Re: [rt-users] Create ticket via API ignores Requestors field on notify requestors?

2016-10-05 Thread Andrew Ruthven 
Hi Casey,

Thanks for that, the requestor is a different email address from what
is being used for the actor making the API call but the name is the
same. I've just changed the name and we've retested.

I can see NotifyActor correctly decide not to hassle the person who
created the ticket.

Cheers,
Andrew

On Wed, 2016-10-05 at 19:37 -0700, Kenneth Crocker wrote:
> Andrew,
> If RT believes the Requester is also the actor requesting the ticket,
> it doesn't usually (depends on default settings for "Notify Actor")
> send a notification to the person making the request. It's considered
> redundant. Read about the setting and change the setting.
> Good Luck.
> Casey
> 
> On Oct 5, 2016 7:30 PM, "Andrew Ruthven"  wrote:
> > Hey,
> > 
> > We're running RT 4.2.8 and using the API to create some tickets.
> > But,
> > no notification is sent out to the requestor we're setting.  We are
> > using a privileged account to connect to the API.
> > 
> > I can see the requestor set on the ticket when I check the website,
> > but
> > no recipients are considered when the scrip runs:
> > 
> > Oct  6 14:21:09 cat-prod-rt RT: [1145] Working on mailfield To;
> > recipients are  (/usr/share/request-
> > tracker4/lib/RT/Action/SendEmail.pm:639)
> > ...
> > Oct  6 14:21:09 cat-prod-rt RT: [1145] No recipients found for
> > deferred
> > delivery on transaction #213681 (/usr/share/request-
> > tracker4/lib/RT/
> > Action/SendEmail.pm:691)
> > Oct  6 14:21:09 cat-prod-rt RT: [1145]  > 1698.2
> > 5796-2...@rt.catalyst.net.nz> #25796/213681 - Scrip 22 On Create
> > Notify
> > Requestor
> > 
> > Is there anything we can do to make this work?
> > 
> > Cheers,
> > Andrew
> > 
> > -- 
> > Andrew Ruthven, Wellington, New Zealand
> > and...@etc.gen.nz | linux.conf.au 2017, Hobart, AU
> >   New Zealand's only Cloud:   |   The Future of Open Source
> > https://catalyst.net.nz/cloud |     http://linux.conf.au
> > 
> > 
> > 
> > -
> > RT 4.4 and RTIR training sessions, and a new workshop day! https://
> > bestpractical.com/training
> > * Boston - October 24-26
> > * Los Angeles - Q1 2017
-- 
Andrew Ruthven, Wellington, New Zealand
and...@etc.gen.nz | linux.conf.au 2017, Hobart, AU
  New Zealand's only Cloud:   |   The Future of Open Source
https://catalyst.net.nz/cloud |     http://linux.conf.au



-
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Re: [rt-users] Create ticket via API ignores Requestors field on notify requestors?

2016-10-05 Thread Kenneth Crocker 
Andrew,

If RT believes the Requester is also the actor requesting the ticket, it
doesn't usually (depends on default settings for "Notify Actor") send a
notification to the person making the request. It's considered redundant.
Read about the setting and change the setting.

Good Luck.

Casey

On Oct 5, 2016 7:30 PM, "Andrew Ruthven"  wrote:

> Hey,
>
> We're running RT 4.2.8 and using the API to create some tickets. But,
> no notification is sent out to the requestor we're setting.  We are
> using a privileged account to connect to the API.
>
> I can see the requestor set on the ticket when I check the website, but
> no recipients are considered when the scrip runs:
>
> Oct  6 14:21:09 cat-prod-rt RT: [1145] Working on mailfield To;
> recipients are  (/usr/share/request-
> tracker4/lib/RT/Action/SendEmail.pm:639)
> ...
> Oct  6 14:21:09 cat-prod-rt RT: [1145] No recipients found for deferred
> delivery on transaction #213681 (/usr/share/request-tracker4/lib/RT/
> Action/SendEmail.pm:691)
> Oct  6 14:21:09 cat-prod-rt RT: [1145]  5796-2...@rt.catalyst.net.nz> #25796/213681 - Scrip 22 On Create Notify
> Requestor
>
> Is there anything we can do to make this work?
>
> Cheers,
> Andrew
>
> --
> Andrew Ruthven, Wellington, New Zealand
> and...@etc.gen.nz | linux.conf.au 2017, Hobart, AU
>   New Zealand's only Cloud:   |   The Future of Open Source
> https://catalyst.net.nz/cloud | http://linux.conf.au
>
>
>
> -
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Boston - October 24-26
> * Los Angeles - Q1 2017
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
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[rt-users] Create ticket via API ignores Requestors field on notify requestors?

2016-10-05 Thread Andrew Ruthven 
Hey,

We're running RT 4.2.8 and using the API to create some tickets. But,
no notification is sent out to the requestor we're setting.  We are
using a privileged account to connect to the API.

I can see the requestor set on the ticket when I check the website, but
no recipients are considered when the scrip runs:

Oct  6 14:21:09 cat-prod-rt RT: [1145] Working on mailfield To;
recipients are  (/usr/share/request-
tracker4/lib/RT/Action/SendEmail.pm:639)
...
Oct  6 14:21:09 cat-prod-rt RT: [1145] No recipients found for deferred
delivery on transaction #213681 (/usr/share/request-tracker4/lib/RT/
Action/SendEmail.pm:691)
Oct  6 14:21:09 cat-prod-rt RT: [1145]  #25796/213681 - Scrip 22 On Create Notify
Requestor

Is there anything we can do to make this work?

Cheers,
Andrew

-- 
Andrew Ruthven, Wellington, New Zealand
and...@etc.gen.nz | linux.conf.au 2017, Hobart, AU
  New Zealand's only Cloud:   |   The Future of Open Source
https://catalyst.net.nz/cloud |     http://linux.conf.au



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Re: [rt-users] Path to upgrade 4.2.8 Debian package to 4.4.1 source install?

2016-10-05 Thread Matt Zagrabelny 
Hi Alex,

You don't need a guide. You can follow the install instructions that
come with the RT source code.

You can use the same database - just be sure to apply the upgrade steps.

-m

On Wed, Oct 5, 2016 at 7:52 AM, Alex Hall  wrote:
> After thinking about it, I've come to realize that upgrading my test
> instance is the best way to go. I can practice upgrading, see if the new
> features will be useful on the active instance, and not have to worry about
> messing up a source code patch.
>
> I'm on 4.2.8, as that's what you get on Debian if you apt-get install
> request-tracker4. The latest release, though, is 4.4.1 I believe. What are
> the upgrade steps to upgrade, or am I better off removing RT and starting
> with 4.4.1? Either way, how do I keep my existing RT database (MySQL)? I
> believe there are db migration commands, but I don't know how they work.
> I've googled this, and have come up with only a couple hits, neither of
> which was a guide. I could have missed the article(s) people usually use for
> this process, of course. How do I upgrade, and/or is there already a
> resource people use to do this? Thanks!
>
> --
> Alex Hall
> Automatic Distributors, IT department
> ah...@autodist.com
>
> -
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Boston - October 24-26
> * Los Angeles - Q1 2017
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
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* Boston - October 24-26
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Re: [rt-users] Making ticket history easier to read

2016-10-05 Thread Alex Hall 
The plugin seems to be enabled. I see it in the plugin variable, in the
html path list, the loaded configuration files, and so on. I think it's
doing its job, but what I'm hoping for isn't the problem it aims to solve.
Hopefully the basic interface preference in 4.4.x is closer to what I'm
being asked to provide, or it'll be source code time and I don't know Perl
or the template language used in RT at all. Should be a good time. :)

At least I now know where to customize the transaction types visible, and
was reminded that system configuration is a great place to see everything.
I updated the root in my web server after seeing that RT goes to
/usr/local/share/request-tracker4/html first, and I know where to check on
plugin files being loaded.

On Wed, Oct 5, 2016 at 3:29 PM, Kenneth Marshall  wrote:

> On Wed, Oct 05, 2016 at 09:20:06PM +0200, Joop wrote:
> > On 5-10-2016 14:33, Alex Hall wrote:
> > > Oh right, of course. Still not used to all the commands available, I
> > > guess. For anyone who is reading this and needs to locate the folder,
> > > I found it at
> > > /usr/local/share/request-tracker4/Plugins
> > > In there is a folder for this extension, and presumably others I
> > > install. In the extension's folder is etc, and in that is the
> > > configuration file.
> > >
> > > All that said, I don't see a difference between the RT with this
> > > plugin active and the one without it. Just as much extraneous detail
> > > seems to be on both pages. It looks like my only recourse now is to
> > > try the basic interface option.
> > >
> > Hmm, thats strange as I seem to remember that the only things being
> > shown is Create/Correspond/Comment. There is a user preference which can
> > add back all the transaction types available. Its in the Ticket Display
> > box at the end and that can be reached using the righthand menu
> > Settings/Preferences.
> > I'm thinking that the extension is not enabled. (See the menu
> > Admin/Tools/SystemConfiguration). I'm on RT-4.4.0
> >
> > Regards,
> >
> > Joop
> >
>
> Hi Joop,
>
> Alex is referring to the things like 'Brief headers -- Full headers' and
> 'Download (untitled) / with headers' links that adorn the updates.
>
> Regards,
> Ken
> -
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Boston - October 24-26
> * Los Angeles - Q1 2017
>



-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
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Re: [rt-users] Making ticket history easier to read

2016-10-05 Thread Kenneth Marshall 
On Wed, Oct 05, 2016 at 09:20:06PM +0200, Joop wrote:
> On 5-10-2016 14:33, Alex Hall wrote:
> > Oh right, of course. Still not used to all the commands available, I
> > guess. For anyone who is reading this and needs to locate the folder,
> > I found it at
> > /usr/local/share/request-tracker4/Plugins
> > In there is a folder for this extension, and presumably others I
> > install. In the extension's folder is etc, and in that is the
> > configuration file.
> >
> > All that said, I don't see a difference between the RT with this
> > plugin active and the one without it. Just as much extraneous detail
> > seems to be on both pages. It looks like my only recourse now is to
> > try the basic interface option.
> >
> Hmm, thats strange as I seem to remember that the only things being
> shown is Create/Correspond/Comment. There is a user preference which can
> add back all the transaction types available. Its in the Ticket Display
> box at the end and that can be reached using the righthand menu
> Settings/Preferences.
> I'm thinking that the extension is not enabled. (See the menu
> Admin/Tools/SystemConfiguration). I'm on RT-4.4.0
> 
> Regards,
> 
> Joop
> 

Hi Joop,

Alex is referring to the things like 'Brief headers -- Full headers' and 
'Download (untitled) / with headers' links that adorn the updates.

Regards,
Ken
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
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* Boston - October 24-26
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Re: [rt-users] Making ticket history easier to read

2016-10-05 Thread Joop 
On 5-10-2016 14:33, Alex Hall wrote:
> Oh right, of course. Still not used to all the commands available, I
> guess. For anyone who is reading this and needs to locate the folder,
> I found it at
> /usr/local/share/request-tracker4/Plugins
> In there is a folder for this extension, and presumably others I
> install. In the extension's folder is etc, and in that is the
> configuration file.
>
> All that said, I don't see a difference between the RT with this
> plugin active and the one without it. Just as much extraneous detail
> seems to be on both pages. It looks like my only recourse now is to
> try the basic interface option.
>
Hmm, thats strange as I seem to remember that the only things being
shown is Create/Correspond/Comment. There is a user preference which can
add back all the transaction types available. Its in the Ticket Display
box at the end and that can be reached using the righthand menu
Settings/Preferences.
I'm thinking that the extension is not enabled. (See the menu
Admin/Tools/SystemConfiguration). I'm on RT-4.4.0

Regards,

Joop



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Re: [rt-users] Postgresql 4.4.1 slow queries?

2016-10-05 Thread Joel Bergmark 
Just want to update this, It seems that the issue at hand depends on if user is 
admin or has more dashboards available, hence most users now will only be users 
and have few dashboards available, the results of this is very fast performance 
(no lag or slow queries).

Regards, Joel

Från: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] För Joel 
Bergmark
Skickat: den 28 september 2016 16:58
Till: rt-users@lists.bestpractical.com
Ämne: Re: [rt-users] Postgresql 4.4.1 slow queries?

Hahaha, i used mysql syntax first "use rt4;" of course that messed it up :)

Below is the output of EXPLAIN ANALYSE, but I need some help to interpret the 
relevant information in this :)

  QUERY PLAN
-
Unique  (cost=311.85..311.93 rows=1 width=411) (actual time=371.738..371.809 
rows=49 loops=1)
   ->  Sort  (cost=311.85..311.86 rows=1 width=411) (actual 
time=371.736..371.739 rows=94 loops=1)
 Sort Key: main.name, main.id, main.password, main.authtoken, 
main.comments, main.signature, main.emailaddress, main.freeformcontactinfo, 
main.organization, main.realname, main.nickname, main.lang, main.gecos, 
main.homephone, main.workphone, main.mobilephone, main.pagerphone, 
main.address1, main.address2, main.city, main.state, main.zip, main.country, 
main.timezone, main.smimecertificate, main.creator, main.created, 
main.lastupdatedby, main.lastupdated
 Sort Method: quicksort  Memory: 59kB
 ->  Nested Loop  (cost=1.82..311.84 rows=1 width=411) (actual 
time=0.321..370.336 rows=94 loops=1)
   ->  Nested Loop  (cost=1.55..309.32 rows=2 width=415) (actual 
time=0.076..22.220 rows=21011 loops=1)
 Join Filter: (principals_1.id = 
cachedgroupmembers_4.memberid)
 ->  Nested Loop  (cost=1.12..306.10 rows=1 width=419) 
(actual time=0.067..0.937 rows=57 loops=1)
   ->  Nested Loop  (cost=0.70..299.02 rows=4 
width=415) (actual time=0.060..0.554 rows=57 loops=1)
 ->  Index Only Scan using disgroumem on 
cachedgroupmembers cachedgroupmembers_2  (cost=0.42..80.08 rows=35 width=4) 
(actual time=0.052..0.122 rows=58 loops=1)
   Index Cond: ((groupid = 4) AND (disabled 
= 0))
   Heap Fetches: 57
 ->  Index Scan using users_pkey on users main  
(cost=0.28..6.25 rows=1 width=411) (actual time=0.005..0.006 rows=1 loops=58)
   Index Cond: (id = 
cachedgroupmembers_2.memberid)
   ->  Index Scan using principals_pkey on principals 
principals_1  (cost=0.42..1.76 rows=1 width=4) (actual time=0.005..0.006 rows=1 
loops=57)
 Index Cond: (id = main.id)
 Filter: ((id <> 1) AND (disabled = 0) AND 
((principaltype)::text = 'User'::text))
 ->  Index Scan using cachedgroupmembers3 on 
cachedgroupmembers cachedgroupmembers_4  (cost=0.42..3.15 rows=6 width=8) 
(actual time=0.006..0.291 rows=369 loops=57)
   Index Cond: (memberid = main.id)
   Filter: (disabled = 0)
   Rows Removed by Filter: 0
   ->  Index Only Scan using acl1 on acl acl_3  (cost=0.28..1.25 
rows=1 width=4) (actual time=0.016..0.016 rows=0 loops=21011)
 Index Cond: ((rightname = 'OwnTicket'::text) AND 
(principaltype = 'Group'::text) AND (principalid = 
cachedgroupmembers_4.groupid))
 Filter: objecttype)::text = 'RT::Queue'::text) AND 
(objectid = 56)) OR (((objecttype)::text = 'RT::System'::text) AND (objectid = 
1)))
 Rows Removed by Filter: 0
 Heap Fetches: 1615
Total runtime: 371.982 ms
(27 rows)

Regards, Joel

Från: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] För Joel 
Bergmark
Skickat: den 27 september 2016 09:53
Till: rt-users@lists.bestpractical.com
Ämne: [rt-users] Postgresql 4.4.1 slow queries?

Hi,

After upgrading to version 4.4.1 i have noticed that the SQL-queries takes 
significant longer time to produce a result, on average on my system, running 
Ubuntu 14.04 LTS, Postgres 9.3, Apache with perlmod. 8 gigram and plenty of CPU 
in a vmware cluster on SSD:s (likely not a hardware issue). We did not 
experience RT to have been this slow on 4.4.0.

Each query takes about 350ms to give a result,

Re: [rt-users] show msg to user in scrip

2016-10-05 Thread Emmanuel Lacour 
Le 05/10/2016 à 16:12, David Schmidt a écrit :
> Hello list
>
> I want to write a scrip that aborts the action the user is trying to
> commit and redisplay the current page with an added info message. How
> can i display an info message to the user?
>


you cannot do this within a scrip (unless playing with some customfield
to store the msg :().

the best here is probably to use a callback in the target page rather
than a scrip.


-- 
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Phone: +33 (0) 1 43 35 00 37-   Fax: +33 (0) 1 43 35 00 76
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[rt-users] show msg to user in scrip

2016-10-05 Thread David Schmidt 

Hello list

I want to write a scrip that aborts the action the user is trying to 
commit and redisplay the current page with an added info message. How 
can i display an info message to the user?


regards
david
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[rt-users] Match isWatcher and part of subjectline

2016-10-05 Thread Joel Bergmark 
Anyone has some cool code to match something like this: If iswatcher is  then check if subject contains  return 1;  else return 0;

I cant get this simple stuff to work, perl isn't my thing :-)

Regards
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] "On Reply" set ticket status to "resolved"

2016-10-05 Thread Nilesh 
This will change the status of the ticket, but it will set it resolved for
every correspondence which you probably don't want.

You can add the custom condition to check some pattern... I'm typing this
on mobile can't type code.

RT api is relatively easy to understand, sometimes you need to get into the
code to see what's going on.

--
Nilesh

On 05-Oct-2016 6:28 PM, "David Schmidt"  wrote:

> Hello Nilesh and thank you for your reply.
>
> Your advice would have been helpful if I hadnt looked for documentation
> before. Which I did.
> I am wildly searching for information using random search parameters
> instead of following a tutorial of some sort. Is there any?
>
> Luckily I found what I needed in another rt-users email.
>
> Here is my solution:
>
> ===
> Admin > Scrips > Create
>
>
> Description: OnCorrespondSetResolved
>
> Condition: On Correspond
>
> Action: User Defined
>
> Template: Blank
>
> Custom Condition: #leave empty
>
> Custom action preparation code:
> return 1;
>
> Custom action commit code:
> my ($status, $msg) = $self->TicketObj->SetStatus("resolved");
> unless ( $status ) {
> $RT::Logger->error("Couldn't change status: $msg");
> return 0;
> }
> return 1;
> ==
>
>
> On 05.10.2016 03:13, Nilesh wrote:
>
>> You can write a simple scrip with a pre commit action to change the
>> TicketObj status. See the api docs.
>>
>> --
>> Nilesh
>>
>> On 04-Oct-2016 5:22 PM, "David Schmidt" 
>> wrote:
>>
>> Hello list,
>>>
>>> I would like to set a tickets status to "resolved" on reply. The wiki
>>> mentions a "On Reply" action that I cannot find in my rt instance.
>>>
>>> https://rt-wiki.bestpractical.com/wiki/ManualScrips
>>>
>>> cheers
>>> david
>>> -
>>> RT 4.4 and RTIR training sessions, and a new workshop day!
>>> https://bestpractical.com/training
>>> * Boston - October 24-26
>>> * Los Angeles - Q1 2017
>>>
>>>
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

[rt-users] Path to upgrade 4.2.8 Debian package to 4.4.1 source install?

2016-10-05 Thread Alex Hall 
After thinking about it, I've come to realize that upgrading my test
instance is the best way to go. I can practice upgrading, see if the new
features will be useful on the active instance, and not have to worry about
messing up a source code patch.

I'm on 4.2.8, as that's what you get on Debian if you apt-get install
request-tracker4. The latest release, though, is 4.4.1 I believe. What are
the upgrade steps to upgrade, or am I better off removing RT and starting
with 4.4.1? Either way, how do I keep my existing RT database (MySQL)? I
believe there are db migration commands, but I don't know how they work.
I've googled this, and have come up with only a couple hits, neither of
which was a guide. I could have missed the article(s) people usually use
for this process, of course. How do I upgrade, and/or is there already a
resource people use to do this? Thanks!

-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] "On Reply" set ticket status to "resolved"

2016-10-05 Thread David Schmidt 

Hello Nilesh and thank you for your reply.

Your advice would have been helpful if I hadnt looked for documentation 
before. Which I did.
I am wildly searching for information using random search parameters 
instead of following a tutorial of some sort. Is there any?


Luckily I found what I needed in another rt-users email.

Here is my solution:

===
Admin > Scrips > Create


Description: OnCorrespondSetResolved

Condition: On Correspond

Action: User Defined

Template: Blank

Custom Condition: #leave empty

Custom action preparation code:
return 1;

Custom action commit code:
my ($status, $msg) = $self->TicketObj->SetStatus("resolved");
unless ( $status ) {
$RT::Logger->error("Couldn't change status: $msg");
return 0;
}
return 1;
==


On 05.10.2016 03:13, Nilesh wrote:

You can write a simple scrip with a pre commit action to change the
TicketObj status. See the api docs.

--
Nilesh

On 04-Oct-2016 5:22 PM, "David Schmidt"  
wrote:



Hello list,

I would like to set a tickets status to "resolved" on reply. The wiki
mentions a "On Reply" action that I cannot find in my rt instance.

https://rt-wiki.bestpractical.com/wiki/ManualScrips

cheers
david
-
RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017


-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Making ticket history easier to read

2016-10-05 Thread Alex Hall 
Oh right, of course. Still not used to all the commands available, I guess.
For anyone who is reading this and needs to locate the folder, I found it at
/usr/local/share/request-tracker4/Plugins
In there is a folder for this extension, and presumably others I install.
In the extension's folder is etc, and in that is the configuration file.

All that said, I don't see a difference between the RT with this plugin
active and the one without it. Just as much extraneous detail seems to be
on both pages. It looks like my only recourse now is to try the basic
interface option.

On Tue, Oct 4, 2016 at 6:13 PM, Kenneth Marshall  wrote:

> On Tue, Oct 04, 2016 at 05:10:57PM -0400, Alex Hall wrote:
> > Do you happen to know where that is on Debian? I can't locate a plugins
> > directory anywhere I've tried, and putting it in
> /usr/request-tracker4/etc
> > didn't seem to work correctly. Thanks.
> >
>
> Hi Alex,
>
> Try doing a find for a '*HistoryFilter*' directory. Unfortunately, I am
> unfamiliar with Debian.
>
> Regards,
> Ken
>



-- 
Alex Hall
Automatic Distributors, IT department
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[rt-users] Attachments are dropped randomly from correspondence

2016-10-05 Thread Tilo Villwock 

Hello,

we're struggling with a problem where attachments get randomly dropped 
from a submitted correspondence in a ticket.


we're using RT 4.4.1 in production on a RHEL 6 server with a PostgreSQL 
9.1 backend on another server. The application is NOT configured with 
external storage for attachments and as such - as per your documentation 
- everything is being base64 encoded and inserted into the database.


It also seems that uploading the attachments to the RT server works just 
fine because the previews (where applicable) work perfectly. However, on 
submit only a subset of the attachments apparently make it into the 
database. I've double checked this in the actual table in the database.


A few more observations:

* there is absolutely no error message in the logs (the level is set to 
debug) when files are being uploaded or the correspondence is submitted


* there seems no correlation whatsoever to the file type, file size or 
number of files that have been attached as we've tested multiple 
scenarios (pdfs, zip archives, images, text files) and they all randomly 
failed to be included


* there was one subscriber mail delivery error that occurred when 
attaching 8 images with a total size of ~20Mb (the error was reported as 
critical in the log, however, no further explanation)


We've upgraded from a previous version (4.2.10) and it worked perfectly 
before with the same setup. The following is our RT_SiteConfig.pm with 
credentials redacted:


Set( $rtname, '');
Set($LogToFile, 'debug');
Set($LogDir, '/var/log/rt');
Set($LogToFileNamed, "rt.log");
Set($WebPort, 443);
Set($WebPath, '/rt');
Set($WebDomain , '');
my $port = RT->Config->Get('WebPort');
Set($WebBaseURL,
 ($port == 443? 'https': 'http') .'://'
 . RT->Config->Get('WebDomain')
 . ($port != 80 && $port != 443? ":$port" : '')
);

Set($WebURL , $WebBaseURL . $WebPath . "/");
Set($Organization , "");
Set($Timezone , 'Europe/Berlin');

Set($DatabaseType , 'Pg');
Set($DatabaseHost   , '');
Set($DatabaseRTHost , '');
Set($DatabasePort , '');

Set($DatabaseUser, "");
Set($DatabasePassword, "");

Set($DatabaseName, "");

Set($WebRemoteUserAuth, 1);
Set($WebRemoteUserEnv, "HTTP_REMOTE_USER");
Set($WebRemoteUserContinuous, 1);
Set($WebFallbackToRTLogin, 1);
Set($WebRemoteUserAutocreate, 0);

Set($UserAutocreateDefaultsOnLogin, 0);

Set($OwnerEmail , '');

Set($MailCommand , 'sendmail');
Set($SendmailArguments , '');

Set($MaxAttachmentSize , 1000);
Set($RTAddressRegexp , '');

Set($CorrespondAddress , 'RT::CorrespondAddress.not.set');
Set($CommentAddress , 'RT::CommentAddress.not.set');

Set($TrustHTMLAttachments, 1);
Set($RecordOutgoingEmail, 0);

Set( %FullTextSearch,
 Enable => 1,
 Indexed=> 1,
 Column => 'ContentIndex',
 Table  => 'Attachments',
);

Set($SearchResultsAutoRedirect, 1);
Set($MaxInlineBody, 10);

# You must install Plugins on your own, this is only an example
# of the correct syntax to use when activating them.
# Plugin( "RT::Extension::QuickDelete" );
# Plugin( "RT::Extension::CommandByMail" );

Plugin('RT::Extension::JSGantt');

Set(
 %JSGanttOptions,
 DefaultFormat => 'day', # or week or month or quarter
 ShowOwner => 1,
 ShowProgress  => 1,
 ShowDuration  => 1,

 # Configurable JSGantt options
 # 
https://code.google.com/p/jsgantt/wiki/Documentation#4._Instantiate_JSGantt_using_()

 # CaptionType   => 'Resource',
 # ShowStartDate => 1,
 # ShowEndDate   => 1,
 # DateInputFormat   => 'mm/dd/',
 # DateDisplayFormat => 'mm/dd/',
 # FormatArr => q|'day','week','month','quarter'|,

 # define your own color scheme:
 # ColorScheme => ['ff', '00', 'ff00ff', '00ff00', 
'00', 'ff'],


 # we color owners consistently by default, you can disable it via:
 # ColorSchemeByOwner => 0,

 # you can specify colors to use, unspecified owners will be
 # assigned to some color automatically:
 # ColorSchemeByOwner => { root => 'ff', foo => '00ff00' },

 # if can't find both start and end dates, use this color
 NullDatesColor => 333,

 # to caculate day length
 WorkingHoursPerDay => 8,

 # used to set start/end if one exists but the other does not
 DefaultDays => 7,
);


1;




The config variable 'WebRemoteUserEnv' is a modification of ours that 
simply allows us to use a different variable name than the previously 
hardcoded 'REMOTE_USER'.


I also realize that setting MaxAttachmentSize has currently no effect 
since neither TruncateLongAttachments nor DropLongAttachments are set. I 
believe this is simply a remainder of an older config iteration.


Has anyone run into the same difficulties? Am I missing something in the 
configuration? I wonder if this is somehow related to the new uploader 
component.


Any pointers would be greatly appreciated.

Thanks in advance.

Best Regards

Tilo Villwock

codematix GmbH
Felsbachstr. 5-7
07745 Jena

Re: [rt-users] Change status to open when user respond to a ticket.

2016-10-05 Thread Felix Defrance 
Hi,

I tested this scrip last week and it work's for me ;)

Cheers

Félix.

Le 26/09/2016 à 18:31, Felix Defrance a écrit :
> Thx for the doc Vinzenz. 
>
> And now, do you think my scrip below will do the job ? (I'm not familar with 
> perl..)
>
> ## --- Condition: User defined
> ## --- Action: User defined
> ## --- Template: blank
>
> ## --- Custom Condition:
>
> return 0 unless ( 
> $self->TransactionObj->Type eq "Correspond" 
> && $self->TicketObj->QueueObj->Name eq "customercare"
> && $self->TicketObj->Status eq "customer_feedback_required"
> );
> return 1;
>
>
>
> ## --- Custom action preparation code: 
> return 1;
>
>
> ## --- Custom action cleanup code:
> $self->TicketObj->SetStatus("open");
>
> Félix.
>
>
> Le 26/09/2016 à 16:15, Sinapius, Vinzenz a écrit :
>>
>> Hi,
>>
>>  
>>
>> I solved this by creating a custom scrip. Take a look at
>> https://rt-wiki.bestpractical.com/wiki/CustomConditionSnippets and
>> https://rt-wiki.bestpractical.com/wiki/CustomActionSnippets
>>
>>  
>>
>> Cheers,
>>
>> Vinzenz
>>
>> Vinzenz Sinapius
>> Information Technology | Informationstechnik
>>
>> *trace**tronic***GmbH
>> Stuttgarter Str. 3
>> 01189 DRESDEN
>> GERMANY
>>
>> Phone: +49 351 205768-167
>> Fax: +49 351 205768-999
>> E-mail: vinzenz.sinap...@tracetronic.de
>> 
>>
>> Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY
>> Managing Directors | Geschäftsführer: Dr.-Ing. Rocco Deutschmann,
>> Dr.-Ing. Peter Strähle
>> Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086
>>
>>  
>>
>> *Von:*rt-users [mailto:rt-users-boun...@lists.bestpractical.com] *Im
>> Auftrag von *Piet Honkoop
>> *Gesendet:* Montag, 26. September 2016 15:32
>> *An:* Felix Defrance ;
>> rt-users@lists.bestpractical.com
>> *Betreff:* Re: [rt-users] Change status to open when user respond to
>> a ticket.
>>
>>  
>>
>> Hi,
>>
>> I'm curious how to solve this one too :)
>>
>> even a bit more specific: if the requestor mails, reset status (so
>> not 'anybody')
>>
>> Best regards,
>>
>> Piet
>>
>>  
>>
>> On 26-9-2016 14:46, Felix Defrance wrote:
>>
>> Hi, 
>>
>>
>> I need to change ticket status to open when anybody respond to a
>> ticket by email or web UI and when the ticket is in a specific
>> status.
>>
>> This is a custom lifecycle, without stalled status, and which the
>> stalled status is a custom named status.
>>
>> So anybody known, how i could do the same "lifecycle" as stalled,
>> but for another status ?
>>
>> Thx,
>>
>> -- 
>>
>> Félix Defrance
>>
>> PGP: 0x0F04DC57
>>
>>
>> -- 
>> Dit bericht is gescanned op virussen en andere gevaarlijke
>> inhoud door *MailScanner* en lijkt schoon te zijn.
>>
>>
>> -
>>
>> RT 4.4 and RTIR training sessions, and a new workshop day! 
>> https://bestpractical.com/training
>>
>> * Boston - October 24-26
>>
>> * Los Angeles - Q1 2017
>>
>>
>>
>> -- 
>> Dit bericht is gescanned op virussen en andere gevaarlijke
>> inhoud door *MailScanner* en lijkt schoon te zijn.
>>
>
> -- 
> Félix Defrance
> PGP: 0x0F04DC57

-- 
Félix Defrance
PGP: 0x0F04DC57

-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017