Re: [rt-users] modified from: address in replies

[polloxx]

You mean the "Reply Address"? Only the reply-to: address is changed on
our server, not the from: address.


On Wed, Aug 25, 2010 at 6:15 PM, Kevin Falcone
 wrote:
> On Wed, Aug 25, 2010 at 05:45:08PM +0200, polloxx wrote:
>> OK: we have an request address for all queues, let's say
>> h...@ourdomain.com, but for one particular queue we want to set a
>> different from: address when our helpdesk dept. replies to the
>> customer, eg: supp...@ourdomain.com.
>> How can we establish this?
>
> Go to the Queue Admin page for that queue, check the correspond
> address.
>
> See my previous reply -
>
>> On Wed, Aug 25, 2010 at 4:55 PM, Kevin Falcone
>> >> > I think you just want to change the Correspond Address on the queue
>> >> > admin page.  No need for template hacking.
>
> -kevin
>
>
> 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 Training in Washington DC, USA on Oct 25 & 26 2010
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[rt-users] Adding a CF with QuickCreate and index.html

[alister]

Hi rt-users,

I want to extend QuickCreate to adjust a CustomField on the homepage.

I was unable to add a CF easily in index.html with the CreateTicket()
command.
Here is what I did to get it working - I'm unsure if its the best way or
not.


After going through RT::Interface::Web::CreateTicket I came up with 
adding the following to Elements/CustomField

(anyone know an automated way to do this?)



(no value)
Canada
Europe
Global



Then in index.html I added 

my ($t, $msg) = CreateTicket(
Queue   => $ARGS{'Queue'},
...
+   'CustomField-1' =>
$ARGS{'Object-RT::Ticket--CustomField-1-Values'}
);


This returned a RT::Ticket object (I was expecting an Id) and didn't add
the custom field value.
Since I had the ticket I added a bit more that I would normally put in a
scrip:

if ($ticket && $ticket->Id) {
unless ($ticket->FirstCustomFieldValue('Unit')) {
my ($st, $msg) = $ticket->AddCustomFieldValue(
Field => 'Unit',
Value => $ARGS{'Object-RT::Ticket--CustomField-1-Values'},
RecordTransaction => 0,
);
push @results, $msg;
}
}


It seems to me like CreateTicket was running RT::Ticket::Create instead of
RT::Ticket_Overlay::Create.

I think it might have been easier to create an Ticket/Create.html like
Element for the Dashboard.

Questions:

Should index.html run RT::Ticket or RT::Ticket_Overlay Create?
Has anyone got other suggestions for adding mandatory CF's in QuickCreate?



I am running:
RT-5.8.8 
Gentoo 
Apache-2.2 mod_perl
perl-5.10.1

Thanks in advance,







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] [Rt-announce] RT for Mobile Devices 0.9

[Jason A. Smith]

On 08/05/2010 05:08 PM, Jesse Vincent wrote:


We've tested this new UI on the iPhone, Android 2.x, BlackberryOS 4.5
and 5.0, Kindle 2.5 and in a number of desktop browsers. We've only
tested this on a recent RT 3.8, but it _should_ work on older versions
of RT. Reports of failures on 3.6.x or 3.8.x would be much appreciated.


Hi Jesse,

I just had a coworker try the mobile UI on his new Palm WebOS phone and 
it didn't detect his phone automatically.  Adding 'WebOS' to the 
HTTP_USER_AGENT env var regex fixed it for him.  We have version 0.95 
installed here.


~Jason



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Description: S/MIME Cryptographic Signature

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[rt-users] re-set date field

[Kenneth Crocker]

To List,

I'm not a real experienced Perl guy and I want to write a scrip that will
re-set a date field to nulls or blank or whatever a date field can be set to
for NO date at all. I'm doing this for tickets that are re-opened. I've got
the condition set OK. Just stuck on the command to set a date to nothing.
Thanks.

Kenn
LBNL

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] Extensions

[Michael Finn]

> Set(@Plugins,(qw(RT::FM)));
> Set(@Plugins,(qw(RTx::EmailCompletion)));
> Set(@Plugins,(qw(RT::Extension::ToggleSuperUser)));
> Set(@Plugins,(qw(RT::Extension::QueueDeactivatedScrips)));
> How should I list this? And do I reinstall then after I correct this, or just 
> correct the "Set(@Plugins, ...)" line and restart Apache?
>

Set(@Plugins,(qw(RT::FM RTx::EmailCompletion RT::Extension::ToggleSuperUser 
RT::Extension::QueueDeactivatedScrips)));

(above is one line)
No reinstall necessary; just bounce Apache.

'qw' takes a space-separated list and turns it into the quoted list format 
needed for the Set command.
(see http://perlmeme.org/howtos/perlfunc/qw_function.html for examples)

Mike

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] Extensions

[Jason Ledford]

I think it should just be
Set(@Plugins,(qw(RT::FM RTx::EmailCompletion RT::Extension::ToggleSuperUser 
RT::Extension::QueueDeactivatedScrips)));

Then just restart apache

From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Sysadmin
Sent: Wednesday, August 25, 2010 2:29 PM
To: Michael Finn
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Extensions

Yes the one from github.
And yes I have mutiple plug in lines.

Set(@Plugins,(qw(RT::FM)));
Set(@Plugins,(qw(RTx::EmailCompletion)));
Set(@Plugins,(qw(RT::Extension::ToggleSuperUser)));
Set(@Plugins,(qw(RT::Extension::QueueDeactivatedScrips)));
How should I list this? And do I reinstall then after I correct this, or just 
correct the "Set(@Plugins, ...)" line and restart Apache?


Thanks,

David
System Admin
RNS

Running RT 3.8.7

On 8/25/2010 12:01 PM, Michael Finn wrote:
First thing I always check on multiple extensions is whether they are all in 
the same "Set(@Plugins, ...)" line in the RT_SiteConfig.pm file.  Multiple Set 
Plugins lines will override rather than append.

Mike

From: 
rt-users-boun...@lists.bestpractical.com
 [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Torsten Brumm
Sent: Wednesday, August 25, 2010 11:49 AM
To: Sysadmin
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Extensions

Which version you installed from QueueDeactivatedScrp? The one from github?
2010/8/25 Sysadmin mailto:sysad...@ruralnetwork.net>>
Is there an Extension compatibility list around. I recently installed the 
QueueDeactivatedScrip which work very well, then installed the EmailCompletion 
extention which also works well only to find that my QueueDeactivatedScrip no 
longer worked. I there anyway of determining compatibility between extensions?  
or is it mostly trial and error? How do troubleshoot a broken Extension?

Thanks,

David
System Admin
RNS

Running RT 3.8.7

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!



--
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

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] Extensions

[Sysadmin]

Yes the one from github.
And yes I have mutiple plug in lines.

Set(@Plugins,(qw(RT::FM)));
Set(@Plugins,(qw(RTx::EmailCompletion)));
Set(@Plugins,(qw(RT::Extension::ToggleSuperUser)));
Set(@Plugins,(qw(RT::Extension::QueueDeactivatedScrips)));
How should I list this? And do I reinstall then after I correct this, or 
just correct the "Set(@Plugins, ...)" line and restart Apache?



Thanks,

David
System Admin
RNS

Running RT 3.8.7

On 8/25/2010 12:01 PM, Michael Finn wrote:


First thing I always check on multiple extensions is whether they are 
all in the same "Set(@Plugins, ...)" line in the RT_SiteConfig.pm 
file.  Multiple Set Plugins lines will override rather than append.


Mike

*From:* rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] *On Behalf Of 
*Torsten Brumm

*Sent:* Wednesday, August 25, 2010 11:49 AM
*To:* Sysadmin
*Cc:* rt-users@lists.bestpractical.com
*Subject:* Re: [rt-users] Extensions

Which version you installed from QueueDeactivatedScrp? The one from 
github?


2010/8/25 Sysadmin >


Is there an Extension compatibility list around. I recently installed 
the QueueDeactivatedScrip which work very well, then installed the 
EmailCompletion extention which also works well only to find that my 
QueueDeactivatedScrip no longer worked. I there anyway of determining 
compatibility between extensions?  or is it mostly trial and error? 
How do troubleshoot a broken Extension?


Thanks,

David
System Admin
RNS

Running RT 3.8.7

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!




--
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de


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] Extensions

[Michael Finn]

First thing I always check on multiple extensions is whether they are all in 
the same "Set(@Plugins, ...)" line in the RT_SiteConfig.pm file.  Multiple Set 
Plugins lines will override rather than append.

Mike

From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Torsten Brumm
Sent: Wednesday, August 25, 2010 11:49 AM
To: Sysadmin
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Extensions

Which version you installed from QueueDeactivatedScrp? The one from github?
2010/8/25 Sysadmin mailto:sysad...@ruralnetwork.net>>
Is there an Extension compatibility list around. I recently installed the 
QueueDeactivatedScrip which work very well, then installed the EmailCompletion 
extention which also works well only to find that my QueueDeactivatedScrip no 
longer worked. I there anyway of determining compatibility between extensions?  
or is it mostly trial and error? How do troubleshoot a broken Extension?

Thanks,

David
System Admin
RNS

Running RT 3.8.7

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!



--
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

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] Extensions

[Torsten Brumm]

Which version you installed from QueueDeactivatedScrp? The one from github?

2010/8/25 Sysadmin 

> Is there an Extension compatibility list around. I recently installed the
> QueueDeactivatedScrip which work very well, then installed the
> EmailCompletion extention which also works well only to find that my
> QueueDeactivatedScrip no longer worked. I there anyway of determining
> compatibility between extensions?  or is it mostly trial and error? How do
> troubleshoot a broken Extension?
>
> Thanks,
>
> David
> System Admin
> RNS
>
> Running RT 3.8.7
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>



-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

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] Extensions

[Sysadmin]

Is there an Extension compatibility list around. I recently installed 
the QueueDeactivatedScrip which work very well, then installed the 
EmailCompletion extention which also works well only to find that my 
QueueDeactivatedScrip no longer worked. I there anyway of determining 
compatibility between extensions?  or is it mostly trial and error? How 
do troubleshoot a broken Extension?


Thanks,

David
System Admin
RNS

Running RT 3.8.7

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] Modify spreadsheet

[Sysadmin]

Is it possible to modify the fields included in spreadsheet output? I 
would like to exclude som of the existing fields and include some data 
from some CF.


Thanks,

David
System Admin
RNS

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] Modify spreadsheet

[Sysadmin]

Ok, so does it work with 3.8.7/.8? and if so what need to be modified to 
include the custom fields.



Thanks,

David
System Admin
RNS

On 8/25/2010 9:51 AM, Raed El-Hames wrote:


Torsten;

Are you saying there Is a newer version ??

I Can't find it ??

I know that version 002 works with RT 3.8.7/.8 -- I had to fix a 
couple of bugs , in particular when the result set include custom fields.


Roy

*From:* Torsten Brumm [mailto:torsten.br...@googlemail.com]
*Sent:* 25 August 2010 12:11
*To:* Raed El-Hames
*Cc:* Sysadmin; rt-users@lists.bestpractical.com
*Subject:* Re: [rt-users] Modify spreadsheet

Oups, it is "slightly" outdated since 4 Years?!?

2010/8/25 Raed El-Hames >


Hi;

Its probably easier to install the ConciseSpreadsheet extension:
http://search.cpan.org/~jesse/RT-View-ConciseSpreadsheet-0.002/ 



It allows you to export your search results (whatever fields selected 
for the search display columns) into a spreadsheet


Roy


> -Original Message-
> From: rt-users-boun...@lists.bestpractical.com 
 [mailto:rt-users- 

> boun...@lists.bestpractical.com 
] On Behalf Of Sysadmin

> Sent: 24 August 2010 21:14
> To: rt-users@lists.bestpractical.com 


> Subject: [rt-users] Modify spreadsheet
>
> Is it possible to modify the fields included in spreadsheet output? I
> would like to exclude some of the existing fields and include some data
> from some CF.
>
> Thanks,
>
> David
> System Admin
> RNS
>
> 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 Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!




--
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de


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] Modify spreadsheet

[Torsten Brumm]

Hi Raed,
no, there isn't :-(

Torsten

2010/8/25 Raed El-Hames 

>  Torsten;
>
>
>
> Are you saying there Is a newer version ??
>
>
>
> I Can’t find it ??
>
>
>
> I know that version 002 works with RT 3.8.7/.8 – I had to fix a couple of
> bugs , in particular when the result set include custom fields.
>
>
>
> Roy
>
>
>
> *From:* Torsten Brumm [mailto:torsten.br...@googlemail.com]
> *Sent:* 25 August 2010 12:11
> *To:* Raed El-Hames
> *Cc:* Sysadmin; rt-users@lists.bestpractical.com
> *Subject:* Re: [rt-users] Modify spreadsheet
>
>
>
> Oups, it is "slightly" outdated since 4 Years?!?
>
> 2010/8/25 Raed El-Hames 
>
> Hi;
>
> Its probably easier to install the ConciseSpreadsheet extension:
> http://search.cpan.org/~jesse/RT-View-ConciseSpreadsheet-0.002/
>
> It allows you to export your search results (whatever fields selected for
> the search display columns) into a spreadsheet
>
> Roy
>
>
> > -Original Message-
> > From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
> > boun...@lists.bestpractical.com] On Behalf Of Sysadmin
> > Sent: 24 August 2010 21:14
> > To: rt-users@lists.bestpractical.com
> > Subject: [rt-users] Modify spreadsheet
> >
> > Is it possible to modify the fields included in spreadsheet output? I
> > would like to exclude some of the existing fields and include some data
> > from some CF.
> >
> > Thanks,
> >
> > David
> > System Admin
> > RNS
> >
> > 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 Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
>
>
>
> --
> MFG
>
> Torsten Brumm
>
> http://www.brumm.me
> http://www.elektrofeld.de
>



-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

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] modified from: address in replies

[Kevin Falcone]

On Wed, Aug 25, 2010 at 05:45:08PM +0200, polloxx wrote:
> OK: we have an request address for all queues, let's say
> h...@ourdomain.com, but for one particular queue we want to set a
> different from: address when our helpdesk dept. replies to the
> customer, eg: supp...@ourdomain.com.
> How can we establish this?

Go to the Queue Admin page for that queue, check the correspond
address.

See my previous reply -

> On Wed, Aug 25, 2010 at 4:55 PM, Kevin Falcone
> >> > I think you just want to change the Correspond Address on the queue
> >> > admin page.  No need for template hacking.

-kevin


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Description: PGP signature

RT Training in Washington DC, USA on Oct 25 & 26 2010
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[rt-users] RT Mobile Redirection

[Jason Ledford]

I am having a problem with the new mobile interface, version .95.  It works 
perfectly on about 5% of my blackberries.  The problem is the users get the 
login screen, enter the user name and password, and then get a file not found 
error saying it's looking for /m/.  The apache logs suggest its trying to 
redirect those users to /var/www/m and it says file does not exist.  I did find 
out that it works 100% of the time if I use the short domain name, servername.  
I experience the problem when I use the fqdn servername.domain.com.  I am sure 
it's something I have mis-configured but can't quite pinpoint.

The url I use to hit my server is http://servername.domain.com/rt/ and here is 
the relevant parts from my config:

Set( $rtname, 'cdc124asv.tbcnet.biltmore.com');
Set($WebPath , "/rt");
Set($WebBaseURL , "http://cdc124asv.tbcnet.biltmore.com";);
Set(@Plugins, qw(RT::Extension::MobileUI RTx::Calendar 
RT::Extension::PriorityAsString RT::Extension::ExtractCustomFieldValues 
RT::Extension::LDAPImport RT:$rt RT::Authen::ExternalAuth));

Any help is appreciated as I would prefer to use the fqdn when possible.


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] Add resolution comment to mail

[Kenneth Crocker]

Steven,

Add this to you template:

Resolution comment:
{
 my $Resolution_Comment;
 my $Transactions;
 my $CommentObj;

 $Transactions = $Ticket->Transactions;
 $Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' );
 $Transactions->OrderByCols(
 { FIELD => 'Created',  ORDER => 'DESC' },
 { FIELD => 'id', ORDER => 'DESC' },
 );

 $CommentObj = $Transactions->First;

 if  ($CommentObj && $CommentObj->id)
 {
  $Resolution_Comment = $CommentObj->Content;
 }
 else
 {
  $Resolution_Comment = "No comment."
 }

 return $Resolution_Comment;
}
-
To view ticket information, click the URL below:

{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

Hope this helps.

Kenn
LBNL

On Wed, Aug 25, 2010 at 5:11 AM, Steven Platt wrote:

> Hi,
>
> I would like to include the text of the resolution comment in an email
> template. Is this still the recommended method?
>
> http://wiki.bestpractical.com/view/AddLastCommentToMail
>
> We're using RT v3.6.2 ... old I know but functional for our needs, so
> far.
>
> Thanks
>
> Steve
>
> Dr Steven Platt
> Bioinformatician
> Health Protection Agency
> London
> -
> **
> The information contained in the EMail and any attachments is
> confidential and intended solely and for the attention and use of
> the named addressee(s). It may not be disclosed to any other person
> without the express authority of the HPA, or the intended
> recipient, or both. If you are not the intended recipient, you must
> not disclose, copy, distribute or retain this message or any part
> of it. This footnote also confirms that this EMail has been swept
> for computer viruses, but please re-sweep any attachments before
> opening or saving. HTTP://www.HPA.org.uk
> **
>
> 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 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] Modify spreadsheet

[Raed El-Hames]

Torsten;

Are you saying there Is a newer version ??

I Can't find it ??

I know that version 002 works with RT 3.8.7/.8 - I had to fix a couple of bugs 
, in particular when the result set include custom fields.

Roy

From: Torsten Brumm [mailto:torsten.br...@googlemail.com]
Sent: 25 August 2010 12:11
To: Raed El-Hames
Cc: Sysadmin; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Modify spreadsheet

Oups, it is "slightly" outdated since 4 Years?!?
2010/8/25 Raed El-Hames 
mailto:raed.el-ha...@vialtus.com>>
Hi;

Its probably easier to install the ConciseSpreadsheet extension:
http://search.cpan.org/~jesse/RT-View-ConciseSpreadsheet-0.002/

It allows you to export your search results (whatever fields selected for the 
search display columns) into a spreadsheet

Roy

> -Original Message-
> From: 
> rt-users-boun...@lists.bestpractical.com
>  [mailto:rt-users-
> boun...@lists.bestpractical.com] On 
> Behalf Of Sysadmin
> Sent: 24 August 2010 21:14
> To: rt-users@lists.bestpractical.com
> Subject: [rt-users] Modify spreadsheet
>
> Is it possible to modify the fields included in spreadsheet output? I
> would like to exclude some of the existing fields and include some data
> from some CF.
>
> Thanks,
>
> David
> System Admin
> RNS
>
> 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 Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!



--
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

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] modified from: address in replies

[polloxx]

OK: we have an request address for all queues, let's say
h...@ourdomain.com, but for one particular queue we want to set a
different from: address when our helpdesk dept. replies to the
customer, eg: supp...@ourdomain.com.
How can we establish this?


On Wed, Aug 25, 2010 at 4:55 PM, Kevin Falcone
 wrote:
> On Wed, Aug 25, 2010 at 04:45:53PM +0200, polloxx wrote:
>> We want to change the from: address, not the reply-to: address.
>> How can we do this?
>
> They're both set from the correspond address variable available
> globally or on a queue level.
>
> If you need to change ONLY the From: line (which is not the question
> your original mail asked) then the template solution is your best bet.
>
> -kevin
>
>> On Wed, Aug 25, 2010 at 4:25 PM, Kevin Falcone
>>  wrote:
>> > On Tue, Aug 24, 2010 at 03:12:04PM +0200, polloxx wrote:
>> >> Dear list,
>> >>
>> >> We have an RT server v 3.8.7 with a queue per customer. For one queue
>> >> we want change the default from: address.
>> >> I've tried this with a customized template with:
>> >
>> > I think you just want to change the Correspond Address on the queue
>> > admin page.  No need for template hacking.
>> >
>> > -kevin
>> >
>> >> from: 
>> >>
>> >> in the first line but this does not work.
>> >> Other suggestions?
>> >>
>> >> Thx,
>> >> P.
>> >>
>> >> 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 Training in Washington DC, USA on Oct 25 & 26 2010
>> > Last one this year -- Learn how to get the most out of 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!
>
>
> 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 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] Change Update Type default

[Max McGrath]

thanks Kevin.

When abouts can we expect 3.8.9?
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgr...@carthage.edu


On Wed, Aug 25, 2010 at 10:22 AM, Kevin Falcone
wrote:

> On Wed, Aug 25, 2010 at 10:17:47AM -0500, Max McGrath wrote:
> >Hi all -
> >Looking for a way to change the default on Update.html.
> >Currently it is set to Comments (Not sent to requestors) but I'd like
> the default to be Reply
> >to requestors.
> >I found the code in Update.html and I reversed the two options, but
> that just changes the
> >positioning within the drop down box.
> >I'd like reply to be there by default so we don't have to use the drop
> down box.
>
> The easiest thing is to pull the patch from 3.8-trunk that adds a
> user/global preference, or wait for 3.8.9
>
> -kevin
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>

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Re: [rt-users] Change Update Type default

[Kevin Falcone]

On Wed, Aug 25, 2010 at 10:17:47AM -0500, Max McGrath wrote:
>Hi all -
>Looking for a way to change the default on Update.html.
>Currently it is set to Comments (Not sent to requestors) but I'd like the 
> default to be Reply
>to requestors.
>I found the code in Update.html and I reversed the two options, but that 
> just changes the
>positioning within the drop down box.
>I'd like reply to be there by default so we don't have to use the drop 
> down box.

The easiest thing is to pull the patch from 3.8-trunk that adds a
user/global preference, or wait for 3.8.9

-kevin


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[rt-users] Change Update Type default

[Max McGrath]

Hi all -

Looking for a way to change the default on Update.html.

Currently it is set to *Comments (Not sent to requestors)* but I'd like the
default to be *Reply to requestors*.

I found the code in Update.html and I reversed the two options, but that
just changes the positioning within the drop down box.

I'd like reply to be there by default so we don't have to use the drop down
box.
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgr...@carthage.edu

RT Training in Washington DC, USA on Oct 25 & 26 2010
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Re: [rt-users] modified from: address in replies

[Kevin Falcone]

On Wed, Aug 25, 2010 at 04:45:53PM +0200, polloxx wrote:
> We want to change the from: address, not the reply-to: address.
> How can we do this?

They're both set from the correspond address variable available
globally or on a queue level.

If you need to change ONLY the From: line (which is not the question
your original mail asked) then the template solution is your best bet.

-kevin

> On Wed, Aug 25, 2010 at 4:25 PM, Kevin Falcone
>  wrote:
> > On Tue, Aug 24, 2010 at 03:12:04PM +0200, polloxx wrote:
> >> Dear list,
> >>
> >> We have an RT server v 3.8.7 with a queue per customer. For one queue
> >> we want change the default from: address.
> >> I've tried this with a customized template with:
> >
> > I think you just want to change the Correspond Address on the queue
> > admin page.  No need for template hacking.
> >
> > -kevin
> >
> >> from: 
> >>
> >> in the first line but this does not work.
> >> Other suggestions?
> >>
> >> Thx,
> >> P.
> >>
> >> 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 Training in Washington DC, USA on Oct 25 & 26 2010
> > Last one this year -- Learn how to get the most out of 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!


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Re: [rt-users] Sorting e-mail into queues automatically using procmail

[Kevin Falcone]

On Tue, Aug 24, 2010 at 04:37:11PM -0400, Nicôle Layne wrote:
>This is under the assumption that all queues are correctly setup and 
> e-mail enabled through
>the web interface, and the reply address has format 
> @rt.mydomain.com and comment
>address has format -comm...@rt.mydomain.com.
> 
> 
> 
>I'm trying to get incoming e-mail to automatically go directly into 
> whichever queue/ticket
>they are related to or create a new ticket if no matching ones exist.
> 
> 
> 
>I will have too many queues to have two line items within mailgate or the 
> aliases file per
>queue.
> 
> 
> 
>I'm able to send and receive e-mail (via PostFix) to the default rt user 
> and this user
>successfully accepts all e-mail for the rt.mydomain.com domain.
> 
> 
> 
>Since enabling procmail and the following scripts, I have no idea where 
> the e-mail goes - it's
>successfully delivered, but it does not update existing tickets (with a 
> Subject line match)
>and it does not create any new. It's not even in rt's mailbox.

Your mail is full of extra newlines, so it is really hard to tell what
is going on, but do you have a { file in your user's homedir
containing the mail content?

-kevin

>Here's an example of my procmail.log:
> 
> 
> 
>--- Logging /home/rt/procmail_log.log
> 
>for rt,
> 
>procmail: [8153] Mon Aug 23 21:30:56 2010
> 
>procmail: Assigning "MAILDOMAIN=rt.mydomain.com
> 
>"
> 
>procmail: Assigning "RT_MAILGATE=/opt/rt3/bin/rt-mailgate
> 
>"
> 
>procmail: Assigning "RT_URL=http://rt.mydomain.com/
> 
>"
> 
>procmail: Assigning "LOGABSTRACT=all
> 
>"
> 
>procmail: Skipped "
> 
>"
> 
>procmail: Skipped "
> 
>"
> 
>procmail: Assigning "LASTFOLDER={
> 
>"
> 
>procmail: Opening "{
> 
>"
> 
>procmail: Acquiring kernel-lock
> 
>procmail: Notified comsat: "r...@35475:./{
> 
>"
> 
>From m...@mydomain.com Mon Aug 23 21:30:56 2010
> 
>Subject: Creating environmental ticket
> 
>Folder: {
> 
> 
> 
>The contents of my ./procmailrc:
> 
> 
> 
>#Preliminaries
> 
>SHELL=/bin/sh #Use the Bourne shell (check your path!)
> 
>#MAILDIR=${HOME} #First check what your mail directory is!
> 
>MAILDIR="/var/mail/rt/"
> 
>#LOGFILE=${MAILDIR}/procmail.log
> 
>LOGFILE="/home/rt/procmail_log.log"
> 
>LOG="--- Logging ${LOGFILE} for ${LOGNAME}, "
> 
>VERBOSE=yes
> 
>MAILDOMAIN="rt.telebarbados.com"
> 
>RT_MAILGATE="/opt/rt3/bin/rt-mailgate"
> 
>#RT_MAILGATE="/usr/local/bin/rt-mailgate"
> 
>RT_URL="http://rt.telebarbados.com/";
> 
> 
> 
>LOGABSTRACT=all
> 
> 
> 
> 
> 
>:0
> 
>{
> 
># the following line extracts the recipient from Received-headers.
> 
># Simply using the To: does not work, as tickets are often created
> 
># by sending a CC/BCC to RT
> 
>TO=`formail -c -xReceived: |grep $MAILDOMAIN |sed -e 's/.*for *<*\(.*\)>* 
> *;.*$/\1/'`
> 
>QUEUE=`echo $TO| $HOME/get_queue.pl`
> 
>ACTION=`echo $TO| $HOME/get_action.pl`
> 
>:0 h b w
> 
>|/usr/bin/perl $RT_MAILGATE --queue $QUEUE --action $ACTION --url $RT_URL
> 
>}
> 
> 
> 
>I have tested get_queue.pl and get_action.pl scripts successfully but let 
> me know if including
>them helps.
> 
> 
> 
>Any help and/or guidance you can give would be greatly appreciated.
> 
> 
> 
>Kind regards,
>Nicole
> 
> 
> 
> 

> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!



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Re: [rt-users] modified from: address in replies

[polloxx]

We want to change the from: address, not the reply-to: address.
How can we do this?


On Wed, Aug 25, 2010 at 4:25 PM, Kevin Falcone
 wrote:
> On Tue, Aug 24, 2010 at 03:12:04PM +0200, polloxx wrote:
>> Dear list,
>>
>> We have an RT server v 3.8.7 with a queue per customer. For one queue
>> we want change the default from: address.
>> I've tried this with a customized template with:
>
> I think you just want to change the Correspond Address on the queue
> admin page.  No need for template hacking.
>
> -kevin
>
>> from: 
>>
>> in the first line but this does not work.
>> Other suggestions?
>>
>> Thx,
>> P.
>>
>> 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 Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>

RT Training in Washington DC, USA on Oct 25 & 26 2010
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Re: [rt-users] RT installation problem, perl modules dependency failed

[Kevin Falcone]

It appears that you're running into two compat issues:
The bug in Text-vFile-asData has already been reported here:
https://rt.cpan.org/Public/Bug/Display.html?id=60696

and the Email::Address problem is that the latest release accidentally
only works on 5.10 and greater.

Using the slightly older version of both of these modules should be
fine, you should be able to grab them from http://search.cpan.org
easily

-kevin

On Wed, Aug 25, 2010 at 02:01:08PM +0100, Thorvald Hallvardsson wrote:
>Hi,
>I have got a problem with 2 perl modules during the installation.
>When I do make testdeps it drops with:
>Can't locate Text/vFile/asData.pm in @INC (@INC contains:
>/usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi 
> /usr/lib/perl5/site_perl/5.8.8
>/usr/lib/perl5/site_perl 
> /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi
>/usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl
>/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/5.8.8 .) at
>/usr/lib/perl5/site_perl/5.8.8/Data/ICal.pm line 8.
>BEGIN failed--compilation aborted at 
> /usr/lib/perl5/site_perl/5.8.8/Data/ICal.pm line 8.
>When I'm trying to compile this module manually (downloaded from CPAN) it 
> says:
>/usr/bin/perl -MExtUtils::MY -e 'MY->fixin(shift)' -- 
> blib/script/rota_ical.cgi
>make: *** No rule to make target `bin/SystemsSupportRota', needed by
>`blib/script/SystemsSupportRota'. Stop.
>In the source code of blib/script/rota_ical.cgi I can see:
>my $file = -e 'SystemsSupportRota' ? 'SystemsSupportRota' :
>
> '[1]http://intranet.fotango.private/index.php?title=Systems_Support_Rota&action=raw';
>What means if file doesn't exist read it from the internet. However this 
> address is not valid
>as you can see. This is some kind of joke. Does anyone have this file and 
> could send it to me
>?
>The other error I'm getting is:
>Email::Address ...MISSING
>Sequence (?|...) not recognized in regex; marked by <-- HERE in m/(?| <-- 
> HERE
>
> ((?-xism:(?-xism:(?-xism:(?-xism:\s*\((?:\s*(?-xism:(?-xism:(?>[^()\\]+))|(?-xism:\\(?-xism:[^\x0A\x0D]))|(?-xism:\s*\((?:\s*(?-xism:(?-xism:(?>[^()\\]+))|(?-xism:\\(?-xism:[^\x0A\x0D]))|))*\s*\)\s*)))*\s*\)\s*)|\s+)*(?-xism:[^\x00-\x1F\x7F()<>\[\]:;@\\,."\s]+(?:\.[^\x00-\x1F\x7F()<>\[\]:;@\\,."\s]+)*)(?-xism:(?-xism:\s*\((?:\s*(?-xism:(?-xism:(?>[^()\\]+))|(?-xism:\\(?-xism:[^\x0A\x0D]))|(?-xism:\s*\((?:\s*(?-xism:(?-xism:(?>[^
>at /usr/lib/perl5/site_perl/5.8.8/Email/Address.pm line 139.
>Install module Email::Address
>Going to read /.cpan/Metadata
>Database was generated on Wed, 25 Aug 2010 09:57:51 GMT
>Email::Address is up to date.
>Any help will be appreciated.
>Thank you.
>Regards,
>TH
> 
> References
> 
>Visible links
>1. 
> http://intranet.fotango.private/index.php?title=Systems_Support_Rota&action=raw

> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
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Re: [rt-users] modified from: address in replies

[Kevin Falcone]

On Tue, Aug 24, 2010 at 03:12:04PM +0200, polloxx wrote:
> Dear list,
> 
> We have an RT server v 3.8.7 with a queue per customer. For one queue
> we want change the default from: address.
> I've tried this with a customized template with:

I think you just want to change the Correspond Address on the queue
admin page.  No need for template hacking.

-kevin

> from: 
> 
> in the first line but this does not work.
> Other suggestions?
> 
> Thx,
> P.
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!


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Re: [rt-users] oracle-client and ... Re: RT::Authen::ExternalAuth::LDAP, Net::LDAP, Net::SSLeay, SEGV

[jan . grant]

On Wed, 25 Aug 2010, jan.gr...@bristol.ac.uk wrote:

> Okay. Looking at it, the suggestion is (since this is a symbol conflict in 
> the oracle client library) to set LD_PRELOAD=/usr/lib/libcrypto.{version} 
> to force that to load first. Whether that'll kill the oracle client 
> library at the same time, I'm about to find out.

I've added

FcgidInitialEnv LD_PRELOAD /usr/lib/libcrypto.so.0.9.8

to the virtual host configuration, restarted, and that looks happy: which 
is to say, the oracle client is still talking to the oracle server.

I'll try turning the LDAP integration back on shortly.


-- 
jan grant, ISYS, University of Bristol. http://www.bris.ac.uk/
Tel +44 (0)117 3317661   http://ioctl.org/jan/
...and then three milkmaids turned up
(to the delight and delactation of the crowd).

RT Training in Washington DC, USA on Oct 25 & 26 2010
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Re: [rt-users] modified from: address in replies

[polloxx]

Kenn,

Thanks for your answer.
For that queue we use a blank template, with the Name'Blank' and on
the first line of the Content:
From: 

that's all.

P


On Tue, Aug 24, 2010 at 5:39 PM, Kenneth Crocker  wrote:
> P,
>
> That should work. If the template is in that Queue and the name is the same
> name as what is normally used by the Global scrips, then that template
> should override the Global one. We use that same idea (except it is the
> "To:") for some specific Users (QA Tester) listed in a Custom Field called
> "QA Approver":
>
> To: {$Ticket->FirstCustomFieldValue('QA Approver')}...@lbl.gov
> Subject: Request Titled: "{$Ticket->Subject}" is ready to begin QA Testing
>
> ---
> TICKET INFORMATION:
> Queue  : {$Ticket->QueueObj->Name}
> Number : {$Ticket->Id}
> Subject: {$Ticket->Subject}
> ---
> Priority is: {$Ticket->Priority}
> Requestor  : {$Ticket->Requestors->UserMembersObj->First->Name}
> Created  by: {$Ticket->CreatorObj->Name}
> Created  on: {substr($Ticket->Created, 0, 10)}
> Owned    by: {$Ticket->OwnerObj->Name}
> Development Started on: {substr($Ticket->Started, 0, 10)}
>
>
> Could you show what that template looks like, at least the first few lines?
>
> Kenn
> LBNL
>
>
> On Tue, Aug 24, 2010 at 6:12 AM, polloxx  wrote:
>>
>> Dear list,
>>
>> We have an RT server v 3.8.7 with a queue per customer. For one queue
>> we want change the default from: address.
>> I've tried this with a customized template with:
>>
>> from: 
>>
>> in the first line but this does not work.
>> Other suggestions?
>>
>> Thx,
>> P.
>>
>> 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 Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>

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Re: [rt-users] oracle-client and ... Re: RT::Authen::ExternalAuth::LDAP, Net::LDAP, Net::SSLeay, SEGV

[jan . grant]

On Wed, 25 Aug 2010, jan.gr...@bristol.ac.uk wrote:

> On Wed, 25 Aug 2010, jan.gr...@bristol.ac.uk wrote:
> 
> [on Net::LDAP segfaulting...]
> 
> > In other words: this bug appears to only get tickled inside RT for some 
> > reason.
> > 
> > I take it that RT (or RT::Authen::ExternalAuth) don't muck around with 
> > internal SSLeay settings that might cause this, in a way that I've missed?
> 
> Looks like my guess was almost right. We're (for better or worse) an 
> oracle shop. The backtrace looks like this:
> 
> 
> [[[
> % sudo -u www-data gdb --args perl ./try-ldap-canonicalize.pl
> (gdb) run
> Starting program: /usr/bin/perl ./try-ldap-canonicalize.pl
> [Thread debugging using libthread_db enabled]
> 
> Program received signal SIGSEGV, Segmentation fault.
> 0xb6cb51bb in ?? () from /usr/lib/oracle/10.2.0.4/client/lib/libnnz10.so
> (gdb) bt
> #0  0xb6cb51bb in ?? () from 
> /usr/lib/oracle/10.2.0.4/client/lib/libnnz10.so
> #1  0xb6cb48be in ?? () from 
> /usr/lib/oracle/10.2.0.4/client/lib/libnnz10.so
> #2  0xb2255bfc in BN_MONT_CTX_set () from 
> /usr/lib/i686/cmov/libcrypto.so.0.9.8
> #3  0xb2255ee9 in BN_MONT_CTX_set_locked ()
>from /usr/lib/i686/cmov/libcrypto.so.0.9.8
> #4  0xb226c8f4 in ?? () from /usr/lib/i686/cmov/libcrypto.so.0.9.8
> #5  0xb226d2ae in RSA_public_encrypt () from 
> /usr/lib/i686/cmov/libcrypto.so.0.9.8
> #6  0xb2349140 in ssl3_send_client_key_exchange ()
>from /usr/lib/i686/cmov/libssl.so.0.9.8
> #7  0xb234cb4b in ssl3_connect () from /usr/lib/i686/cmov/libssl.so.0.9.8
> #8  0xb23626ea in SSL_connect () from /usr/lib/i686/cmov/libssl.so.0.9.8
> #9  0xb23540e3 in ssl23_connect () from /usr/lib/i686/cmov/libssl.so.0.9.8
> #10 0xb23626ea in SSL_connect () from /usr/lib/i686/cmov/libssl.so.0.9.8
> #11 0xb23c4605 in XS_Net__SSLeay_connect ()
>from /usr/lib/perl5/auto/Net/SSLeay/SSLeay.so
> #12 0x080d5d7b in Perl_pp_entersub ()
> #13 0x080d4358 in Perl_runops_standard ()
> #14 0x08079355 in perl_run ()
> #15 0x080642fd in main ()
> ]]]
> 
> So the question is, has anyone seen this and do they have a workaround? (I 
> ask here because that's where the original question was. If my esteemed 
> colleague Dr. Google comes up with an answer, I'll follow up.)

Okay. Looking at it, the suggestion is (since this is a symbol conflict in 
the oracle client library) to set LD_PRELOAD=/usr/lib/libcrypto.{version} 
to force that to load first. Whether that'll kill the oracle client 
library at the same time, I'm about to find out.


-- 
jan grant, ISYS, University of Bristol. http://www.bris.ac.uk/
Tel +44 (0)117 3317661   http://ioctl.org/jan/
I am now available for general use under a modified BSD licence.

RT Training in Washington DC, USA on Oct 25 & 26 2010
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[rt-users] oracle-client and ... Re: RT::Authen::ExternalAuth::LDAP, Net::LDAP, Net::SSLeay, SEGV

[jan . grant]

On Wed, 25 Aug 2010, jan.gr...@bristol.ac.uk wrote:

[on Net::LDAP segfaulting...]

> In other words: this bug appears to only get tickled inside RT for some 
> reason.
> 
> I take it that RT (or RT::Authen::ExternalAuth) don't muck around with 
> internal SSLeay settings that might cause this, in a way that I've missed?

Looks like my guess was almost right. We're (for better or worse) an 
oracle shop. The backtrace looks like this:


[[[
% sudo -u www-data gdb --args perl ./try-ldap-canonicalize.pl
(gdb) run
Starting program: /usr/bin/perl ./try-ldap-canonicalize.pl
[Thread debugging using libthread_db enabled]

Program received signal SIGSEGV, Segmentation fault.
0xb6cb51bb in ?? () from /usr/lib/oracle/10.2.0.4/client/lib/libnnz10.so
(gdb) bt
#0  0xb6cb51bb in ?? () from 
/usr/lib/oracle/10.2.0.4/client/lib/libnnz10.so
#1  0xb6cb48be in ?? () from 
/usr/lib/oracle/10.2.0.4/client/lib/libnnz10.so
#2  0xb2255bfc in BN_MONT_CTX_set () from 
/usr/lib/i686/cmov/libcrypto.so.0.9.8
#3  0xb2255ee9 in BN_MONT_CTX_set_locked ()
   from /usr/lib/i686/cmov/libcrypto.so.0.9.8
#4  0xb226c8f4 in ?? () from /usr/lib/i686/cmov/libcrypto.so.0.9.8
#5  0xb226d2ae in RSA_public_encrypt () from 
/usr/lib/i686/cmov/libcrypto.so.0.9.8
#6  0xb2349140 in ssl3_send_client_key_exchange ()
   from /usr/lib/i686/cmov/libssl.so.0.9.8
#7  0xb234cb4b in ssl3_connect () from /usr/lib/i686/cmov/libssl.so.0.9.8
#8  0xb23626ea in SSL_connect () from /usr/lib/i686/cmov/libssl.so.0.9.8
#9  0xb23540e3 in ssl23_connect () from /usr/lib/i686/cmov/libssl.so.0.9.8
#10 0xb23626ea in SSL_connect () from /usr/lib/i686/cmov/libssl.so.0.9.8
#11 0xb23c4605 in XS_Net__SSLeay_connect ()
   from /usr/lib/perl5/auto/Net/SSLeay/SSLeay.so
#12 0x080d5d7b in Perl_pp_entersub ()
#13 0x080d4358 in Perl_runops_standard ()
#14 0x08079355 in perl_run ()
#15 0x080642fd in main ()
]]]

So the question is, has anyone seen this and do they have a workaround? (I 
ask here because that's where the original question was. If my esteemed 
colleague Dr. Google comes up with an answer, I'll follow up.)




-- 
jan grant, ISYS, University of Bristol. http://www.bris.ac.uk/
Tel +44 (0)117 3317661   http://ioctl.org/jan/
stty intr ^m

RT Training in Washington DC, USA on Oct 25 & 26 2010
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[rt-users] RT installation problem, perl modules dependency failed

[Thorvald Hallvardsson]

Hi,

I have got a problem with 2 perl modules during the installation.

When I do make testdeps it drops with:
Can't locate Text/vFile/asData.pm in @INC (@INC contains:
/usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl
/usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl
/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/5.8.8 .) at
/usr/lib/perl5/site_perl/5.8.8/Data/ICal.pm line 8.
BEGIN failed--compilation aborted at
/usr/lib/perl5/site_perl/5.8.8/Data/ICal.pm line 8.

When I'm trying to compile this module manually (downloaded from CPAN) it
says:
/usr/bin/perl -MExtUtils::MY -e 'MY->fixin(shift)' --
blib/script/rota_ical.cgi
make: *** No rule to make target `bin/SystemsSupportRota', needed by
`blib/script/SystemsSupportRota'.  Stop.

In the source code of blib/script/rota_ical.cgi I can see:
my $file = -e 'SystemsSupportRota' ? 'SystemsSupportRota' : '
http://intranet.fotango.private/index.php?title=Systems_Support_Rota&action=raw
';

What means if file doesn't exist read it from the internet. However this
address is not valid as you can see. This is some kind of joke. Does anyone
have this file and could send it to me ?

The other error I'm getting is:
Email::Address ...MISSING

Sequence (?|...) not recognized in regex; marked by <-- HERE
in m/(?| <-- HERE
((?-xism:(?-xism:(?-xism:(?-xism:\s*\((?:\s*(?-xism:(?-xism:(?>[^()\\]+))|(?-xism:\\(?-xism:[^\x0A\x0D]))|(?-xism:\s*\((?:\s*(?-xism:(?-xism:(?>[^()\\]+))|(?-xism:\\(?-xism:[^\x0A\x0D]))|))*\s*\)\s*)))*\s*\)\s*)|\s+)*(?-xism:[^\x00-\x1F\x7F()<>\[\]:;@\\,."\s]+(?:\.[^\x00-\x1F\x7F()<>\[\]:;@\\,."\s]+)*)(?-xism:(?-xism:\s*\((?:\s*(?-xism:(?-xism:(?>[^()\\]+))|(?-xism:\\(?-xism:[^\x0A\x0D]))|(?-xism:\s*\((?:\s*(?-xism:(?-xism:(?>[^
at /usr/lib/perl5/site_perl/5.8.8/Email/Address.pm line 139.


Install module Email::Address
Going to read /.cpan/Metadata
  Database was generated on Wed, 25 Aug 2010 09:57:51 GMT
Email::Address is up to date.

Any help will be appreciated.

Thank you.

Regards,
TH

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] Add resolution comment to mail

[Steven Platt]

Hi,

I would like to include the text of the resolution comment in an email
template. Is this still the recommended method?

http://wiki.bestpractical.com/view/AddLastCommentToMail

We're using RT v3.6.2 ... old I know but functional for our needs, so
far.

Thanks

Steve

Dr Steven Platt
Bioinformatician
Health Protection Agency
London
-
**
The information contained in the EMail and any attachments is
confidential and intended solely and for the attention and use of
the named addressee(s). It may not be disclosed to any other person
without the express authority of the HPA, or the intended
recipient, or both. If you are not the intended recipient, you must
not disclose, copy, distribute or retain this message or any part
of it. This footnote also confirms that this EMail has been swept
for computer viruses, but please re-sweep any attachments before
opening or saving. HTTP://www.HPA.org.uk
**

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] Modify spreadsheet

[Torsten Brumm]

Oups, it is "slightly" outdated since 4 Years?!?

2010/8/25 Raed El-Hames 

> Hi;
>
> Its probably easier to install the ConciseSpreadsheet extension:
> http://search.cpan.org/~jesse/RT-View-ConciseSpreadsheet-0.002/
>
> It allows you to export your search results (whatever fields selected for
> the search display columns) into a spreadsheet
>
> Roy
>
> > -Original Message-
> > From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
> > boun...@lists.bestpractical.com] On Behalf Of Sysadmin
> > Sent: 24 August 2010 21:14
> > To: rt-users@lists.bestpractical.com
> > Subject: [rt-users] Modify spreadsheet
> >
> > Is it possible to modify the fields included in spreadsheet output? I
> > would like to exclude some of the existing fields and include some data
> > from some CF.
> >
> > Thanks,
> >
> > David
> > System Admin
> > RNS
> >
> > 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 Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>



-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

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] Modify spreadsheet

[Raed El-Hames]

Hi;

Its probably easier to install the ConciseSpreadsheet extension:
http://search.cpan.org/~jesse/RT-View-ConciseSpreadsheet-0.002/

It allows you to export your search results (whatever fields selected for the 
search display columns) into a spreadsheet

Roy

> -Original Message-
> From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
> boun...@lists.bestpractical.com] On Behalf Of Sysadmin
> Sent: 24 August 2010 21:14
> To: rt-users@lists.bestpractical.com
> Subject: [rt-users] Modify spreadsheet
> 
> Is it possible to modify the fields included in spreadsheet output? I
> would like to exclude some of the existing fields and include some data
> from some CF.
> 
> Thanks,
> 
> David
> System Admin
> RNS
> 
> 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 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

[Christopher Kunz]

 Am 24.08.2010 15:37, schrieb Kevin Falcone:
> My approach would be fixing qmail, rather than removing RT's bounce
> handling.
>
True - I analyzed the underlying problem and it turned out that our mail
server cluster was using 2 different versions of maildrop:
- 1.5.2 did not modify the Return-Path in any way
- 2.0.4 changed the Return-Path of filtered mails to <> / Envelope-From
to MAILER-DAEMON

A weird behavior indeed. I'll have to investigate this further.

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!

[rt-users] RT::Authen::ExternalAuth::LDAP, Net::LDAP, Net::SSLeay, SEGV

[jan . grant]

I'm currently hunting an irritating and elusive bug right at the moment.

I'm trying to use an external info provider that uses LDAP to supply user 
details. Unfortunately, the trace I'm seeing looks like this...

 _GetBoundLdapObj calls Net::LDAP 
(/data/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:434)

... at which point there's a segfault deep inside SSLeay. This only 
happens if I try to use SSL - either start_tls or scheme => 'ldaps' when 
creating the Net::LDAP object.

I can do a brute-force extraction of a test-case that goes via RT's 
libraries to reproduce this reliably, and the issue doesn't seem to be 
directly inside RT. However, and incredibly irritatingly, when I take the 
RT libraries out-of-the-loop and just create a test-case that calls 
Net::LDAP directly, it works perfectly.

In other words: this bug appears to only get tickled inside RT for some 
reason.

I take it that RT (or RT::Authen::ExternalAuth) don't muck around with 
internal SSLeay settings that might cause this, in a way that I've missed?

Has anyone else seen this?

This is on a shiny new debian lenny (although I've been seeing the 
problem for a while now) [2.6.32-trunk-686 #1 SMP] - ie, 32-bit.

Cheers,
jan

-- 
jan grant, ISYS, University of Bristol. http://www.bris.ac.uk/
Tel +44 (0)117 3317661   http://ioctl.org/jan/
Generalisation is never appropriate.

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] Cloning Tickets in RT

[Marco.deSousa]

Hello,

I read your code to cloning queues.

I work in a small project, and i need this workflow:


--->ticket (queue A)

cloning ticket to (queueB) "on Resolve"

That mean i have the original ticket on queue A(resolved) and a clone on queue 
B.

I can copy a ticket, (create a new), and copy the filds i need, but i don't 
know the
method to copy the TicketHistory.

$Ticket->Content... don't work

Can you help me?
Tanks best regards.

Marco


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] Changing when a custom field is validated

[alister]

More detailed information:


This is a bit more of what I have attempted, what I think are my
possibilities and an overview of the desired end result.


I realise I can't stop a transaction but I can't think of (or find) a good
alternative to what I require.
I would have thought a Mandatory field meant that I couldn't do anything
with a ticket unless it Validates. There is a big-red box under the custom
field saying
'Input must match [Mandatory]' but it doesn't seem to have any effect
(most of the time).


Some options I am considering:
* Have a default value (least desirable option but simplest).
* Disallow form submission with Javascript.
* Change when the Validation is enforced (my preference but is it
possible?)
* Implement something similar to the WorkFlow wiki which would replace
what I'm trying to do (overly complicated?)
* Revert a Queue change if the field is blank 
  (Mentioned in WriteCustomAction wiki just after the part labeled "Let's
talk about impossible things you don't even want to try to do with a
scrip")



Desired Workflow:
* A ticket is raised in the initial queue.
* A support user takes the ticket and either fulfills the work or
escalates it.
* The support user should know who can sign off escalated work.
* Upon escalation the ticket needs signoff by an area manager (Unit area)
so a script creates an approval request in the appropriate signoff queue.
* The area managers need seperate queues so they can't signoff other
area's work.


I would like to make the Unit area mandatory so that when a ticket is
escalated the approval request is sent to the correct person for signoff.


Am I completely off track here? 
Is there a much easier way to do what I need to do?
Any/all suggestions/ideas welcome.


Cheers,
/Alister


On Tue, 24 Aug 2010 22:34:16 -0700,  wrote:
> Hi rt-users,
> 
> I have created a Custom Field 'Unit' with a new RT install.
> I gave it the '(?#Mandatory).' validation regex and a possible list of 3
> values.
> 
> 
> I require this field to be filled in before it changes Queue but it
seems
> like it is only checked before the ticket is resolved. I can still
update
> Priority, change Queues, etc. the only restriction seems to be on
resolving
> a ticket.
> I checked the mailing lists and wiki but can't find anymore information
on
> this.
> 
> 
> I would like to know if I can block any changes to a ticket until this
> field is validated. I was hoping I could have a scrip on the ChangeQueue
> event but I can't workout how to stop a transaction. 
> 
> Has anyone done this before or know an approach I could use?
> 
> 
> 
> 
> Thanks in advance,
> 
> /Alister
> 
> 
> 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 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] Changing when a custom field is validated

[alister]

More detailed information:


This is a bit more of what I have attempted, what I think are my
possibilities and an overview of the desired end result.


I realise I can't stop a transaction but I can't think of (or find) a good
alternative to what I require.
I would have thought a Mandatory field meant that I couldn't do anything
with a ticket unless it Validates. There is a big-red box under the custom
field saying
'Input must match [Mandatory]' but it doesn't seem to have any effect
(most of the time).


Some options I am considering:
* Have a default value (least desirable option but simplest).
* Disallow form submission with Javascript.
* Change when the Validation is enforced (my preference but is it
possible?)
* Implement something similar to the WorkFlow wiki which would replace
what I'm trying to do (overly complicated?)
* Revert a Queue change if the field is blank 
  (Mentioned in WriteCustomAction wiki just after the part labeled "Let's
talk about impossible things you don't even want to try to do with a
scrip")



Desired Workflow:
* A ticket is raised in the initial queue.
* A support user takes the ticket and either fulfills the work or
escalates it.
* The support user should know who can sign off escalated work.
* Upon escalation the ticket needs signoff by an area manager (Unit area)
so a script creates an approval request in the appropriate signoff queue.
* The area managers need seperate queues so they can't signoff other
area's work.


I would like to make the Unit area mandatory so that when a ticket is
escalated the approval request is sent to the correct person for signoff.


Am I completely off track here? 
Is there a much easier way to do what I need to do?
Any/all suggestions/ideas welcome.


Cheers,
/Alister


On Tue, 24 Aug 2010 22:34:16 -0700,  wrote:
> Hi rt-users,
> 
> I have created a Custom Field 'Unit' with a new RT install.
> I gave it the '(?#Mandatory).' validation regex and a possible list of 3
> values.
> 
> 
> I require this field to be filled in before it changes Queue but it
seems
> like it is only checked before the ticket is resolved. I can still
update
> Priority, change Queues, etc. the only restriction seems to be on
resolving
> a ticket.
> I checked the mailing lists and wiki but can't find anymore information
on
> this.
> 
> 
> I would like to know if I can block any changes to a ticket until this
> field is validated. I was hoping I could have a scrip on the ChangeQueue
> event but I can't workout how to stop a transaction. 
> 
> Has anyone done this before or know an approach I could use?
> 
> 
> 
> 
> Thanks in advance,
> 
> /Alister
> 
> 
> 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 Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!