RE: [rt-users] RT statistics?
Hi, I cannot exactly find how to create new 'Mason components'. Do you happen to have some documentation about it somewhere? Regards, Met vriendelijke groet, Wouter van den Bergh, Customer Support Engineer 2nd Line Easynet Nederland B.V., http://www.easynet.nl Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80, Fax: +31 (0)20 798 98 05 [EMAIL PROTECTED] -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Emmanuel Lacour Sent: dinsdag 30 oktober 2007 12:01 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT statistics? On Tue, Oct 30, 2007 at 11:32:42AM +0100, Wouter van den Bergh wrote: Hi, I have a working RT 3.6.1 install, and I would like some easy to manage statistics with it. I've found this; http://wiki.bestpractical.com/view/RT3StatisticsPackage But it seems rather outdated. When I install this on our system, the stats are just working half/half. Does anyone know if there is an updated package available for RT 3.6.1, or something similar alike it? Rt 3.6.x now include a new statistic module, accessible via the Tools/Reports menu (3 built-in reports, you can add it by creating new Mason components). You can also generate graph from a search, look at the bottom of your search result, there is a button to convert it in pie or bar chart. -- Emmanuel Lacour Easter-eggs 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 41 35 00 76 mailto:[EMAIL PROTECTED] -http://www.easter-eggs.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 ___ 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] Merged tickets
Hi I use 3.6.5 and all is well except when i merge tickets. When i want to do anything with merged tickets tghe system slow down to a snail and even times out. I then have to close and reopen browser to continue as it will just not do anything. Can anybody help please. Thanks 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] Special Custom Field Display/Edit - Suggestions?
On Tue, 30 Oct 2007 11:51:34 -0400
Todd Williams [EMAIL PROTECTED] wrote:
Has anyone done anything similar to this? Can anybody offer some
pointers, ideas, or thoughts? Any suggestions would be greatly
appreciated.
we are currently implementing something like this (that is special
customfield with customised editor viewer). Approach, which seems to
work quite fine is adding new type of custom field (which will be used
only in one cf, but it gives us nice separation of code):
% cat local/lib/RT/CustomField_Local.pm
no warnings qw/redefine/;
package RT::CustomField;
$FieldTypes{ClCustID} = [
'Select multiple customers',
'Select one customer'
];
then, we create/add custom field to queue(s). As rt is using custom
field type for selecting which widget/componenet, so it is using:
local/html/Elements/EditCustomFieldClCustID
local/html/Elements/ShowCustomFieldClCustID
they were created based on one of default ones, with added additional
'helper' dropdowns and searches. They use some javascript/async
requests to fetch data from other systems and modify existing controls.
The only thing you have to keep in mind is that the value stored in
customfield is the one which is passed in
'%$NamePrefix.$CustomField-Id%-Value' field of form, so you have to
make sure it is filled with correct value.
Hope it helps.
--
Stanislaw Sawa
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[rt-users] Enable Scrips per queue
Hi I want to disable some global scrips for a new queue and haver tried to follow http://lists.bestpractical.com/pipermail/rt-users/2007-October/048215.html but it does not work. All i get is the same scripts page. Has anyone else tried this and if so on what version and what did you do to get it to work? I use 3.6.4. Thanks 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] Dropdown lists of queue names
Traditionally the no show of queues is resolved by: 1. Logging off RT and back on And/or 2. Making sure you have the proper rights to view the newly created queues From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Roger Mastrude Sent: Wednesday, October 31, 2007 7:22 PM To: rt-users@lists.bestpractical.com Subject: [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: [rt-users] ExtractCustomField Regexp Help Needed
On Wed, Oct 31, 2007 at 8:47 PM, in message [EMAIL PROTECTED], Darren Ellis [EMAIL PROTECTED] wrote: 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. Darren, I believe that the ExtractCustomField code is only able to inspect the email headers to look for matches. I don't think it can look in the message body. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us ___ 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] ExtractCustomField Regexp Help Needed
On Nov 1, 2007, at 9:20 AM, Tim Wilson wrote: On Wed, Oct 31, 2007 at 8:47 PM, in message [EMAIL PROTECTED], Darren Ellis [EMAIL PROTECTED] wrote: 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. Darren, I believe that the ExtractCustomField code is only able to inspect the email headers to look for matches. I don't think it can look in the message body. Tim It should look in the body without a problem. I've used it to parse email bodies in the past. Darren The newer versions of ECFV are reasonably chatty when run with debug logging. What does it say about what it is trying to match against your regexp? You may also want to test with perl instead of egrep. perl -ne 'print $1 if /CSR Contact Name\s*([\w*|\s*])*/' CSRFile For starters, I don't think you really want | or * inside a character class. -kevin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] ExtractCustomField Regexp Help Needed
Hello Darren, for historic reason ECFV uses | as delimiter in the template. If you use | in your regexp what you do the template will not behave as you might expect. You can redefine the separator ECFV uses by inserting a line at the beginning of your scanner template, e.g. Separator=# then you write Customer Name#body#CSR Contact Name\s*([\w*|\s*])*## though I think you mean Customer Name#body#CSR Contact Name\s*([\w\s]*)## which will match Test Customer into your custom field. You will need ECVF Version 1.1b2 or later to change the separator. Actual version is 1.2b3 http://page.mi.fu-berlin.de/pape/rt3/ExtractCustomFieldValues.tgz Regards, Dirk. --Am 31. Oktober 2007 21:47:33 -0400 schrieb Darren Ellis [EMAIL PROTECTED]: Hello, I am using ExtractCustomField to try to populate some custom fields by scanning for values in the body of the incoming message. My regexp needs to match a starting string and then grab everything to the end of the line. I have the regexp working with egrep in the bash shell, but my custom fields aren't being populated. Here's the output of the egrep command: [EMAIL PROTECTED] ~]$ 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 ___ 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] Enable Scrips per queue
Try the deactivate scrip patch from here http://page.mi.fu-berlin.de/pape/rt3/patches/rt/3.6.4/ Kobus Bensch NF wrote: Hi I want to disable some global scrips for a new queue and haver tried to follow http://lists.bestpractical.com/pipermail/rt-users/2007-October/048215.html but it does not work. All i get is the same scripts page. Has anyone else tried this and if so on what version and what did you do to get it to work? I use 3.6.4. Thanks 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 ___ 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] ExtractCustomField Regexp Help Needed
Tim Wilson wrote: On Wed, Oct 31, 2007 at 8:47 PM, in message [EMAIL PROTECTED], Darren Ellis [EMAIL PROTECTED] wrote: 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. Darren, I believe that the ExtractCustomField code is only able to inspect the email headers to look for matches. I don't think it can look in the message body. Sure it can. Here's my template for taking everything after 'Host:' (useful for Nagios alert) Server|Body|Host:\s(.*)$|| One thing I notice is that the example and mine both have Body capitalized, while the OP doesn't. You might try changing that. Maybe this would work (untested). Customer Name|Body|CSR Contact Name\s*(.*)$|| Ryan begin:vcard fn:Ryan Fox n:Fox;Ryan org:The University of Findlay;Information Technology Services adr:128 Old Main;;1000 Main St;Findlay;OH;45840;USA email;internet:[EMAIL PROTECTED] title:Network Services Manager tel;work:419-434-4348 x-mozilla-html:TRUE version:2.1 end:vcard ___ 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] Notifications not being sent to 'Cc:' addresses when commenting on a ticket
Background info: RT 3.6.4 (with LDAP support added) RHEL 5 Postgres 8.1 (RHEL standard install) First off -- I'm a little confused. Do I need to have a scrip in place to send email to addresses added on the Cc: line (in the web interface)? It doesn't work either way for me -- but I don't think you need to have a scrip for this anyway (since you are explicitly adding the Cc line on the page -- why HAVE the field if it does nothing?). RT doesn't generate the mail at all, as far as I can tell (no outgoing email recorded message is logged on the ticket). They DO work on a correspondence. Ideas? Thanks, Matt Goheen ___ 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] Notifications not being sent to 'Cc:' addresses when commenting on a ticket
Make sure you have a Notify Others on Comment scrip for that queue. Matthew Goheen wrote: Background info: RT 3.6.4 (with LDAP support added) RHEL 5 Postgres 8.1 (RHEL standard install) First off -- I'm a little confused. Do I need to have a scrip in place to send email to addresses added on the Cc: line (in the web interface)? It doesn't work either way for me -- but I don't think you need to have a scrip for this anyway (since you are explicitly adding the Cc line on the page -- why HAVE the field if it does nothing?). RT doesn't generate the mail at all, as far as I can tell (no outgoing email recorded message is logged on the ticket). They DO work on a correspondence. Ideas? Thanks, Matt Goheen ___ 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] Some little performance notes...
During our latest upgrade, we were trying to determine which platform to install RT on. We had three basic choices: o Install on our Sun V440 server (main production file server, 4 SPARC CPUs) o Install on a NEW Sunfire X2200 server (dual Athlon CPUs) running Solaris 10 o Install on same X2200 running RHEL 5 We did some very basic tests. We installed RT 3.6.4 on the V440 (also Solaris 10) and tried the X2200 under both Solaris 10 and RHEL 5. All machines ran Postgres (I believe they were all Postgres 8.1 -- but we used whatever came with the standard install). Our existing RT machines was an IBM x335 (dual Xeon 3GHz) running RT 3.4.2 under RHEL 3. In a nutshell, we found: o The V440 was about 3-4 times slower than our our existing machine o The X2200 running Solaris was marginally faster than our existing machine o The X2200 running RHEL 5 was about three times faster than our existing machine We went with RHEL 5. We did not spend any time trying to figure out WHY Solaris 10 was so slow. We did notice that times under Solaris would vary quite a bit, even repeating the same search (this was not the case under Linux). Matt Goheen University of Rochester Laboratory for Laser Energetics ___ 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] Message not recorded...permission denied
We get the following message in a seemingly random pattern when users reply to an issue. I've checked their replies, and it's formatted properly. Does anyone know what might be happening? Thanks! John - From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Sent: Thursday, November 01, 2007 10:42 AM To: John Stonebraker Subject: Message not recorded Permission Denied - Here's what user.log says: Oct 31 17:13:02 rt RT: We found a merged ticket.462/451 Oct 31 17:13:03 rt last message repeated 71 times Oct 31 17:32:49 rt RT: Converting 'us-ascii' to 'utf-8' for text/plain - RE: [rt.timco.aero #566] Computers in Breakroom for Benefits Oct 31 17:32:49 rt RT: Found a ticket ID. It's 566 Oct 31 17:32:49 rt RT: Permission Denied (/usr/share/request-tracker3.6/lib/RT/Interface/Email.pm:241) Oct 31 17:32:49 rt RT: Could not record email: Message not recorded: Permission Denied (/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway:73) Oct 31 20:54:13 rt RT: Converting 'iso-8859-1' to 'utf-8' for text/plain - Subjectless message Oct 31 20:54:13 rt RT: Guessed encoding: ascii Oct 31 20:54:13 rt RT: Guessed encoding: ascii -- 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] Message not recorded...permission denied
Check the rights on the queue and make sure they can update tickets...we had this happen to us. From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of John Wells Sent: Thursday, November 01, 2007 12:40 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Message not recorded...permission denied We get the following message in a seemingly random pattern when users reply to an issue. I've checked their replies, and it's formatted properly. Does anyone know what might be happening? Thanks! John - From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Sent: Thursday, November 01, 2007 10:42 AM To: John Stonebraker Subject: Message not recorded Permission Denied - Here's what user.log says: Oct 31 17:13:02 rt RT: We found a merged ticket.462/451 Oct 31 17:13:03 rt last message repeated 71 times Oct 31 17:32:49 rt RT: Converting 'us-ascii' to 'utf-8' for text/plain - RE: [rt.timco.aero #566] Computers in Breakroom for Benefits Oct 31 17:32:49 rt RT: Found a ticket ID. It's 566 Oct 31 17:32:49 rt RT: Permission Denied (/usr/share/request-tracker3.6/lib/RT/Interface/Email.pm:241) Oct 31 17:32:49 rt RT: Could not record email: Message not recorded: Permission Denied (/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway:73) Oct 31 20:54:13 rt RT: Converting 'iso-8859-1' to 'utf-8' for text/plain - Subjectless message Oct 31 20:54:13 rt RT: Guessed encoding: ascii Oct 31 20:54:13 rt RT: Guessed encoding: ascii -- This message has been scanned for viruses and dangerous content by MailScanner http://www.mailscanner.info/ , 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] Message not recorded...permission denied
Check the rights on the queue and make sure they can update tickets.we had this happen to us. Indeed...now that I think about it, this is the issue. Our tickets come in on an Incoming queue, but then are moved around. We had ReplyTo set on the incoming queue for everyone, but not the other queues. Thanks for your help! John -- 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: FW: FW: [rt-users] Possible to strip rtname from subject in specific cases?
I'm not sure whether it makes a difference, but Subject is a function,
just like Content. Try using Subject() instead of Subject.
At 09:38 AM 11/1/2007, Dorothea Muecke-Herzberg wrote:
I simplified the template to:
{
my $ToAddress = 'mailto:[EMAIL PROTECTED][EMAIL PROTECTED]';
my $FromAddress = $Ticket-CreatorObj-EmailAddress;
my $Subject .= $Ticket-Transactions-First-Subject;
$RT::Logger-debug(Subject is =$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;
}
The log says:
[Thu Nov 1 16:01:40 2007] [debug]: Subject is == (template:5)
So, yes, the original subject is not coming through. !?
Doro
--
From: Gene LeDuc [mailto:[EMAIL PROTECTED]
Sent: 01 November 2007 15:45
To: Dorothea Muecke-Herzberg
Cc: mailto:rt-users@lists.bestpractical.comrt-users@lists.bestpractical.com
Subject: Re: FW: [rt-users] Possible to strip rtname from subject in
specific cases?
Hi Doro,
It sounds like the template isn't getting the original subject line from
$Ticket-Transactions-First-Subject. Try it without stripping the token
and see what happens. Replace
my $Subject = $RT::DisableSubjectToken;
with
my $Subject = ';
You can also use
$RT::Logger-debug(Subject is =$Subject=);
to log what is happening.
This will help focus the problem area.
Gene
At 05:28 PM 10/31/2007, Dorothea Muecke-Herzberg wrote:
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 = 'mailto:[EMAIL PROTECTED][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: mailto:[EMAIL PROTECTED][EMAIL PROTECTED]
To: mailto:[EMAIL PROTECTED][EMAIL PROTECTED]
Reply-To: mailto:[EMAIL PROTECTED][EMAIL PROTECTED]
Subject: dummy
Somewhere the original subject gets lost. Any ideas why?
(I am running RT 3.6.5)
Thanks,
Doro
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University ___
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Re: [rt-users] Notifications not being sent to 'Cc:' addresses when commenting on a ticket
Matthew, Comments default is to go nowhere except to be cataloged in the ticket history (notice drop-down on comments page reads Comments (not sent to Requestors). If you want to make comments on a ticket and have them go somewhere and reach those listed in the cc of the ticket you need to do the following: 1) set up a notification scrip either globally or for that queue with the condition On Comment and the action set to Notify other Recipients and use either the template Correspondence or create a special one. I believe the the notify CC's refers only to the CC's listed as Watchers of that queue and I assume you are talking about other cc's that you either add for the comment only or the one's added for the ticket only on the ticket page. 2) add the addresses for your cc recipients (delimited by a comma) in the CC block or defer to the one's listed specifically for the ticket. If you want to have the comment sent to the requestor, then I believe you will need another scrip to Notify Requestor with the same On Comment condition. Or you could merely change the drop down box from Comments (not sent to Requestors) to Reply to Requestor and I believe that would do it for the requestor as well. Hope this helps. Kenn LBNL On 11/1/2007 9:12 AM, Matthew Goheen wrote: Background info: RT 3.6.4 (with LDAP support added) RHEL 5 Postgres 8.1 (RHEL standard install) First off -- I'm a little confused. Do I need to have a scrip in place to send email to addresses added on the Cc: line (in the web interface)? It doesn't work either way for me -- but I don't think you need to have a scrip for this anyway (since you are explicitly adding the Cc line on the page -- why HAVE the field if it does nothing?). RT doesn't generate the mail at all, as far as I can tell (no outgoing email recorded message is logged on the ticket). They DO work on a correspondence. Ideas? Thanks, Matt Goheen ___ 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
Re: [rt-users] Message not recorded...permission denied
John, Perhaps the ticket has been moved or something. The queue where the ticket currently exists while the users are trying to reply needs to have ReplyToTicket as a right granted to either the group of users that use this queue or to privileged or the role you deem proper. I do not believe ModifyTicket needs to be granted in this case. The rights CommentOnTicket (and conversely ShowTicketComments) and ReplyToTicket (and conversely ShowOutgoingEmail) and ModifyCustomField exist to allow modification to tickets for those explicit functions only without allowing that same person to change dates, status, etc. other ticket fields. We set up most of those kind of rights (like ReplyToTicket) globally to the Requestor, CC and AdminCc roles so we don't have to worry about it on the queue level or grants those rights redundantly in queues. Hope this helps. Kenn LBNL On 11/1/2007 9:40 AM, John Wells wrote: We get the following message in a seemingly random pattern when users reply to an issue. I've checked their replies, and it's formatted properly. Does anyone know what might be happening? Thanks! John - From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Sent: Thursday, November 01, 2007 10:42 AM To: John Stonebraker Subject: Message not recorded Permission Denied - Here's what user.log says: Oct 31 17:13:02 rt RT: We found a merged ticket.462/451 Oct 31 17:13:03 rt last message repeated 71 times Oct 31 17:32:49 rt RT: Converting 'us-ascii' to 'utf-8' for text/plain - RE: [rt.timco.aero #566] Computers in Breakroom for Benefits Oct 31 17:32:49 rt RT: Found a ticket ID. It's 566 Oct 31 17:32:49 rt RT: Permission Denied (/usr/share/request-tracker3.6/lib/RT/Interface/Email.pm:241) Oct 31 17:32:49 rt RT: Could not record email: Message not recorded: Permission Denied (/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway:73) Oct 31 20:54:13 rt RT: Converting 'iso-8859-1' to 'utf-8' for text/plain - Subjectless message Oct 31 20:54:13 rt RT: Guessed encoding: ascii Oct 31 20:54:13 rt RT: Guessed encoding: ascii -- This message has been scanned for viruses and dangerous content by *MailScanner* http://www.mailscanner.info/, 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 ___ 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] RTFM 2.2.1 upgrade issue
Kevin Falcone wrote: On Nov 1, 2007, at 9:22 AM, Drew Barnes wrote: I found that I had to upgrade to 2.1 and run the associated scripts first, then upgrade again to 2.2.1. Perhaps I'll try that. You need to run migrate-2.0-to-2.1 and then do the various schema/acl/content upgrades in etc/upgrade. You should be able to do this from a 2.2.x tarball. That migrate script does not appear to be much different between 2.1.x to 2.2.1. I ran the latter version and it seemed to finish without errors. I also (subsequently) ran the 2.1.0, 2.1.30 and 2.2.0RC2 etc/upgrade scripts - schema/acl/content (that's a total of 9 times). I believe this to be the process described in the README. Still... I'm updating the upgrade instructions to get ready for 2.2.2 so I'm interested in seeing what you need to do to get safely upgraded. What I'm seeing is that (post-upgrade) none of the custom fields are selected for any class, hence no content. I can enable the custom fields manually, but the formatting is hosed (what was entered as WikiTextSingleBody now shows up in Body). Thanks, -r -- 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
Re: [rt-users] RTFM 2.2.1 upgrade issue
Roy McMorran wrote: Kevin Falcone wrote: On Nov 1, 2007, at 9:22 AM, Drew Barnes wrote: I found that I had to upgrade to 2.1 and run the associated scripts first, then upgrade again to 2.2.1. Perhaps I'll try that. OK, I backed out and re-upgraded as far as 2.1.40 and had the same result. No custom fields selected; no content visible. Not much point in proceeding to 2.2.x. What I'm seeing is that (post-upgrade) none of the custom fields are selected for any class, hence no content. I can enable the custom fields manually, but the formatting is hosed (what was entered as WikiTextSingleBody now shows up in Body). Ignore that bit about the formatting. I had changed that earlier on this test server. -- 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
RE: [rt-users] Some little performance notes...
One correction -- the IBM x335 has 2GHz Xeons, NOT 3GHz! - Matt -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Matthew Goheen Sent: Thursday, November 01, 2007 12:37 PM To: RT-Users@lists.bestpractical.com Subject: [rt-users] Some little performance notes... During our latest upgrade, we were trying to determine which platform to install RT on. We had three basic choices: o Install on our Sun V440 server (main production file server, 4 SPARC CPUs) o Install on a NEW Sunfire X2200 server (dual Athlon CPUs) running Solaris 10 o Install on same X2200 running RHEL 5 We did some very basic tests. We installed RT 3.6.4 on the V440 (also Solaris 10) and tried the X2200 under both Solaris 10 and RHEL 5. All machines ran Postgres (I believe they were all Postgres 8.1 -- but we used whatever came with the standard install). Our existing RT machines was an IBM x335 (dual Xeon 3GHz) running RT 3.4.2 under RHEL 3. In a nutshell, we found: o The V440 was about 3-4 times slower than our our existing machine o The X2200 running Solaris was marginally faster than our existing machine o The X2200 running RHEL 5 was about three times faster than our existing machine We went with RHEL 5. We did not spend any time trying to figure out WHY Solaris 10 was so slow. We did notice that times under Solaris would vary quite a bit, even repeating the same search (this was not the case under Linux). Matt Goheen University of Rochester Laboratory for Laser Energetics ___ 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
