Re: [rt-users] Convert Other Ticketing System DB to RT?
We just left the old one behind for reference in case we needed it, and moved over all active tickets to the new system. -Mark From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Michael Steen Sent: Thursday, August 04, 2011 7:29 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Convert Other Ticketing System DB to RT? Kenn, Anything that you can find would be appreciated. Thanks, Mike On Thu, Aug 4, 2011 at 7:08 PM, Kenneth Crocker kfcroc...@lbl.govmailto:kfcroc...@lbl.gov wrote: Michael, Several years ago we needed to convert some tickets from a home ticket system to RT. We did it via a perl program using the API. I'd have to search some of my old archives to find it, if you are interested. Kenn LBNL On Thu, Aug 4, 2011 at 3:12 PM, Michael Steen michael.st...@livetext.commailto:michael.st...@livetext.com wrote: All, I am wondering if anyone has successfully converted a database from another ticketing system to RT. I found a thread from 2008 about OTRS (http://www.gossamer-threads.com/lists/rt/users/81165) in which Jesse said that most people abandon their former ticketing systems to start fresh with RT. In my case, I have about 1200 tickets that I would like to save currently living in a Support Center ticketing system by Quality Unit. If anyone has had success in converting a DB, and/or if there is any existing documentation I haven't found, please let me know. Also, if anyone has met with failure attempting to do something like this, I would appreciate your feedback, as well. I'd like to avoid wasted effort if it's not worth it in the long run. Thanks, Mike 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html Electronic Privacy Notice. This e-mail, and any attachments, contains information that is, or may be, covered by electronic communications privacy laws, and is also confidential and proprietary in nature. If you are not the intended recipient, please be advised that you are legally prohibited from retaining, using, copying, distributing, or otherwise disclosing this information in any manner. Instead, please reply to the sender that you have received this communication in error, and then immediately delete it. Thank you in advance for your cooperation 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Setting up HTTPS on RT 3.8
# more rt3.conf
VirtualHost *:80
ServerName rt.domain.com
ServerAdmin root@localhost
DocumentRoot /opt/rt3/share/html
Alias /robots.txt /var/www/html/robots.txt
RewriteEngine On
RewriteCond %{HTTPS} off
RewriteRule (.*) https://%{HTTP_HOST}%{REQUEST_URI}
AddDefaultCharset UTF-8
PerlRequire /opt/rt3/bin/webmux.pl
Directory /opt/rt3/share/html
Order allow,deny
Allow from all
SetHandler perl-script
PerlResponseHandler RT::Mason
/Directory
/VirtualHost
VirtualHost *:443
ServerName rt.domain.com:443
ServerAdmin root@localhost
DocumentRoot /opt/rt3/share/html
Alias /robots.txt /var/www/html/robots.txt
ErrorLog logs/mysslerror.log
sslEngine on
SSLProtocol -ALL +SSLv3 +TLSv1
SSLCipherSuite ALL:!aNULL:!ADH:!eNULL:!LOW:!EXP:RC4+RSA:+HIGH:+MEDIUM
TraceEnable off
LogLevel info
TransferLog logs/access_log
AddDefaultCharset UTF-8
PerlRequire /opt/rt3/bin/webmux.pl
Directory /opt/rt3/share/html
Order allow,deny
Allow from all
SetHandler perl-script
PerlResponseHandler RT::Mason
/Directory
sslCertificateFile /etc/httpd/certs/domain.com.crt
sslCertificateKeyFile /etc/httpd/certs/domain.cert-nopwd.pem
sslCertificateChainFile /etc/httpd/certs/gd_bundle.crt
/VirtualHost
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Brahim Sakka
Sent: Wednesday, July 13, 2011 3:56 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Setting up HTTPS on RT 3.8
Hello list,
I have an RT 3.8 installation and I want to set up HTTPS (no mixed content,
everything over HTTPS).
Anyone can tell me how to do that (and sorry for the noob question) ?
Thanks in advance
Electronic Privacy Notice. This e-mail, and any attachments, contains
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received this communication in error, and then immediately delete it. Thank you
in advance for your cooperation
2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] New RT installation on CentOS
You would have to enable pop on gmail, and setup fetchmail. http://requesttracker.wikia.com/wiki/POP3Mailgate -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of nanastasiou Sent: Tuesday, May 24, 2011 11:12 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] New RT installation on CentOS Hi, I've been trying to install RT on a new CentOS Server following this guide. http://requesttracker.wikia.com/wiki/CentOS5InstallPlusSome http://requesttracker.wikia.com/wiki/CentOS5InstallPlusSome When comes to the EMAIL section I am not sure how to proceed. We don't use exchange but Gmail to handle all our emails. Can I still use Gmail for emails with RT ? Thanks -- View this message in context: http://old.nabble.com/New-RT-installation-on-CentOS-tp31691158p31691158.html Sent from the Request Tracker - User mailing list archive at Nabble.com. Electronic Privacy Notice. This e-mail, and any attachments, contains information that is, or may be, covered by electronic communications privacy laws, and is also confidential and proprietary in nature. If you are not the intended recipient, please be advised that you are legally prohibited from retaining, using, copying, distributing, or otherwise disclosing this information in any manner. Instead, please reply to the sender that you have received this communication in error, and then immediately delete it. Thank you in advance for your cooperation
[rt-users] On create, send email only during time window?
Right now, I am using this code to send an email to the group of people that
are part of a group.
I want to add another user to the group, but only want that user to get an
email from 7pm to 7am m-f, and all day Sat Sun.
Can anyone help me out with this? Thanks! We want to create an email
address for an on-call email box.
-Mark
To: {
my $GroupName = 'HelpDesk';
# instantiate a group object
my $addGroupObj = RT::Group-new($RT::SystemUser);
$addGroupObj-LoadUserDefinedGroup($GroupName);
return undef unless $addGroupObj;
my $addGroupMembersObj = $addGroupObj-UserMembersObj;
my $res = '';
# walk through members of group
while ( my $userObj = $addGroupMembersObj-Next) {
my $email = $userObj-EmailAddress;
next unless $email; # email can be empty
$res .= ', ' if $res;
$res .= $email;
}
$res;
}
Mark Jenks
Network Administrator
[IOD Incorporated E-Mail Signature Graphic 02-21-11]
1030 Ontario Road Green Bay, WI 54311 p: 920.406.3702
mark.je...@iodincorporated.commailto:mark.je...@iodincorporated.com
Electronic Privacy Notice. This e-mail, and any attachments, contains
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information in any manner. Instead, please reply to the sender that you have
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in advance for your cooperation
inline: image001.jpg
Re: [rt-users] Users Handbook
Me too! :) Thanks! -Mark -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Susan McClure Sent: Wednesday, April 20, 2011 2:29 PM To: RT-Users; Ken Crocker Subject: Re: [rt-users] Users Handbook Kenn Make me a me three for the Handbook as well. Thanks ! Susie Electronic Privacy Notice. This e-mail, and any attachments, contains information that is, or may be, covered by electronic communications privacy laws, and is also confidential and proprietary in nature. If you are not the intended recipient, please be advised that you are legally prohibited from retaining, using, copying, distributing, or otherwise disclosing this information in any manner. Instead, please reply to the sender that you have received this communication in error, and then immediately delete it. Thank you in advance for your cooperation
[rt-users] Remove a post to the group?
I posted something out here, and now the link is showing up in Google search, and I want to get rid of it. Is there a way to completely remove a post? http://www.mail-archive.com/rt-users@lists.bestpractical.com/msg27228.ht ml Mark Jenks Network Administrator 1030 Ontario Road Green Bay, WI 54311 p: 920.406.3702 mark.je...@iodincorporated.com Electronic Privacy Notice. This e-mail, and any attachments, contains information that is, or may be, covered by electronic communications privacy laws, and is also confidential and proprietary in nature. If you are not the intended recipient, please be advised that you are legally prohibited from retaining, using, copying, distributing, or otherwise disclosing this information in any manner. Instead, please reply to the sender that you have received this communication in error, and then immediately delete it. Thank you in advance for your cooperation image001.jpg
[rt-users] Google crawlers.
I posted some links here when I was having problems with RT3. Now google is showing up with those links and is now trying to crawl my site. I tried to drop robots.txt into the html folder, but it goes to the logon screen instead of showing me the robots.txt file. What do I need to do? Could we remove my original post from gossamer? Or how do I get the robots.txt file to work? I know they can only get to the front screen of RT without logging in, but I don't want it to show up in google search at all. Thanks! -Mark Mark Jenks Network Administrator 1030 Ontario Road Green Bay, WI 54311 p: 920.406.3702 mark.je...@iodincorporated.com Electronic Privacy Notice. This e-mail, and any attachments, contains information that is, or may be, covered by electronic communications privacy laws, and is also confidential and proprietary in nature. If you are not the intended recipient, please be advised that you are legally prohibited from retaining, using, copying, distributing, or otherwise disclosing this information in any manner. Instead, please reply to the sender that you have received this communication in error, and then immediately delete it. Thank you in advance for your cooperation image001.jpg
Re: [rt-users] Google crawlers.
I guess I'm going for the DNS blocking method, since I don't see where to put in a robots.txt file into RT. I'll have to do some custom conf.d stuff when I get back into the office next week. -Mark From: Jason Ledford [mailto:jledf...@biltmore.com] Sent: Thursday, December 09, 2010 7:10 AM To: Mark Jenks Cc: RT-Users@lists.bestpractical.com Subject: RE: Google crawlers. http://www.google.com/support/webmasters/bin/answer.py?hl=enanswer=1647 34 If you own the site, you can verify your ownership in Webmaster Tools and use the verified URL removal tool to remove an entire directory from Google's search results. Before using the URL Removal Tool, you must use robots.txt to block crawler access to the directory http://www.google.com/support/webmasters/bin/answer.py?answer=156449 (or, if you're removing a site, to your whole site). (For more information about blocking search engines from confidential information, see Blocking Google http://www.google.com/support/webmasters/bin/answer.py?answer=93708 .) Returning a 404 HTTP status code isn't enough, because it's possible for a directory to return a 404 status code, but still serve out files underneath it. Using robots.txt to block a directory ensures that all of its children are disallowed as well. Once you have completed one of the steps above, you can request removal of the directory and all of its contents from search results using the URL Removal Tool in Webmaster Tools. 1. On the Webmaster Tools home page, click the site you want. 2. On the Dashboard, click Site configuration in the left-hand navigation. 3. Click Crawler access, and then click Remove URL. 4. Click New removal request. 5. Type the URL of the directory you want removed from search results and then click Continue. How to find the right URL. http://www.google.com/support/webmasters/bin/answer.py?answer=63758 Note that the URL is case-sensitive-you will need to submit the URL using exactly the same characters and the same capitalization that the site uses. If you want to remove the whole site, you can leave this blank. 6. Click Remove directory 7. Select the checkbox to confirm that you have completed the requirements listed in this article, and then click Submit Request. Be careful when requesting removal of a site. The only reason you should request a site removal is when you want all the contents of a site permanently removed from Google's index. Removing https://www.example.com will also remove http://www.example.com, as well as http://example.com and https://example.com. If you're worried that your site may have a penalty, or you want to start from scratch after purchasing a domain from somebody else, we recommend filing a reconsideration request http://www.google.com/support/webmasters/bin/answer.py?answer=35843 letting us know what you're worried about and what has changed. If your site has been hacked, check this article for recommendations. http://www.google.com/support/webmasters/bin/answer.py?hl=enanswer=163 633 From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Mark Jenks Sent: Thursday, December 09, 2010 7:37 AM To: rt-users Subject: [rt-users] Google crawlers. I posted some links here when I was having problems with RT3. Now google is showing up with those links and is now trying to crawl my site. I tried to drop robots.txt into the html folder, but it goes to the logon screen instead of showing me the robots.txt file. What do I need to do? Could we remove my original post from gossamer? Or how do I get the robots.txt file to work? I know they can only get to the front screen of RT without logging in, but I don't want it to show up in google search at all. Thanks! -Mark Mark Jenks Network Administrator 1030 Ontario Road Green Bay, WI 54311 p: 920.406.3702 mark.je...@iodincorporated.com Electronic Privacy Notice. This e-mail, and any attachments, contains information that is, or may be, covered by electronic communications privacy laws, and is also confidential and proprietary in nature. If you are not the intended recipient, please be advised that you are legally prohibited from retaining, using, copying, distributing, or otherwise disclosing this information in any manner. Instead, please reply to the sender that you have received this communication in error, and then immediately delete it. Thank you in advance for your cooperation -- Electronic Privacy Notice. This e-mail, and any attachments, contains information that is, or may be, covered by electronic communications privacy laws, and is also confidential and proprietary in nature. If you are not the intended recipient, please be advised that you are legally prohibited from retaining, using, copying, distributing, or otherwise disclosing this information in any manner. Instead, please reply to the sender that you have received
[rt-users] Asset Comments.
I am running 3.8.8 and AT 1.2.4b1. What are the comments for? I add comments and nothing shows up anywhere? Even in history. -Mark Mark Jenks Network Administrator iod incorporated mark.je...@iodincorporated.com mailto:mark.je...@iodincorporated.com 920-406-3702 CONFIDENTIALITY NOTICE: The information contained in this email message, including any attachments, may be privileged, confidential and otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this message, including any attachments, is strictly prohibited. If you have received this email message in error, please notify the sender by reply email and delete/destroy the email message, including attachments, and any copies thereof. Although we have taken precautions to minimize the risk of transmitting viruses via email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for any damages sustained as a result of any such viruses. 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] Bulk update remove requestor wildcard?
Is there a way for me to bulk remove a requestor with a wildcard? I have 1000's of users that look like this, and want to remove them. I have already added a new requestor to them all that is generic, but want to remove all of the extra ones so I can remove the user accounts also. phone_5703424...@iod-mas I tried phon...@iod-mas and it didn't find a principal. Any help? Thanks! Mark Jenks Network Administrator iod incorporated mark.je...@iodincorporated.com mailto:mark.je...@iodincorporated.com 920-406-3702 CONFIDENTIALITY NOTICE: The information contained in this email message, including any attachments, may be privileged, confidential and otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this message, including any attachments, is strictly prohibited. If you have received this email message in error, please notify the sender by reply email and delete/destroy the email message, including attachments, and any copies thereof. Although we have taken precautions to minimize the risk of transmitting viruses via email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for any damages sustained as a result of any such viruses. 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] RTx-Tags clearing?
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? Mark Jenks Network Administrator iod incorporated mark.je...@iodincorporated.com mailto:mark.je...@iodincorporated.com 920-406-3702 CONFIDENTIALITY NOTICE: The information contained in this email message, including any attachments, may be privileged, confidential and otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this message, including any attachments, is strictly prohibited. If you have received this email message in error, please notify the sender by reply email and delete/destroy the email message, including attachments, and any copies thereof. Although we have taken precautions to minimize the risk of transmitting viruses via email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for any damages sustained as a result of any such viruses. 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?
Excellent! I didn't know that TAG's referred to resolved tickets also. I am now starting the process of going back through them and removing the offending tags. Thanks! -Original Message- From: Jerrad Pierce [mailto:jpie...@cambridgeenergyalliance.org] Sent: Wednesday, September 15, 2010 4:52 PM To: Mark Jenks Cc: rt-users Subject: 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. CONFIDENTIALITY NOTICE: The information contained in this email message, including any attachments, may be privileged, confidential and otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this message, including any attachments, is strictly prohibited. If you have received this email message in error, please notify the sender by reply email and delete/destroy the email message, including attachments, and any copies thereof. Although we have taken precautions to minimize the risk of transmitting viruses via email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for any damages sustained as a result of any such viruses. 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] Purging old attachments?
I'd like to do something from the command line, but I'm having a hard time putting this together. It's part of the Shredder. I want to search a Queue, for everything matches a subject Voice Mail, that is Resolved, and Resolved more than 30 days. I then want to remove the *.wav attachment that is located in the tickets. Thanks for pointing me in the right direction! -Mark Mark Jenks Network Administrator iod incorporated mark.je...@iodincorporated.com mailto:mark.je...@iodincorporated.com 920-406-3702 CONFIDENTIALITY NOTICE: The information contained in this email message, including any attachments, may be privileged, confidential and otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this message, including any attachments, is strictly prohibited. If you have received this email message in error, please notify the sender by reply email and delete/destroy the email message, including attachments, and any copies thereof. Although we have taken precautions to minimize the risk of transmitting viruses via email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for any damages sustained as a result of any such viruses. 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] RT::Authen::ExternalAuth AutoCreate [Un]Privileged Users
I'm just going off memory of what I have read, but can't you have more
than one LDAP to look up against and have the AutoCreate in the LDAP
portion of the config?
Maybe have one for RT=Privileged and one for non-RT=normal autocreate?
-Mark
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Robert
Gabriel
Sent: Monday, September 06, 2010 6:25 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] RT::Authen::ExternalAuth AutoCreate [Un]Privileged
Users
-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1
Hello all,
I've done some initial investigation but this doesn't seem to be so
simple for me to do.
Please can someone assist?
I'm using RT::Authen::ExternalAuth and have the following working:
External auth with LDAP and auto create privileged users if they are
in 'rt' group in LDAP.
How can unprivileged users be auto created if they are in LDAP but not
in the 'rt' group when they send a mail ticket request so they can login
through self service access?
PS What should the ExternalInfoPriority be set to if no LDAP
lookups for creating new users via RT?
Thanks.
Set( $rtname, '***.***.**.**');
Set($Organization , '.***.**.**');
Set($Timezone , 'Africa/Johannesburg');
Set(@Plugins,(qw(Extension::QuickDelete RT::FM
RT::Authen::ExternalAuth)));
Set( @Plugins, qw(RT::Authen::ExternalAuth) );
Set($RTAddressRegexp , '^(-***)?...@***\.**\.**$');
Set($LogToSyslog , 'debug');
Set($LogToScreen, 'debug');
Set($DatabaseType , 'mysql');
Set($DatabaseHost , '');
Set($DatabaseRTHost , '');
Set($DatabasePort , '');
Set($DatabaseUser , '');
Set($DatabasePassword , '*');
Set($DatabaseName , '');
Set($DatabaseRequireSSL , undef);
Set($OwnerEmail , 'root');
Set($MaxAttachmentSize , 1000);
Set($CanonicalizeOnCreate, 0);
Set($AutoCreate, {Privileged = 1});
require
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm;
Set($ExternalAuthPriority, ['My_LDAP']);
Set($ExternalInfoPriority, ['My_LDAP']);
Set($ExternalServiceUsesSSLorTLS, 0);
Set($AutoCreateNonExternalUsers, 0);
Set($ExternalSettings, {
'My_LDAP' = {
'type'= 'ldap',
'server' = '**',
'user'= '',
'pass'= '',
'base'= 'dc=,dc=***,dc=**,dc=**',
'filter' = '(objectClass=*)',
'd_filter'= '(objectClass=FooBarBaz)',
'tls' = 0,
'ssl_version' = 3,
'net_ldap_args' = [version = 3],
'group' = 'cn=rt,ou=groups,dc=,dc=,dc=**,dc=***',
'group_attr' = 'member',
'attr_match_list' = ['Name', 'EmailAddress'],
'attr_map'= {'Name' = 'uid', 'RealName' = 'cn',
'ExternalAuthId' = 'uid', 'Gecos' = 'cn', 'EmailAddress' = 'mail'}
}
}
);
-BEGIN PGP SIGNATURE-
Version: GnuPG v2.0.14 (GNU/Linux)
Comment: Using GnuPG with Fedora - http://enigmail.mozdev.org/
iQEcBAEBAgAGBQJMhM+hAAoJEBMzHChmstlqrfsH/3UFar4PQFUBjN3o7pc4iBce
8oOGftGf75+0/CZkVVt3ogOo+JCFWlfpSb21Kh4YKYMUZ2NXRQVWQO6O25iO8u0x
8aL/rkzei98mKCNlkWP6O/lVIiXeTzAHMJgHJpbC207mEcqRFCKToJ61nOnmtU8I
PBZntO+SRK5V/i+WPFk75/ZmAayJ30wZxVZmThjKPPpINSMkP/y5naUAH1aFwuk0
LMg5CcxloOxq0pEFA6PfQGjetk8NEeF6T01ypS8R8+ArQBrBBJYUJkhuPrRjge3o
Dyl9Eb0wE/HwubZBVixSvLoTMFj4tPo+mYHth+cexMyRZf7br6ieWMSSOwYFNzA=
=dkSU
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RT Training in Washington DC, USA on Oct 25 26 2010
Last one this year -- Learn how to get the most out of RT!
CONFIDENTIALITY NOTICE: The information contained in this email message,
including any attachments, may be
privileged, confidential and otherwise protected from disclosure. If the
reader of this message is not the
intended recipient, you are hereby notified that any use, dissemination,
distribution or copying of this
message, including any attachments, is strictly prohibited. If you have
received this email message in
error, please notify the sender by reply email and delete/destroy the email
message, including attachments,
and any copies thereof. Although we have taken precautions to minimize the
risk of transmitting viruses via
email and attachments thereto, we do not guarantee that either is virus-free,
and we accept no liability for
any damages sustained as a result of any such viruses.
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] embed link in email notification
I just added this to mine.
In the Global Autoreply template, I added:
You can check the current status and history of the request at:
{RT-Config-Get('WebURL')}Ticket/Display.html?id={$Ticket-id}
To the end before the thank you.
-Mark
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of charlie
Sent: Friday, September 03, 2010 2:11 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] embed link in email notification
How would I include a link to a newly created ticket in the email text
that is sent to requestors?
thanks,
--
Charlie Farinella
Appropriate Solutions, Inc.
603.924.6079
RT Training in Washington DC, USA on Oct 25 26 2010
Last one this year -- Learn how to get the most out of RT!
CONFIDENTIALITY NOTICE: The information contained in this email message,
including any attachments, may be
privileged, confidential and otherwise protected from disclosure. If the
reader of this message is not the
intended recipient, you are hereby notified that any use, dissemination,
distribution or copying of this
message, including any attachments, is strictly prohibited. If you have
received this email message in
error, please notify the sender by reply email and delete/destroy the email
message, including attachments,
and any copies thereof. Although we have taken precautions to minimize the
risk of transmitting viruses via
email and attachments thereto, we do not guarantee that either is virus-free,
and we accept no liability for
any damages sustained as a result of any such viruses.
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] Scrip failure following 3.8.1 - 3.8.8 upgrade
Do you have a Return 1; in the Condition and/or Prep code?
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of John
Beranek
Sent: Wednesday, August 18, 2010 9:23 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Scrip failure following 3.8.1 - 3.8.8 upgrade
We've just upgraded our RT installation from 3.8.1 to 3.8.8 and it
mostly went very seamlessly.
However, since making the new version live I've noticed that one of our
global Scrips has stopped working.
The scrip reads:
Description: Open on take
Condition: User defined
Action: Open Tickets
Template:Global template: Blank
Stage: TransactionCreate
Custom Condition:
if ($self-TicketObj-Status eq 'new' $self-TransactionObj-Type eq
'Take')
{
return 1;
}
else
{
return undef;
}
So, a fairly simple Scrip to 'Open' a ticket when it's taken by someone.
However, since the upgrade to 3.8.8 it has stopped working.
Any idea what could be causing it? I don't see anything applicable in RT
or Apache logs...
Cheers,
John.
[Apologies for the horrible disclaimer, it's out of my hands]
--
John Beranek, Senior Software Engineer, Engineering Tools Group
Pace plc.Tel: +44 1274 538356
Victoria Road, Saltaire, Shipley Fax: +44 1274 538056
West Yorkshire, BD18 3LF, UK.Web: http://www.pace.com/
[Pace plc is registered in England and Wales #1672847]
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without the prior consent of the sender. Pace plc is registered in
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Last one this year -- Learn how to get the most out of RT!
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[rt-users] AssetTracker.
I am running RT-3.8.8 and AT-1.2.4b1 and am having some problems. First off, not everyone can create assets. Some people get Asset could not be created due to an internal error. What can I look at? Also, I installed the AT-Shedder, but it doesn't seem to be working with the RTx shredder. Am I missing something? Mark Jenks Network Administrator iod incorporated mark.je...@iodincorporated.com mailto:mark.je...@iodincorporated.com 920-406-3702 CONFIDENTIALITY NOTICE: The information contained in this email message, including any attachments, may be privileged, confidential and otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this message, including any attachments, is strictly prohibited. If you have received this email message in error, please notify the sender by reply email and delete/destroy the email message, including attachments, and any copies thereof. Although we have taken precautions to minimize the risk of transmitting viruses via email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for any damages sustained as a result of any such viruses. 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] Where is HTML code for Create.html?
Something like this would be great for V4. Search RTFM and send
responses.
Or at least a plugin?
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Max
McGrath
Sent: Friday, August 13, 2010 8:40 AM
To: G.Booth
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Where is HTML code for Create.html?
Thanks Garry -
I was able to find everything I asked for!
New question:
How/where would I fit:
textarea name=Message id=Message class=Field300 rows=8
onkeyup=ARS(this.id http://this.id/ );/textarea
div id=SearchResults/div
into the actual RT code:
tr
td colspan=6
|/lDescribe the issue below/:br /
% $m-callback( %ARGS, QueueObj = $QueueObj, CallbackName =
'BeforeMessageBox' );
% if (exists $ARGS{Content}) {
/Elements/MessageBox, Default = $ARGS{Content}, IncludeSignature =
0
% } else {
/Elements/MessageBox, QuoteTransaction = $QuoteTransaction
%}
% $m-callback( %ARGS, QueueObj = $QueueObj, CallbackName =
'AfterMessageBox' );
br /
/td
/tr
I want to keep the page exactly the same, and not mess up anything with
any database interaction -- but I'd love to have this ARS from the
knowledge base pop up!
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgr...@carthage.edu
On Fri, Aug 13, 2010 at 2:48 AM, G.Booth g.bo...@lboro.ac.uk wrote:
Hi Max
The html is held in several areas
You will need to copy /opt/rt3/share/html/Elements/header to
/opt/rt3/local/html/Elements/ for the header section
and
/opt/rt3/share/html/Ticket/Create.html to
/opt/rt3/local/html/Ticket for the body.
Hi Max
Just to add, the Header file is used by more than just Create.html. If
you want your modifcations to only appear in Create.html and not in say
Modify.html, change the name of the Header file in
/opt/rt3/local/html/Elements to HeaderCreate (or whatever you fancy) and
then modify your local Create.html so the first line of code (afer the
Best Practical blurb):
/Elements/Header,
now reads
/Elements/HeaderCreate,
regards
Garry
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and we accept no liability for
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Last one this year -- Learn how to get the most out of RT!
[rt-users] Multiple replys at once.
How does this happen? The user didn't do anything special, they just went to send it and just it started repeating the Update. Also, there are a few people here that when they are typing it sends automatically before they are done. I think these are people that double-space a lot when typing. * Tue Aug 10 15:33:16 2010 (74.3k) by MNavin https://help.iodincorporated.com/Ticket/Attachment/25773/14219/Brainerd %20Scanner%20PO%23%20001521.pdf.pdf * Tue Aug 10 15:33:15 2010 (74.3k) by MNavin https://help.iodincorporated.com/Ticket/Attachment/25770/14214/Brainerd %20Scanner%20PO%23%20001521.pdf.pdf * Tue Aug 10 15:33:14 2010 (74.3k) by MNavin https://help.iodincorporated.com/Ticket/Attachment/25767/14209/Brainerd %20Scanner%20PO%23%20001521.pdf.pdf * Tue Aug 10 15:33:13 2010 (74.3k) by MNavin https://help.iodincorporated.com/Ticket/Attachment/25764/14204/Brainerd %20Scanner%20PO%23%20001521.pdf.pdf * Tue Aug 10 15:33:12 2010 (74.3k) by MNavin https://help.iodincorporated.com/Ticket/Attachment/25761/14199/Brainerd %20Scanner%20PO%23%20001521.pdf.pdf * Tue Aug 10 15:33:10 2010 (74.3k) by MNavin https://help.iodincorporated.com/Ticket/Attachment/25758/14194/Brainerd %20Scanner%20PO%23%20001521.pdf.pdf * Tue Aug 10 15:33:09 2010 (74.3k) by MNavin https://help.iodincorporated.com/Ticket/Attachment/25755/14189/Brainerd %20Scanner%20PO%23%20001521.pdf.pdf * Tue Aug 10 15:33:08 2010 (74.3k) by MNavin https://help.iodincorporated.com/Ticket/Attachment/25752/14184/Brainerd %20Scanner%20PO%23%20001521.pdf.pdf * Tue Aug 10 15:33:07 2010 (74.3k) by MNavin https://help.iodincorporated.com/Ticket/Attachment/25749/14179/Brainerd %20Scanner%20PO%23%20001521.pdf.pdf * Tue Aug 10 15:33:06 2010 (74.3k) by MNavin https://help.iodincorporated.com/Ticket/Attachment/25746/14174/Brainerd %20Scanner%20PO%23%20001521.pdf.pdf * Tue Aug 10 15:33:05 2010 (74.3k) by MNavin https://help.iodincorporated.com/Ticket/Attachment/25743/14167/Brainerd %20Scanner%20PO%23%20001521.pdf.pdf -Mark CONFIDENTIALITY NOTICE: The information contained in this email message, including any attachments, may be privileged, confidential and otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this message, including any attachments, is strictly prohibited. If you have received this email message in error, please notify the sender by reply email and delete/destroy the email message, including attachments, and any copies thereof. Although we have taken precautions to minimize the risk of transmitting viruses via email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for any damages sustained as a result of any such viruses. 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] RT 3.8 Active Directory integration and singlesign-on
I use LdapBrowser to validate my ldap credentials and look inside of AD when needed. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Eugene M. Evans Sent: Tuesday, August 10, 2010 7:33 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT 3.8 Active Directory integration and singlesign-on Kevin, Thank you for your suggestions. Try using the ldapsearch command line client, I find it is much closer to the way the perl ldap library is connecting. Once you make that connect, the same user should be fine. One thing about AD is that sometimes the AD server responds better to a user of samaccountn...@domain (email address style login) rather than a full DN, but I've never found an explanation for why. yes, I had been trying to use ldapsearch but was getting bogged down in getting it configured to work. First had to install OpenLdap which also depended on BerkeleyDB, then ran out of HDD space and finally gave up. I was able to get it to run but never did get it to return anything at the command line. Ended up I was able to to get things working without that and without resorting to the samaccountn...@domain format (see my reply today to Mike Johnson), but may try it as a test anyway just to have an alternative in case something down the road requires it. I appreciate the help. Sincerely, Gene Evans CONFIDENTIALITY NOTICE: The information contained in this email message, including any attachments, may be privileged, confidential and otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this message, including any attachments, is strictly prohibited. If you have received this email message in error, please notify the sender by reply email and delete/destroy the email message, including attachments, and any copies thereof. Although we have taken precautions to minimize the risk of transmitting viruses via email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for any damages sustained as a result of any such viruses. 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] [Rt-announce] RT for Mobile Devices 0.9
According to earlier in the thread:
We've found the lower-bound on the extension. Looks like it's 3.8.3. And
you _really_ ought to be running at least 3.8.5 or newer.
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of John
Bartelt
Sent: Monday, August 09, 2010 7:14 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] [Rt-announce] RT for Mobile Devices 0.9
From: Jesse Vincent je...@bestpractical.com
... We've only
tested this on a recent RT 3.8, but it _should_ work on older versions
of RT.
I'd like to try it with our 3.6.6 installation. The instructions say:
Add RT::Extension::MobileUI to your /opt/rt3/etc/RT_SiteConfig.pm file
Set(@Plugins, qw(RT::Extension::MobileUI));
Is that supported in 3.6? I went ahead and tried it.
Here's the error message when I try to go to /m:
System error
error: Can't locate object method Config via package RT at
/opt/rt3.6.6/share/html/m/index.html line 4.
context:
1: | _elements/wrapper, title = loc(RT for
[_1],RT-Config-Get('rtname'))
2: _elements/menu
3: _elements/full_site_link
4: /
5:
code stack: /opt/rt3.6.6/share/html/m/index.html:4
/opt/rt3.6.6/share/html/autohandler:291
Any help in getting this to work appreciated.
John
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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including any attachments, may be
privileged, confidential and otherwise protected from disclosure. If the
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and we accept no liability for
any damages sustained as a result of any such viruses.
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Re: [rt-users] Email Priority.
Anyone have any suggestions why the below is not working?
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Mark
Jenks
Sent: Wednesday, August 04, 2010 1:00 PM
To: Christian Loos
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Email Priority.
That is exactly what I have an when I send an email into the queue with
the priority on, it doesn't set it.I see it when I show full
headers.
How do you debug a scrip?
-Original Message-
From: Christian Loos [mailto:cl...@netcologne.de]
Sent: Wednesday, August 04, 2010 10:48 AM
To: Mark Jenks
Cc: rt-users@lists.bestpractical.com
Subject: Re: Email Priority.
You have to create a new scrip with:
Description: On Create Set Priority
Condition: On Create
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate
and my code in 'Custom action cleanupcode'.
-Chris
Am 04.08.2010 17:28, schrieb Mark Jenks:
Okay, I modified the original On create notify requestors and put
that
code in. Got nothing.
Created a new On create set priority and it still didn't do
anything.
-Mark
-Original Message-
From: Christian Loos [mailto:cl...@netcologne.de]
Sent: Wednesday, August 04, 2010 3:54 AM
To: Mark Jenks
Cc: rt-users@lists.bestpractical.com
Subject: Re: Email Priority.
Create a scrip 'On Create' with the following 'Custom action cleanup
code':
my $ticket;
my $attachment = $self-TransactionObj-Attachments-First;
return 1 unless $attachment;
my $prio = $attachment-GetHeader('Priority');
return 1 unless $prio;
if ( $prio eq 'Urgent' ) {
$ticket-SetPriority(50);
}
return 1;
-chris
Am 03.08.2010 20:17, schrieb Mark Jenks:
Is there a way to set a ticket priority to 50 if the user sets the
Email
from outlook to Urgent?
Inside of the headers of the email exists Priority: Urgent.
Can that be checked and acted on when a ticket gets created?
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privileged, confidential and otherwise protected from disclosure. If
the reader of this message is not the
intended recipient, you are hereby notified that any use, dissemination,
distribution or copying of this
message, including any attachments, is strictly prohibited. If you have
received this email message in
error, please notify the sender by reply email and delete/destroy the
email message, including attachments,
and any copies thereof. Although we have taken precautions to minimize
the risk of transmitting viruses via
email and attachments thereto, we do not guarantee that either is
virus-free, and we accept no liability for
any damages sustained as a result of any such viruses.
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
CONFIDENTIALITY NOTICE: The information contained in this email message,
including any attachments, may be
privileged, confidential and otherwise protected from disclosure. If the
reader of this message is not the
intended recipient, you are hereby notified that any use, dissemination,
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message, including any attachments, is strictly prohibited. If you have
received this email message in
error, please notify the sender by reply email and delete/destroy the email
message, including attachments,
and any copies thereof. Although we have taken precautions to minimize the
risk of transmitting viruses via
email and attachments thereto, we do not guarantee that either is virus-free,
and we accept no liability for
any damages sustained as a result of any such viruses.
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Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Email Priority.
Okay, I'm looking at debug. It never runs my new Global Scrip of On
Create Set Priority.
-Mark
[Thu Aug 5 19:28:21 2010] [info]:
rt-3.8.8-12447-1281036500-344.1543-...@iodincorporated.com #1543/22696
- Scrip 4 On Create Notify AdminCcs
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:300)
[Thu Aug 5 19:28:21 2010] [info]:
rt-3.8.8-12447-1281036500-344.1543-...@iodincorporated.com No
recipients found. Not sending.
(/opt/rt3/bin/../lib/RT/Interface/Email.pm:352)
[Thu Aug 5 19:28:21 2010] [info]:
rt-3.8.8-12447-1281036500-1485.1543-1...@iodincorporated.com
#1543/22696 - Scrip 19 On Create Notify Ccs
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:300)
[Thu Aug 5 19:28:21 2010] [info]:
rt-3.8.8-12447-1281036500-1485.1543-1...@iodincorporated.com No
recipients found. Not sending.
(/opt/rt3/bin/../lib/RT/Interface/Email.pm:352)
[Thu Aug 5 19:28:21 2010] [info]:
rt-3.8.8-12447-1281036501-1702.1543-...@iodincorporated.com
#1543/22696 - Scrip 3 On Create Notify Requestors
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:300)
[Thu Aug 5 19:28:21 2010] [info]:
rt-3.8.8-12447-1281036501-1702.1543-...@iodincorporated.com sent To:
mark.je...@iodincorporated.com
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:331)
[Thu Aug 5 19:28:21 2010] [info]: Ticket 1543 created in queue
'Systems' by mark.jenks (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:671)
-Original Message-
From: Mark Jenks
Sent: Thursday, August 05, 2010 11:39 AM
To: Mark Jenks; Christian Loos
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Email Priority.
Anyone have any suggestions why the below is not working?
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Mark
Jenks
Sent: Wednesday, August 04, 2010 1:00 PM
To: Christian Loos
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Email Priority.
That is exactly what I have an when I send an email into the queue with
the priority on, it doesn't set it.I see it when I show full
headers.
How do you debug a scrip?
-Original Message-
From: Christian Loos [mailto:cl...@netcologne.de]
Sent: Wednesday, August 04, 2010 10:48 AM
To: Mark Jenks
Cc: rt-users@lists.bestpractical.com
Subject: Re: Email Priority.
You have to create a new scrip with:
Description: On Create Set Priority
Condition: On Create
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate
and my code in 'Custom action cleanupcode'.
-Chris
Am 04.08.2010 17:28, schrieb Mark Jenks:
Okay, I modified the original On create notify requestors and put
that
code in. Got nothing.
Created a new On create set priority and it still didn't do
anything.
-Mark
-Original Message-
From: Christian Loos [mailto:cl...@netcologne.de]
Sent: Wednesday, August 04, 2010 3:54 AM
To: Mark Jenks
Cc: rt-users@lists.bestpractical.com
Subject: Re: Email Priority.
Create a scrip 'On Create' with the following 'Custom action cleanup
code':
my $ticket;
my $attachment = $self-TransactionObj-Attachments-First;
return 1 unless $attachment;
my $prio = $attachment-GetHeader('Priority');
return 1 unless $prio;
if ( $prio eq 'Urgent' ) {
$ticket-SetPriority(50);
}
return 1;
-chris
Am 03.08.2010 20:17, schrieb Mark Jenks:
Is there a way to set a ticket priority to 50 if the user sets the
Email
from outlook to Urgent?
Inside of the headers of the email exists Priority: Urgent.
Can that be checked and acted on when a ticket gets created?
CONFIDENTIALITY NOTICE: The information contained in this email
message, including any attachments, may be
privileged, confidential and otherwise protected from disclosure. If
the reader of this message is not the
intended recipient, you are hereby notified that any use, dissemination,
distribution or copying of this
message, including any attachments, is strictly prohibited. If you have
received this email message in
error, please notify the sender by reply email and delete/destroy the
email message, including attachments,
and any copies thereof. Although we have taken precautions to minimize
the risk of transmitting viruses via
email and attachments thereto, we do not guarantee that either is
virus-free, and we accept no liability for
any damages sustained as a result of any such viruses.
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
CONFIDENTIALITY NOTICE: The information contained in this email message,
including any attachments, may be
privileged, confidential and otherwise protected from disclosure. If the
reader of this message is not the
intended recipient, you are hereby notified that any use, dissemination,
distribution or copying of this
message, including any attachments, is strictly prohibited. If you have
received this email message in
error, please notify the sender by reply email and delete/destroy the email
message, including
Re: [rt-users] Email Priority.
Okay! Figured it out.
Set Priority should be:
$self-TicketObj-SetPriority( 100 );
Also, I needed a Return 1; in the preparation line.
-Original Message-
From: Mark Jenks
Sent: Thursday, August 05, 2010 11:39 AM
To: Mark Jenks; Christian Loos
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Email Priority.
Anyone have any suggestions why the below is not working?
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Mark
Jenks
Sent: Wednesday, August 04, 2010 1:00 PM
To: Christian Loos
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Email Priority.
That is exactly what I have an when I send an email into the queue with
the priority on, it doesn't set it.I see it when I show full
headers.
How do you debug a scrip?
-Original Message-
From: Christian Loos [mailto:cl...@netcologne.de]
Sent: Wednesday, August 04, 2010 10:48 AM
To: Mark Jenks
Cc: rt-users@lists.bestpractical.com
Subject: Re: Email Priority.
You have to create a new scrip with:
Description: On Create Set Priority
Condition: On Create
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate
and my code in 'Custom action cleanupcode'.
-Chris
Am 04.08.2010 17:28, schrieb Mark Jenks:
Okay, I modified the original On create notify requestors and put
that
code in. Got nothing.
Created a new On create set priority and it still didn't do
anything.
-Mark
-Original Message-
From: Christian Loos [mailto:cl...@netcologne.de]
Sent: Wednesday, August 04, 2010 3:54 AM
To: Mark Jenks
Cc: rt-users@lists.bestpractical.com
Subject: Re: Email Priority.
Create a scrip 'On Create' with the following 'Custom action cleanup
code':
my $ticket;
my $attachment = $self-TransactionObj-Attachments-First;
return 1 unless $attachment;
my $prio = $attachment-GetHeader('Priority');
return 1 unless $prio;
if ( $prio eq 'Urgent' ) {
$ticket-SetPriority(50);
}
return 1;
-chris
Am 03.08.2010 20:17, schrieb Mark Jenks:
Is there a way to set a ticket priority to 50 if the user sets the
Email
from outlook to Urgent?
Inside of the headers of the email exists Priority: Urgent.
Can that be checked and acted on when a ticket gets created?
CONFIDENTIALITY NOTICE: The information contained in this email
message, including any attachments, may be
privileged, confidential and otherwise protected from disclosure. If
the reader of this message is not the
intended recipient, you are hereby notified that any use, dissemination,
distribution or copying of this
message, including any attachments, is strictly prohibited. If you have
received this email message in
error, please notify the sender by reply email and delete/destroy the
email message, including attachments,
and any copies thereof. Although we have taken precautions to minimize
the risk of transmitting viruses via
email and attachments thereto, we do not guarantee that either is
virus-free, and we accept no liability for
any damages sustained as a result of any such viruses.
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
CONFIDENTIALITY NOTICE: The information contained in this email message,
including any attachments, may be
privileged, confidential and otherwise protected from disclosure. If the
reader of this message is not the
intended recipient, you are hereby notified that any use, dissemination,
distribution or copying of this
message, including any attachments, is strictly prohibited. If you have
received this email message in
error, please notify the sender by reply email and delete/destroy the email
message, including attachments,
and any copies thereof. Although we have taken precautions to minimize the
risk of transmitting viruses via
email and attachments thereto, we do not guarantee that either is virus-free,
and we accept no liability for
any damages sustained as a result of any such viruses.
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Email Priority.
Okay, I modified the original On create notify requestors and put that
code in. Got nothing.
Created a new On create set priority and it still didn't do anything.
-Mark
-Original Message-
From: Christian Loos [mailto:cl...@netcologne.de]
Sent: Wednesday, August 04, 2010 3:54 AM
To: Mark Jenks
Cc: rt-users@lists.bestpractical.com
Subject: Re: Email Priority.
Create a scrip 'On Create' with the following 'Custom action cleanup
code':
my $ticket;
my $attachment = $self-TransactionObj-Attachments-First;
return 1 unless $attachment;
my $prio = $attachment-GetHeader('Priority');
return 1 unless $prio;
if ( $prio eq 'Urgent' ) {
$ticket-SetPriority(50);
}
return 1;
-chris
Am 03.08.2010 20:17, schrieb Mark Jenks:
Is there a way to set a ticket priority to 50 if the user sets the
Email
from outlook to Urgent?
Inside of the headers of the email exists Priority: Urgent.
Can that be checked and acted on when a ticket gets created?
CONFIDENTIALITY NOTICE: The information contained in this email message,
including any attachments, may be
privileged, confidential and otherwise protected from disclosure. If the
reader of this message is not the
intended recipient, you are hereby notified that any use, dissemination,
distribution or copying of this
message, including any attachments, is strictly prohibited. If you have
received this email message in
error, please notify the sender by reply email and delete/destroy the email
message, including attachments,
and any copies thereof. Although we have taken precautions to minimize the
risk of transmitting viruses via
email and attachments thereto, we do not guarantee that either is virus-free,
and we accept no liability for
any damages sustained as a result of any such viruses.
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Email Priority.
That is exactly what I have an when I send an email into the queue with
the priority on, it doesn't set it.I see it when I show full
headers.
How do you debug a scrip?
-Original Message-
From: Christian Loos [mailto:cl...@netcologne.de]
Sent: Wednesday, August 04, 2010 10:48 AM
To: Mark Jenks
Cc: rt-users@lists.bestpractical.com
Subject: Re: Email Priority.
You have to create a new scrip with:
Description: On Create Set Priority
Condition: On Create
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate
and my code in 'Custom action cleanupcode'.
-Chris
Am 04.08.2010 17:28, schrieb Mark Jenks:
Okay, I modified the original On create notify requestors and put
that
code in. Got nothing.
Created a new On create set priority and it still didn't do
anything.
-Mark
-Original Message-
From: Christian Loos [mailto:cl...@netcologne.de]
Sent: Wednesday, August 04, 2010 3:54 AM
To: Mark Jenks
Cc: rt-users@lists.bestpractical.com
Subject: Re: Email Priority.
Create a scrip 'On Create' with the following 'Custom action cleanup
code':
my $ticket;
my $attachment = $self-TransactionObj-Attachments-First;
return 1 unless $attachment;
my $prio = $attachment-GetHeader('Priority');
return 1 unless $prio;
if ( $prio eq 'Urgent' ) {
$ticket-SetPriority(50);
}
return 1;
-chris
Am 03.08.2010 20:17, schrieb Mark Jenks:
Is there a way to set a ticket priority to 50 if the user sets the
Email
from outlook to Urgent?
Inside of the headers of the email exists Priority: Urgent.
Can that be checked and acted on when a ticket gets created?
CONFIDENTIALITY NOTICE: The information contained in this email message,
including any attachments, may be
privileged, confidential and otherwise protected from disclosure. If the
reader of this message is not the
intended recipient, you are hereby notified that any use, dissemination,
distribution or copying of this
message, including any attachments, is strictly prohibited. If you have
received this email message in
error, please notify the sender by reply email and delete/destroy the email
message, including attachments,
and any copies thereof. Although we have taken precautions to minimize the
risk of transmitting viruses via
email and attachments thereto, we do not guarantee that either is virus-free,
and we accept no liability for
any damages sustained as a result of any such viruses.
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] form-workflow during ticket creation
Sounds like custom fields to me. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Robert Urban Sent: Wednesday, August 04, 2010 7:23 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] form-workflow during ticket creation hello folks, I'm new to RT. I'd like to set up ticket creation such that tables in an independent relational database (postgresql) can be used to force choices in some fields/menus, and perhaps display information in other fields. Example: my company offers products Product-A, Product-B, Product-C. Product-A has versions 2.11p3, 2.13, 3.0, etc. Product-B has versions b56-03, b56-04, b57-01 etc. I'd like a drop-down menu where ticket creator must choose Product-A, Product-B, etc. After she has chosen the applicable product, I'd like another drop-down menu with the appropriate versions for that product. I've done a bit of research and it isn't clear to me if this is possible, or if it is, what RT mechanisms could be used to implement it. Is it possible? If yes, I would be grateful for some pointers to examples/howtos or other tips on how to proceed. I can imagine that the above could be *relative* simple to implement. I can imagine a somewhat trickier scenario, though, in which the ticket creator has to supply a license-ID in a field, after which the menus above (product, version), would be dynamically populated after a DB lookup to determine what products and/or versions were linked to that particular license-ID. Is *that* possible? (well, without getting into nitty-gritty AJAX programming?) thanks, Rob Urban Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com CONFIDENTIALITY NOTICE: The information contained in this email message, including any attachments, may be privileged, confidential and otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this message, including any attachments, is strictly prohibited. If you have received this email message in error, please notify the sender by reply email and delete/destroy the email message, including attachments, and any copies thereof. Although we have taken precautions to minimize the risk of transmitting viruses via email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for any damages sustained as a result of any such viruses. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Email Priority.
Is there a way to set a ticket priority to 50 if the user sets the Email from outlook to Urgent? Inside of the headers of the email exists Priority: Urgent. Can that be checked and acted on when a ticket gets created? Mark Jenks Network Administrator iod incorporated mark.je...@iodincorporated.com mailto:mark.je...@iodincorporated.com 920-406-3702 CONFIDENTIALITY NOTICE: The information contained in this email message, including any attachments, may be privileged, confidential and otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this message, including any attachments, is strictly prohibited. If you have received this email message in error, please notify the sender by reply email and delete/destroy the email message, including attachments, and any copies thereof. Although we have taken precautions to minimize the risk of transmitting viruses via email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for any damages sustained as a result of any such viruses. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Autoreply for CC
You need to create a scrip to send to CC's. Just like the requestor one. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of jendras Sent: Monday, August 02, 2010 2:38 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Autoreply for CC Hi, I am using RT 3.8.7. When RT sends back a acknowledgment to requestor it is not including CC addresses from mail. How can I make this happen? RT should send a mail to requestor and separate mail to CC addresses. -- View this message in context: http://old.nabble.com/Autoreply-for-CC-tp29322678p29322678.html Sent from the Request Tracker - User mailing list archive at Nabble.com. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com CONFIDENTIALITY NOTICE: The information contained in this email message, including any attachments, may be privileged, confidential and otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this message, including any attachments, is strictly prohibited. If you have received this email message in error, please notify the sender by reply email and delete/destroy the email message, including attachments, and any copies thereof. Although we have taken precautions to minimize the risk of transmitting viruses via email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for any damages sustained as a result of any such viruses. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] speeding up rt-shredder
Here is a crazy idea that I'm sure will have some kickback. But you can run more than one version of RT on the same box. Archive the old one and start a new one and learn from the lessons? -Mark -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of ronald higgins Sent: Tuesday, July 27, 2010 5:26 PM To: Maxwell Rathbone Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] speeding up rt-shredder Well, @ 1 ticket deleted per 40 seconds it will only take 324 days to clean up the DB. This is a bit crazy. On Tue, Jul 27, 2010 at 10:33 PM, Maxwell Rathbone mrathb...@sagonet.com wrote: I'd love the ability to export the attachments and store them on the filesystem instead of in the database. Would certainly cut down the database size! I did find this, if it helps anyone: http://github.com/bestpractical/rt-extension-utils/blob/master/sbin/rt-extract-attachment This allows the extraction or exporting of the attachments. However that still doesn't solve the problem of the attachment being in the database, or how to reference it from the ticket. I read on this mailing list on 4/29, regarding Attachments on disk?: Hi Thierry, there is a addon bps wrote but it is not available public at the moment. Hopefully Jesse will push it out some day. Torsten So as it stands, it appears there still is no method of doing this. So if anyone succeeds in writing a patch, please share it! Max On 7/27/2010 4:08 PM, Asif Iqbal wrote: On Tue, Jul 27, 2010 at 3:54 PM, G.Boothg.bo...@lboro.ac.uk wrote: On Tue, 27 Jul 2010 21:28:37 +0200 ronald higginsronald.higg...@gmail.com wrote: Hi Garry, The RT DB is currently 215GB in size, 1.5 Million Tickets (Attachments table has 7 million entries). Yes, this badboy is what I inherited with the new job. I've already built another MySQL DB with the tables partitioned intended for eventual cut over but the last few days have seen the current prod db taking a hit performance wise which is when i really started digging through the tickets looking for a stop gap until we can cut over, and i'm sure cutting the Tickets down by 700 000 will make a difference. By all means, send it :) All tools of the trade are always gladly received :) OMFG! Mine is 4GB, 15 tickets, so it looks like you've got some big attachments! Think this will be painful! will send script with explanation when I get back. I'd seriously look at the attachments table as my RT is 10% of yours in tickets, but only 2% the size. Can you zap attachments above 1Gb? would be nice if the attachments could be converted to link. we have a ftp server in same network that has lots of space. Anyone has done anything like this? If you reply please change the subject too. regards Garry Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com CONFIDENTIALITY NOTICE: The information contained in this email message, including any attachments, may be privileged, confidential and otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this message, including any attachments, is strictly prohibited. If you have received this email message in error, please notify the sender by reply email and delete/destroy the email message, including attachments, and any copies thereof. Although we have taken precautions to minimize the risk of transmitting viruses via email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for any damages sustained as a result of any such viruses. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] How to not create users in RT?
I have a queue setup that all Voicemails for a group of people get sent to, and the deal with them as tickets. I have it setup to create accounts and set passwords for non-domain users already, but I cannot change the from address to be the same for every voicemail. So I am getting 1000's of users created on RT with npa-nxx-x...@domain. Can I just not create those accounts if they are from @domain?Pretty much a ticket with no requestor? Mark Jenks Network Administrator iod incorporated mark.je...@iodincorporated.com mailto:mark.je...@iodincorporated.com 920-406-3702 CONFIDENTIALITY NOTICE: The information contained in this email message, including any attachments, may be privileged, confidential and otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this message, including any attachments, is strictly prohibited. If you have received this email message in error, please notify the sender by reply email and delete/destroy the email message, including attachments, and any copies thereof. Although we have taken precautions to minimize the risk of transmitting viruses via email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for any damages sustained as a result of any such viruses. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] DefaultQueue
I added: Set($DefaultQueue, 'Help'); To my RT_Siteconfig.pm -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Hossein Rafighi Sent: Wednesday, July 07, 2010 1:06 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] DefaultQueue Sorry, Perhaps I should have explained this a bit more. When users login and click on create ticket their tickets are not created in the default queue, but rather in a first queue on the list. Our default queue name happens to be in the middle of the dozen queues. Cheers, Hossein On 7/7/2010 10:54 AM, Hossein Rafighi wrote: Dear all, I've set the DefaultQueue in RT_SiteConfig.pm to one of the dozen queues we have, but it doesn't work. When users login they see the first queue in alphabetical order! Any ideas why? Many thanks in advance, and cheers, Hossein Rafighi -- _ _ _ _ _ _ _ Hossein Rafighi |_ _|| _ \ |_ _|| | | || \_/ || __|TRIUMF, 4004 Wesbrook Mall | | | |_| ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3 | | | _ / | | | \_/ || \_/ || __|Voice: (604) 222-1047 | | | | \ \ _| |_ | || | | || | Fax: (604) 222-1074 |_| |_| \_\|_| \___/ |_| |_||_| Website: http://www.triumf.ca Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com CONFIDENTIALITY NOTICE: The information contained in this email message, including any attachments, may be privileged, confidential and otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this message, including any attachments, is strictly prohibited. If you have received this email message in error, please notify the sender by reply email and delete/destroy the email message, including attachments, and any copies thereof. Although we have taken precautions to minimize the risk of transmitting viruses via email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for any damages sustained as a result of any such viruses. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Asset Tracker - Cloning.
I am running 3.8.8 and am trying to add the cloning to the asset tracker using this: http://code.google.com/p/asset-tracker-4rt/wiki/AssetCloning Where does the first section go? I already have a Default file, and don't understand where to install that. Everything I try to do, either removed the Asset button on the left, or breaks it completely. Thanks! -Mark Mark Jenks Network Administrator iod incorporated mark.je...@iodincorporated.com mailto:mark.je...@iodincorporated.com 920-406-3702 CONFIDENTIALITY NOTICE: The information contained in this email message, including any attachments, may be privileged, confidential and otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this message, including any attachments, is strictly prohibited. If you have received this email message in error, please notify the sender by reply email and delete/destroy the email message, including attachments, and any copies thereof. Although we have taken precautions to minimize the risk of transmitting viruses via email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for any damages sustained as a result of any such viruses. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RTFM issue.
I have RTFM 2.4.2 installed and seems to be mostly working correctly. But I can't finish setting it up to see. I don't have a place to put comments into the FAQ, so the notes that I found was to create a custom field. I have a Custom field called Body, Fill in one text area, applies to RTFM, and group rights are all set up. When I click on the Applies to and get the error: could not find component for path '/Elements/RT__FM__ClassCollection/ColumnMap' Thanks! Mark Jenks Network Administrator iod incorporated mark.je...@iodincorporated.com mailto:mark.je...@iodincorporated.com 920-406-3702 CONFIDENTIALITY NOTICE: The information contained in this email message, including any attachments, may be privileged, confidential and otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this message, including any attachments, is strictly prohibited. If you have received this email message in error, please notify the sender by reply email and delete/destroy the email message, including attachments, and any copies thereof. Although we have taken precautions to minimize the risk of transmitting viruses via email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for any damages sustained as a result of any such viruses. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Taking a ticket.
I have a new queue that I am setting up, and all of the users are currently setup for AdminCC. They get a copy of the original email (New ticket created), but when one of them goes in and Takes a ticket, how can I set it so no one else gets a copy of the emails anymore, just the requestor and taker. I've looked around, what am I missing? Mark Jenks Network Administrator iod incorporated mark.je...@iodincorporated.com mailto:mark.je...@iodincorporated.com 920-406-3702 CONFIDENTIALITY NOTICE: The information contained in this email message, including any attachments, may be privileged, confidential and otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this message, including any attachments, is strictly prohibited. If you have received this email message in error, please notify the sender by reply email and delete/destroy the email message, including attachments, and any copies thereof. Although we have taken precautions to minimize the risk of transmitting viruses via email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for any damages sustained as a result of any such viruses. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Taking a ticket.
I have a new queue that I am setting up, and all of the users are currently setup for AdminCC. They get a copy of the original email (New ticket created), but when one of them goes in and Takes a ticket, how can I set it so no one else gets a copy of the emails anymore, just the requestor and taker. I see that you can set permissions on owner, which is great. But what do I set for Watcher so they get an email notification of a new ticket? I've looked around, what am I missing? Mark Jenks Network Administrator iod incorporated mark.je...@iodincorporated.com 920-406-3702 CONFIDENTIALITY NOTICE: The information contained in this email message, including any attachments, may be privileged, confidential and otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this message, including any attachments, is strictly prohibited. If you have received this email message in error, please notify the sender by reply email and delete/destroy the email message, including attachments, and any copies thereof. Although we have taken precautions to minimize the risk of transmitting viruses via email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for any damages sustained as a result of any such viruses. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Blank lines in emails
I am seeing this too. Are you referring to the git stable, or the git 3.99 ? -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jesse Vincent Sent: Tuesday, June 22, 2010 1:10 PM To: Alyssa Hardy Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Blank lines in emails On Tue, Jun 22, 2010 at 10:04:17AM -0700, Alyssa Hardy wrote: Hi, One of my co-workers is complaining that they are seeing excessive blank lines in the emails they get from RT. I don't see any such thing on gmail. They use outlook. What's causing this, and how can I clean it up? Outlook 2007 and up are...insanely broken in how they send the text/plain parts of messages. Can you pull the latest lib/RT/Interface/Email.pm from git and see if it fixes things for you? Thanks! Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com CONFIDENTIALITY NOTICE: The information contained in this email message, including any attachments, may be privileged, confidential and otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this message, including any attachments, is strictly prohibited. If you have received this email message in error, please notify the sender by reply email and delete/destroy the email message, including attachments, and any copies thereof. Although we have taken precautions to minimize the risk of transmitting viruses via email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for any damages sustained as a result of any such viruses. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Blank lines in emails
I installed EmailParser.pm. I'll let everyone know if this fixes this issue with my Outlook 2007. -Original Message- From: Jesse Vincent [mailto:je...@bestpractical.com] Sent: Tuesday, June 22, 2010 4:09 PM To: Mark Jenks Cc: Alyssa Hardy; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Blank lines in emails On Tue, Jun 22, 2010 at 03:26:58PM -0500, Mark Jenks wrote: I just did a diff against my 3.8.8 and the 3.8-trunk and there are minimal changes made to it. It's in the body of the messages that are included each time. Every blank line seems to turn into to, so after 4-5 forwards there are huge gaps in them. It's been pointed out that I meant RT::EmailParser. Sorry about that. -Jesse CONFIDENTIALITY NOTICE: The information contained in this email message, including any attachments, may be privileged, confidential and otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this message, including any attachments, is strictly prohibited. If you have received this email message in error, please notify the sender by reply email and delete/destroy the email message, including attachments, and any copies thereof. Although we have taken precautions to minimize the risk of transmitting viruses via email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for any damages sustained as a result of any such viruses. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] AutoGeneratedPassword and LDAP
I have this installed as a template and really like the way it will work for people outside of the company.. http://wiki.bestpractical.com/view/AutogeneratedPassword But, there is something that I'm not sure how to do. If the user is a first time user, and submits a ticket via email, a password will be generated for them, even if they are in Active Directory. Is there a check 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. Thanks! -Mark CONFIDENTIALITY NOTICE: The information contained in this email message, including any attachments, may be privileged, confidential and otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this message, including any attachments, is strictly prohibited. If you have received this email message in error, please notify the sender by reply email and delete/destroy the email message, including attachments, and any copies thereof. Although we have taken precautions to minimize the risk of transmitting viruses via email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for any damages sustained as a result of any such viruses. 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's exactly what I was just thinking. How in the template can I check to see if it is coming from @domain.com, and skip the generation? -Original Message- From: Jerrad Pierce [mailto:jpie...@cambridgeenergyalliance.org] Sent: Friday, June 18, 2010 11:24 AM To: Mark Jenks Cc: rt-users Subject: 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. CONFIDENTIALITY NOTICE: The information contained in this email message, including any attachments, may be privileged, confidential and otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this message, including any attachments, is strictly prohibited. If you have received this email message in error, please notify the sender by reply email and delete/destroy the email message, including attachments, and any copies thereof. Although we have taken precautions to minimize the risk of transmitting viruses via email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for any damages sustained as a result of any such viruses. 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
I'm not a programmer anymore (Gave it up 15 years ago), but I do some scripting
now and then.. But this is what I came up with.
Does it look right?
I just changed:
if (($Transaction-CreatorObj-id != $RT::Nobody-id)
(!$Transaction-CreatorObj-Privileged)
($Transaction-CreatorObj-__Value('Password') eq '*NO-PASSWORD*')
)
if (($Transaction-CreatorObj-id != $RT::Nobody-id)
($RT::RequestorAddresses !~ m/domain.com/i)
(!$Transaction-CreatorObj-Privileged)
($Transaction-CreatorObj-__Value('Password') eq '*NO-PASSWORD*')
)
-Original Message-
From: Jerrad Pierce [mailto:jpie...@cambridgeenergyalliance.org]
Sent: Friday, June 18, 2010 11:24 AM
To: Mark Jenks
Cc: rt-users
Subject: 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.
CONFIDENTIALITY NOTICE: The information contained in this email message,
including any attachments, may be
privileged, confidential and otherwise protected from disclosure. If the
reader of this message is not the
intended recipient, you are hereby notified that any use, dissemination,
distribution or copying of this
message, including any attachments, is strictly prohibited. If you have
received this email message in
error, please notify the sender by reply email and delete/destroy the email
message, including attachments,
and any copies thereof. Although we have taken precautions to minimize the
risk of transmitting viruses via
email and attachments thereto, we do not guarantee that either is virus-free,
and we accept no liability for
any damages sustained as a result of any such viruses.
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
So you're saying it should be this? Like I said, I'm pretty much
trying to hack my way through this. If you could complete this for me,
it would be great.
Do I need to do anything to domain.com to escape the . ?
if (($Transaction-CreatorObj-id != $RT::Nobody-id)
($Ticket-QueueObj-AdminCc-MembersObj !~ m/domain.com/i)
(!$Transaction-CreatorObj-Privileged)
($Transaction-CreatorObj-__Value('Password') eq '*NO-PASSWORD*')
)
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jerrad
Pierce
Sent: Friday, June 18, 2010 1:53 PM
To: Kenneth Crocker
Cc: rt-users
Subject: Re: [rt-users] A little perl scrip help
The iterator is: $Ticket-QueueObj-AdminCc-MembersObj
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Re: [rt-users] AutoGeneratedPassword and LDAP
Should it be:
($Ticket-RequestorAddresses !~ m/domain\.com$/i)
Or
($RT::RequestorAddresses !~ m/domain\.com$/i)
Other than that, I think I got it.Might even add it to the wiki?
Thanks!
-Mark
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Mark Jenks
Sent: Friday, June 18, 2010 12:17 PM
To: Jerrad Pierce
Cc: rt-users
Subject: Re: [rt-users] AutoGeneratedPassword and LDAP
I'm not a programmer anymore (Gave it up 15 years ago), but I do some scripting
now and then.. But this is what I came up with.
Does it look right?
I just changed:
if (($Transaction-CreatorObj-id != $RT::Nobody-id)
(!$Transaction-CreatorObj-Privileged)
($Transaction-CreatorObj-__Value('Password') eq '*NO-PASSWORD*')
)
if (($Transaction-CreatorObj-id != $RT::Nobody-id)
($RT::RequestorAddresses !~ m/domain.com/i)
(!$Transaction-CreatorObj-Privileged)
($Transaction-CreatorObj-__Value('Password') eq '*NO-PASSWORD*')
)
-Original Message-
From: Jerrad Pierce [mailto:jpie...@cambridgeenergyalliance.org]
Sent: Friday, June 18, 2010 11:24 AM
To: Mark Jenks
Cc: rt-users
Subject: 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.
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