Re: [rt-users] Custom Scripts to delete Emails by Subject line
Hello All, Is it possible to assign one ticket to more than one user as well as assign the same ticket to more than one queue? if it's possible how can I achieve that? Thank you Regards Lorraine On Mon, Jun 29, 2015 at 6:43 AM, Jithoo, Bradley bradley.jit...@fnb.co.za wrote: Good-day forum, i currently have an issue with RT, whereby i have an email that seems to be stuck in a loop and creates a ticket every few minutes, without a user sending an email. I have flushed fetchmail, and rebooted the system however this still persists. Is there any chance i get get some help on a custom script to delete tickets by email subjects, or know where the problem may actually be? Thanks, Regards, Brad To read FirstRand Bank's Disclaimer for this email click on the following address or copy into your Internet browser: https://www.fnb.co.za/disclaimer.html If you are unable to access the Disclaimer, send a blank e-mail to firstrandbankdisclai...@fnb.co.za and we will send you a copy of the Disclaimer.
Re: [rt-users] Custom Scripts to delete Emails by Subject line
On Mon, Jun 29, 2015 at 10:02:39AM +, Lorraine Johnson wrote: Hello All, Is it possible to assign one ticket to more than one user as well as assign the same ticket to more than one queue? if it's possible how can I achieve that? Thank you Regards Lorraine Hi Lorraine, There is a single owner for a ticket and likewise a single queue. For additional owners, you could add them as an AdminCc on the ticket. But it sounds like what you want could be better represented by creating two child tickets of the original ticket, one in each queue with that queue's appropriate owner. Regards, Ken
Re: [rt-users] Unable to grant Status changes rights to user
Issue resolved by rename the rights. It only supports 25 characters length.
BR,
Chrilly
On Wed, Jun 24, 2015 at 5:12 PM, Chrilly Cheng chri...@gmail.com wrote:
Hi All,
I was trying to create a new lifecycle based on our workflow. It works
until I try to set some Status changes rights in config file. I cannot
grant those rights to any user or group with root permission. I'm using
4.0.7 version. I copied the error log and my settings at below, please
someone kindly help to check on it, thanks a lot.
I was unable to grant 'Update ticket to inactive' rights.
Error log:
[error]: Invalid right. Couldn't canonicalize right 'Reopen Case'
(/usr/share/request-tracker4/lib/RT/ACE.pm:410)
[error]: Invalid right. Couldn't canonicalize right 'Update ticket to
inactive' (/usr/share/request-tracker4/lib/RT/ACE.pm:410)
[error]: Invalid right. Couldn't canonicalize right 'AutoSet by Crontool
task(' (/usr/share/request-tracker4/lib/RT/ACE.pm:410)
[warn]: Tried to revoke the invalid right 'Reopen Case', ignoring it.
(/usr/share/request-tracker4/lib/RT/Principal.pm:217)
[warn]: Tried to revoke the invalid right 'Update ticket to inactive',
ignoring it. (/usr/share/request-tracker4/lib/RT/Principal.pm:217)
[warn]: Tried to revoke the invalid right 'AutoSet by Crontool task(',
ignoring it. (/usr/share/request-tracker4/lib/RT/Principal.pm:217)
Here is the lifecycle setting:
Set(%Lifecycles,
# modify the default lifecycle
newlifecycle = {
# All the appropriate ticket statuses
initial = [ 'InProgress' ],
active = [
'PeerReviewed','WaitingforApproval','Scheduled','ScheduledTimePassed' ],
inactive= [
'ChangeCompleted','ChangeUnsuccessful','ChangeBackedOut','DidNotStart' ],
# Default ticket statuses for certain actions
defaults = {
on_create = 'InProgress',
},
# Status change restrictions
transitions = {
'InProgress'= [qw(PeerReviewed)],
'PeerReviewed'= [qw(WaitingforApproval)],
'WaitingforApproval'= [qw(InProgress Scheduled)],
'Scheduled' = [qw(InProgress
ScheduledTimePassed)],
'ScheduledTimePassed' = [qw(ChangeCompleted
ChangeUnsuccessful ChangeBackedOut DidNotStart)],
},
# Rights for different actions
rights = {
# These rights are in the default lifecycle
'WaitingforApproval - Scheduled' = 'Right to
approve ticket',
'* - InProgress'= 'Right to
unapprove ticket',
'Scheduled - ScheduledTimePassed'= 'AutoSet by
Crontool task(Do not grant)',
'ScheduledTimePassed - *' = 'Update ticket
to inactive status',
},
# Actions for the web UI
actions = [
'InProgress - PeerReviewed' = {
label = 'Peer Review Completed',
update = 'Comment',
},
'PeerReviewed - WaitingforApproval' = {
label = 'Submit for Approval',
update = 'Correspond',
},
'WaitingforApproval - Scheduled' = {
label = 'Approve it',
update = 'Commment',
},
'WaitingforApproval - InProgress' = {
label = 'Unapprove it',
update = 'Comment',
},
'Scheduled - InProgress'= {
label = 'Unapprove it',
update = 'Correpond',
},
'ScheduledTimePassed - ChangeCompleted' = {
label = 'Change Completed Successfully',
update = 'Comment',
},
'ScheduledTimePassed - ChangeUnsuccessful' = {
label = 'Change Unsuccessful',
update = 'Comment',
},
'ScheduledTimePassed - ChangeBackedOut' = {
label = 'Change Backed Out',
update = 'Comment',
},
'ScheduledTimePassed - DidNotStart' = {
label = 'Did Not Start',
update = 'Comment',
},
],
},
# Status mapping different lifecycles
__maps__ = {
'default - newlifecycle' = {
'new' = 'InProgress',
'open' = 'WaitingforApproval',
'stalled' = 'Scheduled',
'resolved' = 'ChangeCompleted',
'rejected' = 'ChangeBackedOut',
'deleted' = 'DidNotStart',
},
Re: [rt-users] Unable to grant Status changes rights to user
Hi Chrilly, 2015/06/29 8:28、Chrilly Cheng chri...@gmail.com のメール： Issue resolved by rename the rights. It only supports 25 characters length. Thanks for following up with your solution. I’ll see if I can remove that limit in RT, or at least warn about it! BR, Chrilly Thanks, Shawn signature.asc Description: Message signed with OpenPGP using GPGMail
[rt-users] Ticket reply de-duplication?
Hi everyone, Whether we use the mailgateway or responding via the web interface, it appears that the original message is quoted in the body of the reply, which I understand is what is customary for e-mail communication. However, when the reply count increases, the content of each record balloons. It does so to the point that some tickets timeout when attempting to load. Given that RT saves and displays the main messages, it seems that saving the quoted messages in each transaction is redundant. Is there a way to strip the quoted parts of the messages automatically? Thanks, Viet
Re: [rt-users] RT 4.2.10: Renumber imported tickets
On 29-6-2015 2:26, Jeffrey Pilant wrote: Joop wrote: On 26-6-2015 19:52, Jeffrey Pilant wrote: I am trying to import data from RT 3.8.4 into RT 4.2.10. I first tried to update in place, but that failed. [Ancient version of Ubuntu (9.10, current LTS 14) with ancient Perl and ancient Apache.] I next did a clean install on SUSE (12.2, 64bit), which worked. Now I need to add the old data. I updated the old database by the following steps: make upgrade-database /opt/rt4/etc/upgrade/upgrade-articles /opt/rt4/sbin/rt-validator --check /opt/rt4/sbin/rt-serializer /opt/rt4/sbin/rt-importer ExportedDataDirectory You can import a mysql export from the old version into the new database and then follow the upgrade instruction. So: - install new system, install RT according to the installation manual if you want to check if all is functional also run make initdb. If that works, make dropdb, import the old data and following the upgrade instructions paying attention to the fact that you're using mysql. My memory says that you need some additional steps besides make upgrade-database. The upgrade-articles is the succeeding step I think you are thinking of. While I did not do make dropdb, I did drop database rt4 in mysql, followed by create database rt4, use rt4, and source old-db-mysqldump. This let the RT4 tools access the old data, allowing the upgrade-database and upgrade-articles. Sofar its OK. Your RT instance is usable from here. The serializer exported the data to a neutral xml format. I then reset the database back to the clean-install's version I had previously saved. This loaded the old data into the new database, but changed the ticket numbers. Why the export, reset, import? There is, sofar as I know, nothing in the upgrade instructions that tells you to do this. Joop
[rt-users] Custom Scripts to delete Emails by Subject line
Good-day forum, i currently have an issue with RT, whereby i have an email that seems to be stuck in a loop and creates a ticket every few minutes, without a user sending an email. I have flushed fetchmail, and rebooted the system however this still persists. Is there any chance i get get some help on a custom script to delete tickets by email subjects, or know where the problem may actually be? Thanks, Regards, Brad To read FirstRand Bank's Disclaimer for this email click on the following address or copy into your Internet browser: https://www.fnb.co.za/disclaimer.html If you are unable to access the Disclaimer, send a blank e-mail to firstrandbankdisclai...@fnb.co.za and we will send you a copy of the Disclaimer.
