Re: [rt-users] user rights for basic on dashboard
Hi Can some one give me some reference at least :( Thanks and Regards From: Asanka Gunasekera asanka_gunasek...@yahoo.co.uk To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Tuesday, 10 July 2012, 13:07 Subject: user rights for basic on dashboard Hi I am having 3 issues in user permissions 1. When I try to create a ticket as minimum privileged user on a queue I can see and select the “status” and the “owner” under Basics. How can I hide this from selected users (requesters) 2. When the requester goes in to basic under ticket, here too he can see this users list, can we disable this as well from a selected users. 3. Is there any chance of we display closed issues by queue on the dashboard Thanks and Regards
[rt-users] Delete parts of a ticket ?
Good morning, one of our customer sent mistakenly ~50 out-of-office-replies to one ticket (great ...) L Any idea to delete parts of a ticket ? I tried with shredder, but I don't want to delete whole ticket Cheers - Michael
Re: [rt-users] Delete parts of a ticket ?
On Thu, Jul 12, 2012 at 11:30 AM, Michael Polenske michael.polen...@skm-skyline.de wrote: Good morning, one of our customer sent mistakenly ~50 out-of-office-replies to one ticket (great …) L Any idea to delete parts of a ticket ? I tried with shredder, but I don’t want to delete whole ticket …. Shredder can delete transactions using Object plugin. In 4.0 you can delete txns with SQL and cleanup everything with rt-validator. Cheers - Michael -- Best regards, Ruslan.
[rt-users] Add new column to quick search
Hi I am using RT 4 and I need to add new column that would show all resolved ticket count to quick Search and I could not find any place that would give me some step by step instruction how to do this Can some one point me how do this Thanks and Regards
Re: [rt-users] user rights for basic on dashboard
On Tue, Jul 10, 2012 at 10:37 AM, Asanka Gunasekera asanka_gunasek...@yahoo.co.uk wrote: Hi I am having 3 issues in user permissions 1. When I try to create a ticket as minimum privileged user on a queue I can see and select the “status” and the “owner” under Basics. How can I hide this from selected users (requesters) By conditionally hiding this inputs in mason components. People would still be able to set them using arguments in URL, but it would require effort and knowledge. 2. When the requester goes in to basic under ticket, here too he can see this users list, can we disable this as well from a selected users. Again, hide code with conditions. 3. Is there any chance of we display closed issues by queue on the dashboard Not sure what you mean here. Thanks and Regards -- Best regards, Ruslan.
Re: [rt-users] Add new column to quick search
On Thu, Jul 12, 2012 at 2:26 PM, Asanka Gunasekera asanka_gunasek...@yahoo.co.uk wrote: Hi I am using RT 4 and I need to add new column that would show all resolved ticket count to quick Search and I could not find any place that would give me some step by step instruction how to do this Can some one point me how do this I think only in code and I wouldn't recommend it. Think twice. Do you really need this number? In RT4 Quick search is implemented in two components, layout is slightly different. One component limits statuses in SQL, another does not. With large databases difference is 0.001s vs. 1s correspondingly. We have a branch that fixes this. If you add resolved to the list then with each day quick search will be slower. It's not very cachable as each user has his own result depending on his rights. Thanks and Regards -- Best regards, Ruslan.
Re: [rt-users] Add new column to quick search
On Thu, Jul 12, 2012 at 12:26:09PM +0100, Asanka Gunasekera wrote: Hi I am using RT 4 and I need to add new column that would show all resolved ticket count to quick Search and I could not find any place that would give me some step by step instruction how to do this Can some one point me how do this Thanks and Regards Hi Asanka, This is a really, really bad idea unless your ticket is expected to be so low that a trouble ticket system is not really needed. It will result in a basically unbounded slowdown of the main RT screen over time. My two cents. Cheers, Ken
[rt-users] RT4 with Shibboleth?
Has anyone on this listed tried to shibboleth with RT4? There is some information on a couple of different ways to integrate RT 3 with Federated logins and even the very old CPAN module, RT-Authen-Federation, but I haven't been able to find any info about anyone having done it with RT4. I realize it might be a long shot, but wanted to post in-case someone on this list had setup RT4 with Shib. -- Thanks Andy -- Andy Fleming - RHCE Sr Systems Administrator Kansas Research and Education Network aflem...@kanren.net Office: 785-856-9800 x 9806 KanREN - Advanced Network Solutions for the Research and Education Community
Re: [rt-users] Add new column to quick search
If you have the indexing set up (which I highly recommend because it's crazy fast comparatively). Why not make a saved search (public or private) and attach it to a dashboard. If you need multiple ones per queue. You would need several. But you'd only have to make them once. May not work for your needs, but it is a thought. Sent from my mobile device. On Jul 12, 2012, at 8:31 AM, k...@rice.edu k...@rice.edu wrote: On Thu, Jul 12, 2012 at 12:26:09PM +0100, Asanka Gunasekera wrote: Hi I am using RT 4 and I need to add new column that would show all resolved ticket count to quick Search and I could not find any place that would give me some step by step instruction how to do this Can some one point me how do this Thanks and Regards Hi Asanka, This is a really, really bad idea unless your ticket is expected to be so low that a trouble ticket system is not really needed. It will result in a basically unbounded slowdown of the main RT screen over time. My two cents. Cheers, Ken
Re: [rt-users] RT4 with Shibboleth?
On Thu, Jul 12, 2012 at 09:31:34AM -0500, Andy Fleming wrote: Has anyone on this listed tried to shibboleth with RT4? There is some information on a couple of different ways to integrate RT 3 with Federated logins and even the very old CPAN module, RT-Authen-Federation, but I haven't been able to find any info about anyone having done it with RT4. I realize it might be a long shot, but wanted to post in-case someone on this list had setup RT4 with Shib. Assuming you have an Apache module that supports doing the shiboleth auth, all RT needs is for you to configure the WebExternalAuth configuration variables that you can read about in RT_Config.pm and set in RT_SiteConfig.pm If you need the more complex mapping provided by RT-Authen-Federation, have you tried it? I know the person who developed it was using it against a 3.8 install within the last year. -kevin pgpqJfl3VnRg3.pgp Description: PGP signature
[rt-users] Perl API: list of available queues, owners, status
Hello, Is there a way/example of how to get a list of queues, owners, status using the Perl API? I want to cycle through making a list counts for each owner and queue by status. Thanks Richard --- Dr. Richard G. McMahon| Phone (office) 44-(0)-1223-337519 University of Cambridge | (switchboard) 1223-337548 Institute of Astronomy| (secretary) 1223-337516 Madingley Rd | FAX 1223-337523 Cambridge, CB3 OHA, UK. | mobile7885-409019 Office: Hoyle 18 | home 1223-359770 --- email: r...@ast.cam.ac.uk | WWW:http://www.ast.cam.ac.uk/~rgm richardgmcma...@gmail.com | skype:richardgmcmahon ---
[rt-users] Backing up RT's configuration files?
Hello all. I have temporary custodianship over our RT server and would like to implement some sort of simple script backup system. I'm planning on just dumping a copy of the database onto our backup server but what other files should I tar and move off the host? I am not very familiar with the underpinnings of RT so it's difficult for me to decide what to backup. What files/directories should I backup so that I can quickly recover the RT server and our ticket content in the event of Something Bad(TM)? Thanks. -- Kevin Elliott Network Specialist City and Borough of Juneau, MIS (907) 586 - 0905
[rt-users] R: Backing up RT's configuration files?
Hi Kevin, I think it's enough to back up: - etc/ containing RT's config files - local/ containing all the extensions you added and your own customizations Regards Inizio: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] per conto di Kevin Elliott [kevin_elli...@ci.juneau.ak.us] Inviato: giovedì 12 luglio 2012 19.52 Fine: rt-users@lists.bestpractical.com Oggetto: [rt-users] Backing up RT's configuration files? Hello all. I have temporary custodianship over our RT server and would like to implement some sort of simple script backup system. I'm planning on just dumping a copy of the database onto our backup server but what other files should I tar and move off the host? I am not very familiar with the underpinnings of RT so it's difficult for me to decide what to backup. What files/directories should I backup so that I can quickly recover the RT server and our ticket content in the event of Something Bad(TM)? Thanks. -- Kevin Elliott Network Specialist City and Borough of Juneau, MIS (907) 586 - 0905 Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer.
Re: [rt-users] Perl API: list of available queues, owners, status
On Thu, Jul 12, 2012 at 7:58 PM, Richard McMahon r...@ast.cam.ac.uk wrote: Hello, Is there a way/example of how to get a list of queues, owners, status using the Perl API? I want to cycle through making a list counts for each owner and queue by status. You want count tickets groupped by queue, owner and status, right? You really don't want to iterate over anything. It will be very slow. Instead take a look at how QueueSummaryBy* files do it in RT 4.0 and how RT::Extension::SummaryByUser (on CPAN) does similar task. You just need to combine two tables into one big table. Thanks Richard -- Best regards, Ruslan.
Re: [rt-users] Perl API: list of available queues, owners, status
Hi, I am doing some ASCII perl reports and one of the options is to supply the queue name. I want to be able to get a list of the queues that are available as an input check. r. On Thu, 12 Jul 2012, Ruslan Zakirov wrote: Date: Thu, 12 Jul 2012 21:30:15 +0300 From: Ruslan Zakirov r...@bestpractical.com To: Richard McMahon r...@ast.cam.ac.uk Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Perl API: list of available queues, owners, status On Thu, Jul 12, 2012 at 7:58 PM, Richard McMahon r...@ast.cam.ac.uk wrote: Hello, Is there a way/example of how to get a list of queues, owners, status using the Perl API? I want to cycle through making a list counts for each owner and queue by status. You want count tickets groupped by queue, owner and status, right? You really don't want to iterate over anything. It will be very slow. Instead take a look at how QueueSummaryBy* files do it in RT 4.0 and how RT::Extension::SummaryByUser (on CPAN) does similar task. You just need to combine two tables into one big table. Thanks Richard --- Dr. Richard G. McMahon| Phone (office) 44-(0)-1223-337519 University of Cambridge | (switchboard) 1223-337548 Institute of Astronomy| (secretary) 1223-337516 Madingley Rd | FAX 1223-337523 Cambridge, CB3 OHA, UK. | mobile7885-409019 Office: Hoyle 18 | home 1223-359770 --- email: r...@ast.cam.ac.uk | WWW:http://www.ast.cam.ac.uk/~rgm richardgmcma...@gmail.com | skype:richardgmcmahon ---
Re: [rt-users] R: Backing up RT's configuration files?
On Thu, Jul 12, 2012 at 06:13:56PM +, Scotto Alberto wrote: I think it's enough to back up: - etc/ containing RT's config files - local/ containing all the extensions you added and your own customizations /opt/rt4 is pretty tiny, you should back the whole thing up (ignoring var/mason_data/ if you want). Otherwise you'd miss something like your GPG config if you skipped /opt/rt4/var Don't forget your apache and email configurations which won't be under RT's directory. -kevin Inizio: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] per conto di Kevin Elliott [kevin_elli...@ci.juneau.ak.us] Inviato: giovedì 12 luglio 2012 19.52 Fine: rt-users@lists.bestpractical.com Oggetto: [rt-users] Backing up RT's configuration files? Hello all. I have temporary custodianship over our RT server and would like to implement some sort of simple script backup system. I'm planning on just dumping a copy of the database onto our backup server but what other files should I tar and move off the host? I am not very familiar with the underpinnings of RT so it's difficult for me to decide what to backup. What files/directories should I backup so that I can quickly recover the RT server and our ticket content in the event of Something Bad(TM)? Thanks. -- Kevin Elliott Network Specialist City and Borough of Juneau, MIS (907) 586 - 0905 Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. pgph4PJ5MK92j.pgp Description: PGP signature
[rt-users] R: Backing up RT's configuration files?
A small add: I assumed that all your customizations were made following official guidelines, i.e. putting everything under local/ path. If you are unsure, include lib/ directory in your backup. Moreover, here are two semi-official backup scripts: http://requesttracker.wikia.com/wiki/BackupRTDB http://requesttracker.wikia.com/wiki/BackupRT Inizio: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] per conto di Scotto Alberto [al.sco...@reply.it] Inviato: giovedì 12 luglio 2012 20.13 Fine: Kevin Elliott; rt-users@lists.bestpractical.com Oggetto: [rt-users] R: Backing up RT's configuration files? Hi Kevin, I think it's enough to back up: - etc/ containing RT's config files - local/ containing all the extensions you added and your own customizations Regards Inizio: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] per conto di Kevin Elliott [kevin_elli...@ci.juneau.ak.us] Inviato: giovedì 12 luglio 2012 19.52 Fine: rt-users@lists.bestpractical.com Oggetto: [rt-users] Backing up RT's configuration files? Hello all. I have temporary custodianship over our RT server and would like to implement some sort of simple script backup system. I'm planning on just dumping a copy of the database onto our backup server but what other files should I tar and move off the host? I am not very familiar with the underpinnings of RT so it's difficult for me to decide what to backup. What files/directories should I backup so that I can quickly recover the RT server and our ticket content in the event of Something Bad(TM)? Thanks. -- Kevin Elliott Network Specialist City and Borough of Juneau, MIS (907) 586 - 0905 Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer.
Re: [rt-users] R: Backing up RT's configuration files?
On 07/12/2012 11:44 AM, Scotto Alberto wrote: Moreover, here are two semi-official backup scripts: http://requesttracker.wikia.com/wiki/BackupRTDB http://requesttracker.wikia.com/wiki/BackupRT Those are not even semi-official. They're 100% user contributed. Anything official ships with RT inside the tarballs or is released as an extension by Best Practical to CPAN.
Re: [rt-users] Perl API: list of available queues, owners, status
On Thu, Jul 12, 2012 at 9:43 PM, Richard McMahon r...@ast.cam.ac.uk wrote:
Hi,
I am doing some ASCII perl reports and one of the options is to supply
the queue name. I want to be able to get a list of the queues that
are available as an input check.
my $queues = RT::Queues-new( RT-SystemUser );
$queues-UnLimit;
while ( my $queue = $queues-Next ) {
print $queue-Name, \n;
}
r.
On Thu, 12 Jul 2012, Ruslan Zakirov wrote:
Date: Thu, 12 Jul 2012 21:30:15 +0300
From: Ruslan Zakirov r...@bestpractical.com
To: Richard McMahon r...@ast.cam.ac.uk
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Perl API: list of available queues, owners, status
On Thu, Jul 12, 2012 at 7:58 PM, Richard McMahon r...@ast.cam.ac.uk
wrote:
Hello,
Is there a way/example of how to get a list of queues, owners, status
using
the Perl API?
I want to cycle through making a list counts for each owner
and queue by status.
You want count tickets groupped by queue, owner and status, right? You
really don't want to iterate over anything. It will be very slow.
Instead take a look at how QueueSummaryBy* files do it in RT 4.0 and
how RT::Extension::SummaryByUser (on CPAN) does similar task. You just
need to combine two tables into one big table.
Thanks Richard
---
Dr. Richard G. McMahon| Phone (office) 44-(0)-1223-337519
University of Cambridge | (switchboard) 1223-337548
Institute of Astronomy| (secretary) 1223-337516
Madingley Rd | FAX 1223-337523
Cambridge, CB3 OHA, UK. | mobile7885-409019
Office: Hoyle 18 | home 1223-359770
---
email: r...@ast.cam.ac.uk | WWW:http://www.ast.cam.ac.uk/~rgm
richardgmcma...@gmail.com | skype:richardgmcmahon
---
--
Best regards, Ruslan.
Re: [rt-users] Perl API: list of available queues, owners, status
On Thu, Jul 12, 2012 at 07:43:16PM +0100, Richard McMahon wrote: I am doing some ASCII perl reports and one of the options is to supply the queue name. I want to be able to get a list of the queues that are available as an input check. In that case, it's probably easier to -Load the queue by name and see if it exists, rather than list 20 queues and name compare each. -kevin On Thu, 12 Jul 2012, Ruslan Zakirov wrote: Date: Thu, 12 Jul 2012 21:30:15 +0300 From: Ruslan Zakirov r...@bestpractical.com To: Richard McMahon r...@ast.cam.ac.uk Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Perl API: list of available queues, owners, status On Thu, Jul 12, 2012 at 7:58 PM, Richard McMahon r...@ast.cam.ac.uk wrote: Hello, Is there a way/example of how to get a list of queues, owners, status using the Perl API? I want to cycle through making a list counts for each owner and queue by status. You want count tickets groupped by queue, owner and status, right? You really don't want to iterate over anything. It will be very slow. Instead take a look at how QueueSummaryBy* files do it in RT 4.0 and how RT::Extension::SummaryByUser (on CPAN) does similar task. You just need to combine two tables into one big table. pgpSi6j4Ufof1.pgp Description: PGP signature
[rt-users] Approvals squelch mail to requestor
Hi all, From what I can determine within the RT Approval system when the approval ticket is approved there is code within lib/RT/Approval/Rule/Passed.pm that sends a reply to the requestor using the Approval Passed template. I tried editing the Approval Passed template making it blank - which in theory would squelch the email but when the ticket is Approved this error is returned: Can't call method SquelchMailTo on an undefined value at /usr/share/request-tracker4/lib/RT/Ticket.pm line 2157 I'd like to avoid editing Passed.pm but how else might I suppress this email to the requestor upon approval? -- David T. Grayston Systems Database Administrator University of Washington School of Public Health
[rt-users] Tickets are showing in results from Queues that are disabled
Hello, I seem to be having an issue with tickets showing in my RT at a glance page from queues that have been disabled. Is this the desired behavior? If not where should I start looking? RT 3.8.8 Here's the query (I believe this is a canned search) Requestor.id = '__CurrentUser__' AND ( Status = 'new' OR Status = 'open' )
Re: [rt-users] Tickets are showing in results from Queues that are disabled
On Thu, Jul 12, 2012 at 11:47 PM, slamp slamp slack...@gmail.com wrote: Hello, I seem to be having an issue with tickets showing in my RT at a glance page from queues that have been disabled. Is this the desired behavior? If not where should I start looking? It's expected and I'm afraid there is no TicketSQL to filter them. RT 3.8.8 Here's the query (I believe this is a canned search) Requestor.id = '__CurrentUser__' AND ( Status = 'new' OR Status = 'open' ) -- Best regards, Ruslan.
Re: [rt-users] Approvals squelch mail to requestor
Hi, report a bug report, what you did should work. On Thu, Jul 12, 2012 at 10:36 PM, David T. Grayston davi...@u.washington.edu wrote: Hi all, From what I can determine within the RT Approval system when the approval ticket is approved there is code within lib/RT/Approval/Rule/Passed.pm that sends a reply to the requestor using the Approval Passed template. I tried editing the Approval Passed template making it blank – which in theory would squelch the email but when the ticket is Approved this error is returned: “Can't call method SquelchMailTo on an undefined value at /usr/share/request-tracker4/lib/RT/Ticket.pm line 2157” I’d like to avoid editing Passed.pm but how else might I suppress this email to the requestor upon approval? -- David T. Grayston Systems Database Administrator University of Washington School of Public Health -- Best regards, Ruslan.
Re: [rt-users] Perl API: list of available queues, owners, status
OK, that gets me the queue list. Is there an API way to get the full list of valid status values and also the list of names of ticket owners. I have looked that the code that Ruslan mentions but I am able see how to get at the owner list and list of valid status values. thanks I know how to this sort of thing with RAW SQL but prefer to try to use the API. I have looked at QueueSummaryByStatus in RT4 but thanks On Thu, 12 Jul 2012, Kevin Falcone wrote: Date: Thu, 12 Jul 2012 15:00:00 -0400 From: Kevin Falcone falc...@bestpractical.com Reply-To: rt-users@lists.bestpractical.com To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Perl API: list of available queues, owners, status On Thu, Jul 12, 2012 at 07:43:16PM +0100, Richard McMahon wrote: I am doing some ASCII perl reports and one of the options is to supply the queue name. I want to be able to get a list of the queues that are available as an input check. In that case, it's probably easier to -Load the queue by name and see if it exists, rather than list 20 queues and name compare each. -kevin On Thu, 12 Jul 2012, Ruslan Zakirov wrote: Date: Thu, 12 Jul 2012 21:30:15 +0300 From: Ruslan Zakirov r...@bestpractical.com To: Richard McMahon r...@ast.cam.ac.uk Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Perl API: list of available queues, owners, status On Thu, Jul 12, 2012 at 7:58 PM, Richard McMahon r...@ast.cam.ac.uk wrote: Hello, Is there a way/example of how to get a list of queues, owners, status using the Perl API? I want to cycle through making a list counts for each owner and queue by status. You want count tickets groupped by queue, owner and status, right? You really don't want to iterate over anything. It will be very slow. Instead take a look at how QueueSummaryBy* files do it in RT 4.0 and how RT::Extension::SummaryByUser (on CPAN) does similar task. You just need to combine two tables into one big table. --- Dr. Richard G. McMahon| Phone (office) 44-(0)-1223-337519 University of Cambridge | (switchboard) 1223-337548 Institute of Astronomy| (secretary) 1223-337516 Madingley Rd | FAX 1223-337523 Cambridge, CB3 OHA, UK. | mobile7885-409019 Office: Hoyle 18 | home 1223-359770 --- email: r...@ast.cam.ac.uk | WWW:http://www.ast.cam.ac.uk/~rgm richardgmcma...@gmail.com | skype:richardgmcmahon ---
Re: [rt-users] Perl API: list of available queues, owners, status
On Fri, Jul 13, 2012 at 01:01:05AM +0100, Richard McMahon wrote: Is there an API way to get the full list of valid status values and also Have you tried running perldoc /opt/rt4/lib/RT/Queue.pm and searching for Status? the list of names of ticket owners. I have looked that the code Look at what the SelectOwner template does to get an owner list. -kevin that Ruslan mentions but I am able see how to get at the owner list and list of valid status values. thanks I know how to this sort of thing with RAW SQL but prefer to try to use the API. I have looked at QueueSummaryByStatus in RT4 but thanks On Thu, 12 Jul 2012, Kevin Falcone wrote: Date: Thu, 12 Jul 2012 15:00:00 -0400 From: Kevin Falcone falc...@bestpractical.com Reply-To: rt-users@lists.bestpractical.com To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Perl API: list of available queues, owners, status On Thu, Jul 12, 2012 at 07:43:16PM +0100, Richard McMahon wrote: I am doing some ASCII perl reports and one of the options is to supply the queue name. I want to be able to get a list of the queues that are available as an input check. In that case, it's probably easier to -Load the queue by name and see if it exists, rather than list 20 queues and name compare each. -kevin On Thu, 12 Jul 2012, Ruslan Zakirov wrote: Date: Thu, 12 Jul 2012 21:30:15 +0300 From: Ruslan Zakirov r...@bestpractical.com To: Richard McMahon r...@ast.cam.ac.uk Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Perl API: list of available queues, owners, status On Thu, Jul 12, 2012 at 7:58 PM, Richard McMahon r...@ast.cam.ac.uk wrote: Hello, Is there a way/example of how to get a list of queues, owners, status using the Perl API? I want to cycle through making a list counts for each owner and queue by status. You want count tickets groupped by queue, owner and status, right? You really don't want to iterate over anything. It will be very slow. Instead take a look at how QueueSummaryBy* files do it in RT 4.0 and how RT::Extension::SummaryByUser (on CPAN) does similar task. You just need to combine two tables into one big table. --- Dr. Richard G. McMahon| Phone (office) 44-(0)-1223-337519 University of Cambridge | (switchboard) 1223-337548 Institute of Astronomy| (secretary) 1223-337516 Madingley Rd | FAX 1223-337523 Cambridge, CB3 OHA, UK. | mobile7885-409019 Office: Hoyle 18 | home 1223-359770 --- email: r...@ast.cam.ac.uk | WWW:http://www.ast.cam.ac.uk/~rgm richardgmcma...@gmail.com | skype:richardgmcmahon --- pgp3ADpFooG5h.pgp Description: PGP signature
Re: [rt-users] RES: Help to configure incoming e-mails
So it sounds like your aliases are not setup correctly for the RT queue. I would verify that email to the queue is going to the queue. BTW you error referance is with postfix. The errors coming from RT are in either the HTML server logs or the system logs. Email comes in the gets sent via a pipe to a web page which renders the email data and renders it appropriately. To send an email via the command line do (how I did it, probably not the best): # /etc/smrsh/rt-mailgate --queue 'QUEUE NAME' --action correspond --url http(s)://IP or HOSTNAME:port# (--no-verify-ssl) --debug /dir/to/sometext.file Hopefully you can translate that to work for you. Stuff in () is optional depending on your configuration. Once you run that you will get a response back with more info. If it errors then you got to get that resolved if it works then the problem or error is within postfix. Karl- My setup is near what you want to achieve, but i used procmail/RT CLI instead of CommandBymail. With ExchangeServer (mine is Office365) I configured postfix to send all the outgoing mails with From field same as the user who logs on exchange. Since apache user send mail the exchange server may block because you log as ticket at yourdomain.com and the mail arrives as www-data at hostname.domain.com. Look for smtp_generic_maps for postfix, for msmtp I dont know how to do. -Mensagem original- De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Alberto Villanueva Enviada em: quarta-feira, 11 de julho de 2012 12:46 Para: rt-users at lists.bestpractical.com Assunto: [rt-users] Help to configure incoming e-mails Hi all, I'm configuring RT to a customer. It runs all enabled features except the creation of defects using an e-mail. I have installed CommandByMail and it was installed successfully. I'm going to describe the problem: - Machine_A - Unix - RT installation (4.0.5) - msmstp - Machine_B - Windows - Exchange server When I send an email from Machine_A (or Machine_B) to RT to create the ticket in a specific queue, the mail log indicates the next message: status = sent (205 2.0.6): Queued mail for delivery, and the ticket is not created logically. But RT sends the e-mail when someone comments in a ticket. When I send the e-mail from Machine_A, I get the next e-mail address: aliases at machine_a.com but I want to send it to aliases at domain.com. I think the problem is in the mail configuration or on the connection between the machines. But I don't :-( Could you help me? Thank you very much!! Best regards, -- Alberto VILLANUEVA DEL VAL Consultor Altran España, Industria ___ ALTRAN: talento generando innovación Parque Empresarial Las Mercedes, Edificio 1 C/ Campezo, 1 28022 Madrid Spain Tel. : + 34 917 44 46 00 Fax : + 34 914 15 24 57 alberto.villanueva at altran.es www.altran.es www.altran360.es Síguenos en: www.linkedin.com/company/altran-espana www.twitter.com/altran_es www.facebook.com/altranespana Antes de imprimir este mensaje, asegúrate de que es necesario. Proteger el medio ambiente está también en tu mano. En cumplimiento de la Ley Orgánica 15/1999, con fecha 13 de diciembre, de Protección de Datos de Carácter Personal, y la Ley 34/2002, con fecha 11 de julio, de Servicios de la Sociedad de la Información y de comercio electrónico, le comunicamos que su dirección de correo electrónico forma parte de un fichero del que es responsable Altran España, y que garantiza la confidencialidad y seguridad de sus datos. Tiene usted derecho al acceso, rectificación y cancelación de sus datos en los términos establecidos en la Ley Orgánica 15/1999 de Protección de Datos de Carácter Personal y demás normativa concordante, dirigiéndose a nuestra dirección anteriormente señalada o por medio de correo electrónico: comunicacion at altran.es. AVISO LEGAL: Este mensaje, junto con cualquier fichero adjunto, está dirigido a su destinatario y es confidencial. Cualquier distribución, uso o reproducción sin consentimiento del remitente está estrictamente prohibido. Si ha recibido este mensaje por error, por favor proceda a ponerlo en conocimiento del remitente por e-mail y a borrarlo de su sistema sin realizar copias.
