[rt-users] Scrip does not send email

2009-06-11 Thread Guadagnino Cristiano
Hi all, I am having a problem with a scrip that does not send emails as expected. I have a queue with a mandatory custom field. If a user tries to create a ticket in that queue from the RT interface without populating the cf, RT will complain. However, if a user creates the ticket by sending an

Re: [rt-users] Rights issue on Configuration - Global - RT at a glance on RT 3.8.2

2009-06-11 Thread Carlos Garcia Montoro
Jo and Kenn, Thank you for your comments about this issue. In the end it was a bug of RT. Fortunately, I created a ticket on http://rt3.fsck.com/ and the people from Best Practical (I think that they were Kevin Falcone and Jesse Vincent) put their hands on it immediately and they have just

Re: [rt-users] Rights issue on Configuration - Global - RT at a glance on RT 3.8.2

2009-06-11 Thread Carlos Garcia Montoro
PS: It seems to me that Shawn Moore also worked on fixing it. Carlos Carlos Garcia Montoro wrote: Jo and Kenn, Thank you for your comments about this issue. In the end it was a bug of RT. Fortunately, I created a ticket on http://rt3.fsck.com/ and the people from Best Practical (I think

Re: [rt-users] Ticket history name format change

2009-06-11 Thread Speagle, Andy
Hi there... Sorry for the late bump, but I recently had to figure this one out on my own. I'm running RT 3.8.2 here and the best way to do this... (fix the paths and/or commands to fit your platform/installation) mkdir -p /opt/rt3/local/html/Ticket/Elements cp -p

[rt-users] script execution order

2009-06-11 Thread GravyFace
Hello, Wiki states that since 3.5.x, the execution order of scrips is alphanumeric by description. Is this correct? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support:

Re: [rt-users] Scrip Help

2009-06-11 Thread Ken Crocker
Aaron, We use this code: # condition set on email transaction to create my $trans = $self-TransactionObj; my $msgattr = $trans-Message-First; return 0 unless $trans-Type eq Create; return 0 unless $msgattr; return 1 if $msgattr-GetHeader('Received'); return 0; Hope this helps. Kenn

[rt-users] Scalability question - RT appropriate for 50K+ requests per year?

2009-06-11 Thread Lander, Scott
Folks, We are taking a look at RT as our helpdesk, and the basic functionality seems fine. However, I am wondering how it does under a fairly heavy load (ok - maybe it isn't heavy - but, I think of it as fairly large) of upwards of 50K requsts per year, about 200 requests per (work)

Re: [rt-users] Scrip does not send email

2009-06-11 Thread Ken Crocker
Guadagnino, From what I can see, the scrip did TRY to send an Email. So the action /did/ work. I would look at the privileges for the requestor. If RT tries to send an Email and the Requestor doesn't have the right to GET Emails, then RT won't find a recipient. I'm not sure, but I think

Re: [rt-users] script execution order

2009-06-11 Thread Ken Crocker
GravyFace, Yep. I renamed many of my scrips with a 1a to 1c on scrips that modify ticket and custom fields. That way, I ensure that my notify scrips have the info available from a ticket modified ticket. That was before I understood how Prep Code and Cleanup code worked with

[rt-users] R: Scrip does not send email

2009-06-11 Thread Guadagnino Cristiano
Hi Ken! Yes, the ticket status got changed to rejected. I'll look at the rights, but that same user receives a notification email if I take one of his tickets, so I'm inclined to think the problem is elsewhere. Thank you! Bye Cris Da: Ken Crocker [mailto:kfcroc...@lbl.gov] Inviato: giovedì 11

[rt-users] It is posible to see custom fields in SelfService area for unprivileged users?

2009-06-11 Thread Defensoría General de la Nación
Hi All, It is posible to see custom fields in SelfService area for unprivileged users? If yes How? I was looking on the wiki and google but I could don't found the solution. I trying to modify all permissions but unprivileged users never see the custom fields. I’m using RT 3.8.3

Re: [rt-users] RT 3.8.2 - Query Builder - Dashboards

2009-06-11 Thread Cassandra Phillips-Sears
No problem, MarcAnthony. -- Cassandra Phillips-Sears cassan...@bestpractical.com Office Manager Best Practical Solutions, LLC http://www.bestpractical.com On Jun 9, 2009, at 2:15 PM 6/9/09, MarcAnthony Barrette wrote: very helpful indeed, thanks for digging up this old post MarcAnthony

Re: [rt-users] R: Scrip does not send email

2009-06-11 Thread Ken Crocker
Guad, IF that person /IS/ getting other emails, is it from the same queue? But I think you're right. It is somewhere else, but NOT the scrip. The scrip is fine. Kenn LBNL On 6/11/2009 7:46 AM, Guadagnino Cristiano wrote: Hi Ken! Yes, the ticket status got changed to rejected.

Re: [rt-users] Question on use of Category in a scrip

2009-06-11 Thread Cassandra Phillips-Sears
It might be good if someone could update the wiki with this code, but I don't think I should be the one to do it as I'm not a programmer. ;) I think it might be helpful for others trying to answer this question in the future. -- Cassandra Phillips-Sears Office Manager Best Practical

[rt-users] Organization Name Change Caused New Ticket Instead of Adding Correspondence

2009-06-11 Thread Robert Gabriel
Hi all, Very new with RT and already in trouble. I upgraded from 3.4.4 to 3.8.2. Things look good. But I foolishly made the following changes without realising the consequences: old: Set($rtname, 'CompanyName'); Set($Organization, 'CompanyName'); new: Set($rtname, 'Company Name');

[rt-users] Organization Name Change Caused New Ticket Instead of Adding Correspondence

2009-06-11 Thread Robert Gabriel
Hi all, Very new with RT and already in trouble. I upgraded from 3.4.4 to 3.8.2. Things look good. But I foolishly made the following changes without realising the consequences: old: Set($rtname, 'CompanyName'); Set($Organization, 'CompanyName'); new: Set($rtname, 'Company Name');

[rt-users] [Rt-announce] RTFM 2.4.2 Released

2009-06-11 Thread Kevin Falcone
We are happy to announce that RTFM 2.4.2 is now ready for download It includes a number of bugfixes and an important compatibility fix which you need to use RTFM with RT 3.8.3 or greater. You can download it from: http://download.bestpractical.com/pub/rt/release/RTFM-2.4.2.tar.gz

Re: [rt-users] Scalability question - RT appropriate for 50K+ requests per year?

2009-06-11 Thread Kenneth Marshall
On Thu, Jun 11, 2009 at 10:16:48AM -0400, Lander, Scott wrote: Folks, We are taking a look at RT as our helpdesk, and the basic functionality seems fine. However, I am wondering how it does under a fairly heavy load (ok - maybe it isn't heavy - but, I think of it as fairly large)

[rt-users] Size limit in RT 3.8.2 rich text editor?

2009-06-11 Thread Flynn, Timothy J
I have users that type large messages and/or paste text into the RT editor that say it is getting truncated. Is there a size limit to the amount of text that the rich text box can handle, or another reason why it would truncate? Would this pertain to some of the IE bugs that were fixed in RT

Re: [rt-users] help in creating Scrips

2009-06-11 Thread rmp dmd
Thank you very Matthew for that concise response. Appreciate it! Follow-up though or anyone who understand scrips, kindly help. Please teach me what is OPERATOR = '=', ENTRYAGGREGATOR, OPERATOR value is expecting from status. This is the line from the scrip: $search-LimitStatus(VALUE =

[rt-users] SITE_CONFIG_FILE

2009-06-11 Thread Hossein Rafighi
Hi, Is there a way to override the SITE_CONFIG_FILE location? It seems no matter what argument I put in configure to change the location of RT_SiteConfig.pm it still says: SITE_CONFIG_FILE=$(CONFIG_FILE_PATH)/RT_SiteConfig.pm in Makefile. I need to change this to /etc/RT_SiteConfig.pm. Any

[rt-users] logging in scrip conditions?

2009-06-11 Thread GravyFace
Have a scrip that's not firing for some reason. Want to write to the rt.log with some debug info, but the Logger doesn't seem to be accessible from the scrip conditions. Of course, my Perl-fu is pretty abyssmal. This possible? ___

Re: [rt-users] logging in scrip conditions?

2009-06-11 Thread Ken Crocker
GravyFace, I usually do this in my Dev environment where I first change the RT_SiteConfig.pm file to turn on logging: * Set($DevelMode, '1');. *This is OFF in production as it would make everything run REALLY slow. Then I insert the following code whereever I want to display

Re: [rt-users] logging in scrip conditions?

2009-06-11 Thread GravyFace
Ah. Forgot to enable logging; thanks Ken. On Thu, Jun 11, 2009 at 2:39 PM, Ken Crocker kfcroc...@lbl.gov wrote: GravyFace,     I usually do this in my Dev environment where I first change the RT_SiteConfig.pm file to turn on logging:     Set($DevelMode, '1');. This is OFF in production as

[rt-users] Large attachments - how to warn user before dropped

2009-06-11 Thread samir marhoum
Hi, I need the changes made to Create.html to notify users that the attachment has not been added because it exceeds the Max size. Thanks in advance. For the Update.html, I used the code from Eric Shultz and it works fine. My RT version is 3.8.1 Best regards.

Re: [rt-users] Size limit in RT 3.8.2 rich text editor?

2009-06-11 Thread Michael Finn
-Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Flynn, Timothy J Sent: Thursday, June 11, 2009 11:16 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Size limit in RT 3.8.2 rich text editor? I have

[rt-users] Email copies of replies to senders

2009-06-11 Thread Dominic Lepiane
Hi rt-users, I'm not sure where to look for this and I couldn't find where in the config or preferences this can be done, but is is possible to have replies sent to the replying person? So if I reply to a ticket, I would get a copy of my own reply as well as the other people? Thanks, - Dominic

Re: [rt-users] help in creating Scrips

2009-06-11 Thread rmp dmd
Thank you very much Raed. This problem explains while I merging the newly created tickets to a ticket with status 'new' on the top of the list. I need to merge new ticket to an existing ticket with subject matching ** PROBLEM - any words - CRITICAL ** . 1st request, this is a match: #2316: **

[rt-users] ticket creation based on subject

2009-06-11 Thread rmp dmd
Hi, I'm sending a lot of questions and been getting substantial and concise responses. This mailing lists is the best on all the mailing list. members provided the answer accurately and extensively. Thanks very much guys! Anyway, I have another question. Is there a way or an exisiting scrip to

Re: [rt-users] ticket creation based on subject

2009-06-11 Thread Jeremy Winder
I have also found this mailing list extremely helpful, and finally someone asked a question I can help with. On the wiki there is a scrip,http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages , that will merge the Problem and Recovery notices then automatically close the ticket. If

Re: [rt-users] Email copies of replies to senders

2009-06-11 Thread Ken Crocker
Dominic, RT doesn't normally notify the initiator of a transaction, as it would be redundant (plus there is a record of the reply in the ticket history). However, if that is what you want, you need to turn on the Notify Actor setting in your RT_SiteConfig.pm file located at $RTHOME/etc.

[rt-users] saved searches via email?

2009-06-11 Thread GravyFace
Haven't seen anything like this in the wiki, but a useful feature for our mobile guys would be to setup a search@ action/alias in the rt-mailgate that would parse, query, and respond via email with saved searches. One example I can think of off the bat would be the dashboard's My Top 10 Highest

Re: [rt-users] ticket creation based on subject

2009-06-11 Thread rmp dmd
Thank you very much jeremy. It is a big help. someone kindly show me the syntax for: - ignoring the request (basically do nothing) - send or forward the message to AdminCC thanks! On Thu, Jun 11, 2009 at 5:51 PM, Jeremy Winder jwin...@logicalsi.comwrote: I have also found this mailing list

[rt-users] External requester can't see own tickets

2009-06-11 Thread Lander, Scott
From the self-service page. This is a global issue. My users are authenticated via ldap. The initial page shows Open Tickets, Closed Tickets and New Ticket on the left side. Clicking either Open or Closed Tickets does not return anything. --- This is the issue I hope to fix Goto ticket

[rt-users] Update: External requester can't see own tickets

2009-06-11 Thread Lander, Scott
On more thought - maybe the problem is that my ldap authentication isn't actually working as I expected. I was using my own account (slander) to login via ldap, and the login works. But - I had the admin account email set as my email. So, when I created a ticket using my email as the