date:20170116

Re: [rt-users] When replying to a new ticket a new ticket get created

2017-01-16 Thread Martin Petersson

Hello,

Thank you for your answer.
Should $EmailSubjectTagRegex be in RT_SiteConfig.pm?

I have renamed the RT site, could that cause anything?

Martin Petersson
IT-Konsult

+46 (0)522 980 28, mar...@uanet.se, 
www.uanet.se
Gustaf Mattssons Väg 2, 451 50 Uddevalla, Orgnr: 556702-4095

[cid:A93F8E95-F3FC-464A-AF04-402618F91147@uanet.local]

16 jan. 2017 kl. 15:00 skrev Alex Hall 
>:

My first thought is that you've modified your $EmailSubjectTagRegex setting. If 
you have, there may be a mistake in that which is causing a problem. If you 
have changed it, can you give us its current value? Or disable the change and 
see if replies start working correctly, then debug the regexp?

On Sat, Jan 14, 2017 at 5:10 PM, Martin Petersson 
> wrote:
Hello,

Somehow i get the auto reply ticket that the customer receive.
And then when i reply to the ticket it creates a new ticket, whats wrong?

I have Ubuntu latest OS and RT 4.4.1

Martin Petersson
IT-Konsult

+46 (0)522 980 28, mar...@uanet.se, 
www.uanet.se
Gustaf Mattssons Väg 2, 451 50 Uddevalla, Orgnr: 556702-4095

--
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com

Re: [rt-users] When replying to a new ticket a new ticket get created

2017-01-16 Thread Martin Petersson

Hello Kenneth

Thank you so much for sending me your eBooks, i didn’t expect that, but thank 
you :)
I don’t think the problem is the reply all from email. We always use reply and 
not reply all when replying from an email.

When i reply to a new ticket from email it looks like this: Re: [Uanet ärende 
nr. #34] Test 2
It adds Re: at the beginning but thats ok, right.

And when i receive my answer from RT it looks like this:
[Uanet ärende nr. #35] AutoReply: Re: [Uanet ärende nr. #34] Test 2

Never seen autoreply in the subject?

And here is how it look in RT GUI
[cid:A1F056B1-EB54-4096-8BE5-A6CC5339F925@uanet.local]

This is the second Request Tracker i setup on our firm. The old one has almost 
the same settings and it works perfectly on that.

Thankful for your help!

Martin Petersson
IT-Konsult

+46 (0)522 980 28, mar...@uanet.se, 
www.uanet.se
Gustaf Mattssons Väg 2, 451 50 Uddevalla, Orgnr: 556702-4095

[cid:A93F8E95-F3FC-464A-AF04-402618F91147@uanet.local]

15 jan. 2017 kl. 21:45 skrev Kenneth Crocker 
>:

Martin,

You probably used the "Reply All" option , which will do that.

I'm attaching a document I created years ago to help me understand 
notifications, etc. I'm also including a TOC for an eBook I wrote entitled 
"Request Tracker for Beginners - A Topical Guide". It's on Amazon for only 
$9.99.

Once you've read it, I'd be more than happy to answert any questions.

Good Luck.

Kenn

On Sat, Jan 14, 2017 at 2:10 PM, Martin Petersson 
> wrote:
Hello,

Somehow i get the auto reply ticket that the customer receive.
And then when i reply to the ticket it creates a new ticket, whats wrong?

I have Ubuntu latest OS and RT 4.4.1

Martin Petersson
IT-Konsult

+46 (0)522 980 28, mar...@uanet.se, 
www.uanet.se
Gustaf Mattssons Väg 2, 451 50 Uddevalla, Orgnr: 556702-4095

Re: [rt-users] HTML/Rich Text Article Entries?

2017-01-16 Thread Brett Chambers

Hi,

 

I was just asking because I was interested in upgrading to 4.4 – I’ll need to 
investigate that carefully on a test system by the sounds of it as am using 
that in 4.2.

 

The # char at the beginning of a line is for comment (provided it’s not in the 
very first line http://people.cryst.bbk.ac.uk/~tickle/notes/comments.html), so 
that code is valid and not a comment.

 

Regards,

Brett

 

From: Aaron Lush [mailto:al...@scentral.k12.in.us] 
Sent: Friday, 13 January 2017 1:15 AM
To: 'Brett Chambers' ; 'rt-users' 

Subject: RE: [rt-users] HTML/Rich Text Article Entries?

 

Don’t rule out that I did something incorrectly, but, no, this did nothing to 
the Article WikiText Custom Field. I followed everything listed under “Convert 
Wiki Text CF into a Rich Text CF.”

 

On a sidenote, the thing that I thought funny is the code “%# --- Wiki Text 
Area ==> Rich Text Area ---.” Doesn’t the hash mark after the percent sign 
indicate a comment and to bypass the code? Granted, I’m no PERL programmer, so 
keep that in mind .

 

Sincerely,

 

Aaron Lush

Network Administrator

South Central Community School Corporation

(219) 767-2266 ext. 

 

From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Brett Chambers
Sent: Tuesday, January 10, 2017 9:53 PM
To: 'rt-users'  >
Subject: Re: [rt-users] HTML/Rich Text Article Entries?

 

So this https://rt-wiki.bestpractical.com/wiki/Rich_Text_Custom_Fields doesn’t 
work in RT 4.4?

 

From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Aaron Lush
Sent: Wednesday, 11 January 2017 7:01 AM
To: 'rt-users'  >
Subject: [rt-users] HTML/Rich Text Article Entries?

 

Is there a way I can modify Articles’ configuration so that they may feature 
HTML/Rich-Text/Images, same as tickets? It seems custom fields is the ticket, 
but all Wiki articles I’ve scoured on the subject wind up breaking RT 
 .

 

I’m running RT 4.4 on an Ubuntu 16.10 box.

 

Sincerely,

 

Aaron Lush

Network Administrator

South Central Community School Corporation

(219) 767-2266 ext.  


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Re: [rt-users] When replying to a new ticket a new ticket get created

2017-01-16 Thread Alex Hall

That looks fine to me, though I'm no expert. I definitely don't see
anything that would cause email replies to turn into new tickets. My only
other idea is a rights problem, but I don't know RT well enough to know if
it's even possible.

My thought is that the users emailing replies don't have permission to
comment or correspond on the tickets in question, so RT is making new
tickets instead. But again, I don't know RT enough to say whether it would
do that or not. It's just a thought. Still, it might be worth checking the
rights, unless and until someone with more experience can help.

On Mon, Jan 16, 2017 at 9:25 AM, Martin Petersson  wrote:

> Yes here it is:
> I have no files in RT_SiteConfig.d/
>
> #
> # To include a directive here, just copy the equivalent statement
> # from RT_Config.pm and change the value. We've included a single
> # sample value below.
> #
> # If this file includes non-ASCII characters, it must be encoded in
> # UTF-8.
> #
> # This file is actually a perl module, so you can include valid
> # perl code, as well.
> #
> # The converse is also true, if this file isn't valid perl, you're
> # going to run into trouble. To check your SiteConfig file, use
> # this command:
> #
> #   perl -c /path/to/your/etc/RT_SiteConfig.pm
> #
> # You must restart your webserver after making changes to this file.
> #
>
> # You may also split settings into separate files under the
> etc/RT_SiteConfig.d/
> # directory.  All files ending in ".pm" will be parsed, in alphabetical
> order,
> # after this file is loaded.
>
> Set( $rtname, 'uanet.se');
> Set( $Organization, 'uanet.se');
> Set( $Timezone, 'Europe/Stockholm');
> Set( $WebDomain, 'help.uanet.se');
> Set( $WebPort, 443);
> Set( $WebPath, '');
> Set( $DatabasePassword, ’secret');
> Set($CorrespondAddress , ’supp...@uanet.se');
> Set($CommentAddress , 'support-comm...@uanet.se');
> Set(@ReferrerWhitelist, qw(helpdesk.uanet.se:443  helpdesk.uanet.se:80));
> # You must install Plugins on your own, this is only an example
> # of the correct syntax to use when activating them:
> # Plugin( "RT::Authen::ExternalAuth" );
> #Plugin('RT::Extension::SLA');
> #Plugin('RT::Extension::CommandByMail');
> #Set(@MailPlugins, qw(Auth::MailFrom Action::CommandByMail));
> 1;
>
>
>
> *Martin Petersson*
> *IT-Konsult*
>
> *+46 (0)522 980 28*, mar...@uanet.se, www.uanet.se
> Gustaf Mattssons Väg 2, 451 50 Uddevalla, Orgnr: 556702-4095
>
>
> 
> 
>
> 16 jan. 2017 kl. 15:19 skrev Alex Hall :
>
> Yes, the regexp would be in there if you've modified it. Can you just post
> your entire RT_SiteConfig.pm file (or files if you're using files inside
> RT_SiteConfig.d)? That might be the best way for us to see what you're
> working with.
>
> On Mon, Jan 16, 2017 at 9:14 AM, Martin Petersson  wrote:
>
>> Hello,
>>
>> Thank you for your answer.
>> Should $EmailSubjectTagRegex be in RT_SiteConfig.pm?
>>
>> I have renamed the RT site, could that cause anything?
>>
>>
>> *Martin Petersson*
>> *IT-Konsult*
>>
>> *+46 (0)522 980 28*, mar...@uanet.se, www.uanet.se
>> Gustaf Mattssons Väg 2, 451 50 Uddevalla, Orgnr: 556702-4095
>>
>> 
>> 
>> 
>>
>> 16 jan. 2017 kl. 15:00 skrev Alex Hall :
>>
>> My first thought is that you've modified your $EmailSubjectTagRegex
>> setting. If you have, there may be a mistake in that which is causing a
>> problem. If you have changed it, can you give us its current value? Or
>> disable the change and see if replies start working correctly, then debug
>> the regexp?
>>
>> On Sat, Jan 14, 2017 at 5:10 PM, Martin Petersson 
>> wrote:
>>
>>> Hello,
>>>
>>> Somehow i get the auto reply ticket that the customer receive.
>>> And then when i reply to the ticket it creates a new ticket, whats wrong?
>>>
>>> I have Ubuntu latest OS and RT 4.4.1
>>>
>>>
>>>
>>>
>>> *Martin Petersson*
>>> *IT-Konsult*
>>>
>>> *+46 (0)522 980 28*, mar...@uanet.se, www.uanet.se
>>> Gustaf Mattssons Väg 2, 451 50 Uddevalla, Orgnr: 556702-4095
>>>
>>> 
>>> 
>>> 
>>>
>>>
>>
>>
>> --
>> Alex Hall
>> Automatic Distributors, IT department
>> ah...@autodist.com
>>
>>
>>
>
>
> --
> Alex Hall
> Automatic Distributors, IT department
> ah...@autodist.com
>
>
>


-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com

Re: [rt-users] When replying to a new ticket a new ticket get created

2017-01-16 Thread Martin Petersson

Yes here it is:
I have no files in RT_SiteConfig.d/

#
# To include a directive here, just copy the equivalent statement
# from RT_Config.pm and change the value. We've included a single
# sample value below.
#
# If this file includes non-ASCII characters, it must be encoded in
# UTF-8.
#
# This file is actually a perl module, so you can include valid
# perl code, as well.
#
# The converse is also true, if this file isn't valid perl, you're
# going to run into trouble. To check your SiteConfig file, use
# this command:
#
#   perl -c /path/to/your/etc/RT_SiteConfig.pm
#
# You must restart your webserver after making changes to this file.
#

# You may also split settings into separate files under the etc/RT_SiteConfig.d/
# directory.  All files ending in ".pm" will be parsed, in alphabetical order,
# after this file is loaded.

Set( $rtname, 'uanet.se');
Set( $Organization, 'uanet.se');
Set( $Timezone, 'Europe/Stockholm');
Set( $WebDomain, 'help.uanet.se');
Set( $WebPort, 443);
Set( $WebPath, '');
Set( $DatabasePassword, ’secret');
Set($CorrespondAddress , ’supp...@uanet.se');
Set($CommentAddress , 
'support-comm...@uanet.se');
Set(@ReferrerWhitelist, qw(helpdesk.uanet.se:443  
helpdesk.uanet.se:80));
# You must install Plugins on your own, this is only an example
# of the correct syntax to use when activating them:
# Plugin( "RT::Authen::ExternalAuth" );
#Plugin('RT::Extension::SLA');
#Plugin('RT::Extension::CommandByMail');
#Set(@MailPlugins, qw(Auth::MailFrom Action::CommandByMail));
1;

Martin Petersson
IT-Konsult

+46 (0)522 980 28, mar...@uanet.se, 
www.uanet.se
Gustaf Mattssons Väg 2, 451 50 Uddevalla, Orgnr: 556702-4095

[cid:A93F8E95-F3FC-464A-AF04-402618F91147@uanet.local]

16 jan. 2017 kl. 15:19 skrev Alex Hall 
>:

Yes, the regexp would be in there if you've modified it. Can you just post your 
entire RT_SiteConfig.pm file (or files if you're using files inside 
RT_SiteConfig.d)? That might be the best way for us to see what you're working 
with.

On Mon, Jan 16, 2017 at 9:14 AM, Martin Petersson 
> wrote:
Hello,

Thank you for your answer.
Should $EmailSubjectTagRegex be in RT_SiteConfig.pm?

I have renamed the RT site, could that cause anything?

Martin Petersson
IT-Konsult

+46 (0)522 980 28, mar...@uanet.se, 
www.uanet.se
Gustaf Mattssons Väg 2, 451 50 Uddevalla, Orgnr: 556702-4095

16 jan. 2017 kl. 15:00 skrev Alex Hall 
>:

My first thought is that you've modified your $EmailSubjectTagRegex setting. If 
you have, there may be a mistake in that which is causing a problem. If you 
have changed it, can you give us its current value? Or disable the change and 
see if replies start working correctly, then debug the regexp?

On Sat, Jan 14, 2017 at 5:10 PM, Martin Petersson 
> wrote:
Hello,

Somehow i get the auto reply ticket that the customer receive.
And then when i reply to the ticket it creates a new ticket, whats wrong?

I have Ubuntu latest OS and RT 4.4.1

Martin Petersson
IT-Konsult

+46 (0)522 980 28, mar...@uanet.se, 
www.uanet.se
Gustaf Mattssons Väg 2, 451 50 Uddevalla, Orgnr: 556702-4095

--
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com

--
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com

Re: [rt-users] When replying to a new ticket a new ticket get created

2017-01-16 Thread Alex Hall

Yes, the regexp would be in there if you've modified it. Can you just post
your entire RT_SiteConfig.pm file (or files if you're using files inside
RT_SiteConfig.d)? That might be the best way for us to see what you're
working with.

On Mon, Jan 16, 2017 at 9:14 AM, Martin Petersson  wrote:

> Hello,
>
> Thank you for your answer.
> Should $EmailSubjectTagRegex be in RT_SiteConfig.pm?
>
> I have renamed the RT site, could that cause anything?
>
>
> *Martin Petersson*
> *IT-Konsult*
>
> *+46 (0)522 980 28*, mar...@uanet.se, www.uanet.se
> Gustaf Mattssons Väg 2, 451 50 Uddevalla, Orgnr: 556702-4095
>
>
> 
> 
>
> 16 jan. 2017 kl. 15:00 skrev Alex Hall :
>
> My first thought is that you've modified your $EmailSubjectTagRegex
> setting. If you have, there may be a mistake in that which is causing a
> problem. If you have changed it, can you give us its current value? Or
> disable the change and see if replies start working correctly, then debug
> the regexp?
>
> On Sat, Jan 14, 2017 at 5:10 PM, Martin Petersson  wrote:
>
>> Hello,
>>
>> Somehow i get the auto reply ticket that the customer receive.
>> And then when i reply to the ticket it creates a new ticket, whats wrong?
>>
>> I have Ubuntu latest OS and RT 4.4.1
>>
>>
>>
>>
>> *Martin Petersson*
>> *IT-Konsult*
>>
>> *+46 (0)522 980 28*, mar...@uanet.se, www.uanet.se
>> Gustaf Mattssons Väg 2, 451 50 Uddevalla, Orgnr: 556702-4095
>>
>> 
>> 
>> 
>>
>>
>
>
> --
> Alex Hall
> Automatic Distributors, IT department
> ah...@autodist.com
>
>
>


-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com

[rt-users] Limiting rt-crontool notifications to every n days?

2017-01-16 Thread Alex Hall

Hi all,
RT is sending out notifications for old tickets just like we want it to. If
a ticket hasn't been updated in seven days and the status is open or new,
the owner gets an email every weekday until the ticket is updated. What I'd
like to do, though, is have a way of changing that "every weekday" bit for
stalled tickets.

Instead of warning users every weekday about tickets that are stalled and
haven't been touched in a while, I'd like to warn them once or twice a
week. I can't run the cron job that seldom, though, or a ticket could go
days longer than it should without being picked up. Is there any way to
only send an email to a user if the system has not emailed them in N days?
I could add a column to the Tickets table for this, or add a new table, but
I always like to stay clear of database schema modifications if I can.
Besides, I don't know how to interface with a custom table using RT SQL.

Is there any way of doing this? I wouldn't mind lowering active ticket
warnings to every other day as well, if I could, so this would help
multiple places. Thanks for any thoughts.

-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com

Re: [rt-users] When replying to a new ticket a new ticket get created

2017-01-16 Thread Alex Hall

My first thought is that you've modified your $EmailSubjectTagRegex
setting. If you have, there may be a mistake in that which is causing a
problem. If you have changed it, can you give us its current value? Or
disable the change and see if replies start working correctly, then debug
the regexp?

On Sat, Jan 14, 2017 at 5:10 PM, Martin Petersson  wrote:

> Hello,
>
> Somehow i get the auto reply ticket that the customer receive.
> And then when i reply to the ticket it creates a new ticket, whats wrong?
>
> I have Ubuntu latest OS and RT 4.4.1
>
>
>
>
> *Martin Petersson*
> *IT-Konsult*
>
> *+46 (0)522 980 28*, mar...@uanet.se, www.uanet.se
> Gustaf Mattssons Väg 2, 451 50 Uddevalla, Orgnr: 556702-4095
>
>
> 
> 
>
>

-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com

Re: [rt-users] When replying to a new ticket a new ticket get created

Re: [rt-users] When replying to a new ticket a new ticket get created

Re: [rt-users] HTML/Rich Text Article Entries?

Re: [rt-users] When replying to a new ticket a new ticket get created

Re: [rt-users] When replying to a new ticket a new ticket get created

Re: [rt-users] When replying to a new ticket a new ticket get created

[rt-users] Limiting rt-crontool notifications to every n days?

Re: [rt-users] When replying to a new ticket a new ticket get created

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