Re: [rt-users] Dynamic choice of templates based on the value of a CF
In the past I ended up turning the templates into perl programs. I made all the decisions within the template and then built the output based on that logic. It wasn't very pretty (it was ugly, actually), but it worked flawlessly for years. Gotta be careful with maintenance on the templates, though, because a seemingly unrelated change in one part of the template sometimes was more related to other parts of the template than we thought. Gene On 9/6/2013 1:33 PM, Landon Stewart wrote: On 6 September 2013 11:55, Landon Stewart lstew...@iweb.com mailto:lstew...@iweb.com wrote: Actually I believe I found the answer which I'm going to try… I basically need a hybrid of these two because we also send different copies of templates depending on the language the customer prefers to be communicated with in. http://requesttracker.wikia.com/wiki/ForkTemplate http://requesttracker.wikia.com/wiki/ChooseTemplateByUserLang So - never mind my original post unless you have any information that's better than the two ones above. Well after trying and trying - none of this has worked because SetTemplate() is no longer a valid method for Conditions in RT 4.0.17 among other reasons. If anyone has any information on how to dynamically set the Template in a Scrip with RT 4.0.x I would greatly appreciate it! -- Landon Stewart :: lstew...@iweb.com mailto: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] Plack::Handler::Starlet dependency error, RT 4.0.1 on RHEL-6
Hi Kevin, On 7/14/2011 7:08 PM, Kevin Falcone wrote: On Thu, Jul 14, 2011 at 03:42:31PM -0700, Gene LeDuc wrote: The Test::TCP thing is a bit of a mystery to me. I saw it when I installed all the dependencies a couple days ago so I tried to install it. Here's the result: cpan[1] install Test::TCP CPAN: Storable loaded ok (v2.30) Going to read '/root/.cpan/Metadata' Database was generated on Thu, 14 Jul 2011 19:40:27 GMT CPAN: Module::CoreList loaded ok (v2.18) Test::TCP is up to date (1.13). So it's there, but testdeps isn't seeing it. This is usually permissions or 2 different perls I used cpanm to reinstall Test::TCP and now testdeps sees it. I'm almost certain that there's only 1 perl on this system; it's a nearly-new RHEL-6 install (I'm the one who built it). Other than apache and RT, nothing else has been installed. How would I determine if there are multiple perls installed? I've also tried installing Server::Starter by itself and I get the same error messages about uninitialized values and an unopened file handle. Writing Makefile for Server::Starter Use of uninitialized value in ref-to-glob cast at /usr/local/share/perl5/Test/SharedFork/Store.pm line 104. Use of uninitialized value in ref-to-glob cast at /usr/local/share/perl5/Test/SharedFork/Store.pm line 104. flock() on unopened filehandle at /usr/local/share/perl5/Test/SharedFork/Store.pm line 104. Bad file descriptor at /usr/local/share/perl5/Test/SharedFork/Store.pm line 104. END failed--call queue aborted. It's worth seeing if selinux is blocking flock for this perl program. I put selinux into permissive (it was set to enforcing), then removed and reinstalled Server::Starter (using cpanm) with the same results. Is this error being thrown by a Server::Starter issue or is it from whatever process is trying to write the compiled module to disk? You may get more information by running perl Makefile.PL on Server-Starter manually and seeing if it gives you anything I ran the following manually: [root@bogus Server-Starter-0.11]# perl Makefile.PL [root@bogus Server-Starter-0.11]# make [root@bogus Server-Starter-0.11]# make install [root@bogus Server-Starter-0.11]# make test (stuff removed for brevity) All tests successful. Files=4, Tests=42, 28 wallclock secs ( 0.02 usr 0.00 sys + 0.39 cusr 0.08 csys = 0.49 CPU) Result: PASS So it looks like Server::Starter installed Ok. So then I run cpan-t Server::Starter and get the same errors as before., including - Test::TCP ...missing. (would need 0.11) Running testdeps doesn't flag Test::TCP Running cpan -t Test::TCP results in: Result: PASS TOKUHIROM/Test-TCP-1.13.tar.gz /usr/bin/make test -- OK So I'm baffled. 1. make testdeps says that all dependencies are found 2. cpan -t Server::Starter says that Test::TCP is missing and throws flock() and bad file descriptor errors at line 104 of share/perl5/Test/SharedFork/Store.pm 3. cpan -t Test::TCP says it's installed and good 4. cpanm --reinstall Server::Starter says it's installed and good 5. cpanm --reinstall Plack::Handler::Starlet says it's installed and good Should I believe testdeps and continue with RT installation? Os is this something that might bite me in the caboose? Thanks, Gene 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Plack::Handler::Starlet dependency error, RT 4.0.1 on RHEL-6
Greetings, I'm installing RT 4.0.1 onto a new RHEL-6 server. I've done the ./configure step and am now resolving dependencies. I was able to fix them all with CPAN except for Plack::Handler::Starlet. The error is coming from a Starlet dependency, Server::Starter. Searching hasn't turned up anything relevant. I'd really appreciate any insights into this that anyone might have. This is 64-bit REHL and I have SELinux enforcing, but I don't think it's the problem because nothing else has burped except for this. Thanks in advance, Gene Here's what I get from testdeps: PSGI dependencies: CGI::Emulate::PSGI ...found CGI = 3.38 ...found CGI::PSGI = 0.12 ...found HTML::Mason::PSGIHandler = 0.52 ...found Plack = 0.9971 ...found Plack::Handler::Starlet ...MISSING Can't locate Plack/Handler/Starlet.pm in @INC (@INC contains: /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 /root/rt/rt-4.0.1) Here's an excerpt of what CPAN says when I do install Plack::Handler::Starlet Checking if your kit is complete... Looks good Warning: prerequisite Server::Starter 0.06 not found. Writing Makefile for Starlet Could not read metadata file. Falling back to other methods to determine prerequisites Unsatisfied dependencies detected during KAZUHO/Starlet-0.13.tar.gz Server::Starter [requires] Shall I follow them and prepend them to the queue of modules we are processing right now? [yes] CPAN.pm: Going to build K/KA/KAZUHO/Server-Starter-0.11.tar.gz *** Module::AutoInstall version 1.03 *** Checking for Perl dependencies... *** Since we're running under CPAN, I'll just let it take care of the dependency's installation later. [Core Features] - Test::TCP ...missing. (would need 0.11) - Getopt::Long...loaded. (2.38) - List::MoreUtils ...loaded. (0.32) - Proc::Wait3 ...loaded. (0.04) - Scope::Guard...loaded. (0.20) *** Module::AutoInstall configuration finished. Checking if your kit is complete... Looks good Writing Makefile for Server::Starter Use of uninitialized value in ref-to-glob cast at /usr/local/share/perl5/Test/SharedFork/Store.pm line 104. Use of uninitialized value in ref-to-glob cast at /usr/local/share/perl5/Test/SharedFork/Store.pm line 104. flock() on unopened filehandle at /usr/local/share/perl5/Test/SharedFork/Store.pm line 104. Bad file descriptor at /usr/local/share/perl5/Test/SharedFork/Store.pm line 104. END failed--call queue aborted. Warning: No success on command[/usr/bin/perl Makefile.PL INSTALLDIRS=site] KAZUHO/Server-Starter-0.11.tar.gz /usr/bin/perl Makefile.PL INSTALLDIRS=site -- NOT OK Running make test Make had some problems, won't test Running make install Make had some problems, won't install Running make for K/KA/KAZUHO/Starlet-0.13.tar.gz Has already been unwrapped into directory /root/.cpan/build/Starlet-0.13-eGHCED CPAN.pm: Going to build K/KA/KAZUHO/Starlet-0.13.tar.gz Warning: Prerequisite 'Server::Starter = 0.06' for 'KAZUHO/Starlet-0.13.tar.gz' failed when processing 'KAZUHO/Server-Starter-0.11.tar.gz' with 'writemakefile = NO '/usr/bin/perl Makefile.PL INSTALLDIRS=site' returned status 2304'. Continuing, but chances to succeed are limited. 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Plack::Handler::Starlet dependency error, RT 4.0.1 on RHEL-6
Thanks for responding, Kevin. On 7/14/2011 3:32 PM, Kevin Falcone wrote: On Thu, Jul 14, 2011 at 03:04:03PM -0700, Gene LeDuc wrote: Greetings, I'm installing RT 4.0.1 onto a new RHEL-6 server. I've done the ./configure step and am now resolving dependencies. I was able to fix them all with CPAN except for Plack::Handler::Starlet. The error is coming from a Starlet dependency, Server::Starter. Searching hasn't turned up anything relevant. I'd really appreciate any insights into this that anyone might have. This is 64-bit REHL and I have SELinux enforcing, but I don't think it's the problem because nothing else has burped except for this. Is your CPAN client configured to follow dependencies? It appears that you're missing Test::TCP but I see no attempts to build that. have you tried install Server::Starter or install Test::TCP to get lower level on the dependency chain? -kevin The Test::TCP thing is a bit of a mystery to me. I saw it when I installed all the dependencies a couple days ago so I tried to install it. Here's the result: cpan[1] install Test::TCP CPAN: Storable loaded ok (v2.30) Going to read '/root/.cpan/Metadata' Database was generated on Thu, 14 Jul 2011 19:40:27 GMT CPAN: Module::CoreList loaded ok (v2.18) Test::TCP is up to date (1.13). So it's there, but testdeps isn't seeing it. I've also tried installing Server::Starter by itself and I get the same error messages about uninitialized values and an unopened file handle. Writing Makefile for Server::Starter Use of uninitialized value in ref-to-glob cast at /usr/local/share/perl5/Test/SharedFork/Store.pm line 104. Use of uninitialized value in ref-to-glob cast at /usr/local/share/perl5/Test/SharedFork/Store.pm line 104. flock() on unopened filehandle at /usr/local/share/perl5/Test/SharedFork/Store.pm line 104. Bad file descriptor at /usr/local/share/perl5/Test/SharedFork/Store.pm line 104. END failed--call queue aborted. Any other thoughts? Gene 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] web UI shifted to the right?
Recent browser or OS upgrade? That could affect the processing of css. Gene On 5/24/2011 8:32 AM, Jeff Blaine wrote: RT 3.8.7 Has anyone noticed a strange shift to the right of the web UI at any point in time? We noticed this last week for the first time after using that instance for months. All of a sudden even the front-page login box is off-centered. Searching the filesystem for modified files shows nothing other than the database and Mason cache. Clearing the Mason cache + restarting does not address the issue.
Re: [rt-users] Custom Field values - included in Autpo-reply Template
Hi Jo,
On 11/30/2010 9:31 PM, Joanne Keown wrote:
Hi,
I have been trying out numerous suggestions on how to code to include values from Custom Fields
into an Auto-reply email. The Custom Field is First Name and I want the first name
entered on the ticket, to appear after the word Hello on the Auto-reply email. The
below is my latest attempt (based on user feedback on other threads) however, this doesn't work
either as the email just doesn't send (NB; if I take the line of code out altogether then the email
does send).
Hello {my $First Name = $Ticket-FirstCustomFieldValue('First Name')}
I'm not a programmer, so apologies if this problem sounds a bit 101, however I
could really use some pointers.
Kind regards
Jo
If the line you included above is actually from your template, then the
problem is the my $First Name = part. Perl will see $First as a
variable name and won't know what to do with Name. Try replacing my
$First Name = with my $First_Name =. The underscore makes Name
part of $First. I'm not sure whether spaces are allowed in custom
field names.
Regards,
Gene
Re: [rt-users] Templates and custom ScripActions
Hi Fran,
On 10/22/2010 8:15 AM, Francis L Fabrizio wrote:
Do I have to do something specific when creating a Scrip and using Action: User
Defined in order to get RT to process the associated template with the scrip?
I have created a custom scrip, and just for testing purposes, I made the custom
condition, custom action prep, and custom action cleanup all set to return
1;, and associated my desired template with the scrip. The scrip fires and returns
successfully, but the template is never touched.
Are there specific steps I need to take in my custom action code in order to
load, parse, and send notifications from a template?
Thanks,
Fran
I'm using v3.6.3, so this may not be accurate with your setup.
I know of ways to do what you want.
The way I prefer to do it is to embed the code into the template. I've
found this to be fairly easy to do and it involves less code. It can
also be trickier to debug because the scrip doesn't tell you what action
is being taken - it's all in the template. It does make the template
bigger. Almost all of my templates have embedded decision-making and
data-processing routines in them. Here's a piece of one of my templates
that builds a custom acknowledgment e-mail.
= BEGIN TEMPLATE CODE
{ ### Tells user that ticket has been resolved
my $FromAddress = 'DNS Requests someaddr...@domain';
my $ContactAddress = 'm...@domain';
my $OwnerName = $Ticket-OwnerObj-RealName;
my $have_rmks;
my $c_content;
### Get last Correspond
my $Transactions = $Ticket-Transactions;
$Transactions-Limit( FIELD = 'Type', VALUE = 'Correspond' );
$Transactions-OrderByCols (
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
my $CorrespondObj = $Transactions-First;
if ($CorrespondObj $CorrespondObj-Id) {
$c_content = $CorrespondObj-Content;
chomp $c_content;
$have_rmks =
!$CorrespondObj-Attachments-First-GetHeader('Received');
}
### Lots of other code removed
my $AddressGroup = From: $FromAddress;
$AddressGroup .= \nCc: $Cc if $Cc;
$AddressGroup .= \nBcc: $Bcc if $Bcc;
$OUT = $AddressGroup
Subject: Action completed
The ticket that was opened for your request for host \$mName\ has been
resolved by $OwnerName. If you have any questions about this, you can
contact us at $ContactAddress.
$remarks
Regards,
Your Friendly IT Staff;
}
= END TEMPLATE CODE
Another way to do this that actually uses a user-defined action with a
template is to make the calls to the appropriate RT routines from within
your scrip code. I did this with one of my scrips.
I wanted to do some non-standard things with the recipients, so I
modified RT's SetRecipients() routine and stuck it into my scrip, then I
call it and make calls to the Prepare() and Commit() routines to build
and send an e-mail using the designated template.
= BEGIN SCRIP CODE
### Valid e-mail for ticket, send acknowledgment
$self-SetRecipients();
$self-SUPER::Prepare();
$self-SUPER::Commit();
sub SetRecipients {
### custom routine to do non-standard things with the recipients
}
1;
= END SCRIP CODE
The above code snippet is at the end of my scrip's Custom action
preparation code block.
Regards,
Gene
Re: [rt-users] Possible?
On 7/19/2010 4:21 AM, Jim Tambling wrote: Hi list, How would I dosomething like this in RT? I want it to apply to all queues/tickets. When due date = today, make priority = 0 Many thanks, Jim Hi Jim, As far as I know, RT is event driven so it wouldn't be able to do this on its own. It should be a fairly simple matter to do this with a cron job and custom perl script, however. Regards, Gene Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] regex for mac address
Hi Troy,
The format for MAC addresses is not standardized. I've seen them with
(Win, RedHat) and without (Solaris) leading zeros, colons (RH, Solaris)
or hyphens (Win) as separators, and uppercase (Win, RedHat) or lowercase
(Solaris) hex values. I think I've also seen network gear that shows
them as ::. It really depends on where the MAC info is
coming from.
These may not be perfect, but you get the idea.
WXP: /^([0-9a-f]{2}-){5}[0-9a-f]{2}$/i
RH: /^([0-9a-f]{2}:){5}[0-9a-f]{2}$/i
Sol: /^(([0-9a-f]|[1-9a-f][0-9a-f]):){5}([0-9a-f]|[1-9a-f][0-9a-f])$/i
You could try normalizing the string by replacing all colons with
hyphens and then adding a leading zero to all single character values,
and then applying your regex.
Regards,
Gene
On 6/2/2010 2:06 PM, Troy Knabe wrote:
I am trying to do a regex for mac address verification. My first attempt
looks like this, but did not work. Anyone have any insight as to what I
am missing?
^[0-9A-F]{2}-[0-9A-F]{2}-[0-9A-F]{2}-[0-9A-F]{2}-[0-9A-F]{2}-[0-9A-F]{2}$
--
Troy Knabe
kn...@4j.lane.edu mailto:kn...@4j.lane.edu
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Re: [rt-users] Scrip to unown and change queue so we can keep all queues hidden?
Hi Mike, I haven't done this, but it sounds pretty straightforward using a scrip. Have a custom field with 2 possible values, blank and disown. Your scrip uses a custom condition that triggers when that field changes to disown. You have the custom action do the owner change (to nobody), the queue change, and then change the custom field back to blank. The wiki should be able to give you good examples of all three actions as well as the custom condition. Regards, Gene On 5/13/2010 7:34 AM, Mike Johnson wrote: Hi everyone, I'm curious if anyone has ventured out to build a scrip that would unown a ticket, and reassign to another queue based on a custom field value. Basically what I was looking for was the ability to hide all other queues from a group of support staff. But when they get a ticket that doesn't belong to them, they can remove themselves as owners, and put the ticket in the appropriate queue. Now if you have the queues hidden, the only thing I could think of is let the RT-system remove them as owner, and change the queue based off of a custom field value they'd change. Is it possible? Has anyone done it? Thanks! Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@normed.ca Technology assistance: email nosmhelpd...@normed.ca Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: Off campus toll free 1 (800) 461-8777, option 8, or locally either (705) 662-7120 or (807) 766-7500 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Scrip for replying to a resolved ticket, scrip results
Hi Evan, On 4/21/2010 8:02 AM, Lucchesi Leon, Evan wrote: Hi all, two questions that I haven't been able to find answers to after a few hours of searching and reading through code: (For reference I use RT 3.8.4 right now) 1) I'd like to set up a scrip that will correspond with a template when someone replies to a ticket that has been resolved. I have tried a number of different things to try and only send the reply to the person who sent the correspondence, but I gave up and decided I'd be happy if it would just autoreply to all requestors and CCs with my template when someone replies to it and it's resolved. So the most recent scrip I have tried is the simplest, and doesn't seem to do anything. Can anyone tell me what I'm doing wrong? Condition: User Defined Action: Autoreply to Requestors and Ccs Template: Global template: Autoreply to Resolved Stage: TransactionCreate Custom Condition: return 0 unless ($self-TransactionObj-Type eq Correspond $self-TicketObj-Status eq Resolved); return 1; I don't know whether it matters, but I always use lowercase for TicketObj-Status because that's how it's stored in the database (in 3.6.3). I have a similar scrip (but with additional conditions) and it works using Correspond and resolved. If changing the case doesn't work, putting $RT::Logger-debug(Myscrip Status= . $self-TicketObj-Status . , Type= . $self-TransactionObj-Type) as your first line might help you figure out what is going on. Gene Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Scrip - Autoclose on Admin reply
Hi Jason,
We use something similar that you can probably mod as needed. If a
queue admin replies to a ticket with an OK, the owner is set to the
sender and the ticket is resolved. We use the Priority field of tickets
as a workflow tag; in this case, assigning it a value of 20 triggers
another scrip that sends out the resolved e-mail. I don't record the
Owner or Status transactions because I don't want either to trigger any
other scrips (the Priority transaction will trigger the Resolved scrip).
Here's what I use:
// Custom condition
{ ### True if e-mail contains 'ok' - sets owner, pri = 20
my $Ticket = $self-TicketObj;
my $Transaction = $self-TransactionObj;
my $CreatorId = $Transaction-CreatorObj-Id;
my $Queue = $self-TicketObj-QueueObj;
my $val = $Transaction-Type eq 'Correspond'
$Queue-IsAdminCc($CreatorId)
$Transaction-Content =~ /\bok\s/i;
return $val;
// Custom preparation code
return 1;
// Custom cleanup code
### Set priority to 20 to show complete, status to 'resolved'
my $Ticket = $self-TicketObj;
my $Transaction = $self-TransactionObj;
my $CreatorId = $Transaction-CreatorObj-Id;
my $NewPri = 20;
$Ticket-_Set(Field='Owner', Value=$CreatorId, RecordTransaction=0);
$Ticket-SetPriority($NewPri);
$Ticket-_Set(Field = 'Status', Value = 'resolved', RecordTransaction
= 0);
Gene
On 3/23/2010 8:11 PM, Jason Clarke wrote:
Hi list,
I'm looking for some guidance on setting up a scrip to provide a odd bit
of functionality.
1) New email comes in.
2) Auto assigned to queue.
3) Auto-response goes to requester
4) Auto-notification goes to watchers
5) Watcher responds via email (thunderbird/outlook etc)
6) RT pushes response to requester
7) Custom Scrip sees that 5) came from a static list (or list of users
in RT) and resolves the ticket.
Links to documentation or even a code sample would be greatly
appreciated. I've gone through wiki.bestpractical.com without much
success, but if there is THE page there, please link me :)
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Re: [rt-users] Question on using QUEUE related Custom Field for Resolved Condition Checking scrip/template
On 3/9/2010 10:13 AM, Joe Kirby wrote:
I would like to achieve the following event upon a ticket being Resolved.
RT is delivered with a global scrip for Resolved using a delivered
Template for Resolved.
Assumption is that a scrip can only have a single template assigned and
therefore I would need several Resolved scrips/templates with specific
conditions. I am assuming if the condition is not met then it would do
nothing and try the next scrip.
I tried to establish a Global CF for all Queues. This CF would have a
Resolved Template value available to be set at the Queue Level.
When a ticket is resolved I would have a global scrip with a user
defined condition to determine if the ticket status was resolved AND if
the value of the Queue CF for which Template to use was equal to the
scrip/template I am in then perform the notification to requestor else
move onto the next Resolve scrip.
I know it sounds crazy but we want to offer custom messages/surveys
depending on which Queue it is resolved.
I have had success using CF's involving ticket transactions but have hit
the wall trying to get this to work. I am trying to avoid having a
separate resolve scrip/template established for each queue. We have 92
Queues which will have a group of 5-6 possible resolved scrip/template
options since that is the number of different groups using it at our campus.
If you only have 6 possible e-mail responses, it is reasonable to do the
queue checking with code in the template itself using if(){}elsif(){}
blocks. I do this quite a bit. I wouldn't recommend it for a a lot of
different e-mail responses though.
Gene
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Re: [rt-users] Scrip check body of email for text
Hi Kevin, Check out the /m modifier. This should match what you are specifying (which is different from your example, by the way): $Transaction-Content =~ /^RMA.*has been received$/m The /m tells perl to treat the string as multiple lines and the ^$ anchors match the beginning and end of any line in the string. Your specification (and my suggestion) does not match your example because the example line ends with rather than d. If you want trailing spaces to be Ok in the line, use received\s*$ instead of received$. A line that ends with received. will not match, though. If all you want is RMA at the beginning and followed by has been received somewhere on the same line, then you could use received.*$ instead. That would allow anything to follow received and still match. Have fun! Regards, Gene Kevin Squire wrote: I am modifying the scrip found at http://www.gossamer-threads.com/lists/rt/users/70038#70038 posted by gle...@- and could use some help The original, true if e-mail contains 'ok' $Transaction-Content =~ /\bok\s/i; I need to make it true IF a line (any line - 1st, 2nd, etc) starts with RMA and ends with has been received An example line is: RMA-47767-1 has been received (This email is coming in from a third party, that I do NOT have much control over their setup... so there may or may not be a space at the end of the line, and I can't not control if it is the 1st line or not - it always appears as the first line of TEXT .. but I am pretty sure their system is adding a extra blank line or two at the beginning of the body) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Conditionally prevent logging a ticket creation
Hi All, In my OnCreate scrip, I check to see whether I really want this ticket to be created based on various criteria in the message headers. RT creates the ticket before the scrip runs, so if I decide that I don't want it, I trigger another scrip that deletes the ticket. Not real elegant, but it does the job. My delete scrip logs that the ticket got deleted, but the RT generates its own log entry that the ticket was created. So my rt.log ends up looking like this: Ticket #1219 from x...@abc.com deleted. ((eval 475):5) Ticket 1219 created in queue 'beer' by x...@abc.com (/path/to/rt/lib/RT/Ticket_Overlay.pm:754) The first log entry is mine documenting the ticket deletion. The next one is RT's documenting the ticket creation. This can be confusing, so I'd like to stop RT from making that final log entry if I can. I'm guessing that RT is using a stack to keep track of log entries, so the first transaction (the ticket creation) ends up at the bottom of the stack and gets written to the log after my manual log entry from the OnCreate scrip. Can I pop it off the stack so that it just goes away or make my ticket deletion log entry be written after RT's ticket creation entry (pop, $RT::Logger-info(), push)? Thanks, Gene ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How to call code in RT_SiteConfig.pm?
Solving my own problem, but not really answering my own question...
Since I'm trying to call the subroutine from a user-defined action in a
scrip, I added package RT::Action::UserDefined; before the subroutine
header so that it's in the same context as the scrip.
My question still stands, however. What package name would code in the
RT_SiteConfig.pm file be referenced as?
Regards,
Gene
Gene LeDuc wrote:
Hi All,
I've put a small subroutine called EmailInMyDomain() into my
RT_SiteConfig.pm file. How do I call it from a scrip? I get an error
when I try calling it like:
if ( EmailInMyDomain($email) ) { }
(Undefined subroutine RT::Action::UserDefined::EmailInMyDomain ...)
Appreciate any help you can give me on this.
Regards,
Gene
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[rt-users] How to call code in RT_SiteConfig.pm?
Hi All,
I've put a small subroutine called EmailInMyDomain() into my
RT_SiteConfig.pm file. How do I call it from a scrip? I get an error
when I try calling it like:
if ( EmailInMyDomain($email) ) { }
(Undefined subroutine RT::Action::UserDefined::EmailInMyDomain ...)
Appreciate any help you can give me on this.
Regards,
Gene
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[rt-users] Prevent ticket creation when RT is not To: addressee
Hi All, I'd like to prevent ticket creation when an incoming e-mail does not have one of RT's addresses as a To: address. In other words, if a ticket gets to RT only because of a Cc: or Bcc:, I don't want a ticket to be created. The problem this solves for me is I get a lot of spurious tickets created by Reply-All e-mails. What I've done in the past is use an OnCreate scrip to determine whether the ticket should have been created, and then delete it if it's bogus. This approach gets rid of the ticket, but it still clutters the database and increments the ticket ID with each bad ticket. I've looked at the wiki and searched a couple years of rt-users messages, but haven't found an answer. So I'm ready to roll my own. Before I do, though, I have some questions: 1. Has this already been done and is the code out there somewhere? 2. Does RT know what addresses are assigned to it? (Since incoming mail is handled by the MTA and only the queue name is passed to rt-mailgate, my guess is No, but it's worth asking anyway. I do know I can get the queue addresses RT uses for outgoing mail.) 3. Am I overlooking some reason I should not do this? (I've been a victim of the Law of Unintended Consequences before and would prefer to avoid it if possible.) Thanks for your insights. Gene ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Conditions in a template?
Assuming that your auto-reply template is getting control via an
on-create scrip, the owner has already been set to B before your code
runs in the template (I think RT assigns everything before the on-create
transaction is recorded). In your template code you can check the
current value of Owner and, if it is Nobody or null, set it to A (and
don't do anything if it is something else). Something like
if ( $Ticket-Owner $Ticket-Owner-Id == 10 ) { ### set owner to A }
To be more portable, you might want to compare to the actual Id() of the
Nobody user rather than hard-code in 10. On my 3.6.3 system,
Nobody is 10.
Regards,
Gene
testwreq wreq wrote:
Dear RT Gurus,
We have created cusomized Auto Reply templates for all the queues,
that overwrites the Global Auto Reply template. I am wondering if
anyone know of any documentation on customizing template with conditions?
Basically, the first few lines of my customized template is assigning a
owner 'A' to the queue, and it does not record the transaction.
This is fine when the request is generated via email. However, we are
coming accross a situation where users are generating request using the
'Ticket Create Option' of the interface and want to assign the ticket to
another staff member.. i.e. oweber 'B'. The users are able to select
owner B from the interface, but because of our customized template,
the owner is written back as A.
Is there a condition that I can use to check the previous value of owner
prior to assigning owner B?
For Eaxmple, check if Field='owner' has a value,
if yes, keep the same value and set RecordTransaction=0, ELSE
give the value as 'B' and set RecordTransaction=0
Any suggestions/hlp will be appreciated. Regards rq.
= END ===
{
### assigns owner but doesn't record transaction ### Note that $owner
needs to be the RT id for the owner object, ### not a name or e-mail
address.
my $owner = '22';
$Ticket-_Set(Field='Owner', Value=$owner, RecordTransaction=0); $OUT
.= ; }
Subject: AutoReply: {$Ticket-Subject}
This message has been automatically generated in response to the
creation of a trouble ticket regarding:
{
if ($Ticket-Subject() eq '') {
$OUT .= No Subject;
}
}
{ $Ticket-Subject() }
A summary of which ...
===
{$Transaction-Content()}
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Re: [rt-users] History of Custom Field Values kept anywhere?
Scott, look in the ObjectCustomFieldValues table. There are pointers into it from the OldReference and NewReference fields in the Transactions table. I'm using 3.6.3, but I'm guessing that the same will be true in 3.8.4. Gene Lander, Scott wrote: We accidentally changed some values in a Custom Field, and they need to be set back.I can retrieve the values from our backup, but, the question came up of if RT keeps the history for them.Poking thru the database, I see it keeps the history for tickets (table Transactions), and that it keeps most of the data for Custom Fields in the table CustomFieldValues. It keeps Creator, Creation Date, Last Updated By and Last Update Date. But, so far, I haven't found anywhere it keeps what was changed. IE, category old value, new value, like you find in the Transactions table. This would seem to be very useful information to have - especially in the case of a system audit. Am I just missing something? This in on RT 3.8.4, btw. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Send email from script
Hi Tariq, The obvious answer: You select one of the Notify actions that generate e-mail and use a template to design the e-mail. But you probably would've figured that out for yourself. If you are asking how to send an e-mail from a scrip with a user-defined action, I don't think you can. I get around this shortcoming by generating some other transaction in the script code and then use that transaction to trigger a scrip that does the Notify action. Convoluted, but it works. We don't use the Priority field in our tickets, so I use it to trigger stuff like that. Have fun! Gene Tariq Doukkali wrote: Hello, how can I send an email from a script ??? Many thanks ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] auto assign owner to queues
testwreq wreq wrote: Hello, I am new to the RT system. Can some one please tell me how should I default an owner to a queue? All the tickets were coming to the general queue when users submitted tickets using email to r...@domain.com mailto:r...@domain.com. I created an email alias rt-...@domain.com mailto:rt-...@domain.com with -queue as web. Now all the emailed tickets get generated in the web queue. I would like to know how I can default an owner to this queue? I wrote a simple scrip that assigns an owner to the web queue. But the problem is that RT generates a correspondence when the ticket is created with NOBODY as owner, and then it generates a second correspondence that it has assigned the ticket. I want to avoid the second communication. For this reason, I am wondering if there is a way that I can default an owner to a queue? This should work for you: 1. In your web queue, create a copy of the global notify template that the on-create scrip is using. Give it the same name as the global template. 2. Edit the new template and put a line of perl at the beginning that assigns the appropriate owner to the ticket without creating an ownership change transaction. Look on the wiki for an example that uses Set(Field='Owner',Value=$owner,RecordTransaction=0). Why this should work: Step 1 tells RT to use the web queue template instead of the global template (because they have the same name). Step 2 sets the ownerdhip of the ticket without creating a new transaction and sends out your notification. Using the RecordTransaction=0 option of the Set() call instead of the SetOwner() call prevents the ownership-change scrip from firing and sending a second notification. Have fun with RT! Regards, Gene ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Scrips actions - limiting correspondance propogation to internal users
Hi Richard, The RT::User class has a method named Privileged that might do what you are looking for. Something like this perhaps: my $Creator = $self-TransactionObj-CreatorObj; my $Privileged = $Creator-Privileged(); I use this to prevent privileged users from doing a password reset via e-mail. Gene At 07:22 AM 6/23/2009, Richard Brady wrote: Hi folks Anyone have any ideas about the unanswered question below? I think the key is to write a custom condition to identify whether the actor is a privileged or unprivileged user, but I'm not sure how I would do that? Richard 2007/6/15 Mark Royan mailto:m...@coastal-it.comm...@coastal-it.com The scrip that appears to control this is, but we are unsure how to limit it to only act when initiated by one of our user's within the system - On Correspond Notify Requestors and Ccs with template Correspondence Is there a way to limit the auto-sending of correspondence when an external user replies to a ticket? We want the external users to be able to reply to the ticket so that the content is automatically included in the ticket but we don't want that reply to be automatically forwarded per the On Correspond Notify Requestors and Ccs with template Correspondence scrip. It seems that we do need to keep this script in the system in some capacity to maintain proper handling when internal users reply to a ticket. Has anybody discovered a way to do this? Regards, Mark Royan Coastal IT Consulting, LLC http://www.coastal-it.comhttp://www.coastal-it.com -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Implementer comments in a template
Jeremy, templates use perl code, so just use perl comments:
{ ### This template is for doing something or other.
### Call me if you have any question. }
Regards,
Gene
At 07:28 AM 6/18/2009, Jeremy Winder wrote:
How do I add comments to my templates so they can be backed up or moved
from RT install to RT install with the implementation notes right in the
template?
Thanks,
Jeremy
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Re: [rt-users] Notify new users about their login information
Hi Tommy,
The database is whatever database that was decided on when RT was
installed; it has nothing to do with perl. We use MySQL for our database
and I use Toad to do my snooping. I really can't tell you anything about
your installation's database or how to access it.
Here there be dragons, lad... Pretty much everyone agrees that accessing
the database directly, instead of letting RT do the grunt work, is not
generally a great idea. I did it because I wanted to understand what is
going on behind the scenes with RT. These observations have often been
helpful, but at other times have led me down the wrong path. You should
never modify the database directly.
Gene
At 11:09 AM 5/20/2009, Thomas Fluch wrote:
thank you for your example code!
You said, that you poked aroung in the database. I guess, that this
database would help me a lot finding objects and their preferences I can
use in a custom condition or custom action. Would you tell where i can
find this database exactly so that i can try to understand perl a little?
Thank you!
Best regards, Tommy!
Gene LeDuc gle...@mail.sdsu.edu 2009-05-18 18:39
Ah, didn't realize you meant creating a user via the web. Poking around in
the database, I'd guess that something like the following might work as
your custom condition:
{ ### True when new user created via web
my $TA = $self-TransactionObj;
my $val = $TA-ObjectType eq 'RT::User'
$TA-Type eq 'Create'
$TA-CreatorObj-Id != 1;
return $val;
}
I haven't tried the above (or used ObjectType), but I think it's at least a
good place to start. The following observations are for v3.6.3. When a
user is created via an e-mail ticket, the Creator is the System user, and
the System user is #1. When a user is created via a web session, the
Creator is the logged in user, which is always #12. Set this up in a
global scrip and use a variant of the auto-password template you're already
using for tickets. If it doesn't work, throw some debug logging stuff in
and see what you get. Once you get it working, this would be a good wiki
addition!
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Security Analyst
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Re: [rt-users] Notify new users about their login information
One way to auto-assign a new user an account password is to do it via the autoreply template, no new scrips needed. There's a good example you can start with on the wiki. At 01:36 AM 5/18/2009, tommy0660 wrote: Another thing I would want to implement is, that when a new user has been created, immediately after the creation the user should be informed via email to his email-address about his login information like: -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Notify new users about their login information
Ah, didn't realize you meant creating a user via the web. Poking around in
the database, I'd guess that something like the following might work as
your custom condition:
{ ### True when new user created via web
my $TA = $self-TransactionObj;
my $val = $TA-ObjectType eq 'RT::User'
$TA-Type eq 'Create'
$TA-CreatorObj-Id != 1;
return $val;
}
I haven't tried the above (or used ObjectType), but I think it's at least a
good place to start. The following observations are for v3.6.3. When a
user is created via an e-mail ticket, the Creator is the System user, and
the System user is #1. When a user is created via a web session, the
Creator is the logged in user, which is always #12. Set this up in a
global scrip and use a variant of the auto-password template you're already
using for tickets. If it doesn't work, throw some debug logging stuff in
and see what you get. Once you get it working, this would be a good wiki
addition!
Gene
At 08:29 AM 5/18/2009, Thomas Fluch wrote:
Thanks for your answer.
I already set up the automatical creation of a username and password for
new users, but thats not what i meant.
I mean, that if I AM CREATING a new user as an admin or root via the Users
- New User interface i dont want to manually inform this user (or more
users) about their login information. If I click on create, the user
should automatically get an email with the login information.
I cant solve that issue by any templates or existing scripts, because the
condition create, which i used to inform new customers about their login
information, refers to create a ticket and not creat a user. So
actually I dont want to inform someone when he creates a ticket. I want to
inform a supporter when i create his account.
Regards,
Tommy!
Gene LeDuc gle...@mail.sdsu.edu 2009-05-18 17:23
One way to auto-assign a new user an account password is to do it via the
autoreply template, no new scrips needed. There's a good example you can
start with on the wiki.
At 01:36 AM 5/18/2009, tommy0660 wrote:
Another thing I would want to implement is, that when a new user has been
created, immediately after the creation the user should be informed via
email to his email-address about his login information like:
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
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Re: [rt-users] Templates - Acceptable Fields?
$Ticket-Owner is an object ID. Try these instead:
$Ticket-OwnerObj-RealName
$Ticket-OwnerObj-EmailAddress
At 09:46 AM 5/18/2009, Jeff Lucas wrote:
I attempted to add the following to my AutoReply template...
This ticket is owned by:
{$Ticket-Owner()}
Unfortunately, Owner() results in just the users ID (i.e. 63) which is
meaningless to most folks. Instead, I'd like to include the owner's
Name and/or email address. I do not see either in the ACCEPTABLE
FIELDS at http://wiki.bestpractical.com/view/Template_Fields.
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Re: [rt-users] Including custom field values in templates
Hi Fran,
To use the value of a custom field AoR in a template:
my $aor = $Ticket-FirstCustomFieldValue('AoR');
Regards,
Gene
At 10:45 AM 5/15/2009, Fran Fabrizio wrote:
Struggling with this one. Created a custom field called AoR which is
a Select One Value field. Applies to Tickets. Added it to my queue.
Can see and use it on the web interface no problem.
I just want to modify my standard template for On Resolve to include a
phrase like A ticket with AoR: SampleValue was just resolved but I
can't for the life of me figure out how to use the $Ticket variable to
get to the custom fields or their values.
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Security Analyst
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Re: [rt-users] default autoreply unless defined per queue - possible?
Yes, that's how it works. If there is a queue template with the same name as the global template, the scrip will use that instead of the global for that queue only. It will use the global template for all queues that do not have their own local template. It's a clever implementation. Gene At 08:44 AM 5/6/2009, Bernhard Hansbauer wrote: Hi, still not lucky so far, also due to a complete different approach before, and just to get that right - will the following solve this task? 1. create a global script for autoreplies: Description: Autoreply Condition: On Create Action: Automatic Answer to client Template: Autoreply Phase: TransactionCreate no other conditions, code or whatever 2. create a global template named Autoreply 3. in queues where necessary, create a template called Autoreply as well will this be enough to use the queue template instead of the global template for an autoreply? thanks a lot, bernhard Gene LeDuc schrieb: As Ruslan pointed out earlier, creating an Autoreply template in the queue overrides the global template. RT checks first for a queue template and uses it if one is found, otherwise it uses the global template of the same name. No need to delete or create scrips in this case. At 03:31 AM 4/30/2009, Andraz Sraka wrote: re On Thu, 2009-04-30 at 09:21 +0200, Bernhard Hansbauer wrote: using RT 3.8.2 with RTFM 2.4.0 as mentioned in the subject, i wonder if it's possible to have a default autoreply on ticket creation, _unless_ there is an autoreply defined in the queue. any hint greatly appreciated, Delete Autoreply To Requestors script in global scripts and define a new custom one: Condition: User Defined Action: Autoreply to Requestor Template: Global template: Autoreply Stage: TransactionCreate Custom condition: return($self-TransactionObj-Type eq Create $self-TicketObj-QueueObj-Name ne X ) - is your defined queue name For XXX queue you need to create new script defined in queue for example to sends out different custom reply. I hope it helps. regards, Andraz -- Bernhard Hansbauer System Administrator mailto:bernhard.hansba...@greentube.combernhard.hansba...@greentube.com - Greentube I.E.S. AG Mariahilfer Straße 47/1/102 A-1060 Wien FN 197003k, HG Wien Tel: +43 1 494 50 56 - 30 http://www.greentube.comhttp://www.greentube.com - Internet Email Confidentiality Footer Privileged/confidential information may be contained in this message. If you are not the addressee indicated in this message (or responsible for delivery of the message to this person), you may not copy or deliver this message to anyone. In such a case, you should destroy this message and kindly notify the sender by replying. Please make it known immediately f you or your employer does not consent to the medium of e-mail for messages of this kind. Opinions, conclusions and other information in this message that do not relate to the official business of my firm shall be understood as neither given nor endorsed by it. -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] default autoreply unless defined per queue - possible?
As Ruslan pointed out earlier, creating an Autoreply template in the queue overrides the global template. RT checks first for a queue template and uses it if one is found, otherwise it uses the global template of the same name. No need to delete or create scrips in this case. At 03:31 AM 4/30/2009, Andraz Sraka wrote: re On Thu, 2009-04-30 at 09:21 +0200, Bernhard Hansbauer wrote: using RT 3.8.2 with RTFM 2.4.0 as mentioned in the subject, i wonder if it's possible to have a default autoreply on ticket creation, _unless_ there is an autoreply defined in the queue. any hint greatly appreciated, Delete Autoreply To Requestors script in global scripts and define a new custom one: Condition: User Defined Action: Autoreply to Requestor Template: Global template: Autoreply Stage: TransactionCreate Custom condition: return($self-TransactionObj-Type eq Create $self-TicketObj-QueueObj-Name ne X ) - is your defined queue name For XXX queue you need to create new script defined in queue for example to sends out different custom reply. I hope it helps. regards, Andraz -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] replying to resolved notification re-opens ticket
Hi Gravy, We just disable global script #1 (On Correspond Open Tickets). You could also replace the condition with a user-defined one that includes a check for (status ne 'resolved' status ne 'rejected'). Regards, Gene At 07:53 AM 4/29/2009, GravyFace wrote: When a ticket is resolved, RT sends out a system notification, According to our records, your request has been resolved.. Being polite, our customers usually reply to our resolution emails with a thank you -- I could tell them not to, I guess, but am wondering what others in the RT community do. Not a deal-breaker, but I could see this getting annoying for us. -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] onCorrespond second scrip is ignored + business Date
Hi Julien,
This input is for Business::Hours rather than SLA (never used SLA). I use
Business::Hours both to set an appropriate due date for us (our hours are
8x5) and to generate reminders when the due date is getting close. I use
use Business::Hours; in my scripts.
Gene
At 07:53 AM 3/30/2009, jul wrote:
Hello,
I stumble on a simple problem that I cant fix since I dont know whether it
is a bug or a feature :
I use to have more than one onCorrespond scrip (I believe). Since I
installed Extension::SLA it seems that only the first scrip by Id is
called.
It seems to me that RT::Extension might have introduced that behaviour.
It may also be that I did not noticed it sooner.
However my diagnostic is that there is a 95% chance I introduced a
chair/keyboard bug. ;)
What is your opinion ?
Since I find Extension SLA quite tough to use, I was thinking of using
Business::Date in a scrip to fix Due Date in two business Day. «use» works
or do I have to play with BEGIN { } to had the INC paths ?
Thanks
--
Julien Tayon // digital craftsman // making things simpler (when possible)
--
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Re: [rt-users] TransactionObj OldValue is not working for me
Apply a liberal dose of $RT::Logger and see what turns up. I'd split your
IF into 2 pieces and then stick a logger in the gap. Something like
my $Trans = $self-TransactionObj;### because I'm a lazy typist
if ($Trans-Type eq Status)
{
### logger call to print value of -OldValue and -NewValue
$RT::Logger-debug(( . $Trans-Id . ) oldvalue is .
$Trans-OldValueval ?. , newvalue is . $Trans-NewValue);
if ($Trans-OldValue ne autoclose $Trans-NewValue eq resolved)
{
blah blah
}
}
At 12:51 PM 3/23/2009, slamp slamp wrote:
I have the following in my resolve scrip that I borrowed from the
site. I added the $self-TransactionObj-OldValue ne autoclose
portion but it does not seem to be working. Can anyone help? Basically
I don't want to get this notification if the status old value was set
to autoclose.
Condition: User defined
Action: Notify Ccs and Requestors
Template: Global resolved
Custom condition:
my $result = undef;
if ($self-TransactionObj-Type eq Status
$self-TransactionObj-OldValue ne autoclose
$self-TransactionObj-NewValue eq resolved)
{
my $trans_list = $self-TicketObj-Transactions;
my $trans;
my $num_resolved = 0;
while ($trans = $trans_list-Next)
{
$num_resolved++ if ($trans-Ticket == $self-TicketObj-Id)
($trans-Type eq Status)
($trans-NewValue eq resolved);
}
$result = ($num_resolved = 1);
}
return($result);
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Re: [rt-users] Sending a notification from a scrip custom action
Hi umm change+lists.rt, Unless this has changed in the 3.8 line, you can't use a template to send an e-mail in a custom action. The way I get around it is to use the custom action to set a trigger and then have another scrip (that uses that trigger as a custom condition) send the e-mail. In our case, we don't use the priority field of the tickets for anything else, so my custom action assigns 5 to priority when I want to send an e-mail. Then I have another scrip that sends the e-mail when the priority changes to 5. You could use almost any unused field, or you could use a custom field. Regards, Gene At 12:22 PM 3/4/2009, change+lists...@nightwind.net wrote: How would I send a notification using a template from within a scrip custom action? The users for one RT instance I'm setting up wants to allow correspondence on existing tickets via email, but not allow new tickets to be created by email (there are some important mandatory custom fields they want the user to fill out in the web interface). I've changed the default autoreply-on-create scrip to only reply for tickets not created by email, and set up a new scrip that will check for new tickets created by email and delete them. I want it to also send a notification to the ticket creator advising them to use the web interface instead. (If there's a better way to do this, I'm open to ideas) -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Retroactive scrip-ing
I think I'd write a perl script to read each ticket and then e-mail it back to RT. Not very elegant and a significant bump in your mail server's workload, but you know that they would all be treated as new tickets. This should be a pretty trivial script to write using the API. Gene At 08:14 AM 2/13/2009, Rob Munsch wrote: I have queues, CFs, scrips and such set up more or less the way i want them. For now. Until the department heads get back to me again. While configging things, i collected about 10k tickets into the General queue in various stages of completeness. Other queues weren't set up yet, CFs weren't being captured, etc. etc., so they remain in General with empty CFs. What would be the least-painful way of running all 10k of them thru the system as if they were being created, i.e. having all scrips apply to them now that we would have wanted when they came it? Thanks, Rob -- /chown -R us:us /yourbase ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Create standard request forms with RT
We use web pages to do this. User goes to DNS request page, fills in form, php does some sanity-checking on the data, data gets formatted and mailed to RT, RT creates ticket in DNS queue. Repeat for e-mail aliases, firewall rules, etc. Gene At 10:05 AM 2/13/2009, L B wrote: Hello all, I use RT 3.8.2. People are creating tickets to request things, and sometimes they forget some details. I would like to create a set of standard request forms, ideally somewhere in RT, that will create tickets with a summary of the details. Exemple : request for an DNS entry will create a ticket in the DNS queue, with me as an owner and with this content : FQDN: something.bestpractical.com IP: 10.1.1.1 TTL (optionnal): 3600 Description: new website for something For example. This is filled in by the user in a form, the ticket can be created with the rt command line, command by email, or anything else. I have more complex requests, for example a request for a new server, that will create a ticket new server, with childs such as install physically the server, request an IP, configure the DNS etc... And I'll consider the server installed when all the child will be resolved. My problem is which tool can I use to create these forms ? Is there something for this in RT or should I use something else ? -- L.B. -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Fwd: Retroactive scrip-ing
If you speak perl, I'll be happy to send you a copy of a script we use that would illustrate getting ticket info using the API. If you don't speak perl, then I wouldn't recommend learning it with this script or this project. At 02:17 PM 2/13/2009, Rob Munsch wrote: On Fri, Feb 13, 2009 at 1:48 PM, Drew Barnes barne...@ucrwcu.rwc.uc.edu wrote: use the API to re-run those transactions I have to confess, after some time googling and looking over the wiki, that i cannot figure out how to do that :(. -- /chown -R us:us /yourbase -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Scrip to selectively autorespond?
Hi Atro, Why not change the script condition that launches the AutoReply so that it's a user defined condition that checks for the common bulk headers in addition to the create condition? Regards, Gene At 05:28 AM 12/7/2008, Atro Tossavainen wrote: I was wondering if anybody has already dealt with the issue of RT either autoresponding to all incoming messages or not autoresponding to any at all. Specifically, I'd like to try to implement recommendations of RFC 3834 in the autoresponder - such as, if RT gets mail from another auto- responder that is easily identifiable as such, to stop generating loops. Any pointers will be welcome. -- Atro Tossavainen (Mr.) / The Institute of Biotechnology at Systems Analyst, Techno-Amish / the University of Helsinki, Finland, +358-9-19158939 UNIX Dinosaur / employs me, but my opinions are my own. URL : http : / / www . helsinki . fi / %7E atossava / NO FILE ATTACHMENTS -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Changing Password
Give ModifySelf permission to Unprivileged. At 07:34 AM 11/4/2008, Darvin Denmian wrote: Hello List, i need to know: there is a way to unprivileged users change their own password? Thks !! ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] help with scrip
Hi Violetta,
I've been on vacation so I didn't see your message until today. I'm
confused by your mail because there was no unless clause in any of the
code that I saw or suggested. The snippet you included doesn't have one
either - it's a simple if conditional:
if ( A ! (B || C) ) {
do_this;
and_this;
}
Where is the unless clause coming from?
Gene
At 11:53 PM 10/19/2008, Violetta Wawryk wrote:
Hi Gene,
good idea, thanks. But didn't work either. The scip is than always
applicable and always applies the customfield which it should not do. *args*
I also tried unless, but than I get the errormessage:
Scrip 17 IsApplicable failed: syntax error at (eval 950) line 1, near
-Subject unless
So I guess this strange perl doesn't know unless.
Somehow I cannot believe that noone ever tried something like this.
Frustated Greetings
Violetta
Gene LeDuc schrieb:
Hi Violetta,
Try this:
if ( $self-TransactionObj-Type eq Create
! ( $self-TicketObj-Subject =~ /proje[c|k]t: /i ||
$self-TicketObj-Subject =~ /akut: /i ) )
Regards,
Gene
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Re: [rt-users] help with scrip
Hi Violetta, Try this: if ( $self-TransactionObj-Type eq Create ! ( $self-TicketObj-Subject =~ /proje[c|k]t: /i || $self-TicketObj-Subject =~ /akut: /i ) ) Regards, Gene At 02:59 AM 10/17/2008, Violetta Wawryk wrote: Hi, if ($self-TransactionObj-Type eq Create ($self-TicketObj-Subject !=~ /[P|p]roje[c|k]t: / || $self-TicketObj-Subject !=~/[A|a]kut: / ) ) I'm pretty sure that is a higher precedence than ||, so the result without parentheses would be the same as ( ( A B ) || C ) instead of ( A ( B || C )) which is what you described. I understand that now. Thank you. But I found out my scrip is not working because of the wrong regex. $self-TicketObj-Subject !=~ /[A|a]kut: / -- doesn't work $self-TicketObj-Subject !~ /[A|a]kut: / -- doesn't work what would be the right expression to make it negative? $self-TicketObj-Subject =~ /[A|a]kut: / -- does work for positiv Thanks Violetta -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Template to include name of person who performed last action
You probably want the creator of the transaction: $self-TransactionObj-CreatorObj-RealName At 10:59 AM 10/17/2008, Helmuth Ramirez wrote: Content-class: urn:content-classes:message Content-Type: multipart/alternative; boundary=_=_NextPart_001_01C93082.0B746043 Ive searched around for this, but Im not sure I am searching the right keywords. Here is what we would like to do: We have a scrip that runs when someone changes a custom field to a particular value. That triggers an e-mail to be sent based on a template. I figured out how to include the value of the custom field, but what is the format to include the name of the person who performed the action to change this value? Does that make sense? Essentially, I would like to be able to pull the name that shows up in the audit logs JoeSmith comments added, JoeSmith Status changed , etc. Thanks everyone! Helmuth -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Template to include name of person who performed last action
Put curly braces around the perl stuff:
Updated by: {$self-TransactionObj-CreatorObj-RealName}
At 12:58 PM 10/17/2008, Helmuth Ramirez wrote:
Thanks Gene,
Although I'm clearing doing something wrong. I am putting the following
in my template:
Updated by: $self-TransactionObj-CreatorObj-RealName
But the name doesn't show up, just the line I put in the template :(
Thanks
-Original Message-
From: Gene LeDuc [mailto:[EMAIL PROTECTED]
Sent: Friday, October 17, 2008 2:06 PM
To: Helmuth Ramirez
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Template to include name of person who performed
last action
You probably want the creator of the transaction:
$self-TransactionObj-CreatorObj-RealName
At 10:59 AM 10/17/2008, Helmuth Ramirez wrote:
Content-class: urn:content-classes:message
Content-Type: multipart/alternative;
boundary=_=_NextPart_001_01C93082.0B746043
I've searched around for this, but I'm not sure I am searching the
right
keywords. Here is what we would like to do:
We have a scrip that runs when someone changes a custom field to a
particular value. That triggers an e-mail to be sent based on a
template. I figured out how to include the value of the custom field,
but
what is the format to include the name of the person who performed the
action to change this value? Does that make sense? Essentially, I
would
like to be able to pull the name that shows up in the audit logs
JoeSmith
- comments added, JoeSmith - Status changed..., etc.
Thanks everyone!
Helmuth
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Re: [rt-users] help with scrip
Actually I think you should put the || phrase in parentheses like so: if ($self-TransactionObj-Type eq Create ($self-TicketObj-Subject !=~ /[P|p]roje[c|k]t: / || $self-TicketObj-Subject !=~/[A|a]kut: / ) ) I'm pretty sure that is a higher precedence than ||, so the result without parentheses would be the same as ( ( A B ) || C ) instead of ( A ( B || C )) which is what you described. At 08:31 AM 10/16/2008, Violetta Wawryk wrote: my code looks like this: if ($self-TransactionObj-Type eq Create $self-TicketObj-Subject !=~ /[P|p]roje[c|k]t: / || $self-TicketObj-Subject !=~/[A|a]kut: / ) --snip-- sorry, for bothering you. it actually works, the problem was something else in my code which prevented my scrip to run through. Bye Violetta -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.8 - Ignore some email messages
Hi Felipe, If RT gets the message, it will always create the ticket, but you can use an OnCreate scrip to delete it ( $self-TicketObj-SetStatus(Deleted) ) if the subject line meets your criteria. If you don't want a ticket to be created at all, you probably need to keep it away from RT altogether. Blocking it before RT gets it will also reduce the number of users and groups cluttering up your database. That said, I don't know how to block it with your mail software. Regards, Gene At 09:09 AM 10/3/2008, Filipe José Silva Clemente wrote: Hi, I dont want RT to create new tickets ID if the subject message contains the expression we used in our old helpdesk response software. How can i do this? Ignoring the messages with fetchmail? (is this possible?) By script telling RT to not create an incident to those messages? (RegEx?) Any code samples? Ideas? TIA, Filipe Portugal -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Auto assign of ticket to Open if taken by user
Hi Johann,
Sorry to jump into your thread late, but another option is to use a scrip
that fires when a ticket is taken and have it change the ticket status to
Open. If the following code syntax isn't quite right, it should be close
enough to figure out.
Scrip condition: User Defined
if ($self-TransactionObj-Type eq Take) {
return 1;
} else {
return undef;
}
Scrip action: User Defined
{ $self-TicketObj-SetStatus(Open); }
Regards,
Gene
At 02:14 PM 10/2/2008, JohannS wrote:
Hi Emmanual.
Would i have to change this line on each section I find with the same code
or are there only a specific section where this code has to change?
Thanks
Johann
Emmanuel Lacour wrote:
On Mon, Sep 29, 2008 at 06:21:30PM -0400, Johann Stander wrote:
Hi.
I have been trying to figure out to automatically change a ticket status
to open as soon as the take button has been selected by a user.
All users seems to forget to also click on the Open button after they
click the take button which causes reporting problem.
Here I made a TakeOpen link by editing html/Ticket/Elements/Tab and
modify it like this:
before:
path = Ticket/Display.html?Action=Takeid= . $id,
after:
path = Ticket/Display.html?Action=TakeStatus=openid= . $id,
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Re: [rt-users] Auto assign of ticket to Open if taken by user
Hi Johann,
Scrips are created in either the Queues or Global areas under the
Configuration menu in the Web GUI. You would create it in the queue that
you want it to apply to, or, if you want this behavior in all of your
queues, as a global scrip.
I borrowed the book from the school library while I was installing
RT. This was a couple of years and many brain cells ago, but I do remember
that the book was pretty helpful in getting to understand scrips,
templates, and the basics of ticketing systems. It was still a pretty
steep learning curve for me, though.
Regards,
Gene
At 04:00 PM 10/2/2008, JohannS wrote:
Hi Gene.
Not a problem at all, I always welcome some extra information.
This might sounds stupid but where will I be able to add this script for RT
when a ticket is created?
Do you perhaps have the RT book and is it worth getting now that the newer
version of 3.8.1 is out?
Thanks
Cheers
Johann
Gene LeDuc wrote:
Hi Johann,
Sorry to jump into your thread late, but another option is to use a scrip
that fires when a ticket is taken and have it change the ticket status to
Open. If the following code syntax isn't quite right, it should be close
enough to figure out.
Scrip condition: User Defined
if ($self-TransactionObj-Type eq Take) {
return 1;
} else {
return undef;
}
Scrip action: User Defined
{ $self-TicketObj-SetStatus(Open); }
Regards,
Gene
At 02:14 PM 10/2/2008, JohannS wrote:
Hi Emmanual.
Would i have to change this line on each section I find with the same code
or are there only a specific section where this code has to change?
Thanks
Johann
Emmanuel Lacour wrote:
On Mon, Sep 29, 2008 at 06:21:30PM -0400, Johann Stander wrote:
Hi.
I have been trying to figure out to automatically change a ticket
status
to open as soon as the take button has been selected by a user.
All users seems to forget to also click on the Open button after
they
click the take button which causes reporting problem.
Here I made a TakeOpen link by editing html/Ticket/Elements/Tab and
modify it like this:
before:
path = Ticket/Display.html?Action=Takeid= . $id,
after:
path = Ticket/Display.html?Action=TakeStatus=openid= . $id,
--
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Security Analyst
San Diego State University
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Re: [rt-users] notify by queue change
Robert, if the AdminCC is the one who does the queue change, RT will not send him or her an e-mail unless you have NotifyActor set in your RT_Siteconfig file. Regards, Gene At 10:22 AM 9/30/2008, Robert Keidel wrote: I try to get a notify mail to all queue members as soon a new ticket comes in. I believe I found it somewhere in the wiki and I created a scrip that notifies AdminCC. Condition: On Queue Change Action: Notify AdminCC Template: Global Template Transaction Stage: TransactionCreate I can see in the message log that it will notify AdminCC since Scrip 18 is the scrip I created, but in my mail.log file of the postfix stays empty. No out going email. Here is the part from the message log: Sep 30 10:18:20 testlinux RT: mailto:[EMAIL PROTECTED][EMAIL PROTECTED] #635/8243 - Scrip 18 QueueTransfer (/opt/rt38/bin/../lib/RT/Action/SendEmail.pm:302) Sep 30 10:18:20 testlinux RT: mailto:[EMAIL PROTECTED][EMAIL PROTECTED] No recipients found. Not sending. (/opt/rt38/bin/../lib/RT/Interface/Email.pm:338) Any help would be much appreciated. Robert Keidel -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.8 - Create New ticket when a requestor send an email with a resolved ticket
Hi Felipe, This sounds interesting. I think I would try stripping the ticket info from the incoming e-mail (subject line and header line) and then forward it to an address set up for the predetermined queue. So... 1. Incoming e-mail triggers the scrip. This is the easy part. 2. Modify the subject line to remove the ticket reference. Not hard to do. 3. Remove the RT-Ticket: header. I don't know how to do this, but I'm sure it can be done. 4. Forward the message to the other queue's address without adding an RT-Ticket: header or putting the ticket info into the subject line. I came up with one way to do the subject line part a while ago (http://wiki.bestpractical.com/view/SendEmail). Blocking the RT-Ticket: header will probably require some digging into RT's code, but it shouldn't be Really Hard if you are comfortable with perl. 5. RT receives the e-mail and creates a new ticket in the other queue. This is the easiest part because it's what RT already does! Not trivial, but you'll learn a lot about RT if you pull it off. Or, if you're lucky, someone else will post a much easier way to do this. Regards, Gene At 03:12 PM 9/30/2008, Filipe José Silva Clemente wrote: Hi, I want RT 3.8 to create a new ticket on a predefined queue when a user reply by email to a resolved ticket. The new ticket must have in the subject Reopen: and the new ID. An email must be sent automatically to the requestor informing the new ID. Does anyone have a script with this functionality? Any links or clues? TIA, Filipe Portugal -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] OnQueue change script
Hi Filipe, Your first question is a pretty simple thing to do. Create an e-mail template in your helpdesk queue that has the text of the e-mail you want the user to get (make sure you leave the first line of the template blank). Create a new scrip in the helpdesk queue. Select On Queue Change for Condition. Select Notify Requestors for Action. Select the template you just created for Template. That's it! If I'm not mistaken, you don't have to do anything for things to work the way you describe in your second question. As long as the ticket number stays in the subject line, it should get added to the ticket history when the external group replies to the e-mail that your helpdesk forwarded. Regards, Gene At 03:13 PM 9/29/2008, Filipe José Silva Clemente wrote: I have a queue called Entrance where the RT puts all emails received by my helpdesk email address. This queue doesnt send an automatic ticket ID email to the requestor. I have another queue called helpdesk used for the work team to move tickets from entrance to helpdesk. I want to send an email to the requestor notifying the ticket ID only when my team moves the ticket from the queue entrance to the queue helpdesk. Do u have any acript to do this? Any clues or website links? Another question: My helpdesk team forwards a ticket by email to an external support team. Then i want the external support team to comment the ticket and send it back by email to RT and be added to the ticket history. What is the best way to implement this? TIA, Filipe Clemente Portugal -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] email sender not ticketowner in template correspondence
Hi Bertel,
It sounds like you want to use the Transaction Creator instead of the
Ticket Owner. Try using
$Transaction-CreatorObj-EmailAddress()
Gene
At 02:05 AM 9/16/2008, Alro Group wrote:
Hi all,
At this moment i have this template:
RT-Attach-Message: yes
Helpdesk Correspondent: {$Ticket-OwnerObj-EmailAddress} (Tel.:
{$Ticket-OwnerObj-WorkPhone})
{$Transaction-Content()}
--
{$RT::WebURL}Ticket/Display.html?id={$Ticket-id}
{$Ticket-OwnerObj-EmailAddress} gives me the email address of the
ticket owner, but I want to use the email address of the person who is
actually entering an answer.
Can someone help me with this?
Is there a list available online of variables I can use in the template
changer?
Best regards,
Bertel
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Re: [rt-users] scrips/template issue
Hi Robert, If you are both the requestor and the person who resolves the ticket, by default you won't get an e-mail. By default, RT never (except for autoreply) sends the person who does the transaction an e-mail because it assumes you know what you did. To change this behavior, set the NotifyActor variable in your RT_Siteconfig file to 1 and restart your web server. I you are testing this with a ticket where the resolver and requestor are different, then there's a different problem. Regards, Gene At 10:54 AM 9/16/2008, Robert Keidel wrote: Hello, I have an issue with the scrip/template on resolve. I changed the original template of that scrip with a template I wanted to use. Unfortunately it did not work, it did not send out an email on resolve. So I went back to the template what worked before just fine, but RT is still not sending out any email when I resolve a ticket. What did I do wrong? I hope you guys understand what I try to explain here. I also tried to enable logging in RT_SiteConfig.pm to see what is going on, but that did not work either. I am running on Ubuntu 8.04 server; mysql5; apache2; fastcgi and the RT version is http://3.6.6.3.6.6. Thank you for any clue you can give me. The scrip and template: Description: empty Condition: On Resolve Action: Notify Requestors Template: Global template: Resolved Stage: TransactionCreate The template: Name: Resolved Description: Ticket Resolved Content: Your request has been completed If you have any further questions or concerns, please respond to this message. The IT Service Team -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Email works for AutoReply, and Forwarding but not Resolve or Reply
Hi Janice, If the person creating the transaction is the requestor, then by default RT will not Reply (even if the selected action is Reply to Requestor); that seems to be one of the main differences between Autoreply and Reply. If your case is not one where the requestor is the transaction creator, then this doesn't apply to you. Otherwise... You can change this behavior by setting the NotifyActor variable in your RT_SiteConfig file: Set($NotifyActor, 1); Regards, Gene At 02:28 PM 9/10/2008, Janice Myint wrote: Working on RT 3.8.0 with a fresh install. Everything seems to be working like a creating a ticket, change status etc. However, when I change the update type to Reply to Requestors, no email is sent, even though the autoreply and forward emails work. Seems like a config issue but I can't seem to find out where to set it. Looking for any advice on where to look. -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How to get RT to use Reply-To for returned emails
Hi John,
It's possible to access the headers of the original e-mail in an on-create
scrip and then change the requestor to whatever is found in the reply-to
header. You would have to create a new user for the reply-to address if
that user does not already exist. You might end up with a bunch of bogus
users unless you also delete the original requestor/user after changing to
the new one because RT creates the user before the on-create trigger
happens (you might have to shred it, I'm not sure). And if there is no
reply-to header then obviously you wouldn't change the requestor. Doing
this might present some surprise gotchas as well, so be prepared.
Another thought is to change the requestor's userid to the reply-to
address. This seems like it would be cleaner, but I've never done it and
don't know whether it is feasible. If the user already exists, then you
change the requestor to that user. You still need to delete any bogus user
that gets created.
I think this will get you the Reply-To header:
my @ReplyTo =
$self-TicketObj-Transactions-First-Attachments-First-GetHeader('To');
but you might be able to simplify it to:
my @ReplyTo =
$self-TransactionObj-Attachments-First-GetHeader('Reply-To');
Give it a shot and have fun!
Regards,
Gene
At 11:27 AM 9/8/2008, John BORIS wrote:
In my setup my users are sending emails to RT from a machine where their
email address isn't valid. It is hard to explain. The corporate email
address for my users is not the same as their login and email address on
the server where the email is originating. We use Mutt as the client.
The emails are sent from inside a program the user is running.
It is like this
User's login to server: joed
email address on that server: [EMAIL PROTECTED]
Corporate email is [EMAIL PROTECTED]
REPLY-TO [EMAIL PROTECTED]
The user sends the email to RT from the application on the server. Mutt
sends the email to RT and RT takes it and processes it. It correctly
adds the ticket to the proper Queue but it then sends the reply back to
the From address not the REPLY-TO address. This reply is then refused by
the local server.
Is there a way to have RT use the REPLY-TO field for replies instead of
the From field? Or is the REPLY-TO field not set in all email clients?
I hope I gave enough info.
TIA
John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!
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San Diego State University
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Re: [rt-users] Delayed scrip
Hi Jerrad, Easy: Sort of Elegant: Nope One way to do this is to create a custom field (or use an unused field) for the queue. Your on-create scrip puts some Needs to be acknowledged value into the field. You create a blank template in your queue named AutoReply so no on-create mail gets sent for this queue. Then you use a cron script to harvest the tickets that have the Needs to be acknowledged value set in the custom field, send the e-mails, and then delete the custom field value so you don't send a dupe the next night. Should work and shouldn't be too tricky to set up. Not pretty, though, and definitely not elegant. Regards, Gene At 11:54 AM 8/29/2008, Jerrad Pierce wrote: Hey all, Is anyone aware (nothing on wiki or archives that I could see) of an easy/elegant way to purposefully delay the delivery of OnCreate messages? We're using RT to accept new clients, but then are syncing the data with our call center on a nightly basis, so we want to wait until that happens before notifying the user... Thanks! -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Design/usage question
Hi Jerrad, I used a custom field to emulate custom states for a process that required a ticket to change queues several times. A certain request comes in to the security office and they create a ticket in their queue. A scrip immediately moves the ticket into the network queue where it prompts the techs to kill the user's network connection. They do so and record their action, which causes the ticket to return to the security queue and stall itself. User notices that he is no longer on the network so he starts calling around and eventually ends up talking to security. Security sends him a letter and updates the ticket, the ticket stays stalled. When user signs and returns the letter, security notes it and the ticket goes back to the network queue where the techs are prompted to restore the connection. They do so and record the action, which causes the ticket to return to the security queue where it sits until security reviews it and marks it resolved. At each step the custom field gets changed by a person, a scrip, or a template, and this change triggers the next action. It's clunky, but it works well for us. It may not be the best answer for your situation, but it is something to consider. We are using 3.6.3, so there might be better ways to do this in 3.8 that I don't know about. Regards, Gene At 07:47 PM 8/24/2008, Jerrad Pierce wrote: I have users who want to use RT to track an elaborate multi-step process, namely to determine how far-along individual projects are. Does anyone have any experience with this, or recommendations for doing so? The original idea was for the creation of a ticket in the queue to spawn the creation of child tickets for every step in the process. I fear this will be rather cumbersome, and may result in correspondence being spread across far too may tickets. I've since been considering a (multi)select CF, but it seems like it'd be rather easy to ignore, and we already have over two dozen CF on these tickets. Custom states are another possiblity, but there are 12 steps, and that seems extremely unweildy. Thanks in advance, Jerrad -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Global scrips/templates vs queue specific scrips/templates
Hi Jason, Unless things have changed radically between 3.6.5 and 3.8, if a global scrip is enabled it will always run when the trigger conditions are met; you can't turn a global scrip off for specific queues. Templates work differently, though. A global template (like Autoreply) can be overridden in a queue by creating a template in the queue with the same name as the global template. RT will see the template in the queue and use it instead of the corresponding global template. Regards, Gene At 08:19 AM 7/31/2008, Jason Doran wrote: Hi, RT has global scrips that apply to all queues. Is there a way to leave these scripts completely alone and simply to stop a global script from running on a specific queue? For example we have the following global scrip:- Description:On Create Autoreply To Requestors Condition: On Create Action: Autoreply to Requestors Template: Global template: Autoreply Stage: Transaction Create Suppose I have a queue that I want a slightly different Autoreply on. How do I set things up so that all other queues get the standard Autoreply, but a specific queue gets a different scrip/template only. At the moment I get *two* emails when I submit to this other queue. One from the global script/template and a queue specific one. Is this even possible or is there a better way to do this? I know I could disable the global script, but then I would have to have an Autoreply setup for all other queues. Any help or just some pointers would be great. I am still getting my head around how RT works and I don't want to make silly workflow decisions before rolling this out. Regards, Jason Doran, National University of Ireland, Maynooth ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Send AdminCc notify email from inside custom action?
Hi Dan, The only way I was able to figure out to send an e-mail as part of a user-defined action scrip is to have the scrip that does the user-defined action also set a value in another field, and have that field change trigger a Notify scrip. We don't use ticket priorities here, so I use the priority field to control process flow (I've also done the same thing using a custom field). In your case, I'd have your scrip add someone to the ticket's admincc group and then set a value in a CF called Flow. Then I'd create another scrip that triggers when Flow changes to that specific value; this scrip would do the notification. I'm sure there are more elegant ways to do this, but I never found them and this works for us. Regards, Gene At 08:12 AM 7/18/2008, Dan Lowe wrote: I have been looking to implement automatic Cc adds for new users copied into threads, taking the code here and adapting it: http://wiki.bestpractical.com/view/AddWatchersOnCorrespond#http://wiki.bestpractical.com/view/AddWatchersOnCorrespond# I have created 2 custom scrips based on that, one that triggers on Create and another on Correspond. (I am not using $ParseNewMessageForTicketCcs because I only want this on specific queues). The add-Cc's function is working perfectly. However, we like to generate an email notify whenever we have made a change to a ticket's state. I am trying to find a way to generate an AdminCc notification that one or more Cc's were added to the ticket, and I would assume that needs to happen within the custom action cleanup code, after the Cc-add processing has been finished. I've looked around on the wiki, Google, and looked through O'Reilly's RT Essentials book on Safari Online, but I can't see a way to make this happen. I've tried getting the AdminCc list with code similar to this: $adminccs = $self-TicketObj-AdminCcAddresses; But I get a blank return using that. I've also tried using RT::User-new and grabbing data from the returned object, but I get Perl errors about the method not being implemented (even if I use RT::User). All I really need is either a way to get the admincc list, and then a way to send an email, or a packaged-up method that knows how to get the admincc list itself, that I can pass a message text to. Does such an animal exist? Thanks in advance for any help. I feel like I'm beating my head against a wall at this point. Dan -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Changing Queue reference in emails
Hi Kevin, I think that's the purpose of the fields on the Basics tab when editing a queue's configuration. For instance, in my Support queue the Description is Support Requests and the Reply Address is [EMAIL PROTECTED]. Replies to tickets are from Support Requests [EMAIL PROTECTED]. Regards, Gene At 03:20 PM 7/14/2008, Kevin Freels wrote: Greetings! I would like the response emails (comment, reply) to reflect the queue that they're generated from, not the RT instance. We have multiple queues, and I think it will get confusing to have the messages say I.T. Support when the ticket generated is actually from the Engineering queue. How is this done? Do I need to create a whole new series of templates for each queue? Thanks, as always k -=-=-=- Kevin Freels Director of Information Technology Sendmail, Inc. [EMAIL PROTECTED] 510/594.5572 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Reminder Emails
Hi Bill, I do something kind of like that. When a ticket is created in a queue that I want reminders sent on, I have an OnCreate scrip put a value into a CF named 'NagDays'. This value determines when reminders should be sent on each ticket (send reminder if now() is within NagDays of DueDate). If NagDays is empty then no reminder is sent. The reminders are sent from a perl script that runs via cron. I started with a script I found on the wiki, but then modified it quite a bit to use Business::Hours, individual (per ticket) NagDays values, logging of reminders, etc. If you only want to do it for specific tickets (rather than every ticket in a queue) then leave out the OnCreate scrip and manually put a value into the NagDays CF for each ticket that you want reminders sent for. I usually set NagDays to 2 for queues in which I use reminders so that 2 days before the due date the owner and adminccs start getting reminded that the due date is approaching. If the ticket is past due then I change the wording of the nag message. If you want, I'll be happy to send you the script (I think I sent it to the list sometime last year). Regards, Gene At 10:46 AM 7/9/2008, Candelario, Bill wrote: Would it be possible to send a reminder on a specific ticket. What I'm trying to accomplish is, on creating a ticket, setting a reminder (as in MS Outlook) that would notify me via email. If I set a reminder for 1 week from today to do a task, I would want to be reminded on that day. Thanks, Bill -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Reminder Emails
The trigger for generating a reminder is a value in a custom field named NagDays. That value can be set via an OnCreate scrip (which is the way I do it) or manually by a user via the RT webgui. If NagDays doesn't exist or doesn't have anything in it, then the ticket is ignored. I'll send you the perl script off-list. Gene At 12:02 PM 7/9/2008, Candelario, Bill wrote: Thanks, Gene. If you don't mind sending the scrip, sure. In reading how you set the reminders, is this only when creating tickets? What I mean is, can other owners set the reminders after the ticket is created? -Bill -- From: Gene LeDuc [mailto:[EMAIL PROTECTED] Sent: Wednesday, July 09, 2008 2:40 PM To: Candelario, Bill Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Reminder Emails Hi Bill, I do something kind of like that. When a ticket is created in a queue that I want reminders sent on, I have an OnCreate scrip put a value into a CF named 'NagDays'. This value determines when reminders should be sent on each ticket (send reminder if now() is within NagDays of DueDate). If NagDays is empty then no reminder is sent. The reminders are sent from a perl script that runs via cron. I started with a script I found on the wiki, but then modified it quite a bit to use Business::Hours, individual (per ticket) NagDays values, logging of reminders, etc. If you only want to do it for specific tickets (rather than every ticket in a queue) then leave out the OnCreate scrip and manually put a value into the NagDays CF for each ticket that you want reminders sent for. I usually set NagDays to 2 for queues in which I use reminders so that 2 days before the due date the owner and adminccs start getting reminded that the due date is approaching. If the ticket is past due then I change the wording of the nag message. If you want, I'll be happy to send you the script (I think I sent it to the list sometime last year). Regards, Gene At 10:46 AM 7/9/2008, Candelario, Bill wrote: Would it be possible to send a reminder on a specific ticket. What I'm trying to accomplish is, on creating a ticket, setting a reminder (as in MS Outlook) that would notify me via email. If I set a reminder for 1 week from today to do a task, I would want to be reminded on that day. Thanks, Bill -- Gene LeDuc, GSEC Security Analyst San Diego State University -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Disabling autoreplies for one (or a minority of) queues?
Hi Howie, To disable autoreplies, create a blank template in the desired queue(s) and name it Autoreply. Regards, Gene At 05:27 AM 7/7/2008, Howard Jones wrote: I have a need to stop autoreplies for a couple of queues in our RT system. I've found a couple of posts suggesting that creating a queue-specific 'Correspondence' template that's blank will disable autoreplies, but all I get is the normal global autoreply. Looking at RT::Action::Autoreply, I don't see anything that looks at the content of the template either, but I'm not too familiar with RT's guts. Is there some other part of this trick that I'm missing? (this is RT 3.6.4 on CentOS 4 with MySQL 4.1) Thanks for any pointers, Howie -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT Ticket creation
The most common way I've seen this done (user data - php form - RT ticket) is to have php do a sanity check on the form data and then e-mail it to RT. If you want the data shoved into custom fields, you can have an OnCreate scrip in RT do it and you never have to touch the database. Regards, Gene At 05:50 AM 7/3/2008, Caglar wrote: Hello everybody, I have just started to develop a web application with RT. But I have some problems that I couldn't solve . I will be so grateful to you, if anyone can help me. I have a php form in which users enter an incident and submit it. Then the app sends an email to the person in charge of the incident. I am storing the datas from the form to the Tickets and Users tables in the RT's database in order to create a ticket in RT. But the sad part is, when I login to the RT with my root account, I couldn't see the ticket that PHP app created from the RT's web interface . Php form inserts the datas to the database from the forms successfully. And my questions are: * Why RT doesn't see the datas that I've inserted into the RT's database? * How can I create a ticket outside the RT? * Does RT needs to modify a file in order to create a new ticket? * Can I use the RT's builtin ticket creation interface without authentication? FYI: I am using RT 3.6.6 and Mysql 5.1, Apache 1.3.9 on FreeBSD. Yours, Ça lar Gülçehre - Ça lar Gülçehre Tübitak Ulakbim BlackSea Interconnection ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Scrips (queue change notify)
Hi Kristian, In addition to what Toby mentioned about NotifyActor, you only need to put the scrip in the receiving queue. If a ticket moves from OldQueue to NewQueue, the scrip in NewQueue will fire but the one in OldQueue will not. Regards, Gene At 01:04 AM 6/2/2008, Kristian Davies wrote: I'm trying to create a notification email on the receiving queue when a ticket is moved. I have two queues (test1 and test2), and I've added a scrip to both: Description: Queue Notify Condition: On queue change Action: Notify requesors, CC and AdminCC Template: Global template: Transaction Stage: TransactionCreate. I am the requestor and adminCC. Still does not send the email. I thought that would be enough. Any help would be appreciated. -Kristian ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Privilege only on a ticket but not to the whole queue
Hi Asif, You could add group1 to the list of Requestors for the ticket and then grant Requestors (either globally or within queue2) ShowTicket and ModifyTicket rights. The Requestors stay with the ticket when it changes queues. Use a scrip to add group1 to the Requestors when it goes from queue1 to queue2. Gene At 11:00 AM 5/27/2008, Asif Iqbal wrote: I have a group `group1' who sometimes drop a ticket from their queue `Queue1' to our queue `Queue2' as part of the requirement. Now is it possible to give that group `group1' read/write access *only* to the ticket(s) they drop on queue `Queue2' and no read or read/write access to other tickets in that queue, `Queue2' ? Thanks -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: http://pgp.mit.edupgp.mit.edu -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.6.6 - httpd won't start
Hi Shannon, While this probably wouldn't keep httpd from starting, I'm pretty sure that underscores are not legal characters in a host name. Hyphens yes, underscores no. Making sure that the host name conforms to whatever the current RFC says might prevent future head-scratchers. Regards, Gene At 02:04 PM 5/13/2008, Shannon Adams wrote: I went through the manual installation Wiki and cleaned up my rt3.conf. I think it should be correct now. However, httpd won't start. Here is what I get in the error_log: Tue May 13 15:46:51 2008] [error] Can't locate Apache2.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . /etc/httpd) at (eval 209) line 3.\n [Tue May 13 15:46:51 2008] [error] Can't load Perl module Apache2 for server itadmin_test.bigrocksports.com:0, exiting... httpd -v shows: Server version: Apache/2.2.8 (Unix) Server built: Jan 28 2008 06:24:44 rt3.conf: VirtualHost 10.9.10.251 ServerName itadmin_test.bigrocksports.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 # this line applies to Apache2+mod_perl2 only # Below line might be incorrect, I had to use: # PerlModule Apache2::compat # mod_perl 2.0.1 from FC4 Linux PerlModule Apache2 Apache::compat Alias /rt /opt/rt3/share/html PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl Directory /opt/rt3/share/html AllowOverride All Options ExecCGI FollowSymLinks IfModule mod_access.c Order allow,deny Allow from all /IfModule /Directory Location /rt RewriteEngine On RedirectMatch permanent (.*)/$ $1/index.html AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason /Location /VirtualHost Do you see anything that would cause httpd not to start? Shannon -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.6.3; how to have queue-specific scrip override global?
Maurice, you want the queue template to have the same name as the global template - that's how you can get away with using a single global scrip. When RT is told to use a global template, it checks first to see if there's one in the active queue with the same name and, if it finds one, uses it instead. Make sure that you have a blank line as the first line in the template. If you don't, the template probably won't produce anything. Gene At 07:47 PM 5/8/2008, Maurice Chung wrote: Hi Gene (and Kenneth) - The global scrip I want to override, executes 'On Create Autoreply To Requestors with template name_of_our_template' - which just sends an email on ticket creation. I created a queue-specific template of the same name as above (name_of_our_template) but rather than sending the reply email with the new, local template version, it doesn't send an email at all. The one thing I'm wondering if it's the problem, is that the name of the global scrip that's being executed (the one referenced in the first paragraph above) has the same name as the template (both global and local) - could this be an issue? If this doesn't pan out, we may try installing this patch: (bottom of page) http://page.mi.fu-berlin.de/pape/rt3screenshots/ Thanks again sirs! maurice ps. Turning off global scrips and reinstating them for each queue except the one, did occur to me, but seemed so inelegant =) but I guess in the end if I have to go that route, I shall! - Original Message - From: Gene LeDuc [EMAIL PROTECTED] To: Maurice Chung [EMAIL PROTECTED] Cc: rt-users rt-users@lists.bestpractical.com Sent: Monday, May 5, 2008 9:26:58 AM (GMT-0800) America/Los_Angeles Subject: Re: [rt-users] RT 3.6.3; how to have queue-specific scrip override global? Hi Maurice, If the global scrip is one that sends e-mail and you just want the to send a different e-mail, you can create a template of the same name in your queue. Unlike scrips, queue templates override global templates of the same name. If the global scrip doesn't send e-mail (like On Correspond Open Tickets with template Blank) then you can change the condition of the global scrip to User Defined and then put the same condition into the Custom Condition area, but with an additional check for the queue you want to ignore. This should work fine for a single queue, but it could become very ugly to maintain when you start add queues to your list of ones that particular scrips shouldn't apply to. I ended up disabling all global scrips and putting what I needed in each queue. A nice feature for global scrips would be a way of disabling them for specific queues - an exceptions list maybe. Regards, Gene At 05:17 PM 5/2/2008, Maurice Chung wrote: Hello, We have a queue-specific scrip that we'd like to override a global scrip with the same conditions; I found this patch: http://page.mi.fu-berlin.de/pape/rt3screenshots/ but was wondering if there was a way in RT (ver. 3.6.3) that I am not aware of, of doing this? Looked through the RT Wiki pages on scrips but no dice =) Thanks all - maurice -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.6.3; how to have queue-specific scrip override global?
Hi Maurice, If the global scrip is one that sends e-mail and you just want the to send a different e-mail, you can create a template of the same name in your queue. Unlike scrips, queue templates override global templates of the same name. If the global scrip doesn't send e-mail (like On Correspond Open Tickets with template Blank) then you can change the condition of the global scrip to User Defined and then put the same condition into the Custom Condition area, but with an additional check for the queue you want to ignore. This should work fine for a single queue, but it could become very ugly to maintain when you start add queues to your list of ones that particular scrips shouldn't apply to. I ended up disabling all global scrips and putting what I needed in each queue. A nice feature for global scrips would be a way of disabling them for specific queues - an exceptions list maybe. Regards, Gene At 05:17 PM 5/2/2008, Maurice Chung wrote: Hello, We have a queue-specific scrip that we'd like to override a global scrip with the same conditions; I found this patch: http://page.mi.fu-berlin.de/pape/rt3screenshots/ but was wondering if there was a way in RT (ver. 3.6.3) that I am not aware of, of doing this? Looked through the RT Wiki pages on scrips but no dice =) Thanks all - maurice -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Send last message/comment from ticket to requestor on resolve
Nelson,
Here's how I include the resolver's message with our standard resolved
blurb. This is my (slightly modified) template for OnResolve. The guts of
what you want to do is that I grab the last correspondence, compare it to
the last outgoing e-mail (don't include it if they're the same), then see
if it's incoming e-mail (don't include it if so). If it passes those
tests, then I include it in my standard blurb to the requestor. There are
probably cleaner ways to do this, but I'm using this in production and it
works.
Regards,
Gene
= start of template contents
{ ### Tells user that ticket has been resolved
my $MyName = Template 28 (Resolved);
#$RT::Logger-debug($MyName (. $Transaction-Id . ) entered.);
my $FromAddress = 'RT Requests [EMAIL PROTECTED]';
my $ContactAddress = '[EMAIL PROTECTED]';
my $OwnerName = $Ticket-OwnerObj-RealName;
my $c_content;
my $e_content;
my $have_rmks;
my $remarks;
### We won't include a comment if...
### - Last outgoing email content eq last correspond content (this means
### that the content was already sent in an e-mail)
### - Last correspond attachment headers =~ /^Received/ (this means that
### the correspond was an incoming e-mail)
### Get last Correspond
my $Transactions = $Ticket-Transactions;
$Transactions-Limit( FIELD = 'Type', VALUE = 'Correspond' );
$Transactions-OrderByCols (
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
my $CorrespondObj = $Transactions-First;
if ($CorrespondObj $CorrespondObj-Id) {
$c_content = $CorrespondObj-Content;
chomp $c_content;
$have_rmks = !$CorrespondObj-Attachments-First-GetHeader('Received');
#$RT::Logger-debug($MyName: found correspondence: '$_content') if
$have_rmks;
}
### Get last outgoing e-mail
$Transactions = $Ticket-Transactions;
$Transactions-Limit( FIELD = 'Type', VALUE = 'EmailRecord' );
$Transactions-OrderByCols (
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
my $EmailObj = $Transactions-First;
if ($EmailObj $EmailObj-Id) {
$e_content = $EmailObj-Content;
chomp $e_content;
if ($c_content) {
$have_rmks = 0 if $e_content eq $c_content;
$have_rmks = 0 if $EmailObj-Id $CorrespondObj-Id;
}
}
use Mail::Address;
my $Cc = '';
my $Bcc = '';
if ( $have_rmks ) {
my $attachment = $CorrespondObj-Attachments-First;
my @cc_addrs = Mail::Address-parse($attachment-GetHeader('RT-Send-Cc'));
my @bcc_addrs =
Mail::Address-parse($attachment-GetHeader('RT-Send-Bcc'));
foreach my $addr ( @cc_addrs ) {
$Cc .= $addr-address . , ;
}
$Cc .= $Ticket-QueueObj-Cc-MemberEmailAddressesAsString;
$Cc =~ s/, $//;
foreach my $addr ( @bcc_addrs ) {
$Bcc .= $addr-address . , ;
}
$Bcc .= $Ticket-QueueObj-AdminCc-MemberEmailAddressesAsString;
$Bcc =~ s/, $//;
}
### Set the remarks if applicable
if ($have_rmks) {
$remarks =
Comments:
$c_content
;
#$RT::Logger-debug($MyName: going to send comments: $remarks);
}
my $AddressGroup = From: $FromAddress;
$AddressGroup .= \nCc: $Cc if $Cc;
$AddressGroup .= \nBcc: $Bcc if $Bcc;
$OUT = $AddressGroup
Subject: Action completed for your request
The ticket that was opened for your request has been resolved by
$OwnerName. If you have any questions about this, you can contact us at
$ContactAddress.
$remarks
Regards,
The IT Staff;
}
= end of template contents
At 10:42 AM 5/5/2008, Nelson Pereira wrote:
Content-Class: urn:content-classes:message
Content-Type: multipart/related; type=multipart/alternative;
boundary=_=_NextPart_001_01C8AED7.61321FB3
Hi,
Wondering how to do this:
When I resolve a ticket, I want RT to send the message I put in the
resolve to the requestor, and not the default as per our records
.
Nelson Pereira
Senior Network Administrator
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Re: [rt-users] WATCHERS
Hi Andrew, It can get confusing. Queue watchers don't appear on tickets because they are not associated with the ticket, just the queue. If they were added to the ticket, then they would stay with it when it moves to another queue (where they may not be watchers). Watchers that are assigned to tickets stay with the ticket regardless where it ends up. When a transaction generates an e-mail to watchers, it should go to all queue watchers for the queue that it's in plus any watchers assigned to that ticket. There are exceptions (generally the person who creates a transaction doesn't get notified of it, even if she's a watcher, because she should already know about it), but mostly that's how it works. You can't tell who the queue watchers are by looking at a ticket. Regards, Gene At 05:40 AM 5/1/2008, andrew fay wrote: I am trying to add watchers to queues so that if an email comes in to a certain queue the watcher will be notified about it and copied in to each response etc.. I have added a watcher to a queue and but the ticket has no watcher by default for some reason ? I have set the user to have watch and watchasadmincc rights also i have set the user to watch the queue as admincc and watcher and it still doesn't add it to the tickets, any help would be great, cheers andy -- Invite your Facebook friends to Messenger! Get Started! ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Error when changing $ParseNewMessageForTicketsCC
Try quoting the regex: Set($RTAddressRegExp, '^(content\blah\blah...)$'); At 11:00 AM 4/23/2008, lgrella wrote: I am trying to change the $ParseNewMessageForTicketsCC in the RT_SiteConfig.pm. I tried this: # For ticket 226, need to add the following lines for a cc to be added # from an email created ticket. added by DOC 20080422 Set($ParseNewMessageForTicketCcs, 1); Set($RTAddressRegexp, ^([EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED])$); and I tried this: # For ticket 226, need to add the following lines for a cc to be added # from an email created ticket. added by DOC 20080422 =[Set($ParseNewMessageForTicketCcs, 1);] =[Set($RTAddressRegexp, ^([EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED])$);] For both of them the startup error was [Tue Apr 22 21:09:55 2008] [error] Can't load Perl file: /usr/local/rt3/bin/webmux.pl for server tickets..com:0, exiting... Webmux.pl existing in that path and looks fine (at least upon cursory examination). Any ideas? -- View this message in context: http://www.nabble.com/Error-when-changing-%24ParseNewMessageForTicketsCC-tp16834733p16834733.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] turn off ticket creation via email
Hi Chris, I haven't tried this, but it seems to me that it ought to work. If I wanted to do this on my installation (we use sendmail as our MTA), I'd remove the alias for that queue from sendmail's aliases file and then set the reply-to address for the queue to my generic RT address. That way there won't be an e-mail address for the queue. Replies to ticket-related mail will still get into RT and be filed with the ticket via the generic address. Regards, Gene At 12:03 PM 4/22/2008, Chris Fabri wrote: I have certain queues that I don't want users to be able to create new tickets in via email. I want to force them to use the web interface. Is there a way to do this on a per queue basis?chris ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT not generating email for CCs/AdminCCs
The first line of your Resolved template is a blank line, correct? At 02:37 PM 4/22/2008, Thierry Thelliez wrote: I am still stuck trying to have the CC field working (not the watcher): . According to the log, my added scrip (On Resolve Notify Other Recipients with template Resolved) is called but no emails are going out for the CC field: 'No recipients found. Not sending.'. On the other hand, the default scrip #9 (On Comment Notify Other Recipients as Comment with template Correspondence) works for the CC field (if some text is present in the Message box). What am I missing? Thierry ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] On Custom Field change scrip action
Hi Ben,
I use this as a User Defined Custom Condition to detect a change in a CF
named DMCA State:
{ ### True on state change to ITSO_Review
my $Transaction = $self-TransactionObj;
return $Transaction-Type eq 'CustomField'
$Transaction-Field eq '3'
get_custom('DMCA State') eq 'ITSO_Review'
;
sub get_custom {
### Returns custom field value
### get_custom($field_name)
my $target_name = $_[0];
my $val = $self-TicketObj-FirstCustomFieldValue($target_name);
return $val
if defined $val;
return undef;
}
}
I wrote this quite a while ago; from what I've learned of RT since then, I
suspect I could have used the CF's name DMCA State instead of it's ID 3
like this:
$Transaction-Field eq DMCA State
Of course, what you are detecting is going to be different, but you should
be able to use this as a guide.
Disclaimer: I know this code could be reduced to 1 or 2 lines, but my
coding philosophy is that readability trumps terseness.
Regards,
Gene
At 01:08 AM 4/18/2008, Ben Robson wrote:
Greetings,
I am not sure where to start with this one I'd like to have a check
box custom field on tickets so that when the box is ticked an email is
sent to a fixed email address notifying them that the box has been ticked.
Effectively: OnUpdate - Check if CustomField checkbox has been
selected(ticked) - If yes, send defined_template to fixed_email_address.
I have seen a few people doing something similar using the OnResolve
condition, but we need to be able to flag a job before resolution, so need
to use a custom field to set when the fixed_email recipient should be notified.
Does anyone have any good insight as to how to make this happen?
Thanks heaps for your assistance with this.
Best regards,
BenR
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Re: [rt-users] Requestor or Owner
Hi John, The Owner is usually the person who is taking responsibility for the ticket. Gene At 10:54 AM 4/17/2008, John BORIS wrote: This may be a simple question but is the Requestor (person who submits the ticket) the same as the owner? I usually enter tickets when Users contact me or I am starting a project and want to track it in RT. But now I want the user who contacted me to be the person who would have emailed the request into RT or even filled out a form for the request. So do I make that person the owner of the ticket or a watcher? -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Default Queue???
Hi Tim, I'm pretty sure it's just the first one alphabetically. At 04:37 PM 4/11/2008, Tim Gustafson wrote: Hello everyone! Please forgive the potentially silly question, but I've Google this and haven't been able to come up with anything. Where the heck do you set the default queue for new tickets when users click the New ticket in button at the top of the screen? -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] help with incoming scrip
Hi Chris, I'm not familiar with the extension, but a couple of observations might help (or not). 1. With other templates, you would use $Transaction- instead of $self-TransactionObj-. I don't know whether this is true for this extension. The $self notation generally applies to scrips. 2. It looks like you're setting the subject of the transaction rather than the ticket. I'd try $Ticket-Set(Subject=$_) assuming that the Set syntax is correct. Or $self-TicketObj-Set(Subject=$_) if I'm off-base with observation #1. Just some place to start looking. Regards, Gene At 02:06 PM 4/13/2008, Chris Haumesser wrote: Ok, yes... ExtractCustomValues appears to be capable of doing what I want. I'm unclear on what I can put in the script field of the template. For example, here's what I've done... 1. Created template in my queue containing the following: ||Body|^Title:\s*(.*)|$self-TransactionObj-Set( Subject = $_ )|| 2. Created scrip in my queue: on create, extract custom values, my new template. 3. Send test messages; subject does not change, nothing in syslog. I have a feeling that the script field in my template isn't right. What can I put in this field??? Appreciate any pointers in the right direction... -C- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Sort attachments?
On my 3.6.3 system, it appears that they do appear in reverse chronological order when the ticket is displayed. Do yours just display in some random order? At 06:31 PM 4/8/2008, lgrella wrote: Is there any way to sort the attachments by date (or any other way) for a ticket? Thanks -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] [ERROR] Request-URI Too Large
This looks like an RT design error. For some reason it is passing a list containing every user's id via the URL. If the list of users is long enough you will certainly break something. Since you can't select which users to dump into the file (other than including disabled users), there's really no reason to have to pass the user list to the handler - it will always dump either all users or all users that aren't disabled. Regards, Gene At 02:03 AM 4/3/2008, Ham MI-ID, Torsten Brumm wrote: Hi RT Users, Just tried to export my users (Configuration - Users - Download as TAB delimited File) and got this error: Request-URI Too Large The requested URL's length exceeds the capacity limit for this server. Any idea how to fix this? Is this a error from RT (why the URL is so long) or can i change something at the webserver? Thanks Torsten Kühne + Nagel (AG Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: Kühne Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Error in ConfigurationUsersDownload as a tab-delimited file
RT v3.6.3 I was just looking through my apache error log and found a bunch of these when I tried downloading the users into a tab-delimited file: [Thu Apr 3 15:58:13 2008] [err]: RT::User=HASH(0x23443f4) was created without a CurrentUser 1 (/opt/local/lib/RT/Base.pm:92) These 2 lines were repeated for the number of users that were in the download. In my case there were only 5 users, so these lines repeated 5 times. The hash value stayed the same. When I did a second run I got 10 more lines in the error log, but with another hash value. Regards, Gene -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] [ERROR] Request-URI Too Large
Oops, now I see why the user list needs to be passed to the handler (results of a search may not contain _all_ users). At 09:09 AM 4/3/2008, Gene LeDuc wrote: This looks like an RT design error. For some reason it is passing a list containing every user's id via the URL. If the list of users is long enough you will certainly break something. Since you can't select which users to dump into the file (other than including disabled users), there's really no reason to have to pass the user list to the handler - it will always dump either all users or all users that aren't disabled. Regards, Gene At 02:03 AM 4/3/2008, Ham MI-ID, Torsten Brumm wrote: Hi RT Users, Just tried to export my users (Configuration - Users - Download as TAB delimited File) and got this error: Request-URI Too Large The requested URL's length exceeds the capacity limit for this server. Any idea how to fix this? Is this a error from RT (why the URL is so long) or can i change something at the webserver? Thanks Torsten Kühne + Nagel (AG Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: Kühne Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] [ERROR] Request-URI Too Large
Torsten, I can't see an easy workaround to do this via the web piece. I posted a perl script a couple (or few) weeks ago that dumps a list of all users from the command line, so if you look through the archives for the last month or so for stuff posted by me you should find it. As a disclaimer, the person I posted it for got an error and it didn't work. It does work on my Solaris box and there aren't any funky calls in it that should break the script, so you might want to give it a try. Good luck, Gene At 10:41 AM 4/3/2008, Ham MI-ID, Torsten Brumm wrote: Hi gene, What does this mean exactly? No chance to export all uiser? Now workaround (dump from the db?) Torsten -Original Message- From: Gene LeDuc [EMAIL PROTECTED] To: Ham MI-ID, Torsten Brumm CC: rt Users RT-Users@lists.bestpractical.com Sent: Thu Apr 03 19:07:28 2008 Subject: Re: [rt-users] [ERROR] Request-URI Too Large Oops, now I see why the user list needs to be passed to the handler (results of a search may not contain _all_ users). At 09:09 AM 4/3/2008, Gene LeDuc wrote: This looks like an RT design error. For some reason it is passing a list containing every user's id via the URL. If the list of users is long enough you will certainly break something. Since you can't select which users to dump into the file (other than including disabled users), there's really no reason to have to pass the user list to the handler - it will always dump either all users or all users that aren't disabled. Regards, Gene At 02:03 AM 4/3/2008, Ham MI-ID, Torsten Brumm wrote: Hi RT Users, Just tried to export my users (Configuration - Users - Download as TAB delimited File) and got this error: Request-URI Too Large The requested URL's length exceeds the capacity limit for this server. Any idea how to fix this? Is this a error from RT (why the URL is so long) or can i change something at the webserver? Thanks Torsten Kühne + Nagel (AG Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: Kühne Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne Kühne + Nagel (AG Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Dirk Blesius (Stellv.), Bruno Mang, Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: Kühne Nagel A.G., Sitz: Contern/Luxemburg, Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] adding custom filed value to email
I cut my teeth on APL and used to spend hours shaving 7 or 8 bytes from the
size of 360 assembly language programs, so I do have an appreciation for
efficient and elegant coding solutions.
However... several decades later and who-knows-how-many brain cells fewer,
I've found that I spend less time looking up function names and fixing
typos using code like:
my $custom_field = get_custom(SomeField);
and
set_custom(SomeField, $my_val);
### I've also developed a new appreciation for comment lines in my old age. :)
Gene
At 10:13 AM 3/27/2008, Huw Selley wrote:
On 27 Mar 2008, at 16:57, Stephen Turner wrote:
Please don't Huw, this has been very entertaining ;)
:)
How about just
return $Ticket-FirstCustomFieldValue($_[0]);
or even no subroutine - just use $Ticket-FirstCustomFieldValue($_[0])
If you want to ditch the sub $_[0] will always be undef as there will
be no @_ (because it's no longer a sub) :)
In that case (to use it as a one liner) just:
my $custom_field = $Ticket-FirstCustomFieldValue('SomeField');
Huw
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Re: [rt-users] Automatically sending e-mails using RT
Hi Jeff, If you haven't disabled global scrip #2 (On Owner Change Notify Owner with template Transaction) then it should work out of the box. If you've changed the template, the biggest gotcha is usually not leaving the first line of the template blank. The blank line lets the mailer know where the headers end and the message body begins. No blank line means no message body (and some pretty funky headers). Regards, Gene At 11:46 AM 3/27/2008, Jeffrey J.D. Lee wrote: I cannot seem to have the scrips in RT send an e-mail to the new owner I assign a ticket to. It seems like it should be pretty straight forward but no cigar. Any suggestions? -Jeff ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Assign custom field to subject
Hi Laura,
I think your approach should work, but I don't think you can set the
subject with a direct assignment like that.
Try $self-TicketObj-SetSubject($subject) instead.
Also, I don't think you should be replacing spaces with underscores in the
CF name; leave the spaces.
Regards,
Gene
At 09:01 AM 3/26/2008, lgrella wrote:
I have a user who would like the subject to be a drop down list of choices. I
have not seen how to do this, so I have decided to create a custom field of
a drop down list of choices, and if the subject is blank, move this custom
field choice into the subject. I am not being successful. I have 2
questions:
1. Can I make the subject a drop down list for one queue, rather than an
type in field?
2. If not, does anyone see anything wrong with my code:
here is the custom preparation code:
return 0 unless (!$self-TicketObj-Subject);
return 1;
and here is the custom cleanup code:
# move the contents of the custom field into the subject
# the name of my custom field is Choose subject here
my $subject =
$self-TicketObj-FirstCustomFieldValue('Choose_subject_here');
$self-TicketObj-Subject=$subject;
return 1;
###
Does the name of the field, since it has spaces, have to include
underscores? I did it that way, and for testing purposes, even chose a
custom field of one word to eliminate the question.
Thanks,
Laura
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[rt-users] Refresh rate on RT at a glance page
Hi All, Is there an easy (or not so easy) way to set the default refresh on the RT at a glance page from Don't refresh this page to some value like every 20 minutes? Can it be added to the personal preferences configuration so that it's an individual choice? This is v3.6.3. Thanks, Gene -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] User ID in a script?
Hi John,
You can use this script as a starting point to loop through all your users:
#!/usr/bin/perl -w
### External libraries ###
use strict;
### Modify the next line to fit your installation
use lib (/opt/local/software/rt-3.6.3/lib);
package RT;
use RT::Interface::CLI qw(CleanEnv loc);
use RT::Users;
CleanEnv();
RT::LoadConfig();
RT::Init();
my $users = new RT::Users($RT::SystemUser);
$users-order_by(VALUE = 'Id');
Loop through users
while ( my $User = $users-Next ) {
print sprintf(UserID: %s, RealName: %s\n,
$User-Id(), $User-RealName());
}
Regards,
Gene
At 01:50 PM 3/17/2008, John Arends wrote:
I wrote a quick perl script that outputs a bunch of information about
all the users in my RT instance. I noticed that the ID numbers are all
over the place. One of my early users was created with an ID of 22, and
then the next user has an ID of 29, and then the next one is somewhere
in the mid 80s.
Does every object RT creates get a unique ID and when a user is created
it just gets the next one?
In my perl script, I want to loop through all the users so I can print
the infor for each one. Since this was a quick hack I just went through
the numbers 1 through 1000. Is there something built in that allows me
to do this in a more direct way? I don't want to loop until there is no
data since it seems like the ID numbes are all over the place.
#!/usr/bin/perl
use warnings;
use lib '/usr/lib/perl5/vendor_perl/5.8.5/RT';
use RT::Interface::CLI;
use RT::Ticket;
use RT::User;
RT::LoadConfig();
RT::Init();
for ($count=1; $count1000; $count++)
{
my $user = RT::User-new( $RT::SystemUser );
$user-Load( $count );
if ( $user-Name){
print $user-RealName . . $user-Name . .
$user-EmailAddress
. . $user-id . . $user-Privileged . \n;
}
}
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Re: [rt-users] OnCreate NotifyAdminCcs
Hi Mathew,
Since you already have a scrip that has conditions that determine whether
or not to assign an owner when the ticket is created, I'd just copy those
conditions into another scrip and negate them to determine whether to send
the e-mail notification. Timing in RT scrip execution can get tricky when
one scrip is relying on another scrip having made a change. Using the same
conditions for your notification scrip doesn't rely on the owner having
actually been changed yet. Rather than using OnCreate, though, you need to
use User-Defined for the condition.
Regards,
Gene
At 06:28 PM 3/13/2008, [EMAIL PROTECTED] wrote:
I was wondering if you could help me I am trying to develop a Scrip
custom condition that will prevent notification if a Owner: owner
field has been emailed in ticket creation. We are using RT to generate
tickets via email and in some cases we assign the owner on submission
the entire team that is watching the queue does not need to receive
email about tickets that already have an owner.
OnCreateNotifyAdminCc
Condition: OnCreate
Action: Notify AdminCcs
Template: Global template: Transaction
Stage: TransactionCreate
Custom condition:
my $transactionType = $self-TransactionObj-Type;
my $ticketOwner = $self-TicketObj-Owner;
if ($transactionType eq 'Create') {
return 1 if ($ticketOwner()-Id() != $RT::Nobody()-Id());
}
return 0;
Ultimately we only want to continue executing the script if the owner is
NOT Nobody.
Regards Mathew
Mathew Ericson
IT Specialist (Systems Design)
Agilent Technologies, Inc.
+613 9210-5956 Tel
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Re: [rt-users] Rights questions on ticket creation and assignment
Hi Mike, Sounds like you want (in 3.6.3 anyway, maybe also in 3.4.4) to assign rights to global roles. Configuration Global Group Rights and then grant ReplyToTicket to the Requestor role. Regards, Gene At 09:11 AM 3/13/2008, Mike Winn wrote: RT 3.4.4 First question, which should be fairly simple: Is there a way to allow folks to reply to their tickets via email without allowing Everyone to have 'Reply To Ticket' granted? Ideally I would like for a requestor, owner, cc, admincc, or anyone who has emailed in on a ticket to be able to reply to their own ticket, but not to everyone else's as is the case with the 'Reply To Ticket' granted to 'Everyone.' In reading through documentation, it seems as though this is the only way to make email replies work in that manner? I am not particularly interested in allowing folks from other email addresses to reply to a ticket where they were not already getting email as either the owner, requestor, cc, or admincc. snip -Mike -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Autoreply stopped working
Just in case you might have also cleaned up the template, make sure its first line is blank. Turn on debugging in your logs and stick logger commands into various parts of the scrip so you can see what is going on. At 04:05 AM 3/10/2008, Mathew wrote: We have recently encountered a situation where auto replies have stopped going out for all queues. The only recent changes have been to the global scrip which sends them. It had been pointed out that when people are listed as Ccs on a ticket they don't get the content of an email. I had modified the scrip to include those people but decided they didn't need the auto reply and only needed the content of the email. I made another scrip to cover this instead. After creating the second scrip I set the first one back to On Create Notify Requestors with Global Template: Autoreply. Since then, nothing goes out. I've verified that it isn't set to Disabled and that the Stage is TransactionCreate. Anyone else ever experience this and know what to do about it? Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] BCC with no subject creates ticket
I wanted to something similar, sorta, kinda.. Anyway, I wanted to prevent ticket creation by a new email under certain conditions. I never could figure out how to do it within RT because you don't control until after the ticket's been created. So I ended up just deleting the ticket right after it was created. At 02:27 PM 3/7/2008, Mark Sallee wrote: Our customer wants to be able to send BCC'd messages from their e-mail client into RT, but if the message doesn't have a proper RT subject syntax, they don't want it to autocreate a new ticket. Preferrably a scrip could reject the message and respond with something like you forgot to enter an RT subject; message denied. This is RT version 3.6.3. Right now help-comment is aliased in postfix /etc/aliases. I've tried procmail, but it apparently doesn't like filtering Bcc's and the message never gets through to RT. Has anyone found a solution for this, scrip or otherwise? Thank you. -- Mark Sallee, Systems Administrator The GLOBE Program - UCAR [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] history of tickets?
Hi Kevin, Thanks for doing the legwork on this! Does overriding these files work the same as creating a local copy of a .pm file (ShowRequestor_Local) or is there some other way to do it without modifying the original file? It seems to me that I tried this some time ago with another file and it didn't work. Thanks, Gene At 08:54 AM 3/5/2008, Kevin Falcone wrote: On Mar 5, 2008, at 11:30 AM, Greg Evans wrote: Any ideas on how to make this behave the way that I would like it to? Even pointing me to a path/to/filename maybe? You can change this by overriding html/Ticket/Elements/ShowRequestor The FromSQL call controls the Status -kevin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] history of tickets?
This doesn't show resolved or rejected tickets, at least in 3.6.3. At 12:32 PM 3/4/2008, Ruslan Zakirov wrote: If requestor is unprivileged then there is a box More about on ticket's page. Have you seen it? On Tue, Mar 4, 2008 at 11:25 PM, Greg Evans [EMAIL PROTECTED] wrote: Hello list, Is there a way to show a link for every ticket that has ever been created for a given user? What I am looking to do is add a history of all tickets to the People section. I have already added some things, but was not sure how I would go about adding this, or maybe there is a better way that I have not discovered yet? I was hoping for something like: Call History: Ticket # Subject Status 12345 Email Issue Resolved 13421 Connection Issue Resolved 14597 Wireless Issue Stalled The above would also be links to each ticket. Greg Evans Hood Canal Communications (360) 898-2481 ext.212 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] AdminCC not working
Hi Matt, I don't think the Queue AdminCcs show up within tickets. They don't on my system, but they do get the mail that they are supposed to get. I'm pretty sure that the people entries would only show watchers that have been added to the ticket via a script or the ticket's People tab. Regards, Gene At 10:24 AM 2/25/2008, Matt Westfall wrote: -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 I've got a pretty weird problem going on here. I have the group Admins set as the AdminCC watcher for all my queues. When I create a ticket the members of the group get the AdminCC ticket created template, but they are not added as AdminCCs under People so they don't get future updates. Any ideas? RT 3.6.6 Set( $rtname, 'rt.ecansol.com'); Set($Organization , rt.ecansol.com); Set($OwnerEmail , '[EMAIL PROTECTED]'); Set($CorrespondAddress , '[EMAIL PROTECTED]'); Set($CommentAddress , '[EMAIL PROTECTED]'); Set($WebPort , 443);# + ($ * 7274) % 32766 + ($ 1024)); # This is the Scheme, server and port for constructing urls to webrt # $WebBaseURL doesn't need a trailing / Set($WebBaseURL , https://rt.ecansol.com:$WebPort;); Set($WebURL , $WebBaseURL . $WebPath . /); Set($OldestTransactionsFirst, '0'); #Set($SendmailArguments , -ODeliveryMode=q -oi -t); 1; - -- Matt Westfall Owner / Operator FiftyPounds Internet http://www.fiftypounds.com This message is digitally signed with Pretty Good Privacy (PGP) Info: http://en.wikipedia.org/wiki/Pretty_Good_Privacy -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.7 (MingW32) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFHwwfvb/8X6V5MpAURAobQAJ4n7SIcdMPTTu6WHumqCgNwvmm1XwCgzusv m8ZPVwycEINyKlhYiZgyYkc= =tgIu -END PGP SIGNATURE- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Shredder bug? (was: Shredder web gui, bad path to tickets)
I found the problem with displaying objects returned by the Shredder search and I think it might be a bug. The files in rtroot/share/html/Admin/Tools/Shredder/Elements/Object return a path using $RT::WebBaseURL instead of $RT::WebURL; this leaves off $RT::WebPath. So on my system, links point to https://mysystem:443/Ticket/Display.html?id=498 instead of https://mysystem/rt/Ticket/Display.html?id=498 The files I had to modify are RT--Attachment RT--Ticket RT--User Disclaimer: Since Shredder has been around awhile and no one else has reported this, it's possible that this could be due to settings in my RT_Siteconfig that I made to get RT to work using https, but it was a while ago and I don't recall how I changed the settings from their default. Regards, Gene At 11:56 AM 2/18/2008, I wrote: I've just installed the latest Shredder extension via CPAN and it seems to do its job nicely wiping out deleted tickets via the web gui. When I click on a ticket from the search results, though, the path to the ticket is missing the root rt/ component. Everything else has been working fine for a year or more. The path should be: https://rt.company.com/rt/Ticket/Display.html?id=7 But this is what Shredder search is showing (which returns a 404 error): https://rt.company.com/Ticket/Display.html?id=7 Is this something that needs to be set in RT_Siteconfig or do I need to modify the shredder html? My RT is installed in a non-standard location, but I gave the installer the path to my RT.pm and everything seemed to install fine. -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] change subject string
Hi Robert, The [box] verbiage on the subject line (and the box itself) are set in the SetSubjectToken subroutine in SendEmail.pm. We modified it on our setup so we could remove the box entirely for certain outgoing messages. Regards, Gene At 11:44 AM 2/15/2008, Robert Keidel wrote: I am using RT 3.6.4, I setup the whole application, and everything works perfect. My manager wants me to make some changes in the system and I was able to do so for most of it. Now I am stuck on the point that I don't know where I can change/add something to the subject string. right now the string looks like this: [$rtname #375] Request for a PC repair I would like to change it to [$rtname Ticket/Case #375] Request for a PC repair Where can I change that, or how? -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Timezone problem RT-3.6.6
Hi Stephen, I think the bug was in 3.6.1. You probably compensated for it somehow and now it's working the way it should. The reason I'm suggesting this is that when I first installed RT it was 3.6.1, and there was a timezone discrepancy with the time that was being applied to outgoing e-mails. The developers suggested I upgrade to 3.6.3 and the problem went away. I'd take a good look at the time and timezone settings on your server and then check to make sure that the settings in your RT config make sense in that context. Regards, Gene At 08:39 PM 2/13/2008, Stephen Carr wrote: Dear All There seems to be a bug regarding the Timezone - it is bugging a user that uses Eudora email client in that RT emails are 10:30 hours in the future (at present Australia/Adelaide is +1030) - other email clients seem OK. Below is a header of the email sent - not the line ###XXX### near bottom I think that RT use GMT in the database to manage requests from different timezones. Any ideas / fix? It recently upgraded from 3.6.1 to 3.6.6 and had no complaints with 3.6.1 Thanks Stephen Carr Return-Path: [EMAIL PROTECTED] Received: from localhost ([unix socket]) by brooks.civeng.adelaide.edu.au (Cyrus v2.3.8) with LMTPA; Thu, 14 Feb 2008 12:01:16 +1030 ## X-Sieve: CMU Sieve 2.3 Received: from brooks.civeng.adelaide.edu.au (localhost [127.0.0.1]) by brooks.civeng.adelaide.edu.au (8.14.2/8.14.2) with ESMTP id m1E1VFk4021481 (version=TLSv1/SSLv3 cipher=DHE-RSA-AES256-SHA bits=256 verify=NOT) for [EMAIL PROTECTED]; Thu, 14 Feb 2008 12:01:15 +1030 ### Received: (from [EMAIL PROTECTED]) by brooks.civeng.adelaide.edu.au (8.14.2/8.14.1/Submit) id m1E1VFhN021478; Thu, 14 Feb 2008 12:01:15 +1030 # Subject: [rt #1148] AutoReply: Lifedrive Sync with Oracle Calendar and Palm Desktop ARS From: RT Civeng [EMAIL PROTECTED] Reply-To: [EMAIL PROTECTED] In-Reply-To: References: [EMAIL PROTECTED] Message-ID: [EMAIL PROTECTED] Precedence: bulk X-RT-Loop-Prevention: rt RT-Ticket: rt #1148 Managed-by: RT 3.6.6 (http://www.bestpractical.com/rt/) RT-Originator: [EMAIL PROTECTED] To: [EMAIL PROTECTED] MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset=utf-8 X-RT-Original-Encoding: utf-8 Date: Thu, 14 Feb 2008 12:01:15 +101800 ###### X-Scanned-By: MIMEDefang 2.63 on 129.127.16.1 X-DSPAM-Result: Whitelisted X-DSPAM-Processed: Thu Feb 14 12:01:16 2008 X-DSPAM-Confidence: 0.9993 X-DSPAM-Probability: 0. X-DSPAM-Signature: 47b399e4214865649514390 -- Stephen Carr Computing Officer School of Civil and Environmental Engineering The University of Adelaide Tel +618-8303-4313 Fax +618-8303-4359 Email [EMAIL PROTECTED] CRICOS Provider Number 00123M --- This email message is intended only for the addressee(s)and contains information that may be confidential and/or copyright. If you are not the intended recipient please notify the sender by reply email and immediately delete this email. Use, disclosure or reproduction of this email by anyone other than the intended recipient(s) is strictly prohibited. No representation is made that this email or any attachments are free of viruses. Virus scanning is recommended and is the responsibility of the recipient. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Hours Worked
I wrote a mod to the Business::Hours package that lets you subtract one
date from another. It's on the wiki as part of something else I posted,
but since I don't remember where I'll post it below. It works just like
the add_seconds() method, but it subtracts instead. You can either append
it to the end of your program or (I think) put it into your RT config file.
## start of code
### Need to add this to Business::Hours so I can count backwards from due date
{ package Business::Hours;
sub sub_seconds {
### This method is hacked version of add_seconds(), written by Gene
LeDuc
my $self = shift;
my $start = shift;
my $seconds = shift;
# the maximum time after which we stop searching for business hours
my $MAXTIME = (30 * 24 * 60 * 60); # 30 days
my $first;
my $period = (24 * 60 * 60);
my $begin = $start - $period;
my $hours = new Set::IntSpan;
while ($hours-empty or $self-between($hours-first, $start) =
$seconds) {
if ($begin = $start - $MAXTIME) {
return -1;
if ($begin = $start - $MAXTIME) {
return -1;
}
$hours = $self-for_timespan(Start = $begin, End = $start);
$begin -= $period;
}
my @elements = reverse elements $hours;
$first = $elements[$seconds];
return $first;
}
1; #this line is important and will help the module return a true value
}
## end of code
Regards,
Gene
At 10:37 PM 2/7/2008, Chaitanya Veludandi wrote:
Hi,
Is there a way to calculate Hours Worked (using Business Hours) based on
the difference betwee Resolved Time and Created Time and then move it to a
custom Field?
Regards,
Chaitanya
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--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
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Re: [rt-users] Create a prep action based on custom header
Hi Kevin,
Answers: 1) logic is good but; 2) syntax is not
The my $submitted line is going to return a true or false depending on
whether the header is there and has yes as it's argument. Since it's a
true/false value, you can use
if ( $submitted )
instead of what you have.
And in fact, since you already have a boolean value, you could replace your
entire if block (6 lines after the comment) with:
return $submitted;
If your X-Webform header exists and has yes as it's value, the prep code
will return TRUE and let the cleanup code execute, otherwise it will return
FALSE and that will be the end of it.
Regards,
Gene
At 08:12 AM 2/6/2008, Kevin Squire wrote:
I have a webform that submits an email into RT. I have a scrip that I
want to run ONLY if the email came from the webform. I currently have the
scrip set up, and all is working - but it works on EVERY email that comes
in. I would like to add a check so that if the email came from somewhere
other then the web form, then the rest scrip can be by-passed. With my
webform, I have added an X-header -- X-Webform: yes
From reviewing the archives, It appears as though I can place this check
into the prep code. From what I found on the list, I have put the
following prep code together. But since my Perl skills are zero to null
I wanted to run it by the list:
Prep Code:
my $Trans = $self-TransactionObj;
my $submitted = $Trans-Attachments-First-GetHeader('X-Webform') =~
/^yes\b/ ;
# if the X-webform is yes then do magic
if ( $submitted = yes )
{
return 1;
} else {
return 0;
}
So, for the scrip edit page I currently have this:
Condition: On Create
Action: User Defined
Template: Global template:Blank
Stage: TransactionCreate
Custom condition: BLANK
Custom action prep. code: currently it has return 1; but I would
like to add the check
Custom action cleanup code: My Magic
So my questions are:
1) Is my logic right - by adding a return 1 if or return 0 type
statement to the prep condition will I by-pass the cleanup code?
2) Is my prep code noted above good or is my lack of Perl showing through?
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
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