[rt-users] Group Signature
All, I'm enjoying configuring RT 4. It is so clean and simple. I was wondering if it is possible to configure a group signature for the group instead of individual user signature. We have a IT team group with 50 admins. I'd like all of the users to carry a signature that has a URL link, phone number, address and email. Rather than requesting all users to add a signature to their accounts, I was wondering if we could add it to the group. I did not see anything like that. It would be nice to have this signature attached to all the responses. Steve RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] PriorityAsAString plugin question
All, I have a Priority as a String plugin configured. Here is my configuration below. Set( %PriorityAsString, ( Low = 0, Low-Med = 25, Med = 50, High = 100 ) ); Set( @PriorityAsStringOrder, qw( High Med Low-Med Low ) ); In RT Priority, I now see, Priority: Low-Med/Low-Med or Med/Med I'd like to see only one of those. The Priority gets repeated after a / Is there any way I can get around it? Thanks! Steve RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] working RT3.8.8 since Nov-2010 now fails login with blank page
Hi Kevin, Thanks very much for reading the logs in better details than myself :) i.e. 120104 8:21:24 [ERROR] /usr/sbin/mysqld: Table './rt3/sessions' is marked as crashed I have managed to get the schema of sessions table and replace it. RT 3.8.8 now functioning normally. Thank very much once again. Oliver On Wed, 4 Jan 2012, Kevin Falcone wrote: On Wed, Jan 04, 2012 at 12:27:31PM +, o.n...@cs.ucc.ie wrote: Hi Kevin, yes thanks for your reply. The log in /var/log/mysql has:- 120104 8:21:24 [ERROR] /usr/sbin/mysqld: Table './rt3/sessions' is marked as crashed and last (automatic?) repair failed InnoDB: Database page corruption on disk or a failed InnoDB: file read of page 21225. InnoDB: You may have to recover from a backup. 120104 8:22:52 InnoDB: Page dump in ascii and hex (16384 bytes): len 16384; hex f6c2475b52e952ea6366b80f45b . cut big hex dump file. the apache log has:- [Tue Jan 03 09:44:59 2012] [notice] Apache/2.2.17 (Unix) mod_perl/2.0.4 Perl/v5.10.1 configured -- resuming normal operations [Tue Jan 03 09:45:07 2012] [notice] child pid 1646 exit signal Segmentation fault (11) [Tue Jan 03 09:57:34 2012] [error] [client 143.239.74.160] Connect Failed Can't connect to local MySQL server through socket '/var/run/mysqld/ mysqld.sock' (111)\n at /opt/rt3/bin/../lib/RT.pm line 206 Running: /opt/rt3/sbin# ./rt-validator --check it runs for several minutes and returns nothing. The RT Db is accessible via mysql cmd line tools ok. But I did not try to read every table. rt-validator doesn't check every table that RT uses. It sounds like you had a big mysql crash and you should be using the mysql tools to validate every table. If only sessions is corrupt, you can always drop and recreate it since the information in there is temporary. -kevin -- Oliver Nash CSSG Computer Science UCC - RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Strip the requestor
$self-TicketObj-DeleteWatcher(
Type = 'Requestor',
Email = 'randy.bl...@buckle.com',
Silent = 1);
Omit the Silent if you want an History entry.
-Chris
Am 04.01.2012 23:10, schrieb Randy Black:
Anyone?
Need to strip the requestor on create for a specific queue.
Thanks,
Randy
*From:*rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Randy Black
*Sent:* Wednesday, January 04, 2012 2:01 PM
*To:* rt-users@lists.bestpractical.com
*Subject:* [rt-users] Strip the requestor
I need to strip the requestor from tickets belonging to a queue. How do
I do that?
This seems to not be working:
my $newqueue = Contact\ Us;
my $newrequestor = nobody;
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;
}
$RT::Logger-info(Auto assign ticket #. $T_Obj-id . to user #.
$newrequestor );
my ($status, $msg) = $self-TicketObj-SetRequestor( $newrequestor );
unless( $status ) {
$RT::Logger-error( Impossible to assign the ticket to $newrequestor:
$msg );
return undef;
}
return 1;
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5 6, 2012
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
Re: [rt-users] Strip the requestor
Thanks! But what is the wild card for the email value? I need them all
stripped.
Thanks again!
-Original message-
From: Christian Loos chr.l...@googlemail.com
To: Randy Black randy.bl...@buckle.com
Cc: rt-users@lists.bestpractical.com
Sent: Thu, Jan 5, 2012 10:59:01 GMT+00:00
Subject: Re: Strip the requestor
$self-TicketObj-DeleteWatcher(
Type = 'Requestor',
Email = 'randy.bl...@buckle.com',
Silent = 1);
Omit the Silent if you want an History entry.
-Chris
Am 04.01.2012 23:10, schrieb Randy Black:
Anyone?
Need to strip the requestor on create for a specific queue.
Thanks,
Randy
*From:*rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Randy Black
*Sent:* Wednesday, January 04, 2012 2:01 PM
*To:* rt-users@lists.bestpractical.com
*Subject:* [rt-users] Strip the requestor
I need to strip the requestor from tickets belonging to a queue. How do
I do that?
This seems to not be working:
my $newqueue = Contact\ Us;
my $newrequestor = nobody;
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;
}
$RT::Logger-info(Auto assign ticket #. $T_Obj-id . to user #.
$newrequestor );
my ($status, $msg) = $self-TicketObj-SetRequestor( $newrequestor );
unless( $status ) {
$RT::Logger-error( Impossible to assign the ticket to $newrequestor:
$msg );
return undef;
}
return 1;
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5 6, 2012
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
[rt-users] RES: Sphinx fulltext index v4.0.4
Hello, I installed everything as described here by Dale/ documentation from docs/full_text_indexing.podc , documentarion by sphinxsearch but i got this error: RT: DBD::mysql::st execute failed: Unable to connect to foreign data source: failed to resolve searchd host (name=localhost) at /usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm line 587. (/usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm:587) Jan 5 08:45:16 rt4 RT: RT::Handle=HASH(0x7faacbf8ec58) couldn't execute the query 'SELECT COUNT(DISTINCT main.id) FROM Tickets main JOIN Transactions Transactions_1 ON ( Transactions_1.ObjectType = 'RT::Ticket' ) AND ( Transactions_1.ObjectId = main.id ) JOIN Attachments Attachments_2 ON ( Attachments_2.TransactionId = Transactions_1.id ) JOIN AttachmentsIndex AttachmentsIndex_3 ON ( AttachmentsIndex_3.id = Attachments_2.id ) WHERE (main.Status != 'deleted') AND (main.Queue = '23' AND ( AttachmentsIndex_3.query = 'ESEF;limit=1;maxmatches=1' ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) ' at /usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm line 600 The Mysql server is running on localhost and the firewall is off(Devel server) and SELINUX is disabled. DBIx::SearchBuilder is up to date. Any ideas? Luciano -Mensagem original- De: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Em nome de Luciano Ernesto da Silva Enviada em: sexta-feira, 30 de dezembro de 2011 10:49 Para: Poulter, Dale Cc: rt-users@lists.bestpractical.com Assunto: Re: [rt-users] Sphinx fulltext index v4.0.4 Thanks for you help! Luciano -Original Message- From: Poulter, Dale [mailto:dale.poul...@vanderbilt.edu] Sent: Thu 12/29/2011 4:42 PM To: Luciano Ernesto da Silva Cc: rt-users@lists.bestpractical.com Subject: RE: [rt-users] Sphinx fulltext index v4.0.4 Here is the process I used. From Mysql-5.5.17 source Move the sphinx source directory msqlse (I used sphinx-2.0.2-beta) to storage/sphinx in the source tree cmake \ -DWITH_UNIXODBC=1 \ -DWITH_INNOBASE_STORAGE_ENGINE=1 \ -DWITH_ARCHIVE_STORAGE_ENGINE=1 \ -DWITH_SPHINX_STORAGE_ENGINE=1 \ -DDEFAULT_CHARSET=utf8 \ -DDEFAULT_COLLATION=utf8_general_ci \ -DWITH_SSL=yes Once mysql is compiled and installed you just need to install the plugin mysql INSTALL PLUGIN sphinx SONAME 'ha_sphinx.so'; mysqls elect * from mysql.plugin; This should indicated that the sphinx plugin is installed. -Original Message- From: Luciano Ernesto da Silva [mailto:luci...@cpd.ufrgs.br] Sent: Thursday, December 29, 2011 12:27 PM To: Poulter, Dale Cc: rt-users@lists.bestpractical.com Subject: RE: [rt-users] Sphinx fulltext index v4.0.4 Hello Dale, Can you point me how did you compiled sphinxSE with MySQL? I tryed compile MySQL 5.1.41 with sphinx, but not worked for me in Ubuntu 10.04, following instructions from Sphinx site. Thanks Luciano -Original Message- From: rt-users-boun...@lists.bestpractical.com on behalf of Poulter, Dale Sent: Thu 12/29/2011 1:15 PM To: Ruslan Zakirov Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Sphinx fulltext index v4.0.4 Thanks. I was just about to send out a note. It appears the v4 was installed on top of the v3.8.5 instance which caused many issues. I did a clean install and everything is working as of a few minutes ago. Thanks again for all of your help! -Original Message- From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of Ruslan Zakirov Sent: Thursday, December 29, 2011 9:14 AM To: Poulter, Dale Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Sphinx fulltext index v4.0.4 Hi, Looks like your RT 4 instance is installed incorrectly. Log says that RT loads libraries from RT 3.8 instance and this shouldn't happen. On Thu, Dec 29, 2011 at 17:26, Poulter, Dale dale.poul...@vanderbilt.edu wrote: Here is the output from the debug log. The mysql log did not have any errors. [Thu Dec 29 13:01:54 2011] [error]: Found more than one occurrence of the /Callbacks/AssetTracker/autohandler/Default callback. This may cause only one of the callbacks to run. Look for the duplicate Callback in your /apps/rt385/local/html /apps/rt385/local/plugins/RT-Authen-ExternalAuth/html /apps/rt385/local/plugins/RT-Extension-MergeUsers/html /apps/rt385/local/plugins/RT-Extension-MergeUsersHistory/html /apps/rt385/local/plugins/RT-Extension-MandatorySubject/html /apps/rt385/local/plugins/RT-Extension-SummaryByUser/html /apps/rt385/local/plugins/RT-Extension-MobileUI/html /apps/rt385/share/html (/apps/rt385/sbin/../lib/RT/Interface/Web/Request.pm:133) [Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202) [Thu Dec 29 13:02:21 2011] [warning]: RT::InactiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:222) [Thu Dec 29
[rt-users] Error with scrip2 'On Owner change'
Hi, I have problem with global script 2 'On Owner Change notify Owner': 1.-I create a new ticket and put owner (for example 'Person1' , where his email is examp...@example.com) 2.-In another account, I open the same ticket and steal. 3.-I see this in terminal: [Thu Jan 5 11:40:44 2012] [info]: ***@cesca.cat #247/2135 - Scrip 2 On Owner Change Notify Owner [Thu Jan 5 11:40:44 2012] [info]: ***@cesca.cat No recipients found. Not sending. It is normal? I want that RT sent email to Person 1 (examp...@example.com) when another person steal her ticket. Thanks! -- ... __ / / Daniel García Mejía C E / S / C A Portals i Repositoris /_/ Centre de Serveis Científics i Acadèmics de Catalunya Gran Capità, 2-4 (Edifici Nexus) - 08034 Barcelona T. (NULL) - F. 93 205 6979 - dgar...@cesca.cat ... RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Strip the requestor
There is no wildcard value. You have to remove each requestor. You can loop over $self-TicketObj-RequestorAddresses -Chris Am 05.01.2012 12:22, schrieb Randy Black: Thanks! But what is the wild card for the email value? I need them all stripped. Thanks again! RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] RES: Sphinx fulltext index v4.0.4
Sounds like it cannot connect to the sphinx server. Can you confirm that sphinx is running (ps -eaf |grep searchd ) and that it is running on the port specified in the attachmentsindex create statement (mysql show create table AttachmentsIndex; )? I believe the default port is 9312 but the documents at http://blog.bestpractical.com/2011/06/full-text-searching.html indicate that the port is 3312. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Luciano Ernesto da Silva Sent: Thursday, January 05, 2012 5:24 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] RES: Sphinx fulltext index v4.0.4 Hello, I installed everything as described here by Dale/ documentation from docs/full_text_indexing.podc , documentarion by sphinxsearch but i got this error: RT: DBD::mysql::st execute failed: Unable to connect to foreign data source: failed to resolve searchd host (name=localhost) at /usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm line 587. (/usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm:587) Jan 5 08:45:16 rt4 RT: RT::Handle=HASH(0x7faacbf8ec58) couldn't execute the query 'SELECT COUNT(DISTINCT main.id) FROM Tickets main JOIN Transactions Transactions_1 ON ( Transactions_1.ObjectType = 'RT::Ticket' ) AND ( Transactions_1.ObjectId = main.id ) JOIN Attachments Attachments_2 ON ( Attachments_2.TransactionId = Transactions_1.id ) JOIN AttachmentsIndex AttachmentsIndex_3 ON ( AttachmentsIndex_3.id = Attachments_2.id ) WHERE (main.Status != 'deleted') AND (main.Queue = '23' AND ( AttachmentsIndex_3.query = 'ESEF;limit=1;maxmatches=1' ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) ' at /usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm line 600 The Mysql server is running on localhost and the firewall is off(Devel server) and SELINUX is disabled. DBIx::SearchBuilder is up to date. Any ideas? Luciano -Mensagem original- De: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Em nome de Luciano Ernesto da Silva Enviada em: sexta-feira, 30 de dezembro de 2011 10:49 Para: Poulter, Dale Cc: rt-users@lists.bestpractical.com Assunto: Re: [rt-users] Sphinx fulltext index v4.0.4 Thanks for you help! Luciano -Original Message- From: Poulter, Dale [mailto:dale.poul...@vanderbilt.edu] Sent: Thu 12/29/2011 4:42 PM To: Luciano Ernesto da Silva Cc: rt-users@lists.bestpractical.com Subject: RE: [rt-users] Sphinx fulltext index v4.0.4 Here is the process I used. From Mysql-5.5.17 source Move the sphinx source directory msqlse (I used sphinx-2.0.2-beta) to storage/sphinx in the source tree cmake \ -DWITH_UNIXODBC=1 \ -DWITH_INNOBASE_STORAGE_ENGINE=1 \ -DWITH_ARCHIVE_STORAGE_ENGINE=1 \ -DWITH_SPHINX_STORAGE_ENGINE=1 \ -DDEFAULT_CHARSET=utf8 \ -DDEFAULT_COLLATION=utf8_general_ci \ -DWITH_SSL=yes Once mysql is compiled and installed you just need to install the plugin mysql INSTALL PLUGIN sphinx SONAME 'ha_sphinx.so'; mysqls elect * from mysql.plugin; This should indicated that the sphinx plugin is installed. -Original Message- From: Luciano Ernesto da Silva [mailto:luci...@cpd.ufrgs.br] Sent: Thursday, December 29, 2011 12:27 PM To: Poulter, Dale Cc: rt-users@lists.bestpractical.com Subject: RE: [rt-users] Sphinx fulltext index v4.0.4 Hello Dale, Can you point me how did you compiled sphinxSE with MySQL? I tryed compile MySQL 5.1.41 with sphinx, but not worked for me in Ubuntu 10.04, following instructions from Sphinx site. Thanks Luciano -Original Message- From: rt-users-boun...@lists.bestpractical.com on behalf of Poulter, Dale Sent: Thu 12/29/2011 1:15 PM To: Ruslan Zakirov Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Sphinx fulltext index v4.0.4 Thanks. I was just about to send out a note. It appears the v4 was installed on top of the v3.8.5 instance which caused many issues. I did a clean install and everything is working as of a few minutes ago. Thanks again for all of your help! -Original Message- From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of Ruslan Zakirov Sent: Thursday, December 29, 2011 9:14 AM To: Poulter, Dale Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Sphinx fulltext index v4.0.4 Hi, Looks like your RT 4 instance is installed incorrectly. Log says that RT loads libraries from RT 3.8 instance and this shouldn't happen. On Thu, Dec 29, 2011 at 17:26, Poulter, Dale dale.poul...@vanderbilt.edu wrote: Here is the output from the debug log. The mysql log did not have any errors. [Thu Dec 29 13:01:54 2011] [error]: Found more than one occurrence of the /Callbacks/AssetTracker/autohandler/Default callback. This may cause only one of the callbacks to run. Look for the duplicate Callback in your /apps/rt385/local/html
[rt-users] SetMIMEHeadToEncoding bug?
Hi,
I think I found a (strange) bug in RT. You can reproduce it in the
following way:
- Send an email into your RT with non-ascii characters in the Subject (eg.
accented characters)
- Open the created ticket and start to write a comment
- Modify the Subject (eg. add some random characters to the end)
- Select a file to attach
- Click on Update Ticket (register the comment)
The comment will be registered well the attachment will be okay but you
will see that the subject of this in the ticket history is wrong. Sometimes
it's also wrong in the outgoing mails, if there's any (depends on the
template?).
I started to dig the problem out. I realized that if I create the ticket on
web interface, everything is good.
I found that the problem is in file: Ticket_Overlay.pm, sub: _RecordNote,
line: RT::I18N::SetMIMEEntityToUTF8( $args{'MIMEObj'} );
It seems that the problem is coused by In-Reply-To header line in file:
I18N.pm , sub: SetMIMEHeadToEncoding.
Then I was lost a little bit and couldn't find a solution for this. Please
help me!
More info:
The problem exists in 3.8.11 and 4.0.3 with MIME-tools 5.427 and newer too.
Thanks,
Bekeny
Docca OutSource IT Ltd.
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
Re: [rt-users] PriorityAsAString plugin question
Take Med/Med for example, first Med means Priority, the sencond one means Final Priority. you can avoid the second one if you don't set Final Priority sunnavy On 12-01-05 15:41, RT User wrote: All, I have a Priority as a String plugin configured. Here is my configuration below. Set( %PriorityAsString, ( Low = 0, Low-Med = 25, Med = 50, High = 100 ) ); Set( @PriorityAsStringOrder, qw( High Med Low-Med Low ) ); In RT Priority, I now see, Priority: Low-Med/Low-Med or Med/Med I'd like to see only one of those. The Priority gets repeated after a / Is there any way I can get around it? Thanks! Steve RT Training Sessions (http://bestpractical.com/services/training.html) * Boston ? March 5 6, 2012 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Bug RT 4.04 ?
Hi! I create this simple script in new queue: Description: Notify Owner On Create Condition: On create Action: Notify Owner Template: Global: Transition Phase: TransitionCreate I create a ticket on this queue and assign one Owner (for example 'Person1'), and I see on the terminal: [root@cerussita sbin]# [Thu Jan 5 13:08:01 2012] [info]: rt-4.0.4-479-1325768881-562.261-3...@cesca.cat #261/2236 - Scrip 38 notify owner (/home/dgarcia/RT/rt-4.0.4/sbin/../lib/RT/Action/SendEmail.pm:301) [Thu Jan 5 13:08:01 2012] [info]: rt-4.0.4-479-1325768881-562.261-3...@cesca.cat No recipients found. Not sending. (/home/dgarcia/RT/rt-4.0.4/sbin/../lib/RT/Interface/Email.pm:352) It's normal? I only have problems with Owner, NOT requests people or anybody, only with OWNER. Thanks! -- ... __ / / Daniel García Mejía C E / S / C A Portals i Repositoris /_/ Centre de Serveis Científics i Acadèmics de Catalunya Gran Capità, 2-4 (Edifici Nexus) - 08034 Barcelona T. (NULL) - F. 93 205 6979 - dgar...@cesca.cat ... RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Strip the requestor
Seriously, that’s no good. I need to remove everything from the requestor or change it to an internal user (nobody, root). I cannot be sending out emails for this queue. A postfix overhaul is too big to fix a problem that I am think could/should be easily done in RT. Any other suggestions? Thanks for your help! Randy -Original Message- From: Christian Loos [mailto:cl...@netcologne.de] Sent: Thursday, January 05, 2012 6:09 AM To: Randy Black Cc: rt-users@lists.bestpractical.com Subject: Re: Strip the requestor There is no wildcard value. You have to remove each requestor. You can loop over $self-TicketObj-RequestorAddresses -Chris Am 05.01.2012 12:22, schrieb Randy Black: Thanks! But what is the wild card for the email value? I need them all stripped. Thanks again! RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Strip the requestor
On 5 Jan 2012, at 13:17, Randy Black wrote: Seriously, that’s no good. I need to remove everything from the requestor or change it to an internal user (nobody, root). I cannot be sending out emails for this queue. A postfix overhaul is too big to fix a problem that I am think could/should be easily done in RT. Any other suggestions? Thanks for your help! Use the queue deactivated scrips extension so that the scrips which send emails aren't run on these particular queues? That way you can preserve who the requestor is, and still not have any email go out. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Strip the requestor
On Thu, Jan 05, 2012 at 01:20:22PM +, Tim Cutts wrote: On 5 Jan 2012, at 13:17, Randy Black wrote: Seriously, that’s no good. I need to remove everything from the requestor or change it to an internal user (nobody, root). I cannot be sending out emails for this queue. A postfix overhaul is too big to fix a problem that I am think could/should be easily done in RT. Any other suggestions? Thanks for your help! Use the queue deactivated scrips extension so that the scrips which send emails aren't run on these particular queues? That way you can preserve who the requestor is, and still not have any email go out. Tim Can you just use an empty template for the queues that should not send mail? Cheers, Ken RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Strip the requestor
Looks like that extension has not had any work since 2010, therefore should it not be used on a rt4 instance? Thanks, Randy -Original Message- From: Tim Cutts [mailto:t...@sanger.ac.uk] Sent: Thursday, January 05, 2012 7:20 AM To: Randy Black Cc: Christian Loos; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Strip the requestor On 5 Jan 2012, at 13:17, Randy Black wrote: Seriously, that's no good. I need to remove everything from the requestor or change it to an internal user (nobody, root). I cannot be sending out emails for this queue. A postfix overhaul is too big to fix a problem that I am think could/should be easily done in RT. Any other suggestions? Thanks for your help! Use the queue deactivated scrips extension so that the scrips which send emails aren't run on these particular queues? That way you can preserve who the requestor is, and still not have any email go out. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Strip the requestor
I didn't say anything about postfix. You have to remeove every single requestor within your RT scrip. There is no method to remove all requestors so you have to loop over all requestors and remove them one by one. -Chris -Ursprüngliche Nachricht- Von: Randy Black [mailto:randy.bl...@buckle.com] Gesendet: Donnerstag, 5. Januar 2012 14:18 An: Loos, Christian Cc: rt-users@lists.bestpractical.com Betreff: RE: Strip the requestor Seriously, that's no good. I need to remove everything from the requestor or change it to an internal user (nobody, root). I cannot be sending out emails for this queue. A postfix overhaul is too big to fix a problem that I am think could/should be easily done in RT. Any other suggestions? Thanks for your help! Randy -Original Message- From: Christian Loos [mailto:cl...@netcologne.de] Sent: Thursday, January 05, 2012 6:09 AM To: Randy Black Cc: rt-users@lists.bestpractical.com Subject: Re: Strip the requestor There is no wildcard value. You have to remove each requestor. You can loop over $self-TicketObj-RequestorAddresses -Chris Am 05.01.2012 12:22, schrieb Randy Black: Thanks! But what is the wild card for the email value? I need them all stripped. Thanks again! RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Strip the requestor
So there is no regex or anything that will wild card that? Weird. Anyway, I know you didn't mention postfix, I was preempting the fix or filter it with your MTA answer. The obstacle of removing them one at a time in a loop, is that the emails come from outside of our domain. Not knowing these addresses it's impossible to remove them before other scrips fire off. The emails back to them on create notify and other scripts, need to be completely disabled. Thanks for your help Christian! Randy -Original Message- From: Loos, Christian [mailto:cl...@netcologne.de] Sent: Thursday, January 05, 2012 7:51 AM To: Randy Black Cc: rt-users@lists.bestpractical.com Subject: AW: Strip the requestor I didn't say anything about postfix. You have to remeove every single requestor within your RT scrip. There is no method to remove all requestors so you have to loop over all requestors and remove them one by one. -Chris -Ursprüngliche Nachricht- Von: Randy Black [mailto:randy.bl...@buckle.com] Gesendet: Donnerstag, 5. Januar 2012 14:18 An: Loos, Christian Cc: rt-users@lists.bestpractical.com Betreff: RE: Strip the requestor Seriously, that's no good. I need to remove everything from the requestor or change it to an internal user (nobody, root). I cannot be sending out emails for this queue. A postfix overhaul is too big to fix a problem that I am think could/should be easily done in RT. Any other suggestions? Thanks for your help! Randy -Original Message- From: Christian Loos [mailto:cl...@netcologne.de] Sent: Thursday, January 05, 2012 6:09 AM To: Randy Black Cc: rt-users@lists.bestpractical.com Subject: Re: Strip the requestor There is no wildcard value. You have to remove each requestor. You can loop over $self-TicketObj-RequestorAddresses -Chris Am 05.01.2012 12:22, schrieb Randy Black: Thanks! But what is the wild card for the email value? I need them all stripped. Thanks again! RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Strip the requestor
On Thu, 5 Jan 2012, Randy Black wrote:
The obstacle of removing them one at a time in a loop, is that the
emails come from outside of our domain. Not knowing these addresses
it's impossible to remove them before other scrips fire off. The emails
back to them on create notify and other scripts, need to be completely
disabled.
hint
for ($self-TicketObj-Requestors-MemberEmailAddresses)
{
$ticket-DeleteWatcher(
Type = 'Requestor',
Email = $_,
Silent = 1);
}
/hint
Mvh,
Mikal Gule
USIT/GAP/W3D
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Re: [rt-users] Strip the requestor
On 01/05/2012 08:35 AM, Randy Black wrote: Looks like that extension has not had any work since 2010, therefore should it not be used on a rt4 instance? Take Ken's suggestion and just make blank templates in the queue you don't want to send email. It's a heck of a lot simpler, doesn't require that you write Perl, and lets you keep the requestors. Best, Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Bug RT 4.04 ?
For what it's worth, subjects like the above aren't very useful. The most likely answer is usually not a bug and a subject descriptive of the specific problem makes the archives more accessible. :) On 01/05/2012 08:06 AM, Daniel Garcia Mejia wrote: Description: Notify Owner On Create Condition: On create Action: Notify Owner Template: Global: Transition Phase: TransitionCreate I create a ticket on this queue and assign one Owner (for example 'Person1'), and I see on the terminal: Are you assigning yourself as the Owner when you create the ticket? You're probably running into NotifyActor. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Error with scrip2 'On Owner change'
(This is a much better subject.) On 01/05/2012 06:40 AM, Daniel Garcia Mejia wrote: Hi, I have problem with global script 2 'On Owner Change notify Owner': 1.-I create a new ticket and put owner (for example 'Person1' , where his email is examp...@example.com) 2.-In another account, I open the same ticket and steal. 3.-I see this in terminal: [Thu Jan 5 11:40:44 2012] [info]: ***@cesca.cat #247/2135 - Scrip 2 On Owner Change Notify Owner [Thu Jan 5 11:40:44 2012] [info]: ***@cesca.cat No recipients found. Not sending. It is normal? I want that RT sent email to Person 1 (examp...@example.com) when another person steal her ticket. Are you the one stealing the ticket? Again, you're likely running into NotifyActor. By default NotifyActor is off because RT assumes you already know you just stole the ticket. You can turn off NotifyActor globally in your RT_SiteConfig.pm or as a per-user preference. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Strip the requestor
How does this affect the flow of requests coming in and hitting the global scripts? Forgot to mention, we are using rt-mailgate with only one email address to queue address mapping. The requests are then moved to queues based on scrips and subject conditions. Thanks All for your help! Randy -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Thursday, January 05, 2012 8:42 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Strip the requestor On 01/05/2012 08:35 AM, Randy Black wrote: Looks like that extension has not had any work since 2010, therefore should it not be used on a rt4 instance? Take Ken's suggestion and just make blank templates in the queue you don't want to send email. It's a heck of a lot simpler, doesn't require that you write Perl, and lets you keep the requestors. Best, Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Error with scrip2 'On Owner change'
[...] 2.-In another account, I open the same ticket and steal. 3.-I see this in terminal: [Thu Jan 5 11:40:44 2012] [info]: ***@cesca.cat #247/2135 - Scrip 2 On Owner Change Notify Owner [Thu Jan 5 11:40:44 2012] [info]: ***@cesca.cat No recipients found. Not sending. It is normal? I want that RT sent email to Person 1 (examp...@example.com) when another person steal her ticket. I think it is normal behaviour. By the time the scrip is fired, Person 1 is not anymore the Owner, and you (the new Owner) are the author of the change, so no recipients. Maybe there is a way to retrieve the old owner from the Transaction object, and send the e-mail, with a User-Defined action. HTH, Gabriele RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Error with scrip2 'On Owner change'
On 01/05/2012 09:55 AM, Franzini, Gabriele [Nervianoms] wrote: 2.-In another account, I open the same ticket and steal. 3.-I see this in terminal: [Thu Jan 5 11:40:44 2012] [info]: ***@cesca.cat #247/2135 - Scrip 2 On Owner Change Notify Owner [Thu Jan 5 11:40:44 2012] [info]: ***@cesca.cat No recipients found. Not sending. It is normal? I want that RT sent email to Person 1 (examp...@example.com) when another person steal her ticket. I think it is normal behaviour. By the time the scrip is fired, Person 1 is not anymore the Owner, and you (the new Owner) are the author of the change, so no recipients. Maybe there is a way to retrieve the old owner from the Transaction object, and send the e-mail, with a User-Defined action. Ah, I missed that Person 1 wants the notification. Gabriele is correct. Scrips fire on the receiving end. You'll need to pull the old owner from the transaction object and use their email address in a custom template. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] setting up approvals on RT 4.0.1
On Thu, Jan 05, 2012 at 06:23:56AM +, Asanka Gunasekera wrote:
Hi, the steps which I have taken while trying to setup Approvals as follows
1) Create queue PO-Qre
a) Create template Create Approvals
===Create-Ticket: poreq
Subject: Approve purchase order for {$Tickets{'TOP'}-Subject}
Depended-On-By: TOP
Queue: Approvals-PO
Approvals tickets belong in the ___Approvals queue.
-kevin
Type: approval
Owner: username-of-owner #note this is so that notifications work
properly
Content: Someone has created a purchase requisition. Please review
and approve it, so they can spend some money.
ENDOFCONTENT
b) Create the script Create PO-Req approval
Description: Create PO Req approval
Condition: On Create
Action: Create Tickets
Template: Create Approval
Stage: TransactionCreate
c)gave permission to the users who can create tickets under PO-Req
2) Create Approvals-PO queue
d)Copy templates from _Approvals (or ran the script)
e)Set the reply address to PO-Req
f)Add the people as AddminCC who are to approve the ticlets
Now when I create a ticket under PO-Req, in the log it says it is creating
ticket in Approvel-PO queue.
But I am unable to find the tickets in the DB or under Approvals tab
Can some one tell me what is going
on!!!
Thanks and best Regards
--
From: Asanka Gunasekera asanka_gunasek...@yahoo.co.uk
To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com
Sent: Thursday, 5 January 2012, 11:02
Subject: Re: [rt-users] setting up approvals on RT 4.0.1
Thanks you for the reply
Best Regards
--
From: Kevin Falcone falc...@bestpractical.com
To: rt-users@lists.bestpractical.com
Sent: Tuesday, 3 January 2012, 23:34
Subject: Re: [rt-users] setting up approvals on RT 4.0.1
On Thu, Dec 29, 2011 at 08:04:15AM +, Asanka Gunasekera wrote:
Hi All, I am trying to set up approvals on RT 4.0.1 and I am following
[1]http://requesttracker.wikia.com/wiki/ApprovalCreation
but in this document it talks about copying scripts and templates
from _Approval queue.
I can only find 5 templates but there are no scripts
Those Scrips were replaced in about mid-3.8 with
RT::Approval::Rules::*. You shouldn't need to copy them anywhere in
order to use Approvals. You'll want to modify the Templates as needed
and set up your CreateTickets scrip to actually create the Approvals
tickets.
-kevin
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References
Visible links
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Description: PGP signature
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Re: [rt-users] Group Signature
On Thu, Jan 05, 2012 at 03:33:34PM +0530, RT User wrote: I'm enjoying configuring RT 4. It is so clean and simple. I was wondering if it is possible to configure a group signature for the group instead of individual user signature. We have a IT team group with 50 admins. I'd like all of the users to carry a signature that has a URL link, phone number, address and email. Rather than requesting all users to add a signature to their accounts, I was wondering if we could add it to the group. I did not see anything like that. It would be nice to have this signature attached to all the responses. There is no built-in group signature in RT. You could add a Custom Field on the Group and then pull it in from the outgoing template, or you could add your text directly in the Correspondence templates. -kevin pgpmw9Y1tcqax.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] PriorityAsAString plugin question
On Thu, Jan 5, 2012 at 6:37 PM, sunnavy sunn...@bestpractical.com wrote: Take Med/Med for example, first Med means Priority, the sencond one means Final Priority. you can avoid the second one if you don't set Final Priority Thank you! I'd prefer having only priority and not the final priority. Where do I remove final priority so that I only see priority Med Steve sunnavy On 12-01-05 15:41, RT User wrote: All, I have a Priority as a String plugin configured. Here is my configuration below. Set( %PriorityAsString, ( Low = 0, Low-Med = 25, Med = 50, High = 100 ) ); Set( @PriorityAsStringOrder, qw( High Med Low-Med Low ) ); In RT Priority, I now see, Priority: Low-Med/Low-Med or Med/Med I'd like to see only one of those. The Priority gets repeated after a / Is there any way I can get around it? Thanks! Steve RT Training Sessions (http://bestpractical.com/services/training.html) * Boston ? March 5 6, 2012 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Error with scrip2 'On Owner change'
On Thu, Jan 05, 2012 at 10:13:59AM -0500, Thomas Sibley wrote: On 01/05/2012 09:55 AM, Franzini, Gabriele [Nervianoms] wrote: 2.-In another account, I open the same ticket and steal. 3.-I see this in terminal: [Thu Jan 5 11:40:44 2012] [info]: ***@cesca.cat #247/2135 - Scrip 2 On Owner Change Notify Owner [Thu Jan 5 11:40:44 2012] [info]: ***@cesca.cat No recipients found. Not sending. It is normal? I want that RT sent email to Person 1 (examp...@example.com) when another person steal her ticket. I think it is normal behaviour. By the time the scrip is fired, Person 1 is not anymore the Owner, and you (the new Owner) are the author of the change, so no recipients. Maybe there is a way to retrieve the old owner from the Transaction object, and send the e-mail, with a User-Defined action. Ah, I missed that Person 1 wants the notification. Gabriele is correct. Scrips fire on the receiving end. You'll need to pull the old owner from the transaction object and use their email address in a custom template. While I've not tried it, this extension provides a Notify Previous Owner action which may be useful http://search.cpan.org/dist/RT-Extension-NotifyOwners/lib/RT/Extension/NotifyOwners.pm -kevin pgpehMOulYIJJ.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] RT customization
I've been asked to do some major customizations to the RT interface at my organization. For instance, I'd like to change some of the menus and I'd also like to change or add items to the basic categories in tickets, such as The Basics, People, Reminders, etc. I know these questions aren't specific and are probably outside the scope of this list but I was hoping someone could point me to some good resources. I've searched for some but can't find any good information. Also, I'm hoping this is possible without heavy programming. Any advice would be appreciated. Thanks. This e-mail and any attachments are confidential, may contain legal, professional or other privileged information, and are intended solely for the addressee. If you are not the intended recipient, do not use the information in this e-mail in any way, delete this e-mail and notify the sender. CEG-IP1 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] possible RT 4.0.4 attachment bug
See screenshot that I captured from webmin for the Tickets table - there are missing tickets in the range between 53 and 184. I have not run shredder or manipulated the database in any way. All I can add is that a user submitted a mysql database dump as an attachment that exceeded the allowed size limit. Mike From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of mja...@guesswho.com Sent: Friday, December 16, 2011 8:24 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] possible RT 4.0.4 attachment bug This may be a bug in the way attachments are handled in 4.0.4. We recently spun up a new instance of RT 4.0.2, then upgraded to 4.0.4. Running on Centos 5.7 using MySQL. Yesterday we were at ticket #53. A user sent an email last night with an attachment containing sql statements (a database backup). His ticket id is #63. There aren't any intervening tickets. When I use the quick search for example, and try to load a ticket between 53-63, I get an error: RT Error Could not load ticket 57 (for example) The only thing I can think of is that some of the statements in the attachment were acted on. Is this possible? Mike attachment: ScreenShot006.png RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] CustomField that displays users
On Tue, Jan 03, 2012 at 10:43:54AM -0700, Brent Wiese wrote: That's what a User-defined Group is. It is a subset of Privileged users that you put in as members. Yeah, I have those. Everyone I want to display is in a group I've defined, but I didn't want to assume I could populate on groups. I have some code that will put all members of a group into a Custom Field. That would be awesome if you could share. I was a little surprised I wasn't able to find anyone asking about it via my searches. I would have thought it would be somewhat common. The example External Custom Field that ships with RT puts groups into a CF, so you should be able to mod that easily to do privileged users. /opt/rt4/docs/extending/external_custom_fields.pod -kevin --- Thanks! Slight modifications to the Groups.pm worked great... Except for 1 thing. Once I make a CF source be my new module inside the CF, I can't change it back to Provide List... It just goes back to CF display unchanged. Is changing the CF data source a 1 way operation? RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Strip the requestor - Assign to queue
Thanks everyone for yor help. The following will take a ticket based on
the conditions you specify in the prep code $match string and then
identify the 'Requestors', remove them, assign it to the queue you want
and change the owner to whomever you desire.
Hope it helps.
This is what I did:
Description = Whatever
Condition = On Create
Action = User Defined
Template = Black
Stage = TransactionCreate
Prep Code:
my $match = ^INSERT STRING HERE;
my $t_subject = $self-TicketObj-Subject;
if ( $t_subject !~ /$match/ ) {
return 0;
}
else {
return 1;
}
Cleanup Code:
my $newqueue = QUEUE;
my $newSystemUser = WHOEVER;
my $T_Obj = $self-TicketObj;
my $requestor = $self-TicketObj-RequestorAddresses;
my @watchers = split /\,/,$requestor;
$RT::Logger-warning(Scrip 145 found watchers:
$requestor);
foreach my $watcher (@watchers) {
my ($status, $msg) =
$self-TicketObj-DeleteWatcher(Type='Requestor',Email=$watcher);
}
$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;
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Re: [rt-users] PriorityAsAString plugin question
I have done this in my version of the extension: https://github.com/cloos/rt-extension-priorityasstring/commit/e8cac512d669b38a170de423c9cd13cd9bcfad95 -Chris Am 05.01.2012 16:45, schrieb RT User: Thank you! I'd prefer having only priority and not the final priority. Where do I remove final priority so that I only see priority Med Steve RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
