[rt-users] Pulling tickets for a user in a specific time period

2016-12-01 Thread James Dewey
I tried searching around the list for an answer, but wasn't able to find a
solution. Currently I'm running metrics for "touched a ticket" in a
specific time period, for example the query might look something like

UpdatedBy = ''
AND Updated > '2016-11-27'

Unfortunately this runs into an edge case where if the user has -ever-
updated the ticket, it will still return it, even if they haven't actually
touched it in months. (If I'm wrong on this, please let me know. That is my
understanding of what the results will be).

What I need is a way to pull all tickets updated by a user, within that
time period. So in the above example, it would only return tickets that
 updated after 11-27-2016. Is there a way to generate this
information? As currently it means my metrics aren't 100% accurate, and
while they're good enough for trends I would really prefer if they were
accurate.

Thanks!
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

[rt-users] Working with Message Signature-Status

2016-12-01 Thread Roman Hochuli
Hello All

An auditor at a customer requested to have them sign their requests to
us and us to verify that signature before responding/reacting to their
requests.

RT (4.2++ for that matter) seems to support GPG and S/MIME for
verification and encryption/decryption of messages. Also the signature
status of a message is visible on the webinterface.

So far so good. My questions tough:

- did ever somebody tried to create scripts to react/ignore/discard on
base of signature-status?

- did ever somebody tried to display the signature-status in transaction
mails?

My searches in the archives so far turned up nothing the like. Maybe I
am looking in the wrong place?

-- 
Best regards,
Roman Hochuli
Operations Manager

nexellent ag
Saegereistrasse 33
CH-8152 Glattbrugg

Phone:   +41 44 872 20 00
Fax: +41 44 872 20 01
URL: www.nexellent.ch
X-NCC-RegID: ch.nexellent

Imagination is the one weapon in the war
against reality.
-- Jules de Gaultier

-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017


Re: [rt-users] Lost emails!

2016-12-01 Thread Sternberger, Sven
Hello!

I now changed some things. I switched to perl 5.24 (perlbrew) and I updated to 
4.2.13
but the problem is still the same

Dec  1 12:27:40 rt- RT: [5776] Ticket 699881 created in queue 'it-' by 
it-x...@desy.de
Dec  1 12:27:40 rt- RT: [5776] Redundant argument in sprintf at 
/opt/rt4/sbin/../lib/RT/Action/Notify.pm line 130.
Dec  1 12:27:40 rt- RT: [5776] Use of uninitialized value in method with 
known name at /opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm line 1043.
Dec  1 12:27:40 rt- RT: [5776] Use of uninitialized value in method with 
known name at /opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm line 1043.
Dec  1 12:27:40 rt- RT: [5776] Scrip Prepare 238 died. - Can't locate 
object method "" via package "RT::Action::Notify" at 
/opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm line 1043.#012#012Stack:#012  
[/opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm:1043]#012  
[/opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm:580]#012  
[/opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm:152]#012  
[/opt/rt4/sbin/../lib/RT/Action/Notify.pm:69]#012  
[/opt/rt4/sbin/../lib/RT/ScripAction.pm:223]#012  
[/opt/rt4/sbin/../lib/RT/Scrip.pm:637]#012  
[/opt/rt4/sbin/../lib/RT/Scrips.pm:342]#012  
[/opt/rt4/sbin/../lib/RT/Scrips.pm:275]#012  
[/opt/rt4/sbin/../lib/RT/Ticket.pm:2607]#012  
[/opt/rt4/sbin/../lib/RT/Ticket.pm:2578]#012  
[/opt/rt4/sbin/../lib/RT/Ticket.pm:2648]

I don't have an idea how to track down the problem. My next try would be to 
replace SendEmail.pm with my SendEmail_Local.pm maybe the
customization mechanism is broken?

Best regards,

Sven

PS the actual diff /opt/rt4/lib/RT/Action/SendEmail.pm 
/opt/rt4/lib/RT/Action/SendEmail_Local.pm

832,838c832,839
< $self->RecipientFilter(
< Callback => sub {
< return unless RT::EmailParser->IsRTAddress( $_[0] );
< return "$_[0] appears to point to this RT instance. Skipping";
< },
< All => 1,
< );
---
> # removed for q2q
> #$self->RecipientFilter(
> #Callback => sub {
> #return unless RT::EmailParser->IsRTAddress( $_[0] );
> #return "$_[0] appears to point to this RT instance. Skipping";
> #},
> #All => 1,
> #);
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017