[rt-users] Scrip does not send email
Hi all,
I am having a problem with a scrip that does not send emails as expected.
I have a queue with a mandatory custom field. If a user tries to create a
ticket in that queue from the RT interface without populating the cf, RT will
complain. However, if a user creates the ticket by sending an email RT will
happily create it.
So I created a scrip on that queue that checks if a mandatory cf is present,
and if it is - and it is not populated - it will put the ticket in status
rejected.
Settings are:
Condition: User Defined
Action: Notify Requestors
Template: Global template: Error: no mandatory CF
Stage: TransactionBatch
Custom Condition:
my $trans = $self-TransactionObj;
return 0 unless $trans-Type eq Create;
my $ticket = $self-TicketObj;
my $CustomFields = $ticket-QueueObj-TicketCustomFields();
while (my $CustomField = $CustomFields-Next()) {
my $nam = $CustomField-Name;
my $typ = $CustomField-Type;
my $vad = $CustomField-Pattern;
$RT::Logger-info( CustomField: $nam \n );
$RT::Logger-info( CustomField: $typ \n );
$RT::Logger-info( CustomField: $vad \n );
if ($vad = '(?#Mandatory)') {
my $val = $ticket-FirstCustomFieldValue($nam);
if ($val ne '') {
return 0;
} else {
$ticket-SetStatus(rejected);
}
}
}
return 1;
The scrip works as expected, but it will not send the email to the requestor.
In the log I see this:
49587 - Scrip 28 OnCreateCheckCF
(/opt/rtschedu/bin/../lib/RT/Action/SendEmail.pm:302)
[Thu Jun 11 07:53:27 2009] [info]:
rt-3.8.4-8458-1244706807-1237.3505-2...@bankadati S.I. No recipients found.
Not sending. (/opt/rtschedu/bin/../lib/RT/Interface/Email.pm:338)
I can not understand why it is saying No recipients found. Any ideas?
TIA
Bye
Cris
___
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] Rights issue on Configuration - Global - RT at a glance on RT 3.8.2
Jo and Kenn, Thank you for your comments about this issue. In the end it was a bug of RT. Fortunately, I created a ticket on http://rt3.fsck.com/ and the people from Best Practical (I think that they were Kevin Falcone and Jesse Vincent) put their hands on it immediately and they have just solved this /*security bug*/. This is part of the message posted by Kevin Falcone: The most important fix is that RT now requires the SuperUser right to edit global RT at a Glance. In all previous 3.8 releases, the ShowConfigTab right unintentionally enabled this. If you have not granted this right to any non-administrative user, then this issue should not affect you. You can read the whole in the message RT 3.8.4 Released written by Kevin. So, you probably should consider either to patch your current installation or to upgrade it. Kenn, Jo, thank you again for your help and comments, and thanks to the people of bestpractical. Best wishes, Carlos Ken Crocker wrote: Carlos, I'm with Jo on this one. We are on 3.6.4 and I have over 100 users and the majority of them do /*NOT*/ have the ShowConfigTab right yet they /*ALL*/ can modify their RT at a Glance settings. Kenn LBNL On 6/5/2009 3:13 AM, Jo Rhett wrote: Are you sure it's the global RT At a Glance? It seems everyone can modify it for themselves... On Jun 5, 2009, at 12:55 AM, Carlos Garcia Montoro wrote: Hi Kenn, hi everybody, Thank you for your answer. I was expecting the same behaviour as you. But for my unpleasant surprise, a user who only has - ShowConfigTab global right for himself. - ShowAprovalsTab global right for Privileged users. And - CreateTicket and SeeQueue in some queues as Everyone's rights in those queues. can do nothing harmful with the single exception of modifying the global RT at a glance. This behaviour has surprised me probably as much as you. Because of it, I want that someone else checks this configuration in order to see whether it is my fault (I am doing something wrong) or it is a RT bug (this happens to everybody, but it shouldn't). Greetings, Carlos PS: I found somewhere a RT installation for testing purposes, but users grants, including root, where so restricted, that I couldn't reproduce the configuration I wanted. Ken Crocker wrote: Carlos, I may be mistaken, butI think the ShowConfigTab merely allows the user to see that tab and the functions under it. The user still needs to have other rights (like ShowTemplate and ModifyTemplate) in order to see/modify templates and I'm sure the same situation exists for other objects to be modified. Kenn LBNL On 6/4/2009 2:54 AM, Carlos Garcia Montoro wrote: Sorry for posting this twice, but I'm trying to make it shorter. Please, can anyone confirm me that a user who only has the global right ShowConfigTab is able to modify the global RT at a glance? I'm using RT 3.8.2 and I would like to know if either I'm doing something wrong or this is the expected behaviour. If this were the second case, should this be considered a bug? For a longer explanation, attached you can find my previous message. Thanking you in advance, Carlos Subject: [rt-users] Rights issue on Configuration - Global - RT at a glance on RT 3.8.2 From: Carlos Garcia Montoro cgar...@ific.uv.es Date: Fri, 29 May 2009 12:18:06 +0200 To: rt-users@lists.bestpractical.com To: rt-users@lists.bestpractical.com Hello, I've a question/request about RT that I have been neither able to resolve from myself, nor have I found it at the RT wiki or googling this mailing list. I'm newbie using RT. I'm installing an organizational RT (ver. 3.8.2). We have some departments that are autonomous of each other. Thus, I want to grant some privileges for every admin group of each department. I want to allow them to handle their own queues, groups, etc. But I also want not to allow them to modify others space. I have achieved this configuration, i.e. admins are only able to see their groups, admins can see all queues but they are only allowed to modify some properties (Cc, AdminCc,...) of their own queues but not other queues. In order to do that I have granted them the global right ShowConfigTab. Otherwise they had rights but they couldn't use them (they couldn't modify group membership of their groups,...). The problem I'm suffering is this: When I grant the ShowConfigTab right to a user or group, I'm also granting privileges to modify the global RT at a glance. Let me show an example: Let me create a user foo who can be granted rights (Let this user be granted rights is checked). This new user isn't a member of any group, so he has no right rather than Everyone and Privileged. At this moment, global rights for these groups are the default (no global right for Everyone, and only ShowApprovalsTab for Privileged). In some queues Everyone has two rights CreateTicket and SeeQueue,
Re: [rt-users] Rights issue on Configuration - Global - RT at a glance on RT 3.8.2
PS: It seems to me that Shawn Moore also worked on fixing it. Carlos Carlos Garcia Montoro wrote: Jo and Kenn, Thank you for your comments about this issue. In the end it was a bug of RT. Fortunately, I created a ticket on http://rt3.fsck.com/ and the people from Best Practical (I think that they were Kevin Falcone and Jesse Vincent) put their hands on it immediately and they have just solved this /*security bug*/. This is part of the message posted by Kevin Falcone: The most important fix is that RT now requires the SuperUser right to edit global RT at a Glance. In all previous 3.8 releases, the ShowConfigTab right unintentionally enabled this. If you have not granted this right to any non-administrative user, then this issue should not affect you. You can read the whole in the message RT 3.8.4 Released written by Kevin. So, you probably should consider either to patch your current installation or to upgrade it. Kenn, Jo, thank you again for your help and comments, and thanks to the people of bestpractical. Best wishes, Carlos Ken Crocker wrote: Carlos, I'm with Jo on this one. We are on 3.6.4 and I have over 100 users and the majority of them do /*NOT*/ have the ShowConfigTab right yet they /*ALL*/ can modify their RT at a Glance settings. Kenn LBNL On 6/5/2009 3:13 AM, Jo Rhett wrote: Are you sure it's the global RT At a Glance? It seems everyone can modify it for themselves... On Jun 5, 2009, at 12:55 AM, Carlos Garcia Montoro wrote: Hi Kenn, hi everybody, Thank you for your answer. I was expecting the same behaviour as you. But for my unpleasant surprise, a user who only has - ShowConfigTab global right for himself. - ShowAprovalsTab global right for Privileged users. And - CreateTicket and SeeQueue in some queues as Everyone's rights in those queues. can do nothing harmful with the single exception of modifying the global RT at a glance. This behaviour has surprised me probably as much as you. Because of it, I want that someone else checks this configuration in order to see whether it is my fault (I am doing something wrong) or it is a RT bug (this happens to everybody, but it shouldn't). Greetings, Carlos PS: I found somewhere a RT installation for testing purposes, but users grants, including root, where so restricted, that I couldn't reproduce the configuration I wanted. Ken Crocker wrote: Carlos, I may be mistaken, butI think the ShowConfigTab merely allows the user to see that tab and the functions under it. The user still needs to have other rights (like ShowTemplate and ModifyTemplate) in order to see/modify templates and I'm sure the same situation exists for other objects to be modified. Kenn LBNL On 6/4/2009 2:54 AM, Carlos Garcia Montoro wrote: Sorry for posting this twice, but I'm trying to make it shorter. Please, can anyone confirm me that a user who only has the global right ShowConfigTab is able to modify the global RT at a glance? I'm using RT 3.8.2 and I would like to know if either I'm doing something wrong or this is the expected behaviour. If this were the second case, should this be considered a bug? For a longer explanation, attached you can find my previous message. Thanking you in advance, Carlos Subject: [rt-users] Rights issue on Configuration - Global - RT at a glance on RT 3.8.2 From: Carlos Garcia Montoro cgar...@ific.uv.es Date: Fri, 29 May 2009 12:18:06 +0200 To: rt-users@lists.bestpractical.com To: rt-users@lists.bestpractical.com Hello, I've a question/request about RT that I have been neither able to resolve from myself, nor have I found it at the RT wiki or googling this mailing list. I'm newbie using RT. I'm installing an organizational RT (ver. 3.8.2). We have some departments that are autonomous of each other. Thus, I want to grant some privileges for every admin group of each department. I want to allow them to handle their own queues, groups, etc. But I also want not to allow them to modify others space. I have achieved this configuration, i.e. admins are only able to see their groups, admins can see all queues but they are only allowed to modify some properties (Cc, AdminCc,...) of their own queues but not other queues. In order to do that I have granted them the global right ShowConfigTab. Otherwise they had rights but they couldn't use them (they couldn't modify group membership of their groups,...). The problem I'm suffering is this: When I grant the ShowConfigTab right to a user or group, I'm also granting privileges to modify the global RT at a glance. Let me show an example: Let me create a user foo who can be granted rights (Let this user be granted rights is checked). This new user isn't a member of any group, so he has no right rather than Everyone and Privileged. At this moment, global rights for these groups are the default (no global right for Everyone, and
Re: [rt-users] Ticket history name format change
Hi there... Sorry for the late bump, but I recently had to figure this one out on my own. I'm running RT 3.8.2 here and the best way to do this... (fix the paths and/or commands to fit your platform/installation) mkdir -p /opt/rt3/local/html/Ticket/Elements cp -p /opt/rt3/share/html/Ticket/Elements/ShowTransaction /opt/rt3/local/html/Ticket/Elements/ Edit the new file... CHANGE: % $Transaction-CreatorObj-Name % - % $TicketString % % $desc % TO: (should be around line #62 or so) % $Transaction-CreatorObj-RealName % - % $TicketString % % $desc % Restart your web server... which should clear any cache (or at least does for me). 2009/5/13 Dániel Omaisz-Takács otdmunka[at]gmail.com: Hi all, please help me, i need to change the username format in the ticket history to display not the username but the realname instead! For example: I have the users with random login chars: S2ttkt is Adam Kovacs S2ttkt - Ticket 44: Correspondence added to Adam Kovacs - Ticket 44: Correspondence added I tried changeing the Set($UsernameFormat to RealName, Verbose etc but nothing seams to modify the transaction creators name display format. Good luck, Andy ___ 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] script execution order
Hello, Wiki states that since 3.5.x, the execution order of scrips is alphanumeric by description. Is this correct? ___ 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] Scrip Help
Aaron,
We use this code:
# condition set on email transaction to create
my $trans = $self-TransactionObj;
my $msgattr = $trans-Message-First;
return 0 unless $trans-Type eq Create;
return 0 unless $msgattr;
return 1 if $msgattr-GetHeader('Received');
return 0;
Hope this helps.
Kenn
LBNL
On 6/10/2009 7:04 PM, Aaron Guise wrote:
Thanks Jerrad,
I couldn't remember where I had seen this before. I since had a good
search and found it on the Wiki.
*Regards,*
*Aaron Guise
027 212 6638
aa...@guise.net.nz mailto:aa...@guise.net.nz
*
On Thu, Jun 11, 2009 at 12:59 PM, Jerrad Pierce
jpie...@cambridgeenergyalliance.org
mailto:jpie...@cambridgeenergyalliance.org wrote:
This info exists somewhere on the wiki as a user-contributed
enhancement.
--
Cambridge Energy Alliance: Save money. Save the planet.
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
___
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] Scalability question - RT appropriate for 50K+ requests per year?
Folks, We are taking a look at RT as our helpdesk, and the basic functionality seems fine. However, I am wondering how it does under a fairly heavy load (ok - maybe it isn't heavy - but, I think of it as fairly large) of upwards of 50K requsts per year, about 200 requests per (work) day. Is anyone running that large a system? If so, could you describe your system - CPU/disk/memory/OS, etc, as well as how it performs? Anything you wish you had done different because of the size?We envision keeping tickets (closed) at least 3 years, so we would have upward of 150K tickets in the system after some time, if that matters. Thanks for any input. Scott This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cad...@hearstsc.com) immediately by email and delete the original message. ___ 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] Scrip does not send email
Guadagnino,
From what I can see, the scrip did TRY to send an Email. So the
action /did/ work. I would look at the privileges for the requestor. If
RT tries to send an Email and the Requestor doesn't have the right to
GET Emails, then RT won't find a recipient. I'm not sure, but I think
watch would be a right o look at. There may be others, but look in
that direction. BTW, did the ticket status get changed to rejected?
Kenn
LBNL
On 6/11/2009 1:44 AM, Guadagnino Cristiano wrote:
Hi all,
I am having a problem with a scrip that does not send emails as expected.
I have a queue with a mandatory custom field. If a user tries to
create a ticket in that queue from the RT interface without populating
the cf, RT will complain. However, if a user creates the ticket by
sending an email RT will happily create it.
So I created a scrip on that queue that checks if a mandatory cf is
present, and if it is - and it is not populated - it will put the
ticket in status rejected.
Settings are:
Condition: User Defined
Action: Notify Requestors
Template: Global template: Error: no mandatory CF
Stage: TransactionBatch
Custom Condition:
my $trans = $self-TransactionObj;
return 0 unless $trans-Type eq Create;
my $ticket = $self-TicketObj;
my $CustomFields = $ticket-QueueObj-TicketCustomFields();
while (my $CustomField = $CustomFields-Next()) {
my $nam = $CustomField-Name;
my $typ = $CustomField-Type;
my $vad = $CustomField-Pattern;
$RT::Logger-info( CustomField: $nam \n );
$RT::Logger-info( CustomField: $typ \n );
$RT::Logger-info( CustomField: $vad \n );
if ($vad = '(?#Mandatory)') {
my $val = $ticket-FirstCustomFieldValue($nam);
if ($val ne '') {
return 0;
} else {
$ticket-SetStatus(rejected);
}
}
}
return 1;
The scrip works as expected, but it will not send the email to the
requestor. In the log I see this:
49587 - Scrip 28 OnCreateCheckCF
(/opt/rtschedu/bin/../lib/RT/Action/SendEmail.pm:302)
[Thu Jun 11 07:53:27 2009] [info]:
rt-3.8.4-8458-1244706807-1237.3505-2...@bankadati S.I. No recipients
found. Not sending. (/opt/rtschedu/bin/../lib/RT/Interface/Email.pm:338)
I can not understand why it is saying No recipients found. Any ideas?
TIA
Bye
Cris
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] script execution order
GravyFace, Yep. I renamed many of my scrips with a 1a to 1c on scrips that modify ticket and custom fields. That way, I ensure that my notify scrips have the info available from a ticket modified ticket. That was before I understood how Prep Code and Cleanup code worked with TransactionBatch. So for me, it's a moot point. But it's still not a bad idea in case you have a couple different scrips that you want to modify data in a specific sequence. Kenn LBNL On 6/11/2009 7:12 AM, GravyFace wrote: Hello, Wiki states that since 3.5.x, the execution order of scrips is alphanumeric by description. Is this correct? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] R: Scrip does not send email
Hi Ken!
Yes, the ticket status got changed to rejected.
I'll look at the rights, but that same user receives a notification email if I
take one of his tickets, so I'm inclined to think the problem is elsewhere.
Thank you!
Bye
Cris
Da: Ken Crocker [mailto:kfcroc...@lbl.gov]
Inviato: giovedì 11 giugno 2009 16.41
A: Guadagnino Cristiano
Cc: rt-users@lists.bestpractical.com
Oggetto: Re: [rt-users] Scrip does not send email
Guadagnino,
From what I can see, the scrip did TRY to send an Email. So the action did
work. I would look at the privileges for the requestor. If RT tries to send an
Email and the Requestor doesn't have the right to GET Emails, then RT won't
find a recipient. I'm not sure, but I think watch would be a right o look at.
There may be others, but look in that direction. BTW, did the ticket status get
changed to rejected?
Kenn
LBNL
On 6/11/2009 1:44 AM, Guadagnino Cristiano wrote:
Hi all,
I am having a problem with a scrip that does not send emails as expected.
I have a queue with a mandatory custom field. If a user tries to create a
ticket in that queue from the RT interface without populating the cf, RT will
complain. However, if a user creates the ticket by sending an email RT will
happily create it.
So I created a scrip on that queue that checks if a mandatory cf is present,
and if it is - and it is not populated - it will put the ticket in status
rejected.
Settings are:
Condition: User Defined
Action: Notify Requestors
Template: Global template: Error: no mandatory CF
Stage: TransactionBatch
Custom Condition:
my $trans = $self-TransactionObj;
return 0 unless $trans-Type eq Create;
my $ticket = $self-TicketObj;
my $CustomFields = $ticket-QueueObj-TicketCustomFields();
while (my $CustomField = $CustomFields-Next()) {
my $nam = $CustomField-Name;
my $typ = $CustomField-Type;
my $vad = $CustomField-Pattern;
$RT::Logger-info( CustomField: $nam \n );
$RT::Logger-info( CustomField: $typ \n );
$RT::Logger-info( CustomField: $vad \n );
if ($vad = '(?#Mandatory)') {
my $val = $ticket-FirstCustomFieldValue($nam);
if ($val ne '') {
return 0;
} else {
$ticket-SetStatus(rejected);
}
}
}
return 1;
The scrip works as expected, but it will not send the email to the requestor.
In the log I see this:
49587 - Scrip 28 OnCreateCheckCF
(/opt/rtschedu/bin/../lib/RT/Action/SendEmail.pm:302)
[Thu Jun 11 07:53:27 2009] [info]:
rt-3.8.4-8458-1244706807-1237.3505-2...@bankadati
S.I.mailto:rt-3.8.4-8458-1244706807-1237.3505-2...@bankadatis.i. No
recipients found. Not sending.
(/opt/rtschedu/bin/../lib/RT/Interface/Email.pm:338)
I can not understand why it is saying No recipients found. Any ideas?
TIA
Bye
Cris
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.commailto:sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] It is posible to see custom fields in SelfService area for unprivileged users?
Hi All, It is posible to see custom fields in SelfService area for unprivileged users? If yes How? I was looking on the wiki and google but I could don't found the solution. I trying to modify all permissions but unprivileged users never see the custom fields. Im using RT 3.8.3 Please, could some body help me with a tutorial step by step? Thanks in advance Julio Kalizsky ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.8.2 - Query Builder - Dashboards
No problem, MarcAnthony. -- Cassandra Phillips-Sears cassan...@bestpractical.com Office Manager Best Practical Solutions, LLC http://www.bestpractical.com On Jun 9, 2009, at 2:15 PM 6/9/09, MarcAnthony Barrette wrote: very helpful indeed, thanks for digging up this old post MarcAnthony Barrette Sr. Technical Support Manager e. marcanthony.barre...@theportalgrp.com e. marcanthony_barre...@toyota.com m. 415.350.1143 On Tue, Jun 9, 2009 at 10:50 AM, Cassandra Phillips-Sears cassan...@bestpractical.com wrote: On Jun 8, 2009, at 5:51 PM 6/8/09, Matthew Seaman wrote: MarcAnthony Barrette wrote: snip Also I would like to build a dashboard for Tickets Due Today and ones for Tomorrow. W/o having to go and change the Due is before date each day can It auto popolate based upon today's day +1 ? You can use relative terms like 'today', 'tomorrow' or '3 days ago' in the time fields for date based searches. They're interpreted every time the search is run. That should be sufficient for you to build your dashboards. Hello, MarcAnthony. If you are trying to use relative search terms like Matthew described, there is a thread in the archives that might help you; take a look at the Relative Dates in Search thread here: http://lists.fsck.com/pipermail/rt-users/2009-February/thread.html -- Cassandra Phillips-Sears Office Manager Best Practical Solutions, LLC http://www.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ 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] R: Scrip does not send email
Guad,
IF that person /IS/ getting other emails, is it from the same queue?
But I think you're right. It is somewhere else, but NOT the scrip. The
scrip is fine.
Kenn
LBNL
On 6/11/2009 7:46 AM, Guadagnino Cristiano wrote:
Hi Ken!
Yes, the ticket status got changed to rejected.
I'll look at the rights, but that same user receives a notification
email if I take one of his tickets, so I'm inclined to think the
problem is elsewhere.
Thank you!
Bye
Cris
*Da:* Ken Crocker [mailto:kfcroc...@lbl.gov]
*Inviato:* giovedì 11 giugno 2009 16.41
*A:* Guadagnino Cristiano
*Cc:* rt-users@lists.bestpractical.com
*Oggetto:* Re: [rt-users] Scrip does not send email
Guadagnino,
From what I can see, the scrip did TRY to send an Email. So the
action /did/ work. I would look at the privileges for the requestor.
If RT tries to send an Email and the Requestor doesn't have the right
to GET Emails, then RT won't find a recipient. I'm not sure, but I
think watch would be a right o look at. There may be others, but
look in that direction. BTW, did the ticket status get changed to
rejected?
Kenn
LBNL
On 6/11/2009 1:44 AM, Guadagnino Cristiano wrote:
Hi all,
I am having a problem with a scrip that does not send emails as expected.
I have a queue with a mandatory custom field. If a user tries to
create a ticket in that queue from the RT interface without populating
the cf, RT will complain. However, if a user creates the ticket by
sending an email RT will happily create it.
So I created a scrip on that queue that checks if a mandatory cf is
present, and if it is - and it is not populated - it will put the
ticket in status rejected.
Settings are:
Condition: User Defined
Action: Notify Requestors
Template: Global template: Error: no mandatory CF
Stage: TransactionBatch
Custom Condition:
my $trans = $self-TransactionObj;
return 0 unless $trans-Type eq Create;
my $ticket = $self-TicketObj;
my $CustomFields = $ticket-QueueObj-TicketCustomFields();
while (my $CustomField = $CustomFields-Next()) {
my $nam = $CustomField-Name;
my $typ = $CustomField-Type;
my $vad = $CustomField-Pattern;
$RT::Logger-info( CustomField: $nam \n );
$RT::Logger-info( CustomField: $typ \n );
$RT::Logger-info( CustomField: $vad \n );
if ($vad = '(?#Mandatory)') {
my $val = $ticket-FirstCustomFieldValue($nam);
if ($val ne '') {
return 0;
} else {
$ticket-SetStatus(rejected);
}
}
}
return 1;
The scrip works as expected, but it will not send the email to the
requestor. In the log I see this:
49587 - Scrip 28 OnCreateCheckCF
(/opt/rtschedu/bin/../lib/RT/Action/SendEmail.pm:302)
[Thu Jun 11 07:53:27 2009] [info]:
rt-3.8.4-8458-1244706807-1237.3505-2...@bankadati S.I.
mailto:rt-3.8.4-8458-1244706807-1237.3505-2...@bankadatis.i. No
recipients found. Not sending.
(/opt/rtschedu/bin/../lib/RT/Interface/Email.pm:338)
I can not understand why it is saying No recipients found. Any ideas?
TIA
Bye
Cris
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com mailto:sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Question on use of Category in a scrip
It might be good if someone could update the wiki with this code, but
I don't think I should be the one to do it as I'm not a programmer. ;)
I think it might be helpful for others trying to answer this question
in the future.
--
Cassandra Phillips-Sears
Office Manager
Best Practical Solutions, LLC
http://www.bestpractical.com
On Jun 10, 2009, at 11:12 AM 6/10/09, Rémi wrote:
Hi Ken,
here is the code I use to do what you want (quite painful like Jesse
says ...)
my $CustomFieldObj = RT::CustomField-new($_[0]-CurrentUser);
$CustomFieldObj-LoadById($field);
my $CFVs = $CustomFieldObj-Values;
while ($CFVs and my $value = $CFVs-Next ) {
if ($value-Name eq $_[0]-FirstCustomFieldValue($field)){
return $value-Category;
}
}
($_[0] is a the Ticket object and $field is the CF id)
Rémi
2009/6/9 Ken Crocker kfcroc...@lbl.gov
Jesse,
Painful?? Please explain. I'd love to hear it.
Kenn
LBNL
On 6/9/2009 11:56 AM, Jesse Vincent wrote:
On Tue 9.Jun'09 at 11:26:08 -0700, Ken Crocker wrote:
Jesse,
I was thinking that that particular command gave me the Custom
Field value
only. I don't see where the category value for that CF can be
determined from
that code.
Indeed. I misread your question. Category is an attribute of the
CustomFieldValue, itself. Getting at it will require some more work
and will be a bit painful
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] Organization Name Change Caused New Ticket Instead of Adding Correspondence
Hi all, Very new with RT and already in trouble. I upgraded from 3.4.4 to 3.8.2. Things look good. But I foolishly made the following changes without realising the consequences: old: Set($rtname, 'CompanyName'); Set($Organization, 'CompanyName'); new: Set($rtname, 'Company Name'); Set($Organization, 'Company Name'); which caused a new ticket to be created instead of adding the correspondence to the existing ticket with the old subject header because of the now mismatching subject header. Please tell me I can fix this? I've changed it back and things seem good again but how can I merge the new tickets created with the old ones? Any help will be highly appreciated. Thanks. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Organization Name Change Caused New Ticket Instead of Adding Correspondence
Hi all, Very new with RT and already in trouble. I upgraded from 3.4.4 to 3.8.2. Things look good. But I foolishly made the following changes without realising the consequences: old: Set($rtname, 'CompanyName'); Set($Organization, 'CompanyName'); new: Set($rtname, 'Company Name'); Set($Organization, 'Company Name'); which caused a new ticket to be created instead of adding the correspondence to the existing ticket with the old subject header because of the now mismatched subject header. Please tell me I can fix this? I've changed it back and things seem good again but how can I merge the new tickets created with the old ones? Any help will be highly appreciated. 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] [Rt-announce] RTFM 2.4.2 Released
We are happy to announce that RTFM 2.4.2 is now ready for download It includes a number of bugfixes and an important compatibility fix which you need to use RTFM with RT 3.8.3 or greater. You can download it from: http://download.bestpractical.com/pub/rt/release/RTFM-2.4.2.tar.gz http://download.bestpractical.com/pub/rt/release/RTFM-2.4.2.tar.gz.sig SHA1 sums d96b0cd58d983098e4543143aef06b351fdd4a84 RTFM-2.4.2.tar.gz bbdf23e5da00e6b464f15d72adfe16f43e70837b RTFM-2.4.2.tar.gz.sig Changelog: BUG === * load TransactionCollection before calling new() on it in the upgrade scripts * 3.8.3 starts looking for rights granted via objects other than tickets * float article searching to the right so it doesn't stack under GotoTicket * Move search headers back over to the left (ticket 13134) * fix acl creation on more recent Pg versions * Fix SQL to not find topics from Class 1 when looking for global topics * Wording cleanups on reply pages [sartak] * rename schema.mysql-4.0-4.1.pl to upgrade-mysql-schema.pl and port improvements from RT (accessing remote hosts and more efficient SQL) * Don't look at non-RTFM Custom Fields during a search even if they happen to be named Class * Refactor plugin overriding in tests to play well with RTIR's tests * fix an issue with 'use 5.8.3' and perl 5.10 [ian norton] DOC === * better upgrade instructions for 2.0 on a new machine * updated it.po [Nicola Murino] * fix fr.po file to be all utf8 [elacour] pgpgbRnGicFaK.pgp Description: PGP signature ___ RT-Announce mailing list rt-annou...@lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce ___ 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] Scalability question - RT appropriate for 50K+ requests per year?
On Thu, Jun 11, 2009 at 10:16:48AM -0400, Lander, Scott wrote: Folks, We are taking a look at RT as our helpdesk, and the basic functionality seems fine. However, I am wondering how it does under a fairly heavy load (ok - maybe it isn't heavy - but, I think of it as fairly large) of upwards of 50K requsts per year, about 200 requests per (work) day. Is anyone running that large a system? If so, could you describe your system - CPU/disk/memory/OS, etc, as well as how it performs? Anything you wish you had done different because of the size?We envision keeping tickets (closed) at least 3 years, so we would have upward of 150K tickets in the system after some time, if that matters. Thanks for any input. Scott Scott, We have been using RT here for the past few years and our ticket load is close to what you describe above. We currently have just over 200k tickets in the system. We are currently on the initial hardware purchase 5 years ago of 2 Dell 2650's with a internal RAID controller to manage the disks. We purchased two to provide a redundant environment that would allow our ticket system to survive the failure of a complete box. On the assumption, that it will be hard to manage repairs to critical systems without an out-of-band trouble ticket tracking system to consolidate work. The web frontend runs on one of the boxes and the PostgreSQL DB runs on the other box. The DB is replicated to the frontend box and a copy of the frontend software is available on the DB backend to allow it to also serve as the frontend. The boxes each have 4GB of memory, 2 3.0GHz Xeon, 6 x 146GB SCSI + battery backed NVRAM cache. This system is currently running RT 3.4.5pre1 and PostgreSQL 8.3.5. We are currently preparing to upgrade to RT 3.8.x with a PostgreSQL 8.3.x backend on 2 similarly configured Dell 2950's. My comments about the hardware are that it is easily able to handle the number of requests that you need. I can not really tell you how little resources you can get away with using. Others have been using VM's to good effect. I would say that one of the major complaints that we have had concerned the ability to perform full-text searches within the attachments and large custom fields. I would recommend a backend DB that supports that functionality: Oracle and PostgreSQL. Good luck and I hope this helps. Regards, Ken ___ 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] Size limit in RT 3.8.2 rich text editor?
I have users that type large messages and/or paste text into the RT editor that say it is getting truncated. Is there a size limit to the amount of text that the rich text box can handle, or another reason why it would truncate? Would this pertain to some of the IE bugs that were fixed in RT 3.8.3? Thanks, -Tim ___ 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] help in creating Scrips
Thank you very Matthew for that concise response. Appreciate it!
Follow-up though or anyone who understand scrips, kindly help.
Please teach me what is OPERATOR = '=', ENTRYAGGREGATOR,
OPERATOR value is expecting from status.
This is the line from the scrip:
$search-LimitStatus(VALUE = 'new', OPERATOR = '=', ENTRYAGGREGATOR =
'or');
$search-LimitStatus(VALUE = 'open', OPERATOR = '=');
The entire script is below.
Thank you very much!
Roehl
# If the subject of the ticket matches a pattern suggesting
# that this is a Nagios RECOVERY message AND there is
# an existing ticket (open or new) in the General queue with a matching
# problem description, (that is not this ticket)
# merge this ticket into that ticket
#
# Based on http://marc.free.net.ph/message/20040319.180325.27528377.en.html
my $problem_desc = undef;
my $Transaction = $self-TransactionObj;
my $subject = $Transaction-Attachments-First-GetHeader('Subject');
if ($subject =~ /\*\* RECOVERY (\w+) - (.*) OK \*\*/) {
# This looks like a nagios recovery message
$problem_desc = $2;
$RT::Logger-debug(Found a recovery msg: $problem_desc);
} else {
return 1;
}
# Ok, now let's merge this ticket with it's PROBLEM msg.
my $search = RT::Tickets-new($RT::SystemUser);
$search-LimitQueue(VALUE = 'General');
$search-LimitStatus(VALUE = 'new', OPERATOR = '=', ENTRYAGGREGATOR = 'or');
$search-LimitStatus(VALUE = 'open', OPERATOR = '=');
if ($search-Count == 0) { return 1; }
my $id = undef;
while (my $ticket = $search-Next) {
# Ignore the ticket that opened this transation (the recovery one...)
next if $self-TicketObj-Id == $ticket-Id;
# Look for nagios PROBLEM warning messages...
if ( $ticket-Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) {
if ($2 eq $problem_desc){
# Aha! Found the Problem TICKET corresponding to this RECOVERY
# ticket
$id = $ticket-Id;
# Nagios may send more then one PROBLEM message, right?
$RT::Logger-debug(Merging ticket .
$self-TicketObj-Id . into $id because of OA number match.);
$self-TicketObj-MergeInto($id);
# Keep looking for more PROBLEM tickets...
}
}
}
$id || return 1;
# Auto-close/resolve this whole thing
$self-TicketObj-SetStatus( resolved );
1;
On Thu, Jun 11, 2009 at 3:37 AM, Matthew Seaman
matthew.sea...@thebunker.net wrote:
rmp dmd wrote:
Thank you very much Drew. Your link definitely is a big help.
The syntax are quite different with the programming applications that I
am
familiar (very few though). It's very hard modifying it for our specific
use. Is there a guide about this?
These are perl regular expressions. See
http://perldoc.perl.org/perlre.html for details, but the following
means...
For starters, someone kindly teach me the meaning of \w+) - (.*) (\w+) on
Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ )
/ -- start of matching operator
\*\*-- match two * characters literally. Without
the \ escape, * is an operator that means
'zero or more times'
PROBLEM -- match literal text
( -- start of capture group
\w+ -- one or more 'word' characters
) -- close capture group
- -- match literal text
(.*) -- capture group of zero or
more of any sequence of
characters. '.' is the
wildcard character
-- match literal ' ' char
(\w+) -- capture group of one
or more word chars.
-- another space
\*\* -- two more stars
/ -- end of match
expression
Note that all the white space in the expression also has to match
literally. In summary this captures 3 strings out of the matched
text: the first word after '** PROBLEM ', Everything in the middle
and then the last word at the end before ' **'.
and *(\d\d\d\d\d\d?) on
$subject =~ /\D*(\d\d\d\d\d\d?)\D*/)
\D is a non-digit character. \d is a digit, so this matches any
number of non-digit characters \D*, then it captures 5 digits
\d\d\d\d\d and possibly also a 6th digit \d? (? is an operator
meaning 0 or 1 times) followed by any number of non-digit characters
\D* again. You could write the capture expression bit as (\d{5,6})
meaning 'from 5 to 6 digits'
Cheers,
Matthew
--
Dr Matthew Seaman
[rt-users] SITE_CONFIG_FILE
Hi, Is there a way to override the SITE_CONFIG_FILE location? It seems no matter what argument I put in configure to change the location of RT_SiteConfig.pm it still says: SITE_CONFIG_FILE=$(CONFIG_FILE_PATH)/RT_SiteConfig.pm in Makefile. I need to change this to /etc/RT_SiteConfig.pm. Any Ideas? Cheers, Hossein Rafighi ___ 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] logging in scrip conditions?
Have a scrip that's not firing for some reason. Want to write to the rt.log with some debug info, but the Logger doesn't seem to be accessible from the scrip conditions. Of course, my Perl-fu is pretty abyssmal. This possible? ___ 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] logging in scrip conditions?
GravyFace, I usually do this in my Dev environment where I first change the RT_SiteConfig.pm file to turn on logging: * Set($DevelMode, '1');. *This is OFF in production as it would make everything run REALLY slow. Then I insert the following code whereever I want to display something in the log: $RT::Logger-info(Resolution Type NOT SET!); That should do it. Hope this helps. Kenn LBNL On 6/11/2009 11:08 AM, GravyFace wrote: Have a scrip that's not firing for some reason. Want to write to the rt.log with some debug info, but the Logger doesn't seem to be accessible from the scrip conditions. Of course, my Perl-fu is pretty abyssmal. This possible? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] logging in scrip conditions?
Ah. Forgot to enable logging; thanks Ken. On Thu, Jun 11, 2009 at 2:39 PM, Ken Crocker kfcroc...@lbl.gov wrote: GravyFace, I usually do this in my Dev environment where I first change the RT_SiteConfig.pm file to turn on logging: Set($DevelMode, '1');. This is OFF in production as it would make everything run REALLY slow. Then I insert the following code whereever I want to display something in the log: $RT::Logger-info(Resolution Type NOT SET!); That should do it. Hope this helps. Kenn LBNL On 6/11/2009 11:08 AM, GravyFace wrote: Have a scrip that's not firing for some reason. Want to write to the rt.log with some debug info, but the Logger doesn't seem to be accessible from the scrip conditions. Of course, my Perl-fu is pretty abyssmal. This possible? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Large attachments - how to warn user before dropped
Hi, I need the changes made to Create.html to notify users that the attachment has not been added because it exceeds the Max size. Thanks in advance. For the Update.html, I used the code from Eric Shultz and it works fine. My RT version is 3.8.1 Best regards. ___ 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] Size limit in RT 3.8.2 rich text editor?
-Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Flynn, Timothy J Sent: Thursday, June 11, 2009 11:16 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Size limit in RT 3.8.2 rich text editor? I have users that type large messages and/or paste text into the RT editor that say it is getting truncated. Is there a size limit to the amount of text that the rich text box can handle, or another reason why it would truncate? Would this pertain to some of the IE bugs that were fixed in RT 3.8.3? Thanks, -Tim -End Original Message- Tim, I had the IE problems (in fact, I'm upgrading from 3.8.2 to 3.8.4 as I type this), but I also had issues if I pasted text from Word or Outlook into the rich-text editor without using the Paste from Word or Paste as plain text tool button. A straight Ctrl-V pastes a *ton* of M$-specific XHTML tags, making the result too large or is not plain text. HTH, Mike ___ 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] Email copies of replies to senders
Hi rt-users, I'm not sure where to look for this and I couldn't find where in the config or preferences this can be done, but is is possible to have replies sent to the replying person? So if I reply to a ticket, I would get a copy of my own reply as well as the other people? Thanks, - Dominic ___ 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] help in creating Scrips
Thank you very much Raed.
This problem explains while I merging the newly created tickets to a ticket
with status 'new' on the top of the list.
I need to merge new ticket to an existing ticket with subject matching **
PROBLEM - any words - CRITICAL ** .
1st request, this is a match: #2316: ** PROBLEM alert - Echo PC02/check_usa
is CRITICAL **
2nd request, this is a match: #2317: ** PROBLEM alert - Echo PC02/check_usa
is CRITICAL **
The existing ticket has an ID: 2312 with Subject: ** PROBLEM alert - Echo
PC02/check_usa is CRITICAL **
I will merge ticket 2316 and 2317 with 2312.
Somehow this merge to a ticket DRP with ID 720. This is ticket is on the
top of IT queue list
223 Centralize Sever login open IT
668 test on Saturn open IT
720 DRP new IT
745 Backup - all corporate open IT
873 Image Ken Gen open IT
1135 DSS-3 tapes new IT
Below is the script. I hope somebody can help.
Thanks!
Roehl
my $oa = undef;
my $Transaction = $self-TransactionObj;
my $subject = $Transaction-Attachments-First-GetHeader('Subject');
if ( $subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) {
$oa = $1;
#$RT::Logger-debug(Found oa: $oa);
}
else { return 1; }
my $TicketsObj = RT::Tickets-new($RT::SystemUser);
$TicketsObj-LimitQueue(VALUE = 'IT');
$TicketsObj-LimitStatus(VALUE = 'new');
$TicketsObj-LimitStatus(VALUE = 'open');
if ($TicketsObj-Count == 0) { return 1; }
my $id = undef;
while (my $ticket = $TicketsObj-Next) {
next if $self-TicketObj-Id == $ticket-Id;
$id = $ticket-Id;
last;
}
$id || return 1;
$RT::Logger-debug(Merging ticket . $self-TicketObj-Id . into $id
because of OA number match.);
$self-TicketObj-MergeInto($id);
1;
___
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] ticket creation based on subject
Hi, I'm sending a lot of questions and been getting substantial and concise responses. This mailing lists is the best on all the mailing list. members provided the answer accurately and extensively. Thanks very much guys! Anyway, I have another question. Is there a way or an exisiting scrip to filter subject with ** RECOVERY and alert and OK ** , then do not create a ticket but just send email to AdminCC. Yes, the request email is coming from Nagios alerts. Thanks for the great help! Roehl ___ 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] ticket creation based on subject
I have also found this mailing list extremely helpful, and finally someone asked a question I can help with. On the wiki there is a scrip,http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages , that will merge the Problem and Recovery notices then automatically close the ticket. If you don't want the ticket to be automatically closed, you can replace the second to last line, $self-TicketObj-SetStatus( resolved ); with the action you do want to happen. Hope this helps, Jeremy On Thu, 2009-06-11 at 16:59 -0400, rmp dmd wrote: Hi, I'm sending a lot of questions and been getting substantial and concise responses. This mailing lists is the best on all the mailing list. members provided the answer accurately and extensively. Thanks very much guys! Anyway, I have another question. Is there a way or an exisiting scrip to filter subject with ** RECOVERY and alert and OK ** , then do not create a ticket but just send email to AdminCC. Yes, the request email is coming from Nagios alerts. Thanks for the great help! Roehl ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Email copies of replies to senders
Dominic, RT doesn't normally notify the initiator of a transaction, as it would be redundant (plus there is a record of the reply in the ticket history). However, if that is what you want, you need to turn on the Notify Actor setting in your RT_SiteConfig.pm file located at $RTHOME/etc. Hope this helps. Kenn LBNL On 6/11/2009 12:44 PM, Dominic Lepiane wrote: Hi rt-users, I'm not sure where to look for this and I couldn't find where in the config or preferences this can be done, but is is possible to have replies sent to the replying person? So if I reply to a ticket, I would get a copy of my own reply as well as the other people? Thanks, - Dominic ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] saved searches via email?
Haven't seen anything like this in the wiki, but a useful feature for our mobile guys would be to setup a search@ action/alias in the rt-mailgate that would parse, query, and respond via email with saved searches. One example I can think of off the bat would be the dashboard's My Top 10 Highest Priority Tickets which would send essentially the same summary data as an email to the technician. Anyone done anything like this? Anyone extended the rt-mailgate to add custom alias/actions before? ___ 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] ticket creation based on subject
Thank you very much jeremy. It is a big help. someone kindly show me the syntax for: - ignoring the request (basically do nothing) - send or forward the message to AdminCC thanks! On Thu, Jun 11, 2009 at 5:51 PM, Jeremy Winder jwin...@logicalsi.comwrote: I have also found this mailing list extremely helpful, and finally someone asked a question I can help with. On the wiki there is a scrip,http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages , that will merge the Problem and Recovery notices then automatically close the ticket. If you don't want the ticket to be automatically closed, you can replace the second to last line, $self-TicketObj-SetStatus( resolved ); with the action you do want to happen. Hope this helps, Jeremy On Thu, 2009-06-11 at 16:59 -0400, rmp dmd wrote: Hi, I'm sending a lot of questions and been getting substantial and concise responses. This mailing lists is the best on all the mailing list. members provided the answer accurately and extensively. Thanks very much guys! Anyway, I have another question. Is there a way or an exisiting scrip to filter subject with ** RECOVERY and alert and OK ** , then do not create a ticket but just send email to AdminCC. Yes, the request email is coming from Nagios alerts. Thanks for the great help! Roehl ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] External requester can't see own tickets
From the self-service page. This is a global issue. My users are authenticated via ldap. The initial page shows Open Tickets, Closed Tickets and New Ticket on the left side. Clicking either Open or Closed Tickets does not return anything. --- This is the issue I hope to fix Goto ticket works fine. This is RT 3.8.3 I see this problem in forums from awhile back (years), but couldn't find a solution. I have played with both global roles and groups (gave all rights to all roles and all groups) without success. (This is a test system, not production!) Maybe this is the way it is supposed to be? But, if so, what are those buttons for? Any suggestions? This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cad...@hearstsc.com) immediately by email and delete the original message. ___ 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] Update: External requester can't see own tickets
On more thought - maybe the problem is that my ldap authentication isn't actually working as I expected. I was using my own account (slander) to login via ldap, and the login works. But - I had the admin account email set as my email. So, when I created a ticket using my email as the requester name, it was actually owned by the root account. I changed the email of the root account, and attempted to create another ticket from my own (ldap) account, and now I get: Could not find or create that user The ticket is created, but the requestor field is empty. History shows slander - created ticket. Anyone have any pointers? From the self-service page. This is a global issue. My users are authenticated via ldap. The initial page shows Open Tickets, Closed Tickets and New Ticket on the left side. Clicking either Open or Closed Tickets does not return anything. --- This is the issue I hope to fix Goto ticket works fine. This is RT 3.8.3 I see this problem in forums from awhile back (years), but couldn't find a solution. I have played with both global roles and groups (gave all rights to all roles and all groups) without success. (This is a test system, not production!) Maybe this is the way it is supposed to be? But, if so, what are those buttons for? Any suggestions? This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cad...@hearstsc.com) immediately by email and delete the original message. ___ 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
