[rt-users] Scrip to send original ticket request contents upon resolve

I'm having trouble locating exactly how to do this, but I was looking for a way to create a script (or process) to sent the resolved email message which includes the original ticket content at the end of the message. I thought about modifying the current scrip since the 11 queues we have all want

[rt-users] RT API

I've gone down the phase 1 route with building a web submission system for RT customized to our organization using the commandsbyemail extension. Oddly, I am having periodic problems with it where, some times, the commands do not get recognized (my guess is that the developer who created the

Re: [rt-users] Detecting differences between installs

On 08/25/2009 09:19 AM, Emmanuel Lacour wrote: On Mon, Aug 24, 2009 at 10:25:28PM -0400, Rich West wrote: Is there an easy(ish) way to determine what version of the perl modules are installed on each of these systems so I could attempt to sync the two? Or am I barking up the wrong tree

[rt-users] Detecting differences between installs

I have two installs, a development install and a production install, and there's something different between them. I suspect it has to do with module revisions or something, but I cannot seem to put my finger on it. We use, rather heavily, the extension for commands by email, and a nice Web UI

Re: [rt-users] Commands by Email

Argh.. I have the code in place (actually, improved upon the code by replicating some of the detection code from the original plugin), and I can see it is working via some test code, but the commands still show up in the content of the ticket. So.. that leads to the question: where did you put

Re: [rt-users] Commands by Email

Being unfamiliar with how to drop things in the local/lib tree, is the process to simply create a file of the same name and the contents are added? or does the file entirely replace the original? -Rich On 08/03/2009 10:20 AM, Andreas Ittgenshorst wrote: To remove the commands I added a few

Re: [rt-users] Top N Tickets I Own - For all users

On 3.8.4, you can click on Edit, then select the columns to display, including the custom column. However, I cannot seem to find how to make this a global default change. On that page, I can adjust the underlying search globally, but not the columns displayed (to include the Custom Field).

Re: [rt-users] Commands by Email

The extension works rather well once you get past the caveats of the formatting. With regard to the slimness of the documentation, it doesn't mention those 'simple rules', which forced me to comb through the code (which is rather clean) to determine the proper formatting which led to the

Re: [rt-users] Commands by Email

Another question, though.. is there a way to strip out the email commands from the content of the ticket as it shows up in Request Tracker? -Rich On 07/23/2009 10:56 AM, Rich West wrote: The extension works rather well once you get past the caveats of the formatting. With regard

Re: [rt-users] Commands by Email

One item that should be documented is that this extension cannot handle spaces in the custom field names. Spaces causes it to break. :( -Rich On 07/23/2009 10:56 AM, Rich West wrote: The extension works rather well once you get past the caveats of the formatting. With regard

[rt-users] Top N Tickets I Own - For all users

Is there a way to modify the default RT home page's display of the Top 'N' Tickets I Own for everyone? We would like to have a custom field displayed there for everyone, including new people we add on as admins.. Thanks! -Rich ___

[rt-users] Commands by Email

Way back in the day, when I was heavily involved in the development of RT, there was a way to send commands in to RT to set some of the metadata (queue, owner, status, etc). Now that the place I am at is heavily entrenched in to RT 3.8.4 and our separate front-end form submission system is

Re: [rt-users] Custom Fields per queue

I *think* I have it correct now.. Thanks! -Rich ___ 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

[rt-users] Custom Fields per queue

We are ramping up our RT install here to provide more expanded services. I did the original install (I seem to install this at every job I go to), but it is now getting handed off to another manager, and, with my help, we are adjusting it to fit a working model that he has built. I've been using

Re: [rt-users] Custom Fields per queue

By correct result, I meant that it would do what I was trying for: o Custom Field associated to all tickets regardless of queue o Custom field associated to all tickets in queue A o Custom field associated to all tickets in queue B Is this possible? -Rich On Wed, 08 Jul 2009 14:06:54 -0700,

[rt-users] Filtering users

Is there a way within RT to create a scrip that prevents ticket creation if the email originates from a particular email address, or if it has a particular subject? I know.. this could be done via procmail, but I was hoping to have it such that the helpdesk admins could manage this from within

Re: [rt-users] LDAP authentication and existing users

With the default settings in local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm, new users will get created with their AD account name. At least, that is the way it behaved for me. The down side was that external users with the same account name (from a different domain, for example)

[rt-users] User name collision

I just got our company to migrate over to Request Tracker from an inferior product, and after a couple of days of good functionality, we received the following 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 ([EMAIL

Re: [rt-users] User name collision

Jesse Vincent wrote: On Fri, Dec 05, 2008 at 10:45:50AM -0500, Rich West wrote: I just got our company to migrate over to Request Tracker from an inferior product, and after a couple of days of good functionality, we received the following error: RT could not load a valid user

[rt-users] RT::Authen::ExternalAuth debugging

I'm going down the route of integrating a new RT 3.8.1 install in to a Windows 2003 Active Directory environment, and after going through the wiki web of information, I found that the proper method is now RT::Authen::ExternalAuth. That was, unfortunately, after I tried several other methods. :(

Re: [rt-users] RT::Authen::ExternalAuth debugging

cked all permissions, and ensured that everyone could create a ticket for the given queue and had no luck. For now I've rolled back the use of the plugin and I am just using local accounts :( -a On Wed, Oct 15, 2008 at 4:17 PM, Rich West [EMAIL PROTECTED] wrote: I'm going down the route of

Re: [rt-users] How to run multiple instances of RT

It is possible to do it with the same web server and the use of virtual hosts using FastCGI. It isn't possible to use the same web server and mod_perl. If you want to do it via mod_perl, you need to run completely separate httpd processes with completely separate configuration files. It is