Re: [rt-users] Uncheck boxes to disable notifications to the listed recipients dont working in RTIR 4.0.0

[Marcos Orallo via rt-users]

--- Begin Message ---
Hi Girts,

Make sure you are not suffering this bug:


Have you checked the logs for the transaction? If you have Debug logging
enable, you should be able to see which recipients were squelched.


2017-02-09 9:02 GMT+01:00 Ģirts Mažonis :

> Hey,
> I have problem with RT (4.4.1) and RTIR (4.0.0)
> Situation: when replay on incident report. Report have two or more
> requestors. If i uncheck all and leav only one from that list on replay all
> requestors get that email. Under that recepirnt list is writen:
> Uncheck boxes to disable notifications to the listed recipients *for this
> transaction only*; persistent squelching is managed on the People page.
>
> But seems it ignore uncheked boxes and send all time to all recipients.
>
> OS: Ubuntu 16.04
> RT: 4.4.1
> RTIR: 4.0.0
>
--- End Message ---

Re: [rt-users] Changing default format of ticket list in queue?

[Marcos Orallo via rt-users]

--- Begin Message ---
Hi Alex,

I didn't check it in depth, but you may be interested in customizing this
Element using the "local" folder.
https://github.com/bestpractical/rt/blob/4.4-trunk/share/html/Ticket/Elements/ShowQueue

Also, for the links in the QueueList portlet in the dashboards, there is a
callback to define the link:
https://github.com/bestpractical/rt/blob/4.4-trunk/share/html/Elements/QueueSummaryByLifecycle#L106

I hope it helps!

Marcos.


2017-01-30 18:51 GMT+01:00 Alex Hall :

> Sorry I wasn't clear. I'm talking about the results when you view all
> tickets for a certain queue. For instance, open a ticket in the Customer
> Service queue, and somewhere on that page is the queue name as a link.
> Clicking that link takes you to a page listing all active tickets in that
> queue. That list of tickets is what I want to modify.
>
> I didn't realize until just now that the list is simply an automatic
> search. I don't know how to modify the results page for this search without
> changing the results for *any* search. At least I have a place to start
> now. I was thinking that queues had special pages listing their active
> tickets, so I was looking for that template.
>
> On Mon, Jan 30, 2017 at 12:27 PM, Matt Zagrabelny 
> wrote:
>
>> Hi Alex,
>>
>> On Mon, Jan 30, 2017 at 11:18 AM, Alex Hall  wrote:
>> > Hi all,
>> > Where would I go to change the default format for the list of tickets
>> shown
>> > when you click a queue name?
>>
>> I presume you are talking about the Queue List?
>>
>>  Can this be done on a queue-by-queue basis, or
>> > only as a modification to some template in share/html?
>>
>> I don't think there is anything out of the box that will do what you
>> want. That being said, we use a callback to tweak the output for just
>> a single queue.
>>
>> Note: the path may be different for the callback file location due to
>> us running 4.2.
>>
>> # cat /opt/rt4/local/plugins/RT-Site-UMN-Duluth-QueueListTweaks/
>> html/Callbacks/RT-Site-UMN-Duluth-QueueListTweaks/
>> Elements/QueueSummaryByLifecycle/LinkBuilders
>> <%INIT>
>> my $umd_link_all = sub {
>> my ($queue, $all_statuses) = @_;
>> my @escaped = @{$all_statuses};
>>
>> # People want to see resolved tickets in the calendar view
>> # of their QueueList - that is, for the Computer Management (CM)
>> queue.
>> # Aside from this "if" statement, this sub routine was lifted from
>> # upstream's version.
>> if ($queue->{Name} eq 'CM') {
>> push @escaped, 'resolved';
>> }
>>
>> s{(['\\])}{\\$1}g for @escaped; #'# help out the syntax highlighting
>>
>> my $search = ${$build_search_link}->(
>> $queue->{Name},
>> "(".join(" OR ", map "Status = '$_'", @escaped).")",
>> );
>>
>> if ($queue->{Name} eq 'CM') {
>> my @fields = map
>> { "'__${_}__'" }
>> (
>> 'Created',
>> 'Due',
>> 'Resolved',
>> 'Started',
>> 'Starts',
>> 'LastUpdated',
>> )
>> ;
>>
>> my $format = $m->interp->apply_escapes(
>> join(',', @fields),
>> 'u',
>> );
>> $search .= '='.$format;
>> }
>>
>> return $search;
>> };
>>
>> ${$link_all} = $umd_link_all;
>> 
>> <%ARGS>
>> $build_search_link
>> $link_all
>> $link_status
>> 
>>
>> Enjoy,
>>
>> -m
>>
>
>
>
> --
> Alex Hall
> Automatic Distributors, IT department
> ah...@autodist.com
>
--- End Message ---

[rt-users] Search by custom role value

[Marcos Orallo via rt-users]

--- Begin Message ---
Hi all,

Anyone knows hoy can you search by a specific custom role value?

I couldn't find the input field in the query composer.

Thanks in advance,

Marcos.
--- End Message ---
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* Los Angeles - January 9-11 2017

Re: [rt-users] Order of multiple transactions in request

[Marcos Orallo]

Thanks Matt!

El 14/3/2016 7:10 p. m., "Matt Zagrabelny"  escribió:
>
> On Mon, Mar 14, 2016 at 1:08 PM, Matt Zagrabelny 
wrote:l
> >
> > The limitation of TxnBatch not updating the list of email recipients
> > should be fixed in 4.4.

Updating was in our short term plans. I'm glad to know this limitation was
removed.

Any other undesirable effects of using batch?

> >
> > We have an extension that BP wrote for us that I could share with you
> > if upgrading isn't feasible.
>
> ...or you could download it yourself. ;)
>
> https://metacpan.org/pod/RT::Extension::AjaxPreviewScrips

I understand this was integrated into 4.4 core?

Marcos
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* Washington DC - May 23 & 24, 2016

[rt-users] Order of multiple transactions in request

[Marcos Orallo]

Hi all,

I would like to know what determines the order of creation when a request
is translated into more than one transaction, and if this can be customized
somehow.

My use case: I want to add a tag [Resolved] to the subject of the resolving
comment *and only that*.

>From what I've seen, the Comment transaction always happens before the
Status change. Thus, the only way for any On Comment Notify X scrip to be
aware of the status change is to run it in Batch stage. But this eliminates
the possibility of identifying and modifying the recipients of the comment
while composing it, which is not acceptable for us.

Do you know any alternative way to achieve the same behaviour?

Our RT version is currently 4.2.11.

Thanks!

Marcos.
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

Re: [rt-users] How to access X-RT-Interface header from On Create scrip?

[Marcos Orallo]

Hello,

I don't know if an elegant solution using X-RT-Interface is possible, but I
can give a workaround. This is the custom condition we use to separate
ticket creation from web and mail:

pre
# Custom condition to notify when a ticket is created from e-mail
# Based on OnCreateFromEmail
# http://requesttracker.wikia.com/wiki/OnCreateFromEmail

my $trans = $self-TransactionObj;
return 0 unless $trans-Type eq Create;

my $msgattr = $trans-Message-First;
return 0 unless $msgattr;

return 0 unless $msgattr-GetHeader('Received');
return 1;
/pre

I hope it helps.

2015-07-07 3:16 GMT+02:00 Russell Jones russ...@jonesmail.me:

 I am trying to access the new X-RT-Interface header in order to determine
 within a Scrip if a ticket was created via Email or Web. However whenever I
 try to create a new ticket and use an On Create scrip to read this header,
 I get errors saying Can't call method GetHeader on an undefined value.

 Can anyone please provide an example of how to properly access this header?

 Thank you!

[rt-users] Notification sent to requestor even when squelched

[Marcos Orallo]

Hi all,

I manage an RT 4.2.11 deployment using Debian Wheezy, Apache 2.2, mod_fcgid

Today we had a very concerning issue regarding a notification being sent to
a requestor even when it had been explicitly unchecked in the recipients
list. At first I didn't believe the user, but then I found this in the log:

Jun 22 11:29:08RT:[user.info14] [6157]
rt-4.2.11-6157-1434965348-1424.4519-5...@rtdomain.com
reques...@address.com is blacklisted by notification checkboxes for
this transaction. Skipping
 Jun 22 11:29:55RT:[user.info14] [6145] 
 rt-4.2.11-6145-1434965395-786.4519-5...@rtdomain.com #4519/69938 - Scrip 59 
 On Correspond from web Notify Requestor and Ccs
 Jun 22 11:29:56RT:[user.info14] [6145] 
 rt-4.2.11-6145-1434965395-786.4519-5...@rtdomain.com sent  To: 
 reques...@address.com


You can see that the requestor address was unchecked, but he was notified
anyway. The notificatoin script uses a custom condition to just send the
notification when using the web interface, with the possibility of
squelching recipients manually. The default behaviour (implicit
notification to all requestors even for correspondence by mail) was
confusing for my team mates.

The only odd thing I can see in the log is that the Blacklisted and the
sent to ... entries are written by two different perl processes (PID 6157
and 6145 respectively). That didn't happen when I tried to reproduce the
issue (with no success).
Does anyone know if that's normal in mod_fcgid? Could it be the cause of
the problem?

It's a big problem for us if we cannot fully trust the platform to not
spread confidential information to unintended recipients.

Thank you in advance,

Marcos.

Re: [rt-users] Notification sent to requestor even when squelched

[Marcos Orallo]

Hi Alex,

Thanks for your reply. My comments inline.

2015-06-22 19:46 GMT+02:00 Alex Vandiver a...@chmrr.net:

 On Mon, 22 Jun 2015 19:10:50 +0200 Marcos Orallo m_ora...@yahoo.es
 wrote:
  I manage an RT 4.2.11 deployment using Debian Wheezy, Apache 2.2,
  mod_fcgid
 
  Today we had a very concerning issue regarding a notification being
  sent to a requestor even when it had been explicitly unchecked in the
  recipients list. At first I didn't believe the user, but then I found
  this in the log:
  [snip]

 There's a 47-second interval between the first and the second of
 those.  Can you show the full log of everything between them?


That's the full log, nothing in between (syslog, info level). The gap is
indeed strange...


 My guess is that the first one was a dry run to list the potential
 recipients,
 and the second was the actual submission.  This would explain the
 different process IDs, as well as the different behaviors.


But the blacklisting happened just for that transaction when composing
the message, it was not a permanent squelch. So the system didn't know it
was blacklisted in the preparation stage...



  You can see that the requestor address was unchecked, but he was
  notified anyway. The notificatoin script uses a custom condition to
  just send the notification when using the web interface, with the
  possibility of squelching recipients manually. The default behaviour
  (implicit notification to all requestors even for correspondence by
  mail) was confusing for my team mates.

 Your wording is confusing.  Is this jut the stock Notify Requestor and
 Ccs action, with a custom condition?


Exactly. This is the custom condition, taken from RT wiki, IIRC.

my $trans = $self-TransactionObj;
return 0 unless $trans-Type eq Correspond;

my $msgattr = $trans-Message-First;
return 0 unless $msgattr;

return 1 unless $msgattr-GetHeader('Received');
return 0;

Re: [rt-users] Notification sent to requestor even when squelched

[Marcos Orallo]

Hi Todd,

Thank you for the suggestion. However, in this case, it was a Reply with
One-Time-CCs, so I guess a Comment is not the best option. Moreover, we
don't have control of the mail domain, and you wouldn't believe the
bureaucracy and delay to get a mail alias for comments.

It's true that our use of the system is not always adapted to the platform,
my colleagues want the WebUI to be basically a mail client on steroids.
They want all external recipients to be explicit, either when sending a
mail from their client, or in the webUI message composing screen.

Even if I understand the design of RT, I think a few features would make it
come close to what users are most accustomed to in a mail client, and make
it more flexible:

- Correspondance subject independent from the ticket title. Copied from the
transaction that you are replying to.
- Default recipients selected based on the sender of the transaction you
are replying to, even if they are not the Requestors (with the full list of
Requestors available for checking if desired).
- One-Time-To. There is an extension for this, but I couldn't make it work
properly with RT 4.2.
- Preserved To, CC in mail notifications, by setting them to a different
value independent from the SMTP envelope.
- Show full list of recipients for transactions in History
- Collapsible individual transactions in History.

Anyway, I should maybe wait for Christmas... :-)

Kind regards,
Marcos.

2015-06-22 19:54 GMT+02:00 Todd Wade t...@bestpractical.com:

 On 6/22/15 1:10 PM, Marcos Orallo wrote:

 It's a big problem for us if we cannot fully trust the platform to not
 spread confidential information to unintended recipients.


 Along with Alex's suggestions / questions, it sounds like this workflow
 would benefit from the comment functionality. Ticket comments allow
 communication via your internal team (AdminCCs) but do not notify
 Requestors and Ccs.

Re: [rt-users] rt-crontool not sending mail, no errors

[Marcos Orallo]

I may be suggesting the obvious again but did you make sure the template
works? Does it have any perl code?

Do you get the transactions showed in your output registered in the
database?
El 25/5/2015 8:53 a. m., Fredrik Nyström fredrik.nyst...@prevas.se
escribió:

  Hi,

 Thanks for your reply.

 If I try your command example, I get an debug output of:



 [Mon May 25 06:41:58 2015] [debug]: RT::Date used Time::ParseDate to make
 'now' 1432536118 (/opt/rt4/bin/../lib/RT/Date.pm:240)



 And the output from the command in my previous mail, shows result of two
 tickets:



 18079:

 Using transaction #111037...

 18331:

 Using transaction #113770...





 The two ticket I have “faked” and set a due date in.

 I can’t find what is wrong. No error, but there is no mail sent.



 /Fredrik



 *From:* marcosora...@gmail.com [mailto:marcosora...@gmail.com] *On Behalf
 Of *Marcos Orallo
 *Sent:* Saturday, May 23, 2015 4:58 PM
 *To:* Fredrik Nyström
 *Cc:* rt-users@lists.bestpractical.com
 *Subject:* Re: [rt-users] rt-crontool not sending mail, no errors



 Hi Fredrik,


 Have you tried using a simpler BeforeDue condition to test? Something like
 --condition-arg 2h. I don't think you need to specify the 0d, and it
 may confuse the condition module.

 You can also try to modify the search to return something very specific
 (search by ticket id for example) so that you can verify that the --action
 part works properly.

 I have similar notifications for Reminders working with the following
 command, just in case it's useful:

 /opt/rt4/bin/rt-crontool \
 --search RT::Search::FromSQL \
 --search-arg 'Type = reminder and (Status = open
 or Status = new) and Due  now' \
 --condition RT::Condition::BeforeDue \
 --condition-arg 5m \
 --action RT::Action::Notify \
 --action-arg Owner,AlwaysNotifyActor \
 --transaction first \
 --template 'Reminder'

 Regards.





 2015-05-22 13:03 GMT+02:00 Fredrik Nyström fredrik.nyst...@prevas.se:

  Hi,

 I'm trying to use rt-crontool, to send out reminders when a ticket expires
 due date.



 The command and output is like this, but no mail is sent:



 [root@server ~]# /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL
 \

  --search-arg 'Queue = The Queue and (Status = open or Status
 = new)' \

  --condition RT::Condition::BeforeDue \

  --condition-arg 0d2h3m1s \

  --action RT::Action::NotifyGroup \

  --action-arg 'm...@domain.se' \

  --transaction first \

  --template 'Reminder due soon' \

  --verbose \

  --log debug

 [3011] [Wed May 20 06:53:26 2015] [debug]: The RTAddressRegexp option is
 not set in the config. Not setting this option results in additional SQL
 queries to check whether each address belongs to RT or not. It is
 especially important to set this option if RT recieves emails on addresses
 that are not in the database or config.
 (/opt/rt4/bin/../lib/RT/Config.pm:505)

 18079:

 Using transaction #111037...

 18331:

 Using transaction #113770...



 Does anyone know, what could be the problem here?



 And, yes, mailing works, when you for exapmle resolve a ticket from the
 web interface.



 BR

 Fredrik

Re: [rt-users] rt-crontool not sending mail, no errors

[Marcos Orallo]

Hi Fredrik,

Have you tried using a simpler BeforeDue condition to test? Something like
--condition-arg 2h. I don't think you need to specify the 0d, and it
may confuse the condition module.
You can also try to modify the search to return something very specific
(search by ticket id for example) so that you can verify that the --action
part works properly.

I have similar notifications for Reminders working with the following
command, just in case it's useful:

/opt/rt4/bin/rt-crontool \
--search RT::Search::FromSQL \
--search-arg 'Type = reminder and (Status = open or
Status = new) and Due  now' \
--condition RT::Condition::BeforeDue \
--condition-arg 5m \
--action RT::Action::Notify \
--action-arg Owner,AlwaysNotifyActor \
--transaction first \
--template 'Reminder'

Regards.


2015-05-22 13:03 GMT+02:00 Fredrik Nyström fredrik.nyst...@prevas.se:

  Hi,

 I'm trying to use rt-crontool, to send out reminders when a ticket expires
 due date.



 The command and output is like this, but no mail is sent:



 [root@server ~]# /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL
 \

  --search-arg 'Queue = The Queue and (Status = open or Status
 = new)' \

  --condition RT::Condition::BeforeDue \

  --condition-arg 0d2h3m1s \

  --action RT::Action::NotifyGroup \

  --action-arg 'm...@domain.se' \

  --transaction first \

  --template 'Reminder due soon' \

  --verbose \

  --log debug

 [3011] [Wed May 20 06:53:26 2015] [debug]: The RTAddressRegexp option is
 not set in the config. Not setting this option results in additional SQL
 queries to check whether each address belongs to RT or not. It is
 especially important to set this option if RT recieves emails on addresses
 that are not in the database or config.
 (/opt/rt4/bin/../lib/RT/Config.pm:505)

 18079:

 Using transaction #111037...

 18331:

 Using transaction #113770...



 Does anyone know, what could be the problem here?



 And, yes, mailing works, when you for exapmle resolve a ticket from the
 web interface.



 BR

 Fredrik

Re: [rt-users] Show recipient on ticket update - not working

[Marcos Orallo]

Hi Cris,

Check if you have Scrip for On correspondence notify Requestor and CC
enabled, in Normal stage (you can check this in Applies to section when
editing the scrip).

If you have it in Batch, you won't be able to see and edit the predicted
recipients when replying or commenting.

Cheers.
El 06/03/2015 13:13, Guadagnino Cristiano guadagnino.cristi...@creval.it
escribió:

Hi all,
I have both the 'Recipients' and the 'Scrips and Recipients' sections
empty when I resolve/reply to a ticket.
I mean, I see no recipients and no check boxes.
I have no warnings/errors in the log.

What can it be that is causing this behavior?

Thank you in advance.
Cris

Re: [rt-users] Interface customization of a new case (Ticket create.html)

[Marcos Orallo]

Hi Marisol,

It sounds like you didn't delete the Mason cache, usually in
/opt/rt4/var/mason_data/obj.
You can follow the instructions here:
http://requesttracker.wikia.com/wiki/CleanMasonCache

Also, to prevent your changes to be overwritten by RT updates in the
future, you would probably want to implement your changes as a local file.
You have to copy *Create.html* from /opt/rt4/share/html/Ticket/ to /opt/rt4/
*local*/share/html/Ticket/
RT will always load the local files instead of the default ones. More info
here: http://requesttracker.wikia.com/wiki/CustomizingWithLocalDir

Regards,
Marcos.

2015-01-15 20:16 GMT+01:00 Marisol Rojas mro...@tekprovider.net:

 Hi

 Good Day, I am writing because we are testing with RT to begin to implement
 it in the company, but we are looking at the possibility of using code to
 change the arrangement of the interface discharge of a new case. According 
 have
 identified the file to modify is located in the Ticket / create.html,
 which we have made changes to the text, but to save the file or overwrite the
 file and enter the RT implementing the modifications made are not
 displayed.

 So what we want to see if they can guide us in how is the proper way to
 make changes to the code and see it reflected in the web interface of RT,
 and if there is any way to bind options for a custom field with a field other
 than custom and preset at RT.

 In advance thank you, we wait for your reply.

 Greetings !!