Re: [rt-users] create ticket from email
Hi there, sorry to nag but I'm despaired to find a solution for a basic which should be common problem/need. I need the ability to create ticket from email. mailgate provides only correspond and comment actions while I need create. Any suggestions? Thanks, On Wed, Oct 15, 2008 at 10:33 PM, Monti gmail [EMAIL PROTECTED] wrote: Thank you. I have seen it before but the mailgate has 2 available actions - correspond and comment, there is no create. how do I create using mailgate? On Wed, Oct 15, 2008 at 10:00 PM, Matt Hoover [EMAIL PROTECTED]wrote: Monti- You will want to setup mailgate. See the wiki for more details here. http://wiki.bestpractical.com/view/EmailInterface Matt On Wed, Oct 15, 2008 at 10:10 AM, Monti gmail [EMAIL PROTECTED]wrote: According to the documents I looked in, it is only possible to create new ticket is from WEB and CLI, I could not find how to create ticket from email. is it possible? is it requires any customizations? ___ 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 ___ 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] create ticket from email
When you send it to the correspond address, it will create a new ticket if the following is true: the user has Create Ticket rights there isn't a ticket number (RT syntax) in the subject that will update an existing ticket. From: [EMAIL PROTECTED] on behalf of Monti gmail Sent: Sun 10/19/2008 8:42 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] create ticket from email Hi there, sorry to nag but I'm despaired to find a solution for a basic which should be common problem/need. I need the ability to create ticket from email. mailgate provides only correspond and comment actions while I need create. Any suggestions? Thanks, On Wed, Oct 15, 2008 at 10:33 PM, Monti gmail [EMAIL PROTECTED] wrote: Thank you. I have seen it before but the mailgate has 2 available actions - correspond and comment, there is no create. how do I create using mailgate? On Wed, Oct 15, 2008 at 10:00 PM, Matt Hoover [EMAIL PROTECTED] wrote: Monti- You will want to setup mailgate. See the wiki for more details here. http://wiki.bestpractical.com/view/EmailInterface Matt On Wed, Oct 15, 2008 at 10:10 AM, Monti gmail [EMAIL PROTECTED] wrote: According to the documents I looked in, it is only possible to create new ticket is from WEB and CLI, I could not find how to create ticket from email. is it possible? is it requires any customizations? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com 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 http://rtbook.bestpractical.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
Re: [rt-users] create ticket from email
Thank you, that works grate :) Is there a way to set a Custom Field value in the email template? I have set a Custom Field for a queue, I want to be able to create a new ticket using mailgate but also to be able to set a value for the Custom Field. On Sun, Oct 19, 2008 at 2:57 PM, Helmuth Ramirez [EMAIL PROTECTED] wrote: When you send it to the correspond address, it will create a new ticket if the following is true: the user has Create Ticket rights there isn't a ticket number (RT syntax) in the subject that will update an existing ticket. -- *From:* [EMAIL PROTECTED] on behalf of Monti gmail *Sent:* Sun 10/19/2008 8:42 AM *To:* rt-users@lists.bestpractical.com *Subject:* Re: [rt-users] create ticket from email Hi there, sorry to nag but I'm despaired to find a solution for a basic which should be common problem/need. I need the ability to create ticket from email. mailgate provides only correspond and comment actions while I need create. Any suggestions? Thanks, On Wed, Oct 15, 2008 at 10:33 PM, Monti gmail [EMAIL PROTECTED]wrote: Thank you. I have seen it before but the mailgate has 2 available actions - correspond and comment, there is no create. how do I create using mailgate? On Wed, Oct 15, 2008 at 10:00 PM, Matt Hoover [EMAIL PROTECTED]wrote: Monti- You will want to setup mailgate. See the wiki for more details here. http://wiki.bestpractical.com/view/EmailInterface Matt On Wed, Oct 15, 2008 at 10:10 AM, Monti gmail [EMAIL PROTECTED]wrote: According to the documents I looked in, it is only possible to create new ticket is from WEB and CLI, I could not find how to create ticket from email. is it possible? is it requires any customizations? ___ 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 ___ 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] create ticket from email
There are several ways to do that depending on exactly what you want to trigger the CF (custom field). Check out the wiki and archives for examples on scrips to look for certain words. Alternatively you can take a look at the mail commands option. Do a search on cpan for it, you can set CF's through there too. From: Monti gmail To: Helmuth Ramirez Cc: rt-users@lists.bestpractical.com Sent: Sun Oct 19 10:27:23 2008 Subject: Re: [rt-users] create ticket from email Thank you, that works grate :) Is there a way to set a Custom Field value in the email template? I have set a Custom Field for a queue, I want to be able to create a new ticket using mailgate but also to be able to set a value for the Custom Field. On Sun, Oct 19, 2008 at 2:57 PM, Helmuth Ramirez [EMAIL PROTECTED] wrote: When you send it to the correspond address, it will create a new ticket if the following is true: the user has Create Ticket rights there isn't a ticket number (RT syntax) in the subject that will update an existing ticket. From: [EMAIL PROTECTED] on behalf of Monti gmail Sent: Sun 10/19/2008 8:42 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] create ticket from email Hi there, sorry to nag but I'm despaired to find a solution for a basic which should be common problem/need. I need the ability to create ticket from email. mailgate provides only correspond and comment actions while I need create. Any suggestions? Thanks, On Wed, Oct 15, 2008 at 10:33 PM, Monti gmail [EMAIL PROTECTED] wrote: Thank you. I have seen it before but the mailgate has 2 available actions - correspond and comment, there is no create. how do I create using mailgate? On Wed, Oct 15, 2008 at 10:00 PM, Matt Hoover [EMAIL PROTECTED] wrote: Monti- You will want to setup mailgate. See the wiki for more details here. http://wiki.bestpractical.com/view/EmailInterface Matt On Wed, Oct 15, 2008 at 10:10 AM, Monti gmail [EMAIL PROTECTED] wrote: According to the documents I looked in, it is only possible to create new ticket is from WEB and CLI, I could not find how to create ticket from email. is it possible? is it requires any customizations? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com 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 http://rtbook.bestpractical.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
[rt-users] RT-Extension-CommandByMail
Hi, I am trying to install RT-Extension-CommandByMail Extention and it does not work well. I have setup the configuration and i am running RT 3.8 so I did not need to run the patch installation. I ran the Makefile.PL and got this: perl Makefile.PL Cannot determine perl version info from lib/RT/Extension/CommandByMail.pm LEGAL WARNING: 'All rights reserved' may invalidate Open Source licenses. Consider removing it. at inc/Module/Install/Metadata.pm line 305. Using RT configuration from /opt/rt3/lib/RT.pm: ./lib = /opt/rt3/local/plugins/RT-Extension-CommandByMail/lib *** Module::AutoInstall version 1.03 *** Checking for Perl dependencies... [Core Features] - Test::More ...loaded. (0.8) - IPC::Open2 ...loaded. (1.02) - UNIVERSAL::require ...loaded. (0.11) - MIME::Entity ...loaded. (5.426 = 5.420) *** Module::AutoInstall configuration finished. Open input '/tmp/RT-Extension-CommandByMail-0.06/t/utils.pl' file for substitution Open output '/tmp/RT-Extension-CommandByMail-0.06/t/utils.pl' file for substitution Writing Makefile for RT::Extension::CommandByMail When I restart the webserver I get this error: Sun Oct 19 20:23:25 2008]* [error] Can't locate RT/Extension/CommandByMail.pm in @INC (@INC contains:*/opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . /etc/httpd) at /opt/rt3/bin/../lib/RT.pm line 595.\nCompilation failed in require at (eval 2) line 1.\n Any ideas? ___ 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] character encoding issues after updating
Hi,
After having successfully implemented version 3.6.4 in our organization, I have
started an attempt at updating the installation to 3.8.1. It seems to be
successful, however I have one show stopping issue. When I look at the tickets
the Turkish characters we use have become corrupted. Here is what I do in terms
of upgrading the database:
* I copy the database to a new one using phpmyadmin (I can run the new version
now! even without the db update, but with the character issues)
* I run the update script over the copy (from the temporary directory that
holds the 'upgrade' directory)
* I am using the copy for the new installation as I have to keep the original
database in one piece, it is live...
When I look at the fields in the database I see no differences between the two
('fotokopi(C500) sarı ve mavi toner bitik!' remains 'fotokopi(C500) sarı ve
mavi toner bitik!' - apparently we need blue and yellow toner for a printer
;-), so that makes me think something changed somewhere else. 3.6.4 shows this
ticket as it should, with a dotless i, 3.8.1 gives 'ı'
When I play with the character encoding using my browser I am not able to get
things to show up right.
Any suggestions would be great.
-- Jac
Istanbul, Turkey
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Re: [rt-users] RT-Extension-CommandByMail
Monti gmail wrote: Hi, I am trying to install RT-Extension-CommandByMail Extention and it does not work well. When I restart the webserver I get this error: Sun Oct 19 20:23:25 2008]* [error] Can't locate RT/Extension/CommandByMail.pm in @INC (@INC contains:* /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . /etc/httpd) at /opt/rt3/bin/../lib/RT.pm line 595.\nCompilation failed in require at (eval 2) line 1.\n Any ideas? Yes, install rt-3.8.1 because it has a fix for the plugin paths which are broken in 3.8.0. See also the release notes for 3.8.1 which contain more info on other important things fixed in that version. Greetings, Joop ___ 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
