Re: [rt-users] Re-open ticket on comment?
Comments are used only by support personals, comments don't go to customer. SO, when customer reply to closed ticket, it's re-opened. Why you would like to have ticket re-open when someone (not customer) comments?!? On Friday, 26. Marchta 2010 18:51:40 Tyler Hall wrote: It seems by default when a ticket is closed and someone emails into the comment address, it doesn't re-open the ticket, which can caused missed emails, etc. Is there a way to have RT re-open the ticket if it detects a comment, once closed? Thanks! Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- JJussi Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Move tickets to Queue
How about your own version of 'rt-mailgate'. Take existing rt-mailgate and add little bit code in it what selects right queue base on sender address. Then you just need that one /etc/aliases line: support:|my-rt-mailgate --action comment --url http://domain.com/; This is not what you have asked, but better choose right queue outside RT than inside. On Tuesday, 23. Februaryta 2010 15:16:42 polloxx wrote: Thanks for all your suggestions. How can I do this using Scrips, so without the need to go to /etc/aliases? @Kevin: How do I check the return value of Setqueue? @Jerrad: We only have a limited number of customers and needed queues. On Tue, Feb 23, 2010 at 3:31 AM, Jerrad Pierce jpie...@cambridgeenergyalliance.org wrote: On Mon, Feb 22, 2010 at 16:30, Jerrad Pierce jpie...@cambridgeenergyalliance.org wrote: As I'm new to RT I'm trying to setup a system for our needs. We want a queue for each customer. Tickets are created by email. However, if you really want to do this, and assuming you have a relatively fixed set of requestors/queues, the easiest way to handle this would be running rt-mailgate with --extension=queue; of course, your current method of scrips permits you to programatically create a morasse of queues. -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- JJussi ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Move tickets to Queue
Hi!
Why you don't create gmail -queue email alias?
/etc/aliases
gmail: |/opt/rt3/bin/rt-mailgate --queue 'gmail' --action correspond --url
http://support.company.com/;
so when customer sends email to address gm...@company.com, it goes automaticly
to gmail -queue!
On Monday, 22. Februaryta 2010 16:25:33 polloxx wrote:
Dear,
As I'm new to RT I'm trying to setup a system for our needs.
We want a queue for each customer. Tickets are created by email.
So I want to test this with my own gmail address:
I've created a queue called 'Gmail'.
In the General queue I've created a Scrip:
Condition: On Create
Action: User defined
Template: Global template: Blank
Stage: TransactionCreate
Custom action cleanup code:
if ($self-TicketObj-RequestorAddresses =~ /pollo...@gmail\.com/){
$self-TicketObj-SetQueue(Gmail);
return(1);
}
return(undef);
So a new created ticket should move from the 'General' to the 'Gmail'
queue but it doesn't. What am I doing wrong?
Thx,
P.
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Re: [rt-users] RT problem with ticket creation via email
Hi!
I had same kind of problems when I took 'MailPlugins' in use. I made my own
plugin and as long as plugin didn't return 'RT::CurrentUser' object, I got
that error.
On Wednesday, 17. Februaryta 2010 23:17:32 Ken Crocker wrote:
To list,
I have been testing our 3.8.7 session and all looks well, with the
exception of creating tickets via email.
I can create tickets fine via the WebUI, but emails gives no joy. I get
this email back:
RT could not load a valid user, and RT's configuration does not allow
for the creation of a new user for this email (kfcroc...@lbl.gov).
You might need to grant 'Everyone' the right 'CreateTicket' for the
queue Test.
I have, of course, applied the CreateTicket right to everyone for the
Queue Test. Still no joy.
I am thinking that since the email gets to RT, it is probably a filter of
some sort in our Config settings.
We are using the ExternalAuth extension and ourLDAP filters work fine
with signing onto the WebUI and using the system in ALL of it's aspects.
These are our LDAP settings:
'My_LDAP' = {'type' = 'ldap',
'server' = '.xxx.xxx',# x'd out for this email
'user' = '',
'pass' = '',
'base' = 'ou=people,o=Company Name,c=us',
'filter' =
'((|(xxxEmpStat=Staff)(xxxEmpStat=Guest))(|(xxxpan=XX*)))',
'd_filter' = '(!(|(xxxEmpStat=Staff)(xxxEmpStat=Guest)))',
'tls' = 1,
'net_ldap_args' = [version = 3 ],
'attr_match_list' = ['Name',
'EmailAddress',
'RealName',
'uid',
],
'attr_map' = { 'Name'= 'uid',
'EmailAddress'= 'mail',
'Organization'= 'o',
'RealName'= 'cn',
'ExternalAuthId' = 'uid',
'Gecos' = 'uid',
'WorkPhone' = 'telephoneNumber',
'Address1'= 'xxxMailStop',
'Address2'=
'postalAddress', }
}
}
These are some other settings that I think /*MIGHT*/ apply:
Set($TruncateLongAttachments, 1);
Set($LookupSenderInExternalDatabase, 1);# not actually functional
-alinc
Set($SenderMustExistInExternalDatabase, 1);
Set($ValidateUserEmailAddresses, 1);
Set($SendmailPath, /usr/lib/sendmail);
Set($WebExternalAuto , 0); # Do not create accounts based on REMOTE_USER
setting
Set($WebExternalAuthContinuous, 0); # prevent checking REMOTE_USER at
every page load
Any clues? Thanks.
Kenn
LBNL
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Re: [rt-users] Queue owner see too much
OK..
I managed to fix this... And this would be nice change to orginal code (of
course real programmer would write it maybe little different way)
So I made copy of SelectQueue to 'local/html/Elements' and changed that...
diff share/html/Elements/SelectQueue local/html/Elements/SelectQueue
77c77
$ShowNullOption = 1
---
$ShowNullOption = undef
87a88,97
my $qu = new RT::Queues($session{'CurrentUser'});
$qu-UnLimit;
while (my $quu = $qu-Next){
if ($quu-CurrentUserHasRight('SuperUser')) {
$ShowNullOption = 1;
}
}
On Wednesday, 10. Februaryta 2010 11:34:11 you wrote:
Hi!
At report Tools Reports Created in a date range
user have Queue drop down, where there is two choises. '-' and
'(current)Queue'.
If user selects his/her queue, result is from that queue. BUT s/he can
select that '-', then result is from ALL queues, and that's not good.
How to prevent that user cannot see reports from all queues?
How to make so that everywhere where user can/should select queue, s/he
have only one option, his/her own queue?
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Re: [rt-users] Queue owner see too much
On Thursday, 11. Februaryta 2010 17:06:42 Kevin Falcone wrote:
OK..
Have to search and test that.. Strange thing is that Report is only place
where customer can see too many tickets (just a number, how many tickets there
is)..
Everywhere, where there is list of tickets, customer cannot see anything else
than his/her own queue.
BTW, this rights thing with multi layer rights is... Sometimes hard to
handle. ;-)
On Thu, Feb 11, 2010 at 12:43:37PM +0200, JJussi wrote:
OK..
I managed to fix this... And this would be nice change to orginal code
(of course real programmer would write it maybe little different way)
If a report is showing too many tickets, it means you've granted
ShowTicket too broadly. Preventing your users from selecting - in the
queue drop down is just masking over a permissions problem. All they
have to do is delete Queue=7 from the query string and they'll still
be able to see all tickets.
-kevin
So I made copy of SelectQueue to 'local/html/Elements' and changed
that...
diff share/html/Elements/SelectQueue local/html/Elements/SelectQueue
77c77
$ShowNullOption = 1
---
$ShowNullOption = undef
87a88,97
my $qu = new RT::Queues($session{'CurrentUser'});
$qu-UnLimit;
while (my $quu = $qu-Next){
if ($quu-CurrentUserHasRight('SuperUser')) {
$ShowNullOption = 1;
}
}
On Wednesday, 10. Februaryta 2010 11:34:11 you wrote:
Hi!
At report Tools Reports Created in a date range
user have Queue drop down, where there is two choises. '-' and
'(current)Queue'.
If user selects his/her queue, result is from that queue. BUT s/he can
select that '-', then result is from ALL queues, and that's not good.
How to prevent that user cannot see reports from all queues?
How to make so that everywhere where user can/should select queue, s/he
have only one option, his/her own queue?
--
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[rt-users] RSS feed
Hi! Would be NICE to have possibility to control (in RT_SiteConfig.pm) do user see RSS feed or not. Our company policy says that RSS feed of tickets is not allowed, and now only way (far as I know) to prevent that is edit 'share/html/Search/Elements/ResultViews' file. -- JJussi ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Queue owner see too much
Hi! At report Tools Reports Created in a date range user have Queue drop down, where there is two choises. '-' and '(current)Queue'. If user selects his/her queue, result is from that queue. BUT s/he can select that '-', then result is from ALL queues, and that's not good. How to prevent that user cannot see reports from all queues? How to make so that everywhere where user can/should select queue, s/he have only one option, his/her own queue? -- JJussi ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Creating Group and giving Rights.
Hi! Is there somewhere document what would tell what are correlations between database tables and information there? f.ex. Principals vs. ACL. Both have PrincipalType and PrincipalId (ACL have PrincipalId and Principals have id/ObjectId). Or do I need to read thru all source codes and collect information from there.. Because reading source codes, I notice that some functions what I need (to change or extract information) are missing. On Monday, 1. Februaryta 2010 19:44:55 Joop van de Wege wrote: Ken Crocker wrote: JJussi, I use the WebUI. It's wy easier. The programming is already done, so why re-create the same wheel? Well, ever tried to change a couple of hundred users and/or groups that way ;-) I wrote a script which sets rights on groups/queues/global. Will try to dig it up and post to the wiki, even its a bit rough. Regards, Joop -- JJussi ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Creating Group and giving Rights.
On Monday, 1. Februaryta 2010 08:31:27 Jarno Huuskonen wrote:
Hi,
On Friday, 29. January 2010 13:15:37 JJussi wrote:
Hi to list,
(I'm not very good Perl programmer, so this question may be (too) simple)
I can create group easily:
my $group = new RT::Group($RT::SystemUser);
my $gid = $group-CreateUserDefinedGroup(
Name = $vars{nimi},
Description = $vars{kuvaus},
);
To give rights to that group I (try) to use:
my @gacl=('ShowTicket','CreateTicket','SeeQueue','ReplyToTicket');
my $principal = new RT::Principal($RT::SystemUser);
my $pid = $principal-Create(
PrincipalType = 'Group',
ObjectId = $gid,
Disabled = '0',
);
foreach (@gacl)
{
$xxx-GrandRight( Right = $_, Object = $gid);
}
That $xxx is problem.. I need Principal-Object there, but
CreateUserDefinedGroup returns GroupID. How I can get that Object?
What are you trying to achieve ? Are you trying to give the new group
permissions to some queueu ?
Situation, where queue have group-rights.
So, at ACL -table we get one line per every right..
*principaltype = Group
*principalid = Groups-id
*rightname = ... ReplyToTicket
*objecttype = RT:Queue
*objectid = ...
Something like this works for me:
my $queue = RT::Queue-new($RT::SystemUser);
$queue-Load($queuename);
foreach my $tmp_right (@group_rights) {
my ($status, $msg) = $group-PrincipalObj-GrantRight(
Right = $tmp_right,
Object = $queue);
}
This didn't work.. What ever I try to do, I get: RT::Principal::GrandRight
Unimplemented in main.
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Re: [rt-users] Creating Group and giving Rights.
Hi list!
What, nowbody have any good answers. To how I, can give rights to just created
group..
And I thought that I'm poor programmer...
On Friday, 29. Januaryta 2010 13:15:37 JJussi wrote:
Hi to list,
(I'm not very good Perl programmer, so this question may be (too) simple)
I can create group easily:
my $group = new RT::Group($RT::SystemUser);
my $gid = $group-CreateUserDefinedGroup(
Name = $vars{nimi},
Description = $vars{kuvaus},
);
To give rights to that group I (try) to use:
my @gacl=('ShowTicket','CreateTicket','SeeQueue','ReplyToTicket');
my $principal = new RT::Principal($RT::SystemUser);
my $pid = $principal-Create(
PrincipalType = 'Group',
ObjectId = $gid,
Disabled = '0',
);
foreach (@gacl)
{
$xxx-GrandRight( Right = $_, Object = $gid);
}
That $xxx is problem.. I need Principal-Object there, but
CreateUserDefinedGroup returns GroupID. How I can get that Object?
--
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[rt-users] Creating Group and giving Rights.
Hi to list,
(I'm not very good Perl programmer, so this question may be (too) simple)
I can create group easily:
my $group = new RT::Group($RT::SystemUser);
my $gid = $group-CreateUserDefinedGroup(
Name = $vars{nimi},
Description = $vars{kuvaus},
);
To give rights to that group I (try) to use:
my @gacl=('ShowTicket','CreateTicket','SeeQueue','ReplyToTicket');
my $principal = new RT::Principal($RT::SystemUser);
my $pid = $principal-Create(
PrincipalType = 'Group',
ObjectId = $gid,
Disabled = '0',
);
foreach (@gacl)
{
$xxx-GrandRight( Right = $_, Object = $gid);
}
That $xxx is problem.. I need Principal-Object there, but
CreateUserDefinedGroup returns GroupID. How I can get that Object?
--
JJussi
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[rt-users] MailPlugins -problem..
Hi list.. if I set at RT_SiteConfig.pm Set(@MailPlugins, 'Auth::DomainAsQueue'); System runs that DomainAsQueue fine, BUT after that I runs Auth::MailFrom - plugin... How I can prevent that happened? -- JJussi ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] MailPlugins -problem..
Hi! I managed to solve problem.. I just needed to return RT::CurrentUser object... What is some how stupid, because filter is just checking that is it legal to past current message forward (filter returns value -1..1). If system works other ways fine, why system cannot continue work as it was working, just if filter returns values -1 or 0 it would act as it should be.. (Sending error message to requestor, or just put message to garbage bin) On Friday, 29. Januaryta 2010 18:28:30 JJussi wrote: Hi list.. if I set at RT_SiteConfig.pm Set(@MailPlugins, 'Auth::DomainAsQueue'); System runs that DomainAsQueue fine, BUT after that I runs Auth::MailFrom - plugin... How I can prevent that happened? -- JJussi ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Error
Hi!
(using RT 3.8.7)
I have made simple Perl script to add users and queues to database.
However, I get next error message:
RT::User::Validate Unimplemented in RT::Record. (/opt/rt3/lib/RT/Record.pm line
267)
Script is:
#!/usr/bin/perl
# luojono -perl scripti
use warnings;
use strict;
use RT::Interface::CLI qw(CleanEnv);
use RT::User;
use RT::Queue;
use RT::Queues;
RT::LoadConfig();
RT::Init();
my $user = RT::User-new($RT::SystemUser);
my $queues = new RT::Queues($RT::SystemUser);
my $domainosa = 'domain.fi';
my $uid = $user-Create(
Name = $vars{nimi},
EmailAddress = $vars{oemail},
RealName = $vars{omistaja},
FreeformContactInfo
= 'Tiketti omistaja: '.$vars{kuvaus},
NickName = '',
Privileged= 1,
Password = ,
Address1 = '',
Address2 = '',
City = '',
State = '',
Zip = '',
Country = '',
WorkPhone = '',
MobilePhone = '',
);
my $qid = $queues-Create(
Name = $vars{nimi},
Description = $vars{kuvaus},
CorrespondAddress = $vars{nimi}.'@'.$domainosa,
CommentAddress= $vars{nimi}.'-comment@'.$domainosa,
InitialPriority = $vars{minpri},
FinalPriority = $vars{maxpri},
DefaultDueIn = $vars{maxaika},
);
--
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Re: [rt-users] Error
On Thursday, 28. Januaryta 2010 19:21:00 Kevin Falcone wrote:
Hi!
Yes and no.. Actually it was that password what was not set to anything
'Password =,' :-(
(stupid simple typo-error)
On Thu, Jan 28, 2010 at 11:59:35AM +0200, JJussi wrote:
Hi!
(using RT 3.8.7)
I have made simple Perl script to add users and queues to database.
However, I get next error message:
RT::User::Validate Unimplemented in RT::Record.
(/opt/rt3/lib/RT/Record.pm line 267)
Most likely, one of the elements of %vars is undef and causing the
list you're passing to Create to contain an empty key.
-kevin
Script is:
#!/usr/bin/perl
# luojono -perl scripti
use warnings;
use strict;
use RT::Interface::CLI qw(CleanEnv);
use RT::User;
use RT::Queue;
use RT::Queues;
RT::LoadConfig();
RT::Init();
my $user = RT::User-new($RT::SystemUser);
my $queues = new RT::Queues($RT::SystemUser);
my $domainosa = 'domain.fi';
my $uid = $user-Create(
Name = $vars{nimi},
EmailAddress = $vars{oemail},
RealName = $vars{omistaja},
FreeformContactInfo
= 'Tiketti omistaja: '.$vars{kuvaus},
NickName = '',
Privileged= 1,
Password = ,
Address1 = '',
Address2 = '',
City = '',
State = '',
Zip = '',
Country = '',
WorkPhone = '',
MobilePhone = '',
);
my $qid = $queues-Create(
Name = $vars{nimi},
Description = $vars{kuvaus},
CorrespondAddress = $vars{nimi}.'@'.$domainosa,
CommentAddress= $vars{nimi}.'-comment@'.$domainosa,
InitialPriority = $vars{minpri},
FinalPriority = $vars{maxpri},
DefaultDueIn = $vars{maxaika},
);
--
Skype-puhelut: jjussi
Jussi Jääskeläinen http://www.jjussi.com
doogie Culus: my bug with openssh appears to be fixed in 2.5.2, but
master runs 2.3.0
Culus Don't even start
doogie I just did.
Culus You guys are going to drive me to build a huge giant robot and
destroy all of texas, aren't you?
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