Re: [rt-users] RT send 2 mail notification for setting the ticket owner
On Tue, May 12, 2015 at 8:06 PM, Bill Cole rtusers-20090...@billmail.scconsult.com wrote: Based on what you posted, I would expect there to be 2 different scrips, one for each message. Your solution will probably involve selecting one of them to keep and disabling the other. but it is not familiar to me, the condition is User defined but i can't understand the Perl code, can you help please ? my $txn = $self-TransactionObj; return 0 unless $txn-Field eq Owner; return 0 if $txn-NewValue == $txn-Creator; return 1; That means the scrip action (sending an email notification using the selected template) will trigger only on transactions that (1) change the ticket's Owner field and (2) set the new value of Owner to a value that is not equal to the Creator field of the transaction. In other words: the scrip triggers when a user gives a ticket to someone else. Thank you :) -- Rabin
[rt-users] RT send 2 mail notification for setting the ticket owner
First mail looks like this, Sun May 10 12:27:14 2015: Request 242534 was acted upon. Transaction: Given to rabin by X Queue: sandbox Subject: *(No subject given)* Owner: rabin Requestors: rabin Status: new Ticket: https://rt the 2nd mail notification look like this, Sun May 10 12:27:14 2015: Request 242534 was acted upon. Transaction: Owner set to rabin by X Queue: sandbox Subject: *(No subject given)* Owner: rabin Requestors: rabin Status: new Ticket: https://rt why is that ? current RT version = 4.2.10 installed from source on ubuntu 12.04 -- Rabin
[rt-users] Disable autoreply for tickets created via the web interface
Hello list, I'm trying to find a way to disable the Auto-Reply message when we open a ticket for some else from the web interface (we set there email in the requestors field), so that we only send a auto-reply message for tickets created via mail submission. Running: RT 4.0.5 -- Rabin Yasharzadehe
Re: [rt-users] Shredder location
If you about to shred a lot of data use the CLI and not the web-interface *--- Rabin Yasharzadehe* On Fri, Jun 29, 2012 at 9:19 PM, Chris Preston ch...@thetrafalgartravel.com wrote: Hello all, I am trying to shred some tickets data and when I click on the shredder icon, I get a message ** ** Shredder needs a directory to write dumps to. Please check that you have span class=file-path/opt/rt3/var/data/RT-Shredder/span and it is writable by your web server. ** ** I created a folder opt/rt3/var/data/RT-Shredder but when I re run I still get the message. What else do I need to do ** ** Regards ** **
Re: [rt-users] RT 3.8.0 DB migrate to 4.0.5 - Errors Please help!
Did the same thing, i used this guide as a base http://www.math.ias.edu/~tarzadon/pages/posts/migrating-rt-3.6.4-to-rt-4.0-88.php but it didn't dump and restore the DB, it was big and slow, so i just copy the DB files from Debian 5 server to a new (Virtual) Debian 6 server and fixed the DB (you'll get ERROR 1577 for MySQL) ERROR 1577 (HY000) at line 1: Cannot proceed because system tables used by Event Scheduler were found damaged at server start You'll need to run this command to fixit sudo mysql_upgrade -u root -h localhost -p --verbose --force then I created the ALTER SQL-Queries Upgrade the DB schema perl /opt/rt/rt-4.0.5/etc/upgrade/upgrade-mysql-schema.pl rt3-database dbuser dbpassword /opt/rt/queries.sql mysql -u root -p rt3-database /opt/rt/queries.sql *--- Rabin Yasharzadehe* On Tue, Jun 12, 2012 at 9:23 PM, FrankOh frank...@red.com wrote: OK i've searched all over the Internet and I can't seem to fix the problem. Currently in production we have RHEL (kernel 2.6.18-238.9.1.el5) with RT3.8.0 installed on mySQL 5.0.77. We want to move RT off of this physical box and put it on VM. At the same time upgrade to the latest RT 4.0.5. What I have done so far: - Got a backup of our DB in production using mysqldump - Created the brand new environment. Tried two different distros. Debian (Squeeze) was by far the easiest using all the tutorials and aptitude. Kernel 2.6.32-5-amd64 with RT 4.0.5 and mysql 5.1.61-0+squeeze1. Also created a Centos 6.2 (kernel 2.6.32-220.el6.x86_64) environment with RT 4.0.5 and mySQL 5.1.61. - In both cases, RT 4.0.5 was working without any issues after the initial install. Then I deleted the sample DB, created a new empty db (rtdb) and imported the mySQL dump from production: mysql --max_allowed_packet=512M -u root -p rtdb rt.sql After the import was complete, if i had a session open from before.. i can actually browse the RT site and see all my old information.. cool. Then I did the upgrade using the RT scripts. Since I am not migrating from prior 3.8.0 and I am not moving from mySQL 4.0 to 4.1, I do not need to apply the mySQL scripts in the README. All i did after this import was: rt-setup-database --prompt-for-dba-password --action upgrade After a couple prompts (current version 3.8.0, etc) it did its upgrade process. I didn't get any errors.. however i did get some warnings. Something about if you're not using something then don't worry about it. [Sat Jun 9 20:36:36 2012] [warning]: Going to add [OLD] prefix to all templates in approvals queue. If you have never used approvals, you can safely delete all the templates with the [OLD] prefix. Leave the new Approval templates because you may eventually want to start using approvals. (./etc/upgrade/3.8.2/content:3) [Sat Jun 9 20:37:01 2012] [warning]: IMPORTANT: We're going to delete all scrips in Approvals queue and save them in 'rt-approvals-scrips-cxYO' file. (./etc/upgrade/3.8.2/content:165) [Sat Jun 9 20:37:30 2012] [warning]: Couldn't set SortOrder: That is already the current value (./etc/upgrade/3.8.8/content:32) [Sat Jun 9 20:37:30 2012] [warning]: Couldn't set SortOrder: That is already the current value (./etc/upgrade/3.8.8/content:32) The upgrade finished without a hitch. Now i see 26 tables in my DB (3.8.0, there were 21). Now again, i can browse the RT site with my imported data. Now the error When i restart the box.. or even restart apache (httpd in Centos and apache2 in Debian).. i get weird errors. Debian box (Squeeze): root@rt-migrate:~# service apache2 restart Restarting web server: apache2RT since version 3.8 has new schema for MySQL versions after 4.1.0 Follow instructions in the UPGRADING.mysql file. [Wed May 30 14:44:45 2012] [warning]: (in cleanup) Error while loading /usr/share/request-tracker4/libexec/rt-server: ModPerl::Util::exit: (12) exit was called at /usr/share/request-tracker4/libexec/rt-server line 135 at /usr/share/perl5/Plack/Util.pm line 156. (/usr/share/request-tracker4/lib/RT.pm:353) ... waiting RT since version 3.8 has new schema for MySQL versions after 4.1.0 Follow instructions in the UPGRADING.mysql file. [Wed May 30 14:44:48 2012] [warning]: (in cleanup) Error while loading /usr/share/request-tracker4/libexec/rt-server: ModPerl::Util::exit: (12) exit was called at /usr/share/request-tracker4/libexec/rt-server line 135 at /usr/share/perl5/Plack/Util.pm line 156. (/usr/share/request-tracker4/lib/RT.pm:353) Debian /var/log/apache/error.log [Wed May 30 14:45:02 2012] [warning]: Subroutine handle_startup_error redefined at /usr/share/request-tracker4/libexec/rt-server line 240. (/usr/share/request-tracker4/libexec/rt-server:240) [Wed May 30 14:45:02 2012] [warning]: Subroutine handle_bind_error redefined at /usr/share/request-tracker4/libexec/rt-server line 252. (/usr/share/request-tracker4/libexec/rt-server:252) RT since version 3.8 has new schema for MySQL
[rt-users] Exclude mails and domain from Autoreply
I looked in the wiki and found this page: http://requesttracker.wikia.com/wiki/OnCreateAutoReplyException Just like in the article, we have some automated systems that send mails to RT, and we don't need to auto-reply to them. I put code in the *Custom condition* of the auto-reply scrip for a specific queue, but it didn't work My RT setup is: RT v4.0.5 , Running on Debian 6 and Apache with fcgid *--- Rabin Yasharzadehe*
Re: [rt-users] No drop-down for Articles in 4.0.5
I just finish doing this, use the documentation file @ /opt/rt4/docs/customizing/articles_introduction.pod when you create a CLASS mark the checkbox for All Articles in this class should be listed in a dropdown of the ticket reply page make sure you set the group permissions to allow users to seeuse the article in the dropdown menu as well for the custum fields used in each article. *--- Rabin Yasharzadehe* On Mon, May 14, 2012 at 6:46 PM, Max McGrath mmcgr...@carthage.edu wrote: We just upgraded our test environment from 3.8.8 to 4.0.5. In 3.8.8, when you resolved (or replied to, etc...) a ticket, we had the *Select an Article to include* drop-down option that would use an Article from RTFM and drop them right in the ticket. In 4.0.5, I am not seeing this option. When I'm resolving a ticket, I see the *Search for Articles matching* and *Include Article:* options (which I'm not exactly sure how to use either...), but no drop-downs. In each Article class I have checked the *All Articles in this class should be listed in a drop-down of the ticket reply page* option, but I am not seeing them. I've checked in IE, Firefox and Chrome -- but no dropdown. Am I missing something? I've checked the permissions -- I don't believe they are the cause. Thanks! -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu
Re: [rt-users] Keep some HTML tags attributes
Hello list, I enabled HTML for my templates and in SiteConfig enabled Set($PreferRichText, true); Set($TrustHTMLAttachments, 1); But, I'm looking for a way to allow some HTML attributes into RT tickets, specifically to allow the dir=RTL attribute right now RT strip some of the attributes e.g it's not removing all the attributes of the font tag from where can I control this behavior ? Thanks, *--- Rabin Yasharzadehe*
Re: [rt-users] Keep some HTML tags attributes
Thank you for your reply, Sorry for now mentioning this before, I just finish to upgrade our old RT system from v3.6.7 to the latest 4.0.5 and we really liked to use all the new HTML features that this new release come with. I just patched the mention file in your link, and it WORKS, I'm really grateful for your quick reply. *--- Rabin Yasharzadehe* On Tue, May 1, 2012 at 4:46 PM, Thomas Sibley t...@bestpractical.com wrote: On 05/01/2012 07:21 AM, Rabin Yasharzadehe wrote: Hello list, I enabled HTML for my templates and in SiteConfig enabled Set($PreferRichText, true); Set($TrustHTMLAttachments, 1); But, I'm looking for a way to allow some HTML attributes into RT tickets, specifically to allow the dir=RTL attribute RT 4.0.6 will allow these attributes. https://github.com/bestpractical/rt/commit/a625c19e right now RT strip some of the attributes e.g it's not removing all the attributes of the font tag from where can I control this behavior ? You don't say what RT version you're using, and the answer depends on that. Thomas
