Re: [rt-users] Dealing with forwarded tickets from one queue to another
Hi Sean,
Looks like you are looking to create a workflow in RT. Have a look at
the following wiki page.
http://requesttracker.wikia.com/wiki/WorkFlow
You will need to close the old email and autocreate a new ticket in the
relevant queue.
Hope this helps
Martin Wheldon
On 2013-01-15 17:33, Sean Purdy wrote:
Hi,
We have a situation where someone gets mail sent to them from one
queue, and needs to forward it to a different queue as a new ticket.
e.g. for forwarding to a support queue. Currently RT will interpret
the incoming mail as an update to the original ticket instead of
creating a new ticket in the other queue.
Is there any way around this? RT knows the old ticket ID from the
Subject, and the new queue it's being submitted to.
Currently looking at patching Interface/Email.pm and using
$SystemTicket-id vs $args{'queue'}
but perhaps this has been covered before?
Thanks,
Sean Purdy
!DSPAM:9,50f58a9733235687925207!
Re: [rt-users] Users simultaneously replying
Maybe RT::Extension::TicketLocking? https://github.com/bestpractical/rt-extension-ticketlocking Chris Am 15.01.2013 04:53, schrieb Samuel Paris: Hi Guys We’ve recently started using RT for a department of about 15 users. We’re having a problem where multiple users are simultaneously replying to the same job. Is there a way to either: Change the status of a job when viewed? Lock the job when a reply is being written? Or any other suggestions to prevent this for happening? Thanks for your help. Samuel
Re: [rt-users] Ignoring out of office emails
On 15 Jan 2013, at 23:26, Brent Wiese bwi...@elementps.com wrote: I have a powershell script that emails users (using the System.Net.Mail class) and the “From” address is set to our RT system, making it easier for users to get help if needed. The problem is, people’s out-of-office responses are opening tickets. I added the “Precendence: bulk” header after checking through the RT lists as it looks like (at least in rt 3.x) it would filter those emails out and not interact with tickets. But it’s not working. Is this no longer the case in RT4? Or does it not apply to ticket creation? I can see the Precendence: bulk header being added in the original email. The problem, as I understand it, is Microsoft Exchange. It sends out-of-office replies as ordinary messages, and doesn't use any of the established methods which could be used to mark such messages, such as a Return-Path header of , or an Auto-reply header, or a bulk precedence header. It does, however, seem to add its own header: Out of Office AutoReply: so you could add something in RT's bounce detection to detect that. Regards, 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-users] Creating ticket dependent on browser !
Hello, Using RT 3.8.10 on Solaris with Authentication against Microsoft Active Directory, I've encountered an odd behaviour. I've allowed the users to create tickets in one queue (by granting SeeQueue and CreateTicket). When I try to create the ticket with my account (which BTW is RT superuser) with Internet Explorer 8, it works. With the *same* user under Firefox (18.0), it doesn't work, the queue is simply not displayed in the scrollable menu when you want to choose the destination queue ! I even compared the source code and the only difference is the presence (on IE8) and absence (on FF) of a couple of lines : option value=121 Queue2 /option Any idea how to debug this ? Could something be corrupt in the user profile ? Thanks in advance. Loïc Mahé Toulouse, France
[rt-users] rt-mailgate and web based authentication
Hi, I am switched from using LDAP to CAS for authentication, and now because it redirects to the login screen, mailgate isn't working. I was wondering if anyone had a workaround or solution to this? Thanks, Tom
[rt-users] Single Sign Out and maintain session RT 4.0.4/CAS/LDAP/LDAPImport
Example with static image was only to show that something like this work in java application. Ok, but how can I use mason page to do something like that. Can you tell me in a few words how to put this page into RT in the right way? Because I don’t know where I should start with that. Regards, Jan
Re: [rt-users] rt-mailgate and web based authentication
Hi Tom, Sounds like you may missing a Location section from your apache config. Something like... Location /REST/1.0/NoAuth Order Allow,Deny Allow from 127.0.0.1 /Location Best Regards Martin Wheldon On 2013-01-16 16:38, Thomas Misilo wrote: Hi, I am switched from using LDAP to CAS for authentication, and now because it redirects to the login screen, mailgate isn't working. I was wondering if anyone had a workaround or solution to this? Thanks, Tom !DSPAM:9,50f6cf2333231759512251!
Re: [rt-users] RTx::EmailCompletion
On Tue, Jan 15, 2013 at 1:50 PM, Asif Iqbal vad...@gmail.com wrote: On Tue, Jan 15, 2013 at 1:32 PM, Thomas Sibley t...@bestpractical.comwrote: On 01/15/2013 08:41 AM, Asif Iqbal wrote: I install RTx::EmailCompletion plugin and added the following stanza into my RTHOME/etc/RT_SiteConfig.pm Set( @Plugins, qw( RT::Authen::ExternalAuth RTx::EmailCompletion ) ); Set($EmailCompletionUnprivileged,everybody); Set($EmailCompletionSearch, STARTSWITH); Set($EmailCompletionLdapAttrSearch, [qw/mail cn/]); Set($EmailCompletionRdbmsDisabled, 1); ... How do I expect it to work? I tried to fill the One-time Cc: with ``foo'' and expected it to autocomplete to ``f...@example.com mailto:f...@example.com'' Still like some help with this one. What's your RT version? I don't believe RTx::EmailCompletion is compatible with RT 4.0 since most of the functionality (although not the LDAP parts) was merged to core. Sorry I forgot to mentions the versions. I am using RT 3.8.2 / mod_ssl/2.2.11 OpenSSL/0.9.8p mod_perl/2.0.3 Perl/v5.8.8 I still like some help on this. If you're indeed on 4.0, perhaps you want to look into RT::Extension::LDAPImport instead so that your LDAP info is sync'd locally into RT and the standard autocompletion will work. This means your RT user info from ExternalAuth will also always be up to date. -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing?
Re: [rt-users] Users simultaneously replying
On 01/14/2013 07:53 PM, Samuel Paris wrote: Hi Guys We’ve recently started using RT for a department of about 15 users. We’re having a problem where multiple users are simultaneously replying to the same job. Is there a way to either: Change the status of a job when viewed? Lock the job when a reply is being written? Or any other suggestions to prevent this for happening? You can implement locking via RT's normal rights. Simply don't grant ModifyTicket or ReplyToTicket to anyone but the Owner role group, but make sure your Privileged users have the OwnTicket right. Now in order to make changes to the ticket, they'll need to take it first by claiming ownership. Anyone who isn't the Owner won't be able to modify it.
Re: [rt-users] Creating ticket dependent on browser !
Hi, Rich Text Editor that is shipped with RT 3.8 doesn't work with FF 18. Try to google archives. I think we have a fix, but can not find it and don't have time to dig more :) On Wed, Jan 16, 2013 at 7:28 PM, loic.m...@rsi.fr wrote: Hello, Using RT 3.8.10 on Solaris with Authentication against Microsoft Active Directory, I’ve encountered an odd behaviour. I’ve allowed the users to create tickets in one queue (by granting SeeQueue and CreateTicket). When I try to create the ticket with my account (which BTW is RT superuser) with Internet Explorer 8, it works. With the *same* user under Firefox (18.0), it doesn’t work, the queue is simply not displayed in the scrollable menu when you want to choose the destination queue ! I even compared the source code and the only difference is the presence (on IE8) and absence (on FF) of a couple of lines : option value=121 Queue2 /option Any idea how to debug this ? Could something be corrupt in the user profile ? Thanks in advance. Loïc Mahé Toulouse, France -- Best regards, Ruslan.
[rt-users] Find ticket numbers of tickets with large attachments
Hello, I'm trying to find the ticket numbers of large attachments in my RT instance. It is RT 4.0.8 running on Ubuntu 12.04, and I'm the root user for this search quest. I've constructed the following MySQL query: select t.ObjectID,i.Subject from Attachments i LEFT OUTER JOIN Transactions t on t.ObjectId = i.id where LENGTH(CONTENT) 4; which would hopefully return the attachment ticket number. I've read on this message: http://lists.bestpractical.com/pipermail/rt-users/2007-June/046395.html The Attachments:TransactionId column points to a Transactions record whose Transactions:ObjectId column contains the ticket number. but when searching in RT for a ticket number returned by the SQL query it gives me a Ticket does not found error. Also, after ObjectId 65535 the returned ObjectID's are displayed as NULL in the query result. How can I get the ticket numbers which have attachments larger than 4 MB? What am I doing wrong, or overlooking? Sincerely,
Re: [rt-users] Find ticket numbers of tickets with large attachments
Hi, Attachments.TransactionId = Transactions.id, Transactions.ObjectId = Tickets.id WHERE Transactions.ObjectType = 'RT::Ticket'. On Thu, Jan 17, 2013 at 12:08 AM, Remy van Elst re...@relst.nl wrote: Hello, I'm trying to find the ticket numbers of large attachments in my RT instance. It is RT 4.0.8 running on Ubuntu 12.04, and I'm the root user for this search quest. I've constructed the following MySQL query: select t.ObjectID,i.Subject from Attachments i LEFT OUTER JOIN Transactions t on t.ObjectId = i.id where LENGTH(CONTENT) 4; which would hopefully return the attachment ticket number. I've read on this message: http://lists.bestpractical.com/pipermail/rt-users/2007-June/046395.html The Attachments:TransactionId column points to a Transactions record whose Transactions:ObjectId column contains the ticket number. but when searching in RT for a ticket number returned by the SQL query it gives me a Ticket does not found error. Also, after ObjectId 65535 the returned ObjectID's are displayed as NULL in the query result. How can I get the ticket numbers which have attachments larger than 4 MB? What am I doing wrong, or overlooking? Sincerely, -- Best regards, Ruslan.
Re: [rt-users] Creating ticket dependent on browser !
On Wed, Jan 16, 2013 at 11:47:44PM +0400, Ruslan Zakirov wrote: Rich Text Editor that is shipped with RT 3.8 doesn't work with FF 18. Try to google archives. I think we have a fix, but can not find it and don't have time to dig more :) Ruz - Assuming you're thinking of this https://github.com/bestpractical/rt/commit/08ae31080d1ddf95b30a73e6ec8af909a68f4030 That was in 3.8.10. For the original author: Using RT 3.8.10 on Solaris with Authentication against Microsoft Active Directory, I’ve encountered an odd behaviour. When I try to create the ticket with my account (which BTW is RT superuser) with Internet Explorer 8, it works. With the *same* user under Firefox (18.0), it doesn’t work, the queue is simply not displayed in the scrollable menu when you want to choose the destination queue ! How are you doing the auth? mod_auth_kerb? RT-Authen-ExternalAuth? Please note that on 3.8 we cached queues aggressively, so if you are picking up an existing session on FF you'd get a stale queue list. -kevin pgpVGvl18tkvs.pgp Description: PGP signature
[rt-users] [rt-announce] RT 4.0.9 Released
I'm happy to announce that RT 4.0.9 is now available. http://download.bestpractical.com/pub/rt/release/rt-4.0.9.tar.gz http://download.bestpractical.com/pub/rt/release/rt-4.0.9.tar.gz.sig SHA1 sums 1adf162b2d73eb521b00f45e30ccea6fe193e604 rt-4.0.9.tar.gz ac76d9199cbeda986f9cea590177a4047840fc37 rt-4.0.9.tar.gz.sig This release contains a number of bugfixes since the 4.0.8 release. It also contains the first set of embargoed security tests fixed by patches released on 2012-05-22. These are the tests for vulnerabilities fixed in RT 4.0.6 and RT 3.8.12. This release requires a newer HTML::RewriteAttributes. You will be prompted to upgrade when upgrading RT or when manually running 'make test-dependencies'. If you have set a custom @JSFiles in RT_SiteConfig.pm, you will need to amend this to include the new jquery.cookie.js file added to RT_Config.pm. See UPGRADING-4.0 for more details. Bugfixes * IE8/9 are encouraged never to use compatibility mode. * User autocompletes on Oracle now work. * Disabled personal groups hiding out from 3.8 are cleaned out. * When upgrading from 3.8 to 4.0 the article upgrade points to the correct upgrading documentation. * Restore the link to a Queue's History. * Stop manually deleting Custom Field Values in the REST API, use the standard RT API calls. * Avoid Devel::StackTrace 1.28 and 1.29 which are known to break RT. * Don't show the full login page to mobile clients. * Refresh your Localization preferences on each page load. * TicketSQL containing Queue = 'Nonexistant Queue' will not generate invalid SQL. * Fix an error deleting Custom Field Values on some installs. * Ensure that leading newlines on Templates are preserved, despite browsers stripping them. * Eliminate a potential deadlock on large emails when using GPG. * Handle emails in unknown charsets better. * Fix GPG Error templates that used reference passing. * Make Configuration written by the installer consistent and skip some keys. * Log better error messages and fewer warnings with parsing unparseable sender email addresses. * Add a missing table element to the Outgoing Mail element. * Allow 'requestors' on REST ticket creation because it was allowed in 3.8 (earlier versions of 4.0 only allowed requestor as a key). * Fix loading of _Vendor and _Local files in plugins. * Remove menu/page overlapping that prevented clicking on some links. * Handle invalid/unindexable Full Text Search records in Pg better. * Allow users without the ExecuteCode right to create Simple templates. * Ensure that templates which use heredocs won't have mysterious failures. * Fix null and NULL to work interchangeably in TicketSQL. * No longer match on an english string on the Jumbo page. This would result in the Comment/Correspond textarea remaining populated if using RT in a non-english locale. * Remove even more old REST restrictions on Custom Field, Queue and other object names. * Avoid warnings when building the menu on pages with invalid Queues or other objects. * Saved Search descriptions can safely contain [] without running afoul of the localization infrastructure. * Allow setting a Queue's Lifecycle back to 'default'. * Stop using HTML::Mason's cache_self method. It caused some rendering bugs with GnuPG keys and won't be fixed by upstream. * Fix RefersTo is NULL and Requestor is NULL to work properly in TicketSQL (before we only checked for IS NULL). * Instead of localizing Owner Name in the charting UI, instead localize the words separately. * When overriding $HomepageComponents or other reference config types in RT_SiteConfig.pm, the name would not render properly on Configuration.html. * Clean up session lockfiles because Apache::Session::File doesn't. * Improve Custom Field Upload rendering when multiple files have been uploaded. * Bust the cache used by the SelectQueue widget when a Queue's name changes. * Dates on the Bulk Update page such as Due, Told, etc are now rendered as DateTimes. Features * The Rights Editor now keeps track of the user/group and tab selected when submitting and switching between states. * Allow bookmarking tickets from the mobile interface. * Warn less when your RT is behind a proxy. * New CheckMoreMSMailHeaders config option that tries harder to detect outlook and repair weird linespacing issues in text parts. * New callbacks to add more information to the Outgoing Mail elements. * When listing statuses for multiple Queues/Lifecycles, group statuses by Lifecycle (collapsing Lifecycles with identical Status lists). This provides a more navigable status list on pages such as the Bulk Update. * Improve performance of shrink_cgm_table.pl and shrink_transactions_table.pl by processing more rows at a time. * When updating fields that contain lots of text (such as templates) don't display the entire contents of the template. * Add Custom Field styling and a callback to easily add CFs in the mobile UI. * Search Results that display many
Re: [rt-users] Find ticket numbers of tickets with large attachments
Hy Rus, How would I apply the query you listed to the query I listed? I'm not sure how to combine the two. Op Jan 16, 2013, om 9:21 PM heeft Ruslan Zakirov r...@bestpractical.com het volgende geschreven: Hi, Attachments.TransactionId = Transactions.id, Transactions.ObjectId = Tickets.id WHERE Transactions.ObjectType = 'RT::Ticket'. On Thu, Jan 17, 2013 at 12:08 AM, Remy van Elst re...@relst.nl wrote: Hello, I'm trying to find the ticket numbers of large attachments in my RT instance. It is RT 4.0.8 running on Ubuntu 12.04, and I'm the root user for this search quest. I've constructed the following MySQL query: select t.ObjectID,i.Subject from Attachments i LEFT OUTER JOIN Transactions t on t.ObjectId = i.id where LENGTH(CONTENT) 4; which would hopefully return the attachment ticket number. I've read on this message: http://lists.bestpractical.com/pipermail/rt-users/2007-June/046395.html The Attachments:TransactionId column points to a Transactions record whose Transactions:ObjectId column contains the ticket number. but when searching in RT for a ticket number returned by the SQL query it gives me a Ticket does not found error. Also, after ObjectId 65535 the returned ObjectID's are displayed as NULL in the query result. How can I get the ticket numbers which have attachments larger than 4 MB? What am I doing wrong, or overlooking? Sincerely, -- Best regards, Ruslan.
Re: [rt-users] Creating ticket dependent on browser !
Hello, Authentication is done with RT::Authen::ExternalAuth. I had to fully empty FF's cache in order to have a correct queue list in the ticket creation. All is fine now. Maybe an entry in the FAQ could mention this ? Are queues still cached in RT 4.x ? Thanks for your answers and have a nice day. Loïc Mahé Toulouse, France -Message d'origine- De : rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] De la part de Kevin Falcone Envoyé : mercredi 16 janvier 2013 21:56 À : rt-users@lists.bestpractical.com Objet : Re: [rt-users] Creating ticket dependent on browser ! Loïc Mahé Toulouse, France On Wed, Jan 16, 2013 at 11:47:44PM +0400, Ruslan Zakirov wrote: Rich Text Editor that is shipped with RT 3.8 doesn't work with FF 18. Try to google archives. I think we have a fix, but can not find it and don't have time to dig more :) Ruz - Assuming you're thinking of this https://github.com/bestpractical/rt/commit/08ae31080d1ddf95b30a73e6ec8af909a68f4030 That was in 3.8.10. For the original author: Using RT 3.8.10 on Solaris with Authentication against Microsoft Active Directory, I've encountered an odd behaviour. When I try to create the ticket with my account (which BTW is RT superuser) with Internet Explorer 8, it works. With the *same* user under Firefox (18.0), it doesn't work, the queue is simply not displayed in the scrollable menu when you want to choose the destination queue ! How are you doing the auth? mod_auth_kerb? RT-Authen-ExternalAuth? Please note that on 3.8 we cached queues aggressively, so if you are picking up an existing session on FF you'd get a stale queue list. -kevin
