Re: [rt-users] Using 2 mail address for all ques

[Trev]

Oh, so..

  You do need to setup a mailbox for rt-comment and rt-correspondance as
they are, in fact, email accounts needing a mailbox for fetchmail to poll.

  Just to be clear.

  Worth noting -- although I do specify the Queue as 'IT General' -- RT
overrides this and adds the Reply or Correspondance to the correct ticket,
no matter the queue. I could probably clean this up as it is leftover from
my initial build and testing, but it works fine so I have left it.


 Fetchmailrc on my end accounts:

root@jamie:~# cat /etc/fetchmailrc
set daemon 60
set invisible
set no bouncemail
set syslog
set logfile /var/log/fetchmail.log

poll oa-internal.domain.com protocol imap username "rt-correspondance"
password "password" mda "/opt/rt4/bin/rt-mailgate --no-verify-ssl --queue
'IT General' --action correspond --url http://jamie.domain.com/; no keep

poll oa-internal.domain.com protocol imap username "rt-comment" password
"password" mda "/opt/rt4/bin/rt-mailgate --no-verify-ssl --queue 'IT
General' --action correspond --url http://jamie.domain.com/; no keep

#other mailboxes below here, specifically for enabling email to support
(and other departments) to open tickets.






On Tue, Dec 29, 2015 at 1:30 PM, Trev  wrote:

> Yes,
>
>   RT parses the ticket id in the subject line to then apply the comments
> or correspondence based on the correct ticket id number (located in the
> subject line).
>
>   I am using fetchmail as well... without problems at this point...
> running on debian.
>
>   As I add queues, I am sure to keep the default Reply Address and Comment
> Address address fields blank and RT will use the defaults.
>
>   Currently have about 40 queues, some are using email accounts to create
> tickets with, some are not, but every queue uses the default Reply Address
> and Comment Address.
>
>   Rt 4.10.12 on Debian.
>
>I hope this helps.
>
> Trev
>
> On Tue, Dec 29, 2015 at 3:03 AM, Asanka Gunasekera <
> asanka_gunasek...@yahoo.co.uk> wrote:
>
>> Hi Trevor, thank you for the reply, that is great! but as per
>>
>> http://kb.mit.edu/confluence/pages/viewpage.action?pageId=151106427
>>
>> RT users the mail address in a particular way to sort the correspondence
>> and comments, does this works in your case?
>>
>> I am using fetchmail to retrieve mail, do I need to change the mail
>> client? Can you direct me to an document to get this going?
>>
>> I am sorry if this sounds out of the way, what are the precautions that I
>> need to change the current set-up?
>>
>> Thanks and Best Regards
>>
>> 
>> On Mon, 28/12/15, Trev  wrote:
>>
>>  Subject: Re: [rt-users] Using 2 mail address for all ques
>>  To: "Asanka Gunasekera" 
>>  Cc: "RT-List" 
>>  Date: Monday, 28 December, 2015, 19:31
>>
>>  You can
>>  use a shared rt-correspondance@ and rt-comment@ address. RT
>>  will use the ticket # when reading to modify the ticket
>>  accordingly.
>>  I have about 30
>>  or so queues, and I use common rt-correspondance@  and
>>  rt-comments@ as you are asking about, without
>>  issue.
>>  Trev
>>  On Mon, Dec 28, 2015 at
>>  6:42 AM, Asanka Gunasekera 
>>  wrote:
>>  Hi just
>>  wondering whether it is possible to use just 2 email
>>  addresses for all the queues. Once for correspondence and
>>  another for comment. In my RT implementation I have about 25
>>  queus and each queue needs minimum of 1 dedicated mail
>>  account. If above is possible please let me know guide hot
>>  to achieve this!
>>
>>
>>
>>  Thanks and Regards
>>
>>
>>
>

Re: [rt-users] script problem with ticket create.

[Jeffrey Pilant]

norman writes:
>Hi.
>I seem to be missing something.
>there is no "on correspond auto-reply to requester" script that i can 
>see, Only the script i laid out earlier.
>If i disable the following script, it fixes the issues but also disables 
>my aupo-reply on create.
>The script is laid out as follows with the code added that i had been 
>given earlier in this thread.
>Condition: "user defined", with the following code in the "custom 
>condition" box.


This makes me think your correspondence is going to the create address.
What are your mail aliases?
Do the comment/correspondent have the ticket # in the subject line?

/jeff


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Re: [rt-users] Using 2 mail address for all ques

[Trev]

Yes,

  RT parses the ticket id in the subject line to then apply the comments or
correspondence based on the correct ticket id number (located in the
subject line).

  I am using fetchmail as well... without problems at this point... running
on debian.

  As I add queues, I am sure to keep the default Reply Address and Comment
Address address fields blank and RT will use the defaults.

  Currently have about 40 queues, some are using email accounts to create
tickets with, some are not, but every queue uses the default Reply Address
and Comment Address.

  Rt 4.10.12 on Debian.

   I hope this helps.

Trev

On Tue, Dec 29, 2015 at 3:03 AM, Asanka Gunasekera <
asanka_gunasek...@yahoo.co.uk> wrote:

> Hi Trevor, thank you for the reply, that is great! but as per
>
> http://kb.mit.edu/confluence/pages/viewpage.action?pageId=151106427
>
> RT users the mail address in a particular way to sort the correspondence
> and comments, does this works in your case?
>
> I am using fetchmail to retrieve mail, do I need to change the mail
> client? Can you direct me to an document to get this going?
>
> I am sorry if this sounds out of the way, what are the precautions that I
> need to change the current set-up?
>
> Thanks and Best Regards
>
> 
> On Mon, 28/12/15, Trev  wrote:
>
>  Subject: Re: [rt-users] Using 2 mail address for all ques
>  To: "Asanka Gunasekera" 
>  Cc: "RT-List" 
>  Date: Monday, 28 December, 2015, 19:31
>
>  You can
>  use a shared rt-correspondance@ and rt-comment@ address. RT
>  will use the ticket # when reading to modify the ticket
>  accordingly.
>  I have about 30
>  or so queues, and I use common rt-correspondance@  and
>  rt-comments@ as you are asking about, without
>  issue.
>  Trev
>  On Mon, Dec 28, 2015 at
>  6:42 AM, Asanka Gunasekera 
>  wrote:
>  Hi just
>  wondering whether it is possible to use just 2 email
>  addresses for all the queues. Once for correspondence and
>  another for comment. In my RT implementation I have about 25
>  queus and each queue needs minimum of 1 dedicated mail
>  account. If above is possible please let me know guide hot
>  to achieve this!
>
>
>
>  Thanks and Regards
>
>
>

Re: [rt-users] INET6 - bug

[Bill Cole]

On 29 Dec 2015, at 16:36, Marcelo Calado | TBS TAX Services wrote:


Hi There,

I've been having this error after the Fetchmail has flushed my mails:
Subroutine IO::Socket::INET6::sockaddr_in6 redefined at
/usr/share/perl5/Exporter.pm line 67.
at /usr/share/perl5/IO/Socket/INET6.pm line 21.

I googled around a bit and came across many solutions that classified 
this

as a bug and which was fixed in version 2.69.


None of that refers to anything that is part of RT. That's a version 
number for the *OBSOLETE* Perl module IO::Socket::INET6.


Does anyone have the official fix for this? I've seen some blog posts 
but

would like to know the right way to go about fixing this.


Nothing should be using IO::Socket::INET6. It is abandoned (note 
https://bitbucket.org/shlomif/perl-io-socket-inet6/overview) and has 
been superseded by IO::Socket::IP. If you can't convert whatever is 
using it to use IO::Socket::IP, I guess you could upgrade to to the last 
version but it would be a bit like running Windows ME: no one else uses 
it *BECAUSE IT'S SHODDY*, no one cares about any bugs you might run 
into, and nothing else you want to run will accommodate the quirky 
exercise in inscrutable nostalgia.

[rt-users] Scrip to Assign Ticket Field Value from User field

[Marcelo Calado | TBS TAX Services]

Hi There!

First off I am NOT a programmer and a newbie to perl:)

I'd like to create a Scrip that looks at the requestor's (of course...
presuming, that was created before), if it matches, the scrip will assign
some ticket field values from User field values.

This scrip will fill up fields as a Users.Address, Users.City,
Users.MobilePhone, eg from Users (requestor) to ticket fields
(TicketCustomField.Address, TicketCustomField.City, e.g.).

I've looked at some of the sample scrips available on the website 

Could somebody give me some tips, or point me in the right direction? 

Thanks
Marcelo Calado.

[rt-users] INET6 - bug

[Marcelo Calado | TBS TAX Services]

Hi There,

I've been having this error after the Fetchmail has flushed my mails: 
Subroutine IO::Socket::INET6::sockaddr_in6 redefined at
/usr/share/perl5/Exporter.pm line 67.
 at /usr/share/perl5/IO/Socket/INET6.pm line 21.

I googled around a bit and came across many solutions that classified this
as a bug and which was fixed in version 2.69. 

Does anyone have the official fix for this? I've seen some blog posts but
would like to know the right way to go about fixing this.

RT 4.2
Centos 6.7

Thanks!

Marcelo Calado.

Re: [rt-users] [request-tracker-maintainers] Bug#809376: rt4-fcgi: support systemd init natively

[Christian Loos]

Am 30.12.2015 um 00:37 schrieb Dominic Hargreaves:
> Hi Chris,
> 
> Thanks for this. I noticed that your service unit file does not include
> any mention of a dependency on mysql or postgresql; something that was
> recently added to the init script exactly for systemd compatibility.
> Do you know if this should be added to the unit file too?
> 
> Cheers,
> Dominic.

Hi Dominic,

actually the Restart=on-failure and RestartSec=5 lets spawn-fcgi
try to connect to the database every 5 seconds.

As this works for both, database on the same host and database on a
remote host, I think this is the better solution.

Chris

Re: [rt-users] Using 2 mail address for all ques

[Asanka Gunasekera]

Hi Trevor, thank you for the reply, that is great! but as per 

http://kb.mit.edu/confluence/pages/viewpage.action?pageId=151106427

RT users the mail address in a particular way to sort the correspondence and 
comments, does this works in your case?

I am using fetchmail to retrieve mail, do I need to change the mail client? Can 
you direct me to an document to get this going?

I am sorry if this sounds out of the way, what are the precautions that I need 
to change the current set-up?

Thanks and Best Regards


On Mon, 28/12/15, Trev  wrote:

 Subject: Re: [rt-users] Using 2 mail address for all ques
 To: "Asanka Gunasekera" 
 Cc: "RT-List" 
 Date: Monday, 28 December, 2015, 19:31
 
 You can
 use a shared rt-correspondance@ and rt-comment@ address. RT
 will use the ticket # when reading to modify the ticket
 accordingly.
 I have about 30
 or so queues, and I use common rt-correspondance@  and
 rt-comments@ as you are asking about, without
 issue.
 Trev
 On Mon, Dec 28, 2015 at
 6:42 AM, Asanka Gunasekera 
 wrote:
 Hi just
 wondering whether it is possible to use just 2 email
 addresses for all the queues. Once for correspondence and
 another for comment. In my RT implementation I have about 25
 queus and each queue needs minimum of 1 dedicated mail
 account. If above is possible please let me know guide hot
 to achieve this!
 
 
 
 Thanks and Regards