Re: [rt-users] Question re: RT-Extension-CommandByMail
On Tue, Jun 16, 2009 at 5:00 PM, Kevin Falconefalc...@bestpractical.com wrote: No, it works by parsing comments/replies for action commands that are documented in the README. Ok, it sounds like the comment or correspondence is saved with the ticket as normal. Is this correct? If so, are the commands stripped out after being parsed or do those show up in the comment/correspondence 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] Question re: RT-Extension-CommandByMail
Looks like using CommandByEmail is going to be extremely useful (especially for setting ownership of tickets), but I have a couple of questions: 1. is it stable under 3.8.2? 2. I'm assuming it uses the rt-mailgate (and thus my PostFix aliases), but to what action is it tied into? i.e. If I'm setting the owner, I don't really want commands and/or message to go out as correspondence or comments for that matter. ___ 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] script execution order
Hello, Wiki states that since 3.5.x, the execution order of scrips is alphanumeric by description. Is this correct? ___ 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] logging in scrip conditions?
Have a scrip that's not firing for some reason. Want to write to the rt.log with some debug info, but the Logger doesn't seem to be accessible from the scrip conditions. Of course, my Perl-fu is pretty abyssmal. This possible? ___ 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] logging in scrip conditions?
Ah. Forgot to enable logging; thanks Ken. On Thu, Jun 11, 2009 at 2:39 PM, Ken Crocker kfcroc...@lbl.gov wrote: GravyFace, I usually do this in my Dev environment where I first change the RT_SiteConfig.pm file to turn on logging: Set($DevelMode, '1');. This is OFF in production as it would make everything run REALLY slow. Then I insert the following code whereever I want to display something in the log: $RT::Logger-info(Resolution Type NOT SET!); That should do it. Hope this helps. Kenn LBNL On 6/11/2009 11:08 AM, GravyFace wrote: Have a scrip that's not firing for some reason. Want to write to the rt.log with some debug info, but the Logger doesn't seem to be accessible from the scrip conditions. Of course, my Perl-fu is pretty abyssmal. This possible? ___ 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 ___ 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] saved searches via email?
Haven't seen anything like this in the wiki, but a useful feature for our mobile guys would be to setup a search@ action/alias in the rt-mailgate that would parse, query, and respond via email with saved searches. One example I can think of off the bat would be the dashboard's My Top 10 Highest Priority Tickets which would send essentially the same summary data as an email to the technician. Anyone done anything like this? Anyone extended the rt-mailgate to add custom alias/actions before? ___ 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] [rt-user] Backup scrips?
I'm sure I can poke around in the db and find out for myself, but would like to backup the default config before I start deleting global scrips -- easier/better way? ___ 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] Scrip Action clarification
Can someone clarify what the difference is between Notify AdminCcs and Notify AdminCcs as Comment? ___ 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 Action clarification
Ok, so Notify AdminCcs would be correspondence that the requestor would see? On Thu, Jun 4, 2009 at 10:48 AM, Kenneth Marshall k...@rice.edu wrote: A reply to the second one will go in as a comment, not a reply. Cheers, Ken On Thu, Jun 04, 2009 at 10:46:28AM -0400, GravyFace wrote: Can someone clarify what the difference is between Notify AdminCcs and Notify AdminCcs as Comment? ___ 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 ___ 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 Action clarification
Thanks, Ken. On Thu, Jun 4, 2009 at 10:59 AM, Kenneth Marshall k...@rice.edu wrote: Yes. Ken On Thu, Jun 04, 2009 at 10:51:58AM -0400, GravyFace wrote: Ok, so Notify AdminCcs would be correspondence that the requestor would see? On Thu, Jun 4, 2009 at 10:48 AM, Kenneth Marshall k...@rice.edu wrote: A reply to the second one will go in as a comment, not a reply. Cheers, Ken On Thu, Jun 04, 2009 at 10:46:28AM -0400, GravyFace wrote: Can someone clarify what the difference is between Notify AdminCcs and Notify AdminCcs as Comment? ___ 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 ___ 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] Super User can't change owner
Regardless of whether ticket has been taken or not, I -- as a superuser -- cannot change the owner to anyone other than myself or Nobody. ___ 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] replying to resolved notification re-opens ticket
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. ___ 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
On Wed, Apr 29, 2009 at 11:42 AM, Gene LeDuc gle...@mail.sdsu.edu wrote: 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'). Thanks all -- for now, I've edited the response message to be a bit more clear as to why/how to respond. We'll see how that goes. ___ 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] logo style set to display: none?
Gone through the wiki instructions on how to add your logo, but not sure why div#logo a is set to display: none. I checked SVN branch and it's still in layout.css (share/html/NoAuth/css/web2/). Is this by design or am I missing something? ___ 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] logo style set to display: none?
On Wed, Apr 29, 2009 at 2:42 PM, Jesse Vincent je...@bestpractical.com wrote: For the 3.8 default theme, the logo doesn't really fit where it's defined in the template. We're using CSS to add one elsewhere. Yeah, removed display: none, logo's now midway down the page. I'll fiddle around I guess. ___ 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] advice for mobile techs
Most of our techs are in the field and may only have email access to RT. I've added them as AdminCCs, but when a new ticket notification gets sent out and replied to, it gets added as correspondence (i.e. the Requestor sees it) not comments. Since we don't have a dispatcher, there's bound to be alot of ticket chatter while we figure out who's taking what ticket, etc. I'm ok with this staying as comments, but definitely do not want the Requestor to see this. Not sure how best to solve this dilemma as we also want to be able to send correspondence via email too. ___ 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] advice for mobile techs
On Tue, Apr 28, 2009 at 1:38 PM, Tom Lahti t...@bitstatement.net wrote: You need another alias for comments, that uses --action comment instead of --action correspond as an option to rt-mailgate. Ah, right. Ok, and when we want to comment on tickets we'll send an email to comme...@ourcompany.com instead of replying to the ticket. ___ 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] AdminCCs on Queue don't receive notice on new tickets
Not sure if this is the feature or security right I'm looking for, but new tickets created do not CC or notify the Staff group I've created. I've added the Staff group to the Watchers under the Configuration Queue page, but when a new ticket is created, there's no notification sent out. I'd like it if the staff would receive an email notification when a new ticket is created and also be able to see comments and correspondence as well. ___ 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] newly created ticket does not show in SelfService login
Have a user that was created automatically when initial ticket was created. Have since, as admin, changed auto-created users' password and added some details to the user's profile. If I login as that user, I do not see any tickets in the dashboard -- should I? As a Staff user, I can see the new ticket in the General queue without issue so it's being created ok. There is no owner assigned to the ticket; does that matter? Shouldn't the Requestor see their own tickets regardless of status/ownership? ___ 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] newly created ticket does not show in SelfService login
On Wed, Apr 22, 2009 at 2:43 PM, Nick Kartsioukas change+lists...@nightwind.net wrote: Ah, I get it now. No, when you log in with a user who has the Let this user be granted rights box checked, it goes to the standard interface. If you append /SelfService/ to the URL, it will take you to the Self Service interface. If this is an end user and all you want them to see is the SelfService interface, uncheck the Let this user be granted rights box, and make sure you set up appropriate permissions for creating/replying/seeing tickets (such as unprivileged users can create tickets, requestor can see and reply to ticket...) Thank you. I'm going to re-search the wiki and add what you just said re: /SelfService URL if necessary. I don't recall seeing any of this in there earlier, although I may have just missed it. ___ 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] newly created ticket does not show in SelfService login
On Wed, Apr 22, 2009 at 2:15 PM, Nick Kartsioukas change+lists...@nightwind.net wrote: Have you granted ShowTicket rights to Requestor under global group rights? That now allows me to see unowned tickets created by my user, but not tickets I've created, regardless of who owns it or not. Perhaps I'm not logged into the right place: I just went to the home page and logged in as the user. Is this not the way to get into Self Service? ___ 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] customizing the ticket form
I'd like to be able to change the Update Type drop-down to default to Reply to Requestors when the Resolve link is clicked instead of Comments (Not sent to requestors). What's the best way to achieve this? If I need to modify/extend the source, I don't mind doing so, just don't want to go about it the wrong way and/or reinvent the wheel. 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] Anyone get Exchange working?
Forwarders! I completely overlooked that. I was trying to share address space between both boxes using the KB article on the subject and was having no luck. Working like a charm now, and don't have to mess with my default policies at all. I actually created two distributions groups: one for correspondence the other for comments and added the corresponding rt.mydomain.com contacts to each one. This way, if RT goes down for some reason I can easily add my team to the distribution group so we can at least get support request emails. Thanks alot. On Mon, Feb 2, 2009 at 3:46 AM, Martin Maurer mar...@proxmox.com wrote: Hi, I am just working on a howto for our RT virtual appliance - with exchange: http://pve.proxmox.com/wiki/RT_Request_Tracker#Integrate_RT_to_Exchange_ Server_2000.2F2003_environment (should be finished end of week) In short: - I prefer using a new user with addr...@domain.com (this is the address of the queue) - this user forwards to a contact: interal...@rt.domain.com) - configure a SMTP connector sending the address space (rt.domain.com) to your RT server If you change anything on SMTP Exchange: restart the smtp service AND the Microsoft Exchange Routing Engine Also check the mailer-setup on RT: I use postfix on RT, see our virtual appliance for more details. Br, Martin -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of GravyFace Sent: Montag, 2. Februar 2009 03:51 To: rt-users@lists.bestpractical.com Subject: [rt-users] Anyone get Exchange working? Having a heck of a time using Exchange as a relay/smarthost as described in the wiki article's scenario 2: http://wiki.bestpractical.com/view/MSExchangeRelay If anyone has this working, please give me a hand. Thank you ___ 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 ___ 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] Setting up Rights for Multiple Clients
I'm following along on ItsFinallyInstalledNowWhat and Rights wiki entries and while the Rights has described something similar to what we want to achieve, I'm not sure if it's going to provide the kind of client separation we want. We provide IT support for a few dozen small businesses. Most of our customers have a point of contact whom is responsible for handling requests/issues internally before contacting us. This isn't always the case though: there's a chance that a new employee or client may need assistance before someone gets around to creating a user in RT. Because of this, I've allowed Everyone to CreateTickets and ReplyToTickets in my only queue I've created so far: Support. I'd also like to implement SelfService, and allow Requestors to view their own tickets; I don't want them to be able to view any other Requestor's tickets. The SeeQueue permission is required for UI options/actions, but would that also let them see the subject line and/or Requestor of tickets in the queue that do not belong to them? Secondly, I see through the AutogeneratedPassword wiki item that there's a method of generating a password and email it to them. However, if I give them the ModifySelf permissions, would they then be able to change their password? I'm also seeing that auto-created users are done so as Unprivileged: 1) can I change this to Privileged 2) is that bad thing, assuming I'm setting up permissions as described herein? For my company, I'm creating users for each technician and have created/assigned them to a group called SupportTeam with TakeTickets, StealTickets, DeleteTickets; I'm almost tempted to give all technicians full control over it as there's no trust issues between us and I'm not concerned about foul play. Bad idea? Finally, has anyone done any domain suffix matching for ticket viewing permissions? i.e. b...@acme.com and sa...@acme.com have ShowTicket and ReplyToTicket rights for any ticket created by a Requestor's email matching *...@acme.com. Thanks in advance. ___ 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] Anyone get Exchange working?
Having a heck of a time using Exchange as a relay/smarthost as described in the wiki article's scenario 2: http://wiki.bestpractical.com/view/MSExchangeRelay If anyone has this working, please give me a hand. Thank you ___ 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] Apache error: file does not exist (var/www/REST)
Hello all, Trying to setup RT 3.8 on Ubuntu with Postfix but when I send a mail to r...@mydomain.com, I'm not seeing any activity in the Web interface. I checked the log file and I'm seeing File Does Not Exist: /var/www/REST. I can go to http://mysite.com/REST/1.0/ and I get a 200 ok response so it's there, but I'm not sure why it's looking in /var/www/REST. My DocumentRoot in Apache2 is set to /opt/rt3/share/html. Is there something I'm missing in RT_SiteConfig.pm? 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] Apache error: file does not exist (var/www/REST)
On Thu, Jan 29, 2009 at 9:12 PM, gravyface gravyf...@gmail.com wrote:
Hello all,
Trying to setup RT 3.8 on Ubuntu with Postfix but when I send a mail to
r...@mydomain.com, I'm not seeing any activity in the Web interface. I
checked the log file and I'm seeing File Does Not Exist: /var/www/REST. I
can go to http://mysite.com/REST/1.0/ and I get a 200 ok response so it's
there, but I'm not sure why it's looking in /var/www/REST. My DocumentRoot
in Apache2 is set to /opt/rt3/share/html. Is there something I'm missing in
RT_SiteConfig.pm?
Also, I should add my /etc/aliases definitions:
rt: |/opt/rt3/bin/rt-mailgate --queue 'General' --action correspond
--url http://mydomain.com/;
rt-comments: rt: |/opt/rt3/bin/rt-mailgate --queue 'General'
--action comment --url http://mydomain.com/;
...and it's the following line in rt-mailgate:
124:my $full_url = $opts{'url'}. /REST/1.0/NoAuth/mail-gateway;
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