Re: [rt-users] delivery to RT queue returning EX_TEMPFAIL but not debug logs or anything useful
Tom H wrote:
Hi RT list,
According to the rt-mailgate script, there should be something for this;
warn $content if ($opts{debug});
and according to perldoc warnings, the function warn should send the
content to STDERR...
So I've no idea where that information is going
So further digging reveals this possibility;
http://docs.hp.com/en/B2355-90685/ch04s03.html#ccicedga
If stdout and stderr are not redirected, they are not printed to the
terminal, and they disappear. However, if a command returns a non-zero
exit status, its output to stderr becomes part of the sendmail error
transcript.
And the message that is sent back through the relay is;
# #4.4.7 X-Unix; 75 #SMTP#
So rt-mailgate is sending back exit status 75, its just doesn't look
like its sending the STDERR, which should at least include stuff like;
warn Connecting to $full_url if $opts{'debug'};
So I'm still losing my rt-mailgate STDERR
Tom
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[rt-users] delivery to RT queue returning EX_TEMPFAIL but not debug logs or anything useful
Hi RT list,
I have about 20 RT queues and my users are reporting intermittent
failures with delivery. One example is as follows;
Aug 11 21:32:20 dcmon01 sendmail[8402]: m7BLWJQC008218:
to=|/opt/rt3/bin/rt-mailgate --debug --queue 'Operations' --action
correspond --url http://dcmon01.osti.local/rt/;, ctladdr=op
[EMAIL PROTECTED] (8/0), delay=00:00:01,
xdelay=00:00:01, mailer=prog, p
ri=46549, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited
with EX_TEMPFAIL
A what appears to be, well formed ticket email is sent to my request
alias, and is rejected with EX_TEMPFAIL. (There are further EX_TEMPFAILS
for the same message)
Eventually the exchange server gives up.
However the confusing thing is that with --debug set in the alias
command, I would expect something useful to be logged in either
/opt/rt3/log/rt.log or /var/log/messages
However there is nothing at all in them for the relevant time for the
message and EX_TEMPFAIL time.
According to the rt-mailgate script, there should be something for this;
warn $content if ($opts{debug});
and according to perldoc warnings, the function warn should send the
content to STDERR...
So I've no idea where that information is going
Any ideas?
Thanks,
Tom
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Re: [rt-users] delivery to RT queue returning EX_TEMPFAIL but not debug logs or anything useful
Emmanuel Lacour wrote:
On Wed, Aug 20, 2008 at 04:29:55PM +0100, Tom H wrote:
warn $content if ($opts{debug});
and according to perldoc warnings, the function warn should send the
content to STDERR...
So I've no idea where that information is going
Any ideas?
Try to log the error to a file by modifying a little bit rt-mailgate.
Look in you're apache and rt error logs, if rt-mailgate cannot submit,
there should be an error there.
The problem itself is odd, because RT itself is returning 200 for the
request to create the message;
10.127.2.24 - - [11/Aug/2008:21:32:19 +] POST
/rt//REST/1.0/NoAuth/mail-gateway HTTP/1.1 200 721 - libwww-perl/5.808
but rt-mailgate is returning exit code 75 to smrsh/sendmail;
Date: Mon, 11 Aug 2008 21:31:23 +
[EMAIL PROTECTED]
# #4.4.7 X-Unix; 75 #SMTP#
By the looks of it the server returns EX_TEMPFAIL if the return content
didn't include ok|not ok
114: if ( $content !~ /^(ok|not ok)/ ) {
But sendmail is still not including this error text in the bounce mail
to the requestor.. which I guess is the part I am confused about.
I'm going to patch rt-mailgate to log that stuff to a local file for the
meanwhile. But I would be keen to understand where the option to do
that is in the sendmail config.
Tom
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[rt-users] merged tickets hanging browser for a long time
Hi, A user reported that one of their tickets was hanging their browser, and sure enough when I tried, it took a very long time to load, and when it did it was rendered badly. I checked the logs and the following was repeated many 100s of times; [Thu Mar 6 11:23:29 2008] [debug]: We found a merged ticket.557/567 (/opt/rt3/lib/RT/Ticket_Overlay.pm:273) [Thu Mar 6 11:23:31 2008] [debug]: We found a merged ticket.557/567 (/opt/rt3/lib/RT/Ticket_Overlay.pm:273) [Thu Mar 6 11:23:59 2008] [debug]: We found a merged ticket.568/567 (/opt/rt3/lib/RT/Ticket_Overlay.pm:273) [Thu Mar 6 11:24:00 2008] [debug]: We found a merged ticket.568/567 (/opt/rt3/lib/RT/Ticket_Overlay.pm:273) Any ideas how I can unjam that ticket? Thanks, Tom ___ 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] non-root users not seeing custom attribute fields in new ticket form or mody ticket form
Kenneth Crocker wrote: Tom, If I understand your question, you are wondering why a particular Custom Field is not visable when creating a ticket, even if the user is root. The answer is related to how RT links Custom Fields to a ticket. Ah, no - the root user can see and enter a value for the custom attribute, its the other users that cannot. The user or user privileges SeeCustomField, ModifyCustomField, and AdminCustomField refer to what a user can do to a Custom Field IF )and IF is the pertinate word here) the Custom Field has been applied to a queue. In other words, the User rights (for a CF) don't mean anything unless the Custom Field has already been applied to the tickets in a So I guess I am looking to find out what privilege I need to give the other users to see the custom attribute... Cheers, Tom ___ 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
[rt-users] non-root users not seeing custom attribute fields in new ticket form or mody ticket form
Hi, I have added an on hold custom attribute, which should be available to privileged users when creating a new ticket through the web interface, and to users with edit ticket rights on existing tickets. However the privileged users do not get the fields appearing in the web interface. I tried adding seeCustomField and AdminCustomField to the requestor global group, but its not changing the create ticket form. I noticed that there is an Applies To option on the Configuration - Custom Fields - Custom field name - Applies to menu, but as the root user can already add these attributes to tickets, I can't see what I would have to select these. After all I have selected the custom fields at the global level... (The root user sees the fields correctly, when creating or editing tickets.) Thanks, Tom ___ 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
[rt-users] suppressing email generated by script to import tickets from another ticketing system
Hi,
I have a script which imports tickets from another system using
something like;
foreach(ticket){
$TicketObj-Create(subject, queue, priority, status);
}
etc. However I understand that that is going to trigger the sending of
emails to all the watchers of these queues?
is there any way to suppress that while this script is running?
Thanks,
Tom
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Re: [rt-users] Documentation.
Deepika Bhatia wrote: Is there any users manual and administrators manual available for RT? Hi, We are currently writing end user documentation for RT, and it would really help to see what has been done before. If you care to share ;-) Many Thanks, Tom ___ 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
[rt-users] Scrip which retrieves all the users with TakeTicket permission for a ticket or its queue
Hi, I want to give all the users who can TakeTicket the opportunity to do so, by notifying them. But I don't want to add them to the AdminCC list as they would get far too much mail. So I want to create a custom scrip which On Create, searches for all the users who have TakeTicket right, and send them a Template email notifying them. I haven't the foggiest how to start to do this, and the wiki seems to be partially down at the moment, or at least very slowat the mo. Thanks, T. ___ 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] Scrip which retrieves all the users with TakeTicket permission for a ticket or its queue
Kenneth Crocker wrote: Tom, If you can put them all in one group, or if they are already in groups that only have takers as members, then list the group(s) in the Watchers: CC of the appropriate queues. Then all you need do is create a notification scrip for OnCreate to Notify CC's. That would work. How do you plan to maintain the membership of this Takers group? Hi, I see what you mean now, If I removed the following global script; (no value) On Correspond Notify Requestors and Ccs with template Correspondence And replaced it with the following; (no value) On Correspond Notify Requestors with template Correspondence and (no value) On Create Notify cs with template Correspondence And added my project A group to the watchers list for project A queue, then the CC list would only be notified of new tickets, and not get all the correspondence!!! I guess I was hoping not to mess with the default watchers CC list - but as I have not plans to use it currently, that makes for a neat solution. (I think I have got that correctly?) Thanks, Tom Hodder ___ 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
[rt-users] assigning ticket to another owner
Hi I would like to assign a ticket to another Owner/user, but only myself and Nobody appear in the owner drop down list, and there are quite a few others in the group that have permissions on this queue. Am I missing a permission here? Thanks, T. ___ 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
[rt-users] method for adding LDAP users to their queues before they have logged on
Hi, I have the LDAP overlay working fine with LdapAutocreateAuthCallback, and once my users have logged in I can add them to their groups and give them permissions. However the problem I have at the moment, is that I want to add users to a particular queue/group before they have ever logged on, otherwise they log on and complain they can't see anything, and I then go and add them and tell them login again, which is tiresome with 30 developers per queue. Is there a way to map an ldap group to a rt3 group, or script I can run to add the users to the correct group regularly? Thanks, T. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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
[rt-users] how to notify my queue group that a new ticket is created
Hi, I have created a queue Operations and a group called Operations group, and assigned all available queue rights to that group. This works in the sense that when the operations user logs in, they can see the available ticket. However I would like them to be notified that there is a new ticket, but that is not happening. Which right should I set, or do I need to add them to the watchers list? Thanks, T ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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
[rt-users] non-privileged user on watchers CC list
Hi, I have added a non-privileged user to the cc list for my queue, however they are not receiving any emails for updates or ticket creation events. Am I doing something wrong, other emails are sent correctly Thanks, T ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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
[rt-users] how to limit create ticket permission to particular email domain
Hi, I was wondering whether its possible to allow everybody with an address like [EMAIL PROTECTED] to create tickets, and reject everyone else. (rather than give everyone the create ticket permission) Thanks, Tom ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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
