Re: [rt-users] Customer Centric RT?

On Montag 21 Mai 2007, Justin Brodley wrote: > Has anyone done any work into making RT more customer centric? > > > > Some history to help explain what I'm looking for. > > > > Basically were an ASP hosting operation, we have hundreds of customers > that pay us money to host their site. Our company

[rt-users] Re: Customer Centric RT?

Jay R. Ashworth wrote in Article <[EMAIL PROTECTED]> posted to gmane.comp.bug-tracking.request-tracker.user: > You need the same thing from RT that I've always needed (being in the > contract computer consulting business), and to the best of my > knowledge, the closest you can currently get to tha

[rt-users] Need scrip to notify CCs if requestor replies to Resolved message

Hello all. I am needing assistance with a custom scrip for RT 3.6.3. What I need is a scrip that will run if a requestor replies to a ticket that has been previously resolved. The scenario would be that one of my techs changes the status to Resolved, which sends the brief 'resolved' message

Re: [rt-users] Posting directly into RT via external web application

Steve Huston wrote: Since sending that email, I remembered REST, and have pointed him at that (as well as the source to 'rt' and 'rt-mailgate'). So far he's happy :> There's also RT::Client::REST : http://search.cpan.org/~dmitri/RT-Client-REST/ - Dmitri.

Re: [rt-users] Posting directly into RT via external web application

Just extract the web user's email address from the $self->TransactionObj->Content with an OnCreate scrip and then have RT send an acknowledgment to that address. Letting RT handle this is pretty simple, especially since your webdude gets to define the format of the e-mail that gets sent to RT.

[rt-users] Reminders

Can someone point me to decent documentation on how to use Reminders and what they are good for? I haven't found anything in The Book or the online User Manual, and I haven't stumbled across any documentation in the wiki. Thanks, Gene -- Gene LeDuc, GSEC Security Analyst San Diego State Univ

Re: [rt-users] Posting directly into RT via external web application

On 05/23/2007 03:10 PM, Stephen Turner wrote: > You can definitely have your web form send email to RT, generate > tickets, and have custom fields populated (via an RT extension). I'm > curious about what the snags are that make email not possible. Not impossible, just partially more painful and

Re: [rt-users] Posting directly into RT via external web application

At Wednesday 5/23/2007 02:36 PM, Steve Huston wrote: Apologies if this is covered in the archives somewhere, but my search-fu resulted in pages of completely unrelated topics. We're going to be using a queue in RT to handle applications sent in for positions. Right now, we've got a nice web int

[rt-users] Posting directly into RT via external web application

Apologies if this is covered in the archives somewhere, but my search-fu resulted in pages of completely unrelated topics. We're going to be using a queue in RT to handle applications sent in for positions. Right now, we've got a nice web interface which gathers all the information from someone,

Re: [rt-users] Surveys

At Wednesday 5/23/2007 12:58 PM, José de Paula Eufrásio Júnior wrote: Can you share your scrip for me to use it as a starting point? :) []s core Hi Jose, Sure - the scrip is Condition - user defined (see code below) Action - notify requestor Template - survey email (contains a link to the su

Re: [rt-users] New emails only going to the General Queue

Stephan, If you changed the aliases in any way (like make the first letter a capitol or something like that), then that could cause it. Kenn LBNL Stephen Turner wrote: At Wednesday 5/23/2007 10:32 AM, Richard Solid wrote: Need help! When sending an email to [EMA

[rt-users] RTx-Shredder 0.06 installation error

Hi RT Users, today i've tryed to install the latest rtx-shredder, but it brokes with the following error: t/02userok t/03plugin..ok 2/22 # Failed test 'correct plugins' t/03plugin..NOK 3# in t/03plugin.t at line 18. # Compared array length of $data #

Re: SV: SV: SV: [rt-users] Charset error in subje ct when using Danish letters (æøå / Æ ØÅ)

On May 23, 2007, at 5:23 AM, Brian Kjelin Olsen wrote: To summarize: It is only the subject in the _outgoing_ mail from RT that has wrong characters - the mail body looks fine (including Nordic national characters). Everything inside RT looks fine and the subject is shown correctly in the

Re: [rt-users] Mysql problems with our RT system

On Wednesday 23 May 2007 10:58, Carlos Randolph wrote: > I've gone into MySQL and did the whole "OLD_PASSWORD" thing for the RT_USER > account but we still get the same thing.  I'm checked to make sure the the > Perl modules are all up to date and they are.  I'm not sure what else I > should look a

Re: [rt-users] Translation of .po files

On May 23, 2007, at 10:48 AM, Nelson Ferraz wrote: Hi! I'm starting to work with RT, and since I have some experience with Perl, I decided to start by making some contributions -- and the easiest way to start was to improve the Brazilian Portuguese translation, which is not up-to-date.

Re: [rt-users] Mysql problems with our RT system

I enabled the old password support in my.cnf and then re-started both apache and mysql. When I try to hit the site in the web browser I get a blank page, absolutely nothing with no errors. In the httpd/error_log I get: [Wed May 23 11:08:23 2007] [notice] child pid 28611 exit signal Segmentation

Re: [rt-users] Mysql problems with our RT system

On Wednesday 23 May 2007 10:58, Carlos Randolph wrote: > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 106 > [Wed May 23 09:49:21 2007] [error] Connect Failed Client does not support > authentication protocol requested by server; consider upgrading MySQL > client\n at /opt/rt3/li

Re: [rt-users] Surveys

At Wednesday 5/23/2007 11:24 AM, José de Paula Eufrásio Júnior wrote: Hey, I need to do one of those "costumer satisfaction surveys" on random ticket closings. I'm thinking in a Script to open a new ticket about a survey and using an external app to do the actual survey stuff. Unless someone

[rt-users] Surveys

Hey, I need to do one of those "costumer satisfaction surveys" on random ticket closings. I'm thinking in a Script to open a new ticket about a survey and using an external app to do the actual survey stuff. Unless someone has a better idea :) []s Jose P. E. Junior

[rt-users] Mysql problems with our RT system

We have RT installed on two systems (1 production and 1 development) and things have been running great for nearly a year. We are at 3.6.3 on both systems as well. There were some Perl updates made on our DEV environment and I believe this included MySQL portions. We started getting 500 Error M

Re: [rt-users] ExtractCustomFieldValue not working

On May 23, 2007, at 5:48 AM, Mathew Snyder wrote: I've set up the ExtractCustomFieldValue on our server and have, as far as I know, configured the template and scrip as necessary. However, it isn't working. Actually, I have two for two different CFs. This are my templates: Environment|"B

[rt-users] Translation of .po files

Hi! I'm starting to work with RT, and since I have some experience with Perl, I decided to start by making some contributions -- and the easiest way to start was to improve the Brazilian Portuguese translation, which is not up-to-date. My first question is -- should I edit the .po files d

Re: [rt-users] New emails only going to the General Queue

At Wednesday 5/23/2007 10:32 AM, Richard Solid wrote: Need help! When sending an email to [EMAIL PROTECTED] the message goes to the General queue like its suppose to. When sending an email to [EMAIL PROTECTED] the message goes to the Gener

RE: [rt-users] Customer Centric RT?

> -Original Message- > From: [EMAIL PROTECTED] [mailto:rt-users- > [EMAIL PROTECTED] On Behalf Of Mikko Lipasti > - "Justin Brodley" <[EMAIL PROTECTED]> wrote: > > No, our main point is we need to be able to have Customers in the > > system and requestors as internal employees who ar

[rt-users] New emails only going to the General Queue

Need help! When sending an email to [EMAIL PROTECTED] the message goes to the General queue like its suppose to. When sending an email to [EMAIL PROTECTED] the message goes to the General queue and its suppose to go to the Bugs queue. rt: "|/usr/bin/rt-mailgate --queue General --action corres

RE: [rt-users] Customer Centric RT?

Mikko- This is an interesting way to consider doing this work. I hadn't thought about additional roles. Justin Brodley  -Original Message- From: Mikko Lipasti [mailto:[EMAIL PROTECTED] Sent: Wednesday, May 23, 2007 3:57 AM To: Justin Brodley Cc: rt-users@lists.bestpractical.com Subje

Re: [rt-users] Customer Centric RT?

- "Justin Brodley" <[EMAIL PROTECTED]> wrote: > No, our main point is we need to be able to have Customers in the > system and requestors as internal employees who are requesting on > "behalf" of the customer. I'm really just trying to find out if anyone > has done work like this already, or i

[rt-users] ExtractCustomFieldValue not working

I've set up the ExtractCustomFieldValue on our server and have, as far as I know, configured the template and scrip as necessary. However, it isn't working. Actually, I have two for two different CFs. This are my templates: Environment|"Body"|CUSTOMER ENVIRONMENT\s+\[(\w+)\] and Severity|"Body"|

SV: SV: SV: [rt-users] Charset error in subj ect when using Danish letters (æøå / ÆØÅ)

To summarize: It is only the subject in the _outgoing_ mail from RT that has wrong characters - the mail body looks fine (including Nordic national characters). Everything inside RT looks fine and the subject is shown correctly in the webui. Even checked the database tables and they're fine too.

[rt-users] rt-mailgate user

Hi folks I'm trying to get rt-mailgate working (via fetchmail) and I get an error. I've included the email I get back along with the sendmail logs, the fetchmailrc and /etc/aliases entry. I think the problem may be that RT doesn't know which user to use. In the perldoc for rt-mailgate it says