Re: [rt-users] scrip to change subject for tickets created w/rt-mailgate
Sorry for the delay. The condition isn't an issue here as the scrip will apply to everything that comes into the queue. I know I can change the subject easily with: $self-TicketObj-SetSubject( EXTRACTED VALUE ); Where I'm stumbling is in extracting the desired info from the history on the ticket and turning that into a usable for the SetSubject string. Tx, Rob -Original Message- From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of Ruslan Zakirov Sent: Tuesday, May 24, 2011 4:42 PM To: Sullivan, Rob Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] scrip to change subject for tickets created w/rt-mailgate Hi, You need scrips for sure. Start writing required condition. Put something trivial as action, for example log a string into log files with $RT::Logger object. As condition you need something like: on create and subject is event active!. Wiki has snippets for all of that. Try. Return back if you fail with more questions. On Tue, May 24, 2011 at 11:00 PM, Sullivan, Rob rsulli...@peerlessnetwork.com wrote: Management here has requested that all major and critical alarms from our monitoring system are emailed to RT as well as the pagers so that we can run daily reports on the tickets and provide a high level view of what's happened overnight for engineering. The monitoring package sends out email with the subject line Event Active! and the vendor has informed us this can't change. Subsequently we'd like to have the event message which is currently contained in the message body show up in the subject field on the ticket so that the queue view and subsequent reports will show the nature of each ticket without having to open it. For instance, a ticket which currently looks like this: Sub: Event Active! Body: 110524 06:34:00 ISD4000 LVL=Maj 10.31.50.11 Redundant card in slot 4 is active, check health of client modules - Active! Would look like this: Sub: LVL=Maj 10.31.50.11 Redundant card in slot 4 is active, check health of client modules - Active! Body: 110524 06:34:00 ISD4000 LVL=Maj 10.31.50.11 Redundant card in slot 4 is active, check health of client modules - Active! I'm not sure where to start as far as the scrip and template go. Any suggestions? Thanks, Rob Sullivan Systems Engineer, Peerless Network Inc rsulli...@peerlessnetwork.com 312-506-0948 -- Best regards, Ruslan.
[rt-users] scrip to change subject for tickets created w/rt-mailgate
Management here has requested that all major and critical alarms from our monitoring system are emailed to RT as well as the pagers so that we can run daily reports on the tickets and provide a high level view of what's happened overnight for engineering. The monitoring package sends out email with the subject line Event Active! and the vendor has informed us this can't change. Subsequently we'd like to have the event message which is currently contained in the message body show up in the subject field on the ticket so that the queue view and subsequent reports will show the nature of each ticket without having to open it. For instance, a ticket which currently looks like this: Sub: Event Active! Body: 110524 06:34:00 ISD4000 LVL=Maj 10.31.50.11 Redundant card in slot 4 is active, check health of client modules - Active! Would look like this: Sub: LVL=Maj 10.31.50.11 Redundant card in slot 4 is active, check health of client modules - Active! Body: 110524 06:34:00 ISD4000 LVL=Maj 10.31.50.11 Redundant card in slot 4 is active, check health of client modules - Active! I'm not sure where to start as far as the scrip and template go. Any suggestions? Thanks, Rob Sullivan Systems Engineer, Peerless Network Inc rsulli...@peerlessnetwork.com 312-506-0948
[rt-users] issues w/ outbound email to specific addresses
RT3.8.9. We use a 3rd party to handle phone queues and do monitoring of SNMP analysis during off hours. When this party needs to open a ticket in one of several different queues their monitoring software (homebrewed) sends an email to one of several sendmail aliases which use mailgate to create tickets. As the emails all come from the same system they have the same return address, noc_st...@vendornoc.com (example). The tickets are created perfectly fine in all queues. However RT sends outbound email for new tickets to the reply address only in the General queue, in other queues no outbound messages are generated. If I test from various other (non-vendor) email addresses this works fine in all queues, all correspondence is sent as expected- this is only an issue for the messages generated by the vendor's ticketing system. Any idea what I'm overlooking here? Thanks, Rob Sullivan Systems Engineer, Peerless Network Inc rsulli...@peerlessnetwork.com 312-506-0948
[rt-users] Message body not shown because it is too large.
I'm seeing some unusual behavior on an RT 3.8.9 system just upgraded from 3.6.6. It has to do with pasting text from Outlook or Word into a ticket, and results are different from browser to browser. Results seem to be the same regardless of whether we are using rich or plain text formatting. Chrome: Works fine for smaller amounts of text. Larger amounts (unclear how big) when saved display the Message body not shown because it is too large message. Firefox: Works fine for smaller amounts of text from notepad, etc. Even pasting a single line from outlook gives this message. Pasting that text into notepad first and then copying from there into RT works fine. IE8: Behaves like Chrome. Small amounts of text are fine, large amounts display the Message body... message. First up, what is the character limit regardless of the source of the text being inserted to the ticket? Does anyone have any idea why firefox is so unhappy about text coming from rich text formatting apps (despite not necessarily being in rich text format)? Thanks, Rob Sullivan Systems Engineer, Peerless Network Inc rsulli...@peerlessnetwork.com 312-506-0948
Re: [rt-users] issues with Taint mode?
Resolved, thanks Alex for your post to the other webmux.pl thread. Needed to comment out the perlswitches section of the mod_perl/apache config. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Sullivan, Rob Sent: Thursday, January 13, 2011 6:18 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] issues with Taint mode? Greetings. I'm setting up a new RT 3.8.8 instance in a Solaris 10 zone with apache2.2/modperl2.03/Perl5.8.8 (all packages from blastwave). All deps are met and it builds fine. Web server user /group is nobody/nobody, perl -c RT_SiteConfig.pm checks out fine. Apache fails when starting when I add the PerlRequire /opt/rt3/bin/webmux.pl line in the V-host entry with the following error: [Thu Jan 13 17:44:25 2011] [error] Couldn't load RT config file RT_SiteConfig.pm:\n\nInsecure dependency in require while running with -T switch at /opt/rt3/bin/../lib/RT/Config.pm line 562.\nCompilation failed in require at (eval 7) line 1.\n [Thu Jan 13 17:44:25 2011] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server rt01.chi1.prlss.net:0, exiting... So it appears that something (setuid?) is trigging taint mode with perl, which causes the app to fail. I should add that I've got RT3.6.6 working with the same build of perl in a different zone, though that RT install also came from blastwave. Same apache/perl/modperl version and config. Is there anything I can do in the config to suppress taint mode, or is there something obvious I'm missing? Here's the httpd-vhost.conf entry NameVirtualHost *:80 # VirtualHost *:80 ServerName rt01.chi1.prlss.net ServerAlias tt.prlss.net ServerAdmin rsulli...@peerlessnetwork.com DocumentRoot /opt/rt3/share/html/ #ErrorLog /var/opt/csw/apache2/log/RT-error_log #CustomLog /var/opt/csw/apache2/log/RT-access_log common #PerlModule Apache::DBI AddDefaultCharset UTF-8 PerlRequire /opt/rt3/bin/webmux.pl Directory /opt/rt3/share/html Order allow,deny Allow from all SetHandler perl-script PerlResponseHandler RT::Mason /Directory /VirtualHost Thanks, Rob
[rt-users] issues with Taint mode?
Greetings. I'm setting up a new RT 3.8.8 instance in a Solaris 10 zone with apache2.2/modperl2.03/Perl5.8.8 (all packages from blastwave). All deps are met and it builds fine. Web server user /group is nobody/nobody, perl -c RT_SiteConfig.pm checks out fine. Apache fails when starting when I add the PerlRequire /opt/rt3/bin/webmux.pl line in the V-host entry with the following error: [Thu Jan 13 17:44:25 2011] [error] Couldn't load RT config file RT_SiteConfig.pm:\n\nInsecure dependency in require while running with -T switch at /opt/rt3/bin/../lib/RT/Config.pm line 562.\nCompilation failed in require at (eval 7) line 1.\n [Thu Jan 13 17:44:25 2011] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server rt01.chi1.prlss.net:0, exiting... So it appears that something (setuid?) is trigging taint mode with perl, which causes the app to fail. I should add that I've got RT3.6.6 working with the same build of perl in a different zone, though that RT install also came from blastwave. Same apache/perl/modperl version and config. Is there anything I can do in the config to suppress taint mode, or is there something obvious I'm missing? Here's the httpd-vhost.conf entry NameVirtualHost *:80 # VirtualHost *:80 ServerName rt01.chi1.prlss.net ServerAlias tt.prlss.net ServerAdmin rsulli...@peerlessnetwork.com DocumentRoot /opt/rt3/share/html/ #ErrorLog /var/opt/csw/apache2/log/RT-error_log #CustomLog /var/opt/csw/apache2/log/RT-access_log common #PerlModule Apache::DBI AddDefaultCharset UTF-8 PerlRequire /opt/rt3/bin/webmux.pl Directory /opt/rt3/share/html Order allow,deny Allow from all SetHandler perl-script PerlResponseHandler RT::Mason /Directory /VirtualHost Thanks, Rob
