Re: [rt-users] RT4 Postfix/Apache Email Return-Path causing issues
On 21/03/2013 22:35, Billington, James wrote:
If I understand you all correctly it appears that if I use the sendmail -f
argument it will only change the Return-Path header. If that's true then
the documentation is confusing. Maybe a note should be added to the
documentation clarifying this. Perhaps more detail about the sendmail -f
argument and the $SetOutgoingMailFrom option.
Those options change the *envelope* address i.e., the MAIL FROM in the
smtp transaction:
MAIL FROM:
RCPT TO:
DATA
Subject: ...
From: ...
To: ...
blah
.
and the Return-path is set by the last smtp in the workflow, to this
envelope sender (MAIL FROM) which can be different from the From:.
Typically, you want fhe From: to be the queue email (where the target
user will reply, this is how RT works), but the envelope sender to be
some administrative address outside of RT like postmas...@foo.bar. This
last one will receive any bounces, i.e. any mail sent by RT to an email
address that does not works (quota full, non existent address, ...).
Sending the bounces to an RT queue is often not wanted as this will
create new tickets.
So you should just set something like:
RT 4.0:
Set($SendmailArguments , '-oi -t -fpostmas...@foo.bar');
RT =4.0:
Set($SetOutgoingMailFrom, 1);
Set($OverrideOutgoingMailFrom, {
'Default' = 'postmas...@foo.bar',
},
);
I agree that the documentation should be more accurate about which
From it affects and rather than talking about 'sendmail -f', talking
about bounce/envelope/return-path.
--
Easter-eggs Spécialiste GNU/Linux
44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité
Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 43 35 00 76
mailto:elac...@easter-eggs.com - http://www.easter-eggs.com
Re: [rt-users] RT4 Postfix/Apache Email Return-Path causing issues
On 22/03/2013 10:12, Emmanuel Lacour wrote: [...] whoops, didn't read the full threat, this as already been answered ;) -- Easter-eggs Spécialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 43 35 00 76 mailto:elac...@easter-eggs.com - http://www.easter-eggs.com
Re: [rt-users] Recognize tickets created via email or via web
On 21/03/2013 12:38, Michele Bergonzoni wrote: I have a custom scrip where I want to distinguish whether the ticket was created via email or via web. Now I am looking at ther Received: header of the first attachment of the first transaction of the ticket: [...] This apparently works and has insofar not misclassified, but seems quite ugly to me. For example, future versions of RT could add a Received: with the IP address where the web connection came from (many webmails do that). I didn't even try with a ticket created via CLI. Can anyone suggest a better and future-proof approach? well that's what I used to used since a long time and it still works ;) if you look at the transactions and attachments table, there is currently no dedicated field/header set by RT to distinguish those transactions. SO as of now, looking at the Received header looks the best solution. -- Easter-eggs Spécialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 43 35 00 76 mailto:elac...@easter-eggs.com - http://www.easter-eggs.com
Re: [rt-users] Recognize tickets created via email or via web
On 03/22/2013 05:19 PM, Emmanuel Lacour wrote: On 21/03/2013 12:38, Michele Bergonzoni wrote: I have a custom scrip where I want to distinguish whether the ticket was created via email or via web. Now I am looking at ther Received: header of the first attachment of the first transaction of the ticket: [...] This apparently works and has insofar not misclassified, but seems quite ugly to me. For example, future versions of RT could add a Received: with the IP address where the web connection came from (many webmails do that). I didn't even try with a ticket created via CLI. Can anyone suggest a better and future-proof approach? well that's what I used to used since a long time and it still works ;) if you look at the transactions and attachments table, there is currently no dedicated field/header set by RT to distinguish those transactions. SO as of now, looking at the Received header looks the best solution. Another option would be to modify RT::Interface::Email.pm and RT::Interface::Web.pm to insert the desired header into the generated message (in the case of Web.pm) or parsed email (in the case of Email.pm). You could probably make a convincing case for such a patch to be accepted into RT proper, at least for adding a header to Web.pm generated messages; probably harder to argue modification of externally originated mail for Email.pm. -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training Services
[rt-users] RT::Tickets-LimitWatcher based on RT::Principal-id?
My client created a bunch of RT ids without email addresses. Is there any way to do a query to find that person's tickets (ie where they are the requestor)? RT::Tickets-LimitWatcher is based on email address, and I'd like to limit based on their RT::Principal-id instead. Is there a call to do that? -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin
[rt-users] Custom status and page action menu?
Hello there,
I'm running RT4 on Debian Squeeze, everything fine so far.
I have set up a custom status, according to
http://requesttracker.wikia.com/wiki/CustomStatusesInRt4. Works fine
also.
I run two queues, Level1 and Level2. My Level2 users now have a custom
status returned. When chosing this status for a ticket, the ticket
will change the queue to Level1, will be set to unowned and escalations
will be reste to the beginning. This whole thing works fine.
What does not work: The action (set the ticket's status to returned)
does not show up at the page action menu (quicklinks depending on the
current ticket's status like Reply Comment Forward Stall Resolve Reject
Extract Article.
My cumstom section:
#Custom Status
Set(%Lifecycles,
default = {
initial = [ 'new' ],
active = [ 'open', 'stalled', 'returned' ],
inactive= [ 'resolved', 'rejected', 'deleted' ],
defaults = {
on_create = 'new',
on_merge = 'resolved',
approved = 'open',
denied= 'rejected',
reminder_on_open = 'open',
reminder_on_resolve = 'resolved',
},
transitions = {
'' = [qw(new open resolved)],
# from = [ to list ],
new = [qw(open stalled returned resolved rejected
deleted)],
open = [qw(new stalled returned resolved rejected
deleted)],
stalled = [qw(new open rejected returned resolved deleted)],
returned = [qw(new open stalled rejected deleted)],
resolved = [qw(new open stalled rejected deleted)],
rejected = [qw(new open stalled returned resolved deleted)],
deleted = [qw(new open stalled rejected resolved)],
},
rights = {
'* - deleted' = 'DeleteTicket',
'* - *'= 'ModifyTicket',
},
actions = [
'new - open' = {
label = 'Open It', # loc
update = 'Respond',
},
'new - resolved' = {
label = 'Resolve', # loc
update = 'Comment',
},
'new - rejected' = {
label = 'Reject', # loc
update = 'Respond',
},
'new - deleted' = {
label = 'Delete', # loc
},
'new - returned' = {
label = 'Return', # loc
},
'open - stalled' = {
label = 'Stall', # loc
update = 'Comment',
},
'open - resolved' = {
label = 'Resolve', # loc
update = 'Comment',
},
'open - rejected' = {
label = 'Reject', # loc
update = 'Respond',
},
'open - returned' = {
label = 'Return', # loc
},
'stalled - open' = {
label = 'Open It', # loc
},
'resolved - open' = {
label = 'Re-open', # loc
update = 'Comment',
},
'rejected - open' = {
label = 'Re-open', # loc
update = 'Comment',
},
'deleted - open' = {
label = 'Undelete', # loc
},
],
},
Any ideas anyone?
Thanks in advance and kind regards, Patrick
Re: [rt-users] Recognize tickets created via email or via web
Michele, if you upgrade to RT 4.0.9 you can use the X-RT-Interface
header. The potential values are Email, Web, Mobile, REST, and API.
Craig,
Another option would be to modify RT::Interface::Email.pm and
RT::Interface::Web.pm to insert the desired header into the generated
message (in the case of Web.pm) or parsed email (in the case of
Email.pm). You could probably make a convincing case for such a patch to
be accepted into RT proper...
This is exactly what we've done:
tom@whaam rt (4.0-trunk=) $ git ack 'X-RT-Interface'
lib/RT/Interface/Email.pm
1567:$head-replace('X-RT-Interface' = 'Email');
lib/RT/Interface/Web.pm
2077:X-RT-Interface = $args{Interface},
2121:$Message-head-delete('X-RT-Interface');
lib/RT/Ticket.pm
2243:$args{'MIMEObj'}-head-replace('X-RT-Interface' = 'API')
2244:unless $args{'MIMEObj'}-head-get('X-RT-Interface');
share/html/REST/1.0/Forms/ticket/comment
95:'X-RT-Interface' = 'REST',
share/html/REST/1.0/Forms/ticket/default
192:'X-RT-Interface' = 'REST',
share/html/REST/1.0/ticket/comment
112:'X-RT-Interface' = 'REST',
Re: [rt-users] Recognize tickets created via email or via web
Il 22/03/2013 17.48, Thomas Sibley wrote: Michele, if you upgrade to RT 4.0.9 you can use the X-RT-Interface header. The potential values are Email, Web, Mobile, REST, and API. Many thanks to you and to other people who pointed this out privately, this is exactly what I was looking for. Regards, Bergonz -- Ing. Michele Bergonzoni - Laboratori Guglielmo Marconi S.p.a. Phone:+39-051-6781926 e-mail: berg...@labs.it alt.advanced.networks.design.configure.operate
[rt-users] Custom selection pulldown in QuickCreate portal
I have created a custom pull down selection in the QuickCreate portal after copying the original file over to \local I can select from one any number of Show Names in the list. Can anyone tell me how I can now save that data as custom field data to search on later. I am thinking the magic has to be done index.html? The problem encountered is that we must have a custom field in the Quick Create Portlet. Only one is needed but it is important.
