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Re: [rt-users] Autoreply to requestor not working
On 23.08.2010 21:43, Kevin Falcone wrote:
>
> This implies that RT isn't seeing Requestors for that ticket.
> You may want to show a sample of the email being injected into RT
> and look at the user record for the user assigned as a Requestor for
> the ticket. You're also using a custom Autoreply template, and we
> don't know what you've changed there.
>
I solved the problem by taking up your idea of dumping the raw mails and
by remembering I had this problem before.
The mail is delivered using a forwarding (i...@mydomain goes to
infomydom...@rt-host.mydomain and from there is piped into the
mailgate). It seems that when sending the ticket directly to
infomydom...@rt-host.mydomain, the autoreply is triggered. When sending
it to i...@mydomain, it's not.
So i checked the mail contents. There is a valid From: header pointing
to the requestor. The To: header points to the ticket system address. So
it looks good to me, seeing that the From: header is (as far as
rt--mailgate doc is concerned) is relevant for user authentication.
The only difference between the working and the not working mail is that
there is an empty Return-Path header in the broken one. And now it
dawned to me.
In lib/RT/Interface/Email.pm, RT checks for Return-Path =~ /<>/ to
determine a bounce. I had patched this to make our old installation work
("return(0)"), but naturally forgot about the patch.
Now, basically everything works again, but I have 2 questions:
1. does effectively disabling the routine CheckForBounce actually break
something? In over 98000 tickets, I have not experienced a problem with
double bounces or the likes.
2. Why does qmail forward a mail with an empty Return-path? But that's
probably a whole other cup of tea.
Regards,
--ck
RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Need to read a ticket content
On Mon, Aug 23, 2010 at 03:27:05PM +0200, marco.deso...@billag.com wrote: > i need to read the ticket content in my script. > > If i have a ticket, is there a way to read the content, > an put it into a var? > > my $ticketContent = $self->TicketObj-> ...some code to get the content... The "content" is a rather vague term in fact. The process of gathering full history of a ticket is described in http://wiki.bestpractical.com/view/AddTicketHistoryToMail RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Requiring CF to be defined on resolve
> In Ticket/Update.html, you should look at code that call > /Elements/ValidateCustomFields and do something like this. (i.e. set > check_failure=1; Looked at this for a couple more hours this afternoon and decided to abandon the ScripAction approach and try to accomplish this via callback instead. Unfortunately, the checks_failure variable is not exposed to any of the callbacks in Update.html like it is in Create.html. That appears to make it very difficult to cause a ticket update to fail from a callback. Is overlaying the entire Update.html file the only way to accomplish this? Was trying to avoid that and the resulting headaches with future upgrades if possible. Any ideas? Thanks, Fran RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] User could not be loaded
Here's the log from when an external email address sends in a ticket via email (in this case x...@gmail.com). I have the granted the Everyone group CreateTicket both globally and at the queue level: [Mon Aug 23 20:33:39 2010] [debug]: Converting 'ISO-8859-1' to 'utf-8' for text/plain - Test (/opt/rt3/bin/../lib/RT/I18N.pm:249) [Mon Aug 23 20:33:39 2010] [debug]: Going to create user with address 'x...@gmail.com' (/opt/rt3/bin/../lib/RT/Interface/Email/Auth/MailFrom.pm:94) [Mon Aug 23 20:33:39 2010] [debug]: RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::User /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm 20 with: Comments: Autocreated on ticket submission, Disabled: 0, EmailAddress: x...@gmail.com, Name: x...@gmail.com, Password: , Privileged: 0, RealName: Steve Berg (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:450) [Mon Aug 23 20:33:39 2010] [debug]: Attempting to get user info using this external service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:458) [Mon Aug 23 20:33:39 2010] [debug]: Attempting to use this canonicalization key: Name (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472) [Mon Aug 23 20:33:39 2010] [debug]: LDAP Search === Base: ou=xxx,dc=xxx,dc=local == Filter: (&(objectclass=user)(samaccountname=...@gmail.com)) == Attrs: l,cn,st,mail,sAMAccountName,co,streetAddress,postalCode,telephoneNumber,sAMAccountName,physicalDeliveryOfficeName,sAMAccountName (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:195) [Mon Aug 23 20:33:39 2010] [debug]: Attempting to use this canonicalization key: EmailAddress (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472) [Mon Aug 23 20:33:39 2010] [debug]: LDAP Search === Base: ou=xxx,dc=xxx,dc=local == Filter: (&(objectclass=user)(mail=...@gmail.com)) == Attrs: l,cn,st,mail,sAMAccountName,co,streetAddress,postalCode,telephoneNumber,sAMAccountName,physicalDeliveryOfficeName,sAMAccountName (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:195) [Mon Aug 23 20:33:39 2010] [debug]: Attempting to use this canonicalization key: RealName (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472) [Mon Aug 23 20:33:40 2010] [debug]: LDAP Search === Base: ou=xxx,dc=xxx,dc=local == Filter: (&(objectclass=user)(cn=Steve Berg)) == Attrs: l,cn,st,mail,sAMAccountName,co,streetAddress,postalCode,telephoneNumber,sAMAccountName,physicalDeliveryOfficeName,sAMAccountName (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:195) [Mon Aug 23 20:33:40 2010] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: , City: Warana, Comments: Autocreated on ticket submission, Country: Australia, Disabled: 0, EmailAddress: xxx@xxx.com.au, ExternalAuthId: xxx.xxx, Gecos: xxx.xxx, Name: xxx.xxx, Organization: Warana, Password: , Privileged: 0, RealName: Steve Berg, State: Qld, WorkPhone: 07 5343 3326, Zip: 4575 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536) [Mon Aug 23 20:33:40 2010] [crit]: User creation failed in mailgateway: Name in use (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244) [Mon Aug 23 20:33:40 2010] [warning]: Couldn't load user 'x...@gmail.com'.giving up (/opt/rt3/bin/../lib/RT/Interface/Email.pm:947) [Mon Aug 23 20:33:40 2010] [crit]: User 'x...@gmail.com' could not be loaded in the mail gateway (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244) [Mon Aug 23 20:33:40 2010] [error]: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (x...@gmail.com). You might need to grant 'Everyone' the right 'CreateTicket' for the queue IT_Support. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244) [Mon Aug 23 20:33:40 2010] [error]: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244) [Mon Aug 23 20:33:40 2010] [error]: Could not record email: Could not load a valid user (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75) On 24 August 2010 05:43, Kevin Falcone wrote: > On Mon, Aug 23, 2010 at 12:27:58PM +1000, Steve Berg wrote: >> Hi all, >> >> I have RT set up and am using RT::Authen::ExternalAuth to authenticate >> users against LDAP which is working great. We now have an external >> company we are working with and they don't have LDAP accounts and >> when they send an email in to the RT system they receive a bounce that >> says: >> >> "User x...@xxx.com could not be loaded in the mail gateway" > > There is usually a more detailed error in the logs and sent to the > OwnerEmail > > -kevin > >> My RT_SiteConfig.pm looks like: >> >> # Any configuration directives you include here will override >> # RT's default configuration file, RT_Config.pm >> # >> # To include a direct
[rt-users] Page not found error
I cannot access any page except the login page in RT. The following errors show up in the error.log file [error] File does not exist: /var/www/images, referer: http://XX.XX.XX.XXX/osticket/scp/tickets.php?status=answered [error] File does not exist: /var/www/favicon.ico -- RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] User could not be loaded
On Mon, Aug 23, 2010 at 12:27:58PM +1000, Steve Berg wrote:
> Hi all,
>
> I have RT set up and am using RT::Authen::ExternalAuth to authenticate
> users against LDAP which is working great. We now have an external
> company we are working with and they don't have LDAP accounts and
> when they send an email in to the RT system they receive a bounce that
> says:
>
> "User x...@xxx.com could not be loaded in the mail gateway"
There is usually a more detailed error in the logs and sent to the
OwnerEmail
-kevin
> My RT_SiteConfig.pm looks like:
>
> # Any configuration directives you include here will override
> # RT's default configuration file, RT_Config.pm
> #
> # To include a directive here, just copy the equivalent statement
> # from RT_Config.pm and change the value. We've included a single
> # sample value below.
> #
> # This file is actually a perl module, so you can include valid
> # perl code, as well.
> #
> # The converse is also true, if this file isn't valid perl, you're
> # going to run into trouble. To check your SiteConfig file, use
> # this comamnd:
> #
> # perl -c /path/to/your/etc/RT_SiteConfig.pm
>
> Set( $rtname, 'x');
> Set(@Plugins, qw(RT::Authen::ExternalAuth) );
> Set($LogToFile , 'debug');
>
> Set($ExternalAuthPriority, ['My_LDAP']);
> Set($ExternalInfoPriority, ['My_LDAP']);
> Set($ExternalServiceUsesSSLorTLS,1);
> Set($AutoCreateNonExternalUsers,1);
>
> Set($ExternalSettings, {
> 'My_LDAP' => { ## GENERIC SECTION
> 'type' => 'ldap',
> 'server'=> 'x',
> 'user' => 'x',
> 'pass' => 'x',
> 'base' => 'x',
> 'filter'=> '(objectclass=user)',
> 'd_filter' =>
> '(userAccountControl:1.2.840.113556.1.4.803:=2)',
> 'tls' => 0,
> 'ssl_version' => 3,
> 'net_ldap_args' => [version => 3 ],
> #'group' => 'GROUP_NAME',
> #'group_attr'=> 'GROUP_ATTR',
> 'attr_match_list' => ['Name',
> 'EmailAddress',
> 'RealName',
> 'WorkPhone',
> 'Address2'
> ],
> 'attr_map' => { 'Name' => 'sAMAccountName',
> 'EmailAddress' => 'mail',
> 'Organization' =>
> 'physicalDeliveryOfficeName',
> 'RealName' => 'cn',
> 'ExternalAuthId' =>
> 'sAMAccountName',
> 'Gecos' => 'sAMAccountName',
> 'WorkPhone' =>
> 'telephoneNumber',
> 'Address1' => 'streetAddress',
> 'City' => 'l',
> 'State' => 'st',
> 'Zip' => 'postalCode',
> 'Country' => 'co'
>}
> },
>
> }
> );
>
> 1;
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
pgpR5E3zFODi7.pgp
Description: PGP signature
RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Autoreply to requestor not working
On Mon, Aug 23, 2010 at 05:36:02PM +0200, Christopher Kunz wrote: > Hi, > > Our RT 3.8.8 installation does not send autoreplies to requestors if the > ticket is opened via E-Mail. If it is opened via the web interface, the > autoreply is sent. The debug log shows the following behavior: > > [Mon Aug 23 15:05:24 2010] [debug]: Working on mailfield To; recipients > are (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:651) This implies that RT isn't seeing Requestors for that ticket. You may want to show a sample of the email being injected into RT and look at the user record for the user assigned as a Requestor for the ticket. You're also using a custom Autoreply template, and we don't know what you've changed there. -kevin pgpWyoy3BErP7.pgp Description: PGP signature RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Nagios and RT Integration
On Mon, Aug 23, 2010 at 04:50:04PM +0200, ingo.it...@ages.de wrote:
>Hello,
>
>i tryed to implement the Hack from Evan into the C Source of then Nagios
> cmd.c File described
>in the Thread http://www.gossamer-threads.com/lists/rt/users/45186#45186
Have you seen
http://search.cpan.org/~sunnavy/RT-Extension-Nagios-0.02/
It may be easier to try if you don't have C knowledge.
-kevin
>I have only a little knowledge of C , so i became a compiler Error.
>
>gcc -g -O2 -DHAVE_CONFIG_H -DNSCGI -o cmd.cgi cmd.c extcmd_list.o
> getcgi.o cgiutils.o
>cgiauth.o macros-cgi.o skiplist.o objects-cgi.o xobjects-cgi.o
> statusdata-cgi.o
>xstatusdata-cgi.o comments-cgi.o downtime-cgi.o
>cmd.c: In function `make_ticket':
>cmd.c:325: error: lvalue required as left operand of assignment
>cmd.c:329: warning: passing argument 1 of `fgets' from incompatible
> pointer type
>cmd.c:330: warning: passing argument 1 of `sprintf' from incompatible
> pointer type
>cmd.c: In function `request_command_data':
>cmd.c:1031: warning: passing argument 1 of `sprintf' from incompatible
> pointer type
>cmd.c:1032: warning: passing argument 1 of `sprintf' from incompatible
> pointer type
>cmd.c:1033: warning: passing argument 2 of `make_ticket' from incompatible
> pointer type
>cmd.c:1033: warning: passing argument 3 of `make_ticket' from incompatible
> pointer type
>cmd.c:1033: warning: passing argument 4 of `make_ticket' from incompatible
> pointer type
>cmd.c:1035: warning: passing argument 1 of `strtok' from incompatible
> pointer type
>cmd.c:1035: error: lvalue required as left operand of assignment
>cmd.c:1036: error: lvalue required as left operand of assignment
>cmd.c:1037: error: lvalue required as left operand of assignment
>cmd.c:1038: warning: passing argument 1 of `sprintf' from incompatible
> pointer type
>cmd.c:1039: warning: passing argument 1 of `sprintf' from incompatible
> pointer type
>cmd.c:1040: warning: passing argument 1 of `snprintf' from incompatible
> pointer type
>cmd.c:1044: warning: passing argument 1 of `snprintf' from incompatible
> pointer type
>
>Have anyone a correct cmd.c file for me, or have any suggestions ?
>
>Following Lines are added to the cmd.c file :
>
> 104 int subject(char *);
> 105 int rt_comment(char *);
> 106 int temp_rt_ticket_num(char *);
> 107 int temp_rt_comment(char *);
> 108 int nagios_rt_comment(char *);
> 109 int temp_rt_ticket_num(char *);
> 110 int command_buffer(char *);
> 111 int current_time(char *);
> 112 int ticket_result(char *);
> 113 int result(char *);
>
> 311 int make_ticket(char * username, char * subject, char * rt_comment,
> char * ticket_result)
> 312
> 313 {
> 314 char rt_command[300];
> 315 char owner[100];
> 316 FILE * temp_pipe;
> 317 char requestor[40];
> 318 sprintf (requestor, "%s [at] mycompany", owner);
> 319 sprintf (rt_command,"/opt/rt3/bin/rt create -t ticket set status=new
> subject='%s'
>owner='%s' queue='Alarms' requestors='%s' adm
> incc='supervisor [at] mycompany' priority='99'",
> subject,owner,requestor);
> 320
> 321 /* Create the ticket */
> 322 temp_pipe = popen(rt_command,"r");
> 323 if (!temp_pipe)
> 324 {
> 325 result = "Failed to create Ticket";
> 326 }
> 327 else
> 328 {
> 329 fgets(result, 300, temp_pipe);
> 330 sprintf (result, "%s", result);
> 331 }
> 332 }
>
>1027
>1028 if (do_make_ticket)
>1029 {
>1030 /* create a ticket in request tracker */
>1031 sprintf (subject, "Alarm for %s", host_name);
>1032 sprintf (rt_comment, "%s", comment_data);
>1033 make_ticket (current_authdata.username,subject,rt_comment,
> ticket_result);
>1034 printf ("%s\n",ticket_result);
>1035 temp_rt_ticket_num = strtok (ticket_result," ");
>1036 temp_rt_ticket_num = strtok (NULL," ");
>1037 temp_rt_ticket_num = strtok (NULL," ");
>1038 sprintf (temp_rt_comment," Ticket #%s acknowledged by %s",
>temp_rt_ticket_num,current_authdata.username);
>1039 sprintf (nagios_rt_comment, "%s %s", comment_data,temp_rt_comment);
>1040
>
> snprintf(command_buffer,sizeof(command_buffer)-1,"[%lu]ACKNOWLEDGE_HOST_PROBLEM;%s;%d;%d;%d;%s;%s\n",current_time,host_name,(st
>
>
> icky_ack==TRUE)?ACKNOWLEDGEMENT_STICKY:ACKNOWLEDGEMENT_NORMAL,(send_notification==TRUE)?1:0,(persistent_comment==TRUE)?1:0,comm
> ent_author,nagios_rt_comment);
>1041 }
>1042 else
>1043 {
>1044
>
> snprintf(command_buffer,sizeof(command_buffer)-1,"[%lu]ACKNOWLEDGE_HOST_PROBLEM;%s;%d;%d;%d;%s;%s\n",current_time,host_name,(st
>
>
> icky_ack==TRUE)?ACKNOWLEDGEMENT_STICKY:ACKNOWLEDGEMENT_NORMAL,(send_notification==TRUE)?1:0,(persistent_comment==TRUE)?1:0,comm
> ent_author,comment_data);
>1045 }
>1046 break;
>1047
>
>Thank you
Re: [rt-users] Putting things into $rt/local/html
On Mon, Aug 23, 2010 at 06:30:58PM +0200, Emmanuel Lacour wrote: > On Mon, Aug 23, 2010 at 08:25:03AM -0800, Jason Maderios wrote: > >Does anyone know what is needed to be done to put pdf or other file types > >into local/html directories and be able to surf to them? Right now > >placing anything other than an html file results in: > > > > > > '<%' without matching '%>' at /opt/rt3/local/html/CustLtr/4183_ltr.pdf > > line 335 > > > > The only way is to add an Alias in apache to avoid interpretation by > perl/mason. > > See > http://issues.bestpractical.com/Ticket/Display.html?id=15061&user=guest&pass=guest Or to write a dhandler, as discussed in that ticket. The specific unfixable path is NoAuth/images/ and it seems Jason wants to use /CustLtr/. He can just put a dhandler there and be fine. -kevin pgpwxcJgdlTab.pgp Description: PGP signature RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Initial Login problem: Wrong User Name and Password
On Mon, Aug 23, 2010 at 12:15:55PM -0500, Ashrafuddin Mohammed wrote: > I have successfully installed RT and it brings me up the log in page. > But i'm unable to log in initially after the login page shows up. The default user/password is step 9 of the README file that accompanies RT. -kevin > One more weird thing is that the Image of Best Practical doesnot > show up on the website. Does it has to do anything with the file > permissions or denied access to any files. > > I used username : rt_user, password : pass in RT_SiteConfig.pm file. > So tried to log in with the same credentials. > > I checked error.log file but it shows only the same error. Access > denied to DBI. > > In RT_SiteConfig.pm, Do we have to mention LDAP CN=(user) > =>UserName?, CN = (Username again!), DC=example (LDAP specific), > DC=com connections properly. > > Any help would be greatly appreciated. > > Thank you. > -- > Ashrafuddin Mohammed > System Administrator > Midcontinent Financial Center, Inc. > toll free: 866-590-4562 x345 > local 573-443-6002 x345 > fax 888-249-3529 > email a...@americanmutualloans.com > > > CONFIDENTIALITY NOTICE: This e-mail and any attachments may contain > confidential information that is legally privileged. The information > is solely for the use of the intended recipient(s). Any disclosure, > copying, distribution, or other use of this information is strictly > prohibited. If you have received this e-mail in error, please notify > the sender by return e-mail and delete this message. > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! pgperuWoUohOX.pgp Description: PGP signature RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Initial Login problem: Wrong User Name and Password
I have successfully installed RT and it brings me up the log in page. But i'm unable to log in initially after the login page shows up. One more weird thing is that the Image of Best Practical doesnot show up on the website. Does it has to do anything with the file permissions or denied access to any files. I used username : rt_user, password : pass in RT_SiteConfig.pm file. So tried to log in with the same credentials. I checked error.log file but it shows only the same error. Access denied to DBI. In RT_SiteConfig.pm, Do we have to mention LDAP CN=(user) =>UserName?, CN = (Username again!), DC=example (LDAP specific), DC=com connections properly. Any help would be greatly appreciated. Thank you. -- Ashrafuddin Mohammed System Administrator Midcontinent Financial Center, Inc. toll free: 866-590-4562 x345 local 573-443-6002 x345 fax 888-249-3529 email a...@americanmutualloans.com CONFIDENTIALITY NOTICE: This e-mail and any attachments may contain confidential information that is legally privileged. The information is solely for the use of the intended recipient(s). Any disclosure, copying, distribution, or other use of this information is strictly prohibited. If you have received this e-mail in error, please notify the sender by return e-mail and delete this message. RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Requiring CF to be defined on resolve
> In Ticket/Update.html, you should look at code that call > /Elements/ValidateCustomFields and do something like this. (i.e. set > check_failure=1; and add you're message to @results (which will be > displayed to user using /Elements/ListActions like every > information/error messages in RT)). Great, thanks, that looks very helpful. Can you access @results from a ScripAction? I've read elsewhere that it's not possible. Can you access the $m HTML::Mason request or HTML::Mason components from a ScripAction? Thanks, Fran RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Putting things into $rt/local/html
On Mon, Aug 23, 2010 at 08:25:03AM -0800, Jason Maderios wrote: >Does anyone know what is needed to be done to put pdf or other file types >into local/html directories and be able to surf to them? Right now >placing anything other than an html file results in: > > > '<%' without matching '%>' at /opt/rt3/local/html/CustLtr/4183_ltr.pdf line > 335 > The only way is to add an Alias in apache to avoid interpretation by perl/mason. See http://issues.bestpractical.com/Ticket/Display.html?id=15061&user=guest&pass=guest RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Putting things into $rt/local/html
Does anyone know what is needed to be done to put pdf or other file types into local/html directories and be able to surf to them? Right now placing anything other than an html file results in: '<%' without matching '%>' at /opt/rt3/local/html/CustLtr/4183_ltr.pdf line 335 When you try to navigate to it. Regards, Jason Maderios RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Autoreply to requestor not working
Hi, Our RT 3.8.8 installation does not send autoreplies to requestors if the ticket is opened via E-Mail. If it is opened via the web interface, the autoreply is sent. The debug log shows the following behavior: (Only the autoreply part contained) [Mon Aug 23 15:05:21 2010] [debug]: Converting 'ISO-8859-15' to 'utf-8' for text/plain - hfg (/usr/local/rt/bin/../lib/RT/I18N.pm:249) [Mon Aug 23 15:05:21 2010] [debug]: Mail from user #347309 (k...@requestor-domain.com) (/usr/local/rt/bin/../lib/RT/Interface/Email/Auth/MailFrom.pm:75) [Mon Aug 23 15:05:22 2010] [debug]: About to think about scrips for transaction #714762 (/usr/local/rt/bin/../lib/RT/Transaction_Overlay.pm:163) [Mon Aug 23 15:05:22 2010] [debug]: About to think about scrips for transaction #714763 (/usr/local/rt/bin/../lib/RT/Transaction_Overlay.pm:163) [Mon Aug 23 15:05:22 2010] [debug]: About to think about scrips for transaction #714764 (/usr/local/rt/bin/../lib/RT/Transaction_Overlay.pm:163) [Mon Aug 23 15:05:22 2010] [debug]: About to think about scrips for transaction #714765 (/usr/local/rt/bin/../lib/RT/Transaction_Overlay.pm:163) [Mon Aug 23 15:05:22 2010] [debug]: About to think about scrips for transaction #714766 (/usr/local/rt/bin/../lib/RT/Transaction_Overlay.pm:163) [Mon Aug 23 15:05:22 2010] [debug]: About to prepare scrips for transaction #714766 (/usr/local/rt/bin/../lib/RT/Transaction_Overlay.pm:167) [Mon Aug 23 15:05:22 2010] [debug]: Found 3 scrips for TransactionCreate stage with applicable type(s) Create (/usr/local/rt/bin/../lib/RT/Scrips_Overlay.pm:370) [Mon Aug 23 15:05:24 2010] [debug]: About to commit scrips for transaction #714766 (/usr/local/rt/bin/../lib/RT/Transaction_Overlay.pm:187) [Mon Aug 23 15:05:24 2010] [debug]: Committing scrip #68 on txn #714766 of ticket #99050 (/usr/local/rt/bin/../lib/RT/Scrips_Overlay.pm:190) [Mon Aug 23 15:05:24 2010] [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x911cc68), id 714766 (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:635) [Mon Aug 23 15:05:24 2010] [debug]: Working on mailfield To; recipients are (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:651) [Mon Aug 23 15:05:24 2010] [debug]: Subject: [Filoo GmbH #99050] Ihre Anfrage hfg From: "Christopher Kunz via RT" Reply-To: i...@our-2nd-domain.com In-Reply-To: <4c728e2c.2080...@requestor-domain.com> References: <4c728e2c.2080...@requestor-domain.com> Message-ID: Precedence: bulk X-RT-Loop-Prevention: Filoo GmbH RT-Ticket: Filoo GmbH #99050 Managed-by: RT 3.8.8 (http://www.bestpractical.com/rt/) RT-Originator: k...@requestor-domain.com MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:658) [Mon Aug 23 15:05:24 2010] [debug]: Removing deferred recipients from To: line (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:681) [Mon Aug 23 15:05:24 2010] [debug]: Setting deferred recipients for attribute creation (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:690) [Mon Aug 23 15:05:24 2010] [debug]: Working on mailfield Cc; recipients are (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:651) [Mon Aug 23 15:05:24 2010] [debug]: Subject: [Filoo GmbH #99050] Ihre Anfrage hfg From: "Christopher Kunz via RT" Reply-To: i...@our-2nd-domain.com In-Reply-To: <4c728e2c.2080...@requestor-domain.com> References: <4c728e2c.2080...@requestor-domain.com> Message-ID: Precedence: bulk X-RT-Loop-Prevention: Filoo GmbH RT-Ticket: Filoo GmbH #99050 Managed-by: RT 3.8.8 (http://www.bestpractical.com/rt/) RT-Originator: k...@requestor-domain.com MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:658) [Mon Aug 23 15:05:24 2010] [debug]: Removing deferred recipients from Cc: line (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:681) [Mon Aug 23 15:05:24 2010] [debug]: Setting deferred recipients for attribute creation (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:690) [Mon Aug 23 15:05:24 2010] [debug]: Working on mailfield Bcc; recipients are (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:651) [Mon Aug 23 15:05:24 2010] [debug]: Subject: [Filoo GmbH #99050] Ihre Anfrage hfg From: "Christopher Kunz via RT" Reply-To: i...@our-2nd-domain.com In-Reply-To: <4c728e2c.2080...@requestor-domain.com> References: <4c728e2c.2080...@requestor-domain.com> Message-ID: Precedence: bulk X-RT-Loop-Prevention: Filoo GmbH RT-Ticket: Filoo GmbH #99050 Managed-by: RT 3.8.8 (http://www.bestpractical.com/rt/) RT-Originator: k...@requestor-domain.com MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:658) [Mon Aug 23 15:05:24 2010] [debug]: Removing deferred recipients from Bcc: line (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:681) [Mon Aug 23 15:05:24 2010] [debug]: S
[rt-users] Nagios and RT Integration
Hello,
i tryed to implement the Hack from Evan into the C Source of then Nagios
cmd.c File described in the Thread
http://www.gossamer-threads.com/lists/rt/users/45186#45186
I have only a little knowledge of C , so i became a compiler Error.
gcc -g -O2 -DHAVE_CONFIG_H -DNSCGI -o cmd.cgi cmd.c extcmd_list.o
getcgi.o cgiutils.o cgiauth.o macros-cgi.o skiplist.o objects-cgi.o
xobjects-cgi.o statusdata-cgi.o xstatusdata-cgi.o comments-cgi.o
downtime-cgi.o
cmd.c: In function ?make_ticket?:
cmd.c:325: error: lvalue required as left operand of assignment
cmd.c:329: warning: passing argument 1 of ?fgets? from incompatible
pointer type
cmd.c:330: warning: passing argument 1 of ?sprintf? from incompatible
pointer type
cmd.c: In function ?request_command_data?:
cmd.c:1031: warning: passing argument 1 of ?sprintf? from incompatible
pointer type
cmd.c:1032: warning: passing argument 1 of ?sprintf? from incompatible
pointer type
cmd.c:1033: warning: passing argument 2 of ?make_ticket? from incompatible
pointer type
cmd.c:1033: warning: passing argument 3 of ?make_ticket? from incompatible
pointer type
cmd.c:1033: warning: passing argument 4 of ?make_ticket? from incompatible
pointer type
cmd.c:1035: warning: passing argument 1 of ?strtok? from incompatible
pointer type
cmd.c:1035: error: lvalue required as left operand of assignment
cmd.c:1036: error: lvalue required as left operand of assignment
cmd.c:1037: error: lvalue required as left operand of assignment
cmd.c:1038: warning: passing argument 1 of ?sprintf? from incompatible
pointer type
cmd.c:1039: warning: passing argument 1 of ?sprintf? from incompatible
pointer type
cmd.c:1040: warning: passing argument 1 of ?snprintf? from incompatible
pointer type
cmd.c:1044: warning: passing argument 1 of ?snprintf? from incompatible
pointer type
Have anyone a correct cmd.c file for me, or have any suggestions ?
Following Lines are added to the cmd.c file :
104 int subject(char *);
105 int rt_comment(char *);
106 int temp_rt_ticket_num(char *);
107 int temp_rt_comment(char *);
108 int nagios_rt_comment(char *);
109 int temp_rt_ticket_num(char *);
110 int command_buffer(char *);
111 int current_time(char *);
112 int ticket_result(char *);
113 int result(char *);
311 int make_ticket(char * username, char * subject, char * rt_comment,
char * ticket_result)
312
313 {
314 char rt_command[300];
315 char owner[100];
316 FILE * temp_pipe;
317 char requestor[40];
318 sprintf (requestor, "%s [at] mycompany", owner);
319 sprintf (rt_command,"/opt/rt3/bin/rt create -t ticket set status=new
subject='%s' owner='%s' queue='Alarms' requestors='%s' adm
incc='supervisor [at] mycompany' priority='99'",
subject,owner,requestor);
320
321 /* Create the ticket */
322 temp_pipe = popen(rt_command,"r");
323 if (!temp_pipe)
324 {
325 result = "Failed to create Ticket";
326 }
327 else
328 {
329 fgets(result, 300, temp_pipe);
330 sprintf (result, "%s", result);
331 }
332 }
1027
1028 if (do_make_ticket)
1029 {
1030 /* create a ticket in request tracker */
1031 sprintf (subject, "Alarm for %s", host_name);
1032 sprintf (rt_comment, "%s", comment_data);
1033 make_ticket (current_authdata.username,subject,rt_comment,
ticket_result);
1034 printf ("%s\n",ticket_result);
1035 temp_rt_ticket_num = strtok (ticket_result," ");
1036 temp_rt_ticket_num = strtok (NULL," ");
1037 temp_rt_ticket_num = strtok (NULL," ");
1038 sprintf (temp_rt_comment," Ticket #%s acknowledged by %s",
temp_rt_ticket_num,current_authdata.username);
1039 sprintf (nagios_rt_comment, "%s %s", comment_data,temp_rt_comment);
1040
snprintf(command_buffer,sizeof(command_buffer)-1,"[%lu]ACKNOWLEDGE_HOST_PROBLEM;%s;%d;%d;%d;%s;%s\n",current_time,host_name,(st
icky_ack==TRUE)?ACKNOWLEDGEMENT_STICKY:ACKNOWLEDGEMENT_NORMAL,(send_notification==TRUE)?1:0,(persistent_comment==TRUE)?1:0,comm
ent_author,nagios_rt_comment);
1041 }
1042 else
1043 {
1044
snprintf(command_buffer,sizeof(command_buffer)-1,"[%lu]ACKNOWLEDGE_HOST_PROBLEM;%s;%d;%d;%d;%s;%s\n",current_time,host_name,(st
icky_ack==TRUE)?ACKNOWLEDGEMENT_STICKY:ACKNOWLEDGEMENT_NORMAL,(send_notification==TRUE)?1:0,(persistent_comment==TRUE)?1:0,comm
ent_author,comment_data);
1045 }
1046 break;
1047
Thank you
Greetings from Germany
Ingo von Itter
___
Geschäftsführer: Rolf Herzog, Thomas Benk
AGES Maut System GmbH & Co. KG
AG Düsseldorf HRA 14045, USt-IdNr.: DE 202525868
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AGES ETS GmbH
AG Düsseldorf HRB 55580, USt-IdNr.: DE 814789134
RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!
[rt-users] Need to read a ticket content
Hello, i need to read the ticket content in my script. If i have a ticket, is there a way to read the content, an put it into a var? my $ticketContent = $self->TicketObj-> ...some code to get the content... Tanks, Best Regards RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] On create ticket do ...
On Mon, Aug 23, 2010 at 03:06:09PM +0200, Le Fevre JM wrote: please ton reply to me, use the list so other users may have benefit of this or can help you. > If there is a way to do it with scrip, I'd be glad to know it. I thought > scrip could only send mail. scrip is just mean as exexute some perl code on certain conditions. Look at http://wiki.bestpractical.com/view/Contributions to get some examples. > Another thing I didn't find in scrip is how to add it inside an > extension(to make it appear in drop down menu for example). > here you are right, scrips is not done to change the UI. maybe you should tell us more about your needs to get better help ;) RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Requiring CF to be defined on resolve
On Sat, Aug 21, 2010 at 10:35:24PM -0500, Francis L Fabrizio wrote: > I want to check that a certain custom field is defined when a user tries to > resolve a ticket. If it is not defined, I don't want to allow the resolve to > proceed, and I want to show a status message to the user letting them know > that the resolve failed because they need to provide a value for this custom > field. > > I can detect whether the CF has a value, but I can't figure out how to > prevent the resolve or display a message to the user in the Results area. I > did figure out that I could just set status back to open in my scrip action, > but unfortunately the Results area still reads "Status set from open to > resolved" even though the ticket is still open, because the initiating > transaction was open -> resolved. I cannot figure out how to write into that > Results area at all to let the user know the resolve did not work. > > Is there any way to abort the attempted resolve transaction if the CF is > undefined and leave a message for the user saying why? > In Ticket/Update.html, you should look at code that call /Elements/ValidateCustomFields and do something like this. (i.e. set check_failure=1; and add you're message to @results (which will be displayed to user using /Elements/ListActions like every information/error messages in RT)). RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] On create ticket do ...
On Mon, Aug 23, 2010 at 02:42:53PM +0200, Le Fevre JM wrote:
> Hello all,
>
>
> I'm trying to cleanly modify rt-3.8.8 to get call a Web-Services on
> ticket creation. I've tried with scrip but it doesn't seem to be done
> for that.
>
Why? Of course, it depends of WS call purpose, but it is very common to
use scrips for this.
If you really need to do this with callback, thye one you are looking
for should be "BeforeDisplay" in Ticket/Display.html (ticket effective
creation is done here). Check that "$ARGS{'id'}" eq 'new' to execute
only on ticket creation, not on each ticket display.
RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!
[rt-users] On create ticket do ...
Hello all, I'm trying to cleanly modify rt-3.8.8 to get call a Web-Services on ticket creation. I've tried with scrip but it doesn't seem to be done for that. I've also look for callback, but I can only find beforeCreate (and no afterCreate or onCreate) . I've also tried to create my own callback, but I don't see where to place it in the code. Can someone indicate me some solution to call a webeservice on or just after ticket creation ? Best regards, eos RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
