Re: [rt-users] In Line Images in Emails
Hi Emmanuel,
Thanks for your reply.
The test case for us was quite simple. We use Miscrosoft Office Outlook as the
email client.
1) Create a ticket
2) The Ticket owner updates the ticket by sending an email to RT that has
an inline image
3) RT sends an email to the Requestor and CC's that has been converted to
plain text
We believe that the plain text conversion was taking place in Transaction.pm
here (highlighted):
my $content;
if ( my $content_obj =
$self-ContentObj( $args{Type} ? ( Type = $args{Type} ) : () ) )
{
$content = $content_obj-Content ||'';
$RT::Logger-debug( From Transaction.pm args{type} is .$args{Type} );
$RT::Logger-debug( but the detected object type of the content is
.$content_obj-ContentType );
if ( lc $content_obj-ContentType eq 'text/html' ) {
#if ( 1 ) {
$content =~ s/p--\s+br \/.*?$//s if $args{'Quote'};
if ($args{Type} ne 'text/html') {
$RT::Logger-error( In content type is html .$args{Type} );
$content = RT::Interface::Email::ConvertHTMLToText($content);
}
}
else {
$content =~ s/\n-- \n.*?$//s if $args{'Quote'};
if ($args{Type} eq 'text/html') {
# Extremely simple text-html converter
$content =~ s//#38;/g;
$content =~ s//lt;/g;
$content =~ s//gt;/g;
$content = pre$content/pre;
}
}
}
We also think that we have solved the issue with a modification as follows:
my $all_parts = $self-Attachments;
+while ( my $part = $all_parts-Next ) {
+#$RT::Logger-debug(Detected a part in the multipart of type
.$part-ContentType);
+if ( lc $part-ContentType eq 'text/html' ) {
+return $part;
+}
+next;
+}
while ( my $part = $all_parts-Next ) {
next unless RT::I18N::IsTextualContentType($part-ContentType)
$part-Content;
#$RT::Logger-debug(Figured this part of type
.$part-ContentType. would do you);
return $part;
}
Could you confirm that this code change is appropriate.
Regards
Kevin Curtis
FarSite Communications.
-Original Message-
From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of
Emmanuel Lacour
Sent: 30 May 2014 17:32
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] In Line Images in Emails
On Fri, May 30, 2014 at 11:57:22AM +0100, Kevin Curtis wrote:
We have found that whenever RT receives an email that contains an inline
image (internally or externally), any emails that get sent out by RT (for
example to the CC list or the requestor or the owner) the email that gets
sent out has the text/html section stripped of any html formatting and the
text is encased in a pre .. /pre block.
html/body is stripped in RT::Transaction-Content, but not wrapped in pre ...
can you send more information (test case) for this problem?
There is not an image either.
The problem appears when the image is referenced as src=cid: There is a
bug caused by the fact that RT changes multipart/related to multipart/mixed
that breaks displaying of inline images.
I worked a bit on this but did not found a beautiful fix (as a template may
makes reference to another Transaction content than the current one ...).
A quick fix is to hack RT::Transaction::Content so it looks for CIDs, then try
to find corresponding images attachments in RT::Tickets-Attachments, then
replaced the CID by src=data:image
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http://bestpractical.com/training
--
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http://bestpractical.com/training
Re: [rt-users] In Line Images in Emails
On Mon, Jun 02, 2014 at 09:48:03AM +0100, Kevin Curtis wrote:
Hi Emmanuel,
The test case for us was quite simple. We use Miscrosoft Office Outlook
as the email client.
1) Create a ticket
2) The Ticket owner updates the ticket by sending an email to RT that
has
an inline image
3) RT sends an email to the Requestor and CC’s that has been converted
to plain text
So it looks that your Template that is used to send this email is not
using something like:
RT-Attach-Message: yes
Content-Type: text/html
[...]
{$Transaction-Content( Type = text/html)}
--
Easter-eggs Spécialiste GNU/Linux
44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité
Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 43 35 00 76
mailto:elac...@easter-eggs.com - http://www.easter-eggs.com
--
RT Training - Boston, September 9-10
http://bestpractical.com/training
Re: [rt-users] In Line Images in Emails
Hi,
The Template for Correspondence is as you show below, as does the one for
Transaction. Is there another that I should check?
Regards
Kevin
-Original Message-
From: Emmanuel Lacour [mailto:elac...@easter-eggs.com]
Sent: 02 June 2014 10:07
To: Kevin Curtis
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] In Line Images in Emails
On Mon, Jun 02, 2014 at 09:48:03AM +0100, Kevin Curtis wrote:
Hi Emmanuel,
The test case for us was quite simple. We use Miscrosoft Office Outlook
as the email client.
1) Create a ticket
2) The Ticket owner updates the ticket by sending an email to RT that
has
an inline image
3) RT sends an email to the Requestor and CC’s that has been converted
to plain text
So it looks that your Template that is used to send this email is not using
something like:
RT-Attach-Message: yes
Content-Type: text/html
[...]
{$Transaction-Content( Type = text/html)}
--
Easter-eggs Spécialiste GNU/Linux
44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité
Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 43 35 00 76
mailto:elac...@easter-eggs.com - http://www.easter-eggs.com
--
RT Training - Boston, September 9-10
http://bestpractical.com/training
Re: [rt-users] In Line Images in Emails
On Mon, Jun 02, 2014 at 10:27:07AM +0100, Kevin Curtis wrote: Hi, The Template for Correspondence is as you show below, as does the one for Transaction. Is there another that I should check? and your scrip is really using this template or the non-html one? -- Easter-eggs Spécialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 43 35 00 76 mailto:elac...@easter-eggs.com - http://www.easter-eggs.com -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] In Line Images in Emails
Yes I believe so. For example, scrip 12 references the Template Correspondence. And that template is using text/html. I note that there is a Correspondence and a Correspondence in HTML template and both appear to be the same. I did read that there is a script to convert text/pain templates to text/html templates, does it do anything else that might be significant? I am not sure if that script has been run or if the Templates were changes manually. Does the Global/Templates list normally show the Template and the Template in HTML entries? Regards Kevin -Original Message- From: Emmanuel Lacour [mailto:elac...@easter-eggs.com] Sent: 02 June 2014 11:03 To: Kevin Curtis Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] In Line Images in Emails On Mon, Jun 02, 2014 at 10:27:07AM +0100, Kevin Curtis wrote: Hi, The Template for Correspondence is as you show below, as does the one for Transaction. Is there another that I should check? and your scrip is really using this template or the non-html one? -- Easter-eggs Spécialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 43 35 00 76 mailto:elac...@easter-eggs.com - http://www.easter-eggs.com -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Problem with WYSIWYG Editor in tickets
Markus Wildbolz wrote, On 01/06/2014 21:00: Problem with WYSIWYG Editor in tickets I have made a new installation of RT 4.2.4 on Debian 7. I now have the problem (in comparison to my old system running RT 4.0.1) that it is not possible to create a HTML-Table via the WYSIWYG interface. If i click the button, the screen is gray for a moment and nothing happens! Also, I cannot paste content from MS-Word via the appropriate button. Sounds like you are experiencing similar issues I have with the CKEditor element. Alex commented last week that there are some fixes scheduled for inclusion in the 4.2.5 update which may be in rc1 this week. I'd suggest waiting for that update. Cheers, Keith Do you have any recommendations for my what i can check? Maybe I should notice, that I upgraded the database from my old system... Thanks in advance, Markus W. -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] creating tickets with CF values without ModifyCustomField right
Hi, is it possible to create tickets with CF values for users that don't have the ModifyCustomField right? Currently if fails with Permission Denied in RT::CustomField-AddValueForObject(). We have some users that use the RT WebUI to create tickets and must enter on ticket create some CF values. The same users also have ShowTicket (and ShowQueue) right to get later some informations about the ticket history. This users are don't allowed to change CF values later on the tickets, so I can't give them the ModifyCustomField right. It is also not obvious that you have to grant users the ModifyCustomField right to be able to create tickets with CF values, as they want to *Create* values and not *Modify* values. As there isn't an CreateCustomField(Values) right I think at least for ticket create it would be better if SeeCustomField would be sufficient to create tickets with CF values. Chris -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] creating tickets with CF values without ModifyCustomField right
On Mon, Jun 02, 2014 at 02:44:14PM +0200, Christian Loos wrote: Hi, is it possible to create tickets with CF values for users that don't have the ModifyCustomField right? Currently if fails with Permission Denied in RT::CustomField-AddValueForObject(). We have some users that use the RT WebUI to create tickets and must enter on ticket create some CF values. The same users also have ShowTicket (and ShowQueue) right to get later some informations about the ticket history. This users are don't allowed to change CF values later on the tickets, so I can't give them the ModifyCustomField right. It is also not obvious that you have to grant users the ModifyCustomField right to be able to create tickets with CF values, as they want to *Create* values and not *Modify* values. As there isn't an CreateCustomField(Values) right I think at least for ticket create it would be better if SeeCustomField would be sufficient to create tickets with CF values. Indeed there is only See/Modify customfield rights (not set). That's a known feature request: http://issues.bestpractical.com/Ticket/Display.html?id=14974 that is still unimplemented ... a patch may help this feature to be present in a 4.4 release i suppose ;) -- Easter-eggs Spécialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 43 35 00 76 mailto:elac...@easter-eggs.com - http://www.easter-eggs.com -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] RT and IR version comparison
Hello, is there a documentation about the differences between RT (and IR plugin) versions? I need to report: 1. the functions of RT 3.0.12 and 4.0.20 2. the functions of IR plugin 1.0.5 and 3.0.2 In other words I would like to compare them in functionality and I need the basic function list of RT and IR (what functions does this ticketing system have). Thanks, Tamas Szep GovCERT-Hungary -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Problem with WYSIWYG Editor in tickets
On Mon, Jun 02, 2014 at 12:18:56PM +0100, Keith Macpherson wrote: Markus Wildbolz wrote, On 01/06/2014 21:00: I have made a new installation of RT 4.2.4 on Debian 7. I now have the problem (in comparison to my old system running RT 4.0.1) that it is not possible to create a HTML-Table via the WYSIWYG interface. If i click the button, the screen is gray for a moment and nothing happens! Also, I cannot paste content from MS-Word via the appropriate button. Sounds like you are experiencing similar issues I have with the CKEditor element. Alex commented last week that there are some fixes scheduled for inclusion in the 4.2.5 update which may be in rc1 this week. I'd suggest waiting for that update. RC1 was released last week. Reports of successes or failures are useful. http://www.gossamer-threads.com/lists/rt/devel/123459 -kevin pgpLPQfghEDaM.pgp Description: PGP signature -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] rt-importer doesn't keep scrips-queues bindings
On Sat, May 31, 2014 at 08:48:22AM +0200, Thibault Le Meur wrote: Le 31/05/2014 08:22, Thibault Le Meur a �crit : On Friday, May 30, 2014 18:11 CEST, Kevin Falcone falc...@bestpractical.com wrote: I believe you're running into this http://issues.bestpractical.com/Ticket/Display.html?id=29949 Thanks for your answer. This ticket is about objectscrips not serialized. However, in my case, scrips are correctly exported and imported into my new DB, only the bindings are missing. My mistake, this ticket is exactly about my problem, but I'm not used to the mobile version of RT and didn't read the history, just the summary. I'll try the proposed patch then. For anyone reading the archives, there is a second part of the patch discovered during review. It's better to test 4.2.5rc1 than the patch http://www.gossamer-threads.com/lists/rt/devel/123459 -kevin pgpYJ8tnf1ISO.pgp Description: PGP signature -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Problem with WYSIWYG Editor in tickets
You are great. The update to 4.2.5rc1 definitely solved my problems! Thanks for the quick response! Greetings from Austria, Markus -Ursprüngliche Nachricht- Von: Kevin Falcone [mailto:falc...@bestpractical.com] Gesendet: Mo 02.06.2014 16:48 An: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] Problem with WYSIWYG Editor in tickets On Mon, Jun 02, 2014 at 12:18:56PM +0100, Keith Macpherson wrote: Markus Wildbolz wrote, On 01/06/2014 21:00: I have made a new installation of RT 4.2.4 on Debian 7. I now have the problem (in comparison to my old system running RT 4.0.1) that it is not possible to create a HTML-Table via the WYSIWYG interface. If i click the button, the screen is gray for a moment and nothing happens! Also, I cannot paste content from MS-Word via the appropriate button. Sounds like you are experiencing similar issues I have with the CKEditor element. Alex commented last week that there are some fixes scheduled for inclusion in the 4.2.5 update which may be in rc1 this week. I'd suggest waiting for that update. RC1 was released last week. Reports of successes or failures are useful. http://www.gossamer-threads.com/lists/rt/devel/123459 -kevin -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] remote sql server w/ ssl RT make upgrade-database problem
Got it. Hopefully this will be much more useful:
/usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database
--action upgrade --prompt-for-dba-password
In order to create or update your RT database, this script needs to connect
to your mysql instance on mysqldb02.company.site (port '') as root
Please specify that user's database password below. If the user has no
database
password, just press return.
Password:
Working with:
Type: mysql
Host: mysqldb02.company.site
Port:
Name: database_rt4
User: username
DBA:root
Enter RT version you're upgrading from:
Going to apply following upgrades:
* 4.2.2
* 4.2.4
Enter RT version if you want to stop upgrade at some point,
or leave it blank if you want apply above upgrades:
IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP
Proceed [y/N]:
[32426] [Mon Jun 2 18:26:23 2014] [warning]: DBI
connect('dbname=database_rt4;host=mysqldb02.company.site','username',...)
failed: Access denied for user 'username'@'RT.webhost.companysite' (using
password: YES) at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm li
ne 105. (/usr/local/share/perl5/Carp.pm:168)
[32426] [Mon Jun 2 18:26:23 2014] [critical]: Connect Failed Access denied
for user 'username'@'RT.webhost.companysite' (using password: YES)
at /home/admin/rt-4.2.4/sbin/../lib/RT.pm line 212.
(/home/admin/rt-4.2.4/sbin/../lib/RT.pm:393)
Connect Failed Access denied for user 'username'@'RT.webhost.companysite'
(using password: YES)
at /home/admin/rt-4.2.4/sbin/../lib/RT.pm line 212.
make: *** [upgrade-database] Error 255
-Original Message-
From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf
Of Kevin Falcone
Sent: Friday, May 30, 2014 3:24 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] remote sql server w/ ssl RT make upgrade-database
problem
On Thu, May 29, 2014 at 03:29:23PM +, Pollard, James R wrote:
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.
This seems like the sort of thing that could be contributed to core,
assuming it worked on upgrades...
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)
Unfortunately, you cut the important parts, seeing the connection details
printed by make upgrade-database and which step bailed out, since there are
schema changes *and* content changes.
2. Do a manual database upgrade using a manual connection via
mysql -D Etc. etc.
Not possible, since there are changes that require RT to execute perl code
in those (and future) upgrade steps.
I assume you're tripping over RT trying to get a privileged handle for
schema changes and failing somewhere.
-kevin
smime.p7s
Description: S/MIME cryptographic signature
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Re: [rt-users] creating tickets with CF values without ModifyCustomField right
We have this same problem here. If you don't want to wait for the feature request to be implemented, here is one way around it: I ended up creating a second set (copy) of the custom fields. I named them the same thing, but with an underscore character appended. (e.g. If the custom field is called Application the second/copy custom field would be called Application_) Then I gave 'everyone' the right to edit Application_ but not Application. I created a scrip that fires on Ticket Create that looks for all custom fields with the underscore appended and copies them to the custom field of the same name (but without the underscore). The same scrip also moves the ticket to the appropriate queue. In this way, the users can now create new tickets and set the initial values of the custom fields. But once the ticket has been created (thanks to the scrip), it is moved into the proper queue and the users do not have rights to change the custom field values there. Since this 'general' queue needs to have both sets of custom fields applied to it (so the scrip can copy values from one set to the next), I also had to customize the Self Service screen to hide the custom fields that did not have the underscore appended (otherwise the user get confused seeing two copies of [almost] the exact same field name). Just an option that seems to work well for us. =) - Brent -Original Message- From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Emmanuel Lacour Sent: Monday, June 02, 2014 9:21 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] creating tickets with CF values without ModifyCustomField right On Mon, Jun 02, 2014 at 02:44:14PM +0200, Christian Loos wrote: Hi, is it possible to create tickets with CF values for users that don't have the ModifyCustomField right? Currently if fails with Permission Denied in RT::CustomField-AddValueForObject(). We have some users that use the RT WebUI to create tickets and must enter on ticket create some CF values. The same users also have ShowTicket (and ShowQueue) right to get later some informations about the ticket history. This users are don't allowed to change CF values later on the tickets, so I can't give them the ModifyCustomField right. It is also not obvious that you have to grant users the ModifyCustomField right to be able to create tickets with CF values, as they want to *Create* values and not *Modify* values. As there isn't an CreateCustomField(Values) right I think at least for ticket create it would be better if SeeCustomField would be sufficient to create tickets with CF values. Indeed there is only See/Modify customfield rights (not set). That's a known feature request: http://issues.bestpractical.com/Ticket/Display.html?id=14974 that is still unimplemented ... a patch may help this feature to be present in a 4.4 release i suppose ;) -- Easter-eggs Spécialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 43 35 00 76 mailto:elac...@easter-eggs.com - http://www.easter-eggs.com -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Calculate values in charts by percent
Did you find a solution to this? I too would be interested in a percentage calculator -- View this message in context: http://requesttracker.8502.n7.nabble.com/Calculate-values-in-charts-by-percent-tp57497p57575.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training - Boston, September 9-10 http://bestpractical.com/training
