[rt-users] (no subject)
Hi, I have searched hard for the answer to this one, but haven't seen it yet, maybe someone can point me in the right direction. We have RT version 4.2.1 installed on Ubuntu 12.04. The main mailbox is on a Windows Exchange server, and we use fetchmail to get the mail every minute or so. Mail sent by RT goes through sendmail. We use RT as a Ticket handling tool for customer problems. Our inhouse support staff use Office Outlook version 12. The email client composes html formatted email. The problem that I have spent the last week trying to solve is that the emails sent out have an exclamation marks ! inserted into them at various places. Now I have tracked down that the sendmail tool is doing this because some of the lines are longer than the maximum line length supported by SMTP (990 characters). And I have also tracked down that the Office Outlook email client is creating the long lines when html is chosen as the message format. (It doesn't appear to be a problem with rtf or plain text). I know the problem isn't in RT itself, but our configuration must so typical of many RT installations that I can't believe that we are the first to see this problem, and that there isn't a solution already out there somewhere. If someone knows what it is then I'd be pleased to hear it. I am not an expert in any of the component parts (fetchmail, sendmail or RT), but it seemed to me the best place to try and solve the issue was in the fetchmail/mailgate interface. So I have added a new method to EmailParser.pm. I have used the RescueOutlook method as a template and I have tried to break lines (using the perl Text::Wrap) but this doesn't seem to be doing the job. It looks like what I really need to do is process just the text/html section of the email and be a bit more intelligent about where the line breaks are placed. At the moment it's just if the line is greater than 132 characters. It's been quite a steep learning curve this week! And it looks like it will take me a long time to get this fixed using the method I have chosen. I hope that there is already a fix. Thanks in Advance Kevin Curtis Farsite Communications. -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] Creating ticket through REST API with AJAX
Hi,
I'm trying to create a ticket through the REST interface via an AJAX request.
Here's my code so far...
var fields = 'id: ticket/new\n\
Queue: Texas\n\
Requestor: reques...@rt.myrtsrv.com\n\
Subject: Yet another REST ticket\n\
Cc: \n\
AdminCc: \n\
Owner: \n\
Status: new\n\
Priority: \n\
InitialPriority: \n\
FinalPriority: \n\
TimeEstimated: \n\
Starts: 2014-05-28 18:01:53\n\
Due: 2014-05-28 18:01:53\n\
Text: Yet another REST ticket';
jQuery(document).ready( function() {
var formData = new FormData();
formData.append( 'content', fields );
$.ajax({
type: 'POST',
url: 'https://rt.myrtsrv.com/REST/1.0/edit',
data: formData,
processData: false,
contentType: false,
success:function(data){
$(#ajax-panel).append(pre+data+/pre);
}
});
});
The server returns this respsonse:
RT/4.2.3 400 Bad Request
# Ticket new
does not exist.
I've tried the same method with the rt command line tool, and it succeeds.
I can paste in the request headers and POST data this generates if it's not
obvious what I'm doing wrong.
Thanks,
Brian
--
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http://bestpractical.com/training
[rt-users] remote sql server w/ ssl RT make upgrade-database problem
Trying to upgrade from RT 4.2.1 to 4.2.4 with a remote SSL required Mysql
server. I've had the current version working fine for months by modifying
/opt/rt/lib/RT/Handle.pm as such, where ++ denotes added lines.
sub BuildDSN {
my $self = shift;
# Unless the database port is a positive integer, we really don't want
to pass it.
my $db_port = RT-Config-Get('DatabasePort');
$db_port = undef unless (defined $db_port $db_port =~ /^(\d+)$/);
my $db_host = RT-Config-Get('DatabaseHost');
$db_host = undef unless $db_host;
my $db_name = RT-Config-Get('DatabaseName');
my $db_type = RT-Config-Get('DatabaseType');
$db_name = File::Spec-catfile($RT::VarPath, $db_name)
if $db_type eq 'SQLite'
!File::Spec-file_name_is_absolute($db_name);
++ my $DBDriver = $RT::DatabaseType;
++$DBDriver .= :mysql_read_default_file=$RT::MySQLClientConfigFile if
++(defined $RT::MySQLClientConfigFile);
my %args = (
Host = $db_host,
Database = $db_name,
Port = $db_port,
++Driver = $DBDriver,
RequireSSL = RT-Config-Get('DatabaseRequireSSL'),
I have already run make upgrade, copied my changes to Handle.pm and verified
that the connection works using the web interface. Make upgrade-database
fails however saying access denied for user@RTwebhostname (using
password: YES)
Can anyone think of a way to:
1.For the make upgrade-database script to use the connection
specified in RT_SiteConfig that works. or
2. Do a manual database upgrade using a manual connection via mysql -D
.. Etc. etc.
I'd very much appreciate any assistance!
Jim
Jim Pollard
IT Coordinator
Department of Biomedical Engineering
University of Texas at Austin
mailto:i...@bme.utexas.edu i...@bme.utexas.edu
512.471.7576
It's a strange thing about determined seekers-after-wisdom that, no matter
where they happen to be, they'll always seek that wisdom which is a long way
off. Wisdom is one of the few things that looks bigger the farther away it
is.
Terry Pratchett
smime.p7s
Description: S/MIME cryptographic signature
--
RT Training - Boston, September 9-10
http://bestpractical.com/training
Re: [rt-users] Creating ticket through REST API with AJAX
jQuery(document).ready( function() {
var formData = new FormData();
formData.append( 'content', fields );
$.ajax({
type: 'POST',
url: 'https://rt.myrtsrv.com/REST/1.0/edit',
Maybe call new instead of edit?
https://rt.myrtsrv.com/REST/1.0/ticket/new
--
--
RT Training - Boston, September 9-10
http://bestpractical.com/training
[rt-users] RT could not load a valid user
Hello everyone,
I've been googling for more than half the day now, and still don't have an
answer.
I just can't put new emails into RT4.
I just installed RT4, with no external authentication.
I use fetchmail to grab mail from a user off server.
When I get fetchmail to pull the emails, rt-mailgate does the job, but I
get errors, and no tickets are created.
here are the issues and the site config.
I hope someone can help?
*fetchmail config:*
poll mail.mydomain.com proto pop3:
username supp...@mydomain.com password mypassword mda
/opt/rt4/bin/rt-mailgate --url http://rt.mydomain.com/ --queue -SupportQ-
--action correspond
*/var/log/messages:*
May 29 14:09:29 rt RT: [9241] Could not record email: Message Bounced
May 29 14:09:30 rt RT: [9241] RT Received mail (
20140529163951.d0efc41...@rt.switchworks.com#012) from itself.
May 29 14:09:30 rt RT: [9241] RT Bounce: RT Bounce: RT Bounce: RT Bounce:
RT Bounce: RT Bounce: RT Bounce: Could not load a valid user: RT thinks
this message may be a bounce
*email gets sent to me:*
RT thinks this message may be a bounce
RT thinks this message may be a bounce
RT thinks this message may be a bounce
RT thinks this message may be a bounce
RT thinks this message may be a bounce
RT thinks this message may be a bounce
RT thinks this message may be a bounce
RT could not load a valid user, and RT's configuration does not allow
for the creation of a new user for this email (someem...@domain.com).
You might need to grant 'Everyone' the right 'CreateTicket' for the
queue -SupportQ-.
*I have gone into the global group rights,*
*and granted 'create tickets to everyone AND unprivalaged.*
*and the group rights for the queue as well...*
*I also tried these settings in the config:*
Set($AutoCreate, {UnPrivileged = 1});
Set($AutoCreate, {Privileged = 0});
Set($AutoCreateNonExternalUsers,1);
Set($AutoCreateNonExternalUsers, 0);
*nothing seems to help.here is my RT_SiteConfig.pm:*
# Enable 'code' tickets in approval processing
Set($UseCodeTickets, 1);
# Enable batch transaction scrips
Set($UseTransactionBatch , 1);
@EmailInputEncodings = qw(utf-8 big5 us-ascii);
Set($CompanySpecific, '');
Set($rtname , http://rt.switchworks.com;);
Set($Organization , switchworks.com);
Set($DatabaseType , 'mysql');
Set($DatabaseUser , 'root');
Set($DatabasePassword , 'RTadmin78');
Set($DatabaseName , 'rt4');
Set($OwnerEmail , 'wrott...@gmail.com');
Set($RTAddressRegexp , supp...@mydomain.com);
Set($OverrideOutgoingMailFrom, {
'Default' = supp...@mydomain.com,
'General' = supp...@mydomain.com,
});
# Set($FriendlyFromLineFormat, Support %s);
Set($UseFriendlyFromLine, 0);
Set($WebDomain, 'rt.switchworks.com');
Set($WebBaseURL , http://rt.switchworks.com;);
Set($WebPath , );
Set($WebURL , http://rt.switchworks.com; . $WebPath . /);
Set($WebImagesURL , http://rt.switchworks.com/; . NoAuth/images/);
Set($LogoURL , http://rt.switchworks.com/NoAuth/images/; . rt.jpg);
# Enable HTML in tickets
Set($PreferRichText, 1);
Set($MessageBoxRichText, 1);
Set($MessageBoxRichTextHeight, 200);
Set($AutoCreateNonExternalUsers, 1);
*any help would be greatly appreciated!*
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[rt-users] Problem with attachment size limits
Hi, I'm running RT 4.0.8, Apache 2.2.24, on CentOS 6.4 (final) with Mysql 5.1.67-1 I cannot attach files larger in size than a couple of hundred kb to tickets. Yes ... I've changed made all the upload max size parameters that I'm aware of, restarted apache and restarted the server: php.ini: post_max_size = 8M upload_max_filesize = 4M conf.d/fcgid.conf: FcgidMaxRequestLen 400 RT_SiteConfig.pm: Set($MaxAttachmentSize, 10_000_000); Set($DropLongAttachments, 10_000_000); Problem persists. Anyone know what I'm missing here? -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Problem with attachment size limits
what's the mysql max_allowed_packet set to? Also RT doesn't use PHP, it's written in perl so any php setting would have no effect. -- Later, Darin On Thu, May 29, 2014 at 4:04 PM, Duncan Napier dgnap...@sfu.ca wrote: Hi, I'm running RT 4.0.8, Apache 2.2.24, on CentOS 6.4 (final) with Mysql 5.1.67-1 I cannot attach files larger in size than a couple of hundred kb to tickets. Yes ... I've changed made all the upload max size parameters that I'm aware of, restarted apache and restarted the server: php.ini: post_max_size = 8M upload_max_filesize = 4M conf.d/fcgid.conf: FcgidMaxRequestLen 400 RT_SiteConfig.pm: Set($MaxAttachmentSize, 10_000_000); Set($DropLongAttachments, 10_000_000); Problem persists. Anyone know what I'm missing here? -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Creating ticket through REST API with AJAX
On Thu, May 29, 2014 at 01:58:48PM -0400, Jim Brandt wrote:
jQuery(document).ready( function() {
var formData = new FormData();
formData.append( 'content', fields );
$.ajax({
type: 'POST',
url: 'https://rt.myrtsrv.com/REST/1.0/edit',
Maybe call new instead of edit?
https://rt.myrtsrv.com/REST/1.0/ticket/new
Thanks, Jim. I should have checked the wiki. Progress, but now the server
replies
RT/4.2.3 200 Ok
# Could not create ticket.
# Could not create ticket. Queue not set
The user has all 'Modify' rights on the queue directly, not through a group. I
can tell that RT is consuming all the headers because RT logs the 'Starts' and
'Due' fields.
Any suggestions appreciated.
Thanks,
Brian
--
RT Training - Boston, September 9-10
http://bestpractical.com/training
Re: [rt-users] Problem with attachment size limits
Hi, It was 1 Mb. I upped it to 4 Mb in my.cnf and everything is now good. Thanks a lot! Duncan. - Original Message - what's the mysql max_allowed_packet set to? Also RT doesn't use PHP, it's written in perl so any php setting would have no effect. -- Later, Darin On Thu, May 29, 2014 at 4:04 PM, Duncan Napier dgnap...@sfu.ca wrote: Hi, I'm running RT 4.0.8, Apache 2.2.24, on CentOS 6.4 (final) with Mysql 5.1.67-1 I cannot attach files larger in size than a couple of hundred kb to tickets. Yes ... I've changed made all the upload max size parameters that I'm aware of, restarted apache and restarted the server: php.ini: post_max_size = 8M upload_max_filesize = 4M conf.d/fcgid.conf: FcgidMaxRequestLen 400 RT_SiteConfig.pm: Set($MaxAttachmentSize, 10_000_000); Set($DropLongAttachments, 10_000_000); Problem persists. Anyone know what I'm missing here? -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Problem with attachment size limits
On 05/29/2014 04:42 PM, Duncan Napier wrote: It was 1 Mb. I upped it to 4 Mb in my.cnf and everything is now good. Thanks a lot! RT already explicitly warns during database setup, as well as during server startup, if the max_allowed_packet is 1M or less. Always read the warning messages, and check your Apache error logs! - Alex -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Problem with attachment size limits
The only errors I found in the Apache log were the mod_fastcgi errors, as the default upload size for fastCGI is 128K. Once I upped that, the errors went away, but uploads were still for failing uploads 1 Mb. Unfortunately, the mySQL packet errors don't appear in the Apache error logs. Duncan. - Original Message - On 05/29/2014 04:42 PM, Duncan Napier wrote: It was 1 Mb. I upped it to 4 Mb in my.cnf and everything is now good. Thanks a lot! RT already explicitly warns during database setup, as well as during server startup, if the max_allowed_packet is 1M or less. Always read the warning messages, and check your Apache error logs! - Alex -- Submit IT support requests for MBB to http://at.sfu.ca/ohIkbR Regards, Duncan. --- Duncan Napier duncan_nap...@sfu.ca http://www.sfu.ca/~dgnapier/ IT Consultant Faculty of Science Simon Fraser University It takes ten years to become good at being a kid. Then another ten years to become good at not being a kid - Larry Wall. -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Problem with attachment size limits
On 05/29/2014 06:26 PM, Duncan Napier wrote: The only errors I found in the Apache log were the mod_fastcgi errors Ah -- I failed to notice you're still on 4.0.8; the warnings I referenced appeared in 4.0.12. - Alex -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] RT 4.2.3 - Charting - Group By Ticket ID
Hi List (Sorry if this is a doubleup I cant seem to post even though I am subscribed), Trying to make a performance report where the x-axis value is the Ticket ID so we can see if a job was done on time (Due Date set via the SLA Extension) However I couldn't select this as an option in the group by field. I editted /lib/RT/Report/Tickets.pm from our @GROUPINGS = ( Status = 'Enum', #loc_left_pair Queue = 'Queue', #loc_left_pair Owner = 'User',#loc_left_pair Creator = 'User',#loc_left_pair LastUpdatedBy = 'User',#loc_left_pair Requestor = 'Watcher', #loc_left_pair Cc= 'Watcher', #loc_left_pair AdminCc = 'Watcher', #loc_left_pair Watcher = 'Watcher', #loc_left_pair Created = 'Date',#loc_left_pair Starts= 'Date',#loc_left_pair Started = 'Date',#loc_left_pair Resolved = 'Date',#loc_left_pair Due = 'Date',#loc_left_pair Told = 'Date',#loc_left_pair LastUpdated = 'Date',#loc_left_pair CF= 'CustomField', #loc_left_pair ); our %GROUPINGS; to our @GROUPINGS = ( Status = 'Enum', #loc_left_pair id = 'Enum', Queue = 'Queue', #loc_left_pair Owner = 'User',#loc_left_pair Creator = 'User',#loc_left_pair LastUpdatedBy = 'User',#loc_left_pair Requestor = 'Watcher', #loc_left_pair Cc= 'Watcher', #loc_left_pair AdminCc = 'Watcher', #loc_left_pair Watcher = 'Watcher', #loc_left_pair Created = 'Date',#loc_left_pair Starts= 'Date',#loc_left_pair Started = 'Date',#loc_left_pair Resolved = 'Date',#loc_left_pair Due = 'Date',#loc_left_pair Told = 'Date',#loc_left_pair LastUpdated = 'Date',#loc_left_pair CF= 'CustomField', #loc_left_pair ); our %GROUPINGS; and am able to use id as an x-axis value and I can generate all the graphs we wanted. However is this the proper way to do this or is there a better way to get this functionality that will survive through upgrades? Thanks in advance -- View this message in context: http://requesttracker.8502.n7.nabble.com/RT-4-2-3-Charting-Group-By-Ticket-ID-tp57531.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training - Boston, September 9-10 http://bestpractical.com/training
