Re: [rt-users] Errors in scrips.

[Agnislav Onufrijchuk]

22.04.2010 15:43, H Manohar Rayker пишет:
> 
> How can I track errors in scrips?
> 
The same way as the rest of errors - they're logged.

-- 
Agnislav Onufrijchuk
PortaOne, Inc., RT Developer
Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670

  PortaOne Booth 812 @ ITW 2010
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Re: [rt-users] A 'personal' watch list?

[Jesse Vincent]

On Fri, Apr 23, 2010 at 10:37:01AM +0900, Jean-Christian wrote:
> Thanks for the comment Jesse. We're using RT 3.6.10 and I can't see
> a 'star'. I see the latest version is 3.8? Is the 'star' only
> available in 3.8?

It's a core feature in 3.8, yes.

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Re: [rt-users] A 'personal' watch list?

[Jean-Christian]

Thanks for the comment Jesse. We're using RT 3.6.10 and I can't see a 
'star'. I see the latest version is 3.8? Is the 'star' only available in 
3.8?


Jc

On 04/23/2010 10:20 AM, Jesse Vincent wrote:




On Fri, Apr 23, 2010 at 09:52:14AM +0900, Jean-Christian wrote:

I'm very new to RT so please forgive me if this is a silly question.

Is there a way to create a personal list of tickets I want to keep
an eye on? There are some tickets in our system that have useful
information in them and I want to be able to 'add them to a personal
watchlist'. (I'm coming from a JIRA background which has a 'watch
this' functionality)



Assuming you're using a current RT, just click the stars in the upper right 
hand corner of a ticket.


I did a quick search through the mailing list archives but couldn't
find any mention of such functionality.

Thanks!

Jc

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Re: [rt-users] A 'personal' watch list?

[Jesse Vincent]

On Fri, Apr 23, 2010 at 09:52:14AM +0900, Jean-Christian wrote:
> I'm very new to RT so please forgive me if this is a silly question.
> 
> Is there a way to create a personal list of tickets I want to keep
> an eye on? There are some tickets in our system that have useful
> information in them and I want to be able to 'add them to a personal
> watchlist'. (I'm coming from a JIRA background which has a 'watch
> this' functionality)


Assuming you're using a current RT, just click the stars in the upper right 
hand corner of a ticket.
 
> I did a quick search through the mailing list archives but couldn't
> find any mention of such functionality.
> 
> Thanks!
> 
> Jc
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

-- 

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[rt-users] A 'personal' watch list?

[Jean-Christian]

I'm very new to RT so please forgive me if this is a silly question.

Is there a way to create a personal list of tickets I want to keep an 
eye on? There are some tickets in our system that have useful 
information in them and I want to be able to 'add them to a personal 
watchlist'. (I'm coming from a JIRA background which has a 'watch this' 
functionality)


I did a quick search through the mailing list archives but couldn't find 
any mention of such functionality.


Thanks!

Jc

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Re: [rt-users] Possible Exchange Issue

[Jeffrey Fearn]

Brian Tinsley wrote:

Hi,

 

I am responsible for a pricing email box. I get and receive emails into 
this email box. I also get my normal email in my standard inbox.



What happens is that I can not send from my x5quo...@x5solutions.com 
 email box to r...@x5solutions.com 
. It does not open a new ticket. Nor can I 
reply to a ticket that I created inside RT, for instance, I have an 
existing ticket and if I reply to it from my x5quo...@x5solutions.com 
 email, it doesn’t update the ticket. 
Yet if I reply to it from my inbox, btins...@x5solutions.com 
, it works.


 


 RE: [[quotes] #474] AutoReply: Shawn-N042210-Burlington PRI

 

I need to keep this separate and get it to work from the 
x5quo...@x5solutions.com  email box. 
Does anyone have any suggestions on what might be wrong?


First thing that comes to mind is it's being filtered out in the mail 
loop check. What is $RTAddressRegexp set to in RT_SiteConfig.pm?


Another issue is that a lot of our tickets that are created in up in a 
general que and we’d like to be able to view that and be able to assign 
them.


Not sure what you mean by this.

Cheers, Jeff.

--
Jeff Fearn 
Software Engineer
Engineering Operations
Red Hat, Inc
Freedom ... courage ... Commitment ... ACCOUNTABILITY

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[rt-users] Possible Exchange Issue

[Brian Tinsley]

Hi,

 

I am responsible for a pricing email box. I get and receive emails into
this email box. I also get my normal email in my standard inbox.


What happens is that I can not send from my x5quo...@x5solutions.com
email box to r...@x5solutions.com. It does not open a new ticket. Nor can
I reply to a ticket that I created inside RT, for instance, I have an
existing ticket and if I reply to it from my x5quo...@x5solutions.com
email, it doesn't update the ticket. Yet if I reply to it from my inbox,
btins...@x5solutions.com, it works. 

 

 RE: [[quotes] #474] AutoReply: Shawn-N042210-Burlington PRI

 

I need to keep this separate and get it to work from the
x5quo...@x5solutions.com email box. Does anyone have any suggestions on
what might be wrong?

 

Another issue is that a lot of our tickets that are created in up in a
general que and we'd like to be able to view that and be able to assign
them.

 

Thanks RT Experts.

 

Brian Tinsley

 

 

 

Brian S. Tinsley | Project Manager | Office ( 206 777 6188 | Direct (
206 550 7957 
X5 Solutions| 1520 4th Avenue | Suite 500 | Seattle | WA | 98101 |

 


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Re: [rt-users] GPG issue on RHEL5 + RT 3.8.7

[Jeffrey Fearn]

Hi Ruslan, thanks for the input ...  ... it's more stupid than 
this though. There was a fake user created with a typo in the user name, 
and I was checking the typo account instead of the real account ... >_< 
... works fine when you check the right account!


Cheers, Jeff.

Ruslan Zakirov wrote:

Also, I think it may be trust level of the key. RT doesn't force any
trust levels and you have to maintain it yourself or use "always
trust" mode.

On Fri, Apr 23, 2010 at 12:04 AM, Ruslan Zakirov
 wrote:

Jeffrey,

Can you enable debug logging and send us more info from the log? GnuPG
is quiet noisy.

On Thu, Apr 22, 2010 at 11:22 AM, Jeffrey Fearn  wrote:

Jeffrey Fearn wrote:

Hi, I'm testing the GPG stuff on RHEL5 + RT 3.8.7, mainly for signature
verification, but I'm getting the following error:

Apr 22 16:53:01 rt-stage RT: logger for 'd...@exampls.com': gpg: error
reading key: public key not found
(/usr/lib/perl5/vendor_perl/5.8.8/RT/Crypt/GnuPG.pm:2077)

I added the "logger for 'd...@exampls.com':" string just to make sure the
email was being set properly.

Just a note that the email address got munged hiding the real one used, it
matches on the server :}

Cheers, Jeff.

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--
Best regards, Ruslan.








--
Jeff Fearn 
Software Engineer
Engineering Operations
Red Hat, Inc
Freedom ... courage ... Commitment ... ACCOUNTABILITY

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Re: [rt-users] Can't locate object method "_Accessible"

[Martin Drasar]

Dne 22.4.2010 22:59, Jerrad Pierce napsal(a):
> First you say you tried different ports and then the the same port.
> Did you mean different names? I've successfully run 3.8.1 and 3.8.6
> concurrently on different virtual hosts (without doing the db upgrades).

I have tried two virtual hosts, one on port 80 and one on port 8080.
The port 80 had version 3.6.x and port 8080 had version 3.8.x
Because this setup was not working I have changed the configuration of
host on port 80 to point to RT 3.8.x directory (thus leaving me with
only one version). Suddenly I was able to run 3.8.x.
I admit that I have not done any deep testing, because I was happy to
see 3.8.x working. I have transitioned my scrips and left 3.6.x far
behind me.
Also note that I have tried version 3.6.x and 3.8.x concurrently and you
have different 3.8.x version - there may be a difference.

-- 
Mgr. Martin Drasar   dra...@ics.muni.cz
Network Security Department http://ics.muni.cz/
CSIRT-MU   http://www.muni.cz/csirt
Institute of Computer Science, Masaryk University, Brno, Czech Republic
   PGP Key ID: 0x944BC925

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Re: [rt-users] CommandByMail problem

[Kenneth Crocker]

To List & Kevin & Jeff,

Whomever created RightsMatrix, I owe them a beer. Actually a pitcher.

I SSOOO embarrassed by this mistake. However, confession is good for
the soul.

I've been on 3.6.4 so for so long, I completely forgot that 3.8.7 allows the
granting of "SuperUser" at the group level, whereas in 3.6.4, that was not
possible. I am BIG on *not *granting rights to individual users, but because
of 3.6.4, I had granted the "SuperUser" right to a few individuals.

Then along comes 3.8.7 and I had found out we could grant "SuperUser" at the
*group* level so I did. Then just recently, wanted to do a test and the
person I wanted to do the test was a "SuperUser". Since that would defeat
the test, I removed the "SuperUser" right for that *individual*, but forgot
about that right having been granted for a group he was in. So when I looked
at his individual rights, he shouldn't have that right, yet he was creating
a ticket. So I finally woke up and used RightsMatrix and clicked the Y under
that right under "ALL" and lo and behold, the answer.

It is now corrected and it works fine.

The problem with the never-ending email loop is, of course, unrelated. We
think it has to do with the "Timeline" directory/code bumping into
"CommandByMail" directory/code in that Takeaction seems to keep repeating
it's rejection. We're going to remove TImeline and try again.

Thanks again for your time and effort.

Kenn
LBNL

On Thu, Apr 22, 2010 at 6:53 AM, Kevin Falcone wrote:

> On Wed, Apr 21, 2010 at 01:39:04PM -0700, Kenneth Crocker wrote:
> >1) Email from any RT User creates a ticket in a queue, EVEN when the
> right "CreateTicket" has
> >NOT been applied to that User/group/role/Sys group for that Queue. It
> still gets in and
> >becomes a ticket. I checked the rights on this VERY thoroughly.
>
> You must have a misconfiguration, setting up a vanilla 3.8.7 with a
> user who has no CreateTicket rights anywhere and injecting mail from
> that user gets
> not ok - Ticket creation failed: No permission to create tickets in
> the queue 'General'
> as a result.  This is because Auth::MailFrom will reject the user
> before CommandByMail gets to it
>
> >2) Email from NON-RT Users and NON-LDAP Users gets sent back to the
> "from" address in a
> >never-ending loop.
> >
> >I know how to turn off the loop, by temporarily turning off
> "TakeAction:" from the Plugin and
> >then bouncing RT.
> >
> >The two questions I have are:
>
> It isn't clear to me why notifying the From: in your environment
> causes a loop
>
> -kevin
>
>
> 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] Can't locate object method "_Accessible"

[Jerrad Pierce]

> I am not sure if this is going to help you, but I had the same problem
> as you have now. I was trying to do a smooth upgrade from 3.6 to 3.8 and
> my idea was to run two versions at once only on different ports.
> For reasons that I cannot fathom, this was not possible - I could run
> only one version at port 80, be it 3.6 or 3.8. After all it was not that
> much of a problem for me, because our RT installation was kind of fresh
> one, without many users...
First you say you tried different ports and then the the same port.
Did you mean different names? I've successfully run 3.8.1 and 3.8.6
concurrently on different virtual hosts (without doing the db upgrades).

-- 
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Re: [rt-users] Can't locate object method "_Accessible"

[Martin Drasar]

Dne 22.4.2010 18:59, CLOSE Dave (DAE) napsal(a):
> No clues? Do I need to give up on RT?

Hi Dave,
I am not sure if this is going to help you, but I had the same problem
as you have now. I was trying to do a smooth upgrade from 3.6 to 3.8 and
my idea was to run two versions at once only on different ports.
For reasons that I cannot fathom, this was not possible - I could run
only one version at port 80, be it 3.6 or 3.8. After all it was not that
much of a problem for me, because our RT installation was kind of fresh
one, without many users...
I suggest that you try to set up environment for new version of RT on
different machine, read the docs about migrating DB, set it up and after
you have it running just move it to orginal server and replace the old
version.

Martin

-- 
Mgr. Martin Drasar   dra...@ics.muni.cz
Network Security Department http://ics.muni.cz/
CSIRT-MU   http://www.muni.cz/csirt
Institute of Computer Science, Masaryk University, Brno, Czech Republic
   PGP Key ID: 0x944BC925

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Re: [rt-users] GPG issue on RHEL5 + RT 3.8.7

[Ruslan Zakirov]

Also, I think it may be trust level of the key. RT doesn't force any
trust levels and you have to maintain it yourself or use "always
trust" mode.

On Fri, Apr 23, 2010 at 12:04 AM, Ruslan Zakirov
 wrote:
> Jeffrey,
>
> Can you enable debug logging and send us more info from the log? GnuPG
> is quiet noisy.
>
> On Thu, Apr 22, 2010 at 11:22 AM, Jeffrey Fearn  wrote:
>> Jeffrey Fearn wrote:
>>>
>>> Hi, I'm testing the GPG stuff on RHEL5 + RT 3.8.7, mainly for signature
>>> verification, but I'm getting the following error:
>>>
>>> Apr 22 16:53:01 rt-stage RT: logger for 'd...@exampls.com': gpg: error
>>> reading key: public key not found
>>> (/usr/lib/perl5/vendor_perl/5.8.8/RT/Crypt/GnuPG.pm:2077)
>>>
>>> I added the "logger for 'd...@exampls.com':" string just to make sure the
>>> email was being set properly.
>>
>> Just a note that the email address got munged hiding the real one used, it
>> matches on the server :}
>>
>> Cheers, Jeff.
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>
>
> --
> Best regards, Ruslan.
>



-- 
Best regards, Ruslan.

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Re: [rt-users] GPG issue on RHEL5 + RT 3.8.7

[Ruslan Zakirov]

Jeffrey,

Can you enable debug logging and send us more info from the log? GnuPG
is quiet noisy.

On Thu, Apr 22, 2010 at 11:22 AM, Jeffrey Fearn  wrote:
> Jeffrey Fearn wrote:
>>
>> Hi, I'm testing the GPG stuff on RHEL5 + RT 3.8.7, mainly for signature
>> verification, but I'm getting the following error:
>>
>> Apr 22 16:53:01 rt-stage RT: logger for 'd...@exampls.com': gpg: error
>> reading key: public key not found
>> (/usr/lib/perl5/vendor_perl/5.8.8/RT/Crypt/GnuPG.pm:2077)
>>
>> I added the "logger for 'd...@exampls.com':" string just to make sure the
>> email was being set properly.
>
> Just a note that the email address got munged hiding the real one used, it
> matches on the server :}
>
> Cheers, Jeff.
>
> 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] Search results anomaly

[Jeff Blaine]

RT 3.8.7

A search for 'Content matches foo.com' is returning some tickets
and missing others that clearly have foo.com in the Content.


[r...@rtsrv1 bin]# ./rt show 39 | grep foo.com | wc -l
1
[r...@rtsrv1 bin]#
[r...@rtsrv1 bin]# ./rt show 23 | grep foo.com | wc -l
67
[r...@rtsrv1 bin]#


23 shows up in the web search results.

39 does not.

Any ideas?


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Re: [rt-users] Can't locate object method "_Accessible"

[CLOSE Dave (DAE)]

No clues? Do I need to give up on RT?

A couple of days ago, I wrote:
> My server is running Fedora 8 and was running RT 3.6.5 ok. Most files
> were located in /usr/share/rt3. I have just upgraded to RT 3.8.7 and
> changed the installation directory to /opt/rt3. All references in
> /etc/httpd/conf*/* have been changed to refer to /opt/rt3 but the
> /usr/share/rt3 directory is still present. RT is running on port 8080 to
> avoid conflict with another application.
> 
> After the upgrade, RT refuses to run. The log shows this message:
> 
> [Fri Apr 16 15:04:34 2010] [error] [client 172.16.100.228] Can't locate
> object method "_Accessible" via package "SubscribeDashboard" (perhaps
> you forgot to load "SubscribeDashboard"?) at
> /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Record.pm line
> 423.\nCompilation failed in require at /opt/rt3/bin/../lib/RT.pm line 443.\n
> 
> Looking around online, I don't find this specific message referenced
> anywhere. However, similar messages with other methods are quoted. The
> general idea seems to be that something isn't up-to-date as expected. So
> I've run "yum update" on the server and updated everything. I then used
> cpan to update File::Temp since the repositories don't seem to be
> current for that module. After restarting the web server (Apache 2), RT
> still fails in exactly the same way.
> 
> Obviously, I'm still missing something simple. Can anyone tell me what?
--
Dave Close


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Re: [rt-users] CommandByMail problem

[Kenneth Crocker]

Sorry,

This &^%$%Gemail doesn't do a reply like I'm used to. I wanted to include
the list.

Kenn

On Thu, Apr 22, 2010 at 9:00 AM, Kenneth Crocker  wrote:

> Jeff, Kevin,
>
> I agree that something is configured wrong. The plugins look like this:
>
> Set(@MailPlugins, (qw(Auth::MailFrom Filter::TakeAction)));
> Set(@Plugins,(qw(RTx::Calendar RT::Authen::ExternalAuth
> RT::Extension::CommandByMail)));
>
> The only person with "CreateTicket" rights is the role AdminCc for the
> Queue (which is me). I had another person who is privileged send in an email
> and the ticket was created. I know, it doesn't make sense at all. Privileges
> have always worked before. I'm thinking we did something wrong in the
> install, so I'm going to flush my environment and re-create it.
>
> If there is something I need to ensure on installation, that would be
> helpful. I'm also NOT going to install Timeline, as it doesn't work that
> well anyway (no easy way to modify what is displayed).
>
> Hopefully, this will do it.
>
> Kenn
> LBNL
>
>
>
> On Thu, Apr 22, 2010 at 7:31 AM, Jeff Voskamp wrote:
>
>> On 04/22/2010 09:53 AM, Kevin Falcone wrote:
>>
>>> On Wed, Apr 21, 2010 at 01:39:04PM -0700, Kenneth Crocker wrote:
>>>
>>>
1) Email from any RT User creates a ticket in a queue, EVEN when the
 right "CreateTicket" has
NOT been applied to that User/group/role/Sys group for that Queue. It
 still gets in and
becomes a ticket. I checked the rights on this VERY thoroughly.


>>> You must have a misconfiguration, setting up a vanilla 3.8.7 with a
>>> user who has no CreateTicket rights anywhere and injecting mail from
>>> that user gets
>>> not ok - Ticket creation failed: No permission to create tickets in
>>> the queue 'General'
>>> as a result.  This is because Auth::MailFrom will reject the user
>>> before CommandByMail gets to it
>>>
>>>
>>>
2) Email from NON-RT Users and NON-LDAP Users gets sent back to the
 "from" address in a
never-ending loop.

I know how to turn off the loop, by temporarily turning off
 "TakeAction:" from the Plugin and
then bouncing RT.

The two questions I have are:


>>> It isn't clear to me why notifying the From: in your environment
>>> causes a loop
>>>
>>> -kevin
>>>
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>> What order are your MailPlugins in?
>>
>> Jeff
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>

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[rt-users] How do I hange a users preference

[Ian Pellew]

Cannot seem to find where to change a users proferences.
Want to change user history display order.
Its OK in root use, but no one else!


  

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[rt-users] How do I hange a users preference

[Ian Pellew]

Cannot seem to find where to change a users proferences.
Want to change user history display order.
Its OK in root use, but no one else!


  

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Re: [rt-users] CommandByMail problem

[Jeff Voskamp]

On 04/22/2010 09:53 AM, Kevin Falcone wrote:

On Wed, Apr 21, 2010 at 01:39:04PM -0700, Kenneth Crocker wrote:
   

1) Email from any RT User creates a ticket in a queue, EVEN when the right 
"CreateTicket" has
NOT been applied to that User/group/role/Sys group for that Queue. It still 
gets in and
becomes a ticket. I checked the rights on this VERY thoroughly.
 

You must have a misconfiguration, setting up a vanilla 3.8.7 with a
user who has no CreateTicket rights anywhere and injecting mail from
that user gets
not ok - Ticket creation failed: No permission to create tickets in
the queue 'General'
as a result.  This is because Auth::MailFrom will reject the user
before CommandByMail gets to it

   

2) Email from NON-RT Users and NON-LDAP Users gets sent back to the "from" 
address in a
never-ending loop.

I know how to turn off the loop, by temporarily turning off "TakeAction:" 
from the Plugin and
then bouncing RT.

The two questions I have are:
 

It isn't clear to me why notifying the From: in your environment
causes a loop

-kevin
   




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What order are your MailPlugins in?

Jeff

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[rt-users] testing email

[Ian Pellew]

New RT install 388 on FreeBSD8
I've got my RT web up un buzzin and `mail` works in and out of the BSD I am 
setup on.
I now need to simulate a real email service without an internet connection, to 
whip up interest in getting RT live or I am dead.
What does the list recommend to have in the Windows world to simulate RT 
working in a real world network.
I am actually running - Suns VirtualBox in XP/Vista hosting FreeBSD8 guest and 
all works fine.
Do the RT testers use some setup that would do this ?



  

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[rt-users] RT E-mail Issue

[JEEVAN P K]

Hi All,

I have successfully installed RT-3.8 in my office network . But when a user
generate a ticket mail is not receiving.The email server for my domain
resides on yahoo.How to configure RT to use that remote mail server which
requires authentication to send email?Is there any way to specify username
and password in RT_SiteConfig.pm for my smtp server.

I'm using ubuntu 9.04.But I think fetchmail is used to receive emails.but i
want to send email through an external mail server.(ie mail server outside
my network).we are using our mail server hosted in yahoo which doesn't
support relaying.

Regards,
Jeevan

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Re: [rt-users] Remove requestor's e-mail only from 1 queue

[Max McGrath]

That worked perfectly!

Thank you so much!!
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgr...@carthage.edu


On Thu, Apr 22, 2010 at 8:47 AM, Raed El-Hames  wrote:

> Max:
> *
> *
> Edit Create.html change
>
> 
> <& /Elements/EmailInput, Name => 'Requestors', Size => '40', Default =>
> $ARGS{Requestors} || $session{CurrentUser}->EmailAddress &>
> 
>
> to
>
> 
> % if ($QueueObj->Name eq 'Quick Ticket') {
>   <& /Elements/EmailInput, Name => 'Requestors', Size => '40', Default =>
> $ARGS{Requestors} &>
> % } else {
>   <& /Elements/EmailInput, Name => 'Requestors', Size => '40', Default =>
> $ARGS{Requestors} || $session{CurrentUser}->EmailAddress &>
> %}
> 
>
>
>
> Roy
>
>
> Max McGrath wrote:
>
>> Hi all -
>>
>> Running RT 3.8.7 on Ubuntu 9.04.
>>
>> We have a "Quick Ticket" queue.  This queue is only used when patrons walk
>> up or call the information desk.  So, what's happening is if I get a call
>> and have to create a ticket for someone else while I'm logged in, the
>> requestor e-mail is set to mine.  For this queue, it'd be best if that field
>> was just left blank.
>>
>> I've gone into the file system and found the Create.html page and where
>> this info would come from, but this is universal for all queues.  I DO NOT
>> want to get rid of this for any other queue just the Quick Ticket queue.
>>
>> Am I SOL?  --
>> Max McGrath
>> Asst. Network Admin/Systems Specialist
>> Carthage College
>> 262-552-5512
>> mmcgr...@carthage.edu 
>>
>

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Re: [rt-users] CommandByMail problem

[Kevin Falcone]

On Wed, Apr 21, 2010 at 01:39:04PM -0700, Kenneth Crocker wrote:
>1) Email from any RT User creates a ticket in a queue, EVEN when the right 
> "CreateTicket" has
>NOT been applied to that User/group/role/Sys group for that Queue. It 
> still gets in and
>becomes a ticket. I checked the rights on this VERY thoroughly.

You must have a misconfiguration, setting up a vanilla 3.8.7 with a
user who has no CreateTicket rights anywhere and injecting mail from
that user gets 
not ok - Ticket creation failed: No permission to create tickets in
the queue 'General'
as a result.  This is because Auth::MailFrom will reject the user
before CommandByMail gets to it

>2) Email from NON-RT Users and NON-LDAP Users gets sent back to the "from" 
> address in a
>never-ending loop.
> 
>I know how to turn off the loop, by temporarily turning off "TakeAction:" 
> from the Plugin and
>then bouncing RT.
> 
>The two questions I have are:

It isn't clear to me why notifying the From: in your environment
causes a loop

-kevin


pgpWKf9HNYRU8.pgp
Description: PGP signature

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Re: [rt-users] Remove requestor's e-mail only from 1 queue

[Raed El-Hames]

Max:
*
*
Edit Create.html change


<& /Elements/EmailInput, Name => 'Requestors', Size => '40', Default => 
$ARGS{Requestors} || $session{CurrentUser}->EmailAddress &>



to


% if ($QueueObj->Name eq 'Quick Ticket') {
   <& /Elements/EmailInput, Name => 'Requestors', Size => '40', Default 
=> $ARGS{Requestors} &>

% } else {
   <& /Elements/EmailInput, Name => 'Requestors', Size => '40', Default 
=> $ARGS{Requestors} || $session{CurrentUser}->EmailAddress &>

%}




Roy


Max McGrath wrote:

Hi all -

Running RT 3.8.7 on Ubuntu 9.04.

We have a "Quick Ticket" queue.  This queue is only used when patrons 
walk up or call the information desk.  So, what's happening is if I 
get a call and have to create a ticket for someone else while I'm 
logged in, the requestor e-mail is set to mine.  For this queue, it'd 
be best if that field was just left blank.


I've gone into the file system and found the Create.html page and 
where this info would come from, but this is universal for all queues. 
 I DO NOT want to get rid of this for any other queue just the Quick 
Ticket queue.


Am I SOL?  
--

Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgr...@carthage.edu 


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[rt-users] Remove requestor's e-mail only from 1 queue

[Max McGrath]

Hi all -

Running RT 3.8.7 on Ubuntu 9.04.

We have a "Quick Ticket" queue.  This queue is only used when patrons walk
up or call the information desk.  So, what's happening is if I get a call
and have to create a ticket for someone else while I'm logged in, the
requestor e-mail is set to mine.  For this queue, it'd be best if that field
was just left blank.

I've gone into the file system and found the Create.html page and where this
info would come from, but this is universal for all queues.  I DO NOT want
to get rid of this for any other queue just the Quick Ticket queue.

Am I SOL?
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgr...@carthage.edu

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[rt-users] Errors in scrips.

[H Manohar Rayker]

Hi,

 

How can I track errors in scrips?

 

Thanks

Manohar


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Re: [rt-users] RT E-mail Issue

[JEEVAN P K]

Hi,

Thanks for your quick response.I'm using ubuntu 9.04.But I think fetchmail
is used to receive emails.but i want to send email through an external mail
server.(ie mail server outside my network).we are using our mail server
hosted in yahoo which doesn't support relaying.

Regards,
Jeevan


On Thu, Apr 22, 2010 at 5:10 PM, Karl Burbage wrote:

>
> It can depend on your OS, but we use fetchmail.  Here's link for Debian
> Linux.
>
> http://www.howtoforge.com/debian_etch_fetchmail
>
> *Karl Burbage
> *
>
>
>  --
> *From:* rt-users-boun...@lists.bestpractical.com [mailto:
> rt-users-boun...@lists.bestpractical.com] *On Behalf Of *JEEVAN P K
> *Sent:* 22 April 2010 12:29
> *To:* rt-users@lists.bestpractical.com
> *Subject:* [rt-users] RT E-mail Issue
>
> Hi,
>
> I have successfully installed RT-3.8 in my office network . But when a user
> generate a ticket mail is not receiving.The email server for my domain
> resides on yahoo.How to configure RT to use that remote mail server which
> requires authentication to send email?Is there any way to specify username
> and password in RT_SiteConfig.pm for my smtp server.
>
> Regards,
> Jeevan
>
> 
> This message has been independently scanned for the Softel Group and
> cleared of containing viruses and other malicious data.
>
> Powering Television Beyond the Video (TM)
>
> 
> This message has been independently scanned for the Softel Group and
> cleared of containing viruses and other malicious data.
>
> Powering Television Beyond the Video (TM)
>

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[rt-users] Routing tickets by keyword in the subject

[Elena Foti]

Hi All,
I would make a Custom Defined scrip which If a specific word is present in
the subject, for example If in the subject is present (between other words)
the word "home" , then RT resend email and open a new Ticket in another
specified queue.

Please can you help me?
Very thanks
By
Marla

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[rt-users] RT E-mail Issue

[JEEVAN P K]

Hi,

I have successfully installed RT-3.8 in my office network . But when a user
generate a ticket mail is not receiving.The email server for my domain
resides on yahoo.How to configure RT to use that remote mail server which
requires authentication to send email?Is there any way to specify username
and password in RT_SiteConfig.pm for my smtp server.

Regards,
Jeevan

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[rt-users] Loggin in RT.

[H Manohar Rayker]

Hi,

 

How can I log every operations happening in background in RT? Right now I
get only the logs of the cleaned up sessions which I would be doing once a
month. Nothing more than that.

 

Also is there a way to have a persistant log file so that even if you
restart the web server the log file wont terminate in between . i.e, when I
refer the apache.error file I get the following entries.

 

 

[Wed Aug 19 17:56:03 2009] [info] [client 192.168.0.145] (32)Broken pipe:
client stopped connection before rwrite completed

[Wed Aug 19 17:56:03 2009] [debug] Apache.c(364): (32)Broken pipe: mod_perl:
rwrite returned -1 (fd=3, B_EOUT=8)\n

[Wed Aug 19 19:14:59 2009] [error] Log file '/opt/rt3/var/log/rt.log'
couldn't be written or created.\n RT can't run. at /opt/rt3/bin/../lib/RT.pm
line 318.\n

[Wed Aug 19 19:16:21 2009] [error] Log file '/opt/rt3/var/log/rt.log'
couldn't be written or created.\n RT can't run. at /opt/rt3/bin/../lib/RT.pm
line 318.\n

[Wed Aug 19 19:16:25 2009] [error] Log file '/opt/rt3/var/log/rt.log'
couldn't be written or created.\n RT can't run. at /opt/rt3/bin/../lib/RT.pm
line 318.\n

[Wed Aug 19 19:17:31 2009] [error] Log file '/opt/rt3/var/log/rt.log'
couldn't be written or created.\n RT can't run. at /opt/rt3/bin/../lib/RT.pm
line 318.\n

[Wed Aug 19 19:17:43 2009] [error] Log file '/opt/rt3/var/log/rt.log'
couldn't be written or created.\n RT can't run. at /opt/rt3/bin/../lib/RT.pm
line 318.\n

[Wed Aug 19 19:19:30 2009] [error] Log file '/opt/rt3/var/log/rt.log'
couldn't be written or created.\n RT can't run. at /opt/rt3/bin/../lib/RT.pm
line 318.\n

[Wed Aug 19 19:21:48 2009] [error] Log file '/opt/rt3/var/log/rt.log'
couldn't be written or created.\n RT can't run. at /opt/rt3/bin/../lib/RT.pm
line 318.\n

[Wed Aug 19 19:23:06 2009] [error] Log file '/opt/rt3/var/log/rt.log'
couldn't be written or created.\n RT can't run. at /opt/rt3/bin/../lib/RT.pm
line 318.\n

[Wed Aug 19 19:24:23 2009] [error] Log file '/opt/rt3/var/log/rt.log'
couldn't be written or created.\n RT can't run. at /opt/rt3/bin/../lib/RT.pm
line 318.\n

[Wed Aug 19 19:24:23 2009] [info] [client 192.168.0.145] (32)Broken pipe:
client stopped connection before rflush completed

 

After this I cleaned up the old sessions of RT and then RT logging starts
fine. Is there way to combine these events in RT log instead of apache.error
file?

 

Thanks

Manohar


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Re: [rt-users] Need to decode session data or session id information

[Jesse Vincent]

On Wed, Apr 21, 2010 at 10:53:28AM -0700, Dan O'Neill wrote:
> Hi,
> 
> We're using RT 3.8.4 and on several occasions RT is storing session
> data that is extremely large.  Here is a query from our system this
> morning.

Can you see if RT 3.8.8RC2 improves matters for you?
 
> rt3=# select lastupdated, length(a_session) from sessions where
> lastupdated >= '2010-04-21' order by  length(a_session) desc limit
> 3;
> lastupdated |  length
> +--
>  2010-04-21 13:29:15.175317 | 99067236
>  2010-04-21 06:17:13.315054 |   369098
>  2010-04-21 17:31:02.568494 |59882
> (3 rows)
> 
> Can someone provide me with a snippet of code that can decode and
> dump the session id or the a_session data block so that I can figure
> out who or what is causing this to occur?
> 
> Thanks,
> 
> Dan
> 
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Re: [rt-users] GPG issue on RHEL5 + RT 3.8.7

[Jeffrey Fearn]

Jeffrey Fearn wrote:
Hi, I'm testing the GPG stuff on RHEL5 + RT 3.8.7, mainly for signature 
verification, but I'm getting the following error:


Apr 22 16:53:01 rt-stage RT: logger for 'd...@exampls.com': gpg: error 
reading key: public key not found 
(/usr/lib/perl5/vendor_perl/5.8.8/RT/Crypt/GnuPG.pm:2077)


I added the "logger for 'd...@exampls.com':" string just to make sure 
the email was being set properly.


Just a note that the email address got munged hiding the real one used, 
it matches on the server :}


Cheers, Jeff.

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[rt-users] GPG issue on RHEL5 + RT 3.8.7

[Jeffrey Fearn]

Hi, I'm testing the GPG stuff on RHEL5 + RT 3.8.7, mainly for signature 
verification, but I'm getting the following error:


Apr 22 16:53:01 rt-stage RT: logger for 'd...@exampls.com': gpg: error 
reading key: public key not found 
(/usr/lib/perl5/vendor_perl/5.8.8/RT/Crypt/GnuPG.pm:2077)


I added the "logger for 'd...@exampls.com':" string just to make sure 
the email was being set properly.


RT_SiteConfig settings:

Set( %GnuPG,
Enable => 1,
OutgoingMessagesFormat => 'RFC', # Inline
AllowEncryptDataInDB   => 0,
RejectOnMissingPrivateKey => 1,
RejectOnBadData   => 1,
);

Set(%GnuPGOptions,
'no-permission-warning' => undef,
homedir => '/usr/share/rt3/gpg',
);

Set(@Plugins,(qw( RT::Interface::Email::Auth::MailFrom 
RT::Interface::Email::Auth::GnuPG )));


I don't get any other errors from GnuPG, so I'm pretty sure it's all 
configured properly.


I find a public key if I run gpg on the command line:

gpg --no-permission-warning --homedir=/usr/share/rt3/gpg 
--list-public-keys d...@example.com

pub   1024D/684EFF04 2010-01-18
uid  Dude 
sub   2048g/FFE5A290 2010-01-18

Any help, much appreciated.

Here is the module list installed.

Perl v5.8.8 under linux
  Apache2::CmdParms v2.04;
  Apache2::Const v2.04;
  Apache2::Directive v2.04;
  Apache2::Log v2.04;
  Apache2::PerlSections v2.00;
  Apache2::RequestIO v2.04;
  Apache2::RequestRec v2.04;
  Apache2::RequestUtil v2.04;
  Apache2::Response v2.04;
  Apache2::ServerRec v2.04;
  Apache2::ServerUtil v2.04;
  Apache2::Status v4.00;
  Apache::DB v0.14;
  Apache::DProf v0.08;
  Apache::Session v1.86;
  Apache::Session::Generate::MD5 v2.1;
  Apache::Session::Lock::MySQL v1.01;
  Apache::Session::MySQL v1.01;
  Apache::Session::Serialize::Storable v1.01;
  Apache::Session::Store::DBI v1.02;
  Apache::Session::Store::MySQL v1.04;
  APR v0.009000;
  APR::Pool v0.009000;
  APR::Table v0.009000;
  AutoLoader v5.60;
  base v2.07;
  bytes v1.02;
  Cache::Simple::TimedExpiry v0.27;
  Carp v1.04;
  CGI v3.15;
  CGI::Cookie v1.26;
  CGI::Util v1.5;
  Class::Accessor v0.31;
  Class::Accessor::Fast v0.31;
  Class::Container v0.12;
  Class::Data::Inheritable v0.08;
  Class::Inspector v1.21_01;
  Class::ISA v0.33;
  Class::MethodMaker v2.08;
  Class::MethodMaker::Engine v2.08;
  Class::ReturnValue v0.55;
  Class::Struct v0.63;
  Clone v0.27;
  constant v1.05;
  Cwd v3.12;
  Data::Dumper v2.121_08;
  Date::Format v2.22;
  Date::Parse v2.27;
  DateTime v0.4304;
  DateTime::Locale v0.41;
  DateTime::TimeZone v0.7904;
  DateTime::TimeZone::Floating v0.01;
  DateTime::TimeZone::Local v0.01;
  DateTime::TimeZone::OffsetOnly v0.02;
  DateTime::TimeZone::UTC v0.01;
  DBD::mysql v4.008;
  DBI v1.52;
  DBIx::SearchBuilder v1.56;
  DBIx::SearchBuilder::Union v0;
  DBIx::SearchBuilder::Unique v0.01;
  Devel::StackTrace v1.22;
  Devel::StackTraceFrame v1.22;
  Digest::base v1.00;
  Digest::MD5 v2.36;
  DynaLoader v1.05;
  Email::Address v1.889;
  Encode v2.37;
  Encode::Alias v2.12;
  Encode::Config v2.05;
  Encode::Encoding v2.05;
  English v1.02;
  Errno v1.0901;
  Exception::Class v1.26;
  Exception::Class::Base v1.2;
  Exporter v5.58;
  Exporter::Heavy v5.58;
  Fatal v1.03;
  Fcntl v1.05;
  File::Basename v2.74;
  File::Glob v1.05;
  File::Path v1.08;
  File::ShareDir v1.00;
  File::Spec v3.12;
  File::Spec::Unix v1.5;
  File::Temp v0.22;
  FileHandle v2.01;
  GD v2.41;
  GD::Image v2.27;
  GnuPG::Interface v0.33;
  GraphViz v2.03;
  HTML::Element v3.23;
  HTML::Entities v1.35;
  HTML::Formatter v2.04;
  HTML::FormatText v2.04;
  HTML::Mason v1.40;
  HTML::Mason::ApacheHandler v1.69;
  HTML::Mason::Exception v1.1;
  HTML::Mason::Exception::Abort v1.1;
  HTML::Mason::Exception::Compilation v1.1;
  HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1;
  HTML::Mason::Exception::Compiler v1.1;
  HTML::Mason::Exception::Decline v1.1;
  HTML::Mason::Exception::Params v1.1;
  HTML::Mason::Exception::Syntax v1.1;
  HTML::Mason::Exception::System v1.1;
  HTML::Mason::Exception::TopLevelNotFound v1.1;
  HTML::Mason::Exception::VirtualMethod v1.1;
  HTML::Mason::Exceptions v1.43;
  HTML::Parser v3.55;
  HTML::Scrubber v0.08;
  HTML::Tagset v3.10;
  HTML::TreeBuilder v3.23;
  I18N::LangTags v0.35;
  I18N::LangTags::Detect v1.03;
  integer v1.00;
  IO v1.22;
  IO::File v1.13;
  IO::Handle v1.25;
  IO::InnerFile v2.110;
  IO::Lines v2.110;
  IO::ScalarArray v2.110;
  IO::Seekable v1.1;
  IO::WrapTie v2.110;
  IPC::Open2 v1.02;
  IPC::Open3 v1.02;
  IPC::Run v0.80;
  List::MoreUtils v0.22;
  List::Util v1.21;
  Locale::Maketext v1.09;
  Locale::Maketext::Fuzzy v0.10;
  Locale::Maketext::Lexicon v0.62;
  Locale::Maketext::Lexicon::Gettext v0.15;
  Log::Dispatch v2.20;
  Log::Dispatch::Base v1.09;
  Log::Dispatch::File v1.22;
  Log::Dispatch::Output v1.26;
  Log::Dispatch::Screen v1.17;
  Log::Dispatch::Syslog v1.18;
  Mail::Address v2.04;
  Mail::Field v2.04;
  Mail::Field::AddrList v2.04;
  Mail::F