Re: [rt-users] How to change the subject tag of a queue while allowing the use of the old subject tag as well?
On 11/02/2012 05:07 PM, Mátyás Selmeci wrote: > I would like to change the subject tag of a queue without causing issues > for users that are still using the old subject tag. > > For example, if I change the subject tag of QUEUE from OLD to NEW, then > new messages would be sent out with a subject like: "[NEW #2468] Foo". > However, users responding to tickets made before the rename would reply > with a subject like "[OLD #1234] Foo". I would still like the > correspondence to go to ticket #1234. But what currently happens is that > RT does not recognize the subject and creates a new ticket instead. > > I have searched the archives and Google, but haven't found a clear > answer. How can I do this? I am using RT 3.8.8. You'll need to adjust the $EmailSubjectTagRegex option to match the OLD queue subject tag, as well as the default (your $rtname). http://bestpractical.com/rt/docs/latest/RT_Config.html#EmailSubjectTagRegex We're hiring! http://bestpractical.com/jobs
[rt-users] How to change the subject tag of a queue while allowing the use of the old subject tag as well?
Hi, I would like to change the subject tag of a queue without causing issues for users that are still using the old subject tag. For example, if I change the subject tag of QUEUE from OLD to NEW, then new messages would be sent out with a subject like: "[NEW #2468] Foo". However, users responding to tickets made before the rename would reply with a subject like "[OLD #1234] Foo". I would still like the correspondence to go to ticket #1234. But what currently happens is that RT does not recognize the subject and creates a new ticket instead. I have searched the archives and Google, but haven't found a clear answer. How can I do this? I am using RT 3.8.8. Thanks, -- -Mat smime.p7s Description: S/MIME Cryptographic Signature We're hiring! http://bestpractical.com/jobs
[rt-users] Infinite loop of ticket creation
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hi there, this might be a very silly problem but today we had an exchange with a supplier. The supplier triggers an automatic "email creation notification" which gets back to us, triggering a RT response, and so on. To stop the loop, I had to deleted the ticket from database (by a manual "delete from Tickets where id=..."). Is there anything we can do about it? It's happened twice in 2 years, but I guess it's better to prevent this from happening. Any pointer to useful docs? Thanks, Giuseppe - -- Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsoll...@sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 Twitter: http://twitter.com/sgulit -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.10 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://www.enigmail.net/ iQEcBAEBAgAGBQJQk/wdAAoJEAqigArPBfJXK98H/j840osIAdc5W7hepPbSDa4L u4jveNu4qMJpVCkOXxOIpq2Vikr4+NoJ4F7/xxMbfC6Ryp2xj5X+nLd/tUenO1rp k5pQq0piPS1dwwTBh+e1CuMUiS1omdeGsrgfX7aTwfsfUOAGPKOFcsQf9y1Pf0nS F5eivixEWfloCtVBZ7M25isp053O1tN1IxIFJ5XIVyMhW9WExOWnvr1gx4+I6/dG 38+9iqCNpFUwsPvxhjlaP0PTCeiQueC8gxEbv4YD8H1fl/Y8///6/wltV9YNySg1 S2drABQ1+HH4A/Y+brPuU/gtiksxGz8yzpeav36SGirfo/4gcUKKNvfuaoWsntw= =I+Nc -END PGP SIGNATURE- 0xCF05F257.asc Description: application/pgp-keys We're hiring! http://bestpractical.com/jobs
Re: [rt-users] duplicated attachment
On 11/02/2012 06:57 AM, Jonathan Khattir wrote: > When i reply to a ticket by mail, i ve got in the web interface two > reply, one in text/plain and one in html/plain. Even if i don't put html > code in my mail, i get two attachment. So i would like only one > attachment in plain/text. > > http://imageshack.us/photo/my-images/811/duplicate.png/ Your email client is sending both parts, and RT is dutifully displaying one of them. It shows the existence of the second part, but not the content, since it recognizes that's it's an "alternative version" of the same message. If you want to stop seeing both parts, configure your mail client to stop sending both parts. We're hiring! http://bestpractical.com/jobs
[rt-users] "Permission denied" error email
Hi all, We're trying to make RT's mail messages a bit more user-friendly, and we have a problem: When a user that sends mail to a Queue he doesn't have permission for, he only recieves a "Permission Denied" mail. Our users are Spanish, so we'd like to deliver the message in Spanish and English, with more explanatory text on how he or she can contact us. We've tried to find documentation about how to customize the "Permission Denied" error message, but we've only found an unfollowed thread from 2007 in the rt-users mailing list. All documentation leads to "give the user permission", but that isn't what we want (since the user shouldn't have permission in the first place). It would be great if you can point us to the correct piece of documentation where show how it can be done (if it exists). If this is not possible at the moment, with some hints we could provide a patch (if it's a wanted feature). Thank you very much. Best regards. -- Miquel Ruiz We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Monthly reports with REST (timeout)
My solution: save a session cookie using wget like is explained in http://requesttracker.wikia.com/wiki/REST: wget --keep-session-cookies \ --save-cookies cookies.txt \ --post-data 'user=&pass=' \ http://my.rt.server The cookie is saved under "cookies.txt" Build the desired Search in the web and click on "Show results". Copy the entire URL and paste in the file "url.txt" (this is for avoiding problems with escaping characters in further wget usage). Execute: # wget -qO - --no-check-certificate --load-cookies cookies.txt -i url.txt |grep -m 1 Found Found 25,545 tickets So, all we need to do now is a script that modifies the date with the desired date in the url file and send the results via email. Ignacio. 2012/11/2 Ignacio Vazquez : > First of all, excuse me, there has been a misunderstanding, I'm > talking about the CLI, nor the REST interface but the question is > still valid. > Diaulas, "-t ticket" is the default: > /opt/rt3/bin/rt help list > ... > -t type Specifies the type of object to look for. (The > default is "ticket".) > > > > 2012/10/31 Diaulas Castro : >> Just a bet, but try to use "-t ticket" on search. >> >> >> >> >> >> -Mensagem original- >> De: rt-users-boun...@lists.bestpractical.com >> [mailto:rt-users-boun...@lists.bestpractical.com] Em nome de Ignacio Vazquez >> Enviada em: quarta-feira, 31 de outubro de 2012 09:26 >> Para: rt-users@lists.bestpractical.com >> Assunto: [rt-users] Monthly reports with REST (timeout) >> >> Hi all, >> I've been generating monthly reports with a crontab script that includes a >> line like this: >> /opt/rt3/bin/rt list "created >= '2012-04-01' AND status != 'rejected' >> AND Queue = 'whatever' AND (owner = 'user1' OR owner = 'user2')" | grep -v >> "No matching results." | wc -l As you can see, I'm only interested in the >> total number of tickets. >> I've find out that with a large number of possible results, I get a timeout >> so 0 tickets are returned. >> >> However, using the web search, because of the paginated displays, the search >> is much faster and also the web shows how many items are in the whole list >> with a line "Found: xxx tickets". >> >> My intention is still using an automated way to obtain the numbers. >> I've been reading the REST documentation and there is no way to query only >> for totals. >> >> Any ideas? >> >> Ignacio. >> >> We're hiring! http://bestpractical.com/jobs >> >> We're hiring! http://bestpractical.com/jobs
Re: [rt-users] CommandByMail rt 4.0.7
Thank you, this solved the issue. I must have overlooked the MailPlugins syntax. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Thursday, November 01, 2012 3:09 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] CommandByMail rt 4.0.7 On 11/01/2012 09:47 AM, Edsall, William (WJ) wrote: > Does CommandByMail work in rt 4.0.7? I’ve installed it, added the > following two lines to my RT_Siteconfig > > Set( @Plugins, qw(RT::Authen::ExternalAuth RT::Extension::CommandByMail > RT::Interface::Email::Filter::TakeAction) ); You didn't follow the docs correctly. Remove "RT::Interface::Email::Filter::TakeAction" from @Plugins and add this line after: Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction)); The install instructions are here: https://metacpan.org/source/FALCONE/RT-Extension-CommandByMail-0.10/INSTALL We're hiring! http://bestpractical.com/jobs We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Correspond yes but create No via email
Ok thanks, i'm trying this solution. 2012/10/31 Jonathan Khattir > I would like that user create ticket only via Web server and reply via > email or web interface, but by default when i send it to the "correspond" > address, it will create a new ticket if the > there isn't a ticket number (RT syntax) in the subject that will update an > existing ticket. I don't allow to create ticket via email. > > Thanks > We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Monthly reports with REST (timeout)
First of all, excuse me, there has been a misunderstanding, I'm talking about the CLI, nor the REST interface but the question is still valid. Diaulas, "-t ticket" is the default: /opt/rt3/bin/rt help list ... -t type Specifies the type of object to look for. (The default is "ticket".) 2012/10/31 Diaulas Castro : > Just a bet, but try to use "-t ticket" on search. > > > > > > -Mensagem original- > De: rt-users-boun...@lists.bestpractical.com > [mailto:rt-users-boun...@lists.bestpractical.com] Em nome de Ignacio Vazquez > Enviada em: quarta-feira, 31 de outubro de 2012 09:26 > Para: rt-users@lists.bestpractical.com > Assunto: [rt-users] Monthly reports with REST (timeout) > > Hi all, > I've been generating monthly reports with a crontab script that includes a > line like this: > /opt/rt3/bin/rt list "created >= '2012-04-01' AND status != 'rejected' > AND Queue = 'whatever' AND (owner = 'user1' OR owner = 'user2')" | grep -v > "No matching results." | wc -l As you can see, I'm only interested in the > total number of tickets. > I've find out that with a large number of possible results, I get a timeout > so 0 tickets are returned. > > However, using the web search, because of the paginated displays, the search > is much faster and also the web shows how many items are in the whole list > with a line "Found: xxx tickets". > > My intention is still using an automated way to obtain the numbers. > I've been reading the REST documentation and there is no way to query only > for totals. > > Any ideas? > > Ignacio. > > We're hiring! http://bestpractical.com/jobs > > We're hiring! http://bestpractical.com/jobs
