Re: [rt-users] remove large attachments and replace with download link

[Hugo Escobar]

Thank for your comments and suggestions. We decided to upgrade RT to 4.4

On Wed, Jun 8, 2016 at 3:11 AM, Christian Loos  wrote:

> Am 07.06.2016 um 23:23 schrieb Hugo Escobar:
> > We need to give our users the possibility of receiving large files (say
> >> 10MB)
> >
> > Knowing the attachment size limit all email services impose, we thought
> > there should be a way to tell RT to replace large attachments with a
> > download
> > link when constructing the email message allowing the user to access
> those
> > files.
> >
> > I've been searching the internet to no avail.
> >
> > Any help will be appreciated
>
> This is possible in RT 4.4 if you use ExternalStorage Type "AmazonS3"
> [1] and activate the "Direct Linking" feature [2].
>
> Chris
>
> [1]
> https://docs.bestpractical.com/rt/latest/RT_Config.html#External-storage
> [2]
>
> https://docs.bestpractical.com/rt/latest/RT/ExternalStorage/AmazonS3.html#Direct-Linking
>



-- 
Regards,

Hugo Escobar



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RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] Send email when a ticket is deleted?

[Omen Wild]

Quoting Emmanuel Lacour  on Thu, Jun 09 10:50:
>
> You have to write a custom condition scrip like (untested):
> 
> return 1 if ( $self->TransactionObj->Type eq 'Status' &&
> $self->TransactionObj->NewValue eq 'deleted' );

So ... not easy. Thanks, I'll dig into that if I get some time.

-- 
Omen Wild
Systems Administrator
Physics
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RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] Missing Requestor Name from Email

[Andrew Marosi]

And of course somehow overnight it decided to fix itself...awesome - wish I 
could outline what it could have been...
Crisis averted.

From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Andrew Marosi
Sent: Thursday, June 9, 2016 12:58 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Missing Requestor Name from Email

Greetings Everyone,
We recently decommissioned our Exchange 2007 box ( I know I know) and 
pointed all STMP Relay traffic at our Exchange 2010 box.  Ever since that 
change we seem to have lost the name of the person opening the ticket.
The From in outlook used to show:  Apache 
apa...@rt.domain.com on behalf of John Smith 
john.sm...@domain.com
Now it looks like:  Apache apa...@rt.domain.com on 
behalf of RT Queue r...@rt.domain.com

Email is routed like this:
john.sm...@domain.com  -> Exchange 2010 -> Ex2010 
Send Connector to RT Box -> RT Box

Then from RT -> Exchange:
RT Box Sendmail 8 -> RT Box Postfix Relay -> Exchange 2010 -> 
john.sm...@domain.com

I've played with the sendmail arguments, tried different send connector 
settings in Exchange, and modifying the External Recipient/Mail Contact that we 
use to facilitate the RT Mailbox; all to no avail...

Anyone have some ideas?  Thanks in advanced!
Andy
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

[rt-users] Scrip to leverage RT-Extension-HistoryFilter?

[k...@rice.edu]

Hi,

I want to improve the signal to noise ratio from our system and due to
early decisions on the need for notifications, we send too many info
messages. Does anyone have a scrip that leverages the HistoryFilter
user preference setting to control the types of transactions for
which Email is sent, not just in the ticket display. Before I write
it myself, I wanted to see if there was existing code that could be
leveraged. Any pointers will be appreciated.

Regards,
Ken
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] Send email when a ticket is deleted?

[Emmanuel Lacour]

Le 08/06/2016 18:01, Omen Wild a écrit :
> Is there an easy way to have RT send an email when a ticket is deleted?
> We get some spam to our queues and it would be nice to know if someone
> already deleted it.
> 


You have to write a custom condition scrip like (untested):



return 1 if ( $self->TransactionObj->Type eq 'Status' &&
$self->TransactionObj->NewValue eq 'deleted' );

-- 
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RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] Expanding ticket numbers

[Emmanuel Lacour]

Le 08/06/2016 16:34, Joel Bergmark a écrit :
> Hi,
> 
>  
> 
> Got a bit confused regarding expanding current ticket numbers, tried
> google this but didn’t find anything clear. Ee are using #123456 hence
> #99 possible tickets? Problem is that due to spam and other
> unexpected high volume of tickets we are up to 13 already, this was
> much higher than anticipated after just a few months of use and soon
> this will increase even quicker.
> 


I don't know the exact limit (the size of int in perl/postgresql), but I
know RT instances with tickets numbers above million.
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

[rt-users] Missing Requestor Name from Email

[Andrew Marosi]

Greetings Everyone,
We recently decommissioned our Exchange 2007 box ( I know I know) and 
pointed all STMP Relay traffic at our Exchange 2010 box.  Ever since that 
change we seem to have lost the name of the person opening the ticket.
The From in outlook used to show:  Apache apa...@rt.domain.com on behalf of 
John Smith john.sm...@domain.com
Now it looks like:  Apache apa...@rt.domain.com on 
behalf of RT Queue r...@rt.domain.com

Email is routed like this:
john.sm...@domain.com  -> Exchange 2010 -> Ex2010 Send Connector to RT Box -> 
RT Box

Then from RT -> Exchange:
RT Box Sendmail 8 -> RT Box Postfix Relay -> Exchange 2010 -> 
john.sm...@domain.com

I've played with the sendmail arguments, tried different send connector 
settings in Exchange, and modifying the External Recipient/Mail Contact that we 
use to facilitate the RT Mailbox; all to no avail...

Anyone have some ideas?  Thanks in advanced!
Andy
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016