Re: [rt-users] help with scrip (search correspond body)
i am using the CommandByEmail.
the problem is when the helpdesk replies to emails it sends out the commands to
the requester.
i am trying to write some custom things to block those corresponds from going
to the requester. so if they someone closes a ticket via email the requester
will get the email with the Status: resolved in it as well as the default
templated email saying it was closed.
and i know we could send the requests to the comment email, but we are coming
from another ticketing system where there was only 1 email and i would rather
not have to have everyone always remember to do that. writing this seemed like
it would be pretty easy. just need to work out the kinks.
From: ruslan.zaki...@gmail.com [ruslan.zaki...@gmail.com] on behalf of Ruslan
Zakirov [r...@bestpractical.com]
Sent: Tuesday, August 16, 2011 3:49 PM
To: Robert Vicchiullo
Cc: RT-Users@lists.bestpractical.com
Subject: Re: [rt-users] help with scrip (search correspond body)
Hi,
What exactly are you trying to do? Why do you need custom condition
when RT has On Correspond out of the box?
On Wed, Aug 17, 2011 at 2:44 AM, Robert Vicchiullo r...@hautelook.com wrote:
Ok that’s worked and I have the following
my $Content = $self-TransactionObj-Content;
if( $Content =~ m/Status: resolved/){
return 0;
}
return 1;
problem is when the Content does match and it does return 0;
it sends out an email and says This transaction appears to have no content
-Original Message-
From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of
Ruslan Zakirov
Sent: Sunday, August 14, 2011 1:59 PM
To: Robert Vicchiullo
Cc: RT-Users@lists.bestpractical.com
Subject: Re: [rt-users] help with scrip (search correspond body)
On Sat, Aug 13, 2011 at 12:57 AM, Robert Vicchiullo r...@hautelook.com
wrote:
Need a little help and would appreciate any advice.
I am trying to write a scrip for
“On Correspond Notify Requestors and Ccs”
I have Condition set to User defined and stage set to transactionbatch.
In Custom condition I have:
my $Content = $self-TransactionObj-Attachments-First-Content;
Try the following:
$self-TransactionObj-Content;
It will find text part in the message and return it content.
[snip]
--
Best regards, Ruslan.
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Melbourne VIC, Australia November 28 29, 2011
* Barcelona, Spain November 28 29, 2011
--
Best regards, Ruslan.
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Melbourne VIC, Australia November 28 29, 2011
* Barcelona, Spain November 28 29, 2011
Re: [rt-users] RT4.1 rt-server.fcgi will not start with
Hi Chris, There are no differences between the two servers both configurations in RT4 and apache2 are identical. The command /opt/rt4/sbin/rt-server --port 8080 works as expected and allows access to RT however /opt/rt4/sbin/rt-server.fcgi --port 8080 will not start due to the error listed below. Error: WARNING: RT couldn't start up a web server on port 8080. This is often the case if the port is already in use or you're running /opt/rt4/sbin/rt-server.fcgi as someone other than your system's root user. You may also specify a temporary port with: /opt/rt4/sbin/rt-server.fcgi --port port Please check your system configuration or choose another port However I understand that is an issue with rt4.1 and will be fixed in .2. Regards Andrew Andrew Waterson Operations Manager NN4M_Final_logopixels image002.jpg RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] RT4.1 rt-server.fcgi will not start with
I am getting out of my ken with RT at this stage, so hopefully someone with more knowledge will reply. Do the servers have different hostnames? It may be RT is complaining about $WebBaseURL Are there any RT errors in /var/log/messages? On Aug 17, 2011, at 5:54 AM, andrew waterson wrote: Hi Chris, There are no differences between the two servers both configurations in RT4 and apache2 are identical. The command “/opt/rt4/sbin/rt-server --port 8080” works as expected and allows access to RT however “/opt/rt4/sbin/rt-server.fcgi --port 8080” will not start due to the error listed below. Error: WARNING: RT couldn't start up a web server on port 8080. This is often the case if the port is already in use or you're running /opt/rt4/sbin/rt-server.fcgi as someone other than your system's root user. You may also specify a temporary port with: /opt/rt4/sbin/rt-server.fcgi --port port Please check your system configuration or choose another port However I understand that is an issue with rt4.1 and will be fixed in .2. Regards Andrew Andrew Waterson Operations Manager image002.jpg RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA — September 26 27, 2011 * San Francisco, CA, USA — October 18 19, 2011 * Washington DC, USA — October 31 November 1, 2011 * Melbourne VIC, Australia — November 28 29, 2011 * Barcelona, Spain — November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] RE Looking for an example of how to send a different autoreply text based on the email address receiving the ticket
Hi, can't you have two different queues, one for each language, with its own autoreply template ? Raphaël MOUNEYRES Gilbert Rebeiro gilb...@dido.ca Envoyé par : rt-users-boun...@lists.bestpractical.com 16/08/2011 19:59 A rt-users@lists.bestpractical.com cc Objet [rt-users] Looking for an example of how to send a different autoreply text based on the email address receiving the ticket Hi, We have 2 email addresses (1 for english speaking clients and 1 for french speaking clients) that receive ticket requests. I was wondering if anyone can help with an example of a scrip that would send a different autoreply (english reply if sent to supp...@domain.com) (french reply with sent to supporttechni...@domain.com) when a new ticket is created in the general queue depending on the email address that the ticket was sent to. So if I understand how it works, the template would contain some perl code that examines the email address to and auto-replies using one text else it replies with another text. Thanks in advance, Gilbert. # Ce courriel et les documents qui lui sont joints peuvent contenir des informations confidentielles ou ayant un caractère privé. S'ils ne vous sont pas destinés, nous vous signalons qu'il est strictement interdit de les divulguer, de les reproduire ou d'en utiliser de quelque manière que ce soit le contenu. Si ce message vous a été transmis par erreur, merci d'en informer l'expéditeur et de supprimer immédiatement de votre système informatique ce courriel ainsi que tous les documents qui y sont attachés. ** This e-mail and any attached documents may contain confidential or proprietary information. If you are not the intended recipient, you are notified that any dissemination, copying of this e-mail and any attachments thereto or use of their contents by any means whatsoever is strictly prohibited. If you have received this e-mail in error, please advise the sender immediately and delete this e-mail and all attached documents from your computer system. # RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Looking for an example of how to send a different autoreply text based on the email address receiving the ticket
On Tue, Aug 16, 2011 at 01:59:46PM -0400, Gilbert Rebeiro wrote:
Hi,
We have 2 email addresses (1 for english speaking clients and 1 for
french speaking clients) that receive ticket requests.
I was wondering if anyone can help with an example of a scrip that
would send a different autoreply (english reply if sent to
supp...@domain.com) (french reply with sent to
supporttechni...@domain.com) when a new ticket is created in the
general queue depending on the email address that the ticket was
sent to.
So if I understand how it works, the template would contain some
perl code that examines the email address to and auto-replies using
one text else it replies with another text.
My idea (untested, needs error checking):
- create two standard templates: autoreply-fr, autoreply-en
- use a Custom action for the autoreply scrip with the following prepare code:
my $lang;
foreach my $header(qw(To Cc)) {
last (if $lang );
foreach my $recipient (Email::Address-parse($message-head-get( $header )
) ) {
if ( $recipient =~ /^support\@domain\.com$/ ) {
$lang = 'en';
last;
} elsif ( $recipient =~ /^supporttechnique\@domain\.com$/ ) {
$lang = 'fr';
last;
}
}
}
# Default to english
$lang = 'en' unless ( $lang );
my $Template = RT::Template-new( $RT::SystemUser );
$Template-Load(autoreply-.$lang);
require RT::Action::Autoreply;
bless($self, 'RT::Action::Autoreply');
$self-{Argument} = 'Requestor';
$self-{TemplateObj} = $Template;
$self-Prepare;
return 1;
You can of course also use the header parsing code directly in the template,
but I like the idea to have template per language.
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Melbourne VIC, Australia November 28 29, 2011
* Barcelona, Spain November 28 29, 2011
[rt-users] Install... Almost there!!!
So I've been working on my first install of RT, and I'm getting very close, but I seem to be stuck at this point. I'm attempting to install 4.0.1 Here was my configuration: (password is removed) ./configure --with-db-type=Pg --with-db-database=rt --with-db-host=stdb3.vmstage --with-db-rt-user=rt --with-db-rt-pass= --with-web-user=apache --with-web-group=apache --with-rt-group=rt --enable-graphviz --enable-gd --disable-gpg make testdeps - ran fine (after much work on the system) see below for a cut and paste of it As you can see I'm using postgres, it's already set up and working, I've put no restrictions on it (grant all): psql -h stdb3.vmstage -W -U rt rt Password for user rt: Welcome to psql 8.1.23 (server 8.3.11), the PostgreSQL interactive terminal. Type: \copyright for distribution terms \h for help with SQL commands \? for help with psql commands \g or terminate with semicolon to execute query \q to quit WARNING: You are connected to a server with major version 8.3, but your psql client is major version 8.1. Some backslash commands, such as \d, might not work properly. rt= I did this `sed -n '/Set/s/^/# /p' RT_Config.pm RT_SiteConfig.pm` so that I could get all the possible options in my SiteConfig. Then uncommented the ones I wanted to make sure were correct. I've placed a copy of it below as well. (password is removed) the problem is showing up with the make initialize-database command: make initialize-database /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database --action init --prompt-for-dba-password weaken is only available with the XS version of Scalar::Util at /root/hold/rt-4.0.1/sbin/../lib/RT/Interface/Web/Menu.pm line 57 BEGIN failed--compilation aborted at /root/hold/rt-4.0.1/sbin/../lib/RT/Interface/Web/Menu.pm line 57. Compilation failed in require at /root/hold/rt-4.0.1/sbin/../lib/RT/Interface/Web.pm line 68. BEGIN failed--compilation aborted at /root/hold/rt-4.0.1/sbin/../lib/RT/Interface/Web.pm line 68. Compilation failed in require at /root/hold/rt-4.0.1/sbin/../lib/RT/ObjectCustomFieldValue.pm line 54. BEGIN failed--compilation aborted at /root/hold/rt-4.0.1/sbin/../lib/RT/ObjectCustomFieldValue.pm line 54. Compilation failed in require at /root/hold/rt-4.0.1/sbin/../lib/RT/ObjectCustomFieldValues.pm line 55. BEGIN failed--compilation aborted at /root/hold/rt-4.0.1/sbin/../lib/RT/ObjectCustomFieldValues.pm line 55. Compilation failed in require at /root/hold/rt-4.0.1/sbin/../lib/RT/CustomField.pm line 63. BEGIN failed--compilation aborted at /root/hold/rt-4.0.1/sbin/../lib/RT/CustomField.pm line 63. Compilation failed in require at /root/hold/rt-4.0.1/sbin/../lib/RT/CustomFields.pm line 73. BEGIN failed--compilation aborted at /root/hold/rt-4.0.1/sbin/../lib/RT/CustomFields.pm line 73. Compilation failed in require at /root/hold/rt-4.0.1/sbin/../lib/RT/Ticket.pm line 77. BEGIN failed--compilation aborted at /root/hold/rt-4.0.1/sbin/../lib/RT/Ticket.pm line 77. Compilation failed in require at /root/hold/rt-4.0.1/sbin/../lib/RT/Tickets.pm line 85. BEGIN failed--compilation aborted at /root/hold/rt-4.0.1/sbin/../lib/RT/Tickets.pm line 85. Compilation failed in require at /root/hold/rt-4.0.1/sbin/../lib/RT.pm line 395. make: *** [initialize-database] Error 9 Thank you for your help, I've been wrestling with it for a while now make testdeps /usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-Pg --with-fastcgi perl: =5.8.3(5.8.8) ...found users: rt group (rt) ...found bin owner (root) ...found libs owner (root) ...found libs group (bin) ...found web owner (apache) ...found web group (apache) ...found CLI dependencies: Term::ReadKey ...found Getopt::Long = 2.24 ...found HTTP::Request::Common ...found Term::ReadLine ...found Text::ParseWords ...found LWP ...found CORE dependencies: DateTime = 0.44 ...found Class::ReturnValue = 0.40 ...found Text::Quoted = 2.02 ...found Regexp::IPv6 ...found CSS::Squish = 0.06 ...found Encode = 2.39 ...found DateTime::Locale = 0.40 ...found Module::Versions::Report = 1.05 ...found MIME::Entity = 5.425 ...found Digest::SHA ...found List::MoreUtils ...found DBI = 1.37 ...found Locale::Maketext::Lexicon = 0.32 ...found Devel::StackTrace = 1.19 ...found Digest::base ...found Text::Password::Pronounceable ...found Devel::GlobalDestruction ...found Time::ParseDate ...found File::Temp = 0.19 ...found Locale::Maketext = 1.06 ...found Tree::Simple = 1.04 ...found Text::Template = 1.44 ...found Scalar::Util ...found HTML::Quoted ...found HTML::Scrubber = 0.08 ...found File::Spec = 0.8 ...found DBIx::SearchBuilder = 1.59 ...found
Re: [rt-users] Install... Almost there!!!
On Wed, Aug 17, 2011 at 07:11:51AM -0700, John Allman wrote: weaken is only available with the XS version of Scalar::Util at /root/hold/rt-4.0.1/sbin/../lib/RT/Interface/Web/Menu.pm line 57 You're using RH Scalar::Util? Try installing the CPAN version. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Install... Almost there!!!
On Wed, Aug 17, 2011 at 07:11:51AM -0700, John Allman wrote: I did this `sed -n '/Set/s/^/# /p' RT_Config.pm RT_SiteConfig.pm` so that I could get all the possible options in my SiteConfig. Then uncommented the ones I wanted to make sure were correct. I've placed a copy of it below as well. (password is removed) Don't do this, only copy what you want to change. Otherwise you miss updates to defaults RT_Config.pm and are unable to tell what you've modified from stock. weaken is only available with the XS version of Scalar::Util at /root/hold/rt-4.0.1/sbin/../lib/RT/Interface/Web/Menu.pm line 57 You're using a vendor provided Scalar::Util module that doesn't have the function we need. Install it from cpan or from an up-to-date vendor package that doesn't have this bug. -kevin pgpDBbRQ5qGxt.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] RT 3.8.10 is setting a CF value on new ticket creation?
This seems to have been fixed by ditching the previous effort to bring all but Tickets from our production database to this development host. http://www.mailinglistarchive.com/html/rt-users@lists.bestpractical.com/2011-06/msg00406.html I will follow up to that thread with a warning to future thread-finders. I dumped the 10GB of data from production, loaded it into development, then shredded the 44,000 tickets :| I updated http://requesttracker.wikia.com/wiki/Shredder with a Shred ALL TICKETS section. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Install... Almost there!!!
Thank you for your responses... I'm not much of a perl person so the CPAN module thing is a little new to me. I've put in what I know from it below. As far as I can tell it is using the CPAN module... is there somewhere I need to look and see if something is conflicting? This is what looks right to me: # cpanm Scalar::Util Scalar::Util is up to date. (1.23) # Kevin Falcone: You're using a vendor provided Scalar::Util module that doesn't have the function we need. Install it from cpan or from an up-to-date vendor package that doesn't have this bug. Emmanuel Lacour: You're using RH Scalar::Util? Try installing the CPAN version. Kevin Falcone: Don't do this, only copy what you want to change. Otherwise you miss updates to defaults RT_Config.pm and are unable to tell what you've modified from stock. Which is why I've commented out everything I'm not using. I'll be able to tell what I've changed from stock by what isn't commented out. Note the # in the sed command -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Emmanuel Lacour Sent: Wednesday, August 17, 2011 10:30 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Install... Almost there!!! On Wed, Aug 17, 2011 at 07:11:51AM -0700, John Allman wrote: weaken is only available with the XS version of Scalar::Util at /root/hold/rt-4.0.1/sbin/../lib/RT/Interface/Web/Menu.pm line 57 You're using RH Scalar::Util? Try installing the CPAN version. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Wednesday, August 17, 2011 10:35 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Install... Almost there!!! On Wed, Aug 17, 2011 at 07:11:51AM -0700, John Allman wrote: I did this `sed -n '/Set/s/^/# /p' RT_Config.pm RT_SiteConfig.pm` so that I could get all the possible options in my SiteConfig. Then uncommented the ones I wanted to make sure were correct. I've placed a copy of it below as well. (password is removed) Don't do this, only copy what you want to change. Otherwise you miss updates to defaults RT_Config.pm and are unable to tell what you've modified from stock. weaken is only available with the XS version of Scalar::Util at /root/hold/rt-4.0.1/sbin/../lib/RT/Interface/Web/Menu.pm line 57 You're using a vendor provided Scalar::Util module that doesn't have the function we need. Install it from cpan or from an up-to-date vendor package that doesn't have this bug. -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Dump all except tickets+attachments?
Replying to my thread starter from a few months ago. On 6/23/2011 11:32 AM, Jeff Blaine wrote: If anyone has any clever advice as to how to about this, I'd love to hear it. RT 3.8.7 + security patches, PostgreSQL 8.1.23, RHEL5 We need to replicate our production RT instance's data to a development instance (yes, backward), but we don't want to carry the ~6GB of *ticket and attachment* data (what else?) over to development. Essentially, we want the same environment in development as production, but with empty queues. Warning: Do not try this. It seemed to work fine, then weird things started popping up. Instead, dump everything from production, restore everything on the dev server, then shred the tickets on the dev server. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Linking Remedy and RT3
Hi. Parts of our company use Remedy and our branch uses RT3 as issue-trackers. Now I have to check if a linking between Remedy and one or mor RT3-Queues ist possible. Perhaps via Mail like a mail-link between 2 Queues on different RT3 Installations. Has someone done this before or any hints? With kind regards, Holger Baust -- holger.ba...@freenet.ag Tel.: +49 (0) 211 53087 519 Fax: +49 (0) 211 5381573 Mobil: +49 (0) 170 4930127 freenet Datenkommunikations GmbH Ein Unternehmen der freenet AG Willstaetterstraße 13 D-40549 Duesseldorf www.freenet.de www.mobilcom.de www.freenet.ag Geschaeftsfuehrung: Stephan Esch, Nicolas Tetau Sitz: Hamburg, Amtsgericht Hamburg HRB 88147 signature.asc Description: OpenPGP digital signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Install... Almost there!!!
On 08/17/2011 10:51 AM, John Allman wrote: Which is why I've commented out everything I'm not using. I'll be able to tell what I've changed from stock by what isn't commented out. Note the # in the sed command I also recommend not doing this. The commented out stock values in your siteconfig will get out of sync with RT_Config.pm when we update defaults, add new options, or remove old ones. You're setting yourself up for stock values which don't match reality, all for the small convenience of not having to look at two files. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Install... Almost there!!!
That did it! It's installed and running great now, thanks! But you've lost all of the documentation provided in RT_Config.pm Actually the comments are still there. The command doesn't make any changes to RT_Config.pm. what I did strips the comments out and puts the rest into RT_SiteConfig.pm. This way I get all the upgraded comments which I can go in and read but then when I go to make changes I don't have to sort through a huge file. It makes it much easier if I'm testing something new. I can also look and see if there are any conflicts or problems quickly without having to scroll through a huge file with a lot of comments. So I'm keeping the comments AND getting a easy to configure file for the changes I want to make. Plus I'll receive all the updates to the comments I need. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Wednesday, August 17, 2011 11:01 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Install... Almost there!!! On Wed, Aug 17, 2011 at 07:51:39AM -0700, John Allman wrote: Thank you for your responses... I'm not much of a perl person so the CPAN module thing is a little new to me. I've put in what I know from it below. As far as I can tell it is using the CPAN module... is there somewhere I need to look and see if something is conflicting? This is what looks right to me: # cpanm Scalar::Util Scalar::Util is up to date. (1.23) cpanm --force Scalar::Util Kevin Falcone: Don't do this, only copy what you want to change. Otherwise you miss updates to defaults RT_Config.pm and are unable to tell what you've modified from stock. Which is why I've commented out everything I'm not using. I'll be able to tell what I've changed from stock by what isn't commented out. Note the # in the sed command But you've lost all of the documentation provided in RT_Config.pm -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Install... Almost there!!!
I also recommend not doing this. The commented out stock values in your siteconfig will get out of sync with RT_Config.pm when we update defaults, add new options, or remove old ones. You're setting yourself up for stock values which don't match reality, all for the small convenience of not having to look at two files. This will be the case whether I do it or not. If I uncomment a value and change it then you change the value descriptor it doesn't matter whether I've put in all my possible values. When we do an upgrade which should only be once a year or I'm going to have to read the release no matter what to see if something we used has changed. The only reason an issue would arise is if the release notes were written poorly which could be the case but a simple 'diff' command will allow me to see any changes to this file. I don't take new releases lightly, especially to something as widely used as a ticketing system. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Wednesday, August 17, 2011 11:35 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Install... Almost there!!! On 08/17/2011 10:51 AM, John Allman wrote: Which is why I've commented out everything I'm not using. I'll be able to tell what I've changed from stock by what isn't commented out. Note the # in the sed command I also recommend not doing this. The commented out stock values in your siteconfig will get out of sync with RT_Config.pm when we update defaults, add new options, or remove old ones. You're setting yourself up for stock values which don't match reality, all for the small convenience of not having to look at two files. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] help with scrip (search correspond body)
Robert,
Have you tried creating two different resolve notification scrips? 1 for the
requestor (that uses a template with no content) and 1 for others that uses
a template with all the content? I'm not sure if that is what you wanted,
but it's a thought.
Kenn
LBNL
On Wed, Aug 17, 2011 at 1:34 AM, Robert Vicchiullo r...@hautelook.comwrote:
i am using the CommandByEmail.
the problem is when the helpdesk replies to emails it sends out the
commands to the requester.
i am trying to write some custom things to block those corresponds from
going to the requester. so if they someone closes a ticket via email the
requester will get the email with the Status: resolved in it as well as the
default templated email saying it was closed.
and i know we could send the requests to the comment email, but we are
coming from another ticketing system where there was only 1 email and i
would rather not have to have everyone always remember to do that. writing
this seemed like it would be pretty easy. just need to work out the kinks.
From: ruslan.zaki...@gmail.com [ruslan.zaki...@gmail.com] on behalf of
Ruslan Zakirov [r...@bestpractical.com]
Sent: Tuesday, August 16, 2011 3:49 PM
To: Robert Vicchiullo
Cc: RT-Users@lists.bestpractical.com
Subject: Re: [rt-users] help with scrip (search correspond body)
Hi,
What exactly are you trying to do? Why do you need custom condition
when RT has On Correspond out of the box?
On Wed, Aug 17, 2011 at 2:44 AM, Robert Vicchiullo r...@hautelook.com
wrote:
Ok that’s worked and I have the following
my $Content = $self-TransactionObj-Content;
if( $Content =~ m/Status: resolved/){
return 0;
}
return 1;
problem is when the Content does match and it does return 0;
it sends out an email and says This transaction appears to have no
content
-Original Message-
From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On
Behalf Of Ruslan Zakirov
Sent: Sunday, August 14, 2011 1:59 PM
To: Robert Vicchiullo
Cc: RT-Users@lists.bestpractical.com
Subject: Re: [rt-users] help with scrip (search correspond body)
On Sat, Aug 13, 2011 at 12:57 AM, Robert Vicchiullo r...@hautelook.com
wrote:
Need a little help and would appreciate any advice.
I am trying to write a scrip for
“On Correspond Notify Requestors and Ccs”
I have Condition set to User defined and stage set to transactionbatch.
In Custom condition I have:
my $Content = $self-TransactionObj-Attachments-First-Content;
Try the following:
$self-TransactionObj-Content;
It will find text part in the message and return it content.
[snip]
--
Best regards, Ruslan.
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Melbourne VIC, Australia November 28 29, 2011
* Barcelona, Spain November 28 29, 2011
--
Best regards, Ruslan.
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Melbourne VIC, Australia November 28 29, 2011
* Barcelona, Spain November 28 29, 2011
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Melbourne VIC, Australia November 28 29, 2011
* Barcelona, Spain November 28 29, 2011
Re: [rt-users] Looking for an example of how to send a different autoreply text based on the email address receiving the ticket
Hi,
Well finally the client has agreed to use a second queue and simple
normal auto-reply template.
Thanks very much for your help.
I think multi-language support in templates would be useful these days.
Gilbert.
On 17/08/2011 9:35 AM, Emmanuel Lacour wrote:
On Tue, Aug 16, 2011 at 01:59:46PM -0400, Gilbert Rebeiro wrote:
Hi,
We have 2 email addresses (1 for english speaking clients and 1 for
french speaking clients) that receive ticket requests.
I was wondering if anyone can help with an example of a scrip that
would send a different autoreply (english reply if sent to
supp...@domain.com) (french reply with sent to
supporttechni...@domain.com) when a new ticket is created in the
general queue depending on the email address that the ticket was
sent to.
So if I understand how it works, the template would contain some
perl code that examines the email address to and auto-replies using
one text else it replies with another text.
My idea (untested, needs error checking):
- create two standard templates: autoreply-fr, autoreply-en
- use a Custom action for the autoreply scrip with the following prepare code:
my $lang;
foreach my $header(qw(To Cc)) {
last (if $lang );
foreach my $recipient (Email::Address-parse($message-head-get( $header
) ) ) {
if ( $recipient =~ /^support\@domain\.com$/ ) {
$lang = 'en';
last;
} elsif ( $recipient =~ /^supporttechnique\@domain\.com$/ ) {
$lang = 'fr';
last;
}
}
}
# Default to english
$lang = 'en' unless ( $lang );
my $Template = RT::Template-new( $RT::SystemUser );
$Template-Load(autoreply-.$lang);
require RT::Action::Autoreply;
bless($self, 'RT::Action::Autoreply');
$self-{Argument} = 'Requestor';
$self-{TemplateObj} = $Template;
$self-Prepare;
return 1;
You can of course also use the header parsing code directly in the template,
but I like the idea to have template per language.
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Melbourne VIC, Australia November 28 29, 2011
* Barcelona, Spain November 28 29, 2011
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Melbourne VIC, Australia November 28 29, 2011
* Barcelona, Spain November 28 29, 2011
Re: [rt-users] Linking Remedy and RT3
Horst, We do something like that. We have a production job scheduler that runs day and night. When a job abends or ends in error, we have it send an email to a specific Queue, but different Queues for different sets of job. Each job has an email address where it can send emails. That way, a GL job that abends goes to the GL Queue and an AP job that abends goes to the AP Queue. Then, we set up a user in RT to be the From Email address of the job scheduler and give it rights to access the system. We set up those Queues to allow all privileged to CreateTickets, all other privileges are per group/role. Viola', we have have an email ticket for every job that abends and RT sends notification tickets to the people responsible for tickets in those Queues. You might be able to do the same kind of thing with Remedy. Hope this helps. Kenn LBNL On Wed, Aug 17, 2011 at 8:19 AM, Holger Baust holger.ba...@freenet.agwrote: Hi. Parts of our company use Remedy and our branch uses RT3 as issue-trackers. Now I have to check if a linking between Remedy and one or mor RT3-Queues ist possible. Perhaps via Mail like a mail-link between 2 Queues on different RT3 Installations. Has someone done this before or any hints? With kind regards, Holger Baust -- holger.ba...@freenet.ag Tel.: +49 (0) 211 53087 519 Fax: +49 (0) 211 5381573 Mobil: +49 (0) 170 4930127 freenet Datenkommunikations GmbH Ein Unternehmen der freenet AG Willstaetterstraße 13 D-40549 Duesseldorf www.freenet.de www.mobilcom.de www.freenet.ag Geschaeftsfuehrung: Stephan Esch, Nicolas Tetau Sitz: Hamburg, Amtsgericht Hamburg HRB 88147 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA — September 26 27, 2011 * San Francisco, CA, USA — October 18 19, 2011 * Washington DC, USA — October 31 November 1, 2011 * Melbourne VIC, Australia — November 28 29, 2011 * Barcelona, Spain — November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Looking for an example of how to send a different autoreply text based on the email address receiving the ticket
On Wed, Aug 17, 2011 at 12:44:30PM -0400, Gilbert Rebeiro wrote: I think multi-language support in templates would be useful these days. How do you handle a template sending mail to 4 people at the same time (all CCs or all Requestors) all of who speak a different language? There's some more fundamental changes that need to happen to mail processing to make it easy. -kevin pgpSuki2MlLo0.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] [Rt-announce] RT 4.0.2 Released
I'm happy to announce that RT 4.0.2 is now available. http://download.bestpractical.com/pub/rt/release/rt-4.0.2.tar.gz http://download.bestpractical.com/pub/rt/release/rt-4.0.2.tar.gz.sig SHA1 sums 224892197ea64598ab9d5ee7dab90fa5723ddc05 rt-4.0.2.tar.gz e64614c2092c9ec0968b307417c937ee0d01624c rt-4.0.2.tar.gz.sig Continuing with our goal of faster release cycles and smaller changes between releases in a stable series, this release primarily contains fixes for a number of minor bugs. It also includes documentation updates and removal of an inefficient javascript minification option. Notable changes include: * Ability to reference global CFs by Name in RT::Action::CreateTickets * Installation of the docs/ directory into /opt/rt4/docs * Removal of the incomplete --binary flag option for the full-text search indexer * Fixes for a regression that caused group dashboards to vanish after creation and not appear in the list of dashboards * Rewritten forward functionality to generate mail that better represents the original messages received by RT * Removal of the pure Perl Javascript::Minifier module which slowed down the first request to new webserver children. jsmin or another external minifier is now required to minify RT's javascript. Refer to the section about $JSMinPath in `perldoc /opt/rt4/etc/RT_Config.pm` for how to configure jsmin. A complete changelog is available from git by running `git log rt-4.0.1..rt-4.0.2` on the stable (4.0-trunk) branch. Thomas ___ RT-Announce mailing list rt-annou...@lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Looking for an example of how to send a different autoreply text based on the email address receiving the ticket
Well it is more that if a client is flagged as french the auto-responder would be one in french. If we were communicating with someone it would be a human making the determination as to which language should be used, if there were 4 people etc. I would see enabling languages (fr, es, etc) then having default templates for enabled languages. The language flag on the user would determine the template used to auto-respond. Just my thoughts. On 17/08/2011 1:06 PM, Kevin Falcone wrote: On Wed, Aug 17, 2011 at 12:44:30PM -0400, Gilbert Rebeiro wrote: I think multi-language support in templates would be useful these days. How do you handle a template sending mail to 4 people at the same time (all CCs or all Requestors) all of who speak a different language? There's some more fundamental changes that need to happen to mail processing to make it easy. -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA --- September 26 27, 2011 * San Francisco, CA, USA --- October 18 19, 2011 * Washington DC, USA --- October 31 November 1, 2011 * Melbourne VIC, Australia --- November 28 29, 2011 * Barcelona, Spain --- November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Looking for an example of how to send a different autoreply text based on the email address receiving the ticket
ok so I created a new queue called fr
I will do a simple autoreply that is bound to this queue.
I used the condition
my $Ticket = $self-TicketObj;
my $Transaction = $self-TransactionObj;
if ( ($Transaction - Type eq 'Create')
!($Ticket-QueueObj-Name eq 'fr' ) )
{ return (1); }
else
{return (undef); }
But it doesn't seem to be limited to only this queue called fr
What am I doing wrong?
Also I would like to have the ticket moved to the general queue after
the auto-reply is there a simple way to do this?
Thanks,
Gilbert.
On 17/08/2011 1:38 PM, Gilbert Rebeiro wrote:
Well it is more that if a client is flagged as french the
auto-responder would be one in french.
If we were communicating with someone it would be a human making the
determination as to which language should be used, if there were 4
people etc.
I would see enabling languages (fr, es, etc) then having default
templates for enabled languages.
The language flag on the user would determine the template used to
auto-respond.
Just my thoughts.
On 17/08/2011 1:06 PM, Kevin Falcone wrote:
On Wed, Aug 17, 2011 at 12:44:30PM -0400, Gilbert Rebeiro wrote:
I think multi-language support in templates would be useful these days.
How do you handle a template sending mail to 4 people at the same time
(all CCs or all Requestors) all of who speak a different language?
There's some more fundamental changes that need to happen to mail
processing to make it easy.
-kevin
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA --- September 26 27, 2011
* San Francisco, CA, USA --- October 18 19, 2011
* Washington DC, USA --- October 31 November 1, 2011
* Melbourne VIC, Australia --- November 28 29, 2011
* Barcelona, Spain --- November 28 29, 2011
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Melbourne VIC, Australia November 28 29, 2011
* Barcelona, Spain November 28 29, 2011
Re: [rt-users] RT logs in wrong timezone
Ok, Ruslan.
Now I edited my RT_SiteConfig.pm to that:
# LOGGING:
Set($LogToSyslog, 'debug');
Set(@LogToSyslogConf,
ident = 'RTTEST',
facility = 'local0',
socket = [{type = 'udp', host = 'localhost', port = 514 }],
);
Set($LogToSTDERR, 'warning'); # former LogToScreen
And in the Syslog-ng.conf I did:
# Send the messages to an other host
#
destination remote { udp(10.1.1.10 port(514)); };
Until now, my main Syslog server is logging nothing. How to debug that?
Regards,
--
### At PoP-SP/RNP, every day is an IPv6 day ###
Wagner Pereira
PoP-SP/RNP - Ponto de Presença da RNP em São Paulo
CCE/USP - Centro de Computação Eletrônica da Universidade de São Paulo
http://www.pop-sp.rnp.br
Fixo. +55 11 3091-8901
Móvel. +55 11 9923-9554
fone@RNP: 10158902
Em 16/08/2011 18:41, Ruslan Zakirov escreveu:
On Tue, Aug 16, 2011 at 11:10 PM, Wagner Pereirawpere...@pop-sp.rnp.br wrote:
Ruslan,
I found the configuration...
destination remote_server { udp(10.0.0.2 port(514)); };
No idea where you found that. I was referring to RT_Config.pm.
http://requesttracker.wikia.com/wiki/LogsConfig#Logging_into_syslog
...and restarted the daemon successfully.
But what exactly remote_server means?
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Melbourne VIC, Australia November 28 29, 2011
* Barcelona, Spain November 28 29, 2011
Re: [rt-users] RT logs in wrong timezone
On Wed, Aug 17, 2011 at 10:43 PM, Wagner Pereira wpere...@pop-sp.rnp.br wrote:
Ok, Ruslan.
Now I edited my RT_SiteConfig.pm to that:
# LOGGING:
Set($LogToSyslog, 'debug');
Set(@LogToSyslogConf,
ident = 'RTTEST',
facility = 'local0',
socket = [{type = 'udp', host = 'localhost', port = 514 }],
);
You said that you want to log directly to remote syslog host from RT.
You didn't mention that you have local syslog daemon that redirects
messages to remote host.
You have two options:
1) Drop LogToSyslogConf in RT_SiteConfig.pm that will give RT and
modules it uses to find most appropriate way to connect to local
syslog daemon. Configure local syslog daemon to forward messages
and/or store them locally or do whatever you like with them, but using
local syslog's configs.
2) Set LogToSyslogConf in RT properly to send messages to remote
syslog daemon directly. Reminder: this requires quite new version of
Sys::Syslog module from the CPAN.
I would recommend you to go with option 1). First of all test that
local syslog daemon actually connects to remote server and redirects
messages.
Set($LogToSTDERR, 'warning'); # former LogToScreen
And in the Syslog-ng.conf I did:
# Send the messages to an other host
#
destination remote { udp(10.1.1.10 port(514)); };
Until now, my main Syslog server is logging nothing. How to debug that?
Regards,
--
Best regards, Ruslan.
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Melbourne VIC, Australia November 28 29, 2011
* Barcelona, Spain November 28 29, 2011
Re: [rt-users] Looking for an example of how to send a different autoreply text based on the email address receiving the ticket
On Wed, Aug 17, 2011 at 10:08 PM, Gilbert Rebeiro gilb...@dido.ca wrote:
ok so I created a new queue called fr
I will do a simple autoreply that is bound to this queue.
I used the condition
my $Ticket = $self-TicketObj;
my $Transaction = $self-TransactionObj;
if ( ($Transaction - Type eq 'Create')
!($Ticket-QueueObj-Name eq 'fr' ) )
{ return (1); }
else
{return (undef); }
But it doesn't seem to be limited to only this queue called fr
What am I doing wrong?
Do all the staff in your team speak all languages you provide support
in? Usually it's not the case. Even if it's now, later it may be
different. It's better to use different queues for different languages
and give staff rights depending on language they know.
In this case you don't need custom conditions. You just use different
mail addresses for different languages (you do it already) and map
addresses to different queues. Override default templates in queues:
http://requesttracker.wikia.com/wiki/Template#What_if_I_want_to_override_a_global_template_for_one_of_my_queues.3F
Also I would like to have the ticket moved to the general queue after the
auto-reply is there a simple way to do this?
Thanks,
Gilbert.
On 17/08/2011 1:38 PM, Gilbert Rebeiro wrote:
Well it is more that if a client is flagged as french the auto-responder
would be one in french.
If we were communicating with someone it would be a human making the
determination as to which language should be used, if there were 4 people
etc.
I would see enabling languages (fr, es, etc) then having default templates
for enabled languages.
The language flag on the user would determine the template used to
auto-respond.
Just my thoughts.
On 17/08/2011 1:06 PM, Kevin Falcone wrote:
On Wed, Aug 17, 2011 at 12:44:30PM -0400, Gilbert Rebeiro wrote:
I think multi-language support in templates would be useful these days.
How do you handle a template sending mail to 4 people at the same time
(all CCs or all Requestors) all of who speak a different language?
There's some more fundamental changes that need to happen to mail
processing to make it easy.
-kevin
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA — September 26 27, 2011
* San Francisco, CA, USA — October 18 19, 2011
* Washington DC, USA — October 31 November 1, 2011
* Melbourne VIC, Australia — November 28 29, 2011
* Barcelona, Spain — November 28 29, 2011
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA — September 26 27, 2011
* San Francisco, CA, USA — October 18 19, 2011
* Washington DC, USA — October 31 November 1, 2011
* Melbourne VIC, Australia — November 28 29, 2011
* Barcelona, Spain — November 28 29, 2011
--
Best regards, Ruslan.
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Melbourne VIC, Australia November 28 29, 2011
* Barcelona, Spain November 28 29, 2011
Re: [rt-users] help with scrip (search correspond body)
Hi,
Instead of customizing conditions you should probably take a look into
templates. Each template that inserts Content of a message into
outgoing email has { $Transaction-Content } block. You can change
content in that block. In your case I think you want to delete
commands from the content.
On Wed, Aug 17, 2011 at 12:34 PM, Robert Vicchiullo r...@hautelook.com wrote:
i am using the CommandByEmail.
the problem is when the helpdesk replies to emails it sends out the commands
to the requester.
i am trying to write some custom things to block those corresponds from going
to the requester. so if they someone closes a ticket via email the requester
will get the email with the Status: resolved in it as well as the default
templated email saying it was closed.
and i know we could send the requests to the comment email, but we are coming
from another ticketing system where there was only 1 email and i would rather
not have to have everyone always remember to do that. writing this seemed
like it would be pretty easy. just need to work out the kinks.
From: ruslan.zaki...@gmail.com [ruslan.zaki...@gmail.com] on behalf of Ruslan
Zakirov [r...@bestpractical.com]
Sent: Tuesday, August 16, 2011 3:49 PM
To: Robert Vicchiullo
Cc: RT-Users@lists.bestpractical.com
Subject: Re: [rt-users] help with scrip (search correspond body)
Hi,
What exactly are you trying to do? Why do you need custom condition
when RT has On Correspond out of the box?
On Wed, Aug 17, 2011 at 2:44 AM, Robert Vicchiullo r...@hautelook.com wrote:
Ok that’s worked and I have the following
my $Content = $self-TransactionObj-Content;
if( $Content =~ m/Status: resolved/){
return 0;
}
return 1;
problem is when the Content does match and it does return 0;
it sends out an email and says This transaction appears to have no content
-Original Message-
From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf
Of Ruslan Zakirov
Sent: Sunday, August 14, 2011 1:59 PM
To: Robert Vicchiullo
Cc: RT-Users@lists.bestpractical.com
Subject: Re: [rt-users] help with scrip (search correspond body)
On Sat, Aug 13, 2011 at 12:57 AM, Robert Vicchiullo r...@hautelook.com
wrote:
Need a little help and would appreciate any advice.
I am trying to write a scrip for
“On Correspond Notify Requestors and Ccs”
I have Condition set to User defined and stage set to transactionbatch.
In Custom condition I have:
my $Content = $self-TransactionObj-Attachments-First-Content;
Try the following:
$self-TransactionObj-Content;
It will find text part in the message and return it content.
[snip]
--
Best regards, Ruslan.
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Melbourne VIC, Australia November 28 29, 2011
* Barcelona, Spain November 28 29, 2011
--
Best regards, Ruslan.
--
Best regards, Ruslan.
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Melbourne VIC, Australia November 28 29, 2011
* Barcelona, Spain November 28 29, 2011
Re: [rt-users] Looking for an example of how to send a different autoreply text based on the email address receiving the ticket
Hi,
Yes so all do speak all the languages that we support.
I was able to override the auto-reply by deleteing the global scrip and
creating a scrip per queue so that is good.
I created a scrip to move the ticket from my fr queue to the General queue.
Condition: On Create
Action: User Defined
Template: Blank
Stage: TransactionCreate
Custom Condition: return 1;
Custom Action cleanup code:
# Change queue
my $newqueue = General;
my $T_Obj = $self-TicketObj;
$RT::Logger-info(Auto assign ticket #. $T_Obj-id . to queue #.
$newqueue );
my ($status, $msg) = $T_Obj-SetQueue($newqueue);
unless ($status) {
$RT::Logger-warning(unable to set new queue: $msg);
return undef;
}
return 1;
It doesn't work and I don't know how to debug it?
Is it being processed?
Where is it going wrong?
Any suggestions would be great.
Thanks,
Gilbert.
On 17/08/2011 3:23 PM, Ruslan Zakirov wrote:
On Wed, Aug 17, 2011 at 10:08 PM, Gilbert Rebeirogilb...@dido.ca wrote:
ok so I created a new queue called fr
I will do a simple autoreply that is bound to this queue.
I used the condition
my $Ticket = $self-TicketObj;
my $Transaction = $self-TransactionObj;
if ( ($Transaction - Type eq 'Create')
!($Ticket-QueueObj-Name eq 'fr' ) )
{ return (1); }
else
{return (undef); }
But it doesn't seem to be limited to only this queue called fr
What am I doing wrong?
Do all the staff in your team speak all languages you provide support
in? Usually it's not the case. Even if it's now, later it may be
different. It's better to use different queues for different languages
and give staff rights depending on language they know.
In this case you don't need custom conditions. You just use different
mail addresses for different languages (you do it already) and map
addresses to different queues. Override default templates in queues:
http://requesttracker.wikia.com/wiki/Template#What_if_I_want_to_override_a_global_template_for_one_of_my_queues.3F
Also I would like to have the ticket moved to the general queue after the
auto-reply is there a simple way to do this?
Thanks,
Gilbert.
On 17/08/2011 1:38 PM, Gilbert Rebeiro wrote:
Well it is more that if a client is flagged as french the auto-responder
would be one in french.
If we were communicating with someone it would be a human making the
determination as to which language should be used, if there were 4 people
etc.
I would see enabling languages (fr, es, etc) then having default templates
for enabled languages.
The language flag on the user would determine the template used to
auto-respond.
Just my thoughts.
On 17/08/2011 1:06 PM, Kevin Falcone wrote:
On Wed, Aug 17, 2011 at 12:44:30PM -0400, Gilbert Rebeiro wrote:
I think multi-language support in templates would be useful these days.
How do you handle a template sending mail to 4 people at the same time
(all CCs or all Requestors) all of who speak a different language?
There's some more fundamental changes that need to happen to mail
processing to make it easy.
-kevin
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA — September 26 27, 2011
* San Francisco, CA, USA — October 18 19, 2011
* Washington DC, USA — October 31 November 1, 2011
* Melbourne VIC, Australia — November 28 29, 2011
* Barcelona, Spain — November 28 29, 2011
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA — September 26 27, 2011
* San Francisco, CA, USA — October 18 19, 2011
* Washington DC, USA — October 31 November 1, 2011
* Melbourne VIC, Australia — November 28 29, 2011
* Barcelona, Spain — November 28 29, 2011
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Melbourne VIC, Australia November 28 29, 2011
* Barcelona, Spain November 28 29, 2011
[rt-users] How to Delegate approval rights
I have an approval mechanism set up and working nicely. Users are now asking me how they can delegate their approval authority - Can someone show me how to do it. Thanks Naweed - The information contained in this e-mail message is intended only for the personal and confidential use of the recipient(s) named above. This message may be an attorney-client communication and/or work product and as such is privileged and confidential. If the reader of this message is not the intended recipient or an agent responsible for delivering it to the intended recipient, you are hereby notified that you have received this document in error and that any review, dissemination, distribution, or copying of this message is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail, and delete the original message. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Request Tracker 4.0.1 and Asset Tracker Extension
Does anyone know if Asset Tracker will work with Request Tracker 4? I tried the install and it seemed to run correctly, but it doesn't look like anything has been added to RequestTracker. I verified that the installation added to the plugins directory and added the db tables. I do have RTx::AssetTracker added to my config file and I have restarted the web server. Appreciate the help - Jim RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Request Tracker 4.0.1 and Asset Tracker Extension
Jim, I haven't had a chance to commit the updates. If you want I can send you a tar file with the updated files and in return you can help pinpoint any problems. Agree? -Todd On Wed, Aug 17, 2011 at 5:36 PM, Jim Lesinski jim.lesin...@gmail.com wrote: Does anyone know if Asset Tracker will work with Request Tracker 4? I tried the install and it seemed to run correctly, but it doesn't look like anything has been added to RequestTracker. I verified that the installation added to the plugins directory and added the db tables. I do have RTx::AssetTracker added to my config file and I have restarted the web server. Appreciate the help - Jim RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA — September 26 27, 2011 * San Francisco, CA, USA — October 18 19, 2011 * Washington DC, USA — October 31 November 1, 2011 * Melbourne VIC, Australia — November 28 29, 2011 * Barcelona, Spain — November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Request Tracker 4.0.1 and Asset Tracker Extension
Hi Todd, That would be perfect. We're looking at implementing RT right now so I can't say we'd be the best test case, but I'll certainly provide feedback where ever I can. Thanks so much! Jim On Wed, Aug 17, 2011 at 5:38 PM, Todd Chapman t...@chaka.net wrote: Jim, I haven't had a chance to commit the updates. If you want I can send you a tar file with the updated files and in return you can help pinpoint any problems. Agree? -Todd On Wed, Aug 17, 2011 at 5:36 PM, Jim Lesinski jim.lesin...@gmail.com wrote: Does anyone know if Asset Tracker will work with Request Tracker 4? I tried the install and it seemed to run correctly, but it doesn't look like anything has been added to RequestTracker. I verified that the installation added to the plugins directory and added the db tables. I do have RTx::AssetTracker added to my config file and I have restarted the web server. Appreciate the help - Jim RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA — September 26 27, 2011 * San Francisco, CA, USA — October 18 19, 2011 * Washington DC, USA — October 31 November 1, 2011 * Melbourne VIC, Australia — November 28 29, 2011 * Barcelona, Spain — November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Dump all except tickets+attachments?
On Wed, Aug 17, 2011 at 8:01 AM, Jeff Blaine jbla...@kickflop.net wrote: Replying to my thread starter from a few months ago. On 6/23/2011 11:32 AM, Jeff Blaine wrote: If anyone has any clever advice as to how to about this, I'd love to hear it. RT 3.8.7 + security patches, PostgreSQL 8.1.23, RHEL5 We need to replicate our production RT instance's data to a development instance (yes, backward), but we don't want to carry the ~6GB of *ticket and attachment* data (what else?) over to development. Essentially, we want the same environment in development as production, but with empty queues. Warning: Do not try this. It seemed to work fine, then weird things started popping up. Instead, dump everything from production, restore everything on the dev server, then shred the tickets on the dev server. I had a use case similar to this (backporting production DB to a dev environment, wanting to drop all tickets and related data but preserve everything else). In my case I had tried to shred the tickets but ran into an error to the effect of too many tickets specified by the shredder resulting in too long of a GET request URI length for the server. I concluded that shredding that many tickets from the UI wasn't going to work and there must be a better way. Is this right, or is there some way of massaging a deployment to delete a largish number of tickets? (In our case it was something like ~3500 tickets in the four RTIR queues). Happy to post back with details if needed. -- Darren Spruell phatbuck...@gmail.com RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
