Re: [rt-users] book?
by RT and these are just as applicable to newer versions. It is not the be all, end all source of RT documentation, but it is a good start. I conquer. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] rt2mbox
Hi all, Thought I'd share my experiences rt2mboxhttp://wiki.bestpractical.com/view/Rt2Mbox on 3.8.2, and ask for ideas on how to overcome some warts. It is pretty handy if you ever need to downgrade to a plain email box based system, or want an offline/backup copy to read in Thunderbird. However, it seems it's threading is a little weak (as determined by opening in Thunderbird and importing into GMail), which seems odd since RT has perfect knowledge of the threads... However, more problematic is the fact that although it includes the date on the mbox from line, it omits a proper date date header for messages originating on the server e.g; created via the web interface or REST. This probably contributes to the mangled threads, but also really mucks up searching and sorting. Alas, our system is down for the count so we may be stuck with the mangled dates. Cheers! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Using qx in scrip to run a shell script?
On Fri, Oct 1, 2010 at 14:58, Peter Roosakos proosa...@yahoo.com wrote: I was curious if it is possible to use the perl ‘qx’ or similar command inside of a custom action scrip to run a system level shell script. My goal is to automate the process of restarting a system service or daemon. I tried putting a couple of qx commands in the scrip. No errors, but no restart either. Unless it's poorly configured, your webserver should not be root and therefore iughtn't not have the rights to do this. Although more complex, if I were keen on such functionality, I'd have the script send a magic cookie to an alias connected to a script that does your dirty deed. Security of said script is left as a a blanket for the user to throw right out the door, but rejecting messages not originating on localhost would be a start. Otherwise have you considered *shudder* SNMP? -- Cambridge Energy Alliance: Save money. Save the planet. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Reg ... Duplicate emails receiving from RT
Thanks for your information, Please let me know in what area I have to debog. I am new to this. Kevin suggested you change your log level in RT_SiteConfig to debug, no actual code debugging required yet. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] RTx-Tags clearing?
On Wed, Sep 15, 2010 at 19:58, Mark Jenks mark.je...@iodincorporated.com wrote: Excellent! I didn't know that TAG's referred to resolved tickets also. It depends on the config, in the default yes. http://search.cpan.org/~jpierce/RTx-Tags-0.25/etc/Tags_Config.pm -- Cambridge Energy Alliance: Save money. Save the planet. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] RTx-Tags clearing?
On Wed, Sep 15, 2010 at 17:39, Mark Jenks mark.je...@iodincorporated.com wrote: I have the clould configured and working great. Except one of the new employees starting putting extra stuff in there and have made the cloud look terrible. Is there a way to edit out things or just purge it and start over? Have you removed the offending values from all tickets? The cloud should only display tags that are in use. Ideally you should be able to just click the undesirable tag in the cloud, then change your search results view to Bulk Update and edit. It may not be as simple as that though, depending on what type of CustomField you are using for your tags, and what version of RT (slightly older versions don't have support for some fancier CF types like autocomplete in Bulk Update). Bulk Update would also replace the whole field, and not only one of several comma delimited values if present; fixing that is a tough nut to crack. I hope this helps, Jerrad -- Cambridge Energy Alliance: Save money. Save the planet. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Unclutttering the ticket view.....
On Thu, Sep 9, 2010 at 13:48, Gary Greene ggre...@minervanetworks.com wrote: While on the IRC channel for RT recently I discussed the want for an option to collapse the quoted portions of tickets (where you've got user responses to previous messages, etc) ala Gmail. During that conversation someone said they thought there was an extension for that. Doing a search on CPAN has come up with zero hits for the concept, so now, I turn to the collective community: has anyone seen an extension for this? If so, could you please point me to the URL for it's source? Thanks. Not an extension, but there's been discussion e.g; [rt-users] RT-Mailgate hack to remove quoted replies by Tom Lahti on April 3rd of last year. Also, the wiki is the authoritative place to look for tweaks, not CPAN. Not everything is an extension, and not all extension authors post to CPAN. -- Cambridge Energy Alliance: Save money. Save the planet. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Unclutttering the ticket view.....
note that also not all RT cpan extensions are on the wiki ;) Damn virtuous lazy programmers :-P RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Install on CentOS, best current instructions
With all the dependencies there are a number of pitfalls, and a number of different instructions. I bought the book, which is not completely current anymore. I don't know what might have changed. What/where are the best instructions to follow to do the install? The README that comes with the distribution. Install from source, with a non-system perl. CPAN/CPANPLUS is your friend, and it will handle dependencies just fine. Installation is trivial unless you have SELinux enabled, and even then it's not too hard to figure out what strictures need to be loosened from logs, list archives and the wiki. -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Install on CentOS, best current instructions
Why non-system perl, Jerrad? I've never had a problem with it (that I know of), but have I just been lucky? My only RPM-related problem is having to reinstall a current version of Sys::Syslog after every yum update (anyone know why that happens?) Precisely. RedHat is bad at not clobbering newer versions of modules (RPM has the ability to run prep scripts, which could check to see that the version being replaced is not newer than the package to be installed). You encounter this, and on Centos 4 I encounter File::Temp occasionally being downgraded to an incompatible version. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Prioritizing Scrips
Thanks for the replies. The advise and suggestions worked. Now I'm having problems calling a Java jar from my scrip in RT. I've tried using the system and open functions, but have had no luck. Does anyone know of a way to call the Java jar from RT? Seems like a really bad idea to me, but if you want to go down that road I'd look into Inline::Java -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Status menu has two resolved selections
Because it's not active. It's resolved, archived, done. Searching such should be done explicitly, not implicitly; compare GMail. See http://wiki.bestpractical.com/view/SimpleSearchIncludeResolved -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Upgrading from RT 3.6.5
Ungh, Ubuntu as a server. Leaving that aside, simply use the package manager (something like Synaptic in the GUI) to check where the files for the rt package are installed. Back those up if you have concerns about possible customizations done to core instead of local code. Backup your database. Then: A) Update your system to something more modern, and install the corresponding rt package B) Download the source tarball from Best Practical, and follow the enclosed directions P.S. /opt/rt3 is the default path, for some reason several distributions like Ubuntu like to shove stuff under /usr/local/packageName and give users longer pathnames to deal with. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Queue CC question
I'm wondering if there's a way to make such that if a someone replies to an existing ticket, but CCs the address for another queue in the same RT installation, RT would create a new ticket in that CCd queue. Given how RT handles addresses and talking to itself, etc. it seems like it would be better to check the subject for EMERGENCY and have a scrip move/notify/assign the ticket as needed. -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] AutoGeneratedPassword and LDAP
that can be done in the template to check if the user is an LDAP user and not generate a password for them? I want my local users to be AD, and remote users to have a password in RT3. Can't you just add a condition on the password generation that skips it if the requestor domain is the same as yours? -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] A little perl scrip help
The iterator is: $Ticket-QueueObj-AdminCc-MembersObj -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] A little perl scrip help
You've replied to the wrong thread. Do I need to do anything to domain.com to escape the . ? \. otherwise you could match domain1com.net, domain2com.org, domain3com.tld And you should anchor it: m/domain\.com$/i -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Some Implementation Questions
2.) Is there any way to include screenshots (or other images) in the ticket body? I see there is a multitude of options for rich text display, including a paste from Word but I don't see anything about Just upload the image as an attachment. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Some Implementation Questions
2.) Is there any way to include screenshots (or other images) in the ticket body? I see there is a multitude of options for rich text display, including a paste from Word but I don't see anything about Just upload the image as an attachment. I know we can upload attachments, this would be fine for me personally, but the bigwigs just want to copy and paste directly into the body like they can with e-mail. Pasting into a file (which, If they want like email, then why don't they just send an email? If the bigwigs are not so technically adept, why expose them to the intricacies of the web interface? Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Some Implementation Questions
On Thu, Jun 17, 2010 at 14:51, AJ Ferrigno aj.ferri...@gmail.com wrote: Jerrad, I suppose I could advocate sending an e-mail in to create a ticket with screenshots, but then we'd have to set up a mail address for each queue (as I understand how it works) when currently we would only have a mailbox for a certain limited number of queues. Not a big deal I guess. Also, we are trying to capture some custom fields upon ticket Not at all, you can have rtmailgate use the address extension to specify the queue. Network problem? email rt+netw...@example.com Suggestion? talk to rt+suggest...@example.com Leaky faucet? gripe at rt+jani...@example.com creation, a couple of which should be required, and I'm not sure it's possible to do that via e-mail? (or if it were via some structured text, I'm not sure it's possible to expect those same users to adhere to those rules every time). Although I guess I could make it the queue There is an extension for manipulating custom fields via email. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] canned searches by CustomField
Must it really be a drop-down? With RTx::Tags you can do a simple search: .customer:DairyQueen It doesn't currently support searching for values with embedded spaces, but there's no reason you couldn't customize it. You could even tweak the cloud from operating on the tags Custom Field to the Customer CF, thereby solving your point and click interface problem as well. -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Forward template broken in 3.8.6+
Does RT no longer respect the forward template? I had one from 3.8.2,
and I seem to recall it working fine.
Ours is pretty basic, just a (fairly obvious) note telling people to
ignore what they don't understand, since
forwards are generally to those not using the system, and some people
freak out when they get a message
with unfamiliar terminology, etc. Today I was trying to amend it to
include the requestor's email address
(again, recipients are not int he system, and the attached
transactions omit this!)
Content-Type: text/plain; charset=ISO-8859-1
Content-Transfer-Encoding: 7bit
Content-Disposition: inline
RT-Attach-Message: yes
X-Template: Custom
This message has been forwarded from CEA ticket #{ $Ticket-id },
transaction #{ $Transaction-id }.
Don't worry if you do not know what this means, simply enjoy the
message below from { $Ticket-RequestorAddresses }
But whether I forward a transaction or whole ticket, neither the
custom header nor the body is included...
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Re: [rt-users] Forward template broken in 3.8.6+
Thanks! found the Forward Ticket template, and the modifications work there, but even though I've updated the Forward template, I still get messages with the format specified in etc/initialdata: This is forward of transaction #178384 of a ticket #11761 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Forward template broken in 3.8.6+
Hrmph, the template parser is mighty picky. It fails to compile:
This message has been forwarded from CEA ticket #{ $Ticket-id }
transaction #{ $Transaction-id }.
Don't worry if you do not know what this means, simply enjoy the
message below from { $Ticket-RequestorAddresses }
But without the spaces around the transaction (as in the initialdata,
but who'd have thought it was meaningful and not simply to squeeze
everything onto one line) it works fine:
This message has been forwarded from CEA ticket #{ $Ticket-id }
transaction #{$Transaction-id}.
Don't worry if you do not know what this means, simply enjoy the
message below from { $Ticket-RequestorAddresses }
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Re: [rt-users] Comments about this user
On Tue, Jun 1, 2010 at 09:16, David X. Glover d.glov...@physics.ox.ac.uk wrote: Is it possible to allow staff to edit the Comments about this user field on regular users without the staff being admins? Depending on what you mean by admin, yes; SuperUser is not required. See recent threads Re: ConfigTab et al. -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT3.8.8 CentOs
On Fri, May 28, 2010 at 15:32, Bouzite, Radouan rad...@ipexna.com wrote: Where can I find RT3.8.8compiled version for CentOs ? You don't. Perl is not a compiled language. Just download the source tarball and install. If there's no guide on the wiki for you specific version, try another or the RHEL guides. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT3.8.8 CentOs
He's looking for RPMs, which would be nice to have. A recent update to our server momentarily broke our RT install because it's not part of the package management system . That's not what he said though. It's also complicated by the fact RH/CentOS has an out-of-date File::Temp. If you're installing all of RT with local:lib, you need to keep an eye on logwatch reports for signs of up2date clobbering it. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT3.8.8 CentOs
It's also complicated by the fact RH/CentOS has an out-of-date File::Temp. If you're installing all of RT with local:lib, you need to keep an eye on logwatch reports for signs of up2date clobbering it. If you're NOT installing all of RT with local:lib, that is. -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Odd scrip behavior: false positives are triggered, and modifications are made but not txn rescorded
Hi All,
I'm using http://wiki.bestpractical.com/view/RtBounceHandler to detect bounces.
I then have the following scrip flag the bounced tickets, which has
been in place for months:
Custom condition: return 1 unless $self-Subject =~ /Bounce!/;
Custom action: 1;
Custom clean-up: my $curval =
$self-TicketObj-FirstCustomFieldValue('Tags') || '';
unless( $curval =~ /\bbounce\b/i ) {
my($st, $msg) = $self-TicketObj-AddCustomFieldValue(
Field = 'Tags',
Value = 'bounce, ' . $curval,
RecordTransaction = 1 );
unless( $st ) {
$RT::Logger-warning( Couldn't prepend 'bounce' to CF 'Tags':. $msg );
return undef;
}
}
return 1;
It seems to work when it ought, but today I just noticed that a number of
tickets have been tagged as bounce, even though they have no messages
with a subject of Bounce! This seems to occur when comments are added,
but not only on the first such transaction for a ticket. Any idea why,
and how to fix it it a non-kludgy way?
Thanks in advance!
--
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Re: [rt-users] Odd scrip behavior: false positives are triggered, and modifications are made but not txn rescorded
P.S. I was wrong Re: but not txn rescorded, I forgot about HideSystemTransactions -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 3.8.7 Internal Server Error
I can fix this by giving then AdminUser and ShowConfig but I was hoping to avoid this if possible Does anyone recall if this was an option in 3.8.2? Is there a config setting that we may have to adjust? Yeah, this is an unfortunate instance of insufficient granularity in RT's ACLs. I need my queue admins to be able to be able to edit existing users (update addresses, etc), so I've granted them these rights. I see no problem with it though, since there are plenty of other Config Tab things could legitimately use e.g; queue templates; and those they oughtn't have internal checks for SuperUser. The only thing I had to do (still using 3.8.2) was add an overlay on Admin/User/Modify.html that checked for SuperUser before changing a user's password. -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Searching with no case sensitivity?
Terrible, awful hack of DBIx::SearchBuilder.pm That's not case-insensitive search, but case-insensitive fulltext: search This is not necessary for searching subjects. -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] To NotifyActor or not to NotifyActor ...
Yeah, my bad.
On Correspond Auto-take by AdminCc
Action:
## based on http://wiki.bestpractical.com/view/AutoSetOwnerIfAdminCc
my $Actor = $self-TransactionObj-Creator;
my $Queue = $self-TicketObj-QueueObj;
return 1 if $Actor == $RT::SystemUser-id;
return 1 unless $self-TicketObj-Owner == $RT::Nobody-id;
return 1 unless $Queue-IsWatcher(Type = 'AdminCc', PrincipalId = $Actor);
my($status, $msg) = $self-TicketObj-SetOwner( $Actor );
unless( $status ) {
$RT::Logger-warning( Can't set ticket owner to $Actor: $msg );
return undef;
}
return 1;
--
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Re: [rt-users] Overriding FriendlyFromLineFormat per Queue
Have you tried setting it explicitly in the templates for that queue? In general RT defers to headers present in templates over auto-generated ones. This likely means duplication of public-facing templates, but that's probably preferable to hacking the codebase to wedge this in. -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] To NotifyActor or not to NotifyActor ...
I really like this method... I have the ticket creation notifications going to a shared mailbox for all the users to see. but I cannot seem to find a sample scrip on the wiki to assign ownership of a ticket based on the email address that the reply came from. I mean I know I can set the owner of the ticket by using: Ahh, it must have been from the book then: Description: On Correspond Open Ticket Condition: On Correspond Action: Open Tickets Template: Blank #Use Transaction if you want notification Stage: TransactionCreate That should do it. -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] FW: Custom Fields available in SeflService?
What am I missing? Have you given unprivileged users the rights to edit this field? -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ticket UI
I was wondering if there was a way to insert a saved search into a ticket. ie I want to have a better view of the linked tickets with the ability to see the age and status. I am Setting this up because our users are used to it on quick base. You can make links with the wiki CustomField type, but it's a little more work than cut and paste. You could create your own custom field that just stores the name of the saved search, and have its display be a link which passes the value out to simple search to be processed by RTx::S3Invoker -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Parsing headers to decide which Queue to assign ticket!
Does your Exchange server allow extensions? If so, rt-mailgate --extension queue will automagically put mail for rt+qu...@example.net into the corresponding queue. You'd then just need two addresses, one for correspondence and one for comments, if you want to allow comment by email; which isn't necessary since privileged users have the full-featured web interface. -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Searching with no case sensitivity?
On Mon, May 17, 2010 at 15:38, Peter Boguszewski pboguszew...@library.wisc.edu wrote: Is there an easy way to turn off case sensitivity for the search feature in RT 3.8.x? I am using MySql as the database and tried a few suggestions I found by googling the problem but none of them work. I'm pretty sure it's just a matter of the collation setting for your database. -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] To NotifyActor or not to NotifyActor ...
The reason that I Ned to owner to get an email is so that they can respond to the ticket directly from their email client, rather than via the RT web console. This just seems utterly pointless, even for an RT-phobe, the switching back and forth is unnecessary. If you really want to support this sort of thing my recommendation would be to have the users setup to receive notifications of new tickets. They can then reply, and in combination with one of the scrips on the wiki, become the owner if they are the first to act on it. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Problem with replying to tickets
Did you click the correct link? Links on the top right of the page do not quote, those next to a message do. -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Problem with replying to tickets
Did you click the correct link? Links on the top right of the page do not quote, those next to a message do. As long as I can remember. It's actually a very useful distinction. It allows one to quote only the relevant bits, or nothing at all. Quoting is IMHO antithetical to RT's full history keeping system, but some people are lost if not presented with a (partial) transcript along with the the few sentences of new information ;-) -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] shredder access
On Mon, May 10, 2010 at 02:28, ronald higgins ronald.higg...@gmail.com wrote: Good Morning Fellow RT Users. I'm very much new to the RT scene so apologies if this has come up before. 1 of our RT queues has +-300k false tickets (autoresponders, spam etc etc). The queue administrator would like access to remove those tickets via Shredder (built into RT). Now logged in as root i have the shredder option but not when logged in as a normal user. Is there a permission that I can set somewhere that will allow me to grant a specific user access to the Shredder function ? SuperUser, but that gives them access to everything. Shredding is not something that's really condoned, but is often a necessary evil, so it is reserved for root; particularly given the way shredding handles users separately :-/ You should setup filters to eliminate such things before they get to RT, and create another queue for those that make it through to be moved to. Root can then periodically process the backlog. -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Google Calendar integration?
RT has a native iCal export, and RTx::Calendar provides another. Alas, from what I've been able to determine, Google Calendar does not like calendars over SSL. -- Cambridge Energy Alliance: Save money. Save the planet. 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 NOT send any mail on close
You need ShowOutgoingEmail, which you have (otherwise the box is hidden) (Check boxes to enable notifications to the listed recipients) --- snip --- but there are no checkboxes! to select from. That would imply you have no scrips which are triggered by the action you are doing. The code for the box is a bit hairy, and lives in /Tickets/Elements/PreviewScrips, but you should not need to touch it. -- Cambridge Energy Alliance: Save money. Save the planet. 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 NOT send any mail on close
On Thu, May 6, 2010 at 04:04, Raimund Sacherer r...@runsolutions.com wrote: Hello Jerrad, Just found out the wiki page regarding squelch, but How would I integrate this in a scrip so users can turn it off for an individual ticket on resolv? You don't. RT already handles it in Update.html -- Cambridge Energy Alliance: Save money. Save the planet. 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 NOT send any mail on close
I think the solution for your problem can be found here http://wiki.bestpractical.com/view/OnResolveOnce This is the opposite of what was asked for. If given the ACLs, your users can squelch the outgoing message on resolve. This is a two step process in current versions of RT, though you might be able to simplify that with a Scrip (tweak On Correspond to bail if new status is Resolved). Also, I seem to recall reading in the 3.8.8 changes that squelch will now be a simple check box in the transaction editor. -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Setting up spamassassin
Read the friendly wiki Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] On correspond send mail to requestor only if explicitly selected
You want to do the bulk of your messaging as comments, not correspondence. -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] On Comment Notify AdminCcs as Comment Unless Resolved
A blank/null template will have the effect of no email being sent. -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] create Requester without an email
We just append an @example.tld to bogus users such as this. You need to configure your MTA to route the resulting messages properly though e.g; to /dev/null Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] A 'personal' watch list?
Stars are just bookmarks, similar to gmail. They don't let you track ticket progress directly. For that you either need to add yourself as a watcher, or use a dashboard report (also new to 3.8). With a dashboard you take a saved search query (could even be starred tickets) and return information about them e.g; periodic email. -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Forward to queue question
On Fri, Apr 23, 2010 at 12:06, Chris Hall hir...@gmail.com wrote: Hello all, I'm very new to RT, and after shifting around permissions on groups and queues for a few hours, I'm ready to ask for some help.. btw, documentation seems very widespread and unfocused, unless I'm looking in the wrong places. Read the book. It's the best place to get a grasp of the fundamentals. The wiki, POD and list archives tend to be for more esoteric issues and customization. Basically, let's say I have 2 groups w/ a queue each... Helpdesk with a Helpdesk queue and Corp. Support with a Corp. Support queue. I don't want them to see each other's queues. However, I would like them to be able to forward tickets on to the other's queues. What permissions would I need to set up to make this happen? I've got it most of the way, to where it actually works, but when I forward a ticket, at the top in the yellow status bar it says permission was denied.. though the ticket still seems to transfer. SeeQueue but not ShowTicket. Although forward is not really the correct term here, one moves ticets between queues. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Forward to queue question
On Fri, Apr 23, 2010 at 12:14, Chris Hall hir...@gmail.com wrote: thanks for the speedy reply. That's actually how I have it set now, and it works, but like I said, at the top it gives a faulty permission denied. That's because RT shows you a ticket after it's been updated. You've just moved it someplace you no longer have read access. There may be some extension somewhere to let you redirect after the update, or you could build one. to set? when root moves a ticket, no permission denied errors are displayed. Root is root, and generally only worth referencing *if* he experiences errors :-P Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Simple search for nobody broken in 3.8.6?
I seem to recall being able to search for tickets owned by nobody in 3.8.1, but in 3.8.6 nobody ends up as a subject term search. Is this a false memory, or perhaps due to the renaming of Nobody to Nobody in particular? -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Simple search for nobody broken in 3.8.6?
Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open') That's not a simple search. Simple search is typing a few terms in the upper-right search box for the Googleish parser to handle. Typing general bob there will show all tickets owned by Bob in the General queue, but general nobody does not do so (in 3.8.6, but I recall it doing so in 3.8.1) -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Simple search for nobody broken in 3.8.6?
Just diffed Googleish and none of the changes from 3.8.1 to 3.8.6 would account for this, so it's a false memory/wistful dream for consistency. OTOH I've discovered (if you did not notice) simple search now supports exact phrase searches i.e; quoted strings -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Can't locate object method _Accessible
I am not sure if this is going to help you, but I had the same problem as you have now. I was trying to do a smooth upgrade from 3.6 to 3.8 and my idea was to run two versions at once only on different ports. For reasons that I cannot fathom, this was not possible - I could run only one version at port 80, be it 3.6 or 3.8. After all it was not that much of a problem for me, because our RT installation was kind of fresh one, without many users... First you say you tried different ports and then the the same port. Did you mean different names? I've successfully run 3.8.1 and 3.8.6 concurrently on different virtual hosts (without doing the db upgrades). -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Web reply form show status dropdown for non-privileged users
tr
td class=label
|/lStatus/
/td
td class=value
/Elements/SelectStatus, Name=Status, DefaultLabel =
loc([_1] (Unchanged), loc($Ticket-Status)), Default = $ARGS{'Status'} ||
($Ticket-Status
eq $DefaultStatus ? undef : $DefaultStatus)
/td
/tr
Probably better to change
/Elements/SelectStatus, Name=Status, DefaultLabel =
loc([_1] (Unchanged), loc($Ticket-Status)), Default = $ARGS{'Status'} ||
($Ticket-Status eq $DefaultStatus ? undef : $DefaultStatus)
To
%perl print $Ticket-Status/%perl
--
Cambridge Energy Alliance: Save money. Save the planet.
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ticket SQL date math
On Thu, Apr 1, 2010 at 15:56, Eleanor J. Evans [Panix Staff] e...@panix.com wrote: Can Ticket SQL handle date math? I want to search for tickets with more than 24 hours between Told and LastUpdated, but can't find examples thereof. Unfortunately no, it is very limited and expects operators to have a column and a value as operands e.g; not even LastUpdated Told passes muster. -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Shouldn't RT use a Errors-To header in generated email?
from what I can tell, RT does not use the “Errors-To” header for the mail it generates. Yesterday, a mail bounce problem for a queue watcher caused thousands of tickets to be auto-created in our installation. There is a huge dollop of blame for our not filtering out bounce messages or using existing bounce processing mechanism(s) in RT. But if RT added an Errors-To header (pointing to a non-auto-ticket-creating address), this sort of thing would not happen. What am I missing? (I must be, since otherwise the feature would exist by now). Alas, Errors-To is deprecated, but you can add Errors-To or Return-Path to a template pretty easily. The problem also lies in part on the other side since RT does set Precedence:bulk by default. -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] status other than open in RT at a glance
Some months ago I added a custom status of stalled. Lately I've been Errr, stalled is a native status having a lot more things marked stalled and I would like such tickets appear in 10 highest priority tickets I own. How can I do this? I believe including it in the @ActiveStatuses list should work, but the native stalled already does don't it? Alternatively, create your own widget by clicking edit in the corner of the list to create a customized version. ___ 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] rt-shredder Users plugin deletes tickets?
I do not think I agree with this. If you ask for a user to be removed, any ticket that they have touched should go as well. The shredder gives the option of reassigning ownership (to nobody for instance) when shredding users, otherwise transactions must be wiped to preserve referential integrity. In my experience what happens in these instances where a non-watcher has correspondence on a ticket is that the transactions in question get borked and while the ticket remains, the display is interrupted once it reaches said transaction. I've never seen a ticket get wiped. Your log does show a Ticket being wiped out though, but if you read the archived SQL you will probably find that the only transaction it contained was 2992615, created by a wiped user. It seems to me one usually needs to shred users who have submitted SPAM, and that the ability to shred tickets meeting certain criteria as well as their requestors at the same time would help alleviate this problem e.g; Status = Deleted and Requestor has no other Tickets not marked Deleted. -- 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
Re: [rt-users] Date Validation for a Custom Field
On Fri, Mar 12, 2010 at 15:00, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID torsten.br...@kuehne-nagel.com wrote: You can do this via reg exp! You can do formatting, but not validation without some extended/experimental RE features resulting in a hairy expression. 02/31/2010 anyone? -- 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
Re: [rt-users] Searching By Ticket Number and Merged Tickets
Are these bugs? Any assistance you can provide would be extremely appreciated! You appear to have some misconfiguration or inadequate ACLs. Both actions result in the desired behavior on our local 3.8.6 -- 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
Re: [rt-users] Searching By Ticket Number and Merged Tickets
On Thu, Mar 11, 2010 at 17:01, Jerrad Pierce jpie...@cambridgeenergyalliance.org wrote: Are these bugs? Any assistance you can provide would be extremely appreciated! You appear to have some misconfiguration or inadequate ACLs. Both actions result in the desired behavior on our local 3.8.6 Also, #2 is a subset of #1. -- 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
Re: [rt-users] Searching By Ticket Number and Merged Tickets
Thank you for your response. Any suggestions on what we can check? We didn't change any search configurations when we upgraded. Make sure you applied all of the database upgrades and recheck your ACLs with RightsMatrix? -- 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
Re: [rt-users] Forwarded tickets show as MIME-encoded attachments within attachments
Last I checked this is not an entirely accurate description. RT sends the message as Content-type: message/rfc822 Messages are MIME, but only *encoded* if required. Although few MUA seem to handle this well, it is the right thing to do. The only iffy thing is that the outer layer used to group multi-part messages is not necessary and un- necessary obfuscation of single-part transactions. ___ 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] Rights management question
each custom field rights by Roles. The Roles Rights on CF can only be granted in Global way? So am i missing something ? The fact that CFs themselves may be selectively applied to queues? Second Can i set a filter on the right Showticket? For instance, i would grant some user too see only tickets created by someone who has in his mail where is match by a Regex ? No. Seems far outside the realm of general utility and a PITA. What you could do is create a scrip that checks your conditions and adds the individual in question as (squelched) requestor/cc OnCreate. Alternatively, setup you groups and queues to match this mapping as best as possible. -- 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
Re: [rt-users] Rights management question
For instance in queue1, the Cc can see CF1 and CF2 and the AdminCc see CF1, CF2, CF3 and can modified only CF1. Is that Possible ? Yes, as long as you want the same rights for whatever other queues those CFs are applied to and those users can access. -- 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
Re: [rt-users] Perl script for RT ticket creation
Does anyone have a script that can be run via cron that would parse a standard RT Offline formatted file and create new tickets? (We have a process where a user uploads a CSV file received from an outside client into a PHP webform, and the PHP converts it into a RT Offline file, and then the user can copy/paste into RT. I would like to take out the copy/paste step) As previously noted, the offline form is the same format as that used by the REST interface / the rt CLI... so it should be trivial to inject once you have your information in this format. -- 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
Re: [rt-users] Perl script for RT ticket creation
(We have a process where a user uploads a CSV file received from an outside client into a PHP webform, and the PHP converts it into a RT Offline file, and then the user can copy/paste into RT. I would like to take out the copy/paste step) As previously noted, the offline form is the same format as that used by the REST interface / the rt CLI... so it should be trivial to inject once you have your information in this format. bin/rt help create bin/rt create -t ticket -i FORM -- 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
Re: [rt-users] Filtering out Templates by Name
On Thu, Mar 04, 2010 at 02:46:29PM -0500, Kevin Squire wrote: I am currently revisiting the Canned-Reply idea. http://wiki.bestpractical.com/view/CannedReplies Is there a reason to use this rather than the RTFM extension? It's a much simpler system, but at this point it sounds like he maybe should be using RTFM. ___ 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 a ReferredToBy Link
Not sure why it doesn't work (did you check the log), but if you have a form that works, what's the problem? A RefersTo B is the same thing as B ReferredToBy A ___ 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] Upload users into RT
On Wed, Mar 3, 2010 at 18:05, Max McGrath mmcgr...@carthage.edu wrote: Hi all - I've searched around and can't seem to find a streamlined way of uploading users into RT. Perhaps it doesn't exist? We are running 3.8.7. Basically, I'm looking for information on how to be able to create (or upload) all of our student population in RT and give them access to the SelfService portal. Not sure if this is possible through direct interaction with the database with ODBC, or if there is a handy script or not. Any info is appreciated! 1) ExternalAuth to LDAP 2) script the rt command line + a parseable copy of your data 3) See my scrip on the wiki for VCF, and turn your data into VCFs that are the body of individual tickets injected with the Offline edit tool. We use #3, with a tool that takes a CSV and spits out the form for Offline edit, but we're processing few records at a time for unknown users. You would seem to have a large number of known users, so ExternalAuth is probably the better choice. Oh, and does anybody know where in the database structure it tells RT if the user goes to SelfService or not? I can't seem to find that either... Whether or not the user is privileged, wiki is your friend: http://wiki.bestpractical.com/view/SelfService ___ 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] Multi-line text/comment/description in REST interface - SOLVED
On Fri, Feb 26, 2010 at 12:32, Chris Kaye chris.k...@t-mobile.co.uk wrote: I have been trying to use the REST interface through PHP cURL and the content=value uses new lines (\n) to delimit fields so how do you embed new lines into the Text: field? Answer: Apparently, subsequent lines need a leading whitespace. Never encountered that, it may be a peculiarity of your setup. I use the RT::Client::REST and never have to do this, and it is not done within the library itself either. Furthermore, the REST interface simply takes in the same style forms as the CLI, which are exposed online via the Offline Edit tool, and this requires no leading whitespace for multi-line data. Instead, the form acts more like a HEREDOC. ___ 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] Funky correspondence address headers
Has anyone ever noticed the following sporadic behavior in the 3.8 series (we previously seem to have had this 3.8.1, but I can confirm an instance in 3.8.6): a requestor responds to a ticket with correspondence, and although the template Admin correspondence contains no address headers, the notification's from reply-to are set to the queue's comment address? (We are using friendly from) For the time being I've added explicit reply-to's to the admin templates to address this, but it just doesn't seem right... -- 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
Re: [rt-users] Move tickets to Queue
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. You may want to rethink this, as it seems like a really bad idea. It could potentially make the system extremely unwieldy due to the number of queues, and potential difficulty managing ACLs or templates? You do know that messages automatically get threaded right? And that the system is searchable? (with RTx::From you need only type from:polloxx to get to a list of all of your tickets) Also, RT automagically links to several other tickets from a requestor in the ticket display? ___ 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
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
Re: [rt-users] Adding another extension
This is not an RT extension, just a perl modules. Install perl module graphiz from cpan (or apt-get install libgraphviz-perl under debian), restart apache and your tickets relation ships graph should work. The graphs you are referring to are ticket relationships, which does require graphviz. Ken asked about Gantt charts though. I wasn't aware of anything offering this using graphviz, but the Timeline extension I pointed out uses the Simile JavaScript library to offer something close. ___ 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] How to reset ticket # counter
Is there any one who can help me to reset the ticket counter to 0. as i have deleted all test mails from dB so i also want to reset the thicket counter. which table contains information about ticket counter? Other than being fussy, there's really no reason to do this. The ticket ID is what it is. Are you going to reset it whenever you get SPAM? Indeed, one could argue that having your tickets not start at one, and having SPAM randomly inserted is a minor gain for security; most notably if you have to allow anyone write-access to any ticket as a means of coping with people using their half-dozen addresses interchangeably**. ** MergeUsers presumes you know of the alternate addresses beforehand, or can afford to reject otherwise legitimate messages until you are aware of them. -- 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
Re: [rt-users] how to customize Tools index.html with Callback
When using this callback, I've only ever had items added to the sub-menu on top, and never the body of the page... kind of annoying. -- 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
Re: [rt-users] how to customize Tools index.html with Callback
Sounds like you also want to use the callback located in Toole/index.html or provide a patch to unify these two lists. Or even a comment that the other exists ;-) -- 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
Re: [rt-users] RT Config settings
I did. However, I noticed in the RT_Config.pm file that the @MailPlugins didn't change, hence my question. Which was not at all clearly stated. From my local config: Set(@MailPlugins, qw'Filter::SpamAssassin Auth::MailFrom'); It's documented in RT_Config.pm. It just seems that the default is an implicit null list. ___ 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] Another RT upgrade question
I had thought I heard that the latest version of RT (3.8.7) allowed for Custom FIelds to be defined as Date and a user could select a date from a calender like on other RT ticket date fields. Is that so? If so, how do I do it? Thanks. News to me. The major CF feature in 3.8.7 is nested categories, and in versions before that autocomplete. ___ 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] Another RT upgrade question
There's been discussion of a submitted patch 3.8.5, which you participated in: http://www.gossamer-threads.com/lists/rt/users/88354?search_string=custom-field%20date;#88354 But it's obviously not yet been accepted. -- 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
Re: [rt-users] RT and email bounces
See rtbouncehandler on the wiki. It works well, although it does double the amount of notices you receive for SPAM messages since they typically use bogus addresses which cannot receive auto-responses. -- 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
Re: [rt-users] Simple Search and Custome Field
Is there a way to allow simple search to also search custom fields? Install RTx::Tags -- 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
Re: [rt-users] Personal Groups
Don't they need the ability to see all groups anyhow, to avoid name collisions? -- 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
Re: [rt-users] multiple queues
On Fri, Jan 22, 2010 at 16:45, Aaron Zuercher aaron.techge...@gmail.com wrote: I'm expanding my RT install to include a 2nd queue. In testing it looks like the new tickets in that queue are number sequentially with the old queue. I searched archives and found an old post from 2001 stating this is by design. (http://www.gossamer-threads.com/lists/rt/users/10820#10820) Has 8 years of development changed this? No. Ticket # is still a globally incrementing counter. If it were not, email messages would have to include both the ticket # and queue name. -- 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
Re: [rt-users] Auto fill adminCC with an email address on ticket create.
Is there a way to have Auto fill adminCC with an email address on ticket create. I basically want the same auto reply requestors setup but for another email address. I want a carbon copy of a ticket being created but sent out to a certain email address without always typing it in Admincc everytime I open a ticket. I've no idea what your second sentence means, but is there some reason this address isn't simply an AdminCC on the queue? -- 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
Re: [rt-users] Auto fill adminCC with an email address on ticket create.
Basically every ticket that is created I want RT to automatically send a copy of that ticket via email to a specific email address. Which is what a Queue AdminC will do. They'll also be copied on all follow-up correspondence, just like a ticket AdminCC. If you only want notification messages, search the list archives/wiki, or pick up the book... that's a common request that should be covered in each of those locales. -- 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
Re: [rt-users] How make Attachments sorted in ticket metadata
Hashes are random. Changing foreach my $key (keys %documents) to foreach my $key (sort keys %documents) would sort by filename RT appears to already sort multiple versions of a file by date. -- 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
Re: [rt-users] Resolve from email when ticket is stalled
My guess would be that you need to look at TransactionBatch -- 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
[rt-users] BecomeUser update
An updated version for 3.8.6+ compatibility has been uploaded to CPAN and is available from http://search.cpan.org/~jpierce I've also notified modules@ of my desire for ACLs on the project since poddar is MIA and the module needs a maintainer who can publish working versions that are visible to the public... -- 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 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Problems installing MergeUsers
Thanks Jerrad, so in this case would you think it'd be ok to use force install here? Certainly. But then, I never install via the cpan shell (build and test as lowly user), and generally install regardless of test results (as long as success is 80%+ ;-) ___ 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] Problems installing MergeUsers
Unfortunately trouble soon surfaced as shown below, bad make test. Any ideas what may contribute to this? Your RT installation isn't @INC so cpan can't access RT::Test. Note that the README says nothing about make test, and few if any other extensions seem to include tests because of this and other headaches. ___ 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] Preventing subscribers from being spammed by new tickets
a) Don't make them AdminCCs and send an explicit message when a new project is input B) set the user accounts to receive digests c) use a CF to set a flag against notification. Doing so in a variant of the bulleted list to sub-ticket scrip on the wiki could provide a nice system ___ 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] Child Ticket Creation with PDF Attachment
Please could you give me any example to get the url of parent ticket attachment? It's not complicated, but not trivial. See and adapt Ticket/Elements/ShowAttachments http://detach.optimism.cc/ Oooh! Thanks for that. Just what this nmh user has been wanting. ___ 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] Making RT attractive in MSIE
* Corners are never rounded off. A CSS3 feature prematurely adopted by FF and WebKit browsers with an extension prefix. In the unlikely event that IE8 has support for them, and your users absolutely must have rounded corners, modify a copy of the CSS. * MSIE sometimes has different ideas on font sizes. C'est la vie. * Top and left borders of subwindows (view a ticket) are missing. That shouldn't happen, and I've never noticed any such thing. * Background colors are often white instead of shades of blue and grey. Probably an IE setting to override site colors with user defined colors. Alternatives besides nuking IE: Installing Chrome in IE add-on. ___ 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
