Re: [rt-users] HTTP and HTTPS on same RT server?
--- Danie Marais [EMAIL PROTECTED] wrote: Matt, Maybe I am daft, but the SSL cert sites I looked at listed it at $399 per year. Where can you get $20 certs? -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Matt Westfall Sent: 26 February 2008 03:56 PM To: Lutz Jaenicke Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] HTTP and HTTPS on same RT server? -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Umm, SSL Certs are $20 a year, lol You can generate your own SSL certs for free. The only reason you'd want to buy them from Thawt ($150 ish), or super gold plated Ferrari certificates from VeriSign ($900) is if you don't want browsers to complain due to an unknown Certificate Authority. If your RT systems aren't going to be on the Internet and/or you don't care about the warnings, you can generate your own certificates using openssl, and set them to expire in 50 years. Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ ___ 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] permanently squelching a user
--- On Fri, 5/23/08, Kimberly McKinnis [EMAIL PROTECTED] wrote: So here's my setup: I have an 'alert' email for tickets, and a 'support' email for tickets. Alert cc's our cell phones (via /etc/aliases) and sets the ticket to a high priority (via a scrip based on to: email headers) . Support goes to the same queue but simply notifies the adminCCs via email. The problem is that since I'm using the script from the wiki to add ccs as watchers, the alert email keeps getting added to tickets as a cc, even though support owns them. This results in everyone's cell phones getting sms'd every time there is a reply to an alert ticket. Even after I remove alert from the ticket, users continue to reply to the initial email where alert was cc'd. I attempted to shove the alert email into @blacklist in SendEmail.pm, which seemed to work, but unrelated scrips are now failing. (Errors below.) I'm open to suggestions if I'm going about this completely wrong. I've written a multi purpose 'spam/text/sender/receiver filter' which sits between sendmail/postfix and RT. Basicially, it works like this: Instead of having an entry in /etc/aliases pointing to RT, the alias points to my script. The script analyzes the whole email and looks for certain text strings. If they exist (or don't exist, depending on the need), it opens a pipe to RT and passes the email along; if the conditions are met where it shouldn't go into RT, it's dropped. If you'd like a copy of my perl script, let me know. ___ 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] permanently squelching a user
--- On Fri, 5/23/08, Kimberly McKinnis [EMAIL PROTECTED] wrote:
Yes please! I'll drop it onto my RT testbed and see how
it incorporates
into the system. I originally thought there must be a
simpler way to do
this, but procmail wasn't working out either.
I've written a multi purpose
'spam/text/sender/receiver filter' which
sits between sendmail/postfix and RT. Basicially, it works
like this:
Instead of having an entry in /etc/aliases pointing to RT,
the alias
points to my script. The script analyzes the whole email
and looks for
certain text strings. If they exist (or don't exist,
depending on the
need), it opens a pipe to RT and passes the email along; if
the
conditions are met where it shouldn't go into RT,
it's dropped.
Here's my script:
-
#!/usr/bin/perl
# put the contents of the message into an array
@originalMessage=STDIN;
@[EMAIL PROTECTED];
# weed out the html tags
foreach $line (@scanThis) {
$line =~ s/\[^\]*\//g;
}
# get message into a string so we can search it
$messageString1=join( , @scanThis);
$messageString2=join( , @originalMessage);
$messageString = $messageString1 $messageString2;
# get all the bad content lines from datafile
open (BADLINES, /home/gman/scripts/badlines.txt);
@badlines=BADLINES;
close BADLINES;
# if the message contains bad content, exit
foreach $line (@badlines) {
chomp $line;
if ($messageString =~ m/$line/i) {
exit 0;
}
}
# we found nothing bad, so pass it through to RT
open (PIPE, |/opt/rt2/bin/rt-mailgate --queue customer_probs --action
correspond);
print PIPE @originalMessage;
close PIPE;
I'm still using RT2, and the line:
|/opt/rt2/bin/rt-mailgate --queue customer_probs --action correspond
is directly from /etc/aliases. I'm not sure how it is done in RT3, but I'm
sure it's similar.
The file:
/home/gman/scripts/badlines.txt
Should contain text strings which have content to cause the message to never
make it to RT. Each line should contain its own text to block.
You may need to escape certain characters, such as @ and *. Here's a
section of my badlines.txt:
[EMAIL PROTECTED]@
F\*R\*E\*E
health insurance rates
chat with singles
100% risk free
EXERC1SE
Each line of the badlines.txt should contain text you want to block.
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[rt-users] RT installation - theoretical installer
Would it be possible to have a totally canned RT, perhaps with its own perl with all the modules needed, and installed via some sort of web based installer? Consider the following scenario: I have a web/domain provider who handles my storage needs, such as godaddy.com. I have tons of web space, but no control over the perl modules. However, if everything were installed in my web space such that the canned RT cgi knew where to find its own perl, everything should work. I can create aliases to point to queues as well, via my web providers' control panel tools. A similar type of installer exists for a wonderful piece of free forums software called SMF ( http://www.simplemachines.org/ ). It has a couple initial manual steps: create a database on some mysql/postgress system, create a database user with admin rights on that database. That info is then entered that into a field of the web installer along with the location of the database, and hit GO. It builds everything, lets you configure everything via a web interface, etc. Perhaps I'm over simplifying the installation, so please feel free to point out the flaws. The idea just popped into my head as I was taking a walk, spacing off. ___ 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] fixdeps errors: DBD::SQLite and DBIx::SearchBuilder
I'm trying to install the latest/greatest RT (3.8.1) on a new slackware 12.2 system. The 'make fixdeps' will fail due to dependencies: DBIx::SearchBuilder = 1.54...MISSING I believe this might be due to a related missing requirement which shows up earlier before the final failure: DBD::SQLite I tried manually installing both, but the installation still fails. When trying to manually install DBD::SQLite, I see: MSERGEANT/DBD-SQLite-1.14.tar.gz /usr/bin/make test -- NOT OK Any help would be great. Thanks! ___ 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] fixdeps errors: DBD::SQLite and DBIx::SearchBuilder
--- On Tue, 12/30/08, Jesse Vincent je...@bestpractical.com wrote: From: Jesse Vincent je...@bestpractical.com Subject: Re: [rt-users] fixdeps errors: DBD::SQLite and DBIx::SearchBuilder To: Joseph Spenner joseph85...@yahoo.com Cc: rt-users@lists.bestpractical.com Date: Tuesday, December 30, 2008, 12:35 PM When trying to manually install DBD::SQLite, I see: MSERGEANT/DBD-SQLite-1.14.tar.gz /usr/bin/make test -- NOT OK Can you perhaps send the list the actual errors you got? Yes. Here is the total output: r...@tuxtrack:/space/rt-packages/rt-3.8.1# r...@tuxtrack:/space/rt-packages/rt-3.8.1# make fixdeps /usr/bin/perl ./sbin/rt-test-dependencies --verbose --install --with-mysql --with-fastcgi perl: =5.8.3(5.10.0)...found users: rt group (apache)...found bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (apache)...found web group (apache)...found CLI dependencies: Term::ReadKey...found Getopt::Long = 2.24...found HTTP::Request::Common...found Term::ReadLine...found Text::ParseWords...found LWP...found CORE dependencies: Class::ReturnValue = 0.40...found Text::Quoted = 2.02...found CSS::Squish = 0.06...found Encode = 2.13...found Module::Versions::Report = 1.05...found MIME::Entity = 5.425...found DBI = 1.37...found Locale::Maketext::Lexicon = 0.32...found Devel::StackTrace = 1.19...found Digest::base...found Time::ParseDate...found File::Temp = 0.18...found Locale::Maketext = 1.06...found Tree::Simple = 1.04...found Text::Template...found Scalar::Util...found HTML::Scrubber = 0.08...found File::Spec = 0.8...found Calendar::Simple...found DBIx::SearchBuilder = 1.54...MISSING Mail::Mailer = 1.57...found File::ShareDir...found Regexp::Common...found Digest::MD5 = 2.27...found HTML::Entities...found Cache::Simple::TimedExpiry...found File::Glob...found Locale::Maketext::Fuzzy...found Time::HiRes...found Text::Wrapper...found Log::Dispatch = 2.0...found UNIVERSAL::require...found Email::Address...found Install module DBIx::SearchBuilder Going to read /root/.cpan/Metadata Database was generated on Tue, 30 Dec 2008 16:26:51 GMT Running install for module 'DBIx::SearchBuilder' 'YAML' not installed, falling back to Data::Dumper and Storable to read prefs '/root/.cpan/prefs' Running make for J/JE/JESSE/DBIx-SearchBuilder-1.54.tar.gz CPAN: Digest::SHA loaded ok (v5.45) CPAN: Compress::Zlib loaded ok (v2.008) Checksum for /root/.cpan/sources/authors/id/J/JE/JESSE/DBIx-SearchBuilder-1.54.tar.gz ok DBIx-SearchBuilder-1.54/ DBIx-SearchBuilder-1.54/Changes DBIx-SearchBuilder-1.54/ex/ DBIx-SearchBuilder-1.54/ex/create_tables.pl DBIx-SearchBuilder-1.54/ex/Example/ DBIx-SearchBuilder-1.54/ex/Example/Model/ DBIx-SearchBuilder-1.54/ex/Example/Model/Address.pm DBIx-SearchBuilder-1.54/ex/Example/Model/Employee.pm DBIx-SearchBuilder-1.54/inc/ DBIx-SearchBuilder-1.54/inc/Module/ DBIx-SearchBuilder-1.54/inc/Module/AutoInstall.pm DBIx-SearchBuilder-1.54/inc/Module/Install/ DBIx-SearchBuilder-1.54/inc/Module/Install/AutoInstall.pm DBIx-SearchBuilder-1.54/inc/Module/Install/Base.pm DBIx-SearchBuilder-1.54/inc/Module/Install/Include.pm DBIx-SearchBuilder-1.54/inc/Module/Install/Makefile.pm DBIx-SearchBuilder-1.54/inc/Module/Install/Metadata.pm DBIx-SearchBuilder-1.54/inc/Module/Install.pm DBIx-SearchBuilder-1.54/Makefile.PL DBIx-SearchBuilder-1.54/MANIFEST DBIx-SearchBuilder-1.54/META.yml DBIx-SearchBuilder-1.54/README DBIx-SearchBuilder-1.54/ROADMAP DBIx-SearchBuilder-1.54/SearchBuilder/ DBIx-SearchBuilder-1.54/SearchBuilder/Handle/ DBIx-SearchBuilder-1.54/SearchBuilder/Handle/Informix.pm DBIx-SearchBuilder-1.54/SearchBuilder/Handle/mysql.pm DBIx-SearchBuilder-1.54/SearchBuilder/Handle/mysqlPP.pm DBIx-SearchBuilder-1.54/SearchBuilder/Handle/ODBC.pm DBIx-SearchBuilder-1.54/SearchBuilder/Handle/Oracle.pm DBIx-SearchBuilder-1.54/SearchBuilder/Handle/Pg.pm DBIx-SearchBuilder-1.54/SearchBuilder/Handle/SQLite.pm DBIx-SearchBuilder-1.54/SearchBuilder/Handle/Sybase.pm DBIx-SearchBuilder-1.54/SearchBuilder/Handle.pm DBIx-SearchBuilder-1.54/SearchBuilder/Record/ DBIx-SearchBuilder-1.54/SearchBuilder/Record/Cachable.pm DBIx-SearchBuilder-1.54/SearchBuilder/Record.pm DBIx-SearchBuilder-1.54/SearchBuilder/SchemaGenerator.pm DBIx-SearchBuilder-1.54/SearchBuilder/Union.pm DBIx-SearchBuilder-1.54/SearchBuilder/Unique.pm DBIx-SearchBuilder-1.54/SearchBuilder.pm DBIx-SearchBuilder-1.54/SIGNATURE DBIx-SearchBuilder-1.54/t/ DBIx-SearchBuilder-1.54/t/00.load.t DBIx-SearchBuilder-1.54/t/01basics.t DBIx-SearchBuilder-1.54/t/01nocap_api.t DBIx-SearchBuilder-1.54/t/01records.t DBIx-SearchBuilder-1.54/t/01searches.t DBIx-SearchBuilder-1.54/t
Re: [rt-users] fixdeps errors: DBD::SQLite and DBIx::SearchBuilder
Ruslan: Thanks for the tip. Forcing SQLite succeeded, and 'make fixdeps' took care of the rest. I think I'm almost there. My next/current problem is with FastCGI. My rt-test-dependencies indicate it should work. However, when I add these lines to my httpd.conf as described in the doc at http://wiki.bestpractical.com/view/FastCGIConfiguration: # Tell FastCGI to put its temporary files somewhere sane. FastCgiIpcDir /tmp # Number of processes is tunable, but you need at least 3 or 4 FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 4 I get errors when trying to start apache: Invalid command 'FastCgiIpcDir', perhaps misspelled or defined by a module not included in the server configuration I'm using the apache which came standard on my slackware 12.2 distribution. r...@tuxtrack:/space/rt-packages# httpd -V Server version: Apache/2.2.10 (Unix) Server built: Oct 22 2008 17:54:27 Server's Module Magic Number: 20051115:18 Server loaded: APR 1.3.3, APR-Util 1.3.4 Compiled using: APR 1.3.3, APR-Util 1.3.4 Architecture: 32-bit Server MPM: Prefork threaded: no forked: yes (variable process count) Server compiled with -D APACHE_MPM_DIR=server/mpm/prefork -D APR_HAS_SENDFILE -D APR_HAS_MMAP -D APR_HAVE_IPV6 (IPv4-mapped addresses enabled) -D APR_USE_SYSVSEM_SERIALIZE -D APR_USE_PTHREAD_SERIALIZE -D SINGLE_LISTEN_UNSERIALIZED_ACCEPT -D APR_HAS_OTHER_CHILD -D AP_HAVE_RELIABLE_PIPED_LOGS -D DYNAMIC_MODULE_LIMIT=128 -D HTTPD_ROOT=/usr -D SUEXEC_BIN=/usr/bin/suexec -D DEFAULT_PIDLOG=/var/run/httpd/httpd.pid -D DEFAULT_SCOREBOARD=logs/apache_runtime_status -D DEFAULT_LOCKFILE=/var/run/httpd/accept.lock -D DEFAULT_ERRORLOG=logs/error_log -D AP_TYPES_CONFIG_FILE=/etc/httpd/mime.types -D SERVER_CONFIG_FILE=/etc/httpd/httpd.conf r...@tuxtrack:/space/rt-packages# From what I can tell, the available modules in /usr/lib/httpd/modules/ do not include a mod_fastcgi.so (name?). I only see mod_cgi.so. I tried downloading and compiling the module from http://www.fastcgi.com/drupal/ which created a libfcgi.so. I copied that into /usr/lib/httpd/modules/ and made an entry in httpd.conf: LoadModule libfcgi lib/httpd/modules/libfcgi.so But it didn't like that at all: httpd: Syntax error on line 54 of /etc/httpd/httpd.conf: Can't locate API module structure `libfcgi' in file /usr/lib/httpd/modules/libfcgi.so: /usr/lib/httpd/modules/libfcgi.so: undefined symbol: libfcgi Perhaps I'm heading down the wrong path. Any help would be great. Thanks! --- On Wed, 12/31/08, Ruslan Zakirov ruslan.zaki...@gmail.com wrote: It's ok to force install DBD::SQLite, I saw this errors too. This module is required to test DBIx::SearchBuilder functionality only. ___ 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] fixdeps errors: DBD::SQLite and DBIx::SearchBuilder
--- On Wed, 12/31/08, Joseph Spenner joseph85...@yahoo.com wrote: From: Joseph Spenner joseph85...@yahoo.com Subject: Re: [rt-users] fixdeps errors: DBD::SQLite and DBIx::SearchBuilder To: rt-users@lists.bestpractical.com Date: Wednesday, December 31, 2008, 9:55 AM Ruslan: Thanks for the tip. Forcing SQLite succeeded, and 'make fixdeps' took care of the rest. I think I'm almost there. My next/current problem is with FastCGI. My rt-test-dependencies indicate it should work. However, when I add these lines to my httpd.conf as described in the doc at http://wiki.bestpractical.com/view/FastCGIConfiguration: # Tell FastCGI to put its temporary files somewhere sane. FastCgiIpcDir /tmp # Number of processes is tunable, but you need at least 3 or 4 FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 4 I get errors when trying to start apache: Invalid command 'FastCgiIpcDir', perhaps misspelled or defined by a module not included in the server configuration I'm using the apache which came standard on my slackware 12.2 distribution. I believe I have figured it out. I did the following: downloaded http://www.fastcgi.com/dist/mod_fastcgi-2.4.6.tar.gz compiled it: r...@tuxtrack:/space/rt-packages/mod_fastcgi-2.4.6# apxs -o mod_fastcgi.so -c *.c copied it to a place where apache will find it: r...@tuxtrack:/space/rt-packages/mod_fastcgi-2.4.6# cp .libs/mod_fastcgi.so /usr/lib/httpd/modules/mod_fastcgi.so Updated httpd.conf with the VirtualHost entry and FastCGI entries as described in the documentation, as well as added: LoadModule fastcgi_module lib/httpd/modules/mod_fastcgi.so Also had to add (to get rid of Permission Denied error): Directory /opt/rt3 Order allow,deny Allow from all /Directory Looks good so far. Thanks for listening! ___ 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] RT2.0.15 to RT3.8.1
I successfully migrated a RT 2.0.15 system to RT 3.8.1. Everything worked quite well, with only 2 small stumbling blocks: 1) The importer didn't like to import tickets/queues that were disabled. So, I re-enabled all the queues, did a new dump/import. All went well. 2) I had to modify how mysql started: --max_allowed_packet=128M as recommended at http://wiki.bestpractical.com/view/PgToMySQL to get rid of a 'max allowed packet' error I got. I have a question/issue with RT3.8.1 though. On the main menu, RT at a glance, everything looks great. However, the section titles: 10 highest priority tickets I own, 10 newest unowned tickets, and Bookmarked Tickets are hyperlinks which give an error when clicked. They appear to be trying to go to a 'localhost' address: http://localhost/Search/Results.html?Format=%27%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%2FTITLE%3A%23%27%2C%27%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%2FTITLE%3ASubject%27%2CPriority%2C%20QueueName%2C%20ExtendedStatusOrder=DESCOrderBy=PriorityQuery=%20Owner%20%3D%20%27__CurrentUser__%27%20AND%20(%20Status%20%3D%20%27new%27%20OR%20Status%20%3D%20%27open%27) http://localhost/Search/Results.html?Format=%27%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%2FTITLE%3A%23%27%2C%27%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%2FTITLE%3ASubject%27%2CQueueName%2C%20ExtendedStatus%2C%20CreatedRelative%2C%20%27%3CA%20HREF%3D%22%2FTicket%2FDisplay.html%3FAction%3DTake%26id%3D__id__%22%3ETake%3C%2Fa%3E%2FTITLE%3ANBSP%27Order=DESCOrderBy=CreatedQuery=%20Owner%20%3D%20%27Nobody%27%20AND%20(%20Status%20%3D%20%27new%27%20OR%20Status%20%3D%20%27open%27) http://localhost/Search/Results.html?Format=%27%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%2FTITLE%3A%23%27%2C%27%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%2FTITLE%3ASubject%27%2CPriority%2C%20QueueName%2C%20ExtendedStatus%2C%20BookmarkOrder=DESCOrderBy=LastUpdatedQuery=id%20%3D%20%27__Bookmarked__%27Rows=999 When the error is on the screen, if I replace 'localhost' with the system/ip and reload, the section comes up correctly. Where is it getting 'localhost' ? Thanks! ___ 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] RT2.0.15 to RT3.8.1
--- On Tue, 1/6/09, Duane Hill d.h...@yournetplus.com wrote: From: Duane Hill d.h...@yournetplus.com Subject: Re: [rt-users] RT2.0.15 to RT3.8.1 To: rt-users@lists.bestpractical.com Date: Tuesday, January 6, 2009, 11:06 AM On Tue, 6 Jan 2009, Joseph Spenner wrote: Where is it getting 'localhost' ? The following parameter controls what is used in the URL: Set($WebDomain, 'localhost'); Add to RT_SiteConfig.pm and change localhost to the IP or hostname. ___ That was it. Thanks! Curious how all the other links seemed to know where to go... ___ 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] RT2.0.15 to RT3.8.1
--- On Tue, 1/6/09, Joseph Spenner joseph85...@yahoo.com wrote: From: Joseph Spenner joseph85...@yahoo.com Subject: [rt-users] RT2.0.15 to RT3.8.1 To: rt-users@lists.bestpractical.com Date: Tuesday, January 6, 2009, 10:48 AM I successfully migrated a RT 2.0.15 system to RT 3.8.1. Everything worked quite well, with only 2 small stumbling blocks: 1) The importer didn't like to import tickets/queues that were disabled. So, I re-enabled all the queues, did a new dump/import. All went well. 2) I had to modify how mysql started: --max_allowed_packet=128M as recommended at http://wiki.bestpractical.com/view/PgToMySQL to get rid of a 'max allowed packet' error I got. What is the recommended max_allowed_packet size for RT3? Is there a performance hit making it too big, as I set above? The default value (16M) would cause a failure during the import, but I'm not sure how it would behave now that the import is finished. I don't want it to crash later though. ___ 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] RT2.0.15 to RT3.8.1
--- On Tue, 1/6/09, Joseph Spenner joseph85...@yahoo.com wrote: --max_allowed_packet=128M as recommended at http://wiki.bestpractical.com/view/PgToMySQL to get rid of a 'max allowed packet' error I got. What is the recommended max_allowed_packet size for RT3? Is there a performance hit making it too big, as I set above? The default value (16M) would cause a failure during the import, but I'm not sure how it would behave now that the import is finished. I don't want it to crash later though. I was also curious about more generic mysql settings. Does anyone have some /etc/my.conf recommendations? On my distro (slackware 12.2) there exists: /etc/my-huge.cnf /etc/my-large.cnf /etc/my-medium.cnf /etc/my-small.cnf My RT has about 13000 tickets, and isn't very busy. However, since my test upgrade the new RT3 is quite a bit slower in response time compared to my RT2. Ticket content loads slowly. I'm also configured with FastCGI. Should I expect this to be slower than mod_perl ? ___ 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] performance with mason_handler.fcgi
I recently posted regarding some performance issues after a migration from RT2.0.15 to RT3.8.1. I originally thought it might be a mysql issue, but I think it's apache and the Mason FCGI. The system will be practically 100% idle until I view a ticket. While the ticket is slowly coming up in the browser, the system goes to 0% idle, with the mason_handler.fcgi taking 3/4 of the CPU and memory, and mysql taking most of the rest. This is currently running on a VirtualBox with 512M memory. Is this not sufficient memory? Or is something else not tuned correctly? Any ideas would be great. Both standard with Slackware 12.2: Apache = 2.2.10 mysql = 5.0.67 Thanks! ___ 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] Searches in RT 3.8.1 using AND plus OR
I have a queue called Widgets with 2 keywords selectors:
Resolution Type
Widget Type
I'd like to perform a search in Query Builder (advanced), such that I can
search for a specific Resolution Type , but with an OR operator so it will
turn up 2 different possible widgets. I'm not sure if I can use parenthesis,
so I suspect I need to repeat the whole search with an OR between the 2, such
as:
Queue = 'Widgets' AND Status = 'resolved' AND 'CF.{Resolution Method}' LIKE
'On-site/Contractor' AND 'CF.{Widget Type}' LIKE 'gonkulator' OR Queue =
'Widgets' AND Status = 'resolved' AND 'CF.{Resolution Method}' LIKE
'On-site/Contractor' AND 'CF.{Widget Type}' LIKE 'doodad'
When I try to apply this in the Advanced, it never shows up in the Current
Search on the next screen.
I tried using the tool to add my criteria 1 by one, but it seems to be either
all AND or all OR. I can't seem to mix and/or.
Is there any way to do the search I want?
Thanks!
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[rt-users] SearchBuilder permissions
I've recently migrated from RT2.0.15 to RT3.8.1. I have a queue with certain keywords defined. In RT2, if I wanted to search a queue with those keywords as a criteria, I would first add the queue to the search criteria. Upon applying that, and the screen refreshed, the keywords would be displayed as additional options to modify the search. In RT3, the above process is the same but the keywords criteria for search only show up when I'm logged in as root, or a specific user who has the following permissions for that queue: AdminQueue CommentOnTicket CreateTicket DeleteTicket ModifyQueueWatchers ModifyTicket OwnTicket ReplyToTicket SeeQueue ShowTicket ShowTicketComments WatchAsAdminCc Which of those permissions is responsible for him being able to search using the keywords? I didn't realize there would be a permissions restriction possibility for searching with the defined keywords. Thanks! ___ 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] SearchBuilder permissions
--- On Fri, 1/16/09, Stephen Turner stur...@mit.edu wrote: From: Stephen Turner stur...@mit.edu Subject: Re: [rt-users] SearchBuilder permissions To: Joseph Spenner joseph85...@yahoo.com, RT-Users@lists.bestpractical.com Date: Friday, January 16, 2009, 10:24 AM On Thu, 15 Jan 2009 17:55:57 -0500, Joseph Spenner joseph85...@yahoo.com wrote: I've recently migrated from RT2.0.15 to RT3.8.1. I have a queue with certain keywords defined. In RT2, if I wanted to search a queue with those keywords as a criteria, I would first add the queue to the search criteria. Upon applying that, and the screen refreshed, the keywords would be displayed as additional options to modify the search. In RT3, the above process is the same but the keywords criteria for search only show up when I'm logged in as root, or a specific user who has the following permissions for that queue: Which of those permissions is responsible for him being able to search using the keywords? I didn't realize there would be a permissions restriction possibility for searching with the defined keywords. Thanks! By keywords do you mean custom fields? If so, custom fields have their own permissions separate from queue permissions. Yes, custom fields. I'm still RT2 old school. Sorry. I found the permissions section of the custom fields. Why do custom fields have permissions? I'll need to figure out how my RT2 keywords (now custom fields) imported into RT3 and adjust the permissions. Thanks for the tip! ___ 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] Another question about importing RT2 to RT3
I've been having pretty good success with my import, but am curious about the 'incremental' update. In the README, it states: === rt-2.0-to-dumpfile NEWDIRNAME since 2003-01-01 (replace that date with the date before the initial export) Then execute: dumpfile-to-rt-3.0 NEWDIRNAME === What if there is overlap? Is it best to go with a little overlap, to make sure you don't miss anything? (ie: if the original dump wasn't done on exactly 00:00:00 of a particular day, there would either be overlap or a gap, wouldn't there?) ___ 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] cleaning the slate on RT3
Is there a way to blast the rt3 mysql database such that it will be just like a fresh new unpopulated rt3? I know I could dropdb, but that would blow away all the table structure, etc. Thanks! ___ 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] Slow RT 3.8.2 GUI through SPARC/Solaris Firefox 3?
--- On Thu, 1/22/09, Kim Flowers (Mr.) kflow...@latticesemi.com wrote:
From: Kim Flowers (Mr.) kflow...@latticesemi.com
Subject: [rt-users] Slow RT 3.8.2 GUI through SPARC/Solaris Firefox 3?
To: rt-users@lists.bestpractical.com
Date: Thursday, January 22, 2009, 1:55 PM
Has anyone else had performance issues using the RT (3.8.2)
GUI through the Firefox 3.x browser running on
SPARC/Solaris?
Yes, actually. I've seen the same thing. Firefox3 seems to have some issues
with various types of pages, particularly pages with background images. There
are a few threads on the firefox forums about this, with no good resolution
other than running a little 'pre-surfing' script:
javascript:(function(){var%20e=document.getElementsByTagName('body')[0].setAttribute('style','background-image:none;');})()
This might help, even though it's a pain to do every time. The odd thing about
the problem is that it's not very predictable. Some people on beefy systems
have the problem, but other people on sub-optimal systems have no problems.
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[rt-users] Email body makes it to RT, but RT sends blank messages to watchers
I'm using 2.0.15. Before throwing me under the truck, please read since I suspect this doesn't have anything to do with the old version of RT. :) Recently, I often experience a situation with certain people when they email RT to create a ticket. The body of the message appears in the ticket viewable via the web interface, but the body doesn't make it to the watchers (the queue is set up to email the watchers on creation, including the body). The watchers get a blank/empty email message. This doesn't always happen. It appears to happen when the user forwards a message to the queue or has an attachment. The users are using Outlook. I suspect there is a certain email/html/mime tag in the message causing the problem. If I know what this is, I can write an interceptor/filter script to clean it up before piping it into RT. If anyone knows what might be causing this (ie: which tag/type/mime/), I'd appreciate the help. Thanks! ___ 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] RT3 vs. Default Apache Page
My RT3 works great, but I have an apache config question regarding the default page. I often want to connect into my RT via SSH. I do this by building an ssh port forward-- something like: ssh -l joseph -L 10080:10.4.5.6:80 ip.of.external.system Then if I http://127.0.0.1:10080 I would like to access RT. However, upon doing so, I get the default apache page. My apache config has: === VirtualHost 10.4.5.6 ServerName 10.4.5.6 DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl Location / SetHandler perl-script PerlHandler RT::Mason /Location /VirtualHost === I believe the problem is due to the ServerName 10.4.5.6. For testing, if I make it this: ServerName 127.0.0.1:10080 RT is accessible through the port forward. But this config will break it for the internal people. This web server doesn't need to serve any other content. Can I simply remove the VirtualHost tags and modify the config such that no matter how this web server is reached it will serve RT? Thanks! If life gives you lemons, keep them-- because hey.. free lemons. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] New install of RT3.8.8 - 64bit?
I'm about to build a new RT3, latest greatest 3.8.8. My plan is to use CentOS 5.4. Is there any advantage (disadvantage?) to using 64bit OS? I can use 32bit or 64bit, but want to use whatever would be best and/or least problematic. Thanks! If life gives you lemons, keep them-- because hey.. free lemons. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RTAddressRegexp - not clear to me
Upon nearly completing my RT installation, and running: # make initialize-database I got the message: == [Tue Jul 27 17:12:29 2010] [error]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check whether each address belongs to RT or not. It is especially important to set this option if RT recieves emails on addresses that are not in the database or config. (/home/packages/rt-3.8.8/sbin/../lib/RT/Config.pm:343) Now inserting data Done inserting data Done. == If I have 3 queues, ie: support-h...@bob.domain.com sales-h...@bob.domain.com it-reque...@bob.domain.com Do I need to list all those addresses (and any future addresses) in that RTAddressRegexp option ? Or is this only if I have something at (ie:) h...@jack.somewhere.com forwarding to my RT system in which case I'd want to add: h...@jack.somewhere.com to the RTAddressRegexp option ? Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RTAddressRegexp - not clear to me
--- On Tue, 7/27/10, Mike Johnson mike.john...@nosm.ca wrote: You need to include both, the queue email addresses, AND anything that forwards email to RT. That setting prevents RT from sending emails that will loop infinitely in your system. For example. RT is setup with the basic autoreply, and reply on correspondence etc. RT has 2 queues, supp...@here.com goes to general, and i...@here.com goes to IT queue. If i...@here.com emails supp...@here.com the general queue will autoreply to i...@here.com which will create a ticket and autoreply to supp...@here.com which will create a ticket and auto-reply to i...@here.com etc etc etc Big loop, never ending, blow up RT :P If you set the regular expression to supp...@here.com when RT emails out, it'll filter any emails going to supp...@here.com. This will ensure no loop happens. SO to recap, RTAddressRegexp has to be a regular expression that ALL email addresses that send stuff to RT will validate through. Hope this helps! Mike. On Tue, Jul 27, 2010 at 1:35 PM, Joseph Spenner joseph85...@yahoo.com wrote: Upon nearly completing my RT installation, and running: # make initialize-database I got the message: == [Tue Jul 27 17:12:29 2010] [error]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check whether each address belongs to RT or not. It is especially important to set this option if RT recieves emails on addresses that are not in the database or config. (/home/packages/rt-3.8.8/sbin/../lib/RT/Config.pm:343) Now inserting data Done inserting data Done. == If I have 3 queues, ie: support-h...@bob.domain.com sales-h...@bob.domain.com it-reque...@bob.domain.com Do I need to list all those addresses (and any future addresses) in that RTAddressRegexp option ? Or is this only if I have something at (ie:) h...@jack.somewhere.com forwarding to my RT system in which case I'd want to add: h...@jack.somewhere.com to the RTAddressRegexp option ? So this 'loop' should only occur if: 1) auto respond/reply is enabled for the queue defined in the scrips 2) somehow, an RT queue address (with auto reply enabled) somehow gets included into another queues ticket ? Is this potential something new? I've been using RT2 since about 2001 and never seen this happen. Or is it just a safeguard? Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RTAddressRegexp - not clear to me
If life gives you lemons, keep them-- because hey.. free lemons. --- On Tue, 7/27/10, Mike Johnson mike.john...@nosm.ca wrote: From: Mike Johnson mike.john...@nosm.ca Subject: Re: [rt-users] RTAddressRegexp - not clear to me To: Joseph Spenner joseph85...@yahoo.com Cc: rt-users@lists.bestpractical.com Date: Tuesday, July 27, 2010, 2:35 PM It's really a safeguard, because not everyone that uses your RT instance is smart enough to prevent loops from happening. And my example showed 2 queues... but you only need email address and a goofy user for a loop to happen that will cripple the system. I've had end-users reply to an email coming from Mike Johnson via RT(which the Reply-To: on those emails is helpd...@nosm.ca) and cc helpd...@nosm.ca. If you use the ParseNewMessageForTicketCcs, the above can become quite troublesome without RTAddressRegexp, as it would append helpd...@nosm.ca as a Cc email address, which would then email out to helpd...@nosm.ca whenever you do correspondence that a Cc would see... Hope that helps! Mike. Why couldn't the application simply query the database to figure out what the queue email addresses are, and don't permit them to be a recipient? Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RTAddressRegexp - not clear to me
--- On Tue, 7/27/10, Mike Johnson mike.john...@nosm.ca wrote: From: Mike Johnson mike.john...@nosm.ca Subject: Re: [rt-users] RTAddressRegexp - not clear to me To: Joseph Spenner joseph85...@yahoo.com Cc: rt-users@lists.bestpractical.com Date: Tuesday, July 27, 2010, 11:56 AM You need to include both, the queue email addresses, AND anything that forwards email to RT. That setting prevents RT from sending emails that will loop infinitely in your system. For example. RT is setup with the basic autoreply, and reply on correspondence etc. RT has 2 queues, supp...@here.com goes to general, and i...@here.com goes to IT queue. If i...@here.com emails supp...@here.com the general queue will autoreply to i...@here.com which will create a ticket and autoreply to supp...@here.com which will create a ticket and auto-reply to i...@here.com etc etc etc Big loop, never ending, blow up RT :P If you set the regular expression to supp...@here.com when RT emails out, it'll filter any emails going to supp...@here.com. This will ensure no loop happens. SO to recap, RTAddressRegexp has to be a regular expression that ALL email addresses that send stuff to RT will validate through. Hope this helps! Mike. Mike: It makes sense, and I suspect my RT2 was vulnerable to this sort of thing. But I've run it since 2001 and never had this happen. But I can see how it could. I would imagine people with evil out of office responders would/could create tickets as well, but I think most mail servers (even Exchange) is smart enough to only send 1 out of office message. So, what does RT do with the email/ticket if it matches? Does it get silently dropped? Also, I ~thought~ sendmail/postfix was smart enough to kill loops (or prevent them from starting) based on the information in the email header. Apparently not the case? If RT doesn't retain any of that information, sendmail/postfix might see it as a new message every time.. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Install on CentOS, best current instructions
--- On Fri, 8/6/10, Jerrad Pierce jpie...@cambridgeenergyalliance.org wrote: Precisely. RedHat is bad at not clobbering newer versions of modules (RPM has the ability to run prep scripts, which could check to see that the version being replaced is not newer than the package to be installed). You encounter this, and on Centos 4 I encounter File::Temp occasionally being downgraded to an incompatible version. I recently installed RT 3.8.8 on CentOS 5.4, 64bit. There were a few extra steps I had to do in order for the 'make fixdeps' to succeed: # yum install gd # yum install gd-devel Get the graphviz repo file. # cp graphviz-rhel.repo /etc/yum.repos.d/ # yum install graphviz There is also this, which is a bit overkill, but you can skip the Active Directory 2003 Exchange 2007 headache, and only do the RT part. :) http://wiki.bestpractical.com/view/CentOS5InstallPlusSome Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] replacing/eliminating undisclosed recipients
I'm using RT 3.8.8 with postfix 2.3.3, on CentOS 5.4 64bit. When RT sends email, the To: address is populated with 'undisclosed recipients'. It doesn't really cause a problem unless people do reply all, which will cause the 'undisclosed recipients' to appear in the To: field of the reply. I read about using the: Set($UseFriendlyToLine, 0); entry in RT_SiteConfig.pm, but didn't have much luck. If I set it to 1, I see errors in my maillog: Sep 16 22:09:54 foobox sendmail[2555]: o8GM9sbP002555: o8GM9sbQ002555: DSN: AdminCc of foobox.mysite.com Ticket #10:;... List:; syntax illegal for recipient addresses Is there a way to make the To: field be the same as the From: field? If not, I'd be happy if I could make the To: field be nob...@mydomain.com, where I'd simply /dev/null it. Thanks! If life gives you lemons, keep them-- because hey.. free lemons. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] replacing/eliminating undisclosed recipients
--- On Tue, 9/21/10, Kevin Falcone falc...@bestpractical.com wrote: On Tue, Sep 21, 2010 at 12:04:28PM -0700, Joseph Spenner wrote: I'm using RT 3.8.8 with postfix 2.3.3, on CentOS 5.4 64bit. Are you sure about the postfix part (See below)? I noticed the sendmail messages in the logs as well (both postfix and sendmail messages), even though postfix is the only one running. So, I just now removed the sendmail packages from the system, and updated the RT_SiteConfig.pm with: Set($UseFriendlyToLine, 1); I no longer see sendmail messages/errors in the log. However, now the To: address (directed to watchers), looks like this: to: AdminCc of rtbox.mydomain.com Ticket #7:; instead of undisclosed recipients. It's different, but still suboptimal. :) Any more help would be great. Thanks! 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] dont reopen
--- On Thu, 10/21/10, Albert Shih albert.s...@obspm.fr wrote: Hi all I'm using RT 3.8.8 On reply RT reopen the ticket. I would like to known if it's possible to make RT don't reopen a resolved ticket but send a message Many people don't known the «compose» button and only known «reply» button, so I've some ticket live for ever... Regards. JAS -- Albert SHIH Albert: There should be a global script: On Correspond Open Ticket, by default. If this is removed, RT will not open the ticket (I think). If you delete that scrip, it should leave the ticket closed but still send the correspondence to the user (and the admins, depending on how you have everything set).
[rt-users] On Create Auto Respond selectively?
When using RT 3.8.8, is it possible to have a scrip which will auto respond to the requestor only if the requestor is from a certain domain? ie: only send an Auto Respond (new ticket created) if the requestor is from foo.com?
Re: [rt-users] Why I am recommending 3.6 over 3.8 to my boss
--- On Fri, 11/5/10, Jesse Vincent je...@bestpractical.com wrote: From: Jesse Vincent je...@bestpractical.com Subject: Re: [rt-users] Why I am recommending 3.6 over 3.8 to my boss To: Wes Modes wmo...@ucsc.edu Cc: RT Users rt-users@lists.bestpractical.com Date: Friday, November 5, 2010, 10:22 AM If you'd like RT to be installed into RedHat FHS locations, you should use ./confiure --enable-layout=RH This is interesting, since I use CentOS (RedHat) and had absolutely no issue installing RT 3.8.8. What does the above option do differently than omitting it?
[rt-users] getting the Resolver Name / address into a template?
I'm using RT 3.8.8 and would like to create a template to be used at the time
of resolving the ticket. It should contain:
Ticket number
Resolver name
I believe the ticket number is pretty simple: #{$Ticket-id()}
But is there a way to get the name/email address of the person who resolved the
ticket?
Thanks!
Re: [rt-users] getting the Resolver Name / address into a template?
--- On Wed, 12/15/10, Kevin Falcone falc...@bestpractical.com wrote:
On Tue, Dec 14, 2010 at 02:04:30PM
-0800, Joseph Spenner wrote:
I'm using RT 3.8.8 and would like to
create a template to be used at the time of resolving the
ticket. It should contain:
Ticket number
Resolver name
I believe the ticket number is pretty
simple: #{$Ticket-id()}
But is there a way to get the name/email
address of the person who resolved the ticket?
Something like { $Transaction-CreatorObj-RealName }
- untested
-kevin
Kevin:
Thanks for the note. But I'm still having problems. My goal is relatively
simple, and maybe there's a different way. Perhaps using the On Resolve with
a User Defined action? If I could do something like this, I would be set:
On Resolve, send the transaction (as long as it includes the resolver name /
email, and ticket number) to an email address outside of RT:
rt-resol...@mydomain.com.
The above will actually pipe through a perl script to parse out what I need,
modify the subject the way I want it, and create an email to the target exactly
how I want it to be.
Anyone have any ideas on how this could be done?
Thanks again!
Re: [rt-users] getting the Resolver Name / address into a template?
If life gives you lemons, keep them-- because hey.. free lemons.
--- On Thu, 12/16/10, Kevin Falcone falc...@bestpractical.com wrote:
From: Kevin Falcone falc...@bestpractical.com
Subject: Re: [rt-users] getting the Resolver Name / address into a template?
To: rt-users@lists.bestpractical.com
Date: Thursday, December 16, 2010, 8:21 AM
Thanks for the
note. But I'm still having problems. My goal is
relatively simple, and maybe there's a different way.
Perhaps using the On Resolve with a User Defined
action? If I could do something like this, I would be
set:
On Resolve, send the transaction (as long as it
includes the resolver name / email, and ticket number) to an
email address outside of RT: rt-resol...@mydomain.com.
The above will actually pipe through a perl script to
parse out what I need, modify the subject the way I want it,
and create an email to the target exactly how I want it to
be.
Anyone have any ideas on how this could be done?
Everything you've described is doable using RT's default On
Resolve
Notify Requestor scrip. You just edit the
template. If you really
need to send to an external system instead, see the recent
threads on sending email to arbitrary addresses from
earlier in the
week.
-kevin
I was able to get it mostly working using the following template:
===
To: target.per...@domain.com
Subject: Special notification via RT - Ticket Resolved
Ticket: {$Ticket-id()}
Resolver: {$Transaction-CreatorObj-RealName}
===
The subject still contains:
[rt.foo.com #287] Special notification via RT - Ticket Resolved
(is there a way to get the [rt.foo.com #287] from not showing up?)
Also, how would I change the From address? I would rather make it such that
a Reply to the above message does not go back into RT.
In the past, I was able to modify the RT_SiteConfig.pm to change the TO
address with the following:
Set($FriendlyToLineFormat, 'nob...@foo.com');
Can a similar variable be set in the template itself, a $FriendlyFromLineFormat
or something?
Re: [rt-users] getting the Resolver Name / address into a template?
--- On Fri, 12/17/10, Kevin Falcone falc...@bestpractical.com wrote: (is there a way to get the [rt.foo.com #287] from not showing up?) No, RT is going to stick that into generated mail because it wants to protect itself if the mail comes back in Also, how would I change the From address? I would rather make it such that a Reply to the above message does not go back into RT. You should be able to clobber From: in the template In the past, I was able to modify the RT_SiteConfig.pm to change the TO address with the following: Set($FriendlyToLineFormat, 'nob...@foo.com'); Can a similar variable be set in the template itself, a $FriendlyFromLineFormat or something? There is a friendly from line format, but it isn't for what you want. You also appear to be doing something odd with your FriendlyToLineFormat, but I guess it works for you. -kevin Thanks for the info. I think I'm set! The reason I did the FriendlyToLineFormat above was to get rid of the 'undisclosed recipients'. I tried several things with no success, but the above worked fine. I then made an alias to redirect the 'nobody' mail to /dev/null.
Re: [rt-users] Backing up RT
--- On Tue, 1/4/11, Andy Graybeal andy.grayb...@casanueva.com wrote: Greetings, I need a recommendation for backing up RT. I am planning on using a cron job to run mysqldump to dump the db, then rsync the db and /etc/ conf files to a host that runs a backup job every night to tape. What do you guys do? I run a nightly dump as root: mysqldump --opt rt3 -u root -p rt3.sql (assuming the root user can perform that dump) Then scp the file to another system. Since the rest of the system doesn't change much, I don't bother with much of anything else. I have a snapshot of the whole system (my RTs are VMs under VirtualBox, so they're easy to backup (single file)).
[rt-users] scripts for daily notifications for unassigned and unresolved tickets
When I used RT2, I had 2 perl scripts I ran daily from cron which gave status on tickets: 1) sent a list of unassigned tickets to certain people I defined. 2) sent a reminder to people with unresolved tickets, with their ticket numbers. Do similar scripts exist somewhere for RT3? Thanks!
Re: [rt-users] scripts for daily notifications for unassigned and unresolved tickets
--- On Fri, 1/28/11, Kenneth Crocker kfcroc...@lbl.gov wrote: From: Kenneth Crocker kfcroc...@lbl.gov Subject: Re: [rt-users] scripts for daily notifications for unassigned and unresolved tickets To: rt-users@lists.bestpractical.com Date: Friday, January 28, 2011, 11:00 AM Joseph, If you're on 3.8.x, this can be done using Dashboards. Kenn LBNL Kenneth: Thanks for the tip. I've been playing with it a bit, but I never get the notification. My dashboard looks like this: http://img825.imageshack.us/img825/4595/dashboardo.png From the setup above, I suspect I should get a daily list of new and open tickets at 18:00 GMT. (technically it's new OR open, but the search does return both new and open tickets) If I go to manage my Dashboard, and click on the Name: ticket reminder, I do get the list of new and open tickets. Is there maybe some global permission preventing me from performing this?
Re: [rt-users] scripts for daily notifications for unassigned and unresolved tickets
--- On Mon, 1/31/11, Kevin Falcone falc...@bestpractical.com wrote: http://img825.imageshack.us/img825/4595/dashboardo.png From the setup above, I suspect I should get a daily list of new and open tickets at 18:00 GMT. (technically it's new OR open, but the search does return both new and open tickets) If I go to manage my Dashboard, and click on the Name: ticket reminder, I do get the list of new and open tickets. Is there maybe some global permission preventing me from performing this? Did you install the cronjob as documented in README? -kevin Sorry! I did not see that part. I was using the following link/pdf: http://bestpractical.typepad.com/files/dashboard-notifications-a-quick-introduction-3.pdf referenced in: http://blog.bestpractical.com/page/3/ Which did not mention the cron part, but I see that it's mentioned in the original documentation as part of the setup. Thanks for the update though. It worked. Looks like I'm all set now!
[rt-users] syntax of RTAddressRegexp
I'm using RT 3.8.8, and am getting warnings about the RTAddressRegexp option is not set in the config. If I understand correctly, I don't need to worry about it since I never plan to have any queues set up to auto respond with an On Create scrip. But I still see the messages in root's email and on startup. So, I thought I'd set one up. After thinking over a regex to cover everything, I came up with the need to search for an address beginning with (ie): shark, catfish, dolphin (so, shark-head, dolphin-tail, are possible) and the domain can be: @foobar.com @water.foobar.com @water Would something like this be right: Set($RTAddressRegexp, '^(shark|catfish|dolphin)\@.(water)?(foobar\.com)?$'); ? Any help would be great. Thanks!
Re: [rt-users] scripts for daily notifications for unassigned and unresolved tickets
--- On Mon, 1/31/11, Kevin Falcone falc...@bestpractical.com wrote: From: Kevin Falcone falc...@bestpractical.com Subject: Re: [rt-users] scripts for daily notifications for unassigned and unresolved tickets To: rt-users@lists.bestpractical.com Date: Monday, January 31, 2011, 9:45 AM On Mon, Jan 31, 2011 at 08:39:47AM -0800, Joseph Spenner wrote: --- On Fri, 1/28/11, Kenneth Crocker kfcroc...@lbl.gov wrote: From: Kenneth Crocker kfcroc...@lbl.gov Subject: Re: [rt-users] scripts for daily notifications for unassigned and unresolved tickets To: rt-users@lists.bestpractical.com Date: Friday, January 28, 2011, 11:00 AM Joseph, If you're on 3.8.x, this can be done using Dashboards. Kenn LBNL Kenneth: This appears to work pretty good. Do you know if there's a way to set this up in a global way, such that a daily reminder could be sent to all users about their own unresolved tickets?
Re: [rt-users] set a default queue
--- On Mon, 2/7/11, Chris Barnes chris-bar...@tamu.edu wrote: * if a ticket is created using the RT interface, the default queue should be helpdesk. What do I need to change to make this happen? Chris: If you log in, and select 'preferences', and 'settings', you can select your own personal default queue in the first option in General at the top. Or do you want this for every user?
Re: [rt-users] Having RT ignore internal email not associated with a ticket
--- On Mon, 4/11/11, Paul Fincher pfinc...@ghs.com wrote: From: Paul Fincher pfinc...@ghs.com Subject: [rt-users] Having RT ignore internal email not associated with a ticket To: rt-users@lists.bestpractical.com Date: Monday, April 11, 2011, 11:52 AM Hi all, We are getting ready to bring RT live and are passing the final hurdles. One issue that I am working through is the following. We are adding RT to already existing mail aliases which our support engineers currently monitor for incoming customer requests. The problem is they also sometimes use these aliases for internal communication unrelated to a specific ticket. I was hoping to have RT ignore these internal emails not related to a ticket. From what I've seen in past posts I may be out of luck but just thought I'd see if someone had any ideas. Thanks in advace,Paul - Paul Fincher Senior Engineering Support Engineer When the original email is sent to create a ticket, it looks like any other email. Subsequent tickets would contain a special subject unique to RT. But that original email would always get into RT, and RT would not be able to determine if that email was intended for RT or not.However, you could write a perl interceptor which sits between RT and sendmail/postfix (ie: directly in the /etc/aliases file) which looks for a certain string of characters. If the email does not contain this string, it passes it into RT; if the email does contain this string, it drops it. So, if the email contained something like: RT-IGNORE, then the perl script could ignore that message without piping it into RT.You would just need to make sure people include that RT-IGNORE in the body or the subject if RT is to ignore it.Maybe RT already has something in place to do this? Not sure..
[rt-users] RTAddressRegexp wildcard question
I'm using RT 3.8.8 and trying to modify my RTAddressRegexp such that the following get matched: blue-ho...@domain.com blue-...@domain.com blue-tr...@domain.com red-ho...@domain.com red-eng...@domain.com red-b...@domain.com th...@domain.com My goal is to catch anything beginning with blue- or red-, or equal to thing before the @. Can a * be used in RTAddressRegexp ? ie: Set($RTAddressRegexp , '^(blue-|red-|thing)*\@(domain\.com)$'); I didn't see a * used in the documentation, so I was curious if that was a valid way to accomplish my goal. Also, since thing is by itself, would the * after that cause it to fail? Thanks! If life gives you lemons, keep them-- because hey.. free lemons. 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] RSS Feed - listing newest instead of oldest?
On Wed, Oct 26, 2011 at 10:21:42AM -0700, Joseph Spenner wrote: When using the RSS feed option to view a queue, is it possible to configure the results such that the entry listed under each ticket is the most recent entry rather than the first entry in the ticket? You'll need to make a local overlay of Search/Elements/ResultsRSSView and change the line that returns the content of the create transaction. -kevin Ok, I was afraid of that. :) Not being a developer, I'm not sure what to do. I found the file you mentioned: /opt/rt3/share/html/Search/Elements/ResultsRSSView Is this the line to edit? description = $Ticket-Transactions-First-Content, and change to something intuitive, such as: description = $Ticket-Transactions-Last-Content, ? RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] RSS Feed - listing newest instead of oldest?
Kevin Falcone falcone at bestpractical.com writes: On Wed, Oct 26, 2011 at 10:21:42AM -0700, Joseph Spenner wrote: When using the RSS feed option to view a queue, is it possible to configure the results such that the entry listed under each ticket is the most recent entry rather than the first entry in the ticket? You'll need to make a local overlay of Search/Elements/ResultsRSSView and change the line that returns the content of the create transaction. -kevin Kevin: Is there any documentation explaining how to do this? I took a few stabs/guesses at it, but all I did was prevent RT/apache from restarting. I'm surprised more people aren't interested in this as the default behavior, since it seems to me it would make more sense to look at what is new rather than what was originally posted in a message. Thanks! RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
[rt-users] setting up keywords in RT 3.8.8
Years ago, I had RT2 running and using 'keywords' for various queues. I'm now just trying to do this same sort of thing in RT 3.8.8 but having difficulty finding the corresponding functionality. My guess would be CustomField, but if this is the case it is not very intuitive. Is it called something else? Is there a document somewhere explaining how to do this in RT3? Thanks! If life gives you lemons, keep them-- because hey.. free lemons. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] setting up keywords in RT 3.8.8
From: Kevin Falcone falc...@bestpractical.com To: rt-users@lists.bestpractical.com Sent: Thursday, February 16, 2012 9:11 AM Subject: Re: [rt-users] setting up keywords in RT 3.8.8 On Thu, Feb 16, 2012 at 07:52:55AM -0800, Joseph Spenner wrote: Years ago, I had RT2 running and using 'keywords' for various queues. I'm now just trying to do this same sort of thing in RT 3.8.8 but having difficulty finding the corresponding functionality. My guess would be CustomField, but if this is the case it is not very intuitive. Is it called something else? Is there a document somewhere explaining how to do this in RT3? This functionality is indeed called Custom Fields in RT 3 and 4. If you tell the list more about what you'd like to achieve, someone can probably point you to the right parts of the Custom Field feature to do what you want. -kevin Keven: Good to hear! My goal is to have a single queue with some CustomFields. There needs to be several for this queue. Some need to be a 'single selectable' field, and other 'multiple selectable' fields. For example, the queue is a general Maintenance queue for my systems. I'd like to be able to create a ticket, select the system affected from a list (one Custom Field), then maybe select other Custom Fields depending what the maintenance was (ie: hard drive replaced, OS patched, hardware added). RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] setting up keywords in RT 3.8.8
From: Joseph Spenner joseph85...@yahoo.com To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Thursday, February 16, 2012 10:19 AM Subject: Re: [rt-users] setting up keywords in RT 3.8.8 From: Kevin Falcone falc...@bestpractical.com To: rt-users@lists.bestpractical.com Sent: Thursday, February 16, 2012 9:11 AM Subject: Re: [rt-users] setting up keywords in RT 3.8.8 On Thu, Feb 16, 2012 at 07:52:55AM -0800, Joseph Spenner wrote: Years ago, I had RT2 running and using 'keywords' for various queues. I'm now just trying to do this same sort of thing in RT 3.8.8 but having difficulty finding the corresponding functionality. My guess would be CustomField, but if this is the case it is not very intuitive. Is it called something else? Is there a document somewhere explaining how to do this in RT3? This functionality is indeed called Custom Fields in RT 3 and 4. If you tell the list more about what you'd like to achieve, someone can probably point you to the right parts of the Custom Field feature to do what you want. -kevin Keven: Good to hear! My goal is to have a single queue with some CustomFields. There needs to be several for this queue. Some need to be a 'single selectable' field, and other 'multiple selectable' fields. For example, the queue is a general Maintenance queue for my systems. I'd like to be able to create a ticket, select the system affected from a list (one Custom Field), then maybe select other Custom Fields depending what the maintenance was (ie: hard drive replaced, OS patched, hardware added). I got it figured it. Actually, it was relatively intuitive once I found the right spot. However, I'm curious about some of the fields. What is the significance of the Category field? And the Description is just informational? RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Simple search link creation?
I'm using RT 3.8.8 and am curious if it is possible to create a search and present it on another web page as a link. For example, I have certain RT queues for products. On an internal product page, I'd like to have a link: Click here to see all RT support tickets for this product. If they click, it will direct them to RT where they would be forced to log in to RT and then be presented with the results of the search I created (listing all open tickets in that product queue). Can this be done? Thanks! RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Simple search link creation?
Gerard:
Thanks! That's exactly what I needed! Got the syntax for a specific queue
and product:
http://myRT/Search/Results.html?Query=%27Queue%27=%27Our%20Products%27%20AND%20%27CF.{System}%27=%27oscillationOverthrustor%27
Worked great!
Thanks again!
From: Gerard FENELON ger...@eve-team.com
To: rt-users@lists.bestpractical.com
Sent: Friday, March 2, 2012 11:19 AM
Subject: Re: [rt-users] Simple search link creation?
Hi Joseph
just link to something like
http://rt.yoyodyne.com/Search/Results.html?Query=%27CF.{Product%20code}%27LIKE%27CCT0104F%27
or
http://rt.yoyodyne.com/Search/Results.html?Query='CF.{Product
code}'LIKE'CCT0104F'
You can do more complex searches too.
Gerard
On 2012-03-02 18:44, Joseph Spenner wrote:
I'm using RT 3.8.8 and am curious if it is possible to create a search and
present it on another web page as a link.
For example, I have certain RT queues for products. On an internal product
page, I'd like to have a link: Click here to see all RT support tickets for
this product. If they click, it will direct them to RT where they would be
forced to log in to RT and then be presented with the results of the search I
created (listing all open tickets in that product queue).
Can this be done?
Thanks!
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5 6, 2012
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
Re: [rt-users] Simple search link creation?
From: Thomas Sibley t...@bestpractical.com To: rt-users@lists.bestpractical.com Sent: Friday, March 2, 2012 11:59 AM Subject: Re: [rt-users] Simple search link creation? On 03/02/2012 01:53 PM, Joseph Spenner wrote: Gerard: Thanks! That's exactly what I needed! Got the syntax for a specific queue and product: Note that you can always build the search in the RT web interface and then view the results and copy the link as well. Thomas: I was thinking this initially, but it appears RT does a POST such that the string itself does not show up on the URL. Unless you are talking about something different? If I build the search, the URL is simply: http://myrt/Search/Build.html However, if I then click on the Advanced tab, I can see the pieces of the search-- but even this isn't completely compatible with the string needed for the full URL. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Simple search link creation?
From: Thomas Sibley t...@bestpractical.com To: rt-users@lists.bestpractical.com Sent: Friday, March 2, 2012 1:14 PM Subject: Re: [rt-users] Simple search link creation? On 03/02/2012 02:56 PM, Joseph Spenner wrote: I was thinking this initially, but it appears RT does a POST such that the string itself does not show up on the URL. Unless you are talking about something different? If I build the search, the URL is simply: http://myrt/Search/Build.html Click Show Results. The URL will then be the link you want. Ok, I get a really big URL: http://myrt/Search/Results.html?Format=%27%20%20%20%3Cb%3E%3Ca%20href%3D%22__WebPath__%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0A%27%3Cb%3E%3Ca%20href%3D%22__WebPath__%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%0A%27__Status__%27%2C%0A%27__QueueName__%27%2C%0A%27__OwnerName__%27%2C%0A%27__Priority__%27%2C%0A%27__NEWLINE__%27%2C%0A%27%27%2C%0A%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%0A%27%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E%27%2C%0A%27%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E%27%2C%0A%27%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E%27%2C%0A%27%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E%27Order=ASC|ASC|ASC|ASCOrderBy=id|||Query=Queue%20%3D%20%27My%20Stuff%27RowsPerPage=50SavedChartSearchId=new But it does work, too. Thanks for the info! RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] RT3 - login history recorded?
I'm using RT 3.8.8 and am curious whether RT records login history of users logging into the web interface. ? Thanks! If life gives you lemons, keep them-- because hey.. free lemons.
[rt-users] RT, and the priority flag in Outlook?
Is there a way to create a ticket, or some code I can apply to my existing RT installation such that I can create a ticket in RT and have it display the priority ! in Outlook? I'm using RT 3.8.8. Thanks! __ If life gives you lemons, keep them-- because hey.. free lemons. ♥ Sticker fixer: http://microflush.org/stuff/stickers/heartFix.html
Re: [rt-users] RT, and the priority flag in Outlook?
From: k...@rice.edu k...@rice.edu To: Joseph Spenner joseph85...@yahoo.com Cc: RT- us...@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Tuesday, August 14, 2012 11:16 AM Subject: Re: [rt-users] RT, and the priority flag in Outlook? On Tue, Aug 14, 2012 at 11:03:57AM -0700, Joseph Spenner wrote: Is there a way to create a ticket, or some code I can apply to my existing RT installation such that I can create a ticket in RT and have it display the priority ! in Outlook? I'm using RT 3.8.8. I think you need to add one or more of the following mail headers to your template: X-Priority: 1 (Highest) X-MSMail-Priority: High They are what Outlook/Outlook Express use to determine a high priority message. === Ken, thanks for the info! Ideally, the user could set the priority value in the ticket during creation. I think I could intercept the email in /etc/aliases and insert those headers if a priority is exceeded. But how can I determine the priority (as set in RT) from the headers? Is there anything in the headers with RT priority info?
Re: [rt-users] RT, and the priority flag in Outlook?
If life gives you lemons, keep them-- because hey.. free lemons. ~heart~ Sticker fixer: http://microflush.org/stuff/stickers/heartFix.html From: k...@rice.edu k...@rice.edu To: Joseph Spenner joseph85...@yahoo.com Cc: RT- us...@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Tuesday, August 14, 2012 1:11 PM Subject: Re: [rt-users] RT, and the priority flag in Outlook? On Tue, Aug 14, 2012 at 01:07:24PM -0700, Joseph Spenner wrote: On Tue, Aug 14, 2012 at 11:03:57AM -0700, Joseph Spenner wrote: Is there a way to create a ticket, or some code I can apply to my existing RT installation such that I can create a ticket in RT and have it display the priority ! in Outlook? I'm using RT 3.8.8. I think you need to add one or more of the following mail headers to your template: X-Priority: 1 (Highest) X-MSMail-Priority: High They are what Outlook/Outlook Express use to determine a high priority message. === Ken, thanks for the info! Ideally, the user could set the priority value in the ticket during creation. I think I could intercept the email in /etc/aliases and insert those headers if a priority is exceeded. But how can I determine the priority (as set in RT) from the headers? Is there anything in the headers with RT priority info? You should probably add the headers conditionally when you send them from RT using conditional template code that checks for priority. Cheers, Ken Ken, not being a template code guru, I'm not sure where to begin. Are there some samples? Or if it's only a few lines could you provide? Thanks!
Re: [rt-users] RT, and the priority flag in Outlook?
Ok, as a simple test, I made a custom template for correspondence named
Correspondence High Priority:
--
RT-Attach-Message: yes
X-Priority: 1 (Highest)
X-MSMail-Priority: High
{$Transaction-Content()}
--
Basically, I copied the Correspondence template and added the 2 X-priority
lines.
I added a custom scrip to my test queue to use the above template on
correspondence:
On Correspond Notify AdminCCs Correspondence High Priority
However, it doesn't set the flag. When I view the headers, I don't see the 2
lines at all. It's as if RT is stripping them off or not including them.
I do know the 2 lines will work to set the flag though, because I tested this
outside of RT by constructing an email with the 2 lines-- and it worked.
If I have other default scrips, such as On Correspond Notify AdminCCs
Correspondence, could that be taking priority and ignoring my custom scrip?
Here are the relevant headers I received from the above test, which do not
include the missing desired header lines:
==
Subject: [rt.foo.com #4142] test of priority
From: root via RT test...@foo.com
Reply-To: test...@foo.com
In-Reply-To: 20120815161345.aa311150...@rt.foo.com
References: rt-ticket-4...@foo.com 20120815161345.aa311150...@rt.foo.com
Message-ID: rt-3.8.8-15211-1345047226-799.4142-...@foo.com
Precedence: bulk
X-RT-Loop-Prevention: rt.foo.com
RT-Ticket: rt.foo.com #4142
Managed-by: RT 3.8.8 (http://www.bestpractical.com/rt/)
RT-Originator: r...@rt.foo.com
To: nob...@rt.foo.com
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=utf-8
X-RT-Original-Encoding: utf-8
Date: Wed, 15 Aug 2012 16:13:46 +
X-Scanned-By: MIMEDefang 2.56 on 192.81.123.24
Return-Path: apa...@rt.foo.com
X-OriginalArrivalTime: 15 Aug 2012 16:13:48.0488 (UTC)
FILETIME=[F3D87C80:01CD7B00] Wed Aug 15 16:13:46 2012: Request 4142 was acted
upon.
Re: [rt-users] RT, and the priority flag in Outlook?
From: Thomas Sibley t...@bestpractical.com
To: rt-users@lists.bestpractical.com
Sent: Wednesday, August 15, 2012 9:40 AM
Subject: Re: [rt-users] RT, and the priority flag in Outlook?
On 08/15/2012 09:27 AM, Joseph Spenner wrote:
Ok, as a simple test, I made a custom template for correspondence named
Correspondence High Priority:
--
RT-Attach-Message: yes
X-Priority: 1 (Highest)
X-MSMail-Priority: High
{$Transaction-Content()}
--
Basically, I copied the Correspondence template and added the 2
X-priority lines.
I added a custom scrip to my test queue to use the above template on
correspondence:
Here are the relevant headers I received from the above test, which do
not include the missing desired header lines:
Those headers look like they're from RT's default On Create Notify
AdminCcs with Transaction scrip. Are you creating a ticket to test?
That's not a correspondence and so your priority scrip/template above
won't trigger.
Thomas
===
Ah ha! Yes, I didn't think of that. You're right, and after I corresponded
(replied) to my ticket, the flag DID get set.
Thanks for spotting that one!
