Re: [rt-users] RT Installation
Hi Rainer I understand your frustration. There have been a number of products that I have installed as an IT guy where I had this same frustration - what is the most painless way to get the instance running -- just so I can play with it and see if it seems to be worth pursuing more? For those of us who have been working with RT for a number of years, it does seem rather easy or straightforward to set up. But I imagine it is like that for everything in life, no? More practice means more familiarity and ease. I can't give enough praise for Best Practical and RT - so I definitely think it is well worth it to persevere until you have it running and you can evaluate it for yourself. I have not come across any A to Z type setup documents or videos, and don't expect I ever will. I think this is at least in part due to the power and flexibility of the product, which is a very good thing! I personally would not want to give up any of the amazing features of the product just to make it easier to run 'out of the box'. I know everyone is pointing you to the docs and they are worth it - well written, concise, complete. I guess the point I'm trying to make is that RT is a great product and well worth it all: reading the docs, taking the time to learn it, set it up, experiment with it, and of course going to training. If you haven't seen it yet, this site is worth looking at too: http://requesttracker.wikia.com/wiki/HomePage Best of luck! Brent -Original Message- From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Marc Chantreux Sent: Wednesday, January 28, 2015 2:57 AM To: Rainer Duffner Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT Installation On Tue, Jan 27, 2015 at 09:31:26PM +0100, Rainer Duffner wrote: Why RT and RTIR are so hard to install and work properlly? I dont know perl Here’s your problem ;-) Most people probably stopped reading right there. seriously? assuming that the sysop is comming with a basic admin skill (knowing what make do and how to setup an nginx to communicate with fcgi), perl programs are quiet easy to install when someone pointed you on the good ressources: https://bestpractical.com/docs/rt/4.2/ especially https://bestpractical.com/docs/rt/4.2/initialdata.html and https://bestpractical.com/docs/rt/4.2/rt-server.fcgi.html and when it comes to perl dependecies: https://metacpan.org/release/App-cpanminus https://metacpan.org/pod/local::lib and if you're using a debian derrivative; apt-get install dh-make-perl and run your own debian repo. I really think that the perl ecosystem makes perl applications the easiest to install (comparing to other dynamic langages like python or ruby... not to mention npm) The problem is not to have a running RT but frankly, i have very hard time to figure out how to set it up correctly. the missing documentation is something that explain the general philosophy of RT for administrators and some step by step tutorials (for example: installing a notification or a basic ticket routing). I guess that's what we learn from the best practical trainings but comming from a french university, london wasn't that affordable. regards -- Marc Chantreux, Mes coordonnées: http://annuaire.unistra.fr/chercher?n=chantreux Direction Informatique, Université de Strasbourg (http://unistra.fr) Don't believe everything you read on the Internet -- Abraham Lincoln
[rt-users] Cancel Resolve transaction based on custom fields
Hello, I want to cancel or undo the Mark as Resolved transaction based on the content of custom fields. Currently I'm using a Scrip and I'm only able to do the following: * access the custom fields * make the decision * comment on the ticket with the reason why it can't be resolved * reopen the ticket From the ticket's history, I can tell that it is resolved first, then my scrip adds the comment and reopens it. But yellow Results box shows only Status changed from open to resolved. Is it possible to suppress the status change from open to resolved with a scrip or to include the scrip-induced status change in the result box? -- Regards, Jasper Olbrich
Re: [rt-users] RT customize SendEmail.pm
On Wed, Jan 28, 2015 at 10:40:32AM +0100, Sternberger, Sven wrote:
Hello!
I want to modify the SendEmail.pm module, to disable the
check for RTAdresses, so we want to send emails
even if RT thinks they are RT email adresses.
I would copy the file SendEmail.pm to SendEmail_Local.pm and remove
these lines
$self-RecipientFilter(
Callback = sub {
return unless RT::EmailParser-IsRTAddress( $_[0] );
return $_[0] appears to point to this RT instance. Skipping;
},
All = 1,
);
would this work?
regards!
Sven
Sven Sternberger
System Engineer
Tel.: 040/8998-4397
DESY IT
Hi Sven,
That sounds like a really, really bad idea. This is a great way to start
a mail loop, having a program Email itself. Why are you trying to do this?
Regards,
Ken
[rt-users] RT customize SendEmail.pm
Hello!
I want to modify the SendEmail.pm module, to disable the
check for RTAdresses, so we want to send emails
even if RT thinks they are RT email adresses.
I would copy the file SendEmail.pm to SendEmail_Local.pm and remove
these lines
$self-RecipientFilter(
Callback = sub {
return unless RT::EmailParser-IsRTAddress( $_[0] );
return $_[0] appears to point to this RT instance. Skipping;
},
All = 1,
);
would this work?
regards!
Sven
Sven Sternberger
System Engineer
Tel.: 040/8998-4397
DESY IT
Re: [rt-users] Help in debugging
Hi, we have the same problem here - lot's of plugins and scripts - and some eval-message like Jan 26 10:49:10 artee3 RT4: [23122] Use of uninitialized value in string eq at (eval 3414) line 23. Jan 26 10:49:11 artee3 RT4: [23122] Use of uninitialized value in string eq at (eval 3487) line 23. Jan 28 04:12:46 artee3 RT4: [24654] Use of uninitialized value in concatenation (.) or string at template line 32. Jan 28 04:13:55 artee3 RT4: [24654] Use of uninitialized value in string eq at (eval 2005) line 23. ... and I don't know how to find out who produces these problems ... Any hints for debugging? regards Danny From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Guadagnino Cristiano Sent: Wednesday, January 28, 2015 11:09 AM To: Alex Peters Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Help in debugging Thank you Alex. At last, I found the culprit via brute force (i.e. I examined all my scrips). Cris Da: Alex Peters a...@peters.netmailto:a...@peters.net Inviato: Tue Jan 27 2015 20:46:22 GMT+0100 (CET) A: Guadagnino Cristiano guadagnino.cristi...@creval.itmailto:guadagnino.cristi...@creval.it Cc: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Oggetto: Re: [rt-users] Help in debugging I'd probably try to discover more by enabling debug logging first. I think in my case, eval-related things are usually to do with scrips or templates. I don't think any of mine are 829 lines long though, as your warning suggests. On 28 Jan 2015 2:47 am, Guadagnino Cristiano guadagnino.cristi...@creval.itmailto:guadagnino.cristi...@creval.it wrote: Hi all, if I have a row like this in the log: [26226] [Tue Jan 27 15:20:19 2015] [warning]: Use of uninitialized value in string eq at (eval 829) line 1. ((eval 829):1) how do I know which is the object involved? Thank you in advance. Cris smime.p7s Description: S/MIME cryptographic signature
Re: [rt-users] Help in debugging
Thank you Alex. At last, I found the culprit via brute force (i.e. I examined all my scrips). Cris Da: Alex Peters a...@peters.netmailto:a...@peters.net Inviato: Tue Jan 27 2015 20:46:22 GMT+0100 (CET) A: Guadagnino Cristiano guadagnino.cristi...@creval.itmailto:guadagnino.cristi...@creval.it Cc: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Oggetto: Re: [rt-users] Help in debugging I'd probably try to discover more by enabling debug logging first. I think in my case, eval-related things are usually to do with scrips or templates. I don't think any of mine are 829 lines long though, as your warning suggests. On 28 Jan 2015 2:47 am, Guadagnino Cristiano guadagnino.cristi...@creval.itmailto:guadagnino.cristi...@creval.it wrote: Hi all, if I have a row like this in the log: [26226] [Tue Jan 27 15:20:19 2015] [warning]: Use of uninitialized value in string eq at (eval 829) line 1. ((eval 829):1) how do I know which is the object involved? Thank you in advance. Cris
Re: [rt-users] Help in debugging
As Alex suggested, you can enable debug logging. However, the problem with debug logging is that you get flooded with irrelevant debug messages. Instead of enabling debug logging, I did the following to facilitate debugging: in every one of my custom scrips I added the folowing line as the very first line: $RT::Logger-info( -- Scrip XX --\n ); Where you have to change the XX with the number of your scrip. Hope this helps. Bye Cris Da: Daniel Schwager daniel.schwa...@dtnet.demailto:daniel.schwa...@dtnet.de Inviato: Wed Jan 28 2015 11:12:31 GMT+0100 (CET) A: 'Guadagnino Cristiano' guadagnino.cristi...@creval.itmailto:guadagnino.cristi...@creval.it, 'Alex Peters' a...@peters.netmailto:a...@peters.net Cc: 'rt-users@lists.bestpractical.com'mailto:'rt-users@lists.bestpractical.com' rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Oggetto: Re: [rt-users] Help in debugging Hi, we have the same problem here - lot's of plugins and scripts - and some eval-message like Jan 26 10:49:10 artee3 RT4: [23122] Use of uninitialized value in string eq at (eval 3414) line 23. Jan 26 10:49:11 artee3 RT4: [23122] Use of uninitialized value in string eq at (eval 3487) line 23. Jan 28 04:12:46 artee3 RT4: [24654] Use of uninitialized value in concatenation (.) or string at template line 32. Jan 28 04:13:55 artee3 RT4: [24654] Use of uninitialized value in string eq at (eval 2005) line 23. ... and I don't know how to find out who produces these problems ... Any hints for debugging? regards Danny From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Guadagnino Cristiano Sent: Wednesday, January 28, 2015 11:09 AM To: Alex Peters Cc: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: Re: [rt-users] Help in debugging Thank you Alex. At last, I found the culprit via brute force (i.e. I examined all my scrips). Cris Da: Alex Peters a...@peters.netmailto:a...@peters.net Inviato: Tue Jan 27 2015 20:46:22 GMT+0100 (CET) A: Guadagnino Cristiano guadagnino.cristi...@creval.itmailto:guadagnino.cristi...@creval.it Cc: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Oggetto: Re: [rt-users] Help in debugging I'd probably try to discover more by enabling debug logging first. I think in my case, eval-related things are usually to do with scrips or templates. I don't think any of mine are 829 lines long though, as your warning suggests. Cristiano Guadagnino Servizio Sistemi Dipartimentali, Periferici e DB ___ Bankadati Servizi Informatici Soc.Cons.P.A. Gruppo bancario Credito Valtellinese VIA TRENTO, 22 - 23100 SONDRIO tel +39 0342522172 - fax +39 0342522997 guadagnino.cristi...@creval.it www.creval.ithttp://www.creval.it Il presente messaggio non è di natura personale ma inviato per esigenze lavorative; l’eventuale messaggio di risposta potrà essere conosciuto anche da altri soggetti diversi dall’originatore di questo messaggio per dette esigenze o per controllo aziendale. Questo messaggio, corredato dei relativi allegati, contiene informazioni da considerarsi strettamente riservate, ed è destinato esclusivamente al destinatario sopra indicato, il quale è l'unico autorizzato ad usarlo, copiarlo e, sotto la propria responsabilità, diffonderlo. Chiunque ricevesse questo messaggio per errore o comunque lo leggesse senza esserne legittimato è avvertito che trattenerlo, copiarlo, divulgarlo, distribuirlo a persone diverse dal destinatario è severamente proibito, ed è pregato di rinviarlo immediatamente al mittente distruggendone l'originale. On 28 Jan 2015 2:47 am, Guadagnino Cristiano guadagnino.cristi...@creval.itmailto:guadagnino.cristi...@creval.it wrote: Hi all, if I have a row like this in the log: [26226] [Tue Jan 27 15:20:19 2015] [warning]: Use of uninitialized value in string eq at (eval 829) line 1. ((eval 829):1) how do I know which is the object involved? Thank you in advance. Cris --
[rt-users] Problem with attachments
Good morning.
I have fighting with this problem two days, but I still have no clue.
The problem is this: suddenly RT will not send attachments.
Unfortunately we send attachments very rarely, so I cannot exactly say when
this behaviour started. It could be that it started from the day I upgraded our
installation from 4.2.3 to 4.2.9 (in december), or later when I added/upgraded
some extensions (RT-Extension-Announce-1.00, rt-extension-customfieldsonupdate,
RT-Extension-SpawnLinkedTicketInQueue-1.01).
I tried everything I could to debug the problem. I am sure sendmail is working
well, because I can send mails with attachments using the simple mail
interface from the same server where RT resides.
I just finished examining RT's log (in debug mode), regarding a test ticket I
created and then resolved adding an attachment. There is no error at all in the
log, let alone a warning message that says
[warning]: Couldn't load object RT::Transaction #0
(/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3026)
but I don't think this is a real problem, since we had have this type of
message for a long time with no apparent symptoms (please reply if I'm wrong).
I can easily see that RT is skipping the attachment somehow. Here is an old
header from a mail of ticket that contained an attachment:
Subject: [DBA #7162] prova allegato
From: Cristiano Guadagnino via RT dba@amended
Reply-To: dba@amended
In-Reply-To:
References: RT-Ticket-7162@amended
Message-ID: rt-3.8.6-13489-1258986687-217.7162-10-0@amended
Precedence: bulk
X-RT-Loop-Prevention: DBA e SCHEDULAZIONE
RT-Ticket: DBA e SCHEDULAZIONE #7162
Managed-by: RT 3.8.6 (http://www.bestpractical.com/rt/)
RT-Originator: guadagnino.cristiano@amended
Cc: trombetta.giampaolo@amended
MIME-Version: 1.0
X-RT-Original-Encoding: utf-8
Date: Mon, 23 Nov 2009 15:31:28 +0100
RT-Attachment: 7162/105417/63969
Content-Type: text/plain; charset=utf-8
Content-Transfer-Encoding: 8bit
Here is the header from the mail of the test ticket I just created:
Subject: [BKGS #94919] Prova 3
Content-Type: multipart/alternative; boundary=--=_1422441180-4767-8
From: Cristiano Guadagnino via RT
bksist...@creval.itmailto:bksist...@creval.it
Reply-To: bksist...@creval.itmailto:bksist...@creval.it
References: rt-ticket-94...@creval.itmailto:rt-ticket-94...@creval.it
Message-ID:
rt-4.2.9-4767-1422441180-1538.94919-1...@creval.itmailto:rt-4.2.9-4767-1422441180-1538.94919-1...@creval.it
X-RT-Loop-Prevention: Bankadati Servizi Informatici
X-RT-Ticket: Bankadati Servizi Informatici #94919
X-Managed-BY: RT 4.2.9 (http://www.bestpractical.com/rt/)
X-RT-Originator:
guadagnino.cristi...@creval.itmailto:guadagnino.cristi...@creval.it
To: crigu...@gmail.commailto:crigu...@gmail.com
Precedence: bulk
Date: Wed, 28 Jan 2015 11:33:00 +0100
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Length: 0
We have not changed the resolution template recently (I mean in the last 2
years). The template starts with:
Content-Type: text/html
Subject: {$Ticket-Subject}
RT-Attach-Message: yes
h2Risoluzione:/h2/a
(...)
It is as if the RT-Attach-Message special header didn't work anymore, or if it
suddenly doesn't consider the attachment in the last transaction.
I am out of ideas, could somebody try to help me?
Thank you in advance.
Cris
Re: [rt-users] Problem with attachments
It dawned on me that maybe the problem was only with the resolution message
(which is of type comment), so I tried with a simple reply with an attachment,
and it worked.
Was there a change in the way RT 4.2.9 handles comments? We had no problem
previously sending out an email with attachment on resolution of the ticket. We
upgraded from RT 4.2.3 IIRC.
Cris
On 28/01/2015 12:53, Guadagnino Cristiano wrote:
Good morning.
I have fighting with this problem two days, but I still have no clue.
The problem is this: suddenly RT will not send attachments.
Unfortunately we send attachments very rarely, so I cannot exactly say when
this behaviour started. It could be that it started from the day I upgraded our
installation from 4.2.3 to 4.2.9 (in december), or later when I added/upgraded
some extensions (RT-Extension-Announce-1.00, rt-extension-customfieldsonupdate,
RT-Extension-SpawnLinkedTicketInQueue-1.01).
I tried everything I could to debug the problem. I am sure sendmail is working
well, because I can send mails with attachments using the simple mail
interface from the same server where RT resides.
I just finished examining RT's log (in debug mode), regarding a test ticket I
created and then resolved adding an attachment. There is no error at all in the
log, let alone a warning message that says
[warning]: Couldn't load object RT::Transaction #0
(/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3026)
but I don't think this is a real problem, since we had have this type of
message for a long time with no apparent symptoms (please reply if I'm wrong).
I can easily see that RT is skipping the attachment somehow. Here is an old
header from a mail of ticket that contained an attachment:
Subject: [DBA #7162] prova allegato
From: Cristiano Guadagnino via RT dba@amended
Reply-To: dba@amended
In-Reply-To:
References: RT-Ticket-7162@amended
Message-ID: rt-3.8.6-13489-1258986687-217.7162-10-0@amended
Precedence: bulk
X-RT-Loop-Prevention: DBA e SCHEDULAZIONE
RT-Ticket: DBA e SCHEDULAZIONE #7162
Managed-by: RT 3.8.6 (http://www.bestpractical.com/rt/)
RT-Originator: guadagnino.cristiano@amended
Cc: trombetta.giampaolo@amended
Cristiano Guadagnino
Servizio Sistemi Dipartimentali, Periferici e DB
___
Bankadati Servizi Informatici Soc.Cons.P.A.
Gruppo bancario Credito Valtellinese
VIA TRENTO, 22 - 23100 SONDRIO
tel +39 0342522172 - fax +39 0342522997
guadagnino.cristi...@creval.it
www.creval.ithttp://www.creval.it
Il presente messaggio non è di natura personale ma inviato per esigenze
lavorative; l’eventuale messaggio di risposta potrà essere conosciuto anche da
altri soggetti diversi dall’originatore di questo messaggio per dette esigenze
o per controllo aziendale. Questo messaggio, corredato dei relativi allegati,
contiene informazioni da considerarsi strettamente riservate, ed è destinato
esclusivamente al destinatario sopra indicato, il quale è l'unico autorizzato
ad usarlo, copiarlo e, sotto la propria responsabilità, diffonderlo. Chiunque
ricevesse questo messaggio per errore o comunque lo leggesse senza esserne
legittimato è avvertito che trattenerlo, copiarlo, divulgarlo, distribuirlo a
persone diverse dal destinatario è severamente proibito, ed è pregato di
rinviarlo immediatamente al mittente distruggendone l'originale.
MIME-Version: 1.0
X-RT-Original-Encoding: utf-8
Date: Mon, 23 Nov 2009 15:31:28 +0100
RT-Attachment: 7162/105417/63969
Content-Type: text/plain; charset=utf-8
Content-Transfer-Encoding: 8bit
Here is the header from the mail of the test ticket I just created:
Subject: [BKGS #94919] Prova 3
Content-Type: multipart/alternative; boundary=--=_1422441180-4767-8
From: Cristiano Guadagnino via RT
bksist...@creval.itmailto:bksist...@creval.it
Reply-To: bksist...@creval.itmailto:bksist...@creval.it
References: rt-ticket-94...@creval.itmailto:rt-ticket-94...@creval.it
Message-ID:
rt-4.2.9-4767-1422441180-1538.94919-1...@creval.itmailto:rt-4.2.9-4767-1422441180-1538.94919-1...@creval.it
X-RT-Loop-Prevention: Bankadati Servizi Informatici
X-RT-Ticket: Bankadati Servizi Informatici #94919
X-Managed-BY: RT 4.2.9 (http://www.bestpractical.com/rt/)
X-RT-Originator:
guadagnino.cristi...@creval.itmailto:guadagnino.cristi...@creval.it
To: crigu...@gmail.commailto:crigu...@gmail.com
Precedence: bulk
Date: Wed, 28 Jan 2015 11:33:00 +0100
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Length: 0
We have not changed the resolution template recently (I mean in the last 2
years). The template starts with:
Content-Type: text/html
Subject: {$Ticket-Subject}
RT-Attach-Message: yes
h2Risoluzione:/h2/a
(...)
It is as if the RT-Attach-Message special header didn't work anymore, or if it
suddenly doesn't consider the attachment in the last transaction.
I am out of ideas, could somebody try to help me?
Thank you in advance.
Cris
--
Re: [rt-users] RT Installation
Didn't make it to the ML due to being posted from a unknown account, trying again. Joop On 28-1-2015 8:56, Marc Chantreux wrote: On Tue, Jan 27, 2015 at 09:31:26PM +0100, Rainer Duffner wrote: Why RT and RTIR are so hard to install and work properlly? I dont know perl Here’s your problem ;-) Most people probably stopped reading right there. I never had heard of perl when I installed my first RT (2.07) but reading a bit on the topic and being familiar with make/gcc and I managed to get it up and running. seriously? assuming that the sysop is comming with a basic admin skill (knowing what make do and how to setup an nginx to communicate with fcgi), perl programs are quiet easy to install when someone pointed you on the good ressources: https://bestpractical.com/docs/rt/4.2/ Things are much better then in the 2.x days :-) The problem is not to have a running RT but frankly, i have very hard time to figure out how to set it up correctly. the missing documentation is something that explain the general philosophy of RT for administrators and some step by step tutorials (for example: installing a notification or a basic ticket routing). I think lots of people use it in a one queueu one purpose way. I do for example. We move tickets manually to other queues when needed and have little extra custom logic added to our install. I guess that's what we learn from the best practical trainings but comming from a french university, london wasn't that affordable. What I remember of my training way back when 3.0 was out and 3.2 was coming is that on day one we got a general tour of RT and on day two there was a deep dive into things like scrips and internal workings of RT but not so much about how to setup complex routing. Maybe someone on the list who has complex ticket routing is willing to explain how to do that, in general terms or with specific code, anyone?? Regards, Joop
[rt-users] Autoreply Template Script
Hi all,
this bellow is our autoreply template.
Subject: AutoReply: {$Ticket-Subject}
Greetings,
This message has been automatically generated in response to the
creation of a request for IT Support regarding:
{$Ticket-Subject()},
a summary of which appears below.
There is no need to reply to this message right now. Your request has been
assigned an ID of [{$Ticket-QueueObj-SubjectTag || $rtname}
#{$Ticket-id()}].
Please include the string:
[{$Ticket-QueueObj-SubjectTag || $rtname} #{$Ticket-id}]
in the subject line of all future correspondence about this issue. To do so,
you may reply to this message.
Thank you,
IT Department
{
*RT::User::GenerateRandomNextChar = \RT::User::_GenerateRandomNextChar;
if (($Transaction-CreatorObj-id != $RT::Nobody-id)
(!$Transaction-CreatorObj-Privileged)
($Transaction-CreatorObj-__Value('Password') eq '*NO-PASSWORD*')
) {
my $user = RT::User-new($RT::SystemUser);
$user-Load($Transaction-CreatorObj-Id);
my ($stat, $pass) = $user-SetRandomPassword();
if (!$stat) {
$OUT .=
An internal error has occurred. RT was not able to set a password for you.
Please contact your local RT administrator for assistance.;
}
$OUT .=
You can check the current status and history of your requests at:
.$RT::WebURL.
When prompted, enter the following username and password:
Username: .$user-Name.
Password: .$pass.
;
}
}
-
{$Transaction-Content()}
This is working fine but it only sends the option to check the current
status and history of your requests only the first time you ever send an
email to RT.
Is there a way to make the option that the autoreply always sends a username
and password for checking the current status and history of your requests?
Kind Regards
Vas
--
View this message in context:
http://requesttracker.8502.n7.nabble.com/Autoreply-Template-Script-tp59459.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
