems should be minimal. -kevin -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Glenn Sieb Sent: Friday, January 10, 2014 11:42 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Autoreply to new requestors -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 On 1/10/14, 12:17 PM, Abraham Liebsch wrote: I have a scrip that, when a ticket is created by email by under certain conditions, will delete the email sender as the requestor and replace it with a different requestor (in order to permit creating tickets on behalf of others). I have confirmed this scrip works properly, and that this scrip executes prior to the default scrip which autoreplies to ticket creators. Yet, the autoreply is being sent to the email sender and not to the new requestor. Does anyone have a suggestion to ensure the autoreply is sent to the newly-set requestor and not the email sender? Is the Autoreply scrip before or after the replace-the-requestor scrip? smime.p7s Description: S/MIME cryptographic signature
[rt-users] Reminder mail regarding the bills
Dear All, I am new to RT and I want to send automatically mail to company members before 30 days and on 30th day(anniversary day) want to send invoice.If invoice is not paid within 15 days one reminder mail want to send in the same ticket. Anniversary date and members emails are stored with different mysql server. I am sure RT can be used for this. Can some one help regarding this configuration. I have created the templates related to each reminder. However not able to start this. Thanks for help in advance. Regards, Ajay . Please don't print this email unless you really need to. This will preserve trees on our planet.
Re: [rt-users] People in the Cc: field are not receiving e-mails
Thanks Kevin! That was very helpful! Max -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu On Tue, Feb 4, 2014 at 12:44 PM, Kevin Falcone falc...@bestpractical.comwrote: On Tue, Feb 04, 2014 at 11:57:18AM -0600, Max McGrath wrote: Running RT 4.0.19 on Ubuntu 12.04.4 LTS. During ticket creation from the Web UI, when someone places an e-mail address in the CC: field, it doesn't appear to send e-mails to those people. Below is what I could find in rt.log. I'm not suer if there is a better log to look at. 4.0 and previous didn't ship On Create Notify Ccs. New installs of 4.2 get these scrips by default, upgrades do not, you can read about our recommended set of scrips here: http://bestpractical.com/docs/rt/latest/UPGRADING-4.2.html search for New installs will notify Ccs and you'll find the relevant list item. -kevin
Re: [rt-users] custom callback for ticket update not working after update 4.0.2 - 4.2.2
On Wed, Feb 5, 2014 at 10:23 AM, Kevin Falcone falc...@bestpractical.comwrote:
On Tue, Feb 04, 2014 at 04:02:05PM -0500, Hugo Escobar wrote:
$m-callback( Ticket = $TicketObj, ARGSRef = \%ARGS, checks_failure
= \$checks_failure,
results = \@results, CallbackName = 'Initial' );
which exists at the beginning of the %INIT section
My implementation of this callback creates a MIME::Entity and adds
the file to it, then it
'writes' the whole message to $session{'Attachments'}
I've been trying to do the right changes for this to work under 4.2.2
but no luck so far
You've not shown your code, so I'm guessing, but if you look at how
4.2 stores attachments in the session, it uses a token to finally fix
the bug of creating two tickets simultaneously and accidentally
attaching the wrong attachments to the wrong ticket.
$session{Attachments}{$ARGS{Token}}
Relevant code is in ProcessAttachments and you can also see it used in
CreateTicket.
This is what I do:
my $Message = MIME::Entity-build(
Type= 'multipart/mixed',
Message-Id = RT::Interface::Email::GenMessageId,
);
my ( $filehandle, @ar_content, $buffer );
open( $filehandle, , \$content );
while ( my $bytesread = read( $filehandle, $buffer, 4096 ) ) {
push @ar_content, $buffer;
}
close $filehandle;
$Message-attach(
Filename = $doc_path,
Type = 'application/pdf',
Data = \@ar_content,
);
# Attachment parts really shouldn't get a Message-ID
$Message-head-delete('Message-ID');
$Message-make_singlepart;
RT::I18N::SetMIMEEntityToUTF8($Message);# convert text parts
into utf-8
$session{'Attachments'} = {
%{$session{'Attachments'} || {}},
$key . '.pdf' = $Message
};
(...)
I changed the blue lines by the following:
session{'Attachments'}{Digest::MD5::md5_hex(rand(1024))}{$key . '.pdf'} =
$Message;
The reason I create a token here is that at this point
('/Ticket/Display.html') there seems to be no 'Attachment' in $session
The problem persists, post added without attachment
--
Hugo Escobar
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[rt-users] Can only one ticket be created even if mail marks to multiple ques
Dear All, We are new to RT system. It has been observed that our members send same mail to multiple ques and RT generate multiple tickets.One ticket for one que. Can we stop multiple tickets for same mail. If yes,pls suggest the steps. We are manual merging the tickets. Regards, Ajay . Please don't print this email unless you really need to. This will preserve trees on our planet.
Re: [rt-users] Editor field suddenly red
On 02/05/2014 07:15 PM, Stefan Gofferje wrote:
On 02/05/2014 05:30 PM, Kevin Falcone wrote:
The editor text field has been red when writing a Reply
(Correspondence) since 4.0.0. You don't note your version.
It's more of a 'yellow' on Comments. The red is meant to indicate
that you're writing a reply to the customer, not something internal.
You may have had a local modification that was cleared out in the
restart, it has nothing to do with the timezone.
message and templates seem to not be used. The templates are still there
- I can access them from the menu.
I tried changing the timezone back with no success.
I don't understand your Template problem with the description here.
Ah, sorry, I use 4.2.2
The template problem is that it seems there's no template being used.
Normally, when I reply to a ticket, the original message should be
quoted. That also happened until that restart. Now when I reply to a
ticket, only what I wrote is stored in the ticket and mailed to the
requestor but no quotes of stuff before anymore.
Did a bit more digging. So, templates do work - kinda. When I choose the
text correspondence template, I get text emails, but still, the ticket
content is not attached as it should be.
I didn't change the template. It's still
RT-Attach-Message: yes
{$Transaction-Content()}
By the way, when I choose comment instead of reply, I do get a white
editor window, not a yellow one.
-Stefan
--
(o_ Stefan Gofferje| SCLT, MCP, CCSA
//\ Reg'd Linux User #247167 | VCP #2263
V_/_ Heckler Koch - the original point and click interface
smime.p7s
Description: S/MIME Cryptographic Signature
[rt-users] How to grab requestor's first and last name in email address ?
Hello, I need to obtain the first and last name that would be part of the requestor's email address. For example, requestor email address comes in as: From: Smith, Joe jsm...@mail.commailto:jsm...@mail.com In this example I want parse out the Joe and Smith keywords and assign them to 2 variables which I will use for comparison later. I am writing a RT Scrip. Is this possible to do ? Thanks, Mike
[rt-users] star schema of RT DB to be used for Cognos BI
Hi all Does anyone have a star schema of the RT4.2 DB to be used for Cognos Business Intelligence, they would be willing to share with us? Lisa :) _ Lisa Tomalty Manager, Customer Relations and Support Information Systems and Technology University of Waterloo (519)888-4567 x 35873 ltoma...@uwaterloo.ca .
Re: [rt-users] How to grab requestor's first and last name in email address ?
On 5 February 2014 11:16, Ethier, Michael meth...@cgr.harvard.edu wrote: Hello, I need to obtain the first and last name that would be part of the requestor's email address. For example, requestor email address comes in as: From: Smith, Joe jsm...@mail.com In this example I want parse out the Joe and Smith keywords and assign them to 2 variables which I will use for comparison later. I am writing a RT Scrip. Is this possible to do ? The name of the requestor is stored within the UsersObj in the Requestors group object for the $Ticket. You want the first UsersObj. There's no way to know if it's the name is written Last, First or First Last so you'll have to figure that out somehow. Usually a comma in a name field means Last, First though so the following is a decent bet. I haven't tested this code but this ought to get you close anyway. my $realname = $self-TicketObj-Requestors-UsersObj-First-RealName; # Switch things around if there's a comma in the field. $realname =~ s/(.*),\s*(.*)/$2 $1/ if $realname =~ /,/; If they have First Last, Company it'll come out as ACME Inc., Jim Smith though which might not be terrible. Worse would be Last, First - Position coming out as Jim - Manager Smith which might sound a little too familiar for business. In my opinion you'd want to just leave it as-is so if it's Last, First and they get an email addressed to them with Dear Smith, Jim: they'll know it's because they have it that way in their mail client. -- 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
Re: [rt-users] custom callback for ticket update not working after update 4.0.2 - 4.2.2
On Wed, Feb 5, 2014 at 12:32 PM, Hugo Escobar hesco...@afslc.com wrote:
On Wed, Feb 5, 2014 at 10:23 AM, Kevin Falcone
falc...@bestpractical.comwrote:
On Tue, Feb 04, 2014 at 04:02:05PM -0500, Hugo Escobar wrote:
$m-callback( Ticket = $TicketObj, ARGSRef = \%ARGS,
checks_failure = \$checks_failure,
results = \@results, CallbackName = 'Initial' );
which exists at the beginning of the %INIT section
My implementation of this callback creates a MIME::Entity and adds
the file to it, then it
'writes' the whole message to $session{'Attachments'}
I've been trying to do the right changes for this to work under
4.2.2 but no luck so far
You've not shown your code, so I'm guessing, but if you look at how
4.2 stores attachments in the session, it uses a token to finally fix
the bug of creating two tickets simultaneously and accidentally
attaching the wrong attachments to the wrong ticket.
$session{Attachments}{$ARGS{Token}}
Relevant code is in ProcessAttachments and you can also see it used in
CreateTicket.
This is what I do:
my $Message = MIME::Entity-build(
Type= 'multipart/mixed',
Message-Id = RT::Interface::Email::GenMessageId,
);
my ( $filehandle, @ar_content, $buffer );
open( $filehandle, , \$content );
while ( my $bytesread = read( $filehandle, $buffer, 4096 ) ) {
push @ar_content, $buffer;
}
close $filehandle;
$Message-attach(
Filename = $doc_path,
Type = 'application/pdf',
Data = \@ar_content,
);
# Attachment parts really shouldn't get a Message-ID
$Message-head-delete('Message-ID');
$Message-make_singlepart;
RT::I18N::SetMIMEEntityToUTF8($Message);# convert text parts
into utf-8
$session{'Attachments'} = {
%{$session{'Attachments'} || {}},
$key . '.pdf' = $Message
};
(...)
I changed the blue lines by the following:
session{'Attachments'}{Digest::MD5::md5_hex(rand(1024))}{$key . '.pdf'} =
$Message;
The reason I create a token here is that at this point
('/Ticket/Display.html') there seems to be no 'Attachment' in $session
The problem persists, post added without attachment
Solved.
Adding the following lines solves the problem:
$ARGSRef-{'Token'} = Digest::MD5::md5_hex(rand(1024));
$session{'Attachments'}{$ARGSRef-{'Token'}}{$key . '.pdf'} =
$Message;
$ARGSRef-{'UpdateType'} = 'response';
$ARGSRef-{'UpdateAttach'} = '1';
$ARGSRef-{UpdateContent}= 'any text';
Thank you for your help, it pointed me in the right direction
--
Hugo Escobar
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Re: [rt-users] Mandatory Custom Fields and Group Rights
On 02/05/2014 07:32 AM, Kevin Falcone wrote: On Tue, Feb 04, 2014 at 08:34:27AM -0800, Tim Wiley wrote: Is this expected behaviour? How might I work around this? It is not expected behavior. I reported this a few months ago. Thomas said that it's already fixed in the 4.2 branch there's a ticket to have it fixed in the 4.0 branch. Hit the login as guest button on the URL below. http://issues.bestpractical.com/Ticket/Display.html?id=25068 Your best bet may be to upgrade to the 4.2 branch. To clarify, it's not a branch of 4.2, the current releases of 4.2.2 contain these fixes. Unfortunately, backporting them is non-trivial so I'm not sure if that will happen for 4.0. -kevin Ah yes, I meant s/branch/release/g. Thanks for the clarification, Kevin.
[rt-users] segmentation fault
Hi, My RT 4.2 instance is not working properly. Sometimes it gets errors in creating tickets or sending mails. Logs show segmentation faults of httpd. On of the cores I could get shows that the segmentation happens in malloc This RT is running in a virtual machine. At the beginning, it had 512 MB of RAM and was very slow when several sessions were open. Then we increased the RAM to 1 GB. The speed is now good but this strange behavior started. Any ideas? #0 0x7fc929e9e245 in malloc_consolidate () from /lib64/libc.so.6 Missing separate debuginfos, use: debuginfo-install httpd-2.2.15-29.el6.centos.x86_64 (gdb) where #0 0x7fc929e9e245 in malloc_consolidate () from /lib64/libc.so.6 #1 0x7fc929ea13c5 in _int_malloc () from /lib64/libc.so.6 #2 0x7fc929ea2951 in malloc () from /lib64/libc.so.6 #3 0x7fc92109ab46 in Perl_safesysmalloc () from /usr/lib64/perl5/CORE/libperl.so #4 0x7fc9210bab41 in Perl_get_arena () from /usr/lib64/perl5/CORE/libperl.so #5 0x7fc9210babaa in ?? () from /usr/lib64/perl5/CORE/libperl.so #6 0x7fc9210c4bfb in Perl_sv_upgrade () from /usr/lib64/perl5/CORE/libperl.so #7 0x7fc9210c367f in Perl_sv_setsv_flags () from /usr/lib64/perl5/CORE/libperl.so #8 0x7fc9210ba03c in Perl_pp_sassign () from /usr/lib64/perl5/CORE/libperl.so #9 0x7fc9210b0af6 in Perl_runops_standard () from /usr/lib64/perl5/CORE/libperl.so #10 0x7fc921058268 in Perl_call_sv () from /usr/lib64/perl5/CORE/libperl.so #11 0x7fc92109a3d6 in ?? () from /usr/lib64/perl5/CORE/libperl.so #12 0x7fc92109cd12 in ?? () from /usr/lib64/perl5/CORE/libperl.so #13 0x7fc92109fe65 in Perl_vdie () from /usr/lib64/perl5/CORE/libperl.so #14 0x7fc92109ff88 in Perl_die () from /usr/lib64/perl5/CORE/libperl.so #15 0x7fc9210e0a02 in Perl_pp_rv2gv () from /usr/lib64/perl5/CORE/libperl.so #16 0x7fc9210b0af6 in Perl_runops_standard () from /usr/lib64/perl5/CORE/libperl.so #17 0x7fc9210585df in Perl_call_sv () from /usr/lib64/perl5/CORE/libperl.so #18 0x7fc92138f0be in modperl_callback () from /etc/httpd/modules/mod_perl.so #19 0x7fc92138f80b in modperl_callback_run_handlers () from /etc/httpd/modules/mod_perl.so #20 0x7fc92138fe0f in modperl_callback_per_dir () from /etc/httpd/modules/mod_perl.so #21 0x7fc92138975f in ?? () from /etc/httpd/modules/mod_perl.so #22 0x7fc921389ac6 in modperl_response_handler () from /etc/httpd/modules/mod_perl.so #23 0x7fc92b917bb0 in ap_run_handler () #24 0x7fc92b91b46e in ap_invoke_handler () #25 0x7fc92b926b30 in ap_process_request () #26 0x7fc92b9239a8 in ?? () #27 0x7fc92b91f6b8 in ap_run_process_connection () #28 0x7fc92b92b977 in ?? () #29 0x7fc92b92bc8a in ?? () #30 0x7fc92b92bfbb in ap_mpm_run () #31 0x7fc92b903900 in main () saludos, José Luis Gordillo Ruiz Coordinación de Supercómputo UNAM
