Re: [rt-users] CommandByMailGroup setting

2013-05-09 Thread Jeff Voskamp

On 05/09/2013 12:04 AM, Thomas Lau wrote:

What if I need multiple groups?


Define a new group consisting of all the constituent groups.

Jeff



--
RT Training in Seattle, June 19-20: http://bestpractical.com/training


[rt-users] Default queue and the correspondence address.

2013-05-09 Thread Russell Jones

Hi all,

I have noticed that when sending a new email to my 
CorrespondenceAddress, a new ticket is created in my General queue. I 
now noticed that the DefaultQueue setting is not the reasoning for this 
behavior according to the manual, and I am unable to find why this is 
happening.


My general queue does not have a queue specific email, but is queue ID 
1. Is RT just choosing the lowest queue ID that uses the 
CorrespondenceAddress to try to create the ticket in?



--
RT Training in Seattle, June 19-20: http://bestpractical.com/training


[rt-users] Problem with multple new tickets on same subject

2013-05-09 Thread Mª Eugenia Moreno
I am not sure if there is any solution to this. I have been digging
everywhere for information but I couldn't find any solution.

I am currently using RT 4 as the ticketing system in my company. Below is
the scenario:

Colleague A emails to the RT’s email and include Colleague B in the loop as
Cc.

RT create new ticket (#1 New Test Ticket) and send auto reply email
to Colleague A with Ticket ID.

Colleague B ”reply all”  on the original email sent by Colleague A  thus
creating another ticket on RT (#2 RE: New Test Ticket).

Is there a way to recognize the subject text instead of the ticket ID to
avoid the creation of a new ticket? The ideal situation would be to add B
email to the same ticket of A email instead of creating a new ticket. At
the moment I am doing manually, I go to RT interface and link ticket #2 to
ticket #1.

I would be very grateful if someone could help.

Thanks a lot,

Maria


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

Re: [rt-users] Problem with multple new tickets on same subject

2013-05-09 Thread k...@rice.edu
On Thu, May 09, 2013 at 05:14:59PM +0100, Mª Eugenia Moreno wrote:
 I am not sure if there is any solution to this. I have been digging
 everywhere for information but I couldn't find any solution.
 
 I am currently using RT 4 as the ticketing system in my company. Below is
 the scenario:
 
 Colleague A emails to the RT’s email and include Colleague B in the loop as
 Cc.
 
 RT create new ticket (#1 New Test Ticket) and send auto reply email
 to Colleague A with Ticket ID.
 
 Colleague B ”reply all”  on the original email sent by Colleague A  thus
 creating another ticket on RT (#2 RE: New Test Ticket).
 
 Is there a way to recognize the subject text instead of the ticket ID to
 avoid the creation of a new ticket? The ideal situation would be to add B
 email to the same ticket of A email instead of creating a new ticket. At
 the moment I am doing manually, I go to RT interface and link ticket #2 to
 ticket #1.
 
 I would be very grateful if someone could help.
 
 Thanks a lot,
 
 Maria

Hi Maria,

You may want to take a look at this set of patches:

http://code.google.com/p/rt-references/

We use something very similar in-house.

Regards,
Ken


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

Re: [rt-users] Problem with multple new tickets on same subject

2013-05-09 Thread Jok Thuau
Has anyone from best practical considered integrating these patches in the
source? (seems quite harmless from where I stand)

Would one just fork the github repo and submit a pull request from there?

Thanks,
Jok
-- 
| Joachim Thuau | IT Systems Engineer - Linux / SpaceX |





On 5/9/13 10:23 AM, k...@rice.edu k...@rice.edu wrote:

On Thu, May 09, 2013 at 05:14:59PM +0100, Mª Eugenia Moreno wrote:
 I am not sure if there is any solution to this. I have been digging
 everywhere for information but I couldn't find any solution.
 
 I am currently using RT 4 as the ticketing system in my company. Below
is
 the scenario:
 
 Colleague A emails to the RT¹s email and include Colleague B in the
loop as
 Cc.
 
 RT create new ticket (#1 New Test Ticket) and send auto reply email
 to Colleague A with Ticket ID.
 
 Colleague B ²reply all²  on the original email sent by Colleague A  thus
 creating another ticket on RT (#2 RE: New Test Ticket).
 
 Is there a way to recognize the subject text instead of the ticket ID to
 avoid the creation of a new ticket? The ideal situation would be to add
B
 email to the same ticket of A email instead of creating a new ticket. At
 the moment I am doing manually, I go to RT interface and link ticket #2
to
 ticket #1.
 
 I would be very grateful if someone could help.
 
 Thanks a lot,
 
 Maria

Hi Maria,

You may want to take a look at this set of patches:

http://code.google.com/p/rt-references/

We use something very similar in-house.

Regards,
Ken


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training



-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training


[rt-users] RT not emailing tickets after old exchange server decomissioning.

2013-05-09 Thread DeCoste, Wayne
Hello.

We have recently migrated over to a new exchange environment. After we 
decommissioned the old server we began to have issues with mail outs from RT.
Our linux\unix\rt admin is no longer accessible, so I am attempting to get mail 
working on this server. Please excuse my lack of knowledge and general 
unfamiliarity with the system. I'm new to working with RT.

Steps so far :

- Reviewed support

- Run yast2 and changed the MTA outgoing mail server to our new server fqdn. 
Heres what the setting look like :
MTA - Permanent - Outgoing Mail Server:new fqdn -Use TLS:masquerade - 
Accept Remote SMTP Connections (downloading: empty, \ forward root mail: empty).

- Then rebooted the RT server. No joy.

- Checked the aliases file in the /.etc folder. There are no references to my 
old mail server to change to the new mail server and the aliases are correct.

- I ran the  newaliases command to be safe.

- I am able to ping my mail server from RT

- I am able to establish an smtp connection over port 25.

I would welcome any suggestions on how to get ticket mailout working again.



-  Wayne


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

Re: [rt-users] RT::Authen::ExternalAuth extension loading issue

2013-05-09 Thread Alex Vandiver
On Thu, 2013-05-09 at 11:51 +1200, Chris Foster wrote:
 Error while loading /opt/rt4/sbin/rt-server: Attempt to reload
 RT/Authen/ExternalAuth.pm aborted. \nCompilation failed in require
 at /opt/rt4/sbin…/lib/RT.pm line 730.

Please show the complete error.  There should be an error message above
that.

I suspect that you don't have all of the dependencies for
RT::Authen::ExternalAuth installed.
 - Alex




-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

Re: [rt-users] Default queue and the correspondence address.

2013-05-09 Thread Alex Vandiver
On Thu, 2013-05-09 at 10:18 -0500, Russell Jones wrote:
 I have noticed that when sending a new email to my 
 CorrespondenceAddress, a new ticket is created in my General queue. I 
 now noticed that the DefaultQueue setting is not the reasoning for this 
 behavior according to the manual, and I am unable to find why this is 
 happening.

Look at your incoming mail aliases.  The --queue option to rt-mailgate
controls where tickets are created.
 - Alex



-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training


[rt-users] Best Practical Presents RT Comprehensive Training in Seattle, WA June 19-20, 2013

2013-05-09 Thread Talena Gandy
Our Q2 training will be held in Seattle, Washington on June 19th  20th. Space 
is limited, so please RSVP as soon as possible to guarantee a seat.

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convert, you'll have a good understanding of all of RT's features and 
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The first day starts off with a tour of RT's web interface and continues with a 
detailed exploration and explanation of RT's functionality, aimed at 
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notifications, and the basics of Lifecycles.

The second day of training picks up with server-side RT administration and 
dives into what you need to safely customize and extend RT. We'll cover 
upgrading and deploying RT, database tuning, advanced Lifecycle configurations, 
writing tools with RT's API, building an extension, and demonstrate how to 
extensibly alter the web UI and internal functions.

It goes without saying that you'll get the most out of training if you attend 
both days of the course, but we've designed the material so that you can step 
out after the first day with a dramatically improved understanding of how to 
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RT do your bidding.

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The cost of the class includes training materials, a continental breakfast and 
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Unfortunately we are unable to accept American Express or PayPal.

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* If you want to attend both days or a single day
* Full names and email addresses of attendees

Please also contact us at train...@bestpractical.com for discounted pricing if 
you are from an academic institution or if you'd like to send more than 3 
people.

-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

Re: [rt-users] Default queue and the correspondence address.

2013-05-09 Thread Russell Jones

Thanks Alex,

I did, I do not have a --queue defined for the correspondence alias, 
only --action correspond, which is what raised this question of Why 
is this working? :-)



On 5/9/2013 2:29 PM, Alex Vandiver wrote:

On Thu, 2013-05-09 at 10:18 -0500, Russell Jones wrote:

I have noticed that when sending a new email to my
CorrespondenceAddress, a new ticket is created in my General queue. I
now noticed that the DefaultQueue setting is not the reasoning for this
behavior according to the manual, and I am unable to find why this is
happening.

Look at your incoming mail aliases.  The --queue option to rt-mailgate
controls where tickets are created.
  - Alex







--
RT Training in Seattle, June 19-20: http://bestpractical.com/training


Re: [rt-users] RT not emailing tickets after old exchange server decomissioning.

2013-05-09 Thread Darin Perusich
You mentioned yast2 so you're using some SuSE variant.

What's the output of postconf relayhost? You should see something
like 'relayhost = [new.server.com]'.

Are you able to send mail in general from the RT server? Try echo
hello | mail y...@address.com and check your inbox.

If you don't receive the message what's the output of mailq? If it's
huge don't send the whole thing to the list, one entry should be
sufficient.

Check /var/log/mail for errors, it probably contains the reason why
delivery is failing.

--
Later,
Darin


On Thu, May 9, 2013 at 3:11 PM, DeCoste, Wayne deco...@hiaa.ca wrote:
 Hello.



 We have recently migrated over to a new exchange environment. After we
 decommissioned the old server we began to have issues with mail outs from
 RT.

 Our linux\unix\rt admin is no longer accessible, so I am attempting to get
 mail working on this server. Please excuse my lack of knowledge and general
 unfamiliarity with the system. I’m new to working with RT.



 Steps so far :



 - Reviewed support



 - Run yast2 and changed the MTA outgoing mail server to our new server fqdn.
 Heres what the setting look like :

 MTA - Permanent - Outgoing Mail Server:new fqdn -Use TLS:masquerade -
 Accept Remote SMTP Connections (downloading: empty, \ forward root mail:
 empty).



 - Then rebooted the RT server. No joy.



 - Checked the “aliases” file in the /.etc folder. There are no references to
 my old mail server to change to the new mail server and the aliases are
 correct.



 - I ran the  “newaliases” command to be safe.



 - I am able to ping my mail server from RT



 - I am able to establish an smtp connection over port 25.



 I would welcome any suggestions on how to get ticket mailout working again.





 -  Wayne




 --
 RT Training in Seattle, June 19-20: http://bestpractical.com/training


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training


Re: [rt-users] Auto set timeworked based on started time and lastupdated time

2013-05-09 Thread Ruslan Zakirov
On Thu, May 9, 2013 at 6:56 AM, nonnick beo...@yahoo.com wrote:

 Hi all,

 I want to set time worked automatic based on: (time worked = updated time -
 started time). It's can show by hours/day/week... Like Duration field of
 JSGantt  Charts.

 Is there any way to do this.


Scrips is the right way to do this, but I think it's bad idea. TimeWorked
is for people to fill in.

With some hacking it's possible to write reports based on LastUpdated -
Started time interval. In 4.2 this would be built in functionality.


 Thanks
 Nonnick


-- 
Best regards, Ruslan.


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

Re: [rt-users] Want to pass a CF value to a child ticket in a different queue

2013-05-09 Thread Ruslan Zakirov
On Thu, May 9, 2013 at 5:13 AM, Joe Kirby ki...@umbc.edu wrote:

 Below is a template that works great for creating a child ticket
 automatically

 ===Create-Ticket: Financial Aid and Scholarships - Referral
 Subject: Referral to Counselor from Walk-In::{$Tickets{'TOP'}-Subject}
 Referred-To-By: {$Tickets{'TOP'}-Id}
 Queue: Financial Aid and Scholarships - Referral
 InitialPriority: 99
 FinalPriority: 99
 Requestor: {$Tickets{'TOP'}-RequestorAddresses}
 Content: This request is a referral from a walk-in customer for Financial
 Aid and Scholarships. The initial ticket has been closed but linked to this
 ticket for any pertinent information
 ENDOFCONTENT

 I have searched the wiki looking for an example of how I can pass a custom
 field value from a parent to the child.

 I was hoping if I assigned the custom fields to both queues, the parent
 and the child queues, then I could pass the value from the parent to the
 child via this template.

 Can anyone suggest a solution.


Have you looked at documentation?

http://bestpractical.com/rt/docs/latest/RT/Action/CreateTickets.html#Acceptable-Fields




 Thanks

 Joe



 Joe Kirby ,  Assistant Vice President, Business Systems
 Division of Information Technology (DoIT)
 Support Response -   http://www.umbc.edu/doit
 Administration 627
 Office - 410-455-3020
 Email - ki...@umbc.edu



 --
 RT Training in Seattle, June 19-20: http://bestpractical.com/training




-- 
Best regards, Ruslan.


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

Re: [rt-users] Problem with multple new tickets on same subject

2013-05-09 Thread Thomas Sibley
On 05/09/2013 10:52 AM, Jok Thuau wrote:
 Has anyone from best practical considered integrating these patches in the
 source? (seems quite harmless from where I stand)
 
 Would one just fork the github repo and submit a pull request from there?

This suggestion comes up once in a while, and there's been lengthy
discussion about it in the past on rt-users.  There are good reasons not
to use References: or subject matching heuristics all the time; it boils
down to common use cases which easily generate false positives
(associating email with an existing ticket instead of creating a new
one).  False positives are potentially much worse from a
privacy/security/information leak standpoint than false negatives.
Probably it should be configurable for sites which accept the pitfalls
of using References:.

It's too late to consider for RT 4.2, but maybe 4.4.


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training


Re: [rt-users] Problem with multple new tickets on same subject

2013-05-09 Thread Ruslan Zakirov
On Fri, May 10, 2013 at 12:59 AM, Thomas Sibley t...@bestpractical.comwrote:

 On 05/09/2013 10:52 AM, Jok Thuau wrote:
  Has anyone from best practical considered integrating these patches in
 the
  source? (seems quite harmless from where I stand)
 
  Would one just fork the github repo and submit a pull request from there?

 This suggestion comes up once in a while, and there's been lengthy
 discussion about it in the past on rt-users.  There are good reasons not
 to use References: or subject matching heuristics all the time; it boils
 down to common use cases which easily generate false positives
 (associating email with an existing ticket instead of creating a new
 one).  False positives are potentially much worse from a
 privacy/security/information leak standpoint than false negatives.
 Probably it should be configurable for sites which accept the pitfalls
 of using References:.

 It's too late to consider for RT 4.2, but maybe 4.4.


With new API, that is showed off in RepliesToResolved [1], it is very easy
to write this functionality as very clean and portable extension. Such
extension will work without patches with 4.0.8+ and most probably 4.2. With
small patches mentioned in the extension this will work in 4.0.0+.

I think extension instead of patches is good way to move forward rather
then try to push it into 4.2 core.

[1]
http://search.cpan.org/~falcone/RT-Extension-RepliesToResolved-0.02/lib/RT/Extension/RepliesToResolved.pm


 --
 RT Training in Seattle, June 19-20: http://bestpractical.com/training




-- 
Best regards, Ruslan.


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

Re: [rt-users] RT not emailing tickets after old exchange server decomissioning.

2013-05-09 Thread DeCoste, Wayne
Spot on Darin.

The output from postconf relayhost is the old exchange server. Sohow do I 
manage to input the new server ?

BTW, I was able to telnet to the exchange server and send mail, thanks for that.

-Original Message-
From: Darin Perusich [mailto:da...@darins.net] 
Sent: May-09-13 4:39 PM
To: DeCoste, Wayne
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT not emailing tickets after old exchange server 
decomissioning.

You mentioned yast2 so you're using some SuSE variant.

What's the output of postconf relayhost? You should see something like 
'relayhost = [new.server.com]'.

Are you able to send mail in general from the RT server? Try echo hello | mail 
y...@address.com and check your inbox.

If you don't receive the message what's the output of mailq? If it's huge 
don't send the whole thing to the list, one entry should be sufficient.

Check /var/log/mail for errors, it probably contains the reason why delivery is 
failing.

--
Later,
Darin


On Thu, May 9, 2013 at 3:11 PM, DeCoste, Wayne deco...@hiaa.ca wrote:
 Hello.



 We have recently migrated over to a new exchange environment. After we 
 decommissioned the old server we began to have issues with mail outs 
 from RT.

 Our linux\unix\rt admin is no longer accessible, so I am attempting to 
 get mail working on this server. Please excuse my lack of knowledge 
 and general unfamiliarity with the system. I'm new to working with RT.



 Steps so far :



 - Reviewed support



 - Run yast2 and changed the MTA outgoing mail server to our new server fqdn.
 Heres what the setting look like :

 MTA - Permanent - Outgoing Mail Server:new fqdn -Use TLS:masquerade 
 - Accept Remote SMTP Connections (downloading: empty, \ forward root mail:
 empty).



 - Then rebooted the RT server. No joy.



 - Checked the aliases file in the /.etc folder. There are no 
 references to my old mail server to change to the new mail server and 
 the aliases are correct.



 - I ran the  newaliases command to be safe.



 - I am able to ping my mail server from RT



 - I am able to establish an smtp connection over port 25.



 I would welcome any suggestions on how to get ticket mailout working again.





 -  Wayne




 --
 RT Training in Seattle, June 19-20: http://bestpractical.com/training


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training


Re: [rt-users] Post upgrade 3.8.5 to 4.0.12 Global-RT At A Glance error

2013-05-09 Thread Thomas Sibley
Thanks for the information, notes below.

On 05/09/2013 09:29 AM, Pete Beebe wrote:
 Do you have any local customizations?
 
 None that I'm aware of.  Only plugins I've currently go in place are:
 RT::Authen::ExternalAuth RT::Extension::ActivityReports
 
 Can you send us the output of running this SQL query?  select
 id, Name, Description, ObjectType, ObjectId from Attributes
 where ObjectType='RT::System';
 
 Could you also navigate to Configuration - Tools - System
 Config in RT, save that page as HTML, and send the file?  Make
 sure any sensitive data is redacted first.
 
 Both the Select query and the system config HTML page and files have
 been included in the attached ZIP file.

Your system config page and SQL results reveal that you have duplicate
copies (3 total of each record) of certain global data.  This suggests
your migration from MySQL to Oracle was flawed.  How did you migrate,
exactly?

Your database may contain duplicate internal records in other areas too,
which are likely to lead to more problems (and potentially very subtle
ones).  What do these queries return?

select id, Name, Created, LastUpdated from Users where Name in
('RT_System', 'Nobody', 'root');

select id, Domain, Type, Created, LastUpdated from Groups where Type in
('Everyone', 'Privileged', 'Unprivileged');

 I'm unsure of how to reply to this and have it also update the forum
 thread so I've omitted the rt-users@lists.bestpractical.com address
 when sending the e-mail.

You reply by sending to rt-users@lists.bestpractical.com.  That sends to
the mailing list, and I'll read it since I'm subscribed.


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training


Re: [rt-users] Can't remove Quick Create Can you reverse the order of history?

2013-05-09 Thread Thomas Sibley
On 05/08/2013 04:39 PM, Thomas Sibley wrote:
 On 05/08/2013 01:00 PM, Cena, Stephen (ext. 300) wrote:
 I've got two questions:
  
 1. I just did an upgrade from 4.0.11 to 4.0.12  all seemed well. Due to
 people not using the full ticket Create, I decided to globally remove
 Quick Create from RT At A Glance. However, when I do that I get the
 following error:
[snip]
 
 I can't reproduce this problem and looking at the code don't see how it
 would happen.  Do you have any local customizations?
 
 Can you send us the output of running this SQL query?
 
 select id, Name, Description, ObjectType, ObjectId from Attributes where
 ObjectType='RT::System';
 
 Could you also navigate to Configuration - Tools - System Config in
 RT, save that page as HTML, and send the file?  Make sure any sensitive
 data is redacted first.

Stephen, the information I request above will still be useful, but on a
hunch, did you recently migrate RT's database from MySQL to MariaDB?



-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training


Re: [rt-users] RT not emailing tickets after old exchange server decomissioning.

2013-05-09 Thread DeCoste, Wayne
Hi again.
I used winscp to find and open the main.cf file. Which I edited to add the new 
mail server name - I know that's kind of cheating, but did I mention Im a bit 
of a newb working in and around linux\rt ?

At any rate, the change stuck and the postconf relayhost confirms that. Sadly, 
still no mail from update tickets.

Im going to check the log file you suggested for errors. 

Again, appreciate your insights

-Original Message-
From: DeCoste, Wayne 
Sent: May-09-13 6:47 PM
To: 'Darin Perusich'
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] RT not emailing tickets after old exchange server 
decomissioning.

Spot on Darin.

The output from postconf relayhost is the old exchange server. Sohow do I 
manage to input the new server ?

BTW, I was able to telnet to the exchange server and send mail, thanks for that.

-Original Message-
From: Darin Perusich [mailto:da...@darins.net]
Sent: May-09-13 4:39 PM
To: DeCoste, Wayne
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT not emailing tickets after old exchange server 
decomissioning.

You mentioned yast2 so you're using some SuSE variant.

What's the output of postconf relayhost? You should see something like 
'relayhost = [new.server.com]'.

Are you able to send mail in general from the RT server? Try echo hello | mail 
y...@address.com and check your inbox.

If you don't receive the message what's the output of mailq? If it's huge 
don't send the whole thing to the list, one entry should be sufficient.

Check /var/log/mail for errors, it probably contains the reason why delivery is 
failing.

--
Later,
Darin


On Thu, May 9, 2013 at 3:11 PM, DeCoste, Wayne deco...@hiaa.ca wrote:
 Hello.



 We have recently migrated over to a new exchange environment. After we 
 decommissioned the old server we began to have issues with mail outs 
 from RT.

 Our linux\unix\rt admin is no longer accessible, so I am attempting to 
 get mail working on this server. Please excuse my lack of knowledge 
 and general unfamiliarity with the system. I'm new to working with RT.



 Steps so far :



 - Reviewed support



 - Run yast2 and changed the MTA outgoing mail server to our new server fqdn.
 Heres what the setting look like :

 MTA - Permanent - Outgoing Mail Server:new fqdn -Use TLS:masquerade
 - Accept Remote SMTP Connections (downloading: empty, \ forward root mail:
 empty).



 - Then rebooted the RT server. No joy.



 - Checked the aliases file in the /.etc folder. There are no 
 references to my old mail server to change to the new mail server and 
 the aliases are correct.



 - I ran the  newaliases command to be safe.



 - I am able to ping my mail server from RT



 - I am able to establish an smtp connection over port 25.



 I would welcome any suggestions on how to get ticket mailout working again.





 -  Wayne




 --
 RT Training in Seattle, June 19-20: http://bestpractical.com/training


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training


Re: [rt-users] RT not emailing tickets after old exchange server decomissioning.

2013-05-09 Thread DeCoste, Wayne
Darin.

I wound up googeling the postconf command you suggested and it pointed me to 
the mail.cf file. I browsed that file, edited the relay entry. No luck.  I did 
see another file mail.SuSe.cf. Once I edited that file, again the mail relay 
entry and BOOM, mail started flowing.

I could not have done it without your help.

Grateful.
WayneDeCoste.

-Original Message-
From: DeCoste, Wayne 
Sent: May-09-13 7:08 PM
To: 'Darin Perusich'
Cc: 'rt-users@lists.bestpractical.com'
Subject: RE: [rt-users] RT not emailing tickets after old exchange server 
decomissioning.

Hi again.
I used winscp to find and open the main.cf file. Which I edited to add the new 
mail server name - I know that's kind of cheating, but did I mention Im a bit 
of a newb working in and around linux\rt ?

At any rate, the change stuck and the postconf relayhost confirms that. Sadly, 
still no mail from update tickets.

Im going to check the log file you suggested for errors. 

Again, appreciate your insights

-Original Message-
From: DeCoste, Wayne
Sent: May-09-13 6:47 PM
To: 'Darin Perusich'
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] RT not emailing tickets after old exchange server 
decomissioning.

Spot on Darin.

The output from postconf relayhost is the old exchange server. Sohow do I 
manage to input the new server ?

BTW, I was able to telnet to the exchange server and send mail, thanks for that.

-Original Message-
From: Darin Perusich [mailto:da...@darins.net]
Sent: May-09-13 4:39 PM
To: DeCoste, Wayne
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT not emailing tickets after old exchange server 
decomissioning.

You mentioned yast2 so you're using some SuSE variant.

What's the output of postconf relayhost? You should see something like 
'relayhost = [new.server.com]'.

Are you able to send mail in general from the RT server? Try echo hello | mail 
y...@address.com and check your inbox.

If you don't receive the message what's the output of mailq? If it's huge 
don't send the whole thing to the list, one entry should be sufficient.

Check /var/log/mail for errors, it probably contains the reason why delivery is 
failing.

--
Later,
Darin


On Thu, May 9, 2013 at 3:11 PM, DeCoste, Wayne deco...@hiaa.ca wrote:
 Hello.



 We have recently migrated over to a new exchange environment. After we 
 decommissioned the old server we began to have issues with mail outs 
 from RT.

 Our linux\unix\rt admin is no longer accessible, so I am attempting to 
 get mail working on this server. Please excuse my lack of knowledge 
 and general unfamiliarity with the system. I'm new to working with RT.



 Steps so far :



 - Reviewed support



 - Run yast2 and changed the MTA outgoing mail server to our new server fqdn.
 Heres what the setting look like :

 MTA - Permanent - Outgoing Mail Server:new fqdn -Use TLS:masquerade
 - Accept Remote SMTP Connections (downloading: empty, \ forward root mail:
 empty).



 - Then rebooted the RT server. No joy.



 - Checked the aliases file in the /.etc folder. There are no 
 references to my old mail server to change to the new mail server and 
 the aliases are correct.



 - I ran the  newaliases command to be safe.



 - I am able to ping my mail server from RT



 - I am able to establish an smtp connection over port 25.



 I would welcome any suggestions on how to get ticket mailout working again.





 -  Wayne




 --
 RT Training in Seattle, June 19-20: http://bestpractical.com/training


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Re: [rt-users] RT::Authen::ExternalAuth extension loading issue

2013-05-09 Thread Chris Foster
Hi Alex,

Thanks for your response.  I have further looked and yes there does appear to 
be a couple more of lines of errors before this line, they are:

[warning]: Subroutine handle_startup_error redefined at /opt/rt4/sbin rt-server 
line 240. (/opt/rt4/sbin/rt-server:240)
[warning]: Subroutine handle_bind_error redefined at /opt/rt4/sbin/rt-server 
line 252. (/opt/rt4/sbin/rt-server:252)

Hope this helps.  Looking forward in being pointed in the right direction to 
resolve this issue.

Regards,
Chris.

-Original Message-
From: Alex Vandiver [mailto:ale...@bestpractical.com] 
Sent: Friday, 10 May 2013 7:27 a.m.
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT::Authen::ExternalAuth extension loading issue

On Thu, 2013-05-09 at 11:51 +1200, Chris Foster wrote:
 Error while loading /opt/rt4/sbin/rt-server: Attempt to reload 
 RT/Authen/ExternalAuth.pm aborted. \nCompilation failed in require at 
 /opt/rt4/sbin…/lib/RT.pm line 730.

Please show the complete error.  There should be an error message above that.

I suspect that you don't have all of the dependencies for 
RT::Authen::ExternalAuth installed.
 - Alex




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Re: [rt-users] RT::Authen::ExternalAuth extension loading issue

2013-05-09 Thread Asif Iqbal
On Thu, May 9, 2013 at 10:44 PM, Chris Foster chris.fos...@bartercard.co.nz
 wrote:

 Hi Alex,

 Thanks for your response.  I have further looked and yes there does appear
 to be a couple more of lines of errors before this line, they are:

 [warning]: Subroutine handle_startup_error redefined at /opt/rt4/sbin
 rt-server line 240. (/opt/rt4/sbin/rt-server:240)
 [warning]: Subroutine handle_bind_error redefined at
 /opt/rt4/sbin/rt-server line 252. (/opt/rt4/sbin/rt-server:252)

 Hope this helps.  Looking forward in being pointed in the right direction
 to resolve this issue.



$ cd  /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib
$ perl -MRT::Authen::ExternalAuth -e 1
$ (should have no output if all dependency is working)

-- 
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?


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