Re: [rt-users] Error with extensions installation

[Lorraine Johnson]

Thank you very much Kobus, the chown command worked.

Unfortunately  I cant find the activity report. I used the link https:///Reports/Activity/index.html but I get this error

"
The page you requested could not be found
Please check the URL and try again."

Dont know if I should do the installation again.

Please  help

On Mon, Sep 14, 2015 at 10:16 AM, Kobus Bensch <
kobus.ben...@trustpayglobal.com> wrote:

> Sorry my bad. It should be chown not chmod and if the directory does not
> exist create it first then do the chown.
>
>
> On 14/09/2015 10:49, Lorraine Johnson wrote:
>
> I again tried the solution you gave me, but am getting this error invalid
> mode ' apache:apache'.
>
>
> Please I am a newbie, kindly help me out.
>
> Thank you so much
>
> On Mon, Sep 14, 2015 at 9:45 AM, Lorraine Johnson < 
> rrainey...@gmail.com> wrote:
>
>> Thank you Kobus Bensch for your quick response
>>
>> Mine is also on centos RT 4.0, when I tail -r  /opt/rt4/var/log/apache2
>> it says   No such file or directory.
>>
>> Please help
>>
>> On Mon, Sep 14, 2015 at 9:09 AM, Kobus Bensch <
>> kobus.ben...@trustpayglobal.com> wrote:
>>
>>> The answer is in the logs, but if you performed this step rm -fr 
>>> /opt/rt4/var/mason_data/obj and restarted, then you need to chmod -R 
>>> apache:apache /opt/rt4/var/mason_data
>>>
>>> This is on Centos anyway.
>>>
>>> HTH
>>>
>>>
>>>
>>> On 14/09/2015 10:01, Lorraine Johnson wrote:
>>>
>>> Hi Y'all
>>>
>>> Good morning, I installed RT- activity report and I get this error "An
>>> internal RT error has occurred. Your administrator can find more details in
>>> RT's log files."
>>>
>>>
>>> Please I need help.
>>>
>>> Thank you
>>>
>>>
>>> --
>>> Kobus Bensch
>>> Senior Systems Administrator
>>> Address:  22 & 24 | Frederick Sanger Road | Guildford | Surrey | GU2 7YD
>>> DDI:  0207 871 3958
>>> Tel:  0207 871 3890
>>> Email:  kobus.ben...@trustpayglobal.com
>>>
>>> Trustpay Global Limited is an authorised Electronic Money Institution
>>> regulated by the Financial Conduct Authority registration number 900043.
>>> Company No 07427913 Registered in England and Wales with registered address
>>> 130 Wood Street, London, EC2V 6DL, United Kingdom.
>>>
>>> For further details please visit our website at
>>> www.trustpayglobal.com.
>>>
>>> The information in this email and any attachments are confidential and
>>> remain the property of Trustpay Global Ltd unless agreed by contract. It is
>>> intended solely for the person to whom or the entity to which it is
>>> addressed. If you are not the intended recipient you may not use, disclose,
>>> copy, distribute, print or rely on the content of this email or its
>>> attachments. If this email has been received by you in error please advise
>>> the sender and delete the email from your system. Trustpay Global Ltd does
>>> not accept any liability for any personal view expressed in this message.
>>>
>>
>>
>
> --
> Kobus Bensch
> Senior Systems Administrator
> Address:  22 & 24 | Frederick Sanger Road | Guildford | Surrey | GU2 7YD
> DDI:  0207 871 3958
> Tel:  0207 871 3890
> Email:  kobus.ben...@trustpayglobal.com
>
> Trustpay Global Limited is an authorised Electronic Money Institution
> regulated by the Financial Conduct Authority registration number 900043.
> Company No 07427913 Registered in England and Wales with registered address
> 130 Wood Street, London, EC2V 6DL, United Kingdom.
>
> For further details please visit our website at www.trustpayglobal.com.
>
> The information in this email and any attachments are confidential and
> remain the property of Trustpay Global Ltd unless agreed by contract. It is
> intended solely for the person to whom or the entity to which it is
> addressed. If you are not the intended recipient you may not use, disclose,
> copy, distribute, print or rely on the content of this email or its
> attachments. If this email has been received by you in error please advise
> the sender and delete the email from your system. Trustpay Global Ltd does
> not accept any liability for any personal view expressed in this message.
>

Re: [rt-users] Error with extensions installation

[Kobus Bensch]

Not sure. Did you restart apache after the install and after the chown?

I have that plugin install and all is working fine for me.

On 14/09/2015 12:14, Lorraine Johnson wrote:

Thank you very much Kobus, the chown command worked.

Unfortunately  I cant find the activity report. I used the link 
https:///Reports/Activity/index.html but I get 
this error


"


  The page you requested could not be found

Please check the URL and try again."

Dont know if I should do the installation again.

Please  help

On Mon, Sep 14, 2015 at 10:16 AM, Kobus Bensch 
> wrote:


Sorry my bad. It should be chown not chmod and if the directory
does not exist create it first then do the chown.


On 14/09/2015 10:49, Lorraine Johnson wrote:

I again tried the solution you gave me, but am getting this error
invalid mode ' apache:apache'.


Please I am a newbie, kindly help me out.

Thank you so much

On Mon, Sep 14, 2015 at 9:45 AM, Lorraine Johnson
> wrote:

Thank you Kobus Bensch for your quick response

Mine is also on centos RT 4.0, when I tail -r
 /opt/rt4/var/log/apache2 it says   No such file or directory.

Please help

On Mon, Sep 14, 2015 at 9:09 AM, Kobus Bensch
> wrote:

|The answer is in the logs, but if you performed this step
rm -fr /opt/rt4/var/mason_data/obj and restarted, then
you need to chmod -R ||apache:apache /opt/rt4/var/mason_data|

This is on Centos anyway.

HTH



On 14/09/2015 10:01, Lorraine Johnson wrote:

Hi Y'all

Good morning, I installed RT- activity report and I get
this error "An internal RT error has occurred. Your
administrator can find more details in RT's log files."


Please I need help.

Thank you


-- 
Kobus Bensch

Senior Systems Administrator
Address:  22 & 24 | Frederick Sanger Road | Guildford |
Surrey | GU2 7YD
DDI:  0207 871 3958
Tel:  0207 871 3890
Email: kobus.ben...@trustpayglobal.com


Trustpay Global Limited is an authorised Electronic Money
Institution regulated by the Financial Conduct Authority
registration number 900043. Company No 07427913
Registered in England and Wales with registered address
130 Wood Street, London, EC2V 6DL, United Kingdom.

For further details please visit our website at
www.trustpayglobal.com .

The information in this email and any attachments are
confidential and remain the property of Trustpay Global
Ltd unless agreed by contract. It is intended solely for
the person to whom or the entity to which it is
addressed. If you are not the intended recipient you may
not use, disclose, copy, distribute, print or rely on the
content of this email or its attachments. If this email
has been received by you in error please advise the
sender and delete the email from your system. Trustpay
Global Ltd does not accept any liability for any personal
view expressed in this message.





-- 
Kobus Bensch

Senior Systems Administrator
Address:  22 & 24 | Frederick Sanger Road | Guildford | Surrey |
GU2 7YD
DDI:  0207 871 3958
Tel:  0207 871 3890
Email: kobus.ben...@trustpayglobal.com


Trustpay Global Limited is an authorised Electronic Money
Institution regulated by the Financial Conduct Authority
registration number 900043. Company No 07427913 Registered in
England and Wales with registered address 130 Wood Street, London,
EC2V 6DL, United Kingdom.

For further details please visit our website at
www.trustpayglobal.com .

The information in this email and any attachments are confidential
and remain the property of Trustpay Global Ltd unless agreed by
contract. It is intended solely for the person to whom or the
entity to which it is addressed. If you are not the intended
recipient you may not use, disclose, copy, distribute, print or
rely on the content of this email or its attachments. If this
email has been received by you in error please advise the sender
and delete the email from your system. Trustpay Global Ltd does
not accept any liability for any personal view expressed in this
message.




--
Kobus Bensch Trustpay Global LTD email signature Kobus Bensch
Senior Systems 

Re: [rt-users] Tickets from other Ticketsystem

[Eierschmalz, Bernhard]

Hello Kevin,

I found a solution on my own now - maybe interesting for somebody.
Quick discription:
1. I recognize the external ticket number with regex from subject and write 
this number to a Custom Field
2. search for existing tickets with same value in same Custom Field and merge 
the tickets

Now how I did: 

Step 1: create a custom field for all queues used for the external ticket 
number.

Step 2: Create the following Scrip:

CustomIsApplicableCode: (at this part we check with if a ticket is created from 
a valid address with a valid regex-syntax for external ticket system)
# only on creating tickets
return 0 unless $self->TransactionObj->Type eq "Create";

my $subject = $self->TransactionObj->Subject;
return 0 unless defined($subject);

# mail-addresses from other ticket systems
my @ticketsender = ('...'); #<-- this is an array of addresses or parts 
of addresses wich are recognized for other ticketsystem-verification.

my $ticketRequestor = lc($self->TicketObj->RequestorAddresses);

if ( $subject =~ / \[plus ticket\d{8}\]/) #<-- regex-code for other 
external ticket numbers in message subject
{
  foreach (@ticketsender)
  {
 if ($ticketRequestor =~ /$_/) #<-- check if sender is permitted
 {
   return 1;
 }
  }
}
return 0; 


CustomPrepareCode (at this part we write the external ticket number to the 
custom field)
my $subject = $self->TransactionObj->Subject;

$subject =~ s/.*\[plus ticket//;
my $cfval = "PLUS".substr($subject,0,8); # <-- cfval contains the Value 
number of the external ticket plus some first letters to identify - this is to 
be able to add more external ticket numbers

# write to CustomField
my $cf = RT::CustomField->new ( $RT::SystemUser );
$cf->Load('21'); #<-- ID of the custom field from step 1
$self->TicketObj->AddCustomFieldValue ( Field => $cf, Value => $cfval );
return 1;



CustomCommitCode (at this part we search for already existing tickets with same 
CF and merge them)


my $extnr = $self->TicketObj->FirstCustomFieldValue('21'); #<-- load 
the custom field value

# find all the ticket  to the reference number from ticketsystem
my $search = new RT::Tickets(RT->SystemUser);
$search->LimitCustomField(CUSTOMFIELD => '21', OPERATOR => '=', VALUE 
=> $extnr);

while (my $ticket = $search->Next)
{
# ignore if finding the new ticket itself
next if $self->TicketObj->Id == $ticket->Id;

my $id = $ticket->Id;

# Logging
$RT::Logger->info("Merging ticket " . $self->TicketObj->Id . " into 
$id because of Reference number $extnr match.");

# merge Tickets
$self->TicketObj->MergeInto($id);
}


best regards,
Bernhard



-Ursprüngliche Nachricht-
Von: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von 
Eierschmalz, Bernhard
Gesendet: Montag, 11. Mai 2015 10:44
An: rt-users@lists.bestpractical.com
Cc: falc...@bestpractical.com
Betreff: Re: [rt-users] Tickets from other Ticketsystem

Hello Kevin,

I know this is a very old mail below. I didn't install the plugin in this 
times, because it was not so urgent.
But now I have the same problem again.

I read about the extension you mentioned. But I think there is one problem.
What I understood about the extension is:
- when there is a new mail to an existing resolved ticket with defined ticket 
number
- open a new ticket


What I need is the following
- when there is a new mail to a new ticket AND the subject is starting with 
defined syntax
- check if there is any ticket with almost the same subject
- attach the new mail to the existing ticket instead of opening a new one.


So the difference is that the extension searches for a ticket with defined 
number - what I need is to search for any existing ticket with a defined syntax.

Are you sure the extension would work in my case?
Can you tell me how to use it?


Best regards
Bernhard


-Ursprüngliche Nachricht-
Von: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von 
Kevin Falcone
Gesendet: Mittwoch, 3. September 2014 22:34
An: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Tickets from other Ticketsystem

On Mon, Aug 25, 2014 at 08:27:00AM +, Eierschmalz, Bernhard wrote:
> 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?
> 

Scrip runs after the second ticket is created and sends email.  You then Merge 
it.
The plugin never allows the second ticket to be created.

-kevin

> 
> 
> 

[rt-users] Reports with vairables?

[Barton Chittenden]

I can write a report that looks like this...

   Status = 'open' AND Queue = 'Bugs' AND 'CF.{Community Bug}' LIKE 6499

Is it possible to write a report where one of the elements is to be filled
in later, e.g.

   Status = 'open' AND Queue = 'Bugs' AND 'CF.{Community Bug}' LIKE ?

[rt-users] Missing RTIR Queues and Groups

[Gregory Pickett]

 

Hello, 
I have a new RTIR installation with Gossamer Threads. The menus are
there, just none of the queues or groups. I didn't even notice until I
tried restarting mod_perl after some other modifications. It failed
because of the missing queues. They fixed the start-up failure, and I
presumed that they fixed it by adding the queues but this was not the
case. Anyway, I figured that I would have them reinstall the IR
extension but I have two questions before I do.

1) Do you think that the reinstall will fix the problem?
2) Will it wipe out any of the non-RTIR related customization?

Greg

-- 

Gregory Pickett, CISSP, GCIA, GPEN
 Cybersecurity Operations
 Hellfire Security
 1608 S. Ashland Ave.
 #49583
 Chicago, IL 60608
 (312) 436-0133
 www.hellfiresecurity.com [1] 

 

Links:
--
[1] http://www.hellfiresecurity.com

[rt-users] Error with extensions installation

[Lorraine Johnson]

Hi Y'all

Good morning, I installed RT- activity report and I get this error "An
internal RT error has occurred. Your administrator can find more details in
RT's log files."


Please I need help.

Thank you

[rt-users] RT Approvals

[Kobus Bensch]

Hi

I have setup approvals following this doc: 
https://www.bestpractical.com/docs/rt/4.2.12/customizing/approvals.html.


I would like to setup multiple approvers based on a value in a custom 
field. Is this possible and if so can anybody point me in the right 
direction or to a doc that I can read that will help me to achieve this?


Thank you

Kobus

--


Trustpay Global Limited is an authorised Electronic Money Institution 
regulated by the Financial Conduct Authority registration number 900043. 
Company No 07427913 Registered in England and Wales with registered address 
130 Wood Street, London, EC2V 6DL, United Kingdom.


For further details please visit our website at www.trustpayglobal.com.

The information in this email and any attachments are confidential and 
remain the property of Trustpay Global Ltd unless agreed by contract. It is 
intended solely for the person to whom or the entity to which it is 
addressed. If you are not the intended recipient you may not use, disclose, 
copy, distribute, print or rely on the content of this email or its 
attachments. If this email has been received by you in error please advise 
the sender and delete the email from your system. Trustpay Global Ltd does 
not accept any liability for any personal view expressed in this message.

Re: [rt-users] Error with extensions installation

[Kobus Bensch]

|The answer is in the logs, but if you performed this step rm -fr 
/opt/rt4/var/mason_data/obj and restarted, then you need to chmod -R ||apache:apache /opt/rt4/var/mason_data|


This is on Centos anyway.

HTH



On 14/09/2015 10:01, Lorraine Johnson wrote:

Hi Y'all

Good morning, I installed RT- activity report and I get this error "An 
internal RT error has occurred. Your administrator can find more 
details in RT's log files."



Please I need help.

Thank you


--
Kobus Bensch Trustpay Global LTD email signature Kobus Bensch
Senior Systems Administrator
Address:  22 & 24 | Frederick Sanger Road | Guildford | Surrey | GU2 7YD
DDI:  0207 871 3958
Tel:  0207 871 3890
Email: kobus.ben...@trustpayglobal.com 



--


Trustpay Global Limited is an authorised Electronic Money Institution 
regulated by the Financial Conduct Authority registration number 900043. 
Company No 07427913 Registered in England and Wales with registered address 
130 Wood Street, London, EC2V 6DL, United Kingdom.


For further details please visit our website at www.trustpayglobal.com.

The information in this email and any attachments are confidential and 
remain the property of Trustpay Global Ltd unless agreed by contract. It is 
intended solely for the person to whom or the entity to which it is 
addressed. If you are not the intended recipient you may not use, disclose, 
copy, distribute, print or rely on the content of this email or its 
attachments. If this email has been received by you in error please advise 
the sender and delete the email from your system. Trustpay Global Ltd does 
not accept any liability for any personal view expressed in this message.

Re: [rt-users] RT Approvals

[Emmanuel Lacour]

Le 14/09/2015 10:27, Kobus Bensch a écrit :
> Hi
> 
> I have setup approvals following this doc:
> https://www.bestpractical.com/docs/rt/4.2.12/customizing/approvals.html.
> 
> I would like to setup multiple approvers based on a value in a custom
> field. Is this possible and if so can anybody point me in the right
> direction or to a doc that I can read that will help me to achieve this?
> 
>

you'll have to write code yourself ;)

You cannot use groups for this?


Here is sample untested code (that needs more time to think of) to get
users with a user cf corresponding to ticket cf. Just an idea ...

I would create a new method in local/lib/Ticket_Overlay.pm like:

sub GetApprovers {
my $self = shift;

my $cf_value = $self->FirstCustomFieldValue( 'CF' );

my $Users = RT::Users->new( self->CurrentUser );
$Users->LimitCUstomField( CUSTOMFIELD => 'CF', VALUE => $cf_value );

my @approvers;
while ( my $User = $Users->Next) {
push @approvers, $User->id;
}
return join(',', @approvers);

}

Then in the approval template, something like:

AdminCc: { $Tickets{TOP}->GetApprovers; }


NB:
- you can put all of the code in the template, but having an API method
is a bit better for code maintenance.
- double think of this, using groups is maybe a better idea
- not sure what arguments is accepted in AdminCc (list of users id,
email, ...), see lib/RT/Action/CreateTickets.pm


-- 
Easter-eggs  Spécialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  Métro Gaité
Phone: +33 (0) 1 43 35 00 37-   Fax: +33 (0) 1 43 35 00 76
mailto:elac...@easter-eggs.com  -   http://www.easter-eggs.com

Re: [rt-users] Error with extensions installation

[Kobus Bensch]

Sorry my bad. It should be chown not chmod and if the directory does not 
exist create it first then do the chown.


On 14/09/2015 10:49, Lorraine Johnson wrote:
I again tried the solution you gave me, but am getting this error 
invalid mode ' apache:apache'.



Please I am a newbie, kindly help me out.

Thank you so much

On Mon, Sep 14, 2015 at 9:45 AM, Lorraine Johnson 
> wrote:


Thank you Kobus Bensch for your quick response

Mine is also on centos RT 4.0, when I tail -r
 /opt/rt4/var/log/apache2 it says   No such file or directory.

Please help

On Mon, Sep 14, 2015 at 9:09 AM, Kobus Bensch
> wrote:

|The answer is in the logs, but if you performed this step rm
-fr /opt/rt4/var/mason_data/obj and restarted, then you need
to chmod -R ||apache:apache /opt/rt4/var/mason_data|

This is on Centos anyway.

HTH



On 14/09/2015 10:01, Lorraine Johnson wrote:

Hi Y'all

Good morning, I installed RT- activity report and I get this
error "An internal RT error has occurred. Your administrator
can find more details in RT's log files."


Please I need help.

Thank you


-- 
Kobus Bensch

Senior Systems Administrator
Address:  22 & 24 | Frederick Sanger Road | Guildford | Surrey
| GU2 7YD
DDI:  0207 871 3958
Tel:  0207 871 3890
Email: kobus.ben...@trustpayglobal.com


Trustpay Global Limited is an authorised Electronic Money
Institution regulated by the Financial Conduct Authority
registration number 900043. Company No 07427913 Registered in
England and Wales with registered address 130 Wood Street,
London, EC2V 6DL, United Kingdom.

For further details please visit our website at
www.trustpayglobal.com .

The information in this email and any attachments are
confidential and remain the property of Trustpay Global Ltd
unless agreed by contract. It is intended solely for the
person to whom or the entity to which it is addressed. If you
are not the intended recipient you may not use, disclose,
copy, distribute, print or rely on the content of this email
or its attachments. If this email has been received by you in
error please advise the sender and delete the email from your
system. Trustpay Global Ltd does not accept any liability for
any personal view expressed in this message.





--
Kobus Bensch Trustpay Global LTD email signature Kobus Bensch
Senior Systems Administrator
Address:  22 & 24 | Frederick Sanger Road | Guildford | Surrey | GU2 7YD
DDI:  0207 871 3958
Tel:  0207 871 3890
Email: kobus.ben...@trustpayglobal.com 



--


Trustpay Global Limited is an authorised Electronic Money Institution 
regulated by the Financial Conduct Authority registration number 900043. 
Company No 07427913 Registered in England and Wales with registered address 
130 Wood Street, London, EC2V 6DL, United Kingdom.


For further details please visit our website at www.trustpayglobal.com.

The information in this email and any attachments are confidential and 
remain the property of Trustpay Global Ltd unless agreed by contract. It is 
intended solely for the person to whom or the entity to which it is 
addressed. If you are not the intended recipient you may not use, disclose, 
copy, distribute, print or rely on the content of this email or its 
attachments. If this email has been received by you in error please advise 
the sender and delete the email from your system. Trustpay Global Ltd does 
not accept any liability for any personal view expressed in this message.