[rt-users] Is it possible to change queue name in place of rtname?
I'd like to add queue name to the subject line in RT tickets. Is it possible to change the queue name in place of rtname in subject line? Can any one send me the solution for this issue? With Regards, Krishna Prasad ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Possible to strip rtname from subject in specific cases?
Previous email to the list brought back to my mind an issue we have. We need to send emails to another tool from RT and this tool scans the start of the subject line, so we need to strip rtname from the subject line somehow (or at least move it to the end). Is there a way to do this? Doro ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Hello from an RT newbie
Good morning everyone I just installed RT yesterday on Win2K server. It's the free netvigilance version. I want to monitor the server's status using webmin but I don't think this version uses a standard Apache config. Has anyone compiled from source for a windows install? Any cheat sheets or hints would be great. I really love webmin for it's mornitoring but if I can't monitor this version of RT, I'll need to do it the hard way. Thanks Nathan W. Gray Systems Administrator James Madison University Campus Card Services 540-568-2879 [EMAIL PROTECTED] smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Hello from an RT newbie
Hello For me it is nice to have this information too. We want to use RT on a Windows platform by project requirements. Thanks Josep -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Nathan Gray Sent: miércoles, 31 de octubre de 2007 12:10 To: rt-users@lists.bestpractical.com Subject: [rt-users] Hello from an RT newbie Good morning everyone I just installed RT yesterday on Win2K server. It's the free netvigilance version. I want to monitor the server's status using webmin but I don't think this version uses a standard Apache config. Has anyone compiled from source for a windows install? Any cheat sheets or hints would be great. I really love webmin for it's mornitoring but if I can't monitor this version of RT, I'll need to do it the hard way. Thanks Nathan W. Gray Systems Administrator James Madison University Campus Card Services 540-568-2879 [EMAIL PROTECTED] -- This e-mail and the documents attached are confidential and intended solely for the addressee; it may also be privileged. If you receive this e-mail in error, please notify the sender immediately and destroy it. As its integrity cannot be secured on the Internet, the Atos Origin group liability cannot be triggered for the message content. Although the sender endeavours to maintain a computer virus-free network, the sender does not warrant that this transmission is virus-free and will not be liable for any damages resulting from any virus transmitted. Este mensaje y los ficheros adjuntos pueden contener informacion confidencial destinada solamente a la(s) persona(s) mencionadas anteriormente. Pueden estar protegidos por secreto profesional Si usted recibe este correo electronico por error, gracias de informar inmediatamente al remitente y destruir el mensaje. Al no estar asegurada la integridad de este mensaje sobre la red, Atos Origin no se hace responsable por su contenido. Su contenido no constituye ningun compromiso para el grupo Atos Origin, salvo ratificacion escrita por ambas partes. Aunque se esfuerza al maximo por mantener su red libre de virus, el emisor no puede garantizar nada al respecto y no sera responsable de cualesquiera danos que puedan resultar de una transmision de virus -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Possible to strip rtname from subject in specific cases?
Doro, Take a look at the following wiki entry to move $rtname to the end of the subject, http://wiki.bestpractical.com/view/MoveRTName You can also arbitrarily customize the subject line with $EmailSubjectTagRegex. Ed On 31-Oct-07, at 7:11 AM, Dorothea Muecke-Herzberg wrote: Previous email to the list brought back to my mind an issue we have. We need to send emails to another tool from RT and this tool scans the start of the subject line, so we need to strip rtname from the subject line somehow (or at least move it to the end). Is there a way to do this? Doro ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Queues and scrips
Hi Please help How do I disable a scrip for a queue? I dont want the on create scrip to run for a certain queue, but for the life of me cant figure out how. Thanks in advance Kobus ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Is it possible to change queue name in place of rtname?
You want this: http://svn.bestpractical.com/cgi-bin/index.cgi/bps/browse/RT-Extension-BrandedQueues/ On 10/31/07, Krishna Prasad [EMAIL PROTECTED] wrote: I'd like to add queue name to the subject line in RT tickets. Is it possible to change the queue name in place of rtname in subject line? Can any one send me the solution for this issue? With Regards, Krishna Prasad ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] ShowUserEntry file
I found th link below regarding changing displaying UID to RealName. However, my ShowUserEntry file already contains %$User-RealName% and creating/modifying ticket does not displays the RealName. The parameter in the post below indicates %($User-RealName) is there a % missing or is my parameter incorrect? http://marc.info/?l=rt-usersm=118944517115245w=2 Additionally, do I need to stop/restart RT (v3.6.4) to take affect? Thank you. Mike __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Possible to strip rtname from subject in specific cases?
Hi Doro, I needed a way to strip the ticket info from the subject line also, but couldn't find anything within RT that would let me do this. I ended up modifying the SetSubjectToken method of Sendmail.pm so that I could selectively turn off the feature that adds the [myrt #1234] token to the beginning of the subject. To disable the add ticket info feature, you add a secret code to the beginning of the subject line in your template. If the code is there, my mod strips it and then sends the e-mail with the original subject line unchanged. If the code isn't there, the subject line gets modified as usual. You set a variable ($DisableSubjectToken) in RT_SiteConfig.pm to some random sequence of characters that are not likely to ever show up at the beginning of one of your ticket subjects and prepend that variable to your subject line in your template when you want to turn off ticket stamping. It may be overkill, but it works great for us and stays out of the way unless I need it. Here's where you can find it: http://wiki.bestpractical.com/view/SendEmail The documentation might be a little muddy, so feel free to ask if you can't figure it out. Regards, Gene At 04:11 AM 10/31/2007, Dorothea Muecke-Herzberg wrote: Previous email to the list brought back to my mind an issue we have. We need to send emails to another tool from RT and this tool scans the start of the subject line, so we need to strip rtname from the subject line somehow (or at least move it to the end). Is there a way to do this? Doro -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RTFM 2.2.1 upgrade issue
Hello all, I'm attempting an upgrade of RT RTFM on my test server. The RT upgrade (from 3.4.4 to 3.6.5) went fine. The upgrade of RTFM, not so good. I'm going from 2.0.4 to 2.2.1. I've followed the instructions in the README, and all the upgrade scripts ran without any errors or warnings. However, after the upgrade process ( clearing Mason dirs restarting httpd of course) I can't see the articles contents any more. They are still there on the Overview page, just empty of content on the Article page. No errors in the Apache logs. In rt.log only: [Wed Oct 31 20:54:37 2007] [debug]: RT::FM::ArticleCollection Limit called :QUOTEVALUE 0 VALUE LastUpdated FIELD Created OPERATOR != (/usr/local/rt3/lib/RT/FM/ArticleCollection_Overlay.pm:78) not sure if it's relevant? I'm still troubleshooting, but I wonder if anyone else might know where I went wrong? Thanks, Roy PS: Solaris 10, Perl 5.8.8, Apache 2.2.6, mod_perl 2.0.3, MySQL 5.0.45 -- Roy McMorran Systems Administrator MDI Biological Laboratory [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Create Ticket but only if Custom Field is...
-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1
I'm having the hardest time figuring out how to create a ticket based on
the status of a Custom Field.
I have two Custom Fields
1: Billable
It's a select one field with values of:
Yes
No
Covered
Gratis
2: Followup
It's a select one field with values of:
Yes
No
I have the two corresponding scrips written:
1: Invoice
Condition: User Defined
Action: Create Tickets
Template: Generate-Invoice
Custom Condition:
return 0 unless $trans-Type eq Resolve;
return undef unless
($self-TicketObj-FirstCustomFieldValue('Name_of_your_Custom_Field') =~
/Yes/i);
return 1;
return undef unless
($self-TicketObj-FirstCustomFieldValue('Name_of_your_Custom_Field') =~
/Gratis/i);
return 1;
return undef unless
($self-TicketObj-FirstCustomFieldValue('Name_of_your_Custom_Field') =~
/Covered/i);
return 1;
2:
Condition: User Defined:
Action: Create Tickets:
Template: generate-followup
Custom Condition:
return 0 unless $trans-Type eq Resolve;
return undef unless ($self-TicketObj-FirstCustomFieldValue('Followup')
=~ /Yes/i);
return 1;
I have two corresponding templates created:
1:
===Create-Ticket: generate-invoice
Queue: Accounting
Subject: Invoice: { $Tickets{'TOP'} - Subject() }
Requestor: {$Tickets{'TOP'}-OwnerObj-EmailAddress() }
RefersTo: {$Tickets{'TOP'}-Id() }
Content: Please generate an invoice for this customer.
Billable was set to:
{$Tickets}{'TOP'}-TicketObj-FirstCustomFieldValue('Billable')}
Billable hours was set to:
{$Tickets}{'TOP'}-TicketObj-FirstCustomFieldValue('Billable Hours')}
Please refer to previous ticket for more information.
ENDOFCONTENT
2:
===Create-Ticket: generate-followup
Queue: Customer Service
Subject: Invoice: { $Tickets{'TOP'} - Subject() }
Requestor: {$Tickets{'TOP'}-OwnerObj-EmailAddress() }
RefersTo: {$Tickets{'TOP'}-Id() }
Content: A follow up was requested on this ticket. Please refer to
previous ticket for more information.
ENDOFCONTENT
I then created a test ticket with Billable set to Yes and Followup to
Yes, and neither ticket spawned!!!
Help please!!!
Thanks in advance,
Matt Westfall
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[rt-users] Dropdown lists of queue names
I've added two queues to RT. They are shown as active. The problem is that they don't appear in the dropdown lists of queue names for ticket creation on the home page. They do appear in the dropdown list of queue names shown in the ticket basic information panel; I can change a ticket to these queues, but I can't create a ticket in them directly. I've cycled Apache and deleted everything in folder (/opt/rt/)var/mason_data/obj/ to cause the mason cache to be rebuilt. Can anyone tell me what's necessary to get these dropdown lists to be recreated, or what could be wrong with the queues so that they don't appear? (I'm not clear at what point MySQL queries are made, to create these lists. It doesn't seem to be dynamically created when you drop down the lists.) This has happened before and I messed around with RT cycles until the problem went away, but I don't know exactly which swift kick was the effective one. I'm running RT 3.6.5 in Linux, Novel SLES 9.0 distribution, with Apache 1 and Perl 5.8.3. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: FW: [rt-users] Possible to strip rtname from subject in specific cases?
Thank you all very much for your pointers. I've decided to implement the
SendEmail overlay from Gene, because it seems to give me exactly what I
need.
Gene, I've got it almost working, my only problem is that the original
subject line gets stripped as well, only the prefix part of the subject from
my template gets through.
My template is:
{
my $ToAddress = '[EMAIL PROTECTED]';
my $FromAddress = $Ticket-CreatorObj-EmailAddress;
my $Subject = $RT::DisableSubjectToken;
$Subject .= 'dummy' . $Ticket-Transactions-First-Subject;
my $Content = $Ticket-Transactions-First-Content();
$OUT = From: $FromAddress\n;
$OUT .= To: $ToAddress\n;
$OUT .= Reply-To: $FromAddress\n;
$OUT .= Subject: $Subject\n\n;
$OUT .= $Content\n;
}
SendEmail_Local.pm looks like this:
use strict;
no warnings qw(redefine);
sub SetSubjectToken {
my $self = shift;
my $tag = [$RT::rtname # . $self-TicketObj-id . ] ;
my $sub = $self-TemplateObj-MIMEObj-head-get('Subject');
my $no_rt_flag = $RT::DisableSubjectToken if $RT::DisableSubjectToken;
unless ( $sub =~ /\Q$tag\E/ ) {
$sub =~ s/(\r\n|\n|\s)/ /gi;
chomp $sub;
if ( $no_rt_flag $sub =~ /^\Q$no_rt_flag\E/ ) {
$sub =~ s/(\Q$no_rt_flag\E)//;
$tag = '';
}
$self-TemplateObj-MIMEObj-head-replace( 'Subject', $tag . $sub
);
}
}
1;
And the email header is:
From: [EMAIL PROTECTED]
To: [EMAIL PROTECTED]
Reply-To: [EMAIL PROTECTED]
Subject: dummy
Somewhere the original subject gets lost. Any ideas why?
(I am running RT 3.6.5)
Thanks,
Doro
On 01/11/2007, Gene LeDuc wrote:
Hi Doro,
I needed a way to strip the ticket info from the subject line also, but
couldn't find anything within RT that would let me do this. I ended up
modifying the SetSubjectToken method of Sendmail.pm so that I could
selectively turn off the feature that adds the [myrt #1234] token to the
beginning of the subject.
To disable the add ticket info feature, you add a secret code to the
beginning of the subject line in your template. If the code is there, my
mod strips it and then sends the e-mail with the original subject line
unchanged. If the code isn't there, the subject line gets modified as
usual. You set a variable ($DisableSubjectToken) in RT_SiteConfig.pm to
some random sequence of characters that are not likely to ever show up at
the beginning of one of your ticket subjects and prepend that variable to
your subject line in your template when you want to turn off ticket
stamping.
It may be overkill, but it works great for us and stays out of the way
unless I need it. Here's where you can find it:
http://wiki.bestpractical.com/view/SendEmail
The documentation might be a little muddy, so feel free to ask if you
can't figure it out.
Regards,
Gene
At 04:11 AM 10/31/2007, Dorothea Muecke-Herzberg wrote:
Previous email to the list brought back to my mind an issue we have. We
need to send emails to
another tool from RT and this tool scans the start of the subject line, so
we need to
strip rtname from the subject line somehow (or at least move it to the
end).
Is there a way to do this?
Doro
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
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[rt-users] ExtractCustomField Regexp Help Needed
Hello, I am using ExtractCustomField to try to populate some custom fields by scanning for values in the body of the incoming message. My regexp needs to match a starting string and then grab everything to the end of the line. I have the regexp working with egrep in the bash shell, but my custom fields aren't being populated. Here's the output of the egrep command: [EMAIL PROTECTED] ~]$ egrep 'CSR Contact Name\s*([\w*|\s*])*' CSRFile CSR Contact Name Test Customer [EMAIL PROTECTED] ~]$ Here's the contents of CSRFile: [EMAIL PROTECTED] ~]$ cat CSRFile CSR Contact Name Test Customer [EMAIL PROTECTED] ~]$ Here's the relevant line of my CFExtract Template (#18): Customer Name|body|CSR Contact Name\s*([\w*|\s*])*|| Here's the contents of my Scrip (#16) Description: CFExtract Condition: On Create Action: Extract Custom Field Values Template:CFExtract Stage: TransactionCreate I do have one working that simply grabs a number from the subject line, so I believe that the ExtractCustomField add-on is working properly. Could some kind regexp/rt expert point me in the right direction? Thank you. Darren Darren Ellis [EMAIL PROTECTED] Office: (207) 376-0137, x2201 Mobile: (207) 841-4000 -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Is it possible to change queue name in place of rtname?
http://svn.bestpractical.com/cgi-bin/index.cgi/bps/browse/RT-Extension-Brand edQueues/ Is this (i.e. the above link for queue name in place of rtname in subject line) helpful for RT 3.6.5 version? I have read the Readme file, it says it is helpful for 3.2 and 3.4 versions. I am using RT3.6.5 version. Can you please give me the solution for RT3.6.5 version and also I am using centos 4.3 version. --- You want this: http://svn.bestpractical.com/cgi-bin/index.cgi/bps/browse/RT-Extension-Brand edQueues/ On 10/31/07, Krishna Prasad [EMAIL PROTECTED] wrote: I'd like to add queue name to the subject line in RT tickets. Is it possible to change the queue name in place of rtname in subject line? Can any one send me the solution for this issue? With Regards, Krishna Prasad ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
