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