[rt-users] No Content from Replies for Requestors!
Scrip 5 - On Correspond Notify AdminCcs
Condition-On Correspond
Action: Notify AdminCcs
Template: Global template: Admin Correspondence
Stage: Transaction Create
Scrip 23 - On Correspond Notify-Anonymous Requestors and Ccs
Condition-On Correspond
Action: Notify Requestors and Ccs
Template: Global template: Anon-Correspondence
Stage: Transaction Create
Template - Admin Correspondence
RT-Attach-Message: yes
Subject: Owner: ({$Ticket-OwnerObj-Name}) {$Ticket-Subject}
URL: {RT-Config-Get('WebURL')}Ticket/Display.html?id={$Ticket-id}
{$Transaction-Content()}
Template: Anon-Correspondence
Content-Type: text/html
RT-Attach-Message: yes
Sender: Eyelit Support h...@eyelit.com
From: Eyelit Support h...@eyelit.com
URL: {RT-Config-Get('WebURL')}Ticket/Display.html?id={$Ticket-id}
{$Transaction-Content()}
note I've since added Content-Type: text/html since I first posted this
problem, now it does give the correspondence (in HTML) followed by the
plain-text version with all of the html tags around it.
Thank you for your response.
Steve
From: Kevin Falcone falc...@bestpractical.com
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] No Content from Replies for Requestors!
Message-ID: 20110208212900.ga70...@jibsheet.com
Content-Type: text/plain; charset=us-ascii
On Fri, Feb 04, 2011 at 02:36:36PM -0500, Steve McStravick wrote:
Here are the transactions from the DB.
37795 RT::Ticket 31440 Correspond No Subject 1215
2011-02-02 20:22:44.0
37796 RT::Ticket 31440 EmailRecord
rt-3.8.8-13428-1296678164-1466.3144-5-0@eyelitrt1 2011-02-02
20:22:45.0
37797 RT::Ticket 31440 EmailRecord
rt-3.8.8-13428-1296678165-1871.3144-23-0@eyelitrt 1 2011-02-02
20:22:46.0
So, what are the Conditions, Actions and Templates for Scrips 5 and 23
-kevin
[rt-users] No Content from Replies for Requestors!
Doing a more comprehensive search I've found more article that seem to have
the same behaviour, but no real CLEAR answer
I still don't understand why the Admin correspondence works, but the
Requestor/Cc doesn't
I tracked down the following from the log, that might help.
[Mon Jan 31 14:27:15 2011] [warning]: Couldn't load object RT::Transaction
#0 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:1595)
I've done has some suggested by adding Content-type=text/html, and it seems
to kinda work!
It does the HTML message first..then a plain-text after showing all of the
html tags.
Other info.
I have SuppressInlineText turned on, but I didn't think that would have an
effect on email.
Any thoughts?
Steve
From: Steve McStravick [mailto:smcstrav...@eyelit.com]
Sent: Thursday, February 03, 2011 9:34 AM
To: 'rt-users@lists.bestpractical.com'
Subject: No Content from Replies for Requestors!
I have a strange situation.
We are rolling out RT 3.8.8 and have hit the following issues a couple of
times now, but not always!
Replies Sent out to our Requestors and Cc sometime show Transaction
contains no content when there IS content,
and in fact the AdminCcs get the message on the same transaction!
Here is the suspect template that is used for Requestors and Cc (slightly
change from the default Correspondence template):
RT-Attach-Message: yes
Sender: Company Support h...@email.com
From: Company Support h...@email.com
{$Transaction-Content()}
URL: {RT-Config-Get('WebURL')}Ticket/Display.html?id={$Ticket-id}
Whereas the AdminCc is almost the same, except I don't make the SenderFrom
Anonymous and I add the Owner to the subject:
RT-Attach-Message: yes
Subject: Owner: ({$Ticket-OwnerObj-Name}) {$Ticket-Subject}
URL: {RT-Config-Get('WebURL')}Ticket/Display.html?id={$Ticket-id}
{$Transaction-Content()}
Here is a example of the emails generated (note: it had an XML attachment
for this one..another time it has SQL attached)
To Requestors Ccs:
Sender: Company Support h...@email.com
From: Company Support h...@email.com
Subject: [RT#3144] FW: Multi Sample DC
Reply-To: h...@email.com
...
MIME-Version: 1.0
X-RT-Original-Encoding: utf-8
Date: Wed, 2 Feb 2011 15:22:45 -0500
RT-Attachment: 3144/37795/12542
RT-Attachment: 3144/37795/12543
Content-Type: text/plain; charset=utf-8
Content-Transfer-Encoding: 8bit
This transaction appears to have no content
Ticket URL: https://www.mycompany.com/rt3/Ticket/Display.html?id=3144
To AdminCc:
Subject: [RT #3144] Owner: (me) FW: Multi Sample DC
From: My Myself via RT h...@mail.com
Reply-To: h...@mail.com
...
MIME-Version: 1.0
X-RT-Original-Encoding: utf-8
Date: Wed, 2 Feb 2011 15:22:45 -0500
RT-Attachment: 3144/37795/12543
Content-Type: text/plain; charset=utf-8
Content-Transfer-Encoding: 8bit
URL: https://www.mycompany.com/rt3/Ticket/Display.html?id=3144
Hello Scott,
Can you please import the following attachment. I just added a _1 to the end
of
the operation Id. Please let me know if that resolves your problem.
Thanks
Steve
[rt-users] No Content from Replies for Requestors!
Here are the transactions from the DB.
37795 RT::Ticket 31440 Correspond No Subject 1215
2011-02-02 20:22:44.0
37796 RT::Ticket 31440 EmailRecord
rt-3.8.8-13428-1296678164-1466.3144-5-0@eyelitrt 1 2011-02-02
20:22:45.0
37797 RT::Ticket 31440 EmailRecord
rt-3.8.8-13428-1296678165-1871.3144-23-0@eyelitrt 1 2011-02-02
20:22:46.0
And the attachments for these transactions:
12541 37795 0 rt-3.8.8-13428-1296678164-501.3144-0-0@eyelitrt
multipart/mixed MIME-Version: 1.0
In-Reply-To: rt-3.8.8-13636-1296677828-472.3144-0-0@eyelitrt
X-Mailer: MIME-tools 5.428 (Entity 5.428)
References: RT-Ticket-3144@eyelitrt
9ff07362a2bfd446b95fc028d0b7b4d004f20...@companyx.net
00cf01cbc30d$dc03d160$940b7420$@eyelit.com
rt-3.8.8-13429-1296677577-59.3144-23-0@eyelitrt
9ff07362a2bfd446b95fc028d0b7b4d004f20...@companyx.net
rt-3.8.8-13636-1296677828-472.3144-0-0@eyelitrt
Content-Type: multipart/mixed; boundary=--=_1296678164-13428-5
Message-ID: rt-3.8.8-13428-1296678164-501.3144-0-0@eyelitrt
X-RT-Original-Encoding: utf-8
RT-Send-CC:
RT-Send-BCC:
Content-Length: 0
12152011-02-02 20:22:44.0
12542 37795 12541 text/html none{all
the binary crap}Content-Disposition: inline
Content-Type: text/html; charset=UTF-8
Content-Transfer-Encoding: binary
X-RT-Original-Encoding: utf-8
Content-Length: 184
12152011-02-02 20:22:44.0
12543 37795 12541 W_DC_MEASUREMENT_1.xml
W_DC_MEASUREMENT_1.xml text/xmlnone{all the binary crap}
MIME-Version: 1.0
Subject: W_DC_MEASUREMENT_1.xml
X-Mailer: MIME-tools 5.428 (Entity 5.428)
Content-Type: text/xml; name=W_DC_MEASUREMENT_1.xml
Content-Disposition: inline; filename=W_DC_MEASUREMENT_1.xml
Content-Transfer-Encoding: binary
Content-Length: 25099
12152011-02-02 20:22:44.0
12544 37796 0 rt-3.8.8-13428-1296678164-1466.3144-5-0@eyelitrt
[RT #3144] Owner: (support_person) FW: Multi Sample DC text/plain
none{all the binary crap} Subject: [RT #3144] Owner: (support_person)
FW: Multi Sample DC
From: SUPPORT PERSON via RT h...@mycompany.com
Reply-To: h...@mycompany.com
In-Reply-To: rt-3.8.8-13636-1296677828-472.3144-5-0@eyelitrt
References: RT-Ticket-3144@eyelitrt
9ff07362a2bfd446b95fc028d0b7b4d004f20...@companyx.net
00cf01cbc30d$dc03d160$940b7420$@eyelit.com
rt-3.8.8-13429-1296677577-59.3144-23-0@eyelitrt
9ff07362a2bfd446b95fc028d0b7b4d004f20...@companyx.net
rt-3.8.8-13636-1296677828-472.3144-5-0@eyelitrt
Message-ID: rt-3.8.8-13428-1296678164-1466.3144-5-0@eyelitrt
Precedence: bulk
X-RT-Loop-Prevention: mycompany.com
RT-Ticket: mycompany.com #3144
Managed-by: RT 3.8.8 (http://www.bestpractical.com/rt/)
RT-Originator: support_per...@mycompany.com
Bcc: abunch_of_peo...@mycompany.com
MIME-Version: 1.0
X-RT-Original-Encoding: utf-8
Date: Wed, 2 Feb 2011 15:22:45 -0500
RT-Attachment: 3144/37795/12543
Content-Type: text/plain; charset=utf-8
Content-Transfer-Encoding: 8bit
1 2011-02-02 20:22:45.0
12545 37797 0 rt-3.8.8-13428-1296678165-1871.3144-23-0@eyelitrt
[RT #3144] FW: Multi Sample DC text/plain none{all the
binary crap}Sender: Support h...@mycompany.com
From: Eyelit Support h...@mycompany.com
Subject: [RT #3144] FW: Multi Sample DC
Reply-To: h...@mycompany.com
In-Reply-To: rt-3.8.8-13636-1296677828-472.3144-23-0@eyelitrt
References: RT-Ticket-3144@eyelitrt
9ff07362a2bfd446b95fc028d0b7b4d004f20...@companyx.net
00cf01cbc30d$dc03d160$940b7420$@eyelit.com
rt-3.8.8-13429-1296677577-59.3144-23-0@eyelitrt
9ff07362a2bfd446b95fc028d0b7b4d004f20...@companyx.net
rt-3.8.8-13636-1296677828-472.3144-23-0@eyelitrt
Message-ID: rt-3.8.8-13428-1296678165-1871.3144-23-0@eyelitrt
Precedence: bulk
X-RT-Loop-Prevention: mycompany.com
RT-Ticket: mycompany.com #3144
Managed-by: RT 3.8.8 (http://www.bestpractical.com/rt/)
RT-Originator: support_per...@mycompany.com
To: my_custo...@email.com
MIME-Version: 1.0
X-RT-Original-Encoding: utf-8
Date: Wed, 2 Feb 2011 15:22:45 -0500
RT-Attachment: 3144/37795/12542
RT-Attachment: 3144/37795/12543
Content-Type: text/plain; charset=utf-8
Content-Transfer-Encoding: 8bit
1 2011-02-02 20:22:46.0
Message: 2
Date: Fri, 04 Feb 2011 10:17:03 -0500
From: Thomas Sibley t...@bestpractical.com
To: RT Users rt-users@lists.bestpractical.com
Subject: Re: [rt-users] No Content from Replies for Requestors!
Message-ID: 4d4c186f.4020...@bestpractical.com
Content-Type: text/plain; charset=UTF-8
On 04 Feb 2011 10:02, Steve McStravick wrote:
We are rolling out RT 3.8.8 and have hit the following issues a couple
of times now, but not always!
Replies Sent out to our Requestors and Cc sometime show ?Transaction
contains no content? when there IS content,
It might be helpful here to see the original transactions and
attachments, pulled from the database.
Are the times you get Transaction contains no content
[rt-users] No Content from Replies for Requestors!
I have a strange situation.
We are rolling out RT 3.8.8 and have hit the following issues a couple of
times now, but not always!
Replies Sent out to our Requestors and Cc sometime show Transaction
contains no content when there IS content,
and in fact the AdminCcs get the message on the same transaction!
Here is the suspect template that is used for Requestors and Cc (slightly
change from the default Correspondence template):
RT-Attach-Message: yes
Sender: Company Support h...@email.com
From: Company Support h...@email.com
{$Transaction-Content()}
URL: {RT-Config-Get('WebURL')}Ticket/Display.html?id={$Ticket-id}
Whereas the AdminCc is almost the same, except I don't make the SenderFrom
Anonymous and I add the Owner to the subject:
RT-Attach-Message: yes
Subject: Owner: ({$Ticket-OwnerObj-Name}) {$Ticket-Subject}
URL: {RT-Config-Get('WebURL')}Ticket/Display.html?id={$Ticket-id}
{$Transaction-Content()}
Here is a example of the emails generated (note: it had an XML attachment
for this one..another time it has SQL attached)
To Requestors Ccs:
Sender: Company Support h...@email.com
From: Company Support h...@email.com
Subject: [RT#3144] FW: Multi Sample DC
Reply-To: h...@email.com
...
MIME-Version: 1.0
X-RT-Original-Encoding: utf-8
Date: Wed, 2 Feb 2011 15:22:45 -0500
RT-Attachment: 3144/37795/12542
RT-Attachment: 3144/37795/12543
Content-Type: text/plain; charset=utf-8
Content-Transfer-Encoding: 8bit
This transaction appears to have no content
Ticket URL: https://www.mycompany.com/rt3/Ticket/Display.html?id=3144
To AdminCc:
Subject: [RT #3144] Owner: (me) FW: Multi Sample DC
From: My Myself via RT h...@mail.com
Reply-To: h...@mail.com
...
MIME-Version: 1.0
X-RT-Original-Encoding: utf-8
Date: Wed, 2 Feb 2011 15:22:45 -0500
RT-Attachment: 3144/37795/12543
Content-Type: text/plain; charset=utf-8
Content-Transfer-Encoding: 8bit
URL: https://www.mycompany.com/rt3/Ticket/Display.html?id=3144
Hello Scott,
Can you please import the following attachment. I just added a _1 to the end
of
the operation Id. Please let me know if that resolves your problem.
Thanks
Steve
Re: [rt-users] Sphinx full-text search engine in RT
This looks great, I hope to be trying this soon. I'll also try to integrate antiword, docx2text and pdftotext so we can search our RTFM documents. If/When I do, I'll be sure to update wiki! Steve -- Message: 3 Date: Tue, 11 Jan 2011 10:38:54 +0100 From: Johan Sj?berg johan.sjob...@deltamanagement.se To: Guadagnino Cristiano guadagnino.cristi...@creval.it, rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Subject: Re: [rt-users] Sphinx full-text search engine in RT Message-ID: b08f3f3d67451844a7a8a029fcc71e4c18832a6...@win01.ad.deltamanagement.se Content-Type: text/plain; charset=iso-8859-1 Hi. Thanks for your great work. I am currently trying to follow your documentation to integrate sphinx in our RT setup, and I have run into some problems. In sphinx.php, you include MySql.class.php and Timer.class.php. What are these? Have you written them yourself, or are they available for download somewhere? Best Regards, Johan From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Guadagnino Cristiano Sent: den 13 september 2010 15:22 To: rt-users@lists.bestpractical.com Subject: [rt-users] Sphinx full-text search engine in RT Hi all, I just wanted to let everyone know that I have finished integrating the Sphinx search engine in our RT. It is simply great: full-text searches on the whole RT db in just fractions of a second! I am slowly documenting the whole thing on the RT wiki. You can find it by looking for IntegratingSphinx. It is not yet complete though. I hope it will be useful to somebody else. Bye Cris
[rt-users] Mobile UI for RTFM?
I know I'm probably dreaming, but now that the mobile UI has wet the appetite, I have a request to search RTFM with the mobile UI. Currently it's not possible...is it something that's easily done? I'm not a Perl guy, but I don't mind tinkering with code. Thanks, Steve
[rt-users] RTFM 2.4.3rc1 feedback
No Glaring issues, but here is some feedback.
1. ACL - user can click Update article even if they don't have the
right...luckily permissions on the CF's protect updates.
2. Lists of Classes (e.g. Quick Search, Create an Article)..should be
in Alphabetic order (or optionally if you could defined the order, but
defaults to alpha)
3. Search KB in menubar, ideally should be a search all fields
4. Kwiki formatting for the CFs is confusing, make it VERY difficult
to add formatted items,...e.g. if you added some SQL:
select a.column,
b.column2,
c.column3
from table1 a inner join table2 b on (a.id = b.id)
it turns into a numbered list and adds line padding,etceven if you wrap
code around it.
5. Article # but not the Article name appears in the 'Refers To' link
of a ticket.
Patched:
diff /opt/rt3/local/html/Elements/ShowLink
/opt/rt3/share/html/Elements/ShowLink
58c58
% } elsif ( UNIVERSAL::can($member, 'Name') or UNIVERSAL::isa($member,
RT::FM::Article)) {
---
% } elsif ( UNIVERSAL::can($member, 'Name')) {
6. The Custom Field labels (when viewing a ticket) blend in to the
content..I modified the CSS for CFs in general to make them stand out a bit.
Thanks,
Steve
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] ICal showing as plain text.
There was another post, with the same problem but no resolution was given. I've tried the Rt demo site, and it works fine. My system RT 3.8.8 show it in plain text. I compared the URLs between the Demo site and my site and they seem identical, so I'm guessing it's an apache config issue. I check the mime-types in apache and the text/calendar type resolves to ics. I double checked my apache config and it appears consistent with all of the instructions I found. Did anyone solve this? Thanks, Steve 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] RTFM 2.4.3r1 status?
Just wondering what the status is for this release. I would like to upgrade from RT 3.8.6 to RT 3.8.8, but I read that RTFM 2.4.2 has problems with the latest RT 3.8.8 version. I know BestPractical doesn't generally promise release date, but since RTFM 2.4.3rc1 has been out for a bit more than a month, I'm wondering if the status is... Found Problems, so needs more work or Looking good, so should be out soon Any insight? Thanks, Steve 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] RT for Mobile Devices 0.9
I'm having problem with this.
I'm running RT 3.8.4 with Mobile 0.97
Blackberry Curve 8310
login http://{myserver:port}/rt3 http://%7bmyserver:port%7d/rt3
goes to Login page -http://{myserver:port}/rt3/m
enter user/pwd
goes to Login page -http://{myserver:port}/rt3/m/index.html
http://%7bmyserver:port%7d/rt3/m/index.html
opens up.
click on to My Tickets ( a custom search)
login again - http://{myserver:port}/rt3/m/tickets/search?name=My%20Tickets
http://%7bmyserver:port%7d/rt3/m/tickets/search?name=My%20Tickets
enter usr/pwd
gets results
Steve
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] RT-Extension-UserDetails not working with IE8
I really like this extension, which allows you to view user Details by
clicking on a button beside the people in a ticket.
I am testing against RT 3.8.4, ad have applied the patch mentioned in the
README.
All was working well until tested on IE8.works for Firefox and Safari, but
not IE8 (not sure about previous IE versions).
I don't use IE myself, but other user will.
Problem: The button doesn't show up.
The source looks ok:
span id=toggleuserdetails-22
a href=/rt3/Helpers/Toggle/UserDetails?id=22
onclick=ahah('/rt3/Helpers/Toggle/UserDetails?id=22Toggle=1',
'toggleuserdetails-22'); return false; img
src=/rt3/NoAuth/images/userdetails.png alt=Details title=Details
style=border-style: none //a
/span
Anyone have a fix or work-around?
Thanks,
Steve
RT Training in Washington DC, USA on Oct 25 26 2010
Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] RT Mobile for iPhone (Dustin Collins)
As a first step, it would probably be easier to create a special stylesheet to create the illusion of an app. Yes, my first thought was that a mobile stylesheet might make it easier to use RT on a mobile device. It could be done on the server side, rather than the client (but then it's not an app you can sell). It's not that hard to put together a reasonable mobile UI for RT, especially if we start reasonably small. That would have the advantage of working on many platforms instead of just one. How many of you need offline-ability for your mobile RT usage? -Jesse ME !! It would be very handy for us, since we're always travelling, so access from Blackberry/IPhone/Android/etc. would make things easier. We are currently trying to roll-out RT here and are trying our best with RSS feeds and command-by-email, but an actual mobile RT would be great. Steve Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] What's Wrong with RT?
Ok, it's a pointed question! Basically I'm trying to convince my company to implement RT. I've implemented at my former employer a few years ago and loved it so I want my new company to buy into it. My current employer is supportive towards it so far but wants to know it's shortcomings so they can see if any of them would prevent us from being able to use it. For me, I love it 's ease of use, but the short coming I would see is the lack of Project Management . They are also asking about CRM type stuff, so the sales folks can keep track of leads and email our customer press releases or announcements. Anything else? We currently used DotProject for project Management Stuff and CVS for Developer version control..anyone linked into these systems? I'm also wondering about the email, we currently subscribe to an external email provider...does this work with RT? I know with RT set up an email server on the Linux box, but can this interact with an external provider?...Since email is HUGE reason for enabling such a system, I'm wondering how that would work? Is it just a matter of setting up a forwarding an account on the Linux box? Thanks for all your help, I know the user community for RT is very active, so I'm hoping to hear some feedback to help me in my cause! Steve ___ 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
