Re: [rt-users] How to move an existing database to a new server
William, thank you for your input. I tried what you suggested and it gave me the following error: http://requesttracker.8502.n7.nabble.com/file/n58916/rtupgrade.png I would be grateful for some advice on what the problem may be. I tried looking at the debug log but I get no file or directory when I tail -n 10 /var/log/debug Advice on how to view log files would be appreciated also. Thank you Vas -- View this message in context: http://requesttracker.8502.n7.nabble.com/How-to-move-an-existing-database-to-a-new-server-tp58875p58916.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] Enable requestors to view ticket without logging in
Dear community, Is there anyone who can help me on this? Best regards, Rinke On Wed, Oct 29, 2014 at 9:51 AM, Rinke Colen rco...@experty.com wrote: L.S. I have set up user accounts for IT staff, but not for any other people. There is no LDAP or other directory integration. We have only internal customers. Customers create tickets by sending an email. The automated response contains a link to the ticket. When the requestor follows that link, they are required to log in. Since they don't have a user account they can't. How can I enable requestors to view their tickets without logging in? -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] Enable requestors to view ticket without logging in
Hi Rinke, I'm not sure if this is possible. Is it absolutely necessary that customers be able to login to see their tickets ?. If not you could just edit the Templates to remove any URL Links to your system thus avoiding any confusion. Alternatively, if you have a relatively small number of customers you can manually set their password once they have submitted their first ticket. The relevant documentation for authentication is https://www.bestpractical.com/docs/rt/4.2.0/authentication.html Rgds Ian On 3 November 2014 11:56, Rinke Colen rco...@experty.com wrote: Dear community, Is there anyone who can help me on this? Best regards, Rinke On Wed, Oct 29, 2014 at 9:51 AM, Rinke Colen rco...@experty.com wrote: L.S. I have set up user accounts for IT staff, but not for any other people. There is no LDAP or other directory integration. We have only internal customers. Customers create tickets by sending an email. The automated response contains a link to the ticket. When the requestor follows that link, they are required to log in. Since they don't have a user account they can't. How can I enable requestors to view their tickets without logging in? -- RT Training November 4 5 Los Angeles http://bestpractical.com/training -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] How to move an existing database to a new server
On Mon, Nov 03, 2014 at 03:22:13AM -0700, Vas wrote: thank you for your input. I tried what you suggested and it gave me the following error: http://requesttracker.8502.n7.nabble.com/file/n58916/rtupgrade.png I would be grateful for some advice on what the problem may be. I assume you've created an initialized 4.0 database, restored your 3.8 database into it and then run the upgrade steps, which attempts to create the Classes table. This table already existed in your initialized 4.0 database. A few points. 4.0.4 is from November 2011. If you're going to upgrade, I suggest RT 4.2.9 or at least a later RT 4.0 release. Assuming this is a dev server, I would drop your database /opt/rt4/sbin/rt-setup-database --action drop and then follow the database restoration procedures we document here for a new server http://bestpractical.com/docs/rt/latest/backups.html#Restoring-from-backups which create an empty database before restoring your backup into it. But again, ask yourself why you're upgrading to a 3 year old release of the software, one with published security flaws. -kevin pgpAreGRxAhkp.pgp Description: PGP signature -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] Emails to Queue Alias, still merge to other queue
On Mon, Oct 20, 2014 at 11:01:20AM -0400, Root Kev wrote: The issue is when some who is an adminCC on a support queue then forwards the ticket email (without removing the ticket number) to a engineering queue email, I understand your use case, I was explaining why RT itself has the behavior it has and why that behavior isn't likely to change and suggest a few ways you could implement this local change cleanly. -kevin pgp9DPLLYVrrM.pgp Description: PGP signature -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] Change AutoResponse Global Template based on time of the day
On Mon, Oct 20, 2014 at 10:29:10AM -0400, rjandric via rt-users wrote: The screenshots seemed to be wrong in my last post, but here they are: http://requesttracker.8502.n7.nabble.com/file/n58872/Screen_Shot_AfterHrs.png http://requesttracker.8502.n7.nabble.com/file/n58872/Screen_Shot_Autoreply.png Both Scrips are using the same condition with and one with 2 different templates chosen based on the condition, so it should be one or the other, but not both as in my test... Custom conditions only run when your Condition is User Defined Your condition is On Create, so your code is never run (you can see this by adding RT-Logger-error(Running?); commands to your code. -kevin pgpP4nTJNcajC.pgp Description: PGP signature -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] Not receiving alerts when requester responds to h...@support.domain.com
On Wed, Oct 22, 2014 at 10:24:07AM -0700, advansuper wrote: This system has been in place and setup by another user previously, however, when a requester responds to just h...@support.domain.com the ticket owner or the tech responding to the ticket does not get any email alerts of replies directly to that ticket from a requester. So I'll respond to a ticket via email, attach h...@support.domain.com to log my response and the requester receives the email, but when they only respond to h...@support.domain.com I do not get a notification unless they CC me directly. You can make people automatically own tickets they respond to using something like https://metacpan.org/pod/RT::Action::AssignUnownedToActor Which is a generalization of the code that we use on our own RT -kevin pgpkv4AQWglWx.pgp Description: PGP signature -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] Auto Resolve Aged Tickets - Custom Email Template
On Wed, Oct 22, 2014 at 01:21:05PM -0700, wrender wrote: - If we manually resolve a ticket, this should send out one email template - If there is an aged ticket, we want it to auto resolve, and then send out a different custom template (I can get the tickets to auto resolve no problem with rt-crontool, but I can't find out how to make it send a custom email template when it auto resolves). I'd use two separate statuses and change your On Resolve scrips so that two exist, one that says If going from specific status to Resolved, send this template and the other which says If going from any other status, send this template. Changing templates in a single scrip based on ticket properties is non-trivial. -kevin pgpSEhh3aosKC.pgp Description: PGP signature -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] rt-users] Continued Migrations Questions -
On Thu, Oct 23, 2014 at 01:21:27PM +1100, Chris Herrmann wrote: Yes you can do this on a per queue basis. My term for this is per queue branding - I'm not sure if there's an official term for it. A disclaimer - Most of the things in the Queue Admin page (such as the subject tag) are referred to us as Branded Queues. - Create your queue, put in the email addresses as you normally would for your standard RT queue - then create queue specific templates to override the system wide ones. For example: Wouldn't it be simpler to just set the Reply Address and Description on the Queue Admin page for your new Queue, which will set the From/Reply-To/From ? You may still want an Autoreply template for other branding purposes of course. -kevin pgpcGFmkZrkp5.pgp Description: PGP signature -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] Requestor Last Response
On Thu, Oct 23, 2014 at 12:28:34PM +0100, Ricky Burgin wrote: In search, is there a way of determining if the last response of a ticket was from a requestor, and also when their last response was? Do you mean to search on it or to see it displayed in the search results? If the former, not without code, if the latter, the UpdateStatus column is similar to your request but not perfect and does rely on this setting which defaults off: http://bestpractical.com/docs/rt/latest/RT_Config.html#ShowUnreadMessageNotifications and this will show the last transaction on the ticket in search history https://metacpan.org/release/RTx-TicketlistTransactions -kevin pgpXnbx23lYuM.pgp Description: PGP signature -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] Stop Auto-Reply message to specific address
On Wed, Oct 29, 2014 at 05:45:11PM +, Todd French wrote: The automated systems addresses show up in the user list and I tried removing the email field from those entries but RT is still attempting to deliver the autoreply. This is the standard solution and works quite well for us. You leave the username as the email address and blank out the Email Address field. If that is not working, you will need to show the user record, an email being replied to and the email being sent, complete with useful headers and debug logs. -kevin pgpLA8K53jwU9.pgp Description: PGP signature -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] Enable requestors to view ticket without logging in
On Wed, Oct 29, 2014 at 09:51:41AM +0100, Rinke Colen wrote: Customers create tickets by sending an email. The automated response contains a link to the ticket. When the requestor follows that link, they are required to log in. Since they don't have a user account they can't. How can I enable requestors to view their tickets without logging in? I'm unaware of any extension that allows ticket with tokens to log in and see your tickets. If you mean making all the tickets public, maybe you could do that with RTx-BugTracker-Public but that comes with a *lot* of other baggage and will likely not do all of what you want. You say you don't have central auth, but what are you trying to accomplish, and are you really ok with making all your tickets public? -kevin pgp7l61bwN1wJ.pgp Description: PGP signature -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] Stop Auto-Reply message to specific address
Hi,
By adding Custom condition script on script as below helped me on
restricting sending mails to particular domain. May be this will help !!
-
my @allowList = (
'support at in.fcm.travel'
);
my $transactionType = $self-TransactionObj-Type;
my $ticketRequestor = lc($self-TicketObj-RequestorAddresses);
if ($transactionType eq 'Correspond') {
for (@allowList) {
return 1 if ($ticketRequestor eq lc($_));
}
# wildcard matches
return 1 if ($ticketRequestor =~ m/\@domain\.co\.in/i);
return 0;
}
return;
-
Regards,
DJ
On 4 November 2014 03:49, Kevin Falcone falc...@bestpractical.com wrote:
On Wed, Oct 29, 2014 at 05:45:11PM +, Todd French wrote:
The automated systems addresses show up in the user list and I tried
removing
the email field from those entries but RT is still attempting to deliver
the
autoreply.
This is the standard solution and works quite well for us.
You leave the username as the email address and blank out the Email
Address field.
If that is not working, you will need to show the user record, an
email being replied to and the email being sent, complete with useful
headers and debug logs.
-kevin
--
RT Training November 4 5 Los Angeles
http://bestpractical.com/training
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RT Training November 4 5 Los Angeles
http://bestpractical.com/training
