[rt-users] CommandByEmail Set CustomField on Create

[Woody - Wild Thing Safaris]

Hi All,

I am trying to create a ticket by email with various fields set.

I have set headers

X-RT-Command: CustomField{PNR}: 12345678

and the lodges show

Running CommandByMail as a...@b.cm 
(/var/www/xxx/local/plugins/RT-Extension-CommandByMail/lib/RT/Extension/CommandByMail.pm:309)
[2482] [Sat Dec 10 17:05:33 2016] [debug]: Found pseudoheader: 
CustomField{PNR} => 12345678


but it does not set the field, and no error shown.

I am sure it's a rights issue, but i've set "Everyone" SeeCustomField 
and ModifyCustomField at CF level and Queue level, and even global 
level, but it does not get set


any hints?

w.


--

---

Richard Wood (Woody)
Managing Director
Wild Thing Safaris Ltd.

UK: 2B Habbo St, Greenwich, London
Dar es Salaam: 5 Ethan St, Mbezi beach
Arusha: 3 Ebeneezer Rd, Njiro
PO BOX 34514 DSM
Office: +255 (0) 222 617 166
Office Mobile: +255 (0) 773 503 502
Direct: +255 742 373 327
Skype: woody1tz
http://wildthingsafaris.com

-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] Failed attempt to create a ticket by email, from us-c...@ncas.us-cert.gov

[Stephen Switzer]

It finally dawned on me what the problem was, and I thought it would be
good to document this in the mailing list archives in case others search
for it. 

The user was DISABED. Ugh, so simple. 

Thanks for all the effort and input. 

Steve 

On 2016-11-22 3:37 pm, Stephen Switzer wrote:

> Reza, 
> 
> I think you may have misinterpreted my screenshot. "Everyone", "Privileged", 
> "Unprivileged", "Owner", etc are all "highlighted" just to show that there 
> are selected permissions under that group. The bold one is "Everyone", which 
> is the current selection and what permissions are being displayed on the 
> right in the screenshot. 
> 
> It appears that "View queue" was required as Matt suggested, and I received 
> 2-3 tickets from US-CERT after I checked this off. 
> 
> Thank you for your effort and input just the same! 
> 
> Steve 
> 
> On 2016-11-22 1:38 pm, Reza wrote: 
> 
> Stephen: 
> 
> I faced a similar challenge when I first started to use RT.  As commented by 
> our friend, the "view queue" has nothing to do with the issue you faced. 
> 
> The issue is, "_...  attempted to create a ticket via email in the queue 
> Incident Reports; you might need to grant 'Everyone' the CreateTicket right_" 
> 
> ...  basically means the "REQUESTER" ("RequestOr"in RT)  does not have 
> permissions to create the ticket. 
> 
> Under your "ROLES" per the screen shot you have sent, you are highlighted as 
> "Owner". 
> 
> Select "RequestOr"under ROLES and then enable "create tickets". 
> 
> The person handling the ticket or assumed ownership is called "Owner".
> The person who sent the ticket for support, is **not necessarily** the 
> "Owner".
> I would also allow the requester, to "Comment on tickets". 
> 
> In a nutshell, the "Owner" of the ticket is not necessarily the requester. 
> In the practical world, the person who has sent a ticket / support request, 
> is usually called the "Requestor" 
> 
> I also see you have multiple groups assigned under your "Incident Reports" 
> queue.  The "deny" option takes precedence over "allow" option per my 
> experience,  so it is also possible that one of your groups under "User 
> Groups", under your "Incident Reports" queue does not have permission to 
> create tickets. 
> 
> Would appreciate the members here to correct me if I'm wrong in any of the 
> above. 
> 
> Cheers!
> Reza.
> 
> Stephen Switzer wrote on 11/21/2016 8:43 PM: 
> 
> I don't normally think of enabling outside users to see my queue, but I think 
> you're right. Thank you. 
> 
> Sent from Nine [1] 
> 
> -
> 
> FROM: Matt Zagrabelny 
> SENT: Nov 21, 2016 3:47 PM
> TO: Stephen Switzer
> CC: rt-users
> SUBJECT: Re: [rt-users] Failed attempt to create a ticket by email, from 
> us-c...@ncas.us-cert.gov
> 
> -
> RT 4.4 and RTIR training sessions, and a new workshop day! 
> https://bestpractical.com/training
> * Los Angeles - January 9-11 2017

-
RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training
* Los Angeles - January 9-11 2017 

Links:
--
[1] http://www.9folders.com/-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] supplying database credentials to rt-fulltext-indexer

[Alex Hall]

I thought it would, but it doesn't seem to be. My db credentials must be 
correct, because RT isn't complaining of any db problems, and is working fine. 
Is it possible that there's a bug in 4.4.1 that causes this indexer to get 
confused by the use of the RT_SiteConfig.d/* files? I use those instead of a 
single .pm file. I'll have to try putting my database credentials in the actual 
PM file later today, once I'm awake, to see if that helps.

Sent from my iPhone

> On Dec 10, 2016, at 03:47, Alex Vandiver  wrote:
> 
> On Fri, 9 Dec 2016 17:30:31 -0500
> Alex Hall  wrote:
>> What this file never says is how to tell the indexer tool how to connect to
>> the database. It clearly isn't pulling from the RT configuration, nor from
>> /home/www-data/rtrc.
> 
> The indexer reads and uses the database configuration from
> your /opt/rt4/etc/RT_Config.pm and /opt/rt4/tec/RT_SiteConfig.pm
> files.  rtrc files are _only_ used by the "bin/rt" tool, which is meant
> to be run from other machines than your RT host.
> 
> The rt-setup-fulltext-indexer wants to know your DBA username and
> password because it needs to create new tables and indexes, which the
> standard RT database user does not have permissions to do.  Once the
> index is set up, updates to the index are done as RT's standard
> database user.
> 
> - Alex
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] supplying database credentials to rt-fulltext-indexer

[Alex Vandiver]

On Fri, 9 Dec 2016 17:30:31 -0500
Alex Hall  wrote:
> What this file never says is how to tell the indexer tool how to connect to
> the database. It clearly isn't pulling from the RT configuration, nor from
> /home/www-data/rtrc.

The indexer reads and uses the database configuration from
your /opt/rt4/etc/RT_Config.pm and /opt/rt4/tec/RT_SiteConfig.pm
files.  rtrc files are _only_ used by the "bin/rt" tool, which is meant
to be run from other machines than your RT host.

The rt-setup-fulltext-indexer wants to know your DBA username and
password because it needs to create new tables and indexes, which the
standard RT database user does not have permissions to do.  Once the
index is set up, updates to the index are done as RT's standard
database user.

 - Alex
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017