Re: [rt-users] RT using single Office 365 account
While it's not office 365, I'm doing this with a single exchange account, grabbing the mail with fetchmail, and handing over to exim to process. Exim's seeing the address for the distribution lists for it. Not sure how it'd handle aliases. Steve From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jim Tambling Sent: 30 December 2014 09:42 To: rt-users@lists.bestpractical.com Subject: [rt-users] RT using single Office 365 account Hello Has anyone tried this? I have done it with Google Apps and setting up aliases for each queue. Can the same be achieved with Office 365? Regards Jim BiP Solutions Limited is a company registered in Scotland with Company Number SC086146 and VAT number 383030966 and having its registered office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. In order to improve the quality of the service we offer, calls may be recorded for quality management and training purposes. This e-mail (and any attachment) is intended only for the attention of the addressee(s). Its unauthorised use, disclosure, storage or copying is not permitted. If you are not the intended recipient, please destroy all copies and inform the sender by return e-mail. This e-mail (whether you are the sender or the recipient) may be monitored, recorded and retained by BiP Solutions Ltd. E-mail monitoring/ blocking software may be used, and e-mail content may be read at any time.You have a responsibility to ensure laws are not broken when composing or forwarding e-mails and their contents.
Re: [rt-users] Getting Request Tracker to stick to HTTPS
https://en.wikipedia.org/wiki/HTTP_Strict_Transport_Security
Might be of interest, if your regular users use firefox, Chrome or Opera.
The other option:
Set up another virtual host on the apache box that only serves a redirect to
the https side.
On the proxy, direct port 80 to that one, and leave 443 pointing at the RT
instance.
If the proxy supports such, at least.
Steve Anderson
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Giles Coochey
Sent: 16 May 2012 18:05
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Getting Request Tracker to stick to HTTPS
On 16/05/2012 17:27, Darin Perusich wrote:
On 05/16/2012 11:20 AM, Giles Coochey wrote:
How can I force RT to HTTPS?
Have you tried use mod_rewrite to rewrite the all traffic for that
virtual host to https?
Stubs of the config's for your RT virtual host. They http vhost only
needs to have the basic's defined, the rewrite rules will push
everything to https.
VirtualHost x.x.x.x:80
...
...
RewriteEngine On
RewriteCond %{SERVER_PORT} !^443$
RewriteRule ^/(.*)https://%{SERVER_NAME}/$1 [L,R=301]
/VirtualHost
VirtualHost x.x.x.x:443
...
...
Location /
Order allow,deny
Allow from all
SetHandler modperl
PerlResponseHandler Plack::Handler::Apache2
PerlSetVar psgi_app /usr/sbin/rt-server
/Location
Perl
use Plack::Handler::Apache2;
Plack::Handler::Apache2-preload(/usr/sbin/rt-server);
/Perl
...
...
/VirtualHost
I can't do that, the actual RT Apache Server runs on port 80, so the
rewrite condition is always false.
The Reverse Proxy Director runs on port 8080
The Squid SSL-offload caching proxy runs on 443 80
So RT needed to act as if it was running on 443, but it didn't do any
SSL itself.
The problem seemed to be this setting, as mentioned by Paul.
Set($CanonicalizeRedirectURLs, 1);
Now it appears to work. If I wanted to do what you suggested I'd need to do the
equivalent in Squid config, I think.
Also, I don't mind it being available on HTTP, I just don't want it bouncing
back to HTTP if I log in with HTTPS.
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BiP Solutions Limited is a company registered in Scotland with Company
Number SC086146 and VAT number 383030966 and having its registered
office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.
In order to improve the quality of the service we offer, calls may be recorded
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This e-mail (and any attachment) is intended only for the attention of
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Re: [rt-users] Custom Scrip that sometimes emails?
I'm not sure if you can get RT to send the mail for you (probably can, but I've not looked into it), but you should be able to send a mail yourself, using something like Mail::Sender (The documentation is in CPAN) Steve -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of John Hascall Sent: 16 January 2012 03:36 To: rt-users@lists.bestpractical.com Subject: [rt-users] Custom Scrip that sometimes emails? I have a custom scrip that does quite a lot of parsing of the content of an incoming email during ticket creation. Now I've been asked that under certain circumstances, determined by what it finds/doesn't find in the email, this scrip also send an email (to the requestor as well as possibly to an email address found in the message). I'm guessing this can't be that hard to do, but I've read the RT Essentials book and google'd everything I can think of to no avail. Does anyone know how to do this? (it's RT 3.8.1 if that matters) Thanks, John RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 __ This email has been scanned by Westcoastcloud. http://www.westcoastcloud.com/ BiP Solutions Limited is a company registered in Scotland with Company Number SC086146 and VAT number 383030966 and having its registered office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. This e-mail (and any attachment) is intended only for the attention of the addressee(s). Its unauthorised use, disclosure, storage or copying is not permitted. If you are not the intended recipient, please destroy all copies and inform the sender by return e-mail. This e-mail (whether you are the sender or the recipient) may be monitored, recorded and retained by BiP Solutions Ltd. E-mail monitoring/ blocking software may be used, and e-mail content may be read at any time.You have a responsibility to ensure laws are not broken when composing or forwarding e-mails and their contents. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Old RT and New RT ?
Bah! I missed an s. As I said, I've not tested it ;)
my $full_url=http://NewRTInstance/REST/1.0/NoAuth/mail-gateway;;
foreach my $line (split(/\n/,$opts{'headers'}))
{
if ($line ~= /^\tsubject:/i)
{
if($line ~=/\[tag #\d{1,4}\]/i)
{
$full_url= http://OldRTInstance/REST/1.0/NoAuth/mail-gateway;;
}
}
}
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of aseim99
Sent: 11 May 2011 14:26
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Old RT and New RT ?
Hello mate, thanks for that code.
I am getting this following error.
Global symbol %opt requires explicit package name at ./rt-mailgate line
152.
syntax error at ./rt-mailgate line 154, near $line ~
Execution of ./rt-mailgate aborted due to compilation errors.
aseim99 wrote:
Hello we have an old RT , i think its 3.6 . Now we are planing on
deploying new one i.e 3.8.
My question is that we will like old tickets to still go to old rt system
and any tickets above 10,000 id number will go to new system. So in
essence the mail gateway or something else ? will forward tickets having
id number less that 10,000 to the old rt and anything above that will go
to new rt with new queues on new rt. Then after some time we will disable
the old system and only new one will be there , this is to avoid any
downtime.
RT is a brilliant system and we are looking to use it more , but this
needs to be possible or my manager wont go ahead with the new system.
Any suggestions and helps much appreciated.
Cheers
--
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This e-mail (and any attachment) is intended only for the attention of
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This e-mail (whether you are the sender or the recipient) may be
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E-mail monitoring/ blocking software may be used, and e-mail content may
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Re: [rt-users] Old RT and New RT ?
I've only had the time for a brief look at the code, but I'd suggest at around
line 123 of rt-mailgate (in 3.8.8 at least. The $full_url line), you break up
$opt{'headers'} by line, iterate through the resulting list, find the line
starting subject:, then look to see if the subject matches \[tag #\d{1,4}\]. If
it does, set $full_url to point at your old instance. If it doesn't, then your
new one.
Bear in mind I've not tested this in any way, shape or form, you should edit in
a copy of the file, and hook it up to a different email so you can test it
without screwing up your old system.
You might also just want to try a different tag, rather than keeping it the
same on both. Makes the matching easier than the full regex.
Instead of:
my $full_url = $opts{'url'}. /REST/1.0/NoAuth/mail-gateway;
have:
my $full_url=http://NewRTInstance/REST/1.0/NoAuth/mail-gateway;;
foreach my $line (split(/\n/,$opt{'headers'}))
{
if ($line ~= /^\tsubject:/i)
{
if($line ~=/\[tag #\d{1,4}\]/i)
{
$full_url= http://OldRTInstance/REST/1.0/NoAuth/mail-gateway;;
}
}
}
Bear in mind, email's probably screwed this up.
Steve Anderson.
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of aseim99
Sent: 11 May 2011 13:50
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Old RT and New RT ?
An udate on this issue.
I know many of you would rather do it differently , but i would like to
request any info on the way i have been asked to do this . That is , to
extract ticket id from subject and then forward this email to the old rt .
am i correct in thinking that i would need a perl function to do ?
or something else ? basically need to get the ticket id out from subject of
email which is written in a tmp file .
someone with experience in this can help me out ?
thanks
aseim99 wrote:
Hello we have an old RT , i think its 3.6 . Now we are planing on
deploying new one i.e 3.8.
My question is that we will like old tickets to still go to old rt system
and any tickets above 10,000 id number will go to new system. So in
essence the mail gateway or something else ? will forward tickets having
id number less that 10,000 to the old rt and anything above that will go
to new rt with new queues on new rt. Then after some time we will disable
the old system and only new one will be there , this is to avoid any
downtime.
RT is a brilliant system and we are looking to use it more , but this
needs to be possible or my manager wont go ahead with the new system.
Any suggestions and helps much appreciated.
Cheers
--
View this message in context:
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This e-mail (and any attachment) is intended only for the attention of
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Re: [rt-users] Old RT and New RT ?
A lot depends on how you are getting the emails into RT. If you're doing it with just an alias and sendmail, you're going to have problems. On the other hand, if you're using procmail, or exim mail filtering, it shouldn't be /too/ hard to do. With procmail, I think you can use a regular expression to match the 1 to 4 numbers that make up the ticket number. Then have the rest redirect to the new instance. http://requesttracker.wikia.com/wiki/EmailInterface http://www.geertvanderploeg.com/node/rt_procmail.html http://www.perlcode.org/tutorials/procmail/regular_expressions.pod Steve Anderson -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of aseim99 Sent: 09 May 2011 16:23 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Old RT and New RT ? Hi, If we do upgrade the old system to new one then there will be some down time , which we can't afford . So the plan is to have a period of 2-3 months where any present tickets will continue to go to old system and any new tickets (given numbers from 10,000 and above ) will go to new system . The reason is there are tickets which are still open and if we have a new system only then if a client replys to that ticket , the new system will not pick it up. I know that it is possible to upgrade the present system to new one but like i said , we will like to test the new system side by side with old system to keep the rt going. We did that , set up new emails , auto increament from 1. Thats ok for new tickets but wont cater for old tickets . What i was thinking is , if there is any inbuilt procedure in mail gateway of system to forward tickets to specific rt depending on the ticket number. I am new to linux and also only been understanding how rt works for the past 2 months . But since the order from top are to install new rt , i am in a helpless situation here so any help is greatly needed. Cheers Jon Baker-2 wrote: It would definitely be easier if you just upgraded your current RT and phased out the old queues; I'm not sure exactly what benefit doing what you describe would bring. That said, to do what you ask I would probably suggest that you set up the new system with different e-mail addresses for the mailgate (i.e. the old system would be rt-reply/rt-comment, you can have rt-reply-new and rt-comment-new or something more creative to send tickets to the new RT). Then, in your new RT, set the auto-increment value for the ticket id to 1 and any tickets created will start with ID 1. On May 9, 2011, at 9:17 AM, rt-users-requ...@lists.bestpractical.com wrote: Hello we have an old RT , i think its 3.6 . Now we are planing on deploying new one i.e 3.8. My question is that we will like old tickets to still go to old rt system and any tickets above 10,000 id number will go to new system. So in essence the mail gateway or something else ? will forward tickets having id number less that 10,000 to the old rt and anything above that will go to new rt with new queues on new rt. Then after some time we will disable the old system and only new one will be there , this is to avoid any downtime. RT is a brilliant system and we are looking to use it more , but this needs to be possible or my manager wont go ahead with the new system. Any suggestions and helps much appreciated. Cheers -- Jon Baker Systems Administrator Church on the Move 1003 N 129th E Ave Tulsa OK 74116 (918) 234-5656 CONFIDENTIALITY NOTICE: This transmission may be confidential and subject to legal privilege. If you are not the intended recipient of this message, you may not review, disclose, print, copy or disseminate this information. If you have received this in error, please reply and notify the sender (only) and delete the message. Unauthorized interception of this e-mail is a violation of federal criminal law. -- View this message in context: http://old.nabble.com/Old-RT-and-New-RT---tp31558446p31577738.html Sent from the Request Tracker - User mailing list archive at Nabble.com. __ This email has been scanned by Netintelligence http://www.netintelligence.com/email BiP Solutions Limited is a company registered in Scotland with Company Number SC086146 and VAT number 383030966 and having its registered office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. This e-mail (and any attachment) is intended only for the attention of the addressee(s). Its unauthorised use, disclosure, storage or copying is not permitted. If you are not the intended recipient, please destroy all copies and inform the sender by return e-mail. This e-mail (whether you are the sender or the recipient) may be monitored, recorded and retained by BiP Solutions Ltd. E-mail monitoring/ blocking software may be used, and e-mail content may be read at any
Re: [rt-users] Handling a ticket that contains MANY comments....
Or use the child ticket functionality? Though that will increase the number of tickets in the system. Steve Anderson From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Chris Hall Sent: 22 April 2011 15:33 To: rt-users Subject: [rt-users] Handling a ticket that contains MANY comments Hello all, Question: How should I best handle a ticket with multiple comments? By multiple, I mean 400+. Here's the background. Our helpdesk had to deal w/ a widespread outage. Tons upon tons of ppl were calling in for the entire day. They decided they needed to log all these calls, so they created on ticket, named for this example outage. Everytime someone called in, they would open the outage ticket and put a quick advised user of outage in the ticket. However, once the ticket started growing into the hundreds of comments, it would nearly lock the server up when someone would access it. The CPU would peg out while the page was loaded, which would take roughly 2 minutes... and with probably a new person trying to access the ticket every 15 seconds, you could see how this was a problem. It brought the entire ticketing system to something of a standstill. My question to you guys is how do I avoid something like this moving forward in the future? I found this: http://search.cpan.org/~ruz/RT-Extension-ViaLink-UpdateTicket-0.02/lib/RT/Extension/ViaLink/UpdateTicket.pm and was thinking it would resolve the problem, if I can format the link it talks about to just update the ticket w/o trying to load/render a several hundred line ticket.. what are your thoughts? Would this work? This email has been scanned by Netintelligence http://www.netintelligence.com/email BiP Solutions Limited is a company registered in Scotland with Company Number SC086146 and VAT number 383030966 and having its registered office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. This e-mail (and any attachment) is intended only for the attention of the addressee(s). Its unauthorised use, disclosure, storage or copying is not permitted. If you are not the intended recipient, please destroy all copies and inform the sender by return e-mail. This e-mail (whether you are the sender or the recipient) may be monitored, recorded and retained by BiP Solutions Ltd. E-mail monitoring/ blocking software may be used, and e-mail content may be read at any time.You have a responsibility to ensure laws are not broken when composing or forwarding e-mails and their contents.
Re: [rt-users] Handling a ticket that contains MANY comments....
It's all part of the links section of a ticket. In an instance like that, each person could have the main ticket open, then hit the 'create' link next to the 'children:' heading. That'll open up a regular ticket creation window. When the main ticket is viewed, the list of all the children will show up on it. Each child will show the original as the parent. Each child ticket is a ticket in its own right, so for reporting purposes, they can be handled separately. Steve Anderson From: Chris Hall [mailto:hir...@gmail.com] Sent: 22 April 2011 15:45 To: Steve Anderson Cc: rt-users Subject: Re: [rt-users] Handling a ticket that contains MANY comments Could you elaborate on the child ticket? The way we handle things usually is we have a ticket for each customer, and update it if they call in. In this case though, it was all about turnover, and getting everything logged quickly, so they didn't want to have to bother with looking up a customer's ticket to log it. They wanted a way to very quickly put a comment somewhere that yes, somebody called so they could move on to the next phone call in queue (which was a deep queue btw). They want to make sure they log something b/c at the end of the month they try to match up how many comments they made on RT verses how many calls they took, for quality checking purposes, etc.. I never really messed with child ticket functionality, how exactly does it work? On Fri, Apr 22, 2011 at 10:35 AM, Steve Anderson steve.ander...@bipsolutions.commailto:steve.ander...@bipsolutions.com wrote: Or use the child ticket functionality? Though that will increase the number of tickets in the system. Steve Anderson From: rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Chris Hall Sent: 22 April 2011 15:33 To: rt-users Subject: [rt-users] Handling a ticket that contains MANY comments Hello all, Question: How should I best handle a ticket with multiple comments? By multiple, I mean 400+. Here's the background. Our helpdesk had to deal w/ a widespread outage. Tons upon tons of ppl were calling in for the entire day. They decided they needed to log all these calls, so they created on ticket, named for this example outage. Everytime someone called in, they would open the outage ticket and put a quick advised user of outage in the ticket. However, once the ticket started growing into the hundreds of comments, it would nearly lock the server up when someone would access it. The CPU would peg out while the page was loaded, which would take roughly 2 minutes... and with probably a new person trying to access the ticket every 15 seconds, you could see how this was a problem. It brought the entire ticketing system to something of a standstill. My question to you guys is how do I avoid something like this moving forward in the future? I found this: http://search.cpan.org/~ruz/RT-Extension-ViaLink-UpdateTicket-0.02/lib/RT/Extension/ViaLink/UpdateTicket.pm and was thinking it would resolve the problem, if I can format the link it talks about to just update the ticket w/o trying to load/render a several hundred line ticket.. what are your thoughts? Would this work? This email has been scanned by Netintelligence http://www.netintelligence.com/email BiP Solutions Limited is a company registered in Scotland with Company Number SC086146 and VAT number 383030966 and having its registered office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. This e-mail (and any attachment) is intended only for the attention of the addressee(s). Its unauthorised use, disclosure, storage or copying is not permitted. If you are not the intended recipient, please destroy all copies and inform the sender by return e-mail. This e-mail (whether you are the sender or the recipient) may be monitored, recorded and retained by BiP Solutions Ltd. E-mail monitoring/ blocking software may be used, and e-mail content may be read at any time.You have a responsibility to ensure laws are not broken when composing or forwarding e-mails and their contents. This email has been scanned by Netintelligence http://www.netintelligence.com/email BiP Solutions Limited is a company registered in Scotland with Company Number SC086146 and VAT number 383030966 and having its registered office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. This e-mail (and any attachment) is intended only for the attention of the addressee
Re: [rt-users] Two separate tickets for one mail
One option is to use a scrip tied to the creation of a ticket.
We've got a workflow on our advert management queue, which creates a child
ticket to remove an advert. It checks for Set-Removal: followed by a unix
timestamp, and if it exist, a child ticket is created. There's a snippet of the
code below. It's in Custom action preparation code. Condition on create, action
user defined.
if( $content =~ m/^\QSet-Removal:\E\s*(\S+)\s*$/m ) {
my $removaldate = RT::Date-new($RT::SystemUser);
my $starts = RT::Date-new($RT::SystemUser);
$removaldate-Set(Format='unix', Value=$1);
my $rdate=$removaldate-ISO;
$starts-Set(Format='unix', Value=$removaldate-AddDays(-7));
my $childticket=new RT::Ticket($RT::SystemUser);
$childticket-Create(Queue=WebChange,
Requestor=$self-TicketObj-RequestorAddresses,
Subject=Remove Advert,
Due=$rdate,
Starts=$starts-ISO
);
$childticket-AddLink(Type=MemberOf,Target=$self-TicketObj-id)
}
Steve Anderson
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Martin Drasar
Sent: 20 January 2011 14:51
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Two separate tickets for one mail
Hello everyone,
I would like to ask you how I can create two tickets from one mail.
The reason is that we often receive copyright infringment notices and
then follow this workflow:
- autoreply to complainant that we have taken care of it
- contact the administrator that is responsible for the part of network
the infringement took place in
- wait for the administrator to do his job
- close the ticket after receiving reply from administrator
Our network is part of a bigger network and many mails that end up in
our abuse inbox end up also in the abuse inbox for the bigger network.
We used to add them to CC of the mail that goes to complainant so that
they can close their ticket. However, they started in good faith to
reply to that mail and their reply is resent to the administrator
mentioned before, which is something we do not want.
We have figured that the most sytematic solution would be to create two
tickets in such cases. One ticket for communication with external
entities and one for internal communication.
I am not sure how exactly to do it and if it is really that good idea
though. Does anyone of you have simillar setup? What and how would you
suggest to do it?
Thanks,
Martin
--
Mgr. Martin Drasar dra...@ics.muni.cz
CSIRT-MU, Network Security Department http://www.muni.cz/csirt
Institute of Computer Science, Masaryk University, Brno, Czech Republic
PGP Key ID: 0xB2761CDE
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Re: [rt-users] advanced search w/ a sql call
Use a dashboard (suing a saved search with the time limit as Ken says) with a subscription to fire it off to your boss. Steve -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Marshall Sent: 20 December 2010 17:56 To: Darin Perusich Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] advanced search w/ a sql call On Mon, Dec 20, 2010 at 11:38:35AM -0500, Darin Perusich wrote: Hello, I'd like to search for tickets created w/in the past 7 days which can be done easily enough by creating a query where Created after some day, Created '2010-12-13'. I'd like to make this more dynamic so I go into Advanced and change the Query to Created date_add(current_date, interval - 7 day) and when I apply the changes I'm left on the Advanced query page and the format has been wiped out. Not what I was hoping for. Are you allowed to enter straight SQL through the interface like this to make dynamic queries? Certainly I can see why this would not be allowed since it could lead to sql injection but I'm curious. Also, is there a way to save such a report so I could just point to a URL or something of that nature to fire it off? Basically my manager wants a weekly report of all the tickets entered into RT and I'm trying to automate the creation of the report I give him. Thanks! RT 3.8.8 w/mysql You should be able to use something like 7 days ago or -7 days in the query. Cheers, Ken __ This email has been scanned by Netintelligence http://www.netintelligence.com/email BiP Solutions Limited is a company registered in Scotland with Company Number SC086146 and VAT number 383030966 and having its registered office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. This e-mail (and any attachment) is intended only for the attention of the addressee(s). Its unauthorised use, disclosure, storage or copying is not permitted. If you are not the intended recipient, please destroy all copies and inform the sender by return e-mail. This e-mail (whether you are the sender or the recipient) may be monitored, recorded and retained by BiP Solutions Ltd. E-mail monitoring/ blocking software may be used, and e-mail content may be read at any time.You have a responsibility to ensure laws are not broken when composing or forwarding e-mails and their contents.
Re: [rt-users] default owner
Easiest way is with a scrip. The scrip below is one that my team uses. It’s
slightly different than what you’re wanting, as it only acts if the creator is
a member of our team; as the team is only three people, I’ve just hard coded
the ids, but if you remove the return 1 unless ($actor==60 line, it’ll do what
you want.
Steve Anderson
Scrip:
On create
User Defined
Global Template: Blank
Transaction Create
Custom Action preparation code: return 1;
Custom Action Cleanup code:
# get actor ID
my $Actor = $self-TransactionObj-Creator;
# if actor is RT_SystemUser then get out of here
return 1 if $Actor == $RT::SystemUser-id;
# don't set owner unless requestor is a member of the network team
return 1 unless ($Actor == 60 || $Actor == 53802 || $Actor == 105200);
# get out unless ticket owner is nobody
return 1 unless $self-TicketObj-Owner == $RT::Nobody-id;
# ok, try to change owner
$RT::Logger-info(Auto assign ticket #. $self-TicketObj-id . to user #.
$Actor );
my ($status, $msg) = $self-TicketObj-SetOwner( $Actor );
unless( $status ) {
$RT::Logger-error( Impossible to assign the ticket to $Actor: $msg );
return undef;
}
$self-TicketObj-SetStatus('open');
return 1;
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of
ingo.it...@ages.de
Sent: 15 October 2010 08:06
To: rt-users@lists.bestpractical.com
Subject: [rt-users] default owner
Hello List,
how can i set default owner to the value of the creator ?. The default setting
is nobody
Thank you
___
Geschäftsführer: Rolf Herzog, Thomas Benk
AGES Maut System GmbH Co. KG
AG Düsseldorf HRA 14045, USt-IdNr.: DE 202525868
AGES International GmbH Co. KG
AG Düsseldorf HRA 16636, USt-IdNr.: DE 813749831
AGES ETS GmbH
AG Düsseldorf HRB 55580, USt-IdNr.: DE 814789134
This email has been scanned by Netintelligence
http://www.netintelligence.com/email
BiP Solutions Limited is a company registered in Scotland with Company
Number SC086146 and VAT number 383030966 and having its registered
office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.
This e-mail (and any attachment) is intended only for the attention of
the addressee(s). Its unauthorised use, disclosure, storage or copying
is not permitted. If you are not the intended recipient, please destroy
all copies and inform the sender by return e-mail.
This e-mail (whether you are the sender or the recipient) may be
monitored, recorded and retained by BiP Solutions Ltd.
E-mail monitoring/ blocking software may be used, and e-mail content may
be read at any time.You have a responsibility to ensure laws are not
broken when composing or forwarding e-mails and their contents.
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] mandatory subject
Depends what you mean by mandatory.
If you mean a default, if the inbound email doesn't have a subject, should be
possible to have a create scrip that sets the ticket's title, if it doesn't
have one.
Something like a scrip with the on create condition, then something like the
following in the custom action cleanup. (not tested in any way)
my $t_subject = $self-TicketObj-Subject;
if ($t_subject eq ''){
$self-TicketObj-SetSubject('No subject given');
}
I'd probably set the stage to transactionbatch.
If you mean don't create a ticket, if there's no subject, I'd suggest doing
that with however you're getting the email into RT first. As long as you're
running it through procmail, or an exim filter, or something like that.
Otherwise, you'd need a scrip to send an email, and to close the ticket. Better
not to create it in the first place.
Steve Anderson.
BiP Solutions Limited is a company registered in Scotland with Company
Number SC086146 and VAT number 383030966 and having its registered
office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.
This e-mail (and any attachment) is intended only for the attention of
the addressee(s). Its unauthorised use, disclosure, storage or copying
is not permitted. If you are not the intended recipient, please destroy
all copies and inform the sender by return e-mail.
This e-mail (whether you are the sender or the recipient) may be
monitored, recorded and retained by BiP Solutions Ltd.
E-mail monitoring/ blocking software may be used, and e-mail content may
be read at any time.You have a responsibility to ensure laws are not
broken when composing or forwarding e-mails and their contents.
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] mandatory subject
As with the thread mentioned by Konstantin, a lot of it will depend on how you
bring the email into RT.
If I were doing it, with the way I have RT set up, I'd just adjust the Exim
filter I'm using to check for a blank subject, and send a bounce email on that.
But I'm doing a bundle of filtering already. If you're just using a mail alias
with sendmail, that's going to need more work. The thread mentioned does
suggest an edit to the lib/RT/Interface/Email.pm::Gateway, to check for a
subject, before it's accepted.
Steve Anderson
From: testwreq wreq [mailto:testw...@gmail.com]
Sent: 05 October 2010 18:17
To: Steve Anderson
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] mandatory subject
I meant don't create a ticket, if there's no subject. I'd like bounce the
request back to sender asking to create it again with some subject.
On Tue, Oct 5, 2010 at 1:11 PM, Steve Anderson
steve.ander...@bipsolutions.com wrote:
Depends what you mean by mandatory.
If you mean a default, if the inbound email doesn't have a subject, should be
possible to have a create scrip that sets the ticket's title, if it doesn't
have one.
Something like a scrip with the on create condition, then something like the
following in the custom action cleanup. (not tested in any way)
my $t_subject = $self-TicketObj-Subject;
if ($t_subject eq ''){
$self-TicketObj-SetSubject('No subject given');
}
I'd probably set the stage to transactionbatch.
If you mean don't create a ticket, if there's no subject, I'd suggest doing
that with however you're getting the email into RT first. As long as you're
running it through procmail, or an exim filter, or something like that.
Otherwise, you'd need a scrip to send an email, and to close the ticket. Better
not to create it in the first place.
Steve Anderson.
BiP Solutions Limited is a company registered in Scotland with Company
Number SC086146 and VAT number 383030966 and having its registered
office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.
This e-mail (and any attachment) is intended only for the attention of
the addressee(s). Its unauthorised use, disclosure, storage or copying
is not permitted. If you are not the intended recipient, please destroy
all copies and inform the sender by return e-mail.
This e-mail (whether you are the sender or the recipient) may be
monitored, recorded and retained by BiP Solutions Ltd.
E-mail monitoring/ blocking software may be used, and e-mail content may
be read at any time.You have a responsibility to ensure laws are not
broken when composing or forwarding e-mails and their contents.
This email has been scanned by Netintelligence
http://www.netintelligence.com/email
BiP Solutions Limited is a company registered in Scotland with Company
Number SC086146 and VAT number 383030966 and having its registered
office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.
This e-mail (and any attachment) is intended only for the attention of
the addressee(s). Its unauthorised use, disclosure, storage or copying
is not permitted. If you are not the intended recipient, please destroy
all copies and inform the sender by return e-mail.
This e-mail (whether you are the sender or the recipient) may be
monitored, recorded and retained by BiP Solutions Ltd.
E-mail monitoring/ blocking software may be used, and e-mail content may
be read at any time.You have a responsibility to ensure laws are not
broken when composing or forwarding e-mails and their contents.
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] mandatory subject
If you're using RT 3.8.8, open up lib/RT/Interface/Email.pm
(/opt/rt3/lib/RT/Interface/Email.pm on my machine)
At around line 1347, you'll find:
my $Subject = $head-get('Subject') || '';
chomp $Subject;
if you add:
if ($Subject eq '')
{
MailError(
Subject = RT Bounce: No subject,
Explanation = RT couldn't process the message below as you didn't
give a subject,
Attach = $args{'message'}
);
return ( 0,
Failed to parse this message. No subject
);
}
Just after it, it should do what you want. But I've not tested it. Restarting
RT after the edit is a good idea. Taking a copy of the file first is also a
good idea, in case this screws it up.
Steve Anderson
From: testwreq wreq [mailto:testw...@gmail.com]
Sent: 05 October 2010 18:26
To: Steve Anderson
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] mandatory subject
We are using mail alias with sendmail.
On Tue, Oct 5, 2010 at 1:21 PM, Steve Anderson
steve.ander...@bipsolutions.commailto:steve.ander...@bipsolutions.com wrote:
As with the thread mentioned by Konstantin, a lot of it will depend on how you
bring the email into RT.
If I were doing it, with the way I have RT set up, I'd just adjust the Exim
filter I'm using to check for a blank subject, and send a bounce email on that.
But I'm doing a bundle of filtering already. If you're just using a mail alias
with sendmail, that's going to need more work. The thread mentioned does
suggest an edit to the lib/RT/Interface/Email.pm::Gateway, to check for a
subject, before it's accepted.
Steve Anderson
From: testwreq wreq [mailto:testw...@gmail.commailto:testw...@gmail.com]
Sent: 05 October 2010 18:17
To: Steve Anderson
Cc: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
Subject: Re: [rt-users] mandatory subject
I meant don't create a ticket, if there's no subject. I'd like bounce the
request back to sender asking to create it again with some subject.
On Tue, Oct 5, 2010 at 1:11 PM, Steve Anderson
steve.ander...@bipsolutions.commailto:steve.ander...@bipsolutions.com wrote:
Depends what you mean by mandatory.
If you mean a default, if the inbound email doesn't have a subject, should be
possible to have a create scrip that sets the ticket's title, if it doesn't
have one.
Something like a scrip with the on create condition, then something like the
following in the custom action cleanup. (not tested in any way)
my $t_subject = $self-TicketObj-Subject;
if ($t_subject eq ''){
$self-TicketObj-SetSubject('No subject given');
}
I'd probably set the stage to transactionbatch.
If you mean don't create a ticket, if there's no subject, I'd suggest doing
that with however you're getting the email into RT first. As long as you're
running it through procmail, or an exim filter, or something like that.
Otherwise, you'd need a scrip to send an email, and to close the ticket. Better
not to create it in the first place.
Steve Anderson.
BiP Solutions Limited is a company registered in Scotland with Company
Number SC086146 and VAT number 383030966 and having its registered
office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.
This e-mail (and any attachment) is intended only for the attention of
the addressee(s). Its unauthorised use, disclosure, storage or copying
is not permitted. If you are not the intended recipient, please destroy
all copies and inform the sender by return e-mail.
This e-mail (whether you are the sender or the recipient) may be
monitored, recorded and retained by BiP Solutions Ltd.
E-mail monitoring/ blocking software may be used, and e-mail content may
be read at any time.You have a responsibility to ensure laws are not
broken when composing or forwarding e-mails and their contents.
This email has been scanned by Netintelligence
http://www.netintelligence.com/email
BiP Solutions Limited is a company registered in Scotland with Company
Number SC086146 and VAT number 383030966 and having its registered
office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.
This e-mail (and any attachment) is intended only for the attention of
the addressee(s). Its unauthorised use, disclosure, storage or copying
is not permitted. If you are not the intended recipient, please destroy
all copies and inform the sender by return e-mail.
This e-mail (whether you are the sender or the recipient) may be
monitored, recorded and retained by BiP Solutions Ltd.
E-mail monitoring/ blocking software may be used, and e-mail content may
be read at any time.You have a responsibility to ensure laws are not
broken when composing or forwarding e-mails and their contents
Re: [rt-users] (ab)use of --extension with rt-mailgate
We're using an exim filter to take care of this. All the mail is pulled in through fetchmail, and handed to the local mailserver, for the RT user. The RT user has an exim filter that checks the header_to: header against a number of addresses, each with its own delivery pipe. We're doing a few other things with it, like restricting which addresses can create tickets, and running big mails through altermime to strip attachments. Steve Anderson -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Carl Vincent Sent: 19 August 2010 4:42 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] (ab)use of --extension with rt-mailgate Hi, I've had a situation for a while where mail sent to several addresses all goes to the same queue, but I'd like to set ownership automatically based on which address it was actually sent to. Also I'd like to keep the address-owner mapping out of RT, ideally in the aliases file where the address-queue mapping is. When looking to see if I could hack on rt-mailgate to enable this to happen, I found the code for the --extension parameter could put stuff into the X-RT-Mail-Extension header of the message. It only seems to be documented for certain values, but it will allow anything to go into the header. So I've implemented a solution where my aliases file says: bob: |/path/to/rt/bin/rt-mailgate --queue Main --action correspond --url http://rt.example.org/ --extension for-bob And an on-create scrip that checks for the header and if it matches /^for-(\w+)/, try and give ownership to the matched value as a username. Since this isn't a documented use of this feature, I'd like some community feedback. So is it one or more of the below: a) That's stupid - there's an easier way to do that which is... b) That's gonna break if you upgrade to a future version (We're currently on 3.8.2) c) That's a massive security hole d) That's pretty neat, can you put it up in the wiki? Thanks Carl -- -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=- Carl Vincent http://www.netskills.ac.uk/ (URL) Systems Manager 0191 222 5003 (voice) Netskills, Newcastle University 0191 222 5001 (fax) Netskills is a JISC Advance service Training - Development - Research - Innovation RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! __ This email has been scanned by Netintelligence http://www.netintelligence.com/email BiP Solutions Limited is a company registered in Scotland with Company Number SC086146 and VAT number 383030966 and having its registered office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. This e-mail (and any attachment) is intended only for the attention of the addressee(s). Its unauthorised use, disclosure, storage or copying is not permitted. If you are not the intended recipient, please destroy all copies and inform the sender by return e-mail. This e-mail (whether you are the sender or the recipient) may be monitored, recorded and retained by BiP Solutions Ltd. E-mail monitoring/ blocking software may be used, and e-mail content may be read at any time.You have a responsibility to ensure laws are not broken when composing or forwarding e-mails and their contents. 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] LDAP authentication
Take a look at http://wiki.bestpractical.com/view/ExternalAuthentication and http://wiki.bestpractical.com/view/ExternalAuth Should cover what you need. Steve Anderson -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Guy Baxter Sent: 24 June 2010 3:08 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] LDAP authentication Hi, Is it possible to authenticate via LDAP to RT ? In particular, Mac OS X's implementation of LDAP (Open DIrectory) Thanks. This email and any attachments are confidential and are intended solely for the use of the individual to whom it is addressed. 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. Emails are not secure and cannot be guaranteed to be free of errors or viruses. It is your responsibility to scan emails and attachments for viruses before opening them. Any views or opinions expressed are solely those of the author and do not necessarily represent those of The Blackpool Sixth Form College. # Scanned by MailMarshal - Marshal's comprehensive email content security solution. Download a free evaluation of MailMarshal at www.marshal.com # Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com __ This email has been scanned by Netintelligence http://www.netintelligence.com/email BiP Solutions Limited is a company registered in Scotland with Company Number SC086146 and VAT number 383030966 and having its registered office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. This e-mail (and any attachment) is intended only for the attention of the addressee(s). Its unauthorised use, disclosure, storage or copying is not permitted. If you are not the intended recipient, please destroy all copies and inform the sender by return e-mail. This e-mail (whether you are the sender or the recipient) may be monitored, recorded and retained by BiP Solutions Ltd. E-mail monitoring/ blocking software may be used, and e-mail content may be read at any time.You have a responsibility to ensure laws are not broken when composing or forwarding e-mails and their contents. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Can't change the password on new user
Actually, it's asking for the password of the user that's changing the password. Not the current password of the user who's password is being changed. So, Administrator A can change user B's password, without knowing what it is, by putting in their own password. The error message is accurate, but I've seen a few people missing what's actually being asked for. Steve Anderson From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kerry Sent: 23 June 2010 6:33 PM To: borngunn...@aol.com Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Can't change the password on new user By gosh, I say that works! Somebody oughta put that in the wiki. On 6/23/2010 5:39 AM, borngunn...@aol.commailto:borngunn...@aol.com wrote: use the root password as the initial password for the new user and change the password with the new one that you want for the user. -Original Message- From: Kerry kpenl...@bigtube.netmailto:kpenl...@bigtube.net To: rt-users rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Sent: Tue, Jun 22, 2010 4:18 pm Subject: [rt-users] Can't change the password on new user Hi folks, I'm new to RT, I've just installed ver 3.8.8 and when I add a user it adds the user ok but when trying to modify that user and entering a new password I get the results Results * Please enter your current password. Password has not been set. I looked in the database table and the password has *NO_PASSWORD* in the password field but I have been unsuccesful at adding a password for a new user. I have both checkboxes checked. Access control [X] Let this user access RT [X] Let this user be granted rights Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com This email has been scanned by Netintelligence http://www.netintelligence.com/email BiP Solutions Limited is a company registered in Scotland with Company Number SC086146 and VAT number 383030966 and having its registered office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. This e-mail (and any attachment) is intended only for the attention of the addressee(s). Its unauthorised use, disclosure, storage or copying is not permitted. If you are not the intended recipient, please destroy all copies and inform the sender by return e-mail. This e-mail (whether you are the sender or the recipient) may be monitored, recorded and retained by BiP Solutions Ltd. E-mail monitoring/ blocking software may be used, and e-mail content may be read at any time.You have a responsibility to ensure laws are not broken when composing or forwarding e-mails and their contents. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Odd custom fields category from field source
I've just been working with RT::CustomFieldValues::External, and having created one that pulls in a list from another database, I'm seeing it using what appears to be the name of one of our groups as a category heading. (Though when I change the name of the group, it's not changing. So I may well be wrong) I then tried the simple example in the docs (with no modification) and it's doing exactly the same thing. This is when it's set up as a 'select one value' custom field. Anyone seen anything similar with this? Steve Anderson BiP Solutions Limited is a company registered in Scotland with Company Number SC086146 and VAT number 383030966 and having its registered office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. This e-mail (and any attachment) is intended only for the attention of the addressee(s). Its unauthorised use, disclosure, storage or copying is not permitted. If you are not the intended recipient, please destroy all copies and inform the sender by return e-mail. This e-mail (whether you are the sender or the recipient) may be monitored, recorded and retained by BiP Solutions Ltd. E-mail monitoring/ blocking software may be used, and e-mail content may be read at any time.You have a responsibility to ensure laws are not broken when composing or forwarding e-mails and their contents. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Odd custom fields category from field source
Evening all, Well, answered part of my own question, as I've found where it's coming from. It's in the Attributes table. Update the value there, and it shows up right. ++--+-+--+-+--+--+-+-+---+-+ | id | Name | Description | Content | ContentType | ObjectType | ObjectId | Creator | Created | LastUpdatedBy | LastUpdated | ++--+-+--+-+--+--+-+-+---+-+ | 5 | Category | 0 | Desktop Support1 | | RT::CustomFieldValue |1 | 12 | 2007-02-13 11:15:22 |12 | 2007-02-13 11:18:51 | ++--+-+--+-+--+--+-+-+---+-+ Anyone have an idea about what I can do about it? The ObjectId doesn't match the ID of the custom field (That's 5.) Using RT 3.8.8, (upgraded most recently from 3.8.2) Steve Anderson From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Steve Anderson Sent: 08 June 2010 6:39 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Odd custom fields category from field source I've just been working with RT::CustomFieldValues::External, and having created one that pulls in a list from another database, I'm seeing it using what appears to be the name of one of our groups as a category heading. (Though when I change the name of the group, it's not changing. So I may well be wrong) I then tried the simple example in the docs (with no modification) and it's doing exactly the same thing. This is when it's set up as a 'select one value' custom field. Anyone seen anything similar with this? Steve Anderson BiP Solutions Limited is a company registered in Scotland with Company Number SC086146 and VAT number 383030966 and having its registered office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. This e-mail (and any attachment) is intended only for the attention of the addressee(s). Its unauthorised use, disclosure, storage or copying is not permitted. If you are not the intended recipient, please destroy all copies and inform the sender by return e-mail. This e-mail (whether you are the sender or the recipient) may be monitored, recorded and retained by BiP Solutions Ltd. E-mail monitoring/ blocking software may be used, and e-mail content may be read at any time.You have a responsibility to ensure laws are not broken when composing or forwarding e-mails and their contents. This email has been scanned by Netintelligence http://www.netintelligence.com/email BiP Solutions Limited is a company registered in Scotland with Company Number SC086146 and VAT number 383030966 and having its registered office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. This e-mail (and any attachment) is intended only for the attention of the addressee(s). Its unauthorised use, disclosure, storage or copying is not permitted. If you are not the intended recipient, please destroy all copies and inform the sender by return e-mail. This e-mail (whether you are the sender or the recipient) may be monitored, recorded and retained by BiP Solutions Ltd. E-mail monitoring/ blocking software may be used, and e-mail content may be read at any time.You have a responsibility to ensure laws are not broken when composing or forwarding e-mails and their contents. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT::Action not found after upgrade 3.8.2 - 3.8.8
Did you do the step of wiping out the Mason cache? From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Razvan Cosma Sent: 10 May 2010 11:35 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] RT::Action not found after upgrade 3.8.2 - 3.8.8 Hi all, Just did a ./configure make upgrade, and while there were no errors and all dependencies seem to be in place, httpd won't start anymore (running on centos with mod_perl), complaining about [error] Require of RT::Action:: failed.\nCan't locate RT/Action/.pm in @INC This looks like a typo in some file or scrip, but I have done a grep in the webroot, and deleted all my scrips from mysql - it wasn't there There's no file name in the error, only at (eval 2442) line 3.\n\nCompilation failed in require at (eval 2) line 1.\n Any hints on where this eval happens? Thank you very much This email has been scanned by Netintelligence http://www.netintelligence.com/email BiP Solutions Limited is a company registered in Scotland with Company Number SC086146 and VAT number 383030966 and having its registered office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. This e-mail (and any attachment) is intended only for the attention of the addressee(s). Its unauthorised use, disclosure, storage or copying is not permitted. If you are not the intended recipient, please destroy all copies and inform the sender by return e-mail. This e-mail (whether you are the sender or the recipient) may be monitored, recorded and retained by BiP Solutions Ltd. E-mail monitoring/ blocking software may be used, and e-mail content may be read at any time.You have a responsibility to ensure laws are not broken when composing or forwarding e-mails and their contents. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Dealing with other ticket systems
Check the mail headers of the mail they're sending. It's probable that there's a header in there that blocks a ticket being created, in the same way that RT manages it. (X-RT-Loop-Prevention for RT) Then, set a scrip that stops a mail going back out, if this is found? Or possibly, block it before it hits RT, with however you're filtering mail inbound. Steve Anderson -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: 09 September 2009 2:45 PM To: Sven Sternberger Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Dealing with other ticket systems On Wed, Sep 09, 2009 at 09:21:32AM +0200, Sven Sternberger wrote: On Di, 2009-09-08 at 16:29 -0400, Kevin Falcone wrote: The easiest thing to do is to tell RT to never send this system mail. If they set headers properly, this wouldn't happen. Go into Configuration - Users, search for the Track-IT email address and change the user record so that the Username is the email address and the email address is blank. but than it wouldn't be possible to send a email to the customer with a reply and you have to add the email address every time as one-time cc. But if any reply sent to them causes a mail loop, then you *really* don't want to ever send them mail. -kevin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com __ This email has been scanned by Netintelligence http://www.netintelligence.com/email BiP Solutions Limited is a company registered in Scotland with Company Number SC086146 and VAT number 383030966 and having its registered office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. This e-mail (and any attachment) is intended only for the attention of the addressee(s). Its unauthorised use, disclosure, storage or copying is not permitted. If you are not the intended recipient, please destroy all copies and inform the sender by return e-mail. This e-mail (whether you are the sender or the recipient) may be monitored, recorded and retained by BiP Solutions Ltd. E-mail monitoring/ blocking software may be used, and e-mail content may be read at any time.You have a responsibility to ensure laws are not broken when composing or forwarding e-mails and their contents. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Need RT to fetchmail...
You've got mismatched quotes. One's a backtick, the other is a regular single quote. I'm not sure which you need, but adjusting one to the other should let you see soon enough. Steve Anderson Systems Administrator BiP Solutions Ltd. 0141 2702312 From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Nelson Pereira Sent: 07 April 2008 13:05 To: Vitaliy Okulov Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Need RT to fetchmail... Ok, I tried this and im getting this error in the fetchmail log... fetchmail: 2 messages for otrs at exmail.protus.org (22300 octets). sh: -c: line 0: syntax error near unexpected token `|' sh: -c: line 0: `|/etc/smrsh/rt-mailgate --queue general --action correspond --url http://localhost/rt3' ...fetchmail: reading message [EMAIL PROTECTED]:1 of 2 (11154 octets) (log message incomplete)fetchmail: error writing message text fetchmail: MDA error while fetching from [EMAIL PROTECTED] fetchmail: Query status=6 (IOERR) From: Vitaliy Okulov [mailto:[EMAIL PROTECTED] Sent: Saturday, April 05, 2008 2:21 AM To: Nelson Pereira Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Need RT to fetchmail... Sample config: /usr/bin/fetchmail -f /opt/rt3/.fetchmailrc -a -m /opt/rt3/bin/rt-mailgate --queue General --action correspond --url http://localhost/; /dev/null cat /opt/rt3/.fetchmailrc set logfile=/opt/rt3/fetchmail poll pop.mail.com proto pop3 user [EMAIL PROTECTED] with pass blabla to rt3 here 2008/4/4, Nelson Pereira [EMAIL PROTECTED]: Hi all, Finaly got it all setup with the instructions on wiki on a RHEL5 fresh... I have went through all the manual instructions and everything seems well. Now, I need RT to fetch the emails from a POP3 box and bring them into RT. How can I achieve this? Is there docs on this setup? Thansk Nelson Pereira Senior Network Administrator Protus IP Solutions Inc. [EMAIL PROTECTED] phone: 613.733. ext.528 MyFax: 613.822.5083 www.myfax.com Refer your friends and colleagues to MyFax! Click here for more information. http://www.myfax.com/referral_program.asp http://www.myfax.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com This email has been scanned by Netintelligence http://www.netintelligence.com/email BiP Solutions Limited is a company registered in Scotland with Company Number SC086146 and VAT number 38303966 and having its registered office at Park House, 300 Glasgow Road, Shawfield, Glasgow, G73 1SQ This e-mail (and any attachment) is intended only for the attention of the addressee(s). Its unauthorised use, disclosure, storage or copying is not permitted. If you are not the intended recipient, please destroyall copies and inform the sender by return e-mail. This e-mail (whether you are the sender or the recipient) may be monitored, recorded and retained by BiP Solutions Ltd. E-mail monitoring/ blocking software may be used, and e-mail content may be read at any time. You have a responsibility to ensure laws are not broken when composing or forwarding e-mails and their contents. image001.gif___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Intergrating wo MS Exchange
Easiest way: Create a mailbox for RT's mail to go into. However you want to do this. Install Fetchmail onto your RT server. (yum has it) Configure Fetchmail to collect mail from your exchange server (POP3 or IMAP) Have your local MTA deliver the mail into RT. I've had that working for the last couple of years now. Around 20,000 tickets so far. The MTA I'm using is Exim, so I can use the exim filtering rules, through its .forward for RT. I'm afraid I've got no how-to written up, but there should be a reasonable amount of documentation out there on how fetchmail works. And there's documentation on how to get local mail into RT, using mailgate. The fetchmail config I have is (in .fetchmailrc, in the RT users home directory) set postmaster rt set bouncemail set no spambounce set properties poll your.pop3.server user 'rt' there with password 'changed to save my blushes' is 'rt' here Steve Anderson From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Nelson Pereira Sent: 26 March 2008 16:20 To: rt-users@lists.bestpractical.com Subject: [rt-users] Intergrating wo MS Exchange Hi, Just installed RT and was wondering if it's possible to interface to MS Exchange? If so, is there howtos or anything about setting it up? RT is installed on a Centos5 box. This email has been scanned by Netintelligence http://www.netintelligence.com/email BiP Solutions Limited is a company registered in Scotland with Company Number SC086146 and VAT number 38303966 and having its registered office at Park House, 300 Glasgow Road, Shawfield, Glasgow, G73 1SQ This e-mail (and any attachment) is intended only for the attention of the addressee(s). Its unauthorised use, disclosure, storage or copying is not permitted. If you are not the intended recipient, please destroyall copies and inform the sender by return e-mail. This e-mail (whether you are the sender or the recipient) may be monitored, recorded and retained by BiP Solutions Ltd. E-mail monitoring/ blocking software may be used, and e-mail content may be read at any time. You have a responsibility to ensure laws are not broken when composing or forwarding e-mails and their contents. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] One email address, two queues
Afternoon, When it's a comment, it doesn't pay attention to the queue parameter, I believe. Steve Anderson Network Administrator BiP Solutions Ltd. 0141 2707312 -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mathew Snyder Sent: 25 July 2007 14:01 To: RT Users Subject: [rt-users] One email address, two queues I searched through the archives but didn't see anything that may have pertained to this. I have two queues: CustomerCare and CCEng (CustomerCare for Engineering). Is it possible to have one email address for both of these queues so that if a ticket is moved from one queue to the other it can still be handled using a single email address? To clarify, suppose I have a ticket. It is sent in from the customer to [EMAIL PROTECTED] This places it in the CustomerCare queue. It then gets moved to CCEng as it is an engineering related request. After moving it to the CCEng queue, the customer sends in a comment on it via [EMAIL PROTECTED] and it reaches the ticket in CCEng. Possible or no? Thanks, Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com __ This email has been scanned by Netintelligence http://www.netintelligence.com/email ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
