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
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
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
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
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:
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
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)
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
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
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
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.
Im using RT 3.8.3
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
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.
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
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');
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');
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
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)
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
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:
$search-LimitStatus(VALUE =
Hi,
Is there a way to override the SITE_CONFIG_FILE location? It seems no
matter what argument I put in configure to change the location of
RT_SiteConfig.pm it still says:
SITE_CONFIG_FILE=$(CONFIG_FILE_PATH)/RT_SiteConfig.pm in Makefile. I
need to change this to /etc/RT_SiteConfig.pm. Any
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?
___
GravyFace,
I usually do this in my Dev environment where I first change the
RT_SiteConfig.pm file to turn on logging:
*
Set($DevelMode, '1');. *This is OFF in production as it would make
everything run REALLY slow.
Then I insert the following code whereever I want to display
Ah. Forgot to enable logging; thanks Ken.
On Thu, Jun 11, 2009 at 2:39 PM, Ken Crocker kfcroc...@lbl.gov wrote:
GravyFace,
I usually do this in my Dev environment where I first change the
RT_SiteConfig.pm file to turn on logging:
Set($DevelMode, '1');. This is OFF in production as
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.
-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
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
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: **
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
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
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.
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
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
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
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
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