[rt-users] Drag Drop attache files

2014-08-25 Thread Eierschmalz, Bernhard
Hello,

is there any way to attach files via Drag  Drop to a ticket without the need 
of a comment?

Best regards
Benrhard

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Re: [rt-users] Tickets from other Ticketsystem

2014-08-25 Thread Eierschmalz, Bernhard
Hello Kevin,

I already thought about creating a scrip like
Condition:
Transaction obj = create
Subject contains [plus ticket#

Action:
Search tickets with same plus-ticket no.
If one exists, combine

What do you think about this solution? Or would you prefer the strongly 
modified plugin?


Best regards
Bernhard


-Ursprüngliche Nachricht-
Von: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von 
Kevin Falcone
Gesendet: Freitag, 22. August 2014 16:01
An: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Tickets from other Ticketsystem

On Tue, Aug 19, 2014 at 05:36:04AM +, Eierschmalz, Bernhard wrote:
 we have one customer using its own ticket system. This customer sends 
 us mails with an information about his own ticket in the subject.
 
 i.e. [PLUS.DE Ticket#PD077994]
 
 sometimes when this customer answers, he doesn’t send our ticket 
 number in subject, so he opens a new ticket.
 
 Is it possible to identify a mail by this PLUS ticket number and add 
 to our already opened ticket instead of open a new one?

Look at the code in
https://github.com/bestpractical/rt-extension-repliestoresolved

The function it hooks can be used to lie to RT and return a ticket id of the 
existing ticket (as opposed to what this extension does, which is suppress the 
ticket id so that a new ticket will be created).

-kevin
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[rt-users] Compile /Search/Chart not working

2014-08-25 Thread andriusk
Hello, 

I want to compile the chart GD::Image for latter use like this: 

my $chart = $m-comp('/Search/Chart', Query = $Query, Console = 1, %ARGS); 


And modified code in /Search/Chart like this: 

%METHOD Plot 
%ARGS 
$plot = undef 
$Console = 0 
/%ARGS
%INIT 
my @types = ('png', 'gif'); 

RT::Logger-debug($Console); 
for my $type (@types) { 
$plot-can($type) 
or next; 

if($Console) { 
return $plot; 
} else { 
$r-content_type(image/$type); 
$m-out( $plot-$type ); 
$m-abort(); 
} 
} 

die Your GD library appears to support none of the following image types: 
. join(', ', @types); 
/%INIT

/%METHOD

I thought that it will return me the GD::Image instance of $plot on
$m-comp(), but I get undefined. 
How can I get the the $plot object from /Search/Chart script? 

Regards 



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[rt-users] Attachments

2014-08-25 Thread Moose
We have a workflow where when a ticket is created, a dependent approval
ticket is also created. This dependent is the Review stage for the
originating ticket before it hits the real Approvals stage and is
processed.

One of our users needs to be able to approve a Review by email (without
ever looking at RT due to network restrictions). This means he would need to
receive correspondence containing the originating ticket data, then respond
to that using keywords to approve. We have achieved this behaviour but
cannot call the originating ticket attachments.

If a file is attached to the original ticket when created, we need to also
attach it to the Review ticket and then mail it out with the Review
correspondence.

Here is our Review ticket create template which also emails the nominated
reviewer.

===Create-Ticket: Review Approval
RT-Attach-Message: yes
Subject: REVIEW [{$Tickets{TOP}-Id} - {$Tickets{TOP}-Subject}]
Depended-On-By: TOP
Queue: ReviewApproval
Owner: {$Tickets{TOP}-FirstCustomFieldValue('Nominate Reviewer');}
Requestors: {$Tickets{TOP}-RequestorAddresses}
Type: approval
Due: {time + 86400}
Content-Type: text/html
Content:
(CONTENT REMOVED)
ENDOFCONTENT

The following attempts haven't worked for us but outline what we are trying
to achieve;

Attachment: {$Tickets{TOP}-Attachments}

Attachment: {$Tickets{TOP}-Attachments-First}





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[rt-users] Can't resolve in-progress ticket?

2014-08-25 Thread Rezty Felty
I just upgraded our RT system, from running on SLES 11 to RHEL 6.5, RT from 
3.8.7 to 4.2.6, and mysql  from an old version to the latest mariadb.  Upgrade 
went smoothly, have tested everything, all seems to be well, except one thing.  
I have a ticket that a user placed in in-progress status after the upgrade, and 
now the only status anyone can place it in, even me as an RT Admin, is 
in-progress.  Can’t resolve, open, delete, pending, etc.  They aren’t even 
choices in the drop-down in the jumbo ticket display.  Any idea what caused 
this, and how to resolve?

Thanks,
Rezty Felty
Senior Linux Administrator
Adknowledge
816-559-1196
-- 
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http://bestpractical.com/training

Re: [rt-users] Can't resolve in-progress ticket?

2014-08-25 Thread Rezty Felty
More info, have opened additional tickets to test, seems that when any ticket 
is placed in in-progress status, it then loses all status choices except 
in-progress.

Thanks,
Rezty Felty
Senior Linux Administrator
Adknowledge
816-559-1196

From: Rezty Felty rfe...@adknowledge.commailto:rfe...@adknowledge.com
Date: Monday, August 25, 2014 at 10:30 AM
To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com 
rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
Subject: [rt-users] Can't resolve in-progress ticket?

I just upgraded our RT system, from running on SLES 11 to RHEL 6.5, RT from 
3.8.7 to 4.2.6, and mysql  from an old version to the latest mariadb.  Upgrade 
went smoothly, have tested everything, all seems to be well, except one thing.  
I have a ticket that a user placed in in-progress status after the upgrade, and 
now the only status anyone can place it in, even me as an RT Admin, is 
in-progress.  Can’t resolve, open, delete, pending, etc.  They aren’t even 
choices in the drop-down in the jumbo ticket display.  Any idea what caused 
this, and how to resolve?

Thanks,
Rezty Felty
Senior Linux Administrator
Adknowledge
816-559-1196
-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

Re: [rt-users] RT 4.2.6 Cannot attach multiple attachments when opening tickets

2014-08-25 Thread Lists

Hi Kevin,

I cannot reproduce it on  demo.bestpractical.com but I can reproduce it 
on my TEST server.  So at least I am consistent with my mistakes.


Thanks,
Dave


On 8/24/2014 5:24 PM, Kevin Falcone wrote:

On Fri, Aug 22, 2014 at 03:48:57PM -0500, Lists wrote:

Other than a few custom fields and RT-Extension-CommandByMail, it's a pretty
generic install.

Does the attachment functionality depend on anything related to Apache or
any other configuration options?

It uses your Sessions to store the attachment, but you'd see database
errors in that case.

Can you replicate it on something like demo.bestpractical.com?

-kevin




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Re: [rt-users] S/MIME signed emails are detected as non-plaintext

2014-08-25 Thread ms
On 20/08/2014 18:33, Alex Vandiver wrote:
 On 08/18/2014 11:12 AM, m...@fv-berlin.de wrote:
 we're running RT 4.2.5 and have noticed a minor annoyance.

 When you send an S/MIME-signed (not encrypted!) mail to RT to create a
 ticket, the email body will be added as quoted text because it's not
 plain text. You can click on the quoted text to read it perfectly fine,
 but this is still somewhat of an annoyance. Is this behaviour something
 I can configure, maybe in a list of acceptable content-types or something?
 
 Can you try enabling RT's S/MIME support, and see how that improves
 things?  See:
 
 http://docs.bestpractical.com/RT_Config.html#Cryptography
 http://docs.bestpractical.com/RT/Crypt.html#CONFIGURATION
 http://docs.bestpractical.com/RT/Crypt/SMIME.html#CONFIGURATION
 
 The following should be a minimal implementation:
 
 Set( %SMIME,
 Enable = 1,
 AcceptUntrustedCAs = 1,
 );
 
 Set(@MailPlugins, 'Auth::MailFrom', 'Auth::Crypt' );
 
 
  - Alex
 
 

That does seem to work, although I had to add the keyring and CAPath
options because otherwise the rt-fulltext-indexer cron job would send an
error email every 5 minutes indicating it didnt find the keyring. Now
there's no log entries regarding s/mime whatsoever. This is good and bad:

- good because emails in RT show up perfectly fine now. The change is
not retroactive, but I didn't expect that, thats fine.

- bad because if you try to sign outgoing response emails, the sent
emails are empty (if Sign is left unchecked, they are fine). It is
entirely possible this is an error on my end putting a wrong/incomplete
keyfile there, but at least I wouldv'e hoped to find some
INFO/WARN/ERR-type log entries regarding that, but sadly not. I might
enable debug-logging and see what's going on later.


Thanks for the help!

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Re: [rt-users] Can't resolve in-progress ticket?

2014-08-25 Thread Alex Peters
Sounds like a possible misconfiguration of the relevant lifecycle:

https://bestpractical.com/docs/rt/latest/customizing/lifecycles.html#Update-Transitions
On 26/08/2014 1:40 am, Rezty Felty rfe...@adknowledge.com wrote:

   More info, have opened additional tickets to test, seems that when any
 ticket is placed in in-progress status, it then loses all status choices
 except in-progress.

  Thanks,
 Rezty Felty
 Senior Linux Administrator
 Adknowledge
 816-559-1196

   From: Rezty Felty rfe...@adknowledge.com
 Date: Monday, August 25, 2014 at 10:30 AM
 To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com
 Subject: [rt-users] Can't resolve in-progress ticket?

I just upgraded our RT system, from running on SLES 11 to RHEL 6.5, RT
 from 3.8.7 to 4.2.6, and mysql  from an old version to the latest mariadb.
  Upgrade went smoothly, have tested everything, all seems to be well,
 except one thing.  I have a ticket that a user placed in in-progress status
 after the upgrade, and now the only status anyone can place it in, even me
 as an RT Admin, is in-progress.  Can’t resolve, open, delete, pending, etc.
  They aren’t even choices in the drop-down in the jumbo ticket display.
  Any idea what caused this, and how to resolve?

  Thanks,
 Rezty Felty
 Senior Linux Administrator
 Adknowledge
 816-559-1196

 --
 RT Training - Boston, September 9-10
 http://bestpractical.com/training

-- 
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http://bestpractical.com/training