Re: [rt-users] Cloning a transaction into another ticket
In the mean time I have found out an easier way of doing what I want: my $transaction = RT::Transaction-new(RT::SystemUser); $transaction-Load(43397); my $user = RT::User-new(RT::SystemUser); $user-Load($transaction-Creator); my $ticket = RT::Ticket-new($user); $ticket-Load(4747); $ticket-Correspond(Content = $transaction-Content); But this only gets me the message text copied into the other ticket. But since Correspond method can take MIMEObj, I guess my question now is if there's an easy way of recreating MIMEObj from transaction and its attachments? Maciek
[rt-users] What sort of site authentication does RT use?
Hi We're attempting to gain access to RT to index it with a third party application over https and we aren't sure what the type of authentication the secure RT site employs when we get to the login screen, Is it Basic HTTP Authentication, NTLM Authentication, Form-Based Authentication? Regards, Jason van Wyngaard *P** Please consider the environment before printing this email*
Re: [rt-users] What sort of site authentication does RT use?
We're attempting to gain access to RT to index it with a third party application over https and we aren't sure what the type of authentication the secure RT site employs when we get to the login screen, Is it Basic HTTP Authentication, NTLM Authentication, Form-Based Authentication? The default RT installation is form-based.
[rt-users] Issues with RT4.x and apache proxypass and white space in search results.
Hi all, We would like to proxypass traffic for RT for various reasons. This works perfectly for most applications and for about 95% of RT. The issue is in the Query Builder. The Results.html contains spaces in the URL. This causes problems for Apache's proxypass / proxypassreverse. It replaces white spaces with %2x and RT blows up with this error: An internal RT error has occurred. Your administrator can find more details in RT's log files. Does anyone know how to fix this issue? Thanks, Pete -- Peter Boguszewski Technical Manager of Library Systems UW Madison - Library Technology Group pboguszew...@library.wisc.edu 608.262.4768
Re: [rt-users] Cloning a transaction into another ticket
Am 16.04.2013 13:48, schrieb Maciej Dobrzanski: $ticket-Correspond(Content = $transaction-Content); I think $ticket-Correspond(Content = $transaction-ContentAsMIME); is what you search for. Chris
[rt-users] Custom condition for script
I have a couple users that can't be trained to CC each other, and they need to
be CC'd on everything they create, but they also aren't the only ones creating
to the queue so I can't just set them as a watcher for the queue.
Basically I would like to check on create to see if they are one or the other
user, and if they are then I would like to add their counterpart as a CC to the
ticket. Basically some code that looks like this:
if(user=bob | bill) {
AddUserAsCCToTicket(bobbill)
}
The bad news here is that I'm incredibly dumb when it comes to perl, and have
no grasp at all of the syntax much less the methods to use.
I'm guessing I put stuff like this in scrips, but I'm not 100% and I'm not sure
if that can be put entirely in the condition or if I need to put it in both the
condition and the action...
Cheers
Miles Scruggs
mi...@digitalphotobox.net
smime.p7s
Description: S/MIME cryptographic signature
Re: [rt-users] Problem setting up RT database
On Mon, Apr 15, 2013 at 09:48:42AM -0400, Jessica Reuter wrote: I can't click on that link when it pops up (although since I was using a terminal I didn't realize it was a link to begin with), It's a URL - just copy and paste it into a browser if your terminal doesn't make them clicky. and using make initialize-database tells me it can't connect, access denied for user root. Did you type your password correctly? Does the root user have access to the database server? What's in the logs for the database server? There are so many things to check. -kevin pgpj9IKI6JJzS.pgp Description: PGP signature
Re: [rt-users] Issues with RT4.x and apache proxypass and white space in search results.
On Tue, Apr 16, 2013 at 09:52:29AM -0500, Peter Boguszewski wrote: We would like to proxypass traffic for RT for various reasons. This works perfectly for most applications and for about 95% of RT. The issue is in the Query Builder. The Results.html contains spaces in the URL. This causes problems for Apache's proxypass / proxypassreverse. It replaces white spaces with %2x and RT blows up with this error: An internal RT error has occurred. Your administrator can find more details in RT's log files. Does anyone know how to fix this issue? You left out your actual RT version. Using 4.0.11 and a proxypass configuration, I don't see *any* unescaped whitespace when using the Query Builder. Also - you can always look in the backend RT server's logs to see the full error. This is the only real way to debug what you're seeing. -kevin pgp0EVxscfQ8B.pgp Description: PGP signature
Re: [rt-users] CommandByMail is not working
On Sun, Apr 14, 2013 at 2:55 PM, Asif Iqbal vad...@gmail.com wrote:
I installed RT-Extension-CommandByMail-0.10 on my RT 3.8.2 and setup the
config like below.
Set( @Plugins, qw( RT::Authen::ExternalAuth RT::Extension::CommandByMail )
);
Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction));
Setup a custom field TAG of type 'Enter one value' for the help queue then
send an email to the comment address of a ticket I own, as me, of the
following
This is a comment
CF.{TAG}: comment1
I do not see any value showing for the custom field TAG on the ticket.
I do not see any log in debug about the custom field either.
I did restart apache after making change to the config.
What gives?
Could not find anything in the mailing list that has exact same issue. What
am I doing wrong?
--
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] CommandByMail is not working
Hi Asif,
Can you test basic functionality. Like change the status with:
Status: resolved
at the top of your reply email. I'm just wondering if CommandByMail isn't
working or you are just having issues with the interaction with Custom Fields.
I just installed CommandByMail, but it was on version 4 not three. It is
working great.
Cheers
Miles Scruggs
On Apr 16, 2013, at 12:32 PM, Asif Iqbal vad...@gmail.com wrote:
On Sun, Apr 14, 2013 at 2:55 PM, Asif Iqbal vad...@gmail.com wrote:
I installed RT-Extension-CommandByMail-0.10 on my RT 3.8.2 and setup the
config like below.
Set( @Plugins, qw( RT::Authen::ExternalAuth RT::Extension::CommandByMail ) );
Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction));
Setup a custom field TAG of type 'Enter one value' for the help queue then
send an email to the comment address of a ticket I own, as me, of the
following
This is a comment
CF.{TAG}: comment1
I do not see any value showing for the custom field TAG on the ticket.
I do not see any log in debug about the custom field either.
I did restart apache after making change to the config.
What gives?
Could not find anything in the mailing list that has exact same issue. What
am I doing wrong?
smime.p7s
Description: S/MIME cryptographic signature
Re: [rt-users] Problem setting up RT database
Thanks for bearing with me; apparently it was a configuration issue on my end and it's fixed now. On Tue, Apr 16, 2013 at 2:39 PM, Kevin Falcone falc...@bestpractical.comwrote: On Mon, Apr 15, 2013 at 09:48:42AM -0400, Jessica Reuter wrote: I can't click on that link when it pops up (although since I was using a terminal I didn't realize it was a link to begin with), It's a URL - just copy and paste it into a browser if your terminal doesn't make them clicky. and using make initialize-database tells me it can't connect, access denied for user root. Did you type your password correctly? Does the root user have access to the database server? What's in the logs for the database server? There are so many things to check. -kevin
[rt-users] Web server clarification
Hi all, I have RT and its database installed and running properly, but now I need to set up the web server. I'm quite confused on how to do that, even with the readme -- it's really just given me more questions than answers. If anyone could help me out with a few of these questions, I'd really appreciate it. 1. What's the difference between the standalone server and the apache server? 2. Which type of server should you use for development and testing versus production? 3. Is the standalone server integrated into apache? 4. Can you have a standalone RT server and an apache server on the same box? If so, how? 5. How do you handle big attachments with the web server? It looks like the possible size got diminished from the last version. 6. Are there any step-by-step walkthroughs out there that are clearer than the readme, that explain what is being done and why? I'm very inexperienced with setting things up on servers, so this whole thing has been kind of overwhelming. Thanks!
Re: [rt-users] Warning when open ticket 'Modify people' in RT4
On Fri, Apr 12, 2013 at 05:01:38PM -0500, Ken Johnson wrote: I recently upgraded an RT installation from 3.4.5 to 4.0.7, in parallel to the original installation, and am still testing RT 4.0. In general things look good now, but I receive this warning in the Apache2 error.log when I select the Modify people option for a ticket. For example, (http://10.20.30.40/rt4/Ticket/ModifyPeople.html?id=12345) (real IP address obscured...) [Fri Apr 12 21:34:10 2013] [warning]: Use of uninitialized value $Text::Template::GEN5::comment in substitution (s///) at template line 1. (template:1) Your Admin Comment template likely contains older code that a) warns and b) has some bugs. You can go find that template and compare it to the code here: https://github.com/bestpractical/rt/blob/stable/etc/initialdata#L295 After editing your template, ensure that AdminCcs are still sent mail on Comments. It's easy to introduce errors there. -kevin Thanks for this helpful pointer. I checked/updated all of the templates, and added the missing password change template. Ken
Re: [rt-users] Web server clarification
On Wed, Apr 17, 2013 at 12:46 AM, Jessica Reuter jessicawrite...@gmail.comwrote: Hi all, I have RT and its database installed and running properly, but now I need to set up the web server. I'm quite confused on how to do that, even with the readme -- it's really just given me more questions than answers. If anyone could help me out with a few of these questions, I'd really appreciate it. 1. What's the difference between the standalone server and the apache server? standalone server is a pure perl HTTP server that you can use to play with RT. Go with apache in production. 2. Which type of server should you use for development and testing versus production? standalone is perfect in development, one command line and server is up and running, no need to configure apache. RT core developers use it all the time. 3. Is the standalone server integrated into apache? no. 4. Can you have a standalone RT server and an apache server on the same box? If so, how? Yes, you can. Standalone server by default start on higher port. I wouldn't recommend to use production as play ground. It's so easy to pick wrong configuration and start playing with production DB without noticing. 5. How do you handle big attachments with the web server? It looks like the possible size got diminished from the last version. More context on this question, please. 6. Are there any step-by-step walkthroughs out there that are clearer than the readme, that explain what is being done and why? Have you read http://bestpractical.com/rt/docs/latest/web_deployment.html ? I'm very inexperienced with setting things up on servers, so this whole thing has been kind of overwhelming. Thanks! -- Best regards, Ruslan.
[rt-users] RT ticket body shows GMT time instead of PST (GMT -7) in the Date: field
Hello, I've noticed a discrepancy in the time displayed in the ticket body when an transaction is entered via e-mail. Looking at the SMTP headers directly from the RT GUI it shows the time as being correct in the Received: sections of the header however the Date: field shows the time in GMT. Environment: RT v 3.8.5 soon to be upgraded to latest version running on RHEL4 x32 w/Apache, MySQL and FastCGI E.g. Correct time is: Mon, 15 Apr 2013 17:57:38 -0700 as noted in the Received sections of the mail header. Incorrect time shows as: Tue, 16 Apr 2013 00:57:34 + in the actual ticket Date: field of the message body. What's confusing is that the transaction header shows properly: Mon Apr 15 17:25:51 2013 joe.schmoe - Ticket created Then follows the CC:, Subject: and Date: where the date appears as GMT instead of local time. The RT_SiteConfig.pm file config is set to: Set($Timezone , 'US/Pacific'); I checked the Linux server time config and it points to America\Los Angeles using UTC. Where else can I look to ensure that this Date: field reports the correct time zone? Thank you in advance for any pointers. ~Pete_Jibe Disclaimer: This electronic message may contain information that is Confidential or legally privileged. It is intended only for the use of the individual(s) and entity named in the message. If you are not an intended recipient of this message, please notify the sender immediately and delete the material from your computer. Do not deliver, distribute or copy this message and do not disclose its contents or take any action in reliance on the information it contains.
Re: [rt-users] Limit Owner dropdown to only privileged users
I am having this same problem in RT 4.0.7, but your solution doesn't work for me as there is no OwnTicket option in Group Rights under either group or queue configurations. What is the new way of limiting ticket ownership to priveleged users? -- Paul -- -- View this message in context: http://requesttracker.8502.n7.nabble.com/Limit-Owner-dropdown-to-only-privileged-users-tp10765p53502.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] CommandByMail is not working
On Tue, Apr 16, 2013 at 4:01 PM, Miles Scruggs mi...@digitalphotobox.netwrote:
Hi Asif,
Can you test basic functionality. Like change the status with:
Status: resolved
at the top of your reply email. I'm just wondering if CommandByMail isn't
working or you are just having issues with the interaction with Custom
Fields.
Does not look like it is working at all.
I sent the following email with a comment and I see the comment shows up
but the Status did not change
comment 8
Status: resolved
Here is log related to that last transaction
[Wed Apr 17 03:50:03 2013] [info]:
rt-3.8.2-26149-1366170602-632.1208249-87-0-7509423-2671...@webrt.example.net
#1208249/7509423 - Scrip 87 Imported from RT 2.0
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:306)
[Wed Apr 17 03:50:03 2013] [crit]:
rt-3.8.2-26149-1366170602-632.1208249-8...@webrt.example.net: Could not
send mail. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:478)
[Wed Apr 17 03:50:03 2013] [info]:
rt-3.8.2-26149-1366170603-1478.1208249-159-0-7509423-2671...@webrt.example.net
#1208249/7509423 - Scrip 159 On Comment Notify Other Recipients as Comment
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:306)
[Wed Apr 17 03:50:03 2013] [info]:
rt-3.8.2-26149-1366170603-1478.1208249-15...@webrt.example.net No
recipients found. Not sending.
(/opt/rt3/bin/../lib/RT/Interface/Email.pm:338)
I just installed CommandByMail, but it was on version 4 not three. It is
working great.
Cheers
Miles Scruggs
On Apr 16, 2013, at 12:32 PM, Asif Iqbal vad...@gmail.com wrote:
On Sun, Apr 14, 2013 at 2:55 PM, Asif Iqbal vad...@gmail.com wrote:
I installed RT-Extension-CommandByMail-0.10 on my RT 3.8.2 and setup the
config like below.
Set( @Plugins, qw( RT::Authen::ExternalAuth RT::Extension::CommandByMail
) );
Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction));
Setup a custom field TAG of type 'Enter one value' for the help queue then
send an email to the comment address of a ticket I own, as me, of the
following
This is a comment
CF.{TAG}: comment1
I do not see any value showing for the custom field TAG on the ticket.
I do not see any log in debug about the custom field either.
I did restart apache after making change to the config.
What gives?
Could not find anything in the mailing list that has exact same issue.
What am I doing wrong?
--
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] Control Update on ticket
On 04/15/2013 12:31 PM, Kevin Holleran wrote: There are several other queues A,B,C,D etc that the ticket would move through and needed approvals through every step. Use RT's built in approvals; they do just what you want. Some docs: http://bestpractical.com/rt/docs/latest/customizing/approvals.html To move the ticket between your queues when approved/rejected, you'll use a custom scrip that triggers when the ticket status moves from new to open or rejected.
Re: [rt-users] Limit Owner dropdown to only privileged users
Paul, To own a ticket, you have to have the right to Take a ticket. Kenn On Tue, Apr 16, 2013 at 7:31 PM, hopcon suppo...@hopkinsonconsulting.com.au wrote: I am having this same problem in RT 4.0.7, but your solution doesn't work for me as there is no OwnTicket option in Group Rights under either group or queue configurations. What is the new way of limiting ticket ownership to priveleged users? -- Paul -- -- View this message in context: http://requesttracker.8502.n7.nabble.com/Limit-Owner-dropdown-to-only-privileged-users-tp10765p53502.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
