Hi everyone, first time post to the list but I have been following it for 2
years now - thanks for all the great advice.
I had a mail loop on my system during December. Someone emailed a corrupt
attachment in, rt would send a response to watchers and my exchange server on
the LAN NDR'd the
Hi,
I would like to be able to create saved searches that will find
tickets where the logged in user is the Requestor.
This is easy for Owner as you can use Owner = '__CurrentUser__'.
Is there a way to do this for Requestor though? I tried Requestor =
'__CurrentUser__' but
Hi Guys,
Just a quick question, when our users comment on a ticket in a new
state, the ticket is automatically moved to an open state.
There are no scripts I can find that carry out this action, is this a
default action and if it is can it be changed?
Many Thanks
Dave
I ran it with nagios disabled and same error:
Couldn't wipeout object: no connection to syslog available - /dev/log is not a
socket at /usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch/Syslog.pm line 71
Stack: [/usr/lib/perl5/5.10.0/Carp.pm:44]
I'm not sure what your requirements are, but here is what we did. I
tried to keep it as simple and as if I get hit by a milk truck tomorrow
someone will need to work on this troubleshooting friendly as possible
:)
We have AD accounts created with the e-mail addresses we give to our
users,
Just a note - I found out the hard way that if you use distribution groups they
are by default internal only - you have to set the group/list in Exchange 2007
to accept external mails for them.
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On
We are happy to announce that RT 3.8.2 is now available. You can
download it from:
http://download.bestpractical.com/pub/rt/release/rt-3.8.2.tar.gz
http://download.bestpractical.com/pub/rt/release/rt-3.8.2.tar.gz.sig
SHA1 sums
e5e17464849ec040b7b1d6d14f456a2e64871848 rt-3.8.2.tar.gz
Hi Guys,
Just a quick question, when our users comment on a ticket in a new
state, the ticket is automatically moved to an open state.
There are no scripts I can find that carry out this action, is this a
default action and if it is can it be changed?
Many Thanks
Dave
Hello,Justin,
I use in similar saved searches for V3.8.1 the clause:
Owner.Id = '__CurrentUser__'
so maybe Requestor.Id would do?
HTH,
Gabriele Franzini
ICT Applications Manager
Nerviano Medical Sciences SRL
20014 Nerviano Italy
-
Message: 1
On Wed, 07 Jan 2009 10:03:35 -0500, Dave Wells dave.we...@foreshore.net
wrote:
Hi Guys,
Just a quick question, when our users comment on a ticket in a new
state, the ticket is automatically moved to an open state.
There are no scripts I can find that carry out this action, is this a
On Correspond Open Tickets with template Blank
It's a customization on the wiki, not a part of the core as far I've ever seen.
There are also variants like take on correspond iff unowned admincc,
which we recently implemented here with success.
--
Cambridge Energy Alliance: Save money. Save the
Hi,
Nope this is purely a comment via the web interface. I have also removed
the default script mentioned.
The scripts I have set are as follows:
Scrips which apply to all queues
Send Notification of Ticket when a reply is received to a resolved
ticket
On Reply to Resolved Ticket Notify
Hi list,
I notice that under version 3.8.2 the length of the subject adjusts
into the RT at a Glance page, seen the Quick Search, Reminders,
etc.- moving from side to side depending on ticket subject length.
Is there a way to change this as per 3.6.1 handles? I been looking
through some css but
On Wed, 07 Jan 2009 10:43:08 -0500, Dave Wells dave.we...@foreshore.net
wrote:
Hi,
Nope this is purely a comment via the web interface. I have also removed
the default script mentioned.
This finally rang a bell - if you look at html/Ticket/Update.html you'll
see code that sets the
On Wed, 07 Jan 2009 10:41:03 -0500, Jerrad Pierce
jpie...@cambridgeenergyalliance.org wrote:
On Correspond Open Tickets with template Blank
It's a customization on the wiki, not a part of the core as far I've
ever seen.
There are also variants like take on correspond iff unowned admincc,
Thanks very much for the info, makes sense now.
If I change html/Ticket/Update.html to set the status default to new, do
you think this would cause any issues?
-Original Message-
From: Stephen Turner [mailto:stur...@mit.edu]
Sent: 07 January 2009 15:56
To: Dave Wells; RT users
Subject:
On Wed, 07 Jan 2009 11:03:19 -0500, Dave Wells dave.we...@foreshore.net
wrote:
Thanks very much for the info, makes sense now.
If I change html/Ticket/Update.html to set the status default to new, do
you think this would cause any issues?
I think this code (along with the global scrip) is
hi every one,
i'm new on RT and i'm trying for my company to setup RT with approval
mechanism...
i'm actually using RT 3.8.1
i followed instruction here :
http://wiki.bestpractical.com/view/ApprovalCreation
when i create a ticket on queue 'request' a ticket is created on queue
'approval' ..
Thank you for the replies,
Helmuth - I was going through your instructions and it seems pretty simple
to setup. The only thing I don't understand is Mail server for RT uses
Exchange as smarthost to relay all traffic. Are you saying that you had to
setup RT to use Exchange as a Smarthost, and
-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1
No matter how good our spam filters are for out support email accounts,
spam is going to get through, and we would prefer to err on the side of
letting things in rather than dropping emails from real customers.
I'm wondering if someone has any
Items in the spam queue never show up in newest unowned, so that helps.
Once every few days/weeks, I look at the spam queue, and bulk update
things to rejected status.
On Wed, Jan 7, 2009 at 11:51, m...@simtone.net wrote:
-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1
No matter how good our
Hi Blake,
I have a mail server installed on my RT box (Postfix). Postfix is
configured to use my Exchange server as its smarthost. I do this so my
RT server doesn't need to talk to the internet to send e-mails, my
Exchange box does that work. With the example below using the AD
accounts
Helmuth,
Is there any documentation with step-by-step instructions? I have never
worked with RT before, and never even looked at Postfix either. It seems
like a lot to take on, but I am willing to try it to get RT working
properly. I have the contacts and mailboxes setup as you had shown in your
Take a look at this thread, this is how I do it with RT and Exchange 2003.
http://www.gossamer-threads.com/lists/rt/users/72442?search_string=Mail%20setup%20-%20forwarding%20from%20Exchange;#72442
James.
On Wed, Jan 7, 2009 at 9:49 AM, Blake Turner bl...@eos-3.com wrote:
Helmuth,
Is there
hi again,
as all new user, i have many question :)
is it a way to close a ticket when the child ticket is closed and resolved?
thnaks a lot,
regards,
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help:
Yes, you are on the right track J So based on my example, you'll need a
mail server for RT. I happen to use Postfix, but its whatever you feel
comfortable with (like if you've used Sendmail).
Helmuth
From: rt-users-boun...@lists.bestpractical.com
Is there an easy way to fix a missing principal? I'm getting the
following errors with a local ticket:
Web: Can't call method Name on an undefined value at
/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm line 685
Log: [Wed Jan 7 17:57:19 2009] [crit]: Found a principal () that was
neither a user
Has anyone ever come across the following error? It seemed to have
happened randomly, I had to shutdown apache since it was stuck in this
state for sending mails. I'm using apache2 and fastcgi, I'm guessing
something broke once and due to the constant running it affected
everything else. I
James, thank you for the reply . but I have read through that thread
already, and the way they say to setup the connector for EX03 is not the
same has how you set it up in 2007, so I cant get it to do the same thing.
In that post they mention having all mail that is sent to the support email
Helmuth,
I think my issue is that my initial intent was to have my exchange server do
EVERYTHING by itself unless mail was being sent to an RT handled address. So
my mail flow would be as such: Internet à my Exchange Server à RT server.
Where it seems as though your plan is:
Blake,
Not having Ex07 I could be off but in Ex03 when you make the connector one
of the options is Address Space with an associated cost. It will send out
using the connectors lower to higher until default connector gets everything
that's left. The smarthost in the connector for RT will be set
I am having a problem with a clean install of 3.8.2, and I tried with
3.8.1 also with the same results... (Mysql 5.0.67)
I have run this a few times doing dropdb then initdb... Same results
each time, and I have confirmed the db is gone before running the initdb
Now creating a mysql
Blake,
The way you want to do it is valid but you will need to take the incomming
message that goes to exchange and then resend it to the RT server. If your
using the same external domain to accept emails then your going to need to
have Exchange forward the emails it receives (probably by
James,
Yes, outside people will be emailing the queue on the RT
server, and my users will need to send back mail from there. Currently I
have a single domain, in a single forest. Domain1.com is my domain that im
loging into. And I dont really know how to set my domain on my RT
Well, I can't tell you if there are many pros to my model other than it allows
for tier 1 support to look into issues rather than having to dig within
Exchange. Obviously, that is a matter of personal taste/org structure. In my
model, tickets flow like this:
Sender - Exchange - RT
RT -
To all,
We are planning to move up to 3.8.2 soon (a month?). One of the tings
my users do not like is that there are many CF's that are sowing up in
their Modify Ticket screen that some use, some don't ,but needs to be
available for all. They want to be able to move the one's they do
To all,
WE have many users that like to create their own tickets from email
they get from their users (requestors). That way they can copy the part
of the email that makes sense and leave out all the redundant verbage,
etc. The problem lies in the fact that when they copy paste the
Okay, now that I've thoroughly humiliated myself by asking about
RTx-Shredder, another question: How can I add a theme to the Theme
pull-down list in the General section of Preferences? I created a
custom theme and put it in a directory in ./local/html/NoAuth/css, and I
can set
Helmuth,
So your Exchange server passes ALL mail to your RT server?
Or just mail that is setup on your RT server ? And in regards to sending
mail to the RT server, it is not setup, im not too sure what I need to
configure with Postfix to have it setup. The service is running,
--- 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
Blake,
What instructions did you use to install it?
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Blake Turner
Sent: Wednesday, January 07, 2009 3:33 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Exchange
The guide that I used was this one:
http://wiki.bestpractical.com/view/FedoraCore9InstallGuide
Blake Turner
IT Director
EOS-3, LLC
P: 888.EOS3.001 (367.3001)
F: 888.EOS3.303 (367.3303)
From: Helmuth Ramirez [mailto:helmuthrami...@compupay.com]
Sent: Wednesday, January 07, 2009
I have an RT 3.8.1 install and I have been noticing that every once
and a while, when an update to a ticket is sent in, the subject of the
ticket gets changed to include subject tag
at the end.
The very last update to the ticket that this just happened to is:
Wed Jan 07 10:28:56 2009
Does anyone have any clues as to what might be causing this?
Nope. I've had it happen to. Some tickets seem to be persistently
afflicted with this. I've manually gone in to correct the subject, and
had it change again later into a monstrously long thing.
As far as I can tell, it doesn't appear that the subject was altered
in any way.
Just to confirm, I asked the person who sent in the email and they
said they
clicked reply, typed their response and did not change the subject
I looked at the headers of the mail:
Subject: Re: [RT - General
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