Re: [rt-users] constantly seeing error after RT::Extension::Announce

[Todd Wade]

On 12/16/16 3:57 PM, Alex Hall wrote:

Ever since I installed the RT::Extension::Announce plugin, I've seen an
error repeated over and over in the log (hundreds of times). It's always
the same:

couldn't load custom field by 'announcement groups' identifier


Hi Alex,

This sounds like you missed the 'make initdb' step that creates the 
custom field:


https://metacpan.org/pod/RT::Extension::Announce#INSTALLATION

https://st.aticpan.org/source/BPS/RT-Extension-Announce-1.01/etc/initialdata

Regards,

[rt-users] constantly seeing error after RT::Extension::Announce

[Alex Hall]

Hi all,
Ever since I installed the RT::Extension::Announce plugin, I've seen an
error repeated over and over in the log (hundreds of times). It's always
the same:

couldn't load custom field by 'announcement groups' identifier

I have no idea what it means or what the cause is. I've done some
modifications to the display and CSS of the plugin, but nothing about
"announcement groups". What could cause this error, should I worry, and can
I fix or hide it? I'm worried it will hide other errors or warnings, given
how often it repeats itself. 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
* Los Angeles - January 9-11 2017

Re: [rt-users] Transaction appears to have no content

[Claude EDUMA]

Hi Alex,

Thank you for your answer.

I have give all right necessery for requestor but i got same issue.
I have not modified the scrip.

2016-12-15 22:06 GMT+01:00 Alex Hall :

> My immediate thought is a rights problem. If you go to Admin > Global >
> Group Rights, click the Requestors group, and find the rights for the
> transactions you're sending, are they enabled? Same for the group(s) to
> which the requestor belongs. That is, can the requestor, at some level,
> view comments, view ticket, etc? I don't know how rights interact with
> email notifications, but it's worth checking. Of course, if you've modified
> that script, you may want to revert to the original one just to see if
> yours has a bug.
>
> On Thu, Dec 15, 2016 at 3:44 PM, Claude EDUMA 
> wrote:
>
>> Hello,
>>
>> I'm using correspondence template and  "On Correspond Notify Requestors
>> and
>> Ccs" scrip for notify requestors when incident is resolved. but requestor
>> receive only :
>>
>> Transaction appears to have no content.
>>
>> when i send comment all is fine. This issue occurre only when i send
>> message to requestor.
>>
>> some ideas ?
>>
>> -
>> RT 4.4 and RTIR training sessions, and a new workshop day!
>> https://bestpractical.com/training
>> * Los Angeles - January 9-11 2017
>>
>
>
>
> --
> 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
* Los Angeles - January 9-11 2017

Re: [rt-users] Sending E-Mail From Within Custom Scrips

[Thomas Oddsund]

Hello Tim,

As no one has responded, I'll chime in with my non-canonical(?) way that only 
requires MIME::Entity.

Create a script that fires on whatever condition you wish. In the preparation 
code, build a MIME::Entity object, and then $mime_object->send. That sends a 
mail from RT, but doesn't create any transaction. So an easy solution would be 
something like this in the prep-area:

my $body = MIME::Entity->build(Type => "multipart/mixed",
>From => $fromAddress,
Subject => $subject,
To   => $toAddress,
Data => ["Hello\n",
  "Close the ticket.\n"
  "Best regards,\n"
  "IT Crowd."]);

$body->send;

Docs are found here; 
http://search.cpan.org/~dskoll/MIME-tools-5.508/lib/MIME/Entity.pm

Best regards,
Thomas Oddsund
RT/SDS/USIT


Fra: rt-users  på vegne av Tim 
Gustafson 
Sendt: 14. desember 2016 23:17
Til: rt-users@lists.bestpractical.com
Emne: [rt-users] Sending E-Mail From Within Custom Scrips

Our university has an "official" ticketing system, and one of our
support groups wants to use RT instead.

To make this happen, we're configuring the "official" ticketing system
to send e-mail to an RT queue.  We've written a custom "on create"
scrip in that queue that modifies the ticket when it comes in to set
the "Requester" correctly (e-mail from the other system comes from a
fixed address, not from the client's address; we parse the contents of
the e-mail to ascertain the client's e-mail address directly).  We'd
like our custom scrip to also send an e-mail to the other system to
close that ticket.

What's the canonical way to send e-mail from RT to an external address
without adding correspondence to the RT ticket itself?  I found some
documentation about how to add a transaction to the ticket from within
the scrip, which generates an e-mail, but that's not really what I
want to do here.  I'd rather send a basic plain-text e-mail from
within the scrip.

Is that possible?

--

Tim Gustafson
t...@ucsc.edu
831-459-5354
Baskin Engineering, Room 313A
-
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

Re: [rt-users] Searching for tickets with empty CF in RT 4.2.8

[Thomas Oddsund]

Hello,

Thanks for your response Matt. Unfortunately, that doesn't help, as I have 
another search for that(new tickets doesn't have any value in the CF, and the 
CF is set manually once the ticket is taken).

Best regards,
Thomas Oddsund
RT/SDS/USIT


Fra: Matt Zagrabelny 
Sendt: 9. desember 2016 15:23
Til: Thomas Oddsund
Kopi: rt-users@lists.bestpractical.com
Emne: Re: [rt-users] Searching for tickets with empty CF in RT 4.2.8

Hi Thomas,

On Fri, Dec 9, 2016 at 4:53 AM, Thomas Oddsund
 wrote:
> Hello,
>
> I have some saved searches on my dashboard. Three of them are based on a 
> Custom Field; one show tickets where the CF is set to X, one where CF is set 
> to Y, and one is supposed to show tickets tagged with something other then X 
> or Y.
> To make the third search, I created the following search;
> Queue = 'foo'
> AND CF.{bar} != 'X'
> AND CF.[bar] != 'Y'
> AND (
>   Status = 'new'
>  OR Status = 'open'
>  OR Status = 'stalled' )
>
> However, tickets marked with either X or Y are still appearing in the result. 
> The same result was returned if i changed != to "NOT LIKE", and if I removed 
> either the X or Y part.
>
> Is this a bug, is there something wrong with our RT instance or is there 
> something I've overlooked?

I'm not sure about answering this question, but you can search for
tickets with empty CF values using the Advanced editing option of a
Search:

'CF.{bar}' is null

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