[rt-users] Autoreply Template Error
I’ve created a custom autoreply but seem to be getting an error in the logs
when a ticket is created. No autoreply message is being sent.
From the logs, I’ve worked out that this section of the template is causing
problems:
===
Your ticket has been given a {$Ticket-Priority 40 ? Low priority. There is
no fixed response time for this priority, but we will respond as time allows :
$Transaction-Priority 80 ? Medium priority. We will respond by the end of
the next working day : $Transaction-Priority 100 ? High priority. We will
respond within 6 working hours : Critical priority. We will respond within 2
working hours}. If you require a response before that time, please call the
Maintenance Support number.
===
The error I am getting is:
===
Oct 26 10:36:57 helpdesk RT: Template parsing error: RT::Transaction::Priority
Unimplemented in Text::Template::GEN13. (template line 10) Stack:
[/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm:495]
[template:10] [/opt/rt3/bin/../lib/RT/Template_Overlay.pm:425]
[/opt/rt3/bin/../lib/RT/Template_Overlay.pm:332]
[/opt/rt3/bin/../lib/RT/Template_Overlay.pm:312]
[/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:155]
[/opt/rt3/bin/../lib/RT/Action/Autoreply.pm:66]
[/opt/rt3/bin/../lib/RT/ScripAction_Overlay.pm:230]
[/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:448]
[/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:240]
[/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:169]
[/opt/rt3/bin/../lib/RT/Record.pm:1457]
[/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:660]
[/opt/rt3/bin/../lib/RT/Interface/Web.pm:1042]
[/opt/rt3/share/html/Ticket/Display.html:117]
[/opt/rt3/share/html/Ticket/Create.html:419]
[/opt/rt3/bin/../lib/RT/Interface/Web.pm:320]
[/opt/rt3/bin/../lib/RT/Interface/Web.pm:224] [/op
===
I have another scrip / template that sends out a message when the priority is
changed and it works okay, although that template uses $Ticket-OldValue and
$Ticket-NewValue as opposed to $Ticket-Priority.
If I understand it correctly, the priority isn’t implemted when a new ticket is
created? Can anybody shed any light on why this is happening and how to resolve
it?
Kind regards,
Paul Broadwith (MBCS)
Microsoft Certified Professional
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified for
2010 and Microsoft Registered Partner
Tel.: 0845 862 0292
Web: http://www.blueivy.co.uk http://www.blueivy.co.uk
image001.jpg
[rt-users] RTFM Upgrade - Different Paths?
I have a working install of RTFM (hardly used it but it does work). I've
just upgraded my installation of RTFM from v2.2.1 to v2.4.2 (latest). I
followed the instructions (perl Makefile.pm, make install).
However, upon viewing the version of the Perl module loaded under
Tools-Configuration-System Congfiguration, the version of the Perl
module RT::FM is still 2.2.1.
I then looked for the FM.pm vile as I know the version number is in
there. I now have two. A copy in /opt/rt3/local/lib/RT/FM.pm and
/opt/rt3/local/plugins/RT-FM/lib/RT/FM.pm. The first one is the old
version. The second is the new one.
So I went and simply renamed the files and folders in
/opt/rt3/local/lib/RT related to RTFM in the hope that RT would then
pickup the new version in the plugins folder. Didn't happen. RT fell
over.
So my question is - how do I get RT to use the new version and not the
old one?
Don't ask me how I ended up with an install in local/lib/RT - I have no
idea. I would have followed the instructions at the time of install as I
don't know enough about Perl, and too scared of wrecking my RT install,
to play around. Everything was installed at the default paths.
Any help appreciated.
Kind regards,
Paul Broadwith (MBCS)
Microsoft Certified Professional
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner
Tel.: 0845 862 0292
Web: http://www.blueivy.co.uk
Blue Ivy Limited is a limited company registered in Scotland.
Registered company number: SC 221649.
Registered VAT number: GB 774 8460 88.
Registered Office: 67 Kelburn Street, Barrhead, Glasgow, G78 1LD
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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!
[rt-users] Setting up Escalation
Bit stuck here.
Looked at the page
http://wiki.bestpractical.com/view/ConfigureEscalation to setup
Escalation. One of the examples suggested using this command line to
test it:
/opt/rt3/bin/rt-crontool --verbose --search RT::Search::FromSQL
--search-arg (Status='new' OR Status='open') AND FinalPriority 0 AND
Due 'Jan 1, 1970' --action RT::Action::Generic
So I did that and get the following error:
102: Processing without transaction, some conditions and actions may
fail. Consider using --transaction argumentAction prepared...Action
committed.
Many times (I assume the number is the ticket number).
The problem I *think* I am having is that the account that cron runs
under has to match a user in RT. I setup a user called rt_user in RT,
gave it Global Permissions to ShowTicket and ModifyTicket and then set
the account up in Linux (again as suggested in an example) , su into
that account and run the command above but then I get an error about not
finding RT_Config.pm - permission denied. I added rt_user to the root
group but still the same problem. So I had a brainwave, setup an account
on rt called root but it won't let me do that.
So, I'm stuck. I don't want to start playing around with permissions in
RT so can somebody please tell me what I need to do or point me in the
right direction? Have checked the RT Essentials book but nothing
significant in there.
Kind regards,
Paul Broadwith (MBCS)
Microsoft Certified Professional
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner
Blue Ivy Limited is a limited company registered in Scotland.
Registered company number: SC 221649.
Registered VAT number: GB 774 8460 88.
Registered Office: 67 Kelburn Street, Barrhead, Glasgow, G78 1LD
This email and its attachments may be confidential and are intended solely for
the use of the individual to whom it is addressed. Any views or opinions
expressed are solely those of the author and do not necessarily represent those
of ?Blue Ivy Ltd?.
If you are not the intended recipient of this email and its attachments, you
must take no action based upon them, nor must you copy or show them to anyone.
Please contact the sender if you believe you have received this email in error.
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Re: [rt-users] Query Builder - Custom Fields
Kenn,
Thanks for that. Unfortunately they are not showing up so I assume (or
does that make an ass ... etc) it doesn't work the same for CF's
attached to Ticket Transactions. The one that is attached to Tickets is
showing up though.
Does anybody use these type of CF's and get them to work in Query
Builder (or do I need to use another method to search these).
Kind regards,
Paul Broadwith (MBCS)
Microsoft Certified Professional
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner
Tel.: 0845 862 0292
Web: http://www.blueivy.co.uk
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: 03 August 2010 18:21
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Query Builder - Custom Fields
Paul,
You have to click either of the add these items options. That will
then tell Query Builder what Queues you are using and it will then find
the CF's that are applied to the Queue(s) you listed.
I don't use Transaction Custom Fields so I'm not much use for advise
there. Sorry.
Hope this helps.
Kenn
LBNL
On Tue, Aug 3, 2010 at 9:51 AM, Paul Broadwith
paul.broadw...@blueivy.co.uk wrote:
Kenn,
I think I'm further forward.
I have three CF's - one attached to Tickets and 2 attached to Ticket
Transactions.
When I go into Query Builder, the CF attached to tickets is shown at the
bottom of the 'Add Criteria' list without me doing anything. However, I
can't see the CF's attached to Ticket Transactions. How do I get them to
show?
When you also say 'selected a queue' - do you mean, select Queue Is
'QUEUE NAME' and THEN they appear or do I have to click the 'Add these
terms' button and THEN they appear? Or have I missed something?
Kind regards,
Paul Broadwith (MBCS)
Microsoft Certified Professional
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner
Tel.: 0845 862 0292
Web: http://www.blueivy.co.uk
From: rt-users-boun...@lists.bestpractical.com [mailto:
rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker
Sent: 03 August 2010 16:26
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Query Builder - Custom Fields
Paul,
In Query Builder, Custom Fields are not available until you have
selected a Queue. Remember, Custom Fields are applied to Queues, soo
until you tell RT what Queue(s) you want to select from, it won't know
what CF's to offer.
Kenn
LBNL
On Mon, Aug 2, 2010 at 2:29 PM, Paul Broadwith
paul.broadw...@blueivy.co.uk wrote:
After my last post, and a response, I have setup a few custom fields to
use. However I'm unable to see them in the Query Builder so that I can
search on them.
I have attached the custom fields to Ticket Transactions, applied them
to all objects and I have create a ticket update and entered data into
the fields. However, I simply can't see how to search on them.
A Google revealed that if I simply added a queue with tickets that the
field was in they would appear in the list ... well, they don't as most
of you won't be surprised to know.
I have noticed in the wiki that there are a few bits of code for
allowing searches with custom fields to be used, but they are all for
older version of RT. I am using 3.8.8.
Any pointers appreciated.
Kind regards,
Paul Broadwith (MBCS)
Microsoft Certified Professional
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner
Blue Ivy Limited is a limited company registered in Scotland.
Registered company number: SC 221649.
Registered VAT number: GB 774 8460 88.
Registered Office: 67 Kelburn Street, Barrhead, Glasgow, G78 1LD
This email and its attachments may be confidential and are intended
solely for the use of the individual to whom it is addressed. Any views
or opinions expressed are solely those of the author and do not
necessarily represent those of ?Blue Ivy Ltd?.
If you are not the intended recipient of this email and its attachments,
you must take no action based upon them, nor must you copy or show them
to anyone.
Please contact the sender if you believe you have received this email in
error.
{Blue Ivy Ltd - ICT For Small Businesses}
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
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Re: [rt-users] Query Builder - Custom Fields
AH (sound of penny dropping). So it does!
Next question then is how do I search for ticket transactions with a
custom field?
Kind regards,
Paul Broadwith (MBCS)
Microsoft Certified Professional
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner
Tel.: 0845 862 0292
Web: http://www.blueivy.co.uk
-Original Message-
From: Christian Loos [mailto:cl...@netcologne.de]
Sent: 04 August 2010 11:59
To: Paul Broadwith
Cc: rt-users@lists.bestpractical.com
Subject: Re: Query Builder - Custom Fields
You can only search for tickets with the query builder.
So you can only search for ticket customfields and not for transaction
customfields.
-chris
Am 04.08.2010 12:30, schrieb Paul Broadwith:
Kenn,
Thanks for that. Unfortunately they are not showing up so I assume (or
does that make an ass ... etc) it doesn't work the same for CF's
attached to Ticket Transactions. The one that is attached to Tickets
is showing up though.
Does anybody use these type of CF's and get them to work in Query
Builder (or do I need to use another method to search these).
Blue Ivy Limited is a limited company registered in Scotland.
Registered company number: SC 221649.
Registered VAT number: GB 774 8460 88.
Registered Office: 67 Kelburn Street, Barrhead, Glasgow, G78 1LD
This email and its attachments may be confidential and are intended solely for
the use of the individual to whom it is addressed. Any views or opinions
expressed are solely those of the author and do not necessarily represent those
of ?Blue Ivy Ltd?.
If you are not the intended recipient of this email and its attachments, you
must take no action based upon them, nor must you copy or show them to anyone.
Please contact the sender if you believe you have received this email in error.
{Blue Ivy Ltd - ICT For Small Businesses}
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] Query Builder - Custom Fields
After my last post, and a response, I have setup a few custom fields to
use. However I'm unable to see them in the Query Builder so that I can
search on them.
I have attached the custom fields to Ticket Transactions, applied them
to all objects and I have create a ticket update and entered data into
the fields. However, I simply can't see how to search on them.
A Google revealed that if I simply added a queue with tickets that the
field was in they would appear in the list ... well, they don't as most
of you won't be surprised to know.
I have noticed in the wiki that there are a few bits of code for
allowing searches with custom fields to be used, but they are all for
older version of RT. I am using 3.8.8.
Any pointers appreciated.
Kind regards,
Paul Broadwith (MBCS)
Microsoft Certified Professional
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner
Blue Ivy Limited is a limited company registered in Scotland.
Registered company number: SC 221649.
Registered VAT number: GB 774 8460 88.
Registered Office: 67 Kelburn Street, Barrhead, Glasgow, G78 1LD
This email and its attachments may be confidential and are intended solely for
the use of the individual to whom it is addressed. Any views or opinions
expressed are solely those of the author and do not necessarily represent those
of ?Blue Ivy Ltd?.
If you are not the intended recipient of this email and its attachments, you
must take no action based upon them, nor must you copy or show them to anyone.
Please contact the sender if you believe you have received this email in error.
{Blue Ivy Ltd - ICT For Small Businesses}
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Query Builder - Custom Fields
Kenn,
I think I'm further forward.
I have three CF's - one attached to Tickets and 2 attached to Ticket
Transactions.
When I go into Query Builder, the CF attached to tickets is shown at the
bottom of the 'Add Criteria' list without me doing anything. However, I
can't see the CF's attached to Ticket Transactions. How do I get them to
show?
When you also say 'selected a queue' - do you mean, select Queue Is
'QUEUE NAME' and THEN they appear or do I have to click the 'Add these
terms' button and THEN they appear? Or have I missed something?
Kind regards,
Paul Broadwith (MBCS)
Microsoft Certified Professional
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner
Tel.: 0845 862 0292
Web: http://www.blueivy.co.uk
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: 03 August 2010 16:26
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Query Builder - Custom Fields
Paul,
In Query Builder, Custom Fields are not available until you have
selected a Queue. Remember, Custom Fields are applied to Queues, soo
until you tell RT what Queue(s) you want to select from, it won't know
what CF's to offer.
Kenn
LBNL
On Mon, Aug 2, 2010 at 2:29 PM, Paul Broadwith
paul.broadw...@blueivy.co.uk wrote:
After my last post, and a response, I have setup a few custom fields to
use. However I'm unable to see them in the Query Builder so that I can
search on them.
I have attached the custom fields to Ticket Transactions, applied them
to all objects and I have create a ticket update and entered data into
the fields. However, I simply can't see how to search on them.
A Google revealed that if I simply added a queue with tickets that the
field was in they would appear in the list ... well, they don't as most
of you won't be surprised to know.
I have noticed in the wiki that there are a few bits of code for
allowing searches with custom fields to be used, but they are all for
older version of RT. I am using 3.8.8.
Any pointers appreciated.
Kind regards,
Paul Broadwith (MBCS)
Microsoft Certified Professional
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner
Blue Ivy Limited is a limited company registered in Scotland.
Registered company number: SC 221649.
Registered VAT number: GB 774 8460 88.
Registered Office: 67 Kelburn Street, Barrhead, Glasgow, G78 1LD
This email and its attachments may be confidential and are intended
solely for the use of the individual to whom it is addressed. Any views
or opinions expressed are solely those of the author and do not
necessarily represent those of ?Blue Ivy Ltd?.
If you are not the intended recipient of this email and its attachments,
you must take no action based upon them, nor must you copy or show them
to anyone.
Please contact the sender if you believe you have received this email in
error.
{Blue Ivy Ltd - ICT For Small Businesses}
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
image001.jpg
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] Setting RT to gather stats and bill for tickets
I didn't get any response to this - I'm assuming it's either far too
easy to do and I should know how to do it or it's too complicated and
nobody has done it ...
Can ANYBODY offer ANY suggestions at all or just a pointer in the right
direction?
Kind regards,
Paul Broadwith (MBCS)
Microsoft Certified Professional
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner
Tel.: 0845 862 0292
Web: http://www.blueivy.co.uk
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Paul
Broadwith
Sent: 28 July 2010 20:03
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Setting RT to gather stats and bill for tickets
I'm hoping somebody can point me in the right direction or even better,
somebody has already done this. I've been using RT for some time now
(around a year) and started really using it heavily in the last 4
months. It's great. I love it. But it's Perl based and I'm not J
What I want to do is effectively get RT to give me some stats on the
type of tickets / comments that have been logged and what they are
logged for. I want to also be able to flag each ticket response as
billable or unbillable and be able to total it up (either manually or
preferably automatically).
I have clients on different contracts. Some get server work included,
some server and workstations and some everything. Sometimes a ticket
will include work on servers, workstations or other stuff. When I do
some work, I enter a comment about it and how long it took. What I want
to do is enter a comment, flag whether it's server, workstation, other
or onsite work and whether it is billable or not. At the end of the
month I would like to get a list of all the comments and group them by
workstation / server etc. and say 'this month we did 14 hours of work on
servers, 52 on workstations' Etc. etc. I could also then total all
the billable work and invoice for that accordingly as each client has
their own queue.
I am about to look at Custom Fields in the hope it will help me, but
before I do this would anybody be able to tell me if this is the way to
go or if there is a better way to do it?
Any help much appreciated. Thanks in advance.
Kind regards,
Paul Broadwith (MBCS)
Microsoft Certified Professional
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner
Tel.: 0845 862 0292
Web: http://www.blueivy.co.uk
Blue Ivy Limited is a limited company registered in Scotland. Company
number: SC 221649. VAT number: GB 774 8460 88.
Registered Office: 67 Kelburn Street, Barrhead, Glasgow, G78 1LD
This email and its attachments may be confidential and are intended
solely for the use of the individual to whom it is addressed. Any views
or opinions expressed are solely those of the author and do not
necessarily represent those of Blue Ivy Ltd.
If you are not the intended recipient of this email and its attachments,
you must take no action based upon them, nor must you copy or show them
to anyone.
Please contact the sender if you believe you have received this email in
error.
{Blue Ivy Ltd - ICT For Small Businesses}
image001.jpg
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] Setting RT to gather stats and bill for tickets
I'm hoping somebody can point me in the right direction or even better,
somebody has already done this. I've been using RT for some time now
(around a year) and started really using it heavily in the last 4
months. It's great. I love it. But it's Perl based and I'm not J
What I want to do is effectively get RT to give me some stats on the
type of tickets / comments that have been logged and what they are
logged for. I want to also be able to flag each ticket response as
billable or unbillable and be able to total it up (either manually or
preferably automatically).
I have clients on different contracts. Some get server work included,
some server and workstations and some everything. Sometimes a ticket
will include work on servers, workstations or other stuff. When I do
some work, I enter a comment about it and how long it took. What I want
to do is enter a comment, flag whether it's server, workstation, other
or onsite work and whether it is billable or not. At the end of the
month I would like to get a list of all the comments and group them by
workstation / server etc. and say 'this month we did 14 hours of work on
servers, 52 on workstations' Etc. etc. I could also then total all
the billable work and invoice for that accordingly as each client has
their own queue.
I am about to look at Custom Fields in the hope it will help me, but
before I do this would anybody be able to tell me if this is the way to
go or if there is a better way to do it?
Any help much appreciated. Thanks in advance.
Kind regards,
Paul Broadwith (MBCS)
Microsoft Certified Professional
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner
Tel.: 0845 862 0292
Web: http://www.blueivy.co.uk http://www.blueivy.co.uk
Blue Ivy Limited is a limited company registered in Scotland.
Registered company number: SC 221649.
Registered VAT number: GB 774 8460 88.
Registered Office: 67 Kelburn Street, Barrhead, Glasgow, G78 1LD
This email and its attachments may be confidential and are intended solely for
the use of the individual to whom it is addressed. Any views or opinions
expressed are solely those of the author and do not necessarily represent those
of ?Blue Ivy Ltd?.
If you are not the intended recipient of this email and its attachments, you
must take no action based upon them, nor must you copy or show them to anyone.
Please contact the sender if you believe you have received this email in error.
{Blue Ivy Ltd - ICT For Small Businesses}image001.jpg
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[rt-users] Ticket Reply - Move Signature to top - which fikle to edit
Hi,
Before I upgraded RT to 3.8.2 I had amended the ticket reply Perl file
(the file that formats the text in the reply box when you reply to a
message in a ticket). Now that I have upgraded this file has been
replaced and the signature when I reply to a message now appears at the
bottom of the reply box.
To save my frustration, can somebody please tell me which file I need to
amend to move the signature to the top of this box?
Kind regards,
Paul Broadwith (MBCS)
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2009
Tel.: 01955 698203
Windows Messenger: paul.broadw...@blueivy.co.uk
Web: http://www.blueivy.co.uk
Blue Ivy Limited is a limited company registered in Scotland.
Registered company number: SC 221649.
Registered VAT number: GB 774 8460 88.
Registered Office: 67 Kelburn Street, Barrhead, Glasgow, G78 1LD
This email and its attachments may be confidential and are intended solely for
the use of the individual to whom it is addressed. Any views or opinions
expressed are solely those of the author and do not necessarily represent those
of ?Blue Ivy Ltd?.
If you are not the intended recipient of this email and its attachments, you
must take no action based upon them, nor must you copy or show them to anyone.
Please contact the sender if you believe you have received this email in error.
{Blue Ivy Ltd - ICT For Small Businesses}
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Re: [rt-users] Adding CC / BCC to Ticket Reply causes 533 LIST error from sendmail
There is a HUGE warning in RT_Config.pm that you shouldn't edit it but instead copy sections to the RT_SiteConfig.pm. I'm still unsure of even what variable or section I should be editing. Can you give me some pointers? Kind regards, Paul Broadwith (MBCS) Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified for 2008 Tel.: 01955 698203 Windows Messenger: [EMAIL PROTECTED] Web: http://www.blueivy.co.uk -Original Message- From: Jesse Vincent [mailto:[EMAIL PROTECTED] Sent: 08 October 2008 21:49 To: Paul Broadwith Cc: RT-Users Users Subject: Re: [rt-users] Adding CC / BCC to Ticket Reply causes 533 LIST error from sendmail [please keep rt-users CCed] On Oct 8, 2008, at 4:29 PM, Paul Broadwith wrote: Hi Jesse, Thanks for emailing me. Can you be more specific? I have been through the RT_SiteConfig.pm about a dozen times today to see if I can figure out where it is and I am none the wiser. I have it set to 'sendmailpipe' as per the default. Try RT_Config.pm, not RT_SiteConfig.pm. === Set($MailCommand , 'sendmailpipe'); Set($SendmailArguments , '-oi -t -ODeliveryMode=b -OErrorMode=m -f[EMAIL PROTECTED]'); Set($SendmailBounceArguments , '-f [EMAIL PROTECTED]'); Set($SendmailPath , /usr/sbin/sendmail); === Mail does go out and in, it just doesn't when CC or BCC addresses are added ... Kind regards, Paul Broadwith (MBCS) Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified for 2008 Tel.: 01955 698203 Windows Messenger: [EMAIL PROTECTED] Web: http://www.blueivy.co.uk -Original Message- From: Jesse Vincent [mailto:[EMAIL PROTECTED] Sent: 08 October 2008 20:00 To: Paul Broadwith Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Adding CC / BCC to Ticket Reply causes 533 LIST error from sendmail On Wed, Oct 08, 2008 at 04:32:23PM +0100, Paul Broadwith wrote: If I click to Reply to a message in an RT Ticket and add either CC, BCC or both I get the following message immediately returned (obviously I change some names to protect the guilty - they are in uppercase): You've misconfigured RT. Have a look in the RT_Config.pm file. You might want to look for 'Sendmail' -jesse === Your message did not reach some or all of the intended recipients. Subject:[#51] SUBJECT TEXT Sent: 08/10/2008 16:28 The following recipient(s) cannot be reached: 553 List:; syntax illegal for recipient addresses@SERVER.DOMAIN.LOCAL on 08/10/2008 16:28 The format of the e-mail address is incorrect. Check the address, look up the recipient in the Address Book, or contact the recipient directly to find out the correct address. SERVER.DOMAIN.LOCAL #5.1.3 === I was the Requestor which is why I assume I got the message back. I assume if another customer was the Requestor they would get the message back. The /var/log/maillog is: === Oct 8 16:28:04 SERVER sendmail[11331]: m98FS4jI011331: from=apache, size=1272, class=-60, nrcpts=1, msgid=[EMAIL PROTECTED], [EMAIL PROTECTED] Oct 8 16:28:04 SERVER sendmail[11331]: m98FS4jI011331: m98FS4jJ011331: DSN: OtherRecipients of COMPANY Ticket #51:;... List:; syntax illegal for recipient addresses === I don't have the experience with RT to have changed anything other than the config file when setting it up. Does anybody have any suggestions? Kind regards, Paul Broadwith (MBCS) Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified for 2008 Tel.: 01955 698203 Windows Messenger: [EMAIL PROTECTED] Web: http://www.blueivy.co.uk -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Gabriel Cadieux Sent: 08 October 2008 16:06 To: Curtis Bruneau; rt-users@lists.bestpractical.com Subject: Re: [rt-users] reall odd apache2 crashes with blank pages ahh, i get you. indeed, the SSL functionality should work flawlessly now, but we weren't actually *using* it per se, it was just turned on by default. our RT implementation is internal only, and the mysql database is runs on the same host as apache, so there's really no need for it. :) -gabe -Original Message- From: Curtis Bruneau [mailto:[EMAIL PROTECTED] Sent: Wednesday, October 08, 2008 10:03 AM To: Gabriel Cadieux; rt-users@lists.bestpractical.com Subject: Re: [rt-users] reall odd apache2 crashes with blank pages Understood, just saying you should still be able to use SSL without issues with the fixed driver. Gabriel Cadieux wrote: yes, i understand that, but you have to take into consideration the fact that someone also mentioned disabling SSL altogether slowed their segfaults, and this is exactly what happened when i tried it as well. before i disabled SSL, i was getting several crashes per day, around 8 or so... constantly. this continued for almost a week. after disabling it, it went steady for a couple
[rt-users] Adding CC / BCC to Ticket Reply causes 533 LIST error from sendmail
If I click to Reply to a message in an RT Ticket and add either CC, BCC or both I get the following message immediately returned (obviously I change some names to protect the guilty - they are in uppercase): === Your message did not reach some or all of the intended recipients. Subject: [#51] SUBJECT TEXT Sent: 08/10/2008 16:28 The following recipient(s) cannot be reached: 553 List:; syntax illegal for recipient addresses@SERVER.DOMAIN.LOCAL on 08/10/2008 16:28 The format of the e-mail address is incorrect. Check the address, look up the recipient in the Address Book, or contact the recipient directly to find out the correct address. SERVER.DOMAIN.LOCAL #5.1.3 === I was the Requestor which is why I assume I got the message back. I assume if another customer was the Requestor they would get the message back. The /var/log/maillog is: === Oct 8 16:28:04 SERVER sendmail[11331]: m98FS4jI011331: from=apache, size=1272, class=-60, nrcpts=1, msgid=[EMAIL PROTECTED], [EMAIL PROTECTED] Oct 8 16:28:04 SERVER sendmail[11331]: m98FS4jI011331: m98FS4jJ011331: DSN: OtherRecipients of COMPANY Ticket #51:;... List:; syntax illegal for recipient addresses === I don't have the experience with RT to have changed anything other than the config file when setting it up. Does anybody have any suggestions? Kind regards, Paul Broadwith (MBCS) Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified for 2008 Tel.: 01955 698203 Windows Messenger: [EMAIL PROTECTED] Web: http://www.blueivy.co.uk -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Gabriel Cadieux Sent: 08 October 2008 16:06 To: Curtis Bruneau; rt-users@lists.bestpractical.com Subject: Re: [rt-users] reall odd apache2 crashes with blank pages ahh, i get you. indeed, the SSL functionality should work flawlessly now, but we weren't actually *using* it per se, it was just turned on by default. our RT implementation is internal only, and the mysql database is runs on the same host as apache, so there's really no need for it. :) -gabe -Original Message- From: Curtis Bruneau [mailto:[EMAIL PROTECTED] Sent: Wednesday, October 08, 2008 10:03 AM To: Gabriel Cadieux; rt-users@lists.bestpractical.com Subject: Re: [rt-users] reall odd apache2 crashes with blank pages Understood, just saying you should still be able to use SSL without issues with the fixed driver. Gabriel Cadieux wrote: yes, i understand that, but you have to take into consideration the fact that someone also mentioned disabling SSL altogether slowed their segfaults, and this is exactly what happened when i tried it as well. before i disabled SSL, i was getting several crashes per day, around 8 or so... constantly. this continued for almost a week. after disabling it, it went steady for a couple days between each segfault, for about another week, until everything finally turned out fine (so far anyways) when i downgraded DBD::mysql.. i haven't seen a segfault in logs since last friday. logic forces me to conclude the problem was not necessarely caused, but most likely exacerbated by the SSL functionality being turned on. -gabe -Original Message- From: Curtis Bruneau [mailto:[EMAIL PROTECTED] Sent: Wednesday, October 08, 2008 9:45 AM To: Gabriel Cadieux; rt-users@lists.bestpractical.com Subject: Re: [rt-users] reall odd apache2 crashes with blank pages I think it's just a bug in DBD:mysql, I had the same issue and it's a well documented problem. I can't see why SSL would have any effect, it's just a protocol not a driver. Gabriel Cadieux wrote: after disabling SSL and downgrading DBD::mysql to 4.00.5 (from the buggy 4.00.7), i am happy to announce that there have been no segfaults on our RT server since last friday. i beleive each of these options must have been partially responsible for the problem... i will wait approx. another week and then consider this issue resolved due to the changes applied. i will let you all know how it turns out. -gabe -Original Message- From: d tbsky [mailto:[EMAIL PROTECTED] Sent: Thursday, October 02, 2008 9:20 PM To: Gabriel Cadieux Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] reall odd apache2 crashes with blank pages 2008/9/30 Gabriel Cadieux [EMAIL PROTECTED]: it seems i was too quick to assume that my disabling apache's SSL functionality worked to counter this issue; the server just now crapped out AGAIN with the same symptoms: i clicked a link this morning after having a firefox window open on RT all night, and was once again greeted with a white page and a nice segfault on my tailf console... ;/ it also crashed several more times afterwards, every single time i did an F5 to try and refresh. i have just downgraded to DBD::mysql 4.00.5 (from 4.00.7), and will report once more in the next few days on the issue. good luck to all affected by this ubiquitous issue
[rt-users] Template Variables - Not In FromAddress?!?
Hi,
I'm using the template from the second message in this thread
http://www.gossamer-threads.com/lists/rt/users/74122. While the problem
I'm having is not this template in general (otherwise I'd contact the
author), I have a question about the variables in FromAddress.
The original code is this:
my $FromAddress = 'RT Requests rt[at]myorg.org';
my $ContactAddress = 'real.person[at]myorg.org';
Now I've modified it to:
my $FromAddress = 'RT Requests $RT::CorrespondAddress';
my $ContactAddress = $RT::CorrespondAddress;
The $ContactAddress works fine and comes out to the correct address (as
this is used in the message body later on), however the FromAddress is
show as $RT::[EMAIL PROTECTED] (where MYHOSTNAME is the
hostname of the server it's running on). I can't understand why this is.
I've tried moving the and around the address so that it has spaces
there in case that caused it. I've even modified the code so that it is:
my $ContactAddress = $RT::CorrespondAddress;
my $FromAddress = 'RT Requests $ContactAddress ';
And the problem is still there. Can anybody help?
One other amendment I was wanting to make was to change the FromAddress
so that it reads:
my $FromAddress = '$Ticket-QueueObj-Description $ContactAddress ';
Which is what the AutoReply template uses when responding. Again this
doesn't work and I removed it from the code so that it doesn't
complicate things, however anybody help with this too?
Many thanks in advance.
Kind regards,
Paul Broadwith
{Blue Ivy Ltd - ICT For Small Businesses}
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[rt-users] RT 3.8.1 - Forcing Time Field to Be Updated
Can somebody tell me how I can force the person updating a ticket to
complete the Worked / Time field, even if they have to enter 0 in there?
Kind regards,
Paul Broadwith
{Blue Ivy Ltd - ICT For Small Businesses}
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[rt-users] FW: Updating Tickets - MessageBox Size Double Lines
Hi,
I would like to change the size of the message box that is shown when
you update a ticket. It's currently around 10 lines high. In the
RT_SiteConfig.pm file I changed the MessageBoxHeight variable to 30 but
this doesn't seem to have made a difference - either it's the wrong
thing to change or it just isn't working for me.
Also in the message box when I hit enter the cursor moves two lines
rather than just one. I changed the MessageBoxWrap value from HARD to
SOFT thinking this would resolve it, however it didn't.
In both cases above I did restart apache after updating the
RT_SiteConfig,pm file
I'm using RT 3.8.1 with RTFM installed (not sure of version but it was
only installed yesterday so will be the latest).
Kind regards,
Paul Broadwith (MBCS)
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2008
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Re: [rt-users] Remove Quoted Text from Comments
Ken,
Never noticed this. I assumed (wrongly!) that they were both the same.
That's one issue down!
Kind regards,
Paul Broadwith (MBCS)
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2008
Tel.: 01955 698203
Windows Messenger: [EMAIL PROTECTED]
Web: http://www.blueivy.co.uk
-Original Message-
From: Kenneth Marshall [mailto:[EMAIL PROTECTED]
Sent: 29 August 2008 18:17
To: Paul Broadwith
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Remove Quoted Text from Comments
I believe that the Reply/Comment at the top of the screen do
not add the quote. This allows you to target which text is quoted
or not include any if that is the better option.
Ken
On Fri, Aug 29, 2008 at 06:00:40PM +0100, Paul Broadwith wrote:
When you create a comment in a ticket, the previous text in the ticket
is added into the comment as a quote. Is there any way to stop this?
Kind regards,
Paul Broadwith
{Blue Ivy Ltd - ICT For Small Businesses}
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