Re: [rt-users] create transaction record
Thanks Bill I should have thought of that, I will pursue one of those options. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 Ext. 2296 * 262-783-6261 Ext. 2296 bba...@copesan.com www.copesan.com "Servicing North America with Local Care" -Original Message- From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Bill Cole Sent: Tuesday, October 11, 2016 11:16 PM To: rt-users <rt-users@lists.bestpractical.com> Subject: Re: [rt-users] create transaction record On 10 Oct 2016, at 17:16, Bryon Baker wrote: > Hello List > > I have created a custom scrip the will respond to an email via a web > service call. I would like to create a transaction with the return > message. > > Can someone give me a little code snippet or some direction on how to > create the transaction? With our creating or updating a custom field. > > I have read about the _RecoredTransaction but I think this may be the > wrong route and I have not found any example code to help me out. Have you read https://docs.bestpractical.com/rt/4.4.1/RT/Transaction.html#Create ? Probably more useful: https://docs.bestpractical.com/rt/4.4.1/RT/Ticket.html#Comment The simplest way to call it, given a RT::Ticket object named ticket: $ticket->Comment( Content => "I'm A Little Teapot" ); And now you have a new comment transaction. - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017 - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
Re: [rt-users] create transaction record
Don't sweat it I will continue to research I was hoping that someone had some pointers Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 Ext. 2296 • 262-783-6261 Ext. 2296 bba...@copesan.com www.copesan.com "Servicing North America with Local Care" -Original Message- From: Matt Zagrabelny [mailto:mzagr...@d.umn.edu] Sent: Tuesday, October 11, 2016 4:12 PM To: Bryon Baker <bba...@copesan.com> Cc: rt-users <rt-users@lists.bestpractical.com> Subject: Re: [rt-users] create transaction record On Tue, Oct 11, 2016 at 4:09 PM, Bryon Baker <bba...@copesan.com> wrote: > Yes I thought of the custom field and that would be easy, but I have so many > now. I just didn't want to add another. But if I can't find anything else > that is what I will do eventually. I'm sure there is a way to add a txn - apparently I've never done it and would have to research (which I have no time for.) -m - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
Re: [rt-users] create transaction record
Yes that is what I am doing I hoping for some kind of call like "$RT::Logger->debug" for logging. But I have not found anything. The web service call is actually being executed from inside custom home built actions. Thanks Matt come up with any ideas it would be greatly appreciated. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 Ext. 2296 • 262-783-6261 Ext. 2296 bba...@copesan.com www.copesan.com "Servicing North America with Local Care" -Original Message- From: Matt Zagrabelny [mailto:mzagr...@d.umn.edu] Sent: Tuesday, October 11, 2016 2:18 PM To: Bryon Baker <bba...@copesan.com> Cc: rt-users <rt-users@lists.bestpractical.com> Subject: Re: [rt-users] create transaction record On Tue, Oct 11, 2016 at 1:54 PM, Bryon Baker <bba...@copesan.com> wrote: > Matt > Thanks for the reply. > > All I want to do is add an entry in the ticket history that contains the > return information from the call to the web service. I have the information > logged to the log file, but I also want an entry record in the history of the > ticket. So no action something very simple. > > I know when a custom fields are changed or updated this information shows up > in the history of the ticket. With the web service call a message is > received but a custom field is not needed for the information, just would > like an entry in the history of the ticket of the message from web service > call. I hear what you are saying. I don't know off the top of my head how to accomplish it. So you have: Email -> RT -> Scrip gets triggered -> Web service call is made -m - 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] create transaction record
Matt Thanks for the reply. All I want to do is add an entry in the ticket history that contains the return information from the call to the web service. I have the information logged to the log file, but I also want an entry record in the history of the ticket. So no action something very simple. I know when a custom fields are changed or updated this information shows up in the history of the ticket. With the web service call a message is received but a custom field is not needed for the information, just would like an entry in the history of the ticket of the message from web service call. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 Ext. 2296 • 262-783-6261 Ext. 2296 bba...@copesan.com www.copesan.com "Servicing North America with Local Care" -Original Message- From: Matt Zagrabelny [mailto:mzagr...@d.umn.edu] Sent: Tuesday, October 11, 2016 1:47 PM To: Bryon Baker <bba...@copesan.com> Cc: rt-users <rt-users@lists.bestpractical.com> Subject: Re: [rt-users] create transaction record On Mon, Oct 10, 2016 at 4:16 PM, Bryon Baker <bba...@copesan.com> wrote: > Hello List > > > > I have created a custom scrip the will respond to an email via a web > service call. I would like to create a transaction with the return message. What do you want the txn to do? Set a custom field, change an owner, etc? > Can someone give me a little code snippet or some direction on how to > create the transaction? With our creating or updating a custom field. Generally you would probably want to have two scrips: 1. On Condition C, reply to (or notify) requestor using template T 2. On Condition C, perform your specific txn using a blank template. But it is hard to give advice without a little more clarity in your question. Thanks, -m - 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] create transaction record
Hello List I have created a custom scrip the will respond to an email via a web service call. I would like to create a transaction with the return message. Can someone give me a little code snippet or some direction on how to create the transaction? With our creating or updating a custom field. I have read about the _RecoredTransaction but I think this may be the wrong route and I have not found any example code to help me out. Thanks in advance for the help. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 Ext. 2296 * 262-783-6261 Ext. 2296 bba...@copesan.com<mailto:bba...@copesan.com> www.copesan.com<http://www.copesan.com/> "Servicing North America with Local Care" - 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] RT with Office 365 Outlook
Donny We have converted to Office 365, I have setup one use with an E1 license at a cost of about $10 a month. The mailbox has folders setup and rules for sorting into those folders. With Postfix and scripts the folder will dictate what queue is used for the ticket creation. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.com<mailto:bba...@copesan.com> www.copesan.com<http://www.copesan.com/> "Servicing North America with Local Care" From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Donny Brooks Sent: Monday, March 14, 2016 6:55 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] RT with Office 365 Outlook We recently migrated from in house Postfix to hosted Office365 Outlook/exchange. I have been trying to figure out how to get RT to work with this setup but the only way I can see to do this is to "burn" a license or 4. With each one costing us around $20/month I would rather not do this. Has anyone successfully gotten RT to work with O365 without multiple email accounts? I was wondering if it could be done with "shared mailboxes" since I found the following instructions on accessing a shared mailbox via IMAP: Exchange Configuration: USER EMAIL: u...@maindomain.com PASSWORD: password SHARED MAILBOX: sha...@anotherdomain.com (could also be @domain.com, of course) SHARED MAILBOX ALIAS: shared-mailbox Note: Please make sure to create the UNIQUE alias always with the mailbox, because it creates the user [alias]@maindomain.com. In this case shared-mail...@maindomain.com Settings for IMAP Configuration: EMAIL ADDRESS: sha...@anotherdomain.com (shared mailbox) IMAP SERVER: outlook.office365.com SMTP SERVER: smtp.office365.com USERNAME: u...@maindomain.com\shared-mailbox (user\shared mailbox alias) PASSWORD: password (user's password) SMTP LOGIN IS DIFFERENT (!) USERNAME: u...@maindomain.com (users email) PASSWORD: password (user's password) It has been a long time since I have delved into the bowels of RT. It has been that rock solid for us. So any and all help is much appreciated. Donny B. - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] Can I use % wildcard within Query Builder on QUEUES?
Hello Sally and Mat
The like phrase works you just need to use the "Advanced" button at top of
page. At that point you can type in the phrase you would like.
I use this phrase in reports because I do not want the data in my calculations.
Requestor.EmailAddress Not Like '%DAEMON%'
Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 • 262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
"Servicing North America with Local Care"
-Original Message-
From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of
Sally Ainsley
Sent: Tuesday, September 29, 2015 10:32 AM
To: 'Matt Zagrabelny'; 'rt-users'
Subject: Re: [rt-users] Can I use % wildcard within Query Builder on QUEUES?
Thanks Matt for prompt response
I was hoping to do something in the Query Builder as I would need to secure
some technical resource internally to go down the perl route as I don't have
the knowledge for perl.
I got the same error as you below when I tried the LIKE operator. Perhaps LIKE
doesn’t work on the QUEUE field for some reason.
Sally Ainsley | Lifecycle Software | T: 01635 553427
-Original Message-
From: Matt Zagrabelny [mailto:mzagr...@d.umn.edu]
Sent: 29 September 2015 16:27
To: sally.ains...@lifecycle-software.com; rt-users
<rt-users@lists.bestpractical.com>
Subject: Fwd: [rt-users] Can I use % wildcard within Query Builder on QUEUES?
On Tue, Sep 29, 2015 at 10:05 AM, Sally Ainsley
<sally.ains...@lifecycle-software.com> wrote:
> Dear All
>
>
>
> I have a range of queries I am trying to create in QUERY BUILDER where
> I want to include or exclude a list of QUEUES.
>
>
>
> E.g.
>
> QUEUE NAME 1 = BLUE
>
> QUEUE NAME 2 = BLUE -UAT
>
> QUEUE NAME 3 = RED
>
> QUEUE NAME 2 = RED-UAT
>
>
>
> I would like to be able to include or exclude QUEUES with the letters “UAT”
> within them.
>
>
>
> Using the ADVANCED option of the QUERY BUILDER I have tried:
>
>
>
> a) Queue = '_%UAT' orQueue! = '_%UAT'
>
> b) Queue = ’%UAT’ orQueue! = '%UAT'
>
>
>
> I have also tried to use MATCHES or LIKE instead of ‘=’ but I cannot
> get any of this to work.
If it were to work, "LIKE" would be the operator. However, I don't think it
will work.
If you look at the Search Builder page, there is only "is" and "isn't"
in the drop down for building the Queue predicate.
I just tried it with LIKE and got the following error:
[error]: Couldn't parse query: Invalid Operation: LIKE for Queue at
/opt/rt4/sbin/../lib/RT/Tickets.pm line 368.
That said, depending on what your final needs are you could write some
supporting perl to achieve a similar effect:
# Not tested...
my @matching_queues = ();
my $Queues = RT::Queues->new($session{CurrentUser});
while (my $Queue = $Queues->next) {
if ($Queue->Name =~ /UAT$/) {
push @matching_queues, $Queue->Name;
}
}
my $sql =
join ' OR ',
map { "Queue = '$_'" },
@matching_queues,
;
my $Tickets = RT::Tickets->new($session{CurrentUser});
$Tickets->FromSQL($sql);
# end of untested code.
Perhaps that would help.
-m
Re: [rt-users] Error in Dashboard.
Thanks for the response Chris. I look at the open ticket but they do not mention a work around. Do you know of a work around to fix the issue? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 . 262-783-6261 ext. 2296 bba...@copesan.com www.copesan.com Servicing North America with Local Care -Original Message- From: Christian Loos [mailto:cl...@netsandbox.de] Sent: Thursday, July 23, 2015 7:00 AM To: Bryon Baker Cc: RT Users (rt-users@lists.bestpractical.com); t...@bestpractical.com Subject: Re: Error in Dashboard. Am 22.07.2015 um 17:25 schrieb Bryon Baker: Another error from same dashboard. Failed to load dashboard 757: Failed to load dashboard 757: Couldn't find row (/opt/rt4/share/html/Elements/Tabs:471) You hit this bug: https://issues.bestpractical.com/Ticket/Display.html?id=29719 Chris
Re: [rt-users] Error in Dashboard.
Hello all Bumping this to see if I can get some direction? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:bba...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: Bryon Baker Sent: Thursday, July 09, 2015 3:01 PM To: RT Users (rt-users@lists.bestpractical.com); 'rt-users-requ...@lists.bestpractical.com' Subject: Error in Dashboard. Hello All How can I track down which dashboard is producing this error? Failed to load dashboard 757: Could not load object for RT::Group-44 I already disable all dashboard for group 44. Thanks In advance. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:bba...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care
[rt-users] Error in Dashboard.
Hello All How can I track down which dashboard is producing this error? Failed to load dashboard 757: Could not load object for RT::Group-44 I already disable all dashboard for group 44. Thanks In advance. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:bba...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care
[rt-users] Email Tag
Hello all
I am working with an automated email process between two systems. The system
sending the email requires that the subject line not be change in the response.
So I need to remove the [rtname #12234] from the subject line.
What is the best way to accomplish this? I have tried both scripts and a
template.
My current template is as follows. This was my latest attempt to remove the
tag.
RT-Attach-Message: yes
Subject:{my $subject;
{
my $comapreStr = $Ticket-Subject;
my $stringend = index($comapreStr, ]) + 1;
$subject = substr $comapreStr, $stringend;
$subject = $subject . Accepted;
}
$subject;
}
{$Transaction-Content()}
Thanks in advance for the help.
Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 * 262-783-6261 ext. 2296
bba...@copesan.commailto:bba...@copesan.com
www.copesan.comhttp://www.copesan.com/
Servicing North America with Local Care
Re: [rt-users] Email Tag
Is there somewhere I can go to find information about the X-headers? Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:bba...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Joop Sent: Tuesday, June 30, 2015 9:53 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Email Tag On 30-6-2015 15:43, Bryon Baker wrote: Hello all I am working with an automated email process between two systems. The system sending the email requires that the subject line not be change in the response. So I need to remove the [rtname #12234] from the subject line. What is the best way to accomplish this? I have tried both scripts and a template. Others might chime in with better solutions but RT tries very hard to keep ticket replies/comments together. One is using the tag in the subject line, another is using X-Headers. If you add the right header in your template you should be able to remove the tag in the subject line. Regards, Joop
Re: [rt-users] User Rights
Never mind I was brain dead. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Bryon Baker Sent: Wednesday, June 03, 2015 3:16 PM To: 'rt-users-requ...@lists.bestpractical.com'; RT Users (rt-users@lists.bestpractical.com) Subject: [rt-users] User Rights I have not managed user rights in a while so maybe I went brain dead. But when I add a user shouldn't I see a menu option for User Rights? [cid:image001.jpg@01D09E14.F1FA4670] My current login is Root The only place I see users right is when modifying the group rights. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care
[rt-users] User Rights
I have not managed user rights in a while so maybe I went brain dead. But when I add a user shouldn't I see a menu option for User Rights? [cid:image001.jpg@01D09E10.2DC73640] My current login is Root The only place I see users right is when modifying the group rights. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care
Re: [rt-users] Could not load a valid user
We have this same issue. I have track down the issue to the fact that the email address has mixed case somewhere in the address. To solve it, I have to manually the user so the name is all lower case and the email address matches the incoming email address. I did at one point have an open case about this issue with Best Practical. I do not know if this issue has been addressed. I am running version 4.2.3 Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 . 262-783-6261 ext. 2296 bba...@copesan.com www.copesan.com Servicing North America with Local Care -Original Message- From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of k...@rice.edu Sent: Thursday, April 09, 2015 8:02 AM To: Daniel Moore Cc: 'rt-users@lists.bestpractical.com' Subject: Re: [rt-users] Could not load a valid user On Thu, Apr 09, 2015 at 12:34:33PM +, Daniel Moore wrote: Hello, I have an issue where we keep getting emails for ONE particular email that says Cannot load a valid user. I have already added this user into RT. I have even deleted and re-added him (I deleted it from the SQL database and ensured no reference to it all was in RT). He is back in the system. I have configured my RT_SiteConfig.pm three different ways with no avail. Set( $ValidateUserEmailAddress, 1); current setting #Set( $ValidateUserEmailAddress, 0); previous setting Set( $ValidateUserEmailAddress, 0); original setting I do not know why this is still happening even though I have tried to turn this off. I originally set it up because this was new to our organization (this version) and we had a lot of junk emails getting through. I thought I had turned this off by commenting it out. This only effects ONE email address (that I know of) and it happens every day. Is there a way to permanently turn this off so that it doesn't validate users? Oh, and this user has administrator privileges in RT so user rights are not a problem. This is our IT email address. Hi Daniel, When we have seen this error, it was the result of our CanonicalizeEmailAddress function in User_Local.pm (in 3.8.x). Run through that functions logic to determine where the problem is. In our case, the problem was caused by user primary Email address changes. The permissions of the account do not matter since the cause is the failure to determine the correct Email address. I hope this helps. Regards, Ken
Re: [rt-users] Custom Fields
Sorry I did not explain this very well. The area I would like to use the custom field in is the Calculate section of the graphing tool. Also I am using version 4.2.3 Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: Landon Stewart [mailto:lstew...@iweb.com] Sent: Tuesday, March 24, 2015 2:57 PM To: Bryon Baker Cc: RT Users (rt-users@lists.bestpractical.com) Subject: Re: [rt-users] Custom Fields On Mar 24, 2015, at 11:49 AM, Bryon Baker bba...@copesan.commailto:bba...@copesan.com wrote: Hello all Can custom fields be used in graphs? If so can someone point me in the direction of some article explaining how? Yes. Before version 4.2 you perform a search and make sure to select the Queue as part of the query so the queue specific CFs are loaded. Once that is done you click Chart on the upper right. You can then use the dropdown for Show chart grouped by to select any field including custom fields. In 4.2 however you can graph by multiple custom fields at once. Example: [cid:image001.png@01D0664D.13B3F4A0] Landon Stewart : lstew...@iweb.commailto:lstew...@iweb.com Lead Specialist, Abuse and Security Management Spécialiste principal, gestion des abus et sécurité http://iweb.com : +1 (888) 909-4932
[rt-users] Custom Fields
Hello all Can custom fields be used in graphs? If so can someone point me in the direction of some article explaining how? Thanks for all the help. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care
Re: [rt-users] Down System
Thanks Ken I can increase that value but is there any why to see what script or query is taking the longest? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 . 262-783-6261 ext. 2296 bba...@copesan.com www.copesan.com Servicing North America with Local Care -Original Message- From: k...@rice.edu [mailto:k...@rice.edu] Sent: Friday, March 13, 2015 9:00 AM To: Bryon Baker Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Down System On Fri, Mar 13, 2015 at 11:55:41AM +, Bryon Baker wrote: I do not have the system set to allow automatic upgrades. It appears that it have been cause by some testing I was doing, delete a couple of test tickets that had a very large amount of transactions. The system seems to be running fine after that task was complete. Which raises another concern it the problem just lurking around waiting to strike again. Hi Bryon, You need to increase your fcgi timeout value to allow for an update that takes a long period of time. 40s is way too small. You need to be able to accomodate the longest query that you typically run from RT. We have some very long reporting dashboards and have a 12h timeout to allow them to complete. The mod_perl configuration we used to use had no timeout at all, for example. Now by and large most responses take a very short period of time but you need to allow for the occasional long ones, as you noticed. Regards, Ken
Re: [rt-users] Down System
I do not have the system set to allow automatic upgrades. It appears that it have been cause by some testing I was doing, delete a couple of test tickets that had a very large amount of transactions. The system seems to be running fine after that task was complete. Which raises another concern it the problem just lurking around waiting to strike again. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.com www.copesan.com Servicing North America with Local Care -Original Message- From: fluca1...@gmail.com [mailto:fluca1...@gmail.com] On Behalf Of Luca Ferrari Sent: Friday, March 13, 2015 2:42 AM To: Bryon Baker Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Down System On Fri, Mar 13, 2015 at 12:23 AM, Bryon Baker bba...@copesan.com wrote: Need help tracking down what is causing these messages. What happens if you run the script from the command line? Maybe there's a missing library due to an automatic upgrade? Luca
[rt-users] Trying to reduce transactions
I am updating the time worked very often and would like to hide the transaction the snippet of code below seems to have no effect. Can anyone help? $ticket-SetTimeWorked($crtimeworked, RecordTransaction=0); My is to not record a transaction when I update the Time Worked field. Is that possible? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care
[rt-users] Down System
Need help tracking down what is causing these messages. Please help [Thu Mar 12 18:19:47 2015] [error] [client 192.168.250.231] Premature end of script headers: rt-server.fcgi [Thu Mar 12 18:19:54 2015] [warn] [client 192.168.250.231] mod_fcgid: read data timeout in 40 seconds [Thu Mar 12 18:19:54 2015] [error] [client 192.168.250.231] Premature end of script headers: rt-server.fcgi Thanks Bryon Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/
Re: [rt-users] Trying to shred a ticket
Just wondering if anyone can shed some light on how to delete this ticket? Thanks for the help Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Bryon Baker Sent: Friday, December 12, 2014 5:06 PM To: rt-users Subject: Re: [rt-users] Trying to shred a ticket An Update I found information about Dependencies and raised the limit to 10 which does not seem to help. Also the only scripts running against this tick is an action using rt-crontool. Here is the full error /opt/rt4/sbin/rt-shredder --plugin 'Tickets=query,Id=145013' SQL dump file is '/home/admin/20141212T230121-0001.sql' Next 1 objects would be deleted: RT::Ticket-145013 object Do you want to proceed? [y/N] y ERROR: Dependencies list has reached its limit. See $RT::DependenciesLimit in RT::Shredder docs. [30789] [Fri Dec 12 23:01:57 2014] [warning]: Too late to safely run transaction-batch scrips! This is typically caused by using ticket objects at the top-level of a script which uses the RT API. Be sure to explicitly undef such ticket objects, or put them inside of a lexical scope. at /opt/rt4/sbin/../lib/RT/Ticket.pm line 2615, STDIN line 1 during global destruction. (/opt/rt4/sbin/../lib/RT/Ticket.pm:2615) Again thanks for any help and or pointer given. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: Bryon Baker Sent: Friday, December 12, 2014 4:22 PM To: rt-users Subject: Trying to shred a ticket I am trying to shred a ticket and I am issuing the following command. /opt/rt4/sbin/rt-shredder –force --plugin 'Tickets=query,Id=145013' I want this ticket to just go away. I am getting the following error. [28230] [Fri Dec 12 22:14:02 2014] [warning]: Too late to safely run transaction-batch scrips! This is typically caused by using ticket objects at the top-level of a script which uses the RT API. Be sure to explicitly undef such ticket objects, or put them inside of a lexical scope. at /opt/rt4/sbin/../lib/RT/Ticket.pm line 2615, STDIN line 1 during global destruction. (/opt/rt4/sbin/../lib/RT/Ticket.pm:2615) I am running RT 4.2.3 Copyright 1996-2014 Thanks for any help I can get. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care
[rt-users] Trying to shred a ticket
I am trying to shred a ticket and I am issuing the following command. /opt/rt4/sbin/rt-shredder –force --plugin 'Tickets=query,Id=145013' I want this ticket to just go away. I am getting the following error. [28230] [Fri Dec 12 22:14:02 2014] [warning]: Too late to safely run transaction-batch scrips! This is typically caused by using ticket objects at the top-level of a script which uses the RT API. Be sure to explicitly undef such ticket objects, or put them inside of a lexical scope. at /opt/rt4/sbin/../lib/RT/Ticket.pm line 2615, STDIN line 1 during global destruction. (/opt/rt4/sbin/../lib/RT/Ticket.pm:2615) I am running RT 4.2.3 Copyright 1996-2014 Thanks for any help I can get. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care
Re: [rt-users] Trying to shred a ticket
An Update I found information about Dependencies and raised the limit to 10 which does not seem to help. Also the only scripts running against this tick is an action using rt-crontool. Here is the full error /opt/rt4/sbin/rt-shredder --plugin 'Tickets=query,Id=145013' SQL dump file is '/home/admin/20141212T230121-0001.sql' Next 1 objects would be deleted: RT::Ticket-145013 object Do you want to proceed? [y/N] y ERROR: Dependencies list has reached its limit. See $RT::DependenciesLimit in RT::Shredder docs. [30789] [Fri Dec 12 23:01:57 2014] [warning]: Too late to safely run transaction-batch scrips! This is typically caused by using ticket objects at the top-level of a script which uses the RT API. Be sure to explicitly undef such ticket objects, or put them inside of a lexical scope. at /opt/rt4/sbin/../lib/RT/Ticket.pm line 2615, STDIN line 1 during global destruction. (/opt/rt4/sbin/../lib/RT/Ticket.pm:2615) Again thanks for any help and or pointer given. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: Bryon Baker Sent: Friday, December 12, 2014 4:22 PM To: rt-users Subject: Trying to shred a ticket I am trying to shred a ticket and I am issuing the following command. /opt/rt4/sbin/rt-shredder –force --plugin 'Tickets=query,Id=145013' I want this ticket to just go away. I am getting the following error. [28230] [Fri Dec 12 22:14:02 2014] [warning]: Too late to safely run transaction-batch scrips! This is typically caused by using ticket objects at the top-level of a script which uses the RT API. Be sure to explicitly undef such ticket objects, or put them inside of a lexical scope. at /opt/rt4/sbin/../lib/RT/Ticket.pm line 2615, STDIN line 1 during global destruction. (/opt/rt4/sbin/../lib/RT/Ticket.pm:2615) I am running RT 4.2.3 Copyright 1996-2014 Thanks for any help I can get. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care
Re: [rt-users] Problem with date
Thanks for your response Christian.
So where it RT is that configuration?
This is why I developed the script to update the resolved date and timeworked.
I have been trying to get this to work for months and I have completely missed
the configuration you are talking about.
Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 . 262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
Servicing North America with Local Care
-Original Message-
From: Christian Loos [mailto:cl...@netcologne.de]
Sent: Thursday, November 20, 2014 1:52 AM
To: Bryon Baker; RT Users (rt-users@lists.bestpractical.com)
Subject: Re: Problem with date
Hi,
as far as I understand you script you try to set the ticket resolved date to
the transaction date when the ticket status is set to closed.
If you have configured you RT correct this is done automatically by RT.
So what is your intent with this script?
Chris
Am 19.11.2014 um 20:18 schrieb Bryon Baker:
I am attempting use the following code to update the Resolved date in
a ticket. Thanks for the help in advance.
package RT::Action::CSRUpdateResolvedTest;
use base 'RT::Action';
use strict;
use warnings;
sub Prepare
{
return 1;
}
sub Commit
{
my %mon2num = qw(
jan 1 feb 2 mar 3 apr 4 may 5 jun
6
jul 7 aug 8 sep 9 oct 10 nov 11 dec
12
);
my $self = shift;
my $ticket = $self-TicketObj;
my $datecreated = $ticket-CreatedObj-Unix;
my $dateupdated = $ticket-LastUpdatedObj-Unix;
my $datecreatedstr = $ticket-CreatedObj-AsString;
my $dateupdatedstr = $ticket-LastUpdatedObj-AsString;
my $dateresolved;
my $dateresolvedstr;
my @dateresolvedstr;
my $transactions = $ticket-Transactions;
$transactions-Limit( FIELD = 'Type', VALUE =
'Status', FIELD = 'NewValue', VALUE = 'closed');
while (my $transaction = $transactions-Next)
{
$dateresolved = localtime($transaction-CreatedObj-Unix);
@dateresolvedstr = split(
,$dateresolved);
$dateresolvedstr = $dateresolvedstr[4] . -
. $mon2num{lc substr($dateresolvedstr[1], 0, 3)} . - .
$dateresolvedstr[2] . . $dateresolvedstr[3];
}
print $dateresolvedstr . . $dateresolved . \n;
$ticket-SetResolved($dateresolvedstr);
return 1;
}
The dates printed to the console are correct but when I view the
ticket the resolved date is different than the dates printed to the
console by
6 hours. This seems to me to be the off set for the time zone. What
do I need to add for Request Tracker to take the date as is?
Thanks
Bryon Baker
Network Operations Manager
*/Copesan/**/- Specialists in Pest Solutions/*
800-267-3726 . 262-783-6261 ext. 2296
bba...@copesan.com mailto:cstep...@copesan.com
www.copesan.com http://www.copesan.com/
*/Servicing North America with Local Care/*
Re: [rt-users] Problem with date
The time zone is configured correctly.
Maybe I state the issue wrong in the current configuration when a ticket is
closed the TimeWorked and the Resolved date are not updated.
Is there a configuration I need to add to turn on this automated feature?
All other dates seem to be populating. Created, Started, Last Contact, Updated
and they are showing the correct dates. But when a ticket is closed the
closed date does not get populated nor does the timework.
Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 . 262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
Servicing North America with Local Care
-Original Message-
From: Christian Loos [mailto:cl...@netcologne.de]
Sent: Thursday, November 20, 2014 8:33 AM
To: Bryon Baker; RT Users (rt-users@lists.bestpractical.com)
Subject: Re: Problem with date
RT saves dates in the DB in UTC.
In the web interface dates are displayed based on the RT_SiteConfig.pm [1] or
User timezone.
Maybe just your timezone config is wrong.
Chris
[1] http://bestpractical.com/docs/rt/latest/RT_Config.html#Timezone
Am 20.11.2014 um 15:17 schrieb Bryon Baker:
Thanks for your response Christian.
So where it RT is that configuration?
This is why I developed the script to update the resolved date and
timeworked. I have been trying to get this to work for months and I have
completely missed the configuration you are talking about.
Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 . 262-783-6261 ext. 2296 bba...@copesan.com
www.copesan.com Servicing North America with Local Care
-Original Message-
From: Christian Loos [mailto:cl...@netcologne.de]
Sent: Thursday, November 20, 2014 1:52 AM
To: Bryon Baker; RT Users (rt-users@lists.bestpractical.com)
Subject: Re: Problem with date
Hi,
as far as I understand you script you try to set the ticket resolved date to
the transaction date when the ticket status is set to closed.
If you have configured you RT correct this is done automatically by RT.
So what is your intent with this script?
Chris
Am 19.11.2014 um 20:18 schrieb Bryon Baker:
I am attempting use the following code to update the Resolved date
in a ticket. Thanks for the help in advance.
package RT::Action::CSRUpdateResolvedTest;
use base 'RT::Action';
use strict;
use warnings;
sub Prepare
{
return 1;
}
sub Commit
{
my %mon2num = qw(
jan 1 feb 2 mar 3 apr 4 may 5
jun
6
jul 7 aug 8 sep 9 oct 10 nov 11
dec
12
);
my $self = shift;
my $ticket = $self-TicketObj;
my $datecreated = $ticket-CreatedObj-Unix;
my $dateupdated = $ticket-LastUpdatedObj-Unix;
my $datecreatedstr = $ticket-CreatedObj-AsString;
my $dateupdatedstr = $ticket-LastUpdatedObj-AsString;
my $dateresolved;
my $dateresolvedstr;
my @dateresolvedstr;
my $transactions = $ticket-Transactions;
$transactions-Limit( FIELD = 'Type', VALUE =
'Status', FIELD = 'NewValue', VALUE = 'closed');
while (my $transaction = $transactions-Next)
{
$dateresolved =
localtime($transaction-CreatedObj-Unix);
@dateresolvedstr = split(
,$dateresolved);
$dateresolvedstr = $dateresolvedstr[4] . -
. $mon2num{lc substr($dateresolvedstr[1], 0, 3)} . - .
$dateresolvedstr[2] . . $dateresolvedstr[3];
}
print $dateresolvedstr . . $dateresolved . \n;
$ticket-SetResolved($dateresolvedstr);
return 1;
}
The dates printed to the console are correct but when I view the
ticket the resolved date is different than the dates printed to the
console by
6 hours. This seems to me to be the off set for the time zone. What
do I need to add for Request Tracker to take the date as is?
Thanks
Bryon Baker
Network Operations Manager
*/Copesan/**/- Specialists in Pest Solutions/*
800-267-3726 . 262-783-6261 ext. 2296
bba...@copesan.com mailto:cstep...@copesan.com
www.copesan.com http://www.copesan.com/
*/Servicing North America with Local Care/*
[rt-users] Problem with date
I am attempting use the following code to update the Resolved date in a
ticket. Thanks for the help in advance.
package RT::Action::CSRUpdateResolvedTest;
use base 'RT::Action';
use strict;
use warnings;
sub Prepare
{
return 1;
}
sub Commit
{
my %mon2num = qw(
jan 1 feb 2 mar 3 apr 4 may 5 jun 6
jul 7 aug 8 sep 9 oct 10 nov 11 dec 12
);
my $self = shift;
my $ticket = $self-TicketObj;
my $datecreated = $ticket-CreatedObj-Unix;
my $dateupdated = $ticket-LastUpdatedObj-Unix;
my $datecreatedstr = $ticket-CreatedObj-AsString;
my $dateupdatedstr = $ticket-LastUpdatedObj-AsString;
my $dateresolved;
my $dateresolvedstr;
my @dateresolvedstr;
my $transactions = $ticket-Transactions;
$transactions-Limit( FIELD = 'Type', VALUE = 'Status', FIELD
= 'NewValue', VALUE = 'closed');
while (my $transaction = $transactions-Next)
{
$dateresolved = localtime($transaction-CreatedObj-Unix);
@dateresolvedstr = split( ,$dateresolved);
$dateresolvedstr = $dateresolvedstr[4] . - .
$mon2num{lc substr($dateresolvedstr[1], 0, 3)} . - . $dateresolvedstr[2] .
. $dateresolvedstr[3];
}
print $dateresolvedstr . . $dateresolved . \n;
$ticket-SetResolved($dateresolvedstr);
return 1;
}
The dates printed to the console are correct but when I view the ticket the
resolved date is different than the dates printed to the console by 6 hours.
This seems to me to be the off set for the time zone. What do I need to add
for Request Tracker to take the date as is?
Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 * 262-783-6261 ext. 2296
bba...@copesan.commailto:cstep...@copesan.com
www.copesan.comhttp://www.copesan.com/
Servicing North America with Local Care
Re: [rt-users] Problem with date
Landon Thanks for the fast response So if I understand you correctly then when I am update the Resolved date I need to subtract 6 hours making it UTC time and the store that value. Is the procedure correct? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: Landon Stewart [mailto:lstew...@iweb.com] Sent: Wednesday, November 19, 2014 4:07 PM To: Bryon Baker Cc: RT Users (rt-users@lists.bestpractical.com) Subject: Re: [rt-users] Problem with date On Nov 19, 2014, at 11:18 AM, Bryon Baker bba...@copesan.commailto:bba...@copesan.com wrote: The dates printed to the console are correct but when I view the ticket the resolved date is different than the dates printed to the console by 6 hours. This seems to me to be the off set for the time zone. What do I need to add for Request Tracker to take the date as is? Hi Byron, AFAIK RT provides it's own offset when printing dates/times in the UI so one must store the date/time as UTC. What is printed on the console should actually be UTC. Date/Time entered by users or stored in any way need to be converted to UTC first. More info: http://bestpractical.com/docs/rt/latest/RT_Config.html#Date-and-time-handling Landon Stewart : lstew...@iweb.commailto:lstew...@iweb.com Lead Specialist, Abuse and Security Management Spécialiste principal, gestion des abus et sécurité http://iweb.com : +1 (888) 909-4932
Re: [rt-users] newbie queue managemnet question: bulk actions
You can also use the RT-crontool /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --search-arg Put your search Query here --action RT::Action::ChangeQueue --action-arg Queue to change to --transaction last --Verbos Runs very fast and can handle all the tickets versus paging through however many tickets you have. The search query can be built in the web interface when you are the the search tool select advance and then you can copy the query to be used for the RT-Crontool. I use this method to move thousands of tickets when needed. Good luck Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 . 262-783-6261 ext. 2296 bba...@copesan.com www.copesan.com Servicing North America with Local Care -Original Message- From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of k...@rice.edu Sent: Tuesday, October 07, 2014 11:27 AM To: Karres, Dean Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] newbie queue managemnet question: bulk actions On Tue, Oct 07, 2014 at 04:20:26PM +, Karres, Dean wrote: Hi, I am still demo-ing RT as a replacement for our aging home-built ticketing system. I currently have RT setup in parallel with our current system. All in-bound messages are copied. One goes to the active system and the copy goes to our RT test. In order to not confuse our user base I have disabled the notification scripts that would auto-send messages back to the requestors. In the last several days we have had a crush of items on a particular subject. So many new tickets have been created that 1) I have created a new RT Queue for that topic; but, 2) the rush to move and address the tickets has not been able to keep up with the load. I'm not sure what the best practice is here. What I want to do is a bulk move of all new tickets in our general queue who's subject matches a pattern to another queue. Is that something best handled as a special perl script? Is that ability inside the TicketSQL language... but I'm not seeing it? Something like an UPDATE operator that lets me change the queue name of tickets that match some other search criteria? Dean karres Hi Dean, Do the search to pull up the correct ticket list and then use the Bulk Update to change their queue. Regards, Ken -- RT Training November 4 5 Los Angeles http://bestpractical.com/training -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
[rt-users] Happened after patch
Need some help. I patch opensuse 12.3 yesterday for the Shellshock Bash Threat.
Now I get the following error.
msg 3/68 (19058 bytes), delivery error (command rt-mailgate 15079 wrote to
stderr: cannot chdir to /root from /tmp/9RCVS3sfzz: Permission denied,
aborting. at /usr/lib/perl5/site_perl/5.16.2/File/Temp.pm line 784.)
Here is the perl script I am running as a cron job
use DBI;
use Proc::ProcessTable;
use Process;
use DateTime;
my $command2 = ;
my $currentID = $$;
my $dt = DateTime-now;
open(FILE, ps aux|);
while (FILE)
{
(my $uid,my $pid,my $cpu,my $mem,my $vsz,my $rss,my $tty,my $stat,my $start,my
$time,my $command,my $command1,my $command2) = split;
$command .= $command1 // Unknown;
$command .= $command2 // Unknown;
my $result = index($command, /usr/bin/getmail);
if ($pid ne $currentID)
{
if ($result -1)
{
print $dt Scrip already running $command $pid $currentID $result\n;
exit;
}
}
}
if(! chdir(/root)){
print \n cannot change the working directory \n;
}
system(getmail -r /opt/rt4/etc/getmail/getmailHelpdesk -g
/opt/rt4/etc/getmail);
#system(getmail -r /opt/rt4/etc/getmail/getmailCUHelpdesk -g
/opt/rt4/etc/getmail);
#system(getmail -r /opt/rt4/etc/getmail/getmailPartnerRequest -g
/opt/rt4/etc/getmail);
system(getmail -r /opt/rt4/etc/getmail/getmailBounce -g /opt/rt4/etc/getmail);
Here is my getmail config
[retriever]
#type = SimpleIMAPSSLRetriever
#server = imap.gmail.com
#port = 993
#username = testcope...@gmail.commailto:testcope...@gmail.com
#password =
#mailboxes = ('BBaker',)
type = SimpleIMAPSSLRetriever
#server = pod51010.outlook.com
server = outlook.office365.com
port = 993
username =
password =
mailboxes = ('To_Request_Tracker',)
[destination]
type = MDA_external
path = /opt/rt4/bin/rt-mailgate
user = rt
group = rtgroup
arguments = (--url, http://localhost/rt;, --queue, IT Helpdesk InBox,
--action, correspond,)
[options]
read_all = false
delete = false
received = True
delivered_to = false
delete_after = 30
max_messages_per_session = 1
message_log = /opt/rt4/var/log/Helpdeskmail.log
When retrieving messages. Two things are happening
1: I am getting multiple Tickets from one email every time I retrieve emails.
2: I get directories left over in the tmp directory with strange names
Ie:
1WIaWc2pkH
I6oSjd1eH4
TbpZ6dj3i9
c9BeTfQUqN
m_iT06tRYz
rmr3N7P9Y4
Would appreciate help currently system has been down for about 12 hours.
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 * 262-783-6261 ext. 2296
bba...@copesan.commailto:cstep...@copesan.com
www.copesan.comhttp://www.copesan.com/
Servicing North America with Local Care
--
RT Training November 4 5 Los Angeles
http://bestpractical.com/training
[rt-users] Help with building Graphs
Hello all I am trying to create some custom graphs. The issue I am have is
getting the data in the right format for GD:Graph
Using data dumper I can see that I am getting the correct data. Per GD::Graph
when I pass the data object to GD::Graph it is in an invalid format.
In the code I use the object @data for the data from Request tracker. The
data2 object I built for testing and it works fine.
Thanks in advance for the help.
Here is my test code snippet.
my @data;
my @status = qw[new assigned opened evaluation closed];
for my $status (@status)
{
my $search = new RT::Tickets($RT::SystemUser);
$search-FromSQL(Queue = 'cerby' AND Status = '$status');
push @data, $search-Count;
#print Dumper(\@data);
print Dumper(\$search);
}
my @data2 = (
[1st,2nd,3rd,4th],
[ 1, 3.5, 5, 6 ],
);
print Dumper(\@data2);
my $pie = GD::Graph::pie-new(400, 400);
$pie-set(
# accentclr = undef,
'3d'= 0,
) or die $pie-error;
my $img1 = $pie-plot(\@data2) or die $pie-error;
open(IMG, 'pie.png') or die $!;
binmode IMG;
print IMG $img1-png;
Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 * 262-783-6261 ext. 2296
bba...@copesan.commailto:cstep...@copesan.com
www.copesan.comhttp://www.copesan.com/
Servicing North America with Local Care
--
RT Training - Boston, September 9-10
http://bestpractical.com/training
Re: [rt-users] Reply
When I use the action Reply there are no boxes to check or uncheck in the “Scripts and Recipients” area when I click the update ticket there are no errors. On the ticket history a correspondence is added but no entry for email sent. I do not see any error in the log. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: Alex Peters [mailto:a...@peters.net] Sent: Thursday, August 14, 2014 10:07 PM To: Bryon Baker Cc: RT Users (rt-users@lists.bestpractical.com) Subject: Re: [rt-users] Reply Is anything showing up in the logs when you attempt to issue a reply, or is the ability to reply completely removed from the interface? What exactly is available and what occurs when you perform any relevant actions (e.g. when you click Update Ticket, if you even can)? On 14 August 2014 23:43, Bryon Baker bba...@copesan.commailto:bba...@copesan.com wrote: I need some help I am using RT 4.2.3. The system has lost the ability to Reply to tickets. Nobody including root from any queue can use the reply to a ticket function. Can someone give me some direction as to where to look? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Reply
Ok maybe somehow I turned off the scrip, what is the default scrip for this action? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: Alex Peters [mailto:a...@peters.net] Sent: Friday, August 15, 2014 9:09 AM To: Bryon Baker Cc: RT Users (rt-users@lists.bestpractical.com) Subject: Re: [rt-users] Reply So the reply itself is working, but no scrips that would generate email are firing. Double-check the enabled scrips for the relevant queue, and what users/groups are set up as ticket/queue watchers. On 15/08/2014 11:55 pm, Bryon Baker bba...@copesan.commailto:bba...@copesan.com wrote: When I use the action Reply there are no boxes to check or uncheck in the “Scripts and Recipients” area when I click the update ticket there are no errors. On the ticket history a correspondence is added but no entry for email sent. I do not see any error in the log. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: Alex Peters [mailto:a...@peters.netmailto:a...@peters.net] Sent: Thursday, August 14, 2014 10:07 PM To: Bryon Baker Cc: RT Users (rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com) Subject: Re: [rt-users] Reply Is anything showing up in the logs when you attempt to issue a reply, or is the ability to reply completely removed from the interface? What exactly is available and what occurs when you perform any relevant actions (e.g. when you click Update Ticket, if you even can)? On 14 August 2014 23:43, Bryon Baker bba...@copesan.commailto:bba...@copesan.com wrote: I need some help I am using RT 4.2.3. The system has lost the ability to Reply to tickets. Nobody including root from any queue can use the reply to a ticket function. Can someone give me some direction as to where to look? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Reply
Thanks Alex I implemented On Correspond Notify Requestors and Ccs and this seems to be working. Again Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: Alex Peters [mailto:a...@peters.net] Sent: Friday, August 15, 2014 10:01 AM To: Bryon Baker Cc: RT Users (rt-users@lists.bestpractical.com) Subject: Re: [rt-users] Reply All of the relevant scrips are named On Correspond Notify On 16/08/2014 12:11 am, Bryon Baker bba...@copesan.commailto:bba...@copesan.com wrote: Ok maybe somehow I turned off the scrip, what is the default scrip for this action? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: Alex Peters [mailto:a...@peters.netmailto:a...@peters.net] Sent: Friday, August 15, 2014 9:09 AM To: Bryon Baker Cc: RT Users (rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com) Subject: Re: [rt-users] Reply So the reply itself is working, but no scrips that would generate email are firing. Double-check the enabled scrips for the relevant queue, and what users/groups are set up as ticket/queue watchers. On 15/08/2014 11:55 pm, Bryon Baker bba...@copesan.commailto:bba...@copesan.com wrote: When I use the action Reply there are no boxes to check or uncheck in the “Scripts and Recipients” area when I click the update ticket there are no errors. On the ticket history a correspondence is added but no entry for email sent. I do not see any error in the log. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: Alex Peters [mailto:a...@peters.netmailto:a...@peters.net] Sent: Thursday, August 14, 2014 10:07 PM To: Bryon Baker Cc: RT Users (rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com) Subject: Re: [rt-users] Reply Is anything showing up in the logs when you attempt to issue a reply, or is the ability to reply completely removed from the interface? What exactly is available and what occurs when you perform any relevant actions (e.g. when you click Update Ticket, if you even can)? On 14 August 2014 23:43, Bryon Baker bba...@copesan.commailto:bba...@copesan.com wrote: I need some help I am using RT 4.2.3. The system has lost the ability to Reply to tickets. Nobody including root from any queue can use the reply to a ticket function. Can someone give me some direction as to where to look? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] Reply
I need some help I am using RT 4.2.3. The system has lost the ability to Reply to tickets. Nobody including root from any queue can use the reply to a ticket function. Can someone give me some direction as to where to look? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Change ticket subject before first outgoing correspondence.
I have a question related to this thread.
Kevin you mention that scrips fire in order of name so does that mean when the
order is set for a queue this is ignored? If so what is the purpose of the
Move Up, Down for the scrips on a queue?
Thanks
Sorry for butting in.
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 . 262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
Servicing North America with Local Care
-Original Message-
From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of
Kevin Falcone
Sent: Monday, August 11, 2014 10:09 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Change ticket subject before first outgoing
correspondence.
On Thu, Aug 07, 2014 at 02:00:01PM -0400, Michael Mol wrote:
* Scrip re-ordering appears to be a feature of the 4.2 line of RT. I'm
running the vendor packages of RT 4 on Ubuntu 14.04.
Nope. On RT 4.0, which is what I assume you mean by vendor packages RT
4 on Ubuntu 14.04 you order scrips by their descriptions. Typically this is
done by literally numbering scrips that will run in the same condition.
* I looked into upgrading, but I did not find any repositories making
backported packages available to 14.04. Pity; I selected 14.04 so I
wouldn't have to override the system as often.
Debian has 4.2 packages available in testing, encouraging Ubuntu to take
upgrades would be helpful.
* Even though I can't reorder scrips, I can create disable global
scrips and create local scrips with the same name, resulting in a
higher ID number (and theoretically later execution). However, this
has no apparent effect, regardless of whether I run the overriding
Notify scrips in the TransactionCreate or TransactionBatch stages.
ID number has nothing to do with ordering.
I'm beginning to wonder if I need to set something beyond just the
ticket subject in my scrip. The scrip doing the work in question will
look familiar:
My last option appears to be to write a template that duplicates the
above logic in the template itself, which feels dirty, and looks
worse...
You still haven't said what the Scrip is that isn't firing, both Alex and I
assumed it was your Autoreply to Requestors because you were unclear.
I've certainly modified a subject in a Scrip and then had an Autoreply fire
with the correct subject by using a TransactionBatch scrip.
Keep in mind, if you make all your Notify scrips TransactionBatch, they will no
longer show up in the Preview Scrips box.
I've seen your rewritten template, but a Notify scrip running in the
transaction batch stage which has merely
Subject: { $Ticket-Subject }
should be more than sufficient, assuming it runs after your Subject
modification scrip, preferably in a TransactionBatch scrip on the same
Condition.
-kevin
--
RT Training - Boston, September 9-10
http://bestpractical.com/training
[rt-users] Autoforwarding tickets
Hello all I would like to do this process differently. Here is what I am doing on RT version 4.2.3. A ticket comes in RT queries an external system to determine if the ticket should be auto forwarded. If the foreign system return yes to auto forward a CF is set for where the ticket should be forwarded. I have written scrips to auto forward this ticket by changing the requestor. What I would like to change is to forward the ticket without changing the requestor. So I need to be able to change the forward address from the requestor to a CF value on the fly. Now the questions. Can this be done? If so, where should this be done? In the template? If so how? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Autoforwarding tickets
Update I change the behavior to use the Admincc this is working great for me. Thanks all Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Bryon Baker Sent: Wednesday, August 06, 2014 3:15 PM To: RT Users (rt-users@lists.bestpractical.com) Subject: [rt-users] Autoforwarding tickets Hello all I would like to do this process differently. Here is what I am doing on RT version 4.2.3. A ticket comes in RT queries an external system to determine if the ticket should be auto forwarded. If the foreign system return yes to auto forward a CF is set for where the ticket should be forwarded. I have written scrips to auto forward this ticket by changing the requestor. What I would like to change is to forward the ticket without changing the requestor. So I need to be able to change the forward address from the requestor to a CF value on the fly. Now the questions. Can this be done? If so, where should this be done? In the template? If so how? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] Can't Parse
I am running Rt 4.2.3 All seems to be working just fine. I am now trying to track down errors in the log files. Below are a couple that I have not found an answer for hoping someone can give me some guidance. [18967] [Fri Aug 1 12:40:09 2014] [error]: Unable to parse an email address from clientserv...@copesan.comclientserv...@copesan.com : clientserv...@copesan.comclientserv...@copesan.com is not a valid email address (/opt/rt4/sbin/../lib/RT/EmailParser.pm:540) [18967] [Fri Aug 1 12:40:09 2014] [error]: Unable to parse an email address from nwcommerc...@nwext.netnwcommerc...@nwext.net : nwcommerc...@nwext.netnwcommerc...@nwext.net is not a valid email address (/opt/rt4/sbin/../lib/RT/EmailParser.pm:540) They look like valid addresses to me. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Can't Parse
This is showing up in the RT.log file. The only application I have logging to this file is RT so I assume RT is logging this error message. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: Alex Peters [mailto:a...@peters.net] Sent: Friday, August 01, 2014 10:30 AM To: Bryon Baker Cc: RT Users (rt-users@lists.bestpractical.com) Subject: Re: [rt-users] Can't Parse I suspect that the lack of space before the first angled bracket is causing the issue in both cases. What is generating those? On 2 August 2014 01:17, Bryon Baker bba...@copesan.commailto:bba...@copesan.com wrote: I am running Rt 4.2.3 All seems to be working just fine. I am now trying to track down errors in the log files. Below are a couple that I have not found an answer for hoping someone can give me some guidance. [18967] [Fri Aug 1 12:40:09 2014] [error]: Unable to parse an email address from clientserv...@copesan.comclientserv...@copesan.commailto:clientserv...@copesan.com%3cclientserv...@copesan.com : clientserv...@copesan.comclientserv...@copesan.commailto:clientserv...@copesan.com%3cclientserv...@copesan.com is not a valid email address (/opt/rt4/sbin/../lib/RT/EmailParser.pm:540) [18967] [Fri Aug 1 12:40:09 2014] [error]: Unable to parse an email address from nwcommerc...@nwext.netmailto:nwcommerc...@nwext.netnwcommerc...@nwext.netmailto:nwcommerc...@nwext.net : nwcommerc...@nwext.netmailto:nwcommerc...@nwext.netnwcommerc...@nwext.netmailto:nwcommerc...@nwext.net is not a valid email address (/opt/rt4/sbin/../lib/RT/EmailParser.pm:540) They look like valid addresses to me. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] Tracking Errors
Hello all I am trying to figure out why I get this message. [18940] [Thu Jul 31 21:39:10 2014] [error]: Scrip #94 is not applied to queue #14 (/opt/rt4/sbin/../lib/RT/Scrip.pm:548) In this case I do not want the script applied to that queue. So why am I getting and error? Also it looks like I get this for every scrip I have created and all for the same queue. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Can't Parse
These are recurring and they are coming from incoming emails. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: Alex Peters [mailto:a...@peters.net] Sent: Friday, August 01, 2014 10:59 AM To: Bryon Baker Cc: RT Users (rt-users@lists.bestpractical.com) Subject: Re: [rt-users] Can't Parse What I meant to ask is, what is generating those email addresses? Is there any indication as to whether they were provided by the web interface or via an incoming email? Is this recurring or just a once-off? On 02/08/2014 1:38 am, Bryon Baker bba...@copesan.commailto:bba...@copesan.com wrote: This is showing up in the RT.log file. The only application I have logging to this file is RT so I assume RT is logging this error message. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: Alex Peters [mailto:a...@peters.netmailto:a...@peters.net] Sent: Friday, August 01, 2014 10:30 AM To: Bryon Baker Cc: RT Users (rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com) Subject: Re: [rt-users] Can't Parse I suspect that the lack of space before the first angled bracket is causing the issue in both cases. What is generating those? On 2 August 2014 01:17, Bryon Baker bba...@copesan.commailto:bba...@copesan.com wrote: I am running Rt 4.2.3 All seems to be working just fine. I am now trying to track down errors in the log files. Below are a couple that I have not found an answer for hoping someone can give me some guidance. [18967] [Fri Aug 1 12:40:09 2014] [error]: Unable to parse an email address from clientserv...@copesan.comclientserv...@copesan.commailto:clientserv...@copesan.com%3cclientserv...@copesan.com : clientserv...@copesan.comclientserv...@copesan.commailto:clientserv...@copesan.com%3cclientserv...@copesan.com is not a valid email address (/opt/rt4/sbin/../lib/RT/EmailParser.pm:540) [18967] [Fri Aug 1 12:40:09 2014] [error]: Unable to parse an email address from nwcommerc...@nwext.netmailto:nwcommerc...@nwext.netnwcommerc...@nwext.netmailto:nwcommerc...@nwext.net : nwcommerc...@nwext.netmailto:nwcommerc...@nwext.netnwcommerc...@nwext.netmailto:nwcommerc...@nwext.net is not a valid email address (/opt/rt4/sbin/../lib/RT/EmailParser.pm:540) They look like valid addresses to me. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Query
Is there a way to tie a session id to a user? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Ram Sent: Tuesday, July 15, 2014 11:07 AM To: rt-users Subject: Re: [rt-users] Query From: Bryon Baker It looks like I should be able to do this using the Session table. If this is true is there a definition for the blob somewhere? If you store your sessions in the RT DB as I do you can get a list of sessions: mysql select id, LastUpdated from sessions; In any case you can always parse RT Session blobs using the rt session viewer: http://bestpractical.com/docs/rt/4.2/rt-session-viewer.html cheers, ram -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Query
Ok let’s try a different approach create a custom field that the user needs to check to have tickets assigned. If I do this I need to display to the administrator who has the boxed checked and who does not. I cannot find any search screen that allow searching the users and displaying a custom user fields in a list. Can this be done via a callback and displayed like the quick search areas are? If so I would need a lot of help with building that functionally. I have not succeeded at build a callback that works yet. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Ram Sent: Tuesday, July 15, 2014 11:07 AM To: rt-users Subject: Re: [rt-users] Query From: Bryon Baker It looks like I should be able to do this using the Session table. If this is true is there a definition for the blob somewhere? If you store your sessions in the RT DB as I do you can get a list of sessions: mysql select id, LastUpdated from sessions; In any case you can always parse RT Session blobs using the rt session viewer: http://bestpractical.com/docs/rt/4.2/rt-session-viewer.html cheers, ram -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Query
Hello all I wondering if anybody has any Ideas for my question? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: Bryon Baker Sent: Thursday, July 10, 2014 3:57 PM To: RT Users (rt-users@lists.bestpractical.com) Subject: RE: Query Update to question It looks like I should be able to do this using the Session table. If this is true is there a definition for the blob somewhere? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Bryon Baker Sent: Thursday, July 10, 2014 2:28 PM To: RT Users (rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com) Subject: [rt-users] Query Hello All Is it possible to write a query to see who is logged into RequestTracker? And if so can I get some hints as to how? Thanks in advance for the help. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Query
Thanks for the response Len Do you have any hints on how to do that? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: lenja...@gmail.com [mailto:lenja...@gmail.com] On Behalf Of Len Jaffe Sent: Monday, July 14, 2014 2:48 PM To: Bryon Baker Subject: Re: [rt-users] Query It looks like you'd have to read and decode the sessions. On Mon, Jul 14, 2014 at 3:22 PM, Bryon Baker bba...@copesan.commailto:bba...@copesan.com wrote: Hello all I wondering if anybody has any Ideas for my question? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726tel:800-267-3726 • 262-783-6261 ext. 2296tel:262-783-6261%20ext.%202296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: Bryon Baker Sent: Thursday, July 10, 2014 3:57 PM To: RT Users (rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com) Subject: RE: Query Update to question It looks like I should be able to do this using the Session table. If this is true is there a definition for the blob somewhere? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726tel:800-267-3726 • 262-783-6261 ext. 2296tel:262-783-6261%20ext.%202296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Bryon Baker Sent: Thursday, July 10, 2014 2:28 PM To: RT Users (rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com) Subject: [rt-users] Query Hello All Is it possible to write a query to see who is logged into RequestTracker? And if so can I get some hints as to how? Thanks in advance for the help. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726tel:800-267-3726 • 262-783-6261 ext. 2296tel:262-783-6261%20ext.%202296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- lenja...@jaffesystems.commailto:lenja...@jaffesystems.com 614-404-4214 @lenjaffe Information Technology Smoke Jumper, Host of Columbus Code Jamhttp://www.meetup.com/techlifecolumbus/ www.lenjaffe.comhttp://www.lenjaffe.com/ http://www.theycomewithcheese.comhttp://www.theycomewithcheese.com/ Advent Planethttp://www.lenjaffe.com/AdventPlanet/ - An Aggregation of Online Advent Calendars. -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Query
Ok let me try and explain what I am trying to do and maybe someone will have a better idea. RT 4.2.3 is installed a call center currently I use scrips to query the phone system to determine who is logged in and working in the call center. I have scrips that distribute the tickets based on the last person to get a ticket. The supervisor for the call center would like to assign tickets without the CSR needing to login to the phone system. So here are the seniors she wants covered. Process Tickets without being logged into the phone system and without being assigned now tickets. Take calls without being logged into request tracker. Be assigned new tickets without being logged into the phone system. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: lenja...@gmail.com [mailto:lenja...@gmail.com] On Behalf Of Len Jaffe Sent: Monday, July 14, 2014 3:36 PM To: Bryon Baker Subject: Re: [rt-users] Query Borrow heavily from RT's sesison deserialization code. I don't know if those stats are even kept in the session. You might have to write your own callback to track login times, or last seen times. You data will skew if people kill their browser without explicitly logging out of RT. On Mon, Jul 14, 2014 at 3:50 PM, Bryon Baker bba...@copesan.commailto:bba...@copesan.com wrote: Thanks for the response Len Do you have any hints on how to do that? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726tel:800-267-3726 • 262-783-6261 ext. 2296tel:262-783-6261%20ext.%202296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: lenja...@gmail.commailto:lenja...@gmail.com [mailto:lenja...@gmail.commailto:lenja...@gmail.com] On Behalf Of Len Jaffe Sent: Monday, July 14, 2014 2:48 PM To: Bryon Baker Subject: Re: [rt-users] Query It looks like you'd have to read and decode the sessions. On Mon, Jul 14, 2014 at 3:22 PM, Bryon Baker bba...@copesan.commailto:bba...@copesan.com wrote: Hello all I wondering if anybody has any Ideas for my question? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726tel:800-267-3726 • 262-783-6261 ext. 2296tel:262-783-6261%20ext.%202296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: Bryon Baker Sent: Thursday, July 10, 2014 3:57 PM To: RT Users (rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com) Subject: RE: Query Update to question It looks like I should be able to do this using the Session table. If this is true is there a definition for the blob somewhere? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726tel:800-267-3726 • 262-783-6261 ext. 2296tel:262-783-6261%20ext.%202296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Bryon Baker Sent: Thursday, July 10, 2014 2:28 PM To: RT Users (rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com) Subject: [rt-users] Query Hello All Is it possible to write a query to see who is logged into RequestTracker? And if so can I get some hints as to how? Thanks in advance for the help. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726tel:800-267-3726 • 262-783-6261 ext. 2296tel:262-783-6261%20ext.%202296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- lenja...@jaffesystems.commailto:lenja...@jaffesystems.com 614-404-4214tel:614-404-4214@lenjaffe Information Technology Smoke Jumper, Host of Columbus Code Jamhttp://www.meetup.com/techlifecolumbus/ www.lenjaffe.comhttp://www.lenjaffe.com/ http://www.theycomewithcheese.comhttp://www.theycomewithcheese.com/ Advent Planethttp://www.lenjaffe.com/AdventPlanet/ - An Aggregation of Online Advent Calendars. -- lenja...@jaffesystems.commailto:lenja...@jaffesystems.com 614-404-4214 @lenjaffe Information Technology Smoke Jumper, Host of Columbus Code Jamhttp://www.meetup.com/techlifecolumbus/ www.lenjaffe.comhttp://www.lenjaffe.com/ http://www.theycomewithcheese.comhttp://www.theycomewithcheese.com/ Advent Planethttp://www.lenjaffe.com/AdventPlanet/ - An Aggregation of Online Advent Calendars. -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] Query
Hello All Is it possible to write a query to see who is logged into RequestTrack? And if so can I get some hints as to how? Thanks in advance for the help. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Query
Update to question It looks like I should be able to do this using the Session table. If this is true is there a definition for the blob somewhere? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Bryon Baker Sent: Thursday, July 10, 2014 2:28 PM To: RT Users (rt-users@lists.bestpractical.com) Subject: [rt-users] Query Hello All Is it possible to write a query to see who is logged into RequestTrack? And if so can I get some hints as to how? Thanks in advance for the help. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] Issue with Time
Hello all I need to know two things
1 What am I doing wrong with the code below as you can see I
need to add a 1 to the month to get the correct month.
2 is there a more efficient way to manipulate dates in Request
Tracker?
Other than these question the code is working.
The code
my $self = shift;
my $ticket = $self-TicketObj;
my $datecreated = $ticket-CreatedObj-Unix;
my $dateupdated = $ticket-LastUpdatedObj-Unix;
my $datecreatedstr = $ticket-CreatedObj-AsString;
my $dateupdatedstr = $ticket-LastUpdatedObj-AsString;
my $dateresolved;
my $dateresolvedstr;
my $transactions = $ticket-Transactions;
$transactions-Limit( FIELD = 'Type', VALUE = 'Status', FIELD =
'NewValue', VALUE = 'closed');
while (my $transaction = $transactions-Next)
{
$dateresolved = $transaction-CreatedObj-Unix;
$dateresolvedstr = $transaction-CreatedObj-AsString;
}
print $datecreated, ,$dateupdated, ,$dateresolved,
$dateresolvedstr,\n;
my ($sec, $min, $hour, $day,$month,$year) =
(localtime($dateresolved))[0,1,2,3,4,5];
$dateresolvedstr = ($year+1900).-.($month+1).-.$day.
.$hour.:.$min.:.$sec;
print $dateresolvedstr,\n;
$ticket-SetResolved($dateresolvedstr);
print $datecreatedstr, b ,$dateupdatedstr, ,$year+1900,-09-,$day,
,$hour,:,$min,:,$sec,\n;
my $timeworked = ($dateresolved - $datecreated)/60 ;
print $timeworked, \n;
$ticket-SetTimeWorked($timeworked);
return 1;
Thanks for the help
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 * 262-783-6261 ext. 2296
bba...@copesan.commailto:cstep...@copesan.com
www.copesan.comhttp://www.copesan.com/
Servicing North America with Local Care
--
RT Training - Dallas May 20-21
http://bestpractical.com/training
Re: [rt-users] Issue with Time
I also noticed that my time is off the amount of the time zone.
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 * 262-783-6261 ext. 2296
bba...@copesan.commailto:cstep...@copesan.com
www.copesan.comhttp://www.copesan.com/
Servicing North America with Local Care
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Bryon Baker
Sent: Tuesday, April 22, 2014 11:14 AM
To: RT Users (rt-users@lists.bestpractical.com)
Subject: [rt-users] Issue with Time
Hello all I need to know two things
1 What am I doing wrong with the code below as you can see I
need to add a 1 to the month to get the correct month.
2 is there a more efficient way to manipulate dates in Request
Tracker?
Other than these question the code is working.
The code
my $self = shift;
my $ticket = $self-TicketObj;
my $datecreated = $ticket-CreatedObj-Unix;
my $dateupdated = $ticket-LastUpdatedObj-Unix;
my $datecreatedstr = $ticket-CreatedObj-AsString;
my $dateupdatedstr = $ticket-LastUpdatedObj-AsString;
my $dateresolved;
my $dateresolvedstr;
my $transactions = $ticket-Transactions;
$transactions-Limit( FIELD = 'Type', VALUE = 'Status', FIELD =
'NewValue', VALUE = 'closed');
while (my $transaction = $transactions-Next)
{
$dateresolved = $transaction-CreatedObj-Unix;
$dateresolvedstr = $transaction-CreatedObj-AsString;
}
print $datecreated, ,$dateupdated, ,$dateresolved,
$dateresolvedstr,\n;
my ($sec, $min, $hour, $day,$month,$year) =
(localtime($dateresolved))[0,1,2,3,4,5];
$dateresolvedstr = ($year+1900).-.($month+1).-.$day.
.$hour.:.$min.:.$sec;
print $dateresolvedstr,\n;
$ticket-SetResolved($dateresolvedstr);
print $datecreatedstr, b ,$dateupdatedstr, ,$year+1900,-09-,$day,
,$hour,:,$min,:,$sec,\n;
my $timeworked = ($dateresolved - $datecreated)/60 ;
print $timeworked, \n;
$ticket-SetTimeWorked($timeworked);
return 1;
Thanks for the help
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 * 262-783-6261 ext. 2296
bba...@copesan.commailto:cstep...@copesan.com
www.copesan.comhttp://www.copesan.com/
Servicing North America with Local Care
--
RT Training - Dallas May 20-21
http://bestpractical.com/training
Re: [rt-users] Running scrips
I have an update I figured out how to address my issue and thought I would let everyone know. The code in the scrips that was updating the CF was in the Commit sub of the custom action. I move the code from that sub to the Prepare sub. I am not sure this is best practice for Request Tracker but all is working now. Thanks for the input. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Bryon Baker Sent: Tuesday, March 25, 2014 2:12 PM To: RT Users (rt-users@lists.bestpractical.com) Subject: Re: [rt-users] Running scrips Is there a way to force a scrip to commit immediately? Or have the last scrip prepare after the commit has happened on all the other scrips? When I watch the log I see commits happening after all scrips have been prepared. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Bryon Baker Sent: Tuesday, March 25, 2014 1:35 PM To: RT Users (rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com) Subject: [rt-users] Running scrips Need help figuring out how scrips fire. I have the following scrips most scrips are custom actions and all work using the rt-crontool. The issue I am have is the last scrip depends on the previous scrip changing CF which seems to be the problem. Scrip 3A Retrieve Items from RapidTrax depends on the previous scrips to change CF I have the 3A Retrieve Items from RapidTrax outputting a debug log of what the CF are set to at start time and at that time they are all blank but if I open the ticket the fields have values and if I run the scrip using the rt-crontool after viewing the ticket then it will do the work needed. I have set these scrips up using the normal mode and the batch mode and I have used custom actions and custom conditions. If was comparing this to a database it like the commit commands needs to be executed. Is there a timer that I need to set to wait for? Is there a commit command I need to use? 54http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=54 2A Update Custom Fields Emails from Scalerthttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=54 On Create Update CF for Scalert Blank Enabled [Up] [Down] 83http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=83 2A Update Custom Fields for Big Lotshttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=83 On Create Update CF for BigLots Blank Enabled [Up] [Down] 16http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=16 2A Update Custom Fields for Emails From Tjxhttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=16 On Create Update CF for Tjx Blank Enabled [Up] [Down] 38http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=38 2A Update Custom Fields for Family Dollarhttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=38 On Create Update CF for SmsAssist Blank Enabled [Up] [Down] 91http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=91 2A Update Custom Fields for Gnchttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=91 On Create Update CF for GNC Blank Enabled [Up] [Down] 17http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=17 2A Update Custom Fields for Home Depothttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=17 On Create Update CF for RusComp Blank Enabled [Up] [Down] 92http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=92 2A Update Custom Fields for Jack In The Boxhttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=92 On Create Update CF for Corrigo Blank Enabled [Up] [Down] 56http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=56 2A Update Custom Fields for Message from Spectrumhttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=56 On Create Update CF for Spectrum Blank Enabled [Up] [Down] 94http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=94 2A Update Custom Fields for Nhaschoolshttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=94 On Create Update CF for Nhaschools Blank Enabled [Up] [Down] 93http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=93 2A Update Custom Fields for Party Cityhttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=93 On Create Update CF for fmpilot2 Blank Enabled [Up] [Down] 29http
Re: [rt-users] Upgrade
Thanks Alex Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 . 262-783-6261 ext. 2296 bba...@copesan.com www.copesan.com Servicing North America with Local Care -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Alex Vandiver Sent: Thursday, March 27, 2014 11:21 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Upgrade On Wed, 2014-03-26 at 13:08 +, Bryon Baker wrote: Where can I find instructions on how to apply this patch? GET https://github.com/bestpractical/rt/commit/7d100f10.patch | patch -p1 -d /opt/rt4 Clear your Mason cache and restart Apache. - Alex -- RT Training - Dallas May 20-21 http://bestpractical.com/training -- RT Training - Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Running scrips
I tried batch scrips the scrips are also Custom Actions and only fire on Create. As I explained in the earlier message the commits don't seem to be committed by the time the last scrip tests its prepare and the prepare fails therefore being left out of the commit sequence. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 . 262-783-6261 ext. 2296 bba...@copesan.com www.copesan.com Servicing North America with Local Care -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Thursday, March 27, 2014 2:07 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Running scrips On Thu, Mar 27, 2014 at 03:19:56PM +, Bryon Baker wrote: The code in the scrips that was updating the CF was in the Commit sub of the custom action. I move the code from that sub to the Prepare sub. I am not sure this is best practice for Request Tracker but all is working now. For the list archives, this is a really bad idea. Code that runs in the Prepare section of a User Defined Scrip Action will potentially be triggered when clicking Reply or Comment on a ticket, or when visiting the People page of a ticket. It depends on what the Condition of this Scrip is, but it can be quite dangerous. As another user suggested, Batch scrips are likely the solution you're seeking. -kevin -- RT Training - Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Upgrade
Where can I find instructions on how to apply this patch? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 . 262-783-6261 ext. 2296 bba...@copesan.com www.copesan.com Servicing North America with Local Care -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Alex Vandiver Sent: Tuesday, March 25, 2014 9:49 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Upgrade On Wed, 2014-03-26 at 02:20 +, Bryon Baker wrote: I just upgrade from 4.2.0 to 4.2.3 I thought this was going to fix the auto fill for email addresses when forwarding messages. Was this not true? Did I miss something? This is not true. I don't believe we've ever said that 4.2.3 does that. The branch is still pending review. You can apply the patch to your local instance if you'd like: https://github.com/bestpractical/rt/commit/7d100f10.patch - Alex -- RT Training - Dallas May 20-21 http://bestpractical.com/training -- RT Training - Dallas May 20-21 http://bestpractical.com/training
[rt-users] Running scrips
://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=73 4B Change Queue when Assignedhttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=73 On Owner Change User Defined Blank Enabled [Up] [Down] 99http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=99 3A Retrieve Items from RapidTraxhttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=99 On Create Retrive RapidTrax Data Blank Enabled [Up] [Down] Bottom of Form Thanks in advance for the help. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care -- RT Training - Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Running scrips
Is there a way to force a scrip to commit immediately? Or have the last scrip prepare after the commit has happened on all the other scrips? When I watch the log I see commits happening after all scrips have been prepared. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Bryon Baker Sent: Tuesday, March 25, 2014 1:35 PM To: RT Users (rt-users@lists.bestpractical.com) Subject: [rt-users] Running scrips Need help figuring out how scrips fire. I have the following scrips most scrips are custom actions and all work using the rt-crontool. The issue I am have is the last scrip depends on the previous scrip changing CF which seems to be the problem. Scrip 3A Retrieve Items from RapidTrax depends on the previous scrips to change CF I have the 3A Retrieve Items from RapidTrax outputting a debug log of what the CF are set to at start time and at that time they are all blank but if I open the ticket the fields have values and if I run the scrip using the rt-crontool after viewing the ticket then it will do the work needed. I have set these scrips up using the normal mode and the batch mode and I have used custom actions and custom conditions. If was comparing this to a database it like the commit commands needs to be executed. Is there a timer that I need to set to wait for? Is there a commit command I need to use? 54http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=54 2A Update Custom Fields Emails from Scalerthttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=54 On Create Update CF for Scalert Blank Enabled [Up] [Down] 83http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=83 2A Update Custom Fields for Big Lotshttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=83 On Create Update CF for BigLots Blank Enabled [Up] [Down] 16http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=16 2A Update Custom Fields for Emails From Tjxhttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=16 On Create Update CF for Tjx Blank Enabled [Up] [Down] 38http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=38 2A Update Custom Fields for Family Dollarhttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=38 On Create Update CF for SmsAssist Blank Enabled [Up] [Down] 91http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=91 2A Update Custom Fields for Gnchttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=91 On Create Update CF for GNC Blank Enabled [Up] [Down] 17http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=17 2A Update Custom Fields for Home Depothttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=17 On Create Update CF for RusComp Blank Enabled [Up] [Down] 92http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=92 2A Update Custom Fields for Jack In The Boxhttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=92 On Create Update CF for Corrigo Blank Enabled [Up] [Down] 56http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=56 2A Update Custom Fields for Message from Spectrumhttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=56 On Create Update CF for Spectrum Blank Enabled [Up] [Down] 94http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=94 2A Update Custom Fields for Nhaschoolshttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=94 On Create Update CF for Nhaschools Blank Enabled [Up] [Down] 93http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=93 2A Update Custom Fields for Party Cityhttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=93 On Create Update CF for fmpilot2 Blank Enabled [Up] [Down] 29http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=29 2A Update Custom Fields for Ross Dress For Lesshttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=29 On Create Update CF for Ros Blank Enabled [Up] [Down] 14http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=14 2A Update Custom Fields for Starbucks Corporationhttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=14 On Create Update CF for Starbucks Blank Enabled [Up] [Down] 13http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=13 2A Update Custom Fields for Target Corporationhttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=13 On Create Update CF for Target Blank Enabled [Up] [Down] 15http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=15 2A Update Custom Fields for Walgreenshttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=15 On Create Update CF
Re: [rt-users] Running scrips
Of I could do this at the end of the commit for every scrip that is updating
the CF's.
# if
(RT::Action::RetriveDataFromRapidTrax::Prepare($self-TicketObj))
# {
# RT::Action::RetriveDataFromRapidTrax::Commit()
# }
If I do that how would I pass the ticket object to that external module?
Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 * 262-783-6261 ext. 2296
bba...@copesan.commailto:cstep...@copesan.com
www.copesan.comhttp://www.copesan.com/
Servicing North America with Local Care
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Bryon Baker
Sent: Tuesday, March 25, 2014 2:12 PM
To: RT Users (rt-users@lists.bestpractical.com)
Subject: Re: [rt-users] Running scrips
Is there a way to force a scrip to commit immediately? Or have the last scrip
prepare after the commit has happened on all the other scrips?
When I watch the log I see commits happening after all scrips have been
prepared.
Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 * 262-783-6261 ext. 2296
bba...@copesan.commailto:cstep...@copesan.com
www.copesan.comhttp://www.copesan.com/
Servicing North America with Local Care
From:
rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Bryon Baker
Sent: Tuesday, March 25, 2014 1:35 PM
To: RT Users
(rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com)
Subject: [rt-users] Running scrips
Need help figuring out how scrips fire.
I have the following scrips most scrips are custom actions and all work using
the rt-crontool. The issue I am have is the last scrip depends on the previous
scrip changing CF which seems to be the problem. Scrip 3A Retrieve Items from
RapidTrax depends on the previous scrips to change CF I have the 3A Retrieve
Items from RapidTrax outputting a debug log of what the CF are set to at start
time and at that time they are all blank but if I open the ticket the fields
have values and if I run the scrip using the rt-crontool after viewing the
ticket then it will do the work needed.
I have set these scrips up using the normal mode and the batch mode and I have
used custom actions and custom conditions. If was comparing this to a database
it like the commit commands needs to be executed.
Is there a timer that I need to set to wait for?
Is there a commit command I need to use?
54http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=54
2A Update Custom Fields Emails from
Scalerthttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=54
On Create
Update CF for Scalert
Blank
Enabled
[Up] [Down]
83http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=83
2A Update Custom Fields for Big
Lotshttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=83
On Create
Update CF for BigLots
Blank
Enabled
[Up] [Down]
16http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=16
2A Update Custom Fields for Emails From
Tjxhttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=16
On Create
Update CF for Tjx
Blank
Enabled
[Up] [Down]
38http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=38
2A Update Custom Fields for Family
Dollarhttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=38
On Create
Update CF for SmsAssist
Blank
Enabled
[Up] [Down]
91http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=91
2A Update Custom Fields for
Gnchttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=91
On Create
Update CF for GNC
Blank
Enabled
[Up] [Down]
17http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=17
2A Update Custom Fields for Home
Depothttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=17
On Create
Update CF for RusComp
Blank
Enabled
[Up] [Down]
92http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=92
2A Update Custom Fields for Jack In The
Boxhttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=92
On Create
Update CF for Corrigo
Blank
Enabled
[Up] [Down]
56http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=56
2A Update Custom Fields for Message from
Spectrumhttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=56
On Create
Update CF for Spectrum
Blank
Enabled
[Up] [Down]
94http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=94
2A Update Custom Fields for
Nhaschoolshttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=94
On Create
Update CF for Nhaschools
Blank
Enabled
[Up] [Down]
93http://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=93
2A Update Custom Fields for Party
Cityhttp://testhelpdesk.copesan.com/rt/Admin/Scrips/Modify.html?id=93
On Create
Update CF for fmpilot2
Blank
Enabled
[rt-users] Upgrade
I just upgrade from 4.2.0 to 4.2.3 I thought this was going to fix the auto fill for email addresses when forwarding messages. Was this not true? Did I miss something? Because it still does not work. Thanks for the help Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care -- RT Training - Dallas May 20-21 http://bestpractical.com/training
[rt-users] Need help with Error Message
When replying from the transaction section of a ticket we get the following exception thrown in the error log. [18940] [Mon Mar 24 20:43:32 2014] [debug]: Canonicalizing URI '47616' to 'fsck.com-rt://Copsean_Service_Inc/ticket/47616' (/opt/rt4/sbin/../lib/RT/URI.pm:108) [18940] [Mon Mar 24 20:43:32 2014] [debug]: Canonicalizing URI '47616' to 'fsck.com-rt://Copsean_Service_Inc/ticket/47616' (/opt/rt4/sbin/../lib/RT/URI.pm:108) [18940] [Mon Mar 24 20:43:32 2014] [debug]: Canonicalizing URI '47616' to 'fsck.com-rt://Copsean_Service_Inc/ticket/47616' (/opt/rt4/sbin/../lib/RT/URI.pm:108) [18940] [Mon Mar 24 20:43:32 2014] [debug]: Canonicalizing URI '47616' to 'fsck.com-rt://Copsean_Service_Inc/ticket/47616' (/opt/rt4/sbin/../lib/RT/URI.pm:108) [18940] [Mon Mar 24 20:43:32 2014] [debug]: Canonicalizing URI '47616' to 'fsck.com-rt://Copsean_Service_Inc/ticket/47616' (/opt/rt4/sbin/../lib/RT/URI.pm:108) [18940] [Mon Mar 24 20:43:32 2014] [debug]: Canonicalizing URI '47616' to 'fsck.com-rt://Copsean_Service_Inc/ticket/47616' (/opt/rt4/sbin/../lib/RT/URI.pm:108) [18940] [Mon Mar 24 20:43:33 2014] [debug]: Rendering attachment #195912 of 'text/html' type (/opt/rt4/share/html/Elements/ShowTransactionAttachments:182) [18940] [Mon Mar 24 20:43:34 2014] [debug]: Rendering attachment #199136 of 'text/html' type (/opt/rt4/share/html/Elements/ShowTransactionAttachments:182) [18940] [Mon Mar 24 20:43:36 2014] [warning]: Use of uninitialized value $_ in concatenation (.) or string at /usr/lib/perl5/site_perl/5.16.2/HTML/FormatText/WithLinks/AndTables.pm line 211. (/usr/lib/perl5/site_perl/5.16.2/HTML/FormatText/WithLinks/AndTables.pm:211) [18940] [Mon Mar 24 20:43:36 2014] [error]: Can't call method content on an undefined value at /usr/lib/perl5/site_perl/5.16.2/HTML/FormatText/WithLinks/AndTables.pm line 217. Stack: [/usr/lib/perl5/site_perl/5.16.2/HTML/FormatText/WithLinks/AndTables.pm:217] [/usr/lib/perl5/site_perl/5.16.2/HTML/FormatText/WithLinks/AndTables.pm:101] [/usr/lib/perl5/site_perl/5.16.2/HTML/FormatText/WithLinks/AndTables.pm:83] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1777] [/opt/rt4/sbin/../lib/RT/Transaction.pm:348] [/opt/rt4/share/html/Elements/MessageBox:60] [/opt/rt4/share/html/Ticket/Update.html:178] [/opt/rt4/share/html/Widgets/TitleBox:56] [/opt/rt4/share/html/Ticket/Update.html:185] [/opt/rt4/share/html/Ticket/autohandler:66] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:211) Thanks in advance for the help. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care -- RT Training - Dallas May 20-21 http://bestpractical.com/training
[rt-users] Extending/External custom fields
Hello all Is there anybody out this has implemented Extending/External custom fields to connect to an external database and create a dynamic list? If so are you willing to share your example and or code? I have been trying to use the RT 4 Doc and example but just can't get it to work. Thanks for your help Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
[rt-users] Automated Comments
Hello All Has anyone built a list of comments that can be selected for a ticket when closing the ticket? Meaning when setting the ticket to Resolved and you are on the edit screen have a list of canned response to select from to be pasted into the comment section. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
[rt-users] Scrip
Hello All The question I have is timing on running a scrip. I would like to have a scrip fire after a ticket has been updated through the web interface. Example steps 1. Ticket is open by incoming email 2. RT responds to originator. 3. Origination logs in and updates ticket. 4. At this point I want to assign the ticket to an owner. 5. Scrip will not fire anymore after assignment. Thanks all for the help. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Sphinx and RT
Check the setup on this table I found that the only way it works for me is if I
use the IP address instead of “localhost”.
CREATE TABLE `AttachmentsIndex` (
`id` int(10) unsigned NOT NULL,
`weight` int(11) NOT NULL,
`query` varchar(3072) NOT NULL,
KEY `query` (`query`(1024))
) ENGINE=SPHINX DEFAULT CHARSET=utf8 CONNECTION='sphinx://”ipaddress of
host”:3312/rt'$$
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 • 262-783-6261 ext. 2296
bba...@copesan.commailto:cstep...@copesan.com
www.copesan.comhttp://www.copesan.com/
Servicing North America with Local Care
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Yavor Marinov
Sent: Monday, February 17, 2014 8:20 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Sphinx and RT
Hi,
I'm almost desperate - after spending 2 days trying to implement the fulltext
search in RT 4.2.2 i'm still at the point, where i can't find proper
information regarding my issue. Here is my setup:
CentOS 6
MySQL 5.1.73 (grabbed from repos, beside that i downloaded the source version
of this MySQL in order to compile the sphinx lib)
Sphinx 2.1.5 (from their official website)
RT 4.2.2
So, from the source directory of Sphinx, i copied the mysqlse content to the
source tree of the mysql. Only compiled MySQL (without install) - installed the
Sphinx lib, and everything went smooth. Currently this is the result from MySQL
engines:
mysql select * from mysql.plugin;
++--+
| name | dl |
++--+
| sphinx | ha_sphinx.so |
++--+
1 row in set (0.00 sec)
mysql
It's loaded, Sphinx is working:
[root@rtmig ymarinov]# ps xa|grep search
7162 ?S 0:00 /usr/bin/searchd --config /etc/sphinx/sphinx.conf
7163 ?Sl 0:05 /usr/bin/searchd --config /etc/sphinx/sphinx.conf
8103 pts/0S+ 0:00 grep search
[root@rtmig ymarinov]#
At this point, everything looks find, but once i try to run
rt-setup-fulltext-index, i got the following error:
[7409] [Mon Feb 17 13:09:33 2014] [critical]: DBI
connect('dbname=rt4;host=localhost','root',...) failed: Can't connect to local
MySQL server through socket '/var/lib/mysql/mysql.sock' (111) at
./rt-setup-fulltext-index line 581. (/opt/rt4/sbin/../lib/RT.pm:393)
DBI connect('dbname=rt4;host=localhost','root',...) failed: Can't connect to
local MySQL server through socket '/var/lib/mysql/mysql.sock' (111) at
./rt-setup-fulltext-index line 581.
No matter, what user or password i'm using - this is the error i'm getting.
Point me something to look for, please. Can I just use the CREATE TABLE which
is in this script, or there is something else which have to be done?
BR.
--
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training
Re: [rt-users] Sphinx and RT
The table did get created for me but would not work until I recreated using the
IP address. There was some testing procedures I used from the Sphinx site to
figures this out I will send them in another email if I can find the again.
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 • 262-783-6261 ext. 2296
bba...@copesan.commailto:cstep...@copesan.com
www.copesan.comhttp://www.copesan.com/
Servicing North America with Local Care
From: Yavor Marinov [mailto:ymari...@neterra.net]
Sent: Monday, February 17, 2014 8:42 AM
To: Bryon Baker
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Sphinx and RT
Actually, the script rt-setup-fulltext-index is supposed to do that. And I've
tried everything, localhost,127.0.0.1, the real hostname, the real IP - nothing
made this script working.
Are you advising me to create this table by hand? Because if it's this ... i
can just cut my wrists ;)
On 02/17/2014 04:30 PM, Bryon Baker wrote:
Check the setup on this table I found that the only way it works for me is if I
use the IP address instead of “localhost”.
CREATE TABLE `AttachmentsIndex` (
`id` int(10) unsigned NOT NULL,
`weight` int(11) NOT NULL,
`query` varchar(3072) NOT NULL,
KEY `query` (`query`(1024))
) ENGINE=SPHINX DEFAULT CHARSET=utf8 CONNECTION='sphinx://”ipaddress of
host”:3312/rt'$$
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 • 262-783-6261 ext. 2296
bba...@copesan.commailto:cstep...@copesan.com
www.copesan.comhttp://www.copesan.com/
Servicing North America with Local Care
From:
rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Yavor Marinov
Sent: Monday, February 17, 2014 8:20 AM
To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
Subject: [rt-users] Sphinx and RT
Hi,
I'm almost desperate - after spending 2 days trying to implement the fulltext
search in RT 4.2.2 i'm still at the point, where i can't find proper
information regarding my issue. Here is my setup:
CentOS 6
MySQL 5.1.73 (grabbed from repos, beside that i downloaded the source version
of this MySQL in order to compile the sphinx lib)
Sphinx 2.1.5 (from their official website)
RT 4.2.2
So, from the source directory of Sphinx, i copied the mysqlse content to the
source tree of the mysql. Only compiled MySQL (without install) - installed the
Sphinx lib, and everything went smooth. Currently this is the result from MySQL
engines:
mysql select * from mysql.plugin;
++--+
| name | dl |
++--+
| sphinx | ha_sphinx.so |
++--+
1 row in set (0.00 sec)
mysql
It's loaded, Sphinx is working:
[root@rtmig ymarinov]# ps xa|grep search
7162 ?S 0:00 /usr/bin/searchd --config /etc/sphinx/sphinx.conf
7163 ?Sl 0:05 /usr/bin/searchd --config /etc/sphinx/sphinx.conf
8103 pts/0S+ 0:00 grep search
[root@rtmig ymarinov]#
At this point, everything looks find, but once i try to run
rt-setup-fulltext-index, i got the following error:
[7409] [Mon Feb 17 13:09:33 2014] [critical]: DBI
connect('dbname=rt4;host=localhost','root',...) failed: Can't connect to local
MySQL server through socket '/var/lib/mysql/mysql.sock' (111) at
./rt-setup-fulltext-index line 581. (/opt/rt4/sbin/../lib/RT.pm:393)
DBI connect('dbname=rt4;host=localhost','root',...) failed: Can't connect to
local MySQL server through socket '/var/lib/mysql/mysql.sock' (111) at
./rt-setup-fulltext-index line 581.
No matter, what user or password i'm using - this is the error i'm getting.
Point me something to look for, please. Can I just use the CREATE TABLE which
is in this script, or there is something else which have to be done?
BR.
--
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training
Re: [rt-users] Sphinx and RT
The table will always be empty. This was unexpected for me as well somewhere I
did find some SQL that would test Sphinx and MySQL integration. Just can’t
find it again.
Still looking.
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 • 262-783-6261 ext. 2296
bba...@copesan.commailto:cstep...@copesan.com
www.copesan.comhttp://www.copesan.com/
Servicing North America with Local Care
From: Yavor Marinov [mailto:ymari...@neterra.net]
Sent: Monday, February 17, 2014 9:34 AM
To: Bryon Baker
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Sphinx and RT
It seems that the table AttachmentIndex is created, but currently it's empty.
Once i try to insert the values i'm getting this:
ERROR 2013 (HY000): Lost connection to MySQL server during query
Even if I try to drop that table, I'm getting the same problem. Also creating
executing the following
CREATE TABLE Sphinx (
id INTEGER UNSIGNED NOT NULL,
weight INTEGER NOT NULL,
query VARCHAR(3072) NOT NULL,
INDEX(query)
) ENGINE=SPHINX CONNECTION=sphinx://127.0.0.1:9312/fulltext1 CHARACTER
SET utf8 ;
I'm getting
ERROR 1064 (42000): You have an error in your SQL syntax;
On 02/17/2014 04:46 PM, Bryon Baker wrote:
The table did get created for me but would not work until I recreated using the
IP address. There was some testing procedures I used from the Sphinx site to
figures this out I will send them in another email if I can find the again.
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 • 262-783-6261 ext. 2296
bba...@copesan.commailto:cstep...@copesan.com
www.copesan.comhttp://www.copesan.com/
Servicing North America with Local Care
From: Yavor Marinov [mailto:ymari...@neterra.net]
Sent: Monday, February 17, 2014 8:42 AM
To: Bryon Baker
Cc: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Sphinx and RT
Actually, the script rt-setup-fulltext-index is supposed to do that. And I've
tried everything, localhost,127.0.0.1, the real hostname, the real IP - nothing
made this script working.
Are you advising me to create this table by hand? Because if it's this ... i
can just cut my wrists ;)
On 02/17/2014 04:30 PM, Bryon Baker wrote:
Check the setup on this table I found that the only way it works for me is if I
use the IP address instead of “localhost”.
CREATE TABLE `AttachmentsIndex` (
`id` int(10) unsigned NOT NULL,
`weight` int(11) NOT NULL,
`query` varchar(3072) NOT NULL,
KEY `query` (`query`(1024))
) ENGINE=SPHINX DEFAULT CHARSET=utf8 CONNECTION='sphinx://”ipaddress of
host”:3312/rt'$$
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 • 262-783-6261 ext. 2296
bba...@copesan.commailto:cstep...@copesan.com
www.copesan.comhttp://www.copesan.com/
Servicing North America with Local Care
From:
rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Yavor Marinov
Sent: Monday, February 17, 2014 8:20 AM
To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
Subject: [rt-users] Sphinx and RT
Hi,
I'm almost desperate - after spending 2 days trying to implement the fulltext
search in RT 4.2.2 i'm still at the point, where i can't find proper
information regarding my issue. Here is my setup:
CentOS 6
MySQL 5.1.73 (grabbed from repos, beside that i downloaded the source version
of this MySQL in order to compile the sphinx lib)
Sphinx 2.1.5 (from their official website)
RT 4.2.2
So, from the source directory of Sphinx, i copied the mysqlse content to the
source tree of the mysql. Only compiled MySQL (without install) - installed the
Sphinx lib, and everything went smooth. Currently this is the result from MySQL
engines:
mysql select * from mysql.plugin;
++--+
| name | dl |
++--+
| sphinx | ha_sphinx.so |
++--+
1 row in set (0.00 sec)
mysql
It's loaded, Sphinx is working:
[root@rtmig ymarinov]# ps xa|grep search
7162 ?S 0:00 /usr/bin/searchd --config /etc/sphinx/sphinx.conf
7163 ?Sl 0:05 /usr/bin/searchd --config /etc/sphinx/sphinx.conf
8103 pts/0S+ 0:00 grep search
[root@rtmig ymarinov]#
At this point, everything looks find, but once i try to run
rt-setup-fulltext-index, i got the following error:
[7409] [Mon Feb 17 13:09:33 2014] [critical]: DBI
connect('dbname=rt4;host=localhost','root',...) failed: Can't connect to local
MySQL server through socket '/var/lib/mysql/mysql.sock' (111) at
./rt-setup-fulltext-index line 581. (/opt/rt4/sbin/../lib/RT.pm:393)
DBI connect('dbname=rt4;host=localhost','root',...) failed: Can't connect to
local MySQL server through socket '/var/lib/mysql/mysql.sock' (111) at
./rt-setup-fulltext-index line 581.
No matter, what user or password
Re: [rt-users] Sphinx and RT
Are you sure the MySQL tcp port is 9312? That is not default 3312 is did you change it? Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: Yavor Marinov [mailto:ymari...@neterra.net] Sent: Monday, February 17, 2014 9:52 AM To: Bryon Baker Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Sphinx and RT Since i'm struggle with this all day now, i tried everything even the following create table: CREATE TABLE t1 ( id INTEGER UNSIGNED NOT NULL, weight INTEGER NOT NULL, query VARCHAR(3072) NOT NULL, group_idINTEGER, INDEX(query) ) ENGINE=SPHINX CONNECTION=sphinx://127.0.0.1:9312/fulltext1 CHARACTER SET utf8; Still the error is: ERROR 2013 (HY000): Lost connection to MySQL server during query Directly searching from the command line using search i'm getting results, but still i'm missing something between RT and Sphinx/MySQL On 02/17/2014 05:46 PM, Bryon Baker wrote: The table will always be empty. This was unexpected for me as well somewhere I did find some SQL that would test Sphinx and MySQL integration. Just can’t find it again. Still looking. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: Yavor Marinov [mailto:ymari...@neterra.net] Sent: Monday, February 17, 2014 9:34 AM To: Bryon Baker Cc: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: Re: [rt-users] Sphinx and RT It seems that the table AttachmentIndex is created, but currently it's empty. Once i try to insert the values i'm getting this: ERROR 2013 (HY000): Lost connection to MySQL server during query Even if I try to drop that table, I'm getting the same problem. Also creating executing the following CREATE TABLE Sphinx ( id INTEGER UNSIGNED NOT NULL, weight INTEGER NOT NULL, query VARCHAR(3072) NOT NULL, INDEX(query) ) ENGINE=SPHINX CONNECTION=sphinx://127.0.0.1:9312/fulltext1 CHARACTER SET utf8 ; I'm getting ERROR 1064 (42000): You have an error in your SQL syntax; On 02/17/2014 04:46 PM, Bryon Baker wrote: The table did get created for me but would not work until I recreated using the IP address. There was some testing procedures I used from the Sphinx site to figures this out I will send them in another email if I can find the again. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: Yavor Marinov [mailto:ymari...@neterra.net] Sent: Monday, February 17, 2014 8:42 AM To: Bryon Baker Cc: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: Re: [rt-users] Sphinx and RT Actually, the script rt-setup-fulltext-index is supposed to do that. And I've tried everything, localhost,127.0.0.1, the real hostname, the real IP - nothing made this script working. Are you advising me to create this table by hand? Because if it's this ... i can just cut my wrists ;) On 02/17/2014 04:30 PM, Bryon Baker wrote: Check the setup on this table I found that the only way it works for me is if I use the IP address instead of “localhost”. CREATE TABLE `AttachmentsIndex` ( `id` int(10) unsigned NOT NULL, `weight` int(11) NOT NULL, `query` varchar(3072) NOT NULL, KEY `query` (`query`(1024)) ) ENGINE=SPHINX DEFAULT CHARSET=utf8 CONNECTION='sphinx://”ipaddress of host”:3312/rt'$$ Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Yavor Marinov Sent: Monday, February 17, 2014 8:20 AM To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: [rt-users] Sphinx and RT Hi, I'm almost desperate - after spending 2 days trying to implement the fulltext search in RT 4.2.2 i'm still at the point, where i can't find proper information regarding my issue. Here is my setup: CentOS 6 MySQL 5.1.73 (grabbed from repos, beside that i downloaded the source version of this MySQL in order to compile the sphinx lib) Sphinx 2.1.5 (from their official website) RT 4.2.2 So, from the source directory of Sphinx, i copied the mysqlse content to the source tree of the mysql. Only compiled MySQL (without install) - installed
Re: [rt-users] Help with Active Directory Auth on 4.2.2
Here is mine which is working great
# WorkingLDAP Connection
'Connect_LDAP' = {
'type' = 'ldap',
'server'= '192.168.250.49',
'user' =
'CN=Secret,OU=Users_Special,OU=Copesan,DC=Copesan,DC=local',
'pass' = Secret,
'base' = 'DC=copesan,DC=local',
'filter'= '((ObjectCategory=User)(ObjectClass=Person))',
'd_filter' = '(userAccountControl:1.2.840.113556.1.4.803:=2)',
'tls' = 0,
# 'ssl_version' = 3,
'net_ldap_args' = [ version = 3 ],
# 'group' = 'CN=RTUsers,OU=CampusServices,DC=
mydomain,DC=mydomain,DC=edu',
# 'group_attr'= 'member',
'attr_match_list' = [ 'Name', 'EmailAddress' ],
'attr_map' = { 'Name' = 'sAMAccountName',
'EmailAddress' = 'mail',
'Organization' = 'physicalDeliveryOfficeName',
'RealName' = 'cn',
'ExternalAuthId' = 'sAMAccountName',
'Gecos' = 'sAMAccountName',
'WorkPhone' = 'telephoneNumber',
'Address1' = 'streetAddress',
'City' = 'l',
'State' = 'st',
'Zip' = 'postalCode',
'Country' = 'co'
}
}
}
I would question the conical name of the user the log email address is
different from the name .local versus .com.br. Should the local have a .br as
well? Also in the conical name you do not have an OU in the path.
Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 * 262-783-6261 ext. 2296
bba...@copesan.commailto:cstep...@copesan.com
www.copesan.comhttp://www.copesan.com/
Servicing North America with Local Care
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Diego Andrade
Sent: Thursday, February 06, 2014 11:46 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Help with Active Directory Auth on 4.2.2
Hi,
I need some help from you whom have already Request Tracker with Active
Directory!
After struggle for some days trying to authenticate Active Directory users with
the External Auth module I bring you my Apache Log and configuration of the
Plugin. May someone help me with advices??? I would love to see my Request
Tracker linked to the Active Directory of the company.
My Operational Systems are:
Request Tracker 4.2.2 - Ubuntu 13.10
Active Directory - Windows 2008 Server
Well after trying to figure out how the Plugin Works I wanted to make sure my
Active Directory was acessible and the Bind account was working. So I check
with the command:
ldapsearch -x -h pdcsti.stitelecom.local -p 389 -D
cn=rt-ldap,cn=Users,dc=stitelecom,dc=local -w secret -s sub -b
'cn=Users,dc=stitelecom,dc=local' ((objectClass=*))
When I do it the output is a loto f Users, Groups and other objects from the
AD. So I suppose the AD is ready right??
Follow the RT part...
+In the /var/log/apache2/error.log++
[4638] [Thu Feb 6 14:41:01 2014] [info]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: ,
EmailAddress: r...@stitelecom.com.brmailto:r...@stitelecom.com.br,
ExternalAuthId: rtop, Gecos: rtop, Name: rtop, Privileged: , RealName:
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:685)
[4638] [Thu Feb 6 14:41:01 2014] [info]: Autocreated external user rtop ( 118
)
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:281)
[4638] [Thu Feb 6 14:41:01 2014] [info]: My_LDAP AUTH FAILED rtop (can't bind:
LDAP_INVALID_CREDENTIALS 49 )
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:227)
[4638] [Thu Feb 6 14:41:01 2014] [error]: FAILED LOGIN for rtop from
10.10.1.137 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:814)
++ In the RT_Siteconfig.pm: +++
Plugin( RT::Authen::ExternalAuth );
Set($ExternalAuthPriority, [ 'My_LDAP' ] );
Set($ExternalInfoPriority, [ 'My_LDAP' ] );
Set($AutoCreateNonExternalUsers,0);
Set($ExternalSettings, {
'My_LDAP' = {
'type' = 'ldap',
'server'= 'pdcsti.stitelecom.local',
'user' =
'cn=rt-ldap,cn=Users,dc=stitelecom,dc=local',
'pass' = 'secret',
'base' = 'dc=stitelecom,dc=local',
'filter'= '(objectclass=*)',
'group' =
'cn=RTUsers,ou=RT4,ou=STI,dc=stitelecom,dc=local',
'group_attr'= 'uniqueMember',
'tls' = 0,
'ssl_version' = 3
Re: [rt-users] Trying to retrive CC address
Thanks for the fast response Kenn. But that code in the document does not seem to get me what I want. With the ticket header below I am trying to retrieve the CC: line from the email. Tue, Sep 17, 2013 4:47:02 PMEdwina Hamm \(Facilities\) edwina.h...@ros.comhttp://testhelpdesk.copesan.com/rt/User/Summary.html?id=1157 - Ticket created I want This --- CC: Store 0546 store.0...@ros.com Subject: CSR- 054609171300 - Work Order For Pest Control Date: Tue, 17 Sep 2013 16:43:08 -0500 To: Client Service clientserv...@copesan.com From: Edwina Hamm \(Facilities\) edwina.h...@ros.com The ticket does not have any group information now does the user. Again thanks for the help all Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: Kenneth Crocker [mailto:kenn.croc...@gmail.com] Sent: Wednesday, January 29, 2014 5:44 PM To: Bryon Baker; RT Users (rt-users@lists.bestpractical.com) Subject: RE: [rt-users] Trying to retrive CC address Bryon, I believe there is an example of that in the book I sent you. Kenn Sent from my Windows Phone From: Bryon Bakermailto:bba...@copesan.com Sent: 1/29/2014 3:05 PM To: RT Users (rt-users@lists.bestpractical.com)mailto:rt-users@lists.bestpractical.com Subject: [rt-users] Trying to retrive CC address Hello all I am trying to retrieve the CC mail address on incoming emails/ I have tried # my $rcc = $self-TicketObj-CcAddresses; # my $rcc = $self-TicketObj-Cc-MemberEmailAddresses And others either I get an error for invalid object or an empty set. Hope someone can help Thanks in advance. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care
Re: [rt-users] Trying to retrive CC address
Hello all I found it this snippet of code will do what I want.
my $Transaction = $self-TransactionObj;
my $EmailAddr = $self-TransactionObj-CreatorObj-EmailAddress;
my @People = ($EmailAddr);
foreach my $h (qw(From To Cc)) {
my $header = $Transaction-Attachments-First-GetHeader($h);
my @addr = Mail::Address-parse($header);
foreach my $addrobj (@addr) {
my $addr = lc
$RT::Nobody-UserObj-CanonicalizeEmailAddress($addrobj-address);
print address $addr $h\n;
push @People, $addr;
}
}
Thanks for the ideas and the direction to go. Keep in mind some time it's not
the right answer that help someone out, but gives them direction were to look.
Maybe this thread will help someone else.
Again thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 * 262-783-6261 ext. 2296
bba...@copesan.commailto:cstep...@copesan.com
www.copesan.comhttp://www.copesan.com/
Servicing North America with Local Care
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Bryon Baker
Sent: Thursday, January 30, 2014 11:29 AM
To: RT Users (rt-users@lists.bestpractical.com)
Subject: Re: [rt-users] Trying to retrive CC address
Thanks for the fast response Kenn. But that code in the document does not seem
to get me what I want.
With the ticket header below I am trying to retrieve the CC: line from the
email.
Tue, Sep 17, 2013 4:47:02 PMEdwina Hamm \(Facilities\)
edwina.h...@ros.comhttp://testhelpdesk.copesan.com/rt/User/Summary.html?id=1157
- Ticket created
I want This --- CC:
Store 0546 store.0...@ros.commailto:store.0...@ros.com
Subject:
CSR- 054609171300 - Work Order For Pest Control
Date:
Tue, 17 Sep 2013 16:43:08 -0500
To:
Client Service clientserv...@copesan.commailto:clientserv...@copesan.com
From:
Edwina Hamm \(Facilities\) edwina.h...@ros.commailto:edwina.h...@ros.com
The ticket does not have any group information now does the user.
Again thanks for the help all
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 * 262-783-6261 ext. 2296
bba...@copesan.commailto:cstep...@copesan.com
www.copesan.comhttp://www.copesan.com/
Servicing North America with Local Care
From: Kenneth Crocker [mailto:kenn.croc...@gmail.com]
Sent: Wednesday, January 29, 2014 5:44 PM
To: Bryon Baker; RT Users
(rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com)
Subject: RE: [rt-users] Trying to retrive CC address
Bryon,
I believe there is an example of that in the book I sent you.
Kenn
Sent from my Windows Phone
From: Bryon Bakermailto:bba...@copesan.com
Sent: 1/29/2014 3:05 PM
To: RT Users
(rt-users@lists.bestpractical.com)mailto:rt-users@lists.bestpractical.com
Subject: [rt-users] Trying to retrive CC address
Hello all I am trying to retrieve the CC mail address on incoming emails/
I have tried
# my $rcc = $self-TicketObj-CcAddresses;
# my $rcc = $self-TicketObj-Cc-MemberEmailAddresses
And others either I get an error for invalid object or an empty set.
Hope someone can help
Thanks in advance.
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 * 262-783-6261 ext. 2296
bba...@copesan.commailto:cstep...@copesan.com
www.copesan.comhttp://www.copesan.com/
Servicing North America with Local Care
[rt-users] Trying to retrive CC address
Hello all I am trying to retrieve the CC mail address on incoming emails/ I have tried # my $rcc = $self-TicketObj-CcAddresses; # my $rcc = $self-TicketObj-Cc-MemberEmailAddresses And others either I get an error for invalid object or an empty set. Hope someone can help Thanks in advance. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care
[rt-users] Upgrading
Hello all I am doing an upgrade in a test environment and when I did the upgrade I got the following message. [10391] [Wed Jan 22 17:54:24 2014] [info]: Template column for scrip #75 already contains characters (./etc/upgrade/4 .2.2/content:37) Does anybody know if I need to worry about this? Oh By the way I am upgrade from 4.2.0rc1 to 4.2.2. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care
[rt-users] need help with the following error
getmail version 4.34.0 Copyright (C) 1998-2012 Charles Cazabon. Licensed under the GNU GPL version 2. SimpleIMAPRetriever:clientservice@copesan.local@192.168.250.61:143: Delivery error (command rt-mailgate 6390 error (75, RT server error. The RT server which handled your email did not behave as expected. It said: Can't call method HasRight on an undefined value at /opt/rt4/sbin/../lib/RT/User.pm line 1284. Stack: [/opt/rt4/sbin/../lib/RT/User.pm:1284] [/opt/rt4/sbin/../lib/RT/Ticket.pm:265] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1415] [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61])) msg 2245/2580 (7535 bytes), delivery error (command rt-mailgate 6390 error (75, RT server error. Please help this is effecting production. I just start receiving these errors. I do not find anything in the RT log related. Message seem like they are be delivered but after a period of time RT will stop delivering completely and I need to restart the web service. The RT server which handled your email did not behave as expected. It said: Can't call method HasRight on an undefined value at /opt/rt4/sbin/../lib/RT/User.pm line 1284. Stack: [/opt/rt4/sbin/../lib/RT/User.pm:1284] [/opt/rt4/sbin/../lib/RT/Ticket.pm:265] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1415] [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61])) Delivery error (command rt-mailgate 6391 error (75, RT server error. The RT server which handled your email did not behave as expected. It said: Can't call method HasRight on an undefined value at /opt/rt4/sbin/../lib/RT/User.pm line 1284. Stack: [/opt/rt4/sbin/../lib/RT/User.pm:1284] [/opt/rt4/sbin/../lib/RT/Ticket.pm:265] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1415] [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61])) msg 2505/2580 (5807 bytes), delivery error (command rt-mailgate 6391 error (75, RT server error. The RT server which handled your email did not behave as expected. It said: Can't call method HasRight on an undefined value at /opt/rt4/sbin/../lib/RT/User.pm line 1284. Stack: [/opt/rt4/sbin/../lib/RT/User.pm:1284] [/opt/rt4/sbin/../lib/RT/Ticket.pm:265] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1415] [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61])) msg 2535/2580 (2894 bytes) delivered msg 2536/2580 (30501 bytes) delivered 4 messages (46737 bytes) retrieved, 2532 skipped Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care
Re: [rt-users] Question
Thanks for the help Landon More information I added the following config to RT_SiteConfig.pm Set($SendmailArguments , -fbou...@copesan.com -oi -t); And restarted RT after change. Does the bou...@copesan.commailto:bou...@copesan.com address need to exist on the Suse Linux server or can it exist on the exchange server? Currently it exists on the exchange server and I have made some tests and nothing is showing up in the mailbox on the exchange server. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: Landon Stewart [mailto:lstew...@iweb.com] Sent: Wednesday, January 15, 2014 4:47 PM To: Bryon Baker Cc: RT Users (rt-users@lists.bestpractical.com) Subject: Re: [rt-users] Question I don't know if that's even still valid. I did see this: http://requesttracker.wikia.com/wiki/RtBounceHandler We aren't using that though. We just handle the straight bounce messages in their own queue and then process the message content itself to find the original ticket #. Unless you have a very high volume of tickets it might not be worth it to do that but instead set the -f for sendmail to something someone actually receives so they can intervene if a bounce comes back. On 15 January 2014 14:35, Bryon Baker bba...@copesan.commailto:bba...@copesan.com wrote: Thanks for the information but where can I download the program rtbouncehandler from? Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726tel:800-267-3726 * 262-783-6261 ext. 2296tel:262-783-6261%20ext.%202296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: Landon Stewart [mailto:lstew...@iweb.commailto:lstew...@iweb.com] Sent: Wednesday, January 15, 2014 3:34 PM To: Bryon Baker Subject: Re: [rt-users] Question On 15 January 2014 13:13, Bryon Baker bba...@copesan.commailto:bba...@copesan.com wrote: Hello All I have a question. What happen to the NDR message that come from a forwarded or replied to with an invalid email address? I cannot find the NDR anywhere. We are reling through an exchange server. On the Suse server I am using postfix to send the message off the Suse server. Please keep in mind I am not a Linux guru when trying to explain this. This thread might answer your question if you are talking about emails bouncing that were sent from RT http://www.gossamer-threads.com/lists/rt/users/91551 On a side note - We have SendmailArguments in RT's configuration to include '-fbounce@ourdomainname.comhttp://ourdomainname.com' and then we have a queue for bounces. I wrote a module that looks at the bounces and attributes them to the original by ticket # and posts a comment on the original alerting the owner that the email bounced and then marks the bounce email ticket resolved. -- Landon Stewart :: lstew...@iweb.commailto:lstew...@iweb.com Lead Specialist, Abuse and Security Management Spécialiste principal, gestion des abus et sécurité http://iweb.com :: +1 (888) 909-4932tel:%2B1%20%2%29%20909-4932 -- Landon Stewart :: lstew...@iweb.commailto:lstew...@iweb.com Lead Specialist, Abuse and Security Management Spécialiste principal, gestion des abus et sécurité http://iweb.com :: +1 (888) 909-4932
[rt-users] New Ticket in
Hello All Is there a way to limit the queues listed in the New ticket in selection? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care
[rt-users] Question
Hello All I have a question. What happen to the NDR message that come from a forwarded or replied to with an invalid email address? I cannot find the NDR anywhere. We are reling through an exchange server. On the Suse server I am using postfix to send the message off the Suse server. Please keep in mind I am not a Linux guru when trying to explain this. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care
Re: [rt-users] Question
Thanks for the information but where can I download the program rtbouncehandler from? Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: Landon Stewart [mailto:lstew...@iweb.com] Sent: Wednesday, January 15, 2014 3:34 PM To: Bryon Baker Subject: Re: [rt-users] Question On 15 January 2014 13:13, Bryon Baker bba...@copesan.commailto:bba...@copesan.com wrote: Hello All I have a question. What happen to the NDR message that come from a forwarded or replied to with an invalid email address? I cannot find the NDR anywhere. We are reling through an exchange server. On the Suse server I am using postfix to send the message off the Suse server. Please keep in mind I am not a Linux guru when trying to explain this. This thread might answer your question if you are talking about emails bouncing that were sent from RT http://www.gossamer-threads.com/lists/rt/users/91551 On a side note - We have SendmailArguments in RT's configuration to include '-fbounce@ourdomainname.comhttp://ourdomainname.com' and then we have a queue for bounces. I wrote a module that looks at the bounces and attributes them to the original by ticket # and posts a comment on the original alerting the owner that the email bounced and then marks the bounce email ticket resolved. -- Landon Stewart :: lstew...@iweb.commailto:lstew...@iweb.com Lead Specialist, Abuse and Security Management Spécialiste principal, gestion des abus et sécurité http://iweb.com :: +1 (888) 909-4932
[rt-users] Unused Scripts
Hello all what is the best way to delete unused scrips. It would be easy to delete the entries in the database. Is the acceptable? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care
Re: [rt-users] Unused Scripts
I have them disabled but I just want to obliterate them I am never going to use them. I have replace a lot of the original scripts with custom action scrip. So I can also run them as cron jobs. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: Kenneth Crocker [mailto:kenn.croc...@gmail.com] Sent: Tuesday, January 07, 2014 12:14 PM To: Bryon Baker; rt-users@lists.bestpractical.com Subject: RE: [rt-users] Unused Scripts Bryon, Why not just disable them? Kenn Sent from my Windows Phone From: Bryon Bakermailto:bba...@copesan.com Sent: 1/7/2014 9:50 AM To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: [rt-users] Unused Scripts Hello all what is the best way to delete unused scrips. It would be easy to delete the entries in the database. Is the acceptable? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care
Re: [rt-users] Remove Message
Thanks for the response Kevin. This is happening when RT creates users from incoming emails. I am also using the external auth plugin. Where in the config would I equate name to email address? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 . 262-783-6261 ext. 2296 bba...@copesan.com www.copesan.com Servicing North America with Local Care -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, December 20, 2013 9:49 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Remove Message On Thu, Dec 19, 2013 at 06:28:24PM +, Bryon Baker wrote: I would like to get rid of the following message User could not be created: Must specify 'Name' attribute This happens when trying to create users and on some emails when the auto create is enabled. Can someone give me a little direction to get rid of this? This is an error, RT users must have a username (a unique username). I don't know how you're autocreating users, but you may wish to emulate what RT does with users created via email and set Name equal to the email address as well as EmailAddress equal to the email. -kevin
Re: [rt-users] Remove Message
This is the message when RT tries to create a user with incoming email
User could not be created: User creation failed in mailgateway: Must
specify 'Name' attribute (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:245)
This is the message when I try and create a user manually using Admin User
Create
User could not be created: Must specify 'Name' attribute
You sent me information related to external auth. Does RT use the parameters
in that area?
External Auth Config
{
'Connect_LDAP' = {
'base' = 'DC=copesan,DC=local',
'pass' = 'Password not printed',
'net_ldap_args' = [
'version',
3
],
'filter' =
'((ObjectCategory=User)(ObjectClass=Person))',
'attr_match_list' = [
'Name',
'EmailAddress'
],
'tls' = 0,
'd_filter' =
'(userAccountControl:1.2.840.113556.1.4.803:=2)',
'user' = 'CN=RQ
Tracker,OU=Users_Special,OU=Copesan,DC=Copesan,DC=local',
'type' = 'ldap',
'server' = '192.168.250.49',
'attr_map' = {
'City' = 'l',
'RealName' = 'cn',
'State' = 'st',
'EmailAddress' = 'mail',
'Gecos' = 'sAMAccountName',
'Country' = 'co',
'Address1' = 'streetAddress',
'Zip' = 'postalCode',
'WorkPhone' = 'telephoneNumber',
'Name' = 'sAMAccountName',
'Organization' =
'physicalDeliveryOfficeName',
'ExternalAuthId' = 'sAMAccountName'
}
},
'Connect_MSSQL' = {
'pass' = 'Password not printed',
'table' = 'ReqTracker_HelpDesk',
'attr_match_list' = [
'Name',
'Gecos'
],
'p_field' = 'password',
'port' = '1433',
'p_check' = sub { DUMMY },
'u_field' = 'Email',
'database' =
'RapidTrax6a;Driver=SQLServer;DSN=SQLServer',
'dbi_driver' = 'ODBC',
'user' = 'HelpDeskOTRS',
'type' = 'db',
'server' = '192.168.250.29',
'attr_map' = {
'City' = 'City',
'RealName' = 'Realname',
'State' = 'State',
'EmailAddress' = 'Email',
'Gecos' = 'Email',
'Address1' = 'Address',
'Zip' = 'Zip',
'Name' = 'Email',
'Organization' = 'Organization',
'ExternalAuthId' = 'Email'
}
}
}
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 . 262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
Servicing North America with Local Care
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Friday, December 20, 2013 3:59 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Remove Message
Don't send me personal email, I read the list, obey my Reply-To header and send
your mail to the list.
On Fri, Dec 20, 2013 at 04:22:08PM +, Bryon Baker wrote:
Thanks for the response Kevin.
This is happening when RT creates users from incoming emails.
I am also using the external auth plugin. Where in the config would I equate
name to email address?
The default config shipped with RT::Authen::ExternalAuth sets the Name
parameter, you must have removed that, but since you've not shown actual errors
or a config, all anyone can do is guess.
https://metacpan.org/pod/RT::Authen::ExternalAuth::LDAP
-kevin
Re: [rt-users] Remove Message
By the way for the Emails it does not happen all the time. It is very sporadic
and I cannot figure out the pattern.
Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 . 262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
Servicing North America with Local Care
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Bryon Baker
Sent: Friday, December 20, 2013 4:23 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Remove Message
This is the message when RT tries to create a user with incoming email
User could not be created: User creation failed in mailgateway: Must
specify 'Name' attribute (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:245)
This is the message when I try and create a user manually using Admin User
Create
User could not be created: Must specify 'Name' attribute
You sent me information related to external auth. Does RT use the parameters
in that area?
External Auth Config
{
'Connect_LDAP' = {
'base' = 'DC=copesan,DC=local',
'pass' = 'Password not printed',
'net_ldap_args' = [
'version',
3
],
'filter' =
'((ObjectCategory=User)(ObjectClass=Person))',
'attr_match_list' = [
'Name',
'EmailAddress'
],
'tls' = 0,
'd_filter' =
'(userAccountControl:1.2.840.113556.1.4.803:=2)',
'user' = 'CN=RQ
Tracker,OU=Users_Special,OU=Copesan,DC=Copesan,DC=local',
'type' = 'ldap',
'server' = '192.168.250.49',
'attr_map' = {
'City' = 'l',
'RealName' = 'cn',
'State' = 'st',
'EmailAddress' = 'mail',
'Gecos' = 'sAMAccountName',
'Country' = 'co',
'Address1' = 'streetAddress',
'Zip' = 'postalCode',
'WorkPhone' = 'telephoneNumber',
'Name' = 'sAMAccountName',
'Organization' =
'physicalDeliveryOfficeName',
'ExternalAuthId' = 'sAMAccountName'
}
},
'Connect_MSSQL' = {
'pass' = 'Password not printed',
'table' = 'ReqTracker_HelpDesk',
'attr_match_list' = [
'Name',
'Gecos'
],
'p_field' = 'password',
'port' = '1433',
'p_check' = sub { DUMMY },
'u_field' = 'Email',
'database' =
'RapidTrax6a;Driver=SQLServer;DSN=SQLServer',
'dbi_driver' = 'ODBC',
'user' = 'HelpDeskOTRS',
'type' = 'db',
'server' = '192.168.250.29',
'attr_map' = {
'City' = 'City',
'RealName' = 'Realname',
'State' = 'State',
'EmailAddress' = 'Email',
'Gecos' = 'Email',
'Address1' = 'Address',
'Zip' = 'Zip',
'Name' = 'Email',
'Organization' = 'Organization',
'ExternalAuthId' = 'Email'
}
}
}
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 . 262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
Servicing North America with Local Care
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Friday, December 20, 2013 3:59 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Remove Message
Don't send me personal email, I read the list, obey my Reply-To header and send
your mail to the list.
On Fri, Dec 20, 2013 at 04:22:08PM +, Bryon Baker wrote:
Thanks
[rt-users] Remove Message
I would like to get rid of the following message User could not be created: Must specify 'Name' attribute This happens when trying to create users and on some emails when the auto create is enabled. Can someone give me a little direction to get rid of this? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care
[rt-users] Email Message
Does anyone now how to get rid of this return message? RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. I have set the everyone user to allow create and reply to tickets rights. The user email also already exists in the database. Tickets are also getting created. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care
Re: [rt-users] Question about SMTP in an upgrade from 4.0 to 4.2
You will have to change to using Sendmail or some process like that, I have made the change on my server and it was fairly easy. Just setup Sendmail to relay the messages it receives from RT to the same SMTP relay server you were using in the past. Good luck Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Chris Hall Sent: Thursday, October 31, 2013 3:16 PM To: rt-users Subject: [rt-users] Question about SMTP in an upgrade from 4.0 to 4.2 In a few days we'll be upgrading from RT 4.0.0 to 4.2. I was reviewing the upgrade document and I came across something distressing... The Csmtp option for LRT_Config/$MailCommand, along with the associated C$SMTPServer, C$SMTPFrom, and C$SMTPDebug options, has been removed because it did not guarantee delivery. Instead, use a local MTA for outgoing mail, via the 'sendmailpipe' setting to C$MailCommand. I rely on those settings to send mail out to our smtp server, and thus far it's worked out great. In fact, they're very resistant to the idea of having the RT server operate as a mail server. If I'm reading this right, am I to understand that after the upgrade I'll no longer be able to send mail out via an external smtp server? Is there any way around that?
[rt-users] RT4.2 with fast CGI
I cannot seem to get RT4.2 to run with FastCGI I am install the on the same server that I am running RT 4.0.13 so I know fastcgi is enabled for apache. RT4.2 run with fine with the following command /opt/rt4/sbin/rt-server -port 8080 With the following file in the vhosts.d directory rtnew.conf Alias /rtnew /opt/rt4/share/html ScriptAlias / /opt/rt4/sbin/ Directory /opt/rt4/sbin/ Order allow,deny Allow from all /Directory Directory /opt/rt4/share/html Order allow,deny Allow from all Options +ExecCGI AddHandler fcgid-script fcgi /Directory I get You're almost there! Saying fastcgi or mod_perl needs to be enabled. I add to the above file FastCgiServer /opt/rt4/sbin/rt-server.fcgi -processes 5 -idle-timeout 300 And apache errors with Invalid command 'FastCgiServer', perhaps misspelled or defined by a module not included in the server configuration I have this install on SuSE Linux 12.3 Thanks for the help. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care
[rt-users] Date Time Display
Hello all I am using version 4.0.13 I would like to know if the time display can be change from 24 hr to 12 hr? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care
[rt-users] Change from mysql to postgresql
Trying to implement full text searching not working at all with mysql. So here is my question is there a document to explain how to move my data from mysql to postgresql? Thanks. Sent via the Samsung GALAXY S®4 Active™, an ATT 4G LTE smartphone
[rt-users] Adding emails to Tickets.
I know that RT will append emails to tickets when the subject line contains a ticket number this is working great. I would like to take this a step further and have RT looking in the content of the email and do the same procedure. What do I need in a scrip to make this happen? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
[rt-users] Html Message
/tdtd1/tdtd0/tdtdtd2012-11-20T19:32:19.820/tdtd648/tdtd358/tdtd386/tdtd2012-11-20T19:23:01.387/tdtdhttp://arizonadataservice.myrapidtrax.com/IntegrationService.svc/td/trtrtdGregory Pest Solutions/tdtd452/tdtd0/tdtd0/tdtdtd2012-11-20T19:32:21.900/tdtd1340/tdtd898/tdtd875/tdtd2012-11-20T18:59:02.420/tdtdhttp://gregorydataservice.myrapidtrax.com/IntegrationService.svc/td/trtrtdNorthwest Exterminating/tdtd653/tdtd0/tdtd0/tdtdtd2012-11-20T19:32:23.643/tdtd698/tdtd433/tdtd440/tdtd2012-11-20T19:17:04.857/tdtdhttp://northwestextdataservice.myrapidtrax.com/IntegrationService.svc/td/trtrtdViking Termite amp; Pest Ctrl/tdtd895/tdtd0/tdtd0/tdtdtd2012-11-20T19:32:28.727/tdtd1660/tdtd1156/tdtd1250/tdtd2012-11-20T18:53:03.330/tdtdhttp://vikingpestdataservice.myrapidtrax.com/IntegrationService.svc/td/trtrtdAdvanced IPM /tdtd41/tdtd13/tdtd0/tdtdtd2012-11-20T19:32:33.587/tdtd1564/tdtd1037/tdtd1104/tdtd2012-11-20T19:26:02.857/tdtdhttp://advancedipmdataservice.myrapidtrax.com/IntegrationService.svc/td/trtrtdABC Home-Cmrcl Svcs-Orlando/tdtd82/tdtd0/tdtd0/tdtdtd2012-11-20T19:32:34.380/tdtd356/tdtd226/tdtd239/tdtd2012-11-20T18:53:04.213/tdtdhttp://abchomedataservice.myrapidtrax.com/IntegrationService.svc/td/trtrtdMcCall Service/tdtd588/tdtd2/tdtd0/tdtdtd2012-11-20T19:32:41.410/tdtd976/tdtd631/tdtd640/tdtd2012-11-20T19:17:16.580/tdtdhttp://mccalldataservice.myrapidtrax.com/integrationservice.svc/td/trtrtdMcCauley Brothers T amp; P Svc/tdtd587/tdtd2/tdtd0/tdtdtd2012-11-20T19:48:32.983/tdtd1038/tdtd621/tdtd661/tdtd2012-11-20T19:17:03.390/tdtdhttp://mccauleybrosdataservice.myrapidtrax.com/IntegrationService.svc/td/trtrtdMcCloud Services/tdtd602/tdtd15/tdtd0/tdtdtd2012-11-20T19:48:33.453/tdtd6358/tdtd4108/tdtd4135/tdtd2012-11-20T19:32:03.133/tdtdhttp://mcclouddataservice.myrapidtrax.com/IntegrationService.svc/td/trtrtdBliss Pest Protection Services/tdtd161/tdtd0/tdtd0/tdtdtd2012-11-20T19:48:34.673/tdtd513/tdtd208/tdtd206/tdtd2012-11-20T18:59:02.480/tdtdhttp://blissdataservice.myrapidtrax.com/IntegrationService.svc/td/trtrtdProGuard Cmrcl Pest Solutions/tdtd967/tdtd1/tdtd0/tdtdtd2012-11-20T19:48:34.813/tdtd406/tdtd284/tdtd274/tdtd2012-11-20T19:26:03.327/tdtdhttp://proguarddataservice.myrapidtrax.com/IntegrationService.svc/td/trtrtdLloyd Pest Control/tdtd580/tdtd4/tdtd0/tdtdtd2012-11-20T19:48:34.953/tdtd2751/tdtd1679/tdtd1719/tdtd2012-11-20T19:56:02.147/tdtdhttp://lloydpestdataservice.myrapidtrax.com/IntegrationService.svc/td/trtrtdAmerican Pest/tdtd80/tdtd11/tdtd0/tdtdtd2012-11-20T19:48:37.267/tdtd1700/tdtd1154/tdtd1178/tdtd2012-11-20T19:23:02.747/tdtdhttp://americandataservice.myrapidtrax.com/IntegrationService.svc/td/trtrtdSprague Pest Solutions/tdtd859/tdtd28/tdtd0/tdtdtd2012-11-20T19:48:42/tdtd4705/tdtd2959/tdtd2876/tdtd2012-11-20T19:53:02.560/tdtdhttp://spraguedataservice.myrapidtrax.com/IntegrationService.svc/td/trtrtdHavard Pest Control/tdtd475/tdtd0/tdtd0/tdtdtd2012-11-20T19:48:46.527/tdtd502/tdtd305/tdtd299/tdtd2012-11-20T19:11:04.283/tdtdhttp://havarddataservice.myrapidtrax.com/IntegrationService.svc/td/tr/tablehttp://havarddataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3c/table Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
Re: [rt-users] Adding emails to Tickets.
Thanks for the quick response Ruslan. If I am reading the doc correctly it looks like this extension creates a new ticket. This looks good for another reason but I don’t want to create a new ticket. I may have some users that will reply with the ticket number not in the subject, but the ticket number will be in the body of the email. When this happens I want the email added to the ticket as a transaction. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of Ruslan Zakirov Sent: Wednesday, October 09, 2013 12:38 PM To: Bryon Baker Cc: RT Users (rt-users@lists.bestpractical.com) Subject: Re: [rt-users] Adding emails to Tickets. Hi, Not a scrip. Take a look at RepliesToResolved extension [1]. You can borrow a lot and I know for sure it will work. On Wed, Oct 9, 2013 at 5:14 PM, Bryon Baker bba...@copesan.commailto:bba...@copesan.com wrote: I know that RT will append emails to tickets when the subject line contains a ticket number this is working great. I would like to take this a step further and have RT looking in the content of the email and do the same procedure. What do I need in a scrip to make this happen? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training -- Best regards, Ruslan. -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
[rt-users] ForwardWithMessage
I would like to implement this in version 4.17 but the documentation does not seem to work. I am following the doc at http://requesttracker.wikia.com/wiki/ForwardWithMessage I also took some stabs at installing from cpan as an RT::Extention but no luck. Is there some better doc to be had? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
Re: [rt-users] ForwardWithMessage
Ok sound good but after reading the docs I have two concerns. 1 -- is this statement in the readme RT defaults to installing in /opt/rt4 with MySQL as its database. It tries to guess which of www-data, www, apache or nobody your webserver will run as, but you can override that behavior. Note that the default install directory in /opt/rt4 does not work under SELinux's default configuration. I have a SeLinux install --- How do I proceed? 2 -- SMTP currently all my emails are relayed though the exchange server via SMTP. (Works just great!) I need to be lead to the documentation the explains the changes need to convert this setup. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 . 262-783-6261 ext. 2296 bba...@copesan.com www.copesan.com Servicing North America with Local Care -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Wednesday, October 09, 2013 2:44 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] ForwardWithMessage On Wed, Oct 09, 2013 at 07:36:31PM +, Bryon Baker wrote: I would like to implement this in version 4.17 but the documentation does not seem to work. I am following the doc at This is a core feature of 4.2.0. -kevin
[rt-users] rt-crontool
Has anyone setup a rt-crontool job to run a scrip that is defined in a queue? Maybe I will try and explain some more. So I have built 80 scrips attached to a queue they do several thing for filling out custom fields. But sometime they are not able to retrieve the information usually because there is something wrong with the data being retrieved from a foreign database. I get the data corrected but then the cf need to be updated manually. My thought is to rerun the needed scrip to fill in the cf's. Hopefully this makes sense. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
[rt-users] Change Queue
I would like to know if this is the place to ask if someone would write a custom action to be used by rt-crontool? I would like this custom action to change the queue on a ticket based on the list returned by the query from rt-crontool. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 . 262-783-6261 ext. 2296 bba...@copesan.com www.copesan.com Servicing North America with Local Care -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
Re: [rt-users] Change Queue
Ok tried something on my own I copied SetPriority.pm module to ChangeQueue.pm
and change code to
When I try and execute this with rt-crontool I get
[Thu Sep 26 17:39:21 2013] [critical]: Failed to load module
RT::Action::ChangeQueue. () at /usr/bin/rt-crontool line 305.
(/usr/lib/perl5/vendor_perl/5.16.2/RT.pm:400)
Failed to load module RT::Action::ChangeQueue. () at /usr/bin/rt-crontool line
305.
I have compared the permissions on both file and everything looks the same.
package RT::Action::ChangeQueue;
use base 'RT::Action';
use strict;
use warnings;
#Do what we need to do and send it out.
#What does this type of Action does
sub Describe {
my $self = shift;
return (ref $self . will set a ticket's priority to the argument
provided.);
}
sub Prepare {
# nothing to prepare
return 1;
}
sub Commit {
my $self = shift;
my $currentqueue = $ticket-Queue;
## Did this to validate what is happening before I do it.
print Current Queue $currentqueue, New Queue $self-Argument\n;
#$self-TicketObj-SetQueue($self-Argument);
}
RT::Base-_ImportOverlays();
1;
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 . 262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
Servicing North America with Local Care
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Bryon Baker
Sent: Thursday, September 26, 2013 11:54 AM
To: RT Users
Subject: [rt-users] Change Queue
I would like to know if this is the place to ask if someone would write a
custom action to be used by rt-crontool?
I would like this custom action to change the queue on a ticket based on the
list returned by the query from rt-crontool.
Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 . 262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
Servicing North America with Local Care
--
RT Training in New York, October 8th and 9th: http://bestpractical.com/training
--
RT Training in New York, October 8th and 9th: http://bestpractical.com/training
Re: [rt-users] Change Queue
Ok it looks like rt-crontool is not finding the new module I created.
Where should this new module be located?
Currently it is in the same location as the other modules.
/usr/lib/perl5/vendor_perl/5.16.2/RT/Action
Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 . 262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
Servicing North America with Local Care
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Bryon Baker
Sent: Thursday, September 26, 2013 12:46 PM
To: RT Users
Subject: Re: [rt-users] Change Queue
Ok tried something on my own I copied SetPriority.pm module to ChangeQueue.pm
and change code to
When I try and execute this with rt-crontool I get
[Thu Sep 26 17:39:21 2013] [critical]: Failed to load module
RT::Action::ChangeQueue. () at /usr/bin/rt-crontool line 305.
(/usr/lib/perl5/vendor_perl/5.16.2/RT.pm:400)
Failed to load module RT::Action::ChangeQueue. () at /usr/bin/rt-crontool line
305.
I have compared the permissions on both file and everything looks the same.
package RT::Action::ChangeQueue;
use base 'RT::Action';
use strict;
use warnings;
#Do what we need to do and send it out.
#What does this type of Action does
sub Describe {
my $self = shift;
return (ref $self . will set a ticket's priority to the argument
provided.); }
sub Prepare {
# nothing to prepare
return 1;
}
sub Commit {
my $self = shift;
my $currentqueue = $ticket-Queue;
## Did this to validate what is happening before I do it.
print Current Queue $currentqueue, New Queue $self-Argument\n;
#$self-TicketObj-SetQueue($self-Argument);
}
RT::Base-_ImportOverlays();
1;
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 . 262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
Servicing North America with Local Care
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Bryon Baker
Sent: Thursday, September 26, 2013 11:54 AM
To: RT Users
Subject: [rt-users] Change Queue
I would like to know if this is the place to ask if someone would write a
custom action to be used by rt-crontool?
I would like this custom action to change the queue on a ticket based on the
list returned by the query from rt-crontool.
Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 . 262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
Servicing North America with Local Care
--
RT Training in New York, October 8th and 9th: http://bestpractical.com/training
--
RT Training in New York, October 8th and 9th: http://bestpractical.com/training
--
RT Training in New York, October 8th and 9th: http://bestpractical.com/training
[rt-users] Need Help Understanding
I am setting up email reply and I want the email to go out the everyone. Description: On Correspond Notify All Watchers Condition: On Correspond Action: Notify Owner, Requestor, Ccs and AdminCcs Template: Global template: Correspondence Stage: Transaction I fill out the fields for Bcc, Cc. The outgoing email recorded is as follows. But there are not any entries for the Bcc or Cc the I added. The Bcc listed is the owner which is correct ad the To: is correct as the original ticket requestor. Subject: [copesan.com #14358] Testing email From: Enoch Root via RT clientserv...@copesan.com Reply-To: clientserv...@copesan.com In-Reply-To: rt-4.0.13-26291-1380229115-763.14358-85-0@Copsean_Service_Inc References: RT-Ticket-14358@Copsean_Service_Inc rt-4.0.13-26291-1380229115-763.14358-85-0@Copsean_Service_Inc Message-ID: rt-4.0.13-27105-1380230411-1364.14358-85-0@Copsean_Service_Inc Precedence: bulk X-RT-Loop-Prevention: copesan.com RT-Ticket: copesan.com #14358 Managed-BY: RT 4.0.13 (http://www.bestpractical.com/rt/) RT-Originator: root@localhost To: bba...@copesan.com BCC: cnakab...@copesan.com MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset=utf-8 X-RT-Original-Encoding: utf-8 Date: Thu, 26 Sep 2013 16:20:11 -0500 Also if the RT-Originator: field is the same as the owner no messages will go to that person. RT-Send-CC: cnakab...@copesan.com Cnakabugo did the reply and put herself in as the Cc. Subject: [copesan.com #14358] Testing email From: Catherine Nakabugo via RT clientserv...@copesan.com Reply-To: clientserv...@copesan.com In-Reply-To: rt-4.0.13-26291-1380229115-763.14358-85-0@Copsean_Service_Inc References: RT-Ticket-14358@Copsean_Service_Inc rt-4.0.13-26291-1380229115-763.14358-85-0@Copsean_Service_Inc Message-ID: rt-4.0.13-26894-1380229838-713.14358-85-0@Copsean_Service_Inc Precedence: bulk X-RT-Loop-Prevention: copesan.com RT-Ticket: copesan.com #14358 Managed-BY: RT 4.0.13 (http://www.bestpractical.com/rt/) RT-Originator: cnakab...@copesan.com To: bba...@copesan.com MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset=utf-8 X-RT-Original-Encoding: utf-8 Date: Thu, 26 Sep 2013 16:10:38 -0500 What am I missing? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
Re: [rt-users] Change Queue
Thanks Landon for the tips and info. The suggestions are working great and I
am moving on.
Also by the way there is not an action of this type in the actions directory.
Again Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 * 262-783-6261 ext. 2296
bba...@copesan.commailto:cstep...@copesan.com
www.copesan.comhttp://www.copesan.com/
Servicing North America with Local Care
From: Landon Stewart [mailto:lstew...@iweb.com]
Sent: Thursday, September 26, 2013 5:57 PM
To: Bryon Baker
Cc: RT Users
Subject: Re: [rt-users] Change Queue
On 26 September 2013 10:45, Bryon Baker
bba...@copesan.commailto:bba...@copesan.com wrote:
Ok tried something on my own I copied SetPriority.pm module to ChangeQueue.pm
and change code to
When I try and execute this with rt-crontool I get
[Thu Sep 26 17:39:21 2013] [critical]: Failed to load module
RT::Action::ChangeQueue. () at /usr/bin/rt-crontool line 305.
(/usr/lib/perl5/vendor_perl/5.16.2/RT.pm:400)
Failed to load module RT::Action::ChangeQueue. () at /usr/bin/rt-crontool line
305.
I have compared the permissions on both file and everything looks the same.
package RT::Action::ChangeQueue;
use base 'RT::Action';
use strict;
use warnings;
#Do what we need to do and send it out.
#What does this type of Action does
sub Describe {
my $self = shift;
return (ref $self . will set a ticket's priority to the argument
provided.);
That looks weird... ref $self? That'd probably return HASH will set
ticket's... or something. I'd nuke it entirely anyway since you don't need
this sub.
sub Prepare {
# nothing to prepare
return 1;
}
Nuke this since you don't need it.
sub Commit {
my $self = shift;
my $currentqueue = $ticket-Queue;
You haven't dereferenced $self-TicketObj into $ticket yet above.
## Did this to validate what is happening before I do it.
print Current Queue $currentqueue, New Queue $self-Argument\n;
#$self-TicketObj-SetQueue($self-Argument);
}
This print line would be interpreted as:
print Current Queue .$currentqueue., New Queue .$self.-Argument\n;
Probably not what you want...
By the way there might already be an action called SetQueue.pm in your
lib/RT/Actions/ directory.
If you want to keep working on your module though - try this. This
ChangeQueue.pm should be located in /opt/rt4/lib/RT/Action/ or equivalent.
I've removed SetQueue() like you did so it won't actually modify the ticket.
package RT::Action::ChangeQueue;
use base 'RT::Action';
use strict;
use warnings;
sub Commit {
my $self = shift;
my $ticket = $self-TicketObj;
my $cq = $ticket-Queue;
my $nq = $self-Argument;
print Current Queue $cq, New Queue $nq\n;
# or
print Current Queue .$self-TicketObj-Queue., New Queue
.$self-Argument.\n;
# or
print Current Queue .$ticket-Queue., New Queue .$self-Argument.\n;
}
RT::Base-_ImportOverlays();
1;
Give this line a new Queue ID# and a ticket # and watch the magic:
/opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --action
RT::Action::ChangeQueue --action-arg qid --transaction first --verbose
--search-arg 'id = ticketid'
--
Landon Stewart :: lstew...@iweb.commailto:lstew...@iweb.com
Lead Specialist, Abuse and Security Management
Spécialiste principal, gestion des abus et sécurité
http://iweb.com :: +1 (888) 909-4932
--
RT Training in New York, October 8th and 9th: http://bestpractical.com/training
[rt-users] Full Text Searching
I am wondering if version 4.0.13 of RT is able to do full text searching with MySQL version 5.5.29? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
