[rt-users] Previous ticket info on Queue Change

[Joe Kirby]

I want to move a ticket from queue A to queue B.\

I have 2 custom fields on queue B; 1 for queue name and 1 for queue number

I am trying to have a script know when a new ticket is coming into this queue 
and capture which queue it came from.

I have been searching the documentation with little success.

I know the sis probably easy for perl folks, which I am not unfortunately, and 
in the past I have ben successful when I can see an example

Can someone share if this is possible and do you have an example

Thanks in advance

Joe

Joe Kirby ,  Assistant Vice President, Business Systems
Division of Information Technology (DoIT) 
Support Response -   http://www.umbc.edu/doit 
Administration 627
Office - 410-455-3020 
Email - ki...@umbc.edu

Re: [rt-users] MySQL backups of RT 4.4.1 truncated

[Cena, Stephen (ext. 300)]

Update: I tried increasing the database permissions on the account I'm using to 
run the backup but that didn't change anything. I don't think it's a file size 
limitation as before they stopped working, my backups were reaching 19GB. When 
I look at the actual database file on the server for the attachments table its 
19.7GB on disk. I'm going to see if there is a way to turn on any additional 
logging during operation/backup but this really has me scratching my head. Any 
additional help would be appreciated & I will update the group as soon as I 
know something new.

Message: 1
Date: Fri, 20 Jan 2017 14:04:04 +
From: "Cena, Stephen (ext. 300)" 
To: 'Jeffrey Pilant' ,
"'rt-users@lists.bestpractical.com'"

Subject: Re: [rt-users] MySQL backups of RT 4.4.1 truncated
Message-ID:
<87f81e27495dc8489147e34a4152e268a4962...@mailstore2010.ogp.qvii.com>
Content-Type: text/plain; charset="us-ascii"

All the backups I'm doing are local to keep performance high. I sadly lost the 
"discussion" to keep the MySQL server on a Linux machine. What we're going to 
try is the following:
We're snapshotting/backing up the system at regular intervals so I will always 
have a backup of the .sql files. I'm going to move the MySQL TMP folder to the 
larger drive to see if that solves the issue. I think you might be on to 
something with the drive issue as it looks to be the only consistent factor. 
I'll update as I know more.

Stephen Cena
Senior Systems Administrator
Quality Vision International, Inc.
Phone: (585) 544-0450 x300
To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-gene...@qvii.com 
To report email issues: postmas...@qvii.com

Re: [rt-users] Tickets sent encrypted via SMIME don't store user attachments at creation

[Shawn M Moore]

Hi Aaron,

> On Jan 21, 2017, at 15:00, Aaron White  wrote:
> 
> Hi all. I have 4.4.1 installed on a latest rev centos 6 box. We utilize smime 
> to encrypt emails to our users, and that has been working just fine. The 
> issue I'm experiencing is that when I open the web dialog to create a ticket, 
> ensure 'encrypted' is checked, drag an attachment over the Dropbox area (to 
> which I see the upload bar complete and I see a pic of the jpg I attached), 
> and submit the ticket... I get an encrypted email from RT as expected, 
> however no attachment.

We believe we have a fix for this issue, which will be included in RT 4.4.2. If 
you're adventurous you're welcome to run the patch locally:

https://github.com/bestpractical/rt/commit/0b81e2ad0b33b8fb101bd70ef95eac0e00e62803
 


https://issues.bestpractical.com/Ticket/Display.html?id=32460 


Please let us know how it goes.

> Thanks!

Best,
Shawn

Re: [rt-users] Tickets sent encrypted via SMIME don't store user attachments at creation

[Aaron White]

Shawn,

Worked like a charm. Thanks!

Aaron

> On Jan 23, 2017, at 3:49 PM, Shawn M Moore  wrote:
> 
> Hi Aaron,
> 
>> On Jan 21, 2017, at 15:00, Aaron White  wrote:
>> 
>> Hi all. I have 4.4.1 installed on a latest rev centos 6 box. We utilize 
>> smime to encrypt emails to our users, and that has been working just fine. 
>> The issue I'm experiencing is that when I open the web dialog to create a 
>> ticket, ensure 'encrypted' is checked, drag an attachment over the Dropbox 
>> area (to which I see the upload bar complete and I see a pic of the jpg I 
>> attached), and submit the ticket... I get an encrypted email from RT as 
>> expected, however no attachment.
> 
> We believe we have a fix for this issue, which will be included in RT 4.4.2. 
> If you're adventurous you're welcome to run the patch locally:
> 
> https://github.com/bestpractical/rt/commit/0b81e2ad0b33b8fb101bd70ef95eac0e00e62803
> 
> https://issues.bestpractical.com/Ticket/Display.html?id=32460
> 
> Please let us know how it goes.
> 
>> Thanks!
> 
> Best,
> Shawn

[rt-users] . Previous ticket info on Queue Change (Joe Kirby)

[Cena, Stephen (ext. 300)]

Joe - Have you tried this plugin yet?

https://metacpan.org/pod/RT::Extension::MoveRules

I'm looking at it to control ticket flow, but it might do what you need. IT 
says its for version 3.8 though so I'm unsure if it will work on 4.4.x

Stephen Cena
Senior Systems Administrator 
Quality Vision International, Inc.
Phone: (585) 544-0450 x300
To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-gene...@qvii.com
To report email issues: postmas...@qvii.com

--

Message: 1
Date: Mon, 23 Jan 2017 06:50:27 -0500
From: Joe Kirby 
To: rt-users 
Subject: [rt-users] Previous ticket info on Queue Change
Message-ID: <2337c535-588d-4701-9614-9b03bebac...@umbc.edu>
Content-Type: text/plain; charset="us-ascii"

I want to move a ticket from queue A to queue B.\

I have 2 custom fields on queue B; 1 for queue name and 1 for queue number

I am trying to have a script know when a new ticket is coming into this queue 
and capture which queue it came from.

I have been searching the documentation with little success.

I know the sis probably easy for perl folks, which I am not unfortunately, and 
in the past I have ben successful when I can see an example

Can someone share if this is possible and do you have an example

Thanks in advance

Joe

Joe Kirby ,  Assistant Vice President, Business Systems Division of Information 
Technology (DoIT) 
Support Response -   http://www.umbc.edu/doit 
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu