Re: [rt-users] Requestors recieving blank email after replying

[Ruslan Zakirov]

Are you using Oracle DB?

On Wed, Oct 22, 2008 at 9:01 AM, Darren Azman <[EMAIL PROTECTED]> wrote:
> Thanks for the response.
>
> Blank emails means that as soon as the user sends a response to our email, 
> the user gets an auto-reply that has the same subject but a blank body other 
> than the previous correspondence. It's just an unnecessary email the user 
> receives each time they reply.
>
> I'm not sure what you mean by the "NotifyActor" option.
>
> Any additional thoughts?  Thanks.
>
> Darren Azman
> Director of Business Development
> stickK.com, LLC
> tel: (866) 5-stickK ex.106
> fax: (347) 584-1818
>
>
> -Original Message-
> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Ruslan Zakirov
> Sent: Tuesday, October 21, 2008 11:57 PM
> To: Darren Azman
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Requestors recieving blank email after replying
>
> On Wed, Oct 22, 2008 at 1:56 AM, Darren Azman <[EMAIL PROTECTED]> wrote:
>> Hi,
>>
>>
>>
>> We are having some trouble with using RT.  Here is what is happening:
>>
>>
>>
>> 1. Customer sends in email
>>
>> 2. Customer receives auto-reply from us
>>
>> 3. We reply to customer
>>
>> 4. Customer replies to our email
>>
>> 5. Immediately after customer replies to our email, they receive a blank
>> email from us with previous correspondence
>
> I don't understand what is "a blank email with previous
> correspondence". Can you describe it more?
>
>> There are 6 scrips we use (3 global and 3 queue specific)
>
> As I understand requestor is not an AdminCc of a queue or ticket, so
> most of scrips can be eliminated from the picture:
>
>> Scrip 3
>>
>> Condition: On Correspond
>> Action: Open Tickets
>> Template: Global template: Blank
>> Stage: TransactionCreate
>>
>> Scrip 5
>>
>> Condition: On Create
>> Action: Autoreply to Requestors
>> Template: Auto Reply
>> Stage: TransactionCreate
>>
>> Scrip 6
>>
>> Condition: On Correspond
>> Action: Notify Requestors
>> Template: Correspondence
>> Stage: TransactionCreate
>
> If NotifyActor option is set to true then requestor is notified with
> his own email back.
>
>> Please let me know if more info. is necessary.
>>
>>
>>
>> Thanks!!!
>>
>>
>>
>>
>>
>> Darren Azman
>>
>> Director of Business Development
>>
>> stickK.com, LLC
>>
>> tel: (866) 5-stickK ex.106
>>
>> fax: (347) 584-1818
>>
>>
>>
>>
>>
>> ___
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> 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
>>
>
>
>
> --
> Best regards, Ruslan.
>
>



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[rt-users] Ldap Authentication setup question

[Michael Mollard]

Hi all,
I'm an RT newbie, so be gentle with me.

I have setup a functioning RT system (on SLES10sp2), and am trying to setup 
ldap authentication to our eDirectory (using LDAP) for automatic user 
authentication/creation.  I have spent a week, I've googled, wiki'd, and 
searched the RT list archives.  I keep coming back to the same few documents, 
and am having little luck.  I know it's my understanding of how RT fits 
together, and probably perl in general, but if someone could help me with this, 
I'd be very grateful.

I have installed the RT::Authen::ExternalAuth 0.5.  This creates a 
<$RT_HOME>/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm
I have edited that file with the correct site-specific ldap stuff.  

Now, what do I need to add to my <$RT_Home>/etc/RT_SiteConfig.pm to activate 
the LDAP stuff?  Are there any other changes needed?

The wiki articles (http://wiki.bestpractical.com/view/ExternalAuth) are helpful 
to a point, but the Post-Install section (which is apparently the crux of the 
setup) is too vague for an RT newbie.

Any pointers would be much appreciated..

Kind regards,




Michael Mollard
Network Administrator
Moreton Bay College
[EMAIL PROTECTED]
http://www.mbc.qld.edu.au
Ph: (Direct) 07 3907 5712 / (Mob) 0417 631 801 
Fax: 07 3390 8919 ( http://www.mbc.qld.edu.au )



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Re: [rt-users] Requestors recieving blank email after replying

[Darren Azman]

Thanks for the response.

Blank emails means that as soon as the user sends a response to our email, the 
user gets an auto-reply that has the same subject but a blank body other than 
the previous correspondence. It's just an unnecessary email the user receives 
each time they reply.

I'm not sure what you mean by the "NotifyActor" option.  

Any additional thoughts?  Thanks.

Darren Azman
Director of Business Development
stickK.com, LLC
tel: (866) 5-stickK ex.106
fax: (347) 584-1818


-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Ruslan Zakirov
Sent: Tuesday, October 21, 2008 11:57 PM
To: Darren Azman
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Requestors recieving blank email after replying

On Wed, Oct 22, 2008 at 1:56 AM, Darren Azman <[EMAIL PROTECTED]> wrote:
> Hi,
>
>
>
> We are having some trouble with using RT.  Here is what is happening:
>
>
>
> 1. Customer sends in email
>
> 2. Customer receives auto-reply from us
>
> 3. We reply to customer
>
> 4. Customer replies to our email
>
> 5. Immediately after customer replies to our email, they receive a blank
> email from us with previous correspondence

I don't understand what is "a blank email with previous
correspondence". Can you describe it more?

> There are 6 scrips we use (3 global and 3 queue specific)

As I understand requestor is not an AdminCc of a queue or ticket, so
most of scrips can be eliminated from the picture:

> Scrip 3
>
> Condition: On Correspond
> Action: Open Tickets
> Template: Global template: Blank
> Stage: TransactionCreate
>
> Scrip 5
>
> Condition: On Create
> Action: Autoreply to Requestors
> Template: Auto Reply
> Stage: TransactionCreate
>
> Scrip 6
>
> Condition: On Correspond
> Action: Notify Requestors
> Template: Correspondence
> Stage: TransactionCreate

If NotifyActor option is set to true then requestor is notified with
his own email back.

> Please let me know if more info. is necessary.
>
>
>
> Thanks!!!
>
>
>
>
>
> Darren Azman
>
> Director of Business Development
>
> stickK.com, LLC
>
> tel: (866) 5-stickK ex.106
>
> fax: (347) 584-1818
>
>
>
>
>
> ___
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> 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
>



-- 
Best regards, Ruslan.

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Re: [rt-users] hi

[Ruslan Zakirov]

You need @LogToSyslogConf

It's very impolite to use others' threads to ask questions out of the
scope of the thread, to ask questions directly out of the mailing
list. Next time I'll ignore your direct requests.

On Wed, Oct 22, 2008 at 8:04 AM, Nguyen Trung Thang
<[EMAIL PROTECTED]> wrote:
> Hi,
>
> while operating the program I have encountered the following error: " no
> connection to syslog available - stream /dev/conslog is not writable -
> console is not writable at
> /usr/local/lib/perl5/site_perl/5.8.8/Log/Dispatch/Syslog.pm line 77 " .it is
> the correct it
>  I do not know is the configuration system for mail it how? You can read
> more than say this not?
>
> thank you very much.
>

[snip]

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Re: [rt-users] RT Upgrade 3.2.2 -> 3.8.1: HTML::Mason goes intoinfinite loop.

[Ruslan Zakirov]

The log says that mysql closed connection without any reason. Such
errors happen when mysql has a bug, mysql client libraries has a bug
or DBD::mysql perl module or DBI perl module. Provide versions of
these libraries.

You should start from DBD::mysql and DBI. Install newer DBI which is
tested much. Play with different versions of DBD::mysql close to the
latest. Always run tests before installing these modules and report
errors using http://rt.cpan.org.

On Wed, Oct 15, 2008 at 3:25 AM, Golemon, Buck <[EMAIL PROTECTED]> wrote:
> Did I ask the question the wrong way?
> At this point, any ideas are appreciated.
>
> Has anyone successfully upgraded their database from <=3.2.2 to 3.8.1?
>
> --Buck
>
> -Original Message-
> From: [EMAIL PROTECTED]
> [mailto:[EMAIL PROTECTED] On Behalf Of Golemon,
> Buck
> Sent: Monday, October 13, 2008 6:38 PM
> To: RT Users List
> Cc: Descamps, Gilles-Eric; Lee, Mark (SV)
> Subject: [rt-users] RT Upgrade 3.2.2 -> 3.8.1: HTML::Mason goes
> intoinfinite loop.
>
> The installation works just find with a pristine database, but when I
> copy over my old database and follow the instructions at
> UPGRADING.mysql, I get this error: (see attached). This went on for two
> million lines before I stopped the server. It finally gets into a
> three-line loop like this: (again, see attached).
>
>
>
> I got some errors from schema.mysql-4.0-4.1.pl like this:
> # perl etc/upgrade/schema.mysql-4.0-4.1.pl rt3 rt_user rt_pass >
> sql.queries
> Use of uninitialized value in numeric gt (>) at
> etc/upgrade/schema.mysql-4.0-4.1.pl line 310.
> Use of uninitialized value in numeric gt (>) at
> etc/upgrade/schema.mysql-4.0-4.1.pl line 310.
> Use of uninitialized value in numeric gt (>) at
> etc/upgrade/schema.mysql-4.0-4.1.pl line 310.
> Use of uninitialized value in numeric gt (>) at
> etc/upgrade/schema.mysql-4.0-4.1.pl line 310.
>
>
> I had to replace all the occurrences (three total) of 'BLOB CHARACTER
> SET utf8' with just 'BLOB', since BLOB doesn't have a character set, and
> this is a syntax error in mysql.
>
>
> I also dropped and recreated the sessions table because it was
> corrupted. I did it like this:
> drop table sessions;
> CREATE TABLE `sessions` (
>  `id` varchar(32) NOT NULL default '',
>  `a_session` longblob NOT NULL,
>  `LastUpdated` timestamp NOT NULL default CURRENT_TIMESTAMP on update
> CURRENT_TIMESTAMP,
>  PRIMARY KEY  (`id`)
> ) ENGINE=MyISAM DEFAULT CHARSET=latin1
>
>
> Thanks in advance,
> --Buck
>
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>
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> Commercial support: [EMAIL PROTECTED]
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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>



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Re: [rt-users] Requestors recieving blank email after replying

[Ruslan Zakirov]

On Wed, Oct 22, 2008 at 1:56 AM, Darren Azman <[EMAIL PROTECTED]> wrote:
> Hi,
>
>
>
> We are having some trouble with using RT.  Here is what is happening:
>
>
>
> 1. Customer sends in email
>
> 2. Customer receives auto-reply from us
>
> 3. We reply to customer
>
> 4. Customer replies to our email
>
> 5. Immediately after customer replies to our email, they receive a blank
> email from us with previous correspondence

I don't understand what is "a blank email with previous
correspondence". Can you describe it more?

> There are 6 scrips we use (3 global and 3 queue specific)

As I understand requestor is not an AdminCc of a queue or ticket, so
most of scrips can be eliminated from the picture:

> Scrip 3
>
> Condition: On Correspond
> Action: Open Tickets
> Template: Global template: Blank
> Stage: TransactionCreate
>
> Scrip 5
>
> Condition: On Create
> Action: Autoreply to Requestors
> Template: Auto Reply
> Stage: TransactionCreate
>
> Scrip 6
>
> Condition: On Correspond
> Action: Notify Requestors
> Template: Correspondence
> Stage: TransactionCreate

If NotifyActor option is set to true then requestor is notified with
his own email back.

> Please let me know if more info. is necessary.
>
>
>
> Thanks!!!
>
>
>
>
>
> Darren Azman
>
> Director of Business Development
>
> stickK.com, LLC
>
> tel: (866) 5-stickK ex.106
>
> fax: (347) 584-1818
>
>
>
>
>
> ___
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> 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
>



-- 
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Re: [rt-users] Getting the owner of a ticket fails?

[Ruslan Zakirov]

On Tue, Oct 21, 2008 at 8:40 PM, kschmitte <[EMAIL PROTECTED]> wrote:
>
> Hello All,
>
> I'm running a scrip which auto-assigns a ticket to user on the first reply.
> This works very well - if it would not fire the assignement mail twice...
>
> The scrip skeleton is from:
> http://www.nabble.com/automatic-take-td19312788.html#a19313143 (I'm citing
> the nabble RT user list repository for easier access - thread name was
> "automatic take").
>
> What I can see is that the scrip is executed twice - maybe due to what is
> described (and what I don't understand either) in "Correspond Transaction
> Twice on Reply in Batchmode"
> (http://www.nabble.com/Correspond-Transaction-Twice-on-Reply-in-Batchmode-td8730015.html#a8730015).

Do you use transactions batch mode? If no then it's not related.

>
> My issue now is, that when I try to get the owner id, the id did not change
> from 10 (see log messages below "Scrip Auto-Take started.117Owner: 10") to
> #117 - what I would expect here (since the ticket is assigned after the
> first action).
> Is
>$self->TicketObj->Owner
> not the correct way to get the current owner ID?

It's correct way. Looks like some cache issue.

you can use the following code to check if it's cache issue or not:

my $ticket = RT::Ticket->new( $RT::SystemUser );
$ticket->Load( $self->TicketObj->id );

and then use this object instead of $self->TicketObj

>
> Thanks for any help!
>
> Kai Schmitte
>
>
>
>
>
> -> my code:
> #see http://www.nabble.com/automatic-take-td19312788.html
> my $correspondent = $self->TransactionObj->Creator;
>
> $RT::Logger->info("Scrip Auto-Take started. Current Owner: " .
> $self->TicketObj->Owner);
>
> # don't auto-take for "root"
> return 1 if $correspondent == $RT::SystemUser->id;
>
> # only auto-take if owned by Nobody
> return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;
>
> # don't auto-take if correspondent is requestor
> # see http://wiki.bestpractical.com/index.cgi?OnCreateSetDeptHeadCc
> my $rgobj = $self->TicketObj->Requestors;
> my $rmobj = $rgobj->UserMembersObj;
> my $uobj;
> while ($uobj = $rmobj->Next)
> {
>   if ($uobj->PrincipalObj->Id == $correspondent)
>   {
>$RT::Logger->info("Not auto-assigning ticket #" .
> $self->TicketObj->id . " to its requestor");
>return 1;
>   }
> }
>
> $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to user
> #". $correspondent );
> my ($status, $msg) = $self->TicketObj->SetOwner( $correspondent );
> unless( $status )
> {
>$RT::Logger->error( "Impossible to assign ticket to $correspondent:
> $msg" );
>return undef;
> }
> return 1;
>
>
>
> -> the log messages:
> Oct 21 16:48:02 support RT: Scrip Auto-Take started.117Owner: 10 ((eval
> 3112):4)
> Oct 21 16:48:02 support RT: Auto assign ticket #105 to user #117 ((eval
> 3112):30)
> Oct 21 16:48:02 support RT: 
> #105/2265 - Scrip 2 Notify Owner on Owner Change
> (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:252)
> Oct 21 16:48:02 support RT:  sent
> To: [EMAIL PROTECTED]
> (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:283)
> Oct 21 17:03:36 support RT: Scrip Auto-Take started.117Owner: 10 ((eval
> 475):4)
> Oct 21 17:03:36 support RT: Auto assign ticket #105 to user #117 ((eval
> 475):30)
> Oct 21 17:03:36 support RT: 
> #105/2268 - Scrip 2 Notify Owner on Owner Change
> (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:252)
> Oct 21 17:03:36 support RT:  sent
> To: [EMAIL PROTECTED]
> (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:283)
> --
> View this message in context: 
> http://www.nabble.com/Getting-the-owner-of-a-ticket-fails--tp20094432p20094432.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
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>
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>
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Re: [rt-users] RT scrip question

[Ruslan Zakirov]

Condition: On Create
Action Code:

$self->TicketObj->Owner - returns owner id
$self->TicketObj->OwnerObj - returns owner as RT::User object

On Wed, Oct 22, 2008 at 12:58 AM, Kenneth Crocker <[EMAIL PROTECTED]> wrote:
> To list,
>
>
>I am trying to capture the ticket owner as the ticket is created (via
> Web) and I'm not sure of how to code that. I know how to ensure that I'm
> checking a WebUI transaction and the transaction creator, but don't know
> how to get the ticket owner on creation. Help?? Thanks.
>
>
> Kenn
> LBNL
>
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Re: [rt-users] Safe to modify ScripActions table in database

[Ruslan Zakirov]

On Tue, Oct 21, 2008 at 7:01 PM, Richard Hartmann
<[EMAIL PROTECTED]> wrote:
> On Tue, Oct 21, 2008 at 03:55,  <[EMAIL PROTECTED]> wrote:
>
>> I have manually added a row to the ScripActions table of the database.
>> Is this a bad thing to do in terms of future upgrades?
>
> Not sure, but I think not.

It's ok, at some points it even required, for example when you write a
new action module.

>> Is there a better way to make the changes?
>
> You can edit etc/initialdata and run poke rt-setup-database for
> inserting the new stuff. If you do so, it would be great if you
> wrote a Wiki entry and replied with a link.

Yep, this is the right way for extensions even if you're not going to
publish them. It's very easy to bundle your extension with
Module::Install::RTx available from the CPAN.

>
>
> Richard
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Re: [rt-users] set Due depending on Created

[Ruslan Zakirov]

Look into RT::Date class - lib/RT/Date.pm there are several simple
methods to add time to the date.

On Tue, Oct 21, 2008 at 6:29 PM, Violetta Wawryk
<[EMAIL PROTECTED]> wrote:
> Hi,
>
> can anyone tell me how I can set "Due" depending on the "Created"-Date?
>
> I know how to get the the Creationdate:
> my $createdate = ($self->TicketObj->CreatedObj);
>
> But how can I encrease it for example 14 days?
>
> I did find something that takes the scrip execution time and adds 1 day.
> $duedate->Set(Format=>'unknown', Value=>'1 days');
> But that doesn't work if I want to change it 3 days later, because than
> I would have all in all 17 days.
>
> I know that I can write the new date with:
> $self->TicketObj->SetDue($duedate->ISO);
>
>
> So all I need is the step inbetween.
>
> Thanks,
>
> Violetta
>
>
> --
>  creating IT solutions
> Violetta J. Wawryk   science + computing ag
> IT-Service   Hagellocher Weg 73
> phone +49 7071 9457 282  72070 Tuebingen, Germany
> fax   +49 7071 9457 211  www.science-computing.de
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>
>
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>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.
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Re: [rt-users] Safe to modify ScripActions table in database

[gordon]

Kenneth Crocker wrote:
> Gordon,
> 
> 
>   Probably not, as this table merely contains a POSSIBLE action and the 
> code executed. The scrip table points to a certain record on the 
> "Action" table when a scrip is created. However, I really do not 
> understand why on earth would you do that rather than let RT do it (and 
> any other possible functions) for you when you create your 
> "user-defined" code in a scrip. It seems alot like inventing the wheel 
> all over again when there are numerous ones that can be used. Your 
> choice, I just do not see the advantage against possible risk.


In actual fact I don't have to invent any code. The ScripActions table 
basically contains various sets of watchers (eg.1 Owner, eg.2 
Requestor,Cc) and RT modules to execute. I have just added another set 
of watchers (AdminCc,Cc,Owner,OtherRecipients).

I am using it to reduce the number of duplicate emails people receive.
Instead of firing off separate scrips to notify Owner, AdminCc and Cc on 
a Comment (which leads to duplicate emails if a person is added as one 
type of watcher while they are already another), we now have one scrip 
to email watchers on Comment. This works for us as we use the same 
template to email all watchers.

Gordon
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Re: [rt-users] Safe to modify ScripActions table in database

[gordon]

  >> Is there a better way to make the changes?
> 
> You can edit etc/initialdata and run poke rt-setup-database for
> inserting the new stuff. If you do so, it would be great if you
> wrote a Wiki entry and replied with a link.

I'm guessing /etc/initialdata would be overwritten on an upgrade

Gordon
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Re: [rt-users] RT-Extension-CommandByMail

[Eli Altman]

I know if you are sending RT mail and expect CommandByMail to pick up commands, 
you need a blank line between the actual email header and your commands.  I 
would check the headers in the ticket history to see if that's what's up.  Have 
you tried sending via an email client instead of command line?

Elias

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Monti gmail
Sent: Tuesday, October 21, 2008 2:13 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT-Extension-CommandByMail

Guys, any one familiar with this extension?

I have RT 3.8.1 and installed RT-Extension-CommandByMail-0.
06 according to the manual with the required configuration.
when I test it there is no error, the ticket is open and discards the fields I 
used as described RT-Extension-CommandByMail manual...

I run the command:/opt/rt3/bin/RT-Extension-CommandByMail --queue myqueue 
--action correspond --url http://myrtserver
from: [EMAIL PROTECTED]
Subject: one more
DependsOn: 62
Owner: monti

some text goes here
^D

but the ticket is created without the "DependsOn" and "Owner" fields.

how do I debug this?


On Mon, Oct 20, 2008 at 11:42 AM, Monti gmail <[EMAIL PROTECTED]> wrote:
Thanks, that helped. I don't have this error no more, but still I can't get 
RT-Extension-CommandByMail-0.06 to work.
I have RT 3.8.1 and installed RT-Extension-CommandByMail-0.06 according to the 
manual with the required configuration.
when I test it there is no error, the ticket is open and discrds the fields I 
used as described RT-Extension-CommandByMail manual...

I run the command:/opt/rt3/bin/RT-Extension-CommandByMail --queue myqueue 
--action correspond --url http://myrtserver
from: [EMAIL PROTECTED]
Subject: one more
DependsOn: 62
Owner: monti

some text goes here
^D

but the ticket is created without the "DependsOn" and "Owner" fields.

how do I debug this?


On Sun, Oct 19, 2008 at 8:37 PM, Joop van de Wege <[EMAIL 
PROTECTED]> wrote:
Monti gmail wrote:
Hi,

I am trying to install RT-Extension-CommandByMail Extention and it does not 
work well.
When I restart the webserver I get this error:

Sun Oct 19 20:23:25 2008]* [error] Can't locate RT/Extension/CommandByMail.pm 
in @INC (@INC contains:* /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib 
/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi 
/usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi 
/usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi 
/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi 
/usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 
/usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 
/usr/lib/perl5/site_perl 
/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi 
/usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi 
/usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi 
/usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi 
/usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7 
/usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 
/usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi 
/usr/lib/perl5/5.8.8 . /etc/httpd) at /opt/rt3/bin/../lib/RT.pm line 
595.\nCompilation failed in require at (eval 2) line 1.\n


Any ideas?
Yes, install rt-3.8.1 because it has a fix for the plugin paths which are 
broken in 3.8.0. See also the release notes for 3.8.1 which 
contain more info on other important things fixed in that version.

Greetings,

Joop


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[rt-users] Requestors recieving blank email after replying

[Darren Azman]

Hi,

 

We are having some trouble with using RT.  Here is what is happening:

 

1. Customer sends in email

2. Customer receives auto-reply from us

3. We reply to customer

4. Customer replies to our email

5. Immediately after customer replies to our email, they receive a blank
email from us with previous correspondence

 

There are 6 scrips we use (3 global and 3 queue specific)

 

Scrip 1

Condition: On Create

Action: Notify AdminCcs

Template: Global template: Correspondence

Stage: TransactionCreate

 

Scrip 2

Condition: On Comment

Action: Notify AdminCcs as Comment

Template: Global template: Correspondence

Stage: TransactionCreate

 

Scrip 3

Condition: On Correspond

Action: Open Tickets

Template: Global template: Blank

Stage: TransactionCreate

 

Scrip 4

Condition: On Corresond

Action: Notify AdminCcs

Template: Correspondence

Stage: TransactionCreate

 

Scrip 5

Condition: On Create

Action: Autoreply to Requestors

Template: Auto Reply

Stage: TransactionCreate

 

Scrip 6

Condition: On Correspond

Action: Notify Requestors

Template: Correspondence

Stage: TransactionCreate

 

Please let me know if more info. is necessary.

 

Thanks!!!

 

 

Darren Azman

Director of Business Development

stickK.com, LLC

tel: (866) 5-stickK ex.106

fax: (347) 584-1818

 

 

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Re: [rt-users] Mandatory Standard Fields

[Kenneth Crocker]

To all,


This can be found in many wiki examples, but since Richard asked, here 
it is:


# set owner if Nobody

my $ticket = $self->TicketObj;
my $trans = $self->TransactionObj;
my $owner_id = $trans->CreatorObj->PrincipalId;

if  ($ticket->OwnerObj->Name() eq 'Nobody' )
 {
  $ticket->SetOwner($owner_id, 'Force');
 }

return 1;

There are, of course, variations for checking on the owner being 
"Nobody" like: $RT::Nobody->Id. But I think you all get the idea.


Kenn
LBNL



On 10/21/2008 8:02 AM, Richard Hartmann wrote:
> On Tue, Oct 21, 2008 at 02:22, Kenneth Crocker <[EMAIL PROTECTED]> wrote:
> 
>>I solved this by writing a global scrip that moves the creator of the
>> transaction into the owner field when the ticket is resolved AND the
>> owner = nobody. I do the same thing for when a ticket is opened. That
>> way they don't have to do a "take" and THEN own open it.
> 
> Can you post that to this list/the wiki, please? Sounds pretty useful,
> to me.
> 
> 
> RIchard
> 

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Re: [rt-users] RT-Extension-CommandByMail

[Monti gmail]

Guys, any one familiar with this extension?

I have RT 3.8.1 and installed RT-Extension-CommandByMail-0.06 according to
the manual with the required configuration.
when I test it there is no error, the ticket is open and discards the fields
I used as described RT-Extension-CommandByMail manual...

I run the command:/opt/rt3/bin/RT-Extension-CommandByMail --queue myqueue
--action correspond --url http://myrtserver
from: [EMAIL PROTECTED]
Subject: one more
DependsOn: 62
Owner: monti

some text goes here
^D

but the ticket is created without the "DependsOn" and "Owner" fields.

how do I debug this?


On Mon, Oct 20, 2008 at 11:42 AM, Monti gmail <[EMAIL PROTECTED]> wrote:

> Thanks, that helped. I don't have this error no more, but still I can't get
> RT-Extension-CommandByMail-0.06 to work.
> I have RT 3.8.1 and installed RT-Extension-CommandByMail-0.06 according to
> the manual with the required configuration.
> when I test it there is no error, the ticket is open and discrds the fields
> I used as described RT-Extension-CommandByMail manual...
>
> I run the command:/opt/rt3/bin/RT-Extension-CommandByMail --queue myqueue
> --action correspond --url http://myrtserver
> from: [EMAIL PROTECTED]
> Subject: one more
> DependsOn: 62
> Owner: monti
>
> some text goes here
> ^D
>
> but the ticket is created without the "DependsOn" and "Owner" fields.
>
> how do I debug this?
>
>
>
> On Sun, Oct 19, 2008 at 8:37 PM, Joop van de Wege <[EMAIL PROTECTED]
> > wrote:
>
>> Monti gmail wrote:
>>
>>> Hi,
>>>
>>> I am trying to install RT-Extension-CommandByMail Extention and it does
>>> not work well.
>>>
>>> When I restart the webserver I get this error:
>>>
>>> Sun Oct 19 20:23:25 2008]* [error] Can't locate
>>> RT/Extension/CommandByMail.pm in @INC (@INC contains:*
>>> /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib
>>> /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi
>>> /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi
>>> /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi
>>> /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
>>> /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7
>>> /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5
>>> /usr/lib/perl5/site_perl
>>> /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi
>>> /usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi
>>> /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi
>>> /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
>>> /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7
>>> /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5
>>> /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi
>>> /usr/lib/perl5/5.8.8 . /etc/httpd) at /opt/rt3/bin/../lib/RT.pm line
>>> 595.\nCompilation failed in require at (eval 2) line 1.\n
>>>
>>>
>>> Any ideas?
>>>
>> Yes, install rt-3.8.1 because it has a fix for the plugin paths which are
>> broken in 3.8.0. See also the release notes for 3.8.1 which contain more
>> info on other important things fixed in that version.
>>
>> Greetings,
>>
>> Joop
>>
>
>
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[rt-users] RT scrip question

[Kenneth Crocker]

To list,


I am trying to capture the ticket owner as the ticket is created (via 
Web) and I'm not sure of how to code that. I know how to ensure that I'm 
checking a WebUI transaction and the transaction creator, but don't know 
how to get the ticket owner on creation. Help?? Thanks.


Kenn
LBNL

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Re: [rt-users] Add search to RT System's saved searches

[Ben Goodwin]

Under Global -> Group Rights -> Privileged:

CreateSavedSearch
EditSavedSearches
LoadSavedSearch
ShowSavedSearches

Thanks!

   -=| Ben

On Sat, Oct 18, 2008 at 2:44 PM, Jeff Voskamp <[EMAIL PROTECTED]> wrote:

> Ben Goodwin wrote:
>
>> Mathew,
>>
>> I was searching for an answer to this and ran across this post.  I thought
>> I'd chime in and say, "me too!" with a couple more details.
>>
>> I'm running a new install of 3.8.1.   I created a saved
>> search and saved it to the RT System's searches and expected to be able to
>> see it on all other accounts.  I can't even find load is as a
>> previously-saved search.  It also doesn't show up under Global/Rt at a
>> glance as an option.
>>
>> Have you had any further insights into the problem?
>>
>> Regards,
>>
>>   -=| Ben
>>
> What are people's permissions with regard to CreateSavedSearch,
> EditSavedSearches, LoadSavedSearch, and ShowSavedSearches?
> You can probably find them under Configuration->Global->GroupRights or use
> the RightsMatrix extension.
> Joe Average needs at least ShowSavedSearches and LoadSavedSearch to be able
> to use the RT System's searches.
>
> Jeff
>
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Re: [rt-users] RT's GnuPG libraries

[Alan Cheng]

That would be GnuPG as shown in the RT debug log then :)

http://www.gnupg.org/

Alan

Kobus Bensch - No Sig wrote:
> Wheres the best place to get some opensource pgp keys creation software?
>
> Alan Cheng wrote:
>> You need to create this directory  "/opt/rt3/var/data/gpg" and put your
>> pgp keys in there.
>>
>> Alan
>>
>>
>> Kobus Bensch - No Sig wrote:
>>   
>>> Hi
>>>
>>> Can anybody help please:
>>>
>>> I see the following errors in my rt.log:
>>>
>>> [Tue Oct 21 19:38:27 2008] [debug]: RT's GnuPG libraries couldn't 
>>> successfully read your configured GnuPG home directory 
>>> (/opt/rt3/var/data/gpg). PGP support has been disabled 
>>> (/opt/rt3/bin/../lib/RT/Config.pm:276)
>>>
>>> How do i fix this please?
>>>
>>> Thanks
>>>
>>> Kobus
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>>>   
>>> 
>>
>>   

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Re: [rt-users] RT's GnuPG libraries

[Kobus Bensch - No Sig]

Wheres the best place to get some opensource pgp keys creation software?

Alan Cheng wrote:

You need to create this directory  "/opt/rt3/var/data/gpg" and put your
pgp keys in there.

Alan


Kobus Bensch - No Sig wrote:
  

Hi

Can anybody help please:

I see the following errors in my rt.log:

[Tue Oct 21 19:38:27 2008] [debug]: RT's GnuPG libraries couldn't 
successfully read your configured GnuPG home directory 
(/opt/rt3/var/data/gpg). PGP support has been disabled 
(/opt/rt3/bin/../lib/RT/Config.pm:276)


How do i fix this please?

Thanks

Kobus
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Re: [rt-users] RT's GnuPG libraries

[Alan Cheng]

You need to create this directory  "/opt/rt3/var/data/gpg" and put your
pgp keys in there.

Alan


Kobus Bensch - No Sig wrote:
> Hi
>
> Can anybody help please:
>
> I see the following errors in my rt.log:
>
> [Tue Oct 21 19:38:27 2008] [debug]: RT's GnuPG libraries couldn't 
> successfully read your configured GnuPG home directory 
> (/opt/rt3/var/data/gpg). PGP support has been disabled 
> (/opt/rt3/bin/../lib/RT/Config.pm:276)
>
> How do i fix this please?
>
> Thanks
>
> Kobus
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[rt-users] RT's GnuPG libraries

[Kobus Bensch - No Sig]

Hi

Can anybody help please:

I see the following errors in my rt.log:

[Tue Oct 21 19:38:27 2008] [debug]: RT's GnuPG libraries couldn't 
successfully read your configured GnuPG home directory 
(/opt/rt3/var/data/gpg). PGP support has been disabled 
(/opt/rt3/bin/../lib/RT/Config.pm:276)

How do i fix this please?

Thanks

Kobus
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Re: [rt-users] Outlook 2003 Breaks Subject Line

[Helmuth Ramirez]

I see this too...looking forward to the responses. 

- Original Message -
From: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
To: rt-users@lists.bestpractical.com 
Sent: Tue Oct 21 13:43:35 2008
Subject: [rt-users] Outlook 2003 Breaks Subject Line

Hello,

I've found an interesting email problem and I wondered if anyone has an  
ideas. The problem is when using Outlook (2003) to view mail, the subject  
line can be munged in some circumstances.

Example - I sent mail to myself with the following subject line:

Re: [R3-chmgt] Transport SF2 > SF5 SF2K945289 [help.mit.edu #724401]

When I received the mail and viewed it in Outlook 2003, the subject  
appears like this:

Re: [R3-chmgt] Transport SF2 > SF5 SF2K945289 [help.mit.edu#724401]

The difference is that there is no space between "help.mit.edu" and "#".  
This is a problem because, if reply to this message and I direct it to RT,  
the ticket identifying string is now broken, and I create a new ticket  
instead of appending to the intended ticket.

If I view the same message using a different email client (I tried webmail  
and Opera mail), the subject line appears correctly - no munging. So there  
appears to be an issue with how Outlook reads the message.

What appears to be happening is that Outlook is inserting a line break and  
a tab character before "#724401" - here's what the subject header looks  
like when viewd in Outlook:

Subject: Re: [R3-chmgt] Transport SF2->SF5 SF2K945289 [help.mit.edu
#724401]

Has anyone seen anything like this before and are there any suggestions  
for solving the problem?

Thanks,
Steve

-- 
Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T
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[rt-users] Outlook 2003 Breaks Subject Line

[Stephen Turner]

Hello,

I've found an interesting email problem and I wondered if anyone has an  
ideas. The problem is when using Outlook (2003) to view mail, the subject  
line can be munged in some circumstances.

Example - I sent mail to myself with the following subject line:

Re: [R3-chmgt] Transport SF2 > SF5 SF2K945289 [help.mit.edu #724401]

When I received the mail and viewed it in Outlook 2003, the subject  
appears like this:

Re: [R3-chmgt] Transport SF2 > SF5 SF2K945289 [help.mit.edu#724401]

The difference is that there is no space between "help.mit.edu" and "#".  
This is a problem because, if reply to this message and I direct it to RT,  
the ticket identifying string is now broken, and I create a new ticket  
instead of appending to the intended ticket.

If I view the same message using a different email client (I tried webmail  
and Opera mail), the subject line appears correctly - no munging. So there  
appears to be an issue with how Outlook reads the message.

What appears to be happening is that Outlook is inserting a line break and  
a tab character before "#724401" - here's what the subject header looks  
like when viewd in Outlook:

Subject: Re: [R3-chmgt] Transport SF2->SF5 SF2K945289 [help.mit.edu
#724401]

Has anyone seen anything like this before and are there any suggestions  
for solving the problem?

Thanks,
Steve

-- 
Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T
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Re: [rt-users] RT upgrade from 3.6.4 to 3.8.1

[Jon Tollerton]

It sounds like you are using a newer version of MySQL.  You must follow 
the MySQL upgrade procedures even if you were using MySQL 4.0 or lower 
prior to moving to 3.8.1   The upgrade docs falsely give the impression 
that this is only the case when moving to MySQL 4.1+ from MySQL 4.0.  
Even if everything seemed to be working with the previous version, your 
tables need to be converted to the new character set.

Hossein Rafighi wrote:
> I just upgraded our RT from 3.6.4 to 3.8.1 applied all required patches 
> and modules as per README file. I am using external authentication and 
> although the upgrade was successful, but each time a user logs in and 
> clicks on any tabs, or tickets they get logged off and they have to 
> login back in again to complete the task they wanted to.
>
> Any ideas or help is greatly appreciated.
>
> Cheers,
> Hossein
>
>   
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Re: [rt-users] RT thinks this message may be a bounce

[Rana Tanveer]

Hi Kenn

Thanks for your valuable support
i will dig into it and let you know the situation.


-- 
-
 Rana Tanveer
+923224194457
http://www.sysadminsline.com
-

On Tue, Oct 21, 2008 at 11:20 PM, Kenneth Crocker <[EMAIL PROTECTED]> wrote:

> Rana,
>
>
>If you know SQL and have either SQL Plus or SQL Navigator (or some
> other tool), you might want to take a look at the "TICKETS" table. This
> table will show you any links, tickets it merged from, etc. That might tell
> you something. Have you run a query to see what queues there are/were in? If
> a ticket from another Queue was merged into a ticket in a different Queue
>  AND if that is the cause, you might be able to correct the problem by
> unmerging the ticket, moving it to the correct queue and THEN merging it.
>To stop the problem, you could write a scrip that evaluates the
> "FROM" queue on a merge and if no the same as the "TO" queue, do not
> complete the transaction, or if that's not possible, UNDO the transaction.
> Just a thought.
>
> Kenn
> LBNL
>
> On 10/21/2008 5:35 AM, Rana Tanveer wrote:
>
>> Thanks Kenneth Crocker for you quick response
>>
>> might be but some other fellow did this merge.
>>
>> i actually want to know what should i do to avoid this situation. what to
>> check and where to check. situation is annoyed getting too much bounces like
>> that.
>>  thanks for response
>>
>> regards,
>>
>> Rana Tanveer
>>
>>
>>
>>
>>
>> On Tue, Oct 21, 2008 at 1:47 AM, Kenneth Crocker <[EMAIL PROTECTED]> [EMAIL PROTECTED]>> wrote:
>>
>>Rana,
>>
>>
>>   When you merged the initial ticket, did you merge it into a
>>ticket in the same queue?
>>
>>
>>Kenn
>>LBNL
>>
>>
>>On 10/20/2008 8:11 AM, Rana Tanveer wrote:
>>
>>Hi RT Experts
>>
>>I am using RT 3.6.5.   on a Fedora
>>9 Machine, everything is fine
>>
>>
>>but on my few merged ticket i get the following error mail
>>generated and sent to root user. on every reply this error mail
>>generated.
>>
>>"RT thinks this message may be a bounce"
>>
>>could someone guide me where should i look for this error? and
>>how to overcome this?
>>
>>This problem is only with merged tickets only
>>
>>
>>---
>>Rana Tanveer
>>   +923224194457
>>http://www.sysadminsline.com
>>-
>>
>>
>>
>>  
>>
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>>
>>
>>
>>
>>
>> --
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>> Rana Tanveer
>>+923224194457
>> http://www.sysadminsline.com
>> -
>>
>
>
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[rt-users] RT upgrade from 3.6.4 to 3.8.1

[Hossein Rafighi]

I just upgraded our RT from 3.6.4 to 3.8.1 applied all required patches 
and modules as per README file. I am using external authentication and 
although the upgrade was successful, but each time a user logs in and 
clicks on any tabs, or tickets they get logged off and they have to 
login back in again to complete the task they wanted to.

Any ideas or help is greatly appreciated.

Cheers,
Hossein

-- 
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 |_   _||  _  \ |_   _|| | | || \_/ ||  __|TRIUMF, 4004 Wesbrook Mall
   | |  | |_|  )  | |  | | | || || |__ Vancouver BC, Canada, V6T 2A3
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Re: [rt-users] set Due depending on Created

[Kenneth Crocker]

Violetta,


In the "Basics" screen of a Queue (Configuration->Queues->select Queue) 
you will see the "Requests should be due in" field. If set to a value 
greater than 0, the due date will be automatically set. That should do 
it. However, that means that ALL requests that come in will get that 
calculated due date. If you get a request that is especially more 
complex, you will want to modify that date manually. We have over 100 
queues and some use the field and some don't.


Kenn
LBNL

On 10/21/2008 7:29 AM, Violetta Wawryk wrote:
> Hi,
> 
> can anyone tell me how I can set "Due" depending on the "Created"-Date?
> 
> I know how to get the the Creationdate:
> my $createdate = ($self->TicketObj->CreatedObj);
> 
> But how can I encrease it for example 14 days?
> 
> I did find something that takes the scrip execution time and adds 1 day.
> $duedate->Set(Format=>'unknown', Value=>'1 days');
> But that doesn't work if I want to change it 3 days later, because than 
> I would have all in all 17 days.
> 
> I know that I can write the new date with:
> $self->TicketObj->SetDue($duedate->ISO);
> 
> 
> So all I need is the step inbetween.
> 
> Thanks,
> 
> Violetta
> 
> 

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Re: [rt-users] RT thinks this message may be a bounce

[Kenneth Crocker]

Rana,


If you know SQL and have either SQL Plus or SQL Navigator (or some 
other tool), you might want to take a look at the "TICKETS" table. This 
table will show you any links, tickets it merged from, etc. That might 
tell you something. Have you run a query to see what queues there 
are/were in? If a ticket from another Queue was merged into a ticket in 
a different Queue  AND if that is the cause, you might be able to 
correct the problem by unmerging the ticket, moving it to the correct 
queue and THEN merging it.
To stop the problem, you could write a scrip that evaluates the "FROM" 
queue on a merge and if no the same as the "TO" queue, do not complete 
the transaction, or if that's not possible, UNDO the transaction. Just a 
thought.

Kenn
LBNL

On 10/21/2008 5:35 AM, Rana Tanveer wrote:
> Thanks Kenneth Crocker for you quick response
> 
> might be but some other fellow did this merge.
> 
> i actually want to know what should i do to avoid this situation. what 
> to check and where to check. situation is annoyed getting too much 
> bounces like that.
>  
> thanks for response
> 
> regards,
> 
> Rana Tanveer
> 
> 
> 
> 
> 
> On Tue, Oct 21, 2008 at 1:47 AM, Kenneth Crocker <[EMAIL PROTECTED] 
> > wrote:
> 
> Rana,
> 
> 
>When you merged the initial ticket, did you merge it into a
> ticket in the same queue?
> 
> 
> Kenn
> LBNL
> 
> 
> On 10/20/2008 8:11 AM, Rana Tanveer wrote:
> 
> Hi RT Experts
> 
> I am using RT 3.6.5.   on a Fedora
> 9 Machine, everything is fine
> 
> 
> but on my few merged ticket i get the following error mail
> generated and sent to root user. on every reply this error mail
> generated.
> 
> "RT thinks this message may be a bounce"
> 
> could someone guide me where should i look for this error? and
> how to overcome this?
> 
> This problem is only with merged tickets only
> 
> 
> -- 
> -
> Rana Tanveer
>+923224194457
> http://www.sysadminsline.com
> -
> 
> 
> 
> 
> 
> ___
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> 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
> 
> 
> 
> 
> 
> -- 
> -
>  Rana Tanveer
> +923224194457
> http://www.sysadminsline.com
> -

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Re: [rt-users] Safe to modify ScripActions table in database

[Kenneth Crocker]

Gordon,


Probably not, as this table merely contains a POSSIBLE action and the 
code executed. The scrip table points to a certain record on the 
"Action" table when a scrip is created. However, I really do not 
understand why on earth would you do that rather than let RT do it (and 
any other possible functions) for you when you create your 
"user-defined" code in a scrip. It seems alot like inventing the wheel 
all over again when there are numerous ones that can be used. Your 
choice, I just do not see the advantage against possible risk.


Kenn
LBNL

On 10/20/2008 6:55 PM, [EMAIL PROTECTED] wrote:
> I have manually added a row to the ScripActions table of the database.
> Is this a bad thing to do in terms of future upgrades?
> Is there a better way to make the changes?
> 
> thanks
> Gordon
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[rt-users] Getting the owner of a ticket fails?

[kschmitte]

Hello All,

I'm running a scrip which auto-assigns a ticket to user on the first reply. 
This works very well - if it would not fire the assignement mail twice...

The scrip skeleton is from:
http://www.nabble.com/automatic-take-td19312788.html#a19313143 (I'm citing
the nabble RT user list repository for easier access - thread name was
"automatic take").

What I can see is that the scrip is executed twice - maybe due to what is
described (and what I don't understand either) in "Correspond Transaction
Twice on Reply in Batchmode"
(http://www.nabble.com/Correspond-Transaction-Twice-on-Reply-in-Batchmode-td8730015.html#a8730015).

My issue now is, that when I try to get the owner id, the id did not change
from 10 (see log messages below "Scrip Auto-Take started.117Owner: 10") to
#117 - what I would expect here (since the ticket is assigned after the
first action).
Is  
$self->TicketObj->Owner
not the correct way to get the current owner ID?

Thanks for any help!

Kai Schmitte





-> my code:
#see http://www.nabble.com/automatic-take-td19312788.html
my $correspondent = $self->TransactionObj->Creator;

$RT::Logger->info("Scrip Auto-Take started. Current Owner: " .
$self->TicketObj->Owner);

# don't auto-take for "root"
return 1 if $correspondent == $RT::SystemUser->id;

# only auto-take if owned by Nobody
return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;

# don't auto-take if correspondent is requestor
# see http://wiki.bestpractical.com/index.cgi?OnCreateSetDeptHeadCc
my $rgobj = $self->TicketObj->Requestors;
my $rmobj = $rgobj->UserMembersObj;
my $uobj;
while ($uobj = $rmobj->Next) 
{
   if ($uobj->PrincipalObj->Id == $correspondent) 
   {
$RT::Logger->info("Not auto-assigning ticket #" . 
$self->TicketObj->id . " to its requestor");
return 1;
   }
}

$RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to user
#". $correspondent );
my ($status, $msg) = $self->TicketObj->SetOwner( $correspondent );
unless( $status ) 
{
$RT::Logger->error( "Impossible to assign ticket to $correspondent:
$msg" );
return undef;
}
return 1;



-> the log messages:
Oct 21 16:48:02 support RT: Scrip Auto-Take started.117Owner: 10 ((eval
3112):4)  
Oct 21 16:48:02 support RT: Auto assign ticket #105 to user #117 ((eval
3112):30)  
Oct 21 16:48:02 support RT: 
#105/2265 - Scrip 2 Notify Owner on Owner Change
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:252)  
Oct 21 16:48:02 support RT:  sent 
To: [EMAIL PROTECTED]
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:283)  
Oct 21 17:03:36 support RT: Scrip Auto-Take started.117Owner: 10 ((eval
475):4)  
Oct 21 17:03:36 support RT: Auto assign ticket #105 to user #117 ((eval
475):30)  
Oct 21 17:03:36 support RT: 
#105/2268 - Scrip 2 Notify Owner on Owner Change
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:252)  
Oct 21 17:03:36 support RT:  sent 
To: [EMAIL PROTECTED]
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:283)  
-- 
View this message in context: 
http://www.nabble.com/Getting-the-owner-of-a-ticket-fails--tp20094432p20094432.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

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Re: [rt-users] Execute RT CLI on a foreign machine (XP)?

[kschmitte]

Hello Gabriel,

thanks for that hint. 
But - in this case I would need to really learn Perl (what is on my Agenda,
but there is too less time...) and maybe also how to work with cygwin (where
I also have no clue).

My idea was to run a Python script (what I know very well) and to execute
the RT-CLI as a system-command. 

Is there no way to take a few files from RT, change some setting for the
connection and go ahead?

Thanks,

Kai




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Re: [rt-users] move to new server and upgrade

[Aaron Zuercher]

Thanks for the response.  We are using MySQL too so i'll look at that
information.

Aaron



On Mon, Oct 20, 2008 at 4:13 PM, Helmuth Ramirez <
[EMAIL PROTECTED]> wrote:

>  We recently performed this upgrade.  What we ended up doing was
> installing 3.8.1 on the new server, dumping db from 3.6 server, importing it
> to 3.8 server, ran the db scripts to get it up to date.  In our case, we're
> running MySQL, it is VERY important you follow the MySQL upgrade
> instructions, otherwise you'll end up with garbled attachments.
>
>
>
> As far as just dumping your 3.6 db into 3.8.  Yes, it'll allow you to view
> your tickets (I was able to), but attachments didn't work out too well
> (refer to MySQL upgrade docs).
>
>
>
> Good luck
>
>
>
> *From:* [EMAIL PROTECTED] [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Aaron Zuercher
> *Sent:* Monday, October 20, 2008 4:59 PM
> *To:* rt-users@lists.bestpractical.com
> *Subject:* [rt-users] move to new server and upgrade
>
>
>
> Hello,
> I've been using RT 3.6.0 for awhile in my organization with great success.
> I'd like to move it to a new box and at the same time upgrade to lastest
> version.  Can someone advise me on the best method for doing this?  I assume
> I can't take data out of my 3.6 database and import directly into the 3.8
> database?
>
> So would it be best to upgrade to 3.8 before export or intall 3.6 on new
> server adn then upgrade after importing?
>
> Thanks,
> Aaron
>
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Re: [rt-users] Mandatory Standard Fields

[Richard Hartmann]

On Tue, Oct 21, 2008 at 02:22, Kenneth Crocker <[EMAIL PROTECTED]> wrote:

>I solved this by writing a global scrip that moves the creator of the
> transaction into the owner field when the ticket is resolved AND the
> owner = nobody. I do the same thing for when a ticket is opened. That
> way they don't have to do a "take" and THEN own open it.

Can you post that to this list/the wiki, please? Sounds pretty useful,
to me.


RIchard
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Re: [rt-users] Safe to modify ScripActions table in database

[Richard Hartmann]

On Tue, Oct 21, 2008 at 03:55,  <[EMAIL PROTECTED]> wrote:

> I have manually added a row to the ScripActions table of the database.
> Is this a bad thing to do in terms of future upgrades?

Not sure, but I think not.


> Is there a better way to make the changes?

You can edit etc/initialdata and run poke rt-setup-database for
inserting the new stuff. If you do so, it would be great if you
wrote a Wiki entry and replied with a link.


Richard
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[rt-users] set Due depending on Created

[Violetta Wawryk]

Hi,

can anyone tell me how I can set "Due" depending on the "Created"-Date?

I know how to get the the Creationdate:
my $createdate = ($self->TicketObj->CreatedObj);

But how can I encrease it for example 14 days?

I did find something that takes the scrip execution time and adds 1 day.
$duedate->Set(Format=>'unknown', Value=>'1 days');
But that doesn't work if I want to change it 3 days later, because than 
I would have all in all 17 days.

I know that I can write the new date with:
$self->TicketObj->SetDue($duedate->ISO);


So all I need is the step inbetween.

Thanks,

Violetta


-- 
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Re: [rt-users] RT thinks this message may be a bounce

[Michal Svoboda]

Rana Tanveer wrote 5767 bytes:
> i actually want to know what should i do to avoid this situation. what to
> check and where to check. situation is annoyed getting too much bounces like
> that.

I believe you should check RTAddressRegexp in your RT_SiteConfig.pm. Add
all addresses that go to RT in there.
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Re: [rt-users] RT thinks this message may be a bounce

[Stephen Turner]

On Tue, 21 Oct 2008 08:35:53 -0400, Rana Tanveer <[EMAIL PROTECTED]>  
wrote:


>> On 10/20/2008 8:11 AM, Rana Tanveer wrote:
>>
>>> Hi RT Experts
>>>
>>> I am using RT 3.6.5.  on a Fedora 9 Machine, everything  
>>> is
>>> fine
>>>
>>>
>>> but on my few merged ticket i get the following error mail generated  
>>> and
>>> sent to root user. on every reply this error mail generated.
>>>
>>> "RT thinks this message may be a bounce"
>>>
>>> could someone guide me where should i look for this error? and how to
>>> overcome this?
>>>
>>> This problem is only with merged tickets only
>>>

This message is often caused by sending mail from an RT ticket to an  
address that feeds back into RT.

Steve

-- 
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Senior Programmer/Analyst - SAIS
MIT IS&T
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Re: [rt-users] RT thinks this message may be a bounce

[Rana Tanveer]

Thanks Kenneth Crocker for you quick response

might be but some other fellow did this merge.

i actually want to know what should i do to avoid this situation. what to
check and where to check. situation is annoyed getting too much bounces like
that.

thanks for response

regards,

Rana Tanveer





On Tue, Oct 21, 2008 at 1:47 AM, Kenneth Crocker <[EMAIL PROTECTED]> wrote:

> Rana,
>
>
>When you merged the initial ticket, did you merge it into a ticket
> in the same queue?
>
>
> Kenn
> LBNL
>
> On 10/20/2008 8:11 AM, Rana Tanveer wrote:
>
>> Hi RT Experts
>>
>> I am using RT 3.6.5.  on a Fedora 9 Machine, everything is
>> fine
>>
>>
>> but on my few merged ticket i get the following error mail generated and
>> sent to root user. on every reply this error mail generated.
>>
>> "RT thinks this message may be a bounce"
>>
>> could someone guide me where should i look for this error? and how to
>> overcome this?
>>
>> This problem is only with merged tickets only
>>
>>
>> --
>> -
>> Rana Tanveer
>>+923224194457
>> http://www.sysadminsline.com
>> -
>>
>>
>> 
>>
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>>
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>> copy at http://rtbook.bestpractical.com
>>
>
>


-- 
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 Rana Tanveer
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-
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[rt-users] Numeric ids

[Jason Doran]

Hi,

Is there anyway to get a logon to RT with a numeric id.

I have looked at some threads discussing this:

http://www.gossamer-threads.com/lists/rt/users/34013?search_string=numeric%20user%20id;#34013
http://www.gossamer-threads.com/lists/rt/users/57938?search_string=numeric%20user%20id;#57938
http://www.gossamer-threads.com/lists/rt/users/26803?search_string=numeric%20username;#26803
http://www.gossamer-threads.com/lists/rt/users/49768?search_string=numeric%20username;#49768

All our students have numeric ids (9 digit number) and we are using  
LDAP authentication.

I can probably store the username as their email address, and then  
LoadByGecos
(numeric id) as suggested in one of the threads. Buy where do I make  
this change.
Also, I suspect that I will then try to bind to my LDAP with an email  
address, rather than UID,
which wont work.

I have looked at Record.pm and I can force through autocreation
of an account with numeric id on a test system, but cannot get this to
logon by LDAP. User_Overlay.pm has some code (sub Load) that looks  
like it could be
changed. Again, I do not know the side-effects of changing things here.

Any ideas/pointers, or even just someone telling me that this is not
supported at all would be good.


Regards,
Jason Doran





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