[rt-users] Autocreate user from body of e-mail
Hello, We have a support web form that send e-mails. These e-mails come always with the same 'generic' sender address. But the e-mail address of the requestor is in the body of the e-mail. I would like to manage these support requests with RT. Would it be possible to check/autocreate user according to some text of the body of the e-mail instead of the sender e-mail address ? RT is such a 'beast', I don't know where to start from. Any hint about where the 'magic' of user autocreation takes place ? Regards. Stephane ___ 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] RT response time
Thanks Torsten, I know little about VB , but will give it a go .. *Roy El-hames * ISP Systems *Vialtus** Solutions* Direct Dial: +44(0) 208 587 6181 E-mail: r...@vialtus.com mailto:r...@vialtus.com Visit us on: www.vialtus.com http://www.vialtus.com/ This email is subject to: http://www.vialtus.com/disclaimer.html Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote: Hi Raed, find attached vbs script. let me explain how it works. It opens IE, logging in as user (credentials you find in password file) and opening the homepage, opening a queue and a ticket, then does a ticket update (comment) and returns back to homepage. this is done every few seconds from begining. All counted times are stored in a newly created xls file. Pls have a closer look into the vbs, this is created for our setup, i think you have to change something: Line 179: 'Erster Schritt: Start RT bis zum Login Schirm RTloginURL=http://ticket.int.kn/; Line 254: .navigate(http://ticket.int.kn/Search/Results.html?Order=ASCQuery=Queue%20%3D%20'PERFORMANCETEST'%20AND%20(Status%20%3D%20'open'%20OR%20Status%20%3D%20'new'%20OR%20Status%20%3D%20'stalled'%20OR%20Status%20%3D%20'pending'%20OR%20Status%20%3D%20'accepted'%20OR%20Status%20%3D%20'implement'%20OR%20Status%20%3D%20'approved'%20OR%20Status%20%3D%20'verified'%20OR%20Status%20%3D%20'waiting'%20OR%20Status%20%3D%20'testing'%20OR%20Status%20%3D%20'delivered'%20OR%20Status%20%3D%20'develop')Rows=OrderBy=idPage=1Format=) Change this to your test queue Line 275: .navigate(http://ticket.int.kn/;) Line 296: Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne -Urspruengliche Nachricht- Von: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Raed El-Hames Gesendet: Montag, 7. Dezember 2009 19:19 An: RT Users Betreff: [rt-users] RT response time Hi; Versions 3.6.4 and 3.8.5 apache2,mod_perl2 and mysql5 Have anyone done any kind of monitoring / profiling of RT response time, ie measure the time it takes to display a ticket / (or create a ticket but possibly doing this every 5/10 minutes wont be desirable) Can anyone recommend any software (preferably open source) that can do that? ___ 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] RT response time
Thanks Matthew,
I use Firebug during the development but for my purposes I would need
something robotic collecting and stating in the back ground, although
some its suggestions/recommendations is not always useful.
I have considered/ing the web logs, and using 'rt_base_time', but both
these are server responses (which logically should be all I need),
however the powers above me (and to a certain extent have a good point),
suggests that the server time is a fraction of the time it takes to
display a page and I have tested on a DualCore 2.6 GH with 2G ram
running windows xp no applications except using IE7 pulling an average
ticket with 9 updates -no attachments and few ticket custom fields , the
rt_base_time was ~ 1.5 seconds however it took around 8 seconds for the
page to display .. This done few times at different time of the day, the
link between my client and the rt server is Gig link ..
Does anyone else see this slowness?
Roy
Matthew Seaman wrote:
Matthew Seaman wrote:
Raed El-Hames wrote:
Versions 3.6.4 and 3.8.5
apache2,mod_perl2 and mysql5
Have anyone done any kind of monitoring / profiling of RT response
time, ie measure the time it takes to display a ticket / (or create
a ticket but possibly doing this every 5/10 minutes wont be desirable)
Can anyone recommend any software (preferably open source) that can
do that?
If you modify the apache log format, you can get it to include the
amount
of time it spends to serve each page. Something like this:
LogFormat %h %l %u %t \%r\ %s %b \%{Referer}i\
\%{User-Agent}i\ %D
(See http://httpd.apache.org/docs/2.2/mod/mod_log_config.html)
%D is the time in microseconds it takes to serve the request.
There's also
%T, but that's measured in integer numbers of seconds, so it's almost
always
0 for any reasonably good web-server. %D is to some extent
determined by
how fast the web clients can receive the data, but this should not be
rate limiting unless you have particularly old and slow client
machines or people accessing the site through dial-up connections.
AFAIK most weblog analysis software doesn't deal with the time taken
to serve
a request, because that data isn't included in the standard log file
formats.
However, writing a small perl script to calculate statistics for each
of the different queries (%r in the format) should be fairly trivial
to do.
Another approach is to use the Firebug extension to Firefox -- this
gives you a detailed breakdown of the time it takes to display a web
page (including all of the sub-requests for images etc.)
http://getfirebug.com/
Only shows you timings for one page at a time though, and needs to be
run interactively.
Cheers,
Matthew
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Re: [rt-users] Autocreate user from body of e-mail
On Tue, Dec 08, 2009 at 09:09:15AM +0100, Brot Stéphane wrote: Hello, We have a support web form that send e-mails. These e-mails come always with the same 'generic' sender address. But the e-mail address of the requestor is in the body of the e-mail. I would like to manage these support requests with RT. Would it be possible to check/autocreate user according to some text of the body of the e-mail instead of the sender e-mail address ? RT is such a 'beast', I don't know where to start from. Any hint about where the 'magic' of user autocreation takes place ? You can use RT-Extension-ExtractCustomFieldValues to match the real email address and then load the user and make them the requestor of the ticket. -kevin pgpfIKBpDokKV.pgp Description: PGP signature ___ 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] RT-Users Digest, Vol 69, Issue 18
Help me,Its quite urgent On Mon, Dec 7, 2009 at 9:48 PM, rt-users-requ...@lists.bestpractical.comwrote: Send RT-Users mailing list submissions to rt-users@lists.bestpractical.com To subscribe or unsubscribe via the World Wide Web, visit http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users or, via email, send a message with subject or body 'help' to rt-users-requ...@lists.bestpractical.com You can reach the person managing the list at rt-users-ow...@lists.bestpractical.com When replying, please edit your Subject line so it is more specific than Re: Contents of RT-Users digest... Today's Topics: 1. Change Simple search behavour to include all tickets content by default as well as closed tickets (David Lane) 2. Re: Change Simple search behavour to include all tickets content by default as well as closed tickets (Emmanuel Lacour) 3. Hyperlink in RT not working (Praveen C) 4. Grant access to tickets to a group of people when created by one of them (L B) 5. Re: Help reverting RT 3.8.6 back to displayingusername instead of RealName (Kenneth Marshall) 6. Re: Only showing a certain custom field when another custom field has a certain value selected (Kevin Falcone) 7. Re: Can I add more than one email address to a user? (within user configuration) (Kevin Falcone) 8. Innovation in RT (rifaqat zaheer) 9. Re: Innovation in RT (Jesse Vincent) 10. Re: Innovation in RT (Andy Millar) -- Message: 1 Date: Sun, 6 Dec 2009 17:14:29 -0100 From: David Lane d...@goodchoice.it Subject: [rt-users] Change Simple search behavour to include all tickets content by default as well as closed tickets To: rt-users@lists.bestpractical.com Message-ID: b8c47b270912061014o786a0d02y7d945fe7c9a4a...@mail.gmail.com Content-Type: text/plain; charset=iso-8859-1 I realise this will be slwww but i did it before with 3.6 and want to do it again Google is being very unkind to me today and the archives are not helping either I think my previous fix was ugly but I don't have access to the info - and the new search tool will change whats required too The wiki makes mention of various ways to include resolved tickets but is silent on the content search So to summarise I want the default behaviour to do Any content (fulltext) of any ticket of any status Thanks Dave -- next part -- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20091206/ffaf34ac/attachment-0001.htm -- Message: 2 Date: Sun, 6 Dec 2009 20:25:39 +0100 From: Emmanuel Lacour elac...@easter-eggs.com Subject: Re: [rt-users] Change Simple search behavour to include all tickets content by default as well as closed tickets To: rt-users@lists.bestpractical.com Message-ID: 20091206192539.gd4...@easter-eggs.com Content-Type: text/plain; charset=us-ascii On Sun, Dec 06, 2009 at 05:14:29PM -0100, David Lane wrote: I realise this will be slwww but i did it before with 3.6 and want to do it again Google is being very unkind to me today and the archives are not helping either I think my previous fix was ugly but I don't have access to the info - and the new search tool will change whats required too The wiki makes mention of various ways to include resolved tickets but is silent on the content search So to summarise I want the default behaviour to do Any content (fulltext) of any ticket of any status you have to modify the method QueryToSQL in lib/RT/Search/Googleish.pm for this. -- Message: 3 Date: Mon, 7 Dec 2009 11:37:09 +0530 From: Praveen C praveen.v...@hotmail.com Subject: [rt-users] Hyperlink in RT not working To: rt-users@lists.bestpractical.com Message-ID: blu104-w102e28a8c888a84038583190...@phx.gbl Content-Type: text/plain; charset=iso-8859-1 Hi, I am not able to add hyperlink using RT web interface. If I add a hyperlink using FCK editor, at the receiving end I am not able to see any hyperlinks. I am getting a plain text mail without any hyperlinks. I have installed RT 3.8 in Debian lenny Looking for your help Thanks in advance.. -Pravin- _ New Windows 7: Simplify what you do everyday. Find the right PC for you. http://windows.microsoft.com/shop -- next part -- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20091207/8a2961fa/attachment-0001.htm -- Message: 4 Date: Mon, 7 Dec 2009 07:41:01 +0100 From: L B bertig...@gmail.com Subject: [rt-users] Grant access to tickets to a group of people when created by one of them To: rt-users
[rt-users] missing peoples problem
Shredder overzealously wiped some information a few months back when I was cleaning out spam, and I'm just now discovering a very odd problem. I have a ticket whose requestor was in an odd state. Search results and the ticket display page showed no requestor, but the people page listed the requestor correctly. I removed the requestor in the hopes that adding him back would fix things, but this requestor does not show up when I search for him by name, email or id. I tried creating another user to use as the requestor, but this user also does not show up when searching, althouh plenty of other valid matches do. I've since gone back, found the removed entries from Principals (Cached)GroupMembers to no avail. Any ideas what might be wrong and how to fix it? -- Cambridge Energy Alliance: Save money. Save the planet. ___ 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] missing peoples problem
Jerrad, I suspect that the ticket history for any tickets with these users as requestors will error out. This has happened to me before. I can show you how to fix it, but I will need some info. First, get the UserID for each of these missing Requestors. Once we have those, we will have to run a series of SQL commands to find out just who is missing and what tickets are affected, including closed tickets. I hope you are familiar with SQL. What Database are you using? We're on Oracle, but the sequence of events should still be the same. Kenn LBNL On 12/8/2009 1:34 PM, Jerrad Pierce wrote: Shredder overzealously wiped some information a few months back when I was cleaning out spam, and I'm just now discovering a very odd problem. I have a ticket whose requestor was in an odd state. Search results and the ticket display page showed no requestor, but the people page listed the requestor correctly. I removed the requestor in the hopes that adding him back would fix things, but this requestor does not show up when I search for him by name, email or id. I tried creating another user to use as the requestor, but this user also does not show up when searching, althouh plenty of other valid matches do. I've since gone back, found the removed entries from Principals (Cached)GroupMembers to no avail. Any ideas what might be wrong and how to fix it? ___ 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] More About Permissions
Jason, Have you considered creating a Ticket Custom Field that is updated with the phone number when the ticket is created? That way, a User can be given the SeeCustomField right as part of the Privileged group and they won't be able to change tickets or anything. Kenn LBNL On 12/8/2009 2:00 PM, Jason Ledford wrote: I am trying to configure a new RT install and trying to find all the info I can, this part is eluding me though. I want me privledged users to be able to open a ticket, and click the more about username link so they can get info like phone numbers and such. It seems like the only way I can enable those permissions is to enable global rights for AdminUsers and ShowConfigTab. I don't really want all these users to be able to modify users and I don't want them to see the config tab. What I am I missing for enabling these permissions, or is there another way to get what I want, maybe create a local version of the /ticket/display.html page that removes that restriction? Thanks for your help ___ 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 ___ 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] missing peoples problem
I suspect that the ticket history for any tickets with these users as requestors will error out. This has happened to me before. I can show you how to fix it, but I will need some info. Nope, we actually have several tickets in that state, where part way through the display of transaction history RT croaks. This ticket displays fine, though it (now) has no requestor, and I cannot find the requestor via the search form on the modify people page, nor the admin user search form. However the original requesting user exists, and can be loaded in the modify user page if the correct id is specified in the URL, or via Shredder's search results. First, get the UserID for each of these missing Requestors. Once we have those, we will have to run a series of SQL commands to find out just who is missing and what tickets are affected, including closed tickets. I hope you are familiar with SQL. What Database are you using? We're on Oracle, but the sequence of events should still be the same. It might be worth posting this Shredder recovery as a how-to to the wiki. Additional details: mysqlcheck reports no errors, and there is nothing of consequence in the logs. We recently upgraded from 3.8.1 to 3.8.6, and I did perform the database upgrades. I'm not sure if the problem existed before the switch, but it seems doubtful given the frequency of the activity (spreadsheet dumping) that lead me to uncover this. None of our local customizations seem likely candidates to be interfering with this, especially on such a limited basis: local/lib/RT/Transaction_Local.pm -- recognize VCF is text local/lib/RT/CustomFields_Local.pm -- simplified code, switch sort order local/lib/RT/Interface/Email/Filter/SpamAssassin.pm local/lib/RT/Interface/Email_Local.pm -- tag parser with Q in ticket ID local/lib/RT/Interface/Web_Local.pm -- long life cookies local/lib/RT/Shredder/Plugin/Users.pm -- search on other fields: real, name local/lib/RT/Shredder/Plugin/Attachments.pm -- minimum file size ___ 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] More About Permissions
On Tue, Dec 08, 2009 at 05:00:34PM -0500, Jason Ledford wrote: I am trying to configure a new RT install and trying to find all the info I can, this part is eluding me though. I want me privledged users to be able to open a ticket, and click the more about username link so they can get info like phone numbers and such. It seems like the only way I can enable those permissions is to enable global rights for AdminUsers and ShowConfigTab. I don't really want all these users to be able to modify users and I don't want them to see the config tab. What I am I missing for enabling these permissions, or is there another way to get what I want, maybe create a local version of the /ticket/display.html page that removes that restriction? You can use the AboutThisUser callback on ShowRequestor to print extra user information. -kevin pgpGmRYNhryGv.pgp Description: PGP signature ___ 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
[rt-users] User could not be created: Could not set user info
I am sharing an issue I encountered with RT (3.8.4), for which there were no documented solutions, or the recommended solutions were not applicable . Hoping this will save others some time frustration. Details: === Using RT's UI, I was no longer able to create a user at all. Additionally, individuals without an RT user account were not able to send an email to a Queue (emails were getting bounced back). Even though all privileges were set properly for 'Everyone', and 'Privileged' users. Note that at the same time, all existing users were able to use RT without any issues (through both the UI mail gateway) At the UI level, I was getting the following message: User could not be created: Could not set user info ..and if anyone (with no RT account) was attempting to send an email to RT, the following were getting logged: /var/log/system.log file: --- Dec 7 09:03:55 my_server RT[99170]: User creation failed in mailgateway: Could not set user info (../lib/RT/Interface/Email.pm:244) Dec 7 09:03:55 my_server RT[99170]: Couldn't load user 'u...@example.com '.giving up (../lib/RT/Interface/Email.pm:805) Dec 7 09:03:55 my_server RT[99170]: User 'u...@example.com' could not be loaded in the mail gateway (../lib/RT/Interface/Email.pm:244) Dec 7 09:03:55 my_server RT[99170]: RT could not load a valid user, and RT's configuration does not allow\nfor the creation of a new user for this email (u...@example.com).\n\nYou might need to grant 'Everyone' the right 'CreateTicket' for the\nqueue MY_QUEUE. (../lib/ RT/Interface/Email.pm:244) Dec 7 09:03:55 my_server RT[99170]: RT could not load a valid user, and RT's configuration does not allow\nfor the creation of a new user for your email. (../lib/RT/Interface/Email.pm:244) Apache's error_log: --- SHELL$ tail -f error_log [Mon Dec 7 17:03:55 2009] [warning]: Couldn't load user 'u...@example.com '.giving up (../lib/RT/Interface/Email.pm:805) [Mon Dec 7 17:03:55 2009] [crit]: User 'u...@example.com' could not be loaded in the mail gateway (../lib/RT/Interface/Email.pm:244) [Mon Dec 7 17:03:55 2009] [error]: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (u...@example.com). You might need to grant 'Everyone' the right 'CreateTicket' for the queue MY_QUEUE. (../lib/RT/Interface/Email.pm:244) [Mon Dec 7 17:03:55 2009] [error]: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. (../lib/RT/Interface/ Email.pm:244) [Mon Dec 7 17:03:55 2009] [error]: Could not record email: Could not load a valid user (/path/to/your_RT/share/html/REST/1.0/NoAuth/mail- gateway:75) Dec 7 09:03:55 my_server RT[99170]: Could not record email: Could not load a valid user (/path/to/your_RT/share/html/REST/1.0/NoAuth/mail- gateway:75) Solution: == Looking at the RT_SiteConfig file, I realized I had added extension RT::Authen::ExternalAuth to the plugins, and due to project interruptions had not finished finalizing my Apache's setup for LDAP. #Set(@Plugins,(qw(RT::FM RT::IR RT::Authen::ExternalAuth))); Set(@Plugins,(qw(RT::FM RT::IR))); Removal of this extension resolved the issue. -Behzad___ 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] User could not be created: Could not set user info
On Tue, Dec 08, 2009 at 02:35:54PM -0800, Behzad Mahini wrote: I am sharing an issue I encountered with RT (3.8.4), for which there were no documented solutions, or the recommended solutions were not applicable . Hoping this will save others some time frustration. You missed the AutoCreateNonExternalUsers option that RT::Authen::ExternalAuth provides. -kevin Details: === Using RT's UI, I was no longer able to create a user at all. Additionally, individuals without an RT user account were not able to send an email to a Queue (emails were getting bounced back). Even though all privileges were set properly for 'Everyone', and 'Privileged' users. Note that at the same time, all existing users were able to use RT without any issues (through both the UI mail gateway) At the UI level, I was getting the following message: User could not be created: Could not set user info ..and if anyone (with no RT account) was attempting to send an email to RT, the following were getting logged: /var/log/system.log file: --- Dec 7 09:03:55 my_server RT[99170]: User creation failed in mailgateway: Could not set user info (../lib/RT/Interface/Email.pm:244) Dec 7 09:03:55 my_server RT[99170]: Couldn't load user 'u...@example.com'.giving up (../lib/RT/Interface/Email.pm:805) Dec 7 09:03:55 my_server RT[99170]: User 'u...@example.com' could not be loaded in the mail gateway (../lib/RT/Interface/Email.pm:244) Dec 7 09:03:55 my_server RT[99170]: RT could not load a valid user, and RT's configuration does not allow\nfor the creation of a new user for this email (u...@example.com).\n\nYou might need to grant 'Everyone' the right 'CreateTicket' for the\nqueue MY_QUEUE. (../lib/RT/Interface/Email.pm:244) Dec 7 09:03:55 my_server RT[99170]: RT could not load a valid user, and RT's configuration does not allow\nfor the creation of a new user for your email. (../lib/RT/Interface/Email.pm:244) Apache's error_log: --- SHELL$ tail -f error_log [Mon Dec 7 17:03:55 2009] [warning]: Couldn't load user 'u...@example.com'.giving up (../lib/RT/Interface/Email.pm:805) [Mon Dec 7 17:03:55 2009] [crit]: User 'u...@example.com' could not be loaded in the mail gateway (../lib/RT/Interface/Email.pm:244) [Mon Dec 7 17:03:55 2009] [error]: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (u...@example.com). You might need to grant 'Everyone' the right 'CreateTicket' for the queue MY_QUEUE. (../lib/RT/Interface/Email.pm:244) [Mon Dec 7 17:03:55 2009] [error]: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. (../lib/RT/Interface/ Email.pm:244) [Mon Dec 7 17:03:55 2009] [error]: Could not record email: Could not load a valid user (/path/to/your_RT/share/html/REST/1.0/NoAuth/mail-gateway:75) Dec 7 09:03:55 my_server RT[99170]: Could not record email: Could not load a valid user (/path/to/your_RT/share/html/REST/1.0/NoAuth/mail-gateway:75) Solution: == Looking at the RT_SiteConfig file, I realized I had added extension RT::Authen::ExternalAuth to the plugins, and due to project interruptions had not finished finalizing my Apache's setup for LDAP. #Set(@Plugins,(qw(RT::FM RT::IR RT::Authen::ExternalAuth))); Set(@Plugins,(qw(RT::FM RT::IR))); Removal of this extension resolved the issue. -Behzad pgpK5TWgEu7VZ.pgp Description: PGP signature ___ 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] Auto-creating a 'dependant' ticket On Transaction
Gabriele,
It works perfectly! Thanks! That's just what I needed!
Do you have any idea how to refer to a Custom Field within the newly created
ticket? Ex:
$new_tkt-Create(
Queue = Data Analysis,
Subject = $tkt-Subject,
Status = 'new',
CUSTOM FIELD = VALUE, == (what's the proper syntax here for setting
the new ticket's cf value?)
Requestor = $requestors,
DependedOnBy = $tkt-Id);
Thanks again!
Jonathan
Franzini, Gabriele [Nervianoms] wrote:
Hi Jonathan, maybe the problem is this one below:
[...]
Requestor = $requestors,
DependedOnBy = $tkt-Id) ; == SEMICOLON MISSING (my fault in the
first message!)
return 1;
Regards,
Gabriele
From: Jonathan Rummel jrum...@imapp.com
Subject: Re: [rt-users] Auto-creating a 'dependant' ticket On
Transaction
To: rt-users@lists.bestpractical.com
Message-ID: 26618452.p...@talk.nabble.com
Content-Type: text/plain; charset=UTF-8
Thank you all so much! This is definitely getting me closer to what I
want.
Is there any way you could help dumb-it-down a little more for my
benefit please? And to clarify a little, I don't want this to happen On
Create, only when my CF Progress is changed to Send in a ticket that
already exists. Is the following correct (or close)? If not, could you
please make
corrections?:
CONDITION: User Defined
ACTION: User Defined
TEMPLATE: Global Template: Blank
STAGE: TransactionCreate
CUSTOM CONDITION:
if ($self-TicketObj-FirstCustomFieldValue('Progress') eq 'Send') {
return 1;
}
return 0;
CUSTOM ACTION PREPARATION CODE:
return 1;
CUSTOM ACTION CLEANUP CODE: (this is where I think I'm messing up)
my $trans = $self-TransactionObj;
my $tkt = $self-TicketObj;
my $requestors = [ $tkt-Requestors-MemberEmailAddresses];
my $new_tkt = RT::Ticket-new($RT::SystemUser); my ($id, $msg) =
$new_tkt-Create(
Queue = Data Analysis,
Subject = $tkt-Subject,
Status = 'new',
Requestor = $requestors,
DependedOnBy = $tkt-Id)
return 1;
I know that the Custom Condition works, but the Action doesn't seem to
be working. Any help would greatly be appreciated. Thanks again!
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Re: [rt-users] missing peoples problem
Jerrad,
It looks to me as though the actual User record is missing from the USER
Table. The reason the history croaks is because RT is walking thru the
ticket history and there is a reference to a UserID that no longer
exists. You need to look at the Transaction history to determine what is
missing. This is what I have been doing:
1) Find all transactions for a ticket that might refer to a User. I use
this SQL:
Select *
from TRANSACTIONS
where OBJECTTYPE = 'RT::Ticket'
and Type in ('AddWatcher', 'DelWatcher', 'Force', 'Give', 'Steal',
'Take', 'Untake');
Select *
from TRANSACTIONS
where OBJECTTYPE = 'RT::Ticket'
and CREATOR in (61876);
This will allow you to determine the UserID that is missing. Then I look
for all instances for that User:
Select *
from TRANSACTIONS
where OBJECTTYPE = 'RT::Ticket'
and Type in ('AddWatcher', 'DelWatcher', 'Force', 'Give', 'Steal',
'Take', 'Untake')
and NewValue in ('61876'); I also use this with NewValue as well.
Once you do this for all missing Users, you will have a list of who is
missing.
2) Next, I check all the various Tables that could have references to
the missing UserID:
Select *
from GROUPMEMBERS
where MEMBERID in (61876);
Select *
from ACL
Where ObjectType = 'RT::Queue'
and PRINCIPALID in (61876);
select *
from CACHEDGROUPMEMBERS
where MEMBERID in (61876, 61877);
Select *
from ATTRIBUTES
where CREATOR in (61876)
or OBJECTID in (61876);
Select *
from TICKETS
where OWNER in (61876)
or CREATOR in (61876)
or LASTUPDATEDBY in (61876);
Select *
from ATTACHMENTS
where CREATOR in (161876);
For referencing purposes, I also look for every ticket where that User
was used:
Select *
from GROUPS
where INSTANCE = 61876;
This last SQL will give an Id number based on the type of group/role.
There will be a Group record for each instance of use per ticket. If
that User is a Requestor and an owner, there will be 2 records one with
type = Requestor and one with type = owner.. Each will point to the
ticket with that particular relationship. The Domain field will describe
the relationship ie. RT::Ticket-Role.
Anyway, I think you get the jist of this. Once you do this for each and
every missing User, you will be able to /manually modify/ these records
using SQL. This is how:
1. Create a new user that will be, in fact, a replacement for the
missing one.
2. Once you have created the new user, you will have a new UserID
that corresponds to this new User.
3. That new UserID is what you put into all those table records that
are using the OLD UserID.
This has to be done manually because the old UserID is missing. So, you
have to replace all the references to that OLD ID with the NEW ID. Does
that make sense?
Kenn
LBNL
On 12/8/2009 2:22 PM, Jerrad Pierce wrote:
I suspect that the ticket history for any tickets with these users as
requestors will error out. This has happened to me before. I can show you
how to fix it, but I will need some info.
Nope, we actually have several tickets in that state, where part way through
the display of transaction history RT croaks. This ticket displays fine, though
it (now) has no requestor, and I cannot find the requestor via the search
form on the modify people page, nor the admin user search form. However the
original requesting user exists, and can be loaded in the modify user page if
the correct id is specified in the URL, or via Shredder's search results.
First, get the UserID for each of these missing Requestors. Once we have
those, we will have to run a series of SQL commands to find out just who is
missing and what tickets are affected, including closed tickets. I hope you
are familiar with SQL. What Database are you using? We're on Oracle,
but the sequence of events should still be the same.
It might be worth posting this Shredder recovery as a how-to to the wiki.
Additional details: mysqlcheck reports no errors, and there is nothing of
consequence in the logs. We recently upgraded from 3.8.1 to 3.8.6, and
I did perform the database upgrades. I'm not sure if the problem existed
before the switch, but it seems doubtful given the frequency of the activity
(spreadsheet dumping) that lead me to uncover this.
None of our local customizations seem likely candidates to be interfering
with this, especially on such a limited basis:
local/lib/RT/Transaction_Local.pm -- recognize VCF is text
local/lib/RT/CustomFields_Local.pm -- simplified code, switch sort order
local/lib/RT/Interface/Email/Filter/SpamAssassin.pm
local/lib/RT/Interface/Email_Local.pm -- tag parser with Q in ticket ID
local/lib/RT/Interface/Web_Local.pm -- long life cookies
local/lib/RT/Shredder/Plugin/Users.pm -- search on other fields: real, name
local/lib/RT/Shredder/Plugin/Attachments.pm -- minimum file size
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[rt-users] On Correspond Action mandatory CF
Hi list, I need that a supervisor can validate every correspondence between ticket owner and requestor. Can I block an outgoing email if a CF has no value assigned? Is there a better way to do that validation? Can I modificate Approvals behavior to do that? Thanks in advance. Andres. ___ 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] More About Permissions
I see some references to the AboutThisUser callback in the mailing list, I can't find it on my system though. I installed RT 3.8.6 through apt in debian. This looks like the best way to do what I want, I just need nudged in the right direction. Thanks again for the help. ___ From: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone [falc...@bestpractical.com] Sent: Tuesday, December 08, 2009 5:32 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] More About Permissions On Tue, Dec 08, 2009 at 05:00:34PM -0500, Jason Ledford wrote: I am trying to configure a new RT install and trying to find all the info I can, this part is eluding me though. I want me privledged users to be able to open a ticket, and click the more about username link so they can get info like phone numbers and such. It seems like the only way I can enable those permissions is to enable global rights for AdminUsers and ShowConfigTab. I don't really want all these users to be able to modify users and I don't want them to see the config tab. What I am I missing for enabling these permissions, or is there another way to get what I want, maybe create a local version of the /ticket/display.html page that removes that restriction? You can use the AboutThisUser callback on ShowRequestor to print extra user information. -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
Re: [rt-users] Spell Checker -( Update ) Error
Hi You should convert spellchecker.pl to unix compatible. You can use this command to test file type file spellchecker.pl You can use `dos2unix` utility to convert this file unix. Refer man page for more about dos2unix command Then place this file in to your cgi-bin directory. In debian it will be in /usr/lib/cgi-bin/. Check your apache configuration to find cgi-bin directory -Pravin- From: c_apo...@qualcomm.com To: praveen.v...@hotmail.com; rt-us...@bestpractical.com Date: Mon, 7 Dec 2009 23:32:39 -0800 Subject: RE: [rt-users] Spell Checker -( Update ) Error Hello, I played around and was able to make all the modifications shown below. But now I see the problem as shown in the screen shot. Instead of the perl script rendering the html it just throws the raw code. One thing to note is I have given 777 permissions to the spellchecker.pl but it does not work as expected. Please help! Regards, -Ashish From: Praveen Velu [praveen.v...@hotmail.com] Sent: Saturday, November 28, 2009 12:38 PM To: Potla, Ashish Bassaliel; rt-us...@bestpractical.com Subject: RE: [rt-users] Spell Checker Dear Ashish I have enabled spell checker in my server. you can follow the same steps 1. covert spellchecker.pl file to unix compatible then copy the file to Apache CGI directory 2. Configure fckconfig.js file to use spellerpages as spell checker in FCK Editor FCKConfig.SpellChecker = 'SpellerPages'; FCKConfig.SpellerPagesServerScript = '/cgi-bin/spellchecker.pl' ; // Available extension: .php .cfm .pl FCKConfig.FirefoxSpellChecker = true ; 3. Update spellchecker.pl as below my $spellercss = '/rt/NoAuth/RichText/FCKeditor/editor/dialog/fck_spellerpages/spellerpages/spellerStyle.css';my $wordWindowSrc = '/rt/NoAuth/RichText/FCKeditor/editor/dialog/fck_spellerpages/spellerpages/wordWindow.js';my $aspell_cmd = '/usr/bin/aspell'; Please try this now... -Praveen- From: c_apo...@qualcomm.com To: rt-us...@bestpractical.com Date: Wed, 25 Nov 2009 02:34:13 -0800 Subject: [rt-users] Spell Checker Hello, How does one enable RT Spell checker in RT 3.8.2? Thank you in advance, -Ashish Windows 7: Find the right PC for you. Learn more. _ New Windows 7: Simplify what you do everyday. Find the right PC for you. http://windows.microsoft.com/shop___ 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
