[rt-users] Query Builder is case sensitive when using the content field

[Lamers, Dan]

I've noticed that using the query builder with the Content field is
case sensitive.  I've tried other queries based on fields such as
Subject and Requestor etc and they are all case INsensitive.
Looking at the mysql upgrade script, I think that Content has been
changed to longblob in RT 3.8.3 and that type is case sensitive
according to mysql documentation.  Everything I've found on the wiki
seems to imply that queries should all be case INsensitive.

Has anyone else noticed this behaviour and are there suggestions for a
workaround?

Thanks,
Dan

 
This document (or software if applicable) may contain data whose 
export/transfer/disclosure is restricted by U.S. or Canadian law. Dissemination 
may require an export license or other authorization.
CONFIDENTIALITY NOTICE: The information in this message, as well as any 
attachments, previous e-mail messages and /or any links provided herein, is 
Proprietary/Confidential information belonging to ELCAN Optical Technologies, 
and its affiliates, and may be legally privileged. It is intended solely for 
the addressee. Access to this message by anyone else is unauthorized. If you 
are not the intended recipient, any disclosure, copying, or distribution of the 
message, or any action or omission taken by you in reliance on it, is 
prohibited and may be unlawful. Please immediately contact the sender if you 
have received this message in error.
WARNING: Malicious code including viruses can be transmitted via email. 
Although ELCAN has taken reasonable precautions to ensure no malicious code is 
present in this email, non-encrypted electronic transmissions cannot be 
guaranteed to be secure or error-free as information could be intercepted and 
manipulated therefore ELCAN does not accept any responsibility for any loss or 
damage arising from the use of this email or attachments.
 
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com

[rt-users] Query on Content is case sensitive

[Lamers, Dan]

I've recently upgraded to rt3.8.3 from 3.6.5 and everything is working
very well except that I've just discovered that a query based on
Content is case sensitive.  I've tried other queries based on
Subject and Requestor etc and they are all case insensitive.
Looking at the mysql upgrade script, I think that Content has been
changed to longblob and that type is case sensitive according to mysql
documentation.

Has anyone else noticed this behaviour and are there suggestions for a
workaround?

Thanks,
Dan
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com

[rt-users] OLE objects in e-mail requests

[Lamers, Dan]

Many of our users are trying to be helpful by pasting a screen shot in their
e-mail requests.  When these messages become tickets in RT, the screen shot
is replaced by ...OLE_Obj... and we have no idea what it is that we are
supposed to see.  I've search the web for a couple of days and I think this
is related to Postfix rather than RT, but I'm hoping someone has some advice
on how to have the OLE object become an RT attachment.
 
My environment is Ubuntu 6.06, RT 3.6.5, postfix 2.2.10 with Outlook and
Exchange 2003 on the client side.
 
Thanks,
Dan



DISCLAIMER: The information in this message is confidential and may be
legally privileged. It is intended solely for the addressee.  Access to this
message by anyone else is unauthorized.  If you are not the intended
recipient, any disclosure, copying, or distribution of the message, or any
action or omission taken by you in reliance on it, is prohibited and may be
unlawful.  Please immediately contact the sender if you have received this
message in error. Thank you. 


___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com

[rt-users] On Correspond Notify Ccs if no owner

[Lamers, Dan]

Hello all,
 
On occasion we receive tickets which are not immediately taken by a staff
member.  While unowned, the requestor can send additional correspondence on
the ticket, but there is no indication anywhere that information has been
added.  I'd like to e-mail all of the queue watchers (Ccs) with the new
correspondence as long as the ticket remains unowned.
 
Any ideas?
 
Thanks,
Dan


DISCLAIMER: The information in this message is confidential and may be
legally privileged. It is intended solely for the addressee.  Access to this
message by anyone else is unauthorized.  If you are not the intended
recipient, any disclosure, copying, or distribution of the message, or any
action or omission taken by you in reliance on it, is prohibited and may be
unlawful.  Please immediately contact the sender if you have received this
message in error. Thank you. 


___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com

RE: [rt-users] allowing non rt users to create tickets

[Lamers, Dan]

Shawn,

RT should work the way you want without modification.  You just need to
assign the global group rights CreateTicket and ReplyToTicket to the
Everyone system group



-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Shawn Wilson
Sent: Friday, November 30, 2007 2:48 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] allowing non rt users to create tickets

The way i want this to work - any user on our domain can send an email
to an email account and a ticket gets added for them and rt sends them a
confirmation email of ticket creation. The tickets may go into a general
catagory and we can manually move them into different catagories.

Where i'm at - mailgate fetches the emails and sends any user that
doesn't have an account a reply email saying 'Could not load a valid
user'. I don't want to create hundreds of rt users nor feel it really
necessairy to set this up with ldap when i want to accept any and all
emails from this domain as tickets - or just accept any and all emails
if that is much easier.

i hope this is enough to go on, i've been on google for days and i
can't figure out how to do this. I haven't done any serious mods to the
site config other than what is needed to get it up. Let me know if i
need to provide any additional information. This is becoming a pain
since the system pretty much does what we want out of the box.

Thanks



DISCLAIMER: The information in this message is confidential and may be
legally privileged. It is intended solely for the addressee.  Access to this
message by anyone else is unauthorized.  If you are not the intended
recipient, any disclosure, copying, or distribution of the message, or any
action or omission taken by you in reliance on it, is prohibited and may be
unlawful.  Please immediately contact the sender if you have received this
message in error. Thank you. 


___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:

If you sign up for a new RT support contract before December 31, we'll take
up to 20 percent off the price. This sale won't last long, so get in touch 
today. 
Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745.


Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com

RE: [rt-users] Merge or delete users

[Lamers, Dan]

Hi Boris,

I have just configured this exact scenario.  Take a look at this page

http://wiki.bestpractical.com/view/AutoCreateFromExternalUserInfo

Basically, you can use LDAP in Exchange 5.5 to cross reference between user
id and email address.  When users send an e-mail to RT, LDAP is used to
retrieve the userid from Exchange and therefore prevent the creation of 2
accounts.  

Hope this helps!

Dan

-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Boris
Jordanov
Sent: Thursday, October 25, 2007 5:57 AM
To: RT-Users@lists.bestpractical.com
Subject: [rt-users] Merge or delete users

Hi people,
I try to integrate RT with MS AD and the LDAP tips from the wiki to get 
the user data on user creation, and it is almost working. The customer 
is using Windows 2003 for DC and Exchange 5.5. Exchange 5.5 is pretty 
old and is not well integrated with AD. So, when the user opens 
http://helpdesk in the browser, the credential sent to RT from Apache is 
the user's logon name, let it be userx. The user creates a ticket with 
requestor userx. Then the user sends an email to [EMAIL PROTECTED], 
and because Exchange 5.5 is stupid, and no one has entered the user's 
emails into their AD account details, RT creates a new user 
[EMAIL PROTECTED] And there is the problem - one user, two RT 
accounts. Can two users be merged somehow, or can I delete entirely an 
user, to be able to assign it's email to another user?
Thanks in advance.


DISCLAIMER: The information in this message is confidential and may be
legally privileged. It is intended solely for the addressee.  Access to this
message by anyone else is unauthorized.  If you are not the intended
recipient, any disclosure, copying, or distribution of the message, or any
action or omission taken by you in reliance on it, is prohibited and may be
unlawful.  Please immediately contact the sender if you have received this
message in error. Thank you. 


___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:

If you sign up for a new RT support contract before December 31, we'll take
up to 20 percent off the price. This sale won't last long, so get in touch 
today. 
Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745.


Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com

RE: [rt-users] Problem with RT::Logger

[Lamers, Dan]

I have solved this problem by adding the following line to my
CurrentUser_Local.pm

 

Package RT::Interface::Web;

 

I still don't understand why it worked before without the added line?
Perhaps this is related to the 3.6.4 to 3.6.5 upgrade?

 

Hopefully this will help anyone else who runs into similar issues running
CurrentUser_Local.pm ldap overlay.

 

Dan

 

   _  

From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Lamers, Dan
Sent: Monday, October 22, 2007 3:38 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Problem with RT::Logger

 

I had a working RT system up until this morning when it appears that
RT::Logger stopped functioning.  Last week I upgraded from 3.6.4 to 3.6.5
and everything appeared to work fine.  I shutdown the system for the weekend
and this morning I'm receiving a 500 Internal Server Error when trying to
logon.  

 

My apache2/errorlog entry is:
  Can't call method debug on an undefined value at
/opt/rt3/local/lib/RT/CurrentUser_Local.pm line 59

 

The relevant perl line is

  $RT::Logger-debug( CreateFromExternalUserInfo: entered with args: ,
@lookupargs, \n);

 

 

If I comment this line from the program, it proceeds to fail on the next
RT::Logger statement including RT::Logger-info calls.  If I comment out all
of the RT::Logger calls from this program, the system appears to function
normally.  

 

Any help would be greatly appreciated!

 

Thanks,

Dan



DISCLAIMER: The information in this message is confidential and may be
legally privileged. It is intended solely for the addressee. Access to this
message by anyone else is unauthorized. If you are not the intended
recipient, any disclosure, copying, or distribution of the message, or any
action or omission taken by you in reliance on it, is prohibited and may be
unlawful. Please immediately contact the sender if you have received this
message in error. Thank you. 





DISCLAIMER: The information in this message is confidential and may be
legally privileged. It is intended solely for the addressee.  Access to this
message by anyone else is unauthorized.  If you are not the intended
recipient, any disclosure, copying, or distribution of the message, or any
action or omission taken by you in reliance on it, is prohibited and may be
unlawful.  Please immediately contact the sender if you have received this
message in error. Thank you. 


___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:

If you sign up for a new RT support contract before December 31, we'll take
up to 20 percent off the price. This sale won't last long, so get in touch 
today. 
Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745.


Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com

[rt-users] Problem with RT::Logger

[Lamers, Dan]

I had a working RT system up until this morning when it appears that
RT::Logger stopped functioning.  Last week I upgraded from 3.6.4 to 3.6.5
and everything appeared to work fine.  I shutdown the system for the weekend
and this morning I'm receiving a 500 Internal Server Error when trying to
logon.  

 

My apache2/errorlog entry is:
  Can't call method debug on an undefined value at
/opt/rt3/local/lib/RT/CurrentUser_Local.pm line 59

 

The relevant perl line is

  $RT::Logger-debug( CreateFromExternalUserInfo: entered with args: ,
@lookupargs, \n);

 

 

If I comment this line from the program, it proceeds to fail on the next
RT::Logger statement including RT::Logger-info calls.  If I comment out all
of the RT::Logger calls from this program, the system appears to function
normally.  

 

Any help would be greatly appreciated!

 

Thanks,

Dan



DISCLAIMER: The information in this message is confidential and may be
legally privileged. It is intended solely for the addressee.  Access to this
message by anyone else is unauthorized.  If you are not the intended
recipient, any disclosure, copying, or distribution of the message, or any
action or omission taken by you in reliance on it, is prohibited and may be
unlawful.  Please immediately contact the sender if you have received this
message in error. Thank you. 


___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com

[rt-users] A reminder creates a ticket and sends email to queue watchers???

[Lamers, Dan]

I've just started playing around with reminders in RT 3.6.0 and they appear
to be working.  However, whenever I create a reminder, it creates a new
ticket referencing the original and then sends email to the queue watchers.
Is there anyway to prevent this behaviour?

Thanks
Dan


DISCLAIMER: The information in this message is confidential and may be
legally privileged. It is intended solely for the addressee.  Access to this
message by anyone else is unauthorized.  If you are not the intended
recipient, any disclosure, copying, or distribution of the message, or any
action or omission taken by you in reliance on it, is prohibited and may be
unlawful.  Please immediately contact the sender if you have received this
message in error. Thank you. 


 Dan Lamers.vcf  


Dan Lamers.vcf
Description: Binary data
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com

[rt-users] Remove disclaimer text from incoming e-mail requests

[Lamers, Dan]

Each e-mail request received from our users by RT has a disclaimer in the
body which I'd really like to remove.  I've scoured the wiki archive, and
see other references to this type of request, but I can't find any direction
on how to resolve.  Does this need to happen outside of RT before passing to
rt-mailgate?  Maybe it could be handled by a simple custom scrip which would
ignore the last {n} lines of the e-mail body?

Any direction would be appreciated!

Thanks,
Dan


DISCLAIMER: The information in this message is confidential and may be
legally privileged. It is intended solely for the addressee.  Access to this
message by anyone else is unauthorized.  If you are not the intended
recipient, any disclosure, copying, or distribution of the message, or any
action or omission taken by you in reliance on it, is prohibited and may be
unlawful.  Please immediately contact the sender if you have received this
message in error. Thank you. 


  



Dan Lamers (E-mail).vcf
Description: Binary data
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


We're hiring! Come hack Perl for Best Practical: 
http://bestpractical.com/about/jobs.html

[rt-users] Importing data to RTFM from other sources

[Lamers, Dan]

I'm new to RT and RTFM but I'm convinced that this is the perfect tool for
our IT department!


Both modules are installed and working and now I want to start populating a
knowledgebase in RTFM.  I would like to reformat our existing variety of
articles into a format that could be imported into RTFM as a starting point.
Does anyone have any hints or a roadmap for populating the RTFM from
external sources?

Thanks
Dan


DISCLAIMER: The information in this message is confidential and may be
legally privileged. It is intended solely for the addressee.  Access to this
message by anyone else is unauthorized.  If you are not the intended
recipient, any disclosure, copying, or distribution of the message, or any
action or omission taken by you in reliance on it, is prohibited and may be
unlawful.  Please immediately contact the sender if you have received this
message in error. Thank you. 


  



Dan Lamers (E-mail).vcf
Description: Binary data
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


We're hiring! Come hack Perl for Best Practical: 
http://bestpractical.com/about/jobs.html

RE: [rt-users] Assigning Tickets to users

[Lamers, Dan]

I just 
went through this same issue yesterday. I resolved it by giving OwnTicket 
permissions to each user that I wanted in the list. This worked 
perfectly.

Dan

  -Original Message-From: 
  [EMAIL PROTECTED] 
  [mailto:[EMAIL PROTECTED]On Behalf Of Jim 
  RobinsonSent: June 15, 2006 10:02 AMTo: 
  rt-users@lists.bestpractical.comSubject: [rt-users] Assigning 
  Tickets to users
  Hello,
  I am new to RT and we are looking at implimenting it in our company, We 
  are a windows based shop therefore I am trying the Win/RT version, 
  I have one issue that is causing a problem and cannot figure out a 
  resolution to it.
  
  When a new ticket arrives, I cannot assign the ticket to another user! I 
  have verified that both the queue and the group have own, 
  Take,stealticket but when I bring up the ticket people field I 
  only get Nobody!
  
  I would really like to get this resolved so I can go forwardin the 
  testing phase and implimentation phase.
  
  Thanks for your help.
  
  Jim/Blacktri99



DISCLAIMER: The information in this message is confidential and may be legally privileged. It is intended solely for the addressee.  Access to this message by anyone else is unauthorized.  If you are not the intended recipient, any disclosure, copying, or distribution of the message, or any action or omission taken by you in reliance on it, is prohibited and may be unlawful.  Please immediately contact the sender if you have received this message in error. Thank you. 


___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


We're hiring! Come hack Perl for Best Practical: 
http://bestpractical.com/about/jobs.html

RE: [rt-users] Trying to use RTFM

[Lamers, Dan]

Make sure that you set the user and password in MySql using this command:
grant all on rtdb.* to [EMAIL PROTECTED] identified by 'wibble';
and make sure that your RT_SiteConfig.pm file matches the MySql

Set($DatabaseUser , 'rtuser');
Set($DatabasePassword , 'wibble');
Set($DatabaseName , 'rtdb');

Dan

-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] Behalf Of John Boris
Sent: June 9, 2006 12:18 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Trying to use RTFM


I am not sure if this is the correct list. I have RT 3.4.5 installed and
RTFM-2.2.0RC2 installed. When I try to run make initdb I get this
error:


 make initdb
/usr/bin/perl -Ilib -I/opt/rt3/lib /opt/rt3/sbin/rt-setup-database
--action schema --datadir etc --datafile etc/initialdata --dba rt_user
DBI connect('dbname=rt3;host=localhost','rt_user',...) failed: Access
denied for user 'rt_user'@'localhost' (using password: NO) at
/opt/rt3/sbin/rt-setup-database line 170
Failed to connect to dbi:mysql:;host=localhost as rt_user: Access
denied for user 'rt_user'@'localhost' (using password: NO) at
/opt/rt3/sbin/rt-setup-database line 170.
...returned with error: 65280
make: *** [initdb] Error 255


Do I have to setup any Enviroemnnt variables? Ihave RTUSER and user set
to my mysql user.

TIA

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!


___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


We're hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html


DISCLAIMER: The information in this message is confidential and may be
legally privileged. It is intended solely for the addressee.  Access to this
message by anyone else is unauthorized.  If you are not the intended
recipient, any disclosure, copying, or distribution of the message, or any
action or omission taken by you in reliance on it, is prohibited and may be
unlawful.  Please immediately contact the sender if you have received this
message in error. Thank you. 


___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


We're hiring! Come hack Perl for Best Practical: 
http://bestpractical.com/about/jobs.html